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10 CS

CS
CS ERP
1.
2.

SD ,,,,
MM , Service,Batch Management, Serial No.

3.
PM ,,CS
,()
Equipment = Material + Serial No. (IQ02)

I A A
II B
/
III B PM

CS B
C C

4.
QM , QM quality planning, quality inspection,
quality control, quality certificates, quality notification, test
equipment management(PM ), QM :
;;.
5. CO , , .
,10 CS ,CS
,,! , TMD
? CTO ,,.
About QM:
http://community.kingdee.com/pages/sapguru/blog/archive/2007/10/
23/251134.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2007/10/
26/252185.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2007/10/
27/252373.aspx
About PM:

http://community.kingdee.com/pages/sapguru/blog/archive/2008/10/
29/327630.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/11/
04/328746.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/11/
04/328723.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/11/
05/328963.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/11/
14/330627.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/11/
19/331410.aspx
About SD:
http://community.kingdee.com/pages/sapguru/blog/archive/2007/10/
04/245789.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2007/10/
07/246254.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/01/
20/272677.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/01/
19/272583.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/01/
12/270597.aspx
http://community.kingdee.com/pages/sapguru/blog/archive/2008/01/
07/269315.aspx
CS
SAP CS CRMCIC
SAP Portal , SAP CRM ?
,.
1:
CS :
CS-Customer Service

SAP CS
//
CS
SAP CS
/

SAP CS /
/

SAP CS PP
/
SAP
CS

/SAP CS
/

//
/
/

SAP CS
SAP CRM CS
CRM CRM
Mobile Service

SAP CS

SAP ERP SAP


SAP CS
/

SAP CS

2
SAP IS-U/CCS

1/
2
3

2IS-U/CCS
SAP
SEM
BIIS_U/CCSCRM
IS_U/CCS SAP
Industry Solution Utilities Customer Care & Service
SAP R/3
IS_U/CCS

CS
Move inMove out
DisconnectReconnect

DM

/
DM-DR

SCADA
EDM

Billing & Invoice

FICA
WM
3S-U/CCS
ERP

10 CS

,,
/images/blogs/files/5251/10 CS .doc
CS
http://community.kingdee.com/pages/sapguru/blog/archive/2008/11/
21/331859.aspx
,4 SAP,SAP
, 3 ,, 4 , 3

, SAP?,,
,,,
,
, ERP ,,

.
, ,
,
, :
(,), ERP
RMA(ReTurn/ Reject Material Authorization
), 3 RMA
,,,,
RMA
,
,,,
,
:

;
,
,, ,
,,,

,, 3 , 3 ,
,

:,,
, 1000 , 100 , 900
,ERP ,:
Dr: 900
100
Cr: () 1000
:,?
100 ,?
:
,,,
,,

. RMA
, ERP RMA(Return/Reject Material Authorization
, RGA-> Return Goods Authorization),RMA
,,
,
,,SAP SD/PM
,/
, ,

,,,,
,
CS/PM :,
,

MM MM

?
250 .,!

,, 4 ,
,,,,:
, 4 ;
MJ ,,,
,,,?:
,,,,?
RMA (3R),:
(1).Repair->,Return for Repair,

(2).Replace->, SWAP,,
,,,

(3).Return->,,

* RMA ,,
,,
DOA; RMA ,
RMA , RMA ,

, ERP
,,, 1 ;
10 , 100 ,,
1000 ,, 999 /,

RMA ,
,?
,,,
/
ERP

/,
,,(),
Service Tag/Express Service Code
,,
,,
,,,
,

,
()
,, MCSE/CCNA,
,,,,
, TMD ,
,MCSE/CCN ??,
SAP,,!
:

7*24 ,
7*24

RMA /

1)

////

2)
///
//

3)

/ CRM
RMA 3R, Repair,SD
,,,
,,
RAN(Return Authorization Number),,
,
(PLM)
CMS(Customer Management System), 10
,
(ETO/ATO/BTO/CTO etc,,,
), PP/SFCS ,10 ,
,+RFID,
3000 , 4 +4 +2 +6 +2
20 ,
,, Scan ,
,,,
,,,,
,,,
?,? ,
,,
, Very Very Ok !
,,,
Forwarder/Carrier ,Forwarder

Shipping ,
,
,

*SAP RFID ,
,SAP (PTA)

PTA

RAN,Serial No.,Express Service Code ,/


,
,

1 RMA

2 RMA
RMA
3 ,,
,
PM/CS
/,
PM/CS,SD+PP , Call
Center CRM ,
RMA PM/CS PM/CS
PM/CS


1(,
,)
2
3
4
(5).
MRBZ
MRB
RMB RMB RMB

MRB Material Review Board, ,


,
RMA/MRB,AP/AR,.

MRB
MRB MRB

MRB

1.;,,(,,

2.;, Charge

3. ;,,

,!
4.

ISO6 Charge

1.

2.

/
3.:

4.

5.

6.()

1=++
2 2006
3=+90 /

4=100 /

8 30%
3
7

>
>
>
>

:ERP
MES
DCS

a% b% c% d%

b%
b% b%

(On-site Service)
,,
,

,
()
.
-
-
-
-
-
-
-
-

(WCM)
WCM ()

OSHA
120 6000
5

(work clearance management)

5-1

5-1

(lockout/tagout)
EAM

5-4
5-4

:
ABC

ABC EAM

(1) ABC
EAM
(2) EAM

(3)

(4) EAM
(
)
(5) ABC EAM

(6) EAM
(
)

(7) EAM
(8) ABC EAM

(9)

(10)

(11) EAM

PM/CS