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Slide1: 

Delivering Quality and Timely Depot Repair Oracle Depot Repair Hannes Sandmeier Senior Director Development Eric Ho Director Product Management

Oracle AppsWorld AgendaJanuary 29, 2004: 

Introduction Business Challenges Oracle Depot Repair Solution Benefits Summary Oracle AppsWorld Agenda January 29, 2004

Depot Repair At-a-Glance: 

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

Business Pressures: 

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?

Industry and Analyst CommentsGrowth Potential in Repair Services: 

Industry and Analyst Comments Growth Potential in Repair Services “Focus on product services can often create labor resource requirements that increase the workforce up to an additional 50%” - OEM Products-Services Institute 2003 “Generate revenue from customer service through: analysis, training, delivery” - Gartner 2003 “Put ERP vendors on enterprise service shortlist; this is especially true of service projects that call for field service or depot repair where ERP vendors (Oracle) excel.” - Forrester 2002

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Oracle Depot Repair Solution

Oracle Service Products: 

Oracle Service Products iSupport TeleService Service Contracts Depot Repair Field Service Advanced Scheduler Mobile Field Svc Spares Mgmt Interaction Center Develop Market Sell Order Plan Procure Make Fulfill Service Maintain Finance HR Projects All Product, Customer, & Supplier Information

Oracle Depot Repair SolutionManage In-House Repairs: 

Oracle Depot Repair Solution Manage In-House Repairs Installed Base Common Data Repository Reports

Oracle Depot Repair SolutionEnables You To…: 

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

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Contracts & Billing Repair Customer Service Installed Base Inventory Human Resources Shipping & Receiving Maintain Global Data Repository Capture All Customer Information in Single Location Eliminate Data Fragmentation Provide Access to All Required Functions Enable Tracking of All Interactions Common Data Repository

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Leverage Complete Customer View Resolve 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 Common Data Repository Depot Agent Repair Technician Material Handler

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

Oracle Depot Repair SolutionEnables You To…: 

Oracle Depot Repair Solution Enables 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 Flows Address Virtually Any Repair Request Refurbishment Replacement Exchanges Loaner, Repair and Return Repair and Return Short Customer Repair Cycle Long Customer Repair Cycle Internal Repair No Repair Customer Repair        

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

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

Oracle Depot Repair SolutionEnables You To…: 

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

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

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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 Execute Repair Steps and Procedures Use Proven Processes to Ensure Quality

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

Oracle Depot Repair SolutionEnables You To…: 

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

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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 Manage Logistics Execute and Monitor Product Movement Efficiently

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

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Benefits

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Help Desk Agent Depot Manager Service Technician Billing Clerk Is this an existing customer…is this a recurring problem? Who do I charge…how much? How do I prioritize the repair…what is the repair status? Should I repair this item…how do I repair this? Operational Opportunity! Customer Issues Eliminate Fragmented Customer and Repair Data, Manual Processes

Oracle Depot Repair Summary: 

Oracle Depot Repair Summary 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

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Oracle Depot Repair Solution Future Release Candidate Cost and charge analysis Enhanced estimate, debrief and actuals processes Field service to depot repair refurbishment flow Work definition and enhanced knowledge management integration Inspection and repair order splitting Self-service repair order reporting

Need for Continued Repair ImprovementLeading Business Trends: 

Need for Continued Repair Improvement 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

Slide30: 

Know More. Do More. Spend Less.