CS Overview

Scope
Spare Parts Management
Enterprise Asset
Management
IT Service and Asset
Management
Service Management
Service Sales and Marketing
Service Contract Management
Customer Service and Support
Installed Base Management
Warranty Claim Management
Field Service
Depot Repair
Service Management And Analytics
Service Parts Planning
Service Parts Procurement
Service Parts Warehousing
Service Parts Fulfillment
Service Parts Transportation
Service Parts Analytics
Investment Planning & Design
Procurement and Construction
Maintenance & Operation
Decommissioning And Disposal
Asset Analytics IT Service Analytics
IT Service Management
IT Procurement
IT Financial Management
IT Asset Management
CS Enterprise Structure
Plant Section
Maintenance Plant Planning Plant
Planner Group
Functional
Location
Equipment
Sub-Equipment
Sub-Assembly
Spares
Work Center Execute Services on Tech. Objects (Task List)
Integration
PM - Structuring Technical Systems for information on structuring and managing technical
objects information on maintenance notification and maintenance order functionality.
FI-AA - Asset Accounting - managing serviceable items as tangible assets
CO Cost element as cost collector. It can be used to distinguish Planned & Actual Material
Costs & Service Costs to get exact Profitability.
MM - Services Management for information on service records It uses the Plant & Storage
location Functionality for keeping Exact stocks of the Spares & Accessories. It also uses
Purchase functionality to Buy Materials from manufacturer
SD - Sales, Sales Order Processing for information on managing and billing sales orders and
service contracts. It uses the Customer Master Data for the Customer Billing. It uses the
Pricing Condition for the Sale of Accessories & Services.
PS - Project System for information on using projects
CS Master data & Technical Objects
Functional Location

Equipment

Installed base

Serial Number

Material

Bill Of Material
CS Service Notification Processing
Notification
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Notification Entry Notification processing
Sales Order Delivery Billing
Complete Service
order
Service Order Process Service Order
Workstation
CS Service Order Processing
Service Order
Company Customer External Service Provider
Outsourcing Agreements
Service Order
Internal , External Services
Cost Revenues
Service Contracts & Sales Orders
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Service Purchase
Orders
Service
Notification
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Service Purchase
Orders
Billing Document
CS Service Planning
Capacity requirements planning
supports you in the detailed resource
planning of technicians in Customer
Service.
Repair Order
Repair order dash board Service Order reference
Service Booking Operation and Component
CS Service Contract Management
AMCs: Annual Maintenance Contract once the warranty gets over Comprehensive
Non Comprehensive AMC : Only certain parts are covered under the contract
Only Parts Covered
Only Labor Covered
A fixed # of free PM Services

CS Warranty Processing
The warranty check can be performed automatically by the system when processing
customer notifications and billing requests
The Customer Service component provides the following types of warranty:
Time-bound warranties
Counter-dependent warranties
Warranties that are valid for periods of time and counter intervals.

Types of Warranty
Warranty & Free Services Free Services provided against Warranty to Customer.
After Sales Service Services provided after the Warranty period is surpassed or
Warranty voids.
Retro fitment Services provided for a particular defect in some Lot of vehicles.
Annual Maintenance Contracts are also created for Corporate Clients with Proper
Servicing Schedules for the technical object.

CS Service Scenarios
External Procurement Services
Depot Repair
Service Contract with Periodic Billing
Service with Time & Material based Billing
Service with Fix Priced Billing
Depot Repair
Service Contract with Periodic Billing
Service with Time & Material Based Billing
Service with Fixed Price Billing
CS Solution Data Base
The R/3 Solution Database (SDB) applications offers customer service organizations a
knowledge base component which provides a highly flexible structure to preserve and
acquire knowledge

SDB enables the following functionality that does not exist in the current R/3s database
search
exact search as well as the fuzzy search,
attribute search (e.g., code group and codes) as well as case-based search,
free-text descriptions as well as structured knowledge representation,
flexible information sources including Internet/Intranet access, various file formats and the
business objects defined in R/3.
CS Information System
MCIA : Notification analysis

MCJB: MTBR/MTTR analysis for an Equipment

MCJC: MTBR/MTTR analysis for a Functional Location

MCI1 : Object Class Analysis

MCI2 : Manufacturer Analysis

MCI3 : Location Analysis

MCI4 : Planner group Analysis

MCI5 : Damage Analysis

MCI6 : Object Statistics

MCI7 : Breakdown Analysis

MCI8 : Cost Analysis