Yes

Communicate to
Customer reg.
Action Plan
Receipt of Job Completion
Certificate
Finance to create billing
Billing Type : ZVAT / ZBOS
T-code : VF01
Enter the Repair operation details
with time
Confirm the Actual Man
Hours & Material Cost
T-Code : IW41
TECO (Technical Completion )
T-Code : IW32
No
Repair
at site
No
In-house repair
Yes
Yes
Yes No
Field Repair
Create Customer
Notification
T-Code : IW51
Notification type : S1

Create repair order
in Customer Notification
Order type : ZRAS
Service Item : Service Cost
T-Code : IW52
Create Excise Invoice T-Code : J1IIN
In change OBD, enter val. type,
storage location, Sr Number of the
eqpt., complete the PGI.
T-Code : VL02N
Repair the Equipment
At Site and Maint.
Settlement rule in
Service Order
T-Code : IW32
In-house repair
In change Outbound delivery, Enter Storage
location : CRSL, assign Eqpt. Sr No &
Complete the PGR ( post goods receipt )
To bring equipment BEL premises for repair.
Delivery Type : VL02N
In change Repair Order, note down the
Inspection Lot for the Equipment
T-Code : VA02
Give UD ( Usage Decision ) against inspection
lot, put the equipment under repair stock to
carry out repair activity.
T-Code : QA02
In change SM Order, Set User Status, Enter the
Repair Operation details with estimated time
and if any parts reqd. for repair to carry out the
repair activity of Equipment , Release Order.
T-Code : IW32
In change SM Order, if the repair to be carried
by external supplier, create PR, print the
material slip to draw the material. Maintain the
settlement rule, estimate the cost of repair.
Note Down Material reservation Number.
T-Code : IW32
Confirm the Actual Man
Hours & Material Cost
T-Code : IW41
Repair the Equipment
At Site and Maint. Settlement rule
in Service Order
T-Code : IW32

Prepare Estimate & Create
Quotation
T-Code : DP80
Reserve the material against Repair Order and
Issue the material. T-Code : MIGO
TECO (Technical Completion ) T-Code : IW32
In change Repair Order, Maintain reqd. fields
Create Return Delivery to receive the Eqpt.
Delivery Type : ZRAS
T-Code : VA02
Confirm the Actual Man Hours & Material Cost
T-Code : IW41
TECO (Technical Completion )
T-Code : IW32
Create Pro-forma Invoice for PGI.
Invoice Type : ZJEX T-Code :VF01N
In change Repair Order, check for delivery line
item and maintain PR00, Create Delivery to
dispatch the Eqpt.
Delivery Type : ZDLF, T-Code : VA02
Advice Finance for billing
T-Code : DP80
In change Repair Order, create Service
Maintenance Order ( SM Order ) to carry out
the repair activity of equipment ,
Order Type : SM02
T-Code : VA02
Create Service Order in
Customer Notification,
Order Type : SM02, Set User
Status & Release Order
T-Code : IW52
Final Order Settlement to settles the
cost incurred against SM order
T-code : KO88
Transfer Posting of Equipment from Block
stock to CRSL unrestricted stock Repair Order
and Issue the material. T-Code : MIGO
CUSTOMER SERVICE PROCESS FLOW CHART
Repair
at site
Create Service Order in Customer
Notification, Order Type : SM02, Set
User Status & Release Order
T-Code : IW52, IW32
Final Order Settlement to settles the
cost incurred against SM order
T-code : KO88
Is Eqpt.
under



Send
Quotation to
Customer
Receipt of
Eqt & Order
Register
Complaint
Intimate
excise Dept
& Insurance
Check
response
time
OK
CA/PA
NOT
OK