Industry%20Story%20Template

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Oracle Depot Repair
Full Spectrum Functionality
Tom Greene Sr Solution Consultant
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Depot Repair At-a-Glance
Issue Identification
RepairResolution
RepairProcessing

• 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

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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?

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Operational Challenges
Is this an existing customeris this a recurring
problem?
Who do I chargehow much?
How do I prioritize the repairwhat is the repair
status?
Should I repair this itemhow do I repair this?
Help Desk Agent
Depot Manager
Service Technician
Billing Clerk
CustomerIssues
Fragmented Customer and Repair Data, Manual
Processes
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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

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How OracleDelivers
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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
Market
Contracts
Sell
Projects
Customers, Suppliers, Products,
Order
HR
Plan
Finance
Procure
Maintain
Make
Service
Fulfill
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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
Depot Repair
Agent Assisted
Self-Service
CSRs
Service Parts Logistics
Analysts
Close Bill
Repair /Resolve
Identify Verify
Plan Schedule
Email
Analyze
Debrief
Prioritize
Workflow Automation
Customers
Contract Entitlements / Warranties
Phone
In Person
Mobile
Shipping /Receiving
Orders Cases
Invoices Payments
MarketingOffers
Inventory
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Oracle Depot Repair SolutionManage In-House
Repairs
InstalledBase
Common Data Repository
Reports
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Oracle Depot Repair SolutionEnables You To

• Improve Customer Interactions
• Support Multiple Repair Flows
• Execute Efficient and Quality Repairs
• Streamline Repair Logistics and Invoicing

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Maintain Global Data RepositoryCapture All
Customer Information in Single Location
Customer
Service

• Eliminate Data Fragmentation
• Provide Access to All Required Functions
• Enable Tracking of All Interactions

Repair
InstalledBase
CommonData Repository
Contracts Billing
Inventory
HumanResources
Shipping Receiving
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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
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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
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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

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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

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Oracle Depot Repair SolutionEnables You To

• Improve Customer Interactions
• Support Multiple Repair Flows
• Execute Efficient and Quality Repairs
• Streamline Repair Logistics and Invoicing

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Support Multiple Repair FlowsAddress Virtually
Any Customer Repair Request
Short Customer Repair Cycle
Long Customer Repair Cycle
Internal Repair
NoRepair
Customer Repair
Repair and Return
?
?
Loaner, Repair and Return
?
?
Exchanges
?
?
Replacement
?
Refurbishment
?
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Example Loaner, Repair and ReturnMinimize
Customer Downtime
Track Promise Date, Manage Issues
ReceiveDefectiveProduct
ShipLoaner
ReceiveLoaner
Inspect Repair
ShipProduct

• Key Benefits
• Quality Repairs Using Predefined Processes
• Maintain Customer Productivity
• Track All Product Activities Within a Single
  Repair Order

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Example Advanced ExchangeResolve Customer
Product Issue
Depot Internal Processing
Customer Involvement
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
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Oracle Depot Repair SolutionEnables You To

• Improve Customer Interactions
• Support Multiple Repair Flows
• Execute Efficient and Quality Repairs
• Streamline Repair Logistics and Invoicing

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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

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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

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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
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Oracle Depot Repair SolutionEnables You To

• Improve Customer Interactions
• Support Multiple Repair Flows
• Execute Efficient and Quality Repairs
• Streamline Repair Logistics and Invoicing

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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

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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
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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

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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
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Oracle Service Products
Develop
Market
Contracts
Sell
Projects
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
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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

• 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

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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

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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

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Lower Total Cost of Ownership (TCO)
E-Business On Demand
Run on a Single Global Instance
OracleManages
YouManage
Needs
Roles
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

• 3x Faster, 5x Cheaper
• Easy to Automate en Mass
• Highly Reliable

• Business Events Infrastructure
• Industry Standard Protocols
• Centralized Integration Repository

Oracles 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
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CustomerSuccess
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A Few Depot Repair Customers
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• 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

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• 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
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Summary
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Oracle Depot Repair Solution
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Oracle Depot Repair Solution
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Demo
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Know More. Do More. Spend Less.