Customer Service

客戶服務

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 SAP AG
 1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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 SAP AG
1.Customer Service-- Overview

1 CS-Overview
2 Technical Objects 1.Custom
3 Help Desk er
Service--
Overview
4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Planned Customer Service
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Evaluation 3
 SAP AG
SM - Integration

SM - Integration
FI MM
Material master
Accounts receivable Inventory mgmt
Accounts payable Purchasing
CO SD
Cost centers
Internal orders Customer masters
Profitability Sales orders
analysis Contracts

PA/PD
SM QM
Time recording
Test equipment
Resource planning
management
Qualifications
PS IS
Networks
Project structures Industry
Project controlling solutions
Budgets

 SAP AG

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 SAP AG
Service Category
Service Category
Service Management - Service Categories

Service
Provider
Internal External
Object
Owner

Plant External
Internal Maintenance Service

Customer Object
External Service Management
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 SAP AG
Services
Service
Services
 Help desk

 Dispatch of spare parts

 Repairs in the service center

 Repairs by field service technicians

 Assembly of technical objects

 Planned maintenance and servicing

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 SAP AG
Service Process

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 SAP AG
Main Function

SM - Main Functions
Installed base Service groups

Warranties
Service processing

Notifications Service Sales Billing

orders orders

Contracts and Planning Service information system

 SAP AG

Main Function 8
 SAP AG
Organizational Structure
Organizational Structure

Organizational Structure - Service

Plant Planning plant
Dresden
Dresden

Planner group Planner group

In-House serv. Field service

Work
Workcenter
center Work
Workcenter
center
Service technicians
Service technicians PC repairs
PC repairs

Employee
Employee Employee
Employee Employee
Employee
Miller
Miller Smith
Smith Brown
Brown
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 SAP AG
Master Data-Work Center

Work Centers in Service Management

Service technicians Mechanics

Electricians

Instrumentation and Installers

Control Engineers
SAP AG

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 SAP AG
Business Partners

Business Partners and Addresses

HR MM
Position
Person Vendors

Operator
BS SD
User Master Customers
Contact
partner
Engineer
Pieces of
Functional Equipment
Location

 SAP America

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 SAP AG
2.Technical Objects

1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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 SAP AG
Types of Technical Objects

Types of Technical Objects

Functional locations

Pieces of Material serial

equipment numbers

Assemblies

 SAP AG

Types of Technical Objects

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 SAP AG
Serial Number(1)

Material Serial Number

 The material serial number is a number that is

assigned to an individual material item in addition
to its material number.
 The combination of material number und serial number
is always unique.

Material PC Monitor
number R-1001-xx R-1140

Serial
number 4710 4711 4711 4712 R ABCD

 SAP AG

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 SAP AG
Serial Number(2)

Serial Number Management

 Serialization of a material enables you to track

objects individually.
 Serial numbers are tracked throughout different
logistics business transactions:
 Goods receipt
 Goods issue
 Stock transfers
 Sales orders
 Delivery notes
 Service notifications
 Service orders
 Others
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 SAP AG
Equipment(1)

Equipment

 A piece of equipment is an individual object that

is to be serviced as an autonomous unit.
 Pieces of equipment can be:
 Technical devices
 Machines
 Technical systems or parts thereof
 Vehicles
 Software
 Rotating equipment
 Test and measurement equipment
 Others
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 SAP AG
Equipment(2)

Equipment Management: Criteria

 Management of individual object data
 Planning of future service activities

 Recording of services performed

 Tracking of individual costs
 History of technical objects
 Documenting of usage times

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 SAP AG
Equipment(3)

Equipment Functions
Object structuring and Condition and performance Installation/dismantling at
change management recording functional locations
40
30 50
20 60

10 70

0 80

pressure
2 351
Kilometers

Planning and execution Service management and

of service work equipment usage history

 SAP AG

 SAP AG
Equipment(3) 18
Equipment(4)

Equipment and Material Material master record

MATERIALS PLANT Description:
MANAGEMENT MAINTENANCE MAN K4000
Uses for Uses for Stock quantity:
Material Master Equipment Masters 10 pcs
• Buy • History / Tracking
• Sell • Plant Maintenance
• Make (Produce) •.......
• Stock Inventory
• Volume Tracking

Eq. A Material X
Serial No. 1234
C152 JTS E631 VYA
Material Master Mfg. GM
X Equipment
20?Truck Eq. B Material X
Serial No. Profile Serial No. 5678 Description: HD-MR 999
Mfg. Volvo Manufacturer: MAN
Model: K4000
Eq. C Year of production: 1991

 SAP America

 SAP AG
Equipment(4) 19
Functional Location(1)

Functional Location

 A functional location is an individual location

within a technical structure
 Functional locations subdivide technical
systems according to spatial, technical, and/or
functional criteria.
 Functional locations can be:
 Plant sites
 Buildings
 Production lines

 SAP AG

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 SAP AG
Functional Location(2)

Functional Location Functions

Object structuring and Condition and performance Equipment installation/
change management recording dismantling
40
30 50
20 60

10 70

0 80

Pressure
2 351
Miles

Planning and execution of Service management and

service work equipment usage history

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 SAP AG
Object Hierarchy

Object Hierarchies

Func-
tional
Technical
location
objects

Equip-
ment

Assem-
bly

Materials

 SAP AG

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 SAP AG
Installed Base

InstalledBaseI

Youcanm anageall typesof serviceableitemsIntheService

Management applicationcom ponent...

Custom er-
Standardequipment Software Buildings
specific
equipm ent

 SAPAG

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 SAP AG
Measuring Points

Measuring Points
Object condition Object usage through counter

12,500 km
Temperature

40
30 50
20

10
60

70
1,578
80 take-off and
Druck
landings
50 Pressure

Thickness 1,789
operating hours

 SAP America

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 SAP AG
Warranty

Warranty Based on Pieces of Equipment

Equipment Master

Warranty start 01/01/97

Warranty end
Warranty Item

Serial# 4711 Master Warranty 123 Counter:

Warranty check 1 year

or

50000 Km
50 000

 SAP America

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 SAP AG
3.Help Desk

1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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 SAP AG
Service Notification (1)

Service Notification Functions

 Entry of incoming customer service requests
 Access to information on
 Customer
 Serviceable
 Contracts
 Warranties
 Initiation and monitoring of follow-up actions
 Technical completion confirmation of services
(back reporting)
 Description of a serviceable item’s condition
 Documentation

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 SAP AG
Service Notification (2)

Service Notification Types

 Problem notification
A customer requests for a service.
 Activity report
Entry of a service activity after the service has been performed.
 Service request
General request for a service-related activity.
 Other types can be freely defined

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 SAP AG
Service Notification (3)

S
ervic
e N
otif
ica
tio
n S
tr
u c
tur
e
Re
fer
e nceobject
N
otif
icat
ion Co
ntactperson /c ust
o mer
h ead
e r De
scrip
tion
Da
tarequir
e dt
o f
u r
the rp
roce
ssno
tif
ica
tio
n

Objec
tp a
rt
N
otif
ica
tio
n it
e m
s Damag e
Cause
Clas
sif
icat
ion

Desc rip
tion
T
ask
s St
a t
u s
Perso nrespon
sib
le
Dead lin
e s

De
scr
ipt
ion
A
ct
ivit
ies Da
tesandt
ime
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P A
G

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 SAP AG
Service Notification (4)

Service Notification Worksteps

Object
determination

Object info
screen

Partner
determination

Problem
description

Processing

Completion R

confirmation
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 SAP AG
Service Notification (5)

Help Desk and Order for Spare Parts - Process

Call Call
processing closure

Call
logging

Sales order Delivery Billing

document
Incoming
request
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Service Notification (6)

Follow-up Actions for a Service Notification

Service order
1

Service
notification

Sales order
1

2
Incoming
request
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 SAP AG
4.Field Service Planning

1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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 SAP AG
Field Service: Content

Field Service Planning

 Service Order

 Order Confirmation

 Billing
 Order Settlement and Completion

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 SAP AG
Service Order Processing(1)

Order Creation Options

 Create directly
 Create a service notification with immediate
order
 Create for an existing notification
1

2  Combine several notifications in one order

 Create from a sales-order item
 Automatically generate the order from a
maintenance item

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 SAP AG
Service Order Processing(2)

Service Order Processing

Creation

Planning

Release

Printout

Execution

Confirmation

Technical completion

Billing

Settlement

Closure
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 SAP AG
Service Order Processing(3)

Service Order Functions

 Planning
 Description
 Resources
 Deadlines
 Execution
 Order papers
 Work progress documentation
 Confirmation
 Settlement
 Internal
 External
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 SAP AG
Service Order Processing(4)

Order Structure

Order Object
header list

Order
operations

Sub-
operations

Components

Tools
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 SAP AG
Order Entry and Planning(1)

Order Operations - Internal Processing

 Description of the work

 Work center carrying out the work
 Control key for fine control
 Assembly
 Default values / times
 Deadlines
 Relationships

 SAP AG

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 SAP AG
Order Entry and Planning(2)

Service External - Process

External
operation

Purchase
requisition

Purchase order

Service order
release

Goods receipt

Company

Invoice
xyz
Invoice
R

receipt

 SAP AG

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 SAP AG
Order Entry and Planning(3)

Stock Material - Procedure

Assignment of
components

Material
reservation

Order
Availability
release
check

Printing
Automatic
availability
check
Goods
R

issue

 SAP AG

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 SAP AG
Order Entry and Planning(4)

Non-Stock Material - Procedure

Assignment of
components

Purchase
requisition

Purchase order

Order
release

Goods receipt

Company

Invoice
xyz
Invoice
R

receipt

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 SAP AG
Order Confirmation(1)

Stock Material - Confirmation

 Planned material withdrawals

 With reference to the reservation number
 With reference to the order number
 Backflush

 Unplanned material withdrawals

 With reference to the order number

 SAP AG

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 SAP AG
Order Confirmation(2)

Non-Stock Material - Confirmation

 Goods receipt in MM
 Order debiting
 Value: Purchase order value

 Invoice verification and creation in MM

 Differences between the order and invoice values
are credited or debited to the order

 SAP AG

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 SAP AG
Order Confirmation(3)

Order Confirmation: Times/Activities

 Times
 Single entry
 Multiple entry
 Time sheet (CATS)

 Activities
 Activity reports
 Completion confirmation texts

 Object changes
40
30 50

10
20 60

70
 Measurement readings
0 80

Pressure

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 SAP AG
Order Confirmation(4)

Technical Completion

 Documents that all work has been completed

 Fixes location and account assignment data
 All associated notifications can be closed
 Status “Technically complete”
 Cancellation of outstanding capacities
 Cancellation of outstanding reservations and
purchase requisitions

 SAP AG

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 SAP AG
Billing of Service Orders

Billing of Service Orders

Order Billing
Billing
confirmation request
document

• Activity types • Service products • Service products

• Cost elements • Materials • Materials
• Materials

 SAP AG

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 SAP AG
Order Completion(1)

Order Settlement

 Order settlement is controlled by the

settlement rule.
 The settlement rule defines the sender and
recipient for order costs, and the recipient for
order revenue.
 It is determined automatically on the basis of
the object and customer data that is entered.
 Manual changes are possible.

 SAP AG

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 SAP AG
Order Completion(2)

Business Completion

 Prerequisites:
 Order is technically complete
 Order is completely settled

 Consequences:
 Order can no longer be changed
 Order can no longer be posted to
 Status „Completed“

 SAP AG

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 SAP AG
Service Quotation (1)

 Operations for drawing up quotation

 Create quotation from service order planning data

 Generate service order from quotation item

 Options for Billing

 Planned effort

 Actual effort

 Fixed price of service product

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Service Quotation (2)

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 SAP AG
5.Returns and Repairs

1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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Process of Repair

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Phrase of Repair Processing

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Repair Acceptance

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Repair Start

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Customer Repair Order and Service
Order

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Completion Confirmation

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6.Service Contracts

1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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 SAP AG
Service Contract(1)

Service Contract Definition

A contract defines....

our service.... Relationship to customer

for a customer....

as a long-term agreement
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Service Contract(2)

Features of the Service Contract

 Services
 Response times
 Service profile
 Price arrangements
 Planned services

 Conditions
 Prices
 Discounts, surcharges
 Billing plan
 Cancellation rules

 Technical objects
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Service Contract(3)

Service Contract - Billing Plan

Time frame

Billing periods

Month

Processed Unprocessed
billing billing dates
dates

Start End
date date
Today’s
R

date
 SAP AG

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 SAP AG
Service Contract(5)

Contract Billing

Individual billing Processing of

document billing due list
(order-based) with selection

Company
Order Company
xyz Order Company x y z
Order 1 Order
Billing doc 1 Billing doc x y z
Company
Order Billing doc x y z
1 2 1 Order
1 Billing doc
2
2 2 1
2
2

....can be performed as a
background
process R

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 SAP AG
Service Processing with Contract(1)

ServiceContract Assignment

 Anotificationoranordercanbeassignedtoaservice
contract
 Automaticallybasedonthereferenceobject (serviceableitem)
 B yselectingacontract, if thereismorethanonecontract for
thereferenceobject
 Byenteringthecontract document anditemnumbers

Notification
Servicecontract

Contract assignment

Order
1
2
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 SAP AG
Service Processing with Contract(2)

H o tlin e S ervice W ith S ervice C o n tract

S ervice co n tract
S ervice
A u to m atic co n tract assig n m en t n o tificatio n

A ssig n m en t T ask
d eterm in atio n
b y co n tract

E n try o f service
S erviceab le item n o tificatio n fo r th e
N o tificatio n
R

serviceab le item
tasks
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 SAP AG
Service Processing with Contract(3)

Service Order With Service Contract

Service contract

Assignment

Serviceable item

Contract Based on Against

contract contract
assignment
conditions

Service order Company

xyz

1 Billing doc.

Entry of service
order for the Billing Settlement
R

serviceable item
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Service Processing with Contract(4)

Service Contract - Billing Types

Service contract

Billing via the Billing via service

contract order assigned to
the contract

Periodic billing based Resource-related

on billing plan billing
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 SAP AG
8.Evaluation

1 CS-OverView
2 Technical Objects

3 Help Desk

4 Field Service Planning

5 Returns and Repairs

6 Service Contracts
7 Evaluation

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 SAP AG