In-House Repair Processing | Business Process in SAP CRM by krishna

Purpose

The customer contacts the service provider with a request for his or her defective product to be repaired. You create an in-house repair order in SAP CRM.

Process Flow

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1. Create in-house repair order (SAP CRM)

You create an in-house repair order in SAP CRM.

The customer reports via interaction center or a Web application one or more defective products that he or she wants to send or bring in for repair, for example.

You or your customer can use a repair request to enter important document information for repairs at header level and in the main item, such as business partners and bill-to party.

2. Maintain reference object and serial number (SAP CRM)

You create a reference object at item level for the product that is to be repaired. Reference objects can be products, installed bases with their components, individual objects, or serial numbers.

You enter either an installed base component, an individual object, or a product with the corresponding serial number. Depending on the settings for validation of serial numbers in the product master, the system validates the serial number that you entered and determines the corresponding individual object.

3. Maintain codes (SAP CRM)

You use predefined codes to enter the error that occurred. These codes are available for failure frequency reports in SAP NetWeaver Business Intelligence (SAP BI).

4. Select counter and create counter reading (SAP CRM)

If counters are relevant for the reference object, you enter the counter readings.

5. System determines valid warranty (SAP CRM)

The system performs an automatic warranty check.

If a warranty is determined, this is apparent from the assigned warranty product and the accounting indicator. The accounting indicator influences pricing.

The relevant services and service parts and their related discounts are defined in the warranty. The internal recipients to whom the incurred costs should be charged are also defined in the warranty.

6. System determines valid service contract or service agreement (SAP CRM)

The system determines existing service contracts or service agreements for the business partner for each complaint item.

7. System determines response times from contract (SAP CRM)

Assured response times are determined based on the Service Level Agreements (SLA) defined in the contract. You can monitor these response times and escalate them if necessary.

8. Create returns subitem for repair (SAP CRM)

You create a subitem of category Return for the main repair item.
The Return item shows that an inbound delivery is expected for the higher-level item.

After the product sent in for repair is received, a service employee performs a technical analysis (diagnosis) and enters the inspection result. An HTML file is provided for you to document the inspection results for the diagnosis item. This can be tailored to meet your requirements.

9. System replicates returns request item (SAP ECC)

After saving the in-house repair order in SAP CRM, the CRM system replicates it to SAP ERP Central Component (SAP ECC) for the purpose of logistics processing. In other words, the returns item for in-house repair order is replicated in a sales order in SAP ECC as a returns request item. At this point, a sales order with the same document number as in SAP CRM exists in SAP ECC. A unique returns material authorization (RMA) number is thereby also available in SAP ECC.

10. System displays returns material authorization (RMA) number (SAP CRM)

The unique returns material authorization (RMA) number is made up of the unique number of the in-house repair order and the item number of the returns item. The customer uses the RMA number to send the defective product in for repair.

11. Search template and copy template items (SAP CRM)

The technician uses the inspection result to decide on the appropriate action to be taken, which means either scrapping or repair. If the technician decides to repair the item, he or she can use templates to help create an order.

Templates are created for errors that occur frequently. They contain the necessary repair steps and service parts, including the quantities needed.

The technician copies the items of a fitting template into the in-house repair order.

12. Create repair steps (SAP CRM)

If the technician does not use a template, he or she schedules the necessary repair services and service parts manually.

The necessary repair steps and required service part items are created as subitems of the repair request item.

13. Run availability check for sales items and service parts (SAP CRM)

You trigger the availability check manually.

14. Determine and maintain conditions (SAP CRM)

The system uses the settings (pricing procedure determination) to determine the conditions for all pricing-relevant items and uses this information to determine the prices. You can change or add conditions manually.

15. Create loan device delivery (SAP CRM)

You create a loan device delivery for the repair in SAP CRM.

You can send loan devices to customers during a repair, to bridge any gaps created by long repair times.

16. System replicates loan device delivery item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the loan device delivery item into the sales order in SAP ECC. The loan device is delivered.

17. Create return delivery of repaired product (SAP CRM)

In SAP CRM, you create a return delivery for the repairs.

After the repairs are completed, the product is returned to the customer.

18. System replicates returns delivery item for repaired product item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the return delivery item into SAP ECC as a returns delivery item in the sales order in SAP ECC.

19. Create loan device pick-up request (SAP CRM)

You create a loan device pick-up request in SAP CRM.

After repairing and returning the repaired product to the customer, return delivery of the loan device is triggered.

20. System replicates loan device pick-up item (SAP ECC)

After saving the in-house repair order, SAP CRM replicates the pick-up request item into SAP ECC in the sales order.

21. Trigger follow-up action: creation of quality notification in SAP ECC (SAP CRM)

You use an action to trigger creation of a quality notification for an in-house repair order or for an item in an in-house repair order in the assigned SAP ERP system, with an aim of introducing corrective actions in order to improve product quality.

22. System creates quality notification (SAP ECC)

A quality notification is created via replication in SAP ECC. The in-house repair order is visible in the document flow of the quality notification.