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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.
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