Field Service – Not Just for Service Companies

GPUG® Summit 2011November 8-11

Caesars Palace – Las Vegas, NV

Field Service – Not Just for Service Companies

Tom KarpowichStraight Arrow Consultingwww.StraightArrowUSA.com

GPUG Summit 2011– Las Vegas www.gpug.com

Agenda

The Field Service Modules in GP Traditional Uses of each module Additional Uses of each module Returns Options – a deeper dive Add-On (aRMA) Q & A


The Field Services Modules In Dynamics GP

Contract Administration Service Call Management Depot Management Preventive Maintance Returns Management


Contract Administration

Field Service Use– Service Contracts for items

sold– Defining Warranties

Non-Field Service Use– Any type of contract.

Particularly if billing is not monthly.

– Revenue recognition is independent of billing.

– Examples:• Sponsorship Income• Rental income of company-owned

assets.


Contract Administration

Sponsorships Rental Equipment


Service Call Management

Field Service Use Scheduling

Technicians Equipment

Configurations Equipment Tracking

Non-Service Use Tracking Company-

owned Equipment Tracking customer

purchases (Product Registration)


Equipment Maintenance (Service Call Management)

Tracking Customer Purchases


Depot Management

Field Service Use

Repair customer-owned equipment

Accumulate costs– Invoice for repair, if

appropriate– Integrates with Contract

Mgmnt

Non-Field Service Use Repair company-

owned equipment/Vehicles

Accumulate costs – but invoicing will not take place

Utilize Equipment Cards

Track History


Preventive Maintenance

Field Service Use Typically part of Contract Admin –

schedule PM based on contract terms

Automatically suggest dispatch/scheduling based on schedule

Non-Field Service Use PM on internally used

Equipment/Vehicles Can be used as a reminder

system– Don’t normally schedule

technicians, only reminders that the equipment is due for service.


Returns Management (RTV)

Field Service Use– ‘Returns from

Service calls– Customer Returns

Non-Field Service Use– Any Returns from customers

(RMA)– Vendor Returns (RTV)


RTV – Diving DeeperRTV vs PO Returns

Dynamics PO Returns Primarily designed for processing returns against purchase orders that

have had line items received against them, but it can also be used to return inventory that has been moved or returned from a customer.

This module links a line item to a PO Receiving document, which ultimately ties back to the Purchase Order.

If there is no PO available, then the item document that allowed that item to be in inventory must be referenced (item transfer document or customer returns invoice)

If an item to be returned is received, but not yet invoiced, then when the invoice is received, it will not allow matching an invoice to the returned item. Thus, no vendor credit document will be created.

If the item to be returned has already been invoiced, then a vendor credit memo will automatically be generated for the cost of the item.



Dynamics PO Returns - Continued This module is a basic function that will allow items to be returned to the

vendor and the appropriate credit documents will be created. However, with this particular functionality, there is no method for tracking RTV statuses or process points from within GP. Further, it is not well-suited for items sent out for repair or if they are to be automatically replaced with a similar item from the vendor. However,


Receivings Transaction Entry

Return to Vendor

Original Item Location

Non-Conforming Item

Item is ‘moved’ to a different location

Reference Original PO

Non-Conforming Item

Non-Conforming Item

If invoiced, then credit memo

created

If not invoiced, not allowed to invoice the returned items

Credit Memo created in AP

Dynamics GP Purchase Order Returns Process

1. If the item is still in the original put-away location, then the original PO Receiving document can be referenced.2. If the item has been transferred or sold/returned, the returns process cannot reference the original PO Receipt.3. In all cases, an uposted vendor credit memo is created immediately.

DIAGRAM A:



Return to Vendor Returns can be manually entered or can originate from a customer RMA (return) Can only return from inventory stock – no method exits to reference the original PO

automatically Can collect return ‘costs’ allowed by the vendor.

– Restocking costs, guarantees, etc. Can route to various ‘paths’

– Return for credit– Replace– Cross-ship– Repair & return

Can create and enter return ‘Reason’ Codes Document/return statuses

– Entered– Shipped (From original location)– Received (into Local warehouse)– Ready to ship (Back to vendor)– Closed



Return to Vendor – ContinuedDrawbacks:

RTV does not reference the original PO of the item. However it does recognize inventory no matter where it is. Further, if it is customer owned-inventory that can be flagged as well.

Only inventory is available for RTV. Non-inventory and other items (such as fixed assets) cannot be returned with this module.


RTV – Diving Deeper

• •


Product Overview The Advanced RMA (aRMA) Add-on for Dynamics GP will help you to maximize the value of the investment you made in your Dynamics GP solution in a number of ways. This add-on is particularly well suited for manufacturers/distributors and equipment rental companies but has a place in any solution that leverages the Dynamics GP RMA module to service customers. aRMA extends the Dynamics GP RMA Module to accomplish the following goals:

1. Allow lines on a single RMA originating from many SOP Invoices. a. Tie the credit amount on each line back to the originating SOP Invoice.

b. Reduce the number of RMAs issued to customers and that they have to manage. 2. Allow users to Append RMA Lines from varied SOP Invoices to Existing RMAs. 3. Streamline RMA Entry to improve customer service levels. 4. Eliminate waste and redundancy in the RMA entry process.

Quite simply, it's an extension of and compliment to the standard RMA Module.

http://www.straightarrowusa.com/microsoft-dynamics-gp/advanced-rma


Questions?

Tom Karpowich, CEOStraight Arrow Consulting, [email protected]

Field Service – Not Just for Service Companies

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