It is of utmost importance for any business enterprise to maintain their existing customers. A proper after sales service through quick response prompt delivery is needed for enhancing customer satisfaction. Service need may encompass scheduled as well as unscheduled maintenance, warranty management, defect identification etc.
Salient feature of a service related module:
Overview of ERP service module - This is best illustrated by the following schematic diagram:
It may be seen from the above that an ERP service module constitutes of following major components
Master Data Management: Master data management is used to set up service module and broadly consists of maintaining general service data, service organization data and service items data as per following details:
General Service data:
Service organization data: Service Centers
A typical service organization is depicted by the following schematic diagram:
Service item data: Following details are recorded under service item data:
Configuration Control (Installations) - Service bill of materials is used for maintenance of a standard product. For customized items a configuration which define product structure and consists of various objects, is needed to be defined. The concept is best illustrated by the following schematic diagram:
With the Item data of a delivered product and the customer (location) data, a Configuration is generated by entering a Configuration Code. Object is a component of a configuration which is an item sold plus its serial number. Warranty, replacement, and history of repairs are directly associated with objects. Objects are controlled by versions and version control is used to keep structural changes of a configuration.
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