3901: QM + Workflow

Customer Complaint processing and the Workflow learning curve

Session Goals

Understand Basic Integration Points to Workflow for Notification ProcessingEvaluate SAP Standard Workflow templatesDiscuss Strategies for Modifying Standard ScenariosHow much workflow is too much?

Workflow Integration

Workflow fundamentalsBusiness ObjectsRaising EventsWorkflow Tasks and Templates

Workflow Integration

Business Object – The technical backbone of workflow, defining data (attributes and key fields), processing (object methods) and triggers (events).Example: BUS2078

Key: Sales Notification # 20000278Attributes – Customer # 10007603Method – QM02 - Change Quality NotificationEvent – Created

What is important? Where you find Business Objects, the groundwork has been laid for Workflow, and SAP standard workflows may exist.Use transaction SWO1 to look for Business Objects.Use the “where used” button to see if Workflows exist.

Workflow Integration

Notification Business Objects BUS2078 – Quality NotificationsQMSM – Quality Notification Tasks

Other Business Objects of Interest

BUS2045 – Inspection Lot

Events – The Link to Workflow

Events for Notifications – BUS2078Check using Transaction SWO1If new events are needed, you must extend this object type:First, create a subtype using SWO1Extend the subtype by creating the new event definition (make sure to activate and release the new event definition as well as the subtype)Activate delegation for the subtype

Events – The Link to Workflow

Events – The Link to Workflow

Options for linking EventsStatus Management (User Status)Programming in user exit or batch jobBusiness Objects need to be extendedPossible to use start conditions

Agent Assignment

Who gets a workflow?Can be determined by User, position, role or authorization groupMany times, A function module embedded in a role is used to determine who gets a taskRole 172 – Finds the person responsible for a notification (usually a coordinator)Role 174 – Finds person responsible for processing a taskCheck Function group QQWF to find and copy these modules

Standard Role – (PFAC)

Partner Customizing

Standard Roles in SAP Notification Workflow key on Coordinator and User Responsible for tasksSome possibility to have these partners generated (function module or user exit – QQMA0019)

What is important? Oftentimes partner screen is the right place to put data.

Partner functions - Customizing

Assign Partner Functions to Notification Type

Partners must be defined in Procedure

Can generate Partners (Generate Button)

Activates Approval Step in WF

Workflow Customizing

Use “Automatic Customizing” to get basic Workflow functionality up and running (SWU3)If HR is implemented and you’ve been through an upgrade, check OSS NotesCustomizing will need to be done in each system – Development, Quality Assurance, ProductionCustomizing Settings in Production may need to be adjusted based on load – consider a consultant here.Get your Basis folks involved early – you’ll need user WF-BATCH set up.Get a sandbox set up early – the best way to learn is by doing!

Workflow Customizing – SWU3

Click this button until green light appears

SAP Standard Templates

Workflow definition – Events and Methods can be knitted together to form workflow definitions (single- step tasks, templates or multi-step tasks)Agent assignment determines who may process a certain step.

What is important? Use PFTC or PFTC_DIS to display Workflow definitionsThe graphical editor gives you a visual overview of the steps involved in the process.Double-clicking allows you to view step detailsTriggering events show you how workflows are started.

SAP Standard Templates

Notification Processing – Task Processing – Flow Chart

Task CreatedTSOS

Task Released

TSRL

To User Resp.(IQS12)

Task Completed

TSCO

End

User Resp.Changed

User Resp.Changed

SAP Standard Templates

Notification Processing – Task Processing Details

WS00200063 – Complete TaskWS00400064 – User Responsible Changed Evaluate carefully how many users to involve

What is important? Two templates are used to manage task processingWork item Task vs. Notification task is very confusing!

SAP Standard Templates - PFTC

Use Graphic Interface to View

Logic of WF

Triggering Events Activated Here

Additional Data>Agent Assignment>Maintain

Task Templates – Event Linkage

Double Click on this button to activate link

Task Template –Agent Assignments

Click this button to insert a new allowed agent

Task Template – Graphical Editor

This step links to IQS12 (Process Task)

SAP Standard Templates

Notification Processing – Coordinator Flow Chart

Notif.CreatedOSNO

Notif.In process

NOPR

To CoordinatorNotification in

Process - (QM02)

While OSTSOutstanding tasks End

CoordinatorChanged

CoordinatorChanged

To CoordinatorComplete

Notification (QM02)

While ATCOAll Tasks Comp.

NotificationComplete

NOCO

SAP Standard Templates

Notification Processing – Coordinator Workflows

WS24500047 – Notification Processing TemplateWS03100019 – General Notification Processing Approval Step PossibleAccommodates Change in Coordinator, Monitoring of Outstanding Tasks

What is important? Older versions have three separate templates – if you need a simple process, consider copying these.Coordinator needs to understand notification structure.

Notification Template – Graphical Editor

Very complicated template to follow

Standard WF Notification Customizing

WF Customizing – Agent Assignment

Similar to PFTC agent assignment, highlight

element and click button to insert agent

WF Customizing – Event Linkage

Click button to activate event linkage

Example Scenario

Customer Complaint & Root Cause/Corrective Action

Create Administer Investigate Correct

Delivery

- Material

- Sold-To

- Carrier

- Quantities

- Sales Org

Coordinator

Coding/Defect

Coding

Investigator

Put In Process

Confirm Defect

Investigation Text

Root Cause and Text

Assign Corrective Action

Valuate

Implement

Verify

Print Summary

Close With Customer

Workflow

End Processing

Close

Workflow Workflow Workflow

Modifying the Coordinator Templates

Have Processing determined by partners attached to notification – consider user exit to automate partners (example – Carrier, Coordinator by plant)Consider User Status to drive the division between workflow/reporting based processes (Handoff to Manufacturing for RCA)Sales, Procurement and Manufacturing processes all need to be considered

What is important? Think about best place to put data for reporting and work backwards (true for notifications in general)

Modifying the Coordinator Templates

Avoid including everyone in Workflow process – start with a core group and then move outward. (training costs, support for the occasional participant) Consider extending to Outlook/Lotus Notes for those not comfortable in SAP.Put meaningful information in text.

What is important? Assess the likelihood that users will fail in their attempt to recognize and/or process a workflow

The Workflow Folder in SBWP

Details of highlighted work item

List of work items

Notification In Process Workflow

QM02 on double-clicking work item “Process”

Complete Task Workflow

IQS12 on double-clicking work item “Complete 0002”

Complete Task Workflow

Coordinator work item changes to “Complete”

when ATCO

Other Ideas

Use notifications to improve communication between departments – Example – Invoice Disputes

Can be implemented in a matter of weeks using standard workflow templatesGetting data in SAP allows for combination with financial/logistic dataNo organization planning needed if right master data is there

BAPI and Web interfaces allow for “Self-Service” applications - customers/vendors could create or input data

Next steps you can do now

Here’s a very decent new book on WF: Practical Workflow for SAP – Rickayzen et al.

www.sap-press.com

Use the cost justification form provided to help evaluate candidate processes

Look for processes that will back within one year

Include reduced cycle time as added pay capacity

Calculate the benefit of defect reduction

This is a chance to demonstrate the benefits of an integrated system – capture the soft benefits as well

Cost Benefit Template

Benefit

avg. time to process object/old

avg. time to process object/new

# objects per year/old

average value per object

Benefit = value * # objects old * ({(new time) / (old time)} - 1)

Cycle Time Reduction A1 A2 A3 A4 A = A4*A3*((A2/A1)-1)

avg. labor to process object/old

avg. labor to process object/new # objects per year

Benefit = # objects * (labor old - labor new)

Labor Savings B1 B2 B3 B = B3*(B1-B2)

cost to fix/correct error

# of errors per year/old

# of errors per year/new

Beneift = cost * ( errors old - errors new )

Error Reduction C1 C2 C3 C = C1*(C2-C3)Total Beneift TB = A + B + C

Cost

Requirements gathering (labor) Design/develop (labor)

Test/Prepare production MD Initial Training

One-time cost = Requirements+Design+Test+Training

Implementation (once) D1 D2 D3 D4 D = D1+D2+D3+D4Administration (Labor + Training) Support (help desk) Training (User)

On-going cost = Admin+Suppoort+Training

Maintenance (ongoing) E1 E2 E3 E=E1+E2+E3First year cost FYC = D+EOn-going cost OGC = E

Cost/Benefit Analysis for a workflow process

Good rule of thumb: look for processes where TB>FYC (Payback less than 1 year)

Next steps you can do now

Here are things to look for in terms of finding a good WF candidate process.

Value of reduced process timeHuman factorRepetitive nature of processCost of failure Where could application of rules give process needed transparency?Manageable number of usersExisting Workflow infrastructure (Business objects, Templates)People complain about the process today

Next steps you can do now

Get a sandbox set up so that you can start experiencing with workflow – turn on the basic notification templates.Consider training for internal workflow resources.For simpler processes, spot consulting might be enough, so start simple – you might even be able to do it yourself.As processes become more complex, need for functional/technical support becomes more critical.

Your Turn

Questions?

Thank you for attending!

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Session Code: 3901