SAP Garantie-Und Gewährleistungsmanagement Im QM Umfeld

Public
Warranty Management
Clemens Paulus, SAP

2019, September 25th
Daily challenges in complaints handling
1. Complaints may be raised via multiple different channels (excel files, portals,
manual creation, unexpected returns,…)
2. Different streams within the process (quality information, finance and stock) are
often handled separately, have no / little integration and lack transparency
3. Orchestration of the different processes (handling towards the customer,

towards the supplier and within the company)
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Holistic view on a complaint
Customer Portal (e.g. B2B) Excel (e.g. KTL) Manual creation (e.g. UI5)
Logistics Quality Finance

Your company
(MM/SD/ARM) (QM / IQOS) (WTY)
ERP
Supplier Portal Interactive Documents PDF

SAP S/4HANA Enterprise Management
Warranty Management
“SAP Warranty Management is the SAP solution for processing claims an managing corresponding master data. The solution covers the
complete supply chain, linking customer (reimbursement) and vendor (recovery) processes. SAP Warranty Management handles the financial
aspects of claims and integrates related processes (e.g. return parts logistics or quality improvements.)”
Solution
SAP Warranty Management works with claim objects that keep track of the transparency through an easy versioning concept.
▪ Within one claim, inbound and outbound processes can be processed for each partner.
▪ Within one category, there can be a unlimited number of versions which document the proceeding of a claim.
Customer
Outgoing to Incoming from

▪ SAP WTY provides you one central document instead of many
distributed information and is capable of directly using the relevant,
Customer Customer
existing SAP master data (equipment, material, customers, prices…)
Incoming from Outgoing to

▪ The flexible concept allows you to create all variants of your
Vendor Vendor
processes within the claim management process.
Vendor
▪ Through the flexible process design the rule engine can be called for each version. The rule framework is designed as well to call also self-defined rules and to automate
the validation process as much as desired.
▪ Based on the full integration to all relevant SAP modules, prices can be directly derived from SD or MM within the claim depending on the version and postings of costs /
revenues can be made into FI and CO directly out of the claim, separated by the version.

Improvement Potential / Value Proposal
Even if a claim management process is already in place,

using a dedicated warranty management system has the
potential to improve the overall business result
• Uniform end-to-end process, independent of object and partner

• Integration into SAP landscape (e.g. modules SD, FI, MM, …)
• Flexible adjustable degree of automation of claim validation
• Reducing of manual efforts and response time to the customer
• Enhancing the accuracy of claim validation creates greater
customer confidence
• Increase number of claims raised to the supplier to reduce own
costs

Warranty Data Analytics: Quality, Efficiency, New Business Models
Warranty Data gives you direct feedback on how

your products are performing in the market
• Discover Failure Patterns early, reducing failure
discovery time, reducing number of faulty units
being sold
Model 1
• Rule-based and consistent decisions, for all Model 2
Model 3
claims: Warranty, Goodwill, Contracts, Recalls Model 1
Model 2
Model 3
• Calculate exact accrual rates, to maximize your Model 1
Model 2
cash-flow Model 3
Model 1
Model 2
• Know your products performance and create Model 3

Model 1
new service offerings: Pay-per-hour, pay-per- Model 2

Model 3
kilometer, extended warranties, full service, full- Model 1

Model 2
service leasing, etc. Model 3

Model 1
Model 1

Warranty Scenarios
The Warranty Eco System can be complex
Supplier T2
Warranty processes go cross the borders…
◼ …of organizational units Supplier
◼ …of legal entities
◼ …of supply chain levels Supplier
OEM
Branch /
Plant
Distributor
Abroad
OEM
Branch /
Dealer Plant
abroad
Customer
Warranty deals with diverse organizational settings and players
◼ Direct an indirect sales organizations
◼ Consolidated and independent businesses
Service Center
◼ Organizational units take different roles in different stages of the
process
◼ Frequently changing players (dealers and suppliers)

Warranty Processes
There are two main processes in warranty management.
Customer Claim Cost Recovery

Management Process
Supplier
Company
Internal Supplier
Customer

Warranty Scenarios
Customer Claim Management
Within the customer facing warranty process the goal is to manage and handle claims
submitted by customers.
▪ Create Claims from different sources

(Portal, EDI, XLS Upload, Directly in the
Claim system)
Creation
▪ Check Warranty Policy

▪ Claim Validation
Claim
▪ Object Claims / Reject Claims
Processing
▪ Return Part Management
▪ Check Credit Competency

Claim
▪ Trigger FI postings for claims
Payment
▪ Post costs to the correct cost object
& Posting

Warranty Scenarios
Manufacturer / OEM
Claim • Claim submission via web portal, external

Creation interface (e.g. DMS), Mail or phone.
• Detailed information on repair
Case-by-case processing
There are two • (degree of automation is flexible)
Claim major process
Processing variants in the
automotive Supplier
industry
Claim
Payment
• Claim data is received in batch-files (e.g.
& Posting
Excel)
• Information to repair / defect may be only
partly available
• Mass processing relevance
• FI process differs as warranty costs are
deducted from OEM invoices
Warranty Scenarios
Cost Recovery Process
Within the vendor facing warranty process the goal is to recover costs from
internal (intercompany) or external (supliers recovery) sources.
▪ Create Claims from different sources

(e.g. existing warranty claim, DMS
Claim / Version system, Maintenance order, service
Creation order)
▪ Determine Vendor / Partner

▪ Validate Claim / Check Policy
Claim
▪ Send Claim
Processing
▪ Validate Claim Response
Claim ▪ Trigger FI postings for claims

Payment ▪ Post costs to the correct cost object
& Posting

Warranty Scenarios
Cost Recovery Process
Based on Claims
(e.g. if the customer claim
process is used)
• Costs arising from the customer facing
Claim / Version process can be claimed internally (from a
Creation different plant / entity) or externally (from
the respective vendor.
There are two
Claim major process
Processing variants
Based on Service Activities
(service on internal assets, serialized equipment, …)
Claim
• Internal service activities (repair) for an
Payment
asset or the replacement of an asset can
& Posting
be validated with regards to warranty
terms and conditions. If the requirements
are met, the costs can be claimed from
the respective vendor.
Process Overview
Customer Claim Management „Manufacturer / OEM“
Warranty Customer Process - OEM
Create the claims from dealer portal / inbound IDocs. Perform second checks on claim regarding If necessary, postings can be reversed, changed and
Enrich the claim with data from the reference object warranty terms, Value thresholds, special then again posted. Due to the versioning concept, the
(asset). conditions,… transparency is kept during the whole process.
Customer Customer
Financial Claim
Claim Creation Inbound Outbound
posting Correction
Processing Processing
Create Claim Validate Master Data Perform content checks Check financial limits Reverse Posting
Submit Claim Derive Prices Validate returning part Post costs on accounts Correct Claim
Perform formal checks
Perform first checks on a claim regarding After potentially adjusting the claimed amount,
completeness (mandatory fields), post the claim costs on the appropriate FI
duplicates, master data,… accounts and CO objects.

Cross functions
A claim in SAP WTY Claim Customer Customer Financial Claim

Creation Inbound Outbound Posting Correction
Master Data
▪ Within the warranty claim you can

have
▪ Integration of all relevant documents
in the SAP document flow
▪ Extended information about the
claim’s reference object directly on
the claim screen
▪ Pre-defined layouts for all relevant
table displays (claim positions,
navigation tree for previous claims,
etc.)

Cross functions
Perform formal claim validations Claim Customer Customer Financial Claim

Master Data
▪ The warranty claim uses the VSR

engine to validate claims.
▪ Possible validations are

▪ Mandatory field checks on all claim
levels
▪ Check for duplicate claims
▪ Checks for completeness of claim
…

Cross functions
Validate and adjust the prices Claim Customer Customer Financial Claim
Master Data
▪ Derive the appropriate labor rates

based on country, dealer number,
etc.
▪ Reduce submitted prices

▪ By applying a specific percentage /
value based
▪ By setting a fixed value on the version
/ for an item
▪ By setting respective values per item
type (material, labor, sublet)
▪ By setting maximum values for items

Cross functions
Create (financial) approval levels for your claims Claim Customer Customer Financial Claim
Master Data
▪ Let claims only be released by the

user that has the right to do so.
▪ Maintain individual credit

competency – separate for credits
and reversals.
▪ Automatic forwarding to the next

higher level can be set up. Next
level approver can be notified by
email or workflow.
▪ Claims awaiting approval from

higher level are collected in a
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separate status 19
Cross functions
Post your claims in SAP FI / CO Claim Customer Customer Financial Claim

Master Data
▪ Create FI postings directly out of the

claim. GL account determination (FI)
can be set up completely flexible
according to your needs /
requirements.
▪ Derive the relevant CO object

▪ Internal order
▪ Cost Center
▪ Service Contract
▪ PSP elements
▪ …
▪ Find all documents easily via the

document flow.
Cross functions
Issue a claim statement document Claim Customer Customer Financial Claim

Master Data
▪ Create a claim statement document

with the message determination
framework directly when performing
the claim posting.
▪ All issued forms and statements are

automatically added to the claim’s
attachment list.

Process Overview
Customer Claim Management „Supplier“
Warranty Scenarios
Manufacturer / OEM
Claim • Claim submission via web portal, external

Creation interface (e.g. DMS), Mail or phone.
• Detailed information on repair
Case-by-case processing
There are two • (degree of automation is flexible)
Claim major process
Processing variants in the
automotive Supplier
industry
Claim
Payment
• Claim data is received in batch-files (e.g.
& Posting
Excel)
• Information to repair / defect may be only
partly available
• Mass processing relevance
• FI process differs as warranty costs are
deducted from OEM invoices
Situation
Communication in field via excel list • The supplier only
get’s a very small
snapshot (usually 2 –
5%) of the parts that
are really failing. All
remaining parts are
charged but not
physically sent back.
Usually just 2% - 5%
Defective Replacement
Part Part
• Reimbursement is
Customer claim data often “self-taken” via
(e.g. via Excel file) initial debit (under-
8D analysis report
payment of parts
delivery)
© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

WTY Claim 24
Warranty Customer Process - Supplier
Create claims & notifications Handle claims individually or collectively:
out of Excel file. Apply updates Post the claim amounts on the appropriate
if required. FI accounts and CO objects.
XLS
Claim/Notification Claim Financial Claim

Creation Processing Posting Correction
File Upload Validations Intial Debit Reverse Posting

Create Documents Review Claims Distribute Debit Correct Claim
File Updates Collective Objection Collective Posting
Perform validations e.g. on warranty terms, Claims can be reverse posted, changed
value thresholds, special conditions. Review and then posted again. Due to the
claims manually only if necessary. Send versioning concept, the transparency of
collective objection report to the customer. what was changed is given.

Cross functions
Upload your customer files with the upload tool Claim / Notification Claim
Processing
Financial
Posting
Claim
Correction
Creation
Master Data
The Upload Tool is structured into the

Header three parts
Header Data
Data
Theinheader
internal format,
holds converted
all general data
Excel Data (External data) out
likeoffile
external and enriched
name, uploading status, by
customer orSAP file receive
data date.
External Data
This section holds the unconverted
data rows and header information
of the uploaded excel file.
SAP Data (Internal data)
Internal Data
This section contains Data in an
internal format, converted out of
external data lines and enriched by
SAP data.
Cross functions
Use different mappings to convert the data Claim / Notification Claim

Processing
Financial
Posting
Claim
Correction
Creation
Master Data
▪ Individual file mappings

You can setup individual file
mappings for each partner. Also
Data in internal
multiple format,for
file structures converted
partners
are
out ofpossible.
external and enriched by
SAP data
▪ Data conversions
Use predefined DDIC conversion
logic or function modules to
convert the data in a SAP
compatible format.

Cross functions
Create Claims for each customer file line item Claim / Notification Claim
Processing
Financial
Posting
Claim
Correction
Creation
Master Data
▪ Each line item of a customer file

creates a warranty claim in the
system.
▪ All claims are processed at once,

which means they are validated
regarding the relevant rules (e.g.
technical factor, warranty terms,
duplicates …).
▪ If needed, you can directly jump to

related master data (partner,
material …) with a double-click.

Cross functions
Object for multiple claims of a customer file Claim / Notification Claim

Processing
Financial
Posting
Claim
Correction
Creation
Master Data
▪ Based on the Validation results,

you can object all respective
claims in one document / print out.
▪ You can define the reasons that

are relevant for objecting claims
and bring them in a relevant
priority.
▪ The Output document (PDF) can

be sent to the vendor
automatically or downloaded for a
manual communication. The
document is also attached to the
claims’ document flow.
Cross functions
Create a collective claim for financial posting Claim / Notification Claim

Processing
Financial
Posting
Claim
Correction
Creation
Master Data
▪ Create an additional claim with a

different claim type that is used to
perform the complete FI / CO
posting at once.
▪ Add a line item for each claim with

the respective financial value of
this respective claim.
▪ Use the hotspot navigation to jump

into the details of the individual
claim with one click.
Cross functions
Create one transparent FI posting for all claims Claim / Notification Claim
Processing
Financial
Posting
Claim
Correction
Creation
Master Data
▪ Create FI postings directly out of the

claim. GL account determination (FI)
can be set up completely flexible
according to your needs /
requirements.
▪ Derive the relevant CO object

▪ Internal order
▪ Cost Center
▪ Service Contract
▪ PSP elements
▪ …
▪ Find all documents easily via the

document flow.
Cross functions
Keep track of all your claims with the warranty Claim / Notification Claim
Processing
Financial
Posting
Claim
Correction
Creation
workbench
Master Data
▪ Free selections dialogue including

all fields (customer fields to
standard structures are included
automatically).
▪ Worklist function: Selecting your
own claims with one click.
▪ Calculated values (KPIs) can be
defined freely and shown with the
claims.
▪ Additional information can be read
into the results list, such as:
▪ Long texts
▪ error logs
▪ …

Process Overview
Cost Recovery
WTY Supplier Recovery
Create Claims / versions Perform Decision Check Reverse Claim

Start from an existing customer claim or with Upon receipt of the decision by the If necessary, postings can be reversed,
a new claim, enrich the claim with data from supplier a potential correction of the changed and then again posted. Due to
the reference object (equipment, VMS requested amount will be made the versioning concept, the transparency
vehicle,…), vendor and material master is kept during the whole process.
Supplier Supplier
Financial Claim
Claim Version Creation Outbound Inbound
posting Correction
Processing Processing
Validate claims Post claims

Perform checks on the claim After decision check, posting of the
regarding completeness costs is done on the appropriate FI
(mandatory fields), duplicates, accounts and CO objects
warranty, master data, …

Cross functions
WTY Supplier Recovery Process Overview
Claim Create Vendor Vendor Claim
Claim Creation Sources Claim Outbound Inbound Correction
Master Data
▪ Claim creation from external

source in dialog (manually or
automatically) or in batch mode
▪ Automatic determination of vehicle
or equipment from serial number
▪ Automatic determination of
dependent data like master
warranty, warranty start date,
partner etc.
▪ Display of all determined data
within the warranty claim
▪ Direct access to master data
through forward navigation

Cross functions
Vendor Outbound processing Sources Claim Outbound Inbound Correction
Master Data
▪ Automatic Vendor Determination

• Typically using purchasing
information (source list & purchasing
info record)
• Option to use BAdI for own
determination
▪ Cost Collector
• Determination of costs related to the object
(scrapping / QM related costs)

Cross functions
Master Data
▪ Warranty Determination by
• Technical Object with multiple master
warranty assignment
• Spare Part warranty
▪ Warranty Check
• Dedicated profile to cover customer
specific warranty checks
• Using additional sources, e.g.
contracts

Cross functions
Master Data
▪ Return Parts Determination

• Define parts to be returned to vendor
• Automatic determination during
processing of claim
• Set usage of parts, decision code and
status
• Decide either to get the costs
reimbursed or to get a new part. In
this case the value of the material
item is zero. But labor costs and
additional fees will be charged.

Cross functions
Vendor Inbound processing Sources Claim Outbound Inbound Correction
Master Data
▪ Dunning Procedure
• In case the decision is overdue, the
vendor can be reminded
• The functionality is included in the
action framework.
• Standard message framework is used
to send messages
▪ Value correction
• The IV version contains the same
values as the OV version.
• Decision from vendor may have
different values
• A screen is provided to easily adjust
these values in the IV version

Cross functions
Claim Correction Sources Claim Outbound Inbound Correction
Master Data
▪ Claim Correction
• In case the claim has not been fully
reimbursed or rejected, it is possible
appeal the decision
• The starting point is again an OV
version which will be copied from the
latest IV version
• The data is the same except the fact
that the amount to be claimed will be
reduced to the difference between the
latest OV and IV versions
• The process of submitting the new
OV version and receiving the result is
identical to the versions before

Report options
The Shift from Data to Intelligence
Data Information Insight Action VALUE
Organizations that provide people with the intelligence to make

better decisions and enable them to act in the moment, will outperform.

What Are Your Most Important Decisions?
How can we create do we drive

maximum cost new business
models (usage-based, full-
service-leasing, extended
warranties)?
How do we optimize our automatic How can we identify failure

processing to keep competitive patterns earlier to ship better
advantage of individual responses but products and save cost?
also free up time to do more
meaningful work?
DECISIONS
DECISIONS
DECISIONS
DECISIONS
How do we manage our accruals to
How can we uncover fraud attempts DECISIONS optimize our cash flow but also
in a high volume of warranty claims? DECISIONS cover financial risks?
DECISIONS

Overview and Strategy
SAP Analytics Cloud is one | simple | cloud
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Data Preparation Sharing Forecasting Custom Apps

Storytelling Simulation Automated Insights SDK Extensions
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Unified experience for Planning, BI and Predictive all in one service
Live data connectivity enables SaaS for everyone
End-to-end analytics for the Intelligent Suite
SAP Analytics Cloud can live-access data in S/4HANA
C-Suite
Executives
DIGITAL BOARDROOM + WEB + MOBILE + NLP

On-Premise
Frontend /
Cloud
3rd Party
Business
Users SMART BUSINESS INTELLIGENCE +
COLLABORATIVE ENTERPRISE PLANNING + PREDICTIVE ANALYTICS
Direct Access /
No sync required*
INDUSTRY SOLUTIONS + LINE OF BUSINESS SOLUTIONS
IT and SAP S/4HANA Backend /

BI Architects onPremise
SAP HANA + SAP BW/4HANA + 3rd PARTY APPLICATIONS
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Use the Exploration Mode to investigate
Drill through your data

Create stories to present your analysis in meaningful way
Stories present the analytical content, which can be shared across the enterprise

Share your stories with all relevant recipients / stakeholders
Sender
recipient
sender
Sender

Deployment possibilities
Use SAP methodology to identify gaps
Model Company
Get ready to use, preconfigured processes to accelerate your SAP solution deployment.
• Get a reference solution with preconfigured processes

• Simplify all phases of your deployment project including discovery and user adoption
• …
Engineered Service (ACS)

Get a best-practice configuration for existing modules / processes
Use project solutions for potential remaining gaps to reduce costs and risks

Engineered Services (ACS for Warranty Management)
Customer Benefits – Cost savings
Short implementation phases

Optimized delivery concepts based on over 15 years of project
experience allows an efficient implementation saving time and
resources. Pre-developed, pre-tested ACS content and pre-created
project templates are reducing the time for Go-Live perceptibly.
Modular solution architecture for fix price

The modularized solution allows to implement only necessary parts for
a fix price and simple enhancements at any time.
Optimized Claim Management processes

Improved warranty management processes are helping to avoid
unjustified payments due to false complaint data as well as an
accelerated and simplified objection process.
Pre- developed objects & content

Preconfigured and -devolved features are reducing project costs for
implementation and failures. Use a bunch of 2000+ pre-developed
ABAP objects to save costs for expensive custom developments you
would need instead.
Engineered Services (ACS for Warranty Management)
Customer Benefits – Low integration risk
Low impact on existing ERP landscape

The ACS Warranty is connected to SAP standard components, such
as FI or SD using several BAdIs and user exits. The developments are
located into it’s own ACS namespace with the result, that the code
works 99,99% without any modification. This reduces the impact on
your running system and it’s stability significantly.
Proven & tested solution of over 15 years

The solution has proven it’s performance and stability of the 2000+
tested ABAP Objects for many years at manifold projects, system
landscapes and customers. In comparison to normal custom
developments there are no surprising bugs during implementation.
This allows a very smooth implementation.
Long term support & service

As the ACS is based on the SAP standards, a long term support &
service is guaranteed. This safeguards your investments also for a
long term perspective.

Implement ACS in alignment with SAP Activate
Analyze your gaps directly on Reduced risks due to many
Request a demo of your a running prototype in your previously done Go-Lives,
relevant processes system environment. Cut-over lists, etc.
Experience Fit/Gap, Scope Onboard,
Trial and configure Deploy
Discover Prepare Explore Realize Deploy Run
Project
Lifecycle
Migrate,
Install integrate,
extend, test
Quick Delivery by transport High software quality,

and config guides existing test scripts

Source of Information
▪ Internet
Overview-, Detail- and Customer presentations
http://www.sap.com/acs
▪ Email - distribution list

Signing up through mario.rebitzer@sap.com
▪ OSS-System
Notes
(Search term: Automotive Consulting Solutions)

Questions
Thank you.
Clemens Paulus
Senior Warranty Consultant
Consulting Automotive
SAP Deutschland SE & Co. KG

Hasso-Plattner-Ring 7
69190 Walldorf, Germany
M +49/151/438 19510
E clemens.paulus@sap.com

Sprache

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Clemens Paulus, SAP

3. Orchestration of the different processes (handling towards the customer,

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 2

Logistics Quality Finance

Supplier Portal Interactive Documents PDF

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 3

Outgoing to Incoming from

Incoming from Outgoing to

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

Even if a claim management process is already in place,

• Uniform end-to-end process, independent of object and partner

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 5

Warranty Data gives you direct feedback on how

• Know your products performance and create Model 3

new service offerings: Pay-per-hour, pay-per- Model 2

kilometer, extended warranties, full service, full- Model 1

service leasing, etc. Model 3

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 6

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 8

Customer Claim Cost Recovery

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 9

▪ Create Claims from different sources

▪ Check Warranty Policy

▪ Check Credit Competency

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 10

Claim • Claim submission via web portal, external

▪ Create Claims from different sources

▪ Determine Vendor / Partner

Claim ▪ Trigger FI postings for claims

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 12

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

A claim in SAP WTY Claim Customer Customer Financial Claim

▪ Within the warranty claim you can

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 16

Perform formal claim validations Claim Customer Customer Financial Claim

▪ The warranty claim uses the VSR

▪ Possible validations are

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 17

▪ Derive the appropriate labor rates

▪ Reduce submitted prices

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 18

▪ Let claims only be released by the

▪ Maintain individual credit

▪ Automatic forwarding to the next

▪ Claims awaiting approval from

Post your claims in SAP FI / CO Claim Customer Customer Financial Claim

▪ Create FI postings directly out of the

▪ Derive the relevant CO object

▪ Find all documents easily via the

Issue a claim statement document Claim Customer Customer Financial Claim

▪ Create a claim statement document

▪ All issued forms and statements are

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 21

Claim • Claim submission via web portal, external

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC

Claim/Notification Claim Financial Claim

File Upload Validations Intial Debit Reverse Posting

© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 25

The Upload Tool is structured into the

Use different mappings to convert the data Claim / Notification Claim

▪ Individual file mappings