ServiceSupportRMADepotRepair DG v2011ee

8/13/2019 ServiceSupportRMADepotRepair DG v2011ee

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QADDemoScript Confidential Page2

BenefitsIfyouacceptreturnsorofferrepairserviceforyourproducts,youneedtobeabletocarefullytrackthis

processfromissuingacustomeranRMAnumbertotrackingreturneditemsastheyareprocessed

throughinspection,repaired,andreturnedtoyourcustomer.

Tightcontrolovertheinventoryandtheprocessensuresthatyourcustomerswillreceivethehighest

possiblelevel

of

service,

while

enabling

you

to

keep

aclose

watch

over

cost

and

profitability

of

these

serviceactivities.

MoreefficientRMAandRepairDepotprocesseswillhelpyouprovideamorestreamlinedcustomer

serviceprocess,increasingcustomerserviceandcreatinglongtermprofitablerelationshipswith

satisfiedcustomerswhoareloyaltoyourcompanyandbrand.

Benefits

More control over repair process Better customer service

Decreased cost

Increased profitability

KeyPoints

AberdeenConsulting(2007report) BenefitsofIntegratedSolutionwithin2years

o 14.7%bettercustomerretention(betterserviceincreasescustomerloyalty)o 17.2%lowercosto 17.5%higherprofitsfromserviceo 14.2%ofoverallrevenuecamefromservice(servicetransformedfromacosttoaprofit

centerandsourceofcompetitiveadvantage)

Inthissamestudy,Aberdeenfoundthatbestinclassorganizationsderived:o 28%TotalRevenuederivedfromPostSaleServiceo 38%TotalProfitsderivedfromPostSaleServiceo 83%CustomerRetentionRateo 56%CustomersCoveredbyServiceAgreements

OperationalExcellencetransformsServicefromaCosttoCompetitiveAdvantage


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FunctionalityQADsServiceSupportManagement(SSM)helpsyoumanagetheRMAandDepotRepairprocess.

UsingSSMyoucanoffercustomersRMAnumbers,trackreturneditemsthroughincominginspection,

shipreplacementpartsorgeneratecreditinvoices.Ifyouhavearepairdepot,SSMhelpsyoutrackthe

itemsthoughtherepairprocess,manageexpenses,trackingshipmentsandupdatingcustomerinstalled

basehistory.

YourRMAandDepotRepairfunctionsaretightlyintegratedwithallyourothercustomerservices

processes.Therearenospecialprocessesandnoduplicateinformation.Product,customer,and

installedbaseinformationisalwayscurrent,withcompletevisibilityintoorders,invoices,creditandcall

history.Shippingandinvoicingisdoneusingthesamefunctionalityasusedfortheinitialsale,withall

thesametrackingandaccountingprocesses.

MoreefficientRMAandDepotRepairorderprocesseswillnotonlyspeedupcustomerresponseand

reduceerrors;youwillcutcostsandincreaseservicerevenueswhileprovidingbettercustomerservice.

3

Functionality

QAD Enterprise Applications

QAD Service & Support Management

Sales OrderShipment

Forecast

ProductManufactured

InstalledBase

Warranty

Service PartsForecast

ServiceContracts

Service Call

Parts & Labor

Invoicing

Planning

Sales Order

Reports

KeyPoints

ManagesRMAs Tracksreturns,repairs,replacements,expenses Updatesinstalledbasehistory Tightlyintegratedwithinstalledbase,shipping,invoicing Nospecialprocedures


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FunctionalDemonstrationRMAs/DepotRepairsLetslookathowtheRMA/DepotRepairprocesswillworkwhenyouuseQADstartingwithtakinga

customercallandissuinganRMA,totrackingareturnedproductthroughtherepairandreplacement

process showinghowQADsrolebasedapproachwillmakeyoumoreproductivewhileprovidinga

higherlevelofcustomerservice.

4

Functional Demonstration Summary

Process customer return

- Record call

- Create Return Material Authorization (RMA)

Manage depot repair

- Record call

-

Create Depot Repair Order- Ship replac ement item

- Receive returned item

- Track cost

- Generate invoice

KeyPoints IssueRMA TrackDepotRepairorder Increaseproductivity Increasecustomerservice Standardinvoicingprocedures


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CustomerSupportCenterLetsbeginbylookingathowacustomersupportrepresentativewilluseQAD. Mostactivitieswillbegin

here. Fromthisonescreenyouhavetotalvisibilityintoalltheinformationyouneedtoanswer

questionsfromendusersorlookupinformationabouttheproductstheyhave. Nomoreputtinga

customeronholdwhileyougosearchingaroundforinformationitsallrighthere!

Demo1. SwitchfromthePresentationtoyourSSMscreenview.2. InFavorites,selectCustomerSupportCenter

3. ClickeachtabKeyPoints

CustomerSupportCenterusedbyCSRs,optionallysetupasAutoStart Includes3collectionstoincreaseCSRefficiencyandprovidehigherlevelofservice

o Customerscustomerinformation;open&closedcalls;contractinformation;historyo InstalledBaseallproductsincludinglot/serialnumbers,withalltransactiondetailso Callscalldetails,materialorders,laborandpartslists

Actionbuttonsthatchangedependingontheselectiono ContracttabRenewContractbuttono InstalledBasetabMovebutton

Rightclickanyitemforoneclickaccesstorelatedfunctions


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CallMaintenanceMostserviceactivitiesbeginwithacustomercall.Youcanusethisscreentoquicklylookupinformation

aboutthecustomerandtheproducttheywanttoreturn.

Letsstartwithasimpleexampleacustomerwhowantstoreturnanitemforrefundorcredit.This

mayormaynotbesubjecttoarestockingfeeoffsettingyourcostsofincominginspection,sterilization

andrepackaging.

LetstakeacallfromCarlosAlvarezofPacificHealthCareSystems.Theypurchasedanultrasoundand

wanttoreturnit. Hereitisintheirinstalledbaseitem01020withserialnumber0102001011.

Firstyouwouldlikelycheckthewarranty. Ithasexpired,butdependingonyourcompanypolicy,you

maystillacceptthereturnbutchargethemarestockingfee. Ifthereisafee,youcangettheir

agreementbeforecontinuing.

Thenyouwillgoaheadandrecordthecall. Noticethatyouputinaworkcodethatwilldirectthe

incomingitemtobeinspectedbeforeyouputitbackintostock.

Demo1. Highlightcustomer10C1003A2. ClickInstalledBaseBrowsetab

3. RightclickSerial0102001011,selectCallMaintenance


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4. RightclickCallMaintenancetab,selectDetach

5. ClickNext5timestoacceptalldefaults6. EnterWorkCode3002(Inspect)


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7. EnterCallItemDescriptionCustomerreturneditem12%restockingfeeaccepted,CallTypeRETURN

8. UncheckSchedule

9. ClickNexttoacceptalldefaultsNoteCallID

10.ClickBack4timesKeyPoints

SingleclickaccesstorelatedfunctionsfromwithinCustomerSupportCenter RMAs returnsforrefundorcredit,withnorepairorreplacement Usuallythereisincominginspection&repackagingcosts(notbillabletocustomer) Restockingchargesmayormaynotapply;billabletocustomer Canrecordfailurecodesforanalysis


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RMAProcessMapThefirststepwastorecordthefactthatCarloscalled. Then,dependingonthetypeofcall,your

customersupportrepresentativecanuseaprocessmaptoguidethemstepbystepthroughtheprocess.

Theseareespeciallyusefulforneworinfrequentusers,eliminatingerrorsandsimplifyingtraining.

AsyoucanseehereSSMhelpsyoumanagetheentireRMAprocess;ensuringreturneditemsarenot

lost,expenses

are

recorded,

and

invoices

generated

the

result,

better

control

over

returned

inventory,

bettervisibilityofcost,andmoreefficientinvoicing.

Demo1. OntheProcessesmap,clickPostSalesService2. ClickCallManagement

3.ClickManageCalls(RMARequired)


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KeyPoints Useprocessmapsasastepbystepguide

o Supportsinfrequentornewuserso Simplifiestrainingo Minimizeserrors

ManageentireRMAprocesso Manageinventoryo Trackcostso Generateinvoices


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ReturnMaterialAuthorization(RMA)InthiscaseyouwanttoopenupanRMA.ThecustomerwillusethisRMAnumberontheirpackinglist,

ensuringyourreceiverwillknowwhattodowiththeitemwhenitarrives.

Youcanspecifylocationsbothwherethepartscomeinto(likelyyourdepot)andwherereplacements

(ifany)aretobeshippedfrom.

Youcanalsolauncharepairworkorder ProcessingcodeWspecifiesyouwanttogeneratearepair

orderforrecordingtheinspection,sterilizationandrepackagingtimemakingsurethatyoudoa

thoroughinspectionofthereturneditembeforeitgetsputbackintostock. Ifithasbeenusedor

damaged,youwillbeabletotrackthecustomerandgenerateaninvoiceifapplicable.

Demo1. Onmap,clickCreateRMA(orselect11.7.11)2. EnterOrderRMADemo,CallID

v

3. EnterSoldTo10C1003,BillTo10C1003,EndUser10C1003A

4. Enter Shipto10C1003A5. ClickYes


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6. ClickNext2times7. UncheckCalculateFreight

8. InAdditionalRMADetails,enterIssueSite10100,IssueLocation160(CustomerSpares),Receive

Site

10

100,

Receive

Location

150

(Service

Returns),

Service

Type

STD,

Credit

Price

List

CR10100

9. InRMAIssue,clickBacktwotimes10. InRMAReceipt,EnterLn1,ItemNumber01020,Site10100,ReturnQty1


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11.ClickNext4times12. InLineDetails,enterLot/Serial0102001011

13.ClickNext14. InRMAReceiptLine,enterQtytoReceive1,ProcessingW15.CheckUpdateInstalledBase

16.ClickNext17.ClickBack18.ClickYes19.ClickBack2times(orinscreennavigation,clickTrailer)


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20.ClickNext2timesNote:creditamount

KeyPoints RMArecordsbothreceiptandissue Optionallychargefreightorothercosts Generatescreditforitem,lessrestockingfee

o RestockingFeeshowsasaDiscount%o TrailernotesthisisaCredit

Processing=Windicatesaworkordershouldbecreatedo Tracksandrecordsinspection/repackagingtimeassociatedwithreturno WorkOrderiscreatedwhenyourunRMAReleasetoWorkOrder

Simpleinspection/restockdontneedtoopenaworkorder


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RMAReceiptIfCarloshadbroughttheiteminpersonally,youcanreceivethereturneditemrighthereintheRMA.

Andyoucangenerateacreditinvoiceforthecostoftheitem,lessthe12%restockingfee(seehowit

saysCreditonthetrailerscreen?).Youcanprintthisnow,orjustleaveittobeprintedthenexttime

accountingprintsandpostspendinginvoices.

Automatingthis

process

ensures

invoices

are

generated,

inventory

is

tracked,

and

all

costs

are

recorded.

Demo21.ClickYes

22.ClickBack23.CheckShip/ReceiveRMALines

24.ClickNextKeyPoints

Ship/ReceivefromwithintheRMA,orseparatefunction UpdateInstalledBaseautomaticallyoccurswhenyouposttheinvoice Standardinvoicingprocesses


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DepotRepairOrderProcessMapLetstakeadifferentexamplethistimeforanitemthatneedstoberepairedatyourRepairDepot

whereyoureceivereturneditems,fixthemandsendthecustomertherepaireditem.Youmaysenda

replacementbeforeyoureceivethereturnespeciallyimportantformissioncriticalitems. SSM

ensuresyoudontlosetheitemtrackingthereturneditemthroughreceipt,repairandrestockinginto

refurbishedinventorywhileensuringcustomersareappropriatelyinvoicedforrepaircosts.

Demo1. InProcessesmap,clickCallManagement2. ClickManageCalls(DepotRepair)

KeyPoints Repairitemwillberepairedandreturnedtocustomer;fixedpriceortime&material Replacereplacementitemwillbesentout,repaireditemwillgointostock


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CustomerSupportCenterTakeacallfromanothercustomer,MediLogic.Theyhaveanultrasoundunitthathasfailedandneedsto

bereplacedimmediately.Sincetheyhaveseveralofyouritemsintheirinstalledbase,youneedtobegin

byidentifyingwhichitemthecustomeriscallingabout.

UsingtheCustomerSupportCenter,youhaveeverythingyouneedrightatyourfingertips.Herestheir

InstalledBase

information

with

alist

of

every

item

and

serial

number

at

their

facility.

Demo1. ClickCustomerSupportCentertab2. HighlightEndUser10C1001A

3. ClickInstalledBaseBrowsetab4. Highlightserial01020011110

KeyPoints Installedbasekeptuptodatebysalesandserviceactivities


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CallMaintenanceGoaheadandrecordacall,usingtheworkcodetoidentifythatthisasadepotrepaircall. Thecustomer

mentionedtheproblemseemedtobeelectrical,soyouwillnotethatProblem/Skillcodeonthecallso

thattherightengineerinyourrepairdepotgetsassignedtothejob.

Demo1. RightclickSerial01020011110,SelectCallMaintenance

2. RightclickCallMaintenancetab,SelectDetach

3. ClickNext5times4. EnterWorkCode4002(DepotRepair)


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5. EnterDescriptionMachinedown,needreplacementimmediately,SeverityA,TypeRepair,Problem/Skill

ELEC

6. UncheckSchedule

7. ClickNextNoteCallID

8. ClickBack4timesKeyPoints

WorkCode4002(DEPOT)indicatesarepair/replacement(otherwiseitwouldbetreatedasaregularcall)


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4. ClickNext3times5. EnterLine1RepairTypeREPLACE

6. ClickNext7. CheckReceive

8. ClickNext2times9. InItemReceipt,enterLot/Serial01020011110,Location180(servicerepair)

10. InItemReceipt/Shipment,clickBackKeyPoints

DepotOrderlookslikeSalesOrder DepotOrderNumbermustequalCallID SpecifyREPAIRorREPLACE

o Repairitemwillberepairedandreturnedtocustomero Replacereplacementitemwillbesentout,repaireditemwillgointostock

Optiontocalculateandchargefreight Sophisticatedpricelistscontractorcustomerspecific ClickReceivetorecordreceiptoffailedproduct

o CreatesNonInventoryMemotransaction,NoGLaffecto QuantityOnHanddoesnotchangeuntilyoufixtheitemanddoaDepotItemRestock


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ItemReplacementWhenyouspecifytheitemistobereplaced,itautomaticallygeneratesasecondlineitemontheorder,

onefortheitemtobereceivedbackandoneforthereplacement. Thereisalsoamaterialorderplaced

inthebackgroundtopullthereplacementitemoutofinventory.

Replacementitemscanbesentoutimmediatelyoronlyaftertheitemtoberepairedhasbeenreceived.

Demo11. InItemSelection,enterLn2,Item01020,Lot/Serial0102099754

12. InItemRepairdata,enterEstCost0

13.ClickNext2times

14.ClickBack2times15.ClickNext16.EnterShipViaFedex


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KeyPoints Repairwillhaveonlyonelineitem Replacegeneratesasecondlineitemforthereplacement Billableornonbillable Depotorderreceipt/shipactasmemoitems Materialordergeneratedtopullreplacementproductfrominventory Shipmentandinvoiceprocessedlikeanyotherorder

o UseSalesOrderShipmenttoshipreplacementitem


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DepotOrderCollectionIfyouareworkingintheRepairDepot,hereswhatyouwillsee. Youwilllikelyspendmostofyourday

workinginthisscreentheDepotOrderCollection.Likeothercollections,thisisagroupofrelated

browses,reportsandfunctionsthatworktogethertocompleteaspecifictaskorprocess.

Fortherepairdepot,thismeansalistofallthedepotordersalongwithinformationaboutpartsand

materials.You

can

see

the

material

orders,

if

any,

created

for

the

depot

order.

These

are

generated

automaticallywheneverthereisaReplacementitemtobeshipped,andmayincludeorderlinesfor

partsthatmaybeneededforthisrepair.

Righthere,notonlycanyouseethecompletepartslistandmaterialordersforthedepotrepairorder;

youcanalsomodifythepartslist;andreportpartsandlaborusedintherepairprocess.

Thisrolebasedapproachsimplifiesyourjobbyputtingeverythingyouneedinoneplace,makingyou

moreefficientandeliminatingerrors.

Youcansimplyandeasilytracktherepairprocess,allthewayfromtheinitialcustomercalltothefinal

dispositionof

the

product.

When

done,

you

will

receive

the

repaired

item

into

arotable

(or

refurbished)

location.

Demo1. InFavorites,selectDepotOrderCollection2. Clickeachtab

KeyPoints LookatDepotOrdersfromperspectiveofrepairdepotmanager=Rolebasedapproach DepotOrderCollectionincludesPartsLists,MaterialOrders

o Everythinginoneplace;Increasedproductivityandlevelofservice Partslist

o SetupStandardBOMsforRepairso Addadditionalitems,optionallywithamaterialorder


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MaterialOrderReplacementpartsarepulledfrominventoryusingastandardmaterialorder.Thisensuresthatall

inventoriesarecarefullytrackedandmanaged;maintaininguptodateinventorybalancesandcreating

allappropriatecosttransfers.

Demo1. ClickMaterialOrderBrowsetab

2. RightclickSalesOrderM101000,selectMaterialOrderShipments

3. RightclickMaterialOrderShipmentstab,selectDetach4. ClickNext5. EnterFromSite10100,ToSite10100,ToLocation160


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6. ClickYes7. EnterLn1,Quantity1

8. ClickBack9. ClickYes

10.ClickNext11.ClickYes

12.ClickNext

13.ClickNext


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KeyPoints Materialordersgeneratedautomaticallyforreplacementitem MOshipmentrelievesinventory ToLocationdefaultstoengineerlocation Transactionscreated:

o ISSTRtotransferitemoutofinventoryo RCTTRtransfersitemtothedesignedlocationo ISSWOissuestheitemtotheCall;recordingthecostofthereplacementitem

Shipmentofdepotorderitemistreatedasamemo


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DepotOrderShipmentShipmentstothecustomeraredoneusingthestandardpickingandshippingfunctionsgeneratinga

picklistandanyotherrequireddocuments,aswellascreatingappropriateinvoicesforfreightorother

servicecharges.Theshippingfunctionwillalsoupdatethecustomersinstalledbase.

Letsskipthepicklistandquicklyprocesstheshipment.

Demo14.ClickProcessestab15. InManageCalls(DepotRepair)clickShipReplacement(orselect7.9.15)16.EnterDepotOrderID,Site10100

17.ClickNext2times

18.EnterLn2,Quantity1

19.ClickNext2times20.ClickBack21.ClickYes

22.ClickBack


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23.EnterFreight15

24.ClickNext

25.ClickDepotOrderCollectiontab26.ClickDepotInventoryTrackingtab

KeyPoints Shipmenttreatedasamemoitemactivity Transactioncreated:ISSSO(typeMemo) Optionallygenerateaninvoiceforfreight


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7. ClickYes8. EnterNumber1,Duration1

9. ClickBack10.ClickYes

11.ClickNext2times

12.ClickDepotOrderCollectiontab13.ClickSearch14.ClickCallLaborRecordingtab


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15.RightclickCall,selectDepotOrderMaintenance(11.1.2.1)

16. InDepotOrderMaintenancetab,clickDetach

17.ClickNext3times


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18. InLn1,enterStatus50(closed)

19.ClickNext

20.ClickBack2times

21.ClickNext2times22.ClickDepotOrderCollectiontab23.HighlightCallLine1,selectDepotItemRestock(or11.1.2.4)


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24.ClickDetach

25.ClickNext2times26.EnterItem01020,Quantity1,Site10100,Location180,Lot/Serial01020011110

27.ClickNext2times28.ClickYes

KeyPoints Trackpartsandlabor;FaultCodesforanalysis Restockrepaireditem Transactioncreated:RCTRSreceipt,returntostock


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InvoiceFinally,youwouldneedtogenerateaninvoice.Asnotedearlier,allcallactivityandrepairsareinvoiced

usingstandardSalesOrderInvoicingfunctions. Thatmeansyourservicefolksdonthavetoworryabout

financethatallgetsprocessedcorrectlyinthebackground!

However,therecanbesomeinterestingtwistswheninvoicingforservice.Forexample,inDepotRepair,

whathappens

if

you

sent

out

areplacement

but

never

got

the

item

back

from

the

customer?

The

replacementwaslikelysentoutatnocharge,nowyoullwanttosendthemabill.

Theotherthingthatcanhappenisthecasewheretheinitialcallassumesthattheworkistobecovered

underwarranty.Butitturnsoutduringinspectiontheengineerseestheitemhasbeenmisusedandthat

warrantyisvoid.Ortheopposite,theservicewasassumedtobebillablebutitturnsouttheitemwas

defectiveandtheserviceshouldbeunderwarranty.

WithSSM,youcanchangetheServiceTypeandotherinvoicinginformationbeforetheinvoiceis

processedeasilymanagingthesetypesofsituationsastheyarise.

DepotRepair

functionality

streamlines

and

controls

the

repair

process;

tracking

inventory

and

costs,

and

ensuringcorrectinvoicing;whilesimplifyingdaytodayactivitiesforyourteamandmakingthemmore

efficient.

Demo1. ClickDepotOrderMaintenancetab(orselect11.1.2.1)2. EnterDepotOrderID

3. Onheader,enterStatus50(closed)4. CheckReadytoInvoice


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5. ClickNext2times

6. ClickYes7. ClickBack

8. ClickNext2times


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9. ClickNext10.SelectInvoicePostandPrint11.EnterSalesOrder,To12.CheckPrintInvoice

13.ClickNext14.CheckPrintLot/SerialNumbersShipped


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15.ClickNext16.EnterOutputprinter

17.ClickInvoicePostandPrinttab

18.ClickNext


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19.Pagedown


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20.ClickCustomerCollectiontab(orselectCustomerSupportCenter)21.ClickSearch22.HighlightCustomer10C1001A23.ClickInstalledBasetab

Note:lot/serial 01020011110isnolongerintheinstalledbase


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KeyPoints DepotOrders(andallCallActivity)billedusingsameprocesses Flexibletomakechangesbeforebilling

o Example: Customerdidntreturndefectiveproduct;needtobillthemforreplacement Initiallythoughtservicewasunderwarranty,butmisusemeantwarrantywasvoid Thoughtservicewasbillable,butproductfoundtobedefective

AlsoavailableinCallInvoiceRecording InstalledBaseinformationmaintainedbyenduser IncludesLot/SerialandWarranty Simplifiesdaytodayoperationsbyusingstandardprocesses;ensurescorrectinvoicing


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ClosingInclosing,withQADServiceSupportManagement(SSM)youwilltransformserviceoperationsintoa

competitiveadvantageincreasingcustomerservice,reducingoperationalcostsandincreasingservice

revenuesthroughmoreefficientmanagementofcustomerreturnsandrepairs,fewererrors, and

moretimely,accurateinvoicing.

Withthese

processes

automated,

you

can

focus

on

your

business,

not

your

software!

6

Closing

Deliver outstanding customer service

Reduce operational costs

Improve service revenues

Increase profit

Focus on your business, not your software!

KeyPoints Transformserviceoperationsintoacompetitiveadvantage Increasedcustomerservice Reducedcosts

o MoreefficientCustomerSupportCenter/DepotRepairCollectiono Streamlineprocesses,fewererrors

Increaserevenue

ServiceSupportRMADepotRepair DG v2011ee

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