RMA Process - archive.sap.com

Lori JaegerFebruary, 2008

RMA Process

© SAP 2007 /

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 /

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

http://www.flexfs.com/images/molecules.jpg

© SAP 2007 /

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 /

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 /

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


None

© SAP 2007 /

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


If more approval isneeded by highermanagement, it isdone outside thisapplication andthe RMA isapproved onlyafter all internalapprovals havebeen received

© SAP 2007 /

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)


None

© SAP 2007 /

Customer Returns Merchandise

Receives RMAand returns

parts

Customer

SystemStep by

Role

None

AutomaticSystem

Processing

None


Customerreceives e-mailnotification withRMA number andresponse form

Customer printsresponse form,attaches it topackages, andships parts

© SAP 2007 /

Merchandise Received with Discrepancies


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


Receivingemployeecompares theparts in the box tothe details on thescreen

© SAP 2007 /

Merchandise Receiving Employee Error


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


© SAP 2007 /

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


CSR goes toreceiving to solvediscrepancies.Manually notifythe receivingemployee thatthings are nowO.K.

© SAP 2007 /

Merchandise Received


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


Receivingemployeecompares theparts in the box tothe details on thescreen

Physically movethe parts to thelocation providedin the notes

© SAP 2007 /

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


None

© SAP 2007 /

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


Inspectorphysicallyinspects the parts

© SAP 2007 /

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


None

© SAP 2007 /

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


CSR may havevariousconversationswith the customerabout dispositionof parts

© SAP 2007 /

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 /

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 /

RMA Completion

RMAclosed

CSR

SystemStep by

Role

CSR accesses theRMA via thesearch screen andchanges thestatus of RMAitems to closed

AutomaticSystem

Processing

None


None

© SAP 2007 /

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 /

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 /

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

https://www.sdn.sap.com/irj/sdn/bpx-industries

© SAP 2007 /

Secondary colors100%

Primary colors100%

RGB 158/48/57

Tertiary color

Definition and halftone values of colors

RGB 68/105/125

RGB 96/127/143

RGB 125/150/164

RGB 152/173/183

RGB 180/195/203

RGB 4/53/123 RGB 240/171/0 RGB 102/102/102RGB 153/153/153RGB 204/204/204

RGB 21/101/112

RGB 98/146/147

RGB 127/166/167

RGB 154/185/185

RGB 181/204/204

RGB 85/118/48

RGB 110/138/79

RGB 136/160/111

RGB 162/180/141

RGB 187/200/172

RGB 119/74/57

RGB 140/101/87

RGB 161/129/118

RGB 181/156/147

RGB 201/183/176

RGB 100/68/89

RGB 123/96/114

RGB 147/125/139

RGB 170/152/164

RGB 193/180/189

RGB 73/108/96

RGB 101/129/120

RGB 129/152/144

RGB 156/174/168

RGB 183/196/191

RGB 129/110/44

RGB 148/132/75

RGB 167/154/108

RGB 186/176/139

RGB 205/197/171

RGB 132/76/84

RGB 150/103/110

RGB 169/130/136

RGB 188/157/162

RGB 206/183/187

85%

70%

55%

40%

RGB 158/48/57

85%

70%

55%

40%

100%

© SAP 2007 /

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RMA Process - archive.sap.com

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