Presentation on theme: "Full Spectrum Functionality"— Presentation transcript:
1 Full Spectrum Functionality OracleDepot RepairFull Spectrum FunctionalityWelcome – today we are going to talk about new capabilities from Oracle to address the needs of …Tom GreeneSr Solution Consultant
2 Depot Repair At-a-Glance Issue IdentificationRepair ProcessingRepair ResolutionCapture Inquiries and ComplaintsSubmit Repair Request CreationInitiate ReturnsReceive and Diagnose Product; Prepare EstimateTeardown / InspectManage Materials and ResourcesApprove Repair Plan and Execute RepairProvide Customer Exchanges and LoanersReplace Defective ProductsShip Repaired Product & Invoice
3 Business Pressures Repair Effectiveness Customer Demands How do I ensure repair quality and standards?How do I find the right repair information?Customer DemandsWhat entitlements does this customer have?How do I efficiently capture and retrieve repair history?Issue IdentificationRepair ProcessingRepair ResolutionRepair EfficiencyHow do I provide visibility into repair status and logistics tracking?How do I ensure the right resources are assigned to the job?Repair EffectivenessUnpredictable qualityLack of repair standards; no repair knowledge baseFragmented info: repair knowledge, customer knowledge,Customer DemandsContract entitlementsIncreased expectationsUnknown installed baseRepair EfficiencyInsufficient materialsInadequate trackingAdmin overheadMargin ErosionMarket and new product demandsIncreased operating costsMargin ErosionHow do I offset the effect of increased competition on my margins?How do I control rising repair costs?
4 Operational Challenges Is this an existing customer…is this a recurring problem?How do I prioritize the repair…what is the repair status?Should I repair this item…how do I repair this?Who do I charge…how much?Help Desk AgentDepot ManagerService TechnicianBilling ClerkEH to modifyAll manual, all the time. Traditional Service is a very manual intensive process. Requests for service arrive by paper, by phone, by fax, or by carrier pigeon. The requests must be keyed into a system, prioritized, assigned to resources, fulfilled and finally the customer needs to be billed for the services performed. Many companies don’t have just one system for capturing service/customer information. Over time, they may have either custom developed or purchased several different systems that they are using at the same time. Needless to say, obtaining a combined view of your customer data drawn from multiple systems requires manual effort or a lot of custom developed systems. Data is inaccurate as synchronizations between systems usually only occur periodically with batch processes.In Traditional Service, getting information about transactions, products, entitlements, and other customer service information is also very manual. Customers who need to inquire about the status of their request must phone, fax, write letters to customer service personnel who then look up the information and respond to the party making the inquiry. The customer service people must consult the correct system, obtain the information, and then respond to the customer.Customer IssuesFragmented Customer and Repair Data, Manual Processes
5 A Need for Change Leading Business Trends Repeatable, Efficient Repair ProcessesFeedback Loop for Product Quality ImprovementsSingle, Integrated View of Customers and ProductsTransformation from Cost Center to Profit CenterResources and Inventory ForecastingSlide taken from Service presentationExperts agree that today’s global businesses have much to gain by improving their customer service organization. The opportunities are mainly about reducing costs and improving efficiency in certain areas such as Inventory costs, Scheduling efficiency etc.…(Note: select 2-3 of the above to discuss in greater detail)If the opportunity is so great, then that must mean that customer service organizations today are “sub-optimal”. Let’s take a look…
6 How Oracle DeliversFortunately, Oracle has acknowledged these obstacles faced by the Industrial Manufacturing industry and we have solutions to address your specific needs.First, let’s look at Oracle’s core technology advantages.
7 Oracle: Complete E-Business Suite DevelopAutomate Key Internal Business ProcessesExtend Automation to and Collaborate with Your Trading PartnersDrive Continuous Improvement with Real-Time IntelligenceContractsMarketProjectsSellHRCustomers,Suppliers,Products, …OrderFinancePlanThe Oracle 11i e-Business Suite delivers all the tools needed to help companies transition to become an e-Business.Oracle applications are 100% Internet based - which means that all you need to access the applications is a web browser on your desktop. But more importantly, the applications themselves have been developed with built-in support for all the new internet-enabled e-Business practices.The parts of this wheel in red, represent the Oracle Supply Chain product families. These are all the key operational systems in a company. Service (Depot Repair) is highlighted in larger case yellow. Lets drill down into Service (Depot Repair) now and see how Oracle can transform this critical business function.MaintainProcureServiceMakeFulfill
8 Contract Entitlements / Warranties Oracle Depot Repair Solution An Integrated Component of the Service FamilyCustomer/Prod Info, Knowledge BaseSecure AccessIntelligenceRapid ResolutionChannelsProactive ServiceUsersSelf-ServiceField ServiceDelivery OptionsSelf-ServiceAgent AssistedDepot RepairCSRsService Parts LogisticsIdentify & VerifyPlan & ScheduleRepair / ResolveClose & BillAnalystsAnalyzePrioritizeDebriefWorkflow AutomationWhy is Oracle better?Oracle has a complete service solution, whose processes are automated using workflow thereby reducing costly human involvement. Oracle solution also provides multi-channel capability (already integrated) using which customers can interact with you in via the most convenient way.Oracle solution provides multiple channels for service delivery: self-service, agent-assisted, field service, and depot repairAll these service delivery options leverage the integration with rest of the e-business suite. However, Oracle Service can be implemented into any echo system (oracle or non-oracle) in a modular fashion as required by the business needs.One of the key differentiators of Oracle solution is the integration with contracts and managing service levels at every step of the process.Oracle solution has the capabilities to provide proactive service using the intelligence based on common data repository of customers, products and contracts.PhoneContract Entitlements / WarrantiesCustomersIn PersonShipping / ReceivingOrders & CasesMarketing OffersInventoryInvoices & PaymentsMobile
9 Oracle Depot Repair Solution Manage In-House Repairs Service ChannelsSelf-ServiceAgent AssistedDepot Walk-InField ServiceReceive and InspectEstimate and ApprovePlan and ScheduleRepair and DebriefShip and BillAssignManage ResourcesCustomer & Product DataOracle’s Depot Repair solution provides service organizations with the ability to manage repair and returns to minimize the negative impact on their customer’s production.It tracks repair activities from the moment an item is received to when a corresponding item (repaired, exchanged, replaced, loaned) is shipped to the customer and the customer is invoiced.It enables repair centers to create and track repair orders, generate return material authorizations (RMAs), assign repair work orders to the appropriate technicians, capture and process the repair activity, ship the repaired/refurbished/new/loaned products, and invoice customers in accordance with contractual provisions for work delivered. Depot Repair integrates with Oracle Inventory, Order Management, Work in Process (WIP), Receivables, and other Oracle applications to deliver complete views of the customer, products, and service histories to anyone involved in the repair process.Common data repository: customer info, contracts, repair knowledge baseInstalled BaseCommon DataRepositoryReports
10 Oracle Depot Repair Solution Enables You To… Improve Customer InteractionsSupport Multiple Repair FlowsExecute Efficient and Quality RepairsStreamline Repair Logistics and Invoicing
11 Maintain Global Data Repository Capture All Customer Information in Single Location ServiceCustomerEliminate Data FragmentationProvide Access to All Required FunctionsEnable Tracking of All InteractionsRepairInstalled BaseCommon DataRepositoryContracts & BillingInventoryCommon Data Repository – One key differentiator for Oracle is the common data repository. All data is stored in a single database which provides a single version of the truth (no more battles over who has the most current and accurate information).Consolidating data into secure, scaleable repositories allows better, more reliable, faster decision making from analysis of consistent, aggregated data:Customer service historyCustomer data on transactions, products owned, contact informationMarketing campaignsProducts and services sold to customersProduct shipments made to customersReceipt of product returnsPayment collections for products purchased and services performedCustomer entitlementsIn addition, there is the added benefit of cost reduction with IT/data center consolidation.Shipping & ReceivingHuman Resources
12 Leverage Complete Customer View Resolve Issues with Accurate, Real-Time Information Depot AgentCustomer InformationContract EntitlementsInstalled Base (Product History, Configuration)Service Request and Repair Order StatusReturns / ShipmentsContact InformationCommon DataRepositoryRepair TechnicianBecause all of the customer data is stored in one repository, agents can access a complete customer profile.Having every customer detail at their fingertips enables agents to respond more quickly to inquiries and resolve more issues over the phone during the first call because they do not have to search in multiple systems to find details on past transactions/interactions, contractual agreements, products owned, etc. The customer profile brings together information not just from service transactions but from all aspects of the business including sales, inventory, and financial applications.The profile also eliminates customer frustration at having to tell the same story over and over as the call gets passed from agent to agent. It also reduces data entry for the agent because when a sales rep makes a sale, the product is automatically entered into the installed base; if the customer calls later to tell a service agent that the product arrived damaged, the agent can log a service request against the product without entering any additional data.A complete customer view also means that service agents know whom they are dealing with when anyone related to the customer firm calls. The application recognizes customer relationships of all types, including personal ones.Knowing the customer better greatly improves the quality of service provided by your service organization.Material Handler
13 Reduce Entitlement Violations and Prevent Contract Leakage Verify Entitlements Accelerate Response via Seamless Contract IntegrationCoverage TimesResponse Time CommitmentsDiscountsContracts RepositoryInstantVerificationCustomerDepot AgentTime for issue resolution also decreases when certain areas of the resolution process are automated such as entitlement verification. Automation of entitlement verification reduces the amount of work agents must do while on the phone and eliminates the need to manually track and uphold service level commitments. For example, when the customer calls and the service agent creates a service request to solve the issue, the system automatically looks up the relevant customer contract and sets a “resolve by” date based on the level of service the customer has purchased. The agent does not have to check whether the product is under warranty, what discounts apply to the service, or what taxes should be charged; all of that is done automatically. The Oracle Service Contracts product solution is needed in order for the customer service agent using the Oracle TeleService product to automatically verify the customer’s entitlements.The system also automatically notifies the agent while on the phone with the customer if the customer contract is nearing expiration. Agents can then notify the customer and ask if they would like to renew their contract or upgrade to one that is better suited for their service needs. Such cross-selling and up-selling of service contracts results in revenue growth for the service organization.As a result of this functionality, Service Level Agreement (SLAs) violations are minimized resulting in lower service center costs and contract leakage can be prevented (missed opportunities to charge the customer for services performed as a result of not knowing that a contract does not apply to a certain service or that the contract has expired).Reduce Entitlement Violations and Prevent Contract Leakage
14 Search for Solutions Leverage Shared Repair Knowledge Interact with customer via numerous service channelsCollect information about customerUnderstand customer problem including symptomsCustomer & ProblemIdentificationSearch knowledge repository for solutionsImprove quality using proven steps and processesContribute new solutions to repositoryKnowledge RepositoryCustomer and Problem IdentificationCollect info about customer: contact info, product typeKnowledge RepositoryDepot ProcessingDebrief describes the documenting of material, labor, expenses incurred in repair resolutionDepot PlanningDetermine repair requirementsAssign resources to repair effort
15 Self-Service Access Document and Monitor Service Issue Enable 24x7 access to informationInitiate service request remotely through webDecrease errors by capturing information at the sourceTrack service request status and updates without agent involvementCustomer and Problem IdentificationCollect info about customer: contact info, product typeKnowledge RepositoryDepot ProcessingDebrief describes the documenting of material, labor, expenses incurred in repair resolution
16 Oracle Depot Repair Solution Enables You To… Improve Customer InteractionsSupport Multiple Repair FlowsExecute Efficient and Quality RepairsStreamline Repair Logistics and Invoicing
17 Support Multiple Repair Flows Address Virtually Any Customer Repair Request No RepairInternal RepairLong Customer Repair CycleShort Customer Repair CycleRepair and ReturnLoaner, Repair and ReturnExchangesReplacementExisting Repair Types:Repair and ReturnLoaner, Repair and ReturnExchangeAdvanced ExchangeThough the (advanced) exchange flows do not require repair and return of the customer product to same customer, the product that is returned (exchanged) to the depot can be repaired/refurbished for reselling and redistribution to other customers.ReplacementLoanerStandardRefurbishment
18 Track Promise Date, Manage Issues Receive Defective Product Example: Loaner, Repair and Return Minimize Customer DowntimeTrack Promise Date, Manage IssuesReceive Defective ProductShip LoanerInspect & RepairShip ProductReceive LoanerKey Benefits:Quality Repairs Using Predefined ProcessesMaintain Customer ProductivityTrack All Product Activities Within a Single Repair Order
19 Depot Internal Processing Example: Advanced Exchange Resolve Customer Product IssueCustomer InvolvementDepot Internal ProcessingReceiveDefectiveProductShipExchangeBulkProcessReturn to InventoryRefurbishAdvanced Exchange: Ship exchange immediately, before receiving customer defective productExchange: Receive defective product before shipping exchangeKey Benefits:Resolve Customer Issues QuicklyProcess Defects in Bulk for Scrap or RefurbishmentScrap
20 Oracle Depot Repair Solution Enables You To… Improve Customer InteractionsSupport Multiple Repair FlowsExecute Efficient and Quality RepairsStreamline Repair Logistics and Invoicing
21 Estimate and Approve Work Ensure Agreement Between Customer and Depot InitialEstimateProvide an estimate to customer before receiving productLeverage historical repair informationReceive andInspectProductReceive customer productPerform visual inspectionReviseEstimateProvide an updated estimate to customer after receiving productObtain customer approval before starting repair workInitial EstimateProvide estimate leveraging historical knowledgeRepair ProductRepair using predefined proceduresCompareChargesCompare estimate to actual chargesNotify customer of concerns
22 Execute Repair Steps and Procedures Use Proven Processes to Ensure Quality Create repair job leveraging proven repair proceduresList sequence of steps to be performedIdentify associated material and labor hoursAssign resources (personnel and equipment)Refer to technical reference documents for assistanceUpdate inventory for accurate product trackingRepair using repeatable procedures
23 Depot Workbench Perform All Functions through Single Workbench Customer initiatesservice requestAuto-createlogistics lines based on repair typeView repair orderdetailsSupport multiple repair orders per service request
24 Oracle Depot Repair Solution Enables You To… Improve Customer InteractionsSupport Multiple Repair FlowsExecute Efficient and Quality RepairsStreamline Repair Logistics and Invoicing
25 Manage Logistics Execute and Monitor Product Movement Efficiently Monitor product status (returns, exchanges, loaners, and replacements)Auto-create RMA (Return Material Authorization) and ship lines using repair typesTrack serialized products to prevent product mix-upProcess RMA and ship linesAutomatically update installed base upon shipping and receiving
26 Auto-create RMA and ship lines based on repair type Depot Logistics Tab Track Product Movement and StatusView latestproduct statusEnable cradle-to-grave tracking using serial numbers and installed baseAuto-create RMA and ship lines based on repair typeReceive and shipproducts seamlessly
27 Invoice Customer Process Charges Quickly and Accurately Understand Repair EffortLeverage knowledge base for historical informationEnsure agreement between customer and depotVerify Contract EffectivityApply appropriate discountsUpdate warrantiesEstimateChargesProcess EntitlementsInvoiceCustomerDebriefRecord Repair ChargesDebrief material, labor, & expensesCompare actuals to estimateNotify customer of discrepanciesTimely BillingReview chargesSubmit charges for invoicingUpdate RepositoryUpdate repair steps based on new dataModify resource requirements
28 Oracle Depot Repair Solution Single customer view, integrated knowledge repositoryImprove Customer InteractionsRepair flow management, repair order updates and status trackingSupport Multiple Repair FlowsRobust estimating process, proven steps and procedures, resource assignment and schedulingExecute Efficient and Quality RepairsProduct movement execution and tracking, customer invoicesStreamline Repair Logistics & Invoicing
29 Oracle Service Products DevelopContractsMarketProjectsSellCustomers,Suppliers,Products, …HROrderiSupportTeleServiceService ContractsDepot RepairField ServiceAdvanced SchedulerMobile Field SvcSpares MgmtInteraction CenterFinancePlanMaintainProcureServiceMakeFulfillThe Oracle 11i e-Business Suite delivers all the tools needed to help companies transition to become an e-Business.Oracle applications are 100% Internet based - which means that all you need to access the applications is a web browser on your desktop. But more importantly, the applications themselves have been developed with built-in support for all the new internet-enabled e-Business practices.The parts of this wheel in red, represent the Oracle Supply Chain product families. These are all the key operational systems in a company. Service is highlighted in larger case yellow. Lets drill down into Service now and see how Oracle can transform this critical business function.
30 Evolution of Oracle Depot Repair Existing Differentiators……Released with 11i.9……New in 11i.10Perform all functions through a single workbenchEstimate based on a knowledge repositorySupport for numerous in-house repair flowsResource assignment and schedulingAutomated entitlements processingService history for install base itemsLogistics processing and invoicingThird-party install base item repairLink call center RMA to depot repair orderWorkflow-based messagingEnhanced WIP job repair managementDepot agent cost and charge analysisWork definition and enhanced knowledge management integrationEnhanced estimate, debrief and actuals processesField service to depot refurbishment flowInspection and repair order splittingSelf-service repair order trackingThe Oracle 11i e-Business Suite delivers all the tools needed to help companies transition to become an e-Business.Oracle applications are 100% Internet based - which means that all you need to access the applications is a web browser on your desktop. But more importantly, the applications themselves have been developed with built-in support for all the new internet-enabled e-Business practices.The parts of this wheel in red, represent the Oracle Supply Chain product families. These are all the key operational systems in a company. Service is highlighted in larger case yellow. Lets drill down into Service now and see how Oracle can transform this critical business function.
31 Support Global Operations Think Globally, Act Locally 30 LanguagesMultiple CurrenciesCustomers in 100+ CountriesAll Languages Installable in Same Unicode InstanceSupport for Statutory and Customary Local Requirements6
32 Modular Architecture Implement Based on Your Business Priorities Implement by Business FlowStart with one flow, demonstrate initial successAdd more flows to expand business coverageSupport changing business needsFlows are Seamlessly IntegratedReplace disparate systemsEliminate data synchronizationDecrease time and cost to implementTimeModular Adoption – It is not necessary to implement the whole suite. Oracle applications can be implemented in phases, typically this is done by business flow e.g., Procure to Payment. I will discuss in greater detail Oracle’s approach to business flows a little later in the presentation.One need not do the “big bang” implementation. Rather, you should prioritize the solution rollout based upon your business needs and requirements. Give your organizations the ability to prove initial success.
33 Lower Total Cost of Ownership (TCO) E-Business On DemandRun on a Single Global InstanceYou Manage:Oracle Manages:Roles:Needs:AvailabilitySecurityPerformanceChangeProblemsApp AdminDB/AS AdminSys AdminHW Admin50% Lower Cost50% Better SvcCore CompetencePredictable CostConsolidate Data Centers and DatabasesLow Cost Linux HardwareStandardized Open Integration Platform3x Faster, 5x CheaperEasy to Automate en MassHighly ReliableCustomers,Suppliers,Products, …We have the traditional model, or Oracle can manage your technology needs at Oracle’s datacenter or at your own locations.So Why E-Business Suite Outsourcing? A monthly fee for predicable expense – and CEOs / CFOs appreciate knowing the cost to run their application systems each month with no surprises. At a minimum you receive:50% better servicefaster implementation which equals accelerated time to ROIaccess to the latest functionalityno constraints dealing with people, training staff, and infrastructure issuesall of this without worry -- it is taken care of by the software expert, as it should be.Standardized Open Integration PlatformBusiness events system exposes integration points as standards-based OAG documents, on a JMS queue, or as Web ServicesStandard B2B Protocols such as OAG, RossettaNet, HL7, EDICommon integration repository catalogs and automatically applies enhancement patches to all E-Business Suite Interfaces while making them available for secured common accessBusiness Events InfrastructureIndustry Standard ProtocolsCentralized Integration RepositoryOracle’s Experience with LinuxProduction Midtiers 100% LinuxProduction DB RAC Cluster (Unix)Demo Environments 100% LinuxDevelopment 90% LinuxOutsourced Customers 70% LinuxSimplify B2B Integration, Application Connectivity, and Process Management
36 $345M leader in high-performance enterprise Storage Area Network systems 950 employees across the U.S., Europe and AsiaManufactures and markets high-performance switching equipment and heterogeneous network mgmt softwareReplaced Siebel and SAP with OracleLive on ServiceDepot Repair, TeleService, Service ContractsPlans to implement Service Online, Mobile Field Service, and iSupportAlso live on Discrete Manufacturing, WIP, Inventory, Order Management, Purchasing, Configurator, Quality, FinancialsReduced service operations cost structure by 50%Improved response time for customer queries
37 Fourth largest defense and aerospace firm; based in Europe BAE SYSTEMSFourth largest defense and aerospace firm; based in EuropeOver 100,000 employees in 7 business unitsCustomers in 129 countriesChose Oracle over SAPOracle ImplementationConsolidated 15 systems into single, unified e-Business systemZero customizationsLive on Depot RepairOther Oracle products include: Manufacturing, Project Contracts, Financials, Project Costing & Billing, Purchasing, Order Mgmt, EDI Gateway, Tutor, Balanced Scorecard(Information provided by implementation team through Steve Covate.)“Using the Oracle E-Business Suite, we've reduced costs throughout the organization…”- Patrick Shannon, Dir of Business Transformation
39 Oracle Depot Repair Solution Improve Customer InteractionsSupport Multiple Repair FlowsExecute Efficient and Quality RepairsOK, let’s wrap it up. There are four takeaways about the Service solution that we want to leave with you.First, it allows you to provide rapid response and resolution times to your customers.Second, it enables your service organization to improve its operations.Third, its flexibility provides the opportunity to expand your service delivery options.Fourth, it allows you to provide proactive service by anticipating your customer’s needs.Any final questions?Thanks for your attention.Streamline Repair Logistics and Invoicing
40 Oracle Depot Repair Solution Improve Customer InteractionsSupport Multiple Repair FlowsExecute Efficient and Quality RepairsOK, let’s wrap it up. There are four takeaways about the Service solution that we want to leave with you.First, it allows you to provide rapid response and resolution times to your customers.Second, it enables your service organization to improve its operations.Third, its flexibility provides the opportunity to expand your service delivery options.Fourth, it allows you to provide proactive service by anticipating your customer’s needs.Any final questions?Thanks for your attention.Streamline Repair Logistics and Invoicing