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SAP CS (Customer Service)

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This blog on Repair Process is written to help SAP CS Consultant on giving a completeunderstanding on how Repair Management is captured in SAP. The experience of 2implementation in Customer Service is utilized to compile this blog on SAP CS. These posts arecreated with inspiration & guidance from Priya Pathak (at IBM) who work as a colleague on SAPImplementation Projects. The author works with IBM presently. As the length of this post is quite log, this is divided into Part I & Part II. You can refer Part II forSettlement, Delivery & Billing Process. 1. Scope of the Post / Document This document aims to serve the purpose of explaining how repair process can be handled atmanufacturing plants for the components or parts as well as 3rd party parts (from external vendors). We also cover how replacement can be executed as a part of standard SAP Process from notification ifbusiness decides to have replacement instead of repairing the item (repairing may be carried out butcustomer is supplied with replacement part immediately & repaired part is then used as an independentcomponent) 2. Master Data Requirement

Below Master Data is mandatory to execute the below depicted SAP Standard Repair Process-

1. Material Master Data

2. Equipment Master (linked to Material Master)

3. Process Steps – Repair Process

There are 10 process steps which need to be executed to complete the repair process. As indicatedbefore, it is imperative to have 2 master data in SAP (Material Master & Equipment Master) created inadvance before below steps are executed. 3.1 Receiving Customer Complaint On receiving customer complaint or return component for repair process, notification needs to be createdby business wherein information below can be entered like-

Cause Codes

Defect Codes

Different activities can be entered which needs to be preformed to repair the products

Priority

Incoming / Outgoing Calls etc.

Warranty validation is carried out within notification if equipment master has got warranty dates &system correspondingly gives a message if the repair product is in warranty or not. Transaction Code – IW51Notification- 300000104 Notification type needs to be entered (Z4) as indicated below-

Repair Process in SAP CS (Customer Service) - Part IPosted by Rahul Asai in SAP CS (Customer Service) on Jul 21, 2012 1:16:17 PM

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3.2 Creation of Repair Sales Order Within notification, mandatory fields as indicated below can be entered and then repair order needs to beclicked within the action box on the right side-

This will give the pop up wherein repair sales order type, service material needs to be entered, and savethis as indicated below-

This generates the repair sales order & can be seen in the document flow of notification-

SO-109000054 We check this repair sales order in VA03 Transaction code, note the repair button at the bottom-

We can see in the repair tab there is one repair item we need to receive-

3.3 Return Delivery To receive the repair material, we create returns delivery using Transaction code VRRE, below detailsneeds to be put-

Check the details in the returns delivery-

Return Delivery - 7008500050 3.4 Goods Receipt against Return Delivery for Repaired Item Now, Goods receipt for the repair material needs to be done using VL02n transaction code as indicated-

Pl check the document flow for material document-

Check the movement type used for return material-

Pl see above that this is non valuated material and there is no financial postings. 3.5 Service Order Creation from Repair Order Now we create the service order for this return material from sales order VA03 transaction, hit theproposal button below as indicated-

This calls for the task list (list of work centers maintained for the service material)-

Confirm the availability control, save the Sales Order, which will create the service order in thebackground. To check the service order, hit on button below as indicated in VA03 Transaction code-

System would take you to IW33 transaction code where you get to see the service order created. Service Order – 4000084 is created. Service Order can be seen below in transaction IW33-

3.6 Service Order Updation with Operations, Components & Settlement Rule of Cost

Centre

Now, based on the requirement to repair the returned product, put in the operations required-

Add on components can also be put in which would be required for the repairing of returned product-

We update the settlement rule-

Cost Centre needs to be put for service / repair process; this is where cost of operations & componentswould be settlement-

3.7 Service Order Confirmation We come to IW42 transaction to confirm the operations and issue the components to service order asbelow

Save this. You can check in service order (IW33) to check the goods movement of components

You get the material document. Pl check the movement type and accounting document-

Goods issue accounting entries are as below-

In the cost tab of service order, we can check the costs-

Planned & actual costs are displayed-

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You may refer a separate post for Part II for Settlement, Delivery & Billing Process. Please respond back with your comments / or e mail to me at rahulasai@gmail.com in case we can improve thisfurther to help larger audience of SAP Community.

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7 Comments

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Abhishek Tripathi Jul 23, 2012 12:36 PM

Good end to end article on Repair Process.

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Abhishek Tripathi Jul 23, 2012 12:36 PM

Good explanation with the help of screenshots.

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Vishnubhatta Pratap Jul 29, 2012 3:54 PM

Thanks for sharing the process flow on Repair process. This being one of the niche area of SAP, there is very less material available on SCN and other SAPforums. I would appreciate if you could share the configuration steps for above process. This will be agood value addition. Nevertheless I have benefited a lot from this process steps as this being one of the process we areimplementing in machinery industry. Thanks a ton Rahul.

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surendra boyapati Sep 7, 2012 7:39 AM

Thanks Rahul

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venu gopal Jan 22, 2014 1:58 PM

Mind Blowing .. very good document you have shared ...

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venu gopal Jan 23, 2014 7:19 AM (in response to venu gopal)

Dear Any body tell meone doubt here In va03 t.code material is 10000017 is there after clicking repair tab servicematerial is coming 10000012 ok but when he enterd Order type -- sales org--dist--division here materail is 10000012 and service material is 10000017 so how it come reversemy doubt is in va03 material would be 10000012 and service material would be 10000017So plz make me clear. NOTE: In general business process once we got any return delivery from customer after wecareat another delivery for dameged goods here we will recive Rapir product in VRRE Then we will give repair product to customerright after repairing that one or new item so here no need to create another delivery tocustomer ? Before this we have to create warranty process via WTY T.code ?

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Sérgio Donaire Jul 16, 2015 4:59 PM

Thanks, Rahul, very good document.