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Template V.16, July 19, 2011 System i Service Management Overview Pete Stamm, Founder, RMB Solutions
Template V.16, July 19, 2011 Service Management Allows manufacturers to effectively manage their post sales service operations to provide improved customer satisfaction while reducing costs Copyright © 2008 Infor. All rights reserved. www.infor.com.2 2
Template V.16, July 19, 2011 Pain Points Multiple independent systems Lack of integration between systems Lack of data standards Lack of communication between service departments Poor communication with customers Warranty and contract expense Lack of a system to support the Service Organization as a profit center Copyright © 2010 Infor. All rights reserved.3
Template V.16, July 19, 2011 Business Processes Supported Field Manufacturing – installation RGA/RMA Repair Depot Service Order – Field Service Call Center Part Sales Customer Claim Vendor Claim Issue Management Copyright © 2011 Infor. All rights reserved.4
Template V.16, July 19, 2011 Business Processes Supported Credit Processing Coverage Primary Warranty Extended Warranty Repair Warranty SLA – contracts On-line registration Reporting and metrics Copyright © 2011 Infor. All rights reserved.5
Template V.16, July 19, 2011 Features Incident Management Project Management – installation Work Order Management Field Service Repair Depot Remanufacturing Preventive Maintenance (PM) to support contracts Templates and Item Process records RMA Management Claim Management Copyright © 2011 Infor. All rights reserved.6
Template V.16, July 19, 2011 Features Warranty and Contract Management Inventory Management Issue Management Knowledge Management Metrics Web Page API Copyright © 2011 Infor. All rights reserved.7
Template V.16, July 19, 2011 Benefits Reduced costs Warranties, utilization, material, vendors Increased revenue Service contracts Improved customer service Warranty claims, information, turn around Reduced product downtime Improved customer expectations and retention Improved quality data Effective warranty and contract management Copyright © 2011 Infor. All rights reserved.8
Template V.16, July 19, 2011 Benefits Streamline service transactions Communication both internal and external 80% call reduction Automate transactions with customer and outside parties Analyze Reporting Graphing Key performance indicators Forecasting Portal/dashboard Copyright © 2011 Infor. All rights reserved.9
Template V.16, July 19, 2011 XA Service Management Copyright © 2008 Infor. All rights reserved. www.infor.com.10 Infor System i Service Management Contracts Knowledge Base Field Service Operations Serial Number Management Inventory Management Incident Management RMA and Repair Management Customer Claims Vendor Claims Incident recording Internal and external Call center Recall Retrofit Customer notice Warranty Management Primary Extended Repair Service Contracts Repair order Mgmt Integrated quote process Spare Part Orders Credit processing Dispatch of technicians Service Order Management Preventive Maintenance Schedule Integrated warehouse Non-integrated warehouse Warranty Cost Tracking KPIs Forecasting Status Reporting Dashboards Lifecycle management Item traceability Automated process Financial Settlement Automated process Financial Settlement
Template V.16, July 19, 2011 SAMPLE BUSINESS PROCESS FLOWS Survinging and Thriving in a Difficult Economy Process Flows
Template V.16, July 19, 2011 CALLCENTERFLOWCALLCENTERFLOW
17Copyright © 2008 Infor. All rights reserved. www.infor.com. Web-based Technology 17 Web communication with Customers: Warranty registration Request for RMA RMA status Claim processing Databases DB2 SQL Server Oracle
Template V.16, July 19, 2011 18Copyright © 2008 Infor. All rights reserved. www.infor.com. XA Integration Integration
Template V.16, July 19, 2011 System i Integrations Today (XA) Creation of XA Customer Orders Creation of Manufacturing Orders Creation of Purchase Orders Creation of Credit Memos Application of Price Books Options for order processing Master and code files Inventory invoices Copyright © 2011 Infor. All rights reserved.19
Template V.16, July 19, 2011 Additional Integration Points Customers Customer Orders FOB Codes Inventory Transactions Item Availability Item Classes Ledger Codes Payment Terms Customer addresses
Template V.16, July 19, 2011 Additional Integration Points Planners Price Books Price Codes Products Purchase Orders Features & Options Routings Salesman Serial numbers
Template V.16, July 19, 2011 Additional Integration Points Shipments States Units of measure Vendors Warehouse/location Work centers
Template V.16, July 19, 2011 Components Bins Buyers Carriers Countries Currency Codes Customers Addresses Price Codes FOB Codes Invoices Item Availability Inventory Item s Item Classes Ledger Codes Manufacturing Orders Payment Terms Planners Price Books Product Features & Options Products Salesmen Serial Numbers Shipments States Units of Measure Vendors Warehouses Work Centers Integration
Template V.16, July 19, 2011 System i Service Management Case Study Mark Speciale, Moseley Associates, Inc.
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Parts Disposition on Service Orders - a custom solution Pieter de Bruyn Session: 4005.
FUJITSU AMERICA Cover Page 11 VENDOR BILLBACK SOLUTION Shyam, Sr. Consultant, Fujitsu America Inc.
Template v5 October 12, Copyright © Infor. All Rights Reserved. 1 Infor LN 10.4 Invoicing - Advance Invoicing Enhancements Rollout.
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Template v5 October 12, Copyright © Infor. All Rights Reserved. Baan-to-LN Differences Training “Multi-site and Common Data”
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SCENARIO EXPLORER Introduction Basic Design Scenario Graphic Navigation Pane Content Area The Scenario Explorer provides you with comprehensive information.
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Online Tenant Request System Reliable and accurate, the IMPAK online tenant request system significantly reduces telephone time and paperwork.
1 Enterprise Systems. Learning Objectives Describe enterprise systems Describe enterprise resources planning (ERP) systems Explain the organization value.
Infor Confidential Template V.25, March 9, 2007 Copyright © Infor Global Solutions Infor EAM Overview Dwayne Maxwell, EAM Business Solutions.
Customer ManagementCustomer Management Service/Project ManagementService/Project Management Contract ManagementContract Management Parts Inventory ManagementParts.
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Template v7 January 30, Copyright © Infor. All Rights Reserved. 1 LN: v10.4 Subcontracting with Material Flow in Service Overview.
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