Process for Capacity Requirements Planning in Customer Service (SAP Library

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:

Notifications

Orders

Task lists

Maintenance plans

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

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.

The planner has the following options:

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.
The planner enters a person in the operation for the order. This means that initially the work is planned, but "not binding" for this person.

For more information, see Selection of a Suitable Person.

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.

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:

Splitting of Operations

Dispatching of Requirements

Deallocation of Requirements

Change of the Order

Display and Change of the Available Capacity