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

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

Business Pressures
Repair Effectiveness
How do I ensure repair quality and standards? How do I find the right repair information?
Issue Identification Repair Processing

Customer Demands
What entitlements does this customer have? How do I efficiently capture and retrieve repair history?
Repair Resolution

Repair Efficiency
How do I provide visibility into repair status and logistics tracking?

Margin Erosion
How do I offset the effect of increased competition on my margins? How do I control rising repair costs?

How do I ensure the right resources are assigned to the job?

Operational Challenges
Is this an existing customeris this a recurring problem? How do I prioritize the repairwhat is the repair status? Should I repair this itemhow do I repair this? Who do I chargehow much?

Help Desk Agent

Customer Issues

Depot Manager

Service Technician

Billing Clerk

Fragmented Customer and Repair Data, Manual Processes

A Need for Change

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

How Oracle Delivers

Oracle: Complete E-Business Suite

Develop Contracts Projects HR Finance Maintain Service
Customers, Suppliers, Products,

Automate Key
Market Sell Order Plan Procure Make
Internal Business Processes

Extend
Automation to and Collaborate with Your Trading Partners

Drive Continuous
Improvement with Real-Time Intelligence

Fulfill

Oracle Depot Repair Solution

An Integrated Component of the Service Family
Customer/Prod Info, Knowledge Base Channels
Secure Access

Intelligence

Rapid Resolution

Proactive Service

Users Field Service Depot Repair CSRs

SelfService

Delivery Options

Self-Service Agent Assisted

Service Parts Logistics

Email

Identify & Verify

Analyze Prioritize

Plan & Repair / Schedule Resolve

Debrief

Close & Bill

Analysts

Workflow Automation Phone Contract Entitlements / Warranties Customers

In Person

Shipping / Receiving

Orders & Cases

Marketing Offers

Inventory

Invoices & Payments

Mobile

Oracle Depot Repair Solution

Manage In-House Repairs
Service Channels

Self-Service Receive and Inspect Agent Assisted Estimate Plan and and Approve Schedule Assign Repair and Debrief Ship and Bill

Manage Resources
Customer & Product Data

Field Service

Installed Base

Common Data Repository

Reports

Depot Walk-In

Oracle Depot Repair Solution

Enables You To

Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Maintain Global Data Repository

Capture All Customer Information in Single Location
Service Customer

Repair Common Data Repository Contracts & Billing

Installed Base

Eliminate Data Fragmentation Provide Access to All Required Functions

Inventory

Enable Tracking of All Interactions

Shipping & Receiving

Human Resources

Leverage Complete Customer View

Resolve Issues with Accurate, Real-Time Information
Customer Information Contract Entitlements Installed Base (Product
Repair Technician Common Data Repository

Depot Agent

History, Configuration)

Service Request and

Repair Order Status

Material Handler

Returns / Shipments

Contact Information

Verify Entitlements
Accelerate Response via Seamless Contract Integration

Coverage Times Instant Verification

Customer Depot Agent

Contracts Repository

Response Time Commitments

Discounts

Reduce Entitlement Violations and Prevent Contract Leakage

Search for Solutions

Leverage Shared Repair Knowledge
Customer & Problem Identification

Interact with customer via numerous service channels Collect information about customer Understand customer problem including symptoms Search knowledge repository for solutions Improve quality using proven steps and processes Contribute new solutions to repository

Knowledge Repository

Depot Planning

Determine repair requirements Assign resources to repair effort

Self-Service Access
Document 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

Oracle Depot Repair Solution

Enables You To

Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Support Multiple Repair Flows

Address Virtually Any Customer Repair Request
Long Short Customer Customer Repair Cycle Repair Cycle

Customer Repair Repair and Return Loaner, Repair and Return Exchanges Replacement Refurbishment

No Repair

Internal Repair

Example: Loaner, Repair and Return

Minimize Customer Downtime
Track Promise Date, Manage Issues

Ship Loaner

Receive Defective Product

Inspect & Repair

Ship Product

Receive Loaner

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

Example: Advanced Exchange

Resolve Customer Product Issue
Customer Involvement Depot Internal Processing

Ship Exchange

Receive Defective Product

Bulk Process

Refurbish

Return to Inventory

Scrap

Key Benefits: Resolve Customer Issues Quickly Process Defects in Bulk for Scrap or Refurbishment

Oracle Depot Repair Solution

Enables You To

Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Estimate and Approve Work

Ensure Agreement Between Customer and Depot
Initial Estimate

Provide an estimate to customer before receiving product Leverage historical repair information Receive customer product Perform visual inspection Provide an updated estimate to customer after receiving product Obtain customer approval before starting repair work

Receive and Inspect Product Revise Estimate

Repair Product

Repair using predefined procedures

Compare Charges

Compare estimate to actual charges Notify customer of concerns

Execute Repair Steps and Procedures

Use 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

Depot Workbench
Perform All Functions through Single Workbench

Customer initiates service request Auto-create logistics lines based on repair type

View repair order details

Support multiple repair orders per service request

Oracle Depot Repair Solution

Enables You To

Improve Customer Interactions Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Manage Logistics
Execute 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

Depot Logistics Tab

Track Product Movement and Status

View latest product status

Enable cradle-to-grave tracking using serial numbers and installed base

Auto-create RMA and ship lines based on repair type

Receive and ship products seamlessly

Invoice Customer
Process Charges Quickly and Accurately
Understand Repair Effort
Leverage knowledge base for historical information Ensure agreement between customer and depot Estimate Charges

Verify Contract Effectivity

Apply appropriate discounts Update warranties

Debrief

Process Entitlements

Invoice Customer

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

Oracle Depot Repair Solution

Single customer view, integrated knowledge repository
Improve Customer Interactions

Repair flow management, repair order updates and status tracking Robust estimating process, proven steps and procedures, resource assignment and scheduling Product movement execution and tracking, customer invoices

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics & Invoicing

Oracle Service Products

Develop Contracts Projects HR iSupport TeleService Service Contracts Depot Repair Field Service Advanced Scheduler Mobile Field Svc
Customers, Suppliers,

Market Sell Order Plan Procure Make Fulfill

Finance Maintain
Service

Products,

Spares Mgmt
Interaction Center

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 and charge 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

Support Global Operations

Think 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

Modular Architecture
Implement 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

Time

Flows are Seamlessly Integrated

Replace disparate systems Eliminate data synchronization Decrease time and cost to implement

Lower Total Cost of Ownership (TCO)

Run on a Single Global Instance
Roles: App Admin DB/AS Admin Sys Admin

E-Business On Demand
Needs: Availability Security Performance Change Problems You Manage: Oracle Manages: 50% Lower Cost 50% Better Svc Core Competence Predictable Cost

Consolidate Data Centers and Databases

HW Admin

Low Cost Linux Hardware

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

Standardized Open Integration Platform

Business Events Infrastructure Industry Standard Protocols Centralized Integration Repository
Customers, Suppliers, Products,

Oracles Experience with Linux

Production Midtiers Production DB Demo Environments Development Outsourced Customers 100% Linux RAC Cluster (Unix) 100% Linux 90% Linux 70% Linux

Simplify B2B Integration, Application Connectivity, and Process Management

Customer Success

A Few Depot Repair Customers

BAE SYSTEMS

 $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

BAE 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 Other Oracle products include: Manufacturing, Project Contracts, Financials, Project Costing & Billing, Purchasing, Order Mgmt, EDI Gateway, Tutor, Balanced Scorecard

Live on Depot Repair

Using the Oracle E-Business Suite, we've reduced costs throughout the organization - Patrick Shannon, Dir of Business Transformation

Summary

Oracle Depot Repair Solution

Improve Customer Interactions
Support Multiple Repair Flows Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Oracle Depot Repair Solution

Improve Customer Interactions
Support Multiple Repair Flows Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Demo

Know More. Do More. Spend Less.