Securitas implemented OpenERP's project management modules to manage its technical service operations. The modules allow Securitas to track service requests as issues and associated on-site tasks. Issues are automatically assigned and notifications sent. Tasks are scheduled and linked to issues which update status. The system provides visibility into service requests and improves management of Securitas' technical services and customer support operations.

1. Daniel Reis, April 2012
Managing Technical Service operations with
OpenERP
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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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18. Questions?
Thank you.
e-mail daniel.reis@securitas.pt
Launchpad /~dreis-pt
Twitter @reis_pt
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19. Integrity | Vigilance | Helpfulness
securitas.com
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