How Product Service Campaign Management Records Work Together
Compliance officers, quality assurance engineers, safety managers, and product developers at original equipment manufacturing companies can define and track product campaigns for recalls, upgrades, or maintenance services with precision. Understand how product service campaign information is represented.
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When a user creates a product service campaign, they need to define its purpose and impact. The first step is to categorize the campaign, which sets the foundation for its scope. A product service campaign can be defined by its primary objective, such as:
- Recall: This is for situations where a product needs to be returned or fixed due to a serious safety risk or defect.
- Upgrade: This type of campaign is used to improve a product or service, often to enhance performance or add new features.
- Maintenance: These campaigns are for routine service, inspections, or preventive care to ensure a product continues to function correctly.
Once the campaign type is defined, a user can assess its past, present, and future impact. This critical information explains the campaign's significance and its necessity.
You can measure this by logging specific incidents, such as:
-
The number of injuries or accidents reported
-
The volume of customer complaints received
Beyond the current data, it's essential to project the potential future impact if the issue isn't resolved. This provides a clear understanding of the campaign's value and urgency. The future impact should be considered across multiple areas:
- Customer Health: The potential for future harm or danger to customers.
- Customer Satisfaction: The risk of a decline in customer trust and loyalty.
- Company Reputation: The potential for damage to the company's brand image.
- Company Finances: The financial risk due to potential lawsuits, fines, or lost sales.
This structure provides a comprehensive overview, making it clear why the campaign was initiated and what it aims to achieve.
Here's how the scope of product service campaigns is integrated to streamline the execution process efficiently and mitigate risks to customers, products, original equipment manufacturers, and the environment.
Product Service Campaign Group Definitions
Compliance officers can define the basic details for product service campaigns such as their usage type, the associated potential risks, the severity, the key contacts, and the information required for risk assessment. They can access this information on the product service campaign group definition records. This provides an efficient view of the mandatory information that is required to initiate a product service campaign and oversee its proper execution.
| Name | Type | Status | Severity | Reported By | Description | Incident Count | Resolution Measures | Total Impacted unit Count |
|---|---|---|---|---|---|---|---|---|
| Recall for Neogen Lyte | Recall | Open | High | NHAI | The airbags won't deploy due to the locking issue in the seat belts provided in June 2024. | 150 | The impacted vehicles need to be recalled and the 2024 seat belts need to be replaced with the 2025 seat belts. | 100,000 |
After a product service campaign group definition is created, it can be associated with related definition records for tracking granular information about a service campaign and its impacted parts.
Product Service Campaign Definitions
A product service campaign definition record is a child record of a product service campaign group definition record that maps and captures information about the products that need to be serviced as part of a campaign. These records store the granular details related to the products, such as the count of products impacted, the associated serial numbers, and the business brand.
| Name | Product Service Campaign Group Definition | Product | Make Name | Model Name | Model Year | Business Brand | Impacted Unit Count | Starting Serial Number | Ending Serial Number |
|---|---|---|---|---|---|---|---|---|---|
| PSCD-0001 | Recall for Neogen Lyte | Neogen Lyte ZXi | Topline | Lyte | 2024 | Neogen | 100,000 | VIN102 | VIN653 |
Product service campaign definition records can be associated with product service campaign records that are used for execution purposes.
Product Service Campaign Group Definition Causal Item
A product service campaign group definition causal item record stores the information about the impacted item for which the service campaign is initiated. These records store the granular details related to the causal item, such as the make and model information derived from the associated product record and the way it needs to be fixed.
| Name | Product Service Campaign Group Definition | Product | Model Year | Business Brand | Remediation Type | Replacement Request Type |
|---|---|---|---|---|---|---|
| PSCGDCI-0001 | Recall for Neogen Lyte | Neogen Lyte Seat Belt | 2024 | Neogen | Replace | Request a Product Return with Credit |
Dealers can use these records to track the impacted items in a product service campaign and request returns from the relevant suppliers or original equipment manufacturers. If the replacement type is for a product return with credit, dealers can return causal parts to their supplier or original equipment manufacturer and receive credit from them. If the replacement type is for credit without product return, dealers can scrap the causal parts without returning them and still receive credit from their supplier or original equipment manufacturer.
Product Service Campaign Definition Related Causal Item
A product service campaign definition related causal item record associates a product service campaign definition record with a product service campaign group definition causal item record. This tracks the cases where an impacted product has multiple causal items, and vice versa.
| Name | Product Service Campaign Definition | Product Service campaign group Definition Causal Item |
|---|---|---|
| PSCDRCI-0001 | PSCD-0001 | PSCGDCI-0001 |
Product Service Campaign Group Definition Partner
There are multiple partners or stakeholders that can be associated with a product service campaign that need to be communicated about the relevant details. Ensuring precise communication with these partners is necessary for safety protocols. A product service campaign group definition partner record stores the information about these coordinating partners, such as a supplier or a distributor, related to a product service campaign definition record. This helps track the role, account, channel of communication, and point of contact for the associated partners.
| Name | Product Service Campaign Group Definition | Related Record | Account | Type | Engagement Channel Type | Point of Contact |
|---|---|---|---|---|---|---|
| PSCGDP-0001 | Recall for Neogen Lyte | PSCD-0001 | Acme | Distributor | Howard Jones |
Product Service Campaign Definition Partner Inventory
A product service campaign definition partner inventory record stores the information about the inventory held with partners, such as dealers who have sold or are holding unsold products that are impacted by a product service campaign. This facilitates simplified tracking of impacted items with multiple partners at various locations.
| Name | Product Service Campaign Definition | Partner Type | Partner Account | Product Item | Unsold Inventory Quantity | Inventory Status |
|---|---|---|---|---|---|---|
| PSCDPI-0001 | PSCD-0001 | Distributor | Acme | PI-0001 | 500 | Received |
Product service campaign definition partner inventory records can be associated with return order records that are used for the execution of a product service campaign.
Product Service Campaign Preferred Partner
A product service campaign preferred partner record is a child record of a product service campaign record that stores the partner information for the execution of a campaign. It represents information about the most appropriate partner to execute a product service campaign within a specific geographic area. It helps compliance officers map and allocate service providers to minimize costs and turnaround time. Users can rank relevant dealers or distributors in their order of preference to carry out the product service campaign in a specific location.
| Name | Product Service Campaign | Account | Contact | Location | Partner Preference order | Role |
|---|---|---|---|---|---|---|
| PSCPP-0001 | PSC-0001 | Acme | Howard Jones | California | 2 | Distributor |
Product Service Campaign Work Type
Previously, users could only define one work type for a product service campaign record. Now, users can associate multiple relevant work types with a product service campaign and relate them using a product service campaign work type record. For example, a recall campaign can have an Inspection work type and a Repair work type.
| Name | Product Service Campaign | Work Type |
|---|---|---|
| PSCWT-0001 | PSC-0001 | WT-01 |
