Standard Operating Procedure (SOP) for Usage of Error Book in CSI (Version 1.0)
Download Standard Operating Procedure (SOP) for Usage of Error Book in CSI (Version 1.0) in PDF
Introduction:
The Error Book is a crucial tool designed to monitor and escalate discrepancies arising in field units to higher authorities. This SOP outlines the procedure for utilizing the Error Book in CSI (Customer Service Infrastructure), including accessing the dashboard, escalation process, and logging errors.
Accessing the Error Book:
- Menu Access: Navigate to the Error Book menu by using T-Code "ZMOERROR_BOOK" in SAP.
- Role Assignment: Users must be assigned the role "ERROR_BOOK (YS: ERROR_BOOK)" to access the menu.
1. Dashboard:
- Based on the Facility ID input (e.g., HO / DV / RN / CR), the Dashboard provides a summary of error extracts disposal.
- Users can select parameters such as Date, Discrepancy Type, and Facility ID to generate specific dashboard views.
- Division-wise and Circle-wise summaries are available, with drill-down options for detailed insights.
2. Escalation by Division:
- Escalation between divisions can be initiated through this feature.
- Users select parameters including Date, Discrepancy Type, and Facility ID to generate escalation reports.
- The system facilitates easy tracking of escalations and responses.
3. Display Log:
- Users can view communication logs between divisions by entering Complaint ID, Article ID, or Bag ID.
- The log provides details such as Date, Time, User Name, Facility ID, and Status.
4. Raising Article / Bag Discrepancy:
- Errors can be reported either automatically by the system or through manual entry.
- Manual entry involves selecting parameters such as Office ID, Discrepancy Type, Escalation To, Remarks, etc.
- Users must provide mandatory information accurately, as validations are not in place for manual entry.
Conclusion:
The Error Book in CSI serves as a vital tool for tracking, escalating, and resolving discrepancies efficiently. By following this SOP, users can effectively utilize the Error Book to maintain operational integrity and address issues promptly.
Last Updated: 30-03-2022
For any queries or clarifications, contact the IPVS Team at ipvs.cept@indiapost.gov.in.
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