Copyright © 2007 Bristlecone Ltd. All Rights Reserved

SAP CS INTRODUCTION

• SAP Customer service is a highly integrated process module which involves a strong integration of SAP PM,SD,MM,FICO and PS.

• The scenarios supported in this module includes Pre-sales scenario for services, Sales scenario for services/spares, Post sales and special scenarios such as warranty claim processing, Intercompany scenarios.

Copyright © 2007 Bristlecone Ltd. All Rights Reserved

Service Notification Definition

• Means with which customer notifications are created and managed in the areas of Plant Maintenance and Customer Service. The following notification types are predefined in the standard system:

• Customer notification: • Informing a customer of a malfunction or damage that

occurs• Service request :• Request for service to be performed• Activity report :• Documentation of activities that have been performed

Copyright © 2007 Bristlecone Ltd. All Rights Reserved

MAINTENANCE PROCESSES IN CS

• 1. In house repair process• 2. Repair at site process• 3. AMC• 4. Sale of service• 5. Sale of spare parts

Copyright © 2007 Bristlecone Ltd. All Rights Reserved

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