Release 12 Field Readiness Workshop

Depot Repair

Copyright © 2006, Oracle. All rights reserved.

Purpose:
This document provides an overview of features and enhancements included in
Release 12.  It is intended solely to help you assess the business benefits of upgrading
to Release 12.

Disclaimer:
This document in any form, software or printed matter, contains proprietary information
that is the exclusive property of Oracle.  Your access to and use of this confidential
material is subject to the terms and conditions of your Oracle Software License and
Service Agreement, which has been executed and with which you agree to comply. 
This document and information contained herein may not be disclosed, copied,
reproduced or distributed to anyone outside Oracle without prior written consent of
Oracle.  This document is not part of your license agreement nor can it be incorporated
into any contractual agreement with Oracle or its subsidiaries or affiliates.   This
document is for informational purposes only and is intended solely to assist you in
planning for the implementation and upgrade of the product features described.  It is not
a commitment to deliver any material, code, or functionality, and should not be relied
upon in making purchasing decisions.  The development, release, and timing of any
features or functionality described in this document remains at the sole discretion of
Oracle.   Due to the nature of the product architecture, it may not be possible to safely
include all features described in this document without risking significant destabilization
of the code.

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 Functional Deep Dive Agenda

• Product Review – Business Needs

• Demonstration

• Wrap Up/Q&A

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 Product Review

• High Volume Repair (Repair Execution Module)

• Bulk Receiving

• Flexible Repair Flow

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 Product Review - Business Needs

• High Volume Repair (Repair Execution Module)

Customer Pain Points Benefit

 Reduce # of clicks to execute repairs and capture business
Too many clicks when using intelligence data
the WIP module  Increases job satisfaction of repair personnel
 Reduce resource cost and overhead

Losing valuable business  Easy to capture accurate business intelligence

intelligence data data

Time wasted troubleshooting

 Leverage lesson learned from prior repairs
repair issues

Inability to capture and analyze  New tools that assist in repair analysis
root cause of breakages  Ability to capture root cause for each failure

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 Product Review – Benefits
High Volume Repair

Simple High Volume Repair Scenario

• Execute 4 repair steps (Triage, Repair, QA, Cleaning)
• Capture and issue 3 parts to be replaced (speaker, microphone, battery)
• Capture labor hours for 1 technician (Elect Tech)

Using WIP Forms Using Depot HVR Module

Number of Clicks = 112 Number of Clicks = 18

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 Product Review - Business Needs
• Bulk Receiving
Customer Pain Points
Too many clicks when using
the Oracle Receiving module
Customer items not trackable
due to data entry issues at
dock door
Time wasted creating RMAs
for items received
unexpectedly
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Benefit
 Reduce # of clicks to process receipts
 Reduce # of people needed for non-value-
adding work
 Allows receipt of many items on a single
screen with a single click
 Reduce time wasted troubleshooting mis-
marked or lost packages
 Increases accuracy and timeliness of customer
receipt information
 Enables receipt of goods without an RMA
 Reduce time to start the repair process and
overall turn time
 Increase job satisfaction of receiving personnel
 Product Review – Benefits
Bulk Receiving

Simple Receiving Scenario

• Customer returns an item with 2 component parts (Mobile Phone, Battery, Power cord)
• No RMA exists for any of the items
• Receive one serialized item and two non-serialized items

Using OM/Receiving Using Depot Bulk Receiving

[Insert Screenshot]

Number of Clicks = 51 Number of Clicks = 15

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 Product Review - Business Needs

• Flexible Repair Flow

Customer Pain Points Benefit

 New user defined statuses and status transitions
Customer care agents and
 Reduce customer frustration from not being able
managers were unable to tell to get an accurate repair status
the correct status for an “open”  Increases manager’s ability to identify and
repair order eliminate bottlenecks in the repair flow

Limited out-of-box options for

 Allows business events and workflows to be tied
automating functionality based to any status transition
on repair related events

 Users can define repair type transitions to

The repair type does not reflect accommodate changing repair needs
the actual repair process after  Business intelligence data and reports can stay
repair is complete accurate

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Depot Repair

Demonstration

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 Demonstration – Scenario

• Receiving clerk receives multiple items using Bulk

Receiving Module

• Repair Manager changes repair order status and

assigns repair to a technician in Depot Repair
Workbench

• Repair technician completes repair assigned to him/her

using the High Volume Repair module

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Demonstration

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Wrap Up/ Q&A

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 Thank You

Thank You

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