EBS Service Management: Field Service, Depot Repair Overview

EBS Service Management
Field Service, Depot Repair Overview

Presentation to NOOAUG, October 14, 2008
Steven Moses
Principal CRM Sales Consultant, Oracle
Safe Harbor Statement

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 Oracles products
remains at the sole discretion of Oracle.
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
Agenda
Solution Overview
Field Service
Depot Repair
R12 Enhancements
Service Management: At-a-Glance

Resource &
Parts Planning
Identify and
Capture Issues
Create Work Orders
Optimize Technician
& Resource
Schedules
Dispatch
& Repair
Assign Inventory
Dispatch
Technicians
Repair / Resolve
Issue On-Site
Closeout
& Billing
Debrief on Time
and Materials
Create and
Send 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
Service Management Scope
Asset
Management
Inventory Management
Parts Demand Mgmt
Fulfilment Operations
Service Parts
Reverse Logistics
Refurbish, Recall,
Remanufacture
Claims Processing
Repair,
Return,
Warranties
Mobile Applications
Technician Process
Support
Preventative Maintenance
Lifecycle Management
Asset Optimization, Availability
CRM
Business
Intelligence
Mobile
Technician
Service
Contracts
Field Service
Processes
Workforce
Management
Call Center
Case Management
Cross-sell, Upsell
Entitlements Processing
SLAs
Routing, Directions
Content Management
Escalation Support
Skills, Territories
Scheduling
Capacity Planning
Sources: Accenture, Gartner
Service Management A Key Opportunity Area

Improvement Area
Industry Avg
Best Practice
% Change
$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%
13%
10%
- 23%
Revenues per Technician
Logistics Oper. Costs as

a % of Total Cost
Source: D.F. Blumberg Associates and AFSMI High Tech Service Business Optimization Study
Agenda
Solution Overview
Field Service
Depot Repair
Oracle Service Management Solution

Customer/Prod Info,
Knowledge Base
Channels
SelfService
Email
Rapid
Resolution
Secure
Access
Intelligence
Proactive Service
Delivery
Options
Users
Self-Service
Field Service
Agent Assisted
Depot Repair
Service Parts Logistics
Identify
& Verify
Analyze Prioritize
Plan & Repair /

Schedule Resolve
Debrief
Close
& Bill
Agents
Analysts
Workflow Automation
Phone
In Person
Customers
Contract Entitlements / Warranties
Shipping /
Receiving
Orders &
Cases
Marketing
Offers
Inventory
Invoices &
Payments
Mobile
SelfService
Enable Self-Service
Allow Customers / Employees to Quickly Resolve Issues

Capabilities
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
Benefits
Quickly resolve issues and

inquiries
Reduce number of issues

logged
Decrease call center

interactions
Ensure accuracy of customer

information
Promote lower cost service

channels
Increase service options

Reduce support costs
Agent Assisted Response
Agent
Assisted
Simplify and Speed Resolution

Customer
Rules & Policies
Customer Value
Phone
Security / Access
Routing and
Customer
Service
Common
Repository
Capture
Issue
Assignments
Resolve Issue
Identify
Solution
Customer Info
Transaction Info
Knowledge Base
Repair History
Email / Web
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
Multi-Channel Interaction Center

Utilize Best-In-Class Tools and Technologies
Customers /
Employees
Integrated Email Response
Agent
Assisted
Agents
Quickly and accurately provide

email response for seamless,
one touch resolution
Integrated Telephony
Optionally hosted via Siebel Call

Center on Demand
Optionally integrate directly with
3rd party telephony systems
Web Collaboration
Enable real-time agent access

to remotely control customers
PC desktop to diagnose and
resolve issues
Scripted
dialogue
Field
Service
Improve Field Operations
Address Needs at Customer Preferred Place and Time

Spare
Parts
Identify
Resolution
Needs
Create
Field Work
Order
Optimize
Schedule
Dispatch
Field
Technicians
Resolve
On-Site
Debrief
Invoice
Customer
Allow Connected and Disconnected

Mobile Capabilities
View Customer and Issue
Information Remotely
Capture Product Usage from Field
Debrief via Voice
Agenda

Solution Overview
Field Service
Depot Repair
Oracle Field Service Solution

Enables you to
Support Multiple Business Processes

Optimize Schedule and Dispatch of Field Personnel
Support the Mobile Workforce
Efficiently Manage Service Parts Inventory
Support Multiple Business Processes
Address Virtually any Field Service Request through any Source

Source
Self-Service
Business Processes
Break-Fix
Agent-Assisted
Sales Order
Preventive
Maintenance
Maintenance
Schedule
Deliver / Install
Project Request
Upgrade / Change
Field Change Order
Move
Machine-to-Machine
Example: Break-Fix
Minimize Customer Downtime
Track Promise Date, Manage Issues, Verify Entitlements

Defective
Product
Self-Service
Agent-Assisted
Machine Notification
Optimize &
Dispatch
Key Benefits:
Correct part & skilled technician arrive together
Quality service using predefined processes
Bill customer properly factoring contracts
Minimize repeat visits
Inspect &
Repair
Invoice
and Bill
Return
Parts
Example: Preventive Maintenance (PM)

Support Advanced Scheduling Needs, Reduce Breakdowns
Create
PM Programs
Optimize
Schedule
Dispatch
Technicians &
Perform PM
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
Advanced Resource Scheduling

Increase Customer Satisfaction and Service Output
Business Processes
Field Repair
Preventive Maintenance
Inspections
Installations
Deliveries
Field Change Orders
Scheduling Criteria
Resource
Skills
Spares
Inventory
Travel Time
Contracts/
Priority
Scheduling Options
Automatic schedule adjustment based

on actual field activity
Real-time visibility to supply chain
Resource
Availability
Schedule
Optimization
Dynamic Schedule Rebalancing

Spares Inventory Check
Asset
Location
Optimized
Schedule
Appointment Booking
Window-to-Promise
Batch Scheduling
Batch Optimization
Utilize Digital Maps to Route Reps

Minimize Drive Time, Maximize Customer Face Time
Optimizing street-level
routes enables you to:
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
Dispatch Center for Exception Scheduling

Perform All Scheduling Activities in a Single Location
Plan Board View
Context sensitive
menu options &
pop-up screens
Alternate
Gantt view
Time zone
toggle
Intuitive
Intuitive Cell
cell
Nomenclature
nomenclature
Dispatch Center for Exception Scheduling

Perform All Scheduling Activities in a Single Location
Gantt View
Icons for visual

display of critical
information
Interactive Gantt
(drag n drop)
Tool Tip for

task details
Alternate
Plan view
Mobile Access for Technicians

Communicate and Conduct Business Remotely
PDA
Smartphone Laptop
Cell Phone
Rapidly access critical

customer & product data
Resolve issues quickly

Increase efficiency
Connectivity Options
Wireless Real Time
Wireless Store &
Forward
Voice / IVR
Meet customer
expectations
Ensure accuracy of
issue / repair status
Enable escalations
Field Service Technician Portal
HTML-Based, Easy to Use and Configure, Low Cost
Receive &
complete job
assignments
View & update

installed base
configuration
Record labor,
material, and
expenses
Update SR
info real-time
Order, return,
and receive
spare parts
Create SR and
follow-up task
Interactive Information Capture

Record Results of Key Service Request Tasks
Signature
Capture
Task Debrief
Additional Tasks:
Obtain driving
directions and
maps
Access
knowledge base
View on-hand
inventory
Self-Scheduling
Task
Completion
Service Parts Management
Reduce Inventory Costs and Resolution Time

Requirements
Tracking
Delivery /
Reverse Logistics
Service Parts Planning

Supplier
Purchase
Orders
Production
Equipment
Technician usage
Installed base
Customer svc levels
Delivery costs
Lead times
Safety stocks
Parts
Planner
Warehouse
Part
Move
Reqs
Order
Assignments / orders based on:

- 1st: Excess inventory
- 2nd: Defective part repair
- Last: New buy of parts
Automatic replenishment
Technician
Parts
Advanced parts search

Multi-echelon, multi-org
considerations
Emergency / priority
part orders & tracking
Parts recovery
Service Parts Planning
Ensure Parts are Available Where and When Needed

Input
Output
Planned Orders
Inventory
Excess
Repair
New-Buy
On-Order
Forecast
Planning
Parameters
Usage
History
Defective
Returns
Supersessions
SPP
Engine
Other
Recommendations
Excess on-order
Reschedules
Unutilized inventory
Review superseded
parts
Warehouse Replenishment Planning
Utilize a Time-Phased View of Planning Recommendations
Recommendations made by
Spares Mgmt -- Transfer excess
parts from other warehouses;
Repair parts; Buy new parts
Total forecasted
requirements for
part at this
warehouse
What is currently
on order and how
it will affect the
future balance
Time-Phased View
Integrated Reverse Logistics
Effectively Return Broken / Used Parts for Disposition

New Buy
from Supplier
Central
Warehouse
Usable
Supplier
Repair
Execution
Usable Parts Flow to Technician

Regional
Warehouses
Usable
Metro
Warehouses
Usable
Field
Technicians
Usable
Customer
Installed
Base
Excess Parts Flow

Central
Warehouse
Defective
Regional
Warehouses
Defective
Metro
Warehouses
Defective
Field
Technicians
Defective
Defective Parts Flow
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
Demonstration
DispatchCenter
Debrief
Agenda

Solution Overview
Field Service
Depot Repair
Oracle Depot Repair Solution

Enables you to
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing
Manage Product Returns
Depot
Repair
Support Complete Logistics & Repair Processing Needs

Direct Product Return
Identify
Resolution
Needs
Exchanges
Identify
Resolution
Needs
Depot Repair
Generate
RMA
Receive
and
Inspect
Repair,
Plan
Refurbish,
and
Schedule Reclaim
Store,
Ship
Debrief
and
Bill
Human
Resources
Billing
Send Loaner
or Exchange
Shipping /
Receiving
Estimate
and
Approve
Contracts
Mfg &
Inventory
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
Example: Loaner, Repair and Return

Minimize Customer Downtime
Track Promise Date, Manage Issues
Ship
Loaner
Receive
Defective
Product
Inspect &
Repair
Ship
Product
Receive
Loaner
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
Ship
Exchange
Receive
Defective
Product
Depot Internal Processing
Bulk
Process
Refurbish
Return to
Inventory
Key Benefits:
Resolve Customer
Issues Quickly
Process Defects in
Scrap
Bulk for Scrap or

Refurbishment
Estimate and Approve Work
Ensure Agreement Between Customer and Depot

Initial
Estimate
Receive and
Inspect
Product
Provide an estimate to customer before receiving product

Leverage historical repair information
Receive customer product
Perform visual inspection
Revise
Estimate
Provide an updated estimate to customer after receiving product

Obtain customer approval before starting repair work
Repair
Product
Repair using predefined procedures
Compare
Charges
Compare estimate to actual 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
Example: Centralized Repair Processing

Perform All Functions through Single Workbench
Customer
initiates
service request
Auto-create
logistics lines
based on
repair type
Support multiple repair

orders per service request
View repair
order
details
CONFIDENTIAL: All
All capabilities
capabilities and
and dates
dates are
are for
for planning
planning purposes
purposes only
only and
and may
may not
not be
be used
used in
in any
any contract
contract
CONFIDENTIAL:
Example: Role-Based Repair Execution

Evaluate, Execute and Debrief Repair with Minimal Clicks
Execute
Evaluate
Issue materials
and resources
Select and
complete
repair steps
Debrief
Act on most
common
requirements
CONFIDENTIAL: All
All capabilities
capabilities and
and dates
dates are
are for
for planning
planning purposes
purposes only
only and
and may
may not
not be
be used
used in
in any
any contract
contract
CONFIDENTIAL:
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
product status
Auto-create RMA and ship

lines based on repair type
Receive and ship

products seamlessly
Enable cradle-to-grave
tracking using serial numbers
and installed base
Bulk Receive with Exceptions Processing

Track Product Movement and Status
Get items in house

Auto-create
SR, ROs
and RMAs
Scan item
information
Automatic ownership
transfer at time of receipt
Exceptions processing
Resolve warnings
before further
processing
Invoice Customer
Process Charges Quickly and Accurately

Understand Repair Effort
Leverage knowledge base for
Verify Contract Effectivity

Apply appropriate discounts
Update warranties
historical information
Ensure agreement between
customer and depot
Estimate
Charges
Debrief
Process
Entitlements
Record Repair Charges

Debrief material, labor & expenses
Compare actuals to estimate
Notify customer of discrepancies
Invoice
Customer
Timely Billing
Review charges
Submit charges
for invoicing
Update Repository
Update repair steps based on new data
Modify resource requirements
Demonstration
DepotRepairBulkOrders
Agenda
Solution Overview
Field Service
Depot Repair
R12 Enhancements
Field Tech Admin Portal
Agenda
Solution Overview
Field Service
Depot Repair
R12 Enhancements
Questions and Answers?
THANK YOU

EBS Service Management: Field Service, Depot Repair Overview

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EBS Service Management: Field Service, Depot Repair Overview

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EBS Service Management

Field Service, Depot Repair Overview

Safe Harbor Statement

Service Management: At-a-Glance

Service Management Scope

Service Management A Key Opportunity Area

Cost per Site Visit

Revenues per Technician

Logistics Oper. Costs as

Oracle Service Management Solution

Plan & Repair /

Contract Entitlements / Warranties

Allow Customers / Employees to Quickly Resolve Issues

Access at any time (24x7)

Update contact and product info

Request live help

request options (e.g. employee

Present marketing offers / up- &

Quickly resolve issues and

Reduce number of issues

Decrease call center

Ensure accuracy of customer

Promote lower cost service

Increase service options

Agent Assisted Response

Simplify and Speed Resolution

Match customers and agents based on business rules and policies

Multi-Channel Interaction Center

Integrated Email Response

Quickly and accurately provide

Optionally hosted via Siebel Call

Enable real-time agent access

Improve Field Operations

Address Needs at Customer Preferred Place and Time

Allow Connected and Disconnected

Service Management Business Challenge

Oracle Field Service Solution

Support Multiple Business Processes

Support Multiple Business Processes

Address Virtually any Field Service Request through any Source

Field Change Order

Track Promise Date, Manage Issues, Verify Entitlements

Example: Preventive Maintenance (PM)

Define programs (default schedule, resources, items)

View customer and preventive maintenance work

Remotely debrief time, labor and materials

Advanced Resource Scheduling

Automatic schedule adjustment based

Dynamic Schedule Rebalancing

Utilize Digital Maps to Route Reps

Drive service revenue by

Drive cost reduction by

Visualize via a rich map

Dispatch Center for Exception Scheduling

Dispatch Center for Exception Scheduling

Icons for visual

Tool Tip for

Mobile Access for Technicians

Rapidly access critical

Resolve issues quickly

Field Service Technician Portal

HTML-Based, Easy to Use and Configure, Low Cost

View & update