Service can be defined as a process which is executed, either on a regular basis or as a single occurrence, to maintain and repair physical products.

A service process may result in

  1. Executed maintenance service for one or several products.

  2. Executed service in relation with sales order.

  3. Executed service in relation to rental order.

A service order is most often initiated through a customer order, for example if someone needs service performed on their car. In other situations service needs are initiated from the the customers own warehouse, for example if the warehouse manager, or product manager, wants to perform maintenance on products or goods on a regular basis over a long period of time. Some goods or products also require regular service to keep certifications. We can again look to the vehicle rental business to see an example of this, with the annual service and certification rental vehicles need to keep EU certification.

Tasks relevant to this module

  1. Create service order

    Requests and orders from customers and/or warehouse needs to be handled and registered.

  2. Plan service

    The service needs to be planned in relation to the time of service, use of time and resources. Confirmation is sent to customer.

  3. Perform service

    The service job itself is performed

  4. Handle service documentation

    After the service has been performed, documentation may be included with the invoice.

  5. Reporting

    Statistics and key figures.

Order handling

An order handling process may be defined as the process where one order goods or service and sets price, delivery time, payment terms, articles and quantity.

An order process may result in

  1. Service order for goods in stock.

  2. Service order for goods pending reception.

  3. Regular service order.

An order process, which requires an order confirmation, can be said to be legally binding. It is at this point you may include the order in the companys financial records for expected future income.

When creating a service order one have to register the product which should undergo a service together with the service job(s).

It may be more difficult to estimate a price for a complete service order compared to a sales order as it depends on what parts and operations which is set to be included. The service job could have a fixed price, but operations and parts in addition makes the invoices.

In addition to the several other tasks in the order process, it is important to mention the tasks where you should follow up the acknowledged, but not delivered orders. You are handling the customer backlog, which could be defined as what the customer is owed by the seller. Within this task you could follow up the customer backlog based on requests or in internal routines. For instance, getting confirmed dates from supplier/production, control that orders are delivered according to confirmed date or attempt to expedite purchase orders/productions if customers requested date is not fulfilled.

Good internal routines for following up the customer backlog is vital. If the company seldom delivers in time, or may offer reduced delivery times for certain customers, this may be rectified by closely following up the backlog to avoid discrepancies.

An order may, as all other processes, be cancelled until a certain threshold has been reached.

Tasks involved in this process

  1. Receiving an order

    Creating an order where products, quantity, pricing and delivery terms are included.

  2. Allocating goods

    Ensuring the goods and service parts are actually in stock or pending reception.

  3. Acknowledging the order

    Sending a sales order to one or several recipients.

  4. Follow up on the customer backlog

    Even if the order is already acknowledged it may still be cancelled or partially delivered.

  5. Change an order

    After request and agreement with the customer, create a new version of the sales order.

Settings for Service - Order handling

Setting name

Description

Default KM Product (ART) for Service

Value in this setting is a Product Id that is used as a default for KM Products (ART with Type=KM-Service) on Service Orders (CSO), -if given KM Product is not found. Format to be used: ART/#123456

Default Product (ART) for Service

Value in this setting is a Product Id that is used as a default for Products (ART with Type=K-Kit) on Sales Orders (COA), -if given Product is not found. Format to be used: ART/#123456

Default Repair days for Service

Value in this setting is a number of days from Deviation (CDV) Receive date until the Repair should be done. This estimated date the Repair should be done is added to ESTEND field on Deviation

Default Requested Delivery Date on Service Order (CSO)

Value in this setting is how many days ahead the Requested Delivery date is set, according to create date for Service Order item (CSO-ITM). If value=0 is added, the Request Delivery date will be todays date. If value=2 is added, the Requested Delivery date will be two days ahead according to create date for Service Order item. If no value is added, the Requested Delivery date will be blank.

Default Supplier Id for Deviation Service

Default value of SERVICESUPID, to be used in CDV. It's DOCID of a valid LOC (Location). Format to be used: LOC/1234

Default Supplier Id for Service

Value in this setting is a Supplier Id that is used for creating Purchase Order (SPO) and Goods Reception (SSA) with Type=Service*, -for Product to be serviced. Format to be used: SUP/123456

ReConfirm Service Order (CSO)

If this setting is "ON" - Confirmed delivery date will automatically be updated on Service Order Item (CSO-ITM), -if there is a change in Confirmed delivery date on the Purchase Order Response Item (SOA-ITM) the Service Order is linked to. This update will be logged in revision history on the Service Order. A batch job will each night search through revision on Service Order and sent out re-confirmations according to the rules and set-up explained below. Rules: Customers (CUS) must have Send document by=Email and status higher than 1 and less than 9. Set-up: Setup on Customer/Handling on must be: Document to send=COA, Sendby= Email and Send To=Email addr. to the customer

ServiceDefaultRepairDays

Value in this setting is a Customer Id to be used for creating Service Order (CSO) from Rental Sales Order (COA) that is not CusOwned. Format to be used: CUS/123456

Use Standard Salesprice on Service Order (CSO)

The setting is used for calculating Service Order Item2 (CSO-ITM2) Price. If the setting is “ON” -

Price in Service Order (CSO) is calculated based on Standard Price for the job (Sales Price of the KM Product (ART). If the setting is “OFF” – Price in Service Order (CSO) is calculated based on KitSalesPrice, if that's seted in Kit Structure for the job (Kit structure of the KM article)

Service products

Service Products (ART) are structures with Class=KM and contain both the parts (optional) and operations used during the service.

Clicking the green KIT icon next to the class field gives you an overview over all the components in the structure.

The parts in the service article are retrieved from the structure and added to the Service Order (CSO) as the third item line and below (depending on the number of parts) before the actual service is started.

Remember to choose a suitable value in the ProdLine field in the Misc folder. This is a mandatory field and the process will be halted if this is empty.

Create a new Service Order (CSO)

Service Orders (CSO) are the documents that register the details concerning scheduled service to be performed on an article.

To open the Service Order (CSO) application, find Service in the RamBase menu and then Order handling. Click Service orders to enter the CSO application.

  1. Click the Create CSO icon to open a new CSO.

  2. Choose the customer who have ordered the service by entering the name, or parts of it, in the Name field. This will open a popup where you can choose the customer.

  3. Click the Create New icon to add the product which needs service. This opens a popup where you need to add information.

  4. Click the magnifying glass next to the LcmDocid field to search for the desired LCM document. The part which is the object of the service order will most likely have a serial number. Find the desired LCM, highlight the item line and press ENTER.

    1. If there is no LCM document, you can click the Create New icon while in the LCM document list to create a new LCM.

    2. The Reception field indicates if the goods are in stock, or if they are pending stock.

  5. Click the yellow arrow next to the Service field to add a service operation. The service operation(s) listed in the Service Parts folder are the service operations defined on the Article. You may find other service operations to add using the Parts folder, which lists all the service operations.

  6. Add the service date in the Req Date field.

  7. Choose if this is an external service, or an inhouse service in the External Service drop down menu.

  8. Click Confirm when you are done.

  9. The part is now added as the first item line, with the service operation as the second line.

  10. You can now click the Inspect Sales Calculator on the operations item line to assure the prices are correct.

  11. Adjust any price or margin, and then click the Save this price icon in the Sales Price Per Piece box.

  12. Press F12 to open the action menu and choose the option Forward to Customer. This will set the CSO to ST:3 and a service Production Work Order (PWO) document will be created. If there are parts in the structure, they will appear in the third line and below.

  13. Highlight the service item line (always item line 2) and press ENTER to view the Service Order Item.

  14. Click the Inspect Production icon in the top middle part of the screen to enter the related PWO. Press ENTER on the PWO line.

  15. Click the Release for Production button to start the service. The Service PWO will now be set to ST:5.

    1. If you need to change parts in the structure, click the Product LCM link next to the ProductLcm field.

    2. Use the Change Parts icon (two overlapping sheets) to change the parts. Add a serial number if needed.

    3. Click the Inspect links to Stock and Purchase Orders icon to confirm picking of the changed part(s).

    4. Click the Part change complete, waiting to be picked icon in the picked column of the changed part.

  16. Complete the production in a normal fashion.

    • If you have changed a part without confirming the pick, you will not be able to complete the service.

  17. When the production is completed, click the Complete Service button in the PWO document.

Add extra cost to Service Order (CSO)

If you need to add extra cost to a Service Order (CSO), such as transport cost or service time that is not included in the service-PWO, you may do this directly on the CSO.

  1. To open the Service Order (CSO) application, find Service in the RamBase menu and then Order handling. Click Service orders to enter the CSO application.

  2. Highlight the desired CSO you want to add cost on and press ENTER.

  3. Press F12 to open the action menu and choose the option Add Extra Cost Items. This opens a popup where you can add, modify or delete the extra cost items. This function is available in CSOs with status >1 and status <9.

  4. Click the Create new item button in the left corner. This opens a popup where you can choose between available service articles (Class = V), or you can use the Create ART button in the left corner and create a new service article.

  5. Press ENTER on the desired item line, and it will be added to the Extra Cost Items list. Here you may edit the quantity and cost of each item.

  6. Repeat the process for each item you wish to add.

  7. Press ESC or click the corner X to return to the CSO.

Request and quote on Service Order (CSO)

A Service Order (CSO) is used in situations where a customer needs work performed on a product or property. The job to be done may consist of purely operations, or it may include parts to be changed. The parts can be delivered by customer, purchased or produced. Some of these jobs requires a quote before the service job proceeds and a Sales Quote Request (CRQ) is needed.

Criteria for service jobs
  1. Nothing new is to be produced. Service is going to be performed on an existing product and the work and parts are invoiced.

  2. The product to be serviced already exists in RamBase as a Part with LCM (serial number) or to be created as such if non-existing.

  3. A suitable service job in Product (ART) (Class=KM, Kit Maintenance) need to be available, or created. It needs to be defined with the minimum of a validated basic structure and one operation.

Create a Sales Quote Request (CRQ) for a service job

If a request is registered by a person/department/role who can not or is not able to register the details and find the correct product and service job, they need to perform following actions at a minimum:

  1. Create a CRQ, choose customer, add YourNo. If the project is named, it can be added as an internal message on the document.

  2. Add received attachments/files/drawings and choose the correct filetype according to the company routines.

If the product is registered as an article in the ART-registry it can be added to position 1, or a dummy-article can be added and changed with the real article later in the process.

The creator may transfer the document to the next step in the process by using the Transfer Document to Other User-icon, or by sending an IMS from the CRQ.

The next step in the process is to change the position 1 item with the correct item and add the service job to position 2, if this is to be done in the request.

Another alternative is if you decide to create an quote on the request, then it is set to ST:4 using the F12 option Register Sales Quotes Request (ST:4) as a signal that this request is ready for quote.

Make a Sales Quote (CQU) on the received CRQ

If the CRQ on the job is registered, the CRQ needs to be transported to an CQU using the F12 option Transport all Items.

The next step will be to set up the positions on the CRQ according to following structure:

A service job needs a specific structure to be processed on to a CSO:

  1. Position 1 on the CQU is the product awaiting service. Quantity = 1 and Price = 0.00. A service order can only be performed on a single product which is the property of the customer. This article can be classified as Class = P / KA / K.

  2. The second position on the CQU is reserved for the service job to be performed (ART with Class = KM).

Note: If a CRQ has been created with just the KM-article on position 1, perform the following actions:

  1. Register the CRQ to ST=4.

  2. Use the F12 Option Transport all Items to CQU.

  3. Enter the position on CQU.

  4. Press F12 and choose the option Insert Item.

  5. The KM article will move to position 2 and position 1 will become empty where you can insert the proper item. The quote can now be completed with the correct structure for it to be transported to a CSO.

Both of the articles need to be in ST=4 and the job (the KM article) needs a validated KIT. It is not possible to add positions beyond the two on a service job quote.

Set up a cost estimate

if the job to be done (position 2) is to be run according to standard setup (article KIT), a cost estimate can be set up and sent to the customer.

If you are going to modify (change operations/add parts to be changed) and set up a cost estimate, you need to go into position 2 (highlight the item line and press ENTER) and set up a special structure. Permission and calculator to add/remove/change/calculate is given on special structure.

The price you want to quote for the job is entered manually in position 2. The calculator can also set the price by summing all the lines, but in cases with multiple lines, it is easiest to add the full price manually.

When the structure (KIT) is set up with work operations to be performed, parts to be changed and the final price quote, you can also add documents (PDF) which also gets sent to the customer with other attachments:

  1. On the CQU footer

    The green R-icon inserts footer-text on output.

    The blue I-icon inserts an internal message, not visible on output.

  2. View Notes and Attachments

    1. On the document (main level)

      Add a Note and choose Category = Print. The text entered here will show above the positions on the output.

    2. In a position (click ENTER on the item line)

      Add a Note and choose Category = Print. The text entered here will show below the positions on the output.

You can inspect the result using the Preview of Document function.

When the quote is sent to the customer, it will receive ST=3/4.

Received service job order - send Sales Quote (CQU) to Service Order (CSO)

As previously mentioned, a quote for a service job needs two positions, where the first represents the product and the second represents the job (Class=KM). These are the only positions on the document.

This is the only functional setup to transport a Sales Quote (CQU) to a Service Order (CSO) and the option is found using the Transport-icon on the CQU-header and the F12 option Transport All items.

Then choose CSO / New Service Order to transfer the CQU to a CSO in ST=1.

Necessary operations on a CSO before registering

When a CSO has been created from a CQU, the Product (ART) to be serviced is set in position 1. but not the unit (LCM/Serial number) of the product. This needs to be chosen or created before the CSO can be registered (Forward to Customer).

Follow the steps to completion:

  1. Enter position 1 on the CSO and click the yellow arrow behind the Part field. This will open the popup where you choose LCM.

  2. Click the magnifying glass icon to enter the LCM application. You can see the chosen product and the application shows LCMs related to this. To change the product, click the red X behind the product to search for a serial number unrelated to the product. The SerialNo field is the best place to search for the serial number for the product. If you cannot find the LCM, you can create a new one using the +/- icon at the bottom.

  3. When the LCM is chosen/created, choose it and return to the main document. Perform any necessary changes, such as if the product is to be received / is in stock / no shipment, change of finishing date and then click Confirm.

  4. The CSO can then be registered using the F12 option Forward to Customer and a Production Work Order (PWO) is created for the job and purchase-/production for the part(s).

Planning

In service, the planning process may be defined as the period where you plan the service job.

This process may result in

  1. The service job starts at the agreed time and date.

  2. The service job is delayed due to missing resources or goods.

  3. The service job is rushed due to changes in the service order.

An inquiry for service usually requires a desired date for completion. This depends on the complexity of the service job, in addition to the availability of the needed resources. With these factors, it is possible to calculate and confirm the the date directly from the planning process. During the planning process the confirmed date will then be available, and the service job can be ordered from the service operators.

Tasks relevant for this process

  1. Change time for service job

    The service job is usually created on the base of a service order with a desired completion date. This must be allocated and confirmed.

  2. Ordering service job

    When the service job considered ready for registration, it must be made available for the service operators.

Release a Service Order for production

After the Service Order (CSO) has been registered, a Production Work Order (PWO) is automatically generated for the service job. This needs to be released for production for the operators to work on.

  1. To open the Service Order (CSO) application, find Service in the RamBase menu and then Order handling. Click Service orders to enter the CSO application.

  2. Highlight the desired CSO and press ENTER.

  3. Highlight the service product (the second item line in the CSO) and press ENTER.

  4. Click the magnifying glass icon called Inspect Production.

  5. Enter the related PWO from the Production Inspect application.

    • At this point you may also adjust the dates in the ProdStart/ProdEnd fields if needed.

  6. Click the Release for Production button at the bottom.

The service job is now released and visible for the operator who will perform the service.

If you need to change any details after you have clicked Release for Production, it is possible to press F12 and choose the option Undo Release to return the PWO to ST:4. This is only available as long as no operations has been started.

Services

Service, or a service job, is the actual execution of the service task.

This process may result in

  1. The service job is performed by desired conditions.

  2. The service job is cancelled.

  3. The service job is aborted.

After the service job has been ordered by order reception or production planner, and the product which is to receive the service has been received, work may start at the planned time. The service work will most likely include inspection, changing parts and other operations. For a vehicle, a service job regarding oil would first include quality inspection of the existing oil before it is changed.

Materials such as oil filters and similar would also be changed in this process.

If the part is unique, or unique parts are to be changed, the service operator will have to consult the technical documentation, either for the machine that will perform the work, or for the parts to be changed. When the service job is completed, documentation regarding the work, the parts changed, time used and any approvals/measurements will be required.

Tasks relevant for this process

  1. Logging work

    Hourly price for resources and the work done forms the base of the service invoice, together with parts used.

  2. Pick parts

    Parts included in the service needs to be picked.

  3. Change parts

    Parts which are to be changed as a part of the service needs to be registered for the service specification and invoice base.

  4. Add parts

    The parts that are to be added as a part of the service needs to be registered for the service specification and invoice base.

  5. Inspect instructions

    Instructional documentation for the parts needs to be available.

  6. Finishing the service job

    Before the service job is finished, all documentation needs to be available and a quality control needs to be performed.

Pick jobs

The main tool for operators is the job queue in the Resource (RES) application. Here they will find the jobs required for picking. To open the Resources (RES) application, find Service in the RamBase menu and then Services. Click Resources to enter the RES application.

From here the operator may enter his own resource by highlighting the item line and pressing ENTER.

This will open the resource window which lists all work orders registered on himself.

The folder WorkOrders lists all open work orders which the operator may start. The oldest work order will be listed at the top of the lines, and the status of the work can be seen in the status column. It may be ready to start, in progress, paused or finished.

An operator may be member of a group with their own work orders. If you are in a resource and would like to view the other members work orders, you can check the box at the bottom called Show jobs for other members of RES/X group. To view work details, press F12 to open the action menu and choose the option Work Details. Here you may inspect the group members, transfer resources and add additional resources to the work order.

Radio buttons

You may use the radio buttons to filter the results.

  1. All

    Shows all the operations on the resource.

  2. Active

    Shows all the active operations (ST:3-8) on the resource.

  3. Ready

    Shows all the ready operations (ST:3) on the resource.

  4. In production

    Shows all the operations in production (ST:4-5) on the resource.

  5. Wait

    Shows all the operations waiting (ST:2) on the resource.

  6. Completed

    Shows all the completed operations (ST:9) on the resource.

  7. My tasks

    Shows all the operations registered with the logged in PID as operator.

To pick a work order to start, highlight the desired work order and press ENTER.

Undo picking of parts

It is possible to undo picking of parts in a service Production Work Order (PWO).

The criteria for undo picking of parts is that the part has been set for picking in the product LCM and has been picked in the operations window.

  1. To undo the picking, click the Parts for operation link.

  2. This will open the Stock Assignment Links popup. Here you will see the Part change complete, waiting to be picked icon in the Picked column. Clicking this will confirm the pick.

  3. If you wish to undo this picking, click the green conformation icon which has appeared to undo the picking.

Logging

When you have chosen the desired job, and pressed ENTER, you will enter the work window.

It is from this window all logging of hours are performed.

  1. To start the job, click the button Start PROD. This will set the production as active, and a new set of buttons will appear at the bottom.

  2. To pause the production, in case of breaktime or similar, click the Pause PROD button.

  3. If the production needs to be put on hold for any reason, click the button On Hold. You must state a reason for the delay in the popup. The difference between this and Pause is that On Hold closes the PWO for editing, whereas putting it on hold usually means a change must be made.

  4. All hours worked logged may be viewed and edited from the Worklog folder in the Production Work Order (PWO) window.

  5. Highlight the desired item line, and press ENTER to edit. The criteria for editing worked hours is that the process has ended.

Change service parts

Service parts are changed from the Product Life Cycle Management (LCM) document.

  1. On the item line you can see the two overlapping paper icon called Change Service Part. Click this.

  2. This will open a popup where you can choose which Goods Reception (SSA) you wish to pick the part from. Highlight the desired item line and press ENTER.

  3. Add a serial number if necessary. You may also use the link Select serialNo from SSA to retrieve serial number from SSA.

  4. Click Confirm when finished.

Undo part change

Part change and undo part change is performed in the Product Life Cycle Management (LCM) document.

To undo the part change that has been performed, click the Undo Part Change icon located in the Replacement column for the part/item line in question.

Add service parts

To add a service part, open the related Product Life Cycle Management (LCM) document.

  1. Click the Add Part from ART icon in the bottom left corner.

  2. Locate the desired part, highlight the item line and press ENTER.

  3. The part is now added to the LCM.

Inspect instructions

You may see attachments regarding the production item on the operator screen. These may be pictures, drawings or other instructions related to the production, the parts or the kit. These are located to the right in the screen in the Attachments box.

Completing Service

After all the operations have been performed by the operator, it is time to complete the service job.

  1. Open the service Production Work Order (PWO) related to the Service order (CSO) you wish to complete.

  2. The PWO will have ST:8, which enables you to click the Complete Production button at the bottom.

  3. In the left hand corner a new button will appear, called Complete Service PWO. Click this button to complete the service job.

Recurring services

Recurring services are meant for products which require service and follow up on a regular basis. The product needs to be returned and serviced before it can be rented out again.

This process may result in

  1. Completed service for returned rental goods.

  2. Completed service for rental goods approaching a new rental period.

  3. Completed service for goods in stock.

  4. Completed service for customer owned goods.

Some types of goods are required to undergo service at certain intervals for certification purposes. One example of this situation may be seen for vehicles, where EU controls and kilometer based services may be seen as recurring services necessary to keep the certifications needed. This is service for customer owned goods, but is also valid for the vehicle rental business. When a rental car is returned after a rental period, it will need inspection and perhaps service before a new customer rents the car.

Tasks relevant for this process

  1. Following up goods in stock

    Goods in stock may have been in stock for so long that it needs service before it can be rented out again.

  2. Following up returned goods

    Goods returned from a rental period need inspection or service before it can be rented out again.

  3. Following up customer owned goods

    Goods which has been serviced before, or sold to customer, needs new service after a given time.

Settings for Service - Recurring service

Setting name

Description

Warning days for Service

Value in this setting is a number of days. When less days than the value to next Service on a LifeCycle (LCM), a warning icon will show in the LifeCycle menu

Inspect service needs on rental parts

To inspect the service needs on rental products, open the Life Cycle Management (LCM) application. Find Service in the RamBase menu and then Recurring services. Click Recurring services overview to enter the LCM application.

  1. Filter out the relevant Rental products using the SerialNo field, or the Product field.

  2. Use the Service Within field to filter out the products which needs service within a given period.

  3. This will enable you to easily see the details concerning the service on the given products in the Next Service column.

    1. The yellow icon with the exclamation point indicates the service is due in a short period of time (this period may be set per the needs of the company).

    2. The red circle indicates that the service date has passed without service being initiated.

Service Intervals (SVT)

Service Intervals (SVT) is the application where the frequency of a routine service is defined and connected to Products (ART).

The menu to the left lists all the SVTs based on the search criteria. New and active SVTs are displayed by default.

The area to the right displays the details of the service interval:

  1. Name

    The name of the service interval.

  2. Value

    The time between each interval.

  3. Unit

    The time unit used.

  4. Used in

    This field shows how many products the SVT is used for. The arrow icon to the right also links directly to the articles where this SVT is active.

How to create a new Service Interval
  1. Click the Create new service interval.

  2. This opens a new popup where you will need to add information:

    1. Name

      Give the SVT a descriptive name.

    2. Value

      Set the variable interval you need between each service.

    3. Unit

      Choose the variable unit.

  3. Click OK when you are finished. The SVT is now is ST:1.

  4. Click the Operations folder in the top right menu and choose Activate. This will set the SVT to ST:4.

  5. Click the Use/update SVT in new parts button from the top menu. This will open the ART update application where you can add this SVT to products.

Note: If you need to delete this SVT, click the Operations folder in the top right menu and choose Delete.

Management

A management process may be defined as the process where large orders and projects are managed.

An management process may result in

  1. Several service orders created.

  2. Several service orders confirmed.

  3. Several service orders printed.

  4. Several service orders updated.

In addition to the several other tasks in the order process, it is important to mention the tasks where you should follow up the acknowledged, but not delivered orders. You are handling the customer backlog, which could be defined as what the customer is owed by the seller. Within this task you could follow up the customer backlog based on requests or in internal routines. For instance, getting confirmed dates from supplier/production, control that orders are delivered according to confirmed date or attempt to expedite purchase orders/productions if customers requested date is not fulfilled.

Good internal routines for following up the customer backlog are vital. If the company seldom delivers on time, or may offer reduced delivery times for certain customers, this may be rectified by closely following up the backlog to avoid discrepancies.

An order may, as all other processes, be cancelled until a certain threshold has been reached.

Tasks involved in this process

  1. Receiving orders

    Creating orders where products, quantity, pricing and delivery terms are included.

  2. Acknowledging orders

    Sending sales orders to one or several recipients.

  3. Updating orders

    Updating orders with changed terms or cancellation.

Customer Service management (CSM)

Customer Service management (CSM) is used to manage the service plans for customers. If you need to mass register, or mass update, orders, CSM is the best place to do this.

To open the Customer Service Management (CSM) application, find Service in the RamBase menu and then Order handling. Click Service order management to enter the CSM application.

The application shows all open Service Orders (CSO) documents (ST<9). The information you see in the application are based of the service article, which is item 2 (the service job) in the CSO documents.

Filtering

You can the drop down menu field called Group By in the upper right corner to group the results. The alternatives are:

  1. YOURNO

    The given reference number from where the CSO originated.

  2. ACCOUNT

    The Customer (CUS) reference in RamBase.

  3. CITY

    The city registered on the CSO.

  4. CONF

    The confirmation date.

  5. COUNTRY

    The country registered on the CSO.

  6. CUR

    The currency registered on the CSO.

  7. DATE

    The date the CSO was created.

  8. DISTRICT

  9. LOC

    The warehouse location.

  10. PART

    The part registered on the CSO.

  11. PID

    The personal identification number of the CSO creator.

  12. REQ

  13. SHIPBY

    The shipping method.

  14. ST1

  15. USERID

    The Personnel (PER) reference.

It is also possible to use the radio buttons at the bottom to filter the results. The radio buttons are:

  1. AllItems with ST:1<=1

  2. NewItems with ST:1<=1

  3. ActiveItems with ST:>1 and ST:1<8

  4. CompletedItems with ST:1=8

To further filter the results, you may use the magnifying glass at the top, next to where it says Filter. The filter alternatives are:

  1. Account

    The customers RamBase ID.

  2. City

    The city registered on the CSO.

  3. Part

    The service article used on the CSO.

  4. Country

    The country where the invoice is sent.

  5. Cur

    The currency used on the CSO.

  6. Date

    The date from the Date field on the CSO.

The results from the filters are shown in the item lines in CSM, divided by several columns:

  1. *Chosen grouping*

    This field is decided from the chosen category in the Group By field.

  2. Name

    This field reflects the chosen category from the Group By field.

  3. New Services

    Amount of services with ST:1<=1 for the given category.

  4. Active Services

    Amount of services with ST:1>1 for the given category.

  5. Completed services

    Amount of services with ST:1=8 for the given category.

  6. All services

    Sum of New, Active and Completed services.

  7. Amount

    The sum from CNETAMT from services.

  8. GM%

    The Gross Margin.

If you highlight any of the item lines and press ENTER, you will receive a report with the information from item 2 on the respective CSOs, based on the filters in the Group By field. The report will contain following columns:

St,Document, Part, GM%, Amount, LandedCost, Req, Conf, Account, Name, It, Yourno.

Upload electronic orders

To upload Service Orders (CSO) electronically you will first need access to the RamBase FTP server where the files are to be uploaded.

Make sure you upload the files to the correct folder. The files from the customer needs to be located in a folder called ServiceOrders.

Example

ftp://ftp.rambase.net/TAA-NO/CUS/100023/ServiceOrders/

  1. ftp.rambase.net

    The FTP server.

  2. TAA-NO

    This folder represents the database in RamBase.

  3. CUS

    This folder classifies it as a customer.

  4. 100023

    This number represents the specific customer.

  5. ServiceOrders

    This folder identifies the folder as Service Orders.

  1. After the folder, with the file, has been uploaded, the system will recognize the file name and place it in the Import folder.

  2. If the import job is successful, a new file will be created in the Success folder.

    • If the import job fails, a log will be created where the error may be inspected. After necessary correction to the file, it may be re uploaded.

  3. After the batch has been run, CSO documents will be created based on the information in the uploaded file.

Register service orders from CSM

Customer Service management (CSM) can be used to mass register Service Orders (CSO).

  1. To open the Customer Service Management (CSM) application, find Service in the RamBase menu and then Order handling. Click Service order management to enter the CSM application.

  2. Press F12 to open the action menu and choose the option Upload Service Order - CSO.

  3. Click the Select File button. This will open a new popup where you can locate the CSV file which contains the details regarding the CSOs.

  4. Enter a description if needed in the Descr field. Click OK and the upload will run.

Register documents
  1. To register the documents, use the filter field to filter out the desired documents.

  2. Press F12 to open the action menu and choose the option Register document.

  3. Inspect the popup for correct information and click OK when finished.

  4. The services which have been set as active can be seen in the Active column.

Mass update of service orders from CSM

From the Customer Service Management (CSM) application, it is possible to mass update several orders.

To open the Customer Service Management (CSM) application, find Service in the RamBase menu and then Order handling. Click Service order management to enter the CSM application.

Updating documents

If you need to make changes concerning YourNo or ReqDate concerning the CSOs, you can fix this in CSM.

  1. Filter the desired CSOs by using the whole, or parts of, the YourNo you wish to edit using the RamBase filter field in the format YOURNO:XXXXX.

  2. Click the Update Documents icon on the item line(s) to open the Update Documents popup.

  3. The result may contain several orders, which you may update or edit at once. The document count is listed on the bottom.

  4. Change the details in YourNo and Req as needed. If you want to update the YourItm, be sure to check the Update YourItm checkbox.

  5. Click OK when finished.

Icon descriptions in CSM
  1. The Print icon gives you the opportunity to send or print all orders.

  2. Using the paper clip icon enables you to add attachments to all the orders.

  3. The red X gives you the opportunity to cancel all unfinished (ST<8) orders.

Mass update of service orders

From the Customer Service Management (CSM) application, it is possible to mass update several orders.

To open the Customer Service Management (CSM) application, find Service in the RamBase menu and then Order handling. Click Service order management to enter the CSM application.

Updating documents

If there are any errors, or if you need to make changes, concerning YourNo or ReqDate in the CSV file concerning the CSOs, you can fix this in CSM.

  1. Press F12 to open the action menu and choose the option Update Documents.

  2. Use the filter field to filter out the desired documents. The result may contain several orders, which you may update or edit at once. The document count is listed on the bottom.

  3. Change the details in YourNo and Req as needed. Click OK when finished.

    1. The Update Documents icon, or the F12 option Update Documents, enables you to change the YourNo on all orders.

    2. The Print icon gives you the opportunity to send or print all orders.

    3. Using the paper clip icon enables you to add attachments to all the orders.

    4. The red X gives you the opportunity to cancel all unfinished (ST<8) orders.

Documentation

A documentation process is the process where the documentation needed for the service is retrieved.

A documentation process may result in

  1. Instruction manual for operations.

  2. Instruction manual for machines.

  3. Raw material certificate registered.

  4. Measurement certificate registered.

  5. Specified service job cards.

If the part is unique, or unique parts are to be changed, the service operator will have to consult the technical documentation, either for the machine that will perform the work, or for the parts to be changed. When the service job is completed, documentation regarding the work, the parts changed, time used and any approvals/measurements will be required.

Tasks relevant for this process

  1. Retrieved instruction manual

    The instruction manual is retrieved on screen or printed, to assist the service operator.

  2. Documentation package registered

    After the service job has been performed, all relevant documentation needs to be retrieved and follow the shipment, or by e-mail. This may be measurement certificates, material certificates, specified job cards and similar.

Tests and measures

To the left in the operator screen you can see the LCM Measures box. Here you may view and add measures related to the kit.

Explanations for the measures
  1. DIM: Dimensions.

  2. PIF: Product Inspection Form.

  3. THR: Thread.

  4. To add a measure for the kit, for example the dimensions, click the icon in the measures column.

  5. This takes you to the Article Inspection window. Here you may add relevant information related to the dimensions of the product, tolerance class and the tool used.

    • Note: Upper and lower tolerance variables are the specific tolerance, NOT the total measures.

  6. When the information has been added, your Personal Identification Number (PID) is set as the creator in the UserId column.

  7. Click the CONFIRM button to finish.