Service Management at Securitas using OpeneERP

Daniel Reis, April 2012Managing Technical Service operations withOpenERP Insert picture in this frame Insert picture in this frameSECURITAS | April 2012

Agenda1. Context: Securitas technical services2. Need: use cases and requirements3. Solution: using OpenERP the address the needs4. The road ahead: areas to develop in the futureSECURITAS | April 2012 2

Securitas is the worlds leading provider forsecurity 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.SECURITAS | April 2012 3

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.SECURITAS | April 2012 4

The Technology & Innovation deptm. providestechnical 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.SECURITAS | April 2012 5

There is need for a tool to manage serviceseffectivelyAlarm Central and Branch Managers request on-site interventions:– Equipment and communications failures– Technical support to customers– Technical support to commercial consultants– New installation projectsService Manager and Branch Managers need status information:– Pending issues– Customer and site history– Automatic notifications by e-mailTechnical 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 plusSECURITAS | April 2012 6

Solution implemented with OpenERPs ProjectmodulesStandard 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 fixesSECURITAS | April 2012 7

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 projectsSECURITAS | April 2012 8

Project module for Service Management:Typical life-cycle for Issues and Tasks 1 Issue New 2 Task New 3 Task In Progress 4 Issue DoneSECURITAS | April 2012 9

1. New Issue:Report a service requestService Team: reusing “Sales Team”.Responsible: automatically assigned.Code: generated by a sequenceProject: 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.SECURITAS | April 2012 10

1. New Issue:Automatic assignment of ResponsiblesIssues 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 Teams Leader.IssuSECURITAS | April 2012 11

1. New Issue:Notification to responsible personCreating a new Issue triggers e-mailto responsible person.– Automated Actions integrated withv6.1 e-mail templates.– Message log available on IssuesCommunication & History tab.SECURITAS | April 2012 12

1. New Issue:Automated actions based on record changesChanging 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]SECURITAS | April 2012 13

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”.SECURITAS | April 2012 14

3. Plan Tasks:Using the Calendar viewThe new Tasks are scheduled using drag-and-drop.Scheduled Tasks are automatically changed to “In progress” (doneby an automated action).SECURITAS | April 2012 15

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 createdSECURITAS | April 2012 16

The road ahead:Areas to be further exploredMore Service Management capabilities:– New installation projects and budgets– Contract maintenance plans– Contract service agreements and SLA control– Subcontrated services managementMore System Integration:– Billing functions integrated with ERPs invoicing– Contract on-site equipment inventory– Technical people individual stock management– Geographical informationMore Service Teams:– IT, HR– Customer satisfaction questionariesSECURITAS | April 2012 17

Questions? Thank you. e-mail daniel.reis@securitas.pt Launchpad /~dreis-pt Twitter @reis_ptSECURITAS | April 2012 18

Integrity | Vigilance | Helpfulnesssecuritas.comSECURITAS | April 2012 19

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Service Management at Securitas using OpeneERP

by Daniel Reis on Apr 11, 2012

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Service Management at Securitas using OpeneERP Presentation Transcript