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CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR

Presented with. CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR. Martin Kawecki Director, IT NCR Corporation, USA. Srinivas Ramakuri Director, EBS Field Service Product Management Oracle USA. Sep-Oct 2014 San Francisco, USA. Program Agenda.

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CON7745 Deployment of Oracle E-Business Suite Service and Field Service Products at NCR

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  1. Presented with CON7745Deployment of Oracle E-Business SuiteService and Field Service Productsat NCR Martin Kawecki Director, IT NCR Corporation, USA Srinivas Ramakuri Director, EBS Field Service Product Management Oracle USA • Sep-Oct 2014 • San Francisco, USA

  2. Program Agenda EBS Field Service Overview Product Update Product Roadmap Introduction to NCR Q & A 1 2 3 4 5

  3. Program Agenda EBS Field Service Overview Product Update Product Roadmap Introduction to NCR Q & A 1 2 3 4 5

  4. Drive Down Costs While Elevating Customer Service LevelsComprehensive Customer and Field Service Solution OnsiteService SelfService AssistedService Escalation Escalation Integration Integration EBS Comprehensive Customer Service Solution • Field Service • Advanced Scheduler • Spares Management • Mobile Field Service • Service Parts Planning • Depot Repair/CMRO • iSupport • Knowledge Management • Email Center • Remote (M to M) • Preventive Maintenance • Advanced Inbound CTI • Contact Center • Service Request • Scripting • Customer Service Logistics • Charges and Billing Foundation: Service Contracts, Installed Base, MDM, Calendars, Territories, Workflow Integrations: HR, Financials, Order Management, Inventory, WMS, Logistics

  5. Leveraging expertise of global service organizations as development Partners: • NCR, Sun/Oracle , Wincor Nixdorf, Telefonica, Huawei, GE Appliances, GE Oil & Gas,Toshiba, ABSciex, Overhead Door, Teradata EBS Service Release History 12.2/ 12.2.1/ 12.2.2 Sep 2013 12.2.3 Dec 2013 12.2.4 Sep 2014 EBS 11i10 2004 EBS 12.0 2007 12.1.3 Aug 2010 12.1.3+ Jan 2011 12.1.3++ May 2012 12.1.2 Dec 2009 12.1.1 May 2009 Shorter and Quicker Releases Smaller releases make it easier to upgrade - 12.1.1, 12.1.2, 12.1.3, 12.1.3+, 12.1.3++, 12.2.2, 12.2.3, 12.2.4

  6. Program Agenda EBS Field Service Overview Product Update (R12.1.3+ R12.2.4) Product Roadmap Introduction to NCR Q & A 1 2 3 4 5

  7. Oracle Applications: Current Release and Roadmap Oracle E-Business Suite: Service Family • User Experience • New HTML Spares Planner’s Desktop • High volume parts search and ordering • High volume parts debrief • Display Task Notes and Dates in iSupport • Mobility • Multi-Platform Smartphone Phase 2 • Wireless MFS Managers Dashboard • EBS Extensions for Endeca • New TeleServcie Endeca • Integration • Drill down to Carrier Tracking System • TeleService and Field Service integration with Oracle Knowledge • Direct CTI for HTML Service UIs • Link Install Service Requests to Sales Orders • Service Contracts Public APIs • Optimization • Display customer credit status in Service UIs • Schedule Tasks in Field Service Admin Portal • User Experience • New HTML Contact Center • Default Labor SAC from Task Type • New HTML Dispatch Center • SR Charges Mass Update • Service Contracts Forms to OA Conversion • Mobility • Multi-Platform Tablet Release • Support Managers Smartphone Application • Push Notifications • EBS Extensions for Endeca • Enhancements to Field Service Endeca • Enhancements to Spares Management Endeca • Integration • iSupport integration with Oracle Knowledge • Create OTL Time Cards from MFS Debrief • Optimization • Service Request Security MOAC • Reserve Parts when save Debrief Lines • Shipment Method Calendars • Advanced Scheduler Improvements • User Experience • Filter Tasks Status/Transitions by Task Type • Logistics Coordinator’s Workbench • Support Touch Screens and Tablets • OAF New Features Uptake • Mobility • Multi-Platform Laptop Release • Estimates, Invoices and Payments • EBS Extensions for Endeca • Installation Coordinator‘s Workbench • Integration • SR Charges Advanced Pricing Integration • Right Now Chat Integration • Right Now to EBS Scheduler Integration • 2-Way EAM Integration • iSupport Field Service Task Self Scheduling • Optimization • Multiple Products on a Service Request • Supplier Warranty Tracking and Claims • Dispatch Center and Scheduler for EAM Release 12.2.4August 2014 What’s Next 0-12 month planning cycle Future DirectionsPost 12 month planning cycle

  8. Scheduler, Dispatch Center & Spares Management: Continued Evolution

  9. Scheduler, Dispatch Center & Spares Management: Continued Evolution

  10. Enhanced Dispatch CenterPlan Board View

  11. Enhanced Dispatch CenterTask List View

  12. Enhanced Dispatch CenterGantt View

  13. Enhanced Dispatch CenterMap View Integrated Google Maps Native Oracle Map View

  14. Dispatch CenterTechnician Calendar & Trips Management • Dispatchers can create/replace trips as and when needed • Pick and choose Technicians • Automatically uptake latest calendar updates • Select a different calendar (need not be primary) • Mass unschedule Tasks (including Assigned/Committed tasks) • No need to navigate to other setup UIs • Ability to select • Specific Trip Start Time • Specific the Trip Start Address/Location

  15. Resource Calendar & TripsHolidays & Exceptions Management

  16. Resource Calendar & TripsHolidays & Exceptions Management • Set up Trips for Holidays • Trip exceptions • Setup recurring holidays • Fixed Dates: New Year’s day (1st Jan) • Floating Holidays: Thanks Giving (Last Thursday and Friday of November)

  17. Advanced scheduler Site Dedicated Technicians • Allow Technicians to be associated to customer locations • Flag existing customer location as ‘Default Trip start location’ for Technicians • Generate Trips for Technicians with their start location same as the address of the customer location • Criteria of ‘Technician visiting the same site’ Cost Parameter is enhanced to consider Departure and Arrival Tasks (similar to other Customer Tasks in cost calculations) • i.e. consider Departure (or Arrival) Task as the ‘Task’ already exist in the trip • With this change, Scheduler prefers ‘Site Dedicated Technicians’ (option will be cheaper) compared to other eligible Technicians

  18. Advanced Scheduler Enhanced Customer Confirmation Process • Dispatchers are allowed to Reschedule, Unschedule and Cancel Tasks for which Customer Confirmation has already been recorded. • Task is reset to ‘confirmation Required’ • Dispatchers can follow the confirmation process • Scheduling options are enabled for a Task with Customer Confirmation set to ‘Received’ • UnscheduleTask • Reschedule Selected Task • Reschedule Starting at Selected Task • Cancel Selected Task • Cancel Starting at Selected Task

  19. Advanced Scheduler Work Load Balancing • Some Service Providers want all Technicians to get some work, even though the their trips are NOT optimal • Scheduler is enhanced to balance workload • Enforces Task constraints • Provides configurable Scheduler Rules for load balancing • Cost based work load balancing • New Cost Parameter • Statistics based load balancing • Enhanced Scheduler and Optimizer logic

  20. Advanced Scheduler Web Services • Standards based XML • Leverages Integrated SOA Gateway infrastructure and Service Beans • Automatic enforcement of all XML based Scheduler Rules • Leverages all the capabilities of scheduler Engine • Ability to run scheduler as a standalone module • Supported Web Services • Search Options • Schedule Option • Search And Schedule • Batch Schedule • Batch Schedule based on Task Query • Cancel Task • Unschedule Task • Reschedule Task • Background Status Monitor Web Services are secured: E-Business Suite Integrated SOA Gateway supports Username Token-based WS-Security

  21. Advanced Scheduler Web Services • Right-Now integration (Service Cloud offering) • Option to run Advanced Scheduler as a scheduling engine • Easy to integrate with any call creation and scheduling technologies Service Cloud Mobile Field Service Advanced Scheduler

  22. Advanced Scheduler NAVTEQ ODF Data Format in Scheduler • Navteq (HERE.com) has been providing the Spatial Data Sets in a format called - Oracle Advanced Scheduler (OAS) format, is very specific to Oracle Field Service & Advanced Scheduler • Now, Scheduler up-took Navteq’sgeneric data format called – Oracle Delivery format (ODF) • Relational Format which is consumed by many products like Oracle Spatial. • Now, uptaken by Scheduler • Benefit for customers is frequent data updates, as and when necessary • ODF is certified to work with Field Service Location Finder and Oracle Advanced Scheduler (Street Level Routing) modules.

  23. Spares Management Resource Addresses & Subinventories New HTML setup UI

  24. Spares Management Third Party Ship-To Addresses • Tasks with Part Orders are managed differently • Technicians occasionally share drop points or locations • Parts can now be shipped to third party locations • Avoid creating multiple Part Orders for same customer • Parts Requirement UI allows Third Party Ship-To Addresses • Ship-To address LOV will list shared addresses of Technicians • Subsequent Task Reassignment process handles part requirements with Third Party Ship-To addresses appropriately

  25. Spares Management Intelligent Parts Search, Sourcing and Ordering Distance based search

  26. Spares ManagementDistance based Searching and Sourcing While searching for Parts Source, the distance between the Destination (Ship to Address) and Source is displayed 28

  27. Spares Management Intelligent Parts Search, Sourcing and Ordering Support for map display Display source warehouses on map

  28. Spares Management Managing Parts Requirement and Orders • Task With Part Requirement • Scheduler- Spares integration sources and creates order • Task is assigned to Technician • Before the order is booked, Technician is now allowed to • Change the Ship-To Address • Method of Shipment • Destination

  29. Spares Management Managing Parts Requirement and Orders

  30. Spares Management Parts Requirement Easier way to create multiple part requirement lines

  31. Spares Management Parts Requirement Easier way to create multiple part requirement lines

  32. Spares Management Parts Requirement Quick Order creation

  33. Spares Management Parts Requirement Creating Orders for unavailable Parts from default Source

  34. Spares Management Receive Parts Waybill tracking

  35. Spares Management Transaction History Waybill tracking

  36. Scheduler - Spares Integration • Standardized Reassignment process across all applications • Scheduler handles all possible cases, when Tasks with Part Orders are rescheduled • Reassignment process standardized across all applications • Dispatch Center (by Schedule Task UI) • Gantt (by Drag and Drop action) • Service Request (by Manual update and Schedule Task UI) • Admin and Third Party portals (Manual updates and Schedule Task UI)

  37. Scheduler - Spares Integration Parts Ship-to Type = Customer / Task Address

  38. Scheduler - Spares Integration Parts Ship-to Type = Customer / Task Address

  39. Scheduler - Spares Integration Parts Ship-to Type = Customer / Task Address

  40. Spares Management External Repair Execution: Enhanced support for Scrap and Adjustments

  41. Spares Management External Repair Execution Ability to handle Zero-Picks, Canceling External Repair Order and Purchase Order

  42. Service – Projects Integration • Service Costs for a Project WHAT • Dispatch Project Tasks requiring field service execution HOW • Associate SR and task to project tasks • Display project tasks on scheduling & dispatch • Update project info on task execution and debrief • Transfer project related costs to Project Costing BENEFITS • More complete view of project costs executed via service flows

  43. Service – Projects Integration Dispatching Technician for Project (Field Service) Task

  44. Field Service OperationsChallenges and Issues faced by Field Service Manager Technician Performance Customer Satisfaction SLA Compliance Spare Parts Planning and Logistics

  45. Endeca Extension for Oracle Field Service Components Search Data Refresh • Search • Guided Navigation • Metrics Bar • Tag Cloud • Bookmark • Export to Excel • Global Data • String Search • Wild Card Match • Multi-Select • Full Load • Incremental Load • Schedule data loads and refresh cycles Administration Tasks / Technicians Parts • Alerts • Task Status by Technician • Interactive re-scheduling • Parts search and Ordering • Debrief Review • Exception Handling • Work in Progress • Started On-Time • Finished On-Time • First-Time-Fix Rate • Parts/Skills Required • Orders • Back Orders • Warehouses • Availability by Region/Country • Parts Usage • DOA Parts • Unused Parts • Customer Confirmation • After Hours / Access Hours • Tasks per Technician • Travel Time Variance • Effort Variance

  46. Endeca Extension for Field ServiceTask Summary Dashboard

  47. Endeca Extension for Field Service New Metrics One search box to search all the attributes Interactive Tag Cloud Range Filters for additional filtering New Tabbed Containers Search Result using charts New Task Attributes for enhanced Guided Navigation Interactive chart components for further drill-down Interactive chart components for further drill-down Actionable Drill-Down Navigation to Transactional UIs Enhanced Results Table

  48. Endeca Extension for Field ServiceMetrics • Task Metrics: • Number of Tasks • Work in Progress • Started on Time • Finished on Time • First Time Fix • Tasks per Technician • Median schedule Time • Rescheduled Tasks • Rejected Tasks • Task Constraints Metrics: • Parts Required • Skills Required • Customer Confirmation • After Hours Instructions • Access Hours Enforced

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