Process Map McIntosh and Son Revision Date 10 th August Service Module Process Code: W070 Workshop / Service Machine Maintenance

Transcription

1 Process Map McIntosh and Son Revision Date 10 th August 2016 Service Module Process Code: W070 Workshop / Service Machine Maintenance

2 2 Contents High Level Process Definition... 3 Business Policies... 4 Registration Number Naming... 4 Service Cycles... 4 Workshop Machine Maintenance... 4 Workshop Machine Maintenance... 5 Statement of Work... 6 Introduction... 6 Sold Machine Transferred to Workshop... 7 New Machine Added to Workshop... 8 Maintain Workshop Machine Record Outstanding Repair Orders Invoiced Repair Orders Merge to Reg. tab Reminder tab Disabling Tab Visibility Data Review and Cleanse... 17

3 3 High Level Process Definition Process Name Process Intent Process Owner Process User Process Starts with Process Ends with Process Customer WORKSHOP / SERVICE MACHINE MAINTENANCE To maintain the status and condition of Machines in the Workshop / Service Modules Service Manager Service Manager Service Administrator (1) Machine brought into Stock as a Stock Unit OR (2) Machine classified as a Stock Unit sold OR Machine not sold or previously dealt with presented for Service All Machine details maintained in a current state Machine Owner Service Department personnel Machine Sales Personnel

4 4 Business Policies The following Business Policies are applicable to the execution of the processes defined and referred to in this Process Map. Business Policy W Registration Number Naming When a new service Machine is created, if must follow the following naming convention: Branch Letter (G Geraldton) Department (S Service) Next number in sequence Using this structure, the registration will display as GS1223 Process Owner: Group Admin Business Policy W Service Cycles When adding a new service Machine into Equip, it must contain a Service Cycle. Staff should update the Service Machine to display one of the following Service Cycles, appropriate to the Model Type being created: Construction & Grounds Care Equipment 90 days Tractors & Sprayers 180 days Harvesters 270 days Process Owner: Service Manager/Service Admin Business Policy W Workshop Machine Maintenance When a workshop vehicle is created for a service vehicle (i.e.: not traded in by ourselves) and there is a matching VIN or Serial number in the same or another branch, service history is not to be merged, unless prior written consent is received by the previous owner. Process Owner: Service Manager/Service Admin

5 5 Business Policy W Workshop Machine Maintenance VALIDATE OWNERSHIP: Confirm that registration number owner details are correct. Liaise with the Service Manager and or Branch Admin. Some units may be sold privately and our records will not reflect the actual current owner. Attempt to identify the current owner, if the unit is still in your area, then update account details in service Vehicle Maintenance. If a unit has been sold interstate change the Next Service Date to 01/01/3000 and Change the Driver details to UNKNOWN. Process Owner: Service Manager/Service Admin

6 6 Statement of Work Introduction Within the Workshop / Service Module of EQUIP Machines are identified as belonging to one of two groups, namely Stock Units which are Machines recorded in the Stock Units / Machine Module, and Workshop Machines which are customer owned. Machines will find their way into the Workshop Module in the following ways Transfer from the Multiple Stock Unit Sales Entry (MUSE) program (controlled by Sales / Administration) (refer Process Map V120 - Multiple Stock Unit Sales Entry for further details). Manual data entry to the Workshop Machine Maintenance window for Machines not sold by the Dealership. Open the Workshop Machine Maintenance window.

7 7 Sold Machine Transferred to Workshop When a Stock Unit sale is finalised all data associated with the unit is completed by the Sales Department and subsequently transferred to the Workshop Module as a Workshop Machine. The transfer of the Machine should be notified, at the time it happens, to the Service Department by the Sales or Administration Department, in order that action can be taken in Service to ensure that all required information has been recorded and transferred and, if there is any missing data, that it is a. Recognised b. Action taken to collect the data and update the record (refer Maintain Workshop Machine Record below) In addition, the notification of the sale of the Machine enables the Service Department to initiate Customer Contact and to establish an ongoing relationship with the customer. In this contact, details such as Dealership Contact Names and Numbers, Booking Procedures and so on can be provided as required and the Aftersales Service aspect of the transaction demystified for the customer.

8 8 New Machine Added to Workshop From time to time customers with no prior association with the Dealership will bring their Machines / equipment for service and repair or existing customers will bring Machines / equipment acquired elsewhere for service and repair. The first indication that there is no record for the Machine (other than being advised by the Customer) is the fact that the Machine Identification (usually Registration Number) will not be found when the Service Administrator enters that detail to the Repair Order Entry window and the following message is displayed. Selecting Yes will open the Workshop Machine Maintenance window with the new Machine registration number displayed. This window is also accessible directly from the Menu if desired.

9 9 If the Machine is owned by an existing customer Enter / Select the Driver Code otherwise complete the Driver Details panel to the extent possible before clicking Save EQUIP will assign a Driver Code for the Machine.

10 10 Alternatively, clicking the ellipses button beside the Driver Code field will activate the Contact Code Maintenance window enabling the Contact Details to be completed and saved. Complete the Account Details panel by selecting an Account Number. If the customer wishes to establish credit trading terms with the dealership ensure that the appropriate Credit Application is completed and submitted for approval in line with internal policy. Complete the Machine Details panel by Entering / Selecting the appropriate Franchise Code. Make, Model and Variant Codes will be populated from data entered in the Other Details tab. Complete any Warranty and Reminders / Notes that are available. Activate the Other Details tab.

11 11 Complete, to the extent possible, as many of the fields relative to the Machine (Machine Base Details and Engine / Transmission. Enter the Year of Manufacture, Make, and Model etc and click Retrieve to display all Machines meeting the selection criteria. Select the Machine that meets requirements and click Select to extract the Machine Details, Price and Options. The user is able to Select / Deselect Machine Options and when satisfied that the data should be populated to the Workshop Machine Record click OK. Complete, to the extent possible, the Current Owner Status panel. Since this is a new Machine the Outstanding and Invoiced Repair Orders tabs will have no data and these will be referred to in the next section Maintain Workshop Machine Record. Notes, Images and any Alerts associated with the Machine / Driver can be recorded in the Notes / Images tab. When creating New Machine / Customer records consider providing to the customer the Dealership Contact Names and Numbers, Booking Procedures and so on. At the same time consider advising other Departments that a new customer has been obtained thereby providing opportunities to enhance the customer experience and improve customer retention opportunities.

12 12 Maintain Workshop Machine Record There are numerous reasons why a Workshop Machine Record will need to be maintained including, but not limited to, Contact Details change, Account Details Change, Reminders / Notes require editing, and Alerts are required and so on. All maintenance to a Workshop Machine record should be closely controlled and monitored and an adequate audit trail maintained to support the changes. Open the Workshop Machine Maintenance window. Identify the data maintenance required and activate the appropriate tab to access the relevant fields. Perform the required maintenance and click Save. Several tabs in the Workshop Machine Maintenance window offer visibility of additional data that will be useful to users as follows

13 13 Outstanding Repair Orders This tab displays details of Outstanding Repair Orders associated with the Machine. Double click on a displayed line will open and display the Repair Order. Clicking on the Technician Job Codes button will display the Technicians working / worked for each Job Code on the highlighted Repair Order. Clicking on the Job Code Details button will display a breakdown of the Job Codes for the highlighted Repair Order. Clicking the Technician Work Hours button will display the Job Codes and Technicians hours for the highlighted Repair Order.

14 14 Invoiced Repair Orders This tab displays the Repair Orders associated with the Machine that have been invoiced. Double click on a displayed line will open and display the Invoice. Clicking on the Technician Job Codes button will display the Technicians working / worked for each Job Code on the highlighted Repair Order. Clicking on the Job Code Details button will display a breakdown of the Job Codes for the highlighted Repair Order. Clicking the Technician Work Hours button will display the Job Codes and Technicians hours for the highlighted Repair Order. Notes / Images tab This tab is where additional information about each Workshop Machine can be recorded. Alerts for the SysNotes Service are also entered here. Enter any Notes in the Notes text box. This information is only being displayed on this tab. Enter any Alerts. This information is displayed to users by the SysNotes Service when the Machine is selected.

15 15 To attach a new image, right click and Add a new line in the Vehicle Image List panel, click the Browse button and locate the filename and path. All images need to be saved in the appropriate folder on the UNITS data directory on the Server held at Redcliffe. Please consult your Branch Administrator for specific details of the file location. To open a highlighted attachment, click Open. The image will open in the default Windows application for that file type. Merge to Reg. tab This tab supports a utility designed to merge Machine service history whereby, if the same Machine has two service histories they can be merged into one. The Merge from Reg field will default from the Registration Number selected in the Workshop Machine Maintenance window this cannot be modified. The user enters / selects/ searches the Target Registration number before clicking the Merge button to consolidate the records

16 16 Reminder tab This tab displays all the service reminders for the selected Machine. Users have the option to record customer activity i.e. customer attended or responded. Disabling Tab Visibility Each of the tabs referred to above is able to be disabled to meet business requirements by way of a parameter setting. Refer Program Parameters section below and in particular notes relating to the parameter DisableTabs.

17 17 Data Review and Cleanse In order for any system to operate correctly and provide the business support for which it was designed it is essential that the data relating to the applications is of the highest integrity. From time to time it is not unrealistic to accept that Workshop Machine Records may be corrupted or possibly duplicated and consequently it is advisable to define a process whereby the data integrity of the system is maintained. For assistance in this respect contact your Group Administrator.