Yes

Communicate to

Customer reg.

Action Plan

Receipt of Job Completion

Certificate

Finance to create billing

Billing Type : ZVAT / ZBOS

T-code : VF01

Enter the Repair operation details

with time

Confirm the Actual Man

Hours & Material Cost

T-Code : IW41

TECO (Technical Completion )

T-Code : IW32

No

Repair

at site

No In-house repair

Yes Yes

Yes No Field Repair

Create Customer

Notification

T-Code : IW51

Notification type : S1

Create repair order

in Customer Notification

Order type : ZRAS

Service Item : Service Cost

T-Code : IW52

Create Excise Invoice T-Code : J1IIN

In change OBD, enter val. type,

storage location, Sr Number of the

eqpt., complete the PGI.

T-Code : VL02N

Repair the Equipment

At Site and Maint.

Settlement rule in Service Order

T-Code : IW32 In-house repair

In change Outbound delivery, Enter Storage

location : CRSL, assign Eqpt. Sr No &

Complete the PGR ( post goods receipt )

To bring equipment BEL premises for repair.

Delivery Type : VL02N

In change Repair Order, note down the

Inspection Lot for the Equipment

T-Code : VA02

Give UD ( Usage Decision ) against inspection

lot, put the equipment under repair stock to

carry out repair activity.

T-Code : QA02

In change SM Order, Set User Status, Enter the

Repair Operation details with estimated time

and if any parts reqd. for repair to carry out the

repair activity of Equipment , Release Order.

T-Code : IW32

In change SM Order, if the repair to be carried

by external supplier, create PR, print the

material slip to draw the material. Maintain the

settlement rule, estimate the cost of repair.

Note Down Material reservation Number.

T-Code : IW32

Confirm the Actual Man

Hours & Material Cost

T-Code : IW41

Repair the Equipment

At Site and Maint. Settlement rule

in Service Order T-Code : IW32

Prepare Estimate & Create

Quotation

T-Code : DP80

Reserve the material against Repair Order and

Issue the material. T-Code : MIGO

TECO (Technical Completion ) T-Code : IW32

In change Repair Order, Maintain reqd. fields

Create Return Delivery to receive the Eqpt.

Delivery Type : ZRAS

T-Code : VA02

Confirm the Actual Man Hours & Material Cost

T-Code : IW41

TECO (Technical Completion )

T-Code : IW32

Create Pro-forma Invoice for PGI.

Invoice Type : ZJEX T-Code :VF01N

In change Repair Order, check for delivery line

item and maintain PR00, Create Delivery to

dispatch the Eqpt.

Delivery Type : ZDLF, T-Code : VA02

Advice Finance for billing

T-Code : DP80

In change Repair Order, create Service

Maintenance Order ( SM Order ) to carry out

the repair activity of equipment ,

Order Type : SM02

T-Code : VA02

Create Service Order in

Customer Notification,

Order Type : SM02, Set User

Status & Release Order

T-Code : IW52

Final Order Settlement to settles the

cost incurred against SM order

T-code : KO88

Transfer Posting of Equipment from Block

stock to CRSL unrestricted stock Repair Order

and Issue the material. T-Code : MIGO

CUSTOMER SERVICE PROCESS FLOW CHART

Repair

at site

Create Service Order in Customer

Notification, Order Type : SM02, Set

User Status & Release Order

T-Code : IW52, IW32

Final Order Settlement to settles the

cost incurred against SM order

T-code : KO88

Is Eqpt.

under

Send

Quotation to

Customer

Receipt of

Eqt & Order

Register

Complaint

Intimate

excise Dept

& Insurance

Check

response

time

OK

CA/PA

NOT

OK