SERVICE

Pear Tree
2016-11-10 15:47

 

Dealership features a complete service department management system. It is very easy to use, yet offers extensive functionality. 

·       Create and manage quotes. 

·       Track the progress of work once it has begun. 

·       Keep the customer’s payments in order. 

·       Ensure that you have all of the necessary parts on hand to complete the repairs. 

·       Find out which of your mechanics are completing jobs faster.

·        And of course, keep all of your previous work orders even after they are closed, so you will never lose critical information again.

Your service department probably has front counter staff (service writers/advisors) and staff that work in the shop (mechanics/technicians). When a customer requests service, a service writer will draft a work order and give it to a mechanic. When some or all of the work is completed, the work order is returned to the service writer to be updated. After the work is done, payment is collected, keys are returned, and the job is complete.

Dealership handles work orders in the following manner:

  • If a customer is shopping around or is not yet ready to commit to the service, you can create a quote. Draft a written estimate for a customer, which is easily converted to a work order if they want the work done. Quotes can be printed, and have an expiry date determined by your dealership. (The default is 14 days.)
  • When you receive the go-ahead to do the job, you create a work order. Work orders are created almost exactly like quotes, only they are “live”—the system treats them as work in progress. You can update work orders at any time.
  • When work is completed, the work order is closed. This does not delete the work order, but renders it inactive so it is not treated as work in progress. You can still recall these, or even re-open them if necessary.

 

 

 

 

 

 

 

 

 

WORK ORDER

 

Service – Update – Open/Create

image001.png

Four different types of Work Orders:

-        External:  A retail work order.   The client pays.

-        Warranty:  The owner of the vehicle does not pay for it.  Either the manufacturer or the seller of the Extended Warranty pays.

-        Internal:  The cost is to the Dealership.  It either goes against the cost of the Unit or gets expensed.  Or it could fall under Policy Service. 

-        Dealer:  Anything else:  Lot damage, Dealership vehicle, etc.

 

 

External Work Order:

Customer calls or comes in to the Dealership with a unit that is no longer under warranty or would like to have work done that is not covered under the warranty.  They are expecting or their expectation is set that they will need to pay for the parts and services performed/added to their unit.  Work is done according to their acceptance shown by signature if in the dealership or documented via phone or email.

 

Work Order:

-        Leave blank, or if WO is already in the system, type in manually or use the Underlined link to choose from the Table.

-        Can enter own number or use a system generated one by using the NEW WO# button.

 

New WO#:

-        Click this button to create a new Work Order.

-        NEW will appear in Work  Order field.  This will change to a work order number once submitted.

 

Quote:

-        Leave blank.

-        Will gray out once anything is entered into the Work Order field.

-        If calling up a quote to change into a work order, manually type in the Quote number or use the Underlined link to choose from the Table.

 

Customer ID:

-        Manually enter the ID or use the Underlined link to choose from the Table.

-        Must be a valid Customer or will receive an Error warning,

image002.png

 

-        If the customer owns more than on Unit listed in the system, a message will appear.

image003.png

 

Add Customer:

-        If the Customer is not in the system, click this button to add.  If the information in the system for the customer is incorrect, it can be changed by using the Add button.  Therefore it can be done without leaving the screen.

-        Add customer information in the pop up window that appears (see Customer Update Notes).

                       

Customer Info:

-        Click this button to see Billing information about the Customer.

                       image004.png

 

-        Window cannot be edited.

-        WO Inquiry:

This button opens another window which displays any Work Orders attached to the Customer.

image005.png

 

Unit ID:

-        Stock number.

-        Only required for WO Type Internal.

-        Can manually type in the ID or use the Underlined link to choose from the Table.

-        If a WO is already open on the Unit to be serviced, a Warning message will appear.

image006.png

 

Add/Chg Unit:

 

                  image007.png

 

-        Can add a Unit not already in the system or make changes to an existing Unit.

-        The only thing required is the Description.  

-        Once submitted, the system will supply a Unit ID, or the User can manually enter a unique code (see Inventory Unit Set up Notes).

 

 

Unit Info:

                  image008.png

 

-        Shows information on the Unit.

-        Only editable field in the window is the Comments section.

-        WO Inquiry:

image009.png

-        Shows any WO in the system for the Unit.

-        Nothing can be edited in this window.

 

Bill To Warr:

-        If Unit was sold at this dealership and is under Warranty, the Manufacturer will show.

-        The Manufacturer must be entered on the Unit Profile in order to show.

-        If a Manufacturer does not automatically fill in, type in the Manufacturer’s customer ID or use the Underlined link to choose from the Table.

-        The Bill to Warranty customer will be invoiced for the type W lines on the work order.

 

Warranty Info:

image010.png

 

-        This button is only accessible if the Bill to Warr. field is populated.

-        Dealer No:  Enter the Dealer No.

-        Warranty Claim No 

-        Enter the Claim Number when received from the Manufacturer.

-        This is entered when the Claim is submitted.

-        Claim Authorization #:  

-        If approved, enter the Authorization Number when received from the people responsible for the warranty.

-        This gives the go ahead to do the warranty work.

-        This is time sensitive.  The warranty needs to be applied for and then claimed in a specific amount of time or the warranty will be disallowed.

 

Bill To Cust:

-        The customers ID will automatically default in this field.

-        Can be changed by manually entering the ID or use the Underlined link to choose from the Table.

-        The Bill to customer will be invoiced for the type E lines on the work order, and also for the type W lines if there is no Bill to Warranty customer on the work order

 

PO #:

-        Manually enter if a PO number is given.

-        This will appear on the paperwork.

 

Template:

-        If the items on a Work Order are the same for many Work orders (ex. Winterization, PDI, etc.), a template can be created to save time (Service – Admin – WO Template).

-        More than one template can be chosen for a given Work Order.

-        Choose a template from the dropdown.  The different section rows will automatically populate.

-        If another template is required, choose the second template from the dropdown.  Once again, the different section rows will populate following the already added rows.

-        Rows not needed can be deleted using the x button for that row.

 

Entered By:

-        Choose the Service Writer from the dropdown.

-        If the Service Writer is not there, can be added in System Admin – Configuration – Tables – Salesperson – Update.

 

Km/Miles:

-        If the Unit has a motor, fill in the current mileage.

-        Numeric only or will receive an Error message.

image011.png

 

WO Date:

-        Defaults to the current date.

-        Can be overridden manually or by using the Calendar icon.

 

Schedule Date:

-        When scheduled to be worked upon.

-        Defaults to the current date.

-        Can be overridden manually or by using the Calendar icon.

 

Schedule Time:

-        At what time the work is scheduled to be started on the Schedule Date.

-        There is a Report for this.

 

Promise Time:

-        At what time the work is promised to be finished on the Promise Date.

 

 

Promise Date:

-        When Unit will be ready for customer pick up.

-        Defaults to the current date.

-        Can be overridden manually or by using the Calendar icon.

 

Repair Priority:

-        How urgent the job is to be finished.

-        Choose from the dropdown:

o   No Repair Code

o   High

o   Normal 

o   Low

-        Defaults to Normal.

-        Comes from a Table (Service – Administration – Table Menu – Repair Priority).

 

Accept key from customer:

-        Tick if Service obtains a key to the Unit from the customer.

 

Key Location:

-        Alphanumeric.

-        Manually enter if there is a set numbering system for spots for keys.

 

Notes Section:

-        Freeform.

-        Alphanumeric.

-        Prints on Work Order Report.

 

 

 

 

 

 

 

 

 

Work Required:

image012.png

 

-        Expands upon and breaks apart each job on the Work Order.

-        Can add extra Complaint comments to a job already on the work order by clicking on the Job #.

-        Can add a new Complaint to the work order.

-        To bring up and edit a job already entered, click on the Job # for that row.

 

-        Work Type:

-        Defaults to the WO Type of the job when a job already in the system is selected.

-        Defaults to whatever is set up in the Store Profile for an Added Complaint.

-        Can be changed by choosing another type from the dropdown.

-        Complaint:

-        Not enabled when opening the window.

-        Becomes enabled by either choosing a Job # from the Job section or clicking the Add Complaint Button.

-        Alphanumeric.

-        Freeform.

-        Unlimited for both Complaint section and on printed Work Order.

-        Shows under the Complaint section on the Work Order.

-        Can add more than one by Saving each Complaint and then clicking Add Complaint.  May want to put different Labour and different Parts to each Complaint.

-        Correction:

-        This section is filled in either by the Mechanic after the work is finished or by the Service Person when receiving the details from the Mechanic on what parts were used and what was done.

-        Not enabled when opening the window.

-        Becomes enabled by either choosing a Job # from the Job section or clicking the Add Complaint Button.

-        Alphanumeric.

-        Freeform.

-        Unlimited for both Correction section and on printed Work Order.

-        Shows under the Correction section on the Work Order.

-        Comments:

-        Not enabled when opening the window.

-        Becomes enabled by either choosing a Job # from the Job section or clicking the Add Complaint Button.

-        Alphanumeric.

-        Freeform.

-        Used Internally only.

 

-        Add Complaint:

-        Opens the Complaint, Correction and Comments boxes for editing. 

-        Save Complaint:

-        Saves any new information added to the Work Order.

-        Delete Complaint:

-        Deletes the highlighted Complaint already saved in the system.

-        If the Line has not been Saved, will receive the following Error message.

image013.png

-        Return to WO:

-        Returns the User to the Work Order window.

 

WO Cost:

                  image014.png

 

-        For Service Managers to see if there was a Profit made from the Work Order.

-        Nothing can be edited in this window.

-        Shows the Net Total for Sale, Cost, Gross Profit, Gross Profit %,  and Mark Up % of all three sections together.

 

Work Order:

-        Defaults in from Work Order window.

-        Cannot be edited in this window.

-        Shows as Open.

Customer ID:

-        Defaults in from Work Order window.

-        Cannot be edited in this window.

Close Date:

 

Unit ID:

-        Defaults in from the Work Order window.

-        Cannot be edited in this window.

 

Show Details:

-        If not enabled:

o   Shows the separate Totals for Sale, Cost, Gross Profit, Gross Profit %,  and Mark Up % for each of the three sections of the Work Order: Parts, Labour and Sublet.

o   Shows the Net Total for Sale, Cost, Gross Profit, Gross Profit %,  and Mark Up % of all three sections together.

-        If enabled:

o   Breaks apart the different Sections and shows the  Sales, Cost, Discount, Gross Profit, Gross Profit % and Mark Up % for each individual Job.

o   Shows the Net Total for Sales, Cost, Discount, Gross Profit, Gross Profit % and Mark Up %.

 

Select Work Type:

-        Choose from the dropdown:

o   No Type Selected: Shows all Work Types.

o   Dealer:  Shows breakdown for Dealer (D) Work Type only.

o   External: Shows breakdown for External (E) Work Type only.

o   Internal: Shows breakdown for Internal (I) Work Type only.

o   Warranty: Shows breakdown for Warranty (W) Work Type only.

 

If Show Detail is not enabled:

 

Section:

-        Shows which Sections are used in the Work Order: Parts, Labour and/or Sublet.

-        Shows the Net Total for all Sections together.

 

Sale:

-        The total price of the parts, labour and/or sublet work.

 

Cost:

-        The total cost of the parts, labour and/or sublet work.

 

Gross Profit:

-        Sale – Cost

 

Gross Profit %:

-        Profit gain or loss per total parts, labour or sublet work.

 

Mark Up %:

-        The percentage the price of the total parts, labour or sublet work was marked up over the cost.

 

If Show Detail is enabled:

 

Section:

-        Shows which Sections are used in the Work Order: Parts, Labour and/or Sublet.

-        Each section is broken apart to show individual parts used, labour type done and sublet work.

-        Shows the Net Total for all Sections together.

 

Code:

-        Either the Product Code per part used, the Labour Code per labour type and/or the Vendor Code for the vendor doing the sublet work.

 

Description:

-        Description of each individual part used as per the Product Code, each type of labour done, and/or the sublet work, if entered in the Sublet Section.

 

Sale:

-        The individual price of each of the parts, labour and/or sublet work.

 

Cost:

-        The individual cost each of the parts, labour and/or sublet work.

 

Discount:

-        The discount amount given to each of the parts, labour and/or sublet work.

 

Gross Profit:

-        Sale – Cost, for each individual part, labour or sublet work.

 

Gross Profit %:

-        Profit gain or loss per each part, labour or sublet work.

 

Mark Up %:

-        The percentage the price of each individual part, labour or sublet work was marked up over the cost.

 

Close:

-        Closes the Cost Display window and returns to the Work Order Details window.

 

 

 

 

 

 

 

 

WO Summary:

 

image015.png

 

-        Display only, not an editable window.

-        Shows the summary of all the different work order types on the Work Order, External, Internal, Dealer or Warranty.

-        Shows whether each Work Order Type is opened or closed: External, Internal, Dealer or Warranty.

-        If closed, shows on what date the specific WO type was closed.

-        Shows A/R Invoices for External and Warranty work order types on the Work Order.

-        Shows the G/L Transaction numbers of all the different work order types on the Work Order.

-        Shows the total price for Parts, Labour and Sublet work.

-        Shows the different taxes associated with the Work Order, and the Tax Total.

 

Submit:

-        Saves any new information added to the Work Order to the system.

 

Clear:

-        Clears the window.

-        Any new information added and not submitted is lost.

 

Print:

                  image016.png

 

-        Prints the Work Order.

-        To print showing all WO types, choose the line with no letter – 623.

-        To print showing only External WOs, choose the line with E before the WO number – E623.

-        To print showing only Warranty WOs, choose the line with W before the WO number – W623.

-        To print showing only Dealer WOs, choose the line with D before the WO number – D623.

-        To print showing only Internal WOs, choose the line with I before the WO number – I623.

 

Date Printed:

                  image017.png

-        Shows the Date and Time for every  time part or all the Work Order was printed.

-        User can click in the light green space under Harvest Report PDF to bring up the report printed.

-        Does not tell the Type of WO printed: External, Internal, Dealer or Warranty or All.

 

Cancel WO:

-        Cancels the Work Order.

-        Pop up box will appear with a Yes or No option.

-        Choosing No will close the pop up and go back to the WO Details screen.  WO is not cancelled.

-        If any section of the WO is closed, an Error message will appear advising it cannot be cancelled.

image018.png

 

 

 

Products Section

image019.png

-        Lists the Parts needed to do the Work ordered.

 

Job #:                                                                         

-        The number assigned to the job.

-        Type in manually or use the Underlined link to choose from the Work Required Table.

-        Alphanumeric.

-        Freeform.

-        Unlimited space.

-        Can save the WO without entering a Job #.

 

Type:

-        External, Internal, Dealer, or Warranty.

-        If using a Job #, fills in from Work Required.

-        If adding new lines, leave blank, manually enter or use the Underlined link to choose from the Table.

-        Must be one of the Types listed in the Table or will receive an Error message.

image020.png

 

Sale Code:

-        Enter manually or use the Underlined link to choose from the Table.

-        Must be one of the Codes in the Table or will receive an Error message.

image021.png

 

-        From Service – Administration – Service Sale Codes (WO Section = Parts).

-        It is important to use the correct Sales Code because it is linked to different GL accounts.

-        Should be set up to be fairly obvious to the Service person, descriptors showing Internal versus External versus Warranty versus Dealer.

 

Prod No:

-        Product Number.

-        Add any parts that are needed for the Work Order.

-        Enter manually or use the Underlined link to choose from the Table.

-        Part must be in the system in order to use or will receive an Error message.

image022.png

 

Description:

-        Description of the part added.

-        Defaults from the Product Profile for the part.

-        Can be edited.

 

Qty:

-        Number of that particular part needed.

-        Defaults in from the Product profile.

-        Can be edited.

-        Numeric only or will receive an Error messge.

image023.png

 

Unit Price:

-        Defaults in from the Product profile.

-        If the Price Grid is being used, Price is dependent upon what Type is chosen: Internal, External, Dealer or Warranty.

o   If External, will look to Bill To Cust for Price code.

o   If Warranty, will look to Bill To Warr for Price code.

o   If Internal or Dealer, will look to Dealership Profile for Price code.

-        Can be edited.

-        Must be a number or will receive an Error message.

image024.png

 

-        Will automatically round to two digits.

 

Tax Flag:

-        Taxes to be added to the Price.

-        Can be entered manually or use the Underlined link to choose from the Table.

-        Usually defaults to T(ax as per customer’s tax code) unless set up differently in the Part Inventory window.

-        If Type is I(nternal), will automatically default to E(xempt).

-        From System Admin – Configuration – Tables – Tax – Index (See Tax Notes for set up).

 

% Disc:

-        Discount on the Price of the Part.

-        Comes from the Customer Profile for the Customer to be billed as per WO Type.

-        Can be overridden from the Sale Code, depending on what Discount Apply is set.

 

Total:

-        Quantity * (Price – Discount)

-        Cannot be edited in this field.

 

Install Status:

-        Status of the Part – On order, partially installed, completely installed, etc.

-        Automatically defaults – normally to Complete, but the default can be changed from System Admin – Parameters – Store – Service tab.

-        Can be changed by manually entering or using the Underlined link to choose from the Table.

-        From Service – Administration – Part Install Code.

-        Choose from the following:

image025.png

 

PO #:

-        If the part is not in stock, the system will automatically add the part to a PO; the PO number appears.  Click it to view the PO.

-        Cannot be edited in this field.

 

Product Status:

                  image026.png

-        Shows how many of each product is On Order, On Hand or Committed.

-        If more than one store, also lists which store the Product is located.

 

Labour Section

 

image027.png

-        Lists the amount and  rate of Labour needed to do the Work ordered.

 

Job #:

-        The number assigned to the job.

-        Type in manually or use the Underlined link to choose from the Table.

-        Alphanumeric.

-        Freeform.

-        Unlimited space.

-        Can save the WO without entering a Job #.

-        If manually entered, will automatically fill in a default Type, which can be changed.

 

Type:

-        External, Internal, Dealer, or Warranty.

-        Fills in from Work Required if a job is selected first.

-        If nothing is in the field, enter manually or click the Underlined link to choose from the Table.

-        If adding new lines, manually enter use the Underlined link to choose from the Table.

-        Must be one of the Types listed in the Table or will receive an Error message.

image028.png

 

Sale Code:

-        Enter manually or use the Underlined link to choose from the Table.

-        Must be one of the Codes in the Table or will receive an Error message

-        From Service – Administration – Service Sale Codes (WO Section = Labour).

-        It is important to use the correct Sales Code because linked to different GL accounts.

-        Should be set up to be fairly obvious to the Service person, descriptors showing Internal versus External versus Warranty versus Dealer.

 

Labour Code:

-        From Service – Administration – Table Menu – Labour Codes.

-        Shows Table of usual Labour and how long it will take to do it.

-        Fills in Description, Actual Hours, Billed Hours, Labour Rate, Tax Flag, and Total $.

 

Description:

-        Defaults in from Labour Code.

-        Can be edited.

 

Actual Hours:

-        How long the mechanic took to do the job.

-        Depending on how the system is configured, may be used to calculate Total $.

-        Time recorded using the mechanic time clock automatically updates actual hours.

-        Can be added or edited.

-        Numeric only.

 

Billed Hours:

-        How long the job should take to do.

-        Depending on how the system is configured, may be used to calculate Total $.

-        Defaults from Labour Code.

-        Can be added or edited.

-        Numeric only.

 

Labour Rate:

-        Varies depending on Type (E, I, D or W).

-        For W, If Bill To Warr has a rate set up on the Customer Profile, the system will use that rate.  If not, the system will use the rate on the Store Parameters.

-        Can be edited.

-        Numeric only.

 

Tax Flag:

-        Defaults from the Store parameters

-        Can be edited by manually entering or clicking on the Underlined link to choose from the Table.

-        Changing may affect Total $.

 

% Disc:

-        Discount Percentage.

-        Determined by Type (I and D do not allow discounts), customer’s discount and Sale Code (can be set to allow or disallow discounts).

-        Can be edited.

 

Total $:

-        Actual or Billed Hours x Labour Rate.

-        Cannot be edited in this field.

 

Mechanic:

-        From Service – Administration – Table Menu – Mechanic Table.

-        Can add the mechanic assigned for the job.

-        Will automatically fill in the Started and Completed columns with the WO Date.

-        Mechanic time clock (if used) automatically updates mechanic

 

Started:

-        When the job was started.

-        Defaults in when the Mechanic is added.

-        Can be edited.

-        Can be added even if Mechanic field is not used.

-        Mechanic time clock (if used) automatically updates start date.

 

Completed:

-        When the job was finished.

-        Defaults in when the Mechanic is added.

-        Can be edited.

-        Can be added even if Mechanic field is not used. 

-        Mechanic time clock (if used) automatically updates completed date.

 

 

Sublet Section

 

image029.png

-        Lists the jobs that are sublet to a third party.

 

Job #:

-        The number assigned to the job from Work Required window.

-        Type in manually or use the Underlined link to choose from the Table.

-        Alphanumeric.

-        Freeform.

-        Unlimited space.

-        Can save the WO without entering a Job #.

Type:

-        External, Internal, Dealer, or Warranty.

-        Fills in from Work Required.

-        If adding new lines, manually enter use the Underlined link to choose from the Table.

-        Must be one of the Types listed in the Table or will receive an Error message.

image030.png

 

Sale Code:

-        Enter manually or use the Underlined link to choose from the Table.

-        Must be one of the Codes in the Table or will receive an Error message.

-        From Service – Administration – Service Sale Codes (WO Section = Sublet).

-        It is important to use the correct Sales Code because linked to different GL accounts.

-        Should be set up to be fairly obvious to the Service person, descriptors showing Internal versus External versus Warranty versus Dealer.

 

Sublet To:

-        To whom the job is sublet.

-        Must be set up in Vendor Profile.

-        Can enter manually or click the Underlined link to choose from the Table.

 

Description:

-        Fill in what work was done.

 

Cost:

-        How much the Vendor charged the Dealer.

 

Amount:

-        How much the Dealer charged the Customer.

-        If a sublet percentage markup is specified on the vendor profile, the markup is automatically calculated as a percentage of the cost and is added to the cost to calculate the amount. 

-        Amount can be overridden.

 

Tax Flag:

-        Defaults from the Profile of the Sublet Vendor.

-        Can change manually or use the Underlined link to choose from the Table.

 

Total:

-        The Amount charged.

 

Close a Work Order

 

Service – Update – Close

 

image031.png

 

Work Order:

-        Enter the WO number or use the Underlined link to choose from the Table.

 

Close Work Type:

-        There are check boxes next to the different types of Work Types on the Work Order.

-        May be one or more than one.

-        Check only what is ready to be billed.

 

Submit:

-        Closes all Work Types that are checked.

image032.png

-        If anything is missing there will be an error message.

 

image033.png

-        The Missing Data Button will show.

 

Missing Data:

-        Can fix the errors by clicking on this button.