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Complaints and Returns Management

Complaints and Returns Management. SAP Best Practices. Purpose, Benefits, and Key Process Steps. Purpose

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Complaints and Returns Management

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  1. Complaints and Returns Management SAP Best Practices

  2. Purpose, Benefits, and Key Process Steps • Purpose • This scenario illustrates the entire process flow from the creation of a customer’s complaint in the system and inbound delivery of a defective product to the creation of a credit memo for the customer. • Benefits • Reduction of internal costs for order processing • Continuous improvement of product quality by defect tracking, analyzing complaint reasons, identifying causes, defining required activities and product changes, and monitoring success • Improved complaint processing – by providing access to all related documents and data • Increasedcustomersatisfaction • Key Process Steps • Create complaint • Determine warranties and contracts • Create return request and credit memo • Process inbound delivery

  3. Required SAP Applications and Company Roles • Required SAP Applications • SAP CRM 7.0 EHP1 • SAP ERP 6.0 EHP5 • Company Roles • Service Employee

  4. Process Flow Diagram Complaints and Returns Management Customer Send back defective product Report complaint Service Employee Create complaint Determine warranty and contract Create credit memo and return request Process inbound delivery (ERP) Service Employee Process billing

  5. Diagram Connection Legend <Function> Hardcopy / Document External to SAP Financial Actuals Business Activity / Event Budget Planning Unit Process Manual Process Process Reference Existing Version / Data Sub-Process Reference Process Decision System Pass/Fail Decision

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