1. Self-Maintainer Conference Call
Thursday, February 24, 2005
9-Apr-19

2. Agenda Welcome and Objectives Performance Metrics 2004 Recognition
Continue mutually beneficial two-way communications
Performance Metrics
2004 Recognition
Quarterly and Yearly
Miscellaneous Updates
2005 Emphasis
Questions and Answers
9-Apr-19

3. The Measurements Claim Volumes First Time Fix Parts Per Serial
Within a 30 day period
Parts Per Serial
Type Service 3 and ECAs not included
Problem Claims
Claim did not process through the system completely
Billed 30 Days
Results equal to or better than the self-maintainer average
Due to some internal IBM problems during 2004, problem claims, billed 30 day taken out of recognition criteria.
9-Apr-19

4. 4th Quarter 2004 WSM Averages
First Time
Fix
Parts Per Serial
Problem
Claims
Billed 30 Days
Mobiles
91.7%
1.23
1.0%
1.5% +
Desktops
93.8%
1.15
2.0%
Servers
94.1% +
1.10 +
1.4% +
Average Across the Board
92.4%
1.20
1.6% +
+ Indicates average of WSMs was better than average for all approved servicers
9-Apr-19

5. Your Location’s Performance
Click on Performance Scorecard listed in the left navigation bar
9-Apr-19

6. Miscellaneous
IBM Workgroup Printers added to eligible products as of January 31, 2005
RDC04 and RTC04 are the current desktop and mobile education requirements
Eclaim prompts consideration of Type Service 3 if same part, machine type, serial claim submitted within 10 days
Communications depend on accurate contact information in the SPM*
IBM/Lenovo strategic alliance work is continuing
* Please refer to back up materials regarding training profile updates
9-Apr-19

7. 2005 Program Emphasis
Heightened focus on valid warranty claim activity and performance, consistent with all approved servicers *
- mobile environment challenging
- proper types service; ECAs, Type Service 3
Continue communiques and conference calls
Continue recognition of top performers
Proactive review of performance to improve mutual warranty efficiency and avoid compliance issues
Continued, uninterrupted support and commitment regardless of organizational changes
Best of Breed Self-Maintenance Program! Win-Win!
* Please refer to back up materials regarding Claim Reviews
9-Apr-19

8. Contacts
Sharon Mulgrew – Mgr of US Approved Servicer Support
Karen Y. Smith – Program Mgr Warranty Self-Maintainer Program
Non-Technical Service Management Support, Any/All Issues:
Service Management Support Center, ,
note “warranty issue” in the subject line
Technical Support Issues
IBM Support Center, Approved Servicer (Dealer) Support, 800-IBM-PROD
( )
End User Support/Easy Serv Facilitation
IBM Support Center, 800-IBM-SERV
Warranty Claim Inquiries, Upgrading Parts Requests
Boulder Warranty Claim Center,
Eclaim Technical Support
Eclaim Support Center, ,
Non-Technical Support Questions Handled by SMSC
9-Apr-19

9. Websites Warranty Self-Maintainer Website IBM e-Support:
The majority of the support content that you will need for IBM PC products is available on the Personal computing support web site (
Engineering Change Announcements (ECAs) and Service Support Guide (SSG) information along with service partner hints and tips located on the Service and Support Profile Management web site (
Maintenance Parts Sales Website
Eclaim Home Page:
IBM PCD Home Page:
Warranty Self-Maintainer Website
9-Apr-19

10. Back Up Materials Training Updates
Update PCI training profile with your Authorization ID
Log on to training site, using your e-Learning System User ID and Password
Click on My Profile
Update your Authorization ID
To obtain your Authorization ID contact your Service Manager. To send a user their Authorization ID follow these steps:
Log on to SPM, using your IBM ID and Password
If you do not have an IBM ID and Password click the Register link on the sign in page to obtain access
Enter your IBM ID and Password, and your Authorization ID and Pin Number
Click IBM SPM, enter location profile and click on View Associated Contacts
Click Contact Name and click Resend Pin
9-Apr-19

11. Back Up Materials Claim Reviews
The IBM Agreement Compliance Team performs a database analysis that
checks for valid warranty activity. Areas often examined are:
Claims submitted with multiple parts for the same repair action
More than one claim submitted for the same repair action
Excessive claims for the same machine type/serial number
Improper use of warranty transaction codes
Valid labor only activity
Problem descriptions
Agreements are reviewed and reimbursements collected when there are
situations of invalid warranty claim processing.
9-Apr-19