Design And Implementation Of After-sales Service Management System Based On SAP

With the rapid development of information technology in the world including our country, the information construction of our country has become the highlight of all walks of life, and advanced information technology will brings to the industry a new growth and opportunity. With the improvement of people's living standards and the improvement of demands, enterprises in the competition has been faced with the competition from the products to the service, the information technology solution for the service industry is undoubtedly a tool for enterprises in the market position, and it determines the market position of enterprises. M company is a high-tech research and development manufacturing enterprise, which has high requirements for service management. The after-sales service management system, which has simple business process management, simple spare parts management solutions and no timely the service response, has been unable to meet the growing business needs and future development goals of M company.According to the business situation of M company, this paper develops a complete set of information technology solution based on SAP for after-sales business. For M company, after-sale service is currently dominated by way of on-site service, and its service network covers the whole country, in addition to the work of the employed service engineers, as there are service providers to provide services to customers. For the service and spare parts management have the higher and special needs in M company, SAP CRM system's service module is unable to meet its after-sales service business, so in addition to using a small part of standard functions of the SAP CRM system and using a basic standard functions of SAP ERP logistics and financial modules, most of the functions have been developed by using SAP CRM system and SAP ERP system as a whole and integrated development environment according to the actual requirements, and realize the service related report for decision support in the SAP BW system. The system is based on SAP Net Weaver development platform, using SAP ABAP as the development language, using SAP ABAP Workbench to implement the various development tools, using SAP Web Dynpro technology and SAP Web UI technology to achieve the web user interface, using SAP Middleware technology to achieve transaction documents, customer and other master data synchronization between SAP CRM system and SAP ERP system.At present, the after-sales service management system stated on this paper has been on-line, and is runing well. The system provides a rapid response tool to employees for handling declaration of after-sales, tracking service process, and fine management of spare parts of the process. It provides reference data for assessment performance of service engineer, improves transparency in the management, and integrates cross system data.