Out Pu's and Rma's v4.0

OpenUPTIME
Quality Understand Achieve
Managed Services Training

Parts Usage & RMA’s
Course Written by: Dean Peasley v4.1 17th Nov 2008

Contents
9 Before We Start 5
9 What is Parts Usage? 9
9 Non-Serialised Parts Usage 14
9 Loan Equipment 21
9 Brought In For Service 28
9 Removing Loan Equipment 36
9 Installing Permanent Exchanges 46
9 De-installing Permanent Exchanges 52
9 DOA Parts – Non-Serialised 59

9 DOA Parts – Serialised 65
9 Robbed to Service (RTS) 71
9 Disp Only 79
9 Viewing RMA’s – Screen 501 89
9 Part Needs 92
9 Receiving Parts – Screen 014 95
2
Building Information
Health & Safety
Fire Alarm
Toilets

Smoking Areas
Mobile Phones
3
Delegate Information
We want to make sure that you get the

most from this course
•Your printed manual is yours, use it to make notes
•For additional notes, use the notepaper provided
•Feel free to ask the trainer questions throughout the course

•Take part in group activities & practical sessions
4
5
Before We Start….

Parts & Products
Parts & Products
PART – Non-Serialised Item PRODUCT – Serialised Item
Parts Usage is not just about recording parts….
¾ Update Customer Inventory

¾ Add/Delete SCC Stock

¾ Transfer stock from SCC to Customer Inventory
¾ Report DOA stock from suppliers
Throughout this course…

Faulty items will be displayed in RED
Good items will be displayed in GREEN
6
Place ID’s
Place ID’s
A Place ID is not always a customer address. It could be a branch

stock location, engineer stock location or Workshop stock location
Whose Place? Type Incidents Logged? Parts & Products?
Customer Address CUST YES NO
Branch Stock WHSE NO YES
Engineer Stock WHSE NO YES

Workshop Stock WHSE NO YES
We cannot transfer stock from a CUST place to a WHSE place using

the normal stock transfer screens
The only way to transfer stock is to complete PARTS USAGE

7
Part Needs Raised
The Process
Part Shipped c OLDBURYSTK
GOOD
Branch Receive Part
(Screen 014)
Part Passed to Eng
g OLDBURY
Eng Replaces and Parts
Usage Recorded
REP-PRI
d BIRMINGHAM
GOOD
RMA Created

Part Shipped to ‘OLDBURY
DTRASH’
f OLDBURY
Workshop Repair Faulty
Part
DTRASH
e CEN402
CAR
Part booked back into
Good Stock
8
9
What is Part Usage?

Why Parts Usage?
Part Usage Screen
This is used to record all parts that have been used on an incident
A parts usage record must be created for all parts that are replaced
whether the engineer is returning any faulty parts or not. This is
because the system will automatically adjust the stock levels based
on the parts that have been used.
RMA’s
Return Materials Authorisation. An engineer must have an RMA

number in order to book a faulty part back into stores with a view to
it being repaired and re-used.
The RMA number is then becomes the Workshop Incident Number.

You can track faulty parts through the system during the repair
process.
10
Parts Usage Screen
The Parts Usage screen is used to record all parts
whether an RMA is required or not
Faulty Equipment
Part Line Code

Place ID / Location
Stock from location
Completed Lines
11
Dispositions
A disposition automatically creates an RMA from the information
given on the Parts Usage screen
Disposition Code
Part Number
Serial Number

Receiving Place
i.e. Where from
Return to place
i.e. Where to be returned
12
Part Line Codes
PU INST LOAN
All non-serialised Permanent Install Temporary loan of
parts (Exchange) Serialised equipment
DOA DEIN BIFS

Item received and Permanent Removal Customer unit sent to
not working or (Exchange) Workshop for repair
damaged

RTS
Components Robbed
To Service
customer’s machine
13
14
Non-Serialised Parts

PU is used to record non-serialised parts
ALWAYS use the TAB button to navigate around this screen
Enter Line Code PU
Enter Place ID
(Typically Engineer ID)

Enter Part ID
Enter Qty
Keep pressing TAB to move through the screen

15
If the part is in the correct stock location, you will see the
following prompt:

Click Enter Part Disp Click Proceed to
to create an RMA save parts usage but
not create an RMA
Enter Part Disp is always chosen unless otherwise

requested by the engineer
16
Enter Part Disp
The Part Disposition Maintenance screen creates the RMA for the
return of the faulty part back to Dtrash/Workshop
All details will

automatically be
populated

Click OK or press F6 to accept
17
Completed Lines are shown in blue
RMA Number

18
Using Another Part?
To use another part, click NEW or press Shift + F11

Record the new part details as before
19
Negative Stock
If the engineer does not have stock of the part in their Stock Location,
you will see one of the following messages:
c Non-Serialised Items

d Serialised Items
This indicates that the part shipped has not been received
to the engineer stock location
20
Installing Loan
Equipment

21
Installing Loan Equipment
CUSTOMER SCC
Serial: ABC123 Serial: XYZ987

AN
L O
LOAN
Serial: XYZ987

The temporary loan is
added to the
customer’s inventory
22
LOAN is used to install serialised loan equipment
Enter Line Code LOAN
Enter Place ID

Enter Part ID

23
Once the part number has been entered, the system will ask you to
confirm which serial number the engineer is installing
Ensure that the serial number given by

the engineer is exactly correct and
tick the box next to it

Press F6 to accept
24
Once the correct Serial Number has been selected, you are returned to
the parts usage screen
Qty is
automatically
populated

25
Click OK or press
F6 to accept

ALWAYS Click on Proceed -
you are NOT to create an
RMA at this point
26
The LOAN is now registered against this incident

27
BIFS
Brought In For Service

28
BIFS No Loan Required
CUSTOMER SCC
LOAN
Serial: XYZ987
BIFS
Serial: ABC123 Serial: ABC123

The customer’s faulty
unit is returned for
workshop repair
29
Customer Repair
The BIFS part line code only works if there is a Product on the system
for the Model ID and Serial ID that you wish to remove for repair
The Request Product Information at the top of the screen will

show you the current registered details

If this information is not showing or is incorrect, ‘Change
Product’ must be used to show the correct details
30
Customer Repair
BIFS is used to remove a faulty unit for workshop repair and return
it back to the customer afterwards
Click NEW

31
Customer Repair
Enter Line Code BIFS
The Part ID will

automatically be

populated

32
Customer Repair
Confirmation is required for the Model ID and Serial ID that you are
removing
Click OK or press F6

Click Enter Part Disp to
create an RMA
33
Customer Repair
Disposition Code - CUST
All fields are

automatically
populated

34
Customer Repair
The BIFS is now registered against this incident
RMA ID

35
Removing Loan Equipment
from Site

36
CUSTOMER SCC
Serial: ABC123 Serial: ABC123
A repaired unit is
automatically returned to
the customer site when the
RMA is closed

LOAN
Serial: XYZ987 DEIN
Serial: XYZ987
The Loan unit has to be

DEINSTALLED from the
customer site for workshop
attention
37
DEIN is used to remove LOAN equipment permanently from a
customer site for workshop repair
It WILL NOT be returned to the customer afterwards
Click NEW

38
The Product Information is incorrect as it still shows the
customer’s faulty unit previously removed

To change the
product, click
Change Product
39
The middle section

shows all Products
currently registered
against the
customer site

You have to find the serial number of the LOAN unit that the
engineer is removing from site
Remember! – Use the SORT option to put the serial numbers in alphabetical order
40
Once found, click once on the Serial ID and press F6 to accept
Your Product Information will change to the details chosen

41
Enter Line Code DEIN
The Part ID will

automatically be

populated

42
removing

create an RMA
43
Disposition Code - REP
All fields are

automatically
populated

44
The DEIN line showing that the loan has been removed
RMA

45
Installing Equipment
Permanent Exchange

46
INST is used to permanently install serialised equipment to a customer
site
Enter Line Code INST
Enter Place ID

Enter Part ID

47
Once the part number has been entered, the system will ask you to
confirm which serial number the engineer is installing


Press F6 to accept
48
Qty is
automatically
populated

49
Click OK or press
F6 to accept

ALWAYS Click on Proceed -
you are NOT to create an
RMA at this point
50
The INST is now registered against this call & customer place

51
De-Installing Equipment
Permanent Exchange

52
The DEIN part line code only works if there is a Product on the system
for the Model ID and Serial ID that you wish to remove
The Request Product Information at the top of the screen will

show you the current registered details

If this information is not showing or is incorrect, ‘Change
Product’ must be used to show the correct details
53
DEIN is used to remove equipment permanently from a customer
site for workshop repair
It WILL NOT be returned to the customer afterwards
Click NEW

54
Enter Line Code DEIN
The Part ID will

automatically be

populated

55
removing

create an RMA
56
Disposition Code - REP
All fields are

automatically
populated

57
The DEIN is now registered against this incident
RMA ID

58
DOA Parts
Non-Serialised

59
DOA - Dead On Arrival
DOA parts have to be recorded on Parts Usage
A part or product can be deemed to be DOA for one of the following

reasons:
¾ If an engineer reports an item as being defective
¾ If the part is damaged in transit by a courier

In addition to recording parts usage, you must
update the request text to indicate why the part is DOA
60
DOA’s – Non-Serialised Parts
DOA is used to record DOA parts
Enter Line Code DOA
Enter Place ID
Enter Part ID

Enter Qty

61
If the part is in the correct stock location, you will see the following
prompt:

Click Enter Part Disp
to create an RMA
Enter Part Disp must ALWAYS be selected for DOA parts
62
Disposition Code - DOA
All fields are

automatically
populated

63
The DOA is now registered against this incident

64
65
Serialised
DOA Parts

DOA’s – Serialised Parts
DOA is used to record all DOA parts
Enter Line Code DOA
Enter Place ID
Enter Part ID

Enter Qty

66
For Serialised DOA parts, you need to confirm the faulty serial number

Using the COPY function, highlight the

Serial ID and use CTRL+C to copy

Press F6 to accept

67
reporting as DOA

create an RMA
68
Disposition Code - DOA
The Serial ID does

not automatically
populate

Paste the serial
number into the
Serial ID field

69
The DOA is now registered against this incident

70
71
RTS
Robbed to Service

Robbed to Service
CUSTOMER SCC
Serial: YTW262 Serial: GHY155
By using parts from a good

working machine, we can The good unit from SCC
fix the customers faulty unit is then reported as RTS
onsite, therefore removing and brought back in for
the need to bring the workshop repair
customers unit in for
workshop repair
72
Robbed to Service
RTS is used to identify serialised items that have had parts used from
them to repair a customers faulty unit.
Enter Line Code RTS
Enter Place ID

Enter Part ID
Enter Qty

73
Robbed to Service
Confirm which serial number the engineer is using parts from


Press F6 to accept
74
Robbed to Service

75
Robbed to Service
Click OK or press
F6 to accept

create an RMA
76
Robbed to Service
Disposition Code - RTS
You have to manually

type in the Serial ID
on the Disposition
screen

77
Robbed to Service
The RTS is now registered against this incident

78
79
Disp Only

Disp Only
Disp Only is required when the Product Information is incorrect…

…and the correct serial
number is NOT showing in
the Change Product list
80
Disp Only
CUSTOMER SCC
s/n 595GYR
Where the customer has a We create a DISP ONLY

faulty unit but the serial record which creates a
number is not known to Manual RMA without
Openuptime, we cannot Parts Usage
perform a BIFS or DEIN
81
Disp Only
Disp Only is a disposition without the parts usage
Click
DISP ONLY

82
Disp Only
The Disposition screen appears with no details.
Enter the correct

Disposition Code:
CUST – Customer Repair

and Return
REP – SCC Stock

(repair and keep)

Return Reason
should show
RECV or CUST
depending on which
disposition code was
RECV = Receive Only entered
CUST = Repair and Return
83
Disp Only
The part and serial details must be entered exactly correct in

UPPER case
Part ID

Serial ID
84
Disp Only
The Receiving Place defaults to the Customer’s Place ID
This must be changed to show the Engineer ID
Receiving Place =
Engineer ID

Receiving Location =
CAR
85
Disp Only
The Return To Place should default to OLDBURY DTRASH
Return To Place =
OLDBURY
Return To Location =

DTRASH

86
Disp Only
As no Parts Usage was completed, the RMA should remain blank
To view the RMA

from Disp Only,
click back into
Disp Only

87
Disp Only
RMA ID
shows here

88
89
Viewing RMA’s

Viewing RMA’s via Screen 003
You can view RMA’s directly from screen 003 by using the
repair icon
RMA Number
Field Call Reference

(Request ID)

Click on the green
button to view
details of the RMA
90
Viewing RMA’s via Screen 003
Click the green square

to view RMA details

View RMA
request text
91
92
Part Needs

Part Needs
Part Needs will show you if parts have been ordered internally for
your incident
To view current part orders, click the Part Needs button

in screen 003

93
Part Needs
Part Needs allows you to order parts from all SCC Stock Locations
Part Ordered To
Parts Ordered From
Part Number ordered
Quantity Available
Quantity Ordered

All parts ordered
will be listed here
ENTERED – Part ordered

PICKING LIST – Stores picking part
SHIPPED – Part Shipped
94
Receiving Parts
Screen 014

95
Receiving Parts – Screen 014
As discussed earlier in the course, if parts have not been booked to
an engineer’s car stock, you will see one of the following messages:
c Non-Serialised Items

d Serialised Items
The stock can be received and parts usage performed using the
branch stock location where the stock was shipped to
96
From screen 003, take a look at the Part Needs to establish the
Ship ID for the part you need to receive
Click once on the relevant part line to highlight it in blue
This is the Place ID

and Location
where you will need
to perform parts

usage from
Make a note of
the Ship ID
97
Enter the Ship ID you wish to receive and press F3 to retrieve

Click OK
98
Click
Show
Details

99
Serialised Parts
For serialised parts, click Ship Serials

To Receive Received
quantity so far
100
Serialised Parts
Confirm that the serial

number is correct

Double-click on the serial number to accept
101
For non-serialised parts, click Functions, then Receive All

To Receive Received
quantity so far
102
Serialised & Non-Serialised
Received
quantity should
increase by 1

103
Finally, you have to POST the receipt to finalise the receipt
Click Functions,
then
Post Receipt

104
When fully received, the Posted status should show FULL

Press F6 to exit
105
You can then continue with Part Needs using the location where
the parts were shipped to

106

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OpenUPTIME

Quality Understand Achieve

Managed Services Training

Course Written by: Dean Peasley v4.1 17th Nov 2008

Managed Services Training

Health & Safety

Managed Services Training

We want to make sure that you get the

•Your printed manual is yours, use it to make notes

•For additional notes, use the notepaper provided

•Feel free to ask the trainer questions throughout the course

Managed Services Training

Managed Services Training

Parts & Products

PART – Non-Serialised Item PRODUCT – Serialised Item

Parts Usage is not just about recording parts….

¾ Update Customer Inventory

Managed Services Training

Throughout this course…

A Place ID is not always a customer address. It could be a branch

Whose Place? Type Incidents Logged? Parts & Products?

Customer Address CUST YES NO

Branch Stock WHSE NO YES

Engineer Stock WHSE NO YES

Managed Services Training

We cannot transfer stock from a CUST place to a WHSE place using

The only way to transfer stock is to complete PARTS USAGE

Part Passed to Eng

Managed Services Training

Managed Services Training

Return Materials Authorisation. An engineer must have an RMA

Managed Services Training

The RMA number is then becomes the Workshop Incident Number.

Part Line Code

Managed Services Training

Managed Services Training

DOA DEIN BIFS

Managed Services Training

Managed Services Training

ALWAYS use the TAB button to navigate around this screen

Enter Line Code PU

Managed Services Training

Keep pressing TAB to move through the screen

Managed Services Training

Enter Part Disp is always chosen unless otherwise

All details will

Managed Services Training

Completed Lines are shown in blue

Managed Services Training

To use another part, click NEW or press Shift + F11

Managed Services Training

Managed Services Training

Managed Services Training

Serial: ABC123 Serial: XYZ987

Managed Services Training

Enter Line Code LOAN

Managed Services Training

Keep pressing TAB to move through the screen

Ensure that the serial number given by

Managed Services Training

Managed Services Training

Managed Services Training

The LOAN is now registered against this incident

Managed Services Training

Out Pu's and Rma's v4.0

Out Pu's and Rma's v4.0