5
`ii
`5:
`zi‘“i:
`7:2‘:
`I:
`v
`‘
`an
`I
`IIEIIE §I;..II u”II“
`
`Attorney’s Docket No.: 13906-O99PO2
`
`PROVISIONAL APPLICATION FOR PATENT
`
`under
`
`37 CFR §1.53(c)
`
`TITLE:
`
`FULFILLING SCHEDULING ORDERS
`
`APPLICANT:
`
`RENZO COLLE, STEFAN DOLESCHEL, FRANZ I-IOLLICH
`AND DAGMAR STRUMBERGER
`
`CERTIFICATE OF MAILING BY EXPRESS MAIL
`
`Express Mail Label No.
`
`EV 115491153 US
`
`Date of Deposit
`
`March 5; 2003
`
`
`
`CiM Ex. 1038 Page 1
`
`CiM Ex. 1038 Page 1
`
`

`
`
`
`Specification
`
`CDP Scheduling
`
`Caterpillar
`
`Service Operations
`
`Specification Service Schecluling
`
` Status: Draft
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDUL|NG.DOC
`
`2002 SAP AG
`Neurottstr. 18
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 1 /
`
`I
`
`
`
`CiM Ex. 1038 Page 2
`
`
`
`CiM Ex. 1038 Page 2
`
`

`
`
`
`iliiiu iliiftl
`
`ll-=ll=
`
`Copyright
`
`Copyright © 2002 SAP AG. All fights reserved.
`Neither this document nor any part of it may be copied or reproduced in any form or by any means
`without the prior written consent of SAPAG.
`The information contained in this document is subject to change or revision without prior notice.
`No part of this publication may be reproduced or transmitted in any fon'n or for any purpose without
`
`notice.
`Some software products marketed by SAP AG and its distributors contain proprietary software
`components of other software vendors.
`Microsoft®, WlNDOWS®, NT®, EXCEL®, Word®, PowerPoint® and SQL Server® are registered
`trademarks of Microsoft Corporation.
`lBM®, DB2®, OS/2®, DB2/6000®, Parallel Sysplex®_ MVS/ESA®, RS/6000®, A|X®, Sl390®,
`AS/400®, OS/390®, and OS/400® are registered trademarks of IBM Corporation.
`ORACLE® is a registered trademark of ORACLE Corporation.
`lNFORMlX®-OnLine for SAP and |nformix® Dynamic ServerTM are registered trademarks of In-
`formix Software Incorporated.
`UNlX®, X/Open®, OSF/1®, and Motif® are registered trademarks of the Open Group.
`Citn'x®, the Citrix logo, lCA®, Program Neighborhood®, MetaFrame®, WinFrame®, VideoFrame®,
`MultiWin® and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc.
`HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C®, World Wide Web
`Consortium, Massachusetts Institute of Technology.
`JAVA® is a registered trademark of Sun Microsystems, Inc.
`JAVASCRlPT® is a registered trademark of Sun'Microsystems, lnc., used under license for tech-
`nology invented and implemented by Netscape.
`SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP Ear-
`IyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trade-
`marks or registered trademarks of SAP AG in Germany and in several other countries all over the
`world. All other products mentioned are trademarks or registered trademarks of their respective
`companies.
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`© 2002 SAP AG
`Neurottstr. 15
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 2/
`
`l
`
` CiM
`
`1038 Page 3
`
`CiM Ex. 1038 Page 3
`
`

`
`
`
`History
`
`Freeze of version 1.1
`
`29-Jan-2003 R. Colle
`
`Freeze of version 1.0 for first informational review with Peter Foxall
`
`12—Feb—2003 R. Colle
`
`Title: CDP_CAT_SERVOPS__SPEC_SCHEDULING.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 3 /
`
`|
`
`CiM Ex. 1038 Page 4
`
`CiM Ex. 1038 Page 4
`
`

`
`
`
`Contents
`
`
`
`Structure of Document ...................................................................... .. 6
`
`Project Organization .......................................................................... .. 7
`
`Project Team ................................................................................................. .. 7
`Document Reference .................................................................................... .. 7
`
`Customer Documents ................................................................................... .. 7
`
`SAP Documents ............................................................................................ .. 7
`
`Glossary .............................................................................................. .. 8
`
`Process Overview .............................................................................. .. 9
`
`Dispatcher Scenario ...................................................................................... .. 9
`
`Business Requirement ................................................................................ .. 10
`
`Solution Approach ....................................................................................... .. 11
`
`Scheduling Scenario ................................................................................... .. 12
`
`Business Requirement ................................................................................ .. 12
`
`Solution Approach ....................................................................................... .. 13
`
`Execution Monitoring ................................................................................... .. 13
`
`Business Requirement ................................................................................ .. 13
`
`Solution Approach ....................................................................................... .. 15
`
`Tool Management ....................................................................................... .. 16
`
`Business Requirement ................................................................................ .. 16
`
`Solution Approach ....................................................................................... .. 17
`SAP Solution Architecture Overview ........................................................... .. 18
`
`Target Group/Role ...................................................................................... .. 19
`
`Prerequisites & Limitations .......................................................................... .. 19
`
`Use Cases ......................................................................................... .. 20
`
`List of Use Cases ........................................................................................ .. 20
`
`Description of the Individual Use Cases ...................................................... .. 20
`
`Detailed Specification ...................................................................... ..21
`Service Order .............................................................................................. .. 21
`
`Business Requirements .............................................................................. .. 21
`
`Solution Proposal ........................................................................................ .. 23
`
`Tool Management ....................................................................................... .. 26
`
`Business Requirements .............................................................................. .. 27
`
`1
`
`2.1
`
`2.2
`
`2.2.1
`
`2.2.2
`
`3 4 4
`
`.1
`
`4.1.1
`
`4.1.2
`
`4.2
`
`4.2.1
`
`4.2.2
`
`4.3
`
`4.3.1
`
`4.3.2
`
`4.4
`
`4.4.1
`
`4.4.2
`
`4.5
`
`4.6
`
`4.7
`
`5 5
`
`.1
`
`5.2
`
`6 6
`
`.1
`
`6.1.1
`
`6.1.2
`
`6.2
`
`6.2.1
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldon‘ Date: 12.02.2003
`Germany
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULINGDOC
`
`Page 4/
`
` CiM Ex. 1038 Page 5
`
`CiM Ex. 1038 Page 5
`
`

`
`
`
`
`
`6.2.2
`
`6.3
`
`6.3.1
`
`6.3.2
`
`6.4
`
`6.4.1
`
`642
`
`Solution Proposal ........................................................................................ .. 27
`
`Scheduler Workplace .................................................................................. .. 28
`
`Business Requirements .............................................................................. .. 28
`
`Solution Proposal ........................................................................................ .. 30
`
`Monitoring and Reporting ............................................................................ .. 36
`
`Business Requirements .............................................................................. .. 36
`
`Solution Proposal ........................................................................................ .. 36
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`Page 5 /
`
`Germany
`
`CiM Ex. 1038 Page 6
`
`CiM Ex. 1038 Page 6
`
`

`
`
`
`£3553: 33:35 ii-hi!" fffzfi iii?" "
`
`1 Structure of Document
`
`This document describes Caterpillars general requirements for service scheduling. The solution
`described in this document is intended to be used as the central scheduling tool within Caterpi||ar’s
`dealer organization both for field services and repair shops.
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`Page 6 I
`
`|
`
`Germany
`
`'
`
`CiM Ex. 1038 Page 7
`
`CiM Ex. 1038 Page 7
`
`

`
`
`
`2 Project Organization
`
`2.1 Project Team
`
`Renzo Colle
`Arnim Malcherek
`
`Franz Hollich
`
`Product Manager
`
`1
`
`Author
`
`2.2 Document Reference
`
`2.2.1 Customer Documents
`
`
`
`SM21 Cros_s_Organizational__Scheduling.doc
`
`
`
`Scenari0_SAM1.doc
`
`Caterpillar Dealer Scheduling White Paper.doc
`
`
`
`Scheduling Business Scenario
`
`SM21 Cross Organizational Scheduling
`CAT Scheduling White Paper
`
`2.2.2 SAP Documents
`
`Scheduling Solution Proposal
`
`Solution_Proposa|_Final.ppt
`
`SDP_CAT_SERVOPS_SPEC_Object_Managementdoc
`
`Glossary Scheduling
`
`CDP_CAT_SERVOPS_Schedu|ingG|ossary.doc ‘/
`SDP_CAT__SERVOPS_Glossarydoc
`
`Service order
`
`SDP_CAT_SERVOPS_SPEC_Service_Order.doc
`
`Tool management
`
`Object management
`
`SDP_CAT_SERVOPS_SPEC_Tool_Management.doc
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG_DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 7 /
`
`I
`
`CiM Ex. 1038 Page 8
`
`CiM Ex. 1038 Page 8
`
`

`
`
`
`s‘i3§i:s iii! *“,3l~ '33
`
`3 Glossary
`
`The glossary is a separate document. See |G!o:ssa__:;y Scheduiing] and |Glossary] for details.
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULINGDOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 8/
`
`|
`
`M
`
` CiM Ex. 1038 Page 9
`
`CiM Ex. 1038 Page 9
`
`

`
`iifiiis illll l‘»il" if
`
`
`
`4 Process Overview
`
`The focus of Caterpillar’s requirements in the service scheduling context is on two subjects:
`
`o Visualization of the planning situation
`
`o
`
`Equal and simultaneous treatment of different resource types
`
`These principles also form the basis of the scenarios that we present in the following subsections.
`
`4.1 Dispatcher Scenario
`
`The dispatcher scenario describes the entry of service orders into CaterpiIlar’s system without im-
`mediately creating assignments to resources (e.g. order entry via call center). The dispatcher (e.g.
`call center agent or service advisor) requires visibility of the workload in the near future in order to
`be able to communicate an availability date to the customer.
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 9/
`
`|
`
` CiM EX. 1038 Page 10
`
`CiM Ex. 1038 Page 10
`
`

`
`
`
`4.1.1 Business Requirement
`
`Approve dale
`
`>3
`
`
`
`Request service
`
`Dispatcher
`
`stimate availabilit
`
`Create service
`order
`
`I
`
`dale _
`
`elermine require -
`resources
`
`
`I
`<(InClf.ldE»
`
`II
`
`Check resource
`
`workload
`
`
`
`The above diagram shows the use case for the Dispatcher scenario. The resource workload is
`needed both on an aggregated level (e.g. all technicians in a repair shop) and for single resources.
`
`[critical spare
`parts required]
`
`
`
`
`[no critical spare
`arts re uired
`
`Title: CDP_CAT_SERVOPS__SPEC_SCHEDULlNG.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldoif Date: 12.02.2003
`Germany
`
`Page 10/
`
`|
`
`CiM EX. 1038 Page 11
`
`CiM Ex. 1038 Page 11
`
`

`
`
`
`The resources to be determined in step two of the activity diagram above include the required tools,
`the skill sets for the required human resources and the spare parts needed to complete the service
`request.
`
`4.1.2 Solution Approach
`
`
`
`To fulfill the customer’s service request a CRM service order is created from a template or directly
`by entering service products. During the creation of the service order the required resources are
`determined. For spare parts an availability check against Caterpillar's legacy system PARTS is per-
`formed.
`
`Only the step Check resource workload in the above diagram is an essential part of the scheduling
`solution described in this document whereas the other steps will be described in the spe<;ificatio___n__gf_
`the service order.
`
`The determination of an end date for the service order at this point in time will probably be only an
`estimate. The assignments of resources to tasks and segments of the service order will be per-
`formed by the scheduler that is not necessarily the same person as the dispatcher. This process will
`be described in subsection 4.2.
`
`© 2002 SAP AG 0 Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 11 /
`
`1
`
`CiM EX. 1038 Page 12
`
`CiM Ex. 1038 Page 12
`
`

`
`
`
`4.2 Scheduling Scenario
`
`The scheduling scenario describes the process of making assignments between orders and re-
`sources. Reservations for these resources have to be written to the database and conflicts such as
`resource overload situations have to be resolved.
`
`The scheduling scenario is the most important use case for the entire scheduling solution described
`in this document.
`
`4.2.1 Business Requirement
`
`The following diagram shows the use cases that are relevant to this scenario:
`
`I/--5
`
`Zea‘.
`
`gs
`
`Group orders
`
`Select wo rklist
`
`
`
`
`
`Change
`assignment
`
`Conflict check
`
`Create assignment
`
`
`
`Check resource
`workload
`
`
`
`
`
`\\\\\\i1//7
`
`Service Scheduler
`
`When we look at this scenario from a sequential point of view we can describe it with the following
`activity diagram:
`
`
`
`
`[no conflict]
`
`[conflic ex isls]
`
`[change required]
`[no change]
`
`
`its results
`The sub—process Grouping of orders is independent of the scheduling process itself.
`might be used in the sub-process of Creation/change of assignments. This is denoted by the dotted
`arrow in the above diagram.
`
`Title: CDF’_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 12 /
`
`I
`
`CiM EX. 1038 Page 13
`
`CiM Ex. 1038 Page 13
`
`

`
`
`
`4.2.2 Solution Approach
`
`
`
`After selecting orders and the optional step of grouping these orders, the scheduler can dispatch
`the service order items by assigning them manually to resources on the planning board. Every
`assignment is then checked automatically to detect constraint violations. These constraint violations
`are displayed as entries in the alert monitorthat is integrated into the planning board. The scheduler
`then has the possibility to make adjustments to the assignments before he stores them to the data-
`base. He can also decide to ignore the alerts and simply store the assignments and the alerts.
`
`4.3 Execution Monitoring
`
`This scenario summarizes the requirements for monitoring tools and their potential usage.
`
`The focus of the scenario is on the execution—related functionality of the scheduling solution
`whereas the previous two sections dealt more with planning related tasks. The scenario‘s require-
`ments are mainly monitoring and alert functions in case of deviations from the planning situation.
`
`4.3.1 Business Requirement
`
`The following diagram shows the relevant use cases for this scenario:
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDUL|NG.DOC
`
`Germany
`
`
`
`Page 13/
`
`I
`
`CiM EX. 1038 Page 14
`
`CiM Ex. 1038 Page 14
`
`

`
`assignments
`
`
`
`
`
`
`Check alert
`situation
`
`Check service
`orders
`
`Km
`
`Change
`.
`
`Inform technicians
`
`Inform customer
`
`Service Scheduler
`
`Formulated as activity diagram the scenario looks as charted in the following diagram:
`
`[alerts
`[end date
`
`V
`'
`assinment chane
`Unchanged]
`I
`required]
`
`
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDUL|NG.DOC
`
`Page 14/
`
`I
`
`Germany
`
`CiM EX. 1038 Page 15
`
`CiM Ex. 1038 Page 15
`
`

`
`
`
`4.3.2 Solution Approach
`
`Checking alerts is an ongoing activity since each new assignment and also each change of an ex-
`isting assignment might cause new alerts. If the user decides that an alert is uncritical he can also
`flag the alert as irrelevant. This excludes the alert from the list permanently. Otherwise he will see
`the alert again when re—entering the planning board later.
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG.DOC
`
`Page 5/
`
`I
`
`Germany
`
`CiM EX. 1038 Page 16
`
`CiM Ex. 1038 Page 16
`
`

`
`
`
`4.4 Tool Management
`
`Tools are not only used as resources for the fulfillment of service orders but are also rented exter-
`nally by Caterpillar. Besides tools have to be maintained and administrated.
`
`Both tool rental and tool maintenance are not in scope of the scheduling solution described in this
`document. They are described in the specification document for tool management.
`
`Nevertheless the tool management has a big overlap with the scheduling solution because both
`software solutions schedule appointments for the same tools. To highlight this overlap we describe
`the underlying business scenario in this document.
`
`4.4.1 Business Requirement
`
`There are four different scenarios that can result in a reservation for tools. Only tool reservations
`resulting from a service order are in scope of this document but obviously the other tool reserva-
`tions have an impact on the scheduling solution, since conflicts can occur between different reser-
`vations for the same tool.
`
`Tool maintenance
`
`Tool rental
`
`5%
`
`7%
`
`Check tool
`availability
`
`Create tool
`reservation
`
`
`
`<<extend>>
`
`
`
`
`
`identify required
`tools
`
`Create
`assignments for
`service order
`
`<<incIude>>
`
`Create manual
`
`tool reservation
`
`Service scheduling
`
`5:
`
`>‘E
`
`Service personnel
`
`Since tool reservations can be created from different applications the crucial business requirement
`from a scheduling point of view is the prevention of conflicts or inconsistencies between these res-
`ervations.
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldon‘ Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`Page 16/
`3
`
`I
`
`Germany
`
`CiM EX. 1038 Page 17
`
`CiM Ex. 1038 Page 17
`
`

`
`
`
`4.4.2 Solution Approach
`
`As described in the last section the key problem in scheduling tools is the diversity of business
`processes and software applications that create tool reservations which can result in conflicts and
`inconsistencies between these reservations. Our approach to avoid these potential inconsistencies
`is to use a common database for all tool reservations what is illustrated in the following diagram.
`
`
`
`A pre-requisite for avoiding inconsistencies is that every application has to perform an availability
`check before creating a reservation. Othen/vise conflicts will occur that can only be dealt with by
`creating alerts. The scheduling engine will offer interfaces both for availability checks and for the
`storage of reservations or assignments.
`
`
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP__CAT_SERVOPS_SPEC_SCHEDUL|NG.DOC
`
`Page 17 /
`
`I
`
`Germany
`
`CiM EX. 1038 Page 18
`
`CiM Ex. 1038 Page 18
`
`

`
`
`
`4.5 SAP Solution Architecture Overview
`
`It relies partly on
`The architecture of the SAP solution approach is shown in the above diagram.
`functionality that is described in the specification documents for service orders and tool manage-
`ment.
`
`The SAP solution approach consists of two main building blocks:
`
`o
`
`o
`
`An interactive planning board that will be developed within mySAP CRM 4.0
`
`A scheduling engine that can be used as a standalone component with persistent data
`storage for demands (service orders), resources (e.g. tools or labor) and assignments
`
`The scope of the solution does not comprehend any optimization or automatic planning. The
`scheduling process itself will be a purely manual task performed by the service scheduler with the
`help of the planning board. The planning board will give the service scheduler visibility of the work-
`load of all resources and it will also include alert functionality to avoid conflicts such as resource
`overbooking.
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG.DOC
`
`Page 18 /
`
`I
`
`Germany
`
`'
`
`CiM EX. 1038 Page 19
`
`CiM Ex. 1038 Page 19
`
`

`
`21553;:
`
`Wit“ ‘.3
`
`
`
`4.6 Target Group/Role
`
`The planning board functionality will be used by service schedulers and dispatchers (service advi-
`sors) within each dealer organization.
`
`4.7 Prerequisites & Limitations
`
`The scheduling solution depends on the following interfaces to other systems:
`
`0 ATP check for spare parts
`
`This synchronous interface will be triggered from the service order before the start of the sched-
`uling process. The counterpart system for this interface can be a SAP system or a legacy
`system. Performance problems of the ATP system will have an immediate influence on the per-
`formance of the scheduling solution.
`
`o
`
`interfaces for resource master data
`
`Each resource that is planned to be scheduled using the SAP scheduling solution must feed its
`master data via this interface into the scheduling engine. Every assignment made externally for
`such a resource that is not forwarded into the scheduling engine might potentially lead to con-
`flicts with ‘native’ assignments.
`
`.
`
`Interface for external alerts
`
`If alerts from external systems should be visible via the planning board they must be interfaced
`to the scheduling solution.
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 19/
`
`I
`
`CiM EX. 1038 Page 20
`
`CiM Ex. 1038 Page 20
`
`

`
`
`
`
`
` 5333:; l§jL.%l 35:
`
`
`
`5 Use Cases
`
`5.1 List of Use Cases
`
`Service Order Processing
`
`Serx/ice Scheduling
`
`Tool Management (Scheduling)
`
`Service Schedule tvlonito:-ring
`
`5.2 Description of the Individual Use Cases
`
`The individual descriptions of the use cases are stored in separate documents due to readability.
`Please follow the links in section 5.1 to view the different use cases.
`
`The relevant roles for the use cases have been stored centrally in the document Use Case Roles.
`
`NOTE: The use cases are only examples of some selected business processes, which may in detail
`not be covered (completely) by this specification document!
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldolf Date: 12.02.2003
`Germany
`
`Page 20/
`
`|
`
`CiM EX. 1038 Page 21
`
`CiM Ex. 1038 Page 21
`
`

`
`
`
`
`
`6 Detailed Specification
`
`The detailed specification will be structured according to the different functional requirements.
`
`6.1 Service Order
`
`Caterpi||ar’s general requirements for the service order and SAP’s solution approach are in most
`
`In this document we will refer exclusively to those parts of the service order that are relevant for the
`scheduling solution. The section can therefore be understood as an enhancement to the service
`order specification. In some cases requirements or solution approaches might be referred to in both
`documents for the sake of readability.
`
`6.1.1 Business Requirements
`
`Structure
`
`The service order has to be structurable in a project-like manner with unlimited deep hierarchy and
`sequential dependencies. The sequential dependencies are only required within each hierarchy
`level and not across different hierarchy levels. Furthermore offsets between service order items are
`a business requirement, too.
`
`The same requirement is also valid for process templates.
`
`Examples:
`
`0
`
`o
`
`A machine has to be painted. Before the next working task can be executed to this machine
`you have to wait for 12 hours until the color has dried up.
`
`Some tasks with low duration, which will be executed by the same technician or workshop
`group, are getting grouped by a hierarchy item above.
`
`Schedufing
`
`Date and time are required both at header and at item level for the planned start and the planned
`due date of the service order. Even without any assigned resources a scheduling functionality is
`required that calculates dates and times for all items starting from either the due date and time or
`the start date and time at header level. This scheduling function should take into account only the
`fixed planned durations for each service order item and the project structure of the order. It should
`be possible to trigger this automatic scheduling directly from the service order.
`The result of the calculation should be stored for each item.
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULlNG.DOC
`
`© 2002 SAP AG
`Neurottstr_ 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`Page 21 /
`
`I
`
`CiM EX. 1038 Page 22
`
`CiM Ex. 1038 Page 22
`
`

`
`
`
`Spare parts
`
`There has to be a possibility to trigger an availability check for spare parts from the service order.
`The result of this check should be stored at the corresponding service order item and has to be
`considered as a scheduling constraint.
`
`The availability check for spare parts has to be optional and configurable. Also it should be config-
`urable, ifthe availability date of a spare part is used as a scheduling constraint.
`
`Tools
`
`An own item (tool item) is required for tools in the service order. Dispatching of tool resources for
`tool items should be optional and configurable.
`
`Tool items should be taken into account when dispatching resources and manually scheduling the
`service order but not in the resource independent automatic scheduling described above.
`
`Technicians
`
`To facilitate the dispatching of labor resources a possibility to store groups of technicians is required
`at item level. Also the required skill sets forthe technicians should be accessible at item level.
`
`Confirmation
`
`The confirmation of a service task has to contain the used duration and the percentage of comple-
`tion. When confimting the completion of a task (status=”comp|eted“, percentage of completion="10O
`%”) all related subtasks have to be completed as well.
`
`Multiple confirmations for a service task have to be possible. This is needed for a “percentage of
`completion"-reporting (see 6.4).
`
`The confirmation has to contain also consumed spare parts.
`
`Mobile Integration
`
`items and their assign-
`structure and relationships as well as tool
`service order
`The
`ments/reservations have to be published to the mobile client (laptops and PDAs).
`
`The described business requirements for confirmations have to be available also for confirmations
`via mobile client.
`
`Others
`
`Existing reservations for labor resources or tools have to be accessible in the service order.
`
`Furthermore a prioritization of service orders is required and a service order should be manually
`extendable at any time.
`
`
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`Page 22 /
`
`|
`
`Germany
`
`CiM EX. 1038 Page 23
`
`CiM Ex. 1038 Page 23
`
`

`
`
`
`There has to be a simple and user—friendly way to get an overview of the resource availability from
`the service order. This is needed to communicate an estimated availability date to the customer up-
`front or to determine an earliest start date for the service order.
`
`It should be possible to reserve resources also in an earlier stage for quotes.
`
`6.1.2 Solution Proposal
`
`Structure
`
`Additional fields in the service order will be introduced to represent the project-like links between
`items. There will be a dedicated UI to visualize the structure of an order and this Ul element will be
`accessible from the service order.
`
`The term project-like includes arbitrary deep item hierarchies and sequential dependencies between
`items at the same hierarchy-level including offsets between items.
`
`To keep it as simple as possible, task dependencies will be restricted to predecessor type “Finish-
`to-Start”. Additionally a constraint of type “as soon as possible” or “as late as possible" can be
`added to each service item, which will affect the schedule (see next section).
`
`Schedufing
`
`The resource-independent scheduling will determine planned date and time for the start and end of
`each service item taking into account the project-like structure of the order and the planned dura-
`tions ofthe service order items. This information will then be stored together with the service order.
`
`It will be configurable whether the automatic scheduling works backwards from the planned due
`date of the order or fon/vard from the planned start date. The trigger forthe automatic scheduling will
`be within the mySAP CRM Business Transaction model for the service order.
`
`Within the fon/vard or backward scheduling service items will be scheduled to the soonest or latest
`possible date within the structure according to the constraint types “as soon as possible" and “as
`late as possible“.
`
`Spare parts
`
`There are dedicated items for spare parts in the service order as described in the specification for
`t_t1_e§e;_y_ic_e__grgl_e_r. An availability check for spare parts can be included via interface to an external
`logistic system (in this case presumably Caterpi|lar’s logistic system PARTS). The resulting avail-
`ability date of the check will be stored together with the spare part item in the service order.
`
`The availability date serves as a scheduling constraint for the service order and is taken into ac-
`count both in automatic scheduling and in the resource-dependent manual scheduling which is de-
`scribed in the next section where it will lead to alerts when a service item is scheduled before the
`
`availability date of an associated spare parts item.
`
`It is configurable for every spare part item if an availability check is performed for it or not. Addition-
`ally it is configurable if the spare part item is taken into account for scheduling.
`
`Title: CDP_CAT_SERVOPS_SPEC_SCHEDULING.DOC
`
`© 2002 SAP AG
`Neurottstr. 16
`D-69190 Walldorf Date: 12.02.2003
`Germany
`
`
`
`Page 23/
`—'
`
`|
`
`CiM EX. 1038 Page 24
`
`CiM Ex. 1038 Page 24
`
`

`
`
`
`Tools
`
`Required tools in the service order are represented by an own item type. These items will be con-
`nected either to the header of the service order or to a service item.
`
`Tools are represented either by individual objects as described in the specification document for
`obiect manag ement or by materials (products).
`it will be configurable in the tool master data/tool
`item category whether the corresponding tool items will be relevant for the resource-dependent
`scheduling and dispatching of tool resources.
`
`The automatic resource—independent scheduling will only copy start and end date and times to the
`tool item from the service item it is attached to. Thus the planned time for a tool item which is also
`the default duration of any assignments to tool resources depends on its position in the service
`order.
`
`Tool items can be created hierarchically directly to the service order header or to a service order
`item. In the first case we assume that we need this tool during the complete service and in the sec-
`ond case for the duration of the higher level task.
`
`The utilization of a tool/bay when carrying out this service can be stored on the tool item. This will
`effect the reservation of this tool or rather the alert creation.
`
`Note: There are three kinds of tool planning of which exactly one is relevant for the CDP scheduling.
`Non-individualized tools will be handled exclusively by the tool management and are not relevant for
`resource planning in our sense. Same thing is valid for non—critical individualized tools, where the
`tool-management decides which of the individualized tools will be used. Res0urce—critica| individual-
`ized tools will be handled by the scheduling solution and planned and reserved by the service
`scheduler on the planning board. In the third case, the tool item in the service order may contain
`directly the individualized tool or also only a material (product).
`In the second case the service
`scheduler and/or the tool-crib can decide which tool will be really used.
`
`Labor resources
`
`The mySAP CRM organizational model will be used to assign groups of technicians to service
`items. Schedulers are on their part assigned to these groups of technicians. This establishes a link
`between schedulers and service items to be scheduled.
`
`The required skill set for a service item is described in the qualification view of the service item. The
`matching of available technicians to service items will not be done by the service order but by the
`scheduling engine.
`
`Confirmation
`
`Services (tasks), tools and consumed spare parts can be confirmed. For services the confirmation
`can contain duration and times of the actual work (for controlling), a quantity for customer invoicing
`and a percentage of completion.
`
`Multiple confirmations can be done to one service order. This can be used to document the pro-
`gress of a service order or a service task. This information can be used for reporting purposes (see
`6.42).
`
`Note: A “clock on — clock off”—functionaIity is not covered by the scheduling solution. The “clock on —
`clock oft”—system is a separate system that mi