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> 10 Key Points of a Value Driven
  Solution
 Presented by Tavant Technologies at The
 Warranty Chain Management Conference 2013



                                       PEOPLE. PASSION. EXCELLENCE.
10 Point Summary
     • Identify                                          • Shortlist
     • Correlate                                         • Analyze
     • Document                                          • Share


                   WHAT?                    WHO?




                   WHY?                   WHEN?

     • ROI                                                • Visit
                                                          • Decide
                                                          • Finalize




                     Tavant Proprietary & Confidential
What?



    Identify             Correlate                 Document




               Tavant Proprietary & Confidential
Identify Business Needs
> Need to understand warranty globally
  — Several unique operational theaters
> Need common warranty data and metrics
  — Have data in many different databases
> Need common warranty process
  — Some geographic theaters have very antiquated systems




                            Tavant Proprietary & Confidential
Correlate Ideas
> Different needs exist in different theaters
> Different customer expectations
> Establish a steering committee including cross functional
  and cross theater managers




                          Tavant Proprietary & Confidential
Document the Vision
> Compile requirements from every function and every
  geographic theater
> Complete a SWOT analysis for the current systems and
  processes in each theater
> Defines the vision for the future system
  —   Ensure the strengths remain
  —   Fix the weaknesses
  —   Capitalize on the opportunities
  —   Eliminate the threats




                               Tavant Proprietary & Confidential
Process Step         Description   Benefits/Strengths of current system               Drawbacks/Weaknesses of current system   Vision/Opportunities for new NMHG Warranty system
Administration




                  1   Claim Submitted
                      (Batch)


                  2   Claim Submitted
                      (Extranet)
                  3   Claim Received and
                      Adjudicated
                      (Assessed)
                  4   Claim Audit
                  5   Claims Processed
                  6   Claim Payment
                  7   Part Return and
                      Recovery
                  8   Rescission and
                      Addendum
                  9   Backlog
                      Management
                 10   Contract
                      Management
Ownership




                  1   Dealer Complete
                      PDI
                  2   Dealer Submits
                      Installation Record
                  3   Complete Unit
                      Installation in
                      Database
                  4   Extended
                      Protection Plan
Reporting




                  1   Warranty
                      Department
                      Reporting
                  2   Dealer Reporting
                  3   Product Reporting
                  4   Financial Reporting

                  5   Recovery Reporting
Infrastructure




                  1   Warranty System
                      Programming
                  2   Warranty System
                      Hardware




                                                          Documentation
                                                                                        Tavant Proprietary & Confidential
Who?



  Shortlist   Analyze                             Share




              Tavant Proprietary & Confidential
Prepare Short List of Suppliers
> Determine who is in the warranty space
> Clearly understand the capabilities of what they have to
  offer
> Does their culture match ours?




                         Tavant Proprietary & Confidential
Analyze the Data
> Use the detailed needs assessment created across theaters
  as an evaluation matrix
> How do system suppliers match up to your desired vision?
  — Evaluate at each line item
> Balance quantitative analysis with qualitative




                             Tavant Proprietary & Confidential
Share with Suppliers
> Express concerns with possible suppliers and allow a chance
  to respond
> How well do the suppliers on your short list respond?
> What do they say and how do they say it?
> Do they clearly understand?
> Do the supplier responses alleviate concerns?




                         Tavant Proprietary & Confidential
Process Step Benefits to NMHG (for justification   Vision / Wishes for Dealers                        Vision / Wishes for NMHG Addressed by Supplier?
                                                of system)
Administration    1   Claim Submitted
                      (Batch)


                  2   Claim Submitted
                      (Extranet)
                  3   Claim Received and
                      Adjudicated
                      (Assessed)
                  4   Claim Audit
                  5   Claims Processed
                  6   Claim Payment
                  7   Part Return and
                      Recovery
                  8   Rescission and
                      Addendum
                  9   Backlog
                      Management
                 10   Contract
                      Management
Ownership




                  1   Dealer Complete
                      PDI
                  2   Dealer Submits
                      Installation Record
                  3   Complete Unit
                      Installation in
                      Database
                  4   Extended
                      Protection Plan
Reporting




                  1   Warranty
                      Department
                      Reporting
                  2   Dealer Reporting
                  3   Product Reporting
                  4   Financial Reporting

                  5   Recovery Reporting
Infrastructure




                  1   Warranty System
                      Programming
                  2   Warranty System
                      Hardware




                                                         Share concerns
                                                                                         Tavant Proprietary & Confidential
Why?



       ROI                ROI                    ROI




             Tavant Proprietary & Confidential
Build the ROI
> What risks are the suppliers willing to accept? What skin
  are they willing to put into the game?
> What does their ROI template include? Is it cohesive? Does
  it prove they have experience?
> What ROI criteria are required for approval? Are they in the
  template?
> Does the supplier have the ability and desire to be a partner
  and not just a supplier?




                         Tavant Proprietary & Confidential
ROI Template example
      Tavant Proprietary & Confidential
When?



    Visit           Decide                      Finalize




            Tavant Proprietary & Confidential
Visit Reference Customers
> What were their expectations?
> What were their results?
> What was their overall experience?
  — What went well?
  — What did not go well?




                            Tavant Proprietary & Confidential
Decide on a Partner
> Did the conversation with the reference customers, support
  the quantitative data from the evaluation matrices?
> Does the quantitative data match the ‘gut’ feeling of the
  steering committee evaluating a new system?




                        Tavant Proprietary & Confidential
Finalize Expectations
> Ask for data migration templates
> Ask for integration templates
> Identify key stakeholders
> Outline detailed discovery plans
> Clear schedules to ensure proper attention is paid upfront




                         Tavant Proprietary & Confidential
Summary Checklist
> Identify your business needs
> Correlate your ideas
> Document your vision
> Prepare a short list of suppliers
> Analyze the data
> Share with suppliers and get feedback
> Begin building the ROI
> Visit supplier customers
> Make your decision
> Finalize the project




                               Tavant Proprietary & Confidential
> Thank You!




               PEOPLE. PASSION. EXCELLENCE.

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10 Key Points of a Value Driven Solution by Tavant Technologies

  • 1. > 10 Key Points of a Value Driven Solution Presented by Tavant Technologies at The Warranty Chain Management Conference 2013 PEOPLE. PASSION. EXCELLENCE.
  • 2. 10 Point Summary • Identify • Shortlist • Correlate • Analyze • Document • Share WHAT? WHO? WHY? WHEN? • ROI • Visit • Decide • Finalize Tavant Proprietary & Confidential
  • 3. What? Identify Correlate Document Tavant Proprietary & Confidential
  • 4. Identify Business Needs > Need to understand warranty globally — Several unique operational theaters > Need common warranty data and metrics — Have data in many different databases > Need common warranty process — Some geographic theaters have very antiquated systems Tavant Proprietary & Confidential
  • 5. Correlate Ideas > Different needs exist in different theaters > Different customer expectations > Establish a steering committee including cross functional and cross theater managers Tavant Proprietary & Confidential
  • 6. Document the Vision > Compile requirements from every function and every geographic theater > Complete a SWOT analysis for the current systems and processes in each theater > Defines the vision for the future system — Ensure the strengths remain — Fix the weaknesses — Capitalize on the opportunities — Eliminate the threats Tavant Proprietary & Confidential
  • 7. Process Step Description Benefits/Strengths of current system Drawbacks/Weaknesses of current system Vision/Opportunities for new NMHG Warranty system Administration 1 Claim Submitted (Batch) 2 Claim Submitted (Extranet) 3 Claim Received and Adjudicated (Assessed) 4 Claim Audit 5 Claims Processed 6 Claim Payment 7 Part Return and Recovery 8 Rescission and Addendum 9 Backlog Management 10 Contract Management Ownership 1 Dealer Complete PDI 2 Dealer Submits Installation Record 3 Complete Unit Installation in Database 4 Extended Protection Plan Reporting 1 Warranty Department Reporting 2 Dealer Reporting 3 Product Reporting 4 Financial Reporting 5 Recovery Reporting Infrastructure 1 Warranty System Programming 2 Warranty System Hardware Documentation Tavant Proprietary & Confidential
  • 8. Who? Shortlist Analyze Share Tavant Proprietary & Confidential
  • 9. Prepare Short List of Suppliers > Determine who is in the warranty space > Clearly understand the capabilities of what they have to offer > Does their culture match ours? Tavant Proprietary & Confidential
  • 10. Analyze the Data > Use the detailed needs assessment created across theaters as an evaluation matrix > How do system suppliers match up to your desired vision? — Evaluate at each line item > Balance quantitative analysis with qualitative Tavant Proprietary & Confidential
  • 11. Share with Suppliers > Express concerns with possible suppliers and allow a chance to respond > How well do the suppliers on your short list respond? > What do they say and how do they say it? > Do they clearly understand? > Do the supplier responses alleviate concerns? Tavant Proprietary & Confidential
  • 12. Process Step Benefits to NMHG (for justification Vision / Wishes for Dealers Vision / Wishes for NMHG Addressed by Supplier? of system) Administration 1 Claim Submitted (Batch) 2 Claim Submitted (Extranet) 3 Claim Received and Adjudicated (Assessed) 4 Claim Audit 5 Claims Processed 6 Claim Payment 7 Part Return and Recovery 8 Rescission and Addendum 9 Backlog Management 10 Contract Management Ownership 1 Dealer Complete PDI 2 Dealer Submits Installation Record 3 Complete Unit Installation in Database 4 Extended Protection Plan Reporting 1 Warranty Department Reporting 2 Dealer Reporting 3 Product Reporting 4 Financial Reporting 5 Recovery Reporting Infrastructure 1 Warranty System Programming 2 Warranty System Hardware Share concerns Tavant Proprietary & Confidential
  • 13. Why? ROI ROI ROI Tavant Proprietary & Confidential
  • 14. Build the ROI > What risks are the suppliers willing to accept? What skin are they willing to put into the game? > What does their ROI template include? Is it cohesive? Does it prove they have experience? > What ROI criteria are required for approval? Are they in the template? > Does the supplier have the ability and desire to be a partner and not just a supplier? Tavant Proprietary & Confidential
  • 15. ROI Template example Tavant Proprietary & Confidential
  • 16. When? Visit Decide Finalize Tavant Proprietary & Confidential
  • 17. Visit Reference Customers > What were their expectations? > What were their results? > What was their overall experience? — What went well? — What did not go well? Tavant Proprietary & Confidential
  • 18. Decide on a Partner > Did the conversation with the reference customers, support the quantitative data from the evaluation matrices? > Does the quantitative data match the ‘gut’ feeling of the steering committee evaluating a new system? Tavant Proprietary & Confidential
  • 19. Finalize Expectations > Ask for data migration templates > Ask for integration templates > Identify key stakeholders > Outline detailed discovery plans > Clear schedules to ensure proper attention is paid upfront Tavant Proprietary & Confidential
  • 20. Summary Checklist > Identify your business needs > Correlate your ideas > Document your vision > Prepare a short list of suppliers > Analyze the data > Share with suppliers and get feedback > Begin building the ROI > Visit supplier customers > Make your decision > Finalize the project Tavant Proprietary & Confidential
  • 21. > Thank You! PEOPLE. PASSION. EXCELLENCE.

Hinweis der Redaktion

  1. Global and cross functional needs.
  2. Needs assessment. Organizing thoughts.
  3. Needs assessment. Organizing thoughts.
  4. What we were looking for…Discussions with Gartner…
  5. Process used to narrow down the field…visits….evaluation matrices…interviews…
  6. Partnership to develop….
  7. Partnership to develop….