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Quote-to-Cash (Q2C)
Credit, collection and Invoicing (CCI)
FUNCTIONAL PROCESS DEFINITION DOCUMENT (FPDD)

06.02.01 MANAGE COLLECTION FOLLOW-UP
Version 1.1
5-Aug-2013
292320942.doc
Page 1 of 132
Document Control
Author(s)
Cristobal Fuentealba, Gunawan Lie
File Name
292320942.doc
Created on
09-Mar-14 09:28:00 AM
Last Edited on
Version
Number
Amendment
Number
Date
Description
Author
10-Jun-2013
Initial Draft
Cristobal
Fuentealba,
Gunawan Lie
25-Jun-2013
Draft
Cristobal
Fuentealba
01-Jul-2013
Updated Draft
Cristobal
Fuentealba
02-Jul-2013
QA Check
Ramya Krishna
03-Jul-2013
QA Check
Ramya Krishna
04-Jul-2013
Format review
Cristobal
Fuentealba
04-Jul-2013
QA Check
Ramya Krishna
05-Jul-2013
QA Check
Keah Sien Foo
08-Jul-2013
Amendment after NOL feedback
Cristobal
Fuentealba
23-Jul-2013

(First cycle)
Cristobal
Fuentealba
10
23-Jul-2013
QA review
Thao X. Nguyen
11
30-Jul-2013

(Second cycle)
Cristobal
Fuentealba
12
05-Aug-2013

(Third cycle)
Cristobal
Fuentealba
13
05-Aug-2013
QA Review
Nicole Tan
15-Aug-2013
Sign-Off Version
Wong Peck Wei
09-May-2014
Update FPDD according to the

updated solution
Cristobal
Fuentealba
Richlog 1911, 2021, 2060, 2062,

1737, 2013, 2016, 2022, 1695,
1694, 1696, 2061, 2228
292320942.doc
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SIGN OFF
The contents of this document have been reviewed and are consistent with the business
requirements. The signatures below constitute the acceptance of the projects deliverables for the
purpose of building/configuring the system. However, in the event that changes to the detailed design
of this document are required subsequent to the testing phase, or in order to be in sync with the other
modules and achieve the overall design and solution objective of the CCI project, the detailed design
of this document will be adjusted or modified accordingly (subject to APL and IBM PMO approval) and
the revised document will prevail.
Reviewed and Accepted By:
Name
Role
Angie Neo C F
Manager, Remodel
(CCI)
Jimmy Lai
Senior Manager
Remodel (CCI)
Wendy Ng Y S
Director, Finance
Compliance & Control
Rita Shah
Europe Regional Lead
Zach Dupree
Lead Analyst, A/R
Betty Jia
Manager, Finance,
GSSC
Lau Karen
Director, Regional
Finance, N Asia Logs
Tammy Woods
Director, Finance
Greg Denton
Director, Finance
Mike Wild
Manager, Account
Receivable Europe
Loo Hui Ping
Head GSC & KPC Fin

Chong Qing
Maricelle Ovares
Manager, A/R, GSSC
Jason Fung
Manager, Financial
System Project
Chan Soh Luan
Director, Asia Regional

Support
Wong Peck Wei
Project Manager, Credit

Collection & Invoicing
292320942.doc
Accepted Date (dd/Mmm/yyyy)
Page 3 of 132
Sign off By:

Name
Role
Ang Ee Teng
Director,
Services
Soh Kam Giap
Regional Financial Officer, South

Asia
Wright Wu
Regional Financial Officer, North

Asia
Ong Tuen Suan
Regional
Americas
Stephen Leong
Regional Financial Officer, Europe
Maggie Sim
Manager, Financial Accounting &

Reporting
292320942.doc
Financial
Financial
Approval Date
Approval Signature
(dd/Mmm/yyyy)
(filed as email)
System
Officer,
Page 4 of 132
TABLE OF CONTENTS
1.
1.1
1.2
2.
2.1
2.2
2.3
2.4
2.4.1
2.4.2
2.4.3
2.5
3.
3.1
3.2
3.3
3.4
4.
4.1
4.2
4.3
4.4
5.
5.1
5.2
5.3
5.4
6.
6.1
6.2
6.3
6.4
7.
7.1
7.2
7.3
7.4
8.
OVERALL OBJECTIVE
28
Scope Definition
28
Dependencies 28
LEVEL 3 PROCESS GROUP: 06.02.01 MANAGE COLLECTION FOLLOW-UP
Process Flowchart
29
Process Overview
210
Process Group List 211
Design Considerations
212
System platforms supporting collection specialist
Main concepts on collection management
213
Legacy concepts to be replaced by SAP
216
29
212
Security Considerations
216
LEVEL 4 PROCESS: 06.02.01.01 DETERMINE CUSTOMERS TO BE CONTACTED
218
Process Flowchart
218
Process Overview
219
Process Description 220
Security Consideration
228
LEVEL 4 PROCESS: 06.02.01.02 CONTACT CUSTOMER 229
Process Flowchart
229
Process Overview
229
240
LEVEL 4 PROCESS: 06.02.01.03 ENTER FOLLOW-UP DETAILS AND DOCUMENT
CUSTOMER CONTACT
241
Process Flowchart
241
Process Overview
241
244
LEVEL 4 PROCESS: 06.02.01.04 SEND REQUIRED DOCUMENTATION
(INVOICE/SOA/DUNNING LETTER) 245
Process Flowchart
245
Process Overview
245
252
LEVEL 4 PROCESS: 06.02.01.05 CREATE PROMISE TO PAY
253
Process Flowchart
253
Process Overview
254
263
LEVEL 4 PROCESS: 06.02.01.06 EXTERNAL COLLECTION
264
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8.1
8.2
8.3
8.4
9.
9.1
9.2
9.3
9.4
Process Flowchart
264
Process Overview
264
270
LEVEL 4 PROCESS: 06.02.01.07 DOCUMENT CUSTOMER INTERACTION AND
CLOSE WORK ITEM 271
Process Flowchart
271
Process Overview
271
274
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TABLE OF FIGURES
Figure 1: Collection strategy logic for ABR coming from BITs..............................................................22
Figure 3: Contract Account Collections Management data...............................................................27
Figure 4: Collection Unit Organizational Structure GFC Costa Rica..............................................28
Figure 5: Collection Unit Organizational Structure EARS..............................................................29
Figure 7: Collection Unit Organizational Structure GSC Chong Qing............................................31
Figure 8: Collection Unit Organizational Structure GFC KL....................................................32
Figure 9: Collection Unit Organizational Structure Individual Countries (Poland, Bahrain,
Brazil, etc)........................................................................................................................................... 33
Figure 10: Collection specialist derivation logic for work-items (Manager Assignment).......................35
Figure 11: Collection specialist derivation logic for work-items (Pool Assignment)..............................36
Figure 12: Collection specialist derivation logic for work-items (Specialist assignment) ......................37
Figure 13: Collection specialist derivation logic for work-items (Temporary specialist assignment) .....38
Figure 14: Collection specialists work-list............................................................................................ 44
Figure 16: Work-item documents section........................................................................................ 46
Figure 18: Work Item - invoice list section........................................................................................... 48
Figure 19: Search for work-items......................................................................................................... 49
Figure 21: Work-item set to For Resubmission..................................................................................55
Figure 23: Invoice list........................................................................................................................... 61
Figure 25: Invoice details..................................................................................................................... 63
Figure 27: Documents attached to E-mail.......................................................................................65
Figure 28: Promise to Pay list.............................................................................................................. 70
Figure 29: Promise to Pay creation Option 1: selection of invoices (Step 1).....................................73
Figure 31: Promise to Pay creation Option 2: selection of AR line items (step 1) .............................75
Figure 32: Promise to Pay creation Option 2: selection of AR line items (step 2) ....................76
Figure 34: Release to external coll. Option 1: Select invoices to release for external collection from
FCC (step 1)........................................................................................................................................ 83
Figure 35: Release to external coll. Option 1: Select invoices to release for external collection from
FCC (step 2)........................................................................................................................................ 84
Figure 36: Release to external coll. Option 2: Select AR line items to release for external collection
from FCC............................................................................................................................................. 85
Figure 37: Select items to release for external collection and select external collection agency from
ECC..................................................................................................................................................... 86
Figure 38: Recall submitted items.................................................................................................... 87
Figure 1: Collection strategy logic for ABR coming from BITs................................................................2
Figure 3: Contract Account Collections Management data.................................................................2
Figure 4: Collection Unit Organizational Structure GFC Costa Rica................................................2
Figure 5: Collection Unit Organizational Structure EARS................................................................2
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Figure 7: Collection Unit Organizational Structure GSC Chong Qing..............................................2

Figure 8: Collection Unit Organizational Structure GFC KL......................................................2
Figure 9: Collection Unit Organizational Structure Individual Countries (Poland, Bahrain,
Brazil, etc)............................................................................................................................................ 2
Figure 10: Collection specialist derivation logic for work-items..............................................................2
Figure 12: Work-item main section.................................................................................................... 2
Figure 14: Work item collection history section...............................................................................2
Figure 16: Search for work-items........................................................................................................... 2
Figure 18: Work-item set to For Resubmission....................................................................................2
Figure 20: Invoice list............................................................................................................................. 2
Figure 22: Invoice details....................................................................................................................... 2
Figure 24: Promise to Pay list................................................................................................................ 2
Figure 25: Promise to Pay selection of line items (UPDATE SCREENSHOT)....................................2
Figure 26: Promise to Pay details....................................................................................................... 2
Figure 27: Promise to Pay display...................................................................................................... 2
FCC....................................................................................................................................................... 2
ECC....................................................................................................................................................... 2
Figure 30: Update work-item with result and comments (UPDATE SCREENSHOT).............................2
Figure 1: Collection strategy logic for ABR coming from BITs (UPDATE FIGURE)..............................21
Figure 2: Collection strategy logic ABR fixed assignment at contract account .....................................22
Figure 3: Collection Unit Organizational Structure............................................................................25
Figure 5: Collection specialists work-list (Add cluster by ABR)...........................................................33
Figure 6: Work-item main section (UPDATE SCREENSHOT).........................................................34
Figure 7: Work-item documents section (UPDATE SCREENSHOT)..............................................35
Figure 8: Work item collection history section (UPDATE SCREENSHOT)....................................36
Figure 9: Search for work-items........................................................................................................... 37
Figure 10: Create contact person..................................................................................................... 38
Figure 11: Work-item set to For Resubmission (UPDATE SCREENSHOT).......................................43
Figure 12: Correspondence list (UPDATE SCREENSHOT)................................................................47
Figure 13: Invoice list (UPDATE SCREENSHOT)...............................................................................48
Figure 14: Invoice search criteria (UPDATE SCREENSHOT).............................................................49
Figure 15: Invoice details..................................................................................................................... 50
Figure 16: Promise to Pay list.............................................................................................................. 55
Figure 17: Promise to Pay selection of line items (UPDATE SCREENSHOT)..................................59
Figure 18: Promise to Pay details..................................................................................................... 60
Figure 19: Promise to Pay display.................................................................................................... 62
FCC..................................................................................................................................................... 67
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ECC..................................................................................................................................................... 68
Figure 22: Update work-item with result and comments (UPDATE SCREENSHOT)...........................73
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1.
Overall Objective
The purpose of the Business Blueprint is to understand the business goals of the project and to
determine the business processes supporting these goals. The Blueprint will define the high-level
system design and outline the appropriate SAP function and/or design required to enable the
business processes.
This Functional Process Definition Document (FPDD) is one of 3 documents that represent the
solution design for the future state of APL.
1. The Functional PDD focuses on the business flow and screen designs. The primary reviewer
is the business SME, who ensures the design will work in their business operations. The
screens should contain the required business information needed to perform that process.
The location of the fields and attributes of the fields are not finalized in the functional PDD.
2. The Technical PDD focuses on the master data, key data structures, field lengths and field
attributes on the screens. The primary reviewer is the core team, who ensures the technical
aspects supporting the screen designs and flows are correct. The location of the fields and
attributes of the fields are finalized in the technical PDD. The final list of workflows, reports,
interfaces, data migration, enhancements and forms are also identified in the technical PDD detail design of these will then be documented in the Functional Specification (FS). There is
one technical PDD per suite which ensures consistency and alignment across all functional
PDDs in that suite.
3. The Functional Specification (FS) focuses on the design of the reports, interfaces, data
conversion, workflow and enhancements. The functional specification provides the details
needed for the development team to begin their efforts. The primary reviewer is the core
team.
This document will supersede the BRD document. This document is considered a living document,
which will be amended as changes are made throughout the blueprint and realization phase upon
mutual agreement between IBM and NOL/APL.
1.1
Scope Definition
This document includes a high level design description of the collection process. Detailing the
functionality that will generate collection work-items and then the functionality that collection
specialists will use to re-send documents to customers, create promises to pay, release debt to
external collection agenciesmark debt as released to external collection agencies, and to document
the customer interaction.
1.2
Dependencies
Collections follow-up process depends on invoicing process as a main source of open items.
Default assignment of collection strategy occurs during contract account creation therefore the rules
to derive the collection strategy needs to be based on attributes at the business partner and/or
contract account level.
Additionally, there is an inter-dependency with the cashiering and account maintenance processes.
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2. Level 3 Process
Collection follow-up
2.1
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2.2
Process Overview
Manage collection follow-up process starts with system evaluating the open items of the customerBill
To Party. The evaluation of the open items is based on the business rules included in the collection
Collection strategyStrategy. As a result of the evaluation a collection step is determined, this collection
step can generate a work-item for the collection specialist or generate a dunning letter that can be
send automatically to when a dunning contact has been assigned to the Business Partner.
For the cases when a work-item is generated, these work items are assigned to a collection group or
collection specialist directly depending the collection center/country and/or collection unit assigned to
the Contract Accounts of the Business Partner. The collection groups (center/country and unit) are
defined as a hierarchicalon the organizational structure where the collection specialist and managers
are assigneddefined. In the situation where there is a need to re-assign the work item from a collection
specialist/collection group to other collection specialist/collection group, collection supervisor could
make the re-assignment.
The work-item represents the need to contact and follow-up with the customer, it contains a summary
of the information about the customer, such as contact information, amount included in the work-item,
and the collection step that triggered the work-item, if additional details are required the collection
specialist will need to browse to different sections to get a detailed view of the customer.
During follow-up process Collection specialist could perform below processes:
- Putting Set a future follow-up date in the work item where future follow-up is required(For
cases where a future reminder is required. E.g. relevant contact person is not available).
- Display pdf of SoA/Invoice/Dunning letter
- Sending via e-Mail SOA/Invoice/BL document when customer request for that
- Sending/Re-sending via e-Mail a Dunning Letter (which was generated by the system)
- Create dDispute Ccase
- Create Promise to Pay
- Assign Mark invoices to as released to external collection agencyies
- Perform payment correction if the payment was made to wrong invoice
- Tagging of doubtful debt
- Write-off
Collection specialist could also document down the customer interaction in the work item, this
summary will be useful for the next follow-up.
Processes that are not related to a customer interaction, such as Bad Debt tagging, Write-off will be
executed in ECC.
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2.3
Process Group List
No.
Process Group
06.02.01.01 Determine customers to be contacted
06.02.01.02 Contact customer
06.02.01.03 Enter follow-up details and Document customer

contact
06.02.01.04 Send required documentation
07.05.01.05 Account Maintenance
06.02.03.01 Create customer dispute
06.02.01.05 Create Promise to Pay
07.05.04.01 Tagging of Doubtful Debt
06.02.01.06 External collection
10
06.02.01.07 Document customer interaction and close work item
Process
Interface*
N
*These are Interfaces to processes described in other PDD documents
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2.4
Design Considerations
The following are the key design consideration(s):
2.4.1 System platforms supporting collection specialist

The collection specialist will require access to different SAP applications: CCI SAP-ECC, CCI SAPFCC, and CSSS SAP-TM. Examples of task performed in the different applications are: work-item
processing for customer follow-up in CCI SAP-FCC, account maintenance in CCI SAP-ECC, access
to BL display in CSSS SAP-TM.
CCI SAP-FCC (Financial Customer Care) under the CRM platform provides single point of access for
all finance-related inquiries and requests from/to customers, providing the necessary information from
accounts receivables and invoices to enable collection specialists to perform a successful follow-up
with the customers. The different interactions with the customer are recorded and a complete
interaction history is available for collection specialists to review.
Collection specialist will be able to perform the following activities from SAP-FCC:
Process work-item to contact customer
Create promises to pay
Create dispute cases
Release to external collection
Re-send documentation to customers (Invoice, Statement of accountsAccounts,
Dunning Letter, BL, HBL, FCR (if HBL number / FCR number is sent by operational
system))
The collection specialist will be able to access the following functionalities from FCC:
List of work-items, Disputes list, Invoices list, Invoice details, Account Balance, FICA document
details, Payment list, Disputes list, Dispute details, Promises to Pay, Collection fact Fact sheetSheet,
Dunning historyHistory, Correspondence historyHistory, Interaction historyHistory.
The following activities are not available in FCC and should be performed in the SAP ECC platform:
Doubtful debt tagging

Write-off
Account maintenance
Displaying account balances for more than one business partner (group of
companies)
Displaying account balance for Business Partners acting as ABR (Alternate Bill
Recipients)
The AR Manager/Supervisor should will also have access to the above followingmentioned
functionalities in SAP ECC:.
Invoice list, Invoice details, Account Balance, FICA document details, Dispute Overview for Customer
disputes (Dispute details will be available in CRM only), Promises to pay, Collection history, Dunning
History, External Collection History.
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2.4.2 Main concepts on collection management

Contract Account (collection management data)
The contract account or billing profile acts as the is the object where the collection management data
is indicated for each customer. This data is aligned automatically between all the contract accoutns of
one business partner.
The collection management data is:
Dunning lock: Indicated if a contract account should be excluded from dunning.
Master Data Grp: Defaulted by the system during the creation of the contract account,
indicates that all contract accounts under a Business Partner are evaluated together for
colelction management purposes.
Coll. Strategy: Defaulted by the system during the creation of the contract account, holds the
rules that determine the collection steps during the open item evaluation.
Collection Center/Country: Defaulted by the system during the creation of the contract
account, indicates to which collection center the business partner is allocated to. Controls
which manager are allowed to update the contract account.
Collection Unit: Defaulted by the system during the creation of the contract account, indicates
to which pool of collectors the business partner is allocated to.
Collection Specialist: Indicates to which collection specialist the business partner is allocated
to.
Temporary Assignments: Indicates a temporal allocation of the business partner to a

collection specialist.
Collection strategy (collection assignment)

The collection strategy evaluates the open items of a Bill To Party according to business rules defined
in the collection strategy and determines a collection step (generation of a work-item, or a dunning
letter) and the priority (ranking) of the collection step.
The collection strategy is assigned at the contract account, each contract account can have only one
collection strategy. Different collection strategies will be configured to cater for the variation that the
different regions may have regarding how many days before or after the due date of an invoice a
work-item should be generated and whether the automatic generation of a dunning letter should be
one of the collection steps..
The strategy will be assigned by defaultD during the creation of the contract account.
If in the future if is required to define additional collection strategies, the design is flexible enough to
propose a different collection strategy during the creation of the contract account a collection strategy
will be assigned by default to the contract account of the BTP based on the following parameters:
Location Invoice Issuing City

Invoice Issuing Countryof the BTP
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BU/LOB
Military/Non-Military
Union/Non-union
Contract Account Category
Account Determination ID
For example:
BTP Location
US
US
UK
FR
Japan
China
China
Thailand
BU
Liner
Logistics
*
*
*
Liner
Logistics
*
Collection Strategy
Americas - Liner
Americas - Logistics
Europe
Europe
North Asia
North Asia - Liner
North Asia - Logistics
South Asia
Collection steps
Depending on tThe collection strategy contains the set of business rules that will determine if a
collection step is required, , the possible collection steps are the generation of a work-item, or the
generation of a dunning letter and a work-item, and the generation of a work-item after the dunning
letter was generated.
Work-items, and List of work-items

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Work-items are generated automatically by the system and assigned to the collection specialist
and they represent the need to follow-up with the customer for payment. The main purpose is to
provide a short summary of the amount to be collected, the person to contact and its phone
numbercontact details, and the AR line items included in the work-item.
To get additional information about the past interactions with the customer, or about the current
financial obligations, promises to pay and disputes the collection specialist will browse to the
following sections available in FCC:
- Account Identification: Customer search functionality, to be used for the cases when the
collection specialist needs to work on a customer that is not on the work-list e.g. the customer
call the collection specialist to raise a dispute.
- Account: Comprises of account details and account overview.
- Account Details: CRM Customer Master data Data details, address and communication data,
contacts, identification numbers.
- Account Overview: Collection specialist can get a complete overview of the entire accountBill
To Party, including individual account details, notes, roles, planned activities and business
partner relationships.
- Collection Work-Items: The list includes work items that are assigned to the collection
specialist, with the overall information of each work item e.g. amount to be collected, work
item status, ranking.
- Collection Fact Sheet: This section provides the collection specialist with a variety of
information about the business partner on one screen. Information about the last interactions
with the customer and additional collection information such as all performed collection
activities, the Promises-to-Pay and the Dispute cases.
- Collection History: The collection history provides the collection specialist with an overview of
all the collection events for an account (Bill To Party).
- Dunning History: The collection specialist can search for and display previous dunning runs.
- Invoice List: The collection specialist can search for and display Invoices.
- Account balance: comprises of Account balance overview, Document/Item display, Account
history.
1. Account Balance Overview- Overview the business partner: open amount, due
amount and disputed amount.
2. Document/item Item display: List of the documents or items for the balance selected
in the balances overview.
3. Account History: Chronological display of postings sorted by posting date.
- Payment: List of all payments and promises to pay for a business partnerBill To Party..
- Payment search: Search for payments based on payment amount range, date range, check
number, Bill To Partybusiness partner.
- Promise to Pay: Overview of the promises to pay for the account identified. The collection
specialist can create new promises to pay and replace, change, or cancel existing ones in this
overview. The collection specialist can also link a Promise to Pay that is selected in the list
with the current contact.
- Disputes: List of dispute cases. The collection specialist can create new dispute cases,
display or change exiting ones in this overview.
- Interaction Record: Holds the details of the interaction with the customer, is updated with
notes automatically when a Promise to Pay is created, when a dispute Dispute is created, or
when the debt is released Released for external External collectionCollection.
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- Interaction History: List of interactions for a business partner.

- Documents - Correspondence List: Printed correspondence sent generated to the customer
from FICA, or FCC such as Invoices, and Statement of accountsAccounts, Dunning Letters.
- E-mail (from Individual Account): Provides the ability to send emails from FCC, from the
individual account of the user.
- E-mail (from Corporate Account): Provides the ability to send emails from FCC, from a
corporate account, generally used for customer communication.
Work-items that are not processed before the next dunning run within certain number of days, will be
closed automatically by the dunning run and a new work-item with a reevaluated priority will be
created, (work-items with status in-process and for resubmission (with re-submission date not yet
reached) will be excluded from the automatic closure).
by the dunning run and a new work-item with a reevaluated priority will be created. The work-item
status will serve to identify if an individual work-item was closed manually by the collection specialist,
or if it was closed automatically by the dunning run, the list of work-item statuses are: B New, C In
Processing, D For Resubmission, E Completed, F Closed (by Dunning Activity Run), G Closed
After Incoming Payment, H Closed Manually, I Closed (by Reversal of Dunning Activity Run). It is
not possible to add or modify the work-item statuses provided by SAP.
The List of work-items is where the collection specialist sees all the work-items assigned to him/her
with prioritized by ranking (Grouped by Alternative Bill Recipient) and considering the re-submission
date. The collection specialist drill-down to the work-item to confirm the account details and then can
navigate to other sections of FCC to search detailed information, such as past interactions, invoice
details, previous disputes, history of promises to pay, etc.
For the cases that involve the functionality of collective invoices (Memo invoice and Consolidated
invoice), the system will evaluate the collective invoices and not the source documents (system
invoices), the collection steps are then created based on the collective invoice, and the promises to
pay will be created at the AR line item of the collective invoic ee. Dand dispute cases will be created
mainly at the collective invoice level, however the system also provides the flexibility to create
disputes on source invoices included in collective invoices.
Collections management organization structure (collection departments, collection groups,
collection specialists).
The collection organizational structure red for:
Reassigning and collection specialist at the contract accounts level. rk-items between
to different collectios to assigpecific collection speciali

drives the derivation of the work-items created with the collection strategy to the respective
processors (collection specialists) based on business rules embedded in the structure. The rules for
the derivation will be a combination of one or more parameters based on the location of the BTP,
location of the ABR (Alternate Bill Recipient), Amount to be collected, Collection step, Number range
of the BTP, Number range of the ABR, BU, LOB, Union/Non-union.
Customer contact Interaction (Interaction record)
The customer contacts interactions are saved in the system as an interaction records, this interaction
records are updated when the collection specialist processes a work-item, or whenever the confirms
an account in FCC to perform an action. The actions performed during the interaction, e.g. creating a
promise to pay, or releasing debt for external collection, are loaded automatically to the notes of the
interaction record, the collection specialist can add additional notes to complete the information
loaded automatically.
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For cases where a customer calls directly a collection specialist, the collection specialist navigates to
search for the customer account and confirms it. Then the collection specialisthe performs the
necessary actions and navigates to the interaction record to add additional notes before ending the
interaction.
Collections management organization structure (collection departments, collection groups,

collection specialists).
The collection organizational structure will serve as a hierarchical authorization tool and as a work
force management tool.
The collection management organizational structure provides the authorization level required for:
Reassigning collection center/country collection unit and collection specialist at the

contract account level.
Re-assign work-items between different collection specialist.
The collection management organizational structure provides the managers functionalitity to allocate
the collection specialist to different collection units.
The Collection Center/Country and Collection Unit are indicated in the organizational structure. The
collection center/country represent the different collection centers and also the countries that perform
their collection activities individually, e.g. GFC Costa Rica, Union MEBA, Estonia, etc. The
collection unit represents the groups that hold the collection specialists, e.g. GFC Costa Rica-LinerSouthern-T1, GFC Costa Rica-Liner-Southern-T2, GFC Costa Rica-Liner-Southern-T3, etc.
Additionally, there are additional organizational units that are used for work force segregation and
manager assignment, e.g. GFC Costa Rica Liner, GFC Costa Rica Logistics, etc.
The complete organizational structure is available in the attached file:
Organizational
Structure - Updated version.xlsx
Collection agencies
Collection specialists Specialists will be able to release debt to external External collection Collection
agencies Agencies by selecting the AR line itemsinvoices to be release, the invoices will be then
marked as released and a dunning block will be set over this documents. and thenOne generic
selecting the specific collection agency will be created in the system where the debt is going to be
released. This process requires the External collection agencies to be created as a Business partners
Partners in S(SAP ECC).
2.4.3 Legacy concepts to be replaced by SAP

Collection status
The current concept of collection status will be replaced by different objects in the new system, such
as Collection step (Customer follow-up, Dunning letter and Customer follow-up, Customer follow-up
after duning letter), Promised to pay, Release debt to external collection, Dispute cases raised by
customer (with different reasons), Dispute cases raised for escalation to sales/management (with
different reasons), Doubtful debt tagging (with different reason), Write-off (with different reason).
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Collection specialists profile

The current concept of Collection specialist profile is replaced by the Collection management
Management Oorganizational structureStructure and the Contract Account (Dunning and
Correspondence section), where the rules for the work-item assignment is set.
2.5
Security Considerations
Display/cChange/create Create authorization rights need to be segregated between union and nonunion staff, controlled via authorization object at contract accounts of the BTP / ABR (in addition to
standard fields/data objects for overall authorization control).
Non-union collection specialists should not have the authorization to create/change:
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dDisputes for customers handled by Union collection department and vice-versa
Promises to pay
Release to external collection
For customers handled by Union collection department and vice-versa.

Collection specialists should only be able to process the work-items that are assigned to them, if there
is a need to have a different collection specialist working on the work-item, then the work-item should
be re-assigned by the collection manager.
Collection specialists should not be able to re-assign work items, this function should be exclusive to
the collection managers.
There should be a differentiated access for the different types of collection specialists, for example:
1. Collection specialist (MEBA) - does the collections (Promise to pay, Dispute case),
external collection, Write- oOff, refunds for Military, but not move payment.
2. Collection specialist (OCU) - does the collections (Promise to pay, Dispute case),
external collection, Wwrite o-Off, refunds for Military, move payment.
3. Collection specialist (NOL) - does the collections (Promise to pay, Dispute case),
external collection, writeWrite -oOff, refunds for Military, move payment.
4. Access to the mentioned functionality and transactions should also be provided
Manager/Supervisor.
Release to
Release to
Release to
to the AR
The following levels of controls should be included for authorization design:

1. Controls by individual transaction codes and programs
2. Controls of different activities (e.g.: Add, Change, Delete) of transactions, if applicable
3. Controls of fields/data object values to further restrict the type of data which the user can transact
(e.g. company code/entity, cost center, GL accounts, document types, collection group)
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3. Level 4 process: 06.02.01.01 Determine

customers to be contacted
3.1
Process Flowchart
PeriodicAO
evIaluation
Eva
uaIte
AlO
Determ
in
colection
se
tep
Genera
lete
ttedrunning
re
ate
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orkC
ite
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forAOI
Ascsoig
ncw
on
rkgirto
eu
m
le
tio
pto
Assign
ocrktoirtemto
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le
W
orto
kitceom
a
stisoingned
l
e
c
group/specialist
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3.2
Process Overview
Based on the rule set in collection strategy, system will determine if a collection step is required, the
collection step generates the work item that represents to need to follow-up with the customer.
The work item generated will be assigned to respective collection group or collection specialist for
their action.
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3.3
Process Description
No.
Description
Evaluate AOI
Responsible
Person (Role)
<Not
Applicable>
Mode
Details
System
System will check which invoices need to be evaluated.
Solution
The system uses the process dunning run to evaluate the open items (excluding open items included in: active promises to pay, or open dispute
cases, or released to external collection, or included in a work-item with status For resubmission (resubmission date in the future)), only overdue
open items will be evaluated by the collection strategy. open items will be evaluated even the open items that are not yet due. The system then
groups the open items into collection groups based on the ABR of the open items.
Collection groups are then evaluated individually by the collection strategy assigned to the contract account of the BTP and a collection step will be
determined for each of the group of open items.
The logic to group open items into collection groups is as follows:
1. As a first grouping criteria open items are grouped if there is an ABR (Alternate Bill Recipient), which represents that a different person from the
Bill-Tto-pParty should verify the invoice and should be contacted to remind payment. The ABR will be populated in the Account Receivable line
item level, and the open items will be grouped according to these criteria. If a work-item is generated the contact person is derived from the ABR
where applicable (see ).
The ABR ABR concept will not be used for cases such as the payment centers, where the invoice verifying party and the party that should be
reminded for payment is the BTP. To cover the requirement of sending a copy of the invoice to the payment center the field additional
correspondence recipient will be used and will be set at contract account level.
2. For the cases where there is a preferred/fixed ABR, the open items selected are passed to the collection strategy assigned to the contract
account of the Bill-To-Party which has the logic to derive the collection step for each of the collection groups, the work-item will derive the contact
person from the ABR contact person (see Figure 2: Collection strategy logic ABR fixed assignment at contract account).
3. Other grouping criteria for the work-items will be military/commercial, union/non-union .
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No.
Responsible
Mode
Details
Person (Role)
The evaluation will be set up as a periodic execution of the process dunning run which will be transparent to the user.
Description
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Figure 1: Collection strategy logic for ABR coming from BITs
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Figure 2: Collection strategy logic ABR fixed assignment at contract account

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No.
Description
Responsible
Person (Role)
Mode
Details
Determine collection step
<Not
Applicable>
System
After the AR open items are evaluated, system will determine the collection steps to be
performed. The collection steps determination is maintained in the collection strategy.
Solution
The parameters to be used as conditions (collection strategy) to reach the collection step Customer follow-up, or Send Dunning letter (these
collection step could be refined during realization) for the collection group of open items will be:
1. Due date (Considering both the number of days left to be due for invoices that are not yet due and the number of days on arrears for invoice
overdue)
2. Amount (Amount of the open items included in the work-item in Group Currency)
3. Cash/Credit Indicator
4. Credit Status
5. Bankrupted Indicator
6. Previous Collection Step
Credit risk class
4. Credit exposure/Credit limit
5. Location of BTP
6. Location of ABR
7. Grace period
8. BU
9. LOB
Parameters will be validated and finalized in the Functional Specification.
The evaluation of the open items according to the business rules detailed in the collection strategy determines a collection step and its priority
(ranking). Both rules to determine the collection step and its priority are included in the collection strategy assigned to the contract account,
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No.
Responsible
Mode
Details
Person (Role)
therefore there is one prioritization business rule per collection strategy. The priority (ranking) will be used to rank the work-items for the collection
specialists. The collection step has assigned the dunning activities to be performed (generation of work-item, generation of dunning letter). In the
case that the collection step determined has the dunning activity generate dunning letter a correspondence container is filled and then picked up
by the process correspondence printing, this process will be scheduled periodically to trigger the PDF printing automatically. The frequency of
execution of the dunning run will be defined during the realization phase.
Description
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No.
3
Description
Create Work item for AOI
Responsible
Person (Role)
<Not
Applicable>
Mode
Details
System
System will create work item as per the predefined rule in collection strategy.
Solution
The work-item created during the open item evaluation will have the following characteristics:
1. Description Customer follow-up.
2. Will be automatically replaced by a new work-item if the collection specialist has not processed it by the expectednext dunning run completion
time (excluding work-items in process or set forwith status for resubmission and resubmission date in the future will not be closed
automatically). The new work item will have an updated priority (ranking) this will ensure that the collection specialists each day will get a
reprioritized work-item list and if the conditions in the strategy state that the priority of the work-item should be increased. The work-item closed
automatically by the system will be marked with a different status to differentiate it from the work-items closed manually by the collection
specialist.
No.
Description
Assign work item to

collection group
Responsible
Person (Role)
<Not
Applicable>
Mode
Details
System
Based on the Collection organization structure, system will determine the collection
group to be assigned.
Solution
Each of the work-items generated by the collection strategy (as shown in the figure of the previous step) is assigned to the collection group based
on the following logic:
Open items are grouped for collection evaluation based on ABR. Then based on the contract account of the ABR, the system will check the
Collection Center/Country (Mandatory field) field) anollectn Unit (Mandatory field) (optional field, sier the Collection Center/Country or
Collection Unit to the work-item (
See Figure 3: Contract Account Collections Management data).
The Collection Center/Country and Collection Unit are indicated in the organizational structure. The collection center/country represent the
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No.
Responsible
Mode
Details
Person (Role)
different collection centers and also the countries that perform their collection activities individually, e.g. GFC Costa Rica, Union MEBA, Estonia,
etc. The collection unit represents the groups that hold the collection specialists, e.g. GFC Costa Rica-Liner-Southern-T1, GFC Costa Rica-LinerSouthern-T2, GFC Costa Rica-Liner-Southern-T3, etc. Additionally, there are additional organizational units that are used for work force
segregation and manager assignment, e.g. GFC Costa Rica Liner, GFC Costa Rica Logistics, etc.
Description
For details of the organizational structure of the different centers review the following figures, collection center/unit marked in Red, collection unit
marked in Green:
Figure 4: Collection group Unit Organizational Structure GFC Costa Rica
Figure 5: Collection Unit Organizational Structure EARS
Figure 6: Collection Unit Organizational Structure Union OCU/MEBA
Figure 7: Collection Unit Organizational Structure GSC Chong Qing
Figure 8: Collection Unit Organizational Structure GFC KL
Figure 9: Collection Unit Organizational Structure GSC Chong QingIndividual Countries (Poland, Bahrain, Brazil, etc)
A point to remark is that there are no rules embedded in the organizational structure, the derivation is according to what is indicated in the contract
account collection center/country and collection unit.is then passed through the business rules embedded in the collection management
organizational structure (see Figure 3: Contract Account Collections Management data). The derivation to the different collection departments,
collection groups will be based on the business rules built on the following possible parameters:
Location of Bill-to-party
Location of the ABR
Bill to party number range
ABR number range
Amount to be collected
LOB
BU
Invoice Issuing office
Union vs non-union
For example, work-items generated for BTP located in China (with no ABR) will be assigned to collection group China, work-item generated for
BTP located in China (with ABR located in Japan) will be assigned to collection group Japan based on location of the ABR.
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Figure 3: Contract Account Collections Management data
Figure 4: Collection group Unit Organizational Structure GFC Costa Rica

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Figure 5: Collection Unit Organizational Structure EARS
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Figure 6: Collection Unit Organizational Structure Union OCU/MEBA
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Figure 7: Collection Unit Organizational Structure GSC Chong QingEARS
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Figure 8: Collection Unit Organizational Structure GFC KLGSC Chong Qing
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Figure 9: Collection Unit Organizational Structure GSC Chong QingIndividual Countries (Poland, Bahrain, Brazil, etc)
The complete organizational structure is available in the attached file:
292320942.doc
Organizational
Structure - Updated version.xlsx
derivation logic for work-items
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No.
Description
Assign work item to

collector
Responsible
Person (Role)
<Not
Applicable>
Mode
Details
System
Based on the Collection organization structure, system will determine the collection
specialist to be assigned the work items.
Solution
The collection specialist will be assigned depending on the the different parameters indicated in the contract account.
collection groups are blank, then the work-item will be assigned to the manager of the Collection Center/Country (see fr work-items (Manage
If the collection center/country and collection unit are indicated and the rest of the fields (collection specialist, and temporary section) are blank,
then the system will evaluate the workload of the collection specialists that belong to the indicated collection unit and the work-item will be
assigned to the collection specialist with fewer open work-items (see Figure 11: Collection specialist derivation logic for work-items (Pool
Assignment)).
If the collection center/country, collection unit, and a collection specialist are indicated and the temporary section is blank, then the system will
assign the work-item directly to the collection specialist indicated in the contract account (see Figure 12: Collection specialist derivation logic for
work-items (Specialist assignment)).
If the temporary section is populated, and is valid at the time of the creation of the work-item, then the system will allocate the work-item directly to
the collection specialist indicated in the temporary section. The main purpose of this section is to re-assign a customer temporally to a different
collection specialist (See Figure 13: Collection specialist derivation logic for work-items (Temporary specialist assignment)).
direct assignment of collection specialist to
The derivation collection groups to the specific specialist will be based on business rules built on the following parameters:
Location of Bill-to-party
Location of the ABR
Bill to party number range
ABR number range
Amount to be collected
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No.
Description
Responsible
Person (Role)
Mode
Details
Cash / Credit customer

Customer Credit risk
LOB
BU
Invoice Issuing office
Union vs non-union
For example, work-items generated for BTP located in China (with no ABR) will be assigned to collection group China, Business partner number
XXX, Amount included to be collected YYY, will be assigned to collection specialist X1.
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Figure 10: Collection specialist derivation logic for work-items(

Figure 11: Collection specialist derivation logic for work-items (Pool Assignment)
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Figure 12: Collection specialist derivation logic for work-items (Specialist assignment)
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Figure 13: Collection specialist derivation logic for work-items (Temporary specialist assignment)
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3.4
<Not Applicable>
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4.
Level 4 process: 06.02.01.02 Contact customer
4.1
Process Flowchart
W
orkitceom
a
ee
ccstiisoainlgisnted
grto
oup/slp
ta-iulspfo
rm
fuptu
ed
foD
loew
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ReviewReport
Prioritizeworkitem
s
Prepare
er carriesout
cofo
nrtaccutstom
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eccto
re
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ye
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coonlta
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nd
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uairie
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coilseecdtio
nrcinagl
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Cust.Prom
isetopay
Ite
eb
m
foro
rvdisoiuobntfu
d
tssp
ingl
Item
csofo
lerce
tixote
nrnal
Process Overview
System prioritize the work item appearance in the customer work list based on predefined rules. This
will help collection specialist to identify which customer to contact first.
Collection specialist could review necessary information in the work item, including past
correspondence history of the open items to prepare for customer contact.
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4.3
Process Description
No.
Description
Responsible
Person (Role)
Mode
Details
Prioritize work items
<Not
Applicable>
System
System to prioritize the appearance of work items in the work list based on predefined
rules.
Solution
The prioritization of work-items on the collection specialist work-list will be based on the field ranking. Additional details, such as, account ID,
Customer name, work-item status, amount to be collected, amount overdue, contact person, resubmission date, reassignment reason are
available columns to be added to the work-list view.
The ranking will be populated by the system during the evaluation of open items. An example of the rules to be used to calculate the ranking are:
The Prioritization 1 - Strategy will be based on:1 - Credit customers
Collection Step
Amount of work item
Risk Class
% of Credit limit exceeded
Risk class: High
Risk class: Medium
Risk class: Low
Credit limit exceeded
Total amount to be collected larger than 20,000 USD
Total amount of all items past due more than 7 days larger than 5,000 USD
Total amount of all items past due more than 14 days larger than 1,000 USD
Total amount of all items past due more than 30 larger than 500 USD
Customer has broken promises to pay
300 Points
100 Points
50 Points
100 Points
200 Points
50 Points
50 Points
50 Points
50 Points
The following is the detailed point assignment:
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No.
Description
Responsible
Person (Role)
Mode
Details
2 - Strategy 2 - Cash customer

Total amount to be collected larger than 20,000 USD
There are items past due more than 7 days
Customer has broken promises to pay
300 Points
250 Points
200 Points
150 Points
100 Points
The prioritization strategies will be refined during realization phase.
No.
2
Description
Prepare for customer
contact
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Responsible
Person (Role)
Collector
Mode
Details
Manual
Collection specialist starts by having a complete view of all work lists assigned to him
and its current progress of work. Collection specialist could check the necessary
information in the work item include contact detail, history of previous call, and
retrieving supporting documents in the system where required
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Solution
The collection specialist will start the work with the Llist of work items view (see Figure 14: Collection specialists work-list), work-items from
different BTP, but with the same ABR will be listed next to each other independently of the ranking. By selecting a work-item and clicking on Work
Item or Work Item +Interact (Create interaction record), the collection specialist will access the details of the work-item (see Figure 15: Work-item
main section). r.
In the work-item, the collection specialist will see who the contact person is and its telephone number, a tab for attaching documents, or
correspondence Documents (see Figure 16: Work-item documents section), and the Collection history History tab to displays the specific AR line
items included in the generation of this work-item (see Figure 17: Work item collection history section), and the invoice list items included in this
work-item (see Figure 18: Work Item - invoice list section in the work-item). The collection specialist will be able to search for other work-items (see
Figure 19: Search for work-items). If required, the collection specialist will be able to create a new contact person for the customer (see Figure 21:
Create contact person).
As the work-item only presents summary information and the contact details, the collection specialist need to navigate to the following sections in
the FCC views to obtain additional details about the Invoices, Disputes, and Promises to pay for the whole BTP:
Account Identification: Customer search functionality, to be used for the cases when the collection specialist needs to work on a customer that is
not on the work-list e.g. the customer call the collection specialist to raise a dispute.
Account: Comprises of account details and account overview.
1. Account Details: CRM Customer Master data details, address and communication data, contacts, identification numbers (see Figure 20:
Account Details).
2. Account Overview: Collection specialist can get a complete overview of the entire account, including individual account details, notes, roles,
planned activities and business partner relationships.
Collection Work-Items: The list includes work items that are assigned to the collection specialist, with the overall information of each work item e.g.
amount to be collected, work item status, ranking (see Figure 14: Collection specialists work-list).
Collection Fact Sheet: This section provides the collection specialist with a variety of information about the business partner on one screen.
Information about the last interactions with the customer and additional collection information such as all performed collection activities, the
Promises-to-Pay and the Dispute cases (see Figure 22: Collection Fact Sheet).
Collection History: The collection history provides the collection specialist with an overview of all the collection events for an account (for accounts
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with collective contract accounts, the actions promise to pay and dispute case, are created at the collective account level, therefore the collection
specialist should look at the collection history of the collection contract account).
Dunning History: The collection specialist can search for and display previous dunning runs.
Invoice List: The collection specialist can search for and display Invoices (see Figure 26: Invoice list).
Account balance: composed by Account balance overview, Document/Open Item display, Account history.
1. Account Balance Overview- Ooverview the business partner: open amount, due amount, and total open payments (see Figure 23: Account
Balance).
2. DocumentOpen /item display: List of the documents or items for the balance selected in the balances overview.
3. Account History: Chronological display of postings sorted by posting date.
Payment: List of all payments and promises to pay for a business partner.
Promise to Pay: Overview of the promises to pay for the account identified (see Figure 31: Promise to Pay list). The collection specialist can create
new promises to pay and replace, change, or cancel existing ones in this overview. The collection specialist can also link a Promise to Pay that is
selected in the list with the current contact.
Disputes: List of dispute cases. The collection specialist can create new dispute cases, display or change exiting ones in this overview.
Interaction Record: Holds the details of the interaction with the customer, is updated with notes automatically when a Promise to Pay is created,
when a dispute is create, or when the debt is released for external collection (see Figure 44: Interaction Record).
Interaction History: List of interactions for a business partner (see Figure 45: Interaction History).
Documents - Correspondence List: Printed correspondence sent to the customer from FICA or FCC such as Invoices, and Statement of accounts
(see Figure 25: Correspondence list).
E-mail (from Individual Account): Provides the ability to send emails from FCC, from the individual account of the user.
E-mail (from Corporate Account): Provides the ability to send emails from FCC, from a corporate account, generally used for customer
communication (see Figure 30: Documents attached to E-mail).E-mail: Provides the ability to send emails from FCC.
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Figure 14: Collection specialists work-list
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Figure 15: Work-item main section
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Figure 16: Work-item documents section
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Figure 17: Work item collection history section
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Figure 18: Work Item - invoice list section in the work-item
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Figure 19: Search for work-items
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Figure 20: Account Details

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Figure 21: Create contact person
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Figure 22: Collection Fact Sheet
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Figure 23: Account Balance
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No.
Description
Follow-up Customer
Responsible
Person (Role)
Collector
Mode
Details
Manual
Collection specialist contacts the customer
Solution
Manual step outside of SAP system.
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4.4
Display/change/create authorization rights need to be segregated between union and non-union staff,
controlled via authorization object at BTP / ABR (in addition to standard fields/data objects for overall
authorization control).
Non-union collection specialists should not have the authorization to create/change disputes for
customers handled by Union collection department and vice-versa.
be re-assigned to the collector specialist by the collection manager.
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5. Level 4 process: 06.02.01.03 Enter follow-up

details and Document customer contact
5.1
Process Flowchart
Futurreequ
foirleodwup
Setrea-n
sd
ubre
m
ionndate carriesout
aisso
Colector
Docuim
en
tcctiuosntom
er carriesout
nte
ra
Colector
ta-iulspfo
rm
fuptu
foD
loew
co
lere
ted
5.2
Process Overview
During the customer contact, if there is a need to set future contact date or in the case where
customer request to be contacted in another time, collection specialist could set the future contact
date in the system and to put the reason of this resubmission date.
Collection specialist should document this customer interaction in the work item for future reference.
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5.3
Process Description
No.
Description
Responsible
Person (Role)
Mode
Details
Set Rresubmission date

and Resubmission
Rreason
Collector
Manual
If necessary, Collection specialist could set the resubmission date and reason for
resubmission. This will determine when next customer call need to be made
Solution
When the collection specialist sets the status to For Resubmission, a reason (code and text) for the resubmission is required. The collection
specialist will have the option to the following resubmission reasons:
1. Customer requested to call back
2. Future follow-up by internal reason
(The resubmission reasons are a configuration item. Additional resubmission reasons can be added during realization phase).
No.
2
Description
Responsible
Person (Role)
Mode
Details
Document customer
interaction
Collector
Manual
Collection specialist documents necessary information during customer contact in the

interaction center. The information documented will be used as reference for future
follow-up
Solution
The documentation of the interaction with the customer in the work-item and click on save (see Figure 24: Work-item set to For Resubmission).
When the resubmission date is reached, the work-item will appear again in the top of the collection specialist work list.
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Figure 24: Work-item set to For Resubmission(
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5.4
Display/cChange/Ccreate authorization rights need to be segregated between union and non-union

staff, controlled via authorization object at BTP / ABR (in addition to standard fields/data objects for
overall authorization control).
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6. Level 4 process: 06.02.01.04 Send required

documentation (Invoice/BL/SOA/Dunning letter)
6.1
Process Flowchart
ddie
tiota
nal
docA
ruem
quin
redtion
etricie
e/S
veO
rA
eq
uested carriesout
InR
vo
lette
r/Dunning
Colector
carriesout
Senddcoucsuto
m
en
m
eta
rtionto
Colector
Docum
entationsent
6.2
Process Overview
In the situation where customer request for SOA (Statement of Accounts) or Invoice document,
collection specialist can retrieve it from system and send to customer.
Dunning letter also can be sent to customer if required.
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6.3
Process Description
No.
Description
Responsible
Person (Role)
Mode
Details
Retrieve requested
Invoice/BL/SOA/Dunning
letter
Collector
Manual
If required collection specialist can retrieve Invoice, BL, SOA and Dunning letter from
the system and send it to customer
Solution
The collection specialist will have the following options to retrieve an Invoice of a customer:
Go to Correspondence List section, to retrieve the invoice click on details (see Figure 25: Correspondence list) the pdf version of the invoice
will be opened.
Go to Invoice List, click on the link Print Version to retrieve the pdf file of the invoice (see Figure 26: Invoice list) the pdf version of the invoice
will be opened.
The collection specialist will have the following options to retrieve previously sent SOA to the customer:
Go to Correspondence List, to retrieve the SOA click on details, the pdf version of the SOA will be opened.
To retrieve the BL the collection specialist will need to drill-down to the invoice and then click on the link at the invoice line item level, the pdf
version of the BL will be opened.
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No.
Description
Responsible
Person (Role)
Mode
Send documentation to
customer
Collector
Manual
Details
Send invoice or SOA to customer if necessary
Solution
The collection specialist will have the following options to re-send the Invoice documents (Invoice/SoA/Dunning letter) to the customer:
Go to Correspondence List section, to retrieve the Iinvoice/SoA/Dunning Letter select the multiple documents to be re-send, then, click on EMail re-print, the order to re-print the invoice is sent to ECC which will then be picked by the periodic printing schedule and the selected pdf
version of the documents will be attached automatically to the Email (Corporate account) functionality in FCC from where the collection
specialist will be able to indicate manually the email recipients (see Figure 25: Correspondence list, and Figure 30: Documents attached to
E-mail). Additionally, the collection specialist can click on details open the invoice and then download the pdf file to the local drive and then
send it via email.
Go to Invoice List section, select the Invoices to be re-send, then click on the link to retrieve the pdf file of the invoiceE-Mail (see Figure 26:
Invoice list), the pdf version of the Invoice will be attached automatically to the Email (Corporate account) functionality in FCC from where the
collection specialist will be able to indicate manually the email recipients (see Figure 26: Invoice list, and Figure 30: Documents attached to Email).download it to the local drive and then send it via email,
The if the collection specialist will be able to use different search criteria by clicking onclicks on Show Search Fields, specifically the specialist
will be able to the use the search search criteria: Billing date, Account IDBill-To-Party, Bus. Agreement ID (Contract account ID), Billing
document number will appear (see Figure 27: Invoice search criteria). By drilling down to the invoice the details are displayed (see Figure 28:
Invoice details).
The collection specialist will have following option to re-send the SOA to the customer:
Go to Correspondence List, retrieve the SOA to be re-send, click on re-print, the order to re-print the SOA is sent to ECC which will then be
picked by the periodic printing schedule. Additionally, the collection specialist can click on details open the invoice and then download the pdf
file to the local drive and then send it via email.
To re-send the BL, the collection specialist will go to the invoice detail. Click a link to view the BL image (PDF), download send it via e-mail to the
customer.
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Figure 25: Correspondence list
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Figure 26: Invoice list(
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Figure 27: Invoice search criteria
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Figure 28: Invoice details

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Figure 29: Invoice Item Details
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Figure 30: Documents attached to E-mail
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6.4
Display/cChange/create Create authorization rights need to be segregated between union and nonunion staff, controlled via authorization object at BTP / ABR (in addition to standard fields/data objects
for overall authorization control).
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7. Level 4 process: 06.02.01.05 Create Promise to

Pay
7.1
Process Flowchart
Cust.Prom
isetopay
R
ieiw
oa
uys carriesout
preovm
sep
sre
tovip
Colector
cu
nm
tsisecarriesout
incS
luedle
ecdtid
noth
em
pe
ro
Colector
carriesout
Ne
om
tiaisteete
pg
ro
torm
pasyof
Colector
Tto
erm
pasyoafcp
creopm
teisde
Tto
erm
syorfepje
ro
pa
cm
teidse
Enpte
rm
die
ito
lso
fath
ro
sta
e
p
ytaendcarriesout
(pro
m
i
s
e
d
a
m
o
u
n
dateofpaym
ent)
Colector
Saveprom
isetopay carriesout
Colector
Prom
isetopaycreated
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7.2
Process Overview
The Promise to Pay is an agreement from a customer to pay receivables that exist in his account. The
Promise to Pay defines which amounts are to be paid by which dates.
Before making Promise to Pay, Collection specialist checks the collection history and the Promise to
Pay history. Collection specialist can see if the customer usually keeps or breaks the promised
payments and make a decision on whether to create a new Promise to Pay or not.
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7.3
Process Description
No.
Description
Review previous promises

to pay
Responsible
Person (Role)
Collector
Mode
Manual
Details
Collection specialist checks the collection history and the Promise to Pay history.
The collection specialist can see if the customer usually keeps or breaks the promised
payments and make a decision on whether to create a new Promise to Pay or not.
Solution
The list of previous promises to pay with their respective status will be shown in the sections Collection fact sheet, Account overview, and
Promise to Pay list (see Figure 31: Promise to Pay list).
The collection specialist will have the ability to create a Promise to Pay from the following sections, Invoice List (see Figure 26: Invoice list),
Account balance Overview, Document Item Display, or Promise to Pay list (see Figure 31: Promise to Pay list).
Additionally, a functionality will be available to create promises to pay by uploading a file with the list of invoices to be included in the promise to
pay. If invoices of different BTPs are included in the same file, invoices will be grouped by BTP and a promise to pay will be created for each of the
invoice groups.
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Figure 31: Promise to Pay list
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No.
Description
Select documents
included in the promise.
Responsible
Person (Role)
Collector
Mode
Manual
Details
If Collection specialist decides to create a Promise to Pay, s/he will select the open
items that is/are subject to be included in the promise to pay.
Solution
The system will allow the collection specialist to create promises to pay from the invoice list. The collection specialist will click in button Filter for
promise (see Figure 32: Promise to Pay creation Option 1: selection of invoices (Step 1)), this will exclude the invoices that have been cleared
and the invoices that are included in an open/active promise to pay, from the filtered invoice list the collection specialist will be able to select
several/all invoices and create a promise to pay (see ). The system will also display the promise to pay number (for open/active promises to pay) in
the invoice list. During the creation Tthe system will identify the AR line item related to the selected invoices and will handle the promises to pay at
AR line item levelat this level, during the creation of the Promise to Pay,.
Additionally, the collection specialist can triggers th creation of the promise to pay from a s the Open Item list (see ), in that section he/shethe
collection sFigure 34: Promise to Pay creation Option 2: selection of AR line items (step 1)pecialist will be rd to select the collection specialist will
need to select all the AR lines items to be included in the Promise to Pay (a button will provide the functionality to select all the open items with one
click) and then click on Calculate paymentsSave (see ).
The invoice number will be added to the item list (reference number), this will enable the collection specialist to identify to which invoice each of the
AR line items is related to.
No.
Description
Negotiate terms of
Promise to Pay
Responsible
Person (Role)
Collector
Mode
Manual
Details
Collection specialist negotiates with Customer on the Promise to Pay date and amount.
Solution
Manual step outside of the SAP system.
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No.
Description
Enter details of the

Promise to Pay (promised
amount and date of
payment)
Responsible
Person (Role)
Collector
Mode
Manual
Details
Collection specialist inputs the agreed Promise to Pay date and amount in the system.
Solution
The following parameters must be indicated by the during the creation of the Promise to Pay:
Currency: einvoi in different currencies are selected for a promise to pay, then the collection specialist needs to indicate the currency of the
Promise to Pay, the promised amount will be calculated using M rate.
Promise to Pay categories: One promise to pay category Promise to pay will be set by default, the field will be hidden from the screen (see Figure
34: Promise to Pay creation Option 2: selection of AR line items).
(The Promise to Pay category is a configuration item. If there is a need to classify Promise to Pay then categories can be added during realization
phase).
Reason: Customer promised to pay during collection call, Customer promised to pay by correspondence (see Figure 34: Promise to Pay
creation Option 2: selection of AR line items).
(The promise reason is a configuration item. Additional promise reasons can be added during realization phase).
Additionally, if the Promise to Pay is withdrawn the collection specialist will need to indicate a reason for withdrawal. The following reasons are will
be available:
Replaced by Other Promise, Withdrawn by Customer, Deactivate Due to Incorrect Promise To Pay Information.
(The withdrawal reason is a configuration item. Additional withdrawal reasons can be added during realization phase).
The values of category and reason will be populated by default to the values category Weekly Promise to Pay and reason Customer promised to
pay by correspondenceCustomer promised to pay during collection call (see Figure 34: Promise to Pay creation Option 2: selection of AR line
items), the collection specialist will be able to overwrite this values, and also will be able to indicate the specific promised date of payment, and
also if required the different number of installments (indicating amount and promised date for each installment).
See: Figure 32: Promise to Pay creation Option 1: selection of invoices (Step 1),
,
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No.
Responsible
Mode
Details
Person (Role)
Figure 34: Promise to Pay creation Option 2: selection of AR line items (step 1),
Figure 35: Promise to Pay creation Option 2: selection of AR line items (step 2).
Description
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Figure 32: Promise to Pay creation Option 1: selection of invoices (Step 1)
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Figure 33: Promise to Pay creation Option 1: selection of invoices (Step 2)
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Figure 34: Promise to Pay creation Option 2: selection of AR line items (step 1)
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Figure 35: Promise to Pay creation Option 2: selection of AR line items (step 2)
Figure 36: Promise to Pay details

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No.
Description
Save Promise to Pay
292320942.doc
Responsible
Person (Role)
Collector
Mode
Manual
Details
Collection specialist to save the Promise to Pay transaction.
Page 110 of 132
No.
Description
Responsible
Person (Role)
Mode
Details
Solution
The Promise to Pay will be created in the system with a unique number. It will be shown in each of the AR line items that are included in the
Promise to Pay. The Promise to Pay will also be accessible from ECC.
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Figure 37: Promise to Pay display
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7.4
Display/change Change authorization rights need to be segregated between union and non-union
staff, specifically, non-union collection specialists should not have the authorization to create promises
to pay, re-send documentation (Iinvoice, BL, SOA, Dunning Letter), release to external collection
agencies, or create disputes for customers handled by Union collection department and vice versa.
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8.
Level 4 process: 06.02.01.06 External collection
8.1
Process Flowchart
Item
csofo
lerce
tixote
nrnal
Requeesxtteto
S
e
ndto carriesout
r
n
a
l
colection/litigation
Ap
pa
ro
exte
rn
lvce
od
lefo
ctiron
Colector
Notapproved
M
rkrn
da
olccuo
m
ecntitson
in carriesout
ea
xte
le
Colector
carriesout
Selectexate
grennaclycolection
Colector
Droceu
enatslcro
elle
fo
xm
tern
ea
csite
od
n
8.2
Process Overview
In the situation where work items are required to be sent to external collection agency, collection
specialist will send a request for approval. Once approval is granted, Collection specialist will mark the
work item and select the external collection agency the work item is assigned to.
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8.3
Process Description
No.
Description
Request to Send to
external
collection/litigation
Responsible
Person (Role)
Collector
Mode
Manual
Details
If there is a need to send the work item to external party, collection specialist will put
the request for approval. This request is send manually by email.
Solution
Manual step outside the SAP system.
No.
Description
Mark documents in
external collection
Responsible
Person (Role)
Collector
Mode
Manual
Details
Once the approval for external collection has been granted, the collection specialist
must select the individual AR line items that should be released for external collection
(Not the work-item) and select the external agency to which the items should be
assigned. System tag the status of external collection at the AR line item level.
Solution
The release to external collection is a two-step process, in which the second step is transparent to the user. The two steps are release, and
submission. The collection specialist releases the invoice/open item, and then in a mass periodic process the open item is marked as submitted,
the submission sets a dunning block in the open item in order to exclude the item from further dunning.
The items submitted to external collector can be recalled manually in ECC via transaction FP03, once the recall is executed the dunning block is
released automatically and the item will be included again in the open item evaluation.
System enables to mark open items as released to external collection from the front end CCI SAP-FCC and also from the back end CCI SAP-ECC.
The collection specialist will be able to release invoices to external collection in FCC from:
292320942.doc
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No.
Responsible
Mode
Details
Person (Role)
Invoice list in FCC. (see Figure 38: Release to external coll. Option 1: Select items invoices to release for external collection and select
external collection agency from FCC)
Description
Open item list System handles the release to external collection at the AR line item level or selecting all by BTP level, therefore the
collection specialist will need to select all or select the specific AR line items that are going to be released for external collection (see
Figure 38: Release to external coll. Option 1: Select items invoices to release for external collection and select external collection agency
from FCC Figure 40: Release to external coll. Option 2: Select AR line items to release for external collection from FCC)
In ECC the release will be possible from transaction FP03E , and (see Figure 41: Select items to release for external collection and select external
collection agency from ECC.).
If its required to reset the release (before the Submission has occurred), the collection specialist will be able to use the reset release function
available in FCC (Invoice list and Open item list) and in ECC in transaction FP03E.
For the cases where the submission has already occurred (mass process marks the items as submitted) Tthe collection specialist will also be able
to re-call the items from the external collection from FCC or ECC using transaction FP03 (see Figure 42: Select Recall submitted items).
two-step process, in which the second stansparencollection specialist releases the invoice/open item, and theng. This item submitt to external
collector can be cancellly in ECC via transaction FP03, once the recall is executing s ritem will
No.
3
Description
Select external collection
agency
Responsible
Person (Role)
Collector
Mode
Manual
Details
Collection specialist to indicate which external collection agency is assigned to handle
the collection.
Solution
There will be only one generic agency set-up in the system, which will be used for the purpose of tagging the debt as in external collection (to track
the invoices released to a specific agency).
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No.
Responsible
Mode
Details
Person (Role)
The collection agencies will need to be set up as business partners in SAP ECC to enable the release to external collection from FCC.
Description
Figure 38: Release to external coll. Option 1: Select items invoices to release for external collection and select external collection agency from
FCC (step 1)
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Figure 39: Release to external coll. Option 1: Select invoices to release for external collection from FCC (step 2)
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Figure 40: Release to external coll. Option 2: Select AR line items to release for external collection from FCC
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Figure 41: Select items to release for external collection and select external collection agency from ECC
Figure 42: Select Recall submitted items

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8.4
Display/change Change authorization rights need to be segregated between union and non-union
staff, specifically, non-union collection specialists should not have the authorization to create promises
to pay, re-send documentation (Iinvoice, BL, SOA, Dunning letter), release to external collection
agencies, or create disputes for customers handled by Union collection department and vice versa.
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9. Level 4 process: 06.02.01.07 Document

customer interaction and close work item
9.1
Process Flowchart
Docum
entationsent
Accoucnotm
m
inte
tednance
pale
Prom
isetopaycreated
Te
syorfepje
ro
se
torm
pa
cm
teid
Docuim
en
tcctiuosntom
er carriesout
nte
ra
Disputecasecreated
Com
pu
lapin
frore
nstolved
Ite
no
m
kb
etd
asm
dsou
bttfu
ladre
Itedm
sbm
arlkdeedbtas
ou
tfu
Colector
Cuscto
e
od
ntact
om
m
prlecte
carriesout
lo
se
workiteC
m
/A
ssth
igenresult
Colector
W
orkitemclosed
9.2
Process Overview
As a last step in the collection process, Collection specialist documents / wraps up the interaction with
the business partner in the interaction record object and to close the work items.
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9.3
Process Description
No.
Description
Document customer
interaction
Responsible
Person (Role)
Collector
Mode
Manual
Details
As a last step in the collection process, the Collection specialist documents / wraps up
the interaction with the business partner in the interaction record.
Solution
After the action has been performed (documentation sent, move payment, Promise to Pay created, Dispute case created, Open items released for
external collection) is required over the work item, the collection specialist will add notes to the work-item. document the different actions in the
work item notes.
The business activities Create Promise to Pay, Created Dispute case and Release Open items for external collections are also recorded
automatically in the interaction record, here the collection specialist can add additional notes. The interaction information is then made available in
the interaction history together with the notes from the work-item, in order to that facilitates the retrieval of all actions and notes performed during
the customer interaction.
No.
Description
Close the work item /

Assign result
Responsible
Person (Role)
Collector
Mode
Manual
Details
Collection specialist closes the work item
Solution
After the notes are updated the collection specialist need to set the status of the work item to completed and will assign the result customer
reached or customer not reachable (see Figure 43: Update work-item with result and comments) the assignment of a result is mandatory when
the status is set to completed.
(The result is a configuration item. Additional result can be added during realization phase).
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Figure 43: Update work-item with result and comments
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Figure 44: Interaction Record
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Figure 45: Interaction HistoryRecord
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9.4
Display/change Change/Create authorization rights need to be segregated between union and nonunion staff, specifically, non-union collection specialists should not have the authorization to create
promises to pay, re-send documentation (Iinvoice, BL, SOA, Dunning letter), release to external
collection agencies, or create disputes for customers handled by Union collection department and vice
versa.
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Quote-to-Cash (Q2C)

Credit, collection and Invoicing (CCI)

FUNCTIONAL PROCESS DEFINITION DOCUMENT (FPDD)

Cristobal Fuentealba, Gunawan Lie

Keah Sien Foo

Amendment after NOL feedback

Amendment after NOL feedback

Amendment after NOL feedback

Amendment after NOL feedback

Wong Peck Wei

Update FPDD according to the

Richlog 1911, 2021, 2060, 2062,

Europe Regional Lead

Lead Analyst, A/R

Loo Hui Ping

Head GSC & KPC Fin

Manager, A/R, GSSC

Chan Soh Luan

Director, Asia Regional

Wong Peck Wei

Project Manager, Credit

Accepted Date (dd/Mmm/yyyy)

Sign off By:

Soh Kam Giap

Regional Financial Officer, South

Regional Financial Officer, North

Ong Tuen Suan

Regional Financial Officer, Europe

Manager, Financial Accounting &

Figure 7: Collection Unit Organizational Structure GSC Chong Qing..............................................2

Process Group List

06.02.01.01 Determine customers to be contacted

06.02.01.02 Contact customer

06.02.01.03 Enter follow-up details and Document customer

06.02.01.04 Send required documentation

07.05.01.05 Account Maintenance

06.02.03.01 Create customer dispute

06.02.01.05 Create Promise to Pay

07.05.04.01 Tagging of Doubtful Debt

06.02.01.06 External collection

06.02.01.07 Document customer interaction and close work item

*These are Interfaces to processes described in other PDD documents

The following are the key design consideration(s):

2.4.1 System platforms supporting collection specialist

Doubtful debt tagging

2.4.2 Main concepts on collection management

Dunning lock: Indicated if a contract account should be excluded from dunning.

Temporary Assignments: Indicates a temporal allocation of the business partner to a

Collection strategy (collection assignment)

Location Invoice Issuing City

Work-items, and List of work-items

- Interaction History: List of interactions for a business partner.

to different collectios to assigpecific collection speciali

Collections management organization structure (collection departments, collection groups,

Reassigning collection center/country collection unit and collection specialist at the

Re-assign work-items between different collection specialist.

The complete organizational structure is available in the attached file:

2.4.3 Legacy concepts to be replaced by SAP

Collection specialists profile

dDisputes for customers handled by Union collection department and vice-versa

Release to external collection

For customers handled by Union collection department and vice-versa.

The following levels of controls should be included for authorization design: