plm301 - business processes in customer service

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PLM301Business Processes in Customer

ServicemySAP ERP Sales and Services

Date

Training Center

Instructors

Education Website

Participant HandbookCourse Version: 2005 Q2Course Duration: 5 Day(s)Material Number: 50072716

An SAP course - use it to learn, reference it for work

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Copyright

Copyright © 2005 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without theexpress permission of SAP AG. The information contained herein may be changed without prior notice.

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

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Disclaimer

THESE MATERIALS ARE PROVIDED BY SAP ON AN "AS IS" BASIS, AND SAP EXPRESSLYDISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR APPLIED, INCLUDING WITHOUTLIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULARPURPOSE, WITH RESPECT TO THESE MATERIALS AND THE SERVICE, INFORMATION, TEXT,GRAPHICS, LINKS, OR ANY OTHER MATERIALS AND PRODUCTS CONTAINED HEREIN. INNO EVENT SHALL SAP BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL,CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY KIND WHATSOEVER, INCLUDINGWITHOUT LIMITATION LOST REVENUES OR LOST PROFITS, WHICH MAY RESULT FROMTHE USE OF THESE MATERIALS OR INCLUDED SOFTWARE COMPONENTS.

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About This HandbookThis handbook is intended to complement the instructor-led presentation of thiscourse, and serve as a source of reference. It is not suitable for self-study.

Typographic ConventionsAmerican English is the standard used in this handbook. The following typographicconventions are also used.

Type Style Description

Example text Words or characters that appear on the screen. Theseinclude field names, screen titles, pushbuttons as well asmenu names, paths, and options.

Also used for cross-references to other documentationboth internal (in this documentation) and external (inother locations, such as SAPNet).

Example text Emphasized words or phrases in body text, titles ofgraphics, and tables

EXAMPLE TEXT Names of elements in the system. These include reportnames, program names, transaction codes, table names,and individual key words of a programming language,when surrounded by body text, for example SELECTand INCLUDE.

Example text Screen output. This includes file and directory namesand their paths, messages, names of variables andparameters, and passages of the source text of a program.

Example text Exact user entry. These are words and characters thatyou enter in the system exactly as they appear in thedocumentation.

<Example text> Variable user entry. Pointed brackets indicate that youreplace these words and characters with appropriateentries.

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About This Handbook PLM301

Icons in Body TextThe following icons are used in this handbook.

Icon Meaning

For more information, tips, or background

Note or further explanation of previous point

Exception or caution

Procedures

Indicates that the item is displayed in the instructor�spresentation.

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ContentsCourse Overview ...... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Course Goals.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .viiCourse Objectives .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

Unit 1: SAP Navigation ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1SAP Interface ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2Using Help .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9User Specific Settings.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Unit 2: Overview of Customer Services ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Introduction to Customer Services .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Organizational Structures in SAP... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Master Data .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Unit 3: Technical Objects ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Technical Objects in Service ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Unit 4: Service Notification Processing: Helpdesk..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111Service Notifications.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Working With Service Notifications.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Unit 5: Service Order Processing: Field Service..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151Processing Service Orders .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153Creating Service Quotations ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223

Unit 6: In-House Repair Processing..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .239Processing Repair Orders ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240Repair and Return .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

Unit 7: Service Contract Processing..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .273Service Contracts Contents .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .274Service Products Overview... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .289

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Contents PLM301

Unit 8: Planned Service ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .319Task Lists in Customer Services... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320Maintenance Plans in Customer Service .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .328Scheduling in Customer Services .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .337

Unit 9: Analytics ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .349Service History .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .350Service Information System ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .359Business Information Warehouse .. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371

Appendix 1: MenuPath ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .381

Appendix 2: DataSheet for Exercises ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .389

Index ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .391

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Course OverviewIn this course, you will be able to use the SAPERP transactions for Customer Services.In addition, you will be able to describe how processes are represented and supportedin an SAPERP system. The course also enables you to list the evaluation optionsfor these services.

Target AudienceThis course is intended for the following audiences:

� Project team leaders� Members of the project team in charge of modeling the business processes in

customer services� Decision makers responsible for selecting an EDP-supported service system

Course PrerequisitesRequired Knowledge

� SAP01 (mySAP Overview)� SAP20 (mySAP Application Fundamentals)

Recommended Knowledge

� SAPPLM (mySAP PLM Overview)� Basic knowledge and experience of the business processes in service

Course GoalsThis course will prepare you to:

� Understand the Customer Service main process at a high level.� Apply the most important business processes within the services of your

company.� Integrate Customer Service with other SAP key capabilities� Provide recommendations concerning the system implementation.

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Course Overview PLM301

Course ObjectivesAfter completing this course, you will be able to:

� Perform SAPERP transactions for Customer Services� Identify how processes can be performed and supported in SAP system� Identify the integration with other SAP key capabilities� Describe the reporting and analysis tools available

SAP Software Component InformationThe information in this course pertains to the following SAP Software Componentsand releases:

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Unit 1SAP Navigation

Unit OverviewIn this unit, you will learn to log on and navigate an SAP system. You will also beable to identify the elements of a standard SAP system window. In addition, you willbe able to use help functions and personalize user settings.

Unit ObjectivesAfter completing this unit, you will be able to:

� Identify the steps to log on to an SAP system� Identify the elements of an SAP system and the SAP Easy Access screen� Identify the steps to access the Help menu� Identify the steps to access the SAP Library� Identify the different ways to personalize an SAP system

Unit ContentsLesson: SAP Interface .. .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2Lesson: Using Help... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Exercise 1: Using an SAP System ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Lesson: User Specific Settings ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Exercise 2: User-Specific Settings ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

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Unit 1: SAP Navigation PLM301

Lesson: SAP Interface

Lesson OverviewIn this lesson, you will learn the steps to log on to an SAP system. In addition, youwill be able to identify the interface elements of an SAP system.

Lesson ObjectivesAfter completing this lesson, you will be able to:

� Identify the steps to log on to an SAP system� Identify the elements of an SAP system and the SAP Easy Access screen

Business ExampleYour company has just implemented an SAP system. As an employee, you need tofamiliarize yourself with the SAP system interface and its elements.

Log on to an SAP system

Figure 1: Logging on to the System

The SAP systems are client systems. The client concept enables you to run severalseparate business operations at the same time on one SAP system. Each usersession can access data only on the client that you selected when you logged on.In organizational terms, a client is an independent unit in the system. Clients have

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PLM301 Lesson: SAP Interface

their data environment. As a result, they have their own user master and transactiondata, assigned user master records, and a chart of accounts. In addition, the clientshave specific customizing parameters.

To log on to the SAP system, you must have a user master record created for you forthe corresponding client. You must enter a password when you log on to the SAPsystem for access protection. The system does not display the password that you enter.

SAP systems are available in several languages. You can use the Language input fieldto select the logon language for each session.

Multiple logons are possible in SAP systems starting from Release 4.6. This is forsecurity and licensing reasons. A warning message appears if the same user attemptsto log on two or more than two times. This message offers the user three options:

� Continue with this logon and end any other logons in the system.� Continue with this logon without ending any other logons in the system (this

will be logged in the system).� Terminate this logon.

You can place your own text on the initial screen in a number of ways.

Note: For more information, see SAP Note 205487.

Figure 2: SAP Easy Access

After you log on to the SAP system, the standard entry screen called SAP Easy Accessis displayed. You navigate through the system using a tree structure.


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You can include an image, such as your company logo on the right side of theSAP Easy Access screen. This image can only be entered system-wide and is across-client setting. Assuming you have the appropriate authorization, you can find anextensive description of the necessary settings if you select Extras→ AdministrationInformation. It is important to note that this image is stored in the system andtransported to the SAP front end every time it is called by SAP Easy Access. Althoughthis transfer is compressed, the image for the initial screen should not exceed 20 KB.You can prevent this image from being called either by using the setting, Low SpeedConnection, in the SAPLogon program (see SAP Note 161053) or by deactivating theimage calling functionality by choosing Extras→ Settings.

SAP System Menus

Figure 3: Role-Based User Menu

A role describes the suitably defined number of activities in the system. The activitiesrepresent a range of functions that the users need for work. To enable its users towork with user-specific or position-related menus, user roles need to be set. Userroles can be set using Profile Generator of the SAP system. The authorization for theactivities listed in the menu options are also assigned to the users on the basis of theirroles. Predefined user roles from all the key capabilities are included in the standardsystem. Users who have been assigned a user role can choose between the user menuand the SAP standard menu. You can find the roles that are supplied in a standardSAP system if you select Other menu on the SAP Easy Access initial screen.


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Every user can personalize the initial screen using Favorites. You can create yourown Favorites list containing the transactions, reports, files and Web addresses thatyou use most often.

You can add favorites either by choosing Favorites or using the mouse to drag anddrop items onto the Favorites directory.

SAP Interface Elements

Figure 4: Elements of the Screen Layout


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The elements of the SAP system�s screen layout are:

� Command field: The command field, which is by default hidden, is used toaccess the business processes directly by entering the transaction code. You canfind the transaction code for an business processin the SAP Easy Access menu orin the appropriate business process by choosing System→ Status.

� Standard toolbar: The pushbuttons on the standard toolbar are found on everyscreen in an SAP system. Any pushbuttons that cannot be used in a particulartransaction grayed out. If you place your cursor on a pushbutton for a while,the system displays quick information text that explains the functions of thepushbuttons. The appropriate function key setting is also shown here.

� Application toolbar: Displays the functions available in the current application.� Checkboxes: Enable you to select several options simultaneously within a group.� Radio buttons: Allow you to choose exactly one item from a selection.� Tab page: Provides a clear overview of several information screens.� Status bar: Displays the information about the current system status, such as,

warning or error messages.� Other elements of the screen are:� Menu bar: The menus displayed on the screen depend on the business process

you are working on. The menus contain the cascading menu options.� Title bar: Displays the functions that are available for the user.

Figure 5: Selecting Functions


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You can call functions in the system in the following ways:

� Using the mouse to select:

� Menu option� Favorites� Entry in the SAP Easy Access menu

� Using the keyboard (Alt and the underlined letter in the appropriate menu option)� By entering a transaction code in the command field. A transaction code is

assigned to each function, but not every screen in SAP system. You can displaythe appropriate transaction code from each screen in the system. For example,to display the customer master data, enter /n and then, enter the appropriatetransaction code - /nsu3. To determine the transaction code, select System→Status. Additional input options include:

� /n: Ends the current transaction.� /i: Deletes the current session.� /osm04: Opens a new session and branches to the transaction specified,

(SM04).

The command field can also be called using keyboard commands. To do this, use thekeyboard combinations, Strg + Tab. The cursor moves from the current input field tothe next input field. You can use Tab to move within an input field group.

By entering search_sap_menu in the command field, you can display the menu pathsfor the required SAP transactions. You can also search for text strings.


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Lesson Summary

You should now be able to:� Identify the steps to log on to an SAP system� Identify the elements of an SAP system and the SAP Easy Access screen


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PLM301 Lesson: Using Help

Lesson: Using Help

Lesson OverviewThis lesson will help you to identify the Help menu of an SAP system. You willalso learn how to access the SAP Library.


� Identify the steps to access the Help menu� Identify the steps to access the SAP Library

Business ExampleYour organization has implemented the SAP system recently. You are familiar withthe screens and interface elements of the system. At times, you experience somedifficulty to access the system. To be able to resolve queries related to the system, youneed to access online help and the SAP Library.

Help Menu

Figure 6: Field Help: F1 and F4


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You can use F1 to display an explanation of the fields, menus, functions, andmessages. F1 Help also provides technical information on the relevant field. Thisincludes the parameter IDs, which you can use to assign values for your user, to inputthe fields for reference to the parameter IDs.

You can use F4 to view the possible input values. F4 can also be accessed for aselected field using the button shown on the right side of that field.

If input fields are marked with a checkmark icon, you can continue in that applicationonly if you enter a permitted value. You can identify many fields in an application aseither required entry fields or optional entry fields using transaction variants, screenvariants, or customizing settings.

Figure 7: Menus: System and Help

SAP system provide comprehensive online help. You can view the help from everyscreen in the system by selecting the menu option, Help. Alternatively, you canalso use the yellow question mark icon shown on the screen to display the helpdocumentation.

The Help menu consists of the following menu options:

� Application Help, which is context-sensitive� SAP Library� Glossary


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SAP Library

Figure 8: SAP Library

The SAP Library enables you to access help documentation in HTML and performefficient full-text searches. You can access the SAP Library quickly and easily usingthe SAP Service Marketplace. In the SAP Service Marketplace, you can access theSAP Help Portal in the Knowledge and Training section.

You can also take advantage of these options within your own company if the SAPLibrary is installed on your systems.

You can access the SAP Help Portal at http://help.sap.com.


http://help.sap.com

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Exercise 1: Using an SAP System

Exercise ObjectivesAfter completing this exercise, you will be able to:� Log on to an SAP system� Find the transaction codes� Access the SAP Library� Use F1 Help to find field information� Use F4 Help to search for possible field entries

Business ExampleAny new user of an SAP system can navigate through the system using this function.The user can also access the various types of online help and can carry out commandswith which the user may not be familiar. The user can navigate through the SAPsystem using menu paths and transaction codes.

Task 1:Logging on to the system

1. Select the appropriate system for this training course. Use the client, user name,initial password, and logon language specified by the instructor. When loggingon for the first time, a window appears in which you must enter your newpassword two times. Make a note of the following:

Client:______ User:__________ Password:__________ Language:______

Task 2:1. What is the maximum number of sessions (windows in the SAP system) you can

have open simultaneously?

Number:_______________________

Task 3:1. Identify the functions and find the transaction codes that correspond to the

following menu paths in the SAP standard menu:

Tools→ Administration→Monitor→ System Monitoring→ User Overview

Name of function:_________________________________________Continued on next page


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Transaction:_____________________________________________

Task 4:Using Help

1. If you choose Application help in the SAP Easy Access initial screen (Helpmenu), which area of the SAP Library does it take you to?

2. Use the system menu or transaction code, SU3, to call the user data maintenancefunction. Call F1 Help for various input fields. Use Technical Information tofind the parameter ID for the field Logon language.

Display F4 Help for the field Logon language. What is the language code forUkranian?

3. In the status bar, display the transaction code for the transaction you are currentlyin.


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Solution 1: Using an SAP SystemTask 1:Logging on to the system

1. Select the appropriate system for this training course. Use the client, user name,initial password, and logon language specified by the instructor. When loggingon for the first time, a window appears in which you must enter your newpassword two times. Make a note of the following:

Client:______ User:__________ Password:__________ Language:______

a) Log on to the system indicated by the instructor and change your password.

Task 2:1. What is the maximum number of sessions (windows in the SAP system) you can

have open simultaneously?

Number:_______________________

a) To open and close sessions, choose

System→ Create session(or use the appropriate pushbutton) and System→ Delete session.

The maximum number of sessions you can have open simultaneously issix, depending on your system settings.

Task 3:1. Identify the functions and find the transaction codes that correspond to the

following menu paths in the SAP standard menu:

Tools→ Administration→Monitor→ System Monitoring→ User Overview

Name of function:_________________________________________

Transaction:_____________________________________________

a) To find the transaction code, choose System→Status. These functionnames and transaction codes correspond to the menu paths.

Transaction SM04 for function User list

Continued on next page


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Task 4:Using Help

1. If you choose Application help in the SAP Easy Access initial screen (Helpmenu), which area of the SAP Library does it take you to?

a) The unit Getting Started appears with the information required when usingSAP Easy Access.

2. Use the system menu or transaction code, SU3, to call the user data maintenancefunction. Call F1 Help for various input fields. Use Technical Information tofind the parameter ID for the field Logon language.

Display F4 Help for the field Logon language. What is the language code forUkranian?

a) The Logon language field is found in the Fixed values tab page. Use F1Help and select Technical info to see the parameter ID for this field inthe string, SPR.

Proceed as explained in the exercise. The language code for Ukrainianis UK.

3. In the status bar, display the transaction code for the transaction you are currentlyin.

a) In the status bar, use the pushbutton to select the display option yourequire and choose Transaction. For each of the transactions you call, theappropriate transaction code appears on the status bar for the session.


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Lesson Summary

You should now be able to:� Identify the steps to access the Help menu� Identify the steps to access the SAP Library


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Lesson: User Specific Settings

Lesson OverviewIn this lesson, you will be able to identify different ways to personalize an SAP system.


� Identify the different ways to personalize an SAP system

Business ExampleYour company has implemented an SAP system recently. You are familiar with thevarious interface elements of the system. You are also comfortable using the onlinehelp and SAP library. However, you need to personalize the settings on the system foryour convenience. For example, you may want to alter the layout of your initial screenby switching off the image displayed on the right side of the SAP Easy Access screen.

Personalizing User Settings

Figure 9: User-Specific Personalization


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PLM301 Lesson: User Specific Settings

The end user can personalize the system in many ways. Some of the ways are:

� You can alter the layout of your initial screen by selecting Extras→ Settings. Forexample, when you switch off the image in the right side of the window, you candisplay the technical names (transaction codes) in the SAP Easy Access menu.

� You can activate the Quick Cut and Paste function under Customizing oflocal layout. Under Options, you can influence the reaction time of the quickinformation that appears when you move your mouse over an icon or pushbutton.

� You can define your personal default values by selecting System→ User profile→ Own data. When doing so, you can choose between the tab pages, Address,Defaults, and Parameters.

The procedure to set Parameters is explained here:

Parameters: In this, you can set the defaults for frequently used input fields. To beable to set a default value for a field, it must have been assigned a parameter ID first.

The procedure to find the parameter ID: Go to the field for which you want to set adefault value. Select F1 Help and then choose Technical Info. The system displays anInformation window that contains the relevant parameter ID under the heading, FieldData, as long as the field has been assigned a parameter ID.

Figure 10: Personalizing the Frontend with GuiXT


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SAP systems offer numerous options for settings and adjustments:

� Define default values for input fields� Hide screen elements� Deactivate screen elements. You can do this by, for example, defining transaction

variants.


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Exercise 2: User-Specific Settings

Exercise ObjectivesAfter completing this exercise, you will be able to:� Set a user parameter for a field� Set the user defaults� Maintain your favorites� Select a start transaction of your choice

Business ExampleYour company has implemented an SAP system recently. You are comfortable usingthe various interface elements, online help functions, and SAP Library. You need tocustomize the settings, such as increase the reaction time of the quick info that appearswhen you move your mouse over an icon or pushbutton.

Task 1:Defining user-specific settings by using System→ User Profile→ Own Data.

1. Set your logon language to the value used for this course.

2. Set the decimal notation and date format of your choice.

Task 2:Defining your favorites:

1. Insert at least one new folder under the Favorites folder.

2. Add any two of your favorite transactions to the corresponding folders.

3. Add the Internet address http://www.sap.com with the text �SAP Homepage.�

Task 3:Setting a start transaction using the Extras menu.

1. Enter a transaction of your choice as the initial transaction. You will then need tolog off and log on again for the change to take effect.

Note: If desired, you can change the initial transaction back to thedefault value simply by deleting the transaction code that you entered.


http://www.sap.com

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Solution 2: User-Specific SettingsTask 1:Defining user-specific settings by using System→ User Profile→ Own Data.

1. Set your logon language to the value used for this course.

a) To define the logon language, go to the user settings (System→ Userprofile→ Own data) and goto the tab page Fixed values. Enter thelanguage of your choice.

2. Set the decimal notation and date format of your choice.

a) See the previous task.

Task 2:Defining your favorites:

1. Insert at least one new folder under the Favorites folder.

a) To add favorites to your favorites list, create a folder: Favorites list→Insert folder. Enter a name for the folder. You can create as many foldersas you require. You can move folders using the drag and drop function.

2. Add any two of your favorite transactions to the corresponding folders.

a) To create favorites, select specific applications (transactions) in the menutree of the standard menu, that are your favorites (those applications thatyou use daily).

Select an application and then choose Favorites list→ Add favorites toadd entries to your favorites lists. You can move favorites into folders laterby choosing Favorites→ Move. You can move folders using the dragand drop function.

3. Add the Internet address http://www.sap.com with the text �SAP Homepage.�

a) Add Internet addresses by selecting Favorites→ Add other objects



http://www.sap.com

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Task 3:Setting a start transaction using the Extras menu.

1. Enter a transaction of your choice as the initial transaction. You will then need tolog off and log on again for the change to take effect.

Note: If desired, you can change the initial transaction back to thedefault value simply by deleting the transaction code that you entered.

a) Choose Extras→ Set start transaction.

Enter the transaction you require and choose Enter. Notice the systemmessage on the status bar indicating that your selected transaction has beenset as the start transaction.

Note: To change back to the SAP Easy Access as the initialscreen, follow the menu path again, delete the transaction code andselect Enter. The next time you log on, SAP Easy Access will bethe initial screen.


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Lesson Summary

You should now be able to:� Identify the different ways to personalize an SAP system


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PLM301 Unit Summary

Unit SummaryYou should now be able to:� Identify the steps to log on to an SAP system� Identify the elements of an SAP system and the SAP Easy Access screen� Identify the steps to access the Help menu� Identify the steps to access the SAP Library� Identify the different ways to personalize an SAP system


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Unit Summary PLM301


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PLM301 Test Your Knowledge

Test Your Knowledge

1. You are logged on to an SAP system from your computer. Your team member isnew to your company and currently does not have access to the SAP system.You will be able to log on to the SAP System from his computer using yourlogon information.Determine whether this statement is true or false.□ True□ False

2. You can use the screen to navigate throughthe system using a tree-like structure that can be adapted to suit your ownrequirements.Fill in the blanks to complete the sentence.

3. You are logged on to the SAP system. Application Help can be used at all timesof your session to view the information about the significant interface elements.Determine whether this statement is true or false.□ True□ False

4. You are a new user to an SAP system and access it over the internet. Youremployer has asked you to collect some information about various SAPcomponents. The easiest and quickest way to search for information related toSAP components is using .Fill in the blanks to complete the sentence.

5. System→ User Profile→ Own data can be used to define the default values.Determine whether this statement is true or false.□ True□ False


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Test Your Knowledge PLM301

Answers

1. You are logged on to an SAP system from your computer. Your team member isnew to your company and currently does not have access to the SAP system.You will be able to log on to the SAP System from his computer using yourlogon information.

Answer: True

Multiple logons have been logged in SAP System.

2. You can use the SAP Easy Access screen to navigate through the system using atree-like structure that can be adapted to suit your own requirements.

Answer: SAP Easy Access

3. You are logged on to the SAP system. Application Help can be used at all timesof your session to view the information about the significant interface elements.

Answer: True

Application help for an SAP system is context-sensitive.

4. You are a new user to an SAP system and access it over the internet. Youremployer has asked you to collect some information about various SAPcomponents. The easiest and quickest way to search for information related toSAP components is using the SAP Library.

Answer: the SAP Library

5. System→ User Profile→ Own data can be used to define the default values.

Answer: True

One of the possibilities to personalize the settings for your system is to selectthe System→ User Profile→ Own data menu path. This path enables youto define the personal default values.


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Unit 2Overview of Customer Services

Unit OverviewIn this unit, you will learn about significant business processes in customer service.In addition, you will also identify various organizational units and structures in SAP.You will also be able to list the organizational elements relevant for service. Finally,you will learn about types of master data required for customer services and howto organize it.


� Explain Customer Services categories� Identify Customer Services business processes offered by SAP� Define organizational units� Identify the organizational structures in SAP� Identify the types of customer master data� Explain the use of the material master

Unit ContentsLesson: Introduction to Customer Services .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30Lesson: Organizational Structures in SAP ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Lesson: Master Data .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Exercise 3: Master Data .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51


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Unit 2: Overview of Customer Services PLM301

Lesson: Introduction to Customer Services

Lesson OverviewIn this lesson, you will get an overview of customer services. You will identify thevarious business processes in customer service. In addition, you will learn about thevarious Customer Services offered by SAP.


� Explain Customer Services categories� Identify Customer Services business processes offered by SAP

Business ExampleYour company aims at maintaining relationships with its internal and external partners.The service department of the company helps to achieve the same. As a servicetechnician in the company, you need to be aware of the various customer services.

What are Customer Services?

Figure 11: Service - Service Categories


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PLM301 Lesson: Introduction to Customer Services

Under Services, various services are provided for the customer. The servicedepartment is a part of the overall enterprise organization through which the companymaintains relationships with various internal and external partners.

Service categories are distinguished according to whether the service providers areinternal or external companies. They can also be distinguished according to whetherthe services are performed for the company itself or for another company.

This course deals with Customer Service, which means the services provided tocustomers by a company.

Services supported::

� Helpdesk: Recording, processing, and forwarding of incoming customer requests� Assembly of technical objects on site at the customer end� Repair of customer devices by field service technicians on site at the customer

end� Dispatch of spare parts to the customer� Warranty and Claim Processing� In-house service repair processing� Service Contract Processing� Regular inspection and preventive maintenance of customer devices at the

service center or at the customer site

Services can be agreed in a contract or provided without contractual cover. In addition,you can represent all other types of services, such as cleaning, consulting, and trainingusing customer services.


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Figure 12: Service - Process

The customers are service recipients. They can own technical assets and equipmenton which services are performed.

The service provider concludes outline agreements with the customer, in whichparticular services are agreed. If the customer requires a service, the customer reportsthe requirement or enters a request. For extensive work, the service provider issuesa quotation.

The provision of services is triggered by the customer using the purchase order. Forless extensive work, the first three steps are the same.

The service provider plans the work and the resources required. For example,personnel, material, utilities. If necessary, work is requested from vendors or therequired materials are ordered from a vendor. After the work is complete, the serviceprovider issues an invoice.

The process is completed when the customer makes payment.


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Figure 13: Range of Solutions Offered by SAP

SAP provides cross-industry and industry-specific solutions for the process-orientedrepresentation of business cases. The solutions contain a combination of keycapabilities and Netweaver components selected in line with a specific business aim.

Figure 14: Solution Map for Service

The Sales and Service key capability addresses the customer focusing processes likeselling products and services and providing aftermarket services. It enables salesorganizations to manage the sales cycle, sales and service orders and the subsequentactivities.


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Within Sales and Service are five main processes: Sales Order Management,Aftermarket Sales and Service, Professional-Service Delivery, Global Trade Services,and Incentive and Commision Management.

Sales Order Management focuses on the sales cycle. Professional-Service Deliveryincludes project planning and execution for professional services.

In this course we will focus on the main process of Aftermarket Sales and Service,which we will also refer to as service or customer service throughout the course.

Although the name of the main process is changing within mySAP ERP, the menupaths which we will be using remain within Logistics and Customer Services.

Figure 15: Customer Services - Menu Path Elements

Technical serviceable items: The functions are available here to represent thetechnical systems and equipment installed at the customer site.

Service Processing includes:

� Service notifications - Used to enter and process customer inquiries or problems.� Service orders - Used to plan, execute and settle the work for the customer.� Sales orders - Used for the delivery of goods and returns processing.� Billing - Used for the creation of invoices.


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Service agreements include:

� Contracts - Used as long-term agreements with the customer.� Warranties - For the technical objects sold.� Maintenance planning - For the execution of repetitive work.� Work scheduling - To prepare or describe work that occurs frequently.

Customer interaction center: For integrating telephones, to process customerinquiries.

Solution database: To find solutions to problems

Information system: For operational analysis for service


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Lesson Summary

You should now be able to:� Explain Customer Services categories� Identify Customer Services business processes offered by SAP


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PLM301 Lesson: Organizational Structures in SAP

Lesson: Organizational Structures in SAP

Lesson OverviewIn this lesson, you will learn about organizational units. In addition, you will alsoidentify the organizational structures in SAP.


� Define organizational units� Identify the organizational structures in SAP

Business ExampleYour company aims at providing customer services which involve integrationwith processes in financials, human capital management, purchasing and logisticsexecution, as well as sales and service processes. As a service technician of yourcompany, you should be aware of the various organizational elements relevant forthose key capabilities.

Module-wise Organizational Structures

Figure 16: Organizational Structure - Financial Accounting


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Figure 20 shows the following elementary organizational units of financial accounting:

Chart of accounts: Structured list of general ledger accounts. The chart of accountsmay be assigned to one or more company codes.

Company code: Structures the enterprise as a legally independent unit. The companycode provides a frame for financial accounting and the respective closing operations.

Business area: You can assign a business area to each document line item. The term,business area, in an SAP system indicates the subdivision of an enterprise according tofinancial accounting criteria. Examples of subdivisions in business areas are productdivisions or departments. Unlike the company code, the business area is used in theinternal decision-making process. Internal balance sheets can be created at any timethrough the business area to identify the profit and loss for areas of responsibility.

The business area can be derived from organizational units in purchasing, productionor sales and service. For example, a business area can be derived by combining theplant, sales area, and division.

Figure 17: Organizational Structure - Management Accounting

Figure 21 shows the following elementary organizational units of ManagementAccounting:

Controlling area


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A controlling area is the organizational unit within a company, for which complete,self-contained cost accounting can be executed. A controlling area can consist of oneor several company codes that operate in different currencies. All related companycodes must use the same operational chart of accounts. All intra-enterprisal allocationtransactions represent the objects of the same controlling area only.

Operating concern

The operating concern is the part of the group for which a standardized segmentationof the sales market exists. A result is identified for individual segments that aredescribed by classifying characteristics, such as article grouping, customer group,country, and distribution channel, with contrasting sales and revenues. The segmentsare thus called profitability segments. Several controlling areas can be assigned tothe profitability segment.

Profit center

The profit center is one of the schedule lines of the company that serves internalcontrol.

Figure 18: Organizational Structure - Procurement and Logistics Execution

A plant is an organizational element within a company. It is a company storagelocation at which goods are manufactured and readied for distribution, and whereservices are provided. A plant is always assigned to a company code.

Valuation of materials can be based on company codes or plants. The company codeor plant is the valuation area.

A purchasing organization is an organizational unit that procures materials andservices for one or more plants or company codes. It also negotiates the purchasingconditions.


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Storage locations are organizational units, which enable you to differentiate thematerial stocks within a plant. The units can also be the number of vehicles thatbelong to field sales representatives.

Figure 19: Organizational Structure - Sales

A sales organization is responsible for the sales and distribution of goods andservices. It can be structured regionally or according to products. Each salesorganization is assigned to a company code, which means a company.

A distribution channel is the path through which goods and services reach thecustomer.

A division represents a grouping of the products to be sold. Each material to besold is assigned to a division.

A sales area is a combination of a sales organization, distribution channel, anddivision. When the system is configured, the permitted sales areas are defined.


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Organizational Structures in Customer Services

Figure 20: Organizational Units

Organizational units can be divided generally according to functional or regionalaspects. More precisely, they can be divided according to special project groups.This depends on the individual company.

Organizational units must be linked together in an organizational structure. Thelinks are used to create the hierarchical structure of a company.

Organizational units are linked to cost centers from accounting.

Example:

The example in the figure above shows the organizational unit Service as a superiorobject to the subordinate objectsManagement, Internal service, and External service.


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Figure 21: Organizational Structure - Service

The service center and each service branch can be defined as plants. A plant maypossess the planning plant characteristic.

A planning plant is a plant in which the services are planned and scheduled. It neednot be the plant that performs the services. Each service order is assigned to exactlyone planning plant. Notice that several performing plants can be involved in a serviceorder.

As far as centralized planning is concerned, there is only one planning plant, butseveral plants perform the services. However, in decentralized planning, eachplanning plant is also a performing plant.

The planners or stock planners can be combined into planner groups. Such groupsthat perform services are defined as work centers within a plant.

The plant represents the location of these work centers and one or more employees orpeople can be assigned to each work center.


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Lesson Summary

You should now be able to:� Define organizational units� Identify the organizational structures in SAP


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Lesson: Master Data

Lesson OverviewIn this lesson, you will learn about customer master data. In addition, you will identifymaterial master and its use in Customer Services. Finally, you will learn about workcenters in service.


� Identify the types of customer master data� Explain the use of the material master

Business ExampleYour company provides various customer services and maintains several types ofmaster data for service. As a service technician of your company, you should be awareof the different data that are needed to be maintained for the services offered.

Types of Master Data for Customer Services

Figure 22: Customer Master


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PLM301 Lesson: Master Data

The customer master is subdivided into general data, sales area, company code data.

The general data is relevant for sales financial accounting. It is defined centrally,which means it is client-specific, to avoid data redundancy. It is valid for all theorganizational units within a client.

The sales area data is relevant for sales is valid for the sales area, such as salesorganization, distribution channel, and division.

The company code data is relevant for financial accounting and is valid for thecompany code.

The customer master consists of the entire data that is required to process orders,deliveries, invoices, and payments.

Figure 23: Material Master

The material master represents the central source for a company for calling up datathat is specific to a material. It is used by all of the logistics business processes in theSAP system.

The integration of all the material data into a database object solves the problem ofdata redundancy. The data saved can be used by all the areas, such as purchasing,inventory management, materials planning, and service.


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The data contained in the material master is required for the following operations:

� Purchasing data for purchase order processing.� Inventory management data for posting of goods movements physical inventory

management.� Financial accounting data for material valuation.� Materials planning data for material requirements planning.� Describing services we sell

Due to the fact that the different areas or departments of a company work with amaterial, the areas define different information for a material, the data in a materialmaster record is structured according to the particular area to which it belongs. Asa result, each area has its own view of the material master record and is responsiblefor maintaining this data.

The data maintained within one view can be valid for different organizational levels.

� Service material/service product

� Description of services in order or contract� Typing structuring of technical objects

� Material serial number� Material as construction type� Material as bill of material item

� Component planning

� Spare parts - sales order� Components for service order

Material master records are used for different purposes in Service.

Service materials or service products are used to describe services that are providedfor the customer. The service products can be entered in the items of a sales order or acontract, in the header data for a service order.

Materials can be fixed, configured, or be configurable. An individual descriptionof the service features for configurable materials is made possible by characteristicvaluation in the order. With regard to the configured materials, the characteristicvalues are connected to the material master.


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When managing technical objects, material numbers can be enhanced with serialnumbers to track individual units. Material numbers are used as a construction typeto describe the type of customer equipment. Alternatively, material master recordscan be used to structure the technical objects more accurately as assemblies spareparts in bill of material items.

In service processing, materials are used to describe the components, which are sentto the customer. To execute the work, other components must be withdrawn from thewarehouse or procured directly from a vendor.

Figure 24: Work Centers in Service

The people or groups of people that perform the service activities are defined as workcenters in the system. They are entered as themain work center in the header data ofa service notification or service order.

Exactly one performing work center is entered in each internal processing operationfor a service order.


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Figure 25: Contents of Work Center Master

The basic data for the work center contains general data including description, type,person responsible, and location.

The default values contain the data that is copied to the operation data when the workcenter is entered in an order or task list operation.

The available capacity, which is the labor time available each day, is defined in thecapacity data. The shifts or labor times are also defined here. This information isused during capacity planning scheduling of service orders.

You can find the formula to calculate the operation duration the unit of time for laborin the scheduling data.

Each work center is assigned to exactly one cost center. A default activity type is alsoentered in the �Costing� view.

One or more personnel numbers or positions from Human Capital Management canbe assigned to the work center. The assignments are used to select personnel in theservice order operations. Qualification requirements profiles, which are used to definethe requirements for a suitable employee at this work center, can also be assigned.

Time-based assignments include shift schedule assignments, costing, and links toobjects from the personnel system.


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Figure 26: Personnel Master

Personnel data from the employee master record is saved in logical groups accordingto the content. These are info types. For example, the address of an employee consistsof the town, street, house number. This information is saved in the Addresses info type.

You can use info types to describe or define the different features attributes of anobject. The different info types are identified by a name four-digit key.

General information types, such as, 0001 or 0002, are available whether or not theHuman Capital Management key capability has been implemented.

In Service, personnel numbers can be assigned to technical objects documents inthe partner overviews.

You can also assign personnel in the work center master record in the operationsfor service orders.


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Exercise 3: Master Data

Exercise ObjectivesAfter completing this exercise, you will be able to:� Display the customer, material, and task list master records� Describe the master record contents

Business ExampleYour company is a service provider and delivers services for different customers. Toachieve this, the company needs to maintain customer data. As a service technician,you should know how to create material master data that are used to represent theservices, device types, and replacement parts.

Task 1:Displaying the customer master record

1. You need information about your customer, Hitech. Display the customer masterrecord for customer, T-CSD##. (## = Your place number). Display the salesareas for the customer and select the following sales areas:

Sales organization: 1000

Distribution channel: 14

Division: 00

2. Determine the following data from the area, General data:

Postal code and city:

____________________

3. Determine the following data from the area, Sales area data:

Price group for price determination:

____________________

4. Terms of payment

5. Bill-to Party



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Task 2:Displaying material masters

1. Display the material master for the material, T-FSN##.

Select the following views:

Basic data 1

Sales: Sales organization data 1 and 2

Sales: General/plant data

Accounting 1

Plant stock

Enter the following organizational levels:

Plant: 1200



2. Display the following data:

Material description:

_____________________

Base unit of measure:

_____________________

Division:

_____________________

3. Outbound delivery plant:

_____________________

4. Serial number profile:

____________________

5. Price control:

____________________

Current valuation price:

____________________



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6. Plant stock for unrestricted use:

____________________

Task 3:Display the work center master record for the work center, PC-SERV in plant 1200.


Work center type:

____________________

Task list usage:

____________________


Work center category:

____________________

Task list usage:

____________________

3. Default control key:

____________________

4. Operating time and capacity:

____________________

5. Cost center:

____________________

Default value, activity type, internal processing:

____________________

6. Number of people assigned to the work center:

____________________


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Solution 3: Master DataTask 1:Displaying the customer master record

1. You need information about your customer, Hitech. Display the customer masterrecord for customer, T-CSD##. (## = Your place number). Display the salesareas for the customer and select the following sales areas:



Division: 00

a) Logistics→ Sales and Distribution→Master Data→ Business Partner→Customer→ Display→ Sales and Distribution (VD03)

Field name or data type ValuesCustomer T-CSD##

Customer�s sales areas

In the overview, select the second line and press Enter twice.

2. Determine the following data from the area, General data:

Postal code and city:

____________________

a)

Field name or data type ValuesPostal code 21017Location Hamburg

3. Determine the following data from the area, Sales area data:

Price group for price determination:



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____________________

a) Choose Sales area data and then the view, Sales.

Field name or data type ValuesPrice group 01 (Bulk buyer)

4. Terms of payment

a) Billing document

Field name or data type ValuesTerms of payment ZB01(14 days 3%; 30/2%; 45 net)

5. Bill-to Party

a) Partner functions

Field name or data type ValuesPartner function BP(Bill-to Party) Customer T-CSD##

Task 2:Displaying material masters

1. Display the material master for the material, T-FSN##.

Select the following views:

Basic data 1

Sales: Sales organization data 1 and 2

Sales: General/plant data

Accounting 1

Plant stock

Enter the following organizational levels:

Plant: 1200




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a) Logistics→ Customer Service→ Management of Technical Objects→Material→ Display (MM03)

Field name or data type ValuesMaterial T-FSN##

Choose Enter or Select view(s).

Select the views Basic data 1, Sales Org Data 1, Sales Org Data 2,

Sales Gen./Plant data, Accounting 1 and Plant stock and press Enter.

Next, enter the organizational data:

Field name or data type ValuesPlant 1200Sales organization 1000Distribution channel 14

Enter

Use Enter to display the next selected view.


Material description:

_____________________

Base unit of measure:

_____________________

Division:



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_____________________

a) Basic data 1

Field name or data type ValuesMaterial description Maxitec-R 3100 personal computerBase unit of measure PC (piece)Division 07 (High Tech)

3. Outbound delivery plant:

_____________________

a) Sales: Sales organization 1

Field name or data type ValuesDelivering plant 1200 (Dresden)

4. Serial number profile:

____________________

a) Sales Gen./Plant

Field name or data type ValuesSerial number profile SM01 (serial profile SM)

5. Price control:

____________________

Current valuation price:

____________________

a) Accounting 1

Field name or data type ValuesPrice control S (standard price)Standard price (= current valuationprice)

see amount



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6. Plant stock for unrestricted use:

____________________

a) Plant stock

Field name or data type ValuesUnrestricted use stock 9 pieces

Task 3:Display the work center master record for the work center, PC-SERV in plant 1200.


Work center type:

____________________

Task list usage:

____________________

a) Logistics→ Customer Service→ Service Processing→ Environment→Work Centers→ Work Center→ Display (IR03)

Field name or data type ValuesPlant 1200Work center PC-SERV

Enter


Work center category:

____________________

Task list usage:



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____________________

a) Basic data

Field name or data type ValuesWork center category 0003 (person)Usage 004 (maintenance task lists only)

3. Default control key:

____________________

a) Default values

Field name or data type ValuesControl key SM01 (Service � internal)

4. Operating time and capacity:

____________________

a) Capacities

Capacity header data

Field name or data type ValuesOperating time 8.5 hoursCapacity 42.5 hours

Back

5. Cost center:

____________________

Default value, activity type, internal processing:



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____________________

a) Costing

Field name or data type ValuesCost center 4100 (technical service � 1)Activity type internal processing 1410 (repair hours)

6. Number of people assigned to the work center:

____________________

a) Link to HR assignment

Expand sub-tree.

There are five positions each with one person assigned to the work center.


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Lesson Summary

You should now be able to:� Identify the types of customer master data� Explain the use of the material master


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Unit Summary PLM301

Unit SummaryYou should now be able to:� Explain Customer Services categories� Identify Customer Services business processes offered by SAP� Define organizational units� Identify the organizational structures in SAP� Identify the types of customer master data� Explain the use of the material master


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Test Your Knowledge

1. A solution contains a combination of key capabilities and Netweaver componentsselected in line with a specific business aim.Determine whether this statement is true or false.□ True□ False

2. Mention the criteria to distinguish service categories.

3. Organizational units can be divided generally according to functional aspects orspecial project groups.Determine whether this statement is true or false.□ True□ False

4. is the path through which goodsservices reach the customer.Fill in the blanks to complete the sentence.

5. The customer master is subdivided into general data and sales data.Determine whether this statement is true or false.□ True□ False

6. The integration of all the material data into a single database object solves theproblem of .Fill in the blanks to complete the sentence.


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Answers

1. A solution contains a combination of key capabilities and Netweaver componentsselected in line with a specific business aim.

Answer: True

A solution contains a combination of key capabilities and Netweaver componentsselected in line with a specific business aim.

2. Mention the criteria to distinguish service categories.

Answer: Service categories can be distinguished according to two criteria:Whether the service providers are internal or external companies.Whether the services are performed for the company itself or for anothercompany.

3. Organizational units can be divided generally according to functional aspects orspecial project groups.

Answer: True

Organizational units can be divided generally according to functional aspects orspecial project groups.

4. Distribution channel is the path through which goods services reach the customer.

Answer: Distribution channel

5. The customer master is subdivided into general data and sales data.

Answer: False

The customer master is subdivided into general data, sales area data, andcompany code data.

6. The integration of all the material data into a single database object solves theproblem of data redundancy.

Answer: data redundancy


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Unit 3Technical Objects

Unit OverviewThis unit will help you to identify various technical objects, such as material serialnumbers, equipment master record, functional locations, bills of material, and types ofwarranty in Customer Services.


� Identify the types of technical objects and their hierarchies� Identify the functions of material serial numbers� Describe an equipment master record� Describe a functional location� Identify the use of bills of materials� Identify a warranty and its types

Unit ContentsLesson: Technical Objects in Service .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Exercise 4: Material serial numbers and equipment .. . . . . . . . . . . . . . . . . . . . . . . 81Exercise 5: Functional Locations.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91Exercise 6: Warranties... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101


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Unit 3: Technical Objects PLM301

Lesson: Technical Objects in Service

Lesson OverviewThis lesson will help you identify various technical objects, such as material serialnumbers, an equipment master record, a functional location, bills of material, andtypes of warranty in Customer Services.


� Identify the types of technical objects and their hierarchies� Identify the functions of material serial numbers� Describe an equipment master record� Describe a functional location� Identify the use of bills of materials� Identify a warranty and its types

Business ExampleYour organization has technical systems and devices for which services must beperformed. As an employee of your organization, you must be aware of the varioustechnical objects used for Customer Services.


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PLM301 Lesson: Technical Objects in Service

Types of Technical Objects

Figure 27: Types of Technical Objects

There are four types of technical objects:

Functional locations are elements in a technical structure and represent the areas of asystem at which objects can be installed. You can subdivide technical structuresaccording to functional, process-oriented, or spatial criteria.

Pieces of equipment are individual objects that are to be regarded as autonomousunits.

Serial numbers are given to materials to differentiate them from other items.They enable the pieces of material to be regarded as individual items. Inventorymanagement can be carried out for serial numbers.

Assemblies are used to structure functional locations and pieces of equipmentextensively. These are considered as BOM items and not as individual items.

Functional locations, pieces of equipment, and serial numbers can be used asreference objects for service notifications and service orders. Assemblies can be usedonly in relation with a piece of equipment or functional location.

You can use different types of technical objects individually or as a combination.


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Material Serial Numbers

Figure 28: Serial Numbers

A material master record contains all the data required to define and manage amaterial. This can be used to describe a certain asset or a device category. Notice thatit does not enable you to identify individual items of this particular category. For thisreason, the system offers you serial number management. Serial numbers enableyou to track the individual items for a given material number.

This, in turn, enables you to perform inventory management for individual pieces.

The combination of material and serial number is always unique. You can assign asmany serial numbers to a material number as necessary. The same serial numbermay occur for different material numbers.

The serial number can be used to represent and track the Company�s own serialnumbers or the those of the manufacturer. If no serial number exists, you can use anumber of your choice as the serial number.


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When you create master records for serial numbers, it is possible, as of SAP R/3Enterprise, to to ensure that serial numbers and equipment numbers are the samefor a material.

� Serialization of a material enables you to track objects individually.

� Serial numbers are tracked throughout different business transactions:

� All goods movements� Sales orders� Delivery notes

� Serial numbers can be entered as reference objects in:

� Service notifications� Service orders� Service contracts� Maintenance items

Serialization characteristics are controlled by the serial number profile. Eachmaterial master record can be assigned to a serial number profile in the plant data.

Depending on how the serial number profile has been set, serial numbers are optionalor mandatory for goods movements in addition to the material number.

This enables you to track the current stock information for each serial number.

Notice that you can also specify serial numbers in sales orders and deliveries. Forexample, the serial number can be created automatically during goods issue fordelivery. This produces a serial number master record containing information aboutthe material number, serial number, and customer number. The delivery and goodsissue document appear in the serial number history.

In service processing for contracts and maintenance items, you can describe thetechnical objects affected by specifying the respective serial numbers.


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Equipment

Figure 29: Equipment and Serial Numbers

An equipment master record is created for each serial number. Depending on theserial number profile, either only the serial data view is visible or all the views of theequipment master are visible.

Stock information such as plant, storage location, batch, special stocks, or customeris located in the serial data view. You can also display the serial number historyhere. You can also find all the documents to which the serial number is assigned here.

A function that enables you to install and dismantle pieces of equipment withsimultaneous goods movement exists. Using this function, you can execute thefollowing in one step. You can dismantle an installed piece of equipment from a piece


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of equipment or a functional location and simultaneously put it away in a storagelocation. Alternatively, you can remove a piece of equipment from storage and installit in a piece of equipment or a functional location.

� Equipment are defined as independent objects or technical systems� Equipment can be categorized as:

� Customer devices� Production resources� Means of transport� Test and measurement equipment� Production resources and tools� Buildings, property� Systems, system parts� Vehicles

A piece of equipment is an individual, independent, object or technical system atwhich technical services are performed.

Pieces of equipment can be used to show individual objects such as engines, pumps,or vehicles, but can also be used by complete technical systems or components ofthese systems.

When equipment are created, the system can automatically assign the equipmentnumber through internal number assignment. Alternatively, this number can beassigned by the user, that is, external number assignment.

Despite their independent character, pieces of equipment can also show hierarchies.An equipment hierarchy is created when a piece of equipment is assigned to asuperior piece of equipment. The equipment hierarchy can have an unlimited numberof levels.

In addition to direct creation of equipment, automatic creation of equipment masterrecords from sales orders and asset/technical system master records is also supported.

� When do you create a piece of equipment? When you need:

� Management of individual data� Recording of service tasks� Recording of object-related costs and revenues� Evaluation of technical data� Recording of usage time


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You should always create an equipment master record for a technical object if:

� Individual data is to be managed for the object.� Breakdown, preventive, or planned service tasks are to be performed at an object

and must be recorded.� Technical data for this object has to be collected and analyzed over a long period

of time.� The costs and revenues of service tasks have to be tracked for this object.� Records of the installation locations are required for this object.

Figure 30: Equipment Master Record

The equipment master data contains the General, Location, Organization, Structure,and Sales and Distribution views. The General, view includes class, object type,technical data, reference data, and manufacturer data. The Location view includeslocation data and address. The Organization view includes account assignment andresponsibilities. The Structure includes higher-level functional location, higher-leveland lower-level equipment, and finally the Sales and Distribution view includessales area assignment.


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You can also create the views, Serial data, Warranties, Partners, Configuration, andClassification. The Partners view is used for assignment to internal and externalpartners, Configuration, the link to a configurable material with characteristicvaluation, and Classification, that is used assignment to one or more classes withcharacteristic valuation, in the equipment master record.

You can assign documents, such as technical drawings, measuring points, andcounters, to enter service and condition data in the form of measurement documents.You can also assign permits, necessary to perform work on the equipment, and whichare copied to service orders for the equipment.

Finally, you can define the data that is required to use the equipment as a productionresource or tool.

You can customize the views for equipment master data.

Functional Locations

Figure 31: Functional Location

A functional location is a multi-level, hierarchical structure, which can be structuredaccording to spatial criteria, such as workshop, technical criteria, such as productionline, or functional criteria, such as heating system. A functional location normallyrepresents an entire system, building, or a part of the system or building.


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The numbers or labels for functional locations can be structured hierarchically,and organizations can determine the structure according to their internal criteria.The structure indicator determines how the structure is represented by functionallocation numbers. Number assignment is always performed by the user, which isexternal number assignment.

Equipment can be installed and dismantled at functional locations. The installationtimes, which means the time intervals, can be reconstructed from the perspective ofa functional location (equipment usage periods), as well as a piece of equipment(usage lists).

You can aggregate key figures from inside a functional location hierarchy in theinformation system. You cannot do this for equipment hierarchies.

� When do you create a functional location?

� Performance of service tasks� Recording of service tasks

� Data collection over longer periods of time� Tracking of costs and revenues� Effect of usage conditions on the likelihood of damage to the installed

equipment?

You should structure your customer systems with the help of functional locations if:

� You want to display your system or operational structures from a functionalperspective.

� Service tasks are to be performed for the individual areas of the system oroperational structure, which should be recorded.

� Technical data is to be collected and evaluated for individual areas of thestructure over a longer period of time.

� The costs and revenues of service tasks are to be tracked for individual areasof the structure.

� You want to analyze the effect of usage conditions on the likelihood of damageto the installed equipment.


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Figure 32: Master Record for Functional Location

The functional location master record contains the views, General, for class, objecttype, technical data, reference data, and manufacturer data, Location, for location dataand address, Organization, for account assignment and responsibilities, Structure,for higher-level functional location, higher-level, and lower-level equipment, andSales and Distribution for sales area assignment.

You can also create the views,Warranties and Partners, for assignment to internalor external partners, and Classification, for assignment to one or more classes withcharacteristic valuation, in the master record for the functional location.

You can assign documents, such as technical drawings, measuring points andcounters, to enter service and condition data as measurement documents. You canalso assign the permits necessary to perform work at the functional location andcopied to service orders for the functional location.

You can customize the views for the functional location master record.


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Bills of Material

Figure 33: Service Bills of Material

Bills of material can be used for the following purposes:

� Functional location BOMs to represent the structure of functional locations.This is useful if pieces of equipment are installed at the functional location.

� Equipment BOMs to represent the structure of pieces of equipment.� Material BOMs: The material represented by the BOM is used as a construction

type for functional locations or pieces of equipment, or as an assembly.� BOMs can have any number of levels. Notice that each BOM is valid for one

or more plants.

Bill of material use defines in which key capabilities, such as production, sales, plantmaintenance, or service, a BOM is used.

Each BOM item is assigned to an item category:

� Stock items for stocked materials� Non-stock items for non-stocked materials� Free text Documents. For example, drawings.


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Warranty

Figure 34: Warranty Types

A warranty is a vendor commitment to a purchaser of a product, that the product, orparts of it, fulfill particular requirements for a particular period of time, or for a defineduse. If this is not the case, the vendor is committed to replace or repair the product.

When amaster warranty is created, the warranty type is used to establish whether itis a customer, manufacturer, or vendor warranty.

The warranty check is performed in the same way for both types of warranty.

Figure 35: Structure of Master Warranty


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Warranties are first created as master warranties, independently of the referenceobject.

A master warranty is structured as follows:

� The warranty header contains the warranty type, descriptive text, and theclassification option.

� The warranty items contain the services that are included or excluded in thewarranty. The services can be described using a text or service/material number.

� Warranty counters can be stored for each warranty item. These are validitycriteria that are defined as a period or performance counter. The warrantycounters can be linked to one another using an AND-link. Both the conditionsmust be fulfilled or an OR-link must exist, which states that one of the conditionsmust be fulfilled.

You can assign a master warranty to any number of serial numbers, equipment, andfunctional locations.

Figure 36: Object-Related Warranty

You can assign a customer master warranty and a vendor master warranty in themaster records for the serial number, equipment, or functional location.

Information about the dates for the warranty is entered during the assignment. TheValid from date must be entered when an assignment is made to the master warranty.The Valid from and Valid to dates can be entered without assigning a master warranty.

In the case of warranty, counters that provide information on performance, such asoperating hours, distance, a measuring point that has the same characteristic as thewarranty counter, must be assigned in the object master record.


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The inheritance indicator specifies whether the master warranty or warranty periodcan be inherited from the next highest technical object in the hierarchy level orwhether it can be passed on to subordinate objects. Both the inherited warranties andthe warranties for the technical object are displayed during inheritance.

Object Hierarchies

Figure 37: Object Hierarchies

Object hierarchies can be represented in the following way:

Functional location hierarchies to structure functional locations.

Equipment installed at functional locations

Equipment hierarchies to structure equipment.

BOMs that are directly assigned to the piece of equipment, which is an equipmentBOM, or indirectly as a material BOM for the construction type.

In this example, the piece of equipment, PC, is installed at the functional location,Administration. The functional location, Production, has two subordinate functionallocations: Line 1 and Line 2. The piece of equipment Lathe is installed in line 1. Thesubordinate pieces of equipment, Engine and Hydraulics, belong to the lathe. The lathehas a BOM, which contains the item, Gearbox, and two subordinate items, Shaft andWarehouse. The equipment, Engine, has a BOM with the items, Casing and Carbon.


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Installations are an alternative way to structure technical objects. You can useinstallations to create a multilevel structure that consists of installation components,which can be functional locations, pieces of equipment, material numbers, or withoutserial numbers, documents, or other installations. You have the option to createinstallations with reference to a sales order item as a copy of the sales order, BOM,or from a serialized assembly.


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Exercise 4: Material serial numbers andequipment

Exercise ObjectivesAfter completing this exercise, you will be able to:� Display material serial numbers and equipment master records� Describe the contents of material serial numbers and equipment master records� Create equipment master records and construct equipment hierarchies

Business ExampleYour organization sells technical systems and equipment to a customer. You alsoprovide technical services for these technical objects. In some cases this may involvetechnical objects that the customer has purchased from other vendors, but on whichyou are carrying out services.

Task:Displaying material serial numbers

You have received a problem notification for the material T-FSN##. You may haveto replace the part.

1. Stock overview

Display the stock overview for the material T-FSN##. This will enable you todetermine if additional parts are available in your inventory.

How much stock in the plant 1200, warehouse 0001, is available for unrestricteduse?

Which material serial numbers are contained in this stock?

2. Displaying stock data

Display serial number, 2, for the material, T-FSN##. Check the following stockdata:

Plant:

Storage location:

System status:

3. Displaying the serial number master record



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The problem notification indicates serial number 1, for this material. Displayserial number, 1, for your material, T-FSN##. This is not in stock so you willneed to use the Serial Number Display transaction. Find the following data:

Equipment type:__________________________

System status:___________________________

Equipment number:________________________

Sold-to party:___________________________

Display the serial number history and use the delivery document flow to definethe number of the sales order with which this item was sold.

4. A problem has arisen for the equipment with the equipment number T-CSE1##.

Display the master record for this equipment.

Review the following data:

Description:_____________________________

System status:___________________________

Model Number: ___________________________

5. Find the following information for your equipment on the Organization tab.

Company code:______________

Main work center:___________

Catalog profile:_____________

6. Find out where your equipment is located within a technical structure by viewinginformation on the Structure tab.

Functional location:_____________

Lower-level equipment:____________

7. Find the sales-relevant information about your equipment on the Partners andSales and Distribution tabs.

Sold-to party:____________________

Person responsible:_______________

Sales organization:_______________

8. Create equipment

Create a type, S, equipment with the number EQUI1##.Continued on next page


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Enter the following data: Description: Printer

Planning plant: 1200

Sold-to party: Customer number T-CSD##

Ship-to party: Customer number T-CSD##



Division: 00

Save the equipment master record.

9. Create a type, S, equipment with the number EQUI2##.

Enter your equipment, EQUI1##, as a reference. Copy all sub-objects.

Change the description to Printer control unit.

Assign the equipment to the superior equipment EQUI1## to create anequipment hierarchy.

What system status does the equipment have as a result of this installation?



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Solution 4: Material serial numbers andequipmentTask:Displaying material serial numbers

You have received a problem notification for the material T-FSN##. You may haveto replace the part.

1. Stock overview

Display the stock overview for the material T-FSN##. This will enable you todetermine if additional parts are available in your inventory.

How much stock in the plant 1200, warehouse 0001, is available for unrestricteduse?

Which material serial numbers are contained in this stock?

a) Stock overview

Logistics→ Customer Service→ Management of Technical Objects→Material→ Stock Overview (MMBE)

Field name or data type ValuesMaterial T-FSN##

b) Execute

Field name or data type ValuesColumn �Unrestricted use� 9 pieces

c) Select the line for the plant or storage location and choose Environment→Equipment/Serial Number

Serial numbers 2-10 are in stock.

2. Displaying stock data

Display serial number, 2, for the material, T-FSN##. Check the following stockdata:

Plant:



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Storage location:

System status:

a) In the serial number list, select serial number 2 and choose Details.

Field name or data type ValuesPlant 1200 (Dresden)Storage location 0001 (Materiallager)System status ESTO (in the warehouse)

3. Displaying the serial number master record

The problem notification indicates serial number 1, for this material. Displayserial number, 1, for your material, T-FSN##. This is not in stock so you willneed to use the Serial Number Display transaction. Find the following data:

Equipment type:__________________________

System status:___________________________

Equipment number:________________________

Sold-to party:___________________________



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Display the serial number history and use the delivery document flow to definethe number of the sales order with which this item was sold.

a) Logistics→ Customer Service→ Management of Technical Objects→Serial Numbers→ Display (IQ03)

Field name or data type ValuesMaterial T-FSN##Serial Numbers 1

Enter

Field name or data type ValuesEquipment Category S (customer equipment)System status ECUS(At customer site) INST

(Installed)Equipment see field contentSold-to party Customer T-CSD##

b) Choose History to define the sales order number. Select the deliverydocument (brown color) and choose Document. In the delivery overview,choose Document flow. The first sales order document of the type Standardorder appears.

4. A problem has arisen for the equipment with the equipment number T-CSE1##.

Display the master record for this equipment.

Review the following data:

Description:_____________________________

System status:___________________________



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Model Number: ___________________________

a) Logistics→ Customer Service→ Management of Technical Objects→Equipment→ Display (IE03)

Field name or data type ValuesEquipment T-CSE1##

Enter

Field name or data type ValuesDescription Network serverSystem status INST (Installed)Model number NSV 54111

5. Find the following information for your equipment on the Organization tab.

Company code:______________

Main work center:___________

Catalog profile:_____________

a) Organization tab

Field name or data type ValuesCompany code 1000 (IDES)Main work center PC-SERV (TS Technician

North) /plant 1200Catalog profile PC

6. Find out where your equipment is located within a technical structure by viewinginformation on the Structure tab.

Functional location:_____________



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Lower-level equipment:____________

a) Structure tab

Field name or data type ValuesFunctional Location TCST##-ADMI (Hitech

administration)Subordinate equipment T-CSE2## (modem)

7. Find the sales-relevant information about your equipment on the Partners andSales and Distribution tabs.

Sold-to party:____________________

Person responsible:_______________

Sales organization:_______________

a) Partners tab

Field name or data type ValuesSold-to party Customer T-CSD##Person responsible Personnel number 1522 (Stephan

Bergler)

b) Sales and Distribution tab

Field name or data type ValuesSales organization 1000 (Germany, Frankfurt )

8. Create equipment

Create a type, S, equipment with the number EQUI1##.

Enter the following data: Description: Printer



Ship-to party: Customer number T-CSD##


Distribution channel: 14Continued on next page


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Division: 00


a) Logistics→ Customer Service→ Management of Technical Objects→Equipment→ Create (IE08)

Field name or data type ValuesEquipment EQUI1##Equipment category S

Enter

Field name or data type ValuesDescription Printer

b) Organization tab

Field name or data type ValuesPlanning plant 1200

c) Partner tab

Field name or data type ValuesFunction Sold-to party Ship-to partyPartner T-CSD##

d) Sales and Distribution tab

Field name or data type ValuesSales organization 1000Distribution channel 14Division 00

e) Save

9. Create a type, S, equipment with the number EQUI2##.



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Enter your equipment, EQUI1##, as a reference. Copy all sub-objects.

Change the description to Printer control unit.

Assign the equipment to the superior equipment EQUI1## to create anequipment hierarchy.

What system status does the equipment have as a result of this installation?


a) Logistics→ Customer Service→ Management of Technical Objects→Equipment→ Create (IE08)

Field name or data type ValuesEquipment EQUI2##Equipment category SReference equipment EQUI1##

b) Enter

In the dialog box, choose Continue

Field name or data type ValuesDescription Printer control unit

c) Choose the Structure tab and then choose Change Installation Location.

Field name or data type ValuesSuperequipment EQUI1##

d) Confirm

The staus ASEQ (Allocated To Superior Equipment) was assigned whenyou installed your new equipment under your original equipment.

Save


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Exercise 5: Functional Locations

Exercise ObjectivesAfter completing this exercise, you will be able to:� Describe the contents of functional location master records� Create functional locations and construct functional location hierarchies� Install equipment in functional locations

Business ExampleYour customer has large technical system structures in which assets or technicalsystems and devices are installed.

Task:Displaying a functional location

1. Your colleagues are concerned with the Hitech administration building, andwould like to know how you have structured this in the SAP system. For thisreason, you display the data.

Display the functional location with the number TCST##-ADMI.

Find the following data:

2. Description: __________________

System status: _________________

3. Business area: __________________

4. Structure indicator: _________________

Superior functional location: ________________

Is equipment installation allowed? _____________

Installed equipment: __________________

5. Sold-to party: _________________

6. You want to establish which additional functional locations form a part of thisstructure.

To do this, call up the structure list for the functional location. Choose Levelsabove and Expand whole to see the complete object hierarchy.



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For ease of understanding, display the entire structure as a graphic.

7. Creating functional location master records

A new branch of Hitech Corp., London, has been assigned to your area. Create afunctional location structure to monitor the service activities for this branch.

Call up the function Create functional location. Select the structure indicator,SERV2, and choose the icon Refresh screen. This ensures that the defaultsettings are correct for the edit mask and hierarchy levels.

Create a type S functional location with the number FLOC##.

Enter the following data:

Description: Hitech Corp., London

Create an individual address for the functional location.





Division: 00

Save the functional location master record.

8. Create a subordinate functional location

The shipping center should be a subordinate functional location. Create a type Sfunctional location with the number FLOC##-SHIP and the structure indicatorSERV2.

Enter your functional location FLOC## as a reference. Copy all subobjects.

Change the description to Hitech London shipping center.

Which functional location is defaulted as superior (based on the functionallocation number)?


9. Install equipment

The printer that you have already created as equipment needs to be installed atthe shipping center so it can be used to print shipping documents. Change theequipment EQUI1## and install it at functional location FLOC##-SHIP.

10. Display the technical object structureContinued on next page


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Check that the structure you have created is correct. Call up the structure displayfor the functional location FLOC##.

Display the four levels below. Display the functional location hierarchy, installedequipment, and the equipment hierarchy.


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Solution 5: Functional LocationsTask:Displaying a functional location

1. Your colleagues are concerned with the Hitech administration building, andwould like to know how you have structured this in the SAP system. For thisreason, you display the data.

Display the functional location with the number TCST##-ADMI.


a) Logistics→ Customer Service→ Management of Technical Objects→Functional Location→ Display (IL03)

Field name or data type ValuesFunctLocation TCST##-ADMI

b) Enter

2. Description: __________________

System status: _________________

a)

Field name or data type ValuesDescription Hitech administrationSystem status CRTE (created)

3. Business area: __________________

a) Organization tab

Field name or data type ValuesBusiness area 8000 (external services)

4. Structure indicator: _________________

Superior functional location: ________________

Is equipment installation allowed? _____________



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Installed equipment: __________________

a) Structure tab

Field name or data type ValuesStrIndicator SERV2 (service 2)Superior functional location TCST## (Hitech)InstallSpecs Equipment installation allowedInstalled equipment T-CSE1##

5. Sold-to party: _________________

a) Partner tab

Field name or data type ValuesRole Sold-to partyPartner Customer T-CSD##

6. You want to establish which additional functional locations form a part of thisstructure.

To do this, call up the structure list for the functional location. Choose Levelsabove and Expand whole to see the complete object hierarchy.

For ease of understanding, display the entire structure as a graphic.

a) Click on the icon Structure list

Select the icons Levels above and Expand Whole.

Goto→ Graphics

7. Creating functional location master records

A new branch of Hitech Corp., London, has been assigned to your area. Create afunctional location structure to monitor the service activities for this branch.

Call up the function Create functional location. Select the structure indicator,SERV2, and choose the icon Refresh screen. This ensures that the defaultsettings are correct for the edit mask and hierarchy levels.

Create a type S functional location with the number FLOC##.

Enter the following data:



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Description: Hitech Corp., London

Create an individual address for the functional location.





Division: 00


a) Logistics→ Customer Service→ Management of Technical Objects→Functional Location→ Create (IL08)

Field name or data type ValuesStrIndicator SERV2

b) Refresh screen

Field name or data type ValuesFunctLocation FLOC##FunctLocCat. S

c) Enter

Field name or data type ValuesDescription Hitech Corp., London

d) Location tab

In the screen area Address, choose the icon Create. Enter the address andchoose Copy.

Organization tab

Field name or data type ValuesPlanning plant 1200



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e) Partner tab

Field name or data type ValuesRole Sold-to partyPartner Customer T-CSD##

f) Sales and Distribution tab


g) Save

8. Create a subordinate functional location

The shipping center should be a subordinate functional location. Create a type Sfunctional location with the number FLOC##-SHIP and the structure indicatorSERV2.

Enter your functional location FLOC## as a reference. Copy all subobjects.

Change the description to Hitech London shipping center.

Which functional location is defaulted as superior (based on the functionallocation number)?



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a) Logistics→ Customer Service→ Management of Technical Objects→Functional Location→ Create (IL08)

Field name or data type ValuesFunctLocation FLOC##-SHIPStrIndicator SERV2FunctLocCat. SCopy from FunctLocation FLOC##

b) Enter.

In the dialog box, choose Continue

Field name or data type ValuesDescription Hitech London Shipping Center

c) Structure tab

The superior functional location FLOC## is defaulted.

Save

9. Install equipment



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The printer that you have already created as equipment needs to be installed atthe shipping center so it can be used to print shipping documents. Change theequipment EQUI1## and install it at functional location FLOC##-SHIP.

a) Logistics→ Customer Service→ Management of Technical Objects→Equipment→ Change (IE02)

Field name or data type ValuesEquipment EQUI1##

b) Enter

Choose the Structure tab and then choose the icon Change InstallationLocation.

Field name or data type ValuesFunctLocation FLOC##-SHIP

c) Confirm

Save

10. Display the technical object structure

Check that the structure you have created is correct. Call up the structure displayfor the functional location FLOC##.

Display the four levels below. Display the functional location hierarchy, installedequipment, and the equipment hierarchy.

a) Logistics→ Customer Service→ Management of Technical Objects→Functional Location→ Structural Display (IH01)

Field name or data type ValuesFunctional Location FLOC##Display levels below 4

b) Select Location hierarchy, Equipment Installed, and Equipment hierarchy,then choose Execute


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Exercise 6: Warranties

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a master warranty� Assign a master warranty to the technical object

Business ExampleYour organization provides warranties for the technical objects that have been sold.These warranties cover a range of services within the warranty period.

Task:Creating and assigning master warranties

You want to create a master warranty for customer devices. This is a standardwarranty that you can assign to various different technical objects. Assignmentactivates the warranty.

1. Creating a master warranty

Create a master warranty with the following details:

Text: 1 year for all delivered items

Warranty type: Customer warranty

Text for the first service item: All spare parts, without installation

Enter the warranty counterWARRANTY_TIME and the counter value 1 year.

Save the master warranty.

What number is assigned? _________________

2. Assigning a master warranty to a piece of equipment

Assign the master warranty that you have just created to equipment T-CSE2##as a customer warranty.

The warranty is valid from the first day of this month. The warranty should alsobe passed on to subordinate objects.

There is no provision for inheritance from superior objects.

Save the changes.


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Solution 6: WarrantiesTask:Creating and assigning master warranties

You want to create a master warranty for customer devices. This is a standardwarranty that you can assign to various different technical objects. Assignmentactivates the warranty.

1. Creating a master warranty

Create a master warranty with the following details:

Text: 1 year for all delivered items

Warranty type: Customer warranty

Text for the first service item: All spare parts, without installation

Enter the warranty counterWARRANTY_TIME and the counter value 1 year.

Save the master warranty.



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What number is assigned? _________________

a) Logistics→ Customer Service→ Service Agreements→ Warranties→Master Warranty→ Create (BGM1)

Leave the Master Warranty field blank.

Enter

Field name or data type ValuesMaster warranty - text 1 year for all delivered itemsWarranty type Customer warrantyServices - text All spare parts, without installation

Select the row that contains the service and select the Counter tab.

Field name or data type ValuesWarranty counter WARRANTY_TIMEWarranty counter value 1

Save

Number of master warranty: See system message.

2. Assigning a master warranty to a piece of equipment

Assign the master warranty that you have just created to equipment T-CSE2##as a customer warranty.

The warranty is valid from the first day of this month. The warranty should alsobe passed on to subordinate objects.

There is no provision for inheritance from superior objects.



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Save the changes.

a) Logistics→ Customer Service→ Management of Technical Objects→Equipment→ Change (IE02)

b)


c) Enter

Warranty tab

Field name or data type ValuesCustomer warrantyBegin guarantee First day of current monthMaster warranty Number of your master warranty

d) Delete the flag Inherit Warranty

Save


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Lesson Summary

You should now be able to:� Identify the types of technical objects and their hierarchies� Identify the functions of material serial numbers� Describe an equipment master record� Describe a functional location� Identify the use of bills of materials� Identify a warranty and its types


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Unit Summary PLM301

Unit SummaryYou should now be able to:� Identify the types of technical objects and their hierarchies� Identify the functions of material serial numbers� Describe an equipment master record� Describe a functional location� Identify the use of bills of materials� Identify a warranty and its types


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Test Your Knowledge

1. Define equipment.

2. A functional location is created if you want to see the pieces of equipment thatwere installed.Determine whether this statement is true or false.□ True□ False

3. List the ways in which the object hierarchies can be represented.

4. State the criteria to create an equipment master record.

5. State the BOM item assigned to an item category.


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6. Describe the structure of a master warranty.

7. Serialization characteristics are controlled by the.

Fill in the blanks to complete the sentence.


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Answers

1. Define equipment.

Answer: A piece of equipment is an individual, independent, complex fixedasset at which technical services are performed.

2. A functional location is created if you want to see the pieces of equipment thatwere installed.

Answer: True

A functional location is created if you want to see the pieces of equipment thatwere installed.

3. List the ways in which the object hierarchies can be represented.

Answer: Object hierarchies can be represented in the following way:

� Functional location hierarchies to structure functional locations� Equipment installed at functional locations� Equipment hierarchies to structure equipment� BOMs that are directly assigned to the piece of equipment as an equipment

BOM, or indirectly, as a material BOM for the construction type.

4. State the criteria to create an equipment master record.

Answer: An equipment master record for a technical object can be createdwhenever:

� Individual data is to be managed for the object� Breakdown, preventive, or planned service tasks are to be performed at an

object and must be recorded� Technical data for this object has to be collected and analyzed over a long

period of time� The costs and revenues of service tasks have to be tracked for this object� Records of the installation locations are required for this object


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5. State the BOM item assigned to an item category.

Answer: Each BOM item is assigned to an item category:

� Stock items for stocked materials� Non-stock items for non-stocked materials� Free texts� Documents, such as drawings

6. Describe the structure of a master warranty.

Answer: The warranty header contains the warranty type, descriptive text,and the classification option.The warranty items contain the services that are included or not in the warranty.The services can be described using a text, or service/material number.Warranty counters can be stored for each warranty item.

7. Serialization characteristics are controlled by the serial number profile.

Answer: serial number profile


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Unit 4Service Notification Processing:

Helpdesk

Unit OverviewIn this unit, you will learn about the components and functions of service notifications.You will also learn the steps to create, process, and complete service notifications.


� Define the functions of a service notification� Identify the types of service notifications� Identify a notification structure� Identify the structure and the use of catalogs� Determine the tasks in service notification� Select and process notifications� Complete tasks and notifications� Identify the types of documents in Customer Service

Unit ContentsLesson: Service Notifications .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Exercise 7: Simple Notification Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117Lesson: Working With Service Notifications.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125

Exercise 8: Notification Receipt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .133Exercise 9: Notification Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139Exercise 10: Notification Completion .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143


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Unit 4: Service Notification Processing: Helpdesk PLM301

Lesson: Service Notifications

Lesson OverviewIn this lesson, you will identify the various functions of service notifications. Inaddition, you will identify the types of notifications and the different elements of aservice notification.


� Define the functions of a service notification� Identify the types of service notifications� Identify a notification structure

Business ExampleYour organization receives complaints from its customers regarding the defects thathave arisen with their devices. As an administrator, you can use a service notificationto record the problems.

Components of Service Notifications

� The customer calls and reports a problem.� A helpdesk employee records the problem.� If the employee cannot solve the problem, he or she then forwards it.� The case is completed once the problem has been solved.

� Entry of incoming customer service requests.� Access to information on:

� Customer� Object� Contracts� Warranties

� Initiation and monitoring of follow-up actions.� Technical completion confirmation of services (back reporting).� Description of a serviceable item�s condition.� Documentation.


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PLM301 Lesson: Service Notifications

The person entering the notification can display the following information:

� Customer/contact person master record.� Sales summary.� Technical reference object master record.� Structure of the technical reference object with superior/subordinate objects.� Object information screen: Dialog box that contains additional information

about the technical reference object, such as planned dates, key figures, lastnotifications, last open order, contract data, and classification.

� Warranty information for the technical reference object.

� Problem notification

� The customer requests a service.� Activity report

� Entry of a service activity after the service has been performed.� Service request

� General request for a service task.� Other types can be freely defined

In the standard system, the following service notification types are available:

� Problem notification: The customer requests a service by phone, fax, or letter.� Activity report: A service activity that has already been performed, and the

related technical findings are entered in the system. This is particularly importantwhen confirming service orders.

� Service request: The customer requires a service. A sales executive or servicetechnician enters this requirement in the system. The service request is similarto the problem notification.

Other notification types can be defined as required in Customizing. The screen layoutand reference objects can be determined individually for each notification type.


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Figure 38: Notification Structure

A service notification can consist of the following elements:

� The notification header is always available and contains data for the customerand contact person. It also contains additional partner information, such as theemployee responsible. Here you can enter a technical reference object, such asa functional location, piece of equipment, material serial number, and assembly,to which the notification indicates. The description of the problem is entered inthe short and long texts. The execution data contains the notification priority,deadlines, and information about the department responsible for processingthe notification.

� Any number of notification items can be assigned to the notification header.They are used to give an exact description of the problem that has occurred byspecifying the object part, damage, and cause of damage by selecting a codefrom the corresponding catalog. You can also perform classification here.

� Tasks describe the activities that must be performed to solve the customer�sproblem. They can be assigned directly to the notification header or to theindividual items. The task status indicates whether the tasks are outstanding,released or already completed. You can also specify deadlines and the personresponsible for executing the task.

� Similarly, activities can be assigned directly to the notification header or to items.They are used to enter and describe the activities performed for the notification.


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Figure 39: Notification Interface

You can configure the notification interface individually for each notification type.

The tab pages and screen areas (subscreens) for each tab page are defined here. Youcan freely define the labels and symbols for the tab pages. You can assign up to fivescreen areas in any sequence on each tab page.

You can define an action box for each notification type. The system calls up functionmodules using activities in the action box. An automatically generated notificationtask or notification activity documents the fact that an activity was performed.


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Exercise 7: Simple Notification Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create and complete service notifications

Business ExampleCustomers call your help desk and report the problems that have arisen with theirdevices or equipment. You use a service notification to record the problems. You maybe able to solve a problem over the telephone.

Task 1:Creating a problem notification

1. Call the transaction to create a Problem Notification.

2. Maintain the user default values

Most customer calls are handled by the same parts of your organization. Tomake your work easier, choose Default values and enter this data as defaultvalues for notifications and service orders.

Business area: 8000




Division: 00

Save the default values. Leave the transaction without saving and call thetransaction again so that the default values are effective.

3. Your customer informs you that the modem has a transmission problem. Create aservice message (message type: problem notification) and describe the problemin the notification short text.

4. Which notification number is assigned by the system?

5. Use the search help Customers (general) with the search term HITECH-## tofind the Sold-to party. Select your customer with the number T-CSD## fromthe list.



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6. Choose the Contact person address tab and select a contact name from the list.

7. Use the search help category Equipment by customer (operator) to search forthe Equipment T-CSE2## which is a modem. Copy it to the notification asthe reference object.

8. In the first notification item, at the bottom of the screen, select damage and acause code.

9. You and your customer solve the problem together on the telephone. Thiscompletes the notification. Confirm the defaulted reference time.

Task 2:Creating an alternative type of notification

1. The same customer T-CSD## calls once again and informs you that there is aproblem with PC disk space.

Create a type S4 service notification.


3. Enter a suitable short text.

Enter your customer T-CSD## as the sold-to party.

Enter serial number 1 and material number T-FSN## as the reference object.

Enter a long text in the screen area Subject.

4. Save the notification.


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Solution 7: Simple Notification ProcessingTask 1:Creating a problem notification

1. Call the transaction to create a Problem Notification.

a) Logistics→ Customer Service→ Service Processing→ Notification→Create (Special)→ Problem Notification (IW54)

2. Maintain the user default values

Most customer calls are handled by the same parts of your organization. Tomake your work easier, choose Default values and enter this data as defaultvalues for notifications and service orders.

Business area: 8000




Division: 00



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Save the default values. Leave the transaction without saving and call thetransaction again so that the default values are effective.

a) Default Values

General tab

Field name or data type ValuesBusiness area 8000Planning plant 1200

Sales/distrib. tab


Save

Continue

Exit

No

3. Your customer informs you that the modem has a transmission problem. Create aservice message (message type: problem notification) and describe the problemin the notification short text.


Field name or data type ValuesNotification short text Modem data transfer problem


a) Notification number: See Notification field.



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5. Use the search help Customers (general) with the search term HITECH-## tofind the Sold-to party. Select your customer with the number T-CSD## fromthe list.

a) Call up search help in the Sold-to Party field.

Enter HITECH-## in the Search term field.

Press Enter to start the search.

Double-click on the row with your sold-to party.

Field name or data type ValuesSold-to party T-CSD##

6. Choose the Contact person address tab and select a contact name from the list.

a) Choose Contact person address tab. To select a contact person, call up thesearch help in the field Contact persons.

7. Use the search help category Equipment by customer (operator) to search forthe Equipment T-CSE2## which is a modem. Copy it to the notification asthe reference object.

a) Call up search help in the equipment field.

Use the search help category Equipment by customer (operator).

Press Enter to start the search.

Choose the modem.


Choose Enter to validate your entries.

8. In the first notification item, at the bottom of the screen, select damage and acause code.

a) In the first notification item, select damage and a cause code. Code groupsand code is copied to the notification using the search help.



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9. You and your customer solve the problem together on the telephone. Thiscompletes the notification. Confirm the defaulted reference time.

a) Complete

In the dialog box, choose Continue.

Exit

No (when asked to save the empty notification form)

Task 2:Creating an alternative type of notification

1. The same customer T-CSD## calls once again and informs you that there is aproblem with PC disk space.

Create a type S4 service notification.

a) Logistics→ Customer Service→ Service Processing→ Notification→Create (General) (IW51)

Field name or data type ValuesNotification type S4

Enter



3. Enter a suitable short text.


Enter serial number 1 and material number T-FSN## as the reference object.



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Enter a long text in the screen area Subject.

a)

Field name or data type ValuesNotification short text Disk space problemSold-to party T-CSD##Serial Numbers 1Material T-FSN##Subject - longtext Enter precise problem description


a) Save


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Lesson Summary

You should now be able to:� Define the functions of a service notification� Identify the types of service notifications� Identify a notification structure


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PLM301 Lesson: Working With Service Notifications

Lesson: Working With Service Notifications

Lesson OverviewIn this lesson, you will learn about catalogs and code groups. You will also learnabout determining tasks in service notifications. You will also learn how to select andprocess notifications. You will learn how to assign status to notifications. You willalso define the types of documents used in customer service.


� Identify the structure and the use of catalogs� Determine the tasks in service notification� Select and process notifications� Complete tasks and notifications� Identify the types of documents in Customer Service

Business ExampleAn organization creates service notifications based on the complaints from itscustomers regarding defective items. Next, it needs to process the notifications andsearch for solutions to customer problems.


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Creating Service Notifications

Figure 40: Catalogs

In catalogs, code groups are combined from a content point of view. Depending onthe notification type, you can access catalogs for object parts, damage and causes ofdamage, tasks, activities, and coding in the notification.

In code groups, codes are combined according to related contents. For example,damage to vehicles, pumps, and engines, or mechanical damage, electric damage.

Codes are used to describe a particular type of damage or an activity.

You can use the catalog profile to ensure that only a limited number of code groupsappear. The catalog profile is determined by the piece of equipment, functionallocation, material number, or notification type.

You can report on the codes entered in the notification in aggregated form, in theinformation system.

� When a service notification is entered, the tasks to be performed can bedetermined and proposed by the system.

� The response profile controls:

� Which tasks are proposed� By when these tasks must be completed

� The service profile controls:

� Within which service times these tasks are to be processed


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The system can propose the tasks to be performed when you enter or process anotification.

The response profile, to which the notification type is assigned, defines which tasksare determined. The priority type you have specified can also influence the tasksdetermined by the system.

The system proposes a finish date for each task that it determines from the responsetime. You can also define a proposal for the person responsible to perform the tasksin the response profile.

The service times to process the tasks are defined in the service profile to which thenotification type is assigned. The response times are calculated within these servicetimes.

If the service notification is assigned to a service contract, the response and serviceprofiles can be determined from the configuration of the outline agreement item.

Processing Service Notifications

� Why?

� Searching for a particular notification� Processing several notifications at once� Limiting the work list

� Scope

� Notifications� Notification items� Tasks� Activities

� Options

� Field selection� Selection conditions� Sorting� Monitor


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There are many reasons why the system should support you when you select servicenotifications, tasks, items, and activities:

� You want to change or display a particular notification, but do not know itsnumber.

� You want to change or display several notifications that have certaincharacteristics.

� You want to perform particular functions simultaneously for several notificationsthat have certain characteristics.

� You want to obtain an overview of all the notification tasks, items, or activitiesthat meet certain criteria.

The system provides the following options:

� Field selection: Display of the most important fields in the list.� Options to select and sort based on the field contents displayed.� A monitor for notifications with easy-to-understand symbols (traffic light

colors). In the lists of notifications, a traffic light symbol can be displayedby selecting Monitor. This symbol provides information at a glance. Theinformation monitored can be priority, desired start and end dates for thenotification or task.

Figure 41: Follow-up Actions for Service Notification

A service order and a sales order can be generated directly from a servicenotification. For example, a sales order for the delivery of spare parts.

You can access the notification from the service or sales order.


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When you save the notification, the system also saves the service and sales order.

The order numbers are recorded in the notification.

The document flow shows all the documents belonging to a business transaction.

When you create a service order, the notification has the system status �Notificationassigned to order�. When you create a sales order, it has the system status, �Salesorder assigned�.

Figure 42: Status of Notifications and Tasks

Service Notifications or tasks can have any of the following status:

� Additional notification statuses

� Outstanding tasks� Service order assigned� Sales order assigned� All tasks completed

� Task statuses

� Outstanding� Released� Completed� Successful


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The system status is assigned automatically for certain activities. The system statusindicates the current status of a notification or task. A notification can have severalstatus at the same time.

The system statuses imposes certain processing restrictions. For example, you are notallowed to complete a notification if there are tasks outstanding.

If the system statuses available do not suffice, you can also define individual userstatuses. You then define the dependent restrictions for these user statuses. You canset the user statuses for notifications and tasks.

Figure 43: Solution Database

The solution database is an application you can use to save problem symptoms andsolutions, link them with one another, and call them up. The database can be usedfor different kinds of problems.

The solution database contains symptoms, solutions, and references. Solutions andsymptoms are linked with one another using references.

A change in a product or system, which represents a malfunction, is described as a�symptom�. You can describe symptoms using free text, code catalog attributes forproblem codes, causes of problems, and problem locations, configured attributes,priorities, and status. Symptoms can be linked with any number of business objects,such as products, equipment, or an installed base. Symptoms are saved in the solutiondatabase together with solutions and linked to the solutions.


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An activity that eliminates a symptom is described as a �solution�. You can describesolutions using free text, tasks that must be executed, and appendices that support andexplain the problem solution.

The search is supported by a search engine and offers both text retrieval and anattribute search based on catalog contents.

Completing Service Notifications

� Tasks

� Status �completed�� Optional: Status �Successful�

� Activities

� What was done� Complete notification

� Set reference time� Notification can no longer be changed

All notification tasks must be set to the status, �completed�, before the notificationcan be completed. If this has been done, the system status of the notification is set to�All tasks completed� The task status, �successful�, can also be set if a customer hasentered a completion confirmation for the notification.

The activities performed are documented using notification activities. Theseactivities are not cost-relevant.

You can enter the reference time when completing the notification. The referencetime is the date and the time that the notifications were stored in the history.

You can no longer change the notification once it has been completed. The function,Put in process again, enables you to revoke the completed status.


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Documents in Customer Services

Figure 44: Documents in CS

The service notification is used to enter and process customer inquiries and problems.

The service order is the planning tool for work that is performed for the customer.

The sales order contains an agreement with the customer regarding the delivery ofcertain goods or the performance of certain work. In sales orders, you use the itemtype to define (at item level) if the item is a cost collector, and whether or not it isrelevant for delivery/billing.

The customer repairs order is a special form of sales order and is used for returnsand repairs processing. You can generate service orders from the customer repairsorder to plan repair work.

These documents can be combined in different ways to support and represent serviceprocesses.


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Exercise 8: Notification Receipt

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create service notifications with detail data

Business ExampleA customer calls and reports a problem. You record the problem, but cannot solve ityourself. As a result, further action is required.

Task:Creating a service notification

1. An employee working for your customer T-CSD## calls and informs youthat the network server is crashing frequently. Create a service notification(notification type Problem notification).


3. Enter a suitable problem description in the notification short text.


4. Choose Contact person address. The caller is not yet recorded as the contactpartner, so create a new contact person for the customer.

5. Enter the Equipment T-CSE1## as the reference object.

6. Call up the structure list and copy the material number for the hard disk to theAssembly field.

7. Display the Object information. Display the equipment master record. Return tothe notification screen.

8. Set the priority as very high. Use Enter to confirm and redetermine the dates.Note the Desired end that the system proposes.

9. Choose the Items tab and enter two notification items with codes for Objectpart and Damage.

10. Select the first item and choose Causes. Enter two causes of damage for thefirst item.

11. Choose Determine tasks.



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Choose Continue to confirm the information.

12. Which tasks with which planned end dates does the system suggest as defaulttasks?

13. Enter the personnel number 1502 as the person responsible for the second task.

14. Display the notification structure.



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Solution 8: Notification ReceiptTask:Creating a service notification

1. An employee working for your customer T-CSD## calls and informs youthat the network server is crashing frequently. Create a service notification(notification type Problem notification).






a)

Field name or data type ValuesNotification short text System breakdownSold-to party T-CSD##

4. Choose Contact person address. The caller is not yet recorded as the contactpartner, so create a new contact person for the customer.

a) Choose Contact person address and then Create contact person.

Enter the contact data and choose Save.

5. Enter the Equipment T-CSE1## as the reference object.

a)




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6. Call up the structure list and copy the material number for the hard disk to theAssembly field.

a) Structure list

Select the material number R-1160 and then Choose.

7. Display the Object information. Display the equipment master record. Return tothe notification screen.

a) Object information

Display the reference object

Back

Continue

8. Set the priority as very high. Use Enter to confirm and redetermine the dates.Note the Desired end that the system proposes.

a)

Field name or data type ValuesPriority Very high

Enter

Yes

9. Choose the Items tab and enter two notification items with codes for Objectpart and Damage.

a) Items

Enter two notification items with codes for Object part and Damage.

10. Select the first item and choose Causes. Enter two causes of damage for thefirst item.

a) Select the first item and choose Causes.

Multiple Selection Causes

Enter two causes for the damage on the first item.

11. Choose Determine tasks.



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Choose Continue to confirm the information.

a) Determine tasks

Continue

Tasks tab (notification header level)

12. Which tasks with which planned end dates does the system suggest as defaulttasks?

a) The system determines two header tasks: Call customer back and Sendtechnician onsite. You can see the planned end dates when you movethe scroll bar to the right.

13. Enter the personnel number 1502 as the person responsible for the second task.

a)

Field name or data type ValuesTask 2: Person Responsible 1502

14. Display the notification structure.

a) Goto→ Notification Structure

Continue


a) Save


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Exercise 9: Notification Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Use list editing to select notifications and tasks� Put notifications in process and print them� Work with the Solution Database

Business ExampleThe help desk employees have created notifications to be processed. You pull upa list of notifications in order process the notifications and search for solutions tocustomer problems.

Task:Selecting and processing service notifications

1. Notification list editing

You want to change a service notification that you created for the network serverbreakdown. You use list editing to do this.

Call up list editing for the notifications to be changed.

Select all the open notifications from yesterday to today. Display the Ref. fieldmonitor according to the required start and end date for the notification.

2. Add the field Created by to the list to find the notifications you have created.Sort the list in ascending order according to this field.

3. Change the notification for the network server breakdown. There may be asolution to the customer problem in the solution database, so in the action box,choose Solution database.

Use the data from the notification to search for the symptoms and thecorresponding solutions.

Copy the first solution that you find.

What happens when you copy the solution?

4. Set the notification to in process and print the notification papers.

5. Display the print output on the screen.


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Solution 9: Notification ProcessingTask:Selecting and processing service notifications

1. Notification list editing

You want to change a service notification that you created for the network serverbreakdown. You use list editing to do this.

Call up list editing for the notifications to be changed.

Select all the open notifications from yesterday to today. Display the Ref. fieldmonitor according to the required start and end date for the notification.

a) Notification list editing

Logistics→ Customer Service→ Service Processing→ Notification→List Editing→ Change (IW58)

Field name or data type ValuesNotification status OutstandingNotification date - from Yesterday�s dateRef. field monitor 2

Execute

2. Add the field Created by to the list to find the notifications you have created.Sort the list in ascending order according to this field.

a) In the list, choose Current...

On the side with Hidden Columns, click Column Name to sort the fields.

Select the field Created by and choose Show selected fields. ChooseTransfer.

Select the new column and choose Sort in ascending order.

3. Change the notification for the network server breakdown. There may be asolution to the customer problem in the solution database, so in the action box,choose Solution database.

Use the data from the notification to search for the symptoms and thecorresponding solutions.



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Copy the first solution that you find.

What happens when you copy the solution?

a) Select your notification and choose Details.

In the action box, choose Solution database.

In the dialog window, choose Enter to confirm the search terms.

In the next dialog window, select the appropriate symptoms and thenchoose Refine search for solutions linked to the selected symptoms.

Select the first solution and choose Link the selected solutions.

Additional notification tasks are created on the basis of the solutions thathave been assigned.

4. Set the notification to in process and print the notification papers.

a) In the notification, choose Put in process and then Save..


a) Choose System→ Own spool requests

Choose one of the spool requests.

Choose Display Contents


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Exercise 10: Notification Completion

Exercise ObjectivesAfter completing this exercise, you will be able to:� Complete notification tasks� Enter notification activities� Complete notifications

Business ExampleWhen you have solved the customer problems, you document the way they weresolved. The cases are closed.

Task:Selecting and completing service notifications

1. Call up list editing for the service notifications to be changed.

Select all notifications that you created that are open and in process fromyesterday to today.

2. Call the detailed screen for the notification �System Breakdown�.

3. Set the tasks to completed. Choose Activities and select two notificationactivities.

Complete the notifications. Confirm the defaulted reference time.

4. Complete your second notification directly in the list.


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Solution 10: Notification CompletionTask:Selecting and completing service notifications

1. Call up list editing for the service notifications to be changed.

Select all notifications that you created that are open and in process fromyesterday to today.

a) Logistics→ Customer Service→ Service Processing→ Notification→List Editing→ Change (IW58)

Field name or data type ValuesNotification status Outstanding, In processNotification date-from Yesterday�s dateCreated by Your username

Execute

2. Call the detailed screen for the notification �System Breakdown�.

a) Select the notification and choose Details.

3. Set the tasks to completed. Choose Activities and select two notificationactivities.

Complete the notifications. Confirm the defaulted reference time.

a) Tasks tab

Select all tasks and choose Complete (at the bottom of the screen).

Activities tab

Add two activities.

Choose Complete and then Enter to confirm the dialog box.

4. Complete your second notification directly in the list.

a) Select your second notification and choose Complete.


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Lesson Summary

You should now be able to:� Identify the structure and the use of catalogs� Determine the tasks in service notification� Select and process notifications� Complete tasks and notifications� Identify the types of documents in Customer Service


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Unit Summary PLM301

Unit SummaryYou should now be able to:� Define the functions of a service notification� Identify the types of service notifications� Identify a notification structure� Identify the structure and the use of catalogs� Determine the tasks in service notification� Select and process notifications� Complete tasks and notifications� Identify the types of documents in Customer Service


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Test Your Knowledge

1. is the dialog boxthat contains additional information about the technical reference object.Fill in the blanks to complete the sentence.

2. Define Activity report.

3. Only a limited number of notification items can be assigned to the notificationheader.Determine whether this statement is true or false.□ True□ False

4. Define the role of catalog profile.

5. Define the role of a service profile in task determination.

6. Define the two types of orders that can be created from service notification andexplain the status of the notification in case of each type.


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7. Define reference time in the context of notification completion.

8. List the types of documents used in Customer Service.


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Answers

1. The Object information screen is the dialog box that contains additionalinformation about the technical reference object.

Answer: The Object information screen

2. Define Activity report.

Answer: The activity report is a service activity that has already been performed.The related technical findings are entered in the system. It is important whenconfirming service orders.

3. Only a limited number of notification items can be assigned to the notificationheader.

Answer: False

Any number of notification items can be assigned to the notification header.

4. Define the role of catalog profile.

Answer: The catalog profile is used to ensure that only a limited number of codegroups appear. It is determined by the piece of equipment, functional location,material number, or notification type.

5. Define the role of a service profile in task determination.

Answer: The service times for processing the determined tasks are defined inthe service profile and the notification type is assigned to this service profile.

6. Define the two types of orders that can be created from service notification andexplain the status of the notification in case of each type.

Answer: The two types of orders that can be created are the service order andthe sales order. When a service order is created, the notification has the systemstatus, �Notification assigned to order�, and when a sales order is created, it hasthe system status, �Sales order assigned�.


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7. Define reference time in the context of notification completion.

Answer: Reference time can be entered when completing the notification. Itsignifies the date and the time when notifications were stored in the history.

8. List the types of documents used in Customer Service.

Answer: The types of documents that are used in Customer Service are servicenotification, service order, and sales order.


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Unit 5Service Order Processing: Field Service

Unit OverviewIn this unit, you will learn the functions and contents of service orders. You will learnhow to generate a service order from a notification and perform a process flow for asimple order. You will also be able to list the options to plan operations and processorders. Further, you will learn how to print orders and confirm order completion.Finally, you will learn to perform resource-related billing for service orders.


� Identify the components of service orders� Identify the steps to process a simple order� Identify the planning order operations and components� Perform service orders� Confirm and bill service orders� Complete service orders� Create a service quotation� Approve a service quotation� Bill a service order based on the quotation

Unit ContentsLesson: Processing Service Orders... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .153

Exercise 11: Simple Order Processing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .181Exercise 12: Order Entry and Planning... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .189Exercise 13: Order Processing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .199Exercise 14: Order Confirmation .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .203Exercise 15: Billing .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .213Exercise 16: Order Completion.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .217

Lesson: Creating Service Quotations .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .223


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Unit 5: Service Order Processing: Field Service PLM301

Exercise 17: Service Quotations .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225


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PLM301 Lesson: Processing Service Orders

Lesson: Processing Service Orders

Lesson OverviewIn this lesson, you will learn the functions of a service order. You will be able toidentify the structure of a service order. You will also learn the steps involved in theprocessing of a simple service order. Further, this lesson will help you identify howto work with service orders, plan order operations, and create service quotations. Inaddition, you will be able to perform and confirm service orders. Finally, you will beable to complete service orders.


� Identify the components of service orders� Identify the steps to process a simple order� Identify the planning order operations and components� Perform service orders� Confirm and bill service orders� Complete service orders

Business ExampleAn organization receives a complaint from one of its customers. It needs to send atechnician to the customer to solve the problem. The technician needs some documentto work on to rectify the problem. For this purpose, a service notification with aservice order is created. As an employee of the organization, you must know how thework is documented and an invoice created to solve the problem.


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Simple Order Processing

� Planning

� Description� Resources� Deadlines

� Execution

� Shop papers� Work progress documentation� Confirmation

� Settlement

� Internal� External (Billing)

The service order contains the following functions:

Planning services, such as repair, servicing, inspection activities, installation, andmodification:

� Description of work to be performed.� Resource planning: Internal and external employees, materials, and tools.� Scheduling for execution.

Support of execution and monitoring:

� Printout of order papers that contain the information relevant for execution.� Transfer of order data to hand-held devices.� Documentation of work progress using activity reports and completion of

operations.� Confirmation of times, material withdrawals, goods receipts, and billing

documents.

Settlement of expenses incurred as a result of the order:

� Internal: Settlement of costs and revenues to accounting objects or to a contract.� External: Billing of expenses to a customer.


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Figure 45: Structure of Service Order

A service order is structured as follows:

� Order header with description (short and long text), status information,customer and address data, service data, such as service product, areas ofresponsibility, dates, and entry of a reference object. The header data alsoincludes cost and revenue data, partner data, and the object list.

The order contains one or more operations. The operations are the individualsteps to be executed by internal or external employees. If a more extensivestructure is required, one or more suboperations can be created for eachoperation.

� Components can be assigned to each operation. Components consist of stock ornon-stock materials that are required to execute the work. Production resourcesor tools that are required for the work to be executed are also assigned to theoperation.

In the cost overview, you can enter and display the estimated costs plannedcosts, actual costs, and actual revenues for the entire order.

In the partner overview, you can maintain additional internal and externalpartners, such as the responsible employees, for the order.

If the order has several reference objects, the objects are entered in the object list.If there are several notifications for the order, the notifications are also availablein the object list.


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Figure 46: Process Flow for Simple Order

The employee enters a service notification for the customer call. Because a technicianis required, the employee responsible generates a service order from the notification.Data is copied from the notification to the order. The notification and order areassigned to one another, and can be processed together.

You can maintain the data for the first operation on the order header screen becauseeach order must contain at least one operation The system proposes the data forthis operation from the order header data.

The processor immediately places the service order in process. The order receivesthe system status �Released�, and the shop papers are printed.

After performing the work, the technician confirms the number of hours worked andthe materials consumed. Additional information related to activities, damage, andcauses of damage are entered in the notification. The technician technically completesthe order and simultaneously completes the notification.

The employee responsible for order settlement creates a billing request from theservice order. This is the basis to create a billing document.


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Order Entry and Planning

Figure 47: Process Flow in Service Order Processing

The order processing steps shown here represent the maximum scope. You can skipcertain steps or perform several steps simultaneously. You can also automate thesteps, such as billing, settlement, and conclusion. They can also be executed in acollective run.

� Direct entry� Generate a service order from a service notification� Create for an existing notification� Combine several notifications in one order� Generate from a sales order item� Automatically generate the order from a maintenance item

You can create service orders directly. You must enter at least the order type andplanning plant to do this.

When you create or change a service notification, you can create a service order fromthe notification. This means that the notification and order is assigned to one another.

You achieve the same result if you create an order using the function, �Create fornotification�. If several notifications are combined for an order, they will appearin the order object list.


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You can automatically generate a service order to plan, execute, and confirm theservices sold within the framework of this sales order from a sales order item. Thisis also the case for returns and repairs processing. This is controlled through therequirements type and the requirements class of the sales order item. Moreover, thematerial that is entered in the sales order item must have an entry in the table, �serviceproducts�.

You can generate service orders from maintenance items at regular intervals within theframework of maintenance planning.

Figure 48: Value Flow

The service order type controls whether or not the service order is revenue-bearing.The following order types exist in the standard setting:

� SM01: Service order with assignment to a sales order item, which is an item of aservice contract or a sales order - non revenue-bearing.

� SM02: Service order without assignment to a sales item - revenue-bearing.� SM03: Service order for returns and repair processing, which is assigned to an

item of the customer repairs order- non revenue-bearing.


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Value flow in a service order that is revenue-bearing:

� When posting confirmations, costs are posted to the service order.� If a billing document is created for a service order that is a revenue object, the

revenues are posted to the service order.� The sum total of the service order that is revenue-bearing is the difference

between the revenues and the costs.� This sum total is charged to the settlement receiver of the service order during

settlement. The settlement receiver is a result object from the ProfitabilityAnalysis (CO-PA).

Value flow in a service order that is not revenue-bearing:

� When posting confirmations, costs are posted to the service order.� If a billing document is created for a service order that is non revenue-bearing,

the revenues are posted directly to the superior sales document item.� Costs are charged to the superior sales document item during the settlement of

the service order.� The result can be analyzed on the sales document item level.� When the sales document is settled, the result is charged to the settlement

receiver of the sales document item, such as the result object.

� Description of activity

� Text� Service numbers� Suboperations

� Performing work center� Employee and requirements assignments� Planned working time and duration� Activity type� Deadlines� Relationships

Work performed internally is planned in the operations for internal processing. Theattributes of the operation are defined by the operation control key.

The work to be performed is described in the short and long texts. Alternatively, youcan describe the work to be performed using the service numbers and quantitiesassigned to the operation. Operations can be structured using suboperations.However, the data for the suboperations is transferred to capacity planning, not toorder scheduling.


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Assignment of personnel can be made on the Requirements assignment overviewscreen. Capacity requirements are generated at the personnel level from the splitsdefined here.

The planned working time is important to determine the capacity requirements.Conversely, the duration of the operation is equally important for scheduling. Thesystem determines the operation deadlines using the scheduling function. You canenter scheduling restrictions for each operation.

The system proposes the activity type to determine the planned costs from the masterrecord of the performing work center as a default.

Relationships represent the logical dependencies between the operations for one ofmore orders. A network is a possible result of relationships.

Figure 49: Scheduling and Capacity Planning

The two basic types of scheduling are forwards scheduling and backwards scheduling.

The scheduling interface (CS-SDL) allows you to use an external system to managethe scheduling and deployment of technicians for your company. You can use thisinterface to copy the scheduling and deployment data from the existing systems to theSAP system.


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Capacity planning aims to determine the available capacity at the individual servicework centers and optimize its use in view of the constantly changing requirements.The following tools are available:

� Evaluation of required/available capacity. Available capacity is the availableworking time. Required capacity is the amount of working time that is plannedin operations for an order.

� Capacity leveling in a graph or a table form.

When performing capacity leveling, you can change orders directly in the planningtable. You can also assign employees to operations here.

The graphical monitor enables you to obtain an up-to-date overview of the work thathas been assigned to individual technicians in a work center. The system displays theabsence times from the Human Capital Management - Time Management as well asthe capacity load records and assigned order operations for all technicians assignedto a work center.

� Service - external:

� Enter a text for an operation� Generate a purchase requisition with item category Standard purchase

order� Service - external (with service sheet):

� Enter the service specifications for the operation� Unlimited service numbers for each operation� Generate a purchase requisition with the item category, Service, and service

specifications

Work to be performed by a third party is planned as external processing operationsin the order. This requires the entry of the corresponding operation control key.

An operation for service - external is entered using the standard control key, SM02.The external service is described by the operation text.

An operation for service - external with service sheet, is entered with the standardcontrol key, SM03. The external service is described by one or more service numbersassigned to the operation.

You can enter additional purchasing information in the external processing data forthe operation. This information is transferred to the purchase requisition automaticallygenerated by the system.


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Figure 50: Service - External: Process Flow

Depending on the order type�s customizing, the system generates one or morepurchase requisitions, either one for the service order or one purchase requisition foreach external operation, when you save or release an order.

In purchasing, purchase orders are generated from the purchase requisitions. Thepurchase order items are assigned to the account for the service order. This means thatthe service order is debited with the costs of the procurement process. The systemdisplays purchase requisitions and purchase orders in the document flow for the order.

Goods receipts with reference to these purchase orders can be entered when theorder is released.

When valuated goods receipts for external services are entered, the service orderis debited with the order value.

The service order is automatically credited or debited by invoicing differences onthe invoice receipt.

You can display the goods receipts entered in the list of goods movements for theorder and in the document flow.


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Figure 51: Service - External (with Service Sheet): Process Flow

When external operations for services are entered in a service order, servicespecifications are created for the operation. The specifications consist of one or moreservice numbers with information about the service quantity or the text items.

Depending on the order type, the system generates one or more purchase requisitionswhen you save or release an order.

In purchasing, service purchase orders are generated from the purchase requisitions.The purchase order items are assigned to the account for the service order. This meansthat the service order is debited with the costs of the procurement process. The systemdisplays purchase requisitions and purchase orders for the order in the document flow.

The services performed are entered in the function, �Service entry�, using serviceentry sheets.

When the services performed have been accepted, the service order is debited withthe order value.


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The service order is automatically credited or debited with invoicing differenceson the invoice receipt.

� Stock items

� Stock material� Creation of reservations

� Non-stock items

� Direct material reference� Creation of purchase requisitions

� Text items

� Materials without material master� Notes

For order components, there are three different item categories:

� Stock items: Material to be withdrawn from a warehouse for the order.Reservations are created.

� Non-stock items: Material to be obtained specifically for the order. You do nothave to enter a material number. Purchase requisitions are created.

� Text items: User-defined text is entered. Text items are used for materialswithout a material master record or for comments.

Figure 52: Stock Material: Process Flow


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You can perform an availability check for each component item or for all thecomponents in the order when you assign components. The material availability listenables you to obtain an overview of the availability situation.

Material reservations are generated when you save the order. Depending on the ordertype, material reservations are effective when you save or release the order.

An automatic availability check may be made when you release an order. It is possibleto release the order even in the event of non-availability.

You can also print out a material pick list and withdrawal slip when you print theorder papers.

Planned goods issues are entered with reference to the reservation or order number.The system proposes the planned components for withdrawal posting as a default. Ifthe goods issue is unplanned, you must enter the order number, material number,and quantity.

Figure 53: Non-Stock Material: Procedure

When non-stock materials are assigned in the order, additional purchasinginformation can be entered. This information is transferred to the purchase requisitionautomatically generated by the system.

Depending on the order type, the system generates one or more purchase requisitionswhen you save or release an order.


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In purchasing, purchase orders are generated from the purchase requisitions. Thepurchase order items are assigned to the account of the service order. This means thatthe service order is debited with the costs of the procurement process. The systemdisplays purchase requisitions and purchase orders for the order in the document flow.

Goods receipts with reference to the order can be entered when the order is released.

When valuated goods receipts are entered, the purchase value is debited to the serviceorder.

The service order is automatically credited or debited by invoicing differences onthe invoice receipt.

You can display the goods receipts entered in the list of goods movements for theorder as well as in the document flow.

Notice that an option exists for you to transfer the materials from an external catalogin the order through the Open Catalog Interface (OCI).

As an alternative to purchase order processing in the SAP system, purchaserequisitions can be transferred to an external purchasing system, such as the SAPSupplier Relationship Management (SRM).

Figure 54: Service Order with Advance Shipment

If the materials required to execute the work should be sent to the customer, you cancreate a sales order for advance shipment from the component overview of the serviceorder. As a result, you can create the material items for the sales order by selecting thecomponents in the service order or from the structure list for the reference object.


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In the following Sales Order dialog box, you can supplement and change the materialitems proposed from the service order. If changes are made to the items in the salesorder, the service order is not updated.

The sales order is saved together with the service order. The advance shipmentsales order is displayed in the document flow for the service order. The serviceorder and the components copied to the sales order are assigned the system status,�Advance shipment occurred�. The system also automatically sets the indicator, �non-MRP-relevant�, in the service order for the spare parts.

Only one sales order is created for a service order. If an advance shipment ofadditional material components is required later, the existing sales order can beenhanced from the service order.

Generating advance shipment sales orders using the sales document type,consignment fill-up, offers you additional options (customer consignment).

Service Order Processing

� Why?

� Searching for a particular order� Simultaneous processing of several orders� Limiting the work list

� Scope

� Single or multilevel orders� Order operations� Order components� Order permits

� Options

� Field selection� Selection conditions� Sorting� Monitor


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There are many reasons why the system should support you in selecting order data:

� You want to change or display a particular order, but you do not know its number.� You want to change or display several orders that have certain characteristics.� You want to perform particular functions simultaneously for several orders that

have certain characteristics.� You want to obtain an overview of all the operations, components, or permits

that meet certain criteria.

The system provides the following options:

� Field selection: Display of the most important fields in the list.� Options to select and sort based on the field contents displayed.� Monitor for orders with easy-to-understand symbols, such as traffic light colors.

In the lists of orders, a traffic light symbol can be displayed by selectingMonitor.This symbol provides information at a glance. The information monitored canbe: priority, order start, end dates, scheduled start, and end dates.

Figure 55: Order Release

When you perform the function, �Put in process�, the shop papers can be printed. Theorder is released (status �RELEASED�) and saved at the same time.

The function, �Release� is used to release the order without a printout (withoutsaving automatically).


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The following functions can only be executed after the order is released:

� Printing of shop papers.� Posting costs to the order, time confirmations, material withdrawals, and goods

receipt postings.� Revenue postings to the order by generating the billing documents.� Technical and business completion of the order.

Depending on the settings for the order type, you can check the availability ofcapacity, materials, and production resources and tools when you release an order. Youcan also configure the system reaction in the event of non-availability, no reaction,warning, or error message.

Notice that a settlement rule containing information about the settlement receivercan be automatically defined when an order is released.

� Operation control ticket� Job ticket� Pick list� Material withdrawal slip� Completion confirmation slip� Time ticket

You can either print or fax the order papers.

The following printouts are possible when you print using the default settings:

� Operation control ticket: Complete overview of the order with partner,customer, and operation data

� Job ticket: Overview that accompanies the order with the operation data andcomponents

� Pick list: Shows the warehouse clerk which materials have been scheduled� Material issue slip: Required when issuing material from the warehouse� Completion confirmation slip: To enter the actual dates, working times, and

confirmation information for each operation� Time ticket: To enter the time needed for each operation� Object list: List of order objects

You can set the papers to be printed for which order type. You can also make thisselection using print call up, select Print with dialog box.


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Figure 56: Communication

There are a number of options to communicate with service technicians.

You can use paging to send short messages when you process orders/notifications.Technicians, system user/personnel number, customer, or contact person are able toreceive short messages. Using the same technology, you can also send messagesthrough the Internet or SAPoffice.

Mobile Asset Management uses the SAP Mobile Engine as a platform. The SAPMobile Engine is a platform-independent runtime environment for offline mobileapplications. Mobile Asset Management performs the following functions:

� Displays and confirms service orders.� Creates, displays, and changes service notifications.� Displays customer and order data.� Displays functional locations and pieces of information and their warranty

information.

The application, Mobile Services (SAP R/3 edition), is designed for the manyrequests of field sales representatives who work with the application offline on alaptop. Using this application, service technicians can effectively document andmanage the whole service lifecycle. Service technicians also have offline access toimportant information on their laptops. This application is completely integrated


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with mySAP ERP through CRM Middleware. As a result, all the data changes in theapplication, Mobile Service (SAP R/3 edition), or in mySAP ERP are automaticallyexchanged between the two systems and synchronized.

Mobile Service (SAP R/3 edition) contains the following components:

� Equipment display and changes to existing equipment hierarchies.� Process and create service notifications and orders. The billing function is not

supported.� Create confirmations.� Time recording and travel expenses.� Display and maintain business partner or customer data.� Display contract data for the customer.� Create and print service reports for the customer.

Figure 57: Order and Operation Statuses

The system status is assigned automatically for certain activities. The system statusinforms you of the current status of an order or operation. An order or operation canhave more than one system status simultaneously.

The system status imposes certain processing restrictions. For example, an ordercannot be closed if it has not been fully settled.


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If you require more than the available number of system status, you can also defineindividual user status. You then define the dependent restrictions for the user status.You can set user status for the order or the order operations.

You can also lock an order from further processing.

Order Confirmation

� Working time: Internal activity� External services

� Goods receipt

� Service entry sheet� Activities

� Activity reports� Completion confirmation texts

� Material postings

� Planned withdrawals� Unplanned withdrawals� Goods receipt for purchase order

� Object changes� Measurement values/counter readings

All the relevant information that has been created during the execution of the order isentered during order confirmation.

This information includes the hours worked by your technicians.

Services performed by a third party are documented as goods receipts or serviceentry sheets, depending on the type of purchase order.

The activities performed are described in one or more notifications for theorder. Completion confirmation texts can also be created during the entry of timeconfirmations.

The system posts both material withdrawals from the warehouse and goods receiptsof materials ordered directly from the vendor.

Object changes, such as conversion tasks or the installation and dismantling ofequipment, are documented as changes to the master data for the correspondingtechnical objects.


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Measurement values and counter readings are entered in the form of measurementdocuments for the technical object.

You can confirm the internal services, material withdrawals, notification data, andmeasurement documents on one screen using the Overall completion confirmationfunction.

In the component, travel expenses, you can enter your travel expenses and assignthem to the service order. In this way, travel expenses are posted to the service orderand can be charged to the customer.

� Functions:

� Single entry� Collective entry with/without operation selection� Overall completion confirmation� Time Sheet

� Entries:

� Order and operation number or confirmation number for operation� Performing work center� Personnel number (if required)� Actual working time� Scope: Partial or final confirmation� Further information

The following functions are available to confirm the time required for internal activity:

Single entry (one screen for each confirmation document), collective entry directlyand with operation selection, and overall completion confirmation. The crossapplication time sheet (CATS) enables you to make a standard entry of the hoursworked for different target key capabilities.

To assign Times, enter the order and operation numbers or the internally assignedconfirmation number for the operation. The system proposes the performing workcenter as a default from the planning data. The personnel number is an optionalentry.

When confirmed, the operation and the order are assigned the system status, Partiallyconfirmed or Finally confirmed. The order is assigned the status, Finally confirmed,after all the operations for the order have been completely confirmed.

Material reservations that are still outstanding, which means, material has not beenwithdrawn, can be posted when times are recorded.


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Further information that can be entered. The estimated remaining working time, dateand time for work start and end, a forecast for the operation end, a reason code thatjustifies the difference between planned and actual times, and user-defined shortand long texts.

� Completion of notification for order� Entry of activity reports

� Independent of time confirmation� Can be called up from the time confirmation

� Contents of activity report

� Reference object� Items: Object parts, damage, causes� Activities

You can confirm the activities performed and the damage and malfunction data asnotification data using catalogs.

If a service notification already exists for the order, it can be updated in the completionconfirmation.

You can also create one or more notifications of the type, �Activity report�, andassign them to the order. The activity reports created for an order appear in the orderobject list.

� Stock material

Planned material withdrawal

� With reference to the reservation number� With reference to the order number� Backflush

� Unplanned material withdrawals

� With reference to the order number

Non-stock material

� Goods receipt in MM

� Order debiting (value: purchase order value)� Invoice verification and creation in MM

� Debiting/crediting the order


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You can confirm withdrawals of stock material either from a goods movementtransaction or from the time confirmation, single entry or overall completionconfirmation.

In case of planned withdrawals, the system proposes planned material after you haveentered the reservation or order number. You can then post the planned material.

In the case of the backflushing indicator in the order component, the systemautomatically posts material withdrawals when you enter the first time confirmationfor the operation.

Unplanned material withdrawals are recorded simply by entering the order number,material number, and quantity.

When a valuated goods receipt is entered for non-stock material, the purchase ordervalue, multiplied by the goods receipt quantity, is debited to the service order value.

If differences between the order and invoice values occur, the differences are creditedor debited to the service order when the invoice is processed.

You can display the goods movements entered in the list of goods movements for theorder as well as in the document flow.

� Documents that all work has been completed� Fixes location and account assignment data� Reference time set� All associated notifications can be closed� Cancellation of outstanding capacities� Cancellation of outstanding reservations and purchase requisitions� Status, �Technically complete�

You can enter the reference time when technically completing the order. Thereference time is the date and the time that the notifications and completed orderswere stored in the history.

All outstanding planning data is canceled when you perform a technical completion:

� Capacity requirements which have not been completely confirmed.� Material reservations for which a withdrawal posting has not yet been performed.� Purchase requisitions for which no purchase orders currently exist.

You must have assigned a settlement rule to the order before you can technicallycomplete it.

The technical completion of an order can be canceled.


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Warranty and Billing

Figure 58: Resource-Related Billing

During billing, the system generates dynamic items from the information about theexpenses involved, such as the costs for material and personnel. Before a billingrequest is created, you see a modifiable overview screen that enables you to determinehow the billing request should appear and which amounts should be calculated,postponed, or canceled. You generate the billing request from this overview screen.

You can work on this screen. For example, simulate prices or save the dynamic items.

There are two summarization levels:

� First level: The system summarizes the data records for the overview screenof the dynamic items.

� Second level: The system generates a billing request using the data fromthe dynamic items. If required, the system summarizes the data again.Summarization depends on the settings in the dynamic item processor profile.

The billing request is a special form of sales order and forms the basis of the billingdocument. Each item in the billing request has a material number that is determined bya material determination procedure defined using the dynamic item processor profile.


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You can create a billing request using single or collective processing. The functions�Create billing document�, �Process billing due list�, and �Batch billing� are availableto you to create billing documents.

� Flat-rate or according to effort� On the basis of planned or actual costs� With or without service product� Flexible material determination� Data aggregation possible� Creation of credit memo requests

You have different options at your disposal for billing service orders.

You can perform billing with a fixed price, according to effort, or in combination.

Not only can billing be performed based on individual line items, but also on differentsources (totals records).

Billing can be performed with or without service products (service material). Youcan assign a service product in the service order header to describe the services to beprovided for the customer to bill the services with a fixed price. If the order has thebilling form, flat-rate, you can bill the customer for the sales price of this serviceproduct.

You can define the procedure for material determination for billing request items.

There are many options to aggregate data.

Credit memo requests are automatically created for negative amounts.

Definition takes place after you have specified a form of billing and a dynamic itemprocessor profile. You do this in the control view in the service order.

� Warranty check:

� Notification processing� Order processing� Creation of billing request

� No billing:

� Overall order: Accounting indicator/user status� Expenditure item: Accounting indicator� Dynamic items: �Cancel� selection


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If the reference object has an active warranty, the system informs the user, assumingthat the corresponding settings have been made. To do this, the system uses thefollowing functions:

� Processes the notification or service order.� Creates the billing request.

If you are unable to bill the overall order, you can do this by entering an accountingindicator in the order header. Alternatively, you can set a user status, which prohibitsthe business operation, Create billing document.

If only individual expenditure items are to be billed, you can configure this by enteringan accounting indicator in the time or material confirmation. For other expenditureitems, you can set the accounting indicator subsequently using the function, Repostaccounting indicator.

An accounting indicator may result in no dynamic items being created, a particularmaterial number being determined for the billing request, or a discount beingcalculated.

You can also cancel the creation of a billing request for the expenditure items whichshould not be invoiced.

Order Completion

Figure 59: Cost and Revenue Analysis in the Service Order


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Costs and revenues are collected and displayed on the order header level. Revenuesare only posted to the order if the order type is classified as revenue-bearing.

There are two views for costs and revenues.

Estimated, planned, actual costs, and quantities are shown in the value categoryoverview. A value category contains one or more cost elements.

The planned, actual costs, and quantities structured by cost elements appear in the costreport planned/actual comparison (a management accounting report).

Estimated costs can be entered manually as long as the order has not been released.

Planned costs are determined according to the planning data for the order, operations,and components. This occurs every time you save the order or call up the function,�Costing�.

Revenues cannot be estimated. Planned revenues occur when a billing request iscreated.

Actual costs are the result of completion confirmations and other cost postings tothe order.

Actual revenues result from the creation of billing documents for the order.

Figure 60: Order Settlement

Settlement = Further allocation of costs and revenues for an order to one or moresettlement receivers. These are located in the settlement rule.


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This can be automatically determined based on the order header data entered.

You can make manual changes to the settlement rule.

Prerequisites for the settlement of a service order:

� The order must be released.� A settlement rule must exist.� The order must contain costs or revenues that have not yet been settled.

Settlement can be performed as many times as required.

The order type determines which settlement receiver types are possible and thetype that will be proposed as a default.

Possible settlement receiver types are: G/L account, cost center, order, WBS element,asset, material, network, profitability segment, sales order, and business process.

A profitability segment is a combination of account assignment features, suchas company code, sales organization, division, customer, and article. It is used inProfitability Analysis.

� Prerequisites:

� Order is released or technically completed� Order is completely settled

� Consequences:

� Order can no longer be changed� Order can no longer be posted to� Status, Completed

If technical completion has not yet been performed for the order, this is performedby the system using the function, Business complete.

You can perform business completion as single or collective processing.

You can cancel business completion if the order needs to be posted again afterbusiness completion. You must fully settle the order again before you can performbusiness completion for it.


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Exercise 11: Simple Order Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a service notification with a service order� Place the orders in process and print them� Confirm the work times and material withdrawals� Perform resource-related billing for a service order

Business ExampleA customer calls and reports a problem. A technician needs to be dispatched to thecustomer to solve the problem. The technician needs materials to perform the work.The customer is billed for the work.

Task 1:Creating a service notification with a service order

1. Your customer informs you that the network server has broken down. Create aservice notification (notification type Problem notification).



For the Sold-to party, enter your customer with the number T-CSD##.

Enter the Equipment T-CSE1## as the reference object.

Select the Notification Priority as high.

Select a Damage code.

4. From the notification, create a service order to deploy the technician.

Confirm the default information for the service order:

Order type: SM02


Business area: 8000

Main work center: PC-SERV/Plant 1200

5. In the first operation of the service order, enter a planned work time of four hours.



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6. Set the order to �in process�. Print the shop papers without a dialog box.

7. What order number is assigned?

Task 2:Confirming the service order

1. Enter the confirmation for technician�s time and materials used. Use the functionOverall completion confirmation.

2. Choose the path: Extras→ Settings, choose the profile CS0001, and save thesettings.

3. Enter the order number and use Enter to confirm.

4. For the first operation, enter an actual time of three hours.

Create a second time confirmation by entering the operation number 10 in thesecond line and confirming with Enter.

Enter an actual time of one hour, and change the default activity type to 1413(drive hours).

Enter a goods issue for the material number R-1120, quantity 1 from plant 1200,storage location 0001.

5. Enter a cause code for the first item in your service notification.

6. Technically complete the order and save the confirmation data.

Task 3:Resource-related billing

1. Create a billing request in Individual processing for your service order. Whatnumber does the billing request have?_________________________

2. What net value is charged to the customer?

3. Delete the billing block and create a billing document directly from the billingrequest.

4. Save the billing document. What number does the billing documenthave?__________________________________

5. Choose the function Display billing document.

6. Enter the billing document number and display the print output on the screen.Use Execute to confirm the two dialog boxes that appear.


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Solution 11: Simple Order ProcessingTask 1:Creating a service notification with a service order

1. Your customer informs you that the network server has broken down. Create aservice notification (notification type Problem notification).





For the Sold-to party, enter your customer with the number T-CSD##.

Enter the Equipment T-CSE1## as the reference object.

Select the Notification Priority as high.

Select a Damage code.

a)

Field name or data type ValuesNotification short text Server breakdownSold-to party T-CSD##Equipment T-CSE1##Priority High

4. From the notification, create a service order to deploy the technician.

Confirm the default information for the service order:

Order type: SM02


Business area: 8000



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Main work center: PC-SERV/Plant 1200

a) Press ServOrder.

Choose Enter to confirm the information in the dialog window.


a)

Field name or data type ValuesWork durtn. 4 hours

6. Set the order to �in process�. Print the shop papers without a dialog box.

a) Put in process

In the dialog box, choose Continue.

7. What order number is assigned?

a) Order number: See system message

Task 2:Confirming the service order

1. Enter the confirmation for technician�s time and materials used. Use the functionOverall completion confirmation.

a) Logistics→ Customer Service→ Service Processing→ Confirmation→Entry→ Overall Completion Confirmation (IW42)

2. Choose the path: Extras→ Settings, choose the profile CS0001, and save thesettings.

a) Extras→ Settings

Field name or data type ValuesProfile CS0001

Save



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a)

Field name or data type ValuesOrder Your order number

Enter

4. For the first operation, enter an actual time of three hours.

Create a second time confirmation by entering the operation number 10 in thesecond line and confirming with Enter.

Enter an actual time of one hour, and change the default activity type to 1413(drive hours).

Enter a goods issue for the material number R-1120, quantity 1 from plant 1200,storage location 0001.

a)

Field name or data type ValuesActual time 3Operation (second line) 10

Enter

Actual work (second line) 1Service type (second line) 1413

Enter

Material R-1120Quantity 1Plant 1200Storage location 0001Movement type 261



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5. Enter a cause code for the first item in your service notification.

a) Select the notification item and choose Causes. Select a damage code.Select

6. Technically complete the order and save the confirmation data.

a) Technical completion

Save

Enter

Task 3:Resource-related billing

1. Create a billing request in Individual processing for your service order. Whatnumber does the billing request have?_________________________

a) Logistics→ Customer Service→ Service Processing→ Completion→Billing Request→ Process Individually(DP90)

Field name or data type ValuesService order Your order number

Save the billing request

The billing request is displayed.

2. What net value is charged to the customer?

a) The net value appears above/right.

3. Delete the billing block and create a billing document directly from the billingrequest.

a) Choose the dropdown in the Billing Block field and scroll up to find a blankspace. Click on the blank space.

Field name or data type ValuesBilling block Delete the entry

Choose the path: Sales document→ Billing



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4. Save the billing document. What number does the billing documenthave?__________________________________

a) Save

Number of billing document: See system message.

5. Choose the function Display billing document.

a) Logistics→ Customer Service→ Service Processing→ Completion→Billing Document→ Display (VF03)

6. Enter the billing document number and display the print output on the screen.Use Execute to confirm the two dialog boxes that appear.

a) Enter the billing document number and choose Billing document→ Issueoutput to.

Choose Print Preview


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Exercise 12: Order Entry and Planning

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a service order with operations/components for internal and external

processing

Business ExampleThere is a large amount of work to be performed for a customer. More employeesand the services of external firms are required. Particular materials are also requiredfor the work.

Task 1:Creating a service order with operations

1. Create service order.

You have been asked to enhance a customer�s network server. Create a serviceorder with the order type SM02 and the equipment T-CSE1##. Enter acorresponding order short text.

2. What work center is defaulted from the equipment master record?

3. Enter a different employee from the work center as the Person Responsible forthe order. For the start and end date, enter today�s date and the time as 8:00 A.M.

4. Choose the Operations tab and create three internal processing operations.

Preparation work, work: 1 hour

Enhancement, work: 6 hours

Test run, work: 1 hour

Work center is PC-SERV each time

5. Which activity type is defaulted in the operations?

6. The test run should take place the day after tomorrow. Select this operation andchoose Dates. Enter as a start-time restriction that the operation must begin at 8A.M the day after tomorrow.

7. Return to the operation overview, choose Schedule, and display the operationdates that the system has determined.



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8. Save the service order. What order number is assigned? _____________

9. Graphical Monitor

You want to see an overview of the order operations that have been assigned totechnicians. Call up the graphical monitor for the work center PC-SERV, plant1200. Display the period of time from today until the day after tomorrow.

10. Display one of the order operations that has been assigned.

11. External Services in the Order

Change the service order for the server enhancement.

Add an external processing operation with the control key SM02 and the textCleaning.

Quantity: 1 AU (Activity unit)

Price: 500 EUR

Vendor: 1000

12. Add an external processing operation with the control key SM03 and the textServices.

Enter the services Network cabling (service number 100133) and InstallationUSV (service number 100137), each with an PU and a price of 1000 EUR.

13. Save the order.

14. Change the order again to look for the purchase requisitions that have beencreated.


Purchase requisition number of the first external processing operation:

Purchase requisition number of the second external processing operation:

Task 2:Material planning

1. Add the following components from the structure list to the second operation:

Cable with grounded plug

Hard drive, 20 GB

2. In addition, add the following non-stock item:



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Material R-1133, quantity 1, item category N

3. Check the availability of the first material.

4. Go back to the operation overview and call up the availability check for all thestock materials. Are all stock materials available?

5. Save the order.

6. Change the order again and display the material availability list.

7. Find the reservation number for the first component.

8. Find the purchase requisition number of the third component

9. Check the planned costs for this order.


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Solution 12: Order Entry and PlanningTask 1:Creating a service order with operations

1. Create service order.

You have been asked to enhance a customer�s network server. Create a serviceorder with the order type SM02 and the equipment T-CSE1##. Enter acorresponding order short text.

a) Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Create (General) (IW31)

Field name or data type ValuesOrder type SM02Equipment T-CSE 1##

Enter

Field name or data type ValuesOrder short text Enhance server

2. What work center is defaulted from the equipment master record?

a) Work Center responsible: PC-SERV

3. Enter a different employee from the work center as the Person Responsible forthe order. For the start and end date, enter today�s date and the time as 8:00 A.M.

a)

Field name or data type ValuesPerson responsible Use search help to selectOrder start Tomorrow at 8amOrder end Tomorrow at 8am

4. Choose the Operations tab and create three internal processing operations.

Preparation work, work: 1 hour



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Enhancement, work: 6 hours

Test run, work: 1 hour

Work center is PC-SERV each time

a) Operations

Field name or data type Values

Short text operation / Preparation WorkWork 1Short text operation EnhancementWork 6Short text operation Test RunWork 1

5. Which activity type is defaulted in the operations?

a) Default activity types: 1410

6. The test run should take place the day after tomorrow. Select this operation andchoose Dates. Enter as a start-time restriction that the operation must begin at 8A.M the day after tomorrow.

a) Select the third operation and choose Dates.

Start Point Must Start OnDate Day after tomorrowTime 8 a.m.

7. Return to the operation overview, choose Schedule, and display the operationdates that the system has determined.

a) Back

Schedule

Hint: If you receive an informational message stating that thescheduling log contains no entries that means the scheduling hasno conflicts and everything is fine.



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8. Save the service order. What order number is assigned? _____________

a) Save

Order number: See system message

9. Graphical Monitor

You want to see an overview of the order operations that have been assigned totechnicians. Call up the graphical monitor for the work center PC-SERV, plant1200. Display the period of time from today until the day after tomorrow.

a) Logistics→ Customer Service→ Service Processing→ Order→ CapacityPlanning→ Graphical Monitor (I_GRAPH_MONITOR)

Field name or data type ValuesWork center PC-SERVPlant 1200From date TodayTo date Day after tomorrow

Start monitor

10. Display one of the order operations that has been assigned.

a) Select one of the operations (green bar) and choose Display object.

11. External Services in the Order

Change the service order for the server enhancement.

Add an external processing operation with the control key SM02 and the textCleaning.

Quantity: 1 AU (Activity unit)

Price: 500 EUR



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Vendor: 1000

a) Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Change (IW32)


Operations

Field name or data type ValuesControl key SM02Operation short text Cleaning

Select the operation and choose Ext.

Field name or data type ValuesOperation quantity 1 AU (Activity unit)Price 500 EURVendor 1000

Back

12. Add an external processing operation with the control key SM03 and the textServices.



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Enter the services Network cabling (service number 100133) and InstallationUSV (service number 100137), each with an PU and a price of 1000 EUR.

a)

Field name or data type ValuesControl key SM03Operation short text Services

Select the operation and choose General

Field name or data type ValuesService number / Quantity / Grossprice

100133 / 1 / 1000

Service number / Quantity/G/Gross price

100137 / 1 / 1000

13. Save the order.

a) Save

14. Change the order again to look for the purchase requisitions that have beencreated.


Purchase requisition number of the first external processing operation:

Purchase requisition number of the second external processing operation:

a) Operations

b) Select both external processing operations and choose Act data to displaythe purchase requisition numbers.

Task 2:Material planning

1. Add the following components from the structure list to the second operation:

Cable with grounded plug



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Hard drive, 20 GB



Operations

Select the second operation and choose General

Selection: Structure list

Select the components with the material numbers R-1120 and R-1160and then Choose.

2. In addition, add the following non-stock item:

Material R-1133, quantity 1, item category N

a)

Field name or data type ValuesComponent R-1133Requirement quantity 1Item category N

Continue

3. Check the availability of the first material.

a) Select the first component, choose Check material availability and thenContinue.

4. Go back to the operation overview and call up the availability check for all thestock materials. Are all stock materials available?

a) Back

Material availability, overall

5. Save the order.

a) Save



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6. Change the order again and display the material availability list.

a) Components

b) Order→ Functions→ Availability→ Availability list

Back

7. Find the reservation number for the first component.

a) Select the first component and choose Gen data to view the reservationnumber.

Back

8. Find the purchase requisition number of the third component

a) Select the third component and choose Purchasing to view the numberof the purchase requisition.

9. Check the planned costs for this order.

a) Choose Back and then Costs tab to display the planned costs.


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Exercise 13: Order Processing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Select orders.� Place the orders in process, release, and print them.

Business ExampleThe processing of service orders will be carried out soon. All the documents andmaterials required to process orders are prepared for the technicians.

Task:Selecting, releasing, and printing service orders

1. Some orders must be released. You use the order list to do this. Select yourservice orders in the function Service Order List - Change.

2. Select the Order status outstanding and enter the period of time from yesterdayto tomorrow. So that only your orders appear, enter your user name in Entered by.

Choose Execute.

Note: If only one order has been found, you will branch directly to theorder detail screen.

3. Select the order for the server enhancement and choose Detail. Set the orderto in process.

Choose Print + online window.

Confirm all the shop papers that are defaulted and choose Print/fax.

4. Leave list editing.



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Solution 13: Order ProcessingTask:Selecting, releasing, and printing service orders

1. Some orders must be released. You use the order list to do this. Select yourservice orders in the function Service Order List - Change.

a) Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Service Order List→ Change (IW72)

2. Select the Order status outstanding and enter the period of time from yesterdayto tomorrow. So that only your orders appear, enter your user name in Entered by.

Choose Execute.

Note: If only one order has been found, you will branch directly to theorder detail screen.

a)

Field name or data type ValuesOrder status OutstandingPeriod from YesterdayPeriod to TomorrowCreated by Your username

Execute

3. Select the order for the server enhancement and choose Detail. Set the orderto in process.

Choose Print + online window.

Confirm all the shop papers that are defaulted and choose Print/fax.

a) Select the order for the server enhancement and choose Detail.

Choose Put in process and then Print with online window.

Print/fax

4. Leave list editing.

a) Back (twice)



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a) Use System→ Own spool requests to display the print output.


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Exercise 14: Order Confirmation

Exercise ObjectivesAfter completing this exercise, you will be able to:� Confirm the hours worked.� Enter the activity reports for the order.� Confirm the material withdrawals.� Technically complete the order.

Business ExampleAfter the service order is processed, the materials taken from the stock and the hoursworked are entered into the system. An activity report is generated for the order andall the relevant information that has been created during the execution of the order isdocumented during order confirmation.

Task 1:Confirming material withdrawals.

1. Post the goods issue for the planned components used in the service order forthe server enhancement. Choose the activity Goods issue and the referencedocument order. Take the order number into consideration and enter the storagelocation 0001.

2. A disk drive was also needed. Post to the same service order an unplanned goodsissue for Material R-1150 (disk drive), quantity 1, in plant 1200, storage location0001. Choose the New Items icon to add a new item.

Task 2:Confirming hours worked

The server enhancement is complete.

1. Overall completion confirmation.

Choose the function Overall completion confirmation.

2. Enter the order number for the server enhancement and use Enter to confirm.

3. Enter the actual work times for the first three operations. Delete the linescontaining the fourth and fifth operations.



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4. Save the confirmation.

Task 3:Confirming times and activities

1. When enhancing the network server, a defective disk drive was also exchanged.Record this fact by entering a time confirmation in the function Overallcompletion confirmation. Enter the order number and the operation number 10.Confirm the warning messages that say final confirmation has already takenplace for the order and the operation.

2. Enter an actual work time of one hour in the first operation. Because warrantyservices are involved, choose the accounting indicator Warranty.

3. From the overall completion confirmation, create a notification of the typeactivity report.

4. Change the short text accordingly. In the item data, choose an object part,damage, and a cause code, and enter notification activity documents.

5. Return to the overall completion confirmation and save the confirmation.

Task 4:Technical completion

1. All work is now complete, so you can technically complete the order. Selectyour order in the function Change service order lists.

2. Order status: In process

Time: Yesterday to the day after tomorrow

3. Technically complete your order. You can also complete the activity report.

Task 5:Displaying the order

Hint: If you cannot easily identify your order, you may wish to add the field�Entered by�using the icon Current

1. You recheck that all the data entered before the order is billed. Display the orderfor the server enhancement.



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2. Display the document flow and review the lists of confirmations/goodsmovements.

3. Display the cost report.


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Solution 14: Order ConfirmationTask 1:Confirming material withdrawals.

1. Post the goods issue for the planned components used in the service order forthe server enhancement. Choose the activity Goods issue and the referencedocument order. Take the order number into consideration and enter the storagelocation 0001.

a) Logistics→ Customer Service→ Service Processing→ Confirmation→Goods Movement→ Goods Movement (MIGO)

Field name or data type ValuesActivity Goods issueReference document OrderOrder Your order number

Enter

Tabstrip Where

Field name or data type ValuesStorage location 0001Item OK Set indicator

Select the second row.

Tabstrip Where

Field name or data type ValuesStorage location 0001Item OK Set indicator

Post



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2. A disk drive was also needed. Post to the same service order an unplanned goodsissue for Material R-1150 (disk drive), quantity 1, in plant 1200, storage location0001. Choose the New Items icon to add a new item.

a) New items

Tabstrip Where

Field name or data type ValuesPlant 1200Storage location 0001

Tabstrip Material

Field name or data type ValuesMaterial R-1150

Tabstrip Quantity

Field name or data type ValuesQuantity in units of entry 1

Account assignment


Post

Task 2:Confirming hours worked

The server enhancement is complete.

1. Overall completion confirmation.

Choose the function Overall completion confirmation.




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2. Enter the order number for the server enhancement and use Enter to confirm.

a)


Enter

3. Enter the actual work times for the first three operations. Delete the linescontaining the fourth and fifth operations.

a)

Field name or data type ValuesActual time Enter a time for the first three

operations

Select the fourth and fifth operations and choose Delete row

4. Save the confirmation.

a) Save



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Task 3:Confirming times and activities

1. When enhancing the network server, a defective disk drive was also exchanged.Record this fact by entering a time confirmation in the function Overallcompletion confirmation. Enter the order number and the operation number 10.Confirm the warning messages that say final confirmation has already takenplace for the order and the operation.


Field name or data type ValuesOrder Your order numberOperation 10

Enter

Yes (twice)

2. Enter an actual work time of one hour in the first operation. Because warrantyservices are involved, choose the accounting indicator Warranty.

a)

Field name or data type ValuesActual time 1Accounting indicator G1

3. From the overall completion confirmation, create a notification of the typeactivity report.

a) Notification



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4. Change the short text accordingly. In the item data, choose an object part,damage, and a cause code, and enter notification activity documents.

a)

Field name or data type ValuesNotification short text Disk drive changedObject part Floppy Disk driveDamage/problem Diskette cannot be readCause code For example, poor construction

In Activities, select an activity code.

5. Return to the overall completion confirmation and save the confirmation.

a) Back

Save

Task 4:Technical completion

1. All work is now complete, so you can technically complete the order. Selectyour order in the function Change service order lists.

a) Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Service Order List→ Change (IW72)

2. Order status: In process

Time: Yesterday to the day after tomorrow

a)

Field name or data type ValuesOrder status In processPeriod from YesterdayPeriod to Day after tomorrow

Execute



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3. Technically complete your order. You can also complete the activity report.

a) Select your order, choose Complete (technically), and then incl.notifications.

Task 5:Displaying the order

Hint: If you cannot easily identify your order, you may wish to add the field�Entered by�using the icon Current

1. You recheck that all the data entered before the order is billed. Display the orderfor the server enhancement.

a) Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Display (IW33)


Header data

2. Display the document flow and review the lists of confirmations/goodsmovements.

a) Document flow

Back

Extras→ Order documents→ Completion confirmations

BackExtras→ Order documents→ Goods movements

Back

3. Display the cost report.

a) Costs tab


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Exercise 15: Billing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Process the dynamic items for a service order� Create a billing request for a service order� Create a billing document

Business ExampleThe customer is billed for the work.

Task 1:Creating a billing request

1. You must first create a billing request for the service order to be able to create abilling document. Choose the function Billing Request � Process Individually

2. Enter the order number for the server enhancement and choose Expenditure view.

3. The disk drive should not be included in the bill. For this reason, select thedynamic item and choose Reject all.

4. Switch to the Sales price view.

5. What net value will be charged to the customer?

6. What has happened to the time confirmation for which you entered an accountingindicator?

7. Save the billing request. Delete the billing block in the billing request and saveagain. What number does the billing request have?

Task 2:Creating a billing document

1. Choose the function Process Billing Due List.

2. Select from yesterday to today as Billing date. For the Sold-to party, enter yourcustomer with the number T-CSD##. Select under Documents to be selected�Order-related �.

3. Display the billing due list and save to create the billing documents.

4. How many billing documents were created? What numbers do they have?


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Solution 15: BillingTask 1:Creating a billing request

1. You must first create a billing request for the service order to be able to create abilling document. Choose the function Billing Request � Process Individually

a) Logistics→ Customer Service→ Service Processing→ Completion→Billing Request→ Process Individually (DP90)

2. Enter the order number for the server enhancement and choose Expenditure view.

a)


Expenditure view

3. The disk drive should not be included in the bill. For this reason, select thedynamic item and choose Reject all.

a) Select the line that contains the material number R-1150 and chooseReject all.

4. Switch to the Sales price view.

a) Sales price view

5. What net value will be charged to the customer?

a) The net value appears above/right.

6. What has happened to the time confirmation for which you entered an accountingindicator?

a) Expand All Nodes

A discount of 100% is calculated for the time confirmation with theaccounting indicator.



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7. Save the billing request. Delete the billing block in the billing request and saveagain. What number does the billing request have?

a) Save billing request and then Yes.

Hint: Save billing request is an icon with the �save� symbol andthe words �Billing Request�. Do not use the regular Save iconsince it will not create a billing request.

The billing request number is displayed.

b) Delete the billing block by choosing the dropdown in the Billing Block fieldand scrolling up to find a blank space. Click on the blank space.

Field name or data type ValuesBilling block Delete entry

c) Save

Task 2:Creating a billing document


a) Logistics→ Customer Service→ Service Processing→ Completion→Billing Document→ Process Billing Document List (VF04)

2. Select from yesterday to today as Billing date. For the Sold-to party, enter yourcustomer with the number T-CSD##. Select under Documents to be selected�Order-related �.

a)

Field name or data type ValuesBilling date from YesterdaySold-to party T-CSD##Documents to be selected Order-related



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3. Display the billing due list and save to create the billing documents.

a) Display billing due list

Save

4. How many billing documents were created? What numbers do they have?

a) Select the line that contains the group number and choose Documents tosee the invoice numbers and the number of invoices.


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Exercise 16: Order Completion

Exercise ObjectivesAfter completing this exercise, you will be able to:� Display the result of a service order� Settle an order� Complete an order

Business ExampleService order results are transferred to Management Accounting where they can beevaluated in aggregated form. Further posting to orders is blocked after the businesscompletion has taken place.

Task 1:Cost and revenue analysis

1. Display the order for the server enhancement. Choose Costs and display theoverview according to the value categories.

2. Display the Report planned/actual.

3. What�s the bottom line on the order?

Task 2:Determining the settlement rule

1. Display the settlement rule for the order.

Account assignment category: __________

2. Display the detail screen for a distribution rule and display the profitabilitysegment account assignment.

Task 3:Settling an order

1. Choose the function Order settlement � Single settlement

Enter the Controlling area 1000.



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2. Enter the order number for the server enhancement. Enter the current month asthe Settlement period. Delete the Test run indicator and choose Execute.

3. Display the cost report in the order to view how settlement has been recorded.Choose Costs and display the Planned/actual report.

4. What has changed?

Task 4:Business completing orders

1. Choose Service Order Change.

2. Business complete the order.


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Solution 16: Order CompletionTask 1:Cost and revenue analysis

1. Display the order for the server enhancement. Choose Costs and display theoverview according to the value categories.



Costs tab

2. Display the Report planned/actual.

a) Report planned/actual

3. What�s the bottom line on the order?

a) Total of the order: Column Total actual costs, last line.

Hint: A negative number indicates revenue.

Back

Task 2:Determining the settlement rule

1. Display the settlement rule for the order.

Account assignment category: __________

a) Settlement rule

Account assignment category: PSG profitability segment

2. Display the detail screen for a distribution rule and display the profitabilitysegment account assignment.

a) Select a line and choose Detail to display the settlement receiver. Next,choose Profitability segment � Display account assignment.



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Task 3:Settling an order

1. Choose the function Order settlement � Single settlement

Enter the Controlling area 1000.

a) Logistics→ Customer Service→ Service Processing→ Completion→Order Settlement→ Settle Individually (KO88)

Field name or data type ValuesControlling area (if necessary awindow will appear)

1000

Enter

2. Enter the order number for the server enhancement. Enter the current month asthe Settlement period. Delete the Test run indicator and choose Execute.

a)

Field name or data type ValuesOrder Your order numberSettlement period Current monthTest run Delete indicator

Execute

Back

3. Display the cost report in the order to view how settlement has been recorded.Choose Costs and display the Planned/actual report.



Costs

Report planned/actual



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4. What has changed?

a) A credit was created, the total actual sum for the order is now zero.

Task 4:Business completing orders

1. Choose Service Order Change.



Enter

2. Business complete the order.

a) Choose the path Order→ Functions→ Complete→ Complete (Business)


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Lesson Summary

You should now be able to:� Identify the components of service orders� Identify the steps to process a simple order� Identify the planning order operations and components� Perform service orders� Confirm and bill service orders� Complete service orders


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PLM301 Lesson: Creating Service Quotations

Lesson: Creating Service Quotations

Lesson OverviewIn this lesson, you will learn how to create service quotations. You will able toapprove the quotations and thereby release the service orders for processing. Whenthe service order is completed, you will perform billing based on the quoted work.


� Create a service quotation� Approve a service quotation� Bill a service order based on the quotation

Business ExampleCustomers may want a quotation before they agree on work to be performed. Youmay base these quotations on time and materials as planned in a service order or basethe quotations on a configurable service product.

Service Quotations� Options for drawing up quotations:

� Create a quotation from the planned data of the service order� Generate a service order from a quotation item

� Options for billing

� Planned effort� Actual effort� Fixed price of service product

You can create a quotation from the planning data of a service order. The serviceorder is used as a planning tool for the estimate. The quotation items are eithergenerated from the planned effort for the service order or contain the service productin the service order header.

Alternately, you can automatically generate a service order from the subsequentexecution of the work from a service product line item in the quotation. You do thiswhen you create a quotation with the Create Quotation (VA21) transaction. If youcreate a sales order with reference to the quotation, the service order is assigned to thecorresponding sales order item.


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Depending on the settings of the dynamic item processor profile (DIP profile), theservices performed are billed on the basis of planned effort, actual effort, and the fixedprice of the service product. The dynamic item processor profile, DIP, is locatedin the administrative data of the order header and controls quotation creation andresource-related billing.

Figure 61: Creating a Quotation from a Service Order

You have created a service order. As long as you have not released this order, youcan generate a quotation from it. This contains the result of service order planning ora service product (service material). The service order receives the status, �Quotationcreated�.

A prerequisite for the above is that you have entered a dynamic item processor profileto create quotations.

The service order cannot be released as long as the quotation has not been accepted.

If the quotation is accepted, the status, �Quotation accepted�, is set in the serviceorder. The quotation is given the status, completed.

A billing request is created when the quotation is accepted. This billing request can beused as the basis for billing with the fixed price from the quotation.

The service order will be billed based on the quotation with the planned effort, theactual effort, or the fixed price of the service product.


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Exercise 17: Service Quotations

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a quotation from a service order� Approve the quotation� Bill service work based on a quotation

Business ExampleYour customer would like a quotation for performing a PC installation. They areunsure of the whether the work should be done until they received a quoted price. Ifthey like the quote, then the quote can be approved, the order can be released and workcan proceed. When the order is billed, the work will be billed as originally quoted.

Task:Creating a Service Quotation from a service order with planning.

1. Your customer would like a quotation for performing a PC installation. Tocalculate a quotation, you first create a service order. The required activities areplanned in this order.

Create a service order with the order type SM02 for the functional locationTCST##-PROD.

2. Use the order to create a quotation for PC installation. Enter a suitable short text.

3. Choose Operations and enter a planned work time of 10 hours for the firstoperation.

Create a second operation with the short text Drive hours, planned work time 4hours, and service type 1413.

4. Call up the detail screen for the first operation and assign the following stockmaterial to the operation:

Material number R-1120, required quantity 10 pieces, item category L.

5. Save the service order. What order number is assigned?

6. Create a quotation for the service order

Create a quotation for the service order you have just created.

Enter the order number and choose Sales price basis view.Continued on next page


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7. What net value will appear in the order?

8. Save the quotation.

9. What number is given to the order? _____________

10. Accept quotation

The customer accepts the quotation.

Change the service order to show the customer�s acceptance of the quotation.

11. What number does the automatically created billing request have?_______________

12. Select the order for the PC installation and release it.

13. Confirm the service for the PC installation.

14. Enter an actual work time for each operation.

For the first operation click on Operation Data (magnifying glass), to confirmthe components. Enter storage location 0001.

Technically complete the order and save the confirmation.

15. Change the billing request and delete the billing block. Bill the customer.

16. Review the document flow for your service order to see how the entire processhas been recorded.


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Solution 17: Service QuotationsTask:Creating a Service Quotation from a service order with planning.

1. Your customer would like a quotation for performing a PC installation. Tocalculate a quotation, you first create a service order. The required activities areplanned in this order.

Create a service order with the order type SM02 for the functional locationTCST##-PROD.

a) Create service order

Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Create (General) (IW31)

Field name or data type ValuesOrder type SM02Functional Location TCST##-PROD

Enter

2. Use the order to create a quotation for PC installation. Enter a suitable short text.

a)

Field name or data type ValuesOrder short text PC Installation

3. Choose Operations and enter a planned work time of 10 hours for the firstoperation.



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Create a second operation with the short text Drive hours, planned work time 4hours, and service type 1413.

a) Operations

Field name or data type ValuesFirst operation: Work 10 hoursSecond operation: Operation short text Drive hoursSecond operation: Work 4 hoursSecond operation: Activity type 1413

4. Call up the detail screen for the first operation and assign the following stockmaterial to the operation:

Material number R-1120, required quantity 10 pieces, item category L.

a) Select the first operation and choose General.

Field name or data type ValuesComponent R-1120Requirement quantity 10Item category L

5. Save the service order. What order number is assigned?

a) Save

Order number: See system message.

6. Create a quotation for the service order

Create a quotation for the service order you have just created.



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Enter the order number and choose Sales price basis view.

a) Create a quotation for the service order

Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Create Quotation (DP80)


Sales price basis view

7. What net value will appear in the order?

a) Net value: See column net value.

8. Save the quotation.

a) Choose Create quotation and then Yes to confirm.

9. What number is given to the order? _____________

a) You see the quotation with the number assigned.

10. Accept quotation

The customer accepts the quotation.

Change the service order to show the customer�s acceptance of the quotation.

a) Accept quotation

Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Change (IW32)


Header data

Choose the path:

Order→ Functions→ Accept quotation.

11. What number does the automatically created billing request have?_______________

a) Number of billing request: See system message.



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12. Select the order for the PC installation and release it.

a) Select the order for the PC installation and choose Release order.

Since you are on the Change Order: Initial Screen, press Enter.

(If you have left this screen, please use the menu path in the step above)

Choose the icon Release.

Save.

13. Confirm the service for the PC installation.



Enter

14. Enter an actual work time for each operation.

For the first operation click on Operation Data (magnifying glass), to confirmthe components. Enter storage location 0001.

Technically complete the order and save the confirmation.

a)

Field name or data type ValuesActual time Enter times

Operation data

Field name or data type ValuesStorage location 0001

Technical Completion

Save

Continue



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15. Change the billing request and delete the billing block. Bill the customer.

a) Logistics→ Sales and Distribution→ Sales→ Order→ Change (VA02)

Field name or data type ValuesOrder Billing request number

Enter

Use the dropdown in the Billing Block field. Scroll up to the blank entry.Choose the blank entry.

Field name or data type ValuesBilling block Delete entry

Sales Document→ Billing

Save the billing document by choosing Save.

16. Review the document flow for your service order to see how the entire processhas been recorded.



Enter

Choose the icon Document Flow


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Lesson Summary

You should now be able to:� Create a service quotation� Approve a service quotation� Bill a service order based on the quotation


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PLM301 Unit Summary

Unit SummaryYou should now be able to:� Identify the components of service orders� Identify the steps to process a simple order� Identify the planning order operations and components� Perform service orders� Confirm and bill service orders� Complete service orders� Create a service quotation� Approve a service quotation� Bill a service order based on the quotation


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Unit Summary PLM301


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Test Your Knowledge

1. Briefly, list the main functions of a service order.

2. What is the next step in the process flow of a simple order after the order hasreceived the system status, Released, and the shop papers have been printed?

3. State the order types that exist in the standard settings.

4. State the criteria on which the billing of the service order will be based.

5. State the reasons why the system should support the user to select order data.


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6. If the reference object has an active warranty, state the functions that the systemuses to inform the user.

7. State the consequences of completing a service order.

8. Which of the following statements are true for service quotations?Choose the correct answer(s).□ A A service order cannot be released until the quotation is accepted.□ B A service order must be released before a quotation can be created.□ C A billing request is created when a quotation is accepted.□ D The status QUCR does not allow order release.


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Answers

1. Briefly, list the main functions of a service order.

Answer: The three main functions of a service order are: Planning services,such as repair, servicing and inspection activities, installation, and modification.Support of execution and monitoring. Settlement of expenses incurred as aresult of the order.

2. What is the next step in the process flow of a simple order after the order hasreceived the system status, Released, and the shop papers have been printed?

Answer: After the shop papers have been printed, the technician confirms thenumber of hours worked and the materials consumed. Additional informationregarding the activities, damage, and the causes of damage are entered in thenotification. The technician then technically completes the order and thenotification.

3. State the order types that exist in the standard settings.

Answer: The service order type controls whether or not the service order isrevenue-bearing. The following order types exist in the standard setting:·SM01: Service order with assignment to a sales order item, which is an item of aservice contract or of a sales order - non revenue-bearing·SM02: Service order without assignment to a sales item - revenue-bearing·SM03: Service order for returns and repair processing assigned to an item ofthe customer repairs order - non revenue-bearing.

4. State the criteria on which the billing of the service order will be based.

Answer: The service order will be billed based on the quotation with theplanned effort, the actual effort, or the fixed price of the service product.


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5. State the reasons why the system should support the user to select order data.

Answer: There are many reasons for the system to support you to select orderdata. Some of these reasons are listed below:

� You want to change or display a particular order, but you do not knowits number.

� You want to change or display several orders that have certaincharacteristics.

� You want to perform particular functions simultaneously for several ordersthat have certain characteristics.

� You want to obtain an overview of all the operations, components, orpermits that meet certain criteria.

6. If the reference object has an active warranty, state the functions that the systemuses to inform the user.

Answer: If the reference object has an active warranty, the system informs theuser assuming the corresponding settings have been made, using the followingfunctions:Processing of the notification or service order.Creation of the billing request.

7. State the consequences of completing a service order.

Answer: The consequences of completing a service order are:Order can no longer be changed.Order can no longer be posted to.Status, Completed.

8. Which of the following statements are true for service quotations?

Answer: A, C, D

A service quotation can only be created for service orders in the status Created.The status QUCR will be assigned when the quotation is created and it does notallow release. When the quotation is accepted, a new status QUAC is assigned.At this point a billing request is automatically created and the service ordermay now be released.


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Unit 6In-House Repair Processing

Unit OverviewThis unit will help you understand the various phases of in-house repairs processing.It will examine how to create and process a customer repairs order.


� Identify the various phases of in-house repairs processing� Create and process a customer repairs order� Enter the results of a technical check to generate a service order� Complete a repair order technically

Unit ContentsLesson: Processing Repair Orders .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240

Exercise 18: Order Entry and Returns Delivery .. . . . . . . . . . . . . . . . . . . . . . . . . . .247Lesson: Repair and Return .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253

Exercise 19: Technical Check and Repairs Processing ... . . . . . . . . . . . . . . . .259Exercise 20: Outbound Delivery and Billing ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263


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Unit 6: In-House Repair Processing PLM301

Lesson: Processing Repair Orders

Lesson OverviewThis lesson will help you to understand the various phases of in-house repairsprocessing and how to create and process a customer repairs order.


� Identify the various phases of in-house repairs processing� Create and process a customer repairs order

Business ExampleIn your organization, a customer returns a defective device and requests that it berepaired. The item is repaired in accordance with the request. As an employee, youmust know the possible variations of this scenario.

Understanding Repair Process

Figure 62: Repairs Processing


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PLM301 Lesson: Processing Repair Orders

In repairs processing, you document the customer�s request to repair a defectiveserviceable item. To do this, you create a service notification. The system createsa customer repairs order from the notification. You can also create the customerrepairs order directly.

After the serviceable item is delivered, the goods receipt is posted to a customerspecial stock for the repair order.

The serviceable item undergoes a technical check when the goods receipt is posted.During this process, the technician decides which operations are required to complywith the requirements of the customer. The results of the technical check are enteredin the repair order.

If the technical check informs you that the item is not worth repairing, the materialcan be scrapped and a credit memo and (or) the exchange parts can be delivered tothe customer.

OSS note number, 153869, describes how to create a quotation for repair work aftera technical check.

If the item is worth repairing, the system generates a service order that describes thetechnical execution of the repairs.

After the item is repaired, you can deliver it back to the customer. The cost of therepair or a previously agreed fixed price is then billed to the customer.

Figure 63: Phases of Repairs Processing


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The overall process is divided into three phases. You can define the operations to beautomatically proposed by the system for each phase or the ones that can be entered bythe user, in the repair procedure. The system determines the repair procedure usingthe item category of the repair request item.

Repair acceptance starts when you create the customer repairs order. The possibleoperations include the returns delivery, dispatch of loan equipment, and outbounddelivery.

The phase repairs start begins when you post the goods receipt for the returnsdelivery. The possible operations include repairs with the automatic generation ofa service order, delivery of exchange parts or unrepaired serviceable items to thecustomer, scrapping of items or creation of a credit memo.

The repair completion confirmation phase starts when you technically completethe relevant service order. The possible operations include the delivery of repairedserviceable items and exchange parts, collection of loan equipment, and creationof an invoice or credit memo.

The repair request item maintains the �Business decision to be made� status until therequired operation is created at a particular stage in repairs processing.

The repair request item is given the �Business decision made� status after thenecessary operation is created at a particular stage in repairs processing.

Repair Orders

Figure 64: Structure of Customer Repairs Order


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An item is created in the customer repairs order for each serviceable item category,material number, or repair request item. The system typically generates a returnsitem as a subitem from this information.

The user performs a technical check on the repairable item and makes a businessdecision upon receipt of the goods. This decision is entered into the system.

Depending on the results of the check, the system generates one or more subitems thatrepresent the extended business process consisting of repair, delivery of an exchangepart, scrapping, or creation of a credit memo.

The system automatically generates a service order from the subitem for the repairthat is used to plan, execute, and confirm the repair work.

When you technically complete the order, the system generates an outbound deliveryitem in the customer repairs order. This is used as the basis for the delivery with whichthe repaired serviceable item is returned to the customer.

If you perform resource-related billing, billing-relevant subitems are created in thecustomer repairs order, which the system copies to the billing items during billing.

� Service Notifications� Service Products/Service Materials

� Description of Service

� Pricing� Serial Numbers

� Stock Tracking for Single Units� Loan Equipment Processing

� Shipment and Pickup of Loan Equipment� Inspection Lots

� Further Process Flow Depending on Usage Decision

You can combine different functions during repairs processing to define a concreteprocess suitable for your company.

You can create customer repairs orders directly from a service notification. Thesystem uses the notification number as the Return Material Authorization (RMA)number and copies it as an external purchase order number to the customer repairsorder.

A service product is used to describe the work to be performed for pricing purposeswhen a fixed price is being calculated.


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You can use serial numbers to identify the serviceable items uniquely in repairsprocessing. Depending on the settings in the material master of the serviceable item,it is possible that goods movements for the customer repairs order can take placeonly if you specify the serial number(s).

Loan equipment processing in which the loan equipment is shipped and picked upcan be triggered from repairs processing. You need to do this if the customer requiresa replacement device while the customers own equipment is being repaired.

You can use inspection lots in Quality Management in the technical check. Thesystem automatically generates an inspection lot for the technical check for a returnsgoods receipt. The system does this if you have made the corresponding settings in thematerial master of the serviceable item. The subsequent repairs process flow dependson the usage decision you have entered for this inspection lot.

Figure 65: Serviceable Item and Service Product

When you create a customer repairs order, the terms, serviceable item and serviceproduct, both play an important role. Depending on the settings for the sales documenttype, you enter either only the material number of the serviceable item in the item,sales document type RA, or two material numbers for each item, the serviceable itemand the service product, sales document type, RAS.

The serviceable item is the category of the device to be repaired, such as notebook486.

The service product represents the service material that describes the service for thecustomer. Examples of service products can be Repair PC for fixed price or upgrade.


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You can use the service product to determine a fixed price for the work. Additionally,you can determine a task list using the service product from which the system copiesthe operations and components of the automatically generated service order. If youare not working with a service product, you can determine a task list using theserviceable item.

The system uses the corresponding condition records in material determination tolink the service products with the relevant serviceable items.

If you use the functions to lend serviceable items, you can use material determinationto determine the possible material numbers for the items that can be sent as loanequipment.


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Exercise 18: Order Entry and ReturnsDelivery

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a customer repairs order� Create a returns delivery

Business ExampleYour customer has two devices that they would like to send in for repair. You willcreate a repair order to process this in-house repair. You give the customer repairsorder number to the customer as a �return material authorization number� to use whenthey send the devices. The customer sends the devices for repair.

Task 1:Creating a customer repair order

1. Your customer is sending two defective PCs to the service center for repair.

Create a type RA customer repair order.

2. Enter your customer T-CSD## as the sold-to party. The customer�s purchaseorder number is RA-##.

The customer wants two devices with the material number T-FSN## to berepaired.

3. Branch to the Repair screen of the repair request item. Which operation hasbeen generated as a subitem?

4. Return to the item overview and display the additional line items that havebeen generated automatically, by using the menu path: Edit→ Display range→ All items

5. Create the returns delivery directly from the customer repair order.

Number of customer repair order:

Set the delivery type LR.

6. The customer sends the serial numbers 20 and 21 to be repaired. The numbersare not yet available as master records. Assign the serial numbers to the deliveryitem.



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7. Post the goods receipt

Task 2:Displaying the serial number master record

1. To check if the goods receipt has been properly posted, display the serial numbermaster record for the material, T-FSN##, serial number 20.

2. What can you see in the Stock information?


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Solution 18: Order Entry and ReturnsDeliveryTask 1:Creating a customer repair order

1. Your customer is sending two defective PCs to the service center for repair.

Create a type RA customer repair order.

a) Logistics→ Customer Service→ Service Processing→ Order→Customer Repair→ Create (VA01)

b)

Field name or data type ValuesOrder type RA

c) Enter

2. Enter your customer T-CSD## as the sold-to party. The customer�s purchaseorder number is RA-##.

The customer wants two devices with the material number T-FSN## to berepaired.

a)

Field name or data type ValuesSold-to party T-CSD##Purchase order no. RA-##Material T-FSN##Order quantity 2

3. Branch to the Repair screen of the repair request item. Which operation hasbeen generated as a subitem?

a) Repairs

A Returns operation has been generated.



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4. Return to the item overview and display the additional line items that havebeen generated automatically, by using the menu path: Edit→ Display range→ All items

a) Back

Edit→ Display range→ All items

5. Create the returns delivery directly from the customer repair order.

Number of customer repair order:

Set the delivery type LR.

a) Sales document→ Deliver

Number of the customer repairs order: See field Order

You may receive a message that an outbound delivery cannot be created.Change the delivery type to an inbound delivery type LR.

Field name or data type ValuesDelivery type LR

b) Enter

6. The customer sends the serial numbers 20 and 21 to be repaired. The numbersare not yet available as master records. Assign the serial numbers to the deliveryitem.

a) Select the item and choose the path

Extras→ Serial Numbers

Field name or data type ValuesSerial Numbers 20

21

Enter

7. Post the goods receipt

a) Post goods receipt



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Task 2:Displaying the serial number master record

1. To check if the goods receipt has been properly posted, display the serial numbermaster record for the material, T-FSN##, serial number 20.

a) Logistics→ Customer Service→ Management of Technical Objects→Serial Numbers→ Display (IQ03)

Field name or data type ValuesMaterial T-FSN##Serial Numbers 20

Enter

2. What can you see in the Stock information?

a) The serial numbers are in the sales order stock for the customer repair order.


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Lesson Summary

You should now be able to:� Identify the various phases of in-house repairs processing� Create and process a customer repairs order


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PLM301 Lesson: Repair and Return

Lesson: Repair and Return

Lesson OverviewThis lesson will help you to understand the final phases of repair processing. Youwill learn how to enter the results of a technical check and generate a service orderautomatically. You will technically complete the order to enter the final phase whereyou may return the repaired goods to the customer.


� Enter the results of a technical check to generate a service order� Complete a repair order technically

Business ExampleIn your organization, a customer returns a defective device to be repaired. The item isrepaired in accordance with the request and returned to the customer. The repairs arecharged to the customer. As an employee, you must know the possible variations ofthis scenario. You must be able to enter the result for a technical check for the defectivedevice to generate the appropriate actions such as creating a service order to repair theitems and technically complete a repair order in order to return the repaired items.

Accepting Repairs

Figure 66: Repair Acceptance


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The customer gives instructions to perform the work during repair acceptance andthen a customer repairs order is created.

The system creates a repair request item for each serviceable item together withthe necessary subitems.

The settings in the repair procedure mean that a returns item is created automatically.This is used as the basis to create a returns delivery. This is used as the follow-ondocument for the customer repairs order.

You can add additional items, such as a loan equipment item manually. The loanequipment item is used as the basis for the delivery of loan equipment.

The system posts the goods receipt for the returns delivery to the customer specialstock so that the return stocks can be tracked. The serviceable items remain theproperty of the customer.

Figure 67: Repair Start

After the defective item is accepted for repairs, the actual start of the repair processcan begin with the technical check and the resulting business decision.

Technical check:

The items are checked to see if they can be repaired or have to be scrapped, andwhether an exchange part needs to be delivered.

The system generates a repairs item for the serviceable items to be repaired, whichautomatically generates a service order. This service order documents the actualrepair of the serviceable item.


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If you are working with inspection lots, an item is generated after you enter a usagedecision for the inspection lot.

You must manually post goods movements relating to the scrapping of materialfrom the sales order stock.

When you send exchange parts, the system generates a delivery on the basis of thesubitems created for this purpose.

Figure 68: Customer Repairs Order and Service Order

You can generate one or more service orders for each repair subitem in the customerrepairs order.

The following information is available in the service order header:

� Material number of the serviceable item.� Quantity of serviceable items to be repaired.� If required, the material number of the service product.� Number of the customer repairs order and item.

If serial numbers are used, they appear in the object list of the service order.

The operations and components for the service order may be taken from a generaltask list that is assigned to the service product or serviceable item.

The item in the customer repairs order is the settlement receiver for the service order.


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Completing Repair Order Confirmation

Figure 69: Completion Confirmation

The technical completion of the service order triggers an automatic generation ofitems in the customer repair order.

If the serviceable material was posted to the blocked sales order stock on goodsreceipt, it must be reposted to the unrestricted-use sales order stock before technicalcompletion of the service order.

The system creates a delivery-relevant subitem for the outbound delivery of theserviceable item to the customer. If the customer has received loan equipment, thesystem also generates a subitem for the returns delivery of this equipment.


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Figure 70: Billing in Repair Order

In repairs processing, you can either bill the customer for a fixed amount or accordingto effort. This billing form is defined in the repair request item. The billing form isproposed by the item category and can be changed manually.

In resource-related billing, you can create billing-relevant subitems for the repairrequest item using the function, Create billing request. This is controlled by thedynamic item processor profile (DIP profile) you have entered in the repair requestitem. The system copies the subitems when you create a billing document.

When you bill a fixed amount, the system performs pricing using the service productor the serviceable item, depending on the sales document type. You can create abilling document directly with reference to the customer repairs order. The systemgenerates a billing item for each repair request item.


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When you confirm a service order, the cost information initially collected on theservice order becomes available.

Because the order type of the service order is not classed as revenue-bearing, revenuesare posted to the item in the customer repairs order during billing.

The service order is assigned the item in the customer repairs order. This meansthat this item is the settlement receiver entered in the settlement rule for the serviceorder. When you settle a service order, its costs are transferred to the item for thecustomer repairs order.

You can display the result of the activity as the difference between the costs andrevenues in the cost overview for the item, in the customer repairs order.

The item in the customer repairs order also has a settlement rule. When you settle thecustomer repairs order, the result is transferred to the settlement receiver. For example,the settlement receiver can be a profitability segment from the profitability analysis.


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Exercise 19: Technical Check and RepairsProcessing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a service order from the customer repair order� Process, confirm, and technically complete the service order

Business ExampleThe technical check for the devices that have been delivered by your companyreveals that both need to be repaired. Consequently, you arrange for the repair workto be carried out.

Task 1:Entering the results of technical check

1. Change the customer repair order. Call up the Repair details screen.

2. How do you recognize that the returns were posted?

3. Which operation does the system default?

4. Return to the overview screen using the Back button. Copy the automaticallygenerated item proposal which indicates a service order will be generatedautomatically.

5. Save the customer repair order.

6. A service order was automatically generated through the procedure describedabove.

Where can you display the service order?

What is the service order number? ___________________

Task 2:Confirming and technically completing the service order

1. The repair work has been carried out.

Using the function Overall completion confirmation, enter the work times forthe service order operations.



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In addition, enter a goods issue for a motherboard, material number R-1111,from plant 1200, storage location, 0001.

All the work is complete, so select Tech. completion and save the confirmation.


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Solution 19: Technical Check and RepairsProcessingTask 1:Entering the results of technical check

1. Change the customer repair order. Call up the Repair details screen.

a) Logistics→ Customer Service→ Service Processing→ Order→Customer Repair→ Change (VA02)


Enter

Repairs

2. How do you recognize that the returns were posted?

a) The quantity 2 is displayed under Received.

3. Which operation does the system default?

a) The Repairs operation is defaulted.

4. Return to the overview screen using the Back button. Copy the automaticallygenerated item proposal which indicates a service order will be generatedautomatically.

a) Back

Copy proposal? Yes

Choose Copy All to accept the task list

Copy All

Enter

5. Save the customer repair order.

a) Save

6. A service order was automatically generated through the procedure describedabove.

Where can you display the service order?Continued on next page


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What is the service order number? ___________________

a) Document flow

Service documents

Go to the line that contains the service order and select Display document.

Task 2:Confirming and technically completing the service order

1. The repair work has been carried out.

Using the function Overall completion confirmation, enter the work times forthe service order operations.

In addition, enter a goods issue for a motherboard, material number R-1111,from plant 1200, storage location, 0001.

All the work is complete, so select Tech. completion and save the confirmation.


Field name or data type ValuesOrder Your service order number

Enter

Field name or data type ValuesActual time Enter value

Material R-1111Quantity 1Plant 1200Storage location 0001

Technical completion

Save


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Exercise 20: Outbound Delivery and Billing

Exercise ObjectivesAfter completing this exercise, you will be able to:� Deliver the repaired items to the customer� Create an invoice� Display the result of the repair work

Business ExampleYour company dispatches the repaired device to the customer. The repairs are chargedto the customer. As an employee, you must be aware of the process of delivery,creating an invoice of the repaired device, and how to display the result of the repairwork done for the device.

Task 1:Creating outbound delivery

1. To send the repaired device back to the customer, create a delivery.

Change the customer repair order

2. Display the operation that was created when you technically completed theservice order. Which operation was created?

3. Perform the outbound delivery of the repaired device to the customer. Createa delivery directly from the customer repair order.

4. Use the follow-on functions to create a transfer order for the delivery.

5. Update the transfer order screen with the warehouse number and make thesetting for the goods issue to be created automatically.

Warehouse number: 012

Adopt picking quantity: 2

Save the transfer order so that the goods issue is posted.



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Task 2:Creating billing documents and billing items

1. Choose the function Billing Request�Process Individually to createbilling-relevant items in the customer repair order.

2. Enter the number of your customer repair order as the sales document. Deletethe service order number.

3. Choose Save billing request.

4. In the customer repair order, select Edit→ Display Range→ All items to displaybilling-relevant items that have been created.

5. Bill the customer repair order directly

6. Number of the billing document:

Task 3:Settling a service order

1. Settle the order.

Controlling area: 1000

Task 4:Displaying the financial results of the repairs

1. Display the cost report for the customer repair order item. What is the netrevenue?

Task 5:Settling the customer repair order

1. Settle the customer repair order.


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Solution 20: Outbound Delivery and BillingTask 1:Creating outbound delivery

1. To send the repaired device back to the customer, create a delivery.

Change the customer repair order

a) Logistics→ Customer Service→ Service Processing→ Order→Customer Repair→ Change (VA02)


Enter

2. Display the operation that was created when you technically completed theservice order. Which operation was created?

a) Repairs

An operation was created for the outbound delivery.

Back

3. Perform the outbound delivery of the repaired device to the customer. Createa delivery directly from the customer repair order.

a) Sales document→ Deliver

You may need to remove a default value from the delivery type field.

4. Use the follow-on functions to create a transfer order for the delivery.

a) In the delivery overview, select

Subsequent functions→ Create transfer order

Yes

5. Update the transfer order screen with the warehouse number and make thesetting for the goods issue to be created automatically.

Warehouse number: 012

Adopt picking quantity: 2



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Save the transfer order so that the goods issue is posted.

a) The delivery number is displayed.

Field name or data type ValuesWarehouse number 012Adopt pick. quantity 2

Enter

Post

Task 2:Creating billing documents and billing items

1. Choose the function Billing Request�Process Individually to createbilling-relevant items in the customer repair order.

a) Logistics→ Customer Service→ Service Processing→ Completion→Billing Request→ Process Individually (DP90)

2. Enter the number of your customer repair order as the sales document. Deletethe service order number.

a)

Field name or data type ValuesSales document Your order number

3. Choose Save billing request.

a) Save billing request

The customer repairs order is changed.

4. In the customer repair order, select Edit→ Display Range→ All items to displaybilling-relevant items that have been created.

a) Edit→ Display range→ All items

5. Bill the customer repair order directly

a) Sales document→ Billing

Save



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6. Number of the billing document:

a) Number of billing document: See system message.

Task 3:Settling a service order

1. Settle the order.

Controlling area: 1000

a) Logistics→ Customer Service→ Service Processing→ Completion→Order Settlement→ Settle Individually (KO88)

Field name or data type ValuesControlling area(If windowappears)

1000

Order Your service order numberSettlement period Current monthTest run Delete indicator

b) Execute

Task 4:Displaying the financial results of the repairs

1. Display the cost report for the customer repair order item. What is the netrevenue?

a) Logistics→ Customer Service→ Service Processing→ Order→Customer Repair→ Display (VA03)


Enter

Environment→ Cost report

The net is in the last row of the column Total actual costs



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Task 5:Settling the customer repair order

1. Settle the customer repair order.

a) Logistics→ Sales and Distribution→ Sales→ Order→ SubsequentFunctions→ Settlement (VA88)

Field name or data type ValuesSales document Your order numberSettlement period Current monthFiscal year Current yearTest run Delete indicator

Execute


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Lesson Summary

You should now be able to:� Enter the results of a technical check to generate a service order� Complete a repair order technically


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Unit Summary PLM301

Unit SummaryYou should now be able to:� Identify the various phases of in-house repairs processing� Create and process a customer repairs order� Enter the results of a technical check to generate a service order� Complete a repair order technically


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Test Your Knowledge

1. State the basis for the delivery with which the repaired serviceable item isreturned to the customer.

2. Explain the phases that consist of the overall repairs process

3. Which of the following information is available in the service order header?Choose the correct answer(s).□ A Material number of the serviceable item□ B Quantity of serviceable items not to be repaired□ C If required, the material number of the service product□ D Number of the customer repairs order and item

4. Define a settlement rule.


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Answers

1. State the basis for the delivery with which the repaired serviceable item isreturned to the customer.

Answer: When you technically complete the order, the system generates anoutbound delivery item in the customer repairs order. This is used as the basis forthe delivery with which the repaired serviceable item is returned to the customer.

2. Explain the phases that consist of the overall repairs process

Answer: The overall process is divided into three phases. You can define theoperations to be automatically proposed by the system for each phase and theones that can be entered by the user, in the repair procedure.Repair acceptance begins when you create the customer repairs order. Thepossible operations include the returns delivery.After the goods receipt is done, the repairs order enters the Start Repair Phase.During this phase a service order can be generated. When the service order istechnically completed, you enter the Confirm Repair phase and the repaireditems can be shipped to the customer.

3. Which of the following information is available in the service order header?

Answer: A, C, D

Quantity of serviceable items to be repaired.

4. Define a settlement rule.

Answer: When you settle a service order, its costs are transferred to the itemfor the customer repairs order. The item in the customer repairs order hasa settlement rule. When you settle the customer repairs order, the result istransferred to the settlement receiver.


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Unit 7Service Contract Processing

Unit OverviewIn this unit, you will learn about the contents and the structure of a service contract.You will examine the different types of service products. In addition, you will identifythe effect of a contract assignment on resource-related billing and order settlementfor service orders.


� Identify the contents and the structure of a service contract� Identify the contract data for a service contract� Outline the billing plan for the contract� Identify the price agreements for a service contract� Describe the attributes of simple, configurable, and configured service products� Identify the different ways to assign a notification or an order to a service

contract item� Create and process service notifications and service orders with contract

reference

Unit ContentsLesson: Service Contracts Contents .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .274

Exercise 21: Service Contracts.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .279Lesson: Service Products Overview ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .289

Exercise 22: Service Products.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .297Exercise 23: Service Processing with Contract Reference .. . . . . . . . . . . . . .301


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Unit 7: Service Contract Processing PLM301

Lesson: Service Contracts Contents

Lesson OverviewIn this lesson, you will learn about the contents of a service contract and define itsvarious elements. You will also learn about the data concerning the contract validityperiod and the contract cancellation. In addition, you will learn about billing a servicecontract and its price agreements.


� Identify the contents and the structure of a service contract� Identify the contract data for a service contract� Outline the billing plan for the contract� Identify the price agreements for a service contract

Business ExampleYour organization wants to get into long-time agreements with the customers and thuswants to find out how these agreements will affect service processing. For this reason,your employer wants you to learn about service contracts.

Components of Service Contracts

Figure 72: Contents of Service Contract


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PLM301 Lesson: Service Contracts Contents

For whom: This indicates the different types of customers, such as sold-to party,ship-to party, bill-to party, and payer.

In which period: The period is determined by information regarding the contractvalidity period and the cancellation rules.

Which services: The services are described by service products in the contract items.

Conditions: Include the contract fees that must be paid regularly and the priceagreements for resource-related billing.

Figure 73: Structure of Service Contract

The service contract is a sales document.

The sales document type, WV (Service and Maintenance), is used as a standard setting.

The contract header contains the assignment to the sold-to party and additionalpartner information. Notice that you can define the contract data and price agreementsfor the contract header. These are valid for all items for which no alternatives havebeen defined. You use the header billing plan to determine the settlement periods andbilling periods for the item billing plans.

The contract items contain the service products and conditions. Contract data, billingplan, and price agreements can also be stored at the item level. The technical objectson which the services are to be performed, are also assigned at item level.


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Functional locations, equipment with or without assembly information, or serialnumbers can be entered as technical objects.

� Validity period

� Start� End� Date determination rules� Activities to be performed when contract ends

� Cancellation

� Cancellation procedure/conditions� Cancellation data

The data concerning the contract validity period includes the contract start and enddates, the validity period, and further date information, such as the contract signature,installation, acceptance, and dismantling.

Contract start and end dates can be established using the date determination rules.

You can also establish which sales activity should be triggered when the contractexpires. For example, this could involve the activities to create a quotation or visitthe customer.

The cancellation data contains the cancellation procedure in which the cancellationrules or conditions are defined. When the contract is cancelled, the cancellation data isentered, such as the reason for cancellation, cancellation receipt date, and requesteddate. The system checks whether the cancellation request date confirms to the rulesdefined.

� Price agreements are contract-specific prices, discounts, or deductions.� They can be assigned to the contract header or the contract item.� They are considered for resource-related billing of service orders that are

assigned to the contract.

Price agreements determine which services are covered wholly, partially, or not atall by the contract.

For example, a price agreement can define that all spare parts are free of charge, andthat the installation of spare parts is to be invoiced at the rate of $25 per hour.

If you perform service orders with reference to the contract, the system takes the priceagreements into account in resource-related billing. The system also shows theconditions from the price agreements during pricing for the billing request. This meansthat the customer is only billed for the expenses that are not covered by the contract.


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Figure 74: Service Contract - Billing Plan

The billing plan contains the following information:

� Start and end dates for billing with date determination rules: Enable the startdate to be derived from the contract start, installation, or acceptance date.

� Billing rule: Determine the billing dates. In the example: Monthly billing on thelast day of the month.

� Horizon with determination rule: Represents the period of time for whichbilling dates are generated, based on the current date. In the example: Currentdate + 6 months.

� Settlement periods: Are calculated using the start and end dates together withthe billing rule. In the example, the first and last calendar months of the billingperiod are billed proportionally.

� Individual billing dates for each billing period. Each billing date has a billingstatus, (�Processed� = settled, or �Not yet processed� = not yet settled).


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Figure 75: Contract Billing

Contract billing can be performed in three different ways:

� Create individual billing documents by specifying the contract number.� Process the billing due list by selecting all the contract items to be billed.� Perform regular batch billing as a background process.

Create billing documents for all unprocessed billing dates of billing plans that liewithin a given period.


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Exercise 21: Service Contracts

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a service contract� Bill a service contract

Business ExampleYou and your customer agree on a contract that covers all repair work performed forparticular technical objects. A regular fee is charged for the contract.

Task 1:Creating service contracts

1. Create the service contract that you agreed with your customer.

Contract type: SC (Service Contract)

2. For the Sold-to party, enter your customer with the number T-CSD##. Enter thefirst day of the current month as Contract start. Confirm the notification withEnter or Yes. What contract end date is suggested?

Copy this date.

3. For material, enter REPAIR_SERVICE, for target quantity, enter 1.

4. Assign your piece of equipment, T-CSE1##, to the contract item.

5. Display the condition screen for this contract item.

What is the monthly price for this contract item?

6. Display the condition detail for condition type PPSV.

How can we tell that this is monthly price? Which calculation type is used here?

7. Choose Display doc. header details and then Contract data.

8. How was the end date for the contract determined?

9. What activity is triggered when the contract expires?

10. Under what conditions can the contract be canceled?

11. Display the item billing plan. Billing dates are determined according to whichrule?



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What is the billing value of a billing item?

12. Within the framework of the contract as a whole, the repair work should be billedat 50 EUR per hour. Choose Extras→ Price agreements→ Header to enterthis price agreement.

Condition type: PKAR

Material SM-REPHOUR, Amount 50 EUR

13. Within the framework of the first contract item, all the materials of the materialgroup, �Spares�, should be free of charge.

Condition type: ZZWV

Material group 02, Amount 100 % (Discount)

14. Save the service contract and note the number assigned to the contract. What isthe contract number? __________________

Task 2:Bill a service contract


For Billing date, select from today to the last day of the month. For the Sold-toparty, enter your customer with the number, T-CSD##. Select under Documentsto be selected Order-related.

2. Display the billing due list and save the billing documents.

3. What number does the invoice have that you created? __________

4. Display your contract. Where can you see that billing has already taken place?


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Solution 21: Service ContractsTask 1:Creating service contracts

1. Create the service contract that you agreed with your customer.

Contract type: SC (Service Contract)

a) Logistics→ Customer Service→ Service Agreements→ Contracts→Contract→ Create (VA41)

Field name or data type ValuesContract type SC (Service Contract)

Enter

2. For the Sold-to party, enter your customer with the number T-CSD##. Enter thefirst day of the current month as Contract start. Confirm the notification withEnter or Yes. What contract end date is suggested?

Copy this date.

a)

Field name or data type ValuesSold-to party T-CSD##Contract start First day of current month

Enter

Confirm the messages with Enter or Yes.

The contract start date plus one year is suggested for the contract end date.



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3. For material, enter REPAIR_SERVICE, for target quantity, enter 1.

a)

Field name or data type ValuesMaterial REPAIR_SERVICETarget quantity 1

Enter

4. Assign your piece of equipment, T-CSE1##, to the contract item.

a) Select the contract item and choose Extras→ Technical objects


Back


What is the monthly price for this contract item?

a) Select the contract item and choose

Item conditions

You can see the net value in the field, Net.

6. Display the condition detail for condition type PPSV.

How can we tell that this is monthly price? Which calculation type is used here?

a) Select the line containing the condition type, PPSV and choose Conditiondetail.

Calculation type: Quantity � monthly price

Choose Back, two times to return to the item overview.

7. Choose Display doc. header details and then Contract data.

a) Display doc. header details

Contract data tab



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8. How was the end date for the contract determined?

a) The date determination rule Contract start date and contract validity periodwas used to define the contract end date.

9. What activity is triggered when the contract expires?

a) A sales activity is created one month before the end of the contract.

10. Under what conditions can the contract be canceled?

a) Cancellation detail

There are two calculation rules: Cancel within one week of start, and threemonths� notice for cancellation at the end of contract.

Back

Back

11. Display the item billing plan. Billing dates are determined according to whichrule?

What is the billing value of a billing item?


Bill Plan

Rule for billing dates: 11 (last of month for billing date + 1 month).

Value of a billing item: See list (column Bill value).

Back

12. Within the framework of the contract as a whole, the repair work should be billedat 50 EUR per hour. Choose Extras→ Price agreements→ Header to enterthis price agreement.

Condition type: PKAR



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Material SM-REPHOUR, Amount 50 EUR

a) Extras→ Price agreements→ Header

Choose pushbuttonOther condition type

Hint: The Other condition type pushbutton is on the far right ofthe row of icons.

Field name or data type ValuesCondition type PKAR

Enter

Field name or data type ValuesMaterial SM-REPHOURAmount 50

Save

13. Within the framework of the first contract item, all the materials of the materialgroup, �Spares�, should be free of charge.

Condition type: ZZWV



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Material group 02, Amount 100 % (Discount)


Pricing agreement

Other condition type

Field name or data type ValuesCondition type ZZWV

Enter

Field name or data type ValuesMaterial pricing group 02Amount 100-%

Save

14. Save the service contract and note the number assigned to the contract. What isthe contract number? __________________

a) Save

b) Number of contract: See system message.

Task 2:Bill a service contract




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For Billing date, select from today to the last day of the month. For the Sold-toparty, enter your customer with the number, T-CSD##. Select under Documentsto be selected Order-related.

a) Logistics→ Customer Service→ Service Agreements→ Environment→ Sales and Distribution→ Billing Document→ Billing Document→Process Billing Due List (VF04)

Field name or data type Values

Billing data from TodayBilling data to Last day of this month

Sold-to party T-CSD##Documents to be selected Order-related

2. Display the billing due list and save the billing documents.

a) Display the billing due list

Save

Hint: Do not exit the Billing Due List screen after saving. You willremain on this screen for the next step of the exercise.

If you do exit, then you can display the invoice group by usingthe transaction Logistics→ Sales and Distribution→ Billing→Information System→ Billing Documents→ Log of CollectiveRun. Choose Execute and your invoice group will be displayed.

3. What number does the invoice have that you created? __________

a) To view the billing document number, choose the group number andchoose the pushbuttonDocuments.



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4. Display your contract. Where can you see that billing has already taken place?

a) Logistics→ Customer Service→ Service Agreements→ Contracts→Contract→ Display (VA43)

Field name or data type ValuesContract Your contract number

Enter

You can see that billing has already taken place in the document flow.Click on the icon Display document flow

You can see the billing document in the document flow. You can also viewit in the billing plan. Choose Back to return to the item overview screen.

You can also view the billing status in the billing plan for the item.

Billing Plan

See the column Billst (billing status).

The value C indicates the item has been billed.

Back

You can also view the effect of billing in the cost report: Environment→ Cost Report.


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Lesson Summary

You should now be able to:� Identify the contents and the structure of a service contract� Identify the contract data for a service contract� Outline the billing plan for the contract� Identify the price agreements for a service contract


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PLM301 Lesson: Service Products Overview

Lesson: Service Products Overview

Lesson OverviewIn this lesson, you will learn the attributes of simple, configurable, and configuredservice products. You will also learn about the assignment of a notification or anorder to a service contract item. In addition, you will learn how to create and processservice notifications and service orders.


� Describe the attributes of simple, configurable, and configured service products� Identify the different ways to assign a notification or an order to a service


reference

Business ExampleYour organization enters into a contract that covers all repair work performed forparticular technical devices for its customers. You can enhance the contract to includehotline support. After this is done, you need to process customer calls for the hotlinecontract and perform repair work for the repair contract.


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Defining Service Products

Figure 76: Overview of Service Products

Fixed, configured, or configurable service products can be entered as contract items.

You cannot undertake valuation for fixed service products. The conditions areestablished using standard price determination.

As far as configurable service products are concerned, the values of thecharacteristic values must be entered in the contract. The conditions are dependent onthe characteristic values.

For configured service products, the characteristic values come from the valuation inthe material master record. They cannot be changed in the contract.

� Non-configurable material.� Material master for each product.� No variations possible.� Price is based on service quantity and time.� Examples:

� Standard repair service.� Standard hotline service.� Standard maintenance service.

The standard material type for service materials is DIEN.

The services are described using the material text.


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The prices defined for the materials can be daily, weekly, monthly, or yearly prices.

� Indicator �Configurable�.� Assignment to one or more classes.� Characteristics are assigned to classes.� Valuation made in the service contract and not the material master.� Attributes of characteristics and characteristic values can be stored in object

dependencies.� Sales conditions can be defined for characteristic values.

Configurable materials either have the material type, �KMAT� - for which the systemautomatically sets the indicator, �Configurable�, or another material type, for whichyou must set this indicator when you create the material master.

You can describe the different variations of a service using the material number andthe respective characteristic valuation.

Figure 77: Configurable Service Products - Context

A configuration profile must be created for each configurable material. This profiledefines certain characteristics of the configuration.

In the configuration profile or in the material master, the material is assigned to one ormore classes. Each class contains one or more characteristics. You can define thepossible values, which means the characteristic attributes, for each characteristic.


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Interactions between individual characteristics and characteristic values arerepresented using object dependencies.

You can also assign sales conditions, which means prices or surcharges/discounts,for characteristic values. The system takes the variant conditions into account duringpricing in the order.

� Configured service product is a variant of the configurable service product.� Material master exists for each variant with reference to the configurable

material.� Characteristic valuation made in the material master.� Valuation of variant (description of service product) specified in the material

master record cannot be changed in the service contract.

A configured service product is a variant of a configurable service product.

This enables frequently-used variants to be defined in the system.

A material becomes a configured material when it is assigned to a configurablematerial in the view, �Basic Data 2�, at the client level or the view, �MRP3�, at theplant level of the material master. The material number of the configurable material isentered.

The variants are then valuated. This means the characteristic values are entered forthe characteristics of the configurable material.

You can display this valuation in the contract item, but you cannot change it.

Figure 78: Configured Service Products: Example


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The characteristics, �Service profile� and �Response profile�, are assigned to theconfigurable material, �Hotline service�.

Due to the fact that not all possible combinations of service and response profilesshould be offered to the customer, the configured materials are created with therelevant valuations.

Processing Service Contract

Figure 79: Service Contract Assignment

A notification or an order can be assigned to a service contract item

� Automatically due to the customer or the reference object� For several contract items by choosing one contract item� By entering the sales document and item numbers

Automatic contract assignment due to the reference object is only possible in thenotification and can be activated for each notification type. If you call the contractselection in the notification, contracts for the customer without reference objectsare selected.

A service order is automatically assigned to a contract item if it has been generatedfrom a notification that refers to a contract.

You must call up contract selection when you create a service order directly.Alternatively, you can enter the contract number and contract item number directly inthe order header. This is only possible for order types that are not revenue-bearing.


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Figure 80: Hotline Processing with Service Contract

When you create a service notification, the notification is assigned either automaticallyor manually to a contract item.

The contract data can be displayed on the object information screen for the notification.

If you have specified information for the response and service profiles in theconfiguration of the contract item, this is taken into account when tasks are determinedin the notification.

To perform this, you must have assigned a configured or configurable service productin the service contract. The characteristic valuation must correspond to a responseand service profile.

During task determination if no response or service profiles are found for the contract,the profiles assigned to the notification type are used.


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Figure 81: Service Order with Service Contract

The order type, �SM01� is used as the standard setting for service orders withreference to a contract. You can assign the service order to a contract item because itis not classed as revenue-bearing.

The contract is assigned based on the previous notification. When you process theservice order, you can either call up contract selection or enter the sales document anditem numbers for the contract directly.

The contract assignment does not affect order planning or confirmation.

The price agreements defined in the contract are considered for resource-relatedbilling. The billing request and billing document signify the contract and aredisplayed in the document flow.

There are two types of billing documents for a contract:

Periodic billing of the contract based on the billing plan for the contract.

Resource-related billing for service orders assigned to the contract.

The contract item is transferred to the settlement rule for the service order as asettlement receiver. As a result, the service order is settled against the contract. Costsand revenues for the service order are assigned to the contract.


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The service order collects the costs that arise from using resources.

A billing document is generated for resource-related billing. The revenues arisingfrom this billing document are assigned to the service contract.

Similarly, the revenues arising from the periodic billing of the service contract areassigned to the service contract.

The service order is settled against the service contract. This means that the costs thataccrued are assigned to the service contract item.

This is how the contract result is determined. The result is as follows:

Revenues from periodic billing + Revenues from resource-related billing - Costs fromsettled service orders = Contract result

You can display this result in the cost report for the contract item.

The result is settled to the settlement receiver you have entered in the contract item.For example, this can be a profitability segment from profitability analysis.


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Exercise 22: Service Products

Exercise ObjectivesAfter completing this exercise, you will be able to:� Describe the attributes of fixed, configurable, and configured service products

Business ExampleYour customer enhances the contract to include regular maintenance tasks and hotlinesupport.

Task 1:Configurable service product

1. Enhance your customer�s service contract with a new line item.

Material: INSPECTION_SERVICE

Target quantity: 1

Characteristic evaluation:

Service object: Desktop

Service strategy: Quarterly

Service location: Service at customer site

Service radius: Less than 1000 miles


What is the net value for this contract item?

3. Assign your piece of equipment T-CSE1## to the contract item

Task 2:Configured service product

1. Enhance your customer�s service contract by adding a third line item.

Material: HOTLINE_SERVICE_B

Target quantity: 1

2. Display the configuration for this contract item.

3. Save the service contract.


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Solution 22: Service ProductsTask 1:Configurable service product

1. Enhance your customer�s service contract with a new line item.

Material: INSPECTION_SERVICE

Target quantity: 1

Characteristic evaluation:

Service object: Desktop

Service strategy: Quarterly

Service location: Service at customer site



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Service radius: Less than 1000 miles

a) Logistics→ Customer Service→ Service Agreements→ Contracts→Contract→ Change (VA42)


Enter

Continue

Field name or data type ValuesMaterial INSPECTION_SERVICETarget quantity 1

Enter

Field name or data type ValuesService object DESKTOPService strategy IQService location CUSTService radius L1000

Back


What is the net value for this contract item?

a) Select the second contract item and choose

Item conditions

You can see the net value in the field Net.

Back



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3. Assign your piece of equipment T-CSE1## to the contract item

a) Select the second contract item and choose

Extras→ Technical objects


Back

Task 2:Configured service product

1. Enhance your customer�s service contract by adding a third line item.

Material: HOTLINE_SERVICE_B

Target quantity: 1

a)

Field name or data type ValuesMaterial HOTLINE_SERVICE_BTarget quantity 1

2. Display the configuration for this contract item.

a) Select the contract item and choose Item details: Configuration.

Back

3. Save the service contract.

a) Save


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Exercise 23: Service Processing withContract Reference

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create a service notification with reference to a contract� Create a service order with reference to a contract� Describe the possible effects of contracts on service processing

Business ExampleYou receive and process customer calls for the hotline contract. You perform repairwork for the repair contract.

Task 1:Hotline processing with reference to contract

1. Creating service notifications and determining tasks

Create a service notification of the type, Problem notification.

2. Which notification number is assigned?

3. The customer has questions about system settings. Enter a suitable notificationshort text.

For Sold-to party, enter the customer number, T-CSD##.

4. Select the equipment, �Maxitec-R 3100 personal computer�, as the referenceobject.

5. Is a service contract located?

6. Choose Determine tasks to automatically generate tasks for the notification.

7. Which tasks are determined? What are the planned finish dates?

Where do the tasks and planned finish date come from?

8. Enter David Johnson (personnel number, 100036) as the person responsiblefor the task and save the notification.

9. Display a list of the tasks assigned to David Johnson. Choose your servicenotification and complete it.



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Call up the function List of Tasks - Change

Task 2:Service order with service contract

1. Create a service order with contract

Begin by creating a service notification of the type Problem notification.


3. The customer informs you that the network server has broken down. Enter asuitable notification short text.


Enter the equipment T-CSE1##.


5. Assign the notification to the contract item for the repair services.

6. Display the object information screen for the equipment.

7. A technician is required on site. For this reason, create a service order fromthe notification.

8. How do you know that the service order is assigned to the contract item?


10. Release the order and save it.

11. Service order number: _______________

12. Confirming the service order

Enter the confirmation to record the technician�s time and materials used.

Use the function Overall completion confirmation.


14. For the first operation, enter an actual time of 3 hours.

Create a second time confirmation for operation 10. Enter an actual time of 1hour and change the default activity type to 1413 (drive hours).

Enter a goods issue for the material number, R-1120, quantity 1 from plant1200, storage location 0001.

Then technically complete the order and save the confirmation.



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15. Resource-related billing

Not all services are covered by the repair contract, so resource-related billing iscarried out for the service order.

Create a billing request in Individual processing for your service order.

16. Choose the Sales price view to display the billing request for the items.

17. Display the price determination for the billing request items. To do this, expandthe nodes that are displayed and double-click the items.

18. How do the contractual price agreements affect the amounts?

19. Create the billing request. What number does the billing request have?

20. Delete the billing block and create a billing document directly from your billingrequest.

21. Save the billing document. What number does the billing document have?____________

22. Settling an order

Choose the function Order settlement � Single settlement.

Enter the service order number. Enter the current month as the Settlement period.Delete the Test run indicator and choose Execute.

23. Display the contract.

Display the cost report for the first contract item. What is the total actual sumof the contract item?


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Solution 23: Service Processing withContract ReferenceTask 1:Hotline processing with reference to contract

1. Creating service notifications and determining tasks

Create a service notification of the type, Problem notification.



a) Notification number: See Notification field

3. The customer has questions about system settings. Enter a suitable notificationshort text.


a)

Field name or data type ValuesNotification short text Question about system settingsSold-to party T-CSD##

4. Select the equipment, �Maxitec-R 3100 personal computer�, as the referenceobject.

a)

Field name or data type ValuesEquipment Use search help �Equipment by

Customer� to select the Maxitec-R3100 personal computer

Enter


a) The notification is assigned to the third item in the service contract (fieldSales document).



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6. Choose Determine tasks to automatically generate tasks for the notification.

a) Determine tasks

7. Which tasks are determined? What are the planned finish dates?

Where do the tasks and planned finish date come from?

a) Tasks tab

The activity, �Call customer back�, is defaulted with a deadline of threehours. These entries result from the response profile that was assignedwhen the contract item was configured.

8. Enter David Johnson (personnel number, 100036) as the person responsiblefor the task and save the notification.

a)

Field name or data type ValuesResponsible Personnel number 100036

Save

9. Display a list of the tasks assigned to David Johnson. Choose your servicenotification and complete it.



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Call up the function List of Tasks - Change

a) Logistics→ Customer Service→ Service Processing→ Notification→List of Tasks→ Change (IW66)

b) Select all incomplete tasks assigned to David Johnson (task partner role RPand personnel number, 100036, in the screen section Task data

Field name or data type ValuesPartner function VWPersonnel number 100036

Execute

c) Select the task for your notification and choose Notification.

d) Complete the task and complete the notification.

Tasks tab

Select the task and choose Complete.

Hint: The Complete icon for tasks is at the bottom of the tasks tab.The Complete icon for the notification is at the top of the screen.

Complete the service notification by choosing Complete.

Continue

Task 2:Service order with service contract

1. Create a service order with contract

Begin by creating a service notification of the type Problem notification.

a) Create a service notification

Logistics→ Customer Service→ Service Processing→ Notification→Create (Special)→ Problem Notification (IW54)





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3. The customer informs you that the network server has broken down. Enter asuitable notification short text.


Enter the equipment T-CSE1##.

a)

Field name or data type ValuesNotification short text Server breakdownSold-to party T-CSD##Equipment T-CSE1##

Enter


a) Three valid contract items were found.

5. Assign the notification to the contract item for the repair services.

a) Select the contract item, REPAIR_SERVICE, and then Choose.

6. Display the object information screen for the equipment.

a) Object information

View the information on the equipment.

Press Continue to return to the notification screen.

7. A technician is required on site. For this reason, create a service order fromthe notification.

a) ServOrder

Continue

8. How do you know that the service order is assigned to the contract item?

a) You can see the contract/item number in the Sales document field in theService section of the Header Data tab of the service order.



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a)

Field name or data type ValuesWork durtn. 4 hours

10. Release the order and save it.

a) Release

Save

11. Service order number: _______________

a) Number of service order: See system message.

12. Confirming the service order

Enter the confirmation to record the technician�s time and materials used.

Use the function Overall completion confirmation.

a) Confirming the service order

Logistics→ Customer Service→ Service Processing→ Confirmation→Entry→ Overall Completion Confirmation (IW42)


a)


Enter

14. For the first operation, enter an actual time of 3 hours.

Create a second time confirmation for operation 10. Enter an actual time of 1hour and change the default activity type to 1413 (drive hours).

Enter a goods issue for the material number, R-1120, quantity 1 from plant1200, storage location 0001.



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Then technically complete the order and save the confirmation.

a)

Field name or data type ValuesActual time 3

Operation (second line) 10Actual work (second line) 1Service type (second line) 1413

Material R-1120Quantity 1Plant 1200Storage location 0001

b) Technical completion

Save

15. Resource-related billing

Not all services are covered by the repair contract, so resource-related billing iscarried out for the service order.

Create a billing request in Individual processing for your service order.

a) Resource-related billing

Logistics→ Customer Service→ Service Processing→ Completion→Billing Request→ Process Individually (DP90)


16. Choose the Sales price view to display the billing request for the items.

a) Sales price view



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17. Display the price determination for the billing request items. To do this, expandthe nodes that are displayed and double-click the items.

a) Expand All Nodes

Double-click the items to display the condition screen below.

18. How do the contractual price agreements affect the amounts?

a) The system checks the price agreement information from the contract(condition types PKAR or ZZWV).

19. Create the billing request. What number does the billing request have?

a) Save the billing request

Yes

The billing request is displayed.

20. Delete the billing block and create a billing document directly from your billingrequest.

a) Use the dropdown in the Billing block field and scroll up to the blankentry. Chose the blank entry.

Field name or data type ValuesBilling block Delete

Sales document→ Billing

21. Save the billing document. What number does the billing document have?____________

a) Save

Number of billing document: See system message.

22. Settling an order

Choose the function Order settlement � Single settlement.



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Enter the service order number. Enter the current month as the Settlement period.Delete the Test run indicator and choose Execute.

a) Settling an order

Logistics→ Customer Service→ Service Processing→ Completion→Order Settlement→ Settle Individually (KO88)

Field name or data type ValuesControlling area 1000Order Your order numberSettlement period Current monthTest run Delete indicator

Execute

23. Display the contract.

Display the cost report for the first contract item. What is the total actual sumof the contract item?

a) Logistics→ Customer Service→ Service Agreements→ Contracts→Contract→ Display (VA43)


Enter Environment→ Cost report

Total actual sum of the contract item: Column Total actuals, last line.


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Lesson Summary

You should now be able to:� Describe the attributes of simple, configurable, and configured service products� Identify the different ways to assign a notification or an order to a service


reference


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PLM301 Unit Summary

Unit SummaryYou should now be able to:� Identify the contents and the structure of a service contract� Identify the contract data for a service contract� Outline the billing plan for the contract� Identify the price agreements for a service contract� Describe the attributes of simple, configurable, and configured service products� Identify the different ways to assign a notification or an order to a service


reference


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Unit Summary PLM301


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Test Your Knowledge

1. Identify the contents of a service contract.Choose the correct answer(s).□ A For whom: Signifies the different types of customers.□ B In which period: Is determined by information regarding the contract

validity period and cancellation rules□ C Which services: Are described by service products in the contract

items.□ D Conditions: Include the contract fees that must be paid regularly and

the price agreements for resource-related billing.□ E Date determination rules: Are used to establish contract start and

end dates.

2. Contract start and end dates can be established using.


3. Identify the different ways to perform contract billing.Choose the correct answer(s).□ A Creating individual billing documents□ B Processing billing due list□ C Regular batch billing□ D Confirming billing

4. Price agreements can be assigned to the or.


5. The contract assignment does not affect order planning or confirmation.Determine whether this statement is true or false.□ True□ False


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6. Identify the attributes of a fixed service product.Choose the correct answer(s).□ A Material master for each product.□ B No variations possible.□ C Price is based on service quantity and time.□ D Characteristic valuation made in material master.

7. List the ways to assign a notification or an order to a service contract item.

8. The price agreements defined in the contract are considered for.



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Answers

1. Identify the contents of a service contract.

Answer: A, B, C, D

A service contract contains the following information:

� For whom: Represents the different types of customers.� In which period: Is determined by information regarding the contract

validity period and the cancellation rules.� Which services: Are described by service products in the contract items.� Conditions: Include the contract fees that must be paid regularly and the

price agreements for resource-related billing.

2. Contract start and end dates can be established using date determination rules.

Answer: date determination rules

3. Identify the different ways to perform contract billing.

Answer: A, B, C

The three different ways to perform contract billing are: create individual billingdocuments by specifying the contract number, process the billing due list withby selecting all the contract items to be billed, and perform regular batch billingas a background process.

4. Price agreements can be assigned to the contract header or contract item.

Answer: contract header, contract item

5. The contract assignment does not affect order planning or confirmation.

Answer: True

It is correct that contract assignment does not affect order planning orconfirmation.


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6. Identify the attributes of a fixed service product.

Answer: D

Fixed service product has several attributes, such as nonconfigurable material,material master for each product, no variations possible, and price based onservice quantity and time.

7. List the ways to assign a notification or an order to a service contract item.

Answer: A notification or an order can be assigned to a service contract itemin the following ways:

� Automatically due to the customer or the reference object.� By choosing one contract item for several contract items.� By entering the sales document and item numbers.

8. The price agreements defined in the contract are considered for resource-relatedbilling.

Answer: resource-related billing


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Unit 8Planned Service

Unit OverviewIn this unit, you will identify the functions and contents of task lists and maintenanceplans. You will learn how to create task lists and maintenance plans. In addition, youwill identify how to schedule maintenance plans.


� Identify the components of task lists� Create a task list� Define maintenance plans� List the types of maintenance plans� Define the scheduling of maintenance plans� Use scheduling lists for maintenance plans

Unit ContentsLesson: Task Lists in Customer Services.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .320

Exercise 24: Task Lists .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .325Lesson: Maintenance Plans in Customer Service... . . . . . . . . . . . . . . . . . . . . . . . . . . .328

Exercise 25: Maintenance Plans .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .333Lesson: Scheduling in Customer Services ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .337

Exercise 26: Scheduling.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .341


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Unit 8: Planned Service PLM301

Lesson: Task Lists in Customer Services

Lesson OverviewIn this lesson, you will identify the task lists in service. In addition, you will learnabout the structure of a task list. Finally, you will identify task list selection within aservice order.


� Identify the components of task lists� Create a task list

Business ExampleYour company aims at providing customer services to various customers. For thispurpose, it needs to perform specific work-like assembly of technical objects, repairs,and maintenance at regular intervals. As a service technician, you should know howto set up the system to generate service notifications or orders perform such tasksrepeatedly. Knowledge of task lists helps you in easily customizing work.

Components of Task Lists

� Description of repetitive work� Reference for service order operations� Use:

� Planned service (assembly, modifications, repair)� Regular service (preventive maintenance, inspection)

� Task list types:

� Task list for functional location� Equipment task list� General task list

Work that is frequently repeated is described in task lists. Task lists are templatesto determine the operations, components, and utilities for service orders. They areused to plan labor, materials, and tools.

In addition, they are used for ongoing or irregular repetitive services. When a serviceorder is processed, the operations can be copied from one or more task lists.


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PLM301 Lesson: Task Lists in Customer Services

When used for planned, regularly repeated work, the task list is assigned to amaintenance item in a maintenance plan. When orders are generated automatically,the operation data is generated from this task list.

There are three types of task list:

� The functional location task list describes the tasks to be performed at aparticular functional location.

� The equipment task list describes the tasks to be performed on a specific pieceof equipment.

� General task lists are not assigned to a functional location or a piece ofequipment. They can be assigned to a material number as a construction type orassembly. They describe the tasks that can be performed on several objects.

Figure 83: Structure of Task List

A task list is structured in the following way:

Task list header with description, plant assignment, technical object assignment,functional location, equipment or material number as construction type/assembly,planner group, and service work center.

The task list contains one or more operations, which are the individual steps that areexecuted by internal or external employees.

Sub operations can be created for each operation if more extensive structuring isrequired.


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Components can be assigned to each operation. These are stock or non-stockmaterials.

Utilities required to execute the work are assigned to the operation. The utilities canbe materials that are not used up, pieces of equipment, or documents.

If the task list is to be assigned in a strategic maintenance plan to generate ordersautomatically at regular intervals, a maintenance strategy must be entered in thetask list header. Each operation must then be assigned to one or more maintenancepackages in this maintenance strategy. This determines which operations are executedon which due dates.

Dependencies between different operations can be specified using relationships.

Selecting Task Lists

Figure 84: Task List Selection in Service Order

When a service order is created, all the operations in a task list may be copied tothe order or just individual operations.

The task list to be copied can be selected according to the following criteria: directentry of the task list, object-related task list, general task lists for the assembly, generaltask lists for the object structure, and general task lists of all types.

When the operations are transferred, the work center in the operations can be replaced,if required. An execution factor can also be entered, which is used to multiply theplanned times and quantities from the task list. The task lists used in an order can bedisplayed in an overview.


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You can propose a task list using the service product.

You can define configurable task lists. A configuration profile must first be assignedto the task list. The profile signifies the configuration classes and characteristics.The object dependencies must also be maintained. When the task list is included inservice orders, the characteristic values for the configuration can be entered. Thevaluated configuration characteristics are used to trigger the task list and transfer itto the operations in the order. In addition to selecting the operations based on thecharacteristic values entered, the values for the operation can be recalculated.


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Exercise 24: Task Lists

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create task lists

Business ExampleYour company is a service provider and delivers services to its various customers.To achieve this, it needs to perform specific tasks, such as preventive maintenance,assembly of technical objects, and repair repeatedly. As a service technician, youshould know how to create the task lists that would allow you to perform such tasks atregular intervals without having to describe them again.

Task:Creating an equipment task list

1. Create a task list for your equipment, T-CSE1##.

Description: Server maintenance activities

Status: Released (general)

2. Call up the operation overview and create three operations.

3. Assign components from the structure list to one of the operations.

4. Save the task list.


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Solution 24: Task ListsTask:Creating an equipment task list

1. Create a task list for your equipment, T-CSE1##.

Description: Server maintenance activities

Status: Released (general)

a) Logistics→ Customer Service→ Service Agreements→Maintenance TaskLists→ Task Lists→ For Equipment→ Create (IA01)


Enter

Field name or data type ValuesTask list description Server maintenance activitiesStatus 4

2. Call up the operation overview and create three operations.

a) Operation overview

Field name or data type ValuesOperation description Create three operations

3. Assign components from the structure list to one of the operations.

a) Select an operation and choose Components.

Choose Component selection, select the components and then Choose.

4. Save the task list.

a) Save


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Lesson Summary

You should now be able to:� Identify the components of task lists� Create a task list


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Lesson: Maintenance Plans in Customer Service

Lesson OverviewIn this lesson, you will get an overview of the maintenance plans in customer service.In addition, you will identify the structure and types of maintenance plans. Finally, youwill learn how to create a maintenance plan with reference to a maintenance contract.


� Define maintenance plans� List the types of maintenance plans

Business ExampleYour company aims at creating a maintenance plan to service its customers. Asan employee of your organization, you should know how to define the cycle andscheduling period for a specific maintenance plan.

Overview of Maintenance Plans

� A maintenance plan contains the following information for service activitiesto be performed on a regular basis:

� Strategies� Descriptions of work� Technical objects� Scheduling data

� It consists of:

� One or more maintenance items� A maintenance schedule

� A maintenance plan is used to generate service orders or notificationsautomatically.

The maintenance plan contains scheduling information from the intervals specifiedand from the scheduling parameters that apply specifically to this maintenance plan.During scheduling, this information is used to calculate the due dates for the serviceactivities to be executed. For strategy plans, the interval information is derived fromthe maintenance strategy, to which the maintenance plan is assigned.


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PLM301 Lesson: Maintenance Plans in Customer Service

You can use maintenance plans to generate service notifications, service orders orservice entry sheets for external service management. The entry of the maintenancecall object is controlled by the maintenance plan category.

The item data contains the description of the maintenance item, the assignment ofa task list that describes the activities to be performed. In addition, the item datacontains the planning and location data for the notifications or orders to be generatedautomatically.

Definition of Maintenance Plan

A maintenance plan contains the following information for service activities to beperformed on a regular basis:

� Strategies� Descriptions of work� Technical objects� Scheduling data

A maintenance plan consists of:

� One or more maintenance items� A maintenance schedule

You use a maintenance plan to generate service orders or notifications automatically.

� Single cycle plan

� Time-based� Performance-based

� Strategy plan

� Time-based� Performance-based� With maintenance packages

� Multiple counter plan

� Multiple counters� With cycle sets

The single cycle plan contains the tasks that are performed at one specific interval.

The strategy plan contains tasks that are performed at different intervals. Forexample, a strategy plan includes a comprehensive/brief inspection. A maintenancestrategy consists of different maintenance packages with different due dates.


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The intervals can be based on time or performance.

You use the multiple counter plan to relate several cycles or intervals with differentcounters to one another. For example, maintenance is performed every 1,000operating hours or every three months.

Combinations of cycles for multiple counter plans that occur frequently can begrouped into cycle sets and used as a template when a multiple counter plan is created.

Figure 85: Structure of Maintenance Plan

You assign the following information to the maintenance plan:

� The maintenance strategy for strategy plans.� The interval(s) at which the activities are to be performed.� The scheduling parameters that control scheduling.� The schedule with the individual maintenance calls. This is the result of

maintenance plan scheduling. For each call, it is clear when call objects are, orhave been, generated from the maintenance plan.

� One or more maintenance items


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A maintenance item contains the following information:

� One or more reference objects, for which activities are to be performed� Planning data that is transferred to the order header� A task list, in which the activities can be described extensively.� The assignment to a service contract item, in which the execution of the

activities was agreed with the customer.

Notifications or orders are generated for each maintenance item in the maintenanceplan. The notifications obtain the same start dates.

Creating Maintenance Plans with Reference to Contracts

Figure 86: Link to Maintenance Plan - Maintenance Contract

You can create a maintenance plan with reference to a service contract item. Thismaintenance plan category enables you to simplify the processing of services, whichyou have agreed for service objects in outline agreements.

When a maintenance plan is created with reference to a contract item, the systemautomatically copies certain data to the maintenance item. The start date is proposedfrom the contract item. If the service order is the call object for the maintenance plan,a reference is made to the object list for the contract, which can only be changedthere. Additional default values are copied to the maintenance item using the serviceproduct from the contract item.


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Due to the fact that you have assigned a general task list to the service product, thesystem receives the information about the maintenance plan type when a maintenanceplan is created with �Service order� call object. The strategy for the maintenanceplan is determined using the maintenance strategy specified in the general task list.If any strategy is not specified in the general task list, a single cycle maintenanceplan is created.

During scheduling, the system creates service notifications or orders with referenceto a contract.


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Exercise 25: Maintenance Plans

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create maintenance plans

Business ExampleYour company is a service provider and delivers services to different customers. Toachieve this, it needs to perform specific tasks at regular intervals according to theservice contract with the customer. As a service technician, you should know how tocreate a maintenance plan to service customers regularly.

Task:Creating a maintenance plan for a contract

1. Create a maintenance plan for the maintenance contract. This enables serviceorders to be generated at regular intervals for the contractually agreedmaintenance tasks.

Create a maintenance plan of the type, Service order with contract for item, 20,of your service order, material INSPECTION_SERVICE.


2. Enter a cycle of three months.

3. Select the maintenance plan scheduling parameters and enter a schedulingperiod of one year.

4. Which cycle start date is defaulted?

5. Which task list was assigned by the system?

6. Which technical object is contained in the maintenance item object list?

7. Save the maintenance plan.

8. Number of the maintenance plan:


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Solution 25: Maintenance PlansTask:Creating a maintenance plan for a contract

1. Create a maintenance plan for the maintenance contract. This enables serviceorders to be generated at regular intervals for the contractually agreedmaintenance tasks.

Create a maintenance plan of the type, Service order with contract for item, 20,of your service order, material INSPECTION_SERVICE.


a) Logistics→ Customer Service→ Service Agreements→ MaintenancePlanning→ Maintenance Plans→ Create→ For Contract Item (IP50)

Field name or data type ValuesMaintenance plan category Service order with contractSales document Your contract numberItem 20Planning plant 1200

Enter

2. Enter a cycle of three months.

a)

Field name or data type ValuesCycle/Unit 3 MON

3. Select the maintenance plan scheduling parameters and enter a schedulingperiod of one year.

a) Maintenance plan scheduling parameters tab

Field name or data type ValuesScheduling period 1 YR



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4. Which cycle start date is defaulted?

a) The contract start date is suggested for the cycle start.

5. Which task list was assigned by the system?

a) Item tab

The general task list with the task list group, 61, and group counter 1 isassigned as the task list.

6. Which technical object is contained in the maintenance item object list?

a) Object list item tab

Equipment T-CSE1## from the contract item is displayed in the object list.


a) Save

8. Number of the maintenance plan:

a) Number of maintenance plan: See system message.


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Lesson Summary

You should now be able to:� Define maintenance plans� List the types of maintenance plans


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PLM301 Lesson: Scheduling in Customer Services

Lesson: Scheduling in Customer Services

Lesson OverviewIn this lesson, you will learn about scheduling maintenance plans. In addition, youwill identify the use of scheduling lists to schedule a maintenance plan.


� Define the scheduling of maintenance plans� Use scheduling lists for maintenance plans

Business ExampleYour company wants to create a maintenance plan to service its customers at regularintervals. As a service technician, your task is to create a customized maintenanceplan. For this reason, you should be aware of the tools that will help you to schedule acustomized maintenance plan.

Overview of Scheduling

� Determining due dates for planned service notifications or orders

� Taking into account:

� Maintenance strategy� Specified intervals� Scheduling parameters� Scheduling period

� Result: Schedule with maintenance calls

During scheduling, the following information is taken into account:

� Maintenance strategy: Time or performance-based, or a combination of thetwo (multiple counters).

� Specified intervals: For example, an interval of every three or six months orevery 1,000 operating hours.

� Scheduling parameters for greater control of scheduling.� Scheduling period: Time interval at which the maintenance calls should be

generated.


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New start is the function normally used to start a maintenance plan at an object, wherethe maintenance tasks will be used. If a cycle start date or initial counter reading hasbeen entered in the scheduling parameters, you do not need an explicit new start.Schedule is the function normally used to generate new calls or call objects.

The result is a schedule with maintenance calls. A call corresponds to the date for aplanned service notification or service order. The status of the call indicates whether:

� A call object has already been generated for the call.� The call object has already been completed.� No call object has yet been generated for the call.� The call date has been fixed manually.� The call has been skipped, which means that no call object should be generated.

Scheduling

Determining due dates for planned service notifications or orders by taking intoaccount:

� Maintenance strategy� Specified intervals� Scheduling parameters� Scheduling period

Result: Schedule with maintenance calls

Figure 87: Scheduling Overviews


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You can use the scheduling lists to display all the maintenance dates for the specifiedconditions. For example, use scheduling lists for a piece of equipment or maintenanceplan.

The lists inform you of the call dates and the associated service notifications or orders.

Detail data screens can also be called up from these lists.


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Exercise 26: Scheduling

Exercise ObjectivesAfter completing this exercise, you will be able to:� Create service orders for a maintenance plan� Display the scheduling overviews

Business ExampleYour company is a service provider and delivers services to different customers. Toachieve this, it needs to schedule specific tasks according to the service contract withthe customer. As a service technician, you should ensure that the service orders formaintenance tasks are generated and monitored at regular intervals.

Task 1:Scheduling a maintenance plan

1. Schedule your maintenance plan.

2. Choose Start and confirm the defaulted cycle start date.

3. What planned date and call status are assigned?


5. Display the scheduled calls for the maintenance plan.

6. Was a service order created?

If so, what order number was assigned?

Task 2:Display the scheduling overview

1. Display the scheduling overview for one year for your maintenance plan as agraphic.

2. Display the scheduling overview for your maintenance plan as a list.

Display one year.


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Solution 26: SchedulingTask 1:Scheduling a maintenance plan

1. Schedule your maintenance plan.

a) Logistics→ Customer Service→ Service Agreements→ MaintenancePlanning→ Scheduling for Maintenance Plans→ Schedule (IP10)

Field name or data type ValuesMaintenance plan Your maintenance plan number

Enter

2. Choose Start and confirm the defaulted cycle start date.

a) Start

Continue

3. What planned date and call status are assigned?

a) The cycle start data plus three months is suggested as the first planned date.


a) Save

5. Display the scheduled calls for the maintenance plan.

a) Enter

6. Was a service order created?

If so, what order number was assigned?

a) Select the first call and choose Display call object.

You see the service order that has been created.



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Task 2:Display the scheduling overview

1. Display the scheduling overview for one year for your maintenance plan as agraphic.

a) Logistics→ Customer Service→ Service Agreements→ MaintenancePlanning→ Scheduling for Maintenance Plans→ Scheduling Overview→ Graphical (IP19)

Field name or data type ValuesTo date Today + 1 yearMaintenance plan Your maintenance plan number

Execute

2. Display the scheduling overview for your maintenance plan as a list.

Display one year.

a) Logistics→ Customer Service→ Service Agreements→ MaintenancePlanning→ Scheduling for Maintenance Plans→ Scheduling Overview→ List (IP24)

Field name or data type ValuesMaintenance plan Your maintenance plan number

Execute


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Lesson Summary

You should now be able to:� Define the scheduling of maintenance plans� Use scheduling lists for maintenance plans


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PLM301 Unit Summary

Unit SummaryYou should now be able to:� Identify the components of task lists� Create a task list� Define maintenance plans� List the types of maintenance plans� Define the scheduling of maintenance plans� Use scheduling lists for maintenance plans


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Unit Summary PLM301


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Test Your Knowledge

1. List the structure of a task list.

2. When a service order is created, all the operations in a task list may be copied tothe order or just individual operations.Determine whether this statement is true or false.□ True□ False

3. Maintenance plan is used to generate service orders or notificationsautomatically.Fill in the blanks to complete the sentence.

4. List the three types of maintenance plans.

5. Determining due dates for planned service notifications or orders is known as.


6. is used to display all the maintenance dates, apiece of equipment, or a maintenance plan.Fill in the blanks to complete the sentence.


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Answers

1. List the structure of a task list.

Answer: The structure of a task list is as follows: Task list header, operations,suboperations, components, utilities, and maintenance packages.

2. When a service order is created, all the operations in a task list may be copied tothe order or just individual operations.

Answer: True

When a service order is created, all the operations in a task list may be copied tothe order or just individual operations.

3. Maintenance plan is used to generate service orders or notificationsautomatically.

Answer:

4. List the three types of maintenance plans.

Answer: The three types of maintenance plans are:The single cycle plan that contains tasks that are performed at one specificinterval.The strategy plan contains tasks that are performed at different intervals, forexample a comprehensive/brief inspection.The multiple counter plan is used to relate several cycles or intervals withdifferent counters to one another. For example, maintenance is performed every1,000 operating hours or every three months.

5. Determining due dates for planned service notifications or orders is known asscheduling.

Answer: scheduling

6. Scheduling list is used to display all the maintenance dates, a piece of equipment,or a maintenance plan.

Answer: Scheduling list


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Unit 9Analytics

Unit OverviewThis unit will help you to identify the components of the service history. It will alsohelp you to list the options provided by the Service Information System and BusinessInformation Warehouse.


� Identify the components of service history� Explain an LIS standard analysis� Describe the business information warehouse architecture and process

Unit ContentsLesson: Service History... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .350

Exercise 27: Service History .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .353Lesson: Service Information System... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .359

Exercise 28: Service Information System ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .365Lesson: Business Information Warehouse ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371


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Unit 9: Analytics PLM301

Lesson: Service History

Lesson OverviewThis lesson will help you to identify the components of service history.


� Identify the components of service history

Business ExampleIn an organization, by recording the information relevant for service, a historyis constructed. As an employee, you must be able to use the information for thedecision-making process and completely identify the components of service history.

Components of Service History

Figure 88: Elements of the Service History

The service history consists of the following elements:


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PLM301 Lesson: Service History

The usage history shows when a technical object was installed and where. As far as afunctional location is concerned, this means all the pieces of equipment installed. Fora piece of equipment, this means all the functional locations at which this equipmentwas installed.

The change history documents the changes made to important master data, such asassignment to the customer. The individual usage periods of a piece of equipment canbe displayed in the usage list.

The conditions and performance of the service objects are documented in the systemusing measuring points or counters and measurement documents.

Completed notifications provide an overview of all the problem notifications, servicerequests, or activity reports that have been entered and completed in the system.

Completed service orders provide an overview of all the services provided.

The historical service order can be created from completed orders during archiving.Completed orders contain only the most important order data. You enter historicalservice orders in the system for documentation purposes after they have been executed.

� Notifications

� Single/multilevel lists� Lists for activities, tasks, and items

� Orders

� Single/multilevel lists� Confirmation list� Material where-used list� Document flow

Various types of information can be displayed for completed notifications andhistorical or completed service orders.

The same functions are used as the ones to process notifications and orders.

The document flow enables you to display an overview of all the documents related toa business transaction, problem notification, service order, and activity reports.


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Exercise 27: Service History

Exercise ObjectivesAfter completing this exercise, you will be able to:� Display the elements that form a service history

Business ExampleIn an organization, by recording information relevant for service, a history isconstructed service employees familiarize themselves with past operations. As anemployee, you must be able to use the information relevant for service.

Task:Displaying a service history

1. Functional location history

Display the equipment usage periods for the functional location K1-B02.

2. What equipment was installed before at this functional location?

3. Equipment history

Display the usage list for equipment P-1000-N001

4. At which functional locations was the piece of equipment installed?

5. Display the action log for the same equipment.

What was the last change to be made?

6. Notification history

Display all completed notifications for your customer T-CSD## sorted inascending order according to the notification date. What is the date of the lastnotification?

7. Order history

Display all the completed service orders for your customer T-CSD##

Change the current display variable and enter the fields Total revenues act, Totalsum (actual), and Total actual costs in the list. Calculate the total sums for thesecolumns and then the sub-totals for the order types.

8. Display all the time confirmations that you entered during this week.

What is the sum of the actual hours that have been entered?


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Solution 27: Service HistoryTask:Displaying a service history

1. Functional location history

Display the equipment usage periods for the functional location K1-B02.

a) Logistics→ Customer Service→Management of Technical Objects→Functional Location→ Display (IL03)

b)

Field name or data type ValuesFunctional Location K1-B02

Enter

Structure→ Usage periods

c)

Field name or data type ValuesUsage periods from Delete

Execute

2. What equipment was installed before at this functional location?

a) The equipment with to-dates that have already passed were previouslyinstalled at the functional location.

3. Equipment history



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Display the usage list for equipment P-1000-N001

a) Equipment history

Logistics→ Customer Service→ Management of Technical Objects→ Equipment→ Display (IE03)

b)

Field name or data type ValuesEquipment P-1000-N001

Enter

Extras→ Usage list

4. At which functional locations was the piece of equipment installed?

a) Historical installation locations appear in the list from the second lineonwards.

5. Display the action log for the same equipment.

What was the last change to be made?

a) Back

Extras→ Action log

6. Notification history



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Display all completed notifications for your customer T-CSD## sorted inascending order according to the notification date. What is the date of the lastnotification?

a) Logistics→ Customer Service→ Service Processing→ Notification→List Editing→ Display (IW59)

b)

Field name or data type ValuesNotification status CompletedPartners Sold-to Party T-CSD##Notification date from Delete

Execute

c) Select the Date column and sort in ascending order.

7. Order history

Display all the completed service orders for your customer T-CSD##



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Change the current display variable and enter the fields Total revenues act, Totalsum (actual), and Total actual costs in the list. Calculate the total sums for thesecolumns and then the sub-totals for the order types.

a) Logistics→ Customer Service→ Service Processing→ Order→ ServiceOrder→ Service Order List→ Display (IW73)

b)

Field name or data type ValuesOrder status CompletedPartners Sold-to Party T-CSD##Period from Delete

Execute

c) In the displayed list, select Current.

In the Grouping of Columns dropdown, select the field entryCosts/Revenues, select the fields Total revenues act , Total sum (actual),Total actual costs, and select Show selected fields.

Select Transfer.

Select the new columns and select Display Sum.

Select the column Order type and select Subtotal.

8. Display all the time confirmations that you entered during this week.

What is the sum of the actual hours that have been entered?

a) Logistics→ Customer Service→ Service Processing→ Confirmation→Display→ Confirmation List (IW47)

b)

Field name or data type ValuesOrder status In process and CompletedEntered on Today -5 daysEntered by Your user ID

Execute

You can see the sum of the hours entered in the column Work act.


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Lesson Summary

You should now be able to:� Identify the components of service history


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PLM301 Lesson: Service Information System

Lesson: Service Information System

Lesson OverviewThis lesson will help you to understand the LIS standard analysis.


� Explain an LIS standard analysis

Business ExampleWithin an organization, the data from service processing is evaluated continually.This enables the improvements to be made. You should be able to list the optionsprovided by the service information system and display the reports in the serviceinformation system.

LIS Data Warehouse

Figure 89: Data Warehouse - Concept

Newer data warehouse concepts are derived from a three-level model approach.The three levels subdivide the complete data flow from data retrieval in transactionsystems to the presentation of information at the top level.


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Integrated transaction applications form the basis for information retrieval. Thesystems accumulate large volumes of master and process data, which is refined usinginformation systems. This enables the data to be presented clearly.

To do this, the application data is summarized into a few, meaningful key figureamounts, and managed separately in the database tables of a data warehouse.

Various analysis tools are available in the third layer to evaluate the statistical dataobtained. They provide a wide range of options to perform meaningful analyses andpresent statistical data. As a result, they constitute high-performance tools that can beused in the decision-making processes of modern management.

The update of the database is either performed online or in the background. Inaddition to automatic updates from the SAP application, data can be taken fromexternal systems. The database also contains information that is stored in the infostructures during planning.

Figure 90: LIS - Data Warehouse

The individual physical tables of the information system are described as informationstructures. They are structured in the normal way.

The real analysis objects are entered as evaluation groups in the info structures inthe form of characteristics. Statistical information is updated in summarized formfor characteristics such as object, customer, or material. Organizational elements,such as work center, sales area, or storage location, are also used as characteristicsin info structures.


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The time period provides another option to summarize data. The data is not onlycumulated for each characteristic, but also for each period. With regard to periodicity,data can be compressed daily, weekly, or monthly for each info structure.

Key figures are updated for each combination of characteristic and periodicity. Theseinclude quantitative amounts, which provide information about measurable objects.Key figures can be recovered for each evaluation group using cumulation, such as thecosts for each customer. However, they can also be simple counters such as �Numberof notifications�.

Various info structures are supplied in the standard SAP system. You can groupcharacteristics and key figures into individual information structures and providethem with data, according to your own needs.

� Analysis Views

� Customer� Object classes

� Technical objects� Manufacturer� Service planner and groups� Damage and causes� Orders, notifications and activities

� Information

� Notification information� Order information� Costs and revenues� Times� Confirmation information� Results of damage and breakdown� Order receipt� Invoiced sales

The analysis views represent the hierarchy levels at which the values or informationcan be considered and analyzed.

The information or values are summarized for the individual elements of the analysisviews.

Each analysis is a combination of one or more analysis views and information.


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LIS Standard Analysis

Figure 91: Standard Analysis Options

The database for a standard analysis is established by defining the analysis object,such as customer, equipment, and specifying selections. The structure of this datasetcan then be displayed using a basic list and various drill-down lists. The individualanalyses can be archived.


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The following special functions are available for individual business checks of keyfigure and characteristic values that form the basis of an analysis:

� ABC analysis: Three-way classification by A, B, and C segment.� Classification: Division of values into a maximum of six classes.� Segmentation: Segmentation makes it possible to classify characteristic values

by two different key figures. For example, customer by number of orders andservice costs.

� Comparisons: You can perform a planned/actual comparison, a comparison oftwo key figures, and a comparison between the current values and the onesfrom the previous year.

� Cumulative frequency curve: Graphical representation of the distributionof a cumulated key figure value against the quantity of existing characteristicvalues, percentage or absolute.

� Correlation: Correlation curves can be used to depict the dependencies betweenseveral key figures.

Graphical displays can also be called up.

� Early Warning System with exception analyses:

� Definition of exceptions� Definition and scheduling of exception analyses

� Planning of key figure values for a particular characteristic attribute for plannedor actual comparisons

� Logistics Information Library:

� Finding key figures

The Early Warning System can be used for decision-oriented selection and review ofweak-points within your operations. It enables you to look for exceptional situationsand helps you to identify potential malfunctions at an early stage. You can definethe exceptional situations in the form of exceptions. Similarly, you can define theconditions for follow-up processing of these exceptions. An exception consists of theinformation about characteristics or characteristic values, such as customer, material,and conditions.

The information systems can be used not only to evaluate actual data, but also toenter planned data. This planned data can then be included in an additional stepin the standard analyses for a planned/actual comparison. Planning is based on theinformation structures. Both the information structures supplied in the standardsystem and the ones defined internally can be planned.


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The Logistics Information Library (LIL) is used to enter, classify, and search forkey figures. The term, �key figure� is broad enough so that information such aswarehouse stock is also understood as a key figure.


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Exercise 28: Service Information System

Exercise ObjectivesAfter completing this exercise, you will be able to:� Display reports in the Service Information System

Business ExampleIn an organization, information at a higher aggregation level is required to makestrategic decisions. As an efficient employee, you must be able to collate informationaptly.

Task 1:Displaying a standard cost analysis

1. Display the cost analysis for your functional location TCST##-ADMI.

2. How high are actual costs and actual revenues for the functional location?

Call up the different analysis options.

Task 2:Displaying a problem notification analysis

1. Display the problem notification analysis for your customer T-CSD##.

How many problem notifications have been entered and completed during thecurrent month?

2. Display the problem notification analysis for the entire sales organization 1000.

3. Expand according to the characteristic Customer.

4. Display a hit list according to the number of notifications that have been entered.

Task 3:Displaying a customer analysis.

1. Display the customer analysis of the sales data for sales organization 1000,distribution channel 14, for all divisions.



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Task 4:Display a user-defined analysis.

1. Display the user-defined analysis (area Plant Maintenance) for the informationstructureWarranty Analysis.

How high are the total warranty costs for the current month?


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Solution 28: Service Information SystemTask 1:Displaying a standard cost analysis

1. Display the cost analysis for your functional location TCST##-ADMI.

a) Logistics→ Customer Service → Information System→ StandardAnalyses→ Cost Analysis (MC18)

b)

Field name or data type ValuesFunctional Location TCST##-ADMI

c) Execute

2. How high are actual costs and actual revenues for the functional location?

Call up the different analysis options.

a) Choose key figures

Select Total actual costs andTotal revenues act, Next Choose.

Continue

Task 2:Displaying a problem notification analysis

1. Display the problem notification analysis for your customer T-CSD##.



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How many problem notifications have been entered and completed during thecurrent month?

a) Logistics→ Customer Service→ Information System→ Standard Analyses→ Problem Notifications (MCIA)

b) Delete all the characteristic values that appear and enter the ones below.

Field name or data type ValuesCustomer T-CSD##Month from Current month

Execute

Back

Save

No

The columns NotifCreat and CompNotif give totals for notifications enteredand completed in the current month.

2. Display the problem notification analysis for the entire sales organization 1000.

a)

Field name or data type ValuesSales organization 1000Customer Delete

b) Execute

3. Expand according to the characteristic Customer.

a) Place the cursor on the sales organization, choose Drill-down by, Customer,and then, Continue.

4. Display a hit list according to the number of notifications that have been entered.

a) Select the column NotifCreat, choose TOP N, and then Enter



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Task 3:Displaying a customer analysis.

1. Display the customer analysis of the sales data for sales organization 1000,distribution channel 14, for all divisions.

a) Logistics→ Customer Service→ Information System→ Standard Analyses→ Sales/Distribution Data→ Customer (MCTA)

Field name or data type ValuesSales Organization 1000Distribution channel 14

Execute

Task 4:Display a user-defined analysis.

1. Display the user-defined analysis (area Plant Maintenance) for the informationstructureWarranty Analysis.

How high are the total warranty costs for the current month?

a) User-defined analysis

Logistics→ Customer Service→ Information System→ Standard Analyses→ User Defined Analysis→ Plant Maintenance (MCIS)

Field name or data type ValuesInfo Structure S901 Warranty evaluation

Delete all characteristic values and enter the current month asMonth from

Execute

Warranty costs are found in the Warranty Costs column.


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Lesson Summary

You should now be able to:� Explain an LIS standard analysis


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PLM301 Lesson: Business Information Warehouse

Lesson: Business Information Warehouse

Lesson OverviewThis lesson will help you understand Business Information Warehouse (BW) andexplain its process.


� Describe the business information warehouse architecture and process

Business ExampleA history is constructed within an organization by recording information relevant forservice. As an employee, you should be able to list the options provided by the BW.

Business Information Warehouse Architecture

Figure 92: Business Information Warehouse (BW): Architecture

The Business Information Warehouse (BW) is an independent SAP system forextracting data from diverse source systems, both SAP and non-SAP systems,restructuring this data and compiling it into analyses and presenting these accordingly.


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The heart of this is the SAP BW server pre-configured with the business content forthe various core areas of the company.

Business content signifies the to pre-configured role- and task-based informationmodels based on consistent meta data. The business content provides a range ofinformation for selected roles in a company which these roles need to perform theirtasks.

The Business Explorer provides companies with flexible reporting and analysistools for strategic analysis and to support the decision-making processes. This iswhere you can build a queries that will run in an excel-front end, via the web, or onhand-held devices.

Business Information Warehouse Process

Figure 93: BW at a Glance

In the first step, data is prepared in various source systems and extracted.

Next, this data is compiled into Infocubes in BW. Info cubes are structures thatdescribe a self-contained dataset of a business area from a reporting perspective.

Finally, queries are defined on the basis of the info cubes in Business Explorer.


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Business Content: InfoCubes and Queries

� Dismantling at functional locations� Service notifications

� Header data� Items� Causes� Tasks� Activities

� Service Orders

� Header data� Operations� Costs and settlements

� Simulated Maintenance Costs� Budget Data

The installation and dismantling of pieces of equipment at functional locations isdocumented using time segments of the equipment master record. The InfoCube�Dismantling equipment at functional locations�, contains the information aboutdismantling and the past duration needed for installation. The information aboutwhich piece of equipment is currently installed at which functional location andsince when is not stored in this InfoCube, but in the time-based attributes for theinfo object equipment.

InfoCubes for notification tasks and activities contain the tasks and activities at headerand at item level.

The InfoCube for the service order header data contains key figures about thefrequency and lead-time of service orders.

The InfoCube for operations contains the planned and actual work of operations inservice orders.

The InfoCube for costs and settlements contains the costs and revenue postings, andquantity-based postings for the service order.

The InfoCube for simulated maintenance costs includes maintenance plans and tasklists.


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The InfoCube for Budget Data is used for planning Plant Maintenance and CustomerService budgets via special planning functions of BW-BPS (Business Planning andSimulation)

� Notification analysis� Cause analysis� Notification tasks� Notification activities� Regional distribution of problems (customer)� Planned/actual costs deviation� Mean time to Repair and Mean time between Repairs� Budget Proposals� Budget Comparison� Actual Cost Comparisons

The notification analysis provide you with information about the number andprocessing status of problem notifications.

The cause analysis provides you with information about the causes of errors and adrill-down option according to the type of error.

The task analysis provides you with information about the number and the status oftasks introduced for service notifications.

The analysis for the notification activities provides you with information about actionsfor service notifications and their frequency.

The query �Regional distribution of problems� presents the problem count accordingto the customer�s region. This query provides the base for a geographical evaluationand a graphical picture of the regions.

The query �planned/actual costs deviation� provides you with an overview of theplanned/actual costs deviation of service orders.

The query for Mean time to Repair and Mean time between Repairs is based on theindividual history of a technical object based on Notification malfunction reportswith breakdowns. Two operational data stores provide information on downtimefor notificaitons and mean time to repair.

You can freely define other queries.


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Lesson Summary

You should now be able to:� Describe the business information warehouse architecture and process


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Unit Summary PLM301

Unit SummaryYou should now be able to:� Identify the components of service history� Explain an LIS standard analysis� Describe the business information warehouse architecture and process


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Test Your Knowledge

1. The document flow enables you to display an overview of all the documentsrelated to a business transaction, problem notification, service order, and activityreports.Determine whether this statement is true or false.□ True□ False

2. State the criteria for which the LIL is used.

3. Describe the process of a Business Information Warehouse in short.


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Answers

1. The document flow enables you to display an overview of all the documentsrelated to a business transaction, problem notification, service order, and activityreports.

Answer: True

2. State the criteria for which the LIL is used.

Answer: The Logistics Information Library (LIL) is used to enter, classify,and search for key figures. The term, �key figure�, is broad enough so thatinformation such as warehouse stock is also understood as a key figure

3. Describe the process of a Business Information Warehouse in short.

Answer: In the first step, data is prepared in various source systems andextracted. In the second step, this data is compiled into Infocubes in BW.Infocubes are structures that describe a self-contained dataset of a business areafrom a reporting perspective. In the third step, queries and analysis are definedon the basis of the Infocubes in Business Explorer.


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PLM301 Course Summary

Course SummaryYou should now be able to:

� Perform SAPERP transactions for Customer Services� Identify how processes can be performed and supported in SAP system� Identify the integration with other SAP key capabilities� Describe the reporting and analysis tools available


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Course Summary PLM301


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Appendix 1MenuPath

Activities MenuPathMaster DataDisplay work center IR03 Logistics → Customer Service →

Service Agreements→ Environment→Work Centers→Work Center→Display

Create equipment master IE08 Logistics → Customer Service →Management of Technical Objects→Equipment→ Create

Display equipment master IE03 Logistics → Customer Service →Management of Technical Objects→Equipment→ Display

Display installed base IB53 Logistics → Customer Service →Management of Technical Objects→Serial Numbers→ Display IBase

Display customer master VD03 Logistics → Sales and Distribution→ Master Data→ Business Partners→ Customer→ Display→ Sales andDistribution

Material stock overview MMBE Logistics → Customer Service →Management of Technical Objects→Material→ Stock Overview

Display material master MM03 Logistics → Customer Service →Management of Technical Objects→Material→ Display


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Appendix 1: MenuPath PLM301

Activities MenuPathCreate master warranty BGM1 Logistics → Customer Service →

Service Agreements→ Warranties→Master Warranty→ Create

Display serial number IQ03 Logistics → Customer Service →Management of Technical Objects→Serial Numbers→ Display

Create functional location IL08 Logistics → Customer Service →Management of Technical Objects→Functional Location→ Create

Display functional location IL03 Logistics → Customer Service →Management of Technical Objects→Functional Location→ Display

Functional location � structural displayIH01

Logistics → Customer Service →Management of Technical Objects→Functional Location → StructuralDisplay

Service notifications and ServiceOrdersChange list of tasks IW66 Logistics → Customer Service →

Service Processing→ Notification→List of Tasks→ Change

Create notification (general) IW51 Logistics → Customer Service →Service Processing→ Notification→Create (General)

Create notification � problem notificationIW54

Logistics → Customer Service →Service Processing→ Notification→Create (Special)→ Problem Notification

Notification � change list editing IW58 Logistics → Customer Service →Service Processing→ Notification→List Editing→ Change

Create quotation for service order DP80 Logistics → Customer Service →Service Processing→ Order→ ServiceOrder→ Create Quotation


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PLM301 Appendix 1: MenuPath

Service notifications and ServiceOrdersCreate billing document VF01 Logistics → Customer Service →

Service Processing→ Completion→Billing Document→ Create

Create billing document � batch billingVF06

Logistics → Customer Service →Service Processing→ Completion→Billing Document→ Batch Billing

Create billing document � edit billingdocument list VF04

Logistics→Customer Service→ ServiceProcessing→ Completion→ BillingDocument→ Edit Billing Document List

Create billing request � individualprocessing DP90

Logistics → Customer Service →Service Processing→ Completion→Create Billing Request→ IndividualProcessing

Create billing request � collectiveprocessing DP95

Logistics → Customer Service →Service Processing→ Completion→Create Billing Request → CollectiveProcessing

Graphical monitor I_GRAPH_MONI-TOR

Logistics → Customer Service →Service Processing → Order →Capacity Planning → GraphicalMonitor

Capacity planning � leveling individualcapacity (graphic) CM30

Logistics → Customer Service →Service Processing → Order →Capacity Planning → Leveling →Individual Capacity (Graphic)

Capacity planning � evaluation of ordersCM02

Logistics → Customer Service →Service Processing → Order →Capacity Planning→ Evaluation→Orders

Display completion confirmation IW43 Logistics → Customer Service →Service Processing→ Confirmation→Display→ Completion Confirmation

Completion confirmation � CATS CAT2 Logistics→Customer Service→ ServiceProcessing→ Confirmation→ Entry→Time Sheet→ Time Data→ Enter


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Completion confirmation � individualtime confirmation IW41

Logistics → Customer Service →Service Processing→ Confirmation→Entry→ Individual Confirmation (Time)

Completion confirmation � overallcompletion confirmation IW42

Logistics→Customer Service→ ServiceProcessing→ Confirmation→ Entry→Overall Completion Confirmation

Display confirmation list IW47 Logistics → Customer Service →Service Processing→ Confirmation→Display→ Confirmation List

Completion confirmation � collectivetime confirmation with selection IW48

Logistics → Customer Service →Service Processing→ Confirmation→Entry→ Collective Confirmation (Time)→ With Selection

Cancel completion confirmation IW45 Logistics → Customer Service →Service Processing→ Confirmation→Cancel

Completion confirmation � goodsmovement MIGO

Logistics → Customer Service →Service Processing→ Confirmation→Goods Movement→ Goods Movement(MIGO)

Settle service order � individualprocessing KO88

Logistics → Customer Service →Service Processing→ Completion→Order Settlement→ Single

Settle service order � collectiveprocessing KO8G

Logistics → Customer Service →Service Processing→ Completion→Order Settlement→ Multiple

Complete service order � collectiveprocessing CO99

Logistics→Customer Service→ ServiceProcessing→ Completion→ CollectiveProcessing→ Complete Order

Create service order (general) IW31 Logistics → Customer Service →Service Processing→ Order→ ServiceOrder→ Create (General)

Create service order � sub-order IW36 Logistics → Customer Service →Service Processing→ Order→ ServiceOrder→ Create (Special)→ Sub-Order


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Customer Repairs OrdersPrint service order IW3D Logistics → Customer Service →

Service Processing→ Order→ ServiceOrder→ Print

Service order � change list editing IW72 Logistics → Customer Service →Service Processing→ Order→ ServiceOrder→ Service Order List→ Change

Service order � change component listIW3K

Logistics → Customer Service →Service Processing→ Order→ ServiceOrder→ Component List→ Change

Service order � change operation listIW37

Logistics → Customer Service →Service Processing→ Order→ ServiceOrder→ Operation List→ Change

Enter activity report for service orderIW55

Logistics → Customer Service →Service Processing→ Confirmation→Entry→ Activity Report

Display documents by status V.26 Logistics→Customer Service→ ServiceProcessing→Order→Customer Repair→ Documents by Status

Create billing document VF01 Logistics → Customer Service →Service Processing→ Completion→Billing Document→ Create

Create billing document items DP90 Logistics → Customer Service →Service Processing→ Completion→Create Billing Request→ IndividualProcessing

Create customer repairs order VA01 Logistics → Customer Service →Service Processing → Order →Customer Repair→ Create


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Customer Repairs OrdersCreate delivery for customer repairsorder VL01N

Logistics→Customer Service→ ServiceProcessing→Order→Customer Repair→ Shipping→ Outbound Delivery→Create → Single Document → WithReference to Sales Order

Enter returns delivery VRRE Logistics → Customer Service →Service Processing → Order →Customer Repair→ Returns Delivery

Goods movement for customer repairsorder MB11

Logistics → Customer Service →Service Processing→ Confirmation→Goods Movement→ Goods Movement

Service ContractsPlanned Customer Serviceand AnalyticsSettle contract VA88 Logistics→Customer Service→ Service

Agreements→ Contracts→ Contract→Subsequent Functions→ Settlement

Create contract VA41 Logistics → Customer Service →Service Agreements→ Contracts →Contract→ Create

Bill contract VF01 Logistics→Customer Service→ ServiceAgreements→ Environment→ Salesand Distribution→ Billing Document→ Billing Document→ Create

Create general task list IA05 Logistics → Customer Service →Service Agreements→ MaintenanceTask Lists → Task Lists → GeneralMaintenance Task Lists→ Create

Create equipment task list IA01 Logistics→Customer Service→ ServiceAgreements→ Maintenance Task Lists→ Task Lists → For Equipment →Create


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Service ContractsPlanned Customer Serviceand AnalyticsCreate task list for functional locationIA11

Logistics→Customer Service→ ServiceAgreements→ Maintenance Task Lists→ Task Lists→ For Functional Location→ Create

Maintenance plan � create single cycleplan IP41

Logistics → Customer Service →Service Agreements→ MaintenancePlanning → Maintenance Plans →Create→ Single Cycle Plan

Create maintenance plan for contractitem IP50

Logistics→Customer Service→ ServiceAgreements→ Maintenance Planning→ Maintenance Plans→ Create→ ForContract Item

Schedule maintenance plan IP10 Logistics → Customer Service →Service Agreements→ MaintenancePlanning→ Scheduling for MaintenancePlans→ Schedule

Maintenance plan � deadline monitoringIP30

Logistics → Customer Service →Service Agreements→ MaintenancePlanning→ Scheduling for MaintenancePlans→ Deadline Monitoring

Maintenance plan � scheduling overview(graphic) IP19

Logistics→Customer Service→ ServiceAgreements→ Maintenance Planning→ Scheduling for Maintenance Plans→Scheduling Overview→ Graphical

Maintenance plan � scheduling overview(list) IP24

Logistics → Customer Service →Service Agreements→ MaintenancePlanning→ Scheduling for MaintenancePlans→ Scheduling Overview→ List

Display user-defined analysis MCIS Logistics → Customer Service →Information System → StandardAnalyses→ User Defined Analysis→Plant Maintenance


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Service ContractsPlanned Customer Serviceand AnalyticsDisplay cost analysis MCI8 Logistics → Customer Service →

Information System → StandardAnalyses→ Cost Analysis

Display analysis of problem notificationMCIA

Logistics → Customer Service →Information System → StandardAnalyses→ Problem Notifications

Display sales-customer analysis MCTA Logistics → Customer Service →Information System → StandardAnalyses→ Sales/Distribution Data→Customer


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Appendix 2DataSheet for Exercises

Type of Data Data in the Training SystemControlling area 1000Company code 1000Plant 1200Storage location 0001Sales organization 1000Distribution channels 10 = End customer sales 14 = ServiceDivisions 07 = High Tech 08 = ServicePurchasing organization 1000Work centers PC-REP, PC-SERV, PC-SERVSCustomers 1171, 1032, T-CSD##Vendor 1000Functional Locations 1171, 1032, TCST##Equipment 10003542, 10003499, T-CSE1##,

T-CSE2##(Serialized) materials R-1001, T-FSN##


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Appendix 2: DataSheet for Exercises PLM301

Type of Data Data in the Training SystemFixed materials (service products) SM-PCREP, REPAIR_SERVICEConfigured materials (service products) HOTLINE_SERVICE_A,

HOTLINE_SERVICE_B,HOTLINE_SERVICE_C

Configurable materials (serviceproducts)

SM-NETINST, INSPECTION_SER-VICE, HOTLINE_SERVICE


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IndexAAction box, 115Activity report, 113Analysis Tools, 359Assemblies, 67Automatic contract assignment,293

BBackflush, 174Backwards scheduling, 160Billing document, 156Billing Form, 257Billing request, 156Billing rule, 277Bills of Material (BOM), 76Business Explorer, 371Business InformationWarehouse, 371

Business InformationWarehouse Process, 372

CCancellation data, 276Catalog profile, 126Catalogs, 126Change History, 350client, 2Client systems, 2Code groups, 126Collective entry, 173Company Code Data, 45Completed Notifications, 350Completed Service Orders, 350Completion Confirmation, 256Components, 155

Configurable service products,290

Configured service products,290

Contract header, 275Contract items, 275Contract selection, 293Contract validity period, 276Controlling area, 39CS-SDL, 160Customer Master Data, 45Customer Repairs Order, 255Customer Repairs Order:Structure, 243

Customer Service, 31Customer Service-Functions,34

Customers, 32DData Warehouse, 359Data Warehouse - Logistics,360

DIP profile, 223Dynamic items, 176EEarly Warning System, 363Equipment, 71Equipment Master Record, 70,72

Equipment Task List, 321Execution, 154External processing operations,161


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Index PLM301

FFixed service products, 290Forwards scheduling, 160Functional Location Task List,321

Functional locations, 67GGeneral Task List, 321Graphical monitor, 160HHelp Options, 10Historical Service Order, 350Horizon, 277IInfocubes, 372InfoTypes, 49Installations, 80Integrated TransactionApplications, 359

Interface Elements of SAPsystem, 6

Invoice, 32KKMAT, 291LLoan Equipment Processing,244

Log on to an SAP system, 2Logistics Information Library(LIL), 363

MMaintenance Contract, 331Maintenance Packages, 322Maintenance Plan, 328Maintenance Plan Structure,330

Maintenance Plan Types, 329Maintenance Strategy, 322Master Warranty, 78

Material Master, 45Material Master Record, 68Material Master Records, 46Mobile asset management, 170Mobile services, 170Multiple Counter Plan, 330NNon-stock items, 164OObject Hierarchies, 79Object information screen, 294Object-Related Warranty, 78OCI, 165Operating concern, 39operation control key, 159Operations, 155Order header, 155organizational Structure, 41Organizational Structure -Financial Accounting, 38

Organizational Structure -Management Accounting, 38

Organizational Structure -Procurement and LogisticsExecution, 39

Organizational Structure -Sales, 40

Organizational Units, 41PPeriodic billing, 295Personnel Master, 49Pieces of equipment, 67Planning, 154Planning Plant, 42Problem notification, 113Profit center, 39Profitability Analysis, 179Purchase Order, 32QQuality Management, 244


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PLM301 Index

Queries, 372Quotation, 223Quotations, 32RRelationships, 159Repair Acceptance, 242, 254Repair CompletionConfirmation, 242

Repair Procedure, 242Repair Request Item, 254Repairs Order, 241Repairs Processing, 241Repairs Processing: Phases,242

Resource related billing, 295Response profile, 126Returns Item, 254Role-Based User Menu, 4SSales Area Data, 45SAP Business Solutions, 33SAP Easy Access, 3SAP Library, 11SAP Mobile Engine, 170Scheduling, 337Scheduling lists, 339Scheduling period, 337SD application, 223Serial Number Management, 69Serial Number Profile, 69Serial numbers, 67Service Agreements, 32Service Categories, 31Service History: Elements, 350Service Materials, 46Service numbers, 159Service Order, 255, 320Service Orders, 258Service Product, 243�244Service Products, 46Service profile, 126

Service request, 113Serviceable Item, 244Settlement, 154Settlement periods, 277Settlement receiver, 295Single Cycle Plan, 329Single entry, 173SM01, 158SM02, 158SM03, 158SRM, 165Standard Analysis Options, 362Stock items, 164Strategy Plan, 329Suboperations, 155Subscreens, 115Summarization levels, 176System status, 129TTask List Header, 321Task List Selection, 322Task List Structure, 321Task List Types, 321Task Lists in Customer Service,320

Task status, 129Technical Check, 254Technical Completion, 256Technical Objects, 67Text items, 164Time sheet, 173Tools, 155UUsage History, 350User Menu, 4User status, 129WWarranty, 77Warranty Types, 77Work Center Master, 48Work Centers, 47


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Index PLM301


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FeedbackSAP AG has made every effort in the preparation of this course to ensure the accuracyand completeness of the materials. If you have any corrections or suggestions forimprovement, please record them in the appropriate place in the course evaluation.
