R12 Delta Traing - Depot Repair

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Full Spectrum Functionality

OracleDepot Repair
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Depot Repair At-a-Glance

Issue Identification

Repair Resolution

Repair Processing

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 PressuresRepair 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 capture

and 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?

Issue Identification

Repair Processing

Repair Resolution


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Help DeskAgent

DepotManager

ServiceTechnician

BillingClerk

Operational Challenges

CustomerIssues

Fragmented Customer and Repair Data, Manual Processes

Is this an existingcustomeris this arecurring problem?

Who do Ichargehow

much?

How do I prioritizethe repairwhat isthe repair status?

Should I repair thisitemhow do I

repair this?


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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


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How OracleDelivers


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Solution

An 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 Debrief Close& BillRepair /Resolve

Identify& Verify

Contract Entitlements / Warranties

Workflow Automation

Prioritize

DeliveryOptions

Plan &Schedule

Service Parts LogisticsSelf-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 DataRepository

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

CommonData

Repository


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Resolve Issues with Accurate, Real- Time Information

Customer Information

Contract Entitlements

Installed Base (ProductHistory, Configuration)

Service Request andRepair Order Status

Returns / Shipments Contact Information

CommonData

Repository

Depot Agent

Repair Technician

MaterialHandler
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Accelerate Response via Seamless Contract Integration

Customer Depot Agent

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 toinformation

Initiate service request remotelythrough web

Decrease errors by capturing

information at the source Track service request status

and updates without agentinvolvement


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Address 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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,ReturnMinimize Customer Downtime

ShipLoaner

ReceiveLoaner

Inspect &Repair

ReceiveDefectiveProduct

ShipProduct

Key Benefits: Quality Repairs Using Predefined ProcessesMaintain Customer ProductivityTrack 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 QuicklyProcess Defects inBulk for Scrap or Refurbishment

ReceiveDefectiveProduct

ShipExchange

BulkProcess Refurbish

Return toInventory

Scrap

Depot Internal ProcessingCustomer Involvement


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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 ship

products seamlessly

Enable cradle-to-gravetracking using serial numbers

and installed base


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Process Charges Quickly and Accurately

Understand Repair Effort Leverage knowledge base for

historical information Ensure agreement between

customer 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

InvoiceCustomerDebrief

Update Repository Update repair steps based on new data Modify resource requirements


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Evolution of Oracle Depot Repair

Released with 11i.9 Existing 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 processingand 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 repair order splitting

Self-service repair order tracking


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Oracle Depot Repair Solution






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Create A Repair Order


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Logistics Tab


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Repair Estimate


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Estimate Approval


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Auto Receive Customer Product


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Diagnostics Tab


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Knowledge Base


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Repair Tasks


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Repair Actuals


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Actual Charge Lines


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Ship Customer Product


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Service Request


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Charges Report


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Documents

R12 Delta Traing - Depot Repair