EBS Service Management
Steven Moses
Principal CRM Sales Consultant, Oracle
Field Service, Depot Repair Overview Presentation to NOOAUG, October 14, 2008
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
The 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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Safe Harbor Statement
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda
• Service Management – Business Challenge• Solution Overview
• Field Service• Depot Repair
• R12 Enhancements
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda
• Service Management – Business Challenge• Solution Overview
• Field Service• Depot Repair
• R12 Enhancements
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Service Management: At-a-Glance
Resource & Parts Planning
Dispatch & Repair
Closeout & Billing
• Identify andCapture Issues
• Create Work Orders
• Optimize Technician& Resource Schedules
• Assign Inventory
• Dispatch Technicians
• Repair / Resolve Issue On-Site
• Debrief on Time and Materials
• Create andSend Invoice
• Reconcile Inventory
“For manufacturing clients, product service accounts for 24% of the revenue and 45% of the profit with 20% of the IT investment of sales.”
-- Research highlighting the importance of Field Service Management
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
BusinessIntelligence
AssetManagement
CRM
WorkforceManagement
Repair,Return,
Warranties
Service Parts
• Inventory Management• Parts Demand Mgmt• Fulfilment Operations
• Entitlements Processing• SLAs
• Routing, Directions• Content Management• Escalation Support
• Mobile Applications• Technician Process
Support
• Preventative Maintenance• Lifecycle Management• Asset Optimization, Availability
Sources: Accenture, Gartner
Field ServiceProcesses
Mobile Technician
ServiceContracts
• Call Center• Case Management• Cross-sell, Upsell
• Reverse Logistics• Refurbish, Recall,
Remanufacture• Claims Processing
• Skills, Territories• Scheduling• Capacity Planning
Service Management Scope
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Service Management– A Key Opportunity Area
Source: D.F. Blumberg Associates and AFSMI High Tech Service Business Optimization Study
Improvement Area Industry Avg Best Practice % Change
Revenues per Technician $178,000 $254,000 + 43%
Pre-Tax Profit 18% 41% + 128%
Utilization 55% 86% + 56%
Cost per Site Visit $208 $143 - 69%
Calls per Repair Completion 1.4 1.1 - 21%
Repair Turnaround 5.8 days 3.2 days - 45%
Logistics Oper. Costs as a % of Total Cost 13% 10% - 23%
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda
• Service Management – Business Challenge• Solution Overview
• Field Service• Depot Repair
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Oracle Service Management Solution
Shipping /Receiving
Orders &Cases
Invoices &Payments
MarketingOffers
Inventory
IntelligenceCustomer/Prod Info,Knowledge Base
SecureAccessSecureAccess
Self-Service
Depot RepairAgent Assisted
Field Service
AnalyzeAnalyze DebriefDebrief Close& BillClose& Bill
Repair /ResolveRepair /Resolve
Identify & VerifyIdentify & Verify
Workflow AutomationWorkflow Automation
PrioritizePrioritize
DeliveryOptions
Plan &Schedule
Plan &Schedule
Service Parts LogisticsSelf-
Service
Phone
In Person
Channels Users
Agents
Analysts
Customers
Mobile
Proactive ServiceRapidResolution
Contract Entitlements / Warranties
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CapabilitiesCapabilities BenefitsBenefits
• Access at any time (24x7)
• View transactions (e.g. orders, returns, shipments, invoices)
• Update contact and product info
• Solve issues using forums and knowledge base
• Request live help
• Log issue using flexible service request options (e.g. employee service request against assets)
• Present marketing offers / up- & cross-sell
• Access at any time (24x7)
• View transactions (e.g. orders, returns, shipments, invoices)
• Update contact and product info
• Solve issues using forums and knowledge base
• Request live help
• Log issue using flexible service request options (e.g. employee service request against assets)
• Present marketing offers / up- & cross-sell
• Quickly resolve issues and inquiries
• Reduce number of issues logged
• Decrease call centerinteractions
• Ensure accuracy of customer information
• Promote lower cost service channels
• Increase service options
• Reduce support costs
• Quickly resolve issues and inquiries
• Reduce number of issues logged
• Decrease call centerinteractions
• Ensure accuracy of customer information
• Promote lower cost service channels
• Increase service options
• Reduce support costs
Enable Self-ServiceAllow Customers / Employees to Quickly Resolve Issues
Self-Service
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agent Assisted ResponseSimplify and Speed Resolution
• Match customers and agents based on business rules and policies
• Support any customer service need such as bills, orders, info requests, etc.
• Support efficient guided interactions with comprehensive scripting
• Effectively manage issues to meet contractual response time
• Provide CSR context and data for up- and cross-selling
• Customer Info• Transaction Info • Knowledge Base • Repair History
• Customer Info• Transaction Info • Knowledge Base • Repair History
CustomerService
IdentifySolution
CaptureIssue
Resolve Issue
Customer
Phone
Email / Web
CommonRepository
• Customer Value
• Security / Access
• Routing andAssignments
Rules & Policies
AgentAssisted
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Multi-Channel Interaction CenterUtilize Best-In-Class Tools and Technologies
AgentAssisted
Agents
Scripted dialogue
Customers / Employees
Web Collaboration
Integrated Email Response
Integrated Telephony
• Quickly and accurately provide email response for seamless, “one touch” resolution
• Optionally hosted via Siebel Call Center on Demand
• Optionally integrate directly with 3rd party telephony systems
• Enable real-time agent access to remotely control customer’s PC desktop to diagnose and resolve issues
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
DispatchField
TechniciansOptimizeSchedule
CreateField Work
Order
IdentifyResolution
Needs
Invoice Customer
Debrief
ResolveOn-Site
SpareParts
• Allow Connected and DisconnectedMobile Capabilities
• View Customer and Issue Information Remotely
• Capture Product Usage from Field
• Debrief via Voice
Improve Field OperationsAddress Needs at Customer Preferred Place and Time
FieldService
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda• Service Management – Business Challenge
• Solution Overview• Field Service• Depot Repair
Enables you to…
Oracle Field Service Solution
Support Multiple Business Processes
Optimize Schedule and Dispatch of Field Personnel
Support the Mobile Workforce
Efficiently Manage Service Parts Inventory
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Support Multiple Business ProcessesAddress Virtually any Field Service Request through any Source
Self-Service
Agent-Assisted
Sales Order
Maintenance Schedule
Source
Project Request
Break-Fix
Move
Preventive Maintenance
Deliver / Install
Upgrade / Change
Business Processes
Machine-to-Machine
Field Change Order
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Key Benefits: Correct part & skilled technician arrive together
Quality service using predefined processes
Bill customer properly factoring contracts
Minimize repeat visits
Track Promise Date, Manage Issues, Verify Entitlements
Example: Break-FixMinimize Customer Downtime
Optimize &Dispatch
Inspect &Repair
ReturnParts
Invoice and Bill
DefectiveProduct
• Self-Service• Agent-Assisted• Machine Notification
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CreatePM Programs
DispatchTechnicians &
Perform PM
OptimizeSchedule
Debrief & Invoice
• Define programs (default schedule, resources, items)
• Sell program coverage through Service Contracts
• Forecast maintenance schedules
• Auto-generate maintenance requests for execution
• Auto-schedule resources, including spare parts and equipment
• View customer and preventive maintenance work information remotely
• Execute maintenance work against established procedures
• Remotely debrief time, labor and materials
• Invoice customer
• Feedback results to plan to adjust timing of next PM activity
Example: Preventive Maintenance (PM)Support Advanced Scheduling Needs, Reduce Breakdowns
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Advanced Resource SchedulingIncrease Customer Satisfaction and Service Output
Business Processes
• Field Repair• Preventive Maintenance• Inspections• Installations• Deliveries• Field Change Orders
• Appointment Booking• Window-to-Promise• Batch Scheduling• Batch Optimization
ScheduleOptimization
Scheduling Criteria
ResourceAvailability
SparesInventory
ResourceSkills
Travel Time Contracts/Priority
AssetLocation
Dynamic Schedule RebalancingAutomatic schedule adjustment based on actual field activity
Spares Inventory CheckReal-time visibility to supply chain
OptimizedSchedule
Scheduling Options
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Utilize Digital Maps to Route Reps Minimize Drive Time, Maximize Customer Face Time
• Drive service revenue by enabling maximum number of service visits for each service representative
• Drive cost reduction by reducing mileage, travel time, and cost
• Visualize via a rich map user interface
Optimizing street-level routes enables you to:
Dispatch Center for Exception SchedulingPerform All Scheduling Activities in a Single Location
Intuitive Cell Intuitive Cell NomenclatureNomenclature
Context sensitiveContext sensitivemenu options & menu options & pop-up screenspop-up screens
Intuitive cellIntuitive cellnomenclaturenomenclature
Time zone Time zone toggletoggle
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
AlternateAlternateGantt viewGantt view
Plan Board View
Dispatch Center for Exception SchedulingPerform All Scheduling Activities in a Single Location
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Gantt View
AlternateAlternatePlan viewPlan view
Icons for visual Icons for visual display of critical display of critical
informationinformation
Interactive Gantt Interactive Gantt (drag ‘n’ drop)(drag ‘n’ drop)
Tool Tip for Tool Tip for task detailstask details
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Mobile Access for TechniciansCommunicate and Conduct Business Remotely
• Rapidly access critical customer & product data
• Resolve issues quickly
• Increase efficiency
• Meet customer expectations
• Ensure accuracy of issue / repair status
• Enable escalations
• Rapidly access critical customer & product data
• Resolve issues quickly
• Increase efficiency
• Meet customer expectations
• Ensure accuracy of issue / repair status
• Enable escalations
• Wireless Real Time
• Wireless Store & Forward
• Voice / IVR
PDA Cell PhoneLaptopSmartphone
Connectivity Options
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Field Service Technician PortalHTML-Based, Easy to Use and Configure, Low Cost
Order, return,Order, return,and receiveand receivespare partsspare partsRecord labor, Record labor,
material, and material, and expensesexpenses
Receive &Receive &complete jobcomplete jobassignmentsassignments
Update SR Update SR info real-timeinfo real-time
Create SR andCreate SR andfollow-up taskfollow-up task
View & update View & update installed base installed base configurationconfiguration
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Interactive Information CaptureRecord Results of Key Service Request Tasks
Signature Capture
Task Debrief
Task Completion
Additional Tasks:• Obtain driving
directions and maps
• Access knowledge base
• View on-handinventory
• Self-Scheduling
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
ProductionEquipment
• Technician usage• Installed base• Customer svc levels• Delivery costs• Lead times• Safety stocks
Part
Req’s
Planner
• Assignments / orders based on:
- 1st: Excess inventory
- 2nd: Defective part repair
- Last: New buy of parts
• Automatic replenishment
• Advanced parts search
• Multi-echelon, multi-orgconsiderations
• Emergency / priority part orders & tracking
• Parts recovery
Supplier
PurchaseOrders
Parts
PartsMove
Order
Service Parts PlanningDelivery /
Reverse Logistics
TechnicianWarehouse
RequirementsTracking
Service Parts ManagementReduce Inventory Costs and Resolution Time
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Service Parts PlanningEnsure Parts are Available Where and When Needed
Input
On-Order
Forecast
PlanningParameters
UsageHistory
DefectiveReturns
Supersessions
Inventory
SPP
Engine
Planned Orders
• Excess• Repair• New-Buy
OtherRecommendations
• Excess on-order• Reschedules• Unutilized inventory• Review superseded
parts
Output
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Warehouse Replenishment PlanningUtilize a Time-Phased View of Planning Recommendations
Total forecasted Total forecasted requirements for requirements for
part at this part at this warehousewarehouse
What is currently What is currently on order and how on order and how
it will affect the it will affect the future balancefuture balance
Recommendations made by Recommendations made by Spares Mgmt -- Transfer excess Spares Mgmt -- Transfer excess parts from other warehouses; parts from other warehouses; Repair parts; Buy new partsRepair parts; Buy new parts
Time-Phased ViewTime-Phased View
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
SupplierRepair
Execution
• Defective service parts first consolidated• Planning / demand triggers repair of parts • Support for one-off product repair
• Supersessions to repair down-level parts • Advanced exchange repair option• Enable repair order tracking
Integrated Reverse LogisticsEffectively Return Broken / Used Parts for Disposition
CentralCentralWarehouseWarehouseDefectiveDefective
RegionalRegionalWarehousesWarehouses
DefectiveDefective
MetroMetroWarehousesWarehouses
DefectiveDefective
FieldFieldTechniciansTechnicians
DefectiveDefective
Defective Parts Flow
CentralCentralWarehouseWarehouse
UsableUsable
RegionalRegionalWarehousesWarehouses
UsableUsable
MetroMetroWarehousesWarehouses
UsableUsable
FieldFieldTechniciansTechnicians
UsableUsable
Excess Parts Flow
Usable Parts Flow to TechnicianNew Buy
from Supplier
CustomerInstalled
Base
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
DemonstrationDemonstrationDispatch CenterDispatch Center
DebriefDebrief
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda• Service Management – Business Challenge
• Solution Overview• Field Service• Depot Repair
Enables you to…
Oracle Depot Repair Solution
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Manage Product ReturnsSupport Complete Logistics & Repair Processing Needs
DepotRepair
BillingMfg &
InventoryShipping /Receiving
HumanResources
Contracts
Exchanges
Depot Repair
Direct Product Return
• Leverage Proven Processes & Procedures to Ensure Quality
• Enable Third Party Repair Processes
• Track Repair Status and Actual Costs
• Automatically Update Product Configuration and Repair History
Receiveand
Inspect
Estimate and
Approve
Planand
Schedule
Store,Ship
DebriefandBill
Repair,Refurbish,Reclaim
IdentifyResolution
Needs
Send Loaneror Exchange
IdentifyResolution
Needs
GenerateRMA
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
ShipLoaner
ReceiveLoaner
Inspect &Repair
ReceiveDefectiveProduct
ShipProduct
Key Benefits:
Quality Repairs Using Predefined Processes
Maintain Customer Productivity
Track All Product Activities Within a Single Repair Order
Track Promise Date, Manage Issues
Example: Loaner, Repair and ReturnMinimize Customer Downtime
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Key Benefits: Resolve Customer
Issues Quickly
Process Defects in Bulk for Scrap or Refurbishment
ReceiveDefective Product
Ship Exchange
BulkProcess Refurbish
Return toInventory
Scrap
Depot Internal ProcessingCustomer Involvement
Example: Advanced ExchangeResolve Customer Product Issue
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Receive andReceive andInspectInspect
ProductProduct
InitialInitialEstimateEstimate
CompareCompareChargesCharges
ReviseReviseEstimateEstimate
RepairRepairProductProduct
• Provide an estimate to customer before receiving product • Leverage historical repair information
• Provide an updated estimate to customer after receiving product• Obtain customer approval before starting repair work
• Compare estimate to actual charges• Notify customer of concerns
• Repair using predefined procedures
• Receive customer product• Perform visual inspection
Estimate and Approve WorkEnsure Agreement Between Customer and Depot
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
• 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
• 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
Execute Repair Steps and ProceduresUse Proven Processes to Ensure Quality
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CustomerCustomerinitiatesinitiates
service requestservice request
Auto-createAuto-createlogistics lines logistics lines
based on based on repair typerepair type
View repairView repairorderorder
detailsdetails
Support multiple repairSupport multiple repairorders per service requestorders per service request
Example: Centralized Repair ProcessingPerform All Functions through Single Workbench
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Example: Role-Based Repair Execution Evaluate, Execute and Debrief Repair with Minimal Clicks
Evaluate Debrief
Execute
Act on mostAct on mostcommoncommon
requirementsrequirementsIssue materialsIssue materialsand resourcesand resources
Select andSelect andcompletecomplete
repair stepsrepair steps
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
• 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
Manage LogisticsExecute and Monitor Product Movement Efficiently
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
View latestView latestproduct statusproduct status
Auto-create RMA and shipAuto-create RMA and shiplines based on repair typelines based on repair type
Enable cradle-to-grave Enable cradle-to-grave tracking using serial numbers tracking using serial numbers
and installed baseand installed base
Depot Logistics TabTrack Product Movement and Status
Receive and ship Receive and ship products seamlesslyproducts seamlessly
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Bulk Receive with Exceptions ProcessingTrack Product Movement and Status
• Get items in house
• Automatic ownership transfer at time of receipt
• Exceptions processing Scan item Scan item informationinformation
Auto-create Auto-create SR, ROs SR, ROs
and RMAsand RMAs
Resolve warnings Resolve warnings before further before further
processingprocessing
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
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 charges for invoicing
EstimateChargesEstimateCharges
Process Entitlements
Process Entitlements
Invoice CustomerInvoice
CustomerDebriefDebrief
Update Repository• Update repair steps based on new data
• Modify resource requirements
Invoice CustomerProcess Charges Quickly and Accurately
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
DemonstrationDemonstrationDepot Repair – Bulk OrdersDepot Repair – Bulk Orders
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda
• Service Management – Business Challenge• Solution Overview
• Field Service• Depot Repair
• R12 Enhancements
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Field Tech Admin Portal
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
Agenda
• Service Management – Business Challenge• Solution Overview
• Field Service• Depot Repair
• R12 Enhancements• Questions and Answers?
CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract
•THANK YOU