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Full Spectrum Functionality

OracleDepot Repair

Tom Greene

Sr Solution Consultant

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Depot Repair At-a-Glance

IssueIdentification

RepairResolution

RepairProcessing

Capture Inquiriesand Complaints

Submit RepairRequest Creation

Initiate Returns

Receive and DiagnoseProduct; Prepare Estimate

Teardown / Inspect

Manage Materials and

Resources Approve Repair Plan and

Execute Repair

Provide CustomerExchanges andLoaners

Replace DefectiveProducts

Ship RepairedProduct & Invoice

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Business Pressures

Repair Effectiveness How do I ensure repair

quality and standards?

How do I find the rightrepair information?

Customer Demands What entitlements does this

customer have?

How do I efficiently captureand retrieve repair history?

Repair Efficiency How do I provide visibility

into repair status andlogistics tracking?

How do I ensure the rightresources are assigned tothe job?

Margin Erosion How do I offset the effect

of increased competitionon my margins?

How do I control rising

repair costs?

IssueIdentification

RepairProcessing

RepairResolution

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Help DeskAgent

DepotManager

ServiceTechnician

BillingClerk

Operational Challenges

CustomerIssues

Fragmented Customer and Repair Data, Manual Processes

Is this an existingcustomeris this a

recurring problem?

Who do Ichargehow

much?

How do I prioritizethe repairwhat is

the repair status?

Should I repair thisitemhow do I

repair this?

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A Need for ChangeLeading Business Trends

Repeatable, Efficient Repair Processes

Feedback Loop for Product Quality Improvements

Single, Integrated View of Customers and Products

Transformation from Cost Center to Profit Center

Resources and Inventory Forecasting

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How OracleDelivers

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Oracle: Complete E-Business Suite

Automate Key

Internal Business

Processes

Extend

Automation toand Collaborate

with Your

Trading Partners

Drive Continuous

Improvementwith Real-Time

Intelligence

Customers,

Suppliers,

Products,

Develop

Market

Sell

Order

Plan

Procure

Make

Fulfill

Service

Maintain

Finance

HR

Projects

Contracts

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Oracle Depot Repair SolutionAn Integrated Component of the Service Family

Shipping /Receiving

Orders &Cases

Invoices &Payments

MarketingOffers

Inventory

IntelligenceCustomer/Prod Info,

Knowledge BaseSecureAccess

Proactive ServiceRapidResolution

Self-Service

Depot RepairAgent Assisted

Field Service

Analyze DebriefClose& Bill

Repair /Resolve

Identify& Verify

Contract Entitlements / Warranties

Workflow Automation

Prioritize

DeliveryOptions

Plan &Schedule

Service Parts Logistics

Self-

Service

Email

Phone

In Person

Channels Users

CSRs

Analysts

Customers

Mobile

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Service Channels

Self-Service

Agent Assisted

Depot Walk-In

Field Service

Oracle Depot Repair SolutionManage In-House Repairs

InstalledBase

Common Data

Repository

Reports

Customer

& Product

Data

Receiveand

Inspect

Estimateand

Approve

Planand

Schedule

Repairand

Debrief

ShipandBill

Assign

Manage Resources

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Improve Customer Interactions

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

Oracle Depot Repair SolutionEnables You To

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Contracts& Billing

Repair

CustomerService

InstalledBase

Inventory

HumanResources

Shipping &Receiving

Maintain Global Data RepositoryCapture All Customer Information in Single Location

Eliminate Data

Fragmentation

Provide Access to AllRequired Functions

Enable Tracking of All

Interactions

Common

Data

Repository

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Leverage Complete Customer ViewResolve Issues with Accurate, Real-Time Information

Customer Information

Contract Entitlements

Installed Base (ProductHistory, Configuration)

Service Request andRepair Order Status

Returns / Shipments

Contact Information

Common

Data

Repository

Depot

Agent

Repair

Technician

Material

Handler

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Verify EntitlementsAccelerate Response via Seamless Contract Integration

Customer DepotAgent

Contracts

Repository

CoverageTimes

Response TimeCommitments

Discounts

InstantVerification

Reduce Entitlement Violations and Prevent Contract Leakage

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Search for SolutionsLeverage Shared Repair Knowledge

Search knowledge repository for solutions

Improve quality using proven steps and processes

Contribute new solutions to repository

Customer& Problem

Identification

Interact with customer via numerous service channels

Collect information about customer

Understand customer problem including symptoms

DepotPlanning

Determine repair requirements

Assign resources to repair effort

KnowledgeRepository

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Self-Service AccessDocument and Monitor Service Issue

Enable 24x7 access to information

Initiate service request remotelythrough web

Decrease errors by capturinginformation at the source

Track service request status andupdates without agent involvement

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Oracle Depot Repair SolutionEnables You To

Improve Customer Interactions

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

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Support Multiple Repair FlowsAddress Virtually Any Customer Repair Request

Refurbishment

Replacement

Exchanges

Loaner, Repairand Return

Repair and Return

ShortCustomer

Repair Cycle

LongCustomer

Repair Cycle

InternalRepair

NoRepair

CustomerRepair

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Example: Loaner, Repair and ReturnMinimize Customer Downtime

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

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Example: Advanced ExchangeResolve Customer Product Issue

Key Benefits: Resolve Customer

Issues Quickly

Process Defects inBulk for Scrap orRefurbishment

ReceiveDefectiveProduct

ShipExchange

BulkProcess

RefurbishReturn toInventory

Scrap

Depot Internal ProcessingCustomer Involvement

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Oracle Depot Repair SolutionEnables You To

Improve Customer Interactions

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

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Receive and

InspectProduct

InitialEstimate

CompareCharges

ReviseEstimate

RepairProduct

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

Estimate and Approve WorkEnsure Agreement Between Customer and Depot

Repair using predefined procedures

Receive customer product

Perform visual inspection

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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

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Depot WorkbenchPerform All Functions through Single Workbench

Customerinitiates

service request

Auto-create

logistics linesbased onrepair typeView repair

orderdetails

Support multiplerepair orders per

service request

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Oracle Depot Repair SolutionEnables You To

Improve Customer Interactions

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

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Monitor product status (returns,exchanges, loaners, and replacements)

Auto-create RMA (Return MaterialAuthorization) and ship lines usingrepair types

Track serialized products to preventproduct mix-up

Process RMA and ship lines

Automatically update installed baseupon shipping and receiving

Manage LogisticsExecute and Monitor Product Movement Efficiently

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Depot Logistics TabTrack Product Movement and Status

View latestproduct status

Auto-create RMA and shiplines based on repair type

Receive and shipproducts seamlessly

Enable cradle-to-gravetracking using serial numbers

and installed base

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Invoice CustomerProcess Charges Quickly and Accurately

Understand Repair Effort

Leverage knowledge base forhistorical information

Ensure agreement betweencustomer 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 chargesfor invoicing

EstimateCharges

ProcessEntitlements

InvoiceCustomer

Debrief

Update Repository

Update repair steps based on new data

Modify resource requirements

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Oracle Depot Repair Solution

Single customer view, integratedknowledge repository

Improve CustomerInteractions

Repair flow management, repair

order updates and status tracking

Support Multiple

Repair Flows

Robust estimating process, provensteps and procedures, resourceassignment and scheduling

Execute Efficientand Quality Repairs

Product movement executionand tracking, customer invoices

Streamline RepairLogistics & Invoicing

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Oracle Service Products

Customers,

Suppliers,

Products,

Develop

Market

Sell

Order

Plan

Procure

MakeFulfill

Service

Maintain

Finance

HR

Projects

Contracts

iSupport

TeleService

Service Contracts

Depot Repair

Field Service

Advanced Scheduler

Mobile Field Svc

Spares Mgmt

Interaction Center

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Evolution of Oracle Depot Repair

Released with 11i.9Existing Differentiators New in 11i.10 Perform all functions

through a singleworkbench

Estimate based on aknowledge repository

Support for numerousin-house repair flows

Resource assignmentand scheduling

Automated entitlementsprocessing

Service history for

install base items Logistics processing

and invoicing

Third-party install baseitem repair

Link call center RMA todepot repair order

Workflow-basedmessaging

Enhanced WIP jobrepair management

Depot agent cost andcharge analysis

Work definition andenhanced knowledgemanagement integration

Enhanced estimate,debrief and actualsprocesses

Field service to depotrefurbishment flow

Inspection and repairorder splitting

Self-service repair ordertracking

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30 Languages

Multiple Currencies

Customers in 100+ Countries

All Languages Installable in Same Unicode Instance

Support for Statutory and Customary Local Requirements

Support Global OperationsThink Globally, Act Locally

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Modular ArchitectureImplement Based on Your Business Priorities

Time

Implement by Business Flow

Start with one flow, demonstrate initial success

Add more flows to expand business coverage

Support changing business needs

Flows are Seamlessly Integrated

Replace disparate systems

Eliminate data synchronization

Decrease time and cost to implement

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Lower Total Cost of Ownership (TCO)

Run on a Single Global Instance

Consolidate Data Centersand Databases

E-Business On Demand

Low Cost Linux Hardware

App Admin

DB/AS Admin

Sys Admin

HW Admin

Production Midtiers 100% Linux

Production DB RAC Cluster (Unix)

Demo Environments 100% Linux

Development 90% Linux

Outsourced Customers 70% Linux

Oracles Experience with Linux

3x Faster, 5x Cheaper

Easy to Automate en Mass

Highly Reliable

Needs:Roles:Oracle

Manages:

50% Lower Cost

50% Better Svc

Core Competence

Predictable Cost

YouManage:

Availability

Security

Performance

Change

Problems

Standardized Open Integration Platform

Business Events Infrastructure

Industry Standard Protocols Centralized Integration Repository

Simplify B2B Integration,Application Connectivity,

and Process Management

Customers,

Suppliers,

Products,

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CustomerSuccess

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A Few Depot Repair Customers

BAE SYSTEMS

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$345M leader in high-performance enterprise Storage AreaNetwork systems

950 employees across the U.S., Europe and Asia

Manufactures and markets high-performance switching equipmentand heterogeneous network mgmt software

Replaced Siebel and SAP with Oracle

Live on Service Depot Repair, TeleService, Service Contracts

Plans to implement Service Online, Mobile Field Service, and iSupport

Also live on Discrete Manufacturing, WIP, Inventory, OrderManagement, Purchasing, Configurator, Quality, Financials

Reduced service operations cost structure by 50%

Improved response time for customer queries

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Using the Oracle E-Business Suite, we've reduced

costs throughout the organization

- Patrick Shannon, Dir of Business Transformation

BAE SYSTEMS

Fourth largest defense and aerospace firm; based in Europe Over 100,000 employees in 7 business units Customers in 129 countries

Chose Oracle over SAP

Oracle Implementation Consolidated 15 systems into single, unified e-Business system Zero customizations

Live on Depot Repair Other Oracle products include: Manufacturing, Project Contracts,

Financials, Project Costing & Billing, Purchasing, Order Mgmt, EDIGateway, Tutor, Balanced Scorecard

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Summary

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Oracle Depot Repair Solution

Improve Customer Interactions

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

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Oracle Depot Repair Solution

Improve Customer Interactions

Support Multiple Repair Flows

Execute Efficient and Quality Repairs

Streamline Repair Logistics and Invoicing

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Demo

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Know More. Do More. Spend Less.