Service Management at Securitas using OpeneERP

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SECURITAS | April 2012

Daniel Reis, April 2012Daniel Reis, April 2012

Managing Technical Service operations with OpenERP

SECURITAS | April 2012 2

Agenda

1. Context: Securitas technical services2. Need: use cases and requirements3. Solution: using OpenERP the address the needs4. The road ahead: areas to develop in the future


Securitas is the world's leading provider for security services

– 300,000 people in 50 countries – Operations in Americas, Europe, Asia, Middle East and Africa.– Serves a wide variety of industries and customer segments.– Customer size varies from the "shop on the corner" to global multi-billion companies.


– 6000+ employees– Branches in Lisbon, Oporto, Coimbra, Leiria, Setúbal, Faro, Portimão, Madeira e Azores– ISO 9001 and ISO 14001 certifications– Sector specialization, such as Retail, Public Administration, Tourism & Hospitality, Industry, Banking, Transport & Aviation.

Securitas is present in Portugal since 1966, covering the whole territory


– Systems for CCTV, Access Control, Intrusion Alarm, Fire & Gas detection.– Technical staff servicing the whole territory.– Manages the Alarm Monitoring Central.

The Technology & Innovation deptm. provides technical services for security operations


There is need for a tool to manage services effectively

Alarm Central and Branch Managers request on-site interventions:– Equipment and communications failures– Technical support to customers– Technical support to commercial consultants– New installation projects

Service Manager and Branch Managers need status information:– Pending issues– Customer and site history– Automatic notifications by e-mail

Technical staff needs timely and complete information on requests:– Complete issue descriptions, including site address and contact person– Schedule interventions, including planned maintenance and projects– Product catalog and stock management features would be a plus– Map and mobile devices features would be a plus


Solution implemented with OpenERP's Project modules

Standard components:

– Projects & Tasks– Timesheet– Project Issues– Base Action Rules– Mail and Templates– Webkit Reports

Custom extensions:

Task and Issues:– Departments and Service Teams– Automatic Issue Responsibles– Task & Issue State coordination– Task Materials

Base Action Rules– Triggers on record change– E-mails using templates– Several fixes


OpenERP solution centered on Project module: Issues and Tasks

IssuesIssues

TasksTasks

Managed by the technical departmentCustomer on-site interventions

Managed by the technical departmentCustomer on-site interventions

From the Alarm Central and Branch ManagersTechnical service requestsIncident reporting

From the Alarm Central and Branch ManagersTechnical service requestsIncident reporting

SchedulingScheduling

ResolutionResolution

Also managesPreventive maintenance

New installation projects

Also managesPreventive maintenance

New installation projects


Project module for Service Management:Typical life-cycle for Issues and Tasks

1IssueNew

1IssueNew

2TaskNew

2TaskNew

3Task

In Progress

3Task

In Progress

4IssueDone

4IssueDone


1. New Issue:Report a service request

Service Team: reusing “Sales Team”.Responsible: automatically assigned. Code: generated by a sequence

Project: customer contract or service site.Department: branch or organiz. Unit.Component: system type.Category: issue type.

Contact: customer contact person. Task: on-site action to address the issue.Tasks tab: one issue – many tasks.


1. New Issue:Automatic assignment of Responsibles

Issu

Issues regard to a Service Team and a Department.Users members are assigned to Service Teams and Branches/Departments.

Issue Responsible can be determined using these rules.– Projects with Manager assigned override these rules.– When no one is found, the responsible is the Team's Leader.


1. New Issue:Notification to responsible person

Creating a new Issue triggers e-mail to responsible person.

– Automated Actions integrated with v6.1 e-mail templates.– Message log available on Issue's Communication & History tab.


1. New Issue:Automated actions based on record changes

Changing the Responsible triggers a notification e-mail.Custom extension to trigger actions from expression using “old “ and “new” values:

old['user_id'] and old['user_id'] != new['user_id']


2. Decide action for new Issues

“Create Task” for Issues that need on-site intervention.– Action is available in the list view– Related Issue automatically changes state to “Pending”.


3. Plan Tasks:Using the Calendar view

The new Tasks are scheduled using drag-and-drop.Scheduled Tasks are automatically changed to “In progress” (done by an automated action).


4. Complete Task:Prepare task report

Task Report tab concentrates attention:– Materials used (missing from standard)– Task work: who, when, how much time ?– Problem cause: why it hapenend ?– Resolution stage: system is operational ?– Task report: detailed description– Issues to be adressed: next actions required

Button “Done” closes Task.- Start/End date automatically adjusted– Related Issue is set to “Done”– An incomplete resolution sets Issue to “Pending”– If no related Issue, a new Issue is created


The road ahead:Areas to be further explored

More Service Management capabilities:– New installation projects and budgets – Contract maintenance plans– Contract service agreements and SLA control– Subcontrated services management

More System Integration:– Billing functions integrated with ERP's invoicing– Contract on-site equipment inventory – Technical people individual stock management– Geographical information

More Service Teams:– IT, HR– Customer satisfaction questionaries


Questions?

Thank you.

e-mail [email protected] /~dreis-pt

Twitter @reis_pt


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Service Management at Securitas using OpeneERP

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