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CS – Overview
CS – Enterprise Structure
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
CS – Master data & Technical Objects
• Functional Location
• Equipment
• Installed base
• Serial Number
• Material
• Bill Of Material
CS – Service Notification Processing
CS – Service Order Processing
CS – Service Planning
Capacity requirements planning supports
you in the detailed resource planning of
technicians in Customer Service.
Repair Order
Repair order dash board Service Order reference
Service Booking Operation and Component
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
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.
CS – Service Scenarios
• External Procurement Services
• Depot Repair
• Service Contract with Periodic Billing
• Service with Time & Material based Billing
• Service with Fix Priced Billing
Depot Repair
Service Contract with Periodic Billing
Service with Time & Material Based Billing
Service with Fixed Price Billing
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.
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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Sapcustomerserviceinmanufacturingindustry

  • 2. CS – Enterprise Structure
  • 3. 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
  • 4. CS – Master data & Technical Objects • Functional Location • Equipment • Installed base • Serial Number • Material • Bill Of Material
  • 5. CS – Service Notification Processing
  • 6. CS – Service Order Processing
  • 7. CS – Service Planning Capacity requirements planning supports you in the detailed resource planning of technicians in Customer Service.
  • 8. Repair Order Repair order dash board Service Order reference Service Booking Operation and Component
  • 9. 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
  • 10. 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.
  • 11. CS – Service Scenarios • External Procurement Services • Depot Repair • Service Contract with Periodic Billing • Service with Time & Material based Billing • Service with Fix Priced Billing
  • 13. Service Contract with Periodic Billing
  • 14. Service with Time & Material Based Billing
  • 15. Service with Fixed Price Billing
  • 16. 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.
  • 17. 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

Editor's Notes

  1. Service Notification S1 - Problem NotificationS2 - Activity report S3 - Service request Catalogue Object Part Cause of damage Task Damage / Problem Activity
  2. SM01 for Service orders ( with revenues ) SM02 for Service orders ( Without revenues ) SM03 for Repair orders Order Creation a. Checking of availability of material and production resources/tools b. Release for implementation c. Printing of shop papersd. Collecting material components 2. Execution a. Repair of the Equipment at customer site / at plant 3. Post processinga. Confirmation ( T code IW41) b. Technical completion c. Settlement of costsd. Business completion Task list structure Operation sub-operation Components Tools Maintenance packages Activities in Operation Description of the Work Work Center carrying out the work Control key for the fine control Assembly Default values / Times Deadlines Relationships
  3. You can only use this component in connection with the following application components: Service Orders (CS-SE) Capacity Requirements Planning (PP-CRP) Personnel Management (PA) Time Management (PT Maintenance Planning consists of - Maintenance item - A maintenance item describes which preventive maintenance tasks should take place regularly on a technical object or a group of technical objects. Maintenance Plan - The maintenance plan contains scheduling information from the following sources Maintenance Strategy - A maintenance strategy defines the rules for the sequence of planned maintenance work Maintenance cycle - The maintenance cycles and packages contain the time or performance condition when maintenance must be performed Scheduling parameters - use the scheduling parameters to adapt the scheduling process to meet your individual requirements. Maintenance Task list - Maintenance task lists describe a sequence of individual maintenance activities which must be performed repeatedly within a company Maintenance Objects - A list of objects which are assigned to a particular maintenance item.
  4. Symptoms - Detail information contains basic data and basic classification of a symptom Symptom Type Symptom Category Symptom Code Symptom Priority Symptom Catalogue Profile Symptom Application Area Symptom Validation Category Symptom Validation Dates Symptom Status