Manage Customer Order – A summary of the activity

This activity enables the Sales personnel to create and maintain customer service orders. A customer service order is created for dispensing maintenance or non-maintenance services for  aircraft or part.

Typically, a customer order contains comprehensive information on the service that is to be provided to an aircraft or part. A customer order relates to a single entity, which could be a specific aircraft or part. However, if the object of service is a part, multiple serial numbers of the part or alternates of the part can also be serviced through a single customer order.

You can perform the following tasks in this activity:

• Create customer order:You may create a customer service order by recording the necessary details in this activity. The system automatically allots an order # to the customer order and sets the status of the order to “Fresh”. However, if the required information is not provided at the time of creation of the order, the status is becomes “Draft”. Later on, the status becomes “Fresh” from “Draft” when the requisite information is updated to the customer order.

• Modify customer order: You may modify/add details to a customer order, if it exists in “Fresh”, Draft”, “Returned”, ”Approved” or “Processed” status. However, if you can modify/add details to a customer order in “Approved” or “Processed” status the system sequentially increments the version of the order. The status of such an order is set to “Fresh”.

• Confirm customer order: You can confirm a customer order indicating its completion. The status of such a customer order becomes “Confirmed”. A confirmed customer order is eligible for approval by the chief sales manager. However, on confirmation, the customer order can be automatically approved or processed, if preset in the Define Process Entities activity of the Common Masters component.

• Cancel customer order: You can cancel a customer order, if it is no longer required/valid. The status of such a customer order becomes “Cancelled”.

Statuses of customer order

The vital information that you can record for a customer order include:

• Customer order details

• Work scope and execution details

• TAT details

• Billing details

• Shipping details

• Tax/Charge/Discount details

• Create revisions

• Sale contract: Every customer order is bound by a sale contract defined in the Sale Contract – Services component. A customer order inherits many attributes, such as contract type, sale type, aircraft/part effectivity, task effectivity, pricing & invoice, TAT, execution terms incoming & outgoing terms from the sale contract to which it is attached.

Execution documents: On confirmation/authorization of a customer order, the system automatically generates execution documents, such as AME Ref #, shop work order or repair work order.

Automated customer service orders: The system automatically generates customer orders from customer goods receipt or shop work order in certain circumstances. Such orders can be retrieved in this activity for modification though you cannot change some of the information inherited from the reference document (customer goods receipt or shop work order). 

Contract Re-assignment: Through this activity you can change the contract/revision/object effectivity code for a customer order even after the order has been confirmed, approved or processed. This is referred to as contract re-assignment. On approval of the customer order, the reassigned contract becomes applicable for the order. The system also revises the pricing basis/sale type and COA for tasks as per the new contract. New estimates and quotes are generated for the order based on these attributes. Further, the TAT and commercial attributes of the customer order are also updated in accordance with the newly assigned contract. However, the system allows you to assign another revision of the contract to a customer order only if the attributes associated with Work Scope, Inclusion & exclusions for task or Exclusions for part of the new revision vary from the previous revision of the contract.

The following details of a processed customer order remain unaffected by contract re-assignment, as they are specific to the customer.

•  Work Execution

• Shipping terms

• Billing terms

• TCD details

The system does not allow reassignment of contract to a customer order that is in “Processed” status, if any objectionable transactions exist for the customer order.

List of objectionable transactions

• If an invoice event has already occurred for a customer order /date is available for the event.

• If invoice release of invoice type “Regular” exists for a customer order.

• If the customer order is an exchange order and the old contract disallowed exchange of parts while the reassigned contract allows exhange of parts

For more details, click Managing Customer Order.

Prerequisites

Create sale contract relevant for the customer order in the Sale Contract - Services component.

What you can do in this activity

• Record/modify Customer order details

• Record/modify Work scope and execution details

• Record/modify TAT details

• Record/modify Billing details

• Record/modify Shipping details

• Record/modify Tax/Charge/Discount details

• Confirm customer order

• Cancel Customer order

• Reassign contract