5Manage Depot Repair

This chapter contains the following:

Overview of Depot Repair

Use the Depot Repair functionality to repair and return broken and serviceable customer products and parts.

Manage Depot Repair page

The Manage Depot Repair page in Service Logistics enables you to manage the complete end-to-end work flow of a repair depot. It gives you access to and visibility of all the existing and ongoing RMAs in a depot repair organization. The page also displays depot repair RMAs for assets that have passed or will pass through the selected inventory organization in the process of getting repaired.

Depot Repair Workbench

The Depot Repair Workbench enables you to manage the repair and return of a single RMA or broken product. It provides the service history, logistics, asset, repair order and service request information for that product. It gives you access to the repair technician's debrief and let's you create and edit charges for that particular repair order. Support engineers can open the Depot Repair Workbench from the RMA return line in the Service Request - Part Details tab. They can see the status of the repair, the logistics, asset details, estimates, and charges. This helps them to provide updates on the status of the repair to the customer.

See the diagram below to understand how the depot repair solution leverages existing B2B Service, SCM Cloud and Service Logistics functionality to manage the entire repair and return process from service request and Return Material Authorization (RMA) creation through repair execution to shipping and billing.

Process Overview of Depot Repair

Process Overview of Depot Repair

How does the depot repair process work?

  • Customers report a product issue through the customer service and support organization (B2B Service). A support engineer creates a service request for the broken part and verifies the customer's warrant or service contract.

  • The support engineer then diagnoses the issue and if it requires depot repair, creates the RMA Sales Order and sends the RMA number to the customer. Simultaneously, the support engineer also creates the corresponding shipment order line. The return and shipment lines are linked for processing so that Installed Base and the subscription contract are updated when the broken product or part is received and the repair or replacement is shipped. Note that when the shipment order line is created for the repaired part, the source organization and source subinventory are manually selected so that the part is sourced from the repair center shipping dock and not from the parts supply chain.

  • The Depot Repair Manager queries this RMA number in the Manage Depot Repair page of the Service Logistics application and plans the repair work to be done.

  • Once the broken part is received in Inventory, the Depot Repair Manager creates the repair work order and initiates the repair process.

  • Depot repair technicians will repair the part and record their debrief using the Maintenance Management pages. The technicians will record the time spent on the work and the spare parts that were used or recovered.

  • The Depot Repair Manager will click the Create Charges button in the Depot Repair Workbench for the selected RMA line and create the debrief and charges records for the maintenance work order. The labor, parts, and expenses debrief is now visible in the Depot Repair Workbench.

  • The Depot Repair Manager can edit and adjust these charges if required. After that, the Depot Repair Manager will post these charges to create a bill-only sales order line.

  • The shipment order details are then used in Order Management to ship the repaired part to the customer and generate the sales invoice.

Managing Complex Depot Repair and Return Logistics

In some instances, the broken part is transferred or moved across several locations before it's repaired and sent back to the customer. For example, the customer may return the broken part to the local warehouse from where it's transferred first to a distribution center and then to the actual repair depot. After the asset is repaired, it may be shipped back to the local warehouse or directly to the customer. In Service Logistics, you will create transfer orders to move the broken asset across multiple locations. The transfers orders are created in the Depot Repair Workbench and linked to the Depot Repair RMA. Support engineers can directly access the Depot Repair Workbench from the Service Request Details page and track the movement of the broken asset through it's lifecycle. In the Manage Depot Repair page, transfer orders linked to the depot repair RMA are also factored in when a query is run to retrieve all the RMAs for an inventory organization.

Service Activities for Depot Repair

You must set up service activities for your depot repair return and order line in the Manage Service Activities page. Service Logistics provides two seeded business process that are used for depot repair activities:

  • Depot Repair Logistics - Use this business process to set up service activities for a depot repair return and order line. These SACs should be set up with a Zero Charge attribute as these lines are for the return and shipment of a customer owned product or part. Use an SAC tied to this business process when you're adding parts, that need to go for depot repair, to a service request. You will be able to create the RMA as well as the corresponding shipment order line at the same time.

  • Depot Repair - Use this business process to set up service activities for depot repair debrief. You will use this to add the labor and parts that were used during repair.

Query Depot Repair RMAs

In the Manage Depot Repair page, view all the Return Material Authorization (RMA) lines and repair orders for a repair depot and manage the flow of work to ensure that the repairs are conducted on time and within budget. When the broken asset is routed through multiple organizations, transfer orders are created to move the asset from one organization to another. These transfer orders are linked to the depot repair RMA and are taken into account when RMA lines are queried in the Manage Depot Repair page. See some examples below:

In a local warehouse, a repair coordinator will use the Depot Repair Workbench to create transfer orders to ship broken assets to repair depots or distribution centers. They will use the Manage Depot Repair page to query all of their inbound RMAs.

In a distribution center, the manager will use the Depot Repair Workbench is used to create transfer orders to ship broken assets to repair depots and to ship the repaired asset back to the local offices or warehouses. The distribution center manager opens the Manage Depot Repair page to see all of the repairs that are headed to that distribution center by querying their distribution center inventory organization. The results table displays:

  • all RMAs being shipped directly to the distribution center

  • all RMAs tied to transfer orders and headed for (or already received into) the distribution center

  • RMAs tied to transfer orders used to ship parts back to the local warehouse or office

In a repair depot, the depot repair manager will use the Depot Repair Workbench to create transfer orders to ship repaired assets to local offices or warehouses. The depot repair managers will use the Manage Depot Repair page to manage the flow of work through the Depot.

To query depot repair RMAs:

  1. In the Service Logistics landing page, click the Tasks icon and then select Manage Depot Repair.

  2. In the Manage Depot Repair page, enter your search criteria and then click Search.

  3. In the search results region, see the list of RMAs and related information such as the service request number, organization summary information as well as the work order, debrief and shipment status.

  4. If a repair order does not exist for the broken asset, select the RMA Line and click Repair. See the next section for details.

  5. Click the RMA Line link to go to the Depot Repair Workbench.

Follow these steps to create a depot repair work order.

  1. Open the Manage Depot Repair page.

  2. In the Manage Depot Repair page, enter your inputs to look for the depot repair RMA in your depot repair organization.

  3. To create a depot repair order, select the RMA line and then click Repair. This will open the Create Maintenance Work Order dialog box where you will enter information to create the repair order.

Create Repair Order:

  1. Use information from the table below to create the repair order for the broken part.

    Attribute Description

    Work Order

    System generated. Unique identifier of the work order.

    Asset

    Defaults from the service request.

    Status

    The status of the maintenance work order during its life cycle. Valid values are Unreleased, Released, On Hold, Completed, Closed, and Canceled.

    Type

    The maintenance work order type.

    Subtype

    The subtype of the maintenance work order. Select from the drop-down list. Valid values are Condition based, Emergency, Reactive, Planned, Safety, and Under Warranty.

    Priority

    The priority of the execution of the maintenance work order.

    Planned Start Date and Planned Completion Dates

    Select as per your plan.

    Work Definition

    The maintenance work definition. Defines the maintenance process in an organization and determines the routing operation, resources, and materials required to perform the repair. Choose from the drop-down list.

  2. Click Save and Close once done. The repair order is created. Note that the order number is displayed in the Manage Depot Repair page against the selected RMA line.

Access the Depot Repair Workbench:

  1. Click the RMA Number link. This will open the Depot Repair Workbench where you can view and manage all logistics and billing activities for the selected RMA line.

The Depot Repair Workbench let's you view all the details for a single RMA and manage the repair and return of a broken asset.

  1. On the Manage Depot Repair page, query the RMA lines for your repair depot. The search results include the RMAs for assets that are being repaired in the selected repair depot as well as the broken assets that have passed or are passing through the facility in the process of being repaired. The latter occurs in complex depot repair and return environments involving multiple internal transfers of the broken asset.

  2. To access the Depot Repair Workbench and view the workflow for a specific broken asset, click the RMA Line link.

Main features of the Depot Repair Workbench:

  • The header region and Overview tab provide the RMA details and other related information such as the service request number , asset, and repair order details. Click on the Service Request number to access the Edit Service Request page and view the service request details.

  • In the Logistics tab, you can track the customer asset through the entire repair and return logistics flow. In complex depot repair and return logistics environments, you will create the transfer orders to manage the flow of the broken asset from the source to the destination organization. This tab displays the transfer orders, as well as the sales order RMA and shipment lines.

  • The History tab lets you view the product service history. Here you can click on the Document Number of a related work order or service request and view the work order and service request details for the broken asset.

  • In the Estimates tab, you can estimate the cost of the repair order before the repair work is carried out.

  • After the repair work is complete, click the Create Charges button to create the service charges for the labor, parts and expenses reported on the repair order. You can view the charges in the Charges tab of the Depot Repair Workbench.

  • Review the debrief and add any additional expenses using the Labor, Parts, and Expense tabs.

  • Change the part debrief service activity code to control downstream processing.

  • Review and edit the charges as required to ensure that all the costs are reported and the customer is invoiced accurately.

  • Post these charges using the Post Charges button to generate the bill only sales order and invoice. The repaired product is then shipped to the customer.

Support engineers and customer service representatives can access the Depot Repair Workbench from the service request in their B2B Service application. They can track the movement of the asset and the progress of the repair order and keep the customer updated. Here are the steps to follow:

  1. Open the service request raised for the broken product.

  2. Go to the Part Details tab.

  3. To access the Depot Repair Workbench, click on the icon next to the order number in the RMA return line.

Create Transfer Orders to Manage Complex Depot Repair Logistics

Some organizations have a complex depot repair and return workflow where the broken part passes through multiple locations before being repaired and returned to the customer. For example, from the customer to the local warehouse, then to a distribution center, and finally to the actual repair depot. After it's repaired, it's shipped from the repair depot to the local warehouse before being sent to the customer. In such cases, a transfer order is created to move the broken part from one facility to another. The transfer order is linked to the depot repair RMA Line to easily track and manage this multi-step depot repair and return workflow. There may be more than one transfer order for a single asset if it has to go through multiple locations before being repaired and shipped back to the customer.

To create a transfer order:

  1. Query the RMA Line for the broken asset.

  2. Open the Depot Repair Workbench for the selected RMA Line.

  3. Go to the Logistics tab.

  4. Click on the Actions drop-down button and then click Create Transfer Orders.

  5. Enter the source and destination organization and subinventory details.

  6. Click Apply.

  7. In the Logistics tab, you will first see the depot repair RMA and shipment order lines used to manage the return of the broken product from the customer and the shipment of the repaired product back to the customer. You will then see the transfer order or orders that are created to move the broken product across various locations.

Create Depot Repair Charges

To create and update charges for a depot repair work order:

  1. Query the RMA Number in the Manage Depot Repair page.

  2. Click the RMA Number line link to open the order in the Depot Repair Workbench.

  3. Click Create Charges. This will create the debrief lines with charges from the parts, labor, and material expenses reported on the repair order.

  4. Note that the Labor tab is read only. You can add debrief lines to report any additional expenses in the Expenses tab. You can update the service activity code in the Parts tab.

  5. Save your work.

Edit and Post Depot Repair Charges

To edit and post charges for depot repair:

  1. Query the RMA Number in the Manage Depot Repair page.

  2. Click the RMA Number line link to open the order in the Depot Repair Workbench.

  3. Go to the Charges tab and review and edit the charges as required.

  4. When depot repair charges are created, the charges incurred on outside processing items, if any, are also included. Outside processing operation costs are stored in the purchase order tied to the maintenance work order's supplier operation. The purchase order has item and quantity received which is used to get the price from Pricing to calculate charges. You can see these outside processing items in the Parts tab and the related charges in the Charges tab.

  5. You can change the service activity code for the parts and labor debrief lines if you want to re-price the debrief lines before posting the charges.

  6. Post the charges to generate a sales invoice and ship the repaired part back to the customer.