ASP Name Surajit'sMobile care Call load - 300-400

ASP Code 1101908

Audit Date 5/24/2017
Auditor Name Sathish Kumar
Audit Score 89.268%
Audit Status FAIL
Ideal
S. No. Total Audit Points Risk Category Checking Methodology Status Max Score Score Obtained Weightage Final Score Remarks if any
Status
Opening & Closing time of ASP are displayed Low 1. Is Opening/Closing timeline displayed outside Centre? Y/N Y 2 2 0.59% 0.59%
1 outside for customer & same following by ASP or Medium 2. Is ASP/ASP Staff adhere the timeline or not? Y/N Y 2 2 1.11% 1.11%
not(As per company guidelines) Low 3. Is Week Off detail mentioned? Y/N Y 1 1 0.59% 0.59%

Medium 1. Are all latest branding available at ASP?(0.5 Mark Each Branding) Y/N Y 2.5 2.5 1.11%
1.11% ok
2 Branding as per company guidelines 2. Are all Branding found Neat & Clean?(No Sticker or any marking)(0.3
Medium Y/N Y 1.5 1.5 1.11%
Mark Each Branding) 1.11%
Medium 3. Is any other branding(except Lava) available at ASP? Y/N N 1 1 1.11% 1.11%
Low 1. Is AC available in Customer waiting area? Y/N Y 1.5 1.5 0.59% 0.59%
Low 2. Is AC in Working Condition? Y/N Y 1 1 0.59% 0.59%
3 AC/TV available in Customer Area
Low 3. Is TV available in Customer waiting area? Y/N Y 1.5 1.5 0.59% 0.59%
Low 4. Is TV in Working Condition? Y/N Y 1 1 0.59% 0.59%

1. Is Water Dispenser available & approachable in Customer Waiting

Low Y/N Y 2 2 0.59%
Area?(1 Mark for availability & 1 Mark for approachability)
0.59%
4 Availability of drinking water and disposable bins
Low 2. Is Disposable Glass/Normal Glass available? Y/N Y 1 1 0.59% 0.59% Disposable Glass
Low 3. Is Dustbin for destroying disposable glass available? Y/N Y 1 1 0.59% 0.59% yes
Low 4. Is Drinking Area Clean? Y/N Y 1 1 0.59% 0.59% yes
1. Is Notice Board available & readable to Customer in Waiting Area?(1
Medium Y/N Y 2 2 1.11%
Mark for availability & 1 Mark for Readability) 1.11% yes
Noticeboard and escalation matrix displayed in 2. Are all 8 mandate latest documents was flashed on Notice Board &
5 Medium Y/N Y 2 2 1.11%
customer area clean?(0.25 Marks Each Document) 1.11% yes
Medium 3. Is any other document(not related to Lava) flashed on Notice Board? Y/N N 1 1 1.11%
1.11% no
1. Is Sitting arrangement for customer as per grid?(Marks as per
Medium Y/N Y 3 3 1.11%
Sitting arrangement in customer waiting area in availability Percentage) 1.11% yes
6
accordance to call volume
Medium 2. Is Customer Waiting Area Neat & Clean along with Chair available? Y/N Y 2 2 1.11%
1.11% yes
Low 1. Is Token system available at ASP(Online/Manual)? Y/N Y 3 3 0.59% 0.59% Manual
7 Token system is available & in usage 2. Is Token System followed at ASP?(1 Mark for Issuing Token, 1 Mark
Low Y/N Y 2 0 0.00%
for following Order) 0.59% yes
Medium 1. Are CCOs available as per grid?(Marks as per availability Percentage) Y/N Y 2.5 2.5 1.11%
Number of CCO, Repair engineer and QC 1.11% yes
8
engineer as per defined grid 2. Are Engineers available as per grid?(Marks as per availability
Medium Y/N Y 2.5 2.5 1.11%
Percentage) 1.11% yes
1. Is Computer available at Each CCO?(Mention Internet connection
Medium Y/N Y 2 2 1.11%
Availability of Laser printer and 1 Computer & Speed in Remark)(Marks as per availability Percentage)
9 1.11% yes
Internet Connectivity per CCO
Medium 2. Is Printer available at CCO Desk? Y/N Y 2 2 1.11% 1.11% yes
Medium 3. Is available Printer working properly? Y/N Y 1 1 1.11% 1.11% yes
High 1. Is CCO Greeting to Customer? Y/N Y 2.5 2.5 2.22% 2.22% yes
10 Greeting to customer with courtesy
High 2. Is CCO have courtesy while greet & handling the customer? Y/N Y 2.5 2.5 2.22% 2.22% yes
High 1. Is CCO have decent look?( No Bad Odor/Shave/Hair Cut) Y/N Y 1 1 2.22%
2.22% yes
Check CCO interpersonal Skills in front of
11 High 2. Is CCO following "CCO Checklist"?(Last 5 days 0.4 Mark Each) Y/N Y 2 1.8 2.22% 2.00% Does not aware how to fill up
Customer
3. Is CCO doing ELS in front of Customer & updating the ELS status ?(1
High Y/N Y 2 2 2.22%
Marks Each) 2.22%
1.Is CCO's follow Diagonal Opening/Closing technique at the time of
High Y/N Y 1 0.5 1.11%
ELS? 2.22% yes
2. Is Engineer was aware about at least any 2 Software updates released
High within 15 days as per CSD Communication?(Marks as per availability Y/N Y 1 0 0.00% Checked LAVA V2_3GB & ARC
Percentage) 2.22% Grand 2
Engineer doesnot aware since he
3. Is CCO/Engineer was aware about specifications of at least any 2 dont know to read english and also
Check CCO/Engineer Technical Skills in front of
12 High Product launched within 15 days as per CSD Communication?(Marks as Y/N Y 1 0 0.00% he doesnot aware that hindhi
Customers
per availability Percentage) communication is coming , But CCO
2.22% aware ,
 Check CCO/Engineer Technical Skills in front of
12
Customers

4. Is Engineer aware about tool usage?(Marks as per availability

High Y/N N 1 1 2.22%
Percentage) 2.22%
5. Is CCO was following ESD Precautions ( Wearing Wrist Band/ESD
High Y/N N 1 1 2.22% One engineer not doing as per
Apron/ESD Gloves/ESD Slipper) or not?(0.25 Mark Each)
2.22% process
High 1. Is CCO's desk was covered by ESD mat? Y/N Y 0.75 0.75 2.22% 2.22%
High 2. Is CCO's Desk ESD Mat Neat & Clean? Y/N Y 0.75 0.75 2.22% 2.22%
High 3. Is Engineer repair desk was covered by ESD mat? Y/N Y 0.75 0.75 2.22% 2.22%
13 TRC & CCO Desk should be covered with ESD Mat
High 4. Is Engineer Desk ESD Mat Neat & Clean? Y/N Y 0.75 0.75 2.22% 2.22%
High 5. Is TRC & CCO's Floor covered with ESD Mat?(0.5 Mark Each) Y/N Y 1 1 2.22% 2.22%
High 6. Is TRC & CCO's Floor ESD Mat Neat & Clean?(0.5 Mark Each) Y/N Y 1 1 2.22% 2.22%

1. Is reading on SRM meter was in static criteria(10^6-10^9)?(Check at

High Y/N Y 2 2 2.22%
CCO/TRC Desk & Floor)(Marks as per availability Percentage)
2.22%
High 2. Is proper grounding available or not? Y/N Y 1 1 2.22% 2.22%
ESD Mats are properly grounded & all Mats are
14 3. Is interconnection via copper foil available?(Check at CCO/TRC Desk &
connected High Y/N Y 1 1 2.22%
Floor)(Marks as per availability Percentage) 2.22%
4. Are ESD accessories was in working condition( Wrist band, ESD
High Gloves, ESD Slipper, ESD Apron)?(0.25 Mark Each-Gloves/Slipper/Apron Y/N Y 1 1 2.22%
Should be Neat & Clean) 2.22%
1. Are major tools ( SR Meter, IR Gun, Dual Digital Power Supply-DC,
High Soldering Station, Digital Multimeter, TP Remover, Hot Air Blower Y/N Y 1.5 1.5 2.22%
available as per grid?(0.2 Mark Each & 0.1 in Bonus if all available)
2.22%
15 Tools & Equipment Availability as per checklist
2. Are all rest tools available as per grid?(Marks as per availability
High Y/N Y 2.5 1 0.89%
Percentage) 2.22%
3. Are available tools found in working condition?(Marks as per
High Y/N Y 1 1 2.22%
availability Percentage) 2.22%
1. Check at least 5 Models software update availability released in last
Medium Y/N Y 2.5 1 0.44%
Availability of latest software as per csd 30 Days(Marks as per availability Percentage) 1.11%
16
communication 2. Check at least 3 new launch model software availability released in
Medium Y/N Y 2.5 1 0.44%
last 30 Days(Marks as per availability Percentage) 1.11%
1. Check at least 2 RFD/PFP Units of Feature phone(Marks as per
Medium Y/N Y 2 2 1.11%
availability Percentage) 1.11%
17 100% Software done on incoming H/S
2. Check at least 3 RFD/PFP Units of Smart phone(Marks as per
Medium Y/N Y 3 3 1.11%
availability Percentage) 1.11%
1. Are Good parts kept in ESD Bins?(Marks as per availability
Medium Y/N Y 3 0 0.00%
Percentage) 1.11%
Cabinets and Storage area for safe keeping of
18
Good Spare Medium 2. Are Good parts was in Proper ESD temper proof sealed polybags? Y/N Y 1 1 1.11%
1.11%
Medium 3. Are Good Parts had proper tagging? Y/N Y 1 1 1.11% 1.11%
1. Are top 10(Value) Good Part Code quantity matched with
Low Y/N Y 2.5 2.5 0.59%
19 Good Stock(Top 10 Parts) - System Vs. Physical system?(0.25 marks Each Part Code) 0.59%
Low 2. Are all Good parts found fresh?(0.25 Marks Each Part Code) Y/N Y 2.5 2.5 0.59% 0.59%
1. Are defective TP/LCD( at least 2 Pieces) found physically Ok?(Marks as
Medium Y/N Y 2 2 1.11%
per availability Percentage) 1.11%
2. Are defective Adaptor/Charger(at least 2 Pieces) found physically
20 Defective spares as per consumption Medium Y/N Y 2 2 1.11%
Ok?(Marks as per availability Percentage) 1.11%
3. Are defective Data Cable/Battery(at least 2 Pieces) found physically
Medium Y/N Y 1 1 1.11%
Ok?(Marks as per availability Percentage) 1.11%
1. Are all PCBA's(Check at least 2 Defective PCBA) had PCBA Certificate
High Y/N Y 2 2 2.22%
Version 2.0?(Marks as per availability Percentage) 2.22%
2. Are PCBA Certificate 2.0(Check at least 2 Defective PCBA) was filled
PCB checklist is found properly filled & should be High Y/N Y 2 2 2.22%
21 correctly?(Marks as per availability Percentage) 2.22%
along with defective PCB
3. Are defective PCBA(Check at least 2 Defective PCBA) found physically
High Ok(Burnt/Liquid/Tempered/IMEI Sticker)?(Marks as per availability Y/N Y 1 1 2.22%
Percentage) 2.22%
Job sheet in warranty but customer has given in
22 High 1. Is any ELS Fail Case Handset found with ELS Pass Job sheet at ASP? Y/N Y 5 5 2.22%
O/W 2.22%
Medium 1. Is any Unit found without Online Job sheet(No Manual Job sheet)? Y/N N 2 2 1.11%
1.11%
2. Are delivered job sheets had customer signature? (Check at least 5
100% online job sheet given to customers & sign Medium Y/N Y 2 2 1.11%
23 Delivered Job sheets)(Marks as per availability Percentage)
on every delivered job sheet 1.11%
 100% online job sheet given to customers & sign
23
on every delivered job sheet

3. Are delivered job sheets had CCO's signature? (Check at least 5

Medium Y/N Y 1 1 1.11%
Delivered Job sheets)(Marks as per availability Percentage)
1.11%
Low 1. Are all Customer was contactable?(0.4 Marks Each Job sheet) Y/N Y 2 2 0.59% 0.59%
2. Are 100% alternate contact number was on Job sheet?(0.2 Marks
Randomly called to 5 delivered customers to Low Y/N Y 1 0 0.00%
24 Each Job sheet) 0.59% no alt number was available
share the feedback
3. Are all Customer validated the purpose of visit?(0.4 Marks Each Job
Low Y/N Y 2 2 0.59%
sheet) 0.59%
Total 120 106.8 100%

Prop Signature:- Name Of ASM:- Auditor Sign:-