IUT110
SAP Utilities (IS-U/CCS)...4 Course Prerequisites...5 Target Group...6 Course Goals...7 Course Objectives...8 Course Content...9 IS-U/CCS: Overview...1
IS-U/CCS Overview: Unit Objectives...2
IS-U Overview: Business Scenario...3
mySAP.com: Overview...4
Workplace Internet Business Framework...5
mySAP Utilities: The Comprehensive Solution...6
Customer Relationship Management (CRM)...7
Business Information Warehouse (BW)...8
Functional Scope of the IS-U System...9
Integrated and Open System Landscape...10
IS-U/CCS Business Processes...11
Synchronized Business Objects...12
Marketing and Sales Process...13
System Infrastructure CRM, BW and mySAP Utilities...14
IS-U/CCS - Integration Model...15
The Strengths of mySAP Utilities...16
Solutions for the New Industry Market Model...17
Deregulated Market: Business Perspective...18
Sales and Marketing in IS-U/CCS (1)...19
Sales Processing...20
Sales and Marketing in IS-U/CCS (2)...21
Internet Self Services: Start Page...22
What is Energy Data Management?...23
Energy Data Management 1...24
Energy Data Management 2...25
IS-U Overview: Unit Summary...26
Contract Account Data...8
Collective Bills...9
Contract Data...10
Connection Object Data...11
Premise Data...12
Installation Data...13
Point of Delivery Data...14
Business Objects in IS-U/CCS...15
What Is a Customer Interaction Center?...16
Customer Interaction Center: Requirements...17
Integration with External Communication Systems...18
The IS-U/CCS Customer Interaction Center...19
Customer Interaction Center (L-Shaped)...20
Workflow Inbox...21
E-Mail and Fax in the Workflow Inbox...22
Typical Uses of the CIC: Identification...23
Typical Uses of the CIC: Information...24
Typical Uses of the CIC: Front Office Process...25
Front Office Processes...26
Typical Uses of the CIC: Workflow...27
Using R/3 Workflow: Changing a Rate (Example)...28
Typical Uses of the CIC: Customer Contact...29
Contact Management in Customer Service...30
Customer Contact Data...31
CIC: Unit Summary...32
Customer Interaction Center Exercises...33
Customer Interaction Center (CIC) Solutions...44
Move-In/Out...1
Move-In/Out: Unit Objectives...2
Move In/Out: Business Scenario...3
Move-In Definition...4
Move-In: Prerequisites...5
Move-In: Business Master Data...6
The Move-In Process...7
Move In/Out: Business Scenario...13
The Move-In/Out Process...14
Options in Move-In/Out Processing...15
Move-In: Master Data...16
No Changes to Installation Data...17
Installation History...18
Move-In/Out: Unit Summary...19
Move-In/Out Exercises...20
Move-In/Out Solutions...28
Work Management...1
Work Management: Unit Objectives...2
What Areas does the Work Management System Cover?...3
Utility Management Services...4
Work Management: Technical Objects...5
Overview of Technical Objects...6
Supply Grid...7
Connection Object...8
Work Management: Services...9
Installation Services...10
Basic Structure of a Work Order...11
Sequence of Order Processing...12
Service Product: Concept...13
Service Product: Create Service Connection...14
The Installation Services Process...15
Create Service Connection...17
Work Management: Interfaces...18
Possible Configuration of an Interface Scenario...19
Technical Objects in Work Management and GIS...20
Device Repairs...21
Work Management: Unit Summary...22
Work Management Exercises...23
Work Management Solutions...24
Integration with Logistics...8
Definition of Device Category...9
Device Category Data...10
Possible Elements of the Device Category...11
Device Category: Device and Register...12
Definition of Devices...13
Device Data...14
Definition of a Register...15
Register Data...16
Device Technology: Device Lifecycle...17
Central Data Objects - Integration in Logistics...18
Device Life Cycle...19
Documentation for the Device Lifecycle...20
Device Technology: Device Inspection...21
Introduction: Device Inspection and Certification...22
Certification Procedures Overview...23
Certification Procedure...24
Sampling Procedure...25
Inspection Using the Sampling Procedure...26
Periodic Replacement...27
Device Technology: Unit Summary...28
Device Technology Exercises...29
Device Technology Solutions...32
Device Installation...1
Device Installation: Unit Objectives...2
Device Installation: Business Scenario...3
Installation: Installation, Removal And Replacement...4
Business Scenario: Replacement of Sample Devices...5
Service Order Execution: Determining the Device Location...6
Definition of the Device Location...7
Device Location Data...8
Relationships Between Technical Objects...9
Service Order Execution: Device Replacement & Service Order Confirmation...10
Data Changes: Installation Location...11
Billing-Related Installation Structure...18
Device Installation: Summary...19
Device Installation Exercises...20
Device Installation Solutions...23
Meter Reading...1
Meter Reading: Unit Objectives...2
Meter Reading: Business Scenario...3
Meter Reading: Meter Reading Organization...4
Types of Meter Reading...5
Regional Structure and Scheduling...6
Scheduling Tasks...7
Portions and Meter Reading Units...8
Generation of Schedule Records...9
Scheduling: Annual Billing...10
Meter Reading Organization: Street Route...11
Meter Reading: Process...12
Overview: Scheduled Meter Reading...13
Creating Meter Reading Orders...14
Issuing the Meter Reading Orders...15
Types of Result Entry...16
Result Entry Data...17
Checking Meter Reading Results: Overview...18
Check Meter Reading Results: Process...19
Monitoring Meter Readings...20
Meter Reading: Special Functions:...21
Meter Reading by Customers over the Internet...22
Meter Reading by Customer over WAP Telephone...23
Reversing Meter Reading Orders: Process...24
Meter Reading: Unit Summary...25
Meter Reading: Exercises...26
Meter Reading: Solutions...27
Energy Data Management...1
Formula Profile...9
Synthetic Profiles...10
Profile Management: Summary...11
Billing and Invoicing...1
Billing and Invoicing: Course Objectives...2
Billing...3
Billing: Introduction...4
Billing: Business Scenario...5
IS-U/CCS: Billing...6
Billing Procedures: Overview...7
Definition of Billing...8
Billing Tasks...9
Billing Periods...10
Forms of Billing...11
Special Forms of Billing...12
Generation of Schedule Records...13
Billing Process: Overview...14
Universal Billing Engine...15
General Billing Functions...16
Example: Billing Rule for Electricity...17
Special Billing Functions...18
Billing and Simulation...19
Simulation Types...20
Document Types...21
Document Information...22
Further Processing of Documents...23
Outsorting Procedure...24
Outsorting Process...25
Billing Reversal...26
Billing Reversal Process...27
Billing: Unit Summary...28
Invoicing: Introduction...29
Invoicing: Business Scenario...30
Definition of Invoicing...31
Invoicing Options...37
Source of Billing Documents...38
Invoicing Various Services...39
Cross-company code invoicing...40
Bill Due Date...41
Document Flow in Invoicing...42
Settlement: Overview...43
Bill Printout Procedure...44
Invoicing Reversal...45
Procedure for Bill Reversal...46
Procedure for Full Reversal...47
Invoicing: Unit Summary...48
Billing and Invoicing Exercises...49
Billing and invoicing Solutions...58
Billing Master Data...1
Billing Master Data: Unit Objectives...2
Billing Master Data: Overview...3
Billing Master Data: Introduction...4
Billing Master Data: Business Scenario...5
Billing of Utility Services...6
Business Objects: Rate Allocation...7
Rate Allocation: Overview...8
Billing Class I...9
Rate Category I...10
Rate Category II...11
Definition of Rate Type...12
Business Objects: Rate Structure...13
Rate...14
Example: Billing Rule for Electricity...15
Rate Structure...16
Rate Data...17
Data for the Rate Step...18
Price Categories...27
Price Types...28
Rate Determination...29
Rate Structure...30
Discounts / Surcharges...31
Billing Master Data: Unit Summary...32
Exercises: Billing Master Data...33
Billing Master Data Solutions...36
Real-Time-Pricing...1
Real-Time-Pricing: Unit Objectives...2
Real-Time-Pricing:Business Scenario...3
RTP Overview...4
RTP interface...5
RTP-Billing...6
Example...7
Data Model for Billing...8
Interface...9
Input Parameters...10
Calculation...11
Result...12
Transfer of Results to RTP Operand...13
Real-Time-Pricing: Unit Summary...14
Budget Billings...1
Budget Billing: Unit Objectives...2
Budget Billing: Business Scenario...3
Budget Billing Procedure: Overview...4
Payment Plan Categories...5
Budget Billing Plan: Overview...6
Creating / Adjusting Budget Billing Plans...7
Quantity-Based Extrapolation...8
Budget Billing Amounts Due...9
Budget Billings: Summary...10
Contract Accounts Receivable and Payable...1
Contract Accounts Receivable and Payable: Unit Objectives...2
Central Objects in FI-CA...8
Contract Accounts Receivable and Payable: Business Transactions...9
Contract Accounts Receivable and Payable: Posting Documents...10
Posting Documents: Objectives...11
Posting Documents: Introduction...12
Posting Documents: Business Scenario...13
Documents in Contract Accounts Receivableand Payable...14
General Document Data...15
Document Data: Reference and Currency...16
Document Data: Link to General Ledger Accounting...17
Document Data: Entry Control...18
Data on Business Partner Item...19
Data on G/L Account Item...20
Manual Document Entry: Items...21
Transactions in Contract Accounts Receivable and Payable...22
Examples of Transactions...23
Transfer to General Ledger Accounting...24
Summary Record...25
Posting Documents: Summary (1)...26
Posting Documents: Summary (2)...27
Contract Accounts Receivable and Payable: Account Display...28
Account Display: Objectives...29
Account Display: Introduction...30
Account Display: Business Scenario...31
Account Display: Initial Screen...32
Account Display: List Category...33
Account Display: Line Layout...34
Account Display: Navigating in the Document Display...35
Account Display: Summary (1)...36
Account Display: Summary (2)...37
Contract Accounts Receivable and Payable: Payments...38
Payment Run: Objectives...39
Payment Lot: Create...47
Payment Lot: Create Items...48
Payment Lot: Change...49
Payment Lot: Close...50
Payment Lot: Post...51
Automatic Clearing: Process...52
Payment Lot: Post-processing...53
Payment at cash desk...54
Clearing: Dialog Processing...55
Payment: Summary...56
Contract Accounts Receivable and Payable: Returns...57
Returns: Objectives...58
Returns: Introduction...59
Returns: Business Scenario...60
Returns: Influencing Factors...61
Returns: Activity Settings...62
Returns Lot: Processing Steps...63
Returns Lot: Create...64
Returns Entry...65
Returns Lot: Change...66
Returns Lot: Close...67
Returns Lot: Posting (1)...68
Returns Lot: Posting (2)...69
Returns Lot: Post-processing...70
Returns History...71
Returns: Summary...72
Contract Accounts Receivable and Payable: Dunning...73
Dunning: Objectives...74
Dunning: Introduction...75
Dunning: Business Scenario...76
Dunning: Dunning Proposal and Dunning Activities...77
Dunning: Influential Factors...78
Dunning Proposal for a Business Partner...79
Dunning: Factors That Can Be Influenced (Selection)...80
Contract Accounts Receivable and Payable: Deferral and Installment Plan...86
Deferral and Installment Plan: Objectives...87
Deferral and Installment Plan: Introduction...88
Deferral and Installment Plan: Business Scenario...89
Deferral...90
Installment Plan: Characteristics...91
Installment Plan Category...92
Installment Plan: Item Selection...93
Deferral and Installment Plan: Unit Summary...94
Contract Accounts Receivable and Payable Exercises...95
Contract Accounts Receivable and Payable Solutions...108
Waste Industry...1
Waste Industry: Unit Objectives...2
Solution Map and Integration Model for the Waste Industry...3
Integration Model for mySAP Waste Industry...4
mySAP Waste Industry : Involved Areas...5
Focus Areas of IS-Waste - Waste Industry...6
Focus Areas of EH&S WA - Waste Management...7
The Waste Disposal Cycle with EH&S...8
Data Model – Container Service (Simplified)...9
Technical Master Data I...10
Technical Master Data II...11
Technical Master Data III...12
Container Management: Integration...13
Interface to Route Planning System...14
Waste Disposal Orders...15
Process: Container Delivery / Removal...16
Fleet Management...17
Implemented Functions I...18
Implemented Functions II...19
Planned Functions for mySAP Utilities 4.64...20
SAP AG 1999
IUT110 Introduction to the IS-U/CCS System
Introduction to the
IS-U/CCS System
Introduction to the
IS-U/CCS System
IUT110
IUT110
R/3 System Release 4.63 / IS-Utilities/Customer Care Service August 2001
SAP AG 1999
Copyright 2001 SAP AG. All rights reserved.
Neither this training manual nor any part thereof may
be copied or reproduced in any form or by any means,
or translated into another language, without the prior
consent of SAP AG. The information contained in this
document is subject to change and supplement without prior
notice.
All rights reserved.
Copyright
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SAP AG 1999
SAP Utilities (IS-U/CCS)
Introduction to the IS-U/CCS IUT110 5 days
Level 2
Level 3
Work Management IUT221 3 days Customer Service IUT250 4 days Contract Accounts Receivable and Payable IUT240 5 days Print Workbench IUT280 2 days Device Management IUT220 3 daysBilling and Invoicing
IUT230 5 days
Basic Data/ Basic Functions
IUT210 3 days
Real Time Pricing
IUT235 2 days
Energy Data Management
SAP AG 1999
Course Prerequisites
Basic knowledge of SAP
(For example, course SAP020: SAP R/3 Overview)
Knowledge of business processes in a utility company
SAP AG 1999
Target Group
Participants
Decision makers using IS-U to support business processes
Project managers responsible for implementing IS-U
Project team modeling business processes with IS-U
Administrators optimizing processes in the IS-U environment
Consultants preparing for IS-U implementation
Duration
SAP AG 1999
This course will prepare you to:
Course Goals
Recognize how IS-U is integrated in the R/3
environment
Outline business processes in IS-U
SAP AG 1999
Course Objectives
At the conclusion of this course, you will be
able to:
Describe the integration of IS-U in R/3
Perform the core business processes of IS-U
SAP AG 1999
Course Content
Unit 8
Energy Data Management
Unit 9
Billing & Invoicing
Unit 10
Billing Master Data
Unit 11
Real-Time Pricing
Unit 12
Budget Billings
Unit 13
Contract Accounts
Receivable and Payable
Unit 14
Waste Disposal Industry
Unit 1
IS-U/CCS Overview
Unit 2
CIC
Unit 3
Move-In/Out
Unit 4: Work Management
Unit 5
Device Technology
Unit 6
Device Installation
Unit 7
Meter Reading
Preface
Appendix
SAP AG 1999
Contents:
Integration of IS-U/CCS in standard SAP components
Incorporation of IS-U/CCS into the core business processes of
a utility company in regulated and deregulated markets
Overview of IS-U/CCS functions
SAP AG 1999
At the conclusion of this unit, you will be able to:
Present the integration of IS-U/CCS in standard SAP
components
Name the most important SAP components and their
roles in the utilities industry
Describe the functions of IS-U/CCS
SAP AG 1999
The course participants are new employees of
eNRGCo.
You are taking part in a 5-day training program
Your main tasks will be customer-oriented
processes in the customer center
You will use typical business processes to
become familiar with the IS-U/CCS structure
SAP AG 1999
INTEGRATED PERSONAL
CO-OPERATIVE
- platform for business co-operation - industry-specific
- integrated, universal business processes
- building of business relationships (virtual communities) - integration of external services
(content) - "One-Step Business" (co-operation) - application hosting - Internet business framework - individually adaptable
- role-specific - standard entry into all internal
and external services
mySAP.com: Overview
The mySAP.com concept consists of three areas:
The my area stands for easy access to all elements of mySAP.com. Based on the results of the EnjoySAP initiative, the mySAP.com workplace provides personalized, role-based system access. The SAP area represents the availability of enterprise software over the Internet.
The .com area stands for the Internet intiative of SAP. Trade relations and business co-operation can be initiated and developed over the Internet.
SAP AG 1999
Company limits
Web browser access
Market-place Market-place Single Sign-On R/3 4.6 R/3 4.6 FI FI LOLO HR HR CRM CRM KM KM B2B B2B SEM SEM APO APO BW BW mySAP Utilities IS-U/CCS mySAP Utilities IS-U/CCS mySAP.com components Open Internet Standards R/2 R/2 Non mySAP.com Ext. Comp.Ext. Comp. Leg. Syst. Leg. Syst. Partner Partner SAP SAP within outside
mySAP.com Internet services Other Internet services
Workplace
Industry-specificRole-based Personalized Drag & Relate
Workplace
Industry-specific Role-based Personalized Drag & Relate
Workplace Internet Business Framework
The Workplace contains links to information within and outside company limits. Links can be made to: Non mySAP.com components: External systems via open Internet standards
mySAP.com components: Classical and new Web-based R/3 transactions (standard R/3 System, New Dimensions, industry solutions), Reports (such as Business Information Warehouse reports in BW 2.1C), Knowledge Warehouse content
mySAP.com Internet services: mySAP.com Marketplace Any Internet or intranet Websites
SAP AG 1999
mySAP Utilities: The Comprehensive Solution
SAP Customer Relationship Management
SAP Supply Chain Management
SAP Business Intelligence
SAP Business-to-Business E-Commerce
Finance & Controlling
Human Resource Management
Logistics
Business
Network
Strategic E nterpr ise Management Str ategic E nterprise Manageme nt Busines s I ntelligence & Data Warehousing Busi ness I ntelligence & Data Warehousing
M anager ial Accounti ng M anagerial Accounting Fina ncial
Accounti ng Financial Accounti ng Regulat ory
Reporting/FERC Reg ulat or y Reporting /FERC
Invoici ng
Invoici ng Receiv ables Manag ementReceivabl es Man agement Thir d P arty Settl em entThird P arty Settl em ent Sales C ycle &
Sal es C ycle & Ser vice Agreement Ser vic e Agreem ent Sp ecial C ustomer
Processes Special C usto mer
Process es Retail BillingRetail Bi lling Engineering &
Constructi on Engin eering &
Construction Product ionProduction Plant M aint en anc ePlant Maint enanc e Decommissi oningDeco mmissi oni ng Cus tomer Servic e
C ustomer S ervic eMarket R es earch & Anal ysis Mar ket R esearch
& A nal ysis Product/ Brand M arketing
Pr oduct/ Brand Mark eting
M arketi ng Program Management Market ing Program Management Sales M anagem entSal es Manag ement Sales
Cha nnels Sal es Chann els Engineering &
Constructi on Engin eering & Construction Operati ons M anag ementOperati ons Manageme nt Mainte nance &
Wor k M anagement M aintenance & Wor k Man agement Transmiss ion &
Distri bution S ervic e Transmi ssi on & Dist ributio n S ervic e Sal es C ycle &
Billi ng Sales C ycle &
Billing C onnect ion & Inst allati on M anagement Connecti on & Inst allati on
M anage ment Ser vic e Manag ement Ser vi ce Manageme nt Meter Reading
M anage ment M eter Reading Management Energ y Dat a Manageme nt Energy data M anag ement Traders
Wor kbenc h Tr aders Wor kbenc h Risk
M anag ement Ri sk Manag ement Wh oles ale
Billing Wholes ale
Billing Reco nciliati on & S ett lement Rec onciliation & S ettlement Pool/ ISO Pool/ ISO H uman R esource Management Human R eso urce
Manageme nt Procureme ntProcureme nt Treas ur yTreasur y Fixed Asset M anage ment Fixed Asset Management Real Estat eReal Estat e
SAP AG 1999
Internet Sales
Internet Sales
Contact
ContactCenterCenter Mobile Sales
Mobile Sales
Customer Relationship Management (CRM)
SAP Customer Relationship Management (CRM) provides solutions that enable companies to effectively maintain customer relationships throughout the entire life cycle. CRM supports companies by understanding and anticipating the requirements of their customer base as well as those of potential customers. SAP CRM is subdivided into four main business scenarios:
Mobile Sales Scenario: Enables field service employees to access to all the information necessary for
their job. The data is saved on a lap-top database and is regularly aligned with the CRM System. Contact Center Scenario: Along with the Customer Interaction Center (CIC), this forms one of the
key components of SAP CRM. The CIC enables processing of incoming and outgoing telephone calls using the SAPphone CTI (Computer Telephony Integration) interface, processing of incoming and outgoing E-mails and activity management (recording of all contacts in the contact center). The CIC can be used in service (Service Interaction Center SIC), sales and distribution or marketing (telesales and telemarketing).
Internet Sales Scenario: Enables electronic business activities to take place over the World Wide Web
between companies, and between companies and end-customers (B2C).
SAP AG 1999
R/3
Other
Efficient Analysis of Information
- innovative and intuitive user interface
- efficient OLAP analysis functions
- for all types of user
Extensive Business Content
- information model, reports and
extractors
- Metadata repository
- company comparison values
End-to-End Data Warehousing Solutions
- extraction of R/3 data and external data
- fully automated
- central control
Business Information Warehouse (BW)
The SAP Business Information Warehouse (BW) is the mySAP.com business component that is used to extract and analyze data from operative business applications (OLTP systems). Besides OLTP Systems such as R/3 and SAP BBP (Business-to-Business Procurement: Business process in E-Commerce that enables employees to purchase goods and services directly from suppliers), other
external data sources such as databases or online services can also be connected. OLTP stands for Online Transaction Processing.
The SAP Business Information Warehouse supports Online Analytical Processing (OLAP) and is especially suitable for processing large volumes of operative and historical data.
SAP BW contains all the necessary Metadata for current business processes. This includes InfoSources, InfoCubes and standard reports, transfer structures for all releases and communication structures and update rules for each InfoCube. These elements are part of the ready-to-go strategy that supports automatic data transfer with immediate analysis according to installation of the system and naming of the source system.
SAP BW requests application data in regular intervals from the allocated source systems (pull mechanism). The back-end systems therefore contain extractors that collect data and deliver it to the SAP Business Information Warehouse.
SAP AG 1999
Customer
service &
billing
Generation
Generation
Transmission
Transmission
Distribution
Distribution
Consumption entry
Consumption entry
Invoicing
Invoicing A/R & A/PA/R & A/PContractContract
Meter & Device Management Work Management Service billing Consumption billing Consumption billing Installation services
All customer-related business processes
Invoicing Invoicing Marketing Marketing & Sales & Sales
Particular business processes
Particular business processes
Customer Relationship Management
Customer Relationship Management IS-U/ CCS PM MM SD FI FI CRM
SAP AG 1999
Integrated and Open System Landscape
ITS
ITS
CTI
CTI
Analyses
Back end Front end
Tele business Mobile Appli-cations SAP IS-U/ CCS SAP BW Business objects such as business partner, agreement, contracts, products
and sales and distribution
projects
Electronic business (Internet)
SAP AG 1999 ITS ITS CTI CTI Business objects such as business partner, activities, contracts, products, sales and distribution projects Tele business Electronic business (Internet) Mobile Appli-cations SAP IS-U/ CCS SAP BW
IS-U/CCS Business Processes
Device Management
Billing
Invoicing
Contract Accounts Receivable and Payable
Intercompany Data Exchange
Energy Data Management
...
Device Management
Billing
Invoicing
Contract Accounts Receivable and Payable
Intercompany Data Exchange
Energy Data Management
...
Analyses
SAP AG 1999 ITS CTI Business objects such as business partner, activities, contracts, products, sales and distribution projects Tele business Electronic business (Internet) Mobile Appli-cations SAP IS-U/ CCS SAP BW
Business partners
Contract accounts
Contracts
Connection objects
Points of delivery
Business partners
Contract accounts
Contracts
Connection objects
Points of delivery
Synchronized Business Objects
Analyses
SAP AG 1999
Analyses
Back end Front end
ITS CTI CTI Analysis Business objects such as business partner, contracts and products. Telebusin ess Electronic business (Internet) Mobile Components SAP IS-U/ CCS SAP BW
Business partner transfer to target group selection 2) Target group selection
3) Transfer of target group to SAP CRM 4) Marketing planning 5) Campaign creation 6) Campaign execution 7) Activity management 8) Campaign feedback (BW) 9) Contract creation 10) Contract synchronization
11) Automatic creation of contracts 12) IDE communication with prior
supplier or transmission company 13) Automatic creation or change of
master data
---14) Transfer of meter reading results 15) Billing and invoicing
16) Transfer of sales and transaction statistics to BW
17) Optional: Commission determination
1(a) Import of external addresses to target group selection
SAP AG 1999 Marketing & Analysis Service Center Tele-Sales Field Service Service Level Mgmt Product & Brand Mgmt Tele-Marketing Internet Marketing Field Sales Internet Sales Bus.Part. Collabor-ation Customer Develop-ment Retention Manage-ment
mySAP
CRM 3.0
Marketing & Sales
Contract Accounting Consumption
Entry InstallationServices Device Management Meters/Devices/Connecti ons Information System Work Management Business Partners: Resid. Cust. Nonresid. Cust. Sales Cust. Owner Bill Recipient Installer Sectors: Electricity Gas Water Waste Water District Heating Cable TV Service Contract Goods Charges Taxes / Fees Prospect Waste Disposal Service Order Billing & Invoicing Service Cust.
mySAP
Utilities
4.63mySAP
BW
2.1C
Replication via CRM middleware BW ex tracto rs From IS-U -spec ific maste r data and t ransa ction data to tar get g roup selec tion i n BWFrom selected target groups, top n analyses and other analyses in BW in accordance with CRM BW ex trac tors Fro m C RM da ta to analys is in BW Data transfer
Of business partner, contract accounts, contracts, connection object and point of delivery
mySAP Financials BW extractors
From R/3 master data and transaction data to target group selection and other analyses in BW
External data
Flat files from external data, such as prospects and so on Service Interaction Center Internet Customer Self
Service Sales Mgmt & Support
System Infrastructure CRM, BW and mySAP
Utilities
SAP AG 1999 FI FI SDSD AM AM MM MM GIS,CAD, SCADA GIS, CAD, SCADA MM MM PM/ PM/ CS CS SD SD CO CO Sales & Distribution Sales & Distribution Cont ract A/R + A/ P (FI-C A) Cont ract A/R + A/ P (FI-C A) Billing / Invoic ing Billing / Invoic ing In sta lla tion S er vic es In st all ation S er vic es Co nsu mp tio n En try Co nsu mp tio n En try External Consumption Entry Systems External Consumption Entry Systems External Sales Systems External Sales Systems SAP Business Partner SAP Business Partner Customer information system IS-U components Standard SAP components External systems Financial Accounting Financial Accounting Device ManagementDevice Management C CUUSS T TOOMMEE R R Plant Maintenance & Customer Service Plant Maintenance & Customer Service
Asset Management & Materials Management
Asset Management & Materials Management C C A A R R E E&& S SEERRVV I ICC E E
IS-U/CCS as an integrated
component of the
SAP enterprise
information system
IS-U/CCS as an integrated
component of the
SAP enterprise
information system
PM PMIS-U/CCS - Integration Model
Central business partner model (R/3) => the customer is the central data object. Cross-application component FI-CA for Contract Accounts Receivable and Payable
Designed for processing a large volume of postings from sales and collection activities for a large number of customers
Industry-specific enhancements for the utilities industry enable the use of the standard R/3 component PM/CS (Plant Maintenance/Customer Service).
=> ideal prerequisites for processing service activities PM/CS is integrated with the following components:
SD: Management of customer quotations and orders, and also execution of billing CO: Allocation and settlement of costs related to service activities
MM: Processing of material requirements and goods movement related to service activities
The results of service billing can be transferred to IS-U invoicing; further processing of debits occurs via FI-CA.
Material master records are managed in MM at the same time as device categories in IS-U; purchasing and stockholding of devices are processed using MM components.
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Deregulation-enabled functionality
Integration of application areas
Homogeneous interaction between accounting and core logistics
processes
Business processes for all areas
Shorter lead times for business processes
Flexibility
Can be adapted to local deregulation rules
Can be implemented in all types of companies
Supports all types of service
Enables development of individual business strategy
Customer-orientation
User friendly
Oriented to business processes
Competition-oriented
Informative
Communicative
Open architecture
SAP AG 1999
Solution Map SAP Utilities
Classic utility company
Generation Transmission & Distribution Sales & Distribution
Deregulation
Generation Transmission
Distribution Device Management
Marketing, sales and distribution, billing,
customer service
SAP AG 1999
Distribution
company
Settlement coordinator (= transmission company) Supplier Exchanges and bilateral contractsGrid access regulations for use of the transmission grid,
schedule and settlement results
Grid connection contract, grid usage contract
Negotiated grid access, outline contract for smaller
customers, schedule and settlement results Energy procurement contracts Energy supply contract
Business partner
Balance comparisonSAP AG 1999
Call
Call
-
-
center functionality
center functionality
Faster and more direct access to all relevant information and
transactions required during contact with customers is
admissible. This includes customer overviews, changing
master data, displaying bills, entering meter reading results,
account information and so on.
Work items allow callbacks and outbound campaigns.
Master data template
Master data template
Product modeling on the basis of configured materials and
pricing in SD. The master data generator is used to post-edit
campaigns.
IS
IS
-
-
U content for BW
U content for BW
Sales statistics, consumption statistics, transaction statistics
and so on
SAP AG 1999 Workflow mySAP Utilities Master data template Master data template Master data generator Master data generator Product selection using mySAP CRM channels: mySAP CRM product mySAP CRM product Configuration Configuration
Variable product information
Variable product information
Fixed product information
Fixed product information
mySAP Utilities product mySAP Utilities product Configuration Configuration
Master data generation or change in
mySAP Utilities:
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Internet Self Services
Internet Self Services
B2C (Business to Customer scenarios)
Registration/password change for Internet user
Maintain move-in data
Maintain move-out data
Maintain personal data
Display consumption history
Enter meter reading results
Display and payment of a bill
Issue collection authorization
Display account balance
The data is updated immediately or is transferred to the
appropriate user for further processing.
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Enter
Enter
user and
user and
password
password
Select
Select
service
service
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Settlement
C o ns um ptionPr iceC ha r ge O n-Pe ak kWh 1 0 0 kWh $0 . 25 $ 2 5 .0 0 O f f-Pea k kW h 4 0 0 kWh $0 . 10 $ 4 0 .0 0 S p ot kW h 1 0 0 kWh $0 . 50 $ 5 0 .0 0 A mo un t Du e $ 1 15 .0 0 John Smith 10 Park Avenue 12345 NY KW 60 30 10 Additional Additional agreement: Spot agreement: Spot delivery delivery Agreed priceSpot price
Spot price
EDM
• Historical profile • Price profile • Forecast profile Billing period 05.01. – 06.01.Profile
Management
What is Energy Data Management?
Billing
Energy Data Management (EDM) enables you to manage consumption data and corresponding business processes. EDM is particularly useful for managing and billing consumption data that is measured at specific intervals (for example load profiles and load shapes).
EDM enables you to bill interval data such as RTP rates (real-time pricing) and time-of-use rates. Settlement
deals with settlement processes, amounts and charges, as well as procurement schedules and network profiles.
SAP AG 1999 Auto. MR systems Auto. MR systems Interval meter Auto. MR systems Meter reading document customer meter reading MDE Point of delivery Point of delivery D er iv ed lo ad p ro fi le s signa l Down load sign al Data entry Dow nload Upload Data entry Print MR data mgmt MR MR data data mgmt mgmt
E
D
M
E
D
M
Public network Public network EDIFACT IM P O R T E X P O R T Tradit. meter Real-time pricing Preliminary billing Billing Billing Billing Device Management Device Device Management Management Other modules Dow nloa d Data entry Invoicing Invoicing Invoicing Contract A/R + A/P Contract Contract A/R + A/P A/R + A/P Scheduling Scheduling Scheduling Load profile mgmt Load profile mgmtSAP AG 1999
Variant-based billing (IS-U/CCS)
Differentiation of various rate periods using registers
Consumption billing for each register (per rate period) using any
complex billing rules
Construction of cost estimates from basic formulas
High billing throughput
Profile-based billing (IS-U/EDM)
Differentiation between fixed intervals of measurement (such as
15 min, 30 min, 1hr)
Measurement using interval meters
Consumption billing for each interval in accordance with
interval-specific conditions
Billing complies with the typical table calculation procedure
Low billing throughput
SAP AG 1999
IS-U/CCS supports customer-oriented core business
processes of utility and service companies.
IS-U/CCS is an integrated component of the SAP
enterprise information system.
IS-U/CCS can be used for billing and managing
standard divisions as well as additional new services.
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Contents:
Master data
Objectives of the Customer Interaction Center (CIC)
Typical processing steps
Implementation and use
Most important application areas
Customer contacts
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At the conclusion of this unit, you will be able to:
Name the most important IS-U/CCS business objects
Describe the range of applications
Explain the elements of the Customer Interaction
Center
Carry out some typical customer processes
Create and use customer contacts
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Customer call and identification via Front Office
Data environment
Display of business data
Changes to data
Change bank details
Change rates
Customer contact
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Basement Apartment 2 Apartment 3
Apartment 1 Hall
Service Connection: Electricity Service Connection: Gas
Service Connection: Water Supply Grid Street
Connection Object
= Premise Device location Basement Device location Basement Device location Hall Device location Hall Business partner Contract 1: Electricity Contract 1: Electricity Contract 2: Gas Contract 2: Gas Contract 3: Water Contract 3: Water Installation 1: Electricty meter Installation 1: Electricty meter Installation 2: Gas meter Installation 2: Gas meter Installation 3: Water meter Installation 3: Water meter Contract account Contract accountSAP AG 1999
SAP Business partnerSAP
Business partner Owners Interested party Tenants Existing Debtor Employee Installer
Individuals and companies
Business partner
relationships
Flexible interfaces
Integration of business roles
GroupNonresidential customer
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•
Name•
Address•
Personal data•
Communication•
Name•
Address•
Personal data•
Communication•
Payment transactions•
General data (account class, social security, creditworthiness, driver's license no., employee class)•
... Prospect•
Type of company•
Division license•
Work field•
License•
Main utility company•
Identification•
... Installer•
Branch of industry•
Relationships•
Contact history•
...Business partner
Business partner
Contract partnerRoles of the Business Partner
The central business partner concept enables you to: Define the business partner globally
Model different roles for a business partner in the system The specific roles of the business partner in IS-U are:
Contract partner Installer
Contact person Prospect
Other roles and data fields are dependent on Customizing settings.
A business partner is included in different business processes, depending on his or her role: A customer receiving utility and maintenance services
A bill recipient Supplier
A prospect targeted by marketing activities The owner of an apartment or house
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Cross-role data Role-specific data
General
Form of address, name
Legal form, company
Group, search terms
Addresses
Standard address
P.O. box address
Other addresses
Communication
Telephone, fax
Extensions
Internet, E-mail, online
SAP
Business
Partner
SAP
Business
Partner
Payment Transactions Bank details Additional Data Identification numbers Legitimation Register entryBusiness Partner Data
BP Relationships
Hierarchical
Equal
Marital
Business partners are divided into various groups, to which different attributes are allocated. IS-U differentiates between:
Individuals Organizations Groups
Depending on the business context, the business partner can assume different roles. IS-U differentiates between:
Contract partner Installer
Contact person Prospect
Other roles depend on Customizing
For each contract partner, an SD business partner is created in the background.
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General data Dunning/payment data
Contract
Account
Dunning data
Dunning control Dunning letter recipient Dunning block reason
Outgoing payments
Payment method Bank details Alternate payee
Account assignment
Where-used list for Ols Planning group Account determination Settlement category Incoming payments Payment method Bank details Alternate payer Control
Alternative bill recipient Paid by collective bill
account
Additional bill
General data
Account name Account no. in legacy
system
Terms of payment Tolerance group
SAP AG 1999
Contract
Partner
Contract
Partner
Contract Account 1 Contract Account 2 Contract Account 3 Contract 1 (Elec. - domestic) Contract 2 (Water - domestic) Contract 3 (Gas - business) Contract 4 (Elec. - business) Contract 5 (Elec. - business) 150 100 300 100 50 Bill cover sheet CA 2/3 Bill cover sheet CA 2/3 Total : 450 UNI (Statistical posting to contract collective billing account CBA 1) Total : 450 UNI (Statistical posting to contract collective billing account CBA 1) Bill CA 1 Total : 250 UNI Bill CA 2 Total : 400 UNI Bill CA 3 Total : 50 UNIContract
Account for
Collective
Bill
Contract
Account for
Collective
Bill
Collective Bills
SAP AG 1999
General Data Move-In/Move-Out Data
Contract
Contract
Billing Data
• Joint Invoice • Billing block reason • Outsorting group
Budget Billing Data
• Budget billing Adjustment • Budget billing cycle
Acct Assignment Data
• Account determination ID • Cost center • Business area General Contract Data • Contract account • Division • Company code • Plant/comp. consum. • Statistics group • Authorization group Scheduling Data
• Contract start/end date • Renewal dates • Cancellation dates
Data Relevant to Billing
Deregulation Fields
Contract Data
In the Statistics group field, you specify a statistics group for a contract. It is used for determining data for sales statistics.
The authorization group prevents unauthorized access to specified objects. To be able to carry out any activity protected in this way, the user must have authorization for both the activity and the authorization group.
Data relevant to budget billing (the budget billing cycle, for instance) maintained in the contract overrides the default values defined in the portion or the Customizing settings.
The outsorting group determines which validations are to be carried out in billing. A contract can also be outsorted manually.
The meter reading block reason specifies why the contract has been blocked for meter readings. If you make an entry in this field then the contract can no longer be billed. The contract will not be released again for billing until you enter a billing release reason (the billing release reason overrides the billing block reason).
A business area is an organizational unit that covers a restricted area of activity/responsibility in your company. Value movements entered in Financial Accounting can be attributed to this business area for the purposes of external accounting.
SAP AG 1999
PM data IS-U data
Connection
Object
Additional Data • Structure/equipment list • Account assignment • Classification Plant Maintenance • Structure • Maintenance planning plant • Maintenance planning group Location Data • Maintenance plant • Location description • ABC indicator General • Description • Processing status • Notes Attributes• Regional structure group • Authorization group
Address
• Street, house number • Postal code, city
• Political regional structure
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General data Relationships
Premise
Additional Data Notes Update log Attributes Premise type Owners Number of occupants Location Data Storey Room number Location description Connection Object Forms the link between
the premise and the regional structure
Technology
Can be assigned to a
device location
Installation
Can comprise several
installations to be billed
SAP AG 1999
General data Relationships
Additional Data Installation type Guarantee of supply Notes Update log Control Data Supply or consumption Definition of base period Meter reading control
Process Data
Current premise
Current business partner Current contract
Installation
Billing
Rate category Rate data for devices
and registers
Reference value
Regional Structure
Linked via the premise
and connection object
Override default meter
reading unit
Business Partner
Conclusion of the contract
with the business partner
SAP AG 1999
Point of
delivery
Technical • Register Header data • Structure category • History Point of delivery ID • Description• Point of delivery type • Point of delivery role
Deregulation • Installation • Premise • Service type • Grid (distributor) • Settlement unit
SAP AG 1999 IS-U IS-U FI-CA FI-CA SD, CS, PM SD, CS, PM Cross appl.
Cross appl. Contract
account Business
partner Regionalstructure
Connection object Connection object Connection Device location Premise Contract (utility) Installation Device Meter reading Integration with Logistics Device category Point of delivery
Business Objects in IS-U/CCS
SAP AG 1999
Large utility companies process several million
customer-oriented business processes every year
There are usually special departments for this:
Customer center
Call center
Customer service agents
The IS-U Customer Interaction Center (CIC) supports these
departments in the system
SAP AG 1999
Efficient user interface, short training period
All common service functions directly accessible
Entry with incomplete data and comprehensive search help
User-specific adjustment of the interface and of the
available business processes
Connection to external communication systems (e.g.
C
omputer
T
elephony
I
ntegration, Internet)
SAP AG 1999
IS-U/CCS Front Office Functions
WWW
Fax
Letter
Telephone
Internet
In person
IS-U
Customer Information System
Archive integration Archive integration Call center integration Call center integration Internet integration Internet integration
Integration with External Communication Systems
As a customer information system, IS-U/CCS enables you to integrate external communication systems in your daily work.
The following slides describe the three most important interfaces:
Archiving of documents created in IS-U (for example invoices to customers, welcome letters, and so on.), as well as archiving incoming (or outgoing) documents which are initially only available in paper form (faxes, letters, and so on).
Integration with a call center solution via the SAPphone component. Access to IS-U functionality via the Internet or via an intranet.
SAP AG 1999
Identification Information Service function Initiate workflow Customer contactCustomer contact
Customizing
Front Office: Initial Screen X
Front office Edit Goto System Help
Search criteria Name: last/first Street/house number PostCd/city/cntry Business partner Activity date Tel. no. Addr.Cat. Bus. part. Conn.obj. CustomerPremise Call Description Context Processe s Install. Technical
Identification
Definable field selection
Use AND to join fields
Generic search with *
Display results
Information
Display of business objects
Field representation of
severalbusiness objects
Examples: customer,
contract account, contacts, bill and so on
Clipboard
Temporary storage of
business objects
Quick follow-up calls
Good contextual
overview
Processes
Front Office processes
R/3 workflow processes
Examples: customer
change and service connection process
The IS-U/CCS Customer Interaction Center
The CIC is available in two different layouts. The CIC with different vertical screen areas (see above) is the standard layout. In the L-shape layout (see next page), selected sectors including utilities, media and telecommunications are available.
The CIC/Front Office screen is divided into four different areas: Clipboard (also called business data display):
Used to temporarily save processed business objects. Identification (search criteria, data finder):
This is where you enter search criteria to locate a business object. Examples of search criteria include a name, address or telephone number.
Information (business object display):
Once the relevant business objects have been identified, various types of information can be displayed.
Processes:
This is a list of change transactions, Front Office processes, and workflows which can be carried out for previously identified business objects.
SAP AG 1999
Identification
Identification
Identification
Telephony
Telephony
Telephony
functions
functions
functions
Call
status
Call
Call
status
status
Action box
Action box
Action box
Application area
• Customer overview • R/3 transactions • User-defined HTML pages • Web pagesApplication area
Application area
••Customer overviewCustomer overview
•
•R/3 transactionsR/3 transactions
•
•UserUser--defined HTML pagesdefined HTML pages
•
•Web pagesWeb pages
Navigation
area
Navigation
Navigation
area
area
Customer Interaction Center (L-Shaped)
SAP AG 1999
In the application area of the CIC
List of all work items to be performed
E-mail and fax inbox
SAP AG 1999
