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Oracle Depot Repair. Full Spectrum Functionality. Tom Greene Sr Solution Consultant. Depot Repair At-a-Glance. Issue Identification. Repair Processing. Repair Resolution. Capture Inquiries and Complaints Submit Repair Request Creation Initiate Returns.

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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

RepairProcessing

RepairResolution

  • 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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IssueIdentification

RepairProcessing

RepairResolution

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 customer…is this a recurring problem?

How do I prioritize the repair…what is the repair status?

Should I repair this item…how do I repair this?

Who do I charge…how much?

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

Contracts

Market

Projects

Sell

Customers,

Suppliers,

Products,…

HR

Order

Finance

Plan

Maintain

Procure

Service

Make

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

Agent Assisted

Depot Repair

Self-Service

CSRs

Service Parts Logistics

Analysts

Identify & Verify

Plan &Schedule

Repair /Resolve

Close& Bill

Email

Analyze

Prioritize

Debrief

Workflow Automation

Customers

Phone

Contract Entitlements / Warranties

Mobile

In Person

MarketingOffers

Inventory

Invoices &Payments

Shipping /Receiving

Orders &Cases


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Service Channels

Self-Service

Manage Resources

Receiveand Inspect

Estimate andApprove

PlanandSchedule

Ship andBill

Repair and Debrief

Assign

Agent Assisted

Customer& ProductData

Field Service

Depot Walk-In

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

Service

Customer

  • Eliminate Data Fragmentation

  • Provide Access to All Required Functions

  • Enable Tracking of All Interactions

Repair

InstalledBase

CommonData

Repository

Contracts& Billing

Inventory

Shipping &Receiving

HumanResources


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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

Customer Repair

NoRepair

Internal Repair

Long Customer Repair Cycle

Short Customer Repair Cycle

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

Inspect &Repair

ShipProduct

ReceiveLoaner

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

Customer Involvement

Depot Internal Processing

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

Contracts

Market

Projects

Sell

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

Existing Differentiators…

…Released with 11i.9…

…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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Time

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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Customers,

Suppliers,

Products, …

Lower Total Cost of Ownership (TCO)

E-Business On Demand

Run on a Single Global Instance

YouManage:

OracleManages:

  • 3x Faster, 5x Cheaper

  • Easy to Automate en Mass

  • Highly Reliable

Roles:

Needs:

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

  • Business Events Infrastructure

  • Industry Standard Protocols

  • Centralized Integration Repository

Oracle’s Experience with Linux

Production Midtiers100% 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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BAE SYSTEMS

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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BAE SYSTEMS Network systems

  • 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 Network systems


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Improve Customer Interactions Network systems

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Oracle Depot Repair Solution


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Improve Customer Interactions Network systems

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Oracle Depot Repair Solution


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Demo Network systems



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