Transcript Mobility Solution for Field Staff Mobility Solution for Managers The

Fujitsu Siemens Computers
Information
and Communication Networks
Siemens Business Services
Siemens Mobility Solutions
One stop rise in productivity
CeBIT 2004
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Mobility Solutions by Siemens
Information and communication for people at mobile assignment
 Information and communication technology is changing our environment, in the
private and first of all in the professional life.
 Flexible accessions and multi-media based devices allow unlimited information
and communication - at any time and any place.
 The mobile users expect uncomplicated access and a simple management of their
services and applications.
 Organizations & authorities search for new workflows without time- and cost-
intensive medial changes
– to increase quality of supply and productivity.
CeBIT 2004
Information and Communications
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Siemens as partner
Mobility Solutions
Mobile integrated workflows with
an end-to-end infrastructure for
information and communication
- and all from a single source
 Strategy, Consulting and Implementation
 Installation, Integration and Training
 Operating and Optimization
CeBIT 2004
Information and Communications
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Mobility Solution for Field Staff
Mobility Solution for Managers
Services for Mobility Solutions
Reference Customers
The modular HiPath Portfolio
Seamless Connectivity with LifeWorks
CeBIT 2004
Information and Communications
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Mobility Solution for Field Staff
Challenges for sales and service environments
The workflow between dispatching and field staff is characterized by medial changes and manual
administrative tasks.
End-to-end design of workflows and integration of mobile
media-technologies
Handle tasks more efficiently
Increase productivity and quality of
service
Enhance customer and employee satisfaction
Higher profitability in a short time
CeBIT 2004
Information and Communications
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Mobility Solution for Field Staff
Creating integrated workflows between service-centers and field staff
Sales orders
Service orders
Trouble tickets
Mission statement
Security
Assessor
Service-Center
Service-Center
Plans and controls orders
Manages resources, skills &
logistics
CeBIT 2004
Information and Communications
Technician
Voice communication
Unified messaging
Relevant data & functions
Information
Sales Reps
Service Provider
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Mobility Solution for Field Staff
At Service Center –
all instruments to control field staff in real-time
Service-Center
Dispatch Tool
e.g. SAP R/3
Optimization:
• Route
• Capacity
Service
Technician
Service Level
Agreement
CeBIT 2004
Optimization of
information
and data flow
All relevant
control factors
Installed
inventory
Skills
Information and Communications
Engineer
Availability
Distance
Automatic
scheduling
Dispatching
targets
Skill based,
real time
dispatch
Real time
statustracking
Tools
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Mobility Solution for Field Staff
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For the technician all services for an effective order processing
Service
Technician
Dispatch tool
e.g. SAP R/3
Optimized
Information flow
Central
applicationinterface
Service Center
Relevant
contract info
CeBIT 2004
Increase
First Fix
Rate
Breakdown
related info
Creation of
confirmations
Information and Communications
Electronic
signature
IC supported
collaboration
Technician
targets
Simplified
handling
Device
support
Spare part
ordering
Data and
Voice Com
DeviceManagement
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Mobility Solutions for Field Staff
Functional architecture Field Service
Breakdown related
info
Firewall
VPN-Access
GSM/GPRS
CDMA/1xRTT
WLAN
User-Interface
Service-Client
E-Mail Synchronization
PIM& Web-Services
Voice Communication
Software Management
Communication
Server
e-Mail
Service
PIM
Service
Software
Update
Service
Dispatching
Mission
statements /
Service orders
Resources
Skills
Routes
etc.
Billing
Reports
Sub-processes at back office
Access
Security
Service
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Information and Communications
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Mobility Solution for Field Staff
Highlights
Creation of an end-to-end business process to manage field staff
 Dispatching and order handling with integrated status- tracking in real-time
 Integrated online-ordering of spare parts
 Optional integration of add-ons like route optimization, localization, spare part-availability
etc.
All information and communication services
on one mobile device
 Voice communication and further services like e-mail, fax, PIM, Intra- and Internet as well
as customer applications
 Management of basic hard- and software equipment, Software Management, Backup,
Recovery, Updates etc.
CeBIT 2004
Information and Communications
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Mobility Solution for Field Staff
Key value drivers
Mobile information- and communication infrastructure
 Decreasing assets, by the use of inexpensive devices
 Improvement of cash flow due to faster billing
 High data- and information-security due to secured communication channels
 Higher productivity due to integration of media
Customer satisfaction
 Differentiated service offering
 Improved customer loyalty due to higher first-fix-rate
and status tracking
Employee satisfaction
 Collaboration and information gathering become easier
 Higher acceptance due to an all-in-one device
CeBIT 2004
Information and Communications
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Mobility Solution for Field Staff
Economical success for the company
Lower
CAPEX
Discontinuity of media
in workflow
Simplified processes, integrated media,
online handling
Simple and efficient
online processing
Manual administrative operations
Fast reaction
differentiated service offering
higher service volume
Service quality
Customer loyalty
Multiplicity of different mobile devices
CeBIT 2004
Information and Communications
All-in-one device
device management

Lower OPEX
Increase
productivity
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Mobility Solution for Managers
Challenges
Limitations of availability, accessibility of network and media, application handling and control mechanisms
constrain the users
A mobile information and communication infrastructure which could be flexible used and managed by
any device at any place
Balance between availability and functional
limitations
Flexible and optimized time management
Enhanced productivity due to satisfied users
Higher profitability in a short time
CeBIT 2004
Information and Communications
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Mobility Solution for Managers
Initial situation
At workplace
Desire for
 control of availability
 Any time access to information
 “click and dial”
 one electronic mailbox
 Integrative user interface
At other offices
In the meeting
CeBIT 2004
Information and Communications
On the way by car
Limitations by
 device dependence
 network infrastructure
 intranet-access
 availability of media
 security
On the airplane
At public places
On voyage
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Mobility Solution for Office People
Our function for the solution
At workplace
On the way by car
 One-number-service
 Communication filtering and profiles
 Directory Services
 Unified Messaging Services
 Flexible choice of workplace
 Access to services – independent from
devices
 Network independence
 Synchronization of data
 VPN-Security
 Device Management
At other offices
In the meeting
CeBIT 2004
Information and Communications
On the airplane
At public places
On voyage
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Mobility Solution for Managers
Highlights
The mobile working environment for information and
communication services – at any time and any place
 Initialization of basic multimedia services like voice,
e-mail, fax and PIM data as well as Intra- and Internet
 Individual management of the information and communication flow by fixed
or mobile device
 Security management to enable a secured external access to the company
network
 Using of the most cost effective mobile network-infrastructure like GSM/GPRS,
WLAN at the point of use
CeBIT 2004
Information and Communications
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Mobility Solution for Office People
Key value drivers
 One single concept for the entire mobile information and communication
infrastructure
 Higher productivity due to the integration of media between the fixed workplace and
the mobile environment
 High data and information security due to secured communication channels in the
mobile environment
 Unlimited information exchange and access to information
 Team collaboration independent from time and place
 Increased satisfaction of the mobile user
CeBIT 2004
Information and Communications
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Mobility Solution for Office People
Economical success for the company
Lower CAPEX
Balance between availability and
undisturbed working
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One-number-service
one voice box
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On the way access to services and
information
Several devices for mobile as well as
fixed use
CeBIT 2004
Increase
producti-vity
Control of call forwarding, user-related
profile settings
Several extensions and mailboxes due to
several devices – fixed/mobile
Lack of information
Lower OPEX
Information and Communications
Less devices
Device-Management
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Mobility Solutions
Services have particular importance
Professional Services

For solution design and implementation

Analysis of requirements

System architecture

Technical Configuration

Project management

Realization

System integration

Training

Optimization
Managed Services

For operations from functional parts till to hosted operation of
total solution
Lifecycle Services

CeBIT 2004
For installation, keep-in-operation and maintenance of solution and
its components
Information and Communications
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Mobility Solutions
Project flow of Field Service example
Project Management
Analysis
Design
 Purpose
 Process
Analysis
 User
Requirements
 System
Architecture
 Security
Concept
 Technical
Configuration
CeBIT 2004
Realization
Integration
 Implementation
Planning
 Installation of
Components
 Client
Prototyping
 System
Integration
 System and
Security Testing
Information and Communications
Validation
Rollout
 Rollout Planning
 Piloting
 Adaptation after
Piloting
 User Training
 Rollout
 Change
Management
Operation
Support
 Maintenance /
Transmission Securing
 Operating
 User Hotline
 Networking Security
 Software Updates
 Device Management
 System Optimization
 Optional:
Solution Operating
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Security in Mobility Solutions
Smart Card Support
Security Analysis and Consulting
Security
Workshop
Business
Continuity
Risk
Management
Protection
„block the bad guys“
Communication Security
Secure
Content Security
Remote Access
Anti Virus
CeBIT 2004
Firewall/VPN
Information and Communications
Security
strategy
„find the
loopholes“
Business- /
IT-Resources
Smart Card
Personalization,
Management
Application
Support
Enabling
„support the good guys“
Identity & Access Management
Password
Management
Identity Storage & Access Right
Management
Provisioning
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Mobile Device Management
Basic Service and Options
Basic
Primary
Installation
Software
Management
Remote
Customizing
Helpdesk
Disaster
Recovery
Options
Secure
Network Access
Personal
Information
Management
Access to
Enterprise
Applications
Protection
against viruses
Encryption
Backup/Restore
CeBIT 2004
Information and Communications
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Mobile Device Management
Basic Service System Architecture
Provider
Enterprise
Siemens Service
Web Service
GPRS
Admin
database server
External
Enterprise
Firewall
Internal
Enterprise
Firewall
Gateway Server
(authentication to
Enterprise Network)
CeBIT 2004
Information and Communications
SWPool
Card
Loader
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Mobile Device Management
Example
GSM (ePlus/D1/D2)
Enterprise
GPRS/HSCSD
Groupware
Services
Siemens
DMZ
CeBIT 2004
Information and Communications
Connect
Server
Directory
Services
Admin DB
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Resilience in Communications
The modular HiPath architecture
creates a
resilient and cost-effective communication environment
that facilitates
heightened business productivity
and efficient business processes
CeBIT 2004
Information and Communications
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The modular HiPath-portfolio
optiClients, optiPoints and portals
HiPath
MetaManagement
HiPath SIcurity
HiPath
MetaDirectory
Other Applications
HiPath MobileOffice
HiPath OpenScape
HiPath ProCenter
Business applications
HiPath ComScendo
Business applications
HiPath-Servers and Gateways
HiPath-Services
HiPath is a comprehensive portfolio of modular, multi-function software, services and
supporting hardware.
CeBIT 2004
Information and Communications
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HiPath
value-added for the customer
Employees
Customers
Partners
Cost of capital
Work groups
Cost of operation
Productivity
Security
Management
Enhance Business Productivity at All Levels by Optimizing
Communication Among Individuals, Workgroups, Partners & Customers.
CeBIT 2004
Information and Communications
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Enterprise Solutions – a contribution to the LifeWorks concept
Consumer
LifeWorks
Carrier
Enterprise
LifeWorks is our concept for the business communication.
It links enterprise networks with carrier networks and makes the applications that run on the
enterprise network available everywhere.
CeBIT 2004
Information and Communications
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LifeWorks concept
Unified Domain, Unified User Experience
Unified Domain
Central Office/
Data Center
Cellular
PSTN
Mobility Client
WAN
VPN
Survivable Media Gateways
IP Client
Unified User Experience
Mobile Worker
CeBIT 2004
Home Office
Information and Communications
Branch Office
Headquarters
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(c) Siemens 2004