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01 Customer Service Understanding Manual

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Srinivas N Gowda
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67 views

01 Customer Service Understanding Manual

cs

Uploaded by

Srinivas N Gowda
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 19

Contents

Step 1: Service Dept- Create New Equipment for a Superstructure .................................................... 2


Step 2: Service Dept- Create a Service order for Repair ...................................................................... 8
Step 3: Service Dept- Attach Stock Spares, Non-Stock Spares and Enter labour hours ...................... 10
Step 4: Sales Dept- Create Quotation for Customer ......................................................................... 12
Step 5: Sales Dept- Accept Quotation .............................................................................................. 14
Step 6: Service Dept- Start Repair Work ........................................................................................... 15
Step 7: Stores Dept- Issue Stock Spares ........................................................................................... 16
Step 8: Service Dept- Service Order Confirmation & Closing............................................................. 17
Step 9: Sales Dept- Invoice/Billing .................................................................................................... 18
Step 1: Service Dept- Create New Equipment for a Superstructure
In this we will create individual Equipment for each Superstructure which comes for the Service.

Enter equipment category "S" and click to see next screen.


Enter Serial number in Description and Click on Organization tab.
Enter AMI Company code, Service work center in Main Work center and select Catalog profile. Click
on Sales and Distribution tab.
Enter AMI Sales Org, Distribution channel, Division & Sold to party here. Click on Serial Data tab.
Enter Superstructure Product code in Material and Serial no. Click on Warranty tab.
Enter Warranty start and end date if applicable. Click on Save button.

Equipment is created for that Superstructure.


Step 2: Service Dept- Create a Service order for Repair
Create a Service Order to address Shop visit or Site repair. Enter Order type, Service Equipment and
Click Enter.
Enter Problem description, Customer and press Save button . SAP System will generate one
unique number for Service job.
Step 3: Service Dept- Attach Stock Spares, Non-Stock Spares and Enter
labour hours
After Engineer inspection on-site he opens Service Order and enters all Spares and labour hours
required for the job. Enter Service Order number here and press Enter.

Enter Man-hours here and click on Components tab.

Use help to find material code.


Enter description of spare part it will show the list with name.

Double click on the Spare part code to select it. Enter quantity required.

After all planning is done, select "Work scope done" radio button to indicate Sales team to start
Quotation work.
Step 4: Sales Dept- Create Quotation for Customer
Enter Service Order number here. Click Enter.

Enter items relevant for Pricing will appear. To add percentage Select each line item and click on the

Item conditions icon .

In SAP, pricing is done using conditions. The pricing procedure defines which condition types are to
be used to calculate the final price. EK01 represents Cost, PR00 represents Price charged to

Customer. Click on the back icon to return to the main quotation screen. Click on save to Create
Quotation.
Step 5: Sales Dept- Accept Quotation
After the Customer has agreed to the terms and conditions in the quotation Sales team will accept
Quotation in SAP.

Enter the Service Order number and Press Enter. Click on Accept Quotation to indicate Service team
to start work.
Step 6: Service Dept- Start Repair Work
Service department will change the Status to Work in progress and Start Service work.
Step 7: Stores Dept- Issue Stock Spares
Stores will issue Spares for Service work.
Step 8: Service Dept- Service Order Confirmation & Closing
Enter Service Order information to close the work.

Enter defect details in the form of Catalogue codes.


Step 9: Sales Dept- Invoice/Billing
After the work is over check the service work information document flow.

Click on the document flow.

Note down debit memo request.


Open debit memo in VA02 and click on Billing to Charge Customer.

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