Orange Polska is the leading supplier of telecommunications services in Poland. Orange Polska provides, amongst other, fixed voice, fixed broadband access, TV and Voice over Internet Protocol (“VoIP”) services. It provides mobile services, including LTE-based services, third generation UMTS services and services based on the CDMA technology
In addition, the Orange Polska Capital Group provides leased lines, radiocommunications and other telecommunications value added services, sells telecommunications equipment, electronic phone cards and provides data transmission, multimedia services and various Internet services.
The Orange brand is highly appreciated by Polish consumers for the choice and quality of the services offered. Currently, mobile and fixed voice, mobile and fixed broadband, data transmission as well as multimedia services: mobile television, mobile portal and music content are provided under the Orange brand.
The business need
To optimally manage the network infrastructure of a large operator it requires highly skilled specialists and perfect coordination of fieldwork. At the same time, maintaining the broad network and employing qualified staff generates significant costs. In the competitive and saturated telecommunications market, reducing these costs becomes a significant way of improving profitability.
Orange Polska, part of France Telecom Group, decided to simultaneously attain two critical goals: reduce the costs of network service and improve the quality of performed tasks. Comarch’s implementation of dedicated solution was part of the Lean Management project in the department responsible for network service. The network under discussion comprises over 300,000 square kilometers and more than 20 million subscribers.
The main challenge was to provide an automated system to regional and independent field units performing tasks in certain network areas. The system therefore had to correspond with a broad and decentralized organization of network infrastructure service and include all activities performed by employees. The orders for certain tasks had to match numerous locations and various specialists in a given time. In addition, the scope of the project defined several thousand of unique field activities performed by technicians requiring different skills.
From the outset it was clear that apart from the project scale, the tasks of implementing new technologies and establishing new attitudes in an organization that had strongly defined and stable structures would be major challenge. Introducing mobile devices, geographical information systems, and automated task scheduling were all bound to generate anxiety among users of the new system.
The business objectives:
- Centralize field work management
- Utilize the new system to manage sophisticated orders related to network management
- Centralize monitoring and field situation analysis allowing for constant improvements to organization and technology
- Increase efficiency of work assignments and allocation of transport resources
- Automate tasks dispatching
- Introduce tools enabling real-time task management with special focus on fixing network failures
To implement a new solution in such a big organization, the work had to be completed in stages. The new system had to take into account the time necessary for the adaptation of the solution. It also had to allow for the introduction of changes that would facilitate better results in the area of optimizing work.
The solution consisted of a set of modules. The primary modules – supporting field and back office employees – included:
- Dispatcher Dashboard ensuring easy to use graphical tools, including Gantt charts, for manipulating the assignment of work orders
- Automated Scheduling for accepting and dispatching orders for execution in the field. The module performs its tasks with no human involvement. Additionally, it is fully configurable, which enables the automation to be customized to fit Orange business goals. Moreover, the solution initially could function in the confirmation mode, which facilitated safely introducing automated scheduling into production processes
- Resource and Skill Management – the system stores technicians’ detailed schedules together with the skills assigned to each employee. This allows for the automation of task dispatching. The system also contains several thousand of different skills matched with type of work and technology
- Digital Map ensures optimal route planning and real-time monitoring of tasks locations, technicians, and network objects
- Mobile Access – a mobile application for real-time information on the list of tasks and feedback on task execution
- Reporting – comprehensive reporting system for report scheduling and for advanced analysis based on data available in the system
The system is integrated with the operator’s environment, including network inventory systems and trouble ticketing tools.
Comarch Field Service Management covers end-to-end support of the field service delivery process. Features include: order and task management, a dispatching center tool, auto scheduling and routing, resource management, mobile access for techs and auditors, fulfillment partner management and spare parts Orders and management.
The solution allowed Orange Polska to reach established business objectives including:
- Successful implementation of Lean Management methodology for field service units responsible for maintaining the operator’s network
- Increased efficiency of field staff and dispatchers
- Complete analysis of resource allocation and usagenetwork management.
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