CX & Quality’s Tools of the Trade

 

Please contact Michael Krasilinec if you have additional material to add (or want write access to post!)

 

Pre-Sales  |  Order-Management |  Factory |  Field  |  On-going Quality  | Reference | CX/OBE | Failure Analysis | Stories

 

Quality Process Map

• QPM Process Document
• Process Map From PIT Crew guiding investigations and reporting
• Matrix version of the Map suggested by Bill W.

 

    Pre-sales

• iq.quantum.com: (Create a WO if you don't have access) IQ is the web resource for our Sales team.  You can get a ton of information Sales uses to position our products.  Notable items that should be used regularly
• • Price Books: use this to see many basics on what we are offering such as, connectivity options, licenses, capacity limits, etc.  Price books are regional and IQ “see’s” what region you are in.
  • Market Announcements
  • Technical whitepapers
  • Sales training
    
• QNPI is the document used for NPI to set-up new model numbers and get them listed in a price book.
• Configurator specifications – in the Agile BOM at the top PTO level

 

    Order-management

• Details for a particular Sales Order (SO): Open Oracle and -> Installed Base Inquiry QTM > Item Instances >
• Process for ordering OBE units (Mary Suprent and spreadsheets)
• Checking status of iReq
  • Click on iProcurement Requester QUS > Procurement Home Page
    
    • 
  • Select the Requisitions Tab and Click on Search
    • 
  • Check the "Include people from all organizations" box and enter your iReq #
    • 

                                                   

 

    Factory

• BEI’s Time2: http://time2.bench.com
• FAIs
  • i6k: \\file01dn\Public\Scalar i6k FAIs

• FileStore Test Log tool. Chris and I use this to look at factory & repair snapshots: \\quantum.com\namapps\DesktopInstalls\Mfg-Installs\FileStore
• Quattro's Main Directory: \\File01dn\Public\MFGProjects\Quattro
  • Includes BEI Work Instructions

ddd

    Field

• Trip Reports: http://snps.quantum.com/professionalservices/form.php
• Call Queue http://pplcallq.quantum.com/ .  Code Red represents DU/DL. Call Queue shows lower level sites.

 

    On-going Quality

• ARR Trends (must use IE browser): http://ppowsqlrsv1/Reports/Pages/Folder.aspx?ItemPath=%2fServicePlanning&ViewMode=Listhttp://
• Inventory in SSLs
  • The easiest is to simply use Dan Shewman's report. E-mail him to get on his disti list and he sends it out every week. 
• Eric Nadler’s Service Metrics
  • Lot's of great information here like SR Rates, Install Base, Category Charts, Critical SRs, Effort, etc
  • SR Rates: http://pplmetrics.quantum.com/ib.cgi
  • Install Base: http://pplmetrics.quantum.com/ib.cgi 
• Definitions / Terms
  •  
• Jason French IB: \\file02HQ\Teams\Common\Zappone\SERVICE METRICS\IB W CONTRACTS
• Status of customer sites or internal projects
  •   Medicus, Code Red, Project Management
    
    • Web: unity.quantum.com
    • iPhone (iOS): PocketExec  (app not yet released)
• Service Cloud: (URL?) for all things case related
• QIT Dashboards created by Josh. http://denlgservicev1.quantum.com/ . Note that here there is a QIT display and an Escalation display. The escalation version can be quite handy.
• Qwikipedia for product info   https://qwikipedia.brainkeeper.net/index.php?action=user.dashboard
•  Sustaining Engineering Wiki pages http://dxwiki.quantum.com/dxwiki 
  • StorNext Sustaining - http://dxwiki.quantum.com/dxwiki/StorNext_Sustaining_Home
  • StorNext Development - http://dxwiki.quantum.com/dxwiki/StorNext
  • DXi Sustaining Engineering: http://dxwiki.quantum.com/dxwiki/DXi_Sustaining_Engineering
  • DXi Development: http://dxwiki.quantum.com/dxwiki/Main_Page
  • Automation: http://banyan.irvlab.quantum.com/wiki/index.php/Main_Page
• SRLifecycle: Originally based on a Service Document, this website is the Service "Bible" and contains process information. http://srlifecycle.quantum.com
• StorNext License Viewer: http://ppowwebfarmv7.quantum.com/App/StorNextLK/default.aspx  (be patient w/ the load time)
• Templates (RPN, CAPA, QTM Letterhead, etc)
• Qwikipedia for product info   https://qwikipedia.brainkeeper.net/index.php?action=user.dashboard
• Ops Action Tracker (Carl's SCAR Database): http://ppowmfgwebv1/Tracker/Default.aspx

• Safe Launch vs Monitored Launch, etc

 

 

Reference

• Engineering bugs/PCRs
  • Bugzilla: http://bugzilla.quantum.com
  • Jira: https://symform.jira.com
• CSWeb: Very important Service Website. Where SRLifecycle focuses more on process aspects, CSWeb has tangible items such as documents, FW information, etc. CSWeb: https://csweb.quantum.com/wiki/tiki-index.php?page=Homepage%20-%20Public 
• Dell Support site where server service tag can be entered for warranty status and list of original components shipped with Node server: http://www.dell.com/support/home/us/en/04/Products/
• DXi Sustaining Collect Repository (SUSREPO) with helpful tools and links to DAR Repository and Ticket Info folder with SR Collect Logs, DSET, etc for all products and platforms: http://susrepo.quantum.com/
• Net Promotor Score (NPS): There is a direct correlation between successful companies having high NPS scores.  Find out more about Quantum's NPS at http://nps.quantum.com
• Curious about decoding a Serial Number? Use 03-3003-01 Product Serialization Specification
• Change Management Responsibilities
  • • Carrie – Quattro, i500 
    • Colleen- Scalar i6k, Superloader3
    • Rocco – DXI, Lattus, Stornext, Xcellis
• ISO Record Information
  • On myQ, under Employee Esentials, click on ISO and instructions are present as to how to obtain certificate information.  Note that Bill Weakly is our current ISO contact.

CX/OBEs

 

 

 

    Failure Analysis

• FA Reports (on Box): Automation, DXi, StorNext
• Snapshot Expert: A log parser written & maintained by Paul Larsen that works on all library snapshot files: \\file01dn\plarsen\Tools\SnapshotExpert\3.3.2
• SCSI Master: A tool used for library testing (to run on-going random move test, L/UL, etc) writen and maintained by Carl Germany: \\ppoq3sdlt2\share\SCSIMaster
• PALCO Portal: http://www.gotopalco.com (Chris @ cwomack@palcotelecom.com is who gave me account access). Login is at the top right

    Stories

 

• Example: Add in Dave's example w/ mismatched nodes
• Oracle EBS - both for running Discoverer Plus Launch for ad hoc reports when I can’t get it from Service Cloud and for the Item Instances.  Item Instances are similar to what Dave has already covered, but I use some different screens and paths than he covered; e.g., the Additional Attributes, the 
• Contracts page, Location, just all kinds of stuff from Item Instance. (get info from Laura)