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Full Spectrum Functionality

Oracle Depot Repair. Full Spectrum Functionality. 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.

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Full Spectrum Functionality

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

  2. Depot Repair At-a-Glance Issue Identification RepairProcessing RepairResolution • 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. IssueIdentification RepairProcessing RepairResolution Business Pressures • 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? • 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?

  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 Agent Depot Manager Service Technician Billing Clerk CustomerIssues Fragmented Customer and Repair Data, Manual Processes

  5. A Need for ChangeLeading 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

  6. How OracleDelivers

  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 Develop Contracts Market Projects Sell Customers, Suppliers, Products,… HR Order Finance Plan Maintain Procure Service Make Fulfill

  8. Oracle Depot Repair SolutionAn Integrated Component of the Service Family Customer/Prod Info,Knowledge Base SecureAccess Intelligence RapidResolution Proactive Service Users Channels Self-Service Field Service DeliveryOptions Agent Assisted Depot Repair Self-Service CSRs Service Parts Logistics Analysts Identify & Verify Plan &Schedule Repair /Resolve Close& Bill Email Analyze Prioritize Debrief Workflow Automation Customers Phone Contract Entitlements / Warranties Mobile In Person MarketingOffers Inventory Invoices &Payments Shipping /Receiving Orders &Cases

  9. Service Channels Self-Service Manage Resources Receiveand Inspect Estimate andApprove PlanandSchedule Ship andBill Repair and Debrief Assign Agent Assisted Customer& ProductData Field Service Depot Walk-In Oracle Depot Repair SolutionManage In-House Repairs InstalledBase Common Data Repository Reports

  10. Oracle Depot Repair SolutionEnables You To… • Improve Customer Interactions • Support Multiple Repair Flows • Execute Efficient and Quality Repairs • Streamline Repair Logistics and Invoicing

  11. Maintain Global Data RepositoryCapture All Customer Information in Single Location Service Customer • Eliminate Data Fragmentation • Provide Access to All Required Functions • Enable Tracking of All Interactions Repair InstalledBase CommonData Repository Contracts& Billing Inventory Shipping &Receiving HumanResources

  12. Leverage Complete Customer ViewResolve 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 Depot Agent CommonData Repository RepairTechnician Material Handler

  13. Verify Entitlements Accelerate Response via Seamless Contract Integration • CoverageTimes • Response Time Commitments • Discounts ContractsRepository Instant Verification Depot Agent Customer Reduce Entitlement Violations and Prevent Contract Leakage

  14. Search for SolutionsLeverage 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 KnowledgeRepository DepotPlanning • Determine repair requirements • Assign resources to repair effort

  15. Self-Service AccessDocument 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 SolutionEnables You To… • Improve Customer Interactions • Support Multiple Repair Flows • Execute Efficient and Quality Repairs • Streamline Repair Logistics and Invoicing

  17. Support Multiple Repair FlowsAddress Virtually Any Customer Repair Request Customer Repair NoRepair Internal Repair Long Customer Repair Cycle Short Customer Repair Cycle Repair and Return   Loaner, Repair and Return   Exchanges   Replacement  Refurbishment 

  18. Example: Loaner, Repair and ReturnMinimize Customer Downtime Track Promise Date, Manage Issues ReceiveDefectiveProduct ShipLoaner Inspect &Repair ShipProduct ReceiveLoaner Key Benefits: • Quality Repairs Using Predefined Processes • Maintain Customer Productivity • Track All Product Activities Within a Single Repair Order

  19. Example: Advanced ExchangeResolve Customer Product Issue Customer Involvement Depot Internal Processing Receive Defective Product Ship Exchange Bulk Process Return toInventory Refurbish Key Benefits: • Resolve Customer Issues Quickly • Process Defects in Bulk for Scrap or Refurbishment Scrap

  20. Oracle Depot Repair SolutionEnables You To… • Improve Customer Interactions • Support Multiple Repair Flows • Execute Efficient and Quality Repairs • Streamline Repair Logistics and Invoicing

  21. Estimate and Approve WorkEnsure 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 • Provide an updated estimate to customer after receiving product • Obtain customer approval before starting repair work Revise Estimate RepairProduct • Repair using predefined procedures Compare Charges • Compare estimate to actual charges • Notify customer of concerns

  22. Execute Repair Steps and ProceduresUse 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

  23. Depot WorkbenchPerform All Functions through Single Workbench Customerinitiates service request Auto-create logistics lines based on repair type View repairorder details Support multiplerepair orders perservice request

  24. Oracle Depot Repair SolutionEnables You To… • Improve Customer Interactions • Support Multiple Repair Flows • Execute Efficient and Quality Repairs • Streamline Repair Logistics and Invoicing

  25. Manage LogisticsExecute 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

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

  27. Invoice CustomerProcess 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

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

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

  30. 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 andcharge 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. Support Global OperationsThink 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

  32. Time Modular ArchitectureImplement 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

  33. Customers, Suppliers, Products, … Lower Total Cost of Ownership (TCO) E-Business On Demand Run on a Single Global Instance YouManage: OracleManages: • 3x Faster, 5x Cheaper • Easy to Automate en Mass • Highly Reliable Roles: Needs: Availability Security Performance Change Problems 50% Lower Cost 50% Better Svc Core Competence Predictable Cost App Admin DB/AS Admin Sys Admin HW Admin Consolidate Data Centersand Databases Low Cost Linux Hardware Standardized Open Integration Platform • Business Events Infrastructure • Industry Standard Protocols • Centralized Integration Repository Oracle’s Experience with Linux Production Midtiers100% 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

  34. CustomerSuccess

  35. BAE SYSTEMS A Few Depot Repair Customers…

  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

  37. 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 “Using the Oracle E-Business Suite, we've reduced costs throughout the organization…” - Patrick Shannon, Dir of Business Transformation

  38. Summary

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

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

  41. Demo

  42. Know More. Do More. Spend Less.

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