（Process Owner：Process Innovation Coordinator）
Date of Audit -
Auditor Name -
I. Service Centre Details
Type of Service Centre -
Service Centre -
Service Centre Representative -
Other personnel present -
Average warranty volume -
Does the Service Centre have any certification i.e. ISO 9001 -
II. Review of previous audit
Previous Audit Date -
1.
2.
III. Review of KPI
KPI |
Target |
Actual |
% |
Auditor Observations |
Repair three day TAT |
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Repeated Repair Rate (90 Days) |
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Warranty feedback rate |
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IV. Audit of Service Process
Criterion |
Yes |
No |
Auditor Observations |
General Overview |
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For how many years has the Service Centre been in the mobile phone business? |
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How long has the Service Centre had a contract with Samsung? |
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Have there been any issues with the Service Centre during the last year(s)? |
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Is the Service Centre kept in good order? |
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What is the total number of employees at the Service Centre working with Samsung |
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What is the current repair volume per month for Samsung |
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What is the maximum repair capacity per month for Samsung products today? |
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Does the Service Centre perform out of warranty repairs for Samsung products |
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Does the Service Centre perform repair for other brands than Samsung? |
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If yes, how is maximum capacity allocated when at full demand? Does Samsung have priority over other customers? |
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Goods In/Out |
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How many people are working in the goods received area? |
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How many phones on average are received per day per employee in the goods received area? |
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What is the split between phones arriving from walk-in customers and phones that are sent in by mail? (e.g. 20% walk-in and 80% by mail) |
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Is it usually determined in the goods received area if the phone is in or out of warranty? i.e. in most cases the warranty is determined by personnel in the goods received area |
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Is it determined by the receiving personnel to which work area the phone should be sent?(e.g. mechanical area) |
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Is there a process flow chart available? |
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Does the Service Centre have an easy and adequate system to keep track of the products in the repair loop? (i.e. is the Service Centre able to give the customer a satisfying answer about the progress of the repair?) |
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Can the Service Centre booking in system highlight units returning within 90 days of repair when booking in? |
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Customer Backlog |
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Does a customer backlog exist? |
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If yes, what is the quantity of the backlog? |
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What is the main reason for the backlog? |
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General |
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Ask someone to explain and show documentation of the repair flow. Is the repair flow efficient and easy to follow? |
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Select a sample of at least 10 claims for a minimum of 4 different Samsung phone models and verify that job sheets exist. |
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Calculate the in-house TAT, i.e. from the moment the phone is booked in until it is shipped from the Service Centre. Are the requirements met? |
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Check whether Out of Warranty repairs also have been invoiced to Samsung. |
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ESD Protection |
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Is the workbench/work surface ESD protected and properly connected to ground? Check connections and the resistance between the work surface connector and ground. It should be 0.2Ω |
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Do the personnel wear ESD-wristbands and/or have conductive shoes, coats, chairs and floor? |
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Are components stored in ESD safety boxes or Samsung original packaging? |
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Is ESD protection used during transportation of spare parts and PCB? (e.g. ESD bags, Conductive floor, shoes etc.) |
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Is the Service Centre in possession of ESD control equipment? |
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Do the personnel at the Service Centre test the wristbands/heel straps once a Day and keeping record of the test results? |
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Is the tip of the soldering iron(s) connected to ESD ground? |
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Are all tools used for Samsung repairs ESD safe? |
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Are all instruments and other equipment used when repairing telephones ESD protected or connected to electrical ground? |
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Repair Process Equipment |
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Mechanical |
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Does the Service Centre have all general equipment/tools specified in the service contract? |
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Does the Service Centre have all tools for all Samsung mobile phones they are repairing? |
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Do the personnel use other equipment/tools not specified by Samsung that may reduce the quality level or damage the product after repair? |
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Electro Mechanical |
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Does the Service Centre have all general equipment/tools specified in the service contract? |
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Is the Service Centre microscope used and does it carry a magnification of at least 10 times? |
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Does the Service Centre use the appropriate tools for the products repaired according to Samsung requirements? |
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Calibration |
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Does the Service Centre have calibration routines according to Samsung requirements? |
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Are all GSM test equipment calibrated with certificates? |
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Is the digital power supply/supplies calibrated? |
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Is the ESD control equipment calibrated? |
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RoHS Compliance |
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Parts and storage |
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Re-work area |
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Fridge storage |
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Quality Control |
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Does the Service Centre have an internal quality control? Are they audited internally of the out flow according to agreement? |
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Is the reporting of the internal quality control according to Samsung demands? |
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How is the internal quality control followed up in the repair flow? |
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Training |
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Have all engineers' access to Samsung training? |
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Does the Service Centre follow up that all technicians working with Samsung products have completed all Training courses? |
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Does the Service Centre have any education/training records for the personnel? |
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Spare Parts |
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Are spare parts ordered through Samsung? |
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If No, how are spare parts ordered? |
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Does the Service Centre have sufficient spare part stock? |
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Are the parts stored and handled in an adequate way? |
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Does the Service Centre re-use parts? |
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If yes, are the parts claimed as “re-used parts”? |
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Does the Service Centre have a documented process for re-usage of spare parts? |
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Are the scrapped spare parts stored according to Samsung guidelines? |
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Is the waste material of spare parts handled at the Service Centre in an environmental friendly way? |
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How often are cycle counts made on spare parts and inventory checked against systems? |
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Refurbishment |
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Is the area where the final cosmetic inspection is done properly illuminated and is the background colour-neutral? |
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Are inspection directions available for personnel performing cosmetic inspections? |
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Security |
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Does adequate segregation exist between Samsung units in repair and other brands? |
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Is the Service Centre accessible for persons only with a security badge? |
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Are external doors always locked? |
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Are Goods In/Goods Out doors locked when not in use? |
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Is the Goods In/Goods Out area accessible for other persons than the shipping/receiving personnel? |
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Is the access to the swap inventory location limited? In what way? |
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Is the access to other inventory locations limited? In what way? |
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Is there adequate fire security? |
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Does the Service Centre insure/indemnify Samsung phones against fire and theft while on their property? |
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VII. Non-conformance agreed corrective actions
1.
2.
3.
VIII. Auditor Comments
Total performance (200 maximum) -
IX. Grant Service Centre Authorisation:
Criterion |
Tick |
Auditor Observations |
Yes - no corrective actions
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Yes - minor corrective actions
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Yes - corrective actions required with supplementary visit
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No - Service Centre does not meet set requirements
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X. Signatories
Service Centre Representative:
Date:
Auditor:
Date:
Service |
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ECC |
Issue 1 |
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European Full Mobile Phone Service Centre Audit Form |
ECC P007 |
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Samsung European Service Award |
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Revised Date: |
Page 1 of 8 |