| # Case description The input for this case is a problem at the customer site. The problem is described in the form of a call where all relevant customer information is captured. Based on the description, the call is assigned to a support engineer who is responsible to solve the problem by means of a diagnostic tree. If the problem cannot be solved immediately, the call is escalated and transferred into a service order. Next, the service orders can be planned or re-planned and scheduled or rescheduled based on available resource capacity. In case of sufficient capacity, all material is issued from the warehouse to the site and the order can be carried out. After the activities have ended, the actual material usage and spent hours are registered for invoicing purposes. After finalizing all activities, the service order can be closed and all costs can be transferred to the financial department and possibly invoiced to the customer, depending on the warranty. |