Knowledge Center

Customer deviations (CDV)

There are several ways of creating a Customer Deviation (CDV) document. You can create it directly from a Shipping Advice (CSA) item, from the Life Cycle Management (LCM) part list, or create a new one from the CDV archive.

The easiest method of creating a CDV is from the Shipping Advice (CSA). When created from the CSA most relevant information is already filled in. Use the context menu option make Deviation Document and follow the same steps as when CDV is created from the CDV menu, from step 2.

To create a new CDV from the CDV menu
  1. Write CDV in the program field and press ENTER. Click the Create new CDV button.

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  2. Enter the necessary information in the popup. The fields to the right in the popup will be populated with the information as you enter it.

    • Customer: Choose the customer (mandatory)

    • Shipment: Choose the CSA. If this is chosen, you will be able to choose serial numbers from a list compiled of serial numbers from the CSA in question.

    • Serial No: Choose the serial number

    • Product: Choose the product (mandatory)

  3. When you have entered sufficient information, the Next button will appear. Click this to proceed.

  4. You will now need to enter the deviation type and what caused the deviation in the drop down menus. The choices taken in the first dropdown decides the third dropdown, where the result of the deviation is entered. Click the Create Document button to go to the CDV document you have created.

  5. Press F12 and choose the option Forward to Register. This will set the CDV document to ST:2. Depending on the Corresondence settings, a notification will be sent out to the recipient(s).

  6. Depending on the deviation type, the different actions to take next will be defined in the Actions and Calculations folder. Press F12 to open the action menu and choose the appropriate option for your desired next action.

  7. Depending on the deviation type and deviation codes chosen, a new document will be created, either an SSA for the customer to return the goods, a credit note if the price needs adjustment or other document based on the previous chosen options. Click the document link and proceed with the document you have entered.

Based on the alternatives chosen earlier, you will need to complete the process with the documents which has been created during the CDV process.

Customer deviation codes (CDC)

Customer Deviation Codes (CDC) is a register which holds all valid combinations of deviation codes and associated actions. The combinations define the sequence of actions that must be taken in response to a particular deviation. Valid combinations are typically defined by the QA manager and the configuration itself is done by JHC personnel.

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Field definitions CDC
  • Status - Valid statuses are:

    • St: 1: Edit mode, not yet active or available

    • St: 4: Active and available

    • St: 9: Closed, unavailable and inactive

  • Docid - CDC sequence number that uniquely identifies a particular rule set for a deviation type. Note that default rules are emphasized.

  • Deviation - Deviation type. Code and text are predefined by QA and JHC personnel.

  • Warehouse - Required warehouse action. Code and text are predefined by QA and JHC personnel.

  • Account - Required account department action. Code and text are predefined by QA and JHC personnel.

  • ICT - Actions required in case of inter company trading. Code and text are predefined by QA and JHC personnel.

  • LandedCost - Describes the basis for calculating the gross margin on the new document. Code and text are predefined by QA and JHC personnel.

  • Def - The selected default rule set for each deviation type.

  • AccountPart - Used for setting default accounting of fee, freight, and tax.

  • Prio - Used to set a priority display sequence in the corresponding CDV documents.

  • Loc - Defines the location from where the goods are sent from. If not defined, the location on the CSA will be used.

  • Rev - Revision history.

Update source on CDV

In instances where there has been entered insufficient, or wrong, information on the Customer Deviation (CDV) document, you can use the function Update Source to add a source. The criteria is that the CDV is in ST:1 or ST:2, and that an account action has not been taken. This means that there is no credit note created (the ACCDOC field is empty).

  1. Enter the CDV you wish to update source for.

  2. Press F12 and choose the option Select Source Fields. This will open a popup where you will be able to change the source using the fields Shipment (CSA), Serial No (the serial number of the shipment) or Product (ART). Click the Clear button to clear all fields. Enter the necessary information.

Note: Shipment and Serial No requires exact match to show values in this popup. Either enter the information without fault, or search. There is no option to search based on fragmented information, except for via the serial number history as described below.

Serial number history

The most used method of identifying shipments is by using the serial number.

  1. After you click the yellow arrow to see the alternatives, click the document icon to see the list of serial numbers linked to Customer Shipping Advice (CSA) documents. If you know parts of the serial number, it is possible to enter this fragment and then clicking the yellow arrow. The list will then be filtered by this criteria.

  2. When you have found the correct serial number, highlight the item line and press ENTER.

  3. You will be returned to the Serial Number History popup, and the CSA will now be visible. Click the Accept Values button.

  4. Back in the Update Source popup a new button will have appeared called Commit Changes. Click this to update the CDV and finish.

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.

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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.

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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.

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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.

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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.

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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.

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A new CDV document has now been created.

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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.

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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.

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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.

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Click on the CCN link and forward it to the customer.

Example: Customer Deviations - Repair of defect product

We can use an example to better illustrate how Customer Deviations (CDV) are handled. In this scenario the customer has a defect product that needs to be replaced. This is not a warranty issue, so the customer will be invoiced for the repair (time and replacements, if any).

Open the CDV archive by typing in CDV in the program field, or by using the RamBase menu.

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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.

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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.

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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.

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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.

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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. The product is defect and the customer wants to return it for repair. The choices we have made is Goods Defect in the DevType field, as the product is defect, Agreement in the Caused By field, as we have reached an agreement with the customer, and CDC code 1010 (Return Goods for Repair (Invoice)) in the CDC field.

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You will now see the CDV document. Look over and see that all the information is correct. Press F12 and choose the option Forward to Register to register the CDV.

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The CDV is now in ST:2. The next step is to receive the defect product from the customer. Press F12 to open the action menu and choose the option Goods Received From Customer. The CDV goes to ST:3 and a Supplier Shipping Advice (SSA) has been created. Click the SSA link in the CusReturn field. Receive the goods in the SSA a normal. Return to the CDV document after the SSA has reached ST:9.

You will now have a new F12 option called Start Repair. Use this option and you will see a ship document appear in the ShipDoc field. This document is a Customer Order Acknowledgment (COA) and will contain all the costs related to the repair of the defect goods. To add the extra cost, use the plus sign next to the COA link called Add Extra cost, or click the COA link and add the extra cost using the F12 option Add Extra Cost Items. Return to the CDV document when finished.

If you need to change a part on the defect product, find the LcmDocid field and click on the LCM document link. In the LCM document, choose the item line with the part you want to change and click the Change icon represented by two overlapping sheets. This opens the Change LCM part with replacements in the item lines. Choose what happens to the replaced part, what it is caused by and other needed information. Click Confirm when finished. Return to the CDV document when finished. The replaced part is now added as a cost on the COA.

All parts that have been changed in the LCM, needs to be confirmed picked before the repair process can be completed. The PICK application can be started by clicking on the Part Change: Picking in process icon at respective line. PICK will be started with a default filter for this part, but this can be removed to confirm pick of all parts at the same time. Also if other parts have been manually added to the COA, they can be confirmed the same way. Eventually may those manually added items being confirmed picked in ordinary picking process on CSA.

When finished with the repair, press F12 and choose the option Goods Repaired. Confirm the action in the popup. The COA will go to ST:1 and the CDV to ST:4.

Enter the COA again. Press F12 and choose the option Forward to the Customer. This will set the COA to ST:8. Then press F12 again and choose the option Transport All Items. Choose the CSA in the transport alternatives popup. Click OK on the confirmation popup. You will now see the CSA document. Complete this as a normal CSA.

Go back to the CDV document and press F12 and choose the option Account Actions (Invoice) to create an invoice for the customer. This will create a new Sales Invoice (CIN) document. A link to the invoice will appear in the Account Actions box, more specifically in the Accdoc field. Enter the CIN and forward it to the customer.