Customer Order Management Workspace

•  Select the customer order management Workspace. See Figure 1.

Figure 1 Customer order management

Set User Preference

• Select the set user preference to manage the screen defaults and preferences. See Figure 2.

Figure 2 Setting options

Main Buckets

Figure 3 Main buckets

Note: Click any of the Main Buckets to view the respective sub buckets.

1.     The top pane of the Customer Order Management Workspace screen has six Main Buckets as in Figure 3, categorizing customer orders in a logical order, based on their different stages of processing.

2.     The CSM can select any of the Main Buckets, based on the category of the customer order he wishes to view.

Sub Buckets

Figure 4 Sub buckets

1.     The left pane below the Main Buckets displays the Sub Bucket that corresponds to the Main Bucket selected as shown in Figure 4.

2.     The CSM can select the total number of customer orders displayed in the boxes against each of the actions listed in the Sub Bucket to view the basic information of the relevent customer orders in the adjacent multiline.

Planning Order

The Main Bucket – Planning Orders retrieves all the customer orders that are in planning stage awaiting firming up is shown under multiple sub buckets such as “Awaiting Confirmation”, “Ready – Authorisation”, “Est. Follows up”, “Qtn. Preparation”, “Qtn Follow up”.

Figure 5 Planning Order

Order In Progress:

The Main Bucket - Order In Progress retrieves customer orders against which work is in-progress and follow-up  action is required is shown under multiple sub bucket like “Work Interrupts”, “TAT Alerts”, “Est. Follow ups”, “Qtn. Preparation” and “Quote Follow up”.

    Figure 6 Order In progress                                               

Completed Jobs

The pending billing sub bucket is renamed as ‘Pending Billing – Regular’

The following sub- buckets are added in the completed orders bucket as shown in figure 7.

1. Pending Billing- Prepayment: All COs for which prepayment milestone date is stamped but the finance invoice is not recorded in 'authorized' status will be displayed here

2. Pending Billing- Trailing: All Cos for which a regular invoice already exists in processed status and there are items still pending to be billed are displayed in this sub bucket

Figure 7 Completed Jobs

Orders Billed

The Due and Overdue sub buckets are renamed as ‘Payment Due’ and ‘Payment Overdue’ respectively.

The following sub- buckets are added in the Orders Billed bucket.

1. Ready for Closure : All COs that satisfy all conditions for closure of CO but not closed yet are displayed

2. Not Ready for Closure: COs that cannot be closed due to various reasons should be retrieved in this sub bucket. When a particular CO is selected, the reason why it cannot be closed is displayed in the message center.

Search Filters

Figure 8 Search filters

Note: You can click on the details in the Sub Bucket to retrieve the corresponding details in the adjacent multiline or use the Search Filters to retrieve details in the multiline.

The Search Filters as shown in Figure 8, above the multiline in the Customer Order Management WorkSpace displays the search criteria based on which the customer orders details can be retrieved in the multiline.

The CSM can narrow down the search by making use of the search filters in case of larger number of records.

Note: Search is based on the following:

a. All orders relating to the login OU if no Main Bucket is selected.

b. All the relating to the Main Bucket selected if a Main Bucket is selected.

c. All the orders relating to the Sub Bucket if a Sub Bucket is selected.

Select the criteria based on which you wish to view details and provide the date range during which date the customer order was created. Check the 'Include Closed' check box if you wish to view details of customer orders which are “Closed”, “Short Closed” and “Cancelled” statuses.

   On clicking the  icon, the system lists all the customer orders in the multiline that satisfy the search criteria entered.

Multiline

 The Multiline below the Search Filters in the Customer Order Management workplace displays the list of customer orders with their basic details as shown in Figure 9.

Figure 9 Multiline

Note: The system displays in the multiline all the eligible customer orders within the purview of the CSM.

• Click the hyperlinked CO # in the multiline to view the “Manage Customer Order” screen.                               

Customer Details

    Figure 10 Customer details

1.     On click of the hyperlinked CO# in the Multiline, the system displays the basic details of the customer in the Customer Details grid below as shown in Figure 10.

2.     The CSM can click the hyperlinked values in this grid to view more details.               

Work Execution Details

Figure 11 Work Execution details

On click of the hyperlinked CO# in the Multiline, the key information of the maintenance object associated with the customer order is displayed in the Work Execution Details grid as shown in Figure 11.

The CSM can perform the following:

Ø  Quickly identify any existing or potential TAT elapses from details of Promised Delivery Date (PDD) and Projected Completion Dates

Ø  Follow up effectively any delay due to operational approval requirements

Ø  Track pending shipments from information on part shipment statuses

Commercial Details

Figure 12 Commercial details

On click of the hyperlinked CO # in the Multiline, the details of the invoice release is displayed in the Commercial Details grid as shown in Figure 12.

The CSM can perform the following:

Ø  Prioritize follow-ups to enable billing and collection of bulk orders in terms of the order value.

Ø  Track delays due to commercial holds based on their approval status

On click of the      icon the system Provides customer balance details for the associated customer order, by traversing to the “View Customer Credit Information” activity of the “Customer Inquire” business component.

Graphs

Note: Scroll to the left of the WorkSpace to view the bar graphs

Number of Bookings Bar Graph

Figure 13 Number of bookings bar graph

1.     A graph on the right side of the Customer Order Management WorkSpace shows the number of bookings i.e., the month-wise count of customer orders for the last three months including the current month as shown in Figure 13.

2.     The CSM can view the number of bookings in a given period of time to access the performance of the CSM.

Billing and Collection Bar Graph

1.     A graph on the right side of the Customer Order Management WorkSpace shows all customer receipts recorded against prepayment and regular invoices that are raised against customer orders.

2.     The CSM can view the total value of “Billed” and “Collected” amount for the bookings done in a given month to access the periods in which order closures were below the expected limits.

Action Links

Actionable links are displayed based on the customer order selected for review.

Note: The system lists any of the mentioned links based on the follow-up action required relevant to the selected customer order.

Manage Customer Order

Manage Order Execution

Approve / Close Customer Order

Record Additional Charges

Hold / Release Customer Order

Manage Sale Quote

Approve Sale Quote

Process Invoice

Customer Correspondence

Process Customer Order

Customer Correspondence

Record Additional Charges

Reference Links

Manage Sale Contract

Manage Parts Pricelist

Manage Service Pricelist

Report Links

Invoice Report