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10 Key Points of a Value Driven Solution by Tavant Technologies
 

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 ...

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 10 Key Points of a Value Driven Solution by Tavant Technologies Presentation Transcript

  • > 10 Key Points of a Value Driven Solution Presented by Tavant Technologies at The Warranty Chain Management Conference 2013 PEOPLE. PASSION. EXCELLENCE.
  • 10 Point Summary • Identify • Shortlist • Correlate • Analyze • Document • Share WHAT? WHO? WHY? WHEN? • ROI • Visit • Decide • Finalize Tavant Proprietary & Confidential
  • What? Identify Correlate Document Tavant Proprietary & Confidential
  • 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
  • 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
  • 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
  • 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
  • Who? Shortlist Analyze Share Tavant Proprietary & Confidential
  • 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
  • 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
  • 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
  • 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
  • Why? ROI ROI ROI Tavant Proprietary & Confidential
  • 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
  • ROI Template example Tavant Proprietary & Confidential
  • When? Visit Decide Finalize Tavant Proprietary & Confidential
  • 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
  • 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
  • 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
  • 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
  • > Thank You! PEOPLE. PASSION. EXCELLENCE.