| Glossary for Service |  |
| acknowledgment sheet A letter about a service order that is planned to be carried out, used to inform the business partner. For this purpose, a user-dependent layout (template) can be defined in the Service Order Parameters (tssoc0100m000) session. activity group A user-defined category created to group reference activities or planned activities, based on their common features. Example A group of assembly activities. actual problem The real problem as determined by the service/support engineer. actual solution The definitive solution as determined by the service/support engineer, which solved the actual problem. allocated calls The number of calls for service activities that were performed but that have not been financially approved in Service Order Control. allocated call units The number of call units for service activities that have been performed but which have not been financially approved in Service Order Control. allocated costs The sum of costs due to service activities that have not been financially approved in Service Order Control, expressed in the home currency. Example Service orders Traveling costs allocated discount The sum of discounts derived from service activities that have not been financially approved in Service Order Control, expressed in the home currency. allocated distance The total distance for service activities that were performed but which have not been financially approved in Service Order Control. allocated hours The number of hours that were spent on service activities but that have not been financially approved in Service Order Control. allocated quantity The quantity of material used for service activities which has not been financially approved in Service Order Control. allocated sales The sum of the sales amounts due to service activities that have not been financially approved in Service Order Control, expressed in the home currency. Example Service orders Traveling costs allocated visits The number of visits that were performed for service activities but which have not been financially approved in Service Order Control. answer The reply a customer gives to a question asked by the support person who attempts to diagnose the call. You can list the answers to diagnose subsequent incoming calls. You can enter a diagnostic tree to structure questions and the corresponding answers in order to find the expected problem and expected solution(s). appointment sheet Appointment sheets can be printed if in the order header it is stated that an appointment has been made. This letter can be sent to the business partner. For this document a template can be defined in the SOC parameters. as-built structure The actually built structure of a product including the serial numbers. assembly Components that are built together and form a unit on which maintenance can be done. assignment A short message, entered by a field engineer, which informs the planner or dispatcher as to whether the field engineer can be paged. ATP The item quantity that is available to be promised for a customer either immediately, or at a specific time in the future. ATP check A check on the quantity that can be promised to a customer based on the allowed demand. The main purpose of the ATP check is to reserve a certain quantity of the spare part or item. Automation Server Automation Server provides the bridge between the ERP LN application and any Windows application running on the Microsoft Windows platform. This enables you to use the functionality of, for example, Microsoft applications such as Word, Excel, and Outlook, with ERP LN applications. average usage factor A factor that expresses the average use of a configuration. bad fix A call from the same customer about a previously solved problem regarding the same item. blanket agreement A high level agreement that describes the terms and conditions applicable for the item for which service is provided by a third-party organization. After the blanket agreement is defined, the details will be provided to the organization for which items must be subcontracted. The blanket agreement can become the basis for a subcontract agreement. blank service order sheets A document that a service engineer uses to register the service order, the service order activities and the requirements when a service order is not yet created. A blank service order sheet can be booked in ERP LN later as a formal service order. This can be used, for example, when during a night shift of 24 hour service, the service engineer is directly informed by a customer about a malfunction. He will then solve the call at once, while an office worker will enter the related service order (activity) in ERP LN the next (working) day. blocking reason The reason why a call or an order cannot be processed (temporarily). Calls or orders can be blocked for one or more of the following reasons: The credit limit of the invoice-to business partner has been exceeded. The credit review period has been exceeded. The invoice-to business partner has overdue invoices. The status of invoice-to business partner is doubtful. BP identification A serial number, specified and used by the item's owner as an alternative to the item's manufactured serial number. BSS Infor Service Scheduler, a graphical planning tool used by dispatchers to assign service orders and/or activities to service engineers. budgeted costs The estimated cost that will be incurred while servicing items. The amount is expressed in the home currency. budgeted discount The sum of the discounts that are associated with the indicated service type or cost type. The amount is expressed in the currency chosen in the contract header. budgeted sales The expected sales amount from providing services under this contract. The amount is: Expressed in the currency that is chosen in the contract header. Determined by information provided by the Service Planning & Concepts module. business partner priority factor The business partner priority divided by 100. call A question, complaint, or malfunction that is communicated to the party responsible for the service or maintenance of the item concerned. call group A category used to group calls for selection purposes. call-out charge The fee that the sold-to business partner (customer) must pay when a service engineer visits the cluster's location to carry out service or maintenance. call-out charge The combination of the mileage costs and the engineer's costs. If a callout charge is defined, it is used in place of these separate costs, and the travel sales amount is made equal to it. call priority Depending on the assessment of the malfunction consequence, a support employee assigns a particular priority to the call. ceiling amount The agreed limit up to which the costs are covered by the contract, quotation, order, or warranty. change method The manner in which the item structure is changed: replace, remove, or install an item. change order Orders that are used to record, approve, and carry through all kinds of changes. For example, a change order can be related to engineering matters or to business processes. checklist Lists the points to which the service engineer must pay attention during the execution of a service activity. Checklists are used to group specific checks so that more than one check can be defined for a reference activity. According to the answers expected from the check, space is provided when printing the document related to the service order. checks by checklist A number of specific checks which you define for a checklist. You can link the checklist to a reference activity, so when a service engineer executes the service activity they must carry out and fill in the checks listed on the checklist. child object A child object is part of a parent object, and is linked to this parent object through an object relation. cluster A set of serialized items that have the same location and are owned by the same business partner. Grouping serialized items into a cluster enables you to maintain them collectively. cluster availability Indicates the time that the cluster is available for servicing or maintenance. cluster configuration Item on the highest level in the configuration structure. The top item can be defined as an item or as a serialized item. The top item has only child relations and no parent relations. cluster configuration activity A reference activity that is part of a maintenance program for a cluster's configuration. cluster lines The list of (serialized) items that belong to a cluster. condition-based maintenance Preventive maintenance that takes place if a required measurement does not meet the specified norm value. Acronym: CBM configuration The identification of a set of serialized items on which service and maintenance activities can be carried out. configuration A cluster of items that share the same location or customer. For example, a configuration could consist of all items that are controlled for a specific customer, or all items that are in the same location. Grouping items into a configuration enables you to maintain them collectively. configuration activity trigger The initiator that indicates the moment on which the reference activity for the cluster's configuration must be carried out. configuration structure The relationships among items in a cluster. configuration type The type of the configuration. configuration version The current status of the configuration's structure. This can be useful for history purposes. Structure changes within a certain configuration, to which an active contract applies, take place under a new configuration version. No new configuration version is generated for changes on the component level (item). constraint A predefined condition for a configuration to perform a certain activity. For example: If a battery check must be carried out, the constraint is that the external power must be switched off. consumable item Materials that are used during service or maintenance of an item. These materials do not appear in a physical breakdown or item breakdown. For example: Lubricants. contract coverage The method indicating how the service order costs are covered by the contract. contract discount scheme If services or terms of a warranty overlap with the services of a contract agreement for an item, a discount or reduction in terms on the contract price can be offered. The discount scheme defines the contract's discount percentage during the period when the warranty is valid for the item. This enables you to include an initial warranty period during which no invoices are sent to the customer. You can also use a discount scheme independently from a warranty, for example, if you agree on a once-only discount with the customer. contract duration The period of time over which the contract runs. The contract duration is defined by a numeric value in combination with a period unit, for example 2 Month. contract history The information stored for a particular contract. contract installment Period over which the contract revenues (installment amounts) and the forecast contract costs are distributed. Contract installments are defined by year and contract. contract quotation A quotation to a business partner for the provision of a service contract. contract-quotation documents The documents that are printed in the Print Contract Quotation Documents (tsctm2400m000) session. Two types can be printed: External documents Internal documents External document This type of document is used to print the actual documents that must be sent to the business partner. The status of the quotation is changed to Printed, at which point the details become fixed and changes to the quotation terms are prevented. Internal document This type of document is used to print a copy for internal use of the actual document that must be sent to the business partner. The status of the quotation is unchanged. Example The quotation can receive separate financial approval before printing the final documents. The quotation details can still be amended after review. contract quotation header The contract quotation header contains all the data that is entered in Contract Quotations (tsctm2100m000) session. contract renewal Changes to service contracts that are the result of a new duration period. contract sequence number The number used to identify the cost term of the coverage term. The default step size is 10. contract template A standard set of contract terms and conditions. A template can be used as a basis for contract quotations and service contracts. contract template header The contract template header contains all the data that is entered in the Contract Templates (tsctm0150m000) session. contract type A way of categorizing contracts based on similarities and shared characteristics. Each contract type is identified by an alphanumeric code of up to three characters. corrective maintenance The maintenance that is carried out to restore an item to a serviceable condition by fixing a known or suspected malfunction and/or defect. cost-covering method A method that determines how the costs of the service order are covered by the service contract. The following cost-covering methods are available: Fixed Price Ceiling Coverage Percentage Ceiling on Coverage Percentage Exclusion Own Risk cost currency The monetary unit in which the cost price is expressed. cost lines An estimated or actual cost line that represents the costs for materials, labor, or other that is required to carry out an activity. cost price The cost price of the term expressed in the home currency. cost terms A detailed specification of a coverage term. cost type Categories that are used to register the type of costs. Cost types enable you to have a more detailed view of the source of costs. counter interval The time span between two maintenance moments. This interval is expressed in a usage-related unit, for example, operating hours, kilometers. The actual moment of maintenance is when the counter norm-value is reached. Actual moments can be predicted. counter reading The reading on a configuration's or serialized item's counter. counter type A general characterization of a measurement on a configuration. For example, the production hours of a machine or the flight cycles of an airplane. Counter types that are linked to an average usage factor unit enable you to plan maintenance activities for a configuration. counter value Preventive maintenance takes place at a constant interval. This interval is expressed in a usage-related unit, for example, operating hours, kilometers. The actual moment of maintenance is when the norm value of the counter is reached. These actual moments can be predicted. Example A car that must be serviced every 20,000 km. coverage A classification of the activities and costs related to a call, according to the terms that have been defined in the contract. coverage lines Lines that store the information on the costs incurred, amounts to be invoiced, and the amounts covered by the applicable contract and/or warranty. Most coverage lines are added through the maintenance sales order process, but can also be manually entered. coverage phases A coverage term can be phased in time or it can be made dependent on the counter value of an item. It is possible to specify for each phase another covering method. coverage-term number For a service type / term type combination, this is a unique sequence number. Default value of step size: 10 Note The default value can be changed if required. coverage terms A coverage term stores agreements on the duration, the cost covering method and the costs of these agreements. This can be created for (a combination of) a service contract (quotation), cluster, coverage type, term type, or sequence number. The cost amounts and sales amounts of the term are also stored. The defined coverage terms are valid for the entire duration of the service contract. It is also possible to phase these terms, depending on time or on the value of the main counter of a counter model. The coverage terms can be further specified in the so-called cost terms. coverage type A financial classification that indicates to what extent work is covered under warranty or contract, and what part of the activities can be charged. covered calls The number of calls that are covered by the contract or warranty. covered call units The number of call units that are covered by the contract or warranty. covered hours The current total of the hours spent on service activities. covered quantity The quantity of an item covered by the contract. covered time The time that the contract covers. covered visits The number of visits covered by the contract or warranty. credit review period Within this period the invoice-to business partner must pay his invoices. This can be seen as a so-called overdue invoice period. critical resource The resource on which the continuity and progress of (planned) maintenance activities depends. CTI Acronym of Computer Telephony Integration. Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. Automatic telephone dialing from an address list is an outbound example. customer priority An alphanumeric code that identifies the priority of a customer. cycle item A components that circulates between configurations, maintenance shops, and warehouses, depending on the demand and the component being serviceable or not. default item data Item data that is the same for a range of items. deferred call Either of the following: A non-blocked call with status Registered for which the current time is past the registration time plus time fence specified in the Call Parameters (tsclm0100m000) session; A non-blocked call with status Assigned for which the current time is past the assigned time plus time fence specified in the Call Parameters (tsclm0100m000) session. Note Deferred calls use a 24 hours calendar. deferred emergency service order A released emergency service order that has not been attended by a service engineer within the order escalation time as defined in the Service Order Parameters (tssoc0100m000) session. delivery type Indicates how the material that is required to carry out the activities, must be delivered, or what will happen to the defective item. dependent norm value The dependent norm value determines the moment when maintenance is required for an item in a configuration. In case of predicted inspections (PI): If the measured value does not meet the norm value, a maintenance activity is required. You can immediately plan a service order that carries out the required maintenance, or a follow-up activity. In case of counter value (CV) and predicted activities (PA): The maintenance must be carried out when the norm value is reached. Example (CV): If a car must be inspected every 20,000 km. the first norm value is 20,000 km, the second 40,000 km, and so on. dependent variable A unit of measurement, which together with a norm value (and start value) determines when maintenance activities must be carried out. depot repair Repair that is carried out in a repair shop. derived-from SPC If this check box is selected, the term is derived from a maintenance concept or a maintenance plan in the Service Planning & Concepts module. detailed maintenance planning Planning of the lowest level activities included in the activity aggregation relationships. diagnostic tree An information structure that matches questions about a customer's problem, to a list of related answers. To each related answer you can link an expected problem, an expected solution, or a follow-up question. The use of a diagnostic tree enables: Fast call resolution. Reuse of existing knowledge. Accurate management information, which you can feed back into planning decisions. distance zones With the help of distance zones users can specify traveling costs. A distance zone can be divided in several zone classes. downtime The time during which an item or product is not available for use by the customer. This value is used in service contracts with an uptime agreement. downtime ratio The percentage of an activity's duration that an item will be out of operation when the activity is carried out on the item. The downtime ratio can be used for internal maintenance to determine the work-center capacity. For the percentage of the activity's duration, the capacity of the work center is reduced. effective date Depending on its context, an effective date can be the first day on which a contract quotation is valid, the first day on which a service contract is active, or the first day on which you can use a template for quotations or contracts. The effective date often includes the effective time. effectivity period The number of days a contract quotation is valid. efficiency rate The number of service employees required to carry out an activity or a task. You can calculate the duration of the reference activity based on the efficiency rate. emergency A call that requires immediate action and for which a service order is generated to inform the field service engineer. end date The last date on which the terms are valid. It is displayed when the contract status changes from Free to Active. Note If more than one phase exists for this term, the end date of the last phase is displayed. If a warranty is linked to one of the items or configurations in the contract, the date is equal to the start date plus the warranty period. escalated call Depending on the time agreement with the customer, one of the following: A non-blocked and non-waiting call with status Registered or Assigned for which the current time is past the reaction time; A non-blocked and non-waiting call with status Registered or Assigned for which the current time is past the solution start time; A non-blocked and non-waiting call with status Registered, Assigned, In Process, or Transferred for which the current time is past the solution finish time. escalated call A call that is registered or assigned, but for which no action was taken within the contract or warranty response time. execution finish time The time at which the support engineer plans to finish working on the call. execution start time The time at which the support engineer plans to start working on the call. expected problem The problem as assessed and classified by the support engineer. expected solution The solution to the expected problem as determined by the support engineer. expiry date Depending on its context, an expiry date can be: The last day on which a contract quotation is valid. The default expiry date for a quotation is the quotation date + effectivity period of quotations [days], as set in the Service Order Parameters (tssoc0100m000) session; The last day on which a service contract is active. After this date it becomes expired; The last day on which you can use a template for quotations or contracts. Note that the expiry date often includes the expiry time. expiry date Depending on its context, the last day on which the contract quotation is valid or the last day on which the service contract is active. After this date it is expired. expiry warning period The number of days warning that is given to the service organization of the contract that is ending. ERP LN uses the expiry date when service contracts that are about to expire, are printed. external maintenance Preventive maintenance (PM) activities of an item done by a service engineer at the customer's site. This activity is defined in a contract. external problem Corrective maintenance carried out on an item done by a service engineer at the customer's site. external service-order documents External service order documents include announcement sheets, appointment sheets, and repair reports. Failure Analysis Failure Analysis is defined as gathering up-to-date historic data related to confirmed failures and this data is used to understand the previous occurrence of failures. field change order (FCO) An order to collect and modify, repair, or replace an item (for example, a product recall). You can apply the order to one or more customers. The order can be created by marketing, sales, or manufacturing. field change order object lines A field change order line specifies the serialized item that must be modified by the field change order (FCO), and the sold-to business partner who owns it. If a service order has been created for the FCO, the service order's number is displayed on the FCO line. follow-up activity The activity that must be carried out if the measured value of the inspection-measurement does not meet the norm value. follow-up order An order that is triggered by another order. follow-up work order The work order that is used to carry out additional work on the material if the delivery type is Follow-up Work Order. forecast requirement factor The factor that measures the probability that the resource is required. functional breakdown A multilevel or single-level display of a configuration's functional related components, elements and serialized items. functional element A grouping of exchangeable items with identical functions. Functional elements can be used in item breakdowns, physical breakdowns, and reference activities. Example When a maintenance activity is defined for a configuration, a functional element can be specified. This way, the activity applies to all items covered by that functional element, and multiple, identical reference activities for similar items are avoided. functional failure The configuration or part of a configuration fails to meet its function. global maintenance planning Long-term maintenance planning on a high level of activity aggregation. global SRP Global service resource planning (SRP) is the long-term planning phase for service orders that are defined in Service, and planned for the mid-to-long term (months). graphical browser framework A tool that is used to display a hierarchical structure in the form of a tree. Often, this tool also enables you to perform drag-and-drop operations. Example: To display a breakdown structure. Acronym: GBF graphical planning board A table that graphically illustrates a planning. gross margin The difference between the sales amount and the standard costs against standard costs. How the gross margin is calculated depends on the setting of the Margin Base field in the Service Order Parameters (tssoc0100m000) session. Acronym: GM header data The general information of a service contract, a service contract quotation, a service order or a service order quotation. The header data can consist of descriptive, business partner, financial, invoice, and duration data. help desk A direct support center, staffed by maintenance engineers who solve customer's questions and problems. incidental changes A type of service contract change that results from adding or removing items. or from adding, removing, or changing coverage terms and/or cost terms. included This indicates whether the term is included (or covered) in the contract. If the term is not included it must be invoiced. independent variable In the case of counter values (CV) or predicted activities (PA), the measurement type's independent variable of a will be of type time. In case of predicted inspections (PI), it can also be usage related. Example A tire has two variables: the number of kilometers traveled, and the depth of its tread. Each kilometer traveled by the tire decreases its tread depth. In this case, the independent variable is the number of kilometers traveled by the tire, and is usage related. The dependent variable is the tire's tread depth. indexation To raise or to lower contract prices by means of a user-defined percentage. Infor Mobile Service An optional, remote extension to Service, Infor Mobile Service is an off-the-shelf, fully configurable, mobile field service automation application based on the client-agent-server architecture. By means of wireless mobile networks or landline dial-up, the field service engineer, who uses Infor Mobile Service, has access to information resources that are available in Service. initiating work order The work order from which the current work order is derived. in-line maintenance Maintenance activities that are carried out during operational use (between actual usage) of a configuration. In-line maintenance is carried out on location. inspection A specific activity that is carried out to determine the condition and the status of a (part of a) configuration or process. Inspection activities can be based on inspection norms that are specified in documents. The inspection activities and inspection intervals are specified in the maintenance program. inspection report A report that can be used to register the measured values on an item in case an inspection must be carried out. inspection templates A set of measurements that you must carry out on items during an inspection. Inspection templates include the norm values that trigger the reference activities. If an inspection is carried out and the norm value that is defined for the dependent variable is exceeded, one or more reference activities must be performed. installations A unique object that can consist of a number of separate components. These components can have their own serial numbers. Installations are defined by making a description, by assigning the installation to an installation type, and by recording the location. installment template A template specifying an invoice method, the interval between two installments, the installment variant and the method in which the number of financial periods of an installment should be specified. The template can be used in contract quotations and service contracts. internal maintenance The maintenance activities carried out on internal production devices. internal problem The corrective maintenance carried out on an internal production device. invoice interval A limit on the amount of time that a customer can be billed from the total amount of time spent solving the call. Note If the time spent solving a call is lower than the minimum time set in the invoicing interval, no invoice is made. If the amount of time spent solving the call is greater than the maximum time set in the invoice interval, only the maximum time value in the invoicing interval will be invoiced. item A standard maintenance item. item breakdown A standard item's list of constituent components. The item breakdown can be displayed as a multilevel structure or as a single-level structure, and can be used as input for a physical breakdown. item category A classification by the item's form, fit, and function. ITU Acronym of International Telecommunications UnionFormerly the CCITT (Consultative Committee for International Telephony and Telegraphy), the ITU is an international organization founded in 1865 and headquartered in Geneva that sets communications standards. job quotation A written proposal to a business partner for carrying out a set of maintenance activities. job sheet In Infor Mobile Service, a list of service order activities that are lined up for the service engineer. labor rate The labor rate code, defined in the Labor Rate Codes (tcppl0190m000) session in PeopleA sales rate and cost rate can be specified in this labor rate code. You can assign labor rates on a wider scale to, for example, A service department, for all work done by the service department. A cluster, for all work carried out on the cluster. In the Service Order Parameters (tssoc0100m000) session, default labor rate search paths can be set for the following: Estimated sales rate Estimated cost rate Actual sales rate Actual cost rate labor requirements by planned activity The tasks and/or service employees that are required to carry out an activity on an item. labor requirements by reference activity The tasks that are required to carry out an activity on an item. The labor requirements are used to plan the available capacity of labor (versus manpower). It can also can be used as a reference for quotations. labor type The classification of work performed, and the time of day at which the work is performed (either normal working hours or overtime). Based on the kind of work and the hour type, you can use labor types to specify surcharges so that ERP LN can calculate the actual labor costs in People. life cycle The item's economic lifetime. location A physical, recognizable area in a maintenance shop, a service department, or a work center where parts are temporarily stored. Inbound and outbound handling is not registered in ERP LN. maintainable quantity The number of maintainable items/parts which must be repaired on the work order. maintained quantity The number of maintained items/parts which went successfully through one or all steps of the work order process. maintenance The actions required to restore an item to its serviceable condition. This includes inspection, modification, repair, overhaul, and servicing. maintenance activity The smallest unit of work that form the base for all maintenance to be carried out. maintenance concept A maintenance specification for non-customized items, stating which activities must be carried out during the maintenance cycle of the item. Also, the requirements needed to carry out the activities can be specified. A single specific concept can cover various maintenance policies. A maintenance concept serves as a reference for long-term maintenance planning of configurations and items. maintenance contract A document that is used to register long-term agreements between a maintenance company and a customer. Such a document outlines the maintenance activities that are carried out on configurations. The contract also covers the agreed prices and discounts. maintenance document A document that is required to restore an unserviceable item to the serviceable condition. For example Component Maintenance Manual (CMM) or an Overhaul Manual (OM/OHM). maintenance event A set of maintenance activities on a high aggregation level that can clearly be distinguished in time. maintenance order A schedule of maintenance activities. maintenance planning The list of activities planned for serialized items/clusters for the purpose of long term preventive maintenance. maintenance prediction The expected moments, on a relative timescale, when a specific measurement type does not meet specific norm values. As a result, specific reference activities must be carried out by way of preventive maintenance. A maintenance prediction can be a part of a maintenance concept, and is used for condition-based maintenance (CBM) in the first place, and for fine-tuning the maintenance concept in the second place. Maintenance predictions are optional to use. If present, maintenance predictions serve as input for the maintenance plan. maintenance program A list of recurring maintenance activities that are prescribed and approved. maintenance sales order Orders that are used to plan, carry out, and control the maintenance on customer-owned components, products and the logistic handling of spare parts. maintenance sales order lines Lines that store all details of the items that must be maintained, loaned, replaced, delivered, or received. master routing A set of operations that can be carried out. The reference activities based on which operations are added to a master routing, must have the same characteristics, such as item, functional element, and service department. Example All the inspections, tests, cleaning activities, assembly activities, disassembly activities, and repair activities that you can carry out on an engine. material management The control of the serviceable and unserviceable components flow in a shop maintenance environment. material requirements by planned activity The required materials to carry out an activity on a specific item or serialized item. This data can be used for the replenishment orders of new items. Mean Time Between Failure The average time interval between failures of a repairable product for a defined unit of measure. For example: operating hours, cycles, kilometers, or miles. Acronym: MTBF Mean Time To Repair The average time interval between the moment a failure is registered and the moment that the failure is solved. For example, the failure is registered by means of a call and is solved by means of a service order. Acronym: MTTR measurement A standard measurement that consists of a measuring quantity and a measuring characteristic. The determination of the value of a certain dependent measuring quantity of an item in a specific situation. measurement type A particular measurement that is used to determine the value of an item's variable (measuring quantity) in a specific situation. Example: Tire tread depth. measurement unit Units used to express measurements. The unit can be user-defined or selected from the list of units in Common. measuring quantities A measuring quantity is a measurable (physical) variable that identifies the units of this variable. For example: pressure in kPa. Measuring quantities can be used to define measurements. Example The measurement exhaust temperature interval results in a value of the measuring quantity temperature in Celsius. modification Activities that are carried out on the operation of a configuration or on a part of a configuration. modification directive Documents that specify the requirements for technical or operational improvements on configurations. These requirements can affect certain maintenance activities. multilevel breakdown A lists of components on all levels. offline/online indicator An indicator that specifies if a configuration can be maintained during operations, during standstill, or during both operations and standstill. offline maintenance Maintenance activities for which the configuration is taken out of active operation to carry out maintenance. on-condition maintenance A primary maintenance policy in which repetitive inspections or tests are carried out to determine the condition of the units, systems, or portions of a structure with regard to continued serviceability. If the item's condition falls outside specified values, corrective action is taken. operation A step in a master routing. Based on a reference activity, an operation is identified by a unique sequence number. operational schedule A scheme that specifies the use of a configuration for operational and maintenance purposes. order escalation time The period of time after which a released emergency service order will be treated as a deferred emergency service order. For an emergency service order not yet attended by a service engineer, when the order release date/time plus the order escalation time occurs in the past, that order is treated as a deferred emergency service order. The list of such orders can be viewed using the Deferred Emergency Service Orders (tssoc2502m000) session. order procedure Classifies the nature of the service activities that are required. In Service two procedures are predefined: Normal and Emergency. other All service activities that are not covered by the following service types: help desk, internal problem, external problem, internal maintenance, external maintenance, depot repair, and claim processing. other requirements by planned activity All other requirements (such as, tooling, traveling, and subcontracting) for carrying out the activity on the item. other requirements by reference activity All other requirements needed to carry out the activity. The following requirements are predefined: Tooling Traveling Subcontracting Help desk Other overhaul All the maintenance and service activities that must be carried out on a component to make it serviceable again. paging A messaging system, where short messages are sent by dialing a phone number and putting in a message. The message, which is received using a pager or another paging-enabled device, can either be a numeric code or a text message. In Service, paging is used to inform the field service engineer of the service order to be carried out. physical breakdown A serialized item's composition and structure, defined by the parent-child relationships of its constituent items. The physical breakdown can be displayed in a multilevel structure or a single-level structure. planned activities The fixed moments on which preventive maintenance, by means of planned activities, must be carried out on serialized items/clusters. Service maintenance planning shows the demand of service activities in the long term and can be used as input for the service order procedure. Maintenance planning can be generated from the maintenance concept. predicted activity On a relative timescale the expected moments that certain measurement types do not meet their norm values. As a result, certain reference activities must be carried out as a matter of preventive maintenance. A maintenance prediction can be a part of a maintenance concept. A maintenance prediction is used for condition-based maintenance (CBM) in the first place and to fine-tune the maintenance concept. The maintenance intervals are based on the predicted progress of a specific measuring quantity's value (dependent variable). This value is based on measuring data from the past (history data). This method optimizes the maintenance intervals. The measuring data that is obtained during maintenance can be filled into history again. So, the maintenance prediction is continuously amended with the latest measurements. You can compare the predicted activities with counter value (CV) activities. You can also use service maintenance concepts as a reference for the service maintenance planning of items. The effectivity period of a maintenance prediction is limited by the period length which is recorded by the reference item. Example After selling a car, the first maintenance activity is due one month (or 1,000 km) after the sale. preferred service employee A service engineer who is qualified to maintain a specific cluster and/or serialized item. This makes sure that the cluster and/or serialized item is always (if possible) maintained by the same service engineer. Preventive Maintenance (PM) The maintenance activities that are carried out on a regular basis to prevent malfunctions or failures. pricing method The method indicating how the sales order price is determined. pricing method The method indicating how the contract price is determined. The following pricing methods are available: Sales Value of Configuration Budgeted Service Costs Cluster/Item Pricing priority factor The priority factor is calculated from any priorities assigned to the call. Note The item priority is either the serialized item priority or the priority of the cluster to which the item belongs. Probability Analysis Diagnostic tools which calculates the probability of a specified solution solving a known problem. The data captured from the completed service order and the solved calls is used to calculate the probability. problem A source or symptom of malfunction or disturbance. problem category A call can be a question, complaint, or malfunction. problem priority An indicator that designates the urgency of the problem. problem-priority factor The problem priority divided by 100. product life cycle The item's lifetime. After exceeding the lifetime, the item Must be scrapped and replaced by a new item. Can be sent for waste recycling. project-breakdown structure A charge (element) breakdown structure or an element structure that is defined in Project. question A question that a support engineer can ask a customer who calls the call center. quotation history The information from a particular quotation. quotation status The stage a contract quotation is at: Free: the quotation is in the process of being developed, and can be modified as required. Printed: the quotation has been finalized and can now be sent to the business partner. On receipt of the quotation, the business partner can accept it, reject it, or request modification. Accepted (for Contract): the quotation has been accepted by the business partner, and can now be processed into a quotation. Processed: the quotation has been processed into a contract, and can now be posted to history. Canceled: the quotation has been canceled by the business partner, and can now be posted to history. reaction time The time by which the call center must react to a customer's call. reaction time The time by which the call center must respond to a customer's call. reference A The reference by which the sold-to business partner identifies the purchase order. This reference is printed on the service contract or quotation. reference activity The smallest unit of work that is required to carry out maintenance. reference activity A group activity or a single activity (directive) that is planned for a serialized item or cluster. A list of reference activities for an item forms a maintenance concept. reference activity by item Maintenance specification (lines) stating, when reference activities should be carried out on specific items. Also specified are the materials and means required to carry out these reference activities. One specific concept can cover different maintenance policies. A maintenance concept serves as a reference for long-term maintenance planning of configurations/items. reference activity condition The setup of an item that is required to carry out a reference activity. reference activity constraint An activity that must be carried out to activate or de-activate a certain constraint. reference activity group A group of reference activities with similar characteristics. For example, the Cleaning reference activity group or the Inspection reference activity group. reference activity structure A set of reference activities linked through sequential and hierarchical relationships and dependencies. reference B The reference by which the subcontractor identifies the subcontract agreement. reference item The item for which the specifications are same as an existing customized item or a standard item which is not produced currently.The reference item is the base item which is referred to when you create a customized item. related answer An answer in the diagnostic tree that is related to another question, which is relevant to the current problem. renewal with indexation If the contract change type is Renewal with Indexation, contract is renewed and indexed simultaneously. Indexation is applied to all configuration lines irrespective of the pricing method. repair To make a component serviceable again. repairable item An item that can be economically restored to its serviceable condition and which can consist of replaceable parts. repair report A report that informs the business partner about the findings of the service orders, in case repairs have been carried out on specific items. A template of the letter can be defined in the SOC parameters. For each activity an appendix (standard layout) will be printed. This appendix is printed in the language of the business partner. Repair Warranty The service provider's guarantee that the product is repaired free of charge, if the repair done earlier on the product is not satisfactory or not proper. reported problem The problem initially reported by the business partner. reported time The date and time when a call was received and registered. required activity The action required, as determined by the service/support engineer, to solve the call. requirement lines The lines that specify the resources required to carry out an activity. Requirement lines can comprise material, tool, and other requirements. requirements The material, labor and other requirements can be defined for a reference/planned activity. resource requirement The resource that is required for a reference activity. You can specify resource requirements by using one of the following resource types: Material, Labor, Tool, Subcontracting, or Other. response time A response time defines, from the time a call is registered, the period of time within which: The service provider must react to the call; A solution to the call's problem must be started; A solution to the call's problem must be finished. return material authorization Expected return of material from the customer to the service provider. Acronym: RMA revenue The amount received or gained, usually measured in money. routing option A subset of master routing. A predefined set of operations that can be carried out. Each operation is identified by a unique sequence number. salvation analysis Activities carried out to determine whether or not it is feasible to repair a component after an initial decision to destroy it. The salvation analysis for configurations that require a high safety level are different than for configurations that only have an economic value. scheduled maintenance Maintenance activities of which the time of execution has been fixed together with a proper activity assignment and activity sequencing. scheduling To determine the sequence in which maintenance activities must be performed. scrap The components that are outside their original specifications and that are impractical to repair. search argument An alternative form of a description used for convenience during searching. A search key is usually an abbreviation, an acronym, or a mnemonic alternative to a full description. search engine A program that searches for configurations based on search criteria such as sold-to business partner code/name/address/ZIP code, (service) department, service area, responsible engineer, and so on. serialized item An item that is uniquely identified by the item code (manufacturer part number) in combination with the serial number. serialized-item availability Indicates the time that the serialized-item is available for servicing or maintenance. serialized item group A group of serialized items with similar features. serialized-item priority An indicator that designates the urgency of a problem that occurs to a serialized item. serialized-item priority factor The serialized-item priority divided by 100. serialized-item range One or more serial numbers that are defined for a particular serialized item. serialized-item range group A group that can be used to link activities and documents to a range of items including different serial numbers. serialized item relations The indication of a serialized item's position in a physical breakdown, by means of parent-child relations. A serialized item in a physical breakdown is above its child item(s) and below its parent item. In a structure, a child item can only have one parent item, whereas a parent item can have multiple child items. serial number A number that, together with the item code or manufacturer part number, uniquely identifies a component, an item, a machine, or an installation. This serial number is usually shown together with the manufacturer part number and other identification data on an identification plate that is attached to the item. serviceable item A condition of an item that indicates that the item can be used in a configuration. service activity An activity with tasks and cost lines linked to it. This activity can be also be a linked to a coverage type. service activity price list A price list, used to define the contract price or the price of individual service orders. Service costs are calculated on the basis of standard price lists. In a price list, both the cost price and the sales price can be recorded for an item, a reference activity, a service type, or a combination of these elements. service area A specific geographic area that is covered by one or more service engineers (employees). A service area can be linked to a service center. service BOM A bill of material with the information about the components of the service (parent) item. The service BOM structure can be compared to a production BOM structure. The so-called parent-child relations make the service BOM structure. The service BOM usually lists the items on which service activities can be carried out. service car Means of transport, linked to a service employee, for transportation from and to the customers work site. service contract A sales agreement between a service organization and a customer for a specific period, that states the configurations (clusters or serialized items) to be maintained, the coverage terms, and the agreed price. service contract change Following are the types of contract changes: Renewal: The option allows you to extend the contract period beyond its current validity duration. Incidental Changes: The option allows you to implement changes to an existing contract. Changes such as addition/deletion of one or more configuration lines, changes to price and discounts, and so on are categorized as incidental changes. Indexation: The option allows you to change the contract price based on the changes in the value of consumer price index. Renewal with Indexation: The option allows you to perform indexation and renewal at the same time. service-contract documents The documents that are printed in the Print Service Contract Documents (tsctm3400m000) session. Two types can be printed: External documents Internal documents External document This type of document is used to print the actual documents that must be sent to the business partner. Internal document This type of document is used to print a copy for internal use of the actual document that must be sent to the business partner. Example The contract can receive separate financial approval before printing the final documents. The contract details can still be amended after review. service contract header The service contract header contains all the data that is entered in the Service Contracts (tsctm3100m000) session. service department The department that is responsible for the execution of a work order. service department A department that consists of one or more persons and/or machines with identical capabilities, that can be considered as one unit for the purposes of service and maintenance planning. service employee Person(s) working for the service department. service engineer A trained technician who carries out the service activities within his/her own organization or on the customer's site. service item A product that serves as a repository when you define serialized items, maintenance concepts, and service contract terms. In Service, the items are specified by the item code. Item codes enable you to the use the ERP LN functionality for purchase and inventory control. For service and maintenance applications, you must separately identify the various states in which items can occur in the process. For example, you must be able to identify defect items and repaired items. service-item data Information about the service item. service item group Groups of service items with common characteristics that are used in Service. Service item groups can be used to define the material terms for a group of items. The material terms are used in service-contract templates, service-contract quotations, service contracts, service-order quotations, and warranties. service kit A mobile warehouse in which components used during service activities are stored. service kit type parts The components that are used during the maintenance of an item. service-kit types A classification of similar service kits into groups that can be used to carry out service/maintenance activities on a maintenance item. In defining a set of available items for a service kit type, it is assumed that all service kits belonging to that service kit type, also contain the same set of items. Example The Washing machines service kit type contains all service kits that are required to maintain the washing machines of a certain type. service office A department clearly identified within the company business model to manage the sales relations of the business partner. The service office is used to identify the locations that are responsible for the service activities within the organization. service order Orders that are used to plan, carry out, and control all repair and maintenance on configurations as present on customer sites or as present with the company. service-order activity line The smallest unit of activity that can be carried out for a service order. Multiple activities can be defined per service order. This can be useful, for example, to combine calls with planned maintenance activities. service order data The data defined that is defined in the service-order header, service-order activity line, and the requirement line. service order document Used within a service organization, a document that can contain service order sheets, inspection reports, or checklists. Used to inform customers, a document that can contain announcement sheets, appointment sheets, or repair reports. service order header The service order header contains all the data that is entered in the Service Orders (tssoc2100m000) session. service-order history Detailed information about the service orders that are posted to history. The historical service order data comprises the data that is defined in the: Service-order header Service-order activity line Requirement lines service-order labor costs The costs of the labor that is required to carry out the service order. service-order material costs The costs of the materials that are required to carry out the service order. service-order other costs The costs required to carry out a service order, that cannot be classed as material costs or labor costs. service-order quotation A service-order quotation is a statement of price, terms of sale, and description of services and materials, that can be sent to a prospective business partner. The business partner data, payment terms and delivery terms are listed in the header. The data about the activities and materials are entered on the quotation lines. service order sheet A sheet that informs the service engineer about the work that must be carried out. service organization A part of a company or an independently operating company to maintain production means and/or installations. service price The price of service activities or maintenance activities carried out at regular intervals as part of periodic maintenance of an installation. Service Resolution History The history of all service orders and solved calls. This data includes the details equipment, problems, and solutions for a service order activity or a call. service type The service classification that service providers offer. The service type determines which availability type applies to a service order header, and provides a default order procedure and coverage type. shop maintenance Maintenance that takes place in a maintenance department. single-level breakdown A display of components that are directly used in a parent item. A single-level breakdown shows only the relationship one level down. skill The specific knowledge or technical expertise that a service engineer must have to carry out service or maintenance activities. For example, knowledge of electricity, specific equipment, and so on. Service skills can be used as constraints when planning orders. skill factor An indication of the productivity of the service engineer, for information purposes only. skills by service employee The expertise of an individual service engineer. ERP LN uses this data to match service orders and service engineers. skill status The skill condition indicates if the skill is mandatory or required. slack time The time between the earliest start time and the planned start time of an activity, and between the latest finish time and the planned finish time of an activity. Slack time is deliberately introduced by the planner to reduce the risk that a delay in a single activity is passed on to subsequent activities and, as a result, disturbs the overall planning. solution Codes on calls and service orders that enable you to analyze the orders. solution finish time The time by which the support engineer must finish solving the call. solution start time The time by which the support engineer must start solving the call. solution time The agreed maximum time that can elapse between the registration of a call and the time the problem must be solved. spatial breakdown A list of components grouped by location or zone. A spatial breakdown consists of spatial elements and serialized items. spatial element A component of a spatial breakdown. spatial resource Available space in terms of height, floor area, and so on that can serve as a constraint for the acceptance and execution of maintenance activities. spatial resource type A classification that is used to group spatial resources. For example: Spatial resource type Operations; All the rooms in which testing activities take place. spent calls The number of calls spent on service requests that have been financially approved in Service Order Control. spent call units The number of calls that are spent on support activities that have been financially approved in Service Order Control. spent costs The sum of costs due to service activities that have been financially approved in Service Order Control, expressed in the home currency. Example Service orders Traveling costs spent discount The sum of discounts arising from service activities that have been financially approved in Service Order Control, expressed in the home currency. spent distance The current total of the distance covered due to service activities that has been financially approved in Service Order Control. spent quantity The current total of the quantity of material used due to service activities that has been financially approved in Service Order Control. spent sales The sum of sales amounts due to service activities that have been financially approved in Service Order Control, expressed in the currency chosen in the contract header. Example Service orders Helpdesk calls spent time The time spent on service activities that have been financially approved in Service Order Control. spent visits The current number of visits made on service activities that have been financially approved in Service Order Control. start date The date on which the terms become valid. It is displayed when the contract status changes from Free to Active. Note If more than one phase exists for this term, the start date of the first phase is displayed. If a warranty is linked to one of the items or configurations in the contract, the date is on or after the date of installation. Statistics The number of times a particular combination of Serialized Item Group Item Service Item Group Call Group1 Call Group2 Reported Problem Expected Problem Actual Problem Expected Solution Actual Solution Reference Activity was used to solve a problem. A valid combination is formed depending on the fields that are selected in Call Parameters (tsclm0100m000) session. The statistics is built from the completed service order activities and the solved calls. subassembly Assemblies that are part of other assemblies. subcontract Arrange for part or all of the work to be carried out by a third party. subcontract agreement The agreement between the service organization and the subcontractor. subcontractor A third-party service provider. The subcontractor is referred to as buy-from business partner, because he is considered to be a business partner from whom services are bought. success percentage An indication of the chance that a quotation is accepted. support engineer A trained technician responsible for executing helpdesk activities. surcharge/discount A surcharge can be made, if, for example, a special response time is requested. A discount can be given, if, for example, a quantity of a given item is requested as opposed to a single item. Note If a surcharge is applied to an item or order, it is added to the original costs. If a discount is applied to an item or order, the original costs are lowered. task A specification of the type of work that is carried out by a service employee. You can use tasks to specify the labor required to carry out an activity. A specific labor rate can be linked to a task. tax country The country in which you must pay/report the value-added tax (VAT). The tax country can be different from the country where services or goods are delivered. tax indicator The type of tax processing that is applied to the selected contract type, since service, rental, and sales can each be taxed differently. terms A set of contract, quotation or warranty conditions, related to a type of maintenance. Per coverage type and term type, conditions and price agreements are stored in the coverage terms, which can be further specified in the cost terms. Example All conditions related to: Long cyclic maintenance Helpdesk support Field problem solving term type Categories used to group costs. Term types enable you to have a more detailed view of the source of costs. The Contract Management module in Service distinguishes the following term types: Material Labor Tooling Traveling Subcontracting Help Desk Other Uptime All tolerance period The tolerance period can be used to increase the planning period of a reference activity when it is planned. tool maintenance The maintenance activities that are carried out on tooling. top work order The very first work order from which the initiating work order of the current work order was derived. total amount The sum of the sales amounts of all coverage terms that are associated with the indicated service type or term type. total costs The sum of the cost amounts of all coverage terms that are associated with the indicated service type or term type. Note The amount is expressed in the home currency. total distance The return distance to the site where the configuration is situated, multiplied by the number of visits required. traveling specification type Indicates whether the traveling cost lines are specified in distance, time, total or call-out charge. unserviceable item An item that must be inspected before it can be used. usage class Usage classes categorize the use of a cluster, configuration, or (serialized) item, based on environmental factors or frequency of use. You can use usage classes to: Predict the maintenance required for a cluster, configuration, or (serialized) item, based on its usage. Define more than one maintenance concept for a cluster's configurations, and generate a maintenance plan based on the concept. Example The usage class of a truck can be national or international. The required maintenance for national use is different than that for international use, for example: Difference in number of kilometers Difference in climate use-based maintenance Preventive maintenance that takes place after a certain period of use, independent of the condition of the item at that moment. Acronym: UBM user defaults (service) The default data recorded by the user, which substantially affects the creation of service order and contract quotations, service orders, contracts including quotations, and order lines. The user defaults determine the method of order entry, the default values during order input, the degree of acceptance after order entry, and so on. use trend A qualification of an item's usage based on the trend of the dependent measurement unit (dependent variable) in relation to the value of the independent measurement unit (independent variable). The use trend enables you to generate a maintenance prediction. warranty A guarantee that a component is repaired free of charge or at reduced costs if it does not work according to the agreed specifications within a warranty period. warranty duration Warranty period. The period that the warranty is valid, expressed in time units. warranty limit Warranty terms can be restricted by relating them to a specific norm value of a certain measuring quantity that is an indication of the use of the item (for example, 80% warranty on the first 5,000 kilometers of a private car). warranty terms The warranty specifications for an item when the item is sold to the customer. They can include a period or a number of operating hours that the warranty is valid, or the response times on a service call. work center The subdepartment of the service department that is responsible for the execution of a work order. work in process In Service, the amount of work to do is indicated per service center by means of: The number of calls with the Assigned status; The service orders with the Planned status and Released status. Acronym: WIP work order Orders that are used to plan, carry out, and control all maintenance on items in a maintenance shop or in a repair shop. A work order consists of at least one work order header, and can have a number of activities that must be carried out on a repairable service item. work order document A document that can contain the activities, checklists, measurements, material, tools, subcontracting, and other costs. zone class A set of configurations of a customer around the home base of a service organization. Within a zone class, a sales rate (also called call-out charge) can be defined for traveling costs, effective from a specific date. A zone class is specified with an upper distance limit and can be assigned to each configuration. |