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RMA III Introduction

The HTC RMA III is a web-based Service IMS (Interactive Management System) maintained by HTC Global Service Division. This system started up in May 2004 with collecting Worldwide Weekly Repair Data and has been expanded to the following 5 major functionalities.

ASP Repair Data
Collecting (uploading) and updating worldwide ASP (Authorized Service Provider) repair data on a weekly basis. The ASP including HTC Service Centers can upload and update weekly repair data generated within last 2 repair weeks. Repair data saved in the system and aged more than 2 weeks will be frozen and not allowed to modify, except for special requests and approval. Rejected data must be updated and approved within 2 weeks as well.

Service Document On-line (SDO)
This system will provide necessary HTC Service documents including S/A (Service Advisories), Firmware (RUU), Service Manuals, Spare Part Lists (SPL), Testing Programs, Revision Controls... Every repair house will receive a notice E-mail as soon as a SDO item is available for downloading and implementation ,and it must be done within 24 hours. Failing to do so will cause serious inconsistence in service quality, repeat returns, and dissatisfied customers.

Frequently Asked Questions (FAQ)
HTC Global Service Division has been collecting field feedback on the devices and relevant applications. Those feedback and inquiries will be sorted out and arranged in vary categories for easier searches. This FAQ system is to expect to help Call Centers and Repair Houses to quickly resolve End User's troubles at the beginning of a service activity, as well as reduce "unnecessary and helpless" returns which may be known limitations and cannot be fixed in any form of available resources.

Performance Reports
KPI (Key Performance Index) reports and data for Product Quality (AFR, FRR, top failures & repairs, ...), Repair Performance (Repeat Returns, Turn-around Time, Repair Discrepancy...), & Reporting ********** (Repair Reports, Inventory Reports, ...) are provided in this section for on-line and customerized access.

ESPL
The users can inquire aboutthe most up-to-date service BOM via "ESPL Data Inquiry" function.It shows the P/N, unit price, substitute P/N, photos, and the version history...etc.Meanwhile, ESPL also provides the functions of SPL Comparison Report & Substitute P/N Inquiry.In addition, RMA III system will send auto e-mails to users for the most up-to-date material information.

E-Commerce
It's the platform designed for users to issue PO on-line by three ways: 1. Purchase by inquiry,2. Order Data Upload,and 3. Order Contents Maintain. All the PO process will be updated to the users via auto emails.Moreover, E-Commerce allows the users to inquire the real-time Open PO Inquiry and Shipping Notice so that the users can have the most up-to-date PO information.

The RMA III system is still in the process of development and improvements. Any feedback to this system would be appreciated and will drive better user experiences.

Technical Support Center
HTC Global Service Division

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