Field Service: An Overview

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Field Service An Overview

• George C. Schramm, CPIM

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Agenda

• Scope of Application.
• Release Perspective.
• Benefits / Capabilities.
• Module Integration.
• Key Product Features.

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Field Service Support Scope

• Field Service and Support Solution (FSS)
• is a strategic extension application
• integrates with MAPICS backend ERP systems
• The current version integrates with MAPICS
  iSeries Release 6.0

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FSS Release Perspective

• FSS extends our customers ERP backbone into the
  area of service for their end products.
• FSS Application
• offers an additional solution to our
  manufacturing customers
• provides direct integration to their existing key
  business systems
• will improve the management of resources and
  customer service, thus increasing profitability.
  
• will broaden our solution offerings in the
  discrete manufacturing marketplace.

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Solution Priorities

• Solution Priorities
• are listed in order of importance
• based on early adopter customer requirements
  and time schedule commitments

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FSS Benefits

• FSS Benefits
• automates service contract warranty tracking
  administration up and down the supply chain
• cuts service costs while maximizing service
  pricing potential
• track time materials required for equipment
  repair
• integrate service related material management,
  financial management, and billing processes
• enables manufacturers to manage revenue and
  profits from a services offering for their
  customers

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FSS Results

• Results
• faster service to the customer for maximized up
  time on equipment
• better cost-control and analysis capabilities
• thereby increasing customer loyalty and retention

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FSS Capabilities

• FSS Capabilities
• include an integrated Call Center, Technician
  Support, and RMA-Repair solutions
• provides actionable data to engineering to drive
  quality improvements.
• has remote access technology to manage work
  orders from remote locations
• technologies include Laptop, PDA (palm device),
  Network, or Radio Frequency (rf).
• provides the needed system infrastructure to
  support a service divisions business requirements

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Capabilities - Cont.

• FSS Capabilities
• supports ability to gauge trends in field service
• provides business intelligence by customer,
  location, geography, end product, component item,
  component serial number, projects, resources,
  service contracts, warranties, incidents,
  symptoms, and resolutions
• has integrated workflow for purchase requisition
  approval
• provides resource management of people, vehicles,
  tooling, and parts

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FSS Modules Integration Points

• MAPICS Modules
• MCM (Maincor)
• MAPICS iSeries (XA)
• Customer Service Management (CSM)
• International Finance Management (IFM)
• Procurement Management (PM)
• Inventory Management (IM)
• Integrator

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FSS - Key Features

• Warranty Tracking and Service Management
• RMA-Repairs
• Resource Management
• Call Center Management
• Symptom/Problem/Resolution Database

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Key Feature

• Warranty Tracking Service Management
• track customer warranty information including
  covered equipment and warranty expiration
• directly link customers to specific equipment,
  including components with serial numbers
• identify component suppliers for returns, bill
  back, and managing product recalls should it
  become necessary
• capture revenue, material and labor costs
• generate reporting against all service activity,
  revenue, costs, and margins

Continued on next slide
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Key Feature

• Warranty Tracking Service Management
  (continued)
• work orders are associated with service contracts
  when they exist
• work orders can also be associated with time
  material when no contract exists
• template creation supports creating of service
  contracts and warranties by equipment type
• building, location, equipment attributes ensure
  rapid service response capability where
  applicable, GPS location identification support
  is offered

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Key Feature

• Return Materials Authorization
• work Request type of Return may be identified
  at time of service request
• service technician can create work order of a
  type RMA to schedule and manage the cost of RMA
  Repairs
• RMA type of work order will create an associated
  customer order that can be used for billable
  repairs

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Key Feature

• Resource Management
• availability tracking of service technicians and
  service vehicles to perform work
• schedule service technicians and vehicles
• dispatch service technicians based on
• skill assessment
• availability
• equipment, tooling, and location checking

Continued on next slide
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Key Feature

• Resource Management (continued)
• remote capability for service techs using PDA or
  laptop
• record time on job
• materials used
• subsequent synchronization updates relevant
  records
• vehicle fleet maintenance scheduling
• vehicle inventory management

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Key Feature

• Call Center Management
• web based initiation of service requests
• symptom of incident is created and tied to
  equipment ID along with associated possible
  problem text
• based on symptom, work order creation includes
  recommended action
• web based inquiry of the service request status

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Key Feature

• Symptom/Problem/Resolution Database
• symptom, problem, resolution tied to order
  history and call center activities
• problem and resolution may be captured at time of
  labor collection
• keyword and query capability

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In Summary

• Enables un-tethered operations for technicians.
• Call tracking and history
• Resource allocation and dispatching
• Interface with COM G/L
• Warranty Repair Tracking

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