| STEP |
WHO |
WHEN |
INFO TO
USE |
WHAT TO
DO |
RESULTS |
| 1 |
Anyone |
Upon
receiving Customer PO for
forgings
|
Customer PO |
Forward details of PO to Customer Service
Representative.
|
PO
forwarded to Customer Service
Representative |
| 2 |
Customer Service
Representative |
Upon receiving Customer
PO |
Customer PO
details |
Check PO to see if all questions are
answered to enter a Sales Order (specific part
number, price, material, machining requirements,
billing address, ship-to-address, print revision and
spec. revision); if not clear, contact customer and
ask for corrected PO and/or additional information;
enter PO details in M2M Sales Order; if there is a
problem or a die change is required place Sales Order
on HOLD; check Customer Master for special
instructions related to quantity tolerances and any
special instructions related to the shipment of
product; once issues are resolved, take Sales Order
off hold and send it to Customer Service
Representative who did not enter the original PO or
to the Quote Estimator for contract review; if
material to be used for order is customer supplied
forward PDF of customer's PO to Materials
Manager. (Continue down to step 3 unless there is a
Credit Warning, new part, new print, new
specification, or changes to the terms of the
contract) |
Sales Order entered; customer's
special instructions are followed; PO Reviewed,
verified, and updated; contract review started;
Materials Manager has PDF of Customer
PO |
|
Steps 2a-2e are only performed when
there is a new customer, new part number, new print,
or new specification. |
| 2a |
Customer Service
Representative |
Upon receiving a PO with a new part
number, new print, or new
specification |
Customer PO; Specification Review
Spreadsheet/Print Revision Review
Spreadsheet |
Put the order on HOLD (if deemed
appropriate); notify customer their order is on hold;
if this is a new customer, get contact information
and send Tax Exemption Certificate to customer for
them to fill out; when customer returns the Tax
Exemption Certificate put a copy in Customer PO File;
if a new part number is required, create the new part
number in Item Master; if a first article is
required, also create a new part number ending in
"z" in Item Master (see TOP-QARTI);
if more than one from same die, begin going through
the alphabet (ie. z, y, x); immediately forward all
information related to the quotation for the new part
number to Engineering (see TOP-NEWDI);
update new information in Specification Review
Spreadsheet/Print Revision Review Spreadsheet; if
there are changes in the Price List notify Sales
Operations Manager or VP-Sales; notify Engineering
Assistant that a change has been made to the
Specification Review Spreadsheet/Print Revision
Review Spreadsheet (for any spec changes, see
TOP-TPSMM);
send specs or prints to Engineering Assistant, if die
has not run in 5 years or more; e-mail Engineer
assigned to that customer to review tooling and
prints. |
Customer has been notified their order
is on HOLD; Engineering has been notified of a new
specification or new print; Specification Review
Spreadsheet/Print Revision Review Spreadsheet has
been updated; information has been sent to
Engineering; Tax Exemption Certificate filed in
Customer PO File |
|
2b
|
Engineer assigned to customer; Engineering
Assistant |
Specification
Review Spreadsheet/Print Revision Review Spreadsheet
has been updated by Customer Service
Representative |
Specification
Review Spreadsheet/Print Revision Review Spreadsheet
has been updated by Customer Service
Representative |
Review
indicated print or spec revision to determine degree
of change; if no previous customer print on file,
compare to Engineering file; describe degree of
change on Specification Review Spreadsheet/Print
Revision Review Spreadsheet and note if a quote is
needed; update M2M (BOM, Standard Router, and spec
ID); notify QA manager if Specification Review
Spreadsheet has been changed; if change does not
affect our process, scan new prints and specs into
the Engineering files in the computer, notify
Customer Service Rep and Sales Operations Manager via
email if a die change or quote is indicated on the
Specification Review Spreadsheet/Print Revision
Review Spreadsheet. |
Specification Review Spreadsheet/Print Revision
Review Spreadsheet changes reviewed and updated if
needed; M2M is updated; quote requested if needed; QA
Manager is notified of a change to the Specification
Review Spreadsheet |
| 2c |
QA Manager |
Specification
Review Spreadsheet has been updated by
Engineering |
Specification Review Spreadsheet; Customer
Specification |
Review
indicated Customer Specification revision to
determine degree of change; describe degree of change
on Specification Review Spreadsheet; if change does
not affect our process, update affected Spec ID in
the computer; return to customer Service
Rep. |
Customer Specification change reviewed; Spec ID
updated if needed |
| 2d |
Customer Service
Representative |
A quote or die
change is indicated |
Specification Review Spreadsheet/Print Revision
Review Spreadsheet |
If
quote is indicated, determine from Sales Operations
Manager what route to follow (typically TOP-QUOTE
or TOP-DCORD);
when resolved, notify Engineering Assistant of
changes to Specification Review Spreadsheet/Print
Revision Review
Spreadsheet. |
Quote
or appropriate procedure executed as needed;
Engineering Assistant notified of updates to
Specification Review Spreadsheet/Print Revision
Review Spreadsheet |
| 2e |
Engineering Assistant |
Quote has been
resolved on Specification Review Spreadsheet/Print
Revision Review Spreadsheet |
Specification Review Spreadsheet/Print Revision
Review Spreadsheet |
Update
Specification Review Spreadsheet/Print Revision
Review Spreadsheet in
computer. |
Specification Review Spreadsheet/Print Revision
Review Spreadsheet updated |
|
Steps 2f-2g are only performed when
there is a notification of a credit issue appears
in M2M
|
| 2f |
Customer Service
Representative |
A
notification of a credit issue appears in
M2M |
Notification of
credit issue |
Notify
Accounting Manager of this customer's attempt to
enter a new PO and place Sales Order in HOLD status
pending resolution by Accounting
Manager. |
Accounting Manager notified that customer with
unacceptable credit problem is attempting to place an
order; order is placed on
HOLD |
| 2g |
Accounting Manager |
Upon
notification that customer with unacceptable credit
is attempting to place
order |
Credit
standing in Customer Master in M2M; customer's
payment history; own
knowledge |
Contact customer and negotiate satisfactory
payment arrangements in order to allow the entry of
newly received PO; if this cannot be accomplished,
inform customer that their order will NOT be
accepted; confirm to customer in writing if feel
appropriate; inform Customer Service Representative
(e-mail or verbal) to either proceed with or cease
order entry.
|
Collection and/or control of delinquent accounts
assured; Customer Service Representative
contacted |
|
Steps 2h-2i are only performed when
there is a discrepancy in the terms of the contract
(Customer's PO)
|
| 2h |
Customer Service
Representative |
When
the terms of the contract (Customer's PO)
don't match information on previous customer
POs |
Terms of the contract
|
Notify the Sales Operations
Manager.
|
Sales Operations Manager
notified
|
| 2i |
Sales
Operations Manager |
Upon
receiving Customer PO; notes from Customer Service
Representative |
Customer PO
|
Review
payment terms, quantity tolerances and legal
statements on Customer PO; if approved sign or
initial and date the PO; notify Customer Service
Representative. |
Contract approved or noted; PO returned to
Customer Service
Representative |
|
Steps 2j-2k are only performed when
there is a difference in the quantity the customer
has ordered versus the Price List
quantities
|
| 2j |
Customer Service
Representative
|
When
there is a difference in the quantity the customer
has ordered versus the Price List
quantities |
Price List and Customer
PO
|
Give Customer's PO to Sales Operations
Manager.
|
Sales
Operations Manager is notified that the quantity on
the PO and on the Price List are
different |
| 2k |
Sales
Operations Manager |
Upon
receiving Customer PO
|
Email
request and Customer's
PO |
Quote
price for quantity requested; send to Customer
Service Representative. |
Price update |
|
Steps 3-7 continue on from Step
2
|
| 3 |
Quote
Estimator or Customer Service Representative who did
not originally enter the
order |
Performing a contract review after initial entry
of every new Sales Order |
Sales
Order file, information in Made to Manage, Customer
Specifications, Customer drawings, Price
List |
If
any error is detected during contract review the
Sales Order should immediately be put on HOLD; check
to see if any Job Orders have been created to fulfill
the Sales Order in question; if Job Orders exist
immediately notify Materials, Planning, and
Scheduling personnel so the Job Orders can be put on
HOLD; have the originator of the Sales Order make the
required corrections to the Sales Order; when the
corrections have been made to the Sales Order it must
undergo a follow-up contract review as outlined in
this step to confirm all required corrections have
been made to the Sales Order; once contract review
confirms all required corrections have been made the
Sales Order and related Job Orders can be taken off
HOLD; send back to the Customer Service
Representative who originally entered the
order. |
Contract review
completed
|
| 4 |
Materials Manager
|
When
a demand for a Job Order appears in the Job Order
Queue in M2M |
M2M
Job Order Queue, PDF file of Customer
PO |
Use
information from Sales Orders to establish the Job
Order quantity and due date; When customers want to
use their own heat codes, assign the customer's
desired heat code to the Job Order, return PDF file
with the Job Order number to Customer Service
Representative for double-check of customer assigned
heat codes in Job Orders; after Job Order is created
Production Scheduling is made aware of new Job
Order(s) through
Synchronizer. |
New
Job Order is created and ready to be
scheduled |
| 5 |
Materials Manager
|
When
setting up a Job Order for small
quantities |
M2M
Job Order Queue
|
If
required quantity is 5 parts or less set up Job Order
for 1 additional part; 6-10 parts set up Job Order
for 2 additional parts; 11-20 party set up Job Order
for 3 additional parts. |
Job
Order is set up for small
quantities |
| 6 |
Customer Service
Representative |
Upon
receipt of an email from Materials Manager requesting
double-check of heat codes |
Job
Order and customer's original
PO |
Double-check the heat code assigned to Job Order
for customer supplied material; If the heat code is
incorrect, place Job Order on HOLD; notify Materials
Manager and Production
Scheduler. |
Heat code is
double-checked |
|
7
|
Customer Service Representative who
initially entered the order |
After
contract review is completed, and heat codes are
reviewed and verified for customer supplied
material |
Customer Master and customer's
order |
Confirm all information on customer's order
through email or fax back to the customer; if
customer supplied material, file the PO in the shared
drive on the computer and Customer PO files; for all
other POs, file in Customer PO
files. |
Order
is acknowledged to customer; PO is
filed |
