Scenario Name SAP Best Practices Baseline (country) or SAP Best by 5H35v3

VIEWS: 1 PAGES: 5

									Service Order Management

SAP Best Practices for CRM




SAP Best Practices
Scenario Overview – 1


      Purpose and Benefits:
        Purpose
               This scenario illustrates the entire customer service process flow in a
                CRM system with billing processed in ERP.

        Benefits
               Reduction of internal costs for order processing
               Managing the entire service order process
               Continuous improvement of product quality by defect tracking, analyzing
                complaint reasons, identifying causes, defining required activities and
                product changes, and monitoring success
               Increased customer satisfaction

        Key process flows covered
               Create quotation
               Convert quotation to service order
               Assign service items to service employees
               Create service confirmation
               Create billing document in ERP
Scenario Overview – 2


        SAP Applications Required:
          Required
               SAP CRM 2007
               SAP ERP 6.0

          Company roles involved in process flows
               Service Employee
               Service Manager
               Service Technician
Process Flow Diagram
Service Order Management
Employee Customer




                                                       Accept
                                                      Quotation
 Service




                                   Send Quotation     Convert                         Send Invoice to
                        Create      to Customer     Quotation to     Create Billing
                       Quotation                                      Document          Customer
                                                    Service Order
Manager
Service




                                                    Assign Service
                                                       Items to
                                                        Service
                                                     Employees
          Technician
Service




                                                    Create Service
                                                     Confirmation
Legend


Symbol                         Description                                                Usage              Symbol                 Description                           Usage Comments
                                                                                          Comments

                               Band: Identifies a user role, such as Accounts             Role band                                 To next / From last Diagram: Leads    Flow chart continues on the next /
                                                                                                                                    to the next / previous page of the    previous page
   <Function>




                               Payable Clerk or Sales Representative. This band           contains tasks
                                                                                                                                    Diagram
                               can also identify an organization unit or group,           common to that               Diagram
                               rather than a specific role.                               role.                       Connection
                               The other process flow symbols in this table go into
                               these rows. You have as many rows as required to
                               cover all of the roles in the scenario.
                                                                                                                                    Hardcopy / Document: Identifies a     Does not correspond to a task
                               External Events: Contains events that start or end the                                               printed document, report, or form     step in a document; instead, it is
                                                                                                                                                                          used to reflect a document
                                                                                                                      Hardcopy /
   External




                               scenario, or influence the course of events in the                                                                                         generated by a task step; this
   to SAP




                               scenario.                                                                              Document                                            shape does not have any outgoing
                                                                                                                                                                          flow lines


                               Flow line (solid): Line indicates the normal sequence      Connects two
                                                                                          tasks in a                                Financial Actuals: Indicates a        Does not correspond to a task
                               of steps and direction of flow in the scenario.            scenario                                  financial posting document            step in a document; instead, it is
                               Flow line (dashed): Line indicates flow to infrequently-   process or a                                                                    used to reflect a document
                               used or conditional tasks in a scenario. Line can          non-step event               Financial                                          generated by a task step; this
                                                                                                                        Actuals                                           shape does not have any outgoing
                               also lead to documents involved in the process flow.                                                                                       flow lines


                               Business Activity / Event: Identifies an action that       Does not
                Business       either leads into or out of the scenario, or an outside    correspond to a                           Budget Planning: Indicates a          Does not correspond to a task
                               Process that happens during the scenario                   task step in the                          budget planning document              step in a document; instead, it is
                Activity /                                                                document
                 Event                                                                                                                                                    used to reflect a document
                                                                                                                        Budget                                            generated by a task step; this
                                                                                                                       Planning                                           shape does not have any outgoing
                                                                                                                                                                          flow lines
                               Unit Process: Identifies a task that is covered in a       Corresponds to
                               step-by-step manner in the scenario                        a task step in
                Unit Process                                                              the document
                                                                                                                                    Manual Process: Covers a task         Does not generally correspond to
                                                                                                                                    that is manually done                 a task step in a document;
                                                                                                                        Manual                                            instead, it is used to reflect a task
                                                                                                                        Proces                                            that is manually performed, such
                               Process Reference: If the scenario references another      Corresponds to                                                                  as unloading a truck in the
                               scenario in total, put the scenario number and name        a task step in                   s                                              warehouse, which affects the
                  Process      here.                                                      the document                                                                    process flow.
                 Reference

                                                                                                                                    Existing Version / Data: This block   Does not generally correspond to
                               Sub-Process Reference: If the scenario references          Corresponds to                            covers data that feeds in from an     a task step in a document;
                               another scenario in part, put the scenario number,         a task step in                Existing    external process                      instead, this shape reflects data
                   Sub-        name, and the step numbers from that scenario here         the document                  Version /                                         coming from an external source;
                  Process                                                                                                 Data                                            this step does not have any
                 Reference                                                                                                                                                incoming flow lines


                               Process Decision: Identifies a decision / branching        Does not
                               point, signifying a choice to be made by the end           usually                                   System Pass / Fail Decision: This     Does not generally correspond to
                  Proces                                                                                                System      block covers an automatic             a task step in the document;
                               user. Lines represent different choices emerging           correspond to a               Pass/F
                     s         from different parts of the diamond.                       task step in the                          decision made by the software         instead it is used to reflect an
                  Decisio                                                                 document;                       ail                                             automatic decision by the system
                    n                                                                     Reflects a                    Decisio                                           that is made after a step has been
                                                                                          choice to be                    n                                               executed.
                                                                                          made after step
                                                                                          execution

								
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