PeopleSoft CRM 9.1 Call Center Applications PeopleBook

Setting Up PeopleSoft Quality Management

This chapter provides an overview of PeopleSoft Quality Management business units and discusses how to:

Define PeopleSoft Quality Management business units.
Set up user codes.
Set up products.

Understanding PeopleSoft Quality Management Business Units

PeopleSoft Quality Management business units enable you to organize defects and fixes to correspond with distinct operational entities within your business. Segmenting your operation by business units facilitates filtering and reporting functionality. Each quality management business unit is also linked to a Change Management business unit and a Call Center business unit.

Defining PeopleSoft Quality Management Business Units

To define PeopleSoft Quality Management business units, use the Quality Definition (RQ_BUS_UNIT_TBL) component.

This section discusses how to define PeopleSoft Quality Management business units.

Page Used to Define PeopleSoft Quality Management Business Units

Page Name	Definition Name	Navigation	Usage
Quality Definition	RQ_BUS_UNIT_TBL	Set Up CRM, Business Unit Related, Quality Definition	Define PeopleSoft Quality Management business units.

Defining PeopleSoft Quality Management Business Units

Access the Quality Definition page (Set Up CRM, Business Unit Related, Quality Definition).

Business Unit

Displays the business unit abbreviation that you selected or entered before you accessed this page.

Default SetID

Select the default setID that you want to associate with the business unit.

Note. The system displays this field only when you define a new business unit that has not already been defined elsewhere within the PeopleSoft CRM system.

Currency Code

Select the default monetary unit in which you conduct transactions in this business unit.

Call Center Business Unit

Select the call center business unit that you want to associate with this PeopleSoft Quality Management business unit.

Change Business Unit

Select the change management business unit that you want to associate with this PeopleSoft Quality Management business unit.

Create Business Unit

Click to save and create the new business unit. Clicking this button is the same as clicking the Save button.

Note. The system displays this button only when you define a new business unit that has not already been defined elsewhere within the PeopleSoft CRM system.

Setting Up User Codes

To set up user codes, use the Defect Relationship Types (RQ_RELATION_TYPE), Defect Causes (RQ_UD_DEF_SUSPEC), Defect Symptoms (RQ_UD_DEF_SYMPTM), Defect Status State (RQ_UD_ST_REASON), Defect Status State Reason (RQ_UD_ST_ST_RSN), Defect Status (RQ_UD_ST_STATUS), and Status Combinations (RQ_UD_STAT_COMBO) components.

This section discusses how to:

Define defect symptom codes.
Define defect cause codes.
Define defect status codes.
Define status states.
Define status-state reasons.
Define valid status-state combinations.
Define defect relationship types.

Pages Used to Set Up User Codes

Page Name	Definition Name	Navigation	Usage
Defect Symptoms	RQ_UD_DEF_SYMPTM	Set Up CRM, Product Related, Quality Management, Defect Symptoms, Defect Symptoms	Define defect symptom codes to provide consistent problem symptom descriptions and to facilitate data entry.
Defect Causes	RQ_UD_DEF_SUSPEC	Set Up CRM, Product Related, Quality Management, Defect Causes, Defect Causes	Define defect cause codes to provide consistent potential problem cause descriptions and to facilitate data entry.
Defect Status	RQ_UD_ST_STATUS	Set Up CRM, Product Related, Quality Management, Defect Status, Defect Status	Define defect status codes.
Defect Status State	RQ_UD_ST_REASON	Set Up CRM, Product Related, Quality Management, Defect Status State, Defect Status State	Define status states to describe defect status more specifically.
Defect Status State Reason	RQ_UD_ST_ST_RSN	Set Up CRM, Product Related, Quality Management, Defect Status State Reason, Defect Status State Reason	Define status-state reason codes to explain why a defect is in a particular status state.
Status Combinations	RQ_UD_STAT_COMBO	Set Up CRM, Product Related, Quality Management, Status Combinations, Status Combinations	Define status-state combinations to control permissible transitions.
Defect Relationship Types	RQ_RELATION_TYPE	Set Up CRM, Product Related, Quality Management, Defect Relationship Types, Defect Relationship Types	Define defect relationship types to describe dependencies and relationships among defects.

Defining Defect Symptom Codes

Access the Defect Symptoms page (Set Up CRM, Product Related, Quality Management, Defect Symptoms, Defect Symptoms).

Note. The system provides sample field values. You can configure these codes to match product offerings or meet business objectives.

Defect symptom codes describe common symptoms that your customers might experience. For example, when a faulty motherboard causes a computer to crash, the symptom is the crash.

Symptom and Description

Enter a unique code and description that represent the defect symptom.

Defining Defect Cause Codes

Access the Defect Causes page (Set Up CRM, Product Related, Quality Management, Defect Causes, Defect Causes).

Defect cause codes describe the actual cause of a problem. For example, when a loud squealing noise comes from the bottom of a refrigerator, the actual cause is a bad compressor bearing.

Suspected Cause and Description

Enter a unique code and description that represent the suspected cause of the defect.

Defining Defect Status Codes

Access the Defect Status page (Set Up CRM, Product Related, Quality Management, Defect Status, Defect Status).

Defect status codes describe the defect's most fundamental status in the problem resolution (fix) cycle. The values OPEN and CLOS (closed) are delivered with the system. Add additional values as required; however, the delivered values should be adequate for most needs.

Status Code and Description

Enter a unique four-character code and description that represent the defect status.

Defining Status States

Access the Defect Status State page (Set Up CRM, Product Related, Quality Management, Defect Status State, Defect Status State).

Status states define the defect's status in the resolution process more specifically than status codes. For example, when you close an enhancement request, you may do so because you have completed the process or because you decided not to enhance the product as requested. Each status state is linked to a valid status and is available on the Defect page when the corresponding status is chosen.

Status Code	Select the description of the defect's status in the resolution process. Delivered status options are: Closed and Open.Define status codes on the Defect Status page.
State and Description	Enter a unique code of up to four characters and a description to represent the status state.

Defining Status-State Reasons

Access the Defect Status State Reason page (Set Up CRM, Product Related, Quality Management, Defect Status State Reason, Defect Status State Reason).

Use the Reason field to describe why a defect resolution has a particular status and state. One status-state combination might have several reasons. For example, a defect may be set with a status state of Closed - Do Not Fix because the product is no longer supported or because you have determined that the defect complaint should really be an enhancement request. Each status-state reason is linked to a status and state combination and is available on the Defect page when a user chooses the corresponding status and state.

Status	Select the description of the defect's status in the resolution process. Delivered status options are: Closed and Open. Define status codes on the Defect Status page.
State	Select the state that you want to associate with the defect status. States define the defect's status in the resolution process more specifically than status codes. Select either Deferred, Do Not Fix, Fixed, or Withdrawn.
Reason and Description	Enter a code of up to three characters and a description to further explain the reason for the status-state combination.

Defining Valid Status-State Combinations

Access the Status Combinations page (Set Up CRM, Product Related, Quality Management, Status Combinations, Status Combinations).

As a defect or enhancement request moves thorough the resolution process, you want to change the status-state combination to reflect its progress. However, certain changes do not make sense. For example, if an enhancement request's status is Open - Deferred, you should not change it to Closed - Fixed without passing through the verify, fix, and test stages.

Use this page to control which transitions are permissible. Define combinations for all possible transitions, including reverse transitions. For example, if a software fix fails in testing, it must be returned to the developer. In this case, you need a valid status combination that allows the change to go from Open - Fixed back to Open - To Test in development.

Status Code From	Select the description of the beginning status code from the codes that you defined on the Defect Status page.
State Code From	Select the description of the beginning state code from the codes that you defined on the Defect Status State page.
Status Code To	Select the description of the new (after the combination change) status code from the codes that you defined on the Defect Status page.
State Code To	Select the description of the new state code after the change from the codes that you defined on the Defect Status State page.

Defining Defect Relationship Types

Access the Defect Relationship Types page (Set Up CRM, Product Related, Quality Management, Defect Relationship Types, Defect Relationship Types).

Sometimes, two or more defect cases are related to one another, or the solution to a defect may be dependent on the solution to a previous defect. Defect relationship types describe these dependencies. All defect relationships fall into the general categories of hierarchical or equivalent.

An equivalent relationship is two or more defects having the same cause. One fix resolves multiple cases. A hierarchical relationship is an instance when one case cannot be resolved without first resolving another.

Relationship Type	Enter a unique code up to five characters to represent the relationship type.
Parent Label and Child Label	If you are defining a hierarchical relationship, enter a label value for both the parent and the child defects. These labels are used on the Related Defects page to describe the relationship.
Equivalent Label	If you are defining an equivalent relationship, enter a label value to appear on all related cases.
Hierarchical	Clear this check box to define an equivalent relationship type.

Setting Up Products

To set up products, use the Component Definitions (RQ_COMP_DEFN), Component Versions (RQ_PROD_VERS), and Component Types (RQ_UD_COMP_TYPE) components.

This section provides an overview of products and components and discusses how to:

Define component types.
Define product components.
Define component relationships.
Define component versions.
Define version environments.

Understanding Products and Components

Generally, every product consists of components, each of which may also consist of subcomponents. You use the Component Type page to break down products into component and subcomponent levels.

You can then combine components and subcomponents in a hierarchical relationship on the Component Definitions page. As changes are made in the combination of components and subcomponents, a different component definition of the product is created and distinguished from all others by a unique version definition. When you select a specific product version while creating a defect record, you can drill down to the correct components and subcomponents that you used to build that particular version.

For example, here is a simple breakdown of a laptop computer's components:

At the least, a laptop computer is made up of a bottom casing and a top casing. One of the bottom casing's subcomponents is the keyboard, which is made up of several individual keys. The top casing has a liquid crystal display (LCD) screen as one of the subcomponents. As you can see, this breakdown could go on for many levels.

Suppose that you manufacture laptops, and you want to offer an improved LCD screen. The laptops that include the improved screen are a new version. As you create the version's component definition, the only change is the LCD screen, but that change means that the hierarchy of components is different. By attaching the new component definition to a new and unique component version, you are assured that the correct LCD screen is available as you drill down on the product components.

Note. Product definitions can become quite complex. Consult with product experts to obtain the information needed to complete the following pages.

Pages Used to Set Up Products

Page Name	Definition Name	Navigation	Usage
Component Types	RQ_UD_COMP_TYPE	Set Up CRM, Product Related, Quality Management, Component Types, Component Types	Define general component types.
Component Definition	RQ_COMP_DEFN	Set Up CRM, Product Related, Quality Management, Component Definitions, Component Definition	Define product components.
Component Definitions - Relationships	RQ_COMP_PAR_LNK	Set Up CRM, Product Related, Quality Management, Component Definitions, Relationships	Define parent-child relationships between product components.
Version	RQ_PROD_VERS	Set Up CRM, Product Related, Quality Management, Component Versions, Version	Define distinct component versions.
Environments	RQ_PROD_VERS_ENV	Set Up CRM, Product Related, Quality Management, Component Versions, Environments	Define version environment details.

Defining Component Types

Access the Component Types page (Set Up CRM, Product Related, Quality Management, Component Types, Component Types).

The component type is the most basic definition of a component. This general description can be used in multiple component definitions. For example, you might define a component type that represents all keyboards, or you might narrow the definition to only keyboards for laptops.

Component Type

Enter a unique code that represents the component specifically defined by the combination of the type and production descriptions. This field is limited to four characters.

Type Description

Briefly describe the component. This description appears in the component hierarchy display and on the main Defect page. You can also use it to describe the same component in multiple component definitions.

For example, all laptop computers have a keyboard. The keyboards for each laptop model may differ, but they all have a keyboard of some type. The type description keyboard is a general description of the component that is used for all models.

Production Description

Briefly describe the product to which the component belongs. This field is informational and provides a means of further distinguishing a type description by associating it with a particular product or by adding further defining characteristics. For example, you can distinguish between a laptop keyboard and a desktop keyboard by changing the production description.

Defining Product Components

Access the Component Definition page (Set Up CRM, Product Related, Quality Management, Component Definitions, Component Definition).

The component definition is a more specific description of a particular component. For example, you might have a laptop keyboard with gray keys and another with black keys. The component definition enables you to distinguish between the two keyboards.

The component definitions also show the level at which subcomponents are linked to other components in a child-to-parent relationship, creating a hierarchy that culminates in the product component definition.

Name	Enter the component name. This name is informational only and can be the same as the component ID or type description.
Component Hierarchy	Click this link to view the hierarchy of components.
Type	Select the type of component that you described in the Name field.
Class	Select a component class description. Values are: Doc (documentation), HW (hardware), Service, Test, Third Party Doc (third-party documentation), Third Party HW (third-party hardware), Third Party SW (third-party software), and Third Party Service.

Defining Component Relationships

Access the Relationships page (Set Up CRM, Product Related, Quality Management, Component Definitions, Relationships).

Component relationships define the component hierarchy. In the example of the laptop computer, the bottom casing includes the keyboard assembly, which is made up of individual keys. Thus, the bottom casing is the parent to the keyboard assembly, which, in turn, is the parent to the keys.

Parent ID	Select the parent component to which the defined component is related.
Name and Type	Displays the name and type of the selected parent component.
Child ID	Select the child component to which the defined component is related.
Name and Type	Displays the name and type of the selected parent component.

Note. To link components, both the component being linked and the component to which you are linking must have valid component definitions. If the component to which you are linking does not have a definition, you can create the definition by clicking the Component Definitions button.

To view the component relationship, return to the Component Definition page. Click the Component Hierarchy link to access the Component Hierarchy page. Click the Refresh button to display newly added components.

Defining Component Versions

Access the Version page (Set Up CRM, Product Related, Quality Management, Component Versions, Version).

Products consist of components. When one or more of these components changes, you refer to the changed product as a new version. PeopleSoft Quality Management enables you to uniquely identify different product versions by defining different component versions. Each version represents a unique product component definition.

Note. When creating a new value, the Production ID is in a free form text field. The Production ID is the link between the product and the version.

Main Information

Version	Enter a word or phrase to describe the version build.
Product	Select the product that is associated with the component.
Phase Introduced	Select the product development phase in which this component version was introduced. Values are: Alpha, Analysis/Design, Beta, Concept, Implementation, Maintenance, Production, Requirements, and Retirement.
Complexity	Select the level of complexity that best represents what it would take to fix a defect in the component.
Production Date and Introduced Date	Enter the dates the product was first produced and introduced to the market.
Lines Added, Lines Changed, and Lines Deleted	Enter the lines of code that were added, changed, or deleted in this version. These fields apply to software code.
Predecessor ID and Successor ID	Enter a predecessor and successor version, if applicable.

Responsible Parties

Generally, responsible parties are the team members charged with maintaining a product's quality and components. Responsible-party information entered here automatically transfers to the Defect page when the version is selected on that page.

Name	Select the names of responsible parties.
Type	Select the responsible party's role.

Defining Version Environments

Access the Environments page (Set Up CRM, Product Related, Quality Management, Component Versions, Environments).

Component version environments relate only to software products and describe technical details needed to identify problems and fixes. Environment information entered here automatically transfers to the Defect page when the corresponding version is selected. This page is needed for software products only.

Label	Describe the component version environment.
Support Type	Select whether the software version has service support.
OS (operating system) and OS Version (operating system version)	Select the software operating system and version.
Environment, Platform, and Network	Select the database management system environment (for example, Microsoft SQL Server or Oracle), hardware platform, and network protocol within which the software operates.
UI (user interface)	Select the user interface that the software uses.

Business Unit	Displays the business unit abbreviation that you selected or entered before you accessed this page.
Default SetID	Select the default setID that you want to associate with the business unit. Note. The system displays this field only when you define a new business unit that has not already been defined elsewhere within the PeopleSoft CRM system.
Currency Code	Select the default monetary unit in which you conduct transactions in this business unit.
Call Center Business Unit	Select the call center business unit that you want to associate with this PeopleSoft Quality Management business unit.
Change Business Unit	Select the change management business unit that you want to associate with this PeopleSoft Quality Management business unit.
Create Business Unit	Click to save and create the new business unit. Clicking this button is the same as clicking the Save button. Note. The system displays this button only when you define a new business unit that has not already been defined elsewhere within the PeopleSoft CRM system.