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Full Spectrum Functionality Oracle Depot Repair Tom Greene Sr Solution Consultant.

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1 Full Spectrum Functionality Oracle Depot Repair Tom Greene Sr Solution Consultant

2 Depot Repair At-a-Glance Issue Identification Repair Resolution Repair Processing Capture Inquiries and Complaints Submit Repair Request Creation Initiate Returns Receive and Diagnose Product; Prepare Estimate Teardown / Inspect Manage Materials and Resources Approve Repair Plan and Execute Repair Provide Customer Exchanges and Loaners Replace Defective Products Ship Repaired Product & Invoice

3 Business Pressures Repair Effectiveness How do I ensure repair quality and standards? How do I find the right repair information? Repair Effectiveness How do I ensure repair quality and standards? How do I find the right repair information? Customer Demands What entitlements does this customer have? How do I efficiently capture and retrieve repair history? Customer Demands What entitlements does this customer have? How do I efficiently capture and retrieve repair history? Repair Efficiency How do I provide visibility into repair status and logistics tracking? How do I ensure the right resources are assigned to the job? Repair Efficiency How do I provide visibility into repair status and logistics tracking? How do I ensure the right resources are assigned to the job? Margin Erosion How do I offset the effect of increased competition on my margins? How do I control rising repair costs? Margin Erosion How do I offset the effect of increased competition on my margins? How do I control rising repair costs? Issue Identification Repair Processing Repair Resolution

4 Help Desk Agent Depot Manager Service Technician Billing Clerk Operational Challenges Customer Issues Fragmented Customer and Repair Data, Manual Processes Is this an existing customer…is this a recurring problem? Who do I charge…how much? How do I prioritize the repair…what is the repair status? Should I repair this item…how do I repair this?

5 A Need for Change Leading Business Trends Repeatable, Efficient Repair Processes Feedback Loop for Product Quality Improvements Single, Integrated View of Customers and Products Transformation from Cost Center to Profit Center Resources and Inventory Forecasting Repeatable, Efficient Repair Processes Feedback Loop for Product Quality Improvements Single, Integrated View of Customers and Products Transformation from Cost Center to Profit Center Resources and Inventory Forecasting

6 How Oracle Delivers

7 Oracle: Complete E-Business Suite Automate Key Internal Business Processes Extend Automation to and Collaborate with Your Trading Partners Drive Continuous Improvement with Real-Time Intelligence Customers,Suppliers, Products, … Develop Market Sell Order Plan Procure Make Fulfill Service Maintain Finance HR Projects Contracts

8 Oracle Depot Repair Solution An Integrated Component of the Service Family Shipping / Receiving Orders & Cases Invoices & Payments Marketing Offers Inventory Intelligence Customer/Prod Info, Knowledge Base Secure Access Proactive Service Rapid Resolution Self-Service Depot Repair Agent Assisted Field Service AnalyzeDebrief Close & Bill Repair / Resolve Identify & Verify Contract Entitlements / Warranties Workflow Automation Prioritize Delivery Options Plan & Schedule Service Parts Logistics Self- Service Phone In Person Channels Users CSRs Analysts Customers Mobile

9 Service Channels Self-Service Agent Assisted Depot Walk-In Field Service Oracle Depot Repair Solution Manage In-House Repairs Installed Base Common Data Repository Common Data Repository Reports Customer & Product Data Receive and Inspect Estimate and Approve Plan and Schedule Repair and Debrief Ship and Bill Assign Manage Resources

10  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing Oracle Depot Repair Solution Enables You To…

11 Contracts & Billing Repair CustomerService Installed Base Inventory Human Resources Shipping & Receiving Maintain Global Data Repository Capture All Customer Information in Single Location  Eliminate Data Fragmentation  Provide Access to All Required Functions  Enable Tracking of All Interactions Common Data Repository Common Data Repository

12 Leverage Complete Customer View Resolve Issues with Accurate, Real-Time Information Customer Information Contract Entitlements Installed Base (Product History, Configuration) Service Request and Repair Order Status Returns / Shipments Contact Information Customer Information Contract Entitlements Installed Base (Product History, Configuration) Service Request and Repair Order Status Returns / Shipments Contact Information Common Data Repository Common Data Repository Depot Agent Repair Technician Material Handler

13 Verify Entitlements Accelerate Response via Seamless Contract Integration Customer Depot Agent Contracts Repository Coverage Times Response Time Commitments Discounts Coverage Times Response Time Commitments Discounts Instant Verification Instant Verification Reduce Entitlement Violations and Prevent Contract Leakage

14 Search for Solutions Leverage Shared Repair Knowledge Search knowledge repository for solutions Improve quality using proven steps and processes Contribute new solutions to repository Customer & Problem Identification Interact with customer via numerous service channels Collect information about customer Understand customer problem including symptoms Depot Planning Determine repair requirements Assign resources to repair effort Knowledge Repository

15 Self-Service Access Document and Monitor Service Issue  Enable 24x7 access to information  Initiate service request remotely through web  Decrease errors by capturing information at the source  Track service request status and updates without agent involvement

16 Oracle Depot Repair Solution Enables You To…  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing

17 Support Multiple Repair Flows Address Virtually Any Customer Repair Request Refurbishment Replacement Exchanges Loaner, Repair and Return Repair and Return Short Customer Repair Cycle Long Customer Repair Cycle Internal Repair No Repair Customer Repair

18 Example: Loaner, Repair and Return Minimize Customer Downtime Ship Loaner Receive Loaner Inspect & Repair Receive Defective Product Ship Product Key Benefits: Quality Repairs Using Predefined Processes Maintain Customer Productivity Track All Product Activities Within a Single Repair Order Track Promise Date, Manage Issues

19 Example: Advanced Exchange Resolve Customer Product Issue Key Benefits: Resolve Customer Issues Quickly Process Defects in Bulk for Scrap or Refurbishment ReceiveDefectiveProduct ShipExchangeBulkProcess Refurbish Return to Inventory Scrap Depot Internal Processing Customer Involvement

20 Oracle Depot Repair Solution Enables You To…  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing

21 Receive and Inspect Product Product InitialEstimate CompareCharges ReviseEstimate Repair Product Provide an estimate to customer before receiving product Leverage historical repair information Provide an updated estimate to customer after receiving product Obtain customer approval before starting repair work Compare estimate to actual charges Notify customer of concerns Estimate and Approve Work Ensure Agreement Between Customer and Depot Repair using predefined procedures Receive customer product Perform visual inspection

22 Create repair job leveraging proven repair procedures -List sequence of steps to be performed -Identify associated material and labor hours -Assign resources (personnel and equipment) Refer to technical reference documents for assistance Update inventory for accurate product tracking Create repair job leveraging proven repair procedures -List sequence of steps to be performed -Identify associated material and labor hours -Assign resources (personnel and equipment) Refer to technical reference documents for assistance Update inventory for accurate product tracking Execute Repair Steps and Procedures Use Proven Processes to Ensure Quality

23 Depot Workbench Perform All Functions through Single Workbench Customer initiates service request Auto-create logistics lines based on repair type View repair order details Support multiple repair orders per service request

24 Oracle Depot Repair Solution Enables You To…  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing  Improve Customer Interactions  Support Multiple Repair Flows  Execute Efficient and Quality Repairs  Streamline Repair Logistics and Invoicing

25 Monitor product status (returns, exchanges, loaners, and replacements) Auto-create RMA (Return Material Authorization) and ship lines using repair types Track serialized products to prevent product mix-up Process RMA and ship lines Automatically update installed base upon shipping and receiving Monitor product status (returns, exchanges, loaners, and replacements) Auto-create RMA (Return Material Authorization) and ship lines using repair types Track serialized products to prevent product mix-up Process RMA and ship lines Automatically update installed base upon shipping and receiving Manage Logistics Execute and Monitor Product Movement Efficiently

26 Depot Logistics Tab Track Product Movement and Status View latest product status Auto-create RMA and ship lines based on repair type Receive and ship products seamlessly Enable cradle-to-grave tracking using serial numbers and installed base

27 Invoice Customer Process Charges Quickly and Accurately Understand Repair Effort Leverage knowledge base for historical information Ensure agreement between customer and depot Record Repair Charges Debrief material, labor, & expenses Compare actuals to estimate Notify customer of discrepancies Verify Contract Effectivity Apply appropriate discounts Update warranties Timely Billing Review charges Submit charges for invoicing EstimateCharges Process Entitlements Process EntitlementsInvoiceCustomer Debrief Update Repository Update repair steps based on new data Modify resource requirements

28 Oracle Depot Repair Solution Single customer view, integrated knowledge repository Improve Customer Interactions Repair flow management, repair order updates and status tracking Support Multiple Repair Flows Robust estimating process, proven steps and procedures, resource assignment and scheduling Execute Efficient and Quality Repairs Product movement execution and tracking, customer invoices Streamline Repair Logistics & Invoicing

29 Oracle Service Products Customers,Suppliers, Products, … Develop Market Sell Order Plan Procure Make Fulfill Service Maintain Finance HR Projects Contracts iSupportTeleService Service Contracts Depot Repair Field Service Advanced Scheduler Mobile Field Svc Spares Mgmt Interaction Center iSupportTeleService Service Contracts Depot Repair Field Service Advanced Scheduler Mobile Field Svc Spares Mgmt Interaction Center

30 Evolution of Oracle Depot Repair …Released with 11i.9… Existing Differentiators… …New in 11i.10 Perform all functions through a single workbench Estimate based on a knowledge repository Support for numerous in-house repair flows Resource assignment and scheduling Automated entitlements processing Service history for install base items Logistics processing and invoicing Perform all functions through a single workbench Estimate based on a knowledge repository Support for numerous in-house repair flows Resource assignment and scheduling Automated entitlements processing Service history for install base items Logistics processing and invoicing Third-party install base item repair Link call center RMA to depot repair order Workflow-based messaging Enhanced WIP job repair management Third-party install base item repair Link call center RMA to depot repair order Workflow-based messaging Enhanced WIP job repair management Depot agent cost and charge analysis Work definition and enhanced knowledge management integration Enhanced estimate, debrief and actuals processes Field service to depot refurbishment flow Inspection and repair order splitting Self-service repair order tracking Depot agent cost and charge analysis Work definition and enhanced knowledge management integration Enhanced estimate, debrief and actuals processes Field service to depot refurbishment flow Inspection and repair order splitting Self-service repair order tracking

31  30 Languages  Multiple Currencies  Customers in 100+ Countries  All Languages Installable in Same Unicode Instance  Support for Statutory and Customary Local Requirements Support Global Operations Think Globally, Act Locally

32 Modular Architecture Implement Based on Your Business Priorities Time  Implement by Business Flow – Start with one flow, demonstrate initial success – Add more flows to expand business coverage – Support changing business needs  Flows are Seamlessly Integrated – Replace disparate systems – Eliminate data synchronization – Decrease time and cost to implement

33 Lower Total Cost of Ownership (TCO) Run on a Single Global Instance Consolidate Data Centers and Databases E-Business On Demand Low Cost Linux Hardware App Admin DB/AS Admin Sys Admin HW Admin App Admin DB/AS Admin Sys Admin HW Admin Production Midtiers 100% Linux Production DBRAC Cluster (Unix) Demo Environments 100% Linux Development 90% Linux Outsourced Customers70% Linux Production Midtiers 100% Linux Production DBRAC Cluster (Unix) Demo Environments 100% Linux Development 90% Linux Outsourced Customers70% Linux Oracle’s Experience with Linux  3x Faster, 5x Cheaper  Easy to Automate en Mass  Highly Reliable Needs:Roles: Oracle Manages: 50% Lower Cost 50% Better Svc Core Competence Predictable Cost You Manage: AvailabilitySecurityPerformanceChangeProblems Standardized Open Integration Platform Business Events Infrastructure Industry Standard Protocols Centralized Integration Repository Simplify B2B Integration, Application Connectivity, and Process Management Customers,Suppliers, Products, …

34 Customer Success

35 A Few Depot Repair Customers… BAE SYSTEMS

36 $345M leader in high-performance enterprise Storage Area Network systems – 950 employees across the U.S., Europe and Asia – Manufactures and markets high-performance switching equipment and heterogeneous network mgmt software – Replaced Siebel and SAP with Oracle Live on Service – Depot Repair, TeleService, Service Contracts – Plans to implement Service Online, Mobile Field Service, and iSupport – Also live on Discrete Manufacturing, WIP, Inventory, Order Management, Purchasing, Configurator, Quality, Financials Reduced service operations cost structure by 50% Improved response time for customer queries Reduced service operations cost structure by 50% Improved response time for customer queries

37 “Using the Oracle E-Business Suite, we've reduced costs throughout the organization…” - Patrick Shannon, Dir of Business Transformation “Using the Oracle E-Business Suite, we've reduced costs throughout the organization…” - Patrick Shannon, Dir of Business Transformation BAE SYSTEMS Fourth largest defense and aerospace firm; based in Europe – Over 100,000 employees in 7 business units – Customers in 129 countries Chose Oracle over SAP Oracle Implementation – Consolidated 15 systems into single, unified e-Business system – Zero customizations Live on Depot Repair – Other Oracle products include: Manufacturing, Project Contracts, Financials, Project Costing & Billing, Purchasing, Order Mgmt, EDI Gateway, Tutor, Balanced Scorecard

38 Summary

39 Oracle Depot Repair Solution Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing

40 Oracle Depot Repair Solution Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing

41 Demo

42 Know More. Do More. Spend Less.


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