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CS BPP AMC Wo Billing and With Plan 12.11

CS BPP AMC Wo Billing and With Plan 12.11

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Customer Service Scenarios

SAP ECC 6.00 November 2007 English

Customer Service – Selling Services and Materials w/o AMC contract and w/o Billing to Customer
SSTL 1,6th Floor, Crow Court #128, Cathedral Road Chennai 600 086

Business Process Procedure

SAP Best Practices

Services w/o SLA, with plan and w/o billing to customer BPP

DOCUMENT CONTROL Document Title: Business Process Procedure for mySAP ERP version ECC 6.0 Document ID : Purpose: File Name: Security Classification: Author: Approved by: Distribution List: Version Spectra Soft Technologies Ltd, Chennai. No 1.0 VERSION HISTORY DETAILS Ver. No. / Brief Date Description 1.0 Original Change Detailed Change Description Original Document Date of Release Description Business Process Procedure

SSTL/BPP/SAP/2007-11-12
Business Process Procedure BPP-CS-2007-11-12 Company Confidential B. Praveen

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Copyright
© 2007 Spectra Soft Technologies Ltd. The contents of this document are the property of Spectra Soft Technologies Ltd and are intended for the sole purpose of internal testing. Reproduction, distribution, and modification of this document or any parts thereof, in any form, without the written permission of Spectra Soft Technologies Ltd are not permitted. Use of this document or parts thereof for purposes other than those agreed by Spectra Soft Technologies Ltd is not permitted.

Abbreviations R O C Required entry field (used in the end-user procedures) Optional entry field (used in the end-user procedures) Conditional field (used in the end-user procedures)

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Contents
1. Purpose.................................................................................................................... .......................5 2. Prerequisites............................................................................................................................ ........5 2.1. Building Blocks................................................................................................................ ..........5 Organizational Data and Master Data............................................................................ .................5 3. Process Flow............................................................................................................... ....................6 Creating Maintenance Plan................................................................................................ .............6 Scheduling the Maintenance Plan......................................................................................... ..........7 Viewing the Auto generated Service Orders................................................................................ ....8 Changing the Service Order.................................................................................................... ........9 Create a PM Order Confirmation............................................................................................... ....10 Material Issuing.............................................................................................................. ...............10 Closing the Service Order – Technical complete......................................................... ..................11 3.8 Settling the Service Order................................................................................... ....................12 3.9 Deadline monitoring of the scheduled plans.......................................................................... ...12 Viewing the Auto generated Service Orders and maintenance plan Planned Vs. Actual Report.. .13 3.11 Closing the Service Order - Business View......................................................... ...................14

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1. Purpose
This business scenario addresses maintenance plan and scheduling free of cost as per the agreement by the Service Provider. The Service Provider leases an equipment to the customer and maintains the equipment by own w/o charging to the customer. Service provider creates the Maintenance plan and schedules it as per the guidelines. And performs the maintenance activity. A Service Order is generated internally to capture the cost of Labor and Material consumed as well. The order is released and the service performed. The workers confirm the time used for the task and also the materials. The service order is settled to CO/PA, and closed for business This scenario would typically apply for regular maintenance activities.

2. Prerequisites
2.1.Building Blocks
In order to run this Business Process Procedure (DA3), the following Building Blocks of the SAP Best Practices for Professional Services solution must have been installed: DA0, DA3

2.2.Organizational Data and Master Data
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:
Data object Company code Plant Customer / business partner Sales organization Distribution channel Division Work Center Value 1000 1000 300015 1000 10 10 ME-GEN Description <CompCode_BP01_NmeCompCo deOrCompLng1>1000 Plant 1000 Spectra Soft Technologies Limited <SalesOrg_BP01_SalesOrgNmeL ng2>1000 <DistrChan_DirectSales_DistrCha nNmeLng2>Customer API Mechanical General maintenance

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3. Process Flow
3.7.Creating Maintenance Plan
Use
In this activity, Service provider cerates maintenance plan for the equipment supplied.

Procedure
1. Access the transaction using one of the following navigation options: SAP Menu Transaction code Logistics Plant Maintenance Preventive Maintenance Maintenance Planning Maintenance Plans Create Strategy Plan IP42

2. On the Create Service Notification: Initial screen, make the following entries and choose Enter. Field name Maint. cat. Strategy plan Description User action and values Maintenance Order Month Use help of the Drill down button F4 Comment

3. On the Create Maintenance plan: Strategy Plan screen: DA2 and DA4 screen, on the and sub tab page Item, make the following entries: Field Name Maintenance plan Equipment Order Type Main WorkCtr Equipment number Description User Action and Values AMC plan test for CS free service 5 SM02 ME-GEN / 1000 Comment

4. On the sub tab page Task List Click on Select Task List 5. It will take to a new screen Display Task List: Task List Selection. Check the Equip. task list

6. 7. 8. 9.

Execute System prompts a message A Task List was selected. Confirm your entries with Enter On the tab page Maintenance plan Scheduling Parameters: screen make the following entries:

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Field Name Maintenance plan Call horizon Scheduling period

Description

User Action and Values AMC plan test for CS free service 95 365 Day

Comment

10. Confirm your entries with Enter. 11. Save the Maintenance Plan or Control + S

12. System prompts a message Specify a cycle Start for the maintenance plan, select No 13. Maintenance Plan 1XX created. 14. Make a note of the notification Notification number: _______________________________. 15. Choose Exit (shift + F3) to return to the SAP Easy Access menu.

number.

Result
A Maintenance Plan has been created.

3.2.Scheduling the Maintenance Plan
Use
In this activity the Service Provider Scheduled the Maintenance Plan as per the guidelines provided by the equipment manufacturer for carrying out the tasks at the appropriate time.

Procedure
1. Access the transaction using one of the following navigation options: SAP Menu Transaction code Logistics Plant Maintenance Preventive maintenance Maintenance Planning Scheduling for Maintenance Plans -> Schedule IP10

2. On the Schedule Maintenance Plan: Initial Screen, enter the following Maintenance plan number from the previous section. Confirm your entry with Enter 3. Click on button on the top. 4. On the Start Date: Screen Enter the following details Field Name Start of Cycle Description User Action and Values 13.10.2007 Comment
Give the date in past to start the cycle in present Ex: if the strategy is defined monthly, give the scheduling date 30 fays backwards,i.e.,13.10.2007

5. System displays the Scheduled periods for 365 days in the tab page Schedule Calls

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6. Confirm the data you have entered for the outgoing telephone call by choosing Continue (Enter). 7. To save the changes choose Save (ctrl. + S). 8. System prompts a message Maintenance Plan 161 Scheduled. 9. Choose Back (F3) twice to return to the SAP Easy Access menu.

Result
The Maintenance Plan has been scheduled.

3.7.Viewing the Auto generated Service Orders.
Use
To ensure that the calls are attended and to capture the labor and material consumed a Service Order is required. For each maintenance plan, Service Orders will be automatically generated by the system for the no. of schedules, as soon as the maintenance plan is scheduled, i.e., IP10. Service Provider works Manager views this report for the calls due in the current month and opens the Service order. This report also helps to view the status of the Scheduled calls, i.e., planned vs. actual.

Procedure
1. Access the transaction using one of the following navigation options: SAP Menu Transaction code Logistics Plant Maintenance Preventive maintenance Maintenance Planning Scheduling for Maintenance Plans Scheduling overview List Display. IP24

2. On the screen Scheduling overview list form: Selection Criteria enter the following details. Field Name Maintenance Plan 3. Confirm your entries with Enter. 4. Choose Execute (F8). 5. The order number will be displayed in the next screen Description User Action and Values 161 from the previous screen create maintenance plan Comment

1. Copy the Service order number from this screen. 2. On the Create FM Service Order: Central header screen make the following entries: 3. Choose Back twice to return to the SAP Easy Access menu.

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3.4.Changing the Service Order
Use
In this activity, the Service Order is released, as the scheduled tasks are going to perform physically.

Procedure
1. Access the transaction using one of the following navigation options: SAP Menu Transaction code Logistics Customer Service Order Change IW32 Service Processing Service

2. On the Change Order: Initial Screen Enter the number of the service order copied from IP24 and confirm your entry with Enter. 3. On the Tab Page Components enter the following details. Field Name Component Description Required material for the task (use Zess or Zcon type material) Give the required qty User Action and Values 9XXXXXXX Comment Take input Help F4 (This filed is available in the Tab Page Where)

Required Qty Batch

1 SP_REP

4. To release the Service Order choose Release (Ctrl + F1) 5. On the Sales Organization data screen enter the following details. Field Name Sales Org Distr. Channel Division Description User Action and Values 1000 10 10 Comment

6. System prompts a message Static credit check: credit limit exceeded 58.264,80 INR. 7. Choose Ok or enter 8. System message: Order 5XXXXXX will be released after update. 9. Choose Ok or enter

10. Save the Service Order by choosing Save (ctrl. + S). 11. System Message: Order saved with number 5XXXXXX. 12. Choose Back twice to return to the SAP Easy Access menu.

Result
The Service Order has now been released.

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3.5.Create a PM Order Confirmation
Use
In this activity, the technician responsible reports back the time used for processing the service.

Procedure
1. Access the transaction using one of the following navigation options: SAP Menu Transaction code Logistics Customer Service Service Processing Confirmation Entry Individual Confirmation (Time) IW41

2. Enter the number of the service order and confirm your entry with Enter. 3. Now you can enter the time that was spend for this operation. In the Create PM Order Confirmation: Actual Data screen enter the actual time worked in the field Actual work e.g. 5. 4. Choose the tick box: Final Confirmation 5. To save the confirmation, choose 6. Choose Save (ctrl. + S). Back to return to the SAP Easy Access menu.

Result
The system status of the service order been updated with the actual work made for this order.

3.6.Material Issuing
Use
In this activity, issue the material to the order for usage to complete the service physically.

Procedure
.1 Access the transaction using one of the following navigation options:
SAP Menu Transaction code Field Name Gods Issue Order Order Number Description Logistics Materials Management Inventory Management -> Goods Movement -> Goods Movement MIGO User Action and Values Goods Issue Order 5XXXXXXX from change order the previous screen Comment Take input Help F4 Take input Help F4

.2 Enter the following details in Goods Issue Order – Plant Maintenance Screen

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.3 Confirm your entries by pressing Enter. .4 The screen will change to Goods Issue Order5xxxxxxx – Plant Maintenance and also displays the material of the order .5 Enter the following details
Field Name No. Containers Description User Action and Values 1 Comment This filed is available in the Tab Page Quantity Also verify the quantity actually issued. Take input Help F4 (This filed is available in the Tab Page Where) the previous screen

Storage Location

Engineering

1050

Order Number Item OK

5XXXXXXX from change order Check the box

.6 Check your entries by pressing Enter. .7 Click on button on the top of the screen to verify the entries and massages. .8 System prompts a message Document is O. K. .9 Then click on button to post the Goods Issue .10 System prompts a message Material Document 4XXXXXXXX posted.

Result
The materials have been issued to the order to carry out the necessary work.

3.7.Closing the Service Order – Technical complete
Use
In this activity, the service order status is set to “technically complete”.

Procedure
1. Access the transaction using one of the following navigation options: Logistics Customer Service Service Processing SAP Menu Service Order Change IW32 Transaction code 2. Enter the service order number and choose Enter. 3. On the Change service order 5XXXXXXX: Central Header screen choose Complete (technically) (Ctrl+F12) to continue. 4. A screen window appears where additional information regarding the completion can be updated, to continue choose Enter. Order

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5. Choose

Back to return to the SAP Easy Access menu.

3.8 Settling the Service Order
Use
In this activity, the actual costs of the service order are settled to CO/PA.

Procedure
1. Access the transaction using one of the following navigation options: Logistics Customer Service Service Processing SAP Menu Completion Order Settlement Settle Individually KO88 Transaction code 2. A screen might appear where you have to enter the controlling area. In the Controlling area field, enter 1000 and confirm your entry with enter. This will not appear if you have the controlling area as a default for your user. 3. On the Actual Settlement: Order screen, make the following entries: Field Name Order Settlement period Fiscal year Processing type Processing options Test run First run with test run, afterwards without Execute. Back (F3) to return to the initial screen Description 5XXXXXXX User Action and Values Enter the service order number Current period, for example: 006 for June Current fiscal year, for example 2007 Automatic This is the default option. Comment

4. Choose

5. The proposed settlement is now displayed; choose for Actual Settlement: order.

6. In the processing options, remove the Test run indicator. 7. Choose Execute again.
The settlement log is displayed. Check the data and choose Access menu. Back to return to the SAP Easy

3.9 Deadline monitoring of the scheduled plans
Use
In this activity, the works manager of the service provider monitors the scheduled plans.

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Services w/o SLA, with plan and w/o billing to customer BPP

Procedure
.1 Access the transaction using one of the following navigation options
SAP Menu Transaction code Logistics plant Maintenance Scheduling for Maintenance Plans IP30 Preventive Maintenance Deadline Monitoring

.2 On the Deadline Monitoring for Maintenance Plans (batch Input IP10) screen enter the following details:
Field Name Maintenance Plan Description From the previous screen create maintenance plan
As given maintenance Scheduling parameters in plan

User Action and Values 161

Comment Take help of input data F4

Interval for Call Objects

365 Day

.3 Execute or F8. .4 System Message Scheduling called for all maintenance plans selected. .5 Select Back or F3 twice to return to the SAP Easy Access screen.

Result
All the scheduled orders are generated for the period mentioned in the maintenance plan.

3.10.Viewing the Auto generated Service Orders and maintenance plan Planned Vs. Actual Report.
Use
To ensure that the calls are attended and to capture the labor and material consumed a Service Order is required. For each maintenance plan, Service Orders will be automatically generated by the system for the no. of schedules, as soon as the maintenance plan is scheduled, i.e., IP10. Service Provider works Manager views this report for the calls due in the current month and opens the Service order. This report also helps to view the status of the Scheduled calls, i.e., planned vs. actual.

Procedure
1. Access the transaction using one of the following navigation options: SAP Menu Transaction code Logistics Plant Maintenance Preventive maintenance Maintenance Planning Scheduling for Maintenance Plans Scheduling overview List Display. IP24

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2. On the screen Scheduling overview list form: Selection Criteria enter the following details. Field Name Maintenance Plan 3. Confirm your entries with Enter. 4. Choose Execute (F8). 5. all the order numbers displayed in the next screen. 4. Choose Layouts or (Crtl + F8). or ctrl+S. Description User Action and Values 161 from the previous screen create maintenance plan Comment

5. Select Completion Date and save

6. Give a name for the layout and choose ok or Enter. 7. System message Layout Saved. 8. System displays a new column Completion like

9. Choose

Back twice to return to the SAP Easy Access menu.

Result
Allt he orders are displayed in this report and we can use the same order numbers to process further Scheduled Calls.

3.11 Closing the Service Order - Business View
Use
The service order is closed in this step.

Procedure
1. Access the transaction using one of the following navigation options: Logistics Customer Service Service Processing SAP Menu Service Order Change IW32 Transaction code 2. Enter the service order number and choose Enter. 3. From the menu, choose Order Functions Complete Order

Complete business. Or click on

available on the top of the screen. The service order now has the system status CLSD and you cannot assign any more costs or revenues to it. 4. Choose Back to return to the SAP Easy Access menu.

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