7/16 R&O Review // Ztasks

(Revised)

What SAP T-code is used to display or change a sales order and is often called the “front page” of the order?

VA02

Within VA02, which function lets you view related documents such as notifications, contracts, quotes and deliveries?

Document Flow

In the document flow, sales order numbers always start with which digit?

5

In the document flow, service notification numbers always start with which digit?

3

Quote document numbers in the document flow always start with which digit?

2

Which SAP transaction allows you to display material and serial number history to locate a notification using part number & serial number?

IQ03

After finding a notification number in IQ03, which T-code do you use to open and work the notification including Z-tasking?

IW52

What notification type is typically used for repair orders and must be selected to operate on in IW52?

ZH

In IW52, on which tab do you add Z-tasks to communicate actions to other teams?

Task tab

What must you always click after entering a Z-task to ensure it is recorded?

Save button (disk icon)

What is the purpose of Z-tasking?

Formal system-based action items that assign work or requests to specific departments.

Why should you avoid vague Z-task descriptions like “Need info”?

They delay action because the recipient doesn’t know exactly what is required.

Give an example of a clear Z-task request.

“Please confirm unit status and provide updated ESD; customer awaiting ETA.”

Which Z-task code asks the repair shop to take the next action on an order?

Z141 (Shop Action Required)

Which Z-task code escalates an issue to the CSR when site action is needed?

Z135 (Escalation to CSR)

Which Z-task codes are commonly used for customer follow-up reminders?

Z136 and Z146

Which Z-task indicates analytical work has been completed by the shop?

Z130 (Analytical Complete)

Which Z-task should precede analytical work to alert Gate 1 to start teardown?

Z113

What SAP field in the delivery document shows the airway bill number used to ship a unit?

Bill of Lading / Airway Bill field

Outbound delivery represents shipment from Honeywell to the customer; what delivery represents shipment from the customer to Honeywell?

Returns delivery

If VA02 returns the message “Order is not in database or has been archived,” what is the next step?

Use IQ03 with part & serial number to search for a notification.

During case management, how long after initial action should you normally set your follow-up due date?

Two days

Why is saving Z-tasks promptly important for the overall R&O process?

It keeps communication flowing and prevents orders from stalling at a gate.

What gate is an order in while PO review is being completed?

Gate 0

What can happen if no Z-task is issued when an order moves from Gate 0 to Gate 1?

Repair team may not see the unit, causing delays.

In customer communication, what two things should every status email provide?

What action is being taken and when the customer will receive the next update.

What is a simple way to confirm a shipment’s arrival when an order isn’t yet in SAP?

Track the customer’s airway bill number on the carrier’s website (e.g., FedEx).

What method can you use to identify whether a quote exists for an order before asking the site?

Check Document Flow in VA02 for a quote number.

List the three main SAP transactions every CSR must master for R&O order tracking.

VA02, IQ03, IW52

What is the main purpose of Gate 0 in the R&O process?

Receive the customer unit, match paperwork, create the notification, and perform the Z106 PO review before release.

Which task code tells the CSR to review the customer purchase order in Gate 0?

Z106 – PO Review.

Which Ztask would be issued if a part is stuck in a particular gate and needs to another gate as all other tasks corresponding to the appropriate gate have been completed?

Z128 – Ready to Release.

What key activities occur in Gate 1?

Teardown, CAFE analytical review, and sending findings to the pricing group for quotation.

Which task code represents the automated quotation sent to the customer from Gate 1?

Z115 (Estimate Review / Pricing) in the current system design.

When the customer has denied a quote, what is the appropriate ZTask?

Z127 - Exchange Denied

Which task code shows that the material has been actioned appropriately?

Z129 – OK to Proceed.

What major work is performed in Gate 2?

Actual repair and retest of the unit.

Which task code is a hard ‘stopper’ sent to the CSR when Gate 1 or Gate 2 discovers an issue that prevents further work?

Z135 – Escalation to CSR / Customer Follow-up.

What is Gate 3 responsible for?

Final inspection and functional test (Level-4 technician) before shipment.

If a unit fails final test in Gate 3, where is it sent?

Back to Gate 2 for re-repair and retest.

Name three common drivers that erode TAT.

Missing PO information, delayed quote approval, and component/part shortages.

Which task code is used to ask the site if an exchange unit is available?

Z104 – Offer Exchange.

How long does the customer have to decide on an offered exchange after receiving the CAFE report?

Five working days.

Which task code indicates the customer approved an exchange?

Z126 – Exchange Approved.

Which task code records that the customer rejected an exchange offer?

Z127 – Exchange Rejected

What regular document should the CSR use to prevent escalation and reduce case volume?

The customer’s weekly Open Order Report, worked continuously, not just before the customer call.

List two benefits of offering exchanges to the customer whenever possible.

(1) Units ship sooner, reducing backlog and TAT impact; (2) Fewer open cases and greater customer satisfaction.

Which gate generates the CAFE analytical report used for pricing the quote?

Gate 1 during teardown analysis.

Typically, when are parts identified missing that are going to need to be used?

Gate 1 - Teardown

What two actions should a CSR take immediately after a unit is flagged with part shortage?

(1) Check for exchanges (Z104); (2) Review MD04 to understand planned part receipt dates and update the customer.

What information is required to search in IQ03?

The Part # and Serial #