RMA Process - archive.sap.com
Transcript of RMA Process - archive.sap.com
Lori JaegerFebruary, 2008
RMA Process
© SAP 2007 / Page 2
Motivation for Composite Applications
Business processes have to be flexible … but IT systems have to be stable
Composites …
reuse and combine existingapplication parts to initiate newbusiness practices
can be quickly adapted tochanging business needs
enable ad-hoc collaborationbetween business partners
integrate functional areas fromvarious sources across systemsand enterprises
Composites …
sit on top of existing enterpriseapplications
are non-invasive to the core ITsystem
are loosely coupled with the coreIT system
have their own lifecycle
© SAP 2007 / Page 3
Building Blocks of a Composite Application
Bac
kend Service Enablement Layer
Backend Business Logic
UI Layer
Process Logic Layer
Business LogicLayer
NameTitleCheck
Portal Access Layer
Backend ConnectivityLayer
Com
posi
te A
pplic
atio
n
Web Service call
Discover Enterprise Services
Create Enterprise Services
Service Consumption
Service Provisioning
Composite Applications orchestrate enterpriseservices and combine them into user-centricprocesses, supported by their own business logic
© SAP 2007 / Page 4
RMA Updated Process
RMAApprovalRMA
Request
Receives RMAand returns
parts
Receives partsand changesRMA status
Change statusto In
Inspection
Inspect partsand change
status toInspected
RMA RejectedOr Created
WaitingApproval
CSR Customer Receiving InspectorCustomer InspectorCSR
RMAactivationRMA
Processing
Backend Objects are createdAnd follow on activities, GR,
Credit processing, etc.Are handled in the backend object
RMAclosedSelect
Disposition
CSR Automatic System ActivityCSR CSRCSR
© SAP 2007 / Page 5
Offline ProcessRMA Request
RMARequest
Customer
SystemStep by
Role
Customer fills outand submits RMArequest form
AutomaticSystem
Processing
RMA request formis sent to CSRwhen submitbutton is pressed
ManualActivityBy Role
None
© SAP 2007 / Page 6
Offline ProcessRMA Reject
RMARejected
CSR
SystemStep by
Role
OFFLINE: CSRopens acceptanceform from UWLand rejects thecustomer’srequest for anRMA
AutomaticSystem
Processing
E-mail is sent tothe customerexplaining thattheir request foran RMA has beenrejected
ManualActivityBy Role
None
© SAP 2007 / Page 7
Offline and Online ProcessRMA Create
RMA CreatedWaiting
Approval
CSR
SystemStep by
Role
OFFLINE: CSRopens acceptanceform from UWL,enters informationas necessary, andclicks "create“
ONLINE: CSRcreates new RMAvia RMA Createscreen withinformationreceived from thecustomer over thephone and savesRMA
AutomaticSystem
Processing
RMA is createdwith status"waiting approval“
The CSR can alsoclick “create andapprove” toperform bothtasks in one step
ManualActivityBy Role
If more approval isneeded by highermanagement, it isdone outside thisapplication andthe RMA isapproved onlyafter all internalapprovals havebeen received
© SAP 2007 / Page 8
RMA Approval
RMAApproval
CSR
SystemStep by
Role
CSR accesses theRMA via thesearch screen
CSR enters notesfor receiving as towhere materialsshould be sentonce received
CSR clicksapprove button
AutomaticSystem
Processing
RMA item statusis changed toapproved for allitems andnotification is sentto the customerwith the responseform
(notice sent to customeronly if status is changedFROM waiting approvalTO approved)
ManualActivityBy Role
None
© SAP 2007 / Page 9
Customer Returns Merchandise
Receives RMAand returns
parts
Customer
SystemStep by
Role
None
AutomaticSystem
Processing
None
ManualActivityBy Role
Customerreceives e-mailnotification withRMA number andresponse form
Customer printsresponse form,attaches it topackages, andships parts
© SAP 2007 / Page 10
Merchandise Received with Discrepancies
Receives partsand changesRMA status
Receiving
SystemStep by
Role
Receivingemployeeaccesses RMAdetails by enteringRMA number inhis access screen
If parts in the boxdo not match theRMA Details, hereceives the partsin with status"receiving errors“
AutomaticSystem
Processing
CSR is notifiedthat that thestatus haschanged
ManualActivityBy Role
Receivingemployeecompares theparts in the box tothe details on thescreen
© SAP 2007 / Page 11
Merchandise Receiving Employee Error
Receives partsand changesRMA status
Receiving
SystemStep by
Role
If the receivingemployee realizeshe has received inthe wrong item(s),he again entersthe RMA numberin his accessscreen and looksat the RMAdetails. He thenchanges thestatus back to"approved"
AutomaticSystem
Processing
CSR is notifiedthat status hasbeen changed
Customernotifications withresponse form arenot resent whenchanging the item"back" toapproved
ManualActivityBy Role
© SAP 2007 / Page 12
Receiving Discrepancies Resolved
RMA CreatedWaiting
Approval
CSR
SystemStep by
Role
CSR accesses theRMA via thesearch screen andmakes anynecessarychanges requiredto resolvereceivingdiscrepancies (ie.change quantities,enter notes, addmaterials, etc.)
AutomaticSystem
Processing
None
ManualActivityBy Role
CSR goes toreceiving to solvediscrepancies.Manually notifythe receivingemployee thatthings are nowO.K.
© SAP 2007 / Page 13
Merchandise Received
Receives partsand changesRMA status
Receiving
SystemStep by
Role
Receivingemployeeaccesses the RMAdetails by enteringRMA number inhis access screen(he also enters thereceived date if hehasn’t previouslyreceived the RMAwith errors)
If all is O.K. now,he changes statuson RMA items to"Received O.K."
AutomaticSystem
Processing
CSR is notifiedthat status hasbeen changed
ManualActivityBy Role
Receivingemployeecompares theparts in the box tothe details on thescreen
Physically movethe parts to thelocation providedin the notes
© SAP 2007 / Page 14
Parts Received in Inspection
Change statusto In
Inspection
Inspector
SystemStep by
Role
Inspectoraccesses the RMAby entering theRMA number fromthe package intohis RMA accessscreen. He thenchanges status to"in inspection"when he receivesparts
AutomaticSystem
Processing
None
ManualActivityBy Role
None
© SAP 2007 / Page 15
Parts Inspected
Inspect partsand change
status toInspected
Inspector
SystemStep by
Role
Inspectoraccesses the RMAby entering theRMA number intohis RMA accessscreen. He entersthe problemdescription as textfor each item, andchanges thestatus toinspected andsaves RMA
AutomaticSystem
Processing
CSR is notifiedthat the status hasbeen changed
ManualActivityBy Role
Inspectorphysicallyinspects the parts
© SAP 2007 / Page 16
RMA Processing
RMAProcessing
CSR
SystemStep by
Role
CSR accesses theRMA via thesearch screen andupdates RMA asneeded, addingitems, cancelingitems, changingquantities, etc.
CSR accesses R/3transactions,historyinformation, etc.
AutomaticSystem
Processing
None
ManualActivityBy Role
None
© SAP 2007 / Page 17
Disposition and Activation
SelectDisposition
CSR
SystemStep by
Role
CSR accesses theRMA via thesearch screen,selects adisposition foreach RMA item,changes the itemstatus toactivated, andsaves the RMA
AutomaticSystem
Processing
Objects arecreated in R/3upon activation,which objectdepends on thedisposition
ManualActivityBy Role
CSR may havevariousconversationswith the customerabout dispositionof parts
© SAP 2007 / Page 18
Backend Object Kick-Off
Backend Objects are createdAnd follow on activities, GR,
Credit processing, etc.Are handled in the backend object
Automatic System Activity
n/an/aSend to Vendor for Credit
n/an/aSend to Vendor for Repair
RAVA01Chargeable Replace
RAVA01Warranty Replace
RAVA01Chargeable repair
RAVA01Warranty repair
REVA01Return to stock
RAVA01Return to customer as is
n/an/aScrap
Order typeTransactionDisposition
• Dispositions can be entered during any of thestatus‘
• Dispositions cannot be changed once they havebeen selected and saved
• If disposition is selected in error and wrong ordertype is created, CSR would cancel that line item inRMA, delete order in R/3 and add a new line item inRMA with correct data
© SAP 2007 / Page 19
Additional Backend Objects
Notifications for tracking purposescan be created viaNotification Create
Button
Automatic System Activity
• Notifications can be created for tracking andreporting purposes – to track reasons for qualityproblems in manufacturing and vendor issues
• No order is needed for vendor repair or vendorcredit on previous screen, but this notificationcould track the return to the vendor in this case
Use of NotificationNotifTypeTransNotification
To track quality issues of vendorsF2QM01Vendor notification
To track quality issues of manufacturingQ1QM01Customer complaint (QM)
© SAP 2007 / Page 20
RMA Completion
RMAclosed
CSR
SystemStep by
Role
CSR accesses theRMA via thesearch screen andchanges thestatus of RMAitems to closed
AutomaticSystem
Processing
None
ManualActivityBy Role
None
© SAP 2007 / Page 21
RMA Demo
© SAP 2007 / Page 22
Why Start Now with RMA ?
SAP starts a ramp-up for the RMA composite on Feb 27th, 2008
Get first hand experience with a standardized composite application developed by SAP
See how the RMA composite leverages the enterprise services of your ERP 6.0 backendsystem, but you can also use your existing R/3 backend
Learn the enterprise SOA concept that stands behind RMA
Understand the new SAP NetWeaver Composition Environment 7.1, on which RMA is running
Explore the development tools for composite application to create your own custom-specificcomposite solutions
© SAP 2007 / Page 23
Industry Composite Applications(Extract of our Development Portfolio)
Enables the assessment of a logistic situation by consolidatingand including assessement cases from subordinate report levelsLogistic Assessment (New)
Service-based repair process from repair case entry till repair casecloseEfficient Repair Process (New)
Project Logbook Easy Capturing, Signature and Storage of project logbooks
Project Issue and Change Management Efficient change management for engineering projects
Maintenance Order Processing Form based defect capturing and maintenance execution
Inventory Level Replenishment Simplified sales order entry based on target inventory levels
Capturing of Physical Goods Movements Automated posting of document flows for goods movements
Sales Order Change Management Review and approve requested sales order changes
Returns Merchandize Authorization Processing Improve the returns process based on RMA numbers
Field Service Experience Management Feed back product issues identified by field service to productdevelopment
Strategic Investment Buy Simulation for Retail Allows buyer to react on discounts offered by a supplier or onprice changes to expect
eTax for Public Services e-Portal for Tax payer registration and attribute maintenance, taxdata overview and tax return efiling
Backorder Processing Supply resources in expediting management with tailored workenvironment to resolve backorder situations
First Report of Injury for Insurance Enables an insured / claimant to inform an insurance carrier of aloss event
© SAP 2007 / Page 24
Learn More About iCOD in Business Process Expert
Business process expert (BPX)(customers and partners)
Composite resource centerFeatured industry on a regular basisDiscuss in the enterprise SOA forum (iCODis a part of it)Apply for piloting compositesGetting started with guiding linksCross references to other BPX areasHit statistics for most viewed iCODs
https://www.sdn.sap.com/irj/sdn/bpx-industries
© SAP 2007 / Page 25© SAP 2007 / Page 25
Thank you!
© SAP 2007 / Page 26
Secondary colors100%
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Tertiary color
Definition and halftone values of colors
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© SAP 2007 / Page 27
Grid
© SAP 2007 / Page 28
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