Oracle Outsourced Repair Solution: The “Control Tower” for the Reverse Supply Chain
- by John Murphy
By Hannes Sandmeier, Vice President of cMRO and
Depot Repair Development
Smart businesses are increasing their focus on core
competencies and aggressively cutting costs in their supply chains. Outsourcing
repairs can enable a business to focus on what they do best and most profitably
while delivering top-notch customer service through partners that specialize in
reverse logistics and repair. A well managed “virtual service organization” can
deliver fast turn times, lower costs and high customer satisfaction. A poorly
managed partner network can deliver disaster for your business.
Managing a virtual service organization requires
accurate, real-time information and collaboration tools that enable smart,
informed and immediate corrective action. To meet this need, Oracle has
released the Oracle
Outsourced Repair Solution to provide the “control tower” for managing
outsourced reverse supply chain operations from customer complaint through
remediation to partner claim settlement. The new solution provides real-time
visibility to return status, location, turn time, discrepancies and partner
performance. Additionally, its web portals allow partners and carriers to view
assigned work, request parts, enter data, capture time and submit claims.
Leveraging the combined power of Oracle
E-Business Suite and Oracle
E-Business Suite Extensions for Oracle Endeca, the Oracle Outsourced Repair
Solution provides a comprehensive set of tools that range from quick online
partner registration to partner claim reconciliation, from capturing parts and
labor to Oracle Cost Management and Financials integration, and from part
requisition to waste and hazmat
controls.
These tools empower service operations managers to:
· Increase
customer satisfaction Ensure customers are satisfied by holding partners
accountable for the speed and quality of repairs, and taking immediate
corrective action when things go wrong
· Reduce
costs: Remove waste from the repair process using accurate job cost and
cost breakdown data
· Increase
return velocity: Users have the tools to view all orders in flight and
immediately know the current location, status, owner and contact point for repairs
so as to be able to remove bottlenecks, resolve discrepancies and manage
escalations
The Oracle Outsourced Repair Solution further demonstrates
Oracle’s commitment to helping supply chain professionals and service managers deliver
high customer satisfaction at the lowest cost.
For more information on the Oracle Outsourced Repair
Solution, visit here.
