CS Overview

7/30/2019 CS Overview

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OVERVIEW

OFCUSTOMER SERVICE


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Course Objectives

Visualize the CS functionalities

Understand Masters CS relatedConversant with various ServiceCycles

Integration with other modulesProbable Service Scenarios

On conclusion of this course, you should beable to:


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Target Group

Customer Service Consultants

PM & SD Consultants


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CONTENTS

CS - Overview

CS - Terminologies

CS Technical Objects

CS Notifications & Service processing

CS Service planning

CS Information System


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CS - Overview

Major components of CS- Module

Technical Objects Equipment, FunctionalLocations, Serialized Items & Fleet Objects

Service Notifications and Service Order Processing

Billing the Customer thru Sales cycle

Warranty, Installed Base & Service Planning (TaskLists , Maint.Items and Plans), Measurement Pointsand Measurement Documents


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PM/CS Organization structure

Company Code

XXXX

Plant

1000 - ABCPlant

1001 - BCD

Plant

1002 - CDE

Plant

1004 - EFGPlant

1003 - DEF


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SD Organization structure

Company Code

XXXX

Sales Org.

(EUROPE)

Sales Org.

(ASIA)

Distribution channel

(Retail)

Distribution channel

(Export)

Division

(Paints)

Division

(Chemicals)

SO1 SO2 SO3 SO4 SO5

Sales

Area


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PM/CS Enterprise structure

Maintenance Plant

1000- ABC

Functional Loc.XXXX-1000-101-PC

Planner Group

ABCPLN1

Work Centers

ABCPLNPC

Equipment

PC7560

Sub EquipCPU

Task Lists

Planning Plant

1000- ABC

Spares

CRT, ICs, MB

SubAssly.

Monitor

Execute Services on Tech. Objects

Plant Section

101


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Integration with other Modules

Finance / Controlling

SalesMaterials

CUSTOMER SERVICE

ProjectSystems


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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

Maint. Order & Notification Completion

Maint. Order Settlement (FI/CO

Postings)

Maintenance Order Confirmation

(Resources Consumed)


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Sales Flow

Logging of Customer Requirement

through Inquiry

Quotation

Sales Order

Delivery (Picking, Packing, Goods

Issue) for Material Sale

Revenue Recognition (FI/CO Postings)

Billing the Customer


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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)


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CS Terminologies Maintenance Plants - Plant, in which the technical objects of a

company are installed and where the actual maintenance isperformed.

Planning Plants - The planning plant is a plant where you definemaintenance task lists, carry out materials planning on the basis of the

BOMs in task lists and perform maintenance orders, manage andschedule maintenance plans, enter maintenance notifications andprocess maintenance orders for the associated maintenance plants.

Functional Location - Organizational unit within a Maintenance plantwhere the technical objects of a company according to functional,process-oriented or spatial criteria are installed. A functional locationrepresents the place at which a maintenance task is to be performed.

Equipment Individual, physical object that is to be maintained as anautonomous unit.


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CS Terminologies Maintenance Planner Grp. - A maintenance planning group

(under a planning plant) may be an individual department (forcentral work preparation), a group of skilled craftsmen or aworkshop.

Serial Numbers When we need to transact (sell) the sametype of Equipment, we use serialization technique. We create serial

numbers for the material code associated with the equipment. It isbasically an identification code for similar kind of Equipment.

Work Centers - An organizational unit that defines where and whenan operation should be carried out.

Task Lists A set of operations (for a specific application) thathave material components attached & work centers / control keys/

man-hours required etc. defined.

Partner Functions - Partners (business partners) are internal and/orexternal organizational units. For Eg. internal partners can be logisticsand sales departments that perform services whereas externalpartners can be customers as service recipients and vendors assupporting service providers. A partner can be a natural or a legal entity


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CS Masters Required

Functional Location Master Master record of the customer functionallocations under a maintenance plant, where the customer Equipmentare installed

Equipment Master Master record of all the Equipment sold to various

customers

Material Master Master record of all the material components used incustomer Equipment sold to various customers

Service Master Service in SAP is defined as a material that can be sold orpurchased. 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 therelevant data


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Service notification describes a problem condition of a technical object at thecustomer site

Process

1. Enter service notifications2. Recognize the condition of the service object3. Request the necessary service tasks and thereby plan further

service processing4. Track the progress of the tasks to be performed5. Close the Notification with relevant data updated

Different types of standard Notifications available in the system are

S1 - Problem NotificationS2 - Activity reportS3 - Service request


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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 MasterShip to Party / Customers Address: Gets captured from the CustomerMaster 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 startand End date / time

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


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CS Service Order processing

Service orders form an important part of the detailed planning of tasks and theiraccompanying 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 controlinformation 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


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a) CS Service Order processing

Steps Involved

1. Order Creationa. Checking of availability of material and production resources/toolsb. Release for implementationc. Printing of shop papersd. Collecting material components

2. Executiona. Repair of the Equipment at customer site

3. Post processinga. Confirmation

b. Technical completionc. Settlement of costsd. Business completion


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Aservice order comprises the following groups of data:

1. Header data2. Location and account assignment data3. Object data

4. Settlement data5. Operation data6. Component data

Steps Involved

Planning with reference to:

1. The operation

2. Work centers and the number of persons involved3. Material, Dates and execution times4. Task lists5. Costs and settlement (settlement rule)6. Permits7. External assignments


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Major steps Involved in Order Creation

1. Create a Service Order General (Order type, Priority, Equipment No,

Planning Plant, Business Area2. 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 objectwhere 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 inthe tab strip Header data where the Service Order needs to be settled.


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Major steps Involved in Order processing

Service Order confirmation Process : Steps Involved

1. Enter the Service Order No., Choose the Operation., Enter the ActualHours, 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 areference date and time.

(The system asks for Completion of the associated Notification also, if u want to closethe Notification then tick the check box complete Notification else remove the tickfrom the check box)


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External Service cycle through Service Orders (Sub Contracting ServiceCycle)

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 Group3. Choose the Services required from Model Service Spec.

Enter the Model Service Spec no4. Check the Service Purchase Requisition no. generated

Further Processing of Service PR

Quotation from PRPrice/Vendor ComparisonPO creationService EntrySheetOrder completion


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CS Service Billing

The following are the types of billing possible

1. A Sales Order can be generated directly from the service Notification and thecustomer 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 simultaneouslycreated in the system through which a billing document is generated and thecustomer is billed. The service order is later settled against the Sales Document, ifrequired.

3. For Warranty Sales, the Warranty service costs on the service order may be settledto the open Sales Order.

4. For service contracts like AMCs too, Sales Contract -> Periodic Billing process isfollowed. 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.


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Notifications in E&C Processing

Create Notification

(S1/S2/S3)

Create Service Order

From NotificationUsing Service Product

Or

With Internal Operations

Release the

Service Order

Creation of Sale

Order from Notification

Confirm the Service

Operations

Technical Completion

Of

Service Order

Capturing the History,

Completion of Notif.

Tasks and Activities

Completion of

Notification & Order


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Service Management within Warranty

Customer ComplaintsTelephone

Fax

E-mail

Raise NotificationsS1 Problem Notif.

S2 Service Request

S3 Activity Report

Completion of

Service Order

Creation of Sale

Order from Notif.Release Service

Order

Create Service Order

From Notification

Using Service Product

Or

With Internal Operations

Capturing theHistory, Completion

Of Noti. Tasks and

Activities

Completion of

Notification

Confirmation of

Order Operations


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Service Management for Overhauling

Creation of InquiryFor the Service Item

(Eg : Overhauling)

Required

Create Quotation

With reference

To Inquiry

Creation of SaleOrder with

Reference to

Quotation

Service Order

is created

Confirmation of

Service Order

Operations

Creation of Sale

Order from Notif.

For delivery of any

Spares Required

Link theService Order

To a

Notification

Technical

Completion of

Service Order

Capturing theEquipment

History in the

Notification

Completion of

Notification


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Service Management - Troubleshooting

Creation of

Notification

Creation of Service

Order from

Notification

Release the

Service Order

In case of any Spares

Required, Create

Enquiry, Quotation,

Sale Order cycle

Capturing the

Equipment History

Technical

Completion of

Service Order

Confirmation of

Service Order

Operations

Completion of

Notification


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CS Warranty Process

Commitment of the manufacturer, vendor, or retailer to guarantee services toa customer either free-of-charge or only charged in part, over a certainperiod of time

The warranty check can be performed automatically by the system whenprocessing 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


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CS Service planning

Planned maintenance is used to avoid system breakdowns or the breakdown ofother objects, which - in addition to the repair costs - often result in much higher costssubsequently owing to production breakdown.

Maintenance Planning consists of

Maintenance item - A maintenance item describes which preventive maintenance tasksshould take place regularly on a technical object or a group of technical objects.

Maintenance Plan - The maintenance plan contains scheduling information from thefollowing sources

Maintenance Strategy - A maintenance strategy defines the rules for the sequence ofplanned maintenance work

Maintenance cycle - The maintenance cycles and packages contain the time orperformance condition when maintenance must be performed

Scheduling parameters - use the scheduling parameters to adapt the schedulingprocess to meet your individual requirements.

Maintenance Task list - Maintenance task lists describe a sequence of individualmaintenance activities which must be performed repeatedly within a companyMaintenance Objects - A list of objects which are assigned to a particular maintenanceitem.


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CS Service planning


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CS Service planning


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CS Measuring point

Measuring points in the R/3 System describe the physical and/orlogical locations at which a condition is described, (for example, thecoolant temperature in a nuclear power station after the coolant hasleft 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 readingsare cumulated or totalized

Measurement readings describe a condition at a measuring point at aparticular point in time, and represent the transaction data formeasuring points in the R/3 System. They are documented in the form

of measurement documents .Measurement documents are the documents that are created afterthe data is transferred to the R/3 system after a measurement hasbeen taken at a measuring point or a counter.


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CS Standard reports

Equipment Breakdown Analysis

Equipment Damage Analysis

Service Cost Analysis

Customer Notification Analysis

MTTR / MTBF reports


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Probable Contract Scenarios

AMCs: Annual Maintenance Contract once thewarranty gets over Comprehensive

Non Comprehensive AMC : Only certain parts are

covered under the contractOnly Parts Covered

Only Labor Covered

A fixed # of free PM Services


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