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Maintenance and Warranty Processing

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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. Benefits Customer Service and Order Management Warranty check Repairs Processing Inventory Management Cross-Application Time Sheet Equipment Handling

3 Required SAP Applications and Company Roles
Enhancement package 5 for SAP ERP 6.0 Company Roles Service Agent Warehouse Clerk Purchaser Sales Administrator Service Employee

4 Detailed Process Description
Repairs at Plant A 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 Diagram Maintenance and Warranty Processing Event Customer Contract Needs to be Created In case no warranty applies Depot Repair (217) Service Agent Warranty Check Create Service Notification Change Service Notification Display the Service Order Display Repair Order Warehouse Clerk Create Return Delivery with Reference to Sales Order Sales Administra-tor Change Repair Order – Starting Repairs Display Status of Repair Order Service Employee Time Recording (211) Change Service Order Confirm Material Used Check Planned / Actual Costs Close Service Order – Technically Complete Display Equipment Using Equipment List Purchaser Stock overview Posting Goods Issue Display 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 event Business Activity / Event: Identifies an action that either leads into or out of the scenario, or an outside Process that happens during the scenario Does not correspond to a task step in the document Unit Process: Identifies a task that is covered in a step-by-step manner in the scenario Corresponds to a task step in the document Process 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 here Process 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 execution Symbol Description Usage Comments To next / From last Diagram: Leads to the next / previous page of the Diagram Flow chart continues on the next / previous page Hardcopy / Document: Identifies a printed document, report, or form Does 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 lines Financial Actuals: Indicates a financial posting document Budget Planning: Indicates a budget planning document Manual Process: Covers a task that is manually done Does 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 process Does 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 lines System Pass / Fail Decision: This block covers an automatic decision made by the software Does 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 SAP Hardcopy / Document Financial Actuals Business Activity / Event Budget Planning Unit Process Manual Process Process Reference Sub-Process Reference Existing Version / Data Process Decision System Pass/Fail Decision

7 Appendix Service Plant Master Data Used Material/Service Material
Sold-to party Ship-to party Payer Plant Storage Location Company Code CO Area Sales organization Distribution channel Division Employee


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