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Service Management at Securitas using OpeneERP
1. Daniel Reis, April 2012
Managing Technical Service operations with
OpenERP
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SECURITAS | April 2012
2. Agenda
1. Context: Securitas technical services
2. Need: use cases and requirements
3. Solution: using OpenERP the address the needs
4. The road ahead: areas to develop in the future
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3. 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.
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4. Securitas is present in Portugal since 1966,
covering the whole territory
– 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.
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5. The Technology & Innovation deptm. provides
technical services for security operations
– Systems for CCTV, Access Control, Intrusion Alarm, Fire & Gas detection.
– Technical staff servicing the whole territory.
– Manages the Alarm Monitoring Central.
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6. 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
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7. Solution implemented with OpenERP's Project
modules
Standard components: Custom extensions:
– Projects & Tasks Task and Issues:
– Timesheet – Departments and Service Teams
– Project Issues – Automatic Issue Responsibles
– Task & Issue State coordination
– Base Action Rules
– Task Materials
– Mail and Templates
– Webkit Reports Base Action Rules
– Triggers on record change
– E-mails using templates
– Several fixes
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8. OpenERP solution centered on Project module:
Issues and Tasks
From the Alarm Central and Branch Managers
Technical service requests
Incident reporting
Issues
Scheduling
Resolution
Tasks
Managed by the technical department
Customer on-site interventions Also manages
Preventive maintenance
New installation projects
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9. Project module for Service Management:
Typical life-cycle for Issues and Tasks
1
Issue
New
2
Task
New
3
Task
In Progress
4
Issue
Done
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10. 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.
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11. 1. New Issue:
Automatic assignment of Responsibles
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.
Issu
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12. 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.
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13. 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']
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14. 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”.
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15. 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).
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16. 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
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17. 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
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