The document discusses Oracle's depot repair solution. It provides an overview of the key components of depot repair including issue identification, repair processing, and resolution. It outlines business pressures in depot repair around efficiency, quality, and costs. The solution integrates depot repair into Oracle's full e-business suite to improve customer interactions, support multiple repair flows, execute efficient repairs, and streamline logistics and invoicing. The document concludes with customer examples and a demo.

1. Full Spectrum Functionality
Oracle
Depot Repair
Tom Greene
Sr Solution Consultant

2. Depot Repair At-a-Glance
Issue
Identification
Repair
Resolution
Repair
Processing
• Capture Inquiries
and Complaints
• Submit Repair
Request Creation
• Initiate Returns
• Receive and Diagnose
Product; Prepare Estimate
• Teardown / Inspect
• Manage Materials and
Resources
• Approve Repair Plan and
Execute Repair
• Provide Customer
Exchanges and
Loaners
• Replace Defective
Products
• Ship Repaired
Product & Invoice

3. Business Pressures
Repair Effectiveness
• How do I ensure repair
quality and standards?
• How do I find the right
repair information?
Customer Demands
• What entitlements does this
customer have?
• How do I efficiently capture
and retrieve repair history?
Repair Efficiency
• How do I provide visibility
into repair status and
logistics tracking?
• How do I ensure the right
resources are assigned to
the job?
Margin Erosion
• How do I offset the effect
of increased competition
on my margins?
• How do I control rising
repair costs?
Issue
Identification
Repair
Processing
Repair
Resolution

4. Help Desk
Agent
Depot
Manager
Service
Technician
Billing
Clerk
Operational Challenges
Customer
Issues
Fragmented Customer and Repair Data, Manual Processes
Is this an existing
customer…is this a
recurring problem?
Who do I
charge…how
much?
How do I prioritize
the repair…what is
the repair status?
Should I repair this
item…how do I
repair this?

5. A Need for Change
Leading Business Trends
• Repeatable, Efficient Repair Processes
• Feedback Loop for Product Quality Improvements
• Single, Integrated View of Customers and Products
• Transformation from Cost Center to Profit Center
• Resources and Inventory Forecasting

6. How Oracle
Delivers

7. Oracle: Complete E-Business Suite
 Automate Key
Internal Business
Processes
 Extend
Automation to
and Collaborate
with Your
Trading Partners
 Drive Continuous
Improvement
with Real-Time
Intelligence
Customers,
Suppliers,
Products,…
Develop
Market
Sell
Order
Plan
Procure
Make
Fulfill
Service
Maintain
Finance
HR
Projects
Contracts

8. Oracle Depot Repair Solution
An Integrated Component of the Service Family
Shipping /
Receiving
Orders &
Cases
Invoices &
Payments
Marketing
Offers
Inventory
Intelligence
Customer/Prod Info,
Knowledge Base
Secure
Access
Proactive Service
Rapid
Resolution
Self-Service
Depot Repair
Agent Assisted
Field Service
Analyze Debrief
Close
& Bill
Repair /
Resolve
Identify
& Verify
Contract Entitlements / Warranties
Workflow Automation
Prioritize
Delivery
Options
Plan &
Schedule
Service Parts Logistics
Self-
Service
Email
Phone
In Person
Channels Users
CSRs
Analysts
Customers
Mobile

9. Service Channels
Self-Service
Agent Assisted
Depot Walk-In
Field Service
Oracle Depot Repair Solution
Manage In-House Repairs
Installed
Base
Common Data
Repository
Reports
Customer
& Product
Data
Receive
and
Inspect
Estimate
and
Approve
Plan
and
Schedule
Repair
and
Debrief
Ship
and
Bill
Assign
Manage Resources

10.  Improve Customer Interactions
 Support Multiple Repair Flows
 Execute Efficient and Quality Repairs
 Streamline Repair Logistics and Invoicing
Oracle Depot Repair Solution
Enables You To…

11. Contracts
& Billing
Repair
Customer
Service
Installed
Base
Inventory
Human
Resources
Shipping &
Receiving
Maintain Global Data Repository
Capture All Customer Information in Single Location
 Eliminate Data
Fragmentation
 Provide Access to All
Required Functions
 Enable Tracking of All
Interactions
Common
Data
Repository

12. Leverage Complete Customer View
Resolve Issues with Accurate, Real-Time Information
• Customer Information
• Contract Entitlements
• Installed Base (Product
History, Configuration)
• Service Request and
Repair Order Status
• Returns / Shipments
• Contact Information
Common
Data
Repository
Depot
Agent
Repair
Technician
Material
Handler

13. Verify Entitlements
Accelerate Response via Seamless Contract Integration
Customer Depot
Agent
Contracts
Repository
• Coverage
Times
• Response Time
Commitments
• Discounts
Instant
Verification
Reduce Entitlement Violations and Prevent Contract Leakage

14. Search for Solutions
Leverage Shared Repair Knowledge
• Search knowledge repository for solutions
• Improve quality using proven steps and processes
• Contribute new solutions to repository
Customer
& Problem
Identification
• Interact with customer via numerous service channels
• Collect information about customer
• Understand customer problem including symptoms
Depot
Planning
• Determine repair requirements
• Assign resources to repair effort
Knowledge
Repository

15. Self-Service Access
Document and Monitor Service Issue
 Enable 24x7 access to information
 Initiate service request remotely
through web
 Decrease errors by capturing
information at the source
 Track service request status and
updates without agent involvement

16. Oracle Depot Repair Solution
Enables You To…
 Improve Customer Interactions
 Support Multiple Repair Flows
 Execute Efficient and Quality Repairs
 Streamline Repair Logistics and Invoicing

17. Support Multiple Repair Flows
Address Virtually Any Customer Repair Request
Refurbishment
Replacement
Exchanges
Loaner, Repair
and Return
Repair and Return
Short
Customer
Repair Cycle
Long
Customer
Repair Cycle
Internal
Repair
No
Repair
Customer
Repair









18. Example: Loaner, Repair and Return
Minimize Customer Downtime
Ship
Loaner
Receive
Loaner
Inspect &
Repair
Receive
Defective
Product
Ship
Product
Key Benefits:
 Quality Repairs Using Predefined Processes
 Maintain Customer Productivity
 Track All Product Activities Within a Single Repair Order
Track Promise Date, Manage Issues

19. Example: Advanced Exchange
Resolve Customer Product Issue
Key Benefits:
 Resolve Customer
Issues Quickly
 Process Defects in
Bulk for Scrap or
Refurbishment
Receive
Defective
Product
Ship
Exchange
Bulk
Process
Refurbish
Return to
Inventory
Scrap
Depot Internal Processing
Customer Involvement

20. Oracle Depot Repair Solution
Enables You To…
 Improve Customer Interactions
 Support Multiple Repair Flows
 Execute Efficient and Quality Repairs
 Streamline Repair Logistics and Invoicing

21. Receive and
Inspect
Product
Initial
Estimate
Compare
Charges
Revise
Estimate
Repair
Product
• 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
Estimate and Approve Work
Ensure Agreement Between Customer and Depot
• Repair using predefined procedures
• Receive customer product
• Perform visual inspection

22. • 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 Procedures
Use Proven Processes to Ensure Quality

23. Depot Workbench
Perform All Functions through Single Workbench
Customer
initiates
service request
Auto-create
logistics lines
based on
repair type
View repair
order
details
Support multiple
repair orders per
service request

24. Oracle Depot Repair Solution
Enables You To…
 Improve Customer Interactions
 Support Multiple Repair Flows
 Execute Efficient and Quality Repairs
 Streamline Repair Logistics and Invoicing

25. • 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 Logistics
Execute and Monitor Product Movement Efficiently

26. 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

27. Invoice Customer
Process Charges Quickly and Accurately
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
Estimate
Charges
Process
Entitlements
Invoice
Customer
Debrief
Update Repository
• Update repair steps based on new data
• Modify resource requirements

28. Oracle Depot Repair Solution
Single customer view, integrated
knowledge repository
Improve Customer
Interactions
Repair flow management, repair
order updates and status tracking
Support Multiple
Repair Flows
Robust estimating process, proven
steps and procedures, resource
assignment and scheduling
Execute Efficient
and Quality Repairs
Product movement execution
and tracking, customer invoices
Streamline Repair
Logistics & Invoicing

29. Oracle Service Products
Customers,
Suppliers,
Products, …
Develop
Market
Sell
Order
Plan
Procure
Make
Fulfill
Service
Maintain
Finance
HR
Projects
Contracts
iSupport
TeleService
Service Contracts
Depot Repair
Field Service
Advanced Scheduler
Mobile Field Svc
Spares Mgmt
Interaction Center

30. Evolution of Oracle Depot Repair
…Released with 11i.9…
Existing Differentiators… …New in 11i.10
• Perform all functions
through a single
workbench
• Estimate based on a
knowledge repository
• Support for numerous
in-house repair flows
• Resource assignment
and scheduling
• Automated entitlements
processing
• Service history for
install base items
• Logistics processing
and invoicing
• Third-party install base
item repair
• Link call center RMA to
depot repair order
• Workflow-based
messaging
• Enhanced WIP job
repair management
• Depot agent cost and
charge analysis
• Work definition and
enhanced knowledge
management integration
• Enhanced estimate,
debrief and actuals
processes
• Field service to depot
refurbishment flow
• Inspection and repair
order splitting
• Self-service repair order
tracking

31.  30 Languages
 Multiple Currencies
 Customers in 100+ Countries
 All Languages Installable in Same Unicode Instance
 Support for Statutory and Customary Local Requirements
Support Global Operations
Think Globally, Act Locally

32. Modular Architecture
Implement Based on Your Business Priorities
Time
 Implement by Business Flow
– Start with one flow, demonstrate initial success
– Add more flows to expand business coverage
– Support changing business needs
 Flows are Seamlessly Integrated
– Replace disparate systems
– Eliminate data synchronization
– Decrease time and cost to implement

33. Lower Total Cost of Ownership (TCO)
Run on a Single Global Instance
Consolidate Data Centers
and Databases
E-Business On Demand
Low Cost Linux Hardware
App Admin
DB/AS Admin
Sys Admin
HW Admin
Production Midtiers 100% Linux
Production DB RAC Cluster (Unix)
Demo Environments 100% Linux
Development 90% Linux
Outsourced Customers 70% Linux
Oracle’s Experience with Linux
 3x Faster, 5x Cheaper
 Easy to Automate en Mass
 Highly Reliable
Needs:
Roles:
Oracle
Manages:
50% Lower Cost
50% Better Svc
Core Competence
Predictable Cost
You
Manage:
Availability
Security
Performance
Change
Problems
Standardized Open Integration Platform
• Business Events Infrastructure
• Industry Standard Protocols
• Centralized Integration Repository
Simplify B2B Integration,
Application Connectivity,
and Process Management
Customers,
Suppliers,
Products, …

34. Customer
Success

35. A Few Depot Repair Customers…
BAE SYSTEMS

36. • $345M leader in high-performance enterprise Storage Area
Network systems
– 950 employees across the U.S., Europe and Asia
– Manufactures and markets high-performance switching equipment
and heterogeneous network mgmt software
– Replaced Siebel and SAP with Oracle
• Live on Service
– Depot Repair, TeleService, Service Contracts
– Plans to implement Service Online, Mobile Field Service, and iSupport
– Also live on Discrete Manufacturing, WIP, Inventory, Order
Management, Purchasing, Configurator, Quality, Financials
 Reduced service operations cost structure by 50%
 Improved response time for customer queries

37. “Using the Oracle E-Business Suite, we've reduced
costs throughout the organization…”
- Patrick Shannon, Dir of Business Transformation
BAE SYSTEMS
• Fourth largest defense and aerospace firm; based in Europe
– Over 100,000 employees in 7 business units
– Customers in 129 countries
• Chose Oracle over SAP
• Oracle Implementation
– Consolidated 15 systems into single, unified e-Business system
– Zero customizations
• Live on Depot Repair
– Other Oracle products include: Manufacturing, Project Contracts,
Financials, Project Costing & Billing, Purchasing, Order Mgmt, EDI
Gateway, Tutor, Balanced Scorecard

38. Summary

39. Oracle Depot Repair Solution
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing

40. Oracle Depot Repair Solution
Improve Customer Interactions
Support Multiple Repair Flows
Execute Efficient and Quality Repairs
Streamline Repair Logistics and Invoicing

41. Demo

42. Know More. Do More. Spend Less.