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Oracle E-Business Suite: Next-Generation Mobile for Service and Field Service

Oracle E-Business Suite: Next-Generation Mobile for Service and Field Service. Steve Tonas VP, E-Business Suite Development John Olszewski Sr. Director, EBS Service Matt Thomas Global Process Owner, Field Service. Overview Oracle’s Mobile Direction

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Oracle E-Business Suite: Next-Generation Mobile for Service and Field Service

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  1. Oracle E-Business Suite: Next-Generation Mobile for Service and Field Service Steve Tonas VP, E-Business Suite Development John Olszewski Sr. Director, EBS Service Matt Thomas Global Process Owner, Field Service

  2. Overview • Oracle’s Mobile Direction • E-Business Suite Mobile Field Service • Sun Hardware Field Service Case Study ProgramAgenda

  3. Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

  4. Oracle E-Business Suite 12.1 & 12.2 Roadmap Continued Releases & Innovation, Easy to Uptake Released Planned 12.1 12.1.2 12.1.3 12.1.3+ New Features Dec2009 Aug 2010 May 2009 12.2 12.2.3 12.2.4 12.2.x User Experience Innovation, Functional Advancements Sep 2013 Product Releases for Both 12.1 & 12.2 Financials, Procurement, Contracts, Project Manufacturing, Quality, SSHR Manager, MDM Hubs, more 16 products EBS Extensions for Endeca Time Entry, Projects, Procurement, Order Mgt, Manufacturing, Quality, Maintenance, Approvals, Employee Directory, more Mobile Field Service, Mobile Expenses Mobile Apps In-Memory Cost Mgt, Outsourced Mfg, SCEM,EBS Testing Automation In-Memory Apps& Other New Products More In-Memory Apps, Yard Mgt , Advanced EBS Testing Packs, more …..

  5. Drive Down Costs While Elevating Customer Service LevelsComprehensive Customer Service Solution OnsiteService SelfService AssistedService Escalation Escalation Integration Integration EBS Comprehensive Customer Service Solution • iSupport • Knowledge Management • Email Center • Remote (M to M) • Preventive Maintenance • Advanced Inbound CTI • Contact Center • Service Request • Scripting • Customer Service Logistics • Charges and Billing • Field Service • Mobile Field Service • Advanced Scheduler • Spares Management • Service Parts Planning • Depot Repair Foundation: Service Contracts, Installed Base, MDM, Tasks, Calendar, Workflow Integration: HR, Financials, Orders, Inventory, WMS, Purchasing

  6. EBS Service ManagementRoadmap Future DirectionsPost 12 month planning cycle What’s Next 0-12 month planning cycle • Quotes on Mobile Field Service disconnected • Invoices on Mobile Field Service disconnected • Take payment on Mobile Field Service disconnected • Warranty Management Support • Next generation Dispatch Center • Next generation Spares Management Dashboard • Mobile and Endeca Dashboards for Service Managers • Third-party scheduling by capacity • Mobile Field Service disconnected for iPad • Service and Projects Integration • UI Improvements across EBS Service Suite • Advanced Scheduler Improvements • Spares Management Improvements • CTI telephony for HTML Teleservice • Online patching

  7. Improving User Experience and Productivity

  8. Available Today Learning Management Inventory Warehouse Management Enterprise Asset Management Installed Base Depot Repair Cost Management Channel Revenue Management Field Service Process Manufacturing Discrete Manufacturing iProcurement Order Management Outsourced Manufacturing iRecruitment Projects

  9. E-Business Suite Endeca Server Handling More Data Much Much Faster $ WO PO SO $ PO EBS Database EBS ENDECA EBS Applications

  10. Out-of-the-box Security and UI Integration Utilizes E-Business Suite Security Org ID Security Seamless Navigation E-business suite extensions for endeca

  11. Transforming Business To … REQUIREMENTS RESOLVE MEASURE Information- Driven Business PRIORITIZE IDENTIFY

  12. Measure: Complete Business View

  13. Identify: Get Search Results While Typing

  14. Prioritize: Filter, Sort, and Select

  15. Drill: View the Data that needs Attention

  16. Act: Navigate to the Transactional Page

  17. EBS ServiceOracle Field Service Extensions for Oracle Endeca • Improve compliance with service level agreements • Quickly find opportunities to load balance field jobs and increase daily throughput • Track quality of service to increase on time service delivery • Increase resource utilization • View field jobs in jeopardy to take action and quickly reschedule workload • Quickly close out field jobs by performing transactions on behalf of field technicians • Reduce service costs • Reduce scheduling errors due to skills mismatch or missing parts • Gain insight to spare part problems to find alternate parts and improve quality

  18. See More … Act Faster SEE ACT

  19. Mobile Applications

  20. A Variety of Application Types Native App(iOS) Mobile Web App(Viewed in Safari)

  21. Oracle ADF Mobile DEVELOP FOR MULTI-PLATFORM MOBILE ACCESS ExtendEnterprise Applications to Mobile Support Multi Channel and Device Platforms Secure at Every Layer Common Platform for The Enterprise

  22. Oracle ADF Mobile • Hybrid Mobile Applications • Develop once & deploy to multiple platforms (iOS and Android) • Build on proven technology standards (ADF, HTML5, CSS3, JavaScript) • Protect against mobile platform shifts – framework adapts for you • Secure with Authentication, Access Control and Encryption

  23. Extend E-Business SuiteApplications

  24. Mobile Application StrategyOracle E-Business Suite Mobile Applications • Specialized Mobile Apps • ADF Mobile-Based • Native Mobile UIs • Integration with mobile device services • Disconnected access for some use cases • Application Examples: • Mobile Field Service • Mobile Expenses • Mobile Maintenance • Mobile Warehouse Manager • Mobile Order Management

  25. Mobile Field Service – Store & Forward

  26. Planned: Additional Mobile ApplicationsSmartphone & Tablet

  27. Overview • Oracle’s Mobile Direction • E-Business Suite Mobile Field Service • Sun Hardware Field Service Case Study ProgramAgenda

  28. Mobile Field Service Requirements Single Source of Customer, Product & Order Info Intelligence DispatchFieldTechs CreateField Task Create Service Request and Diagnose ResolveOn-Site Invoice Customer Optimize Schedule Debrief • View and update Field Service Tasks • Access Contract and Warranty Terms and SLAs • Update Problem Description and Codes • Locate, Order, and Receive Parts • Debrief/Report Travel, Labor, Parts and Expenses • Attach Photos, Videos and Files • Create new Service Requests and Tasks • Tight Integration with Dispatch Center and Scheduler • Drip/Feed Commit/Release • Access Knowledge and Docs • Maps/Driving Directions/GPS • Quotes, Invoices and Payments • Access Options • Connected • Wireless • Store and Forward 29

  29. EBS Field Service Solutions R12.1.3/12.2 R12.1.3/12.2 Online Online Offline R12.1.3/12.2 • Field Service Wireless • Micro Browser Application • Requires Connectivity • 12.1.3 Enhancements • Touch Device Support • Travel Debrief • Replacement Part Validation • Part Transfers • Special Addresses • 12.2 Enhancements • Enhanced Personalization • Auto create Install Debrief Lines from Recovered Part Lines • FS Report with Signature Capture • Mobile Query/Command Support • Field Service Portals (OAF) • OAF Tech and Administrator Portals • New Third Party Portals in 12.1.3 • 12.1.3 Enhancements • Advanced Debrief • Usability Enhancements • Replacement Part Validation • Parts Transfers • 12.2 Enhancements • Auto create Install Debrief Lines from Recovered Part Lines • FS Report with Signature Capture • Projects Integration • Usability Enhancements • Mobile Field Service (S&F) • Windows Mobile PPC (maintenance mode only) • Email Commands • Seeded and User defined • Mobile Query Framework • Windows Laptop (fully supported) • Signature Capture • Field Service Report • Special Addresses • ADF – Multiplatform Solution • Smart Phones (iOS, Android) • GA July 2013 • Tablets and Laptops (roadmap)

  30. ADF Mobile Store and Forward Mobile Experience with Great Performance

  31. New ADF MFS Application – July 2013 • Hybrid Mobile Application • Develop business logic once & deploy to multiple platforms (iOS and Android) • Built on proven technology standards (ADF, Java technology, HTML5, CSS3, JavaScript) • Thin Layer for UI Form Factor • Secure Authentication, Access Control and Encryption • Web Service based Sync (no middle tier or O-Lite) • Compatible with 12.2 and 12.1.3

  32. New ADF MFS Application – July 2013 • Hybrid Mobile Application • Key Features • Parts Order Creation • Task Status and Notes Updates • Bar Code Scanning • Debrief (Install, Recover, DOA, Unused) • Return Routing • Trunk Stock Management • Phase 1 = Oracle/Sun Requirements • 92+ techs live in production • 1400 techs by end of year

  33. How It Works Device Native Container Service Web Se r v i c e s Web View Credential Management,SSO & Access Control HTML5 & JavaScript Server HTML ADF Mobile XML View Local HTML Install Base ADF Controller Application Configuration Mobile Data Router Phone Gap Managed Beans Inventory Java ADF Model Lookups Mobile Device Device Services Local Data Server

  34. Home Screen

  35. Task List and Task Details Screens

  36. Task List Screen

  37. Task List Views

  38. Task Details Screen

  39. Maps and Directions

  40. Task Debrief

  41. Debrief Parts Installation

  42. Debrief Recovered Parts

  43. Debrief Travel

  44. Debrief Labor

  45. Parts Features

  46. Parts Search (online only)

  47. Parts Requirement/Order Creation (online only)

  48. Receive Parts

  49. Additional Features

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