SPECIAL OR pROCESS

[jimm]

I would like to know everyones process for specifying, creating, ordering , receiving, notifying Serv. Advisors of Special Orders. What we are doing now is;
Specifying Price and Availabilty to Tech
Tech notifies the Advisor with the Part#s and Prices & Avail (P&A).
The Service Writer fills out an "Old" 3 Part SOR form with part#s from the P&A we gave to the Tech. and tells us if the part is needed overnight or not.
The Service Advisor Keeps 1 copy of there Manual Form. We create a Digital SOR on the RO. or on a Manual Digital SOR with the Customer Info and Part#s.
We attach that SOR to the Serv. Advisors OLD 3 Part form.
We order the Part
We receive the part and then notify the Advisor by giving them a copy of the SOR letting them Know the Part has arrived
The Advisor calls and makes the Appt. with the customer or notifies the tech the part is in.

The advisors used the Old 3 part SOR Form, so that they have something letting them know they ordered the part and to check up on B.O. parts, and they want another copy back letting them know that the part is in.

What i dont like is that the Serv Adv. is ordering the parts off of the sheet we give to the Techs. Sometimes they order the wrong number or we dont tag or pull the parts we DO Have because the Serv Advisor doesnt put it on there order request. they only put the parts we dont have on hand. I dont care about there old 3 part SOR formbecause i still create an Electronic SOR on the RO .
The Serv Adv. doesnt turn in our original estimate because they make notes of Labor times and prices . They dont want it to get lost and want to keep it for there records

[Zep33]

That sounds like a lot of extra work.

What DMS are you on?

As far as getting the parts looked up, priced and ordered, we use the back of the RO. Tech writes his list, we price and check availability, either write IS or NIS and how long the NIS parts will take to get. The service writer highlights what is sold with a flourecent highlighter and we pull/order whatever is sold. We have a "parts ordered" stamp for the front of the RO that's signed/dated by the parts advisor. I have considered making a form for price, part # and availability that can get stapled to each RO but haven't gotten around to it yet. They do use a similar form like that for used cars but we don't use it for the rest of the jobs.

When the parts come in, we print off either a screenshot or the original SOR receipt Automate creates and write "parts are in" and give to advisor. They can use the system to check on special orders but they're too lazy and just wait for us to tell them the parts are in.

When we were on Reynolds, we would just print 2 screenshots of the RO showing the parts, attach one to the parts and give one to the advisors.

[erikw]

We are on ADP and print an RO quote when parts are requested by a tech. The service advisor sells the job and we just roll the quote on to the repair order to order parts. Parts department calls, emails, texts, etc. customer as soon as the order is checked in to make an appointment. Parts calls customer every seven days until customer makes an appointment. Parts handles getting the customer back in so the service advisor is free to sell more parts. If the car was held overnight, the part is rolled onto the RO and place in the corresponding pre-pull bin awaiting tech pick up or delivered to the tech's bay whenever possible.

[MovingForward]

Zep,

If you want a form as such I will send you a copy of what we use. Let me know a email address and I will fire it off to you.

[TimK]

We are on ADP and print an RO quote when parts are requested by a tech. The service advisor sells the job and we just roll the quote on to the repair order to order parts. Parts department calls, emails, texts, etc. customer as soon as the order is checked in to make an appointment. Parts calls customer every seven days until customer makes an appointment. Parts handles getting the customer back in so the service advisor is free to sell more parts. If the car was held overnight, the part is rolled onto the RO and place in the corresponding pre-pull bin awaiting tech pick up or delivered to the tech's bay whenever possible.

Do you handle all of the service appointments or just the ones for SO parts?

[cville1987]

We have preprinted, tear of parts requisition sheets that the techs write the RO#, date, last 8 of the VIN and then what they want, quantity and what line they are on, the form also has W, C, I, EXTW for them to circle so we know what price to put. We price it all up, put next to each line where it is coming from and if we don't have the item we also circle the quantity so the advisors can see quickly if we have it or not. The tech takes the req to the advisor and then the advisor brings it back to us with what they don't want scratched out. Every morning at 10 a report prints for each advisor so they can see what is here and what isn't. It's been working for years. All parts get ordered on the RO so everything is tied to the advisor and the customer. We also order on appts, but they rarely use them here.

[erikw]

TimK,

We only handle the SORs. At 8:00 am we call ALL customers for parts receipted that morning. After the initial calls are made, we call any customers that have had a part here for seven days that has not picked up the part or does not yet have an appointment. We keep calling every seven days until we get an appointment.

[Denise Trimble]

We have AutoSoft DMS, no frills like ERO. The SOR function does not work for us, for many reasons. I am guessing most of you have this issue with SORs in Service, mainly. So my response is for those parts ordered for Service Dept. customers.

The parts are quoted with all the info written on the back of the RO hard copy. The Tech let's us know wheather they need the RO back, or which Advisor to give it to.
The Advisor makes their labor notes, etc. on the RO as well, and gives it back to the Tech to bring over to us, or brings it over himself.
We order parts, (KEEP THE RO if the vehicle is staying here, so we can bill out & deliver parts to the Techs) and in doing so, write the order on a page I copied from GlobalConnect by printing the order entry page from EPIC.

Once parts are in:
We give the advisors a dated list of information each day to help THEM schedule the customer:
Customer name & number
Part description
Phone number,etc.

IT IS THEIR JOB TO SCHEDULE CUSTOMERS FOR THEIR TECHNICIANS!

Then every 15th of the month or so, we go through SOR parts still in stock, and make a list of them, in the same manner as above, including the date received this time. Our guys have been pretty good about getting the customer back in.

[Ironchild]

We are on ADP Websuite 2007 and utilize the SOR functions to order the parts but we also use a 4 part order card. Being a small dealer it is easy to keep track of. Below is our special order process we had to document for some factory audit:

"The Parts Department utilizes a 4 part order card. When approval to order parts is given, the Parts Department fills out the customer and parts information on the card and the yellow copy is given to the Service Department to notify them the parts have been ordered. The Service Department files that copy in an alphabetical folder system. The Parts Department retains the rest of the 4 part order card in a similar alphabetical file. When the parts arrive to the dealership and are inspected and inventoried, the white copy of the card is attached to the parts and they are placed in the customer hold bins. The remaining hard copy of the card is filed by the Parts Department. Service is then given the pink copy of the card which signifies that the parts have arrived and the customer needs to be contacted for an appointment. Service notates on the pink copies of the date and times they have contacted the customer and also writes the date of the appointment on the pink copy once that is set."

This system has been working quite well for us. If there are a lot of part numbers we usually just do a screen shot instead of writing them all down on the card to save time. This way everyone can see that parts were ordered, what parts they are, and when they have arrived. the color of the slip is always the same-yellow when part is ordered, pink when part has arrived. When attached to the repair orders it's easy to tell what is going on. Service has the capability of looking in the system to check the status of parts orders (SPI) but trying to train them to do something new it like...well....we'll just leave it at that.

[jimm]

We are on ADP. one of the problems we have is this, ''''''the techs send there Parts Request through ADP to the Parts Printer. We Specify and Price the Parts on that Parts Request. The tech takes it to the service advisor. then the Service advisor just writes down the Part# that is not in stock onto a 3 part sor form and keeps 1 copy so they know they ordered the part. We give them back the hard copy when the part comes in. The Problem is that they sometimes write down the wrong Part# or dont inclue the parts that are in stock. Ialso think some specifying mistakes can be caught if we were given back or had a copy of the original parts request with all the work and Part#s on.
I wish there was some way that ADP could print a 2 part Parts Request form So we could keep a copy