ebs service management steven moses principal crm sales consultant, oracle field service, depot...

EBS Service Management

Steven Moses

Principal CRM Sales Consultant, Oracle

Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008

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

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement


Agenda

• Service Management – Business Challenge• Solution Overview

• Field Service• Depot Repair

• R12 Enhancements


Service Management: At-a-Glance

Resource & Parts Planning

Dispatch & Repair

Closeout & Billing

• Identify andCapture Issues

• Create Work Orders

• Optimize Technician& Resource Schedules

• Assign Inventory

• Dispatch Technicians

• Repair / Resolve Issue On-Site

• Debrief on Time and Materials

• Create andSend Invoice

• Reconcile Inventory

“For manufacturing clients, product service accounts for 24% of the revenue and 45% of the profit with 20% of the IT investment of sales.”

-- Research highlighting the importance of Field Service Management

Eric Ho

New quote

eBiz Support

Anand to get new quote.Should this be a close loop type slide???


BusinessIntelligence

AssetManagement

CRM

WorkforceManagement

Repair,Return,

Warranties

Service Parts

• Inventory Management• Parts Demand Mgmt• Fulfilment Operations

• Entitlements Processing• SLAs

• Routing, Directions• Content Management• Escalation Support

• Mobile Applications• Technician Process

Support

• Preventative Maintenance• Lifecycle Management• Asset Optimization, Availability

Sources: Accenture, Gartner

Field ServiceProcesses

Mobile Technician

ServiceContracts

• Call Center• Case Management• Cross-sell, Upsell

• Reverse Logistics• Refurbish, Recall,

Remanufacture• Claims Processing

• Skills, Territories• Scheduling• Capacity Planning

Service Management Scope


Service Management– A Key Opportunity Area

Source: D.F. Blumberg Associates and AFSMI High Tech Service Business Optimization Study

Improvement Area Industry Avg Best Practice % Change

Revenues per Technician $178,000 $254,000 + 43%

Pre-Tax Profit 18% 41% + 128%

Utilization 55% 86% + 56%

Cost per Site Visit $208 $143 - 69%

Calls per Repair Completion 1.4 1.1 - 21%

Repair Turnaround 5.8 days 3.2 days - 45%

Logistics Oper. Costs as a % of Total Cost 13% 10% - 23%


Agenda




Oracle Service Management Solution

Shipping /Receiving

Orders &Cases

Invoices &Payments

MarketingOffers

Inventory

IntelligenceCustomer/Prod Info,Knowledge Base

SecureAccessSecureAccess

Self-Service

Depot RepairAgent Assisted

Field Service

AnalyzeAnalyze DebriefDebrief Close& BillClose& Bill

Repair /ResolveRepair /Resolve

Identify & VerifyIdentify & Verify

Workflow AutomationWorkflow Automation

PrioritizePrioritize

DeliveryOptions

Plan &Schedule

Plan &Schedule

Service Parts LogisticsSelf-

Service

Email

Phone

In Person

Channels Users

Agents

Analysts

Customers

Mobile

Proactive ServiceRapidResolution

Contract Entitlements / Warranties


CapabilitiesCapabilities BenefitsBenefits

• Access at any time (24x7)

• View transactions (e.g. orders, returns, shipments, invoices)

• Update contact and product info

• Solve issues using forums and knowledge base

• Request live help

• Log issue using flexible service request options (e.g. employee service request against assets)

• Present marketing offers / up- & cross-sell

• Access at any time (24x7)

• View transactions (e.g. orders, returns, shipments, invoices)

• Update contact and product info

• Solve issues using forums and knowledge base

• Request live help

• Log issue using flexible service request options (e.g. employee service request against assets)

• Present marketing offers / up- & cross-sell

• Quickly resolve issues and inquiries

• Reduce number of issues logged

• Decrease call centerinteractions

• Ensure accuracy of customer information

• Promote lower cost service channels

• Increase service options

• Reduce support costs

• Quickly resolve issues and inquiries

• Reduce number of issues logged

• Decrease call centerinteractions

• Ensure accuracy of customer information

• Promote lower cost service channels

• Increase service options

• Reduce support costs

Enable Self-ServiceAllow Customers / Employees to Quickly Resolve Issues

Self-Service


Agent Assisted ResponseSimplify and Speed Resolution

• Match customers and agents based on business rules and policies

• Support any customer service need such as bills, orders, info requests, etc.

• Support efficient guided interactions with comprehensive scripting

• Effectively manage issues to meet contractual response time

• Provide CSR context and data for up- and cross-selling

• Customer Info• Transaction Info • Knowledge Base • Repair History

• Customer Info• Transaction Info • Knowledge Base • Repair History

CustomerService

IdentifySolution

CaptureIssue

Resolve Issue

Customer

Phone

Email / Web

CommonRepository

• Customer Value

• Security / Access

• Routing andAssignments

Rules & Policies

AgentAssisted


Multi-Channel Interaction CenterUtilize Best-In-Class Tools and Technologies

AgentAssisted

Agents

Scripted dialogue

Customers / Employees

Web Collaboration

Integrated Email Response

Integrated Telephony

• Quickly and accurately provide email response for seamless, “one touch” resolution

• Optionally hosted via Siebel Call Center on Demand

• Optionally integrate directly with 3rd party telephony systems

• Enable real-time agent access to remotely control customer’s PC desktop to diagnose and resolve issues


DispatchField

TechniciansOptimizeSchedule

CreateField Work

Order

IdentifyResolution

Needs

Invoice Customer

Debrief

ResolveOn-Site

SpareParts

• Allow Connected and DisconnectedMobile Capabilities

• View Customer and Issue Information Remotely

• Capture Product Usage from Field

• Debrief via Voice

Improve Field OperationsAddress Needs at Customer Preferred Place and Time

FieldService


Agenda• Service Management – Business Challenge

• Solution Overview• Field Service• Depot Repair

Enables you to…

Oracle Field Service Solution

Support Multiple Business Processes

Optimize Schedule and Dispatch of Field Personnel

Support the Mobile Workforce

Efficiently Manage Service Parts Inventory


Support Multiple Business ProcessesAddress Virtually any Field Service Request through any Source

Self-Service

Agent-Assisted

Sales Order

Maintenance Schedule

Source

Project Request

Break-Fix

Move

Preventive Maintenance

Deliver / Install

Upgrade / Change

Business Processes

Machine-to-Machine

Field Change Order


Key Benefits: Correct part & skilled technician arrive together

Quality service using predefined processes

Bill customer properly factoring contracts

Minimize repeat visits

Track Promise Date, Manage Issues, Verify Entitlements

Example: Break-FixMinimize Customer Downtime

Optimize &Dispatch

Inspect &Repair

ReturnParts

Invoice and Bill

DefectiveProduct

• Self-Service• Agent-Assisted• Machine Notification


CreatePM Programs

DispatchTechnicians &

Perform PM

OptimizeSchedule

Debrief & Invoice

• Define programs (default schedule, resources, items)

• Sell program coverage through Service Contracts

• Forecast maintenance schedules

• Auto-generate maintenance requests for execution

• Auto-schedule resources, including spare parts and equipment

• View customer and preventive maintenance work information remotely

• Execute maintenance work against established procedures

• Remotely debrief time, labor and materials

• Invoice customer

• Feedback results to plan to adjust timing of next PM activity

Example: Preventive Maintenance (PM)Support Advanced Scheduling Needs, Reduce Breakdowns


Advanced Resource SchedulingIncrease Customer Satisfaction and Service Output

Business Processes

• Field Repair• Preventive Maintenance• Inspections• Installations• Deliveries• Field Change Orders

• Appointment Booking• Window-to-Promise• Batch Scheduling• Batch Optimization

ScheduleOptimization

Scheduling Criteria

ResourceAvailability

SparesInventory

ResourceSkills

Travel Time Contracts/Priority

AssetLocation

Dynamic Schedule RebalancingAutomatic schedule adjustment based on actual field activity

Spares Inventory CheckReal-time visibility to supply chain

OptimizedSchedule

Scheduling Options


Utilize Digital Maps to Route Reps Minimize Drive Time, Maximize Customer Face Time

• Drive service revenue by enabling maximum number of service visits for each service representative

• Drive cost reduction by reducing mileage, travel time, and cost

• Visualize via a rich map user interface

Optimizing street-level routes enables you to:

Dispatch Center for Exception SchedulingPerform All Scheduling Activities in a Single Location

Intuitive Cell Intuitive Cell NomenclatureNomenclature

Context sensitiveContext sensitivemenu options & menu options & pop-up screenspop-up screens

Intuitive cellIntuitive cellnomenclaturenomenclature

Time zone Time zone toggletoggle


AlternateAlternateGantt viewGantt view

Plan Board View

Dispatch Center for Exception SchedulingPerform All Scheduling Activities in a Single Location


Gantt View

AlternateAlternatePlan viewPlan view

Icons for visual Icons for visual display of critical display of critical

informationinformation

Interactive Gantt Interactive Gantt (drag ‘n’ drop)(drag ‘n’ drop)

Tool Tip for Tool Tip for task detailstask details


Mobile Access for TechniciansCommunicate and Conduct Business Remotely

• Rapidly access critical customer & product data

• Resolve issues quickly

• Increase efficiency

• Meet customer expectations

• Ensure accuracy of issue / repair status

• Enable escalations

• Rapidly access critical customer & product data

• Resolve issues quickly

• Increase efficiency

• Meet customer expectations

• Ensure accuracy of issue / repair status

• Enable escalations

• Wireless Real Time

• Wireless Store & Forward

• Voice / IVR

PDA Cell PhoneLaptopSmartphone

Connectivity Options


Field Service Technician PortalHTML-Based, Easy to Use and Configure, Low Cost

Order, return,Order, return,and receiveand receivespare partsspare partsRecord labor, Record labor,

material, and material, and expensesexpenses

Receive &Receive &complete jobcomplete jobassignmentsassignments

Update SR Update SR info real-timeinfo real-time

Create SR andCreate SR andfollow-up taskfollow-up task

View & update View & update installed base installed base configurationconfiguration


Interactive Information CaptureRecord Results of Key Service Request Tasks

Signature Capture

Task Debrief

Task Completion

Additional Tasks:• Obtain driving

directions and maps

• Access knowledge base

• View on-handinventory

• Self-Scheduling


ProductionEquipment

• Technician usage• Installed base• Customer svc levels• Delivery costs• Lead times• Safety stocks

Part

Req’s

Planner

• Assignments / orders based on:

- 1st: Excess inventory

- 2nd: Defective part repair

- Last: New buy of parts

• Automatic replenishment

• Advanced parts search

• Multi-echelon, multi-orgconsiderations

• Emergency / priority part orders & tracking

• Parts recovery

Supplier

PurchaseOrders

Parts

PartsMove

Order

Service Parts PlanningDelivery /

Reverse Logistics

TechnicianWarehouse

RequirementsTracking

Service Parts ManagementReduce Inventory Costs and Resolution Time


Service Parts PlanningEnsure Parts are Available Where and When Needed

Input

On-Order

Forecast

PlanningParameters

UsageHistory

DefectiveReturns

Supersessions

Inventory

SPP

Engine

Planned Orders

• Excess• Repair• New-Buy

OtherRecommendations

• Excess on-order• Reschedules• Unutilized inventory• Review superseded

parts

Output


Warehouse Replenishment PlanningUtilize a Time-Phased View of Planning Recommendations

Total forecasted Total forecasted requirements for requirements for

part at this part at this warehousewarehouse

What is currently What is currently on order and how on order and how

it will affect the it will affect the future balancefuture balance

Recommendations made by Recommendations made by Spares Mgmt -- Transfer excess Spares Mgmt -- Transfer excess parts from other warehouses; parts from other warehouses; Repair parts; Buy new partsRepair parts; Buy new parts

Time-Phased ViewTime-Phased View


SupplierRepair

Execution

• Defective service parts first consolidated• Planning / demand triggers repair of parts • Support for one-off product repair

• Supersessions to repair down-level parts • Advanced exchange repair option• Enable repair order tracking

Integrated Reverse LogisticsEffectively Return Broken / Used Parts for Disposition

CentralCentralWarehouseWarehouseDefectiveDefective

RegionalRegionalWarehousesWarehouses

DefectiveDefective

MetroMetroWarehousesWarehouses

DefectiveDefective

FieldFieldTechniciansTechnicians

DefectiveDefective

Defective Parts Flow

CentralCentralWarehouseWarehouse

UsableUsable

RegionalRegionalWarehousesWarehouses

UsableUsable

MetroMetroWarehousesWarehouses

UsableUsable

FieldFieldTechniciansTechnicians

UsableUsable

Excess Parts Flow

Usable Parts Flow to TechnicianNew Buy

from Supplier

CustomerInstalled

Base


DemonstrationDemonstrationDispatch CenterDispatch Center

DebriefDebrief


Agenda• Service Management – Business Challenge

• Solution Overview• Field Service• Depot Repair

Enables you to…

Oracle Depot Repair Solution

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing


Manage Product ReturnsSupport Complete Logistics & Repair Processing Needs

DepotRepair

BillingMfg &

InventoryShipping /Receiving

HumanResources

Contracts

Exchanges

Depot Repair

Direct Product Return

• Leverage Proven Processes & Procedures to Ensure Quality

• Enable Third Party Repair Processes

• Track Repair Status and Actual Costs

• Automatically Update Product Configuration and Repair History

Receiveand

Inspect

Estimate and

Approve

Planand

Schedule

Store,Ship

DebriefandBill

Repair,Refurbish,Reclaim

IdentifyResolution

Needs

Send Loaneror Exchange

IdentifyResolution

Needs

GenerateRMA


ShipLoaner

ReceiveLoaner

Inspect &Repair

ReceiveDefectiveProduct

ShipProduct

Key Benefits:

Quality Repairs Using Predefined Processes

Maintain Customer Productivity

Track All Product Activities Within a Single Repair Order

Track Promise Date, Manage Issues

Example: Loaner, Repair and ReturnMinimize Customer Downtime


Key Benefits: Resolve Customer

Issues Quickly

Process Defects in Bulk for Scrap or Refurbishment

ReceiveDefective Product

Ship Exchange

BulkProcess Refurbish

Return toInventory

Scrap

Depot Internal ProcessingCustomer Involvement

Example: Advanced ExchangeResolve Customer Product Issue


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

• Repair using predefined procedures

• Receive customer product• Perform visual inspection

Estimate and Approve WorkEnsure Agreement Between Customer and Depot


• 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


CustomerCustomerinitiatesinitiates

service requestservice request

Auto-createAuto-createlogistics lines logistics lines

based on based on repair typerepair type

View repairView repairorderorder

detailsdetails

Support multiple repairSupport multiple repairorders per service requestorders per service request

Example: Centralized Repair ProcessingPerform All Functions through Single Workbench



Example: Role-Based Repair Execution Evaluate, Execute and Debrief Repair with Minimal Clicks

Evaluate Debrief

Execute

Act on mostAct on mostcommoncommon

requirementsrequirementsIssue materialsIssue materialsand resourcesand resources

Select andSelect andcompletecomplete

repair stepsrepair steps



• 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


View latestView latestproduct statusproduct status

Auto-create RMA and shipAuto-create RMA and shiplines based on repair typelines based on repair type

Enable cradle-to-grave Enable cradle-to-grave tracking using serial numbers tracking using serial numbers

and installed baseand installed base

Depot Logistics TabTrack Product Movement and Status

Receive and ship Receive and ship products seamlesslyproducts seamlessly


Bulk Receive with Exceptions ProcessingTrack Product Movement and Status

• Get items in house

• Automatic ownership transfer at time of receipt

• Exceptions processing Scan item Scan item informationinformation

Auto-create Auto-create SR, ROs SR, ROs

and RMAsand RMAs

Resolve warnings Resolve warnings before further before further

processingprocessing


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

EstimateChargesEstimateCharges

Process Entitlements

Process Entitlements

Invoice CustomerInvoice

CustomerDebriefDebrief

Update Repository• Update repair steps based on new data

• Modify resource requirements

Invoice CustomerProcess Charges Quickly and Accurately


DemonstrationDemonstrationDepot Repair – Bulk OrdersDepot Repair – Bulk Orders


Agenda



• R12 Enhancements


Field Tech Admin Portal


Agenda



• R12 Enhancements• Questions and Answers?


•THANK YOU

ebs service management steven moses principal crm sales consultant, oracle field service, depot...

Documents

contract service management

service options

oracle field service

employee service request

product service accounts

planning purposes

lower cost service channels

information purposes