Customer Service (CS)

Curriculum: Introduction to S4HANA using Global Bike

Teaching material - Information

i Teaching material - Version

 3.3 (July 2019)

 Software used
• SAP S/4HANA

 Model
• Global Bike

 Prerequisites
• No Prerequisites needed

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Module Information

Authors

 Tim Böttcher
 Chris Bernhardt
 Stefan Weidner

Target Audience

 Beginner

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Module Information

Learning Objectives

You are able to

 name some functionalities of the CS module.
 define the central organizational structures of the CS module.
 summarize the master data which is most important for the CS module.
 explain standard processes of the Customer Service.

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Functionality

 Service Contract

 Service Notification

 Service Order

 Goods Return and Repair

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Agenda

 CS Organizational Structure

 CS Master Data

 CS Processes

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GBI Structure for Customer Service

Global Bike Client

Global Bike Inc. Global Bike Germany GmbH Company Code

Plant
San Diego Miami Heidelberg Hamburg

Dallas
Maintenance Plant

Responsible Maintenance
Planning Plant
Misc.

Storage Location
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 CS Organizational Structure

 Client
• An independent environment in the System

 Company Code
• Smallest org unit for which you can maintain a legal set of books

 Storage Location
• An organizational unit allowing differentiation between the various stocks of material in a plant

 Plant
• Operating area or branch within a company
 Manufacturing, distribution, purchasing or maintenance facility
• Place in which the technical objects of a company are installed

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CS Organizational Structure

 Sales Organization
• An organizational unit responsible for the sale of certain products or services.
• The responsibility of a sales organization may include legal liability for products and customer claims

 Distribution Channel
• The way in which products or services reach the customer
• Typical examples of distribution channels are wholesale, retail, or direct sales

 Division
• A way of grouping materials, products, or services

 Sales Area
• Combination of Sales Organization, Distribution Channel and Division
• Determines conditions (i.e. pricing) for sales activities

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Sales Area (example)

ElectroPro Company
Code

Northern Area Southern Area Sales Organization

Internet Wholesale Wholesale Distribution Channel

Mobile Kitchenware Home

Kitchenware Division
Entertainment

Sales Area

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CS Organizational Structure

 Sales Office
• establishes contact between the firm and the regional market

 Sales Group
• performs and is responsible for sales transactions

 Shipping Point
• performs shipping processing and is the part of the company responsible for the type of shipping, the necessary shipping
materials and the means of transport

 Picking Location
• place where the goods will be picked for shipping

 Purchasing Organization
• organizational unit responsible for procuring services and materials

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CS Organizational Structure

 Operating Concern
• represents a part of an organization for which the sales market is structured in a uniform manner
• a operating profit for the individual market segments can be calculated
• multiple controlling areas can be assigned to one operating concern

 Controlling Area
• a self-contained, organizational unit for which the management of revenues and expenses can be performed
• may include one or more company codes; therefore, an enterprise can perform management accounting analyses and
reports across several companies
• a way to identify and track where revenues and costs are incurred for evaluation purposes

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Agenda

 CS Organizational Structure

 CS Master Data

 CS Processes

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CS Master Data

 Customer Master Data

 Equipment

 Work Center

 Bill of Material

 Material Master Data

 Vendor Master Data

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Customer Master Data

 Customer Master
• Contains all of the information necessary for processing orders, deliveries,
invoices and customer payment
• Every customer MUST have a master record

 Created by Sales Area

• Sales Organization
• Distribution Channel
• Division

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Customer Master Data

 The customer master information is divided into 3 areas:

• General Data
• Company Code Data
• Sales Area Data

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Equipment Master Record

 Equipment Master Data

• contains all information around
equipment

 Information in four views:

• General
• Location
• Organization
• Structure

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Equipment / Functional Location - Definition

 Equipment
• Individual and autonomous technical unit
• Physical object for which maintenance tasks are planned and performed
• Equipments can be placed in functional locations

 Functional Location
• Hierarchal organized structure which represents e.g. a technical system, a building or a part of it
• Structural depiction of a technical plant
• Planning and performing maintenance tasks

 Classification
• assignment of an item or initiative to one or several buckets of a classification hierarchy
• The act of assigning a value of a given characteristic to an object

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Equipment / Functional Location - Definition

 Measuring point and counter reading

• describes the state of a technical object
• important for regulations, e.g. emission limits of a plant

 Serial number
• used for individualization of materials
• distinguish materials with the same material number
• specify the exact location of an unique good
• save additional information
• e.g. manual, warranty information

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Work Center

 A location within a plant where value-added work (operations or activities) are performed
• Work Centers can represent
 People or Groups of People
 Machines or Groups of Machines
 Assembly Lines

 Work center used to define capacities

• Labor
• Machine
• Output
• Emissions

 Capacities used in
• Capacity requirements planning (CRP)
• Detailed scheduling
• Costing

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Bill of Material – Definition

 Complete formally structured list of all components

 Material BOMs can be allocated to functional locations or equipment

 Three types of BOMs in Enterprise Asset Management:

• Material BOMs
• Equipment BOMs
• Functional location BOMs

 Advantages
• Structuring of objects
• Service parts planning in maintenance orders and maintenance task lists
• Within plant maintenance BOMs are used, if similar object should be maintained

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Warranties

 A guarantee to vouch for defects or faults in the product purchased, valid for a specific period of time

 The type and scope of the services covered, such as repairing a defect for free or taking the product back, are
defined in the warranty

 Can be distinguished in vendor-, manufacturer- or customer warranty

 Valid for a specific technical object

• functional location, equipment or serial number

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Material Master Data

 Material Master
• Contains all the information a company needs to manage about a material
• It is used by most components within the SAP system
 Sales and Distribution
 Materials Management
 Production
 Plant Maintenance
 Accounting/Controlling
 Quality Management
• Material master data is stored in functional segments called Views

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Material Master Views

Sales Data

Basic Data Purchasing Data

Mat. Plan. Data

Material Master Forecasting Data

Storage Data

Controlling Data Quality Data

Accounting Data

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Material Master

General Information relevant for the entire organization:

Name
Weight
Client XXX Unit of Measure

Sales specific information: Storage Location specific information:

Delivering Plant Stock Qty

Loading Grp
Sales Org. UW00 Storage Loc. FG00

Sales Org. UE00 Storage Loc. TG00

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Vendor Master Data

 Vendor Master
• Contains all the necessary information needed to business with
an external supplier
• Used and maintained primarily by the Purchasing and Accounting
Departments
• Every vendor MUST have a master record

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Vendor Master Views

 Client Level
• Address
• Vendor Number
• Preferred Communication
General Data

 Company Code Data

• Reconciliation Account
• Terms of Payment Company Code Data
• Bank Account Financial Accounting (FI)
 Purchase Org Data
• Purchasing Currency
• Salesman’s Name Purchasing Data
• Vendor Partners Materials Mgmt (MM)

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Agenda

 CS Organizational Structure

 CS Master Data

 CS Processes

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Service Contract

 Long term agreement

• predefined validity period
• for at least one technical object
• predefined services
• predefined conditions

 Header
• Sales-, contract-, and billing data
• Billing plan
• Conditions

 Items
• Service
• Configuration
• Technical Objects

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Service Contract - Types

 Service contract
• Solve reported problems of a customer

 Service and maintenance contract

• Maintenance of technical object in a predefined manner
• Master agreement with a customer
• Reversal of a predefined quantity or value

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Service Notification

 Means by which notifications from a customer are entered and managed in Customer Service
 Used for documentation and evaluation

 Components
• Customer information
• Information about technical object and service contract
• Information about valid warranties

 Types
• Customer message / problem notification
• Service request
• Technical completion

 If there is need for action a service order will be created

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Service Order

 Precise assessment of time and ressources

 Can be created as follow-up of a service notification

 Planning of service actions

• Resource planning for internal and external employees
• Determination of specific execution date

 Confirmation

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Service Order - Content

 Customer information

 Information about the location

 Object information

 Information about planning and execution of activities

 Information about planned and actual costs

 Information about settlement of the actual costs

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Service Order - Process

Service Order

Business Planning and

completion release

Execution of
Billing
activities

Confirmation
and technical
completion

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Goods return and repair

 Return of a damaged good

 Receipt through goods return

 Repaired through customer service

 Billing

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Goods return and repair - Process

Customer
message
Customer
Billing
repair order

Goods
Good issue
receipt

Service Technical
order inspection

Repair

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