Apple用语集

A

AVL: Approved Vendor List. Shows which vendors are approved to supply items for a specific BOM. See also AML.

AWB: Tracking number.

BOM: Bill of Materials. A listing of all the subassemblies and components that go into a parent assembly.

COB: Close of Business (i.e. the end of the business day).

CRM: Customer Relationship Management. A CRM software solution like PeopleSoft 8 (PS8) allows Contact Centers for managing all aspects of interaction a company has with its customers, including prospecting, sales, and service.

CRU: Customer Replacement Unit. Used to refer to either a product provided to a customer as a replacement for a nonfunctional product, or to the process of replacing a customer’s product. Pronunciation note: CRU is pronounced “crew” in spoken conversation. This term is for internal use only. If you must refer to it when speaking with customers, use the term “replacement” or “product replacement” instead.

CS: Customer Satisfaction. Used to describe a type of warranty service in Apple

business systems (such as SAP and PS8) and in contracts. See also CS Code.

D

DFM: Design for Manufacturing.

DFP: Design for Process-ability.

DFS: Design for Service.

DOA: Dead on arrival. DOA refers to a product that fails to function when it is first turned on. See also IUFU. This term is for internal use only. If you must refer to it when speaking with customers, use the term “Out of the Box Issue” instead.

DOP: Date of Purchase.

DPM: Defects per million. The number of failures over the total volume of units built multiplied by a million.

DRI: Directly Responsible Individual. The cross-functional team member designated as responsible for schedule commitments and deliverables.

DVT: Development Validation Test. The second of three tests performed during a hardware product development cycle, each of which designates a prototype

development milestone. See EVT and PVT.

E

ECN: Engineering Changed Notification.

ECO: Engineering Changed Order.

ECR: Engineering Change Request.

EDI: Electronic Data Interchange, the transfer of structured data by agreed message standards from computer to computer by electronic means.

EMEA: Europe, Middle East, and Africa. Used to refer to Apple's region encompassing Europe, Middle East and Africa and as seen in organization titles such as \"Apple EMEA AppleCare\" and \"Apple EMEA Services.\"

EOL: End of Life.

EOP: End of Production.

EOSS: End of Service Support. End of the period of time (either 5 years or 7 years, depending on geographical area) when Apple has the responsibility to support a particular product. See Vintage Product and Obsolete Product for details

on the classifications applied to products for which Apple discontinues hardware service.

ERP: Enterprise Resource Planning. Usually used to describe a specific type of software such as SAP.

EVT: Engineering Validation Test. The first of three tests performed during a hardware product development cycle, each of which designates a prototype development milestone. See DVT and PVT.

F

FAI: First Article Inspection.

FATP: Final Assembly Package & Test.

FG: Finished Good.

FIFO: First In First Out.

G

H

I

ID: Industrial Design.

J

K

L

M

N

NTF: No Trouble Found refers to the state of a service part that has been classified as defective and returned to Apple but which yields no failures when tested by Apple. It's generally considered a Bad Thing to have a high NTF rate.

O

Obsolete Product: A product that has been discontinued more than seven years ago. Apple has discontinued all hardware service for obsolete products with no exceptions. Service Providers cannot order parts for obsolete products. See Current Product, Recent Product, and Vintage Product.

OEM: Original Equipment Manufacturer. Refers to the original manufacturer of the parts that Apple incorporates into our final product.

P

POR: Plan of Record.

POS: Point of Sale.

PVT: Production Validation Test. The last of three tests performed during a hardware product development cycle, each of which designates a prototype development milestone. The PVT is a final run-through on the production line of what amounts to the final product (i.e. the GM product). See EVT and DVT.

Q

QBR: Quarterly Business Review.

R

RFA: Request for Action. Refers to both the request and the database used for specific technical requests to business areas in AppleCare and Apple. This usually involves requests for documentation or drawings, specs, schematics, etc. RFA equates to an ECN or ECO.

RFP: Request for Proposal.

RFQ: Request For Quote.

RMA: Return Materials Authorization. This can be used to refer to the piece of paper authorizing a reseller or end user to return a product to Apple, or to the process of returning that product, or sometimes even to the warehouse where the product is returned to.

S

SAP: One of Apple’s primary backend systems. SAP is a powerful client-server application suite providing order management, distribution, manufacturing, and finance functionality. As for the company after which the application is named, SAP is a Germany-based company formed in 1972 to provide Enterprise Resource Planning (ERP) software solutions to large corporations. SAP stands for Systeme, Andwendungen, Produkte in der Datenverbeitung (”Systems, Applications, Products in Data Processing” in English). Its parent company is SAP Aktiengesellschaft (”SAP Corporation”), which is why SAP is often referred to as “SAP AG” in trade papers and on financial web sites. This term is for internal use only. If you must refer to it when speaking with customers, use the term “Business Tracking Tools” instead.

SBM: Supply Base Management.

SKU: Stock Keeping Unit.

SME: Subject Matter Expert. A contact agent or Coach who has advanced knowledged about a particular Apple product or business area. SMEs act as resources for Contact Agents with specific questions and are expected to lead training Roundtables on their area of expertise.

SOP: Standard Operating Procedure.

T

U

V

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