Repairs Processing Using Quality Notifications (RMA) (SAP Library

Repairs Processing Using Quality Notifications (RMA)

Purpose

You can use the Quality Notifications component in QM to support the RMA (Return Material Authorization) process in your company. For example, if goods are returned by a customer for repair or replacement because of a technical defect, you can use a quality notification to process the return delivery. You record the problem in a quality notification for a customer complaint (notification type Q1) and then use the functions of the quality notification and integrated action box to:

Create a repair order

Initiate a technical check (analyzing the defects and determining what corrective action is needed)

Post a goods movement to the appropriate stock so the returned items can be processed accordingly (for example, sales order stock, unrestricted-use stock, or scrap)

Confirm the result of the technical check in the repair order and complete the notification

The goods can be processed further, depending on the results of the technical check. For example:

If the goods need to be repaired, an authorized person working with the:

Customer Service (CS) component can create a service order to process the repairs and record the repair costs

Sales and Distribution (SD) component can send replacement parts to the customer

If the technical check confirms that the goods are in proper working order and repairs are not necessary, the goods can be returned to the customer.
If the goods have to be scrapped, an authorized person in Sales and Distribution (SD) can send replacement parts to the customer.

Prerequisites

If you intend to use the quality notifications for repairs processing, the inspection type assigned to the inspection lot origin 05 in Customizing for Inspection Lot Creation should not be active for the material in the material master. If this inspection type is active, the system will automatically create an inspection lot when the goods are received (this is only necessary if you intend to process the return delivery via an inspection lot).

Process Flow

A customer files a complaint concerning the delivery of defective goods.

You create a quality notification for a customer complaint (notification type Q2).

You choose the function to create a repair order in the action box.

When the customer returns the goods, you post the goods receipt in reference to the repair order you created in the notification in step 3.

Note

If you specified the notification number when your created the repair order, you can search for the repair order using the notification number.

You perform a technical check for the received goods and record any confirmed defects in the notification.

On the basis of the technical check, you reach one of the following conclusions:

The goods are defective and need to repaired
The goods are in proper working order and do not need to be repaired
The goods are beyond repair and need to be scrapped

You choose the function in the action box to create a goods movement.

In doing so, you post the goods to the appropriate stock, based on the findings of the technical check (for example, to sales order stock if the goods must be repaired or to unrestricted-use stock if repairs are not necessary).

You confirm the stock postings in the repair order by choosing the corresponding function in the action box.

The system sets a status in the repair order indicating that the notification has been completed.

See also:

Functions for Repairs Processing

Returns and Repairs Processing (Sales & Distribution)

Repairs Processing Using Inspection Lots in QM