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INFORMATION SYSTEM-CORPORATE

USER GUIDE FOR CUSTOMER SERVICE MODULE IN SAP

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

Issue Level

1.0

Page No

1/17

OVERVIEW OF CUSTOMER SERVICES PROCESS IN SAP

OBJECTIVE :

This Document is prepared as a ready reckoner for End Users, to enable them to quickly adapt to Customer Service Process in SAP.

  • 1.1 IMPORTANCE OF CUSTOMER SERVICES IN SAP:

Customer Services is an important process in SAP. It supports you when representing, managing and processing all services that you provide to your customers. The following activities are managed using Customer Services Module of SAP :

It structures and manages technical objects for which services should be performed (for example : Equipment, Technical systems, Machines).

Manage data for warranties and business partners.

Record the Customer Notifications / Complaints immediately.

Process the Notifications by creating service requests. Plan and execute requested services thru in-house processing or by external

i e by supplier. Bill the costs that arise as a result of the services being executed.

Monitor Customer Notifications in order to keep to deadlines response times.

and agreed

  • 1.2 IMPORTANCE OF MASTER DATA IN SAP :

All Master Data viz., Material Master, Customer Master, Equipment Master, Excise Master, Tax Master, Condition Master, Customer Material Info Record play key role in Customer Services (Notification, Service Order, Repair Order, Inspection, Quotation, Contract, Delivery, Resource related Billing ). If Master data is not maintained correctly, the information flow in Customer Services / Sales documents could get blocked at any stage of Document processing. The tax structure, excise structure required in Sales document are available in Master Data. The Taxes for Material / Customer and also Excise Duty for a Material / Customer is derived from Master Data.

  • 1.3 MRPII vis-à-vis SAP:

The detailed changes , MRP II vis-à-vis SAP are listed below :

 

Sl.

Activities

Process in MRP II

Process in SAP

   

No

 

1

Organizational

Transactions flow between unit,

 

Transactions will flow between

structure.

SBU, division, department, marketing and sales depts., regional offices etc.,

company code, sales area( sales organisation, division, distribution channel) sales office

2.

Work order system for Customer Order / Repair Order.

Work order is issued based on sale order/ Customer Indent/ Repair Order.

 

Sale order is the main document, in lieu of Work Order, which drives the MRP run and other subsequent documents like PR/PO generation, billing etc.

 

Prepared by:

 

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

Issue Level

1.0

Page No

2/17

 

3.

Customer master data details, customer

Customer Master is available in MRP-II and IFAS.

General data, sales area data, company code data are maintained at central

 

information

Customer code is alphanumeric code.

place. Customer code is a numeric code. Existing customer code can be

Customer code varies across divisions and units of BEL.

 

maintained as search code, the same alpha- numeric customer code could be maintained in master. Customer code is common across all divisions and units of BEL.

Customer can’t be extended from an existing sales area to required sales area.

Customer can be extended from an existing sales area to required sales area, it should be same type (defence

Customer code is the same for sold to

Master data is maintained by respective computer centre. Customer code is different for sold to party, bill to party, ship to party, and payer. One address had several Customer Codes across BEL.

/non defence) Master data is available centrally.

party, bill to party, ship to party, and payer, deriving on the basis of address One address has one customer code only ,across BEL.

4.

Pricing details

 

IED determines the mfg. cost/

Product cost

estimation

can

be

estimate. Finance determines the

extracted from the system.

Using a

 

suggested selling price.

simple transaction code ZFI001, the IED executives can run product cost estimation.

5.a

Other

master

data

BEL part number/ customer part

 

Customer material info. record with

management

number/category part number, customer part description in MRP-II

all relevant information is available as maintained by user.

5.b

Material Master , Tax

  • i) Sales view not maintained

 

i) Sales

view

for each saleable

master,Excise Master

separately ii) No Tax master combination

material to be maintained. ii) Tax combination for State / Region

iii) No excise master for Customer iv)Material Master is a simpler Concept

wise, order type wise, country wise to be maintained. iii) Excise master to be maintained for material and Customer. iv) The Material Master consists of several Business views viz., Basic ,

  • v) Master Data does not impact

Sales ,Quality, MRP, Purchase, Accounting, Costing, Storage, Warehouse.

the operation of Sale Order

v) Since the Sale Order is an Intelligent Document, Accuracy of Master Data plays a vital role in the execution of Sale Order

 
 

Prepared by:

 

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

 

Date

23-08-2007

Issue Level

1.0

Page No

3/17

   
  • 6. Finished goods

Dispatch order can be made only

OBD(Out Bound Delivery) can be

 

activities

after store crediting.

made only after item is store credited to CRSL.

Source

code

wise

stock is

Valuation type(which is same as

maintained.

Source Code)wise stock is maintained.

 
  • 7. Despatch Order

Despatch

 

Despatches are

 

made

against

Outbound Delivery(OBD). The OBD controls only the Quantity to be dispatched(without value). The OBD value is available in Proforma Invoice(a reference document)

 

Billing To Customer

  • 8. MRP-II & IFAS

 

Supported by CS(Customer Service) / FI-CO (Finance & Controlling) modules.

 
  • 9. Manual

Customer Complaints

 

System Supports Through (Customer Service ) Modules.

CS

10

Reports & Forms

MRP II System, Manual .

 

System Supports Forms & Reports. Development will be required for additional reports and forms

11

Stock Updation

Stock is

updated

with

the

Stock is updated after PGI is made.

controlling of SIV.

 

12

Label For

Manual Preparation

 

Automatic Printing Of Labels using

Deliverables

Transaction code ZSD003.

13

Comparative Statement Of Prices For Quotation

A separate program to be run by computer centre

Transaction code ZSD002 gives price comparison of earlier supply orders, including purchase prices.

14

Quotation processing

Quotation

processing

available

Copying & processing of quotation is

in MRP.

available.

15

Warranty tracking

Serial numbers of equipment / spares not captured for warranty tracking

Serial numbers for equipments are captured in OBD(Outbound Delivery) /PGI(Post Goods Issue) and are automatically available for tracking in customer service module as equipment

16

Document Flow

There is no provision to view Document Flow .

Document Flow is an important and useful tool to track the status of any Contract/ Sale Order / Service Order.

17

Tax

&

Excise Duty

The Segregation of Tax, Excise

The Segregation of Tax, Excise duty is

Determination

duty is determined at the time of making DO.

determined at the time of making Contract/Sales Order level only.

18

Cost Capture

Cost is captured in a Work Order

Cost

is

captured

in

Service

Maintenance Order.

 

19

Reference Document for Excise Invoice

DO and SIV are references to make an Excise Invoice

Proforma Invoice is the reference document to create Excise Invoice. Proforma Invoice gives value of the quantity despatched to Customer .It is a replica of Commercial Invoice without accounting document.

Prepared by:

 

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

 

Date

23-08-2007

Issue Level

 

1.0

Page No

4/17

1.4 Customer Service Process Terminology in MRP II and SAP :

Sl.No

MRP II Terminology

SAP terminology

01

Delivery

OBD(Out bound Delivery)

02

Customer Indent

Contract

03

Customer Indent Number

Customer Purchase Order Number

04

Indenter

Sold to party

05

Consignee

Ship to party

06

Paying Authority

Payer

07

Source Code

Valuation type

08

SIV

PGI(Post Goods Issue) and Proforma invoice

09

Inspection

Usage Decision ( UD )

10

Equipment

Equipment

11

Work Center

Work Center

12

Physical Location

Functional Location

13

Warranty

Warranty

14

Work Order

Service Maintenance Order

15

 

Inspection Lot

CUSTOMER SERVICE PROCESSING :

2. MAINTAINING MASTER DATA :

  • 2.1 MATERIAL MASTER : Responsibility – MRP controller & Customer Support person to

verify the relevant data. T-Code : MM01/ MM02 / MM03 In the Material Master , the following Tabs are to be maintained by Sales Department, Quality Department : Material to be extended for CRSL & FGSL storage location

PERTINANT TAB

CRITICAL FIELDS TO BE MONITORED

Sales: Sales Org. 1

Tax Classification

Sales: Sales Org.2

Material statistics group, Material pricing group, Acct assignment Group, Item category group

Sales :general/plant

Trans. Group, Loading Group, Profit Center, Sr No. Profile

Sales Text (if any)

As applicable

Quality Management Accounting 1 Costing 1

Inspection Set Up ( Type :05 with active) Valuation class, Moving price / Standard Price With Qty Structure & Material Origin to be ticked

  • 2.2 SERVICE MATERIAL MASTER :

T-Code : VA01 / VA02/ VA03 SERVICABLE ITEM AS A MATERIAL : SERVICE COST To process and keep track of costs involved in each Customer Service, service item is maintained through out BEL as one material and same is extended to all sales areas.

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

Issue Level

1.0

Page No

5/17

Responsibility – MRP controller & Customer Support person to verify the relevant data.

In the Material Master , the following Tabs are to be maintained by Customer Support Department, Quality Department :

PERTINANT TAB

CRITICAL FIELDS TO BE MONITORED

Sales: Sales Org. 1

Tax Classification : Services

Sales: Sales Org.2

Material statistics group, Material pricing group, Acct assignment Group, Item category group : LEIS

Sales :general/plant

Trans. Group, Loading Group, Profit Center

Sales Text (if any)

As applicable

Accounting 1

Valuation class, Moving price/Standard Price, No

Costing 1

Valuation Category With Qty Structure & Material Origin

2.3

CUSTOMER MASTER:

T-Code : VD01 / VD02 / VD03 In the Customer Master , the following Tabs are to be maintained by Sales Department :

PERTINENT TAB

CRITICAL FIELDS TO BE MONITORED

General Data

Address(including Communication Details),Contact Persons, Control Data(Vendor details , if a Vendor happens to be a customer also)

Company Code,

Reconciliation Account in Account Management

Sales Area(Sales Organization, Distn. Channel & Division)

Sales (Pricing Group ,Customer Pricing Procedure, Customer Stats. Group),Shipping (Shipping conditions, Delivery Plant),Billing Document (Account Assignment Group, Tax Classification),and Partner Functions.

2.4

CUSTOMER MATERIAL INFO RECORD :

T-Code : VD51

 

In the Customer Material Info Record , the following fields are to be maintained by Sales Department : Customer Code, Sales Area (Sales Organization, Distribution Channel & Division ) ,Customer Material Number

2.5

EQUIPMENT MASTER :

T-Code : IE08 / IE02 / IE03

In the Equipment Master , the following Tabs are to be maintained by Customer Support Department, Quality Department :

 

PERTINANT TAB

CRITICAL FIELDS TO BE MONITORED

   

General

Manufacturer Part No.

Location

Maintenance Plant, Work Center

 

Organization

Company Code, Planning Plant, Maintenance work ctr.

 

Sales & Distribution

Sales Area

Set Data

Material Part Number

Additional Data 2

Sold to Party, Ship to Party, Customer Warranty, Manufacturer / Vendor Warranty

 
 

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

 

Date

23-08-2007

Issue Level

1.0

Page No

 

6/17

  • 2.6 EXCISE MASTER DATA :

The Purchase Coordination Cell of BG Complex maintains the relevant chapter id for the pertinent material, plant and Material type.

  • 2.7 PRICING CONDITION MASTER DATA :

Respective Customer Support departments are responsible to maintain Pricing Condition Master consisting of following fields : Customer, Material, Amount, Valid from and Valid To, Scales( if any).

  • 2.8 MAINTAINING TRANSACTION DATA :

Customer Support / Sales Executive has to ensure that the Master Data is accurately maintained , before proceeding with the Customer Service / Sales Transactions. This will ensure that the information flows seamlessly through all the subsequent transactions which includes Notification Processing , Service Order, Repair Order, Quotation Processing, PR creation, PO conversion, Goods Receipt of Customer Equipment, Goods Issue for repair, Warehouse Management, Quality Management, Shipping and Outbound Logistics, Billing, Finance Management , Cost Control.

TRANSACTION DATA

3.1. CUSTOMER NOTIFICATION PROCESSING :

Here Customer complaint or malfunction of customer equipment or to report the technical problem are captured the moment call or intimation is received from customer. Transaction code : IW51 / IW52 / IW53 Notification Type : S1 Customer Complaint Type General, S2 Activity report, S3 Customer Complaint Specific Search Customer Notification : IW58 ( by Part Number, Equipment No ) In Notification field : Description of the Problem to be entered as text. The following fields are to be entered in the transaction IW51, for seamless flow of information into subsequent documents :

PERTINENT TAB

CRITICAL FIELDS TO BE MONITORED

NOTIFICATION

Equipment Serial number, Sold To Party, Sales Area ,Description of the Complaint.

LOCATON DATA

Location, Work Center,

In Customer notification, necessary service tasks can be entered and rough plan can be done for further processing. Also progress of the tasks can be monitored.

From the service notification, you can initiate all the processes involved in problem solving ( within warranty & beyond warranty ) :

  • 1. Creation of a service order for sending service technicians to a customer site for a service within the service center.

  • 2. Delivery of spares

  • 3. Receiving of equipments to BEL premises for repair.

  • 4. Billing for Repairs carried / spares supplied.

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

Issue Level

1.0

Page No

7/17

Features

When a notification is created with all necessary and relevant data regarding the problem and processing, it can be released for further processing. The service notification can have the following status :

In process

When you call up the function “Create order” for the service notification, the system sets automatically the status “in process”. You can create directly a service order or Repair order from the service notification.

Confirmed

You can set this status once technical findings have been entered (technical completion confirmation).

Completed

When you have finished processing a service notification and all technical completion confirmation data has been correctly entered, you can close the notification. The system then assigns the status "completed" to the notification. The notification is then transferred to the maintenance history, where it is available for planning future tasks and for performing evaluations. Changes are then no longer possible.

PROCESSING OF SERVICES

Features When a notification is created with all necessary and relevant data regarding the problem and

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

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RETURNS AND REPAIRS PROCESSING (CS) 4.1 Repair Service thru Service Sales Order

Followings are steps to be followed.

  • A. Receiving the Customer Equipment to BEL premises for repair : If the

Customer equipment is already brought to BEL premises a repair service order to be

created from notification in change service notification ( right side icon ) T-Code : IW52

Phases of Repairs Processing
Phases of Repairs Processing

The phase is started by:

Technically complete service order Create customer repairs order Enter results of technical check Repair start acceptance
Technically
complete service
order
Create customer
repairs order
Enter results of
technical check
Repair start
acceptance
completion
confirmation
Repair
Repair

Possible operations:

Returns Dispatch of loan equipment

SAP AG 1999

Repairs Exchange part Outbound delivery Scrap Credit memo

Outbound delivery Exchange part Pickup of loan equipment Invoice Credit memo

Order Type : ZRAS and Service Item : Service cost to be entered with Equipment quantity to be received. Save the service notification. In the background, Repair order

will be created for serviceable material

ie Service Cost

( see the document flow to note down the Repair Order number ).

B. Repair Order : In change repair Order, enter the required fields ie : Payment terms, PR00 in conditions and check for completeness and save the document. Item 2 nd is for return delivery ( Item Category : ZSRE ) and 1 st line will be Service Cost ( item Category : ZSRS ) T-Code : VA02

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

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C. Return Delivery : Create Return Delivery ( Delivery Type : ZDLR ) from Repair Service Order. T-Code : VA02 / VL01N Enter the storage location : CRSL and Valuation type If the serial number profile is activated, enter the serial number of the equipment thru menu path : Extra – Serial Number Complete the Post Goods Receipt ( PGR ) to receive the Customer Equipment. When you post goods receipt for serviceable materials : The items are automatically assigned to inspection stock. An inspection lot is created automatically and initiates the technical check.

  • D. Inspection Lot : In Repair Order, click on repairs and note down the Inspection lot

which is created while doing PGR for the Customer Equipment. Now check the stock , stock will be posted to Quality T-Code : VA03, T-Code : MMBE

  • E. Usage Decision : Perform the technical check on the Equipment.

Once you have posted goods receipt, you perform a technical check on the serviceable materials and decide what actions need to be taken to fulfill the customer's repair request. T-Code : QA02 Enter the Inspection lot number and click on usage decision tab. Under Defects tab, Code Valuation select the option 5 ( UD for other goods receipt ) and in tab Inspection lot stock, put the stock To Blocked / Repair and save the document.

  • F. Service Maintenance ( SM ) Order :

The actions, which need to be taken as a result of the Usage Decision ( technical check ), are recorded as sub-items of the repair request item in Repair order i e 3 rd line item is for repair process ( Item Category : ZRRP ). Now Equipment need to repaired. Service Maintenance Order need to be

created. T-Code : VA02, In change repair order, click on repairs and click on SM Order, come back and save the repair order. In the background, Repair Service thru’ Service Sales Order will be created. See the document flow of the repair order and note down the number.

  • G. Service Maintenance ( SM ) Order Processing :

T-Code : IW32

Detailed planning means, for example, that the individual work steps are described in detail, the required materials and production resources/tools are specified, the budget and account assignment details have been defined for subsequent cost allocation, and permits are assigned. Once all the work steps have been executed, and the order thereby completed, the costs incurred are billed to the party responsible (for example, the cost center that owns the piece of equipment) and the order is completed.

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

Issue Level

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The following fields are to be entered in the transaction IW32, for seamless flow of information into subsequent documents

PERTINANT TAB

CRITICAL FIELDS TO BE MONITORED

HEADEAR DATA

Manufacturer Part No.

OPERATIONS

Work Center, Activity Type , Control key operation type, Operations short text, Planned activity duration with qty.

COMPONENTS

Parts required. for repair with qty, Item Category, Batch, Plant, Storage location,

COSTS

Planned cost with material & Labor breakup details.

Operations :

Enter Operation details for repair of equipment under Operations Tab Control Key : SM01 for Internal repair process ( within BEL Factory ) SM02 for External repair process ( by BEL suppliers )

For SM01 activity, enter the duration and number of resources required and enter the Account assignment. For SM02 activity is selected, click on external under Operations tab & enter the qty and purchase group to create the required purchase requisition.

Components :

Enter the parts required for repair of equipment. Following fields need to be entered : valuation, storage location & items category - stock or non stock item. For non-stock item purchase tab to be clicked to

generate the PR.

Activities Involved in Service Maintenance Order

Before a service order can be executed, the following functions are to be

performed :

  • 1. Costing the order

  • 2. Determining the settlement rule

  • 3. Set User Status

  • 4. Releasing the order

  • 1. Costing the Service Order

Several different types of costs can be incurred when customer service actives are carried ( executing a service order). To obtain an overview of the costs incurred before performing the work i.e., Planned cost and Actual cost, Costing function ( calculator icon ) to be clicked and view the cost elements.

Once Planned costs are captured, Quotation for repair can be generated. T-Code : DP80, with reference to Service Maintenance Order, Quotation will be created. To view the quotation, T-Code : VA22 / VA23

  • 2. Determining the Settlement Rule

You need to define a settlement rule in the system, so that any costs incurred when performing customer service tasks can be settled correctly. Here you

select the relevant Cost Center as Account Assignment to capture the cost incurred.

  • 3. Set the User Status

Select the Under warranty / Beyond Warranty / Warranty Check

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

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  • 4. Releasing the Service Order

Click on the flag ( Green color and will change to black after release )

Before executing a service order, it has to be released for processing. You can only perform the following functions once you have released the order :

  • 1. Print shop orders

    • 2 Issue materials

    • 3 Enter completion confirmations

    • 4 Complete operations Save the Service Order. In change Service order, note down the material reservation slip for issuing the material against Service order and Purchase requisition number for External Service and Purchase parts. Take the print out of material issue slip for the stock items to draw the items from store for repair process.

5.

Issue of Stock Items :

Store person will issue the items against the reservation thru the MIGO

transaction.

6.

Confirming Labor hours :

T-Code : IW41

After the repair of Equipment, Confirm the actual labor hours booked against the service order so that actual costs gets transferred to Service Maintenance Order.

7.

Moving the Repaired Equipment to Unrestricted stock against Repair Order

T-Code : MIGO and Material movement type : 343E Enter the Repair Order, Service item line number, Material number, Serial number if it is assigned, qty to be moved, valuation type, storage location. Click on CHECK for any errors and post the document.

8.

TECO ( Technical Completion Confirmation of Service Maintenance Order )

T-Code : IW32

Click on the Complete ( Technical ) ( grayed flag ) and enter the date of completion and tick on complete notification. Once all Technical repair of the equipment is completed, Service Order to be marked as complete for Customer Services. Once the technically repair of the planned activities are completed, all the existing purchase requisitions for the order are flagged for deletion, all the existing reservations for the order are cleared, all outstanding capacities which have been scheduled for the order are cleared, all the notifications for the order are also completed.

  • H. Repair Order Delivery Line Item :

T-Code : VA02, now 4 th line item will be displayed and is ready for delivery and maintain

the PR00 for the 4th line item in Conditions tab.

  • I. Confirmation of Stock :

Check the Stock in CRSL Unrestricted against Sale Order using T-Code :MMBE.

  • J. Out bound delivery : From Repair Order, for the 4th line create the delivery

Delivery Type : ZDLF T-Code : VA02 / VL01N

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

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Once the stock is confirmed for the quantity to be delivered, the Customer Support executive proceeds to set up the sale by creating the OUTBOUND DELIVERY(OBD). The OBD is created with reference to the Repair Order using the Transaction code VL01N, which in turn is triggered from within the transaction code

VA02.

The following fields are to be entered in the transaction VL01N, for seamless flow of information into subsequent documents :

PERTINENT TAB

CRITICAL FIELDS TO BE MONITORED

PICKING

Storage Type, Valuation Type

HEADER

Respective Dates for Picking , Trans. Planning, Loading, Planned GI and

PROCESSING

Delivery Date

It is a good practice to check the Incompletion Log before proceeding to save the Document.

  • K. Printing of OBD :

The printing of OBD can be done using Transaction code VL02N.To print

the OBD Go to

Once the stock is confirmed for the quantity to be delivered, the Customer Support executive proceeds

Header

Once the stock is confirmed for the quantity to be delivered, the Customer Support executive proceeds

Output and define Communication Method as well

as Printer type , Come back and save the settings. In the opening screen of VL02N, click on Outbound Delivery Menu, and select the Print preview, check for the correctness of data that has flown, as also the price, tax ,education cess , higher education cess and excise duty etc. If satisfied , proceed to take a print out of the OBD. The OBD is verified ,

ink signed and sent to Shipping for further processing.

L . Proforma Invoice:

Proforma Invoice is a reference document created by shipping department to enable creation of Excise Invoice. It does not pass any entry into Accounting documents. Proforma Invoice is created using Transaction Code VF01 , for billing document type ZJEX. The following details are required to be entered :

Billing Type(ZJEX), Billing Date and OBD Number. Check the flow of prices, taxes, cess and excise duties , before proceeding to save the Proforma Invoice.

  • M. Excise Invoice Creation:

The Proforma Invoice created above serves as the reference document to create Excise Invoice. To create Excise Invoice Transaction code J1IIN is used together with the filling up of the following fields :

Billing Document, Posting Date, Proforma Invoice Number, Excise Group, and Series Group.

  • N. Commercial Billing :

Commercial Invoice is generated using Transaction code VF01 with document type ZVAT / ZBOS. The billing date and OBD numbers are the input to generate the Commercial Bill.

  • O. Order Settlement Individual Processing :

T-Code : KO88 Enter the Service Order Number and Settlement period and Test run to find any errors and see the cost settlement . Remove the tick on Test run and execute and save the document.

Prepared by:

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Sanjeev.V.Dyamannavar

Aparna.M.E

Date

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SERVICE ORDER DIRECT :

In this case customer equipment is at customer site, hence labor resources / material will be used to complete the task assigned to complete the repair / notification.

Service order is used to document service and customer service work. In particular, you can use the service order to:

Plan services specifically with regard to usage of material, utilities and personnel

Monitor the execution of services

Enter and settle the costs which arise from the services

A service order contains operations that describe the individual work steps. An operation can be divided into sub-operations for greater detail. Spare materials and utilities, which are required for service work, can be planned in the operation.

5.1 Following are the steps to be followed :

  • A. To Create the Service Order from Customer Notification :

T-Code : IW52

In change Notification screen, click on the service order ( left side icon ) Select the Order Type : SM02 and Maintenance work Center Save the document, Service Order will be created.

  • B. Service Order Processing :

T-Code : IW32 The following fields are to be entered in the transaction VA01, for seamless flow of information into subsequent documents

PERTINANT TAB

CRITICAL FIELDS TO BE MONITORED

HEADEAR DATA

Manufacturer Part No.

OPERATIONS

Work Center, Activity Type , Control key operation type,Operations short text, Planned activity duration with qty.

COMPONENTS

Parts reqd. for repair with qty, Item Category, Batch, Plant, Storage location,

COSTS

Planned cost, Actual Cost with material & labor breakup details.

Detailed planning means, for example, that the individual work steps are described in detail, the required materials and production resources/tools are specified, the budget and account assignment details have been defined for subsequent cost allocation, and permits are assigned. Once all the work steps have been executed, and the order thereby completed, the costs incurred are billed to the party responsible (for example, the cost center that owns the piece of equipment) and the order is completed.

5.2 Operations :

Enter Operation details for repair of the equipment under Operations Tab Control Key : SM01 from Internal repair process SM02 for external repair process ( by BEL suppliers ) For SM01 activity, enter the duration and number of resources required and enter the Account assignment.

Prepared by:

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Aparna.M.E

Date

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For SM02 activity is selected, click on external under Operations tab & enter the qty and purchase group to create the required purchase requisition.

  • 5.3 Components :

Enter the parts required for repair of equipment. Following fields need to be entered : valuation, storage location & items category - stock or non stock item. For non-stock item purchase tab to be clicked to generate the PR.

  • 5.4 Activities Involved in Service Order Direct

Before a service order can be executed, following functions are to be

performed :

  • 1. Costing the order

  • 2. Determining the settlement rule

  • 3. Set User Status

  • 4. Releasing the order

    • A. Costing the Service Order

Several different types of costs can be incurred when executing a service order. To obtain an overview of the costs incurred before performing the work i.e, Planned cost and Actual cost, Costing function ( calculator icon ) to be clicked and view

the cost elements.

  • B. Determining the Settlement Rule

You need to define a settlement rule in the system, so that any costs incurred when performing maintenance tasks can be settled correctly. Here you select the relevant Cost Center as Account Assignment to capture the cost incurred.

  • C. Set the User Status

Select the Under warranty / Beyond Warranty / Warranty Check

  • D. Releasing the Service Order

Before you can execute a service order, you need to release it for processing. You can only perform the following functions once you have released the

order :

  • 1. Print shop papers

    • 2 Issue materials

    • 3 Enter completion confirmations

    • 4 Complete operations

Prepared by: Vishnu Swarup.O.V Sanjeev.V.Dyamannavar Aparna.M.E Date 23-08-2007 Issue Level 1.0 Page No 15/17
Prepared by:
Vishnu Swarup.O.V
Sanjeev.V.Dyamannavar
Aparna.M.E
Date
23-08-2007
Issue Level
1.0
Page No
15/17

CONTROLLING OF SERVICE ORDER

CONTROLLING OF SERVICE ORDER Save the Service Order. In change Service order, note down the material

Save the Service Order. In change Service order, note down the material reservation slip for issuing the material against Service order and Purchase requisition number for External Service and Purchase parts. Take the print out of material issue slip for the sock items to draw the items from store for repair process.

  • E. Issue of Stock Items :

Store person will issue the items against the Material issue slip thru the

MIGO transaction.

  • F. Confirming Labor hours :

T-Code : IW41

After the repair of Equipment at the site Confirm the actual labor hours booked against the service order so that actual costs gets transferred to Service Order

  • G. TECO ( Technical Completion Confirmation of Service Maintenance Order )

T-Code : IW32

Click on the Complete ( Technical ) ( grayed flag ) and enter the date of completion and tick on complete notification. Once all Technical repair of the equipment is completed, Service Order to be marked as complete for Customer Services. Once the technically repair of the planned activities are completed, all the existing purchase requisitions for the order are flagged for deletion, all the existing reservations for the order are cleared, all outstanding capacities which have been scheduled for the order are cleared, all the notifications for the order are also completed.

  • H. Create Billing Request

T-Code : DP90 Enter the Service Order Number and click on Billing Request, Billing request will be created. In change Sales Order ( T-Code : VA02 ) enter the Billing request and enter the

Prepared by:

Vishnu Swarup.O.V

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

Issue Level

1.0

Page No

16/17

amount to be billed and Select Order for Reason : Goods Services. Finance will generate bill on the basis of this request.

I. Order Settlement Individual Processing :

T-Code : KO88 Enter the Service Order Number and Settlement period and Test run to find any errors and see the cost settlement. Remove the tick on Test run and execute and save the document ..

******************* The Customer Service Team can be contacted through following means :

 

NAME

DESIG.

PAX

PABX

 

BELNET

 

Email address

VISHNUSWARUP.O.V

 

DGM/

 
  • 4591 781-173

080-

 

vishnuswarupov@bel.co.in

 

IS-CO

22195899

SANJEEV.V.DYAMANNAVAR

DM/

 
  • 4510 781-173

080-

 

sanjeevvdyamannavar@bel.co.in

IS-CO

22195899

APARNA.M.E

 

DM/

 
  • 4592 781-173

080-

 

aparname@belco.in

 

IS-CO

22195899

 
 

Prepared by:

Vishnu Swarup.O.V

   

Sanjeev.V.Dyamannavar

Aparna.M.E

Date

23-08-2007

   

Issue Level

1.0

Page No

17/17