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SAP CS Subcontracting with automated pricing

Nov 03, 2017 at 11:39 AM

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Dear CS experts,

at the moment we are discussing to redesign our SAP CS solution in order to be prepared for the upcoming changes (S/4 HANA, SAP Fiori etc.).

That means, replace Z-programs with standard functionality wherever possible.

We as OEM do not have own field technicians, but we are subcontracting all services (installation, maintenance, breakdowns) to worldwide certified service partners.

Most of our subcontractors are confirming all efforts to us after they performed thevisit at the endcustomer’s site.

In the future, this will change, so that we will also dispatch our partners.

That means, the main process is the crediting of all performed services to our service partners considering a very complex and country specific automatic pricing derivation (nowadays based on notification and sales order credit note).

In the future, in addition to that the dispatching of the partners upfront.

Now my question:

How would you implement this process?

Of course, first of all, I thought about service orders. But is this really the right path? If yes, how can I handle the confirmation of partners (trip, hours, parts) and the automated pricing?

Notification – CS Order – Subcontracting Operation – Purchase Requisition – Purchase Order – Invoice Receipt? Pricing?! Alternatives? DPP?

I would appreciate any hints.

Best Regards,

Philipp

German Translation:

Hallo CS Experten,

wir stehen momentan vor der Entscheidung den SAP Customer Service auf neue Beine zu stellen, um bereit für die Zukunft zu sein (S/4 HANA, SAP Fiori, Salesforce Service Cloud Integration etc.).

Wir haben keine eigenen Techniker, sondern vergeben alle Services (Installation, Wartung, Entstörung) an unsere weltweiten Servicepartner.

Momentan melden die meisten Dienstleister erst nach erfolgtem Service innerhalb der Herstellergarantie ihre Aufwände und rechnen diese mit uns als Hersteller ab.

Allerdings wird sich das in Zukunft ändern, sodass wir immer öfter auch als "Dispatcher" auftreten und die Partner fallspezifisch beauftragen werden.

Sprich, Hauptprozess ist die Abrechnung von erbrachten Leistungen innerhalb der Garantie mit sehr komplexer länderspezifischen Preisfindung basierend auf CS-Meldung und einer SD Gutschrift (momentan keine Rechnung).

Künftig, inkl. vorgelagerter Beauftragung der Servicedienstleister.

Jetzt meine Frage: Wie würdet Ihr diesen Prozess aufsetzen?

Mein erster Gedanke war natürlich, das künftig über Serviceaufträge abzuwickeln.

Aber lohnt sich das überhaupt? Wenn ja, wie kann man denn diese Fremderfassung der erbrachten Leistungen (Anfahrten, Zeiten, Serviceteile) am besten im SAP abbilden?

Meldung - Serviceauftrag - Fremdvergabe (verlängerte Werkbank) - BANF - Bestellung – Rechnungseingang? Preisfindung?! Alternativen? DPP?

Bin dankbar über jeden Tipp.

VG Philipp

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3 Answers

Peter Atkin Nov 03, 2017 at 02:08 PM
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Philipp,

Your subcontractors can records their time/materials via Service Entry Sheets (via ML81N)).

This then books the costs to the service order, and hence to the DMR (via DP90).

PeteA

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Philipp Miller Nov 06, 2017 at 08:57 AM
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Hi Peter,

thanks for your hint! I am quite sure, that those Services Packages fit quite well for our process.

To be honest, I do not really know this SAP CS functionality.

I always dealt with companies having own technicians or using a complete external service process - handled via purchase orders and invoices.

Is there any basic documentation about the funcitonality of using service packages in service orders / task lists and the service entry sheet?

Sap.help comes along quite vacant on that topic.

Questions in my mind, e.g.:

  • How to create a service package (transaction)?
  • How to include it into a task list?
  • Which additional information can be added in the service order?
  • What's the advantage of those Services compared to a Service Component?
  • How does the external service partner enter its confirmation data (ML81N)?

Thanks!!

Best Regards, Philipp

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Peter Atkin Nov 06, 2017 at 12:34 PM
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Philipp,

  • How to create a service package (transaction)? AC02
  • How to include it into a task list? Use operation control key PM03 or SM03
  • Which additional information can be added in the service order? None
  • What's the advantage of those Services compared to a Service Component? Use servic entry sheets (ML81N) instead of goods movments
  • How does the external service partner enter its confirmation data (ML81N)? You either give then restricted access, or build an interface, o manually enter the data

.

From memory, DP90 doesn't handle services very well, so you may need to develop a solution. THis toopic has been covered a few times before, so sarch this forum.

PeteA.

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