3G eRMA User Guide

3G eRMA User Guide

- 2004/08/02 -

3G eRMA Homepage

Login Block - E-mail Address Format

Search Block - RMA No - Serial Number - Product Name - Customer RMA No

World wide Repair Center Contact Information

Login-1

Successfully Login 3G eRMA

Logout eRMA

eRMA Workspace Block ( staff only ) - Preview: determine Workflow before receiving - Receive: receive operations - Prioritize: arrange the priority of RMA cases for repairing - Repair: repair operations - Ship: ship operations - Logistics: spare parts/swap pool/outsourcing operations - Analysis: repair analysis operations

Login User

eRMA Service Block - Request RMA No WayI: step by step, item by item WayII: import data from Excel to eRMA - Review my RMA Request On-Line - Get Statistics/Raw Data about my RMA cases - Change My User Profile

Responsible Repair Center

Spare Parts Block ( staff only ) - Spare Parts Application - Stock Management & Transaction ( Stock-In/Stock-Out )

Login-2

Guide Tab

Request RMA No

RMA Request Process Indicator

RMA Request Process Tabs - group relevant data in individual tab for good reading

RMA Request Process Flowchart ( for user reference )

RMA Goods Flowchart ( for user reference )

RMA Request-1

Customer Tab

Switch to Customer tab

Customer Bill-To Info

Pick correct company info from the list

Copy Info from Bill-To to Ship-To

Customer Ship-To Info - Company Name / Contact Person / Company Address are required - all fields are editable, allow to modify data directly

RMA Request-2

Customer Tab ( Pick Button )

Select searching field

Input keywords

Press [Submit] button

Check searching result

Remark:The company Info is from AxSC MFG

RMA Request-3

Product Tab ( Product Info )

EPA0366158

Switch to Product tab

Input Serial Number Press [Search] button

If get nothing from Barcode System, please manually select correct product name from the list via Pick button

Get product info from Barcode System

RMA Request-4

Product Tab ( Problem Info )

Provide relevant info about symptom & environment - Customer RMA No: defined by user, build the linkage between RMA No & Customer RMA No - RMA Type: select proper type for return goods (*note1) - Repair Center: staff only, determine responsible repair center (*note2) - Original RMA No: build the linkage to the previous RMA No

Problem DescriptionWay I: free-format typing directlyWay II: select proper items from the list through Pick ProblemWay III:Mix Way I & Way II

Add to the Defect List

*note1: RMA Type Items - Repair - Credit - X-Ship - Rework

*note2: Repair Center Items - AASC - ACI - ACSC - AESC - AKMC - ATSC

RMA Request-5

Product Tab ( Modify )

Defect List- Etd Fix Fee: ave. of past service fee for same product- Etd Ret. Date: ave. of past transportation time + 5 working daysthe above 2 items are reference only, depends on real situation

Delete Item Modify Item

Press [Finish] button to complete RMA Request

Modify data then update to Defect List

RMA Request-6

RMA Receipt

Print RMA Receipt and send it back with goods RMA Receipt

RMA Request-7

Import for RMA Request

Download the pattern of Excel and follow the format to complete it RMA Request

Set the path to the Excel for file upload

Determine if reviewing the defect list before RMA Request completion

Press [Transfer] button to complete the data transfer

RMA Request-8

Format for Excel ImportRMA Request-9

My RMA Request-1RMA Order No List

Set the searching condition to narrow down the outcome

My RMA Request

Searching Result, list record of RMA Order No

Click ‘RMA Order No’ and break down to its RMA No

Remark:Click ‘Check’ to bring out the original RMA Receipt

RMA No List

Set the searching condition to narrow down the outcome

Searching Result, list record of RMA No

Click ‘RMA No’ to see detailed info

My RMA Request-2

RMA Detailed Info

Switch to different tab to get different data

Summary info about the RMA case

Show the current status with flowchart, including date & handler

Remark:Different workflow has different tabs, the visibility of tabs depends on user access right

My RMA Request-3

Repair Report FormatRepair Report

Advantech Taiwan Service CenterFl.2, No.108-3, Ming-Chuan RoadShing-Tien City, Taipei , Taiwan R.O.C.

Tel: 886-2-2218-4567   Fax: 886-2-2218-7549

Repair Report of R4800001-1Customer Info

Bill-To Account: Repair Fee:

Ship-To Account: Ship-To TEL:

Ship-To Attention: Ship-To Fax:

Ship-To Address:

Product InfoProduct: Customer RMA No:Serial No: Warranty:

Repair InfoProblem Description:

Duplicated Before Fixing Another Problem Found

Repair Result:

Repair Action:

Repair Remark: 1. Another Problem Description ( manual )2. Replacement Information ( auto )

Date:

Stage:

Handler:

Functionality Check:

Rework Info:

* Rework is performed ……….

eRMA Web: erma.advantech.com.tw

Inspection Check:

Statistics ReportMy Statistics-1

employee

employee

employee

all

employee

all

employee

employee

employee

employee

employee

all

all

all

all

all

Statistics ReportMy Statistics-2

RMA SubscriptionMy Subscription-1

RMA SubscriptionMy Subscription-2

User ProfileChange User Profile

where user is from

changeable

user access right

company info

eRMA login name

default responsible repair center

Allowed to ship goods to authorized repair center(s) with responsible RMA representative

Workspace-1Summary – Request ( RC )

Group and summarize RMA info

Set searching condition to narrow down the result

Searching result based on searching condition

Remark1:> For RMS/RTS just show cases which belong to individual RMS/RTS> For Manager can see all cases and summarize data based on specific Repair Center/Staff

Remark2:- Request not received, on the way- Receive not assign RTS, waiting repair- Repair repairing- Analysis analyzing- Ship waiting shipping

Summary – Request ( RMS )Workspace-2

Under Construction

Summary – Receive ( RC )Workspace-3

Under Construction

Summary – Receive ( RMS )Workspace-4

Under Construction

Summary – Repair ( RC )Workspace-5

Under Construction

Summary – Repair ( RMS/RTS )Workspace-6

Under Construction

Summary – Analysis ( RC )Workspace-7

Under Construction

Summary – Analysis ( RMS )Workspace-8

Under Construction

Summary – Ship ( RC )Workspace-9

Under Construction

Summary – Ship ( RMS )Workspace-10

Under Construction

Workspace - PreviewWorkspace-11

Set searching condition

Check searching result

Select affected items

Pick correct workflow

Set Responsible Repair Center & Drop Shipment Request if Back-Delivery workflow is selected

Preview Remark

DOA Agreement

This (These) product(s) is (are) claimed as Defect On Arrival. We ask Advantech to replace it (them) and send us the new replacement(s) free of charge immediately. We hereto obligate to undertaking the terms and conditions stated as follows:

A.We ensure that the product(s) set forth above is (are) Defect on Arrival within three months from Advantech shipping date. It is (They are) not damaged causing by shipping or failures result from accident, misuse, abuse, neglect, mishandling, misapplication, modification, improper operation, improper repair, or rework. We haven altered or changed any components or circuit and haven reworded this (these) product(s).

B.We ensure that the product(s) set forth above will be sent back to Advantech Co., Ltd. in Taiwan within five (5) days from the date and year first above written and the product(s) set forth above will be well package to avoid damage in return shipment. Otherwise, we agree to purchase the replacement(s) and pay the bill to Advantech Co. Ltd. immediately.

C.We agree that Advantech Co., Ltd. reserves the right to examine the product(s) set forth above. If we are in breach of the preceding Sections A and B. We shall be liable to pay the charge occurred and pay the price of the replacement(s).IN WITNESS WHEREOF, we have caused this Agreement to be duly signed and executed on the date and year first above written.

I accept the agreementI accept the agreement

Workspace - ReceiveWorkspace-12

Set searching condition

Check searching result

Select affected items

Pick correct items

Upload files if necessary

Workspace – Prioritize ( RMS )Workspace-13

Workspace – Prioritize ( RMS Admin )Workspace-14

Workspace – Prioritize ( RTS Admin )Workspace-15

Workspace – Repair ( RMS/RTS )Workspace-16

Set searching condition

Check searching result

Click RMA No to enter Repair Stage

Workspace-17

Switch to different tabs to get different information

Preview block

Repair block

Check block

Conclusion block

Workspace – Repair ( Edit ) : 4 Blocks

Workspace-18Workspace – Repair : Preview & Repair

Repair History RMA No would be shown if ever returned for repair

ECO Reminder link to PLM and check if there is any ECO related to the product ( BOM is brought out automatically )

Picture Attachment upload the relevant pictures or files for further reference

Action Code ( 1st field ) you can either input action code directly or pick up proper item from the list

Location ( 2nd field ) input the specific and correct location of replaced component on PCB ( for system level product,

please input key parts for further searching in PLM or pick up proper item from the list )

Remark ( 3rd field ) leave message for reference, just like ECO No for rework issue

List Record Action Code + Location + Part Number + Remark

Part Number would be determined according to Product Name and Location under PLM

Workspace-19Workspace – Repair : Parts Application

Parts Application click the button to link to the below web page ( Parts Application )

Parts Information bring out the basic information of the part and check the status of RMA stock, then determine the qty

Application List it is allowed to apply multiple items in one application sheet

Ps. The system would leave the message about parts application in Comment

Workspace – Repair : CheckWorkspace-20

Functionality Check double click on certain item then it would be added into the right list

if certain test item is not included in the left list, you can add it by manual

Inspection Check same with Functionality Check

Workspace – Repair : ConclusionWorkspace-21

Repair Result select the proper repair status based on real situation

Repair Comment leave message for reference if necessary

Repair by auto generated, it is necessary to input the working hour

Failure Code determine the defect cause after fixing and pick up the proper item from the list

this information will be useful for advanced analysis for relevant department

Responsible select correct item based on real situation ( Design must be “Rework” with ECO No )

2nd Repair determined by RTS Leader

1st detector: system ( within 3 months ), 2nd detector: RTS Leader ( same problem, then select Reason Code )

Repair Cost Labor Cost + Material Cost, calculated by the system, for internal reference

Supplier Remark maintained by the supplier, for out-sourcing products

Workspace - ShipWorkspace-22

Set searching condition

Check searching result

Save shipping information for all selected items at a time

Input relevant information for individual case

Workspace – Logistics : PartsWorkspace-23

Parts Application | Product Swap | Outsourcing Products

Set searching condition

Handle the case and make the transaction

Check searching result

Workspace – Logistics : HandlingWorkspace-24

Workspace – Logistics : ProductWorkspace-25

Workspace – Logistics : PFSWorkspace-26

Workspace - AnalysisWorkspace-27

Workspace – Analysis ( Edit )Workspace-28

Workspace - Workspace-10