Concepts of SAP Warranty Management (WTY)

Christian Tappe, SAP Consulting

May 2012
The architecture of SAP standard is the basis for an integrated
warranty process

Customer Highlights
 In case of a customer complaint, your
company is in a sandwich between customer
and vendor.
 The claim is a business document in SAP
Your Company ERP which is deeply integrated in SAP ERP.

Your SAP ERP  Master data and other functions from other
modules are reused (SD-Pricing, message
determination etc.).
 Depending on the level in the value chain,
the customer can be a end-customer, a
dealer, an importer, and OEM, or a supplier.
Vendor

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The sandwich is repeated on each level of the value chain.

End-Customer

Importer

OEM

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Intercompany relations are important in Warranty Management.
End-Customer

Importer Importer

OEM

OEM
(=Original Equipment Manufacturer)

Supplier

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The value chain keeps on growing
End-Customer

OEM Importer

OEM

Importer

Supplier OEM

Supplier

Tier2-Supplier

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The complete value chain
Endkunde

OEM Vertriebsgesellschaft

OEM

Importer

Supplier OEM

Supplier

OEM

Tier2-Supplier Supplier

Tier2-Supplier

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Looking into the System

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There is 1 claim per damage on each level of the value chain

Customer
Processes with the Customer
Highlights
 SAP Warranty Management connects the
customer warranty process with the supplier
warranty process in one SAP-document:
The claim.

Processes with the Vendor

Vendor

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Looking into the system

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Transparency and automation for a lean process

Customer Prozessablauf
 Within one claim, inbound and outbound
processes can be processed for each
Outgoing to Incoming from partner.
Customer Customer  Within one categorie, there can be a
unlimited number of versions which
document the proceeding of a claim.
Incoming from Outgoing to  There is always one active version per
Vendor Vendor category and partner.

Vendor

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 Very im
portant
Transparency and automation for a lean process slide!

Customer Prozessablauf
 Within one claim, inbound and outbound
processes can be processed for each

OC IC partner.
 Within one categorie, there can be a
unlimited number of versions which
document the proceeding of a claim.
 There is always one active version per
IV OV category and partner.

Vendor

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Looking into the system

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 Please
view in
presen
tation
Transparency and automation for a lean process mode

Customer Prozessablauf
 Every version has its own pricing, and it can
either document the values which were
80 € Outgoing to Incoming from 100 € received from the customer or the decision
Customer Customer that is sent to the customer.
 Every step of the process can be automated
using the action concept.
Incoming from Outgoing to  Checking of the claims content and context
50 € 70 € are done by the Rule Engine.
Vendor Vendor

Vendor

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Looking into the system

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Looking into the system

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Looking into the system

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Technical, administrative and commercial data in one document

Customer Highlights
 There is a direct integration into FI and CO
Outgoing to Incoming from
 The technical process can be processed on
FI/CO FI/CO a commercial level.
Customer Customer
 The claim is the cockpit the for damage
case.

Incoming from Outgoing to

FI/CO FI/CO
Vendor Vendor

Vendor

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Invoice from customer or initial debit

Customer Highlights
 There is a direct integration into FI and CO
Outgoing to Incoming from
 The technical process can be processed on
FI/CO FI/CO a commercial level.
Customer Customer
 The claim is the cockpit the for damage
case.

Incoming from Outgoing to

FI/CO FI/CO
Vendor Vendor

Vendor

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Debit or credit to the customer

Customer Highlights
 There is a direct integration into FI and CO
Outgoing to Incoming from
 The technical process can be processed on
FI/CO FI/CO a commercial level.
Customer Customer
 The claim is the cockpit the for damage
case.

Incoming from Outgoing to

FI/CO FI/CO
Vendor Vendor

Vendor

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Sending an invoice to the vendor

Customer Highlights
 There is a direct integration into FI and CO
Outgoing to Incoming from
 The technical process can be processed on
FI/CO FI/CO a commercial level.
Customer Customer
 The claim is the cockpit the for damage
case.

Incoming from Outgoing to

FI/CO FI/CO
Vendor Vendor

Vendor

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Debit or credit from the vendor

Customer Highlights
 There is a direct integration into FI and CO
Outgoing to Incoming from
 The technical process can be processed on
FI/CO FI/CO a commercial level.
Customer Customer
 The claim is the cockpit the for damage
case.

Incoming from Outgoing to

FI/CO FI/CO
Vendor Vendor

Vendor

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Technical, administrative and commercial data in one document

Customer Highlights
 There is a direct integration into FI and CO
Outgoing to Incoming from
 The technical process can be processed on
FI/CO FI/CO a commercial level.
Customer Customer
 The claim is the cockpit the for damage
case.

Incoming from Outgoing to

FI/CO FI/CO
Vendor Vendor

Vendor

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Looking into the system

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The claim is talking to many other modules in ERP...

Highlights

SAP Warranty Management (WTY) uses all

kinds of master data in SAP…
 Customers / Vendors

technical
creation,
CO

 Material master

objects

Claim
 Prices (for sales and purchasing)
Posting

WTY

CS
 Equipments / Functional Locations / Vehicles
... and it also uses many functions from other
FI

modules (like pricing or message

Master Data Prod. determination) to tie all SAP documents for a
claim toghether.
ERP SD MM PP

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... and to your customers and vendors

Highlights
Dealer Portal EDI
 SAP-Standard contains a web-based
application called „Dealer Portal“. It is used
to communicate with your customers.
 Additionally, SAP-Standard contains

technical
creation,
CO

objects

Claim
warranty EDI-scenarios and BAPIs for
Posting

WTY communicating with external or internal

CS
partners.
FI

Master Data Prod.

ERP SD MM PP

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Using SAP Warranty Management simplifies the process...

...and it opens the door to many more functionality (not just claim processing):
 Recalls
 Reporting
 Dealer Portal
 Defect Part Handling
 Automated Processing and automated warranty checks and rules
 New service products  Extended Warranties and Service Contracts
 Integrated Supplier Recovery

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Thank You!
Christian Tappe
Senior Consultant
Consulting Automotive
SAP Deutschland AG & Co. KG
Hasso-Plattner-Ring 7
69190 Walldorf
M +49/160/889 6223
E christian.tappe@sap.com
http://www.sap.de