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Service proces flow schema:
In the flow diagram below you can see in great detail how an example of a service notification runs through the organization and how the Si-Planner modules process these and bring them to a successful conclusion.
Independent of the ERP package that is used, such as Oracle JDE (used in this example), SAP or another ERP package.
A malfunction comes in via:
A maintenance alert or preventive visit request comes in via:
A message can be resolved by:
If the problem is not solved due to the lack of the engineer having the right materials or something like that, an unresolved item is added to the database for that customer. This item and all other unresolved ones that exists becomes visible every time a new planning item is created so it cannot be forgotten. It will also be visible for engineers on the bottom of their jobsheet improving a department wide awareness of these items.
In the flow diagram below you can see in great detail how an example of a service notification runs through the organization and how the Si-Planner modules process these and bring them to a successful conclusion.
Independent of the ERP package that is used, such as Oracle JDE (used in this example), SAP or another ERP package.
A malfunction comes in via:
- Control room / call center via a call from a customer
- Control room via a remote monitoring system (RMS) by a telemetry system
- Control room via email via the website
- Planning via a phone call to the planner
A maintenance alert or preventive visit request comes in via:
- Si-Planner maintenance interval warning system
- Si-Panner major overhauling planning system
- A call from a On-call customer with a notification on his control panel
- A call from a customer via a BMS maintenance system notification
A message can be resolved by:
- The Support-desk/Callcentre by dialing into the installation and resetting via the telemetry system
- The planner immediately solved the problem via a telephone consultation with the customer.
- The service technician who solves the problems during a service visit.
If the problem is not solved due to the lack of the engineer having the right materials or something like that, an unresolved item is added to the database for that customer. This item and all other unresolved ones that exists becomes visible every time a new planning item is created so it cannot be forgotten. It will also be visible for engineers on the bottom of their jobsheet improving a department wide awareness of these items.
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