CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

CON7745Deployment of Oracle E-Business SuiteService and Field Service Productsat NCR

Srinivas RamakuriDirector, EBS Field Service Product ManagementOracle USA

Presented with

Martin KaweckiDirector, ITNCR Corporation, USA

Sep-Oct 2014San Francisco, USA


Safe Harbor StatementThe 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 4

Program Agenda

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EBS Field Service Overview

Product Update

Product Roadmap

Introduction to NCR

Q & A


Program Agenda

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5


Product Update

Product Roadmap

Introduction to NCR

Q & A


Foundation: Service Contracts, Installed Base, MDM, Calendars, Territories, Workflow

Integrations: HR, Financials, Order Management, Inventory, WMS, Logistics

• iSupport• Knowledge Management• Email Center• Remote (M to M)• Preventive Maintenance• Advanced Inbound CTI

• Contact Center• Service Request• Scripting• Customer Service Logistics• Charges and Billing

• Field Service• Advanced Scheduler• Spares Management• Mobile Field Service• Service Parts Planning• Depot Repair/CMRO

SelfService

AssistedService

OnsiteService

Escalation EscalationIntegration Integration

EBS Comprehensive Customer Service Solution

Drive Down Costs While Elevating Customer Service LevelsComprehensive Customer and Field Service Solution


Smaller releases make it easier to upgrade - 12.1.1, 12.1.2, 12.1.3, 12.1.3+, 12.1.3++, 12.2.2, 12.2.3, 12.2.4

Leveraging expertise of global service organizations as development Partners:

NCR, Sun/Oracle , Wincor Nixdorf, Telefonica, Huawei, GE Appliances, GE Oil & Gas,Toshiba, ABSciex, Overhead Door, Teradata

EBS 11i10 2004

12.1.1 May 2009

12.1.2Dec 2009

12.1.3Aug 2010

EBS 12.0 2007

12.1.3++May 2012

12.1.3+Jan 2011

EBS Service Release History

12.2.4Sep 2014

12.2.3Dec 2013

12.2/ 12.2.1/ 12.2.2Sep 2013

Shorter and Quicker Releases


Program Agenda

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Product Update (R12.1.3+ R12.2.4)

Product Roadmap

Introduction to NCR

Q & A


Oracle Applications: Current Release and RoadmapOracle E-Business Suite: Service Family

User Experience• New HTML Spares Planner’s Desktop• High volume parts search and ordering• High volume parts debrief• Display Task Notes and Dates in iSupport

Mobility• Multi-Platform Smartphone Phase 2• Wireless MFS Managers Dashboard

EBS Extensions for Endeca• New TeleServcie Endeca

Integration• Drill down to Carrier Tracking System• TeleService and Field Service integration with

Oracle Knowledge• Direct CTI for HTML Service UIs • Link Install Service Requests to Sales Orders• Service Contracts Public APIs

Optimization• Display customer credit status in Service UIs• Schedule Tasks in Field Service Admin Portal

User Experience• New HTML Contact Center• Default Labor SAC from Task Type• New HTML Dispatch Center• SR Charges Mass Update• Service Contracts Forms to OA Conversion

Mobility• Multi-Platform Tablet Release• Support Managers Smartphone Application• Push Notifications

EBS Extensions for Endeca• Enhancements to Field Service Endeca• Enhancements to Spares Management Endeca

Integration• iSupport integration with Oracle Knowledge• Create OTL Time Cards from MFS Debrief

Optimization• Service Request Security MOAC• Reserve Parts when save Debrief Lines• Shipment Method Calendars• Advanced Scheduler Improvements

User Experience• Filter Tasks Status/Transitions by Task Type• Logistics Coordinator’s Workbench• Support Touch Screens and Tablets• OAF New Features Uptake

Mobility• Multi-Platform Laptop Release• Estimates, Invoices and Payments

EBS Extensions for Endeca• Installation Coordinator‘s Workbench

Integration• SR Charges Advanced Pricing Integration• Right Now Chat Integration• Right Now to EBS Scheduler Integration• 2-Way EAM Integration• iSupport Field Service Task Self Scheduling

Optimization• Multiple Products on a Service Request• Supplier Warranty Tracking and Claims• Dispatch Center and Scheduler for EAM

Release 12.2.4August 2014

What’s Next0-12 month planning cycle

Future DirectionsPost 12 month planning cycle

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Scheduler, Dispatch Center & Spares Management: Continued Evolution


Scheduler, Dispatch Center & Spares Management: Continued Evolution


Enhanced Dispatch CenterPlan Board View


Enhanced Dispatch CenterTask List View


Enhanced Dispatch CenterGantt View


Enhanced Dispatch CenterMap View

Native Oracle Map View

Integrated Google Maps


Dispatch CenterTechnician Calendar & Trips Management

• Dispatchers can create/replace trips as and when needed• Pick and choose Technicians • Automatically uptake latest calendar updates• Select a different calendar (need not be primary)

• Mass unschedule Tasks (including Assigned/Committed tasks)

• No need to navigate to other setup UIs• Ability to select

• Specific Trip Start Time • Specific the Trip Start Address/Location


Resource Calendar & TripsHolidays & Exceptions Management


Resource Calendar & TripsHolidays & Exceptions Management

• Set up Trips for Holidays• Trip exceptions• Setup recurring holidays

• Fixed Dates: New Year’s day (1st Jan)

• Floating Holidays: Thanks Giving (Last Thursday and Friday of November)


Advanced schedulerSite Dedicated Technicians

• Allow Technicians to be associated to customer locations• Flag existing customer location as ‘Default Trip start location’ for Technicians• Generate Trips for Technicians with their start location same as the address

of the customer location• Criteria of ‘Technician visiting the same site’ Cost Parameter is enhanced to

consider Departure and Arrival Tasks (similar to other Customer Tasks in cost calculations)• i.e. consider Departure (or Arrival) Task as the ‘Task’ already exist in the trip

• With this change, Scheduler prefers ‘Site Dedicated Technicians’ (option will be cheaper) compared to other eligible Technicians


Advanced Scheduler Enhanced Customer Confirmation Process

• Dispatchers are allowed to Reschedule, Unschedule and Cancel Tasks for which Customer Confirmation has already been recorded.

• Task is reset to ‘confirmation Required’• Dispatchers can follow the confirmation process• Scheduling options are enabled for a Task with

Customer Confirmation set to ‘Received’• Unschedule Task• Reschedule Selected Task• Reschedule Starting at Selected Task• Cancel Selected Task• Cancel Starting at Selected Task


Advanced SchedulerWork Load Balancing

• Some Service Providers want all Technicians to get some work, even though the their trips are NOT optimal

• Scheduler is enhanced to balance workload • Enforces Task constraints• Provides configurable Scheduler Rules for load

balancing• Cost based work load balancing

• New Cost Parameter• Statistics based load balancing• Enhanced Scheduler and Optimizer logic


• Standards based XML • Leverages Integrated SOA Gateway

infrastructure and Service Beans• Automatic enforcement of all XML

based Scheduler Rules• Leverages all the capabilities of

scheduler Engine• Ability to run scheduler as a

standalone module

Advanced SchedulerWeb Services

• Supported Web Services• Search Options• Schedule Option• Search And Schedule• Batch Schedule• Batch Schedule based on Task Query• Cancel Task• Unschedule Task• Reschedule Task• Background Status Monitor

Web Services are secured:E-Business Suite Integrated SOA Gateway supports Username Token-based WS-Security


• Right-Now integration (Service Cloud offering)

• Option to run Advanced Scheduler as a scheduling engine

• Easy to integrate with any call creation and scheduling technologies

Service Cloud

Advanced Scheduler

Mobile Field Service

Advanced SchedulerWeb Services


• Navteq (HERE.com) has been providing the Spatial Data Sets in a format called - Oracle Advanced Scheduler (OAS) format, is very specific to Oracle Field Service & Advanced Scheduler

• Now, Scheduler up-took Navteq’s generic data format called – Oracle Delivery format (ODF)• Relational Format which is consumed by many

products like Oracle Spatial.• Now, uptaken by Scheduler

• Benefit for customers is frequent data updates, as and when necessary

• ODF is certified to work with Field Service Location Finder and Oracle Advanced Scheduler (Street Level Routing) modules.

Advanced SchedulerNAVTEQ ODF Data Format in Scheduler


Spares ManagementResource Addresses & Subinventories

New HTML setup UI


• Parts Requirement UI allows Third Party Ship-To Addresses• Ship-To address LOV will list shared addresses of Technicians• Subsequent Task Reassignment process handles part requirements with Third

Party Ship-To addresses appropriately

Spares ManagementThird Party Ship-To Addresses

• Tasks with Part Orders are managed differently

• Technicians occasionally share drop points or locations

• Parts can now be shipped to third party locations

• Avoid creating multiple Part Orders for same customer


Distance based search

Spares ManagementIntelligent Parts Search, Sourcing and Ordering


Spares ManagementDistance based Searching and Sourcing

While searching for Parts Source, the distance between the Destination (Ship to Address) and Source is displayed


Support for map display

Spares ManagementIntelligent Parts Search, Sourcing and Ordering

Display source warehouses on map


Spares ManagementManaging Parts Requirement and Orders

• Task With Part Requirement• Scheduler- Spares integration

sources and creates order• Task is assigned to Technician

• Before the order is booked, Technician is now allowed to• Change the Ship-To Address• Method of Shipment• Destination


Spares ManagementManaging Parts Requirement and Orders


Easier way to create multiple part requirement lines

Spares ManagementParts Requirement


Easier way to create multiple part requirement lines



Quick Order creation



Creating Orders for unavailable Parts from default Source



Waybill tracking

Spares ManagementReceive Parts


Waybill tracking

Spares ManagementTransaction History


• Standardized Reassignment process across all applications

• Scheduler handles all possible cases, when Tasks with Part Orders are rescheduled

• Reassignment process standardized across all applications• Dispatch Center (by Schedule Task UI)• Gantt (by Drag and Drop action) • Service Request (by Manual update and Schedule Task UI)• Admin and Third Party portals (Manual updates and Schedule

Task UI)

Scheduler - Spares Integration


Parts Ship-to Type = Customer / Task Address

Scenarios Using Scheduler Icon Manual Reassignment

Only Part Requirement without any internal order or reservation

Rescheduling Possible? Yes Reassignment Possible? Yes

Part will be searched in new technician’s subinventory. If found, a new reservation will be created. If parts are not found reassignment will proceed without creating reservation.

• Part Requirement with reservation

• Part Requirement with Internal Order which can be cancelled

• Part Requirement with Internal Order which is already cancelled


Part will be searched in new technician’s subinventory. If found, a new reservation will be created. If parts are not found in technician’s subinventory part will be searched in warehouse. If found, new internal order will be created.

If Part is not found in both locations reassignment will be aborted.




Scenario Re assignment using Scheduler Icon

Manual reassignment

Part Requirement with Internal Order which cannot be cancelled


Old Order will be retained

Task will be assigned only to eligible resources whose default usable sub-inventory’s organization is same as old order’s destination organization.Part requirement details will be updated to new resource’s subinventory so that second resource can do receiving.

If no eligible resources meeting the above criteria are found reassignment will be aborted.




Scenario Re assignment using Scheduler Icon

Manual reassignment

Part Requirement with Internal Order which is already received


Parts reservation for old Resource will be canceledPart will be transferred from old resource to new resource using subinventory transfer or direct inter-org transfer.

If Spares is unable to create a reservation in new resource’s subinventory reassignment will be aborted



Spares ManagementExternal Repair Execution: Enhanced support for Scrap and Adjustments


Spares ManagementExternal Repair ExecutionAbility to handle Zero-Picks, Canceling External Repair Order and Purchase Order


Service Costs for a Project

Service – Projects Integration

WHAT

• Dispatch Project Tasks requiring field service executionHOW

• Associate SR and task to project tasks

• Display project tasks on scheduling & dispatch

• Update project info on task execution and debrief

• Transfer project related costs to Project CostingBENEFITS

• More complete view of project costs executed via service flows


Service – Projects IntegrationDispatching Technician for Project (Field Service) Task


Field Service OperationsChallenges and Issues faced by Field Service Manager

Technician Performance

SLA Compliance

Spare Parts Planning and Logistics

Customer

Satisfaction


Endeca Extension for Oracle Field Service

Tasks / Technicians

•Work in Progress•Started On-Time•Finished On-Time•First-Time-Fix Rate•Parts/Skills Required

•Customer Confirmation•After Hours / Access Hours•Tasks per Technician•Travel Time Variance• Effort Variance

Parts

•Orders•Back Orders•Warehouses•Availability by Region/Country•Parts Usage•DOA Parts•Unused Parts

Administration

•Alerts•Task Status by Technician• Interactive re-scheduling•Parts search and Ordering•Debrief Review•Exception Handling

Search•Global Data• String Search•Wild Card Match•Multi-Select

Components• Search•Guided Navigation•Metrics Bar• Tag Cloud•Bookmark•Export to Excel

Data Refresh• Full Load• Incremental Load• Schedule data loads and

refresh cycles


Endeca Extension for Field ServiceTask Summary Dashboard


New Metrics

New Task Attributes for enhanced Guided Navigation

New Tabbed Containers

One search box to search all the

attributes

Search Result using charts

Interactive chart components for

further drill-down

Interactive chart components for

further drill-down

Enhanced Results Table

Actionable Drill-Down Navigation to

Transactional UIs

Range Filters for additional filtering

Interactive Tag Cloud

Endeca Extension for Field Service


Task Metrics:• Number of Tasks• Work in Progress• Started on Time• Finished on Time• First Time Fix• Tasks per Technician• Median schedule Time• Rescheduled Tasks• Rejected Tasks

Task Constraints Metrics:• Parts Required• Skills Required• Customer Confirmation• After Hours Instructions• Access Hours Enforced

Endeca Extension for Field ServiceMetrics


Guided Navigation


Endeca Extension for Field ServiceParts Summary Dashboard


Endeca Extension for Field ServiceField Service Administrator Dashboard Portal


Endeca Extension for Field ServiceField Service Administrator Dashboard Portal


Program Agenda

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Product Update (Next 12 Months)

Product Roadmap

Introduction to NCR

Q & A






















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Spares ManagementADF Technology based HTML Planners Dashboard

Dashboard View



Detached Planning Nodes


Manage Forecast Rules

Manage Excess Rules

Manage Recommendation Rules



HTML Dispatch CenterBased on ADF Technology Task Details View


Gantt ViewHTML Dispatch CenterBased on ADF Technology


Plan Board View

HTML Dispatch CenterBased on ADF Technology


HTML Dispatch CenterBased on ADF Technology Map View


HTML Dispatch CenterBased on ADF Technology Technician Trip View


Map with Trip & Driving DirectionsHTML Dispatch CenterBased on ADF Technology


Resource InformationResource Location on Map

HTML Dispatch CenterBased on ADF Technology


HTML SchedulerBased on ADF Technology


Program Agenda

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2

3

4

5


Product Update

Product Roadmap (Short Term- Next 12 Months)

Introduction to NCR

Q & A


Dispatch Center EnhancementsGantt, Plan Board and Task Grid Enhancements• Visibility to Escalation Details and Task Priority (Gantt Task Bar, Tool Tip) • Task Effort adjustments triggering reschedule of subsequent Tasks• Visual indicator for follow-up Tasks• Visual indicator for Tasks with back-ordered parts• Configurable right-click menus• Drill down into Service Request and Task Audit records• Ability to capture Quick Notes• Enhance ‘Advanced Find’ UI (support for multiple search

attributes/values)• Task List statistics (Number of Tasks by status)• Capture reasons for blocking trips• Show/Hide Technicians

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Support for Same-site Tasks • Visual indicators in Dispatch Center• Expand the logic to enforce same site

cost parameter to look at all open Tasks

Complex Skills Requirements• Support for different technician skill sets

for Regular and On Call (Stand By) shifts

Scheduler UI• Ability to manually override Technician

availability in the Scheduler UI

• Efficient resource utilization• Handle complex scenarios• Optimized Routes• Enhanced customer satisfaction

Dispatch Center Enhancements

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Scheduling Critical Customer Tasks• Capture Critical Customer Rank on the Task• Use Critical Customer Rank while calculating Critical Customer Cost

Scheduler Rules Enhancements• Cost Parameters at Responsibility level• Cap Technician travel: Maximum Travel Time and Travel Distance limits

Scheduler and Optimizer Engines• Enhanced logging capabilities for subsequent audit

Scheduler Enhancements

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Program Agenda

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Product Update

Product Roadmap (Long Term)

Introduction to NCR

Q & A






















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Supplier Warranty Management Warranty Definition (supplier and item/product based) Warranty Instantiation (upon procurement/receipt) Warranty Entitlements check (can happen several times)

Service Request & Task Creation Dispatch Center Return Routing at FS Warehouse Warranty Recovery Operations

File Warranty Claims with Suppliers and get Approvals Returning Defective Parts under Warranty to Supplier Receive Replacement Parts and Financial Credits from Supplier Leverage Depot/CMRO solution (EAM needs Warranty too) TAMS, Emerson, Danaher, GE (2012 Service CAB)

Long Term Roadmap

Supplier Warranties

Spares Management

Advanced Scheduler


Spares Management External Repair Execution

Provide drill-down capability (PO Requisition/PO, WIP, Sub-Inventory) Positive Adjustments Manual creation of ERE Orders (ERE UI and Planners Desktop) Public API for creation of ERE Orders (CAB) External Repair Vendor Portal (Receipts, Scrap, Adjustments, Shipments) Create ERE Order

Field Change Orders (FCO) FCO workbench Auto create FCO SRs/Tasks Support Passive and Active FCOs Integration with Debrief to update FCO status Charge backs to Engineering/Manufacturing

Supplier Warranties

Spares Management

Advanced Scheduler

Long Term Roadmap


Third Party Scheduling and Management Third Party Self Service Capacity Management

Enhance Third Party Admin Portal to support Self Service Capacity (# of Tasks, Hours, etc) Maintenance

Third Party Calendar Management (to support current 3P solution) Third Party Capacity based Scheduling

Third Party Scheduling based on Capacity Third Party Work Load Balancing

Advanced GPS Integration and Support Route Tracing (Scheduled Vs. Traveled) Automated Task Status Changes (Geo Fencing) Proactive Task Management (Alerts and Warnings) Defaulting Debrief lines for Travel and Labor Incorporate GPS Location for Emergency Task Scheduling

Supplier Warranties

Spares Management

Advanced Scheduler

Long Term Roadmap


Supplier Warranties

Spares Management

Advanced Scheduler

Advanced Scheduler Advanced Skills

Customer/Site Skills (Eg: Security Clearance) Automatically adjust Task effort based on Tech Skill Level

(e.g. lengthen task effort when assign to novice technician) Tech Skills by Time of Day/Shift Type

(e.g. tech has more skills on stand by shift) Advanced Customer Access Hours

Considering Access Hours in SLA calculations Enhanced Definition of Access Hours Constraints Access Hours by SR Type/Task Type Access Hours by IB Instance or Item Specific Day of the Week & Week of the month

Long Term Roadmap


Supplier Warranties

Spares Management

Advanced Scheduler

Advanced Scheduler Team/Crew scheduling

Scheduling Tasks to Teams or multiple resources Dynamic Teams based on constraints (Two-way and Three-way scheduling)

Advanced Travel Calculations Utilize traffic patterns provided by spatial data providers during scheduling and

optimization Utilize real-time traffic feeds during scheduling and optimization Scheduling with Public Transportation option

Task Dependencies Scheduling and Optimizing of Tasks with Dependencies

Long Term Roadmap


Program Agenda

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2

3

4

5


Product Update

Product Roadmap

Introduction to NCR

Q & A


Implementation• 10,000 Users• Long time EBS Supply Chain, Financials and Service Contracts user• Replacing very sophisticated legacy service applications and Service

Power with entire EBS Service Suite R12.1.2 globallySR/Task Creation and Scheduling• SR/Task creation (Machine-to-Machine) and Call Centers• Advanced Scheduler for Task Scheduling: SLA, Skills, Parts and Travel

constraintsTechnician Facing applications• Android OS smart Phones, Automatic Synchronization• Field Service DebriefCentralized Dispatching and Monitoring• Call Center / support Center in Belgrade, Serbia• Multi-lingual support for dispatching and monitoring functions

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Oracle’s Design Partner (11.5.10, R12.1.2, R12.2.4)

• Driven major product enhancements in Service, Field Service, Advanced Scheduler and Spares Management areas

Deployed EBS Service/Field Service• Live in Europe and AsiaPac• Piloting in US• Will deploy in North America in 2015

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Martin KaweckiDirector, ITGlobal Service Deployment


Program Agenda

1

2

3

4

5


Product Update

Product Road Map

Introduction to NCR

Q & A



For any questions, please contact at:[email protected]

Questions


CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR

Documents

channels of service

service contracts

onsite service

oracle andor

sole discretion of oracle

deep functionality

integration story

warehouse management