Mobile Work Order Management Using Oracle BPM

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A successful, optimized service chain enables service organizations to increase resource efficiency, productivity, and utilization while reducing costs and enhancing the overall customer experience. With different mobile solutions in the market, gone are the days when members of your maintenance crew had to factor in “windshield time” when responding to work orders. Even if they’re driving or out in the field, they can now receive tasks, complete them, and update the system to keep everyone in the loop. This means faster response times, less time wasted on “remind me again” phone calls, less paperwork, and better workflow.

Most of the organizations these days use some type of ERP implementation to manage their work order system. Some of the common ones are: Oracle E-business Suite, PeopleSoft, JD Edwards, etc. These are back end systems responsible for managing all of the organizational operations of the enterprise. Typically these systems are very detailed and require technical and functional expertise to work with, which maintenance crews simply do not have the time and/or expertise to deal with. Their sole focus is on resolving work orders in a timely and high-quality manner, not spending time re-entering data, coming back to the admin office or passing paper from one unit to another. Sofbang, with our mobile partner Blue Dot Solutions, have come up with a cloud based mobile work order management solution using Oracle Business Process Management (BPM). Blue Dot is the leader in mobile field service for Field, Fleet and Facility asset-intensive industries. . With over 20 years of dedicated mobile focus, their latest cloud-based mobile framework called Cyan is truly state of the art. Sofbang has taken this framework and has integrated Cyan with backend ERP systems such as Oracle E-business Suite and PeopleSoft using Oracle BPM. Oracle BPM includes business user-friendly modeling and optimization tools, easy system integration, business activity monitoring dashboards and rich task and adaptive case management capabilities for end users. Processes can be modeled and developed by the business or process analysts.

The overall solution is built on a diverse architecture including an on-premise ERP system (i.e. e-business Suite) with the cloud-based mobile platform Cyan and an on-premise Oracle SOA and BPM Suite instance. The solution is scalable and can be used with other ERP systems as well.

Mobile Work Order Management Architecture

The solution allows the crew workers who are out in the field working on different work orders to receive updates instantaneously with its user friendly screens. It also allows the back office to be “in sync” with the work performed by the crew. The system is designed for cross platform (iOS and Android) smart phones and tablet devices. Moreover, the system also supports offline capabilities. It stores the data on the device if the network is disconnected and it sends/receives the data once it is connected.

At a high level, the solution provides some of following features.

  1. Work Request creation on smartphone & tablet using user friendly screens.
  2. Reject or approve (automatically) Work Request in Oracle BPM based on the business rules configured in the BPM.
  3. Route/Approve the Work Request in Oracle EBS/eAM to the appropriate department in the organization.
  4. Convert to Work Order in Oracle EBS/eAM route to the field user smartphone & tablet in Work Management system.
  5. Update Work Order on smartphone & tablet which gets updated in E-business suite system.

BPM Process

Business Benefits

  1. Extend work orders electronically to the point of the transaction and improve visibility and increase work-order throughput.
  2. Automate your work order management processes.
  3. Mobile employees receive up-to-date work order details.

For more details on the solution or to schedule a demo, please contact Sofbang at info@sofbang.com.