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SAP CS INTRODUCTION

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.

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SAP CS INTRODUCTION

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  1. 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.

  2. 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

  3. 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

  4. CS OVERVIEW

  5. CS – Enterprise Structure

  6. 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

  7. CS – Master data & Technical Objects • Functional Location • Equipment • Installed base • Serial Number • Material • Bill Of Material

  8. CS – Service Notification Processing

  9. CS – Service Order Processing

  10. CS – Service Planning Capacity requirements planning supports you in the detailed resource planning of technicians in Customer Service.

  11. Repair Order Repair order dash board Service Order reference Service Booking Operation and Component

  12. 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

  13. 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.

  14. CS – Service Scenarios External Procurement Services Depot Repair Service Contract with Periodic Billing Service with Time & Material based Billing Service with Fix Priced Billing

  15. Depot Repair

  16. Service Contract with Periodic Billing

  17. Service with Time & Material Based Billing

  18. Service with Fixed Price Billing

  19. 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.

  20. 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

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