Trouble Not Found metrics has been used to measure the performance of a repair process since the technician behavior is not directly recorded, analyzed, or utilized in the context of the Quick Serve repair process. These metrics indicate whether a repaired part was properly diagnosed and replaced and serve as a proxy to overall repair efficiency. When a replaced part is found not to be the root cause of the failure, the part is marked as TROUBLE NOT FOUND (TNF).

Cummins has identified that ranking of service providers based on their performance for the previous 12 months could help the Cummins TNF Analysts and Account Executives to analyze the performances of service providers so that TNF Analysts can make their strategies accordingly and Account Executives can communicate with Service Providers properly.

Bucketing and Grading Rules

The Service Providers has been ranked based on their TNF Performance. The Service Providers are ranked every month based on their previous 12 months’ performance.

The sample data consists of -

1. ·          All the Service Providers who have had at least one inspection in the previous 12 months.
   

TNF Rate for sample data is calculated as –

TNF Rate = TNF Failures/Total Failure with Parts Analyzed

Then, the system must calculate Avg. TNF Rate and Std. dev. of TNF Rate for the sample data.

The system must calculate z-value and for all the service providers in the sample data.

z-value =  

The system must calculate z-value and for all the service providers in the sample data.

p-value =  

The Bucket size is calculated as -   

Bucket Class and Grade is calculated as per the below table –

Claim Exclusion Rules

Cummins Engineering Serv engineers team determines that sometimes the failure occurs due to design or engineering rather than failed field work. Therefore, the failures previously associated with TNF may be reclassified as NOT TNF.

In such cases, it is required that we exclude those failures from the TNF as it may cause incorrect ranking of the Service Providers.

To exclude any failure, there would be 3 variables required – SMN (Service Model Name), Fail Date and Fail Code.

To calculate the TNF%, Current TNF Expenses, Service Provider’s ranking and Service Provider’s Bucket Class, those claims would be excluded whose SMN, Fail Date and Fail Code match with the Claim Exclusion Rule.

User Roles and Accessibility

There are 4 types of Users for SPA applications.

1. System Administrators - The System Administrators are responsible for managing the SPA application. They can access TNF dashboard, all the Service Provider dashboards, SPA feedback, Admin Page etc.
   
2. TNF Analysts –  TNF Analysts can access TNF dashboard, all the Service Provider dashboards.
   
3.  Account Executives – Account Executives can access TNF dashboard, and all the Service Provider dashboards.
   
4.  Channel Partners – Channel Partners include dealers and distributors. They can only access the Service Provider dashboard which belongs to them and not others.

SPA application can be accessed through SSO (Single Sign On). All the users can request access through ‘Request Access’ form. The user must fill all the required details and then submit the form.

Once the access has been granted by the SPA Administrator, the user will be able to access the SPA application as per the assigned role.

User Access

For Cummins Internal employees, to access the SPA application, please follow below steps: -

        3. Search for ‘SPA’ or ‘Service Provider Assessment’ in the search bar.

        4. Click on Add To Cart button.

 5.  Select the Application Roles for which you want the access.

        6. Fill Role Justification and then click on Add Role button and then fill Request Justification click on Continue.

7.    Click on the Submit button.

You will receive an email consisting of the Request ID for your access request.

In case your Manager or the Application owner rejects your request, you will still receive an email with the message that your request has been rejected. Then, you can submit another request.

Once your Manager and the Application owner approves your access request, you will again receive an email that your access request has been approved.

Then. Go to https://spa.cummins.com/ . You will land on login page of the SPA application page.

Click on Sign In as Cummins User button.

You will be logged into the application as per the access.

For Cummins External employees, to access the SPA application, please follow below steps: -

         1. Login to Guidanz Evolution.

         2. Click on the link ‘TNF Dashboard’.

  

 4. Click on Sign In as Non Cummins User button.

You will be logged into the application as per the access.

TNF Dashboard

TNF dashboard shows the summarized TNF data for all the service providers in a particular region and for a particular selected period. To see the summarized TNF data, please follow below steps:-

1. Select year for ‘TNFs for Year’. Open SPA application.
   
2. Select TNFs for year -> Region -> Date Range.

Instead of Date range filter, the user can also use quick filters ‘Last Month’, ‘Last Quarter’ or ‘Prior 12 Months’ to filter the TNF data.

To use quick filters, Select TNFs for year -> Region -> Quick Filter.

The TNF dashboard gets refreshed and shows the summarized data as per the selected filter criteria.

Current TNF Expenses

Current TNF Expenses signifies the sum of all the TNF expenses out of all claim’s expenses for the filtered dataset.

Average TNF

Average TNF signifies the number of TNFs whose fail date lies within the selected date range out of all the inspections whose fail date lies within the selected date range.

TNFs Line Chart

The TNFs Line Chart shows the 3-months running average for every month in the last 12 months irrespective of the selected date range. This chart also includes the horizontal TNF line which shows the target TNF%.

Parts Analyzed Vs TNFs

The stacked bar chart shows the analyzed parts vs the TNFs identified out of all those analyzed parts for the top 6 Fail Codes for the selected filtered criteria.

Service Providers List

The list shows all the service providers for the selected filter criteria. The Service Providers List includes following columns: -

1. Code – Signifies the Code of the Service Provider.
   
2.  Name - Signifies the Name of the Service Provider.
   
3. TNF% - Signifies the TNF% identified for the Service Provider for the selected date range.
   
4. Location - Signifies the location of the Service Provider.
   
5. Expenses – Signifies the TNF expenses identified for the Service Provider for the selected date range.
   
6. Bucket Class – Classifies Service Providers based on the volume of failures and the inspections done by the Service Provider. Bucket Class I means there has been so many failures for a particular Service Provider whereas Bucket Class V signifies that there has been very few failures.
   
7. Grade – Signifies the TNF performance of the Service Provider. Grade A means the Service Provider has been performed exceptionally well and there has been very few TNFs found for that Service Provider whereas Grade E signifies very poor TNF performance for the Service Provider.
   

Service Provider Dashboard

This dashboard shows the summarized TNF data for a particular Service Provider and for a particular selected period. The period can be selected either through ‘Date range’ filter or ‘quick filters’. The dashboard shows all the general information about the Service Provider like Name, Code, Location and TNF% for last 4 Quarters.

The TNF% are color-coded as per the following rule:-

1. Green – if TNF% <= Target TNF%
   
2. Yellow – if Target TNF% < TNF% <= Warning TNF%
   
3. Red – if Warning TNF% < TNF%
   

To see the summarized TNF data, select Date Range.

To use the quick filter, select Quick Filter.

The dashboard will show the summarized data as per the selected date range.

1. TNF% - Signifies the number of TNFs whose fail date lies within the selected date range out of all the inspections done whose fail date lies within the selected date range.
   
2. Total Inspections – Signifies the number of inspections done within the selected date range.
   
3. Total TNF - Signifies the number of TNFs within the selected date range.
   
4. Bucket Class – Classifies the Service Provider based on the volume of failures, or the inspections done by the Service Provider. Bucket Class is calculated every month and is independent of the date range.
   
5. Grade - Signifies the TNF performance of the Service Provider. Grade is calculated every month and is independent of the date range.
   
6. Grade Sparkline – Shows the Grade of the service provider for last 4 months or for at least last 2 months. If grades are not available for last 2 months, it will show a proper message “Grades Not Available”.
   

TNFs Line Chart

TNF Action Plan

Users can create TNF Action Plan for the Service Providers as per their performance.

Only Account Executives can create, view or edit the TNF Action Plans and only for those Service Providers who are under them.

Create TNF Action Plan

To create a new TNF Action Plan, follow below steps: -

1.  Select tab TNF Action Plan.
   

This will make the task visible for that particular Service Provider.

To keep the task invisible for the Service Providers, then first check the box Mark as DRAFT and then click on Add Plan button.

View TNF Action Plan

To view the already created task, click on Task ID on the tab TNF Action Plan.

Edit TNF Action Plan

To edit the already created task, follow below steps: -

1. Click on the edit button on the tab TNF Action Plan
   

Delete TNF Action Plan

Only System Administrator can delete an already created TNF Action Plan. To delete an already created task, click on the delete button.

List of TNF Action Plans

The Account Executives can see all the tasks created/drafted for a particular Service Provider under the tab ‘TNF Action Plan’.

Whereas, The Service Providers can only see those tasks which are created for them and not kept as drafted.

To filter the list of Performance Improvement plans under a particular Service Provider, select the Date range.

To filter the list of TNF Action Plans on the basis of quick filters, click on any of the quick filters Last Month, Last Quarter or Prior 12 Months.

To filter the list of TNF Action Plan on the basis of Status, click on any of the filters Created, In progress or Completed.

Export Performance Improvement Plans

System Administrators, Account Executives, TNF Analysts and Service Providers all can take the export of TNF Action Plans.

To take the export of the list of TNF Action Plans, click on the Export PIPs button.

SPA Feedback

SPA application allows the users to submit their feedback. Users can submit the feedback as many times as they want. It also allows the SPA administrator to visualize and acknowledge those feedbacks.

Give Feedback

Users can submit their feedback through both the TNF dashboard and the Service Provider dashboard.

To submit feedback through the TNF dashboard, follow below steps: -

1. Click on the Give Feedback button.
   

To reset your feedback, click on Reset button and then perform steps 2, 3 ad 4.

To submit feedback through the Service Provider dashboard, click on the Give Feedback button on the Service Provider dashboard and then perform steps 2, 3 and 4.

Acknowledge Feedback

To acknowledge one feedback, perform below steps: -

1. Click on the Visualize Feedback button on the TNF dashboard.
   

To acknowledge more than one feedback at a time, select more than one feedback and then click on Acknowledge Selected button.

To acknowledge all feedback at once, select all feedback and then click on Acknowledge All button.

Clear Acknowledgement

To clear the acknowledgement of one feedback, select one feedback which has been already acknowledged. Then, click on Clear Acknowledgement button.

To clear the acknowledgement of more than one feedback, select two or more feedback which has been already acknowledged and then, click on Clear Selected Acknowledgements button.

To clear the acknowledgement of all feedback at once, select all feedback and then click on Clear All Acknowledgements button.

Export Feedback

To take the export of all submitted feedback, click on the Export Feedback button.

All the feedback will get exported in the form of excel sheet.

Number of Submitters

The SPA application also calculates the number of distinct users who have submitted the feedback.

Admin Page

To setup the thresholds, the SPA Administrator can setup the thresholds through the Admin Page.

Thresholds

To setup the thresholds, perform below steps: -

1. Click on the Admin Page icon under the dropdown at the very right corner of the TNF dashboard.
   

Users

To see the list of all the SPA users, click on the User tab under the Administrator Page.

To manage (enable/ disable) the Notifications, click on the Notification buttons.

SPA application also calculates the number of Active users.

Export

To take the export of all the users by clicking on Export User Report button.

This will export the user report in the form of excel sheet.

Remove role as Role Owner

To remove user’s role as a role Owner, please follow below steps: -

1. Login to WWIMS using the URL https://wwimsngn.cummins.com/identity/
   

2. Go to Manage User Access.
   

3. Search for ‘Service Provider Assessment’ under Select Application Name.
   

4. Select for the role which you want to remove under Select Entitlement.
   

5. Click on Search Button.
   

6. Select the user and click on Revoke.
   

Remove Role as Manager

If you are a Manager and you want to remove the role of a user, please follow below steps: -

1.  Login to WWIMS using the URL https://wwimsngn.cummins.com/identity/
   
2.   Go to My Information.
   

3.     Search for the user.

4.   Click on Open Button.

This will open a new window showing the user details for that user.

     5. Click on Application Roles. It will show all the roles assigned to that user along with the name of Application Instance.

     6. Select the role which you want to remove and then click on remove button.

 

Help Page

To access the ‘Help Page’, click on the ‘Help Page’ icon under the dropdown at the very right corner of the TNF dashboard.