|
Supply Chain Consulting’s Viewlocity Service Management (VSM) solution organises information so planning, executing, monitoring, and measuring your service process is simple and effective. It ensures that challenges such as inventory fragmentation, excessive handling charges and black holes are addressed as well as enabling effective product lifecycle management and fault diagnosis to be a part the service delivery process.
VSM delivers an increase in customer service levels without having to incur excessive inventory and expediting costs; as well as a reduction in inventory costs and an increase in the productivity of their field service organisation.
Features
Order Lifecycle Management
Customer service representatives can track the status of the service order at all times. It provides a powerful graphical process modeller to build, monitor, and manage a complex fulfilment process that involves multiple partner organisations.
Part Lifecycle Management – Inventory managers can track the part through the returns process, its disposition, and re-introduction into the supply chain. Parts can be tracked by their serial number or lot numbers and the inventory manager can specify rules to ensure that the same part does not get re-introduced into the supply chain multiple times.
Extended Inventory Visibility
Users have visibility to part inventory in different nodes of the supply chain, including any inventory that may be in transit or stocked with technicians. The user is alerted based on inventory positions such as low stock or excess stock.
Inventory Sourcing
Users have the ability to source the required parts dynamically from the supply chain in a manner that meets its service level agreements while minimising its total delivery cost.
Reverse Logistics
Generates and manages Return Material Authorisation (RMA) Tracking Numbers based on the receipt of an individual return. This facilitates tracking individual returns through the returns process, providing the ability to monitor and track RMA goods progress throughout the returns lifecycle.
Repair Operations
Repair Operations can be automatically allocated to dedicated repair processes, finitely capacity scheduled and tracked across multiple domains such as suppliers, repair depots, pick up and delivery.
Field Service Operations
Coordinates service operations across a distributed network of service managers, inventory managers, dispatchers and technicians
Partner Score Carding
Performance management provides the capability to score card the performance of service representatives, diagnostic tools and partner organisations based on their service level contracts. It alerts the business unit when the performance is falling below prescribed levels or there is a risk of defaulting on service levels.
|
