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Full Spectrum Functionality
Oracle Depot Repair
Tom GreeneSr Solution Consultant
Depot Repair At-a-Glance
Issue Identification
Issue Identification
RepairResolution
RepairResolution
RepairProcessing
RepairProcessing
• 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?
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?
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?
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?
Margin Erosion• How do I offset the effect
of increased competition on my margins?
• How do I control rising repair costs?
IssueIdentification
IssueIdentification
RepairProcessing
RepairProcessing
RepairResolution
RepairResolution
Help Desk Help Desk AgentAgent
Depot Depot ManagerManager
Service Service TechnicianTechnician
Billing Billing ClerkClerk
Operational Challenges
CustomerCustomerIssuesIssues
Fragmented Customer and Repair Data, Manual Processes
Is this an existing customer…is this
a recurring problem?
Who do I charge…how much?
How do I prioritize the repair…what is the repair status?
Should I repair this item…how do I
repair this?
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
• 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 OracleHow OracleDeliversDelivers
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
Customers,Customers,
Suppliers,Suppliers,
Products,Products, ……
Develop
Market
Sell
Order
Plan
Procure
Make
FulfillServiceService
Maintain
Finance
HR
Projects
Contracts
Oracle Depot Repair SolutionAn Integrated Component of the Service Family
Shipping /Receiving
Orders &Cases
Invoices &Payments
MarketingOffers
Inventory
IntelligenceIntelligenceCustomer/Prod Info,Customer/Prod Info,Knowledge BaseKnowledge Base
SecureSecureAccessAccess
Proactive ServiceProactive ServiceRapidResolution
RapidResolution
Self-ServiceSelf-Service
Depot RepairDepot RepairAgent AssistedAgent Assisted
Field ServiceField Service
AnalyzeAnalyze DebriefDebrief CloseClose& Bill& Bill
Repair /Repair /ResolveResolve
Identify Identify & Verify& Verify
Contract Entitlements / WarrantiesContract Entitlements / Warranties
Workflow AutomationWorkflow Automation
PrioritizePrioritize
DeliveryOptionsDeliveryOptions
Plan &Plan &ScheduleSchedule
Service Parts LogisticsService Parts LogisticsSelf-Self-
ServiceService
EmailEmail
PhonePhone
In PersonIn Person
ChannelsChannels UsersUsers
CSRsCSRs
AnalystsAnalysts
CustomersCustomers
MobileMobile
Service ChannelsService Channels
Self-ServiceSelf-Service
Agent AssistedAgent Assisted
Depot Walk-InDepot Walk-In
Field ServiceField Service
Oracle Depot Repair SolutionManage In-House Repairs
InstalledBase
InstalledBase
Common Data Repository
Common Data Repository
ReportsReports
Customer& Product
Data
Customer& Product
Data
ReceiveReceiveand and
InspectInspect
Estimate Estimate andand
ApproveApprove
PlanPlanandand
ScheduleSchedule
Repair Repair and and
DebriefDebrief
Ship Ship andandBillBill
AssignAssign
Manage ResourcesManage Resources
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Oracle Depot Repair SolutionEnables You To…
ContractsContracts& Billing& Billing
RepairRepair
CustomerCustomerServiceService
InstalledInstalledBaseBase
InventoryInventory
HumanHumanResourcesResources
Shipping &Shipping &ReceivingReceiving
Maintain Global Data RepositoryCapture All Customer Information in Single Location
Eliminate Data Fragmentation
Provide Access to All Required Functions
Enable Tracking of All Interactions
CommonData
Repository
CommonData
Repository
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
• Customer Information
• Contract Entitlements
• Installed Base (Product History, Configuration)
• Service Request and Repair Order Status
• Returns / Shipments
• Contact Information
CommonData
Repository
CommonData
Repository
Depot AgentDepot Agent
RepairTechnician
RepairTechnician
Material HandlerMaterial Handler
Verify Entitlements Accelerate Response via Seamless Contract Integration
CustomerCustomer Depot AgentDepot Agent
ContractsContractsRepositoryRepository
• CoverageTimes
• Response Time Commitments
• Discounts
• CoverageTimes
• Response Time Commitments
• Discounts
InstantVerification
InstantVerification
Reduce Entitlement Violations and Prevent Contract Leakage
Search for SolutionsLeverage Shared Repair Knowledge
• Search knowledge repository for solutions• Improve quality using proven steps and processes• Contribute new solutions to repository
CustomerCustomer& Problem& Problem
IdentificationIdentification
• Interact with customer via numerous service channels• Collect information about customer • Understand customer problem including symptoms
DepotDepotPlanningPlanning
• Determine repair requirements• Assign resources to repair effort
KnowledgeKnowledgeRepositoryRepository
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
Oracle Depot Repair SolutionEnables You To…
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Support Multiple Repair FlowsAddress Virtually Any Customer Repair Request
RefurbishmentRefurbishment
ReplacementReplacement
ExchangesExchanges
Loaner, Repair Loaner, Repair and Returnand Return
Repair and ReturnRepair and Return
Short Short Customer Customer
Repair CycleRepair Cycle
Long Long Customer Customer
Repair CycleRepair Cycle
Internal Internal RepairRepair
NoNoRepairRepair
Customer Customer RepairRepair
Example: Loaner, Repair and ReturnMinimize Customer Downtime
ShipShipLoanerLoaner
ReceiveReceiveLoanerLoaner
Inspect &Inspect &RepairRepair
ReceiveReceiveDefectiveDefectiveProductProduct
ShipShipProductProduct
Key Benefits: Quality Repairs Using Predefined Processes Maintain Customer Productivity Track All Product Activities Within a Single Repair Order
Track Promise Date, Manage IssuesTrack Promise Date, Manage Issues
Example: Advanced ExchangeResolve Customer Product Issue
Key Benefits: Resolve Customer
Issues Quickly Process Defects in
Bulk for Scrap or Refurbishment
ReceiveReceiveDefective Defective ProductProduct
Ship Ship ExchangeExchange
BulkBulkProcessProcess RefurbishRefurbish Return toReturn to
InventoryInventory
ScrapScrap
Depot Internal ProcessingDepot Internal ProcessingCustomer InvolvementCustomer Involvement
Oracle Depot Repair SolutionEnables You To…
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Receive andReceive andInspectInspect
ProductProduct
InitialInitialEstimateEstimate
CompareCompareChargesCharges
ReviseReviseEstimateEstimate
RepairRepairProductProduct
• Provide an estimate to customer before receiving product • Leverage historical repair information
• Provide an updated estimate to customer after receiving product• Obtain customer approval before starting repair work
• Compare estimate to actual charges• Notify customer of concerns
Estimate and Approve WorkEnsure Agreement Between Customer and Depot
• Repair using predefined procedures
• Receive customer product• Perform visual inspection
• 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
• 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
Execute Repair Steps and ProceduresUse Proven Processes to Ensure Quality
Depot WorkbenchPerform All Functions through Single Workbench
CustomerCustomerinitiatesinitiates
service requestservice request
Auto-createAuto-createlogistics lines logistics lines
based on based on repair typerepair typeView repairView repair
orderorderdetailsdetails
Support multipleSupport multiplerepair orders perrepair orders perservice requestservice request
Oracle Depot Repair SolutionEnables You To…
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
• 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
• 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
Manage LogisticsExecute and Monitor Product Movement Efficiently
Depot Logistics TabTrack Product Movement and Status
View latestView latestproduct statusproduct status
Auto-create RMA and shipAuto-create RMA and shiplines based on repair typelines based on repair type
Receive and ship Receive and ship products seamlesslyproducts seamlessly
Enable cradle-to-grave Enable cradle-to-grave tracking using serial numbers tracking using serial numbers
and installed baseand installed base
Invoice CustomerProcess Charges Quickly and Accurately
Understand Repair Effort• Leverage knowledge base for
historical information
• Ensure agreement between customer and depot
Record Repair Charges• Debrief material, labor, & expenses
• Compare actuals to estimate
• Notify customer of discrepancies
Verify Contract Effectivity• Apply appropriate discounts
• Update warranties
Timely Billing• Review charges
• Submit charges for invoicing
EstimateEstimateChargesCharges
Process Process EntitlementsEntitlements
Invoice Invoice CustomerCustomer
DebriefDebrief
Update Repository• Update repair steps based on new data
• Modify resource requirements
Oracle Depot Repair Solution
Single customer view, integrated knowledge repositorySingle customer view, integrated knowledge repository
Improve Customer Interactions
Improve Customer Interactions
Repair flow management, repair order updates and status trackingRepair flow management, repair order updates and status tracking
Support Multiple Repair Flows
Support Multiple Repair Flows
Robust estimating process, proven steps and procedures, resource assignment and scheduling
Robust estimating process, proven steps and procedures, resource assignment and scheduling
Execute Efficient and Quality Repairs
Execute Efficient and Quality Repairs
Product movement execution and tracking, customer invoicesProduct movement execution and tracking, customer invoices
Streamline Repair Logistics & Invoicing
Streamline Repair Logistics & Invoicing
Oracle Service Products
Customers,Customers,
Suppliers,Suppliers,
Products,Products, ……
DevelopMarket
Sell
Order
Plan
Procure
MakeFulfill
ServiceService
Maintain
Finance
HR
Projects
Contracts
iSupport iSupport
TeleServiceTeleService
Service ContractsService Contracts
Depot Repair
Field ServiceField Service
Advanced SchedulerAdvanced Scheduler
Mobile Field SvcMobile Field Svc
Spares MgmtSpares Mgmt
Interaction CenterInteraction Center
iSupport iSupport
TeleServiceTeleService
Service ContractsService Contracts
Depot Repair
Field ServiceField Service
Advanced SchedulerAdvanced Scheduler
Mobile Field SvcMobile Field Svc
Spares MgmtSpares Mgmt
Interaction CenterInteraction Center
Evolution of Oracle Depot RepairEvolution of Oracle Depot Repair
…Released with 11i.9……Released with 11i.9…Existing Differentiators…Existing Differentiators… …New in 11i.10…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
• 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
• 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
• 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
30 Languages
Multiple Currencies
Customers in 100+ Countries
All Languages Installable in Same Unicode Instance
Support for Statutory and Customary Local Requirements
Support Global OperationsThink Globally, Act Locally
Modular ArchitectureImplement Based on Your Business Priorities
Tim
e
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
Lower Total Cost of Ownership (TCO)Run on a Single Global Instance
Consolidate Data Centersand Databases
E-Business On Demand
Low Cost Linux Hardware
App Admin
DB/AS Admin
Sys Admin
HW Admin
App Admin
DB/AS Admin
Sys Admin
HW Admin
Production Midtiers 100% Linux
Production DB RAC Cluster (Unix)
Demo Environments 100% Linux
Development 90% Linux
Outsourced Customers 70% Linux
Production Midtiers 100% Linux
Production DB RAC Cluster (Unix)
Demo Environments 100% Linux
Development 90% Linux
Outsourced Customers 70% Linux
Oracle’s Experience with LinuxOracle’s Experience with Linux
3x Faster, 5x CheaperEasy to Automate en MassHighly Reliable
Needs:Needs:Roles:Roles:OracleOracle
Manages:Manages:
50% Lower Cost50% Lower Cost
50% Better Svc50% Better Svc
Core CompetenceCore Competence
Predictable CostPredictable Cost
YouYouManage:Manage:
AvailabilityAvailability
SecuritySecurity
PerformancPerformancee
ChangeChange
ProblemsProblems
Standardized Open Integration Platform
• Business Events Infrastructure
• Industry Standard Protocols
• Centralized Integration Repository
Simplify B2B Integration, Application Connectivity,
and Process Management
Customers,Customers,
Suppliers,Suppliers,
Products, …Products, …
CustomerCustomerSuccessSuccess
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
Reduced service operations cost structure by 50%
Improved response time for customer queries
“Using the Oracle E-Business Suite, we've reduced costs throughout the organization…”
- Patrick Shannon, Dir of Business Transformation
“Using the Oracle E-Business Suite, we've reduced costs throughout the organization…”
- Patrick Shannon, Dir of Business Transformation
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
SummarySummary
Oracle Depot Repair Solution
Improve Customer InteractionsImprove Customer Interactions
Support Multiple Repair FlowsSupport Multiple Repair Flows
Execute Efficient and Quality RepairsExecute Efficient and Quality Repairs
Streamline Repair Logistics and InvoicingStreamline Repair Logistics and Invoicing
Oracle Depot Repair Solution
Improve Customer InteractionsImprove Customer Interactions
Support Multiple Repair FlowsSupport Multiple Repair Flows
Execute Efficient and Quality RepairsExecute Efficient and Quality Repairs
Streamline Repair Logistics and InvoicingStreamline Repair Logistics and Invoicing
DemoDemo
Know More. Do More. Spend Less.
