OVERVIEW OF CUSTOMER SERVICE

Course Objectives
On conclusion of this course, you should be able to:

Visualize the CS functionalities Understand Masters CS related Conversant with various Service Cycles Integration with other modules Probable Service Scenarios

Slide :

Target Group
Customer Service Consultants

PM & SD Consultants

Slide :

CONTENTS
CS - Overview CS - Terminologies

CS Technical Objects
CS Notifications & Service processing

CS Service planning
CS Information System
Slide : 4

CS - Overview
Major components of CS- Module

Technical Objects Equipment, Functional Locations, Serialized Items & Fleet Objects Service Notifications and Service Order Processing Billing the Customer thru Sales cycle Warranty, Installed Base & Service Planning (Task Lists , Maint.Items and Plans), Measurement Points and Measurement Documents
Slide : 5

PM/CS Organization structure

Company Code XXXX

Plant 1000 - ABC

Plant 1001 - BCD

Plant 1002 - CDE

Plant 1003 - DEF

Plant 1004 - EFG

Slide :

SD Organization structure
Company Code XXXX

Sales Org. (EUROPE)

Sales Org. (ASIA)

Distribution channel (Retail)

Sales
Area

Distribution channel (Export)

Division (Paints)

Division (Chemicals)

SO1

SO2

SO3
Slide :

SO4

SO5
7

PM/CS Enterprise structure

Maintenance Plant 1000- ABC Planning Plant 1000- ABC

Plant Section 101

Functional Loc.
XXXX-1000-101-PC

Planner Group ABCPLN1

Equipment PC7560

Execute Services on Tech. Objects

Work Centers ABCPLNPC

Sub Equip CPU SubAssly. Monitor

Task Lists

Spares ICs, MB Slide CRT, :

Integration with other Modules

Materials

Sales

CUSTOMER SERVICE

Finance / Controlling

Project Systems

Slide :

Plant Maintenance Flow

Logging of a need for Maintenance of a M/C through Maint. Notification Maintenance Order Creation Maint. Order Planning (Men, Material & Ext. Services) Maintenance Order Execution Maintenance Order Confirmation (Resources Consumed) Maint. Order & Notification Completion Maint. Order Settlement (FI/CO Postings)
Slide : 10

Sales Flow
Logging of Customer Requirement through Inquiry Quotation Sales Order Delivery (Picking, Packing, Goods Issue) for Material Sale

Billing the Customer

Revenue Recognition (FI/CO Postings)
Slide : 11

Customer Service Flow

Logging of the Customer Complaint through Service Notification
Service Order Creation/Planning Service Order Execution Service Order Confirmation Service Order & Notification Completion Billing the Customer Revenue Recognition (FI/CO Postings)
Slide : 12

CS Terminologies
Maintenance Plants - Plant, in which the technical objects of a company are installed and where the actual maintenance is performed. Planning Plants - The planning plant is a plant where you define maintenance task lists, carry out materials planning on the basis of the BOMs in task lists and perform maintenance orders, manage and schedule maintenance plans, enter maintenance notifications and process maintenance orders for the associated maintenance plants. Functional Location - Organizational unit within a Maintenance plant where the technical objects of a company according to functional, process-oriented or spatial criteria are installed. A functional location represents the place at which a maintenance task is to be performed. Equipment Individual, physical object that is to be maintained as an autonomous unit.

Slide :

13

CS Terminologies
Maintenance Planner Grp. - A maintenance planning group (under a planning plant) may be an individual department (for central work preparation), a group of skilled craftsmen or a workshop. Serial Numbers When we need to transact (sell) the same type of Equipment, we use serialization technique. We create serial numbers for the material code associated with the equipment. It is basically an identification code for similar kind of Equipment. Work Centers - An organizational unit that defines where and when an operation should be carried out. Task Lists A set of operations (for a specific application) that have material components attached & work centers / control keys/ man-hours required etc. defined. Partner Functions - Partners (business partners) are internal and/or external organizational units. For Eg. internal partners can be logistics and sales departments that perform services whereas external partners can be customers as service recipients and vendors as supporting service providers. A partner can be a natural or a legal entity
Slide : 14

CS Masters Required
Functional Location Master Master record of the customer functional locations under a maintenance plant, where the customer Equipment are installed Equipment Master Master record of all the Equipment sold to various customers Material Master Master record of all the material components used in customer Equipment sold to various customers Service Master Service in SAP is defined as a material that can be sold or purchased. The standard material type for service is DIEN. Service product is a service material with a task list (list of service operations) Customer Master Master record of all the Customers with all the relevant data

Slide :

15

CS Notifications & Service processing

Service notification describes a problem condition of a technical object at the customer site Process 1. Enter service notifications 2. Recognize the condition of the service object 3. Request the necessary service tasks and thereby plan further service processing 4. Track the progress of the tasks to be performed 5. Close the Notification with relevant data updated Different types of standard Notifications available in the system are

S1 - Problem Notification S2 - Activity report S3 - Service request

Slide :

16

CS Notifications & Service processing

Slide :

17

CS Notifications & Service processing

Major steps Involved in Notification Creation

1. Create Notification (Type & Description) 2. TAB : Reference object (Equipment /Functional Location) Gets captured from the Equipment Master / FL Master Ship to Party / Customers Address: Gets captured from the Customer Master records 3. TAB : Items (Item code, Item Damage code, Item Cause Code) 4. TAB : Tasks (General Task Code) 5. TAB : Activities (General Activity Code) 6. TAB : Warranty (It shows the details of the Customer Warranty (copied from the Equipment Master Record) TAB : Malfunction Details (Malfunction start Date/Time) 8. Breakdown hours: Calculated by the system if the breakdown indicator is on. It is the total breakdown hours calculated between malfunction start and End date / time

Release the Notification (Notification put in Process) after all entries are made. Notification is closed after the tasks are completed.

Slide :

18

Slide :

19

CS Service Order processing

Service orders form an important part of the detailed planning of tasks and their accompanying documentation in Customer Service. A service order is raised(may be from the Notification itself) when there are costs involved by way of requirement of Spares or Manpower Order Type

The order type is a classification characteristic for orders. It consists of control information that is important for managing orders.
For example, the following order types are available in the standard system: SM01 for Service orders ( with revenues ) SM02 for Service orders ( Without revenues ) SM03 for Repair orders

Slide :

20

a) CS Service Order processing

Steps Involved

1. a. b. c. d.

Order Creation Checking of availability of material and production resources/tools Release for implementation Printing of shop papers Collecting material components

2. Execution a. Repair of the Equipment at customer site

3. a. b. c. d. Post processing Confirmation Technical completion Settlement of costs Business completion

Slide :

21

CS Service Order processing

A service order comprises the following groups of data: 1. 2. 3. 4. 5. 6. Header data Location and account assignment data Object data Settlement data Operation data Component data

Steps Involved Planning with reference to: 1. 2. 3. 4. 5. 6. 7. The operation Work centers and the number of persons involved Material, Dates and execution times Task lists Costs and settlement (settlement rule) Permits External assignments

Slide :

22

Slide :

23

 CS Service Order processing

Major steps Involved in Order Creation

1. Create a Service Order General (Order type, Priority, Equipment No, Planning Plant, Business Area 2. TAB : Header data (Description, PM Activity , Ship to party.) 3. TAB : Operation (Operations,Sub operations, Control Keys.) 4. TAB : Additional data (WBS Element in case project exists) 5. Release the service order
Settlement rule for Service Orders: Settlement rule defines the receiver object where the costs incurred by the sender (the service order) are to be credited * If the Service is Sales Document driven, enter the Sales Doc. No. and item in the tab strip Header data where the Service Order needs to be settled.

Slide :

24

CS Service Order processing

Major steps Involved in Order processing

Service Order confirmation Process : Steps Involved

1. Enter the Service Order No., Choose the Operation., Enter the Actual Hours, Tick the final confirmation & clear open reservation check boxes. 2. Repeat the same for all the Operations in the Order

Service Order Completion Process

Settle the order to the receiver and then complete the order with a reference date and time. (The system asks for Completion of the associated Notification also, if u want to close the Notification then tick the check box complete Notification else remove the tick from the check box)

Slide :

25

CS Service Order processing

External Service cycle through Service Orders (Sub Contracting Service Cycle) 1. TAB : Operations, Choose the Operation, Enter the Operation Text. Change the Control key to SM03 (External Services). 2. Enter Material Group,Purchasing Organization,Purchasing Group 3. Choose the Services required from Model Service Spec. Enter the Model Service Spec no 4. Check the Service Purchase Requisition no. generated Further Processing of Service PR Quotation from PR Price/Vendor ComparisonPO creationService Entry SheetOrder completion

Slide :

26

CS Service Billing
The following are the types of billing possible
1. A Sales Order can be generated directly from the service Notification and the customer can be billed. (generally Parts Sale identified as separate Revenue) 2. For ad-hoc calls, a sales order along with the Service order may be simultaneously created in the system through which a billing document is generated and the customer is billed. The service order is later settled against the Sales Document, if required. 3. For Warranty Sales, the Warranty service costs on the service order may be settled to the open Sales Order. 4. For service contracts like AMCs too, Sales Contract -> Periodic Billing process is followed. The Service Order costs may be settled against the Contract.

5. For Billing the Customer based on the Service Order Costs (Resources used), Resource Related Billing (RRB) is used.

Slide :

27

Notifications in E&C Processing

Create Service Order From Notification Using Service Product Or With Internal Operations

Create Notification (S1/S2/S3)

Release the Service Order

Capturing the History, Completion of Notif. Tasks and Activities

Technical Completion Of Service Order

Confirm the Service Operations

Creation of Sale Order from Notification

Completion of Notification & Order

Slide :

28

Service Management within Warranty

Customer Complaints Telephone Fax E-mail

Raise Notifications S1 Problem Notif. S2 Service Request S3 Activity Report

Create Service Order From Notification Using Service Product Or With Internal Operations

Confirmation of Order Operations

Creation of Sale Order from Notif.

Release Service Order

Completion of Service Order

Capturing the History, Completion Of Noti. Tasks and Activities

Completion of Notification

Slide :

29

Service Management for Overhauling

Creation of Inquiry For the Service Item (Eg : Overhauling) Required

Create Quotation With reference To Inquiry

Creation of Sale Order with Reference to Quotation

Service Order is created

Creation of Sale Technical Completion of Service Order Confirmation of Service Order Operations Order from Notif.

For delivery of any

Spares Required

Link the Service Order To a Notification

Capturing the Equipment History in the Notification

Completion of Notification

Slide :

30

Service Management - Troubleshooting

In case of any Spares

Creation of Notification

Creation of Service Order from Notification

Release the Service Order

Required, Create Enquiry, Quotation, Sale Order cycle

Technical Completion of Notification Capturing the Equipment History Completion of Service Order

Confirmation of Service Order Operations

Slide :

31

CS Warranty Process
Commitment of the manufacturer, vendor, or retailer to guarantee services to a customer either free-of-charge or only charged in part, over a certain period of time 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

Slide :

32

CS Service planning
Planned maintenance is used to avoid system breakdowns or the breakdown of other objects, which - in addition to the repair costs - often result in much higher costs subsequently owing to production breakdown. Maintenance Planning consists of Maintenance item - A maintenance item describes which preventive maintenance tasks should take place regularly on a technical object or a group of technical objects. Maintenance Plan - The maintenance plan contains scheduling information from the following sources Maintenance Strategy - A maintenance strategy defines the rules for the sequence of planned maintenance work Maintenance cycle - The maintenance cycles and packages contain the time or performance condition when maintenance must be performed Scheduling parameters - use the scheduling parameters to adapt the scheduling process to meet your individual requirements. Maintenance Task list - Maintenance task lists describe a sequence of individual maintenance activities which must be performed repeatedly within a company Maintenance Objects - A list of objects which are assigned to a particular maintenance item.
Slide : 33

CS Service planning

Slide :

34

CS Service planning

Slide :

35

CS Measuring point

Measuring points in the R/3 System describe the physical and/or logical locations at which a condition is described, (for example, the coolant temperature in a nuclear power station after the coolant has left the pressure vessel, or the number of revolutions at a rotor shaft of a wind-driven power plant). Counter is a type of measuring point where the measurement readings are cumulated or totalized Measurement readings describe a condition at a measuring point at a particular point in time, and represent the transaction data for measuring points in the R/3 System. They are documented in the form of measurement documents . Measurement documents are the documents that are created after the data is transferred to the R/3 system after a measurement has been taken at a measuring point or a counter.
Slide : 36

CS Standard reports
Equipment Breakdown Analysis Equipment Damage Analysis Service Cost Analysis Customer Notification Analysis MTTR / MTBF reports

Slide :

37

Probable Contract Scenarios

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

Slide :

38

Thank You
Slide : 39