Process Map. DJ Motors. Parts Module Process Code: P130 Service Parts Issue Entry

Transcription

1 Process Map DJ Motors Parts Module Process Code: P130 Service Parts Issue Entry

2 2 Contents High Level Process Definition... 4 Process Flowchart... 5 Business Policies... 6 No Parts Issue without Repair Order... 6 Procedures... 7 Issue Parts Requirements to workshop in advance pre-pick R/O Requirements... 7 Issue Parts Requirements to Service Technician against Repair Order... 8 Service Parts Issue Estimate... 9 Statement of Work Issue Parts Requirements to workshop in advance pre-pick R/O Requirements Review pre-booked Repair Orders for Stock Availability Using Current Out of Stock Resolution Pre-Booked Repair Order Review and Parts Issue Removing Parts from a Repair Order Issue Parts Requirements to Service Technician against Repair Order Service Technician Requests Parts to satisfy R/O Requirements initial and / or subsequent requirements No Parts Issue without Repair Order Line Item Notes (Serial Number), Comments and Part Information Adding Parts to the Repair Order Entering / Selecting / Searching Part Numbers Parts not on Dealer Part Master Adding Parts to the Repair Order - By entering a Kit number or Sales Order Number Adding Parts to the Repair Order EPC (Electronic Parts Catalogue) Removing Parts from a Repair Order Service Parts Issue Entry - Estimate Additional Order Entry / Management Functions Load Multi Parts Recalc OOSR OOSR Issue All Clear All... 26

3 3 Program Parameters Service Parts Issue Entry Picking Slip Report... 31

4 4 High Level Process Definition Process Name Process Intent Process Owner Process User Process Starts with Process Ends with Process Customer SERVICE PARTS ISSUE ENTRY To remove Parts from Parts Department and issue them to the Service Department for use against a Repair Order Group Parts Manager Parts Interpreter Repair Order Raised by Service Department Parts allocated to Repair Order and Issued from Parts Department to Service Department Service Manager Service Technician Vehicle Owner

5 5 Process Flowchart

6 6 Business Policies The following Business Policies are applicable to the execution of the processes defined and referred to in this Process Map. Business Policy P No Parts Issue without Repair Order Parts Department personnel must receive a copy of the Repair Order before any Parts are issued to the Workshop. Process Owner: Parts Interpreter Push Report P0020 Parts Workshop Margins below $x

7 7 Procedures Process Description: Issue Parts Requirements to workshop in advance pre-pick R/O Requirements Process (Major) Steps 1. Review pre-booked Repair Orders for Stock Availability Objective: To adopt a proactive approach to Workshop Parts Supply 2. Pre-Booked Repair Order Review and Parts Issue Objective: Identify imminent R/O requirements and pick / pack parts ahead of vehicle arrival 3. Remove Parts from a Repair Order Objective: To remove unused Parts from the Repair Order before Invoicing Procedure a. Generate report of pre-booked R/O s b. Identify stock-outs for action c. Open R/O in Service Parts Issue Entry screen d. Select relevant Parts / and click Open OOSR button e. Review all options displayed on Current Out of Stock Resolution screen f. Respond to Out Of Stock issues accordingly g. Click Accept Order h. Respond to Emergency Order Confirmation warning if applicable a. Generate Report pre-booked R/O s b. Confirm Parts Availability / respond to outstanding issues c. Access Service Parts Issue Entry application and issue and pick parts d. Prepack and identify picked parts by R/O for subsequent collection by Technician a. Receive Parts Requisition marked Credit to remove parts from the Repair Order b. Inspect and approve Parts for return to Stock. c. Confirm Repair Order has not been Invoiced d. Remove Parts from Repair Order / Return Parts to Stock Internal Policy

8 8 Process Description: Issue Parts Requirements to Service Technician against Repair Order Process (Major) Steps 1. Service Technician Requests Parts to satisfy R/O Requirements initial and / or subsequent requirements Objective: Prepare system environment for an on demand parts requirements from the workshop 2. Confirm Parts Requirements for issue to Workshop Objective: Parts interpretation and verification / parts issue against R/O 3. Remove Parts from an Repair Order Objective: To remove unused Parts from the Repair Order before Invoicing Procedure a. Service Technician presents at Back counter with Parts Requisition b. Parts Counter person accesses Service Parts Issue Entry screen and selects R/O Branch and R/O Number (SmartSearch feature can be used if required). R/O detail is populated to screen c. Enter Tax Exemption Number if required a. Review parts detail populated to screen from R/O Job Code I. Determine any additional parts requirements, interpret same (using external support tools such as EPC if necessary) II. Populate additional parts requirements to R/O b. Resolve any stock / price issues that may be highlighted. Communicate unresolved issues to Service Technician for action c. Issue and Pick the Parts and deliver to Service Technician. Pay particular attention to documentation Print Options e. Receive Parts Requisition marked Credit to remove parts from the Repair Order f. Inspect and approve Parts for return to Stock. g. Confirm Repair Order has not been Invoiced h. Remove Parts from Repair Order / Return Parts to Stock Internal Policy P130-1

9 9 Process Description: Service Parts Issue Estimate Process (Major) Steps 1. Receive Notification from Workshop for Estimate Review Objective: awareness of requirement to review Parts Pricing component of a R/O Estimate 2. Confirm Parts Requirements for issue to Workshop if Estimate converted to R/O Objective: Parts interpretation and verification / price adjustments if required Procedure a. Receive Workshop notification of Estimate R/O number b. Open Service Parts Issue Entry window and enter / select / search for Estimate R/O number c. Display Estimate R/O detail a. Review parts detail populated to screen from R/O Job Code b. Determine any additional parts requirements, interpret same (using external support tools such as EPC if necessary) c. Populate additional parts requirements to R/O d. Resolve any price issues relative to Estimate strategy that may be required. e. Save transaction f. Communicate Parts Prices to Service Adviser Internal Policy

10 10 Statement of Work Issue Parts Requirements to workshop in advance pre-pick R/O Requirements Review pre-booked Repair Orders for Stock Availability The intent of this process is to facilitate the review of Parts Requirements for all Repair Orders prebooked into the workshop a number of days before the unit arrives for servicing. Having regard for the physical location of the Dealership, supplier lead time and other pertinent factors affecting the delivery of Parts into the Parts Dep't, determine the timing for the Parts Requirements assessment and at that time generate the report to facilitate the review. The Picking Slip Report is the suggested media to facilitate this review and is in the Picking Slip Report window. Ensure that the Workshop Requirements tab is active, select the Part Branch (if not defaulted and if authorised to change the Branch Code) and determine if the report is to be generated from an input date range or for a specific Repair Order. When data input is complete select Refresh Report and output will be generated in the following form. The output can be previewed, printed or saved to file for future use.

11 11 Using this report, parts in short supply can be easily identified (Parts not underlined need attention) and action taken to procure in time for the appointed servicing. There are a number of methods to initiate procurement of parts and the option used will depend on internal business rules. However in all cases the appropriate Repair Order should be accessed through the Workshop Parts Issue Entry window. Select the correct Branch (if this has not already defaulted) and the Repair Order number to display the Parts Details associated with the job. The parts in short supply, identified in the Picking Slip Report, will have the Quantities highlighted in RED.

12 12 The user can access the Purchase Order and Purchase Order Type fields in the Parts on Order panel and the P/O box and select the P/O Type from the drop down list Alternatively by using either of the ReCalc OOSR' or the OOSR' buttons the Out of Stock Resolution process can be accessed to resolve the supply issues highlighted by the system refer next section.

13 13 Using Current Out of Stock Resolution When a part, entered to the Service Parts Issue Entry window does not have sufficient available stock to meet demand in full or has related parts the following window will display. It is important to recognise the reason for the display of this window and in this regard If the Quantity to be Resolved = 0 the window is alerting you to the fact that there are Related Parts associated with the ordered line item and you should determine whether these parts are to be added to the order If the Quantity to be resolved is greater than 0 then there is a stock shortage issue that needs to be resolved. The user must be aware that resolution of out of stock situations can be achieved by alternative means and that for every line item included in an order the Current Out of Stock Resolution window will appear for each occurrence of the condition. Consequently there is provision for the user to elect to suppress the display of this window if so desired by ing the Don t show again automatically for this transaction but in so doing there must be recognition that resolving Out of Stock Resolution issues becomes essentially a manual process. Be aware that the Out of Stock Resolution window will also stop related parts prompting. Always review, and adjust as necessary, the requested quantity (UNITS defaults the Quantity required at Order Entry to 1) before determining how the Stock Out situation is to be resolved. Next consider how this matter will be resolved and in this regard there are a number of options, all of which will be subject to internal policy and levels of authorisation.

14 14 They are: Use substitute. Alternate or superseded parts Reserve stock included in an existing inbound Purchase Order Order specifically on either Emergency, Stock or Daily Order on the Supplier Initiate an Inter Branch Transfer A combination of the above When the issue has been resolved, click the SELECT button to return to the Parts Sales Order & Invoicing window to continue processing. When all Parts details have been entered and supply issues addressed, click the Accept Order Button. Pre-Booked Repair Order Review and Parts Issue Under normal circumstances, parts that were in short supply, as determined in the above notes, and which have been addressed for procurement in a timely manner to support Workshop demand will have been delivered by the Supplier and receipted into the Parts Dep't through the Stock Item & Order Receipt Process (refer Process Map P230 Stock Item & Order Receipt). At the appropriate time (e.g. Day prior to Repair Order booking) open the Service Parts Issue Entry window, select the Repair Order Branch and the Repair Order number all detail including Parts assigned to the Repair Order will be populated to the window. After confirming availability of all parts on the Repair Order select the Issue All button, complete the Workshop Sales Order Details as required and select the appropriate Print Options before activating the Accept Order button. Parts should be picked, packed and tagged for the respective Repair Orders and identified for later collection by the Service Technician refer to Business Rules for requirements such as the Technician signing the Picking Slip to record the receipt of the Parts. Removing Parts from a Repair Order From time to time it will become necessary to remove parts from a Repair Order and this may occur for a number of reasons such as early identification of incorrect parts, recognition that parts will not be required and so on where parts have not been physically issued to the workshop. In such cases the user is able to delete the relevant parts from the order. However, in those instances where parts have been physically issued to the Workshop Technician and some or all of them are not used and returned to the Parts Department the reason for their return must be clearly understood. Such Parts must be inspected to confirm there suitability for return to stock and appropriate action taken where parts are damaged or otherwise unsuitable for resale. Where parts are able to be returned to stock the action must be confirmed before the parts issue to the Repair Order is processed in line with any Dealership Policies applicable. Parts return should always be finalised ahead of the Repair Order being invoiced by the Service Department.

15 15 Issue Parts Requirements to Service Technician against Repair Order Service Technician Requests Parts to satisfy R/O Requirements initial and / or subsequent requirements The Service Technician will present at the Back Counter with the Repair Order and the Parts Requisition associated with the job (internal business rules will define the level of Parts Interpretation to be performed by the Parts Dep't) Business Policy P No Parts Issue without Repair Order Parts Department personnel must receive a copy of the Repair Order before any Parts are issued to the Workshop. Process Owner: Parts Interpreter Push Report P0020 Parts Workshop Margins below $x The Parts Counter Person will open the Service Parts Issue Entry window to display the following window (if parts have already been allocated to the Repair Order from earlier requests or populated from the Job Code these will display in the window) Always validate the name and address details displayed. If the Repair Order represents an Estimate the Quotation box (next to VIN Number, will be ed. (Refer next section below for Estimate processing)

16 16 Parts may be added to the Repair Order in a number of ways (Refer to Process Map P100 Parts Sales Order & Invoicing for more details) By entering the part numbers from the details provided by the Workshop. The Part number field allows for selection from a drop down list or a search using the SMARTSearch feature in UNITS. By using an Electronic Parts Catalogue (EPC) and importing the identified parts into the Repair Order By entering a Kit number set up relative to a specific Service Job Code. Entering the Part Number designated as a Kit will cause the Parts listed within the kit to be written to the Repair Order. By selecting an Existing Sales Order (Select S/Order Field) from which the part numbers will be written to the Repair Order. The system will prompt for the source order to be deleted / retained. Line Item Notes (Serial Number), Comments and Part Information At the beginning of each Parts Order Line there are three (3) buttons as follows: Selecting the Note button allows the recording of the Serial Number of the Part being sold or some other relevant detail specific to the line item. This information will be printed on the Sales Invoice: Selecting the Info button will cause the Parts Detail window to display:

17 17 Selecting the Comments button allows the recording of Comments relevant to the Line Item (e.g. Part specifically ordered ) and which will be printed on the invoice. Serial Numbers and Comments entered will be printed on the Invoice generated for the Customer when the job has been completed. Adding Parts to the Repair Order Entering / Selecting / Searching Part Numbers When the Service Parts Issue Entry window is opened a blank line is provided in the Parts on Order panel ready for the input of the part number. The part number may be entered from the source document (Parts Requisition etc.) or selected from the drop down list (if part of the number is entered the drop down list will display all parts starting with the entered values),

18 18 or searched using the SMARTSearch feature of UNITS. In addition an EPC can be utilised refer below. Verify the Job Code to which the part relates (if more than one Job Code is on the Repair Order selection will be available from the drop down list), modify the Quantity (if required UNITS defaults to a quantity required of 1 in all cases). If there is insufficient stock on hand to meet the quantity demanded UNITS will display the Current Out of Stock Resolution window.

19 19 It is important to recognise the reason for the display of this window and in this regard If the Quantity to be Resolved = 0 the window is alerting you to the fact that there are Related Parts associated with the ordered line item and you should determine whether these parts are to be added to the order If the Quantity to be resolved is greater than 0 then there is a stock shortage issue that needs to be resolved. The user must be aware that resolution of out of stock situations can be achieved by alternative means and that for every line item included in an order the Current Out of Stock Resolution window will appear for each occurrence of the condition. Consequently there is provision for the user to elect to suppress the display of this window if so desired by ing the Don t show again automatically for this transaction but in so doing there must be recognition that resolving Out of Stock Resolution issues becomes essentially a manual process. Be aware that the Out of Stock Resolution window will also stop related parts prompting. Always review, and adjust as necessary, the requested quantity (UNITS defaults the Quantity required at Order Entry to 1) before determining how the Stock Out situation is to be resolved. Next consider how this matter will be resolved and in this regard there are a number of options, all of which will be subject to internal policy and levels of authorisation. They are: Use substitute. Alternate or superseded parts Reserve stock included in an existing inbound Purchase Order Order specifically on either Emergency, Stock or Daily Order on the Supplier Initiate an Inter Branch Transfer A combination of the above When the issue has been resolved, click the SELECT button to return to the Parts Sales Order & Invoicing window to continue processing. Sales Value and Total price fields may be modified (check Business Rules for authorisations required to make such changes). Clicking in either field will present the following dialogue box: Changing the value in the New field will cause the system to recalculate the line item prices pro rating the price adjustment across all lines. If price changes result in the line item being sold at below replacement cost or target gross profit percentage the system will warn with the following message:

20 20 Users should refer to the Business Rules regarding approvals to sell below target gross profit levels and Replacement Cost. In certain cases a Part may have been included in a Special Price program in which case the user will be advised with the following message: Special Prices may be accepted or bypassed and the user may be authorised to stop the message displaying for other items in the current order. If the Do not show.. box is ticked the option selected for the current item will apply for any special price items in the balance of the order. Parts not on Dealer Part Master If the part number entered is not recorded in the Dealer Part Master file the system will generate the following message: The initial reaction to this message should be to validate that the data entered by the user is correct (if not then click NO and correct the error) and only after this step determine whether the part is to be added to the Dealer Part Master File in order to proceed with the transaction. Clicking No will return the user to the Service Parts Issue Entry window but clicking YES will result in the Stock Item Maintenance window appearing.

21 21 After selecting the appropriate Franchise Code and Supplier Code, Part Data will be extracted from the Manufacturer Master File and displayed for review and adjustment as required. At the same time the Supplier Code will be checked and if validation fails the following message will display. When the data is considered correct click the SAVE button to add the part to the Dealer Part Master file and return to the Sales Order and Invoicing window. Adding Parts to the Repair Order - By entering a Kit number or Sales Order Number UNITS supports the creation of a Kit Part Number (refer separate procedure for the creation of Kits) which allows the Kit Part Number to be entered in the Part Number field and for the parts associated with the Kit to be populated to the Parts detail panel. In addition a Sales Order can be created with the relevant Part Numbers contained in it. Entering or selecting the Sales Order number will populate the parts content of the order to the Repair Order. When this function is utilised the user will be prompted to retain / delete the applicable sales order with the following:

22 22 Once all parts are in the order the content should be reviewed and the Workshop Sales Order details completed: When selecting to print a Picking Slip the user has the option of printing all items or only those that are new or modified since the last time the transaction was saved. When all Parts details have been entered and supply issues addressed, click the Accept Order Button. Parts should be issued and picked for delivery to the Workshop Technician. Adding Parts to the Repair Order EPC (Electronic Parts Catalogue) UNITS allows users to import parts via an Electronic Parts Catalogue; via right-clicking and selecting EPC Import from the menu. Choose the manufacturer s file format and franchise code, then select the Pick List to be used.

23 23 Double-clicking on the filename will show the parts to be imported. Click OK to import the parts into the Parts Sales Order & Invoicing screen. Removing Parts from a Repair Order As above Page 14

24 24 Service Parts Issue Entry - Estimate Workshop Estimates are able to be managed through the UNITS Repair Order Estimate function. This function is, in effect, no different to raising and processing a Repair Order. The prerequisite to processing a Repair Order Quote in Service Parts Issue Entry is the classification of a Repair Order as a Quote. This fact is indicated to the Parts Dep't with the Quotation Indicator ed as shown below: Parts are added to the Repair Order Estimate as detailed previously in this section, Prices may be adjusted or Special Prices applied. Supply and / or Related Parts issues will be notified with the appearance of the Current Out of Stock Resolution window and care needs to be exercised here. If the Out of Stock Resolution window appearance relates to supply there is no guarantee that the Estimate will be accepted and the transaction subsequently converted to a full Repair Order. In this case the Current Out of Stock Resolution window can be suppressed for all subsequent line items in the Estimate having regard for the possible occurrence of related parts for other line items. When all Parts Dep't action has been completed notification must be provided to the Service Dep't to facilitate their further action.

25 25 Additional Order Entry / Management Functions In addition to the system functionality described above UNITS offers the following additional features to facilitate Order Entry and Management. The Service Parts Issue Entry window displays a number of buttons in the line item detail panel as highlighted below. The following notes describe the function and purpose of these buttons. Load Multi Parts Clicking the Load Multi Parts button will cause the following pop up to appear Part Numbers and Quantities are able to be entered to this window via bar code scanning, data entry or copy/paste from another application. Format for data entered to the pop up is part number, quantity quantity is an optional value. When data input is complete and the OK button is clicked the content of the pop up will be populated to the Service Parts Issue Entry (Line Item Details) window. Where the quantity was not provided in the pop up, the system will default the quantity ordered to 1. Where parts loaded have supply issues or special pricing is applicable the system will display the Current Out of Stock Resolution and / or Special Price Warning windows for action by the user.

26 26 Recalc OOSR Clicking the Recalc OOSR button will trigger the Current Out of Stock Resolution program enabling a review of all parts in an order where there are supply issues. This function can be utilised when particular orders are on hold pending resolution of supply issues and the user wishes to review any outstanding items. Standard functionality will cause the Current Out of Stock Resolution pop up to display for ALL parts in the order irrespective of the supply position however the display is able to be restricted to only parts with open supply issues through the setting of the NotShowOOSRWithSufficientAvailQty parameter OOSR Clicking the OOSR button will trigger the Current Out of Stock Resolution program enabling a review of the selected Part if there is an outstanding supply issue. Unlike the Recalc OOSR function this button relates to specifically selected parts. Issue All The Issue All button, when activated, will cause all parts on an order to be deemed supplied, even if there is no On Hand Quantity available to meet demand, and thereby enable the entire order to be invoiced to the customer. This function is useful where parameter settings allow Stock to be recorded as a negative it is not available when the parameter is not set and users will, in such cases be warned with an appropriate warning message. Where stock has been received in a physical sense (it has in fact been delivered from the supplier) but has not been received in a virtual sense (Stock Item and Order Receipt Entry Process has not been completed) then provided that authorisation has been set up and use of the function the part can be released and invoiced to the customer. The negative Stock will be rectified with the completion of the Stock Item and Order Receipt Entry process. Any outstanding negative quantities are subject to strict audit reporting and control processes. Clear All The Clear All button, when activated, will cause all parts entered to the order to be removed from the display. The system will immediately issue the following warning message to which the user must respond in order to continue. Clicking Yes will remove the line items.

27 27 If the user clicks the Accept Order button the system will respond with the following message. Clicking Yes will delete the entire order from the system. Exiting the program without saving will keep the order in its original form. Be aware that the action described above will not issue the Lost Sale prompt. Consequently is Lost Sales are recorded by the dealership alternative means of capturing Lost Sales information should be utilised.

28 28 Program Parameters The following notes define the parameters applicable to applications described in this Process Map. Service Parts Issue Entry Parameter Name AllowNegativeQuantities Branch CreateEmergencyPO DefaultEPCFranchise DefaultEPCVendor DeletePartAudit DisableBranchSel Parameter Function To specify a negative quantity for a line item. Valid Values: Y/N Default Value: N To set the default branch. Valid Values: A valid Branch Default Value: Blank If Y indicate to system to initiate the 'Generate Emergency Orders' prompt and the subsequent orders functionality. If N do not Valid Values: Yes or No Default Value: No To specify the default franchise when using the EPC Import function Valid Values: A valid Franchise Default Value: Blank To specify the default vendor when using the EPC Import function Valid Values: A valid Vendor Default Value: Blank To display reason for deletion popup box Valid values: Y (displays Audit reason for deletion popup box)/ N (popup box switched off) Default Value: N To prevent branch selection from being changed Valid Values: Y/N Default Value: N

29 29 Parameter Name DisableDeleteParts HidePartPrices NotifyIssuedPartsInd PartFranchise PartSearchByVehFranchises PrintPickingSlip ShowPartSales Parameter Function To control the deleting behaviour for the parts details line in ROMI Valid Values: Y: deleting part line is not allowed, N or not set: deleting part line is allowed Default Value: N Allow users to hide the Prices in the Part Detail section Valid Values: Yes or No Default Value: No To default the Notify Issued Parts checkbox; Y - the checkbox is ticked Valid values: Y/N Default Value: N Specifies a list of franchises, which a user is allowed to issue parts to. A comma should separate multiple specific franchises. When this parameter is used, the Total value field in Service Parts Issue Entry becomes un-editable Valid Values: A list of valid franchises Default Value: ALL Only parts within these franchises will be able to be searched for in the Parts Search by Vehicle screen. If the list is empty, all parts will be accessible Valid values: Comma separated list of any franchises within the system Default Value: Blank To default the picking slip print to Yes or No Valid Values: Y/N Default Value: N To open Parts Inventory Search when it is set to Y and Enquiry Part button is clicked, otherwise WebTrader Supplier Fast & Detail Part Enquiry will be opened. Valid values: Y/ N or not set Default: N

30 30 Parameter Name SingleSalesperson StkItmMntEnquiryMode StopNegOHQty StopZeroQty SuppressSpecialPricingMsg TransPreview Parameter Function To innitiate if the sales person controls all part lines or only assigned part lines as the current behaviour of the program. Valid Values: Y-The salesperson entered is assigned to all part lines and to the sales order itself and this reflects current fun To determine if the Parts Detailed Information program should be opened in Update or Enquiry mode when the Info button is clicked for the selected line item in the parts grid view of the parent program Valid Values: Y/N Default Value: Y The new parameter StopNegOHQty is not as restrictive as StopNegQty. It allows the user to issue parts as long as the dealer has them on hand. StopNegOHQty: checks on hand qty which is on hand qty + bulk bin qtytopnegqty: checks available qty which is on hand qty + bulk bin qty - wip - back_order - in_trans_qty. Apart from the above difference, those two parameters work in a similar way. If both parameters were set to Y then the StopNegQty will take precedence Valid Values: Y/N Default Value: N To stop user entering zero Order Qty Valid Values: Y/N Default Value: N To protect user from selling parts at lower price unintentionally, the behaviour will be reset when the screen is reset or any of the following such as: Branch, Cust No, Contact Code or Sales Order No is changed Valid Values: Y/N Default Value: N If Y the user has access to the Preview Transaction button which gives them the chance to produce the credit note and choose to discard the credit note or not. If N the button is not visible Valid Values: Y/N Default Value: Y

31 31 Picking Slip Report Parameter Name DefaultPartBranch Parameter Function To set a default part branch Valid Values: Any Branch Default Value: None