Presentation on theme: "Maintenance and Warranty Processing"— Presentation transcript:
1 Maintenance and Warranty Processing SAP Best Practices
2 Purpose & Benefits Purpose Benefits This scenario addresses the processing of a service case from the initial reporting of the problem by the customer telling about the equipment number of the repair good. The process is built on the fact that the repair good has been produced at plant once or it is returned for the second time to the plant so that equipment verification is possible.BenefitsCustomer Service and Order ManagementWarranty checkRepairs ProcessingInventory ManagementCross-Application Time SheetEquipment Handling
3 Required SAP Applications and Company Roles Enhancement package 5 for SAP ERP 6.0Company RolesService AgentWarehouse ClerkPurchaserSales AdministratorService Employee
4 Detailed Process Description Repairs at PlantA service agent creates a service notification in the system. The service notification number is used as a return material authorization (RMA) number in the remainder of the repair process. The service agent carries out a warranty check on the service notification. The service center informs the customer that they must send the notebook to the central service center. The service notification number (RMA) must be specified on the shipping documents; otherwise the notebook is rejected by the service center. If the necessary spare parts are not in stock, they have to be ordered. A repair order is then created from the service notification so that the entire repair process can be controlled and settled. In the repair order, the damaged notebook is automatically assigned by the returns items created. A service order is automatically generated using an item proposal to enable the repairs to be carried out. Once the repairs have been carried out, the costs (for hourly fees and spare parts) are confirmed to the service order. The repaired notebook is delivered to the customer and the final repair status can be displayed. This appears in the repair order as an additional item and is not a separate document. On a periodic basis the costs and revenues incurred on the service order are being settled to the repair order, where they can be evaluated.
5 Maintenance and Warranty Processing Process Flow DiagramMaintenance and Warranty ProcessingEventCustomer Contract Needs to be CreatedIn case no warranty appliesDepot Repair(217)Service AgentWarrantyCheckCreate Service NotificationChange Service NotificationDisplay the Service OrderDisplay Repair OrderWarehouse ClerkCreate Return Delivery with Reference to Sales OrderSales Administra-torChange Repair Order – Starting RepairsDisplay Status of Repair OrderService EmployeeTime Recording (211)Change Service OrderConfirm Material UsedCheck Planned / Actual CostsClose Service Order – Technically CompleteDisplay Equipment Using Equipment ListPurchaserStock overviewPosting Goods IssueDisplay Serviceable Materials
6 Legend Symbol Description Usage Comments Symbol Description Band: Identifies a user role, such as Accounts Payable Clerk or Sales Representative. This band can also identify an organization unit or group, rather than a specific role.The other process flow symbols in this table go into these rows. You have as many rows as required to cover all of the roles in the scenario.Role band contains tasks common to that role.External Events: Contains events that start or end the scenario, or influence the course of events in the scenario.Flow line (solid): Line indicates the normal sequence of steps and direction of flow in the scenario. Flow line (dashed): Line indicates flow to infrequently-used or conditional tasks in a scenario. Line can also lead to documents involved in the process flow.Connects two tasks in a scenario process or a non-step eventBusiness Activity / Event: Identifies an action that either leads into or out of the scenario, or an outside Process that happens during the scenarioDoes not correspond to a task step in the documentUnit Process: Identifies a task that is covered in a step-by-step manner in the scenarioCorresponds to a task step in the documentProcess Reference: If the scenario references another scenario in total, put the scenario number and name here.Sub-Process Reference: If the scenario references another scenario in part, put the scenario number, name, and the step numbers from that scenario hereProcess Decision: Identifies a decision / branching point, signifying a choice to be made by the end user. Lines represent different choices emerging from different parts of the diamond.Does not usually correspond to a task step in the document; Reflects a choice to be made after step executionSymbolDescriptionUsage CommentsTo next / From last Diagram: Leads to the next / previous page of the DiagramFlow chart continues on the next / previous pageHardcopy / Document: Identifies a printed document, report, or formDoes not correspond to a task step in a document; instead, it is used to reflect a document generated by a task step; this shape does not have any outgoing flow linesFinancial Actuals: Indicates a financial posting documentBudget Planning: Indicates a budget planning documentManual Process: Covers a task that is manually doneDoes not generally correspond to a task step in a document; instead, it is used to reflect a task that is manually performed, such as unloading a truck in the warehouse, which affects the process flow.Existing Version / Data: This block covers data that feeds in from an external processDoes not generally correspond to a task step in a document; instead, this shape reflects data coming from an external source; this step does not have any incoming flow linesSystem Pass / Fail Decision: This block covers an automatic decision made by the softwareDoes not generally correspond to a task step in the document; instead it is used to reflect an automatic decision by the system that is made after a step has been executed.Diagram Connection<Function>External to SAPHardcopy / DocumentFinancial ActualsBusiness Activity / EventBudget PlanningUnit ProcessManual ProcessProcess ReferenceSub-Process ReferenceExisting Version / DataProcess DecisionSystem Pass/Fail Decision
7 Appendix Service Plant Master Data Used Material/Service Material Sold-to partyShip-to partyPayerPlantStorage LocationCompany CodeCO AreaSales organizationDistribution channelDivisionEmployee