Service Module Process Map – W200 – Warranty (Generic) - Warranty.pdf · McIntosh and Son...

Process Map McIntosh and Son

Revision Date – 25th October 2017

Service Module Process Code: W200 Warranty (Generic)

McIntosh and Son Service Module Process Map – W200 – Warranty (Generic)

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©Auto-IT Pty Ltd | This material is the property of Auto-IT Pty Ltd. All Use, disclosure and/or reproduction not specifically authorized by Auto-IT Pty Ltd is prohibited.

Contents

High Level Process Definition ......................................................................................................... 3

Business Policies ............................................................................................................................ 4

Warranty Details .................................................................................................................... 4

Warranty Invoicing................................................................................................................. 4

Warranty Claims .................................................................................................................... 5

Statement of Work ........................................................................................................................ 6

Warranty Claim Process ............................................................................................................. 6

Process Warranty Freight ....................................................................................................... 8

Process Warranty Credits ......................................................................................................... 10

Processing a Multiple Warranty Credit ................................................................................. 12

Available Warranty Audit Reports. ........................................................................................... 13

Warranty Control Status Report ........................................................................................... 13

Warranty Received Report ................................................................................................... 13


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High Level Process Definition

Process Name Warranty

Process Intent To process and control Warranty Claims to settlement

Process Owner Group Service Manager

Process User Service Administrator

Process Starts with Identification of a Warranty Claim

Process Ends with Receipt of the RCTI (Recipient Created Tax Invoice) Credit Note properly processed against the appropriate Claim - Warranty Claim Completed

Process Customer Group Service Manager Service Manager Group Administrator


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Business Policies The following Business Policies are applicable to the execution of the processes defined and referred to in this Process Map.

Business Policy – W200-01 Warranty Details

Warranty information (especially expiry date & extended warranties) must be entered for all machines where available. Where warranty details are not shown for a new machine transferred to the Workshop, immediate investigation should occur.

Process Owner: Service Admin

Business Policy – W200-02 Warranty Invoicing

Warranty jobs are to be invoiced upon completion of the work. Do not wait for claims to be paid before closing the Repair Order.

Process Owner: Service Manager

Dashboard Chart: Warranty Status Position Summary (WIP at Cost)


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Business Policy – W200-03 Warranty Claims

It is the responsibility of the Service Manager to ensure that all warranty claims are submitted within the manufacturer’s guidelines. Warranty Settlement Only the Branch Administrator is permitted to finalise warranty claims. Settlement will only take place once the Warranty Control report has been reconciled by the Service Manager and approved by the Branch Manager

Process Owner: Service Manager

Dashboard Chart: Warranty Status Position Summary (Outstanding/Unclaimable)


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Statement of Work

Warranty Claim Process Complete Invoicing for the Warranty Claim (refer Process Map W130 Repair Order Maintenance & Invoicing for further details)

Open the Repair Order Maintenance and Invoicing window

Complete all details prior to invoicing.

In the Maintenance & Invoice Details Tab.

- Change the customer number to the Warranty Customer (as per example) in the “Invoice Details” section.

Invoice Type should be Warranty.

Delete any Service Charges before invoicing repair order.

Invoice Repair Order (Invoice RO button).

Print & Retain Warranty Invoice with Warranty RO.


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Open the ‘Warranty Claim Registration’ window.

Enter / Select / Search for the Warranty Invoice Number.

Select the invoice to be the subject of the Warranty Claim and highlight the line before clicking the ‘Claim’ button.


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The ‘Register Warranty Claim and Sub Claim’ pop up will be displayed.

Complete the details in the pop up, ensuring the Claim Number is entered and click Save. The Warranty Claim should then be submitted in accordance with Manufacturer defined processes and procedures.

Process Warranty Freight

This section reviews the procedure for processing freight associated with warranty claims. Freight is not recoverable from the Manufacturer for parts freighted for warranty repair orders therefore it is not necessary to charge the freight to the warranty RO. Upon receipt of a freight invoice (i.e. Start track, Niteroad etc) identify freight for parts charged to a warranty repair order, note on the freight invoice Manufacturer/Model/Owner (Nitro 5333 Lloyd). Once all are identified, simply process the creditor invoice to the relevant parts Manufacturer Warranty Expense -Freight account, (Warranty Expense – Freight – Nitro) ensure details are shown as “Warranty Freight-Nitro 5333 claim-Lloyd” in the description field. The department is usually Sales (M).


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Excessive freight cost (eg: air freight) for warranty repair should be queried & discussed with the Parts Manager to determine if recovery is possible from customer.


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Process Warranty Credits This section reviews the procedure for processing credits received from the Manufacturer.

With the Warranty Claim Credit Note to hand (also referred to as the RCTI or Recipient Created Tax Invoice) open the Warranty Claim Registration Window.

Upon receipt of a Manufacturer’s Warranty Credit or RCTI into your branch, the first process is to hand the Credit to the Service department for review to ensure that the credit note matches the amount claimed. The Service Manager is to initial/sign off the Credit to confirm that it is OK for processing by the Administration department. If the Credit amount differs significantly from the amount being claimed these needs to be discussed amongst the Service & Administration departments to determine the best course of action

Set the Invoice Search Criteria (Outstanding)

A search can be performed by either Invoice Number or by Repair Date Range.

Check one of the options under the Status area by ticking the relevant box:

Closed – The credit has been processed or written off. Outstanding – The warranty claim has been submitted. Unclaimed – The warranty claim needs to be submitted.

Click ‘Retrieve’

Other function buttons at the bottom of the screen relevant to this section of the Process Map include:

Bulk Settlement – the Bulk Settlement button is used to activate functionality enabling the processing of multiple claims settled on a single Credit Note.

The results will appear below and to process the Invoice required highlight the Invoice (by clicking the line it appears on) and click ‘Settlement’.


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The Settlement Credit Notes pop up will appear, as follows –

Fill in the Credit Note number.

The Credit Date will automatically fill in with the system date but this can be changed.

Enter the appropriate (credited) dollar amounts into the correct rows in the ‘This Receipt’ column. These values are often different to the amount claimed.

Please take care with Credits received from Non GST suppliers (eg; McIntosh Distribution) If setup was completed correctly the Supplier Code should be automatically populated. If not then Complete fields as required.

Click Save – the following pop up message will appear.


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Important: Is this the final claim-Always answer No - Closed claims cannot be re-opened.

Processing a Multiple Warranty Credit

Where a number of Warranty Claims are settled on a single Credit select the relevant claims as shown below, then click the Bulk Settlement button.

The following pop up will display detailing the selected Claims

Claim Settlement details are displayed in the lower part of the pop up for the selected claim. Complete claim details as described in the Single Claim Settlement section above and when completeclick Save.


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Available Warranty Audit Reports. Warranty Control Status Report

Warranty Received Report

Service Module Process Map – W200 – Warranty (Generic) - Warranty.pdf · McIntosh and Son...

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