Avery Weigh-Tronix Rethinking Service Delivery
Agenda <ul><li>Introductions </li></ul><ul><li>Avery Weigh-Tronix Service Optimisation Programme </li></ul><ul><li>Program...
Avery Weigh-Tronix Service Optimisation Programme
Avery Weigh-Tronix - Overview <ul><li>Avery Weigh-Tronix is one of the world’s largest manufacturers and suppliers of weig...
History
Service Optimisation – overview <ul><li>Back in mid-2006, we launched a 3 year “Service Optimisation” programme, within ou...
Service Optimisation – overview <ul><li>The major project release phases have included:   </li></ul><ul><li>Field Mobile: ...
Service Optimisation – overview <ul><li>Underpinning these major project release phases:   </li></ul><ul><li>Process Redes...
Avery Weigh-Tronix Service Optimisation Programme
Avery Weightronix Solution Existing Interfaces Informix Database Cognito Mobile Baan Manual Feed Systems Oracle Database D...
The Role of Oracle SOA Suite <ul><li>SOA is an  architectural approach  that enables the creation of  loosely coupled , in...
Oracle Real-Time Scheduler Provides a  Real-time Dynamic Scheduling Solution   to companies, enabling them to  Optimise  D...
Oracle  Real-Time Scheduler Enables You to …
TATA Consultancy Services - Delivering Value at AWTX <ul><li>Key Activities that TCS undertook at Avery Weigh-Tronix </li>...
TATA Consultancy Services and Oracle <ul><li>Global Certified Advantage Partner  for Oracle </li></ul><ul><li>Strategic Re...
Contacts <ul><li>Visit  www.oracle.com </li></ul><ul><li>Contacts: </li></ul><ul><ul><li>Peter Broughton – Oracle Real-Tim...
Questions & Answers
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Oracle Real-Time Resource Scheduling

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Avery Weigh Tronix discuss the benefits of rethinking customer service.

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  • Note to Presenter: Optional slide . Each section includes a default Q&amp;A slide providing an opportunity to take questions if appropriate. The number and timing of the Q&amp;A sections depends on the time available, and on how the sessions are divided between presenters.
  • Oracle Real-Time Resource Scheduling

    1. 1. Avery Weigh-Tronix Rethinking Service Delivery
    2. 2. Agenda <ul><li>Introductions </li></ul><ul><li>Avery Weigh-Tronix Service Optimisation Programme </li></ul><ul><li>Programme Partners </li></ul><ul><ul><li>Oracle </li></ul></ul><ul><ul><li>TATA Consultancy Services </li></ul></ul><ul><li>Q & A </li></ul>
    3. 3. Avery Weigh-Tronix Service Optimisation Programme
    4. 4. Avery Weigh-Tronix - Overview <ul><li>Avery Weigh-Tronix is one of the world’s largest manufacturers and suppliers of weighing equipment and solutions. </li></ul><ul><li>Committed to providing high quality, lifetime support for weighing products, we signed our first service contract in 1905, creating over a century of dedicated Service knowledge. </li></ul><ul><li>We have invested heavily to create the largest Service organisation of its type in the UK & Ireland. </li></ul>
    5. 5. History
    6. 6. Service Optimisation – overview <ul><li>Back in mid-2006, we launched a 3 year “Service Optimisation” programme, within our UK Service business: </li></ul><ul><li>Features: comprehensive process redesign of our Service Scheduling system, Customer interfaces, Back Office processes and Field IT/apps. </li></ul><ul><li>Benefits: improved Customer Service and Operational efficiency, by ensuring that our Field teams are ‘at the right place, at the right time, with the right tools and skills’. </li></ul><ul><li>Timeline: all major components have been deployed, with Dynamic Scheduling currently under-going an intensive pilot trial . </li></ul><ul><li>Financials: investment of circa £1.5m (incl. Project Resource). </li></ul>
    7. 7. Service Optimisation – overview <ul><li>The major project release phases have included: </li></ul><ul><li>Field Mobile: major upgrade to hardware & functionality, & development of a dedicated workflow application. Enhanced support capability. </li></ul><ul><li>Electronic Documentation: all Field based transactions integrated through Field Mobile, into company ERP system. All access to key documents transitioned to a secure web portal. </li></ul><ul><li>Service Management system: dedicated Service CRM system. Managing the knowledge flow between Call Centre/Field/Back Office Users, and our Customers. Enhanced decision making & Customer care. </li></ul><ul><li>Dynamic Scheduling: process automation; matching our Customer commitments with our resource, in real-time. </li></ul>
    8. 8. Service Optimisation – overview <ul><li>Underpinning these major project release phases: </li></ul><ul><li>Process Redesign: pre-SOP, very few key Business Processes were documented. Low process-orientation placed maximum focus on People, and resulted in high levels of variability, & inconsistency in Service Delivery. </li></ul><ul><li>Engineering Working Practice: pockets of best practice knowledge, all stored locally, in ‘grey matter’. Require clear business rules by which to automate the interface between Workload and Resource . </li></ul><ul><li>Change Management: “ It’ll never work! ”. Phased release approach has overcome. </li></ul>
    9. 9. Avery Weigh-Tronix Service Optimisation Programme
    10. 10. Avery Weightronix Solution Existing Interfaces Informix Database Cognito Mobile Baan Manual Feed Systems Oracle Database DB Adapter Service Call Qualification (Oracle ADF) Integration Layer (Oracle BPEL) Oracle Real-Time Scheduler Baan / Service Management Synchronisation Data Synchronisation
    11. 11. The Role of Oracle SOA Suite <ul><li>SOA is an architectural approach that enables the creation of loosely coupled , interoperable business services </li></ul><ul><li>Oracle offers a wide range of market leading SOA enabling technologies e.g. ESB, BPM and Application Server </li></ul><ul><li>BPEL Process Manager and ADF used at Avery </li></ul><ul><li>Enabled Avery to build a dynamic call handling system </li></ul><ul><ul><li>ADF used to build the service centre facing application </li></ul></ul><ul><ul><li>BPEL used to build the decision process and to route, transform and mediate messages between the back end systems. </li></ul></ul><ul><li>Benefits </li></ul><ul><ul><li>Able to utilise existing applications in solution through integration </li></ul></ul><ul><ul><li>ADF used to build an easy to use UI </li></ul></ul><ul><ul><li>Loose coupling means that the process can change as the business requirements change </li></ul></ul><ul><ul><li>New applications can be added to the solution using the middleware as the broker </li></ul></ul>
    12. 12. Oracle Real-Time Scheduler Provides a Real-time Dynamic Scheduling Solution to companies, enabling them to Optimise Deployment of their Skilled Mobile Resources with enhanced Control and Visibility of these assets
    13. 13. Oracle Real-Time Scheduler Enables You to …
    14. 14. TATA Consultancy Services - Delivering Value at AWTX <ul><li>Key Activities that TCS undertook at Avery Weigh-Tronix </li></ul><ul><li>Solution Consulting and System Integration Support for Avery Weigh-Tronix through design, development, testing, production and post production </li></ul><ul><li>End to end development of Call Qualification System (CQS) </li></ul><ul><li>Seamless Integration Using Oracle SOA Suite between ORS, Call Qualification System, Baan and Cognito (Mobile Solution) </li></ul>- -
    15. 15. TATA Consultancy Services and Oracle <ul><li>Global Certified Advantage Partner for Oracle </li></ul><ul><li>Strategic Relationship across multiple product lines across Geographies </li></ul><ul><li>350+ Active Oracle Customers </li></ul><ul><li>1000 + Oracle Engagements Worldwide </li></ul><ul><li>10,000+ Oracle Consultants </li></ul><ul><li>Significant Presence in UK and Europe- Key Customers Include Balfour Beatty, Scottish Water, Phones4U, Aviva, BT, Carphone Warehouse, Virgin, Tesco, Cummins etc </li></ul>- -
    16. 16. Contacts <ul><li>Visit www.oracle.com </li></ul><ul><li>Contacts: </li></ul><ul><ul><li>Peter Broughton – Oracle Real-Time Scheduling </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>07775 554194 </li></ul></ul><ul><ul><li>Jonathan Hill – Oracle Fusion Middleware </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>07780 957993 </li></ul></ul><ul><ul><li>Ramesh Menon – Tata Consultancy Services </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>07894 072672 </li></ul></ul>
    17. 17. Questions & Answers

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