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Implementing Service Management at Monaco Coach Corporation. Presenters: Mike Whitter: Monaco Coach Corporation John Lynch: Systems Management, Inc. Agenda. Monaco Coach Corporation Project Directives Implementation Strategy Service Applications Derived Benefits.

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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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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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  • Includes: Employees, Partners, Contacts, Customers, Notes, Product Information, Competitors, Calendars, To-Do & Activities, Action Plans, Email Merge, Mail Merge

Enhaced

New

New

  • PIM Synch

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

Parts

Department

Create Repair

Order

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

  • RepairOrders

    • 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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