!

9
Parts Cash Sales (5.0) Scenario

"

$ %

The Parts Sales over Cash desk employs a combination of activities which
combines an end to end process of two involved parties (Cash desk clerk and
Spare part clerk) which can easily be separated depending on the actual set
up found in the operations. It essentially combines cash desk activities
alongside a parts sales process to show the full scope of functionality
available along the process chain and the level of integration present without
down-payments. Furthermore as of DBM6.0 reposting of previously cancelled
as well as failed postings is possible. This scenario assumes availability of
required parts.
Steps:
-Open cash desk session and start parts sales from cash desk
-Enter customer and parts data to complete Parts Sale order
-Invoice Parts Sale and return to Cash desk
-In case of erroneous payment cancel the document or repost with new
payment details.
-In case of generic posting errors as of DBM6.0 Cash desk allows to repost as
well
-Close activity after receiving the payment

SAP
Presentation,
Speaker
Name / 33
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0

"
Customer

#
Service Advisor
(Dealer)

$ %
Technician/Parts
Employee (Dealer)

Cashier/Spare part
Clerk (Dealer)
Open Cash desk
session

Specifies Part
demand
Open Parts order
from Cash desk
Identify part in part
catalog
Check availability
and verify price
Retrieve parts from
stock
Post goods issue
and invoice
Print invoice

Description
Clerk open cash desk session as a starting
point. For simplification reasons Spare
part and Cash desk clerk are represented
in one resource
Open Parts order and specify customer
(One time custoemr CPD or permanent
customer from database)
Match customer requirements with parts
on stock
Check availability and price
Retrieve part from stock

Post goods issue and invoice

Print invoice

Payment

Receives part and

receipt

Receives Payment
and closes sales
cycle
Reposting
document if
required

Closes Cash desk

session
SAP
Presentation,
Speaker
Name / 44
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0

Receive customer payment via cash, credit

card or check
In case of payment error cancellation of
such is already available as of DBM5.0. As
of DBM6.0 reposting is possible
At the end of the day close cash desk
session and balance the day#s cash
against the cash journal

"

General Master data used: Customer (CPD or permanent), any

material with stock

Scenario specific master data:

-

CPD (Conto Pro Diverse (One time customer)

Any material with stock

Pricing details

Scenario specific customizing:

-

Generic DBM customizing employing:

Enterprise Structure
Order

Assign Divisions to OEMs

Order Type 1000

Assign Supersession chain to spare part (optional)

Cash Desk
Defined Cash desk workcenter with org unit, cash sales
assignment and payment types
Reposting after cancellation as well as reposting after posting failure is
availabe as of DBM6.0 without further settings

SAP
Presentation,
Speaker
Name / 55
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0

!
10
Returns Scenario

&

The Returns process may continue from the previous parts sales
and comprises creation of a return DBM order with reference
to previous DBM order. A customer may return a part not
needed. Dealer clerk opens return order copied from previous
reference order and finally issues a credit note.
Steps:
-Create return order copied from previous order
-Perform price adjustments to cover return fees
-Posts goods receipt
-Issues credit note to customer

SAP
Presentation,
Speaker
Name / 77
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0

&
Customer

%
Service Advisor
(Dealer)

Technician/Parts
Employee (Dealer)

Cashier/Spare part
Clerk (Dealer)

Customer wishes
to return part

Customer proceeds to parts desk to return

a part previously purchased at the same
dealership
Verifies condition of parts (packaging,
customer order part or standard part)

Check Parts
condition
Open return order
copied from
reference

Opens return order with copy reference to

previous order

Performs price adjustement to incorporate

any returns fees or handling charges
Posts goods receipt

Price adjustment
Post Goods
receipt

Creates credit note

Return Parts to
stock

Returns part to stock (manual step out

side the system)

Invoice the return

Customer to
proceed to Cash
desk

Customer proceeds to Cash desk

Process outgoing
payment

SAP
Presentation,
Speaker
Name / 88
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0

Description

Transaction is completed by cash desk

clerk by refunding the customer minus
handling charge

&
-

General Master data used: Customer (CPD or permanent), any

material with stock

Scenario specific master data:

-

CPD (Conto Pro Diverse (One time customer)

Any material with stock

Pricing details

Scenario specific customizing:

-

Generic DBM customizing employing:

Enterprise Structure
Order

Assign Divisions to OEMs

Order Type 1101 Parts Return

Cash Desk
Defined Cash desk workcenter with org unit, cash sales
assignment and payment types

SAP
Presentation,
Speaker
Name / 99
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0

!
11
Fast Order Entry

&&

'

Fast order entry describes the retrofit of the Editable ALV . With
this functionality service advisors shall be able to create
service order in a faster way than is possible with the standard
DBM 5.00 screen for item handling. The current way of
entering items is not suitable to enter large amounts of items,
because only one item can be added to the order at once.
Service advisors usually know parts or labour values by object
key and are therefore not dependant on search helps; parts or
labour value items are added to the order directly via entering
the object key. The Editable ALV or fast entry screen will be
usable for service and parts orders.
Steps:
-Open any service or parts order
-Go to Fast entry Tab
-Choose single line or multiple line entry (5 lines)

SAP
Presentation,
Speaker
Name / 11
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
11

&&
Customer

'
Service Advisor
(Dealer)

(
Technician/Parts
Employee (Dealer)

%
Cashier/Spare part
Clerk (Dealer)

Description
Customer arrives to request complex car
servicing or orders multiple parts

Customer car
requires service
Opens Service
order
Goes to Fast entry
Tab
Performs FOE
Proceed just like in
DBM 5.0

Service or parts advisor decides due to

quantity to opt for Fast order entry
Calling the fast order Tab for the first time,
the ALV is empty (no rows available)
Adding single rows (items) with chosen
item category -> additional button in the
toolbar
Adding multiple rows (number of rows can
be changed via BADI implementation).
Pressing this button adds in standard 5
lines to the ALV grid with the chosen item
category.
The standard DBM F4 help for parts and
labor values is available for the object key
of the items. Also search help for price
material is available.
Items can be deleted via Delete Button.
Items can be assigned to jobs.
Maintenance of long text for text items.
After finalizing entries user may proceed
by changing to Tabs Item or Parts. All
previously entered values are visible as if
being entered via standard process

SAP
Presentation,
Speaker
Name / 12
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
12

&&

'

General Master data used: None

Scenario specific master data:

-

None

Scenario specific customizing:

For DBM5.0 at least DBMC100 SAPK-10001INDBMC: Add-On

Installation needs to be applied
-

None as being part of DBM 6.0

-

Furthermore:
New Screen 2400 in function group /DBM/ORDER_UI, which holds the
ALV Grid itself.
This screen is assigned to the order subscreen ITEM_EDIT_ALV_LIST
via customizing (path LE -> DBM -> Order -> Interface Control ->
Subscreen)
Subscreen is placed on Tab page according to assignment to group
frame on Tab page via IMG path LE -> DBM -> Order -> Interface Control
-> Layout

SAP
Presentation,
Speaker
Name / 13
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
13

!
12
Stock Inquiry

&

)*+

The organizational hierarchy of a dealership can have multiple locations (plants).

In the standard DBM5.0 the stock level for parts are displayed from the current
plant (header) only. It is however imperative to have a cross-plant stock
overview. With DBM 6.0 this feature is accessible directly from the DBM-order.
The service advisor can now identify the stock situation of a spare part over
multiple plants and decide from which plant to source or as a result place a
purchase requisition for the missing item. In addition this new functionality
allows to check for stock through access of external systems e.g. from a PDC
(parts distribution center). As a result this feature of a stock inquiry applies to
both cross-plant and cross system stock inquiry.
Steps:
-User may check Warehouse stock from item or parts tab
-Per drop down choose between

in current plant
Nearby plant (with/without selection screen of MMBE)
All plants (with/without selection screen of MMBE)
External system

-Choose single line or multiple line entry (5 lines)

SAP
Presentation,
Speaker
Name / 15
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
15

&
Customer

)*+

Service Advisor
(Dealer)

%
Technician/Parts
Employee (Dealer)

Cashier/Spare part
Clerk (Dealer)

Description
Customer requires a part which is not
available and requires extended
availability check

Customer car
requires service
Opens Service
order
Goes to Item or
Parts Tab
Display stock
Choose stock
Proceed with order
processing

SAP
Presentation,
Speaker
Name / 16
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
16

Service or Parts advisor executes a stock

inquiry from the DBM order by pushing a
Drop-down button display warehouse
stock.
The resulting Drop-down selection allows
to choose between different inquiries
(local plant, nearby plant, all plants and
external systems). After selecting the
option the user will receive the result. With
the return button, the user returns to the
DBM-order and can continue business.

&

)*+

General Master data used: None

Scenario specific master data:

-

None

Scenario specific customizing:

-

None as being part of DBM 6.0

-

Furthermore:
/DBM/P_SC_PLANT Allows to build up search keys to represent e.g.
different distances
/DBM/P_RPLANTS New DBM 6.0 customizing table with maintenance
view, to set up a relation between the local plant and the nearby plant
(table content: client, local plant, nearby plant).
/DBM/PART/DBM/P_SKIP_SEL User-Parameter New DBM 6.0 Possibility
to set up the user-parameter with value X to suppress selection screen
of MMBE.

SAP
Presentation,
Speaker
Name / 17
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
17

!
13
Order cancellation

&,

'

$$

At occasions it might be required to cancel certain steps of the DBM process.

Possible reasons could be: Wrong master data, failure to post due tomissing
customizing, input errors.
Some steps of cancellation in the DBM process are already available in DBM5.0 such as:
Goods issue cancellation (OE-Action: GDSMVT_CANCEL),
Labor value cancellation (OE-Action: CBOOK_WORK_BACK),
Claim cancellation (OE-Action: CLAIM_CANCEL),
Split deletion (OE-Action: SPLHDR_DELETE),
Job deletion (OE-Action: JOB_TCONF_RESET),
Item deletion (OE-Action: ITEM_DELETE),
Release cancellation (OE-Action: RELEASE_CANCEL / see also note 936866).

Invoice cancellation step as of DBM6.0 will comprise and allow:

Reposting from internal order
Reuse of Internal order groups
Deletion flag for Internal order for bill-to party (Exception: collective internal order).
Deletion of related Invoice, accounting and controlling documents
Related SD sales order will get a reason for rejection
Update of Document flow
Update of vehicle status

During cancellation ALL related invoices to one DBM order are being cancelled
The Cancellation button will be visible after Invoicing

SAP
Presentation,
Speaker
Name / 19
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
19

&,

'

$$

Following Limitations will apply though:

Collective billing documents are out of scope. Deletion of an invoice which is part
of several DBM orders
Cross-company code postings for vehicles (stock transfer) are out of scope. A
cancellation functionality is not integrated, but it is possible to post a vehicle
back to the original stock
A check in warranty action will determine if DBM Order cancellation is allowed
Cancellation of DBM Order after period close will not be possible

SAP
Presentation,
Speaker
Name / 20
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
20

&,
Customer

'

$$
Service Advisor
(Dealer)

%
Technician/Parts
Employee (Dealer)

Cashier/Spare part
Clerk (Dealer)

Description
Customer places a service order

Customer car
requires service

DBM order created

Create DBM Order

Release DBM
order
Post Goods Issue
Confirm DBM
Order
Confirm
completion
Invoice DBM order

Cancel DBM order

SAP
Presentation,
Speaker
Name / 21
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
21

Post material consumption on internal

order
Post labor values with activity allocation
on internal order
Internal order (1st level) gets system
status technically complete
Create SD sales orders, invoices,
accounting documents, controlling
documents, internal orders for bill-to
parties, internal order groups, settlement
rules for CO-PA. Repost costs and
revenues from internal order on first to
second level
After Invoicing the Cancellation button will
appear
Rollback to step Confirm Completion

&,

'

$$

General Master data used: None

Scenario specific master data:

-

None

Scenario specific customizing:

-

None as being part of DBM 6.0

SAP
Presentation,
Speaker
Name / 22
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
22

!
14
Collective Invoicing

&- # $$

The functionality of Collective Invoicing for DBM Orders is a functionality required especially
for the professional customers of a dealership. The functionality comprises sending a
collective invoice at regular intervals, collecting all the open un-invoiced orders for one
customer.
Core functionality provides a report that allows selection of relevant orders to create a
collective invoice for the related bill to party.
The scope would also extend to incorporation of master data for this functionality and
adaptation of existing order related functions to handle this development appropriately.
Steps:
-Identify customer or DBM order (split header level) by flag RCI (Relevant for Collective
Invoicing) At the same time this indication will prevent direct invoicing from the DBM
order itself.
-Run collective invoicing report to chose above flagged DBM orders TA
/DBM/COOL_BILLING
-Per drop down choose between
-Standard collective run V.21 will record all messages during processing

SAP
Presentation,
Speaker
Name / 24
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
24

&- # $$
Customer

Service Advisor
(Dealer)

.
Technician/Parts
Employee (Dealer)

%
Cashier/Spare part
Clerk (Dealer)

Description
Customer places a service order

Customer car
requires service

DBM order created

Create DBM Order

Release DBM
order
Post Goods Issue
Confirm DBM
Order
Confirm
completion
Invoice DBM order

Collective
Invoicing

SAP
Presentation,
Speaker
Name / 25
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
25

Post material consumption on internal

order
Post labor values with activity allocation
on internal order
Internal order (1st level) gets system
status technically complete
Create SD sales orders, invoices,
accounting documents, controlling
documents, internal orders for bill-to
parties, internal order groups, settlement
rules for CO-PA. Repost costs and
revenues from internal order on first to
second level
Start collective Invoicing report online or
in batch.
Following selection criteria will be
available: DBM Order, Order type,
Customer, Sales Area
The result of execution will be an ALV List
of DBM orders grouped in the sequence of
Customer, Split Number, Job Number and
other relevant details.
The user can select a set of entries from
the ALV and execute the collective invoice
functionality

&- # $$

General Master data used: None

Scenario specific master data:

The RCI (Relevant for Collective Invoicing) flag is to be set on customer master
level
01 only Service order
02 only Parts order
AA Common
This RCI can be maintained for a combination of Engine Code (Service Order,
Parts Order etc) in the customer master (KNVV) to allow flexibility to
determine on DBM order type level.
Maintain RCI indicator on DBM order Split or Order header

Scenario specific customizing:

1.

Define Relevant for collective billing indicator (RCI-Indicator) Table

/DBM/RCI_IND on engine code level

2.

Assign engine code to RCI indicator: Table /DBM/RCI_IND_EC

SAP
Presentation,
Speaker
Name / 26
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
26

!
2
Time Recording

' .%

The Time Recording process offers a support in performing all human

resources processes involving the recording, and valuation of
internal employees work performed and absence times. It provides
other SAP applications with planning data and delivers information to
a lot of business processes integrated in the DBM solution, e.g.
Human resources management, Cross Application Time Sheet (CATS),
Controlling, DBM order processing and analytics.
Steps:
-

Create time stamps for starting and finishing a work day

Create time stamps for starting and finishing work on a released service order
of today

Monitor service order status

Create time stamps for unproductive activities like break and cleaning

Approve unproductive time stamps

Check profitability time recording view within a service order

monitor and correct time stamps with error messages

Monitor and complete days of service technicians without day finished

event

SAP
Presentation,
Speaker
Name / 28
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
28

/
Customer

' .%
0 ! &
Service Advisor
(Dealer)

Workshop Planner

Technician
(Dealer)

The Service Manager creates DBM orders

based on customers requests.

Create DBM
Orders

He specifies the jobs required including

all labors to perform and parts to
exchange.

Enters Service
Items (Jobs, labors,
parts)

The service advisor releases the service

orders of today according to the MRS
scheduling.

Release DBM
orders
Starts the day

Creates time stamp

for service order

Selects according
DBM order

Performs labor

Monitors service
order status
SAP
Presentation,
Speaker
Name / 29
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
29

Description

The technician logs on the workshop

terminal he is assigned to and starts his
working day.
The technician wants to start the work on
a service order he is assigned to . He
creates a time stamp with the predefined
time event service order.
The system lists all released service
orders of today. He selects the according
order. He save the time stamp.
Technician performs labor items
predefined within the selected service
order
The system updates the service order
status the technician started working on.
The workshop planner monitors the
service order status.

/
Customer

' .%
0 ! &
Service Advisor
(Dealer)

Monitors service
order status
Analyses service
order profitability

He compares the
planned labor
values with the
actual labor values
confirmed

Checks the time

stamps of all
service technicians
SAP
Presentation,
Speaker
Name / 30
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
30

Workshop Planner

Technician
(Dealer)

Description

Creates time stamp

break

Technician goes for lunch. He creates a

time stamp break and the system
proposes the cost center he is assigned to
(HR master data). The technician is not
able to change the proposed cost center.

Creates time stamp

for service order

The technician continues working on the

service order. He creates a time stamp
with time event service order and enters
the service order manually.

Creates time stamp

for finishing service
order

The technician finishes the service order.

He also defines that the service order is
complete.
The service advisor monitors the service
order status of today. He wants to check
the service order with status complete.
He navigates into the service order. He
analyses the service order profitability by
using the time recording view within the
service order and checks the planned
revenue against the actual costs of the
service order.
He compares planned labor values with
the time confirmed based on the time
recordings.
The service advisor checks also all time
stamps created for the service order
sorted by each technician.

/
Customer

' .%
0 !
Service Advisor
(Dealer)

Workshop Planner

Technician
(Dealer)

Description

Creates time stamp

for tool cleaning

The technician has to clean the workshop

tools before he can finish his day.
Therefore he creates a time stamp for
cleaning tools. The system proposes the
according internal order for cost
allocating. The system creates the
according CATS entry. The tool cleaning
event is activated for CATS approval
processes.
Therefore the service advisor gets a
system workflow based on CATS settings.

Gets workflow
Approves
unproductive time
stamp

The service advisor checks the CATS

entry and approves.

Finishes his work

day

Checks all time

stamps of the day

Corrects time
stamps with error
messages
SAP
Presentation,
Speaker
Name / 31
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
31

The technician finishes his working day.

He selects the time event day finished.

The service advisor checks all time

stamps created for today. He calls the
transaction for time stamp correction. The
system lists all time stamp sorted by error
level.
The service advisor selects a time stamp
with error message, reads the according
error messages and navigates to the time
stamp (CATS entry). The system
highlights the field which causes to the
error and corrects the error.

/
Customer

' .%
0 !
Service Advisor
(Dealer)
List all technicians
without day finished
event

Creates time
finished event for all
listed service
technicians

SAP
Presentation,
Speaker
Name / 32
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
32

Workshop Planner

Technician
(Dealer)

Description
To monitor all service technicians the
service advisor alls the list of service
technicians who did not create the day
finished time event.

He creates the according events for each

listed service technician.

$!

' .

DBM
Order
Internal
Order
Item 10
Parts
Item 20
Service

Split 1

Billing

Split 2

Billing

Time Stamp??

SAP
Presentation,
Speaker
Name / 33
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
33

- General Master data used: human resource master data

- Scenario specific master data:
-

Customizing for the according time events, default cost settelments,

CATS approval process, terminal assignment

Profitability including the comparison of the planned versus actual labor

times and the complete view of planned costs versus actual costs
including all service parts used

SAP
Presentation,
Speaker
Name / 34
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
34

8:00

12:00 13:00

Time Event:
Start the day

Time Events:
Time Events:
start doctor visit finish doctor visit

12:00

8:15
Time Events:
start work
on DBM order A

Time Events:
finish work
on DBM order A

13:05
Time Events:
start work
on DBM order B

Service Advisor monitors Time Stamps

SAP
Presentation,
Speaker
Name / 35
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
35

!
17:00

Time Event:
Finish the day

16:55
Time Events:
finish work
on DBM order B

'

Creates time stamp for

service order

Performs labor

Creates time stamp

break

Starts a day

4
Creates new time stamp
for service order

1
Analyses service
order profitability

5
finishes work on
order

10

Finishes his work

day

Approves
Creates time stamp
unproductive time for tool cleaning
stamp

7
SAP
Presentation,
Speaker
Name / 36
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
36

.
SD

MRS
CDP
Solution

DBM Order
- Planned labor values
- Status
- Document flow

Reporting
SAP
Presentation,
Speaker
Name / 37
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
37

Payroll
Accounting

HR
Time
Recording

General Settings
- shift
- break times
- general working times
Resource Data
- vacation
- illness
- Cost center
- activity type and rate
- Terminal

CATS

CO

!
4
Customer Management

-#

The DBM Customer Management scenario enables dealers to get a

quick overview about all related information of the customer, e.g.
customer importance (revenue driven), credit information, sales and
service history and last customer interactions. The sales assistant is
able to create customer complaints and to trigger sales or service
activities. In addition within a complaint tasks for service advisors can
be created.

Steps:
-

Identify customer and vehicle

Check customer fact sheet and sales & service history

Create complaint

Create task for service assistant

Receive task and check complaint

Call customer and clarify complaint

Complete complaint

SAP
Presentation,
Speaker
Name / 39
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
39

-#
/
Customer

.
! &

Sales Assistant
(Dealer)

Service Advisor
(Dealer)

Description
Customer calls and complaints about
service invoice.

Customer calls

Identifies customer

The sales assistant searches for the

customer ID via first / last name and
address.

Searches for right

vehicle

The system lists the vehicle(s) assigned to

the customer. The sales assistant can also
search for the customer and vehicle using
the license plate number of the vehicle.

Calls customer fact

sheet

To get more information about the

customer and the last interactions the
sales assistant calls the customer fact
sheet. He pushes fact sheet button within
the DBM order transaction.

Checks customer
importance based
on marketing
attributes and
revenue

Checks last
customer
interactions

SAP
Presentation,
Speaker
Name / 40
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
40

The system displays the fact sheet

covering the most important customer
information e.g.: basic data, contacts, list
of vehicles, partners, marketing attributes,
customer classification, credit information
and last interactions. This information can
be displayed differently depending on the
assigned role profile.
To identify the service order the customer
is complaining about the service advisor
checks the list of last interactions (last
service orders, last part sales orders, last
invoices, last complaints,

-#
/
Customer

.
! &

Sales Assistant
(Dealer)
Selects last service
order

Service Advisor
(Dealer)

Description
To get a more detailed overview of a
specific service order the sales assistant
uses the hyperlink within the fact sheet to
navigate to the service order details.

Checks service
items (labors and
parts)

He checks the service order details.

Checks document
flow for all related
follow up
documents

He navigates to the document flow of the

service order and selects the according
invoice.

Checks the related

invoice

He selects the according invoice and

navigates to the invoice details.

Navigates back to
the service order
document flow

The sales assistant is not able to validate

the customer complaint. He navigates
back to the service order document flow
tab.

Creates customer
complaint

He creates a complaint by using the

complaint button.

Enters complaint
and adds complaint
description and
complaint reason
SAP
Presentation,
Speaker
Name / 41
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
41

The system displays a pop up where the

sales assistant enters the complaint
description . The system creates a
complaint and links the created document
to the selected splitt. The system updates
the document flow with the new created
complaint.

-#
/
Customer

.
0

Sales Assistant
(Dealer)

Service Advisor
(Dealer)

Description

Updates complaint
and adds new task
for service advisor
to review invoice

The sales assistant updates the complaint

and adds a task for the service advisor (to
verify the invoice). He defines to solve the
task until end of the day (task from type
internal note).

He saves the service

order

The sales assistant save the service order.

Checks his workload

of not completed
tasks assigned to
him

The service advisor checks his workload

by calling the task monitoring transaction.
He uses his transaction variant for listing
all tasks assigned to him with status not
completed and end date for today.

Selects task which

have to be solved
until end of the day

He selects the task of the complaint which

have to be solved until end of the day.

Navigates to the
task / complaint and
checks description
Selects first
automatically
created task with the
order number

Pushes button detail,

system navigates to
the order details
SAP
Presentation,
Speaker
Name / 42
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
42

The service advisor reads his task within

the related complaint.

He checks the first automatically created

task, which contains the referenced
service order number / splitt number.

Using the detail button the system

navigates him to the service order.

-#
/
Customer

.
0

Sales Assistant
(Dealer)

Service Advisor
(Dealer)

Description

Checks service
order

He checks the service order items and the

corresponding invoice items.

Navigates to
documents flow

He calls the document flow of the service

order.

Selects invoice and

checks the invoice
details

Selects the according customer invoice

and checks the invoice details.

Updates task and

complaint status

The invoice is correct. He enters his

findings into the task and complete the
task. The service advisor navigates back
to notification and updates the task
assigned to him. (Status and comment)

Creates a task for

the sales assistant

SAP
Presentation,
Speaker
Name / 43
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
43

In order to inform the sales assistant

about his results the service advisor
creates a new task for the sales assistant.

-#
/
Customer

.
0

Sales Assistant
(Dealer)
Checks his workload
of not completed
tasks assigned to
him

Selects task which

have to be solved
until end of the day
Navigates to the
complaint history
and reads all
comments

Calls customer and

clarifies complaint

Service Advisor
(Dealer)

Description
The sales assistant checks his workload y
calling the task monitoring transaction. He
uses his transaction variant for listing all
tasks assigned to him and not completed.

He selects the task of the complaint which

have to be solved until end of the day.
He navigates to the complaint details and
calls the complaint history which contains
the comments of the service advisor
within a synchronous order.
He calls the customer and clarifies the
open questions concerning the invoice.
Therefore he uses the action box to
document to log customer telephone call,
The system provides a pop up including
all open task. The sales assistant selects
his tasks and documents the telephone
call and sets the status flag on closed.
The sales assistant answers all questions
of the customer and the customer accepts
the invoice without changes.

Customer accepts
invoice

Updates task and

complaint status
SAP
Presentation,
Speaker
Name / 44
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
44

The sales assistant updates the task and

enters the customer call and outcome of
the call and changes the status of the
complaint to completed.

- General Master data used: customer master, vehicle master

- Scenario specific master data:
-

Service order including the related invoice

KPIs: customers revenue and profitability

Notification (complaint)

SAP
Presentation,
Speaker
Name / 45
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
45

$!

DBM
Order
Internal
Order
Item 10
Parts
Item 20
Service

Split 1

Billing

Complaint

Split 2

SAP
Presentation,
Speaker
Name / 46
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
46

Billing

/#

Customer calls and

complains about service
invoice

Identifies customer
and vehicle

Checks customer fact sheet

including sales&service
history and related invoice
Creates complaint

2
3

4
Creates task for service
assistant to verify invoice

Updates task and

complaint status

Calls customer and

clarifies invoice
items

8
SAP
Presentation,
Speaker
Name / 47
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
47

Checks invoice and

service order details

Receives workflow

6
7

!
1
Appointment scheduling

&

' $ .%

The DBM Appointment Scheduling process allows the service advisor

at the dealership to recommend a date for vehicle service that fits to
the capacity of the repair workshop. A capacity check based on team,
service advisor and replacement vehicle can be carried out.
Steps:
- Customer asks for appointment
- Service advisor identifies customer and vehicle information
- Service order with jobs is created
- Simulation of capacity (team, advisor, vehicle) is done
- Planned start and completion date is determined and communicated
to the customer
- Jobs are assigned to team, advisor and replacement vehicle are
blocked

SAP
Presentation,
Speaker
Name / 49
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
49

&
/
Customer
Contacts dealer for
vehicle inspection

' $ .%
0

! &2

Service Advisor
(Dealer)

Identify customer &

vehicle
Rough capacity
check
Create CDP
customer and lean
vehicle

Workshop Planner
(Dealer)

3
Technician
(Dealer)

Description
Customer contacts dealer (phone, walk-in,
eMail) to arrange an appointment for
20TKM vehicle inspection. He also needs a
replacement vehicle.
The service advisor identifies the
customer and the vehicle (/DBM/ORDER).
Service advisor does rough capacity
check (/DBM/ORDER).
If the customer is new a new customer and
(optionally) vehicle is created.

Create Service Order

Create new service order (/DBM/ORDER)
Communicate
VA31
requested date

Communicate
requested work

Enter requested
start/completion
date

Service advisor enters dates into the

date sub screen in the appointment tab
of the new service order.

Enter jobs

Service advisor enters jobs (1st job based

on standard estimation from 20TKM work
and 2nd job as manual job noise in
steering wheel) into job sub screen of
app. tab.

Check available
dates
Select customer
advisor &
replacement vehicle
Customer notes
down the date

Customer advisor and replacement car are

selected (appointment tab).

Save the service

order

Continue
Scenario
SAP
Presentation,
Speaker
Name / 50
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
50

Available dates are simulated,

communicated and one is selected in
workshop overview sub screen.

Service order is saved and the date (start,

planned completion is communicated)

- General Master data used: Customer, Vehicle

- Specific Master data:
-

DBM:
-

Estimation based labour value catalogue

- Express Service 1h Team 01
- 10 TKM Inspection 2h Team 02
- 20 TKM Inspection 4h Team 02

Organizational Data, Resources, Shift (MRS):

-

Express Team (01), Mechanical Shop (02), Paint Shop, Body Shop, Service Advisor,
Replacement Car (note: teams are organizational units [ppome], employees are
assigned to positions and the positions to organizational units; work centres are
not necessary)
Human Resources: 2 - 4 Technicians in each team (David Miller, Wilhelm Becker,
Xaver, Huber, Manfred Schneider, ). Use Mini-HR and not Business Partners to be
consistent with Time Management process
Service Advisors
- Toni Miller, Joe Smile (assigned to Service Advisor team)

Replacement Cars

- Racer R2, Racer R4, Racer R6 (assigned to REplacement Car team)

(note: an equipment needs to be created, linked to a material, linked to a work centre)

Shifts: Create two time specifications (8-17 and 9-18) and use both for different
resources

SAP
Presentation,
Speaker
Name / 51
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
51

$!

' $ .

DBM
Order
Internal
Order

Note: During Appointmentscheduling basically only jobs are created

inside the order. Jobs are not visible on the doc flow, therefore the doc flow
Looks quite lean.

SAP
Presentation,
Speaker
Name / 52
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
52

4 *
- Workshop utilization (Team, replacement cars)
- (Timeliness of appointments based on initial customer wish)

SAP
Presentation,
Speaker
Name / 53
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
53

Workshop Planner
(Dealer)

'

.3
Technician
(Dealer)

Description

A
N

Service Advisor
(Dealer)

IO
PT

Customer

' $ .%

&
/

L!

Within Business View 1 a rough

schedulind (on team level) was done. In
this optional business view 2 a detailed
scheduling and monitoring (primarily
within MRS) could be done.

The workshop planner assigns a job to a

technician.
He is supported through alerts (e.g.
conflict with promised delivery date)

Assign Job to
Technician

Repairs vehicle
Records Time Data

Monitoring
Re-scheduling

SAP
Presentation,
Speaker
Name / 54
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
54

The technician repairs the vehicle. Status

of job changes.
Technician records time (start, pause,
end)
The workshop planner monitors the work
in progress and does necessary rescheduling. For monitoring he makes
use of alerts and of the view that shows
actual versus planned working time per
job (MRS).

- Business View 2 Repair and Monitoring is considered to be

optional
- Reasons:
- Detailed scheduling is priority two for most dealers
- From standard perspective there are some process gaps (e.g. no
technician worklist, probably no time data integration between DBM
and MRS)

SAP
Presentation,
Speaker
Name / 55
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
55

$6

' $ .8

-Pre-requisite for this are:

- ERP 2005
- ECC 600
- DBM 6.0
- MRS 600 (Custom development)

- Open (to be checked)

- Does CDP and lean vehicle sub-process fit => OK

SAP
Presentation,
Speaker
Name / 56
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
56

!
8
Upgrade Vehicle Service (5.0) Scenario
+ Recall Handling

90

The DBM Vehicle Service process enables efficient service

order processing. From order creation, checking for open
recalls, over job management, splitting with warranty claim
creation to final billing.
Steps:
- Customer requests 20TKM service for vehicle
- Service order is created (might already exist from
appointment scheduling, see scenario 1)
- Package, additional work items and recall items are added
- Repair is carried out (goods-issue, confirmation)
- Split for goodwill and claim for recall are created
- Billing is done, payment received
- Follow-up on claim payment from OEM

SAP
Presentation,
Speaker
Name / 58
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
58

90
/
OEM / Importer

$
0

%
! &

Service Advisor
(Dealer)

Technician/Parts
Employee (Dealer)

Warranty Clerk
(Dealer)

Description
The data about a vehicle recall (technical
campaign, action) is send from the
OEM/Importer to the dealer via interface.

Provide Recall
Data

Recall data includes:

- Validity, Range of vehicle objects (VINs),
items (labour values, parts)

Update Recall Data

Package
Maintenance

SAP
Presentation,
Speaker
Name / 59
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
59

The recall data is typically entered into

DBM via an interface. Alternatively it can
be maintained manually.

The service advisor maintains vehicle

model specific packages for standard
services like a 20TKM Inspection.

90
/
Customer
Customer comes
for 20TKM service

%
0

Service Advisor
(Dealer)

Create/Update
Service Order
Check Credit Limit
Check Warranty
Check Recalls

Customer receives
info
Add recall items

Complains about
noise

Add 20TKM
Package

Adds operation
Detailing Jobs
from Appointment
Saves service
order
Signs work
confirmation

Print work
confirmation
Release order

SAP
Presentation,
Speaker
Name / 60
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
60

Technician/Parts
Employee (Dealer)

Warranty Clerk
(Dealer)

Description
The customer requests a 20TKM Service
for her vehicle. Customer and vehicle are
identified.
Service Order is created.
In case an appointment already exists the
existing appointment (service orde) is
opened
Credit limit of customer is checked.
Warranty of vehicle is checked.
Outstanding recalls are checked. One
recall is found and the customer is
informed that the respective tasks will be
done during the same service.
The service advisor selects the recall and
transfers the items to the service order.
The service advisor adds a 20TKM
Inspection Service via a package.
Customer is asked if there is anything
else. Customer says yes and complains
about a strange noise.
Service Advisor adds an operation to
check for noise issue to the service
order.
In case the order already existed from
appointment creation the jobs (e.g.
estimated ones) are detailed and updated.
SA, asks if there is anything else. No ->
Save, print of work confirmation.
Service order is released.

90
/
Customer

$
0

%
! ,

Service Advisor
(Dealer)

Technician/Parts
Employee (Dealer)

Warranty Clerk
(Dealer)

The service order is released.

Release order

The technician starts the repair

Service Order is created.

Vehicle repair
Confirmation &
Goods Issue

Confirmation of labour values and goods

issue for the items of the package and
recall are done.
The noise issue is researched and relevant
parts are added to the order.

Parts search

Parts availability check and supersession

is carried out.

Stock Overview
Parts Availability &
Supersession

The operations related to the noise issue

are confirmed and the goods issue for the
respective parts is carried out.

Confirmation &
Goods Issue

The service advisor does a testdrive and

confirms the order as technically
complete.

Does testdrive

A split is created for the noise issue (50%

to be covered by customer, 50% as good
will by dealer).
A claim is created for the recall.

Creates split
Create claim
Check claim data
Forward claim

Invoice is created
SAP
Presentation,
Speaker
Name / 61
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
61

Description

The warranty clerk checks the claim data

.

and forwards it to the OEM/Importer

(Incoming Vendor). Open item in FI (OEM
account) is created.
The service advisor creates the invoice.

90
/
Customer

$
0

%
! -

Service Advisor
(Dealer)

Technician/Parts
Employee (Dealer)

Warranty Clerk
(Dealer)

Description
A credit memo is created and the invoice
printed.

Invoice is created
Vehicle pick up

The customer comes to pick up the

vehicle.

Payment

The service advisor posts the incoming

payment against the billing document.

Cash document

Receives claim
response

Handling of claim
difference

Check vehicle data

SAP
Presentation,
Speaker
Name / 62
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
62

The warranty clerk receives a claim

response from the OEM/Importer.
DBM order changes to
- reimbursed if OV value = IV value
-difference if OV value <> IV value
The warranty clerk creates a new split for
the difference and posts it on an internal
order from the dealer.

Within the vehicle master data the service

advisor sees that the recall has been
carried out (recall view).

$ ! / :;

DBM
Order

Note: Exact Doc Flow should be

verified during DBM AT

Internal
Order
Item 10
Parts (eprom)

GI
Material Doc.

Reservation

Item 20
Service (Exc. Eprom)

Controlling Doc

Item 30
Service (Rep. Eprom)

Controlling Doc

Item 40
Parts

Items from Recall

GI
Material Doc.

Reservation

Item 50
Service

Controlling Doc

Item 60
Service Noise

Controlling Doc

Item 70
Parts

GI
Material Doc.

Reservation

Billing Doc.
Split 2 (Goodwill)
Split 1 (Recall)

Internal
Order
Internal
Order
Warranty
Claim
Billing Doc.

SAP
Presentation,
Speaker
Name / 63
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
63

Billing Doc.

Items from Package

(should be more in
BP example)

Items from Noise Issue

- General master data used:

- In general same data as in 5.0 scenario
- Note: Package data needs to be revised, as the architecture of the
DBM package transaction and database tables change from 5.0 to
6.0 (there is no migration report available).

- Scenario specific master data:

-

In addition recall data:

- Description Logic problem in electronic-control module of navigation system
- Items:
- EPROM 8315 1 piece
- LV: Exchange of EPROM 0,5 h
- LV: Reprogram of EPROM 0,5 h

- KPIs:
Profitability of Service Order (split by service, warranty, goodwill, parts)
- Number of orders per day/week/month
- Average rebate, revenue in a certain periode with certain order type
- Service package: Best selling (how often), most revenue, most
profitability
-

SAP
Presentation,
Speaker
Name / 64
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
64

!
3
Purchase Requisition

Part items can be ordered via the service order or directly via the parts
sales order. Based on the availability check for the part items, the
ordered quantity might be partially available or be out-of-stock. In
such a scenario the dealers would like to procure the part items
directly out of the DBM-order.
In this case the replenishment process is directly triggered out of the
DBM-order.
Steps:
-

Create the DBM-order

Trigger the possibility to create/update/delete the purchase requisition out of the DBMorder in case of an unconfirmed quantity part item

Create/update/delete the purchase requisition in case of an unconfirmed quantity part

item

Create the purchase order and communicate to the selected vendor

Book the goods receipt from vendor

Perform invoice verification

Book the goods issue to customer

Create the customer invoice

SAP
Presentation,
Speaker
Name / 66
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
66

,
/
Customer

+
! &2

Service Advisor
(Dealer)

%
'
Technician
(Dealer)

Accountant
(Dealer)

3
Description

The technician opens the service order

which the service advisor had created in
the appointment scheduling.
(/DBM/ORDER)

Open service order

Check vehicle

Enter parts items

Check parts items

Create purchase
requisition

Communicate
requested date

Communicate time
of delivery

Convert purchase
requisition into
purchase order

Book goods receipt

Invoice verification
SAP
Presentation,
Speaker
Name / 67
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
67

Sometimes the check of the vehicle is

done by the service advisor. If this
process step was not done, the technician
has to check the vehicle and has to plan
which part items will be needed in the
service order (item category P002, parts).
Check availability of part items (ATPCheck)
For partially or completely unavailable part
items the technician creates a purchase
requisition selecting the item, entering
procurement quantity and pressing button
procurement in item or parts screen. The
document flow is updated.
1) Purchase requisition for a vendor
2) Stock transport requisition (see
business view 2)
In the background the purchase
requisition is converted into purchase
order and is communicated to the vendor.
Status in DBM-order will be updated
Optionally: communicate time of delivery
to customer.
Book the goods receipt via the SAP
standard functionality (MiGO). Printing
goods receipt document with reference to
DBM-order (BADI-functionality). Status in
DBM-Order will also be updated.
Verify the invoice of the vendor with SAP
standard functionality (transaction MIRO).

,
/
Customer

+
%
! &23

Service Advisor
(Dealer)

Technician
(Dealer)

Accountant
(Dealer)

Book goods issue

Create customer
invoice

SAP
Presentation,
Speaker
Name / 68
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
68

Description
Book goods issue to customer in the
DBM-order via pressing the button goods
issue.
Optionally: Are there also labour values
entered in the service order they have to
be released and confirmed with the
corresponding buttons.
After the service order is finished the
customer invoice has to be created via the
button billing document.

,
/
Customer

+
! &2

Service Advisor
(Dealer)

%
)
Technician
(Dealer)

Open service order

Check vehicle

Enter parts items

Check parts items

Display Stock
Create stock
transport
requisition

Convert stock
transport requisition
into stock transport
order
Book goods receipt

SAP
Presentation,
Speaker
Name / 69
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
69

+
Accountant
(Dealer)

3
Description
Technician opens the service order which
the service advisor had created in the
appointment scheduling. (/DBM/ORDER)
Sometimes the check of the vehicle is
done by the service advisor. If this
process step was not done, the technician
has to check the vehicle and has to plan
which part items will be needed in the
service order (item category P002, parts).
Check availability of parts items (ATPCheck).
For partially or completely unavailable part
items the technician creates a stock
transport requisition after he has checked
the stock overview in other plants via
button in the parts screen (scenario 12).
He selects the item, enters procurement
quantity, selects delivery plant and
presses button procurement in item or
parts screen. The document flow is
updated. Status in DBM-order also will be
updated.
In the background the stock transport
requisition is converted into stock
transport order and is communicated to
the delivery plant.
Book the goods receipt via the SAP
standard functionality (MIGO). Status in
DBM-order also will be updated.

,
/
Customer

+
%
! &23

Service Advisor
(Dealer)

Technician
(Dealer)

Accountant
(Dealer)

Book goods issue

Create customer
invoice

SAP
Presentation,
Speaker
Name / 70
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
70

Description
Book the goods issue to customer in the
DBM-order via pressing the button goods
issue.
Optionally: Are there also labour values
entered in the service order they have to
be released and confirmed with the
corresponding buttons.
After the service order is finished the
customer invoice has to be created via the
button billing document.

The external service items with procurement can only be ordered via
service order. The dealer sometimes wants to procure the external
service directly out of the service order. In case of made to
customer the procured service item is linked to the related service
order.
In this case the replenishment process is directly triggered out of the
DBM-order.
Steps:
-

Create the DBM-order

Trigger the possibility to create/update/delete the purchase requisition out of the DBMorder in case of an external service item

Create the purchase order and communicate to the selected vendor

Book the goods receipt from vendor

Perform invoice verification

Book the goods issue to customer

Create the customer invoice

SAP
Presentation,
Speaker
Name / 71
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
71

,
/
Customer

+
!

Service Advisor
(Dealer)

%
2:;
Technician
(Dealer)
Open service order

Check vehicle
Enter external
services

External call for

purchase price
Create purchase
requisition

Communicate date

Communicate time
of delivery

SAP
Presentation,
Speaker
Name / 72
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
72

Convert purchase
requisition into
purchase order

3
Accountant
(Dealer)

Description
The technician opens the service order
which the service advisor had created in
the appointment scheduling.
(/DBM/ORDER)
Sometimes the check of the vehicle is
done by the service advisor. If this
process step was not done, the technician
has to check the vehicle and has to plan
which external service items will be
needed in the service order (item category
P010, external service with po).
The creation of a purchase requisition for
external services is only possible with
existing parts (material type NLAG, new
materialgroup for revenue account
dtermintaion). The technician has to select
a part (dummy-part) and can change the
description, e.g. varnish door.
Normally the technician calls the external
service provider, here the varnisher, and
asks for a purchase price and delivery
date.
The technician creates a purchase
requisition selecting the item, entering
procurement quantity (normally 1) and
delivery date, adding the purchase price
and the vendor. With pressing the button
procurement the creation is done.
External service items are assigned to an
internal order with dummy account
assignment.
The document flow is updated. In the
background the purchase requisition is
converted into purchase order and is
communicated to the vendor. Optionally:
communicate time of delivery to customer.

,
/
Customer

+
!

Service Advisor
(Dealer)

%
23
Technician
(Dealer)

Accountant
(Dealer)
Invoice verification

Description

Verify the invoice of the vendor with SAP

standard functionality (transaction MIRO).
The final account assignment shall be done
with verifying the vendor invoice via repost
from the dummy internal order to the internal
order from DBM-order.
Optionally: Are there also labour values
entered in the service order they have to
be released and confirmed with the
corresponding buttons.

Create customer
invoice

SAP
Presentation,
Speaker
Name / 73
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
73

After the service order is finished the

customer invoice has to be created via the
button billing document.

$!

DBM
Order
Internal
Order
Item 10
Parts

Item 20
Ext. Service

Purchase
Requisition

Purchase
Order

Vendor
Invoice
(Excluded in DocFlow DBM)

Reservation

GI
Material Doc.

Purchase
Requisition

Purchase
Order

Vendor
Invoice
(Excluded in DocFlow DBM)

Reference
Internal Order

SAP
Presentation,
Speaker
Name / 74
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
74

Split 1

SD Order

Billing

Split 2

SD Order

Billing

- General Master data used: Customer, Vehicle, Parts

- Scenario specific master data:
- DBM
Parts: oilfilter, brake pads, exhaust valves
- External Services: varnish doors, car preparation, upholster seats
- KPIs: percentage of external services, clustering OEM-parts and
accessory parts, order capacity per year (quantity and value).
- Smart Forms: order confirmation, purchase order, billing documents
-

- Scenario specific customizing:

- BADI-Implementation:
-

Transfer DBM-Order-Number into Purchase Requisition and Purchase Order

BADI: /DBM/ORDER_PREQ -> Filling EBAN-AFNAM, EKPO-AFNAM with DBMOrder-Number and printing goods receipt document
Status Update after creating purchase order and goods receipt
BADI: ME_PURCHDOC_POSTED with calling fm /DBM/ORD_AC_STATUS_PO
BADI: MB_DOCUMENT_BADI with calling fm /DBM/ORD_AC_STATUS_GI

- External Service Items:

- Creation of material with material type NLAG and separate material group for
revenue account determination

SAP
Presentation,
Speaker
Name / 75
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
75

!
5
Vehicle Trade-In

<0

' *%

Within the process vehicle trade in a dealer buys a used car

from a vendor. The car is valuated and optionally reductions
for missing items are made from the original trade in price. A
purchase order is created and handed over to the vendor. The
vendor sends a bill to the dealer who checks the bill and
executes the goods receipt for the used car. If the vehicle
needs repair a service order for the trade in vehicle can be
created.
Steps:
- Vehicle creation
- Valuation of the car
- Vehicle Reductions (Damages and missing items)
- Vehicle Purchase
- Check of incoming invoice
- Execution of goods receipt

SAP
Presentation,
Speaker
Name / 77
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
77

<0
/
Vendor
Vendor offers a
Offers a Vehicle
car to the dealer

' *%
0 ! &

Sales Assistant
(Dealer)

Identifies customer
and vehicle
Creates Vehicle
Master, Creates
Vendor Master
Valuation of the
vehicle
Reductions: check
missing items
Reductions: check
Vehicle Damages

Fulfill action
Purchase Prepare
(not for newly
generated vehicles)

Links internal order

of the used vehicle
to the internal order
of the vehicle sold in
the process new
vehicle sales
SAP
Presentation,
Speaker
Name / 78
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
78

Controler
(Dealer)

Technician
(Dealer)

Description
A vendor offers a used vehicle to the car
dealer.
The dealer checks whether there is
existing master data for the car or the
vendor in the system.
Missing master data is created by the
dealer (customer master, vendor master,
vehicle master). The configuration is
enterd in the vehicle master.
The vehicle is valuated (external system),
the value is entered in the vehicle master.
Missing items (e.g. number of keys) and
damaes are recorded in the vehicle
master and reductions to the purchase
price are made. (Reductions can be set as
relevant or not relevant for stock
evaluation.)
Via an VMS action the vehicle master is
prepared for the purchase process.
(Business transaction is changed, new
internal order is created/ Only relevant
for vehicle master data which have been
created before the Trade In process)

The sales assistant executes an action in

the vehicle master which links the vehicle
cost objects of the purchase and the sales
process.

<0
/
Vendor

' *%
0 !

Sales Assistant
(Dealer)

Controler
(Dealer)

Technician
(Dealer)

Description
A purchase order for the vehicle is
created.The vehicle configuration, missing
items and damages are copied to the
purchase order. (item one is vehicle, item
two configuration, item three
reduchtions.) The items are copied from
the featre list.

Creates purchase
order

Executes vehicle
goods receipt

The goods receipt for the vehicle is

executed. The value of the vehicle is
booked on the internal order of the
vehicle.
The vendor creates an invoice for the
vehicle.

Creates invoice

The dealer receives the invoice from the

vendor and compares the amount with the
purchase order.

Checks incoming
Invoice

If the car traded in must be repaired a

internal service order can be created.

Creates service
order

Executes service
order
Analyzes the
trade in process
by checking the
internal orders
involved in the
process.
SAP
Presentation,
Speaker
Name / 79
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
79

The motor mechanic executes the sevice

order . The costs of the order can be
booked on the internal order of the vehicle

The controler can analyze the profitability

of the deal by checking the internal orders
involved in the process

- General Master data used: Customer master, Vendor master,

Vehicle master, Model master, Material master
- Scenario specific master data:
Model Master:

Model Master Data for trade in vehicles must be

created or existig model master data must
be extended to match the needs of the trade in
process (option codes, missing items, damages).

Vehicle Master:

Business Transaction Used Vehicle must be set

Vendor Master:

A Vendor Master must be created for the person

selling the car to the dealer

SAP
Presentation,
Speaker
Name / 80
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
80

$!

Vehicle Master
Internal
Order

Purchase Order

Link to
new vehicle
sales order

Service Order

SAP
Presentation,
Speaker
Name / 81
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
81

' *

'$ .

Model Master
as template

.*

Model: Skoda Fabia

missing door key
missing
service
booklet
-150,Model:
Opel
Astra Caravan
missing door key
missing service booklet
missing radio key

- 80, -100, -150, - 80,-

list of expected items for a vehicle model

with price reductions in case of mising items

Copy on used vehicle creation

or new to used transformation

Vehicle Master
with copied data

Vehicle VIN 4077

missing door key
missing service booklet
missing radio key

-100, -150, - 80,trade-in price if vehicle was complete

Manual adjustments
Vehicle Master
changed by user

Vehicle VIN 4077

missing door key
missing service booklet
missing radio key

6000,-100,-150,-150,-

missing but marked by user as not relevant

missing and relevant

removed by user as its not missing

Copy on PO creation
Purchase Order
created based on
vehicle master

Vehicle VIN 4077

missing service booklet

SAP
Presentation,
Speaker
Name / 82
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
82

6000, -150,-

missing booklet reduces trade-in price

(user to decide not to reduce price
because of missing door key)

'$ .

Notification D3
Location
left front door
right back fender
left front seat

10.07.2006 / 80.573 km
Type
scratches
rust
holes

Notification D3
Location
left front door
right back fender
left front seat

Type
scratches
rust
holes

Number
4
2
1

Markdown
100, 250, 80,-

16.08.2006 / 81.974 km
Number
6
2
2

Markdown
150, 250, 160,-

Vehicle

2. order change
with damages

1. order creation
with damages

Purchase Order

SAP
Presentation,
Speaker
Name / 83
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
83

>

'0

Vehicle Master

Purchasing Price Estimated:

Purchasing Price Aimed:
Sales Price Estimated:
Sales Price Aimed:

(Set type DBM_V_IOPTIONS)

Missing Car Key

Missing Service Booklet
Missing Warning Triangle

(Set type DBM_V_IPRICES)

Service Notification Scratches Left Front Door

Rust Right Back Fender
D3
Holes Left Front Seat

SAP
Presentation,
Speaker
Name / 84
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
84

.
22000 15.08.06
20500
24000 15.08.06
24500
100
150
20 Not PO relevant
800
650
200

!
7
Upgrade Vehicle Sales (5.0) Scenario
+ Downpayment

?0

$ %

The Vehicle Sales process is represented here by 3 process variants:

-

OEM-related sales including the inbound delivery of the vehicle to a desired plant of your company
(vehicle transferred by the OEM) and a subsequent outbound delivery to the customer

Selling a vehicle which is sited on another dealer branch of the own company might be a branch of an
associated company i.e. another company code

Selling a vehicle sited on a showroom. Concerning the life cycle of vehicle this selling impacts a manual
change of the business type of the vehicle. Furthermore e.g. several actions are carried through
(preparation phase) until the vehicle can be shipped to the purchaser.

General steps:
- Customer requests a vehicle
- Configuration of the vehicle in case of selling a new car
- Assign customer to vehicle master record
- Quotation phase
- Depending on the process variant: the status and the business type of the vehicle need to be changed
- Sales order (DBM) is created
- Optionally a down payment request is created, down payment is waited for posting
- The procurement cluster: for example purchase order / relocation of vehicle/ inbound delivery of vehicle
- Service order with jobs is created: actions during preparation of shipment
- Final bill for the customer is created (clearing the down payments)
- Hand-over procedures and sign-offs
- Goods issue is posted
SAP
Presentation,
Speaker
Name / 86
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
86

?0
/
Customer

$ %
0 ! : /
Sales
(Dealer)

Service (Dealer)

Request for
quotation

'
OEM
Execute vehicle
configuration
Create Quotation
/pre-order

Create Vehicle
Assign customer to
vehicle

Order confirmation
Down payment
request
Down payment
to the dealer

In case of down payment requests the

(partial) payment is awaited for -- then
posting down payment first before
proceeding with follow-up actions

CreateDown
Payment Request

Post Down Payment

Create Order

Purchase Order

Order Confirmation
Update Vehicle
Post Goods Issue

Post Goods Receipt

Bill

Create Billing
Document (clearing
down payments)
Post Goods Issue

SAP
Presentation,
Speaker
Name / 87
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
87

Create vehicle master data; some data are

still not available e.g. VIN etc.

The quotation can be copied with very

flexible copy-options to the DBM order

Create DBM Order

Create service
order

As a pre-step the configuration of the

vehicle is generated e.g. in the OEMSystem or on a sales laptop

Create quotation includes early credit

limit check, price determination and
planned commissions; reference number
might be a number given by OEM

Create Quotation
Accept quotation /
order the vehicle

Description

Final preps for car

Create Billing
Document

A purchase order is created in the

dealer system on base of the existing
DBM order
Update vehicle master data (VIN etc...)
if additional information arrives from OEM
The goods receipt is posted related on
the purchase order number
Final preps are carried through via a
service order, i.e. car interior cleaning /
car wash/ registration of vehicle etc.
Billing document to customer is
independent from billing document of the
OEM to the dealer
Very often the goods issue is the step
behind the billing

?0
/
Customer

Request of
customer

$ %
0 ! @
Sales
(Dealer)

$ /
Service (Dealer)

Other branch

(3A
Description

Search for vehicles via other branches

(plants/storages of the company codes )
Search for vehicle
Send request to
branch

Send confirmation

The case of different company codes :

these actions are carried through by other
branch

Assign customer to
vehicle
Set status
reserved in vehicle
record

Relocate vehicle
from branch to
requesting branch
Create DBM Order
Order confirmation

Create service
order

Bill

Post Goods issue

SAP
Presentation,
Speaker
Name / 88
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
88

Storage movement/VMS actions

/ with revaluation:
Might be plants of different company
codes
Check vehicle history for successful
relocation

Final preps are carried through via a

service order, i.e. car interior cleaning /
car wash/ registration of vehicle etc.

Final preps for car

Billing document

Create billing
document

Change status of the vehicle (reserved for

customer)

In case of different company codes these

actions are carried through by other
branch

Very often the goods issue is the step

behind the billing

?0
/

$ %
0 ! @0
Sales
(Dealer)

Customer

Request of
customer

$
Service (Dealer)

A
Description

Search for vehicles via other branches

(plants/storages of the company codes )

Search for
showroom vehicle
Check car
Assign customer to
vehicle

Determine the physical status of the car

and its showroom-time and the kilometres
travelled etc.

Set status in vehicle

record

Change status of the vehicle (reserved for

customer)

Change vehicle
business type

Its possible to revaluate the vehicle and to

do storage movements, to change the
business type etc. for instance from type
showroom vehicle to used car vehicle

Switch between
fixed and current
asset

Its possible under DBM6.0 to switch

between fixed and current asset; necessity
depends on the financial conditions/rules

Create DBM Order

The price determination can depend on

the showroom time or the kilometres

Order confirmation
Create service
order

Create billing
document

Bill

Post Goods issue

SAP
Presentation,
Speaker
Name / 89
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
89

Final preps for car

Preparation / vehicle checks / cleaning the

car etc.

?0

General Master data used: customer, vehicle, supplier (OEM)

Scenario specific master data:

-

Type/category and status in the vehicle master

Pricing i.e. appropriate condition records

Smartforms: quotation, order confirmation, down payment request,

bill

Scenario specific customizing:

-

Generic DBM customizing employing:

Different order types for the different process variants
Additional values for the business type of the vehicle master
Appropriate status field for the vehicle master
Enabled vehicle search to find a vehicle via business type and status
The allocated service order should be linked with the DBM order in any
way (for instance low coupling via reference number)

SAP
Presentation,
Speaker
Name / 90
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
90

Down
Payment
Request

DBM
Order
/DBM/ORDER

Item Tab: new item of

category DPRQ
creates noted item in
customers account

'

Down
Payment
/DBM/CASHDESK
Noted items visible in list of
customers account
Select noted item and
transfer to post
after posting special G/L
transaction is created

SAP
Presentation,
Speaker
Name / 91
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
91

Final Invoice/
Clearing
creating final invoice in
/DBM/ORDER
warning message with list of all
posted down payments for
customer
amount of special G/L
transaction transfered to revenue
account

Create down
payment request

Delete down
payment request

Change down
payment request

Dealers
decision

Post partial
payment

Post complete
down payment

Cancel order/cancel
down payment

Dealer is
responsible

Clear down
payment / final invoice

Customer is
responsible

Create credit note

SAP
Presentation,
Speaker
Name / 92
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
92

Keep down payment

as cancellation fee

!
6
Controlling

$$ .

- General CO specific requirements

- Plus check each individual scenario to make sure that it is COenabled (all relevant figures are collected, so that a CO and PA
become meaningful).
- In general similar examples as developed by Volker and Markus
in DIB should be used. Collection of KPIs and reports:

SAP
Presentation,
Speaker
Name / 94
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
94

$$ .%

The DBM Time Recording process .. Please provide general

high-level description
Steps:
-
- Please list the high-level process steps
-

New operating concern

DBM specific characteristics

Derivation of characteristic values

Reports

SAP
Presentation,
Speaker
Name / 95
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
95

( .

$$

'

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Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.
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( .

$$

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SAP
Presentation,
Speaker
Name / 97
SAP AG
AG 2004,
2006, Title
BestofPractices
for SAP
DBM 6.0
97