Preparing Service Orders

Service Orders can be opened from an existing service estimate or newly created. Either can be accomplished from the FrontDesk tab. 

In general, the service process is as follows:

• Create a service estimate (optional)

  For more information, please see Preparing Service Estimates.

• Convert estimate to service order (optional)

  OR 

• Open new service order
• Obtain customer approval to proceed with work
• Prepare Service Order
  • Perform work, tracking labor, parts, and other costs as the work progresses
  • Sign off on work as it is completed / inspected
  • Provide preliminary cost details to customer if requested
  • Prepare log book entries
  • Make note of future service items due
  • Finalize service order
• Receipt of payment
• Documents provided to the customer

The above steps are covered in this document with screen shots included as examples. Please take the time to click on the thumbnails to review the screen shots, many of which have been highlighted to point out important information. 

Convert Estimate to Service Order

To convert an existing service estimate to a service order:

1. Place the customer In Focus.
2. Select View/Update.
3. Select Prev Estim.
4. A list of all current estimates for the customer will appear. Open the appropriate estimate by clicking on the tail number.

   Service Estimates List
   

5. The original estimate form will appear. Click the Open Order button at the bottom of the form. After following the onscreen instructions to input the promised completion date, the Service Order is opened and In Progress.

Open New Service Order

To open a new service order (without an existing estimate):

1. Place the customer In Focus.
2. Select Operate/Sell.
3. Select Open.
4. Click the customer name button to start the Service Order process.

   Open New Service Order
   

5. After following the onscreen instructions to select or input the aircraft tail number and required completion date, the Service Order Information screen will appear. If the aircraft is already in the system from the customer doing business with you previously, much of this form will be pre-filled.

   Service Order Information
   

6. On the Service Order Information screen enter the basic information about the aircraft, and a simple Service Description. For example, the Service Description might be "Annual Inspection", with detailed descriptions of the work to be performed following in the next steps.

   Notice the Defined Phrases and Service Packages links. Links like these appear throughout the process of creating service estimates and service orders to allow the quick input of predefined information. For more information about setting up these shortcuts, please see Service Order Parameters.

   Once all data is entered, Continue to the next screen.

7. The next step in creating the service order is adding the discrepancies. A simple service order may only have one or two discrepancies, while a more involved one, like an Annual Inspection, may have many. 

   Add Discrepancies
   

8. In the example above, note the Previously Deferred Discrepancies link. If a repeat customer has deferred work previously, clicking this link will bring up a list of deferred discrepancies so you can add them into the current estimate or order if needed. Also note the Standard/Fixed Rates and Defined Phrases links. Links like these appear throughout the process of creating service estimates and service orders to allow the quick input of predefined information. For more information about setting up these shortcuts, please see Service Order Parameters.

   Also note the navigational links included at the bottom of the page. During the process of entering and editing service estimates and service orders, these type of links appear to allow you to go back to the full view of the document.

   Once the discrepancy description has been entered, click Add Discrepancy to move to the next screen.

9. On the Edit Discrepancy screen, you'll create the estimate for the work included on this specific discrepancy. In the screen shot below, you'll see the screen as it is before any entries have been made.

   Edit Discrepancy
   

   • Estimated Labor Hours - Create the estimate for this discrepancy based on a number of hours at a specific rate per hour.
   • Labor Rate - Set the per hour labor rate for this discrepancy. The rate shown is the rate that is set as the system default, but it can be changed. To set to a non-standard rate, input the new rate, and set the Estimating/Final drop down selector to Final. Selecting Final locks the labor rate for the individual discrepancy. 
     
     This allows you to set a non-standard fixed per hour labor rate on a discrepancy by discrepancy basis. This rate will then override any other labor rates, including default rate, customer level rates / discounts, multi or advanced premiums, and rates set in mechanic resource records. 
   • Estimated Parts - Either enter an amount, or use the Estimated Parts link to create the parts estimate from parts in inventory. If you use the Estimated Parts link, the same parts are available to be quickly added to the discrepancy with the click of a button once work proceeds.

     Draw Estimated Parts
     

   • "Fixed Price" Quoted Amount - This option is used instead of "Estimated Labor Hours" if you want to quote a flat labor amount for the discrepancy regardless of the number of hours it takes to complete.  If you are going to do the work for the customer free of charge, you should enter -1 in this field. 
   • Mechanic Pay Hours - This field is typically left at 0. The field does not affect the estimate or the service order at all. It exists as a way to pay the mechanic for less time than actually worked, and might be used if work was being performed a second time due to mechanic fault. In that case, you would enter -1 for no pay, or a specific number of hours.
   • Inspector Pay Hours - This field is typically left at 0. The field does not affect the estimate or the service order at all. It exists as a way to pay the inspector for less time than actually worked, and might be used if work was being performed a second time due to inspector fault. In that case, you would enter -1 for no pay, or a specific number of hours.
   • Airworthiness Sign-off - If this box is checked, if the customer logs in and attempts to defer the work on this discrepancy, they will receive a warning that approval is required for airworthiness sign-off. If the customer does defer the discrepancy, you will be reminded not to sign off when you make log book entries and when you mark the service order complete.

   Once the needed information has been entered, click Update to move to the next screen.

10. On the next screen, review the information that was entered for the discrepancy. It can be edited if changes need to be made. Also, additional discrepancies can be added.

    Review / Add Discrepancies
    

    Once all discrepancies have been created, use the Go To option at the bottom of the screen to View Service Order. You'll be taken to the Service Order In Progress.

Obtain Customer Approval

When a service order is newly opened and In Progress, the first step needed is to review the 'Approval' status of each discrepancy. The initial status is "No Contact", indicating that the customer has not yet granted approval to proceed with the work.

Of course you may receive approval to proceed directly from the customer, in which case the status can be changed manually; however, MyFBO also includes an option to send the discrepancy details to your customer by e-mail so they can easily review and approve or defer each individual discrepancy. This option is enabled by an Administrator from the Admin Tab / Parameters and Settings menu. For more information, please see Service Order Parameters.  

1. To manually change the approval status, click on the small edit detail link next to each Discrepancy Detail section. To e-mail for approval, use the E-mail For Approval button. If additional discrepancies are added to the service order later, it is still possible to e-mail for approval of those additional items. 

   Approval Options
   

2. If you use the E-mail For Approval button, the e-mail to be sent will open in a new window. Once reviewed, click the Send For Approval to send it to the customer.

   Approval Needed E-mail
   

3. Confirmation that the e-mail was sent will be shown, and the approval status on the service order will change to "Contacted".

   Confirmation and Status Change
   

4. Below is an example of the e-mail that the customer receives. The email contains a link that the customer will click to review and approve the proposed service work.

   E-mail Received by Customer
   

5. The customer has two options to review and approve. They can do it directly from the e-mail, or they can log in to MyFBO from the e-mail and review the details of this service order and any others they may have. 

   Note that both options require that the customer enter their password. For instructions on creating a customer in your system and providing them with login credentials, please see Adding a New Customer.

   Customer Approval Options
   

If the customer selects to log in to your MyFBO system, they arrive on the customer menu and only see information that pertains to their individual account. From the Aircraft Tab, they can see Service Lists, which includes the service estimates and service orders open on their account. They can also see Actions Needed, which is a list of all discrepancies awaiting customer approval or deferral.

Service Lists

Actions Needed

Prepare Service Order

All sections of In Progress service orders can be edited as the work proceeds. In general, the sections of the service order are meant to be completed in order. The sections of the form are:

• General Information

  General information about the aircraft and basic service description

• Component Data

   Record of components, serial numbers, and remarks

• Discrepancy Summary  

  General description and status of each discrepancy

• Discrepancy Details

  Complete details of each discrepancy and the work being done. Includes an ongoing record of actions taken, labor and parts cost, and the status of work. Additional documents can be attached to each discrepancy, including third party charges/repair orders and pictures of parts. Individual discrepancies have three required approval stages: 

  • Customer Approval

    Discrepancy must be marked as 'Approved' for the work to proceed; otherwise, labor and parts cannot be added to the discrepancy.

  • Work Complete
  • Inspection Complete

    'Inspection Complete' is required to finalize the discrepancy. A service order cannot be closed until all discrepancies have been finalized, either by 'Inspection Complete' or a status of 'Deferred'.

• Warranty

  Allows for the inclusion of a general warranty statement that will appear when the service order is completed and printed. The text of the warranty statement is set by an Administrator from the Admin Tab / Parameters and Settings menu. For more information, please see Service Order Parameters / Defined Phrases.  

• Log Book Entries 

  Entries can be made for the Airframe Log, Engine 1 Log, Engine 2 Log, Propeller 1 Log, Propeller 2 Log, and Appliance Log. This data can be conveniently printed on stickers to be placed in the actual log book. Log book sections available are based on data entered in General Information section of the service order. 

• Future Service Items

  Entry of future service items is primarily a marketing tool, allowing you to solicit future work from previous customers. For more information, please see Future Service Items.

Below is a screen shot of a newly opened In Progress service order after the customer has approved work to proceed. The links in this screen shot are active. Click on any green link to open the resulting screen, just as you would when working in a service order. 

Below is a screen shot of an In Progress service order after the work has been completed and inspected, but prior to the service order being finalized. Note the Show Cost To Date and Mark Service Order Complete buttons at the bottom of the form. These buttons are active in the screen shot, which means you can click them to open the resulting screen, just as you would when working in a service order. 

The Show Cost To Date option appears on In Progress orders and allows you to provide a preliminary cost report of work already completed to your customer. Often on a service order with numerous discrepancies, a customer may want to know where they stand as the work is being done, but you do not want to give them a document that could be construed as "final" cost.  The Preliminary Cost Analysis serves this purpose, as it only includes totals for work completed. Click the Show Cost To Date button now to see an example.

Once all work on a service order is complete, use the Mark Service Order Complete button to finalize the order and move on to the final receipt preparation. Click the Mark Service Order Complete button now to see an example.

Once the service order has been completed, the Cost Analysis will appear for review. This is an opportunity to review all charges for accuracy prior to opening the final receipt.

Once the Cost Analysis has been reviewed, click Continue. You'll be taken to the Review Tab and a list of all open tickets waiting to be completed. 

Receipt of Payment 

From the Review Tab, shown below, a list of all open tickets waiting to be completed is available. Locate the applicable service order, select Finish Ticket and click Go.

Review Tab

The final receipt will open for review and acceptance of payment. Notice on the example below that a link is included to Show Service Order, allowing quick access back to the Service Order document and the Cost Analysis document if there are any questions, or if you would like to print copies these documents for the customer.

Also notice that this view of the open receipt gives detailed information regarding the parts included on the service order, along with labor summary lines for each individual discrepancy. 

Open Receipt

The printed and/or e-mailed receipt received by the customer is more of a simple summary document, providing only totals for each category (labor, merchandise, third party charges, etc.).

Customer Receipt

Documents Provided to the Customer

Because all shops vary in what information they wish to include on service documents for customers, and because customers also vary in what information they wish to receive, MyFBO offers a number of different service documents and possibilities for sharing them with the customer.

 

Document	Printable by Staff	Can be E-mailed to Customer	Can be Viewed by Customer Online1
Service Estimate	Yes	No	Yes  (Aircraft Tab if released)
Service Order (In Progress)	Yes, but not recommended	Yes4	Yes  (Aircraft Tab)
Cost to Date (In Progress)	Yes	Yes4	Yes  (Aircraft Tab)
Completed Service Order	Yes	Yes2	Yes  (Aircraft Tab)
Cost Analysis	Yes	Yes2	Yes  (Aircraft Tab)
Final Receipt	Yes	Yes	Yes  (Records Tab / Recent Transactions)
Supporting Documents3	Yes	Yes	Yes  (Records Tab / Recent Transactions)

^{1 Dependent upon customer being assigned login credentials. For instructions on creating a customer in your system and providing them with login credentials, please see Adding a New Customer.}

^{2 Dependent upon setting in Receipt Printing Parameters to "Include links to view Service Order and Cost Analysis on e-mailed receipts". For more information, please see Receipt Printing Parameters.}

^{3 Dependent upon Documents and Images settings in Features and Options. For more information, please see Document Management.} 

^{4 Available from the List Service Orders (In Progress or Complete) option via Manage Tab / Service Order Menu.} 

Depending on how much information you wish to give your customer, it is possible to present them with a printed service package, including:

• Service Order - Lists parts and hours in the individual discrepancies, but not dollar amounts

  To see an example, click here.

• Cost Analysis - Lists detailed charges per individual discrepancy

  To see an example, click here.

Note: The step after Cost Analysis is preparation of the receipt, which includes a great deal of detail that does not get passed to the final customer receipt. 

To see an example, click here.

• Final Receipt - Simple summary of charges and record of payment

  To see an example, click here.

09/10/10 cli