1 onsite service & parts inventory management solution direct customer stocking solution
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Onsite Service & Parts Inventory Management Solution
Direct Customer Stocking Solution
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Strategic Advantage
Enhanced Service Offerings
Brand Reinforcement/Loyalty
New Revenue Opportunities
Customers Satisfaction• Customers Want It
Beyond 3PL Reach
Global Visibility & Control of Supply Chain• Beyond the ERP,MRP• Consumption Data
Service, Service, & Service
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plan Assessment, Design and Implementation Services
IT ArchitectureSoftware MigrationSystems Consolidation
Deployment Services
Asset DiscoveryApplication PackagingImage ManagementCustom Factory IntegrationInstallation
Asset Recovery, and Recycling ServicesDisposal DonationValue Recovery Lease Return
Training Dell Hardware Training and CertificationServices Infrastructure Software Training and Certification
PC Skills and Professional Development Training
Enterprise SupportServicesPlatinum, Gold, Silver SupportBasic SupportDell/EMC Maintenance
Client SupportServicesGold Technical SupportBasic SupportCompleteCareTM
Dell Inc. Seven Infrastructure Service Suites
implement
maintain
ManagedLifecycleServices
Enterprise: server/storage Client: desktop/notebook
4Technician will be dispatched if necessary in parallel with phone-based troubleshooting for Severity Level 1 issues on systems with Gold or Platinum two-hour or four-hour on-site response service. Service may be provided by a third party. Subject to parts availability, geographical restrictions and terms of service contract. Service timing dependent upon time of day call placed to Dell. U.S. only.
Dell’s Enterprise Support Provides Flexible Options to Maximize Uptime and Better Manage Costs
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• Identify & eliminate gaps• Improve Capabilities WW• BoB implementation for
Cost and CE• Encourage cross-regional
ownership
Deployment
WW Leader:
Enterprise Command Center
WW Leader:
Enterprise Service Force
WW Leader:
Technical Account Managers
WW Leader:
4-Hr Parts/Log WoB to BoB
WW Leader:
4-Hr DSP WoB to BoB
WW Leader:
Same Day Planning Tool
WW Leader:
Server
WW Leader:
Storage
WW Leader:
WW Leader establishes WW teams and
governance
Team defines Quarterly Goals and FY Priorities
ETF Conference call early each quarter to
give ETF Steering Committee overview of
teams and quarterly objectives
(10 minutes each)
WW Leader responsible for driving successful completion of goals
worldwide
ETF Conference call at EoQ prior to WWSC face-to-face to report results
(15 minutes each)
Frequency/Structure of Operational meetings necessary to achieve
goals determined by team
Governing Globally - ETF Framework
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Focused Enterprise Services Organization w/ Fully Integrated End to End Support Accountability
DeploymentDeploymentSolution Design /
Operations
Solution Design /
OperationsPhone
SupportPhone
Support
Field Service & Logistics
Field Service & Logistics
CustomerCustomer
Enterprise Command Center
End-to-End Enterprise Accountability
Red until Proven Green Mentality
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• 5 Enterprise Command Centers • 15 Enterprise Expert Centers• >3,000 certified professionals• >350 local 4-hr parts depots
• 2 million annual Enterprise Support calls• 120,000 annual customer “cases”• 4,000 SAN deployments
Dell Has Invested in a Global Infrastructure to Better Support Mission Critical Systems
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• CENTRALIZED, END-TO-END
• 24 X 7 X 365 OPERATIONS
• PROVIDING BUSINESS CRITICAL INCIDENT MANAGEMENT
• PROACTIVE EVENT MONITORING
• CRISIS MANAGEMENT
ECC Geographic Mapping Tool ECC Dispatch Monitoring Tool
This Infrastructure Includes Enterprise Command Centers for Proactive Problem Management
Americas EMEA Japan China
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• Clear Vision of Customer Expectations
–Support from the Top
–Listening Posts
• Monitor Progress: Measures and Goals
–CE Metrics
–Customer Feedback
• Ability to Respond: Drive Changes / Improvements
–BPI
Clear Vision of Success
Clear Vision of Success
Monitor & Measure Progress
Monitor & Measure Progress
Respond Quickly
Respond Quickly
BPIModel
1. DefineWhat’s the problem?
Who can fix it?What’s the process?
1. DefineWhat’s the problem?
Who can fix it?What’s the process?
2. MeasureCan I explain a
problem with data?
2. MeasureCan I explain a
problem with data?
3. AnalyzeWhat’s the real
problem?
3. AnalyzeWhat’s the real
problem?
4. ImproveLet’s improve the
process!
4. ImproveLet’s improve the
process!
5. ControlDid we improve?Was Customer
Satisfied?
5. ControlDid we improve?Was Customer
Satisfied?
6. Report
Tell others.6. Report
Tell others.
Critical Success Factors
Using Dell’s BPI Process (Six Sigma) to methodically reduce process variance
Critical Success Factors
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Tech Support
Americas Enterprise LogisticsRight Part, Right Place, Right Time
Pick, Pack and Ship
Parts Dispatched
Parts ReplacedDefective Parts
Returned
Functions
• Distributed Inventory Planning
• Service Parts Delivery
• Returns Management
• Latin America Repair
• International Logistics
• Custom Services for the Americas
• Onsite Parts Management
Scope
• Next Business Day (NBD) in Canada and Latin America
• 4HR in all of the Americas
• 2HR in USA
• Global Programs/Solutions
• OCONUS/Kuwait Hub
• Global Customer
• Onsite Parts
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Custom Services
Activities/Systems
• Out of Range - Support for customers located out-of-range from local parts / service depot
• Datacenter Moves - Proactive parts stocking / support• Customer Specific part stocking levels – Customer funded per agreement • Dedicated customer hubs• Onsite spare parts for Self-Maintainers
Cu
sto
m
StorageStorage - - Inventory Inventory Cages/Lockers/RoomsCages/Lockers/Rooms
Secure, controlled onsite inventory
• Secure Storage Cabinet• Wireless or Direct Network
connectivity• Wireless scanner
• Web based stock scanning • Customer provides PC and
storage units
OISOIS - - Online Inventory SystemOnline Inventory System
Traceable, controlled onsite inventory
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Spare PartsInitial seed stock of spare parts, customized and planned to support customer’s onsite Dell systems, with option to include non-Dell product service parts
Service Contracts • 3 year service and support; 7 x 24 x 365• Global offering through custom services
Online Inventory management Web Site• View sites on-hand stock, shelf location, description and substitutions.• 48 hour automated part replenishment.• Online Reporting and Activity History.• Purge/Audit notification
Onsite Parts Service Provides Availability 7x24x365
Online ServiceOnsite PartsOnsite Parts Service ContractsService Contracts
Gold Enterprise Support
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OPS – Locker Offering
Secure Storage Cages/Cabinetsor Room
Access Control
• Pin Number• Smart Card• Online Unlock
Online Service Provides a password protected logon to site specific views.
Online access to many features and reporting functions
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Scan Based Inventory Management
Locker based scanning
Easy Scan based functionality
View On hand Inventory • Plan part • Sub part • Part Description • Shelf location
Sort stock online by any column.
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Implementation Steps
StageStage
• Identify Onsite users
to access locker
• Order Solution equipment
• Order seed stock
Install
• Receive equipment & install / establish connectivity
• Create access cards for users
• Receive Inventory & stock
LaunchLaunch
• Log on
PlanPlan
Define Product to support
by qty & location.
~Service Tag List or
~Product type/ configuration
Determine appropriate stock
Determine locker requirement
Dell Inventory Solution can be implemented quickly & seamlessly.
Average 90 Days
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Service and Replenishment DELL
Seed StockDemand Analysis
Inventory ChangesReplenishment
CUSTOMERWarrantyBreak-Fix
Transactions & PINew Product Notification
Return Parts
SeeControlWeb Interface
Inventory, Location, Reports Part Data
Supply and ReplenishmentReturn
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Onsite Product Guide
Choose one of these standard options or let Dell build an onsite solution for you, customized to meet the needs of yourenvironment.
Pricing, specifications, availability, and terms of offers may change without notice. Taxes, fees, and shipping and handling charges are extra, and vary. Dell cannot be responsible for pricing or other errors, and reserves the right to cancel orders arising from such errors.
Product Locker Solution Online Inventory Service
MaximumSite
Storage Limit
6 Lockers = 1 Main 5 Auxiliary Units
4 shelving Units
Gen
eral
Info
rmat
ion
Solu
tion
Fit Security
Features
HIGHSecure lockervisibility to all
activity
LOWInventory security
is a low priority
Space Requirements
Floor space, power, dedicated
IP address
- Secure storage area - PC w/ IP connectivity within view of inventory
OPS
Hardware
Heavy Steel Cabinet 7 x 4 x 2 425 lbs
Secure accessInventory Manager Real time IP connectivity
USB barcode scannerattached to a
customer provided PC
Cust
omer
Re
quire
men
ts
ResourcesAssign 2 personnel – site administrator
and site user
Assign 2 personnel – site administrator
and site user
Site Mgt Responsibilities
- Purchase of solution and initial seed stock - Systems supported have current service contracts - Scan inventory in and out - Retain AWB info for returned parts
- Purchase of solution and initial seed stock - Systems supported have current service contracts - Scan inventory in and out - Retain AWB info for returned parts
Heavy Steel Cabinet7ft. X 24ft. X2ft. 425 lbs.