Warranty processing recall bbp
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    Warranty processing recall bbp Warranty processing recall bbp Document Transcript

    • Recall and Warranty Processing Business Process Procedure
    • Recall and Warranty Processing _BBP Contents 1 Purpose............................................................................................................................................ 3 2 Prerequisites.....................................................................................................................................4 3 Preliminary Steps..............................................................................................................................4 3.1 Assigning User Profiles in R/3....................................................................................................4 4 Basic Business Process....................................................................................................................5 4.1 Creating Vehicle with VIN in VMS..............................................................................................5 4.2 Editing Recall.............................................................................................................................6 4.3 Checking and Applying the recall in the Portal by Dealer...........................................................9 4.4 Checking the Recall by the Warranty Office.............................................................................12 4.5 Checking the Recall Claim in the Portal by Dealer...................................................................13 4.6 Create To Claimant Version.....................................................................................................14 4.7 Release To Claimant Version...................................................................................................15 4.8 Post OC Version to FI..............................................................................................................16 4.9 Displaying Credit Memo ..........................................................................................................16 4.10 Completing the Recall Claim..................................................................................................17 4.11 Dealer check the status of the claim in Portal........................................................................18 4.12 Creating Credit Memo List......................................................................................................18 Customer Services Competency Page 2 of 19
    • Recall and Warranty Processing _BBP Recall and Warranty Processing 1 Purpose General Information and Target User This documentation gives an instruction on how the scenario (A76 – Warranty Processing for Recall) is processed from business point of view. It also gives a step-by-step operation guide, which the users can follow to finish the process of this scenario. The target user of this documentation: • Partners • Customers Overview Business Role Description: • Dealer: The dealer mainly focuses on service and vehicle maintenance for the end customer. • Warranty Process Office: This role can be the importer, or the sales office of the OEM who is in charge of the warranty processing. The warranty process office clerk logs on to the SAP back end system to finish the routine warranty processing. Within the warranty process office, we have different roles for warranty manager and the warranty clerk who are in charge of different process in the scenario. Process Overview: • The reimburser provides the importer with a recall number with the relevant data, for example the validity period of the campaign, the affected objects, and the materials and labor values that are incurred in the course of the recall. • The importer enters the recall data in the system in the form of a warranty claim with the special claim type for recall claims. • The importer releases the recall. • The dealer, checks which of the affected objects have been sold to which customers/claimants, and then sends them the appropriate information. • The dealer inspects the object, evaluates the recall items, and sends the claim information to the importer. The warranty clerk enters the claim information in the SAP system with reference to the recall. • The claim is automatically checked against the recall data. The system checks whether the object in the claim is contained in the recall and whether the reference date is within the recall validity period. • Monthly credit memo list is issued. Customer Services Competency Page 3 of 19
    • Recall and Warranty Processing _BBP 2 Prerequisites You have entered the master data required to go through the procedures of this scenario. Ensure that the following scenario-specific master data exists before you test this scenario: Master Data Master Master Data Description Plant BP01 Production Plant Sales Organization BP01 Sales Org. BP01 Distribution 01 Direct Sales Material A76-1000_SAL Window Screen Handle A76-1101_SAL Service outside plant Customer 7601 Dealer76 3 Preliminary Steps 3.1 Assigning User Profiles in R/3 Use Before starting the scenario, it is required to assign the test user to the user profile. If you have already assigned user profile SWTY to your user ID, skip this step. Procedure 1. Access the activity using one of the following navigation options: SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Master Data → Assign User Profiles Transaction code WTY_UPROF 2. On the Change View “Assign User Profile”: Overview screen, choose New Entries. 3. On the New Entries: Overview of Added Entries Screen, make the following entries: Field name Description User action and values Comment User Your user ID user ID you used to log on SAP Profile SWTY System standard profile Customer Services Competency Page 4 of 19
    • Recall and Warranty Processing _BBP 4. Choose Save. 5. In the Prompt for workbench Request dialog box, choose Create Request. Make the following entries: Field name User action and values Comment Short Description Warranty Processing Profile 6. Choose Save. A new workbench request is created. 7. Choose Continue. 8. Choose Back to return to the SAP Easy Access screen. 4 Basic Business Process This BPP only runs in Sales client. 4.1 Creating Vehicle with VIN in VMS Use The purpose of this activity is to create a vehicle; the VIN (Vehicle identification number) is assigned to the vehicle. The Vehicle identification number (VIN) is a 17-character number that identifies a vehicle and is created when the vehicle is assembled, for example, during the assembly process in the manufacturer’s production system. The VIN is an international standard. Prerequisites Configurable material (Vehicles model), class and configuration profile must exit. Procedure 1. In this procedure, use user: 7601 and password: initial to log on system. Change the password of 7601 to shanghai. 2. Access the transaction using one of the following navigation options: SAP menu Logistics → Logistics Execution → Vehicle Management System Vehicle Manager Transaction code VELO 3. On the Vehicle Manager: Vehicle Search for Vehicle Model screen, in the tab Find, select the Vehicle model A76 Mini Cooper by clicking. 4. Choose the Action tab. 5. In the Actions and Individual Search area, select the action CRE1 Create Planned Vehicle (Unconfigurable) and choose Execute action. Customer Services Competency Page 5 of 19
    • Recall and Warranty Processing _BBP 6. On the Vehicle Manager: Create Planned Vehicle (Unconfigurable) for VEHICLE M screen, make the following entries: Field name Description User action and values Comment Plant BP01 Number of Vehicles You can create any number of vehicles at once. 10 Production Date Planned production date. Today 7. Choose Execute action at the bottom of the window, you may need to scroll down. 8. The message: Action Created Planned Vehicle (Unconfigurable) executed, is displayed.Ten vehicles with the internal vehicle numbers are listed. 9. In the Actions and Individual Search area, select the action SMOD Change Vehicle and choose the button beside the field Execute action. 10. Choose the first vehicle by clicking the internal vehicle number in 10 Vehicles for Modes. 11. On the Action Tab, make the following entries: Field name Description User action and values Comment Vehicle ID No. Assign a VIN to your vehicle A7600000000000001 12. Repeat step 10 to 11 for all the 10 vehicles. Using A7600000000000002 ~ A7600000000000010 for the VIN number. 13. Choose Execute Action (located at the bottom of the screen). 14. Choose Back to return to the SAP Easy Access screen. 15. Log off R/3 by user 7601. Result Ten vehicles with the VIN number are created. 4.2 Editing Recall Use The reimburser gives the warranty office an external recall number with the appropriate data, for example the validity period of the recall, the affected objects, and the materials and labor values that are incurred in the course of the recall. The warranty clerk enters the recall information in the SAP system. Procedure 1. Use your own user ID to log on R/3. 2. Access the activity using one of the following navigation options: Customer Services Competency Page 6 of 19
    • Recall and Warranty Processing _BBP SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Master Data → Edit Recall Transaction code WTYRCL 3. On the Warranty Claim Processing: Maintain Recalls screen, make the following entries: Field name Description User action and values Comment Recall Type Recall Editor YP05 IntrnlRecallNo. 4. Choose Create (F5). 5. On the Warranty Claim Processing: Maintain Recalls screen, make the following entries: Field name Description User action and values Comment Recall for Warranty Claim Processing 00.00.000 Ext. Recall No. EXT-001 This number is used later to create the claims. You need to add 1 to the last sequence number every time you run the scenario again. RecallValidFrom Today’s date RecallValidTo The end of the year For example: 31.12.2007 Info Recall broken Window Screen Handle Partner 7601 6. Choose the Item Overview tab and choose Append Row. In the row of new item, make the following entries: Field name Description User action and values Comment Control Item Type MAT (F4) help to select. Material Material A76-1000_SAL Key A76-1000_SAL Quantity 1 Unit of Meas PC Customer Services Competency Page 7 of 19
    • Recall and Warranty Processing _BBP 7. Choose drill down (F4) to select the field Defect Code. 8. On the Display Catalog Structure screen, WTY1 is the default value in field Catalog code. Choose Execute (F8). 9. Select 002-001 Not yet broken. 10. Select Choose Entry. 11. Maintain another item of labor hour. On the Item Overview area, choose Append Row. In the row of the new item, make the following entries: Field name Description User action and values Comment Control Item Type FR (F4) help to select. Labor Quantity 2 Unit of Meas. H Hour 12. Choose drill down (F4) to select the field Key. Pay attention here, the field is Key, not Defect Code. If you run this step using the field Defect Code, a short dump occurs. 13. On the Display Catalog Structure screen, WTY2 is the default value in field Catalog code. Choose Execute (F8). 14. Select 006 Recall Service outside plant. You can display the detailed information by double-clicking each line. 15. Select Choose Entry. 16. On the Warranty Claim Processing: Maintain Recalls screen, check if the material A76- 1101_SAL has been automatically assigned to the labor (FR) item. 17. Choose the Objects tab, and choose Append Row. In the row of the new item, make the following entries: Field name Description User action and values Comment Object Type Vehicle VELO ID Type Object ID Type Blank Incl./Excl. I Include Object From: A7600000000000001 Vehicle Identify Number for recall Object To: A7600000000000010 Vehicle Identify Number for recall 18. Choose Enter. 19. Choose Save. 20. Write down the recall claim number displayed in the status bar _____________. 21. Choose Back to return to the SAP Easy Access screen. Customer Services Competency Page 8 of 19
    • Recall and Warranty Processing _BBP Result The importer has now defined all the elements of the recall and informed the dealer accordingly. 4.3 Checking and Applying the recall in the Portal by Dealer Use The dealer uses their own user to log on to the dealer portal, from which they can check the updated information from the warranty processing department. When the dealer sees the newly created recall, they can create the relevant claims with reference to this recall. Prerequisite Setting Up the HTTP Server (Protocol and Port) Use To allow the Warranty Web Application Server to communicate with your browser and display content, you must first set up a HTTP service. For detailed information about the SAP Web Application Server, refer to the documentation in the SAP Library. Procedure... 1. Access the activity using one of the following navigation options: SAP menu Tools → Administration → Monitor → System Monitoring → Internet Communication Manager Transaction code SMICM 2. Choose Goto → Services. The ICM Monitor – Service Display screen appears. 3. Check the ICM monitor, and get information about active HTTP or HTTPS service. 4. Record the following information for the first active HTTP or HTTPS service: Protocol _____________ Port _____________ Host Name _____________ This information is used in URL. For example, Protocol : HTTP Port : 8050 Host Name: uscirdc.wdf.sap.corp 5. Go Back to SAP easy access screen. Result Customer Services Competency Page 9 of 19
    • Recall and Warranty Processing _BBP A HTTP or HTTPS service that enables the WAS to communicate with your Web browser is now active. Procedure 1. Open your Internet Explorer; in the address field enter the portal URL you set up in the step: Setting up the HTTP Server. Protocol ://<Host Name>:<Port>/sap/bc/bsp/sapdii/wty_ui/wty05_main_cntl.do?sap- client=<Client Number> For example: 2. http://uscirdc.wdf.sap.corp:8050/sap/bc/bsp/sapdii/wty_ui/wty05_main_cntl.do?sap-client=205 3. On the Connect to XXXXXX.wdf.sap.corp dialog box, enter your warranty portal user ID and password to log on. Field name Description R/O/C User action and values Comment User Name 7601 Password R shanghai Layout Overview of the Dealer Portal Home Page: The home page is the central initial access page in the dealer portal application. It consists of the following areas: Header Area Working Area Navigation Path Messages Area Header Area: All the warranty relevant processes which can be performed by a dealer are listed in this area. For example, claim processing, and recall processing. Navigation Path: The last four navigated paths is displayed in this area. Messages Area: All the system response messages is displayed in this area. For example: information, warning message, and the document number. Working Area: Application objects which are in process currently are listed in this area, the detail information of an specific application object is also displayed in this area. Customer Services Competency Page 10 of 19
    • Recall and Warranty Processing _BBP 4. Choose OK. If this is the first time you log on to the Dealer Portal, you need to set up your personalized settings. The following steps are for your reference: a.From the tool bar choose Personalize. b.Make the following entries: Field name Description User action and values Commen t Status In Process Select the item listed Created last 90 Days Validity Within Next 90 Days For Claim created In Last 90 Days Financials for last 3 Months Statistics for last 3 Months Overview List Rows 10 Result List Rows 10 c.In the other fields keep the default values. d.Choose Save in the Action area. e. Choose Overview to return to the portal page, the warning messages disappear. 5. Under Navigation path: Overview, choose the Recalls Tab. 6. All the recalls valid within the period is displayed. 7. Choose the recall you created in the back end system by selecting the button before the line, then choose Transfer. 8. In the Recall Details area, you can check all the recall relevant information. 9. In the Action area, choose Create Claim. 10. The message Recall XXXXXX applied is displayed. 11. In the Claim Details area, choose the Header tab, and make the following entries: Field name Description User action and values Comment Claim Type BP AUTO RECALL Use the drill down button to select Object Vehicle Use the drill down button to select Object Reference Enter the VIN number The VIN number should be included in the recall scope. For example: A7600000000000001 Customer Services Competency Page 11 of 19
    • Recall and Warranty Processing _BBP Ref. Date System default date The system will take current date as the default date, you can change the date if necessary Recall Ref. EXT-001 The External Recall No. for example: EXT-001 is automatically copied in this field. 12. In the Claim Details area, choose the Item tab; you can see the two default items, which were maintained in the recall, are automatically copied here. If necessary, you can also delete, or add rows here for your own claim items. 13. In Actions area, choose Simulate. 14. In the Actions area, choose Submit. In the Messages area the claim number is displayed. Make a note of the claim number____________. 15. Choose Log off to close the portal. Result The dealer has executed the recall, and applied the recall in the portal, a new claim is created. 4.4 Checking the Recall by the Warranty Office Use The warranty office clerk can check if the recall is valid for the chosen object, that is whether the reference date in the warranty claim lies within the recall interval or not, and whether this recall can be used or not. Procedure 1. Access the activity using one of the following navigation options: SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Process Warranty Claim Transaction code WTY 2. On the Process Warranty Claim Screen, make the following entries: Field name Description User action and values Comment Claim Claim number created before If you cannot remember the claim number, you can use search function, to show all the newly created claims: Customer Services Competency Page 12 of 19
    • Recall and Warranty Processing _BBP 1)Choose F4. On the Dynamic Search Help Warranty Claim screen, make the following entries: Field name Description User action and values Comment Warranty Claim type YP01 Partner 7601 2)Choose Execute (F8). 3)Select the claim by double clicking the claim number. 3. Choose Open (F6). 4. Choose Display ↔ Change (F7). 5. Choose Check Recall. If the check is OK, the status of this claim is updated to B095 Recall Checked. Otherwise, the Recall for Warranty Claim Object VELO XXXXXXXXX Screen is displayed. The recall check result, recall number, and the other relevant information are displayed. 6. Choose Save. 7. On the Change Warranty Claim screen, Choose Copy IC Version. 8. A new version under From Claimant Category is now created for the processor to do the further processing. 9. Choose Save. 10. Choose Back to return to the SAP Easy Access screen. Choose Yes if message appears. 4.5 Checking the Recall Claim in the Portal by Dealer Use Dealer can log on to the portal using their own user, to trace the claims and check the updated status. Procedure 1. Open your Internet Explorer, in the address field enter the portal URL you set up in the step Setting up the HTTP Server. For example: http://uscirdc.wdf.sap.corp:8050/sap/bc/bsp/sapdii/wty_ui/wty05_main_cntl.do?sap-client=205 2. On the dialog box Connect to XXXXXX.wdf.sap.corp window, enter your warranty portal user name and password to log on. Field name Description User action and values Comment User Name 7601 Password shanghai 3. Choose OK. Customer Services Competency Page 13 of 19
    • Recall and Warranty Processing _BBP 4. Choose Overview. 5. On the Claims tab, the claim is displayed. 6. Select the claim by choosing the box at the beginning of the line, and choose Transfer to check the detailed information and the updated status. If the claim you are looking for is not in the list, choose Claims. In the Search field, using the drill down button to select Claim Number, enter the claim number you are looking for in the next field, and then choose GO, the claim detail is displayed. 7. Choose Log Off to leave the portal. 4.6 Create To Claimant Version Use Copy the incoming customer version to a new version to send to the claimant. A version is part of a warranty claim with entitlements to reimbursement and that is directed at or has been made by a specific partner. A version can contain more than one item. When you enter a warranty claim, exactly one version is created; this version is assigned to the category Versions from Claimant (see below). During the further claim processing procedure, more versions are created manually or automatically in different categories and sent to the appropriate business partner. A category is a subdivision within a warranty claim that defines a specific part process. There are four different categories: 1. Versions from Claimant: category for versions sent by the claimant 2. Versions to Reimburser: category for versions that have already been forwarded to the reimburser 3. Versions from Reimburser: category for versions that have been returned by the reimburser 4. Versions to Claimant: category for versions that have been returned to the claimant. The reimburser is not considered in this scenario; therefore only two versions are used: Versions from Claimant and Versions to Claimant. Procedure 1. Access the activity using one of the following navigation options: SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Process Warranty Claim Transaction code WTY Customer Services Competency Page 14 of 19
    • Recall and Warranty Processing _BBP 2. On the Process Warranty Claim Screen, make the following entries: Field name Description User action and values Comment Claim Claim number created before 3. Choose Open (F6). 4. Choose Display ↔ Change (F7). 5. Choose To Claimant. 6. A new version 0003 under To Claimant category is created; select the new version by double clicking. 7. On the Change Warranty Claim Screen, check the information in the Version Detail tab. 8. Check and change the price in the Item Detail tab if necessary. 9. Choose Save. 10. Choose Back to return to the Change Warranty Claim Screen. Choose yes if message appears. 4.7 Release To Claimant Version Use After the final decision making, warranty clerk releases the To Claimant version. Procedure 1. Access the activity using one of the following navigation options: SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Process Warranty Claim Transaction code WTY 2. On the Process Warranty Claim Screen, make the following entries: Field name Description User action and values Comment Claim Type Claim Claim number created before 3. Choose Open (F6). 4. Choose Display ↔ Change (F7). 5. Choose Release. Then on the Version Detail tab, field Shipping Version is checked. 6. Choose Save. Customer Services Competency Page 15 of 19
    • Recall and Warranty Processing _BBP 7. Choose Back to return to the SAP Easy Access screen. 4.8 Post OC Version to FI Use The purpose of this activity is to post the version to FI to create the credit memo. Procedure 1. Access the activity using one of the following navigation options: SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Process Warranty Claim Transaction code WTY 2. On the Process Warranty Claim Screen, make the following entries: Field name Description User action and values Comment Claim Type Claim Claim number created before 3. Choose Open (F6). 4. Choose Display ↔ Change (F7). 5. Choose Post to FI. 6. Choose Save. 7. On the appearing Finish Warranty Claim Processing screen with the message Notes have been issued. Do you want to save? Choose Yes. 8. Choose Back to return to the SAP Easy Access screen. 4.9 Displaying Credit Memo Use The purpose of this activity is to display the credit and memo and check it. Procedure 1. Access the activity using one of the following navigation options: Customer Services Competency Page 16 of 19
    • Recall and Warranty Processing _BBP SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Process Warranty Claim Transaction code WTY 2. On the Process Warranty Claim Screen, make the following entries: Field name Description User action and values Comment Claim Type Claim Claim number created before 3. Choose Open (F6). 4. Choose Document Flow (Shift + F4). 5. In the Documents for Warranty Claim dialog box. You can check the credit memo detail by choosing the accounting document number. 6. Choose Back to return, and choose Continue to return to the warranty screen. 7. Choose Back to return to the SAP Easy Access screen. 4.10 Completing the Recall Claim Use When the recall is opened and all the relevant objects are claimed, the reimburser decides to complete the recall. The warranty clerk completes the recall in the system to avoid further processing on this claim. Procedure 1. Access the activity using one of the following navigation options: SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Process Warranty Claim Transaction code WTY 2. On the Process Warranty Claim Screen, make the following entries: Field name Description User action and values Comment Claim Type Claim Claim number created before 3. Choose Open (F6). 4. Choose Display ↔ Change (F7). Customer Services Competency Page 17 of 19
    • Recall and Warranty Processing _BBP 5. Choose Complete Claim (F9). 6. On the appearing Finish Warranty Claim Processing screen with the message Notes have been issued. Do you want to save? Choose Yes. 7. The status of this warranty claim is set to B060 Claim Closed. 8. Choose Back to return to the SAP Easy Access screen. 4.11 Dealer check the status of the claim in Portal Use Dealer can log on to portal using their own user to check the final result of the claim. Procedure 1. Open your Internet Explorer, in the address field; enter the portal URL you set up in the step: Setting Up the HTTP Server. For example: 2. http://uscirdc.wdf.sap.corp:8050/sap/bc/bsp/sapdii/wty_ui/wty05_main_cntl.do?sap-client=205 3. On the dialog box Connect to XXXXXX.wdf.sap.corp window, enter your warranty portal use ID and password to log on. Field name Description R/O/C User action and values Comment User Name 7601 Password R shanghai 4. Choose OK. 5. Choose Claims. 6. In Search field, use the drill down button to select Claim Number, enter the claim number you are looking for in the next field, then choose GO, the claim detail will be displayed On the Claims tab, check the detail information and the updated status - COMPLETE, and the updated reimbursed amount. 7. Choose Log Off to leave the portal. 4.12 Creating Credit Memo List Use At the end of the Month, or year, the warranty clerk groups all the credit memos by customer, and creates the credit memo list, and sends it to the customer. Procedure 1. Access the activity using one of the following navigation options: Customer Services Competency Page 18 of 19
    • Recall and Warranty Processing _BBP SAP menu Logistics → Plant Maintenance → Preventive Maintenance → Work Scheduling → Environment → Engineering → Environment → Technical Objects → Environment → Warranty Claim Processing → Warranty Claim Processing → Subsequent Process → Create Credit Memo List Transaction code WTYCL 2. On the Create Credit Memo Lists for Warranty Credit Memos Screen, make the following entries: Field name Description User action and values Comment Sales Organization BP01 Distribution Channel 01 Division 01 Customer 7601 Open items at key date Enter the current date Test Run Deselect 3. Choose Execute (F8). 4. You can see detail items by selecting the * before the customer. 5. Choose from the menu: List → Export → Local file. In the pop up Save List in file Screen, choose Spreadsheet. Choose Enter. 6. In the dialog box Create Credit Memo Lists for Warranty Credit memos Screen, enter the directory and the file name, for example, directory D:, file name A76.xls. Then choose Generate. 7. The data is exported to the excel file. 8. You can print out the credit memo list, and send to the dealer via fax. 9. Choose Back to return to the SAP Easy Access screen. Customer Services Competency Page 19 of 19