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Warranty Management - Fast Start
Automotive Consulting Solution
2 © SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
3 © SAP SE or an SAP affiliate company. All rights reserved.
Customer Benefit
Proven solutions/services of SAP Automotive Consulting
Solutions already running productive at several customers
Solutions and documentation are available in German and English
Prompt implementation possible
Defined timeframe for implementation
Exact calculation of implementation cost. Implementation for fixed price
6 months of free follow up care operations for bug corrections starting at
the date of installation within the development landscape. Afterwards
chargeable consulting support starts
No additional ongoing costs (i.e. maintenance cost)
Time
Cost
Solution
4 © SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
5 © SAP SE or an SAP affiliate company. All rights reserved.
Warranty Management Fast Start Solution description
The Warranty Management Fast Start contains all essentials for a quick and
easy implementation of SAP Warranty Management (WTY).
Ready-to-use established Warranty Management Process
Includes warranty rules and checks, FI-posting, message issuing
Predefined enhancement points for additional process blocks
Complete authorization framework
Roles for users, key users, developers
Project accelerators
Typical customer fields in standard structures
Functional Enhancements
Customizing utilities and tool reports
Implementation guidelines and conventions
6 © SAP SE or an SAP affiliate company. All rights reserved.
Warranty Management Fast Start ACS warranty process for inbound claims
The ACS warranty process for inbound claims covers – among others – the following
process steps:
Claim creation – ready to connect to dealer portal / inbound IDocs
Determination of the reference object and enriching the claim with data from the object
Checks on incoming and outgoing claim versions (IC / OC), master warranty check
Message (credit note) issuing to claimant
Posting to FI/CO and reversal
Fast processing buttons and automatic processing
Claim closure
Defined Add-On Points for additional processes
Dealer portal
Recall handling
Authorization Claims
Return parts handling
Supplier recovery
Etc.
© SAP Automotive Consulting Solution / Page
7 © SAP SE or an SAP affiliate company. All rights reserved.
Warranty Management Fast Start Authorization Framework
The authorization framework is a product of over 10 years of project
experience.
Specific roles for warranty clerks, key users, developers
Roles can be individual for
Countries
Claim types (= process variants)
Organizational data
Extendable framework
© SAP Automotive Consulting Solution / Page
8 © SAP SE or an SAP affiliate company. All rights reserved.
Warranty Management Fast Start ACS Implementation at a fixed price
The ACS Warranty Management Fast Start includes the implementation of a
proven and scalable warranty process in your system
Installation, customizing and technical adaptation
Technical elements and customizing are transported into your system and necessary
adaptations are made to connect it to your system
Integration efforts
Integration of Warranty Management into your processes is provided by customizing
guides. This includes things like pricing, FI account determination, catalogues and
similar things
Master Data checks and preparation for Go-Live
Documentation
A comprehensive documentation package, including end user documentation and
technical documentation
© SAP Automotive Consulting Solution / Page
9 © SAP SE or an SAP affiliate company. All rights reserved.
Warranty Management Fast Start Project accelerators
With the ACS Warranty Management Fast Start, your own project implementations
can be faster, cheaper and better.
Preparation for the integration of customer fields for standard structures and
BAdI implementations. Enhance the ACS process according to your
requirements
Customizing and implementation utilities
These are tools for turning your process into an action matrix, analyzing action
matrices, (mass) changing claims, helping the set-up of mass processing jobs and
speeding up customer implementations
Object-oriented action class
This class makes the definition of customer actions easier by providing ready-to-use
methods of frequently used code blocks.
Implementation guidelines
Naming conventions, development guidelines and checklists give you the power to
leverage more than 10 years of SAP Consulting’s WTY experience
© SAP Automotive Consulting Solution / Page
10 © SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
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Graphical process flow chart
© SAP Automotive Consulting Solution / Page
12 © SAP SE or an SAP affiliate company. All rights reserved.
Reference object determination
Reference object and object data determination from a serial number can be
tedious. With Fast Start, it is implemented already.
Automatic determination of vehicle or equipment from serial number
Automatic determination of dependent data like master warranty, warranty start
date, partner etc.
Display of all determined data with the warranty claim
Direct access to object master data through forward navigation
© SAP Automotive Consulting Solution / Page
13 © SAP SE or an SAP affiliate company. All rights reserved.
Reference object update
Some product lifecycle data about the reference object only becomes known
with the claim.
Update the reference object conveniently from the claim
© SAP Automotive Consulting Solution / Page
14 © SAP SE or an SAP affiliate company. All rights reserved.
Clerk determination
Automatic clerk determination can be used to transfer claims automatically
into the worklist of a clerk or group of clerks.
The Fast Start delivers a ready to use table for determination according to
Country, Partner number
Combinations of both can be used
Both individual clerks and/or clerk groups can be assigned
Additional criteria can be set up using BAdI logic
© SAP Automotive Consulting Solution / Page
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Formal checks on inbound claims
Data quality is a key in warranty processing. The Fast Start contains formal
and plausibility checks that can increase data quality and improve decision
quality.
Checks are realized using the VSR engine
Implementation of action matrix included
Business content is included
Mandatory field checks on all claim levels
Check for duplicate claims
Checks for completeness of claim
Further business content and a more elaborate implementation of message
handling are contained in the consulting solution “Productivity improvements by Automated claim validation”. For more information, see http://www.sap.de/acs
© SAP Automotive Consulting Solution / Page
16 © SAP SE or an SAP affiliate company. All rights reserved.
Return parts process
Fast Start contains an end-to-end handling of return parts
Determination of return parts from material master settings
Check for return parts integrated in claim process
Waiting status for claims with requested parts
Special status for overdue parts
Pre-defined integration point for parts diagnosis (e.g. in QM)
More extensive handling return parts (sampling, requesting pictures, multi-
dimensional definition of requests) are contained in the consulting solution
“Return parts handling”. For more information see http://www.sap.de/acs
© SAP Automotive Consulting Solution / Page
17 © SAP SE or an SAP affiliate company. All rights reserved.
Master warranty check
Checking for the validity of the warranty is the heart of the warranty process.
Master warranty assignment to equipment can be done using a migration report
that is part of Fast Start
Checks are included in the action matrix
Any types of counters (time, operating hours, km, …) are possible
More extensive handling of multiple warranty reasons (such as goodwill,
service contracts, extended warranties and more) are contained in the
consulting solution “Extended master warranty checks”. For more information see http://www.sap.de/acs
© SAP Automotive Consulting Solution / Page
18 © SAP SE or an SAP affiliate company. All rights reserved.
Temporary posting stop
Year-end closure, system migration and more can make posting stops
necessary.
With Fast Start, posting can be prevented for a certain time period, for certain
claim types or for certain countries
Stopped claim are collected in a special status and can be posted easily when
the stop is released
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19 © SAP SE or an SAP affiliate company. All rights reserved.
Credit competency check
Let claims only be released by the user that has the right to do so.
Maintain individual credit competency – separate for credits and reversals
Automatic forwarding to the next higher level can be set up. Next level approver
can be notified by email or workflow
Claims awaiting approval from higher level are collected in a separate status
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FI/CO posting and reversal process
Fast Start contains a complete implementation of the FI/CO posting process
Complete implementation in the action matrix, including reversals, reposting
after reversal
Transparency even after several re-postings through version concepts
FI account determination customizing is set up to according your needs as part
of Fast Start
CO account determination customizing is set up to according your needs as
part of Fast Start and can be on individual document level (e.g. to internal
orders or service orders)
For some special requirements (e.g. collective postings of a number of claims),
there are ACS extending the options in Warranty Claim posting in FI/CO. For
more information, see http://www.sap.de/acs
© SAP Automotive Consulting Solution / Page
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Issuing of “Claim statement”
Issuing the claim statement uses the Fast Start message determination
framework
Integration into the process is realized through the action matrix
All issued forms and statements are automatically added to the claim’s attachment list
Consistency between message issuing and actual FI/CO posting is guaranteed
Form is complete, included and adapted (Header and Footer) to your
requirements within the scope of Fast Start
© SAP Automotive Consulting Solution / Page
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Claim rejection
Claims can be rejected out of all error statuses and before the final decision is
made
Rejection is completely included in the process customizing (action matrix)
Rejected claims can be reconsidered or closed
© SAP Automotive Consulting Solution / Page
23 © SAP SE or an SAP affiliate company. All rights reserved.
Claim closure and reopening
Claims can be closed when processing is done to mark them e.g. for archiving
Closing is possible for both posted and rejected claims
Closed claims can be reopened and reconsidered
Closing and reopening claims is covered by separate authorization objects
Closing can be allowed individually for each status
© SAP Automotive Consulting Solution / Page
24 © SAP SE or an SAP affiliate company. All rights reserved.
Usage of versioning concept
Warranty Management generally involves many non-linear process flows. The
Fast Start ensures process transparency by making full use of the version
concept in SAP Warranty Management.
Incoming claims are recorded in a version of category IC (incoming from
claimant)
Initial checks and formal completion is done on this version
For making business decisions and providing answers to dealers, a new
version of category OC (outgoing to claimant is created)
Resubmission of a claim by the claimant is handled in new versions, thus
keeping information on initial versions
Supplier recovery can be handled in OV and IV versions, thus collecting a
complete processing history of the damage case. Supplier recovery is not
contained in Fast Start but there is an ACS covering this process. For more
information, see: http://www.sap.de/acs
© SAP Automotive Consulting Solution / Page
25 © SAP SE or an SAP affiliate company. All rights reserved.
Cross-process functions
Some features of the Warranty Management Fast Start are used throughout
the process:
For information on the following topics, see the following slides:
Reusable coding and naming conventions
Screens in transaction WTY on header level
Integrated pricing concept
Authorization framework
Message determination and issuing framework
Other functions
© SAP Automotive Consulting Solution / Page
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Reusable coding and naming conventions
Fast Start is built for integration – with standard processes, with your
developments and with other consulting solutions:
Usage of BAdI and enhancement spot technology to integrate all components
seamlessly
Naming convention for development objects
Naming convention for customizing, especially in the action matrix
Integrate standard actions, ACS actions and your own action within one naming
framework
Reusable coding parts are made available for custom development
© SAP Automotive Consulting Solution / Page
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Screen enhancements WTY
Layouts for all relevant table displays
Integration of all documents in document flow Extended information about
the claim’s reference object
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Integrated pricing concept
Fast Start contains a pricing concept that integrates your standard pricing
procedure with Warranty specific requirements:
Price adaptation for reducing claims
Adaptation on percentage or value
basis
Adaptation on version and item level
Adaptation based on item type
Setting maximum values for items
Pricing for labor values based on
countries, dealers, etc.
© SAP Automotive Consulting Solution / Page
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The Fast Start contains a complete authorization framework including best-
practice roles.
The following roles are implemented:
Warranty clerk for the customer facing process
Warranty clerk for the supplier recovery process
Warranty key/power user with additional analysis authorizations
Master data maintenance for warranty
Developer of warranty objects
All roles and authorizations are tuned
to the process contained in the Fast Start
Authorization framework
© SAP Automotive Consulting Solution / Page
30 © SAP SE or an SAP affiliate company. All rights reserved.
Message determination and issuing framework
SAP Warranty Management uses the standard message determination that is
used by many other processes in ERP.
Message determination and issuing is integrated into the Fast Start process.
Form and content of messages is predefined and can be adapted to your needs
(by customer fields, logos etc.)
A framework concept makes it easy to integrate further messages into the
process
Message determination and issuing for processes covered by additional
Warranty Consulting Solutions fit into the same framework and can therefore
easily be integrated fir Fast Start. For more information on additional process,
see: http://www.sap.de/acs
© SAP Automotive Consulting Solution / Page
31 © SAP SE or an SAP affiliate company. All rights reserved.
Other functions
Fast Start contains many bigger and smaller features that have proven their
value in numerous customer projects:
Integration of SAP standard catalogues for defect codes, labor values and sublet
items
Quick access buttons for most important actions (1-click-access)
Synchronization of header and IC version partner
Automatic item type determination from material number and material number
determination from item type
Automatic redetermination of reference object when serial number in the claim is
changed
Clearing all item data on clearing of material number
Inclusion of IDocs in warranty claim document flow
Org. data available on header and version level
Layout for item table and claim navigation tree
© SAP Automotive Consulting Solution / Page
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Additional programs and development tools
Tools for process development
Where-used-list for function modules in actions
Plausibility and completeness check for matrix
Graphical representation of action matrix
Other developer tools
Authority check for action
Tools for power users and analysis
Claim search via change documents
Search for WTY IDocs
Claim error log display
Tools for master data maintenance and migration
© SAP Automotive Consulting Solution / Page
35 © SAP SE or an SAP affiliate company. All rights reserved.
Installation and integration services
The Fast Start is more than a technical issue. It supports you in aligning IT to
your business needs while at the same time leveraging SAP Consulting’s best practices.
Templates are provided for all relevant business blueprint activities
The Fast Start process are completely integrated into your existing environment
– FI/CO posting, message determination, pricing, … Integration is a part of Fast Start!
The Fast Start includes a master data analysis service that determines what
elements of Fast Start can be used to update equipment master data
Forms are adapted using your corporate header and footer
© SAP Automotive Consulting Solution / Page
36 © SAP SE or an SAP affiliate company. All rights reserved.
Documentation and support
Successful warranty management doesn’t end with the implementation of SAP – it only starts then!
The Fast Start contains all documentation, instruction and support that you
need to make full use of you new SAP Warranty Management system
Key user documentation
Technical implementation
Customizing documentation
Functional instruction of key user(s) and handing over of programs
Maintenance - error correction up to 6 months after the technical implementation.
© SAP Automotive Consulting Solution / Page
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ACS – Warranty Claim
Access Actions
Access Info-/Error-Log
Claim Versions
Claim Items
Access Messages
Access more Claim
data (Tabs)
Claim Object
38 © SAP SE or an SAP affiliate company. All rights reserved.
Project accelerators Customizing Tree and Easy Access Menu
All new functionality is easily accessible via
an Easy Access Menu and a customizing
tree
© SAP Automotive Consulting Solution / Page
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System Demo
Get a complete tour of the Automotive Consulting Solutions for Warranty
Management at:
https://sap.emea.pgiconnect.com/p96723239/
The recording of about 50 minutes gives you
A presentation of the concept of ACS and available solutions for warranty management
A live system demo of the Fast Start process (starting at 0:22)
© SAP Automotive Consulting Solution / Page
40 © SAP SE or an SAP affiliate company. All rights reserved.
Agenda
1. Benefit for the Customer
2. Description of the Function
3. The Function in the System
4. Technical Information
41 © SAP SE or an SAP affiliate company. All rights reserved.
Technical Information
Available for SAP ERP ECC 6.0
Activation of automotive industrialized solution in SAP ERP System not
necessary
Technical installation is possible remotely
Modification-free
Delivery in Z-namespace
42 © SAP SE or an SAP affiliate company. All rights reserved.
Source of Information
OSS-System
Notes (Search term: Automotive Consulting Solutions)
Internet
Overview-, Detail- and Customer presentations
http://www.sap.com/acs
Email - distribution list
Signing up through mario.rebitzer@sap.com
Thank you!
Clemens Paulus
Consulting Automotive
SAP Deutschland SE & Co. KG
Hasso-Plattner-Ring 7
69190 Walldorf, Germany
M +49/ 151 43819510
E clemens.paulus@sap.com
44 © SAP SE or an SAP affiliate company. All rights reserved.
© SAP SE or an SAP affiliate company.
All rights reserved.
No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an
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ACS 16
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