Presenters:

Mike Whitter: Monaco Coach CorporationJohn Lynch: Systems Management, Inc.

Implementing Service Management at Monaco Coach Corporation

Agenda• Monaco Coach Corporation

• Project Directives

• Implementation Strategy

• Service Applications

• Derived Benefits

Monaco Coach Corporation

• Formed in 1968 as Caribou Coach Corp

• Evolved into Monaco Coach in 1987

• Acquisition of Rambler Recreation 1989

• Acquisition of Beaver and Safari in 2001

• Headquartered in Coburg, Oregon

Monaco Coach Corporation

• Production facilities in:– Coburg, Oregon– Elkhart, Indiana– Wakarusa, Indiana

• Largest manufacturer of class A motorhomes

• Traded on the NYSE under the symbol MNC

Monaco Coach Corporation

Project Directives

• Stop using a heavily customized ERP system

• Resolve specific issues with:– Warranty tracking – root cause of repair

– Vendor returns – process on ERP system

– Service accountability – better tracking of internal costs

– Inventory management – perpetual inventory

Implementation Strategy

• Phased approach– Phase 1: data cleansing– Phase 2: financials, procurement, inventory, CRM– Phase 3: manufacturing, SFA

Implementation Strategy

• Process Driven Approach– Presented the process using hands on training– Conducted process modeling sessions– Used “Process Modeler” to revise the processes– Documented and presented:

• Process changes

• Role changes

• Control changes

• Program or data changes

Implementation Strategy

• Process Driven Approach– Configured the system– Reviewed configuration and process with process

owners– Documented the process using UPK

• Scripts used in Validation Phase

• End user training

Discover Analyze & Design

Construct Validate Go Live Refine

Implementation Strategy

• Implementation Tools– Oracle Process Modeler– Oracle User Productivity Kit (UPK)

SalesSales SupportSupport ServiceService

Customer Self ServiceCustomer Self Service

CRM CRM FoundationFoundation

Includes: Employees, Partners, Contacts, Customers, Notes, Product Information, Competitors, Calendars, To-Do & Activities, Action Plans, Email Merge, Mail Merge

•PIM Synch New

EnhacedNew

CRM Applications at Monaco

• Service Management– Equipment– Contracts (warranties)– Product Registration– Repair Orders and Billing– Warranty Claims– Vendor Chargeback

CRM Applications at Monaco

• Case Management– Call Creation and Tracking

• Recall notification (flash messages)

• Warranty information

• Owner history

– TREAD coding (failure analysis)

Equipment Records

(Coach definition)

CaseManagement(call tracking)

Contracts(warranties)

ServiceManagement

WarrantyClaims

Vendor Returns

RMA

CRM Applications

RepairOrders

Key Configuration Decisions

• Equipment definition– Product make and model– Coach attributes– VIN – Odometer readings

Key Configuration Decisions

Coach Definition• Safari ; Cheetah• 2006; Diesel, Rear bath, Air brake• 06ASF894809409• 460 miles

Attach warranties

Determine warranty periods

Uniquely identify coach• service• case tracking

Key Configuration Decisions

• Monaco Dealer Productivity– Product Registration– Warranty Claims– Part Orders

Key Configuration Decisions

CoachRegistration

Updates • Warranty start date• Odometer update• Location change

DealerSale

CallCenters

ServiceCenters

WarrantyClaims

MDEX (Dealer Portal)

Key Configuration Decisions

WarrantyClaimProcessing

Submit • Parts – standard cost• Labor – standard time and rates• Subcontracts amounts

DealerService Work

MonacoClaimProcessing

MDEX (Dealer Portal)

Process • Approve or deny claims• Pay Dealers

Key Configuration Decisions

Vendor Chargeback

Submit • Parts – standard cost• Labor – standard time and rates• Subcontracts amounts• RMA

Vendors

MonacoClaimProcessing

Process • Send product back • Receive credit

Key Configuration Decisions

• Service Orders (Repair orders)– Use CRM calendar function to schedule appts.– Use work order detail lines and attachments to

capture repair items– Use parts inquiry to better understand on-hand

inventory– Automatically add recall and TSI lines to the repair

order (custom)

Key Configuration Decisions

Create RepairOrder

• Coach details • Repair issues• Recall items• Track bill types

CustomerCall

PartsDepartment

RecallData

WarrantyClaims

Invoicing

Derived Benefits for Monaco

• Equipment and Registration Coach data (equipment) can be maintained by the

appropriate parties within Monaco.

On-line product registration drives more timely information

Quick Add capability allows dealers to process registrations accurately

Derived Benefits for Monaco

• Warranty ClaimsDefined process for handling claims using standard times

and costs (Repair Time Schedule)

Use data in warranty claims to drive chargeback process

RMA process to track returns

Derived Benefits for Monaco

• Vendor Chargeback Initiated a formal RMA process: better parts tracking

Warranty data drives larger percent of valid returns

Better defined process; smoother flow of information

Derived Benefits for Monaco

• Repair Orders Increased tracking of warranty and returned parts

Use data in warranty claims to drive chargeback

Tracking and reporting of RO line type:

• Customer pay

• Goodwill

• Bill to customer service

Questions?