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SAP AG 2003

PLM330 Service Contracts

THE BEST-RUN E-BUSINESSES RUN SAP © SAP AG 2002

PLM330

Service Contracts

SAP R/3 Enterprise 2003/Q4 Material number 50063097

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SAP AG 2003

Copyright 2003 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in

any form or for any purpose without the express permission of

SAP AG. The information contained herein may be changed

without prior notice.

All rights reserved.

Copyright

Trademarks:

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered trademarks of Microsoft Corporation.

IBM®, DB2®, DB2 Universal Database, OS/2®, Parallel Sysplex®, MVS/ESA, AIX®, S/390®, AS/400®, OS/390®, OS/400®, iSeries, pSeries, xSeries, zSeries, z/OS, AFP, Intelligent Miner, WebSphere®, Netfinity®, Tivoli®, Informix and Informix® Dynamic ServerTM are trademarks of IBM Corporation in USA and/or other countries.

ORACLE® is a registered trademark of ORACLE Corporation.

UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. Citrix®, the Citrix logo, ICA®, Program Neighborhood®, MetaFrame®, WinFrame®,

VideoFrame®, MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc.

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SAP AG 2003

Prerequisites

PLM301 - Customer Service

Basic knowledge and experience of

the service business processes

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SAP AG 1999

Target Group

Audience

Project team leaders

Members of the project team in charge of implementing CS - Customer Service

Duration: 3 days

Notes to the user:

The training documentation and materials are not designed as a self-teach program. They should be used in conjunction with the explanations of the instructor. Your documentation provides space for you to note down additional information.

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SAP AG 1999

z

Course goals

z

Course objectives

z

Course content

z

Course overview diagram

z

Main business scenario

Contents:

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SAP AG 1999

This course will prepare you to:

z

Obtain an overview of the different options

available for structuring service contracts in the

R/3 System

z

Describe service products, service contracts,

price determination and billing

z

Model the business processes for contract

processing

z

Make the Customizing settings for service

contracts

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SAP AG 1999

At the conclusion of this course, you will be able to:

z

Create service products and service contracts

in the R/3 System

z

Bill, settle and evaluate service contracts

z

Make the necessary system settings for

service products and service contracts

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SAP AG 1999

Unit 5

Price Determination

Unit 6

Billing

Unit 7

Contract Settlement

and Controlling

Unit 1

Course Overview

Unit 2

Introduction

Unit 3

Service Products

Unit 4

Service Contracts

Preface

Appendix

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SAP AG 1999

Billing

Billing

Course Overview Diagram

Service Contracts

Service Contracts

Price Determination

Price Determination

Service Products

Service Products

Introduction

Introduction

Contract Settlement

and Controlling

Contract Settlement

and Controlling

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SAP AG 1999

z

Our company provides different services for the

customers.

z

Long-term agreements exist with the customers

for these services.

z

The customers make regular payments, which

cover these services wholly or in part.

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SAP AG 1999

Categorization and description of services

Characterization of service agreements

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SAP AG 1999

At the conclusion of this unit, you will be able to:

Describe the different types of service

List the different types of service agreement

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SAP AG 1999

Billing

Billing

Course Overview Diagram

Service Contracts

Service Contracts

Price Determination

Price Determination

Service Products

Service Products

Introduction

Introduction

Contract Settlement

and Controlling

Contract Settlement

and Controlling

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SAP AG 1999

Our company provides various services.

It also uses services from external companies.

Different service agreements are made.

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SAP AG 1999

Categorization and Description of Services:

Topic Objectives

Describe the different types of service

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SAP AG 1999

Technical services

Installed base Preventive maintenance Repair

General services

Hotline Consulting Training Rent/leasing

Service Categories

Services can be sub-divided based on their content into technical and general services. The R/3 System provides you with various options for describing the different services and supporting the complete process of providing services.

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SAP AG 1999

Frequency of Services

Time

One-time/sporadic services

Installed base Repair

Regularly recurring services

Preventive maintenance Cleaning Consulting Training

Permanent services

Hotline Rent/leasing

Services can be differentiated by how frequently they are provided.

One-time or sporadic services are performed once and probably will not occur again in the same form.

Recurring services are proivded at certain intervals. Some of the dates when the services are provided can be fixed in advance.

Permanent services are provided, or requested by the customer, continuously within a particular period.

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SAP AG 1999

Description of Services in R/3

Material masters

Purchase of services Sale of services

Service masters

Used exclusively for the purchase of services

Texts

Used exclusively for the purchase of services

Material masters are used to describe services that are purchased in MM and sold in SD. Whenever you want to sell services, you have to create material master records.

If you purchase services, you can alternatively use service masters in external services management. You can also create service purchase orders with text items.

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SAP AG 1999

Providing Services in R/3

Sales orders

Agreement of services and conditions with the customer

Service orders

Planning, scheduling, executing, monitoring and settling service tasks, including recording of costs and billing

Service notifications

Preparing, executing and monitoring service tasks without recording of costs and billing

Projects

Planning, scheduling, execution, monitoring and settling complex service tasks, including recording of costs and billing

Depending on the contents and scope of the service work, you can use various documents to provide services in the R/3 System.

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SAP AG 1999

Characterization of Service Agreements:

Topic Objectives

List the different types of service agreement

At the conclusion of this topic, you will be able to:

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SAP AG 2001

Distinguishing Between Service Agreements

Type of agreement

Objects in R/3

One-time agreement

Long-term agreement

Warranties for serviceable

items

Service level agreement

Sales order

Service order

Contract / outline agreement

Master warranty with

assignment to technical

object

Response and

service profiles

One-time agreements are represented as sales orders and/or service orders. Long-term agreements are stored as contracts or outline agreements.

Warranties are issued to the customer for the serviceable items sold. They are created as master warranties in the CS component and assigned to the respective master records for the technical objects.

In a service level agreement, the service provider commits themselves to respond to a customer problem within a certain time. The response and service windows are entered in the response and service profiles.

This course deals with long-term agreements and the options for setting up and monitoring a service level agreement.

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SAP AG 1999

Verification of Services Provided

Service notification activities

Activity reports

Completion confirmations for

service order

Hours worked

Material withdrawals External services

Other resources required

Contract release orders

In the same way as for a normal sales order, the R/3 System also provides various options for documenting services that have been provided.

You can use activity reports and activities for a service notification to document the service work provided without generating cost or billing information. Activity reports can be created with reference to a service order.

Completion confirmations are used to document the resources required to execute a service order. The completion confirmations result in costs and can be used as the basis for resource-related billing. Services released are documented using contract release orders with reference to a value or

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SAP AG 1999

There are different ways of representing services

and service agreements in the R/3 System.

Depending on your requirements, you can use

these methods individually or in combination.

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SAP AG 1999

Fixed service product

Configurable service product

Configured service product

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SAP AG 1999

At the conclusion of this unit, you will be able to:

Describe the different types of service product

Create the different types of service product

List the necessary system settings for creating

service products

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SAP AG 1999

Billing

Billing

Course Overview Diagram

Service Contracts

Service Contracts

Price Determination

Price Determination

Service Products

Service Products

Introduction

Introduction

Contract Settlement

and Controlling

Contract Settlement

and Controlling

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SAP AG 1999

Our company provides various services.

These services are represented and described in

the system.

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SAP AG 1999

Fixed Service Product: Topic Objectives

Describe the features of fixed service products

Create fixed service products

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SAP AG 1999

Overview of Service Products

Fixed

service product

Configured

service product

Configurable

service product

• Characteristic values to be entered in contract • Conditions depend on characteristic values

• Characteristic values from values in material master • Conditions in accordance with price determination • No characteristic valuation

• Conditions in accordance with price determination

Fixed, configured, or configurable service products can be entered as contract items.

No valuation is possible for fixed service products. The conditions are established using standard price determination.

For configurable service products, the values of the characteristic values must be entered in the contract. The conditions can be dependent on the characteristic values.

For configured service products, the characteristic values come from the valuation in the material master record. They cannot be changed in the contract.

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SAP AG 1999

Fixed Service Product

Non-configurable material

Material master for each product

No variations possible

Price is based on service quantity and time

Examples:

Standard repair service Standard hotline service Standard maintenance service

The standard material type for service materials is DIEN. The services are described using the material text.

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SAP AG 1999

Standard material type: DIEN = Service

No inventory management

Item category group: LEIS = Service without delivery

No delivery

Order-related billing

Material master views:

Basic data

Classification: Optional Sales data

Purchasing: Only if the service is purchased from an external provider Accounting: Only for internal valuation with prices

Characteristics of Fixed Service Product

Materials of material type DIEN are not managed as items held in the inventory.

The item category group in the material master influences the determination of the item category in the sales document. Item categories for services do not result in deliveries. They make order-related billing possible.

When you create a material master, the system proposes various views, depending on the material type. Some of these views need only be created under certain conditions.

The view "Classification" need be created only if an assignment should be made to one or more classes and a characteristic valuation performed.

The purchasing views need to be created if the same service product should also be purchased. The accounting views need only be created if an internal price is to be stored for the service product.

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SAP AG 1999

Configurable Service Product: Topic Objectives

Describe the features of configurable service

products

Create configurable service products

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SAP AG 1999

Configurable Service Products

Indicator "Configurable"

Assignment to one or more classes

Characteristics are assigned to classes

Valuation made in the service contract,

not material master

Attributes of characteristics and characteristic

values can be stored in object dependencies

Sales conditions can be defined for characteristic

values

Configurable materials either have the material type "KMAT”, for which the system automatically sets the indicator ”Configurable", or another material type, for which you must set this indicator when creating the material master.

You can describe different variations of a service using the material number and the respective characteristic valuation.

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SAP AG 1999

Classification: Definitions

A

class

is a group of objects with the same or

similar features.

An

object

is an entity that can be classified (for

example, material, equipment...).

A

characteristic

describes the features of an object

(for example, response time, servicing site).

A

characteristic value

describes the features of a

characteristic (for example, 1 hour, at the customer

site).

The

classification

of objects contains the

assignment to one or more classes and the

allocation of values to the characteristics.

The variant configuration is used to describe complex products, which can exist in several variants. All variants are represented using a variant product, the configurable material.

When a class is assigned, characteristics, which are used to describe a specific variant, are assigned to the variant product.

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SAP AG 1999

Characteristics

Characteristics are used to describe and classify

objects.

Any feature of an object is described using a

characteristic.

Characteristics are used in:

Classification system

Quality assurance

Variant system with the respective configuration options

Proposal of standard values, and so on Site Size Service Execution Response time

Characteristics are used in the classification system to describe the features of objects. The individual features of a characteristic are represented using characteristic values.

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SAP AG 2001

Contents of a Characteristic

Basic data

• Name of characteristic:

SERVICE_OBJECT

• Description:

Serviceable item

• Format:

10-character field, character format

• Entry required:

Yes

Permitted values

Additional data

• Reference to table field

• Value assignment procedure

PC

Copier

Printer

Default

Format: Data type, number of characters, units, single or multiple values.

Possible data types: Character formats, numeric format, date format, time format, currency format. Further types can be defined by the user.

You can define permitted values directly, or use tables or function modules to check them. You can define a reference for a table field in the additional data section. Documents can also be included in a characteristic. The value assignment procedure controls interface attributes for the characteristic (not input ready, no display, display permitted values).

Further characteristic data includes the restriction of class types allowed (this means you can only assign the characteristic to classes of these class types) and the classification of characteristics.

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SAP AG 1999

Linking Characteristic to Table Field

Response

profile

Response

Response

profile

profile

Characteristic

Table

HIER

Link to additional data of characteristic Link to Link to additional data additional data of characteristic of characteristic

Examples:

Response and service profiles Variant conditions

Can also be used for

customer-specific tables

T355E Response profile

Client

ESCAL

Response profile

MANDT

Hierarchy level

You can assign a characteristic to a table field for the following purposes:

The characteristic value entered during the characteristic valuation is transferred to the table field (for example, response and service profiles for determining the tasks in the service notification, variant conditions for price determination).

The characteristic value is copied from the table field (for example, characteristic "Manufacturer" for equipment, the value is copied from the corresponding field in the equipment master record).

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SAP AG 1999

Classes

Site

Strategy

Serviceable

item

Inspection services

Class:

Characteristics:

The purpose of a classification system is to describe objects using characteristics. Similar objects are grouped in classes (classified) according to freely definable criteria.

In the variant configuration, a class contains the features that describe a configurable material. By linking the class with the configurable material, the material can be configured using the class characteristics.

To use a class in the variant configuration, it must be created in a class type that supports the variant configuration. To do this, the indicator "Variant class type" must be set for the class type in the Customizing for the classification system. In the standard system, this is class type 300.

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SAP AG 1999

Content of a Class

Basic data

Class:

INSPECTION_SERVICE

Class type:

300 (variants)

Description:

Class for inspection services

Other

Characteristics

Keywords

Other

Serviceable item

Service strategy

Service site

Service scope

The class type is a central term in the classification system. The class type is used to control the processing of classes, as well as classification and object search functions in these classes. Class types are always created for a particular object type (for example, material). Objects of this type can then be classified in classes of this class type.

Other basic data includes the assignment to a class group, validity period, response in the case of the same classification, and authorizations.

In the characteristic assignment, the characteristics are entered that should be used to classify the objects in this class. It is possible to change characteristics specifically for one class.

Keywords are used to search for classes using matchcodes.

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SAP AG 1999

Material

Configuration

profile

Class 1

Class 2

Object dependencies

Configuration Profile for Material

The configurable material is assigned to one or more classes in the configuration profile. These classes contain the characteristics that describe the material.

The configuration profile is also where the parameters for the configuration are defined. It is also possible to assign object dependencies in the configuration profile.

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SAP AG 1999

Object dependencies describe the

interdependencies between characteristics,

values and objects.

The following three functions are involved:

Object dependencies check the consistency of the configuration

Object dependencies check the completeness of the configuration

Values can be derived using object dependencies

Object Dependencies

Object dependencies can be stored globally or locally.

Global storage is performed using a specific menu function; this means that the object dependencies can be used more than once. Object dependencies are maintained centrally.

Local storage is valid for one specific location only (for example, characteristic, class, configuration profile, operation, BOM item).

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SAP AG 2001

Types of Object Dependency

Precondition

: ensures that

A characteristic value may be set OR A characteristic can be assigned a value

Selection condition

: ensures that

A characteristic must be assigned a value OR A BOM item or operation must be selected

Procedure

: derivation of characteristic values

Constraints

: monitoring of consistency

Preconditions can be created for characteristics and characteristic values. You can use a

precondition to determine whether a characteristic value may be set or whether a characteristic can be assigned a value.

Example of a precondition: You can only assign a value to the characteristic Service radius if the characteristic Service site has been evaluated with At customer.

You can assign Selection conditions to characteristics, operations in task lists, and BOM items. Example of a selection condition: The operation Install Windows is only selected if the characteristic

Operating system has been evaluated with Windows.

You can assign Procedures to characteristic values, characteristics, and the configuration profile. A procedure may include a series of statements that are evaluated in the exact sequence in which they appear. It therefore has the character of a program.

Example of a procedure: If you enter a value between 10 and 20 for the characteristic Number of

PCs, the characteristic Network scope is valued with A.

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SAP AG 2003

Inspection tasks

Inspection locations

Configurable Service Products - Context

Configur-able

Material

Classes

Characteristics Values

Configuration

profile

Printer PC Copier Monthly Quarterly Yearly Internal At customer's < 1000 km > 1000 km Inspection service Inspection service Object Interval Location Distance

A configuration profile must be created for each configurable material. This profile defines certain characteristics of the configuration.

In the configuration profile or in the material master, the material is assigned to one or more classes. Each class contains one or more characteristics.

You can define possible values (characteristic attributes) for each characteristic.

Interactions between individual characteristics and characteristic values are represented using object dependencies.

You can also assign sales conditions, in other words, prices or surcharges/discounts for

characteristic values. The system takes these variant conditions into account during pricing in the order.

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SAP AG 1999

Creating Configurable Materials - Procedure

1. Create material master

2. Create characteristics

3. Create class and assign

characteristics

4. Create configuration profile for

material and assign class(es) to

profile

5. Define and assign object

dependencies

6. Assign conditions to the

characteristic values

Characteristics and permitted values are created in the classification system.

Classes are also created in the classification system. The characteristics are assigned to each class. Configuration profiles for configurable materials are created in the variant configuration.

Object dependencies can be defined centrally and then assigned to the configuration profile, class or characteristic. Alternatively, object dependencies can be created locally for the respective object. You can assign sales conditions (prices, surcharges, discounts) to the characteristic values as variant conditions. The procedure is described in the "Price Determination" unit.

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SAP AG 1999

Configured Service Product: Topic Objectives

Describe the features of configured service

products

Create configured service products

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SAP AG 1999

Configured Service Product

Configured service product is a variant of the

configurable service product

Material master exists for each variant, with reference

to configurable material

Characteristic valuation made in material master

Valuation of variant (description of service product)

specified in material master record and cannot be

changed in service contract

A configured service product is a variant of a configurable service product. This enables frequently-used variants to be defined in the system.

A material becomes a configured material when it is assigned to a configurable material in view "Basic Data 2" (at client level) or the view "Materials Planning 3" (at plant level) of the material master. The material number of the configurable material is entered.

The variants are then valuated, in other words, the characteristic values are entered for the characteristics of the configurable material.

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SAP AG 1999 Configured material: Hotline service 3 Configured material: Hotline service 2 Features: Features: Configured material: Hotline service 1

Configured Service Products: Example

Configurable material: Hotline service Characteristics: 1. Service profile 2. Response profile Features: Monday - Friday 08.00 - 17.00 Monday - Friday 24 hours per day

Monday - Sunday 24 hours per day

4 hours 2 hours 2 hours

The characteristics "Service profile" and "Response profile" are assigned to the configurable material "Hotline service".

Since not all possible combinations of service and response profiles should be offered to the customer, configured materials are created with the relevant valuations.

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SAP AG 1999

Creating Configured Materials - Procedure

Create a configurable material and assign

characteristics

Create the configured material

Reference to the configurable material

Characteristic valuation in the material master

Result: Configured material as variant of

configurable material

The configuration can be client-specific (entry in the material master view Basic Data 2) or plant-specific (entry in the material master master view MRP 3).

A plant-specific configuration should only be selected if the product has different features in different plants.

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SAP AG 1999

The service products offered are created as fixed,

configurable or configured material masters.

Characteristic valuation is performed in the sales

document for configurable service products.

Characteristic valuation is performed in the

material master for configured service products.

Dependencies can be described using object

dependencies.

(50)

Data Used in the Exercises

Data

Data in the Training

System

Data in the IDES System

Sales organization

1000

1000

Distribution channel 10 = End customer sales

14 = Service

10 = End customer sales

14 = Service

Division

00 = Cross-division

00 = Cross-division

Customer masters

1171

T-CSD##

1171

Fixed service

product

REPAIR_SERVICE REPAIR_SERVICE

Configurable

Service Products

INSPECTION_SERVICE

HOTLINE_SERVICE

INSPECTION_SERVICE

HOTLINE_SERVICE

Configured Service

Products

HOTLINE_SERVICE_A

HOTLINE_SERVICE_B

HOTLINE_SERVICE_C

HOTLINE_SERVICE_A

HOTLINE_SERVICE_B

HOTLINE_SERVICE_C

(51)

Service Products:

Exercises

Unit: Service Products

Topic: Fixed Service Product

At the end of these exercises, you will be able to: • Create fixed service products

Fixed services that do not vary are provided for the customer.

1 Creating a Fixed Service Product Create a fixed service product. Material type: Service

Material number: PR##1 (## = your group number)

Industry sector: Mechanical engineering

Views:

Basic data 1, sales: Sales organization data 1 and 2

Organizational data:

Plant 1200, sales organization 1000, distribution channel 14 Short text: Simple repair service

Unit of measure: LE

Division: 08 (Services) Delivering plant: 1200 (Dresden)

Tax classification: 1 (full tax)

(52)

Unit: Service Products

Topic: Configurable Service Product

At the end of these exercises, you will be able to: • Create configurable service products

• List the contexts in which configuration is used

Services that differ in the service contract are provided for the customer.

1 Creating a Configurable Service Product Create a configurable service product. Material type: Service

Material number: PR##2

Industry sector: Mechanical engineering

Views: Basic data 1 and 2, sales: Sales organization data 1 and 2

Organizational data: Plant 1200, sales organization 1000, distribution channel 14 Short text: Maintenance service

Unit of measure: LE

Division: 08 (Services)

Set the indicator material is configurable and confirm the warning message using Enter.

Delivering plant: 1200 (Dresden)

Tax classification: 1 (full tax)

Statistics group: 1 (relevant for statistics)

(53)

2 Creating Characteristics Create two characteristics. First characteristic:

Characteristic name: CH##1

Description: Maintenance scope

Data type: Character format Number of characters: 1

Value assignment: Multiple values

Entry is required.

Possible characteristic values:

M = Maintenance

I = Inspection Save the characteristic. Second characteristic:

Characteristic name: CH##2

Description: Wear and tear parts included

Data type: Character format Number of characters: 1

Value assignment: Single-value

Possible characteristic values:

Y = Yes

N = No

Save the characteristic.

3 Creating a Class Create a class:

Class: CL##

Class type: 300 (material - variants)

Description: Maintenance group ##

Assign the characteristics CH##1 and CH##2 to this class. Save the class.

(54)

4 Creating a Configuration Profile for the Material Create a configuration profile for your material PR##2. Profile name: PR##

Class type: 300

Assign your class CL##.

5 Creating and Assigning a Relationship Create the following single dependency:

The characteristic CH##2 should then only be assigned once the characteristic

CG##1 has been given the value M.

Relationship: DE##

Description: Precondition – Wear and tear parts Relationship type: Precondition

Syntax: CH##1 eq ‘W’

Status: 1 (release)

Assign the relationship to your characteristic CH##2.

6 Testing Object Dependencies

Test the object dependency in the configuration simulation. Plant: 1200

(55)

Unit: Service Products

Topic: Configurable Service Product

At the conclusion of these exercises, you will be able to:

• Create configured service products as variants of the configurable service products

Fixed variants of particular services are provided for the customer.

1 Creating a Configured Service Product Create a configured service product. Material type: Service

Material number: PR##3

Industry sector: Mechanical engineering

Views:

Basic data 1, sales: Sales organization data 1 and 2, MRP 1 and 3

Organizational data:

Plant 1200, sales organization 1000, distribution channel 14

Short text: Maintenance/inspection without wear and tear parts

Unit of measure: PU

Division: 08 (services) Delivering plant: 1200 (Dallas)

Tax classification: 1 (full tax)

Statistics group: 1 (relevant for statistics)

MRP type: ND (no materials planning)

Assign your material PR##2 as the configurable material (cross-plant). Perform the characteristic valuation for the variant:

Scope of maintenance:Preventive maintenance and inspection Wear and tear parts: No

(56)

2 Creating Material Prices

Create material prices for your three service products. Condition type: PPSV

Key combination: Material

Sales organization: 1000

(57)

Service Products:

Solutions

Unit: Service Products

Unit: Fixed Service Product

1 Creating a Fixed Service Product

Menu path: SAP menu

Logistics

Materials Management

Material Master

Material

Create (Special)

Service(s)

Field Name or Data Type Values

Material PR##1

Industry sector Mechanical engineering

Enter

Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2, and choose

Continue.

Field Name or Data Type Values

Plant 1200

Sales organization 1000

Distribution channel 14

Enter

Field Name or Data Type Values

Material short text Simple repair service

Base unit of measure PU

Division 08 Enter

Field Name or Data Type Values

Delivery plant 1200

Tax classification 1

Enter

Field Name or Data Type Values

Statistics grp. Material 1 Save

(58)

Unit: Service Products

Unit: Configurable Service Product

1 Creating a Configurable Service Product

Logistics

Materials Management

Material Master

Material

Create (Special)

Service(s)

Field Name or Data Type Values

Material PR##2

Industry sector Mechanical engineering

Enter

Select the views Basic Data 1 and 2, Sales: Sales Org. Data 1 and 2, and choose

Continue.

Field Name or Data Type Values

Plant 1200

Sales organization 1000

Distribution channel 14

Enter

Field Name or Data Type Values

Material short text Maintenance service

Base unit of measure PU

Division 08 Enter

Field Name or Data Type Values

Material is configurable Select Enter (x 2)

(59)

2 Creating Characteristics

Cross-Application Components → Classification System → Master Data →

Characteristics

Field Name or Data Type Values

Characteristic CH##1 Create

Field Name or Data Type Values

Char. description Maintenance scope

Data type Character format

Number of characters 1

Value assignment: Multiple

values Select

Entry required Select

Values

Field Name or Data Type Values

Char. value / Description M / Maintenance Char. value / Description I / Inspection Save

Field Name or Data Type Values

Characteristic CH##2 Create

Field Name or Data Type Values

Char. description Wear and tear parts included

Data type Character format

Number of characters 1

Values

Field Name or Data Type Values

Char. value / Description Y / Yes Char. value / Description N / No Save

(60)

3 Creating a Class

Cross-Application Components → Classification System → Master Data →

Classes

Field Name or Data Type Values

Class CL##

Class type 300

Create

Field Name or Data Type Values

Description Maintenance group ##

Characteristics

Field Name or Data Type Values

Characteristic CH##1 CH##2 Save

4 Creating a Configuration Profile for the Material

Logistics → Central Functions → Variant Configuration → Configuration

Profile → Create

Field Name or Data Type Values

Select Configurable Object Material Continue

Field Name or Data Type Values

Material PR##2 Enter

Field Name or Data Type Values

Profile name PR##

(61)

5 Creating and Assigning a Relationship

Logistics → Central Functions → Variant Configuration → Dependency →

Single Dependency → Create

Field Name or Data Type Values

Dependency DE## Enter

Field Name or Data Type Values

Description Precondition - Wear and tear

parts Dependency editor

Field Name or Data Type Values

Code in line 000010 CH##1 eq ‘M’

Save

Field Name or Data Type Values

Status 1 Save

Cross-Application Components → Classification System → Master Data →

Characteristics

Field Name or Data Type Values

Characteristic CH##2 Change

Extras → Object dependencies → Assignments

Field Name or Data Type Values

Dependency DE## Save

(62)

6 Testing Object Dependencies

Logistics → Central Functions → Variant Configuration → Environment →

Configuration Simulation

Field Name or Data Type Values

Plant 1200 Continue

Field Name or Data Type Values

Material PR##2 Configuration

If you only select the maintenance scope Inspection, the characteristic Wear and

(63)

Unit: Service Products

Unit: Configured Service Product

1 Creating a Configured Service Product

Logistics

Materials Management

Material Master

Material

Create (Special)

Service(s)

Field Name or Data Type Values

Material PR##3

Industry sector Mechanical engineering

Enter

Select the views Basic Data 1, Sales: Sales Org. Data 1 and 2, Materials

Planning 1 and 3 and choose Continue. Field Name or Data Type Values

Plant 1200

Sales organization 1000

Distribution channel 14

Enter

Field Name or Data Type Values

Material short text Maintenance/inspection without wear and tear parts

Base unit of measure PU

Division 08 Enter

Field Name or Data Type Values

Delivery plant 1200

Tax classification 1

Enter

Field Name or Data Type Values

Statistics grp. Material 1 Enter

Field Name or Data Type Values

(64)

Field Name or Data Type Values

Configurable material PR##2

Assign value to variant

Field Name or Data Type Values

Maintenance scope Maintenance

Inspection Wear and tear parts included No

Save

2 Creating Material Prices

Logistics

Sales and Distribution

Master Data

Conditions

Select Using Condition Type

Create

Field Name or Data Type Values

Condition type PPSV

Enter

Field Name or Data Type Values

Key combination Material

Choose

Field Name or Data Type Values

Sales organization 1000

Distribution channel 14

Material PR##1 PR##2 PR##3

Amount Enter an amount for each

(65)

SAP AG 1999

Definition of service contracts

Hotline service contract

Maintenance contract

Repair contract

Value contract

(66)

SAP AG 1999

At the conclusion of this unit, you will be able to:

Make the necessary Customizing settings

for service contracts

List the different types of service contract

Create service contracts

(67)

SAP AG 1999

Billing

Billing

Course Overview Diagram

Service Contracts

Service Contracts

Price Determination

Price Determination

Service Products

Service Products

Introduction

Introduction

Contract Settlement

and Controlling

Contract Settlement

and Controlling

(68)

SAP AG 1999

Different service contracts are drawn up with

customers.

The contracts contain the services to be

performed and how these services will be

settled.

(69)

SAP AG 1999

Definition of Service Contracts: Topic Objectives

List the contents and features of contracts

Make the Customizing settings for service

contracts

(70)

SAP AG 1999

In a service contract, you define

for whom

in which period

which services

on which conditions

should be performed.

Contents of Service Contract

For whom: This refers to the different kinds of customer (sold-to party, ship-to party, bill-to party, payer, and so on).

In which period: The period is determined by information regarding the contract validity period and cancellation rules.

Which services: The services are described by service products in the contract items.

Conditions: These include the contract fees that must be paid regularly and the price agreements for resource-related billing.

(71)

SAP AG 1999

Contracts - Sales Document Types

Outline agreements

Scheduling

agreements

LP Scheduling agreement

LZ Scheduling agreement with release

LK External agent scheduling agreement

. . .

Contracts

WV Service and Maintenance

WK1 Value contract - general

WK2 Value contract - material-related

KM Quantity contract

MV Rental contract

GK Master contract

Outline agreements play an important in almost all business processes. In outline agreements, customers and vendors make agreements, through which certain goods or values for defined conditions are accepted over a specific period of time. Outline agreements enable better planning of business processes for both partners.

In the R/3 System, contracts are represented as sales document types. The standard R/3 System provides a number of different document types, which you can use directly or as references for your own processes.

Outline agreements can be divided basically into scheduling agreements and contracts.

The scheduling agreement is an outline agreement with the customer, in which delivery quantities and dates are fixed.

These contracts comprise the following forms: Service contract, value contract, rental contract and group master contract. Contracts can deal with goods as well as services.

The quantity contract is a contract, for which the acceptance of a certain number of goods or services is agreed.

The group master contract is a document, under which you can group contracts as sub-contracts. The group master contract represents the general framework conditions for the sub-contracts.

(72)

SAP AG 2001

Structure of a Service Contract

Data at item level

Services

Configuration Technical objects

Data at header and item level

Sales data Contract data Billing data Billing plan Conditions Account assignment Partners Texts Purchase data Status Price agreements Output

The contract is a special form of sales document. It consists of an contract header and one or more items.

The following principle applies to data that can be entered at header and item level: Header data applies to all items for which no other data has been specified.

Contract-specific data can only be found in contracts, not in other sales documents. This data includes contract data, price agreements, and the assignment of technical objects to the contract item.

(73)

SAP AG 1999

Contracts - Customizing

Basic functions

Determination of prices, taxes, accounts,

output, partners and texts

Incompletion control

Header data:

Control using the

sales document type

Item data:

Control using

item categories

Contract data:

Default values from

contract profiles

Billing plan:

Control using

billing plan type

The basic functions include the automatic determination of: Prices or conditions (see the unit on "Price Determination") Taxes (for example, output tax)

Accounts for updates in financial accounting

Output (for example, confirmation that orders or invoices have been printed) Partners (sold-to-party, ship-to party, contact person and so on)

Texts (for example, additional texts for quotations or orders)

In the incompletion control function, you can determine which data must be entered for a sales document to receive the status "Completed" so that it can be processed.

(74)

SAP AG 2001

Sales Document Types for Contracts

Document pricing procedure

Incompleteness procedure

Billing type

Billing plan type

Contract profile

Pricing procedures

Referencing procedure

Sales doc. category G = contract

Transaction flow

Reference to master contract

Billing document

Contract data

Contract data header/item Check partners authorized for release

Follow-up actions Update sub-contracts

The sales document type is internally identified as a contract by the sales document category. The document pricing procedure is used to determine a pricing procedure for the price determination.

In the incompleteness procedure, you determine the data that must be entered in the contract header for the sales document to receive the status Completed.

The billing type for resource-related billing is used when the contract fee is invoiced during periodic billing.

The billing plan type entered here is used to create a billing plan at header level. The contract profile contains default values for the contract data.

The pricing procedures assigned in the contract data are used for selecting the condition types in the contractual price agreements.

You can use the Contract data allowed field to control whether contract data for this sales document type can be entered and how changes in the header data affect the item data.

(75)

SAP AG 2001

Item Categories for Contracts

Billing plan type

Incompleteness procedure

Business data

Completion rule Relevance for billing Price determination DIP Profile

Transaction flow

Value contract

Value contract material Contract release control

The completion rule determines when an item is complete. (After the full quantity is referenced, after the full value is referenced, or from the first reference by a contract release order).

Billing relevance 'I': Relevant for order-related billing using a billing plan.

Billing plans are created for the billing plan type entered here in the contract items.

The DIP profile and billing type control control resource-related billing with contract reference. The incompleteness procedure determines which data must be entered in the contract item for the item to receive the status Completed.

The material entered in the field Value contract material is transferred to the value contract item. It supports technical control with reference to tax determination, statistical update, division, and other values derived from the material master.

The contract release control determines how the system responds when the call-off value for a value contract item exceeds the open target value (warning, error message or no reaction). The revenue recognition controls the deferral of revenues from periodic billing to the correct accounting period. It is set in the basic functions under Account assignment, and you use the item category to control it.

(76)

SAP AG 1999

Service Contract - Contract Data

Validity period

Start

End

Date determination rules

Activities to be performed when contract ends

Cancellation

Cancellation procedure/conditions Cancellation data

The data concerning the contract validity period includes the contract start and end dates, the validity period and further date information (contract signature, installation, acceptance, dismantling).

Contract start and end dates can be established using date determination rules.

You can also establish which sales activity should be triggered when the contract expires. For example, this could involve creating a quotation or visiting the customer.

The cancellation data contains the cancellation procedure, in which the cancellation rules or conditions are defined. When the contract is cancelled, the cancellation data is entered (eason for cancellation, cancellation receipt date, requested date). The system checks whether the cancellation request date conforms to the rules defined.

(77)

SAP AG 2003

Contract Data in Sales Documents

Dismantling Date:

Order

Screen:

Contract Data

Contract Start: 07.01. Installation Date: Acceptance Date: Contract Conclusion: Contract End: 31.12. Requested Cancellation Date: Cancelling Party: Cancellation Received:

Sales Doc. Type:

RC

Contract Data Allowed: X

Sales Doc. Type:RC Rental Contract Customer: C1

Order

Header

Item 10 Item 20 IMG

In Customizing for sales document types, you can activate the contract data. Blank No contract data

X Contract data is permitted. Any changes to the contract header are not copied to the items. Y Contract data is permitted. Changes to the contract header are automatically copied to the

items if the header and item data were previously identical.

Changes are saved in a log. The log also notes any possible problems and inconsistencies. You can maintain contract data at both the header and the item level in the sales document. Contract data at header level is valid for all items as long as the data at item level is not different.

You can use the date determination rules so that the system automatically finds deadlines relevant to the contract.

(78)

SAP AG 1999

Cancellation procedure

Cancellation rule 1

Cancellation rule 2

Contract profile

• Contract start / end

• Validity period category

• Action with date

Sales

document type

Determination of Contract Data

A contract profile is assigned to the sales document type. The contract profile contains default values for the determination rules for contract start and end, assignment to a validity period category (for valuation purposes), and the follow-up action (including date determination rule).

A cancellation procedure is assigned to the contract profile.

A cancellation procedure includes one or more cancellation rules. These contain the conditions under which a contract may be cancelled by the customer.

(79)

SAP AG 2003

Determining Dates

Proposal

RC - Create Contract Contract Start: 08.07.2000 Contract End: 07.07.2001 Rule 05 Rule 08

Manual

Entry

Installation Date: 08.07.2000 Contract Profile 0001

Contract start rule: 05 Contract end rule: 08 Duration: 1 year Sales Doc. Type: RC Contract Profile: 0001

Date Determination Rules: 01 - Today's date

02 - Start of contract 05 - Installation date 08 - End of period

12 - Start of contract + 1 week . . .

Cancellation proc.: 0001 IMG

IMG

When you create a contract the system proposes, for example, the start and end dates of the contract. You define the date determination rules in Customizing. These rules start the document on one of the dates that you have set (for example, today's date or installation date). Any interval you specify can also be added to this date. You can also schedule the date for the beginning or end of the month that is determined in this manner.

If you specify a duration category, the system automatically generates the duration of the contract. This can be a component of the date rule, for example, for determining the end of the contract. If you assign a contract profile to the sales document type, the system automatically determines default values specific to the contract. These could be:

Rules for determining start and end of the contract Duration category

Subsequent activities Cancellation procedure

(80)

SAP AG 2001 Rule

Follow-up

action:

Follow-up

contract

Mail to person

responsible

Quotation

Contact

Contract

start according to Date

rule

Contract end

Time

Action at Contract End

An action intended to extend or renew a contract should be performed in time before the contract expires.

Possible follow-up actions include: Create follow-up contract Create quotation

Establish contact in sales support, such as a telephone call Send mail

If you specify a follow-up action in a contract, you must enter a date or a date rule in the Action date

field. If the system does not propose a date from the contract profile, you must update it manually. When follow-up actions are called up, all contracts, for which the follow-up actions are maintained,

are listed. The date of the action must lie within the time period specified for the selection. The list of contracts is sorted by date and follow-up action. You can execute the follow-up actions directly from the list. To reach the selection screen for the list of contracts, choose Contract > Subsequent

(81)

SAP AG 1999

Hotline - Service Contract: Topic Objectives

Create hotline contracts

Describe the effects of contracts on notification

processing

(82)

SAP AG 2001

Hotline - Service Contract

Technical objects

Service

notification

Technical reference object Item 10 Item 10 Hotline service Hotline service Automatic or manual contract assignment

You can use the service notification type to set whether the contract is assigned automatically when the notification is entered, based on the technical object entered.

In the case of manual selection of a contract, you can call up a contract selection according to the reference object for the notification, or by customer (if no reference object has been entered). Alternatively, you can enter contract and item numbers directly in the notification.

Automatic contract assignment for a service notification takes place if:

the technical reference object entered in the service notification is identical to the technical object from contract item OR

the technical reference object entered in the service notification is subordinate to the object from the contract in the object structure OR

References

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