Customer Order - Services – An overview

The Customer Order – Services component facilitates management of customer service orders, which are created against customer purchase orders. A customer order is an undertaking for repair/service of parts/aircraft. Typically a customer order pertains to a single maintenance object, such as an aircraft or a part.

Additionally, the system automatically generates customer orders from customer goods receipt or shop work orders. Users can retrieve such customer orders in this component and process them similar to the manually created customer orders.

Typically, a customer order is bound by a sale contract. (The Sale Contract- Services component caters to the management of sale contracts.) Every customer order inherits key attributes from the sale contract including:

4      The parts and aircraft that may be repaired / serviced

4      The tasks that can be executed on the parts/aircraft

4      The work scope framework

4      The sale type, pricing basis and TAT

4      Tasks and material charges that are exempted from the customer order

However, users may modify many of these attributes to suit specific customer orders.

On approval/confirmation of a customer order, relevant work orders are generated automatically so as to execute the repair/servicing of the parts/aircraft. The system generates a shop work order, if the maintenance object of a customer order is a part. Similarly, AME Ref. #s are generated for customer orders whose maintenance objects are aircraft. These work orders or execution documents may in turn spin off more shop work orders, repair orders, and Customer/Adhoc purchase orders in order to accomplish the entire servicing of the parts/aircraft.

The system initiates an invoice release for a customer order automatically when the invoicing event (such as, Task Completion, Task Initiation or Order Completion as set in the sale contract) happens. Users can process invoice releases for customer orders in the Service Sale Billing component.

Specific activities in the Customer Order – Services component facilitate the users to perform the following tasks:

Manage Customer order: You can create and update customer orders in this activity. You may also cancel a customer order, if no longer necessary in this activity.

Manage Order Execution: As the execution of a customer order advances, you may record the execution details of the customer order in this activity. You may also initiate the invoice release in this activity for those  customer orders that have the invoice event set as “Manual”.

Hold/Release Customer Order: Through this activity, you may hold/release customer orders. You may also reject the hold put on a customer order in this activity.

Record Additional Charges: This activity enables you to record additional charges on a customer order. You may also modify additional charges on a task already recorded through a work order in this activity.

Approve Customer order: You can approve, return or close a customer order in this activity. Complete and accurate customer orders are approved while incomplete and erroneous customer orders are returned for rectification using this activity. You may also close a customer order, if and when all tasks on the maintenance object are complete.

Record Warranty Evaluation & Disposition: You can record warranty evaluation, complaint and recommendation details against a customer order in this activity.

Getting familiar with the activities inside