Rma Process

1. Site has an “unserviceable” part

2. Site requests RMA # for the return of the unserviceable part to ILC

3. Site maintainer updates the MAF; ensures that all appropriate fields are filled out, i.e., component hours, maintenance task completed, etc. Site maintainer creates a Sapphire transfer file and puts file in Transfer folder. On MAF notes, site maintainer adds the RMA# produced (RMA will help DMG track part RMA history)

a. If part is not located at the site, site maintainer notifies ILS so ILS can locate the part and send the Sapphire part file to the site. If part doesn’t exist in Sapphire, ILS will create the part and send the Sapphire part file to the site

4. Site labels the box and ships unserviceable part to the ILC (one part per RMA #)

5. Site maintainer emails the Sapphire transfer file to ILS.

b. The number of parts in the Sapphire transfer file should equal the number on pack slip being returned to the ILC.

6. ILC receives physical part and verifies there is a Sapphire file record for each RMA # part received

c. If not, then ILC contacts ILS (contact sapphireadmin@insitu.com) - ILS will determine the location of the part (or create a part in Sapphire if it doesn’t already exist) and send the file to ILC

7. ILC inspects all RMAs for BER/repair

d. If a BER part, ILC will scrap the part in Sapphire TD1 Non-Ops

i. If part deemed BER, ILC personnel signs of MAF as so with reason in notes section.

e. If RMA part is “repairable”, ILC will move Sapphire part record for a repair part to DMG location and ship the part to DMG

ii. If there is no Sapphire record for the RMA part, the physical part stays in ILC and waits for the Sapphire record to catch up

8. If part is "repairable" RMA tool - packlist for part to DMG

9. DMG receives part

10. DMG adjusts into Costpoint  and creates a MO for the repair of the part

11. DMG looks up...