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<ManualTopic ID="/baanerp/ts/onlinemanual/000134" xml:lang="en">
   <Header>
      <Title>Service Order Control (SOC)</Title>
      <Keyword type="header" order="d1e2794080">
         <Level1>Service Order Control (SOC)</Level1>
      </Keyword>
   </Header>
   <AimSection>
      <Paragraph>You can use the Service Order Control module to create the order
	  quotations, plan the order, and monitor the execution of the order, and then
	  process the order, book costs, and trigger invoicing.</Paragraph>
   </AimSection>
   <GeneralSection>
      <Paragraph>Various types of orders exist:</Paragraph>
      <List>
         <ListItem>Internal and external orders</ListItem>
         <ListItem>Scheduled and non-scheduled orders</ListItem>
         <ListItem>Inspections and customer visits</ListItem>
         <ListItem>Preventive and corrective work</ListItem>
      </List>
      <Paragraph>These various types of orders must be handled in the service
	  environment. This module distinguishes several procedures:</Paragraph>
      <List>
         <ListItem>
            <Link href="/baanerp/ts/glossary/glossary#ExternMainte_ts" role="glossary">External maintenance</Link>: Preventive orders</ListItem>
         <ListItem>External calls: Corrective orders</ListItem>
         <ListItem>
            <Link href="/baanerp/ts/glossary/glossary#InternMainte_ts" role="glossary">Internal maintenance</Link>: Preventive orders but no
		invoicing</ListItem>
         <ListItem>Internal calls: Corrective orders but no invoicing</ListItem>
         <ListItem>
            <Link href="/baanerp/ts/glossary/glossary#HelpDesk_ts" role="glossary">Help desk</Link>: Orders for telephone support
		by an expert</ListItem>
         <ListItem>
            <Link href="/baanerp/ts/glossary/glossary#ReturnMateri_ts" role="glossary">Return material authorization</Link>: RMA procedure to ship
		items back to the warehouse</ListItem>
         <ListItem>
            <Link href="/baanerp/ts/glossary/glossary#000038" role="glossary">Tool maintenance</Link>: Preventive maintenance
		concerning tools</ListItem>
         <ListItem>
            <Link href="/baanerp/ts/glossary/glossary#FieldChangeO_ts" role="glossary">Field change order (FCO)</Link> procedure: Orders to change a
		component in the installed base</ListItem>
         <ListItem>Other procedure: Orders for training, installing equipment, and
		so on</ListItem>
      </List>
      <Paragraph>Based on these procedures, you can create user-definable <Link href="/baanerp/ts/glossary/glossary#ServicType_ts" role="glossary">service type</Link> These names can be tailored to the
	  environment of the service &amp; maintenance organization. Activities can
	  belong to one of these service types. If planning constraints are met,
	  activities can be grouped together in one service. <Link href="/baanerp/ts/glossary/glossary#PrevenMainte_ts" role="glossary">Preventive Maintenance (PM)</Link> activities,
	  (breakdown) calls, contractual visits, field change orders, manual created
	  orders with or without a quotation can be handled in this module.</Paragraph>
      <Paragraph>The service engineers must carry out the <Link href="/baanerp/ts/glossary/glossary#ServicOrder_ts" role="glossary">service orders</Link> taking into account various types of
	  constraints, such as the working hours of engineers, holidays, the availability
	  of the item to serve, and so on. The required materials have to be planned,
	  allocated, purchased, or manufactured. <GUIRef href="/baanerp/wh" role="package">Warehousing</GUIRef> handles
	  the spare parts, which can be transferred into the engineer’s van. The service
	  order must be controlled. As a result, several statuses can be distinguished
	  (from Free to History). The costs spent, such as labor, material, travel costs,
	  and so on, can be booked.</Paragraph>
      <Paragraph>The invoice is made, depending on the contract and warranty
	  terms valid for the maintained item. If an order is made from a quotation,
	  invoicing can be based on the terms of the quotation.</Paragraph>
      <Paragraph>The analysis data related to the item (for problem management)
	  can be stored as a reported problem, an established problem, a proposed
	  solution, or a solution. The proposed solution may result in an
	  activity.</Paragraph>
      <Paragraph>Based on the failure analysis, a component that fails too often
	  can be recalled from the field. This process is supported by <GUIRef href="" role="manual">Field Change Order (FCO)</GUIRef> functionality. A selection can be made of all
	  outstanding components using the item code. An order is made to control the
	  FCO, the costs can be charged to the production or sales department by using
	  separate ledger accounts.</Paragraph>
      <Paragraph>The <GUIRef href="" role="manual">Graphical Planning Board</GUIRef> is an external
	  application for viewing the service order details and for planning of the
	  service orders. A service engineer after completing a service order can update
	  the status in <GUIRef href="/baanerp.mobile.service" role="package">Mobile Service</GUIRef>, which will update the ERP Enterprise data. The data, such as purchases made to run the
	  order, hours spent by the service engineer, materials used, and so on, can be
	  entered in the <GUIRef href="/baanerp.mobile.service" role="package">Mobile Service</GUIRef> by the engineer and the same will be updated
	  in ERP Enterprise data base.</Paragraph>
   </GeneralSection>
</ManualTopic>