1. MAX Warranty Tracking
Vince Stefanetti, Exact MAX Americas Trainer

2. Introduction
MAX Warranty Tracking

3. References PDFs installed with your system Exact Customer Portal
12/3/2018
Warranty Tracking

4. Warranty Tracking
The MAX Warranty Tracking Module provides the tools to manage the entire warranty process efficiently and effectively.
Return Material Authorization (RMA) capabilities
Control and monitor costs
Keep service levels high and plan for future warranty liabilities.
Failure Analysis reporting feature captures data that can help identify and eliminate problems in your RMA process.
Warranty Tracking

5. Warranty Tracking
Every time a shipment is made, a record of that shipment is created. If a customer calls wishing to return a defective unit, MAX displays the warranty status of that unit when the RMA is issued.
Once the RMA is issued, it can be tracked through the entire process, providing up-to-date status on:
 Incoming units from customers
 Repair orders for returned units
 Shipments of repaired or replacement units that are owed to customers.
Warranty Tracking

6. Warranty Tracking
Warranty costs can be monitored and controlled with Shop Floor Control and Costing Modules.
Defective units are repaired, failure data can be captured and reported.
Consistent problems can be identified, helping engineering and manufacturing get to the root cause and eliminate the problem.
If a problem was ever serious enough to warrant a recall or retrofit, the customers who received the defective units can be quickly identified and contacted.
Warranty Tracking

7. Warranty Tracking
The Warranty Tracking Module helps keep service levels high, warranty costs low. It also helps to identify and eliminate design and process problems resulting in increased customer satisfaction and higher profits.
Warranty Tracking

8. Set Warranty Next Order Number and UDF Fields
System Manager Setup
Add Security
Set Warranty Next Order Number and UDF Fields
Update Warranty Part Data in Part Sales Tabs in Sales Order Processing
Warranty Tracking

9. Maintain Ship History Warranty Tracking Maintain Ship History.
To create a Ship History record, an order number must be formatted as follows: xxxxxxxx – xx – xx -xxxx. Order numbers may contain any alphanumeric character. The order number must be associated with a valid Customer ID and a Part ID with ship history flag “ON”.
Existing ship history, browse and choose by double clicking the Order Number box.
Double clicking the Customer PO box displays all orders with a ship history record. Select any order, whether or not a Customer PO number exists for that order.
Users may also browse the Part Master, Customer Master and Stock ID tables by double clicking the corresponding box.
Warranty Tracking

10. Maintain Ship History Lot and Serial Information
MAX users may type any lot or serial number (up to 15 alphanumeric characters) into the Lot and Serial boxes OR double click to browse and choose from lot and serial numbers already assigned to the selected lot or serial controlled MAX part number.
This allows MAX users to create a ship history for any lot or serial numbered part.
The Warranty Tracking module keeps a record of each lot and serial number shipped on a specific sales order by creating multiple ship history records for that sales order number.
Warranty Tracking

11. Maintain Ship History Tabs
Warranty Tab
Allows users to add or edit warranty information in the Ship History table.
Remarks Tab
Allows users to add or edit 3 lines of (up to 25 characters each) comment text in the Ship History table, associated with the displayed order number.
Address Tab
Allows users to enter address information associated with a shipped order. The registrant address box on the RMA form displays this address information by default when a user associates an RMA with this order.
Warranty Tracking

12. Warranty Configuration Key
Users may “rename” the labels displayed for UDF Key and UDF Reference within the Warranty Tracking module using System Manager > System Configuration > Warranty Configuration Key.
Double click each configuration item and then type up to 15 alphanumeric characters for a user defined key and up to 25 for user defined reference.
The labels entered here replace the “UDF Key” and “UDF Reference” labels displayed as defaults on both the Ship History dialog > Address tab and on the Address Details dialog box.
12/3/2018
Warranty Tracking

13. RMA Procedures Overview
Review
RMA Procedures Overview
12/3/2018
Warranty Tracking

14. RMA Procedures Overview
NOTE
RMA status displays on the RMA dialog > Return Info tab.
If defective units are replaced from new stock, a RMA pool, (or are customer property) and later repaired, it may be best to store the defective units in a non-nettable stock location until they are scheduled to be processed on the shop floor.
Defining a stock location for customer property will help manage this function.
12/3/2018
Warranty Tracking

15. Creating an RMA
When a customer returns a defective unit, an MAX RMA Coordinator creates a RMA using the RMA dialog box (WAR > Activity > RMA).
To create a RMA, select RMA menu > New.
To browse and choose an existing RMA number, double click the RMA box.
The minimum information required to save an RMA record is:
Unique RMA number
Valid Part Number (i.e., has a Part Sales record),
Valid Customer ID.
12/3/2018
Warranty Tracking

16. Print RMA
To print a copy of an RMA, select Reports > Print RMAs or click the icon when the RMA form is open.
Printing a RMA advances its status from 1 to 2.
12/3/2018
Warranty Tracking

17. Receive Defective Unit
When a customer (physically) returns a defective unit, the RMA Coordinator records it’s receipt using the RMA > Activity > Warranty Receipt dialog.
12/3/2018
Warranty Tracking

18. Mark Defective Units
If defective units are replaced from new stock (or a RMA pool) and then repaired at a later time, it may be best to store the defective units in a non-nettable stock location until they are scheduled to be processed by the floor.
Units that are customer property can also be received to a non-nettable stock location until they are sent to the floor for repair.
Defining a stock location specifically for customer property helps manage this function. We recommend that all incoming units be physically tagged with the RMA # - this is especially true for customer property.
12/3/2018
Warranty Tracking

19. Replace a Defective Unit
When a replacement unit ships, users should update the RMA using the Return Info tab.
Users must manually update the RMA status to levels above 2. After shipping a replacement, the RMA status should be updated to 4-complete or 5-closed using the Return Info tab.
Users may enter descriptive information for failure analysis reporting purposes, using the RMA Remarks tab even after the RMA status is 5-closed.
12/3/2018
Warranty Tracking

20. Additional Resources MAX Documentation PDF Files Customer Portal
Available Through the System Manager Document Links
Additional Documents in the \RMServer\Doc Folder on your Server
Customer Portal
12/3/2018
Warranty Tracking

22. 12/3/2018
Warranty Tracking