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 Pre-sales scenario for services, Sales scenario for services/spares, Post sales and special scenarios such as warranty claim processing, Intercompany scenarios.

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

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

CS OVERVIEW

CS – Enterprise Structure

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 S1 - Problem Notification S2 - Activity report S3 - Service request Catalogue Object Part Cause of damage Task Damage / Problem Activity

CS – Service Order Processing SM01 for Service orders ( with revenues ) SM02 for Service orders ( Without revenues ) SM03 for Repair orders Order Creation a. Checking of availability of material and production resources/tools b. Release for implementation c. Printing of shop papers d. Collecting material components 2. Execution a. Repair of the Equipment at customer site / at plant 3. Post processing a. Confirmation ( T code IW41) b. Technical completion c. Settlement of costs d. Business completion Task list structure Operation sub-operation Components Tools Maintenance packages Activities in Operation Description of the Work Work Center carrying out the work Control key for the fine control Assembly Default values / Times Deadlines Relationships

CS – Service Planning Capacity requirements planning supports you in the detailed resource planning of technicians in Customer Service. You can only use this component in connection with the following application components: Service Orders (CS-SE) Capacity Requirements Planning (PP-CRP) Personnel Management (PA) Time Management (PT Maintenance Planning consists of - Maintenance item - A maintenance item describes which preventive maintenance tasks should take place regularly on a technical object or a group of technical objects. Maintenance Plan - The maintenance plan contains scheduling information from the following sources Maintenance Strategy - A maintenance strategy defines the rules for the sequence of planned maintenance work Maintenance cycle - The maintenance cycles and packages contain the time or performance condition when maintenance must be performed Scheduling parameters - use the scheduling parameters to adapt the scheduling process to meet your individual requirements. Maintenance Task list - Maintenance task lists describe a sequence of individual maintenance activities which must be performed repeatedly within a company Maintenance Objects - A list of objects which are assigned to a particular maintenance item.

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. Symptoms - Detail information contains basic data and basic classification of a symptom Symptom Type Symptom Category Symptom Code Symptom Priority Symptom Catalogue Profile Symptom Application Area Symptom Validation Category Symptom Validation Dates Symptom Status

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