15/01/2014 Panasonic Parts Ordering User Guide

Transcription

1 15/01/2014 Panasonic Parts Ordering User Guide Panasonic UK, a branch of Panasonic Marketing Europe GmbH 1 15/01/14

2 Table of Contents Welcome to the Spare Parts Ordering System Bulk Orders 3 Parts Deliveries New 3 Parts Look Up 3 Parts Order items 3 Parts Orders 3 Shipments New 3 Parts Orders 4 Search for Orders 4 Create an Order Header 6 Add Order Lines to the Order Header 6 Search for Part Number 6 Create Order Line 7 Parts Order Items 10 Create Order Line 11 Amend Order Line 12 Bulk Orders 14 1:1 Repair & Exchange Items New 16 Create an Order Line 16 Search for Order reference 17 Repair Report Print 18 Create Request for Courier Pick-Up 19 Send Request for Courier Pick-Up 21 Reprint Labels 21 Tracking 23 Warranty Claims 23 Parts Lookup 24 Parts Lookup Tab 24 Globe Lookup Tab User guide Pana-Net Spare Parts Ordering --- 2

3 Welcome to the Spare Parts ordering system The Home Menu will normally include the following options:- Bulk Orders Is used to upload a flat file of spares order lines to Pana-net. Once uploaded the order contents will be validated and the user must correct any errors before the order can be sent from the menu option Parts Orders. Parts Deliveries Is used to create requests for courier pick-up of Exchange and/or 1:1 Repair items. Parts Lookup Is a search option for parts, either by part number or model number which includes the ability to view up to date pricing and availability information without having to create an order. Parts Order Items Is used to create individual spare part order lines that can later be assembled and attached to a new order or added to an existing order. Additionally a search for spares order lines is also available. Parts Orders Is used for the creation and submission of spare parts orders. Additionally a search for spares orders is also available. Shipments Is used to track returns created in the menu option Parts Deliveries Important hint for page navigation To move between the various pages please use the web site navigation. If you use the forward/backwards button of the browser, the pages may not be updated correctly and may display inconsistent information. --- User guide Pana-Net Spare Parts Ordering --- 3

4 Parts Orders From the home page of Pana-net click the Parts Orders menu option You will then see the following page. The Customer and Customer Location fields will be populated with your details. Please note that green text is Help Text. Search for Orders The top section of the page is a search facility and can be used to look for orders by delivery location, customer reference, status system reference, date range or by individual ID. Further where there are multiple users registered per location you can choose to filter either by All or by My Items. --- User guide Pana-Net Spare Parts Ordering --- 4

5 The Customer location field will only have a drop down menu if there is more than one delivery location registered to your account. As you can see from this example, there are two addresses set up for orders under Test Account. The most common field to search on would be Status. Here there are four possible criteria selections: Draft orders: Orders assembled but not yet submitted Processing Orders: Orders submitted for processing Completed Orders: Orders that have been completed All: A combination of all the above A list of orders will be displayed based upon the criteria selected. In this example Draft Orders :- --- User guide Pana-Net Spare Parts Ordering --- 5

6 Create an Order Header Check the Status field is not set to All Orders, this status will prevent a new order from being started. To start a new order, enter your reference for the order and click on the Go button. This will create an order header with a status of Draft. (The Order ID is a system generated reference). If you do not enter a reference the order will not be able to be sent. A new order header will open as shown below. The top part of the order displays basic details and can be edited if necessary by clicking on the Edit button. Click on the Go button to start the process of creating a new order line. Add Order Lines to the Order Header The order line entry consists of a look-up facility for part number and for model. If you know the part number then type it directly into the Part No. field, leave the model number field empty and click on the button next to the field to validate the part number and create an order line. Search for Part Numbers If the part number is not known type the first few characters of either a model number or part number in the appropriate field and click on the button next to the field. --- User guide Pana-Net Spare Parts Ordering --- 6

7 If the search is successful the page will display the results of the search. If you type in less than 3 or 4 (in the case of a model number) digits, then you risk a return of a large number of results or even the search timing out. Create Order Lines Reference: Can be used for your order reference but is not a mandatory field. Order Type: The most common value is Standard. If the part is 1:1 Repair then as part of the process you will have to provide some extra information and return the part for repair. If the Order Type is Exchange then in most cases you will have a choice to change the Order Type back to Standard and pay the standard price; again for Exchange Items extra information will have to be provided as part of the order process. To find out about the 1:1 Repair and Exchange order process please go to Page 16 and for subsequent related processes go to Page 19. To create an order line, click on the Create Item button. Be aware that it is only possible to create one order line at a time. Once you have clicked the Create Item button, the spare part will show in the order detail with a status of draft. You can create as many order lines as you need. To delete an order line from the order you must click in the field at the far left hand side of the line and select the Action Remove Item From Order and click on the Go button. --- User guide Pana-Net Spare Parts Ordering --- 7

8 To submit an order within order entry, simply click on the Submit button The page will then display a warning message. Select OK and this will submit the order. Once the order has submitted you will be returned to the parts order page. To recover the system reference (Panasonic order number), change the Status view field to Processing Orders and click on the Search button. Adding extra filters reduces the time taken to display a result. Click on any order in the list to display the full details and current status. Example:- In the line detail of the order you will find specific pricing and delivery due date information plus the current line status. The statuses are: Pending: not yet fully despatched Processing: all lines are at least partially despatched Complete --- User guide Pana-Net Spare Parts Ordering --- 8

9 If the order is not to be submitted immediately then click on the web site navigation to return either to the Home page or to the Parts Orders home page A draft order can be submitted from the Parts Orders home page at any time. To submit an order from the Parts Orders home page click in the field at the far left hand side of the line and select the Action Submit Order. If there are any errors on the then it will fail to send and an error message will be displayed. In the case of multiple errors, the errors will display one at a time following the deletion of the previous line in error. Once an order line has been created the part number may not be changed, so in the case of the displayed error being part related the only option is to delete the order line. --- User guide Pana-Net Spare Parts Ordering --- 9

10 Parts Order Items From the Pana-net home page as shown at the top of page 4, select the menu option Parts Order Items to display the following page. Order lines created in this menu option cannot be submitted directly, they must be attached to an order header, then submitted from Parts Orders menu option. The layout is similar to that of the Parts Orders page but with some different search criterion. Please note that the searches by model category and model number are for the exclusive use of finding Exchange or 1:1 Repair orders. As with the Parts Order search, Order Items search also contains a filter that allows you to view either all user order lines or just those you have created. The lower part of the home page now shows individual parts lines instead of orders --- User guide Pana-Net Spare Parts Ordering

11 Create Order Line To add an order line, ensure that the Status field displays No order attached or Draft Order Attached. If one of these statuses is not set then the Action drop down will not be available. Please be aware that there are statuses listed that are not valid for UK/Irish users. From here, select New Order Item and press Go. This will give you the main spare part/ model search page from where you can select your part number as previously shown in the Parts Ordering section of this manual. Update quantity and add order line reference if required and click on the Create Item button to create an order line. When the Create Item button is pressed the part is validated and the order line is created with updated details and the user is returned to the Parts Order Items home page. --- User guide Pana-Net Spare Parts Ordering

12 If there are errors, for example item is discontinued, there will be an error message displayed in the Notes field. This field is at the far right hand side of the Order Items home page and you may need to use the scroll bar to see this field. Here is an example of an error This order line can be attached to an order header, but the order will fail submission whilst this line is still attached. This order line must be deleted. To delete an order line click on the field at the far left hand side of the line, select Delete from the Action drop down and click Go. Amend Order Line It is possible to amend an order line as long as the order line is attached to a draft order header. Order lines not attached and order lines submitted cannot be maintained. To maintain an order line click on the line and the line will drop into edit mode, as shown below:- It is possible to update order reference or quantity in maintenance mode but a part number cannot be changed, only deleted. If the order line is in error then an error message will also be displayed if the Update button is clicked. --- User guide Pana-Net Spare Parts Ordering

13 Attach Order Line Set a Status of No Order Attached in the Status field and click Search. This will return all spare parts lines that are not yet attached to an order. You can then attach an order line or lines to an existing order or a new order by first clicking on the field at the far left hand side of the line, then selecting the required existing order from the Action drop down. If adding to an existing order, as in this example, a list of existing orders will be displayed from which you can select the one to which you want to attach the order line/s and then click Go. The item will then drop from the No Order Attached view but will display when the Status field is changed to All Items or Draft order Attached. --- User guide Pana-Net Spare Parts Ordering

14 Bulk Orders To use this facility you will need to obtain a file layout from us for the upload file. Please your request to Pananet.Support@EU.Panasonic.com. Please be aware that there is a separate comprehensive stand alone guide for Bulk Orders, this can be provided on request. This is the Bulk Orders page:- Select the required delivery location for the order to be uploaded and then select the Exchange Option. Please note that the selection of either Exchange Option or Standard Option will always result in Standard items being ordered Standard and Exchange items will always exchange. However where Exchange is optional for an order item, the choice here will determine what the end result will be for those items. Once selected, simply browse for the file and click on Submit. For a successful submission it is essential that each file name is unique. Errors such as alpha characters in numeric fields and similar technical errors will prevent the whole file from uploading even if only one order line is in error. Any non technical errors will be identified and displayed if you open the order in menu option Parts Orders. If the order is not opened before submission then if there are any errors the order will fail submit and an error code will be displayed. Error include, but are not limited to, part discontinuation and part not on file. This is the display message from a successfully loaded file. --- User guide Pana-Net Spare Parts Ordering

15 This is a display message for a file with a duplicate order number (duplicate file submission) This is a display message for a file with an alpha character in a numeric field To leave this menu option, please click on the Home menu option at the top of the page. To submit a bulk order to Panasonic for processing, go to menu option Parts Orders and click on the field at the far left hand side of the order. Select Submit Order from the Action drop down, click Go and confirm the warning message. If the bulk order is error free and there are no repair reports to create it will be sent to Panasonic for processing and despatch, however if there are any errors identified, including missing or incomplete repair reports, by the order line/s validation process, these will have to be resolved before the order can be successfully submitted. --- User guide Pana-Net Spare Parts Ordering

16 1:1 Repair & Exchange Items 1:1 Repair Are items that are no longer available from our factories and no stock is left in our warehouses, however, the item can be repaired under certain circumstances and Panasonic will undertake that repair (normally at charge) if the item is returned in a repairable condition to our Service Group in Hamburg. Exchange Are items for which Panasonic wish to preserve availability for as long as possible. In order to do this Panasonic will either offer or make mandatory an exchange option which is often accompanied by a pricing discount. If the offer is taken up or the exchange is mandatory, where possible, a discount will be added to the replacement part invoice. Should the original item not be returned, not returned in time or arrives in a non repairable condition Panasonic will charge back any discounts given. LCD Panels A number of panels are classified as Exchange Items, however if the panel is more than 18 months old then order it as Standard. The age of the panel can be determined from the serial number of the panel. There is a date calculator app. available from Panasonic. Create an Order Line Once any part number has been input and validated to the order, a page is displayed that allows you to change the quantity and add an order reference at line level. At this point the Order Type for the item will also be displayed. In the case of Exchange, in some circumstances this can also be updated. These items (Exchange & 1:1 Repairs) can only be ordered in singles and the quantity box will be greyed out. Example exchange order where order type can be changed:- Example exchange order where order type cannot be changed:- To create the order line click on the Create Item button. --- User guide Pana-Net Spare Parts Ordering

17 The order line will be created, but before the standard process continues, you will be taken to this page to create a repair report. Please ensure that the repair report is filled out every field. If the report is not completed then the order cannot be submitted:- Click the Update button once the form is completed and continue with the order as normal. Search for Order Reference When the order has been submitted Exchange items will appear in the order list with a Panasonic sales order number, however 1:1 Repairs do not have a sales order number issued, see examples below:- If you require a reference for a 1:1 Repair, for example if you wanted to contact Panasonic regarding the order, then please go to Order Items from the Home Menu. Once in the menu option, search for the item and once found go to the field Our Reference which is towards the right of the page and take the reference number from there:- --- User guide Pana-Net Spare Parts Ordering

18 Repair Report Print If a sales order includes one or more Exchange items and/or 1:1 Repairs, then immediately following the submit order process you will be taken to Order Items page, the status field will be set to Exchange Items Print Pending and a list of all list of items that have not had their repair reports printed will be displayed. As a first step in the return process, these reports must be printed and attached to the item to be returned. To print, simply click on the line/s one at a time and then click on the print icon. The reports do not have to be printed immediately; a user can go back to the Order Items menu option, set the status and print some or all of the reports at a later time. If preferred, the reports can also be printed by opening the order and then the line in the menu option Parts Orders. Once the order line has been opened ready to print the repair report, the order line status will no longer be set to Exchange Items Print Pending (whether or not the report has actually been printed). The change in status however, does not prevent the report from being re-printed at any time. Example Repair Report:- --- User guide Pana-Net Spare Parts Ordering

19 Create Request for Courier Pick-Up Click on the home page Parts Deliveries menu option. The default status/display on this page is Draft Deliveries. A Draft Delivery is an item that contains one or more Exchange and/or 1:1 Repair items, but has not yet been converted to a request and sent to the courier. Once a draft delivery has been created, there is no opportunity to either add or change its contents but the draft delivery can be deleted and the contents can be selected for a new Draft Delivery:- Click on the line to see the contents and/or send it as a request to the Courier. Contents:- To start a new Draft Delivery Request, click on the New Delivery button, if the button is not visible then there are no items awaiting processing. --- User guide Pana-Net Spare Parts Ordering

20 Clicking the button will take you to the Returns page:- Ensure that all the header details are filled in and then move to the individual items displayed. Click on the box on the far left hand side to select the items to be added to the draft delivery. By default, the system puts them all into 1 box; it is essential that if the delivery is going to be returned in more than one box that the box number is updated against the item. It is also essential that you accurately record the total weight of the package. If the items are to be palletised, even if the total weight is less than 71kg, then a weight of 71kg must be recorded. Failure to record the correct number of boxes and the correct weight could result in the wrong courier being sent and collection being refused.. Example:- In the above example the top line is not part of the return request and 2 panels are each in their own box; the total weight of the 2 boxes (+ pallet) is 92kg. Click on the button Start a New Delivery. This is the result:- --- User guide Pana-Net Spare Parts Ordering

21 Send Request for Courier Pick-Up Click on the Draft Delivery that you want to be picked up Click on the Send Button:- Print the Courier Label/s (1 per box):- Attach the labels to the outside of the packages and wait for the courier to collect. Reprint Labels Courier labels can be printed or reprinted at any time; there are two pages in Pananet that have access to the printing functionality. To print or reprint from menu option Parts Deliveries set the status to Pickup Confirmed and click on the Search button --- User guide Pana-Net Spare Parts Ordering

22 Click to view the contents of the delivery or click the printer icon to (re)print. Note: to the far right hand side of the page the assigned courier is listed, this information may be useful if you have a query and need to contact the courier (or Panasonic). To print or reprint from menu option Shipment, click on the ID number of the package Then click on (Label) Be aware that when printing from the Shipment page you are printing labels on a box by box basis and not for the whole shipment. If you need to print or reprint for the whole shipment, it may be easier to use the menu option Parts Deliveries. --- User guide Pana-Net Spare Parts Ordering

23 Tracking The menu option Shipments allows you to track the progress of a return shipment and in the majority of cases (non palletised & deliveries of less than 71kg) there is also a link to the Couriers own tracking site. Click on the ID to see the detail. (Page display left) Transaction Ref is the Returns Delivery reference and the Item Ref is the original customer order reference that was input against the order line on the sales order. (Page Display Right) Warranty Claim Once an order containing an Exchange item has been submitted, a repair ticket will be created which, if appropriate, may be completed and then submitted as a warranty claim. In some circumstances the part may not be claimable, in this case a ticket will still be created but the status of the ticket will be set to Non-Warranty Repair and the ticket will not be maintainable. Any subsequent Exchange items ordered for the same model number/serial number will be added to the repair ticket. Where an Exchange item is ordered and a manually created repair ticket (warranty claim) already exists, then the item will be added to that ticket. Any Repair Ticket created automatically will contain all the details recorded in the Repair Report. All other details plus any non Exchange items will still have to be manually added. --- User guide Pana-Net Spare Parts Ordering

24 Parts Lookup Parts Lookup is made up of two tabs Parts Lookup & Globe Lookup. Parts Lookup cannot be used to order parts. Parts Lookup Tab Parts Lookup provides pricing, availability and substitution information against the results of either a parts or model based search. This search is limited to parts and models that are activated with Europe. Globe provides a simple parts list and includes all parts and searches all models whether or not they are currently activated in Europe. The Parts Lookup tab has been designed to allow part searches and price & availability information to be made available without having to 1 st create order lines. After entering a part/ial number and clicking on the Refresh button the system will show you all active parts in the UK parts master that fit the search criteria. By clicking on the Update button in front of a specific material, the line will be updated from the Panasonic order processing system with the latest substitution, pricing and availability information By clicking on the Select button a pop-up window will appear that will allow model searches to be done. Type in at least the 1 st 4 digits of the model number, or the full model number if known and click on Search. --- User guide Pana-Net Spare Parts Ordering

25 Select a model by clicking on it. This returns the model to the search page, click on Refresh and this will return a list of parts for the model that are active on the UK parts master. The information displayed on refresh is cached information on Pana-net, to obtain the latest information click on Update. Globe Lookup Tab The Globe Lookup tab displays data from the worldwide Panasonic parts master known as EYESG21. Search by part to get a list of models that contain that part or search by models and get the bill of materials (BOM) for the model. Models and BOMs When you enter a model number prefix and click on Refresh, the system will return a list of matching models. When a model is active in the UK then an update date and time is displayed. With a click on Download this list can be downloaded to your PC as a CSV file. --- User guide Pana-Net Spare Parts Ordering

26 With a click on a model number you can get a full BOM for this model. This BOM can also be downloaded to your PC. When you click on a part number within the BOM, this will return a list of models containing the part. The same function can be called directly from the first page of the Globe Lookup tab. This model list can also be downloaded Downloading Click on Download and this window will appear:- If you Open the file first it can then be saved as an Excel file rather than the default file type which is.csv If you save the file without 1 st opening then the file type will be.csv These files should open and re-open normally within Excel. If they do not then Excel users can split the data into columns by using Data/Text to Column menu options to split the data. --- User guide Pana-Net Spare Parts Ordering