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EBS Service Management

EBS Service Management. Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008. Steven Moses Principal CRM Sales Consultant, Oracle. Safe Harbor Statement.

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EBS Service Management

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  1. EBS Service Management Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008 Steven Moses Principal CRM Sales Consultant, Oracle

  2. Safe Harbor Statement 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.

  3. Agenda • Service Management – Business Challenge • Solution Overview • Field Service • Depot Repair • R12 Enhancements

  4. Agenda • Service Management – Business Challenge • Solution Overview • Field Service • Depot Repair • R12 Enhancements

  5. “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 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

  6. Service Management Scope • Preventative Maintenance • Lifecycle Management • Asset Optimization, Availability Asset Management • Inventory Management • Parts Demand Mgmt • Fulfilment Operations Service Parts CRM • Call Center • Case Management • Cross-sell, Upsell Business Intelligence Service Contracts Repair,Return, Warranties • Reverse Logistics • Refurbish, Recall, Remanufacture • Claims Processing • Entitlements Processing • SLAs Mobile Technician Field Service Processes • Routing, Directions • Content Management • Escalation Support • Mobile Applications • Technician Process Support Workforce Management • Skills, Territories • Scheduling • Capacity Planning Sources: Accenture, Gartner

  7. Service Management– A Key Opportunity Area Source: D.F. Blumberg Associates and AFSMI High Tech Service Business Optimization Study

  8. Agenda • Service Management – Business Challenge • Solution Overview • Field Service • Depot Repair

  9. Oracle Service Management Solution Customer/Prod Info,Knowledge Base SecureAccess Intelligence RapidResolution Proactive Service Users Channels Self-Service Field Service DeliveryOptions Agent Assisted Depot Repair Self-Service Agents Service Parts Logistics Analysts Identify & Verify Plan &Schedule Repair /Resolve Close& Bill Email Analyze Prioritize Debrief Workflow Automation Customers Phone Contract Entitlements / Warranties Mobile In Person MarketingOffers Inventory Invoices &Payments Shipping /Receiving Orders &Cases

  10. Self-Service Enable Self-ServiceAllow Customers / Employees to Quickly Resolve Issues Capabilities Benefits • 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

  11. Rules & Policies • Customer Value • Security / Access • Routing andAssignments • Customer Info • Transaction Info • Knowledge Base • Repair History Agent Assisted ResponseSimplify and Speed Resolution AgentAssisted Customer CommonRepository CustomerService CaptureIssue Phone Resolve Issue IdentifySolution Email / Web • 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

  12. Customers / Employees Agents Integrated Email Response • Quickly and accurately provide email response for seamless, “one touch” resolution Integrated Telephony • Optionally hosted via Siebel Call Center on Demand • Optionally integrate directly with 3rd party telephony systems Web Collaboration • Enable real-time agent access to remotely control customer’s PC desktop to diagnose and resolve issues Scripted dialogue Multi-Channel Interaction CenterUtilize Best-In-Class Tools and Technologies AgentAssisted

  13. FieldService Improve Field OperationsAddress Needs at Customer Preferred Place and Time SpareParts DispatchFieldTechnicians CreateField WorkOrder IdentifyResolutionNeeds ResolveOn-Site Optimize Schedule • Allow Connected and DisconnectedMobile Capabilities • View Customer and Issue Information Remotely • Capture Product Usage from Field • Debrief via Voice Invoice Customer Debrief

  14. Agenda • Service Management – Business Challenge • Solution Overview • Field Service • Depot Repair

  15. Support Multiple Business ProcessesAddress Virtually any Field Service Request through any Source Business Processes Source Self-Service Break-Fix Agent-Assisted Preventive Maintenance Sales Order Maintenance Schedule Deliver / Install Project Request Upgrade / Change Field Change Order Move Machine-to-Machine

  16. Example: Break-FixMinimize Customer Downtime Track Promise Date, Manage Issues, Verify Entitlements DefectiveProduct • Self-Service • Agent-Assisted • Machine Notification Optimize & Dispatch Inspect &Repair Invoice and Bill Key Benefits: • Correct part & skilled technician arrive together • Quality service using predefined processes • Bill customer properly factoring contracts • Minimize repeat visits Return Parts

  17. Example: Preventive Maintenance (PM)Support Advanced Scheduling Needs, Reduce Breakdowns • Define programs (default schedule, resources, items) • Sell program coverage through Service Contracts • Forecast maintenance schedules Create PM Programs • Auto-generate maintenance requests for execution • Auto-schedule resources, including spare parts and equipment Optimize Schedule • View customer and preventive maintenance work information remotely • Execute maintenance work against established procedures DispatchTechnicians &Perform PM • Remotely debrief time, labor and materials • Invoice customer • Feedback results to plan to adjust timing of next PM activity Debrief & Invoice

  18. Advanced Resource SchedulingIncrease Customer Satisfaction and Service Output Business Processes Scheduling Criteria • Field Repair • Preventive Maintenance • Inspections • Installations • Deliveries • Field Change Orders ResourceAvailability Resource Skills Asset Location Schedule Optimization SparesInventory Contracts/ Priority Travel Time Scheduling Options • Dynamic Schedule RebalancingAutomatic schedule adjustment based on actual field activity • Spares Inventory CheckReal-time visibility to supply chain • Appointment Booking • Window-to-Promise • Batch Scheduling • Batch Optimization OptimizedSchedule

  19. Utilize Digital Maps to Route Reps Minimize Drive Time, Maximize Customer Face Time Optimizing street-level routes enables you to: • 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

  20. Dispatch Center for Exception SchedulingPerform All Scheduling Activities in a Single Location Plan Board View Context sensitive menu options & pop-up screens Time zone toggle AlternateGantt view Intuitive Cell Nomenclature Intuitive cellnomenclature CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

  21. Dispatch Center for Exception SchedulingPerform All Scheduling Activities in a Single Location Gantt View Icons for visual display of critical information Interactive Gantt (drag ‘n’ drop) Tool Tip for task details AlternatePlan view CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

  22. PDA Smartphone Laptop Cell Phone 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 Connectivity Options • Wireless Real Time • Wireless Store & Forward • Voice / IVR

  23. Field Service Technician PortalHTML-Based, Easy to Use and Configure, Low Cost Receive &complete jobassignments Order, return, and receivespare parts Record labor, material, and expenses View & update installed base configuration Update SR info real-time Create SR andfollow-up task

  24. Interactive Information CaptureRecord Results of Key Service Request Tasks Additional Tasks: Signature Capture • Obtain driving directions and maps • Access knowledge base • View on-handinventory • Self-Scheduling Task Debrief Task Completion

  25. Service Parts ManagementReduce Inventory Costs and Resolution Time RequirementsTracking Delivery /Reverse Logistics Service Parts Planning Supplier PurchaseOrders Parts Production Equipment Planner Warehouse Technician PartReq’s MoveOrder Parts • 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 • Technician usage • Installed base • Customer svc levels • Delivery costs • Lead times • Safety stocks

  26. Planned Orders Inventory On-Order • Excess • Repair • New-Buy Forecast Planning Parameters Usage History OtherRecommendations Defective Returns • Excess on-order • Reschedules • Unutilized inventory • Review superseded parts Supersessions Service Parts PlanningEnsure Parts are Available Where and When Needed Input Output SPP Engine

  27. Total forecasted requirements for part at this warehouse What is currently on order and how it will affect the future balance Recommendations made by Spares Mgmt -- Transfer excess parts from other warehouses; Repair parts; Buy new parts Warehouse Replenishment PlanningUtilize a Time-Phased View of Planning Recommendations Time-Phased View

  28. Integrated Reverse LogisticsEffectively Return Broken / Used Parts for Disposition New Buyfrom Supplier Usable Parts Flow to Technician CentralWarehouseUsable RegionalWarehousesUsable MetroWarehousesUsable FieldTechniciansUsable CustomerInstalledBase SupplierRepairExecution Excess Parts Flow CentralWarehouseDefective RegionalWarehousesDefective MetroWarehousesDefective FieldTechniciansDefective Defective Parts Flow • 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

  29. Demonstration Dispatch Center Debrief

  30. Agenda • Service Management – Business Challenge • Solution Overview • Field Service • Depot Repair

  31. Manage Product ReturnsSupport Complete Logistics & Repair Processing Needs DepotRepair Direct Product Return IdentifyResolutionNeeds Depot Repair GenerateRMA Repair,Refurbish,Reclaim Receiveand Inspect PlanandSchedule DebriefandBill Estimate andApprove Store,Ship Exchanges IdentifyResolutionNeeds Send Loaneror Exchange Mfg &Inventory HumanResources Billing Shipping / Receiving Contracts • 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

  32. Example: Loaner, Repair and ReturnMinimize Customer Downtime Track Promise Date, Manage Issues ReceiveDefectiveProduct ShipLoaner Inspect &Repair ShipProduct ReceiveLoaner Key Benefits: • Quality Repairs Using Predefined Processes • Maintain Customer Productivity • Track All Product Activities Within a Single Repair Order

  33. Example: Advanced ExchangeResolve Customer Product Issue Customer Involvement Depot Internal Processing Receive Defective Product Ship Exchange Bulk Process Return toInventory Refurbish Key Benefits: • Resolve Customer Issues Quickly • Process Defects in Bulk for Scrap or Refurbishment Scrap

  34. Estimate and Approve WorkEnsure Agreement Between Customer and Depot Initial Estimate • Provide an estimate to customer before receiving product • Leverage historical repair information Receive and Inspect Product • Receive customer product • Perform visual inspection • Provide an updated estimate to customer after receiving product • Obtain customer approval before starting repair work Revise Estimate RepairProduct • Repair using predefined procedures Compare Charges • Compare estimate to actual charges • Notify customer of concerns

  35. Execute Repair Steps and ProceduresUse Proven Processes to Ensure Quality • 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

  36. Example: Centralized Repair ProcessingPerform All Functions through Single Workbench Customerinitiates service request Auto-create logistics lines based on repair type Support multiple repairorders per service request View repairorder details CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

  37. Example: Role-Based Repair Execution Evaluate, Execute and Debrief Repair with Minimal Clicks Execute Select andcompleterepair steps Evaluate Debrief Act on mostcommonrequirements Issue materialsand resources CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

  38. Manage LogisticsExecute and Monitor Product Movement Efficiently • 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

  39. Depot Logistics TabTrack Product Movement and Status View latest product status Auto-create RMA and shiplines based on repair type Receive and ship products seamlessly Enable cradle-to-grave tracking using serial numbers and installed base

  40. Bulk Receive with Exceptions ProcessingTrack Product Movement and Status • Get items in house • Automatic ownership transfer at time of receipt • Exceptions processing Auto-create SR, ROs and RMAs Scan item information Resolve warnings before further processing

  41. Invoice CustomerProcess Charges Quickly and Accurately • Understand Repair Effort • Leverage knowledge base for historical information • Ensure agreement between customer and depot • Verify Contract Effectivity • Apply appropriate discounts • Update warranties Estimate Charges Process Entitlements Invoice Customer Debrief • Timely Billing • Review charges • Submit charges for invoicing • Record Repair Charges • Debrief material, labor & expenses • Compare actuals to estimate • Notify customer of discrepancies • Update Repository • Update repair steps based on new data • Modify resource requirements

  42. Demonstration Depot Repair – Bulk Orders

  43. Agenda • Service Management – Business Challenge • Solution Overview • Field Service • Depot Repair • R12 Enhancements

  44. Field Tech Admin Portal

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