DBM 7 Business Scenario Descriptions

SAP Dealer BusinessManagement: BusinessScenario Descriptions

DBM 7.00

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SAP Dealer Business Management: Business Scenario Descriptions DBM 7.00 2

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SAP Dealer Business Management: Business Scenario Descriptions ....................................6

Vehicle Sales and Administration.......................................................................................7

Processing Customers ...................................................................................................8

Processing Activities.......................................................................................................9

Purchasing New Vehicles............................................................................................. 10

Purchasing Used Vehicles............................................................................................ 13

Creating Vehicle Quotations without Vehicle................................................................. 16

Selling New Vehicles.................................................................................................... 17

Selling Used Vehicles................................................................................................... 18

Splitting Orders ............................................................................................................ 19

Creating Down Payments............................................................................................. 20

Creating Outbound Deliveries....................................................................................... 21

Billing ........................................................................................................................... 22

Processing Complaints................................................................................................. 23

Processing Returns ...................................................................................................... 24

Integration of VMS and DBM ........................................................................................ 25

Vehicle Service................................................................................................................ 28

Processing Customers ................................................................................................. 29

Creating Service Order Quotations ............................................................................... 30

Processing Service Orders ........................................................................................... 31

Processing Internal Service Orders............................................................................... 34

Processing Suborders .................................................................................................. 37

Confirming Services ..................................................................................................... 40

Splitting Orders ............................................................................................................ 41

Billing ........................................................................................................................... 42


Processing Activities..................................................................................................... 44

Processing Complaints................................................................................................. 45

Parts Management .......................................................................................................... 46

Processing Customers ................................................................................................. 47

Processing Parts Orders............................................................................................... 48

Purchasing Parts.......................................................................................................... 51

Processing Backorders................................................................................................. 52

Billing ........................................................................................................................... 53

Processing Payments................................................................................................... 54



SAP Dealer Business Management: BusinessScenario Descriptions


Vehicle Sales and AdministrationPurposeYou use this business scenario to handle the sales process for new and used vehicles.

You trigger the procurement process by creating a purchase order to order a vehicle from theOEM. The processing of the incoming invoice that you receive from the OEM is automaticallyreflected in your creditors accounts. Used vehicles can be traded-in, repaired, refurnishedand revaluated.

Before you sell a new vehicle, you can create a quotation for a customer. You can check thecustomers credit limit and calculate pricing. You can distribute invoice amounts to multiplebill-to parties. You can print all the required delivery documents. The system creates theinvoice, and debits the relevant debtor accounts.

To reverse the sales transaction, you can create a returns order. The system posts thevehicle back to your inventory and creates a credit note.

PrerequisitesBusiness Partner SAP Application Component Configuration

Service agent,accounting clerk

ECC DIMP 600

DBM 700

Use SAP Solution Manager

Process FlowThe business processes run as follows:

1. Processing Customers

2. Processing Activities3. T...

4. Purchasing New Vehicles

5. Purchasing Uses Vehicles

6. Creating Vehicle Quotations without Vehicle

7. Selling New Vehicles

8. Selling Used Vehicles

9. Splitting Orders

10. Creating Down Payments

11. Creating Outbound Deliveries

12. Billing

13. Processing Complaints

14. Processing Returns

15. Integration of VMS and DBM


Processing CustomersPurposeYou can use this business process to manage your customers and contacts.

You can easily view and update important information about your customers.

Customers can be individuals and groups that have a relationship with your company asconsumers, but can also be companies and organizations, for example, fleet customers.

Customer processing is particularly useful for sales representatives and sales managers whowork only occasionally in the system to carry out preparatory and follow-up activities for theirsales calls.

Process FlowThe following business process takes place in Dealer Business Management:

1. Search and display customer

2. Create and edit customer

3. View and edit customer details

4. View and edit credit limit

5. View customer fact sheet


Processing ActivitiesPurposeYou can use this business process to create and update activities. An activity is used torecord information that results from interactions between your company and customers duringthe customer relationship life cycle. Activities are subdivided into business activities andtasks.


1. Search activity

2. Create activity

3. Edit activity details

4. Schedule activity

5. Edit task

6. Assign person responsible to task

7. Update task

8. Monitor task list

9. Monitor activity


Purchasing New VehiclesPurposeYou can use this business process to order and post new vehicles to your inventory. You cancreate orders for new vehicles either in a third party system or directly in DBM. If the newvehicle is ordered in a third party system, the order data can be interfaced with DBM.

When you create a purchase order in DBM, you enter the OEM, vehicle, and conditions. Youcan create an order for an existing planned vehicle record or, alternatively, you create a newvehicle record when you create the purchase order. The vehicle record can be used todocument all vehicle data, including identifiers such as the vehicle identification number (VIN)or engine number.

The vehicle can be reserved for a customer or marked as sold. After its arrival, the newvehicle is added to the inventory; you do this by posting a goods receipt.

Process Flow


SAP ECCSAP DEALERBUSINESSMANAGEMENT

Createpurchase order

Changepurchase order

Cancelpurchase order

Create goodsreceipt

Cancel goodsreceipt

Createincominginvoice

Cancelincominginvoice

Create newvehicle

Updatevehicle owner

1. Create new vehicle (SAP DBM)

2. Create purchase order (SAP ECC)

3. Change purchase order (SAP ECC)

4. Cancel purchase order (SAP ECC)

5. Create goods receipt (SAP ECC)

6. Cancel goods receipt (SAP ECC)

7. Create incoming invoice (SAP ECC)

8. Cancel incoming invoice (SAP ECC)

9. Update vehicle owner (SAP DBM)


Purchasing Used VehiclesPurposeYou can use this business process to purchase and repurchase used vehicles. You create aused vehicle record before you create a report that describes the state of the vehicle. Theactual purchase is documented in the form of a purchase order.

After the arrival of the used vehicle, you use a goods receipt to post it to inventory. It can thenbe prepared for resale. Costs for repair activities can be charged to the internal order of thevehicle, and can increase the value of the used vehicle.

This purchase process can occur in combination with a sales transaction for a new vehicle. Inthis case, you can calculate the gross profit margin of the combined transactions.

Process Flow



Createpurchase order

Create goodsreceipt


Create usedvehicle

Createdamage report

Create estimatedand aimedpurchasing price

Overhaul usedvehicle

Revaluateused vehicle

Interlink usedvehicle withnew vehicle

Calculategross profitmargin

Updatevehicle owner

Updatevehiclelifecycle state


1. Create used vehicle (SAP DBM)

2. Create damage report (SAP DBM)

3. Create estimated and aimed purchasing price (SAP DBM)

4. Create purchase order (SAP ECC)



7. Overhaul used vehicle (SAP DBM)

8. Revaluate used vehicle (SAP DBM)

9. Interlink used vehicle with new vehicle (SAP DBM)

10. Calculate gross profit margin (SAP DBM)

11. Update vehicles owner (SAP DBM)

12. Update vehicle lifecycle state (SAP DBM)


Creating Vehicle Quotations without VehiclePurposeYou can use this business process to create quotations or cost estimates before you createvehicle orders. You use this quotation type to offer a vehicle of the selected model to yourcustomer.

You select a vehicle model, and create a quotation. The system copies the vehicle modeldata to the quotation document. The system represents the model as an item in the quotation.You can add additional options to the model quotation. The system determines the price forthe model, and any added options, in the model quotation.

If the customer decides to accept your offer, you can search for existing vehicles (that are notassigned to another customer). The system returns a list of vehicles that have this quotationmodel, and that have the same options. You can select one, and assign to the quotation. Ifthe system cannot find a suitable vehicle, you can create a vehicle for the quotation modeland the relevant options. The system assigns the vehicle to the quotation. The system canconvert the quotation document to an order.


1. Find customer

2. Check credit limit

3. Create model quotation

4. Enter model

5. Enter vehicle options and features

6. Calculate pricing

7. Copy model quotation to order

8. Search for vehicle based on options and features

9. Select vehicle

10. Compare vehicle configuration data with quotation configuration data


Selling New VehiclesPurposeYou can use this business process to start the sales order process for vehicles.

You select a vehicle, and create an order. The system copies the vehicle data to the orderdocument. The system represents the vehicle as an item in the order.

You can also check the customers credit limit, and also apply a customer discount. If youcancel the order, all documents created during the sales process, including goodsmovements, are reversed.


1. Find customer and vehicle

2. Enter order header data


4. Enter order items


6. Cancel order

7. Update vehicle master


Selling Used VehiclesPurposeYou can use this business process to start the sales order process for vehicles. You select avehicle, and create an order. The system copies the vehicle data to the order document. Thesystem represents the vehicle as an item in the order.

You can check the customers credit limit, and also apply a customer discount. If you cancelthe order, all documents created during the sales process, including goods movements, arereversed.



2. Maintain estimated and aimed sales price



5. Enter order items


7. Cancel order

8. Update vehicle master


Splitting OrdersPurposeYou can use this business process to distribute invoice amounts to one or more bill-to parties.You can use this process in the following cases:

? A leasing company pays for a leasing vehicle and, for example, the customer pays forthe navigation system.

? Only part of a repair job was made to a vehicle. Only a part of the total amount isbilled.

? Repair costs involve goodwill settlement, or for warranty cases.

? Cases of accident repair may involve insurance or full service leasing companies.

? More than one cost object is involved in the settlement.

You can process warranty and goodwill cases by using the order types Service Warrantyand/or Service Goodwill. You can also use the order type Service Workshop together with aservice order split. In this case, you sort the items that are relevant to the warranty case andcopy them to a warranty claim. The system automatically determines the appropriate bill-toparty.

The assignment of the invoice amounts takes place across different jobs, on job and itemlevel. You can assign one or more order types, and one or more bill-to parties, to each job inan order. You can assign each order item to several bill-to parties. You can base thedistribution on amounts or percentages.

If different conditions apply to the different bill-to parties in the split, you can perform a specialsplit pricing. For example, you settle part of an order as a warranty case for which currentmanufacturer prices must be used.

If you submit a warranty claim to a third party, the data from the appropriate job, sold-to partyand warranty is copied to the warranty claim. Damaged parts that must be returned to theOEM are indicated as such by the system. You can make the reimbursement of warrantyclaims dependent on the return of the damaged parts.

PrerequisitesThe order must contain a job. You can then split it, based on amounts or percentages, todifferent bill-to-parties. In this case, multiple invoices are produced. If the different bill-to-parties are subject to different conditions, pricing can be conducted separately.


1. Split order between several bill-to parties

2. Determine split pricing

3. Enter warranty claim data

4. Process warranty claim

5. Check parts to be returned


Creating Down PaymentsPurposeYou can use this business process to trigger down payments. You may require a downpayment from the customer, for example, before you confirm the order with your OEM orimporter.

You trigger the down payment process by creating a down payment request directly in theorder. This request creates a noted item in the customers account. You can post the downpayment in the cash desk. This transforms the noted item in the customers account to aspecial ledger transaction.

Revenue is not recognized until the goods movement and work is complete, and the finalinvoice is created. The down payment amount is subtracted from the final invoice.

Process FlowThe following business process takes place in Dealer Business Management:...

1. Create down payment request

2. Post down payment


Creating Outbound DeliveriesPurposeYou can use this business process to initiate the outbound delivery of a vehicle. You post thegoods issue for all the order items, including the vehicle and accessories. The systemupdates both inventory and financial accounts automatically in real time. You can reverse thisprocess by canceling the goods issue.


1. Post goods issue

2. Cancel goods issue


BillingPurposeYou can use this business process to create an invoice. You may have agreements in placethat involve specific pricing conditions. Before you create the invoice, you can enter prices formaterials and service activities, discounts and surcharges. One invoice is created for eachjob.

The invoice closes service processing from a business point of view. After you create theinvoice, you cannot change any items in the job for this invoice. You can then print theinvoice.


1. Create billing document

2. Print billing document

3. Cancel billing document

4. Calculate commission


Processing ComplaintsPurposeYou can use this business process to handle customer complaints within your sales andservice organizations. A complaint is an expression of dissatisfaction that a customer makesin relation to a service or product. You can use complaints management in your company torepresent the entire complaints process from recording a complaint, the technical analysisand relevant tasks, through to statistical evaluation.

You can use categorization to define your own catalogs with damage codes and reasons. Youcan access these catalogs from the complaints transaction. Predefined damage codes makeit easier for you to enter complaints, while giving you an option for evaluating products,customers, and reasons for complaints in an attempt to prevent further complaints byidentifying the defect causes.

You can plan, track, and process tasks relating to complaints, such as assigning responsibleemployees, task data, and priority.


1. Search for DBM order

2. Create complaint

3. Add complaint details

4. Edit task


6. Update task

7. Update task list

8. Monitor complaint


Processing ReturnsPurposeYou can use this business process to handle a return, for example, when a customer returnsa vehicle after an invoice has been created. You create a returns order, and reference it to thesales order is created. The system copies the sales order data, and you select the items thatare to be returned.

The returned items are posted back to the inventory, and you can create a credit memo forthe customer.

Process Flow

SAP DEALERBUSINESSMANAGEMENT

SAP ECC

Enter returnorder

Create creditmemo

Post goodsreceipt forreturn

1. Enter return order (SAP DBM)

2. Post goods receipt for return (SAP ECC)

3. Create credit memo (SAP DBM)


Integration of VMS and DBMPurposeYou can use this process to purchase and document a vehicle in the vehicle managementsystem and then use this vehicle in dealer business management. In DBM, you can handlethe documents and vehicles, although these were created in VMS.

This business process is typically performed between an importer or distributor, and a dealer.

Process Flow



SAP ECC

Pre-deliveryinspection(PDI)

Display VMSvehicledocument

Purchasevehicle in VMS

Sell anddistributevehicle

Create goodsreceipt

Create anddisplay vehicledocument

Enable vehiclein VMS for DBM


1. Purchase vehicle in VMS (SAP ECC)

2. Sell and distribute vehicle (SAP ECC)


4. Create and display vehicle document (SAP ECC)

5. Enable vehicle in VMS for DBM (SAP ECC)

6. Pre-delivery inspection (PDI) (SAP DBM)

7. Display VMS vehicle document (SAP DBM)



Vehicle ServicePurposeYou use this business scenario to handle repairs and inspections for vehicles in yourworkshop. You can also trigger and monitor suborders in workshops within your company.Service advisors can also assign additional tasks to service technicians.

You can process service requests efficiently, from the moment vehicles are received in yourworkshop right through to payment and cost assignment. You can respond to customerrequirements by accessing information about customers, vehicles, and past serviceprocesses. This helps improve the quality of your services. You can access to real-time datathat provides you with an overview of all workshop processes.

You can forward full or partial costs for service orders to third parties, such as an OEM orimporter. Your accountant posts the incoming payment, completing the business scenario.

PrerequisitesYou can implement this business scenario with different releases of the relevant applicationcomponents. However, only certain combinations are valid. For more information, see:

? SAP for Automotive Master Guide on SAP Service Marketplace atservice.sap.com/instguides

? Scenario & Process Component List on SAP Service Marketplace atservice.sap.com/scl



2. Creating Service Order Quotations

3. Processing Service Orders

4. Processing Internal Service Orders

5. Processing Suborders

6. Confirming Services

7. Splitting Orders

8. Billing


10. Processing Activities

11. Processing Complaints



You can easily view and update important information about your customers. You can alsoaccess DBM information about your customers, such as owned vehicles, last interactions,and credit history. You can navigate to these specific items.


Customer processing is particularly useful for sales representatives and sales managers whowork only occasionally in the system to carry out preparatory and follow-up activities for theirsales calls. It is also beneficial for service advisors who need to spend less time updatingmaster data, and more time interacting with customers.








Creating Service Order QuotationsPurposeYou can use this business process to create quotations or cost estimates before you createservice orders. You use the quotation to indicate to your customer that you will provide certainservice activities, at certain prices.

When you enter a vehicle or customer identifier, you can view all existing data for the vehicleand the customer. If no data exists in the system, you can use the quick create feature tocreate a new customer or a new vehicle.

When you create a quotation or cost estimate, you can check whether:

? A valid warranty exists for the vehicle

? The customer has exceeded their credit limit

? The vehicle is part of a technical campaign (recalls)

Service items specify the service activities that must be performed, and the parts required.You can create a job to group items that belong to the same service activity together.

The quotation is integrated into the service order process. If the customer accepts the costestimate in the quotation, you can copy the accepted items to a service order.

Process FlowThe following business process runs in SAP DBM:...


2. Display customer and vehicle history


4. Check warranty


6. Check recall actions

7. Enter service items

8. Enter jobs


10. Convert quotation to order


Processing Service OrdersPurposeYou can use this business process to document the agreement between your company andyour customers with regard to one-time services in a service order. You can plan serviceswith regard to how materials, resources, and workshops are used. You can monitor thesecomponents during order processing.

First of all, you enter a vehicle or customer identifier. If there is no existing data in the system,you can use the quick create feature to create a new customer or a new vehicle.

When you create a service order, you can check whether:

? A valid warranty exists for the vehicle

? The customer has exceeded their credit limit

? The vehicle is part of a technical campaign (recalls)

Service items specify the service activities that must be performed, and the parts required.You can also predefine labor and parts within a package, or labor value catalogs so that youcan easily copy these to the order. You can create a job to group items that belong to thesame service activity together. Finally, you check the availability of the materials, and postthem from the warehouse so that they are ready for use. If required, you can correct theprices that the system automatically determines, and print the appropriate documents.

You create a purchase requisition, assign account assignment data to it, and convert thepurchase requisition to a purchase order for a supplier.

You use tasks to define the sequence for the service in the order, and to create suborders forother plants within your organization.

Process Flow



Executeavailabilitycheck

Createpurchaserequisition

Convert purchaserequisition topurchase order

Find customerand vehicle

Displaycustomer andvehicle history

Enter orderheader data

Checkwarranty

Check creditlimit

Check recallactions

Create activity

Create andupdate activitytasks

Enter serviceitem

Calculatepricing


...

1. Find customer and vehicle (SAP DBM)

2. Display customer and vehicle history (SAP DBM)

3. Enter order header data (SAP DBM)

4. Check warranty (SAP DBM)

5. Check credit limit (SAP DBM)

6. Check recall actions (SAP DBM)

7. Create activity (SAP DBM)

8. Create and update activity tasks (SAP DBM)

9. Enter service item (SAP DBM)

10. Calculate pricing (SAP DBM)

11. Execute availability check (SAP ECC)

12. Create purchase requisition (SAP ECC)

13. Convert purchase requisition to purchase order (SAP ECC)

14. Enter jobs (SAP DBM)

15. Enter suborder task (SAP DBM)

16. Release service order (SAP DBM)

17. Cancel order (SAP DBM)


Processing Internal Service OrdersPurposeYou can use this business process to handle internal service orders. You can plan serviceswith regard to how materials, resources, and workshops are used. You can monitor thesecomponents during order processing.

You confirm the vehicle and customer information, and then assign the correct controllingobject, for example an internal order, to settle all related costs.

Service items specify the service activities that must be performed, and the parts required.You can create a job to group items that belong to the same service activity together. Finally,you check the availability of the materials, and post them from the warehouse so that they areready for use. If required, you can correct the prices that the system automaticallydetermines, and print the appropriate documents.

You create a purchase requisition and convert the purchase requisition to a purchase orderfor a supplier.


Process Flow



SAP ECC

Find customerand vehicle


Checkwarranty

Check recallactions

Enter accountassignment

Create activity

Create andupdate activitytasks

Enter serviceitem

Calculatepricing

Enter jobs

Entersuborder task

Releaseservice order

Cancel order





...

1. Find customer and vehicle (SAP DBM)


3. Check warranty (SAP DBM)

4. Check recall actions (SAP DBM)

5. Enter account assignment (SAP DBM)

6. Create activity (SAP DBM)

7. Create and update activity tasks (SAP DBM)






13. Enter jobs (SAP DBM)

14. Enter suborder task (SAP DBM)

15. Release service order (SAP DBM)



Processing SubordersPurposeYou can use this business process to transfer services, for example a paint job, to anotherplant within your organization. To do this, you create a suborder for the tasks you want totransfer. The plant that receives the suborder uses it exactly like a regular service order. Theplant that handles the suborder, can change the suborder order, for example they can addadditional labors, services or parts.

Service items specify the service activities that must be performed, and the parts required.You can create a job to group items that belong to the same service activity together. Finally,you check the availability of the materials, and post them from the warehouse so that they areready for use. If required, you can correct the prices that the system automaticallydetermines.

The system determines the price according to the price agreement between the suborderplant and main plant, which you can update manually.

You create a purchase requisition, assign account assignment data to it and convert thepurchase requisition to a purchase order to a supplier.


When the suborder plant invoices the suborder, the system settles the suborder invoiceamount to the internal order of the main order, and transfers all item from the suborder to themain order. The customer receives an invoice that documents all main and suborder items.

Process Flow



SAP ECC

Check suborderheader data

Check suborderitems

Enter serviceitem

Enter part item

Calculatepricing

Releasesuborder




...

1. Check suborder header data (SAP DBM)

2. Check suborder items (SAP DBM)


4. Enter part item (SAP DBM)






9. Release suborder (SAP DBM)


Confirming ServicesPurposeYou can use this business process to confirm working times that have been executed andpost the costs that have been incurred.

You confirm service activities on item level by posting all the expenses incurred to an internalorder. If you want to make changes to an item that has already been confirmed, you mustcancel the confirmation. You can create the invoice after you have successfully confirmed theitems.

To document the completion of an entire order or job, you can register the service order astechnically complete.

Process Flow


Post goodsissue

Enter serviceconfirmation

Confirm timedata

Register serviceorder as technicallycomplete

Cancel serviceconfirmation

...

1. Enter service confirmation (SAP DBM)

2. Confirm time data (SAP DBM)

3. Post goods issue (SAP ECC)

4. Register service order as technically complete (SAP DBM)

5. Cancel service confirmation (SAP DBM)


Splitting OrdersPurposeYou can use this business process to distribute invoice amounts to one or more bill-to parties.You can use this process in the following cases:

? A leasing company pays for a leasing vehicle

? Only part of a repair job was made to a vehicle. Only a part of the total amount isbilled.

? Repair costs involve goodwill settlement, or for warranty cases.

? Cases of accident repair may involve insurance or full service leasing companies.

? More than one cost object is involved in the settlement.

You can process warranty and goodwill cases by using the order types Service Warrantyand/or Service Goodwill. You can also use the order type Service Workshop together with aservice order split. In this case, you sort the items that are relevant to the warranty case andcopy them to a warranty claim. The system automatically determines the appropriate bill-toparty.

The assignment of the invoice amounts takes place across different jobs, on job and itemlevel. You can assign one or more order types, and one or more bill-to parties, to each job inan order. You can assign each order item to several bill-to parties. You can base thedistribution on amounts or percentages.

If different conditions apply to the different bill-to parties in the split, you can perform a specialsplit pricing. For example, you settle part of an order as a warranty case for which currentmanufacturer prices must be used.

If you submit a warranty claim to a third party, the data from the appropriate job, sold-to partyand warranty is copied to the warranty claim. Damaged parts that have to be returned to theOEM are indicated as such by the system. You can make the reimbursement of warrantyclaims dependent on the return of the damaged parts.

Process Flow

The following business process runs in SAP DBM:...

1. Split order between several bill-to parties

2. Determine split pricing

3. Enter warranty claim data

4. Process warranty claim

5. Check parts to be returned


BillingPurposeYou can use this business process to create a pro forma invoice. You can create pro formainvoices at any time during service order processing. Once the job is completed, you cancreate the final invoice. The system creates the billing and accounting document, and settlesthe invoiced amount and related costs to assigned internal order.

You can create one invoice for an order, for each job. You can also use collective invoicing formore than one service order. If a service order is invoiced, the system sets the order status tocomplete. After you create the invoice, you cannot change any items in the job for thisinvoice. You can cancel the billing documents to update the service order.

You can then print the invoice.

Process Flow

The following business process runs in SAP DBM:...

1. Create pro forma invoice

2. Create billing documents

3. Print billing documents

4. Settle order costs

5. Cancel billing documents


Processing ReturnsPurposeYou can use this business process to handle a return, for example if the customer returnsparts after the invoice has been created. You create a returns order and reference it to theservice order. The system copies the service order data and you choose the parts items thatare to be returned.

You then post the returned parts to the warehouse. You can either create a credit memo forthe customer or deliver the replacement parts free of charge.

Process Flow


SAP ECC

Enter returnorder

Create creditmemo


...





Processing ActivitiesPurposeYou can use this business process to create and update activities. An activity is used torecord information that results from interactions between your company and customers duringthe customer relationship life cycle

You can predefine tasks such as Send Letter, Call for Customer Satisfaction, and ArrangeTest Drive. Tasks and activities can be assigned to different people, the system automaticallyinforms the responsible person by workflow. Employees can call up their daily worklist to viewnew activities and tasks. Managers can track and monitor the status of activities and tasks.


1. Search activity

2. Create activity

3. Edit activity details

4. Schedule activity

5. Edit task


7. Update task


9. Monitor activity


Processing ComplaintsPurposeYou can use this business process to handle customer complaints within your sales andservice organizations. A complaint is an expression of dissatisfaction that a customer makesin relation to a service or product. You can use complaints management in your company torepresent the entire complaints process from recording a complaint, the technical analysisand relevant tasks, through to statistical evaluation.

You can use categorization to define your own catalogs with damage codes and reasons. Youcan access these catalogs from the complaints transaction. Predefined damage codes makeit easier for you to enter complaints, while giving you an option for evaluating products,customers, and reasons for complaints in an attempt to prevent further complaints byidentifying the defect causes.

You can plan, track, and process tasks relating to complaints, such as assigning responsibleemployees, task data, and priority.


1. Search for DBM order

2. Create complaint

3. Add complaint details

4. Edit task


6. Update task


8. Monitor complaint


Parts ManagementPurposeYou use this business scenario to handle parts management in DBM (Dealer BusinessManagement).

The requirement for parts is triggered from various processes such as service orders, partsorders, and vehicle sales orders. The parts are added to the DBM order and consumed frominventory. If the parts are not available, you can trigger the procurement process by creating apurchase requisition for a plant within your organization or for the vendor. The parts arereceived and consumed by the order. You can view a worklist of requested parts in the PartsBackorder list.

Before selling a part, you can create a quotation for a customer. You can check thecustomers credit limit and calculate pricing. You can print all the required delivery documents.The system creates the invoice and debits the relevant debtor accounts.

To reverse the sales transaction, you can create a returns order. The system posts the partsback to your inventory and creates a credit note.

Prerequisites

BusinessPartner

SAP Application Component Configuration

Service agent,Parts clerk

ECC DIMP 600DBM 700

Use SAP Solution Manager

You can implement this business scenario with different releases of the relevant applicationcomponents. However, only certain combinations are valid. For more information, see:

? SAP for Automotive Master Guide on SAP Service Marketplace atservice.sap.com/instguides

? Scenario & Process Component List on SAP Service Marketplace atservice.sap.com/scl



2. Processing Parts Orders

3. Purchasing Parts

4. Processing Backorders

5. Billing

6. Processing Payments




You can easily view and update important information about your customers.


Customer processing is particularly useful for sales representatives and sales managers whowork only occasionally in the system to carry out preparatory and follow-up activities for theirsales calls.








Processing Parts OrdersPurposeYou can use this business process to document the agreement between your company andyour customers with regard to delivering parts with a parts order. You can plan services withregard to how materials, resources, personnel, and workshops are used. You can monitorthese components during order processing.

You can enter the costs incurred, and settle at the end according to the costs and resourcesinvolved.

First of all, you enter a customer identifier. If this data does not exist in the system, you cancreate a new customer.

When you create a parts order, you can check whether the customer has exceeded theircredit limit

You enter the materials requested by the customer in the order. The system checks theavailability of the materials and posts them from the warehouse so that they are ready for use.If required, you can correct the prices that the system automatically determines, and print theappropriate documents.

Process Flow



SAP ECC

Find customer

Displaycustomer

Enter one-timecustomer


Check creditlimit

Enter parts

Execute pricingand goodsmovement

Print orderdocuments

Cancel order


...

1. Find customer (SAP DBM)

2. Display customer (SAP DBM)

3. Enter one-time customer (SAP DBM)



5. Check credit limit (SAP DBM)

6. Enter parts (SAP DBM)


8. Execute pricing and goods movement (SAP DBM)

9. Print order documents (SAP DBM)



Purchasing PartsPurposeYou can use this business process to trigger a procurement process from a DBM order. In theDBM order, the material availability check is done in real time. You can trigger procurementfor materials that are out of stock. The system generates a purchase requisition in thebackground.You convert the purchase requisition to a purchase order for the supplier. The supplier thendelivers the materials.


1. Create purchase requisition(PREQ)

2. Convert purchase requisition to purchase order

3. Perform goods receipt


Processing BackordersPurposeYou can use this business process to monitor and process parts that are either unavailable,or only partially unavailable. These parts are considered backorders. You use the BackorderWorklist to work with back orders. You can also perform a goods movement from the worklist.

For backorders, you can run a backorder process. This process performs an availability checkfor the selected items on the worklist. You can also redistribute the confirmed quantities for apart from one order to another order. Once the quantities for the order item are confirmed,you can perform a goods movement for the parts in the worklist.

You can define a sort list to use with the backorder worklist. You can customize the worklist tosuit your business requirements.

Process Flow


SAP ECC

Execute thebackorderworklist

Performbackorder foritem(s)

Redistributeconfirmedquantities

Perform goodsmovement

...

1. Execute the backorder worklist (SAP DBM)

2. Perform backorder for item(s) (SAP DBM)

3. Redistribute confirmed quantities (SAP DBM)

4. Perform goods movement (SAP ECC)


BillingPurposeYou can use this business process to create an invoice. You may have agreements in placethat involve specific pricing conditions. Before you create the invoice, you can enter prices formaterials and service activities, discounts and surcharges.

The invoice closes parts processing from a business point of view. After you create theinvoice, you cannot change any items. You can then print the invoice.



2. Print billing document


Processing PaymentsPurposeYou can use this business process to handle incoming payments for DBM orders. In the CashDesk transaction, you can select a DBM order that has an open invoice. You can use acustomer identifier or a billing document number to access and clear open invoices and creditmemos.

You can choose one or more invoices for the payment. The system also takes into accountthe current terms of payment. For example, if the customer is entitled to a cash discount, thesystem automatically calculates the amount of the cash discount as well as the total amountminus the cash discount amount.

The payment is cleared in Financial Accounting as soon as you post the payment. You canchoose whether you want to print a receipt at the same time as you post the payment.


1. Process incoming payment



Processing ReturnsPurposeYou can use this business process to handle a return, for example, if the customer returnsgoods after the invoice has been created. You create a returns order and reference it to theparts order. The system copies the parts order data and you choose the items that are to bereturned.

You then post the returned parts to the warehouse. You can either create a credit memo forthe customer or deliver the replacement parts free of charge.

Process Flow


SAP ECC

Enter returnorder

Create creditmemo


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DBM 7 Business Scenario Descriptions

Documents

Transcript of DBM 7 Business Scenario Descriptions