Presenters: Mike Whitter: Monaco Coach Corporation John Lynch: Systems Management, Inc. Implementing...
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Transcript of Presenters: Mike Whitter: Monaco Coach Corporation John Lynch: Systems Management, Inc. Implementing...
Presenters:
Mike Whitter: Monaco Coach CorporationJohn Lynch: Systems Management, Inc.
Implementing Service Management at Monaco Coach Corporation
Agenda• Monaco Coach Corporation
• Project Directives
• Implementation Strategy
• Service Applications
• Derived Benefits
Monaco Coach Corporation
• Formed in 1968 as Caribou Coach Corp
• Evolved into Monaco Coach in 1987
• Acquisition of Rambler Recreation 1989
• Acquisition of Beaver and Safari in 2001
• Headquartered in Coburg, Oregon
Monaco Coach Corporation
• Production facilities in:– Coburg, Oregon– Elkhart, Indiana– Wakarusa, Indiana
• Largest manufacturer of class A motorhomes
• Traded on the NYSE under the symbol MNC
Monaco Coach Corporation
Project Directives
• Stop using a heavily customized ERP system
• Resolve specific issues with:– Warranty tracking – root cause of repair
– Vendor returns – process on ERP system
– Service accountability – better tracking of internal costs
– Inventory management – perpetual inventory
Implementation Strategy
• Phased approach– Phase 1: data cleansing– Phase 2: financials, procurement, inventory, CRM– Phase 3: manufacturing, SFA
Implementation Strategy
• Process Driven Approach– Presented the process using hands on training– Conducted process modeling sessions– Used “Process Modeler” to revise the processes– Documented and presented:
• Process changes
• Role changes
• Control changes
• Program or data changes
Implementation Strategy
• Process Driven Approach– Configured the system– Reviewed configuration and process with process
owners– Documented the process using UPK
• Scripts used in Validation Phase
• End user training
Discover Analyze & Design
Construct Validate Go Live Refine
Implementation Strategy
• Implementation Tools– Oracle Process Modeler– Oracle User Productivity Kit (UPK)
SalesSales SupportSupport ServiceService
Customer Self ServiceCustomer Self Service
CRM CRM FoundationFoundation
Includes: Employees, Partners, Contacts, Customers, Notes, Product Information, Competitors, Calendars, To-Do & Activities, Action Plans, Email Merge, Mail Merge
•PIM Synch New
EnhacedNew
CRM Applications at Monaco
• Service Management– Equipment– Contracts (warranties)– Product Registration– Repair Orders and Billing– Warranty Claims– Vendor Chargeback
CRM Applications at Monaco
• Case Management– Call Creation and Tracking
• Recall notification (flash messages)
• Warranty information
• Owner history
– TREAD coding (failure analysis)
Equipment Records
(Coach definition)
CaseManagement(call tracking)
Contracts(warranties)
ServiceManagement
WarrantyClaims
Vendor Returns
RMA
CRM Applications
RepairOrders
Key Configuration Decisions
• Equipment definition– Product make and model– Coach attributes– VIN – Odometer readings
Key Configuration Decisions
Coach Definition• Safari ; Cheetah• 2006; Diesel, Rear bath, Air brake• 06ASF894809409• 460 miles
Attach warranties
Determine warranty periods
Uniquely identify coach• service• case tracking
Key Configuration Decisions
• Monaco Dealer Productivity– Product Registration– Warranty Claims– Part Orders
Key Configuration Decisions
CoachRegistration
Updates • Warranty start date• Odometer update• Location change
DealerSale
CallCenters
ServiceCenters
WarrantyClaims
MDEX (Dealer Portal)
Key Configuration Decisions
WarrantyClaimProcessing
Submit • Parts – standard cost• Labor – standard time and rates• Subcontracts amounts
DealerService Work
MonacoClaimProcessing
MDEX (Dealer Portal)
Process • Approve or deny claims• Pay Dealers
Key Configuration Decisions
Vendor Chargeback
Submit • Parts – standard cost• Labor – standard time and rates• Subcontracts amounts• RMA
Vendors
MonacoClaimProcessing
Process • Send product back • Receive credit
Key Configuration Decisions
• Service Orders (Repair orders)– Use CRM calendar function to schedule appts.– Use work order detail lines and attachments to
capture repair items– Use parts inquiry to better understand on-hand
inventory– Automatically add recall and TSI lines to the repair
order (custom)
Key Configuration Decisions
Create RepairOrder
• Coach details • Repair issues• Recall items• Track bill types
CustomerCall
PartsDepartment
RecallData
WarrantyClaims
Invoicing
Derived Benefits for Monaco
• Equipment and Registration Coach data (equipment) can be maintained by the
appropriate parties within Monaco.
On-line product registration drives more timely information
Quick Add capability allows dealers to process registrations accurately
Derived Benefits for Monaco
• Warranty ClaimsDefined process for handling claims using standard times
and costs (Repair Time Schedule)
Use data in warranty claims to drive chargeback process
RMA process to track returns
Derived Benefits for Monaco
• Vendor Chargeback Initiated a formal RMA process: better parts tracking
Warranty data drives larger percent of valid returns
Better defined process; smoother flow of information
Derived Benefits for Monaco
• Repair Orders Increased tracking of warranty and returned parts
Use data in warranty claims to drive chargeback
Tracking and reporting of RO line type:
• Customer pay
• Goodwill
• Bill to customer service
Questions?