1. Template v7 January 30, 2013 1 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 1 LN: v10.4 Managing the Integration Between Service and Quality Management Rollout training Campus Course Code: 02_0021040_EEN0456_ELN July 2014 Gerrit Willem Slotman, Senior Business Analyst, gerritwillem.slotman@infor.comgerritwillem.slotman@infor.com

2. Template v7 January 30, 2013 2 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Agenda Why Big picture Business value Pain & perspective Business Requirement How Solution Overview Solution Process What Solution Details Demo Summary

3. Template v7 January 30, 2013 3 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Non-Conformance Reports – the bigger picture Compliance Management systems: Quality - ISO-9001 Safety – AS 4801 Environmental - ISO -14001

4. Template v7 January 30, 2013 4 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Perspectives - example

5. Template v7 January 30, 2013 5 Copyright © 2013. Infor. All Rights Reserved. www.infor.com The business requirement Create Non-Conformance Material Reports from Service Link and existing NCMR to Service objects Link a Disposition to a Service object http://www.camstar.com/resources/glossary/definition-of- nonconformance-management/

6. Template v7 January 30, 2013 6 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 6 High level Process

7. Template v7 January 30, 2013 7 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Call Non-Conformance - Disposition Service Order Maintenance Sales Order Work Order Batch Repair Work Order Supplier Claim Customer Claim Solution Overview Manual Link select NCMR/Claim Manual Link Create Non-Conf Manual Link 2 3 4 5 69 7 8 Service Order Activity Work Order Activity Out of Scope Materials Material Resources

8. Template v7 January 30, 2013 8 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Solution: the process

9. Template v7 January 30, 2013 9 Copyright © 2013. Infor. All Rights Reserved. www.infor.com 9 Demo

10. Template v7 January 30, 2013 10 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Demo Create a NCMR from an Outgoing Subassembly Link an existing NCMR to a Claim

11. Template v7 January 30, 2013 11 Copyright © 2013. Infor. All Rights Reserved. www.infor.com Summary: Back to the bigger picture: Forced by government regulations like e.g. FDA Forced by (potential) customers Summary of: Business Value Pain: not compliant, non-structured process Perspective: satisfied customer(s), new market share, more revenue, being compliant

12. Template v7 January 30, 2013 12 Copyright © 2013. Infor. All Rights Reserved. www.infor.com