Presentation on theme: "QuestDirect.org Introduction Kevin Pahnke – B2B Integration Team Leader for Appvion, Inc. Work with trading partners on a variety of B2B integration opportunities."— Presentation transcript:
QuestDirect.org Introduction Kevin Pahnke – B2B Integration Team Leader for Appvion, Inc. Work with trading partners on a variety of B2B integration opportunities Company has used JD Edwards since 2002 (XE) Upgrade to 9.1 in May of 2013 NOT a seasoned JD Edwards developer (work on the fringes) email@example.com
QuestDirect.org Introducing Appvion, Inc. Appvion, Inc. creates product solutions through its development and use of coating formulations, coating applications and microencapsulation technology. Founded in 1907 in Appleton, Wis., on site of its current headquarters Employs 1,700 people and has manufacturing facilities in Wisconsin, Ohio and Pennsylvania Sells into more than 70 countries; 2012 net sales were $850 million Has been a 100% employee-owned company since 2001
QuestDirect.org Appvion U.S. Operations 3 Wisconsin Company headquarters, coating and converting plant, and distribution center in Appleton; capsule plant in Portage Ohio Coating plant in West Carrollton and distribution center in Monroe. Pennsylvania Pulp and paper mill in Roaring Spring and distribution center in Harrisburg Distribution center Kansas City Atlanta Portland Los Angeles Manufacturing facility
QuestDirect.org Thermal Paper Products Appvion is North Americas largest producer of direct thermal media Our thermal products are used for –Point-of-sale receipts and coupons –Entertainment & transportation tickets –Lottery and gaming tickets –Tags, label and charts 4
QuestDirect.org Carbonless Paper Products Appvion is worlds largest producer carbonless paper, a product we helped introduce in 1954. Appvion is the sole producer of the worlds leading brand of carbonless paper, the NCR PAPER* brand. Our carbonless paper products are used for multipart business forms such as invoices and purchase orders. 5 *NCR PAPER is a registered trademark licensed to Appvion, Inc.
QuestDirect.org Security Products Appvions security products contain features that resist forgery, tampering and counterfeiting: –Watermarks & taggants –Embedded threads and fibers Our products are used to make checks and secure business and government documents.
QuestDirect.org Encapsys Microencapsulation Appvions Encapsys ® division applies the companys extensive knowledge of the microencapsulation process in creative and collaborative ways. Encapsys is working with partners in agricultural, paints and coatings, food, building and construction, paper, textiles, personal & household care, adhesives, and oil & gas industries. 7
QuestDirect.org Background Customer service processes around 1200 total line items per day. 13 CSRs to take and schedule all types of orders. 55% of the line items are received electronically. One person is dedicated each day to electronic orders Merchant customers place orders in the afternoon, once they have accumulated orders from their customers. This accounts for over half of the EDI line items entered daily Stress on customer service to complete orders by 5:00PM Customers are awaiting acknowledgments. Many expect them within 1 hour of order placement. Calls made to CSRs to confirm
QuestDirect.org Between 600 and 700 Order Lines per day via EDI/Web
QuestDirect.org Event held in late 2011 to enhance EDI ordering processing. Purpose was to determine ways in which waste could be removed from the process. Event focused all EDI and Web Site orders (both processed as EDI) CSRs were spending much time reviewing orders that had flagged as in error during processing, forcing manual review and entry. The one CSR assigned to EDI orders had a difficult task since they must deal with over half of the line item volume Kaizen Event
QuestDirect.org State before Kaizen Orders are mapped to the EDI Input tables by IBM B2B Integrator one minute before the batch process executes (F47011, F4714, F47012, F4715). CSRs do not modify data using P47010 (Work with Inbound EDI Orders) EDI Batch Process (R5547011) is scheduled to run every 20 minutes between 7:00AM and 6:00PM. Updates orders as successfully processed regardless of error conditions. The report prints automatically to a printer in the customer service area. One CSR is designated for EDI Orders on a daily basis. Their function is to pick up the report, review all errors, and manually enter the information from the report into JD Edwards. Approximately 75% of orders processed were not added due to some type of error. Many only were rejected due to one or two items that were in error, resulting in late order acknowledgments and customers calling about order statuses.
QuestDirect.org Example: Entire order rejected due to error we want CSRs to address
QuestDirect.org Future State Reduction in number of errors on batch report (cleanup) Increase frequency of EDI Batch Process (R5547011) from every 20 minutes to every 10 minutes Add line items not in error for each order to JD Edwards, not rejecting the entire order Allow selected orders to auto-schedule if there are no errors. CSR would not have to click the Place Order button for orders that process cleanly. Do NOT auto-schedule orders with detail text on line items Create the acknowledgment automatically for auto-scheduled orders Devise a more efficient method for delivery the report for processed EDI orders rather than printing the report after each processing run
QuestDirect.org Actions Taken Created another UDC in P00092 (Work with Supplemental Data)
QuestDirect.org Entry is for SHIP-TO customer. Gives CSRs control over which customers orders can be auto-scheduled. Some require additional review.
QuestDirect.org Processing Changes in R5547011 (EDI Inbound Purchase Order Edit/Update) – Non Auto-Scheduled Orders Order is created for lines without errors and the lines are placed in a next status of 521 (Send Order Acknowledgment) Remaining order lines are reviewed by CSRs for errors and added manually to the order Order is manually scheduled in JD Edwards when complete to generate the order acknowledgment Supplemental data is checked to determine if ship-to customer is an auto- schedule customer
QuestDirect.org Example of a non auto-scheduled order
QuestDirect.org All lines added for the order, awaiting scheduling by CSR.
QuestDirect.org Processing Changes in R5547011 (EDI Inbound Purchase Order Edit/Update) – Auto-Scheduled Orders Supplemental data is checked to determine if ship-to customer is an auto- schedule customer. If so, a notation is made on the report for this order. If an auto-schedule customer and there are no errors, the order is scheduled. The line items are at a last status 530, next status 533 (Approve Load). At this point the order is ready for planning by our traffic department During the auto-schedule function the Order Acknowledgement UBE (R5542566) is called to generate the acknowledgement (FAX, EMAIL, EDI) automatically. The EDI extract for order acknowledgments occurs two minutes after R5547011 executes, we will turn around the order acknowledgment just after the order is added.
QuestDirect.org Example of an Auto-Scheduled Order
What happens in WSJ (Work with Submitted Jobs) R5547011 executes at 12:50:04 Calls R5542566 twice to generate acknowledgments for two orders that were auto-scheduled
QuestDirect.org Example where ship-to is set up for auto-schedule but error encountered
QuestDirect.org Line item 1 was added successfully, but since the auto-schedule did not execute, the line is left at a next status 521 until customer service investigates the error and adds the additional line.
QuestDirect.org Results since implementation Since the process runs every 10 minutes, the calls related to late order acknowledgments have dropped considerably. Most are now transmitted within the hour Hours per day saved by customer service teams on re- entry of information, error checking Vast reduction in errors due to information added correctly the first time. Estimated cost savings of approximately $1500/week due to increased efficiencies
QuestDirect.org Sample Day of Orders – Results of Modifications 142 orders, 613 items – 66 line items contained an error (11%) 62 orders auto-scheduled, 221 items auto-scheduled 44% of electronic orders required no action by CSRs in JD Edwards 216 items would have required manual entry due to these errors. Because of the change, only the 66 must be addressed, a reduction in manual entry of 69% Adding Lines Not in Error Auto-Scheduling Feature
QuestDirect.org Upcoming enhancements to the process Discontinue printing the results from R5547011 Created another UBE that calls R5547011 and breaks on customer P.O. number Each P.O. is an individual unit of work and is distributed to an email address through our Customer Interaction Center phone network. Will evenly distribute EDI orders to individual CSRs and allow all to participate in the processing of these orders Customer service has now been divided into groups by Value Stream. Carbonless Rolls, Carbonless Sheets, Thermal TLE, and Thermal POS are all separate value streams. Will make changes to JD Edwards to identify customers by primary value stream, then the UBE will be modified to distribute by this new identifier
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