10 Key Points of a Value Driven Solution by Tavant Technologies

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This presentation was presented by Ken Deters of NACCO Material Handling and Roshan Pinto, Director Manufacturing Practice, Tavant Technologies at the Warranty Chain Management Conference 2013. This talks about a company's approach to choose a Warranty Solution apt for their business needs.

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  • Global and cross functional needs.
  • Needs assessment. Organizing thoughts.
  • Needs assessment. Organizing thoughts.
  • What we were looking for…Discussions with Gartner…
  • Process used to narrow down the field…visits….evaluation matrices…interviews…
  • Partnership to develop….
  • Partnership to develop….
  • 10 Key Points of a Value Driven Solution by Tavant Technologies

    1. 1. > 10 Key Points of a Value Driven Solution Presented by Tavant Technologies at The Warranty Chain Management Conference 2013 PEOPLE. PASSION. EXCELLENCE.
    2. 2. 10 Point Summary • Identify • Shortlist • Correlate • Analyze • Document • Share WHAT? WHO? WHY? WHEN? • ROI • Visit • Decide • Finalize Tavant Proprietary & Confidential
    3. 3. What? Identify Correlate Document Tavant Proprietary & Confidential
    4. 4. Identify Business Needs> Need to understand warranty globally — Several unique operational theaters> Need common warranty data and metrics — Have data in many different databases> Need common warranty process — Some geographic theaters have very antiquated systems Tavant Proprietary & Confidential
    5. 5. Correlate Ideas> Different needs exist in different theaters> Different customer expectations> Establish a steering committee including cross functional and cross theater managers Tavant Proprietary & Confidential
    6. 6. Document the Vision> Compile requirements from every function and every geographic theater> Complete a SWOT analysis for the current systems and processes in each theater> Defines the vision for the future system — Ensure the strengths remain — Fix the weaknesses — Capitalize on the opportunities — Eliminate the threats Tavant Proprietary & Confidential
    7. 7. Process Step Description Benefits/Strengths of current system Drawbacks/Weaknesses of current system Vision/Opportunities for new NMHG Warranty systemAdministration 1 Claim Submitted (Batch) 2 Claim Submitted (Extranet) 3 Claim Received and Adjudicated (Assessed) 4 Claim Audit 5 Claims Processed 6 Claim Payment 7 Part Return and Recovery 8 Rescission and Addendum 9 Backlog Management 10 Contract ManagementOwnership 1 Dealer Complete PDI 2 Dealer Submits Installation Record 3 Complete Unit Installation in Database 4 Extended Protection PlanReporting 1 Warranty Department Reporting 2 Dealer Reporting 3 Product Reporting 4 Financial Reporting 5 Recovery ReportingInfrastructure 1 Warranty System Programming 2 Warranty System Hardware Documentation Tavant Proprietary & Confidential
    8. 8. Who? Shortlist Analyze Share Tavant Proprietary & Confidential
    9. 9. Prepare Short List of Suppliers> Determine who is in the warranty space> Clearly understand the capabilities of what they have to offer> Does their culture match ours? Tavant Proprietary & Confidential
    10. 10. Analyze the Data> Use the detailed needs assessment created across theaters as an evaluation matrix> How do system suppliers match up to your desired vision? — Evaluate at each line item> Balance quantitative analysis with qualitative Tavant Proprietary & Confidential
    11. 11. Share with Suppliers> Express concerns with possible suppliers and allow a chance to respond> How well do the suppliers on your short list respond?> What do they say and how do they say it?> Do they clearly understand?> Do the supplier responses alleviate concerns? Tavant Proprietary & Confidential
    12. 12. Process Step Benefits to NMHG (for justification Vision / Wishes for Dealers Vision / Wishes for NMHG Addressed by Supplier? of system)Administration 1 Claim Submitted (Batch) 2 Claim Submitted (Extranet) 3 Claim Received and Adjudicated (Assessed) 4 Claim Audit 5 Claims Processed 6 Claim Payment 7 Part Return and Recovery 8 Rescission and Addendum 9 Backlog Management 10 Contract ManagementOwnership 1 Dealer Complete PDI 2 Dealer Submits Installation Record 3 Complete Unit Installation in Database 4 Extended Protection PlanReporting 1 Warranty Department Reporting 2 Dealer Reporting 3 Product Reporting 4 Financial Reporting 5 Recovery ReportingInfrastructure 1 Warranty System Programming 2 Warranty System Hardware Share concerns Tavant Proprietary & Confidential
    13. 13. Why? ROI ROI ROI Tavant Proprietary & Confidential
    14. 14. Build the ROI> What risks are the suppliers willing to accept? What skin are they willing to put into the game?> What does their ROI template include? Is it cohesive? Does it prove they have experience?> What ROI criteria are required for approval? Are they in the template?> Does the supplier have the ability and desire to be a partner and not just a supplier? Tavant Proprietary & Confidential
    15. 15. ROI Template example Tavant Proprietary & Confidential
    16. 16. When? Visit Decide Finalize Tavant Proprietary & Confidential
    17. 17. Visit Reference Customers> What were their expectations?> What were their results?> What was their overall experience? — What went well? — What did not go well? Tavant Proprietary & Confidential
    18. 18. Decide on a Partner> Did the conversation with the reference customers, support the quantitative data from the evaluation matrices?> Does the quantitative data match the ‘gut’ feeling of the steering committee evaluating a new system? Tavant Proprietary & Confidential
    19. 19. Finalize Expectations> Ask for data migration templates> Ask for integration templates> Identify key stakeholders> Outline detailed discovery plans> Clear schedules to ensure proper attention is paid upfront Tavant Proprietary & Confidential
    20. 20. Summary Checklist> Identify your business needs> Correlate your ideas> Document your vision> Prepare a short list of suppliers> Analyze the data> Share with suppliers and get feedback> Begin building the ROI> Visit supplier customers> Make your decision> Finalize the project Tavant Proprietary & Confidential
    21. 21. > Thank You! PEOPLE. PASSION. EXCELLENCE.

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