Lightspeed NXT Service Manual - · PDF fileADP manuals are carefully distributed by ADP ... organization of such revision. Any questions or comments ... contain their own information

66647-03

*000000* 3.9.3 and above Dec. 2010

Service Department

User’s Manual

This Manual contains important designs, layouts, procedures and techniques that are proprietary and rigorously protected from unauthorized distribution. ADP manuals are carefully distributed by ADP, Inc. to its customers only under the terms and conditions of customer agreements that strictly prohibit reproduction and / or distribution of the Manuals for any reason except to the customers' employees. This Manual is not available to the public. The information contained herein constitutes proprietary and confidential information of ADP. It must not be copied, transmitted or distributed in any form or by any means, electronic, mechanical or other, including photocopy or recording, without the express written permission of ADP. ADP, Inc. reserves the right to revise this Manual and the software described in it, from time to time, without obligation of ADP to notify any person or organization of such revision. Any questions or comments about this publication should be addressed to ADP Lightspeed, at 5184 Wiley Post Way, Salt Lake City, Utah 84116, Attention: Documentation Department. email: [email protected] Copyright © 2010 ADP, Inc. All rights reserved. Lightspeed is a trademark of ADP, Inc.

Software

Lightspeed NXT, Lightspeed MARINE and Lightspeed RV are Dealer Management System or DMS programs. Each of these programs contains modules for managing your Parts, Service, Sales, and Rentals. They also include full Accounting capabilities.

Each of the modules within these programs is independent, yet fully integrated with all of the other modules. For example, the Parts and Sales modules each contain their own information databases and can be sold separately, but they share the same customer information and dealership defaults such as tax rates.

Adobe® and Acrobat Reader® are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. FicheFinder is a registered trademark of Snap-on Business Solutions, Inc. in the United States and/or other countries. Microsoft® Windows® and Internet Explorer® are either registered trademarks or trademarks of Microsoft in the United States and/or other countries.

User Manual Service Department

66647-03 © Dec. 2010 ADP, Inc. iii

Table of Contents

1 Introduction ......................................................................... 1-1

Overview ................................................................................................................. 1-1 How to use this manual .......................................................................................... 1-1

Using this manual .................................................................................................. 1-2 Navigation ............................................................................................................. 1-3

2 Service Department Overview ............................................ 2-1

Features .................................................................................................................. 2-1 Links to the Parts department ........................................................................... 2-2 Links to the Sales department .......................................................................... 2-2 Complete Service History Record ..................................................................... 2-3 Standard Job Definition .................................................................................... 2-3 Bulletins ............................................................................................................ 2-3 Warranty Claim Tracking .................................................................................. 2-3 Flexible Repair Orders ...................................................................................... 2-4 Repair Order Screen Layout ............................................................................. 2-5

3 Creating the Repair Order .................................................. 3-1

Quick-Steps: Create an Estimate or Repair Order ............................................... 3-1 Overview ................................................................................................................. 3-2

Six Steps to the Estimate / Repair Order Process ............................................. 3-2 Start the Estimate ................................................................................................... 3-3

Enter Customer and Unit Information .................................................................... 3-3 Enter Customer Information .............................................................................. 3-3 Enter Unit Information ....................................................................................... 3-4 Enter Information into the Customer Unit List .................................................... 3-6 Enter Customer and Unit Information from History ............................................ 3-7

Check Bulletins ....................................................................................................... 3-9 Bulletins ............................................................................................................ 3-9

Enter Jobs ............................................................................................................... 3-9 Define Jobs ........................................................................................................... 3-9

Warranty jobs ................................................................................................... 3-9 Check Standard Jobs .......................................................................................... 3-10 Create a job ........................................................................................................ 3-11

Start a New Job .............................................................................................. 3-11 Include Shop supplies and miscellaneous charges ......................................... 3-12

Add Parts to the Job ............................................................................................ 3-13 Lookup and request parts within the repair order ............................................ 3-13 Using Parts Lookup Functions ........................................................................ 3-13 Request parts at the parts counter .................................................................. 3-15

Add Labor to the Job ........................................................................................... 3-15 Define the labor items ..................................................................................... 3-15 Add the technician .......................................................................................... 3-15 Enter the labor charges .................................................................................. 3-15


iv © Dec. 2010 ADP, Inc. 66647-03

Labor Rates .................................................................................................... 3-15 Labor Charges ................................................................................................ 3-16 Flat Labor Price .............................................................................................. 3-16 Charge by hour ............................................................................................... 3-16 Charge by length ............................................................................................ 3-16 Use the Flat Rate lookup ................................................................................ 3-17 Include sublet labor ......................................................................................... 3-17

Repair Order Taxes ............................................................................................. 3-17 Create a Warranty Job ........................................................................................ 3-18

Manufacturer’s Warranty Job .......................................................................... 3-18 Switch jobs between warranty and non-warranty status .................................. 3-18 Aftermarket Warranty Job ............................................................................... 3-19

Review the Charges ............................................................................................ 3-20 Total Due ........................................................................................................ 3-20 Job Summary ................................................................................................. 3-20 Totals.............................................................................................................. 3-20

Discounts ............................................................................................................ 3-20 Adjust the parts price ...................................................................................... 3-20 Adjust the labor price ...................................................................................... 3-20 Customer Discounts for Parts and Service ..................................................... 3-20 Enter a total RO discount figure (User Defined) .............................................. 3-20

Print and Save the Estimate ................................................................................ 3-21 Convert the Estimate into a Repair Order ....................................................... 3-21

4 Working the Repair Order ................................................... 4-1

Technician Scheduling – Assign Technicians to Jobs ........................................ 4-1 Edit or Update Repair Orders................................................................................. 4-3

Sell requested Parts to an RO ............................................................................... 4-4 Sell parts to ROs with parts requests ................................................................ 4-4 Sell parts directly to an RO ............................................................................... 4-5

Remove Parts from Jobs ....................................................................................... 4-6 Delete requested parts ..................................................................................... 4-6 Return parts sold to the repair order ................................................................. 4-6 Delete sold parts ............................................................................................... 4-6 Delete a special ordered part ............................................................................ 4-7

Transfer Parts Between Jobs ................................................................................ 4-8 Transfer Parts ................................................................................................... 4-8

Processing Repair Orders that have Parts on Order............................................ 4-9 Sell received special ordered parts to the RO ....................................................... 4-9 Transfer special orders off RO ............................................................................ 4-10

Transfer Parts to a Customer Special Order ................................................... 4-10 Transfer Parts to a New Repair Order ............................................................. 4-10

Add, Change, or Delete Items in a repair order .................................................. 4-11 To add a unit: .................................................................................................. 4-11 To edit or update existing unit information: ..................................................... 4-11 To remove a unit: ............................................................................................ 4-11 To add a job to a unit: ..................................................................................... 4-11 To remove a job from a unit: ........................................................................... 4-12 To add parts, labor, or sublet labor to a job: .................................................... 4-12

Cancel an Estimate or Repair Order .................................................................... 4-13


66647-03 © Dec. 2010 ADP, Inc. v

Estimates: ....................................................................................................... 4-13 Repair Orders ................................................................................................. 4-13

Recover a Cancelled Repair Order...................................................................... 4-14 Close-out and Cashier Repair Orders ................................................................. 4-15

Prior to Close Out ................................................................................................ 4-15 Review the repair order .................................................................................. 4-15 Fill in the resolution and recommendations sections ....................................... 4-15 Enter Warranty Claim Information ................................................................... 4-15 Warranty Information Screens ........................................................................ 4-16 Warranty Claim Entry Detail ............................................................................ 4-17

Complete (Close Out) the Repair Order .............................................................. 4-19 Save Standard Jobs ....................................................................................... 4-19 Enter Actual Hours .......................................................................................... 4-19 Enter Sublet Labor Costs ................................................................................ 4-20

Close Out for Payroll (WIP) ................................................................................. 4-20 Make Changes to a Closed Out RO .................................................................... 4-21

Un-Close Labor Lines to Enable Changes. ..................................................... 4-21 Cashier Repair Order .......................................................................................... 4-22

Take the payment and cashier the repair order ............................................... 4-22 Take multiple methods of payment on an RO ................................................. 4-23

Comebacks and Service Write-offs ..................................................................... 4-23 Reverse a cashiered repair order ........................................................................ 4-24

5 Internal Repair Orders ........................................................ 5-1

Set up units in inventory for sale .......................................................................... 5-1 Prep a unit ............................................................................................................. 5-1

Create an RO for setup and Installation. ........................................................... 5-1

6 Process Warranty Claims ................................................... 6-1

Process Manufacturer’s Warranties ...................................................................... 6-1 Enter Warranty Claim Credits ................................................................................ 6-3

Process aftermarket warranties ............................................................................. 6-5 Set up an A/R account for the warranty provider ............................................... 6-5

Bill job on customer RO to provider account .......................................................... 6-6 Create a separate RO with provider as customer .................................................. 6-7

7 Service Setup & Maintenance ............................................ 7-1

Service Maintenance Tasks ................................................................................... 7-1 Set up Service Bulletins ........................................................................................ 7-1 Set Up and Maintain Standard Jobs ...................................................................... 7-3

Create or Update Standard Jobs ...................................................................... 7-3 Set Up Flat Rates .................................................................................................. 7-6 Reporting .............................................................................................................. 7-6

Scheduled Maintenance: Updating statistics .................................................... 7-7 Work with Sales to create Dealer Defined Options ................................................ 7-7

Service Setups ........................................................................................................ 7-8 Set Shop Rates ..................................................................................................... 7-8

Dealership default ............................................................................................. 7-8


vi © Dec. 2010 ADP, Inc. 66647-03

Technician Rates .............................................................................................. 7-8 Other System Setups ............................................................................................ 7-9

Set up Shop Supplies and Miscellaneous Charges ........................................... 7-9 Set up Invoice Messages .................................................................................. 7-9

Set Up Warranty Rates and Accounts ................................................................. 7-10 Parts Rates ..................................................................................................... 7-10 Labor Rates .................................................................................................... 7-10 About Warranty Claim Accounting .................................................................. 7-10

8 Appendix .............................................................................. 8-1

Repair Order Keyboard Shortcuts ......................................................................... 8-1 Overview of Warranty Accounting Transactions .................................................. 8-2 BMW Repair Order Export ...................................................................................... 8-3

Set Up the BMW Supplier Record ......................................................................... 8-3 Select a Directory Path in the Export Utility ........................................................... 8-3 To Use the BMW Export Utility: ............................................................................. 8-4

9 Index ..................................................................................... 9-1

User Manual Service Department Introduction

66647-03 © Dec. 2010 ADP, Inc. 1-1

1 Introduction

Overview This Dealer Management System has been designed as a fully integrated system with separate modules for Parts, Service, Sales, Rental, and Accounting departments. Administrative tools provide for security, reporting, and management of the system.

The system was built around the needs of dealerships and has evolved over the years to be more complete and to meet more diverse dealership needs. While all dealerships differ somewhat in the way that they operate and in their specific needs, there are some general principles of best practice. The system is designed to incorporate these principles while offering flexibility to the dealership.

This manual follows the form and function of the system. It serves primarily as a shop floor and departmental administrator’s manual. It is task oriented, which means that it is about using the system to perform the primary jobs needed to provide services to your customers. As such, it addresses only the Parts, Service, Sales, and some Administrative functions. Detailed information about Rental and Accounting (back office) functions is found in the online help.

How to use this manual

Uses A quick reference to learn how to perform specific tasks

An introduction to the system for new users

A reference guide for experienced users

A resource guide for exploring the Dealer Management system

Limitations This guide is not intended to be a comprehensive reference manual – See

online help

This manual supplements but does not replace training courses offered by ADP Lightspeed.


1-2 © Dec. 2010 ADP, Inc. 66647-03

Using this manual Tasks are explained in a “How To” procedural way.

Task Oriented: This is a task oriented manual. Explanations will be centered around tasks such as invoicing customers, writing repair orders, and so on. Each department has it’s own section with it’s own table of contents. Each topic or function is explained as it is encountered. For example, in the Service section when we talk about selecting a standard job for a unit on a repair order, we will also discuss saving and maintaining standard jobs.

Quick Steps List of steps: For many procedures there is a “Quick Step” guide at the beginning of the section. If all you need is the steps to complete the task this may be sufficient. If you need more information simply go to that section in the guide or online help.

If there are subtasks, you will see a page reference here. Supporting information will be indented.

Subtasks: Quite often there are subtasks that require their own section for a full explanation. These will be referenced in the left column so you can easily find them.

Topic detail: When a topic or function has been

introduced as part of a task, supporting information is provided at an indented level as you see in this paragraph. If you are just following the procedure and don’t want detailed information at the moment, you can skip the indented text.

Exercise

Some topics have exercises to help you to better understand and remember the information.

Exercises Exercises will be identified as such in the left column and listed with numbered steps as seen here. 1. If you choose to do an exercise, go to the program

area as specified in the exercise and use the Alt-Tab key combination to switch between the instructions and the exercise.

2. Follow the numbered steps as they appear in the exercise.


66647-03 © Dec. 2010 ADP, Inc. 1-3

Navigation

To help you find screens and functions the menu selections are shown as illustrated here. Following this menu tree takes you to the Service History listing:

Service

└─ Lists

└─ Service History

The top bold word is the menu bar selection, The word in the second line is the dropdown menu selection, followed by the popup list if any. The path listed above takes you to the selection as shown below.

User Manual Service Department Overview

66647-03 © Dec. 2010 ADP, Inc. 2-1

2 Service Department Overview

Features

The service department is fully integrated into the functions of your dealership. Controlled interactions between departments help you to run a tight operation.

Service Estimate,

Repair Order

Parts Department

Customer Units

Service Setups Standard Jobs Warranty Info

Flat Rates

Customer

Information

(Mail List)

Major Unit Inventory

Sales Department

Technician Files /

Rates

Service History


2-2 © Dec. 2010 ADP, Inc. 66647-03

Links to the Parts department

When you create a repair order you have several options for getting parts onto the jobs.

You can look up parts within the RO using the standard parts lookup functions, including the electronic parts catalog. The parts are listed in the RO as parts requests. When the parts department invoices to the RO the requested parts are automatically included.

You can assign standard jobs, which automatically include the parts requests along with labor lines showing description and hours.

You can have the parts department do the lookup and invoice directly to the repair order.

For internal jobs the Sales department can create service requests with parts included. You can assign the sales requests to the RO just like standard jobs.

Parts are always invoiced to the repair order through the parts department invoice. This maintains inventory control and ensures that all parts are accounted for when the RO is completed.

The parts department views the service department as a customer, with special functions for handling invoicing to jobs, managing special orders, and printing pick tickets directly from the repair order.

Working with the sales department, you can create dealer option packages that Sales can assign to a unit in a deal. The option includes the full job definition for the RO.

Links to the Sales department

The repair order has special functions for internal service.

A separate lookup function is provided to put units from the Sales inventory list on a repair order

There are selections to create jobs for setup or for installation of customer requested accessories.

The sales department can assign options or create service requests inside the sales deal that may include parts and labor lines to set up the job for service.

A service history record is automatically created for every unit sold on a sales deal.


66647-03 © Dec. 2010 ADP, Inc. 2-3

When the sales department sells a unit, a service customer unit record is automatically created as well.

Complete Service History Record

Each time you complete a repair order the entire RO becomes part of your service history.

Service history allows you to:

Create a new repair order with all of the customer and unit information filled in automatically.

Look up full detail on any completed services.

Create detailed service department reports using any of the information contained in repair orders.

Standard Job Definition

Standard jobs can be created by simply saving jobs to the standard job list from the repair order at close out. You can also use the Standard Jobs function to create new jobs and to edit or duplicate existing jobs.

Standard jobs that have been created on your system are entered into a repair order by simply selecting them from a list of jobs specific to the kind of unit on the RO.

Bulletins

You have the option to record a brief summary of bulletins that you receive. Each time you create an RO for which any bulletin applies, the summaries are available to view at the click of a button within the RO.

Warranty Claim Tracking

Whenever you include a warranty job on an RO, the parts and labor charges are automatically adjusted to the warranty rates. When you cashier the RO a warranty claim file is created to assist you in submitting and tracking the claims.


2-4 © Dec. 2010 ADP, Inc. 66647-03

Flexible Repair Orders

Marine dealers can list the boat and motors separately on the same RO. You can even do warranty jobs on the boat and motor and handle them separately.

Multiple Units, Multiple Jobs

You can put multiple units on one repair order. Under each unit you can assign multiple jobs, and on each job you can put multiple labor and sublet labor lines. You can even put warranty and non-warranty jobs on the same repair order.

Repair Order

Customer Information Units Payments Totals

Unit 1

Unit Information

Unit 2

Unit Information

Job 1

Description Parts Labor Sublet Labor Shop Supplies,

Misc. Charges Warranty Info Resolution Recommendations

Job 2



Job 3

Description Parts Labor Sublet Labor Shop Supplies, Misc.

Charges Warranty Info Resolution Recommendations

Job 4




66647-03 © Dec. 2010 ADP, Inc. 2-5

Repair Order Screen Layout

The repair order screen below shows a multiple-unit repair order. It has a boat and an engine with one job on the boat and two jobs on the engine.

Clicking on the “Tree list” on the left accesses the functions in the RO. The job “Repair Oil Leak” is currently selected so job information is shown in the work area at the right.

The work area displays different screens as you click on the tabs at the top. The “Job General” tab is the current selection. Clicking on the Parts, Labor, or Sublet tabs activates those screens.

User Manual Service Department Creating the Repair Order

66647-03 © Dec. 2010 ADP, Inc. 3-1

3 Creating the Repair Order

Quick-Steps: Create an Estimate or Repair Order Since estimates and repair orders are virtually identical and all that is required to turn an estimate into a repair order is a button click, starting with an estimate makes good sense. The only difference is that you can’t take deposits or invoice the parts to an estimate. To create an estimate:

1. To bring up the estimates and repair orders list click on the Repair Order icon at the top of the screen or make the selections directly from the Service menu.

2. To start a new estimate from the repair orders list click on the New Estimate button at the top of the repair order screen.

3. To enter the customer information click in the Sold To area to open the customer list. Select an existing customer or enter a new one on the customer list.

4. To enter unit information click on Units in the tree list at the left.

Click the New Unit button at the bottom of the screen.

Click on the Select Unit button on the upper right side of the screen.

Use the search function to locate the customer’s unit. If it is not already in the list click on the New button at the bottom of the lookup window and enter the customer and unit information. Click OK when you have finished your entries. This saves the customer and unit information to the lookup list.

Click OK again to load the selected unit into the repair order. This returns you to the repair order with the selected unit displayed.

5. To add a job to the unit click on the New Job button on the lower right.

Enter a title for the job and add a description including customer complaint if needed.

Click on the Parts, Labor, and Sublet labor tabs and enter information as needed.

Note that parts can also be invoiced directly to an RO (but not to an estimate) through Parts invoicing. For more information on requesting parts see page 3-13.

6. Add more units or jobs as needed. To add another job to the same unit, click on the unit in the tree list and repeat step 5.

7. To print the estimate click the Print button at the top of the estimate screen.

8. If the customer approves and signs the estimate, click the Make RO button to convert the estimate into a repair order.


3-2 © Dec. 2010 ADP, Inc. 66647-03

Overview Each of these steps is discussed in detail in the following pages.

Six Steps to the Estimate / Repair Order Process

There is no defined order or steps you must follow, but most of the following must be done to complete the repair order. For the purposes of this manual, we will describe steps following the general layout of the program. 1. Enter existing customer and unit information

- Or - Enter new customer and unit information

2. Check for bulletins

3. Enter job information Identify needed jobs Identify warranty jobs Check standard jobs Create jobs as needed Request parts for each job Enter labor information for each job

(Parts department sells parts to the repair order) 4. Complete each job

Assign technicians Add or remove jobs, parts, or labor as needed Enter shop supplies and charges Enter notes and recommendations Fill in warranty information

5. Close out the repair order

Go into each job and enter the actual hours the technician worked and any sublet labor cost.

6. Cashier the repair order


66647-03 © Dec. 2010 ADP, Inc. 3-3

Start the Estimate

It is common practice to start with an estimate before committing to the repair order. The estimate and RO are identical and have all the same features with the following exceptions:

An estimate can have a different message printed at the bottom. This allows you to state your policy on estimates separately from the disclosure statements you need to include on the repair order.

You cannot invoice parts to an estimate. Both the estimate and RO allow you to list parts and show totals, but the Parts department cannot invoice parts to the estimate.

You cannot take deposits on an estimate. You can start with a paper form and transfer information to the system after the walkaround, but some dealers prefer to create the estimate on the system.

Since most service customers are return customers complete information is available. This saves you write-up time because you can bring in the complete customer and unit information with a few key strokes.

To create an estimate, go to: Service – New Estimate

- Or - Click on the REPAIR ORDER BUTTON.

Click on the NEW ESTIMATE button.

Enter Customer and Unit Information

Enter Customer Information

For existing customers, you can simplify the information gathering process. You can look up customer and unit information separately, or bring it all in at once from the


3-4 © Dec. 2010 ADP, Inc. 66647-03

History record. (see pg. 3-7). 1. To select the customer from the customer list, click in

the Sold To area at the top of the estimate.

2. On the customer list, select the customer or click on the NEW button to add new customer information. If you are adding a new customer, complete the information and click OK in the customer dialog box.

3. Click OK at the bottom of the customer list to add the customer to the RO.

Hint: Customer and unit information can be entered together using history. This is useful to marine dealers who may have several units on a single repair order. See “Enter Customer and Unit Information from History” on page 3-7 below.

Enter Unit Information

The system includes a customer unit file. Each time a customer brings a unit in for repair you check this file and select the unit if it has been entered before, or add the new unit to the record.

A second option for return customers is to transfer unit information directly from a previous repair order in the History record. The history option is discussed in the next section.

To select a unit:

1. From within the repair order, click on Units in the tree list on the left.

Unit list in RO

2. Click on the Add Unit button at the right to open the customer unit list.

Alternately, the MU Inventory button allows you to select a unit from inventory for an internal repair order.

3. If the customer has been in before and their unit is on the customer uni list, highlight the unit and click OK to put it on the repair order. If the unit is not on the list go to step 5.

4. After selecting a unit you are returned to the repair

Click “Units” Then click “Add Unit”


66647-03 © Dec. 2010 ADP, Inc. 3-5

order with the unit listed. You should now check for service bulletins for this unit. (Go to page 3-9.)

5. If the unit is not on the list, click on the NEW button and add the record. Be sure to start by entering the customer name at the top of the unit record. (See Customer Unit List below).


3-6 © Dec. 2010 ADP, Inc. 66647-03

Note: Be sure to always include the owner with the unit information. Note: If you need to create a new make there are additional setups in the make file that an administrator must complete.

Enter Information into the Customer Unit List

The Customer Unit list can be accessed in two ways: From within the repair order as described above, or from the System menu by choosing Lists – Customer Units.

Always check the list first to make sure the unit has not already been entered.

Customer Button: Click on the Customer button to select the owner of the unit from the customer list. Add new customer information if necessary.

Year: Enter the four-digit year.

Make: Type the make or select it from the drop-down list. Note that when selecting the make there is an option to add a new make. Always check to be certain that the make doesn’t already exist before adding a new one. Bear in mind that there are other system setups that must be completed by an administrator when a new make is added.

The Make setup is an accounting function, which involves assigning sales categories and warranty account information. The warranty labor rate is also defined in the Make file.

Model: Enter the model designation for the unit. Keep in mind that the model is your link to bulletins and standard jobs, so be sure that it is entered consistently. All characters count, including spaces. A GL1500I is not the same as a GL1500 I. The model number rather than the model name should always be used.

Class: Type or select the class code. All class codes used in the dealership should have been pre-defined. You should not need to create new class codes. If new class codes are needed, that should be an administrative function coordinated with the Sales department.

Class codes are single-character codes that are defined on the Unit Class List. They are used when creating major Unit Categories and when entering a unit description anywhere in the system.

The class codes are specific to the type of dealership – you can have them customized to your dealership but once defined, they must be used consistently. Examples might include:

M = Motorcycle A = ATV

B = Boat O = Outboard

S = Snowmobile T = Trailer

I = Inboard W = Watercraft


66647-03 © Dec. 2010 ADP, Inc. 3-7

Boats require multiple major unit entries because the hull, motors, and trailer may each have different manufacturers, unique serial numbers, and are separate major units. Boat dealers can also record transom, lower unit, and outdrive numbers with the engines.

VIN /Hull / Serial number: For on-road vehicles this will always be the VIN number. For boats and other units this would be the hull number or primary serial number.

Note that boats require multiple entries. When entering the hull, the hull number is used here. When entering an engine, the engine serial number goes in this field. A complete entry for a boat would include at least three separate units: hull, engine, and trailer.

It is important to enter the separate units for warranty purposes and because service history can then be tracked by unit even if they are separated or sold to a different owner.

Second, third, fourth numbers: These optional fields are used for additional serial numbers. For motorcycles these are generally not used. There is a separate engine number field listed after these fields. For boat motors these fields can be used to record the transom, lower unit, and outdrive numbers. Choose an order of entry and use it consistently.

Enter Customer and Unit Information from

History

The History file allows you to review and reprint cashiered repair orders. It also allows you to pull information into a new estimate or repair order for the customer to save entry time.

The ability to pull unit information into the repair order from history is useful to marine dealers because there are generally several units on the repair order.

The downside is that the unit information pulled is historical. It is the information that was current at the time the repair order in History was completed. Any recent updates to the customer unit file are not included. If you create complete, accurate records each time you record a unit in the customer file, this should not be a problem.


3-8 © Dec. 2010 ADP, Inc. 66647-03

To locate a previous repair order in the History list:

Select the HISTORY button at the top of the repair order to display a list of previously cashiered repair orders. From this list you can review and print previous repair orders or import information into the current repair order.

Click on the Search / Sort By drop-down arrow and select your search method. You can search by: - Customer Name - RO Number - Stock Number (for internal units) - Boat Name - Plate Number - VIN or Hull Number

Type the name or other selected search criteria in the Quick Search field to locate the RO.

Hint: You can look up the complete history of any unit using the search by VIN number option. This is true even if it has had multiple owners.

To review the detail of a previous repair order:

1. Double-click or highlight the desired RO and click the View button. This will display the selected history record in standard RO format.

2. Click on each of the units in the displayed RO to review job information, parts detail, labor detail etc.

3. Click OK when you have finished to return to the History lookup list.

4. From the list you can look up or import information from another history record. To leave the history list and return to the current estimate or RO, click Cancel.

To import customer and/or unit information into an estimate or repair order:

1. Select a search option as described above and enter the search criteria.

2. Highlight but do not double-click on the desired record. (Double-clicking opens the history record.)

3. Select the Load to Repair Order option. If you want to load both customer and unit information from the selected repair order, place a check on Customer Information and Unit Information in the Load to Repair Order box in the upper right corner.


66647-03 © Dec. 2010 ADP, Inc. 3-9

4. Click OK to return to the estimate or repair order with the selected information.

5. Click on the unit in the tree list of the RO and check the information for completeness and accuracy.

Check Bulletins For information on entering service bulletins you receive into your system, see page 7-1

Bulletins

Service bulletins are keyed off of the Year, Make, Model, and Serial or VIN number of a unit. If there is a bulletin that applies to a unit you have entered into the estimate the Bulletin button will be available.

Check bulletins, if available, by clicking the BULLETINS button at the top of the RO screen.

(If the BULLETINS button is dimmed, there are no matching Service Bulletins for this unit.)

1. If more than one bulletin is listed select the one you want to view from the list. The summary is shown in the lower section of the bulletin screen.

2. When you have finished reviewing the bulletins, click OK to return to the repair order.

Enter Jobs Warranty jobs are always entered as separate jobs.

Define Jobs

Is the job warranty?

Is it already, or should it be defined as a standard job?

Do you want to detail and price the job separately?

These are all considerations when defining jobs. You can group jobs any way that makes sense for you. One job with several labor lines may be best for some situations while itemizing each service as a separate job might be best in another. However, consider the following:

Warranty jobs

Warranty jobs must be defined separately from non-warranty jobs (both can be on the same RO).

Defining jobs separately makes it much easier to change the status if you find that a job you are doing should be covered by warranty.

When you create a warranty job the parts and labor are automatically priced at the warranty rates you have established for the manufacturer.

A warranty claim record is automatically created


3-10 © Dec. 2010 ADP, Inc. 66647-03

by the system to track submission and payment of the claim.

The cost of warranty jobs is deducted from the customer pay amount for the repair order.

Standard Jobs

If a job you define on the repair order is repetitive work you can save it at close out as a standard job.

Check Standard Jobs Note: You can select additional standard jobs on the same RO at any time.

Standard jobs are jobs that you regularly perform on certain units. You can create standard jobs by simply saving a job on an RO as a standard job during close out. The job is then available any time you work on a unit of that year, make, and model again. (See page 7-3.) 1. Check for standard jobs by clicking the Std Jobs button

on the right side of the screen.

(If the Std Jobs button is dimmed, there are no matching standard jobs for this unit.)

2. Double-click each job you wish to select. A yellow check mark is placed by each selected job.

3. Click OK to bring all of the selected jobs into the repair order.

4. You can add to or change any of the information in the job after it is loaded into the repair order.


66647-03 © Dec. 2010 ADP, Inc. 3-11

Create a job Note: The manual follows the order in which items are displayed in the system. In practice the job information can be entered and updated in any order at any time.

Start a New Job

Jobs are always applied to units. This enables tracking service history by unit, even if the owner changes.

1. In the RO, highlight the unit to which you want to apply the job. If you have more than one unit on the RO, be sure to select the unit for which the job applies.

2. Click on the New Job button on the right side of the screen to bring up a blank job form.

The form is displayed with the Job General screen active. Note that there are also tabs to access screens for entering parts, labor, and sublet labor.

The unit information is shown at the top along with a check box to indicate whether the job is warranty.

3. Enter a brief title that identifies the job. (The detail


3-12 © Dec. 2010 ADP, Inc. 66647-03

Tax note: You can right-click any part, labor, sublet, or miscellaneous charge line to change the tax category for the line item. Note – You can charge shop supplies and other miscellaneous charges to each individual job or across the entire RO. You can set up user-defined lines in the RO for additional charges that apply in your dealership.

goes in the Job Description.)

4. Enter the job description. This should include the customer complaint and any detail the technician will need to diagnose or complete the job.

5. The Resolutions and Recommendations section is filled out when the work is completed.

6. Check shop supplies and miscellaneous charges.

7. If needed, you can change the tax category for the job. This might apply for an aftermarket warranty job for example.

Include Shop supplies and miscellaneous charges

Shop supplies and miscellaneous charges can be applied once for the total RO or entered separately for each job. Choose one method or the other. If you try to make entries in both places, the last entry you make is kept and the other is zeroed out.

You can apply shop supplies and miscellaneous charges to each job using the shop supplies entries found on the job screens.

You can also choose to apply shop supplies just once for the whole RO using the entries on the initial Repair Order screen displayed when you open the RO (the Repair Order # selection on the tree list).

The Miscellaneous Charges section includes shop supplies and four user defined lines you can use for any other charges that might be used in your dealership.

Each of these lines can be pre-set to automatically calculate a charge based on a percentage of the labor amount. For shop supplies and user defined setup information see page 7-9.

To override the Auto Calc amount and type in a figure, click the check box to remove the check. This activates the field for manual entry.


66647-03 © Dec. 2010 ADP, Inc. 3-13

Add Parts to the Job Note: For each parts line, you can apply a discount or tax override. These options are found using the dropdown menu from the Parts button above the parts list.

The same lookup functions the parts department uses are also found within the repair order. Service personnel can lookup and request parts in the RO or have the parts department do the lookup at invoicing.

Lookup and request parts within the repair order

1. Highlight the job for which you want to request parts.

2. Click on the Parts tab at the top of the job information.

3. Enter parts by typing the part number or using the lookup functions. To add a new part line highlight the bottom line and press the down-arrow key.

Look up parts using part number Look up part using partial part number Look up part using description Lookup by secondary part number or supplier Note: You can also use the electronic parts catalog (EPC) lookup to find parts.

The icon above the parts lines opens the EPC.

Using Parts Lookup Functions

From the part line you can access the Locate Part lookup in several ways.

1. Double-click in the empty part number field.

2. Type the first few characters of the part number and press Tab. If you have not typed a complete part number this brings you into the lookup starting at the position you entered. For example, typing NGK would bring up the list starting at the first NGK number.

3. Type the first word of the description followed by an equal sign ( = ) to go directly to an alphabetized list by description i.e. SOL= to find SOLENOID.

From the lookup screen you have several ways to sort the list and search for a part.

Select Search/Sort by and go down and select Description

In the Quick Search field start typing what you want to find.


3-14 © Dec. 2010 ADP, Inc. 66647-03

Search price books or inventory independently

When you access the Locate Part dialog box the Look In Parts Inventory selection is active by default.

If you want to search in price books you must click on the Price Books option under “Look In” at the top of the dialog box.

Enter a Miscellaneous part

You can use miscellaneous parts to sell non-inventoried items such as used parts.

To enter a miscellaneous part: click on the Misc. Part button above the parts lines.

This brings up the Miscellaneous Part entry box.

Fill in the description, select a category, enter the price, and specify the quantity. Then click OK.


66647-03 © Dec. 2010 ADP, Inc. 3-15

Remember: The parts department can invoice to a repair order, but not to an estimate.

Request parts at the parts counter

If you prefer to have the parts person do the lookup be sure to specify which jobs the parts are for. Any parts that do not come into the parts invoice through the service requests within the RO are assigned to jobs by the parts person during invoicing.

For more information on invoicing parts to service see the parts manual or the brief description on page 4-4 of this manual.

Add Labor to the Job Note – If you have different shop rate schedules you can set up each technician with multiple charge rates. For warranty rate setup see page 7-10. Note that if you use multiple tech assignments you will have multiple technician reports for each person as well.

Define the labor items

How many labor lines do you need?

You can use additional labor lines to assign multiple technicians or to use different rates for different labor operations.

You can use labor lines to specify several different tasks without creating multiple jobs on the system.

Add the technician

Click in the Technician box and select the technician. All of the technicians you have set up on the system are on the drop down selection list. Hint – You can type the first letter of the technician’s name to go directly to a listing.

Enter the labor charges

Labor charges are based on the type of charge, the quantity (in hours or by length), and the rate.

Labor Rates

The rate charged can be determined by four factors:

Warranty jobs are charged at the warranty hourly rate set up for the manufacturer in the Make file.

The default rate for the dealership is set up in System Preferences. The default rate applies to all non-warranty jobs.

Customers can have labor discounts set up in the customer file.

Each technician can have a charge rate defined that overrides the default rate. In addition, you can set up multiple references to each technician with different charge rates.


3-16 © Dec. 2010 ADP, Inc. 66647-03

For example, Joe could be on the system three ways: once as Joe ATV billed at $45 an hour and again as Joe MC billed at $50 an hour. Just plain Joe would have no override rate and be billed out at the current default shop rate.

Labor Charges

Flat Labor Price

You can enter an exact dollar amount to charge by clicking on the Flat Labor Price button at the top of the labor list. When you enter the dollar amount, the equivalent hour figure is calculated and placed on the labor line as well.

Charge by hour

The system default is to charge by the hour. You enter the number of hours in the Qty field (decimal entries for partial hours). The number of hours is multiplied by the Rate to determine the Line Total.

Charge by length

Charge by length is an option for Marine and RV dealers to apply charges based on the length of the unit.

To charge by length:

1. Highlight the “Charge By” field in the labor line

2. Press the space bar or click again to show the drop down selection list.

3. Select Length from the list.

When you select length the rate is automatically changed to your length rate and the Quantity is automatically entered from the unit information.


66647-03 © Dec. 2010 ADP, Inc. 3-17

Hint: If you know the flat rate code you can simply type it directly into the Job Code field on the labor line. .

See page 7-6 for information on entering flat rates.

Use the Flat Rate lookup

To use the flat rates tables:

1. Click on the Flat Rates button at the top of the labor lines screen.

2. Select the group (type of repair) from the list on the left side of the screen.

3. Select the labor description on the right side of the screen. Note that each flat rate line may include a detailed description of the labor involved at the bottom of the flat rate window.

4. Click OK to include the selected labor line on the RO.

5. Repeat the process to add any additional flat rate lines.

Note: You can enter sublet labor on an existing job with shop labor, or you can create a job just for the sublet if you prefer.

Include sublet labor

Sublet labor is any work that you have done for the unit by an outside vendor.

To enter sublet labor:

1. Select the sublet labor tab in the job.

2. Enter the contractor name if desired. (Some

dealers prefer to not enter the name because it prints out on the repair order.)

3. Enter the description of the sublet labor to be performed.

4. Enter the price that you will charge the customer for the sublet work. Your actual cost will be entered during close out.

5. When the work has been completed and you are billed for it, enter the invoice number and date from the sublet vendor.

Repair Order Taxes The repair order includes two tax category override options:

Job: On the Job General screen you can select a tax category override that applies to the entire job. This override takes precedence over any customer tax type overrides that may have applied.


3-18 © Dec. 2010 ADP, Inc. 66647-03

Line Item: On the Parts tab, you can use the Tax Category Override option found on the Parts button menu to change the tax category for individual line items. On any part, labor, sublet labor, or miscellaneous charge line you can right-click to access the Tax Category Override option and select a new tax category for that item.

Create a Warranty Job Note: You can easily change a job from warranty to non-warranty.

Manufacturer’s Warranty Job

When you specify a job as warranty within the repair order, it is handled as a manufacturer’s warranty. The manufacturer allowed parts markup and labor rates are automatically applied to any parts and labor included on the job.

For information on setting up warranty rates see page 7-10. See pages 4-15 and 6-1 for more information on entering claim information and processing warranty claims.

To create a job for manufacturer’s warranty:

1. Create the job as you normally would a non-warranty job.

2. Click the Warranty Job checkbox at the top of the Job General screen. This makes the job a warranty job and adds two warranty tabs for additional warranty information.

3. Click on each of the warranty tabs and add any information as needed. The only entry required to allow close out is the warranty claim number. See Enter Warranty Claim Information on page 4-15.

Switch jobs between warranty and non-warranty status

You can create a job with all of the parts requests and labor lines in place before you make the warranty or non-warranty decision.


66647-03 © Dec. 2010 ADP, Inc. 3-19

Note: You must be sure to process payment of aftermarket warranties on a customer RO before the repair order is cashiered. Note: These jobs are billed at retail and taxed the same as retail jobs. If these conditions are not appropriate for your after market warranty situation there are some steps you can take:

You can create technicians with warranty service rates

You can set the warranty company up as a customer with the proper discounts and tax status and then use the company rather than the owner as the “customer” on the RO.

Aftermarket Warranty Job

Processing aftermarket warranty claims is a largely manual process. You have to identify the jobs on the repair order and bill them to the warranty company account as a deposit on the RO prior to close out. In some cases you may prefer to put them on a separate RO. See page 6-5 for more information on processing aftermarket warranties.

To create the aftermarket warranty job:

1. Each job must be entered separately from other work on the repair order. You must identify jobs that are covered by an extended warranty before creating the jobs on the repair order.

2. In the title of the job include the word Warranty so it can be easily recognized when processing the RO for close out. It is also convenient to identify the warranty company in the job description if known.

3. Do not select the Warranty check box. The Warranty check box is used only for manufacturer’s warranty and would apply those parts and labor rates to the job. Extended warranties usually pay retail.

4. When the work is complete, use the Job Summary screen to determine the amount and then take a deposit on the RO to the warranty company A/R account to pay for the job.


3-20 © Dec. 2010 ADP, Inc. 66647-03

Review the Charges Total Due

The information at the top of the screen shows the total charges and the total due. The total due will differ from the total if there are warranty jobs or if deposits have been taken in a repair order.

Job Summary

To show details listed by job, click on the Job Summary line in the tree list.

Jobs are listed showing whether they are warranty or non-warranty.

Totals are shown for parts, labor, sublets, and miscellaneous charges (shop supplies) per job.

Job totals are shown in the last column on the right.

If you apply miscellaneous charges to the total RO rather than by the job, they are listed below along with the tax.

Totals

To show totals for the RO click on Totals in the tree list.

Discounts Hint: To show a labor adjustment you can enter a separate labor discount line with a negative amount.

Pricing is controlled by your internal setups. You can change pricing in several ways:

Adjust the parts price

In the RO parts list highlight the part and press CTRL-D or, click on the Parts button or right click to select the Discount Line Item menu option. Enter the discount dollar amount or percent and click OK.

Adjust the labor price

You can adjust the labor price using the Flat Labor Price button. This simply shows as the labor charge, not as a reduction from the original price unless you enter it on a separate line with a negative amount.

Customer Discounts for Parts and Service

Discount customers are set up in the administrator’s customer list access to automatically apply their discounts for both parts and labor if so defined. Placing the customer on the repair order applies the discounts.

Enter a total RO discount figure (User Defined)

If you want to be able to show an amount by which the repair order was discounted, you can use one of the user-defined lines in the “Other Charges” section. Simply label


66647-03 © Dec. 2010 ADP, Inc. 3-21

it Discount Amount and enter the negative dollar amount of the discount in the repair order. For more information on setting up user-defined charges see page 7-9.

Print and Save the Estimate Your estimate message should include a customer signature line. See page 7-9 for information on entering or changing your RO and estimate messages.

When you start with an estimate, you can print it to get the customer’s signature with the estimate disclaimer message.

1. Print the estimate by clicking on the PRINT button at the top of the screen.

2. To save the estimate, click the Save button at the bottom of the screen.

3. If you want to retain the estimate rather than convert it into a repair order at this time, click the Close button in the upper right corner.

If the customer has approved the work, make the estimate into a repair order. The estimate must be converted into a repair order before you can sell parts or take deposits.

Convert the Estimate into a Repair Order

To convert the estimate into a repair order, simply click the Make R.O. button at the top of the estimate.

Note that estimates can be deleted from your system. Repair orders cannot. A repair order can however be canceled (see pg. 4-13).

User Manual Service Department Working the Repair Order

66647-03 © Dec. 2010 ADP, Inc. 4-1

4 Working the Repair Order

Technician Scheduling – Assign Technicians to Jobs Lightspeed helps you manage the scheduling of your technicians to ensure all jobs on your repair orders are assigned and completed according to priority.

Note: At this time the technician scheduling function does not interact with the repair order. Technicians assigned on the repair order do not automatically display here, and making an assignment here does not put the technician on the repair order. It is a separate listing function that allows you to manually list the technicians you have assigned on the repair orders and print a schedule. Schedule technicians Assign available hours to each of your technicians.

You need to do this step only once when the technician is first hired or when the technician’s available hours change (for example, the technician changes from a part-time to full-time schedule).

To assign available hours to technicians:

1. Go to the Service – Lists – Technicians menu to display the Technician Scheduling window.

2. In the Hours Available for Scheduling field enter or edit the number of available (working) hours for the technician. You can choose the time period to use (day 8 hrs, week 40 hrs for example), but be consistent in setting up hours for all techs within the same period. Make changes as necessary.

3. Click Save to save your changes. Assign Jobs to Technicians

To assign jobs to technicians:

1. On the Service menu, click Technician Scheduling to display the Technician Scheduling window.

2. If you want to display all jobs, including those you’ve already assigned to a technician, select the Show all Incomplete Repair Orders checkbox. Otherwise, deselect this checkbox to display only those jobs that you haven’t assigned to a technician.

3. Under Current Jobs, select the job you want to assign.

4. In the Technician Assigned dropdown list, select the technician you want to assign to the job you selected above.


4-2 © Dec. 2010 ADP, Inc. 66647-03

5. In the Hours Assigned field, type the number of hours to schedule the technician to work on the job.

6. In the Notes field, type any notes about the assignment. These notes are printed on the schedule you print for the technician.

7. Click Save to save your changes Prioritize and Print the Schedule

To prioritize and print the technician schedule: 1. On the Service menu, click Technician

Scheduling to display the Technician Scheduling window.

2. Click the Prioritize button. 3. On the Prioritize screen, select the technician.

This displays the jobs assigned to the selected tech.

4. Click-and-drag to move the jobs into different positions on the list, with the top priority jobs at the top.

5. When the jobs are properly organized, print the schedule.


66647-03 © Dec. 2010 ADP, Inc. 4-3

Edit or Update Repair Orders Recall an Estimate or repair order

To recall a saved estimate or repair order, go to:

Service └─ Open Estimates and Repair Orders

- Or -

Click on the Repair Order icon at the top of the screen.

1. Select a search option in the Search / Sort By field. You can look up the repair order by any of the following:

Customer Name

RO Number

VIN / Hull / Serial Number

Unit Name

Stock Number

Plate or registration number

2nd Serial Number

2. Type the search item (name, VIN, etc.) in the Quick Search field on the left.

3. You can also filter the displayed list by selecting or deselecting the check boxes to show only estimates, repair orders, or canceled repair orders.

4. When you have located the repair order or estimate, highlight it and click on the Access button, or double-click directly on the listing you want to display. You can then add notes or make changes as needed.


4-4 © Dec. 2010 ADP, Inc. 66647-03

Sell requested Parts to an RO

Parts requested by the Service department on an RO are automatically placed on an invoice in the Parts department. You must however notify the parts department that you need to have the parts invoiced.

One way to automate this notification is to print a pick ticket at the parts counter after you have completed entering your parts requests.

To print a pick ticket:

1. Go to the parts tab on a job.

2. Click the Pick Ticket button above the parts list. Note that the pick ticket prints only the parts for the job from which it was printed. It is generally not necessary to print pick tickets for other jobs because they will all show up on the Parts invoice for the RO anyway.

Sell parts to ROs with parts requests

Invoicing the parts is a parts department function. The process for selling parts to service is described here for the benefit of those dealerships where the service personnel serve a dual role.

To sell parts to a repair order:

1. Click the Parts Invoice icon at the top of the screen to start a new parts invoice.

2. Click on the Customers button on the invoice button bar.

3. Choose “Parts to Service” from the drop-down menu.

4. Select the repair order from the list. Note that you can search for the RO by customer name, RO number, VIN, etc. using the Search / Sort By options. Click OK to open an invoice for the selected RO.

If the parts have been requested in the repair order they are automatically entered on the parts invoice and are already assigned to the correct jobs.

5. Add parts to the invoice if needed. If there is more than one job on the RO, each time you add a part


66647-03 © Dec. 2010 ADP, Inc. 4-5

you are prompted to select the job it is assigned to. Make sure to select the correct jobs.

6. Pull the parts and verify availability. Make sure each part is properly listed as sold now or special ordered.

7. When all the parts are listed, cashier and print the invoice. (You don’t need to select a method of payment or enter any amounts on an internal invoice.)

8. Deliver the parts to the Service technicians.

Sell parts directly to an RO

Parts can be sold directly to an RO from the parts department invoice without first entering the parts in the RO as requests.

When requesting parts directly from the parts department:

Be ready to give the parts person one of the following references to look up the repair order: customer name, RO number, stock number (for an internal unit), plate number, or VIN/HULL number. The parts department sells directly to the repair order and must have a way to look it up.

If there is more than one job listed on the repair order be sure to let the parts person know which job each part is for. The parts person must assign the parts to jobs as they are added to the invoice.


4-6 © Dec. 2010 ADP, Inc. 66647-03

Remove Parts from Jobs

Delete requested parts

To delete a requested part that has not been invoiced:

1. In the repair order, select the job from which you want to delete parts.

2. Click on the Parts tab to display the parts list.

3. Highlight the part you want to delete and press CTRL-DEL, or click on the Parts button at the top of the parts list and select the Delete Line Item option.

Return parts sold to the repair order

In order to make the Taken quantity zero to allow the line to be deleted, you must enter a negative request in the same line on which the part is currently listed. Otherwise you get a line for the part and a separate line for the return.

To return parts sold to a repair order:

1. Open the repair order and select the job from which you want to return parts.

2. Click on the Parts tab to display the parts list.

3. Highlight a part that you want to return.

4. Enter a negative number in the Req column for the quantity to return. You can do partial returns or return the full quantity taken. The line cannot be deleted from the repair order if any quantity remains.

5. Repeat the steps above to enter negative requests for all parts on the repair order that are to be returned.

6. Close the repair order screen. (The parts department cannot invoice to the repair order while it is open.)

7. Take the parts to the Parts department and cashier the invoice for the repair order. (See page 4-4.)

Delete sold parts

After parts have been sold to the repair order they must be returned before the line can be deleted.

Return and delete parts as described above.


66647-03 © Dec. 2010 ADP, Inc. 4-7

Note: You can also transfer special orders off of the repair order into a new repair order or to a customer pickup special order. This is done using the Transfer function described below.

Delete a special ordered part

Delete the special ordered items only if they are not to be used at all. If the customer wants the special ordered parts to pick up or be installed when they come in, use the Transfer function described in the next section.

If you need to delete the special ordered parts:

The parts department refunds the special ordered part.

The service department deletes the line from the repair order.

To delete special ordered parts:

Parts Department

1. On a new invoice click the Special Order button.

2. Select the Refund Special Order Layaway Parts option.

3. Locate and select the RO. In the lookup dialog click the “Contains” button. Then in the Search field enter the RO number or customer name.

4. In the refund screen that is displayed enter the quantity to be refunded (returned) for each of the special ordered parts listed. You can click the Refund All button if all special orders listed are to be returned.

5. Click OK when you have finished entering quantities. This returns you to the parts invoice with the refund items listed.

6. Cashier the parts invoice. This zeroes out the quantities in the repair order so the line can be deleted.

7. Return to the repair order and delete the part line as you would any parts request line (see above).


4-8 © Dec. 2010 ADP, Inc. 66647-03

Transfer Parts Between Jobs

Select the job

Select the part

Click Transfer Part

Transfer Parts

There is a Part Transfer button on the parts tab screen within the job on the RO. This button displays a screen that allows you to transfer a part to a different job.

To do a part transfer:

1. In the repair order, go to the parts list of the job you want to transfer parts from.

2. Click the Part Transfer button.

3. Select the job to transfer to – On the To Job side of the screen, click the drop-down arrow above the part list to select the job to transfer parts to.

4. Transfer the part – On the From Job side, highlight a part to transfer. (The arrow ► indicates the selected part.) Then click the Transfer Part button between the panels to transfer the part.

5. Repeat the highlight and transfer process for each part you want to move.

6. When you have finished transferring parts, click OK to close the transfer screen.


66647-03 © Dec. 2010 ADP, Inc. 4-9

Processing Repair Orders that have Parts on Order

Options Sell special ordered parts to the RO after they are received

Transfer the special ordered parts to a customer special order for customer installation

Transfer the special ordered parts to a new repair order to be completed later

Sell received special ordered parts to the RO

Generally, when parts are ordered the unit is held until they arrive and the service is completed. When the parts come in they are sold to the RO just as any other special ordered parts are sold to a customer.

Sell received special ordered parts to the repair order

This is a Parts department function. They will:

1. Start a new Parts invoice

2. Click on the Special Order button.

3. Select Pick Up Special Order/Layaway Parts.

4. Locate the repair order. In the lookup dialog click the “Contains” button. Then in the Search field enter the RO number or customer name.

5. Mark the order as picked up and complete the invoice

After invoicing the part is listed in the repair order as Taken.


4-10 © Dec. 2010 ADP, Inc. 66647-03

Transfer special orders off RO

If a special order part is holding up completion of a repair order you can transfer it off of the RO. This allows you to complete the repair order (if the part is not vital) and get the customer on their way.

If the parts can be installed by the customer, the customer can pick up the unit now and get the parts when the special order comes in.

If the dealership needs to install the ordered part, you can automatically transfer it to a new repair order. The customer can then return the unit for installation after the part arrives.

.

Transfer the special ordered parts from the repair order.

1. Open the RO and go to the Parts Tab

2. Highlight the special ordered part to transfer.

3. Click the SO Transfer button.

4. Select a Transfer Method

Transfer Parts to a Customer Special Order

If the special ordered part does not require installation by the dealership it can be transferred to a regular customer pick up special order.

Transfer Parts to a New Repair Order

If you choose this option the system automatically creates a new repair order similar to the original. The special ordered part appears on the same job as in the original RO.

5. Collect a special order deposit. Since the special order was originated by the service department, no minimum deposit amount has been required. The customer unit was your collateral. After the transfer, the original RO is closed and cashiered and the customer has taken the unit. If the part was transferred to a new repair order, the labor charges are still pre-paid in the original. If you also want to collect for the part, go into the new RO and take a deposit. If the part was transferred to the customer, go into the Parts – Cashiering menu to take the special order deposit.


66647-03 © Dec. 2010 ADP, Inc. 4-11

Add, Change, or Delete Items in a repair order

You can add to any repair order at any time before it is cashiered. If you add items to a repair order that has already been closed out you will need to repeat the close out process for those items before cashiering.

To add a unit:

In the repair order, click on the “Units” line in the tree list at the left. This displays the unit list with the New Units button at the bottom. Proceed as described on page 3-4.

To edit or update existing unit information:

1. In the repair order, click on the unit you wish to edit in the tree list at the left. This displays the unit information with the Edit Unit button on the right.

2. Click the Edit Unit button to display the unit screen. Make changes as needed and click OK to return to the repair order.

To remove a unit:

Generally you would only remove a unit from an RO if you had selected an incorrect unit when you started.

You cannot remove a unit that has closed out labor or parts sold to it on a job. If for some reason you needed to remove a unit that you had actually worked on you would have to do a parts return and zero out the close out hours before deleting the unit.

1. To delete a unit click on the “Units” line in the tree list at the left. This displays the unit list with the Delete button at the bottom.

2. Click on the delete button and answer yes to confirm your selection. If the system displays a message that the unit cannot be deleted due to sold parts or closed out labor you will need to return the parts and zero the closed labor.

For parts returns see page 4-6.

To unclose labor, click the Close Out button at the top of the repair order, highlight the job, select the labor tab, and then enter zero in the actual hour field for each line.

To add a job to a unit:

1. In the repair order, click on the unit to display the unit information and the job selection buttons.


4-12 © Dec. 2010 ADP, Inc. 66647-03

2. Add new jobs, standard jobs, or job requests as needed. For more information on entering jobs see page 3-9.

To remove a job from a unit:

1. In the repair order highlight the Unit under which the job is located on the tree list. This displays the list of jobs for that unit in the workspace at the right.

2. Highlight the job you wish to delete

3. Click on the delete Job button and answer yes to confirm your selection. If the system displays a message that the unit cannot be deleted due to sold parts or closed out labor you will need to return the parts and zero the closed labor.

For parts returns see page 4-6.

To unclose labor, click the Close Out button at the top of the repair order, highlight the job, select the labor tab, and then enter zero in the actual hour field for each line.

To add parts, labor, or sublet labor to a job:

You can add or delete parts, labor, and sublet labor any time before cashiering.

You cannot make changes during close out, but you can exit the close out session, reopen the repair order and then make changes.

To make changes click on the job in the tree list and then select the tab for type of changes you wish to make. Review the section on creating a repair order if you need more information on making the entries.


66647-03 © Dec. 2010 ADP, Inc. 4-13

Cancel an Estimate or Repair Order You can display and access cancelled repair orders by clicking on the Display Cancelled Repair Orders checkbox at the top of the repair order list screen.

Estimates:

Estimates are retained until converted to repair orders or deleted from the system. When an estimate is deleted it is completely removed and cannot be recovered.

To delete an estimate:

1. Open the repair orders list screen by clicking the Repair Order button at the top of the page or selecting the Open Estimates and Repair Orders option on the Service menu.

2. Highlight the estimate you want to delete.

3. Click the Delete Estimate button at the top of the repair orders work space.

Repair Orders

Repair orders are retained until cashiered, at which time they are still retained as history. You can however cancel a repair order to remove it from your active repair orders list. A canceled repair order can be recovered at any time.

Repair orders that have activity such as parts sold, closed labor or deposits taken cannot be cancelled until the transactions are reversed.

To cancel a repair order:


2. Highlight the repair order you want to cancel.

3. Click the Cancel RO button at the top of the repair orders workspace.

If a message that the repair order cannot be canceled appears, you must address the reasons stated in the message before you will be able to cancel the RO.

4. If there are no outstanding transactions a Repair Order Cancel box appears. Make sure the proper user ID is entered, explain the reason for the cancel, and click OK. The repair order is then removed from the active list.


4-14 © Dec. 2010 ADP, Inc. 66647-03

Recover a Cancelled Repair Order Hint: If you want to list only your cancelled repair orders, uncheck the Display Estimates and Display Repair Orders checkboxes.

To recover a cancelled repair order:


2. Click on the Display Cancelled Repair Orders check box at the top of the repair order list screen.

3. Highlight the repair order you wish to un-cancel.

4. Click on the Un-Cancel RO button at the top of the list screen and answer Yes at the prompt. The repair order is now active again on your system. You can add or change information and complete it as you would any other repair order.


66647-03 © Dec. 2010 ADP, Inc. 4-15

Close-out and Cashier Repair Orders

Tasks Close out repair orders

Add jobs from repair orders to Standard Jobs list

Close out for payroll

Cashier repair orders

Prior to Close Out Completing the resolution and recommendation sections shows professionalism and builds customer confidence. Completing these sections can also protect you from liability and be a sales tool.

Review the repair order

Before going to close out, make sure that:

All requested parts have been sold to the RO and installed. Return any parts not used.

All special orders have been filled or transferred off of this RO.

All technicians have completed their work and provided their actual hours.

You have collected all sublet invoice information. The invoice number and date should be entered on the Sublet Labor lines before going to close out. You will need the sublet invoice amount to enter cost during close out.

Fill in the resolution and recommendations sections

For each job type in the technician’s notes and comments about the problem resolution.

Note any recommended repairs or problems discovered while working on the unit. This is useful for protecting yourself should there be questions about repairs not done or legal liability if the unit is unsafe. Recommendations are also a good tool to sell additional services and bring the customer back for future work. Using the History lookup you can review previous recommendations and notes.

Enter Warranty Claim Information

When you mark a job as warranty two additional tabs labeled Warranty 1 and Warranty 2 appear on the job information screen. These allow you to make entries needed for processing warranty claims. The system requires only the warranty claim number.


4-16 © Dec. 2010 ADP, Inc. 66647-03

Warranty Information Screens

Warranty 1 Tab View

Warranty 2 Tab View


66647-03 © Dec. 2010 ADP, Inc. 4-17

Warranty Claim Entry Detail

Different manufacturers have different requirements for warranty claim information. The Warranty 1 and 2 screens provide for entry of additional information not contained within the repair order. To allow greater flexibility, there are also four user defined fields for customized needs.

All of the information on these screens is available to view or print on forms for warranty submission. The way that fields are used is sometimes determined by the forms that you print to. To enter warranty claim information:

1. Highlight the job in the repair order.

2. Click on the Warranty 1 tab and make entries as needed.

3. Enter the Warranty Claim #. You can use any reference (including letters) that is meaningful to you. Some dealers use the repair order number for easy reference. Some manufacturers may supply a warranty claim number. If there is more than one warranty job on the same repair order, assign different numbers even if they are under the same claim. You could add extensions such as claimA and claimB. Note that there is a separate entry on the Warranty 2 screen for manufacturer’s authorization numbers. The warranty claim number is the only entry required by the system. The remaining entries are optional but useful for recording information required by the manufacturer. Many of the entries are self-explanatory. Most are discussed below.

Contention codes and descriptions are used by some manufacturers to categorize claims. Enter information as directed by the manufacturer.

Product/Defect/Damage Code is used much like contention codes by some companies. Enter information as directed by the manufacturer.

Claim Type also categorizes the claim. The options here are Vehicle, Part, or


4-18 © Dec. 2010 ADP, Inc. 66647-03

The status note field does not interact with the “Processed” check box in Warranty Claim Credits. You must mark it separately. Note: If you are trying to claim freight charges under warranty you must enter them directly into the Claim Amounts section of the Warranty 2 screen.

Transportation. Use the drop-down list to make a selection.

Status is used only as a note of your claims progress. Options available here are “Not Submitted, Submitted, Rejected, Errored, and Approved”. Note that you cannot report on or sort by the selections made here.

Custom Items are fields that you can define within your dealership to record any information that is needed for warranty claims.

4. Click on the Warranty 2 tab

The Authorization ID field may be used for the dealership’s Authorized Warranty Provider number.

Authorization Numbers are used to enter the authorization number issued by the manufacturer when approval was issued for the warranty job.

Replacement part information is sometimes required if the warranty service is for a part that had been previously replaced.

Transportation Claim Info is for claims due to damage during transport.

Claim amounts are based on information from the repair order and cannot be changed here with the exception of freight, which can be entered only here.


66647-03 © Dec. 2010 ADP, Inc. 4-19

Complete (Close Out) the Repair Order

Hint: You can save standard jobs for one type of unit and then duplicate them in your standard job list for similar models or model years. See page 7-3 for more information on working with standard jobs.

You should close out the repair order when you have filled all of the parts requests and completed the work.

Best practice is to do the close out as soon as work is completed and then notify the customer that the unit is ready. If you don’t complete the close out before the customer is there to pick up the unit you can sometimes be caught off guard by unresolved parts returns or other issues.

The close out process on the system requires entering:

Actual hours worked for each job

Sublet labor invoice cost if applicable

Warranty claim number if applicable

To close out the repair order.

1. In the repair order, click on the Close Out button.

Save Standard Jobs

During close out you have the option to save any job on the RO into your standard jobs file.

To save standard jobs:

1. In the tree list on the close out screen highlight the job you wish to save.

2. Click the Save as Standard Job button at the bottom of the screen. All of the job information including parts and labor selections are automatically saved in your standard job file.

3. Repeat the process if there are additional jobs you wish to save.

Enter Actual Hours

1. Click on a job in the tree list

2. Click on the Labor tab and enter the time the technician spent on the job in the Actual Hours field at the bottom of the labor screen. You must highlight each labor line individually and enter the actual hours for each. Actual Hours is the actual time that it took the mechanic to complete the job. If the technician is being paid on flat rate hours, this is the time that he will be paid for on his time card for Payroll.


4-20 © Dec. 2010 ADP, Inc. 66647-03

3. After entering all actual hours for the selected job click on the next job in the tree list (if there is more than one job on the RO) and fill in actual hours as above.

4. Save standard jobs if desired (see explanation below).

5. After close out click on the Close button to exit the repair order. For internal ROs or if the customer is present, click on the Cashier button (see pg. 4-22).

Note: If you also want to record the invoice number remember to do so before going into close out. You cannot access any of the information on the line items during close out. You can however exit close out, reopen the repair order, and then make changes.

Enter Sublet Labor Costs

If you have included sublet labor on the repair order you must enter the actual cost to the dealership during close out.

To enter sublet labor cost:

1. In the close out screen click on a job in the tree list.

2. Select the Sublet tab.

3. Enter the invoice cost in the Sublet Cost field at the bottom of the invoice.

Close Out for Payroll (WIP)

Close Out for Payroll allows you to credit labor hours on an open repair order to the technician for payroll calculations. Even if a particular labor line item is not complete, you can still apply the completed hours while leaving the repair order open for further updating. You will enter the hours the technician has actually worked, up to this time. When you later do the final close out for the repair order, you will enter the total hours the technician worked on each line item, even if partial hours were entered here. The program knows the partial hours were already applied, and credits the technician with the difference at close out.

To close out for payroll:


2. Open the repair order that has labor you want to apply to the technician’s pay this period.

3. Click on the Close P/R button at the top of the


66647-03 © Dec. 2010 ADP, Inc. 4-21

repair order screen.

4. Select a job for which you want to apply labor.

5. Click on the Labor tab and enter the actual hours that you want to apply this pay period for each labor line listed.

6. When you have finished, click on the Return to RO button at the top of the repair order screen.

Make Changes to a Closed Out RO

Un-Close Labor Lines to Enable Changes.

You can add parts and labor lines to a job even if it has been closed out.

If you want to change a labor line that has been closed out you will have to un-close that line.

To un-close labor lines:

1. Open the repair order and click on the Close Out button.

2. In the close out session for the repair order, click on the job that has the labor you want to change.

3. Click on the Labor tab to display the labor lines.

4. Click on the labor line you want to edit.

5. Delete or enter zero in the Actual Hours field at the bottom of the screen.

6. Click the Save and Close buttons.

7. Open the repair order again and make changes to the labor line. Note that this labor line will need to be closed out again before you can cashier the RO.


4-22 © Dec. 2010 ADP, Inc. 66647-03

Cashier Repair Order

Tip: BMW dealers see

BMW RO Export on page 8-3.

Take the payment and cashier the repair order

Cashiering is done directly from the repair order.

To cashier a repair order:

1. Click on the Repair Order icon at the top of the screen to access the repair order list.

2. Select and access the repair order you wish to cashier.

3. Click on the Close Out button at the top of the repair order screen. A repair order is always opened in Active status, so you have to go through Close Out to get to Cashiering.

4. If the repair order was previously closed out, you don’t need to make any entries in the close out section. Click on the Cashier button.

5. If the repair order has not been fully closed out the system will post messages telling you what close out steps need to be completed. Complete the close out and then click the Cashier button again. For more information on close out see page 4-19.

6. On the Cashiering screen:

Verify that the correct Cashier ID is entered.

Enter the amount tendered if it is more than the amount owed and the customer will need change. (Note: You can use only one payment type when cashiering. Multiple payment types are entered as deposits as explained below.)

Enter the method of payment and any payment information such as check number or credit card authorization number.

Click OK to complete the invoice.


66647-03 © Dec. 2010 ADP, Inc. 4-23

Hint: You can use deposits to charge accounts to transfer charges to aftermarket warranty companies or internal comeback accounts.

Take multiple methods of payment on an RO

If you need to take more than one payment type (the customer wants to pay part with cash and part on a credit card for example) you must take all but the final payment type as deposits within the repair order.

To take a deposit on the repair order:

1. Go into the repair order. Click on the Repair Order button at the top of the screen to display the RO list. Select and access the repair order for which you want to take a deposit.

2. Click on the Deposits line in the tree list. This displays a deposit list screen showing any previous deposits.

3. Click on the Take Deposit button at the bottom of the screen. This brings up the deposit entry screen.

4. Verify that the correct cashier ID is entered.

5. Enter the amount of the deposit.

6. Enter a description if needed.

7. Select the method of payment the customer is using to make the deposit. Deposits can be taken to charge part of the cost of the invoice to an aftermarket warranty company or an internal account for comebacks. For those transactions you will need to select A/R Charges. When using A/R Charges you also need to click on the “people” icon in the A/R Account field and select the account to charge to.

8. Click OK to take the deposit and print a receipt.

Comebacks and Service Write-offs

If a unit comes back for corrective service, a new repair order should be created to track the charges. In order to maintain a complete customer history the new RO should also be in the customer’s name.

Since the customer will not be charged for the comeback, you would take payment to an internal A/R Charge account created for that purpose. This may be done using the deposit function as described above.


4-24 © Dec. 2010 ADP, Inc. 66647-03

Reverse a cashiered repair order

If for some reason you need to reverse a repair order after cashiering, that is exactly what you do; a repair order in reverse.

Create a new identical repair order but request a negative quantity for all the parts sold and enter negative hours in all the labor fields. Then close out and cashier this repair order to balance out all transactions completed in the original.

User Manual Service Department Internal Repair Orders

66647-03 © Dec. 2010 ADP, Inc. 5-1

5 Internal Repair Orders

Set up units in inventory for sale

Prep a unit Internal repair orders are used for rigging, PDI, repairs for units taken in on trade, and other needs to support sales.

All internal ROs access units in Sales inventory by stock number. When the Sales department is ready to have a unit serviced, they must notify the Service department and provide the stock number of the unit.

The Sales department can create service job requests for the unit directly on the system. These requests are available by selecting the Job Requests button for the unit when you bring it into the repair order.

The Sales department can create job requests.

Sales can also select standard jobs from your standard job list or add dealer-defined options in the deal that will automatically create job requests in the repair order.

The service department should work with the sales department to set up any dealer-defined options.

Create an RO for setup and Installation.

1. Start a new repair order.

2. Click on Units in the tree list and highlight the New Unit line.

3. Click on the MU Inventory button at the right to select the unit.

4. Type the stock number in the Quick Search field or click the unit in the list to highlight it. Then click OK to bring it into the repair order. Note that if the sales department has already finalized the sale the unit may be found by clicking the Sold Units check box at the top of the inventory list. You are able to create retroactive Setup jobs for sold units.

5. Check the Job Requests button on the right side of the screen. If it is available the Sales department has listed job requests that you can add to the repair order. Click the button and then double-click the job(s) listed that you will to do on this RO. Click OK to bring in the selected jobs.

6. To create a new job, click the New Job button. Note that there is a check box at the top of the Job General screen for Internal Job Type. There are two kinds of jobs:

User Manual Service Department Internal Repair Orders

5-2 © Dec. 2010 ADP, Inc. 66647-03

Setup jobs do not include parts and labor in the deal as customer paid items.

Installed jobs do include parts and labor in the deal as customer paid items.

Setup – Select Setup for all work that is not to be itemized in the deal and billed to the customer. This includes dealer prep and any repairs that might be needed. Installed – Select Installed for all work that is to be itemized in the deal with a retail price to the customer for parts and labor. The Installed option should be used for all accessories that are listed in the deal, even if they are not customer paid. Service bills the Sales department for installation. It is then up to the Sales department to decide how they retail the items in the deal.

7. Process the internal repair order as you would any regular customer repair order.

8. When completed, go to close out. If the setup or installation jobs are typical and might be repeated, consider saving them as standard jobs for the next time you need to set up this model. (Be aware of what jobs are already listed as Standard Jobs so you don’t create duplicates.)

9. After close out click on the Cashier button and then click OK on the cashiering screen to complete the transaction. There is no amount to enter or method of payment to select for an internal repair order.

User Manual Service Department Process Warranty Claims

66647-03 © Dec. 2010 ADP, Inc. 6-1

6 Process Warranty Claims

Tasks Submit and track warranty claims

Record warranty claim credits

Write off warranty claim amounts not paid

Process Manufacturer’s Warranties In order to generate warranty information on the system

the job must be declared warranty in the repair order. See page 3-18 for more information on setting up jobs for manufacturer’s warranty.

When a repair order with one or more warranty jobs is closed out, claim information from the job is automatically recorded in the warranty claims function. Some additional warranty information must be entered in the RO prior to close out. See page 4-15.

There are two warranty function screens:

Warranty Claims (inquiry)

Warranty Claim Credits

When a claim is resolved, uncheck the “Warranty Claim Processed” box.

There are three basic steps to processing a manufacturer’s warranty claim for a warranty job completed on a repair order:

Submit Warranty Claims to the manufacturer. Claim detail can be found on the inquiry screen in Service – Lists – Warranty Claims. You can also edit claim information here.

Mark the claim as processed. On the Service – Warranty Claim Credits screen, only unprocessed claims are listed by default. Open the claim record and click the Warranty Claim Processed box to move it to the processed batch.

Enter Warranty Claim Credits. On the Service – Warranty Claim Credits list, click the Show Processed Warranty Claims box to show processed claims. Then locate the claim and enter credits received.

These steps are explained in detail below.


6-2 © Dec. 2010 ADP, Inc. 66647-03

Submit Warranty Claims to the Manufacturer Note: If you have warranty claim forms defined on your system it is easiest to submit claims directly from the Warranty Claim Credits screen.

Mark the Claim as Processed

The Warranty Claims function on the Service Lists menu gives you access to all the warranty information for submitting the claim.

To submit a warranty claim, go to:

Service – Lists – Warranty Claims

If you have pre-defined warranty claim forms on your system, click on the Print Claim button for a printout. This can then be faxed to the warranty company.

If you do not have pre-defined forms fill in the form by hand using the information on the Warranty Claim Inquiry screen.

When you submit a warranty claim, you should mark it as processed for tracking and future reference. You must go to the Warranty Claim Credits function to set the Processed flag.

To mark a claim as processed go to:

Service – Warranty Claim Credits

1. Double click the claim you want to mark as processed.

2. Check on the Warranty Claim Processed box on the Warranty Claim Credits screen.

When a claim is paid, you use this same Warranty Claim Credits function to credit the payment to the claim. You can also record amounts not paid to close the claim, or leave an unresolved balance to keep the claim open (see Enter Warranty Claim Credits below).


66647-03 © Dec. 2010 ADP, Inc. 6-3

Enter Warranty Claim Credits This function is used to record payments on manufacturer’s warranties.

For aftermarket warranty processing see the next section.

If you flag your claims as processed when you submit them you can filter the claim list to show only the submitted claims.

The Warranty Claim Credits function is used to record payment on manufacturer’s warranty claims. You may receive these payments in the form of a credit toward your account with the manufacturer, or in some cases you may receive a check.

The accounting setups for the manufacturer would be different in each of these cases, but the process of entering claim information here is the same.

To enter manufacturer’s warranty claim credits go to:

Service – Warranty Claim Credits

The list of claims that is initially displayed shows only unresolved claims that you have not marked as processed.

1. To list the claims that you have processed (submitted) click on the Show Processed Warranty Claims checkbox.

2. Select a claim for which you want to enter credits. (Double-click or highlight and press Enter to make a selection.) This displays the credits screen.

Note: If you enter some amounts and then return for additional entries, all open fields will be blank to accept current entries. The previous entries are shown in the columns to the left.

The credits screen shows the amounts owed to you from the repair order, any previously applied credit amounts, and the unresolved balance.

There are two columns in which you can make entries, Amount Paid/Credited, and Amount Not Paid/Debited.

The Parts line shows the cost of the parts. Handling is the margin you receive for the warranty parts.

3. Enter the amounts credited in the Amount


6-4 © Dec. 2010 ADP, Inc. 66647-03

Paid/Credited column for each category.

4. After making your entries, click Save. If the claim was fully paid all unresolved balances are zero. If not skip to step 6. When you save the credits entries you will be prompted to mark the claim as complete. Choose Yes to include the claim on the resolved list.

5. Uncheck the “Warranty Claim Processed” checkbox so that the claim will no longer also appear on the Processed list. Then click Close. If the claim is not fully resolved:

6. If the credits don’t equal the amounts owed, you must decide whether to contest the claim or take the amounts offered.

Contest the claim: If you choose to contest the claim simply close the claim screen. This leaves the unresolved balance and keeps the claim open. When you receive an adjustment or choose to write it off you can return and make the entries.

Write off the loss: If you choose to accept the credit offered, enter the difference as shown in the Unresolved Balance column into the Amount Not Paid/Debited column. This changes the unresolved balance to zero and the claim will be resolved.

Accept the overpayment: If the credit is greater than the amount owed, enter the difference as a negative number in the Amount Not Paid/Debited column and rejoice.


66647-03 © Dec. 2010 ADP, Inc. 6-5

Process aftermarket warranties Setting up the A/R account is an administrative function. It is described here only as a convenient reference. Note: Discounts you enter here apply only if you use the warranty provider as the customer on the invoice. See warranty processing options below.

Aftermarket warranty jobs are handled as any other retail job. There is no built-in function required to process them as there is with manufacturer’s warranty.

Situations can vary for aftermarket warranties and there are a number of strategies to address them. Two are discussed below. Each has advantages and disadvantages, which are presented to help you make an informed choice.

Most strategies include using an A/R account to track the warranty payments to the providers. If you don’t already have A/R accounts set up for your providers they should be defined as follows:

Set up an A/R account for the warranty provider

Customer accounts are set up using the administrator access to the customer list. This setup should be done by or coordinated with your bookkeeping office.

To access this customer list:

1. Click on the Customer List icon at the top of the screen – OR – go to the menu selection:

System – Lists – Customers

2. Select or create the provider in the customer file.

3. Click on the Discounts tab.

4. Click on the Change button in the General Customer Discount section and enter any parts and labor discounts that apply when servicing the aftermarket warranty.

5. Click on the Charge Account tab to set up the A/R account.

6. Select the Open Item account type. This allows you to track each payment to the repair order for which it was charged.

7. Select the Send Statement checkbox if so instructed by your bookkeeper.

8. If the warranty provider will not be subject to your standard A/R interest rate, check the Override Finance Charge Rate box and enter rate in the New Rate field.

9. Enter a credit limit greater than the sum total of all warranty claim amounts you might ever have outstanding at any given time. A few million


6-6 © Dec. 2010 ADP, Inc. 66647-03

generally suffices.

10. Consult with the bookkeeper on whether to use an override on the A/R G/L account.

11. Click on the “Other” tab.

12. If the warranty provider is not subject to your standard retail taxation, enter tax information as needed. Note that in addition to selecting a tax category you must also select the Override checkbox to make the selection active.

Bill job on customer RO to provider account

One method of handling an aftermarket warranty is to bill the job on the customer repair order to the warranty provider’s A/R account.

Advantages:

It keeps the service history all under the customer’s name.

The warranty job can appear on the same repair order as other jobs for the customer, a separate repair order is not required.

Disadvantages:

You have to be aware that the warranty job is present and pay it off with the deposit function before cashiering the repair order.

If the warranty company does not pay retail or has different tax status than a retail customer it does not take these factors into account. You will have to manually set the tax category for the job.

Process:

1. Create the job on a repair order for the customer. (See page 3-19 for details.)

2. When the work is complete, use the Job Summary screen to determine the amount and then take a deposit on the RO to the warranty company A/R account to pay for the job.


66647-03 © Dec. 2010 ADP, Inc. 6-7

Create a separate RO with provider as customer Another method of handling aftermarket warranties is to create a separate repair order for the warranty job using the warranty provider as the customer on the RO.

Advantages:

All warranty work for the provider is automatically tracked in service history.

There is no extra step to remember. Instead of billing warranty as a deposit prior to cashiering, it is automatically billed to the warranty provider on the repair order.

If there are discounts or taxing is different than for a retail customer those factors can be set up in the customer discount record (see pg. 6-5 for details).

Disadvantages:

Customer history does not include the warranty jobs because they are listed under the warranty customer. You can still locate the complete history using the VIN or serial number in history lookup.

If there is a mix of warranty and non-warranty work you will have to create and cashier two repair orders at the same time using this method. One for customer paid service, and the other for the warranty work. Keeping the paperwork together can serve as a reminder that both exist when completing the ROs.

Process:

1. Create a separate repair order for warranty jobs using the warranty provider as the customer on the RO.

2. When the work is completed cashier the repair order using A/R Charge as the method of payment. If the warranty provider is properly set up with an A/R charge account this automatically tracks the warranty claims through your normal accounts receivable process.

User Manual Service Department Service Department Setups

66647-03 © Dec. 2010 ADP, Inc. 7-1

7 Service Setup & Maintenance

Service Maintenance Tasks

Set up Service Bulletins Overview

When you receive service bulletins, you can enter the bulletin reference and basic information into the system. After entering bulletin information it is immediately available whenever you service the affected make and model.

Bulletins on the system are keyed to the units by year, make, and model. If the same bulletin applies to several years or models, you can make it apply to all years or models, or make an entry for each. There is a Duplicate function to simplify the task of multiple entries.

To Set up a bulletin

To set up a bulletin, go to:

Service – Lists - Bulletins

1. Click on the New button at the top of the Bulletin List screen to enter a new bulletin.

2. Enter the bulletin number. If the bulletin applies to more than one year or model you will can select the “All” box. You could also use the duplicate function to create duplicate entries for each. (See steps 8 and 9 below).

3. Enter the year, make, and model to which the bulletin applies (make sure you have standardized the way everyone enters model designations).

4. If a VIN range applies, enter the upper and lower range. Note: VIN uses the last 7 digits. If the bulletin applies to all VINs or for boats or other items that don’t have a standard VIN, enter 0000000 (zeros) in the low VIN field and lower case zzzzzzz in the


7-2 © Dec. 2010 ADP, Inc. 66647-03

high VIN field.

5. If a date range applies enter the dates. If there is no end date, enter a date many years in the future, 12-31-2050 for example.

6. In the Notes/Comments area briefly summarize the information from the bulletin. Give enough detail to allow the tech to determine what needs to be done.

7. When you are finished click the Save button. To create a duplicate entry for additional models or model years:

8. If the bulletin applies to additional years or models, click on the Duplicate button.

9. If you create duplicates for specific years or models, add an extra character to the bulletin number in each entry so that it is different each time. For example, bulletin 98-13 which applies to three models could be entered in the first as 98-13A, then as 98-13B and 98-13C in the entries for the other two models.


66647-03 © Dec. 2010 ADP, Inc. 7-3

Set Up and Maintain Standard Jobs If the same standard job applies to multiple models or model years you can make it apply to all years and models, or use the Duplicate function to copy the original setup for specific year or models.

Standard Jobs are dealer entered and maintained job definitions that can include job descriptions, parts, labor lines, and other job detail.

The easiest way to create standard jobs is to save the job to the standard jobs list while closing out an RO.

You can also create and modify standard jobs in Service – Lists – Standard Jobs.

You might want to periodically review the jobs list for duplicates and delete the ones that are not needed.

Create or Update Standard Jobs

To save standard jobs directly from the repair order during close out see page 4-19.

To create or update standard jobs go to:

Service – Lists – Standard Jobs

1. To duplicate an existing job for a similar model or model year highlight the job in the list and click on the Duplicate button above. Change the model or year information as needed. Make any additional changes as described below and save the job.

To modify an existing job or make it apply to all years, makes, or models, either double-click the job or highlight it and click on the Detail button.

To create a new job click on the New button at the top of the job screen.

After making a selection the Job screen is displayed showing the General tab. General Tab

2. Enter the year using four-digits (2002, not 02). If you want the job to apply to all years just click the All Years checkbox.

3. Type or select the Make from the drop-down list. If the make is not on the menu you can enter a new one, but use this function with caution. It must be coordinated with Sales, and additional set up steps must be done by a system administrator before ROs using the new make can be cashiered. If you want to make the job apply to all makes, just click the All Makes checkbox.


7-4 © Dec. 2010 ADP, Inc. 66647-03

4. Enter the model exactly as it shows in inventory or other unit records. It is important that you coordinate with everyone making unit entries to standardize the format. Each character counts, so an XJ750 is not the same model as an XJ 750 because of the extra space in the second entry. If you want the job to apply to all models, just click the All Models checkbox.

5. In the Miles or Hours field make an entry only if you want to restrict job availability to units with more than the entered figure. For example, you might not want the 30,000 mile service to show until after the unit had reached 20,000 miles. The same applies to the length field for marine dealerships.

6. Enter the repair description. This is the job title in the repair order.

7. Enter the job description in the Detail field. The information you type here prints on the repair order in the Job Description section.

8. Click on the Parts tab. Parts Tab On the Parts screen you can add, replace, or delete parts for the job.

9. To add a new part click on the New button. If you know the part number you can type it directly. To use the standard parts lookup function click the Lookup button. After entering the part number enter the quantity and click OK.

10. To replace a part highlight it in the list and click the Edit button. Enter the new part and quantity.

11. To delete a part highlight it and click the Delete button. Labor Tab

12. Click New to create a labor line or highlight an existing line and click Edit to change it. This brings up the Labor entries

13. In the Job Code field you can enter the flat rate code if one applies. (This is a note field only. It does not pull labor information from your flat rate files.)

14. In the Number of Hours field enter the flat rate hours or hours to be billed for the job. This


66647-03 © Dec. 2010 ADP, Inc. 7-5

Note: The labor charge dollar amount is calculated using the current shop rate. If you change the shop rate or assign a tech in the job who has a different billing rate the charge amount is automatically adjusted based on the hours assigned for the job.

automatically calculates the Total Labor Charge based on the standard shop rate. Note that if you change the Total Labor Charge it will recalculate the hours to match the charge.

15. Enter the description. This will appear on the labor line in the job.

16. Select the Charge By option. If you choose Length the hours and labor charges cannot be determined until the job is placed on a unit in the RO.

17. Repeat the steps above if additional labor lines are needed on this job.

18. Click on the Misc. Charges tab. Misc. Charges

19. If your system preferences are set to autocalc, the shop supplies amount is entered for you. To change this entry you can deselect the Auto Calc checkbox below and enter a new figure.

20. Enter any additional line amounts that apply.

21. Save and close if you are finished, or click List to return to the jobs list.


7-6 © Dec. 2010 ADP, Inc. 66647-03

Set Up Flat Rates If you enter flat rates they are available for lookup in the labor lines of the repair order. Flat rates can also be escalated by entering an escalation percentage.

Flat rate tables are grouped by type and may list several repairs for each type.

To enter flat rates go to:

Service – Lists – Flat Rates

1. Click New and enter the Year, Make, and Model for which you are specifying rates. If the rates apply to more than one year or model you can duplicate them for each case or make them apply to all years or models.

2. If you wish to escalate the flat rate times, enter the escalation percentage.

3. Flat rate tables are generally broken down into groups or service types and individual rates within each group. Click on the Group/Job Detail tab to enter the groups and rates.

4. Under Groups click New to add the group definitions.

5. Highlight a group on the left side of the screen. Then under the Flat Rate Jobs on the right side click New and add the job information.

Reporting You get valid reports only if you enter valid actual hours for technicians at close out. To get accurate productivity and efficiency reports you must track technician actual hours by job. To maintain accurate pay period and monthly reports you must keep statistics updated using scheduled maintenance.

Your system includes technician variable reports that show technician productivity and efficiency by pay period, by month, and year to date measures.

1. Productivity: How many hours technicians have worked on jobs compared to the amount of time the technician was available to the dealership. * Low productivity is often a parts access problem. * If you find you have someone who can produce $60 an hour but is spending time unloading crates and polishing bikes, maybe you need a $6 per hour shop assistant.

2. Efficiency: Compares how many hours techs spent on jobs to the number of hours that were billed for the jobs.

Note that you would expect lower productivity percentages for techs that also have other responsibilities that take time from service work.

To run technician reports go to:

Service – Reports - Technicians

1. Select the report and click on the Run button.

2. Click the Next and Finish buttons as the standard report options are displayed. The report will then


66647-03 © Dec. 2010 ADP, Inc. 7-7

be created on your screen.

3. You can view and page through the report using the page navigation arrows at the bottom right on the screen. You can also print it by clicking on the Print button above the report display.

Scheduled Maintenance: Updating statistics

At the end of each pay period and at the end of each month you should run the productivity and efficiency report and then run the update function to accumulate the figures and start new counts for the next period.

To update statistics go to:

System – Scheduled Maintenance

1. Run productivity and efficiency reports

2. At the end of the pay period access Scheduled Maintenance and select the Pay Period End Updating checkbox. Then click the Run Now button to update the statistics.

3. At the end of the month access Scheduled Maintenance and select the Month End Updating checkbox. If the Parts month end is not to be done at the same time, deselect that box. Then click the Run Now button. If the pay period ends at the end of the month run both functions together.

Work with Sales to create Dealer Defined Options

If you have standard customizations or option packages that can be installed at the dealership you can define these as options for sales much as you define standard jobs.

If the sales department includes an option on a unit it creates a job request that is available to service when a repair order is created for that internal unit.

The advantage to using options rather than standard jobs in sales is that they can be specific to the sales department and maintained as separate lists. This can help to reduce clutter and confusion.

See the Options section of the Sales manual to assist the sales department in setting up options.


7-8 © Dec. 2010 ADP, Inc. 66647-03

Service Setups

Set Shop Rates Note: If you create multiple entries for the same technician you must take care to coordinate for payroll. When multiple technician setups are created for the same person you should use distinctive names to identify the purpose. For example, Joe Watercraft, Joe Motorcycle and Joe Warranty.

To allow flexibility in labor pricing you can set a default shop rate, override the default rate with custom rates for technicians, or assign an exact dollar amount line-by-line in the service jobs. Manufacturer’s warranty jobs also have custom rates applied as defined in the Make file.

Dealership default

The dealership default rate is an administrative setup entered in System Preferences.

Marine dealers can set up both a default hourly rate and a default length rate for charge per foot.

If you make a change to the default shop rate it will immediately apply to all new labor lines that you create. It will also be applied if you make changes to an existing labor line. Existing labor lines that you do not edit will retain the rate that applied when they were created.

Technician Rates

Technician specific rates are the key to flexibility if different rates are needed in different situations. You can:

Charge different rates for labor performed by lot helpers vs. factory certified technicians.

Charge different rates for different products. Set up multiple entries for each of your technicians. Then assign the tech at one rate for work on motorcycles and the same tech at a different rate for work on snowmobiles for example.

Create technicians with “warranty” rates to assign on jobs for aftermarket warranty within a customer repair order.

Note: You can set a custom charge rate for technicians in the Technicians function on the Service Lists menu, but you cannot create new technician entries here.

If you need to have multiple versions of a technician defined for multiple rates, your system administrator will need to create them for you in the Security / Passwords function on the System menu.


66647-03 © Dec. 2010 ADP, Inc. 7-9

Note: The Hourly Pay Rate field is used to determine the technician’s pay only if you use a Work In Process (WIP) pay plan. Do not make changes to this field. Note: All technicians are billed at the default shop rate if the Override Customer Charge Rate checkbox is not selected.

To set a custom charge rate for a technician go to:

Service – Lists - Technicians

1. Select the technician record you want to change. (Double-click or highlight the line and click the Detail button above.)

2. Enter the rate to charge for this technician in the Hourly Charge Rate field. (Marine dealers should also specify a length charge rate.)

3. Click on the Override Customer Charge Rate checkbox to activate the rate you have entered. (You must have a rate entered if you have this box checked for the system to function properly.)

Other System Setups These settings may be determined by service personnel but must generally be accessed and changed by the system administrator.

Set up Shop Supplies and Miscellaneous Charges

The repair order allows you to enter shop supplies and four other user-defined charges in addition to the parts and labor items. These additions can be applied to individual jobs or generalized over the entire repair order.

Custom charges may be useful for adding disposal or storage fees to your repair orders for example.

You have the option for each of these charges to automatically calculate a charge based on a percentage of your labor charges, or to manually enter an amount for each in the RO.

The titles of the additional fields and defaults for the way that they are applied are set up in the Service section of System Preferences.

Titles and sales categories for each of the user-defined lines are entered in the Shop Supplies and Misc. section.

Auto Calculation rates and default selections for whether to apply them and where to apply them (job or RO level) are made in the Automatic Calculations section.

Set up Invoice Messages

The messages that appear at the bottom of your estimates and repair orders can also be edited in System Preferences under the Messages section of the Service options.


7-10 © Dec. 2010 ADP, Inc. 66647-03

Set Up Warranty Rates and Accounts Your system should have all of the warranty setups completed when you received it based on information you supplied in your pre-installation guide. This section explains the setups and may be useful if you need to change rates. See the appendix for a chart of transactions that take place for warranty claims.

Complete setup for manufacturer’s warranty involves making sure the accounts are set up and referenced properly in accounting and in the Make file, setting parts allowances for each supplier, and entering warranty service rates allowed by the manufacturer.

Parts Rates

Warranty rates for parts (handling) are set up in the parts department under each supplier. This is a parts department function, but for your convenience it is explained here.

To set or change the warranty rate for parts go to:

Parts – Lists - Suppliers

1. Select the supplier from the list.

2. In the Manufacturer Parts Warranty Allowance section of the supplier screen select the allowance type. This is generally “cost plus.” See the parts manual for an explanation of the allowance types.

3. Enter the rate (percent mark-up allowed) in the field at the right.

4. Save and exit.

Labor Rates

Labor rates are set in the Make file.

To set or change warranty labor rates go to:

System – Lists - Makes

1. Select the make from the list.

2. Enter the warranty allowed labor rate for the manufacturer.

About Warranty Claim Accounting

The Make file also contains the accounting setups. You may want to verify that all of the entries here are complete and that they reflect the way you wish to process claims.

If the vendor credits your parts account for warranty claims, the Warranty Update Type (found on the Warranty tab screen) should be set to Accounts Payable Update.

If the vendor pays by check instead of crediting your parts account the No Subsidiary Update option should be selected and a holding account


66647-03 © Dec. 2010 ADP, Inc. 7-11

entered in the Warranty Update Account field.

The Warranty Unpaid Claim Amounts Update Accounts section should contain expense or sales accounts that will be used for under or overpayment of claim amounts.

User Manual Service Department Appendix

66647-03 © Dec. 2010 ADP, Inc. 8-1

8 Appendix

Repair Order Keyboard Shortcuts

Parts Section

Ctrl+A Add Line Item Ctrl+Del Delete Line Item (only those lines with 0 in S/O and Sld) Ctrl+M Add Misc. Part Ctrl+D Discount Line Item Ctrl+H Override Default Warranty Handling Ctrl+U Supersede Ctrl+S Similar Parts

Labor Section Ctrl+Del Delete Line Item (unclosed labor lines only)

Sublet Labor Section

Ctrl+Del Delete Line Item (unclosed labor lines only)


8-2 © Dec. 2010 ADP, Inc. 66647-03

Overview of Warranty Accounting Transactions Repair order cashiered:

Dr. Cr.

Warranty Rec. x

Sale x

COG x

Inventory x

*The warranty account that is debited here is located in Makes

under System, second tab.

Warranty information received from company:

After using service, warranty claim credits to enter amount paid

or not paid:

(Depending upon how you receive the credit, you will either have

a GL account updated or an accounts payable vendor, this is also

found in system, lists, makes.)

If money is received:

Dr. Cr.

Cash or Gl account x

Warranty Receivable x

If Vendor Account is updated:

Dr. Cr.

AP Sub account x


If the claim is not paid or underpaid, the expense account will

be hit. The expense account is also located under system lists,

makes on the second tab of whatever make you are dealing with.

Example of expense account:

Dr. Cr.

Policy Expense x



66647-03 © Dec. 2010 ADP, Inc. 8-3

BMW Repair Order Export In order to use the BMW repair order export, you must:

Have the BMW price book loaded

Have your BMW dealer ID entered in the BMW supplier record

Select a directory in which to store the exported files.

Set Up the BMW Supplier Record Your supplier record for BMW must include your dealer ID. To check or enter your dealer ID:

1. Go to the Parts – Lists – Suppliers menu. This displays the supplier list.

2. On the supplier list, locate and open the BMW (BM) supplier record.

3. Make sure your BMW dealer ID is entered in the Dealer Number field on the General tab of the supplier record.

Select a Directory Path in the Export Utility The first time you access the BMW RO Export utility you will need to assign the directory path where the export files will be saved and accessed for submission to BMW.

1. Go to the Service – BMW Repair Order Export menu.

2. First Time Only – The first time you access the BMW Repair Order Export function you must select the file path to be used. Click the Select button at the bottom of the screen and choose or create a path. For example, you might type in a path name to create a directory such as C:\BMW\ROexport as shown in the illustration below. It is best to not use your existing DCS directory.

3. If you are prompted to create the directory, click Yes.

Type or select a directory.

Then click OK.


8-4 © Dec. 2010 ADP, Inc. 66647-03

To Use the BMW Export Utility:

1. Go to the Service – BMW Repair Order Export menu.

This displays the list of repair orders to export along with export detail for the highlighted job in the list.

If there are completed repair orders that you do not see, close and re-open the export utility. This refreshes the list with all cashiered but not yet exported repair orders.

To see previously exported repair orders, click the Exported button above the repair order list.

2. First Time Only – The first time you access the BMW Repair Order Export function you must select the file path to be used (see previous page).

3. Check Each Repair Order – Highlight each repair order to check for yellow fields and fill in missing detail required by BMW.

Note: The Customer detail is displayed by default. You must click the Unit tab to check for missing unit information.

The Service Writer, Defect Code, and Operation Code fields accept manual

Highlight the RO.. …and enter any missing detail.

Highlight each job and enter warranty and labor detail as needed.

Be sure to check the Unit tab for missing entries as well.


66647-03 © Dec. 2010 ADP, Inc. 8-5

entry. However, any entries you have previously used are available for selection using the drop-down list. Typing a new entry in the field automatically adds it to the list.

Note that when adding an email address the system pops up the customer record so the entry will be made as part of the permanent record. Other entries affect only the RO export file.

4. Check Each Job – In the Job list below the repair order list, also click each job to check for job-specific entries. Warranty information is required for warranty jobs. Note that selecting the Claim Type in the drop-down list automatically makes the claim type code entry on the same line.

5. Check Each Labor Line – If the job has multiple labor lines highlight each labor line to check for missing technician and operation code entries.

6. Export – When the information is complete, click the Export button to save the files to disk. If there are any missing entries, a notification message is displayed with information about an item to fix.


66647-03 © Dec. 2010 ADP, Inc. 9-1

9 Index A/R Charge, 4-23 actual hours, 4-19 aftermarket warranty, 6-5 BMW repair order export, 8-3 bulletin

setup, 7-1 bulletins, 3-9 cancel

recover canceled RO, 4-14 cancel estimates or ROs, 4-13 cashiering, 4-22

multiple methods of payment, 4-23 claims, 4-15, 6-1

accounting, 7-10 class codes, 3-6 close out, 4-15, 4-19

cashiering, 4-22 unclose, 4-21

comebacks, 4-23 credits, 6-3

warranty, 7-10 customer unit list, 3-6 dealer installed options, 7-7 deposit, 4-23 discount, 3-20 discounts, 3-20 export BMW repair order info, 8-3 flat rate, 3-17 flat rates

setup, 7-6 history, 3-8 hours

actual, 4-19 hull number, 3-7 installed, 5-1 job

new, 3-11 job summary, 3-20 jobs

delete, 4-11 labor, 3-15

actual hours, 4-20 close out for payroll, 4-20 discount, 3-20 flat rate lookup, 3-17 rates, 7-8

set price, 3-16 sublet, 3-17 un-close labor line, 4-21

labor rate, 3-15 lower unit number, 3-7 make, 3-15 menu, 1-3 methods of payment, multiple, 4-23 model, 3-6 options, dealer installed, 7-7 outdrive number, 3-7 parts

delete, 4-6 delete special order, 4-7 discount, 3-20 invoice to RO, 4-4 lookup, 3-13 miscellaneous, 3-14 pick ticket, 4-4 request, 3-15 return, 4-6

payment types, multiple on RO, 4-23 PDI, 5-1 pick ticket, 4-4 prep, 5-1 price adjustment, 3-20 rates, 7-8

technician, 7-8 warranty, 7-10

reports, 7-6 resolution and recommendations, 4-15 rigging, 5-1 setup, 5-1 shop rates, 7-8 shop supplies

add to RO, 3-12 setup, 7-9

special order delete, 4-7 transfer off RO, 4-9

standard jobs create or edit, 7-3 save from RO, 4-19 select in RO, 3-10

statistics, technician, 7-6 sublet labor, 3-17

User Manual Service Department Index

9-2 © Dec. 2010 ADP, Inc. 66647-03

cost, 4-20 submit warranty claim, 6-2 tax overrides, 3-17 technician

rates, 7-8 reports, 7-6

totals job summary, 3-20

transfer special order, 4-9 transom number, 3-7 unit

change or remove, 4-11 customer unit file, 3-4, 3-6

history, 3-4 pull from History file, 3-7 setup, rigging, PDI, 5-1

VIN, 3-7 warranty

aftermarket, 3-19, 6-5 claim information, 4-15 credits, 7-10 freight charges, 4-18 manufacturer's, 3-18, 6-1 rates, 7-10 record credits, 6-3 resolve credits, 6-4

Documents

Lightspeed NXT Service Manual - · PDF fileADP manuals are carefully distributed by ADP ... organization of such revision. Any questions or comments ... contain their own information