Presenters:

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Implementing Service Management at Monaco Coach
Corporation
Presenters Mike Whitter Monaco Coach
Corporation John Lynch Systems Management, Inc.
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Agenda

• Monaco Coach Corporation
• Project Directives
• Implementation Strategy
• Service Applications
• Derived Benefits

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Monaco Coach Corporation

• Formed in 1968 as Caribou Coach Corp
• Evolved into Monaco Coach in 1987
• Acquisition of Rambler Recreation 1989
• Acquisition of Beaver and Safari in 2001
• Headquartered in Coburg, Oregon

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Monaco Coach Corporation

• Production facilities in
• Coburg, Oregon
• Elkhart, Indiana
• Wakarusa, Indiana
• Largest manufacturer of class A motorhomes
• Traded on the NYSE under the symbol MNC

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Monaco Coach Corporation
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Project Directives

• Stop using a heavily customized ERP system
• Resolve specific issues with
• Warranty tracking root cause of repair
• Vendor returns process on ERP system
• Service accountability better tracking of
  internal costs
• Inventory management perpetual inventory

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Implementation Strategy

• Phased approach
• Phase 1 data cleansing
• Phase 2 financials, procurement, inventory, CRM
• Phase 3 manufacturing, SFA

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Implementation Strategy

• Process Driven Approach
• Presented the process using hands on training
• Conducted process modeling sessions
• Used Process Modeler to revise the processes
• Documented and presented
• Process changes
• Role changes
• Control changes
• Program or data changes

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Implementation Strategy

• Process Driven Approach
• Configured the system
• Reviewed configuration and process with process
  owners
• Documented the process using UPK
• Scripts used in Validation Phase
• End user training

Discover
Analyze Design
Construct
Validate
Go Live
Refine
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Implementation Strategy

• Implementation Tools
• Oracle Process Modeler
• Oracle User Productivity Kit (UPK)

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Customer Self Service
Support
Sales
Service
CRM Foundation
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CRM Applications at Monaco

• Service Management
• Equipment
• Contracts (warranties)
• Product Registration
• Repair Orders and Billing
• Warranty Claims
• Vendor Chargeback

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CRM Applications at Monaco

• Case Management
• Call Creation and Tracking
• Recall notification (flash messages)
• Warranty information
• Owner history
• TREAD coding (failure analysis)

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CRM Applications
Case Management (call tracking)
Equipment Records (Coach definition)
Repair Orders
Service Management
Contracts (warranties)
Warranty Claims
Vendor Returns
RMA
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Key Configuration Decisions

• Equipment definition
• Product make and model
• Coach attributes
• VIN
• Odometer readings

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Key Configuration Decisions

• Coach Definition
• Safari Cheetah
• 2006 Diesel, Rear bath, Air brake
• 06ASF894809409
• 460 miles

Attach warranties
Determine warranty periods

• Uniquely identify coach
• service
• case tracking

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Key Configuration Decisions

• Monaco Dealer Productivity
• Product Registration
• Warranty Claims
• Part Orders

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Key Configuration Decisions
Dealer Sale
MDEX (Dealer Portal)

• Updates
• Warranty start date
• Odometer update
• Location change

Coach Registration
Call Centers
Service Centers
Warranty Claims
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Key Configuration Decisions
Dealer Service Work
MDEX (Dealer Portal)

• Submit
• Parts standard cost
• Labor standard time
  and rates
• Subcontracts amounts

Warranty Claim Processing

• Process
• Approve or deny claims
• Pay Dealers

Monaco Claim Processing
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Key Configuration Decisions
Monaco Claim Processing

• Submit
• Parts standard cost
• Labor standard time
  and rates
• Subcontracts amounts
• RMA

Vendor Chargeback

• Process
• Send product back
• Receive credit

Vendors
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Key Configuration Decisions

• Service Orders (Repair orders)
• Use CRM calendar function to schedule appts.
• Use work order detail lines and attachments to
  capture repair items
• Use parts inquiry to better understand on-hand
  inventory
• Automatically add recall and TSI lines to the
  repair order (custom)

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Key Configuration Decisions
Customer Call

• Coach details
• Repair issues
• Recall items
• Track bill types

Create Repair Order
Parts Department
Recall Data
Warranty Claims
Invoicing
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Derived Benefits for Monaco

• Equipment and Registration
• Coach data (equipment) can be maintained by the
  appropriate parties within Monaco.
• On-line product registration drives more timely
  information
• Quick Add capability allows dealers to process
  registrations accurately

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Derived Benefits for Monaco

• Warranty Claims
• Defined process for handling claims using
  standard times and costs (Repair Time Schedule)
• Use data in warranty claims to drive chargeback
  process
• RMA process to track returns

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Derived Benefits for Monaco

• Vendor Chargeback
• Initiated a formal RMA process better parts
  tracking
• Warranty data drives larger percent of valid
  returns
• Better defined process smoother flow of
  information

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Derived Benefits for Monaco

• Repair Orders
• Increased tracking of warranty and returned parts
• Use data in warranty claims to drive chargeback
• Tracking and reporting of RO line type
• Customer pay
• Goodwill
• Bill to customer service

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Questions?