No Resolution tittle Department Function

18 Confirm sales order before casting CDS Order

19 Create/Delay/Cancel Order CDS Order

20 Confirm volume after pouring CDS Service

25 CDS staff manner/attitude and behavior CDS Service

26 Delivery on time CDS Service

29 Tranport supervisor in rush hour, banned road . . . CDS

32 Plant capacity CDS Service

33 Pump service CDS Service

34 Create/Delay/Cancel Order CDS Service
37 Confirm volume after pouring CDS Service

Site Coordinator not available at site before and

38 CDS Service
during casting

39 Request more site tester and Site Coor CDS Service

40 Delivery process Committee CDS Service

41 Print view weight CDS Service

42 Route survey and distance master CDS Service

43 Safety in job site CDS Service

56 Testing mould late time/not available Service Quality

59 Houskeeping at Site fault by Tester Service Tester

Missing tools for QA tester at site (wheel barrow,

60 Service Tester
mould, . . . )

61 Tester not available Service Tester

62 Delivery certificate late time to customer Service Certificate

63 Quotation for new MD Service
 PIC Keywords

Order Taker Order

Order Taker Order

Site Coor Volume loss

CDS Behavior

CDS Delivery

Pieter Delivery

Dispatcher Plant

Order taker Pump

Dispatcher Order
Site Coor Volume loss

Site Coor Staffs

Site Coor Service

Happen with big

pour/important
Service
pour=> decided
by big pour mgr.

Dispatcher Service

Phu Delivery
 Phu Service

Site Supervisor Mould

Site Supervisor Tester

Site Supervisor Tester

Site Supervisor Tester

Quality Manager Certificate

Quality Manager Mix Design
 Resolution details

_ Checking voice recording._x000D_

_All orders have to be confirmed at least 30' before the mixing
time.

_Checking voice recording to get to know the root cause of the

problem._x000D_
_CSC staff will inform to the customer on can we receive their
order or not right after recevie the request from the customer.

Contact with the customer to arrange time to sign volume

confirmation

_ Checking voice recording._x000D_

_ Memo to the staff if there is something wrong.

_Organize meeting with involvement of relevant department to

solve.

Base on what information we have, inform to the customer as

their request.

Checking on GPS system and inform to the customer.

Adjust on information in SAP system.
Contact with the customer to arrange time to sign volume
confirmation
_ Checking voice recording._x000D_
_ Memo to the staff if there is something wrong.

_Checking on man-power we have._x000D_

_Base on situation at that moment, we will decide to send more
people or not.

_ Sale have to send request to Sale Mgr, Operation Mgr,

Production Mgr to get their approval._x000D_
_ CSC will inform to Batcher to print view weight.

Base on SLA with Sale team, Site Service team will send PIC to
check and create distance master in the system.
HVL Site services team will be main responsible for safety at
jobsite. All Holcim's staff and HVL's contractors have to be
followed our safety requirement.

1. Khi c n hng cn 30 khun tr ln, QA s sp xp chuyn

ln cng trng trc._x000D_
2. CDS truyn ti thng tin khng y hoc qun hoc khng
chnh xc v s lng khun khch hng yu cu khi t hng ti
QA v Production._x000D_
3. i vi n hng cn di 30 khun, trm s chuyn ln cng
trng theo xe bn b tng.

Nhm Site Tester s ph trch vic dn dp v sinh cng trng

do vng vi b tng x ra kim tra cht lng (o st, c
mu)

Chuyn b sung dng c s cua ca Site Tester

Sp xp Th Nghim t cc trm khc hoc chuyn/b sung n

hng v trm c th nghim.

1. Nu Holcim tr chi ph th nghim: Nhm ph trch nn mu

lm vic vi phng th nghim xut chng ch v gi cho
khch hng hoc cho Sales (nu Sales yu cu) trong vng 7
ngy tnh t ngy th nghim mu b tng; trng hp khch
hng tr chi ph th nghim: khch hng ch ng ly kt qu t
phng th nghim do phng th nghim thng gi chng ch cho
n v tr tin_x000D_
2. Trng hp Sales yu cu QA gi chng ch cho Sales Sales
a khch hng hoc chng ch ca cng trnh nh dn dng. Do
Sales ch ng lin h vi khch hng giao trong vng 7
ngy k t ngy nhn chng ch!??
1. Sales: thiu st cha cp nht sn phm ca khch hng vo
quotation kp thi to n hng._x000D_
2. CDS: To n hng tr t khi nhn n hng thng ri vo
ngoi gi hnh chnh khng c Sales Admin nn khng kp a
sn phm vo quotation.
 SUPPORT FROM OTHER
HOW CAN WE COMPLETED CASE
DEPARTMENT

Communicate with the customer what was wrong

and how can we improve our process (by phone)

Communicate with the customer what was wrong

and how can we improve our process (by phone)

Communicate with the customer what was wrong

Sales and how can we improve our process (by phone)

Communicate with the customer what was wrong

and how can we improve our process (by phone)

Communicate with the customer what was wrong

and how can we improve our process (by phone).
Sale, Transport, Pump, Production
Together with Sale person ( & relevent dept) to meet
the customer to give our commitment.

Have to comply with the VN law.

Reply to the customer via phone or email. Official

Production letter (in case of need) have to send by KEA together
with quotation.

Reply to the customer via phone.

Reply to the customer via phone.

Sales

Communicate with the customer what was wrong

and how can we improve our process (by phone)

Reply to the customer via phone.

Reply to the requester via phone.

Sale Reply via mail.

 Will be discussed with the customer during Kick-off
Transport, Pump, Sale, Customer
meeting.

1. Sp xp xe ch mu chuyn khun ln
cng trng. Trng hp khng th s
dng c xe (c bit ban m) s
chuyn theo xe bn b tng._x000D_
2. CDS xc nhn s lng khun cn v
CDS, Production thng bo n QA v Production sp
xp chuyn khun._x000D_
3. Production (Batcher/QC) xc nhn vi
CDS s lng khun m Trm cn chuyn
trnh chuyn thiu v tp trung
chuyn lin tc cc xe u tin.

Site services xc nhn vi khch hng v

khu vc c php x b tng thi hoc
vng vi.

CDS: cn nm r Site Tester xut t khu

vc no, yu cu Site Tester vo trm
ly dng c ng tin giao hng.
Trng hp c nhiu hn 2 Tester t cc
Production: chuyn dng c
trm khc nhau cho 1 n hng th cho
ca nhm Site Tester ln cng
php c 1 tester xut pht khng phi t
trng
trm (thng xy ra trong trng hp
tng cng), tuy nhin phi tha thun
c vi Trm v vic chuyn dng c b
sung ca Site Tester

Transport: xe b tng c CDS: cn nm s lng "remaining

sp xp ch Th nghim v available" ca Site Tester cn li ch
trm b sung n hng v sau ng nhn n hng, v phng n tng
cng cng Site Tester (tng ca) c th c.

1. Sales: thng tin v hp

ng vi khch hng ti QA
1. Xc nh n v tr tin v lm vic vi
(nhm nn mu) iu khon
phng th nghim ly chng ch chuyn
thanh ton chi ph th
khch hng nu Holcim chu trch nhim
nghim_x000D_
tr chi ph_x000D_
2. QA: nu Sales pht hin bt
2. Sales lin lc vi khch hng t
k bt thng v thng tin
tha thun v vic giao nhn chng ch
trn chng ch th bo QA
chnh sa
 1. Sales theo di v thng bo nhng sn
phm khch hng c th t hng c
1. QA: cung cp m code
bit n hng u tin ca sn phm mi
_x000D_
thng bo Sales Admin/QA_x000D_
2. Sales admin: a code vo
2. CDS: mi ln nhn n hng t khch
trong quotation
hng, to ngay trn h thng pht hin
kp thi v thng bo Sales v QA
 SLA of Department SLA of Department
Support (working hours) Support (working days)

4.0 0.50

0.00

0.00

0.00

0.00

0.00

0.00

0.00
0.00
0.00

0.00

0.00

0.00

0.00

0.00
 0.00

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50
4.0 0.50
SLA description (Thi gian c tnh bt Working hour description
u t khi no) 1nd level

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week
24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week
Working hour description
2nd level

working hours: 24/7

working hours: 24/7

working hours: 24/7

working hours: 24/7

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

working hours: 24/7

working hours: 24/7

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
working hours: 24/7
working hours: 24/7

working hours: 24/7

working hours: 24/7

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM
No Resolution tittle

1 Confirm sales order before casting

2 Create/Delay/Cancel Order

3 Confirm volume after pouring

4 CDS staff manner/attitude and behavior

5 Delivery on time & Delivery process Committee

6 Plant capacity

7 Pump service
8 Create/Delay/Cancel Order
9 Confirm volume after pouring

Site Coordinator not available at site before and

10
during casting

11 Request more site tester and Site Coor

12 Print view weight

Route survey for safety and distance master at job

13
site

14 Safety in job site

 Testing mould , tolls test slump, wheel barrow . . . not
15
available at job site before casting

16 Houskeeping at Site fault by Tester

Missing tools for QA tester at site (wheel barrow,

17
mould, . . . )
 Resolution tittle Department Function

CDS Order

Sale Order (check/create/modify)

CDS Order

Confirm volume after pouring CDS Service

Attitude & Behavior of staffs at Site CDS Service

Delivery on time & Delivery process Committee CDS Service

Plant capacity CDS Service

Pump service CDS Service

Sale Order (check/create/modify) CDS Service
Confirm volume after pouring CDS Service

Site Coor/tester available at job site CDS Service

Site Coor/tester available at job site CDS Service

Print view weight CDS Service

CDS Service
Route survey for safety and distance master at job
site
CDS Service
Testing mould , tools test slump, wheel barrow . . . not
Service Quality
available at job site before casting

Houskeeping at Site fault by Tester Service Tester

Testing mould , tolls test slump, wheel barrow . . . not

Service Tester
available at job site before casting
 PIC Keywords

Order Taker Order

Order Taker Order

Site Coor Volume loss

CDS Behavior

CDS Delivery

Dispatcher Plant

Order taker Pump

Dispatcher Order
Site Coor Volume loss

Site Coor Staffs

Site Coor Service

Dispatcher Service

Phu Delivery

Phu Service
Site Supervisor Mould

Site Supervisor Tester

Site Supervisor Tester

 Resolution details

_ Checking voice recording._x000D_

_All orders have to be confirmed at least 30' before the mixing
time.

_Checking voice recording to get to know the root cause of the

problem._x000D_
_CSC staff will inform to the customer on can we receive their
order or not right after recevie the request from the customer.

Contact with the customer to arrange time to sign volume

confirmation

_ Checking voice recording._x000D_

_ Memo to the staff if there is something wrong.

_Organize meeting with involvement of relevant department to

solve.

Base on what information we have, inform to the customer as

their request.

Checking on GPS system and inform to the customer.

Adjust on information in SAP system.
Contact with the customer to arrange time to sign volume
confirmation
_ Checking voice recording._x000D_
_ Memo to the staff if there is something wrong.

_Checking on man-power we have._x000D_

_Base on situation at that moment, we will decide to send more
people or not.

_ Sale have to send request to Sale Mgr, Operation Mgr,

Production Mgr to get their approval._x000D_
_ CSC will inform to Batcher to print view weight.

Base on SLA with Sale team, Site Service team will send PIC to
check and create distance master in the system.

HVL Site services team will be main responsible for safety at

jobsite. All Holcim's staff and HVL's contractors have to be
followed our safety requirement.
1. Khi c n hng cn 30 khun tr ln, QA s sp xp chuyn
ln cng trng trc._x000D_
2. CDS truyn ti thng tin khng y hoc qun hoc khng
chnh xc v s lng khun khch hng yu cu khi t hng ti
QA v Production._x000D_
3. i vi n hng cn di 30 khun, trm s chuyn ln cng
trng theo xe bn b tng.

Nhm Site Tester s ph trch vic dn dp v sinh cng trng

do vng vi b tng x ra kim tra cht lng (o st, c
mu)

Chuyn b sung dng c s cua ca Site Tester

 SUPPORT FROM OTHER
HOW CAN WE COMPLETED CASE
DEPARTMENT

Communicate with the customer what was wrong and

how can we improve our process (by phone)

Communicate with the customer what was wrong and

how can we improve our process (by phone)

Communicate with the customer what was wrong and

Sales how can we improve our process (by phone)

Communicate with the customer what was wrong and

how can we improve our process (by phone)

Communicate with the customer what was wrong and

how can we improve our process (by phone). Together
Sale, Transport, Pump, Production
with Sale person ( & relevent dept) to meet the customer
to give our commitment.

Reply to the customer via phone or email. Official letter

Production (in case of need) have to send by KEA together with
quotation.

Reply to the customer via phone.

Reply to the customer via phone.

Sales

Communicate with the customer what was wrong and

how can we improve our process (by phone)

Reply to the customer via phone.

Reply to the requester via phone.

Sale Reply via mail.

Will be discussed with the customer during Kick-off

Transport, Pump, Sale, Customer
meeting.
 1. Sp xp xe ch mu chuyn khun ln
cng trng. Trng hp khng th s dng
c xe (c bit ban m) s chuyn theo
xe bn b tng._x000D_
2. CDS xc nhn s lng khun cn v
CDS, Production thng bo n QA v Production sp xp
chuyn khun._x000D_
3. Production (Batcher/QC) xc nhn vi CDS
s lng khun m Trm cn chuyn
trnh chuyn thiu v tp trung chuyn lin
tc cc xe u tin.

Site services xc nhn vi khch hng v khu

vc c php x b tng thi hoc vng
vi.

CDS: cn nm r Site Tester xut t khu vc

no, yu cu Site Tester vo trm ly
dng c ng tin giao hng. Trng hp
Production: chuyn dng c c nhiu hn 2 Tester t cc trm khc nhau
ca nhm Site Tester ln cng cho 1 n hng th cho php c 1 tester xut
trng pht khng phi t trm (thng xy ra trong
trng hp tng cng), tuy nhin phi tha
thun c vi Trm v vic chuyn dng c
b sung ca Site Tester
 SLA of 2 level
SLA 1 level SLA of 1 level (working
Department Support
(working hours) days)
(working hours)

0.5 0.06 0.5

0.00

0.00

0.00

0.00

0.00

0.00
0.00
0.00

0.00

0.00

0.00

0.00

0.00
4.0 0.50 4.0

4.0 0.50 4.0

4.0 0.50 4.0

 SLA of 2 level
SLA description (Thi gian c
Department Support
tnh bt u t khi no)
(working days)

0.06

0.00

0.00

0.00

0.00

0.00

0.00
0.00
0.00

0.00

0.00

0.00

0.00

0.00
0.50

0.50

0.50
 Working hour description Working hour description
1nd level 2nd level

24 hrs for 7 day per week working hours: 24/7

24 hrs for 7 day per week working hours: 24/7

24 hrs for 7 day per week working hours: 24/7

24 hrs for 7 day per week working hours: 24/7

Mon - Fri, 8AM -

24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM

24 hrs for 7 day per week working hours: 24/7

Mon - Fri, 8AM -
24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM
24 hrs for 7 day per week working hours: 24/7
24 hrs for 7 day per week working hours: 24/7

24 hrs for 7 day per week working hours: 24/7

24 hrs for 7 day per week working hours: 24/7

Mon - Fri, 8AM -

24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM
 Mon - Fri, 8AM -
24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

24 hrs for 7 day per week 12PM_x000D_
1PM - 5PM
No Resolution tittle Department Function

1 Volume lost by Plant Production Operation

2 Lumpy concrete Production Operation

3 Raw material quality (size, color, strength . . .) Production Operation

4 Quality concrete not meet require slump, flowable Production Operation

5 Lost/wrong view weight & Ticket Production Operation

6 Lost/wrong view weight & Ticket Production Operation

7 Lost/wrong plastic seal for truck Production Operation

8 Broken plastic seal for truck Production Operation

9 Lost/wrong plastic seal for truck Production Operation

 PIC Keywords Resolution details

1.Kim tra h thng cn NVL: ct , xi mng, ph gia nc ( 3

Production
Volume loss ngy)_x000D_
Manager 2.Kim tra density ca cp phi ( phi hp vi QA) ( 2 ngy)

1. Kim tra ngun nguyn vt liu ( c bit ct nghin trong iu

kin tri ma).( 1 ting)_x000D_
2. Kim tra h thng ng nc ( cc l x c b nght khng). ( 2
Production ting)_x000D_
Quality 3. Kim tra sequence x NVL vo mixer ( thi gian x nc, xi
Manager
mng khng hp l) ( 1/2 ngy)_x000D_
4. Phn tch nguyn nhn, a ra bin php khc phc phng nga
( 1 ngy)

1.Kim tra kho NVL nu pht hin bt thng th tr

Production
Quality nh cung cp.( 1 ngy)_x000D_
Manager
2. Gi cng vn nhc nh nh cung cp ( 1 ngy)

1.Kim tra cc cp phi ( view weigh) cp cho

khch hng. ( 2 ting)_x000D_
2.Kim tra vic kim tra st, chy, nhit
Production
Quality trc khi xe ra khi trm bng thng tin s trc trm,
Manager
thng tin t bo co ca.( 1 ting)_x000D_
3. Phn tch nguyn nhn khng t cht lng ,a
ra cc bin php khc phc, ngn nga ( 1 ngy)

1. Kim tra thng tin in view weigh t nhn vin

batcher ( 1 ting)_x000D_
Production 2. In li view weigh khc v gi cho khch hng (2
Document
Manager ting)_x000D_
3. Thc hin bng cam kt khi lng nu khch hng
cn ( 1/2 ngy)
1. Kim tra thng tin in view weigh t nhn vin
batcher ( 1 ting)_x000D_
Production 2. In li view weigh khc v gi cho khch hng ( 2
Document
Manager ting)_x000D_
3. Thc hin bng cam kt khi lng nu khch hng
cn ( 1/2 ngy)

1.Kim tra s theo di ca bo v bit c nhn

vin bo v c nim ch hay khng ( 1 ting)_x000D_
2.Nu c th ghi nhn li s nim ch v lm vic vi
Production b phn vn ti_x000D_
Document
Manager 3. Nu khng th xe tr v s kim tra thc t trong
bn v nim ch li. ( 1 ting)_x000D_
4. ngh vi khch hng tin hng cn xe xc
nhn khi lng( 3 ting)
 1.Kim tra thng tin vic nim ch ca nhn vin bo
v. ( 1 ting)_x000D_
2.Kim tra thc t cch nim ch ca bo v ng
khng. ( 1 ting) _x000D_
Production
Document 3.Nu do cch nim ch ca bo v th hng dn li
Manager
nhn vin bo v v gii thch vi khch hng. ( 1
ting)_x000D_
4. ngh vi khch hng tin hnh cn xe xc
nhn khi lng ( 3 ting)

1.Kim tra s bo co ca bo v xc nhn thng

tin. ( 1 ting)_x000D_
Production
Document 2.Nu li bo v khi nhm thng tin siu ch ln phiu
Manager
xut th lin lc vi khch hng v ngh cn xe
xc nhn khi lng ( 3 ting)
 SUPPORT FROM OTHER
HOW CAN WE COMPLETED CASE
DEPARTMENT

TC

Quality

Quality

Quality

CDS

Transport,
Transport,

Transport,
 SLA of Department SLA of Department
Support (working hours) Support (working days)

16.0 2.00

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50
4.0 0.50

4.0 0.50
SLA description (Thi gian c tnh bt Working hour description
u t khi no) 1nd level

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

Working hour description
2nd level
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
No Resolution tittle Department Function

Quality R&D

1 Mix Design/Mix Code not available

Quality R&D

2 Wrong MD in pouring process Quality R&D

3 Quality (strength) not meet requirement Quality Quality

4 Quality Commitment Quality Quality

5 Change mix design in delivery process Quality Quality

Certificat
6 Delivery certificate late time to customer Service
e

7 Quotation for new MD Service raw cost

 PIC Keywords

Process Sup

Mix Design

Process Sup

Process Sup Mix Design

Quality Manager Mix Design

Quality Manager Mix Design

Process Sup Mix Design

Testing coord Certificate

MD specialist Mix Design

 Resolution details

1. Qun thng tin, mt thng tin, gi sai, ngi cha sn sng i

vi trng hp urgent: _x000D_
- Hanh dong tuc thoi : tao va cap nhat he thong MD va MC moi
theo yeu cau._x000D_
- Tim hieu va dieu tra nguyen nhan ==> bien phap ngn nga
ti din.

2. Qun thng tin, mt thng tin, gi sai, ngi cha sn sng i

vi trng hp normal: _x000D_
- Hanh dong tuc thoi : tao va cap nhat he thong MD va MC moi
theo yeu cau._x000D_
- Tim hieu va dieu tra nguyen nhan ==> bien phap ngn nga
ti din.

1. Do QA thay i cp phi nhng cha c khch hng ng

qua xc nhn t Sales. y l trng hp khn cp nn cn hnh
ng tc thi: thay i cp phi trn h thng trng vi cp phi
ca khch hng duyt sau khi i chiu vi cp phi t TC gi
khch hng hoc thng qua CDS sau khi lm vic trc tip vi
khch hng ti cng trng

1. Trng hp cng khng t, QA tin hnh th nghim trn

mu lu nu c, hoc mu hin trng (bng phng ph ph
hy hoc khng ph hy) sau khi c s chp thun ca khch
hng. Song song , iu tra nguyn nhn vi cc phng ban lin
quan (chnh l Production, CDS) tm ra nguyn nhn nhm
phng nga trng hp tng t xy ra_x000D_

Khi c s thay i v cp phi hay nghi vn v cht lng t pha

khch hng => cng vn cam kt cht lng trc khi

Ging trng hp thay i cp phi khi ang cp hng trn nu

c complaint
Lm vic vi phng th nghim xut chng ch v gi cho
khch hng hoc cho Sales (nu Sales yu cu) trong vng 7
ngy tnh t ngy th nghim mu b tng trong trng hp
Holcim chu chi ph th nghim

QA cha cung cp gi raw cost ca sn phm

 SUPPORT FROM OTHER
HOW CAN WE COMPLETED CASE
DEPARTMENT

1. To cp phi trn h thng

2. To cp phi trn h thng

1. iu chnh thnh phn cp phi trn h

CDS, TC
thng tip tc cp hng

Tip cn theo th t gii quyt:

- Nn mu i chng
- Th nghim khng ph hy ti cng
Production, CDS , TC trng.
- Khoan li, nn mu.
- Hp ngh cc phng n khc: nh
gi thit k, gim gi,..

Vit cng vn cam kt cht lng, chuyn

TC, Sales
ti TC hoc Sales gi khch hng

Yu cu phng th nghim xut chng ch

Sales v gi cho khch hng hoc Sales khi c
yu cu

cp nht gi nguyn vt liu v tnh raw

cost ca sn phm
SLA of Department Support SLA of Department
(working hours) Support (working days)

4.0 0.50

8.0 1.00

2.0 0.25

40.0 5.00

16.0 2.00

40.0 5.00

16.0 2.00
SLA description (Thi gian c tnh bt Working hour description
u t khi no) 1nd level

Sau khi nhn c thng tin yu cu bng

Mon - Sun, 7:30AM -
email v ng thi c xc nhn qua in thoi
12PM_x000D_
c thng bo kp thi v tnh trng khn
1PM - 4:30PM
cp, nhm trnh b st email

Sau khi nhn c thng tin yu cu bng Mon - Fri, 7:30AM -

email (khuyn khch gi in thng bo kp 12PM_x000D_
thi) 1PM - 4:30PM

24 hrs for 7 days per week

Ngay sau khi nhn email v in thoi
(24/7)

Mon - Fri, 7:30AM -

sau khi nhn c email 12PM_x000D_
1PM - 4:30PM

Mon - Fri, 7:30AM -

sau khi nhn c email 12PM_x000D_
1PM - 4:30PM

trong trng hp sau 7 ngy tnh t ngy th Mon - Fri, 7:30AM -

nghim m cha gi chng ch cho khch 12PM_x000D_
hng 1PM - 4:30PM
Mon - Fri, 7:30AM -
sau khi nhn c email 12PM_x000D_
1PM - 4:30PM
Working hour description
2nd level

Mon - Sun, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

24 hrs for 7 days per week

(24/7)

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM
No Resolution tittle Department Function

1 Volume loss TC Quality

2 B tng b r mt v bt kh TC Quality

3 Concrete different color TC Quality

4 Concrete have water floor TC Quality
5 Concrete not met require for strengh TC Quality

6 Concrete setting time too long TC Quality

7 Slump retenttion and loss TC Quality

8 Concrete craked TC Quality

Instruction for construction and maintenance of

9 TC Quality
concrete

10 Request information & consultant for product TC Quality

Check and confirm dimension and volume before

11 TC Quality
pouring

12 Request have TC go to site for support TC Quality

 PIC Keywords

TC Manager Volume loss

TC Manager Quality

TC Manager Quality
TC Manager Quality
TC Manager Quality

TC Manager Quality

TC Manager Quality

TC Manager Quality

TC Manager Quality

TC Manager Service

TC Manager Service

TC Manager Service
 Resolution details

Apply WI - Solving problem volume loss: _x000D_

'- Check site coordinator data, truck behaviors._x000D_
- Request customers for drawings & calculations._x000D_
- Recalculate volume & sign off with customers

Review reinforcement & formwork. Propose high slump concrete &

check air content

Review with Production & job site activities --> Feedback to

customers

Review with QA& Production. Coring to test site strength as

necessary
Identify root cause: Check mix design & bacthing plant (overdose
of admix, cement settting time). Time of formwork removal at job
site. If no serious damage, close the case, only minor patching
required.
Review mix design (QA) & production then feedback to
customers. Change mix design if necessary.
Identify root cause by site observation. Explain to customers &
provide support if necessary
Visit customers and provide consulting service
Visit customers and provide consulting service together with
Sales
Request for drawings & volume calculation. Visit & measure as
necessary

Visit customers and provide consulting service

 SUPPORT FROM OTHER
HOW CAN WE COMPLETED CASE
DEPARTMENT

Transport, CDS, Production, Pump, . .

.

Survey at job site. _x000D_

Find root cause (internal &
Production
external)_x000D_
Resolution solving
Production

Production

QA, Production

QA, Production

QA, Production

Production

Sales
 SLA of Department SLA of Department
Support (working hours) Support (working days)

32.0 4.00

4.0 0.50

4.0 0.50
4.0 0.50
4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50
SLA description (Thi gian c tnh bt Working hour description
u t khi no) 1nd level

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week
24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

24 hrs for 7 day per week

Working hour description
2nd level

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM
working hours: 24/7
working hours: 24/7

working hours: 24/7

working hours: 24/7

working hours: 24/7

working hours: 24/7

working hours: 24/7

working hours: 24/7

working hours: 24/7

No Resolution tittle Department Function

1 Volume loss Transport Operation

2 Staff's Behavior Transport Operation

3 Houskeeping Transport Operation

4 Truck available/capacity Transport Operation

 PIC Keywords

Transport
Volume loss
Manager

Transport
Driver
Manager

Transport
Driver
Manager

Transport
Truck
Manager
 Resolution details

Apply WI solving problem volume loss from TC Department

1/ Do an investigation by Fleet sup for definition_x000D_

2/ To apply Bonus and Violation scheme to the driver_x000D_
3/ Feedback by return and coordinate with Sale define solution to
explain with customer
- Do an investigation by Fleet sup for definition_x000D_
'- Fleet Sup to contact with the site for problem solving_x000D_
'- To apply Bonus and Violation scheme to the driver_x000D_
'- Feedback by return
- Do an investigation by Fleet sup for definition_x000D_
'- Ask driver to go back to work immediately_x000D_
'- To apply Bonus and Violation scheme to the driver_x000D_
'- Feedback by return
 SUPPORT FROM OTHER
HOW CAN WE COMPLETED CASE
DEPARTMENT

Site service, CDS, TC, Sales

Site service, CDS

To coordinate with KEA to get the

Site service, CDS
customer's satisfication

Plants, Production To saftisfy the demand

 SLA of Department SLA of Department
Support (working hours) Support (working days)

4.0 0.50

4.0 0.50

4.0 0.50

4.0 0.50
 SLA description (Thi gian c tnh bt Working hour description
u t khi no) 1nd level
when receive complaint until inform the
24 hrs for 7 day per week
pernalty amount to customer

when receive complaint until explain the

24 hrs for 7 day per week
reason to customer

when receive complaint until feedback the

24 hrs for 7 day per week
result to customer

24 hrs for 7 day per week

 Working hour description
2nd level
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM
Mon - Fri, 8AM -
12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM

Mon - Fri, 8AM -

12PM_x000D_
1PM - 5PM
 CASE MANAGEME
CDS Name
Time of
No Customer Job Site _x000D_
receive Case
(1st level)
1 Coteccons Lexington Dao Cng huy 22-Oct
ANAGEMENT RECORD BETON 2014
Department_
x000D_ Funcional Case Description SLA Status
(2nd level)
CDS Order Sale Order (check/create/modify) 30' Open
 Note
Create wrong Sale order