sap customer service in manufacturing industry1
TRANSCRIPT
CS – Overview
Scope
Spare Parts ManagementEnterprise Asset
ManagementIT Service and Asset
ManagementService Management
Service Sales and Marketing
Service Contract Management
Customer Service and Support
Installed Base Management
Warranty Claim Management
Field Service
Depot Repair
Service Management And Analytics
Service Parts Planning
Service Parts Procurement
Service Parts Warehousing
Service Parts Fulfillment
Service Parts Transportation
Service Parts Analytics
Investment Planning & Design
Procurement and Construction
Maintenance & Operation
Decommissioning And Disposal
Asset Analytics IT Service Analytics
IT Service Management
IT Procurement
IT Financial Management
IT Asset Management
CS – Enterprise Structure
Plant Section
Maintenance Plant Planning Plant
Planner Group
Functional Location
Equipment
Sub-Equipment
Sub-Assembly
Spares
Work CenterExecute Services on Tech. Objects (Task List)
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
NotificationC
usto
mer
con
tact
s
Notification Entry Notification processing
Sales Order Delivery Billing
Complete Service order
Service Order Process Service Order
Workstation
CS – Service Order ProcessingService Order
Company CustomerExternal Service Provider
Outsourcing Agreements
Service Order
Internal , External Services
Cost Revenues
Service Contracts & Sales Orders
Intern
al Se
rvice
Service Purchase Orders
Service Notification
Comp
letion
Co
nfirm
ation
Service Purchase Orders
Billing Document
CS – Service Planning
Capacity requirements planning supports you in the detailed resource planning of technicians in Customer Service.
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.
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