Services
Services
The automation of service provision in this article will be analyzed based on repair service operations.
The logic of the repair process is quite complex, branching out according to the type of repair (in-house or on-site), repair type (warranty/paid), feasibility of repair, and so forth. However, in general, the chain of documents for conducting repairs is as follows:
1. Repair request
This document is completed when a malfunctioning device is brought to the service center; all its characteristics are specified along with the type of repair (under warranty/non-warranty), detailing the device’s components. Simultaneously, accounting entries are made to the off-balance sheet account to record its receipt into the repair depot.
2. Fault assessment
This is the primary document in the cycle, completed by the service master during the dismantling and diagnostic phase of the malfunctioning device. At this stage, the feasibility of repair, parts requiring replacement, and the actual cost of repair are determined. Depending on the client’s agreement to proceed with the repair at the specified cost and the ability to perform the repair, the repair is carried out. Spare parts are deducted from stock, marking the completion of the device’s repair or refusal to proceed with repairs.
3. Delivery to client
The return of the device from the depot occurs after the completion (or failure) of the repair at the customer’s request and if the device is not disassembled for warranty parts. This document marks the end of the cycle, recording the removal of the device from the off-balance sheet of the repair service. From this document, all necessary forms for the customer can be generated, and additionally, an automatic payment order can be generated if the customer pays in cash.
4. Disassembly
The disassembly document is created after the faulty evaluation of the device and the conclusion that it cannot be repaired. Upon entering this document, the defective device is taken into the off-balance sheet of the service center and dismantled into parts by the center, forming records of the entry of spare parts into the spare parts inventory. It is commonly used in warranty repairs and upon receiving devices from the stores that sold them.
System reference list used:
- Products
- Services
- Stakeholders (customers, buyers, suppliers, others)
- Product models (which can also be a reference list for “Products” and “Product”)
- Brands
- Price groups (for spare parts, if needed)
- Masters
Printed forms (from all documents):
- Receipt for receiving equipment for repair
- Entry order into the warehouse
- Exit order from the warehouse
- Defect evaluation list
- Report of completed works
- Expertise report
- Tax invoice
- Goods accompanying note
Reports
Standard reports include:
- Return sheet to the warehouse (by warehouses);
- Stocks of products in the warehouse (by warehouses);
- Stocks of brought-in devices (off-balance);
- Compensation register with interested parties (with the concerned parties);
- Document register
Specialized reports:
- Universal report on equipment under repair
- Report on masters’ activities within a specific timeframe
- Repair works by type, work types, devices, stakeholders, groups, completeness in quantitative and value terms, in proportional measure from the total, group quantity and sum, average quantity per period based on work types, products, groups;
- Repair costs by type and groups, warranty-non-warranty;
- Report on customer payments for repairs
- Report on repeated repairs
- Report on spare parts sales
Access configuration:
- Repair Service Administrator (full access to management and accounting information regarding repairs);
- Accountant (full access to documentation of spare parts settlement/storage, access to reports);
- Repair Master (access only to defect assessment and actual product repair data);
- Storekeeper (access to inventory management operations);
- Dispatcher (access to data regarding repair requests/home repairs).