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AcceleratedSAP - Business Blueprint
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ASAP Business Blueprint

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Hero_Honda
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[- Owner: srini Include answered questions Include CIT Project documentation ]
srini 8/18/00
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File location: [\\Sap_trn1\c\Asap\Shared\Hero_Honda\QAdb\Reports\Blueprint_AllSM10.doc]
Table of Contents
A. Organization..................................................................................................................................4 1. Customer service...................................................................................................................4 1.1. Sales Organization..............................................................................................................5 1.2. Distribution Channel............................................................................................................5 1.3. Sales Office.........................................................................................................................5 1.4. Sales Group........................................................................................................................5 1.5. Service Planning Plant.........................................................................................................6 1.6. Service Planner Group........................................................................................................6 B. Master data...................................................................................................................................7 1. Customer service...................................................................................................................7 1.1. Technical Objects (Structuring of Technical Systems)..........................................................7 1.1.1. Functional Location...........................................................................................................7 1.1.2. Equipment........................................................................................................................9 1.1.3. Equipment Bill of Material.................................................................................................13 1.1.4. Reference Functional Location.........................................................................................15 1.1.5. Measuring Point................................................................................................................15 1.1.5.1. Measuring Point.............................................................................................................15 1.2. Maintenance Plans and Service Agreements.......................................................................16 1.2.1. Warranty...........................................................................................................................16 1.3. Additional Master Data........................................................................................................18 1.3.1. Counter/Measuring Point..................................................................................................18 1.3.2. Catalog.............................................................................................................................19 C. Business processes......................................................................................................................20 1. Customer service...................................................................................................................20 1.1. Call Center Processing........................................................................................................20 1.1.1. Front Office.......................................................................................................................20 1.1.1.1. Service Customer Contact Processing...........................................................................20 1.2. Spare Parts Delivery Processing.........................................................................20 1.2.1. Spare Parts Order............................................................................................................21 1.2.1.1. Spare Parts Order Processing.......................................................................................21 1.2.2. Risk/Credit Management..................................................................................................24 1.2.2.1. Credit Control................................................................................................................24 1.2.3. Delivery and Transportation..............................................................................................25 1.2.3.1. Goods Issue Processing................................................................................................25 1.2.3.2. Delivery Processing.......................................................................................................26 1.2.3.3. Transportation Planning and Processing........................................................................28 1.2.4. Billing 28 1.2.4.1. Fixed Price Billing..........................................................................................................28 1.3. Repairs Processing at Customer (Field Service)..................................................................29 1.3.1. Service Notification...........................................................................................................29 1.3.1.1. Service Notification Creation and Processing.................................................................32 1.3.1.2. Entry of Technical Findings............................................................................................34 1.3.1.3. Debit Memo Request Processing...................................................................................35 1.3.2. Goods Movements...........................................................................................................35 1.3.2.1. Goods Issue Processing................................................................................................35 1.4. Repairs Processing in Service Center (Inhouse)..................................................................36 1.4.1. Repair Order.....................................................................................................................36 1.4.1.1. Service Quotation Processing........................................................................................36 1.4.1.2. Repair Order Processing...............................................................................................36 1.4.2. Service Order...................................................................................................................36 1.4.2.1. Service Order Creation and Processing.........................................................................36 1.4.2.2. Service Order Release...................................................................................................40 1.4.2.3. Service Order Execution................................................................................................41 1.4.3. Completion Confirmation..................................................................................................41 1.4.3.1. Individual Time Confirmation..........................................................................................42 1.4.3.2. Measurement Document Processing.............................................................................43 1.4.4. Settlement and Completion...............................................................................................43
Blueprint_All-SM10.doc
1.4.4.1. Technical Order Completion..........................................................................................43 1.4.4.2. Order Settlement...........................................................................................................43 1.4.5. Billing 44 1.4.5.1. Credit Memo Request Processing..................................................................................45 1.4.5.2. Billing Request Processing............................................................................................45 1.4.5.3. Fixed Price Billing..........................................................................................................46 1.5. Free Service Coupons.........................................................................................................47 1.6. Other Processes - 1.............................................................................................................50 1.7. Other Processes - 2.............................................................................................................51
A. Organization
1. Customer service
CI template: 1. General Explanation Customer Service is not directly handled by HHML, except in case of Customer Complaint, which is about 100 numbers per month. All Customer Services are handled by the Dealers, who are maintained as a part of S&D Customer Master. Service Department has its Headquarters at HO. Zonal Service Heads report to HO Service Head. All Service activities are planned at Zonal Office and Branch office.
2. Naming Convention HHML's Head Office and all Zonal office will be treated as Maintenance Plants in SAP. Maintenance Plants are the offices where Service resources are present and are planned. Names of Plant to be finalised as per HHML's Requirement.
3. Definition of Organizational Units Sales Organisation defined for Motorcycle / Spares would be used for Service Management Module.
5. Changes to existing Organization Collection of all Delivery notes have to be done at Sales offices. Soft copy of the Motorcycle owners' address have to be obtained and uploaded into the system through Batch input. The PDI will be entered into the system by the Service Engineer at the area office. Instead of making MTR, Service engineer will make a service notification in the system for each warranty repair. All the Customer Complaints will be entered as Service Notification in the System by the Service Engineer at HO.
6. Special Considerations
The Service personnel require training of these functions.
1.1.
Sales Organization
Questions: Q: 1) Who is responsible for sales-related components in the material and customer master data? A: Service department for the Material Master Data related to Customer Service. Sales and Marketing for Customer Master Data. Q: 2) Is a customer assigned to one sales unit or can he be addressed by several sales units ? A: Yes. Q: 3) Does the law require complete separation of sales activities? For example, you are not allowed to mix human and veterinary medical products in one sales order. A: No. Q: 4) How is your sales and distribution processing structured? For example, is order processing/billing centralized or decentralized? A: Presently Processing of Service Reimbursement and Warranty are all Centralised at HO or Factory.
1.2.
Distribution Channel
Questions: Q: 1) Do you sell your products via a number of distribution channels (via direct sales, in retail trade, cash & carry, and so on)? A: As per SD Configuration.
1.3.
Sales Office
Questions: Q: 1) How is sales structured (social organization of employees)?
A: All area offices will be Sales offices.
1.4.
Sales Group
Questions: Q: 1) How many sales groups do you handle? 5
A: Service Group. Q: 2) Do you have special reporting for commission management and sales budget?
A: No. Q: 3) Do you evaluate at sales representative level? If yes, please consider also the partner definition. A: Not Applicable.
1.5.
Service Planning Plant
Questions: Q: 1) How service will be planned in your company?
A: [ ] Both [ ] Centrally [ ] locally [X] Both Q: 2) How are service spares stored?
A: [ ] Other [X] in central storage facility [ ] in distributed storage facilities [ ] in service vehicles [ ] Others
1.6.
Service Planner Group
Questions: Q: 1) How service will be organized?
A: [ ] Centrally [ ] Locally [X] Both Q: 2) How are the service teams / labor resources organized?
A: [ ] teams with only one special field (e.g. electricians) [X] teams with several special fields [ ] Other
B. Master data
1. Customer service
1.1.
1.1.1.
Questions: Q: 1) Do you usually have several technical objects for a customer that you want to represent together? Do you require additional functionality to structure this accordingly? A: Dealer has a Show Room, a Workshop and Service Extension. Q: 2) If yes, which technical objects from customer sites should be combined using functional locations? A: Dealer XYZ --Dealer Show Room A ----Dealer Workshop A ----Dealer service Extension. A --Dealer Show Room B ----Dealer Workshop B ----Dealer service Extension B. Q: 3) What do the hierarchy levels of the functional locations represent (for example, cost center levels, production process levels)? A: Dealer XYZ --- Main --Dealer Show Room A -- City A ----Dealer Workshop A -- City A ----Dealer service Extension. A -- City A --Dealer Show Room B -- City B ----Dealer Workshop B -- City B ----Dealer service Extension B.. Q: 4) Is the hierarchy for functional locations structured according to spatial, functional or technical viewpoints? A: Spatial and Function. Q: 5) How detailed should the functional location hierarchy be (for example, number of levels, installation and dismantling of equipment)? A: * HHML Zonal Office - Service --Dealer XYZ --- Main -----Dealer Show Room A -- City A --------Dealer Workshop A City - A --------Dealer service Extension. A -- City A -----Dealer Show Room B -- City B ----Dealer Workshop B -- City B.
Technical Objects (Structuring of Technical Systems)

Functional Location
Q:
6) At what level(s) of the hierarchy should data be entered?
A: Level 3. Q: 7) How detailed should the last level of the hierarchy for functional locations be?
A: As explained above. Q: 8) Is it sometimes the case in your company that functional location numbers change (for example, if you assign part of a technical system to another technical system)? A: Not Applicable. Q: 9) Do you need to assign different numbers to functional locations (for example, (a) from a procedural perspective and (b) from a measurement/control system perspective)? A: Not applicable. Q: 12) Do you need to record the performance of functional locations using measuring points and counters? A: No CI template: 1. Requirements/Expectations To track all Dealer account in Customer Service Module. To track activity at Dealers' Workshop and Service extension
2. General Explanations Dealers are the Customers of HHML. After sales service to the end users is provided by the Dealers. Dealers have Show room and Servicing Workshop within the premises. In addition , a dealer may have a number of Service Extensions. 3. Naming/Numbering Conventions There has to be hierarchy of Functional Location. First Level - Zonal office - (NORT / SOUT / EAST / WEST / EXPO) - Four character - Alpha. Second Level - Area Office, if needed. Third Level - Dealers Office - (ID of Sold to party) - As decided in SD module Fourth Level - Dealers Show room / Workshop / Service extension - (SHOW / WORK / EXTN) - 4 Char Alpha Fifth Level - Location / City in case of Multiple Location - (CHEN / DELH) 4 Character City ID.
4. Special Organizational Considerations Zone-wise or Area office-wise Listing and reports would be possible. 5. Changes to existing Organization
Not identifiable at this stage.
6. Description of Improvements Data available in the Central Data Base. Gives transparency. 7. Description of Functional Deficits Not visible at this stage. 10. System Configuration Considerations Structural indicator has to be created on the basis of the Hierarchy.
1.1.2.
Questions:
Equipment
Q: 1) Do you have technical serviceable items (for example, PCs) as a reference in Customer Service (for example, in orders)? If yes, give an example. A: Yes. Motorcycles are sold by the company through the Dealers. The dealers render the service and it is tracked by the company. Q: 2) Do you identify these for information only in unchecked system numbers and/or using master records, such as serial number records or equipment master records? A: The motorcycles are tracked by Material number, Chassis Number and the Engine Number. Registration Number also is a reference number. Q: 3) Which serviceable objects need to be entered as equipment master data?
A: Motorcycles (Chassis or Frame) and the Engine. Q: 4) List and describe the different categories of equipment that you maintain.
A: Customer Equipment. Q: 5) How many pieces of customer equipment do you expect to manage in your system?
A: 1,000,000 Equipment to start with. Every year 1000,000 Equipment will be added to the system - for Motorcycle. 700,000 Equipment will be created for the Engine of the motorcycle.
Q: 6) Is each individual piece of equipment in your company identified by a serial number (by your production department and/or by the manufacturer)? A: Yes. During manufacturing, each equipment gets a chassis number and an Engine Number. These are Bar Coded and recorded. During the delivery process, these are printed in the Invoice and referred for all the future transaction. Q: 7) Do you want to create your own serial numbers or do you use the serial number of the manufacturer as a reference/key for that object? A: Serial number (Chassis Number) given during the production would be used as Serial Number. PP / SD interface. Q: 8) If you use serial numbers, on which level do you want to track their history (including costing, statistics, and so on)? A: History needs to be tracked on the Chassis Number and Engine Number.. Q: 9) Does your equipment include particular assemblies that you want to handle individually in order to perform damage and cost analyses? Describe them. A: Damage analysis need to be performed broadly on the Engine parts and Chassis Parts. Q: 10) Do you represent the different types of equipment using material master records in conjunction with Materials Management (for example, inventory management, goods movements)? A: Yes Q: 11) Does your equipment include larger components that you want to handle individually, in order to create damage and cost analyses for them? A: Yes
Q: 12) Specify business partners (internal and/or external) for whom you require an address when you need service requests for a particular piece of equipment. A: [X] Owner of technical object [ ] Operator of technical object [ ] Customer department receiving the invoice [ ] Payer of invoice [ ] Contact person (customer) [ ] Person responsible in your enterprise organization [ ] Department responsible in your enterprise organization [ ] Other Q: 13) Add other partners to the list, if necessary. 10
A: Sold to Party Service By Party. Q: 14) Do you need to link documents (for example, drawings, manuals) to equipment master records? If yes, give some examples. A: No Q: 15) Do you measure and log the current condition of the equipment in the system (for example, temperature, pressure, operating time)? If yes, describe the measuring points and counters, which you use for different pieces of equipment. A: Kilometer run by the Motorcycle need to be tracked during Service for Warranty. Speedometer Reading in the measurement. Q: 16) Do you track warranties? If yes, are you a guarantor, a warrantee, or both?
A: Yes. Both Customer warranty and Vendor Warranty are applicable. Q: 17) Describe the different warranties for your equipment, and specify whether these should be recorded individually for each piece of equipment. A: If any component of the equipment is found defective, it is replaced by the dealer free of cost, and the same is sent to HHML. HHML checks these parts and give credit note for the same. Q: 18) Do you want to obtain a note on the warranty automatically for a positive warranty check result? A: HHML needs a note on the warranty automatically for a negative warranty check result. Q: 19) Does a technician in your company require a special work permit before starting work on specific equipment? A: No. Q: 20) Does old data (for example, equipment master records, repair histories or information about technical objects) have to transfer? Give a typical example. A: No. Q: 21) Do you classify equipment? If yes, how?
A: No, at present. Q: 22) Which changes to equipment do you want to document with a usage list?
A: Change in the servicing dealer. Q: 25) How do you activate the Equipment view after the sales of motorcycle by the dealer? 11
A: [ ] Manual activation of the Equipment view. [X] Electronic activation of the Equipment view by HHML. [ ] Electronic activation of the Equipment view by the dealer Q: 26) Who would activate the equipment view and when?
A: The Head office will upload the Data by BDC. Q: 27) How will the equipment master get updated for the owner's name, address, Sold to Party, Sales Date, Warranty update, etc? A: [ ] Manual update [X] BDC - Batch Process Q: 28) How will the process of installation of equipment be done?
A: [ ] Manual installation always. [X] Electronic updating - BDC [X] Manual update when there is a change Q: 29) Who will do the Equipment Master Update for the address update?
A: Service Engineer at the Head office will upload the data. CI template: 1. Requirements/Expectations To track individual Motorcycle history, service, warranty repairs, Spare part replaced, etc.
2. General Explanations Dealer sells the motorcycle to the customer. Each motorcycle has a owner, who will be the default Contact person. The motorcycle is identified by the material number and serial number. The chassis (Frame) number is fed as the serial number (External and Alfa Numeric) at the time of making GR of Motorcycle in the FG Stores) Equipment is created in the background. The number is numeric and internal generated one. After the motorcycle is delivered to the end user, the equipment view of all the motorcycle (Material / Serial Number) is to be activated automatically by BDC***. An equipment is created for each Engine (External number with the Engine Number) by BDC and is attached as sub equipment of the Motorcycle by BDC 2 measuring point (one for the Motorcycle and one for the engine) are created for every equipment by BDC. ***
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All the equipment are installed in the Functional Location corresponding to the Dealer and the Sold to party as the Dealer by BDC. *** After the sale is made by the dealer to his customer(owner), equipment master is updated for the following: The address details of the owner. The engine number of the motorcycle Attachment of master Warranty. Start date of the warranty as per the date of sale. The Model Number in the field "Object" of the Equipment Master. The measuring document for the above measuring point is created with value of "zero" by BDC. ***
3. Naming/Numbering Conventions The equipment number will be Internal Number as it would be generated in the background at the time of making the GR. Engine will be created as an equipment and attached as a sub-equipment.
4. Special Organizational Considerations Number of Equipment Master record in the system would be equal to the number of motorcycles sold plus number of Engines created as equipment. 6. Description of Improvements It would be possible to track the History of each Motorcycle with reference to Servicing Dealer, Number of warranty replacement, Component Failure, etc. 7. Description of Functional Deficits Number of master records to be updated are many. Manual updating is not possible. BDCs have to be written and run periodically to update all Master Records. 8. Approaches to covering Functional Deficits BDCs have to be written and run automatically periodically for all updating. 10. System Configuration Considerations From this year HHML is likely to sell 1 million motorcycles every year. This means, 1 million equipment, 1 million measuring points would be created in the system. The load on the hardware of SAP R/3 has to be studied and confirmed.
1.1.3.
Questions: Q:
Equipment Bill of Material
1) Do you have structures for special sub-items? 13
A: Yes Q: 2) If yes, are they pieces of equipment that you want to trace on monitor?
A: Yes Q: 3) If you use equipment hierarchies, describe some examples of when and how they are structured. A: First Level Motorcycle - Equipment (Material / serial number). The serial Number will be the same as the chassis number. Second Level: Engine - Sub-equipment. The equipment Number will be the same as the Engine Number. Q: 4) Does your equipment include larger components that you want to handle individually, in order to create damage and cost analyses for them? A: No. Q: 5) Do you currently have equipment BOMs (spare parts lists)?
A: No Q: 11) Do you use variant configuration?
A: No CI template: 1. Requirements/Expectations To know list of components which are used in a particular model so that spares lists can be easily made.
2. General Explanations The specific components used for a model is listed as Material BOM (Application Type: Plant Maintenance) and attached as Construct Type of the Equipment Master. Spares to be used for a model can be identified by seeing the Structure List of the equipment.
3. Naming/Numbering Conventions Presently a Motorcycle will be an Equipment (Equipment number). This will be related uniquely with Material / Serial Number. Engine will be another equipment (number same as the Engine Number) below the Motorcycle. If any change is required, it will be done during the process of implementation.
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4. Special Organizational Considerations Nothing Specific
5. Changes to existing Organization None 6. Description of Improvements It is possible to check during warranty repairs, the spare part replaced is in line with the spare part as per the BOM attached to the Equipment.
1.1.4.
Questions:
Reference Functional Location
Q: 1) Do you have many similar objects to reproduce the technical structures of your customers site? A: No. Q: 2) Do you have standardized functional location structures that should be represented as reference functional locations? A: No
1.1.5.
1.1.5.1. Questions: Q:
Measuring Point
Measuring Point
1) What are define as Measuring Point for the customer Equipment?
A: Speedometer (Odometer) Reading in Kilometers is a Measuring point for Motorcycles(Equipment). Q: 2) Do you want the Measuring points to be created automatically?
A: Yes. Q: 3) What will be the initial reading of the measuring points? Is this to be done automatically? A: Initial reading will be zero. This should be created automatically. CI template: 1. Requirements/Expectations
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The performance (Kilometer reading) of the Motorcycle should be captured during the servicing (regular / warranty) The date of service with respect to the date of sale has to be monitored The above 2 should validate the Warranty if free replacement has to be approved in the system. 2. General Explanations The date of sale by the dealer to the owner should be the Warranty start date. The initial Odometer Reading of the motorcycle should be documented by a measuring document. The upper limit for the expiry date of warranty and the kilometer run by the motorcycle is defined in the Master Warranty. For the same measuring point, a measurement document would be made at the time of servicing. The date of servicing and the above Measuring Document data would help system to keep track of Warranty. 3. Naming/Numbering Conventions This would be internal generated number. 6. Description of Improvements The system keeps track of the warranty automatically. 7. Description of Functional Deficits It is not possible to keep track of Engine part warranty and Chassis part warranty separately. This is equivalent to tracking of 2 master warranties in the system, which is not supported by SAP standards. 8. Approaches to covering Functional Deficits Chassis will be the Motorcycle Equipment and Engine will be a sub-equipment. By this way, we can track warranty for both engine part and Frame part separately. To explore any user exit, if available, to track both engine and chassis part warranty individually and indicate during transaction.
10. System Configuration Considerations Every Motorcycle sold will have 2 Measuring points, one for the motorcycle and another for the engine. That means 2 million Measuring Points per year will be generated in the system.
1.2.
1.2.1.
Maintenance Plans and Service Agreements

Warranty
Questions:
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Q:
1) Do you track warranties? If yes, are you a guarantor, a warrantee, or both?
A: Customer Warranty Vendor Warranty Q: 2) Which materials contain warranty agreements?
A: All Engine Parts. All Frame Parts. Q: 3) To which objects should warranties be assigned?
A: [X] Equipment [ ] Functional locations [X] Serial numbers Q: 4) Describe the different warranties for your objects and specify whether these should be listed individually for each object. A: Models Engine Warranty CD series Street/Spl /CBZ . Q: 5) What is the current procedure? Automatically or manually? Customer warranty Chassis Warranty
6 Months or 75006 Months or 7500 12 Months or20000 6 Months or 7500
A: Automatic
Q: 6) Do you want to obtain a note on the warranty automatically for a positive warranty check result? A: Presently automatic check gives indication when the equipment is not under Warranty. Q: 7) Which warranty counters are used?
A: 6 Months and 7,500 Km. 12 Months and 20,000Km. CI template: 1. Requirements/Expectations To track warranty of all the Motorcycles in the System. System should check during all Warranty Repairs Claim by the Dealers, so that the credit note is given to the Dealer. The Component which failed during the warranty should be sent to the vendor (in case of Boughtouts) and Vendor account should be debited through a Debit Note. In case of in- plant production, concerned cost center should be debited.
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2. General Explanations 1) Master Warranty will be created in the system. Master Warranty will be created separately for every Model for the Motorcycle (Chassis and Engine). 2) Time and Mileage will be the 2 counters. 3) Engine Warranty and Chassis Warranty are to be defined as 2 Warranty Masters. 4) Time and Mileage will be defined for Engine and Chassis separately. 3. Naming/Numbering Conventions Master Warranty for Motorcycle and Engine for every model will be created separately. 7. Description of Functional Deficits If Motorcycle Chassis) is created as an equipment, it is not possible to track warranty for Engine on different terms (Period and mileage). SAP provides attachment of one warranty only to an equipment. 8. Approaches to covering Functional Deficits Motorcycle (Chassis) will be Equipment and will carry the frame warranty terms. Engine will be a subequipment and will carry Engine Warranty Terms.
1.3.
1.3.1.
Additional Master Data

Counter/Measuring Point
Questions: Q: 1) Do you need to record the performance of functional locations using measuring points and counters? A: Yes Q: 2) If yes, is counter-reading data transferred between the different levels?
A: Yes Q: 3) Do you measure and log the current condition of the equipment in the system (for example, temperature, pressure, operating time)? If yes, describe the measuring points and counters, which you use for different pieces of equipment. A: Date of Call. Kilometer as per Speedometer Reading of the Motorcycle.
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CI template: 1. Requirements/Expectations Counters should be able to track the performance of the motorcycle and the validity period. 2. General Explanations 1) Two counters will be created for HHML's requirement. 2) Days as a counter will keep track of the validity period. 3) Kilometer traveled will be tracked by the Measuring point and document at service. 4) Each Motorcycle (Equipment) will have a Measuring Point.
7. Description of Functional Deficits None apparent at this stage.
1.3.2.
Questions:
Catalog
Q: 1) Do you want to create an inspection catalog of characteristic features, causes of defects,and usage decisions that occur when customer service work is executed? A: Code Group for Object, Damage, Cause for Damage, Activity and Tasks Q: 2) Describe your current catalogs and their structure.
A: This would be collected by th HHML team. CI template: 1. Requirements/Expectations 1) To track all components fail during warranty 2) To find out common causes which lead to failure of a component. 3) To have a list of Activities and Tasks, which can be used for search and selection criteria.
2. General Explanations 1) List of following catalogs will be created: Object part Damage of Parts Cause for Damage Activities Tasks for notification. 2) Catalog profile will be created (Model-wise) for the following notifications / Services. PDI Notification Catalog Equipment Catalog.
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7. Description of Functional Deficits Nothing apparent at this stage.
C. Business processes
1. Customer service
1.1.
1.1.1.
1.1.1.1. Questions: Q: 1) Do you operate a "Telephony" call center or only a "Walk in" call center?
Call Center Processing

Front Office
Service Customer Contact Processing
A: No.
1.2.
CI template:
Spare Parts Delivery Processing
1. Requirements/Expectations Spare Parts sale to end-user is done by the Dealer. HHML supplies Spares to the Dealers and not to the motorcycle owners directly. All requirements of Spare Parts are captured in Sales and Distribution. (SP001 to SP017)
2. General Explanations 1) Spares ordering will be through the S&D Module. 2) Delivery will be similar to all normal process of Sales. 3) Billing will be through S&D.
Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Spare Parts\SD001ORDER REGISTRATION.doc]
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Spare Parts\SP017-SPARE PARTS WARRANTY.doc]
SD001- ORDER REGISTRATION.doc
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SP017-SPARE PARTS WARRANTY.doc
3. Explanations of Functions and Events Whenever any special component is required for attending to a complaint, Service department, informs Service engineer to attend to it and supply of the spare part is made to the dealer concerned on priority with reference to an order from the Dealer.
1.2.1.
Questions: Q:
Spare Parts Order
1) How are Spare parts ordered for taking care of the Customer Complaints?
A: Spare Parts are ordered by the Dealers on periodic basis. If any spare is required on urgent basis, the same is processed on priority and delivered by courier, if necessary. Q: 2) Is Spare part ordering a part of S&D or Service Department?
A: Spare parts ordering are a part of the Sales and Distribution system. Q: 3) Is spare part ordering a part of the service Notification Process?
A: No. 1.2.1.1. Questions: Q: 1) Does your organization have specialists who only process specific types of customer orders (for example government, international, OEM, reseller) or products (for example, specific product lines)? A: Yes. 1) Institutional Sales 2) Exports Sales 3) Dealers sales. Q: 2) Do you presently separate your standard orders by any variables (for example, document type, sales organization, sales representative, and customer type) for ease of processing or reporting purposes? A: Presently, Dealers send the order for spares as one of the following: 1) Bunch of spare part list, with selection of the components and the quantity required - Plant wise. 2) Order (PO of the Dealer) with annexure giving the list of components and the quantity. Spare Parts Order Processing
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Q: 3) What information do you capture on a sales order? List your current sales order types (including returns and credit/debit memo requests). A: 1) Sales Order for Spares: Item, quantity, price from the price list, payment terms, inco terms, Dealer ID, PO number, Credit Status 2) Rush Order (VOR) for Spares: Item, quantity, price from the price list, payment terms, inco terms, Dealer ID, PO number, Credit status - for immediate delivery. 3) Return Order for Spares: Item, quantity, Dealer ID, Motorcycle chassis number, Engine number, MTR. Q: 4) How do you receive orders?
A: [X] Telephone [X] FAX [ ] EDI [ ] Internet [X] Others Q: 5) Do you convert other sales document types (such as inquiries, quotations) into sales documents? A: Only in case of Exports and Institutional Sales. Q: 6) When creating an order, do you check to see if the purchase order has been used already? A: Yes Q: 7) List the reasons for creating a sales order.
A: In case of returns, Reasons for order, is required. Q: 8) For what reasons would an order or line item be rejected?
A: List of reasons for short closing the order would be given. Q: 15) What information from a sales document do you consider obligatory and would like to appear on an incompletion log if missing? Do you want it to be possible to save the document as incomplete if any of this information is missing? A: SAP Standards.
Q:
17) Do you send order confirmations? If yes, how?
A: Order registration number is to be generated. No need of confirmation. Q: 18) Do you receive goods directly from your vendor to fulfill your customer orders?
A: Yes, in some cases.
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Q:
21) Do you use serial materials? Describe in detail.
A: Spares are not serial number managed. Q: 22) In certain orders, do you not invoice the customer for the materials?
A: No Q: 23) How do you handle free materials (e.g. samples, donations). Do you use a separate item or separate order type? A: Spares are not supplied free. Q: 25) How do you handle free goods in a sales order (with or without a separate item for the free good item)? A: Not applicable. Q: 28) Are sales orders created with reference to a preceding document (inquiry, quotation)?
A: Only for Institutional sales and exports - quotations to sales order. Q: 29) Are sales orders entered by the head office or stores?
A: Presently in stores. Q: 30) If the sales orders are entered by the stores, how are these transmitted to the central retailing system? A: Not applicable. Q: 32) Do you want to perform a credit limit check when you enter the sales order?
A: Yes Q: 33) Do you want to perform an availability check when you enter the sales order?
A: Yes Q: 34) What triggers creation of a sales order?
A: Po from a dealer. Q: 36) Is the customer supplied with an order confirmation?
A: No Q: 38) Which types of order do you use? 23
A: [X] Standard order [X] Rush order [ ] Cash sales [ ] Third-party order [ ] Contract [ ] Scheduling agreements [ ] Service order [ ] Repair order [X] Others Q: 42) Are there occasions when the delivery should be created at the same time as the order (rush orders)? A: Yes. Urgent orders. Q: 43) Do you price differently for rush orders?
A: No. Q: 44) Should an availability check take place for rush orders?
A: Yes Q: 45) Do you need to track your warranties?
A: No Q: 46) Which materials are provided with warranty agreements?
A: Under Review. CI template: 1. Requirements/Expectations
2. General Explanations
1.2.2.
Risk/Credit Management
Credit Control
1) Do you have a current policy on risk management/credit control? Describe in detail.
A: Yes. It is based on the outstanding and the age of the outstanding.
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Q:
2) What kinds of risk management do you use?
A: [X] Credit control [ ] Payment cards [ ] Letter of credit [ ] Export credit insurance Q: 4) What department is responsible for monitoring and controlling credit?
A: Sales and Finance. Q: 5) At which organizational level is the responsibility for credit limit assignment?
A: [X] Sales area data [ ] Sales area segment of payer [ ] Company code [ ] Others Q: 8) How do you handle the review of blocked sales documents (for example, send mail to credit representative)? A: Manual release. Q: 9) At which step in the sales process and at what level do you use risk management (e.g. sales order, delivery)? A: Sales Order level for the spare parts. Q: 10) Which parameters are considered in the credit check (for example, maximum document value, time period), and how does the system react if the credit limit is exceeded (warning, block, error message)? A: Covered in SD Q: 11) Do you have a default max. credit limit for new customers?
A: No.
1.2.3.
Delivery and Transportation

Goods Issue Processing
3) Who posts the goods issue?
A: Stores person. Q: 6) How do you document materials supplied by the subcontractors?
A: Material received from the Vendor is inspected and received in BSR. These are repacked and stored in Final Stores. Parts, which are packed as kit, have to be processed as Production order and confirmed so that they form sales unit.
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Q: 7) Do service technicians have their own local stock (e.g. in their car) from which they can take spare parts required for servicing? A: No Q: 8) How will the consumption of these parts be recorded and who will post their withdrawal in the system? A: Stores persons will issue to production in SAP and receive in repacked condition. Q: 9) How do you document materials that are ordered for specific work orders?
A: Not applicable. Q: 11) Do service engineers have their own local stock (for example, in their car) from which they take spare parts required for servicing? A: No 1.2.3.2. Questions: Q: 1) List all documents required to complete the delivery process (e.g. picking list, packing list or bill of loading) and what information they contain. A: Picking List. This contains the part code, bin in which it is stored, and quantity to be picked up. This is listed in ascending of the Bin position. Packing List: This is required where the Spare parts are packed in CB or Crates or Wooden Boxes. Items contained in each packing unit should be shown. Q: 2) If you have multiple plants, how do you determine what plant a product is delivered from? A: Spare parts supply is exclusive with respect to plant. Spare part supplied by HHG (Hero Honda, Gurgaon) is not supplied by HHD (Hero Honda, Daruhera) and vise versa. Delivery Processing
Q:
3) How do you determine multiple shipping points?
A: Plant-wise determination. Q: 4) Do you redetermine routes at the time of delivery?
A: Covered in SD Module, as Spares are supplied along with the motorcycles. Q: 5) Do you have a standard lead time in days for the customers requested delivery date?
A: This has to be in line with the Motorcycle Delivery for the same delivery.
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Q: 8) Do you add additional prices at the delivery time (for example, packing or postage costs)? A: No.. Q: 9) How do you create deliveries?
A: [X] Online [ ] Background processing [ ] Display both Q: 11) Do you use labels with bar codes? How?
A: No barcodes for spares. Q: 12) Do you allow items that weren't in the sales order to be added to a delivery?
A: No. Q: 13) What types of text do you require in your delivery documents, and are they required on output? A: Truck no, LR no and Date. Q: 14) What information do you consider necessary for a delivery and would like to appear on an incompletion log if missing? A: [X] Address [X] Incoterms [X] Terms of payment [X] Material [X] Order quantity [X] Net price [X] Plant [ ] Shipping point [ ] Pricing date [ ] Others Q: 15) Do your customers accept partial deliveries in case of lack of availability and what are the rules for creating them? A: Yes, but there is no standard rule. Q: 17) Do you check the available stock of an item in the delivery?
A: Yes. Q: 18) Do you track Over Delivery or Under Delivery tolerance percentages for your customers? A: Yes.
27
Q:
19) What should happen if the delivery quantity differs from the order quantity?
A: [ ] Nothing [X] Warning [ ] Error message [ ] Various Q: 20) What are the reasons you would ever block a sales document from delivery?
A: Credit Control. 1.2.3.3. Questions: Q: 1) Do you plan transportation yourself? Transportation Planning and Processing
A: Transportation of spares is done along with the motorcycles.
1.2.4.
1.2.4.1. Questions:
Billing
Fixed Price Billing
Q: 2) Are billing documents created individually (one billing document per sales order or delivery) or collectively (one or more billing document for several orders or deliveries)? A: One delivery - one Billing document. Q: 3) Which documents are your billing documents based on (e.g. order, delivery)? Please describe in detail. A: Sales order for material - pricing and Delivery document for Delivered quantity. Q: 7) In which cases do you combine or split orders/deliveries into invoices? Describe your consolidation/split criteria (e.g. payment terms, customer, export data). A: Not in case of spares. Q: 8) What type of billing documents is created (e.g. invoice, pro forma invoice, credit notes, debit notes, export invoice)? A: Invoice, Proforma Invoices, Debit Notes and Credit notes Q: 13) How are prices copied from sales documents to billing documents?
A: [ ] Copy manual changes, redetermine the rest [ ] Copy prices, redetermine freight [X] Redetermine taxes only [ ] Redetermine all prices including taxes, freight [ ] Others
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Q: 16) What types of text are required in your billing documents? Are they required on output? A: Truck number and LR Number Q: 20) Which information is required for the accounting document (for example, reference number)? A: [X] Purchase order no. [ ] Order number [ ] Delivery number [ ] External delivery number [ ] Current invoice number [ ] Others Q: 21) What kind of payments do you receive from the customer?
A: [ ] Cash [ ] Credit Card [X] Check [X] Down payment [X] Electronic Funds Transfer (EFT) [ ] Others
1.3.
1.3.1.
Repairs Processing at Customer (Field Service)

Service Notification
CI template: 1. Requirements/Expectations 1) To Capture the PDI information in the SAP R/3 System and to analyse the report data (as per SS 001). 2) To capture the Warranty Repairs in the system (as per SS004). 3) To log Customer Complaints in the system and keep track the progress of the same (as per SS 003).
Attachments:
[]
2. General Explanations As per As-is Process - SM 001, SM 003 and SM 004 Attachments: sapcustcomp.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS003-
Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SDSM\Service\SS001-sapPDI1.doc, \\Sap_trn1\c\Hero Honda\AS IS Processes\SDSM\Service\SS004A-sapwaranty.doc]
SS003-sapcustcomp. doc
29
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SDSM\Service\SS004-sapMTR.doc]
SS004-sapMTR.doc
3. Explanations of Functions and Events PDI Inspection: PDI reports are made by the dealers. These are captured for recording and analysis. They are not live transactions. These may be captured within 10 days of the receipt of the truck at Dealer's location. 1) Once the PDI report is received from the dealer, Service Notification is made for every consignment. 2) The defective component is listed in the object. 3) The Transporter Name and the Truck number is entered in the Notification Heading. 4) The Chassis number or the Engine number is entered in the item text field. 5) The object, which is damaged, the damage, reason for damage and the activity can be filled up in the item details. 6) The PDI defects can be analysed for the defects, etc. Warranty Repairs: Warranty Repair is made by the dealer as and when the motorcycle comes to dealer's workshop. These repairs carried out by the dealer are reported to HHML for analysis and commercial settlement. Transaction in SAP starts as and when the dealer reports the matter to the service engineer for MTR. Notification may be created in the system within 15 days of the repair. Material may be received at the factory within 30 days after the repairs. 1) As soon as the warranty claim form is received from the dealer, a Service Notification is entered. Notification is made for Material (Motorcycle / Serial No). and sold to party, the dealer who serviced. 2) The object part is entered in the item and the damage is noted. Text in detail can be made by the person who creates the notification. 3) A list of task can be automatically brought into the notification. The System / Service HOD can assign a person responsible (Inspectors) for each task. 4) After creating the notification, a Return Sales Order has to be made with reference to the Service Notification. This has to be done before or during the actual receipt of the material in the factory. 5) Return delivery and PGI will be made in the system as soon as the material arrives the factory Service Cell. 6) The inspectors can view the Task / Notification pending with himself and act on it. He can enter his findings in the detailed text and note the reason for failure and activity code in the system. He also completes the task for the notification. 7) After examining the Warranty status, the inspector decides (Warranty or Goodwill Warranty or reject claim) the action. In case the claim is rejected, he can enter a rejection reason in the return order and close it. If warranty is applicable, he can enter the same as the order reason and save the order.
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8) A consolidate Credit Memo can be made for the dealer at the end of the month for all the return orders generated for the dealer. 9) The Service Notification is closed after closing of all the individual tasks. 10) When the component is to be sent to the vendor, Quality Notification will be made. Procedure for sending the material back to the vendor will be done in QM / MM Module. The same notification can have necessary task for necessary Counter Measures. 11) Standard reports would be generated in the system. Customer Complaint: 1) Service Notification is created in the system as soon as a complaint is received from the customer. The complaint is lodged for a motorcycle / serial number(chassis number). 2) Priority is given as per the norms. Detailed text and the nature of complaint can be entered in the Notification. 3) Standard task can be determined automatically and additional tasks can be added, if needed. Person Responsible is attached to each task. 4) The notification can be printed in the required format, as acknowledgment and sent to the owner of the vehicle. 5) The person responsible can see the task pending with him and the completion time given to him. 6) If the task assigned is not completed and entered in the system, the notification can be escalated to the next superior person. 7) The tasks are completed by the persons responsible with all details such as the object part, damage, reason for damage and the activity done to rectify the fault. 8) The Call Desk person can see all the pending tasks, their status and complete the notification at appropriate time. 9) The history of earlier complaints can be seen in the Object Information of the Notification by all persons (if authorised). 10) Standard Info systems can give Details / Reports of the complaints.
5. Special Organizational Considerations 1) In case of Customer Complaint, the call desk person would make the Service Notification. 2) HHML has to decide the persons, who would create PDI Notification, Warranty Notification and Returns Order.
7. Description of Improvements 1) In case of Customer Complaints, all persons concerned can access the information from the Service Notification and take necessary action.
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2) Escalation is possible as and when a notification task is not completed within the time frame by means of SAP mail. 3) Paper movement is avoided as all the information can be captured and examined.
8. Description of Functional Deficits Warranty tracking for Chassis and Engine separately is not possible as per SAP standard setting. 9. Approaches to covering Functional Deficits This would be tried suing the user exit, if any, programming and linking the master warranty and additional field. Alternately, We will have Engine as sub-equipment for the main equipment (Frame or Motorcycle). The notification would be made for Motorcycle if the part is that of frame and for the Engine if the part is that of Engine.
1.3.1.1. Questions:
Service Notification Creation and Processing
Q: 1) How is a customer call processed in your company? Please describe in detail the different process steps. A: PDI Report: For every consignment of motorcycle, a PDI (Pre delivery Inspection) report is made by the dealer. List of motorcycles with the fault and the action taken to rectify and component replaced, if any are made, for the PDI. The ZO consolidates all the PDI and make monthly report. Customer Complaint: Customer complaints are registered at HO after receipt of the complaint by means of letter / fax directly or through any department / director. Customer and the Service Engineer are intimated accordingly. Service engineer fixes appointment with the customer to meet at the dealers' workplace. Complaint is sorted out after necessary decision by the service engineer. If any part is replaced as goodwill warranty. same is sent to the factory for settlement. Warranty Complaint. Dealers attend to the Complaints during warranty and replace the components free of cost. If component is not available, it is ordered specially on top priority. The defective component is sent to the factory for inspection along with MTR. If the defect is found to be a manufacturing defect, dealer is given credit note. Else a rejection advice is sent to the dealer. Q: 3) What information do you require to process the call further (for example, service contract number, service history of equipment)? A: Serial number (Chassis Number), the engine number, the dealer who render serviced and the kilometer run of the Motorcycle. Q: 4) Do you have customers located outside the time zone of your service center?
A: No
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Q: 5) Do you want to be able to process related notification and order data collectively in a single form? A: Yes. Q: 6) Do you want information about the reference object displayed automatically when a notification is created? If yes, what information? A: Yes. Object information is required to appear automatically during customer complaint. Q: 7) How do you identify the technical objects, for which the customer requires the service (for example, serial number, address)? A: Motorcycle chassis number and Engine Number. Q: 8) How do you prioritize identified work?
A: Very important Important Less important Unimportant Q: 9) Select the business partners (internal and/or external) whose address information you will require to create the notification. Add other business partners to the list, if necessary. A: [X] Owner of technical object [ ] Operator of technical object [ ] Customer department receiving the invoice [ ] Payer of invoice [ ] Contact person (customer) [ ] Person responsible in your enterprise organization [ ] Department responsible in your enterprise organization [X] Other Q: 10) How do you describe a customer problem? Do you enter a verbal problem description or do you use standardized codes, for example, to determine the damage, cause of damage, or object parts? A: Code Numbers Q: 11) Do you want to link digitalized documents to notifications?
A: No Q: 12) Do you allow your customers to enter their service requests directly in your system using the Internet? A: No
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Q: 14) Do you have standard tasks that you always perform for different types of customer calls? If yes, describe them in detail. A: Yes. As per SAP Standard
Q: 15) Are you restricted to a certain period of time, in which these tasks should be executed? A: Yes
Q: 16) Do the service contracts that you have with your customers include agreements on specific tasks with defined response time that you have to adhere to? If yes, describe them. A: No Service contract. Q: 17) Do you assign a responsible person to each task?
A: Yes Q: 18) Should the person responsible for a task be informed automatically by the system?
A: Yes Q: 19) Do you want to set up an escalation workflow for notifications and tasks?
A: Yes. Superior person should be intimated if the task is not completed in the specified time. Q: 20) Do you record the performed activities that solved the customer problem in a standardized way (that is, using standardized codes) in order to evaluate possible solutions for a problem? A: Yes
Q:
21) Do you want to use paging in your company as an additional form of communication?
A: No. Q: 22) How many notifications are made in a period?
A: Customer complaints: 100 per month Warranty Repairs: 8000 per month PDI reports 2000 per month 1.3.1.2. Questions: Entry of Technical Findings
34
Q: 1) Do you record technical information (for example, which part of the equipment was broken, damage, and cause of damage) about a customer problem in order to create a service history or to enable further evaluations? A: Yes Q: 2) Which technical data should be recorded and who is responsible?
A: In case of Customer complaint, Service Engineer record his findings and the progress of the complaint. Text of complaint, its cause and action taken are recorded. Q: 3) When do you document technical findings?
A: Completion confirmation. Q: 4) Do you want to have a coding system, which allows standardized entry of technical information? If yes, list the different categories (for example, damage), for which you want to have codes. A: Yes, Codes for Damages, Causes, and Activities. 1.3.1.3. Questions: Q: 1) Do your debit and credit notes (memos) need to go through an approval process? If so, describe it. A: For Warranty Claims, a credit note is created for all the components, which are replaced by the dealer. Approval process is by Service department. In case of Free Service coupons, credit note is raised on the dealer, which is checked by the finance department. Q: 2) Are credit/debit notes linked to previous documents (for example, orders, invoices)? Debit Memo Request Processing
A: No
1.3.2.
Goods Movements
Goods Issue Processing
1) What triggers a goods issue?
A: There is no Goods issue triggered from Service neither notification nor sales order as all the components are issued from Dealers' stock, or dispatched to dealers and then to the customers. Q: 2) Who approves the goods issue? (You could use workflow to handle this process.)
A: Not applicable.
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1.4.
1.4.1.
Repairs Processing in Service Center (Inhouse)

Repair Order
Service Quotation Processing 1.4.1.1.
Questions: Q: 1) Describe your quotation process in detail.
A: Not applicable. 1.4.1.2. Questions: Q: 1) Does your organization have specialists who only process specific types of customer orders (for example government, international, OEM, reseller) or products (for example, specific product lines)? A: No repair order is made by HHML. The dealers process the repairs of Motorcycle. Q: 3) What information do you capture on a sales order? List your current sales order types (including returns and credit/debit memo requests). A: Repair Order Processing
Q: A:
18) Do you receive goods directly from your vendor to fulfill your customer orders?
Q: A:
21) Do you use serial materials? Describe in detail.
1.4.2.
1.4.2.1. Questions:
Service Order
Service Order Creation and Processing
Q: 1) What different types of service do you provide (for example, preventive maintenance, repair, and installation)? List the service types and outline the differences in planning and execution. A: Customers are serviced through the dealers. Various services offered are: 1) Free service - Model-wise Nature of Service - wise pricing. 2) Training Program for Dealer Staff: Only Planning of capacity. 3) Mobile Service Workshop. 4) Safety Program.
36
Q:
2) How often do you visit the customer for the different service types per month/year?
A: Training program for Dealer Staff / Mechanics: Planned on yearly basis. Mobile Service Workshop: Planned by the Zonal office periodically. Q: 3) Do you want to be able to process related notification and order data collectively in a single form? A: No. Q: 4) Mark in the following list whether services are performed by internal service technicians and/or sub-contractors. A: [X] Services only by own technicians [X] Services only by sub-contractors [ ] Internal and external processing of services Q: 5) When do you plan your service order; what information do you require from the system with regard to labor resources (for example, availability of service technician, number of people, duration of work)? A: Service orders are made for planning and Tracking. Q: 7) Do you want to define skills and/or qualifications for order operations?
A: Yes Q: 8) Do you ever have more than one service technician working on the same service?
A: Yes Q: 9) Do you want to assign individual operations to particular people?
A: Yes. Q: 10) For which operation types do you want to represent the operation description using service specifications? A: [ ] For internal operations [ ] For externally assigned operations [ ] For both types of operations [X] For no operations Q: 11) Do you provide the service technicians who perform a service with a list of individual activities (task list)? A: Yes. Q: 12) Do you use pre-defined task lists in order planning? 37
A: Yes Q: 17) Do you want to generate purchase requisitions and reservations when the order is created? A: Yes Q: 22) How do you want to prioritize work?
A: Very Important Important Less Important Unimportant Q: 23) At which level do you schedule work (for example, for a shift, crew, skill, qualification, or an individual person and so on)? A: Individual Q: 25) Do you want to use paging in your company as an additional form of communication?
A: No. Q: 26) Do you sell service products for a fixed price?
A: Yes Q: 27) Do you want to use the service order as the basis for creating quotations for your customers? A: No. CI template: 1. Requirements/Expectations Free service Coupons: 1) To track Free service Coupons, Motorcycle-wise. 2) To be able to find out the cost of FSC model-wise, Service-wise. 3) To be able to generate Credit Memo Training of Dealers / Mechanics. 1) To plan training in the system 2) To track cost involved in the training. Mobile service Workshop
38
1) To plan Service Workshop in the system 2) To find the utilization of the Mobile workshop 3) To track the cost of Mobile Workshop. 4) To generate Debit Note to the Dealer. 2. General Explanations As per document Attachments: sapmsw.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS011-
SS011-sapmsw.doc
Attachments: SM\Service\SS005-servicetraining2.doc]
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS006-sevicetraining1.doc, \\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS007-service_training3.doc] 3. Explanations of Functions and Events Free Service Coupons: 1) The checking and Motorcycle-wise table update will be done as per the Business process / Customer Service / Free service Coupons 2) Service Order (Free Service Coupon) will be created in the system for the functional Location of the Dealer. 3) Operations will be entered in the Service Order, (Model-wise, Nature of service-wise). The activity type will be unique for each model - nature of service. 4) Number of services to be settled will be entered in the column of work. 5) Settlement of the Service order will be made on the Service Cost Center. 6) The activity price for each model, nature of service, will be defined for the period. This would be the cost to the cost center (Services). 7) These service Order will not be subject to scheduling as these are already carried out by the dealers. Training for Dealers / Mechanics: 1) Service Order (Training) will be created for the Functional Location Area Office for each training being planned by HHML. 2) Start date & time and End date & time can be entered in the Service order.
SS005-servicetrainin g2.doc
39
3) Training agenda can be the operation and the trainer would be the Work Center. 4) Time taken by each work center would be entered against each operation. 5) Separate activity would be defined for the training for which, separate cost would be defined. 6) These orders can be scheduled and costed in the system. Mobile Service Workshop: 1) Service Order (Mobile Service) will be created for the Dealer Functional Location for each Service workshop being planned by HHML. 2) Start date & time and End date & time can be entered in the Service order. 3) These orders can be scheduled and costed in the system. 4) The Service Order is released. 5) After the MSW completes the Service for a particular Dealer, the respective Service Order is completed. 6) The average cost incurred on the MSW can fed as the Activity cost for MSW and can be seen as the planned cost. Based on the number of days confirmed, actual cost can be seen. 7) If required, Debit Notes can be raised on the dealer for the cost involved. Price at which the dealer is charged per day can be maintained as separate pricing condition.
5. Special Organizational Considerations Planning of the training at Training Center and Mobile Service Workshop will have to be done in the system by the Training in-charge / Area / Zonal Service Personnel. 7. Description of Improvements Cost for the training and Mobile service workshop can be tracked in the system. 8. Description of Functional Deficits History of the Dealer mechanics and their Qualification and the training records will not be in the system. This may be possible if HR Module comes live.
9. Approaches to covering Functional Deficits Not in the scope of first phase. 1.4.2.2. Questions: Q: 1) How do you decide that a service is ready to be performed? If necessary, differentiate by service type. Is this decision a separate process step, and who makes the decision? Service Order Release
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A: Auto-release is desired. 1.4.2.3. Questions: Q: 2) How is material withdrawn for the order? Service Order Execution
A: No material is withdrawn for the order
1.4.3.
Questions: Q:
Completion Confirmation
2) Who confirms orders in your company?
A: Service Engineers.
Q:
9) Do you also want to enter measurement readings with the completion confirmation?
A: Not relevant for Functional Location Service Orders. Q: 10) Do you use the integration with the HR module?
A: No Q: 11) Do you create completion confirmations centrally, or does each employee enter their own times themselves? A: PDI, Customer Complaint can be at Engineer level. Free service Coupons: Centrally (HO) Service Workshops and MSW - by respective Employee.
CI template: 1. Requirements/Expectations 1) To confirm the number of free service coupons in the system 2) To confirm the number of hours spent in the training 3) To confirm the number of hours of service rendered by Mobile Workshop.
2. General Explanations As per Documents attached.
Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS005servicetraining2.doc]
41
Attachments: SM\Service\SS007-service_training3.doc]
SS005-servicetrainin g2.doc
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-
SS007-service_traini ng3.doc
[\\Sap_trn1\c\Hero Honda\AS IS
Processes\SD-SM\Service\SS006-sevicetraining1.doc]
SS006-sevicetraining 1.doc
3. Explanations of Functions and Events For all the service orders actual FSC or the number of hours spent would be confirmed in the system. 5. Special Organizational Considerations Concerned Service Engineer should confirm the activity in the system. 7. Description of Improvements MSW 's schedule can be seen by all concerned and its Capacity Utilization can be tracked from the Work Center Loading Chart. 9. Approaches to covering Functional Deficits Nothing apparent at this stage 1.4.3.1. Questions: Q: 1) Do you enter the absolute duration or period of time (from...to)? Individual Time Confirmation
A: Yes
Q: 2) Do you differentiate the times entered according to other activity types (for example, to distinguish between normal work hours and overtime)? A: No Q: 3) Is the confirmation of your services person-based?
A: Yes
Q:
4) In what unit and with what accuracy do you want to enter services? 42
A: Hours and Days. 1.4.3.2. Questions: Q: 1) Do you measure and record the current condition of your equipment in the system (for example, temperature, pressure, operating time)? Describe the different measuring points and counters that you require for the different pieces of equipment. A: Yes. Odometer Reading is recorded at the time of service. Measurement Document Processing
1.4.4.
CI template:
Settlement and Completion
1. Requirements/Expectations To settle the Service order costs on appropriate Cost Centers.
3. Explanations of Functions and Events 1) Settlement object comes by default in the service order for Service Coupons, Training and Mobile Service Workshop. 2) If required the Settlement object can be changed. 3) The service order should be settled at each finance period. Finally the Service Order is completed. This will prevent any further transaction for the service Order.
7. Description of Improvements Automatic posting of cost on appropriate cost center. 8. Description of Functional Deficits Nothing Apparent at this stage. 1.4.4.1. Questions: Q: 1) Who decides whether the work is technically completed and when? Technical Order Completion
A: FI Department decides as and when policies change.. 1.4.4.2. Questions: Q: 1) Who settles orders in your company and when? Order Settlement
A: Finance Department will settle the service Order at regular Interval.
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Q: 5) Do you analyze the profitability of single service contracts, including all related service costs and service revenues? A: No Q: 6) Do you intend to have service profitability analysis or profit center analysis within your company? A: No
1.4.5.
CI template:
Billing
1. Requirements/Expectations Free Service Coupons: To raise Credit note to the Dealers for the reimbursement of the Free Service Coupons. To find out the cost of model-wise, service-wise costs. for a period and dealers. Warranty Settlement: To raise credit note for the spare part replaced by the dealer To find out warranty cost, model-wise for a period.
2. General Explanations Attachments: sapFSC.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS002-
SS002-sapFSC.doc
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS004A-sapwaranty.doc]
SS004A-sapwaranty. doc
3. Explanations of Functions and Events Free service Coupons Reimbursement: 1) Credit Memo request would be created in the system with reference to Service Order once the Service Order entries (operations) are confirmed. 2) Once in a month, Credit memo would be created with reference to all Credit memo requests. 3) Release to accounts would credit the dealers' account and debit the respective Revenue Account. Warranty Settlement: On receipt of the rejected components in stores from the dealer, they are inspected and decided by Service inspector if the Credit Note is to be given to the Dealer. If the Credit Note is to be Given, the Billing block in the Return order is removed by the Service HOD. Once in a month, Credit memo is made for all the Retuned parts, which are approved by the Service Department. Collective billing is done Whenever there is a mistake in the Credit memo, a debit memo can be raised with reference to a credit memo.
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8. Description of Functional Deficits Nothing apparent at this stage. 1.4.5.1. Questions: Q: 1) Do your debit and credit notes (memos) need to go through an approval process? If so, describe it. A: Yes Credit Memo Request Processing
Q:
2) Are credit/debit notes linked to previous documents (for example, orders, invoices)?
A: No 1.4.5.2. Questions: Q: 1) Which department is responsible for billing the customer (for example, service department, accounting department)? A: Service Department for creating the Billing Request and Accounts / Service department for printing the Credit notes. Q: 2) Do you already carry out resource-related billing? Do you use transaction VA90 in the process? A: Yes. In case of Free service coupons, Resource Related Billing is used for the Credit memo Requests. Q: 3) Do you bill your services at different percentage rates (for example, service hours at 100%, material at 50%)? A: No. Materials are not billed in HHML situation. Q: 6) When do you create the invoices for the customer (for example, at the end of each period, or on specific dates defined by the customer)? A: Generally bills are raised once in a month for Free service Coupons. Q: 8) Is the invoice checked before being sent to the customer? Billing Request Processing
A: Yes
45
Q:
10) Which sales documents do you want to generated in resource-related billing?
A: [ ] Debit-Memo Request Only [X] Debit and Credit Memo Request 1.4.5.3. Questions: Q: 1) Do you centralize or decentralize your settlement processing? Fixed Price Billing
A: Yes. This is centralized.. Q: 2) Are billing documents created individually (one billing document per sales order or delivery) or collectively (one or more billing document for several orders or deliveries)? A: Collective billing. Credit note will be generated with reference to individual dealers' document. Q: 3) Which documents are your billing documents based on (e.g. order, delivery)? Please describe in detail. A: In case of Customer service, this will be order related billing.. Q: 6) Do customers have a predefined time when they receive invoices (billing schedules)?
A: At the end of the month. Q: 8) What type of billing documents are created (e.g. invoice, pro forma invoice, credit notes, debit notes, export invoice)? A: Credit note and Debit notes- for customer service. Q: 13) How are prices copied from sales documents to billing documents?
A: [ ] Copy manual changes, redetermine the rest [ ] Copy prices, redetermine freight [X] Redetermine taxes only [ ] Redetermine all prices including taxes, freight [ ] Others Q: 14) In what cases can quantity differences occur between sales documents and billing documents? (for example, price changes, currency fluctuations, taxes, inflationary adjustments)? A:
Q:
15) What are the reasons you would ever block a delivery from creating an invoice?
A: Amount check.
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Q: 16) What types of text are required in your billing documents? Are they required on output? A: LR Number and date Q: 19) When do you want to post accounting for your sales invoices (e.g. immediately, after review)? A: Immediate. Q: 20) Which information is required for the accounting document (for example, reference number)? A: [X] Purchase order no. [ ] Order number [ ] Delivery number [ ] External delivery number [ ] Current invoice number [X] Others Q: 21) What kind of payments do you receive from the customer?
A: [ ] Cash [ ] Credit Card [X] Check [ ] Down payment [ ] Electronic Funds Transfer (EFT) [ ] Others Q: 32) Do you post actual revenues, discounts, or allowances to your project? (If yes, consider the accounts and the implications for value categories in project reporting.) A:
1.5.
Free Service Coupons
Questions: Q: 1) Does your Company extend service (Free after-sales service) to the end users directly?
A: No.
Q: 2) Does your company hire the services of external agents for rendering the free aftersales service? If yes, how are the settled? A: HHML provide after-sales service to the customers (Owner of Motorcycles) through Authorised Service Centers managed by the Dealers. Every month each Dealer sends the Free Service Coupons collected from the customers after providing the free service. A summary statement, which gives the details of the Registration
47
number, Engine number, Chassis number mileage and the nature of service (First Service / Sec. Service / etc.) accompanies the bunch of free service coupons. These Coupons are checked, counted and verified with the summary statement. Totals are made on the basis of Model and nature of service. The free service coupons are destroyed after verification. Credit note is created dealer-wise in the legacy system. Service Department checks the list and generate the Credit notes. The credit note summary is sent to accounts department for updating the Dealer account. It is then printed and sent to the dealer.
Q:
3) How does the Dealers send the free service coupons for redemption / reimbursement?
A: The free service coupons are collected by the dealers and sent to HO every month along with the summary statement. HHML process these coupons in the respective factory for settlement. Q: 4) Who checks the free service coupons before forwarding the same to finance department for settlement? A: Service Department personnel checks the free-service coupons in the respective factories before making credit memo in the system. Q: 5) How many service materials have to be maintained for Free Service Coupon Settlement? List them. A: CD-100 CD-100 SLEEK CD-100 SPLENDOR STREET CBZ - 3 Free Services - 3 Free Services - 3 Free Services - 6 Free Services - 6 Free Services - 6 Free Services
Detailed Service Products are listed as per document C:/HHML/ Ser Products. Metro and Nonmetros have different rates for reimbursement. Q: 6) Who will input / decide the price of the Service Material? Does this price have Validity Period? A: This is decided by the Service HOD & Service V.P. (M&S). It is effective from a particular date until next revision. Q: 7) If Validity period has to be specified, what it would be ( for default value during creation of Pricing Conditions? A: Validity of the prices up to next revision, as and when the change takes place. Q: 8) Do you want to allow manual corrections in the price of Service Materials during Credit / Debit Memo Request Creation? A: No.
48
Q:
9) When is Credit Memo / Debit Memo created and who creates the same?
A: Credit Memo is created by Service personnel after verifying and counting the free service coupons. Q: 10) Do you combine / split Various Credit / Debit Memo Request into a single /multiple Credit / Debit memo? A: . Q: 11) Does your Company prefer to keep record of Equipment-wise Free Service Record and Dealer who serviced? A: Yes. Q: 12) How would these entries be made in the system? (Manually or Electronically)
A: Entries of free service coupons should be done electronically. CI template: 1. Requirements/Expectations To reimburse the Free service coupon to the Dealers. To keep track of motorcycle-wise service provided with details of KM Reading, Servicing Dealer, etc. To keep track Dealer-wise free services rendered. 2. General Explanations Attachments: sapFSC.doc] [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS002-
SS002-sapFSC.doc
3. Explanations of Functions and Events Dealers will send all the free service coupons as following: Factory-wise, Model-wise, Nature of Service-wise Coupons bunched together. A hard-copy of the list of the above with Engine Number, Frame Number, Kilometer Reading, date of service. A Soft Copy of the above list in the required format. Counting and checking will be done as presently. Service Order would be created in the system as per Business Process / Customer Service / Repairs at Service Centers. and executed.
8. Description of Functional Deficits HHML plans to make 1 million motorcycle every year. Each motorcycle undergoes 3 services (minimum) and 6 Services (Maximum).
49
These means approximately 4 million services done by the dealer have to be captured. Standard way for this would be Service Notification. This would be too voluminous and load on the system because; service orders have to be created for each notification, as FSC reimbursement has to be made.
9. Approaches to covering Functional Deficits A set of "Z Table", "Z Transaction" and BDCs have to be made which will carry out all the update motorcycle-wise, service-wise Free Services. Details would be as following: Dealer will give soft copy for the free service coupons in the format as per Xcel file "FSC002". ZFSC will be run using the above transaction. The above transaction will be saved. A number will be generated. This transaction will be called and checked for tally of actual coupon received. After checking, this transaction will be activated, during which appropriate "Z Table" (ZFSC) will be updated as per the Xcel File FSC001. Based on the above transaction summation of Model-wise, nature of service-wise will be available for each dealer. Service Order will be created in the system for the above.
Attachments:
[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\FCS001.xls]
FCS001.xls
1.6.
Other Processes - 1
Questions: Q: 1) What are the other processes, which are covered in Customer Service Management?
A: 1) Dealer service Review. 2) Service Plus Monitoring. 3) Pre-paid reply card. 4) Service Excellence Awards. 5) Safety Programs. 6) Mega service Camp CI template: 1. Requirements/Expectations To do the following process in the system: 1) Dealer service Review. 2) Service Plus Monitoring. 3) Pre-paid reply card. 4) Service Excellence Awards. 5) Safety Programs. 6) Mega Service Camp.
50
2. General Explanations 1) Dealer service Review. - As per the hard copy received 2) Service Plus Monitoring. - As per the "As-Is process - SS010" 3) Pre-paid reply card.- Not covered in the "As-is process". 4) Service Excellence Awards.- Not covered in " As-is process". 5) Safety Programs.- Not covered in "As-is process". 6) Service Mega Camp. - Not covered in "As-is process".
Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS010sapprepaidcard.doc]
SS010-sapprepaidcar d.doc
3. Explanations of Functions and Events Not covered in SAP Processes 5. Special Organizational Considerations HHML to take decision, if these processes have to be addresses through SAP. This requires Development. Consequences and Post-live support has to be by HHML - IT team. 8. Description of Functional Deficits No standard SAP transaction is available to capture these transactions. 9. Approaches to covering Functional Deficits Complex "Z Programs" may have to be written, as part of the development, if these transactions are to be captured. HHML steering committee has to confirm if the same has to be developed. As-is process for these processes has to be documented for the same.
1.7.
Other Processes - 2
Questions: Q: 1) What are the other processes related to Service Department, which would be covered outside Service management? A: Other processes which would be handled are as following: 1) Service Publications: 2) Service Capacity Enhancement: 3) Service MIS: CI template: 1. Requirements/Expectations To cover the following processes as per "As-is Process"
51
1) Service Publications: 2) Service Capacity Enhancement: 3) Service MIS: 2. General Explanations As covered in "As-is process
Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Service\SS009sapservicemis.doc]
SS009-sapservicemis .doc
[\\Sap_trn1\c\Hero Honda\AS IS
Processes\SD-SM\Service\SS008service_publication1.doc]
SS008service_public ation1.doc
3. Explanations of Functions and Events 1) Service Publications: Through indents to purchase department for printing of Service booklets. Through MM module purchase cycle and cost booked to Service cost centre. 2) Service Capacity Enhancement: To be worked out outside the system. 3) Service MIS: Required service reports would be generated through Standard SMIS, Queries and tailor made reports. Wherever dealer management software reports are available, the same would be utilised.
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AcceleratedSAP - Business Blueprint

ASAP Business Blueprint

Sign Off Date

File location: [\\Sap_trn1\c\Asap\Shared\Hero_Honda\QAdb\Reports\Blueprint_AllSM10.doc]

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

The Service personnel require training of these functions.

Questions: Q: 1) How is sales structured (social organization of employees)?

A: All area offices will be Sales offices.

Questions: Q: 1) How many sales groups do you handle? 5

AcceleratedSAP - Business Blueprint

Service Planning Plant

Questions: Q: 1) How service will be planned in your company?

Service Planner Group

Questions: Q: 1) How service will be organized?

AcceleratedSAP - Business Blueprint

Technical Objects (Structuring of Technical Systems)

AcceleratedSAP - Business Blueprint

6) At what level(s) of the hierarchy should data be entered?

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

AcceleratedSAP - Business Blueprint

Equipment Bill of Material

1) Do you have structures for special sub-items? 13

AcceleratedSAP - Business Blueprint

A: No Q: 11) Do you use variant configuration?

AcceleratedSAP - Business Blueprint

4. Special Organizational Considerations Nothing Specific

Reference Functional Location

1) What are define as Measuring Point for the customer Equipment?

AcceleratedSAP - Business Blueprint

Maintenance Plans and Service Agreements

AcceleratedSAP - Business Blueprint

1) Do you track warranties? If yes, are you a guarantor, a warrantee, or both?

A: Customer Warranty Vendor Warranty Q: 2) Which materials contain warranty agreements?

6 Months or 75006 Months or 7500 12 Months or20000 6 Months or 7500

AcceleratedSAP - Business Blueprint

Additional Master Data

AcceleratedSAP - Business Blueprint

7. Description of Functional Deficits None apparent at this stage.

AcceleratedSAP - Business Blueprint

7. Description of Functional Deficits Nothing apparent at this stage.

Call Center Processing

Spare Parts Delivery Processing

Attachments: [\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Spare Parts\SD001ORDER REGISTRATION.doc]

[\\Sap_trn1\c\Hero Honda\AS IS Processes\SD-SM\Spare Parts\SP017-SPARE PARTS WARRANTY.doc]

SD001- ORDER REGISTRATION.doc

AcceleratedSAP - Business Blueprint

SP017-SPARE PARTS WARRANTY.doc

Spare Parts Order

AcceleratedSAP - Business Blueprint

17) Do you send order confirmations? If yes, how?

A: Yes, in some cases.

AcceleratedSAP - Business Blueprint

21) Do you use serial materials? Describe in detail.

A: Yes Q: 34) What triggers creation of a sales order?

A: Po from a dealer. Q: 36) Is the customer supplied with an order confirmation?

A: No Q: 38) Which types of order do you use? 23

AcceleratedSAP - Business Blueprint

A: Yes Q: 45) Do you need to track your warranties?