LO710-V46c-En Problem Processing With Quality Notifications

LO710 Problem Processing with Quality Notifications LO710
Release 630 01.10.2003
LO710 Problem Processing with Quality Notifications....................................................................................................1 Copyright.......................................................................................................................................................................2 Quality anagement !Q "........................................................................................................................................# Course Prere$uisites...................................................................................................................................................% &arget 'roup..............................................................................................................................................................( Course O)er)iew...........................................................................................................................................................1 Course O)er)iew *iagram.........................................................................................................................................2 Course O)er)iew+ ,usiness -cenario......................................................................................................................... Course O)er)iew+ /nit Ob0ecti)es............................................................................................................................# Course Content...........................................................................................................................................................% Position of Q ...........................................................................................................................................................( 1lements of my-2P PL Quality anagement.......................................................................................................7 Course O)er)iew+ /nit -ummary..............................................................................................................................3 Problem Processing with Quality Notifications.............................................................................................................1 Problem Processing with Quality Notifications+ /nit Ob0ecti)es.............................................................................2 Course O)er)iew *iagram.......................................................................................................................................... Problem Processing+ ,usiness -cenario....................................................................................................................# /sing Quality Notifications.......................................................................................................................................% Continuous Process 4mpro)ement.............................................................................................................................( Proce5ure for Problem Processing.............................................................................................................................7 16ample+ Customer Complaint..................................................................................................................................3 Problem Processing with Quality Notifications+ /nit -ummary...............................................................................7 *efinition an5 -tructure.................................................................................................................................................1 *efinition an5 -tructure+ /nit Ob0ecti)es.................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... *efinition an5 -tructure+ ,usiness -cenario.............................................................................................................# Notifications in the -2P -ystem8 O)er)iew..............................................................................................................% Notifications in the -2P -ystem8 2ssociations.........................................................................................................( Quality Notifications in the Logistics -upply Chain.................................................................................................7 -tructure of a Quality Notification............................................................................................................................3 Contents of a Quality Notification 9 'eneral *ata....................................................................................................7 Contents of a Quality Notification 9 Partners..........................................................................................................10 Contents of a Quality Notification 9 Notification 4tem............................................................................................11 Contents of a Quality Notification 9 Cause..............................................................................................................12 Contents of a Quality Notification 9 2cti)ity..........................................................................................................1. Contents of a Quality Notification 9 &as:................................................................................................................1# 1lements of the Quality Notification -ystem..........................................................................................................1% *efinition an5 -tructure+ /nit -ummary.................................................................................................................1( *ata for 16ercises....................................................................................................................................................17
*ata for 16ercises !4*1-".......................................................................................................................................17 *efinition an5 -tructure of a Quality Notification16ercises...................................................................................22 *efinition an5 -tructure of a Quality Notification-olutions...................................................................................2. Catalogs an5 Catalog Profiles........................................................................................................................................1 Catalogs an5 Catalog Profiles+ /nit Ob0ecti)es.........................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... Catalogs an5 Catalog Profiles+ ,usiness -cenario.....................................................................................................# /sing Catalogs...........................................................................................................................................................% Catalog &ypes............................................................................................................................................................( Catalog ;ierarchy......................................................................................................................................................7 Catalogs+ 16ercises....................................................................................................................................................3 Catalogs+ -olutions....................................................................................................................................................7 Catalog &ypes in the Notification &ype...................................................................................................................12 Catalog Profile.........................................................................................................................................................1. Creating a Catalog Profile !1"..................................................................................................................................1# Creating a Catalog Profile !2"..................................................................................................................................1% 1ntry in a Catalog Profile........................................................................................................................................1( *etermining the Catalog Profile..............................................................................................................................17 Catalog profile+ 16ercises........................................................................................................................................13 Catalog profile+ -olutions........................................................................................................................................22 Catalogs an5 Catalog Profiles+ /nit -ummary........................................................................................................2. Problem Processing in Procurement..............................................................................................................................1 Problem Processing with Quality Notifications+ /nit Ob0ecti)es.............................................................................2 Course O)er)iew *iagram.......................................................................................................................................... Problem Processing in Procurement+ ,usiness -cenario...........................................................................................# Process 1+ Complaint Concerning a <rong *eli)ery................................................................................................% &riggering a Quality Notification..............................................................................................................................( Complaint 2gainst =en5or with >eference Ob0ect...................................................................................................7 &ransfer Posting of 'oo5s.........................................................................................................................................3 Create a >eturn *eli)ery...........................................................................................................................................7 Cre5it?*ebit emo..................................................................................................................................................10 Process 2+ Quality 4nspection with *efects >ecor5ing............................................................................................11 &riggering a Quality Notification !*efects >ecor5ing"...........................................................................................12 Planning *efects >ecor5ing....................................................................................................................................1. *etermining a Catalog Profile for *efects >ecor5ing.............................................................................................1# *efects >ecor5ing?2cti)ating the Quality Notification..........................................................................................1% *isplaying >elate5 Quality Notifications................................................................................................................1( *isplaying ,uyer@s Negotiation -heet.....................................................................................................................17 Printing a Quality Notification.................................................................................................................................13
>e$uesting an 3*9>eport.........................................................................................................................................17 =en5or 1)aluation...................................................................................................................................................20 =en5or 1)aluation+ Criteria.....................................................................................................................................21 >ele)ant 1lements for =en5or 1)aluation..............................................................................................................22 Problem Processing in Procurement+ /nit -ummary..............................................................................................2. Problem Processing in Procurement+ /nit -ummary !2".........................................................................................2# 'eneral Aunctions+ /nit -ummary !1".....................................................................................................................2% Problem Processing in Procurement 16ercises........................................................................................................2( Problem Processing in Procurement-olutions..........................................................................................................0 4nternal Problem Notifications.......................................................................................................................................1 4nternal Problem Notification+ /nit Ob0ecti)es.........................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... 4nternal Problem Notifications+ ,usiness -cenario...................................................................................................# Problems *uring the Pro5uction Process..................................................................................................................% Creating an 4nternal Problem Notification with >eference Ob0ect............................................................................( Classification+ *efinition of &erms............................................................................................................................7 -earching in the Classification -ystem......................................................................................................................3 Creating a Notification at Or5er Confirmation..........................................................................................................7 >e$uest to *e)iate from -pecification....................................................................................................................10 Creation of Complaints 2gainst the =en5or from an 16isting Notification...........................................................11 Quality 4nspection *uring Pro5uction.....................................................................................................................12 *efects >ecor5ing in Pro5uction.............................................................................................................................1. Quality Notification -tatus+ ....................................................................................................................................1# 2cti)ating a Quality Notification.............................................................................................................................1% -tatus anagement for Quality Notifications.........................................................................................................1( anagement !1"...............................................................................................................................17 anagement !2"...............................................................................................................................13 'eneral -tatus 'eneral -tatus
-2P ,usiness <or:flow 9 4nternal Problems..........................................................................................................17 Quality Notification an5 -2P ,usiness <or:flow.................................................................................................20 4nternal Problem Notification+ /nit -ummary.........................................................................................................21 4nternal Problem Notifications+ /nit -ummary !2".................................................................................................22 4nternal Problem Notifications 16ercises................................................................................................................2. 4nternal Problem Notifications -olutions.................................................................................................................27 Customer Complaint......................................................................................................................................................1 Customer Complaint+ /nit Ob0ecti)es.......................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... Customer Complaints+ ,usiness -cenario.................................................................................................................# Customer Complaints.................................................................................................................................................% Customer Complaint /sing the 4nternet !1"...............................................................................................................(
Customer Complaint /sing the 4nternet !2"...............................................................................................................7 Customer Complaint !4nternet" 16ercises..................................................................................................................3 Customer Complaint !4nternet" -olutions................................................................................................................12 Creating a Customer Complaint with >eference Ob0ect..........................................................................................1% *etermining &as:s 9 onitoring >esponse &ime....................................................................................................1( *isplaying the -ales -ummary................................................................................................................................17 2ction Log for the Quality Notification..................................................................................................................13 Aollow9/p 2ctions for &as:s !1" 9 aintain Catalog..............................................................................................17 Aollow9/p 2ctions for &as:s !2"+ CustomiBing......................................................................................................20 >eturns an5 >epairs Processing !> 2"..................................................................................................................21 Processing a Quality Notification 9 > 2 !1"..........................................................................................................22 1ntering >eturns 9 > 2 !2"....................................................................................................................................2. Processing >eturns 9 > 2 !.".................................................................................................................................2# Creating a Quality Notification for an Original *ocument.....................................................................................2% Quality Notifications 9 Lin: to * -.......................................................................................................................2( Customer Complaint+ /nit -ummary......................................................................................................................27 'eneral Aunctions+ /nit -ummary !2".....................................................................................................................23 Customer Complaints+ 16ercises.............................................................................................................................27 Customer Complaints -olutions...............................................................................................................................2 4nternet -er)ice >e$uest................................................................................................................................................1 4->+ /nit Ob0ecti)es.................................................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... 4-> 9 ,asic Logic.......................................................................................................................................................# Notifications 9 Problems8 Questions8 >e$uests .........................................................................................................% Proce5ure...................................................................................................................................................................( 4nternet -er)ice >e$uest............................................................................................................................................7 4-> 9 /ses an5 >e$uirements....................................................................................................................................3 4-> 9 16ample from Public -ector.............................................................................................................................7 1asy 1ntry of Notifications......................................................................................................................................10 >?. Client?-er)er 2rchitecture with 4&-.................................................................................................................11 4->+ /nit -ummary..................................................................................................................................................12 Q Q Q Or5er.......................................................................................................................................................................1 Or5er+ /nit Ob0ecti)es.......................................................................................................................................2 Or5er+ ,usiness -cenario...................................................................................................................................# Or5er..............................................................................................................................( Course O)er)iew *iagram.......................................................................................................................................... Controlling O)erhea5 Costs in the -2P -ystem........................................................................................................% Cost Processing /sing Q 1lements of a Q Creating a Q Or5er............................................................................................................................................7
Or5er.................................................................................................................................................3
Lin:+ Quality Notification?Q -ettling a Q Q Q Cost >eport for Q
Or5er........................................................................................................................7
Or5er.................................................................................................................................................10 Or5er.......................................................................................................................................11
Or5er+ /nit -ummary !1".................................................................................................................................12 Or5er+ /nit -ummary !2".................................................................................................................................1.
1)aluations.....................................................................................................................................................................1 1)aluations+ /nit Ob0ecti)es.....................................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... 1)aluations+ ,usiness -cenario.................................................................................................................................# >eporting+ 1)aluations /sing Lists...........................................................................................................................% Create <or:lists /sing Lists.....................................................................................................................................( -ummariBation of Notifications in Q 4-..................................................................................................................7 4nformation -tructure for the Notification.................................................................................................................3 Characteristics an5 Cey Aigures for the 4nfo -tructures............................................................................................7 1)aluations in Q 4-................................................................................................................................................10 -tan5ar5 2nalyses....................................................................................................................................................11 1arly <arning -ystem.............................................................................................................................................12 Perio5ic 2nalysis.....................................................................................................................................................1. -2P ,usiness 4nformation <arehouse !,<"..........................................................................................................1# <or:boo: with 1mbe55e5 Query...........................................................................................................................1% <or:boo: with - 16cel 'raphic..........................................................................................................................1( Comparison of 1)aluation Options..........................................................................................................................17 1)aluations+ /nit -ummary.....................................................................................................................................13 1)aluations 16ercises..............................................................................................................................................17 1)aluations -olutions...............................................................................................................................................22 -olution *atabase..........................................................................................................................................................1 -olution *atabase+ /nit Ob0ecti)es...........................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... -olution *atabase+ ,usiness -cenario.......................................................................................................................# /se in =arious 2pplications......................................................................................................................................% /sers an5 25ministrators...........................................................................................................................................( -tructure of -olution *atabase..................................................................................................................................7 -olution *atabase for Notification Processing..........................................................................................................3 -earch >e$uest Proce5ure !O)er)iew"......................................................................................................................7 Creating a Quality Notification................................................................................................................................10 -earch for -ymptoms...............................................................................................................................................11 *isplaying an5 -electing -ymptoms.......................................................................................................................12 *isplaying an5 -electing -olutions.........................................................................................................................1. *isplaying an5 -electing &as:s...............................................................................................................................1#
-olution *atabase+ /nit -ummary...........................................................................................................................1% -olution *atabase+ 16ercises...................................................................................................................................1( -olution *atabase+ -olutions...................................................................................................................................13 CustomiBing...................................................................................................................................................................1 CustomiBing+ /nit Ob0ecti)es....................................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... CustomiBing+ ,usiness -cenario................................................................................................................................# CustomiBing -ettings for Quality Notifications.........................................................................................................% Notification &ypes+ CustomiBing !1".........................................................................................................................( Notification &ypes+ CustomiBing !2".........................................................................................................................7 CustomiBing+ *efining -creen 2reas.........................................................................................................................3 CustomiBing+ *efining &ab Pages.............................................................................................................................7 2ction ,o6 !CustomiBing 1"+ Plan Aollow9/p Aunctions.......................................................................................10 2ction ,o6 !CustomiBing 2"+ Create Aollow9/p Aunctions....................................................................................11 2ction ,o6 !CustomiBing ."+*efine Aollow9/p Aunctions.....................................................................................12 Print Control+ CustomiBing......................................................................................................................................1. -tatus Profile+ CustomiBing.....................................................................................................................................1# Aiel5 -election.........................................................................................................................................................1% Configuration !CustomiBing9<or:flow".................................................................................................................1( <or:flow Ob0ects for Quality Notifications...........................................................................................................17 CustomiBing+ /nit -ummary...................................................................................................................................13 CustomiBing 16ercises.............................................................................................................................................17 CustomiBing -olutions.............................................................................................................................................21 -2P -upport *es:.........................................................................................................................................................1 -2P -upport *es:+ /nit Ob0ecti)es..........................................................................................................................2 Course O)er)iew *iagram.......................................................................................................................................... -2P -upport *es:+ ,usiness -cenario......................................................................................................................# Calling the -upport *es:...........................................................................................................................................% Lin: to 4n9;ouse -upport..........................................................................................................................................( -2P Notification........................................................................................................................................................7 -upport *es:+ /nit -ummary....................................................................................................................................3 4nterfaces........................................................................................................................................................................1 4nterfaces+ /nit Ob0ecti)es........................................................................................................................................2 4nterfaces+ ,usiness -cenario..................................................................................................................................... Program 1nhancements.............................................................................................................................................# Customer 1nhancements !1"+ Quality Notifications..................................................................................................% Customer 1nhancements !2"+ Quality Notifications..................................................................................................( Customer 1nhancements !."+ Quality Notifications..................................................................................................7 Change Le)els............................................................................................................................................................3
Proce5ures+ Customer =iew......................................................................................................................................7 Communication /sing ,2P4s..................................................................................................................................10 4nterfaces+ /nit -ummary........................................................................................................................................11 2ppen5i6 2+ =en5or 1)aluation...................................................................................................................................1 =en5or 1)aluation+ /nit Ob0ecti)es..........................................................................................................................2 =en5or 1)aluation+ ,usiness -cenario....................................................................................................................... =en5or 1)aluation+ Criteria.......................................................................................................................................# -ubcriteria of the -core .............................................................................................................................................% Calculating the Complaint -core...............................................................................................................................( >ele)ant 1lements for =en5or 1)aluation................................................................................................................3 =en5or 1)aluations....................................................................................................................................................7 =en5or 1)aluation+ /nit -ummary.........................................................................................................................10 =en5or e)aluation 16ercises....................................................................................................................................11 =en5or 1)aluation -olutions...................................................................................................................................1. -2P ,usiness <or:flow................................................................................................................................................1 -2P ,usiness <or:flow+ /nit Ob0ecti)es................................................................................................................2 <or:flow+ ,usiness -cenario..................................................................................................................................... -2P ,usiness <or:flow 9 ,asic 1lements...............................................................................................................# 1)ent >ecei)er...........................................................................................................................................................% <or:flow Ob0ects for Quality Notifications.............................................................................................................( Configuration !CustomiBing9<or:flow"...................................................................................................................7 <or:flow+ /nit -ummary.........................................................................................................................................3 2ppen5i6 ,+ 'eneral 4nformation.................................................................................................................................1 >ecommen5e5 Aollow9/p Courses...........................................................................................................................2 PL #0%+ Quality 4nspections..................................................................................................................................... PL #1%+ Q PL #20+ Q PL #21+ Q PL #2%+ Q LO7%0+ Q in Procurement...................................................................................................................................# in *iscrete anufacturing..................................................................................................................% in the Process 4n5ustry.......................................................................................................................( in -ales an5 *istribution?Quality Certificates....................................................................................7 Configuration an5 OrganiBation............................................................................................................3
;ints...........................................................................................................................................................................7
0
LO710 Problem Processing with Quality Notifications
LO710
Problem Processing with Quality Notifications
SAP AG 2001 SAP AG
>?. >elease #.(C Duly 2001 %00#7.07
0.2
Copyright
Copyright 2002 S P
!"
ll rights reser#e$"
No part of this publication may be repro$uce$ or transmitte$ in any form or for any purpose without the e%press permission of S P !" &he information containe$ herein may be change$ without prior notice"
SAP AG 2002
Notes on &ra5emar:s+ -ome software pro5ucts mar:ete5 by -2P 2' an5 its 5istributors contain proprietary software components of other software )en5ors. icrosoftE8 <4N*O<-E8 N&E8 1FC1LE8 <or5E8 PowerPointE8 an5 -QL -er)erE are registere5 tra5emar:s of icrosoft Corporation. 4, E8 *,2E8 O-?2E8 *,2?(000E8 Parallel -ysple6E8 =-?1-2E8 >-?(000E8 24FE8 -?.70E8 2-?#00E8 O-?.70E8 an5 O-?#00E are registere5 tra5emar:s of 4, Corporation. O>2CL1E is a registere5 tra5emar: of O>2CL1 Corporation. 4NAO> 4FE9OnLine for -2P an5 4NAO> 4FE *ynamic -er)er& are registere5 tra5emar:s of 4nformi6 -oftware 4ncorporate5. /N4FE8 F?OpenE8 O-A?1E8 an5 otifE are registere5 tra5emar:s of the Open 'roup. ;& L8 *;& L8 F L8 an5 F;& L are tra5emar:s or registere5 tra5emar:s of <.CE8 <orl5 <i5e <eb Consortium8 assachusetts 4nstitute of &echnology. D2=2E is a registere5 tra5emar: of -un icrosystems8 4nc. D2=2-C>4P&E is a registere5 tra5emar: of -un icrosystems8 4nc.8 use5 un5er license for technology 5e)elope5 an5 implemente5 by Netscape. -2P8 -2P Logo8 >?28 >4=28 >?.8 2,2P8 -2P 2rchi)eLin:8 -2P ,usiness <or:flow8 <ebAlow8 -2P 1arly<atch8 ,2P48 -2PP;4>18 anagement Coc:pit8 my-2P.com Logo8 an5 my-2P.com are tra5emar:s or registere5 tra5emar:s of -2P 2' in 'ermany an5 se)eral other countries all o)er the
worl5. 2ll other pro5ucts mentione5 are tra5emar:s or registere5 tra5emar:s of their respecti)e companies.
0.3
Quality 'anagement (Q')
Le#el 2 Le#el +
LO71* QM in P#ocu#ement LO170 3 days LO70* 3 days LO720 2 days QM in 'isc#ete and Repetiti*e Manu!actu#ing LO721 3 days LO7*0 3 days 3 days
Quality Management
Quality Inspections
QM "#gani$ation and %on!igu#ation
LO710
3 days
Quality oti!ications
QM in t&e P#ocess Indust#y LO72* 2 days QM in Sales and 'ist#i(ution ) Quality %e#ti!icates
SAP AG 1999
0.4
Course Prere/uisites
,ecommen$e$ S P01 . S P O#er#iew
SAP AG 2003
0.
&arget !roup
Participants
+&e P,M-10 cou#se is aimed at mem(e#s o! t&e p#o.ect team
0uration- 3 days
SAP AG 2003
Notes to the user &he training materials are not teach!yourself "rograms. &hey com"lement the course instructor#s e$"lanations. On the sheets8 there is space for you to write 5own a55itional information.
1
Course O#er#iew Contents Course O#er#iew 0iagram 1usiness Scenario 2nit Ob3ecti#es Course Content Position of Q' 4lements of the Q' Component
SAP AG 2001
!C" -2P 2'
LO710
1.2
Course O#er#iew 0iagram
Course O#er#iew Problem Processing with Quality Notifications 0efinition an$ Structure Catalogs5 Catalog Profiles Problem Processing in Procurement 7nternal Problem Notifications Customer Complaint
1 2 + 6 * 8 7 =
7nternet Ser#ice ,e/uest Q' Or$er
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
S P 1usiness ;or9flow
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
1.3
Course O#er#iew- 1usiness Scenario
Q' System in >our Company

SAP AG 2001
&he integrate5 -2P -ystem comprehensi)ely supports the elements of a $uality management system. 4t lin:s $uality management functions with all business processes an5 all phases in the life cycle of a pro5uct. 2 mo5ern95ay $uality management system is not installe5 as a stan59alone solution8 but is integrate5 in the o)erall business system. &he -2P -ystem enables you to fulfill the in5i)i5ual re$uirements of the 4-O 7000 series of stan5ar5s.
!C" -2P 2'
LO710
1.4
Course O#er#iew- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 4%plain the integration of the Q' system in logistical processes 0escribe the elements of the Q' system 2n$erstan$ that /uality notifications are an element of the Q' system
SAP AG 2003
!C" -2P 2'
LO710
1.
Course Content
Preface
/nit 1 /nit 2 /nit 3 /nit /nit 1 /nit 6 /nit 2 Course O#er#iew Problem Processing with Quality Notifications 0efinition an$ Structure /nit 11 Catalogs an$ Catalog Profiles /nit 12 Problem Processing in Procurement 7nternal Problem Notifications Customer Complaints ppen$i% - @en$or 4#aluation $$itional 7nformation /nit 13 /nit 1/nit 11 Solution 0atabase Support 0es9 7nterfaces S P 1usiness ;or9flow 4#aluations /nit 0 /nit 9 /nit 10 !eneral <unctions 7nternet Ser#ice ,e/uest Q' Or$er
ppen$i% 1- !eneral 7nformation ppen$i% C SAP AG 2003
!C" -2P 2'
LO710
1.%
Position of Q'
Quality 'anagement'aterials 'anagement Pro$uction Planning
7ntegrate$ in the logistical processes of-
Quality 'anagement
Plant 'aintenance an$ Customer Ser#ice Sales an$ 0istribution
SAP AG 2003
o5ern $uality management systems are not stan59alone systems8 but are fully integrate5 in the operational proce5ures of a company. my-2P PL Quality anagement illustrates this by its high 5egree of integration in the logistical processes of Materials Management8 Production Planning an5 Sales8 as well as Plant Maintenance an5 Customer Service. &his is especially true for the $uality notifications area.
!C" -2P 2'
LO710
1.7
4lements of myS P PL' Quality 'anagement
Quality Planning
7nsp" lot
'aster $ata for inspection planning? material specifications 7nspection lots? inspection results an$ $efects recor$ing 2sage $ecisions an$ follow.up actions Sample management SPC an$ control charts 0ynamic mo$ification Q' 7nformation System? #en$or e#aluation Certificate profiles 7nternal5e%ternal problem sol#ing
Quality inspection

np
np
Quality Control

Quality Certificates
Quality notification
&est 4/uipment 'anagement

SAP AG 2003
!C" -2P 2'
LO710
1.&
Course O#er#iew- 2nit Summary
&he Q' component is integrate$ in the
logistical processes procurement? pro$uction an$ sales an$ $istribution"

7n a$$ition to the classic /uality management
functions of /uality planning? /uality inspection an$ /uality control? the Q' component also contains /uality certificate an$ /uality notification functions"
Quality notifications are use$ to help sol#e
internal an$ e%ternal problems"
SAP AG 2001
!C" -2P 2'
LO710
2
Problem Processing with Quality Notifications Contents &opic Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario 2sing Quality Notifications Continuous Process 7mpro#ement Proce$ure for Problem Processing 4%ample- Customer Complaints 2nit Summary
SAP AG 2001
!C" -2P 2'
LO710
2.2
Problem Processing with Quality Notifications2nit Ob3ecti#es
t the conclusion of this unit? you will be able to e%plain &he uses for /uality notifications &he proce$ure for processing a problem <rom the customer complaint? the problems a
/uality notification $escribes? the $ata it accesses an$ the options ma$e a#ailable to you by the lin9 to the ;or9flow
SAP AG 2001
!C" -2P 2'
LO710
2.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
2.4
Problem Processing- 1usiness Scenario
Customer
@en$or
Customer complaints Complaint against a #en$or
Company 7nternal problems
SAP AG 2003
&he proce5ure for processing problems plays an important part in the business processes of a company. 4t is important to process 5ifferent types of problems effecti)ely. Problems that occur can be cause5 by e6ternal or internal e)ents. 16amples of these e)ents are+ Customer complaints Complaint against a )en5or 4nternal company problems !for e6ample8 5efecti)e materials in pro5uction" &he $uality assurance 5epartment in the company is responsible for coor5inating an5 processing these problems.
!C" -2P 2'
LO710
2.
2sing Quality Notifications
Customer complaint 7nternal fee$bac9 Complaint upon goo$s receipt
Customer information
Complaint against a #en$or
Problem notification from pro$uction

SAP AG 2001
Shop floor complaint """
&here are many uses for $uality notifications. *ifferent business processes can be separate5 if you use )arious types of $uality notifications.
!C" -2P 2'
LO710
2.%
Continuous Process 7mpro#ement
&as9s
7mplementation Chec9
0escription of problem
<in$ing a solution
nalysis
0efect Cause
SAP AG 2001
&he $uality notification system+ 1nables a problem to be sol)e5 more efficiently8 especially if more than one person in the company is in)ol)e5 in sol)ing it. -upports continuous impro)ement of $uality by chec:ing the effecti)eness of any solutions that are i5entifie5.
!C" -2P 2'
LO710
2.7
Proce$ure for Problem Processing
7nternal trigger
4%ternal trigger
0iagnosis 0efect analysis ,esearch cause Correcti#e tas9s Correcti#e acti#ities

SAP AG 2003
7mme$iate tas9s 7mme$iate acti#ities
2 $uality notification can be processe5 on two le)els. On the other han5 there are imme5iate tas:s an5 acti)ities that pro)i5e short9term help8 until an e6act 5iagnosis is ma5e. On the one han58 there is the 5efect analysis that in)ol)es the in)estigation of the cause8 an5 the intro5uction of the necessary correcti)e tas:s an5 acti)ities !long9term".
!C" -2P 2'
LO710
2.&
4%ample- Customer Complaint
Customer complains about a pro$uct Notification is create$ Notification is sa#e$
2
+
7$entification 0escription 0efects Causes &as9s cti#ities (Q')
7nforming person responsible using S P 1usiness ;or9flow Quality assurance $epartment
S0 $ata
SAP AG 2001
Catalogs ,5+
2 customer complaint can be recor5e5 in the following ways+ Gou create a notification with reference to an -* 5ocument !sales or5er8 5eli)ery note". 4n this instance8 a55itional information such as material number an5 customer is transferre5 5irectly to the $uality notification. Gou enter a general 5escription of the problem an5 sa)e the notification. &he $uality assurance 5epartment is notifie5 using the -2P ,usiness <or:flow.
!C" -2P 2'
LO710
2.'
Problem Processing with Quality Notifications2nit Summary
Quality notifications are use$ as a tool for
continuous process impro#ement"
/uality notification can be triggere$ internally as well as e%ternally" causes of $efects an$ their correcti#e actions"
Quality notifications offer structures for recor$ing the 4%isting $ata from the S P System can be use$ to
create a /uality notification"

&he lin9 to the ;or9flow optimiAes problem.sol#ing
proce$ures"
SAP AG 2001
!C" -2P 2'
LO710
3
0efinition an$ Structure Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario ,5+ Notification Systems Quality Notifications in the Logistics Supply Chain Structure of a Quality Notification Contents of a Quality Notification 4lements of the Quality Notification System 2nit Summary
SAP AG 2003
!C" -2P 2'
LO710
3.2
0efinition an$ Structure- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to e%plain &he notification systems in ,5+ an$ the areas to which
they belong
&he structure of a /uality notification an$ how it can
be use$
Bow you can configure a /uality notification &he $ata containe$ at $ifferent le#els of the
notification
&he elements that ma9e up the /uality notification
system
SAP AG 2001
!C" -2P 2'
LO710
3.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
3.4
0efinition an$ Structure- 1usiness Scenario
S P Notification System
Create Notification: Customer Complaint
Structure 4lements
SAP AG 2003
&he problem processing proce5ure 5iffers from company to companyH this means that your re$uirements must be han5le5 in a fle6ible way. &he $uality notifications in the >?. -ystem are e6tremely fle6ible. <hen 5efining an5 configuring $uality notifications8 you can+ /se the notification types that are 5eli)ere5 with the stan5ar5 system *efine your own notification types Configure the content an5 structure of the notification to your own re$uirements
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LO710
3.
Notifications in the S P System? O#er#iew
,5+ Components
Q' P' CS PS
Quality Notifications
Problem notifications of a general nature 4/uipment malfunction reports cti#ity reports
'aintenance notifications

Ser#ice notifications
'alfunction reports concerning in$i#i$ual customer ob3ects (for e%ample? in maintenance contracts)
Claim Notifications
!eneral Notifications
SAP AG 2003
Notifications for when there are $e#iations in pro3ects Neutral notifications
-upporting functions an5 other components of the -2P system are integrate5 in the $uality notifications function. &he -2P system 5ifferentiates between the following notification systems+ 'eneral notifications !notification type 0%" Quality notifications !notification type 02" in Q aintenance notifications !notification type 01" in P !now 2sset Life9Cycle anagement 2L " -er)ice notifications !notification type 0." in C Claim notifications !notification type 0#" in P- !pro0ect system" &he following notification types are a)ailable in the -2P system+ (eneral notifications) 'eneral notification !'0"8 change notifications !%#" Quality notifications) Customer9relate5 5efect !A1"8 )en5or9relate5 5efect !A2"8 material9relate5 5efect !A."8 customer complaint !Q1"8 complaint against )en5or !Q2"8 internal problem notification !Q."8 general internal problem notification !I." *aintenance notifications) aintenance re$uest ! 1"8 malfunction report ! 2"8 acti)ity report ! ."8 malfunction report from Q ! Q" +er,ice notifications) -er)ice notification !-1"8 acti)ity report !-2"8 ser)ice re$uest !-."
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3.%
Notifications in the S P System? ssociations
Notification category
02
(Q.notification)
Notification origin
Q1 Customer
Q2 @en$or
Q+ 7nternal
Notification type
Q1
<1
Q2
<2
Q+
<+
SAP AG 2003
&as:s an5 settings !o)er)iew"+ &he notification category i5entifies notifications that are relate5 to a particular application component in the system. &he notification category Q28 for e6ample8 is use5 for $uality notifications in the -tan5ar5 -ystem. &he notification origin 5efines the business conte6t in which a notification is use5. &he following notification origins are supporte5 by -2P for $uality notifications+ Customer complaint !Q1" Complaint against a )en5or !Q2" 4nternal problem notification !Q." &he notification ty"e 5etermines the origin8 the content8 an5 other properties of a notification. Gou can 5efine your own notification types in CustomiBing. -2P pro)i5es sample notification types8 for e6ample Q1 an5 A1.
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3.7
Quality Notifications in the Logistics Supply Chain
Procurement
Complaints against a #en$or
Pro$uction
Problem notifications
Sales
Customer complaints
7nternal problem notification
SAP AG 2001
&he uses for $uality notifications co)er the entire logistics supply chain. Customer complaints from the sales area !notification types of notification origin Q1" anaging an5 processing customer complaints an5 grie)ances Customer complaints from the procurement area !notification types of notification origin Q2" anaging an5 processing complaints against a )en5or 4nternal problem notifications !notification types of notification origin Q." anaging an5 processing problems from pro5uction 'eneral internal problems

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3.&
Structure of a Quality Notification
7mme$iate tas9s
Partners
7tem
cti#ities
cti#ities
SAP AG 2001
&as9s
Causes
Quality notification !hea5er"+ <hat is the notification aboutJ &as:s !for the hea5er"+ <hat must be 5one to ta:e imme-iate reme5ial actionJ Partner+ <hich partners !internal an5 e6ternal" are affecte5J Notification items+ <hich 5efects ha)e been i5entifie5J <here or in which assemblies ha)e these 5efects occurre5J 2cti)ities !for the hea5er"+ <hich short9term acti)ities were implemente5J 2cti)ities !for item"+ <hat was 5one8 to alle)iate the problem permanentlyJ &as:s !for item"+ <hich correcti)e tas:s must be performe58 to pre)ent the 5efect from occurring againJ Causes !for item"+ <hat are the causes of the 5efectsJ
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3.'
Contents of a Quality Notification . !eneral 0ata
1 Section of notification hea$er 2 Notification hea$er $ata
0etail $ata
ction bo%
SAP AG 2001
>eference ob0ect+ aterial?plant?batch 4nspection lot Purchasing 5ocument?material 5ocument Pro5uction or5er?pro5uction )ersion -ales or5er?5eli)ery *e)ice 5ata?reference number Copy mo5el number =en5or material?batch Problem+ Catalog an5 long te6t 4nternal processing+ Priority -tatus *ea5lines
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3.10
Contents of a Quality Notification . Partners
Partner <unctions
4%ternal partners 3 Sol$.to.party 3 Contact Persons 3 @en$or 3 'anufacturer 3 Special a$$ress 2ser.$efine$ partner functions 7nternal partners 3 uthor 3 Coor$inator 3 0epartment responsible
SAP AG 2003
Gou can 5efine your own partner functions in CustomiBing. 2 partner type must be uni$uely assigne5 to each partner function. &he partner type 5efines the master recor5 !5ebtor8 cre5itor8 organiBational unit8 position8 -2P user an5 personnel number" that un5erlies the partner function. Partners are all the people?organiBational units 5irectly or in5irectly affecte5 by a notification.

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3.11
Contents of a Quality Notification . Notification 7tem
notification item consists of the following elements Catalog entry for $efect type ($efect class) Short te%t5long te%t Classification Catalog entry for $efect location ssembly51ill of material item Number of $efects i$entifie$ 0efect #aluation Nonconforming /uantities
7tem
SAP AG 2001
&he information containe5 in the catalog pro)i5es the best basis for the e)aluation of 5efect 5ata. Gou can co5e a notification item accor5ing to 5efect type as well as 5efect location. Gou ha)e )arious options to 5escribe a 5efect in 5etail8 using the lin: to the central -2P Classification -ystem. &he pre5efine5 class type for notification items is class type 01%.
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11
3.12
Contents of a Quality Notification . Cause
cause consists of the following elements Catalog entry Short te%t Long te%t
Cause
SAP AG 2001
Gou can supplement each notification item with a 5etaile5 5escription of the 5efect cause. Gou can recor5 se)eral causes for each 5efect item.
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12
3.13
Contents of a Quality Notification . cti#ity
n acti#ity consists of the following elements Catalog entry Short te%t Long te%t Processing

cti#ity
0ea$lines Quantity factor
SAP AG 2001
Gou can use the acti)ities to 5ocument the steps that ha)e alrea5y been ta:en to sol)e the problem. &he elements abo)e apply to acti)ities in the hea5er8 as well as acti)ities for in5i)i5ual items in a $uality notification.
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1.
3.14
Contents of a Quality Notification . &as9
tas9 consists of the following elements Catalog entry Short te%t Long te%t Processing

&as9
0ea$lines Status Partners
<ollow.up action
SAP AG 2003
Gou can use tas:s to initiate the acti)ities to be performe5. 4t is important to assign a person responsible for processing !partner"8 an5 to create a lin: to the status management of the notification. &he elements abo)e apply to tas:s in the hea5er8 as well as tas:s for in5i)i5ual items in a $uality notification.

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1#
3.1
4lements of the Quality Notification System
;or9flow 4#aluations
0ocument <low Status 'anagement
Controlling Quality notification Q' Or$er
ction 1o%
ction Log
0ocuments
Change 0ocuments
rchi#eLin9
SAP AG 2003
Classification System
+tatus management) Lin: to central status management at notification hea5er le)el an5 tas: le)el !system status is pre5efine5 in the systemH you can freely 5efine user statuses in CustomiBing" .ocument *anagement) Lin:ing of 5ocuments to the $uality notification (eneric ob/ect ser,ices) 1asy lin:ing of 5ocuments8 />Ls etc to the $uality notification 0ction 1o$) 16ecuting follow9up functions with a mouse clic: 0ction Log) >ecor5 of all changes that ha)e been ma5e in the $uality notification 2lassification system) Lin: to >?. Classification -ystem8 to classify 5efect 5ata 0rchi,eLin3) Lin:ing of original 5ocuments !such as complaint letters from customers" to a $uality notificationH you can also archi)e outgoing 5ocuments 4or3flow) &riggering <or:flow using status at notification hea5er an5 tas: le)el Nonconformity costs) >ecor5ing nonconformity costs using Q or5ers 5,aluations62ontrolling) 1)aluations of notification 5ata an5 nonconformity costs
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1%
3.1%
0efinition an$ Structure- 2nit Summary
7n a$$ition to /uality notifications? there are also
maintenance an$ ser#ice notifications"

>ou can use /uality notifications for complaints against a
#en$or? internal problems an$ customer complaints"
/uality notification contains general $ata? to which you can assign one or more $efect items? partners? imme$iate tas9s an$ acti#ities" /uality notification allows you to recor$ a problem in te%t form? an$ to store an$ e#aluate the results of $efect analyses" /uality notification has a status management function? an$ a lin9 to the S P ;or9flow"
>ou can freely $efine an$ structure a /uality notification"
SAP AG 2003
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1(
3.17.ata for 5$ercises

Symbols use$ in the e%ercises an$ solutions 4%ercises Solutions Course Ob3ecti#es 1usiness Scenario &ips C &ric9s ;arning
0ata 2se$ in the 4%ercises 0ata type aterial aterial aterial aterial aterial =en5or !material &92Q1KK an5 &92Q2KK" Plant !material &92Q.KK" Plant !2 297%092" &as: list group Customer Cost center Cost center
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0ata in training system &92Q1KK &92Q2KK &92Q.KK 2 297%092 &9L702KK 1000 1000 1000 LO7109KK 10.. #230 ##00 !$uality management"
LO710 17
2cti)ity type 2cti)ity type 2cti)ity type Or5er type Controlling area ,usiness area Purchasing organiBation 16ception 4nfo structure Coor5inator
1#20 !machine hours" 1#21 !labour costs" 1#22 !setup costs" QN01 1000 1000 1000 LO710LKK -100 LO7109KK
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3.1&.ata for 5$ercises 78.5+9

+ymbols use- in the e$ercises an- solutions 5$ercises +olutions 2ourse Ob/ecti,es 1usiness +cenario :i"s ; :ric3s 4arning
.ata use- in the e$ercises .ata ty"e Notifications with coor5inator LO7109KK .ata in 8.5+ +ystem =en5or+ 1000 Plant+ 1200 Purchasing organiBation+ 1000 Customer complaint aterial+ 2 297%092 Plant+ 1000 Customer+ 10.. Purchase or5ers from C2&& =en5or+ 1000 Plant+ 1200 Purchasing organiBation+ 1000 aterial+ *PC2000 Purchase or5ers from C2&&
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=en5or+ 1000
LO710 17
Plant+ 1200 Purchasing organiBation+ 1000
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20
Pro5uction or5er from C2&& 4nspection plan
aterial+ *PC( Plant+ 1200 4nspection plan for+ aterial+ *PC( Plant+ 1200 &as: list group+ LO710
Purchase or5ers8 goo5s receipts8 an5 in)oices from C2&& Cost center
Plant+ 1200 Purchasing organiBation+ 1000 Cost center+ ##00 Cost center+ #230 2cti)ity type+ 1#20 2cti)ity type+ 1#21 2cti)ity type+ 1#22
4nternet scenario
4nternet user+ 127 Passwor5+ welcome
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21
3.1'.efinition an- +tructure of a Quality Notification5$ercises

<nit) .efinition an- +tructure of a Quality Notification :o"ic) .efect 0nalysis
2t the conclusion of this e6ercise8 you will be able to+ -earch for8 call up an5 process a $uality notification in the system *ocument the 5efect analysis for a $uality notification in the system. Gour company uses $uality notifications to process complaints against )en5ors.
191
Notification processing *efects were foun5 in material &92Q1KK !KK stan5s for your group number". -ince this material was supplie5 by )en5or 10008 you recor5e5 this problem in a $uality notification. -earch for this notification in the system an5 recor5 the 5efects that were i5entifie5 in the 5efect analysis. /se the 5efect co5es that ha)e alrea5y been prepare5 in the system.
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22
3.20.efinition an- +tructure of a Quality Notification+olutions

<nit) .efinition an- +tructure of a Quality Notification :o"ic) .efect 0nalysis
191
Notification processing /se the fiel59relate5 input help !A#"8 on the Extended Selection tab page8 to select the re$uire5 notification. 1nter the following 5ata in the selection screen+ =iel- name aterial+ =en5or+ 5ntry &92Q1KK !KK is your group number" 1000 1000
Logistics Quality Management Quality Notification Change
Purchasing organiBation+
On the Items tab page8 recor5 the 5efects that ha)e been i5entifie5. &o 5o this8 use the fiel59relate5 input help for the 5efect location an5 the 5efect type. -a)e your notification.
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2.
4
Catalogs an$ Catalog Profiles
Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario 2sing Catalogs Catalog Profiles 2nit Summary
SAP AG 2001
!C" -2P 2'
LO710
4.2
Catalogs an$ Catalog Profiles- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to e%plain &he nee$ for catalogs &he structure of a catalog &he importance of catalog types for the
notification type
&he meaning of a catalog profile ;here the catalog profile can be store$ Bow the catalog profile is $etermine$ by the
system
SAP AG 2001
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4.3
1 2 + 6 * 8 7 =
7nternet Ser#ice ,e/uest
: 10 11 12 1+ 16 1*
Q' Or$er
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
4.4
Catalogs an$ Catalog Profiles- 1usiness Scenario
SAP AG 2001
&o process $uality notifications efficiently8 it is often a5)isable to categoriBe the problem areas accor5ing to their contents. &his allows you to process problems $uic:ly an5 easily. Gou can use the catalog an5 catalog profile functions to set the system so that an appropriate selection of 5efect 5escriptions is 5isplaye58 5epen5ent on the contents of the problem.
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4.
2sing Catalogs
Crac9e$
;arpe$
0amage$
0ente$
4#aluation
1001 1002 100+ Crushe$ """"" """
Crushe$
Co$ing SAP AG 2001
;ow 5o you e)aluate 5escriptionsJ *escriptions of 5efects8 causes8 etc. can only be e)aluate5 if you assign co5es to them. &hese enco5e5 5escriptions are manage5 in catalogs. Co5e groups an5 group co5es can be maintaine5 in more than one language 9 an e)aluation of the 5ata is therefore in5epen5ent of language.
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4.%
Catalog &ypes
Catalog types
Co$ing
Catalogs
0efect type
0efect location
Causes
&as9s
cti#ities (Q')
SAP AG 2001
Catalogs are sorte5 into catalog types. Catalog types 0 through 7 an5 2 through O are pre5efine5 by -2P. Catalog types P through I can be freely 5efine5 by the user. Catalog types 1 !characteristic attributes" an5 . !usage 5ecisions" ha)e a fi6e5 assignment to certain Q functions. Gou can freely 5efine the use for all other catalog types.

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4.7
Catalog Bierarchy
Catalog type : 0efect types
Co$e group 1
'onitor
Co$e group 2
PC
Co$e group +
,a$io
Co$e 1 Picture is not centere$ Co$e 2 Picture $istorte$

SAP AG 2003
Co$e 1 System $oes not boot Co$e 2 No access to networ9
Co$e 1 7nterference Co$e 2 'iscellaneous
2atalog ty"e 7one character> al"hanumeric9) -ummary of co5e groups accor5ing to their contents !for e6ample8 5efect type8 5efect cause" 2o-e (rou"s 7ma$imum of & characters> al"hanumeric9) 'rouping of co5es accor5ing to contents !such as8 monitor8 PC8 etc." 2o-es 7ma$imum of 4 characters> al"hanumeric9) *escription of a 5efect8 cause. &he catalog type is maintaine5 in CustomiBing. Co5e groups an5 co5es can also be maintaine5 in CustomiBing !an a5)antage of this is the transport connection".
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LO710
4.&2atalogs) 5$ercises
<nit) 2atalogs an- 2atalog Profiles :o"ic) 2atalogs
2t the conclusion of this e6ercise8 you will be able to+ Create catalogs for processing $uality notifications
Gour company manufactures an5 sells automobile ra5ios. Gou ha)e to create the 5efect an5 cause catalogs in the course of the implementation pro0ect an5 5efine them in the system.
191
Create co5e groups an5 co5es. Create a co5e group >2*4O9KK !KK is your group number" with the correspon5ing co5es in each of the catalog types 7 !*efect catalog" an5 % !Cause catalog". Create at least # 5ifferent co5es in each co5e group.
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4.'2atalogs) +olutions
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10
<nit) 2atalogs an- 2atalog Profiles :o"ic) 2atalogs
191
Create co5e groups an5 co5es.
Logistics Quality Management Quality Notification Catalog Process 1nter the following 5ata an5 choose the Create/Change pushbutton. =iel- name Catalog+ Co5e group+ 5ntry 7 >2*4O9KK
<rite a short te6t for the co5e group !for e6ample8 ra5io" an5 select the status Released in the Status fiel5 by using the input help !A#". -elect the co5e group you ha)e 0ust create5 an5 5ouble9clic: on Codes in the 5ialog structure. Choose the New entries pushbutton an5 create # 5ifferent co5es. -elect a 5efect class for the co5es using the input help. -a)e your 5ata. /se the proce5ure 5escribe5 abo)e to create a co5e group an5 # co5es for the catalog type %.
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11
4.10
Catalog &ypes in the Notification &ype
Notification type
Q1
Catalogs for%at. type p#o(lems %auses +as4s Acti*ities 5QM6 "(.ect pa#ts %oding
9 'e!ect types 1 %auses 2 +as4s 0 Acti*ities 5QM6 7 'e!ect locations 8 Se#*ice code
Catalog Profile
SAP AG 2001
Gou can assign se)eral catalogs types to a notification type in CustomiBing for the notification type. -ubse$uently8 when you process this notification type8 the system ma:es a)ailable the catalog types you ha)e specifie5 4n a55ition to these catalog types8 you can also enter a catalog profile for the notification type.

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12
4.11
Catalog Profile
2 = 1 4 H
Catalogs
<ilter
Catalog Profile
: . ,a$ioF : G !en"F * . ,a$io = . ,a$ioF
(Partial /uantities from catalogs)
SAP AG 2003
&he catalog profile contains a subset of co5e groups an5 co5es from 5ifferent catalog types. Gou can use the catalog profile8 for e6ample8 to plan which catalogs an5 co5e groups are a)ailable to the user8 base5 on the material8 when results are recor5e5 an5 notifications processe5. Note) &he catalog profile can only be 5efine5 at the le)el of the co5e group. Gou shoul5 try to ensure that co5e groups 5o not contain too many co5es. ,y limiting the number of co5es8 you ensure that you can later create suitable catalog profiles for your materials.

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1.
4.12
Creating a Catalog Profile (1)
0ialog Structure Catalogs5co$e grps Catalogs5co$e grps
Catalogs5co$e groups Cat" prof" 000000001 Q'0000001 ,a$io &@0000* Catalog profiles !eneral catalog profile Catalog profile for Q.notifications ,a$ios Catalog profile for tele#ision sets
SAP AG 2001
Gou can 5efine one or more catalog profiles in CustomiBing for Notification Creation !Notification Contents". Gou can also 5efine catalog profiles using the menu !-2P enu 9M Logistics 9M Quality anagement 9M Quality Notifications 9M Catalog 9M Catalog Profile".
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1#
4.13
Creating a Catalog Profile (2)
0ialog Structure Catalogs5co$e groups
Catalogs5co$e groups Catalog Profile Catalog 2 * = : : 000000001 Co$e group ,a$ioF ,a$io ,a$io !en"F ,a$io
Catalogs5co$e groups
SAP AG 2003
Gou can ma:e generic entries using NON. 16ample+ Co5e group FGO in the catalog profile means that all co5e groups that begin with FG can be chosen. &he mas:ing symbol is the NPN symbol. &he mas:ing symbol stan5s for any symbol.
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1%
4.14
4ntry in a Catalog Profile
Catalog Profile
'aterial
Notification type
Q1
,eport type
Catalog Profile 'aterial 'asterQuality 'anagement @iew
Catalog Profile CustomiAing- 1asic 0ata for Quality Notification &ype
Catalog Profile CustomiAing for 0efects ,ecor$ing
SAP AG 2003
Gou can 5efine a catalog profile for a material8 a notification type an5 also for a report type. &he catalog profile specifies which co5e groups can be use5 for a certain material8 notification type8 or report type. &he notification type specifies the assignment of the catalog types to the appropriate ob0ect in the notification !for e6ample8 5efect". <hen processing notifications8 you can manually change the catalog profile !the system usually proposes the catalog profile for the materialH howe)er8 you can also choose the catalog profile for the notification type or an in5i)i5ual catalog profile".

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1(
4.1
0etermining the Catalog Profile Create /uality notification
'aterial
Notification type
Q1
Catalog Profile Catalog Profile
SAP AG 2003
<hen you create an5 process a $uality notification8 the catalog profile is 5etermine5 as follows+ 4f a catalog profile has been 5efine5 in the material8 as well as the notification type8 the system selects the catalog profile in the following se$uence+ 1" Arom the material 2" Arom the notification type 4f there are no catalogs 5efine5 in the notification type8 then no catalog entries !co5es from co5e groups" will be offere5 for selection by the system when processing notifications. &his means that you cannot assign any co5es to the notification. 4f there is no catalog profile 5efine5 in the material or in the notification type8 then all catalog entries !co5es from co5e groups" will be offere5 for selection by the system when processing notifications.
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17
4.1% 2atalog "rofile) 5$ercises
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13
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17
<nit) 2atalogs an- 2atalog Profiles :o"ic) 2atalog Profile

2t the conclusion of this e6ercise8 you will be able to+ 1. 16plain the use of the catalog profile an5 its lin: to the CustomiBing functions for the notification type 2. *efine a catalog profile 4n notification processing8 the catalog profile allows you to restrict the co5e groups of a catalog type.
291
4nterpreting the catalog profile 5efinition in CustomiBing. 29191 LetQs assume that you create a customer complaint !notification type Q1" for material 2 297%092 !Radio Business Sound) in plant 1000. <hich catalog 5o you use an5 where is it store5J Catalog profile+ -tore5+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
29192 <hich co5e groups are a)ailable for recor5ing 5efects8 5efect locations an5 tas:sJ .efect) Catalog type+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL Co5e groups+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL .efect location) Catalog type+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL Co5e groups+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL :as3) Catalog type+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL Co5e groups+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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21
4.172atalog "rofile) +olutions

<nit) 2atalogs an- 2atalog Profiles :o"ic) 2atalog Profile
291
4nterpreting the catalog profile 5efinition in CustomiBing. 29191 Logistics Quality Management Quality Planning Logistics Master ata Material is!lay On the initial screen8 choose the material 2 297%092 an5 confirm your entry. 4n the )iew selection8 select the Quality Management )iew an5 choose Continue. 1nter the plant 1000 as the org. le)el an5 choose Continue . Catalog profile+ >2*4O
29192 Logistics Quality Management Quality Notification Catalog Catalog Profile -elect the catalog profile >2*4O an5 5ouble9clic: on Catalogs / Code grou!s in the 5ialog structure. &he following co5e groups are a)ailable+ .efect ty"e) Catalog type+ .efect location) Catalog type+ :as3) Catalog type+ 2 Co5e groups+ >a5ioO 1 Co5e groups+ >a5io 7 Co5e groups+ >a5ioO
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LO710
22
4.1&
Catalogs an$ Catalog Profiles- 2nit Summary
&o e#aluate $ata? you nee$ co$e$ $escriptions? that
are manage$ in catalogs"

&he character of a catalog is $escribe$ by the
catalog type"
&he co$e$ $escription is store$ in co$e groups an$
co$es"
>ou can use the catalog profile to restrict the co$e
groups in a catalog"
catalog profile is assigne$ to each notification type" Bowe#er? it can be o#erwritten by a catalog profile at the material le#el"
SAP AG 1999
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LO710
2.
Problem Processing in Procurement Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness scenario Process 1- Complaint
bout 7ncorrect 0eli#ery Process 2- Quality 7nspection with 0efects ,ecor$ing 2nit Summary
SAP AG 2003
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LO710
.2
Problem Processing with Quality Notifications2nit Ob3ecti#es
t the conclusion of this unit? you will be able to Create a /uality notification for a complaint against
a #en$or
Process a complaint for a wrong $eli#ery ,ecor$ $efects for a goo$s receipt inspection
SAP AG 2003
!C" -2P 2'
LO710
.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
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LO710
.4
Problem Processing in Procurement- 1usiness Scenario
0eli#eries Complaints
7nspections
SAP AG 2001
&he procurement process in a company inclu5es planne5 an5 unplanne5 e)ents. <hen you recei)e goo5s+ Gou can 5isco)er that the 5eli)ery is incorrect Gou can i5entify an5 recor5 5efects in a planne5 goo5s receipt inspection 4n both cases8 you create a $uality notification to process a complaint8 or to 5ocument the 5efects that ha)e been i5entifie5.

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LO710
.
Process 1- Complaint Concerning a ;rong 0eli#ery
0eli#ery
Compressor =*70B16
Purchase or$er
Compressor :*70B16
Purchasing
0eli#ery
!oo$s accepte$
SAP AG 2001
2t goo5s receipt8 you 5isco)er that the )en5or has 5eli)ere5 the wrong pro5uct. Gou can use a $uality notification to 5ocument this e)ent an5 to sen5 a complaint.
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LO710
.%
&riggering a Quality Notification
'anually creatingComplaint against the #en$or (Q2) Customer complaint (Q1) 7nternal problem notification (Q+)
SAP AG 2003
Gou create a $uality notification manually in the system. 4f a )en5or 5eli)ers the wrong goo5s8 you create a $uality notification !notification type Q2" for the notification origin Q2 !)en5or". &he following $uality notification types are a)ailable in the stan5ar5 system for the notification origin Q2+ Complaint against the )en5or !notification type Q2" =en5or error !notification type A2"

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LO710
.7
Complaint gainst @en$or with ,eference Ob3ect
7nitial screens
Re!e#ence no. 9endo# 9endo# mate#ial 'aterial from purchasing info recor$ utomatic $ata transfer
0ata in the Notification Bea$er

Re!e#ence um(e# Mate#ial 9endo# 9endo# Mate#ial Mate#ial):atc&)Plant 9endo# Pu#c&asing "#g.)Pu#c&asing G#oup; Quantity Mate#ial +emplate um(e# 9endo#; Pu#c&ase "#de#; Goods Receipt; ...
Pu#c&asing doc. Mate#ial doc.
0ata transfer from reference $ocument ,eference ob3ect? customer? #en$or? author accor$ing to structure ,Q'01
Re!e#ence oti!ication
Plant Mate#ial 9endo# Pu#c&asing o#g.

SAP AG 2003
2ser.$efinable
4n CustomiBing for $uality notifications!Quality Management -> Quality Notifications -> Notification Creation -> Notification Type -> efine Screen Templates)8 you can 5efine the initial screen that you want to appear when you create a notification of this notification type. Gou can use the initial screen to supply the $uality notification with pre5efine5 problem9relate5 5ata. 4f necessary8 you can alter the assigne5 5ocuments retroacti)ely8 for e6ample8 purchasing 5ocument an5 material 5ocument.
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LO710
.&
&ransfer Posting of !oo$s
1loc9e$ stoc9
2nrestricte$. use stoc9
Quality notification +*+21
urn , et
ction bo%
&ransfer posting of goo$s from unrestricte$.use stoc9 to bloc9e$ stoc9
SAP AG 2001
Gou can use the action bo6 functions to process the wrong 5eli)ery. Aor e6ample8 you can first perform a stoc: transfer posting. Gou use a function in the action bo6 to post goo5s that are the sub0ect of a complaint from unrestricte59use stoc: to bloc:e5 stoc:. 4f a $uality inspection is re$uire58 you can also ma:e a transfer posting to inspection stoc:.

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LO710
.'
Create a ,eturn 0eli#ery
@en$or
n t ur e ,
i#e $el
ry
to ce nt n e e r um e fe h r l $oc t e i ; ina e nc r g i e ef or ut r l o h a t ;i rigin t o to umen $oc
urn ,et
ction bo%
Create a return $eli#ery
SAP AG 2001
&he ne6t step is to use an action bo6 function to create a return 5eli)ery. Gou can create a return 5eli)ery with or without reference to an original purchasing 5ocument. 4n a55ition8 you can use a function in the action bo6 to transfer 5irectly to the 5eli)ery !for e6ample8 to prepare 5eli)ery papers or process the goo5s issue".
!C" -2P 2'
LO710
.10
Cre$it50ebit 'emo
Cre$it 'emo
,eturn $eli#ery resulting from /uality notification +*+21
7tem 'aterial 0escription @alue 1 :*70B17 Compressor 8+0 J
SAP AG 2003
Gou can 5ebit the )en5or with the cost of the returne5 goo5s. Other follow9up functions that support complaints against the )en5or are+ Ain5ing the )en5or of the material an5 assigning him or her to the notification Ain5ing the purchasing 5ocument for the material an5 assigning it to the notification &ransfer posting of material from bloc:e5 stoc: to unrestricte59use stoc: &ransfer posting of material from bloc:e5 stoc: to inspection stoc: Creating a transfer or5er !if the <arehouse anagement component is acti)e" Creating a return 5eli)ery &ransferring to the usage 5ecision &ransferring to the function for changing the 5eli)ery
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10
.11
Process 2- Quality 7nspection with 0efects ,ecor$ing
!oo$s receipt Quality inspection 2sage $ecision
Process #ariants for inspection lot processing

SAP AG 2003
7nspection with or without tas9 list ,esults recor$ing by characteristic 0efects recor$ing
4n this scenario8 a $uality inspection is triggere5 for a goo5s receipt. &here are )arious types of $uality inspection+ 4nspection without an inspection plan8 manual 5efects recor5ing an5 usage 5ecision 4nspection with an inspection plan8 manual 5efects recor5ing an5 usage 5ecision 4nspection with an inspection plan8 results recor5ing by characteristic8 manual 5efects recor5ing an5 usage 5ecision 4nspection with an inspection plan8 results recor5ing by characteristic8 automatic an5 manual 5efects recor5ing an5 usage 5ecision 4f 5efects are foun5 5uring the goo5s receipt inspection8 they can be manage5 using $uality notifications in the 5efects recor5ing function.

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11
.12
&riggering a Quality Notification (0efects ,ecor$ing)
'anually or automatically recor$e$ $efectsCustomer complaint (<1) Complaint against a #en$or (<2) 7nternal problem notification (<+)
SAP AG 2003
Gou can recor5 5efects manually8 or the system can recor5 5efects automatically. <hen you recor5 a 5efect8 the system automatically creates a $uality notification with the notification type that has been assigne5 to the inspection type in CustomiBing+ Customer complaint !notification type A1"H for e6ample8 in a $uality inspection Complaint against the )en5or !notification type A2"H for e6ample in a goo5s receipt inspection 4nternal problem notification !notification type A."H for e6ample8 in a goo5s receipt inspection from pro5uction &he inspection types an5 their process parameters can be assigne5 to the material in the material master using the inspection setup in the Q )iew.

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12
.13
Planning 0efects ,ecor$ing
Confirmation profile
1 2
Catalog Profile @alue set . Catalog type . Co$e groups (generic)
,eport type
;or9 center
SAP AG 2003
&he following play an important part in recor5ing 5efects+ >eport type Catalog Profile Confirmation profile &he report type can be assigne5 to a wor: center. 4n this way8 the form an5 the )alue set !co5e groups" can be 5esigne5 base5 on the wor: center. &he report type is freely 5efinable !for e6ample8 )isual inspection8 function chec:8 assembly8 laboratory8 summariBe5 5efect report8 in5i)i5ual 5efect report8 ...". 4f there is no wor: center a)ailable because the inspection is to ta:e place without an inspection plan8 you can specify the catalog profile on the initial screen of results recor5ing. &he report type can be propose5 using the user parameter QA1. 4n the confirmation profile8 you 5efine the type of information that you can recor5 for a 5efect !such as8 5efect type8 5efect cause8 5efect location8 tas: an5 5efect )aluation". Gou can also 5efine whether an entry for a confirmation ob0ect is obligatory8 optional or not re$uire5. &he confirmation profile an5 the report type are 5efine5 in CustomiBing !Quality Management -> Quality Notification -> efects Recording"
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1.
.14
0etermining a Catalog Profile for 0efects ,ecor$ing ,ecor$ $efects
Notification type
,eport type
Q1
Catalog profile
'aterial
Catalog profile Catalog profile
,eport type
Catalog profile from,eport type Notification type 'aterial
Status 0efects recor$ing
SAP AG 2001
2 catalog profile is 5efine5 in the report type. Gou use in5icators in the report type to control how the system accesses the catalog profile. 4f you always want to use the catalog profile from the report type8 5o not set the in5icators for the notification type or the material. 4f you want to use the catalog profile for the material8 you must set the material in5icator. 4f the material 5oes not ha)e a catalog profile assigne5 to it8 the system ta:es the profile from the report type. 4f the in5icator for the notification type is set8 the system uses the catalog profile that has been assigne5 to this notification type. 4f both in5icators are set !notification type an5 material"8 the catalog profile is 5etermine5 in e6actly the same way as for a manual creation of a $uality notification8 !that is8 the catalog profile assigne5 to the material8 ta:es prece5ence o)er the profile that has been assigne5 to the notification type".
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LO710
1#
.1
0efects ,ecor$ing5 cti#ating the Quality Notification 1 2
0efects are recor$e$ in system
Status0efects recor$ing Notification outstan$ing
ate cti#
0efect is i$entifie$ $uring the /uality inspection
Quality notification is acti#ate$

Status- Notification outstan$ing
SAP AG 2003
<hen you recor5 a 5efect8 the system creates a $uality notification with the status N*efects recor5ingN an5 NOutstan5ing notificationN. Gou can acti)ate a $uality notification manually with this status8 or the system can acti)ate the notification automatically. 4f a $uality notification is acti)ate58 the status of this notification changes to NOutstan5ing notificationN. Gou can switch to a notification processing screen 5irectly from the results recor5ing function using a pushbutton. &his allows you to access the notification processing functions when you recor5 5efects an5 also to 5efine tas:s at this stage. <hen you transfer to the notification processing screen8 the notification is acti)ate5 automatically8 if tas:s or e6ecutable 5ata ha)e been entere5 !for e6ample8 priority or person responsible for processing". <hen you recor5 5efects8 you can also enter long te6ts for these 5efects on the o)er)iew screen ne6t to the 5efect co5es.
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1%
.1%
0isplaying ,elate$ Quality Notifications
Q1
'aterial Customer 'aterial5cust"
Notification origin Q+
'aterial
'aterial
Outstan$ing Complete$ 2 * 7
@en$or
Outstan$ing 6 10 16
Related noti!ications
Complete$
Q2
'aterial @en$or 'aterial5#en$or 'aterial5@en$or
Outstan$ing Complete$ 1 2 +
SAP AG 2001
4mme5iately after creating a $uality notification8 you can 5isplay other relate5 notifications !5epen5ent on the settings in CustomiBing". Gou can 5isplay relate5 notifications in inspection processing !results recor5ing8 5efects recor5ing an5 usage 5ecision"8 as well as in notification processing. &he function allows you to transfer 5irectly to a notification list or to a specific notification. &his pro)i5es you with useful a55itional information from a relate5 notification8 when processing the current notification. &he following is use5 to 5etermine the relate5 notifications+ Original 5ata -tatistical 5atabase !Q 4-" Gou can 5isplay the following references !5epen5ant on the notification origin"+ Notifications for the material Notifications for the )en5or Notifications for the customer Notifications for the combination of material an5 )en5or Notifications for the combination of material an5 customer
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1(
.17
0isplaying 1uyerKs Negotiation Sheet
02"0:"2002 1+-*0-*= 1uyerKs Negotiation Sheet Page 1 @en$or 1000 9endo# data 'eli*e#y #elia(ility Mo#e t&an 10 days too ea#ly Mo#e t&an 1 days too ea#ly /p to 1 days too late /p to 10 days too late Mo#e t&an 1 days too late +otal num(e# o! deli*e#ies C41 1erlin
Notification type Q2 5 <2
0 0 3 0 0 2
02"0:"2002 1+-*0-*= 1uyerKs Negotiation Sheet Page 2 @en$or 1000 Mate#ial 'ata Mate#ial< %omp#esso# 9120=1C41 1erlin
SAP AG 2003
Gou can call the buyer@s negotiation sheet 5irectly8 when e5iting or 5isplaying complaints against a )en5or. &he buyer@s negotiation sheet contains information+ Arom the )en5or e)aluation 2bout the sales of the )en5or 2bout e6isting purchase or5ers for the )en5or
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17
.1&
Printing a Quality Notification
Logo Optical rchi#e
Print
<or e%ample? complaint letters to a #en$or
rchi#ing
rchi#ing incoming an$ outgoing $ocuments
SAP AG 2003
4n CustomiBing8 you can 5efine the papers to be printe5 for a notification type. 4n the print 5ialog bo68 you can pre5efine )arious spool attributes !language for printout8 print imme5iately8 etc". &he archi)e mo5e controls whether notifications are printe5 only8 archi)e5 only8 or both. Gou can set the print control for each notification type8 each user an5 each plant. Gou can also use the action bo6 to sen5 the following a55itional notices by mail to the notification partners+ Confirmation of receipt 4nterim notice Ainal notice

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LO710
13
.1'
,e/uesting an =0.,eport
=0.,eport
@en$or
0e
s ct fe
E
ction bo%
Create an$ sen$ an =0.report
SAP AG 2003
4f8 for e6ample8 a )en5or from the automoti)e in5ustry supplies you with 5efecti)e goo5s8 you can generate an 3*9report when processing a $uality notification. Gou can generate an 3*9report using a follow9up function in the action bo6 an5 sen5 it to the )en5or.
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17
.20
@en$or 4#aluation
Ser#ice
Price
0eli#ery
Quality
'iscellaneous
!, inspection
Complaint u$it
SAP AG 2003
4n materials management8 you can use the )en5or e)aluation in the -2P -ystem to choose suitable )en5ors. &he )en5or e)aluation pro)i5es you with a summariBe5 statistic that )aluates the )en5or accor5ing to main an5 subcriteria. &hese criteria inclu5e+ Price !price le)el an5 price history" Quality !goo5s receipt inspections8 complaints an5 system au5its" *eli)ery !on9time 5eli)ery performance8 $uantity reliability8 shipping instructions" -er)ice
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20
.21
@en$or 4#aluation- Criteria
'ain Criteria ;eighting Subcriteria ;eighting Price le#el 1 2 Price beha#ior Other 1 !, inspection Complaint 2 u$it + Other 1 On.time $eli#ery 2 Qty" reliability + Stan$" ship" instrs Other 1 &echni/ue Other
Price 2* L
Quality 2* L
@en$or e#aluation
0eli#ery 2* L
Ser#ice 2* L
SAP AG 2003
&he total score represents the e)aluation of a )en5or. &his score is the sum of the scores that the )en5or recei)es for all the main criteria. &he scores for the main an5 subcriteria illustrate the performance of a )en5or in more 5etail than the total score. &he scores that the )en5or recei)es for the in5i)i5ual criteria can be of )arying importance for you. &his is e6presse5 by the weighting share.
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21
.22
,ele#ant 4lements for @en$or 4#aluation
Cause$ internally Cause$ e%ternally
Completing a notification
Notification origin- Q2 Complaint against a #en$or
@en$or e#aluation 'ain criterion MQualityM

SAP AG 2001
Only complete5 notifications with origin NQ2N an5 status Ncause5 e6ternallyN are use5 to calculate the $uality score.
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.23
Problem Processing in Procurement- 2nit Summary
>ou can use /uality notifications to process
complaints against a #en$or" ;hen you create a /uality notification? there are #arious search an$ $etermination functions a#ailable for the reference ob3ect" >ou can create a complaint against a #en$or with reference to a purchasing $ocument? material $ocument or a freely $efine$ ob3ect" >ou can use the /uality notification functions to process complaints" &he $efects i$entifie$ $uring $efects recor$ing are manage$ in /uality notifications"
SAP AG 2003
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2.
.24
Problem Processing in Procurement- 2nit Summary (2)
>ou can use the /uality notification functions
to process complaints"
>ou can store all rele#ant partners (internal
an$ e%ternal) in the /uality notification"

>ou can use a catalog as well as long te%t to
$escribe a problem"
>ou can $iagnose a problem with the help of
catalog entries an$ classification"
SAP AG 2001
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2#
.2
!eneral <unctions- 2nit Summary (1)
>ou can use CustomiAing to $efine your own
notification types an$ to structure the screens as you re/uire" information from relate$ notifications"
;hen you process a /uality notification? you can copy >ou can use the action bo% to call up many functions" 7n a$$ition to printing $ocuments? you can also archi#e
them"
>ou can store all rele#ant partners (internal an$
e%ternal) in the /uality notification"
>ou use tas9 $etermination to 7nitiate pre$efine$ tas9s? base$ on the priority of
the /uality notification"
Supply $ates from the response profile for
$ea$lines? by which tas9s must be complete$ "
SAP AG 2003
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2%
.2%Problem Processing in Procurement 5$ercises
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2(
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27
<nit) Problem Processing in Procurement :o"ic) Notification 2reation

2t the conclusion of this e6ercise8 you will be able to+ Create a complaint against a )en5or in the system.
Gou use $uality notifications to process complaints concerning incorrect 5eli)eries from your )en5ors.
191
Create a complaint against a )en5or. 19191 Gou or5ere5 %08 21R monitors !material+ &92Q2KK" from your )en5or 1000 !C!"!B Berlin)! <hen the monitors are 5eli)ere58 you 5isco)er that they are 17R monitors. Gou want to complain about the 5eli)ery. Create a $uality notification for this problem with one 5efect item. <hich notification type 5o you useJ LLLLLLLLLLLLLLLLLLLL 19192 Create the notification with reference to the material 5ocument !goo5s receipt number". -elect the correspon5ing material 5ocument using the material &92Q2KK an5 the )en5or 1000 an5 copy the item from the 5ocument. <hat is the resultJ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1919. &he contact person at your )en5orQs a55ress is rs. 1rica -mith. 1nter her a55ress as the special a55ress for the notification.
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23
1919# 1nter your group as coor5inator an5 then sa)e the $uality notification. a:e a note of the notification number+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1919% Process the notification that you ha)e 0ust create5. &he goo5s are to be returne5 to the )en5or. Post the entire complaint $uantity to bloc:e5 stoc: an5 then create a return 5eli)ery. a:e a note of the 5ocument number for the transfer posting to bloc:e5 stoc:+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL a:e a note of the return 5eli)ery number+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1919( 4nitiate an imme5iate tas:8 to acti)ate a goo5s receipt inspection for the materials from this )en5or. 1nter your group as the processor responsible.
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27
.27Problem Processing in Procurement+olutions
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LO710
.0
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LO710
.1
<nit) Problem Processing in Procurement :o"ic) Notification 2reation
191 Create a complaint against a )en5or. Logistics Quality Management Quality Notification Create /se the fiel59relate5 input help !A#" to choose the notification type Q" !complaint against )en5or" an5 confirm your entry. 19192 4n the 5ialog that appears8 use the fiel59relate5 input help for the material 5ocument to select the re$uire5 material 5ocument by specifying the material &9 2Q2KK !KK is your group number" an5 the )en5or 1000. Choose 16ecute to start the selection. Copy the re$uire5 material 5ocument by 5ouble clic:ing on the 5ocument number. Copy the item for the material 5ocument using the fiel59 relate5 input help an5 confirm your entries. &he material> "lant> "urchasing organi?ation> "urchasing grou"> ,en-or an5 @uantity are co"ie- from the "urchase or-er item. 1919. Choose the Contact Person tab page8 then the Notification #ddress tab page8 an5 then choose the Notification #ddress pushbutton. 1nter rs. 1rica -mith as the contact person an5 confirm your entries.
1.1.-
1nter your group number in the Coordinator fiel5 an5 then sa)e the $uality notification. Notification number+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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.2
1.1.1
Choose Notification Change an5 confirm the notification number propose5 by the system or enter the notification number you ma5e a note of earlier an5 confirm your entry. 4n the action bo68 choose the follow9up function $ransfer Post% &nrestricted '( )loc*ed8 confirm the 5ata that the system proposes for the transfer posting8 an5 sa)e your notification. 2ccess your notification again8 choose the ocument flow pushbutton an5 ma:e a note of the 5ocument number for the transfer posting. *ocument number of the transfer posting+ LLLLLLLLLLLLLLLLLLLLLLLL 2ccess your notification again an5 use the action bo6 to select the follow9 up function Create return deli+ery. -pecify a reason for the return 5eli)ery. Confirm the 5ata propose5 by the system for the return 5eli)ery an5 sa)e your notification. 2ccess your notification again8 choose the ocument flow pushbutton an5 ma:e a note of the 5ocument number for the return 5eli)ery. *ocument number of the return 5eli)ery+ LLLLLLLLLLLLLLLLLLLLLLLLL
1919( Choose the $as*s tab page an5 use the fiel59relate5 input help for the co5e group to choose the co5e group M,NI$,R- Immediate tas* an5 the co5e " #cti+ate goods recei!t ins!ection. Confirm your entries an5 sa)e the notification.
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LO710
..
%
7nternal Problem Notifications Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario Problems 0uring the Pro$uction Process Classification System Quality 7nspection an$ 0efects ,ecor$ing in
Pro$uction 2nit Summary
SAP AG 2003
!C" -2P 2'
LO710
%.2
7nternal Problem Notification- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to Create /uality notifications in the system for general
internal problems
,ecogniAe an$ acti#ate /uality notifications that
were create$ using the $efects recor$ing function

2se the Classification System to search for $efects
relate$ to notifications
SAP AG 2003
!C" -2P 2'
LO710
%.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
%.4
7nternal Problem Notifications- 1usiness Scenario
Process Capability
SAP AG 2001
&he pre)ention of 5efects is an important factor in the pro5uction processes of your company. ,y using $uality notifications8 you can 5ocument an5 analyBe )en5or9relate5 or pro5uction9relate5 5efects an5 can create tas:s to pre)ent nonconformities from occurring in the future. &his enables a continuous an5 lasting $uality impro)ement in your pro5ucts.
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%.
Problems 0uring the Pro$uction Process
'anual creation of a /uality notification
Problem
Problems i$entifie$ in pro$uction
SAP AG 2003
4f problems occur 5uring any stage of the pro5uction process8 you can create a $uality notification manually. &he notification origin Q. is use5 to process internal problem notifications. Gou can use 5ifferent notification types to create an5 process internal problems for the notification origin Q.. 16amples are+ Notification type Q.+ 4nternal problem notification in pro5uction Notification type A.+ *efect notification for a material Notification type I.+ 'eneral internal problem notifications !notifications for the 0anitor8 notifications reporting har5ware problems"
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%.%
Creating an 7nternal Problem Notification with ,eference Ob3ect
7nitial screens
utomatic $ata transfer
0ata in the notification hea$er
P#oduction o#de# P#oduction *e#sion Mate#ial !o# p#oduction *e#sion Plant
'aterial from reference $ocuments
Mate#ial :atc& Plant Quantity
Re!e#ence oti!ication
,eference ob3ect? customer? #en$or? author accor$ing to structure ,Q'01
Mate#ial Re!e#ence num(e# P#oduction o#de#; aut&o#; ...
SAP AG 2001
4n CustomiBing for $uality notifications8 you can 5efine the initial screen that you want to appear when you create a notification of this notification type. Gou can use the initial screen to supply the $uality notification with pre5efine5 problem9relate5 5ata.
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Classification- 0efinition of &erms Class type 001 ('aterial classes)
Class
270 (Oils)
Class type Class
Oil 001
Oil 002
Oil 00+
Ob3ect
@iscosity 120 cP
@iscosity 1+0 cP
@iscosity 160 cP
Characteristic Characteristic #alue
SAP AG 2003
Gou can use the Classification -ystem to classify a 5efect item that has been entere5 in a $uality notification !that is using co5ing to 5escribe the item in 5etail". <hen you classify a 5efect item+ Gou switch from the $uality notification to the Classification -ystem Gou )aluate the characteristic 5irectly on the item 5etail screen 2lass) 2 class 5escribes a group of ob0ects that ha)e properties in common or are similar. Ob/ect) 2n ob0ect is a unit that can be classifie5 !for e6ample8 material8 )en5or8 notification item8 etc." 2haracteristic) 2 characteristic 5escribes the properties of an ob0ect !such as length8 weight8 basic material". 2haracteristic ,alue) 2ttribute of a characteristic !such as 10 cm8 1% :g8 up to 2 tons8 copper".
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LO710
%.&
Searching in the Classification System
7 want to see all $efects that ha#e occurre$ in PCs with a 1!1 har$ $ri#e"
List of classes 'onitor Printer PC
Q
Notification $isplay
176 0efecti#e har$ $ri#e
,ele#ant $efect items 176 1=: 0001 0002 1 !1 1 !1
Processing characs 'emory 1 !1 har$ $ri#e Operating system
SAP AG 2001
Gou can use the Classification -ystem to search for specific 5efects !or 5efect items". Gou can transfer 5irectly to the 5isplay of the notification from the search results screen. Gou can process the results of the search further8 using -2P reports or your own reports.
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%.'
Creating a Notification at Or$er Confirmation
Quantities Labor 'achine time Setup time
Call.up of transaction Confirmation of pro$uction or$er
Create /uality notification Change e%isting /uality notifications

SAP AG 2001
4f you want to create a $uality notification for a pro5uction or5er8 you can 5o this from the confirmation of the pro5uction or5er transaction. 4f notifications alrea5y e6ist for this pro5uction or5er !for e6ample8 notifications relate5 to 5efects recor5ing"8 then you can ma:e changes to these notifications. <hen you create a new $uality notification8 you can freely 5efine the notification type.
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%.10
,e/uest to 0e#iate from Specification
Specification Specification agreement agreement
Specification
@en$or @en$or
Notification
Pro$uction Pro$uction not not inclu$e$ inclu$e$ in the specification in the specification
Customer Customer
Sen$ Sen$ re/uest re/uest for for permission permission to to $e#iate $e#iate from from the the specification specification
4.mail
,e/uest ,e/uest to to $e#iate $e#iate from specification from specification

,e/uest for permission to $e#iate from specification
Notification Notification up$ate up$ate an$ an$ subse/uent subse/uent $ecision $ecision
SAP AG 2003
Gou can access an e9mail using the action bo6 of the notification !internal problem notification" that 5escribes the process of re$uesting permission to 5e)iate from a specification in more 5etail. &he partner specifie5 on the notification is as:e5 to process the re$uest in the <or:flow inbo6 an5 the inbo6 can be opene5 using a lin:. &he partner can then appro)e or re0ect the re$uest for permission to 5e)iate from the specification an5 recor5 a comment. &he comment an5 the 5ecision are a55e5 to the original notification as long te6t. ,oth the partner an5 the notification processor recei)e a confirmation e9mail.
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10
%.11
Creation of Complaints 4%isting Notification gainst the @en$or from an
0efects Quality notification
<ollow.up function from the action bo%
7nternal problem notification (Q+)
Complaint against the #en$or (Q2)

SAP AG 2001
4f8 5uring notification processing8 you 5isco)er that a 5efect can be trace5 bac: to the )en5or8 you can create a complaint against the )en5or !notification origin Q2" using the action bo6 in the internal problem notification !notification origin Q.".
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11
%.12
Quality 7nspection 0uring Pro$uction
7nspection instruction
0iameter &arget 'in" 'a%" 12"0 mm 11"::* mm 12"00* mm
SAP AG 2001
4f 5efects are i5entifie5 in an inspection 5uring pro5uction !an inspection lot e6ists for the or5er"8 a $uality notification can be create5 using the 5efects recor5ing function.
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12
%.13
0efects ,ecor$ing in Pro$uction
utomatic 0efects ,ecor$ing
7nsp" charac"
'e!ects #eco#ding
Catalog
'e!ect code 123
,esults recor$ing for inspection characteristic
0efects recor$ing Co$e 12+
Indicato# is acti*e in inspection c&a#acte#istic
'e!ect code is assigned to t&e c&a#acte#istic
'anual 0efects ,ecor$ing

0efects recor$ing for,esults recor$ing for7nsp" lot &ransaction Characteristic
SAP AG 2001
or
Call.up using menu
7nsp" lot &ransaction Characteristic
4f the control in5icator for the inspection characteristic is set for 5efects recor5ing8 an5 no 5efect co5e is assigne5 to this characteristic8 a 5ialog bo6 appears when the characteristic is re0ecte58 in which you can enter the 5efect co5e. 4f the inspection is carrie5 out in a subsystem8 5efect recor5s can only be generate5 automatically. Note+ 5efect co5es must be assigne5 to the characteristicS
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%.14
Quality Notification Status- M0efects ,ecor$ingM
Quality inspection
0efects ,ecor$ing
Manual or automatic
!eneration of $efect recor$

Quality notification with status Defects Recording
2sage $ecision
Ends the inspection and:
SAP AG 2003
Quality notification is complete$ (with status M0efects recor$ingM) or cti#ate$ /uality notification a#ailable for further processing
Quality notifications that are create5 in the 5efects recor5ing transaction can be i5entifie5 by their status N*efects recor5ingN. 2ll $uality notifications for an inspection lot that ha)e the status N*efects recor5ingN are complete5 when the usage 5ecision is ma5e. 4t is possible to monitor 5efects after the usage 5ecision has been ma5e. 4n or5er to 5o this8 you must acti)ate the $uality notification before ma:ing the usage 5ecision.
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%.1
cti#ating a Quality Notification
<unction M cti#ate Quality NotificationM or Change $ata using notification transaction or 0efect in a $efect class with the in$icator M cti#ate /uality notificationM
Quality notification Status OSNO 04<,
M cti#e /uality notificationM
SAP AG 2003
Gou can acti)ate a $uality notification with the status N*efects recor5ingN. &his function is a)ailable in the 5efects recor5ing8 results recor5ing an5 usage 5ecision transactions. 4f a 5efect recor5 is generate5 with a 5efect class8 for which the @2cti)ate $uality notification@ in5icator is set in CustomiBing8 the $uality notification is automatically acti)ate5. 2 $uality notification with the status N*efects recor5ingN is acti)ate5 if one of the following occurre5+ 2 priority was entere5 2 notification te6t was entere5 2 co5e was entere5 for the sub0ect 2 partner responsible for processing was assigne5 One or more tas:s were 5efine5
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1%
%.1%
Status 'anagement for Quality Notifications
!eneral status management System status 2ser status Selection of allowe$ operations System status of /uality notifications Outstan$ing 7n process Or$er assigne$ Postpone$ Complete$ 0efects recor$ing
SAP AG 2001
2 system status is pre5efine5 in the system an5 cannot be change5. Gou can freely 5efine a user status in CustomiBing. -tatuses influence the allowe5 business transactions.
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%.17
!eneral Status 'anagement (1)
D
2ser Status 1 2ser Status 2 2ser Status + 2ser Status 6 2ser Status MnM
System Status 1
System Status 2
System Status +
System Status 6
System Status """
SAP AG 2003
'eneral status management is use5 for )arious ob0ects within the -2P system !such as inspection lots8 pro5uction or5ers8 CO or5ers etc.". &he system statuses are manage5 for $uality notifications in general8 as well as for all tas:s. 2cti)ities in a $uality notification are not sub0ect to status management. -e)eral statuses can be acti)e at any one time. 2 status can ha)e the following effect on a business transaction+ 2llow 2llow with warning Prohibit <hen you perform a transaction8 you can set or 5elete a status. 2 transaction is allowe5+ 4f it is allowe5 by at least one status 4f it is not prohibite5 by a status 2 status profile can be use5 for 5ifferent ob0ect types at the same time !such as8 $uality notifications8 maintenance notifications8 tas:s etc.".
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%.1&
!eneral Status 'anagement (2)
Current ob3ect status cti#e status
System status OSNO
Put a notification in process llowe$ operations Complete notification
Perform operation
Set in process
New ob3ect status
System status NOP,
llowe$ operations """"

SAP AG 2003
Complete notification
2 system status informs the user that a certain function was carrie5 out on an ob0ect. &he allowe5 transactions usually change each time a status changes.
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%.1'
S P 1usiness ;or9flow . 7nternal Problems
1usiness ;or9place Process notification 112 Notification- 112 Status- Outstan$ing Coor$inator- 'r" !reen 'r" !reen
S P 1usiness ;or9flow 'r" 1ra%ton
SAP AG 2001
Gou can lin: <or:flow e)ents to the setting or 5eleting of system an5 user statuses. 4n a <or:flow scenario+ Gou can 5efine tas:s that ha)e to be performe5 when an e)ent ta:es place Gou assign the person responsible for processing to the tas: &he persons responsible for processing are informe5 by mail !or wor: item" that a tas: is to be performe5
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%.20
Quality Notification an$ S P 1usiness ;or9flow
7nformation to 7& partner function (intereste$ party)
Q" notification *21+ Q" notification *21+ Partner- 7& 2000 S P 1usiness ;or9flow
Q.notification *21+ recei#e$
0ea$line monitoring
Notification5&as9
Planne$ en$
11 10
;or9 item
1 2
12
:
0 2 8 1 -
0ate- 11"10"02 &ime- :-+0am
utomatic transfer when the wor9 item is create$
Latest possible 1011 : en$ $ate

0
12
+
-
2 8 1
0ate- 11"10"02 &ime- :-+0am
SAP AG 2003
&he <or:flow scenario N4nform intereste5 partyN allows you to sen5 a mail to a pre5efine5 person8 who wants to be informe5 when a notification is create5. 4f information about the planne5 en5 of the notification processing8 or of the tas: e6ists in the notification hea5er or in the tas:8 this information is transferre5 to the -2P ,usiness <or:flow when a wor: item is create5. &his information can then be use5 for 5ea5line monitoring an58 if necessary8 for escalation purposes.
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%.21
7nternal Problem Notification- 2nit Summary
>ou can use /uality notifications to manage internal
problems"
&hese can be problems that occur $uring the
pro$uction process or that are foun$ $uring a pro$uction inspection"
/uality notification can also be a means of managing general internal problems" for $efects that ha#e been recor$e$ in /uality notifications"
&he S P Classification System can help you to search
7n a /uality inspection $uring pro$uction? you can
recor$ $efects that can be further processe$ as /uality notifications"

SAP AG 2003
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21
%.22
7nternal Problem Notifications- 2nit Summary (2)
7n a /uality inspection $uring pro$uction? you can recor$ $efects that can be further processe$ as /uality notifications" &he general status management at the notification an$ tas9 le#els allows you to influence the allowe$ business transactions an$ to $efine your own user statuses" >ou can use the S P 1usiness ;or9flow to optimiAe the wor9 processes in your company"
SAP AG 2001
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22
%.238nternal Problem Notifications 5$ercises
!C" -2P 2'
LO710
2.
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2#
<nit) 8nternal Problem Notifications :o"ic) Notification 2reation

2t the conclusion of this e6ercise8 you will be able to+ *ocument internal problem notifications with $uality notifications 4f problems occur with a pro5uction or5er8 you can recor5 them in a $uality notification an5 forwar5 them to be resol)e5.
191
Create internal problem notifications 19191 <hen the PC &92Q.KK in plant 1200 !des#top PC model $) is being manufacture58 you i5entify that the har5 5ri)es !component *PC7002 !% &B SCS' (ard drive) are 5efecti)e. Create a $uality notification with reference to the pro5uction or5er for the material an5 5escribe the sub0ect an5 the problems that ha)e been i5entifie5. Notification type+ LLLLLLLLLLLLLLLLLLLLLLL
19192 1nter your group as the coor5inator for the notification. 1919. a:e a 5efect analysis. <hen 5escribing the 5efect location8 refer to the correspon5ing ,O component. *etermine the cause of the 5efect an5 create a correspon5ing correcti)e tas:. 1nter your group as the processor responsible for this correcti)e tas:. a:e a note of the notification number+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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1919# )ptional Perform an or5er confirmation for the pro5uction or5er !or5er from e6ercise 1919 1". Menu !ath. Logistics Production Production Control Confirmation Enter /or ,!eration $ime $ic*et Create a $uality notification for the or5er confirmation. a:e a note of the notification number+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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%.248nternal Problem Notifications +olutions
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<nit) 8nternal Problem Notifications :o"ic) Notification 2reation
191
Create internal problem notification for a pro5uction or5er. 19191 Logistics Quality Management Quality Notification Create /se the fiel59relate5 input help !A#" to select the notification category Q0 !internal problem notification". /se the input help for the pro5uction or5er on the Production orders using Infosystem tab page1 to select the re$uire5 pro5uction or5er using the plant 1200 an5 the material &92Q.KK an5 choose Execute% *ouble9clic: to transfer the specifications8 then sa)e your entries. 4n the tab page Su23ect enter a 5escription of the problem. 19192 Choose the tab page Partner an5 enter your group name in the fiel5 Coordinator% 1919. Choose the tab page Items% /se the fiel59relate5 input help for the fiel5 Error Category an5 for the fiel5 Error Location8 to characteriBe the category of the error an5 the error location. -elect the item entere5 an5 choose the pushbutton etail 4iew% Choose the pushbutton Structure List an5 select the assembly *PC7002 for the error location 5escription. Choose the pushbutton Select to lea)e the 5ialog bo6. &hen choose the pushbutton Co!y to lea)e the 5ialog bo6. -elect the item again an5 choose the Causes tab page. Choose the tab page $as*s% /se the fiel59relate5 input help for the tas: to enter a suitable correcti)e tas:. 1nter your group name as responsible processor an5 sa)e the notification.
1919# Logistics Production Production Control Confirmation Enter /or ,!eration $ime $ic*et /se the input help for the pro5uction or5er on the Production orders using Infosystem tab page1 to select the re$uire5 pro5uction or5er using the plant 1200 an5 the material &92Q.KK an5 choose Execute% *ouble9clic: to transfer the specifications8 then sa)e your entries. 4f re$uire58 you can choose the Quality Ins!ection pushbutton to e6pan5 the
!C" -2P 2' LO710 27
$uality management screen area. Choose the Create Notification pushbutton an5 create another notification in accor5ance with the criteria liste5 abo)e. Choose the green arrow button !A." to get bac: to your time tic:et an5 sa)e your 5ata.
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7
Customer Complaint Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario 2sing Quality Notifications for Customer Complaints Creating a Customer Complaint ,eturns an$ ,epairs Processing (,' ) 2nit Summary
SAP AG 2003
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7.2
Customer Complaint- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to Create a /uality notification for a customer
complaint
0escribe the proce$ure for returns an$ repairs
processing? using /uality notifications
SAP AG 2003
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LO710
7.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
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LO710
7.4
Customer Complaints- 1usiness Scenario
Complaint
Customer
Ser#ice
SAP AG 1999
4n a mo5ern company8 it is important to process customer complaints efficiently. ,y reacting $uic:ly an5 effecti)ely to problems8 a company can greatly enhance their customer ser)ice image among their customers. Quality notifications offer you a large number of functions for processing customer problems efficiently.
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7.
Customer Complaints
NEEO
Customer complains about a pro$uct
Company
y mo e pan m m Core$it C
4ntry of complaint
Processing complaint
0efect analysis
SAP AG 1999
2 customer complaint typically occurs 5uring the sale or 5eli)ery of 5efecti)e goo5s. Once customers ha)e i5entifie5 5efects8 they usually contact the )en5or to report their complaint. 2s soon as the complaint has been entere5 by the company that 5eli)ere5 the goo5s8 the complaints processing proce5ure can begin. Aor e6ample8 the company can initiate an imme5iate tas: that sen5s the customer a cre5it memo. 2s the ne6t step8 the goo5s returne5 by the customer are sub0ect to a 5etaile5 5efect analysis.
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7.%
Customer Complaint 2sing the 7nternet (1)
,ecor$ing problems using the 7nternet
@en$orProcessor of notification
;eb.base$ notification creation
Customer
Notification creation an$ status trac9ing on the ;eb ;or9flow support
SAP AG 2003
;igh $uality8 efficient customer ser)ice is important for both customers an5 )en5ors. Contact between the )en5or an5 the customer must be ma5e $uic:ly8 the customer must be able to report the problem without ha)ing to use elaborate recor5ing proce5ures8 an5 the )en5or shoul5 recei)e the notification as $uic:ly as possible. ,enefits for your customers+ Gour customers can enter the $uality notification 5irectly on your <eb ser)er. &hey 5o not ha)e to call or sen5 a fa6. Gour customers can enter the 5ata $uic:ly an5 easily using the screen layout that you 5efine5. Gour customers can use a list of pre95efine5 5efect co5es to restrict their problem an5 they can also 5escribe the problem using te6t. Gour customers can chec: the status of the notification that they create5 at all times. ,enefits for you+ Gou can structure the screen layout so that it is easy an5 $uic: for customers to enter the 5ata. Gou recei)e the notification online8 that is8 you recei)e it 0ust after it has been create5. ,ecause of the )ery small space of time between the creation an5 the receipt of the notification8 you may be able to repro5uce the problem imme5iately.
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7.7
Customer Complaint 2sing the 7nternet (2)
7nternet 5 intranet
@en$orComplaints processor Chec9 of notification inbo% Problem analysis 5 search in solution $atabase Solution? re/uire$ tas9s
CustomerQuality technician
2 2
Problem processing Notification creation
1 1
,ecor$ problem
+ +
Status 5 confirmation
6 6
Chec9 status or inbo%
SAP AG 2003
4f customers i5entify a 5efect in goo5s you ha)e 5eli)ere58 they want to report this imme5iately. &he contact person at the customer@s premises can then create a $uality notification in the )en5or system using the 4nternet. &o so this8 the contact person must ha)e a correspon5ing authoriBation. &he contact person selects the material that he wishes to complain about from a list that only contains materials that are 5eli)ere5 by the particular )en5or. &he contact person subse$uently 5escribes the problem using co5es that he?she can select from a list an5 using a free te6t entry. 2s soon as the notification has been sent8 the >?. system assigns a $uality notification number an5 passes this number on to the contact person at the customers. &he notification processor recei)es the customer complaint online !without a significant time 5elay". 4t appears 5irectly in his?her pool of new notifications an5 he?she can react to this new notification imme5iately by analyBing the problem8 ma:ing in$uiries at the customers8 or 5eli)ering a replacement. &he customer can chec: the status of the notification at any time on the 4nternet. &o recor5 customer complaints using the 4nternet8 the )en5or must ha)e an 4nternet &ransaction -er)er !4&-".
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7.&2ustomer 2om"laint 78nternet9 5$ercises
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LO710
<nit) :o"ic)
2ustomer 2om"laint 8nternet
2t the conclusion of this e6ercise8 you will be able to+ Create a simplifie5 $uality notification !customer complaint" on the 4nternet 4f customers i5entify a 5efect in goo5s you ha)e 5eli)ere58 they want to report this imme5iately. &he contact person at the customerQs premises can then create a $uality notification using the 4nternet.
191
;igh $uality8 efficient customer ser)ice is important for both customers an5 )en5ors. Contact between the )en5or an5 the customer must be ma5e $uic:ly8 the customer must be able to report the problem without ha)ing to use elaborate recor5ing proce5ures8 an5 the )en5or shoul5 recei)e the notification as $uic:ly as possible. &he -2P 4nternet application for creating $uality notifications contributes to impro)e5 complaints processing. Create a $uality notification for material 2 297%092 using the 4nternet. Gou can fin5 this function at the following />L+ http+??igOOO.TTT.sap.corp+1030? OOO represents the current training system8 for e6ample &(( or /.0 TTT represents the location of the ser)er use58 for e6ample8 w5f for <all5orf8 phl for Phila5elphia8 sin for -ingapore. :he -ata to be use- will be gi,en to you by the course coor-inators.
&hen start the ser)ice+ Q*41 Logon 5ata+ Current training system an5 current client /ser+ Passwor5+
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PL #109KK Gour current passwor5

LO710 10
Gour customer contact is -"5 an5 your passwor5 is welcome .
Create a notification an5 ma:e a note of the notification number. LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
192
Ain5 the $uality notification you recor5e5 using the 4nternet in the current training system an5 chec: whether all the 5ata has been transferre5 correctly to the >?. -ystem. 19291 Aor which sol59to9party was the notification create5J -ol59to9party+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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7.'2ustomer 2om"laint 78nternet9 +olutions
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12
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<nit) :o"ic)
2ustomer 2om"laint 8nternet
191
-tart the 4nternet 16plorer an5 enter the />L http+??igOOO.TTT.sap.corp+1030? !OOO represents the current training system8 e.g. &(( or /.0. TTT represents the location of the ser)er use58 e.g. w5f for <all5orf8 phl for Phila5elphia8 sin for -ingapore. :he -ata to be use- will be gi,en to you by the course coor-inators AAA. 1nter QM6- an5 choose the Start ser+ice pushbutton. 1nter the following logon 5ata an5 choose the Logon pushbutton+ Client+ Login+ Passwor5+ Language+ Current client PL #109KK Gour current passwor5 1nglish
1nter the following 5ata an5 choose the Create Notification pushbutton. Gour contact person number+ 127 Gour passwor5+ welcome -elect the material #M"'789'# using the fiel59relate5 input help !A#" an5 choose the Pro2lem descri!tion pushbutton. /se the fiel59relate5 input help to select the 5efect an5 the 5efect location an5 enter a problem 5escription. Choose the Send pushbutton to sen5 the notification.
192
Now8 go into your training system an5 choose Logistics Quality Management Quality Notification is!lay% /se the fiel59relate5 input help on the Material tab page to select the $uality notification you create5 on the 4nternet. Chec: that all 5ata was transferre5 correctly to the >?. system. 19291 &he sol59to9party in the notification is+ 1012 Aran:s 2utomobiles 4nc.
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LO710
1#
7.10
Creating a Customer Complaint with ,eference Ob3ect
7nitial screens
Re!e#ence no. %ustome# %ustome# mate#ial Sales o#de# 'eli*e#y Plant Mate#ial %ustome# Sales o#gani$ation 'ist#i(ution c&annel 'i*ision Re!e#ence oti!ication
SAP AG 2003
utomatic $ata transfer
0ata in the Notification Bea$er

Re!e#ence um(e# Mate#ial %ustome# %ustome# Mate#ial Mate#ial):atc&)Plant %ustome# Pu#c&asing "#g.)Pu#c&asing G#oup; Quantity
'aterial from customer or material info recor$
0ata transfer from reference $ocument
2ser.$efinable
,eference ob3ect? customer? #en$or? author accor$ing to structure ,Q'01
Mate#ial +emplate um(e# Sales "#de#; 'eli*e#y %ustome#; ...
Gou create a customer complaint8 using a $uality notification of origin Q1. &he following $uality notification types are a)ailable in the stan5ar5 system for the notification origin Q1+ Q1 Customer complaint A1 Customer9relate5 5efect 4n CustomiBing for $uality notifications8 you can 5efine the initial screen that you want to appear when you create a notification of this notification type. Gou can use the initial screen to supply the $uality notification with pre5efine5 sales9relate5 5ata. 4f necessary8 you can alter the assigne5 5ocuments retroacti)ely !for e6ample8 sales or5er an5 5eli)ery".

!C" -2P 2'
LO710
1%
7.11
0etermining &as9s . 'onitoring ,esponse &ime
&as9 tion a rmin $ete
Ser#ice profile
&as9 1 &as9 2 ,esponse profile &as9 +
SAP AG 2001
Gou can use the N*etermine tas:sN function to generate stan5ar5 tas:s for the current notification. Gou enter these stan5ar5 tas:s in the response profile. Gou can 5efine the following information in the response profile+ Priority for the notification Co5e group Co5e &ime inter)al &ime unit 4n the response profile8 you can 5efine the 5ays an5 times when tas:s are to be processe5. &he response profile an5 the catalog profiles are 5efine5 in CustomiBing an5 assigne5 to the notification type using response time monitoring. !Quality anagement 9M Quality Notifications 9M Notification Processing 9M >esponse Control"
!C" -2P 2'
LO710
1(
7.12
0isplaying the Sales Summary
Sales Summary for Customer S C ! Plc? Phila$elphia
>ey !igu#es
nnual &urno#er 4mployees Legal Status *7"000". 1+* close$ corporation
Notification type Q1 5 <1
Quality oti!ications Statistics +otal

2
"utstanding
2
In p#ocess
2
%ompleted
0
,ast noti!ications oti!ication P

20000039200000231 SAP AG 2003 1
'ate
11.06.2002 01.02.2002
'esc#iption
%ompl. date
00.00.0000 02.02.2002
Gou can call the sales summary 5irectly8 when processing or 5isplaying customer complaints. &he sales summary contains 5ata about e6isting notifications !for e6ample8 ser)ice notifications an5 $uality notifications".
!C" -2P 2'
LO710
17
7.13
ction Log for the Quality Notification
Notification numberCreate$ byStart of malfunction4n$ of malfunction0ate

27"10"2002
0002000021+ Smith 00"00"0000 00"00"0000 Subob3ect

Notification 7tem 0001 Notification
Create$ on- 18"10"2002
1=-0+-66
,e/uire$ start- 18"10"2002 1=-0+-66 ,e/uire$ en$00"00"0000 00-00-00 <iel$ content (new5ol$)
2 1 ,10 I0*
&ime
10 - ++ 11 - 1*
Chg$" by
2ser 1 2ser 1 2ser 2
Change$ fiel$
Priority Problem co$e Status
2*"10"2002
16 - 20
Notification outstan$ing
SAP AG 2003
&he action log 5isplays an o)er)iew of all the changes in the life9cycle of a notification. &he log contains information about notification statuses from status management an5 from change 5ocuments.
!C" -2P 2'
LO710
13
7.14
<ollow.2p
0ialog Structure Co$e groups Co$es Co$es Co$e Short te%t for co$e 0001 0002 0003 0000001 0006 0002 0000 0099 "t&e# mate#ial %&ange (ill o! mate#ial Print %&ange #outing %&ange d#a?ing +#ain employees Inc#ease GR insps e? *endo# %ompetito# p#oducts Miscellaneous <ol2p""" Lang""" 2sage Creat"" SAP SAP SAP SAP SAP SAP SAP SAP SAP
ctions for &as9s (1) . 'aintain Catalog

CatalogCo$e group2 ,a$io.02 &as9s !en" tas9s for customer complaints
SAP AG 2003
&he *ollo+-up action in5icator in CustomiBing for catalog types controls whether a follow9up action can be 5efine5 for a co5e.
!C" -2P 2'
LO710
17
7.1
<ollow.2p ctions for &as9s (2)- CustomiAing
0ialog Structure <ollow.up actions <unction mo$ules <ol2p ct" PRI + <ol2p f"<n @o# noti!ication tas4 Short te%t P#int (ill o! mate#ial
Cnter <unction mo$ule 1 QM10A%"PBAR7@7R7 %7 A@"RM
ftr"""
Sync2p$t
1&r
Shrt&%t
Q 90 %op
SAP AG 1999
&he system can trigger a chain of function mo5ules as a follow9up action. Gou can use the function mo5ule Q 10LCOPGL>1A1>1NC1LAO> as a copy mo5el for your own follow9up actions. Gou can ta:e the status of the tas: into account an5 can control authoriBations using the transaction for the follow9up action. &he function mo5ule can be calle5 before8 after8 or at the same time as the notification is up5ate5.

!C" -2P 2'
LO710
20
7.1%
,eturns an$ ,epairs Processing (,' )
OP" Please return the goo$s? so we can in#estigate the problem in $etail" ,epair or e%changeD
7Km afrai$ the goo$s you $eli#ere$ were faultyE
Customer complains about goo$s recei#e$
Notification is create$
,eturn is processe$
SAP AG 1999
&he Q component supports returns an5 repairs processing !> 2 9 return material authoriBation" using the following functions+ Quality inspection Quality notification Gou use a customer complaint in con0unction with $uality notifications to+ >ecor5 a customer problem Process returns that are relate5 to a complaint
!C" -2P 2'
LO710
21
7.17
Processing a Quality Notification . ,' (1)
ction bo%
Create /uality notification
Create notification te%t
Create ,epair Or$er ( ction bo%)

SAP AG 2003
Airst8 you create a $uality notification for a customer complaint !notification type Q1". Gou enter notification 5ata as re$uire5 an5 if necessary8 a55 a 5etaile5 5escription of the problem. 4f re$uire58 you can create imme5iate tas:s in response to the customer@s complaint !for e6ample8 sen5ing a cre5it memo8 or triggering a substitute 5eli)ery". 4f customers want to return the faulty goo5s they ha)e recei)e58 you can create a repair or5er in a5)ance using the action bo6. 4n the repair or5er8 you can enter a reference to the current $uality notification !notification number".

!C" -2P 2'
LO710
22
7.1&
4ntering ,eturns . ,' (2)
,eturns an$ repairs processing using-
,eturn $eli#ery
4ntering the return

SAP AG 1999
Quality inspection
Once the returne5 goo5s ha)e been recei)e5 at your company8 the following scenarios can occur+ 2 $uality inspection of the return 5eli)ery ta:es place. 2n inspection lot is create5 automatically at goo5s receipt. &he following prere$uisites must be fulfille5+ &here must be a repair or5er !sales or5er with repair item" for the return. &he inspection type that was assigne5 to inspection lot origin 0% !other goo5s receipt" is acti)e in the material master for the return. &he returns are processe5 using a $uality notification+ &he goo5s receipt is poste5 with reference to the repair or5er. Gou can fin5 the repair or5er using the notification number.
!C" -2P 2'
LO710
2.
7.1'
Processing ,eturns . ,' (+)
ction bo%
7nspect goo$s (analysis)
Create $efect item(s)
Create tas9s
Confirm repair or$er (action bo%)

SAP AG 1999
Gou carry out a 5efect analysis on the returne5 goo5s an5 recor5 the 5efects i5entifie5 in the notification. &he results of this 5efect analysis enable you to 5eci5e which correcti)e tas:s are re$uire5. Gou can use the action bo6 in the notification to post a goo5s mo)ement to the appropriate stoc:H for e6ample8 unrestricte59use stoc: !if no repair is re$uire5" bloc:e5 sales or5er stoc: !if a repair is re$uire5" or scrap. Gou can use the action bo6 to confirm the stoc: posting in the repair or5er. &he system sets the appropriate status in the repair or5er. 4f a repair is re$uire58 the returns an5 repairs processing procee5s as follows+ Gou can create a ser)ice or5er for a repair in the Customer Service !C-" component. Gou can sen5 replacement parts to customers in the Sales , istri-ution !-*" component.

!C" -2P 2'
LO710
2#
7.20
Creating a Quality Notification for an Original 0ocument
,ecei#e fa% Scan.in ssign processor
Optical archi#e 2 6 Create /uality notification

SAP AG 1999
Gou can create a $uality notification for a scanne5 5ocument. Gou can call up this 5ocument at any time 5uring notification processing. Gou can assign originals that are scanne5 retroacti)ely to an e6isting $uality notification.
!C" -2P 2'
LO710
2%
7.21
Quality Notifications . Lin9 to 0'S
0rawing
ssignment of $ocument master recor$

&ype 0ocument @ersion
1 2 2 1 1 !raphic
;or$ processing
0,; 0OC 07N
0OP100 0OP 0OP 10 10 0OP0100 0OP0100
SAP AG 1999
Gou can assign any number of master recor5s from the 5ocument management system to the hea5er of a $uality notification. Gou can 5isplay an original 5ocument 5irectly from a $uality notification.
!C" -2P 2'
LO710
2(
7.22
Customer Complaint- 2nit Summary
Customer complaints can be processe$ using the
notification origin Q1"

,'
processing supports the repairs an$ returns processing for customer complaints
SAP AG 2003
!C" -2P 2'
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27
7.23
!eneral <unctions- 2nit Summary (2)
>ou can use the action log to trace changes that ha#e
been ma$e to a /uality notification"

1y lin9ing tas9 co$es to follow.up actions? you can run
your own user.$efine$ functions in the bac9groun$"

>ou can use the $ocument management system an$
the rchi#eLin9 to lin9 original $ocuments to a notification"

&he creation of notifications with reference to a
scanne$ original $ocument? an$ its lin9 to the notification gi#es e#ery employee full access to all a#ailable information"
SAP AG 2003
!C" -2P 2'
LO710
23
7.242ustomer 2om"laints) 5$ercises
!C" -2P 2'
LO710
27
!C" -2P 2'
LO710
.0
<nit) 2ustomer 2om"laint :o"ic) Notification 2reation

2t the conclusion of this e6ercise8 you will be able to+ Process a customer complaint using a $uality notification
4f a customer ma:es a complaint8 you can recor5 this in the system as a $uality notification
191
Create customer complaint. 19191 Customer 10.. !.arsson /ig( Tec() wants to complain about a car ra5io8 ma:e 2 297%092 !Radio Business Sound)0 plant 1000. Create a $uality notification for this case! Notification type+ LLLLLLLLLLLLLLLLLLLLLLL 19192 Copy r. *a)i5 &aylor as a contact person for the customer. 4f he has not yet been create58 a55 his name as the customer contact person. 1919. Gou trie5 to call the customer bac:. &he customer howe)er8 coul5 not be reache5. *ocument this transaction by entering an acti)ity. a:e a note of the notification number+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
!C" -2P 2'
LO710
.1
7.2 2ustomer 2om"laints +olutions
!C" -2P 2'
LO710
.2
!C" -2P 2'
LO710
..
<nit) 2ustomer 2om"laint :o"ic) Notification 2reation
191
Create customer complaint. 19191 Logistics Quality Management Quality Notification Create% /se the fiel59relate5 input help !A# help" to select the re$uire5 notification type Q!Customer Complaint" an5 confirm your entry. On the screen that appears8 enter the following 5ata an5 confirm your entries+ Customer+ aterial+ Plant+ 10.. 2 297%092 1000
19192 4n the tab page Reference ,23ects1 choose the tab page Contact Partner #ddress an5 use the input help to select r. *a)i5 &aylor as the contact partner for the customer. 4f he has not yet been create58 choose the pushbutton Create contact !artner an5 enter the 5ata for *a)i5 &aylor. 1919. 4n the action bo6 choose the follow9up function ocument $ele!hone Call% /se the fiel59relate5 input help for the fiel5 Calls /or to choose *a)i5 &aylor an5 set the ra5io button Not Reached to 5ocument that you trie5 in )ain to reach the customer by telephone. Confirm your entries. Choose the tab page Immediate #cti+ities to chec: whether the telephone call has been 5ocumente5 as an acti)ity. 1nter your group number as coor5inator on the tab page Internal Processing% -a)e your notification.
!C" -2P 2'
LO710
.#
&
Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 7nternet Ser#ice ,e/uest 2nit Summary
SAP AG 2001
!C" -2P 2'
LO710
&.2
7S,- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 0escribe how the 7nternet Ser#ice ,e/uest can be
use$
2se solutions an$ forms in association with the
7nternet Ser#ice ,e/uest function

Create an 7nternet Ser#ice ,e/uest
SAP AG 2001
!C" -2P 2'
LO710
&.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
Q' Or$er
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
&.4
7S, . 1asic Logic
5asy 5asy to to un-erstanun-erstan.irect .irect
+elf! +elf! e$"lanatory e$"lanatory
2on,enient 2on,enient
No No training training e$"enses e$"enses
Quic3 Quic3
8ntuiti,e 8ntuiti,e
5fficient 5fficient
Intranet
SAP AG 2003
4nternet -er)ice >e$uest U &he single point of entry for all employees in a company who wish to create notifications 4-> is implemente5 as an 4nternet ser)ice !Q4->" using the 42C !4nternet 2pplication Component" technology. -implifie5 notification creation in a <eb browser >etrie)al of solutions using a search engine <ith references to 5ocument8 lin:s to <eb sites8 an5 so on Locating an5 calling of electronic forms 2utomatic assignment of a processor on the basis of stan5ar5 roles using the -2P <or:flow -tatus trac:ing !<ho is currently processing the notification i create5J" 2n open architecture for simplifie5 5efinition of customer9specific entry screens on the <eb Aor more information about 4->8 see+ http+??ser)ice.sap.com?isr
!C" -2P 2'
LO710
&.
Notifications . Problems? Questions? ,e/uests """
MLighting for par9ing space P6 is not wor9ingM M&o many $ays were subtracte$ from my holi$ays"""M M7s it possible to hire a laptop """DM M;here can 7 ma9e color photocopies """DM M&he printer in room C2"8= is bro9enM M'y screen is flic9eringM M&he goo$s $eli#ere$ $o not correspon$ to my or$erM M'y customer is complaining about the $eli#ery of """M N"""N
SAP AG 2003
2 )ariety of internal re$uests an5 ser)ices ha)e to processe5 in many companies+ 1mployees may 5isco)er problems in their imme5iate wor:ing en)ironment8 they may re$uest changes8 or they may want to ma:e suggestions for possible impro)ements. Aor these8 an5 other similar internal processes8 the same $uestions always apply+ <ho is the contact person for thisJ <hich form 5o 4 nee5 to use an5 where can 4 fin5 itJ <hat is the correct flow of this proce5ure or processJ ;ow 5o 4 :now if my re$uest is being processe5J
!C" -2P 2'
LO710
&.%
Proce$ure
0oes a solution e%ist for my problemD
No correspon$ing solution foun$? .Q Sen$ problem
Create notification
Status trac9ing
eCmail 5Additional in!o. #eDui#ed6

ttach note
SAP AG 2003
Airst of all8 the user 5escribes his?her problem or re$uest an5 triggers a search for a solution. 4f solutions are foun5 on the basis of the te6ts the user has entere58 then these solutions will8 for e6ample8 contain8 a 5escription or a proce5ure. Lin:s to <eb sites8 for e6ample8 can be assigne5 to these solutions. 2 prere$uisite for this solution9fin5ing proce5ure is the solution 5atabase. 4f no satisfactory solution is foun58 it is possible to sen5 a notification 5irectly from the 4->. 4t is not necessary to enter the name of a contact person. &he notification is passe5 through the -2P <or:flow until it reaches the correspon5ing employee8 who will process it further. &he notification type can be change5 pro)i5e5 that+ &he notification 5oes not yet ha)e the status N4n processN &he notification must be of notification origin '0 &he user who sent the notification can :eep trac: of the status of his?her notification.
!C" -2P 2'
LO710
&.7
'e*elopment II
123-1
eed a s&uttle !#om t&e ai#po#t !o# clients on t&e 12t& o! Euly at 2pm.
SAP AG 2001
!C" -2P 2'
LO710
&.&
7S, . 2ses an$ ,e/uirements
+eFt ent#y
Ge( !o#m
Simpli!ied noti!ication t#ansaction
SAP AG 2003
Pure text recording. <hen you press sen58 the notification is create5 in the bac:groun5 an5 the te6t you entere5 is transferre5 into the long te6t of this notification. 6e2 form. <hen the user chooses sen58 a form appears. 4n this form8 the user can pro)i5e a55itional information8 which is then use5 to create the notification. Gou can 5efine your own recor5ing forms as ;& L templates. 4t is also possible for users to generate fiel5s that are not in the notification in a form. &he notification processor can see these fiel5s on a separate tab page ! =orm ! in the notification. Sim!lified notification transaction. <hen you choose sen58 the <ebgui for the recor5ing of the notification is starte5. &he simplifie5 notification recor5ing )iew is use5 !transaction 4Q-21". &he )ariant that is use5 5epen5s on the sub0ect !scenario" entere5 by the user. &he a)ailable scenarios can be 5efine5 in CustomiBing. <hen 5efining a scenario in CustomiBing8 you also 5etermine the notification type that applies for a notification of this scenario. Gou can fin5 the CustomiBing settings for the scenarios un5er+ Cross'#!!lication Com!onents '( Notification '( Notification Processing on the Intranet '( efine Scenarios% Pre5efine5 scenarios can be transferre5 from the 5eli)ery system using the transaction Q4->L- 27 an5 the comman5 file P#(CL4->.
!C" -2P 2' LO710 3
&.'
7S, . 4%ample from Public Sector
SAP AG 2003
Notification processing can be performe5 5irectly on your company@s <eb site &he in5i)i5ual structure of the <eb forms can be 5esigne5 using ;& L. No mo5ifications are necessary.
!C" -2P 2'
LO710
&.10
4asy 4ntry of Notifications
4nter all $ata on one screen Change the notification type Configuration of initial $ata screen an$ processing screen can be change$
SAP AG 2003
<ith the transactions for simplifie5 notification processing8 you are presente5 with a simplifie5 )iew of a notification in terms of structure an5 functions. 4n this processing )iew8 the system only pro)i5es the functions that you nee5 to process notifications $uic:ly an5 efficiently. Gou can enter information $uic:ly an5 easily using both the -2P -ystem an5 the 4nternet?intranet. 4n simplifie5 notification processing8 tas:s an5 acti)ities are create5 using the action bo6. Gou can access simplifie5 notification processing in the system un5er ,ffice '( Notification or un5er Logistics '( Central /unctions '( Notifications. &he notification category :eneral notification is a)ailable as of >elease #.(C. &his new notification category supports the preconfigure5 notification type :eneral Notification. &his notification type ser)es as a Ngeneral9purposeN notification that is not limite5 to any specific business processes. Gou can use this notification type to initially recor5 information of a general nature8 which may later be categoriBe5 more specifically from a business perspecti)e.
!C" -2P 2'
LO710
10
&.11
,5+ Client5Ser#er
Presentation S P!27
rchitecture with 7&S

pplication 0atabase
;eb ser#er
7&S
"""
;eb browser
SAP AG 2003
&he con)entional metho5 of accessing the -2P -ystem interacti)ely is by using the -2P'/48 which 5isplays -2P transaction screens an5 allows the user to interact 5irectly with the system. 4t communicates with the -2P -ystem by using a special -2Pgui protocol that uses &CP?4P as its networ:ing basis. &he -2Pgui has a 5irect networ: connection to the -2P 2pplication -er)er )ia a local or wi5e area networ:. -o that you can access the -2P -ystem with a <eb browser8 you nee5 a55itional mi55leware to ma:e the connection between -2P technology !-2P 2pplication -er)ers an5 -2Pgui" an5 <eb technology !<eb ser)ers an5 browsers". &his is accomplishe5 by the Internet $ransaction Ser+er ;I$S<. 4t pro)i5es the ser)ices of a <eb application ser)er. ;owe)er8 it 5oes not perform any transaction processing itself. 4nstea58 it passes all business processing to the -2P -ystem8 with which it interacts e6actly li:e a regular -2P'/4. &he Internet $ransaction Ser+er is the lin: between the <eb an5 -2P. 4t consists of twp separate programs+ 4(ate !<eb 'ateway" an5 0(ate !2pplication 'ateway"8 which may resi5e on the same computer or on two separate computers connecte5 by a &CP?4P networ:. Aor 5etails about the current a)ailability8 see+ htt")66ser,ice.sa".com6sa"!its
"""
B&&P (B&'L) 07 !

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LO710
11
&.12
7S,- 2nit Summary
&he 7nternet Ser#ice ,e/uest pro#i$es an efficient
means of fin$ing solutions to problems e%perience to wor9 with the 7S,
>ou $o not nee$ any pre#ious 9nowle$ge or 7f no appropriate solution is foun$? you can create a
notification $irectly in the 7S,? which can be connecte$ to the S P 1usiness ;or9flow trac9 of the status of the notification"
&he user who sent the notification can constantly 9eep
SAP AG 2003
!C" -2P 2'
LO710
12
'
Q' Or$er Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario Controlling O#erhea$ Costs in the S P System Cost Processing 2sing Q' Or$er 4lements of a Q' Or$er Creating a Q' Or$er Lin9ing a Quality Notification to a Q' Or$er Settling a Q' Or$er Cost ,eport for Q' Or$er
SAP AG 2003
!C" -2P 2'
LO710
'.2
Q' Or$er- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 0escribe how the Q' or$er is use$ 0escribe how the Q' or$er is represente$ in the
S P System
Create a Q' or$er for a /uality notification 0escribe how $ifferent costs can be collecte$ for a
/uality notification
Settle a Q' or$er 0isplay a cost report for a Q' or$er
SAP AG 2003
!C" -2P 2'
LO710
'.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
'.4
Q' Or$er- 1usiness Scenario
R Costs"""
7nspection time""" 0efect analysis"""

SAP AG 1999
2s a result of increasing mar:et globaliBation8 an5 the resulting changes to economic an5 mar:et con5itions8 many companies are force5 to optimiBe their processes an5 to re5uce their costs at all le)els. &he recor5ing of $uality9relate5 costs is integral to an effecti)e $uality assurance program. 4f a company can effecti)ely recor58 settle an5 e)aluate its costs8 it can then re5uce these costs an5 increase the pro5uct $uality. Quality9relate5 costs are incurre5 primarily in the processing of $uality inspections an5 complaints.
!C" -2P 2'
LO710
'.
Controlling O#erhea$ Costs in the S P System
0ebiting a Q' or$er
Q' Or$er
No" 6711
Cost elements Cost centers
Or$ers5Pro3ects
Settling a Q' or$er
Processes
Cost ob3ects
Sales or$er stoc9
;arehouse stoc9
Profitability segments
,e#enue elements
SAP AG 2003
&he -2P Controlling !CO" component is responsible for planning8 collecting an5 e)aluating all the costs incurre5 within a company. &hese costs also co)er $uality9relate5 costs. Gou can use the Quality Management !Q " component to recor5 $uality9relate5 costs using Q or5ers. Or5ers are use5 in o)erhea5 cost controlling in CO8 for e6ample8 to recor5 an5 :eep trac: of o)erhea5 costs. 2 Q or5er is settle5 in the same way as an o)erhea5 cost or5er in CO. Costs collecte5 in a Q or5er can be settle5 to cost centers8 or5ers8 pro0ects or processes. &he costs collecte5 in an5 settle5 from a Q or5er re5uce the profit of a company.
!C" -2P 2'
LO710
'.%
Cost Processing 2sing Q' Or$er
nspection processing
Q' Or$er
Notification processing
No" 671+ Q' Or$er No" 6711
ppraisal costs
0efect costs
Q'
7nspection lot
Order processing ccount ass" ob3ect

CO or$er Cost center
CO
SAP AG 1999
Sales or$er
4n the Q component8 you use Q or5ers to recor5 the costs that ha)e been incurre5 !actual costs". Gou can recor5 costs when processing $uality inspections !appraisal costs" or when processing $uality notifications !5efect costs". Gou assign the Q or5er to an inspection lot in inspection processing. Gou assign the Q or5er to a $uality notification in notification processing. &he costs collecte5 in a Q or5er are settle5 to )arious account assignment ob0ects in the CO component.

!C" -2P 2'
LO710
'.7
4lements of a Q' Or$er
Or$er category (08)

0efines the technical elements of the or$er? an$ specifies the component? to which the or$er is assigne$ (08 R Quality 'anagement)"
Q' Or$er
No" 6711
Or$er type
0ifferentiates an or$er or its useQL01- !eneral Q' or$er (appraisal costs? perio$ic settlement) QL02- 7n$i#i$ual Q' or$er (appraisal costs) QN01- Q' or$er ($efect costs)
Settlement rule
0efines what share of the costs collecte$ in the or$er is to be borne by the recei#ers an$ $efines the recei#ers"
SAP AG 1999
&he Q or5er has or5er category N0(N. &his or5er category is pre5efine5 in the system an5 cannot be change5. Or5er category N0(N contains se)eral or5er types. &he following or5er types are 5eli)ere5 with the stan5ar5 system+ QL01 !general Q or5er for appraisal costs with perio5ic settlement" QL02 !4n5i)i5ual Q or5er for appraisal costs" QN01 !Q or5er for 5efect costs" 4f re$uire58 you can also create a55itional or5er types in CustomiBing. Gou can 5efine your own settlement rule in the or5er master recor5. &his allows you to+ -ettle costs to one or more recei)ers an5 5efine 5ifferent recei)ers !such as8 <,- element8 sales or5er8 profitability segment" 1nter how the costs are to be share5 !5istribution rule" 1nter the cost elements that are to be use5 to settle costs
!C" -2P 2'
LO710
'.&
Creating a Q' Or$er
Q' Or$er
No" 671*
Notification processing
Or$er type QN01
ssignment to one or more /uality notifications cti#ity confirmation ta9es place in the CO component Can be create$ manually in a /uality notification One.time settlement
SAP AG 2003
'anual or$er creation when creating or changing a /uality notification (or$er is automatically assigne$ to the notification)
'anual or$er creation outsi$e of notification processing (or$er can be manually assigne$ to the /uality notification)
<hen processing a $uality notification8 you can create a Q or5er an5 assign it to the notification. Gou can assign e6isting Q or5ers to a $uality notification. Gou can 5efine the following information in CustomiBing for the $uality notification+ Costing parameters for 5efect cost9or5ers *efault account assignment for the costs relate5 to a $uality notification
!C" -2P 2'
LO710
'.'
Lin9- Quality Notification5Q' Or$er
Q' Or$er
Quality Notification No" Customer 'aterial Q' Or$er =1* 12+6* 1C 6711 No" 6711
0ebit
ccounting 0eli#ery5 acti#ity ;arehouse 'aterial with$rawal Cost center 7nternal acti#ity Or$er ,ewor9
SAP AG 1999
Gou can create the Q
or5er from the $uality notification. &he Q
or5er is 5ebite5 using CO functions.
!C" -2P 2'
LO710
'.10
Settling a Q' Or$er
Settlement !ccount assignment o"#ects Cost center Or$er Q' Or$er ;1S element Sales or$er 7nstallation Networ9 !5L account Profit" segment
SAP AG 1999
Gou can settle the costs incurre5 for an or5er8 using )arious account assignment ob0ects. 4n CustomiBing8 you use 5ifferent settlement profiles to specify the allowe5 recei)er for each or5er type !or5er8 cost center8 sales or5er". ;owe)er8 you 5o not necessarily ha)e to settle an or5er.

!C" -2P 2'
LO710
10
'.11
Cost ,eport for Q' Or$er
Or$er- Perio$ Comparison Or$er5!roup- 10007776 <iscal year 1:::
ctual
Status- 1+"10"1::: 1*-6=-1:
Page- 2 5 2
Qsc 1atch 'aterial
%ost elements 2110 2120 0003109
Pe#iod 1 11;20 203;10 21-;20
Pe#iod 2 23;00 21;20 90;10
Pe#iod 3 311;00 231;10 1-6; 10
Pe#iod 16;-1 90;11 11-;60
Pe#iod 1 301;21 3-;10 -11;21
SAP AG 2003
Gou can create )arious cost reports for an or5er in the system !for e6ample8 a comparison of actual costs by perio5 or a comparison of actual costs by year". &o 5istinguish between 5ifferent types of $uality costs !for e6ample8 internal an5 e6ternal 5efect costs" an5 to summariBe them accor5ingly using the functions in the Controlling component8 you assign the or5ers to a pre5efine5 class in the -2P Classification -ystem an5 ma:e 5istinctions using freely 5efine5 characteristics in this class. Gou can use the fiel5s of the or5er master recor5 !ob0ect characteristics" or you can freely 5efine your own characteristics !user95efine5 characteristics" as characteristics for the Classification -ystem. Gou use these summariBation characteristics to create summariBation reports for or5ers. &he controlling area always forms the first step in the hierarchy of an e)aluation. 4f you want to summariBe rele)ant or5ers8 you must set the Classification in5icator for the or5er type in CustomiBing.
!C" -2P 2'
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11
'.12
Q' Or$er- 2nit Summary (1)
>ou use Q' or$ers to monitor costs before they
are allocate$ to their correspon$ing cost centers" Q' or$ers therefore gi#e a clearer o#er#iew of the Controlling proce$ure than cost center accounting alone"
Quality notifications contain the function Create
QM order? lin9ing the notification to a Q' or$er"

>ou can $efine a profit center an$ a ;1S element
in the master recor$ for the Q' or$er">ou can ta9e into account any or$ers assigne$ to a pro3ect when you create reports an$ when a pro3ect is settle$"
SAP AG 2003
!C" -2P 2'
LO710
12
'.13
Q' Or$er- 2nit Summary (2)
&he or$er type is the central control parameter in
CustomiAing" >ou use it? for e%ample? to $efine rules for number assignment? an or$er that can be use$ as a copy mo$el? an$ information relating to status management"
Q' or$ers that are create$ automatically when a
/uality notification is processe$? are assigne$ an internal number by the system"
SAP AG 1999
!C" -2P 2'
LO710
1.
10
4#aluations Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario ,eporting (4#aluations 2sing Lists) Q' 7nformation System (Q'7S) S P 1usiness 7nformation ;arehouse (1;) 2nit Summary
SAP AG 1999
!C" -2P 2'
LO710
10.2
4#aluations- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 0escribe the wor9list functions for /uality
notifications (reporting)
4#aluate notification $ata using the Q' 7nformation
System (Q'7S)
0escribe the main features of the S P 1usiness
7nformation ;arehouse (1;)

4%plain the a$#antages an$ $isa$#antages of each
e#aluation option
SAP AG 1999
!C" -2P 2'
LO710
10.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
10.4
4#aluations- 1usiness Scenario
1?8
60
ler tE
Q' 7nformation System 1usiness 7nformation ;arehouse 4arly ;arning System

SAP AG 2003
'onthly reports Lists $.hoc e#aluations
1)aluations play an important part in successful8 strategic planning in your company. &hey allow you to 5etermine the correct :ey figures an5 to prepare them for use at appropriate times. 4n critical situations8 when e6ceptions occur8 it is particularly important for the rele)ant person responsible to be informe5 automatically of the problem. &he -2P -ystem enables you to e)aluate $uality notifications in the following ways+ >eporting !create wor:lists using using Lists" Q 4nformation -ystem !Q 4-" -2P ,usiness 4nformation <arehouse !,<"
!C" -2P 2'
LO710
10.
,eporting- 4#aluations 2sing Lists
Notification list ,eport 7tem list List of &as9s cti#ity list
!raphic
0ownloa$
;hen $isplaying or e$iting a /uality notification

SAP AG 2003
0isplay5change $etail
<hen you process $uality notifications an5 tas:s8 you can use the notification9relate5 list !report" functions to 5ynamically call up an5 process wor:lists. &he lists pro)i5e )arious options for analyBing notification 5ata in the system.
!C" -2P 2'
LO710
10.%
Create ;or9lists 2sing Lists
7 woul$ li9e to see the tas9s? for which 7 am responsible" List of &as9s
4%ception Notification &as9 &as9 Status status """
&as9sD
'r" !reen
SAP AG 2003
Gou can use lists of notifications an5 tas:s to create a personal wor: list. &hey can also be use5 to monitor escalate5 notifications or tas:s.
!C" -2P 2'
LO710
10.7
SummariAation of Notifications in Q'7S
Sa#e
E$tract
7nfo structure Q' 7nformation System

'pdate
Notifications
Notification item
E$tract %restructure&
SAP AG 2003
Quality notifications an5 inspection results from the Q component are up5ate5 in the Q 4nformation -ystem !Q 4-". &he Q 4- forms part of the L4- !Logistics 4nformation -ystem" in the -2P -ystem. <hen you sa)e a notification8 the notification 5ata is up5ate5 in5epen5ently of the notification status in the Q 4-. -ummariBation of the notification 5ata ta:es place at notification an5 item le)el. Gou can e)aluate the up5ate5 5ata in summariBe5 form using the Q 4-.
!C" -2P 2'
LO710
10.&
7nformation Structure for the Notification
'aterial 'aterial S #en$or

'aterial
'aterial S customer
0efect item
7tem S material 7tem S material S #en$or 7tem S material S customer
SAP AG 2003
4nfo structures are special statistics tables8 in which the summariBe5 5ata is up5ate5. &his 5ata comes from the pro5ucti)e operations. &he following info. structures are a)ailable in the stan5ar5 for e)aluations of notifications+ -077 &his information structure contains the summariBe5 5ata of the $uality notifications from notification hea5ers an5 tas:s for the material analysis. -073 &his information structure contains the summariBe5 5ata of the $uality notifications from notification hea5ers an5 tas:s for the ,en-or analysis. -077 &his information structure contains the summariBe5 5ata of the $uality notifications from notification hea5ers an5 tas:s for the customer analysis. -100 &his information structure contains the summariBe5 5ata of the problem le)el !or 5efect le)el" of $uality notifications for the material analysis. -102 &his information structure contains the summariBe5 5ata of the problem le)el !or 5efect le)el" of $uality notifications for the ,en-or analysis. -10. &his information structure contains the summariBe5 5ata of the problem le)el !or 5efect le)el" of $uality notifications for the customer analysis.
!C" -2P 2'
LO710
10.'
Characteristics an$ Pey <igures for the 7nfo Structures
Pey figures Charact. eristics
Perio$ 'aterial Customer No" of $efects Nonconfor. ming /uantities
26+ 1821 28 6* 2+*= """
""" """ """ """ """ """
""" """ """ """ """ """
7nfo structure
@en$or
Q' 7nfo System
Plant
"""
SAP AG 2003
Characteristics are summariBing criteria without a time reference8 !such as notification type8 )en5or8 material etc". &he time reference is create5 by perio5s. <hen 5ata is up5ate58 it is collecte5 an5 summariBe5 for each perio5. Cey figures pro)i5e information that is important for your business !for e6ample8 number of 5efects8 nonconforming $uantities8 total number of notifications8 number of notifications outstan5ing8 tas:s outstan5ing etc." 2ll :ey figures can be monitore5 by the 1arly <arning -ystem !1<-".
!C" -2P 2'
LO710
10.10
4#aluations in Q'7S
Q'7S
0ocuments
7nformation Structures
(summariAe$ $ata)
1 P
,eports
M;hich /uality $ata can 7 $isplayDM

,eport ;riter
<le%ible analyses
4arly ;arning System
L7S
Customer.specific an$ stan$ar$ analyses
SAP AG 2003
&he Q 4nformation -ystem offers )arious metho5s for analysis8 base5 on the 5ata hel5 in the stan5ar5 information structures. &he stan5ar5 analyses pro)i5e you with a tool for presenting an5 analyBing statistical 5ata. -tan5ar5 analyses are 5eli)ere5 by -2P with the stan5ar5 system an5 are preconfigure5 !for e6ample8 the 5rill5own". Gou can howe)er mo5ify them to suit your re$uirements. 4n a55ition8 you can also 5efine in5i)i5ual )iews of the 5ata in the Q 4nformation -ystem an5 inclu5e other 5ata from the -2P -ystem.
!C" -2P 2'
LO710
10
10.11
Stan$ar$ nalyses
Notifications . O#er#iew
7nformation Structures
(summariAe$ $ata)
Stan$ar$ nalyses
@en$or Simpson $ams No" of notifications 2* 8 """
0ocuments
Prio 1 2 1
@en$or $ams $ams $ams $ams $ams $ams
'aterial &P+.''S ',.87* H,.*87 &,.,'4
Stan$ar$ analysis
'aterial- ',.87* @en$or- $ams
Notification list
Notification $isplay
SAP AG 2003
&he following stan5ar5 analyses are a)ailable in the Q 4nformation -ystem. &hese analyses allow you to e)aluate 5ata from $uality notifications an5 inspection lot processing+ Notification o)er)iew Problems in notifications *efects 4nspection lots 4nspection results &he structure of the stan5ar5 analyses is base5 on the info structures. Gou can switch 5irectly to the notification list an5 then to the notification 5isplay from the stan5ar5 analysis. &he notification lists an5 in5i)i5ual notifications are loa5e5 from the 5ocuments.
!C" -2P 2'
LO710
11
10.12
4arly ;arning System
M;hich of the materials $eli#ere$ in 'ay ha$ the most problemsDM
List- 'aterials5@en$ors
@en$or- $ams Lt$ 'aterial 7nformation Structures

(summariAe$ $ata) &otal ',.87* S*.12+ ',.877
&otal Notifications
+8 1 + = 2 12 1
,ows highlighte$ in re$ in$icate e%ceptional situations

SAP AG 2003
&P+.'', S8.27* &P+.S'S
Gou can 5isplay 5efine5 e6ceptions in an e6ception analysis8 using the 1arly <arning -ystem. &he e6ception analysis functions li:e a filterH only the e6ceptional situations are 5isplaye5. &he e6ceptional situation can be highlighte5 in color. &he characteristics an5 :ey figures in the Q information -ystem are the basis of the 1arly <arning -ystem. 4t allows you to pinpoint an5 monitor wea: points in your logistical processes. &he 1arly <arning -ystem helps you to promptly i5entify e6ceptional situations that can lea5 to problems in your processes.
!C" -2P 2'
LO710
12
10.13
Perio$ic nalysis
7nfo structures
(summariAe$ $ata)
'ail
'ail
4%ceptionE
4%ception- No" of notifications Q 1 &he following e%ceptional situations were i$entifie$9endo# Mate#ial +otal noti!ications 2 +otal noti!ications 2 +otal noti!ications +otal noti!ications 6
1*
Adams Simpson :ay +ools G+S Inc.
SAP AG 1999
4n the 1arly <arning -ystem8 you use an e6ception to 5efine an e6ceptional situation. 2n e6ception contains an entry of characteristics or characteristic )alues !for e6ample8 )en5or8 material" an5 con5itions. Gou can 5efine con5itions as threshol5 )alues for :ey figures !for e6ample8 )en5ors with more than one notification". Gou can plan perio5ic e6ception analyses using 0obs an5 run them automatically in the bac:groun5. Gou can lin: follow9up processes to these perio5ic analyses !such as8 sen5ing a mail" that can be e6ecute5 when an e6ceptional situation occurs.
!C" -2P 2'
LO710
1.
10.14
S P 1usiness 7nformation ;arehouse (1;)
1usiness 4%plorer 1rowser

Presentation Preparation
;or9boo9s5 Queries
1; Online nalytical Processing System (OL P) 7nfoCubes
4%traction
Online &ransaction Processing System (OL&P)
Notifications
,5+
Source systems
Notification items
SAP AG 2003
&he -2P ,usiness 4nformation <arehouse !,<" is a 5ata warehouse containing consoli5ate5 information from internal an5 e6ternal sources. -2P ,< is preconfigure5 with information mo5els8 reports an5 tools for e6tracting an5 loa5ing 5ata automatically. &he Business Content information mo5els contain Queries8 - 16cel <or:boo:s8 4nfoCubes8 up5ate rules an5 transfer rules8 info ob0ects an5 >?. e6traction programs. &he following form an integral part of -2P ,<+ -2P >?. e6tractors !5ata selection in the >?. -ystem" -taging engine !5ata compression in ,<" OL2P engine !5ata selection in ,<" 25ministrator <or:bench !,< a5ministration" ,usiness 16plorer !presentation" *ata e6traction ta:es place perio5ically or Non95eman5N. 255itional -2P ,< courses+ ,<200 !,< O)er)iew"8 ,<20% !,< >eporting"8 ,<207 !,< >eporting anagement"8 ,<207 !,< <eb9>eporting"8 ,<210 !,< anagement"8 ,<220 !-2P OL&P 16traction"8 ,<.0% !,< >eporting V 2nalysis"8 ,<.10 !,< *ata <arehousing"8 ,<..0 !,< o5eling"8 ,<.#0 !,< *ata -taging"...
!C" -2P 2'
LO710
1#
10.1
;or9boo9 with 4mbe$$e$ Query
>our logo
Defect !nalysis ( Notifications

"(.ect Pa#t %ode %al.Bea#)Gee4 %ustome# 9endo# Mate#ial 'e!ect class P#o(lem code P#o(lem code :5<.+005* :5L 'P5* :5L 'P5+ :5<.+005+ :5<.1005+00 :5<.+00521 :5, 07O51 :5<.+0052 :5<.+0056 :5, 07O52 :5<.2005100 :5, 07O56 :5, 07O5:: "*e#all Result SAP AG 2003
Characteristics for the $rill$own
Pey figures
0efecti#e filaments :5L 'P5* :5L 'P5+ 1ase $amage$ Outsi$e of tolerance !lass scratche$ Casing bro9en !lass smashe$ 0irty @olume not a$3ustable 0ente$ 7nterference 'iscellaneous
Problem fre/uency 20.033H 20.033H 12.100H 0.333H 6.210H 6.210H 6.210H -.162H -.162H -.162H 2.003H 2.003H 2.003H 100"000L
!C" -2P 2'
LO710
1%
10.1%
;or9boo9 with 'S 4%cel !raphic
Quality )rowser
4%ample layout
Problem fre/uency
0H 1H 10H 11H 20H 21H
0efecti#e filaments :5L 'P5* :5L 'P5+ 1ase $amage$ Outsi$e of tolerance !lass scratche$ Casing bro9en !lass smashe$ 0irty @olume not a$3ustable 0ente$ 7nterference 'iscellaneous
SAP AG 2003
&he graphic shows a 5emo e6ample. 4t is not co)ere5 by the normal -2P support. Gou nee5 - 16cel?=isual ,asic e6perience to change the contents of the graphic. 2)ailable content for notifications in the ,< stan5ar5 !4nfoCubes".
!C" -2P 2'
LO710
1(
10.17
Comparison of 4#aluation Options
Original $ocuments
Q'7S
S P 1;
S S .
;or9list? &o.0o
SAP AG 2003
&ime rele#ance
. .
@isual presentation
Le#el of $etail
rea e#aluations
Company e#aluations
25)antages an5 5isa5)antages of each e)aluation option+ Original 5ocuments+ Co)ers a large )olume of 5ata8 an5 the system performance can be affecte5 in comprehensi)e e)aluations 2ll recor5e5 5ata can be rea5 an5 e)aluate5. 4f original 5ocuments ha)e alrea5y been archi)e58 they can be accesse5 using 2rchi)ing functions. Q 4Contains application9specific functions !this means that only Q 9rele)ant 5ata is e)aluate5". Gou can 5isplay original 5ocuments. Gou can run e6ception analyses. -2P ,< Contains cross9application functions !this means that 5ata from 5ifferent areas an5 systems can be e)aluate5. Pro)i5es a tool for employees at management le)el. ,< e)aluations are in report form with a )ariable time9reference+ onth8 wee:8 $uarter8 an5 so on.
!C" -2P 2'
LO710
17
10.1&
4#aluations- 2nit Summary
>ou can use /uality notification lists as wor9lists" &he selection $ata an$ the $ynamic list structure allow for
in$i#i$ual e#aluation of the /uality notification $ata"

&he Quality 'anagement 7nformation System (Q'7S)
forms part of the Logistics 7nformation System (L7S)"

>ou can set up your own analysis structures by lin9ing
/uality notifications to the Q'7S"

0ata from notification processing or $efects recor$ing is
up$ate$ e#ery time you sa#e"

&he S P 1usiness 7nformation ;arehouse allows you to
pro$uce management reports of presentation /uality"
SAP AG 2001
!C" -2P 2'
LO710
13
10.1'5,aluations 5$ercises
!C" -2P 2'
LO710
17
!C" -2P 2'
LO710
20
<nit) 5,aluations :o"ic) 4or3lists

2t the conclusion of this e6ercise8 you will be able to+ /se the wor:lists as an alternati)e to the wor:flow *escribe the options for configuring lists !selection an5 5isplay )ariants" Gou use the lists for notifications as wor:lists.
191
<or:list for tas:s 19191 Create your own personal wor:list for tas:s. /se the Re=uired start/end date for the notification as a control for the monitor. -tructure the list accor5ing to your own re$uirements. -ort the list in 5escen5ing or5er by material. 19192 Complete all outstan5ing tas:s that are assigne5 to you.
192
<or:list for notifications 19291 Create your own personal wor:list of notifications. -elect all the notifications8 in which you are assigne5 as coor5inator. o5ify the contents of the list to suit your re$uirements. 19292 Call the :ra!hic function for the material column. 1929. Complete the notification.
!C" -2P 2'
LO710
21
10.205,aluations +olutions
!C" -2P 2'
LO710
22
!C" -2P 2'
LO710
2.
<nit) 5,aluations :o"ic) 4or3lists
191
<or:list for tas:s

1C1C1 *ogistics Quality Management Quality Notification +or,list -as, Change Data In t&e Coordinator !ield; ente# you# g#oup name. /se t&e !ieldC#elated input &elp !o# t&e Reference field for monitor to select t&e ent#y Re.uired start/end and t&en c&oose t&e E$ecute pus&(utton. %&oose t&e Change layout pus&(utton to st#uctu#e t&e list acco#ding to you# pe#sonal #eDui#ements. Include t&e Material !ield in you# layout. Select t&e Material column and c&oose t&e 0ort in descending order pus&(utton.
1C1C2
Select you# tas4s and c&oose t&e pus&(utton -as,s1 %&oose t&e Complete tas,s pus&(utton and sa*e you# data.
192
<or:list for notifications

1C2C1 *ogistics Quality Management Quality Notification +or,list Notification Change Data In t&e Coordinator !ield; ente# you# g#oup name and c&oose t&e E$ecute pus&(utton. %&oose t&e Change layout pus&(utton to st#uctu#e t&e list acco#ding to you# pe#sonal #eDui#ements. Include t&e Material !ield in you# layout.
1C2C2
Select t&e Material column and c&oose t&e 2raphic111 pus&(utton.
1C2C3
Select you# noti!ications and c&oose t&e pus&(utton Notification1 %&oose t&e Complete111 pus&(utton and sa*e you# data. Speci!y ?&et&e# t&e p#o(lem ?as caused inte#nally o# eFte#nally.
!C" -2P 2'
LO710
2#
11
Solution 0atabase Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario 2se in @arious
pplications 2sers an$ $ministrators Structure of Solution 0atabase Solution 0atabase for Notification Search ,e/uest Proce$ure 2nit Summary
SAP AG 2001
!C" -2P 2'
LO710
11.2
Solution 0atabase- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to Create a /uality notification for a problem an$ call up the solution $atabase Search for symptoms? solutions an$ tas9s for the problem Copy selecte$ tas9s into the /uality notification
SAP AG 2001
!C" -2P 2'
LO710
11.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
!C" -2P 2'
LO710
11.4
Solution 0atabase- 1usiness Scenario
Symptoms
Solutions
SAP AG 2001
<hen processing complaints in your company8 it is important from a $uality assurance point of )iew to process problems $uic:ly an5 efficiently. 4n this way8 your company can a)oi5 incurring costs cause5 by 5etaile5 analysis of 5efects an5 5etermination of tas:s. 4f your company has a tool that sa)es8 manages an5 $uic:ly recalls the symptoms of common problems an5 their solutions8 you can process notifications more easily. &he solution 5atabase that is integrate5 in the -2P system pro)i5es you with a fast8 efficient way of searching for appropriate solutions when processing notifications.
!C" -2P 2'
LO710
11.
2se in @arious pplications
""" Buman resources Customer ser#ice Customer self.ser#ice <inancial ccounting Quality management
S P ,5+ Solution $atabase
Symptoms
Solutions
SAP AG 2001
&he solution 5atabase can be use5 in )arious 5ifferent in5ustry sectors+ Chemical an5 pharmaceutical ;ealth ser)ice ;igh9tech in5ustry 2utomoti)e in5ustry 'o)ernment bo5ies?public ser)ices /tilities?telecommunications 2s a )ariety of information can be maintaine5 in the solution 5atabase8 it can be use5 by 5ifferent application components !for e6ample8 for complaints processing in $uality assurance8 for help5es: an5 call center solutions or for sales support etc.".
!C" -2P 2'
LO710
11.%
2sers an$ $ministrators
<iel$ sales representati#e Office wor9er
'ser
""" Customer ser#ice cler9
'ar9eting representati#e
Quality assurance representati#e
Customer
S P Solution 0atabase
0atabase a$ministrator
&echnical e%pert
!dministrators
SAP AG 2003
&he solution 5atabase is+ /se5 by 5ifferent people to sol)e )arious problems aintaine5 by a5ministrators an5 technical e6perts in their fiel5 &here are se)eral a5)antages to using the solution 5atabase+ 2)oi5s re5un5ant 5ata storage -hort response times ultilingual capability !suitable for all 4n5o91uropean languages8 such as8 1nglish8 'erman8 Arench8 >ussian etc." -earch is base5 on te6t !in5i)i5ual :ey wor5s8 partial phrases8 phrases8 complete sentences8 paragraphs or 5ocuments" 4nformation is foun58 e)en if te6t entere5 is not grammatically correct No wil59car5 entries !O"8 or logical operators !an5?or" are nee5e5 for the search
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11.7
Structure of Solution 0atabase
Solution 0atabase
Search engine ($ocument search)
Corpus Symptom ,anguage '7 ,anguage 7 Solution ,anguage '7 ,anguage 7 Symptom
&ables Symptom recor$s
Corpus compiler
Solution
&ables Solution recor$s
(&e%t in$e%ing)
0 a t a b a s e
SAP AG 2001
&he solution 5atabase comprises the following main components+ Corpus compiler !corpus U collection of 5ocuments" -earch engine !5ocument retrie)er" for the 5ocument search ,efore starting the actual search proce5ure8 the Corpus Compiler automatically generates a 5ictionary !Corpus" of all e6isting 5ocuments an5 weights them accor5ing to fre$uency an5 entropy !)olume of information containe5 in an information source that is controlle5 accor5ing to statistical laws". &he search engine recei)es a $uery from the user !in the form of :eywor5s8 whole te6ts or sentences etc.". &he information that the user enters is use5 by the search engine to pro)i5e te6ts from the Corpus that ha)e a similar sub0ect matter to the $uery.
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11.&
Solution 0atabase for Notification Processing
Quality notification Solution $atabase
Search engine
P#o(lem
Corpus ction bo% Symptom
Corpus Compiler 0
Symptom
a t a
Solution
Solution
b a s
0ata transfer to notification Bitlists

&as9s Solutions Symptoms
SAP AG 2001
<hen you want to create a notification8 enter a 5escription of the problem. <hen the solution 5atabase is calle58 the te6t you entere5 is forwar5e5 to the search engine. &his then searches for an5 lists te6ts that are the closest match. &hese te6ts are 5isplaye5 in hitlists !symptoms8 solutions8 tas:s". &he person processing the notification can choose the most appropriate symptoms8 solutions an5 tas:s an5 copy them into the notification.

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Search ,e/uest Proce$ure (O#er#iew)
4nter a problem $escription (can also be 9ey wor$) Call up solution $atabase using the action bo% in the notification 4nter a$$itional $etails if re/uire$-
1 2
Symptom type? application area? etc" ,eference ob3ect (material? e/uipment? etc") Catalogs an$ co$e group Bitlist of symptoms is $isplaye$ Choose symptom 0isplay solutions for symptoms selecte$ 0isplay tas9s for solutions selecte$ Copy tas9s into the /uality notification
Processor of notification
6 *
Symptoms
8
Solutions
7 =
SAP AG 2001
Once you ha)e entere5 the symptoms !for e6ample8 te6ts8 catalog entries"8 you can search for symptoms that alrea5y e6ist in the 5atabase8 to i5entify whether the same or similar information has been entere5. &he system uses a fuBBy search to search for symptoms in the symptom corpus. &he system 5isplays the correspon5ing symptoms an5 solutions.
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11.10
Creating a Quality Notification
2
Create Notification: Customer Complaint Calling up the solution $atabase
Solution $atabase
1
4ntry of problem $escription
Create notification Log telephone call Create return $eli#ery Create internal note
Sunroof $efecti#e
@ollo?Cup !unctions in action (oF
SAP AG 2001
2s the first step8 you enter the 5escription of the problem as the sub0ect. &hen you call up the solution 5atabase using a follow9up function in the action bo6.
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11.11
Search for Symptoms
Sunroof $efecti#e
'esc#iption 'aterial
%ode O1U&>P
%ode
Symptom number
Solution number
+ 6
4ntry of a$$itional informationContinue with

SAP AG 2001
0etails of symptom ,eference ob3ects
Catalogs5co$es
2 5ialog bo6 appears to help you search for symptoms. ;ere you can enter a55itional information to restrict your search+ *etails of symptom >eference ob0ects !such as material or e$uipment" Catalogs8 co5e groups8 co5es 4f you :now the number of a particular symptom or solution8 you can also enter this here.
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11.12
0isplaying an$ Selecting Symptoms
Number of Solutions ssigne$ to the Symptoms Selecte$ 'esc#iption Sunroof win$er 3amme$ ;hen trying to open sunroof Sunroof stic9s when opening Sunroof stic9s when closing ,i /se n4 .. Sy =itlist.. 'e s
Choose symptom
8
SAP AG 2001
Choose continue to $isplay solutions
Once you ha)e confirme5 the search for symptoms8 the system 5isplays all symptoms that most closely match the search criteria. Gou can now select one or more symptoms an5 5isplay the rele)ant solutions.
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11.13
0isplaying an$ Selecting Solutions
Number of Solutions ssigne$ to the Symptoms Selecte$ 'esc#iption &he gui$e may be"" ,i n4 .. Solution Sol Sol.. 100002019 :R 01
Choose solution
=
SAP AG 2001
Choose continue to $isplay tas9s
2 5ialog bo6 appears with suitable solutions for the symptoms. Gou can now select one or more solutions an5 5isplay the rele)ant tas:s. Gou can call up the 5etail screen for the solution. -olutions can contain 5escriptions as well as attachments containing 5ocuments !such as8 <or5 5ocuments8 graphics etc." or lin:s to intranet?4nternet pages !/>L".
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11.14
0isplaying an$ Selecting &as9s
Number of &as9s ssigne$ to the Selecte$ Solutions 'esc#iption ,eplace gui$e with part 12!B ,i n4 .. %ode %d %.. 100002019 :R 01
Select tas9(s)
SAP AG 2001
2 5ialog bo6 appears with suitable tas:s for the solutions. Gou can select one or more tas:s an5 copy them into the notification. Once the search has been complete5+ 2 lin: to the notification is create5 for the symptoms you selecte5 2 lin: to the notification is create5 for the solutions you selecte5 &he calling up of the solution 5atabase is logge5 as an acti)ity in the notification
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11.1
Solution 0atabase- 2nit Summary
&he solution $atabase enables you to fin$ the solution to a
problem that has been recor$e$ in a notification /uic9ly an$ easily"

7n the solution $atabase? you can search for symptoms?
solutions an$ appropriate tas9s"

>ou can ma9e re/uests using a te%t search (without wil$ .
car$ entries or logical operators)"

>ou ma9e rele#ant settings in CustomiAing to use the
solution $atabase"
SAP AG 2001
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11.1% +olution .atabase) 5$ercises

<nit) +olution -atabase :o"ic) +olution -atabase
2t the conclusion of this e6ercise8 you will be able to+ Create new symptoms an5 solutions
Gou use the solution 5atabase to pro)i5e support for the customer o)er the telephone.
191
Create symptom an5 solution Create a new symptom. &ype of symptom+ PC Pro2lem -elect a type of 5amage an5 perform the assignment. 1nter a suitable 5escription for the symptom. 1nter your group number in the te6t. 2ssign the symptom to the symptom category >ardware. 2ssign the material number $'#Q0?? as the ob0ect. >elease the symptom. Create a suitable solution for this symptom. &ype of solution+ PC Solution 1nter a solution te6t. 2ssign two suitable tas:s. 2ssign the />L www.sap.com as an attachment. >elease the solution. -a)e the symptom an5 the solution.
192
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&e6t in5e6 Create the te6t in5e6 for the new symptoms an5 solutions.
LO710 1(
19.
Notification with solution search &est your settings by creating a notification of notification type Q-. aterial+ -ol59to9party+ Coor5inator+ :!0Q3BB 2ustomer 1033 LO710!BB
Call up the solution 5atabase !5atabase of notes" using the action bo6. -earch for suitable symptoms. -elect your symptom an5 search for the correspon5ing solution. Copy your solution into the notification. <hat happensJ -a)e the notification.
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11.17 +olution .atabase) +olutions
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<nit) +olution .atabase :o"ic) +olution .atabase
191
Create symptom an5 solution

*ogistics Quality Management Quality Notification 0olution Data"ase Edit
2reate +ym"tom+ Choose the Create sym!tom pushbutton. 1nter PC in the Sym!tom $y!e fiel5 an5 confirm your entry. 1nter the following 5ata an5 then confirm your entries+ =iel- Name Co5e symptom+ *escription+ -ymptom category+ Calue -elect a co5e *escription an5 your group number ;
Choose the ,23ect tab page an5 then choose the #dd a 2usiness o23ect pushbutton. Choose the ob0ect type Material an5 then choose Continue. On the screen that appears8 enter the material &92Q.KK an5 confirm your entry. Choose the Release pushbutton !green flag". Choose the Create and lin* a solution pushbutton in the application toolbar. 1nter the following 5ata an5 then confirm your entries+ =iel- Name -olution type
'esc#iption
Calue PC
7nte# a desc#iption
In t&e application tool(a#; c&oose t&e !dd tas,s under the selected node pus&(utton. Select t?o suita(le tas4s and c&oose t&e Copy pus&(utton. In t&e application tool(a#; c&oose t&e !dd attachments under the selected node pus&(utton; t&en c&oose !ttachment 3 nternet !ddress and con!i#m you# ent#y. 7nte# t&e !ollo?ing data< <iel$ Name 'esc#iption Inte#net @alue SAP ???.sap.com
%on!i#m you# ent#ies t?ice. %&oose t&e Release pus&(utton and sa*e you# data.
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1.2
Logistics Quality Management Quality Notification Solution ata2ase Index Confirm the proposals on the entry screen.
19.
Logistics Quality Management Quality Notification Create /se the fiel59relate5 input help to select the notification type Q1 an5 confirm your entry. 1nter material &92Q.KK an5 the customer 10.. an5 confirm your entries. 4n the action bo68 choose the follow9up function Solution data2ase8 enter a search te6t that 5escribes your problem !for e6ample8 PC is not wor:ing"8 an5 then choose the #dd sym!tom detail criteria pushbutton. 1nter the following 5ata an5 then confirm your entries+ =iel- Name -ymptom type+ -ymptom category+ Calue PC ;
Choose ,@ to start the search for a solution. -elect the symptom that you create5 earlier an5 choose the Search for solutions assigned to selected sym!toms pushbutton. -elect a solution an5 choose the Search for tas*s assigned to selected solutions pushbutton. -elect one of the solutions foun5 an5 choose Lin* the selected solutions. &he selecte5 tas:s are copie5 into the notification. -a)e your notification. 1nter PL #10!BB as the coor5inator.
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12
CustomiAing Contents 2nit Ob3ecti#es Course O#er#iew 0iagram 1usiness Scenario Settings for Notification &ypes 0efining Screen
reas Partners 7nclu$e$ in a Notification Priorities ction 1o% Print Control Status Profile <iel$ Selection 2nit Summary
SAP AG 1999
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CustomiAing- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to Create a new notification type for /uality notifications an$ ma9e settings relating to this notification type 0efine follow.up functions for the action bo% 0escribe the in$i#i$ual steps that are re/uire$ to ma9e the print control settings 'a9e the remaining settings for /uality notifications using the 7mplementation !ui$e (7'!)
SAP AG 1999
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12.3
1 2 + 6 * 8 7
= : 10 11 12 1+
Q' Or$er
4#aluations
Solution 0atabase
CustomiAing
Support Line <ee$bac9
SAP AG 2001
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12.4
CustomiAing- 1usiness Scenario
Configuration <le%ibility OptimiAation
CustomiAing
SAP AG 1999
Gou use the CustomiBing transactions to mo5ify the $uality notification functions to meet your company@s re$uirements. Gou can for e6ample+ *efine your own notification types !in a55ition to those that are 5eli)ere5 with the stan5ar5 system" -tructure the screen content that is 5isplaye5 in notification processing *efine follow9up functions that you can e6ecute in complaints processing Configure the printing of shop papers *etermine whether relate5 notifications are to be 5isplaye5 !an5 if so8 whether the 5ata is to be rea5 from the Logistics 4nformation -ystem or from original 5ocuments"
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CustomiAing Settings for Quality Notifications
Notification types an$ parameters Partners Priorities an$ priority types ction bo%5follow.up functions Catalogs5catalog profiles ,esponse time monitoring <ollow.up actions for tas9s Print control List $efinition Status Profile <iel$ selection 0efects recor$ing5classification
SAP AG 2001
Gou nee5 to perform se)eral CustomiBing acti)ities for $uality notifications. &his unit 5eals with the acti)ities mar:e5 with a blue arrow. Gou can fin5 information on the other CustomiBing acti)ities in the 4mplementation 'ui5e !4 '"8 or some acti)ities ha)e alrea5y been co)ere5.
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Notification &ypes- CustomiAing (1)
Control for long te%ts Quality notification Notification origin 7nitial screens Screen areas an$ tab pages
Screen control
Notification type
Parameters for Q' or$er Number assignment Catalog Profile Partner function Nonconformity #aluation
7nter#al Catalogs
SAP AG 2003
4n the -2P -ystem8 notifications are assigne5 to the in5i)i5ual application components using the notification type. Gou use the in5i)i5ual notification types to+ *efine 5ifferent classes of $uality notifications -elect notifications Gou specify the business purpose of the $uality notification when you 5efine the notification type. Gou use the notification origin to 5efine whether the notification type is customer9relate58 )en5or9 relate58 or internal. &he notification origin affects the appearance of the screensH it 5oes not affect the options for follow9up processes.
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Notification &ypes- CustomiAing (2)
IMG< Quality Management CI Quality oti!ications 1) .Q Notification Creation .Q Notification &ypes a6 'e!ine oti!ication +ypes< e? ent#ies< Speci!y noti!ication type
(6 'e!ine um(e# Ranges CI Maintain num(e# #ange 2roups< In t&e Not assigned section; select ne? noti!ication type and c&oose num(e# #ange g#oup. %&oose t&e Assign element/group pus&(utton c6 'e!ine Sc#een +emplates CI 'e!ine t&e sc#een a#eas and ta( pages< @o# t&e ne? noti!ication type; c&oose Notification Header; Simplified View; and Extended View in seDuence. In t&e eFtended *ie?; you de!ine ta( pages. Select t&e #eDui#ed ta( page; acti*ate it 5ta( page (utton in t&e ta(st#ip a#ea6; and assign sc#een a#eas. d6 Allo?ed %&ange o! oti!ication +ype CI e? ent#ies< 7nte# ne? noti!ication type and t&e allo?ed ta#get noti!ication types. A ta#get noti!ication type can stem !#om a di!!e#ent noti!ication type t&an t&e ne? noti!ication type. 2) .Q Notification Creation .Q Notification Content a6 %atalogs and %atalog P#o!iles !o# oti!ication +ype< Assign +) .Q Notification Creation .Q Partners a6 'e!ine Pa#tne# 'ete#mination P#ocedu#es CI Assign pa#tne# dete#mination p#ocedu#e to noti!ication type< Select suita(le pa#tne# dete#mination p#ocedu#e 5i! necessa#y; c#eate one6; t&en assign pa#tne# #oles to noti!ication type 6) .Q Notification Processing .Q ,esponse Control a6 'e!ine P#io#ities CI P#io#ity type !o# noti!ication type< Select a suita(le p#io#ity type 5i! necessa#y; c#eate one6
SAP AG 2003
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CustomiAing- 0efining Screen reas
Notification screen
CustomiAing of notification type (tab page processing)
Sub3ect
<unction (Screen area 1) cti#ity cat" &ab (Screen area 2) &abstrip control &ab hea$er (Screen area +) 7con &ab Screen area (Screen area 6) Screen area 1 Screen area 2 Screen area + Screen area 6 Screen area * 0-0 036 021 031 001 ,eference $ocuments Contact person with $etail $ata Note on relate$ notifications Sub3ect an$ long te%t ,eference ob3ect Su(.ect I%" A%R7A+7A+7K+ = 10J+A:01
SAP AG 2003
Gou can freely structure the screens that are 5isplaye5 5uring notification processing in CustomiBing for the notification type. Aor each notification type8 you can 5etermine+ &he tab pages !tabstrips" that are to be 5isplaye5 on the screen &he te6t that is to appear on in5i)i5ual tabs &he screen areas that are to appear on each tab page &he tab pages may be structure5 5ifferently for the create8 change or 5isplay functions.
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CustomiAing- 0efining &ab Pages
CustomiAing
Notification
CustomiAing
SAP AG 2003
Aor comple6 notification transactions8 you can 5efine tab pages an5 assign screen areas to these tab pages. Airst8 you shoul5 copy the settings from client 000 an5 chec: if the stan5ar5 setup of the screen templates is suitable to meet the re$uirements of your company@s $uality notification processes an5 functions. &hen8 you can optimiBe the settings for the tab pages an5 screen areas. Procee5 as follows+ Loo: at the a)ailable tab pages an5 screen areas an5 the fiel5s containe5 in them. Aor each notification origin8 you will nee5 a sample notification in which you can e6amine the screen areas. 2ssign the re$uire5 screen areas to the a)ailable tab pages an5 assign suitable titles to these tab pages. Note+ &he tab page 10D:01A is at hea-er le,el in the $uality notification8 an5 the tab page 20D:01A is at item le,el. &ip+ Chec: the effects of the settings you ma:e imme5iately in a separate session using the sample notification.
4f you ha)e not 5efine5 any screen areas for the rele)ant notification type before you create a notification8 the system will search for a notification type with the same notification origin in the stan5ar5 client 000 an5 will use the screen area settings of this notification type. Gou can transfer the stan5ar5 settings for the rele)ant notification type manually into the current client !transaction O4 N"
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12.10
ction 1o% (CustomiAing 1)- Plan <ollow.2p <unctions
O#er#iew of CustomiAing Steps for Structuring the ction 1o%1 2
0efine in$i#i$ual follow.up functions <or each follow.up function? $efine whether&he follow.up function is $epen$ent on another follow.up function 7t is only to be performe$ once? or se#eral times 7f necessary? $efine $epen$ent follow.up functions for follow.up functions or Send inte#im notice 5L6 Send !inal notice 5L6
4%ample of process with follow.up functions-
Send #eceipt o! con!i#mation
4N0
Send !inal notice 5L6
4N0
(*) = Follow up functions
SAP AG 2003
<hen processing a notification8 you can use the action bo6 to perform )arious functions that you re$uire by simply clic:ing them with the mouse. &hese functions are integrate5 in the action bo6 as in5i)i5ual follow9up functions an5 are 5ocumente5 as tas:s or acti)ities in the notification. -ome follow9up functions ha)e alrea5y been 5efine5 for each notification type in the stan5ar5 system. &hese can be transferre5 from client 000. Gou can 5efine your own follow9up functions in CustomiBing. Gou can 5efine the follow9up functions as follows+ 2s simple functions that can be performe5 repeate5ly an5 that are in5epen5ent of other follow9up functions. 2s part of a larger process. &hese follow9up functions are then 5epen5ent on other follow9up functions being e6ecute5 first an5 if re$uire58 may only be performe5 once. 4f you 5efine se)eral follow9up functions that belong to the same process an5 that are to be performe5 in a specific se$uence8 you must also 5efine appropriate rules for these follow9up functions.
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12.11
ction 1o% (CustomiAing 2)- Create <ollow.2p <unctions
&able @iew 4$it !oto Selection 2tilities System Belp
Change 4iew 5!cti6ities5: Details

e? ent#ies 'ialog St#uctu#e oti!ication types Acti*ities 'ep. !ollo?Cup !unctions @unction oti!ication type %ont#ol 'ata Scena#io So#t num(e# /sage and 'ocumentation @unction @unction module :us.t#ansaction /se# inte#!ace Icon Quic4 in!o Any *ie? 5c#eate; c&ange; display6 oti!ication and tas4 As acti*ity 'ocument telep&one call %ustome# %omplaint
QM06A@AAA%+I" A+7,7P=" %A,,A2
I%" AP=" 7 'ocument telep&one call
%oding !o# gene#ated tas4)acti*ity %ode g#oup %ode QMCG1 Gene#al actions !o# custome# complaints +elep&one call
Rules 'ependent !ollo?Cup !unction "nly pe#!o#med once
Rules
SAP AG 2003
On the 5etail screen8 you 5efine+ &he function mo5ule that is to be calle5 when the follow9up function is e6ecute5 <hether the follow9up function is to be 5ocumente5 as a tas: or acti)ity8 or not 5ocumente5 at all in the notification <hether the follow9up function is to be 5isplaye5 in e)ery processing mo5e <hat )iew !e6ten5e5?simplifie5 )iew" the follow9up function is to be 5isplaye5 <hether the follow9up function is a)ailable 5uring notification an- tas: processing8 or whether it is 0ust a)ailable either in notification or tas: processing ;ow the follow9up function is to be 5efine5 in the action bo6 !icon8 te6t or both" <hich co5e group an5 co5e is to be entere5 for the generate5 tas: or acti)ity in the notification. Gou 5efine specific 5etails for a tas:+ <or:flow tas:s that are to be generate5 in con0unction with a follow9up function &he function mo5ule that is to be calle5 when you sa)e the notification Gou can use this function mo5ule to ma:e entries in or e5it the <or:flow container. &he status that is to be set for the generate5 tas: !such as8 release5 or complete5". >ules for the follow9up function !for e6ample8 how often you can e6ecute a follow9up function".
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12.12
ction 1o% (CustomiAing +)-0efine <ollow.2p <unctions
0ialog Structure cti#ities 0ep" follow.up functions llowe$ follow.up functions <P 0020 0023 Short te%t for co$e Send inte#im notice Send !inal notice
Notif" type<unction-
Q1 001*
Customer Complaint Sen$ confirmation of receipt
0epen$ent follow.up functions for the follow.up function MSen$ confirmation of receiptM
SAP AG 2003
2 5epen5ent follow9up function only becomes acti)e if it is e6plicitly allowe5 by another follow9up function. 4n our e6ample8 you must specify which follow9up functions are to be performe5 once the first follow9up function !N-en5 confirmation of receiptN" has been e6ecute5 !for e6ample8 N-en5 interim noticeN or N-en5 final noticeN".
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12.13
Print Control- CustomiAing
0efinition of shop papers
Name? print program? form? $escription
Specification of printer
2ser.$epen$ent 0epen$ent on fiel$ contents
SAP AG 2003
4n CustomiBing for print control8 you assign all )ali5 shop papers to the notification type. Certain settings are containe5 in the stan5ar5 system for in5i)i5ual wor: areas. 4f you want to change the layout of the lists8 you shoul5 not change the stan5ar5 forms8 but shoul5 copy them un5er a new name an5 ma:e the changes in the newly9create5 forms. 4n a55ition8 you 5efine whether the shop papers are 5isplaye5 with selection in5icators when the print proposal is ma5e.

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12.14
Status Profile- CustomiAing
Status Profile 'aint" language Q'VN001 4N Quality notification profile 1 4nglish
llowe$ follow.up functions Stat" no"Status 1 2 3 I I+ R7, ,>' %A % Short te%t oti!ication p#epa#ed P#ocessing #eleased P#ocessing loc4ed oti!ication canceled L&e%t 7nit" st" LowestBigh"" Posi 1 2 3 1 1 1 1 P 1 1 1 1
SAP AG 2003
Quality notifications use the general status management functions for >?. ob0ects. 4n a55ition to the fi6e58 pre5efine5 system statuses in general status management8 you can 5efine your own status profiles8 to control the se$uence of particular processes. 16amples of such processes are N>elease a tas:N or NComplete a $uality notificationN. 2 status profile is assigne5 to a notification type. *ifferent status profiles are allowe58 5epen5ing on the notification type8 either for the notification as a whole or for in5i)i5ual tas:s. Gou can 5efine the user status for a status ob0ect by using the status profile. Gou use the status se$uence numbers to control the or5er in which the user status can be set. Gou can freely 5efine the user status within a status profile.
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12.1
<iel$ Selection
Screen groups Notifications . general screens Notifications . screen areas
o#
'o$ifiable fiel$s
0escription? material? $ates
7nfluencing fiel$s
2sage ob3ect (#alue) of mo$ifiable fiel$s e"g" notification type? priority
<iel$ representation

SAP AG 2003
4ntry fiel$.optional 4ntry fiel$.re/uire$ 0isplay fiel$ Bi$$en fiel$ Bighlighte$
&he fiel5s in a notification are combine5 in screen groups. &here are pre5efine5 mo5ifiable fiel5s for each screen group. &he attributes for each fiel58 such as !re$uire5 entry8 5isplay etc." can be selecte5 or 5eselecte5. 255itionally8 the settings for each fiel5 can be controlle5 using the N4nfluencing fiel5N function.
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1%
12.1%
Configuration (CustomiAing.;or9flow)
4$it organiAational structure
0epartment Position4mployee
0efine organiAational units
Perform CustomiAing relate$ to tas9s ssign stan$ar$ tas9s to organiAational units
Stan$ar$ tas9 0epartment
2
cti#ate e#ent lin9age &riggering e#ent
;or9flow template
SAP AG 2001
&o acti)ate the stan5ar5 wor:flow processes for notifications8 you must perform the tas:9relate5 CustomiBing proce5ures !assigning all the processors for the single9step tas:s an5 acti)ating the e)ent lin:age for multi9step tas:s".
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12.17
;or9flow Ob3ects for Quality Notifications
;or9flow template 26*00067 Process /uality notification 20008+ Complete tas9s 600086 Complete tas9s . new processor 2000=1 Process $efect recor$ 2000+* 7nformation- Quality notification create$ Stan$ar$ tas9s

26*0008= Process new notification 26*00088 Process notification 26*00087 Complete notification =+2+ Complete tas9s 20000+*2 Create notification from telephone call Stan$ar$ roles

172 Notification processor 176 &as9 processor 20000021 7ntereste$ party in notification
SAP AG 2001
&he following ob0ect types e6ist in the $uality notification area+ ,/-2073 !Quality notification" Q - !&as:"
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17
12.1&
CustomiAing- 2nit Summary
&he notification type controls the notification
origin? which partners can be entere$? the priorities a#ailable? whether a status profile is use$? an$ how the print control is set" >ou can use $epen$ent follow.up functions to optimiAe your processes" >ou can use the fiel$ selection an$ tab pages to a$apt the notification screens to suit your re/uirements"
SAP AG 1999
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12.1'2ustomi?ing 5$ercises
<nit) 2ustomi?ing :o"ic) 2ustomi?ing
2t the conclusion of this e6ercise8 you will be able to+ /se CustomiBing to structure the notification system to suit your nee5s One of the basic tas:s for the implementation of $uality notifications is to ma:e the re$uire5 CustomiBing settings for the notification system.
191
2nswer the following $uestions concerning CustomiBing for $uality notifications. 19191 2 contact person must always be entere5 when you create a customer complaint. ;ow can you achie)e thisJ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 19192 <hen creating customer complaints8 you want to refer to the sales or5er or 5eli)ery from which the complaint comes. Gou can 5o this by 5efining the correspon5ing initial screen in CustomiBing. <here 5o you ma:e this settingJ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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<hat is the correspon5ing initial screen calle5J LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1919. &he status profile Q LNL001 is use5 for internal problem notifications. <hich operations are prohibite5 by the user status 4N4&J LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL <hich user statuses may be set8 if the user status >1L is set for these notificationsJ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1919# Gou want to ha)e a log line in the long te6t for a notification8 to recor5 the author of that section of long te6t an5 when it was written. ;ow can you achie)e thisJ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL 1919% <here 5o you 5efine the layout of the 5etail screen for results recor5ingJ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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12.202ustomi?ing +olutions
<nit) 2ustomi?ing :o"ic) 2ustomi?ing
191
CustomiBing Notifications 1.1.1 $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management Quality Notifications Notification Creation Partners efine Partner etermination Procedure Choose #ssign Partner etermination Procedure to Notification $y!e% &he notification type Q1 is assigne5 to the partner 5etermination proce5ure Q1. 'o bac: an5 choose efine Partner etermination Procedure% -elect Quality Management an5 choose the pushbutton is!lay Partner% -elect the entry Q1 an5 5ouble9clic: on Roles in the etermination Procedure% 4n the contact person line8 the *an-atory Partner =unction in5icator is set. 19192 $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management Quality Notification Notification Creation Notification $y!es efine Screen $em!lates efine Initial Screens Call up the fiel5 help !A1 help" in the fiel5 Initial Screen% &he correspon5ing initial win5ow is +creen 0130. 1919. $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management Quality Notification Notification Processing Status Management Status Profile Maintain Status Profiles Choose the entry Q LNL0018 choose the pushbutton etail an5 5ouble9clic: on the user status 8N8:. -tatus 4N4& 5oes not allow you to+ Complete a notification
LO710 21
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Put a notification in process Put a notification in process again Choose the pushbutton )ac*% &he following user statuses can be set8 if the user status is set to A>11 for this notification !because the sort number of this status is higher than the sort number of the status A>11".
LC* Processing loc:e5 C2NC Notification cancele5 1919# $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management Quality Notifications Notification Creation Notification $y!es efine Screen $em!lates /ormat Notification Long $ext -elect the notification type Q1 an5 choose the pushbutton etail% &he in5icator Log line is set. 1919% $ools #ccelerated S#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management Quality Notifications efects Recording efine Confirmation Profile 4n the confirmation profile you 5efine which fiel5s shoul5 appear on the screen templates for 5efects recor5ing an5 whether these fiel5s must be fille5 with 5ata.
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13
S P Support 0es9 Contents Scenario for 2se Calling the Support 0es9 Processing of the Notification by 7n .Bouse Support
SAP AG 2003
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13.2
S P Support 0es9- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 2se the S P Support 0es9
SAP AG 2003
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LO710
13.3
1 2 + 6 * 8 7 =
: 10 11 12 1+ 16 1*
4#aluations
Solution 0atabase
Support 0es9
7nterfaces
!eneral <unctions
SAP AG 2003
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13.4
S P Support 0es9- 1usiness Scenario
1C Company
Customer (user of S P system)
7n.Bouse Support
Entry of pro"lem
SAP AG 2003
7ro"lem processing
&he -2P -upport *es: functions are containe5 in an easy9to9use tool an5 allow you to contact your in9 house support team 5irectly from the -2P system. &he -upport *es: has the following a5)antages for its users+
4t ma:e sit easier to create notifications+ &he users can create their notification using a simplifie5 notification screen an5 then sen5 it to their in9house support. &hey 5o not therefore nee5 to change systems to create the notification. 4t ma:es it easier for the responsible support unit to process notifications+ <hile the user is creating the notification8 the -2P -ystem automatically a55s important -2P -ystem 5ata that forms the basis for effecti)e processing. 4t impro)es the fee5bac: process+ /sers can create a notification at any time an5 forwar5 comments or $ueries. &his means that users are completely integrate5 in the fee5bac: process.
>ea5 note 1%.7#. before installing this function.
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13.
Calling the Support 0es9
Component
:% Que#y #elating to #elease upg#ade
Customer S P system
Short te%t Long &e%t
Que#y #elating to #elease upg#ade
SAP AG 2003
2s of >elease ..18 you can create a notification at any time in your system an5 sen5 $ueries8 problems or confirmations to your in9house support team. Gou create a notification with a short an5 long te6t. 2ll other 5ata that is re$uire5 to process the notification is supplie5 by the -2P -ystem an5 a55e5 to the notification !for e6ample8 installation number8 >elease8 current transaction8 support pac:age". &his information helps the 4n9;ouse -upport to respon5 $uic:ly an5 effecti)ely to the notification. &he information is in5epen5ent of the user an5 can be chec:e5 at any time 5uring the creation of the notification. Gou can call up the -2P -upport *es: functions by 5ouble9clic:ing the -2P logo or by choosing /elp 9M Create Support Message!
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13.%
Lin9 to 7n.Bouse Support
2ser 70 S S P system $ata
7n.Bouse Support
S P notification
Component Customer S P system Short te%t :% Que#y #elating to #elease upg#ade
Long te%t Que#y #elating to #elease upg#ade
SAP AG 2003
&o sen5 a notification8 you i5entify yourself with your user 4* an5 passwor5. 2n >?. notification is then create5 automatically in the 4n9;ouse -upport >?. -ystem !from >elease #.%,". &he 4n9;ouse -upport team can then process the notification in their >?. -ystem an5 inform you of the solution.
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13.7
S P Notification
Create Notification: R/8 Notification

ction bo% Sub3ect Sub3ect %oding 'esc#iption Long te%t Note &as9s Create note Log telephone call Create S P note Solution 0atabase
,5+ attribute Installation "pe#ating system 'ata(ase system @#ontend SAP System AddCon I' AddCon Release R)3 Release System type
SAP AG 2003
<hen processing notifications8 you can search for notes in -2PNet Gou can use the action bo6 to+ Call up the solution 5atabase to search for symptoms an5 e6isting solutions Create notes *ocument telephone calls Create -2P notes
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Support 0es9- 2nit Summary
&he Support 0es9 lets you create problem
notifications /uic9ly an$ easily" 7t also allows you to forwar$ these notifications to your 7n.Bouse Support" for the notification" &he Support 0es9 enters this $ata for you"
>ou no longer nee$ to enter the rele#ant system $ata
SAP AG 2003
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14
7nterfaces
Contents Customer 4nhancements 1usiness
pplication Programming 7nterfaces (1 P7s) 1usiness $$.7ns (1 $7s) Summary
SAP AG 2003
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LO710
14.2
7nterfaces- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 0escribe the options a#ailable for enhancements
to /uality notifications
4%plain communication using 1 P7s an$ 1 $7s
SAP AG 2003
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14.3
7nterfaces- 1usiness Scenario
Openness through interfaces
S P system
SAP AG 2003
&he -2P -ystem contains a range of preplanne5 interfaces that you can use in your company+ &he enhancement concept in the -2P -ystem enables you to a55 your own functions to the -2P stan5ar5 applications without ha)ing to mo5ify the -2P original applications. -2P creates customer enhancements for specific programs8 screens an5 menus within the stan5ar5 system. &hese enhancements 5o not contain any functions8 but merely act as Nhoo:sN8 on which to hang your own a559on functions. &here are ,2P4s !1usiness 0pplication Programming 8nterfaces" an5 ,254s !1usiness 05598ns" a)ailable8 that allow you to access the business 5ata an5 processes of the -2P -ystem from other application systems. &he 4nternet lin: for $uality notifications enables you to create complaints o)er the 4nternet. &his metho5 of processing re5uces time an5 effort when creating complaints an5 spee5s up the processing of problems.
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14.4
Program 4nhancements
'enu 1 'enu 2 'enu +
<unction 1 <unction 2 Create Notification: Customer Complaint Customer function <unction 6
'enu 4%it
<iel$ 4%it
<iel$ % <iel$ y
Screen 4%it
<unction mo$ule
Program 4%it
SAP AG 2003
&here are menu e6its8 screen e6its an5 program e6its a)ailable for $uality notifications+ enu e6its 255 new entries to the menus in the -2P stan5ar5 applications. &hese menu e6its allow you8 for e6ample8 to call up your own screens or trigger a55itional applications. -creen e6its 255 screens to the -2P stan5ar5 applications. -2P creates screen e6its by programming special subscreen areas into an -2P stan5ar5 screen. 2 customer9specific subscreen can then be calle5 from the stan5ar5 screen flow logic. Aunction mo5ule e6its 255 functions to the -2P stan5ar5 applications. Aunction mo5ule e6its play an important role for menu e6its an5 screen e6its. 4f8 for e6ample8 you a55 a new entry to the menu8 you can use the function mo5ule e6it to 5efine the acti)ities that are to be carrie5 out when the menu is acti)ate5. Aunction mo5ule e6its also control the 5ata flow between stan5ar5 programs an5 the fiel5s create5 in the screen e6its.
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14.
Customer 4nhancements (1)- Quality Notifications
Program 4%it
QQ' 0002 QQ' 000* QQ' 0008 QQ' 0007 QQ' 000: QQ' 001+ QQ' 0016 QQ' 001* QQ' 001= QQ' 001: QQ' 0020 QQ' 002= QQ' 002:
SAP AG 2001
uthoriAation chec9? when notification is accesse$ @ali$ity chec9 for status change utomatic tas9 $etermination 0efault #alues when a notification is create$ Pre$efine #alues for Q' or$er parameters 0efault #alues when a tas9 is create$ Chec9s before a notification is sa#e$ <6 help for the catalog- Pre$efine co$e group Set $ea$lines base$ on priority 0efault partner when creating a notification 0etermining 1O' usage at 1O' e%plosion Create notification from confirmation of pro$uction or$er Change of notification type
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14.%
Customer 4nhancements (2)- Quality Notifications
'enu 4%it
QQ' 000+ QQ' 0006 QQ' 0018 QQ' 0017 QQ' 0021 QQ' 0022 QQ' 002+ QQ' 0026
<unction co$e for notification <unction co$e for item <unction co$e for tas9 <unction co$e for acti#ity <unction co$es for notification <unction co$es for cause <unction co$e for item 0eacti#ating function co$es
SAP AG 2001
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14.7
Customer 4nhancements (+)- Quality Notifications
Screen 4%it
QQ' 0001 QQ' 000= QQ' 0010 QQ' 0011 QQ' 0012
Customer subscreen for notification Customer subscreen for item Customer subscreen for cause Customer subscreen for tas9 Customer subscreen for acti#ity
SAP AG 2003
/p to release #.(C8 you coul5 inclu5e a ma6imum of one customer subscreen in the notification hea5er for each notification type. &his subscreen was restricte5 to four lines. Arom release #.708 you can inclu5e one or more customer subscreens in the notification hea5er for each notification type. Gou can freely 5efine the siBe of these customer subscreens8 howe)er8 you must ta:e the total screen siBe into consi5eration. Arom release #.708 a secon5 screen area !Customer Su-screen 1>% Screen2Not!Type) 134%)) is a)ailable for the inclusion of customer subscreens in the notification hea5er in a55ition to the e6isting screen area 1Customer Su-screen 1)ne Screen2Not!Type) 1343))!
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14.&
Change Le#els
Customer $e#elopments
4nhancements
CustomiAing
Customer program
1 P 0;
,5+ business applications (S P stan$ar$)
'o$ification
,5+ 1asis System software
SAP AG 2003
Gou ha)e the following options for mo5ifying the -2P -ystem to your re$uirements+ 2ustomi?ing -etting system parameters using your own interface. Possible changes are therefore preplanne5 an5 organiBe5. CustomiBing is compulsory before the system goes li)e. 5nhancement conce"t 2hanges ma5e by the customer to -2P >epository Ob0ects without using mo5ifications. 2ustomer -e,elo"ments Customers create their own ob0ects within the customer namespace. *o-ification Changes ma5e to the -2P >epository Ob0ects by a particular customer. 4f -2P ma:es changes to its system8 the customer )ersion must be manually brought into line with the new -2P )ersion.
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Proce$ures- Customer @iew
4 P 4 4
Structure enhancement pro3ect from S P enhancements
4$it components of the enhancement pro3ect
<unction mo$ules 'enu entries Subscreens
0ocument the enhancement pro3ect
Customer $ocumentation
cti#ate the enhancement pro3ect

SAP AG 2001
cti#ate
Airst8 choose the -2P enhancements you want to implement8 using the pro0ect management function. Gou then a5apt the in5i)i5ual components to suit your nee5s !again using the pro0ect management function" an5 5ocument the enhancement pro0ect. Ainally8 you acti)ate the enhancement pro0ect !an5 with it all the components".
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14.10
Communication 2sing 1 P7s
Company
M1usiness pplication Programming 7nterfacesM
1 P7s
TCP/IP
1 P7s
Other business usage
Company 1
SAP AG 2003
Company C
2 ,2P4 is a 5efine5 programming interface for business applications to access business processes an5 5ata. Gou gain access using the metho5s for business ob0ects. &he -2P system is an Nopen systemN8 in which you can access applications using 5efine58 stan5ar5iBe5 interfaces. 1)en companies that use other business applications can communicate with the -2P applications using ,2P4s. ,2P4s are a)ailable for all -2P 5e)elopment platforms. QualityNotification !,/-2073" is the business ob0ect for the $uality notification area+ QualityNotification.'etCeyAigures &his ,2P4 5etermines the number an5 a list of relate5 notifications. Quality Notification CreateLAromL*ata 'etLCatalogLProfile 'etLListLAorLCustomer 'etL ateriallistLAorLCustomer
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14.11
7nterfaces- 2nit Summary
Customer enhancements allow you to change S P
repository ob3ects to suit your nee$s without ha#ing to mo$ify them"

Program e%its? menu e%its an$ screen e%its are
a#ailable for the /uality notification area"

0as S P system is an open system? in which you can
access applications using $efine$? stan$ar$iAe$ interfaces (1 P7s? 1 $7s)"
SAP AG 2003
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11
1
ppen$i% - @en$or 4#aluation
Contents 1usiness Scenario Score Le#els for @en$or 4#aluation Score for the Criterion KQualityK Calculating the Complaint Score Completing the Notification
SAP AG 2003
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LO710
1 .2
@en$or 4#aluation- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 0escribe the score le#els for the #en$or e#aluation 4%plain how the MQualityM score is ma$e up 2se the formula for calculating the complaint score
SAP AG 2001
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1 .3
@en$or 4#aluation- 1usiness Scenario
Quality Ser#ice Price 0eli#ery
SAP AG 2001
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1 .4
@en$or 4#aluation- Criteria
'ain Criteria ;eighting Subcriteria ;eighting Price le#el 1 2 Price beha#ior Other 1 !, inspection Complaint 2 u$it + Other 1 On.time $eli#ery 2 Qty" reliability + Stan$" ship" instrs Other 1 &echni/ue Other
Price 2* L
Quality 2* L
@en$or e#aluation
0eli#ery 2* L
Ser#ice 2* L
SAP AG 2003
&he total score represents the e)aluation of a )en5or. &his score is the sum of the scores that the )en5or recei)es for all the main criteria. &he scores for the main an5 subcriteria illustrate the performance of a )en5or in more 5etail than the total score. &he scores that the )en5or recei)es for the in5i)i5ual criteria can be of )arying importance for you. &his is e6presse5 by the weighting share.
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1 .
Subcriteria of the Score MQualityM
Quality score !, inspections #erage /uality score of all goo$s receipt inspections for the # en$or for the perio$ in /uestion
Quality score proportional to sales #olume is re$uce$ by the number of complaints against the #en$or for the perio$ in /uesti on
Quality
Quality score
SAP AG 2003
&he $uality score for goo5s receipt inspections is calculate5 as follows+ Q-c'> U ! -1 P -2 " ? ! n1 P n2 " -1 U -um of $uality scores for the inspection lots n1 U No. of inspection lots n2 U No. of 5eli)eries of a material with a $9info recor5 an5 without goo5s receipt -2 U n2 6 Q-c ma6 Gou can 5isplay this $uality score calculation for the )en5or8 for any material of the )en5or8 as well as for each inspection type for a material. &he au5it score can be calculate5 in the same way as the goo5s receipt score. ;owe)er8 you can o)erwrite the au5it score.
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1 .%
Calculating the Complaint Score
'a%
'a%
'in 100L R <actor 1
Nonconformity Sales
'in *0L R <actor 0"*
Nonconformity Sales
'a%
'in 10L R <actor 0"1
Nonconformity Sales
QSc R QSc min S (QScma% . QScmin) %

SAP AG 2003
<actor % Sales . Nonconformity <actor % Sales
Lowest Q score U Limit for the lowest Q score from table &Q-- !Customi5ing -> Quality Management -> Basic Settings -> Maintain Settings at Client 6evel) ;ighest Q score U a6imum Q score from table &Q-- !Customi5ing -> Quality Management -> Basic Settings -> Maintain Settings at Client 6evel) Aactor U PercentageH rele)ant share of business )olume for Q score calculation from table &1#7 !Customi5ing -> Materials Management -> Purc(asing -> 7endor "valuation -> efine Purc(asing )rgani5ation ata for 7endor "valuation) -ales U -ales by the )en5or for the chosen time perio5 an5 purchasing organiBation
Nonconformity U Calculate5 nonconformity costs U 1stimate5 nonconformity costs 6 number of notifications Gou maintain the estimate5 nonconformity costs in CustomiBing for notifications. No calculation of the $uality score is therefore necessary.
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Gou can control the selection of incoming notifications for the )en5or e)aluation with the help of the user e6it QL4,0002. Gou can use the user e6it QL4,0001 to influence the calculation of the $uality score.
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1 .7
,ele#ant 4lements for @en$or 4#aluation
Cause$ internally Cause$ e%ternally
Completing a notification
Notification origin- Q2 Complaint against a #en$or
@en$or e#aluation 'ain criterion MQualityM

SAP AG 2001
Only complete5 notifications with origin NQ2N an5 status Ncause5 e6ternallyN are use5 to calculate the $uality score.
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1 .&
@en$or 4#aluations
Bit Lists @en$or 4#aluation- !eneral
+otal 9endo#< Simpson 9endo#< Adams 9endo#< Mille# 90 020 P#ice 92 21 90 Qual. 90 92 26 'el. 93 00 2Se#*ice 01 01 0-
'aterial5'aterial !roup 4#aluations @en$or 4#aluation- !eneral

+otal 9endo#< Adams 9endo#< Mille# 020 P#ice 21 90 Qual. 92 26 'el. 00 2Se#*ice 01 0-
4#aluation Comparison @en$or 4#aluation- !eneral

+otal 9endo#< Simpson
SAP AG 2003
<or 'aterial
Se#*ice 01 +otal 00 P#ice 01 Qual. 93 'el. 92 Se#*ice 06
P#ice 92
Qual. 90
'el. 93
90
&he hit list sorts your )en5or by total score8 in 5escen5ing or5er. 4n this way you can see at a glance which )en5ors are among your best8 those who are a)erage8 an5 those who are below a)erage. &he list of e)aluations for the material or material group shows you a list of )en5ors8 with respect to a certain material or group of materials. /sing this list8 you can 5etermine the best )en5ors for 5eli)ering a particularly important material. &he e)aluation comparison is an e)aluation that compares the general e)aluation of the )en5or to the e)aluation of the same )en5or for 5eli)ering a certain material. &his e)aluation 5iffers from the other e)aluations8 since it gi)es you a more 5etaile5 analysis of a )en5or8 without ha)ing to compare him to other )en5ors. 4nstea58 the total e)aluation that is calculate5 from the scores for the 5eli)eries of all materials8 is compare5 to the e)aluation the )en5or woul5 ha)e obtaine58 if only one particular material forme5 the basis of the e)aluation.
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1 .'
@en$or 4#aluation- 2nit Summary
One of the main criteria in the #en$or e#aluation is
Quality1 &he subcriteria recei#e scores (/uality scores) from goo$s receipt inspections? au$its an$ complaints processing"
;hen the complaint score is calculate$? the #aluate$
/uality notifications for the #en$or are gi#en in relation to sales #olume"
Only complete$ notifications with origin Q9 an$
status caused e$ternally are use$ for the calculation of the complaints score"
SAP AG 2003
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10
1 .10Cen-or e,aluation 5$ercises

<nit) Cen-or 5,aluation :o"ic) Cen-or 5,aluation
2t the conclusion of this e6ercise8 you will be able to+ Calculate the Quality score for the )en5or e)aluation an5 un5erstan5 the contributing factors Gou want to fin5 out what score your )en5or recei)es for the criterion Quality.
191
Perform a )en5or e)aluation for the )en5or &9L702KK8 purchasing organiBation 1000. 19191 <hat score 5oes the )en5or recei)e for the subcriterion sho"floor com"laint8 that is part of the e)aluation criterion @ualityJ -core+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
192
Create a complaint against this )en5or. a:e a reference to the purchase or5er that the instructor will gi)e you. Complete the notification an5 ma:e sure that the status causee$ternally is set.
19.
Perform a new )en5or e)aluation for this )en5or. 19.91 <hat score 5oes the )en5or recei)e for the subcriterion sho"floor com"laintJ -core+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL
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11
19#
&ry to repro5uce the calculation of the score in the system. Lowest Q score+ Aactor+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL ;ighest Q score+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL -ales )olume+ LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL Nonconformity+ -core U
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LO710
12
1 .11Cen-or 5,aluation +olutions

<nit) Cen-or 5,aluation :o"ic) Cen-or 5,aluation
191
Perform a )en5or e)aluation for the )en5or &9L702KK8 purchasing organiBation 1000.
1C1C1 G&at sco#e does t&e *endo# #ecei*e !o# t&e su(c#ite#ion shopfloor complaint; t&at is pa#t o! t&e e*aluation c#ite#ion DualityM
Menu !ath. Logistics Materials Management Purchasing Master ata 4endor E+aluation Maintain =iel- name Purch. organiBation+ =en5or+ Menu !ath. Edit #uto%new e+aluation -core+ 100 5ntry 1000 &9L702KK
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LO710
1.
192
Create a complaint against this )en5or. a:e a reference to the purchase or5er that the instructor will gi)e you. Complete the notification an5 ma:e sure that the status causee$ternally is set. Menu !ath. Logistics Quality Management Quality Notification Create =iel- name Notification type+ 5ntry Q2
Purchasing 5ocument with item Menu !ath. Notification /unctions Com!lete 2lternati)ely BCom!leteC !ush2utton
19.
Perform a new )en5or e)aluation for this )en5or.

1C3C1 G&at sco#e does t&e *endo# #ecei*e !o# t&e su(c#ite#ion shopfloor complaintM
Menu !ath. Logistics Materials Management Purchasing Master ata 4endor E+aluation Maintain =iel- name Purch. organiBation =en5or+ Menu !ath. Edit #uto%new e+aluation -core+ 5ntry 1000 &9L702KK
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LO710
1#
19#
&ry to repro5uce the calculation of the score in the system. Menu !ath. $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management )asic Settings Maintain Settings at Client Le+el Lowest Q score+ ;ighest Q score+ Menu !ath. $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Quality Management Quality Notifications Notification Processing Nonconformity Costs 4aluation Nonconformity Costs for 4endor E+aluation Notification type+ Q2 Nonconformity+ Menu !ath. $ools #cceleratedS#P CustomiAing Pro3ect Management is!lay S#P Reference IM: Materials Management Purchasing 4endor E+aluation efine Purchasing ,rganiAation ata for 4endor E+aluation *etail screen for purchasing organiBation 1000 Complaints?re0ect le)el+ %0W 1000 /N4 1 100
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LO710
1%
Menu !ath. Logistics Logistics Controlling Purchasing Information System
Standard #nalyses 4endor

=iel- name Purchasing org+ =en5or+ 5ntry 1000 &9L702KK
*etermine sales !correspon5s to in)oice5 amount" U 66 /N4+ Aormula for calculation+ Note U 1 P !100 X 1" O ! 0.% O 66 /N4 9 1000 /N4" 99999999999999999999999999999999999 0.% O 66 /N4
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LO710
1(
1%
Contents 1asic terms Configuration 2se when processing /uality notifications Summary
SAP AG 2003
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LO710
1%.2
S P 1usiness ;or9flow- 2nit Ob3ecti#es
t the conclusion of this unit? you will be able to 0escribe the main elements of the S P 1usiness
;or9flow
0escribe the use of the S P 1usiness ;or9flow in the
processing of /uality notifications"

0escribe the basic CustomiAing acti#ities for the
;or9flow
SAP AG 2003
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LO710
1%.3
;or9flow- 1usiness Scenario
Complaints processing
SAP AG 2003
&he -2P ,usiness <or:flow is an important tool that enables you to structure an5 optimiBe the business processes in your company. Gou use the <or:flow to+ 2utomate the information an5 process flow Lin: tas:9relate5 but organiBationally separate wor: steps >eact $uic:ly an5 effecti)ely if 5efects ha)e been i5entifie58 or if an e6ceptional situation occurs &he a5)antages of the -2P ,usiness <or:flow for the management are+ 4mpro)e5 control of information8 5ea5lines an5 costs Ale6ible alteration of processes8 organiBational structures an5 in5i)i5ual tas:s

-2P pro)i5es numerous wor:flows that represent pre5efine5 business processes. Gou can use these wor:flows without comple6 implementation proce5ures. 1n5 users recei)e information about the acti)ities they ha)e to perform in the N,usiness <or:placeN. &his gi)es them a central o)er)iew of all acti)ities they are authoriBe5 to perform. &hey can start processing their acti)ities 5irectly from this <or:place.
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LO710
1%.4
S P 1usiness ;or9flow . 1asic 4lements
Ob3ect ,epository
4#ent Creator
4#ent ,ecei#er
SAP AG 2001
&he following elements of the -2P ,usiness <or:flow play an important part in 5efining an5 e6ecuting a wor:flow+ Ob0ect >epository+ Complete 5irectory of all ob0ect types in the -2P -ystem !for e6ample8 materials8 or5ers8 in)oices8 notifications etc." 1)ent creator+ 1)ents that are nee5e5 by the system to initiate an5 control a wor:flow. 1)ent recei)er Program8 in which an e)ent is e)aluate5. 1ach e)ent contains information about the conte6t of its creation. &his information is a)ailable to the e)ent recei)er an5 can be use5 for e)ent9 controlle5 chec: an5 communication mechanisms. N1)entsN can be create5 from within an application component that cause the status of a business ob0ect to be change58 an5 as a result can trigger subse$uent responses outsi5e the application component.
&here are 5ifferent ways to create e)ents. Quality notifications use only the status management function an5 5irect call up for e)ent creation. *irect call up can ta:e place8 for e6ample8 in the 5efects recor5ing function when processing inspection lots. 2 prere$uisite for this is that a 5efect class has been assigne5 to the 5efect co5e entere5 an5 the N<or:flowN in5icator for this 5efect class has been set in CustomiBing.
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LO710
1%.
4#ent ,ecei#er
4#ent ,ecei#er
;or9flow template
(0efine$ by S P)
;or9flow tas9
(0efine$ by customer)
'ultistep tas9s
Stan$ar$ tas9
(0efine$ by S P)
Customer tas9
(0efine$ by customer)
Single.step tas9s
SAP AG 2001
&he <or:flow templates an5 stan5ar5 tas:s are 5esigne5 by -2P an5 are 5eli)ere5 with the stan5ar5 system. <or:flow tas:s an5 customer tas:s can be create5 by the customer. Gou 5efine the re$uire5 response to an e)ent using the e)ent9recei)er lin:age. 1)ents can start tas:s !single9 an5 multistep tas:s" or en5 wor:flows that are currently running an5 that are waiting for specific e)ents.
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LO710
1%.%
;or9flow Ob3ects for Quality Notifications
;or9flow template 26*00067 Process /uality notification 20008+ Complete tas9s 600086 Complete tas9s . new processor 2000=1 Process $efect recor$ 2000+* 7nformation- Quality notification create$ Stan$ar$ tas9s

26*0008= Process new notification 26*00088 Process notification 26*00087 Complete notification =+2+ Complete tas9s 20000+*2 Create notification from telephone call Stan$ar$ roles

172 Notification processor 176 &as9 processor 20000021 7ntereste$ party in notification
SAP AG 2001
&he following ob0ect types e6ist in the $uality notification area+ ,/-2073 !Quality notification" Q - !&as:"
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LO710
1%.7
Configuration (CustomiAing.;or9flow)
4$it organiAational structure
0epartment Position4mployee
0efine organiAational units
Perform CustomiAing relate$ to tas9s ssign stan$ar$ tas9s to organiAational units
Stan$ar$ tas9 0epartment
2
cti#ate e#ent lin9age &riggering e#ent
;or9flow template
SAP AG 2001
&o acti)ate the stan5ar5 wor:flow processes for notifications8 you must perform the tas:9relate5 CustomiBing proce5ures !assigning all the processors for the single9step tas:s an5 acti)ating the e)ent lin:age for multi9step tas:s".
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LO710
1%.&
;or9flow- 2nit Summary
&he S P 1usiness ;or9flow is base$ on three
elements- the ob3ect repository? the e#ent creator? an$ the e#ent recei#er" $ocuments an$ programming" using status management" stan$ar$ system" term"
4#ents can be triggere$ by status changes? change 7n /uality notifications? e#ents are primarily triggere$ @arious wor9flow templates are supplie$ with the &he processor of a tas9 must be a B, organiAational
SAP AG 2003
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LO710
17
ppen$i% 1- !eneral 7nformation
Contents <ollow.2p Courses with Course 0escriptions Supplementary 7nformation
SAP AG 2003
!C" -2P 2'
LO710
17.2
,ecommen$e$ <ollow.2p Courses
PL'60* Quality 7nspections PL'610 Quality Notifications PL'61* Q' in Procurement PL'620 Q' in 0iscrete 'anufacturing PL'621 Q' in the Process 7n$ustry PL'62* Q' in Sales an$ 0istribution5Quality Certificates
SAP AG 2003
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LO710
17.3
PL'60*- Quality 7nspections
Contents Q'.specific basic $ata (catalogs? master inspection characteristics? inspection metho$s? sampling proce$ures an$ $ynamic mo$ification rules) 7nspection planning (inspection plans? material specification? engineering change management) Quality inspections (inspection lot creation? results recor$ing? $efects recor$ing? usage $ecision) Stan$ar$ e#aluations of inspection results (7nformation System? results history? inspection reports)
&his course forms the basis for the $etaile$ courses on Q' funct ions in procurement? pro$uction an$ sales"
SAP AG 2003
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LO710
17.4
PL'61*- Q' in Procurement
Contents 7nspection processing for #arious types of goo$s mo#ements 7ntegration of Q' in purchase or$er processing Control options using the /uality information recor$ (such as releasing or bloc9ing #en$or) @en$or certificate processing Procurement $ocuments an$ certificates in the 7nternet 7n#entory management with Q' Q'.relate$ functions for manufacturer processing ;arehouse 'anagement an$ Q'
SAP AG 2003
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LO710
17.
PL'620- Q' in 0iscrete 'anufacturing
Contents 7ntegration of Q' in pro$uction processes 7nspection point processing with time or /uantity reference 2sing statistical process control (SPC) Processing inspections for pro$uction #ersions an$ e%ternal processing Processing of partial lots an$ goo$s receipts from pro$uction 'anaging test e/uipment an$ integration in Plant 'aintenance application component
&his course is aime$ at users from $iscrete or repetiti#e manufacturing" Course e%amples are base$ on routings an$ pro$uction or$ers" Course PL'621 is a#ailable for users from the process in$ustry"
SAP AG 2003
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LO710
17.%
PL'621- Q' in the Process 7n$ustry
Contents 1asics of the Classification System 1asics of batch management Sample management 7ntegration of Q' in the pro$uction process (master recipe? process or$er? P7 sheet) 1asics of certificate processing Q'.specific re/uirements in the process in$ustry ($igital signature? electronic batch recor$? batch $etermination)
&his course is aime$ at users from the process in$ustry"Course e%amples are base$ on master recipes an$ process or$ers" Course PL'620 is a#ailable for users from $iscrete or repetiti#e manufacturing"
SAP AG 2003
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LO710
17.7
PL'62*- Q' in Sales an$ 0istribution5Quality Certificates
Contents 7ntegration of Q' in Sales an$ 0istribution Planning an$ creating /uality certificates for finishe$ pro$ucts? inclu$ing materials from the pro$uction chain 7nspection processing for a $eli#ery inclu$ing inspection specifications from batch $etermination 7nspection specifications from the #ariant configuration Customer complaints an$ returns processing
Quality certificates are the focal point of the course" Course 1C680 pro#i$es a$$itional information on using S Pscriptto create forms? while courses PL'160 an$ PL'16+ $eal specifically with the #ariant configuration"
SAP AG 2003
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LO710
17.&
LO7*0- Q' Configuration an$ OrganiAation
Contents &echnical CustomiAing in Q' Customer enhancements in Q' <iel$ selection 4%amples of follow.up actions for the usage $ecision 4%amples of follow.up functions for the /uality notification S Pscript forms in Q' 7nterfaces (Q'.707? Q'.S&7? 1 P7s) Logical $atabases in Q' rchi#ing
&his course is aime$ at employees? who are familiar with the tec hnical implementation an$ support of the ,5+ Q' System"
SAP AG 1999
!C" -2P 2'
LO710
17.'
Bints
7f you are repeating the e%ercises at home? use the 704S $ata or your own $ata" >ou can fin$ a$$itional information about Q' on the 7nternet on our Q' homepage" >ou can also fin$ information about courses offere$ by S P on the 7nternet" >ou can fin$ information about Q' functions in the online $ocumentation" >ou can fin$ information about the implementation of Q' in the 7'! $ocumentation" >ou can fin$ out about new $e#elopments in Q' by rea$ing the release notes"
SAP AG 2003
!C" -2P 2'
LO710

LO710-V46c-En Problem Processing With Quality Notifications

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LO710 Problem Processing with Quality Notifications LO710

Release 630 01.10.2003

Lin:+ Quality Notification?Q -ettling a Q Q Q Cost >eport for Q

>?. >elease #.(C Duly 2001 %00#7.07

QM "#gani$ation and %on!igu#ation

,ecommen$e$ S P01 . S P O#er#iew

+&e P,M-10 cou#se is aimed at mem(e#s o! t&e p#o.ect team

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7nternet Ser#ice ,e/uest Q' Or$er

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Q' System in >our Company

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ppen$i% 1- !eneral 7nformation ppen$i% C SAP AG 2003

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Quality 'anagement'aterials 'anagement Pro$uction Planning

7ntegrate$ in the logistical processes of-

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&est 4/uipment 'anagement

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&he Q' component is integrate$ in the

logistical processes procurement? pro$uction an$ sales an$ $istribution"

internal an$ e%ternal problems"

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7nternet Ser#ice ,e/uest Q' Or$er

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Customer complaints Complaint against a #en$or

Company 7nternal problems

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Complaint against a #en$or

Problem notification from pro$uction

Shop floor complaint """

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0iagnosis 0efect analysis ,esearch cause Correcti#e tas9s Correcti#e acti#ities

7mme$iate tas9s 7mme$iate acti#ities

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7$entification 0escription 0efects Causes &as9s cti#ities (Q')

7nforming person responsible using S P 1usiness ;or9flow Quality assurance $epartment

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Quality notifications are use$ as a tool for

continuous process impro#ement"

create a /uality notification"

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7nternet Ser#ice ,e/uest Q' Or$er

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Problem notifications of a general nature 4/uipment malfunction reports cti#ity reports

Notifications for when there are $e#iations in pro3ects Neutral notifications

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7nternal problem notification

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Create Notification: Customer Complaint

1 Section of notification hea$er 2 Notification hea$er $ata

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