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3G eRMA User Guide

3G eRMA User Guide. - 2004/08/02 -. Login-1. 3G eRMA Homepage.  Login Block - E-mail Address Format. . .  Search Block - RMA No - Serial Number - Product Name - Customer RMA No.  World wide Repair Center Contact Information. . Login-2.

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3G eRMA User Guide

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  1. 3G eRMA User Guide - 2004/08/02 -

  2. Login-1 3G eRMA Homepage  Login Block - E-mail Address Format    Search Block - RMA No - Serial Number - Product Name - Customer RMA No  World wide Repair Center Contact Information 

  3. Login-2 Successfully Login 3G eRMA  Login User    Responsible Repair Center   Logout eRMA  eRMA Service Block - Request RMA No WayI: step by step, item by item WayII: import data from Excel to eRMA - Review my RMA Request On-Line - Get Statistics/Raw Data about my RMA cases - Change My User Profile    eRMA Workspace Block ( staff only ) - Preview: determine Workflow before receiving - Receive: receive operations - Prioritize: arrange the priority of RMA cases for repairing - Repair: repair operations - Ship: ship operations - Logistics: spare parts/swap pool/outsourcing operations - Analysis: repair analysis operations   Spare Parts Block ( staff only ) - Spare Parts Application - Stock Management & Transaction ( Stock-In/Stock-Out )

  4. RMA Request-1 Guide Tab  RMA Request Process Indicator    RMA Request Process Tabs - group relevant data in individual tab for good reading    Request RMA No  RMA Request Process Flowchart ( for user reference )   RMA Goods Flowchart ( for user reference )

  5. RMA Request-2 Customer Tab   Switch to Customer tab    Pick correct company info from the list  Customer Bill-To Info   Copy Info from Bill-To to Ship-To   Customer Ship-To Info - Company Name / Contact Person / Company Address are required - all fields are editable, allow to modify data directly

  6. RMA Request-3 Customer Tab ( Pick Button )      Select searching field Remark: The company Info is from AxSC MFG  Input keywords  Press [Submit] button  Check searching result

  7. RMA Request-4 Product Tab ( Product Info )   Switch to Product tab    Input Serial Number  Press [Search] button  Get product info from Barcode System EPA0366158    If get nothing from Barcode System, please manually select correct product name from the list via Pick button

  8. RMA Request-5 Product Tab ( Problem Info )  Provide relevant info about symptom & environment - Customer RMA No: defined by user, build the linkage between RMA No & Customer RMA No - RMA Type: select proper type for return goods (*note1) - Repair Center: staff only, determine responsible repair center (*note2) - Original RMA No: build the linkage to the previous RMA No    Add to the Defect List   Problem Description Way I: free-format typing directly Way II: select proper items from the list through Pick Problem Way III: Mix Way I & Way II *note1: RMA Type Items - Repair - Credit - X-Ship - Rework *note2: Repair Center Items - AASC - ACI - ACSC - AESC - AKMC - ATSC

  9. RMA Request-6 Product Tab ( Modify )  Defect List - Etd Fix Fee: ave. of past service fee for same product - Etd Ret. Date: ave. of past transportation time + 5 working days the above 2 items are reference only, depends on real situation  Modify data then update to Defect List      Delete Item  Modify Item   Press [Finish] button to complete RMA Request

  10. RMA Request-7 RMA Receipt  RMA Receipt  Print RMA Receipt and send it back with goods  

  11. RMA Request-8 Import for RMA Request       RMA Request  Download the pattern of Excel and follow the format to complete it  Set the path to the Excel for file upload  Determine if reviewing the defect list before RMA Request completion  Press [Transfer] button to complete the data transfer

  12. RMA Request-9 Format for Excel Import

  13. My RMA Request-1 RMA Order No List   Set the searching condition to narrow down the outcome    My RMA Request   Searching Result, list record of RMA Order No  Click ‘RMA Order No’ and break down to its RMA No Remark: Click ‘Check’ to bring out the original RMA Receipt

  14. My RMA Request-2 RMA No List   Set the searching condition to narrow down the outcome    Searching Result, list record of RMA No  Click ‘RMA No’ to see detailed info

  15. My RMA Request-3 RMA Detailed Info     Switch to different tab to get different data  Summary info about the RMA case  Show the current status with flowchart, including date & handler Remark: Different workflow has different tabs, the visibility of tabs depends on user access right

  16. Repair Report Repair Report Format Advantech Taiwan Service CenterFl.2, No.108-3, Ming-Chuan RoadShing-Tien City, Taipei , Taiwan R.O.C.Tel: 886-2-2218-4567   Fax: 886-2-2218-7549 eRMA Web: erma.advantech.com.tw Repair Report of R4800001-1 Customer Info Bill-To Account: Repair Fee: Ship-To Account: Ship-To TEL: Ship-To Attention: Ship-To Fax: Ship-To Address: Product Info Product: Customer RMA No: Serial No: Warranty: Repair Info Problem Description:  Duplicated Before Fixing  Another Problem Found Date: Stage: Handler: Repair Result: Repair Action: Repair Remark: 1. Another Problem Description ( manual ) 2. Replacement Information ( auto ) Functionality Check: Inspection Check: Rework Info: * Rework is performed ……….

  17. My Statistics-1 Statistics Report  employee  all  employee  employee  all  employee  employee  employee  employee  employee  employee  all  all  all  all  all

  18. My Statistics-2 Statistics Report

  19. My Subscription-1 RMA Subscription

  20. My Subscription-2 RMA Subscription

  21. User Profile Change User Profile  where user is from  eRMA login name  changeable  user access right  company info  default responsible repair center Allowed to ship goods to authorized repair center(s) with responsible RMA representative

  22. Workspace-1 Summary – Request ( RC )     Group and summarize RMA info  Set searching condition to narrow down the result  Searching result based on searching condition Remark1: > For RMS/RTS  just show cases which belong to individual RMS/RTS > For Manager  can see all cases and summarize data based on specific Repair Center/Staff Remark2: - Request  not received, on the way • Receive  not assign RTS, waiting repair • Repair  repairing • Analysis  analyzing • Ship  waiting shipping

  23. Workspace-2 Summary – Request ( RMS ) Under Construction

  24. Workspace-3 Summary – Receive ( RC ) Under Construction

  25. Workspace-4 Summary – Receive ( RMS ) Under Construction

  26. Workspace-5 Summary – Repair ( RC ) Under Construction

  27. Workspace-6 Summary – Repair ( RMS/RTS ) Under Construction

  28. Workspace-7 Summary – Analysis ( RC ) Under Construction

  29. Workspace-8 Summary – Analysis ( RMS ) Under Construction

  30. Workspace-9 Summary – Ship ( RC ) Under Construction

  31. Workspace-10 Summary – Ship ( RMS ) Under Construction

  32. Workspace-11 Workspace - Preview        Preview Remark  Set searching condition  Select affected items  Set Responsible Repair Center & Drop Shipment Request if Back-Delivery workflow is selected  Check searching result  Pick correct workflow

  33. DOA Agreement This (These) product(s) is (are) claimed as Defect On Arrival. We ask Advantech to replace it (them) and send us the new replacement(s) free of charge immediately. We hereto obligate to undertaking the terms and conditions stated as follows: A.We ensure that the product(s) set forth above is (are) Defect on Arrival within three months from Advantech shipping date. It is (They are) not damaged causing by shipping or failures result from accident, misuse, abuse, neglect, mishandling, misapplication, modification, improper operation, improper repair, or rework. We haven altered or changed any components or circuit and haven reworded this (these) product(s). B.We ensure that the product(s) set forth above will be sent back to Advantech Co., Ltd. in Taiwan within five (5) days from the date and year first above written and the product(s) set forth above will be well package to avoid damage in return shipment. Otherwise, we agree to purchase the replacement(s) and pay the bill to Advantech Co. Ltd. immediately. C.We agree that Advantech Co., Ltd. reserves the right to examine the product(s) set forth above. If we are in breach of the preceding Sections A and B. We shall be liable to pay the charge occurred and pay the price of the replacement(s).IN WITNESS WHEREOF, we have caused this Agreement to be duly signed and executed on the date and year first above written. I accept the agreement

  34. Workspace-12 Workspace - Receive       Set searching condition  Select affected items  Upload files if necessary  Check searching result  Pick correct items

  35. Workspace-13 Workspace – Prioritize ( RMS )

  36. Workspace-14 Workspace – Prioritize ( RMS Admin )

  37. Workspace-15 Workspace – Prioritize ( RTS Admin )

  38. Workspace-16 Workspace – Repair ( RMS/RTS )  Set searching condition     Check searching result  Click RMA No to enter Repair Stage

  39. Workspace-17 Workspace – Repair ( Edit ) : 4 Blocks  Switch to different tabs to get different information    Preview block   Repair block   Check block  Conclusion block

  40. Workspace-18 Workspace – Repair : Preview & Repair Repair History  RMA No would be shown if ever returned for repair ECO Reminder  link to PLM and check if there is any ECO related to the product ( BOM is brought out automatically ) Picture Attachment  upload the relevant pictures or files for further reference Action Code ( 1st field )  you can either input action code directly or pick up proper item from the list Location ( 2nd field )  input the specific and correct location of replaced component on PCB ( for system level product, please input key parts for further searching in PLM or pick up proper item from the list ) Remark ( 3rd field )  leave message for reference, just like ECO No for rework issue List Record  Action Code + Location + Part Number + Remark Part Number would be determined according to Product Name and Location under PLM

  41. Workspace-19 Workspace – Repair : Parts Application Parts Application  click the button to link to the below web page ( Parts Application ) Parts Information  bring out the basic information of the part and check the status of RMA stock, then determine the qty Application List  it is allowed to apply multiple items in one application sheet Ps. The system would leave the message about parts application in Comment

  42. Workspace-20 Workspace – Repair : Check Functionality Check  double click on certain item then it would be added into the right list if certain test item is not included in the left list, you can add it by manual Inspection Check  same with Functionality Check

  43. Workspace-21 Workspace – Repair : Conclusion Repair Result  select the proper repair status based on real situation Repair Comment  leave message for reference if necessary Repair by  auto generated, it is necessary to input the working hour Failure Code  determine the defect cause after fixing and pick up the proper item from the list this information will be useful for advanced analysis for relevant department Responsible  select correct item based on real situation ( Design  must be “Rework” with ECO No ) 2nd Repair  determined by RTS Leader 1st detector: system ( within 3 months ), 2nd detector: RTS Leader ( same problem, then select Reason Code ) Repair Cost  Labor Cost + Material Cost, calculated by the system, for internal reference Supplier Remark  maintained by the supplier, for out-sourcing products

  44. Workspace-22 Workspace - Ship  Set searching condition    Check searching result   Input relevant information for individual case   Save shipping information for all selected items at a time

  45. Workspace-23 Workspace – Logistics : Parts   Parts Application | Product Swap | Outsourcing Products   Set searching condition    Check searching result  Handle the case and make the transaction

  46. Workspace-24 Workspace – Logistics : Handling

  47. Workspace-25 Workspace – Logistics : Product

  48. Workspace-26 Workspace – Logistics : PFS

  49. Workspace-27 Workspace - Analysis

  50. Workspace-28 Workspace – Analysis ( Edit )

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