Depot Repair

whiteboard

 What is the need of Depot Repair

Service organization to manage repairs and returns Track the reason Take it to engg Service request Lifecycle Repair and then return to customer Estimates Customer approvals RMA Receiving Ship back

 Mobile Phone
Visit Service center walk-in customers Diagnosing the problem Recommend solution Cost --Check Warranty Confirmation from customer Rapair/Replace purchasing of some parts from the vendor Return to the customer

 Television
Ask engg to visit us Field Service Diagnosing the problem Recommend solution Estimate of Cost --Check Warranty Take it to service center

 Laptop (samsung, DELL)

Call center TeleService Diagnosing the problem Recommend solution Cost --Check Warranty Confirmation from customer Rapair/Replace purchasing of some parts from the vendor Return to the customer

 Process how things are getting processed Setup WHY where it is impacting

WHY

HOW

12:45 3:30 ---- 12 +91 98909 15271 parag@samyakgyan.com

FUNCTIONALITIES

CUSTOMER MANAGEMENT
REPAIR SOLN MGMT DEPOT REPAIR WRKBNCH RELATIONSHIP MGMT CUSTOMER DATA STORE

REPAIR JOB MGMT WIP TASKS

DEPOT REPAIR
REPAIR TYPE

SERVICE REQUEST MGMT SERVICE REQUEST SEARCH KNOWLEDGE DB refurb standard

Third party REPAIR & RETURN

Loaner, Repair &Return

Exchange

advance Exchange

loaner

replace

Service agent Is creating a service request (description of the customer issue)

Register Repair Order Type

Repair Order Processed

Next steps

Next steps

Next steps

Close repair order

Repair types Decides the processing steps at broad level

Repair and Return
SR IS CREATED REPAIR ORDER RECEIVE GOODS REPAIR

SHIP

INVOICE

CLOSE RO

Repair types Decides the processing steps at broad level

LOANER, Repair & Return
DN1209
SR IS CREATED REPAIR ORDER SHIP STAND BY DN1201 RECEIVE defective GOODS DN1201

REPAIR

SHIP defective

RECEIVE LOANER DN1209

INVOICE

CLOSE RO

DN1201

MOBILE DN1201

Repair types Decides the processing steps at broad level

LOANER
SR IS CREATED REPAIR ORDER

DN1209
SHIP STAND BY

DN1201

RECEIVE LOANER DN1209

INVOICE DN1201

CLOSE RO

MOBILE DN1201 CONTINUE TO BE WITH CUSTOMER

Repair types Decides the processing steps at broad level

EXCHANGE
SR IS CREATED REPAIR ORDER DN1201 RECEIVE defective GOODS DN1209 SHIP EXCHANG INVOICE

CLOSE RO

MOBILE DN1201

Repair types Decides the processing steps at broad level

REPLACE
SR IS CREATED REPAIR ORDER DN1201 RECEIVE defective GOODS DN1209 SHIP REPLACE INVOICE

BRING THAT EXPIRED PRODUCT BACK IS MORE EXPENSIVE THEN LETTING IT GO

CLOSE RO

MOBILE DN1201

Repair types Decides the processing steps at broad level

ADV EXCHANGE
SR IS CREATED REPAIR ORDER SHIP EXCHANG DN1201 RECEIVE defective GOODS INVOICE

DN1209

CLOSE RO

MOBILE DN1201

Repair types Decides the processing steps at broad level

STANDARD
SR IS CREATED REPAIR ORDER CLOSE RO

MOBILE DN1201

Repair types Decides the processing steps at broad level

THIRD PARTY
SR IS CREATED REPAIR ORDER CONTRACTOR TO PROCESS OUTSIDE PROCESSING FUNCTIONALITY OF INV-WIP-PURCHASING CLOSE RO

MOBILE DN1201

GL INV PO OM WIP IB TELESERVICE AR CONTRACTS FIELD SERVICE (SPARES MGMT) AP BOM (BILL, ROUTING) ISUPPORT HRMS KNOWLEDGE MGMT ADVANCED SCHLD ASSIGNMENT MANAGER

 GL
Ledger Calendar Open period

INV
Item master Enterprise structure Controls serialized, lot

 OM
Line types in OM Charges through OM and pricing of charges

PO
Third party OSP -> Purchase order and the send part to the vendor -> receiving

HRMS
Technician People data

WIP job order

Process sequential manufacturing/repair work and charge the customer accordingly material allocations

 Install base
Updating the status of the instance item

iSupport
Self-service (online)

TeleService (charges, Customer, SR) Knowledge management

Problems Search for solutions
Available in order of need

 Field service
Internal refurbishment

Advanced scheduler
Scheduling of the various agents

Assignments manager
Assignment of the agents

 AR
Via OM Line type

AP
Via PO For third party invoicing Outside processing

Service Contracts
coverage

CALL CENTER

ISUPPORT

WALK-IN

REPAIR TYPE

DEPOT REPAIR
SR RO S1 S2 S3 CL

REPAIR MODE SEQUENTIAL STEPS WIP BOM AND ALTERNATE ROUTING TASKS T1 T2

 Deport repair workbench

SR Entering and booking order Knowledge management Service Contracts OM Pricing --- update order addl lines of charges TeleService Charges Receiving of Inventory/Purchasing Install Base track instance of item TeleService Debriefing and Charges OM Update order with Charges OM Shipment

 Pick release
Release rules

inventory

Request to inv pickwave move order Allocation material Picker bring to staging Pick confirmed

PICKED

staging

 Repair Type WIP

SR, RO Searching for soln from KM Estimates accepted Logistics Receive WIP Job created
Allocate Material Perform Operation 10..100

 WIP
Material -- item reln, proportion reqd BOM Physical stock from INV

Resources
Machine, Man, Money Assigned to department AVAILABLE

Routing
Resource from dept -> How much For a particular operation Sequence of operations Which are carried out in diff departments

Cost rates Cost engine

Charge to Customer
Pricing

Bulk Receiving
Damaged products are sent by customer & received at Depot
Create repair Orders

RMA

 Receives a returned item

Existing RMA ---- it will match

Create SR, RO and if RMA does not exist - RMA

 Segregation of Duties (SOD) Service Agent interact with customer YES DO TECHNICAL JOB NO
Repair workbench
Create SR Create RO

Technician interact with customer NO Skills and perform the task YES
Process Order
Diagnostics Solutions Executing jobs

SERVICE REQUEST REPAIR REPAIR REPAIR REPAIR ORDER ORDER ORDER ORDER REPAIR TYPE REF REPAIR TYPE
Determines controls, defaults For repair order processing

OPERATING UNIT

BUSINESS PROCESS
SERVICE SERVICE SERVICE ACTIVITY ACTIVITY ACTIVITY BILLING TYPE

Group of service activities

ORDER TYPE
LINE TYPE

Type of action or business Operation performed replace Return,

BILLING CATEGORY

Labor Material Expenses

SERVICE RECOMMENDATIONS Domain By Inv Org Alternate Bill Alternate Routing Task Templates Tasks

SERVICE CODE

DIAGNOSTICS DIAGNOSTICS CODE DIAGNOSTICS CODE DIAGNOSTICS CODE DIAGNOSTICS CODE CODE

DEFAULTING RULES Defaults -Repair Type -Repair Org -Receive Org -Owner

RULE

DIAGNOSTICS DIAGNOSTICS CODE DIAGNOSTICS CODE DIAGNOSTICS CODE CODE CONDITIONS

ALL CONDITIONS MUST EVALUATE TRUE