SAP-CS-Presentation-ppt

SAP CS INTRODUCTION
• SAP Customer service is a highly integrated process
module which involves a strong integration of SAP
PM,SD,MM,FICO and PS.
• The scenarios supported in this module includes Presales scenario for services, Sales scenario for
services/spares, Post sales and special scenarios
such as warranty claim processing, Intercompany
scenarios.
Copyright © 2007 Bristlecone Ltd. All Rights Reserved
Service Notification Definition
• Means with which customer notifications are created
and managed in the areas of Plant Maintenance and
Customer Service. The following notification types
are predefined in the standard system:
• Customer notification:
• Informing a customer of a malfunction or damage that
occurs
• Service request :
• Request for service to be performed
• Activity report :
• Documentation of activities that have been performed
Copyright © 2007 Bristlecone Ltd. All Rights Reserved
MAINTENANCE PROCESSES IN CS
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1. In house repair process
2. Repair at site process
3. AMC
4. Sale of service
5. Sale of spare parts
Copyright © 2007 Bristlecone Ltd. All Rights Reserved
CS OVERVIEW
Scope
Service Management
Spare Parts Management
Enterprise Asset
Management
IT Service and Asset
Management
Service Sales and Marketing
Service Parts Planning
Investment Planning & Design
IT Procurement
Service Contract Management
Service Parts Procurement
Procurement and Construction
IT Asset Management
Customer Service and Support
Service Parts Warehousing
Maintenance & Operation
IT Service Management
Installed Base Management
Service Parts Fulfillment
Decommissioning And Disposal
IT Financial Management
Warranty Claim Management
Service Parts Transportation
Asset Analytics
IT Service Analytics
Field Service
Service Parts Analytics
Depot Repair
Service Management And Analytics
Copyright © 2007 Bristlecone Ltd. All Rights Reserved
CS – Enterprise Structure
Maintenance Plant
Planning Plant
Plant Section
Planner Group
Functional
Location
Execute Services on Tech. Objects (Task List)
Equipment
Sub-Equipment
Sub-Assembly
Spares
Work Center
Integration
•PM - Structuring Technical Systems for information on structuring and managing technical
objects information on maintenance notification and maintenance order functionality.
•FI-AA - Asset Accounting - managing serviceable items as tangible assets
•CO – Cost element as cost collector. It can be used to distinguish Planned & Actual Material
Costs & Service Costs to get exact Profitability.
•MM - Services Management for information on service records It uses the Plant & Storage
location Functionality for keeping Exact stocks of the Spares & Accessories. It also uses
Purchase functionality to Buy Materials from manufacturer
•SD - Sales, Sales Order Processing for information on managing and billing sales orders and
service contracts. It uses the Customer Master Data for the Customer Billing. It uses the
Pricing Condition for the Sale of Accessories & Services.
•PS - Project System for information on using projects
CS – Master data & Technical Objects
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Functional Location
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Equipment
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Installed base
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Serial Number
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Material
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Bill Of Material
CS – Service Notification Processing
Customer contacts
Notification
Workstation
Notification Entry
Sales Order
Delivery
Billing
Service Order
Process Service Order
Complete Service
order
Notification processing
CS – Service Order Processing
Service Order
External Service Provider
Company
Service Contracts & Sales Orders
Internal
Service
Outsourcing Agreements
Customer
Service Order
Service Purchase
Orders
Service
Notification
Internal , External Services
Service Purchase
Orders
Billing Document
Completion
Confirmation
Cost Revenues
CS – Service Planning
Capacity requirements planning
supports you in the detailed resource
planning of technicians in Customer
Service.
Repair Order
Repair order dash board
Service Order reference
Service Booking Operation and Component
CS – Service Contract Management
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AMCs: Annual Maintenance Contract once the warranty gets over – Comprehensive
Non – Comprehensive AMC : Only certain parts are covered under the contract
Only Parts Covered
Only Labor Covered
A fixed # of free PM Services
CS – Warranty Processing
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The warranty check can be performed automatically by the system when processing
customer notifications and billing requests
The Customer Service component provides the following types of warranty:
• Time-bound warranties
• Counter-dependent warranties
• Warranties that are valid for periods of time and counter intervals.
Types of Warranty
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Warranty & Free Services – Free Services provided against Warranty to Customer.
After Sales Service – Services provided after the Warranty period is surpassed or
Warranty voids.
Retro fitment Services – provided for a particular defect in some Lot of vehicles.
Annual Maintenance Contracts are also created for Corporate Clients with Proper
Servicing Schedules for the technical object.
CS – Service Scenarios
• External Procurement Services
• Depot Repair
• Service Contract with Periodic Billing
• Service with Time & Material based Billing
• Service with Fix Priced Billing
Depot Repair
Service Contract with Periodic Billing
Service with Time & Material Based Billing
Service with Fixed Price Billing
CS – Solution Data Base
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The R/3 Solution Database (SDB) applications offers customer service organizations a
knowledge base component which provides a highly flexible structure to preserve and
acquire knowledge
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SDB enables the following functionality that does not exist in the current R/3’s database
search
• exact search as well as the fuzzy search,
• attribute search (e.g., code group and codes) as well as case-based search,
• free-text descriptions as well as structured knowledge representation,
• flexible information sources including Internet/Intranet access, various file formats and the
business objects defined in R/3.
CS – Information System
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MCIA:
Notification analysis
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MCJB:
MTBR/MTTR analysis for an Equipment
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MCJC:
MTBR/MTTR analysis for a Functional Location
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MCI1 :
Object Class Analysis
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MCI2 :
Manufacturer Analysis
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MCI3 :
Location Analysis
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MCI4 :
Planner group Analysis
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MCI5 :
Damage Analysis
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MCI6 :
Object Statistics
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MCI7 :
Breakdown Analysis
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MCI8 :
Cost Analysis