Example: Customer Deviations - Replacement of defect product
We can use an example to better illustrate how Customer Deviations (CDV) are handled.
The scenario we are going to use is that a company has sold a product to a customer, which has been broken. The warranty on the product is still valid and the customer return the goods for repair. The company perform repair on the product and return it to the customer.
Open the CDV application by typing in CDV in the program field, or by using the RamBase menu.
Click the Create CDV button. Customer and Product are the mandatory fields here. This information is already in the system as the company shipped the product in the first place. You can also find the specific shipping advice (CSA) using the Shipment field, which will fill the other fields. If you have the serial number on hand, this will also identify the shipment.
The popup you will see now asks for the serial number of the product. Choose the s/n from the list after you have clicked the yellow arrow next to the field.
The field will then update with the related Life Cycle Management (LCM) document. You will also see that the s/n appears in the field to the right.
As the product is a kit, the faulty part may only be a part of the kit, so if you click the yellow arrow next to the LCM field, you can choose between the parts that make up the kit. Click the Next button when finished.
The next popup asks for the Deviation Type and what caused the problem in the Caused By field. These drop down menus contains alternatives already defined in the Customer Deviation Codes (CDC) archive. As the product is broken, we choose the Goods Defect in the first field. This creates a second drop down menu asking what caused the defect. We will choose that we have reached an agreement with the customer. The last field asks us for the deviation code. As we are going to replace the product for the customer, we will choose CDC/1023, which is Goods Defect - Send to Cus. Ret to Stock. A new product will be sent to the customer and the defect product will be returned to stock. Click the Create Document when finished.
A new CDV document has now been created.
It is a good idea to look over and double check all the information. Press F12 and choose the option Forward to Register to register the CDV. The CDV will now go to ST:2.
As the document probably has been made while communicating with the customer, it will take some time to receive the broken product. When the product is received, press F12 and choose the option Goods Received From Customer. This will create a Supplier Shipping Advice document.
The CDV will go to ST:4. Click the link to the SSA in the CusReturnDoc field and register the article to stock as normal.
Go back to the CDV document and press F12, choose the option Ship Replacement. To wait until the damaged goods have been returned before sending the replacement is the best option for the company, but a poor choice from the customers perspective. It is not only possible to send the replacement before the damaged goods have been returned, but also recommended.
This will create a Customer Order Acknowlegment (COA) document. You can see the link in the ShipDoc field to the left.
Click the COA link and forward it to the customer as normal. Return to the CDV document and you will see that the COA has gone sto ST:8.
Press F12 and choose the option Account Action (Credit Note) to create a new credit note. You will then get the option to create a new credit note, or add this to an existing credit note. We are going to make a new one, as there are no existing for this customer. A new Credit Note (CCN) document has been created and the CDV has reached ST:9.
Click on the CCN link and forward it to the customer.