ERPLN Service Depot RMAs and Repairs

Presented by:

Strategic Systems Group, Inc.

6-May-2008 Strategic Systems Group, Inc.

Managing Customer Materials

Do you manually track customer returns? Do you send out loaner equipment? Do you need a better way to tie it all together?

6-May-2008 Strategic Systems Group, Inc.

Return Material Categories

Different types of material returns

• Warranty / Replacement

• Repair

• Customer Owned

6-May-2008 Strategic Systems Group, Inc.

Managing Return Materials

• Warranty

• Repair (with revenue)

• Loaner

• Costs

• Status

6-May-2008 Strategic Systems Group, Inc.

Issue RMA to Customer

RMA DECISION PROCESSES

WarrantyIncoming

Inspection

Repair orReplace

Repair orReturn

NOIncoming

InspectionYES

Maintenance Sales Order

RepairRepair

Process Replacement

Part

Return Unrepaired Part

to Customer

Replace Return

Repair Work Order

(WCS)

Ship Part to Customer

Business Processes

Business P

olicies

6-May-2008 Strategic Systems Group, Inc.

Maintenance Sales OrdersManages:

• Receipt

• Maintenance

• Delivery

• Loaners

• Costing and Invoicing

6-May-2008 Strategic Systems Group, Inc.

Warranty / Replacement• Policies for managing replacement parts

• Qualifying parts • Qualifying conditions

• Inspection requirements

• Disqualifying conditions

6-May-2008 Strategic Systems Group, Inc.

Repair Policies• Types

• Warranty / repair• Non-warranty / repair (revenue)

• Items• Replace only• Repair only

• Cost • Flat rate• Time and material

6-May-2008 Strategic Systems Group, Inc.

Production

• Do you use customer materials in production?

• What if customer owned material fails in production?

6-May-2008 Strategic Systems Group, Inc.

Maintenance Sales Order Integration

• Business Partners

• Contacts

• Logistics Tables

• Central Invoicing

• Taxation

6-May-2008 Strategic Systems Group, Inc.

Maintenance Sales Order

6-May-2008 Strategic Systems Group, Inc.

Part Procedures• Receipt

Return of goods from customer, including scrap• Loan

Defines loaner item and procedure to receive back from customer

• Maintenance

Defines defective part maintenance work order performs repair

• Delivery

Shipment of parts to customer

6-May-2008 Strategic Systems Group, Inc.

Warehouse Receipt

6-May-2008 Strategic Systems Group, Inc.

Returned Material

RECEIPT COMPLETE

6-May-2008 Strategic Systems Group, Inc.

Maintenance Sales Order

6-May-2008 Strategic Systems Group, Inc.

Service Work Order Integration Work Control System

• Maintenance Sales Control

• Activity Management

• Serialization

• Revision Control

• Warehouse Management

• People (Labor)

• Purchase Control

6-May-2008 Strategic Systems Group, Inc.

Work Control System• Work Order Processing

– Materials– Routings

• Planning – Resources – Materials

• Execution– Activities

• Costing– Material– Operation

6-May-2008 Strategic Systems Group, Inc.

Activity Management

• Maintenance / Reference Activities

• Materials, Tools, Resources

• Maintenance Routings

6-May-2008 Strategic Systems Group, Inc.

Other Data

• Problems

• Solutions

• Items

6-May-2008 Strategic Systems Group, Inc.

Set-up Considerations• Problem / Repair Codes

• Coverage and Service Types

• Service Items

• Reference Activities (all the tasks to perform the repair)

• Organization Repair Structure (work centers)

• Routings

• Business Policies – Repair, Replacement

6-May-2008 Strategic Systems Group, Inc.

Service Items

• All items or only select items ?

• Serialized or non-serialized ?

• Component warranty from your manufacturer ?

6-May-2008 Strategic Systems Group, Inc.

Service Implementation

1. Assess how Service can benefit your organization

2. Identify how it will meet strategic goals

3. Identify business requirements

4. Define current business processes

5. Define which areas to implement and sequence / phases

6. Evaluate supporting Logistics / Common data

7. Validate new business processes through scenario testing

Let ERPLN work for you!

6-May-2008 Strategic Systems Group, Inc.

Service Integration

Common Data Logistics DataService

Master Data

Contract Management

Serialized Item Management

RMA and Repair Management

Call Management Field Service

DashboardsBusiness Partner

ManagementCosting

Materials Management

6-May-2008 Strategic Systems Group, Inc.

Presented By

Strategic Systems Group, Inc. (SSG)

For details on the material presented today,

please contact us as

dcervelli@ssgnet.com (805) 493-0986

pdjohnson@ssgnet.com (949) 678-9672

Questions ??