Problem

Management
ISS SUPP
Vertical- Sortation
4th July 2013

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Vertical- ISS SUPP

Sample Size 813 Tickets
Time Frame- 11th Nov 2013-4th July 2014
Source- HP Service Centre

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Major recurring ISS Incidents Counts per Problem Code

Product

Count

SCANNER RING WEARABLE - VISION

21

SCANNER RING WEARABLE - HOME DELIVERY

35

SMS APPLICATION

35

ISS APPLICATION

131

YMS

135

SCANNER RING WEARABLE - SORTATION

268

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Deep Dive- SCANNER RING WEARABLE - VISION

All such tickets are Priority 4
Cause Code
SCANNER RING WEARABLE - VISION WEARABLE - CONNECTIVITY
WEARABLE - ESA
WEARABLE - INBOUND SCAN
WEARABLE - MOBILE ACTIVATION
WEARABLE - PRELOAD ASSIST
WEARABLE - SCANNER UPDATE
WEARABLE - TRAILER LOAD SCAN
SCANNER RING WEARABLE - VISION Total

7
1
2
2
1
2
6
21

Resolution Code
SCANNER RING WEARABLE - VISION HARDWARE FAILURE
NETWORK ISSUES
NO PROBLEM
PROCEDURAL
SOFTWARE/APPLICATION
SYSTEM/SERVER
TERMINAL RESOLVED
(blank)
4

1
1
1
1
11
2
2
2

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

R2119764
R2117151
R2114569
R2114562
R1980271
R2114561
R2110369
R2107455
R2107366
R2101355
R2098823
R2094557
R2084850
R2082125
R2069407
R2069388
R2047372
R2020038
R2002637
R2002607
R2002421

Product-SCANNER RING WEARABLE - HOME DELIVERY

Incident ID

Count of Incident ID
product
SCANNER RING WEARABLE - HOME
DELIVERY

R2103342

Resolution Code

HARDWARE FAILURE
NO PROBLEM
PROCEDURAL
PROCEDURAL - IT
SOFTWARE
SOFTWARE/APPLICATION
SYSTEM/SERVER
TERMINAL RESOLVED
(blank)
SCANNER RING WEARABLE - HOME DELIVERY Total

Total
1
1
5
1
1
20
2
3
1
35

R1982553
R2114776
R2107278
R2099361
R2052482
R2006203
R2097441
R2101909
R2118419

R2114786
R2112108
R2112029
R2110692
R2108330
R2106070
R2105370

Count of Incident ID
product
Cause Code
Total
SCANNER RING WEARABLE - HOME DELIVERY SCANNER RING HOME DELIVERY
10
SCANNER RING WEARABLE
1
WEARABLE - CONNECTIVITY
10
WEARABLE - INBOUND SCAN
8
WEARABLE - PRELOAD ASSIST
1
WEARABLE - SCANNER UPDATE
1
WEARABLE - TRAILER LOAD SCAN
4
SCANNER RING WEARABLE - HOME DELIVERY Total
35

R2105183
R2092199
R2089690
R2081136
R2072760
R2063977
R2051111
R2050880
R2026020
R2025974
R2000330
R1990048
R2106253
R2092355
R2113300
R2074551

R2070361
2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

R2116793

Product Code- SMS Application

Incident ID

product
SMS APPLICATION

Cause Code
ADDSCAN APPLICATION
GENERIC
ISS APPLICATION
ISS DOWNLOAD
OVO ERROR FOLLOW UP
SYSTEM DOWN/WAIT STATE
(blank)

R2114984

Total

R2107800

1
3
1
2
7
1
20
35

SMS APPLICATION Total

R2046725
R2036559
R2058964
R2061729

More analysis
required in
blank tickets

R2048140
R2111821
R2111297

R2110970
R2110907
R2108220
R2108210
R2047543

Count of Incident ID
product
SMS APPLICATION

SMS APPLICATION Total

R2048511

Resolution Code
NETWORK ISSUES
NO PROBLEM
OTHER
PROCEDURAL
SOFTWARE/APPLICATION
SYSTEM/SERVER
TERMINAL RESOLVED
TICKET CLOSED
(blank)

R2118656

Total

R2118588

1
2
1
4
16
7
2
1
1
35

R2109218
R2108960
R2108907
R2104639
R2101273
R2099495
R2098417
R2098393
R2083359
R2082519
R2078628
R2076778
R2071822
R2049080
R2038934
R2006210

R2000742
2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

R1989467

Blank Tickets
R2118656
R2118588
R2109218
R2108960
R2108907
R2104639
R2101273
R2099495
R2098417
R2098393
R2083359
R2082519
R2078628
R2076778
R2071822
R2049080
R2038934
R2006210
R2000742
R1989467

ISS Application
product
Cause Code
ISSAPPLICATION CAN'T FIND SORT
ESX OS ISSUES
GENERIC
INT - GENERAL ISSUE
ISS APPLICATION
ISS DOCK LAYOUT
ISS DOWNLOAD
ISS GENERAL
ISS OFFLOADS
ISS PROCEDURAL
ISS SORT TO VOICE
SCANNER SOFTWARE
SSP GENERAL
SSP PROCEDURAL
(blank)
ISS APPLICATION Total
product
Resolution Code
ISS APPLICATION BAD DATA
DATA ENTRY
DUPLICATE TICKET
FCC - INSTALL
HARDWARE
NETWORK ISSUES
NO PROBLEM
PROCEDURAL
SOFTWARE/APPLICATION
SYSTEM/SERVER
TERMINAL RESOLVED
TICKET CLOSED
USER ERROR
(blank)
ISS APPLICATION Total
7

Total
1
1
1
1
46
5
2
46
4
6
2
1
6
1
8
131
Total
1
2
1
1
1
3
2
11
82
8
13
1
1
4
131

Incident Ids
R2085884
R2118557
R2037038
R2089654
R2121187
R2120958
R2120948
R2119632
R2118970
R2118709
R2118692
R2117019
R2110126
R2106810
R2103100
R2102739
R2101400
R2101377
R2101358
R2098592
R2096861
R2095523
R1984876
R1985689

R2087801
R2087641
R2086514
R2085369
R2085242
R2084810
R2084780
R2084745
R2075911
R2075905
R2058626
R1990131
R2055566
R2054298
R2053702
R2052518
R2048463
R2041801
R2029756
R2025430
R2020000
R2014433
R2010886
R1999996
R1997203

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

R1998003
R2095727
R2078509
R2054472
R2048161
R1997092
R2114555
R2106308
R2119881
R2118686
R2117782
R1980791
R2117129
R2114906
R2113470
R2113451
R2108418
R2103767
R2102431
R2101316
R2100919
R2096358
R2088483
R2076082
R2073582

R2069414
R2068678
R2067665
R2067664
R2064984
R2063679
R2060192
R2059565
R2058638
R2057929
R2057316
R2056783
R2056291
R2054297
R1992133
R2053508
R2052428
R2050168
R2045884
R2041664
R2040829
R2038827
R2035901
R2030371
R2013073

R2002526
R2001955
R1999841
R1999646
R2088637
R2077380
R2047737
R2000434
R2120603
R2089743
R2088443
R2078718
R1992124
R2001936
R2023107
R2019059
R2101390
R2108089
R2098917
R2048298
R2039651
R2016016
R2015515
R1980325
R2118774
R2101392
R2101101
R1984073
R2069482
R2024941

R2019775
R2007869

ISS Application
ISS Team to analyze 46 tickets with cause code ISS
APPLICATION
ISS Team to analyze 46 tickets with cause code ISS
General

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Product- YMS
product Cause Code
YMS
SCANNER STAR IV CONFIGURATION
TMS - MISC ERROR
YMS CONNECTIVITY
YMS GENERAL
More analysis
YMS HARDWARE
required in
YMS SOFTWARE
YMS TRAILER LOCATION blank tickets
(blank)
YMS
Total

Count of Incident ID
product
Resolution Code
Total
YMS
DATA ENTRY
2
DUPLICATE TICKET
2
FCC- OTHER
1
NO PROBLEM
19
PROCEDURAL
13
SOFTWARE/APPLICATION
92
TERMINAL RESOLVED
4
TICKET CLOSED
1
USER ERROR
1

Total
2
1
13
24
3
13
29
50
135

Blanks
R2051701
R2044603
R2044306
R2044277
R2043570
R2043453
R2039930
R2039700
R2039175
R2038727
R2038360
R2037419
R2035658
R2034896
R2032323
R2031664
R2031627
R2030554
R2030243
R2028610
R2027676
R2027536
R2026564
R2026164
R2025709

Blanks
R2025075
R2024918
R2023238
R2023222
R2021326
R2016095
R1982296
R2015405
R2015325
R2015320
R2007449
R2006254
R2006084
R2006014
R1983736
R1983740
R2002661
R2001679
R1999052
R1998998
R1998964
R1997059
R1992181
R1988425
R1988359

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Incident ID
R2053296
R2051713
R2051702
R2051699
R2050826
R2049368
R2045755
R2043901
R2039583
R2037423
R2036447
R2030499
R2028364
R2028346
R2025559
R2022138
R2020871
R2020818
R2020666
R2020010
R2018902
R2014999
R2009121
R2007920

SCANNER RING WEARABLE - SORTATION

product
SCANNER RING
WEARABLE SORTATION

Total

10

Cause Code

Total

AUTOSWAK
GENERAL PROBLEM
ISS APPLICATION
ISS GENERAL
NOC- GENERIC
OVO ERROR FOLLOW UP
SCANNER DOCK MC55 APPLICATION
UPDATE
SCANNER DOCK MC55 CONNECTIVITY
SCANNER STAR IV CONFIGURATION
WEARABLE - CONNECTIVITY
WEARABLE - ESA
WEARABLE - INBOUND SCAN
WEARABLE - MOBILE ACTIVATION
WEARABLE - PALS
WEARABLE - PRELOAD ASSIST
WEARABLE - SCANNER UPDATE
WEARABLE - TRAILER LOAD SCAN
(blank)

1
1
1
1
1
1
1
1
1
100
7
45
7
2
8
33
44
13
268

Incident ID
R2082987
R2085081
R1981350
R1981154
R2107464
R2059042
R2016045
R1998668
R2118864
R1979804
R2121186
R1980303
R2120914
R1980505
R2120014
R2119979
R2118376
R1981464
R1981467
R1981468
R1981471
R2117544
R1983633
R2117006
R2116761
R2115166
R2114628
R2114606
R1986493

R1986549
R2114002
R2113232
R1987381
R1987386
R2113100
R1988040
R1988129
R2112372
R1988693
R2109035
R1989437
R1989475
R2107359
R2106820
R2106640
R2105380
R2104457
R2101611
R1992813
R2098703
R1994863
R2097845
R1995505
R1995735
R1995763
R2092205
R2091926
R2091342
R2090644

R1998920
R2089113
R2085071
R2085056
R2085034
R2085029
R2000663
R2084889
R2084631
R2001428
R2001500
R2002470
R2077520
R2002862
R2071382
R2068514
R2067659
R2006933
R2007567
R2067069
R2009053
R2009733
R2059416
R2011203
R2011680
R2058645
R2012043
R2012338
R2056177
R2054695

R2052397
R2052393
R2046677
R2044950
R2038900
R2016772
R2038859
R2019789
R2033958
R2033483
R2032220
R2032144
R2020829
R2030622
R2030464
R2026137
R2026023
R2022220
R2025644
R2023026
R2100949
R2099392
R2097925
R2097892
R2083983
R2067565
R2035316
R2120943
R2120169
R1980788

The clear recurring problem here is with Wearable's category (Connectivity/Inbound Scan/Scanner
Update/Trailer Load Scan)
We need to make sure the team has an SOP for this problem.
Need suggestions from team on elimination of problem
2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

SCANNER RING WEARABLE - SORTATION

Count of Incident ID
product

Cause Code

Total

SCANNER RING WEARABLE - SORTATION AUTOSWAK

GENERAL PROBLEM

ISS APPLICATION

ISS GENERAL

NOC- GENERIC

OVO ERROR FOLLOW UP

SCANNER DOCK MC55 APPLICATION UPDATE

SCANNER DOCK MC55 CONNECTIVITY

SCANNER STAR IV CONFIGURATION

WEARABLE - CONNECTIVITY
WEARABLE - ESA
WEARABLE - INBOUND SCAN

100
7
45

WEARABLE - MOBILE ACTIVATION

WEARABLE - PALS

WEARABLE - PRELOAD ASSIST

WEARABLE - SCANNER UPDATE

33

WEARABLE - TRAILER LOAD SCAN

44

(blank)

13

SCANNER RING WEARABLE - SORTATION

Total

11

268

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Mujtaba Mir
Associate Consultant
mujtaba.mir@wipro.com

12

2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL