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©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating.

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Presentation on theme: "©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating."— Presentation transcript:

1 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Scenario Explorer Open Legend Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant Warehouse Manager Warehouse Operator The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely. Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments. Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Business Value Scenario Flow Further Information

2 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Scenario Explorer Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely. Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments. Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Open Legend Accounts Receivables Accountant Warehouse Manager Warehouse Operator Open Legend Warehouse Manager Warehouse Operator Legend Process mainly driven by the user Process mainly driven by the system Manual process not supported by the system Process that communicates with third- party software (mouse-over for details) Process with relevance to Financials Related scenario Info button with more information Close Legend Business Value Scenario Flow Further Information

3 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Handling an Incoming Customer Inquiry Scenario Explorer Process Description Performed by Sales/Customer Service Representative In the Work Centers Account Management Groupware (Outlook) Collaboration Window Further Information Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Handling an Incoming Customer Inquiry via Telephony Channel Receive an incoming call and log an inquiry X i Click hereClick here to display process variants The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, , or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Business Value Scenario Flow Further Information See also Service Order Processing

4 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Handling an Incoming Customer Inquiry Scenario Explorer Process Description Performed by Sales/Customer Service Representative In the Work Centers Account Management Groupware (Outlook) Collaboration Window Further Information Request- to-Resolve Handling an Incoming Customer Inquiry via Telephony Channel Receive an incoming call and log an inquiry i Click hereClick here to hide process variants Handling an Incoming Customer Inquiry via Fax or Channel Handling an Incoming Inquiry Manually via Activities i i Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices The Handling an Incoming Customer Inquiry business process enables you to manage the arrival of incoming customer inquiries via various input channels such as phone, , or the Internet. During customer interactions, it is key to know who you are dealing with. To quickly identify the account and contact, there are several possibilities such as automatic identification based on the telephone number of an incoming call, or you can enter the name of a caller manually in a Google-like search. Business Value Scenario Flow Further Information See also Quick Guide for Service Order Processing X

5 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Creating and Planning Service Orders Scenario Explorer Process Description Performed by Service Planner/ Dispatcher In the Work Center Service Orders Further Information Handling an Incoming Customer Inquiry Executing Services Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Creating and Planning Service Orders Create a service order with incident details Plan and submit a service order ii The Creating and Planning Service Orders business process enables your service department to create a service order when a customer calls requesting the repair or maintenance of a product. Alternatively, a service employee monitors incoming service requests and creates a follow-up order when services or spare parts are required on-site, at your own service center, or at the service center of a supplier. Your service employee creates a service order with relevant details such as the account, affected product, location of service provision, order priority, the services and spare parts required, and related expenses that might result from the service execution, for example travel to the customer. After the order is planned, an order confirmation is sent to the customer and the order released for follow-up processes. Service employees track and monitor all processes involved in service delivery directly from the service order. X Business Value Scenario Flow Further Information See also Service Order Processing

6 ©© 2013 SAP AG. All rights reserved. Service and Repair Process Details: Dispatching and Scheduling Orders Scenario Explorer Process Description Performed by Service Planner/Dispatcher Service Performer In the Work Centers Sales Orders Service and Repair Further Information Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Click process chevrons for details Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Request- to-Resolve Procure-to- Pay (Services) Dispatching and Scheduling Orders - Decentral Scheduling … Prepare service execution Schedule an order Check order pipeline and plan a route Dispatch and release an order for execution iiii Click hereClick here to display process variants The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account. Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. X Scenario/Processes Business Value Scenario Flow Further Information See also Order Pipeline Quick Guide

7 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Service and Repair Process Details: Dispatching and Scheduling Orders Scenario Explorer Process Description Performed by Service Planner/Dispatcher Service Performer In the Work Centers Sales Orders Service and Repair Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Dispatching and Scheduling Orders - Decentral Scheduling … Dispatching and Scheduling Orders - Central Scheduling i Click hereClick here to hide process variants Prepare service execution Schedule an order Check order pipeline and plan a route Dispatch and release an order for execution iiii The Dispatching and Scheduling Orders business process enables a service employee to assign an order, either manually or automatically to the responsible service performer and execution team/supplier. He or she can then schedule the service performer by creating a follow-up appointment for the sales or service order. This can be done either centrally by the service employee or decentrally by the service performer. The order can be scheduled taking the order priority, availability, or other aspects such as service levels and route optimization into account. Finally, the service employee releases the order for execution. Once this is done, the service performer can print and/or download the list of orders to be executed as well as the details for each order before heading out. In addition, the service performer can display the appointments in a calendar view within the SAP Business ByDesign system or in a groupware client such as Outlook, if groupware integration is active. Business Value Scenario Flow Further Information See also Fulfilling Service Orders X

8 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Initiating Outbound Delivery Scenario Explorer Process Description Performed by Warehouse Manager In the Work Center(s) Outbound Logistics Control Further Information Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Initiating Outbound Delivery Initiate outbound delivery Determine ship-from and check product availability ii The Initiating Outbound Delivery business process enables you to manually perform ATP checks for sales order items. Depending on the current situation the system might change the source of supply for the sales order. By releasing the confirmed scheduled lines to logistics execution you initiate the outbound delivery process. The process step Initiating Outbound Delivery is only relevant for on-site service provision. X Business Value Scenario Flow Further Information See also Outbound Deliveries Quick Guide

9 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Processing Outbound Delivery Scenario Explorer Process Description Performed by Warehouse Operator In the Work Center Outbound Logistics Further Information Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Receivables and Payments Goods Movement Request- to-Resolve Procure-to- Pay (Services) Dispatching and Scheduling Orders Creating Customer Invoices Processing Outbound Delivery - With Tasks Create a warehouse task - outbound Create a warehouse request - outbound Confirm a warehouse task and post goods issue - outbound Finalize an outbound delivery Accept a deviation - outbound iiiii Click hereClick here to display process variants Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically. The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually. The process step Processing Outbound Delivery is only relevant for on-site service provision. X Business Value Scenario Flow Further Information See also Post a Goods Issue and Create an Outbound Delivery for Delivery Proposals with Optional Label Creation

10 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Receivables and Payments Goods Movement Service and Repair Process Details: Processing Outbound Delivery Scenario Explorer Process Description Performed by Warehouse Operator In the Work Center Outbound Logistics Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Dispatching and Scheduling Orders Creating Customer Invoices Processing Outbound Delivery - With Tasks Create a warehouse task - outbound Create a warehouse request - outbound Confirm a warehouse task and post goods issue - outbound Finalize an outbound delivery Accept a deviation - outbound iiiii Processing Outbound Delivery - Without Task Control i Click hereClick here to hide process variants Depending on the complexity of your warehouse processing, the Processing Outbound Delivery business process can help you coordinate your outbound logistics activities with or without task support from the system. It helps you to control and manage outbound deliveries from the time a delivery proposal is received to the moment it is delivered to your customer or returned to your supplier. With the release of the outbound delivery the system prints a delivery note or sends an ASN automatically. The Processing Outbound Delivery business process still allows the warehouse manager to make changes or create tasks for the warehouse worker manually. The process step Processing Outbound Delivery is only relevant for on-site service provision. Business Value Scenario Flow Further Information See also Outbound Delivery Processing X

11 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Receivables and Payments Goods Movement Service and Repair Process Details: Creating Down Payment Request - Customer Scenario Explorer Process Description Performed by Sales/Customer Service Representative In the Work Center Customer Invoicing Further Information Click process chevrons for details Processing Outbound Delivery Processing Inbound Delivery Processing Inbound Delivery Notification Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Creating Down Payment Request - Customer Create and release down payment request i The Creating Down Payment Requests - Customer business process enables you to request down payments from the customer, before services are performed or products are delivered. The sales representative creates and releases a down payment request for this purpose. X Business Value Scenario Flow Further Information See also Create a Down Payment Request

12 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Processing Inbound Delivery Notification Processing Receivables and Payments Goods Movement Service and Repair Process Details: Processing Receivables and Payments Scenario Explorer Process Description Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Processing Externally-Initiated Payments by Incoming Bank Transfer Clear a payment Allocate a payment Process a bank statement Enter a remittance advice iiii Click hereClick here to display process variants The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. X Creating Down Payment Request - Customer Business Value Scenario Flow Further Information See also Manual Incoming Payments

13 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Processing Inbound Delivery Notification Creating Down Payment Request - Customer Processing Receivables and Payments Goods Movement Service and Repair Process Details: Processing Receivables and Payments Scenario Explorer Process Description Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Processing Externally-Initiated Payments by Incoming Bank Transfer Clear a payment Allocate a payment Process a bank statement Enter a remittance advice iiii The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Click hereClick here to hide process variants Processing Externally-Initiated Payments by Incoming Check Processing Externally-Initiated Payments by Incoming Check with Lockbox Processing Externally-Initiated Payments by Multiple Incoming Checks Processing Incoming Payments by Bill of Exchange Processing Incoming Payments with Petty Cash Processing Internally-Initiated Payments by Credit Card Processing Internally-Initiated Payments by Direct Debit Processing Receivables and Payments with Accounts Maintenance i i i i i i i i Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management Further Information Business Value Scenario Flow Further Information See also Automatic Incoming Payments X

14 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Executing Services Scenario Explorer Process Description Performed by Service Performer Further Information Handling an Incoming Customer Inquiry Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Executing Services Execute a service Travel to a service location ii In the Executing Services business process, once the order has been released for execution and preparations made, the service performer travels to the customer to perform the requested service, or performs the service working remotely or in a repair center. The process step Executing Services is only relevant for on-site service provision. X Business Value Scenario Flow Further Information See also Service Confirmations Quick Guide

15 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Confirming Service Execution Scenario Explorer Process Description Performed by Service Performer In the Work Center Service and Repair Further Information Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Confirming Service Execution - With a Service Confirmation Click hereClick here to display process variants Document work, track actuals and release a service confirmation i The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality. If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a suppliers service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement. After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order. Business Value Scenario Flow Further Information See also Service Confirmation Processing X

16 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Service and Repair Process Details: Confirming Service Execution Scenario Explorer Process Description Performed by Service Performer In the Work Center Service and Repair Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Confirming Service Execution - With a Service Confirmation Document work, track actuals and release a service confirmation i Confirming Service Execution - With an Order i Click hereClick here to hide process variants The Confirming Service Execution business process enables the service performer to complete the job, after executing a service, by reporting back actual times and spare parts as well as travel expenses, for example. The service confirmation document is also used to record additional information about the work performed, the root cause of a product problem, warranty information, or feedback with the aim to increase product quality. If the location of service provision is your own service center, or if there is unplanned consumption, the service performer processes a goods activity confirmation for spare parts. This enables him or her to trigger a goods issue directly for the related logistics area without having to trigger the outbound delivery process. For service provided at a suppliers service center, the actual service and spare parts consumption in the confirmation is taken from the goods and service acknowledgement. After the service confirmation document has been released, the system automatically triggers customer invoicing and passes necessary information to Cash Flow Management to calculate the costs-of-service, and also to Inventory Management to adapt the inventory level in case of spare part consumption. For fixed price services, where there is no service confirmation, completion is confirmed directly in the sales or service order and the follow-up processes triggered from the order. X Business Value Scenario Flow Further Information See also Service Confirmation Processing

17 ©© 2013 SAP AG. All rights reserved. Processing Receivables and Payments Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Service and Repair Process Details: Creating Customer Invoices Scenario Explorer Process Description Performed by Accounts Receivables Accountant In the Work Center(s) Customer Invoicing Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Release an invoice Transfer invoice requests ii Creating Down Payment Request - Customer In the Creating Customer Invoices business process, the system creates invoice requests automatically after services have been performed or products delivered. You must transfer these requests to an invoice which is sent to the customer and passed to Cash Flow Management. You can do this manually or with an invoice run. It is possible to combine several requests into one invoice or split them into several invoices. X Scenario/Processes Business Value Scenario Flow Further Information See also Quick Guide for Invoice Requests

18 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Processing Receivables and Payments Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Goods Movement Creating Down Payment Request - Customer Service and Repair Process Details: Processing Inbound Delivery Notification Scenario Explorer Process Description Performed by Warehouse Operator In the Work Center Inbound Logistics Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Processing Delivery Notification - Parts Return Create a parts return notification i Creating Customer Invoices The Processing Inbound Delivery Notification business process comprises the creation and use of inbound delivery notifications (IDNs). An IDN represents a delivery coming from outside. It can either be an ASN (advanced shipping notification) or a printed delivery note accompanying the physical goods. Creating an IDN is mandatory for customer returns, parts returns, and stock transfers and optional for the supplier deliveries. Based on an IDN the inbound processing can always be done with or without tasks. You can process inbound deliveries with inbound delivery notifications with or without task support from the system. X Business Value Scenario Flow Further Information See also Create a Customer Return Notification

19 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Processing Inbound Delivery Scenario Explorer Process Description … Performed by Warehouse Operator In the Work Center Inbound Logistics Further Information Executing Services Creating Down Payment Request - Customer Confirming Service Execution Click process chevrons for details Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Notification Goods Movement Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Processing Inbound Delivery- Based on ASN with Task Control Check and finalize an inbound delivery Accept a deviation - inbound Confirm a warehouse task - inbound Create a warehouse task - inbound Create a warehouse request - inbound iiiii Click hereClick here to display process variants The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). X Business Value Scenario Flow Further Information See also Inbound Delivery Processing

20 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Executing Services Creating Down Payment Request - Customer Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Notification Goods Movement Service and Repair Process Details: Processing Inbound Delivery Scenario Explorer Process Description … Performed by Warehouse Operator In the Work Center Inbound Logistics Further Information Click process chevrons for details Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Processing Inbound Delivery- Based on ASN with Task Control Check and finalize an inbound delivery Accept a deviation - inbound Confirm a warehouse task - inbound Create a warehouse task - inbound Create a warehouse request - inbound iiiii Processing Inbound Delivery - Based on ASN without Task Control i Click hereClick here to hide process variants The Processing Inbound Delivery business process enables you to process the products received into a warehouse and post them to stock. You can use the following inbound delivery types: supplier delivery, customer return, parts return, and stock transfer. You can process your inbound deliveries with or without an inbound delivery notification and with or without task support from the system. For supplier deliveries, you can use an inbound delivery notification or you can directly refer to the purchase order in the Post Goods Receipt screen. Based on your logistics model settings, a quality inspection can be created automatically. The incoming goods can then be stored in a specially designated area (for example, quality inspection stock). X Business Value Scenario Flow Further Information See also Inbound Delivery Processing

21 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Processing Receivables and Payments Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Confirming Service Execution Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Inbound Delivery Processing Inbound Delivery Notification Creating Down Payment Request - Customer Service and Repair Process Details: Goods Movement Scenario Explorer Process Description Performed by Warehouse Operator In the Work Center Internal Logistics Further Information Click process chevrons for details Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Goods Movement Create Goods Movement i The Goods Movement business process allows you to move products between logistics areas. This means that you can spontaneously update inventory with changes that are the result of unforeseen circumstances. X Business Value Scenario Flow Further Information See also Create a Goods Movement

22 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Service and Repair Process Details: Processing Receivables and Payments Scenario Explorer Process Description Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management Further Information Executing Services Confirming Service Execution Click process chevrons for details Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Expense Reimburse- ment Creating Customer Invoices … Processing Externally-Initiated Payments by Incoming Bank Transfer Clear a payment Allocate a payment Process a bank statement Enter a remittance advice iiii Click hereClick here to display process variants The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. X Business Value Scenario Flow Further Information See also Allocate a Payment Manually

23 ©© 2013 SAP AG. All rights reserved. Scenario/Processes Executing Services Confirming Service Execution Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Service and Repair Process Details: Processing Receivables and Payments Scenario Explorer Process Description The Processing Receivables and Payments business process enables the processing of incoming payments, initiated either internally by your company or externally by your customers. The process uses country-specific payment methods. Payments can be made manually, or automatically via a payment run in which the system proposes open items for payment. You then release the payments and the system posts them to accounting. You create the payment medium, either manually or as part of an automatic run, using files for direct debit or credit card payments. It is also possible to upload credit card statements to pre-confirm payments. When the payments are credited to the company's bank account, the bank statement is entered in the system, either uploaded electronically or entered manually, before being confirmed. If payments are initiated externally by the customer, the bank statement provides notification of payment. The payments are matched in the system to the open invoices before being cleared. Performed by Accounts Receivables Accountant In the Work Centers Receivables Payment Management Liquidity Management Further Information Click process chevrons for details Expense Reimburse- ment Creating Customer Invoices … X Processing Externally-Initiated Payments by Incoming Check Processing Externally-Initiated Payments by Incoming Check with Lockbox Processing Externally-Initiated Payments by Multiple Incoming Checks Processing Incoming Payments by Bill of Exchange Processing Incoming Payments with Petty Cash Processing Internally-Initiated Payments by Credit Card Processing Internally-Initiated Payments by Direct Debit Processing Receivables and Payments with Accounts Maintenance i i i i i i i i Processing Externally-Initiated Payments by Incoming Bank Transfer Clear a payment Allocate a payment Process a bank statement Enter a remittance advice iiii Click hereClick here to hide process variants X Business Value Scenario Flow Further Information See also Clear an Incoming Payment Manually

24 ©© 2013 SAP AG. All rights reserved. Service and Repair Business Value Scenario Explorer Overview For midsize companies providing after sales services on-site, this process is supported by alert-driven and exception- based processing. You can increase customer satisfaction, decrease response time, lower cost to service, eliminate field service inefficiencies, reduce spare parts inventory and improve long term customer loyalty. SAP Business ByDesign helps efficiently manage the service and repair business: From service request, assignment of personnel, service fulfillment through to settlement of invoices. Fully integrated into the supply chain, demand planning and logistics control for spare parts ensures availability thereby minimizing the need for large spare part inventories Seamless flow of all service data from service operations to financials ensures that accounting is automatically updated by changes to service delivery, inventory levels, and payments Efficient management of warranty entitlements to speed up processing of claims Service job scheduling estimates time required to perform jobs, identifies field service team and technicians as well as planning efficient service routes Sales of 3rd party services including procurement and financial integration Immediate invoicing after work completion is confirmed accelerates time to cash Automatic Product Registration from Outbound delivery to track serialized products Mobile Service Solution for handheld devices (Windows Mobile) via partner solution Complete, built-in analytics and reporting on service order tracking, service costs, profitability as well as service category analysis Key Benefits OrderAssignResolveSettle Create Service Order Plan & Dispatch Order Assign Spare Parts Release Service Order Perform Service Create Confirmation Create Invoice Collect Payment Post To Ledger Business Value Scenario/Processes Scenario Flow Further Information

25 ©© 2013 SAP AG. All rights reserved. Service and Repair Scenario Flow Variant: With Services and Expenses Legend & Variants Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario: With services and expenses With spare parts With 3 rd party With 3 rd party With down payments Dotted line = optional Process mainly driven by the system Process mainly driven by the user Process mainly driven by the system Process variant1 Process variant 2 Scenario Explorer Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) using a service confirmation within order with central scheduling with decentral scheduling Request to Resolve Expense Reimbursement telephony channel fax-/ channel Executing Services Dispatching and Scheduling Orders Creating and Planning Service Orders Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Handling an Incoming Customer Inquiry Business Value Scenario/Processes Scenario Flow Further Information Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Receivables/ Cash & Liquidity Mgt Work Center Additional Application

26 ©© 2013 SAP AG. All rights reserved. Service and Repair Scenario Flow Variant: With Spare Parts Legend & Variants Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario: Dotted line = optional Process mainly driven by the system Process mainly driven by the user Process mainly driven by the system Process variant1 Process variant 2 Scenario Explorer using a service confirmation within order with central scheduling with decentral scheduling Request to Resolve Expense Reimbursement telephony channel fax-/ channel with task control without task control Parts return notification (pre-delivery) based on ASN with task control based on ASN without task control Outbound Logistics Internal Logistics Inbound Logistics Inbound Delivery Processing Inbound Delivery Notification Processing With services and expenses With spare parts With 3 rd party With 3 rd party With down payments Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) Outbound Logistics Control Outbound Logistics Outbound Delivery Processing Initiate Outbound Processing Goods Movement Executing Services Dispatching and Scheduling Orders Creating and Planning Service Orders Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Handling an Incoming Customer Inquiry Business Value Scenario/Processes Scenario Flow Further Information Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Receivables/ Cash & Liquidity Mgt Work Center Additional Application

27 ©© 2013 SAP AG. All rights reserved. Service and Repair Scenario Flow Variant: With Third Party Legend & Variants Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario: With services and expenses With spare parts With 3 rd party With down payments Dotted line = optional Process mainly driven by the system Process mainly driven by the user Process mainly driven by the system Process variant1 Process variant 2 Scenario Explorer Procure-to-Pay (Services) using a service confirmation within order with central scheduling with decentral scheduling Request to Resolve Expense Reimbursement telephony channel fax-/ channel Executing Services Dispatching and Scheduling Orders Creating and Planning Service Orders Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Handling an Incoming Customer Inquiry Business Value Scenario/Processes Scenario Flow Further Information Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Receivables/ Cash & Liquidity Mgt Work Center Additional Application

28 ©© 2013 SAP AG. All rights reserved. Service and Repair Scenario Flow Variant: With Down Payments Legend & Variants Work center in which process is performed Business document flow Process related to Financials Related scenarios Variants of the Scenario: With services and expenses With spare parts With 3 rd party With 3 rd party With down payments Dotted line = optional Process mainly driven by the system Process mainly driven by the user Process mainly driven by the system Process variant1 Process variant 2 Scenario Explorer Work Center Additional Application Customer Invoicing Creating Down Payment Request Processing Receivables and Payments using a service confirmation within order with central scheduling with decentral scheduling Request to Resolve Expense Reimbursement telephony channel fax-/ channel Collaboration Window/ Groupware Client Service Orders Service and Repair Customer Invoicing Receivables/ Cash & Liquidity Mgt Executing Services Processing externally-initiated payments by incoming bank transfer Processing externally-initiated payments by incoming check … (7 more variants) Executing Services Dispatching and Scheduling Orders Creating and Planning Service Orders Confirming Service Execution Creating Customer Invoice Processing Receivables and Payments Handling an Incoming Customer Inquiry Business Value Scenario/Processes Scenario Flow Further Information Receivables/ Cash & Liquidity Mgt

29 ©© 2013 SAP AG. All rights reserved. Service and Repair Further Information Scenario Explorer Forum Get in touch with experts to discuss your specific requirements. To enter the community, click here.*click here More Details SAP provides a complete product documentation, covering all aspects of the business scenario. For more details, click here.click here Self-Enablement Systems If you want to try out the business scenario, click here.*click here WIKI In addition to the product documentation, SAP provides Wikis that describe additional aspects of SAP Business ByDesign. To access the WIKI, click here.*click here Do you want to try it out?Do you need more information?Do you want to discuss with others? VV * Note that to access the links above you need to have a user in SAP Business Center. If you cannot access the page directly and if you are using Microsoft Internet Explorer®, please check Further Information Business Value Scenario/Processes Scenario Flow


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