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oracle Field Service
Citation preview
7/17/2019 Field Service
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EBS Service Management
Steven Moses
Principal CRM Sales Consultant, Oracle
Field Service, Depot Repair OverviewPresentation to NOOAUG, October 14, 200
7/17/2019 Field Service
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
T%e !ollo&in" is intene to outline our "eneral
prouct irection' It is intene !or in!or$ation
purposes onl#, an $a# not be incorporate into
an# contract' It is not a co$$it$ent to eliver an#
$aterial, coe, or !unctionalit#, an s%oul not be
relie upon in $a(in" purc%asin" ecision' T%e
evelop$ent, release, an ti$in" o! an# !eatures
or !unctionalit# escribe !or Oracle)s proucts
re$ains at t%e sole iscretion o! Oracle'
Safe Harbor Statement
7/17/2019 Field Service
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Agenda
* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
* R-. En%ance$ents
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Agenda
* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
* R-. En%ance$ents
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Service Management: At-a-Glance
Resource &Parts Planning
Disatc!& Reair
"loseout& Billing
* #dentif$ and"ature #ssues
* "reate %or 'rders
* 'timi(e )ec!nician& ResourceSc!edules
* Assign #nventor$
* Disatc!)ec!nicians
* Reair * Resolve#ssue 'n-Site
* Debrief on )imeand Materials
* "reate andSend #nvoice
* Reconcile #nventor$
+,or manufacturing clients roduct service accounts for ./0 of t!e revenue
and /10 of t!e rofit 2it! .30 of t!e #) investment of sales45!! Researc" "i#"li#"tin# t"e i$portance
o% Field Service &ana#e$ent
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Business#ntelligence
AssetManagement
"RM
%orforceManagement
ReairReturn%arranties
Service Parts
* Inventor# Mana"e$ent* Parts De$an M"$t* Ful!il$ent Operations
* Entitle$ents Processin"* SLAs
* Routin", Directions* Content Mana"e$ent
* Escalation Support
* Mobile Applications* Tec%nician Process
Support
* Preventative Maintenance* Li!ec#cle Mana"e$ent
* Asset Opti$i/ation, Availabilit#
So'rces( Accenture, 0artner
,ield ServiceProcesses
Mobile)ec!nician
Service"ontracts
* Call Center * Case Mana"e$ent* Cross1sell, 2psell
* Reverse Lo"istics
* Re!urbis%, Recall,Re$anu!acture
* Clai$s Processin"
* S(ills, Territories* Sc%eulin"* Capacit# Plannin"
Service Management Scoe
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Service Management6 A 7e$ 'ortunit$ Area
Source: D'F' lu$ber" Associates an AFSMI 3i"% Tec% Service usiness Opti$i/ation Stu#
#mrovement Area #ndustr$ Avg Best Practice 0 "!ange
Revenues per Tec%nician 89;333 8.1/333 < /=0
Pre1Ta4 Pro!it 9;0 /90 < 9.;0
2tili/ation 110 ;>0 < 1>0
Cost per Site 5isit 8.3; 89/= - >?0
Calls perRepair Co$pletion
94/ 949 - .90
Repair Turnaroun 14; da$s =4. da$s - /10
Lo"istics Oper' Costs asa 6 o! Total Cost
9=0 930 - .=0
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Agenda
* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
'racle Service Management Solution
S!iing *Receiving
'rders &"ases
#nvoices &Pa$ments
Mareting'ffers
#nventor$
#ntelligence"ustomer*Prod #nfo
7no2ledge BaseSecureAccess
Self-Service
Deot Reair Agent Assisted
,ield Service
Anal$(e Debrief "lose& Bill
Reair *Resolve
#dentif$& @erif$
%orflo2 Automation
Prioriti(e
Deliver$'tions
Plan &Sc!edule
Service Parts ogistics
Self-Service
P!one
#n Person
Channels Users
Agents
Anal$sts
"ustomers
Mobile
Proactive ServiceRaidResolution
"ontract Entitlements * %arranties
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
"aabilities"aabilities BenefitsBenefits
* Access at an# ti$e 7.849
* 5ie& transactions 7e'"' orers,returns, s%ip$ents, invoices
* 2pate contact an prouct in!o* Solve issues usin" !oru$s an
(no&le"e base
* Re;uest live %elp
* Lo" issue usin" !le4ible servicere;uest options 7e'"' e$plo#eeservice re;uest a"ainst assets
* Present $ar(etin" o!!ers < up1 =cross1sell
* >uic(l# resolve issues anin;uiries
* Reuce nu$ber o! issueslo""e
* Decrease call center interactions
* Ensure accurac# o! custo$erin!or$ation
* Pro$ote lo&er cost service
c%annels* Increase service options
* Reuce support costs
Enable Self-Service Allow )'sto$ers * +$ploees to -'ic.l Resolve /ss'es
Self-Service
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Agent Assisted ResonseSi$pli% and Speed Resol'tion
* Matc% custo$ers an a"ents base on business rules an policies
* Support an# custo$er service nee suc% as bills, orers, in!o re;uests, etc'* Support e!!icient "uie interactions &it% co$pre%ensive scriptin"
* E!!ectivel# $ana"e issues to $eet contractual response ti$e
* Provie CSR conte4t an ata !or up1 an cross1sellin"
* Customer Info
* Transaction Info
* Knowledge Base
* Repair History
Customer Service
#dentif$Solution
"ature#ssue
Resolve #ssue
Customer
Phone
mail ! "e#
CommonRepository * "ustomer @alue
* Securit$ * Access
* Routing andAssignments
Rules $ Policies
AgentAssisted
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Multi-"!annel #nteraction "enter Utilie est!/n!)lass ools and ec"nolo#ies
AgentAssisted
Agents
Scripte
ialo"ue
"ustomers *Emlo$ees
%eb "ollaboration
#ntegrated Email Resonse
#ntegrated )ele!on$
* >uic(l# an accuratel# provie
e$ail response !or sea$less,
?one touc%@ resolution
* Optionall# %oste via Siebel CallCenter on De$an
* Optionall# inte"rate irectl# &it%r part# telep%on# s#ste$s
* Enable real1ti$e a"ent accessto re$otel# control custo$er)sPC es(top to ia"nose anresolve issues
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Disatc!
,ield)ec!nicians
'timi(eSc!edule
"reate
,ield %or'rder
#dentif$Resolution
eeds
#nvoice"ustomer
Debrief
Resolve'n-Site
Sare
Parts
* Allo& Connecte an DisconnecteMobile Capabilities
* 5ie& Custo$er an IssueIn!or$ation Re$otel#
* Capture Prouct 2sa"e !ro$ Fiel
* Debrie! via 5oice
#mrove ,ield 'erations Address Needs at )'sto$er Pre%erred Place and i$e
,ieldService
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Agenda* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
na#les you to%
'racle ,ield Service Solution
Suort Multile Business Processes
'timi(e Sc!edule and Disatc! of ,ield Personnel
Suort t!e Mobile %or&force
Efficientl$ Manage Service Parts #nventor$
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Suort Multile Business Processes Address 3irt'all an Field Service Re'est t"ro'#" an So'rce
Self-Service
Agent-Assisted
Sales 'rder
MaintenanceSc!edule
Source
ProCect Reuest
Brea-,i
Move
PreventiveMaintenance
Deliver * #nstall
Fgrade * "!ange
Business Processes
Mac!ine-to-Mac!ine
,ield "!ange 'rder
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
7e$ Benefits:
Correct part = s(ille tec%nician arrive to"et%er
>ualit# service usin" pree!ine processes
ill custo$er properl# !actorin" contracts
Mini$i/e repeat visits
)rac Promise Date Manage #ssues @erif$ Entitlements
&le' Brea-,i&ini$ie )'sto$er Downti$e
'timi(e &Disatc!
#nsect &Reair
ReturnParts
#nvoiceand Bill
DefectiveProduct
* Self-Service* Agent-Assisted
* Mac!ine otification
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
"reatePM Programs
Disatc!)ec!nicians &Perform PM
'timi(eSc!edule
Debrief &#nvoice
* De!ine pro"ra$s 7e!ault sc%eule, resources, ite$s
* Sell pro"ra$ covera"e t%rou"% Service Contracts
* Forecast $aintenance sc%eules
* Auto1"enerate $aintenance re;uests !or e4ecution
* Auto1sc%eule resources, incluin" spare parts
an e;uip$ent
* 5ie& custo$er an preventive $aintenance &or(in!or$ation re$otel#
* E4ecute $aintenance &or( a"ainst establis%e proceures
* Re$otel# ebrie! ti$e, labor an $aterials
* Invoice custo$er
* Feebac( results to plan to aBust ti$in" o! ne4t PM activit#
&le' Preventive Maintenance PMS'pport Advanced Sc"ed'lin# Needs, Red'ce rea.downs
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Advanced Resource Sc!eduling/ncrease )'sto$er Satis%action and Service O'tp't
Business Processes
* Fiel Repair
* Preventive Maintenance
* Inspections
* Installations
* Deliveries
* Fiel C%an"e Orers
* Appoint$ent oo(in"
* ino&1to1Pro$ise* atc% Sc%eulin"
* atc% Opti$i/ation
Sc!edule'timi(ation
Scheduling Criteria
Resource
Availabilit#
Spares
Inventor#
Resource
S(ills
Travel Ti$e Contracts<
Priorit#
Asset
Location
D$namic Sc!edule Rebalancing Auto$atic sc%eule aBust$ent baseon actual !iel activit#
Sares #nventor$ "!ecReal1ti$e visibilit# to suppl# c%ain
(ptimi)ed Schedule
Scheduling (ptions
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Ftili(e Digital Mas to Route Res&ini$ie Drive i$e, &a5i$ie )'sto$er Face i$e
* Drive service revenue b#
enablin" $a4i$u$ nu$ber
o! service visits !or eac%
service representative
* Drive cost reuction b#
reucin" $ilea"e, travel
ti$e, an cost
* 5isuali/e via a ric% $ap
user inter!ace
'timi(ing street-levelroutes enables $ou to:
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Disatc! "enter for Ecetion Sc!edulingPer%or$ All Sc"ed'lin# Activities in a Sin#le 6ocation
#ntuitive "ell#ntuitive "ellomenclatureomenclature
"ontet sensitive"ontet sensitivemenu otions &menu otions &o-u screenso-u screens
#ntuitive cell#ntuitive cellnomenclaturenomenclature
)ime (one)ime (onetoggletoggle
CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
AlternateAlternateGantt vie2Gantt vie2
Plan Board @ie2
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Disatc! "enter for Ecetion Sc!edulingPer%or$ All Sc"ed'lin# Activities in a Sin#le 6ocation
CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Gantt @ie2
AlternateAlternatePlan vie2Plan vie2
#cons for visual#cons for visualdisla$ of criticaldisla$ of critical
informationinformation
#nteractive Gantt#nteractive Ganttdrag InJ drodrag InJ dro
)ool )i for)ool )i for
tas detailstas details
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Mobile Access for )ec!nicians)o$$'nicate and )ond'ct 'siness Re$otel
* Rapil# access critical
custo$er = prouct ata
* Resolve issues ;uic(l#
* Increase e!!icienc#
* Meet custo$er
e4pectations
* Ensure accurac# o!
issue < repair status
* Enable escalations
* ireless Real Ti$e
* ireless Store =For&ar
* 5oice < I5R
P*+ Cell Phone,aptopSmartphone
"onnectivit$ 'tions
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
,ield Service )ec!nician Portal7&6!ased, +as to Use and )on%i#'re, 6ow )ost
'rder return'rder returnand receiveand receivesare artssare artsRecord laborRecord labor
material andmaterial andeenseseenses
Receive &Receive &comlete Cobcomlete Cobassignmentsassignments
Fdate SRFdate SRinfo real-timeinfo real-time
"reate SR and"reate SR andfollo2-u tasfollo2-u tas
@ie2 & udate@ie2 & udateinstalled baseinstalled baseconfigurationconfiguration
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
#nteractive #nformation "atureRecord Res'lts o% 8e Service Re'est as.s
Signature
Capture
Tas- *e#rief
Tas-Completion
Additional )ass:
* Obtain rivin"irections an$aps
* Access(no&le"e base
* 5ie& on1%an
inventor#* Sel!1Sc%eulin"
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
ProductionEuiment
* Tec%nician usa"e
* Installe base* Custo$er svc levels
* Deliver# costs
* Lea ti$es
* Sa!et# stoc(s
Part
ReJs
Planner
* Assi"n$ents < orers base on:
1 -st: E4cess inventor#1 .n: De!ective part repair
1 Last: Ne& bu# o! parts
* Auto$atic replenis%$ent
* Avance parts searc%
* Multi1ec%elon, $ulti1or"consierations
* E$er"enc# < priorit#part orers = trac(in"
* Parts recover#
Sulier
Purc!ase'rders
Parts
PartsMove
'rder
Service Parts Planning *elivery !
Reverse ,ogistics
)ec!nician%are!ouse
Re.uirements
Trac-ing
Service Parts ManagementRed'ce /nventor )osts and Resol'tion i$e
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Service Parts Planning+ns're Parts are Available 9"ere and 9"en Needed
#nut
'n-'rder
,orecast
PlanningParameters
FsageHistor$
DefectiveReturns
Suersessions
#nventor$
SPP
ngine
Planned 'rders
* Ecess
* Reair
* e2-Bu$
't!er Recommendations
* Ecess on-order
* Resc!edules
* Fnutili(ed inventor$
* Revie2 suersededarts
'utut
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
%are!ouse Relenis!ment PlanningUtilie a i$e!P"ased 3iew o% Plannin# Reco$$endations
)otal forecasted)otal forecasted
reuirements forreuirements forart at t!isart at t!is2are!ouse2are!ouse
%!at is currentl$%!at is currentl$
on order and !o2on order and !o2it 2ill affect t!eit 2ill affect t!efuture balancefuture balance
Recommendations made b$Recommendations made b$
Sares Mgmt -- )ransfer ecessSares Mgmt -- )ransfer ecessarts from ot!er 2are!ousesKarts from ot!er 2are!ousesKReair artsK Bu$ ne2 artsReair artsK Bu$ ne2 arts
)ime-P!ased @ie2)ime-P!ased @ie2
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Supplier
Repair
E4ecution
* De!ective service parts !irst consoliate
* Plannin" < e$an tri""ers repair o! parts
* Support !or one1o!! prouct repair
* Supersessions to repair o&n1level parts
* Avance e4c%an"e repair option
* Enable repair orer trac(in"
#ntegrated Reverse ogistics+%%ectivel Ret'rn ro.en * Used Parts %or Disposition
"entral"entral
%are!ouse%are!ouse
DefectiveDefective
RegionalRegional
%are!ouses%are!ouses
DefectiveDefective
MetroMetro
%are!ouses%are!ouses
DefectiveDefective
,ield,ield
)ec!nicians)ec!nicians
DefectiveDefective
*efective Parts /low
"entral"entral
%are!ouse%are!ouse
FsableFsable
RegionalRegional
%are!ouses%are!ouses
FsableFsable
MetroMetro
%are!ouses%are!ouses
FsableFsable
,ield,ield
)ec!nicians)ec!nicians
FsableFsable
&cess Parts /low
Usa#le Parts /low to Technician
Ne& u#
!ro$ Supplier
Custo$er
Installe
ase
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
DemonstrationDemonstration
Dispatch CenterDispatch Center
Debrief Debrief
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Agenda* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
na#les you to%
'racle Deot Reair Solution
Suort Multile Reair ,lo2s
Eecute Efficient and Lualit$ Reairs
Streamline Reair ogistics and #nvoicing
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Manage Product ReturnsS'pport )o$plete 6o#istics : Repair Processin# Needs
DeotReair
BillingMfg &
#nventor$S!iing *Receiving
HumanResources
"ontracts
&changes
*epot Repair
*irect Product Return
* Levera"e Proven Processes = Proceures to Ensure >ualit#
* Enable T%ir Part# Repair Processes
* Trac( Repair Status an Actual Costs
* Auto$aticall# 2pate Prouct Con!i"uration an Repair 3istor#
Receiveand
#nsect
Estimateand
Arove
Planand
Sc!edule
StoreS!i
Debrief andBill
ReairRefurbis!Reclaim
#dentif$Resolution
eeds
Send oaner or Ec!ange
#dentif$Resolution
eeds
GenerateRMA
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
S!ioaner
Receiveoaner
#nsect &Reair
Receive
DefectiveProduct
S!iProduct
7e$ Benefits:
>ualit# Repairs 2sin" Pree!ine Processes
Maintain Custo$er Prouctivit#
Trac( All Prouct Activities it%in a Sin"le Repair Orer
)rac Promise Date Manage #ssues
&le' oaner Reair and Return&ini$ie )'sto$er Downti$e
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
7e$ Benefits:
Resolve Custo$erIssues >uic(l#
Process De!ects inul( !or Scrap orRe!urbis%$ent
Receive
DefectiveProduct
S!i
Ec!ange
Bul
Process Refurbis!
Return to
#nventor$
Scra
Deot #nternal Processing"ustomer #nvolvement
&le' Advanced Ec!angeResolve )'sto$er Prod'ct /ss'e
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Receive andReceive and
#nsect#nsect
ProductProduct
#nitial#nitial
EstimateEstimate
"omare"omare
"!arges"!arges
ReviseRevise
EstimateEstimate
Reair Reair
ProductProduct
* Provie an esti$ate to custo$er be!ore receivin" prouct
* Levera"e %istorical repair in!or$ation
* Provie an upate esti$ate to custo$er a!ter receivin" prouct
* Obtain custo$er approval be!ore startin" repair &or(
* Co$pare esti$ate to actual c%ar"es
* Noti!# custo$er o! concerns
* Repair usin" pree!ine proceures
* Receive custo$er prouct
* Per!or$ visual inspection
Estimate and Arove %or+ns're A#ree$ent etween )'sto$er and Depot
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* "reate reair Cob leveraging roven reair rocedures
1 List se;uence o! steps to be per!or$e
1 Ienti!# associate $aterial an labor %ours
1 Assi"n resources 7personnel an e;uip$ent
* Refer to tec!nical reference documents for assistance
* Fdate inventor$ for accurate roduct tracing
Eecute Reair Stes and ProceduresUse Proven Processes to +ns're -'alit
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"ustomer "ustomer initiatesinitiates
service reuestservice reuest
Auto-createAuto-createlogistics lineslogistics lines
based onbased onreair t$ereair t$e
@ie2 reair @ie2 reair order order
detailsdetails
Suort multile reair Suort multile reair orders er service reuestorders er service reuest
&le' "entrali(ed Reair ProcessingPer%or$ All F'nctions t"ro'#" Sin#le 9or.benc"
CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
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&le' Role-Based Reair Eecution+val'ate, +5ec'te and Debrie% Repair wit" &ini$al )lic.s
Evaluate Debrief
Eecute
Act on mostAct on mostcommoncommon
reuirementsreuirements#ssue materials#ssue materialsand resourcesand resources
Select andSelect andcomletecomlete
reair stesreair stes
CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
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* Monitor prouct status 7returns, e4c%an"es,loaners, an replace$ents
* Auto1create RMA 7Return Material
Aut%ori/ation an s%ip lines usin" repair
t#pes
* Trac( seriali/e proucts to prevent
prouct $i41up
* Process RMA an s%ip lines
* Auto$aticall# upate installe base
upon s%ippin" an receivin"
Manage ogistics+5ec'te and &onitor Prod'ct &ove$ent +%%icientl
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@ie2 latest@ie2 latestroduct statusroduct status
Auto-create RMA and s!iAuto-create RMA and s!i
lines based on reair t$elines based on reair t$e
Enable cradle-to-graveEnable cradle-to-gravetracing using serial numberstracing using serial numbers
and installed baseand installed base
Deot ogistics )abrac. Prod'ct &ove$ent and Stat's
Receive and s!iReceive and s!iroducts seamlessl$roducts seamlessl$
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Bul Receive 2it! Ecetions Processingrac. Prod'ct &ove$ent and Stat's
* 0et ite$s in %ouse
* Auto$atic o&ners%ip
trans!er at ti$e o! receipt
* E4ceptions processin"Scan itemScan item
informationinformation
Auto-createAuto-create
SR R'sSR R's
and RMAsand RMAs
Resolve 2arningsResolve 2arnings
before furt!erbefore furt!er
rocessingrocessing
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Fnderstand Reair Effort
* Levera"e (no&le"e base !or%istorical in!or$ation
* Ensure a"ree$ent bet&eencusto$er an epot
Record Reair "!arges
* Debrie! $aterial, labor = e4penses
* Co$pare actuals to esti$ate
* Noti!# custo$er o! iscrepancies
@erif$ "ontract Effectivit$
* Appl# appropriate iscounts
* 2pate &arranties
)imel$ Billing
* Revie& c%ar"es
* Sub$it c%ar"es!or invoicin"
Estimate
"!arges
Process
Entitlements
#nvoice
"ustomer
Debrief
Fdate Reositor$
* 2pate repair steps base on ne& ata
* Moi!# resource re;uire$ents
#nvoice "ustomer Process )"ar#es -'ic.l and Acc'ratel
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DemonstrationDemonstrationDepot Repair – Bulk OrdersDepot Repair – Bulk Orders
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Agenda
* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
* R-. En%ance$ents
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,ield )ec! Admin Portal
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A d
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CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract
Agenda
* Service Mana"e$ent + usiness C%allen"e
* Solution Overvie&
• Fiel Service
• Depot Repair
* R-. En%ance$ents
* >uestions an Ans&ers
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