Скачать презентацию Oracle Depot Repair Full Spectrum Functionality Tom Greene Скачать презентацию Oracle Depot Repair Full Spectrum Functionality Tom Greene

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

Depot Repair At-a-Glance Issue Identification • Capture Inquiries and Complaints • Submit Repair Request Depot Repair At-a-Glance Issue Identification • Capture Inquiries and Complaints • Submit Repair Request Creation • Initiate Returns Repair Processing • Receive and Diagnose Product; Prepare Estimate • Teardown / Inspect • Manage Materials and Resources • Approve Repair Plan and Execute Repair Resolution • 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 Business Pressures Repair Effectiveness Customer Demands • How do I ensure repair quality and standards? • What entitlements does this customer have? • How do I find the right repair information? Issue Identification • How do I efficiently capture and retrieve repair history? 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? 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? Help Desk Agent Operational Challenges Is this an existing customer…is this a recurring problem? Help Desk Agent How do I prioritize the repair…what is the repair status? Depot Manager Should I repair this item…how do I repair this? Who do I charge…how much? Service Technician Customer Issues Fragmented Customer and Repair Data, Manual Processes Billing Clerk

A Need for Change Leading Business Trends • Repeatable, Efficient Repair Processes • Feedback 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

How Oracle Delivers How Oracle Delivers

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

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

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

Oracle Depot Repair Solution Enables You To… Œ Improve Customer Interactions Support Multiple Repair Oracle Depot Repair Solution Enables You To… Œ 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 Repair Maintain Global Data Repository Capture All Customer Information in Single Location Service Customer Repair Contracts & Billing Shipping & Receiving Common Data Repository Installed Base Ÿ Provide Access to All Required Functions Inventory Human Resources Ÿ Eliminate Data Fragmentation Ÿ Enable Tracking of All Interactions

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

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

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

Self-Service Access Document and Monitor Service Issue Ÿ Enable 24 x 7 access to Self-Service Access Document and Monitor Service Issue Ÿ Enable 24 x 7 access to information Ÿ Initiate service request remotely through web Ÿ Decrease errors by capturing information at the source Ÿ Track service request status and updates without agent involvement

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

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

Example: Loaner, Repair and Return Minimize Customer Downtime Track Promise Date, Manage Issues Ship Example: Loaner, Repair and Return Minimize Customer Downtime Track Promise Date, Manage Issues Ship Loaner Receive Defective Product 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

Re In tu ve rn nt to or y Dep ot I nte rna Re In tu ve rn nt to or y Dep ot I nte rna l Pr oce ssin g Example: Advanced Exchange Resolve Customer Product Issue Bulk Process Sc ra p Receive Defective Product Cus tom er I nvo lvem ent Ship Exchange sh bi r fu Re Key Benefits: Resolve Customer Issues Quickly Process Defects in Bulk for Scrap or Refurbishment

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

Estimate and Approve Work Ensure Agreement Between Customer and Depot Initial Estimate Receive and Estimate and Approve Work Ensure Agreement Between Customer and Depot Initial Estimate Receive and Inspect Product • Provide an estimate to customer before receiving product • Leverage historical repair information • Receive customer product • Perform visual inspection Revise Estimate • Provide an updated estimate to customer after receiving product • Obtain customer approval before starting repair work 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 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

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

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

Manage Logistics Execute and Monitor Product Movement Efficiently • Monitor product status (returns, exchanges, 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

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

Invoice Customer Process Charges Quickly and Accurately Understand Repair Effort Verify Contract Effectivity • Invoice Customer Process Charges Quickly and Accurately Understand Repair Effort Verify Contract Effectivity • Leverage knowledge base for historical information • Ensure agreement between customer and depot • Apply appropriate discounts • Update warranties Estimate Charges Debrief Process Entitlements Invoice Customer Record Repair Charges Timely Billing • Debrief material, labor, & expenses • Compare actuals to estimate • Notify customer of discrepancies • 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 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 HR i. Support Tele. Service Contracts Depot Oracle Service Products Develop Contracts Market Projects HR i. Support Tele. Service Contracts Depot Repair Field Service Advanced Scheduler Mobile Field Svc Spares Mgmt Interaction Center Finance Sell Suppliers, Plan Products, … Procure Maintain Service Order Customers, Fulfill Make

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

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

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

Lower Total Cost of Ownership (TCO) Run on a Single Global Instance E-Business On Lower Total Cost of Ownership (TCO) Run on a Single Global Instance E-Business On Demand Roles: Needs: App Admin DB/AS Admin Consolidate Data Centers and Databases Low Cost Linux Hardware Sys Admin HW Admin Availability Security Performance Change Problems Production Midtiers 100% Linux Production DB RAC Cluster (Unix) Demo Environments 100% Linux Development 90% Linux Outsourced Customers 70% Linux Oracle Manages: 50% Lower Cost 50% Better Svc Core Competence Predictable Cost Standardized Open Integration Platform Ÿ 3 x Faster, 5 x Cheaper ŸEasy to Automate en Mass ŸHighly Reliable Oracle’s Experience with Linux You Manage: • Business Events Infrastructure • Industry Standard Protocols • Centralized Integration Repository Customers, Suppliers, Products, … Simplify B 2 B Integration, Application Connectivity, and Process Management

Customer Success Customer Success

A Few Depot Repair Customers… BAE SYSTEMS A Few Depot Repair Customers… BAE SYSTEMS

 • $345 M leader in high-performance enterprise Storage Area Network systems – – • $345 M 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, Tele. Service, Service Contracts Plans to implement Service Online, Mobile Field Service, and i. Support 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

BAE SYSTEMS 1. Fourth largest defense and aerospace firm; based in Europe 1. 2. BAE SYSTEMS 1. Fourth largest defense and aerospace firm; based in Europe 1. 2. Over 100, 000 employees in 7 business units Customers in 129 countries 2. Chose Oracle over SAP 3. Oracle Implementation 1. 2. Consolidated 15 systems into single, unified e-Business system Zero customizations 4. 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, DRAFT Business Transformation Dir of

Summary Summary

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

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

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