FIR (Failure Inspection Report) Process - SOP

FIR (Failure Inspection Report) Process - SOP


HINDI VIDEO TUTORIAL:- FIR (Failure Inspection Report) Process - SOP



FIR (Failure Inspection Report) Process - SOP

FIR (Failure Inspection Report) Process - SOP

EV Service Workshop - Excellon System | Dealer Standard Operating Procedure

 

INTRODUCTION

INTRODUCTION

What is FIR?A Failure Inspection Report (FIR) is a mandatory document created for job cards with repair types classified as AMC, Warranty, or Goodwill in the Excellon DMS system. Why is FIR Required? Supports warranty claim processing and validation Ensures quality control and failure documentation Enables accurate billing and claim settlement Required for job card completion when Bill To Type is AMC, Warranty, or Goodwill

 

OBJECTIVE AND SCOPE

Purpose of This SOP Provide a standardized process for creating and managing FIR documents in the Excellon system for EV service workshops. Who Should Use This SOP? Service Advisors handling warranty and AMC job cards Warranty Team processing claims and approvals Technicians documenting failure inspections Dealer Principals overseeing service operations

 

SYSTEM OVERVIEW

Excellon DMS - EV Service Workshop The Excellon 5.5 application manages the complete EV service lifecycle including job cards, parts, labor, billing, and warranty claims. Relationship Between Job Card and FIRFIR is created from the Job Card for repair types: AMC, Warranty, or Goodwill FIR captures complaint details, parts, and labor from the Job Card FIR must be approved before Job Card can proceed to invoicing Key Modules Involved Service > Claim > Failure Investigation Report

 

FIR PROCESS OVERVIEW

FIR PROCESS OVERVIEW

High-Level Process Flow
Step 1: Create Job Card with AMC / Warranty / Goodwill repair type
Step 2: Enter customer complaint and add parts/labor
Step 3: Save Job Card and validate all mandatory fields
Step 4: Navigate to Service > Claim > Failure Investigation Report > New
Step 5: Select branch, VIN, and fill required fieldsStep 6: Verify Part/Labor details and save FIR document
Step 7: Submit FIR for approval > Get approved > Complete Job Card billing

 

STEP 1: CREATE JOB CARD

Create a Job Card with Eligible Repair Type Log in to the Excellon Service module using your Service User ID Create a new Job Card with repair type set to one of the following: AMC (Annual Maintenance Contract) Warranty Goodwill Important: FIR documents can only be created for these three repair types. Other repair types do not support FIR creation.


IS FIR INITIATED 



 

STEP 2: ENTER CUSTOMER COMPLAINT


Customer Complaint is Mandatory Navigate to the Customer Complaint tab in the Job Card Enter the customer complaint details accurately Add required parts and labor entries to the Job Card At least one Part or one Labor entry must be present Save the Job Card after entering all details Note: Without a customer complaint entry, the system will not allow FIR creation. The vehicle will not appear in the VIN dropdown during FIR creation.



STEP 3: MANDATORY VALIDATIONS

System Validation Checklist Before creating an FIR, the system validates the following conditions:1. Customer Complaint: Must be entered in the Job Card2. Bill To Type: Must be set to Warranty, Goodwill, or AMC3. Parts/Labor: At least one part or labor line must exist4. Job Card Status: Job Card must be saved before FIR creation Warning: If any condition is not met, the system will display a validation error and prevent FIR creation.

 

STEP 4: CREATE FIR DOCUMENT

Navigate to FIR Module Path: Service > Claim > Failure Investigation Report > New Click New to create a new FIR document Select the appropriate Branch Select the VIN No. from the dropdown (only vehicles with complaints will appear)Fill in all required fields including customer complaint details Note: Customer complaint fields are mandatory. Ensure the complaint is selected along with all related fields (Complaint Reported by Customer).

 

SYSTEM REFERENCE: FIR NAVIGATION

Navigate to Service > Claim > Failure Investigation Report. Click New to create a new FIR document.

 



SYSTEM REFERENCE: VIN SELECTION

Select branch and VIN number. Only vehicles with customer complaints entered will appear in the dropdown.

 



STEP 5: VERIFY AND SUBMIT FIR

Verify Part/Labor Details Check the Part/Labor Details tab in the FIR document Verify all parts and labor from the Job Card are reflected correctly Save the FIR document once all details are verified Click Submit for Approval to send the FIR for review Important: Do not make any changes to the Job Card after submitting the FIR for approval. Any changes will require the FIR Recall process.

Complete all required fields in the FIR form. Customer complaint fields are mandatory for submission MAKE SURE THAT FOR EVERY COMPLAINT THEIR WILL BE SINGLE FIR  click on Submit for Approval. After that, click on Save . This will submit the document for approval. .



STEP 6: FIR RECALL PROCESS

When is FIR Recall Required? If the Job Card is edited after FIR is approved If Bill To Type is changed on the Job Card If parts are returned or modified after FIR submission Recall Steps:1. Recall the FIR document (status changes to Open 2. Resubmit FIR for approval (status changes to Submitted)3. Contact HO to get FIR re-approved4. Verify FIR status is Approved before retrying Ready for Invoice



STEP 7: DELETION RESTRICTIONS

Rules for Line Item Deletion After FIR Once an FIR is created, you cannot delete all line items from the Job Card At least one part or labor line must remain in the Job Card at all times The system will display an error if you attempt to remove all lines Bill To Type Changes If the Bill To Type is changed after FIR creation, FIR Recall is mandatory Changing Bill To Type impacts billing calculations and claim processing Always recall, update, and resubmit the FIR after any Bill To Type change

STEP 8: PART RETURN SCENARIO

Handling Part Returns After FIR If parts are returned after the FIR has been created or submitted:
1. Recall the FIR document first
2. Process the part return in the Job Card
3. Resubmit the FIR for approval
4. Get re-approval from HO before proceeding Important: This ensures correct quantities are reflected in the claim and prevents data mismatches between the Job Card and FIR.



KEY SYSTEM VALIDATIONS

KEY SYSTEM VALIDATIONS

Critical System Checks and Restrictions FIR Creation: Only for AMC, Warranty, or Goodwill repair types Customer Complaint: Mandatory before FIR can be created VIN Dropdown: Only shows vehicles with valid complaint entries Line Items: Cannot delete all lines after FIR creation Post-Approval Edits: Any Job Card change after FIR approval requires Recall Invoice Readiness: FIR must be in Approved status before Job Card billing Bill To Type: Change requires mandatory FIR Recall and resubmission



BEST PRACTICES

BEST PRACTICES

Recommended Practices for FIR Management Always enter the customer complaint accurately and completely before creating the FIR Double-check the Bill To Type selection (AMC / Warranty / Goodwill) before saving Verify all parts and labor entries in the Part/Labor Details tab before submitting Avoid making changes to the Job Card after FIR submission to prevent recall cycles Keep the Job Card fully updated and accurate before initiating FIR creation Follow the Recall process strictly whenever any post-FIR changes are needed Always confirm FIR status is Approved before attempting Ready for Invoice

 

COMMON ERRORS AND SOLUTIONS

COMMON ERRORS AND SOLUTIONS

Troubleshooting Guide FIR not creating? Check if repair type is AMC, Warranty, or Goodwill. Verify customer complaint is entered .VIN not appearing in dropdown ?Customer complaint has not been entered in the Job Card. Enter complaint and save first. FIR Not Approved error during billing? Job Card was edited after FIR approval. Recall FIR, resubmit, and get re-approval from HO .Data mismatch between Job Card and FIR?FIR Recall was not performed after Job Card changes. Use the Recall process to sync data.

 

TIPS FOR DEALERS

Key Reminders for Dealer Staff Maintain data accuracy in every Job Card before initiating FIR Follow the exact sequence: Job Card > Complaint > Parts/Labor > FIR > Submit > Approve Use the Recall process whenever any changes are needed after FIR submission Never attempt Ready for Invoice without confirmed FIR Approved status Train all new service staff on this SOP before allowing system access Contact Excellon Support for any unresolved system issues


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