Managing Customer Requests

Managing customer request

Select the “Manage Customer Request” activity under the “Customer Request” business component.

The “Manage Customer Request” page appears.

Enter the following field:

Request # / Rev #

The number identifying the customer's request / revision for a quotation. Mandatory.

Ensure that the number entered in this field is a valid Request number. Use this field to retrieve the already created request document’s details.

Help facility available

Use the drop-down list box to specify the revision number generated for the Customer Request. The system lists all the revision numbers generated.

By default the system displays the latest available revision number generated for the associated Customer Request.

Click the
Select the “Create” pushbutton to clear the details entered in order to enable creation of a new document.

The system displays the following fields:

Request #/ Rev. #

The system generated request / revision number identifying the customer request for quotation.

Note: Ensure that a default numbering type is defined in the “Document Numbering Class” business component for “Customer Request" in case a request number for Sale is not already generated.

Note that the system will consider only thoses Requests with 'Request Type', 'Order' and 'Request For' 'Sales' for Request to Part Sale Order evaluation and Automation Process.

Note that the system will not process the Requests if the parameter ‘ Auto Generation of Customer Order of Part Sale Order on confirmation of Customer Request’ in the Set Sales Process activity of the Customer business component is set as 'No'

Note that the system will not process a Request if the 'Req. Processing Status' is updated as 'Processed - Error'

Note that the system proceeds with evaluation of scope against each of the Customer Request.

if the parameter "Evaluation of Agreed Customer Part sale list for Part Sale Order generation" in the “Set Sales Process Parameter’ activity of the “Customer” business component is set as 'Required'

Enter the following:

Request Type

Use the drop-down list box to select the type of request. The system lists the following options:

Quotation - Select this option if the request is for a quotation.
Order - Select this option for request to be converted into a Customer Order/Part Sale Order
BID - Select this option as a reference for providing a pre-quotation for the job requested.

By default the system displays “Quotation” in this field.

! Note:

· Request Type ‘Bid’ can be recorded only against Request for ‘Repair’ or ‘Advance Exchange’.

· Request for ‘Bid’ is not applicable for Pre-Order Quotation.

· The ‘Core info’, ‘Work scope info.’ Details can be provided for ‘Bid Request’ as applicable.

Enter the following:

Request For

Use the drop-down list box to specify the need for which the customer request was made. The system lists the following options:

Sales – Select this option if the customer request is for sale of part.
Rental – Select this option if the customer request is for rent of part.
Repair – Select this option if the customer request is for repair of a part.
Advance Exchange – Select this option if the customer request is for exchange of part.
Regular Exchange - Select this option if the customer request is for regular exchange of part.

By default the system displays “Sales” in this field.

Request Date & Time

The date / time in which the customer request was made. Mandatory.

Ensure that the date entered in this field is not a future date.

By default the current system date is displayed in this field.

The system displays the following field:

Document Status	The status of the request document which could be Draft, Fresh, Confirmed, Cancelled or Rejected. On click of “Save” in the Part Info or Core Info tabs (based on the Request for), the document is generated in “Fresh” status, if no errors are there in the details entered. Then the document shall be “Confirmed” or “Cancelled” to take the respective status. Document status remains as Draft, when there is some error in the details of the document Document status will be ‘Rejected’, on click of ‘Reject’ against the request. .
Ack. Status	The acknowledgement status of the request document which could be ‘Required’ ,’Not Required’ or ‘Acknowledged Required - Indicates that the ‘Acknowledgment for customer requests’ is set as ‘Required’ under set sales process parameters Not Required- Indicates that the ‘Acknowledgment for customer requests’ is set as ‘Not Required’ under set sales process parameters Acknowledged – Indicates that ‘Acknowledge’ pushbutton has been clicked against the request.
Req. Processing Status	Indicates the status of the processing of the request, which could be any of the following: Pending - Indicates that the new revision for the request on confirmation. Processed - Indicates confirmation of custome rthat requests which are processed and an order is generated Request - Processing – Indicates that request is without errors and is processed further. Processed - Error – Indicates that the request number has one or more errors, example, (No Sale Contract) and therefore will not be processed further. Not Processed? - Indicates requests which are not processed into an order By default the system leaves this field blank.
Order Generation Status	The Order generation status against the Request which could be ‘Generated’ or ‘Not Generated’ Generated – The request is processed and Customer Order/Part Sale Order is generated Not generated – The request is processed but the order document is not yet generated.

Note: The system updates the status Request processing and order generation status based on the parameter Automation(repair or exchange or Sales) set in the “Set Sales Process Parameter” activity of the “Customer” business component.

Note: Customer Requests Repair/Advance Exchange' without errors are processed into Customer Orders for evaluation of scope of CR if the following parameter is set as ‘Yes’;

1. Auto Generation of Customer Order on confirmation of Customer Requests for 'Repair/Advance Exchange' or

1. Auto Generation of Part Sale Order on confirmation of Customer Requests for 'Sales'

Note: Customer Requests Repair/Advance Exchange' without errors are processed into Customer Orders for Verification of the Automation Rules if the following parameter is set as ‘Yes Based on Rules;

1. Auto Generation of Customer Order on confirmation of Customer Requests for 'Repair/Advance Exchange' or

2. Auto Generation of Part Sale Order on confirmation of Customer Requests for 'Sales'

Note: The system generates one Customer Order is generated for the entire qty. of the Partt #, if the option setting 'Consolidate Exec. Order 'in the Part Master against the Part # is set as 'Yes'., else Customer Order is generated for each qty. of the Part #.

Enter the following:

Expected Reply Date	The date on which the customer is expecting a reply against the request for quotation that is raised. Ensure that the date entered in this field is later than or equal to the current system date.
Need Date & Time	The date / time in which the part is required by the customer. Ensure that the date entered in this field is later than or equal to the current system date.
Priority	Use the drop-down list box to select the priority for the customer for receiving the quotation. The system lists all the active Priority Codes defined in the “Manage Priority Codes” activity of the “Logistics Common Master” business component.
Customer Ref. #	The number identifying the customer reference of the customer request
Quotation Remarks	Additional details of the quotation.

Customer Details

Select the “Customer Details” button bar to record the customer details:

Customer #

The code identifying the customer who has raised the request. Mandatory.

Help facility available

Customer Name

The name of the customer who raised the request. Mandatory.

The system displays the following field:

Customer Type

The type of the customer who raised the request, which could be Existing or New. ‘New’ refers to the customers who are not registered in the system. ‘Existing’ refers to the customers who are registered in the system.

Contact Info

Select the “Contact Info” button bar to record contact information.
Enter the following field:

Contact Address ID

Use the drop-down list box to select the address ID for which the contact person information must be displayed. The system lists all the address IDs associated with the customer in the “Create Customer” page. Mandatory.

Ensure that at least one address is defined if the Customer Type is ‘New’, by visiting the Manage Address link provided near this section.

On selection of the Contact Address ID the system displays the following fields automatically either from the Customer master or from the details mentioned in the ‘Manage Address’ screen, as per the Customer Type.

Contact Person	The point of contact for the customer pertaining to the Address ID selected
Phone	The phone number pertaining to the Address ID selected.
E-mail	The e-mail ID pertaining to the Address ID selected. Note that the system sends an automatic email alert with the status of the customer request to the address mentioned in this field
Fax	The fax number pertaining to the Address ID.
Contact Address	The address of the pertaining to the Address ID.

Shipment Info

Select the “Shipment Info” button bar to record shipment information.
Enter the following field:

Address ID

Use the drop-down list box to select the address ID to which the Parts are to be shipped when this Request document is processed into an Order.

The system displays the following fields on selection of the Address ID, similar to the Contact info section:

Contact Person	The contact person pertaining to the Address ID
Phone	The phone number corresponding to the selected Address ID.
E-Mail	The email address corresponding to the selected Address ID.
Fax	The fax number corresponding to the selected Address ID.
Contact Address	The address corresponding to the selected Address ID.
Station #	The number identifying the station number for the corresponding address as specified in the Customer Master.
Carrier/Agency #	Use the drop-down box to specify the code identifying the carrier / agency preferred by the customer for the shipment of goods. The system lists all the active codes defined in the “Maintain Carrier / Agency Codes” activity of the “Logistics Common Masters” business component.

Additional Info

Select the “Additional Info” button bar to any additional information pertaining to the customer request.

Category	Use the drop-down list box to specify the category to which the customer request belongs. The system lists all the active Category codes as defined for the category type 'Customer Request Category in the “Manage Category Codes” activity of the “Category” business component of the “Sales Setup” business process.
Request SLA Category	Use the drop-down list box to select the category of the request based on which SLA terms will be applicable. The system lists all active request SLA categories as defined in the ‘Maintain Category Codes’ activity of the ‘Category Code’ business component. By default the system leaves this field blank.
Request Purpose	Use the drop-down list box to select the purpose for which the request is raised. The system lists all active request purposes as defined in the ‘Maintain Category Codes’ activity of the ‘Category Code’ business component. By default the system leaves this field blank.
Request Source	Use the drop-down list box to select the source document type based on which the request is being raised. The system lists all active source document type as defined in the ‘Maintain Category Codes’ activity of the ‘Category Codes’ business component By default the system leaves this field blank.
Description	A textual description of the customer request.
User Status	Use the drop-down list box to specify the user status of the customer request. The system lists all the active codes as defined for the category type 'Customer Request User Status' in the 'Manage Category Codes' activity of the Sales Setup business process.
Delivery Notes	Any comments regarding the delivery of the part.
File Name	The name of the file used for document reference that is associated with the part.

Select the “Manage Address” link on the right hand side of the screen to define the contact address for new customer, view contact details of an existing customer.
Select the “Collaborate” link on the right hand side of the screen to use the discussion tool.
Select “Sale” from the “Request For” drop-down list box to create request for sale.
Select “Repair" from the “Request For” drop-down list box to create request for repair.
Select “Exchange” from the “Request For” drop-down list box to create request for exchange.
Click the “Save” pushbutton to save the details recorded.

Note that a new revision in 'Fresh' status is created on click of 'Save' against a Request with Request for 'Advance Exchange' in 'Confirmed' status

Note that the system does not confirm customer requests with advance excahnange the Issue has already been confirmed for at least one part against the exchange MR generated for the EXO of at least one Customer Order generated against the request.

Select the “Check Part Availability” link to check the availability of the requested part in stock.
Select the “Acknowledge” pushbutton to acknowledge the customer request and update the status of the CR as “Acknowleged”

Note: Ensure that the Request # is not in 'Rejected' status.

Note that the system displays the Confirm and Cancel pushbuttons only at the creation of a new revision in “Fresh” status.

Click the “Confirm” pushbutton to confirm the status of the customer request document.

On confirmation of new revision generated against a customer request with 'Req. Processing Status” as ‘Processed' and “Order Generation Status” as ‘Generated’, the 'Req. Processing Status” is set as ‘Pending’ for the new revision .

Next, the latest confirmed revision of the customer request will be processed into a customer order by an automated process comprising multiple steps. At the end of the automated process, the status of the customer requests is derived in the following way:

Scenarios	Req. Process Status	Order Generation Status
The customer request (With/Without revision) is confirmed but the scheduler is yet to pick the request to process it into customer order	Pending	Blank
The customer request (With/Without revision) is confirmed and the scheduler picked the request to process it into customer order	Under Processing	Blank
The customer request (With/Without revision) is confirmed and the scheduler processed the request but encountered errors	Processed - Error	Blank
The customer request (With/Without revision) is confirmed and the scheduler processed the request but the customer order was not generated due to automation rule failure	Processed	Not Generated
The customer request (With/Without revision) is confirmed and the scheduler processed the request and customer order has been generated	Processed	Generated
The customer request document (With revision) is confirmed and the customer order is already generated against previous revision of request though the latest revision has not yet been accepted or rejected.	Pending	Generated
Request document (With Revision) is confirmed, Order is already generated against previous revision of request, and the changes made in latest revision of request are accepted.	Processed	Generated
Request document (With Revision) is confirmed, Order is already generated against previous revision of request, and the changes made in latest revision of request are rejected.	Rejected	Generated

The latest confirmed revision is deemed valid and will be displayed in the Confirmed tile Customer Order Hub.

Click the “Cancel” pushbutton to cancel the customer request.

Note: To Confirm or Cancel a customer request ensure that the Request # is in “Fresh” status.

Click the “Short Close” pushbutton to terminate the customer request.

Note that the system does not allow short closure of customer requests with advance excahnagein confirmed status for at least one part against the exchange MR generated for the EXO of at least one Customer Order generated against the request.

Note that the system does not allow short closure of Customer Requests of type Bid or Quote.

Note that the system does not allow short closure against customer requests with Request For as 'Sales' or 'Rental', 'Repair', or 'Regular Exchange

Note: The system considers only the details given below for Contract Evaluation in Customer Request

· Request for

· Request Date

· Customer #

· Part#/Mfr#/Serial#/Lot#

· Removed from A/C details

Howerver, if the parameter 'Home based Stock Cons.?' is set as 'Report Consumption’ or ‘Place Demand’, the system considers only those Part Effectivity Line numbers for the given 'Part # - Customer # - Removed from A/C details combination with Service Type as ‘Exchange’ for contract evaluation.

Select the “Edit Terms and Conditions” link at the bottom of the page to modify details of the customer request.
Select the “Upload Documents” link at the bottom of the page to upload documents or attach files for reference.
Select the “View Associated Doc. Attachments” link at the bottom of the page to view details of the documents attached for reference.

The system displays the following fields in the “Record Statistics” group box:

Created By	The login user who created the customer request.
Created Date	The date on which the customer request was created.
Last Modified By	The employee code of the login user who last modified the customer request.
Last Modified Date	The date on which the customer request last modified.
Confirmed By	The login user who confirmed the customer request.
Confirmed Date	The date on which the customer request was confirmed.

Create customer request for sales

Select “Sales” in the “Request For” drop-down list box.

The system by default displays the “Part Info” tab page.

Create customer request for repair

Select “Repair” in the “Request For” drop-down list box.

Note: Note that the Core Info and Workscope tabs are displayed on selection of Repair in the 'Request For' field. However on selection of ' Exchange' in the ‘Request For' combo the system displays he 'Part Info.' ,'Core Info' and 'Workscope Info' tabs

Select the “Core Info” tab to record core information.
Select the “Workscope Info” tab to record workscope details.
Enter the following fields:

Acknowledgement Date

The date on which the Request is Acknowledged

Ack/Rej. Remarks

The Remarks provided while acknowledging or rejecting the request.

To be provided mandatorily on ‘Rejection’ of Request

Select the ‘Confirm’ pushbutton to confirm the Customer Request and update the status of the document as ‘Confirmed” from “Fresh’ status.
Select the ‘Cancel’ pushbutton to cancel the Customer Request
Select the “Edit Terms and Conditions” link at the bottom of the page to modify details of the payment terms and conditions for the parts to be serviced
Select the “Upload Documents” link at the bottom of the page to upload documents or attach files for reference.
Select the “View Associated Doc. Attachments” link at the bottom of the page to view details of the documents attached for reference

Create customer request for Exchange

Select “Exchange” in the “Request For” drop-down list box.
Select the “Part Info” tab to view part information.
Select the “Core Info” tab to to record core information.
Select the “Workscope Info” tab to record workscope details.