Customer Service-

Onsite service for

equipment within
warranty period.

- Naveed Ansari

18 Feb 2009

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 Content

Process flow

1. Master data

2. Sales processing

3. Service processing

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 Process flow for Scenario 1

Onsite service for equipment within warranty period.

Master

Create master
data

Create serial Assign warranty &

No. equipment No. assign it to
equipment No.
process
Sales

Sales order Delivery invoice

processing
Service

Assign Change Create TECO service

Create Check warranty technician at service Book the cost
notification service Order order
customer site notification
Event

Customer Technician
reporting at onsite
problem

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 1. Master data

Process starts with creating master warranty in BGM1. Enter material

& then put period of warranty as 1 year as shown. Save it.

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 1. Master data

Create serial no. in IQ01. click on equipment view & save it. Serial no.
gets generated.

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 1. Master data

Go to IQ02 & check the equipment no. Assign master warranty in

warranty tab & save it.

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 2. Sales processing.

Create sales order with standard order type OR

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 2. Sales processing.

Create delivery & assign the serial no. which we have created to the
material & do the PGI. Create invoice.

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 3. Service processing

Once sales process is finished the item is at customers site. Now after
some days customer reports the problem in item for which service
person creates service notification to register customer complain.
Create service notification in IW51

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 3. Service processing

Put equipment no. & press enter warranty check pop up will come.
Verify warranty & save it.

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 3. Service processing

Verify the warranty & save it.

In notification service person will note the actual problem with item &
necessary activities to be perform & assign technician to carry out
required task.
Go to IW52 & click service order as shown. It will give pop up for
service order details. Press continue.

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 3. Service processing

You can put the detail cost in service order & save it.

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 3. Service processing

Once service is completed TECO the order as shown. Service

order is basically to reflect the cost incurred during servicing.

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