Process for Capacity Requirements Planning in
Customer Service 
Purpose
In Customer Service, you use capacity requirements planning if you want to maximize the capacities of individual technicians for work scheduling, in view of the changing daily requirements.
Prerequisites
Required Knowledge
If you want to use capacity requirements planning for Customer Service effectively in your company, you need knowledge of the following areas:
· Work center in Customer Service
Refer to Work Center (for
PM/CS) and 
Work Center (for
PP and generally).
· Planning elements in Customer Service:
· Knowledge of Personnel Administration (application component PA-PA) and Time Management.
Customizing
To optimize your use of capacity leveling, you must make certain settings in the Customizing for Plant Maintenance and Customer Service. The settings are usually made by your system administration.
For more information, see Settings and Profiles
for Capacity Leveling.
Process Flow
...
1. Capacity requirements arise in Customer Service as a result of tasks which are requested using service notifications, and which are planned and executed using orders. The capacity requirements scheduled match the limited available capacity of the individual persons.
2. The planner enters the required work center in the order operation, schedules and saves the order. The system provisionally plans the requested capacity requirement to the work center. This means that initially the work is planned, but “not binding“ for this work center.
3. If the planning has been completed as far as possible, the planner can check the capacity availability, which they have entered for the operations. The capacity requirement for other orders or other operations is considered for this work center.
For more information, see Capacity Availability
Check.
4. Owing to the number of orders resulting from both unplanned service and preventive maintenance, it is often not possible to utilize all of the available technicians equally when the order is created. Usually, some will have less capacity than is planned, whilst others will have more.
To utilize resources fully, the planner must regularly perform capacity leveling. To do this, the planner selects the graphical or tabular planning board, and then uses the functions available for capacity leveling.
For more information, see:
Display and Change of the Available Capacity
