- Enter the Title of the procedure: Description of the operating procedure - Region (APAC, EMEA, LAM, NAM) - Country (Optional) - ERP (PI1, PF1, WP1)
- Add the following Labels :
- Fill all fields as described
- Once the procedure is completed, publish it using the GBS Credit Management approval workflow.
Table of contents
Objective and Scope
The purpose of this operating procedure (OP) is to describe how to perform the Internal Controls for Cash Collection and it applies to SBS EMEA Service Center
Scope
ERP
References
Attachments
1. Daily Internal Controls
1.1 Disputes in “Open” and “In Progress” with no modifications for more than 7 days
In order to know how to extract the data required for this control, you should open the Google Sheet Follow-up Sales-CSR and enter the "Instructions Internal Controls" sheet.
The following table will appear, showing the date(s) to use as filter on the UDM_DISPUTE
Open transaction UDM_DISPUTE (PI1) and search for variant “/!EMEA DISPUTE FOLLOW UP”:
On the “Changed On“ field and inside “Select Ranges”, add the date mentioned in the "Follow-up Sales/CSR" file and execute:
For each dispute check the notes tab to see if any actions were taken. In case of no action/comment for more than 7 days, an Excel table should be created, identifying Customer, Dispute number, User (External Reference) and an internal comment.
The comment must be clear and inform whether the dispute should be reviewed by user or if the status/content was modified.
1.2 Disputes with External Reference not filled-in
To perform this control open Google Sheet "Follow-up Sales/CSR"
Open transaction UDM_DISPUTE (PI1) and search for variant “/!EMEA DISPUTE FOLLOW-UP:
For each dispute check if the “External refer.” Field is filled-in with the correct region or name and update it if necessary.
1.3 Freshdesk Tickets with no modifications for more than 48H
To perform this control the following Freshdesk extraction should be executed:
Select the view “EMEA - Tickets open > 48h”
Do not forget to select the Created Time at the earliest date possible (November 2016).
An Excel file will be sent to your personal mailbox.
You should then unfilter Need of More information "Status"
2. Weekly Internal Controls
2.1 Disputes with incorrect status
Each Monday it is necessary to check if there is any dispute modified in the previous week with an incorrect status.
To perform this control open also the file "Follow-up Sales/CSR" and enter the "Instructions Internal Controls" sheet.
Open transaction UDM_DISPUTE (PI1) and search for variant “/!EMEA DISPUTE FOLLOW UPCONTROLS”
On the “Changed On“ field and inside “Select Ranges”, add the dates mentioned in the Google Sheet and execute (it will appear only on Monday).
For each dispute check if the current status is appropriated and change it accordingly:
- To “To be Collected”: if issue is solved
- To “Call by Collector”: if any action is required from the Collector
- To “To be Cleared”: if any action is required from Accounts Receivable Team
2.2 Freshdesk Tickets with > 48h in "Need for more information" Status
Please select only the tickets not handled for more than 2 days.
3. Publishing Controls
After the controls are performed, the results are communicated through a Freshdesk Ticket, forwarding an email to the team-members (copying the Team Leader and the Manager). Follow-up activity is required to ensure a prompt corrective action.
End of document.