Question:
I'm still not convinced of using CS instead of self developed tables and transactions. So please clarifay my doubts...
About us:
We're using SAP R/3 4.6 C for about 2 years with modules SD, FI, CO, CO-PA, PP, MM. We are a manufactor of machines for road construction and maintenance. In addition to three core plants in germany we have 50 sales- and service points all over the world.
Up to now the service-processes are aided by SD and MS Access based applications, but we want to have a full integration within SAP R/3.
Now the questions I have:
1. Warranties
In SAP CS it is possible to create warranties, but these are only templates like warranty contracts I think. How is it possible to create and report on singular warranty claims?
we want to have the following:
- which warranty claim by which customer?
- which materials?
- which vendors?
- which machine type / product line?
- requested / approved warranty claims / amounts per claim?
2. Return of failure material
In addition to warranty claims we want to administer returned materials (with their symptons and failure causes), this with an integration to warranty claims and SD sales orders. Should we use Service Notifications for this?
3. Customer used products
Our products are identificated by their machine type and a running number (e.g. XYZ1-0012). The requierements we have in order to administer these isn't fulfilled by CS technical objects as far as I know.
The requiremenst are:
- Informations regarding the start-up of a machine
- Customer information regarding a machine (customer history, sales orders, warranty claims, material returns...)
- serial numbers including history (currently we are using an own table which is initially filled using the configuration and the serial number profil when created, in following sales orders we also have an integration using the serial number profile).
4. Conclusion
Is there a possible solution for this scenario using CS or should be better go on as we did until now. Using SD sales orders plus own defined tables and transactions?
Any help appreciated.
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Juergen Limbach
Answer:
Juergen,
It is a little difficult to comment based upon the general/basic information given (and would also take some considerable time).
However, many of the business process described below are used by existing CS customers.
SAP CAN support your requirements with a combination of PM and SD objects (equipment, notifications, service orders, sales orders, contracts etc). Some of the SAP standard functionality will not be suitable and additional user-exits and/or ABAP programs will be required.
A gap analysis process will enable you to determine the missing functionality for your business processes.
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Answer:
Hi
in 4.7 version, there and add on type of module for "warranty claims" processing. the tcode is "wty". you may want to check with SAP on how to get this one. In my previous project, we managed to do warranty claims with ztables and zprograms with service order and sale order combinations.
With custom programs and custom tables integrated with user exits and standard business transactions, u can do anything with SAP. The only catch is while you upgrade, you may face some problems.
Regards
Answer:
Thanks for our answer...
As an upgrade is not in discussion (we will go to ERP in 2007 earliest and then probably will use crm for service for the issue) I'm especially interested in the solution you've done with ztables and zprograms earlier.
Could you provide me with additional information?!
Thanks in advance
_________________
Juergen Limbach
Answer:
activate switch EA-ISE - Industry spec. Sales Enhancem. for warranty claim management - It is default with ext set 200
Answer:
Hi JurgenL
I am assuming you know the SM configuration.
One way to map this requirement using many standard functionalities, is to create a notification for each equipment whenever service is provided, enter failure codes etc. in notification, you can also enter the assembly which has failed in the equipment and other failure details through code/code group.
Create a service order from the notification. (this will be your cost collector). For supplying material free of cost under warranty to customer, create a sales order from the service order either through advance shipment or through the sales order button in the service order.
For Vendor Claim, create a PR/PO from the service order operation (external), have the PO release strategies set up. You can set up Service numbers and rates through model service specification. These service numbers can be selected in the service order operation depending on which services vendor has carried out. Create a service entry sheet , which will post the cost to service order. Invoice verification and payment process would be standard.
You can create a separate storage location in plant or create separate plant for broken parts. Typically the partner number can be defined as new Part number suffixed with say 'B'. You can PGR with reference to the service order.
This way you can link all the processes related to warranty and service.
Only flip side of this is you need to create a custom report as per your requirement using all linked info.
There may be many other ways you can map your requirement, say for example using Contract -> Notification -> Service Order -> PR/PO.
Hope this helps.
Regards
Answer:
Well the we currently do most of our service processes with SD / MM.
What CS in Release 4.6 lacks most is a suffiscient possiblity to manage our solved products (afaik the iBase from CRM is much more flexible) it gets complex very fast.
Therefore we alreay developed own tables, programs etc. (the machine master data will be transferable to CRM's iBase as we already checked with some consultants from SAP).
What we need to have in addition to this is handling of warranty claims includings the return of failure parts. Regarding this the standard setup of SAP's CS does not support the way we deal with warranties. In 90% cases our customers claim warranty / goodwill after spare parts were solved / a repair was given.
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Juergen Limbach