Product documentation
Repair Centre functionality in HSO Service Management supports the repair of customer equipment at an internal workshop rather than at the customer's location. It combines service administration, workshop activities and inventory movements within a single service process, allowing the organization to track an object from intake and receipt through diagnosis, repair and return to the customer.
Introduction
Repair Centre processing is used when a customer sends or brings equipment to a service organization for inspection, repair or refurbishment. Unlike field service, where the Service Object normally remains at the customer's location, the Repair Centre process involves physically receiving the equipment into a workshop warehouse and returning it after the work has been completed.
Integration with Service Management
Repair Centre uses the existing Service Object, Service Call and Service Task structure. The Service Call represents the customer request, while Service Tasks contain the work to be performed and the associated transactions. The Repair Centre functionality extends this process with workshop-specific item movements and operational handling.
Repair process
A typical repair process consists of customer intake, equipment identification, receipt into the workshop, diagnosis, repair execution, return shipment and financial closure. Throughout the process, the Service Object retains its relationship with the customer and its service history.
Introduction
Repair Centre processing requires specific configuration to support the movement of customer equipment through the workshop. The essential elements are the repair item, workshop warehouse and workshop repair Event Code.
Repair items
The Object Type must have an appropriate repair item defined. This item represents the customer equipment during its physical movement through the workshop inventory process. Serial number tracking should be configured where individual equipment identification is required.
Workshop warehouses
The workshop warehouse identifies the inventory location used to receive and manage equipment undergoing repair. The relevant warehouse must be available in the Repair Centre parameters and associated inventory processes.
Workshop repair Event Codes
An Event Code designated for workshop repair initiates the required repair-item movement when the Service Task is created. The resulting task forecast can also include expected labor, materials, Service Operations and other charges. Detailed configuration is covered in the Setup & Configuration chapter.
Introduction
The Repair Centre process begins when a customer requests a repair or equipment is received for inspection. The service coordinator identifies the equipment, records the reported problem and determines the appropriate repair process.
Equipment identification
The Service Object should be identified using the available customer, Object Type and serial number information. For existing Service Objects, the service history, previous repairs and warranty information can be reviewed before the repair is registered.
Creating the Service Call
A Service Call is created for the customer and the affected Service Object using the appropriate workshop or repair Call Type. The reported problem and relevant service information are recorded to provide the operational context for the repair.
Creating the repair task
A Service Task is created using the workshop repair Event Code. The selected Event Code generates the expected work package and repair-item movement, allowing the equipment to be received into the workshop process.
Introduction
Receiving the customer equipment into the workshop is a defining part of the Repair Centre process. The equipment is represented by the repair item and recorded through the applicable inventory movement.
Repair item receipt
The workshop repair Event Code creates the item movement required to receive the Service Object into the workshop warehouse. The relevant inventory transaction or packing slip must be posted to record the physical receipt.
Equipment identification
The received equipment should be checked against the Service Object and repair request. Particular attention should be given to the item identification, serial number and customer information to ensure that the correct equipment is being processed.
Inventory representation
The repair item represents the customer equipment while it is under the control of the service organization. This allows the workshop to distinguish equipment awaiting or undergoing repair from the parts and materials consumed during execution.
Introduction
After receipt, the equipment can be inspected to determine the cause of the reported problem and the work required to restore it. Diagnosis may identify additional defects or changes to the originally expected repair scope.
Initial assessment
The technician reviews the reported issue and performs the necessary inspections, measurements or diagnostic activities. Findings can be recorded through Service Operations, repair notes and the applicable Complaint, Cause and Solution classifications.
Repair requirements
The assessment determines the expected labor, replacement parts and other activities required to complete the repair. The Service Task forecast can be reviewed and adjusted to reflect the findings.
Additional work
If diagnosis identifies work outside the original agreement, the service organization can prepare a quotation for customer approval. The additional work can be included in the existing task or managed through another Service Task under the same Service Call, depending on the required process.
Introduction
Repair work may require customer approval before execution, particularly when the final repair cost cannot be established during initial intake. The quotation process allows the proposed work and expected charges to be communicated before the repair continues.
Preparing the quotation
The estimated repair activities and transactions provide the basis for the quotation. Depending on the situation, the quotation can be prepared through the existing Service Task or through the separate Service Quotation functionality.
Customer approval
The customer reviews the proposed repair scope and price before authorizing the work. When additional work is approved through a standalone Service Quotation, the accepted quotation can be promoted to an additional Service Task under the existing Service Call.
Warranty and contract considerations
Before quoting the repair, the user should review applicable warranty and Service Contract coverage. These conditions may determine whether the work is chargeable, partially covered or included in an existing service agreement.
Introduction
Once the repair has been authorized, the Service Task can be assigned to a workshop resource and scheduled for execution. Repair activities follow the standard Service Task lifecycle while the equipment remains within the workshop process.
Workshop planning
The planner assigns the Service Task to the appropriate technician or Resource Group, considering the required skills, estimated duration, resource availability and necessary materials.
Repair execution
During execution, technicians register actual labor, consumed items, costs and other relevant transactions against the Service Task. Service Operations can be used to record inspections, measurements, calibration results and component activities.
Component replacement
When components are replaced, the relevant item transactions and Service Object information should reflect the work performed. This maintains the connection between the physical repair, the consumed materials and the equipment's service history.
Repair completion
The technician completes the required work and records the repair results. Before the equipment is returned, the relevant Service Operations, registrations and repair notes should be reviewed for completeness.
Introduction
After the repair has been completed, the equipment must be returned to the customer or transferred to the appropriate destination. This completes the physical movement that began when the equipment was received into the workshop.
Return movement
The repaired equipment is transferred or shipped using the applicable inventory process. The return movement must resolve the workshop inventory position associated with the repair item.
Return verification
Before returning the equipment, the user should verify that the correct Service Object and serial number are being processed and that the repair work has been completed. The physical return should correspond to the status of the Service Task and Service Call.
Operational completion
The repair process should not be considered complete while the equipment remains incorrectly recorded in the workshop warehouse. The return movement and service administration must reflect the actual physical situation.
Introduction
Repair Centre financial processing follows the Service Management and Project Integration framework. The actual transactions registered during repair execution provide the basis for the applicable customer charges.
Task realization
Once the work has been completed and the required registrations are available, the Service Task can be realized. The registered transactions are processed through the associated project, allowing the Service Call to progress toward closure.
Chargeability
The applicable warranty, Service Contract, Call Type and Project Integration determine the financial treatment of the repair. Depending on these conditions, labor, materials and other transactions may be chargeable or covered by an existing agreement.
Invoice processing
When the repair is ready for invoicing, the user reviews the eligible project transactions and prepares the invoice proposal. Before posting, the physical return, task realization and Service Call closure should be consistent with the completed repair process.
Introduction
Repair Centre processing maintains the relationship between the customer equipment, workshop activities and financial transactions. This information supports operational follow-up and provides a history of previous repairs.
Repair status
The Service Call and Service Task provide visibility into the progress of the repair. Users can review the current processing stage, outstanding work and whether the task has been completed or is awaiting further action.
Service history
Completed repairs remain associated with the Service Object. The history can include previous Service Calls, registered work, replaced components, measurements and other repair information.
Operational checks
When reviewing a Repair Centre process, users should verify that the repair item was received correctly, the expected work package was created, the actual repair transactions were registered and the equipment was returned through the appropriate inventory process. Any discrepancy between the physical equipment movement and the Service Task status should be resolved before final closure.