| # Case description The input for this case is a problem reporting from a customer site in regards to a defective or worn-out item. The problem is described in the form of a call where all relevant customer information is captured. A problem faced on a product at the customer site serves as the input for this case. The problem is described in the form of a call in which all relevant customer information is captured. This case is an instance in which repair or replacement of the product causing problems from a repair center is particularly essential. Based on the description, the call is assigned to a support engineer who is responsible for understanding the problem by means of a diagnostic tree. If the problem cannot be solved immediately, the call is escalated and transferred into a maintenance sales order, to keep track of the material being returned for repair or replacement. Afterwards, the maintenance sales order can be handled for repair or replacement, or for loaning out items. Next, the maintenance sales order is settled financially. In the case of a replacement, the maintenance sales orders can accept an incoming defective item and then send a functioning item as a replacement. In this case, the replacement is handled in the maintenance sales order itself. In case of a repair, the maintenance sales order lines can lead to work orders, which are handled to repair the incoming defective item. While handling the work order, you might be required to pick up the item from a warehouse or a predefined location. You can also be required to draw parts, accessories, and tools while you carry out the work orders. Actual lines can be registered on the concluded work orders. The maintenance sales order is concluded with the delivery of the item. Next, these work orders are concluded logistically and financially. The costs can be useful as inputs to the maintenance sales orders. Next, the maintenance sales orders are concluded and closed by updating the lines for financials and then registering the cost coverage based on service level agreements and, finally, invoicing the customer for the necessary net amounts. As a result, in the financial functions, you can track the account receivables. |