Providing a voice for the home appliance industry in Europe – the European Committee of Domestic Equipment Manufacturers

IRIS


International Repair Information Service

IRIS is a unified, simple, language-independent 'Repair Description Language' which aims to facilitate the exchange of repair information across Europe.

Problems in exchanging repair information across national borders may occur due to differences in language and organisation.

To avoid such problems the domestic appliance sector has developed a code to meet its needs based on the Consumer Electronics IRIS code - the standard for consumer electronics in most European countries (DigitalEurope).

IRIS allows after-sales service providers to receive a detailed description of a customer complaint. Warranty reporting is easier and handling of claims is faster. With experience, IRIS also allows faster, more accurate cost estimations, repairs, and invoicing.

The IRIS Repair Coding System has been developed to meet the joint requirements of retailers and dealers, distributors, and manufacturers so as to enable the domestic appliance industry to carry out after-sales service as efficiently and accurately as possible.

A common interest:

  • For the Manufacturer
  • For the Service Agent

Structured repair data allows professional administration of repair service with less effort. A standard data structure also allows for easier recording, re-use, and sharing of experience-based know-how.

IRIS in a nutshell: 

1. Condition Codes
These single-digits, alphanumeric codes indicate the condition under which a defect occurs, e.g.: CONSTANTLY (1), INTERMITTENTLY (2), AFTER A WHILE (3), IN A COLD ENVIRONMENT, etc. 

2. Extended Condition Codes 
To meet the specific requirements of the domestic appliance industry in relation to location and operation mode, a 3-digit extended failure condition code has been added. 
Example: AT FRONT LEFT (X1J), AT REAR SIDE (X1A), DURINGPREWASHING (X22), DURING BAKING (X36).

3. Symptom Codes 
These 3-digit, alpha-numeric codes refer to specific symptoms as they would be communicated by the user of the product (customer). Each Symptom Code has related subsection codes allowing a detailed description of the fault. 
For example, POWERS UP, BUT NO OPERATION (code 11A) is a subsection of the main Symptom Code POWER PROBLEM (110).  Likewise, OVEN SWITCH DAMAGED (C66) will fall into the symptom code DAMAGED PARTS (C60) of product range COOKING (C). 
Each column represents a function: NO ACTION, NOISE, QUALITY etc.; each row represents the appearance or product group of the fault: GENERAL, MECHANISM, WASHING & DRYING, COOKING, etc.

4. Flag 
This is an optional code, marked by a "1", to indicate the component which was found to be the main cause of failure. It may be used where more components are mentioned. 

5. Part Code Number 
The actual part number entered when a replacement component is ordered (and is thus the same as that shown in the service manual).  

6. Quantity 
Indicates the quantity of each part used to repair the fault. 

7. Part Position Number 
This code indicates the location of a component as indicated in the service manual circuit diagram or mechanical layout diagram and allows manufacturer-dependent part reference codes to be entered. 

8. Defect codes 
The repair technician will indicate the type of failure of the component in question. There are several categories such as DEFECTIVE ELECTRICAL COMPONENT (N), FOREIGN OBJECT (M), BAD CONTACT (T), etc. 

9. Repair codes 
These codes indicate what repair action was taken and represent terms such as REPLACEMENT (A), RESOLDERING (D), MECHANICAL ALIGNMENT (B), LUBRICATION (F), etc. 

10. Text fields 
In addition to the codes, two text fields are provided for entering further details where necessary.
Customer text: claim as "communicated" at the service or call centre.
Technician text: further important details related to the repair process itself, entered by the technician.

For the Dealer:

IRIS enables simplified communication with the customer, fewer errors and repeated questions, better communication with repair shops, fewer repeat repairs and instances of  "no problem found".

The future of IRIS

In cooperation with other relevant European manufacturing associations, CECED intends to widen the scope of this system by issuing and maintaining repair codes for products normally handled by our mutual retailers and CECED members.

CECED will continue to promote IRIS and to provide repairers and manufacturers with a wider choice to suit their needs.

IRIS has been implemented in France by the national association GIFAM as “IRIS Blanc”.

http://www.iriscode.org/

For more information, please contact Michal Zakrzewski.