CUMMINS



CUSTOMER SUPPORT PLAN

WEB APPLICATION

USER GUIDE

Table of Contents

Use your mouse to click on a link to navigate to your selection.

CSP System Overview 3

CSP Platform 6

languages SupportED 6

Definitions, Acronyms and Abbreviations 7

commonly used terms 7

User Types 7

USER ROLES 8

ACCESS RIGHTS to CSP 9

ACCESS RIGHTS to SMB 10

Requesting access TO The csp application 10

Reporting a Problem 13

LOg-IN To CSP 14

User Administration (UA) module 15

module overview 15

access rights and priviliges 15

Features of user aDminiStration (UA) module 16

create a csp user 16

Search csp user 17

Delete CSP user 18

Edit CSP user 19

CSP module 20

Features of the CSP Module 20

My CSP 21

Search CSP 22

create customer 23

Search customer 25

create OR EDIT cONTACT 26

Create a csp – Common Market Screens 28

Create a csp – Market Specific Screens 46

SEARCH CSP (Home Page) 69

Viewing CSP Versions 71

Log-off module 78

User Manual and Help 79

Glossary 80

CSP System Overview

HISTORICALLY, DISTRIBUTORS CREATE AND MAINTAIN CUSTOMER SUPPORT PLANS FOR THEIR CUSTOMERS IN SEVERAL FORMATS (MICROSOFT WORD OR POWERPOINT FOR EXAMPLE) AND THE LEVEL OF DATA BEING CAPTURED RANGES FROM BASIC TO DETAILED. THE LEVEL OF DETAIL PROVIDED IN THE SUPPORT PLAN DEPENDS ON DISTRIBUTOR KNOWLEDGE AND INTERACTION WITH THE CUSTOMER. SINCE THE CONTENT IS DOCUMENTED ON STATIC MEDIA SUCH AS MICROSOFT WORD AND POWERPOINT, THE SUPPORT PLANS HISTORICALLY HAVE NOT READILY BEEN AVAILABLE TO OTHER DISTRIBUTORS OR THE CUMMINS FACTORY. THIS HAS BEEN THE LIMITATION IN SERVING CUMMINS CUSTOMERS, ESPECIALLY THOSE THAT OPERATE ACROSS MORE THAN ONE DISTRIBUTOR TERRITORY, E.G. COMMERCIAL OCEAN-GOING MARINE CUSTOMERS.

As a part of a CSE (Customer Support Excellence) initiative, the customer support plan application will provide the infrastructure for distributors worldwide to accomplish the following objectives.

1. Provide common templates to create Customer Support Plans for each market segment.

2. Create a common repository to store and maintain customer support plans for all customers world wide.

3. Integrate CSP to existing CRM tool called ‘Horizon’ and also bring in Engine and Genset specific data from the Data Warehouse.

4. All published global CSP(s) can be available for any distributor world wide.

5. Controlled access to all published CSP(s) to view or share among distributors world wide.

6. Distributors can print customer support plans in a brand compliant service marketing brochure that can be given to customers via email or during a visit.

The Customer Support Plan (CSP) is a web-based application that provides a template to generate Customer Support Plans (CSP’s) and Service Marketing Brochures (SMB’s) for the following markets and languages:

Markets: Commercial Marine, Energy Solutions, Business, Power Generation, Mining, Oil and Gas, Rail, Construction, Light Construction, Agriculture, Defense, (Bus, Shuttle, Motorcoach), Heavy Duty Truck, Medium Duty Truck, Emergency Vehicle, Recreational Vehicle.

Languages: English, Spanish, Portuguese, French, Italian, German, Russian, Chinese

The customer support plan development requires the creation of the customer support plan (CSP) in the web application and then a service marketing brochure can be automatically created based on the data entered into the CSP.

Customer Support Plan

A CSP is created by a Distributor or Corporate User for a Customer, for a given market segment using a market based CSP template and is the foundation for documenting all of the plan elements.

Market based templates are designed to capture all important information concerning customer and distributor operation locations, equipment, engine and support needs and capabilities. These plan elements are determined during discussions with customers, and when completed are published to allow service personnel to access the plans and execute them.

The CSP data is stored in a database and is available for future modifications if necessary. Plans designated as ‘local’ would be available only to distributorship that created them and ‘global’ CSP’s are available to all distributorships.

A CSP can be created in various languages or versions that are supported by the application. In other words, a CSP version is a copy of a CSP in a specific language. Each language version will henceforth be referred to as ‘CSP Version’ or simply CSP.

Every CSP has a status, which signifies its current mode. A CSP can be in one of the following modes:

Draft— This is the preliminary version of a CSP. Every CSP is initially created in draft mode and remains in this mode until it is published.

Published— This state is when the draft is published so that it can be viewed locally or globally.

Deactivated— A CSP is deactivated to make it unavailable for viewing locally or globally temporarily.

All the CSP versions (languages) of a CSP have the same CSP ID, but the Status of each CSP can differ.

For Example: An English version of a CSP may be in ‘Published’ mode, whereas the same CSP in French may be in ‘Draft’ mode.

Note: Not more than one CSP can be created for a customer, within a specific distributorship and market segment. This implies that every time a CSP is created, the combination of Language, Customer Name, Distributorship, and Market Segment fields must be unique. Also, the same version may exist in draft, published, or deactivated states.

CSP Operations / Functions

Following operations or functions are possible on a CSP version:

View – This allows viewing the CSP in its current state in report format which can be printed.

Edit – This allows editing of the data in the CSP.

Delete – This allows deleting a CSP from the application and database.

Copy – This allows a user to copy any CSP that is accessible to them to use in the creation of a new CSP.

Publish – This allows a user to make the CSP viewable locally or globally as appropriate.

Activate – Allows the CSP to go back into published state after being deactivated.

De-activate – Makes the CSP not viewable locally or globally.

Rights to perform an operation depend on various parameters like user-type, user-role, ownership of a CSP, and distributorship the user belongs to. Refer to Table 4:Access Rights for more details.

SERVICE MARKETING BROCHURE

The Service Marketing Brochure (SMB) document is an automated extraction of the CSP data for incorporation into a brand compliant brochure. The SMB describes the distributor’s support capabilities, support offerings, and aftermarket product offerings in a marketing context. It is a color document consistent with Cummins branding strategy that is intended to be reviewed with and given to end users during a sales call or during a customer visit. SMB's are interactive with CSP data such that when a CSP template is updated, the distributor can choose to produce a revised SMB brochure for communication with the customer.

SMB generation is done by pressing the SMB button / icon in the CSP web application.

CSP Application Modules or Sections

The CSP application consists of five modules:

1. User Administration

2. CSP

3. User Manual

4. Help

5. Log Off

User Administration Module: Allows privileged users to create more users for the Customer Support Plan application. Only the Business Process Corporate Application Owner and Distributor Administrators have this capability.

CSP: The CSP module allows users to create, edit, delete, search, view, copy, publish, activate, and de-activate CSP's based on privileges. It also allows creation and access to Service Marketing Brochures to users with appropriate privileges.

User Manual: All users have access to the online User Manual. The manual can be referenced at any time by opening the link to a read-only copy of the manual. Users can open, close or minimize the User manual at any time without interfering with other active CSP sessions. Built-in hyperlinks allow easy navigation throughout the Manual, using Ctrl Key + Mouse click in the Table of Contents.

Help: Provides an overview of the application and how to obtain CSP Access and IT support.

Log Off: Users can log off the CSP application by clicking on Log Off.

CSP Platform

CSP IS CUMMINS’ WEB-BASED APPLICATION FOR CREATION AND MAINTENANCE OF CSP’S AND SERVICE MARKETING BROCHURES.

languages SupportED

THE APPLICATION ITSELF IS IN ENGLISH, BUT IT ALLOWS ALL USERS TO CREATE MULTIPLE LANGUAGE VERSIONS OF THE CSP OR SERVICE MARKETING BROCHURE. YOU CAN CREATE AND STORE CSP’S OR SMB’S IN THE FOLLOWING LANGUAGES:

Chinese

English

French

German

Italian

Portuguese

Russian

Spanish

Definitions, Acronyms and Abbreviations

COMMONLY USED TERMS

CSP - CUSTOMER SUPPORT PLAN

SMB - Service Marketing Brochure

CSP Version - A version of a CSP in a specific language. However, all the versions of a single CSP have a common CSP ID.

Draft CSP - A CSP that is not yet published. A draft can be viewed, edited and copied by other users of the same distributorship.

Global Published CSP - A CSP made available to all users to view/copy. This is a CSP for a Global (multiple distributor territory) customer.

Local Published CSP - A CSP available to users of the current distributorship to view, edit and copy.

Inactive CSP - A CSP in the ‘inactive’ state. Such CSP's are unavailable to users except for certain users like DA(Distributor Administrator) or CU(Corporate User) who can activate a CSP.

CSP Owner - A CSP owner is a user who has created a CSP version. Different versions of the same CSP can be owned by different users.

Customer Type - The status of a customer—Customer/ Prospect/Suspect.

Users - The users of the CSP application typically belong to distributor/Corporate User type depending on the access given by the Process Owner/Distributor Administrators.

User Types

CORPORATE USER (CU) - A CORPORATE USER IS A USER DIRECTLY ASSOCIATED WITH CUMMINS. THEY WILL HAVE CSP RESPONSIBILITIES THAT INVOLVE MORE THAN ONE DISTRIBUTORSHIP. A CU, BASED ON HIS ROLE, CAN PERFORM VARIOUS OPERATIONS ON A CSP BELONGING TO CUMMINS OR ANY DISTRIBUTOR. A CU DOES NOT HAVE ACCESS TO THE USER ADMINISTRATION MODULE.

Distributor - Distributor User. Most users will belong to a particular distributorship and fall in this category.

USER ROLES

READ ONLY (RO) - A USER HAVING THE ROLE OF RO HAS ONLY ‘VIEW’ RIGHTS TO PUBLISHED CSP’S. A CORPORATE USER (CU) WITH RO ROLE CAN VIEW GLOBAL AND LOCAL CSP’S FOR CUMMINS OR ANY DISTRIBUTOR. A DISTRIBUTOR USER TYPE WITH A RO USER-ROLE, CAN VIEW GLOBAL PUBLISHED CSP’S, BELONGING TO CURRENT, OR ANY OTHER, DISTRIBUTORSHIP. HOWEVER, THE USER CAN VIEW LOCAL PUBLISHED CSP’S BELONGING, ONLY TO THE DISTRIBUTORSHIP THEY BELONG TO.

Application User (AU) - An Application User (AU) role can search, view, create, edit, delete, and copy CSP’s. AU’s can only edit and delete the drafts owned by them.

Application Super User (ASU) - An Application Super User (ASU) has all rights of an AU. Additionally, ASU can publish, activate and de-activate CSP’s.

Distributor Administrator (DA) - A Distributor Administrator (DA) has all the rights of an Application Super User (ASU). Additionally, a DA can delete published CSP’s belonging to current distributorship.

Full Access (FA) - Only a Corporate User can perform this role. A user with Full Access (FA) role has the privileges to perform all possible operations on any CSP.

Process Owner (PO) - A Process Owner (PO) is a Corporate User with implicit Full Access (FA) role. A PO role, unlike a normal FA role, also provides the user rights to access the User Administration module. A user with role PO is directly created in the application database. His information cannot be edited or deleted through the Application.

Refer the section ‘Access Rights to CSP’ below for more details on privileges.

ACCESS RIGHTS to CSP

NOTE: PROCESS OWNERS HAVE ACCESS TO THE USER ADMINISTRATION MODULE TO ADD AND DELETE USERS.

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ACCESS RIGHTS TO SMB

AN SMB CAN BE CREATED IF:

a. The CSP is published.

b. The current user is not an RO (Read Only) user.

c. The CSP belongs to the user’s distributorship (or belongs to Cummins in case of a Corporate User)

CSP User-types and roles

Each user is associated with one of the following User Types:

a. Distributor - can have any of the roles DA, ASU, AU and RO.

b. Corporate User - can have Read Only or Full Access roles only.

All users are classified in one of the following roles:

a. Process Owner (PO) - is the overall corporate application administrator. This user is the first user of the system. He can login, and further, create more distributor administrators and users. A Process Owner is always Corporate User (CU)

b. Distributor Administrator (DA)

c. Full Access (FA)

d. Application Super User (ASU)

e. Application User (AU)

f. Read Only (RO)

Requesting access TO The csp application

TO REQUEST ACCESS THE CSP APPLICATION, FOLLOW THE PROCEDURES BELOW:

1. Ensure you have a World Wide Identification (WWID) also known as RACFID.

a. For Dependent Distributor Employees - This process should be taken care of when you become a Cummins Employee.

b. For Independent Distributor Employees – This can be accomplished by working with your Regional Distribution Office (RDO) contact.

2. Ensure you have an LDAP password – this is the same password to access Circuit, Distribution Portal, or other commonly accessed applications.

a. If you do not have an LDAP password, submit a help ticket on help. requesting an LDAP password or use the WWID management system to set your own password

6. Request access to CSP.

a. Distributor Administrator Access – Only for the first DA in the distributorship. The first DA can create other DA in the distributorship.

i. Create a help ticket (refer to the ‘Help Ticket Example – Request Access to CSP’ diagram below). Include the following information in the ticket:

1. Go to

2. Login using your WWID.

3. Click on Link - Create New Ticket.

4. Select the Following:

a. Category = BU Apps

b. Group = EBU

c. Item = PSS – CSP Access

(Note: ticket will go to OPS Web or CBS Web Support and they will request authorization to add the WWID to have LDAP access to CSP. If necessary, the process owner can log into to provide access).

d. Type = Change

e. Impact = Appropriate text for impact

f. Ticket Summary = Enter appropriate text for Ticket Summary

i. Request Access to CSP Application

g. Ticket Details = Enter the following details

i. Your WWID.

ii. Your Name

iii. Your Supervisors name

iv. The Distributorship you work in. If you work in an RDO / ABO, provide the name of the RDO / ABO. If you work in a business unit, provide the business unit name.

v. Your Position – Provide your title and basic responsibilities

vi. What functions do you need to use in the CSP application?

1. Access / Read CSP

2. Create CSP

3. Edit CSP

4. Delete CSP

5. Approve / Publish CSP

6. Approve / Add CSP Users in your distributorship

vii. What language you will be creating Customer Support Plans in.

5. Click on Submit

ii. This will do two things, it will indicate to the IT team that you need to be added to the CSP LDAP to access CSP and then a request will be made to the CSP application business administrator (currently - Troy Good) who will approve the user for access to the CSP application. The process owner will then request Horizon access for the distributor administrator.

b. For All Other User Access

i. The requester will send a note to their distributor administrator requesting access to the CSP application.

ii. The distributor administrator will add you to the CSP access list in the CSP application with the appropriate User Type and Role.

iii. The requester will submit a ticket as outlined in step 3a above to get CSP LDAP access.

iv. The requester will submit a help ticket as follows to request Horizon Access for anyone creating new customers and contacts during the CSP creation process (refer to the ‘Help Ticket Example – Request Access to Horizon’ diagram below). Include the following information in the ticket:

1. Go to

2. Login using your WWID.

3. Click on Link - Create New Ticket.

4. Select the Following:

a. Category = BU Apps

b. Group = EBU

c. Item = EBU - Horizon

d. Type = Change

e. Impact = Make appropriate choice

f. Ticket Summary = Request Access to Horizon.

g. Ticket Details = "Name" needs access to Horizon only to allow them to create customers and contacts in the CSP Application.

5. Click on Submit

6. It is recommended that user types of ‘Distributor’ and User Roles of AU, ASU and DA are the only ones that can create customer’s and contacts in the CSP application. Local distributor procedures will determine this.

7. It is mandatory to have Horizon access to create customers and contacts in the CSP application in English. This does not mean you will have to access the Horizon application.

Help Ticket Example – Request Access to CSP:

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Help Ticket Example – Request Access to Horizon:

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Reporting a Problem

a. GO TO

b. Login using your WWID.

c. Click on Link - Create New Ticket

d. Select the Following:

i. Category = BU Apps

ii. Group = EBU

iii. Item = PSS – CSP

e. Select Type = Problem

f. Select Impact = Appropriate text for impact

g. Ticket Summary = Enter appropriate text for Ticket Summary

h. Ticket Details = Enter appropriate text for Ticket Details

i. Click on Submit

LOg-IN To CSP

1. AFTER MEETING THE CSP ACCESS REQUIREMENTS, YOU CAN ACCESS THE CUSTOMER SUPPORT PLAN (CSP) APPLICATION IN TWO WAYS:

a. Using an Internet/Intranet Browser

i. Open your internet browser

ii. Enter the following URL’s into access the CSP application.

1. Intranet (inside Cummins network) -



2. Internet (outside the Cummins network) -

2. The following screen displays.

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3. Enter WWID/RACF-ID as your username along with your password

4. Click the Submit button.

• If you have requested the access as outlined above and then if the system will not log you on using your existing LDAP password, this means the system may require you to reset your LDAP password to give you access to the CSP application.

• If you forget your password, click on ‘Forgot Password’ link. Enter the requested information.

• If you forget the User Name, click on ‘Forgot Username’. Enter a valid e-mail address and the User Name ID will be re-set.

Note: Links to the CSP application are available in QuickServe Online, Distribution Portal and My Engine applications.

User Administration (UA) module

MODULE OVERVIEW

THE USER ADMINISTRATION MODULE ALLOWS MANAGING OF ALL USERS IN THE CSP APPLICATION BY THE CSP APPLICATION ADMINISTRATOR (PROCESS OWNER). THE DISTRIBUTOR ADMINISTRATOR WITH FULL ACCESS CAN MANAGE ALL USERS WITHIN THEIR DISTRIBUTORSHIP EXCEPT DISTRIBUTOR ADMINISTRATORS WHICH MUST BE MANAGED BY THE PROCESS OWNER. AUTHORIZED USERS OF THIS MODULE MAY SEARCH, VIEW, EDIT, DELETE AND CREATE NEW CSP’.

access rights and priviliges

THIS MODULE IS ACCESSIBLE TO USERS, HAVING USER ROLES OF ‘PROCESS OWNER (PO)’ OR ‘DISTRIBUTOR ADMINISTRATOR (DA)’. ALL CORPORATE AND DISTRIBUTOR USERS HAVE CUSTOMIZED ACCESS TO THE CSP APPLICATION – RO, AU, ASU, FA.

Process Owner Rights

A Process Owner can search, view and edit user details belonging to Cummins or to any distributorship. The PO has rights to access this module and may create new users for ANY distributorship or for Cummins Corporate. Depending on privileges that a new User needs to be assigned, the PO logs in and creates users of specific User Type and User Role.

The User Types that a PO may assign are:

Corporate User (CU)

Distributor

Dealer – Not used at this time.

The User Roles that a PO may assign are:

Full Access (FA)

Distributor Administrator (DA)

Application Super User (ASU)

Application User (AU)

Read Only (RO)

Distributor Administrator Rights

DA’s can create users for their distributorship (current distributorship). DA’s can create users of type Distributor with roles of DA, ASU, AU, and RO.

DAs can search, edit, view and delete users belonging to their own distributorship.

Features of user aDminiStration (UA) module

THE USER ADMINISTRATION MODULE CONSISTS OF THE FOLLOWING FEATURES:

1. Creating new CSP users - This section allows you to create new CSP users, depending on the user role and user type assigned.

2. Searching current CSP users - This section allows you to search, edit, and delete users, depending on the user role and user type assigned.

create a csp user

THE OBJECTIVE OF THIS SCREEN IS TO CREATE NEW USERS FOR CSP APPLICATION.

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To create a user, follow the steps below – See “Access Rights to CSP” for User Type and Role details.

1. Enter WWID and User Name for the new user. The fields marked in * are mandatory for successful creation of a new CSP user.

2. Select User Type from ‘Type’ drop-down list. Note: The user type assigned can either be ‘Distributor’, ‘Dealer’ or ‘Corporate User’. Do not use Dealer at this time. The User Role of DA must be assigned ‘Distributor’ user type.

3. Select User Role from ‘Role’ drop-down list.

4. Select distributorship from ‘Distributorship’ drop-down list.

5. Note: For Corporate Users (CU) the ‘Distributorship’ field-value, automatically, gets assigned as ‘Cummins’.

6. Check the Horizon User check box if this user will be creating customers and contacts in the CSP application.

7. Click Submit button. On successful creation of a new user, the above screen displays.

SEARCH CSP USER

THIS OPTION IS SELECTED TO VIEW A LIST OF CURRENTLY AVAILABLE ACTIVE CSP USERS.

Then the user can be edited or deleted. If you wish to see all users within your distributorship, leave the fields blank and press submit to display all users in your distributorship.

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To search a user, follow the steps below.

1. Enter relevant data for the Search criteria. Ex: If you want to search/view a list of users of a particular distributorship, select the name of the distributorship from ‘Distributorship’ drop-down list.

2. Click Submit button, to view the list. The Search Result screen displays.

Note:

1. The User Name is NOT case-sensitive. You can enter full or partial User Name.

2. The Search results screen will display only those users whose status is Active.

3. If all fields are left blank, search result displays all the available records, depending on the rights and privileges, assigned to the currently logged in User.

DELETE CSP USER

1. SEARCH FOR THE REQUIRED RECORD AS INDICATED ON THE PREVIOUS PAGE. THE RECORD (S) DISPLAYS.

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7. Click the cross [pic] icon. The following message box appears.

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8. Click OK button to delete the record. Otherwise, click Cancel button to restore the record.

Note:

1. Although a User’s record has been deleted, the CSP’s created by this particular User, can be accessed by other users in accordance to their privileges.

2. Deletion of a user does not delete the user permanently from the database; instead the user is made Inactive.

Edit CSP user

THE OBJECTIVE OF THIS SCREEN IS TO EDIT THE PREVIOUSLY CREATED USER DATA RECORDS.

To edit a user, follow the steps below.

1. Search for the particular record, by clicking on ‘Search CSP User’. Click Submit button, to view the list. The Search Result screen displays.

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2. Click on the corresponding WWID of the distributorship. For Example: If you click on WWID, DA290. The CSP editor opens in edit mode and displays corresponding data as shown below.

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3. Directly enter or select the data that you want to edit and click Submit button. On successfully changing the record-data, You will get a confirmation that the data has been updated.

CSP MODULE

THE CSP MODULE ALLOWS MANAGING OF ALL GLOBAL AND LOCAL CUSTOMER SUPPORT PLANS (CSP’S). A CSP IS A DOCUMENT, WHICH CONTAINS DETAILED INFORMATION RELATING TO THE CUSTOMERS CONTACT INFORMATION, OPERATING LOCATIONS, VEHICLE / VESSEL / EQUIPMENT / GENERATOR AT EACH SITE, ENGINES IN EACH PIECE OF CUSTOMER EQUIPMENT, AND CUSTOMER RESPONSIBILITIES. THE DISTRIBUTOR LOCATIONS ASSIGNED TO THE CUSTOMERS OPERATING LOCATIONS, DISTRIBUTOR DETAILS SUCH AS CONTACTS, PARTS, INFORMATION, TOOLS, TRAINING, INFANT CARE, LABOR, AND OTHER RELATED CUSTOMER SUPPORT INFORMATION CONCERNING THE CUMMINS PRODUCT(S) THAT THE CUSTOMER POSSESSES IS ALSO DOCUMENTED IN THE CSP. YOU CAN USE THIS MODULE TO CREATE, SEARCH, VIEW, EDIT, DELETE, ACTIVATE/DEACTIVATE, PUBLISH AND PRINT CSP’S AND TO CREATE AND PRINT SMB’S. HOWEVER, THE USER ROLE AND USER TYPE ASSIGNED DETERMINE THE FEATURES THAT ARE ACCESSIBLE.

Features of the CSP Module

THE CSP MODULE HAS THE FOLLOWING FEATURES:

1. Viewing your CSP’s (My CSP)

The section My CSP displays a list of CSP’s created or owned by you. This section also lets you View, Copy, Edit, Delete, Publish, Print, Activate and Deactivate CSP’s you created or own.

2. Link to Create a Customer - Customer Profile

Customer details are created within the CSP application. The CSP application then synchronizes the customer information with Horizon so that no matter if the customer is created in Horizon or CSP, they will be viewable and selectable within the CSP application. Only customers created in English will be synchronized with Horizon. A customer must be created before a CSP can be created for that customer.

3. Link to Create Customer Contact - Contact Profile

Similarly, as mentioned above, customer contact details are handled the same way as customer details.

4. Searching CSP - Home

This feature lets you search for CSP’s by any of the search fields on the Home page and is subject to rights and privileges assigned to you. Secondly, it lets you perform basic operations on your CSP’s like View, Copy, Edit, Delete, Activate/Deactivate, Publish, Print, and to create a Service Marketing Brochure for a published CSP.

5. Create CSP

Using this section you can create global and local CSP’s for any of the supported market segments. Creating a CSP is very similar to editing an existing CSP except you must choose the customer, distributor, language before entering data in each of the fields. Editing a CSP just allows you to edit the data fields.

CAUTION: When using the application, ensure that you save your work periodically (recommend every 15 minutes or if you leave your desk). All Cummins web applications are designed to time out after 30 minutes of non-use. If this happens and your work has not been saved, it will be lost. The picture below is the message that occurs when this happens.

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My CSP

THIS SECTION DISPLAYS A LIST OF ALL THE CSP’S OWNED OR CREATED BY THE CURRENTLY LOGGED-IN USER. ADDITIONALLY THE USER CAN EDIT, DELETE, PUBLISH, ACTIVATE AND DEACTIVATE CSP’S BY CLICKING ON THE CORRESPONDING CSP ID’S HYPERLINK IN THE CSP ID COLUMN. SEE FIGURE BELOW.

For Example: Mr. Paul logs-in using the user name and password assigned to him. Now, if Mr. Paul clicks on, ‘My CSP’ hyperlink from the CSP module, a list of all the CSP’s owned or created by him will displayed as shown below.

To edit a CSP, refer to the section Edit a CSP.

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SEARCH CSP

REFER TO THE ‘SEARCH CSP’ MODULE IN THIS USER GUIDE. CLICKING SEARCH CSP ON THE NAVIGATION PANEL OR CLICKING THE HYPER LINK ‘HOME’ BOTH ALLOW YOU TO ACCESS THE SEARCH MODULE.

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create customer

When creating a CSP, an understanding of the customer structure, where they will operate and how they want to be supported are key in knowing how to setup a customer support plan. The basic kinds of customers are as follows:

1. Customer operates only in one distributor territory (local customer) and obtains service from the distributor headquarters and / or branch locations. The distributor owns the customer account.

a. The CSP will be created as a Local CSP.

b. The account lead of the owning distributor will determine where the customer operates in their territory and then decide which service locations will provide support to those operating locations.

c. The account lead, service and parts managers will then structure the CSP so that each customer operating location will be assigned a branch or the headquarters as the primary support for that location. These locations are documented in the CSP in the ‘Primary Distributorship / Dealer Support Location’ and ‘Service Support Locations’ sections.

d. An administration person can take all of the details and create the CSP and the account lead and review and publish the CSP if everything is OK.

2. Customer operates in multiple distributor territories (global customer) and obtains service from multiple distributor headquarters and / or branch locations and one distributor owns the account (primary distributorship).

a. The CSP will be created as a Global CSP.

b. The account lead of the owning distributor will work with the national or corporate accounts lead to determine where the customer operates in their territory and other distributor territories and then decide which service locations will provide support to those operating locations.

c. The account lead, service and parts managers will then determine how to structure the CSP so that each customer operating location will be assigned a branch or headquarters distributor location no matter which distributorship is providing support. If the primary distributorship takes responsibility for documenting all of the service locations in one CSP for the customer, they will have to perform the business coordination with all of the other distributorships to make sure they are documenting the appropriate service locations in the CSP. The other option is to document only locations in your distributor territory and have other distributorships document their own CSP’s as identified in scenario 3.

3. Customer operates in multiple distributor territories (global customer) and obtains service from multiple distributor headquarters or branch locations and the distributor DOES NOT own the account.

a. The CSP can be created as a Local or Global CSP.

b. This option only comes into play if in scenario 2 above, it is decided that each distributor must create their own CSP for each customer operating site only in their territory.

c. If this option is chosen, it makes it more difficult to give the customer one document that identifies all of their support options. If this option is chosen, it is recommended that the Primary distributorship create their CSP as Global, so it can be copied by other distributorships and edited for their details.

4. Before a CSP for a new customer is created, the customer’s company and contact details must be available in the CSP application. To do so, click on ‘Create Customer’ hyperlink from CSP module navigation panel and select the language you want to use to create the customer. Click Submit.

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5. The following screen appears. Enter all of the appropriate data or choose the data from any available drop down lists. Click Submit. A screen will appear that indicates the data has been saved.

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Search customer

TO SEE IF A CUSTOMER EXISTS AND IS AVAILABLE TO USE WHEN CREATING A NEW CSP IN THE CSP APPLICATION, CLICK ON THE ‘SEARCH CUSTOMER’ HYPERLINK FROM CSP MODULE NAVIGATION PANEL. WHEN THE FOLLOWING SCREEN APPEARS, ENTER THE NAME OF THE CUSTOMER AND CLICK ‘GET CUSTOMERS’. IF YOU ONLY KNOW PART OF THE NAME, ENTER THE PARTIAL NAME AND THEN CLICK ON ‘GET CUSTOMERS’. IF YOU WANT TO SEE A LIST OF ALL CUSTOMERS, DO NOT ENTER ANY DATA AND CLICK ON ‘GET CUSTOMERS’.

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The following screen appears after entering a partial name. Click on the underlined Customer name if you wish to edit the Customer details. The same screen appears as in the Create Customer section of this manual.

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create OR EDIT cONTACT

AFTER A NEW CUSTOMER IS CREATED, CONTACTS WITHIN THE COMPANY NEED TO BE CREATED. TO DO SO, CLICK ON ‘CREATE OR EDIT CONTACT’ HYPERLINK FROM CSP MODULE NAVIGATION PANEL. THE FOLLOWING SCREEN APPEARS TO ALLOW YOU TO ENTER A CUSTOMER NAME, PARTIAL CUSTOMER NAME OR NO CUSTOMER NAME TO SE THE LIST OF ALL CUSTOMERS. ENTER THE CUSTOMER NAME AND CLICK ‘GET CUSTOMERS’.

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Choose the appropriate underlined customer name. The following screen appears if no contacts for the customer exist. Click on Add Contact’.

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The following screen appears. Enter the contact information and click Submit.

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The following screen appears which is a list page showing some of the details for the contacts created for the applicable customer. If you wish to add more contacts, click on ‘Add Contact’. You can also click on any other CSP module or hyperlink depending on what your needs are.

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Create a csp – Common Market Screens

THE PRIMARY PROCESS TO CREATE A CSP INVOLVES THE FOLLOWING STEPS:

1. Search for the customer to ensure they exist before creating the CSP. This is done using the Search Customer hyperlink in the navigation panel on the Home Page.

9. Select the basic CSP details. This step involves selecting distributor, market segment, language, global or local for the new CSP.

10. Entering and saving CSP data. After entering basic CSP details a CSP ID is generated; the application redirects the user to the CSP Editor. The CSP owner can enter and save applicable data.

As discussed earlier in the section Features of the CSP Module, you can create CSP’s for all supported market segments. Each market segment may have some unique fields or sections, but the following steps to create a CSP are common for all market segments.

Search Customer

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1. Click on the link ‘Create CSP’ from the CSP module. The ‘Search Customer’ screen opens.

11. Enter customer name – this can be a partial name.

12. Click on Get Customer button, to view a list of customer records conforming to the search criteria. Choose the desired customer.

Note: To view all available customers, just click on Get Customers button, without entering any data in ‘Search Customer Name’ field.

Search Customer

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13. Click on required and underlined customer name from the list.

Note: If the required customer record does not appear, you may randomly navigate to any page by selecting the page number from ‘Page’ drop-down. It may also mean the customer does not exist and needs to be created using the “Create Customer’ link.

Create CSP

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14. Enter Language and Market Segment.

1. Check the box ‘Global Customer’ if the customer will require service in more than 1 distributor territory.

15. Click Create CSP button.

16. The first screen of the CSP Editor will appear.

CSP EDITOR

Once you click on the Create CSP button, the application creates a new draft CSP, having an automatically generated CSP ID, for the selected customer and market segment. Simultaneously, the CSP editor opens, as shown below by numbered items such as:

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Sections of a CSP Editor

The left hand grey column has two main options:

1. Search CSP

This hyperlink allows you to search CSP’s and is not a part of CSP Editor. Therefore, if you click on ‘Search CSP’ hyperlink you will exit the Editor.

17. Editing CSP

All the links below this option belong to the CSP Editor. By clicking on these links, relevant screen data can be entered, in order, to create a new CSP.

Buttons in the CSP Editor

18. View CSP – This button allows the user to view the CSP in its current state and provides the option to print the CSP.

19. Publish – This button allows the CSP Owner to publish the CSP. Once the CSP is published, the SMB can be created.

20. Exit CSP - The ‘Exit CSP’ button allows the CSP owner to exit the draft CSP.

Navigation in CSP Editor

Next>> or to save. The application displays ‘Do you want to Save?’. Click ‘Yes’ to save, or ‘Cancel’ to undo. The application opens this mode by default, when a user is entering data for a particular screen for the first time.

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CSP Editor – Common Market Screens

Basic CSP Details

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1. Enter Title of the CSP. This can be tailored so that it provides meaningful information – Industrial Equipment CSP

2. The description can be used to provide information on the purpose of the CSP that might not fit into any of the other sections.

3. Click Save or Next>> to go to the next section. You will be prompted if you want to save.

(Common Market Screens)

Customer Details

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Note: The customer can be the parent company of a global company which operates in many locations, a regional office that operates across multiple distributor territories, but the account is owned by one distributor, or it can be one of the local branches of the company that operates in one distributor territory. The decision on how to create the customer name depends on how you want the customer to be supported. See the section ‘Create Customer’ for more details on how to structure a CSP for different types of customers.

Enter the appropriate customer information. This is the same information created in the ‘Create Customer’ screen and then selected during the ‘Create CSP’ process. To edit this information make the changes on this screen and then click ‘Save’.

Contact Details

The Contact Details are the same information created in the ‘Create / Edit Contact’ screen and associated with this customer. The details can be edited from this view by clicking on the underlined name and then editing the appropriate details then clicking save.

(Common Market Screens)

Customer Site Locations

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1. Enter the site locations where the customer operates. This information will be used to determine what service locations will provide service support for each location. See the section ‘Create Customer’ for more details on how to structure a CSP for different types of customers.

2. Site Admittance Requirement – This is any special requirements to enter the customers site or port (operating location) such as training or certifications, insurance, etc.

(Common Market Screens)

Vehicle, Vessel, Equipment Details

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1. The sites, or ports that were created in the Customer Site Locations section can be chosen here so that the vehicle, vessel or equipment can be assigned to that site.

2. If you want to manage individual vehicles, vessels or equipment, enter data into every field and leave the field ‘Number of Similar Vehicles / Vessels / Equipment’ with a value of 1 in the field. Once you click save, you will be given the option of going to the list page to add another vehicle / vessel / equipment to this site / port.

3. If you do not want to manage individual vehicles / vessels / equipment, enter data into every field and change the field ‘Number of Similar Vehicles / Vessels / Equipment’ to a value that represents how many similar types of equipment they have. This vehicle / vessel / equipment will represent all similar units the customer owns so that only the different models can be entered to reduce detail management. This is helpful for customers with large fleets.

4. The Installation Review Field allows you to attach a Installation Review, Installation Quality Audit or other similar file for reference.

(Common Market Screens)

Engine Details

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1. The vehicles, vessels or equipment that were created in the Vehicle / Vessel / Equipment details section can be chosen here so that the engine(s) is assigned to the vehicle, vessel or equipment.

2. If you want to manage individual engines, enter data into the Engine Serial Number field and click on the magnifying glass icon. This will search for the Engine Model, Date in Service and Rating and will be entered automatically after clicking on OK. If there is no date in service value, click on the calendar icon and choose one. Leave the field ‘Number of Similar Engines at Site’ with a value of 1 in the field. Once you click save, you will be given the option of going to the list page to add another engine to this vehicle / vessel / equipment.

3. If you do not want to manage individual engines, enter data into every field and change the field ‘Number of Similar Engines at Site’ to a value that represents how many similar engine models are assigned to a particular vehicle / vessel / equipment they have. This is helpful for customers with large fleets.

4. Warranty, Extended and Other Coverage are areas to document just the high level types of warranties on the engine(s).

(Common Market Screens)

Primary Cummins Contact Details

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This information is the basic contact details for whoever should be the customer’s first point of contact at the corporate account level in most situations. This section is primarily used for national or global customers that work primarily at the corporate level for support needs.

(Common Market Screens)

Primary Distributor Contact

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This information is the basic contact details for whoever should be the customer’s first point of contact at the distributor account level in most situations.

(Common Market Screens)

Primary Distributor / Dealer Support Information – Part 1

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This section documents the primary distributor contact information, hours of operation, support capabilities, labor and parts charges, and the ability to attach different parts and training documents. If a field is not used, it is highly recommended that ‘N/A’ is entered in the field to indicate the data does not apply. Phrases such as ‘Contact your Primary Distributor Contact For Details’ could be used on fields such as labor and parts rates if desired.

1. Choose the Customer Site location that the primary distributor will support from a service support perspective. The Primary distributorship serves 2 possible functions: a. As the primary account holder. B. As one of the service locations for the customer.

2. Enter all of the address and contact details.

Note: once all of the information is entered for the distributorship for a customer in a specific market, there is an option to copy the CSP to reduce data entry time in the future. So you should put all of the necessary detail in the first time because it is easy to copy at a later time. This functionality will be described later.

(Common Market Screens)

Primary Distributor / Dealer Support Information – Part 2

1. Enter the high level Parts, Market (Vehicle / Vessel / Equipment market) and Service / Technical Support details. This is the high level information that will show up in the marketing brochure which will be given to the customer.

2. Enter all of the labor and parts charge information. If there is sensitivity to putting this information in the field, enter Contact (Account Lead Name) for details.

3. If desired, attach a parts information document that may have details on special parts and how to handle the customer from a parts perspective.

4. Enter the total number of Service / Satellite (Branch and or Field) trucks and then how many are at the main branch (primary distributorship) and satellite (branch) locations.

5. Enter the Parts Distribution Center data.

(Common Market Screens)

Primary Distributor / Dealer Support Information – Part 3

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1. If there is one upfit part, enter it in the field provided. If there are several upfit parts, it is recommended to document them in a separate document and attach them in the indicated field.

2. Enter the Parts Pricing Discount the Customer will be billed at.

3. Enter information on the customer training available and if desired attach any training plan / course list documents.

4. Enter any service tools / capabilities you want to highlight to the customer.

5. Enter any infant care procedures you are going to follow internally.

(Common Market Screens)

Service Support Location – Part 1

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These are the same details as in the Primary Distributor / Dealer Location section. The only difference is that these details can be for other branch locations within the primary distributorship territory or other branches in other distributor territories depending on how the support plan needs to be structured. For support plan structure / scenario details refer to section ‘Creating Customers’.

(Common Market Screens)

Service Support Location - Part 2

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These are the same details as in the Primary Distributor / Dealer Location section. The only difference is that these details can be for other branch locations within the primary distributorship territory or other branches in other distributor territories depending on how the support plan needs to be structured.

Do not use the fields Satellite Branch or Main Branch fields in this section. Place “N/A” in these fields.

(Common Market Screens)

Service Support location – Part 3

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These are the same details as in the Primary Distributor / Dealer Location section. The only difference is that these details can be for other branch locations within the primary distributorship territory or other branches in other distributor territories depending on how the support plan needs to be structured.

Maintenance Agreement

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This section allows the entry of any maintenance schedules and responsibilities for the engines and / or equipment in this customer support plan. If there is a complex maintenance schedule / responsibilities list, create a document with the details and attach in the Maintenance Responsibilities Document field.

(Common Market Screens)

Customer Responsibilities

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This section documents the customer’s responsibilities in providing access to the vehicle / vessel / equipment, safety provisions, insurance responsibilities, commercial terms, or customer owned spares.

Special Customer Instructions

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This section can be used to document any special customer handling instructions such as how to handle their accounts from a credit perspective, to what kind of oil and other special preferences the customer has.

(Common Market Screens)

Action Items

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This section provides the ability to document any action items and their status that pertain to the customer. These action items could be from an account handling perspective to a parts or service perspective or what to do for the customer during their next service event.

Customer Visit Schedule

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This section allows the documentation of any details associated with a planned customer visit.

Create a csp – Market Specific Screens

THIS SECTION DETAILS THE APPLICATION SCREENS FOR MARKETS THAT HAVE UNIQUE SECTIONS OR LABELS USED IN THE CREATION OF THE CSP.

Agriculture

Equipment Details

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‘Equipment Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under Equipment type and enter the text for the type that meets the customer’s needs as indicated in the picture.

‘Installation Review Document or Installation Quality Audit Document’ allows the attachment of one of these documents.

Bus, Shuttle and Motorcoach

Vehicle Details

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Vehicle Type has unique drop down selections as indicated in the first picture.

If one of these selections does not meet the customers need, select the second radio button under Vehicle type and enter the text for the type that meets the customer’s needs as indicated in the second picture.

Commercial Marine

Customer Port Locations

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Commercial Marine does not use the term ‘Site’ as most other markets do when referring to an operating location. They use the term Port. The picture shows how this term is used on the Customer Port Locations screen.

Port Latitude and Longitude identify the coordinates of the port used in the marine market.

(Commercial Marine)

Vessel Details 1

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‘Vessel Name’ is the name of the ship.

‘Vessel Classification Registry’ allows the choice of one or more international registries the ship may be registered in. To choose more than one registry, hold down the control button and then use the mouse to click on each name needed.

‘New Vessel Installation Review Document’ allows for more than one document to be attached or for you to use an internet URL (link) to point to where the document is located.

(Commercial Marine)

Vessel Details 2

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‘Vessel Description’ allows for the use of the drop down list to choose predefined choices or to click on the second radio button and enter a description that matches the use of the ship when it is not available in the drop down list. The drop down choices can be seen in the second vessel details picture.

‘Number of Similar Vessels at Port’ will use a value of 1 if there is a need to maintain details for every ship and engine at the port. If there is not a need to manage these details for every ship, enter a value that matches the number of ships (vessels) that have the same vessel description and will contain the same engine models to minimize detail management if desired.

‘Details / Purpose of Use allow a more detailed description of the use of the vessel.

(Commercial Marine)

Engine Details

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‘Vessel Name’ is the name of the vessel defined in the ‘Vessel Details’ section that the engine is installed in.

‘Engine Application’ provides a predefined drop down list or by clicking a radio button, the option to enter a unique application is available. The current list choices are AuxGenset or Propulsion.

‘Engine Serial Number’ is entered and then the magnifying glass icon is clicked to look up the other engine details and have them placed automatically in the appropriate fields.

‘Date in Service can be chosen by clicking the calendar icon.

‘Number of Similar Engines at Port’ will have a value of 1 if each ESN will be managed in the support plan. The value will be 2 or greater to match the number of similar engine models used in the vessel type chosen in the ‘Vessel Name’ field.

All other fields are as described in the Common Screen Name section.

Construction

Equipment Details

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‘Equipment Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under Vehicle type and enter the text for the type that meets the customer’s needs as indicated in the picture.

‘Installation Review Document or Installation Quality Audit Document’ allows the attachment of one of these documents.

Defense

Equipment Details

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‘Equipment Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under Equipment type and enter the text for the type that meets the customer’s needs as indicated in the picture.

Emergency Vehicle

Vehicle Details

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‘Vehicle Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under Vehicle type and enter the text for the type that meets the customer’s needs as indicated in the picture.

Generator Details

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Many Emergency Vehicles have generators. This section provides the labels to document these details for a generator in their equipment.

Energy Solutions Business

Equipment Details 1

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‘Modes of Operation’ has unique drop down selections as indicated in the first picture. If one of these selections does not meet the customers need, select the second radio button under ‘Modes of Operation’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

A choice of ‘Cummins’ or Non-Cummins equipment can be made.

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‘Control’ has unique drop down selections as indicated in the second picture. If one of these selections does not meet the customers need, select the second radio button under ‘Control’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

(Energy Solutions Business)

Equipment Details 2

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‘‘Fuel Type’ has unique drop down selections as indicated in the third picture. If one of these selections does not meet the customers need, select the second radio button under ‘Control’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

There are other fields used to identify the type of generator, run profile and information used to determine maintenance and overhaul needs. This MyEngine Application could be used instead of entering data into this section to track maintenance and overhaul schedules. If this is the case, enter ‘N/A’ into these fields.

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‘Warranty Coverage’ has unique drop down selections as indicated in the third picture to choose the type of regional warranty. If one of these selections does not meet the customers need, select the second radio button under ‘Control’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

(Energy Solutions Business)

Primary Distributor / Dealer Support Information

This market does not use this section but does use the ‘Service Support Location’ section.

Plant Maintenance Agreement – Balance of Plant

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This section provides fields to document other equipment used in the power generation plant that is part of a Cummins maintenance agreement.

Heavy Duty and Medium Duty Truck

Vehicle Details

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‘Vehicle Owner’ field provides a way to document who the vehicle owner is for rental or fleet vehicles.

Light Duty Construction

Equipment Details

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‘Equipment Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under Equipment type and enter the text for the type that meets the customer’s needs as indicated in the picture.

‘Installation Review Document or Installation Quality Audit Document’ allows the attachment of one of these documents.

Mining

Equipment Details

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‘Equipment Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under ‘Equipment Type’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

There are other fields used to identify information used to determine maintenance and overhaul needs. The MyEngine Application could be used instead of entering data into this section to track maintenance and overhaul schedules. If this is the case, enter ‘N/A’ into these fields.

Oil and Gas

Equipment Details

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‘Segment’ has unique drop down selections as indicated in the first picture. If one of these selections does not meet the customers need, select the second radio button under ‘Segment’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

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‘Application’ currently has no predefined choices in the drop down list, but there is a text area to enter data for this field if desired.

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‘Engine Application’ has unique drop down selections as indicated in the third picture. If one of these selections does not meet the customers need, select the second radio button under ‘Engine Application’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

(Oil and Gas)

Primary Distributor / Dealer Support information

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The ‘Parts Support Capabilities’, ‘Oil and Gas Support Capabilities’ and ‘Any Additional Support or Technical Support’ sections have general descriptions of the types of information that should be placed in these fields.

The ‘Oil and Gas Document’ section provides the ability to attach a document to describe in more detail these capabilities.

Service Support Location

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The ‘Parts Support Capabilities’, ‘Oil and Gas Support Capabilities’ and ‘Any Additional Support or Technical Support’ sections have general descriptions of the types of information that should be placed in these fields.

The ‘Oil and Gas Document’ section provides the ability to attach a document to describe in more detail these capabilities.

Power Generation

Equipment Details 1

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‘Modes of Operation’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under ‘Equipment Type’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

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Radio buttons allow the identification of the equipment as ‘Cummins’ or ‘Non-Cummins’. Other fields are available to identify the generator and alternator. After entering the generator set serial number, click on the magnifying glass and if the equipment is in the database, select it and some of the other fields will be filled in automatically. If it is not in the database, you will have to fill the fields in manually.

(Power Generation)

Equipment Details 2

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‘Control’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under ‘Control’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

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‘Fuel Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under ‘Fuel Type’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

[pic]

‘Warranty Coverage’ has unique drop down selections as indicated in the picture to choose the type of regional warranty. If one of these selections does not meet the customers need, select the second radio button under ‘Control’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

(Power Generation)

Equipment Details 3

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‘Other Equipment - Cummins’ has fields to identify other power generation Cummins specific equipment and identification data.

‘System Controls’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under ‘Fuel Type’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

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‘Other Equipment Non - Cummins’ has fields to identify other power generation equipment and identification data for Non-Cummins Equipment.

(Power Generation)

Plant Maintenance Agreement – Balance of Plant

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This section provides fields to document other equipment used in the power generation plant that is part of a Cummins maintenance agreement.

Rail

Equipment Details

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‘Equipment Type’ has unique drop down selections as indicated in the picture. If one of these selections does not meet the customers need, select the second radio button under ‘Equipment Type’ and enter the text for the type that meets the customer’s needs as indicated in the picture.

There are other fields used to identify information used to determine maintenance and overhaul needs. The MyEngine Application could be used instead of entering data into this section to track maintenance and overhaul schedules. If this is the case, enter ‘N/A’ into these fields.

Recreational Vehicle

Vehicle Details

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‘Vehicle Type’ has a text area to enter the text for the vehicle type that meets the customer’s needs as indicated in the picture.

Generator Details

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This section provides fields to document details for a generator that may be installed in the recreational vehicle.

The Recreational Vehicle market does not have any maintenance agreement, customer responsibilities, action items, or customer visit schedule sections in the application.

SEARCH CSP (Home Page)

THIS SCREEN ALLOWS YOU TO SEARCH FOR CSP’S USING ANY OF THE FOLLOWING CRITERIA: CSP ID, CREATION DATE, DISTRIBUTORSHIP, CUSTOMER NAME, CUSTOMER TYPE, COUNTRY, MARKET SEGMENT AND STATUS.

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Search CSP (Home Page) - 1. Enter the search criteria. For Example: If you would like to search for all CSP’s of a specific customer ‘Southeast Diesel Electric’, then enter ‘South’ in Customer Name field. You may perform an advanced search by adding another criterion. You may also, enter ‘South’ to view a list all CSP’s that belong to customers whose name contains ‘South’.

Search Results - The objective of this screen is to view paginated search results, sort search results for a CSP. Sorting by a column can be done by clicking on the underlined column title link.

2. Click Search button. The Search results display as shown above. All the available CSP’s satisfying the search criteria are listed.

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To view versions of a CSP, click on the corresponding CSP ID (which is a hyperlink). All the available CSP versions for that CSP appear.

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Viewing CSP Versions

THE OBJECTIVE OF THIS SCREEN IS TO VIEW AVAILABLE VERSIONS OF A CSP AND TO PERFORM OPERATIONS LIKE EDIT, DELETE, COPY ETC.

CSP Versions – View, Edit, Delete, Copy, Publish, Activate, Deactivate, and SMB Functions

To navigate to the CSP Versions section, you can perform the search function described in the previous section, or click on the Publish button on any of the CSP editor screens or by searching for an existing CSP from the Search CSP / Home page.

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This screen below shows all language versions of the CSP, when it was created and modified and the current status – Draft, Published, Deactivated.

Draft means the CSP is currently being edited and cannot be seen by any CSP user except the creator. If the CSP was previously published and then a draft version was created, the published version will still be available for viewing until the new draft is published.

Published means that the CSP can be viewed by all authorized CSP users.

Deactivated means that the CSP cannot be viewed by anyone except the person that deactivated it, but it is not in draft mode.

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For a description of each of these functions, refer the following Functions and Operations text.

Functions / Operations

View [pic]

Use this icon to view the entire CSP in read mode or to print the CSP. Click on Print button to print the entire content of CSP.

[pic]

Edit [pic]

Use this icon to edit a CSP. After clicking the Edit icon:

1. If the CSP is in Draft mode, it opens in Edit mode. You can view the data that was entered previously. You may delete the required data and enter new data if desired.

2. If the CSP is in Published mode and is active, a copy of the CSP will be created in Draft mode, which can be edited.

Delete [pic]

Use this icon to delete a CSP. After clicking the Delete icon, the following message appears, ‘The CSP version will be permanently deleted from the database. Are you sure you want to delete?’. Click the Yes button to confirm deletion or the Cancel button to undo.

Note: If you are deleting a published version of a CSP, and a draft version of the same CSP has been created for edit, the application will prompt you for a confirmation to delete the draft version also. If you select the Yes button, both the published and draft version will be deleted, otherwise only the published version will be deleted.

Copy [pic]

Use this icon to copy a CSP. After clicking the Copy icon:

1. The application prompts the selection of a Customer. If this is for a new customer, you must first create the new customer by clicking on the ‘Create Customer’ link on the Edit / Home page

21. Click on the required customer name link. The Copy CSP screen appears.

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22. Choose the details you want to copy.

23. Choose if you want the CSP to be Global (can be viewed by other distributors).

24. Choose the language you want to create the CSP in. Note: if the fields of the CSP you are copying from are in a different language from the language you want to copy to, the content of the CSP you are copying from will be copied to the new CSP, but the field names will be in the language selected above. You will then have to edit the field contents of the new CSP to be in the new language.

25. Click Submit button. The application confirms that the CSP version has been copied. However, the CSP will not be copied, if a CSP already exits for the selected customer / language / distributor / global-local combination.

Publish [pic]

After clicking the ‘Publish’ button, other CSP’s within the same distributor will be able to view the CSP if it was created as a local CSP. If it was created as a global CSP, users from other distributors will be able to view it.

Activate [pic]

Clicking the “Activate” button, makes the CSP available as a ‘Draft’ CSP, not a ‘Published’ CSP. The user would then be able to edit any changes on the draft CSP before re-publishing the CSP.

Deactivate [pic]

Clicking the “Deactivate” button, displays the confirmation “Do you really want to Deactivate?” Clicking yes makes the status of the CSP ‘Deactivated’. The deactivated CSP will not be displayed among the list of Published CSP’s.

If a published version of a CSP is being deactivated and a draft version of the CSP has been created for edit, the corresponding Draft would be deleted.

An inactive CSP can be viewed, deleted, activated and copied. It cannot be edited.

SMB [pic]

An SMB can be created if:

a. The SMB is published.

b. The current user does not have the user role of Read Only.

c. The CSP belongs to the same distributorship the user belongs to.

Clicking the “SMB” button displays the following screen for instructions on printing the SMB.

[pic]

After clicking ‘OK’ above, the confirmation below is displayed. [pic]

Clicking ‘OK’, displays the ‘Service Marketing Brochure Customizable Text’ screen below. Enter the appropriate data to communicate any special messages to your customer.

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Clicking ‘Cancel’ will display the ‘Service Marketing Brochure’ and ‘Service Marketing Brochure Attachment’ screens as shown below.

An SMB will be generated in PDF format as shown below. You can download the SMB by clicking on ‘Save a Copy’. You can print the CSP by clicking on the printer icon. It is recommended that the SMB be printed on a color printer.

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A table that displays the high level details of the engines and vessels / vehicles / equipment is displayed at the end of the Service marketing Brochure as displayed below. This table does not show specific engine serial numbers or equipment unit numbers. This table only displays the high level details of the engine / machine combination details for each customer operating location. The Service marketing Brochure Attachment shows the detailed information.

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The SMB attachment provides further details on the engine machine combinations at each customer operating location. If you refer to the first message box that is displayed when you click on the SMB icon, it stated that you must print this document in landscape mode to print all of the information without cutting it off.

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Log-off module

TO LOG OFF THE CSP APPLICATION, SELECT THE LOG OFF LINK IN THE TOP TOOLBAR. THIS LINK IS LOCATED AT THE TOP OF EACH CSP PAGE.

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When you log off you will return to the Login screen of the CSP application. (See screen below.)

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User Manual and Help

THE USER MANUAL CAN BE ACCESSED ON ANY CSP PAGE BY CLICKING ON THE LINK ‘USER MANUAL’

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You can scroll through the document, or you can go to the table of contents and find the topic you wish to find and press ‘Ctrl’ and the left mouse button to go to the section into the document you desire. You can also save a copy of the document to your hard drive by pressing on the ‘Save a Copy’ icon.

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The ‘Help’ section contains two documents, ‘Customer Support Plan Web Application Description-Access and Help Process.doc’, and ‘Customer Support Plan Web Application Training.ppt’.

The first document provides information on how to request access to the CSP application as well as how to request IT help.

The second document is just a training presentation to get you started in using the CSP application.

GLOSSARY

CSP

The Customer Support Plan is a document that is generated using the Customer Support Plan application and is the foundation for documenting the support plan elements.

LDAP

In order to access CSP application, users must have an LDAP account. Users who do not have an LDAP account can request it through the link.



DROP-DOWN LIST

A drop-down list on the screen allows a user to select a single option or multiple options (using left mouse button and clicking all choices) from a list, which drops down on click of down arrow.

GLOBAL

Global is a term used to designate a type of CSP. If a CSP is global, it can by viewed by anyone / any distributor that has at least Read Only rights in the CSP application. CSP’s are created as global if the customer’s vehicle, vessel, equipment or generator operates in more than one distributor territory.

HORIZON APPLICATION

This is a Customer Relationship Management application used by account teams in developing and managing customer accounts. The CSP application and the Horizon application synchronize customer and contact data regardless of whether the customer or contact was created in CSP or Horizon.

LOCAL

Local is a term used to designate a type of CSP. If a CSP is local, it can only be viewed by personnel within the distributorship that created the CSP and has at least Read Only rights in the CSP application. CSP’s are created as local if the customer’s vehicle, vessel, equipment or generator operates only in one distributor territory.

MARKET SEGMENT

The specific market segment the customer serves. The CSP application supports 15 market segments.

WWID

This is a global Cummins employee identification number used to access many Cummins applications including the CSP application. Independent distributor personnel can obtain an ID by working with their applicable Regional Distribution Office representative.

SMB

The Service Marketing Brochure (SMB) document is an automated extraction of the CSP data for incorporation into a marketing type brochure in Adobe Acrobat™ PDF format.

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