Glossary for Serviceacknowledgment sheet A letter about a service order that is planned to be carried
out, used to inform the business partner. For this purpose, a user-dependent
layout (template) can be defined in the Service Order Parameters (tssoc0100m000) session. activity group A user-defined category created to group reference activities
or planned activities, based on their common features. Example A group of assembly activities. activity set Group of service order activities, work order activities, or
planned activities. actual problem The real problem as determined by the service/support engineer. actual solution The definitive solution as determined by the service/support
engineer, which solved the actual problem. allocated calls The number of calls for service activities that were performed
but that have not been financially approved in Service Order Control. allocated call units The number of call units for service activities that have been
performed but which have not been financially approved in Service Order Control. allocated costs The sum of costs due to service activities that have not been
financially approved in Service Order Control, expressed in the home currency. Example
allocated discount The sum of discounts derived from service activities that have
not been financially approved in Service Order Control, expressed in the home
currency. allocated distance The total distance for service activities that were performed
but which have not been financially approved in Service Order Control. allocated hours The number of hours that were spent on service activities but
that have not been financially approved in Service Order Control. allocated quantity The quantity of material used for service activities which has
not been financially approved in Service Order Control. allocated sales The sum of the sales amounts due to service activities that
have not been financially approved in Service Order Control,
expressed in the home currency. Example
allocated visits The number of visits that were performed for service activities
but which have not been financially approved in Service Order Control. answer The reply a customer gives to a question asked by the support
person who attempts to diagnose the call. You can list the answers to diagnose
subsequent incoming calls. You can enter a diagnostic tree to structure
questions and the corresponding answers in order to find the expected problem
and expected solution(s). appointment sheet Appointment sheets can be printed if in the order header it is
stated that an appointment has been made. This letter can be sent to the
business partner. For this document a template can be defined in the SOC
parameters. as-built structure The actually built structure of a product including the serial
numbers. assembly Components that are built together and form a unit on which
maintenance can be done. assignment A short message, entered by a field engineer, which informs the
planner or dispatcher as to whether the field engineer can be
paged. ATP The item quantity that is available to be promised for a
customer either immediately, or at a specific time in the future. ATP check A check on the quantity that can be promised to a customer
based on the allowed demand. The main purpose of the ATP check is to reserve a
certain quantity of the spare part or item. attribute A field of service order, work order, or planned activity in
the context of group planning. Example Installation Group. attribute value The field value of an order. Example Floor
K1 Automation Server Automation Server provides the bridge between the LN application and any
Windows application running on the Microsoft Windows platform. This enables you
to use the functionality of, for example, Microsoft applications such as Word,
Excel, and Outlook, with LN applications. average usage factor A factor that expresses the average use of a configuration. bad fix A call from the same customer about a previously solved problem
regarding the same item. blanket agreement A high level agreement that describes the terms and conditions
applicable for the item for which service is provided by a third-party
organization. After the blanket agreement is defined, the details will be provided to the organization for which items must be subcontracted. The blanket agreement can become the basis for a subcontract agreement. blank service order sheets A document that a service engineer uses to register the service
order, the service order activities and the requirements when a service order
is not yet created. A blank service order sheet can be booked in LN later as a formal
service order. This can be used, for example, when during a night shift of 24 hour service, the service engineer is directly informed by a customer about a malfunction. He will then solve the call at once, while an office worker will enter the related service order (activity) in LN the next (working) day. blocking reason The reason why a call or an order cannot be processed
(temporarily). Calls or orders can be blocked for one or more of the following reasons:
BP identification A serial number, specified and used by the item's owner as an
alternative to the item's manufactured serial number. BSS Infor Service Scheduler, a graphical planning
tool used by dispatchers to assign service orders and/or activities to service
engineers. budgeted costs The estimated cost that will be incurred while servicing items.
The amount is expressed in the home currency. budgeted discount The sum of the discounts that are associated with the indicated
service type or cost type. The amount is expressed in the currency chosen in the contract header. budgeted sales The expected sales amount from providing services under this
contract. The amount is:
business partner priority factor The business partner priority divided by 100. call A question, complaint, or malfunction that is communicated to
the party responsible for the service or maintenance of the item concerned. call group A category used to group calls for selection purposes. call-out charge The fee that the sold-to business partner (customer) must pay
when a service engineer visits the installation group's location to carry out
service or maintenance. call-out charge The combination of the mileage costs and the engineer's costs.
If a callout charge is defined, it is used in place of these separate costs,
and the travel sales amount is made equal to it. call priority Depending on the assessment of the malfunction consequence, a
support employee assigns a particular priority to the call. CBM ceiling amount The agreed limit up to which the costs are covered by the
contract, quotation, order, or warranty. change method The manner in which the item structure is changed: replace,
remove, or install an item. change order Orders that are used to record, approve, and carry through all
kinds of changes. For example, a change order can be related to engineering matters or to business processes. checklist Lists the points to which the service engineer must pay
attention during the execution of a service activity. Checklists are used to
group specific checks so that more than one check can be defined for a
reference activity. According to the answers expected from the check, space is
provided when printing the document related to the service order. checks by checklist A number of specific checks which you define for a checklist.
You can link the checklist to a reference activity, so when a service engineer
executes the service activity they must carry out and fill in the checks listed
on the checklist. child object A child object is part of a parent object, and is linked to
this parent object through an object relation. condition-based maintenance Preventive maintenance that takes place if a required
measurement does not meet the specified norm value. Acronym: CBM condition based measurement type A condition based measurement type measures a state/condition
of an item. Example profile of a tire, acid level in fluid. The condition based measurement type
can be either numeric or alphanumeric. configuration The identification of a set of serialized items on which
service and maintenance activities can be carried out. configuration An installation group of items that share the same location or
customer. For example, a configuration could consist of all items that are controlled for a specific customer, or all items that are in the same location. Grouping items into a configuration enables you to maintain them collectively. configuration activity trigger The initiator that indicates the moment on which the reference
activity for the installation must be carried out. configuration structure The relationships among items in an installation group. configuration type The type of the configuration. configuration version The current status of the configuration's structure. This can
be useful for history purposes. Structure changes within a certain
configuration, to which an active contract applies, take place under a new
configuration version. No new configuration version is generated for changes on the component level (item). constraint A predefined condition for a configuration to perform a certain
activity. For example: If a battery check must be carried out, the constraint
is that the external power must be switched off. consumable item Materials that are used during service or maintenance of an
item. These materials do not appear in a physical breakdown or item breakdown.
For example: Lubricants. contract coverage The method indicating how the service order costs are covered
by the contract. contract discount scheme If services or terms of a warranty overlap with the services of
a contract agreement for an item, a discount or reduction in terms on the
contract price can be offered. The discount scheme defines the contract's
discount percentage during the period when the warranty is valid for the item.
This enables you to include an initial warranty period during which no invoices
are sent to the customer. You can also use a discount scheme independently from
a warranty, for example, if you agree on a once-only discount with the
customer. contract duration The period of time over which the contract runs. The contract
duration is defined by a numeric value in combination with a period unit, for
example 2 Month. contract history The information stored for a particular contract. contract installment Period over which the contract revenues (installment amounts)
and the forecast contract costs are distributed. Contract installments are
defined by year and contract. contract quotation A quotation to a business partner for the provision of a
service contract. contract-quotation documents The documents that are printed in the Print Contract Quotation Documents (tsctm2400m000) session. Two types can be printed:
External document This type of document is used to print the actual documents that must be sent to the business partner. The status of the quotation is changed to Printed, at which point the details become fixed and changes to the quotation terms are prevented. Internal document This type of document is used to print a copy for internal use of the actual document that must be sent to the business partner. The status of the quotation is unchanged. Example
contract quotation header The contract quotation header contains all the data that is
entered in Contract Quotations (tsctm2100m000) session. contract renewal Changes to service contracts that are the result of a new
duration period. contract sequence number The number used to identify the cost term of the coverage term.
The default step size is 10. contract template A standard set of contract terms and conditions. A template can
be used as a basis for contract quotations and service contracts. contract template header The contract template header contains all the data that is
entered in the Contract Templates (tsctm0150m000) session. contract type A way of categorizing contracts based on similarities and
shared characteristics. Each contract type is identified by an alphanumeric code of up to three characters. corrective maintenance The maintenance that is carried out to restore an item to a
serviceable condition by fixing a known or suspected malfunction and/or defect. cost-covering method A method that determines how the costs of the service order are
covered by the service contract. The following cost-covering methods are available:
cost currency The monetary unit in which the standard cost is expressed. cost lines An estimated or actual cost line that represents the costs for
materials, labor, or other that is required to carry out an activity. cost terms A detailed specification of a coverage term. cost type Categories that are used to register the type of costs. Cost
types enable you to have a more detailed view of the source of costs. counter interval The time span between two maintenance moments. This interval is
expressed in a usage-related unit, for example, operating hours, kilometers.
The actual moment of maintenance is when the counter norm-value is
reached. counter measurement type Measurement based on a counter that can be decreasing or
increasing. Example Mileage and Machine hours counter on meter The last known value on the meter. This is applicable for
counter based measurement types. This must be a separate counter, because a
meter can be replaced and there can be a difference between meter value on the
meter and the counter value. counter reading The reading on a configuration's or serialized item's counter. counter reading group A group of counter readings. The counter reading group is used
to default the counter reading information for a serialized item. This group
can be linked to a service item or service item default and when a serialized
item is created, the counter readings are copied from the counter reading
group. counter readings A combination of a measurement type and position that is linked
to a serialized item and holds information such as counter value. counter start date Date when the counter value is started with counting or when
the item is in use. counter type A general characterization of a measurement on a configuration.
For example, the production hours of a machine or the flight cycles of an
airplane. Counter types that are linked to an average usage factor unit enable
you to plan maintenance activities for a configuration. counter value Preventive maintenance takes place at a constant interval. This
interval is expressed in a usage-related unit, for example, operating hours,
kilometers. The actual moment of maintenance is when the norm value of the
counter is reached. Example A car that must be serviced every 20,000 km. counter value The summarized value of all measurements performed for a
numeric measurement or the last known measurement of an alphanumeric
measurement. coverage A classification of the activities and costs related to a call,
according to the terms that have been defined in the contract. coverage lines Lines that store the information on the costs incurred, amounts
to be invoiced, and the amounts covered by the applicable contract and/or
warranty. Most coverage lines are added through the maintenance sales order
process, but can also be manually entered. coverage phases A coverage term can be phased in time or it can be made
dependent on the counter value of an item. It is possible to specify for each
phase another covering method. coverage-term number For a service type / term type combination, this is a unique
sequence number. Default value of step size: 10 Note The default value can be changed if required. coverage terms A coverage term stores agreements on the duration, the cost
covering method and the costs of these agreements. This can be created for (a
combination of) a service contract (quotation), installation group, coverage
type, term type, or sequence number. The cost amounts and sales amounts of the term are also stored. The defined coverage terms are valid for the entire duration of the service contract. It is also possible to phase these terms, depending on time or on the value of the main counter of a counter model. The coverage terms can be further specified in the so-called cost terms. coverage type A financial classification that indicates to what extent work
is covered under warranty or contract, and what part of the activities can be
charged. covered calls The number of calls that are covered by the contract or
warranty. covered call units The number of call units that are covered by the contract or
warranty. covered hours The current total of the hours spent on service activities. covered quantity The quantity of an item covered by the contract. covered time The time that the contract covers. covered visits The number of visits covered by the contract or warranty. credit review period Within this period the invoice-to business partner must pay his
invoices. This can be seen as a so-called overdue invoice period. critical resource The resource on which the continuity and progress of (planned)
maintenance activities depends. CTI Acronym of Computer Telephony Integration.
Combining data with voice systems in order to enhance telephone services. For
example, automatic number identification (ANI) allows a caller's records to be
retrieved from the database while the call is routed to the appropriate party.
Automatic telephone dialing from an address list is an outbound example. customer priority An alphanumeric code that identifies the priority of a
customer. cycle item A components that circulates between configurations,
maintenance shops, and warehouses, depending on the demand and the component
being serviceable or not. default item data Item data that is the same for a range of items. deferred call Either of the following: A non-blocked call with status Registered for which the current time is past the
registration time plus time fence specified in the Call Parameters (tsclm0100m000) session; A non-blocked call with status Assigned for which the current time is past the assigned
time plus time fence specified in the Call Parameters (tsclm0100m000) session. Note Deferred calls use a 24 hours calendar. deferred emergency service order A released emergency service order that has not been attended
by a service engineer within the order escalation time as defined in the Service Order Parameters (tssoc0100m000) session. delivery type Indicates how the material that is required to carry out the
activities, must be delivered, or what will happen to the defective item. dependent norm value The dependent norm value determines the moment when maintenance
is required for an item in a configuration.
Example (CV): If a car must be inspected every 20,000 km, the first norm value is 20,000 km, the second 40,000 km, and so on. dependent variable A unit of measurement, which together with a norm value (and
start value) determines when maintenance activities must be carried out. depot repair Repair that is carried out in a repair shop. detailed maintenance planning Planning of the lowest level activities included in the
activity aggregation relationships. diagnostic tree An information structure that matches questions about a
customer's problem, to a list of related answers. To each related answer you
can link an expected problem, an expected solution, or a follow-up question. The use of a diagnostic tree enables:
distance zones With the help of distance zones users can specify traveling
costs. A distance zone can be divided in several zone classes. downtime The time during which an item or product is not available for
use by the customer. This value is used in service contracts with an uptime
agreement. downtime ratio The percentage of an activity's duration that an item will be
out of operation when the activity is carried out on the item. The downtime
ratio can be used for internal maintenance to determine the work-center
capacity. For the percentage of the activity's duration, the capacity of the
work center is reduced. effective date Depending on its context, an effective date can be the first
day on which a contract quotation is valid, the first day on which a service
contract is active, or the first day on which you can use a template for
quotations or contracts. The effective date often includes the effective time. effectivity period The number of days a contract quotation is valid. efficiency rate The number of service employees required to carry out an
activity or a task. You can calculate the duration of the reference activity
based on the efficiency rate. emergency A call that requires immediate action and for which a service
order is generated to inform the field service engineer. end date The last date on which the terms are valid. It is displayed
when the contract status changes from Free to Active. Note
escalated call Depending on the time agreement with the customer, one of the
following: A non-blocked and non-waiting call with status Registered or Assigned for which the current time is past the reaction
time; A non-blocked and non-waiting call with status Registered or Assigned for which the current time is past the solution
start time; A non-blocked and non-waiting call with status Registered, Assigned, In Process, or Transferred for which the current time is past the
solution finish time. escalated call A call that is registered or assigned, but for which no action
was taken within the contract or warranty response time. execution finish time The time at which the support engineer plans to finish working
on the call. execution start time The time at which the support engineer plans to start working
on the call. expected maintenance moment Moment when maintenance must be executed on the
item. expected problem The problem as assessed and classified by the support engineer. expected solution The solution to the expected problem as determined by the
support engineer. expiry date Depending on its context, an expiry date can be: The last day
on which a contract quotation is valid. The default expiry date for a quotation
is the quotation date + effectivity period of quotations [days], as set in the Service Order Parameters (tssoc0100m000) session; The last day on which a service
contract is active. After this date it becomes expired; The last day on which
you can use a template for quotations or contracts. Note that the expiry date
often includes the expiry time. expiry date Depending on its context, the last day on which the contract
quotation is valid or the last day on which the service contract is active.
After this date it is expired. expiry warning period The number of days warning that is given to the service
organization of the contract that is ending. LN uses the expiry date
when service contracts that are about to expire, are printed. external maintenance Preventive maintenance (PM) activities of an item done by a service engineer at
the customer's site. This activity is defined in a contract. external problem Corrective maintenance carried out on an item done by a service engineer at
the customer's site. external service-order documents External service order documents include announcement sheets,
appointment sheets, and repair reports. Failure Analysis Failure Analysis is defined as gathering up-to-date historic
data related to confirmed failures and this data is used to understand the
previous occurrence of failures. field change order (FCO) An order to collect and modify, repair, or replace an item (for
example, a product recall). You can apply the order to one or more customers.
The order can be created by marketing, sales, or manufacturing. field change order object lines A field change order line specifies the serialized item that
must be modified by the field change order (FCO), and the sold-to business
partner who owns it. If a service order has been created for the FCO, the
service order's number is displayed on the FCO line. follow up The follow-up activity required based on the maintenance
trigger. Based on the maintenance trigger following decision can be taken for
the notification.
follow-up activity The activity that must be carried out if the measured value of
the inspection-measurement does not meet the norm value. follow-up order An order that is triggered by another order. forecast requirement factor The factor that measures the probability that the resource is
required. functional breakdown A multilevel or single-level display of a configuration's
functional related components, elements and serialized items. functional element A grouping of exchangeable items with identical functions.
Functional elements can be used in item breakdowns, physical breakdowns, and
reference activities. Example When a maintenance activity is defined for a configuration, a functional element can be specified. This way, the activity applies to all items covered by that functional element, and multiple, identical reference activities for similar items are avoided. functional failure The configuration or part of a configuration fails to meet its
function. GBF global maintenance planning Long-term maintenance planning on a high level of activity
aggregation. GM See: gross margin graphical browser framework A tool that is used to display a hierarchical structure in the
form of a tree. Often, this tool also enables you to perform drag-and-drop
operations. Example: To display a breakdown structure. Acronym: GBF graphical planning board A table that graphically illustrates a planning. gross margin The difference between the sales amount and the standard costs
against standard costs. How the gross margin is calculated depends on the setting of the Margin Base field in the Service Order Parameters (tssoc0100m000) session. Acronym: GM group A group of activity sets. header data The general information of a service contract, a service
contract quotation, a service order or a service order quotation. The header
data can consist of descriptive, business partner, financial, invoice, and
duration data. help desk A direct support center, staffed by maintenance engineers who
solve customer's questions and problems. incidental changes A type of service contract change that results from adding or
removing items, or from adding, removing, or changing coverage terms and/or
cost terms. included This indicates whether the term is included (or covered) in the
contract. If the term is not included it must be invoiced. independent variable In the case of counter values (CV) , the measurement type's independent variable of a will be of type
time. In case of predicted inspections (PI), it can also be usage related. Example A tire has two variables: the number of kilometers traveled, and the depth of its tread. Each kilometer traveled by the tire decreases its tread depth. In this case, the independent variable is the number of kilometers traveled by the tire, and is usage related. The dependent variable is the tire's tread depth. indexation To raise or to lower contract prices by means of a user-defined
percentage. Infor Mobile
Service An optional, remote extension to Service, Infor Mobile Service is
an off-the-shelf, fully configurable, mobile field service automation
application based on the client-agent-server architecture. By means of wireless
mobile networks or landline dial-up, the field service engineer, who uses Infor Mobile Service,
has access to information resources that are available in Service. initiating work order The work order from which the current work order is derived. in-line maintenance Maintenance activities that are carried out during operational
use (between actual usage) of a configuration. In-line maintenance is carried
out on location. inspection A specific activity that is carried out to determine the
condition and the status of a (part of a) configuration or process. Inspection
activities can be based on inspection norms that are specified in documents.
The inspection activities and inspection intervals are specified in the
maintenance program. inspection The actual inspection that takes place. inspection report A report that can be used to register the measured values on an
item in case an inspection must be carried out. inspection templates A set of measurements that you must carry out on items during
an inspection. Inspection templates include the norm values that trigger the
reference activities. If an inspection is carried out and the norm value that
is defined for the dependent variable is exceeded, one or more reference
activities must be performed. installation The list of (serialized) items that belong to an installation
group. installation Item on the highest level in the configuration structure. The top item can be defined as an item or as a serialized item. The top item has only child relations and no parent relations. installation activity A reference activity that is part of a maintenance program to
configure the installation group . installation group A set of serialized items that have the same location and are
owned by the same business partner. Grouping serialized items into an
installation group enables you to maintain them collectively. installation group availability Indicates the time that the installation group is available for
servicing or maintenance. installations A unique object that can consist of a number of separate
components. These components can have their own serial numbers. Installations
are defined by making a description, by assigning the installation to an
installation type, and by recording the location. installment template A template specifying an invoice method, the interval between
two installments, the installment variant and the method in which the number of
financial periods of an installment should be specified. The template can be
used in contract quotations and service contracts. internal maintenance The maintenance activities carried out on internal production
devices. internal problem The corrective maintenance carried out on an internal
production device. invoice interval A limit on the amount of time that a customer can be billed
from the total amount of time spent solving the call. Note
item A standard maintenance item. item breakdown A standard item's list of constituent components. The item
breakdown can be displayed as a multilevel structure or as a single-level
structure, and can be used as input for a physical breakdown. item category A classification by the item's form, fit, and function. ITU Acronym of International Telecommunications
Union. Formerly the CCITT (Consultative Committee for International
Telephony and Telegraphy), the ITU is an international organization founded in
1865 and headquartered in Geneva that sets communications standards. job quotation A written proposal to a business partner for carrying out a set
of maintenance activities. job sheet In Infor Mobile Service, a list of service order
activities that are lined up for the service engineer. labor rate The labor rate code, defined in the Labor Rate Codes (tcppl0190m000) session in People. A sales rate and cost rate can be specified in
this labor rate code. You can assign labor rates on a wider scale to, for example,
In the Service Order Parameters (tssoc0100m000) session, default labor rate search paths can be set for the following:
labor requirements by planned activity The tasks and/or service employees that are required to carry
out an activity on an item. labor requirements by reference activity The tasks that are required to carry out an activity on an
item. The labor requirements are used to plan the available capacity of labor
(versus manpower). It can also can be used as a reference for quotations. labor type The classification of work performed, and the time of day at
which the work is performed (either normal working hours or overtime). Based on
the kind of work and the hour type, you can use labor types to specify
surcharges so that LN can
calculate the actual labor costs in People. life cycle The item's economic lifetime. location A physical, recognizable area in a maintenance shop, a service
department, or a work center where parts are temporarily stored. Inbound and
outbound handling is not registered in LN. maintainable quantity The number of maintainable items/parts which must be repaired
on the work order. maintained quantity The number of maintained items/parts which went successfully
through one or all steps of the work order process. maintenance The actions required to restore an item to its serviceable
condition. This includes inspection, modification, repair, overhaul, and
servicing. maintenance activity The smallest unit of work that form the base for all
maintenance to be carried out. maintenance contract A document that is used to register long-term agreements
between a maintenance company and a customer. Such a document outlines the
maintenance activities that are carried out on configurations. The contract
also covers the agreed prices and discounts. maintenance document A document that is required to restore an unserviceable item to
the serviceable condition. For example Component Maintenance Manual (CMM) or an Overhaul Manual (OM/OHM). maintenance event A set of maintenance activities on a high aggregation level
that can clearly be distinguished in time. maintenance notification A notification that is generated based on a measurement and a
related maintenance trigger. maintenance order A schedule of maintenance activities. maintenance planning The list of activities planned for serialized
items/installation groups for the purpose of long term preventive maintenance. maintenance program A list of recurring maintenance activities that are prescribed
and approved. maintenance sales order Orders that are used to plan, carry out, and control the
maintenance on customer-owned components, products and the logistic handling of
spare parts. maintenance sales order lines Lines that store all details of the items that must be
maintained, loaned, replaced, delivered, or received. maintenance trigger The trigger for maintenance that must be performed for an item.
This is linked to a measurement. When maintenance is triggered, a maintenance
notification is generated. maintenance trigger set The set of maintenance triggers that is used to trigger
maintenance notifications during measurements. master routing A set of operations that can be carried out. The reference
activities based on which operations are added to a master routing, must have
the same characteristics, such as item, functional element, and service
department. Example All the inspections, tests, cleaning activities, assembly activities, disassembly activities, and repair activities that you can carry out on an engine. material management The control of the serviceable and unserviceable components
flow in a shop maintenance environment. material requirements by planned activity The required materials to carry out an activity on a specific
item or serialized item. This data can be used for the replenishment orders of
new items. Mean Time Between Failure The average time interval between failures of a repairable
product for a defined unit of measure. For example: operating hours, cycles,
kilometers, or miles. Acronym: MTBF Mean Time To Repair The average time interval between the moment a failure is
registered and the moment that the failure is solved. For example, the failure
is registered by means of a call and is solved by means of a service order. Acronym: MTTR measurement A standard measurement that consists of a measuring quantity
and a measuring characteristic. The determination of the value of a certain
dependent measuring quantity of an item in a specific situation. measurement The actual measurement that takes place. measurement type A particular measurement that is used to determine the value of
an item's variable (measuring quantity) in a specific situation. Example: Tire tread
depth. measurement type Kind of measurement that must be done. Example measure profile,
acid level, mileage. measurement unit Units used to express measurements. The unit can be
user-defined or selected from the list of units in Common. measurement unit Unit of the measurement. Example Kilometers, Hours, Millimeters and so on. measuring quantities A measuring quantity is a measurable (physical) variable that
identifies the units of this variable. For example: pressure in kPa. Measuring
quantities can be used to define measurements. Example The measurement exhaust temperature interval results in a value of the measuring quantity temperature in Celsius. modification Activities that are carried out on the operation of a
configuration or on a part of a configuration. modification directive Documents that specify the requirements for technical or
operational improvements on configurations. These requirements can affect
certain maintenance activities. MTBF MTTR See: Mean Time To Repair multilevel breakdown A lists of components on all levels. offline/online indicator An indicator that specifies if a configuration can be
maintained during operations, during standstill, or during both operations and
standstill. offline maintenance Maintenance activities for which the configuration is taken out
of active operation to carry out maintenance. on-condition maintenance A primary maintenance policy in which repetitive inspections or
tests are carried out to determine the condition of the units, systems, or
portions of a structure with regard to continued serviceability. If the item's
condition falls outside specified values, corrective action is taken. operation A step in a master routing. Based on a reference activity, an
operation is identified by a unique sequence number. operational schedule A scheme that specifies the use of a configuration for
operational and maintenance purposes. order escalation time The period of time after which a released emergency service
order will be treated as a deferred emergency service order. For an emergency
service order not yet attended by a service engineer, when the order release
date/time plus the order escalation time occurs in the past, that order is
treated as a deferred emergency service order. The list of such orders can be
viewed using the Deferred Emergency Service Orders (tssoc2502m000) session. order procedure Classifies the nature of the service activities that are
required. In Service two
procedures are predefined: Normal and Emergency. other All service activities that are not covered by the following
service types: help desk, internal problem, external problem, internal
maintenance, external maintenance, depot repair, and claim processing. other requirements by planned activity All other requirements (such as, tooling, traveling, and
subcontracting) for carrying out the activity on the item. other requirements by reference activity All other requirements needed to carry out the activity. The following requirements are predefined:
overhaul All the maintenance and service activities that must be carried
out on a component to make it serviceable again. paging A messaging system, where short messages are sent by dialing a
phone number and putting in a message. The message, which is received using a
pager or another paging-enabled device, can either be a numeric code or a text
message. In Service, paging
is used to inform the field service engineer of the service order to be carried
out. physical breakdown A serialized item's composition and structure, defined by the
parent-child relationships of its constituent items. The physical breakdown can
be displayed in a multilevel structure or a single-level structure. planned activities The fixed moments on which preventive maintenance, by means of
planned activities, must be carried out on serialized items/installation
groups. Service maintenance planning shows the demand of service activities in
the long term and can be used as input for the service order
procedure. position The point where the measurement is performed. Example Measuring profile of a tire, specify Left Front/ Right Front and so on. preferred engineer Service engineer selected to perform the
activities. preferred service employee A service engineer who is qualified to maintain a specific
installation group and/or serialized item. This makes sure that the
installation group and/or serialized item is always (if possible) maintained by
the same service engineer. Preventive Maintenance (PM) The maintenance activities that are carried out on a regular
basis to prevent malfunctions or failures. preventive maintenance scenario The scenario that can be used to generate planned activities.
Preventive maintenance scenario can be of the following type:
pricing method The method indicating how the sales order price is determined. pricing method The method indicating how the contract price is
determined. The following pricing methods are available:
priority factor The priority factor is calculated from any priorities assigned
to the call. Note The item priority is either the serialized item priority or the priority of the installation group to which the item belongs. Probability Analysis Diagnostic tools which calculates the probability of a
specified solution solving a known problem. The data captured from the
completed service order and the solved calls is used to calculate the
probability. problem A source or symptom of malfunction or disturbance. problem category A call can be a question, complaint, or malfunction. problem priority An indicator that designates the urgency of the problem. problem-priority factor The problem priority divided by 100. product life cycle The item's lifetime. After exceeding the lifetime, the item
project-breakdown structure A charge (element) breakdown structure or an element structure
that is defined in Project. question A question that a support engineer can ask a customer who calls
the call center. quotation history The information from a particular quotation. quotation status The stage a contract quotation is at: Free: the quotation is in the process of being developed, and can be modified as required. Printed: the quotation has been finalized and can now be sent to the business partner. On receipt of the quotation, the business partner can accept it, reject it, or request modification. Accepted (for Contract): the quotation has been accepted by the business partner, and can now be processed into a quotation. Processed: the quotation has been processed into a contract, and can now be posted to history. Canceled: the quotation has been canceled by the business partner, and can now be posted to history. reaction time The time by which the call center must react to a customer's
call. reaction time The time by which the call center must respond to a customer's
call. reference A The reference by which the sold-to business partner identifies
the purchase order. This reference is printed on the service contract or
quotation. reference activity The smallest unit of work that is required to carry out
maintenance. reference activity A group activity or a single activity (directive) that is
planned for a serialized item or installation group. reference activity by item Maintenance specification (lines) stating, when reference
activities should be carried out on specific items. Also specified are the
materials and means required to carry out these reference
activities. reference activity condition The setup of an item that is required to carry out a reference
activity. reference activity constraint An activity that must be carried out to activate or de-activate
a certain constraint. reference activity group A group of reference activities with similar characteristics.
For example, the Cleaning reference activity group or the Inspection reference
activity group. reference activity structure A set of reference activities linked through sequential and
hierarchical relationships and dependencies. reference B The reference by which the subcontractor identifies the
subcontract agreement. reference item The item for which the specifications are same as an existing
customized item or a standard item which is not produced currently.The
reference item is the base item which is referred to when you create a
customized item. related answer An answer in the diagnostic tree that is related to another
question, which is relevant to the current problem. renewal with indexation If the contract change type is Renewal with Indexation, contract is renewed and indexed
simultaneously. Indexation is applied to all configuration lines irrespective
of the pricing method. repair To make a component serviceable again. repairable item An item that can be economically restored to its serviceable
condition and which can consist of replaceable parts. repair report A report that informs the business partner about the findings
of the service orders, in case repairs have been carried out on specific items.
A template of the letter can be defined in the SOC parameters. For each
activity an appendix (standard layout) will be printed. This appendix is
printed in the language of the business partner. Repair Warranty The service provider's guarantee that the product is repaired
free of charge, if the repair done earlier on the product is not satisfactory
or not proper. reported problem The problem initially reported by the business partner. reported time The date and time when a call was received and registered. required activity The action required, as determined by the service/support
engineer, to solve the call. required capacity The total available capacity of the service
engineer. requirement lines The lines that specify the resources required to carry out an
activity. Requirement lines can comprise material, tool, and other
requirements. requirements The material, labor and other requirements can be defined for
a reference/planned activity. resource A service engineer that executes a service order or a
department that is responsible for executing a planned activity or work
order. resource requirement The resource that is required for a reference activity. You
can specify resource requirements by using one of the following resource types: Material, Labor, Tool, Subcontracting, or Other. response time A response time defines, from the time a call is registered,
the period of time within which: The service provider must react to the call; A
solution to the call's problem must be started; A solution to the call's
problem must be finished. return material authorization Expected return of material from the customer to the service
provider. Acronym: RMA revenue The amount received or gained, usually measured in money. RMA routing option A subset of master routing. A predefined set of operations that
can be carried out. Each operation is identified by a unique sequence number. rule book for maintenance scenarios The book that contains rules that defines which maintenance
scenarios must be used when a maintenance plan is generated. salvation analysis Activities carried out to determine whether or not it is
feasible to repair a component after an initial decision to destroy it. The
salvation analysis for configurations that require a high safety level are
different than for configurations that only have an economic value. scheduled maintenance Maintenance activities of which the time of execution has been
fixed together with a proper activity assignment and activity sequencing. scheduling To determine the sequence in which maintenance activities must
be performed. scrap The components that are outside their original specifications
and that are impractical to repair. search argument An alternative form of a description used for convenience
during searching. A search key is usually an abbreviation, an acronym, or a
mnemonic alternative to a full description. search engine A program that searches for configurations based on search
criteria such as sold-to business partner code/name/address/ZIP code, (service)
department, service area, responsible engineer, and so on. serialized item An item that is uniquely identified by the item code
(manufacturer part number) in combination with the serial number. serialized-item availability Indicates the time that the serialized-item is available for
servicing or maintenance. serialized item group A group of serialized items with similar features. serialized-item priority An indicator that designates the urgency of a problem that
occurs to a serialized item. serialized-item priority factor The serialized-item priority divided by 100. serialized-item range One or more serial numbers that are defined for a particular
serialized item. serialized-item range group A group that can be used to link activities and documents to a
range of items including different serial numbers. serialized item relations The indication of a serialized item's position in a physical
breakdown, by means of parent-child relations. A serialized item in a physical
breakdown is above its child item(s) and below its parent item. In a structure, a child item can only have one parent item, whereas a parent item can have multiple child items. serial number A number that, together with the item code or manufacturer part
number, uniquely identifies a component, an item, a machine, or an
installation. This serial number is usually shown together with the manufacturer part number and other identification data on an identification plate that is attached to the item. serviceable item A condition of an item that indicates that the item can be used
in a configuration. service activity An activity with tasks and cost lines linked to it. This
activity can be also be a linked to a coverage type. service activity price list A price list, used to define the contract price or the price of
individual service orders. Service costs are calculated on the basis of
standard price lists. In a price list, both the standard cost and the sales
price can be recorded for an item, a reference activity, a service type, or a
combination of these elements. service area A specific geographic area that is covered by one or more
service engineers (employees). A service area can be linked to a service
center. service BOM A bill of material with the information about the components of
the service (parent) item. The service BOM structure can be compared to a
production BOM structure. The so-called parent-child relations make the service
BOM structure. The service BOM usually lists the items on which service
activities can be carried out. service car Means of transport, linked to a service employee, for
transportation from and to the customers work site. service contract A sales agreement between a service organization and a customer
for a specific period, that states the configurations (installation groups or
serialized items) to be maintained, the coverage terms, and the agreed price. service contract change Following are the types of contract changes:
service-contract documents The documents that are printed in the Print Service Contract Documents (tsctm3400m000) session. Two types can be printed:
External document This type of document is used to print the actual documents that must be sent to the business partner. Internal document This type of document is used to print a copy for internal use of the actual document that must be sent to the business partner. Example
service contract header The service contract header contains all the data that is
entered in the Service Contracts (tsctm3100m000) session. service department The department that is responsible for the execution of a work
order. service department A department that consists of one or more persons and/or
machines with identical capabilities, that can be considered as one unit for
the purposes of service and maintenance planning. service employee Person(s) working for the service department. service engineer A trained technician who carries out the service activities
within his/her own organization or on the customer's site. service item A product that serves as a repository when you define
serialized items and service contract terms. In Service, the items are specified by the item code. Item codes enable you to the use the LN functionality for purchase and inventory control. For service and maintenance applications, you must separately identify the various states in which items can occur in the process. For example, you must be able to identify defect items and repaired items. service-item data Information about the service item. service item group Groups of service items with common characteristics that are
used in Service. Service item groups can be used to define the material terms for a group of items. The material terms are used in service-contract templates, service-contract quotations, service contracts, service-order quotations, and warranties. service kit A mobile warehouse in which components used during service
activities are stored. service kit type parts The components that are used during the maintenance of an item. service-kit types A classification of similar service kits into groups that can be used to carry out service/maintenance
activities on a maintenance item. In defining a set of available items for a service kit type, it is assumed that all service kits belonging to that service kit type, also contain the same set of items. Example The Washing machines service kit type contains all service kits that are required to maintain the washing machines of a certain type. service office A department clearly identified within the company business
model to manage the sales relations of the business partner. The service office
is used to identify the locations that are responsible for the service
activities within the organization. service order Orders that are used to plan, carry out, and control all repair
and maintenance on configurations as present on customer sites or as present
with the company. service-order activity line The smallest unit of activity that can be carried out for a
service order. Multiple activities can be defined per service order. This can
be useful, for example, to combine calls with planned maintenance activities. service order data The data defined that is defined in the service-order header,
service-order activity line, and the requirement line. service order document Used within a service organization, a document that can contain
service order sheets, inspection reports, or checklists. Used to inform
customers, a document that can contain announcement sheets, appointment sheets,
or repair reports. service order header The service order header contains all the data that is entered
in the Service Orders (tssoc2100m000) session. service-order history Detailed information about the service orders that are posted
to history. The historical service order data comprises the data that is defined in the:
service-order labor costs The costs of the labor that is required to carry out the
service order. service-order material costs The costs of the materials that are required to carry out the
service order. service-order other costs The costs required to carry out a service order, that cannot be
classed as material costs or labor costs. service-order quotation A service-order quotation is a statement of price, terms of
sale, and description of services and materials, that can be sent to a
prospective business partner. The business partner data, payment terms and
delivery terms are listed in the header. The data about the activities and
materials are entered on the quotation lines. service order sheet A sheet that informs the service engineer about the work that
must be carried out. service organization A part of a company or an independently operating company to
maintain production means and/or installations. service price The price of service activities or maintenance activities
carried out at regular intervals as part of periodic maintenance of an
installation. Service Resolution History The history of all service orders and solved calls. This data
includes the details equipment, problems, and solutions for a service order
activity or a call. service type The service classification that service providers offer. The
service type determines which availability type applies to a service order
header, and provides a default order procedure and coverage type. shop maintenance Maintenance that takes place in a maintenance department. single-level breakdown A display of components that are directly used in a parent
item. A single-level breakdown shows only the relationship one level down. skill The specific know-how or technical expertise that an employee
must have to carry out activities. For example, knowledge of electricity,
specific equipment, and so on. skill factor An indication of the productivity of the service employee, for
information purposes only. skills by service employee The expertise of an individual service employee. LN uses this data to
match service orders and service employees. skill status The skill condition indicates if the skill is mandatory or
required. slack time The time between the earliest start time and the planned start
time of an activity, and between the latest finish time and the planned finish
time of an activity. Slack time is deliberately introduced by the planner to
reduce the risk that a delay in a single activity is passed on to subsequent
activities and, as a result, disturbs the overall planning. solution Codes on calls and service orders that enable you to analyze
the orders. solution finish time The time by which the support engineer must finish solving the
call. solution start time The time by which the support engineer must start solving the
call. solution time The agreed maximum time that can elapse between the
registration of a call and the time the problem must be solved. spatial breakdown A list of components grouped by location or zone. A spatial
breakdown consists of spatial elements and serialized items. spatial element A component of a spatial breakdown. spatial resource Available space in terms of height, floor area, and so on that
can serve as a constraint for the acceptance and execution of maintenance
activities. spatial resource type A classification that is used to group spatial resources. For example: Spatial resource type Operations; All the rooms in which testing activities take place. spent calls The number of calls spent on service requests that have been
financially approved in Service Order Control. spent call units The number of calls that are spent on support activities that
have been financially approved in Service Order Control. spent costs The sum of costs due to service activities that have been
financially approved in Service Order Control, expressed in the home currency. Example
spent discount The sum of discounts arising from service activities that have
been financially approved in Service Order Control, expressed in the home
currency. spent distance The current total of the distance covered due to service
activities that has been financially approved in Service Order Control. spent quantity The current total of the quantity of material used due to
service activities that has been financially approved in Service Order Control. spent sales The sum of sales amounts due to service activities that have
been financially approved in Service Order Control, expressed in the
currency chosen in the contract header. Example
spent time The time spent on service activities that have been financially
approved in Service Order Control. spent visits The current number of visits made on service activities that
have been financially approved in Service Order Control. SRP Service resource planning (SRP) is the long-term planning phase
for service orders that are defined in Service, and planned for the
mid-to-long term (months). start date The date on which the terms become valid. It is displayed when
the contract status changes from Free to Active. Note
Statistics The number of times a particular combination of
was used to solve a problem. A valid combination is formed depending on the fields that are selected in Call Parameters (tsclm0100m000) session. The statistics is built from the completed service order activities and the solved calls. subassembly Assemblies that are part of other assemblies. subcontract Arrange for part or all of the work to be carried out by a
third party. subcontract agreement The agreement between the service organization and the
subcontractor. subcontractor A third-party service provider. The subcontractor is referred
to as buy-from business partner, because he is considered to be a business
partner from whom services are bought. success percentage An indication of the chance that a quotation is accepted. support engineer A trained technician responsible for executing helpdesk
activities. surcharge/discount A surcharge can be made, if, for example,
a special response time is requested. A discount can be
given, if, for example, a quantity of a given item is requested as opposed to a
single item. Note
task A specification of the type of work that is carried out by a
service employee. You can use tasks to specify the labor required to carry out
an activity. A specific labor rate can be linked to a task. tax country The country in which you must pay/report the value-added tax
(VAT). The tax country can be different from the country where services or
goods are delivered. tax indicator The type of tax processing that is applied to the selected
contract type, since service, rental, and sales can each be taxed differently. terms A set of contract, quotation or warranty conditions, related to
a type of maintenance. Per coverage type and term type, conditions and price agreements are stored in the coverage terms, which can be further specified in the cost terms. Example All conditions related to:
term type Categories used to group costs. Term types enable you to have a
more detailed view of the source of costs. The Contract Management module in Service distinguishes the following term types:
territory An area by which objects are grouped. territory An area by which objects are grouped tolerance period The tolerance period can be used to increase the planning
period of a reference activity when it is planned. tool maintenance The maintenance activities that are carried out on tooling. top work order The very first work order from which the initiating work order
of the current work order was derived. total amount The sum of the sales amounts of all coverage terms that are
associated with the indicated service type or term type. total costs The sum of the cost amounts of all coverage terms that are
associated with the indicated service type or term type. Note The amount is expressed in the home currency. total distance The return distance to the site where the configuration is
situated, multiplied by the number of visits required. traveling specification type Indicates whether the traveling cost lines are specified in
distance, time, total or call-out charge. trend The information that is necessary to calculate the trend of
numeric measurements. UBM unit cost The unit cost of the term expressed in the home
currency. unserviceable item An item that must be inspected before it can be used. usage class Usage classes categorize the use of an installation group,
configuration, or (serialized) item, based on environmental factors or
frequency of use. You can use usage classes to predict the maintenance required for a installation group, configuration, or (serialized) item, based on the usage. Example The usage class of a truck can be national or international. The required maintenance for national use is different than that for international use, for example:
use-based maintenance Preventive maintenance that takes place after a certain period
of use, independent of the condition of the item at that moment. Acronym: UBM user defaults (service) The default data recorded by the user, which substantially
affects the creation of service order and contract quotations, service orders,
contracts including quotations, and order lines. The user defaults determine
the method of order entry, the default values during order input, the degree of
acceptance after order entry, and so on. use trend A qualification of an item's usage based on the trend of the
dependent measurement unit (dependent variable) in relation to the value of the
independent measurement unit (independent variable). warranty A guarantee that a component is repaired free of charge or at
reduced costs if it does not work according to the agreed specifications within
a warranty period. warranty duration Warranty period. The period that the warranty is valid,
expressed in time units. warranty limit Warranty terms can be restricted by relating them to a specific
norm value of a certain measuring quantity that is an indication of the use of
the item (for example, 80% warranty on the first 5,000 kilometers of a private
car). warranty terms The warranty specifications for an item when the item is sold
to the customer. They can include a period or a number of operating hours that
the warranty is valid, or the response times on a service call. WIP See: work in process work center The subdepartment of the service department that is responsible
for the execution of a work order. work in process In Service,
the amount of work to do is indicated per service center by means of: The
number of calls with the Assigned status; The
service orders with the Planned status and Released status. Acronym: WIP workload The total workload of the planned activities, service order and
unexpected workload. work order Orders that are used to plan, carry out, and control all
maintenance on items in a maintenance shop or in a repair shop. A work order
consists of at least one work order header, and can have a number of activities
that must be carried out on a repairable service item. work order document A document that can contain the activities, checklists,
measurements, material, tools, subcontracting, and other costs. zone class A set of configurations of a customer around the home base of a
service organization. Within a zone class, a sales rate (also called call-out charge) can be defined for traveling costs, effective from a specific date. A zone class is specified with an upper distance limit and can be assigned to each configuration.
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