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Process Flow for Repairs

Figure 34 shows the process flow for repairs.

Figure 34. Process Flow for Repairs

The repair process flow includes the following steps:

1. Receive and Tag. Receive the defective product, create a return material authorization (RMA) for the repair, and tag the product. Tagging also applies to products received as stock transfers and products received over-the-counter.
2. Internal Repair or External Repair. For an internal repair, generate a repair activity and verify the service agreement. For an external repair, generate a repair order, ship the product to a third-party vendor, and then receive the repaired product back from the third-party vendor.
3. Return to Customer or Return to Good or Defective Inventory. If you return the product to the customer after the repair is complete, then allocate the product, generate the pick ticket for the product, and ship the product. If you return the product to good or defective inventory, then generate an inventory transaction for the product movement to inventory.

Repairs begin when a customer contacts a service center about a defective product. The customer service representative asks the customer to ship the product to the repair center and associates an RMA with the product. The RMA (RMA Repair Return or RMA Advance Exchange) signifies that the product needs repair.