AcceleratedSAP - Business Blueprint

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ASAP Business Blueprint
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Hero_Honda
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[- Owner: srini Include answered questions Include CIT Project documentation ]

srini 8/18/00

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AcceleratedSAP - Business Blueprint

Table of Contents
A. Organization..................................................................................................................................4 1. Customer service...................................................................................................................4 1.1. Sales Organization..............................................................................................................5 1.2. Distribution Channel............................................................................................................5 1.3. Sales Office.........................................................................................................................5 1.4. Sales Group........................................................................................................................5 1.5. Service Planning Plant.........................................................................................................6 1.6. Service Planner Group........................................................................................................6 B. Master data...................................................................................................................................7 1. Customer service...................................................................................................................7 1.1. Technical Objects (Structuring of Technical Systems)..........................................................7 1.1.1. Functional Location...........................................................................................................7 1.1.2. Equipment........................................................................................................................9 1.1.3. Equipment Bill of Material.................................................................................................13 1.1.4. Reference Functional Location.........................................................................................15 1.1.5. Measuring Point................................................................................................................15 1.1.5.1. Measuring Point.............................................................................................................15 1.2. Maintenance Plans and Service Agreements.......................................................................16 1.2.1. Warranty...........................................................................................................................16 1.3. Additional Master Data........................................................................................................18 1.3.1. Counter/Measuring Point..................................................................................................18 1.3.2. Catalog.............................................................................................................................19 C. Business processes......................................................................................................................20 1. Customer service...................................................................................................................20 1.1. Call Center Processing........................................................................................................20 1.1.1. Front Office.......................................................................................................................20 1.1.1.1. Service Customer Contact Processing...........................................................................20 1.2. Spare Parts Delivery Processing.........................................................................20 1.2.1. Spare Parts Order............................................................................................................21 1.2.1.1. Spare Parts Order Processing.......................................................................................21 1.2.2. Risk/Credit Management..................................................................................................24 1.2.2.1. Credit Control................................................................................................................24 1.2.3. Delivery and Transportation..............................................................................................25 1.2.3.1. Goods Issue Processing................................................................................................25 1.2.3.2. Delivery Processing.......................................................................................................26 1.2.3.3. Transportation Planning and Processing........................................................................28 1.2.4. Billing 28 1.2.4.1. Fixed Price Billing..........................................................................................................28 1.3. Repairs Processing at Customer (Field Service)..................................................................29 1.3.1. Service Notification...........................................................................................................29 1.3.1.1. Service Notification Creation and Processing.................................................................32 1.3.1.2. Entry of Technical Findings............................................................................................34 1.3.1.3. Debit Memo Request Processing...................................................................................35 1.3.2. Goods Movements...........................................................................................................35 1.3.2.1. Goods Issue Processing................................................................................................35 1.4. Repairs Processing in Service Center (Inhouse)..................................................................36 1.4.1. Repair Order.....................................................................................................................36 1.4.1.1. Service Quotation Processing........................................................................................36 1.4.1.2. Repair Order Processing...............................................................................................36 1.4.2. Service Order...................................................................................................................36 1.4.2.1. Service Order Creation and Processing.........................................................................36 1.4.2.2. Service Order Release...................................................................................................40 1.4.2.3. Service Order Execution................................................................................................41 1.4.3. Completion Confirmation..................................................................................................41 1.4.3.1. Individual Time Confirmation..........................................................................................42 1.4.3.2. Measurement Document Processing.............................................................................43 1.4.4. Settlement and Completion...............................................................................................43

Blueprint_All-SM10.doc

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AcceleratedSAP - Business Blueprint

1.4.4.1. Technical Order Completion..........................................................................................43 1.4.4.2. Order Settlement...........................................................................................................43 1.4.5. Billing 44 1.4.5.1. Credit Memo Request Processing..................................................................................45 1.4.5.2. Billing Request Processing............................................................................................45 1.4.5.3. Fixed Price Billing..........................................................................................................46 1.5. Free Service Coupons.........................................................................................................47 1.6. Other Processes - 1.............................................................................................................50 1.7. Other Processes - 2.............................................................................................................51

Blueprint_All-SM10.doc

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AcceleratedSAP - Business Blueprint

A. Organization
1. Customer service
CI template: 1. General Explanation Customer Service is not directly handled by HHML, except in case of Customer Complaint, which is about 100 numbers per month. All Customer Services are handled by the Dealers, who are maintained as a part of S&D Customer Master. Service Department has its Headquarters at HO. Zonal Service Heads report to HO Service Head. All Service activities are planned at Zonal Office and Branch office.

2. Naming Convention HHML's Head Office and all Zonal office will be treated as Maintenance Plants in SAP. Maintenance Plants are the offices where Service resources are present and are planned. Names of Plant to be finalised as per HHML's Requirement.

3. Definition of Organizational Units Sales Organisation defined for Motorcycle / Spares would be used for Service Management Module.

5. Changes to existing Organization Collection of all Delivery notes have to be done at Sales offices. Soft copy of the Motorcycle owners' address have to be obtained and uploaded into the system through Batch input. The PDI will be entered into the system by the Service Engineer at the area office. Instead of making MTR, Service engineer will make a service notification in the system for each warranty repair. All the Customer Complaints will be entered as Service Notification in the System by the Service Engineer at HO.

6. Special Considerations

Blueprint_All-SM10.doc

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AcceleratedSAP - Business Blueprint

The Service personnel require training of these functions.

1.1.

Sales Organization

Questions: Q: 1) Who is responsible for sales-related components in the material and customer master data? A: Service department for the Material Master Data related to Customer Service. Sales and Marketing for Customer Master Data. Q: 2) Is a customer assigned to one sales unit or can he be addressed by several sales units ? A: Yes. Q: 3) Does the law require complete separation of sales activities? For example, you are not allowed to mix human and veterinary medical products in one sales order. A: No. Q: 4) How is your sales and distribution processing structured? For example, is order processing/billing centralized or decentralized? A: Presently Processing of Service Reimbursement and Warranty are all Centralised at HO or Factory.

1.2.

Distribution Channel

Questions: Q: 1) Do you sell your products via a number of distribution channels (via direct sales, in retail trade, cash & carry, and so on)? A: As per SD Configuration.

1.3.

Sales Office

Questions: Q: 1) How is sales structured (social organization of employees)?

A: All area offices will be Sales offices.

1.4.

Sales Group

Questions: Q: 1) How many sales groups do you handle? 5

Blueprint_All-SM10.doc

1. Service Planning Plant Questions: Q: 1) How service will be planned in your company? A: [ ] Both [ ] Centrally [ ] locally [X] Both Q: 2) How are service spares stored? A: [ ] Other [X] in central storage facility [ ] in distributed storage facilities [ ] in service vehicles [ ] Others 1.5.doc 6 . please consider also the partner definition. Service Planner Group Questions: Q: 1) How service will be organized? A: [ ] Centrally [ ] Locally [X] Both Q: 2) How are the service teams / labor resources organized? A: [ ] teams with only one special field (e. Q: 2) Do you have special reporting for commission management and sales budget? A: No.AcceleratedSAP .Business Blueprint A: Service Group. electricians) [X] teams with several special fields [ ] Other Blueprint_All-SM10. Q: 3) Do you evaluate at sales representative level? If yes. A: Not Applicable.g.6.

Q: 2) If yes.doc 7 .City A --------Dealer Workshop A – City . production process levels)? A: Dealer XYZ --.City B. Questions: Q: 1) Do you usually have several technical objects for a customer that you want to represent together? Do you require additional functionality to structure this accordingly? A: Dealer has a Show Room.1.1.Business Blueprint B.City B ----Dealer Workshop B -.AcceleratedSAP .A --------Dealer service Extension. a Workshop and Service Extension. A -. 1..City A --Dealer Show Room B -.Service --Dealer XYZ --. A -.Main -----Dealer Show Room A -. Q: 3) What do the hierarchy levels of the functional locations represent (for example.City A ----Dealer Workshop A -. which technical objects from customer sites should be combined using functional locations? A: Dealer XYZ --Dealer Show Room A ----Dealer Workshop A ----Dealer service Extension. number of levels. Technical Objects (Structuring of Technical Systems) Functional Location Blueprint_All-SM10.City A ----Dealer service Extension.City B ----Dealer Workshop B -. Customer service 1.Main --Dealer Show Room A -.1. Q: 5) How detailed should the functional location hierarchy be (for example. cost center levels. Master data 1.City B ----Dealer service Extension B. installation and dismantling of equipment)? A: * HHML Zonal Office . functional or technical viewpoints? A: Spatial and Function. Q: 4) Is the hierarchy for functional locations structured according to spatial.City A -----Dealer Show Room B -. A --Dealer Show Room B ----Dealer Workshop B ----Dealer service Extension B.

Q: 12) Do you need to record the performance of functional locations using measuring points and counters? A: No CI template: 1.Alpha. if needed.(SHOW / WORK / EXTN) . In addition .Area Office.Business Blueprint Q: 6) At what level(s) of the hierarchy should data be entered? A: Level 3. a dealer may have a number of Service Extensions. After sales service to the end users is provided by the Dealers.AcceleratedSAP .Location / City in case of Multiple Location . (a) from a procedural perspective and (b) from a measurement/control system perspective)? A: Not applicable. if you assign part of a technical system to another technical system)? A: Not Applicable. Q: 9) Do you need to assign different numbers to functional locations (for example. Requirements/Expectations To track all Dealer account in Customer Service Module. Dealers have Show room and Servicing Workshop within the premises. Blueprint_All-SM10.4 Char Alpha Fifth Level .(NORT / SOUT / EAST / WEST / EXPO) . Third Level .Four character . Second Level .Zonal office .doc 8 .(CHEN / DELH) 4 Character City ID. Q: 7) How detailed should the last level of the hierarchy for functional locations be? A: As explained above. 3.Dealers Office .As decided in SD module Fourth Level . Q: 8) Is it sometimes the case in your company that functional location numbers change (for example. Naming/Numbering Conventions There has to be hierarchy of Functional Location. General Explanations Dealers are the Customers of HHML.Dealers Show room / Workshop / Service extension .(ID of Sold to party) . To track activity at Dealers' Workshop and Service extension 2. First Level .

000 Equipment will be created for the Engine of the motorcycle. Blueprint_All-SM10. 1.Business Blueprint 4. A: Yes. such as serial number records or equipment master records? A: The motorcycles are tracked by Material number.for Motorcycle. Questions: Equipment Q: 1) Do you have technical serviceable items (for example.000. Q: 3) Which serviceable objects need to be entered as equipment master data? A: Motorcycles (Chassis or Frame) and the Engine. Registration Number also is a reference number.000 Equipment will be added to the system . 7. Q: 2) Do you identify these for information only in unchecked system numbers and/or using master records.AcceleratedSAP . 5. Chassis Number and the Engine Number. Every year 1000. 700.000 Equipment to start with. Motorcycles are sold by the company through the Dealers. The dealers render the service and it is tracked by the company. 10.doc 9 . System Configuration Considerations Structural indicator has to be created on the basis of the Hierarchy.1. in orders)? If yes. Gives transparency. A: Customer Equipment. Q: 4) List and describe the different categories of equipment that you maintain. 6. give an example. Q: 5) How many pieces of customer equipment do you expect to manage in your system? A: 1. Special Organizational Considerations Zone-wise or Area office-wise Listing and reports would be possible. Description of Functional Deficits Not visible at this stage.2. Description of Improvements Data available in the Central Data Base. Changes to existing Organization Not identifiable at this stage. PCs) as a reference in Customer Service (for example.

these are printed in the Invoice and referred for all the future transaction. During manufacturing. goods movements)? A: Yes Q: 11) Does your equipment include larger components that you want to handle individually. each equipment gets a chassis number and an Engine Number. PP / SD interface. and so on)? A: History needs to be tracked on the Chassis Number and Engine Number. statistics. inventory management. Q: 7) Do you want to create your own serial numbers or do you use the serial number of the manufacturer as a reference/key for that object? A: Serial number (Chassis Number) given during the production would be used as Serial Number.doc . Q: 9) Does your equipment include particular assemblies that you want to handle individually in order to perform damage and cost analyses? Describe them.AcceleratedSAP . on which level do you want to track their history (including costing. in order to create damage and cost analyses for them? A: Yes Q: 12) Specify business partners (internal and/or external) for whom you require an address when you need service requests for a particular piece of equipment. 10 Blueprint_All-SM10.Business Blueprint Q: 6) Is each individual piece of equipment in your company identified by a serial number (by your production department and/or by the manufacturer)? A: Yes. A: Damage analysis need to be performed broadly on the Engine parts and Chassis Parts. During the delivery process. These are Bar Coded and recorded. A: [X] Owner of technical object [ ] Operator of technical object [ ] Customer department receiving the invoice [ ] Payer of invoice [ ] Contact person (customer) [ ] Person responsible in your enterprise organization [ ] Department responsible in your enterprise organization [ ] Other Q: 13) Add other partners to the list. Q: 8) If you use serial numbers. Q: 10) Do you represent the different types of equipment using material master records in conjunction with Materials Management (for example.. if necessary.

A: No. Q: 16) Do you track warranties? If yes. repair histories or information about technical objects) have to transfer? Give a typical example. Q: 18) Do you want to obtain a note on the warranty automatically for a positive warranty check result? A: HHML needs a note on the warranty automatically for a negative warranty check result. which you use for different pieces of equipment. describe the measuring points and counters. give some examples. are you a guarantor. how? A: No. Both Customer warranty and Vendor Warranty are applicable. Q: 17) Describe the different warranties for your equipment.doc . and the same is sent to HHML. Q: 14) Do you need to link documents (for example. Q: 20) Does old data (for example. HHML checks these parts and give credit note for the same. A: No Q: 15) Do you measure and log the current condition of the equipment in the system (for example. A: Kilometer run by the Motorcycle need to be tracked during Service for Warranty. Q: 19) Does a technician in your company require a special work permit before starting work on specific equipment? A: No. operating time)? If yes. drawings. A: If any component of the equipment is found defective. Q: 25) How do you activate the Equipment view after the sales of motorcycle by the dealer? 11 Blueprint_All-SM10.Business Blueprint A: Sold to Party Service By Party. and specify whether these should be recorded individually for each piece of equipment.AcceleratedSAP . at present. it is replaced by the dealer free of cost. Speedometer Reading in the measurement. a warrantee. Q: 22) Which changes to equipment do you want to document with a usage list? A: Change in the servicing dealer. pressure. manuals) to equipment master records? If yes. Q: 21) Do you classify equipment? If yes. temperature. or both? A: Yes. equipment master records.

The chassis (Frame) number is fed as the serial number (External and Alfa Numeric) at the time of making GR of Motorcycle in the FG Stores) Equipment is created in the background. An equipment is created for each Engine (External number with the Engine Number) by BDC and is attached as sub equipment of the Motorcycle by BDC 2 measuring point (one for the Motorcycle and one for the engine) are created for every equipment by BDC. [X] Electronic activation of the Equipment view by HHML. Requirements/Expectations To track individual Motorcycle history.Business Blueprint A: [ ] Manual activation of the Equipment view. 2. service. the equipment view of all the motorcycle (Material / Serial Number) is to be activated automatically by BDC***. Spare part replaced. After the motorcycle is delivered to the end user. CI template: 1.Batch Process Q: 28) How will the process of installation of equipment be done? A: [ ] Manual installation always. etc. Each motorcycle has a owner. The number is numeric and internal generated one. Warranty update. warranty repairs. address. etc? A: [ ] Manual update [X] BDC . [ ] Electronic activation of the Equipment view by the dealer Q: 26) Who would activate the equipment view and when? A: The Head office will upload the Data by BDC. Q: 27) How will the equipment master get updated for the owner's name. Sold to Party. [X] Electronic updating . The motorcycle is identified by the material number and serial number. Sales Date. who will be the default Contact person. General Explanations Dealer sells the motorcycle to the customer.doc 12 . *** Blueprint_All-SM10.BDC [X] Manual update when there is a change Q: 29) Who will do the Equipment Master Update for the address update? A: Service Engineer at the Head office will upload the data.AcceleratedSAP .

Description of Improvements It would be possible to track the History of each Motorcycle with reference to Servicing Dealer.3. Manual updating is not possible. The measuring document for the above measuring point is created with value of "zero" by BDC. This means. 8. Naming/Numbering Conventions The equipment number will be Internal Number as it would be generated in the background at the time of making the GR. 7. Component Failure. The load on the hardware of SAP R/3 has to be studied and confirmed.doc . BDCs have to be written and run periodically to update all Master Records.Business Blueprint All the equipment are installed in the Functional Location corresponding to the Dealer and the Sold to party as the Dealer by BDC. 10. etc.AcceleratedSAP . *** 3. • The engine number of the motorcycle • Attachment of master Warranty. System Configuration Considerations From this year HHML is likely to sell 1 million motorcycles every year. 4. Description of Functional Deficits Number of master records to be updated are many. 1 million measuring points would be created in the system. 6. • The Model Number in the field "Object" of the Equipment Master. 1 million equipment. 1. Engine will be created as an equipment and attached as a sub-equipment. equipment master is updated for the following: • The address details of the owner. • Start date of the warranty as per the date of sale. Number of warranty replacement.1. Questions: Q: Equipment Bill of Material 1) Do you have structures for special sub-items? 13 Blueprint_All-SM10. Special Organizational Considerations Number of Equipment Master record in the system would be equal to the number of motorcycles sold plus number of Engines created as equipment. Approaches to covering Functional Deficits BDCs have to be written and run automatically periodically for all updating. *** After the sale is made by the dealer to his customer(owner).

Engine will be another equipment (number same as the Engine Number) below the Motorcycle. in order to create damage and cost analyses for them? A: No. describe some examples of when and how they are structured. The equipment Number will be the same as the Engine Number. This will be related uniquely with Material / Serial Number. Q: 5) Do you currently have equipment BOMs (spare parts lists)? A: No Q: 11) Do you use variant configuration? A: No CI template: 1.Business Blueprint A: Yes Q: 2) If yes. Requirements/Expectations To know list of components which are used in a particular model so that spares lists can be easily made.Sub-equipment. it will be done during the process of implementation. are they pieces of equipment that you want to trace on monitor? A: Yes Q: 3) If you use equipment hierarchies. 2. Blueprint_All-SM10. If any change is required.AcceleratedSAP .doc 14 . Q: 4) Does your equipment include larger components that you want to handle individually. 3. Spares to be used for a model can be identified by seeing the Structure List of the equipment.Equipment (Material / serial number). Naming/Numbering Conventions Presently a Motorcycle will be an Equipment (Equipment number). The serial Number will be the same as the chassis number. Second Level: Engine . A: First Level Motorcycle . General Explanations The specific components used for a model is listed as Material BOM (Application Type: Plant Maintenance) and attached as Construct Type of the Equipment Master.

Changes to existing Organization None 6. 1.1. Q: 3) What will be the initial reading of the measuring points? Is this to be done automatically? A: Initial reading will be zero.AcceleratedSAP . CI template: 1. Questions: Q: Measuring Point Measuring Point 1) What are define as Measuring Point for the customer Equipment? A: Speedometer (Odometer) Reading in Kilometers is a Measuring point for Motorcycles(Equipment). Special Organizational Considerations Nothing Specific 5. Description of Improvements It is possible to check during warranty repairs. 1. Q: 2) Do you want the Measuring points to be created automatically? A: Yes.Business Blueprint 4. Requirements/Expectations Blueprint_All-SM10.5. the spare part replaced is in line with the spare part as per the BOM attached to the Equipment.1. Questions: Reference Functional Location Q: 1) Do you have many similar objects to reproduce the technical structures of your customers site? A: No.1.5.1.4. Q: 2) Do you have standardized functional location structures that should be represented as reference functional locations? A: No 1. This should be created automatically.doc 15 .

2. 1. System Configuration Considerations Every Motorcycle sold will have 2 Measuring points. The date of servicing and the above Measuring Document data would help system to keep track of Warranty. 3. Approaches to covering Functional Deficits Chassis will be the Motorcycle Equipment and Engine will be a sub-equipment. Naming/Numbering Conventions This would be internal generated number. 6.AcceleratedSAP . To explore any user exit. 1. which is not supported by SAP standards. Maintenance Plans and Service Agreements Warranty Questions: Blueprint_All-SM10. we can track warranty for both engine part and Frame part separately.2. 2.Business Blueprint The performance (Kilometer reading) of the Motorcycle should be captured during the servicing (regular / warranty) The date of service with respect to the date of sale has to be monitored The above 2 should validate the Warranty if free replacement has to be approved in the system. 7. Description of Improvements The system keeps track of the warranty automatically. one for the motorcycle and another for the engine. This is equivalent to tracking of 2 master warranties in the system. to track both engine and chassis part warranty individually and indicate during transaction.doc 16 . Description of Functional Deficits It is not possible to keep track of Engine part warranty and Chassis part warranty separately. a measurement document would be made at the time of servicing.1. For the same measuring point. 8. That means 2 million Measuring Points per year will be generated in the system. By this way. General Explanations The date of sale by the dealer to the owner should be the Warranty start date. 10. The upper limit for the expiry date of warranty and the kilometer run by the motorcycle is defined in the Master Warranty. if available. The initial Odometer Reading of the motorcycle should be documented by a measuring document.

System should check during all Warranty Repairs Claim by the Dealers.000Km. Q: 5) What is the current procedure? Automatically or manually? Customer warranty Chassis Warranty 6 Months or 75006 Months or 7500 12 Months or20000 6 Months or 7500 A: Automatic Q: 6) Do you want to obtain a note on the warranty automatically for a positive warranty check result? A: Presently automatic check gives indication when the equipment is not under Warranty. 12 Months and 20.plant production.Business Blueprint Q: 1) Do you track warranties? If yes. CI template: 1.AcceleratedSAP . are you a guarantor.500 Km. A: Models Engine Warranty CD series Street/Spl /CBZ . a warrantee. In case of in. Q: 3) To which objects should warranties be assigned? A: [X] Equipment [ ] Functional locations [X] Serial numbers Q: 4) Describe the different warranties for your objects and specify whether these should be listed individually for each object. The Component which failed during the warranty should be sent to the vendor (in case of Boughtouts) and Vendor account should be debited through a Debit Note. so that the credit note is given to the Dealer. concerned cost center should be debited. Blueprint_All-SM10.doc 17 . Requirements/Expectations To track warranty of all the Motorcycles in the System. or both? A: Customer Warranty Vendor Warranty Q: 2) Which materials contain warranty agreements? A: All Engine Parts. All Frame Parts. Q: 7) Which warranty counters are used? A: 6 Months and 7.

3. it is not possible to track warranty for Engine on different terms (Period and mileage). pressure. 2) Time and Mileage will be the 2 counters. Description of Functional Deficits If Motorcycle Chassis) is created as an equipment.doc 18 . Kilometer as per Speedometer Reading of the Motorcycle. General Explanations 1) Master Warranty will be created in the system. 1. operating time)? If yes. 3. is counter-reading data transferred between the different levels? A: Yes Q: 3) Do you measure and log the current condition of the equipment in the system (for example. describe the measuring points and counters. 7. 8. Master Warranty will be created separately for every Model for the Motorcycle (Chassis and Engine). 1. 4) Time and Mileage will be defined for Engine and Chassis separately. temperature.AcceleratedSAP . which you use for different pieces of equipment. Naming/Numbering Conventions Master Warranty for Motorcycle and Engine for every model will be created separately. Additional Master Data Counter/Measuring Point Questions: Q: 1) Do you need to record the performance of functional locations using measuring points and counters? A: Yes Q: 2) If yes.Business Blueprint 2.3. A: Date of Call. Engine will be a subequipment and will carry Engine Warranty Terms. Blueprint_All-SM10. 3) Engine Warranty and Chassis Warranty are to be defined as 2 Warranty Masters. Approaches to covering Functional Deficits Motorcycle (Chassis) will be Equipment and will carry the frame warranty terms. SAP provides attachment of one warranty only to an equipment.1.

Blueprint_All-SM10. A: This would be collected by th HHML team. Activity and Tasks Q: 2) Describe your current catalogs and their structure.AcceleratedSAP . causes of defects. 4) Each Motorcycle (Equipment) will have a Measuring Point. Description of Functional Deficits None apparent at this stage.doc 19 . 7. 2) Catalog profile will be created (Model-wise) for the following notifications / Services. 3) Kilometer traveled will be tracked by the Measuring point and document at service. Requirements/Expectations Counters should be able to track the performance of the motorcycle and the validity period.2.3. 2. CI template: 1. Questions: Catalog Q: 1) Do you want to create an inspection catalog of characteristic features. 2) Days as a counter will keep track of the validity period. • PDI Notification Catalog • Equipment Catalog.Business Blueprint CI template: 1. 1. 3) To have a list of Activities and Tasks. General Explanations 1) Two counters will be created for HHML's requirement. which can be used for search and selection criteria. General Explanations 1) List of following catalogs will be created: • Object part • Damage of Parts • Cause for Damage • Activities • Tasks for notification. Cause for Damage. 2. Requirements/Expectations 1) To track all components fail during warranty 2) To find out common causes which lead to failure of a component.and usage decisions that occur when customer service work is executed? A: Code Group for Object. Damage.

2. All requirements of Spare Parts are captured in Sales and Distribution. 2) Delivery will be similar to all normal process of Sales. 1.1.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Spare Parts\SP017-SPARE PARTS WARRANTY.AcceleratedSAP .doc] SD001. Customer service 1.ORDER REGISTRATION. 1.1.1. 3) Billing will be through S&D.1. HHML supplies Spares to the Dealers and not to the motorcycle owners directly. Business processes 1. C. CI template: Spare Parts Delivery Processing 1. 1.Business Blueprint 7.doc 20 . (SP001 to SP017) 2. Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Spare Parts\SD001ORDER REGISTRATION.doc Blueprint_All-SM10.1. Questions: Q: 1) Do you operate a "Telephony" call center or only a "Walk in" call center? Call Center Processing Front Office Service Customer Contact Processing A: No. Description of Functional Deficits Nothing apparent at this stage.1. General Explanations 1) Spares ordering will be through the S&D Module. Requirements/Expectations Spare Parts sale to end-user is done by the Dealer.

Business Blueprint SP017-SPARE PARTS WARRANTY. if necessary. specific product lines)? A: Yes. reseller) or products (for example. 1. document type.doc 21 . 1) Institutional Sales 2) Exports Sales 3) Dealers sales. sales organization.1. Explanations of Functions and Events Whenever any special component is required for attending to a complaint.doc 3. with selection of the components and the quantity required . Questions: Q: 1) Does your organization have specialists who only process specific types of customer orders (for example government. OEM. 2) Order (PO of the Dealer) with annexure giving the list of components and the quantity. Dealers send the order for spares as one of the following: 1) Bunch of spare part list.1.2. and customer type) for ease of processing or reporting purposes? A: Presently.2. Questions: Q: Spare Parts Order 1) How are Spare parts ordered for taking care of the Customer Complaints? A: Spare Parts are ordered by the Dealers on periodic basis.Plant wise. Q: 2) Do you presently separate your standard orders by any variables (for example. Q: 3) Is spare part ordering a part of the service Notification Process? A: No.AcceleratedSAP . 1. Q: 2) Is Spare part ordering a part of S&D or Service Department? A: Spare parts ordering are a part of the Sales and Distribution system. international. Spare Parts Order Processing Blueprint_All-SM10.1. informs Service engineer to attend to it and supply of the spare part is made to the dealer concerned on priority with reference to an order from the Dealer. sales representative. Service department. If any spare is required on urgent basis. the same is processed on priority and delivered by courier.

Credit status . PO number. Q: 4) How do you receive orders? A: [X] Telephone [X] FAX [ ] EDI [ ] Internet [X] Others Q: 5) Do you convert other sales document types (such as inquiries. Dealer ID. inco terms. in some cases. Credit Status 2) Rush Order (VOR) for Spares: Item. do you check to see if the purchase order has been used already? A: Yes Q: 7) List the reasons for creating a sales order. 3) Return Order for Spares: Item. A: In case of returns. Blueprint_All-SM10. inco terms.for immediate delivery. Motorcycle chassis number. quotations) into sales documents? A: Only in case of Exports and Institutional Sales. is required. MTR. quantity. price from the price list.AcceleratedSAP . price from the price list. quantity. Dealer ID. Reasons for order. A: 1) Sales Order for Spares: Item.Business Blueprint Q: 3) What information do you capture on a sales order? List your current sales order types (including returns and credit/debit memo requests). Q: 17) Do you send order confirmations? If yes. Q: 15) What information from a sales document do you consider obligatory and would like to appear on an incompletion log if missing? Do you want it to be possible to save the document as incomplete if any of this information is missing? A: SAP Standards. Q: 18) Do you receive goods directly from your vendor to fulfill your customer orders? A: Yes. No need of confirmation. quantity. Q: 6) When creating an order. Q: 8) For what reasons would an order or line item be rejected? A: List of reasons for short closing the order would be given. Dealer ID. Engine number. PO number. how? A: Order registration number is to be generated. payment terms. payment terms.doc 22 .

quotation)? A: Only for Institutional sales and exports . Q: 32) Do you want to perform a credit limit check when you enter the sales order? A: Yes Q: 33) Do you want to perform an availability check when you enter the sales order? A: Yes Q: 34) What triggers creation of a sales order? A: Po from a dealer. Q: 22) In certain orders.g.Business Blueprint Q: 21) Do you use serial materials? Describe in detail. do you not invoice the customer for the materials? A: No Q: 23) How do you handle free materials (e.quotations to sales order. Q: 29) Are sales orders entered by the head office or stores? A: Presently in stores. Q: 36) Is the customer supplied with an order confirmation? A: No Q: 38) Which types of order do you use? 23 Blueprint_All-SM10. Q: 28) Are sales orders created with reference to a preceding document (inquiry.doc . Q: 25) How do you handle free goods in a sales order (with or without a separate item for the free good item)? A: Not applicable. samples. A: Spares are not serial number managed. how are these transmitted to the central retailing system? A: Not applicable.AcceleratedSAP . Do you use a separate item or separate order type? A: Spares are not supplied free. donations). Q: 30) If the sales orders are entered by the stores.

CI template: 1.2.Business Blueprint A: [X] Standard order [X] Rush order [ ] Cash sales [ ] Third-party order [ ] Contract [ ] Scheduling agreements [ ] Service order [ ] Repair order [X] Others Q: 42) Are there occasions when the delivery should be created at the same time as the order (rush orders)? A: Yes. A: Yes.2. Urgent orders. It is based on the outstanding and the age of the outstanding. Q: 43) Do you price differently for rush orders? A: No. Requirements/Expectations 2.AcceleratedSAP .doc 24 . Blueprint_All-SM10. Q: 44) Should an availability check take place for rush orders? A: Yes Q: 45) Do you need to track your warranties? A: No Q: 46) Which materials are provided with warranty agreements? A: Under Review. General Explanations 1. 1.1. Questions: Q: Risk/Credit Management Credit Control 1) Do you have a current policy on risk management/credit control? Describe in detail.2.2.

have to be processed as Production order and confirmed so that they form sales unit.3. send mail to credit representative)? A: Manual release. Q: 9) At which step in the sales process and at what level do you use risk management (e. sales order. Questions: Q: Delivery and Transportation Goods Issue Processing 3) Who posts the goods issue? A: Stores person. block. Blueprint_All-SM10.AcceleratedSAP . time period). 1. Parts.3.g.Business Blueprint Q: 2) What kinds of risk management do you use? A: [X] Credit control [ ] Payment cards [ ] Letter of credit [ ] Export credit insurance Q: 4) What department is responsible for monitoring and controlling credit? A: Sales and Finance. error message)? A: Covered in SD Q: 11) Do you have a default max.2.doc 25 . Q: 10) Which parameters are considered in the credit check (for example. credit limit for new customers? A: No. These are repacked and stored in Final Stores. 1.2. delivery)? A: Sales Order level for the spare parts. maximum document value. which are packed as kit. and how does the system react if the credit limit is exceeded (warning.1. Q: 6) How do you document materials supplied by the subcontractors? A: Material received from the Vendor is inspected and received in BSR. Q: 5) At which organizational level is the responsibility for credit limit assignment? A: [X] Sales area data [ ] Sales area segment of payer [ ] Company code [ ] Others Q: 8) How do you handle the review of blocked sales documents (for example.

2. Packing List: This is required where the Spare parts are packed in CB or Crates or Wooden Boxes. and quantity to be picked up. Items contained in each packing unit should be shown. This contains the part code. in their car) from which they take spare parts required for servicing? A: No 1. bin in which it is stored. how do you determine what plant a product is delivered from? A: Spare parts supply is exclusive with respect to plant. Q: 11) Do service engineers have their own local stock (for example. Q: 2) If you have multiple plants. as Spares are supplied along with the motorcycles. Delivery Processing Q: 3) How do you determine multiple shipping points? A: Plant-wise determination. Gurgaon) is not supplied by HHD (Hero Honda.g.g.Business Blueprint Q: 7) Do service technicians have their own local stock (e. Q: 4) Do you redetermine routes at the time of delivery? A: Covered in SD Module. Blueprint_All-SM10. This is listed in ascending of the Bin position. Spare part supplied by HHG (Hero Honda.2. Q: 5) Do you have a standard lead time in days for the customer’s requested delivery date? A: This has to be in line with the Motorcycle Delivery for the same delivery. in their car) from which they can take spare parts required for servicing? A: No Q: 8) How will the consumption of these parts be recorded and who will post their withdrawal in the system? A: Stores persons will issue to production in SAP and receive in repacked condition. A: Picking List. Questions: Q: 1) List all documents required to complete the delivery process (e. picking list.3. Daruhera) and vise versa.doc 26 .AcceleratedSAP . packing list or bill of loading) and what information they contain. Q: 9) How do you document materials that are ordered for specific work orders? A: Not applicable.

Q: 18) Do you track Over Delivery or Under Delivery tolerance percentages for your customers? A: Yes.doc 27 . packing or postage costs)? A: No. and are they required on output? A: Truck no. Blueprint_All-SM10. Q: 13) What types of text do you require in your delivery documents.Business Blueprint Q: 8) Do you add additional prices at the delivery time (for example.AcceleratedSAP . Q: 17) Do you check the available stock of an item in the delivery? A: Yes. LR no and Date.. but there is no standard rule. Q: 14) What information do you consider necessary for a delivery and would like to appear on an incompletion log if missing? A: [X] Address [X] Incoterms [X] Terms of payment [X] Material [X] Order quantity [X] Net price [X] Plant [ ] Shipping point [ ] Pricing date [ ] Others Q: 15) Do your customers accept partial deliveries in case of lack of availability and what are the rules for creating them? A: Yes. Q: 9) How do you create deliveries? A: [X] Online [ ] Background processing [ ] Display both Q: 11) Do you use labels with bar codes? How? A: No barcodes for spares. Q: 12) Do you allow items that weren't in the sales order to be added to a delivery? A: No.

credit notes. customer. delivery)? Please describe in detail. Questions: Billing Fixed Price Billing Q: 2) Are billing documents created individually (one billing document per sales order or delivery) or collectively (one or more billing document for several orders or deliveries)? A: One delivery . order. Questions: Q: 1) Do you plan transportation yourself? Transportation Planning and Processing A: Transportation of spares is done along with the motorcycles. 1.AcceleratedSAP .2.g. export data).4. invoice. Q: 7) In which cases do you combine or split orders/deliveries into invoices? Describe your consolidation/split criteria (e. debit notes. redetermine freight [X] Redetermine taxes only [ ] Redetermine all prices including taxes. freight [ ] Others Blueprint_All-SM10.3. 1.1.pricing and Delivery document for Delivered quantity. Proforma Invoices.2.g. 1.4.one Billing document. A: Not in case of spares.2.g.doc 28 . pro forma invoice. Q: 3) Which documents are your billing documents based on (e. redetermine the rest [ ] Copy prices. Debit Notes and Credit notes Q: 13) How are prices copied from sales documents to billing documents? A: [ ] Copy manual changes. payment terms.3. export invoice)? A: Invoice. Q: 8) What type of billing documents is created (e.Business Blueprint Q: 19) What should happen if the delivery quantity differs from the order quantity? A: [ ] Nothing [X] Warning [ ] Error message [ ] Various Q: 20) What are the reasons you would ever block a sales document from delivery? A: Credit Control. A: Sales order for material .

[ ] Order number [ ] Delivery number [ ] External delivery number [ ] Current invoice number [ ] Others Q: 21) What kind of payments do you receive from the customer? A: [ ] Cash [ ] Credit Card [X] Check [X] Down payment [X] Electronic Funds Transfer (EFT) [ ] Others 1. General Explanations As per As-is Process . doc Blueprint_All-SM10.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS003- Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SDSM\Service\SS001-sapPDI1. 2) To capture the Warranty Repairs in the system (as per SS004). Repairs Processing at Customer (Field Service) Service Notification CI template: 1.3. reference number)? A: [X] Purchase order no. 1. Requirements/Expectations 1) To Capture the PDI information in the SAP R/3 System and to analyse the report data (as per SS 001).doc.3.doc 29 . Attachments: [] 2.SM 001.doc] SS003-sapcustcomp.Business Blueprint Q: 16) What types of text are required in your billing documents? Are they required on output? A: Truck number and LR Number Q: 20) Which information is required for the accounting document (for example.1. SM 003 and SM 004 Attachments: sapcustcomp. \\Sap_trn1\c\Hero Honda\AS IS Processes\SDSM\Service\SS004A-sapwaranty. 3) To log Customer Complaints in the system and keep track the progress of the same (as per SS 003).AcceleratedSAP .

5) Return delivery and PGI will be made in the system as soon as the material arrives the factory Service Cell. Explanations of Functions and Events PDI Inspection: PDI reports are made by the dealers. he can enter the same as the order reason and save the order. 5) The object. He can enter his findings in the detailed text and note the reason for failure and activity code in the system. Material may be received at the factory within 30 days after the repairs. Blueprint_All-SM10. 1) Once the PDI report is received from the dealer. Transaction in SAP starts as and when the dealer reports the matter to the service engineer for MTR. a Return Sales Order has to be made with reference to the Service Notification. Warranty Repairs: Warranty Repair is made by the dealer as and when the motorcycle comes to dealer's workshop. which is damaged. Text in detail can be made by the person who creates the notification. 2) The defective component is listed in the object. Service Notification is made for every consignment. he can enter a rejection reason in the return order and close it. 4) The Chassis number or the Engine number is entered in the item text field. He also completes the task for the notification. 1) As soon as the warranty claim form is received from the dealer. the damage. 4) After creating the notification.doc 30 . 6) The inspectors can view the Task / Notification pending with himself and act on it. Notification is made for Material (Motorcycle / Serial No). These may be captured within 10 days of the receipt of the truck at Dealer's location. They are not live transactions. 2) The object part is entered in the item and the damage is noted. In case the claim is rejected. This has to be done before or during the actual receipt of the material in the factory.Business Blueprint [\\Sap_trn1\c\Hero Honda\AS IS Processes\SDSM\Service\SS004-sapMTR. 7) After examining the Warranty status.AcceleratedSAP . etc. Notification may be created in the system within 15 days of the repair. 3) The Transporter Name and the Truck number is entered in the Notification Heading. the inspector decides (Warranty or Goodwill Warranty or reject claim) the action. a Service Notification is entered. 6) The PDI defects can be analysed for the defects.doc 3. The System / Service HOD can assign a person responsible (Inspectors) for each task. These are captured for recording and analysis. reason for damage and the activity can be filled up in the item details. These repairs carried out by the dealer are reported to HHML for analysis and commercial settlement. If warranty is applicable. the dealer who serviced. and sold to party. 3) A list of task can be automatically brought into the notification.doc] SS004-sapMTR.

the call desk person would make the Service Notification. 7. 9) The Service Notification is closed after closing of all the individual tasks. The same notification can have necessary task for necessary Counter Measures. 11) Standard reports would be generated in the system. Description of Improvements 1) In case of Customer Complaints. if needed. 5) The person responsible can see the task pending with him and the completion time given to him. 2) HHML has to decide the persons. Person Responsible is attached to each task. Customer Complaint: 1) Service Notification is created in the system as soon as a complaint is received from the customer. 5. 10) Standard Info systems can give Details / Reports of the complaints. as acknowledgment and sent to the owner of the vehicle. all persons concerned can access the information from the Service Notification and take necessary action.AcceleratedSAP . Detailed text and the nature of complaint can be entered in the Notification. who would create PDI Notification. their status and complete the notification at appropriate time. the notification can be escalated to the next superior person. reason for damage and the activity done to rectify the fault. 2) Priority is given as per the norms. Warranty Notification and Returns Order. The complaint is lodged for a motorcycle / serial number(chassis number). Special Organizational Considerations 1) In case of Customer Complaint. 6) If the task assigned is not completed and entered in the system. Procedure for sending the material back to the vendor will be done in QM / MM Module. 8) The Call Desk person can see all the pending tasks. 9) The history of earlier complaints can be seen in the Object Information of the Notification by all persons (if authorised). 7) The tasks are completed by the persons responsible with all details such as the object part.doc 31 . Quality Notification will be made. 10) When the component is to be sent to the vendor. 3) Standard task can be determined automatically and additional tasks can be added. damage.Business Blueprint 8) A consolidate Credit Memo can be made for the dealer at the end of the month for all the return orders generated for the dealer. 4) The notification can be printed in the required format. Blueprint_All-SM10.

Customer Complaint: Customer complaints are registered at HO after receipt of the complaint by means of letter / fax directly or through any department / director. service history of equipment)? A: Serial number (Chassis Number). Dealers attend to the Complaints during warranty and replace the components free of cost. 1. service contract number. Warranty Complaint. Customer and the Service Engineer are intimated accordingly. 8. if any are made. if any. If component is not available.1. Else a rejection advice is sent to the dealer. Service engineer fixes appointment with the customer to meet at the dealers' workplace. dealer is given credit note. for the PDI. it is ordered specially on top priority. Questions: Service Notification Creation and Processing Q: 1) How is a customer call processed in your company? Please describe in detail the different process steps. the dealer who render serviced and the kilometer run of the Motorcycle. Alternately. 3) Paper movement is avoided as all the information can be captured and examined. Q: 3) What information do you require to process the call further (for example. The ZO consolidates all the PDI and make monthly report. a PDI (Pre delivery Inspection) report is made by the dealer. The defective component is sent to the factory for inspection along with MTR. If any part is replaced as goodwill warranty. Complaint is sorted out after necessary decision by the service engineer. the engine number. same is sent to the factory for settlement.AcceleratedSAP . We will have Engine as sub-equipment for the main equipment (Frame or Motorcycle).3.Business Blueprint 2) Escalation is possible as and when a notification task is not completed within the time frame by means of SAP mail.1. 9. The notification would be made for Motorcycle if the part is that of frame and for the Engine if the part is that of Engine. A: PDI Report: For every consignment of motorcycle. List of motorcycles with the fault and the action taken to rectify and component replaced. Description of Functional Deficits Warranty tracking for Chassis and Engine separately is not possible as per SAP standard setting. If the defect is found to be a manufacturing defect. programming and linking the master warranty and additional field.doc 32 . Q: 4) Do you have customers located outside the time zone of your service center? A: No Blueprint_All-SM10. Approaches to covering Functional Deficits This would be tried suing the user exit.

if necessary. address)? A: Motorcycle chassis number and Engine Number. serial number.AcceleratedSAP . Q: 6) Do you want information about the reference object displayed automatically when a notification is created? If yes. cause of damage. to determine the damage. for which the customer requires the service (for example. Add other business partners to the list.Business Blueprint Q: 5) Do you want to be able to process related notification and order data collectively in a single form? A: Yes. A: [X] Owner of technical object [ ] Operator of technical object [ ] Customer department receiving the invoice [ ] Payer of invoice [ ] Contact person (customer) [ ] Person responsible in your enterprise organization [ ] Department responsible in your enterprise organization [X] Other Q: 10) How do you describe a customer problem? Do you enter a verbal problem description or do you use standardized codes. or object parts? A: Code Numbers Q: 11) Do you want to link digitalized documents to notifications? A: No Q: 12) Do you allow your customers to enter their service requests directly in your system using the Internet? A: No Blueprint_All-SM10. for example. Q: 7) How do you identify the technical objects. Q: 8) How do you prioritize identified work? A: Very important Important Less important Unimportant Q: 9) Select the business partners (internal and/or external) whose address information you will require to create the notification.doc 33 . Object information is required to appear automatically during customer complaint. what information? A: Yes.

Superior person should be intimated if the task is not completed in the specified time.Business Blueprint Q: 14) Do you have standard tasks that you always perform for different types of customer calls? If yes. using standardized codes) in order to evaluate possible solutions for a problem? A: Yes Q: 21) Do you want to use paging in your company as an additional form of communication? A: No. Q: 17) Do you assign a responsible person to each task? A: Yes Q: 18) Should the person responsible for a task be informed automatically by the system? A: Yes Q: 19) Do you want to set up an escalation workflow for notifications and tasks? A: Yes. describe them. in which these tasks should be executed? A: Yes Q: 16) Do the service contracts that you have with your customers include agreements on specific tasks with defined response time that you have to adhere to? If yes. A: Yes.doc 34 .2. As per SAP Standard Q: 15) Are you restricted to a certain period of time. Q: 20) Do you record the performed activities that solved the customer problem in a standardized way (that is. Q: 22) How many notifications are made in a period? A: Customer complaints: 100 per month Warranty Repairs: 8000 per month PDI reports 2000 per month 1.AcceleratedSAP .3.1. A: No Service contract. Questions: Entry of Technical Findings Blueprint_All-SM10. describe them in detail.

3. and Activities.Business Blueprint Q: 1) Do you record technical information (for example.2. and cause of damage) about a customer problem in order to create a service history or to enable further evaluations? A: Yes Q: 2) Which technical data should be recorded and who is responsible? A: In case of Customer complaint. Q: 2) Who approves the goods issue? (You could use workflow to handle this process.1. Q: 4) Do you want to have a coding system. for which you want to have codes. describe it. Text of complaint. which allows standardized entry of technical information? If yes.) A: Not applicable.2. A: Yes. Blueprint_All-SM10. invoices)? Debit Memo Request Processing A: No 1. Q: 2) Are credit/debit notes linked to previous documents (for example. damage. Approval process is by Service department. 1.1.3. damage). Questions: Q: Goods Movements Goods Issue Processing 1) What triggers a goods issue? A: There is no Goods issue triggered from Service neither notification nor sales order as all the components are issued from Dealers' stock. orders. which are replaced by the dealer. which part of the equipment was broken. Causes.doc 35 .3.3. Questions: Q: 1) Do your debit and credit notes (memos) need to go through an approval process? If so. In case of Free Service coupons. its cause and action taken are recorded. 1. Codes for Damages. Service Engineer record his findings and the progress of the complaint. or dispatched to dealers and then to the customers. credit note is raised on the dealer. a credit note is created for all the components. Q: 3) When do you document technical findings? A: Completion confirmation. which is checked by the finance department. list the different categories (for example.AcceleratedSAP . A: For Warranty Claims.

1. Various services offered are: 1) Free service . and installation)? List the service types and outline the differences in planning and execution. 1.doc 36 .2. A: Repair Order Processing Q: A: 18) Do you receive goods directly from your vendor to fulfill your customer orders? Q: A: 21) Do you use serial materials? Describe in detail. 2) Training Program for Dealer Staff: Only Planning of capacity.2. A: Not applicable. 1.2. The dealers process the repairs of Motorcycle. Questions: Q: 1) Does your organization have specialists who only process specific types of customer orders (for example government. OEM. repair.1.1. international. A: Customers are serviced through the dealers.AcceleratedSAP .Business Blueprint 1.wise pricing.4.1.4.4.1. Questions: Service Order Service Order Creation and Processing Q: 1) What different types of service do you provide (for example. preventive maintenance. Blueprint_All-SM10. Q: 3) What information do you capture on a sales order? List your current sales order types (including returns and credit/debit memo requests).4. 1. reseller) or products (for example.4. specific product lines)? A: No repair order is made by HHML. 4) Safety Program.Model-wise Nature of Service . Repairs Processing in Service Center (Inhouse) Repair Order Service Quotation Processing 1.1.4. 3) Mobile Service Workshop. Questions: Q: 1) Describe your quotation process in detail.

availability of service technician. duration of work)? A: Service orders are made for planning and Tracking. Q: 3) Do you want to be able to process related notification and order data collectively in a single form? A: No. number of people. what information do you require from the system with regard to labor resources (for example.Business Blueprint Q: 2) How often do you visit the customer for the different service types per month/year? A: Training program for Dealer Staff / Mechanics: Planned on yearly basis. Q: 4) Mark in the following list whether services are performed by internal service technicians and/or sub-contractors.doc . Q: 7) Do you want to define skills and/or qualifications for order operations? A: Yes Q: 8) Do you ever have more than one service technician working on the same service? A: Yes Q: 9) Do you want to assign individual operations to particular people? A: Yes.AcceleratedSAP . Mobile Service Workshop: Planned by the Zonal office periodically. Q: 12) Do you use pre-defined task lists in order planning? 37 Blueprint_All-SM10. A: [X] Services only by own technicians [X] Services only by sub-contractors [ ] Internal and external processing of services Q: 5) When do you plan your service order. Q: 10) For which operation types do you want to represent the operation description using service specifications? A: [ ] For internal operations [ ] For externally assigned operations [ ] For both types of operations [X] For no operations Q: 11) Do you provide the service technicians who perform a service with a list of individual activities (task list)? A: Yes.

1) To plan training in the system 2) To track cost involved in the training. 2) To be able to find out the cost of FSC model-wise. qualification. Requirements/Expectations • Free service Coupons: 1) To track Free service Coupons. CI template: 1. • Mobile service Workshop Blueprint_All-SM10.Business Blueprint A: Yes Q: 17) Do you want to generate purchase requisitions and reservations when the order is created? A: Yes Q: 22) How do you want to prioritize work? A: Very Important Important Less Important Unimportant Q: 23) At which level do you schedule work (for example. 3) To be able to generate Credit Memo • Training of Dealers / Mechanics. crew. Service-wise.doc 38 . Motorcycle-wise. skill.AcceleratedSAP . or an individual person and so on)? A: Individual Q: 25) Do you want to use paging in your company as an additional form of communication? A: No. for a shift. Q: 26) Do you sell service products for a fixed price? A: Yes Q: 27) Do you want to use the service order as the basis for creating quotations for your customers? A: No.

This would be the cost to the cost center (Services). 2. 5) Settlement of the Service order will be made on the Service Cost Center. The activity type will be unique for each model .Business Blueprint 1) To plan Service Workshop in the system 2) To find the utilization of the Mobile workshop 3) To track the cost of Mobile Workshop. 7) These service Order will not be subject to scheduling as these are already carried out by the dealers. 4) Number of services to be settled will be entered in the column of work. nature of service. • Training for Dealers / Mechanics: 1) Service Order (Training) will be created for the Functional Location Area Office for each training being planned by HHML. will be defined for the period. Nature of service-wise). Explanations of Functions and Events • Free Service Coupons: 1) The checking and Motorcycle-wise table update will be done as per the Business process / Customer Service / Free service Coupons 2) Service Order (Free Service Coupon) will be created in the system for the functional Location of the Dealer. SS005-servicetrainin g2.doc Blueprint_All-SM10. 4) To generate Debit Note to the Dealer.doc Attachments: SM\Service\SS005-servicetraining2. (Model-wise.doc. 6) The activity price for each model.doc] 3.doc 39 . 3) Operations will be entered in the Service Order.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS011- SS011-sapmsw.AcceleratedSAP .doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD- [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS006-sevicetraining1. 2) Start date & time and End date & time can be entered in the Service order.nature of service. \\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS007-service_training3. General Explanations As per document Attachments: sapmsw.

2.2. 4) The Service Order is released. This may be possible if HR Module comes live. separate cost would be defined.AcceleratedSAP . Description of Functional Deficits History of the Dealer mechanics and their Qualification and the training records will not be in the system. Questions: Q: 1) How do you decide that a service is ready to be performed? If necessary. 4) Time taken by each work center would be entered against each operation. 6) These orders can be scheduled and costed in the system. Approaches to covering Functional Deficits Not in the scope of first phase. actual cost can be seen. Debit Notes can be raised on the dealer for the cost involved. • Mobile Service Workshop: 1) Service Order (Mobile Service) will be created for the Dealer Functional Location for each Service workshop being planned by HHML. Is this decision a separate process step. 8. 7. Description of Improvements Cost for the training and Mobile service workshop can be tracked in the system.doc 40 . Based on the number of days confirmed. 2) Start date & time and End date & time can be entered in the Service order. Price at which the dealer is charged per day can be maintained as separate pricing condition. 6) The average cost incurred on the MSW can fed as the Activity cost for MSW and can be seen as the planned cost. and who makes the decision? Service Order Release Blueprint_All-SM10. 5. Special Organizational Considerations Planning of the training at Training Center and Mobile Service Workshop will have to be done in the system by the Training in-charge / Area / Zonal Service Personnel. 5) After the MSW completes the Service for a particular Dealer. the respective Service Order is completed. 3) These orders can be scheduled and costed in the system. 5) Separate activity would be defined for the training for which.Business Blueprint 3) Training agenda can be the operation and the trainer would be the Work Center.4. 9. 7) If required. 1. differentiate by service type.

doc 41 .4. Questions: Q: Completion Confirmation 2) Who confirms orders in your company? A: Service Engineers. General Explanations As per Documents attached. Free service Coupons: Centrally (HO) Service Workshops and MSW . Q: 9) Do you also want to enter measurement readings with the completion confirmation? A: Not relevant for Functional Location Service Orders.2.by respective Employee. 1. CI template: 1.AcceleratedSAP .Business Blueprint A: Auto-release is desired. or does each employee enter their own times themselves? A: PDI. Questions: Q: 2) How is material withdrawn for the order? Service Order Execution A: No material is withdrawn for the order 1.3. Requirements/Expectations 1) To confirm the number of free service coupons in the system 2) To confirm the number of hours spent in the training 3) To confirm the number of hours of service rendered by Mobile Workshop. 2. Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS005servicetraining2.4. Q: 10) Do you use the integration with the HR module? A: No Q: 11) Do you create completion confirmations centrally. Customer Complaint can be at Engineer level.doc] Blueprint_All-SM10.3.

Explanations of Functions and Events For all the service orders actual FSC or the number of hours spent would be confirmed in the system.doc] SS006-sevicetraining 1.doc .3.doc [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD- SS007-service_traini ng3. 9.. Approaches to covering Functional Deficits Nothing apparent at this stage 1. Special Organizational Considerations Concerned Service Engineer should confirm the activity in the system. Description of Improvements MSW 's schedule can be seen by all concerned and its Capacity Utilization can be tracked from the Work Center Loading Chart. 5. Questions: Q: 1) Do you enter the absolute duration or period of time (from. to distinguish between normal work hours and overtime)? A: No Q: 3) Is the confirmation of your services person-based? A: Yes Q: 4) In what unit and with what accuracy do you want to enter services? 42 Blueprint_All-SM10.doc 3.Business Blueprint Attachments: SM\Service\SS007-service_training3.to)? Individual Time Confirmation A: Yes Q: 2) Do you differentiate the times entered according to other activity types (for example.4.1.doc] SS005-servicetrainin g2.AcceleratedSAP .doc [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS006-sevicetraining1. 7..

3. This will prevent any further transaction for the service Order. Measurement Document Processing 1. A: Yes.4. Questions: Q: 1) Do you measure and record the current condition of your equipment in the system (for example. operating time)? Describe the different measuring points and counters that you require for the different pieces of equipment. pressure. Description of Functional Deficits Nothing Apparent at this stage. 1. CI template: Settlement and Completion 1. Description of Improvements Automatic posting of cost on appropriate cost center. 8.doc 43 .2.3.Business Blueprint A: Hours and Days. 1..2. Finally the Service Order is completed. Requirements/Expectations To settle the Service order costs on appropriate Cost Centers.AcceleratedSAP . Questions: Q: 1) Who settles orders in your company and when? Order Settlement A: Finance Department will settle the service Order at regular Interval.4.1.4. Blueprint_All-SM10. Explanations of Functions and Events 1) Settlement object comes by default in the service order for Service Coupons. 1. temperature.4. 3) The service order should be settled at each finance period. 2) If required the Settlement object can be changed. Questions: Q: 1) Who decides whether the work is technically completed and when? Technical Order Completion A: FI Department decides as and when policies change. Odometer Reading is recorded at the time of service. 7.4.4. Training and Mobile Service Workshop.4.

including all related service costs and service revenues? A: No Q: 6) Do you intend to have service profitability analysis or profit center analysis within your company? A: No 1. a debit memo can be raised with reference to a credit memo.AcceleratedSAP . model-wise for a period. To find out the cost of model-wise. Credit memo is made for all the Retuned parts.doc 44 .doc] SS004A-sapwaranty. Warranty Settlement: To raise credit note for the spare part replaced by the dealer To find out warranty cost. CI template: Billing 1.doc [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS004A-sapwaranty. 2) Once in a month. doc 3. Blueprint_All-SM10. 3) Release to accounts would credit the dealers' account and debit the respective Revenue Account. Warranty Settlement: On receipt of the rejected components in stores from the dealer.5. Collective billing is done Whenever there is a mistake in the Credit memo. for a period and dealers. they are inspected and decided by Service inspector if the Credit Note is to be given to the Dealer. the Billing block in the Return order is removed by the Service HOD.4. If the Credit Note is to be Given. 2. Once in a month. General Explanations Attachments: sapFSC. which are approved by the Service Department. Credit memo would be created with reference to all Credit memo requests.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS002- SS002-sapFSC.Business Blueprint Q: 5) Do you analyze the profitability of single service contracts. Explanations of Functions and Events Free service Coupons Reimbursement: 1) Credit Memo request would be created in the system with reference to Service Order once the Service Order entries (operations) are confirmed. service-wise costs. Requirements/Expectations Free Service Coupons: To raise Credit note to the Dealers for the reimbursement of the Free Service Coupons.

service department. 1.5.2. Q: 2) Do you already carry out resource-related billing? Do you use transaction VA90 in the process? A: Yes. Q: 3) Do you bill your services at different percentage rates (for example. orders. service hours at 100%.4. Questions: Q: 1) Which department is responsible for billing the customer (for example.5. describe it. material at 50%)? A: No. Q: 8) Is the invoice checked before being sent to the customer? Billing Request Processing A: Yes Blueprint_All-SM10. Q: 6) When do you create the invoices for the customer (for example. accounting department)? A: Service Department for creating the Billing Request and Accounts / Service department for printing the Credit notes.1. A: Yes Credit Memo Request Processing Q: 2) Are credit/debit notes linked to previous documents (for example. at the end of each period. Description of Functional Deficits Nothing apparent at this stage.doc 45 .Business Blueprint 8. or on specific dates defined by the customer)? A: Generally bills are raised once in a month for Free service Coupons.4. Questions: Q: 1) Do your debit and credit notes (memos) need to go through an approval process? If so. Materials are not billed in HHML situation. In case of Free service coupons.AcceleratedSAP . invoices)? A: No 1. Resource Related Billing is used for the Credit memo Requests.

debit notes. order. This is centralized.. pro forma invoice. delivery)? Please describe in detail. A: In case of Customer service.AcceleratedSAP . Q: 6) Do customers have a predefined time when they receive invoices (billing schedules)? A: At the end of the month.3. freight [ ] Others Q: 14) In what cases can quantity differences occur between sales documents and billing documents? (for example. inflationary adjustments)? A: Q: 15) What are the reasons you would ever block a delivery from creating an invoice? A: Amount check. credit notes..for customer service. invoice. price changes. Q: 3) Which documents are your billing documents based on (e.5. Blueprint_All-SM10. redetermine the rest [ ] Copy prices. Credit note will be generated with reference to individual dealers' document.4. Q: 2) Are billing documents created individually (one billing document per sales order or delivery) or collectively (one or more billing document for several orders or deliveries)? A: Collective billing. Q: 8) What type of billing documents are created (e.Business Blueprint Q: 10) Which sales documents do you want to generated in resource-related billing? A: [ ] Debit-Memo Request Only [X] Debit and Credit Memo Request 1.g. this will be order related billing. redetermine freight [X] Redetermine taxes only [ ] Redetermine all prices including taxes. export invoice)? A: Credit note and Debit notes. Questions: Q: 1) Do you centralize or decentralize your settlement processing? Fixed Price Billing A: Yes. currency fluctuations. Q: 13) How are prices copied from sales documents to billing documents? A: [ ] Copy manual changes. taxes.doc 46 .g.

which gives the details of the Registration Blueprint_All-SM10. discounts. reference number)? A: [X] Purchase order no. immediately.AcceleratedSAP . Every month each Dealer sends the Free Service Coupons collected from the customers after providing the free service. [ ] Order number [ ] Delivery number [ ] External delivery number [ ] Current invoice number [X] Others Q: 21) What kind of payments do you receive from the customer? A: [ ] Cash [ ] Credit Card [X] Check [ ] Down payment [ ] Electronic Funds Transfer (EFT) [ ] Others Q: 32) Do you post actual revenues. after review)? A: Immediate.) A: 1. Q: 2) Does your company hire the services of external agents for rendering the free aftersales service? If yes. A summary statement. Q: 20) Which information is required for the accounting document (for example. Free Service Coupons Questions: Q: 1) Does your Company extend service (Free after-sales service) to the end users directly? A: No. how are the settled? A: HHML provide after-sales service to the customers (Owner of Motorcycles) through Authorised Service Centers managed by the Dealers.doc 47 . or allowances to your project? (If yes.5. consider the accounts and the implications for value categories in project reporting.g.Business Blueprint Q: 16) What types of text are required in your billing documents? Are they required on output? A: LR Number and date Q: 19) When do you want to post accounting for your sales invoices (e.

These Coupons are checked. Credit note is created dealer-wise in the legacy system. Q: 5) How many service materials have to be maintained for Free Service Coupon Settlement? List them. A: CD-100 CD-100 SLEEK CD-100 SPLENDOR STREET CBZ .Business Blueprint number. Q: 6) Who will input / decide the price of the Service Material? Does this price have Validity Period? A: This is decided by the Service HOD & Service V.AcceleratedSAP . as and when the change takes place. HHML process these coupons in the respective factory for settlement.6 Free Services .3 Free Services . Blueprint_All-SM10.P.6 Free Services Detailed Service Products are listed as per document C:/HHML/ Ser Products. counted and verified with the summary statement. Q: 4) Who checks the free service coupons before forwarding the same to finance department for settlement? A: Service Department personnel checks the free-service coupons in the respective factories before making credit memo in the system. (M&S). The credit note summary is sent to accounts department for updating the Dealer account. It is effective from a particular date until next revision. Q: 7) If Validity period has to be specified. what it would be ( for default value during creation of Pricing Conditions? A: Validity of the prices up to next revision. Q: 3) How does the Dealers send the free service coupons for redemption / reimbursement? A: The free service coupons are collected by the dealers and sent to HO every month along with the summary statement. Totals are made on the basis of Model and nature of service. Service / etc.) accompanies the bunch of free service coupons. It is then printed and sent to the dealer. Service Department checks the list and generate the Credit notes. Q: 8) Do you want to allow manual corrections in the price of Service Materials during Credit / Debit Memo Request Creation? A: No. Engine number.3 Free Services .3 Free Services .6 Free Services . Chassis number mileage and the nature of service (First Service / Sec. The free service coupons are destroyed after verification.doc 48 . Metro and Nonmetros have different rates for reimbursement.

Frame Number. • A Soft Copy of the above list in the required format. To keep track of motorcycle-wise service provided with details of KM Reading. Model-wise. Explanations of Functions and Events Dealers will send all the free service coupons as following: • Factory-wise. Each motorcycle undergoes 3 services (minimum) and 6 Services (Maximum).doc 49 . Requirements/Expectations To reimburse the Free service coupon to the Dealers. To keep track Dealer-wise free services rendered. • A hard-copy of the list of the above with Engine Number. etc. Q: 11) Does your Company prefer to keep record of Equipment-wise Free Service Record and Dealer who serviced? A: Yes.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS002- SS002-sapFSC. and executed.AcceleratedSAP . Counting and checking will be done as presently.doc 3. Blueprint_All-SM10. Servicing Dealer. 2. Q: 12) How would these entries be made in the system? (Manually or Electronically) A: Entries of free service coupons should be done electronically. Kilometer Reading. Q: 10) Do you combine / split Various Credit / Debit Memo Request into a single /multiple Credit / Debit memo? A: .Business Blueprint Q: 9) When is Credit Memo / Debit Memo created and who creates the same? A: Credit Memo is created by Service personnel after verifying and counting the free service coupons. 8. General Explanations Attachments: sapFSC. Nature of Service-wise Coupons bunched together. date of service. CI template: 1. Service Order would be created in the system as per Business Process / Customer Service / Repairs at Service Centers. Description of Functional Deficits HHML plans to make 1 million motorcycle every year.

Blueprint_All-SM10. 2) Service Plus Monitoring.AcceleratedSAP . "Z Transaction" and BDCs have to be made which will carry out all the update motorcycle-wise.Business Blueprint These means approximately 4 million services done by the dealer have to be captured. Other Processes . Service Order will be created in the system for the above. A number will be generated.doc 50 . 4) Service Excellence Awards. Standard way for this would be Service Notification. Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\FCS001. 2) Service Plus Monitoring. This would be too voluminous and load on the system because.xls 1.xls] FCS001. service-wise Free Services.1 Questions: Q: 1) What are the other processes. nature of service-wise will be available for each dealer. 4) Service Excellence Awards. Details would be as following: Dealer will give soft copy for the free service coupons in the format as per Xcel file "FSC002". as FSC reimbursement has to be made. The above transaction will be saved. 3) Pre-paid reply card. Based on the above transaction summation of Model-wise. which are covered in Customer Service Management? A: 1) Dealer service Review. Approaches to covering Functional Deficits A set of "Z Table". 6) Mega Service Camp. service orders have to be created for each notification. this transaction will be activated. This transaction will be called and checked for tally of actual coupon received. 5) Safety Programs. 3) Pre-paid reply card.6. 6) Mega service Camp CI template: 1. ZFSC will be run using the above transaction. 5) Safety Programs. Requirements/Expectations To do the following process in the system: 1) Dealer service Review. After checking. during which appropriate "Z Table" (ZFSC) will be updated as per the Xcel File FSC001. 9.

which would be covered outside Service management? A: Other processes which would be handled are as following: 1) Service Publications: 2) Service Capacity Enhancement: 3) Service MIS: CI template: 1. 8.IT team... 9. Consequences and Post-live support has to be by HHML .doc 51 . HHML steering committee has to confirm if the same has to be developed.2 Questions: Q: 1) What are the other processes related to Service Department. Other Processes . . .As per the hard copy received 2) Service Plus Monitoring.7. Special Organizational Considerations HHML to take decision. This requires Development. General Explanations 1) Dealer service Review. As-is process for these processes has to be documented for the same.Not covered in "As-is process". . if these transactions are to be captured.As per the "As-Is process .Not covered in "As-is process".doc 3. 1. Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS010sapprepaidcard. if these processes have to be addresses through SAP.Not covered in the "As-is process". 6) Service Mega Camp. 4) Service Excellence Awards..Business Blueprint 2. Approaches to covering Functional Deficits Complex "Z Programs" may have to be written. Explanations of Functions and Events Not covered in SAP Processes 5. 5) Safety Programs. as part of the development. Description of Functional Deficits No standard SAP transaction is available to capture these transactions.SS010" 3) Pre-paid reply card. Requirements/Expectations To cover the following processes as per "As-is Process" Blueprint_All-SM10.doc] SS010-sapprepaidcar d.Not covered in " As-is process".AcceleratedSAP .

doc [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS008service_publication1. Through MM module purchase cycle and cost booked to Service cost centre.doc] SS008service_public ation1.doc 3. 3) Service MIS: Required service reports would be generated through Standard SMIS.doc 52 . Wherever dealer management software reports are available. Explanations of Functions and Events 1) Service Publications: Through indents to purchase department for printing of Service booklets. the same would be utilised.AcceleratedSAP . General Explanations As covered in "As-is process Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS009sapservicemis. Blueprint_All-SM10. 2) Service Capacity Enhancement: To be worked out outside the system. Queries and tailor made reports.doc] SS009-sapservicemis .Business Blueprint 1) Service Publications: 2) Service Capacity Enhancement: 3) Service MIS: 2.

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