Thales – ERP Alliance Consultancy Case Study


Name: Thales
Sector: Revenue Collection Systems
Location: Paris, France, and Copenhagen, Denmark

Field Service was not the core business for this client. We had previously implemented and linked field mobility and logistics solutions, then replaced another (separate) system by integrating Incident Management into the process.

Following a change in operational leadership at the client, we managed a 6-month project to ensure the client was exploiting the system and getting maximum value from it. Management were concerned that different departments used to provide their own KPIs and reports, that often contradicted each other, they wanted a single database and set of reports that were agreed and approved by all.

We first of all demonstrated to the client how they could have confidence in the data being retrieved from the system.

We then proceeded to produce example reports, based on production data, covering metrics such as :-

Reporting how the field technician’s day is split between productive and non-productive work
Identifying backlogs in the process
Managed several custom developments of Alliance, a Logistics Portal add-on, and all automations. We tested , bugfixed, and implemented these changes into the Alliance standard solution.
Making sure all chargeable incidents are being captured
Identifying potential risks of paying penalties
We then produced reports linking logistics to the technician’s field intervention, taking advantage of the link that exists in Alliance between the onsite intervention and the subsequent workshop repair of any parts swapped. We produced reports linking the “No Fault Found” rate in the repair workshop to the technician who had originally returned the part, which the client was able to use to identify training needs – with the objective of reducing these “No Fault Found” returns.

Some of the reporting needs involved minor process changes, which we managed the implementation of during the project.

Following this project, the client had the information they needed to understand their business and take decisions as necessary, in full confidence that the system behind the data was accurate.
The approved reports are automated within the client’s IT department.

In addition, the client has added the data extraction originally used to produce the reports, to their data warehouse. They can link this to data in their other systems (for example an equipment supervision system) and are able to produce reports and KPIs covering the entire service lifecycle – “Events” through “Incidents”, “Change Management”, “Repair”, “MTBF”.

Daily / Weekly / Monthly reporting of all incident management activity
Numbers of calls per day
Daily / Weekly / Monthly reporting of all field service activity
Average Travel Times
Average On Site times
Technician Productivity
Parts Used ratios
Chargeable activity
A full understanding of each technician’s working day – internal technicians and subcontractors
Reduced No Fault Found rates in the repair workshop
Increased stock accuracy, improved repair cycle times