Template V.16, July 19, 2011 System i Service Management Overview Pete Stamm, Founder, RMB...

System i Service Management OverviewPete Stamm, Founder, RMB Solutions

Service Management

Allows manufacturers to effectively manage their post sales service operations to provide improved customer satisfaction while reducing costs

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Pain Points

Multiple independent systems

Lack of integration between systems

Lack of data standards

Lack of communication between service departments

Poor communication with customers

Warranty and contract expense

Lack of a system to support the Service Organization as a profit center

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Business Processes Supported

Field Manufacturing – installation

RGA/RMA

Repair Depot

Service Order – Field Service

Call Center

Part Sales

Customer Claim

Vendor Claim

Issue Management


Business Processes Supported

Credit Processing

Coverage Primary Warranty Extended Warranty Repair Warranty SLA – contracts On-line registration

Reporting and metrics


Features

Incident Management

Project Management – installation

Work Order Management Field Service Repair Depot Remanufacturing Preventive Maintenance (PM) to support contracts Templates and Item Process records

RMA Management

Claim Management


Features

Warranty and Contract Management

Inventory Management

Issue Management

Knowledge Management

Metrics

Web Page API


Benefits

Reduced costs Warranties, utilization, material, vendors

Increased revenue Service contracts

Improved customer service Warranty claims, information, turn around

Reduced product downtime

Improved customer expectations and retention

Improved quality data

Effective warranty and contract management


Benefits

Streamline service transactions

Communication both internal and external 80% call reduction

Automate transactions with customer and outside parties

Analyze Reporting Graphing Key performance indicators Forecasting Portal/dashboard

XA Service Management

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Infor System i Service Management

ContractsContracts

Knowledge Base

Knowledge Base

Field Service Operations

Field Service Operations

Serial Number Management

Serial Number Management



Incident Management

Incident Management

RMA and Repair Management

RMA and Repair Management

Customer Claims

Customer Claims

Vendor Claims

Vendor Claims

Incident recordingInternal and externalCall centerRecallRetrofitCustomer notice

Warranty Management Primary Extended RepairService Contracts

Repair order MgmtIntegrated quote processSpare Part OrdersCredit processing

Dispatch of techniciansService Order Management Preventive Maintenance Schedule

Integrated warehouseNon-integrated warehouse

Warranty Cost TrackingKPIsForecastingStatus ReportingDashboards

Lifecycle managementItem traceability

Automated processFinancial Settlement

Automated processFinancial Settlement

Survinging and Thriving in a Difficult Economy

SAMPLE BUSINESS PROCESS FLOWSProcess Flows

CALL

CENTER

FLOW

Customer ServiceEnters a Support

Call(Tracking Number

Created)

CustomerSupport Call?

Update Call -Enter a Customer

Sales Order

Requires aCustomer

Order?

Requires TechSupport?

Update Call asCredit Request -Enter a Credit

Memo

Requires aCredit?

Requires FieldService?

Update Callas Field

Service Req.- Go to FSProcess

Yes

Yes

Yes

Yes

Yes

No

No

Transfer Call / End

No

No

Issue Credit toCustomer and

Close CallEnd

CreateCustomerSalesOrder and Close

Call

End

Support Center Call Resolved?Update and Close

Support Call EndYesYes

Call Resolved?Update and Close

Support Call EndYes

NoNo

RMA?

No

Update Callas RMA. - Go

to RMAProcess

Yes

No

RMA

PROCESS

Go to RMA(Other)Process

RMA forRepair?

Go to RMAfor RepairProcess

Yes

Yes

No

RMA(Other)

Update Call asRMA for Repair(Give CustomerRMA Number)

Update Call asRMA

(Give CustomerRMA Number)

AdvancedReplacement /

Loaner?Yes

Update Call withShipping

Information andRMA Information

No

Ship AdvancedReplacement /

Loaner

RequireInternal

Approval?

Yes

Go throughInternal Approval

Process

No

InternallyApproved?

Yes

RMA Process

RMA

OTHER

Return to StockMove Product toWarehouse andUpdate / Close

RMA

Yes

Return to SupplierShip Product back

to Supplier andUpdate / Close

RMA

RMA (Other)Process

Inspect Material(Update RMA)

Product inAcceptableCondition?

Inform Customer -Scrap or Return toCustomer. Update

and Close RMA

No

End

YesCredit Customer(AR) and DebitInventory (GL)

Credit Customer(AR) and DebitSupplier (AP)

End

End

Recieve ReturnedGoods fromCustomer

(Update RMA)

Damaged inShipment?

No

Yes

SupplierContract?

No

RMA

FOR

REPAIR

FLOW

RMA for RepairProcess

Define,Schedule, andExecute Work

Order

CustomerApproved?

No

End

Complete andRecord WorkOrder Details

Ship Repair backto Customer

(Return to Stockon Adv. Repl. /

Loaner)

End

Y es

ReceiveReturned

Goods fromCustomer

(Update RMA)

Repairable? Y es

Inform Customer.Scrap or Return toCustomer. Update

and Close RMA

No

End

Update WorkOrder Status

as QuoteApproved

Inspect andTroubleshoot

Material(Update RMA)

Scrap orReturn toCustomer.

Update andClose RMA

Coveredunder

contract?

Define,Schedule, andExecute Work

Order

Repairable? Y esY es

Ship Replacement(Upd. Accounting)

and ScrapReturned Material

No

Ship Repair backto Customer and

Invoice(Return to Stock

on Adv. Repl.)

Define Work Orderand Create Quote

Update Work Orderto Quote Status

Complete andRecord WorkOrder Details

End

No

RequireQuote?

Y es

No

F I E L D

SERVICE

FLOW

Field Service

Schedule andDispatch

Technician forService Work

Order

Report In,Update, and

CompleteWork Order

InvoiceCustomer

End

Y es

PreventiveMaintenance?

Y esNo

CorrectiveMaintenance

Troubleshootand define

service to beperformed

Coveredunder

Contract??

Update FieldService Work

Order andExecute

AdditionalService Work

Found?No

CustomerApproved?

No

End

Y es


as QuoteApproved

Update andClose

Work Order



RequireQuote?

Y es

NoNo

CustomerApproved?

No

Y es


as QuoteApproved

Update andClose Work

Order



RequireQuote?

Y es

Y es

No

No

Troubleshoot,define service to

be performed, andcheck Contract

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Web-based Technology

17

Web communication with Customers: Warranty registration Request for RMA RMA status Claim processing

Databases DB2 SQL Server Oracle


System i Integrations Today (XA)

Creation of XA Customer Orders

Creation of Manufacturing Orders

Creation of Purchase Orders

Creation of Credit Memos

Application of Price Books

Options for order processing

Master and code files

Inventory

invoices

Additional Integration Points

Customers

Customer Orders

FOB Codes

Inventory Transactions

Item Availability

Item Classes

Ledger Codes

Payment Terms

Customer addresses


Planners

Price Books

Price Codes

Products

Purchase Orders

Features & Options

Routings

Salesman

Serial numbers


Shipments

States

Units of measure

Vendors

Warehouse/location

Work centers

Components

Bins

Buyers

Carriers

Countries

Currency Codes

Customers

Addresses

Price Codes

FOB Codes

Invoices

Item Availability

Inventory

Items

Item Classes

Ledger Codes

Manufacturing Orders

Payment Terms

Planners

Price Books

Product Features & Options

ProductsSalesmen

Serial Numbers

Shipments

States

Units of Measure

Vendors

Warehouses

Work Centers

Integration

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