Service Order Processing

xiangzhao

Business scenario
Your company offers maintenance and repair services for computer equipment. To do
this, your staff sometimes visits your customer’s site. The Service Management (SM)
component is not used by your company.
One of your customers informs you by telephone that they are having problems with their
computer. An experienced employee decides that the problem has to be solved by a
technician at the site and decides which spare parts they will need. The technician is
automatically informed. He owns a ‘spare parts’ tool box which he fills by taking parts
from the warehouse. The order confirmation contains the service (for example, technician
category, hours taken) and a reminder that the dollar amount of the invoice depends on
the time taken and cost of the repair.
Any unused parts are returned to the warehouse. The technician then enters the materials
he used, the time the repair took, and traveling expenses (for example, taxi and hotel) in
an overview sheet. This sheet is used to create an invoice for the customer.