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Maximize Your Potential with SMILE Service Management Integrated with Logistics Engineering

Michael ParsonsSenior Director

BREAKDOWN OF LIFECYCLE COSTS OF A MACHINEPercent

PROFIT MARGIN COMPARISONPercent

The Aftermarket Represents a Large and Profitable Opportunity for Manufacturers

Sources: Deutsche Bank, Morgan Stanley, U.S. Department of Commerce, Accenture Survey of European Capital Good Manufacturers

NewMachinery

Spare Parts Consultation Repair

10%

Service lifecycle management:• Promotes more growth opportunities• Delivers higher margins• Lowers capital expenses• Increases the number of meaningful customer interactions

8% 11% 12%

92% 89% 88% 88%

12%

Air

craf

t

Tru

cks

Mac

hin

ery/

Fac

ilit

ies

Tra

nsp

ort

ers

Services

NewProduct

2.3%

But Potential is Limited by Inefficient Infrastructures

Sources: AMR Research; Aberdeen Research; Oracle Insight, Question" What Technology Solutions Currently in Use to Support Service Delivery”

AFTERMARKET SERVICES LAG PRODUCT IT INVESTMENTS AND SPEND IS NOT ON CRITICAL COMPONENTS NEEDED TO DRIVE PRODUCTIVITY AND VISIBILITY

60%

56%

43%

38%

35%

30%

23%

ERP

Excel

Analytics

Services Parts Planning

Warranty Mgmt.

Asset Repair

Field Service Routing

20%

80%

IT Investments

Service Focused IT

Product Focused IT

• 80% of IT investments support product-centric legacy and core ERP applications

• Higher value returns can be realized if more service-centric IT investments are made

© 2011 Oracle Corporation – Proprietary and Confidential

Web Email Call Center Field Service Distributors

Product Configuration

Product Configuration

Customer Account

Mgmt

Customer SR / Ticket Tracking

Customer SR / Ticket Tracking

Call CenterCall

Center

Product Defect Mgmt

Product Defect Mgmt

Product & Pricing Mgmt

Order Mgmt & Invoicing

Order Mgmt & Invoicing

Inventory Planning

Inventory Planning

Product Analytics

Workforce SchedulingWorkforce Scheduling

Warehouse Mgmt

Coordinated

Sales & Service

Coordinated

Sales & Service

Order Promising & Availability

Product History

Demand Forecast & Sales Planning

Demand Forecast & Sales Planning

Project Mgmt / Installation

Project Mgmt / Installation

Partner Management

Contract Management

Customer Analytics

Warranty & Entitlement

Mgmt

RMA & Service Order

Management

RMA & Service Order

Management

Service

Analytics

Vendor Managed Inventory

Vendor Managed Inventory

Sales Demand Analytics

Logistics

(Fulfill / Ship / Replenish)

Logistics

(Fulfill / Ship / Replenish)

Asset Mgmt & Diagnostics

Asset Mgmt & Diagnostics

Technical Knowledge

Mgmt

Problem Resolution Database

Problem Resolution Database

That Limit Collaboration and Efficient Service Delivery

Customer

SMILE is the solutionIntegrated Customer Centric Service Solution

OBIEE

Sales &Support

Planning

Engineering

Analysis

Customer

•Service

•Management

•Integrated

•Logistics

•Engineering

© 2011 Oracle Corporation – Proprietary and Confidential

Analytics

Sales Customer Support Logistics & Operations

Customer SR Tracking

Customer SR Tracking Call CenterCall Center

Order Promising & Availability

Order Promising & Availability

Contract Management

Contract Management

Workforce SchedulingWorkforce Scheduling

Partner Management

Partner Management

Pricing MgmtPricing MgmtCoordinated

Sales, Service & Product

Coordinated Sales,

Service & Product

Customer Acct MgmtCustomer Acct Mgmt

Order Mgmt & Invoicing

Order Mgmt & Invoicing

RMA & Service

Order Mgmt

RMA & Service

Order Mgmt

Inventory Planning

Inventory Planning

Demand Forecast &

Sales Planning

Demand Forecast &

Sales Planning

NPI Management

NPI Management

Warranty & Entitlement

Mgmt

Warranty & Entitlement

Mgmt

Warehouse ManagementWarehouse

Management

Logistics

(Fulfill / Ship / Replenish)

Logistics

(Fulfill / Ship / Replenish)

Vendor Managed Inventory

Vendor Managed Inventory

Enabling Collaborative & Efficient Service Delivery

Customer Service Technical ContentDemand ManagementProduct Data Mgmt Service Parts Planning Knowledge Mgmt

Web Email Call Center Field Service Distributors

Customer

Product Management

Quality Management

Quality Management

Manufacturer managementManufacturer management

ECO Management

ECO Management

Product DefinitionProduct

DefinitionProduct

ConfigurationProduct

Configuration

Technical Knowledge

Management

Technical Knowledge

Management

Customer and Product Information

SOA Foundation

© 2011 Oracle Corporation – Proprietary and Confidential

With the Best of Breed Solution Components

Siebel•Spare Parts Sales•Service Requests•Warranty Management•Knowledge base

Demantra•Spare Parts Forecast•New Part Introduction Planning

Agile•Product Master•Document Master•Engineering Change•Quality Audit

SOA•Application Integration Architecture

Oracle BI EE

Oracle Performance Management

Spare Parts Planning & Management

Customer Identification, Validation & Management

Product Control, Analysis & Rectification

Key Capabilities• Central customer contact point• Track and trace all communication• Verify customer warranties and service

agreements • Prioritize and optimize service requests• Intelligent routing of service requests to right

people• Collaborative service research & resolution

among engineers

Key Benefits• Increase customer satisfaction• Optimize support efficiency to reduce costs• Automate processes to reduce case

management costs• Self-Service support to reduce costs

Key Capabilities• Collaborate, share and control the re-design

process• Track and mange quality issues and new part

introduction• Identify & rectify product design issues• Proactively monitor in field product

performance• Centralize product information

Key Benefits• Improved quality control through effective

analysis and rectification• Reduce costs by optimized component

reliability • Shorten issue resolution lead time through

improved collaboration

Key Capabilities• Optimized service supply chain planning for

spares• Efficient handling of returns• Automate parts replenishment based on lead

times• Sophisticated forecasting methods and

algorithms• Automated spares dispositions and returns

Key Benefits• Reduce inventory costs through better planning• Reduce planning cycle times and associated

costs• Increase customer service levels • Increase on-time deliveries

Delivering an Integrated Service Strategy

OBIEE

Eliminating Disjointed Processes Across Engineering, Sales and Services

• Limited visibility into forecasts, engineering, promotions, install base, warranty and trend data inhibits service delivery• Disjointed analytics prevents the

identification, packaging and delivery of profitable service offerings

• Lack of integration between installed-base, inventory, workforce and SLA information increases resolution times and undermines asset availability• Products and Aftermarket

services are sold and marketed separately

Production Lifecycle Management

Sales and Marketing

Production and Demand Planning

Production

Logistics and Transportation Management

Aftermarket Sales and Service2

1

3

4 5

6

7

Customers

Product performance

Designrequest

Demandinformation

Order status

Delivery information

Integration & Analytics

Bringing a SMILE to EveryoneService Management Integrated, Logistics, Engineering

8

Customer Service Management

9 Sales Planning

INTERNAL USE ONLY: All capabilities and dates are for planning purposes only and may not be used in any contract

Medical Devices, USA (East Coast)

OVERVIEW

Haemonetics Corporation is the world’s leading supplier of blood processing systems. It has been recognized for its product innovation, technical expertise, and operational excellence.

CHALLENGES / OPPORTUNITIES Replace inefficient, manual paper-based

processes and decentralized systems to improve collaboration

Enable best-practice integration to improve product development processes and accelerate time to market

Reduce operating expenses with fact-based decision making

Optimize compliance assurance efforts

SOLUTIONSAgile PLM to streamline product development,

improve productivity and resource efficiency, and aid decision making:

Agile Product Collaboration Agile Product Quality Management Agile Product Cost Management Agile Product Portfolio Management

CUSTOMER PERSPECTIVE

“The transparency that Oracle’s Agile solutions deliver across our globally dispersed organization provides us with a competitive advantage. Agile has helped us not only to improve documentation control, but also demonstrate quality compliance to the regulatory organizations with which we work―a key benefit during in-depth audits.”

– Pam Spear, Vice President Quality Systems

RESULTS Realized US$1.9 million cost savings in fiscal

year 2005 Improved professional resource efficiency by

25% by reducing ECO cycle time Facilitated 21 CFR Part 11 compliance Reduced change package cycle times by

more than 30 days Expanded access to documents and

increased the number of documents under control by more than 30%

Provided global visibility to real-time data, including pending changes and product change history

Haemonetics

Copyright ©2008, Oracle. All rights reserved. Oracle Confidential

Tyco Healthcare Inc

COMPANY OVERVIEW Tyco Healthcare Inc. is a leading manufacturer, distributor &

supplier of medical products worldwide with an annual sales of US $9 BB in 2004.

CHALLENGES/OPPORTUNITY High cost of managing critical Product Record data & quality

control data scattered on multiple systems (electronic & paper)

Cumbersome process to make performance comparisons between 90 manufacturing facilities due to numerous scattered paper-based systems

Significant need for improved visibility into dynamic supplier and commercial information to reduce costs during product development process

Lack of robust audit & change control capabilities for compliance with 21 CFR Part 11 during Design and Production phases

SOLUTIONS Oracle Product Collaboration

RESULTS• Significant improvement in product

development cycles • Cost improvement in document control

functions• Improved quality levels due to automated &

synchronized workflow• Fast and reliable management of records in

compliance with 21 CFR Part 11 resulting in decreased audit time & increased auditor confidence

• Improved Product Record visibility across design & manufacturing facilities

CUSTOMER PERSPECTIVE“A significant, but necessary effort, with significant rewards.”Marjorie J. Smith, Director, Corporate IS

CPG/Medical Device, NA West

Service Management Integrated with Logistics Engineering

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Appendix