CUSTOMER SERVICE AND CONTRACT MANAGEMENT
THE QMUZIK ERP SOLUTION PROVIDES EXTENSIVE TOOLS TO
MANAGE SALES CONTRACTS AND THE COMPLETE FULFILMENT
OF THE SALES CYCLE. THIS INCORPORATES THE PROCESS OF
ESTIMATING,
THE
GENERATION
OF
QUOTATIONS,
MANAGEMENT OF THE SALES FORECAST, THE CAPTURING OF
SALES CONTRACTS, ASSOCIATED CONTRACT META DATA AND
CUSTOMER ORDERS THAT DRIVE THE MASTER PRODUCTION
SCHEDULE.
Sales catalogues, business documentation, profit margin
control options, trade discount matrixes and business tactics
are highly scalable per trading partner, contract and
product line.
The functionality extends to product sales, spares sales, field
service orders, repair orders, customer specials and over-thecounter-sales and seamlessly interacts with Contract tactics
and rules, Contract-specific engineering and manufacturing
baselines, Project management budget and date
constraints and expense authorisation and tracking.
The integration with all resulting downstream business
processes in the Supply chain, as well as stock allocation and
picking, crating, shipping, field installation, billing and
equipment tracking serves to fulfil the stated customer
demand. A number of standard workbenches are provided
to perform real-time analysis of contract status. This includes
analysis of supply chain activities, contract inventory,
contract related quality activities, engineering change
orders, concessions and deviations, contract revenue to
date, cost-of-sales and profit margin analysis.
The functionality provides an inherent ability to cascade
contract identification, contract specific requirements for
quality, documentation, packaging, marking, delivery,
substitution rules and product configuration, as well as
contract priorities and legal requirements to all levels in the
Supply chain. Multiple currencies, unit of measure
conversions, tax policies and configure to order options are
provided for.
Added to that is almost instantaneous visibility via real-time
MRP of associated supply chain events and the resulting
benefit of being able to promptly act upon changes in
supply or demand, product configuration or business tactics.
Mail notifications to related role players to inform or to
prompt for action comes standard to aid users during the
execution cycle of contract fulfilment. Legal requirements
where permits are required for e.g. dangerous goods
regulation items, ITAC/ITAR controlled defence items and
others are strictly enforced in related supply chain activities
where these requirements come into play. Sales orders can
Qmuzik Technologies (Pty) Ltd l Trentbridge Office Park l
c/o Von Willich Ave & Leonie St l Centurion l
Tel: 012 640 3500 l Fax: 012 640 3511 l info@qmuzik.com l www.qmuzik.com
also apply related government taxes for levies and
surcharges and can auto-create provisions for warranty
claims, risks, commission and others at time of shipping.
Comprehensive provision is made to record and maintain
warranty details and to track equipment during the after
sales cycle.
Sales orders can also serve as manufacturing orders when a
product is built on demand only and the functionality
incorporates Order operations (routings) to schedule shop floor
activities and to report feedback on progress and actual labour
hours. Real-time visibility is provided throughout the sales cycle
of sales order transaction history, picking status, invoicing, credit
notes, invoice settlements and cost of sales to date. A real-time,
on-line audit trail exists for all transactions executed in the sales
fulfilment cycle.
QMUZIK CUSTOMER SERVICE AND CONTRACT MANAGEMENT
PROVIDES A BROAD RANGE OF SPECIAL FEATURES AND
FUNCTIONS, INCLUDING:
•
Forecast and Release-driven Fulfilment - workflow-based
B2B support for JIT and forecast-driven fulfilment, as is
common in Tier 1 and 2 automotive and other suppliers,
using pre-built EDI and XML-based transactions such as
forecasts, releases, advanced shipping notices and
remittance advices. Sales forecast consumption, active
time fences, forecast derivatives and the application of
planning and modular bills for option sensitive products
and long-lead time items form part of the standard
functionality.
•
Discrete fulfilment tactics by Contract- visibility and
identification of project and contract specific
requirements for quality, documentation, packaging,
marking, delivery, part substitution, product configuration
and engineering change management, as well as
contract priorities and defence priority allocations are
cascaded to and exposed at all levels in the Supply
chain. This extends to inventory management where inter
contract/project co-mingling rules govern stock
ownership and stock application and the exchange of
stock between contracts and projects. Contract rules
and tactics regarding the supply of customer furnished
items, customer approved suppliers, sourcing from
Original equipment manufacturers and inspection and
QA requirements are also strictly enforced and highly
scalable per contract. Legal requirements for permits are
interpreted and enforced during the sales cycle.
•
Integration with Microsoft Project - project managers can
optionally use the robust project planning, quoting and
reporting features of Microsoft Project 2000 to manage
Contracts while enjoying full two-way integration with
Qmuzik ERP
and benefit from
the Contract
management,
Project
budgeting,
commitment
accounting, expenditure authorisation, date constraint
and full resource planning and project identification
features in the ERP system. This extends to mapping the
project WBS (work breakdown structure) into the
hardware Bills of material.
2014 customer service contract management.docx
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CUSTOMER SERVICE AND CONTRACT MANAGEMENT
•
Field Service Order Fulfilment - extensive Equipment base
tracking,
equipment
status
history,
equipment
maintenance options and consumption logging in
multiple denomination of life units, with special order
types to authorise and support labour dispatching,
material consumption and billing for field service
activities, product upgrades, repairs or preventative
maintenance. Includes tracking and maintenance of
equipment warranty and warranty expiration dates.
•
Customer-furnished Inventory (CFI) - for customers that
wish to purchase materials and provide them to the
manufacturer for further processing, those CFI goods can
be planned, requested, received, stored and issued
using Qmuzik CFI processing that will govern the
application of such inventory, thus protecting customer
ownership and the financial disposition there-of. The
application of customer furnished stock is variable per
contract and the rules can be distinguished even
between contracts running in parallel.
•
Real-time Available-to-Promise (ATP) - customer service,
production personnel, buyers and material planners have
online access to time-phased ATP and, if authorised, may
perform online allocation of firmed and released
replenishment orders to pegging demand, with autoallocation at the time of receipt. On-line MRP (with
“what-if” simulation capabilities) ensure rapid information
flow to promptly act upon changes in supply, demand,
product configuration, inventory policies, business tactics
or order priorities.
•
Sales Documentation – extensive features for a crossreference between your parts and those of your
customers, implying that business documents can be
printed referencing the customer’s part numbers, units of
measure and goods descriptions.
All documents (Invoices, statements, delivery notes and
others) can be customised per customer to reflect their
preferences in terms of language, format and layout.
•
CONTRACT MASTER AND EXPOSURE OF CONTRACT
REQUIREMENTS TO SUPPLY CHAIN
SALES ORDER WITH DELIVERY SCHEDULE AND TERMS
Sales History – extensive Sales and product build history
exist for all finished goods, including full serial and lot
number tracking and including comprehensive quality
assurance actions and results and the tracking of
approved concessions and deviations.
Qmuzik Technologies (Pty) Ltd l Trentbridge Office Park l
c/o Von Willich Ave & Leonie St l Centurion l
Tel: 012 640 3500 l Fax: 012 640 3511 l info@qmuzik.com l www.qmuzik.com
2014 customer service contract management.docx
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