Objective Metric Name Goal Measure Definition Scope Reamrks Target

# Based on Safety App criteria. 1. No phone call

receiving/dialing during riding/driving. 2. Helmet with strap
Pervantable accidents Ensuring safe driving practices and Follow the Safety App restrictions and guidelines.
Safety Driver score of Safety App. lock is mandatory 3. All vehicle docs (DL, Vehicle Insurance, 0 incident
and Driver Score Card accident avoidance Score depends on Safety App.
RC, Polution etc.) must be carried. 4. Self and Family Medical
insurance 5. Report accident/incidents.

Repeat calls on same Serial No. within 7

Ensuring Quality work on 1st visit 1. MNT Closure to further MNT logged & Closed within 7days. 1. Discuss with TL/AFSM . 2. If multiple calls are
days.
7 Day Revisit itself to avoid repeat calls and 2. PM closure to further MNT logged & closed within 7 days. there on same Sr. No., CE should ensure 1st MNT 1.50%
Number of calls that had a revisit within
failures in machine. 3. PM to PM closure gap should be >7 days. closure than others.
7 days / Number of opportunities
Mean time between failure PM to MNT
1. CE can check call history through SNFI or
calls within 30 days. If You are closing
Ensuring Quality PM to through FSC Team, to check last PM closure date.
PM Failure any call today, you have to ensure no PM closure to further MNT logged & closed within 30 days. 3%
maintenance calls in machine. 2. CE has to ensure all modules checked
MNT call completion on same machine
thoroughly during every visit.
for next 30 days.
Mean time between failure of MNT to
1. CE can check call history through SNFI or
Ensuring Quality work on MNT to MNT calls within 30 days. If You are
through FSC Team, to check last MNT closure date.
30Days MTBF avoid repeat calls and failures in closing any call today, you have to MNT closure to further MNT logged & closed within 30 days. 3%
Quality 2. CE has to ensure all modules checked
machine. ensure no MNT call completion on same
thoroughly during every visit.
machine for next 30 days.

- Ensure 100% SNFI usage to check call

1. SNFI usage: Call Type MNT, PM.
This is a composite parameter of: history of the repairs on the machine.
1. IF CE consuming any part in ES, repair code will
1. 100% SNFI Usage.
2. Repair code consistent with Parts usage (11,14). Call types: be 11. 2. If CE is using NON-NCR parts like Battery
Call Fundamentals 2. Correct Repair Code. - Correct Code- especially Repair part 99%
MNT & CHGX. etc., arranging any parts locally. For such cases
3. >50 Character Resolution related.
3. Resolution Remarks: >50 Characters All types of calls. 4. Repair code will be 14.
remarks while SU or CM any call. - Resolution Remarks:Must be
Don’t use Repair code 10 for S&G Battery, always use 14.
completed with more than 50 characters

Discuss with TL/AFSM. 1. Onsite suspension Code

hits the Retrips
Repeat trips on same SR. Formula: 2. Open calls are also considered in weekly
To complete each task in a single MNT, PM, RFIT, SYSM
%Re Trips (Onsite Susp Count / Remote & Onsite calculation. There is possibility of two opportunity 1%
trip
Uniq SR Count)*100. of same SR in current and next week.
[Link] monthly calculation only unique SR will be
considered in opportunity.

Percentage of SLA opportunities where

Covered Resp/Rslv Time > MIN(3x
contracted SLA or 12hrs) (capped) sum(if [SLA Outlier] = 1 AND [Outlier Opp]=1 then
Preventing SRs from taking
If "Response only" Opportunity we use MNT (Only Resolve missed calls) 1 else 0 end)/sum([Outlier Opp])
SLA Outliers significantly longer to resolve than 0%
Response Time
contractually required
If "Response & Resolve" or "Resolve
only" opportunity we use the Resolve
Time
Once call assigned 1. CE must check Respond
Delivery Percentage of SRs resolved within the
Ensuring any issue is resolved by/Resolve by time and must ensure WP/CM
contractual requirements
Resolve SLA within the customer contractual MNT 1,2,3,4 accordingly. 2. IF Resolve by time is not updated in 99.80%
All resolve net met / all resolve
requirements any call, CE should consider default 2hrs
opportunities
Response+2hrs Resolve.
Once call assigned 1. CE must check Respond
by/Resolve by time and must ensure WP/CM
Percentage of SRs responded within the
Ensuring any issue is responded to accordingly. 2. IF Resolve by time is not updated in
contractual requirements
Response SLA within the customer contractual MNT 1,2,3 any call, CE should consider default 2hrs 100%
All response net met / all response
requirements Response+2hrs Resolve. 3. CE will call to TL in
opportunities
cases Resp/Resolve in risk or missed before
closing the call.
Once call assigned 1. CE must check Respond
Defination of RTU is, Less than 10 by/Resolve by time and must ensure WP/CM
Ensuring to keep SRs updated as
minutes time diffrence between System accordingly. 2. IF Resolve by time is not updated in
Real Time Updates they are being worked to enable
time and Actual time of DS, WP, SU, CM. All Calls any call, CE should consider default 2hrs 97%
(RTU) better planning and subsequent
Formula: RTU % = [Count of RTU Response+2hrs Resolve. 3. CE will call to TL in
customer satisfaction
success]/[Count of RTU Opp]*100. cases Resp/Resolve in risk or missed before
closing the call.
Ensuring that there is enough
capacity to work the customer 1. Remotely closed calls are also considered in
[Total SRs closed in a day/ Total labour
CCPDN demand All Calls CCPDN only if WP time is >1 minute and remarks 5
hour(Travel+Repair)]*8
Evaluating based on geography, note is of >50 characters.
business supported and roles
Percentage of contracted hours (8hrs) 1. Remotely closed calls are also considered in
that was utilized for Travel + Repair time Utilization only if WP time is >1 minute and
Ensuring appropriate levels of
Utilization work by an engineer. All Calls remarks note is of >50 characters.2. Utilization can 100.00%
utilization of the CEs in the territory
be >100% if CE is working (labour hours) are
Total labour time /Contracted Hours (8) >8hrs.
1. CE should avoid part consumption on NON-
Total part consumed calls divided by CHGC calls. 2. All Part request must be approved
% Part Calls Reduce part consumption and cost. All Calls excluding CHGC, Depo, Rfit, TPL 5%
total calls by Shailesh Patel(SPOC) or Sachin Dev(in absence
Cost of Shailesh).
To fix issues with piece parts,
Total Piece part calls devided by total
% Piece Part instead of whole module to save All Calls excluding CHGC, Depo, Rfit, TPL Total Piece part calls / total Part calls 70%
Part calls
cost and visit.
1. Forward intransit: CE must ensure all
parts are received within 12hrs. 2.
Scoring CEs based on the Reverse IT: CE must ensure Reverse IT
receipting, using parts ordered and created for defective RW parts during
sending back non-targeted stock call closure. 3. NTS >7days must be Zero
%Part Index All Calls It will be reviewed weekly basis. 100%
and defectives. Includes: 1. Forward for NON-PPK parts. 4. Fault Tag: it is
IT. 2. Reverse IT. 3. NTS. 4. Fault mandatory to return all good/bad parts
Tag. 5. Audit. against any SR, OBF case, Access with
proper Fault Tag pasted on module. 5.
Audit: Its yearly audit of parts.

MNT, MNT to SYSM Converted, MNT to CHGI converted, MNT

Total left over calls by EOD i.e. 23:59 CE must ensure all mentioned call types are closed
LOCA LOCA Call closure within SLA to CHGC converted (approval received only) <2/ per CE
everyday. It should be minimum. by 23:59 everyday.

Part Fault Tag App 1. All Parts must be returned through Part Fault tag App. 2.
Both app usage is
and Fieldor App All Call App used SRs/Total SRs Activities must be completed in Fieldor App (if project 100%
mandatory.
Usage uploaded in App).
To enhance CE's skill and keep PASS Process. Make ensure all courses
CE Skill Development CE Skill Development updated with latest update and Assigned (if any) in NCRU must be closed All NCRU online courses/trainings. Weekly report will be shared with CEs. 100%
courses. within one week of assignment.

1. Only CM calls are considered. 2. Need to club

CCPDW CCPDW Total Closed SRs per day All Call Types except INST
100% opportunity 3.
Inteligent Diagnostic
IDT Total IDT Usage SRs/ Total SRs MNT, SYSM and CHGX IDT must be used on MNT, SYSM, CHGX calls 100%
Tool 100%
 MNT-CHGC JUSTIFICATION CODES
CODE DESCRIPTION Part used Resolution code On Site Remote

11 (NCR Requested part &

19K2 ENVIRONMENT: 19K2: Act Of Nature yes PPK ),14 (Non-NCR/Non- General Reason Op. Non Op. Op. Non Op. Description
Requested part)
19K2 ENVIRONMENT: 19K2: Act Of Nature NO 30 Finished 00 20 Call end (closed)

11 (NCR Requested part &

19K4 SITE: 19K4: Bad/No Power or ATM Unplugged yes PPK ),14 (Non-NCR/Non- 08 Travel To
Requested part)
Travel
11 (NCR Requested part &
19K9 SITE: 19K9: Customer Wiring yes PPK ),14 (Non-NCR/Non- 09 Travel From (Only in last call))
Requested part)
19KA BANK: 19KA: Des Keys Request NO 34 01 11 21 31 Suspended - Part(s)
19KB CONSUMER: 19KB: End User / Operator Error yes 11 Parts 06 16 Suspended - Part(s)
19KB CONSUMER: 19KB: End User / Operator Error no 54, 59 149 Suspended - Idle - Part(s)
19KC BANK: 19KC: End User System Admin NO 35,36,37 Customer 03 13 23 33 Suspended - Customer or 3rd party
CONSUMER: 19KF: Skimming Device / Foreign
19KF yes 11,14 Customer 23A Suspended - Act of Nature ( remote code)
Matter / Object / Pest / Spill
No Justification Code- re-assign
19KI BANK: 19KI: Electronic Journal Full NO 34 NCR 04 14 Suspended - Internal NCR Reason
call
19KL SITE: 19KL: No Access NO 51
11 (NCR Requested part &
19KP BANK: 19KP: Non-Ncr Sw / Hw Error YES Important Guidelines
PPK ),14 (Non-NCR/Non-
19KP BANK: 19KP: Non-Ncr Sw / Hw Error no 30,34,56 1. CE Safety is our utmost priority. Make ensure to follow the Safety guidelines.
2. All CEs must be well equiped with all tools, IPA, WD40, Blower, Pusher Gauge tool, updated SSD, Diagnostic PD and Icard while attending any customer
19N2 CASSETTE: 19N2: Cassette Not Functional NO 02
site. If anything is not available, CE may contact to TM.
3. Receiving all Parts in bin (Fwd in Transit), PM Ticket closure (wherever quote sent) and ETA/Call acceptance must be done well before 8:30 on daily
19N2 CASSETTE: 19N2: Cassette Not Functional yes 11,14
basis.
11 (NCR Requested part &
19NP DAMAGE: 19NP: Damage/Vandalism/Tampering yes PPK ),14 (Non-NCR/Non- 4. It is mandatory, if any CE is requesting part on any SR, that part must be consumed on that SR without fail.
Requested part)
Other issues beyond those that have already been
19NR NO 50 (only for NTB) 5. It is mandatory to get Shailesh Patel (SPOC) approval for any part request on any SR.
chracterised

MNT-
6. For Euronet CHGC conversion, CE must ensure to inform Euronet Team (Manoj Padmane or any a/c representative of Euronet).
CHGF

CODE DESCRIPTION Part Used RESOLUTION CODES 7. No CE will argue /fight with customer over email or phone. CE may ask customer to talk to respective TL/AFSM. Let TL/AFSM takes decision.
SITE: 19K3: Alarm issue associated with vestibule,
19K3 NO 59 8. Con Call descipline- all stake holders must ensure to join well before scheduled time.
location wiring

19K4 SITE: 19K4: Bad/No Power or ATM Unplugged NO 51 9. Don't do 40 notes Present Test without approval over email from AFSM or FSM.

19K5 CASH: 19K5: Cash Out / Cash Low NO 59 Code Related:

1. *NTB* REMARKS must be entered while closing with resolution code 50, only for CHGC and NTB call. Resolution code 50 can't be used in any call other
19K6 CASSETTE: 19K6: Cassettes Not Seated NO 59
than CHGC+NTB.
19K7 CASH: 19K7: Dispense Cash Quality / Load NO 59 2. environment code must be eneterd as per part call/non part call

19K9 SITE: 19K9: Customer Wiring NO 51 3. Part call need to suspended with 21,31 (Remote code) and 01,11 (onsite code)

19KE BANK: 19KE: Check / Cash / Purge Bin Full NO 59 4. Every CHGC call need to be suspended while converting MNT to CHGC with 03,13 (onsite) & with 23 (remote)
CONSUMER: 19KF: Skimming Device / Foreign
19KF NO 51 5. >45 min repair time in CHGF comes into non compliance
Matter / Object / Pest / Spill

19KK PAPER: 19KK: Paper Quality / Load NO 59 6. Ensure ONSITE code must have travelling line and REMOTE code should not have travel line

19KM PAPER: 19KM: Out of Paper / Consumables NO 5 7. Direct CHGC is having ENV code 19NR

19KO CASH: 19KO: Deposited Cash Poor Quality NO 59 PM, Activity, LOCA and Documents:

19KQ SITE: 19KQ: Network/Switch (Non-Ncr) NO 37 1. 50 PMs per Month per CE is mandatory for first two months of quarter.

19KR BANK: 19KR: No Fault Found (Nff) NO 53 2. PM quality, Activity and documentation- All snaps n complete remarks must be captured in ES and maudit. All docs must be dispatched on same day.

19KT SITE: 19KT: Temperature / Humidity NO 59 3. No CHGF conversion of >7hrs MNT call without discussing with AFSM or FSM.

19KV OPERATION: 19KV: Cabinet Left Unsecured NO 59 4. MNT LOCA must be Zero by EOD. Need to focus on Reduction in incomming MNT with quality work.

19N8 OPERATION: 19N8: Counters Not Cleared NO 59 Safety:

OPERATION: 19NA: Safe Door Left Open / Device 1. Safety APP- Need to follow guidelines and norms. Helmet strip must be fasten properly while riding on bike. Also need to ensure, carrying DL,RC, Bike
19NA NO 59
Latch Insurance, Pollution etc.

OPERATION: 19NS: Replenisher Improper

19NS NO 59 2. Bike key modules like Brakes, Clutch, Rear view Mirror and Horn must be in working condition.
Operation /Exit ATM

19KB CONSUMER: 19KB: End User / Operator Error NO 47,54,57 3. Don’t visit any site without SR.

MNT-
4. If You observed any non-compliance/unethics/ safety compromise, report it immediately through online incident raise link.
CHGI
CODE DESCRIPTION Part Used RESOLUTION CODES 5. Safety APP- Need to follow guidelines and norms. Helmet strip must be fasten properly.
CONSUMER: 19KF: Skimming Device / Foreign
19KF YES 11,14 6. Do not enter in ATM room and open Machine without testing raw current with Tester (As suggested Taparia make).
Matter / Object / Pest / Spill

19KI BANK: 19KI: Electronic Journal Full NO 34 7. It is mandatory to Carry MediAssit card for any medical emergency.

19KM PAPER: 19KM: Out of Paper / Consumables YES 10 Important Contact Numbers:

11 (NCR Requested part &

19KP BANK: 19KP: Non-Ncr Sw / Hw Error YES PPK ),14 (Non-NCR/Non- Medi Assist Communication Matrix:
Requested part)
General 1800 4259 ncr@media
19KP BANK: 19KP: Non-Ncr Sw / Hw Error no 30,34 Level 0
queries 449 [Link]
For
1800 4259 ncr@media
19N2 CASSETTE: 19N2: Cassette Not Functional YES 11,14 Level 0 Cashless
449 [Link]
Queries
Medi Assist TPA SPOC Rupesh 773 ncr@media
19N2 CASSETTE: 19N2: Cassette Not Functional NO 02
Person 1 Narvekar 8070607 [Link]

11 (NCR Requested part & [Link]

Escalation Pramod 886 784
19K4 SITE: 19K4: Bad/No Power or ATM Unplugged YES PPK ),14 (Non-NCR/Non- e@mediass
Level 1 Kate 5886
Requested part) [Link]
19K4 SITE: 19K4: Bad/No Power or ATM Unplugged NO 51 Do not disclose this document with anybody
11 (NCR Requested part & out site Delhi Territory.
FSC Delhi: Toll Free 18002095655
19K9 SITE: 19K9: Customer Wiring YES PPK ),14 (Non-NCR/Non-
Ext. 1 Code 02.
Requested part)
19KB CONSUMER: 19KB: End User / Operator Error YES 11
TSS : Toll Free 18002095655 Ext. 2
19KC BANK: 19KC: End User System Admin NO 35,36,37
code 6600.
19K2 ENVIRONMENT: 19K2: Act Of Nature yes 11,14
Safety & Security Related: Mr. Talal
19K2 ENVIRONMENT: 19K2: Act Of Nature no 30
+97 1556823743
19KA BANK: 19KA: Des Keys Request NO 34
19KA BANK: 19KA: Des Keys Request NO 34 ITS : 02261954222 Option 9.