Introduction

The Warranty and Service system facilitates the control procedures of jobs received for repair and warranty. Internal Jobs Processing is for internal use and is used to book in Service jobs either chargeable or under warranty to be repaired by internal workshops. External Jobs Processing or Warranty Claims from Service Centres, is used to record claims from external agents.

Purpose of this guide

This guide provides an overview of the processes in Warranty & Services module and the concepts, process flows and step-by-step instructions on how to perform various tasks within the Warranty & Services system.

Note

The information in this guide is based on the Iptor IP1 standard Warranty & Services process. While care has been taken to ensure that the content is clear and accurate, the flexibility and easily configurable nature of Iptor IP1 makes it almost inevitable that your system will be changed to meet your unique business requirements. As a result, the procedural topics in this document may not accurately reflect your system; however, they will serve as:

Valuable guidelines for determining how you want your system to work.
A solid basis for writing your own standard operating procedures.

How this guide is organised

This guide is organised into the following sections based on processes supported by Iptor IP1 Warranty & Service module.

Internal Jobs Processing

The Job Card Book In program is used to record initial Customer and Repair details with a unique, system defaulted or manually allocated job number. Quotations can be produced for customer approval prior to work being carried out on chargeable jobs. Repair History is kept which means details of recent repair jobs including the customer, model; fault details, labour, parts and other warranty can be retrieved. Technician responsible for the repairs is kept on record.
A text facility is available for recording customer comments and requests and there is also provision for confidential/technicians comments aimed at the workshop personnel. Once a Job has been entered into the system, depending on the workshop procedures, a Job Card can print immediately or at a later date. Job Cards can be designed with Receipt tear offs or Receipts can be produced when items are handed in for repair and Job Cards printed at a later date.

External Jobs Processing/Warranty Claims

Warranty Claims is used to enter Job Claims made by Service Agents who have repaired items that are under warranty. Once a claim has been entered it can be tracked and maintained while in progress, with multiple levels of approval authority where claims are outside business parameters. Business parameters are established in the pending system. Service Centre Warranty claims can be electronically uploaded.

Warranty Claims interfaces to Parts Inventory, Accounts Payable, Accounts Receivable and General Ledger. Standard charges can be assigned by Model, Model Group, and/or type of Repair performed (Repair Code or Fault Group) as well as Service centre or Service Centre Groups. The Charge Hierarchy can be broken down to Model or Customer level. Serial Number Structures are validated via Serial Number mapping where the definition of the product serial number is recorded for various models. Any mismatched entries will pend for further review.

How an Agent or Service Centre is paid for part or labour is defined via a preferred Payment Method code which includes payment methods such as; Cheque, account credits and replacement parts to be issued in lieu of payment. Payments are processed as part of the Warranty and Service month end process.

Reporting is available on repair history and fault analysis, agent claim versus authorised claims and parts used analysis. The system facilitates automatic generation of mail correspondence for warranty claim queries or the notification of the rejection of claims. The Warranty Claims system is designed to streamline and simplify the External Service Centre claims process.

Claim entry & maintenance
Warranty claims EOM interface

Maintenance

Initial Parts System

Model Receipting

Reports

Inventory Status by Month (WSR020) lists the inventory status of models either in the current or previous period.
Previous Jobs Report (WSR040) lists all or selected job cards that are held on the system, and their entries.
Productivity Report (WSR015) provides details on technician productivity, by model summary levels, for a given financial period. Warranty work, out of warranty work or a combination of both can also be shown.
Backlog Report (WSR145) gives details of outstanding jobs and writes records to a workfile to be sent to the PC.
Outstanding/Completed Jobs (WSR010) lists all outstanding or completed jobs in model sequence.
Units Being Repaired (WSR075) lists units being currently repaired.
Letter Print (WSR045) lists the range of unprinted quotes/letters.
Parts Usage by Model (WSR024) provides an analysis on the spare parts usage by individual model.
Completed Jobs Based on Usage or Non Usage (WSR175) reports on jobs that have parts issued against jobs that have no parts issued against them.
Model Repairs against Sales (WSR006) shows a model’s repairs versus its sales on a month to date and year to date basis.
Sales/Repair Analysis Report (WSR055) presents an analysis of sales versus repairs, by model.
Repair Age Analysis Report (WSR065) provides a repair quantity for a group of models broken down over three monthly periods.
Fault Analysis Report (WSR060) provides an analysis of the recorded fault codes by model.
Analysis By Model Group & Model 2 (WSR091) analyses repairs by model group and model level 2.
Scrapped Vs Repair (WSR160) compares scrapped units versus repair units. The definition of a scrapped unit is user defined in a control File. TMSWS/WSR160.
Revenue and Cost report (WSR170) lists the amount charged for a job and the actual cost of doing the job. The report can be run at various levels of details from a summary by model group to detail by job.
Job Charges Report (WSR155) by service centre, completed period/date and work performed (inc/exc). give total charge amount remark facility derive information from selected work code text file output only, no report.
Service Job Detail Report (WSR085) provides detailed information for each service jobs, by Service Centre, displaying Model level hierarchy, Serial Number, Job no Job status, Trade and Base amounts for Qty, Net, Taxable and Total values.
Shipping Detail Report (WSR095) lists shipping details(completed jobs ready for despatch) for Warranty and Service.
Warranty Cost/Sales (WSR005) reports on the warranty cost or sales values for a month.
Warranty Expense Details (WSR025) retrieves warranty expense details and prints them by service centre.
Warranty Repair Details (WSR030) is a concise report retrieving all repair information that relates to warranty jobs.
Turn Around Time Report (WSR165) provides turn around time details between the time the unit is worked or until the job is completed or despatched. This is available in a report form and file that can be sent to the PC.
Work Code As A % Of WIP (WSR140) provides analysis of each work code as a percentage of WIP. These work codes are user defined in a control file.
Work Code Analysis (WSR150) compares the work codes against each completed job by service centre, completed period/date and work performed (inc/exc).
W/S Yield Report (WSR135) runs for a range of service centres, model groups, completion dates and completion periods. The Service Text file records selected for processing are based on the service centre code and job numbers from Service detail file for the requested model groups, completion dates or completion periods. The Service Text file records processed are those where work code and repair code is one of those work codes that will be defined in the new control file TMSWS/WSR135.
Work Code As A % Of WIP (WSR141) provides analysis of each work code as a percentage of WIP. These work codes are user defined in a control File.