2fa S4CLD2402 BPD en de

Test Script
SAP S/4HANA Cloud - 26-12-23
Quality Management for Complaints from Customers

(2FA_DE)
PUBLIC
Table of Contents
1 Purpose
2 Prerequisites
2.1 System Access
2.2 Roles
2.3 Master Data, Organizational Data, and Other Data
2.4 Business Conditions
2.5 Preliminary Steps
3 Overview Table
4 Test Procedures
4.1 Create Quality Notification with Basic Data
4.2 Capture Defects, Define Root Cause Analysis, and Document Immediate Actions
4.3 Define Corrective Actions and Correction Tasks
4.4 Execute Root Cause Analysis, Corrective Actions, Correction Tasks and Document Outcome
4.5 Review Root Cause Analysis and Document Root Cause, Review Corrective Actions and Correction Tasks
4.6 Define Preventive Actions
4.7 Execute Preventive Actions and Document Outcome
4.8 Review Preventive Actions
4.9 Complete Notification
4.10 Display a List of Quality Notifications (optional)
4.11 Display a List of Quality Notification Tasks (optional)
1 Purpose
Overview
This scope item describes the management of customer complaints, for example, after delivery of a product. Using quality notifications, the quality engineer
can capture all complaint-related information provided by the customer. The quality engineer enriches the notification by adding internal logistical informa-
tion, such as delivery and purchase documents. Further immediate actions can be captured for documentation purposes. To identify the complaint's root
cause, the engineer documents a root cause analysis. After having identified the error and the related root cause, the quality engineer classifies this informa-
tion using code groups, codes, and free text information.
The quality engineer defines corrective and preventive actions either globally at notification level or per defect. The engineer assigns one processor to each
action. The action is processed, and action processors give feedback per action.
Finally, the quality engineer reviews each action and closes the notification.
This document provides a detailed procedure for testing this scope item after solution activation, reflecting the predefined scope of the solution. Each
process step, report, or item is covered in its own section, providing the system interactions (test steps) in a table view. Steps that are not in scope of the
process but are needed for testing are marked accordingly. Project-specific steps must be added.
Note Values in this test script (decimal notation, date formats, and so on) are presented in U.S. standard notation. If your test system is set up to use a
different notation, enter values as appropriate.
Quality Management for Complaints from Customers (2FA_DE)

Test Procedures PUBLIC 2
2 Prerequisites
This section summarizes all the prerequisites for conducting the test in terms of systems, users, master data, organizational data, other test data and busi-
ness conditions.
2.1 System Access
System Details
System Accessible via SAP Fiori launchpad. Your system administrator provides you with the URL to access the various apps assigned to your role.
2.2 Roles
Create business roles using the following business role templates delivered by SAP and assign them to your individual test users.
Alternatively, if available, you can use the following spaces delivered by SAP. You create a space with pages containing predefined essential apps and assign
it to the business role. You then assign this business role to your individual users.
For more information, refer to How to Create a Business Role from a Template in the product assistance for SAP S/4HANA Cloud.
Name (Role Template) ID (Role Template) Name (Launchpad Space) ID (Launchpad Space) Log On
Quality Engineer SAP_BR_QUALITY_ENGINEER Quality Engineering SAP_BR_QUALITY_ENGINEER
2.3 Master Data, Organizational Data, and Other Data

The organizational structure and master data of your company has been created in your system during activation. The organizational structure reflects the
structure of your company. The master data represents materials, customers, and vendors, for example, depending on the operational focus of your com-
pany.
Use your own master data or the following sample data to go through the test procedure.

Master Value Details Comments
Plant 1010 Plant 1 DE
Company Code 1010 Company Code 1010
Customer 10100050
You can find general information on how to create master data objects in the following Master Data Scripts (MDS) :
Table 1: Master Data Script Reference
Master Data ID Description
BNQ Create Quality Inspection Plan
2.4 Business Conditions

Before this scope item can be tested, the following business conditions must be met.
Scope Item Business Condition
BD9 - Sell from Stock To run through this scope item, the materials must be available in stock. If you use trading goods (HAWA) you can either:
● Run through the Procurement of Direct Materials (J45) process
Or create stock using FLP tile Post Goods Movement (for details see section Preliminary Steps).
BNQ - Create Quality Inspec- If you want to use self-defined actions and task codes, please refer to Chapter Characteristic Attributes - Edit Code Groups for Selected Sets in
tion Plan BNQ with catalog 2 and/or 8.
2.5 Preliminary Steps

To run through this scope item, a sales order and/or a delivery to customer are required.

3 Overview Table
This scope item consists of several process steps provided in the table below.
Note If your system administrator has enabled spaces and pages on the SAP Fiori launchpad, the homepage will only contain the essential apps for per-
forming the typical tasks of a business role.
You can find all other (searchable) apps not included on the homepage using the search bar (2434549).
If you want to personalize the homepage and include the hidden apps, navigate to your user profile and choose App Finder.
Process Step Business Transaction/App Expected Results

Role
Create Quality Notification with Basic Data [page ] 7 Quality En- Create Quality Notification A quality notification is created.
gineer (QM01)
Capture Defects, Define Root Cause Analysis, and Document Immedi- Quality En- Change Quality Notification Defects are captured, root cause analysis is defined and
ate Actions [page ] 9 gineer (QM02) immediate actions are documented.
Define Corrective Actions and Correction Tasks [page ] 11 Quality En- Change Quality Notification Corrective actions and correction tasks are defined.
gineer (QM02)
Execute Root Cause Analysis, Corrective Actions, Correction Tasks Quality En- Change Quality Notification Tasks Root cause analysis, corrective actions, correction tasks
and Document Outcome [page ] 12 gineer - Worklist (QM12) are executed and documented.
Review Root Cause Analysis and Document Root Cause, Review Cor- Quality En- Change Quality Notification Root cause analysis, corrective actions and correction
rective Actions and Correction Tasks [page ] 14 gineer (QM02) tasks are reviewed and documented.
Define Preventive Actions [page ] 15 Quality En- Change Quality Notification Preventive actions are defined.
gineer (QM02)
Execute Preventive Actions and Document Outcome [page ] 16 Quality En- Change Quality Notification Tasks Preventive actions are executed and documented.
gineer - Worklist (QM12)
Review Preventive Actions [page ] 16 Quality En- Change Quality Notification Preventive actions are reviewed.
gineer (QM02)
Complete Notification [page ] 17 Quality En- Change Quality Notification Notification is completed.
gineer (QM02)
Display a List of Quality Notifications (optional) [page ] 18 Quality En- Display Quality Notifications - A list of quality notifications is displayed.

Process Step Business Transaction/App Expected Results
Role
gineer Worklist (QM11)
Display a List of Quality Notification Tasks (optional) [page ] 19 Quality En- Display Quality Notification Tasks A list of notification tasks is displayed.
gineer - Worklist (QM13)

4 Test Procedures
This section describes test procedures for each process step that belongs to this scope item.
4.1 Create Quality Notification with Basic Data
Test Administration
Customer project: Fill in the project-specific parts.
Test Case ID <X.XX> Testing Date:
Tester Name: Duration:
Business Role(s): Responsibility: <State the Service Provider, Customer or Joint Service Provider and Customer>
Purpose
In this process step, you create a customer complaint quality notification and capture the most important data. Processing of the notification is started by
setting a corresponding lifecycle status.
Procedure
Test Test Step Instruction Expected Result Pass / Fail

Step Name / Com-
# ment
1 Log On Log on to the SAP Fiori Launchpad as a Quality Engineer. The SAP Fiori Launchpad displays.
2 Access the Open Create Quality Notification (QM01). The Create Notification: Initial Screen dis-
App plays.

Test Test Step Instruction Expected Result Pass / Fail
Step Name / Com-
# ment
3 Create the Make the following entries and choose Notification: A new quality notification of type customer
Notifica- ● Notification Type: Q1 plaint is created in status Notification in
tion process.
In the dialogue box Create Notification: Initial Screen, enter the following data and choose Con-
tinue: By entering sales order and/or delivery, re-
lated data will be automatically transferred to
● Sales Order: sales order and sales order item the notification.
● Delivery: delivery and delivery item
4 Enter Noti- In the Reference Object part under Reference Objects tab, make the following entries: Required start and required end date are
fication ● Material: <Material Number>, for example, QM001 changed according the selected priority after
Data choosing enter button.
● Plant for Material: 1010
In the DMS Links part under Reference Objects tab, you can attach document by choose + or
click Create Document.
In the Subject part under Subject tab, make the following entries:
● Coding: for example,QM-COD (Problem Details); 0002(Product Complaint)
● Description: for example, Surface Damage
● Long text: enter the long text to describe the complaint
In the Execution section under Subject tab, make the following entries:
● Priority: select a priority
● Required Start: today
● Required End: today + 30 days
● Coordinator: enter the coordinator
In the Dates/Times tab, you can check the Notification Date created automatically as today's
date. Enter your name in the filed Reported By. You can also edit Start/End Dates of the notifica-
tion.
(Optional) Select More > Goto > Partner in the application menu to navigate to the Partners
screen and add additional partner functions and partner IDs (e.g. Interested Party). After having
completed partner maintenance, navigate back.
Change notification status by choosing Put in Process button.
5 Save Noti- In the bottom of the page, choose Save. Notification is saved and notification ID is
fication generated.

4.2 Capture Defects, Define Root Cause Analysis, and Document Immediate Actions
Test Administration
Purpose
In this process step, a root cause analysis is triggered, and defects are maintained. Furthermore, immediate actions on defect or notification level are en-
tered for documentation purposes.
Procedure
Test Test Step Instruction Expected Result Com-

Step Name ments
#
1 Log on Log on to the SAP Fiori launchpad as Quality Engineer. The SAP Fiori Launchpad displays.
2 Access the Open Change Quality Notification (QM02). The Change Notification: Initial screen displays.
App
3 Choose the Make the following entry and choose Notification:

Notification ● Notification: notification ID
4 Update the To define a root cause analysis, navigate to the tab Tasks and make the follow- A root cause analysis is defined as task on notification level and
notification ing entries: released.
● Code Group: for example, QM-TASK
● Task Code: for example, 0004 - Root Cause Analysis Note Corrective actions on defect level do not have a status
● Task Text: Root cause analysis and action responsible. To define actions with status and ac-

Test Test Step Instruction Expected Result Com-
Step Name ments
#
● Responsible: responsible user name tion responsible on defect level, see tab Correction Tasks.
● Planned Start Date: today
● Planned End: today +2 days The system might issue a warning if task dates do not lie within
Release activity by selecting the corresponding entry and pressing button Re- the notification dates.
lease below the table. Defects are added to the notification.
To capture defects, navigate to the tab Items and maintain defects in the Over- Immediate / corrective actions are added on notification or defect
view table: level.
● Code Group: DEF-LOC (Defect location)
● Defect loc.: 0003 (Outside)
Note Activities on notification level do not have a status and
● Code Group: DEF-SURF Surface Defects action responsible. To define actions with status and action re-
● Defect type: 0003 Scratched sponsible, see tab Tasks.
● Text: Scratches ~ 3 mm
● Item long text: Long text
● DefectiveQty (external) / DefectiveQty (internal): 1 pc
To document immediate/corrective actions per defect, select a defect item in
the Overview table and navigate to tab Correction Activities on the Items tab. In
the table Activities for Item, make the following entries:
● Code Group: for example, QM-ACT
● Activity Code: for example, 0001 - Immediate Activity
● Activity Text: Acknowledgment mail sent to customer
● Start Date: today
● End Date: today
To document immediate actions on notification level, navigate to tab Activities
and make the following entries:
● Code Group: for example, QM-ACT
● Activity Code: for example, 0001 - Immediate Activity
● Activity Text: Acknowledgment mail sent to customer
● Start Date: today
● End Date: today
5 Save the Choose Save button. Notification is saved. The status is updated to outstanding task
notification exists.

4.3 Define Corrective Actions and Correction Tasks
Test Administration
Purpose
In this process step, corrective actions on notification level and correction tasks on defect level are created, assigned to responsible processors and released
for processing.
Procedure
Test Test Step Name Instruction Expected Result Com-

Step # ments
1 Log on Log on to the SAP Fiori Launchpad as Quality Engineer. The SAP Fiori Launchpad is displayed.
2 Access the App Open Change Quality Notification (QM02). The Change Notification: Initial screen displays.
3 Choose the Notification Make the following entries and choose Notification:
● Notification: notification ID
4 Create and release correc- Navigate to tab Tasks and make the following entries to define a A corrective action has been defined as a task on notification
tive action corrective action on notification level: level. The action has been released for processing.
● Code Group: for example, QM-TASK
● Task code: for example, 0001 - Corrective task Note The system might issue a warning if action dates do
● Task Text: Rework surface not lie within the notification dates.
● Responsible: responsible user name

Step # ments
● Planned End: today + 1 day

Select the corresponding entry and press button Release below
the table to release the corrective action.
5 Create and release correc- Navigate to tab Items and select a defect item. A correction task has been defined on defect item level. The
tion task on defect level Navigate to tab Correction Tasks on Tab Items and make the fol- task has been released for processing.
lowing entries to define a correction task on defect level:
● Code Group: for example, QM-TASK Note The system might issue a warning if task dates do
● Task code: for example, 0001 - Corrective task not lie within the notification dates.
● Task Text: Rework surface
● Responsible: responsible user name
● Planned End: today + 1 day
Release correction task by selecting the corresponding entry and
pressing button Release below the table.
6 Save the notification Choose Save button. Notification is saved. The status is updated to outstanding
task exists.
4.4 Execute Root Cause Analysis, Corrective Actions, Correction Tasks and Document Out-
come
Test Administration

Purpose
In this process step, the tasks that are assigned to a user with the role user responsible are displayed in a worklist. Feedback to tasks is entered and process-
ing is finished by changing the task status.
Procedure

Step # ments
2 Access the App Open Change Quality Notification Tasks - Worklist (QM12). The Change Tasks: Selection of Notifications displays.
3 Enter selection On the selection screen, different search parameters can be spec- A list of tasks assigned to the responsible user displays.
parameters ified to retrieve a list of tasks.
Make the following entries and choose Execute:
Note Note that the selection criteria include notification and task
● Person responsible for task: user name data.
Note From the worklist, it is also possible to jump to the respective

notification by selecting the task and choosing button Notification.
4 Open root cause In the Change tasks: List of notifications, select the root cause Root cause analysis opens.
analysis task analysis defined above and choose the button Task in the top.
5 Update the task In the Task area, input the feedback in the long text field. Status of the task changes to task completed. Fields are read-only.
Expand the Planning area, make the following entries:
● Completed On: today Note The fields Completed on and By are automatically filled at sta-
● By: user name tus change.
Choose button Complete Task.
Note By choosing button Notification, a notification summary is dis-

played.
Note It is also possible to assign causes to defects in a systematic

manner. A detailed description is provided in the next step.
6 Save the task Choose Save. Data is saved.

Step # ments
7 Process other Process the corrective actions and correction tasks defined in the
tasks previous step in a similar way.
4.5 Review Root Cause Analysis and Document Root Cause, Review Corrective Actions and
Correction Tasks
Test Administration
Purpose
In this process step, completed tasks are reviewed and the root cause identified in the root cause analysis is documented on defect item level.
Procedure

Step ments
#
2 Access the App Open Change Quality Notification (QM02). The Change Notification: Initial screen
displays.

Step ments
#
3 Choose the Notifica- Make the following entries and choose Execute:
tion ● Notification: notification ID
4 Review root cause Navigate to tab Tasks and open the root cause analysis by a double click on the respective Task long text is displayed.
analysis line item.
Display task long text by choosing the button Text right to the field Task Text.
Choose back and close Task Detail pop up.
5 Mark root cause Select the root cause analysis line item and choose button Successful located below the tasks Task status changes to successful.
analysis successful table.
(Optional)
Note If root cause analysis is not suc-
cessful, a new task must be defined.
6 Enter root causes for It is also possible to maintain root causes per item leveraging code groups and codes. Navi- A cause is assigned to the defect.
item gate to tab Items. Select one defect item in the Overview list and navigate to tab Causes in
the tab Items. Make the tollowing entries:
● Code Group: QM-CAU (Problem Causes, Defect Causes)
● Cause code: 0012 (Human / Training or Awareness)
● Cause text: Scratches due to incorrect handling
7 Process other tasks Process steps 4 and 5 (optional) for the corrective actions and correction tasks.
8 Save Choose Save. Data is saved.
Note The system indicates via a sys-

tem status if all tasks of the notifica-
tion are completed.
4.6 Define Preventive Actions
Purpose
In this process step, preventive actions on notification and defect level are created, assigned to responsible processors and released for processing.

Procedure
Execute the steps described in chapter Define Corrective Actions and Correction Tasks to define a preventive action on notification and defect level.
4.7 Execute Preventive Actions and Document Outcome
Purpose
In this process step, the tasks that are assigned to a user with the role user responsible are displayed in a worklist. Feedback to tasks is entered and process-
ing is finished by changing the task status.
Procedure
Execute the steps described in Chapter Execute Root Cause Analysis, Corrective Actions, Correction Tasks and Document Outcome to execute a preventive
action.
4.8 Review Preventive Actions
Purpose
In this process step, completed tasks are reviewed.
Procedure
Execute steps 1 through 5 and 8 described Chapter Review Root Cause Analysis and Document Root Cause, Review Corrective Actions and Correction Tasks
to review preventive actions.

4.9 Complete Notification
Test Administration
Purpose
In this process step, the notification and related objects are reviewed and the notification is closed.
Procedure

Step # ments
2 Access the App Open Change Quality Notification (QM02). The Change Notification: Initial screen
displays.
3 Choose the Notification Make the following entries and choose Execute:
● Notification: notification ID
4 Review the notification Navigate through all tabs and review the information. Check whether all tasks are at least All tasks are in status completed.
and all related objects in status completed. If not, change the task status accordingly or remove the task.
5 Close the notification Choose Complete. Notification status is updated and

In the window Close, maintain the following fields and choose Continue to close the Notifi- saved.
cation:
● Completion Date: today

Step # ments
● Completion Time: now Note Completion Date and Comple-

● Notification: Internal Origin or External Origin tion time are automatically filled.
4.10 Display a List of Quality Notifications (optional)
Test Administration
Purpose
In this process step, a list of notifications with respect to a certain material is displayed in a worklist for overview purposes or management quality analysis.
Procedure

Step ments
#
2 Access the App Open Display Quality Notifications - Worklist (QM11). The initial selection screen displays.
3 Enter selection pa- Make the following entries and choose Execute: Note Different selection parameters (notification status, date, partners,
rameters ● Material: QM001 code group and code) can be entered.

Step ments
#
Note The value selected in the field Ref. Field Monitor determines whether
the traffic light is calculated using the notification priority or notification
date.
A list of quality notifications matching the specified selection criteria displays.
4 Access individual no- Select one quality notification in the result list and Detailed notification information shows.
tification information choose button Notification to display all notification de-
tails.
Choose Back to return to the worklist.
Select one quality notification in the result list and
choose button Long Text to display the notification
longtext.
4.11 Display a List of Quality Notification Tasks (optional)
Test Administration
Purpose
In this process step, you can get a list of tasks, for example, tasks that a specific user is responsible for, tasks for a department ans tasks that are connected
to a certain material.

Procedure

Step ments
#
1 Log On Log on to the SAP Fiori Launchpad as Quality Engi- The SAP Fiori Launchpad displays.
neer.
2 Access the App Open Display Quality Notification Tasks - Worklist The initial selection screen displays.
(QM13).
3 Enter Selection Pa- Make the following entries and choose Execute: Note Different selection parameters with respect to task and notification (e.g.
rameters ● Person responsible for task: user name notification and task status, date, partners, code group and code) can be en-
tered.
Note The value selected in the field Ref. Field Monitor determines whether the
traffic light is calculated using the notification priority or task dates.
A list of tasks matching the specified selection criteria displays.
4 Access Individual Select one task in the result list and choose button Detailed task and notification data shows.
Task Information Task to display all task details.
Select one task in the result list and choose button
Long Text to display the task longtext.
Choose back to return to the worklist.
Select one task in the result list and choose button
Notification to display the related quality notification.
Choose back to return to the worklist.

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Test Script

SAP S/4HANA Cloud - 26-12-23

Quality Management for Complaints from Customers

Quality Management for Complaints from Customers (2FA_DE)

2.1 System Access

Quality Engineer SAP_BR_QUALITY_ENGINEER Quality Engineering SAP_BR_QUALITY_ENGINEER

2.3 Master Data, Organizational Data, and Other Data

Quality Management for Complaints from Customers (2FA_DE)

Plant 1010 Plant 1 DE

Company Code 1010 Company Code 1010

BNQ Create Quality Inspection Plan

2.4 Business Conditions

Scope Item Business Condition

2.5 Preliminary Steps

Quality Management for Complaints from Customers (2FA_DE)

Process Step Business Transaction/App Expected Results

Quality Management for Complaints from Customers (2FA_DE)

gineer Worklist (QM11)

Quality Management for Complaints from Customers (2FA_DE)

4.1 Create Quality Notification with Basic Data

Customer project: Fill in the project-specific parts.

Test Case ID <X.XX> Testing Date:

Tester Name: Duration:

Test Test Step Instruction Expected Result Pass / Fail

Quality Management for Complaints from Customers (2FA_DE)

Quality Management for Complaints from Customers (2FA_DE)

Customer project: Fill in the project-specific parts.

Test Case ID <X.XX> Testing Date:

Tester Name: Duration:

Test Test Step Instruction Expected Result Com-

3 Choose the Make the following entry and choose Notification:

Quality Management for Complaints from Customers (2FA_DE)

Quality Management for Complaints from Customers (2FA_DE)

Customer project: Fill in the project-specific parts.

Test Case ID <X.XX> Testing Date:

Tester Name: Duration:

Test Test Step Name Instruction Expected Result Com-

Quality Management for Complaints from Customers (2FA_DE)

● Planned End: today + 1 day

Customer project: Fill in the project-specific parts.

Test Case ID <X.XX> Testing Date:

Tester Name: Duration:

Quality Management for Complaints from Customers (2FA_DE)

Test Test Step Name Instruction Expected Result Com-

Note From the worklist, it is also possible to jump to the respective

Note By choosing button Notification, a notification summary is dis-

Note It is also possible to assign causes to defects in a systematic

6 Save the task Choose Save. Data is saved.

Quality Management for Complaints from Customers (2FA_DE)

Customer project: Fill in the project-specific parts.

Test Case ID <X.XX> Testing Date:

Tester Name: Duration:

Test Test Step Name Instruction Expected Result Com-

Quality Management for Complaints from Customers (2FA_DE)

8 Save Choose Save. Data is saved.

Note The system indicates via a sys-

4.6 Define Preventive Actions

Quality Management for Complaints from Customers (2FA_DE)

4.7 Execute Preventive Actions and Document Outcome