Transcript Slide 1

Field Service – Not Just for
Service Companies
Tom Karpowich
Straight Arrow Consulting
www.StraightArrowUSA.com
GPUG® Summit 2011
November 8-11
Caesars Palace – Las Vegas, NV
Agenda
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The Field Service Modules in GP
Traditional Uses of each module
Additional Uses of each module
Returns Options – a deeper dive
Add-On (aRMA)
Q&A
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The Field Services Modules
In Dynamics GP
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Contract Administration
Service Call Management
Depot Management
Preventive Maintance
Returns Management
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Contract Administration
 Field Service Use
– Service Contracts for items sold
– Defining Warranties
 Non-Field Service
Use
– Any type of contract.
Particularly if billing is not
monthly.
– Revenue recognition is
independent of billing.
– Examples:
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Sponsorship Income
Rental income of company-owned
assets.
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Contract Administration
Sponsorships
Rental Equipment
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Service Call Management
Field Service Use
Non-Service Use
 Scheduling Technicians
 Equipment
Configurations
 Equipment Tracking
 Tracking Companyowned Equipment
 Tracking customer
purchases (Product
Registration)
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Equipment Maintenance
(Service Call Management)
Tracking Customer Purchases
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Depot Management
Field Service Use
Non-Field Service Use
 Repair customerowned equipment
 Accumulate costs
– Invoice for repair, if
appropriate
– Integrates with Contract
Mgmnt
 Repair companyowned
equipment/Vehicles
 Accumulate costs – but
invoicing will not take
place
 Utilize Equipment Cards
 Track History
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Preventive Maintenance
Field Service Use
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Non-Field Service Use
Typically part of Contract Admin –
schedule PM based on contract
terms
Automatically suggest
dispatch/scheduling based on
schedule
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PM on internally used
Equipment/Vehicles
Can be used as a reminder system
– Don’t normally schedule
technicians, only reminders
that the equipment is due for
service.
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Returns Management (RTV)
 Field Service Use
– ‘Returns from Service
calls
– Customer Returns
 Non-Field Service
Use
– Any Returns from customers
(RMA)
– Vendor Returns (RTV)
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RTV – Diving Deeper
RTV vs PO Returns
Dynamics PO Returns
 Primarily designed for processing returns against purchase orders that have
had line items received against them, but it can also be used to return
inventory that has been moved or returned from a customer.
 This module links a line item to a PO Receiving document, which ultimately
ties back to the Purchase Order.
 If there is no PO available, then the item document that allowed that item to
be in inventory must be referenced (item transfer document or customer
returns invoice)
 If an item to be returned is received, but not yet invoiced, then when the
invoice is received, it will not allow matching an invoice to the returned item.
Thus, no vendor credit document will be created.
 If the item to be returned has already been invoiced, then a vendor credit
memo will automatically be generated for the cost of the item.
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RTV – Diving Deeper
RTV vs PO Returns
Dynamics PO Returns - Continued
 This module is a basic function that will allow items to be returned to the
vendor and the appropriate credit documents will be created. However,
with this particular functionality, there is no method for tracking RTV statuses
or process points from within GP. Further, it is not well-suited for items sent out
for repair or if they are to be automatically replaced with a similar item from
the vendor. However,
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DIAGRAM A:
Dynamics GP
Purchase Order
Returns Process
If invoiced, then
credit memo
created
Receivings
Transaction Entry
If not invoiced, not
allowed to invoice
the returned items
Non-Conforming
Item
Reference Original
PO
Original Item
Location
Non-Conforming
Item
Return to Vendor
Item is ‘moved’ to a
different location
Non-Conforming
Item
Credit Memo created
in AP
1. If the item is still in the original put-away location, then the original PO Receiving document can be referenced.
2. If the item has been transferred or sold/returned, the returns process cannot reference the original PO Receipt.
3. In all cases, an uposted vendor credit memo is created immediately.
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RTV – Diving Deeper
RTV vs PO Returns
Return to Vendor
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Returns can be manually entered or can originate from a customer RMA (return)
Can only return from inventory stock – no method exits to reference the original PO
automatically
Can collect return ‘costs’ allowed by the vendor.
– Restocking costs, guarantees, etc.
Can route to various ‘paths’
– Return for credit
– Replace
– Cross-ship
– Repair & return
Can create and enter return ‘Reason’ Codes
Document/return statuses
– Entered
– Shipped (From original location)
– Received (into Local warehouse)
– Ready to ship (Back to vendor)
– Closed
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RTV – Diving Deeper
RTV vs PO Returns
Return to Vendor – Continued
Drawbacks:
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RTV does not reference the original PO of the item. However it does
recognize inventory no matter where it is. Further, if it is customer ownedinventory that can be flagged as well.
Only inventory is available for RTV. Non-inventory and other items (such as
fixed assets) cannot be returned with this module.
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RTV – Diving Deeper
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Product Overview
The Advanced RMA (aRMA) Add-on for Dynamics GP will help you to maximize the
value of the investment you made in your Dynamics GP solution in a number of ways.
This add-on is particularly well suited for manufacturers/distributors and equipment
rental companies but has a place in any solution that leverages the Dynamics GP RMA
module to service customers. aRMA extends the Dynamics GP RMA Module to
accomplish the following goals:
1. Allow lines on a single RMA originating from many SOP Invoices.
a. Tie the credit amount on each line back to the originating SOP Invoice.
b. Reduce the number of RMAs issued to customers and that they have to
manage.
2. Allow users to Append RMA Lines from varied SOP Invoices to Existing RMAs.
3. Streamline RMA Entry to improve customer service levels.
4. Eliminate waste and redundancy in the RMA entry process.
Quite simply, it's an extension of and compliment to the standard RMA Module.
http://www.straightarrowusa.com/microsoft-dynamics-gp/advanced-rma
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Questions?
Tom Karpowich, CEO
Straight Arrow Consulting, Inc.
[email protected]
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