Field Service

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



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




Agenda

* Service Mana"e$ent + usiness C%allen"e

* Solution Overvie&

• Fiel Service

• Depot Repair

* R-. En%ance$ents




Agenda


* Solution Overvie&

• Fiel Service

• Depot Repair

* R-. En%ance$ents




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




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


http://slidepdf.com/reader/full/field-service-568ee6fdd8545 7/57CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract

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


http://slidepdf.com/reader/full/field-service-568ee6fdd8545 8/57CONFIDENTIAL: All capabilities an ates are !or plannin" purposes onl# an $a# not be use in an# contract

Agenda


* Solution Overvie&

• Fiel Service

• Depot Repair




'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

Email

P!one

#n Person

Channels Users

Agents

Anal$sts

"ustomers

Mobile

Proactive ServiceRaidResolution

"ontract Entitlements * %arranties




"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







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




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




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




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$




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




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

&ample' Brea-,i&ini$ie )'sto$er Downti$e

'timi(e &Disatc!

#nsect &Reair

ReturnParts

#nvoiceand Bill

DefectiveProduct

* Self-Service* Agent-Assisted

* Mac!ine otification




"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#

&ample' Preventive Maintenance PMS'pport Advanced Sc"ed'lin# Needs, Red'ce rea.downs




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




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:



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


AlternateAlternateGantt vie2Gantt vie2

Plan Board @ie2



Disatc! "enter for Ecetion Sc!edulingPer%or$ All Sc"ed'lin# Activities in a Sin#le 6ocation


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




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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http://creative.gettyimages.com/source/search/ImageEnlarge.aspx?MasterID=dv1376010&s=ImageDetailSearchState%7C3%7C1%7C0%7C15%7C2%7C1%7C1%7C0%7C1%7C2%7C60%7C2000.13c4.0054..000b.26e0%7C1%7C0%7C%22cell+phone%22+and+%22no+people%22%7C%7C1%7C0&pk=6




,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




#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"




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




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




%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




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


DefectiveDefective

,ield,ield

)ec!nicians)ec!nicians

DefectiveDefective

*efective Parts /low

"entral"entral

%are!ouse%are!ouse

FsableFsable

RegionalRegional


FsableFsable

MetroMetro


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




DemonstrationDemonstration

Dispatch CenterDispatch Center

Debrief Debrief




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




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




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

&ample' oaner Reair and Return&ini$ie )'sto$er Downti$e




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

&ample' Advanced Ec!angeResolve )'sto$er Prod'ct /ss'e




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




* "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

http://www.hewland-engineering.co.uk/jpgs/technician-2.jpg




"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

&ample' "entrali(ed Reair ProcessingPer%or$ All F'nctions t"ro'#" Sin#le 9or.benc"





&ample' 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





* 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




@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$roducts seamlessl$




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




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




DemonstrationDemonstrationDepot Repair – Bulk OrdersDepot Repair – Bulk Orders




Agenda


* Solution Overvie&

• Fiel Service

• Depot Repair

* R-. En%ance$ents







,ield )ec! Admin Portal




























A d




Agenda


* Solution Overvie&

• Fiel Service

• Depot Repair

* R-. En%ance$ents

* >uestions an Ans&ers



*T3AN O2

Documents

Field Service