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