Scenario/Processes Service and Repair Scenario

Transcript:Scenario/Processes Service and Repair Scenario:
Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Scenario Explorer Open Legend Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant Warehouse Manager Warehouse Operator The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance objectives, and designate milestones and operating hours. Outsourcing, to offer and sell third-party services, whether you outsource your field service organization partially or completely. Service and Repair incorporates business functions from related areas that directly support service delivery, such as from Supply Chain Management for spare part logistics, warehousing, and inventory; and from Cash Flow Management for processing due items and payments. Processing Receivables and Payments Initiating Outbound Delivery Processing Outbound Delivery Processing Receivables and Payments Processing Inbound Delivery Processing Inbound Delivery Notification Goods Movement Request- to-Resolve Procure-to- Pay (Services) Expense Reimburse- ment Dispatching and Scheduling Orders Creating Customer Invoices Business Value Scenario Flow Further Information Scenario/Processes Service and Repair Scenario Overview Handling an Incoming Customer Inquiry Executing Services Creating and Planning Service Orders Creating Down Payment Request - Customer Confirming Service Execution Scenario Explorer Sales/Customer Service Representative Scenario Description The following business roles are involved in this scenario: Service Planner/ Dispatcher Service Performer Accounts Receivables Accountant The Service and Repair Scenario business scenario enables your service department to provide repair and maintenance to your customers on-site, at your own service center, or at the service center of a supplier. It provides functions to handle service requests, plan service orders and related activities, and fulfill, confirm, and invoice services. There are also enhanced functions for: Customer warranties, to bring transparency to your warranty business, to allow you to meet any legal requirements, and provide information on warranty-related cost and profit. Service levels, to define reaction times, specify and measure performance