This implementation of Dynamics GP had some new challenges. The company have a trade counter at the front of the warehouse, thus they needed a solution to allow entering of orders, picking and fulfilling them and presenting an invoice to the customer all as the customer waits. As this was trade, customers need invoices to take away with the goods.
The workflow has ended up like this;
- Customer goes to trade counter
- Trade counter staff work with customer to enter the items they require on to an invoice SOP type document in Dynamics GP. There is no need for a sales order as the items will not be back ordered. If this is required the back ordered items can be pushed through to an order.
- Send the invoice to the warehouse batch to allow the warehouse pick printing service to print off the pick list and maintain the integrity of the pick by locking access to the document.
- Staff pick the items for the invoice.
- Goods arrive at the counter, customer agrees it is all they want - customers have an annoying tendency to change their mind or want to add stuff to the invoice.
If they add stuff or change stuff on the order, the invoice is recalled from the warehouse batch, changes made and a new edition of the pick list is printed by submitting it to the warehouse batch again.
- Once everyone is happy, the sales order processing fulfilment module I wrote fulfills the order, recording it is of collect type, defaults the picker, packer and checker names and prints delivery notes, one for the customer to sign the other for the counter records, it also prints invoices as required for the customer to take away.
PDF versions of all the documents invoice, pick lists, despatch notes, as usual are all automatically stored on the document server for later viewing or reprinting or web server serving as required.
Often the telesales team or the website will take orders that are for customer collect, these are dealt with by transferring them to invoice as the customer arrives at the counter, and otherwise the process remains the same.
Order intake statistics
This concept of receiving sales orders in to invoice type documents breaks one of the business rules that our reporting uses for establishing order intake. Previously this analysis was done merely on sales orders. Thus some work on the Business Intelligence was required to work out what constituted a genuine order intake document, indeed line and what was just part of the process document flow. i.e. don't count an invoice created from a sales order as order intake, unless any lines were added to the invoice by editing the invoice after the transfer, in this case they need to be counted. I've avoided having to write this report, frankly that is great as I can get on with some more process improvements.
Quick and smooth picking of goods
This solution seems to be an improvement on the previous ERP system that was in use and I intend to make some more changes to the fulfilment software to improve it further.
Reporting services used to produce invoices via XML web services
I used reporting services, in an attempt to move away from the Crystal that comes with .NET. I had to call the report from a windows service and from the .NET application but as the invoice can be subject to many changes during the early days while things are settling in, I chose to use a reporting services server to print the invoices. This ensures that any changes to the report end up reflected on both the invoices produced automatically from the fulfilment software and those produced in batches for other orders where the invoices are posted. I used the web services API to invoke printing of the report. More about that in the next blog post. The speed of invoice printing is not quite what I would like at the moment by using this method, but we have not looked at all at optomising the server or code yet so I am confident improvements will soon follow.
During the hours after switching on Dynamics GP I decided perhaps a Twitter service could have helped provide a good mechanism to communicate the status of the issue snagging from us the minority implementation team of 3 to them the large number of employees in the company we were putting it into. A thought for the next major system implementation that affects a large user community.
Today, another Dynamics GP installation now live and hanging together. Still coding into the early hours of Monday morning paid off.
It is always a learning experience delving into the inner workings of a company, trying to extract reality from fantasy as regards business processes whist navigating the rocks that lie beneath in the form of people's pride, work history, attitudes and capability to adapt to change.
It never fails to amaze me how you can ask so many people from the same department and get each one claiming that the thing you know is white, is in fact a different shade of grey to each other. This is where experience in mapping processes kicks in and you implement the system and transform the data during data load as you know in reality they use it now how they tell you they are using it! This has saved me big times several times during this project, together with my saviour, reporting services that came to my aid several times.
For this company orders were coming in from website, telesales, trade counter, post and emails, going to the warehouse for fulfilment and going out on a next day carrier. Switching over the ERP system was bound to be hard work. Due to plenty of planning, it went fairly smoothly considering the sorts of things I've seen go wrong before. We had a big load of GP modifications (vba & .NET & SQL) running to make it a slick system, mostly these were already tried and tested, even if they were implemented slightly differently than they were previously used. Of course there was an issue log growing by the hour from Monday morning, but the majority were trivial issues, like picking notes, picklists truncating the new extra long item numbers, a two min fix in reporting services etc. The modification that totalled up the weight of the order as the lines were entered in SOP transaction entry was wrong by a factor of 100, although it was picked up in UAT, the fix got lost before go live, that did annoy me. Quickly fixed by a nip into the stored procedure on sql server and divide by 100 on the output of the proc.
I soon realised communicating these quick fixes to issues was taking longer than actually fixing them. Even worse than that, the communication of what was going on was not always clear enough, so people were not using weights a couple of hours after a fix as they were on lunch when the announcement it was fixed was made and other scenarios occurred too.
I now think that I should really have used a Twitter (http://www.twitter.com) like service to broadcast information over the first two or three days. This would permit the workers to see that stuff was getting addressed and in real time. I have seen reports of this type of service being implemented internally by companies to communicate short messages to staff, information that would otherwise get lost waiting to be included in other larger communications.
Using a Twitter service would give stake holders, of all levels, a better tool to see the volume of snags we were being cleared. For those how have not tried Twitter, a stream of micro messages is provided to the consumer of the service, the key is that they are limited to the size of a SMS message. This is the key as it distils and concentrates the message content.
Those people with lower priority or more convoluted issues feel that their problem is not getting addressed. We know we are clearing lots of more important issues, they have no sight of that. A stream of messages saying things like "inability to charge customers at trade counter RESOLVED", help put their problems into context of the larger picture.
Obviously there continues to be a place for a shared SharePoint site for a view of issues and status of issues, but this is quite depressing/scary to view for us and the company stake holders half way through the first couple of days after the switch on. It shows every little thing to be addressed not the bigger picture of how much is actually working and how little disruption to the business there has been.
Finally I was glad to find that taking down one ERP system, replacing it with another does not always have to hurt, it didn't this time, or is that just experience taught us to have contingencies and effort in the correct proportions in the correct places... :)
This week I was finishing off the stair balustrade project that has occupied a few weekends recently. The half newel was fixed to the wall on the landing using three screws that I had counter bored holes for into the wood. I've also learnt the subtle difference between countersinking, where the screw is flush with the surface, hole usually has sloped sides. Counter bore is where the hole is parallel sided and the screw head is deep down in the wood. My intention was to cut some wooden plugs to fill the holes from the same wood stock as the newel in order to give a nice finish to the newel.
I looked on screwfix where there was a set for cutting plugs and also found in Machine Mart the set that I eventually bought. I went for these above screwfix for price and as they had two sorts of plug cutter, chamfered and standard.
The chamfered give a very subtle chamfer to the end of the plug to allow easy insertion into the counter bored hole. The standard are just parallel sided plugs when cut.
I don't own a pedicel drill or drill press so I used a good hand held power drill. At first I tried cutting plugs by putting the drill on a moderate speed setting and trying to cleanly push onto the wood. As predicted the plug cutter made a mess of the wood before getting a hold into the wood and going in.
On my next attempts I cut a hole, just bigger than the plug cutter through a bit of scrap wood, clamped it to the piece I was cutting a hole into and then tried cutting the plug. It worked giving a much better result as shown. I tried cutting the plugs out by sawing the backs off but found simply using a screw driver to lever them out worked just as well. You can see the plugs on the lid of the plug cutting set, top photo.
Finally I glued the plugs into the counter bored holes, leaving them slightly proud, sanded down and for a first attempt they made an acceptable finish. My lesson from all this is to be careful to cut very clean counter bored holes in future to produce a neat hole for the plug to go in, this improves the finish. You have to learn these things by attempting them...
You can make out the plug in the wood on the above photo, a good finish. The attempt to cut the plugs out from sawing behind shown below.