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Na2009 enus sm_a

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  • 1. Appendix A: Terminology ListAPPENDIX A: TERMINOLOGY LIST This appendix contains the terminology list for the Service Management application area. Term Definition Allocate To assign a technician, spare parts, and/or special equipment needed to carry out a service order. Call center The organization unit in a service company that handles all service queries. Catalogue items Nonstock items that can be ordered from the manufacturer. Component The raw material, part, or subassembly that constitutes the service item as a bill of material (BOM). Contract changes log A record of all changes made to a service contract. Contract group code An integer that identifies a group of similar service contracts. Coverage The details of what a service contract actually covers, for example, man- hours, spare parts, and discounts given on a service order. Dispatch To plan, allocate, and send out technicians, spare parts, and special equipment to solve a service problem. Escalate To assign a service order to a higher skilled technician when the current technician is unable to solve the service problem. Fault code A number that identifies the type of problem with the service item. File To record a copy of a contract or contract quote in the program. Job Queue A number of jobs set up to run once, or on a recurring basis. Location A physical structure or place where the inventory is received, stored, and shipped. A location can be a warehouse, service car, showroom, plant, or area within a plant. Loaner An item that is owned by the service company and is loaned to the customer Page 525
  • 2. Appendix A: Terminology List as a temporary replacement for their service item while it is being serviced or repaired. Preventive maintenance Services carried out at regular intervals, either after a certain amount of time has elapsed or on agreed dates, as specified in the service contract. Price book A book, containing prices of materials and technicians’ hourly rates, used for billing purposes. Repair shop The area in a service center where the service item is being repaired and serviced. Resolution code A number that identifies the method used to solve the service problem. Service calendar The work dates and hours when a company can allocate resources to service orders. Service center The organization unit where service orders are administrated and where customers can receive help concerning their service issues. Service company Any company that provides service in the form of maintenance and repairs to service items. Service consumption Items, resource hours and/or costs used for a specific service operation. Service contract A service agreement made between a service company and a customer, including the details of the service level agreement, coverage, and the price of the agreement. Service contract quote A forerunner to a service contract in which the service organization makes an offer to the customer and which needs customer approval before being converted to a service contract. Service contract template A predefined layout of a contract that includes the most commonly used service contract details. Service credit memo The document used to enter information about the services a customer is given a refund for. Service desk A helpdesk equipped with the resources for dealing with service requests and problem calls.Page 526
  • 3. Appendix A: Terminology ListService group A group of technicians with the same set of skills or functions.Service history Information about the creation, changes, and completion of a service order.Service invoice The document used to enter the information a customer is charged for a service performed.Service item The item that needs servicing, either in the form of maintenance or repair.Service item group A grouping of similar kinds of service items.Service item log A record of the events regarding a service item including spare parts used, location changes, and details of past service orders.Service level agreement An agreement between the service organization and the customer that specifies the customer’s expectations regarding response time and priority.Service order The document used to enter information about a service on a service item. Service orders cover both repairs and maintenance and are either initiated by customer request or by the agreed time interval defined in the service contract.Service quote A forerunner to a service order in which the service organization makes an offer to the customer with the estimated service cost and which needs customer approval before being converted to a service order.Service shelves Special areas in the repair shop that identify where the service items are stored.Service shipment The document that contains the information about the customer, service order number, payment terms, response time, starting and finishing dates, currency, costs of spare parts (items), resource hours and general costs on the shipment.Service ticket The receipt given to customer to indicate that the service center has received the service item. Page 527
  • 4. Appendix A: Terminology List Service van The vehicle used by a technician when going out to customers that also serves as a mobile warehouse for spare parts and special equipment. Skill codes Identifiers that classify the skills needed to repair and maintain service items. Spare parts Replacement components used without modification to replace an original part during service (repairing and maintaining) of the service item. Special equipment Equipment used in the solving of a service problem that the customer is normally charged for or that requires special skills from the technician. Symptom codes Codes that identify the symptoms of service item faults. For example, no function, level, quality, noise, and so on. Technician A person who carries out services on the customer’s service item. Technician routing The scheduling of the optimal route from one service site to another. Troubleshooting list A list of problem solving steps (often in the form of a decision tree) that can be used to identify and solve a service item problem. Warranty A guarantee given by a manufacturer, vendor, or service company that specifies its obligation for the repair and/or the replacement of defective items within a stated period of time. Examples of special warranties are: extended warranty and insurance. Zones The geographical regions in which a service company has split up its market.Page 528

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