Jim,
Policy, Procedures keep general and less than a page.
Here is a sample Work Instruction for "RMA Processing" I thought I would
share.
I'm not finished with this one but it's about 90% complete.
Hope this helps. Feel free to cut/paste/use what you want.
Patrick J. Winter
Information Services Manager
sSc Specialty Screw Corporation
ISO9002;QS9000
TITLE
Processing Return Material Authorizations.
PROCEDURE
1 Quality Control Department: "Initiating a RMA (Return Material
Authorization) to a Customer."
1.1 The Quality Manager or designee authorizes parts to be
returned from a customer under Vantage / Shipping & Receiving / General
Operations / RMA Processing. You can verbally give the next RMA number to a
customer before processing is started by using the Vantage / RMA Tracker.
1.1.1 Quality Control or Sales shall obtain any or all of
the following information; part number, job/lot, order number, shipment date
and quantity to be returned from the customer requesting the return.
1.1.2 To help analyze the scope of the issue:
1.1.2.1 Any other parts in transit: Vantage / Part
Tracker / Transaction History (MFG-CUS, STK-CUS)
1.1.2.2 Any in process: Vantage / Part Tracker /
Part Advisor / Am I Running it Now?
1.1.2.3 Any parts in finished goods inventory: Part
Advisor / Do I have Any On Hand?
1.1.3 Quality Control will verbally notify sales of the
quantity being returned and with sales determine the order number the parts
were originally shipped against.
1.1.3.1 Vantage / Part Tracker / Part Advisor / Have
I sold it before?
1.1.4 If this is a blanket order and the customer needs
replacement parts the current active open blanket order will need a release
adjusted or a new release created for shipping to ship parts against.
2 Sales Department: "Opening an Order for Processing Return Parts"
2.1 Upon notification from Quality Control that parts are being
returned sales performs the following. Note if the customer is using a
special purchase order to receive back returned parts a new sales order must
be created otherwise we can just add a new line item to the original order
the parts were shipped under.
2.1.1 Vantage / Order Management / General Operations /
Order Entry, Create a new line item using the authorized return quantity.
(This is needed to create a RMA against so parts can be shipped back out
when reworked.)
2.1.1.1 SO: Enter the sales order number or use the
binoculars to look up the order number.
2.1.1.2 From the pull down menu under "Line" select "Add".
2.1.1.3 Part: Enter the part number or use the binoculars to
find the part.
2.1.1.4 Order Quantity: Enter the quantity of parts Quality
has authorized to return.
2.1.1.5 Unit Price: Enter the unit price of the part.
(Generally the same as other line items for this order.)
2.1.1.6 Need by: (Generally add 5 days from the date the
parts are expected back)
2.1.1.7 Ship by: (Generally add 5 days from the date the
parts are expected back)
2.1.1.8 Comment: Enter the JOB/LOT number with any
additional comments about the return.
2.1.1.9 Press "OK" to finished creating a new line item.
2.1.1.10 Notify Quality Control of the Order Number
and Line when complete.
3 Quality Control: "Creating a RMA record in Vantage"
3.1.1.1 Vantage / Shipping & Receiving / General Operations
/ RMA Processing.
3.1.1.2 Press "Add" next to the top section of the screen.
3.1.1.3 Enter the Customer Number or press the binoculars to
find the customer.
3.1.1.4 Debit Memo: Enter any customer debit memo reference
here.
3.1.1.5 RMA Date: Enter the date when parts were authorized
to be returned.
3.1.1.6 VB-FORMS: Press the VB-FORMS Button.
3.1.1.6.1 Contact Name: Enter the name of the
customer contact.
3.1.1.6.2 Contact Number: Enter the number of
the contact.
3.1.1.6.3 Customer Response: Check Yes if the
customer wants a response back.
3.1.1.6.4 Response Type: Fill in 8D or
Customer Format.
3.1.1.6.5 Ship Via: Enter the freight line
used to return the parts. (Request Class50)
3.1.1.7 Press "OK".
3.1.1.8 Press "Add" next to RMA details.
3.1.1.9 Enter the Order Number and Line number to return
parts against. (Created in step 2.)
3.1.1.10 Selling Return Quantity: Enter the
authorized return amount.
3.1.1.11 Reason Code: Select a reason code.
3.1.1.12 Comments: Notes: Press the "User/Date Stamp"
and enter the following:
3.1.1.12.1 Reason for return.
3.1.1.12.2 Job/Lot Number. (Helps when shipping
verifies return.)
3.1.1.13 Press "OK".
4 Shipping Department Material Handlers: (Receipt of Product from
Customer)
4.1 Check with Shipping Coordinator to verify that the return is
authorized by viewing RMA Tracker.
4.2 If authorization has been made:
4.2.1 Sign and Date packing slip.
4.2.2 Note the RMA number on packing slip. "sSc RMA#:
99999"
4.2.3 Weight count and note the quantity and job/lot
numbers on a separate piece of paper then attache to the packing slip.
4.2.4 Forward all paperwork, freight invoice (if any),
bill of lading, packing slip to Quality Control Manager or designee.
5 Quality Control Manager or designee: (Receipt of Return Shipment
Paperwork)
5.1 If the quantity variance is greater than 10% of the
authorized amount. Quality or Sales with the guidance of Quality shall
contact the customer and review/verify any quantity variances greater than
10%.
5.2 Perform the following in Vantage / Shipping & Receiving /
General Operations / RMA Processing.
5.3 Select RMA Processing then select the item you wish to
process by clicking on it.
5.4 Under the screen tab "RMA Line Receipts" press the "ADD"
button.
5.5 Verify the Quantity noted on the Return Shipment Paperwork
with the quantity in RMA Processing. Use the weight count noted by shipping
which maybe slightly different from the authorized quantity.
5.6 Warehouse: Uses "sSc Inspection Warehouse".
5.7 Bin: Use bin "Z-02 Quality Return Goods".
5.8 Lot: Press the binoculars button the "ADD".
5.9 LOT: Create a new lot using the original lot sequence
number, replacing the "V" with an "R" prefix.
5.10 Desc: Leave Blank.
5.11 Press "OK".
5.12 New Note: Press "User/Date Stamp" and enter any additional
or new notes about the return.
5.13 Press "OK".
5.14 Forward all Return Shipment Paperwork to Accounting.
5.15 Proceed with making a Disposition.
6 Quality Control Manager or designee: (Disposition) "Moving parts in
to inventory for processing or scrap"
6.1 Vantage Quality Assurance / General Operations / Inspection
Processing / RMA tab.
6.2 Stock Radio Button. "Move parts to Inventory" .
6.2.1 Double click on the RMA to process in Inspection
Processing.
6.2.2 Press "Add" to add a disposition.
6.2.3 Select "Stock" from the radio button set.
6.2.4 Quantity: Enter the receiving weight count quantity.
6.2.5 Warehouse: Select the "sSc Warehouse".
6.2.6 Bin: Enter the Bin location to move the parts.
(QC001 - QC Hold Area)
6.2.7 Inspected by: Select your name from the Inspectors
listed.
6.2.8 Press "OK". (This creates an INS-STK part record
and posts the parts to inventory.)
6.2.9 Proceed with step 6.5 below.
6.3 Job Radio Button.
6.3.1 Do not use this selection if moving parts to a "R"
prefix part. We will move the parts to inventory then create a DMR to notify
production control to create a "R" prefix job.
6.4 Reject Radio Button.
6.4.1 Do not use this selection if scrapping returns. We
want to move parts to stock, then create a DMR for all returned goods.
6.5 Closing RMAs.
6.5.1 Note if the weight counted receipt quantity is
greater than or equal to the authorized quantity when the parts are
DISPOSITIONED under INSPECTION PROCESSING the RMA will get marked as closed.
Formula: RECEIPT-QTY >= AUTHORIZED-QTY when DISPOSITIONED the RMA gets
CLOSED.
6.5.2 If the receipt quantity is less than the authorised
quantity to return perform the following under Vantage / Shipping &
Receiving / RMA Processing.
6.5.2.1 Double click on the Open RMA which you want
to manually close.
6.5.2.2 Check the CLOSE check box.
6.5.2.3 Press "OK".
6.6 Create a DMR using work instruction WI-6513-01.
7 Accounting Department: (Receipt of Return Shipment Paperwork)
7.1 Precessing a credit request.
7.2 Closing the RMA using the check box.
-----Original Message-----
From: Jim Horton [mailto:Vantage@...]
Sent: Friday, May 03, 2002 9:13 AM
To: 'vantage@yahoogroups.com'
Subject: [Vantage] ISO 9001 2000
I thought I'd give this request one more shot!!!
We are a Mold Shop, working on our ISO-9001-2000 and I have been to a 2 day
class. I'm looking for examples also for ideas on how the manual and forms
look like. Any Off-Line help would be greatly appreciated and confidential.
I've received some good help from the "Group", but I could use all the help
I can get at this point. I would like to meet the person who came up with
this idea of making my job so much fun by inventing ISO!!!
I am right in the middle of building a new server room and network from the
ground up. This I am enjoying... Please I'll take any help you can give.
Jim Horton
IS/IT
Mol-Son, Inc
Horton@... <mailto:Horton@...>
[Non-text portions of this message have been removed]
Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Your use of Yahoo! Groups is subject to http://docs.yahoo.com/info/terms/
Policy, Procedures keep general and less than a page.
Here is a sample Work Instruction for "RMA Processing" I thought I would
share.
I'm not finished with this one but it's about 90% complete.
Hope this helps. Feel free to cut/paste/use what you want.
Patrick J. Winter
Information Services Manager
sSc Specialty Screw Corporation
ISO9002;QS9000
TITLE
Processing Return Material Authorizations.
PROCEDURE
1 Quality Control Department: "Initiating a RMA (Return Material
Authorization) to a Customer."
1.1 The Quality Manager or designee authorizes parts to be
returned from a customer under Vantage / Shipping & Receiving / General
Operations / RMA Processing. You can verbally give the next RMA number to a
customer before processing is started by using the Vantage / RMA Tracker.
1.1.1 Quality Control or Sales shall obtain any or all of
the following information; part number, job/lot, order number, shipment date
and quantity to be returned from the customer requesting the return.
1.1.2 To help analyze the scope of the issue:
1.1.2.1 Any other parts in transit: Vantage / Part
Tracker / Transaction History (MFG-CUS, STK-CUS)
1.1.2.2 Any in process: Vantage / Part Tracker /
Part Advisor / Am I Running it Now?
1.1.2.3 Any parts in finished goods inventory: Part
Advisor / Do I have Any On Hand?
1.1.3 Quality Control will verbally notify sales of the
quantity being returned and with sales determine the order number the parts
were originally shipped against.
1.1.3.1 Vantage / Part Tracker / Part Advisor / Have
I sold it before?
1.1.4 If this is a blanket order and the customer needs
replacement parts the current active open blanket order will need a release
adjusted or a new release created for shipping to ship parts against.
2 Sales Department: "Opening an Order for Processing Return Parts"
2.1 Upon notification from Quality Control that parts are being
returned sales performs the following. Note if the customer is using a
special purchase order to receive back returned parts a new sales order must
be created otherwise we can just add a new line item to the original order
the parts were shipped under.
2.1.1 Vantage / Order Management / General Operations /
Order Entry, Create a new line item using the authorized return quantity.
(This is needed to create a RMA against so parts can be shipped back out
when reworked.)
2.1.1.1 SO: Enter the sales order number or use the
binoculars to look up the order number.
2.1.1.2 From the pull down menu under "Line" select "Add".
2.1.1.3 Part: Enter the part number or use the binoculars to
find the part.
2.1.1.4 Order Quantity: Enter the quantity of parts Quality
has authorized to return.
2.1.1.5 Unit Price: Enter the unit price of the part.
(Generally the same as other line items for this order.)
2.1.1.6 Need by: (Generally add 5 days from the date the
parts are expected back)
2.1.1.7 Ship by: (Generally add 5 days from the date the
parts are expected back)
2.1.1.8 Comment: Enter the JOB/LOT number with any
additional comments about the return.
2.1.1.9 Press "OK" to finished creating a new line item.
2.1.1.10 Notify Quality Control of the Order Number
and Line when complete.
3 Quality Control: "Creating a RMA record in Vantage"
3.1.1.1 Vantage / Shipping & Receiving / General Operations
/ RMA Processing.
3.1.1.2 Press "Add" next to the top section of the screen.
3.1.1.3 Enter the Customer Number or press the binoculars to
find the customer.
3.1.1.4 Debit Memo: Enter any customer debit memo reference
here.
3.1.1.5 RMA Date: Enter the date when parts were authorized
to be returned.
3.1.1.6 VB-FORMS: Press the VB-FORMS Button.
3.1.1.6.1 Contact Name: Enter the name of the
customer contact.
3.1.1.6.2 Contact Number: Enter the number of
the contact.
3.1.1.6.3 Customer Response: Check Yes if the
customer wants a response back.
3.1.1.6.4 Response Type: Fill in 8D or
Customer Format.
3.1.1.6.5 Ship Via: Enter the freight line
used to return the parts. (Request Class50)
3.1.1.7 Press "OK".
3.1.1.8 Press "Add" next to RMA details.
3.1.1.9 Enter the Order Number and Line number to return
parts against. (Created in step 2.)
3.1.1.10 Selling Return Quantity: Enter the
authorized return amount.
3.1.1.11 Reason Code: Select a reason code.
3.1.1.12 Comments: Notes: Press the "User/Date Stamp"
and enter the following:
3.1.1.12.1 Reason for return.
3.1.1.12.2 Job/Lot Number. (Helps when shipping
verifies return.)
3.1.1.13 Press "OK".
4 Shipping Department Material Handlers: (Receipt of Product from
Customer)
4.1 Check with Shipping Coordinator to verify that the return is
authorized by viewing RMA Tracker.
4.2 If authorization has been made:
4.2.1 Sign and Date packing slip.
4.2.2 Note the RMA number on packing slip. "sSc RMA#:
99999"
4.2.3 Weight count and note the quantity and job/lot
numbers on a separate piece of paper then attache to the packing slip.
4.2.4 Forward all paperwork, freight invoice (if any),
bill of lading, packing slip to Quality Control Manager or designee.
5 Quality Control Manager or designee: (Receipt of Return Shipment
Paperwork)
5.1 If the quantity variance is greater than 10% of the
authorized amount. Quality or Sales with the guidance of Quality shall
contact the customer and review/verify any quantity variances greater than
10%.
5.2 Perform the following in Vantage / Shipping & Receiving /
General Operations / RMA Processing.
5.3 Select RMA Processing then select the item you wish to
process by clicking on it.
5.4 Under the screen tab "RMA Line Receipts" press the "ADD"
button.
5.5 Verify the Quantity noted on the Return Shipment Paperwork
with the quantity in RMA Processing. Use the weight count noted by shipping
which maybe slightly different from the authorized quantity.
5.6 Warehouse: Uses "sSc Inspection Warehouse".
5.7 Bin: Use bin "Z-02 Quality Return Goods".
5.8 Lot: Press the binoculars button the "ADD".
5.9 LOT: Create a new lot using the original lot sequence
number, replacing the "V" with an "R" prefix.
5.10 Desc: Leave Blank.
5.11 Press "OK".
5.12 New Note: Press "User/Date Stamp" and enter any additional
or new notes about the return.
5.13 Press "OK".
5.14 Forward all Return Shipment Paperwork to Accounting.
5.15 Proceed with making a Disposition.
6 Quality Control Manager or designee: (Disposition) "Moving parts in
to inventory for processing or scrap"
6.1 Vantage Quality Assurance / General Operations / Inspection
Processing / RMA tab.
6.2 Stock Radio Button. "Move parts to Inventory" .
6.2.1 Double click on the RMA to process in Inspection
Processing.
6.2.2 Press "Add" to add a disposition.
6.2.3 Select "Stock" from the radio button set.
6.2.4 Quantity: Enter the receiving weight count quantity.
6.2.5 Warehouse: Select the "sSc Warehouse".
6.2.6 Bin: Enter the Bin location to move the parts.
(QC001 - QC Hold Area)
6.2.7 Inspected by: Select your name from the Inspectors
listed.
6.2.8 Press "OK". (This creates an INS-STK part record
and posts the parts to inventory.)
6.2.9 Proceed with step 6.5 below.
6.3 Job Radio Button.
6.3.1 Do not use this selection if moving parts to a "R"
prefix part. We will move the parts to inventory then create a DMR to notify
production control to create a "R" prefix job.
6.4 Reject Radio Button.
6.4.1 Do not use this selection if scrapping returns. We
want to move parts to stock, then create a DMR for all returned goods.
6.5 Closing RMAs.
6.5.1 Note if the weight counted receipt quantity is
greater than or equal to the authorized quantity when the parts are
DISPOSITIONED under INSPECTION PROCESSING the RMA will get marked as closed.
Formula: RECEIPT-QTY >= AUTHORIZED-QTY when DISPOSITIONED the RMA gets
CLOSED.
6.5.2 If the receipt quantity is less than the authorised
quantity to return perform the following under Vantage / Shipping &
Receiving / RMA Processing.
6.5.2.1 Double click on the Open RMA which you want
to manually close.
6.5.2.2 Check the CLOSE check box.
6.5.2.3 Press "OK".
6.6 Create a DMR using work instruction WI-6513-01.
7 Accounting Department: (Receipt of Return Shipment Paperwork)
7.1 Precessing a credit request.
7.2 Closing the RMA using the check box.
-----Original Message-----
From: Jim Horton [mailto:Vantage@...]
Sent: Friday, May 03, 2002 9:13 AM
To: 'vantage@yahoogroups.com'
Subject: [Vantage] ISO 9001 2000
I thought I'd give this request one more shot!!!
We are a Mold Shop, working on our ISO-9001-2000 and I have been to a 2 day
class. I'm looking for examples also for ideas on how the manual and forms
look like. Any Off-Line help would be greatly appreciated and confidential.
I've received some good help from the "Group", but I could use all the help
I can get at this point. I would like to meet the person who came up with
this idea of making my job so much fun by inventing ISO!!!
I am right in the middle of building a new server room and network from the
ground up. This I am enjoying... Please I'll take any help you can give.
Jim Horton
IS/IT
Mol-Son, Inc
Horton@... <mailto:Horton@...>
[Non-text portions of this message have been removed]
Useful links for the Yahoo!Groups Vantage Board are: ( Note: You must have
already linked your email address to a yahoo id to enable access. )
(1) To access the Files Section of our Yahoo!Group for Report Builder and
Crystal Reports and other 'goodies', please goto:
http://groups.yahoo.com/group/vantage/files/.
(2) To search through old msg's goto:
http://groups.yahoo.com/group/vantage/messages
(3) To view links to Vendors that provide Vantage services goto:
http://groups.yahoo.com/group/vantage/links
Your use of Yahoo! Groups is subject to http://docs.yahoo.com/info/terms/