No. of Operational Complaints pending for settlement w.e.f. 11.03.2022 to 31.05.

2022
Outbound
Pendency for Inbound Pendency
Outbound Outbound Raised from more than 7 Total Inbound Inbound Raised from for more than 7
Facility Id Total Outbound Resolved Open Within 7 Days days Inbound Resolved Open Within 7 Days days
Vijayawada PH 999 0 993 0 993 812 0 811 0 811
Visakhapatnam PH 1,188 0 1,185 0 1,185 297 0 297 0 297
Ananthapur PH 101 0 101 0 101 155 0 155 0 155
Cuddapah PH 60 0 60 0 60 143 0 143 0 143
Eluru PH 166 0 166 0 166 278 0 278 0 278
Guntur PH 166 0 166 0 166 226 0 226 0 226
Kurnool PH 87 0 87 0 87 117 0 117 0 117
Nellore PH 55 0 55 0 55 125 0 125 0 125
Ongole PH 144 0 144 0 144 112 0 112 0 112
Rajamundry PH 394 0 394 0 394 423 0 423 0 423
Srikakulam Road PH 71 0 71 0 71 210 0 210 0 210
Tirupathi PH 193 0 193 0 193 262 0 262 0 262
Grand Total 3,624 0 3,615 0 3,615 3,160 0 3,159 0 3,159
* Outbound Complaints- Raised by Parcel Hub
** Inbound Complaints- Raised by other offices against the Parcel Hub
 Standard Operating Procedure for usage of Error Book in CSI (Version 1.0)

To monitor and escalate the discrepancies arising in the field units, to the higher ups,
in SAP, separate menu has been introduced, with features mentioned below,

1. Divisional level escalation

2. Dashboard for monitoring settlement of error
3. Viewing logs of error book
4. Escalation to Region for pendency more than seven days or as and when
required based on the sensitivity of the errors raised in the error extracts
5. Raising Article / Bag discrepancy in SAP by end user.

Menu to use Error book:

Use T-Code – ZMOERROR_BOOK.

To access this menu, “ERROR_BOOK (YS: ERROR_BOOK)” roles should be assigned to the
appropriate users.

1. Dashboard
Based on the input facility ID (i.e., HO / DV / RN / CR) Dashboard will show summary
of the disposal of error extracts.

a. Division Level.

Enter the PO/RMS Division facility ID

 Standard Operating Procedure – Error Book

Enter “From Date” and “To Date”

(Note: If the pendency details before the “From date” are also required in addition
to the period selected, Select the “Old Data” check box).
Select “Article” or “Bag” Radio button.
Select the “Dashboard” Radio button.
Execute.

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 Standard Operating Procedure – Error Book

Based on the Facility ID input, dashboard will show a summary as shown above.

To see details by Drill down.

To see office wise summary for the office under the division, click on the Division
name.

Drill down will be shown with office wise summary,

To see details of the error, click on the respective office name

Details of all errors raised by the selected office will be shown

To View details of the error’s status wise.

Click on the figures under the respective status to view error details therein.

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 Standard Operating Procedure – Error Book

The status of errors escalated/received will be shown with breakups.

(I) Tot_out – Total errors raised by this Division

(II) Out_Res – Number of errors settled based on error raised by this Division
(III) Out_Open – Number of errors pending based on error raised by this Division
(IV) Out_Pen<=7 – Number of errors pending less than equal to Seven days based
on error raised by this Division
(V) Out_pen>7 – Number of errors pending more than seven days based on error
raised by this Division
(VI) Tot_IN – Total errors received by this Division to give a response.
(VII) In_Res – Number of errors settled based on the error received by this
Division.
(VIII) In_Open – Number of errors pending based on the error received by this
Division.
(IX) In_Pen<=7 – Number of errors pending less than equal to Seven days based
on the error received by this Division.
(X) In_pen>7 – Number of errors pending more than seven days based on the
error received by this Division.

b. To get Dashboard based on the Circle Facility id Input

Enter the Circle Facility ID

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 Standard Operating Procedure – Error Book

It will show Circle wise summary. To drill down to Region, click on Circle Name.

The report will show summaries for all Regions under that Circle. To drill down to
Division, click on Region Name.

The report will show summaries for all Divisions under that Region. Further drill down
will be the same as explained for Division Dashboard.

2. Escalation by Division
Escalations can be made only between Division/s to Division/s.

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 Standard Operating Procedure – Error Book

Enter the Division Facility ID

Enter “From Date” and “To Date”
If the user wants to get pendency details before the “From date”. Select the “Old
Data” check box. (Same as in Division Monitoring Dashboard)
Select “Article” or “Bag” Radio button.
Select the “Escalation / Justification” Radio button
Execute.

Details of the error, as shown above, will be displayed on the screen.

Important headings users should know:

1. Facility Description: Office Name to which an error was raised.

2. Raised from Office: Office Name who had raised the error.

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 Standard Operating Procedure – Error Book

3. Remarks: This will show the latest remark. User may update their remark by
deleting the old ones.

4. Current Status: This will show the latest Action taken. Based on the selection of
'Action', the status will get updated.

5. Action:
I. Escalate to Division: To initiate escalation to other divisions.
II. Division Responded: When Division is giving a response for the error raised
by another Division.
III. Response not proper: When reply for the response is not satisfactory.
IV. Revised Response given: When Division is giving a reply for 'Response not
proper' in 'Current status'.
V. Escalated to Region: If any escalation is pending more than seven days /
more important, whether outward or inward without response/resolve,
pendency will be informed to the Regional office of the defaulted Division
and copied to that Division.

Note: For sending emails to Region/Division, email ID should be made available

in the facility Master for Region and Division for the which reply/response not
received, then an email will be trigged to defaulted Region office and Division.

6. Resolved: Closing of Error discrepancy /complaint.

7. Current Division: This will show the latest Division Name who had responded.
So, users should update the remarks and select the Action only if the Current
Division name is other than their Division Name.

Update Remark Button: When a user is escalating/responding to the error by selecting the
appropriate 'Action' and providing proper 'Remarks', they must click the 'Update Remark'
button to save the information. After clicking on 'Update Remark' the user can’t be able to
modify the 'Action'/ 'Remarks'.

To ease the process sorting provision available for all the headers (i.e., Article ID,
Current Facility ID, etc). Concerned Division have to escalate / response only for which
Current facility is other than their division.

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 Standard Operating Procedure – Error Book

First select the proper “Action” status in “Action” column.

Enter proper remarks by deleting existing remarks in “Remarks” column.

After entering proper action and remarks, click on “Update Remarks”. It will pop up a
message to confirm the update.

Click on OK, if the information is correct or click Cancel otherwise

On successful update of Action remarks, Users’ Facility ID will be displayed under

“Current facility ID” and the response updated under “Action” will be moved to “Current
Status”.

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 Standard Operating Procedure – Error Book

3. Display log.

This option will help to know the communications made between Divisions. An Event
log can be viewed based on Complaint ID / Article ID / Bag ID.

Log will be displayed with above said information.

5. Raising Article / Bag discrepancy in SAP by end user.

In SAP discrepancies are captured by two ways.

I. Auto capturing of error by system.
II. Capturing error through date entry.

I. Auto capturing of error by system.

In SAP already provision made to capture error for below said events:
a. Excess receipt
b. Short Sent.

II. Capturing error through data entry.

To enable user to raise error through system (ie. Apart from system generated error) in
IPVS main screen below options provided
a. Report Article Discrepancy
b. Capture Bag Discrepancy

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 Standard Operating Procedure – Error Book

a. Report Article Discrepancy

In this screen there is no validation with the SAP data, it will l capture the
information fed by the user and push it to error book. To use this option user should
keep following information. * Article Number, * Article Number, * Discrepancy Type,
* Escalation to (i.e. Office Name who had dispatched that article), * Remarks, Bag
Number
* - Mandatory field
Note : As validation is there user have to be more conscious while entering the
information.

Select Discrepancy Type

Based on the Dispatch/ Receipt schedule office names will be shown in the Drop
down menu.

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 Standard Operating Procedure – Error Book

Enter the Bag ID (Not mandatory) , Article Type and article number.

Details will show in Grid View.

Enter remarks (Reason for raising the error).

Click on “Update” Button.

b. Capture Bag Discrepancy

In this screen there is no validation with the SAP data, it will l capture the
information fed by the user and push it to error book. To use this option user should
keep following information. * Bag Number, * Discrepancy Type, * Escalation to (ie.
Office Name who had dispatched that article), * Remarks.
* - Mandatory field

Note : As validation is not there user have to be more conscious while entering the
information.

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 Standard Operating Procedure – Error Book

Select Discrepancy type

Based on the Dispatch/ Receipt schedule office names will be shown in the Drop
down menu.
Enter the “Bag ID”
Click on “Enter” button

Details will be shown in Grid view.

Click on “Capture Discrepancy” button.

In “Comments” enter the remarks.

In “Weight” enter the weight.
Click on “Submit” to Save. “Cancel” to exit without saving.

Last updated on 30-03-2022

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