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

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 3^rd 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-

 

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-

 

 

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

 

 

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

 

 

SO-109000054

 

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

 

 

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

 

 

3.3 Return Delivery

 

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

 

 

Check the details in the returns delivery-

 

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-

 

 

Pl check the document flow for material document-

 

 

Check the movement type used for return material-

 

 

 

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-

 

 

 

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

 

 

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-

 

 

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-

 

 

 

3.6 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-

 

 

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

 

 

 

We update the settlement rule-

 

 

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

 

 

3.7 Service Order Confirmation

 

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

 

 

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

 

 

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

 

 

Goods issue accounting entries are as below-

 

 

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

 

 

Planned & actual costs are displayed-

 

 

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