| Major Telecom Company |
| The Company |
| The client, one of the world’s leading providers of wireline
and wireless communications in the United States, needed to manage the merger
of two major companies while optimizing the utilization of disparate resources
and assets. |
| The Challenge |
| This company’s business managers needed a Field Services
Management Analysis system to integrate, manage and report detailed information
on vehicle and manpower utilization across the multi-company geographies.
This required design and development of a high performance data collection
and integration system that provided operation information on enterprise
service support activities. |
| Major requirements included: |
- Meld data from multiple systems and regional hierarchies from two
separate companies
- Improve productivity of existing service support by effectively
managing vehicle and manpower utilization
- Track and analyze non-business usage of vehicles during business
and off-business hours
- Develop history of dispatch call length and drive time requirements
to improve forecasting of vehicles and manpower needs
- Leverage GPS locator capability to capture real-time vehicle locations
that will allow management to reduce vehicle and technician downtime
|
| The Solution |
| Development of this Field Services Management Analysis
system presented several technological challenges. The system had to provide
high-capacity storage and reporting of operational information from 14 different
data sources. The GRT team managed and developed the data and security system
architecture by building on the existing infrastructure. In addition to
developing a new data warehouse and business intelligence interface, GRT
also incorporated data feeds from existing systems. The user interface included
such options as drop down menus, hot spot links, geographic drill-downs,
“bread crumb” navigation, calendaring and collapsible/expandable tabling:
|
- Built on existing architecture by incorporating data feeds from
in place source systems
- Developed new data warehouse to integrate data from multiple data
sources
- Designed and implemented user-friendly and flexible business intelligence
front end
- Incorporated GPS real-time feeds from over 16,000 vehicles
- Technology environment was comprehensive and included: IBM pSeries
(RS-6600), IBM AIX, IBM-DB2 EEE, Oracle 9i, XML, Java/JS2, C/C++, JMS,
WebSphere, and DataStage
|
| The Result |
| The company immediately realized measurable benefits in
several key areas: |
- Data from two separate companies was successfully merged and appeared
transparent to business users
- Business user navigation and guided analysis was simplified with
drop down menus, hot spot links, geographic drill-downs, “bread crumb”
navigation, calendaring and collapsible/expandable tabling
- Over 30 business tracking and analysis reports/screens allowed management
to proactively manage the:
- daily job history and site visitations for technicians
- ability to display information on vehicle business and non-business
usage
- actual snapshot of pending customer demand activity
- GPS real-time tracking capability allows management to continuously
monitor technician and vehicle deployment
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