6
7
6.1.2 Friendly Coding System (FCS) Explanation
Friendly Coding System (FCS) is Friendly’s method for recording and tracking customer
complaints about the Robomower performance. The purpose of the FCS is to systematically
and logically capture and organize the information coming from the customers, the evolution
of every complaint and repair, in a way that will be easier to classify and analyze the data.
Instead of writing out a textual report on every customer complaint or faulty unit, a code is
inserted and it details the customer complaint, root cause and what was done to solve the
problem. In addition, the FCS will allow for easier data presentation in different levels and
views to measure the Robomower quality in various metrics.
In FCS, every case (customer complaint / service call) consists of 3 difference fields:
1) Customer Observation Code
2) Failure
Code
3) Repair
Code
6.1.2.1 Customer Observation
The Customer Observation Code is a record of the customer complaint. It should be logged
by the call center/service provider and include the customer perception of the problem and the
conclusion of the interviewer based on the answers provided by the customer. The Customer
Observation Code is divided into groups according to their families (Power Pack, Manual
Controller, Mowing and so on). Where available you can find the relevant ‘problem analysis
flowchart’ for the customer observation.
Summary of Contents for robomower RL1000
Page 11: ...1 8 1 2 2 Base top view 41 42 28 25 44 21 27 40 43 17 22 10 5 18 20 8...
Page 12: ...1 9 1 2 3 Cover top view 45 3 46 2 4 105 7 10 9 6 47 9...
Page 13: ...1 2 4 Charging Station 10 53 30 48 29 31 54 122 123 29 32 48 49 50 127 51 52 1 10...
Page 14: ...1 2 5 Gear Case 5 5 42 21 44 57 56 58 22 23 59 61 60 1 11...
Page 17: ...1 14 1 2 8 Perimeter Switch 73 74 75 76 77 1 2 9 Bumpers 78 10 79 5...
Page 18: ...15 1 2 10 Front Wheel 83 82 81 80 11 1...
Page 25: ...1 5 Wiring layout 1 22 1 5 1 Robomow schematic wiring diagram 109...
