Full Spectrum Functionality

Full Spectrum Functionality
Oracle Depot Repair Full Spectrum Functionality Welcome – today we are going to talk about new capabilities from Oracle to address the needs of … Tom Greene Sr Solution Consultant

Depot Repair At-a-Glance
Issue Identification Repair Processing Repair Resolution 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

Business Pressures Repair Effectiveness Customer Demands
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? Issue Identification Repair Processing Repair Resolution 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 Effectiveness Unpredictable quality Lack of repair standards; no repair knowledge base Fragmented info: repair knowledge, customer knowledge, Customer Demands Contract entitlements Increased expectations Unknown installed base Repair Efficiency Insufficient materials Inadequate tracking Admin overhead Margin Erosion Market and new product demands Increased operating costs Margin Erosion How do I offset the effect of increased competition on my margins? How do I control rising repair costs?

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 Agent Depot Manager Service Technician Billing Clerk EH to modify All 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 Issues Fragmented Customer and Repair Data, Manual Processes

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 Slide taken from Service presentation Experts 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…

How Oracle Delivers Fortunately, 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.

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

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

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

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

Maintain Global Data Repository Capture All Customer Information in Single Location
Service Customer Eliminate Data Fragmentation Provide Access to All Required Functions Enable Tracking of All Interactions Repair Installed Base Common Data Repository Contracts & Billing Inventory Common 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 history Customer data on transactions, products owned, contact information Marketing campaigns Products and services sold to customers Product shipments made to customers Receipt of product returns Payment collections for products purchased and services performed Customer entitlements In addition, there is the added benefit of cost reduction with IT/data center consolidation. Shipping & Receiving Human Resources

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

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

Search for Solutions Leverage Shared Repair Knowledge
Interact with customer via numerous service channels Collect information about customer Understand customer problem including symptoms Customer & Problem Identification Search knowledge repository for solutions Improve quality using proven steps and processes Contribute new solutions to repository Knowledge Repository Customer and Problem Identification Collect info about customer: contact info, product type Knowledge Repository Depot Processing Debrief describes the documenting of material, labor, expenses incurred in repair resolution Depot Planning Determine repair requirements Assign resources to repair effort

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 Customer and Problem Identification Collect info about customer: contact info, product type Knowledge Repository Depot Processing Debrief describes the documenting of material, labor, expenses incurred in repair resolution

Support Multiple Repair Flows Address Virtually Any Customer Repair Request
No Repair Internal Repair Long Customer Repair Cycle Short Customer Repair Cycle Repair and Return   Loaner, Repair and Return   Exchanges   Replacement  Existing Repair Types: Repair and Return Loaner, Repair and Return Exchange Advanced Exchange Though 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. Replacement Loaner Standard Refurbishment 

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

Depot Internal Processing
Example: Advanced Exchange Resolve Customer Product Issue Customer Involvement Depot Internal Processing Receive Defective Product Ship Exchange Bulk Process Return to Inventory Refurbish Advanced Exchange: Ship exchange immediately, before receiving customer defective product Exchange: Receive defective product before shipping exchange Key Benefits: Resolve Customer Issues Quickly Process Defects in Bulk for Scrap or Refurbishment Scrap

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

Execute Repair Steps and Procedures Use Proven Processes to Ensure Quality
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 Repair using repeatable procedures

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

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 types Track serialized products to prevent product mix-up Process RMA and ship lines Automatically update installed base upon shipping and receiving

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

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

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

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

Evolution of Oracle Depot Repair
Existing Differentiators… …Released with 11i.9… …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 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 The 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.

Support Global Operations Think Globally, Act Locally
30 Languages Multiple Currencies Customers in 100+ Countries All Languages Installable in Same Unicode Instance Support for Statutory and Customary Local Requirements 6

Modular Architecture Implement Based on Your Business Priorities
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 Time Modular 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.

Lower Total Cost of Ownership (TCO)
E-Business On Demand Run on a Single Global Instance You Manage: Oracle Manages: Roles: Needs: Availability Security Performance Change Problems App Admin DB/AS Admin Sys Admin HW Admin 50% Lower Cost 50% Better Svc Core Competence Predictable Cost Consolidate Data Centers and Databases Low Cost Linux Hardware Standardized Open Integration Platform 3x Faster, 5x Cheaper Easy to Automate en Mass Highly Reliable Customers, 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 service faster implementation which equals accelerated time to ROI access to the latest functionality no constraints dealing with people, training staff, and infrastructure issues all of this without worry -- it is taken care of by the software expert, as it should be. Standardized Open Integration Platform Business events system exposes integration points as standards-based OAG documents, on a JMS queue, or as Web Services Standard B2B Protocols such as OAG, RossettaNet, HL7, EDI Common integration repository catalogs and automatically applies enhancement patches to all E-Business Suite Interfaces while making them available for secured common access Business Events Infrastructure Industry Standard Protocols Centralized Integration Repository Oracle’s Experience with Linux Production Midtiers 100% Linux Production DB RAC Cluster (Unix) Demo Environments 100% Linux Development 90% Linux Outsourced Customers 70% Linux Simplify B2B Integration, Application Connectivity, and Process Management

Customer Success

A Few Depot Repair Customers…
BAE SYSTEMS

$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

Fourth largest defense and aerospace firm; based in Europe
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 (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

Summary

Oracle Depot Repair Solution
Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs OK, 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

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Full Spectrum Functionality

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