LDS Super User Training

LDS Super user Training
15th 19th October
Practical issues...
Lunch
Common lunch at 11:45
Facilities
No smoking allowed indoor
Toilets are just outside the room or down the corridor
Breaks
Planned, but when needed, just let us know
Transport
Each morning outside the hotel lobby at 08.00 and return transport will leave at 17.00
Monday through Thursday
Volvo museum visit moved from Thursday to Friday, transportation will leave for
museum and/or hotel at 14:00
Dinner on Tuesday at Restaurant Familjen, Arkivgatan 7

We leave from the hotel reception at 18:40, by car or foot depending on the weather
2012-10-08
LDS SuperUser Training (Day 1 and 3)
Page: 2
Scope / Objective of training

Learn about the functionality in LDS
Functions supporting different Volvo processes
System settings and parameters
General administration; users, roles etc.
Understanding about the responsibilities of the Super-User

Business processes knowledge not in scope for this training
2012-10-08
Page: 3
LDS History
Todays LDS system is based upon PC VDS and in December
2002 was the first version of LDS classic deployed.
LDS Classic was (and is) a locally hosted client-server
application.
In 2008, the LDS Next Generation project started to convert LDS
to a centrally hosted web-application.
First version of LDS NG was deployed in February 2010.
2012-10-08
Page: 4
LDS the Flexible Solution
Today LDS is running at dealer,

sub dealer and at importer level
Multi
Multi Dealer
Dealer // Single
Single Company
Company
Importer
Importer (Optional)
(Optional)
Multi brand, Multi lingual, Multi

currency
The smallest dealer is 1 user
Largest single operation is 50+
concurrent users
Dealer
Dealer
Dealer
Dealer
Hosted solution for several

markets
Sub
Sub
Sub Sub
Sub Sub
Sub Sub
Dealer
Dealer
Dealer Dealer
Dealer Dealer
Dealer Dealer
2012-10-08
Page: 5
LDS Facts
Number of dealer installations: 170

Number of users: 2387
Number of markets: 21
2012-10-08
Page: 6
LDS World Map
Algeria - classic
Bhutan
Bosnia
Bulgaria
China
Cuba - classic
Ghana - classic
India
Indonesia
Jamaica
Korea
Malaysia
Mexico
Moldavia - classic
Morocco
Nigeria
Peru classic
Romania - classic
Singapore
Thailand
Thailand Annan
Motor
Zimbabwe
2012-10-08
Page: 7
LDS Overview
Stock control
Customer and
Vehicle handling
Multi currency/
languages
2012-10-08
Purchase
Planning
Management
Reporting
Multi Branch/
Dealer
Workshop
Time recording
Invoicing
Financial
transactions
Page: 8
LDS Interface to other systems

eDSP
LPA
Parts
Prices
Master
Impact (Drag&Drop)
Parts
VIPS ( Invoice file for GR)

Accounting
Interface
Financial
Extra
VTC/
VBC
Claims
Service (TSA)
Warranty (UCHP)
CORE
Vehicle
Extract
SAS sends back a report if

the claim has been
accepted or not. If not, the
error code is displayed.
2012-10-08
VDA
VST
Impact
SAM
SAM
VCE
Parts/Price
ClaimsVehicle
Master
Page: 9
LDS governance model
Customer Steering
Committee
(framework)
Decisions, Strategy & Direction
Customer CR Board
Delivery
(operational)
Volvo IT
Strategy implementation
Product
Release content management
Budget
Rollout management
New Customers
Budget follow up
Rollout and Version Plan
Prepare SC decisions
2012-10-08
Page: 10
LDS governance model

LDS Steering Committee
Is governing the budget and its overall contents
All new investment has to go via the SC
The ownership of LDS is equally shared between its members
LDS SMC (Solution Management Committee)
Version content (2 major version and 1 minor per year)
Rollout markets (including rollout specific CRs)
Quality
Support
2012-10-08
Page: 11
SMC members
Group Trucks Sales & Marketing Europe, Middle East, Africa
Group Trucks Asia, Pacific
Volvo Construction Equipment Europe, Middle East, Africa
Volvo Bus Corporation
Volvo Information Technology
2012-10-08
Page: 12
Acronyms
CR Change Request
SAM Service Agreement Manager
DAT line Dealer Allocated Time line
SAS Service Administration System
DMS Dealer Management System
SID Service Information Database
DW / BI Data Warehouse /Business Intelligence
SWS Secure Web Services
eDSP eDealer Stock Control Package
TSA Truck Service Agreement
ERP Enterprise Resource Planning
TST Truck Standard Times
FI Financial Interface
VCN Volvo Corporate Network
GPPS Global Parts Pricing System
VDA Vehicle Data Administration
LDS Lean Dealer Services
VIPS Volvo Importer Parts System
LPA Logistics Partner Agreement
VSS- Vehicle Subset Specification
MM Machine Module
VST Volvo Standard Times
MMI Manufacture Managed Inventory
UCHP Unified Claim Handling Process
MOM Master Order Management
UTS Used Truck System
OM Order Manager
2012-10-08
Page: 13
Tuesday Night Dinner
2012-10-08
Page: 14
Business strategy
for customer satisfaction and profitable growth
2012-10-08
LDS SuperUser Training (Day 1 - 3)
15
Benefits of the GVS process for customers
Repair and services in time

Parts availability active offers
Cost control and transparency
Service planning
One partner
High quality and competence
Truck availability
No breakdowns
2012-10-08
Page: 16
Benefits of the GVS process for Volvo
An active, customer orientated

working method.
A comprehensive overview of the
entire after sales business area.
Secures increased productivity
and profitability.
Improve cooperation by
understanding each others roles
leading to increased trust
2012-10-08
Page: 17
GVS leads to behaviors and actions

Find the
customer
Service
sales
Planning
On arrival
Vehicle
service
and repair
Deliver to
customer
and
follow-up
Find the customer
Service Sales
Planning
Improved awareness of
potential in market
Knowledge of contents of
aftermarket portfolio
Increased focus on working

with pre-planning with
customers VOSP/Prompt
Pro-active approach towards

developing customer base
Ability to formulate total

performance solutions
Improved utilization and

efficiency in workshop
Structured way of working to

monitor customer base
development
Skills in customer orientated

sales
Optimal Parts availability
2012-10-08
Page: 18
GVS leads to behaviors and actions

Find the
customer
Service
sales
Planning
On arrival
Vehicle
service
and repair
Deliver to
customer
and
follow-up
On arrival
Service & Repair
Delivery &
Follow-up
Professional greeting of customers
Increased attention on customer

needs
Better information to customer
Skilled at giving information and

influencing customers decisions
More focus on asking questions to

know more about cause and
expectations
Faster invoicing
Skilled at gathering all necessary

information from customers and
communicating internally
Do jobs more efficiently
More pre-booking for additional

work identified
Reduction of work-in-progress, rework and customer complaints
Identify more additional needs for

increased sales
2012-10-08
Page: 19
GVS Process
Find
customer
Service
Sales
Planning
Delivery
&
Follow-up
Service
&
Repair
On
Arrival
DMS
2012-10-08
Page: 20
Interfaces with other systems

Workshop handling
(Volvo Tech Tool**)
Customer needs
Impact
Parts/Operations
information
eDSP
LPA file from DMS,

Order to DMS
MOM (VCE)
MRS, Price,
Orders & Invoices
from MOM
VCADS-PRO
CRM Solution*
GD
CDB
Dealer support
systems
MMI (VCE)
RAT
Material Managed Inventory

DMS
VIPS/SCM
DP-Planner
Parts information
VSR
GPPS
Parts
price
Service schedule
VOSP
(PROMPT)
VDA+
SAS (VCE)
UCHP/TSA
Vehicle informationVehicle information
Claim handling
*For instance Boombox or CM

**Includes Impact
2012-10-08
21
GVS Process
Planning
Service pre-booking
Customer contact
Workshop planning
Maximize workshop capacity
Parts ordering
2012-10-08
Ensure repair requests can be handled

Secure parts, sub-lets, skills and workshop capacity
are available
Validate contract, purchase order, within credit limits

or cash sale
Page: 22
Find the
Planning
customer
Customer Commitments
KPIs
A warm VOLVO Welcome, Proactive

planning, Right part right time,
Understanding and agreement
Labour utilisation
Service Index (Parts availability)
StN & HTS
Workshop initiated Service/prebooking
Inputs
Service Sales
action per
customer
Workshop
utilization
reviewed
2012-10-08
Check vehicle and customer status

Check financial status history
& campaigns
Do estimation of time and cost
(if needed)
Find & book suitable time
Send invitation (Email mail fax)
Re check customer financial status
Contact & confirm with customer
Interrogate customer
Handling of unforeseen
Detail plan workshop
Workshop/mechanic
Reserve & order parts
Prepare the job
Print required documents
Send reminder to customer
Pick parts
Customer Initiated Service/ repair
Check vehicle and customer status
Do estimation of time and cost

Short term planning
Check financial status
Check vehicle plans, histories & campaigns
Outputs

Mechanic and/or bay
Confirm with customer
Service/ Repair
preparation ready
Prepare the job
Print required documents

Send reminder to customer (if needed)
Pick parts
Parts request
Check customer status

Financial status
Detail plan parts
Offer workshop if appropriate
Arrange transport (if needed)
Pick parts
Support systems
Competence requirements
DMS, Impact (VTT), VSR, TruckShop

Europe,
Dealer Point Planner
Customer knowledge, Selling skills (associated

parts and services),
Product knowledge, Workshop planning,
Technical and workshop understanding
Page: 23
Parts ready for

delivery
GVS Process
On arrival
2012-10-08
Professional customer greeting
Physically check the vehicle for damage
Open workshop order
Ensure payment guarantee before workshop release
Record additional defects that requires diagnosis
Record arrival time, and to confirm return time and date
Check customer information
Agree with customer on the work and procedure
Assign mechanic, parts

(in case of unscheduled and/or additional) and bay
Page: 24
Find the
On
arrival
customer
KPIs
A warm Volvo welcome, Right part

right time, Understanding and
agreement, 24/7 assistance
Honesty and transparency
Unplanned Service/ Repair request
Planned vehicle
Inputs
Service/ Repair
preparation ready
Service/ Repair
request now
Parts request now
StN & HTS
Receive the customer

Welcome the customer
Confirm planned agreement
Interrogate for unplanned
issues
Visual Inspection & test
drive if needed
Note restoring information
In case of additional work:
Do estimation of time
consumption and cost
Short term planning
Pick parts
Confirm agreement
Parts ready for

delivery
Parts request now
Check customer status
Find parts
Handling of outstanding parts

Financial status
Detail plan parts
Agree on process for handling of outstanding

parts
Arrange transport if necessary
Pick parts
Support systems
GDS/LDS, VTT (Impact, Vcads), VSR

TruckShop Europe,
Customer knowledge, Selling skills

(associated parts and services),
Product knowledge, Workshop planning,
Technical & workshop understanding
Outputs
Vehicle ready for
Service/ Repair

Mechanic and/or bay
Confirm with customer
Pick parts
2012-10-08

Check financial status
Check vehicle plans, histories & campaigns
Visual Inspection & test drive if needed
Note restoring information
Short term planning
No show vehicle
Check vehicle & customer status
Page: 25
GVS Process
Service & Repair
2012-10-08
Complete all planned work efficiently, safely and

right first time
Complete accurate documentation (work orders,

service sheets)
Diagnose faults efficiently
Log ALL work undertaken to VST level
Provide timely and thorough quotations (if

additional work)
Correct time registration (mechanic)
Page: 26
Find
the
Vehicle
customer
service and
repair
Inputs
Vehicle ready for

Service/ Repair
2012-10-08
KPIs
A warm Volvo welcome

Volvo quality, 24/7 assistance
Honesty and Transparency
Labour efficiency
StN & HTS
Last minute workshop check

Check if original assignment
is valid & re-plan if necessary
Start Service and Repair
Confirm work instructions
Log on to the job
Bring in vehicle to workshop
Prepare the vehicle
Get Material and Tools
Do diagnostic (where appropriate)
Document results & confirm
cause
Do service
Inspect
Replace service parts
Do repair
Replace parts
Check repair
Additional work and parts planning (if

needed)
Check for repeat repair
Utilize existing spending
permission or obtain new
authorisation
Finalise service and repair
Final function check & test drive
if needed
Finalize repair documentation
Valet & Restore vehicle
Restore bay, tools & replaced
components
Warranty handling
Log off job
Validate job
Support systems
GDS/LDS, VTT (Impact, Vcads, GD,

VST, TSC), VSR, UCHP, VDA
Product knowledge,
Technical knowledge,
Customer care and quality attitude
Page: 27
Outputs
Vehicle ready for
delivery to
customer
GVS Process
Delivery & Follow up
2012-10-08
Ensure cash payments and external invoices
Vehicle handover / Parts delivery
Inform customer about carried out work
Ensure that all necessary documents are

prepared when pick up
(technical documentation)
Any disclaimer must be signed by driver
Perform Customer Satisfaction follow up
Page: 28
Deliver
Find theto
customer
customer
and follow-up
KPIs
Pro active planning, Right part

Right time, No wasted time, Volvo
feedback, Customer feedback
Work in progress
StN & HTS
Vehicle
Inputs
Vehicle ready for
delivery
Parts ready for
delivery
2012-10-08
Parts
Finalize invoice administration

Confirm work documentation
Warranty, Contract, Sublet,
Internal, Customer invoice
Update customer documentation
Customer, vehicle information
Service book
VOSP schedule
Contact customer (if needed)
Vehicle handover
Explain work done
Handle outstanding job
Inform about next
maintenance
Secure payment if needed
Deliver parts
Contact transporter if needed
Contact customer if needed
Confirm content
Secure payment if needed
Hand over parts
Vehicle delivered
Customer follow up
Note significant customer
information
Do customer follow up if
needed/ decided
Parts delivered
Agreement on next
visit
Customer follow up
Do customer follow up if
needed/ decided
Support systems
GDS/LDS, VOSP, CM,

Dealer Point Planner
Administrative skills,
Basic technical knowledge,
Product knowledge, Selling skills
Outputs
Page: 29
Systems used in GVS

Main Process Cycle
Planning
DP Planner/LDS,
VOSP & VDA+,
MOM (VCE),
Campaigns
On Arrival
LDS & Impact,
Prosis (VCE)
Service &
Repair
LDS & Tech Tool,
Prosis (VCE), SAS
(VCE)
Delivery
&
Follow-up
Claim via UCHP and
Invoicing via LDS
Support Processes
Stock Management
DSP/LPA and Parts-onLine
MMI (VCE)
2012-10-08
Pricing
Parts Pricing via VIPS
Parts Pricing from
SPIS via SAS
(VCE)
Page: 30
LDS IT organization
SDO
SDM
SRM
DBA
Architect
Team Lead
MAL RO
MAL MA/EN
SA
Software architect
Technical writer
Developer
Usability
CM
SA
DBA
MAL AS
RO PM
Team Lead
Team Lead
Support
Developer/
Migration
Tester
SA
DBA
Test lead
Site Sweden
Tester
Site China
LDS Classic
2012-10-08
Page: 31
Roll Out
3 different types of roll-out projects
New markets
Migration of LDS Classic markets
New dealers (into an existing market) with data to be
migrated. If no data should be migrated LDS Support handles
this.
Which markets to roll-out is decided by the business (LDS SMC
(Solution Management Committee)).
2012-10-08
Page: 32
IS-GDP & IS-GDP4IT
2012-10-08
Page: 33
Project set up ISGDP and ISGDP4IT

Steering committee
Business Project Manager
IT Project Manager from Volvo IT
IT Project members from Volvo IT (developers, system analysts,
testers etc.)
Super user(s)
Example of core team members & skills:
Process knowledge
Dealer/Market
Market IT
2012-10-08
Page: 34
Pre-visit
Pre-visit report
Business
scope
LDS setup and

structure
Prel. time plan
Infrastructure
Identify market
specific Gaps &
write CRs
Identify
local/central
hosting
Collect data for

1st test
migration
Local training
Project
planning in
detail
Installation in
production
Translation
ready
Final
migration
2nd test
migration
Verification of
2nd test
migration
Test of
production
system
Verification
of final
migration
Go/No go
meeting
Final tests
Close down
existing
system
Verifying of
operation
Hand over
to support
Analyze
migration data
High level time

plan
Write Req. Spec

for all CRs and
get approval
from customer
Start with
PM
Plan
Project
Acceptance
2012-10-08
1st test
migration
Verification of
1st migration
Setup
hardware /
software
Write Solution
doc for all CRs
and get
approval from
customer
Business
process testing
in LDS
Collect data for

2nd test
migration
Development
of Gaps/CR,
approval from
customer
Test of market
adaptation
Test of
interfaces
Project
Acceptance
Collect data
for final
migration
Detailed
Final
Migration plan
Detailed
Project
Plan
Business
Acceptance
Page: 35
Implement.
Acceptance
Lean Dealer Services Support

LDS Support Process
Super User Responsibility
LDS Support
2012-10-08
Page: 36
LDS SUPPORT PROCESS

2012-10-08
Page: 37

appointed person/team to assist end users
the appointed person to communicate with LDS business
responsible and LDS Team directly if required
arrange and perform user training
appoint a stand- in Super User that has a general understanding
of the Super User role
2012-10-08
Page: 38

Routines and configurations
local configurations is to be performed by the Super User only
configuration of system table creation and parameter settings
establish routines for pricelists/ inventory/ downloads etc
daily, weekly and monthly procedures
handling of user administration (password etc)
Secure Baldo user administration
2012-10-08
Page: 39

Translations
Control and execute the language dependent components in
LDS
double descriptions on Parts and VST
application
help Texts
user manual
language file
2012-10-08
Page: 40

Market needs
create and forward change requests (CR) regarding
improvements of LDS to business responsible
coordinates LDS usage on a market
sets up rules for market usage
communicates with market management and business
responsible
2012-10-08
Page: 41
LDS Support
1st Line DBS
Support DBS Poland
07:00 - 18:00 CET (Monday-Friday)
Support DBS Asia (China/India)

Support DBS Curitiba
07.00 - 18.00 GMT +8 (Monday-Friday)

08:00 - 19:00 GMT -3 (Monday-Friday)
2nd Line Support

LDS Support(TSN)
09:00 - 17:00 CST
Asia support.lds@volvo.com
(Monday-Friday)
LDS Support (GOT)

08:00 - 17:00 CET (Monday-Friday)
Europe/ Africa/ Middle East/
support.lds@volvo.com
South America
LDS Website- Super User Teamplace

https://teamplace.volvo.com/sites/lds/superuser/default.aspx
2012-10-08
Page: 42
Change request process in LDS
2012-10-08
Slide: 43
Page: 43
Corrective maintenance - Delivers

patches
Change Request development
Preventive maintenance
2012-10-08
Page: 44
Different kind of releases

Emergency patch release
Correction of issues (Issue = not working as designed)
Sprint release
New functionalities
Market specific changes due to a new rollout market
Correction of issues
Version release (3 releases per year)
New functionalities
Market specific changes due to a new rollout market
General changes, process changes
Correction of issues
2012-10-08
Page: 45
Change Request Handling
2012-10-08
Page: 46
Stand Alone / Multi-branch / Importer ship

Master data shared
Parts, Customer and Vehicles is shared information
Parts
Possible to setup internal transfers between dealers
Possible to use different pricing for stock transfer
Stock valued on different levels
Dealer stock value and average price.
Group stock value and average price
Market stock value and average price
Reporting
Consolidated reporting
Stand Alone
Multi-branch with
Importer
Importer
Importer
Multi Branch
Main-Dealer
Main-Dealer
Main-Dealer
Main-Dealer
Main-Dealer
Main-Dealer
Dealer
Dealer
Sub-Dealer
Sub-Dealer 11
LDS
SuperUser training
2012-10-08
Slide: 47
2011
Sub-Dealer
Sub-Dealer 22
Dealer
Dealer 11
Page: 47
Dealer
Dealer 22
Dealer
Dealer 22
LDS SU Dealer Structure

Importer
65500
65500
Main-Dealer
Sub-Dealer
6550
6550
6556
6556
6551
6551
6554
6554
529018
529018
6552
6552
6555
6555
srv.volvo.com/lds_su_internalhttps://secure5-qa.volvo.com/timerecording_su/timerecording/timerecorder.aspx
= Not Volvo-owned
= In-Active
2012-10-08
2449
Page: 48
Authentication vs. Authorization
Role: E.g. admin, manager

Authorization defined on Role-level
User: Person defined in an AD.

Authentication in VCN, XDS or BALDO
2012-10-08
Page: 49
Menu defined on Role

E.g. Admin and Business Admin
Predefined roles with full access on installation level.
2012-10-08
Page: 50
Importer
Menu defined on Role and Dealer-type
Dealer
LDS
SuperUser training
2012-10-08
Slide: 51
2008-04-02
Page: 51
System Options
Found on Business Management menu
System Tables
Contains list of optional values for same criteria
E.g. Customs Code Master
System Parameters
Contains one value for a criteria
E.g. Default Customs Code
2012-10-08
Page: 52
System-options scope
System options exists with differrent scope

1. Only Market level...
2012-10-08
Page: 53
2. Market level or Dealer level...
2012-10-08
Page: 54
3. Only Dealer level...
2012-10-08
Page: 55
Data on market / dealer-level
Some data on customers, vehicles and parts are shared by all

dealers (only maintained by admin).
Some data on customers, vehicles and parts are only on dealer

level (only maintained by dealer).
E.g. Customer
Market level information
Dealer level
2012-10-08
Name, address, Customer Category, Payment Term

Discount Code, VAT-code
Page: 56
GVS Process
Planning
Service pre-booking
Customer contact
Workshop planning
Maximize workshop capacity
Parts ordering
2012-10-08
Ensure repair requests can be handled

Secure parts, sub-lets, skills and workshop capacity
are available
Validate contract, purchase order, within credit limits

or cash sale
Page: 57
Planning
During this session, we will demo
maintain customer register
maintain vehicle register
order process including order type, line type
quotation
drag & drop from impact
Practices..
find a customer in LDS
create a customer in LDS
add a new vehicle
download VIC
create quotation
2012-10-08
Page: 58
Search for customer
Search from quotation / order creation
Search from Administration menu
Demo search and creation...
Practices on search for customer and creation of customer.
2012-10-08
Page: 59
Important system-options for Customer
System Tables
Customer Discount Code Master
Customer VAT Code Master
System Parameters
Default Customer Discount Code
Default Customer VAT-code
Balances Customer account during credit note closure
2012-10-08
Page: 60
Vehicle / Machine Maintenance
Vehicle / Machine is shared information
Vehicle / Machine must be owned by a customer
Repair History is available for all dealers
Vehicle / Machine are not available on importer level
Demo
Practice on creating vehicle and download of VIC-card
2012-10-08
Page: 61
Important system-options for Vehicle
System Tables
Vehicle Make Code
VDS Box Code Master
Sales Type Master
System Parameters
2012-10-08
Default Make Code
Page: 62
Customer Credit control

Two optional ways to check credit-limit for customer:
1st option - Central FI-system
File is imported into LDS with credit information.
Not possible to change Credit Balance in LDS.
Credit is managed on market level.
2012-10-08
Page: 63
Customer Credit control (cont.)

2nd option - Internal in LDS
Credit Limit is defined in LDS
Invoices have to be updated in LDS when paid
Credit Limit is managed on dealer level
2012-10-08
Page: 64
LDS Order Process

Create and use Parts- and Work-order for..
Quotations
Reservations
Active orders
Credit orders
Customer Back Order and Customer Back Order Release
Time Recording
Batch Invoicing
System Options
2012-10-08
Page: 65
Order type / Order several options
Stock Unavailability
Quotation
Quotation
Reservation
Reservation
Order
Order
Customer
Customer
Back
Back Order
Order
Credit
Credit
Order
Order
OrderHistory
OrderHistory
2012-10-08
Page: 66
Order Type Order Line Type

LineType
Description
Work-O
Parts-O
Job
Group of order lines.
Part
Parts and SW
Text
Just text, no amount or qty
DAT
Dealer Allocated Time
Std.Time
Standard Time from Impact
Straight
Labour, but not pre-defined
Sublet
Labour performed elsewhere...
Text Amount Text and amount
Package
Promotion and/or Standard package
Travel
Time and milage
Advance
Used when customer pays in advance
2012-10-08
Page: 67
Quotation
Quotation...
can be Work-order or Parts-order
can be reserved
has an expire-date
can be modified or changed (=> new quoation number)
is converted to order when customer accept quotation
Demo...
Practice create parts quotation including convert to order
2012-10-08
Page: 68
Important system-options for Quotation

System Tables
Seed value master
System Parameters
Quotation period.
Allow modification on quotation (True/False)
Show Part Number on Quotation
2012-10-08
Page: 69
Impact Drag & Drop

Logon to impact via
(QA-url: http://grouptrucksportal-qa.volvo.com/ebusiness/ )
Demo...
2012-10-08
Page: 70
GVS Process
On arrival
2012-10-08
Professional customer greeting
Physically check the vehicle for damage
Open workshop order
Ensure payment guarantee before workshop release
Record additional defects that requires diagnosis
Record arrival time, and to confirm return time and date
Check customer information
Agree with customer on the work and procedure
Assign mechanic, parts

(in case of unscheduled and/or additional) and bay
Page: 71
Arrival
convert quotation to order and print pick-slip
usage of labor-lines
CBO customer backorder
Practices..
2012-10-08
all above.
Page: 72
Volvo Standard Times / Dealer Allocated Times

Standard time on labour lines
VST is retreived from Impact and Drag&Drop
DAT is maintained on dealer level
2012-10-08
Page: 73
Vehicle Service and repair - Work Order

Demo how to create a work-order from quotation and printing of
picking-slips and work-order
Demo of remaining line-types
Practice on work-order qoutation and printing work-documents
2012-10-08
Page: 74
Customer Back Order - CBO
Stock Unavailability
Quotation
Quotation
Reservation
Reservation
Order
Order
Customer
Customer
Back
Back Order
Order
Credit
Credit
Order
Order
OrderHistory
OrderHistory
2012-10-08
Page: 75
Customer Backorder - Creation

Creation of backorder while entering orderlines on order or
converting quotation.
2012-10-08
Page: 76
Customer Back Order

Demo how to create a CBO
Practice on creation of CBO
2012-10-08
Page: 77
System Options Order Process

Market Level
Parameters
Dealer Level
Parameters
Market Level System Tables

Payment Code Master
Price Type Master
Payment Terms master

Parts Discount Code Master
Discount Rate Master

Parts VAT Code Master
VAT Rate Master
Dealer Level System Tables

Order Seed Value Master
Labour Rate Master
2012-10-08
Page: 78
GVS Process
Service & Repair
2012-10-08
Complete all planned work efficiently, safely and

right first time
Complete accurate documentation (work orders,

service sheets)
Diagnose faults efficiently
Log ALL work undertaken to VST level
Provide timely and thorough quotations (if

additional work)
Correct time registration (mechanic)
Page: 79
Service and Repair

time-recording
meaning of payment codes
warranty and claims
Practices..
2012-10-08
all above.
Page: 80
Time Recording
Used to measure the efficiency, productivity and utilization of the
workshop and mechanics
Time recording is optional
Set Parameter Time Recording Activated T/F
Productivity = Sold hours/ Available Hours.
Efficiency = Given Time/ Actual Time.
2012-10-08
Page: 81
Time Recording Process
Work
Order
Work Order
Creation
Mechanic
Receptionist
Screen for
Clock On - Clock Of
Mechanic Analysis and Week closure
KPI
Analysis
KPI
2012-10-08
Mechanic
Weekly Activity
Analysis
Mechanic
Reports
Work order closed
Work order
Completion
Filled In
WorkOrder
Total time
Workshop
manager
Invoice
Page: 82
Time Recording
Demo the process of time-recording
Practice on work-order including clock-on-clock-of
2012-10-08
Page: 83
Time recording: System settings

Parameters
Time recording activated (true/false)
Role Name for Mechanic
Number of weeks of time sheet to be shown
First Day of the week
Holidays
Work Start Time
Work Time
Login Required for Time Recording (true/false)
Default Available Time for Mechanic time recording
Tables
Work Code Master
Time Code Master
2012-10-08
Page: 84
Payment Codes
Used to separate one order into several invoices
Each line on order is connected to a payment-code
Each payment-code is connected to a customer
When order is closed, multiple invoices is created
One invoice for each paymentcode / customer
Order
Invoice 123
2012-10-08
Invoice 124
Invoice 256
Page: 85
Payment Codes
Demo usage of payment codes by using crach-repair order as

example
Practice crash-repair order
2012-10-08
Page: 86
System Options Payment Codes

Market Level
Parameters
Dealer Level
Parameters
Market Level System Tables

Payment Code Master
Price Type Master
Payment Terms master

Parts Discount Code Master
Discount Rate Master

Parts VAT Code Master
VAT Rate Master
Dealer Level System Tables

Order Seed Value Master
Labour Rate Master
2012-10-08
Page: 87
Claims Process VTC / VBC / VCE
SAM
Order
WorkShop
Order
PC 8,9 or 10
Claim Extra
Close Order
VTC/VBC Service
PC 8
Claim-file
UCHP
Close Claim
VTC/VBC Warranty
PC 9
VCE Warranty
PC 10
2012-10-08
SAS
Page: 88
Claims Process
Demo usage of claims by using warranty order as example
Practice warranty claim
2012-10-08
Page: 89
Claims System options

Parameters
Repairing Importer
Country Code
Send Claim Automatically after Closing Claim
TSA Claims
Claim Dealer ID
Claim Ref Series Number
TWS Claims
Claim Dealer ID
Claim Ref Series Number
Tables
Claims Seed Value Master
2012-10-08
Page: 90
GVS Process
Delivery & Follow up
2012-10-08
Ensure cash payments and external invoices
Vehicle handover / Parts delivery
Inform customer about carried out work
Ensure that all necessary documents are

prepared when pick up
(technical documentation)
Any disclaimer must be signed by driver
Perform Customer Satisfaction follow up
Page: 91
Delivery to Customer
order closure using invoice or delivery note
batch-invoicing (single- and collect-invoice)
creation and closure of credit notes
Practices..
2012-10-08
close orders with delivery note and batch-invoicing.
Page: 92
Delivery to customer
When order is closed, there are some options
Close with invoice
Close with delivery-note
If delivery-note is used, invoice is created with batch-invoice
2012-10-08
Page: 93
Delivery note and batch invoice
Demo usage of delivery note and batch invoice.
Practice ...
2012-10-08
Page: 94
Credit Note
Quotation
Quotation
Reservation
Reservation
Order
Order
Customer
Customer
Back
Back Order
Order
Credit
Credit
Order
Order
OrderHistory
OrderHistory
2012-10-08
Page: 95
Credit Note
Demo converting closed order into Credit Note....
2012-10-08
Page: 96
Systems used in GVS

Main Process Cycle
Planning
DP Planner/LDS,
VOSP & VDA+,
MOM (VCE),
Campaigns
On Arrival
LDS & Impact,
Prosis (VCE)
Service &
Repair
LDS & Tech Tool,
Prosis (VCE), SAS
(VCE)
Delivery
&
Follow-up
Claim via UCHP and
Invoicing via LDS
Support Processes
Stock Management
DSP/LPA and Parts-onLine
MMI (VCE)
2012-10-08
Pricing
Parts Pricing via VIPS
Parts Pricing from
SPIS via SAS
(VCE)
Page: 97
LDS Parts Processes

During this session we will
Learn what a Supplier is and how it is added and maintained.
Learn about Part Information.
Types of Part Information.
How Part Information comes into LDS
How Part Information comes to each dealer
Demo add part manually

Demo part maintenance
Practice adding a part manually and maintaining it
2012-10-08
Page: 98
Supplier Account Configuration
The account ID is given by the user (not system generated)

The account must be linked to a Product brand
An account can never be deleted
Demonstrate creation and configuration of new Supplier
Practice creation and configuration of new Supplier
2012-10-08
Page: 99
LDS Part Information

In one market (LDS Installation) the Part Information can be
divided into two categories:
Common information.
Dealer specific Information.
2012-10-08
Page: 100
LDS Parts Information Info to LDS

Interface.
External Part File.
Market Common Part Info.
Dealers Part Info.

r A.
e
l
a
De
B
ler
a
e
D
Manual Input.
2012-10-08
Page: 101
LDS Parts Information Info to Dealer

Interface.
Dealer can
Search Part Interface and Download
information.
Search other dealers part files and copy
information.
Market Common Part Info.
The Common information is downloaded or

copied. The dealer specific information is
initiated from settings. And manually
modified.
Dealers Part Info.
System Settings
Pa
2012-10-08
e
r am
ters
r A.
e
l
a
De
B
ler
a
e
D
Page: 102
LDS Parts Information Update Parts

Demo manually add local part.
Demo part maintenance.
Demo copy part from other dealer.
Practice add local part.

Practice copy part from other dealer.
2012-10-08
Page: 103
LDS Stock Management

In this session we will learn how to perform Stock Taking and
Stock Adjustment.
Purpose with Stock Taking/Adjustment: Align LDS Stock quantity with actual warehouse quantity.
2012-10-08
Page: 104
LDS Stock Adjustment

Process
Select Part Number
Select Increase or Decrease
Input the adjustment Qty
Select reason for adjustment (Values from System Table)
(If System Parameter Recalculate Avg Cost for Stock
Adjustment/Stock Taking is set to True, also give cost for the
added parts)
2012-10-08
Page: 105
LDS Stock Adjustment
Demo Stock Adjustment

Practice Stock Adjustment
2012-10-08
Page: 106
LDS Stock Taking

Process
Make selection for and Create Stock Taking List.
Print Stock Taking List
Perform actual Stock Taking in warehouse, note quantities in
Stock Taking List
Open the Stock Taking in LDS and enter the quantities where
deviations were found. Enter reason and cost (parameter).
Do the warehouse need to be closed for Stock Taking?
No, but be aware of that when the Stock Taking is created
LDS assumes that you in the same instant did the counting
2012-10-08
Page: 107
LDS Stock Taking

Demonstrate Stock Taking
Practice Stock Taking
2012-10-08
Page: 108
Parts Logistics
In this session we will learn how parts are purchased and
brought into stock using LDS.
Purchase Orders, Order types and the difference between
Internal and external PO.
Dealer Orders.
Pick Orders.
Dealer Order Purchase Orders, DO-PO.
Goods receiving.
2012-10-08
Page: 109
Parts Logistics Purchase Orders

Internal and external
Normal and CBO
Manual, automatic creation (and LPA, MMI)
External Supplier (outside

LDS)
Internal Supplier (Inside

LDS)
LDS Dealer (sub., main.,

importer)
2012-10-08
Page: 110
Parts Logistics Create Purchase Order

From menu, Parts Purchase Orders Add new
Supplier. Internal or External?

To cover back orders?
Manual or system created?
2012-10-08
Page: 111
Parts Logistics External Purchase Order

Life cycle of a External Purchase Order in LDS.
Requesting Dealer (RD)
Create
Close PO
PO
Open
Waiting
for GR
Create GR
Waiting for
GR
Close GR
Goods
Received
Close GR
Discrepanc
y
Actual PO placed outside

LDS
Partially
Received
Close GR
Discrepanc
y
Goods
Received
2012-10-08
Page: 112
Parts Logistics External Purchase Order

Demonstrate External Manual Purchase Order
Practice External Manual Purchase Order
2012-10-08
Page: 113
Parts Logistics Internal Purchase Order

Life cycle of a Internal Purchase Order.
Create
PO
Open
Close PO
Ordered
Auto GR
Converted
to Picking
Order
Pick Order
Allocated
Waiting for
GR
Convert to
Pick Order
Allocate
Pick Order
Close
Pick
Order
Open
Allocated
Invoiced
Supplying Dealer (SD)

Dealer
Order
SD and RD can add discrepancies before close
2012-10-08
Page: 114
Close GR
Goods
Received
Parts Logistics Internal Purchase Order

Requesting Dealer must be setup at Supplying Dealer. Supplying
dealer need to know what Price to use (LDS needs to know).
System Table Dealer Price Type.
2012-10-08
Page: 115
Parts Logistics Purchasing

Demonstrate Internal Manual Purchase Order
Demonstrate Pick Order
Practice Internal Manual Purchase Order
2012-10-08
Page: 116
Parts Logistics DO-PO.

Supplying dealer has two options
1.
Pick Order.
2.
Convert incoming dealer order to Dealer Order Purchase Order (DO-PO)
1. Pick Order
2. DO-PO
Internal PO
Supplier
LDS Dealer
LDS Dealer
(requesting)
(supplying)
LDS
SuperUser training
2012-10-08
Slide: 117
2011
Page: 117
Parts Logistics DO-PO

Life cycle of a Internal Purchase Order. Converted to DO-PO.
Create
PO
Open
Close PO
Ordered
Supplying Dealer (SD)

Dealer
Order
Auto GR
Converted
to PO
DO-PO
Ready for
GR
DO-PO
Ready for
GR
Convert to
DO-PO
Close DOPO
Create
GR
Close GR
Open
Waiting
for GR
Waiting
for GR
Goods
Received
Waiting
for GR
Close
GR
Goods
Received
Actual PO placed outside LDS

LDS 2012-10-08
SuperUser Training (Day 1 - 3)
Page: 118
Parts Logistics Purchasing. DO-PO.

Demonstrate DO-PO.
2012-10-08
Page: 119
Parts Logistics- Automatic and LPA orders.

For Manual POs the user decide what should be on the order,
parts and quantities. These are normally used for Day Orders,
the workshop needs certain parts quickly.
But for keeping the stock levels, systems can be used to
calculate Purchase Proposals.
LDS Automatic Orders
LPA (DSP generated orders)
2012-10-08
Page: 120
Parts Logistics- Automatic and LPA orders.

Basically, to be able for a system to calculate a Purchase
Proposal, the following things are needed:
A model or forumula to calculate the Economic Order
Quantity. That is the order quantity that minimizes total
inventory holding costs and ordering costs
Statistics of Sales Picks to put into the formula.
Price to put into the formula.
2012-10-08
Page: 121
LDS - Automatic Purchase Order Calculation

Automatic calculation of purchase proposal is based on three system tables:
Order Point Master (When to order (= security stock + lead time))
Volume Value (How many weeks to order (=order frequency))
Index Factor Code (How to calculate average)
Formula also includes Stock-level, Customer backorder and Open purchase
orders
Max Stock
Stock
Average Stock
Order Point
SecurityStock
Time
Order Frequency
2012-10-08
Lead
Time
Sec.
Stock
Page: 122

Average weekly sales = (statistics period * Index factor table) /
weeks in period).
A: Actual Order Point = Order Point in weeks * Avg weekly Sales.
B: System table Volume Value. = Weeks * Avg weekly Sales.
Stock Balance = On hand + On Order CBO - Reserved

Stock
Max Stock
Average Stock
Order Point
SecurityStock
A
Time
Order Frequency
LDS
SuperUser training
2012-10-08
Slide: 123
2011
Lead
Time
Sec.
Stock
Page: 123

1. Should purchase proposal be produced?
A > Stock balance
2. How much should be proposed?

A Stock Balance + B
Stock
Max Stock
Average Stock
Order Point
SecurityStock
A
Time
Order Frequency
LDS
SuperUser training
2012-10-08
Slide: 124
2011
Lead
Time
Sec.
Stock
Page: 124

Settings for LDS Automatic Purchase Calculation.
2012-10-08
Page: 125
Goods Receiving.
When Goods arrive at the Dealer and is taken into the Dealer
Stock.
The On Order qty is substracted with the received qty.
The On Hand qty is increased with the received qty.
The Costs for the Part will be updated (will return to this in
more detail later)
The new qty is availible to release to Back Order and to new
Sales Orders.
2012-10-08
Page: 126
Goods Receiving
Normally the Goods Receiving document is created based on
closed Sales Orders.
Good Receiving documents can also be created based on
delivery information from the VIPS System (From EDI).
Create GR sceen:
2012-10-08
Page: 127
Goods Receive Process

PO
1001
PO
1002
PO
1003
PO
1004
Close PO
PO
1002
PO
1003
PO
1004
Create GR
GR
100
Discrepancy on PO1003
Close GR
2012-10-08
Page: 128
Purchasing Goods receiving

Demonstrate Goods receiving with discrepancy.
Practice Goods Receiving with discrepancy.
2012-10-08
Page: 129
Release of CBO - Customer Back Order

Release can be made only when stock is enough
Released qty is added to existing order (or new order is created)
Release can be made from two locations
Order >> CBOs
On order level
Parts >> Release CBOs

On part level
2012-10-08
Page: 130
Reports Manager
Work Docs
General reports
Periodic Reports
2012-10-08
Page: 131
Reports Manager- Work Docs
Printed working documents from the application are saved here

Can be reprinted or saved in .pdf format
Work order/ Picking Slips/ Picking labels/ Invoice/ Delivery Note/
Quotation/ Credit Note/ Reservation/ VAT Invoice List
2012-10-08
Page: 132
Reports Manager- General reports
System Reports generated directly

System Reports scheduled
The Report can be reprinted or saved in .pdf format
The report can be deleted
2012-10-08
Page: 133
Reports Manager- Periodic Reports
All Periodic Reports are scheduled via the Schedule Reports

function
Depending on interval they are added in Daily/ Weekly/
Monthly/Yearly folders
2012-10-08
Page: 134
Reports - Data Extract
Active Market tool creates Sales Report per Part number and
Dealer
Report criteria's based on date, internal/ external/ dealer sales
2012-10-08
Page: 135
Reports Manager
Demo scheduled reports.
Practice on creation of reports
2012-10-08
Page: 136

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LDS Super user Training

15th 19th October

Dinner on Tuesday at Restaurant Familjen, Arkivgatan 7

LDS SuperUser Training (Day 1 and 3)

Scope / Objective of training

Understanding about the responsibilities of the Super-User

LDS SuperUser Training (Day 1 and 3)

LDS SuperUser Training (Day 1 and 3)

LDS the Flexible Solution

Today LDS is running at dealer,

Multi brand, Multi lingual, Multi

Hosted solution for several

LDS SuperUser Training (Day 1 and 3)

Number of dealer installations: 170

LDS SuperUser Training (Day 1 and 3)

LDS World Map

LDS SuperUser Training (Day 1 and 3)

LDS SuperUser Training (Day 1 and 3)

LDS Interface to other systems

VIPS ( Invoice file for GR)

SAS sends back a report if

LDS SuperUser Training (Day 1 and 3)

LDS governance model

Decisions, Strategy & Direction

Release content management

Rollout and Version Plan

LDS SuperUser Training (Day 1 and 3)

LDS governance model

LDS SuperUser Training (Day 1 and 3)

LDS SuperUser Training (Day 1 and 3)

SAM Service Agreement Manager

DAT line Dealer Allocated Time line

SAS Service Administration System

DMS Dealer Management System

SID Service Information Database

DW / BI Data Warehouse /Business Intelligence

SWS Secure Web Services

eDSP eDealer Stock Control Package

TSA Truck Service Agreement

ERP Enterprise Resource Planning

TST Truck Standard Times

VCN Volvo Corporate Network

GPPS Global Parts Pricing System

VDA Vehicle Data Administration

LDS Lean Dealer Services

VIPS Volvo Importer Parts System

LPA Logistics Partner Agreement

VSS- Vehicle Subset Specification

VST Volvo Standard Times

MMI Manufacture Managed Inventory

UCHP Unified Claim Handling Process

MOM Master Order Management

UTS Used Truck System

LDS SuperUser Training (Day 1 and 3)

Tuesday Night Dinner

LDS SuperUser Training (Day 1 and 3)

LDS SuperUser Training (Day 1 - 3)

Benefits of the GVS process for customers

Repair and services in time

LDS SuperUser Training (Day 1 - 3)

Benefits of the GVS process for Volvo

An active, customer orientated