Customer

1. Jobsheet and Handset Flow Process Customer CCO Technician Check Warranty by ODR(Reliance),S/N(TTSL/ BSNL) And prepares jobsheet, CCO accepting the handset will sign on Jobsheet # Gives FULL Jobsheet to Customer. # Takes one more Printout of FULL Jobsheet and gives it to Technician Checks the H/S (FULL Jobsheet attached to H/S) Handset + Jobsheet Walk In No (HS to be kept) Immediate repair Yes Handover to Customer for Approval Yes FOC* No FOC* No Yes Yes Approval Repairs the HS, enter codes manually/electronically & time on jobsheet Take Cust sign on approval, give One Copy to Cust and One Copy to Technician No Yes Customer wants WRITTEN ESTIMATE Provides BILL/ CASH MEMO to the customer Cancel the call in SPX No Provide Repair Estimate on Jobsheet Collect Jobsheet CCO enters details in Process Close the job Takes Customer Signature Handset * Please refer Slide 5

2. Jobsheet and Handset Flow Process(Only ACCESSORIES) Customer CCO Technician Check Warranty by ODR(Reliance),S/N(TTSL/ BSNL) And prepares jobsheet, CCO accepting the handset will sign on Jobsheet # Gives FULL Jobsheet to Customer. # Takes one more Printout of FULL Jobsheet and gives it to Technician Checks the H/S (FULL Jobsheet attached to H/S) Walk In Handset + Jobsheet Only Accessory to be REPLACED Collect Jobsheet CCO enters details in Process Close the job Takes Customer Signature No FOC* Handset Yes Cancel the call in SPX Replaces the Accessory enter codes manually/electronically & time on jobsheet Provides BILL/ CASH MEMO to the customer Sale through LG SPX ‘PART SALES MANAGEMENT’ * Please refer Slide 5

3. ACCESSORIES SALE Flow Process Customer CCO Walk In Sale through LG SPX ‘PART SALES MANAGEMENT’ No Jobsheet to be prepared in this case Customer wants only Accessory to be purchased Provides BILL/ CASH MEMO to the customer

4. Service Slip Service Sheet Receipt No : Receipt No : Customer Information Center Information Name Center Name Center Code Mobile Center Fax Center Tel Repair Cost Information Labor Charge Customer Information Tax (Sales) Name No Other Charge Tax (Service) Home Tel Office Tel Part Charge Octroi Beeper Mobile Tax Amount Tax Amount Pin Contact Ph State Receipt Information City Brand Product Address Model Symptom Serial No Promise Repair Information Brand Warranty Purchase Date Service Type Product Model Receipt Date Serial No Warranty Complaints Purchase Date Start Date Receptionist Complete Date Receipt Date Center Information Symptom Defect Code Center Code Repair Code Center Name Technician Center Tel Complaints Address Repair Explain State Used Part Information City PIN Part No Description Q’ty No Price LST CST Customer’s Remarks Time taken to complete the call <12 Hrs <24 Hrs <6 Hrs >24 Hrs Free of charge Paid by Customer Payment Estimated Cost Customer’s Approval The Estimated cost for the repair of handset is Rs____________ Description : Please sign after receiving the handset and handover this jobsheet to ASC I, __________, agree to pay the sum of Rs _______, after the repair of handset Customer Signature • If the handset is not picked within 30 days of the promise • date, then ASC or LG is not responsible for handset • Please bring this jobsheet to collect the handset Customer Signature Center CCO Name & Signature

5. Jobsheet • Jobsheets to be filed by ASC/ASP monthwise in a BOX file. • Filed Jobsheets should be ONE FULL complete hard copy(with both Service Sheet and Service Slip) • Filed Jobsheet (Serial wise)should be a CLOSED/CANCELLED jobsheet(with all printed data from SPX) • Filed Jobsheet will have only Customer & CCO signature in Ballpen/Inkpen.There should be nothing else in Ballpen/Inkpen on the Filed Jobsheet. • All TATA jobsheets to be filed in separate BOX file • For all CLOSED calls,Customer Signature has to be only above ‘Customer Signature’ in Customer’s Remark section • Customer Signature under Customer Approval section is only when Estimate is given and an approval is needed from the customer • Do not give “Part Sales Invoice’ from SPX to the customer .Only (manual)Bill/Cash Memo,in LG specified Format, to be given to customer.

6. SPX ASC call entry Matrix in SPX All Other combinations will be rejected

7. Things to Do in SPX • 1.Connect internet and Open SPX everyday morning (To update your SPX files ). • 2. Sync all your data to LG ( LG and GCSC ) twice a day (Morning & Evening). • 3. Check for LG Job number & Status for previous day jobs. • 4. Check for rejected calls in Warranty claim in LG ( Bottom right of repair process ). • 5. Check Help and About for latest file update ( Date should be current date ). • 6. When entering a job or end of the day if the job is pending for spares, do not leave the job sheet open, instead convert to pending with proper reason (Never keep any calls as open ). • 7. Before claiming any parts, make sure LG M-System ( Job No ) appears in SPX screen. • 8. Centre Repair List should have“M-System No”(LG Job No) &“LG Status”,( LG status should be Open (or) Held, Do not send the parts to HO if the status is rejected or closed) , Do not alter Centre Repair list at any cost. • 9. Copy the ASC Db file before the end of the day to respective week day folders. • (Create the Back folder on a different drive) • Note 1 : Kindly escalate the rejected calls details along with the LG Job No to BSI. • Note 2 : Reclaim calls ( less than 90 days ) will go to held status with remark – D (LG remarks in SPX), You may please send the parts to HO.