Recall Management 
Purpose
As a vendor of service parts, you can use this business scenario to manage recall actions for defective components (service parts) that are still in their customers' warehouse stock.
Prerequisites
Business Partner |
SAP Application Component |
Configuration |
Vendor/Provider |
SAP CRM 5.0 SAP BW 3.1 Content SAP ECC 6.0 SAP SCM 5.0 SAP NetWeaver 2004S |
Use SAP Solution Manager. |
Process Flow
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1. While running product analyses of repeated complaints, you determine that a defective component (service part) as the cause of a problem.
2. In order to avoid further errors, you must not use this component (service part) in future installations. For this reason, the you encourage all distributors and plants that may have this component (service part) still available in their warehouse stock to return it. To aid in this process, the you create a recall (product service letter), which lists the recalled components (service parts) and their serial numbers (if applicable) in the serial number section. Then, you send the recall to all customers who may be affected. You use the Segment Builder to determine the target group of affected customers.
3. You inform all customers that are assigned to the recall in the target group of the recall action via their preferred communication channel.
4. The customer receives the message about the recall (by e-mail message, for example) and creates a returns request in the customer portal with reference to your recall document.
5. The system proposes the recalled service parts from the recall document so that the customer can select them and copy them into the returns request. For each service part, the customer enters the quantity that is still in the warehouse stock and should be sent back. If serial numbers are relevant for the recalled service part, the customer must also enter the serial numbers for the service parts.
6. The system checks whether the serial numbers that were entered fall within the range of recalled serial numbers, whether the customer belongs to the target group, and whether the product is included in the recall.
7. You authorize the returns request. Following goods receipt and inspection of the service parts, you create a credit memo.
The business processes run as follows:
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1. Product Service Letter Processing
2. Complaints Processing in CRM
3. Inbound Processing and Receipt Confirmation with Warehouse Management in SCM
5. Complaints and Returns Analysis in CRM
See Also
Service recall processing is available in the SAP GUI for Windows and in the People-Centric UI.
The roles involved include:
Service
Manager