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Repair Process in SAP CS (Customer Service) – Part I

July 21, 2012 | 4,883 Views |
 sap cs customer service
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This blog on Repair Process is written to help SAP CS Consultant on giving a complete understanding on how Repair Management is captured in SAP. The experience of 2 implementation in Customer Service is utilized to compile this blog on SAP CS. These posts are created with inspiration & guidance from Priya Pathak (at IBM) who work as a colleague on SAP Implementation Projects. The author works with IBM presently.

 

As the length of this post is quite log, this is divided into Part I & Part II. You can refer Part II for Settlement, Delivery & Billing Process.

 

 

 

1. Scope of the Post / Document

 

This document aims to serve the purpose of explaining how repair process can be handled at manufacturing plants for the components or parts as well as 3rd party parts (from external vendors).

 

We also cover how replacement can be executed as a part of standard SAP Process from notification if business decides to have replacement instead of repairing the item (repairing may be carried out but customer is supplied with replacement part immediately & repaired part is then used as an independent component)

 

 

2. Master Data Requirement

 

Below Master Data is mandatory to execute the below depicted SAP Standard Repair Process-

 

  1. Material Master Data
  2. Equipment Master (linked to Material Master)

 

 

3. Process Steps – Repair Process

 

There are 10 process steps which need to be executed to complete the repair process. As indicated before, it is imperative to have 2 master data in SAP (Material Master & Equipment Master) created in advance before below steps are executed.

 

 

3.1 Receiving Customer Complaint

 

On receiving customer complaint or return component for repair process, notification needs to be created by business wherein information below can be entered like-

  • Cause Codes
  • Defect Codes
  • Different activities can be entered which needs to be preformed to repair the products
  • Priority
  • Incoming / Outgoing Calls etc.

 

Warranty validation is carried out within notification if equipment master has got warranty dates & system correspondingly gives a message if the repair product is in warranty or not.

 

Transaction Code – IW51

Notification- 300000104

 

Notification type needs to be entered (Z4) as indicated below-

1.1_Create Notification.png

 

3.2 Creation of Repair Sales Order

 

Within notification, mandatory fields as indicated below can be entered and then repair order needs to be clicked within the action box on the right side-

 

1.2_Create Notification.png

 

This will give the pop up wherein repair sales order type, service material needs to be entered, and save this as indicated below-

 

1.3_Create Repair Sales Order.png

 

This generates the repair sales order & can be seen in the document flow of notification-

 

1.4_Dcoc Flow.png

 

SO-109000054

 

We check this repair sales order in VA03 Transaction code, note the repair button at the bottom-

 

2.1_Repair Sales Order Display.png

 

We can see in the repair tab there is one repair item we need to receive-

 

2.2_Repair SO_Repair Tab.png

 

3.3 Return Delivery

 

To receive the repair material, we create returns delivery using Transaction code VRRE, below details needs to be put-

 

3.1 Create Return Delivery.png

 

Check the details in the returns delivery-

3.2 Create Return Delivery_Detail.png

 

Return Delivery – 7008500050

 

 

3.4 Goods Receipt against Return Delivery for Repaired Item

 

Now, Goods receipt for the repair material needs to be done using VL02n transaction code as indicated-

 

3.3 PGR.png

 

Pl check the document flow for material document-

 

3.4PGR_Doc FLow.png

 

Check the movement type used for return material-

 

3.5 Mat Doc of PGR.png

 

 

Pl see above that this is non valuated material and there is no financial postings.

 

 

3.5 Service Order Creation from Repair Order

 

Now we create the service order for this return material from sales order VA03 transaction, hit the proposal button below as indicated-

 

 

3.6 Service Order Generation.png

 

This calls for the task list (list of work centers maintained for the service material)-

 

3.7_Calling Task List.png

 

Confirm the availability control, save the Sales Order, which will create the service order in the background.

 

To check the service order, hit on button below as indicated in VA03 Transaction code-

 

3.9_Service Order Display.png

 

System would take you to IW33 transaction code where you get to see the service order created.

 

Service Order – 4000084 is created. Service Order can be seen below in transaction IW33-

 

3.10_Display Service Order IW33.png

 

 

3.6 Service Order Updation with Operations, Components & Settlement Rule of Cost Centre

 

Now, based on the requirement to repair the returned product, put in the operations required-

 

4.1 Service Order Updation.png

 

Add on components can also be put in which would be required for the repairing of returned product-

 

4.1 Service Order Updation_Component.png

 

 

We update the settlement rule-

 

4.3 Settleme tRule.png

 

Cost Centre needs to be put for service / repair process; this is where cost of operations & components would be settlement-

 

4.3 Settlemet Rule_Cost Centre.png

 

3.7 Service Order Confirmation

 

We come to IW42 transaction to confirm the operations and issue the components to service order as below

 

4.5_Serice Order Confirmation.png

 

Save this. You can check in service order (IW33) to check the goods movement of components

 

4.6_Goods Movement Validation.png

 

You get the material document. Pl check the movement type and accounting document-

 

4.6.B_Display Mat Doc.png

 

Goods issue accounting entries are as below-

 

4.6.C_Mat Doc _Accounting Entries.png

 

In the cost tab of service order, we can check the costs-

 

4.7_Service Order Costing.png

 

Planned & actual costs are displayed-

 

4.7_Service Order Costing_Planned vrs Actual.png

 

You may refer a separate post for Part II for Settlement, Delivery & Billing Process.

 

 

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8 Comments

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  3. Vishnubhatta Pratap

    Thanks for sharing the process flow on Repair process.
    This being one of the niche area of SAP, there is very less material available on SCN and other SAP forums. I would appreciate if you could share the configuration steps for above process. This will be a good value addition.

    Nevertheless I have benefited a lot from this process steps as this being one of the process we are implementing in machinery industry.

    Thanks a ton Rahul.

    (0) 
    1. venu gopal

      Dear Any body tell me

      one doubt here  In va03 t.code material is 10000017 is there after clicking repair tab service material is coming 10000012 ok but when he enterd Order type — sales org–dist–division

      here materail is 10000012 and service material is 10000017 so how it come reverse

      my doubt is in va03 material would be 10000012 and service material would be 10000017

      So plz make me clear.

      NOTE: In general business process once we got any return delivery from customer after we careat another delivery for dameged goods

      here we will recive Rapir product in VRRE Then we will give repair product to customer right after repairing that one or new item so here no need to create another delivery to customer ?

      Before this we have to create warranty process via WTY  T.code ?

      (0) 

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