Oracle

Depot Repair

Full Spectrum Functionality

Tom Greene
Sr Solution Consultant
Depot Repair At-a-Glance

Issue Repair Repair

Identification Processing Resolution

Capture Inquiries Receive and Diagnose Provide Customer

and Complaints Product; Prepare Estimate Exchanges and
Submit Repair Teardown / Inspect Loaners
Request Creation Manage Materials and Replace Defective
Initiate Returns Resources Products
Approve Repair Plan and Ship Repaired
Execute Repair Product & Invoice
 Business Pressures
Repair Effectiveness Customer Demands
How do I ensure repair What entitlements does this
quality and standards? customer have?
How do I find the right How do I efficiently capture
repair information? and retrieve repair history?

Issue Repair Repair

Identification Processing Resolution

Repair Efficiency
How do I provide visibility
into repair status and
Margin Erosion
logistics tracking? How do I offset the effect
of increased competition
How do I ensure the right on my margins?
resources are assigned to
the job? How do I control rising
repair costs?
Operational Challenges

Is this an existing How do I prioritize Should I repair this Who do I

customeris this a the repairwhat is itemhow do I chargehow
recurring problem? the repair status? repair this? much?

Help Desk Depot Service Billing

Agent Manager Technician Clerk

Customer
Issues

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 Automate Key
Internal Business
Contracts Market
Processes
Projects Sell Extend
Automation to
HR Customers, Order
and Collaborate
Suppliers,
with Your
Finance Products, Plan
Trading Partners

Maintain Procure Drive Continuous

Improvement
Service Make with Real-Time
Fulfill Intelligence
 Oracle Depot Repair Solution
An Integrated Component of the Service Family
Customer/Prod Info, Secure
Intelligence
Knowledge Base Access

Rapid Proactive Service

Channels Resolution Users

Self-Service Field Service

Delivery
Options
Self- Agent Assisted Depot Repair
Service Parts Logistics CSRs
Service

Email Identify Plan & Repair / Close Analysts

Analyze Prioritize Debrief
& Verify Schedule Resolve & Bill
Workflow Automation

Phone Contract Entitlements / Warranties Customers

In Person Shipping / Orders & Marketing Invoices & Mobile

Inventory
Receiving Cases Offers Payments
Oracle Depot Repair Solution
Manage In-House Repairs
Service Channels

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

Agent Assisted Manage Resources

Customer
& Product
Data

Field Service Installed Common Data Reports

Base Repository

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

Eliminate Data
Installed Fragmentation
Repair
Base
Common
Provide Access to All
Data
Repository
Required Functions
Contracts
Inventory
& Billing Enable Tracking of All
Interactions

Shipping & Human

Receiving Resources
Leverage Complete Customer View
Resolve Issues with Accurate, Real-Time Information

Depot Customer Information

Agent
Contract Entitlements
Installed Base (Product
Repair Common History, Configuration)
Technician Data
Repository Service Request and
Repair Order Status
Returns / Shipments
Material
Handler Contact Information
Verify Entitlements
Accelerate Response via Seamless Contract Integration

Coverage
Times
Contracts
Instant Repository Response Time
Verification Commitments

Customer Depot Discounts

Agent

Reduce Entitlement Violations and Prevent Contract Leakage

Search for Solutions
Leverage Shared Repair Knowledge

Customer Interact with customer via numerous service channels

& Problem Collect information about customer
Identification
Understand customer problem including symptoms

Search knowledge repository for solutions

Knowledge Improve quality using proven steps and processes
Repository
Contribute new solutions to repository

Depot Determine repair requirements

Planning 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 No Internal
Customer Customer
Repair Repair Repair
Repair Cycle Repair Cycle

Repair and Return

Loaner, Repair
and Return

Exchanges

Replacement

Refurbishment

Example: Loaner, Repair and Return
Minimize Customer Downtime

Track Promise Date, Manage Issues

Receive
Ship Inspect & Ship Receive
Defective
Loaner Repair Product Loaner
Product

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

Receive
Ship Bulk Return to
Defective Refurbish
Exchange Process Inventory
Product

Key Benefits:
Resolve Customer
Issues Quickly
Scrap 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 Provide an estimate to customer before receiving product

Estimate Leverage historical repair information

Receive and Receive customer product

Inspect
Product Perform visual inspection

Revise Provide an updated estimate to customer after receiving product

Estimate Obtain customer approval before starting repair work

Repair
Repair using predefined procedures
Product

Compare Compare estimate to actual charges

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
View repair repair type
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 Enable cradle-to-grave

product status 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 Verify Contract Effectivity

Leverage knowledge base for Apply appropriate discounts
historical information Update warranties
Ensure agreement between
customer and depot

Estimate Process Invoice

Debrief
Charges Entitlements Customer

Record Repair Charges Timely Billing

Debrief material, labor, & expenses Review charges
Compare actuals to estimate Submit charges
Notify customer of discrepancies for invoicing

Update Repository
Update repair steps based on new data
Modify resource requirements
Oracle Depot Repair Solution

Single customer view, integrated Improve Customer

knowledge repository Interactions

Repair flow management, repair Support Multiple

order updates and status tracking Repair Flows

Robust estimating process, proven Execute Efficient

steps and procedures, resource
and Quality Repairs
assignment and scheduling

Product movement execution Streamline Repair

and tracking, customer invoices Logistics & Invoicing
Oracle Service Products
Develop
Contracts Market

Projects Sell
HR Customers, Order
iSupport Suppliers,
Finance Products, Plan
TeleService
Service Contracts Maintain Procure

Depot Repair Service Make

Fulfill
Field Service
Advanced Scheduler
Mobile Field Svc
Spares Mgmt
Interaction Center
 Evolution of Oracle Depot Repair

Existing Differentiators Released with 11i.9 New in 11i.10

Perform all functions Third-party install base Depot agent cost and
through a single item repair charge analysis
workbench Link call center RMA to Work definition and
Estimate based on a depot repair order enhanced knowledge
knowledge repository Workflow-based management integration
Support for numerous messaging Enhanced estimate,
in-house repair flows Enhanced WIP job debrief and actuals
Resource assignment repair management processes
and scheduling Field service to depot
refurbishment flow
Automated entitlements
processing Inspection and repair
order splitting
Service history for
install base items Self-service repair order
tracking
Logistics processing
and invoicing
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 E-Business On Demand

You Oracle
Roles: Needs: Manage: Manages:

Availability
App Admin 50% Lower Cost
Security
DB/AS Admin 50% Better Svc
Performance
Sys Admin Core Competence
Consolidate Data Centers Change
HW Admin Predictable Cost
and Databases Problems

Low Cost Linux Hardware Standardized Open Integration Platform

3x Faster, 5x Cheaper
Easy to Automate en Mass Business Events Infrastructure
Highly Reliable Industry Standard Protocols
Centralized Integration Repository
Oracles Experience with Linux Customers,

Suppliers,
Production Midtiers 100% Linux Products,

Production DB RAC Cluster (Unix) Simplify B2B Integration,

Demo Environments 100% Linux Application Connectivity,
Development 90% Linux and Process Management
Outsourced Customers 70% Linux
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
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
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.