The document below describes how ByD can be used to manage an inhouse repair process starting from a service request, returning parts, repairing them and sending them back to the customer.
Step 1 – Create a Service Request:
WoC Service Desk – Common task ‘New Service Request’: Enter Reference Product, because this will be checked later when you manually link the return document with the service order (see step 6).
Remark: The process could also start with step 2, but the service request ID could be used as a kind of RMA ID, which then can also be entered in the internal notes field of the Customer return notification document as a reference.
Step 2: Create Customer Return Notification. Goro WoC Inbound Logistics – Common task ‘New Customer Return Notification
Important: Enter follow-up Activity: Repair at Own Service Center in step 2 of the guided activity. This will do two things:
- Goods will be still externally owned, even when visible in your stock overview.
- References do not need to be maintained for that item.
Step 3: Perform inbound process: As a result the returned part will be shown in the stock overview owned by the customer. In addition a return document will be created automatically. See WoC Service Orders, View Returns.
Step 4: Repair returned part.
- Create a service order from service request and plan the repair process by adding items for services and spare parts needed to repair returned part, if already known.
- Release service order to service execution.
Step 5: Confirm and complete the service execution for the service order in the work centers ‘Field Service and Repair’ and ‘Service Orders’ with the standard process for service orders.
Step 6: To enhance transparency link the service order to the returns document as follows: Edit the returns document, select the item for the returned part and perform action ‘Assign Reference’. Enter the respective Service Order ID and click o.k., even if the system complains, that it does not find any order with that ID. The service order information is then visible in the returns document item details (see screen shot in step 7). In addition the link between service order and returns document is visible in the document flow.
Step 7: In the same ‘Returns’ UI you can trigger sending the repaired part back to the customer with the action ‘Request Outbound Delivery’.
Step 8: Do the outbound delivery from the Delivery proposals list in the WoC Outbound Deliveries. The document flow now gives a good overview of all involved documents.
Step 9: Invoice the customer based on the service execution.