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1、Customer Service (CS)SAP University AlliancesVersion 2.40, June 2015Authors Tim BttcherChris BernhardtStefan WeidnerProductSAP ERP 6.0 EhP7Global Bike Inc.LevelBeginnerFocusCross-functional integrationProduction Planning and ExecutionCourse OverviewIntroduction to SAPNavigationIntroduction to GBISal

2、es & DistributionMaterial ManagementProduction PlanningFinancial AccountingControllingHuman Capital ManagementWarehouse ManagementProject SystemEnterprise Asset ManagementCustomer ServiceUnit OverviewCS Organizational StructureCS Master DataCS ProcessesGBI Structure for Customer ServiceGlobal BikeGl

3、obal Bike Inc.Global Bike Germany GmbHClientCompanyCodePlantStorage LocationResponsible Maintenance Planning PlantMaintenancePlantMisc.DallasSan DiegoMiamiHamburgHeidelberg CS Organizational StructureClientAn independent environment in the SystemCompany CodeSmallest org unit for which you can mainta

4、in a legal set of booksStorage LocationAn organizational unit allowing differentiation between the various stocks of material in a plantPlantOperating area or branch within a companyManufacturing, distribution, purchasing or maintenance facilityPlace in which the technical objects of a company are i

5、nstalleCS Organizational StructureSales OrganizationAn organizational unit responsible for the sale of certain products or services. The responsibility of a sales organization may include legal liability for products and customer claimsDistribution ChannelThe way in which products or services reach

6、the customerTypical examples of distribution channels are wholesale, retail, or direct sales DivisionA way of grouping materials, products, or servicesSales AreaCombination of Sales Organization, Distribution Channel and DivisionDetermines conditions (i.e. pricing) for sales activitiesSales Area (ex

7、ample)ElectroProCompany CodeDivisionDistribution ChannelSales OrganizationSouthern AreaNorthern AreaInternetWholesaleWholesaleMobileKitchenwareHome EntertainmentKitchenwareSales AreaCS Organizational StructureSales Officeestablishes contact between the firm and the regional marketSales Groupperforms

8、 and is responsible for sales transactionsShipping Pointperforms shipping processing and is the part of the company responsible for the type of shipping, the necessary shipping materials and the means of transportPicking Locationplace where the goods will be picked for shippingPurchasing Organizatio

9、n organizational unit responsible for procuring services and materials CS Organizational StructureOperating Concernrepresents a part of an organization for which the sales market is structured in a uniform mannera operating profit for the individual market segments can be calculatedmultiple controll

10、ing areas can be assigned to one operating concernControlling Areaa self-contained, organizational unit for which the management of revenues and expenses can be performedmay include one or more company codes; therefore, an enterprise can perform management accounting analyses and reports across seve

11、ral companiesa way to identify and track where revenues and costs are incurred for evaluation purposesCS Master DataCustomer Master DataEquipmentWork CenterBill of MaterialMaterial Master DataVendor Master DataCustomer Master DataCustomer MasterContains all of the information necessary for processin

12、g orders, deliveries, invoices and customer paymentEvery customer MUST have a master recordCreated by Sales AreaSales OrganizationDistribution ChannelDivisionCustomer Master DataThe customer master information is divided into 3 areas:General DataCompany Code DataSales Area DataEquipment Master Recor

13、dEquipment Master Datacontains all information around equipmentInformation in four views:GeneralLocationOrganizationStructureEquipment / Functional Location - DefinitionEquipmentIndividual and autonomous technical unitPhysical object for which maintenance tasks are planned and performedEquipments ca

14、n be placed in functional locationsFunctional Location Hierarchal organized structure which represents e.g. a technical system, a building or a part of itStructural depiction of a technical plantPlanning and performing maintenance tasksClassificationassignment of an item or initiative to one or seve

15、ral buckets of a classification hierarchyThe act of assigning a value of a given characteristic to an objectEquipment / Functional Location - DefinitionMeasuring point and counter readingdescribes the state of a technical objectimportant for regulations, e.g. emission limits of a plantSerial numberu

16、sed for individualization of materialsdistinguish materials with the same material numberspecify the exact location of an unique good save additional informatione.g. manual, warranty informationWork CenterA location within a plant where value-added work (operations or activities) are performedWork C

17、enters can representPeople or Groups of PeopleMachines or Groups of MachinesAssembly LinesWork center used to define capacities LaborMachineOutputEmissions Capacities used inCapacity requirements planning (CRP)Detailed schedulingCostingBill of Material DefinitionComplete formally structured list of

18、all componentsMaterial BOMs can be allocated to functional locations or equipmentThree types of BOMs in Enterprise Asset Management:Material BOMsEquipment BOMsFunctional location BOMsAdvantagesStructuring of objectsService parts planning in maintenance orders and maintenance task lists Within plant

19、maintenance BOMs are used, if similar object should be maintainedWarrantiesA guarantee to vouch for defects or faults in the product purchased, valid for a specific period of time The type and scope of the services covered, such as repairing a defect for free or taking the product back, are defined

20、in the warranty Can be distinguished in vendor-, manufacturer- or customer warrantyValid for a specific technical objectfunctional location, equipment or serial numberMaterial Master DataMaterial MasterContains all the information a company needs to manage about a materialIt is used by most componen

21、ts within the SAP systemSales and DistributionMaterials ManagementProductionPlant MaintenanceAccounting/ControllingQuality ManagementMaterial master data is stored in functional segments called ViewsMaterial Master ViewsMaterial MasterBasic DataSales DataControlling DataForecasting DataPurchasing Da

22、taMat. Plan. DataAccounting DataStorage DataQuality DataSales Org. UW00Sales Org. UE00Material MasterClient XXXGeneral Information relevant for the entire organization: Name Weight Unit of MeasureSales specific information: Delivering Plant Loading Grp Storage Location specific information: Stock Qt

23、yStorage Loc. FG00Storage Loc. TG00Vendor Master DataVendor MasterContains all the necessary information needed to business with an external supplierUsed and maintained primarily by the Purchasing and Accounting DepartmentsEvery vendor MUST have a master recordVendor Master ViewsClient LevelAddressV

24、endor NumberPreferred CommunicationCompany Code DataReconciliation AccountTerms of PaymentBank AccountPurchase Org DataPurchasing CurrencySalesmans NameVendor PartnersGeneral DataCompany Code DataFinancial Accounting (FI)Purchasing DataMaterials Mgmt (MM)ProcessesService ContractService Notification

25、Service OrderGoods Return and RepairService ContractLong term agreement predefined validity periodfor at least one technical objectpredefined servicespredefined conditionsHeaderSales-, contract-, and billing dataBilling planConditionsItemsServiceConfigurationTechnical ObjectsService Contract - Types

26、Service contractSolve reported problems of a customerService and maintenance contractMaintenance of technical object in a predefined mannerMaster agreement with a customerReversal of a predefined quantity or valueService NotificationMeans by which notifications from a customer are entered and managed in Customer Service Used for documentation and evaluationComponentsCustomer informationInformation about technical object and service contractInformation about valid warrantiesTypesCustomer message / problem notificationService requestTechnical completionIf there is need for action a se