Oracle Supply Chain Management Blog

Oracle Outsourced Repair Solution: The “Control Tower” for the Reverse Supply Chain

November 1, 2013 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.

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