Scenario Overview SAP Best Practices for DBM V1.600

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Scenario Overview SAP Best Practices for DBM V1.600 AG0 – Vehicle Service and Recalls

Overview Scenario – AG0 Vehicle Service and Recalls This scenario is made up of several building blocks containing the preconfiguration required for the Vehicle Service and Recalls scenario. Building blocks can help you to implement the solution and put into production quickly. To illustrate the scenario presented in this overview document, the business view, the interaction view, and the component view, provide three different perspectives on the business scenario. Business View The business view describes the business background of Vehicle Service processing, the goals and objectives of dealers, and the benefits of using this scenario. Interaction View The interaction view shows the business landscape, process flow and explains the detailed steps required to carry out the scenario. Technical View The technical view shows the key function available in the Vehicle Service and Recalls scenario. © SAP AG 2007

Business View © SAP AG 2007

AG0 Vehicle Service and Recalls: Business Background More than two-thirds of automotive customers indicate that service quality and convenience is a determining factor in selecting a brand or purchasing from a specific dealership. Consequently, customer service and service management is of vital relevance to ensure ongoing customer loyalty and retention and ultimately, dealer profitability. Business Goals & Objectives of a Dealer Improving Customer Service, through better service levels Reduce order processing costs Increasing Revenue Shortening the order-to-cash cycle Reducing order processing costs © SAP AG 2007

AG0 Vehicle Service and Recalls: Business Benefits SAP FOR AUTOMOTIVE Customer Utilization of SAP DEALER BUSINESS MANAGEMENT Satisfaction Workshop Personal User Interfaces New Used Service Service Cost Control Warranty Claims Car Car Parts Fulfill- Warranty Sale Sale Sale ment End-to-end Multibrand mySAP ERP process Capability SAP NetWeaver  Easy to use transaction to run an end-to-end service order process Extensive information available to the user: customer & vehicle data, vehicle history, open recal s, warranty claims, jobs, splits, parts availability, and so on  Service Order Scheduling Engine to schedule service order execution related to available resources (service staff, workshop, equipment and other tools, rental car, etc. ) (optional)  Integration of catalogs for parts, labor operations, and defect codes; pre-defined packages can be used; online pricing and parts availability check  Seamless integration of warranty claim creation, split of orders, and internal cost coverage Packages, catalogs and catalog integration for labor operations, parts and defect codes Detailed pricing, and parts availability check plus integrated parts and external services purchasing © SAP AG 2007

Interaction View © SAP AG 2007

SAP DBM: Vehicle Service Fulfillment Service Order Billing • Create, post and print bil ing docs• Integration into accounting, profitability anaylsis, tax decl. Service Order Split Service Order Confirmation • Split service order, items or jobs  warranty/good wil , internal order, CCs • Record spend time/ • Creation of warranty claim working units & • Claim sending, receiving and processing • material consumption • Check return parts • Evalute detailed pricing • Print service order and claim Service Order Processing • Convert quotation or create service order• Check & complete Customer and Vehicle data• Enter service order data, jobs and item details • Check parts availability, credit limit, warranty+ recal s • Evaluate pricing online • Print quotation • Release Order for scheduling and execution Quotation for Service Order • Check + complete customer and vehicle data • Enter service order data, jobs and item details • Check parts availability & credit limit • Warranty+ recal s • Evaluate pricing • Print quotation © SAP AG 2007

AG0 – Vehicle Service and Recalls: Business Ecosystem Customer Dealer 3 12 Communicate Create Service Order Delivery/Request 1 Check Credit Limit/Warranty/Recalls 4 Releasing Service Order OEM Service Order Engine 7 Add work package 9 Splitting Service Order Customer Invoice Service Order: 1000AB12 10 Create Warranty Claim Inspection Item 10 (Eprom) 11 Create Customer Invoice Item 40 Item 20 (Exc. Eprom) Item 50 13 Payment over Cash Desk Item 30 (Rep. Eprom) Noise Issue 14 Profitability Analysis Item 40 50% Item 6050% Item 70 Item 50 Item 60 Shop Floor Item 70 Claim Internal Order Processed 11 Check Vehicle Noise Issue 2 Claim to OEM 50% Item 60 Enter part Items 50% Item 70 Shipping Goods Issue Notification 6 Complete Job & Labor Value Conf. Replace damaged part 8 Complete Service Order © SAP AG 2007

AG0 Vehicle Service and Recalls : Flow Chart End Customer Dealer Importer/OEM SAP CRM Create Vehicle & Assign to Customer Customer Calls for Service Operation and Package Information Create Service Order. Add Recall items and Package items. Check customer Credit Limit (customer and vehicle search) Recall Information Parts Supersession & Availability Check Goods issue of parts Service confirmation Customer complains with problem Add one operation to inspect vehicle Confirm the inspection and add one new item for damaged part Operation and Parts Catalog Technical Completion of Jobs Split Service Order (Job – Noise Issue (50% Goodwill)) Outbound Invoice to Customer Incoming Payment in Cash Desk Customer Pays for the service Create Warranty Claim for Recall items Process Warranty claim (Send claim, create IV version and FI postings) and send decision to dealer Settle Internal Order Check Warranty Claim Status in Service Order Check Vehicle Status © SAP AG 2007

AG0 Vehicle Service and Recalls : Business Map Service Advisor Technician/Parts Business Benefits OEM / Importer Warranty Clerk (Dealer) Employee (Dealer) Business Benefits (Dealer) Vehicle DataManagement Package Maintenance Create Vehicle and Recalls assigned to Assign Customer specific vehicles Changing Vehicle VIN Number and External Number Changing Warranty Data Predefined Packages used Entering Maintenance and Service Interval Entering Registration Data Provide Recall Data Update Recall Data © SAP AG 2007

AG0 Vehicle Service and Recalls : Business Map Service Advisor Technician/Parts Business Benefits Customer Warranty Clerk (Dealer) Employee (Dealer) Business Benefits (Dealer) Vehicle Data Customer comes Vehicle history record Management through VMS action for 20TKM service Create/Update controls Service Order Check Credit Limit Check Warranty Check Recalls Service Package is Flexible process Customer receives read from master data control through DBM info and can be created Add recall items order engine according to OEM standards. Add 20TKM Package Options to select the Parts Availability required parts via supersession &Supersession Complains about “noise” Adds operation Detailing Jobs Saves service order Print work confirmation Signs work confirmation © SAP AG 2007

AG0 Vehicle Service and Recalls : Business Map Service Advisor Technician/Parts Business Benefits Customer Warranty Clerk (Dealer) Employee (Dealer) Business Benefits (Dealer) Vehicle Data Costs of goods issue Management Release order and service confirmation is Vehicle repair booked Confirmation & Goods Issue Additional Part search Stock Overview Confirmation & Goods Issue Technical Completion of Jobs Service order splitting Creates split for for multiple bill-to Goodwill FICO Integration parties Invoice is created and Printed Vehicle pick up © SAP AG 2007

AG0 Vehicle Service and Recalls : Business Map Service Advisor Technician/Parts Warranty Clerk Business Benefits Customer (Dealer) Employee (Dealer) (Dealer) Business Benefits Integration with FICO Payment Cash document Cash Desk processing Warranty claim Create claim Check claim creation and data monitoring can be done within service Forward claim to order. OEM (Reimburser) Receives claim response creates IV version Post to FI Check Claim Vehicle Data Status in Service Management Order Check vehicle data © SAP AG 2007

AG0 Vehicle Service and Recalls: Document Flow DBM Order Internal Order Item 10 GI Reservation Parts (eprom) Material Doc. Item 20 Controlling Doc Items from Recal Service (Exc. Eprom) Item 30 Controlling Doc Service (Rep. Eprom) Item 40 GI Reservation Items from Package Parts Material Doc. Item 50 Controlling Doc Service Item 60 Controlling Doc Service “Noise” Items from Noise Issue Item 70 GI Reservation Parts Material Doc. Split 1 Internal Split 2 (Claim) Order Internal Billing Doc. Accounting Doc. Order Split 3 (Goodwill) Warranty Claim Internal Order © SAP AG 2007

SAP DBM – integration architecture In SAP Dealer Business Management processes are controlled by the VMS Action Controls and the DBM Order Engine VMS Action Control DBM Order Engine DBM Order Vehicle Processing DBM Order DBM Order Items Vehicle + Customer ATP billing goods movements ERP FunctionalApplications © SAP AG 2007

Vehicle History vs. Vehicle Order History DBM Vehicle Order: Sales & Service VMS Action Control DBM Order Engine Vehicle History Purchasing Vehicle Order Sales & Service process History Process © SAP AG 2007

Automotive – Sales & Service Organizations – Solution Map OEMs & Suppliers Procurement Sales & Distribution Service Dealer Network & Customers Sales & Marketing Brand and Customer Management Vehicle Lifecycle Management Channel Management Leasing Vehicle Management Vehicle Planning & Forecasting Order-to-Delivery Service Parts Management Service Parts Planning Service Parts Execution Customer Service Interaction Center Importer Service Operations Warranty Management Fleet Management & Rental Dealer Business Management Customer Management Vehicle Sales and Administration Vehicle Service Parts Management Enterprise Management & Support © SAP AG 2007

Master Data Supersession ● DBM supports the supersession functionality ● Order Supersession takes place automatical y in the background Example, part A must be replaced by part B, this replacement creates a relationship between part A and part B. ● When you create a new parts item, you can choose one of the two materials displayed in a dialog box. Supersession takes place based on the quantity, in other words, the order quantity is used. ● When you create a new parts item, you can choose one or both of the materials displayed in a dialog box. By selecting the appropriate material , the user can adjust the quantity as required. © SAP AG 2007

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