April 2016 Tqm/Bates Refresher-quiz

The correct answer is C. Bates Spare Part Request. This tool is used to request a replacement water tank to be shipped out to the customer. Since the water tank is currently out of stock at Jagged Peak, a spare part request needs to be made to obtain a replacement. The Bates Spare Part Request is the appropriate tool for this purpose.

The best practice when entering the "pick up on date" in the pick-up screen is to select the pick-up date from the Nessoft calendar by placing the cursor in the pick-up on field and pressing F5 and clicking OK. After selecting the date, it is important to double-check the entry to ensure accuracy.

The correct answer is B. US Out of Warranty-No Fee. This option is selected when a customer's machine is out of warranty and there is an exception made to not charge the customer for repair. This means that even though the machine is out of warranty, the customer will not be charged any fee for the repair service.

The correct answer is D. US Out of Warranty- Fee $125. This option is selected when the customer's machine is out of warranty and no exceptions have been granted. It indicates that the customer will be charged a fee of $125 for the automatic machine repair.

In this case, the correct answer is B. Troubleshoot the machine. If the troubleshoot is unsuccessful advise the customer that the machine is not repaired and you can replace it with a refurbished machine. This is the most appropriate course of action because troubleshooting the machine is the first step to identify and potentially fix the issues. If the troubleshoot is unsuccessful, it is important to inform the customer that the machine cannot be repaired and offer a replacement with a refurbished machine as a solution.

If an exception is made to not charge the repair fee to a HVC customer with an out of warranty machine, selecting "No Warranty" in the warranty field in the pick up screen would be the most appropriate choice. This indicates that the customer's machine is not covered by any warranty and therefore no repair fee should be charged.

Before setting the machine up for repair, one thing to try is to change the machine water hardness. This could potentially solve the issue with the orange light not turning off after descaling. Adjusting the water hardness settings may help reset the machine and resolve any issues related to descaling.

The customer purchased the machine on 4/15/2015 and the repair pick up is set up on 4/20/2016. This means that the machine is already out of warranty, as the warranty period has expired. Therefore, the correct option is B. No Warranty.

If the troubleshooting for the machine is unsuccessful and the customer refuses repair, the next steps would be to submit a return authorization (RA) to initiate the return process, enter a repair pick up in Nessoft to schedule the pickup of the faulty machine, and enter a replacement order for a new machine. This ensures that the customer receives a replacement for the faulty machine while also addressing the need for repair or return.

The given answer states that both Kitchen Aid and Lattissimas have two-year machine warranties, while all other machines have a one-year warranty. This implies that Kitchen Aid and Lattissimas are exceptions to the general rule, as they offer a longer warranty period compared to other machines.