warranty management - fast start - websmp106.sap-ag.desapidp/011000358700001066462013e/... · easy...

Automotive Consulting SolutionWarranty Management - Fast Start

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

Agenda

1. Benefit for the Customer

2. Description of the Function

3. The Function in the System

4. Technical Information


Customer Benefit

Proven solutions/services of SAP Automotive Consulting

Solutions already running productive at several customers

Solutions and documentation are available in German and English

Prompt implementation possible

Defined timeframe for implementation

Exact calculation of implementation cost. Implementation for fixed price

6 months of free follow up care operations for bug corrections starting at

the date of installation within the development landscape. Afterwards

chargeable consulting support starts

No additional ongoing costs (i.e. maintenance cost)

Time

Cost

Solution


Agenda






Warranty Management Fast StartSolution description

The Warranty Management Fast Start contains all essentials for a quick and

easy implementation of SAP Warranty Management (WTY).

Ready-to-use established Warranty Management Process

Includes warranty rules and checks, FI-posting, message issuing

Predefined enhancement points for additional process blocks

Complete authorization framework

Roles for users, key users, developers

Project accelerators

Typical customer fields in standard structures

Functional Enhancements

Customizing utilities and tool reports

Implementation guidelines and conventions


Warranty Management Fast StartACS warranty process for inbound claims

The ACS warranty process for inbound claims covers – among others – the following

process steps:

Claim creation – ready to connect to dealer portal / inbound IDocs

Determination of the reference object and enriching the claim with data from the object

Checks on incoming and outgoing claim versions (IC / OC), master warranty check

Message (credit note) issuing to claimant

Posting to FI/CO and reversal

Fast processing buttons and automatic processing

Claim closure

Defined Add-On Points for additional processes

Dealer portal

Recall handling

Authorization Claims

Return parts handling

Supplier recovery

Etc.

© SAP Automotive Consulting Solution / Page

6


Warranty Management Fast StartAuthorization Framework

The authorization framework is a product of over 10 years of project

experience.

Specific roles for warranty clerks, key users, developers

Roles can be individual for

Countries

Claim types (= process variants)

Organizational data

Extendable framework


7


Warranty Management Fast StartACS Implementation at a fixed price

The ACS Warranty Management Fast Start includes the implementation of a

proven and scalable warranty process in your system

Installation, customizing and technical adaptation

Technical elements and customizing are transported into your system and necessary

adaptations are made to connect it to your system

Integration efforts

Integration of Warranty Management into your processes is provided by customizing

guides. This includes things like pricing, FI account determination, catalogues and

similar things

Master Data checks and preparation for Go-Live

Documentation

A comprehensive documentation package, including end user documentation and

technical documentation


8


Warranty Management Fast StartProject accelerators

With the ACS Warranty Management Fast Start, your own project implementations

can be faster, cheaper and better.

Preparation for the integration of customer fields for standard structures and

BAdI implementations. Enhance the ACS process according to your

requirements

Customizing and implementation utilities

These are tools for turning your process into an action matrix, analyzing action

matrices, (mass) changing claims, helping the set-up of mass processing jobs and

speeding up customer implementations

Object-oriented action class

This class makes the definition of customer actions easier by providing ready-to-use

methods of frequently used code blocks.

Implementation guidelines

Naming conventions, development guidelines and checklists give you the power to

leverage more than 10 years of SAP Consulting’s WTY experience


9


Agenda






Graphical process flow chart


11


Reference object determination

Reference object and object data determination from a serial number can be

tedious. With Fast Start, it is implemented already.

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 with the warranty claim

Direct access to object master data through forward navigation


12


Reference object update

Some product lifecycle data about the reference object only becomes known

with the claim.

Update the reference object conveniently from the claim


13


Clerk determination

Automatic clerk determination can be used to transfer claims automatically

into the worklist of a clerk or group of clerks.

The Fast Start delivers a ready to use table for determination according to

Country, Partner number

Combinations of both can be used

Both individual clerks and/or clerk groups can be assigned

Additional criteria can be set up using BAdI logic


14


Formal checks on inbound claims

Data quality is a key in warranty processing. The Fast Start contains formal

and plausibility checks that can increase data quality and improve decision

quality.

Checks are realized using the VSR engine

Implementation of action matrix included

Business content is included

Mandatory field checks on all claim levels

Check for duplicate claims

Checks for completeness of claim

Further business content and a more elaborate implementation of message

handling are contained in the consulting solution “Productivity improvements by

Automated claim validation”. For more information, see http://www.sap.de/acs


15

http://www.sap.de/acs


Return parts process

Fast Start contains an end-to-end handling of return parts

Determination of return parts from material master settings

Check for return parts integrated in claim process

Waiting status for claims with requested parts

Special status for overdue parts

Pre-defined integration point for parts diagnosis (e.g. in QM)

More extensive handling return parts (sampling, requesting pictures, multi-

dimensional definition of requests) are contained in the consulting solution

“Return parts handling”. For more information see http://www.sap.de/acs


16



Master warranty check

Checking for the validity of the warranty is the heart of the warranty process.

Master warranty assignment to equipment can be done using a migration report

that is part of Fast Start

Checks are included in the action matrix

Any types of counters (time, operating hours, km, …) are possible

More extensive handling of multiple warranty reasons (such as goodwill,

service contracts, extended warranties and more) are contained in the

consulting solution “Extended master warranty checks”. For more information

see http://www.sap.de/acs


17



Temporary posting stop

Year-end closure, system migration and more can make posting stops

necessary.

With Fast Start, posting can be prevented for a certain time period, for certain

claim types or for certain countries

Stopped claim are collected in a special status and can be posted easily when

the stop is released


18


Credit competency check

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 separate status


19


FI/CO posting and reversal process

Fast Start contains a complete implementation of the FI/CO posting process

Complete implementation in the action matrix, including reversals, reposting

after reversal

Transparency even after several re-postings through version concepts

FI account determination customizing is set up to according your needs as part

of Fast Start

CO account determination customizing is set up to according your needs as

part of Fast Start and can be on individual document level (e.g. to internal

orders or service orders)

For some special requirements (e.g. collective postings of a number of claims),

there are ACS extending the options in Warranty Claim posting in FI/CO. For

more information, see http://www.sap.de/acs


20



Issuing of “Claim statement”

Issuing the claim statement uses the Fast Start message determination

framework

Integration into the process is realized through the action matrix

All issued forms and statements are automatically added to the claim’s

attachment list

Consistency between message issuing and actual FI/CO posting is guaranteed

Form is complete, included and adapted (Header and Footer) to your

requirements within the scope of Fast Start


21


Claim rejection

Claims can be rejected out of all error statuses and before the final decision is

made

Rejection is completely included in the process customizing (action matrix)

Rejected claims can be reconsidered or closed


22


Claim closure and reopening

Claims can be closed when processing is done to mark them e.g. for archiving

Closing is possible for both posted and rejected claims

Closed claims can be reopened and reconsidered

Closing and reopening claims is covered by separate authorization objects

Closing can be allowed individually for each status


23


Usage of versioning concept

Warranty Management generally involves many non-linear process flows. The

Fast Start ensures process transparency by making full use of the version

concept in SAP Warranty Management.

Incoming claims are recorded in a version of category IC (incoming from

claimant)

Initial checks and formal completion is done on this version

For making business decisions and providing answers to dealers, a new

version of category OC (outgoing to claimant is created)

Resubmission of a claim by the claimant is handled in new versions, thus

keeping information on initial versions

Supplier recovery can be handled in OV and IV versions, thus collecting a

complete processing history of the damage case. Supplier recovery is not

contained in Fast Start but there is an ACS covering this process. For more

information, see: http://www.sap.de/acs


24



Cross-process functions

Some features of the Warranty Management Fast Start are used throughout

the process:

For information on the following topics, see the following slides:

Reusable coding and naming conventions

Screens in transaction WTY on header level

Integrated pricing concept

Authorization framework

Message determination and issuing framework

Other functions


25


Reusable coding and naming conventions

Fast Start is built for integration – with standard processes, with your

developments and with other consulting solutions:

Usage of BAdI and enhancement spot technology to integrate all components

seamlessly

Naming convention for development objects

Naming convention for customizing, especially in the action matrix

Integrate standard actions, ACS actions and your own action within one naming

framework

Reusable coding parts are made available for custom development


26


Screen enhancements WTY

Layouts for all relevant table displays

Integration of all documents in document flow Extended information about

the claim’s reference object


27


Integrated pricing concept

Fast Start contains a pricing concept that integrates your standard pricing

procedure with Warranty specific requirements:

Price adaptation for reducing claims

Adaptation on percentage or value

basis

Adaptation on version and item level

Adaptation based on item type

Setting maximum values for items

Pricing for labor values based on

countries, dealers, etc.


28


The Fast Start contains a complete authorization framework including best-

practice roles.

The following roles are implemented:

Warranty clerk for the customer facing process

Warranty clerk for the supplier recovery process

Warranty key/power user with additional analysis authorizations

Master data maintenance for warranty

Developer of warranty objects

All roles and authorizations are tuned

to the process contained in the Fast Start

Authorization framework


29


Message determination and issuing framework

SAP Warranty Management uses the standard message determination that is

used by many other processes in ERP.

Message determination and issuing is integrated into the Fast Start process.

Form and content of messages is predefined and can be adapted to your needs

(by customer fields, logos etc.)

A framework concept makes it easy to integrate further messages into the

process

Message determination and issuing for processes covered by additional

Warranty Consulting Solutions fit into the same framework and can therefore

easily be integrated fir Fast Start. For more information on additional process,

see: http://www.sap.de/acs


30



Other functions

Fast Start contains many bigger and smaller features that have proven their

value in numerous customer projects:

Integration of SAP standard catalogues for defect codes, labor values and sublet

items

Quick access buttons for most important actions (1-click-access)

Synchronization of header and IC version partner

Automatic item type determination from material number and material number

determination from item type

Automatic redetermination of reference object when serial number in the claim is

changed

Clearing all item data on clearing of material number

Inclusion of IDocs in warranty claim document flow

Org. data available on header and version level

Layout for item table and claim navigation tree


31


Additional programs and development tools

Tools for process development

Where-used-list for function modules in actions

Plausibility and completeness check for matrix

Graphical representation of action matrix

Other developer tools

Authority check for action

Tools for power users and analysis

Claim search via change documents

Search for WTY IDocs

Claim error log display

Tools for master data maintenance and migration


32


Installation and integration services

The Fast Start is more than a technical issue. It supports you in aligning IT to

your business needs while at the same time leveraging SAP Consulting’s best

practices.

Templates are provided for all relevant business blueprint activities

The Fast Start process are completely integrated into your existing environment

– FI/CO posting, message determination, pricing, … Integration is a part of Fast

Start!

The Fast Start includes a master data analysis service that determines what

elements of Fast Start can be used to update equipment master data

Forms are adapted using your corporate header and footer


35


Documentation and support

Successful warranty management doesn’t end with the implementation of

SAP – it only starts then!

The Fast Start contains all documentation, instruction and support that you

need to make full use of you new SAP Warranty Management system

Key user documentation

Technical implementation

Customizing documentation

Functional instruction of key user(s) and handing over of programs

Maintenance - error correction up to 6 months after the technical implementation.


36


ACS – Warranty Claim

Access ActionsAccess Info-/Error-Log

Claim Versions

Claim Items

Access Messages

Access more Claim

data (Tabs)

Claim Object


Project acceleratorsCustomizing Tree and Easy Access Menu

All new functionality is easily accessible via

an Easy Access Menu and a customizing

tree


38


System Demo

Get a complete tour of the Automotive Consulting Solutions for Warranty

Management at:

https://sap.emea.pgiconnect.com/p96723239/

The recording of about 50 minutes gives you

A presentation of the concept of ACS and available solutions for warranty management

A live system demo of the Fast Start process (starting at 0:22)


39

https://sap.emea.pgiconnect.com/p96723239/


Agenda






Technical Information

Available for SAP ERP ECC 6.0

Activation of automotive industrialized solution in SAP ERP System not

necessary

Technical installation is possible remotely

Modification-free

Delivery in Z-namespace


Source of Information

OSS-System

Notes (Search term: Automotive Consulting Solutions)

Internet

Overview-, Detail- and Customer presentations

http://www.sap.com/acs

Email - distribution list

Signing up through [email protected]

http://www.sap.com/acs

Thank you!

Christian Wittmann

Consulting Automotive

SAP Deutschland SE & Co. KG

Hasso-Plattner-Ring 7

69190 Walldorf, Germany

M +49/160/889 6223

E [email protected]

mailto:[email protected]


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