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 • • • • • 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 • Functional Location • Equipment • Installed base • Serial Number • Material • 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 • • • • • 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 • • 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 • • • • 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 • 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 • 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 • MCIA: Notification analysis • MCJB: MTBR/MTTR analysis for an Equipment • MCJC: MTBR/MTTR analysis for a Functional Location • MCI1 : Object Class Analysis • MCI2 : Manufacturer Analysis • MCI3 : Location Analysis • MCI4 : Planner group Analysis • MCI5 : Damage Analysis • MCI6 : Object Statistics • MCI7 : Breakdown Analysis • MCI8 : Cost Analysis
