LO710_v46c_en_2001_07

LO710 Problem Processing with Quality Notifications

LO710

Release 630 01.10.2003

LO710 Problem Processing with Quality Notifications.................................................................................................0-1

Copyright....................................................................................................................................................................0-2

Quality Management (QM)....................................................................................................................................0-3

Course Prerequisites...............................................................................................................................................0-4

Target Group..........................................................................................................................................................0-5

Course Overview........................................................................................................................................................1-1

Course Overview Diagram.....................................................................................................................................1-2

Course Overview: Business Scenario.....................................................................................................................1-3

Course Overview: Unit Objectives.........................................................................................................................1-4

Course Content.......................................................................................................................................................1-5

Position of QM.......................................................................................................................................................1-6

Elements of mySAP PLM Quality Management...................................................................................................1-7

Course Overview: Unit Summary..........................................................................................................................1-8

Problem Processing with Quality Notifications.........................................................................................................2-1

Problem Processing with Quality Notifications: Unit Objectives..........................................................................2-2


Problem Processing: Business Scenario.................................................................................................................2-4

Using Quality Notifications....................................................................................................................................2-5

Continuous Process Improvement..........................................................................................................................2-6

Procedure for Problem Processing.........................................................................................................................2-7

Example: Customer Complaint..............................................................................................................................2-8

Problem Processing with Quality Notifications: Unit Summary...........................................................................2-9

Definition and Structure.............................................................................................................................................3-1

Definition and Structure: Unit Objectives..............................................................................................................3-2


Definition and Structure: Business Scenario..........................................................................................................3-4

Notifications in the SAP System, Overview..........................................................................................................3-5

Notifications in the SAP System, Associations......................................................................................................3-6

Quality Notifications in the Logistics Supply Chain..............................................................................................3-7

Structure of a Quality Notification.........................................................................................................................3-8

Contents of a Quality Notification - General Data.................................................................................................3-9

Contents of a Quality Notification - Partners.......................................................................................................3-10

Contents of a Quality Notification - Notification Item........................................................................................3-11

Contents of a Quality Notification - Cause..........................................................................................................3-12

Contents of a Quality Notification - Activity.......................................................................................................3-13

Contents of a Quality Notification - Task............................................................................................................3-14

Elements of the Quality Notification System.......................................................................................................3-15

Definition and Structure: Unit Summary.............................................................................................................3-16

Data for Exercises................................................................................................................................................3-17

Data for Exercises (IDES)....................................................................................................................................3-19

Definition and Structure of a Quality NotificationExercises...............................................................................3-22

Definition and Structure of a Quality NotificationSolutions................................................................................3-23

Catalogs and Catalog Profiles....................................................................................................................................4-1

Catalogs and Catalog Profiles: Unit Objectives.....................................................................................................4-2


Catalogs and Catalog Profiles: Business Scenario.................................................................................................4-4

Using Catalogs.......................................................................................................................................................4-5

Catalog Types.........................................................................................................................................................4-6

Catalog Hierarchy...................................................................................................................................................4-7

Catalogs: Exercises.................................................................................................................................................4-8

Catalogs: Solutions.................................................................................................................................................4-9

Catalog Types in the Notification Type...............................................................................................................4-12

Catalog Profile......................................................................................................................................................4-13

Creating a Catalog Profile (1)...............................................................................................................................4-14

Creating a Catalog Profile (2)...............................................................................................................................4-15

Entry in a Catalog Profile.....................................................................................................................................4-16

Determining the Catalog Profile...........................................................................................................................4-17

Catalog profile: Exercises.....................................................................................................................................4-18

Catalog profile: Solutions.....................................................................................................................................4-22

Catalogs and Catalog Profiles: Unit Summary.....................................................................................................4-23

Problem Processing in Procurement...........................................................................................................................5-1

Problem Processing with Quality Notifications: Unit Objectives..........................................................................5-2


Problem Processing in Procurement: Business Scenario.......................................................................................5-4

Process 1: Complaint Concerning a Wrong Delivery............................................................................................5-5

Triggering a Quality Notification...........................................................................................................................5-6

Complaint Against Vendor with Reference Object................................................................................................5-7

Transfer Posting of Goods......................................................................................................................................5-8

Create a Return Delivery........................................................................................................................................5-9

Credit/Debit Memo...............................................................................................................................................5-10

Process 2: Quality Inspection with Defects Recording........................................................................................5-11

Triggering a Quality Notification (Defects Recording).......................................................................................5-12

Planning Defects Recording.................................................................................................................................5-13

Determining a Catalog Profile for Defects Recording.........................................................................................5-14

Defects Recording/Activating the Quality Notification.......................................................................................5-15

Displaying Related Quality Notifications............................................................................................................5-16

Displaying Buyer's Negotiation Sheet..................................................................................................................5-17

Printing a Quality Notification.............................................................................................................................5-18

Requesting an 8D-Report.....................................................................................................................................5-19

Vendor Evaluation................................................................................................................................................5-20

Vendor Evaluation: Criteria.................................................................................................................................5-21

Relevant Elements for Vendor Evaluation...........................................................................................................5-22

Problem Processing in Procurement: Unit Summary...........................................................................................5-23

Problem Processing in Procurement: Unit Summary (2).....................................................................................5-24

General Functions: Unit Summary (1).................................................................................................................5-25

Problem Processing in Procurement Exercises....................................................................................................5-26

Problem Processing in ProcurementSolutions......................................................................................................5-30

Internal Problem Notifications...................................................................................................................................6-1

Internal Problem Notification: Unit Objectives.....................................................................................................6-2


Internal Problem Notifications: Business Scenario................................................................................................6-4

Problems During the Production Process...............................................................................................................6-5

Creating an Internal Problem Notification with Reference Object........................................................................6-6

Classification: Definition of Terms........................................................................................................................6-7

Searching in the Classification System..................................................................................................................6-8

Creating a Notification at Order Confirmation......................................................................................................6-9

Request to Deviate from Specification.................................................................................................................6-10

Creation of Complaints Against the Vendor from an Existing Notification.......................................................6-11

Quality Inspection During Production..................................................................................................................6-12

Defects Recording in Production..........................................................................................................................6-13

Quality Notification Status:..................................................................................................................................6-14

Activating a Quality Notification.........................................................................................................................6-15

Status Management for Quality Notifications......................................................................................................6-16

General Status Management (1)...........................................................................................................................6-17

General Status Management (2)...........................................................................................................................6-18

SAP Business Workflow - Internal Problems......................................................................................................6-19

Quality Notification and SAP Business Workflow..............................................................................................6-20

Internal Problem Notification: Unit Summary.....................................................................................................6-21

Internal Problem Notifications: Unit Summary (2)..............................................................................................6-22

Internal Problem Notifications Exercises.............................................................................................................6-23

Internal Problem Notifications Solutions.............................................................................................................6-27

Customer Complaint...................................................................................................................................................7-1

Customer Complaint: Unit Objectives...................................................................................................................7-2


Customer Complaints: Business Scenario..............................................................................................................7-4

Customer Complaints.............................................................................................................................................7-5

Customer Complaint Using the Internet (1)...........................................................................................................7-6

Customer Complaint Using the Internet (2)...........................................................................................................7-7

Customer Complaint (Internet) Exercises..............................................................................................................7-8

Customer Complaint (Internet) Solutions............................................................................................................7-12

Creating a Customer Complaint with Reference Object......................................................................................7-15

Determining Tasks - Monitoring Response Time................................................................................................7-16

Displaying the Sales Summary.............................................................................................................................7-17

Action Log for the Quality Notification...............................................................................................................7-18

Follow-Up Actions for Tasks (1) - Maintain Catalog..........................................................................................7-19

Follow-Up Actions for Tasks (2): Customizing...................................................................................................7-20

Returns and Repairs Processing (RMA)..............................................................................................................7-21

Processing a Quality Notification - RMA (1).......................................................................................................7-22

Entering Returns - RMA (2).................................................................................................................................7-23

Processing Returns - RMA (3).............................................................................................................................7-24

Creating a Quality Notification for an Original Document..................................................................................7-25

Quality Notifications - Link to DMS....................................................................................................................7-26

Customer Complaint: Unit Summary...................................................................................................................7-27

General Functions: Unit Summary (2).................................................................................................................7-28

Customer Complaints: Exercises..........................................................................................................................7-29

Customer Complaints Solutions...........................................................................................................................7-32

Internet Service Request.............................................................................................................................................8-1

ISR: Unit Objectives.............................................................................................................................................8-2


ISR - Basic Logic...................................................................................................................................................8-4

Notifications - Problems, Questions, Requests .....................................................................................................8-5

Procedure................................................................................................................................................................8-6

Internet Service Request.........................................................................................................................................8-7

ISR - Uses and Requirements.................................................................................................................................8-8

ISR - Example from Public Sector.........................................................................................................................8-9

Easy Entry of Notifications..................................................................................................................................8-10

R/3 Client/Server Architecture with ITS..............................................................................................................8-11

ISR: Unit Summary..............................................................................................................................................8-12

QM Order...................................................................................................................................................................9-1

QM Order: Unit Objectives....................................................................................................................................9-2


QM Order: Business Scenario................................................................................................................................9-4

Controlling Overhead Costs in the SAP System....................................................................................................9-5

Cost Processing Using QM Order..........................................................................................................................9-6

Elements of a QM Order........................................................................................................................................9-7

Creating a QM Order..............................................................................................................................................9-8

Link: Quality Notification/QM Order....................................................................................................................9-9

Settling a QM Order.............................................................................................................................................9-10

Cost Report for QM Order...................................................................................................................................9-11

QM Order: Unit Summary (1)..............................................................................................................................9-12

QM Order: Unit Summary (2)..............................................................................................................................9-13

Evaluations...............................................................................................................................................................10-1

Evaluations: Unit Objectives................................................................................................................................10-2

Course Overview Diagram...................................................................................................................................10-3

Evaluations: Business Scenario............................................................................................................................10-4

Reporting: Evaluations Using Lists......................................................................................................................10-5

Create Worklists Using Lists................................................................................................................................10-6

Summarization of Notifications in QMIS............................................................................................................10-7

Information Structure for the Notification...........................................................................................................10-8

Characteristics and Key Figures for the Info Structures......................................................................................10-9

Evaluations in QMIS..........................................................................................................................................10-10

Standard Analyses..............................................................................................................................................10-11

Early Warning System........................................................................................................................................10-12

Periodic Analysis................................................................................................................................................10-13

SAP Business Information Warehouse (BW)....................................................................................................10-14

Workbook with Embedded Query......................................................................................................................10-15

Workbook with MS Excel Graphic....................................................................................................................10-16

Comparison of Evaluation Options....................................................................................................................10-17

Evaluations: Unit Summary...............................................................................................................................10-18

Evaluations Exercises.........................................................................................................................................10-19

Evaluations Solutions.........................................................................................................................................10-22

Solution Database.....................................................................................................................................................11-1

Solution Database: Unit Objectives......................................................................................................................11-2


Solution Database: Business Scenario..................................................................................................................11-4

Use in Various Applications.................................................................................................................................11-5

Users and Administrators.....................................................................................................................................11-6

Structure of Solution Database.............................................................................................................................11-7

Solution Database for Notification Processing.....................................................................................................11-8

Search Request Procedure (Overview).................................................................................................................11-9

Creating a Quality Notification..........................................................................................................................11-10

Search for Symptoms.........................................................................................................................................11-11

Displaying and Selecting Symptoms..................................................................................................................11-12

Displaying and Selecting Solutions....................................................................................................................11-13

Displaying and Selecting Tasks..........................................................................................................................11-14

Solution Database: Unit Summary.....................................................................................................................11-15

Solution Database: Exercises.............................................................................................................................11-16

Solution Database: Solutions..............................................................................................................................11-18

Customizing..............................................................................................................................................................12-1

Customizing: Unit Objectives..............................................................................................................................12-2


Customizing: Business Scenario..........................................................................................................................12-4

Customizing Settings for Quality Notifications...................................................................................................12-5

Notification Types: Customizing (1)....................................................................................................................12-6

Notification Types: Customizing (2)....................................................................................................................12-7

Customizing: Defining Screen Areas...................................................................................................................12-8

Customizing: Defining Tab Pages........................................................................................................................12-9

Action Box (Customizing 1): Plan Follow-Up Functions..................................................................................12-10

Action Box (Customizing 2): Create Follow-Up Functions...............................................................................12-11

Action Box (Customizing 3):Define Follow-Up Functions...............................................................................12-12

Print Control: Customizing.................................................................................................................................12-13

Status Profile: Customizing................................................................................................................................12-14

Field Selection....................................................................................................................................................12-15

Configuration (Customizing-Workflow)............................................................................................................12-16

Workflow Objects for Quality Notifications......................................................................................................12-17

Customizing: Unit Summary..............................................................................................................................12-18

Customizing Exercises.......................................................................................................................................12-19

Customizing Solutions.......................................................................................................................................12-21

SAP Support Desk....................................................................................................................................................13-1

SAP Support Desk: Unit Objectives....................................................................................................................13-2


SAP Support Desk: Business Scenario................................................................................................................13-4

Calling the Support Desk.....................................................................................................................................13-5

Link to In-House Support.....................................................................................................................................13-6

SAP Notification..................................................................................................................................................13-7

Support Desk: Unit Summary..............................................................................................................................13-8

Interfaces..................................................................................................................................................................14-1

Interfaces: Unit Objectives...................................................................................................................................14-2

Interfaces: Business Scenario...............................................................................................................................14-3

Program Enhancements........................................................................................................................................14-4

Customer Enhancements (1): Quality Notifications.............................................................................................14-5



Change Levels......................................................................................................................................................14-8

Procedures: Customer View.................................................................................................................................14-9

Communication Using BAPIs............................................................................................................................14-10

Interfaces: Unit Summary...................................................................................................................................14-11

Appendix A: Vendor Evaluation..............................................................................................................................15-1

Vendor Evaluation: Unit Objectives....................................................................................................................15-2

Vendor Evaluation: Business Scenario................................................................................................................15-3

Vendor Evaluation: Criteria.................................................................................................................................15-4

Subcriteria of the Score........................................................................................................................................15-5

Calculating the Complaint Score..........................................................................................................................15-6

Relevant Elements for Vendor Evaluation...........................................................................................................15-7

Vendor Evaluations..............................................................................................................................................15-8

Vendor Evaluation: Unit Summary......................................................................................................................15-9

Vendor evaluation Exercises..............................................................................................................................15-10

Vendor Evaluation Solutions..............................................................................................................................15-12

SAP Business Workflow..........................................................................................................................................16-1

SAP Business Workflow: Unit Objectives...........................................................................................................16-2

Workflow: Business Scenario..............................................................................................................................16-3

SAP Business Workflow - Basic Elements..........................................................................................................16-4

Event Receiver......................................................................................................................................................16-5

Workflow Objects for Quality Notifications........................................................................................................16-6

Configuration (Customizing-Workflow)..............................................................................................................16-7

Workflow: Unit Summary....................................................................................................................................16-8

Appendix B: General Information............................................................................................................................17-1

Recommended Follow-Up Courses......................................................................................................................17-2

PLM405: Quality Inspections..............................................................................................................................17-3

PLM415: QM in Procurement..............................................................................................................................17-4

PLM420: QM in Discrete Manufacturing............................................................................................................17-5

PLM421: QM in the Process Industry..................................................................................................................17-6

PLM425: QM in Sales and Distribution/Quality Certificates..............................................................................17-7

LO750: QM Configuration and Organization......................................................................................................17-8

Hints.....................................................................................................................................................................17-9

0

SAP AG 2001

LO710 Problem Processing with Quality Notifications

SAP AG

LO710LO710Problem Processing with Quality Notifications

Problem Processing with Quality Notifications

R/3 Release 4.6C July 2001 50047309

0.2

SAP AG 2002

Copyright 2002 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice.

Copyright

Notes on Trademarks: Some software products marketed by SAP AG and its distributors contain proprietary software

components of other software vendors. Microsoft®, WINDOWS®, NT®, EXCEL®, Word®, PowerPoint®, and SQL Server® are registered

trademarks of Microsoft Corporation. IBM®, DB2®, OS/2®, DB2/6000®, Parallel Sysplex®, MVS/ESA®, RS/6000®, AIX®, S/390®, AS/400®,

OS/390®, and OS/400® are registered trademarks of IBM Corporation. ORACLE® is a registered trademark of ORACLE Corporation. INFORMIX®-OnLine for SAP and INFORMIX® Dynamic ServerTM are registered trademarks

of Informix Software Incorporated. UNIX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group. HTML, DHTML, XML, and XHTML are trademarks or registered trademarks of W3C®, World Wide

Web Consortium, Massachusetts Institute of Technology. JAVA® is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT® is a registered trademark of Sun Microsystems, Inc., used under license for technology

developed and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP

EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo, and mySAP.com are trademarks or registered trademarks of SAP AG in Germany and several other countries all over the

world. All other products mentioned are trademarks or registered trademarks of their respective companies.

0.3

SAP AG 1999

Quality Management (QM)

Quality Management

LO170 3 days

Quality Inspections

LO705 3 days

Level 2 Level 3

Quality Notifications

LO710 3 days

QM Organization and Configuration

LO750 3 days

QM in the ProcessIndustry

LO721 3 days

QM in Sales and Distribution / QualityCertificates

LO725 2 days

QM inProcurement

LO715 3 days

QM in Discrete and RepetitiveManufacturing

LO720 2 days

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Recommended:

SAP01 - SAP Overview

Course Prerequisites

0.5

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Participants:

The PLM410 course is aimed at members of the project team

Duration: 3 days

Target Group

Notes to the user The training materials are not teach-yourself programs. They complement the course instructor's

explanations. On the sheets, there is space for you to write down additional information.

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Course Overview Diagram

Business Scenario

Unit Objectives

Course Content

Position of QM

Elements of the QM Component

Contents:

Course Overview

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Course Overview 1

3

Catalogs/Catalog Profiles 4

Problem Processing in Procurement 5

InternalProblem Notifications 6

Customer Complaint 77

Definition and Structure

2Problem Processing with


14

Evaluations 11

Support Desk 13

QM Order 10

Solution Database 12

Internet Service Request 9

Interfaces

15SAP Business Workflow

General Functions 88

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Course Overview: Business Scenario

QM System in Your

Company

The integrated SAP System comprehensively supports the elements of a quality management system. It links quality management functions with all business processes and all phases in the life cycle of a product.

A modern-day quality management system is not installed as a stand-alone solution, but is integrated in the overall business system. The SAP System enables you to fulfill the individual requirements of the ISO 9000 series of standards.

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At the conclusion of this unit, you will be able to:

Explain the integration of the QM system in logistical processes

Describe the elements of the QM system

Understand that quality notifications are an element of the QM system

Course Overview: Unit Objectives

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Course Content

Unit 8 General Functions

Unit 9 Internet Service Request

Unit 10 QM Order

Unit 11 Evaluations

Unit 12 Solution Database

Unit 13 Support Desk

Unit 14 Interfaces

Unit 15 SAP Business Workflow

Unit 1 Course Overview

Unit 2 Problem Processing withQuality Notifications

Unit 3 Definition and Structure

Unit 4 Catalogs and Catalog Profiles

Unit 5 Problem Processingin Procurement

Unit 6 Internal Problem Notifications

Unit 7 Customer Complaints

Preface

Appendix A: Vendor Evaluation

Appendix B: General Information

Appendix C: Additional Information

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Quality Management:

Integrated in the logistical processes of:

Plant Maintenance

and Customer

Service

MaterialsManagement

ProductionPlanning

Sales and Distribution

QualityManagement

Position of QM

Modern quality management systems are not stand-alone systems, but are fully integrated in the operational procedures of a company.

mySAP PLM Quality Management illustrates this by its high degree of integration in the logistical processes of Materials Management, Production Planning and Sales, as well as Plant Maintenance and Customer Service.

This is especially true for the quality notifications area.

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Quality Planning

Master data for inspection planning, material specifications

Quality inspection

Inspection lots, inspection results and defects recording

Usage decisions and follow-up actions

Sample management

Quality Control

SPC and control charts

Dynamic modification

QM Information System, vendor evaluation

Quality Certificates

Certificate profiles

Quality notification

Internal/external problem solving

Test Equipment Management

Insp. lot

npnp

Elements of mySAP PLM Quality Management

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The QM component is integrated in thelogistical processes procurement, production and sales and distribution.

In addition to the classic quality management functions of quality planning, quality inspection and quality control, the QMcomponent also contains quality certificate and quality notification functions.

Quality notifications are used to help solve internal and external problems.

Course Overview: Unit Summary

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Problem Processing with Quality Notifications

Topic Objectives


Business Scenario

Using Quality Notifications

Continuous Process Improvement

Procedure for Problem Processing

Example: Customer Complaints

Unit Summary

Contents:

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Problem Processing with Quality Notifications:Unit Objectives

The uses for quality notifications

The procedure for processing a problem

From the customer complaint, the problems aquality notification describes, the data it accesses and the options made available toyou by the link to the Workflow

At the conclusion of this unit, you will be able to explain:

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Course Overview 1

3






2Problem Processing

with Quality Notifications

14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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Problem Processing: Business Scenario

Customer complaints

Customer Vendor

QCompany

Internal problems

Complaint against a vendor

The procedure for processing problems plays an important part in the business processes of a company. It is important to process different types of problems effectively.

Problems that occur can be caused by external or internal events. Examples of these events are:

Customer complaints Complaint against a vendor Internal company problems (for example, defective materials in production)

The quality assurance department in the company is responsible for coordinating and processing these problems.

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Using Quality Notifications

Complaint upon goods receipt

Complaint against avendor

Problem notificationfrom production

Customer complaint

Customer information

Shop floorcomplaint

Internal feedback

. . .

There are many uses for quality notifications. Different business processes can be separated if you use various types of quality notifications.

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Implementation Check

TasksDescription of

problem

Continuous Process Improvement

Finding asolution Defect

Cause

Analysis

The quality notification system: Enables a problem to be solved more efficiently, especially if more than one person in the company is

involved in solving it. Supports continuous improvement of quality by checking the effectiveness of any solutions that are

identified.

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D iagnosis

D efect analysis Im m ediate tasks

Im m ediate activitiesR esearch cause

C orrective activities

C orrective tasks

P rocedure for P rob lem P rocessing

In ternal trigger

E xternaltrigger

Q uality notification

A quality notification can be processed on two levels. On the other hand there are immediate tasks and activities that provide short-term help, until an exact

diagnosis is made. On the one hand, there is the defect analysis that involves the investigation of the cause, and the

introduction of the necessary corrective tasks and activities (long-term).

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Example: Customer Complaint

Quality notification Quality notification

Quality assurance department

Customer complainsabout a product

2

Notification is created Notification is saved

Informing person responsible usingSAP Business Workflow

R/3

Identification

Description

Defects

Causes

Tasks

Activities (QM)

1 3

4

SD data Catalogs

A customer complaint can be recorded in the following ways:You create a notification with reference to an SD document (sales order, delivery note). In this instance, additional information such as material number and customer is transferred directly to the quality notification.You enter a general description of the problem and save the notification.The quality assurance department is notified using the SAP Business Workflow.

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Quality notifications are used as a tool for continuous process improvement.

A quality notification can be triggered internally as well as externally.

Quality notifications offer structures for recording the causes of defects and their corrective actions.

Existing data from the SAP System can be used to create a quality notification.

The link to the Workflow optimizes problem-solving procedures.

Problem Processing with Quality Notifications:Unit Summary

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Unit Objectives


Business Scenario

R/3 Notification Systems

Quality Notifications in the Logistics Supply Chain

Structure of a Quality Notification

Contents of a Quality Notification

Elements of the Quality Notification System

Unit Summary

Contents:


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The notification systems in R/3 and the areas to which they belong

The structure of a quality notification and how it can be used

How you can configure a quality notification

The data contained at different levels of the notification

The elements that make up the quality notification system

Definition and Structure: Unit Objectives

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Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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Definition and Structure: Business Scenario

Create Notification: Customer Complaint

SAP Notification System

Structure

Elements


The problem processing procedure differs from company to company; this means that your requirements must be handled in a flexible way.

The quality notifications in the R/3 System are extremely flexible. When defining and configuring quality notifications, you can: Use the notification types that are delivered with the standard system Define your own notification types Configure the content and structure of the notification to your own requirements

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Problem notifications of a general nature

General Notifications

Neutral notifications

Claim Notifications

Notifications for when there are deviations in projects

Service notifications

Malfunction reports concerning individual customer objects (for example, in maintenance contracts)

Maintenance notifications

Equipment malfunction reports

Activity reports

Notifications in the SAP System, Overview

PM

CS

QM

R/3 Components

Q

PS

Supporting functions and other components of the SAP system are integrated in the quality notifications function.

The SAP system differentiates between the following notification systems: General notifications (notification type 05) Quality notifications (notification type 02) in QM Maintenance notifications (notification type 01) in PM (now Asset Life-Cycle Management ALM) Service notifications (notification type 03) in CS Claim notifications (notification type 04) in PS (project system)

The following notification types are available in the SAP system: General notifications: General notification (G0), change notifications (54) Quality notifications: Customer-related defect (F1), vendor-related defect (F2), material-related

defect (F3), customer complaint (Q1), complaint against vendor (Q2), internal problem notification (Q3), general internal problem notification (Z3)

Maintenance notifications: Maintenance request (M1), malfunction report (M2), activity report (M3), malfunction report from QM (MQ)

Service notifications: Service notification (S1), activity report (S2), service request (S3)

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Notifications in the SAP System, Associations

Notification category

Notification origin

Notification type

02

Q1Customer

(Q-notification)

Q2Vendor

Q3Internal

Q1 F1 Q2 F2 Q3 F3

Tasks and settings (overview): The notification category identifies notifications that are related to a particular application

component in the system. The notification category Q2, for example, is used for quality notifications in the Standard System.

The notification origin defines the business context in which a notification is used. The following notification origins are supported by SAP for quality notifications:

Customer complaint (Q1)Complaint against a vendor (Q2)Internal problem notification (Q3)

The notification type determines the origin, the content, and other properties of a notification. You can define your own notification types in Customizing. SAP provides sample notification types, for example Q1 and F1.

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Quality Notifications in the Logistics Supply Chain

Sales ProductionProcurement

Internal problem notification

Complaints against avendor

Problemnotifications

Customer complaints

The uses for quality notifications cover the entire logistics supply chain. Customer complaints from the sales area (notification types of notification origin Q1)

Managing and processing customer complaints and grievances Customer complaints from the procurement area (notification types of notification origin Q2)

Managing and processing complaints against a vendor Internal problem notifications (notification types of notification origin Q3)

Managing and processing problems from production General internal problems

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Structure of a Quality Notification


TasksActivities Causes

ItemPartners Activities

Immediate tasks

Quality notification (header): What is the notification about? Tasks (for the header): What must be done to take immediate remedial action? Partner: Which partners (internal and external) are affected? Notification items: Which defects have been identified?

Where or in which assemblies have these defects occurred? Activities (for the header): Which short-term activities were implemented? Activities (for item): What was done, to alleviate the problem permanently? Tasks (for item): Which corrective tasks must be performed, to prevent the defect

from occurring again? Causes (for item): What are the causes of the defects?

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SAP AG 2001

Contents of a Quality Notification - General Data


Section of notification header 1

Detail data

Notification header data

3

2

Action box

Reference object: Material/plant/batch Inspection lot Purchasing document/material document Production order/production version Sales order/delivery Device data/reference number Copy model number Vendor material/batch

Problem: Catalog and long text Internal processing:

Priority Status Deadlines

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3.10

SAP AG 2003

User-defined partner functions

External partners Internal partners

Partner Functions

Contents of a Quality Notification - Partners

• Author

• Coordinator

• Department responsible

• Sold-to-party

• Contact Persons

• Vendor

• Manufacturer

• Special address

You can define your own partner functions in Customizing. A partner type must be uniquely assigned to each partner function. The partner type defines the master record (debtor, creditor, organizational unit, position, SAP user and

personnel number) that underlies the partner function. Partners are all the people/organizational units directly or indirectly affected by a notification.

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SAP AG 2001

Catalog entry for defect type (defect class)

Short text/long text

Classification

Catalog entry for defect location

Assembly/Bill of material item

Number of defects identified

Defect valuation

Nonconforming quantities

Contents of a Quality Notification - Notification Item

A notification item consists of the following elements:

Item

The information contained in the catalog provides the best basis for the evaluation of defect data. You can code a notification item according to defect type as well as defect location. You have various options to describe a defect in detail, using the link to the central SAP Classification

System. The predefined class type for notification items is class type 015.

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Catalog entry

Short text

Long text

Contents of a Quality Notification - Cause

A cause consists of the following elements:

Cause

You can supplement each notification item with a detailed description of the defect cause. You can record several causes for each defect item.

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Catalog entry

Short text

Long text

Processing

Deadlines

Quantity factor

Contents of a Quality Notification - Activity

An activity consists of the following elements:

Activity

You can use the activities to document the steps that have already been taken to solve the problem. The elements above apply to activities in the header, as well as activities for individual items in a quality

notification.

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SAP AG 2003

Catalog entry

Short text

Long text

Processing

Deadlines

Status

Partners

Follow-up action

A task consists of the following elements:

Contents of a Quality Notification - Task

Task

You can use tasks to initiate the activities to be performed. It is important to assign a person responsible for processing (partner), and to create a link to the status

management of the notification. The elements above apply to tasks in the header, as well as tasks for individual items in a quality

notification.

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3.15

SAP AG 2003

Elements of the Quality Notification System

Status Management

Workflow


Evaluations

Controlling Action Box

Action Log

Change Documents

ArchiveLink

QM Order

Documents

Classification System

Document Flow

Status management: Link to central status management at notification header level and task level (system status is predefined in the system; you can freely define user statuses in Customizing)

Document Management: Linking of documents to the quality notification Generic object services: Easy linking of documents, URLs etc to the quality notification Action Box: Executing follow-up functions with a mouse click Action Log: Record of all changes that have been made in the quality notification Classification system: Link to R/3 Classification System, to classify defect data ArchiveLink: Linking of original documents (such as complaint letters from customers) to a quality

notification; you can also archive outgoing documents Workflow: Triggering Workflow using status at notification header and task level Nonconformity costs: Recording nonconformity costs using QM orders Evaluations/Controlling: Evaluations of notification data and nonconformity costs

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SAP AG 2003

In addition to quality notifications, there are also maintenance and service notifications.

You can use quality notifications for complaints against a vendor, internal problems and customer complaints.

A quality notification contains general data, to which you can assign one or more defect items, partners, immediate tasks and activities.

You can freely define and structure a quality notification.

A quality notification allows you to record a problem in text form, and to store and evaluate the results of defect analyses.

A quality notification has a status management function, and a link to the SAP Workflow.

Definition and Structure: Unit Summary

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3.17Data for Exercises

Symbols used in the exercises and solutions

Exercises

Solutions

Course Objectives

Business Scenario

Tips & Tricks

Warning

Data Used in the Exercises

Data type Data in training system

Material T-AQ1##

Material T-AQ2##

Material T-AQ3##

Material AM2-750-A

Material T-L70A##

Vendor (material T-AQ1## and T-AQ2##)

1000

Plant (material T-AQ3##) 1000

Plant (AM2-750-A) 1000

Task list group LO710-##

Customer 1033

Cost center 4280

Cost center 4400 (quality management)(C) SAP AG LO710 17

Activity type 1420 (machine hours)

Activity type 1421 (labour costs)

Activity type 1422 (setup costs)

Order type QN01

Controlling area 1000

Business area 1000

Purchasing organization 1000

Exception LO710_##

Info structure S100

Coordinator LO710-##

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3.18Data for Exercises (IDES)

Symbols used in the exercises and solutions

Exercises

Solutions

Course Objectives

Business Scenario

Tips & Tricks

Warning

Data used in the exercises

Data type Data in IDES System

Notifications with coordinator LO710-##

Vendor: 1000

Plant: 1200

Purchasing organization: 1000

Customer complaint Material: AM2-750-A

Plant: 1000

Customer: 1033

Purchase orders from CATT Vendor: 1000

Plant: 1200


Material: DPC2000

Purchase orders from CATT Vendor: 1000

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Plant: 1200


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Production order from CATT Material: DPC6

Plant: 1200

Inspection plan Inspection plan for:

Material: DPC6

Plant: 1200

Task list group: LO710

Purchase orders, goods receipts, and invoices from CATT

Plant: 1200


Cost center Cost center: 4400

Cost center: 4280

Activity type: 1420

Activity type: 1421

Activity type: 1422

Internet scenario Internet user: 129

Password: welcome

(C) SAP AG LO710 21

3.19Definition and Structure of a Quality NotificationExercises

Unit: Definition and Structure of a Quality Notification

Topic: Defect Analysis

At the conclusion of this exercise, you will be able to:

Search for, call up and process a quality notification in the system

Document the defect analysis for a quality notification in the system.

Your company uses quality notifications to process complaints against vendors.

1-1 Notification processing

Defects were found in material T-AQ1## (## stands for your group number). Since this material was supplied by vendor 1000, you recorded this problem in a quality notification.

Search for this notification in the system and record the defects that were identified in the defect analysis. Use the defect codes that have already been prepared in the system.

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3.20Definition and Structure of a Quality NotificationSolutions

Unit: Definition and Structure of a Quality Notification

Topic: Defect Analysis

1-1 Notification processing

Logistics Quality Management Quality Notification Change

Use the field-related input help (F4), on the Extended Selection tab page, to select the required notification. Enter the following data in the selection screen:

Field name Entry

Material: T-AQ1## (## is your group number)

Vendor: 1000


On the Items tab page, record the defects that have been identified. To do this, use the field-related input help for the defect location and the defect type.

Save your notification.

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4

SAP AG 2001

Unit Objectives


Business Scenario

Using Catalogs

Catalog Profiles

Unit Summary

Contents:

Catalogs and Catalog Profiles

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SAP AG 2001


Catalogs and Catalog Profiles: Unit Objectives

The need for catalogs

The structure of a catalog

The importance of catalog types for the notification type

The meaning of a catalog profile

Where the catalog profile can be stored

How the catalog profile is determined by the system

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SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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4.4

SAP AG 2001

Catalogs and Catalog Profiles: Business Scenario

To process quality notifications efficiently, it is often advisable to categorize the problem areas according to their contents. This allows you to process problems quickly and easily.

You can use the catalog and catalog profile functions to set the system so that an appropriate selection of defect descriptions is displayed, dependent on the contents of the problem.

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SAP AG 2001

Using Catalogs

Dented

Warped Damaged

Crushed

Cracked

?Evaluation

Coding:1001 Crushed1002 . . . . .1003 . . . !

How do you evaluate descriptions? Descriptions of defects, causes, etc. can only be evaluated if you assign codes to them. These encoded descriptions are managed in catalogs. Code groups and group codes can be maintained in more than one language - an evaluation of the data is

therefore independent of language.

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SAP AG 2001

Catalog Types

Tasks

Causes

Defect location

Defect type

Coding

Activities (QM)

Catalogs

Catalog types

Catalogs are sorted into catalog types. Catalog types 0 through 9 and A through O are predefined by SAP. Catalog types P through Z can be

freely defined by the user. Catalog types 1 (characteristic attributes) and 3 (usage decisions) have a fixed assignment to certain QM

functions. You can freely define the use for all other catalog types.

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4.7

SAP AG 2003

Defect types

Monitor PC Radio

Picture is not centered

Picture distorted Miscellaneous

System does not boot Interference

No access to network

Code group 1 Code group 2 Code group 3

Catalog Hierarchy

Code 1 Code 1 Code 1

Code 2 Code 2 Code 2

Catalog type 9

Catalog type (one character, alphanumeric):Summary of code groups according to their contents (for example, defect type, defect cause)

Code Groups (maximum of 8 characters, alphanumeric):Grouping of codes according to contents (such as, monitor, PC, etc.)

Codes (maximum of 4 characters, alphanumeric):Description of a defect, cause.

The catalog type is maintained in Customizing. Code groups and codes can also be maintained in Customizing (an advantage of this is the transport

connection).

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4.8Catalogs: Exercises

Unit: Catalogs and Catalog Profiles

Topic: Catalogs


Create catalogs for processing quality notifications

Your company manufactures and sells automobile radios. You have to create the defect and cause catalogs in the course of the implementation project and define them in the system.

1-1 Create code groups and codes.

Create a code group RADIO-## (## is your group number) with the corresponding codes in each of the catalog types 9 (Defect catalog) and 5 (Cause catalog).

Create at least 4 different codes in each code group.

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4.9Catalogs: Solutions

(C) SAP AG LO710 9

(C) SAP AG LO710 10


Topic: Catalogs

1-1 Create code groups and codes.

Logistics Quality Management Quality Notification Catalog Process

Enter the following data and choose the Create/Change pushbutton.

Field name Entry

Catalog: 9

Code group: RADIO-##

Write a short text for the code group (for example, radio) and select the status Released in the Status field by using the input help (F4).

Select the code group you have just created and double-click on Codes in the dialog structure. Choose the New entries pushbutton and create 4 different codes. Select a defect class for the codes using the input help.

Save your data.

Use the procedure described above to create a code group and 4 codes for the catalog type 5.

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4.10

SAP AG 2001

Catalog Types in the Notification Type

Catalogs for:

Cat. type problems

Causes

Tasks

Activities (QM)

Object parts

Coding

9

5

2

8

E

Z

Notification type Q1

Defect types

Causes

Tasks

Activities (QM)

Defect locations

Service code

Catalog Profile

You can assign several catalogs types to a notification type in Customizing for the notification type. Subsequently, when you process this notification type, the system makes available the catalog types you

have specified In addition to these catalog types, you can also enter a catalog profile for the notification type.

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4.11

SAP AG 2003

Catalog Profile

(Partial quantities from catalogs)

Catalogs

9 - Radio*9 – Gen.*5 - Radio8 - Radio*

Filter

58

B

2

A

9

E Z

Catalog Profile

The catalog profile contains a subset of code groups and codes from different catalog types. You can use the catalog profile, for example, to plan which catalogs and code groups are available to the

user, based on the material, when results are recorded and notifications processed. Note:

The catalog profile can only be defined at the level of the code group. You should try to ensure that code groups do not contain too many codes. By limiting the number of codes, you ensure that you can later create suitable catalog profiles for your materials.

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4.12

SAP AG 2001

Creating a Catalog Profile (1)

Cat. prof. Catalog profilesCatalogs/code grps

Dialog Structure Catalogs/code groups

Catalogs/code grps 000000001

QM0000001

Radio

General catalog profile

Catalog profile for Q-notifications

Radios

TV00005 Catalog profile for television sets

You can define one or more catalog profiles in Customizing for Notification Creation (Notification Contents).

You can also define catalog profiles using the menu (SAP Menu -> Logistics -> Quality Management -> Quality Notifications -> Catalog -> Catalog Profile).

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4.13

SAP AG 2003

Creating a Catalog Profile (2)

Catalogs/code groups

Catalogs/code groups

Dialog Structure Catalogs/code groups

Catalog Profile 000000001

Catalog Code group

2

5

8

Radio*

Radio

Radio

9 Gen.*

9 Radio

You can make generic entries using "*". Example:

Code group XY* in the catalog profile means that all code groups that begin with XY can be chosen. The masking symbol is the "+" symbol. The masking symbol stands for any symbol.

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4.14

SAP AG 2003

Entry in a Catalog Profile

Material

Catalog Profile Catalog Profile

Catalog Profile

Catalog Profile

Notification type

Q1

Material Master:Quality Management View

Customizing: Basic Data for Quality Notification Type

Customizing for Defects Recording

Report type

X

You can define a catalog profile for a material, a notification type and also for a report type. The catalog profile specifies which code groups can be used for a certain material, notification type, or

report type. The notification type specifies the assignment of the catalog types to the appropriate object in the

notification (for example, defect). When processing notifications, you can manually change the catalog profile (the system usually

proposes the catalog profile for the material; however, you can also choose the catalog profile for the notification type or an individual catalog profile).

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4.15

SAP AG 2003

Determining the Catalog Profile

Create quality notification

MaterialNotification type

Q1

12

Catalog Profile Catalog Profile


When you create and process a quality notification, the catalog profile is determined as follows: If a catalog profile has been defined in the material, as well as the notification type, the system selects

the catalog profile in the following sequence:1) From the material2) From the notification type

If there are no catalogs defined in the notification type, then no catalog entries (codes from code groups) will be offered for selection by the system when processing notifications. This means that you cannot assign any codes to the notification.

If there is no catalog profile defined in the material or in the notification type, then all catalog entries (codes from code groups) will be offered for selection by the system when processing notifications.

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4.16 Catalog profile: Exercises

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(C) SAP AG LO710 19


Topic: Catalog Profile


1. Explain the use of the catalog profile and its link to the Customizing functions for the notification type

2. Define a catalog profile

In notification processing, the catalog profile allows you to restrict the code groups of a catalog type.

2-1 Interpreting the catalog profile definition in Customizing.

2-1-1 Let’s assume that you create a customer complaint (notification type Q1) for material AM2-750-A (Radio Business Sound) in plant 1000.

Which catalog do you use and where is it stored?

Catalog profile: ______________________________________

Stored: ______________________________________

2-1-2 Which code groups are available for recording defects, defect locations and tasks?

Defect:

Catalog type: ______________________________________

Code groups: ______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

Defect location:

Catalog type: ______________________________________

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Code groups: ______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

Task:

Catalog type: ______________________________________

Code groups: ______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

______________________________________

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4.17Catalog profile: Solutions


Topic: Catalog Profile

2-1 Interpreting the catalog profile definition in Customizing.

2-1-1 Logistics Quality Management Quality Planning Logistics Master Data Material Display On the initial screen, choose the material AM2-750-A and confirm your entry. In the view selection, select the Quality Management view and choose Continue.Enter the plant 1000 as the org. level and choose Continue.

Catalog profile: RADIO

2-1-2 Logistics Quality Management Quality Notification Catalog Catalog ProfileSelect the catalog profile RADIO and double-click on Catalogs / Code groups in the dialog structure.

The following code groups are available:

Defect type:

Catalog type: 9

Code groups: Radio*

Defect location:

Catalog type: E

Code groups: Radio

Task:

Catalog type: 2

Code groups: Radio*

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4.18

SAP AG 1999

To evaluate data, you need coded descriptions, that are managed in catalogs.

The character of a catalog is described by the catalog type.

The coded description is stored in code groups and codes.

You can use the catalog profile to restrict the code groups in a catalog.

A catalog profile is assigned to each notification type. However, it can be overwritten by a catalog profile at the material level.

Catalogs and Catalog Profiles: Unit Summary

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5

SAP AG 2003

Unit Objectives


Business scenario

Process 1: Complaint About Incorrect Delivery

Process 2: Quality Inspection with Defects Recording

Unit Summary

Contents:

Problem Processing in Procurement

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5.2

SAP AG 2003

Problem Processing with Quality Notifications: Unit Objectives


Create a quality notification for a complaint against a vendor

Process a complaint for a wrong delivery

Record defects for a goods receipt inspection

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5.3

SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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5.4

SAP AG 2001

Problem Processing in Procurement: Business Scenario

Deliveries

Inspections

Complaints

The procurement process in a company includes planned and unplanned events. When you receive goods:

You can discover that the delivery is incorrect You can identify and record defects in a planned goods receipt inspection

In both cases, you create a quality notification to process a complaint, or to document the defects that have been identified.

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5.5

SAP AG 2001

Process 1: Complaint Concerning a Wrong Delivery

Purchaseorder

Compressor9570H14

Compressor

Delivery

8570H14

Purchasing Delivery Goods accepted

At goods receipt, you discover that the vendor has delivered the wrong product. You can use a quality notification to document this event and to send a complaint.

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SAP AG 2003

Triggering a Quality Notification

Complaint against the vendor (Q2)

Customer complaint (Q1)

Internal problem notification (Q3)

Manually creating:

You create a quality notification manually in the system. If a vendor delivers the wrong goods, you create a quality notification (notification type Q2) for the

notification origin Q2 (vendor). The following quality notification types are available in the standard system for the notification origin

Q2: Complaint against the vendor (notification type Q2) Vendor error (notification type F2)

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5.7

SAP AG 2003

Automaticdata transfer

User-definable

Complaint Against Vendor with Reference Object

Reference NumberMaterialVendorVendor Material

Purchasing doc.

Material doc.

Reference no.

Vendor

Vendor material

Data transferfrom reference document

Material frompurchasing info record

Material/Batch/PlantVendorPurchasing Org./Purchasing Group, Quantity

Reference

Notification

Reference object, customer, vendor, author according to structure RQM01

MaterialTemplate NumberVendor, Purchase Order, Goods Receipt, ...

Plant

Material

Vendor

Purchasing org.

Initial screens Data in the Notification Header

In Customizing for quality notifications(Quality Management -> Quality Notifications -> Notification Creation -> Notification Type -> Define Screen Templates), you can define the initial screen that you want to appear when you create a notification of this notification type.

You can use the initial screen to supply the quality notification with predefined problem-related data. If necessary, you can alter the assigned documents retroactively, for example, purchasing document and

material document.

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5.8

SAP AG 2001

Transfer Posting of Goods

Blocked stock

Unrestricted-usestock

Quality notification 35321

1

Action boxTransfer posting of

goods from unrestricted-use stock to blocked

stock

You can use the action box functions to process the wrong delivery. For example, you can first perform a stock transfer posting. You use a function in the action box to post

goods that are the subject of a complaint from unrestricted-use stock to blocked stock. If a quality inspection is required, you can also make a transfer posting to inspection stock.

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5.9

SAP AG 2001

Create a Return Delivery

Vendor

2


Action box

Create a return delivery

The next step is to use an action box function to create a return delivery. You can create a return delivery with or without reference to an original purchasing document. In addition, you can use a function in the action box to transfer directly to the delivery (for example, to

prepare delivery papers or process the goods issue).

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5.10

SAP AG 2003

Credit/Debit Memo

Credit Memo

Return delivery resulting from quality notification 35321

Item Material Description Value1 9570H17 Compressor 630 $

You can debit the vendor with the cost of the returned goods. Other follow-up functions that support complaints against the vendor are:

Finding the vendor of the material and assigning him or her to the notification Finding the purchasing document for the material and assigning it to the notification Transfer posting of material from blocked stock to unrestricted-use stock Transfer posting of material from blocked stock to inspection stock Creating a transfer order (if the Warehouse Management component is active) Creating a return delivery Transferring to the usage decision Transferring to the function for changing the delivery

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5.11

SAP AG 2003

Usage decision

Process 2: Quality Inspection with Defects Recording

Goods receipt Quality inspection

Inspection with or without task listResults recording by characteristicDefects recording

Process variants for inspection lot processing

In this scenario, a quality inspection is triggered for a goods receipt. There are various types of quality inspection:

Inspection without an inspection plan, manual defects recording and usage decision Inspection with an inspection plan, manual defects recording and usage decision Inspection with an inspection plan, results recording by characteristic, manual defects recording and

usage decision Inspection with an inspection plan, results recording by characteristic, automatic and manual defects

recording and usage decision If defects are found during the goods receipt inspection, they can be managed using quality notifications

in the defects recording function.

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SAP AG 2003

Triggering a Quality Notification (Defects Recording)

Customer complaint (F1)

Complaint against a vendor (F2)

Internal problem notification (F3)

Manually or automatically recorded defects:

You can record defects manually, or the system can record defects automatically. When you record a defect, the system automatically creates a quality notification with the notification

type that has been assigned to the inspection type in Customizing: Customer complaint (notification type F1); for example, in a quality inspection Complaint against the vendor (notification type F2); for example in a goods receipt inspection Internal problem notification (notification type F3); for example, in a goods receipt inspection from

production The inspection types and their process parameters can be assigned to the material in the material master

using the inspection setup in the QM view.

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5.13

SAP AG 2003

Value set

- Catalog type

- Code groups

(generic)

Report type

Work center

Confirmation profile Catalog Profile

1

2

Planning Defects Recording

The following play an important part in recording defects: Report type Catalog Profile Confirmation profile

The report type can be assigned to a work center. In this way, the form and the value set (code groups) can be designed based on the work center.

The report type is freely definable (for example, visual inspection, function check, assembly, laboratory, summarized defect report, individual defect report, ...).

If there is no work center available because the inspection is to take place without an inspection plan, you can specify the catalog profile on the initial screen of results recording.

The report type can be proposed using the user parameter QFE. In the confirmation profile, you define the type of information that you can record for a defect (such as,

defect type, defect cause, defect location, task and defect valuation). You can also define whether an entry for a confirmation object is obligatory, optional or not required.

The confirmation profile and the report type are defined in Customizing (Quality Management -> Quality Notification -> Defects Recording)

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5.14

SAP AG 2001

Determining a Catalog Profile for Defects Recording

Report type

Notification type

Material

Report type

Catalog profile from:

Material

Catalog profile

Notification type

Q1

Catalog profile


StatusDefects recording

Report type

Catalog profile

Record defects

A catalog profile is defined in the report type. You use indicators in the report type to control how the system accesses the catalog profile.

If you always want to use the catalog profile from the report type, do not set the indicators for the notification type or the material.

If you want to use the catalog profile for the material, you must set the material indicator. If the material does not have a catalog profile assigned to it, the system takes the profile from the report type.

If the indicator for the notification type is set, the system uses the catalog profile that has been assigned to this notification type.

If both indicators are set (notification type and material), the catalog profile is determined in exactly the same way as for a manual creation of a quality notification, (that is, the catalog profile assigned to the material, takes precedence over the profile that has been assigned to the notification type).

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5.15

SAP AG 2003

Defects Recording/Activating the Quality Notification

Quality notification is

activated

Status:Defects recordingNotification outstanding


Defect is identified during

the quality inspection

Defects are recorded in system

1 2

Status: Notification outstanding


Activate

3

When you record a defect, the system creates a quality notification with the status "Defects recording" and "Outstanding notification".

You can activate a quality notification manually with this status, or the system can activate the notification automatically. If a quality notification is activated, the status of this notification changes to "Outstanding notification".

You can switch to a notification processing screen directly from the results recording function using a pushbutton. This allows you to access the notification processing functions when you record defects and also to define tasks at this stage. When you transfer to the notification processing screen, the notification is activated automatically, if tasks or executable data have been entered (for example, priority or person responsible for processing).

When you record defects, you can also enter long texts for these defects on the overview screen next to the defect codes.

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5.16

SAP AG 2001

Material

Outstanding

Completed

2

5

7

Vendor

Outstanding

Completed

4

10

14

Material/Vendor

Outstanding

Completed

1

2

3

Displaying Related Quality Notifications

Q3

Material

Q1MaterialCustomerMaterial/cust.

Notification origin

Q2

MaterialVendorMaterial/vendor

Related notifications

Immediately after creating a quality notification, you can display other related notifications (dependent on the settings in Customizing).

You can display related notifications in inspection processing (results recording, defects recording and usage decision), as well as in notification processing.

The function allows you to transfer directly to a notification list or to a specific notification. This provides you with useful additional information from a related notification, when processing the current notification.

The following is used to determine the related notifications: Original data Statistical database (QMIS)

You can display the following references (dependant on the notification origin): Notifications for the material Notifications for the vendor Notifications for the customer Notifications for the combination of material and vendor Notifications for the combination of material and customer

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5.17

SAP AG 2003

02.09.2002 13:50:58 Buyer's Negotiation Sheet Page 1

Vendor 1000 CEBBerlin

Vendor dataDelivery reliabilityMore than 10 days too early 0More than 5 days too early 0Up to 5 days too late 3Up to 10 days too late 0More than 5 days too late 0Total number of deliveries 7

02.09.2002 13:50:58 Buyer's Negotiation Sheet Page 2

Vendor 1000 CEBBerlin

Material DataMaterial: Compressor 9570H14::

Displaying Buyer's Negotiation Sheet

Notification typeQ2 / F2

You can call the buyer's negotiation sheet directly, when editing or displaying complaints against a vendor. The buyer's negotiation sheet contains information: From the vendor evaluation About the sales of the vendor About existing purchase orders for the vendor

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5.18

SAP AG 2003

Logo

Print

Optical Archive

Printing a Quality Notification


For example, complaint letters to a vendor

Archiving incoming and outgoing documents

Archiving

In Customizing, you can define the papers to be printed for a notification type. In the print dialog box, you can predefine various spool attributes (language for printout, print

immediately, etc). The archive mode controls whether notifications are printed only, archived only, or both. You can set the print control for each notification type, each user and each plant. You can also use the action box to send the following additional notices by mail to the notification

partners: Confirmation of receipt Interim notice Final notice

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5.19

SAP AG 2003

Requesting an 8D-Report


3

Action box

Create and send an 8D-report

Vendor

8D-Report

If, for example, a vendor from the automotive industry supplies you with defective goods, you can generate an 8D-report when processing a quality notification.

You can generate an 8D-report using a follow-up function in the action box and send it to the vendor.

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5.20

SAP AG 2003

Vendor Evaluation

Price

QualityDelivery

Service

Audit

Miscellaneous

Complaint

GR inspection

In materials management, you can use the vendor evaluation in the SAP System to choose suitable vendors.

The vendor evaluation provides you with a summarized statistic that valuates the vendor according to main and subcriteria.

These criteria include: Price (price level and price history) Quality (goods receipt inspections, complaints and system audits) Delivery (on-time delivery performance, quantity reliability, shipping instructions) Service

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SAP AG 2003

Vendor Evaluation: Criteria

Quality25 %

Delivery25 %

Service25 %

Main Criteria Weighting Subcriteria Weighting

Price level

Price behavior

Other

GR inspection

Complaint

Audit

Other

On-time delivery

Qty. reliability

Other

Technique

Other

A

A

A

A

A

A

A

A

A

A

12

1

2

3

1

2

3

Vendorevaluation 1

Stand. ship. instrs

Price25 %

The total score represents the evaluation of a vendor. This score is the sum of the scores that the vendor receives for all the main criteria.

The scores for the main and subcriteria illustrate the performance of a vendor in more detail than the total score.

The scores that the vendor receives for the individual criteria can be of varying importance for you. This is expressed by the weighting share.

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5.22

SAP AG 2001

Completing a notification

Relevant Elements for Vendor Evaluation

Caused externally

Caused internally

Notification origin: Q2Complaint against a

vendor

Vendor evaluation Main criterion "Quality"

Only completed notifications with origin "Q2" and status "caused externally" are used to calculate the quality score.

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SAP AG 2003

You can use quality notifications to process complaints against a vendor.

When you create a quality notification, there are various search and determination functions available for the reference object.

You can create a complaint against a vendor with reference to a purchasing document, material document or a freely defined object.

You can use the quality notification functions to process complaints.

The defects identified during defects recording are managed in quality notifications.

Problem Processing in Procurement: Unit Summary

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SAP AG 2001

You can use the quality notification functions to process complaints.

You can store all relevant partners (internal and external) in the quality notification.

You can use a catalog as well as long text to describe a problem.

You can diagnose a problem with the help of catalog entries and classification.

Problem Processing in Procurement: Unit Summary (2)

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SAP AG 2003

You can use Customizing to define your own notification types and to structure the screens as you require.

When you process a quality notification, you can copy information from related notifications.

You can use the action box to call up many functions.

In addition to printing documents, you can also archive them.

You can store all relevant partners (internal and external) in the quality notification.

You use task determination to:

Initiate predefined tasks, based on the priority of the quality notification.

Supply dates from the response profile for deadlines, by which tasks must be completed.

General Functions: Unit Summary (1)

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5.26Problem Processing in Procurement Exercises

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Unit: Problem Processing in Procurement

Topic: Notification Creation


Create a complaint against a vendor in the system.

You use quality notifications to process complaints concerning incorrect deliveries from your vendors.

1-1 Create a complaint against a vendor.

1-1-1 You ordered 50, 21” monitors (material: T-AQ2##) from your vendor 1000 (C.E.B Berlin). When the monitors are delivered, you discover that they are 17” monitors. You want to complain about the delivery. Create a quality notification for this problem with one defect item.

Which notification type do you use? ____________________

1-1-2 Create the notification with reference to the material document (goods receipt number).

Select the corresponding material document using the material T-AQ2## and the vendor 1000 and copy the item from the document.

What is the result?

______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

1-1-3 The contact person at your vendor’s address is Mrs. Erica Smith. Enter her address as the special address for the notification.

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1-1-4 Enter your group as coordinator and then save the quality notification.

Make a note of the notification number: ______________________________________

1-1-5 Process the notification that you have just created.The goods are to be returned to the vendor.Post the entire complaint quantity to blocked stock and then create a return delivery.

Make a note of the document number for the transfer posting to blocked stock: ______________________________________

Make a note of the return delivery number: ______________________________________

1-1-6 Initiate an immediate task, to activate a goods receipt inspection for the materials from this vendor. Enter your group as the processor responsible.

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5.27Problem Processing in ProcurementSolutions

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Unit: Problem Processing in Procurement


1-1 Create a complaint against a vendor.

Logistics Quality Management Quality Notification Create

Use the field-related input help (F4) to choose the notification type Q2 (complaint against vendor) and confirm your entry.

1-1-2 In the dialog that appears, use the field-related input help for the material document to select the required material document by specifying the material T-AQ2## (## is your group number) and the vendor 1000. Choose Execute to start the selection. Copy the required material document by double clicking on the document number. Copy the item for the material document using the field-related input help and confirm your entries. The material, plant, purchasing organization, purchasing group, vendor and quantity are copied from the purchase order item.

1-1-3 Choose the Contact Person tab page, then the Notification Address tab page, and then choose the Notification Address pushbutton. Enter Mrs. Erica Smith as the contact person and confirm your entries.

1-1-4 Enter your group number in the Coordinator field and then save the quality notification.Notification number: ______________________________________

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1-1-5 Choose Notification Change and confirm the notification number proposed by the system or enter the notification number you made a note of earlier and confirm your entry.

In the action box, choose the follow-up function Transfer Post. Unrestricted -> Blocked, confirm the data that the system proposes for the transfer posting, and save your notification.Access your notification again, choose the Document flow pushbutton and make a note of the document number for the transfer posting.

Document number of the transfer posting: ________________________

Access your notification again and use the action box to select the follow-up function Create return delivery. Specify a reason for the return delivery. Confirm the data proposed by the system for the return delivery and save your notification.Access your notification again, choose the Document flow pushbutton and make a note of the document number for the return delivery.

Document number of the return delivery: _________________________

1-1-6 Choose the Tasks tab page and use the field-related input help for the code group to choose the code group MONITOR1 Immediate task and the code 2 Activate goods receipt inspection. Confirm your entries and save the notification.

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6

SAP AG 2003

Unit Objectives


Business Scenario

Problems During the Production Process

Classification System

Quality Inspection and Defects Recording in Production

Unit Summary

Internal Problem Notifications

Contents:

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6.2

SAP AG 2003


Internal Problem Notification: Unit Objectives

Create quality notifications in the system for general internal problems

Recognize and activate quality notifications that were created using the defects recording function

Use the Classification System to search for defects related to notifications

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6.3

SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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6.4

SAP AG 2001

Internal Problem Notifications: Business Scenario

Process Capability

The prevention of defects is an important factor in the production processes of your company. By using quality notifications, you can document and analyze vendor-related or production-related defects and can create tasks to prevent nonconformities from occurring in the future. This enables a continuous and lasting quality improvement in your products.

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6.5

SAP AG 2003

Manual creation of aquality notification

Problems During the Production Process

Problem

Problems identified in production


If problems occur during any stage of the production process, you can create a quality notification manually.

The notification origin Q3 is used to process internal problem notifications. You can use different notification types to create and process internal problems for the notification

origin Q3. Examples are: Notification type Q3: Internal problem notification in production Notification type F3: Defect notification for a material Notification type Z3: General internal problem notifications (notifications for the janitor, notifications

reporting hardware problems)

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6.6

SAP AG 2001

Creating an Internal Problem Notification with Reference Object

Automatic data transferInitial screens Data in the notification header

MaterialBatchPlantQuantity

Production order

Production versionMaterial fromreference documents

Reference

Notification


MaterialReference numberProduction order, author, ...

Material for production version

Plant

In Customizing for quality notifications, you can define the initial screen that you want to appear when you create a notification of this notification type.

You can use the initial screen to supply the quality notification with predefined problem-related data.

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SAP AG 2003

Classification: Definition of Terms

Class 270 (Oils)

Class type 001 (Material classes)

Oil 001

Viscosity120 cP

Object

CharacteristicCharacteristic

value

Class

Class type

Oil 002 Oil 003

Viscosity130 cP

Viscosity140 cP

You can use the Classification System to classify a defect item that has been entered in a quality notification (that is using coding to describe the item in detail).

When you classify a defect item: You switch from the quality notification to the Classification System You valuate the characteristic directly on the item detail screen

Class: A class describes a group of objects that have properties in common or are similar. Object: An object is a unit that can be classified (for example, material, vendor, notification item,

etc.) Characteristic: A characteristic describes the properties of an object (such as length, weight, basic

material). Characteristic value: Attribute of a characteristic (such as 10 cm, 15 kg,

up to 2 tons, copper).

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6.8

SAP AG 2001

Searching in the Classification System

Notificationdisplay

174

Defective hard drive

I want to see all defects that have occurredin PCs with a 1GB hard drive.

Relevantdefect items

174

189

0001

0002

1 GB

1 GB

List of classes

Printer

Monitor

PC

Processing characs

Memory

1 GB hard drive

Operating system

Q

You can use the Classification System to search for specific defects (or defect items). You can transfer directly to the display of the notification from the search results screen.

You can process the results of the search further, using SAP reports or your own reports.

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6.9

SAP AG 2001

Creating a Notification at Order Confirmation



Change existing quality notifications

Confirmation of production order

Labor

Machine time

Setup time

Call-up of transaction

Quantities

If you want to create a quality notification for a production order, you can do this from the confirmation of the production order transaction.

If notifications already exist for this production order (for example, notifications related to defects recording), then you can make changes to these notifications.

When you create a new quality notification, you can freely define the notification type.

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6.10

SAP AG 2003

Request to Deviate from Specification

CustomerCustomerVendorVendor

Specification agreementSpecification agreement

Specification

Production not included in the specification

Production not included in the specification

Notification

Request to deviate from specification

Request to deviate from specification

Request for permission to deviate from specification

Send request for permission to deviate from the specification

Send request for permission to deviate from the specification

E-mail

Notification update and subsequent decision

Notification update and subsequent decision

You can access an e-mail using the action box of the notification (internal problem notification) that describes the process of requesting permission to deviate from a specification in more detail.

The partner specified on the notification is asked to process the request in the Workflow inbox and the inbox can be opened using a link.

The partner can then approve or reject the request for permission to deviate from the specification and record a comment.

The comment and the decision are added to the original notification as long text. Both the partner and the notification processor receive a confirmation e-mail.

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SAP AG 2001

Creation of Complaints Against the Vendor from an Existing Notification

Defects



Internal problem notification (Q3)

Complaint against the vendor (Q2)

Follow-up function from the action box

If, during notification processing, you discover that a defect can be traced back to the vendor, you can create a complaint against the vendor (notification origin Q2) using the action box in the internal problem notification (notification origin Q3).

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6.12

SAP AG 2001

Quality Inspection During Production

Inspection instruction

Diameter

Target 12.0 mm

Min. 11.995 mm

Max. 12.005 mm

If defects are identified in an inspection during production (an inspection lot exists for the order), a quality notification can be created using the defects recording function.

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6.13

SAP AG 2001

Automatic Defects Recording

Defects Recording in Production

Defects recording

Code 123

Results recording for inspection characteristic

Defect code 123

Catalog

Indicator is active in inspection characteristic

Defect code is assigned to the characteristic

Defectsrecording

Insp. charac.

Manual Defects Recording

or

Insp. lotResults

recording for:

Insp. lot

Transaction

Characteristic

Call-up using menu

Transaction

Characteristic

Defects recording for:

If the control indicator for the inspection characteristic is set for defects recording, and no defect code is assigned to this characteristic, a dialog box appears when the characteristic is rejected, in which you can enter the defect code.

If the inspection is carried out in a subsystem, defect records can only be generated automatically. Note: defect codes must be assigned to the characteristic!

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SAP AG 2003

Quality notification is completed (with status "Defects recording")

Ends the inspection and:

Quality Notification Status: "Defects Recording"

Quality notification with status “Defects Recording”

Quality inspection

Defects Recording

Generationof defect record

Manual orautomatic

Usage decision

Activated quality notification available for further processing

or

Quality notifications that are created in the defects recording transaction can be identified by their status "Defects recording".

All quality notifications for an inspection lot that have the status "Defects recording" are completed when the usage decision is made.

It is possible to monitor defects after the usage decision has been made. In order to do this, you must activate the quality notification before making the usage decision.

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6.15

SAP AG 2003

Activating a Quality Notification

or

or

Function "Activate Quality Notification"

Change data using notification transaction

Defect in a defect class with the indicator "Activate quality notification"


Status

"Active quality notification"

OSNO DEFR

You can activate a quality notification with the status "Defects recording". This function is available in the defects recording, results recording and usage decision transactions.

If a defect record is generated with a defect class, for which the 'Activate quality notification' indicator is set in Customizing, the quality notification is automatically activated.

A quality notification with the status "Defects recording" is activated if one of the following occurred: A priority was entered A notification text was entered A code was entered for the subject A partner responsible for processing was assigned One or more tasks were defined

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6.16

SAP AG 2001

System status of quality notifications

General status management

System status

User status

Selection of allowed operations

Outstanding

Order assigned

In process

Postponed

Completed

Defects recording

Status Management for Quality Notifications

A system status is predefined in the system and cannot be changed. You can freely define a user status in Customizing. Statuses influence the allowed business transactions.

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6.17

SAP AG 2003

General Status Management (1)

UserStatus 1

UserStatus "n"

UserStatus 2

UserStatus 3

UserStatus 4

SystemStatus 1

SystemStatus 2

SystemStatus 3

SystemStatus 4

SystemStatus ...

?

General status management is used for various objects within the SAP system (such as inspection lots, production orders, CO orders etc.).

The system statuses are managed for quality notifications in general, as well as for all tasks. Activities in a quality notification are not subject to status management.

Several statuses can be active at any one time. A status can have the following effect on a business transaction:

Allow Allow with warning Prohibit

When you perform a transaction, you can set or delete a status. A transaction is allowed:

If it is allowed by at least one status If it is not prohibited by a status

A status profile can be used for different object types at the same time (such as, quality notifications, maintenance notifications, tasks etc.).

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6.18

SAP AG 2003

Complete notification

System status NOPR

Set in process

System status OSNOCurrent object status

Active status

Allowed operations

Perform operation

New object status

Allowed operations. . . .

General Status Management (2)

Put a notification in process

Complete notification

A system status informs the user that a certain function was carried out on an object. The allowed transactions usually change each time a status changes.

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SAP AG 2001

SAP Business Workflow

Notification: 112Status: OutstandingCoordinator: Mr. Green

SAP Business Workflow - Internal Problems

Mr. Green

Business WorkplaceProcess notification 112

Mr.Braxton

You can link Workflow events to the setting or deleting of system and user statuses. In a Workflow scenario:

You can define tasks that have to be performed when an event takes place You assign the person responsible for processing to the task The persons responsible for processing are informed by mail (or work item) that a task is to be

performed

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6.20

SAP AG 2003

Q-notification 5213received

Information to IT partner function (interested party)

Q. notification5213

Partner: IT 2000

Q. notification5213

Deadline monitoring

Notification/Task Work item

Planned end

12

9

6

3

11 1

7 58 4

210

Date: 11.10.02

Time: 9:30am

Latest possibleend date

Date: 11.10.02

Time: 9:30am

Automatic transfer when the work item

is created

12

9

6

3

11 1

7 58 4

210

Quality Notification and SAP Business Workflow


The Workflow scenario "Inform interested party" allows you to send a mail to a predefined person, who wants to be informed when a notification is created.

If information about the planned end of the notification processing, or of the task exists in the notification header or in the task, this information is transferred to the SAP Business Workflow when a work item is created. This information can then be used for deadline monitoring and, if necessary, for escalation purposes.

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SAP AG 2003

Internal Problem Notification: Unit Summary

You can use quality notifications to manage internal problems.

These can be problems that occur during the production process or that are found during a production inspection.

A quality notification can also be a means of managing general internal problems.

The SAP Classification System can help you to search for defects that have been recorded in quality notifications.

In a quality inspection during production, you can record defects that can be further processed as quality notifications.

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6.22

SAP AG 2001

Internal Problem Notifications: Unit Summary (2)

In a quality inspection during production, you can record defects that can be further processed as quality notifications.

The general status management at the notification and task levels allows you to influence the allowed business transactions and to define your own user statuses.

You can use the SAP Business Workflow to optimize the work processes in your company.

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6.23Internal Problem Notifications Exercises

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Unit: Internal Problem Notifications



Document internal problem notifications with quality notifications

If problems occur with a production order, you can record them in a quality notification and forward them to be resolved.

1-1 Create internal problem notifications

1-1-1 When the PC T-AQ3## in plant 1200 (desktop PC model 6) is being manufactured, you identify that the hard drives (component DPC9002 (1 GB SCSI hard drive) are defective.Create a quality notification with reference to the production order for the material and describe the subject and the problems that have been identified.

Notification type: _______________________

1-1-2 Enter your group as the coordinator for the notification.

1-1-3 Make a defect analysis. When describing the defect location, refer to the corresponding BOM component. Determine the cause of the defect and create a corresponding corrective task. Enter your group as the processor responsible for this corrective task.

Make a note of the notification number: _____________________________________

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1-1-4 Optional

Perform an order confirmation for the production order (order from exercise 1-1-1).

Menu path:Logistics Production Production Control Confirmation Enter For Operation Time Ticket

Create a quality notification for the order confirmation.

Make a note of the notification number: _____________________________________

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6.24Internal Problem Notifications Solutions

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Unit: Internal Problem Notifications


1-1 Create internal problem notification for a production order.

1-1-1 Logistics Quality Management Quality Notification CreateUse the field-related input help (F4) to select the notification category Q3 (internal problem notification).Use the input help for the production order on the Production orders using Infosystem tab page, to select the required production order using the plant 1200 and the material T-AQ3## and choose Execute. Double-click to transfer the specifications, then save your entries.In the tab page Subject enter a description of the problem.

1-1-2 Choose the tab page Partner and enter your group name in the field Coordinator.

1-1-3 Choose the tab page Items. Use the field-related input help for the field Error Category and for the field Error Location, to characterize the category of the error and the error location.Select the item entered and choose the pushbutton Detail View.Choose the pushbutton Structure List and select the assembly DPC9002 for the error location description. Choose the pushbutton Select to leave the dialog box. Then choose the pushbutton Copy to leave the dialog box.

Select the item again and choose the Causes tab page.

Choose the tab page Tasks. Use the field-related input help for the task to enter a suitable corrective task. Enter your group name as responsible processor and save the notification.

1-1-4 Logistics Production Production Control Confirmation Enter For Operation Time Ticket

Use the input help for the production order on the Production orders using Infosystem tab page, to select the required production order using the plant 1200 and the material T-AQ3## and choose Execute. Double-click to transfer the specifications, then save your entries.

If required, you can choose the Quality Inspection pushbutton to expand the

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quality management screen area.

Choose the Create Notification pushbutton and create another notification in accordance with the criteria listed above. Choose the green arrow button (F3) to get back to your time ticket and save your data.

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7

SAP AG 2003

Unit Objectives


Business Scenario

Using Quality Notifications for Customer Complaints

Creating a Customer Complaint

Returns and Repairs Processing (RMA)

Unit Summary

Customer Complaint

Contents:

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7.2

SAP AG 2003

Customer Complaint: Unit Objectives


Create a quality notification for a customer complaint

Describe the procedure for returns and repairs processing, using quality notifications

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SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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SAP AG 1999

Customer Complaints: Business Scenario

Customer

Complaint

Service

In a modern company, it is important to process customer complaints efficiently. By reacting quickly and effectively to problems, a company can greatly enhance their customer service image among their customers.

Quality notifications offer you a large number of functions for processing customer problems efficiently.

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7.5

S A P A G 1 9 9 9

C u s t o m e r C o m p l a i n t s

C o m p a n y

D e f e c t a n a l y s i s

E n t r y o f c o m p l a i n t

C u s t o m e r c o m p l a i n sa b o u t a p r o d u c t

P r o c e s s i n g c o m p l a i n t

A customer complaint typically occurs during the sale or delivery of defective goods. Once customers have identified defects, they usually contact the vendor to report their complaint.

As soon as the complaint has been entered by the company that delivered the goods, the complaints processing procedure can begin. For example, the company can initiate an immediate task that sends the customer a credit memo.

As the next step, the goods returned by the customer are subject to a detailed defect analysis.

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SAP AG 2003

Customer Complaint Using the Internet (1)

Notification creation and status tracking on the Web

Workflow support

Web-based notification creation Customer

Vendor:Processor of notification

Recording problems using the Internet

High quality, efficient customer service is important for both customers and vendors. Contact between the vendor and the customer must be made quickly, the customer must be able to report the problem without having to use elaborate recording procedures, and the vendor should receive the notification as quickly as possible.

Benefits for your customers: Your customers can enter the quality notification directly on your Web server. They do not have to

call or send a fax. Your customers can enter the data quickly and easily using the screen layout that you defined. Your customers can use a list of pre-defined defect codes to restrict their problem and they can also

describe the problem using text. Your customers can check the status of the notification that they created at all times.

Benefits for you: You can structure the screen layout so that it is easy and quick for customers to enter the data. You receive the notification online, that is, you receive it just after it has been created. Because of the very small space of time between the creation and the receipt of the notification, you

may be able to reproduce the problem immediately.

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7.7

SAP AG 2003

Customer Complaint Using the Internet (2)

Internet / intranet

Customer:Quality technician

Vendor:Complaints processor

22

Problem processing

Check of notification inbox

Problem analysis / search in solution

database

33Solution, required

tasks 44Check status

or inbox

Status / confirmation

11Notification

creation

Record problem

If customers identify a defect in goods you have delivered, they want to report this immediately. The contact person at the customer's premises can then create a quality notification in the vendor system

using the Internet. To so this, the contact person must have a corresponding authorization. The contact person selects the material that he wishes to complain about from a list that only contains materials that are delivered by the particular vendor. The contact person subsequently describes the problem using codes that he/she can select from a list and using a free text entry.

As soon as the notification has been sent, the R/3 system assigns a quality notification number and passes this number on to the contact person at the customers.

The notification processor receives the customer complaint online (without a significant time delay). It appears directly in his/her pool of new notifications and he/she can react to this new notification immediately by analyzing the problem, making inquiries at the customers, or delivering a replacement.

The customer can check the status of the notification at any time on the Internet. To record customer complaints using the Internet, the vendor must have an Internet Transaction Server

(ITS).

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7.8Customer Complaint (Internet) Exercises

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Unit: Customer Complaint

Topic: Internet


Create a simplified quality notification (customer complaint) on the Internet

If customers identify a defect in goods you have delivered, they want to report this immediately. The contact person at the customer’s premises can then create a quality notification using the Internet.

1-1 High quality, efficient customer service is important for both customers and vendors. Contact between the vendor and the customer must be made quickly, the customer must be able to report the problem without having to use elaborate recording procedures, and the vendor should receive the notification as quickly as possible.The SAP Internet application for creating quality notifications contributes to improved complaints processing.

Create a quality notification for material AM2-750-A using the Internet.You can find this function at the following URL:http://ig***.~~~.sap.corp:1080/

*** represents the current training system, for example T66 or U30

~~~ represents the location of the server used, for example, wdf for Walldorf, phl for Philadelphia, sin for Singapore. The data to be used will be given to you by the course coordinators.

Then start the service: QMW1

Logon data: Current training system and current client

User: PLM410-##

Password: Your current password

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http://ides02.wdf.sap-ag.de:1080/

Your customer contact is 129 and your password is welcome.

Create a notification and make a note of the notification number.

________________________________

1-2 Find the quality notification you recorded using the Internet in the current training system and check whether all the data has been transferred correctly to the R/3 System.

1-2-1 For which sold-to-party was the notification created?

Sold-to-party: _____________________________________

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7.9Customer Complaint (Internet) Solutions

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(C) SAP AG LO710 13


Topic: Internet

1-1 Start the Internet Explorer and enter the URL http://ig***.~~~.sap.corp:1080/ (*** represents the current training system, e.g. T66 or U30. ~~~ represents the location of the server used, e.g. wdf for Walldorf, phl for Philadelphia, sin for Singapore. The data to be used will be given to you by the course coordinators ***.

Enter QMW1 and choose the Start service pushbutton.

Enter the following logon data and choose the Logon pushbutton:

Client: Current clientLogin: PLM410-##Password: Your current passwordLanguage: English

Enter the following data and choose the Create Notification pushbutton:

Your contact person number: 129Your password: welcome

Select the material AM2-750-A using the field-related input help (F4) and choose the Problem description pushbutton.

Use the field-related input help to select the defect and the defect location and enter a problem description. Choose the Send pushbutton to send the notification.

1-2 Now, go into your training system and choose Logistics Quality Management Quality Notification Display.

Use the field-related input help on the Material tab page to select the quality notification you created on the Internet.

Check that all data was transferred correctly to the R/3 system.

1-2-1 The sold-to-party in the notification is:1012 Franks Automobiles Inc.

(C) SAP AG LO710 14

http://ides02.wdf.sap-ag.de:1080/

7.10

SAP AG 2003

Creating a Customer Complaint with Reference Object

Automaticdata transfer

Reference NumberMaterialCustomerCustomer Material

Material from customer or material info record

Initial screens Data in the Notification Header

Sales order

Delivery

Data transferfrom reference document

Material/Batch/PlantCustomerPurchasing Org./Purchasing Group, Quantity

User-definable

Reference

Notification


MaterialTemplate NumberSales Order, Delivery Customer, ...

Reference no.

Customer

Customer material

Plant

Material

Customer

Sales organization

Distribution channel

Division

You create a customer complaint, using a quality notification of origin Q1. The following quality notification types are available in the standard system for the notification origin

Q1: Q1 Customer complaint F1 Customer-related defect

In Customizing for quality notifications, you can define the initial screen that you want to appear when you create a notification of this notification type.

You can use the initial screen to supply the quality notification with predefined sales-related data. If necessary, you can alter the assigned documents retroactively (for example, sales order and delivery).

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7.11

SAP AG 2001

Determining Tasks - Monitoring Response Time

Service profile

Response profile

Task

determination

Task 3

Task 2

Task 1

You can use the "Determine tasks" function to generate standard tasks for the current notification. You enter these standard tasks in the response profile.

You can define the following information in the response profile: Priority for the notification Code group Code Time interval Time unit

In the response profile, you can define the days and times when tasks are to be processed. The response profile and the catalog profiles are defined in Customizing and assigned to the notification

type using response time monitoring. (Quality Management -> Quality Notifications -> Notification Processing -> Response Control)

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7.12

SAP AG 2003

Notification typeQ1 / F1

Displaying the Sales Summary


Statistics

Total Outstanding In process Completed

7 7 2 0

Last notifications

200000394 11.06.2002

200000735

Notification P Date Description

1 01.07.2002

Compl. date

00.00.0000

02.07.2002

Key figures

Annual TurnoverEmployeesLegal Status

57.000.-135closed corporation

Sales Summary for Customer S & G Plc, Philadelphia

You can call the sales summary directly, when processing or displaying customer complaints. The sales summary contains data about existing notifications (for example, service notifications and quality notifications).

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7.13

SAP AG 2003

Action Log for the Quality Notification

27.10.2002 User 1

R10X05

Date Time Chgd. by Subobject Changed field Field content (new/old)

Notification number: 00020000213

Created by: Smith

Start of malfunction: 00.00.0000

End of malfunction: 00.00.0000

10 : 33 Notification Priority

Item 0001 Problem code11 : 15 User 1

25.10.2002 14 : 20 User 2 Notification

21

Status Notification outstanding

Created on: 16.10.2002 18:03:44

Required start: 16.10.2002 18:03:44

Required end: 00.00.0000 00:00:00

The action log displays an overview of all the changes in the life-cycle of a notification. The log contains information about notification statuses from status management and from change

documents.

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7.14

SAP AG 2003

Follow-Up Actions for Tasks (1) - Maintain Catalog

Codes

Code groups

Dialog Structure

Code group: Gen. tasks for customer complaints

Catalog: Tasks

Radio-02

2

Code Lang...

Codes

0001

0002

0003

0004

0005

Short text for code

Other material

FolUp...

Change bill of material Print

Change routing

Change drawing

Train employees

Usage

Increase GR insps

New vendor

0006

0007

Creat..

SAP

SAP

SAP

SAP

SAP

SAP

SAP

Competitor products0008 SAP

Miscellaneous0099 SAP

The Follow-up action indicator in Customizing for catalog types controls whether a follow-up action can be defined for a code.

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7.15

SAP AG 1999

Follow-Up Actions for Tasks (2): Customizing

Function modules

Follow-up actions

Dialog Structure

FolUpAct.

PRINT

FolUp f.Fn

For notification task

Short text

Print bill of material

ShrtTxtCnter

1

Function module

QM10_COPY_REFERENCE _FORM

Aftr...

Cop

SyncUpdt

QN90

BTr

The system can trigger a chain of function modules as a follow-up action. You can use the function module QM10_COPY_REFERENCE_FORM as a copy model for your own

follow-up actions. You can take the status of the task into account and can control authorizations using the transaction for

the follow-up action. The function module can be called before, after, or at the same time as the notification is updated.

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7.16

SAP AG 1999

Returns and Repairs Processing (RMA)

Customer complains about goods received

Notification is created Return is processed

I'm afraid the goods you delivered were faulty!

OK. Please return the goods, so we can investigate the problem in detail.

Repair or exchange?

The QM component supports returns and repairs processing (RMA - return material authorization) using the following functions: Quality inspection Quality notification

You use a customer complaint in conjunction with quality notifications to: Record a customer problem Process returns that are related to a complaint

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7.17

SAP AG 2003


Processing a Quality Notification - RMA (1)

Action box


Create notification text

Create Repair Order(Action box)

First, you create a quality notification for a customer complaint (notification type Q1). You enter notification data as required and if necessary, add a detailed description of the problem. If required, you can create immediate tasks in response to the customer's complaint (for example,

sending a credit memo, or triggering a substitute delivery). If customers want to return the faulty goods they have received, you can create a repair order in advance

using the action box. In the repair order, you can enter a reference to the current quality notification (notification number).

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7.18

SAP AG 1999

Entering Returns - RMA (2)

Return delivery

Entering the return


Quality inspection

Returns and repairs processing using:

Once the returned goods have been received at your company, the following scenarios can occur: A quality inspection of the return delivery takes place. An inspection lot is created automatically at

goods receipt. The following prerequisites must be fulfilled:There must be a repair order (sales order with repair item) for the return.The inspection type that was assigned to inspection lot origin 05 (other goods receipt) is active in the material master for the return.

The returns are processed using a quality notification:The goods receipt is posted with reference to the repair order. You can find the repair order using the notification number.

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7.19

SAP AG 1999


Processing Returns - RMA (3)

? Inspect goods (analysis)

Create defect item(s)

Create tasks

Confirm repair order(action box)

Action box

You carry out a defect analysis on the returned goods and record the defects identified in the notification. The results of this defect analysis enable you to decide which corrective tasks are required. You can use

the action box in the notification to post a goods movement to the appropriate stock; for example, unrestricted-use stock (if no repair is required) blocked sales order stock (if a repair is required) or scrap.

You can use the action box to confirm the stock posting in the repair order. The system sets the appropriate status in the repair order.

If a repair is required, the returns and repairs processing proceeds as follows: You can create a service order for a repair in the Customer Service (CS) component. You can send replacement parts to customers in the Sales & Distribution (SD) component.

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7.20

SAP AG 1999

Assign processor


Creating a Quality Notification for an Original Document

Scan-inReceive fax

1 2 3

4

Opticalarchive

2

You can create a quality notification for a scanned document. You can call up this document at any time during notification processing. You can assign originals that are scanned retroactively to an existing quality notification.

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7.21

SAP AG 1999

Quality Notifications - Link to DMS

Drawing

Word processing

Graphic

Assignment of document master record

Type VersionDocument

2

DOK100 1

1

DOKA10

DOKD100

DRW

DOC

DIN

DOKA10

DOKD100

2

1


You can assign any number of master records from the document management system to the header of a quality notification.

You can display an original document directly from a quality notification.

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7.22

SAP AG 2003

Customer Complaint: Unit Summary

Customer complaints can be processed using the notification origin Q1.

RMA processing supports the repairs and returns processing for customer complaints

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7.23

SAP AG 2003

General Functions: Unit Summary (2)

You can use the action log to trace changes that have been made to a quality notification.

By linking task codes to follow-up actions, you can run your own user-defined functions in the background.

You can use the document management system and the ArchiveLink to link original documents to a notification.

The creation of notifications with reference to a scanned original document, and its link to the notification gives every employee full access to all available information.

(C) SAP AG LO710 28

7.24Customer Complaints: Exercises

(C) SAP AG LO710 29

(C) SAP AG LO710 30




Process a customer complaint using a quality notification

If a customer makes a complaint, you can record this in the system as a quality notification

1-1 Create customer complaint.

1-1-1 Customer 1033 (Karsson High Tech) wants to complain about a car radio, make AM2-750-A (Radio Business Sound), plant 1000. Create a quality notification for this case.

Notification type: _______________________

1-1-2 Copy Mr. David Taylor as a contact person for the customer. If he has not yet been created, add his name as the customer contact person.

1-1-3 You tried to call the customer back. The customer however, could not be reached. Document this transaction by entering an activity.

Make a note of the notification number: ______________________________________

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7.25Customer Complaints Solutions

(C) SAP AG LO710 32

(C) SAP AG LO710 33



1-1 Create customer complaint.

1-1-1 Logistics Quality Management Quality Notification Create. Use the field-related input help (F4 help) to select the required notification type Q1 (Customer Complaint) and confirm your entry.

On the screen that appears, enter the following data and confirm your entries:

Customer: 1033Material: AM2-750-APlant: 1000

1-1-2 In the tab page Reference Objects, choose the tab page Contact Partner Address and use the input help to select Mr. David Taylor as the contact partner for the customer. If he has not yet been created, choose the pushbutton Create contact partner and enter the data for David Taylor.

1-1-3 In the action box choose the follow-up function Document Telephone Call.

Use the field-related input help for the field Calls For to choose David Taylor and set the radio button Not Reached to document that you tried in vain to reach the customer by telephone.

Confirm your entries.

Choose the tab page Immediate Activities to check whether the telephone call has been documented as an activity.

Enter your group number as coordinator on the tab page Internal Processing.

Save your notification.

(C) SAP AG LO710 34

8

SAP AG 2001

Internet Service Request

Unit Objectives



Unit Summary

Contents:

(C) SAP AG LO710 1

8.2

SAP AG 2001

ISR: Unit Objectives

Describe how the Internet Service Request can be used

Use solutions and forms in association with the Internet Service Request function

Create an Internet Service Request


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8.3

SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



(C) SAP AG LO710 3

8.4

SAP AG 2003

ISR - Basic Logic

DirectDirectSelf-

explanatorySelf-

explanatory

QuickQuick

EfficientEfficient

ConvenientConvenient

Easy to understand

Easy to understand

No trainingexpenses

No trainingexpenses

IntuitiveIntuitive

Intranet

Internet Service Request = The single point of entry for all employees in a company who wish to create notifications

ISR is implemented as an Internet service (QISR) using the IAC (Internet Application Component) technology.

Simplified notification creation in a Web browser Retrieval of solutions using a search engine

With references to document, links to Web sites, and so on Locating and calling of electronic forms

Automatic assignment of a processor on the basis of standard roles using the SAP Workflow Status tracking (Who is currently processing the notification i created?) An open architecture for simplified definition of customer-specific entry screens on the Web For more information about ISR, see: http://service.sap.com/isr

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8.5

SAP AG 2003

Notifications - Problems, Questions, Requests ...

"Lighting for parking space P4 is not working"

"To many days were subtracted from my holidays..."

"Is it possible to hire a laptop ...?"

"Where can I make color photocopies ...?"

"The printer in room C2.68 is broken"

"My screen is flickering"

"The goods delivered do not correspond to my order"

"My customer is complaining about the delivery of ..."

“ . . . “

A variety of internal requests and services have to processed in many companies: Employees may discover problems in their immediate working environment, they may request changes, or they may want to make suggestions for possible improvements. For these, and other similar internal processes, the same questions always apply: Who is the contact person for this? Which form do I need to use and where can I find it? What is the correct flow of this procedure or process? How do I know if my request is being processed?

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8.6

SAP AG 2003

Procedure

No corresponding solution found,-> Send problem

Createnotification

Does a solution existfor my problem?

Status tracking

Attach note

e-mail (Additional info. required)

First of all, the user describes his/her problem or request and triggers a search for a solution. If solutions are found on the basis of the texts the user has entered, then these solutions will, for example, contain, a description or a procedure. Links to Web sites, for example, can be assigned to these solutions. A prerequisite for this solution-finding procedure is the solution database.

If no satisfactory solution is found, it is possible to send a notification directly from the ISR. It is not necessary to enter the name of a contact person.

The notification is passed through the SAP Workflow until it reaches the corresponding employee, who will process it further. The notification type can be changed provided that: The notification does not yet have the status "In process" The notification must be of notification origin G0

The user who sent the notification can keep track of the status of his/her notification.

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8.7

SAP AG 2001


Development II 12345

Need a shuttle from the airport for clients on the 12th of July at 2pm.

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8.8

SAP AG 2003

ISR - Uses and Requirements

Text entry

Simplified notification transaction

Web form

Pure text recording: When you press send, the notification is created in the background and the text you entered is transferred into the long text of this notification.

Web form: When the user chooses send, a form appears. In this form, the user can provide additional information, which is then used to create the notification. You can define your own recording forms as HTML templates. It is also possible for users to generate fields that are not in the notification in a form. The notification processor can see these fields on a separate tab page - Form - in the notification.

Simplified notification transaction: When you choose send, the Webgui for the recording of the notification is started. The simplified notification recording view is used (transaction IQS21).

The variant that is used depends on the subject (scenario) entered by the user. The available scenarios can be defined in Customizing. When defining a scenario in Customizing, you also determine the notification type that applies for a notification of this scenario.

You can find the Customizing settings for the scenarios under: Cross-Application Components -> Notification -> Notification Processing on the Intranet -> Define Scenarios. Predefined scenarios can be transferred from the delivery system using the transaction QISR_SM29 and the command file P46C_ISR.

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8.9

SAP AG 2003

ISR - Example from Public Sector

Notification processing can be performed directly on your company's Web site The individual structure of the Web forms can be designed using HTML. No modifications are

necessary.

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8.10

SAP AG 2003

Easy Entry of Notifications

Enter all data on one screen

Change the notification type

Configuration of initial data screen and processing screen can be changed

With the transactions for simplified notification processing, you are presented with a simplified view of a notification in terms of structure and functions. In this processing view, the system only provides the functions that you need to process notifications quickly and efficiently.

You can enter information quickly and easily using both the SAP System and the Internet/intranet. In simplified notification processing, tasks and activities are created using the action box. You can access simplified notification processing in the system under Office -> Notification or under

Logistics -> Central Functions -> Notifications. The notification category General notification is available as of Release 4.6C. This new notification

category supports the preconfigured notification type General Notification. This notification type serves as a "general-purpose" notification that is not limited to any specific

business processes. You can use this notification type to initially record information of a general nature, which may later be categorized more specifically from a business perspective.

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8.11

SAP AG 2003

R/3 Client/Server Architecture with ITS

...

Presentation Application Database

...

DIAGHTTP

(HTML)

ITSITS

Web browserWeb browser

SAPGUISAPGUI

WebWebserverserver

The conventional method of accessing the SAP System interactively is by using the SAPGUI, which displays SAP transaction screens and allows the user to interact directly with the system. It communicates with the SAP System by using a special SAPgui protocol that uses TCP/IP as its networking basis. The SAPgui has a direct network connection to the SAP Application Server via a local or wide area network.

So that you can access the SAP System with a Web browser, you need additional middleware to make the connection between SAP technology (SAP Application Servers and SAPgui) and Web technology (Web servers and browsers). This is accomplished by the Internet Transaction Server (ITS). It provides the services of a Web application server. However, it does not perform any transaction processing itself. Instead, it passes all business processing to the SAP System, with which it interacts exactly like a regular SAPGUI.

The Internet Transaction Server is the link between the Web and SAP. It consists of twp separate programs: WGate (Web Gateway) and AGate (Application Gateway), which may reside on the same computer or on two separate computers connected by a TCP/IP network.

For details about the current availability, see: http://service.sap.com/sap-its

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8.12

SAP AG 2003

ISR: Unit Summary

The Internet Service Request provides an efficient means of finding solutions to problems

You do not need any previous knowledge or experience to work with the ISR

If no appropriate solution is found, you can create a notification directly in the ISR, which can be connected to the SAP Business Workflow

The user who sent the notification can constantly keep track of the status of the notification.

(C) SAP AG LO710 12

9

SAP AG 2003

Unit Objectives


Business Scenario

Controlling Overhead Costs in the SAP System

Cost Processing Using QM Order

Elements of a QM Order

Creating a QM Order

Linking a Quality Notification to a QM Order

Settling a QM Order

Cost Report for QM Order

QM Order

Contents:

(C) SAP AG LO710 1

9.2

SAP AG 2003


QM Order: Unit Objectives

Describe how the QM order is used

Describe how the QM order is represented in the SAP System

Create a QM order for a quality notification

Describe how different costs can be collected for a quality notification

Settle a QM order

Display a cost report for a QM order

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9.3

SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



(C) SAP AG LO710 3

9.4

SAP AG 1999

QM Order: Business Scenario

Inspection time...

= Costs...

Defect analysis...

As a result of increasing market globalization, and the resulting changes to economic and market conditions, many companies are forced to optimize their processes and to reduce their costs at all levels.

The recording of quality-related costs is integral to an effective quality assurance program. If a company can effectively record, settle and evaluate its costs, it can then reduce these costs and increase the product quality.

Quality-related costs are incurred primarily in the processing of quality inspections and complaints.

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9.5

SAP AG 2003

Controlling Overhead Costs in the SAP System

Cost centers

Sales order stock Warehouse stock

Profitability segments

Cost objects

Orders/Projects Processes

Revenue elements

Cost elements

QM Order

No. 4711

Debiting a QM order

Settling a QM order

The SAP Controlling (CO) component is responsible for planning, collecting and evaluating all the costs incurred within a company. These costs also cover quality-related costs.

You can use the Quality Management (QM) component to record quality-related costs using QM orders. Orders are used in overhead cost controlling in CO, for example, to record and keep track of overhead

costs. A QM order is settled in the same way as an overhead cost order in CO. Costs collected in a QM order can be settled to cost centers, orders, projects or processes. The costs collected in and settled from a QM order reduce the profit of a company.

(C) SAP AG LO710 5

9.6

SAP AG 1999

Qualitynotification

QM Order

No. 4713

Cost Processing Using QM Order

Inspection lot

QM Order

No. 4711

Appraisal costs Defect costs

QM

CO

Inspection processing Notification processing

Order processing

Account ass. object

CO order

Cost center

Sales order

In the QM component, you use QM orders to record the costs that have been incurred (actual costs). You can record costs when processing quality inspections (appraisal costs) or when processing quality

notifications (defect costs). You assign the QM order to an inspection lot in inspection processing. You assign the QM order to a quality notification in notification processing. The costs collected in a QM order are settled to various account assignment objects in the CO

component.

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9.7

SAP AG 1999

QM Order

No. 4711

Elements of a QM Order

Order type

Settlement rule

Defines the technical elements of the order, and specifies the component, to which the order is assigned (06 = Quality Management).

Differentiates an order or its use:

QL01: General QM order (appraisal costs, periodic settlement)

QL02: Individual QM order (appraisal costs)

QN01: QM order (defect costs)

Defines what share of the costs collected in the order is to be borne by the receivers and defines the receivers.

Order category (06)

The QM order has order category "06". This order category is predefined in the system and cannot be changed.

Order category "06" contains several order types. The following order types are delivered with the standard system: QL01 (general QM order for appraisal costs with periodic settlement) QL02 (Individual QM order for appraisal costs) QN01 (QM order for defect costs)

If required, you can also create additional order types in Customizing. You can define your own settlement rule in the order master record. This allows you to:

Settle costs to one or more receivers and define different receivers (such as, WBS element, sales order, profitability segment)

Enter how the costs are to be shared (distribution rule) Enter the cost elements that are to be used to settle costs

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9.8

SAP AG 2003

Creating a QM Order

QM Order

No. 4715

Order type QN01

Assignment to one or more quality notifications

Activity confirmation takes place in the CO component

Can be created manually in a quality notification

One-time settlement

Notification processing

Manual order creation when creating or changing a quality notification (order is automatically assigned to the notification)

Manual order creation outside of notification processing (order can be manually assigned to the quality notification)

When processing a quality notification, you can create a QM order and assign it to the notification. You can assign existing QM orders to a quality notification. You can define the following information in Customizing for the quality notification:

Costing parameters for defect cost-orders Default account assignment for the costs related to a quality notification

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9.9

SAP AG 1999

Link: Quality Notification/QM Order

Debit

Internalactivity

Cost center

Rework

Warehouse

Materialwithdrawal

Accounting

Delivery/activity

Order

No.CustomerMaterialQM Order

81512345

ABC4711

Quality Notification

QM Order

No. 4711

You can create the QM order from the quality notification. The QM order is debited using CO functions.

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9.10

SAP AG 1999

Settling a QM Order

QM Order

Account assignment objects

Cost center

G/L account

Profit. segment

Order

WBS element

Sales order

Installation

Network

Settlement

You can settle the costs incurred for an order, using various account assignment objects. In Customizing, you use different settlement profiles to specify the allowed receiver for each order type

(order, cost center, sales order). However, you do not necessarily have to settle an order.

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9.11

SAP AG 2003

Cost Report for QM Order

Period 3Period 2Period 1 Period 4 Period 5Cost elements

2110 311,00

235,10

546, 1098,50

56,45

98,15

154,60

381,25

34,50

415,75

51,20

203,50

254,70

73,80

25,70

Order: Period Comparison Actual Status: 13.10.1999 15:48:19 Page: 2 / 2

Order/Group: 10007774 Qsc Batch MaterialFiscal year 1999

2120

8883509

You can create various cost reports for an order in the system (for example, a comparison of actual costs by period or a comparison of actual costs by year).

To distinguish between different types of quality costs (for example, internal and external defect costs) and to summarize them accordingly using the functions in the Controlling component, you assign the orders to a predefined class in the SAP Classification System and make distinctions using freely defined characteristics in this class.

You can use the fields of the order master record (object characteristics) or you can freely define your own characteristics (user-defined characteristics) as characteristics for the Classification System.

You use these summarization characteristics to create summarization reports for orders. The controlling area always forms the first step in the hierarchy of an evaluation. If you want to

summarize relevant orders, you must set the Classification indicator for the order type in Customizing.

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9.12

SAP AG 2003

QM Order: Unit Summary (1)

You use QM orders to monitor costs before they are allocated to their corresponding cost centers.QM orders therefore give a clearer overview of the Controlling procedure than cost center accounting alone.

Quality notifications contain the function Create QM order, linking the notification to a QM order.

You can define a profit center and a WBS element in the master record for the QM order. You can take into account any orders assigned to a project when you create reports and when a project is settled.

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9.13

SAP AG 1999

QM Order: Unit Summary (2)

The order type is the central control parameter in Customizing. You use it, for example, to define rules for number assignment, an order that can be used as a copy model, and information relating to status management.

QM orders that are created automatically when a quality notification is processed, are assigned an internal number by the system.

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10

SAP AG 1999

Evaluations

Contents:

Unit Objectives


Business Scenario

Reporting (Evaluations Using Lists)

QM Information System (QMIS)

SAP Business Information Warehouse (BW)

Unit Summary

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10.2

SAP AG 1999


Evaluations: Unit Objectives

Describe the worklist functions for quality notifications (reporting)

Evaluate notification data using the QM Information System (QMIS)

Describe the main features of the SAP Business Information Warehouse (BW)

Explain the advantages and disadvantages of each evaluation option

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10.3

SAP AG 2003


Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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10.4

SAP AG 2003

Evaluations: Business Scenario

Alert!

1,640

Monthly reports

Lists

Ad-hoc evaluations

Business Information Warehouse

QM Information System

Early Warning System

Evaluations play an important part in successful, strategic planning in your company. They allow you to determine the correct key figures and to prepare them for use at appropriate times.

In critical situations, when exceptions occur, it is particularly important for the relevant person responsible to be informed automatically of the problem.

The SAP System enables you to evaluate quality notifications in the following ways: Reporting (create worklists using using Lists) QM Information System (QMIS) SAP Business Information Warehouse (BW)

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10.5

SAP AG 2003

When displaying or editing a quality notification

Reporting: Evaluations Using Lists

Report

Graphic

Download

Display/change detail

Notification list

Item list

List of Tasks

Activity list

When you process quality notifications and tasks, you can use the notification-related list (report) functions to dynamically call up and process worklists.

The lists provide various options for analyzing notification data in the system.

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10.6

SAP AG 2003

Tasks?

Mr. Green

I would like to see the tasks, for which I am

responsible.

Create Worklists Using Lists

Task status ...

List of Tasks

Exception Notification Task Status ...

You can use lists of notifications and tasks to create a personal work list. They can also be used to monitor escalated notifications or tasks.

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Summarization of Notifications in QMIS

Notificationitem

Extract

Extract (restructure)

QM Information System

Notifications

Info structure

Save

Update

Quality notifications and inspection results from the QM component are updated in the QM Information System (QMIS). The QMIS forms part of the LIS (Logistics Information System) in the SAP System.

When you save a notification, the notification data is updated independently of the notification status in the QMIS.

Summarization of the notification data takes place at notification and item level. You can evaluate the updated data in summarized form using the QMIS.

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Information Structure for the Notification

Material

Material + vendor

Material + customer

Item + material

Item + material + vendor

Item + material + customer

Qualitynotification

Material

Defect item

Info structures are special statistics tables, in which the summarized data is updated. This data comes from the productive operations.

The following info. structures are available in the standard for evaluations of notifications: S097 This information structure contains the summarized data of the quality notifications from

notification headers and tasks for the material analysis. S098 This information structure contains the summarized data of the quality notifications from

notification headers and tasks for the vendor analysis. S099 This information structure contains the summarized data of the quality notifications from

notification headers and tasks for the customer analysis. S100 This information structure contains the summarized data of the problem level (or defect level)

of quality notifications for the material analysis. S102 This information structure contains the summarized data of the problem level (or defect level)

of quality notifications for the vendor analysis. S103 This information structure contains the summarized data of the problem level (or defect level)

of quality notifications for the customer analysis.

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Characteristics and Key Figures for the Info Structures

QM Info System

Info structure

Period

Material

Customer

Vendor

Plant

...

No. of defects

Nonconfor-ming

quantities…

Charact-eristics

Key figures

243

1621

26

45

2358

...

...

...

...

...

...

...

...

...

...

...

......

Characteristics are summarizing criteria without a time reference, (such as notification type, vendor, material etc).

The time reference is created by periods. When data is updated, it is collected and summarized for each period.

Key figures provide information that is important for your business (for example, number of defects, nonconforming quantities, total number of notifications, number of notifications outstanding, tasks outstanding etc.)

All key figures can be monitored by the Early Warning System (EWS).

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Evaluations in QMIS

Customer-specific and standard

analyses

InformationStructures

(summarized data)

Documents


Reports

Flexible analyses

QMIS

ABAP

Report Writer LIS

"Which quality data can I display?"

The QM Information System offers various methods for analysis, based on the data held in the standard information structures.

The standard analyses provide you with a tool for presenting and analyzing statistical data. Standard analyses are delivered by SAP with the standard system and are preconfigured (for example,

the drilldown). You can however modify them to suit your requirements. In addition, you can also define individual views of the data in the QM Information System and include

other data from the SAP System.

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Standard Analyses


(summarized data)

Notifications - Overview

Vendor No. of notifications ...

Simpson

Adams

25

6

Prio Vendor

AdamsAdams

12

Material

TK3-MMSMR-675

Standard Analyses

Documents

Notification list

Adams1 ZR-567

Notification display

Vendor: Adams

Material: MR-675

Standard analysisAdams TR-RMEAdams

Adams

The following standard analyses are available in the QM Information System. These analyses allow you to evaluate data from quality notifications and inspection lot processing: Notification overview Problems in notifications Defects Inspection lots Inspection results

The structure of the standard analyses is based on the info structures. You can switch directly to the notification list and then to the notification display from the standard analysis. The notification lists and individual notifications are loaded from the documents.

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"Which of the materials delivered in May had the most problems?"


(summarized data)

Material Total Notifications

1

Total

MR-675

S5-123

MR-677

TK3-MMR

TK3-SMS

S6-275

3

8

2

12

1

36

Vendor: Adams Ltd

List: Materials/Vendors

Rows highlighted in redindicate exceptional situations

You can display defined exceptions in an exception analysis, using the Early Warning System. The exception analysis functions like a filter; only the exceptional situations are displayed. The exceptional situation can be highlighted in color.

The characteristics and key figures in the QM information System are the basis of the Early Warning System. It allows you to pinpoint and monitor weak points in your logistical processes.

The Early Warning System helps you to promptly identify exceptional situations that can lead to problems in your processes.

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Periodic Analysis

Mail

Exception!

15

Info structures(summarized data)

Total notifications 2Total notifications 7Total notifications 4Total notifications 6

The following exceptional situations were identified:

Mail

Vendor Material

AdamsSimpsonBay Tools WTS Inc.

Exception: No. of notifications > 1

In the Early Warning System, you use an exception to define an exceptional situation. An exception contains an entry of characteristics or characteristic values (for example, vendor, material) and conditions. You can define conditions as threshold values for key figures (for example, vendors with more than one notification).

You can plan periodic exception analyses using jobs and run them automatically in the background. You can link follow-up processes to these periodic analyses (such as, sending a mail) that can be executed when an exceptional situation occurs.

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SAP Business Information Warehouse (BW)

Business Explorer Browser

Online Analytical Processing System(OLAP)

Online Transaction Processing System(OLTP)

InfoCubes

Source systems

NotificationsNotification

itemsR/3

Extraction

Preparation

Presentation

Workbooks/Queries

BW

The SAP Business Information Warehouse (BW) is a data warehouse containing consolidated information from internal and external sources.

SAP BW is preconfigured with information models, reports and tools for extracting and loading data automatically.

The Business Content information models contain Queries, MS Excel Workbooks, InfoCubes, update rules and transfer rules, info objects and R/3 extraction programs.

The following form an integral part of SAP BW: SAP R/3 extractors (data selection in the R/3 System) Staging engine (data compression in BW) OLAP engine (data selection in BW) Administrator Workbench (BW administration) Business Explorer (presentation)

Data extraction takes place periodically or "on-demand". Additional SAP BW courses: BW200 (BW Overview), BW205 (BW Reporting), BW207 (BW

Reporting Management), BW209 (BW Web-Reporting), BW210 (BW Management), BW220 (SAP OLTP Extraction), BW305 (BW Reporting & Analysis), BW310 (BW Data Warehousing), BW330 (BW Modeling), BW340 (BW Data Staging)...

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Workbook with Embedded Query

Defect Analysis - Notifications

Object Part CodeCal.Year/WeekCustomerVendorMaterialDefect classProblem code

Problem code Problem frequency9/F-300/5 Defective filaments 20.833%9/LAMP/5 9/LAMP/5 20.833%9/LAMP/3 9/LAMP/3 12.500%9/F-300/3 Base damaged 8.333%9/F-100/300 Outside of tolerance 6.250%9/F-300/21 Glass scratched 6.250%9/RADIO/1 Casing broken 6.250%9/F-300/2 Glass smashed 4.167%9/F-300/4 Dirty 4.167%9/RADIO/2 Volume not adjustable 4.167%9/F-200/100 Dented 2.083%9/RADIO/4 Interference 2.083%9/RADIO/99 Miscellaneous 2.083%Overall Result 100.000%

Characteristics for the drilldown

Key figures

Your logo

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Workbook with MS Excel Graphic

Quality Browser

Problem frequency

Defective filaments

9/LAMP/5

9/LAMP/3

Base damagedOutside of tolerance

Glass scratchedCasing broken

Glass smashed

Dirty

Volume not adjustable

Dented

Interference

Miscellaneous

0% 5% 10% 15% 20% 25%

Example layout

The graphic shows a demo example. It is not covered by the normal SAP support. You need MS Excel/Visual Basic experience to change the contents of the graphic. Available content for notifications in the BW standard (InfoCubes).

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Comparison of Evaluation Options

Original documents QMIS SAP BW

Time relevance

Area evaluations

Level of detail

Visual presentation

Company evaluationsWorklist, To-Do

+

+

-

+ -

-

+

Advantages and disadvantages of each evaluation option: Original documents:

Covers a large volume of data, and the system performance can be affected in comprehensive evaluationsAll recorded data can be read and evaluated. If original documents have already been archived, they can be accessed using Archiving functions.

QMISContains application-specific functions (this means that only QM-relevant data is evaluated).You can display original documents.You can run exception analyses.

SAP BWContains cross-application functions (this means that data from different areas and systems can be evaluated.Provides a tool for employees at management level.BW evaluations are in report form with a variable time-reference: Month, week, quarter, and so on.

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Evaluations: Unit Summary

You can use quality notification lists as worklists.

The selection data and the dynamic list structure allow for individual evaluation of the quality notification data.

The Quality Management Information System (QMIS) forms part of the Logistics Information System (LIS).

You can set up your own analysis structures by linking quality notifications to the QMIS.

Data from notification processing or defects recording is updated every time you save.

The SAP Business Information Warehouse allows you to produce management reports of presentation quality.

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10.19Evaluations Exercises

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Unit: Evaluations

Topic: Worklists


Use the worklists as an alternative to the workflow

Describe the options for configuring lists (selection and display variants)

You use the lists for notifications as worklists.

1-1 Worklist for tasks

1-1-1 Create your own personal worklist for tasks.Use the Required start/end date for the notification as a control for the monitor.

Structure the list according to your own requirements.

Sort the list in descending order by material.

1-1-2 Complete all outstanding tasks that are assigned to you.

1-2 Worklist for notifications

1-2-1 Create your own personal worklist of notifications.Select all the notifications, in which you are assigned as coordinator. Modify the contents of the list to suit your requirements.

1-2-2 Call the Graphic function for the material column.

1-2-3 Complete the notification.

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Unit: Evaluations

Topic: Worklists

1-1 Worklist for tasks

1-1-1 Logistics Quality Management Quality Notification Worklist Task Change Data

In the Coordinator field, enter your group name. Use the field-related input help for the Reference field for monitor to select the entry Required start/end and then choose the Execute pushbutton.

Choose the Change layout pushbutton to structure the list according to your personal requirements. Include the Material field in your layout.

Select the Material column and choose the Sort in descending order pushbutton.

1-1-2 Select your tasks and choose the pushbutton Tasks. Choose the Complete tasks pushbutton and save your data.

1-2 Worklist for notifications

1-2-1 Logistics Quality Management Quality Notification Worklist Notification Change Data

In the Coordinator field, enter your group name and choose the Execute pushbutton.

Choose the Change layout pushbutton to structure the list according to your personal requirements. Include the Material field in your layout.

1-2-2 Select the Material column and choose the Graphic... pushbutton.

1-2-3 Select your notifications and choose the pushbutton Notification. Choose the Complete... pushbutton and save your data. Specify whether the problem was caused internally or externally.

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Unit Objectives


Business Scenario

Use in Various Applications

Users and Administrators

Structure of Solution Database

Solution Database for Notification

Search Request Procedure

Unit Summary

Solution Database

Contents:

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Solution Database: Unit Objectives

Create a quality notification for a problem and call up the solution database

Search for symptoms, solutions and tasks for the problem

Copy selected tasks into the quality notification

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Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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Solution Database: Business Scenario

Symptoms

Solutions

When processing complaints in your company, it is important from a quality assurance point of view to process problems quickly and efficiently. In this way, your company can avoid incurring costs caused by detailed analysis of defects and determination of tasks.

If your company has a tool that saves, manages and quickly recalls the symptoms of common problems and their solutions, you can process notifications more easily.

The solution database that is integrated in the SAP system provides you with a fast, efficient way of searching for appropriate solutions when processing notifications.

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...

Use in Various Applications

SAP R/3

Solution database

Customerself-service

Customer service

Human resources

FinancialAccounting

Symptoms Solutions

Qualitymanagement

The solution database can be used in various different industry sectors: Chemical and pharmaceutical Health service High-tech industry Automotive industry Government bodies/public services Utilities/telecommunications

As a variety of information can be maintained in the solution database, it can be used by different application components (for example, for complaints processing in quality assurance, for helpdesk and call center solutions or for sales support etc.).

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Users and Administrators

SAP Solution Database

Office worker

Customer service clerk

Customer

Field sales representative ...

Quality assurance representative

Database administrator

Technical expert

User

Administrators

Marketing representative

The solution database is: Used by different people to solve various problems Maintained by administrators and technical experts in their field

There are several advantages to using the solution database: Avoids redundant data storage Short response times Multilingual capability (suitable for all Indo-European languages, such as, English, German, French,

Russian etc.) Search is based on text (individual key words, partial phrases, phrases, complete sentences, paragraphs

or documents) Information is found, even if text entered is not grammatically correct No wild-card entries (*), or logical operators (and/or) are needed for the search

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Structure of Solution Database

Solution Database

(Textindexing)

Search engine (document search)

Symptom

Language DELanguage EN

Solution

Language DELanguage EN

Corpus

Symptom

Tables

Symptomrecords

Solution

TablesSolution records

Corpuscompiler

Database

The solution database comprises the following main components: Corpus compiler (corpus = collection of documents) Search engine (document retriever) for the document search

Before starting the actual search procedure, the Corpus Compiler automatically generates a dictionary (Corpus) of all existing documents and weights them according to frequency and entropy (volume of information contained in an information source that is controlled according to statistical laws).

The search engine receives a query from the user (in the form of keywords, whole texts or sentences etc.). The information that the user enters is used by the search engine to provide texts from the Corpus that have a similar subject matter to the query.

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Solution Database for Notification Processing

Action box

Hitlists

Symptoms Solutions


Data transfer to notification

Problem

Tasks

Solution database

Search engine

Corpus

CorpusCompiler

D

a

ta

b

a

s

e

Symptom

Solution

Symptom

Solution

When you want to create a notification, enter a description of the problem. When the solution database is called, the text you entered is forwarded to the search engine. This then

searches for and lists texts that are the closest match. These texts are displayed in hitlists (symptoms, solutions, tasks). The person processing the notification

can choose the most appropriate symptoms, solutions and tasks and copy them into the notification.

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Search Request Procedure (Overview)

Enter additional details if required:

Hitlist of symptoms is displayed

Enter a problem description (can also be key word)

Call up solution database using the action boxin the notification

Choose symptom

Display solutions for symptoms selected

Symptom type, application area, etc.Reference object (material, equipment, etc.)Catalogs and code group

Display tasks for solutions selected

Copy tasks into the quality notification

Processor of notification

1

2

3

4

5

6

7

8

Symptoms

Solutions

Once you have entered the symptoms (for example, texts, catalog entries), you can search for symptoms that already exist in the database, to identify whether the same or similar information has been entered. The system uses a fuzzy search to search for symptoms in the symptom corpus. The system displays the corresponding symptoms and solutions.

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Creating a Quality Notification


Solution database

Create notification

Log telephone call

Create return delivery

Create internal note

Sunroof defective

1

Entry of problem description

Calling up the solution database

2

Follow-up functions

in action box

As the first step, you enter the description of the problem as the subject. Then you call up the solution database using a follow-up function in the action box.

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Search for Symptoms

Reference objects

Sunroof defective

Symptom number Solution number

Details of symptom Catalogs/codes4

Entry of additional information:

Material OBJTYP

Description Code CodeS

3

Continue with

A dialog box appears to help you search for symptoms. Here you can enter additional information to restrict your search: Details of symptom Reference objects (such as material or equipment) Catalogs, code groups, codes

If you know the number of a particular symptom or solution, you can also enter this here.

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Sunroof winder jammed

Description

When trying to open sunroof

Sunroof sticks when opening

Sunroof sticks when closing

UseLink..

Sy Hitlist.. Des

Number of Solutions Assigned to the Symptoms Selected

6

5

Choose continue to display solutions

Choose symptom

Displaying and Selecting Symptoms

Once you have confirmed the search for symptoms, the system displays all symptoms that most closely match the search criteria.

You can now select one or more symptoms and display the relevant solutions.

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The guide may be..

Description SolutionLink..

Sol Sol..

Number of Solutions Assigned to the Symptoms Selected

500002859 BR 01

8 Choose continue to display tasks

7Choose solution

Displaying and Selecting Solutions

A dialog box appears with suitable solutions for the symptoms. You can now select one or more solutions and display the relevant tasks. You can call up the detail screen for the solution. Solutions can contain descriptions as well as

attachments containing documents (such as, Word documents, graphics etc.) or links to intranet/Internet pages (URL).

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Displaying and Selecting Tasks

Replace guide with part 12GH

Description CodeLink..

Cd C..

Number of Tasks Assigned to the Selected Solutions

500002859 BR 01

8

7Select task(s)

A dialog box appears with suitable tasks for the solutions. You can select one or more tasks and copy them into the notification. Once the search has been completed:

A link to the notification is created for the symptoms you selected A link to the notification is created for the solutions you selected The calling up of the solution database is logged as an activity in the notification

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Solution Database: Unit Summary

The solution database enables you to find the solution to a problem that has been recorded in a notification quickly and easily.

In the solution database, you can search for symptoms, solutions and appropriate tasks.

You can make requests using a text search (without wild-card entries or logical operators).

You make relevant settings in Customizing to use the solution database.

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11.16 Solution Database: Exercises

Unit: Solution database

Topic: Solution database


Create new symptoms and solutions

You use the solution database to provide support for the customer over the telephone.

1-1 Create symptom and solution

Create a new symptom.

Type of symptom: PC Problem

Select a type of damage and perform the assignment.

Enter a suitable description for the symptom. Enter your group number in the text.

Assign the symptom to the symptom category Hardware.

Assign the material number T-AQ3## as the object.

Release the symptom.

Create a suitable solution for this symptom.

Type of solution: PC Solution

Enter a solution text.

Assign two suitable tasks.

Assign the URL www.sap.com as an attachment.

Release the solution.

Save the symptom and the solution.

1-2 Text index

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http://www.sap.com/

Create the text index for the new symptoms and solutions.

1-3 Notification with solution search

Test your settings by creating a notification of notification type Q1.

Material: T-AQ3##

Sold-to-party: Customer 1033

Coordinator: LO710-##

Call up the solution database (database of notes) using the action box.

Search for suitable symptoms.

Select your symptom and search for the corresponding solution.

Copy your solution into the notification. What happens?

Save the notification.

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11.17 Solution Database: Solutions

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Unit: Solution DatabaseTopic: Solution Database

1-1 Create symptom and solution

Logistics Quality Management Quality Notification Solution Database Edit

Create Symptom:Choose the Create symptom pushbutton. Enter PC in the Symptom Type field and confirm your entry.

Enter the following data and then confirm your entries:

Field Name ValueCode symptom: Select a codeDescription: Description and your group numberSymptom category: H

Choose the Object tab page and then choose the Add a business object pushbutton.Choose the object type Material and then choose Continue. On the screen that appears, enter the material T-AQ3## and confirm your entry.Choose the Release pushbutton (green flag).

Choose the Create and link a solution pushbutton in the application toolbar.


Field Name ValueSolution type PC

Description Enter a description

In the application toolbar, choose the Add tasks under the selected node pushbutton. Select two suitable tasks and choose the Copy pushbutton.

In the application toolbar, choose the Add attachments under the selected node pushbutton, then choose Attachment – Internet Address and confirm your entry. Enter the following data:

Field Name ValueDescription SAPInternet www.sap.com

Confirm your entries twice.

Choose the Release pushbutton and save your data.

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1-2 Logistics Quality Management Quality Notification Solution Database Index

Confirm the proposals on the entry screen.

1-3 Logistics Quality Management Quality Notification Create

Use the field-related input help to select the notification type Q1 and confirm your entry.

Enter material T-AQ3## and the customer 1033 and confirm your entries.

In the action box, choose the follow-up function Solution database, enter a search text that describes your problem (for example, PC is not working), and then choose the Add symptom detail criteria pushbutton.


Field Name ValueSymptom type: PCSymptom category: H

Choose OK to start the search for a solution.

Select the symptom that you created earlier and choose the Search for solutions assigned to selected symptoms pushbutton.Select a solution and choose the Search for tasks assigned to selected solutions pushbutton.

Select one of the solutions found and choose Link the selected solutions.

The selected tasks are copied into the notification. Save your notification. Enter PLM410-## as the coordinator.

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Unit Objectives


Business Scenario

Settings for Notification Types

Defining Screen Areas

Partners Included in a Notification

Priorities

Action Box

Print Control

Status Profile

Field Selection

Unit Summary

Customizing

Contents:

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Create a new notification type for quality notifications and make settings relating to this notification type

Define follow-up functions for the action box

Describe the individual steps that are required to make the print control settings

Make the remaining settings for quality notifications using the Implementation Guide (IMG)

Customizing: Unit Objectives

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13

Evaluations 10

Customizing 12

QM Order 9


Internet Service Request 8Course Overview 1

3






2Problem Processing with


Support Line Feedback

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Customizing: Business Scenario

Customizing

Configuration

Flexibility

Optimization

You use the Customizing transactions to modify the quality notification functions to meet your company's requirements. You can for example: Define your own notification types (in addition to those that are delivered with the standard system) Structure the screen content that is displayed in notification processing Define follow-up functions that you can execute in complaints processing Configure the printing of shop papers Determine whether related notifications are to be displayed (and if so, whether the data is to be read

from the Logistics Information System or from original documents)

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Customizing Settings for Quality Notifications

Priorities and priority types

Action box/follow-up functions

Catalogs/catalog profiles

Response time monitoring

Follow-up actions for tasks

Print control

List definition

Status Profile

Field selection

Partners

Notification types and parameters

Defects recording/classification

You need to perform several Customizing activities for quality notifications. This unit deals with the activities marked with a blue arrow.

You can find information on the other Customizing activities in the Implementation Guide (IMG), or some activities have already been covered.

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Notification Types: Customizing (1)

Notification type

Control for long texts

Initial screens

Parameters for QM order

Partner function

Nonconformity valuation

Screen controlNotification origin

Number assignment

Catalog Profile

Interval

Catalogs


Screen areas and tab pages

In the SAP System, notifications are assigned to the individual application components using the notification type.

You use the individual notification types to: Define different classes of quality notifications Select notifications

You specify the business purpose of the quality notification when you define the notification type. You use the notification origin to define whether the notification type is customer-related, vendor-

related, or internal. The notification origin affects the appearance of the screens; it does not affect the options for follow-up

processes.

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Notification Types: Customizing (2)

IMG: Quality Management -> Quality Notifications

1) -> Notification Creation -> Notification Types

a) Define Notification Types: New entries: Specify notification type

b) Define Number Ranges -> Maintain number range Groups : In the Not assigned section, select new notification type and choose number range group. Choose the Assign element/group pushbutton

c) Define Screen Templates -> Define the screen areas and tab pages: For the new notificatio n type, choose Notification Header, Simplified View , and Extended View in sequence. In the extended view, you define tab pages. Select the required tab page, activate it (tab page button in th e tabstrip area), and assign screen areas.

d) Allowed Change of Notification Type -> New entries: Enter new notification type and the allowed targe t notification types. A target notification type can stem from a different notificatio n type than the new notification type.

2) -> Notification Creation -> Notification Content

a) Catalogs and Catalog Profiles for Notification Type: Assign

3) -> Notification Creation -> Partners

a) Define Partner Determ ination Procedures -> Assign partner determination procedure to notification type: Select suitable partner determ ination procedure (if necess ary, create one), then assign partner roles to notification type

4) -> Notification Processing -> Response Control

a) Define Priorities -> Priority type for notification type: Select a suitable priorit y type (if necessary, create one)

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Customizing: Defining Screen Areas

(Screen area 1)

(Screen area 2)

(Screen area 3)

(Screen area 4)

Subject

Customizing of notification type(tab page processing)

Notification screen

Function

Tabstrip control

Screen area

Activity cat.

Tab 10\TAB01

Tab header

Icon

Subject

ICON_CREATE_TEXT

Tab

Screen area 1

Screen area 2

Screen area 3

Screen area 4

Screen area 5

Reference documents

Contact person with detail data

Note on related notifications

Subject and long text

Reference object

040

036

025

031

005

H

You can freely structure the screens that are displayed during notification processing in Customizing for the notification type.

For each notification type, you can determine: The tab pages (tabstrips) that are to be displayed on the screen The text that is to appear on individual tabs The screen areas that are to appear on each tab page

The tab pages may be structured differently for the create, change or display functions.

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Customizing: Defining Tab Pages

Notification

Customizing

Customizing

For complex notification transactions, you can define tab pages and assign screen areas to these tab pages. First, you should copy the settings from client 000 and check if the standard setup of the screen templates is suitable to meet the requirements of your company's quality notification processes and functions. Then, you can optimize the settings for the tab pages and screen areas. Proceed as follows:

Look at the available tab pages and screen areas and the fields contained in them. For each notification origin, you will need a sample notification in which you can examine the screen areas.

Assign the required screen areas to the available tab pages and assign suitable titles to these tab pages. Note: The tab page 10\TAB* is at header level in the quality notification, and the tab page 20\TAB* is at item level.Tip: Check the effects of the settings you make immediately in a separate session using the sample notification.

If you have not defined any screen areas for the relevant notification type before you create a notification, the system will search for a notification type with the same notification origin in the standard client 000 and will use the screen area settings of this notification type. You can transfer the standard settings for the relevant notification type manually into the current client (transaction OIMN)

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Action Box (Customizing 1): Plan Follow-Up Functions

Example of process with follow-up functions:

Send final notice (*)

END

or

Overview of Customizing Steps for Structuring the Action Box:

END

(*) = Follow-up functions

Send receipt of confirmation

Send interim notice (*)

Send final notice (*)

Define individual follow-up functions1

For each follow-up function, define whether:

The follow-up function is dependent on another follow-up function

It is only to be performed once, or several times

If necessary, define dependent follow-up functions for follow-up functions

2

3

When processing a notification, you can use the action box to perform various functions that you require by simply clicking them with the mouse. These functions are integrated in the action box as individual follow-up functions and are documented as tasks or activities in the notification.

Some follow-up functions have already been defined for each notification type in the standard system. These can be transferred from client 000.

You can define your own follow-up functions in Customizing. You can define the follow-up functions as follows:

As simple functions that can be performed repeatedly and that are independent of other follow-up functions.

As part of a larger process. These follow-up functions are then dependent on other follow-up functions being executed first and if required, may only be performed once.

If you define several follow-up functions that belong to the same process and that are to be performed in a specific sequence, you must also define appropriate rules for these follow-up functions.

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Action Box (Customizing 2): Create Follow-Up Functions

Table View Edit Goto Selection Utilities System Help

Change View "Activities": DetailsNew entries

Dialog StructureNotification types

ActivitiesDep. follow-up functions

Document telephone call

Customer ComplaintNotification type

Function

Scenario

Sort number

Usage

and

Documentation As activity

Notification and task

Any view (create, change, display)

QM06_FA_ACTION_TELEPHONCALL_2

Bus.transaction

Function module

Control Data

Function

User interface

Icon

Quick info Document telephone call

ICON_PHONE

Coding for generated task/activity

Code group

Code

QM-G1

Dependent follow-up function

Rules

Only performed once

Rules

General actions for customer complaints

Telephone call

On the detail screen, you define: The function module that is to be called when the follow-up function is executed Whether the follow-up function is to be documented as a task or activity, or not documented at all in

the notification Whether the follow-up function is to be displayed in every processing mode What view (extended/simplified view) the follow-up function is to be displayed Whether the follow-up function is available during notification and task processing, or whether it is

just available either in notification or task processing How the follow-up function is to be defined in the action box (icon, text or both) Which code group and code is to be entered for the generated task or activity in the notification.

You define specific details for a task: Workflow tasks that are to be generated in conjunction with a follow-up function The function module that is to be called when you save the notification You can use this function

module to make entries in or edit the Workflow container. The status that is to be set for the generated task (such as, released or completed). Rules for the follow-up function (for example, how often you can execute a follow-up function).

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Action Box (Customizing 3):Define Follow-Up Functions

0015

Dep. follow-up functions

Activities

Dialog Structure

Function: Send confirmation of receipt

Notif. type: Customer ComplaintQ1

FK

Allowed follow-up functions

0020

0023

Short text for code

Send interim notice

Send final notice

Dependent follow-up functions for the follow-up function "Send confirmation of receipt"

A dependent follow-up function only becomes active if it is explicitly allowed by another follow-up function.

In our example, you must specify which follow-up functions are to be performed once the first follow-up function ("Send confirmation of receipt") has been executed (for example, "Send interim notice" or "Send final notice").

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12.13

S A P A G 2 0 0 3

D e f i n i t i o n o f s h o p p a p e r s :

N a m e , p r i n t p r o g r a m , f o r m , d e s c r i p t i o n

S p e c i f i c a t i o n o f p r i n t e r :

U s e r - d e p e n d e n t

D e p e n d e n t o n f i e l d c o n t e n t s

P r i n t C o n t r o l : C u s t o m i z i n g

In Customizing for print control, you assign all valid shop papers to the notification type. Certain settings are contained in the standard system for individual work areas. If you want to change the

layout of the lists, you should not change the standard forms, but should copy them under a new name and make the changes in the newly-created forms.

In addition, you define whether the shop papers are displayed with selection indicators when the print proposal is made.

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Status Profile: Customizing

Maint. language English

Status Profile Quality notification profile 1

EN

QM_N001

Status

Allowed follow-up functions

Short text LText Init. st. LowestHigh.. PosiStat. no.

1

2

3

4

INIT

REL

LKD

CANC

Notification prepared

Processing released

Processing locked

Notification canceled

1

2

3

4

4

4

4

4

1

1

1

1

P

1

1

1

1

Quality notifications use the general status management functions for R/3 objects. In addition to the fixed, predefined system statuses in general status management, you can define your own status profiles, to control the sequence of particular processes. Examples of such processes are "Release a task" or "Complete a quality notification".

A status profile is assigned to a notification type. Different status profiles are allowed, depending on the notification type, either for the notification as a whole or for individual tasks.

You can define the user status for a status object by using the status profile. You use the status sequence numbers to control the order in which the user status can be set. You can freely define the user status within a status profile.

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Field Selection

Description, material, datesUsage object (value) of

modifiable fields e.g. notification type, priority

Modifiable fields Influencing fields

Entry field-optional Entry field-required Display field Hidden field Highlighted

Field representation

or

Notifications - general screens

Notifications - screen areas

Screen groups

The fields in a notification are combined in screen groups. There are predefined modifiable fields for each screen group. The attributes for each field, such as (required entry, display etc.) can be selected or deselected. Additionally, the settings for each field can be controlled using the "Influencing field" function.

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Configuration (Customizing-Workflow)

1

Edit organizational structure

Perform Customizing related to tasks

Employee

2

Triggering event

Workflow template

Define organizational units

Assign standard tasks to organizational units

Activate event linkage

Standard task

Department

Position:

Department

To activate the standard workflow processes for notifications, you must perform the task-related Customizing procedures (assigning all the processors for the single-step tasks and activating the event linkage for multi-step tasks).

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Workflow Objects for Quality Notifications

Workflow template

24500047 Process quality notification 200063 Complete tasks 400064 Complete tasks - new processor 200081 Process defect record 200035 Information: Quality notification created

Standard tasks

24500068 Process new notification 24500066 Process notification 24500067 Complete notification 8323 Complete tasks 20000352 Create notification from telephone call

Standard roles

172 Notification processor 174 Task processor 20000021 Interested party in notification

The following object types exist in the quality notification area: BUS2078 (Quality notification) QMSM (Task)

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SAP AG 1999

The notification type controls the notification origin, which partners can be entered, the priorities available, whether a status profile is used, and how the print control is set.

You can use dependent follow-up functions to optimize your processes.

You can use the field selection and tab pages to adapt the notification screens to suit your requirements.

Customizing: Unit Summary

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12.19Customizing Exercises

Unit: Customizing

Topic: Customizing


Use Customizing to structure the notification system to suit your needs

One of the basic tasks for the implementation of quality notifications is to make the required Customizing settings for the notification system.

1-1 Answer the following questions concerning Customizing for quality notifications.

1-1-1 A contact person must always be entered when you create a customer complaint.

How can you achieve this?______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

1-1-2 When creating customer complaints, you want to refer to the sales order or delivery from which the complaint comes. You can do this by defining the corresponding initial screen in Customizing.Where do you make this setting?

______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

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What is the corresponding initial screen called?

______________________________________________________

1-1-3 The status profile QM_N_001 is used for internal problem notifications.

Which operations are prohibited by the user status INIT?

______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

Which user statuses may be set, if the user status REL is set for these notifications?______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

1-1-4 You want to have a log line in the long text for a notification, to record the author of that section of long text and when it was written.

How can you achieve this?

______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

1-1-5 Where do you define the layout of the detail screen for results recording?

______________________________________________________

______________________________________________________

______________________________________________________

______________________________________________________

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12.20Customizing Solutions

Unit: Customizing

Topic: Customizing

1-1 Customizing Notifications

1-1-1 Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Quality Management Quality Notifications Notification Creation Partners Define Partner Determination Procedure

Choose Assign Partner Determination Procedure to Notification Type. The notification type Q1 is assigned to the partner determination procedure Q1. Go back and choose Define Partner Determination Procedure.

Select Quality Management and choose the pushbutton Display Partner.

Select the entry Q1 and double-click on Roles in the Determination Procedure. In the contact person line, the Mandatory Partner Function indicator is set.

1-1-2 Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Quality Management Quality Notification Notification Creation Notification Types Define Screen Templates Define Initial Screens

Call up the field help (F1 help) in the field Initial Screen. The corresponding initial window is Screen 0130.

1-1-3 Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Quality Management Quality Notification Notification Processing Status Management Status Profile Maintain Status Profiles

Choose the entry QM_N_001, choose the pushbutton Detail and double-click on the user status INIT.

Status INIT does not allow you to:

Complete a notification

Put a notification in process

Put a notification in process again

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Choose the pushbutton Back. The following user statuses can be set, if the user status is set to FREE for this notification (because the sort number of this status is higher than the sort number of the status FREE).

LKD Processing locked

CANC Notification canceled

1-1-4 Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Quality Management Quality Notifications Notification Creation Notification Types Define Screen Templates Format Notification Long Text

Select the notification type Q1 and choose the pushbutton Detail. The indicator Log line is set.

1-1-5 Tools Accelerated SAP Customizing Project Management Display SAP Reference IMG Quality Management Quality Notifications Defects Recording Define Confirmation Profile

In the confirmation profile you define which fields should appear on the screen templates for defects recording and whether these fields must be filled with data.

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SAP Support Desk

Contents:

Scenario for Use

Calling the Support Desk

Processing of the Notification by In-House Support

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SAP Support Desk: Unit Objectives


Use the SAP Support Desk

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Course Overview 1

3






2Problem Processing


14

Evaluations 11

Support Desk 13

QM Order 10



Interfaces



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SAP Support Desk: Business Scenario

Customer(user of

SAP system)

Entry of problem

In-House Support

Problem processing

?

ABC Company

The SAP Support Desk functions are contained in an easy-to-use tool and allow you to contact your in-house support team directly from the SAP system.

The Support Desk has the following advantages for its users:

It make sit easier to create notifications: The users can create their notification using a simplified notification screen and then send it to their in-house support. They do not therefore need to change systems to create the notification.

It makes it easier for the responsible support unit to process notifications: While the user is creating the notification, the SAP System automatically adds important SAP System data that forms the basis for effective processing.

It improves the feedback process: Users can create a notification at any time and forward comments or queries. This means that users are completely integrated in the feedback process.

Read note 153743 before installing this function.

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Calling the Support Desk

Component

Short text

Long Text

BC

Query relating to release upgrade


Customer SAP system

As of Release 3.1, you can create a notification at any time in your system and send queries, problems or confirmations to your in-house support team.

You create a notification with a short and long text. All other data that is required to process the notification is supplied by the SAP System and added to the notification (for example, installation number, Release, current transaction, support package). This information helps the In-House Support to respond quickly and effectively to the notification. The information is independent of the user and can be checked at any time during the creation of the notification.

You can call up the SAP Support Desk functions by double-clicking the SAP logo or by choosing Help -> Create Support Message.

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Link to In-House Support

Component

Short text

Long text

BC



Customer SAP system

In-House Support

SAP notification

User ID +SAP system data

To send a notification, you identify yourself with your user ID and password. An R/3 notification is then created automatically in the In-House Support R/3 System (from Release 4.5B). The In-House Support team can then process the notification in their R/3 System and inform you of the solution.

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SAP Notification

Create Notification: R/3 Notification

TasksLong text NoteSubject

Subject

Coding

Description

R/3 attribute

Installation

Operating system

Database system

Frontend

SAP System

Add-on ID

Add-on Release

R/3 Release

System type

Create note

Log telephone call

Create SAP note

Solution Database

Action box

When processing notifications, you can search for notes in SAPNet You can use the action box to:

Call up the solution database to search for symptoms and existing solutions Create notes Document telephone calls Create SAP notes

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Support Desk: Unit Summary

The Support Desk lets you create problem notifications quickly and easily. It also allows you to forward these notifications to your In-House Support.

You no longer need to enter the relevant system data for the notification. The Support Desk enters this data for you.

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Interfaces

Customer Enhancements

Business Application Programming Interfaces (BAPIs)

Business Add-Ins (BAdIs)

Summary

Contents:

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Describe the options available for enhancements to quality notifications

Explain communication using BAPIs and BAdIs

Interfaces: Unit Objectives

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Interfaces: Business Scenario

SAP system

Openness through interfaces

The SAP System contains a range of preplanned interfaces that you can use in your company:

The enhancement concept in the SAP System enables you to add your own functions to the SAP standard applications without having to modify the SAP original applications. SAP creates customer enhancements for specific programs, screens and menus within the standard system. These enhancements do not contain any functions, but merely act as "hooks", on which to hang your own add-on functions.

There are BAPIs (Business Application Programming Interfaces) and BAdIs (Business Add-Ins) available, that allow you to access the business data and processes of the SAP System from other application systems.

The Internet link for quality notifications enables you to create complaints over the Internet. This method of processing reduces time and effort when creating complaints and speeds up the processing of problems.

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Program Enhancements


Menu 1 Menu 2

Function 1Function 2Customer functionFunction 4

Menu 3

Function module

Field xField y

Field Exit

Menu Exit

Screen Exit

Program Exit

There are menu exits, screen exits and program exits available for quality notifications:

Menu exits

Add new entries to the menus in the SAP standard applications. These menu exits allow you, for example, to call up your own screens or trigger additional applications.

Screen exits

Add screens to the SAP standard applications. SAP creates screen exits by programming special subscreen areas into an SAP standard screen. A customer-specific subscreen can then be called from the standard screen flow logic.

Function module exits

Add functions to the SAP standard applications. Function module exits play an important role for menu exits and screen exits. If, for example, you add a new entry to the menu, you can use the function module exit to define the activities that are to be carried out when the menu is activated. Function module exits also control the data flow between standard programs and the fields created in the screen exits.

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QQMA0002

QQMA0005

QQMA0006

QQMA0007

QQMA0009

QQMA0013

QQMA0014

QQMA0015

QQMA0018

QQMA0019

QQMA0020

QQMA0028

QQMA0029

Program ExitAuthorization check, when notification is accessed

Validity check for status change

Automatic task determination

Default values when a notification is created

Predefine values for QM order parameters

Default values when a task is created

Checks before a notification is saved

F4 help for the catalog: Predefine code group

Set deadlines based on priority

Default partner when creating a notification

Determining BOM usage at BOM explosion

Create notification from confirmation of production order

Change of notification type

Customer Enhancements (1): Quality Notifications

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Menu Exit

QQMA0003

QQMA0004

QQMA0016

QQMA0017

QQMA0021

QQMA0022

QQMA0023

QQMA0024

Function code for notification

Function code for item

Function code for task

Function code for activity

Function codes for notification

Function codes for cause

Function code for item

Deactivating function codes


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Screen Exit

QQMA0001

QQMA0008

QQMA0010

QQMA0011

QQMA0012

Customer subscreen for notification

Customer subscreen for item

Customer subscreen for cause

Customer subscreen for task

Customer subscreen for activity


Up to release 4.6C, you could include a maximum of one customer subscreen in the notification header for each notification type. This subscreen was restricted to four lines. From release 4.70, you can include one or more customer subscreens in the notification header for each notification type. You can freely define the size of these customer subscreens, however, you must take the total screen size into consideration.

From release 4.70, a second screen area (Customer Subscreen (>1 Screen/Not.Type) (091)) is available for the inclusion of customer subscreens in the notification header in addition to the existing screen area (Customer Subscreen (One Screen/Not.Type) (090)).

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Change Levels

R/3 Basis

System software

ABAP DW

Customerprogram

R/3 business applications

(SAP standard)

Customer developments Enhancements Customizing

Modification

You have the following options for modifying the SAP System to your requirements: Customizing

Setting system parameters using your own interface. Possible changes are therefore preplanned and organized. Customizing is compulsory before the system goes live.

Enhancement conceptChanges made by the customer to SAP Repository Objects without using modifications.

Customer developmentsCustomers create their own objects within the customer namespace.

ModificationChanges made to the SAP Repository Objects by a particular customer. If SAP makes changes to its system, the customer version must be manually brought into line with the new SAP version.

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Procedures: Customer View

Function modules

Menu entries

Subscreens

ActivateActivate the enhancement project

Document the enhancement project

Structure enhancement project from SAP

enhancements

Edit components of the enhancement project

Customer documentation

E

EP

E

First, choose the SAP enhancements you want to implement, using the project management function. You then adapt the individual components to suit your needs (again using the project management function) and document the enhancement project. Finally, you activate the enhancement project (and with it all the components).

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TCP/IPTCP/IPBAPIs BAPIs

Other business

usage

Company B Company C

Communication Using BAPIs

Company A

"Business Application Programming Interfaces"

A BAPI is a defined programming interface for business applications to access business processes and data. You gain access using the methods for business objects.

The SAP system is an "open system", in which you can access applications using defined, standardized interfaces. Even companies that use other business applications can communicate with the SAP applications using BAPIs.

BAPIs are available for all SAP development platforms. QualityNotification (BUS2078) is the business object for the quality notification area:

QualityNotification.GetKeyFiguresThis BAPI determines the number and a list of related notifications.

Quality NotificationCreate_From_DataGet_Catalog_ProfileGet_List_For_CustomerGet_Materiallist_For_Customer

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Interfaces: Unit Summary

Customer enhancements allow you to change SAP repository objects to suit your needs without having to modify them.

Program exits, menu exits and screen exits are available for the quality notification area.

Das SAP system is an open system, in which you can access applications using defined, standardized interfaces (BAPIs, BAdIs).

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Business Scenario

Score Levels for Vendor Evaluation

Score for the Criterion 'Quality'

Calculating the Complaint Score

Completing the Notification

Appendix A: Vendor Evaluation

Contents:

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Vendor Evaluation: Unit Objectives

Describe the score levels for the vendor evaluation

Explain how the "Quality" score is made up

Use the formula for calculating the complaint score

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Vendor Evaluation: Business Scenario

QualityServicePriceDelivery

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Vendor Evaluation: Criteria

Quality25 %

Delivery25 %

Service25 %

Main Criteria Weighting Subcriteria Weighting

Price level

Price behavior

Other

GR inspection

Complaint

Audit

Other

On-time delivery

Qty. reliability

Other

Technique

Other

A

A

A

A

A

A

A

A

A

A

12

1

2

3

1

2

3

Vendorevaluation 1

Stand. ship. instrs

Price25 %

The total score represents the evaluation of a vendor. This score is the sum of the scores that the vendor receives for all the main criteria.

The scores for the main and subcriteria illustrate the performance of a vendor in more detail than the total score.

The scores that the vendor receives for the individual criteria can be of varying importance for you. This is expressed by the weighting share.

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Subcriteria of the Score "Quality"

Average quality score of all goods receipt inspections for the vendor for the period in question

Quality score proportional to sales volume is reduced by the number of complaints against the vendor for the period in question

Quality score

GR inspections

QQuality

Quality score

Qualitynotification

The quality score for goods receipt inspections is calculated as follows: QScGR = ( S1 + S2 ) / ( n1 + n2 )

S1 = Sum of quality scores for the inspection lotsn1 = No. of inspection lotsn2 = No. of deliveries of a material with a q-info record and without goods receiptS2 = n2 x QSc max

You can display this quality score calculation for the vendor, for any material of the vendor, as well as for each inspection type for a material.

The audit score can be calculated in the same way as the goods receipt score. However, you can overwrite the audit score.

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QSc = QSc min + (QScmax - QScmin) xFactor x Sales - Nonconformity

Factor x Sales

Nonconformity

Max

Min

Sales

Nonconformity

Max

Min

Sales

Nonconformity

Max

Min

Sales

100%= Factor 1

50%= Factor 0.5

10%= Factor 0.1

Calculating the Complaint Score

Lowest Q score = Limit for the lowest Q score from table TQSS (Customizing -> Quality Management -> Basic Settings -> Maintain Settings at Client Level)

Highest Q score = Maximum Q score from table TQSS (Customizing -> Quality Management -> Basic Settings -> Maintain Settings at Client Level)

Factor = Percentage; relevant share of business volume for Q score calculation from table T147 (Customizing -> Materials Management -> Purchasing -> Vendor Evaluation -> Define Purchasing Organization Data for Vendor Evaluation)

Sales = Sales by the vendor for the chosen time period and purchasing organization

Nonconformity = Calculated nonconformity costs = Estimated nonconformity costs x number of notifications

You maintain the estimated nonconformity costs in Customizing for notifications. No calculation of the quality score is therefore necessary.

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You can control the selection of incoming notifications for the vendor evaluation with the help of the user exit QLIB0002.

You can use the user exit QLIB0001 to influence the calculation of the quality score.

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Completing a notification

Relevant Elements for Vendor Evaluation

Caused externally

Caused internally

Notification origin: Q2Complaint against a

vendor

Vendor evaluation Main criterion "Quality"

Only completed notifications with origin "Q2" and status "caused externally" are used to calculate the quality score.

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Vendor Evaluations

Hit Lists

Vendor Evaluation: General

Total Price Qual. Del. Service

90

84

78

92

75

90

90

92

76

93

88

74

85

81

84

Vendor: Simpson

Vendor: Adams

Vendor: Miller

Material/Material Group Evaluations

Vendor Evaluation: General


84

78

75

90

92

76

88

74

81

84

Vendor: Adams

Vendor: Miller

Evaluation Comparison

For Material AVendor Evaluation: General


90 92 90 93 85Vendor: Simpson


88 81 93 92 86

The hit list sorts your vendor by total score, in descending order. In this way you can see at a glance which vendors are among your best, those who are average, and those who are below average.

The list of evaluations for the material or material group shows you a list of vendors, with respect to a certain material or group of materials. Using this list, you can determine the best vendors for delivering a particularly important material.

The evaluation comparison is an evaluation that compares the general evaluation of the vendor to the evaluation of the same vendor for delivering a certain material. This evaluation differs from the other evaluations, since it gives you a more detailed analysis of a vendor, without having to compare him to other vendors. Instead, the total evaluation that is calculated from the scores for the deliveries of all materials, is compared to the evaluation the vendor would have obtained, if only one particular material formed the basis of the evaluation.

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One of the main criteria in the vendor evaluation is Quality. The subcriteria receive scores (quality scores) from goods receipt inspections, audits and complaints processing.

When the complaint score is calculated, the valuated quality notifications for the vendor are given in relation to sales volume.

Only completed notifications with origin Q2 and status caused externally are used for the calculation of the complaints score.

Vendor Evaluation: Unit Summary

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15.10Vendor evaluation Exercises

Unit: Vendor Evaluation

Topic: Vendor Evaluation


Calculate the Quality score for the vendor evaluation and understand the contributing factors

You want to find out what score your vendor receives for the criterion Quality.

1-1 Perform a vendor evaluation for the vendor T-L70A##, purchasing organization 1000.

1-1-1 What score does the vendor receive for the subcriterion shopfloor complaint, that is part of the evaluation criterion quality?

Score: _________________________________

1-2 Create a complaint against this vendor. Make a reference to the purchase order that the instructor will give you. Complete the notification and make sure that the status caused externally is set.

1-3 Perform a new vendor evaluation for this vendor.

1-3-1 What score does the vendor receive for the subcriterion shopfloor complaint?

Score: _________________________________

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1-4 Try to reproduce the calculation of the score in the system.

Lowest Q score: _________________________________

Highest Q score: _________________________________

Factor: _________________________________

Sales volume: _________________________________

Nonconformity: _________________________________

Score =

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15.11Vendor Evaluation Solutions

Unit: Vendor Evaluation

Topic: Vendor Evaluation

1-1 Perform a vendor evaluation for the vendor T-L70A##, purchasing organization 1000.

1-1-1 What score does the vendor receive for the subcriterion shopfloor complaint, that is part of the evaluation criterion quality?

Menu path:

Logistics Materials Management Purchasing Master Data

Vendor Evaluation Maintain

Field name Entry

Purch. organization: 1000

Vendor: T-L70A##

Menu path:

Edit Auto.new evaluation

Score: 100

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1-2 Create a complaint against this vendor. Make a reference to the purchase order that the instructor will give you. Complete the notification and make sure that the status caused externally is set.

Menu path:

Logistics Quality Management Quality Notification Create

Field name Entry

Notification type: Q2

Purchasing document with item

Menu path:

Notification Functions Complete

Alternatively

“Complete” pushbutton

1-3 Perform a new vendor evaluation for this vendor.

1-3-1 What score does the vendor receive for the subcriterion shopfloor complaint?

Menu path:

Logistics Materials Management Purchasing Master Data

Vendor Evaluation Maintain

Field name Entry

Purch. organization 1000

Vendor: T-L70A##

Menu path:

Edit Auto.new evaluation

Score:

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1-4 Try to reproduce the calculation of the score in the system.

Menu path:

Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Quality Management Basic Settings Maintain Settings at Client Level

Lowest Q score: 1

Highest Q score: 100

Menu path:

Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Quality Management Quality Notifications Notification Processing Nonconformity Costs Valuation Nonconformity Costs for Vendor Evaluation

Notification type: Q2

Nonconformity: 1000 UNI

Menu path:

Tools AcceleratedSAP Customizing Project Management Display SAP Reference IMG Materials Management Purchasing Vendor Evaluation Define Purchasing Organization Data for Vendor Evaluation

Detail screen for purchasing organization 1000

Complaints/reject level: 50%

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Menu path:

Logistics Logistics Controlling Purchasing Information System

Standard Analyses Vendor

Field name Entry

Purchasing org: 1000

Vendor: T-L70A##

Determine sales (corresponds to invoiced amount) = xx UNI:

Formula for calculation:

Note = 1 + (100 – 1) * ( 0.5 * xx UNI - 1000 UNI)

-----------------------------------

0.5 * xx UNI

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Basic terms

Configuration

Use when processing quality notifications

Summary


Contents:

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SAP Business Workflow: Unit Objectives

Describe the main elements of the SAP Business Workflow

Describe the use of the SAP Business Workflow in the processing of quality notifications.

Describe the basic Customizing activities for the Workflow

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Workflow: Business Scenario


Complaints processing

The SAP Business Workflow is an important tool that enables you to structure and optimize the business processes in your company. You use the Workflow to: Automate the information and process flow Link task-related but organizationally separate work steps React quickly and effectively if defects have been identified, or if an exceptional situation occurs

The advantages of the SAP Business Workflow for the management are: Improved control of information, deadlines and costs Flexible alteration of processes, organizational structures and individual tasks

SAP provides numerous workflows that represent predefined business processes. You can use these workflows without complex implementation procedures.

End users receive information about the activities they have to perform in the "Business Workplace". This gives them a central overview of all activities they are authorized to perform. They can start processing their activities directly from this Workplace.

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SAP Business Workflow - Basic Elements

Object Repository

Event Creator

Event Receiver

The following elements of the SAP Business Workflow play an important part in defining and executing a workflow: Object Repository: Complete directory of all object types in the SAP System (for example, materials,

orders, invoices, notifications etc.) Event creator: Events that are needed by the system to initiate and control a workflow. Event receiver Program, in which an event is evaluated. Each event contains information about the

context of its creation. This information is available to the event receiver and can be used for event-controlled check and communication mechanisms.

"Events" can be created from within an application component that cause the status of a business object to be changed, and as a result can trigger subsequent responses outside the application component.

There are different ways to create events. Quality notifications use only the status management function and direct call up for event creation.

Direct call up can take place, for example, in the defects recording function when processing inspection lots. A prerequisite for this is that a defect class has been assigned to the defect code entered and the "Workflow" indicator for this defect class has been set in Customizing.

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Workflow template(Defined by SAP)

Workflow task(Defined by customer)

Standard task(Defined by SAP)

Customer task(Defined by customer)

Multistep tasks

Single-steptasks

Event Receiver

Event Receiver

The Workflow templates and standard tasks are designed by SAP and are delivered with the standard system.

Workflow tasks and customer tasks can be created by the customer. You define the required response to an event using the event-receiver linkage. Events can start tasks (single- and multistep tasks) or end workflows that are currently running and that

are waiting for specific events.

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Workflow Objects for Quality Notifications

Workflow template

24500047 Process quality notification 200063 Complete tasks 400064 Complete tasks - new processor 200081 Process defect record 200035 Information: Quality notification created

Standard tasks

24500068 Process new notification 24500066 Process notification 24500067 Complete notification 8323 Complete tasks 20000352 Create notification from telephone call

Standard roles

172 Notification processor 174 Task processor 20000021 Interested party in notification

The following object types exist in the quality notification area: BUS2078 (Quality notification) QMSM (Task)

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Configuration (Customizing-Workflow)

1

Edit organizational structure

Perform Customizing related to tasks

Employee

2

Triggering event

Workflow template

Define organizational units

Assign standard tasks to organizational units

Activate event linkage

Standard task

Department

Position:

Department

To activate the standard workflow processes for notifications, you must perform the task-related Customizing procedures (assigning all the processors for the single-step tasks and activating the event linkage for multi-step tasks).

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Workflow: Unit Summary

The SAP Business Workflow is based on three elements: the object repository, the event creator, and the event receiver.

Events can be triggered by status changes, change documents and programming.

In quality notifications, events are primarily triggered using status management.

Various workflow templates are supplied with the standard system.

The processor of a task must be a HR organizational term.

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Follow-Up Courses with Course Descriptions

Supplementary Information

Contents:

Appendix B: General Information

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Recommended Follow-Up Courses

PLM405 Quality Inspections

PLM410 Quality Notifications

PLM415 QM in Procurement

PLM420 QM in Discrete Manufacturing

PLM421 QM in the Process Industry

PLM425 QM in Sales and Distribution/Quality Certificates

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PLM405: Quality Inspections

QM-specific basic data (catalogs, master inspection characteristics, inspection methods, sampling procedures and dynamic modification rules)

Inspection planning (inspection plans, material specification, engineering change management)

Quality inspections (inspection lot creation, results recording, defects recording, usage decision)

Standard evaluations of inspection results (Information System, results history, inspection reports)

Contents:

This course forms the basis for the detailed courses on QM functions in procurement, production and sales.

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PLM415: QM in Procurement

Contents:

Inspection processing for various types of goods movements

Integration of QM in purchase order processing

Control options using the quality information record (such as releasing or blocking vendor)

Vendor certificate processing

Procurement documents and certificates in the Internet

Inventory management with QM

QM-related functions for manufacturer processing

Warehouse Management and QM

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PLM420: QM in Discrete Manufacturing

Integration of QM in production processes

Inspection point processing with time or quantity reference

Using statistical process control (SPC)

Processing inspections for production versions and external processing

Processing of partial lots and goods receipts from production

Managing test equipment and integration in Plant Maintenance application component

Contents:

This course is aimed at users from discrete or repetitive manufacturing. Course examples are based on routings and production orders.

Course PLM421 is available for users from the process industry.

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PLM421: QM in the Process Industry

Basics of the Classification System

Basics of batch management

Sample management

Integration of QM in the production process (master recipe, process order, PI sheet)

Basics of certificate processing

QM-specific requirements in the process industry (digital signature, electronic batch record, batch determination)

Contents:

This course is aimed at users from the process industry. Course examples are based on master recipes and process orders.

Course PLM420 is available for users from discrete or repetitivemanufacturing.

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PLM425: QM in Sales and Distribution/Quality Certificates

Integration of QM in Sales and Distribution

Planning and creating quality certificates for finished products, including materials from the production chain

Inspection processing for a delivery including inspection specifications from batch determination

Inspection specifications from the variant configuration

Customer complaints and returns processing

Contents:

Quality certificates are the focal point of the course.

Course BC460 provides additional information on using SAPscript to create forms, while courses PLM140 and PLM143 deal specifically with the variant configuration.

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LO750: QM Configuration and Organization

Technical Customizing in QM

Customer enhancements in QM

Field selection

Examples of follow-up actions for the usage decision

Examples of follow-up functions for the quality notification

SAPscript forms in QM

Interfaces (QM-IDI, QM-STI, BAPIs)

Logical databases in QM

Archiving

Contents:

This course is aimed at employees, who are familiar with the technical implementation and support of the R/3 QM System.

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Hints

If you are repeating the exercises at home, use the IDES data or your own data.

You can find additional information about QM on the Internet on our QM homepage.

You can also find information about courses offered by SAP on the Internet.

You can find information about QM functions in the online documentation.

You can find information about the implementation of QM in the IMG documentation.

You can find out about new developments in QM by reading the release notes.

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