ETQ

Updated 2021-03-29

***Aware Dates – Always update to the date that any Hillrom employee became aware of the allegation/event/malfunction.

*** Creating and completing all ETQ records for single and multiple devices, at the time of the interaction, including populating all applicable ‘As Reported’ codes.

*** Updating the ETQ record when the customer calls/emails back on an existing ZZ.

***Updating TFS escalations in ZZ Long Text and updating findings in ETQ.

There have been questions around ETQ Issues (As Reported Codes vs. Technical Issues) and what requires an IT Ticket versus an escalation to a Lead or Trainer. I have created the chart below and hope this will assist in the decision-making process regarding ETQ issues. Please let me know if there are additional questions surrounding the process.

ETQ As Reported Code Error/ Issue		ETQ System Error / Technical Issue
Examples: Missing As Reported Code, Incorrect As Reported Code, No As Reported Codes		Examples: System will not load, Excessive Slowness, Batch Error
Record ZZ Service Notification & ETQ Complaint Number.		Record ZZ Service Notification Number & ETQ Complaint Number if able to access.
Do not create an IT Ticket.		Create a Ticket with IT be sure to include your ZZ Service Notification within the Ticket.
Email ZZ Service Notification Number, ETQ Complaint Number and summary of as reported code issue to a Lead or Trainer.		Forward IT Ticket summary email to Training Team Members; Laura Gargan, Bailey Ramsden. Include your ZZ Service Notification in email.
Lead / Trainer will investigate and confirm as reported code issue.		Look for IT Resolution to come through, continually check back to Complaint Record to see if you can access/ finalize complaint record.
Lead / Trainer will report the issue to the appropriate channels.		Once resolved via IT and able to access Ticket, finalize the Complaint Record.
Lead / Trainer will follow up with technician to complete Complaint Record once as reported code issue is remediated.