IRIS Repair coding: Why and How

1. IRIS Repair coding:WhyandHow

2. IRIS Coding and the Industry • In Europe, most Manufacturers, like Sony, are making use of Authorized Servicers to a large extent. • Consequently, the members of EACEM (European Association of Consumer Electronics Manufacturers) share a common interest to retrieve Warranty- and Quality data from their Authorized Network • Therefore, as an Industry, they are supporting several DATA STANDARDS: • IRIS Coding for the technical data • A common File format for Electronic Repair Data transmission • A common File format for Electronic Parts ordering • EDIFACT for large business-to-business data exchange

3. Exchanging Repair Information in Europe .…is facing several difficult problems: • Different countries • Different languages • Different types of organisation • ‘Many-to-many’ communication So, there is a clear need to use a unified, simple, language-independent, yet powerful “Repair Description Language” IRIS Basic Introduction & Course

4. Official IRIS standardisation in Europe • End 1994, the EACEM (European Association for Consumer Electronics Manufacturers) started activities via the EASSC (European After-Sales Service Committee) to promote a universal coding system, called IRIS, and a common Warranty claim form throughout Europe. An official Recommendation was issued in 1995. • The name IRIS stands forINTERNATIONAL REPAIR INFORMATION SYSTEM • As a result, today, in most European countries, IRIS is the official repair data coding standard for Brown goods. • Other Industries (such as ‘White’ goods, Small appliances, etc.) are currently developing IRIS codes as well for their products, using the same coding structure. (and being complementary to ‘Brown goods’ coding)

5. Advantage of IRIS for the Servicer • Repair Coding • Is a large step towards a fully structured and computerised repair administration. • Allows the servicer to get a very detailed description of the customers’ complaint. • Standardised Data Structures • Allow simplified Warranty reporting with different Manufacturers, and faster administrative handling of Warranty Claims. • Form the basis for Electronic Data Interchange (EDI) between Servicers and Manufacturers • Structured Technical Data • Allow better technical information handling • Gathered experience allows for quick and correct cost estimations and faster and more professional repairs • More complete and informative invoices for endusers can be made.

6. Use of Repair Data by the Manufacturer FEEDBACK (to Design & Production): - Design improvements - Quality Assurance - Warranty administration Input from different Sources ANALYSIS & PROCESSING FEEDFORWARD (to the Field): - Bulletins & Repair Tips - Troubleshooting help(Guides, PC software...) - On-line ‘Knowledge base’ IRIS Basic Introduction & Course

7. IRIS coding: a common interest • For the Manufacturer: • Coded Repair data are the key information that steers and speeds up the Product Quality Improvement Cycle. • Thanks to repair coding, correct tools can be developed to greatly increase the efficiency of the repair work. • For the Servicer: • Structured repair data allow for a more professional repair administration with far less effort • Repair experience and know-how can be better kept and re-used,and even shared on a large-scale, international level • For the Dealer • Simplified communication with Customer and less errors which lead to repeated questions or contacts • Better communication with the Repairer and less ‘Repeat Repairs’ and ‘No Problem Found’

8. IRIS coding is following Technology • As the Consumer A/V technology changes very fast, IRIS codes are being evaluated and updated on a regular basis. • This is done by an EACEM sub-committee, in which major Manufacturers meet on a regular basis to dicuss the need for changes in the coding. • Any member of EACEM, or even any user of IRIS, can propose additional codes, which will then be discussed by the members of the IRIS sub-committee and eventually officialised. • To ensure world-wide compatibility, any changes are also discussed with similar committees in other zones of the world, before becoming officially accepted. • Just last month, a new extended version was adoptedby the EACEM-IRIS subcommittee.

9. EACEM Repair File format • After IRIS coding was adopted as standard, many existing or new commercial “Repair Administration” software started incorporating it. • As a consequence, some country Associations (such as Belgium and France) separately developed a file format for the electronic exchange of repair data. • Since early this year, EACEM is proposing a common standard for Europe. • The EACEM file format is a flexible system, allowing to code almost any type of repair-related business transaction between ASCand Manufacturer • Obviously IRIS coding forms a major part of it.

10. FURTHER DEVELOPMENTS • The “White Goods” Manufacturers Association, CECED, will soon adopt IRIS coding as well. • From that moment on, there is a new strong argument in favor of IRIS, as many ASC’s repair both Brown- and White products. • EACEM and CECED both support the new EACEM file format as well as EDIFACT • Consequently, IRIS coding and electronic data transfers will become more and more standard practise throughout Europe • As many key CECED members are also very active on markets outside Europe, this effect may spread to other parts of the world.