Collision Repair Refresher Training Program Year 2008/2009

Contents Objective Course Agenda / Time / Location e-claim process and procedure by Merimen Data-mart & SAP Invoicing workflow and incentive calculation e-claim process and procedure by IGTS

Objectives To ensure competent staff on Collision Repair operations To build a strong team driven by performance objectives

Course Content / Agenda of Collision Repair Refresher Training Program 8:30am – 9:00am: Registration (Training Room 3, EON Head Office Complex, Shah Alam) 9:00am – 9:30am: Opening & briefing on Collision Repair performance status by Azhar Aziz 9:30am – 10:30am: e-claim process and procedure by Merimen 10:30am – 10:45am: Tea –Break 10:45am – 1.00pm: Collision Repair Flowchart and Procedures by Mohd Isa Data-mart - Cycle Aging - WIP Aging - Cycle Aging History SAP - FBL5N (Customer line items display) - VF03 (Display billing document) “Long Outstanding Insurance Debts” - YI71 (Sales by Ins. Companies) - YI38 (Value in Ins. Sales) 1:00pm – 2:00pm: Lunch 2:00pm – 2:30pm: Invoicing workflow and incentive calculation by Chris Wong 2:30pm – 3:15pm: Case Studies by Mohd Isa 3:15pm – 3:30pm: Tea –Break 3:30pm – 4:30pm: e-claim process and procedure by IGTS 4:30pm – 5:00pm: Closing and Q & A

Course Agenda Registration Opening points on status of Collision Repair Performance and Turn-Around Plan (By Azhar Aziz)

Course Agenda e-claim and procedures by Merimen Introduction Insurance Companies Introduction Processes Workflow Frequent error identified Q & A

Course Agenda Data-mart:- Cycle Aging Data-mart accessibility Objective of Cycle Aging Report Work to be done on Cycle Aging Report

Course Agenda Data-mart:- WIP Aging Objective of WIP Aging Report Work to be done on WIP Aging Report

Course Agenda Data-mart:- Cycle Aging History Objective of Cycle Aging History Report Work to be done on Cycle Aging History Report

Course Agenda SAP:- FBL5N - Customer line items display SAP ACCESS SCREEN At main menu type in “FBL5N” Press <enter> key The screen will change to next screen

Course Agenda SAP:- FBL5N - Customer line items display CUSTOMER ACCOUNT SELECTION At customer account column type in customer account no. e.g. 50000053 (AVIVA Insurance Bhd) At Line Selection status, column open items open at key date e.g. 17.07.2008

Course Agenda SAP:- FBL5N - Customer line items display CUSTOMER ACCOUNT (cont) At column “Type” tick at Normal items At column “ List Output” type in /ROS5. Then click at “Execute (F8)” The screen will change to next screen

Course Agenda SAP:- FBL5N - Customer line items display CUSTOMER ACCOUNT DISPLAY At screen shows all outstanding debt as 17.07.2008 belong to AVIVA Insurance Bhd At BusA column put a curser at any branch code e.g. 507 (Labuan)

Course Agenda SAP:- FBL5N - Customer line items display CUSTOMER ACCOUNT DISPLAY (cont) At BusA put a curser at any branch code e.g. 507 (Labuan) Next, click a curser at “self filter” The screen will change to next screen At filter criteria Business Area, key in branch code e.g. 507 (Labuan) Then click “Execute” Then screen will show outstanding debt only for Labuan Branch.

Course Agenda SAP:- VF03 – Display billing document MAIN MENU SCREEN At main menu type in VF03 Press <enter> key The screen will change to next screen

Course Agenda SAP:- VF03 – Display billing document BILLING DOCUMENTS At Billing Document column type in document / invoice no. 9003450138 Press <enter> key The screen will change to next screen

Course Agenda SAP:- VF03 – Display billing document INSURANCE BILLING At screen Insurance Billing Document – Insurance Document Number, Payer Account Number, Net Value and Billing Date appeared at screen. Press <enter> key at Accounting Column The screen will change to next screen

Course Agenda SAP:- VF03 – Display billing document DOCUMENT IN ACCOUNTING At column Accounting Document, press <enter> key The screen will change to new screen INSURANCE BILLING

Course Agenda SAP:- VF03 – Display billing document ACCOUNT SHORT TEXT Under Account Short Text, press <enter> at name of Insurance Company e.g. AVIVA INSURANCE BHD. Then the screen will change to new screen

Course Agenda SAP:- VF03 – Display billing document DISPLAY DOCUMENT At Last Dunned & Text column is empty The Status of Payment is still OUTSTADING

Course Agenda SAP:- VF03 – Display billing document DISPLAY DOCUMENT At clearing column is display 25.04.2008 & 1502968972. The Status of Payment is RECEIVED

Course Agenda “Long Outstanding Insurance Debts” Based on visits to Service Centres and meetings held with Insurance Companies, payment for the long overdue insurance claims are being delay or not paid mainly due to on-compliance by service branches. Most of the front-liners claimed that they had overlooked on some required Standard Operating Procedures (SOP) as follows: To issue the Final Bill according to the amount in Approval Letter To include excess fees accordingly as mentioned in the Approval Letter To ensure that excess fee is charged and fully collected from customer before the car is released To ensure that the Discharge Voucher is signed by Insured To choose the correct material upon issuing invoices to insurance company and customer. The correct material for insurance company is “ins_excess” and from customer is “cust_excess”

Course Agenda SAP:- F32 – Clearing For Overpayment

Course Agenda SAP:- F32 – Clearing For Overpayment

Course Agenda SAP:- F32 – Clearing For Overpayment

Course Agenda SAP:- F32 – Clearing For Overpayment

Course Agenda SAP:- F-30 – Partial Payment Clearing Received partial payment from customer. The objective of this process is to clear partial payment received from customer. Example: Refer to American Home Assurance (Account no.: 50000000) Payment received - RM2,460.00 Invoice 9002338062 - RM2,470.00 Shortpaid - RM 10.00

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 1 a) Key in i) Document date : Date of invoice to be cleared. e.g: 22.12.2004 ii) Type : RV (Choose type of document e.g. debit note - DD; invoice - RV) iii) Posting date : Current date iv) PstKy : 01 v) Account : Customer account number b) Goto Transaction to be processed and select “Transfer posting with clearing” c) Click - Enter c) Enter i )Invoice date ii) Change to “RV” iii) Current date b iv) Posting key v) Customer account no.

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 2 a) Key in i) Amount – i.e. difference between payment & invoice e.g.: Invoice - RM2,470 Payment - RM2,460 Difference - RM 10 b) Key in i) Business area : 208 ii) Assignment number - Service order number c) Click - Choose Open Item i) Difference between invoice & payment Business area Invoice service order

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 3 a) Key in - Account : Customer account no. b) Go to - Additional selections and Select: Document Number c) Click - Process Open Item c) Click a) Customer account no. b) Choose: Document no.

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 4 a) Key in i) Receipt number (Official Receipt) ii) Document number e.g. 5203968575 b) Click - Process Open Item i)Document no: Receipt Document no

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 5 a) Double click at amount (invoices & official receipt) b) Please check that the amount at “Not assigned” must be zero (0) c) Click - Document d) Choose - simulate c) Choose Document a) Double click b) Amount must be zero (0)

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 6 a) Double click at debit amount Double click at debit amount

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 7 a) Key in - Invoice number at Text column b) Click - Save

Course Agenda SAP:- F-30 – Partial Payment Clearing STEP 8 a) View result at FBL5N

Course Agenda Invoicing workflow and incentive calculation

Course Agenda Case Studies

Course Agenda e-claim and procedures by IGTS Introduction Insurance Companies Introduction Processes Workflow Frequent error identified Q & A

Course Agenda Q & A

Thank You