MP7 Service

8/14/2019 MP7 Service

1/33

Masterpack

Service Module

24/03/2009 M ASTERPACK S ERVICE TRAINING (06/99) 1

INTEGRATED BUSINESS SOLUTIONS

On-Line Training CourseRelease 7.3


2/33

MASTERPACK ACCOUNTING AND DISTRIBUTION SOFTWARE SYSTEM

Copyright Masterpack Systems Pty Limited.

MASTERPACK ON-LINE TRAINING RELEASE 7.3

Copyright MP Tech, Inc. dba Masterpack.

This document is copyright of MP Tech, Inc. No part of this document may becopied, reproduced, translated, converted, recorded, adapted or transmitted or otherwise dealt with in any form or by any means, whether electronic or mechanical, including by way of storage or retrieval in a database or retrieval

system, for any purpose.

SB+ is a registered trademark of Unidata Uk Limited.uniVerse is a registered trademark of VMARK.UniData is a registered trademark of UNIDATAVERTEX is a registered trademark of VERTEX.

MPK-013 (1194)



3/33


4/33

GETTING AROUND THE COURSE MANUAL

ABOUT THE MASTERPACK TRAINING MANUAL

This Masterpack Training Manual is a comprehensive overview of Masterpack Service release 6.0.

This manual is designed to be used in conjunction with a training session led by a certifiedMasterpack Trainer. It is not a self study guide.

REQUIREMENTS FOR THE TRAINING COURSE

This course assumes that you have received training in Masterpack Accounting and Distributionmodules. It requires a Masterpack account in which the Accounting and Distribution modules havealready had their take-on completed, and their current periods are set correctly.

The account must also have the Projects and Service modules installed. The course assumes thatthe take-on for these modules has not been completed.

HOW TO USE THIS DOCUMENT

This manual is arranged in three sections:

Section 1 Introduction

Section 2 Details the set up of the service company.

Section 3 Explores the features of Masterpack Service in Case Study format.

The training manual is designed using a column page format as follows:

Action Path DescriptionEnter IMM

FunctionsGeneralService

Action: This indicates whether you should enter data as described, or read for assistance in understanding the next section.

Path: The top line indicates where the session can be found onstandard Masterpack menus, starting from the module selection menuand following the highlighted or underscored letters. Subsequent linesshow the screens to select within the session.

COMPANY PROFILE


SECTION 1


5/33

MODEL SERVICE COMPANY

This course models the implementation of a new service business into an existing Masterpackclient. For this implementation, the service business is being treated as a completely separatebranch of the company, complete with its own inventory. It uses an existing company definition to

reduce data entry requirements. The course demonstrates most of the functionality of MasterpackService.

This service organisation provides on-site and return to base service for personal computers andlaser printers. The printer contract charges depend on the level of use of the printers.

YOUR COMPANY SET UP

In company control, ensure that projects and service are installed and verify that they are not taken

on. Check that their fiscal periods are set correctly for the current date. Check that the LRC(labour recovery) identified account is defined. This is the account from which booked labour andits overheads are consumed.

Determine the cost centre to use for the service business postings, and set this up as requiredusing the General Ledger module.

Define the general ledger accounts to be posted for contract revenue (both earned and unearned),service call revenue, cost of contracts (non-chargeable call revenue), cost of service, work inprogress, and service module suspense.

Determine the branch to use for accounting and analysis, and set this up in the Utilities module touse the service cost centre. Do not enter any service information at this stage.

Using the Inventory module, define a new warehouse to hold the service inventory. This will also beused for service sales analysis. Set this up for the service cost centre and branch.



6/33

2 SERVICE MODULE SET UP

2.0 OBJECTIVES

Action Path DescriptionRead After completing the set up section the service module will be ready for

the data entry required for the day to day running of an example servicebusiness.

In this section, we define the data required for the service companycontrol screens, and determine the settings for an example serviceimplementation. We then complete the data take-on.

You will see warning messages in the form:No Service Management Control Record for company XXXX

These will disappear when the service company control is set up.

2.1 SERVICE ACCOUNTING CONTROL SET UP

Read This section sets the general ledger accounts which are to be posted byservice contracts and service call work. They must be defined firstbecause they are used in the default information required by servicecompany control.

Read Service Job Control:

The objective of service job control is to enable complete analysis of thecosts and revenues for service calls. Sections and cost codes providethe interface from service into the financial modules. Service uses theaccounting functionality provided by the Masterpack Projects module.

Cost codes are used according to the nature of the charges anddetermine the general ledger accounts to be posted.

Sections are used according to the location or function of the serviceand determine the general ledger cost centres to be posted.

The job control reference files must be defined in order to be able to setup the service company control.

Enter VSPCC The cost codes define the accounts for service costs, work in process,and revenue. The entries need to be distinguished between labour andother costs, and revenue. Create a code for revenue.

VSPCCGL Alloctn

Ensure the general ledger allocations are set up. Use your companymaster chart of accounts and the appropriate account numbers.

Specify the service call sales account for both work in progress andcompleted revenue. The work in progress revenue account is only usedif invoicing is carried out before the call is closed. We will be invoicingcalls on completion so would not post to this account anyway.


SECTION 2


7/33

VSPCC Create cost codes for the following:

Materials

Labour

Fees

Enter the revenue cost code as the default revenue. This enable theservice call invoicing process to determine the sales account that appliesfor the materials, labour and fees.

On the GL allocation screen, specify the service WIP account for open jobs, for both work in progress and overheads. This account will bedebited when parts and labour are consumed on a service call.

Specify the service cost of sale account for finished jobs. This accountwill be debited on service call invoicing. The open jobs accounts arecredited at this time.

VSJCD Enter the materials cost and recovery codes as defaults for the

company.VSJSH A job chart must be defined for the job sections. Create a chart for

service with a code of 01.

VSJSS The job cost sections enable engineers to book time against differentoperations in the Service environment.

Create a section for workshop work. Enter section 10 on the service jobchart.

Create a section for field service work, as section 20.

VSJSSGL Allocs Ensure that the GL allocations are maintained with the appropriate costcentre for the location of the service operation.

Read Service Integration with Sales:

Service uses the Masterpack Sales and Receivables modules for invoicing customers for service calls and contracts. It is also possible tosell contracts for items during sales order entry, and to create warrantyand service contracts automatically at order despatch. There is also afunction to create service calls for equipment installation after despatch,if required. The sales return process can be initiated from a service call.Sales of service contracts may be analysed and posted according totheir order type and warehouse settings. The service sales analysiswarehouse set up is described in the service company control set upsection.

Enter IMI Service invoices are raised using miscellaneous items to charge for service contracts, labour and fees such as call-out charges. These maybe used for sales analysis. Set up miscellaneous items for each of these. You should not define any cost of sales for these items, as theservice module calculates the actual cost at invoicing.

SSRT Enter an order type for selling service contracts.



8/33

Read Non-chargeable service:

Labour and materials used on service calls are recorded by docket entry,and these dockets are used for invoicing the customer. Contract andwarranty agreements may cover these costs, so the customer would notbe invoiced. This represents a loss of income to the engineering part of the service company, and its value could be accounted as a cost of theservice contract. This value is not owed by any external debtor, so itmust not appear on an AR control account.

Masterpack accounting modules use interface codes to divert controlpostings from the company identified accounts, and the service moduleuses this functionality with specified internal charge-to customers.Service call invoices for these customers are not treated as debts in AR.

The non-chargeable sales and cost of sales values can be separatedfrom the chargeable values in sales analysis by defining a separatewarehouse for them.

You can define multiple interfaces, internal customers and warehousesfor analysing complex service operations in detail.

Enter USCI Create an interface code for diverting these charges from AR control toan appropriate cost of contract account, and the service cost centre.You may have to use the GO function to define the account. Usesuspense accounts for all of the other entries.

The service business may not need to account for call revenue lost toservice contracts. In this case, the company would define the AR controlon the interface code to be the call revenue account. This would simplycancel out any service call revenue postings when they are covered by acontract.

Note: Ensure that your procedures specify that the service interfacecode must never be used for any customers other than service internals,as this will cause end of day integrity errors. There is a tendency for unfamiliar users to use the lookup when entering accounts data, sodiscourage them by making the interface code unusual (!@!@!, for example).

RMM An accounts receivable master record must be defined for collecting thenon-chargeable service invoice postings.

Create an internal customer for the service system. Enter companyinformation on the first screen and minimal data elsewhere.

Note: You should ensure that the customer is set to be exempt fromsales taxes. Failure to do this will cause the non-chargeable servicecalls to incur sales tax when they are processed by the invoicingfunction.

RMMAccounts

Use the accounts screen to define the financial information. Enter theinterface code defined earlier so that the non-chargeable invoices areposted to the cost of contracts account.

RMM(Flip)More

Use the more screen (text mode terminals have to use the F9 Flip key tomake this function available) to enter some additional information. Setthe internal flag to Y to indicate that the customer is only used for the

service module internal invoicing.



9/33

Read Service contract revenue:

When an invoice is raised in advance for a service contract, accountingrules specify that the full amount cannot be recognised as revenue. Therevenue has to be allocated across the financial periods for which thecontract is active. Masterpack accounting modules use unearnedincome functionality to control this type of transaction, and the Servicemodule makes use of this. All postings to the revenue account specify adate range, and the unearned portion of the posting is sent to theunearned revenue account. At each period end, a journal is created topost the next periods proportion of the revenue back from the unearnedto the earned account.

Enter GSAU Enter the service contract revenue account in the first field. This is theearned revenue. Enter the unearned revenue account number in thedetails section.

2.2 SERVICE CALL CONTROL REFERENCE FILES SET UP

Read This section defines additional data used in the default informationrequired by service company control.

Enter VSCRG Service category is used to group items for servicing. For each branch,these can have a defined call-out charge which can pay for a definedamount of travel or work. The category is used for lookups and analysis,and a default is specified in service company control. It may also beused for identifying the skills required to resolve problems, and to definethe service contract revenue accounts and cost centres.

Enter categories for monitors, units and peripherals.

We cannot enter any accounting information unless the derivationmethod is defined in service company control to use category. This is

described in the service company control set up section.VSSRP The service priority indicates the importance of a service call to the

service company. Call priority can be maintained manually or byautomatic escalation. It is used in the call monitor for selecting calls tobe shown and determining how they are displayed.

Enter some service priority codes between 90 (low) and 1 (high). Theseare used in service call monitoring and escalation. Choose appropriatecolours to be shown in the call monitor.

USRGS Masterpack is delivered with some state information already defined.Service requires this in order to calculate time differences between thecustomers and the computer systems clock.

Check that the states you intend to use are defined correctly. Note thatthere must be a state defined for the computer systems location.

For countries that have no predefined states, the simplest data entry isto create a code for each time zone that applies to the country.

USRGSTime

The time differences screen records the difference between the time inthe state and that of the computer systems clock. Check that these arecorrect and that the computer systems state is set to zero difference.



10/33


11/33

Enter VSSRS The call status is used in the call monitor for selecting calls to be shownand determining how they are displayed. The status code values havedefined meanings, and cannot be changed. Status values in the range600 to 699 indicate that the call is interrupted.

Check the description for status code 600 and verify that it will be shownblinking in the call monitor.

VSSRI Enter new interrupt codes, or modify existing ones, for the followingreasons for calls not having been completed:

In progress

Waiting for parts

Credit hold

Customer will call back with more information

2.3 SERVICE COMPANY CONTROL SET UP

Read Service company control determines how the service system will workfor your company.

All of the reference files entered in the previous sections are required inthis stage of the set up. Use the Lookup function to retrieve previouslydefined values. Choose values to represent the process flows for your company.

Enter VSL On page one there are the accounting controls and default codes.

The general ledger cost centre source indicates whether contractrevenue accounts and cost centres should be determined by the locationof the item being serviced or from its service category. Set this to B.

With this setting, the accounting fields on the service category screenare not used, they are defined on the service branch screen instead.

The next sections define various defaults for creating jobs for repair work and for the miscellaneous part numbers used in service invoicing.

The computer state field is used to calculate the time at the customer sites, for servicing customers in different time zones. Enter the statedefined for the computer system location.

VSLPage Dn

The internal customer for service should be entered on page 2, together with some tax information and the rules for applying fixed rate charges.This is where you decide whether the cost of contract values should

reflect the costs incurred or the loss of sales revenue.

VSLContracts

The contracts screen determines how warranties and contracts can becontrolled through sales order entry and despatch. It determines thecontract revenue accounts, the miscellaneous item codes that are used,and the sales order types. It also determines some meter reading andrate derivation rules. Set the meter rate level to 1 allow default chargesto be set by item. This minimises the data entry requirements for metered charges.

The rate type field determines whether or not contract surcharges for zone and hours of coverage are applied automatically.

VSLCalls

The service call control screen is used to set defaults and to enable or disable many automatic features in call transactions.



12/33

VSLCallsInterrupt

The interrupt codes screen may be used to set the default interruptcodes to be applied under specific circumstances.

VSLDespatch

The despatch control screen determines the timings used for escalationand response measurement, and the functionality available for controlling field service operations.

District control may be used to associate customer locations with servicebranches and personnel. This is determined from a field in the postalcode file, so is appropriate to countries which have complete postal codeinformation defined in Masterpack.

Set the districts used value to N at this stage.

VSLDockets

The docket screen control determines process flow in docket entry. Theworking week hours value is used for time-sheet control.

Enter USRDR In Masterpack Service, the branch indicates the office responsible for the service work. The company, cost centre and sub cost centre fieldsare used for cost collection defaults. Where there are multiple service

offices, the responsible branch is either recorded on the equipmentbeing serviced, or derived from the postal code of its location.

Verify that the values entered for the service branch are appropriate.

USRDRService

The Service Warehouse screen is used to define the warehouse, andthe revenue accounts and cost centres, for invoicing from the servicebranch. The revenue information only applies to contract invoices, thecall invoice postings are determined by the job control set up describedearlier.

Enter the service warehouse for the service branch. The General Ledger account and cost centre values are used when service company controlindicates that revenue is determined by the service branch, and not bythe item service category.

2.4 SERVICE PROBLEM ANALYSIS REFERENCE FILES SET UP

Read Problems and Resolutions:

Service calls are classified by several codes. These describe theproblem symptoms, resolution and cure. These codes, combined withthe service item information, are used to create descriptions on serviceinvoices. Service statistical analysis queries can be made on any of these fields.

Masterpack links the various codes so that they can only be combined inan appropriate way. These links can be complicated to set up, sorequire careful preparation. The choices should be simple enough for the engineers to be consistent, but should still able to provide usefulinformation for analysis.



13/33

VSSRA The action code is used on the service call to classify what was done toresolve the problem. This is also used to create a description on serviceinvoices, where the action forms the first part of the second line of text.Enter codes for the following actions:

Adjust

Repair

Replace

Upgrade

Advise

VSSRU The cause code is used on the service call to identify the cause of theproblem with the piece of equipment. This is also used to create adescription on service invoices, where the cause forms the second partof the second line of text. For each cause entered, you must define alist of its possible actions. Enter codes for the following causes:

Faulty componentAccidental damage

Software error

Unknown cause

Functionality

User knowledge

VSSRF The fault code is used on the service call to identify the reason for thecall, or the symptoms of the problem. This is also used to create adescription on service invoices, where the fault narrative precedes theservice item to create the first line of text. The Equipment Working fieldis used to categorise the fault severity when determining its priorityescalation rules. For each fault, you must enter a list of its possiblecauses. Enter codes for the following faults:

Query

Error message

No boot

No power

Breakage

Unidentified - Set the allow completion field value to No.

Leave the skill level field blank at this stage. Masterpack can suggestthe engineers to assign to a call by comparing their skill levels with thoserequired for the fault. This would require more detailed definition of faults than used here.

Allow completion is used to indicate if the call may be completed withthis fault code. When set to No, the fault code must be replaced with afault code that represents the true problem before the call can beclosed.



14/33

VSSRC Call cancellation codes are used to terminate service calls withoutrequiring any action from the service company. Enter codes for thefollowing:

Customer fixed problem

Not supported

VSSRM The machine class is a rating between 0 and 9 to define the relativeresponse times applying to service items. Zero is the lowest rating, sowould have the largest factor to increase response times. The standardmachine class rating should be set to 100%. Critical items may haveshorter response times with lower percentages, though this would beunusual as the fastest response time is normally defined on the contract.The machine class must be set in the inventory master for each serviceitem.

For example, the company may offer a standard contract with one hour response time for business critical systems, and a four hour response onlow priority items. This could be set up with class 1 defined as 400%and class 9 as 100%. The appropriate classes are associated with theinventory items, and the four hour response is held on the contract.

Enter or verify the machine class for standard response rating.

VMM Priority Escalation is used to increase the priority of a service call basedon the length of time for which it has been open. Interrupted calls mayor may not be escalated, depending on the setting for the interrupt code.

After the elapse time period has passed, a calls priority is increased bythe specified escalation point value at intervals determined by theresponse time.

Define the times and points for both functional and non-functional faulttypes. Leave the remaining key fields blank, so that these rules willapply to all calls logged without contract coverage for all zones andbranches.

2.5 SERVICE RESOURCE REFERENCE FILES SET UP

Read Service Resources:

The service environment is defined as having people available withdefined skills and abilities, working in particular departments withresponsibilities. Some of this information is shared with the projectsmodule (for job costing).

The skills and abilities are linked to item faults, so that Masterpack cansuggest the best engineer to respond to a service call, and estimate thetime to completion.

Location data is also held so that Masterpack can estimate travel timesto customer sites, suggest engineers, and default the customers servicebranches.

VSPRR At least one area is required for the job costing master definitions.

Enter an area code for the company head office.



15/33

VSPRD Service Departments are required for the Personnel Master. Theyenable branches to be sub-divided for job functions. For example;various grades of technician, field support, help desk and workshop.These can be used to filter calls displayed on the service call monitor.Enter codes for the following departments:

Field service

WorkshopVSSRK The skill code is used when estimating the time required to repair a fault.

It can also be used, in conjunction with fault definitions, to compare thelevel of skill required to work on a particular fault with the level of skillthat a person has attained. The skill code is a single digit number in therange 1 to 9. Enter codes for the following levels:

Trainee - set the Time Weight value to 2

Standard - set the Time Weight value to 1

Expert - set the Time Weight value to 1

VSSRR The personnel rate codes define the labour charge and cost rates thatwill be applied for both invoicing and job costing in service call docketentry. These may be overridden by the service contract charges.

It is possible to define these with enough details for activity costing byemployees and tasks, though this would require a lot of involvementfrom the companys cost accountants.

Define a standard rate code for the company.

VSSRREnter Effe

Enter the rate information for each activity code. The selling price andinternal rates are used to calculate the labour charges on dockets for

customers and the service internal customers. The cost price is used for margin analysis, whilst the labour cost is used for call project costing.

It is possible to override these rates for specified customers. This isdescribed in the service customer case study.

VSTFS The trade skills are used to classify engineers abilities according to thetypes of problems reported. This allows Masterpack to suggest theappropriate engineer for a service call.

Enter codes for the following skills:

Hardware

Software

VSTFE The repair requirements screen is used to determine the trade skillsnecessary to solve identified problems on particular items. The itemscan be specified by code, model or service category. This screen alsocontains timing information for booking engineers to solve the problem.

Enter the skill required to resolve calls for each fault, for each servicecategory. Note that multiple skills may be appropriate for some faults.

VMP The personnel master file must be used to define personnel codes for the service engineers. Enter details for an engineer in field service andtwo based in the workshop.



16/33

VMPFunctionsDepartme

The personnel department screen defines location and rate details. Usethe appropriate branch, department, section and warehouses for eachengineer. These are used as defaults when creating dockets fromengineers time sheets.

VMPFunctionsCallDetail

The call details screen is used to determine whether or not the engineer is a supervisor. It may also be used for allocating a district for them if you are using the traveling time functionality in field service. Servicecalls are allocated to supervisors prior to despatch.

Define the field service engineer and one of the workshop engineers assupervisors.

VMPFunctionsTrade Skills

The trade skill screen allows you to specify the engineers strengths andweaknesses. The skill level has a time factor which is applied to therepair requirements time estimate.

Define the field service engineer as being trainee skill for unspecifiedtrades and categories, standard skill for the hardware trade skill inunspecified categories, and expert skilled for hardware for units.

Define the workshop supervisor as standard skill for unspecified tradesand categories, and expert skilled for software.

Define the workshop engineer as trainee skill for hardware for unspecified categories, and standard skill for hardware for monitors.

2.6 SERVICE CONTRACT REFERENCE FILES SET UP

Read Service Contracts

The contracts that are available to the service company are determinedby combinations of standards and types. These may be used todetermine default contract charges.

Enter VSCRA The standard is a single character code to represent the level of service.For example, a service organisation may offer several standards of service cover with different features at different rates. Enter a code for normal level of service.

VSCRT The type is used to describe the coverage of the contract. As somelevels of coverage will only apply to particular standards, this screen isused to say which standards are available.

Note: Masterpack sales despatch can create warranty contractsautomatically. If you wish to use this functionality, a type code of W

must be defined for sales warranties. Enter codes for the following:Sales Warranty

Field Service

Return to Base



17/33

VSCRS Types/Standards is used to define the details of the coverage given byservice contracts with particular combinations of these two codes. Thisdefines whether the contract is a warranty contract, and whether parts or labour are chargeable for service carried out under these contracts. Theservice internal customer is defined for recording charges when theseare covered by the contract, so are not charged to the actual customer.The invoice text which is to be printed on the service contract renewalinvoices is defined here.

The indicator for Charge Labour here only takes effect when the Labour Activitys charge indicator is set to Yes. This prevents the customer from being charged for lunch breaks, for example.

Enter type/standard combinations for covering parts and labour on all of the service types.

VSCRZ Service zones are used to determine the annual service rates applicablefor service items. The items location may then affect the price chargedfor the contract. If the service rate option on the service company controlis C (Calculated), the percentage entered will be applied to the base

annual service rate for the item when its annual service rate is calculatedfor the contract. This reduces contract pricing data maintenance.

If the service rate option on the service company control is A (Actual),the zone percentage charge is not relevant and cannot be entered.

Enter a zone code for the geographic area covered by the servicebranch of the company.

VMM Priority escalation rules can be defined differently for differing contracttypes and standards. It is possible to specify faster response times for higher standards of contract, for example.

Enter values for both functional and non-functional fault types for eachof the combinations of contract type and standard defined earlier. Leavethe zone and branch fields blank so that the rules apply to all of these.

VSCRN Cancellation reasons are used if a service contract is terminated beforethe contract expires. These codes are also used for contract quotationsthat are deleted (lost). Enter cancellation codes for the followingcircumstances:

Contract lost to a competitor

Equipment no longer used

VSCRB Billing cycles determine the interval at which customer is to be invoicedfor a service contract. For example, an annual contract could be billedmonthly, quarterly or annually. The cycle days value can be set to anumber of days, months or years. Enter codes for annual and monthlybilling.

VSCRH The hours of coverage code allows contracts to be defined with standardstarting, finishing and response times for service calls. A surchargepercentage can be set for contracts using these hours. This surchargewill only be used if the service rate option on the service companycontrol is A (Actual). Enter codes for the following:

Normal working hours, four hour response time

Twenty-four hour cover for Monday to Saturday, one hour response time,at three times the normal charge.



18/33

2.7 SERVICE METER CONTRACT REFERENCE FILES SET UP

Read Service Meter Contracts

Contracts may be billed by equipment usage as well as by periodcovered. The usage is measured from meter readings taken from theequipment under contract, and usage credits may be given for technicians testing the equipment and other reasons.

Enter USCOFunctionsService

There are operator security checks for changing meter and ratedefinitions and editing meter readings. For each operator who is settingup or amending service meters, use the operator control, servicefunction and set the appropriate flags. The meter rate flags must be setto Y for the operator to be able to complete the tasks described below.

VSSSA Define meter adjustment type codes for technician service andcomplimentary usage. Set the adjustment signs to minus, as these areto be credited by subtracting from the total usage.

Read There are two main types of meters. Input meters have their readingsrecorded, whilst virtual meters have their readings calculated from thereadings on the input meters. Input meters may be classified as totalmeters, to signify that they are only for use in calculations, not for billingdirectly.

An example of virtual meter use is for colour photocopiers, where therecould be two input meters. One counts the number of black and whitecopies and the other counts the total copies. The customer is chargedfor colour copies at a different rate to black and white, so a virtual meter would be defined for colour, calculated by subtracting the black andwhite copies from the total copies. In Masterpack, a virtual meter calculation must include one total meter and one or more billing meters.

Enter VSCRMT Define a normal input meter by entering a code and description for aprint counter, and set the total meter field to N. Leave the input meter section blank as this only applies when defining virtual meters.

VSCRMR Meter reading reasons are used to provide information when reviewingthe meter history for the service equipment. Enter codes for scheduledreadings and for readings taken during service calls.

2.8 SERVICE COMPANY TAKE-ON

Read After defining the service company control record, it is possible tofinalise the take-on process. If you are implementing a company thathas existing service contracts which are to be taken-on, this must onlybe done after the contract details have been entered and verified.

It is not practical to take on service call work in progress balances intothe general ledger.

Enter VSF Finalise the service contract take-on. This checks the contracts alreadydefined for any invalid data, and reports any errors for correction. Itupdates the take-on flag for service in company control, preventing theservice period from being maintained manually.

JSTF Finalise the project costing take-on. This loads any take-on dataentered for projects in process. It updates the take-on flag for projects in

company control, preventing the project period from being maintainedmanually.



19/33

2.9 SERVICE ANALYSIS AND MONITOR SET UP

Read There are some set ups required for the analysis and monitor functions.

Enter VSAV The Company Setup and Volumes screen contains estimates of servicetransaction and data volumes. One function of the service periodicfunctions is to populate history and analysis files. The files must be setappropriately for the expected data volumes, for performance reasons.

When a new analysis file is created, its sizing requirements areestimated from the transaction volumes defined on this screen. Theseshould be reviewed whenever a new analysis file is to be defined.Inappropriate setting will affect the time taken for the end of day and endof period utilities.

Enter some reasonable values.

Enter VSMC The Continuous Display Control screen enables the systemadministrator to adjust the call monitor display parameters to balance therequirements of adequate monitor response against the overall systemperformance.

Enter minimum values for these if the system performance is not aproblem.

VSMM The Call Monitor Control screen is used to determine which calls aredisplayed by the call monitor, for individual Masterpack users. This canrestrict the display by priority, department, etc. For example, a servicemanager may only be interested in high priority or escalated calls, whilsta service engineer may only need to see their own and unallocated calls.

Accept the defaults for your operator code. These will display all calls.

s s s s



20/33

3 CASE STUDIES

3.0 OBJECTIVES

Action Path Description

Read After completing the case study section the service module will be readyto be used for further investigation of the Masterpack Service modulefunctionality.

In this section we define the information required to add new items andcustomers. We then process service calls, invoice service contracts,and set up and use service analysis.

3.1 DEFINE A SERVICEABLE ITEMRead For an item to be available for recording as service equipment, it must

be serialised. This enables Masterpack to distinguish the individualexamples of the same item code, so that it can identify whether they arecovered by service contracts and for recording their locations andcomponents.

Pricing information must be defined for service contracts.

Enter IMM Define the inventory master data for the following items:

computer monitor

keyboard

base unit

hard disk

laser printer

For each of these, enter data on the appropriate master screens.

IMMFunctionsSerial / B

On the serial / batch screen, enter S to identify the item as beingserialised in service. This allows you to define serial numbers, otherwiseMasterpack generates them during service call logging.

IMMFunctionsGeneral

On the general screen, you may set the item as being repairable. This isused in the sales return process. If you wish to use the service interfaceto the returns function, the item should be serialised for sales.


SECTION 3


21/33

IMMFunctionsGeneralService

The service screen must be completed for all serviceable items. Themodel number can be useful for grouping items for service lookups, andthe service category is required for logging the service calls. Models canonly be entered if the service inventory type is set for this to bemandatory. If required, you can change an existing type or define a new

one using the inventory module, set up, reference file maintenancescreen. The virtual meter flag should be set to N unless the item hasmultiple usage counting meters with calculated readings, as describedearlier.

The warranty and service flags, in the contract defaults, determinewhether or not the item can be placed on these types of contracts. For example, warranty could apply to all serviceable parts, but servicecontracts may only be available for top-level assemblies. The contractdefaults are used during sales order entry and despatch for automatically creating service contracts for items sold.

The multi call setting often depends on the type of service available for the item. For example, if the company offers telephone support for queries, it is possible that a PC could have several calls open at thesame time. If the company offers return to base service only, then nomore than one call could be open for an individual piece of equipment.

The machine class indicates whether standard or weighted responsetimes apply for this equipment.

An item may be defined as being service labour hours. When this isrecorded on a sales order, the despatch automatically creates a servicecall for installing the equipment delivered. The call and fault details for these items may be defined here. Set these to N.

IMMFunctionsGeneralServiceMeters

The meters screen should only be completed for items that have metersfitted as standard. This defines the default meter configuration for theindividual pieces of equipment. Enter this for the laser printer, choosingthe copy count meter. Set the billing flag to Y. The meter rates screen isdisplayed for this meter on the item. Leave the customer, contract andserial number fields blank as this is the default charge for the item. Setappropriate thresholds and charges. This screen is also available fromthe service contract maintenance menu.

The overage flag applies when there are different charge bandsdepending on the meter readings. Set this to Y if the rate at themaximum threshold for the meter reading is multiplied by the totalusage. Set it to N if the rate at each threshold is multiplied by the usagein each threshold. For example, if the first hundred are free and the restare charged, the overage flag would have to be set to N. A setting of Ywould charge for everything unless the usage was below one hundred.

Saving the meter rates for the item returns to the meter screen. Set thenumber of digits on the meter, so that the software handles the meter rolling over to zero. Leave the estimates and tolerances blank.



22/33

VSCRRI Define annual service rates for the items, for each combination of contract type and standard. Use the service zone defined for thebranch. This should apply to all customers from the start of the currentcalendar year. Leave the currency code at the default for base currencyinvoicing.

The rates menu also offers bulk price update screens for applyingpercentage or amount changes to existing contract prices.

3.2 DEFINE A SERVICE COMPONENT

Read Masterpack Service accounts for parts consumed whilst processing aservice call. These items are removed from service inventory andcontribute to the cost of the call. They are charged to the customer asmaterials used. In this section, we will define some components thatcould be used on service calls for the equipment, and create their stock.

The prices charged for parts used are their standard sales prices.

These will be list or formula based, depending on the company controlsetting for pricing. If you wish the sales prices to be different to theservice prices, you can use formula pricing and define separate pricesfor the service warehouse.

Enter IMM Define the inventory master data for the following items:

mains lead

cleaning kit

power supply

For each of these, enter data on the appropriate master screens. Thereis no requirement to enter any service data for these items.

SMPLLE or SMPFMQ

Define sales prices, using your companys pricing method, for the threeservice components.

ITAQ Use the inventory adjustment screen to count some stock of thesecomponents into the service inventory warehouse. You will have to setyour active warehouse to the service stock warehouse if you have notpreviously done this.

3.3 DEFINE A CUSTOMER SITE

Read There are no special set ups required for defining customers as servicecustomers. Their service branch and time zone information can often bederived from their addresses using postal codes, states or country.

If the service branch or state cannot be determined automatically, theyhave to be defined for each customer location or site.

Enter RMM Define customer information for two customers who have items servicedby the organisation.

RMMAccounts

Ensure that the service interface code is not used for these customers.This code must only be used for the service systems internal customers.



23/33

RMMFunctionsPriority/Rate

Check the Priority/Rate screen. You can enter priority data here whichwill override the priority defaults held on the service company controlrecord.

RMMFunctionsPriority/RateOverride r

The special labour rates screen can be used if the company standardrates do not apply to this customer for some activities.

VMT The service site master is very useful for customers who haveequipment installed at a number of locations, or for entering end user information for equipment that may be leased from an agent. If youcannot use postal code information to derive the service branch for thecustomer, you must define sites to specify this instead.

Also, if the customer is located in a country that does not have any statelookup functionality on the address, you must define a site. Thisenables you to enter the state for their location, which is required for the

time difference calculations.Enter site and contact information for the customers defined above.Enter the appropriate state and service branch values.

3.4 DEFINE EQUIPMENT AND SERVICE ASSEMBLIES

Read Service equipment information is stored with its location details. Thecombination of item code and serial number provide a unique referencefor the equipment within the Masterpack company. Serial numbers maybe duplicated provided that the item codes are different.

Sales order entry and despatch can define this information

automatically, using defaults from the item and customer data.There are many service applications that require the company to recordinformation about equipment installed in, or associated with, other itemsof equipment. This is similar to the concept of the inventory bill of materials, but extended to include serial numbers. Masterpack canrecord multiple levels of assemblies and their components, and thestructure can be unique for an individual item of equipment. Thisstructure information is entirely optional and can be ignored if it isntuseful.

Enter VMIL Define equipment location information for a monitor, keyboard, baseunit, hard disk and laser printer at each of the two customer sitesentered earlier. The customer reference can be used for servicelookups. Ensure that the state, service branch and priorities areentered.

VMCM In order to be able to record meter readings for a piece of equipment, itsmeter configuration must be defined. Use the contract meters screen toapply the item default meter types to the individual laser printers definedabove. It is possible to use this screen to record any extra or changedmeters fitted to a piece of equipment.

This screen is also available as a function from the service item locationscreen.



24/33

Read VMILFunctionsContacts

You can define contact information for a piece of equipment. This couldbe useful if you are not using customer sites or do not have many piecesof equipment under support at a location.

The named contact can be used in the service lookup to find the item of equipment. The numbered contacts are recorded for the customer master, so can only be used for customer lookups.

Read Recording the structure of service equipment:

The ability to record multiple levels of structure requires some cautionwhen setting up to avoid making the maintenance too complicated. Itsmain use is to reduce data entry when moving an assembly to a newlocation by moving all of its components automatically. It can also beused for large or complex assemblies to assist the service engineer inlocating components due for replacement.

The easiest route through setting up these service equipment structures,

manually, is to start at the top and work down, completing each levelbefore moving on to the next. The commands are quite capable of handling data entry in both directions and defining segments of thestructure independently, but this could be confusing.

The information regarding the structure of parents and componentsserial numbers may be available electronically, through bar-code readersor from external systems, either at the time of data take on or atequipment configuration or despatch. This would be the preferredmethod of data entry for most applications, and it is not difficult toautomate the process through customisation to match the companysrequirements.

Enter VMIAS Using the sub-assemblies screen, enter the item code and serial number for the base unit defined above. This is the top level of the structure, soleave the installed on fields blank.

The assembly slot is a code for a function or location to distinguishdifferent branches of the equipment structure, if required. For example,a computer system could have one slot defined for components that theuser can replace, and another for those that require an engineer toreplace. If the assembly slot distinction is not useful, just define a singleslot for the components.

VMIAS

Drill-down

From the assembly slot field, the drill-down function accesses the

component screen. This allows you to define the item codes and serialnumbers for all of the components of the parent item, in this assemblyslot. This screen is also available from the assembly maintenancemenu. Enter the item code and serial number for the hard disk definedabove. You can also enter a description for this component, if required.For example, you could distinguish the system disk from a data disk on acomputer system, even though they both might have the same itemcode.



25/33

Read If there is any difference between the location data for the componentand that of its parent, you will be prompted for the action to be taken.The choices are to back out, continue regardless, change the location of the component, or change the component and all of the componentsbelow it in the tree. This last option enables a complete structure to be

moved to a new customer location, automatically.The options to continue or to change only this component can lead todifferent addresses or even customers within the structure. There is anassembly report which can print the structure for an item of equipment,and this has an exception option for revealing components with locationinformation which differ from their assemblies.

Read VMIASDrill-downDrill Down

The drill down from the component item lines accesses the sub-assembly screen again, but for the component instead of its parent.This enables the entire multiple level structure to be defined withoutleaving the command.

Read VMIASParent-As

When the full structure has been saved, it becomes possible to maintainit from the bottom upwards, using the parent assemblies function fromthe sub-assembly screens. This accesses the sub-assembly screenagain, but for the parent instead of the sub-assembly. Again, as yousave each screen, you are returned to the previous one for definingother parts of the structure.

Read VMIASCopy

The copy function duplicates the assembly slot information from anexisting item of equipment to a new one being defined. It cannotduplicate the components because their serial numbers would not beavailable, so it wont replicate a multiple level structure.

3.5 PROCESS A BASIC SERVICE CALLRead The service module can process service calls for any piece of

equipment, regardless of whether or not a contract has been defined.The only requirement is that the equipment has been defined with itslocation details.

In this section you will log and close a basic service call. This procedurewould only apply if there are no charges involved, and no requirementsto account for costs. For example, the service company may offer freetelephone support and have no need to analyse the costs of providing it.



26/33

Enter VTL Leave the call number as new, and enter one of the customer numbersdefined earlier. Depending on a service company control setting, youmay be presented with a list of the equipment belonging to the customer.If not you can use the general service lookup to find the available itemsfor the customer. Select the base unit.

A billing method screen is displayed. This can show whether the item iscovered by a service contract, or needs a purchase order or letter of authority to guarantee payment. Enter Y in the letter of authority field.

Enter the site and contact. If these are different to those recorded onthe items location, you will be prompted to update the equipment whenyou save the call.

Enter the call information for a simple enquiry and save. A screendisplays the call number.

Read There are two distinct stages in processing even the simplest service

call:The logging stage records the problem as interpreted by the customer,and results in the operator being able to tell them the call number. Manycompanies have administrators for this task.

The next stage records the progress towards call resolution, and iscalled docket entry. This stage is likely to be done by a more skilledperson.

It is not possible to raise and close a call from the same screen, whichcould be seen as a disadvantage when companies have the samepeople doing both tasks. In fact, the two stages can be linked very

closely as illustrated in this example, and a minor customisation couldallow docket processing from within the call screen, after the new callhas been saved.

Enter VTK The docket entry screen displays the call number just entered, so acceptthis and leave the docket number as new. There is a warning if the callhas not been despatched, but we can ignore this. Enter somecomments, leave the fault code as reported and look up the valid causeand action codes.

Set the docket completed flag to Y and save the parts and labour screens without data entry, if they are displayed.

Set the call completed flag to Y and complete the remaining fields, thensave.



27/33

Read The call has now been closed, and it does not require any further inputfrom the people handling the customer calls. It does, however, need tobe processed by the invoicing mechanism, regardless of whether anycharges are involved. This completes the job costing postings and flagsthe call as being ready for input to service analysis. The invoicing

process is shown here for a single call, but would normally be runperiodically for all calls meeting the selection criteria.

The charges that apply to calls may be determined by information heldon the call (fixed or capped prices) or on the dockets (time, materialsand call-out charges). Invoicing can only be done on closed dockets,and a service company control setting determines whether or not the callhas to be closed as well for its dockets to be invoiced.

Enter VTIS The selections on the dockets to invoice screen include currency code,service branch and docket date. You can leave these blank for norestrictions. This would be the normal method of operation, for periodiccreation of invoices.

Enter the number of the call closed above and note the run number generated.

VTIU The selections on the update invoice screen are for run number andservice branch. These can be left blank, but you should specify the runnumber generated above. The date entered will be used on theinvoices. An audit trail is printed, showing the details of the invoicescreated.

3.6 SELL A SERVICE CONTRACT

Read A service contract is an agreement to provide cover for specifiedserviceable items belonging to an identified customer. We defined somecontract information in the set up sections, and defined their pricing in anearlier case study. In this section, we sell a contract and invoice it.

Enter VMCC Define a new contract for one of the customers defined earlier. Leavethe bill-to and cons code fields blank.

VMCCItems

Use the equipment on contract screen to enter the item code and serialnumber for the base unit at the customer site. When you save thisinformation, the contract item details are shown and you can overridethe dates for which the item is covered. Save the information.

VMCC Save the contract. Provided that the service take on has been finalised,and you are invoicing in advance, you will be asked whether to invoicethe contract now. Say yes, and confirm the invoice details. The invoicetransaction is written to the customers account immediately.

VPIP Print the invoice from the renewals printing screen. The format wouldnormally be customised to suit the companys requirements.

REA Use the accounts receivable account enquiry to check the customerstransactions. You should find the service contract invoice transaction,and be able to access the full invoice and transaction details from thisscreen.

These details can also be accessed from the invoice history screen,from the contract enquiry or maintenance.



28/33

Read The service contract maintenance functionality enables you to add itemsto an existing contract. The new item will be covered from its startingdate and the price of the contract will be revised by factoring the itemsannual rate by the proportion of the year for which it will be covered.

You can also take items off the service contract by changing their endingdates. This will generate a credit note for any portion of the previouscoverage already invoiced but no longer covered.

Changes that result in an increase or decrease in the invoiced amountfor the contract can generate a new invoice or credit note automatically.

Read VMCF Future amendments are used to make changes to existing contracts totake effect at renewal time. These amendments will not result in invoiceor credit note generation as they can only affect the value of the nextrenewal.

This functionality can also be accessed from the amendments screen,

from the contract maintenance.Read VPB If you need to make changes that apply to a number of contracts for a

customer, the bulk update functionality can be used to streamline thetask. This can change several features of the contracts, to becomeeffective on a specified date or at renewal time.

Normal price changes should be entered, with their effective dates, onthe contract rates screens as described earlier. These will be used atcontract renewal time, without any need for specifying the amendment,on all contract items that do not specify an override price.

Read VMCQQ You can create quotes for new contracts. These can be converted later,or deleted if lost. The reason codes for lost quotes are the same as for lost contracts.

Read VPIC There is functionality for automatic contract renewal. This will select thecontracts due for invoice printing and prepare the invoices. These canbe reviewed and any incorrect ones can be deleted from the run.Finalising the run updates the accounts receivable, and the invoices canthen be printed as described above.

3.7 DESPATCH AN ENGINEER TO A CONTRACT SERVICE CALL

Read The service module will manage the diaries of the engineers, todetermine individuals availability and suggest appointments for fieldservice visits. It can account for travel time between locations andestimate problem resolution time based on the fault and the engineersskills.

In an earlier case study, we closed a call without despatching anengineer, and with minimal data entry. It is also possible to have callswhich require several engineers to be despatched. In this example, wewill despatch a single engineer and close the call, with full data entry.

Enter VTL Log a call for the customer used in the contract case study above. Usethe contract number to retrieve the equipment information. Thecustomer has reported a power supply problem, and requires anengineer to install a replacement on site.



29/33


30/33


31/33

VTOMR Enter the first monthly reading for the printer. Enter the serial number of the laser printer and accept the NEW reading number. Enter the lastday of the previous month as the date. Select customer read type andenter the contact name of the person providing the reading. You canalso enter a reference. The reading entry screen is displayed, showing

the previous readings and an estimate based on previous usage or estimated usage on the contract meters screen. Enter the customersmeter reading, and any adjustments to the usage value, the screenshows the gross and net usage. Save the reading screens.

It is possible to validate the readings by assigning a tolerance to theestimate and disallowing data entry outside the tolerance.

The adjustment may exceed the gross usage, for example if thecustomer has been given some free usage for goodwill. In this case, thenet usage is set to zero and the excess is carried over to the next meter reading.

The meter reading screens are also available from a function in servicecall entry or from the labour screen of docket entry. These allowtechnicians to update meter readings and record any non-chargeableusage as adjustments. The readings will only be used for invoicing if they fall within the read window period, as defined on the contract,around the next reading date.

VPICC We can now invoice the customer for the usage and the advancemonthly charge. The first step is to create the work file. Include directdeposits and other customers, and set the effective and invoice dates tothe first day of the current month. On saving and confirming, theinvoicing process is started.

VPICR Use the invoice review screen to verify the details for the laser printer contract. This should show the charges for the month and the usage.

VPICF Generate the invoices by finalising the renewals.

VPIP Print the invoice.

3.9 DEFINE SERVICE ANALYSIS FILES

Read The analysis functionality within the Masterpack service module isextremely flexible and powerful. There are two types of data that can beanalysed; statistical which shows times between failures and labour

hours, and financial which shows service revenues, costs and margins.The statistical data can also show parts usage as recorded on dockets.

In this section, we will design and populate two analysis files.

Read We need to have a reasonable amount of data to demonstrate theabilities of the service analysis options. You should enter and completea number of calls for equipment not covered by service contracts,recording and invoicing their parts and labour usage. Then create andinvoice service contracts for the items and raise and complete somemore calls.

Twenty closed and invoiced calls would be a good number!



32/33


33/33

VEAFinancialDetail

The detail screen shows you the breakdown for the selected period for the first key selection. The down level option allows you to select onekey value and drill down to the next key selection. If you have chosen torecord the source information, you can continue down to contracts andservice calls for the cost and revenue data.

Use the exit option to return to the period display, then escape.

VEA Now use the file defined for statistical analysis.

VEAStatistical

The first screen shows the data selected by period. Select the detailoption. Drill down to the item level.

VEAStatisticalDetailDown.Level

The details show average days between failures for the equipmentincluded in the statistics, average labour recorded on dockets, and totallabour. If you have chosen to record the source information, you cancontinue down to the service calls for the faults.

The parts screens show the numbers of calls using the part, the totalnumber of parts used, and their average and total costs. The drill downcan continue to the dockets recording the parts usage, if the file isdefined for this.

Read We need to have a reasonable amount of data to demonstrate theabilities of the service call monitor. You should enter a number of callsfor the equipment, and leave them open with various status settings.Calls should be left unallocated, allocated, despatched or interrupted.Use the call escalate function to change some priorities too.

Twenty open calls would be a good number!

Enter VESM The service call monitor is a text screen, showing details of open calls, inorder of priority. The person using this screen can look up call anddocket information using the function keys. The call priorities determinethe text and background colours, and their status defines whether itsdescription blinks. These are described in the set up section earlier.

VESMSet Selec

There are many selections that can be applied to determine which callsare shown on the monitor. These were defined in the set up sectionearlier, but the operator can change them using this function.

s s s s

MP7 Service

Documents

Transcript of MP7 Service