inforln.com erp ln 10.4 managing the integration between service and quality management

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LN: v10.4 Managing the Integration Between Service and Quality ManagementRollout trainingCampus Course Code: 02_0021040_EEN0456_ELN

July 2014

Gerrit Willem Slotman, Senior Business Analyst, gerritwillem.slotman@infor.com

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Agenda• Why

• Big picture

• Business value

• Pain & perspective

• Business Requirement

• How• Solution Overview

• Solution Process

• What• Solution Details

• Demo• Summary

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Non-Conformance Reports – the bigger picture• Compliance Management systems:

• Quality - ISO-9001

• Safety – AS 4801

• Environmental - ISO -14001

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Perspectives - example

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The business requirement• Create Non-Conformance Material Reports from Service• Link and existing NCMR to Service objects• Link a Disposition to a Service object

http://www.camstar.com/resources/glossary/definition-of-nonconformance-management/

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High level Process

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Call

Non-Conformance-

Disposition

Service OrderMaintenance Sales Order

Work OrderBatch Repair Work Order

Supplier ClaimCustomer

Claim

Solution Overview

Manual Link select NCMR/Claim Manual Link

Manual Link

Create Non-Conf Create Non-Conf

Manual Link

Manual Link

Manual Link

2

3

4

5

69

7

8

Service Order Activity

Work Order Activity

Out of Scope

Materials Material Resources

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Solution: the process

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Demo

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Demo• Create a NCMR from an Outgoing Subassembly• Link an existing NCMR to a Claim

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Summary: • Back to the bigger picture:

• Forced by government regulations like e.g. FDA

• Forced by (potential) customers

• Summary of: • Business Value

• Pain: not compliant, non-structured process

• Perspective: satisfied customer(s), new market share, more revenue, being compliant

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