Product Service Letter

SAP CRM 7.0 Detailed View

SAP CRM 7.0 – Service

Product Service Letter Management

Version Final 1.0, September 2008

© SAP 2008 /

SAP CRM ServiceThe complete portfolio

SAP delivers best-run service management

Service Sales & Marketing

Service Contracts & Planning

Installations & Maintenance

Customer Service & Support

Field Service Management

Returns & Depot Repair

Warranty & Claim Management

Service Logistics & Finance

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Warranty and Claim Management Minimize Costs and Effort

Business Requirements

Solution Highlights

Customer and vendor warrantyProduct and warranty registrationRecall handlingWarranty claims processing

Warranty Claim

Customer Reimbursement

VendorReimbursement

Credit Posting

Warranty Validation

VendorIntegration

Legal issue to track and repair serious technical failuresValidation of customer claimsCost reduction through supplier warranty reimbursement

Use of warranty registration to better know end customersEfficient collaboration with business partnersAutomated warranty and claim processes

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1. Overview2. Current Solution3. Further Information

Content

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Introduction

Product Service Letters (PSLs) are part of major business processes and often an expensive exercise. A PSL in the flavor of a safety recall destroys years of brand-building. This can happen within almost every industry.

Product Service Letter Management is an effective solution that manages the product risk (fast identification of the problems, the affected products, their distribution patterns, overall estimated cost impacts, triggering of the necessary PSL investigation actions) and monitors the operational execution process.

Service Providers/Dealers have to capture and comply to the directives issued by the manufacturer. This operational process of corrective measures, returns, replacements, compensations is managed in an effectively manner to minimize the impact of PSLs on their operations.

This only can achieved by the use of an integrated Product Service Letter Management system.

This solution focuses on the operational side (Service Provider/Dealer) and less on the manufacturer product issues such as product alert system, affected product determination, distribution (diffusion) localization, notification (employees, partners, distributors, media, legal authorities) and product analytics.

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Product Service Letter

FunctionThe Product Service Letter (PSL) is the official document issued by the manufacturer (mostly) documenting a service directive/request for a certain range of products and the conditions of the service to be performed or to recall a list of service parts

The reason for issuing a service letter is mostly either a potential or identified technical failure and/or avoiding costly correction measures of the product.

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Product Service Letter

OEM SupportSupport for an OEM to maintain, distribute, and analyze PSLs

Distribute to other partners (and systems)

Enable the OEM to generate the necessary reports for various authoritiesand organizations

Multi-tier SupportOEM distributes the PSLs to Dealers and Service ProvidersThe Dealers and Service Providers can then again distribute it within their organization or region

Dealer/Service Provider SupportElectronically receive PSLs

Electronically send PSL status to issuer

Support for a Dealer/Service Provider to maintain, distribute and analyze theirown PSLs

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Product Service Letter – Scenario 1

Product Service Letter Processing (Service Provider Side)

Solution covering the Dealer/Service Provider operational side of PSL management

Automatic load of PSLs including service template to store the details regarding the activities to be performed

Manual creation of PSL and service template and linking of these

Search for affected products (individual objects) when creating a PSL

Search for valid PSLs when referencing an individual object in the service order

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OEM determines a PSL is required

11

Product Service Letter Processing

33

Assigns PSL to service order for customer’s

individual object

55

Changes status of PSL and informs OEM

22

77

Service manager

analyzes PSL

44

Performs and confirms service order

with PSL

Service provider receives PSL and informs customers

Sets amount allocation and bills partners

66

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Scenario: Product Service Letter Processing

22

11

33

The OEM determines that a product improvement is needed for one of its products and creates a Product Service Letter that is sent to the dealers and service providers concerned. The OEM sends information regarding the tasks, parts, and tools required by the PSL.

The dealer receives the PSL and updates his service system with the information. The additional information regarding the tasks, parts, and tools is created as a service template. The service template is linked to the PSL. The dealer then informs the customers if necessary.

When a customer orders service for an equipment where a valid PSL exists, the system determines open service letters and/or the service manager enhances the service order with a PSL-relevant task


Recall Management for Service Parts

Solution covering the OEM or supplier operational side of PSL management

Manual creation of recall PSLs including:a customer list or target group of customers who should be informeda list of service parts and (if required) the relevant serial numbers that have to be returned

Customers are informed automatically

Customers are able to monitor the available PSLs within the customer portal

Manual creation of return requests with reference to existing recall PSLs


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Recall Managementfor Service Parts

Analyzes defects that have occurred

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2 3

5

1

6

Creates recall including a list of recalled service parts and

assigns target groupReceives E-Mail about

new recall

Creates return request with reference to

recall

Enters service partsto be returned

7

Inspects returned service parts

Creates credit memo

8Packs parts and

returns

Scenario: Recall Management for Service Parts

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2

3

4

The service manager of the OEM analyzes the occurring defects. He decides to recall all service parts related to a particular defect.

The service manager creates a recall product service letter and enters the list of recall products. In addition he enters the target group of the customers concerned.

The customer receives an E-Mail for the new recall.

The customer logs on to the OEM portal and creates a return request with reference to the relevant recall.

Scenario: Recall Management for Service Parts

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6

7

8

The customer enters the service parts and the quantity he wants to return.

The customer packs the service parts and quantities he wants to return in handling units.

The warehouse clerk inspects the received service parts and quantities and accepts the inbound delivery.

The billing clerk creates a credit memo for the returned service parts and quantities.


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PSL Service Parts Order Processing

Solution covering the OEM or supplier operational side of PSL management

Manual creation of Fix Order PSLs including:a customer list or target group of customers who should be informeda sales template to store the service parts and quantity to be exchangeda list of individual objects the PSL is valid for

Manual creation of PSL and sales templates and linking of these

Customers concerned are informed automatically

Customers are able to monitor the available PSLs within the customer portal

Manual creation of fix orders with reference to PSL and individual object information


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PSL Service PartsFix Ordering

Analyzes defects that have occurred

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2 3

5

1

6

Creates salestemplate

Creates PSL including a list of individual objects and assigns

target group and sales template

Receives E-Mail

Creates fix order with reference to PSL and enters individual

object information

7

Receives service parts

Repairs and exchanges

Scenario: PSL Service Parts Fix Ordering

1

2

4

3

The service manager of the OEM analyzes the occurring defects. Product improvements require an exchange of service parts.

The service manager creates a sales order template with the list of service parts to be exchanged and the according quantity.

The service manager creates a recall product service letter and enters the list of individual objects. In addition he assigns the target group of the customers concerned and the sales template.

The customer receives an E-Mail about the new fix order PSL.

Scenario: PSL Service Parts Fix Ordering

5

6

7

The customer logs on to the OEM portal and creates a fix order with PSL reference and enters the individual object for which the fix order is valid.

The customer receives the service parts.

The warehouse clerk inspects the received service parts and quantities and accepts the inbound delivery.

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Content

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Product Service Letter Managementin the WebClient UI

Navigation via Service Orders → Product Service LettersFlexible Search and Personalization optionsPossibility to create personalized Saved Searches (e.g. “My Product Service Letters”

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Product Service Letter Details

The most important information at a glance:Information that is valid for the PSL document as a whole (e.g. PSL ID, Description, Priority, Status, Validity, Reference Objects, ..)Reference can be made to a sales or service order template, depending on the PSL type. The sales order includes the list of service parts to be exchanged. The service order template includes the list of services to perform and service parts to be exchanged.

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Product Service Letter Items andReference Objects

PSL ItemsLists the affected objects at the Dealer/Service Provider siteProvides an overview of the current processing status of each object for which the PSL is valid(used to track the completion status for the affected range of products)

Reference ObjectsContains information of the reference objects for which the PSL is valid

In the case of a recall, the list of recalled service partsIn the case of a fix order PSL or service order PSL, the list of individual objectsIf required, valid number range (for example, R/3 Serial Number, License Plate Number, Product ID, VIN Number range)

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Product Service Letter Target Groups & Scheduled Actions

Target GroupsPossible to enter pre-defined customer groups that are affected by the product recall,enabling the PSL to be sent out to targeted customers

Scheduled ActionsPossible to view available actions, execute these, and to see a list of actions that have been executedSAP supplies a standard action that automatically creates PSL items for the reference object range specified

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Product Service Letter – Customer Portal

Customer Portal

Fix order product service letters and recall product service letters are available within the customer portal

The Service Provider can use the OEM portal for recall product service lettersMonitor the existing released PSLsDisplay a selected PSL and check the relevant data such as recall productsCreate recall return requests where he can enter the products and quantities he wants to return

The Service Provider can use the OEM portal for fix order product service letterMonitor the existing released PSLsDisplay a selected PSL and check the relevant data such as service parts to exchangeCreate recall fix orders where he can enter the individual object and the system proposes the service parts and quantities to exchange

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Applicable and Targeted Industries (1)

All industries that provide services for their customers, for example:

High TechSoftware/hardware installation and upgrade servicesIT helpdesk support and hotline services

Industrial Machinery & ComponentsScheduled inspections and servicesBreak-fix repair servicesProduct recall services

Engineering, Construction & OperationsCommissioning and decommissioning servicesPreventive and predictive maintenance services

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Applicable and Targeted Industries (2)

Service ProvidersProfessional and consultancy services

Utilities and TelecommunicationsEnergy supply, connection, and meter reading servicesBroadband, cable, mobile communication services

Consumer ServicesConsumer appliance repair servicesHome services (HVAC)Complaints and returns processingContract and warranty services

Public SectorPublic administration services via the internet

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Further Information

SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm

SAP CRM – Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/crm

SAP Public Webhttp://www.sap.com/crm

© SAP 2008 /

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Product Service Letter

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Transcript of Product Service Letter