013_Field_Maintenance_Process.pdf

This is a living document and is subject to change during the course of the contract to improve support to the field.

Field Maintenance Process

20170228

1.Customer contacted within 12hrs a)

Via Phone

b) Via E‐mail

2.Initial Incident Report Generated

a) Ent ered into SIF IRM Worklog

b) Sent to CFSR Coordinator c)

Sent to STAMIS POC

d) Sent to Logistician

3.STAMIS Work Order Opened

Field Service Manager (FSM) Identifies Incident Priority and assigns IR to CFSR

New

Assigned

In Progress

= SIF IRM Worklog Entry

CFSR Initial Contact Within 12hrs

*All CFSRs shall provide information required in the SIF Guidelines. The CFSR POC for each incident shall ensure that all data is uploaded into the SIF IRM as required (see SIF Guidelines).

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FSM forwards approval request to Government as required.

Email of Government approval required if cost is greater than $1,000. For cost of less than $1,000, notification email to Government informing method of resolution

FSM develops Statement of Work (SOW) for OEM support effort

OEM Supportable

Assigned CFSR identifies parts and tools required

FSM assigns CFSR to incident

FSM develops cost estimate based on OEM response

Field Service Manager (FSM) reviews and discusses support options and makes a determination for support action

FSM assigns a CFSR to each incident. If determination is made that on-site support is required, FSM initiates cost development. For High Priority assets the CFSR contacts the Customer within 12 hrs; Med. Priority assets the CFSR contacts the Customer within 48 hours; Low Priority assets the CFSR contacts the Customer within 5 calendar days of IRM Notification.

(Government COR may extend time frames based on exceptional circumstances)

CFSR Supportable Parts Required from Vendors (not in CPI)

FSM develops approval request

Logistician requests parts quote from vendors and provides parts cost to FSM

In Progress

= SIF IRM

Worklog Entry

In Progress

CFSR Initial Support ~ 24 hrs

Logistician establishes P.O. for parts from vendor

Government COR Approves Parts Procurement

In Progress

Pending‐ Awaiting Parts

Vendor provides estimated shipping date

Parts Shipped

Pending‐ Parts in Transit

= SIF IRM Worklog Entry CFSR or OEM Support option begins

Parts Required

Government COR Approves Approval Request

CFSR contacts Customer on support option being exercised

CFSR Provides Daily Status Report and SIF IRM Working Log Entry

CFSR On Site makes contact with Customer

Pending‐ Awaiting Service Visit

In Progress

= SIF IRM Worklog Entry

CFSR in Transit

CFSR contacts Customer Weekly with Status Updates or delays in completion of repair

CFSR Supportable Effort

Government COR Approves Approval Request

CFSR Contacts Customer on Support Option being exercised

Assigned CFSR coordinates with OEM for Daily Status Reports

OEM On Site and makes contact with POC

Pending OEM Vendor Action Required

In Progress

= SIF IRM Worklog Entry

OEM in Transit

CFSR contacts Customer Weekly with Status Updates or delays in completion of repair

Assigned CFSR provides IRM Working Log Entry on OEM

Repair Status

OEM Supportable Effort

CFSR provides completed service report to Customer for signature confirming repair complete and satisfactory

OEM provides completed service report to customer for signature confirming repair complete and satisfactory.

Assigned CFSR provides follow-up to ensure service report was received

OEM Service report reviewed by the assigned CFSR, and then by FSM

CFSR communicates with the Customer if any follow-up action is required

IR Resolved or Additional Support Required

CFSR Supportable OEM Supportable

Resolved or

Pending

Pending

= SIF IRM Worklog Entry

Field Service Manager discusses further support options and presents to

Government COR for approval

Resolution/Additional Support Process

Resolution Process Assigned CFSR begins final process to resolve incident report

CFSR ensures resolution information on method of service provided and corrections made are documented (Follow SIF Guidelines)

Ensure STAMIS and SIF IRM Worklog is updated with parts utilized and labor hours

Survey sent to Customer by QA

IR is CLOSED

CFSR

Finalization

= SIF IRM Worklog Entry

Resolved (Staff & QA)

Closed

QA marks IR as Resolved. IR remains in Resolved status 7 days before ticket is officially closed in SIF

Return to TOCReturn to Business RulesReturn to Braces

Incident Prioritization Prioritization Table

M ar in er

U rg en cy L M H

1 2 3 4

Asset Impact

Prioritization of asset repair enables more efficient use of limited resources to ensure continued centralized support of C4ISR equipment and improves fleet readiness.

Support Response Support response is guided by the mariner urgency and asset impact as indicated in the table above and notes below.

Within 48 hours for CONUS and 72 hours OCONUS.

On-site inspection NLT 10 days after incident report based on vessel availability.

Schedule on-site support to maximize project cost and workload efficiency within 30 days.

Mariner Urgency This assessment is provided by the mariner or POC creating the incident report (trouble ticket)

High urgency: C4ISR asset condition prevents vessel from getting under way or prevents mission execution.

Medium urgency: C4ISR asset is non-functional or partially degraded but does NOT impact mission.

Low urgency: C4ISR asset minor degradation and does not impact mission.

Asset Impact Impact of 1 is HIGH and impact of 4 is LOW Defined by the equipment type and based on pre-coordinated assessments with the AWS community.

2819 January 2016 SIF Guidelines - Rev 40