VIEWS: 0 PAGES: 42 CATEGORY: Business POSTED ON: 1/4/2011
Auto Service Repair Template document sample
Auto Service Repair Template document sample
Oracle Depot Repair Full Spectrum Functionality Tom Greene Sr Solution Consultant Depot Repair At-a-Glance Issue Repair Repair Identification Processing Resolution • Capture Inquiries • Receive and Diagnose • Provide Customer and Complaints Product; Prepare Estimate Exchanges and • Submit Repair • Teardown / Inspect Loaners Request Creation • Manage Materials and • Replace Defective • Initiate Returns Resources Products • Approve Repair Plan and • Ship Repaired Execute Repair Product & Invoice Business Pressures Repair Effectiveness Customer Demands • How do I ensure repair • What entitlements does this quality and standards? customer have? • How do I find the right • How do I efficiently capture repair information? and retrieve repair history? Issue Repair Repair Identification Processing Resolution Repair Efficiency • How do I provide visibility into repair status and Margin Erosion logistics tracking? • How do I offset the effect of increased competition • How do I ensure the right on my margins? resources are assigned to the job? • How do I control rising repair costs? Operational Challenges Is this an existing How do I prioritize Should I repair this Who do I customer…is this a the repair…what is item…how do I charge…how recurring problem? the repair status? repair this? much? Help Desk Depot Service Billing Agent Manager Technician Clerk Customer Issues Fragmented Customer and Repair Data, Manual Processes A Need for Change Leading 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 How Oracle Delivers Oracle: Complete E-Business Suite Develop Automate Key Internal Business Contracts Market Processes Projects Sell Extend Automation to HR Customers, Order and Collaborate Suppliers, with Your Finance Products, … Plan Trading Partners Maintain Procure Drive Continuous Improvement Service Make with Real-Time Fulfill Intelligence Oracle Depot Repair Solution An Integrated Component of the Service Family Customer/Prod Info, Secure Intelligence Knowledge Base Access Rapid Proactive Service Channels Resolution Users Self-Service Field Service Delivery Options Self- Agent Assisted Depot Repair Service Parts Logistics CSRs Service Email Identify Plan & Repair / Close Analysts Analyze Prioritize Debrief & Verify Schedule Resolve & Bill Workflow Automation Phone Contract Entitlements / Warranties Customers In Person Shipping / Orders & Marketing Invoices & Mobile Inventory Receiving Cases Offers Payments Oracle Depot Repair Solution Manage In-House Repairs Service Channels Self-Service Receive Estimate Plan Repair Ship and and and Assign and and Inspect Approve Schedule Debrief Bill Agent Assisted Manage Resources Customer & Product Data Field Service Installed Common Data Reports Base Repository Depot Walk-In Oracle Depot Repair Solution Enables You To… Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing Maintain Global Data Repository Capture All Customer Information in Single Location Service Customer Eliminate Data Installed Fragmentation Repair Base Common Provide Access to All Data Repository Required Functions Contracts Inventory & Billing Enable Tracking of All Interactions Shipping & Human Receiving Resources Leverage Complete Customer View Resolve Issues with Accurate, Real-Time Information Depot • Customer Information Agent • Contract Entitlements • Installed Base (Product Repair Common History, Configuration) Technician Data Repository • Service Request and Repair Order Status • Returns / Shipments Material Handler • Contact Information Verify Entitlements Accelerate Response via Seamless Contract Integration • Coverage Times Contracts Instant Repository • Response Time Verification Commitments Customer Depot • Discounts Agent Reduce Entitlement Violations and Prevent Contract Leakage Search for Solutions Leverage Shared Repair Knowledge Customer • Interact with customer via numerous service channels & Problem • Collect information about customer Identification • Understand customer problem including symptoms • Search knowledge repository for solutions Knowledge • Improve quality using proven steps and processes Repository • Contribute new solutions to repository Depot • Determine repair requirements Planning • Assign resources to repair effort Self-Service Access Document and Monitor Service Issue Enable 24x7 access to information Initiate service request remotely through web Decrease errors by capturing information at the source Track service request status and updates without agent involvement Oracle Depot Repair Solution Enables You To… Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing Support Multiple Repair Flows Address Virtually Any Customer Repair Request Long Short Customer No Internal Customer Customer Repair Repair Repair Repair Cycle Repair Cycle Repair and Return Loaner, Repair and Return Exchanges Replacement Refurbishment Example: Loaner, Repair and Return Minimize Customer Downtime Track Promise Date, Manage Issues Receive Ship Inspect & Ship Receive Defective Loaner Repair Product Loaner Product Key Benefits: Quality Repairs Using Predefined Processes Maintain Customer Productivity Track All Product Activities Within a Single Repair Order Example: Advanced Exchange Resolve Customer Product Issue Customer Involvement Depot Internal Processing Receive Ship Bulk Return to Defective Refurbish Exchange Process Inventory Product Key Benefits: Resolve Customer Issues Quickly Scrap Process Defects in Bulk for Scrap or Refurbishment Oracle Depot Repair Solution Enables You To… Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing Estimate and Approve Work Ensure Agreement Between Customer and Depot Initial • Provide an estimate to customer before receiving product Estimate • Leverage historical repair information Receive and • Receive customer product Inspect Product • Perform visual inspection Revise • Provide an updated estimate to customer after receiving product Estimate • Obtain customer approval before starting repair work Repair • Repair using predefined procedures Product Compare • Compare estimate to actual charges Charges • Notify customer of concerns Execute Repair Steps and Procedures Use 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 Depot Workbench Perform All Functions through Single Workbench Customer initiates service request Auto-create logistics lines based on View repair repair type order details Support multiple repair orders per service request Oracle Depot Repair Solution Enables You To… Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing Manage Logistics Execute 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 Depot Logistics Tab Track Product Movement and Status View latest Enable cradle-to-grave product status tracking using serial numbers and installed base Auto-create RMA and ship lines based on repair type Receive and ship products seamlessly Invoice Customer Process Charges Quickly and Accurately Understand Repair Effort Verify Contract Effectivity • Leverage knowledge base for • Apply appropriate discounts historical information • Update warranties • Ensure agreement between customer and depot Estimate Process Invoice Debrief Charges Entitlements Customer Record Repair Charges Timely Billing • Debrief material, labor, & expenses • Review charges • Compare actuals to estimate • Submit charges • Notify customer of discrepancies for invoicing Update Repository • Update repair steps based on new data • Modify resource requirements Oracle Depot Repair Solution Single customer view, integrated Improve Customer knowledge repository Interactions Repair flow management, repair Support Multiple order updates and status tracking Repair Flows Robust estimating process, proven Execute Efficient steps and procedures, resource and Quality Repairs assignment and scheduling Product movement execution Streamline Repair and tracking, customer invoices Logistics & Invoicing Oracle Service Products Develop Contracts Market Projects Sell HR Customers, Order iSupport Suppliers, Finance Products, … Plan TeleService Service Contracts Maintain Procure Depot Repair Service Make Fulfill Field Service Advanced Scheduler Mobile Field Svc Spares Mgmt Interaction Center Evolution of Oracle Depot Repair Existing Differentiators… …Released with 11i.9… …New in 11i.10 • Perform all functions • Third-party install base • Depot agent cost and through a single item repair charge analysis workbench • Link call center RMA to • Work definition and • Estimate based on a depot repair order enhanced knowledge knowledge repository • Workflow-based management integration • Support for numerous messaging • Enhanced estimate, in-house repair flows • Enhanced WIP job debrief and actuals • Resource assignment repair management processes and scheduling • Field service to depot refurbishment flow • Automated entitlements processing • Inspection and repair order splitting • Service history for install base items • Self-service repair order tracking • Logistics processing and invoicing Support Global Operations Think Globally, Act Locally 30 Languages Multiple Currencies Customers in 100+ Countries All Languages Installable in Same Unicode Instance Support for Statutory and Customary Local Requirements Modular Architecture Implement Based on Your Business Priorities Implement by Business Flow – Start with one flow, demonstrate initial success – Add more flows to expand business coverage – Support changing business needs Time Flows are Seamlessly Integrated – Replace disparate systems – Eliminate data synchronization – Decrease time and cost to implement Lower Total Cost of Ownership (TCO) Run on a Single Global Instance E-Business On Demand You Oracle Roles: Needs: Manage: Manages: Availability App Admin 50% Lower Cost Security DB/AS Admin 50% Better Svc Performance Sys Admin Core Competence Consolidate Data Centers Change HW Admin Predictable Cost and Databases Problems Low Cost Linux Hardware Standardized Open Integration Platform 3x Faster, 5x Cheaper Easy to Automate en Mass • Business Events Infrastructure Highly Reliable • Industry Standard Protocols • Centralized Integration Repository Oracle’s Experience with Linux Customers, Suppliers, Production Midtiers 100% Linux Products, … Production DB RAC Cluster (Unix) Simplify B2B Integration, Demo Environments 100% Linux Application Connectivity, Development 90% Linux and Process Management Outsourced Customers 70% Linux Customer Success A Few Depot Repair Customers… BAE SYSTEMS • $345M leader in high-performance enterprise Storage Area Network systems – 950 employees across the U.S., Europe and Asia – Manufactures and markets high-performance switching equipment and 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, Order Management, Purchasing, Configurator, Quality, Financials Reduced service operations cost structure by 50% Improved response time for customer queries 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, EDI Gateway, Tutor, Balanced Scorecard “Using the Oracle E-Business Suite, we've reduced costs throughout the organization…” - Patrick Shannon, Dir of Business Transformation Summary Oracle Depot Repair Solution Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing Oracle Depot Repair Solution Improve Customer Interactions Support Multiple Repair Flows Execute Efficient and Quality Repairs Streamline Repair Logistics and Invoicing Demo Know More. Do More. Spend Less.
Pages to are hidden for
"Auto Service Repair Template Oracle Depot Repair Full Spectrum Functionality Tom Greene Sr Solution"Please download to view full document