Case study - Implementation of a logistics optimisation and CMMS tool

A telecommunications group commissioned Magellan Partner to assist it in selecting and implementing a tool for its intervention management, logistics optimisation and CMMS needs.

Main objectives of the project :

• Improve service quality by optimising the planning of technician interventions,

• Provide customers with greater visibility on the following indicators :
  – Recurrence rate of faults per piece of equipment in the installed base
  – Tracking of customer requests
  – Response and fault resolution times (corrective maintenance)
  – Progress of maintenance visits (preventive maintenance)

• Reduce the TCO of the IT Intervention domain

Standardisation of intervention processes. Improved performance through defined and shared KPIs. The intervention management solution implemented enables :

• Optimisation of technician rounds
• Time savings when analysing maintenance-related indicators
• Improved service quality
• Reduced technician travel times
• Increase the first-time resolution rate for incidents
• Encourage new attitudes among blue-collar workers and the adoption of new professional practices

Business process redesign and selection of Field Services solution :

• Upstream scoping : Analysis of existing business processes for intervention and inventory management, and definition of target processes.

• Selection of scenarios and ROI calculation.

• IT architecture : Participation in workshops, contribution to macroeconomic analysis, consolidation work,

• Consultation : Drafting of specifications and economic modelling, meetings with publishers in functional and IT integration sessions.

• Implementation of project governance
• Project management: compliance with commitments, quality, costs, deadlines and risks
• Business analysis support