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Process documentation Service Order and Quotation Analysis Locate the document in its SAP Library structure

Purpose

You can use this business process to analyze and monitor the efficiency of your service organization using various key figures. You can determine whether your internal processes need optimizing, for example, from the number of service orders and confirmations that are still open. You can also monitor the punctuality of service order execution.

Process Flow

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       1.      System provides order and quotation data (SAP CRM)

       2.      System provides cost and revenue data (SAP R/3 Enterprise)

       3.      System provides confirmation data (SAP CRM)

       4.      System updates order and confirmation information (SAP BW)

During scheduled data extraction from SAP CRM to SAP BW, the system updates order, profitability, and confirmation data in SAP BW.

       5.      Monitor status of service orders and confirmations (SAP BW)

       6.      Monitor and review how tightly your organization is working (SAP BW)

You monitor and analyze the efficiency of your service organization.

       7.      Identify delayed services with high order value (SAP BW)

You determine the services on which you need to focus your efforts to ensure customer satisfaction. You can use the following queries for this analysis:

¡        Delayed Services with Requested-By Date (0CRM_PRI_Q0101)

¡        Services on Schedule with Requested-By Date (0CRM_PRI_Q0102)

¡        Delayed Services/Order Value (0CRM_PRI_Q0105), showing delayed services for the top n sold-to parties

       8.      Monitor number of open service orders and confirmations per customer (SAP BW)

       9.      Build query for desired quotation based analysis (SAP BW)

You determine the possible reasons for customer churn by analyzing complaint reasons. To do this, you can use the query Number of Service Complaints (0CSAL_C09_Q0101).

For more information on the predefined queries provided by SAP, see the SAP Library documentation for SAP BW, under BI Content ® Customer Relationship Management ® Service ® Queries.

For more information on the Business Explorer analytics tool in SAP BW, see the SAP Library documentation for SAP BW, under Business Explorer.

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