Maintenance and Warranty Processing

1. Maintenance and Warranty Processing SAP Best Practices

2. Purpose & Benefits • Purpose • This scenario addresses the processing of a service case from the initial reporting of the problem by the customer telling about the equipment number of the repair good. The process is built on the fact that the repair good has been produced at plant once or it is returned for the second time to the plant so that equipment verification is possible. • Benefits • Customer Service and Order Management • Warranty check • Repairs Processing • Inventory Management • Cross-Application Time Sheet • Equipment Handling

3. Required SAP Applications and Company Roles • Required SAP Applications • Enhancement package 5 for SAP ERP 6.0 • Company Roles • Service Agent • Warehouse Clerk • Purchaser • Sales Administrator • Service Employee

4. Detailed Process Description • Repairs at Plant • A service agent creates a service notification in the system. The service notification number is used as a return material authorization (RMA) number in the remainder of the repair process. The service agent carries out a warranty check on the service notification. The service center informs the customer that they must send the notebook to the central service center. The service notification number (RMA) must be specified on the shipping documents; otherwise the notebook is rejected by the service center. If the necessary spare parts are not in stock, they have to be ordered. A repair order is then created from the service notification so that the entire repair process can be controlled and settled. In the repair order, the damaged notebook is automatically assigned by the returns items created. A service order is automatically generated using an item proposal to enable the repairs to be carried out. Once the repairs have been carried out, the costs (for hourly fees and spare parts) are confirmed to the service order. The repaired notebook is delivered to the customer and the final repair status can be displayed. This appears in the repair order as an additional item and is not a separate document. On a periodic basis the costs and revenues incurred on the service order are being settled to the repair order, where they can be evaluated.

5. Process Flow Diagram Maintenance and Warranty Processing Event Customer Contract Needs to be Created In case no warranty applies Depot Repair (217) Service Agent Warranty Check Display the Service Order Change Service Notification Create Service Notification Display Repair Order Warehouse Clerk Create Return Delivery with Reference to Sales Order Sales Administra-tor Change Repair Order – Starting Repairs Display Status of Repair Order Service Employee Display Equipment Using Equipment List Change Service Order Confirm Material Used Time Recording (211) Check Planned / Actual Costs Close Service Order – Technically Complete Purchaser Stock overview Posting Goods Issue Display Serviceable Materials

6. 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

7. Appendix Master Data Used • Service Plant • Material/Service • Material • Sold-to party • Ship-to party • Payer • Plant • Storage Location • Company Code • CO Area • Sales organization • Distribution channel • Division • Employee