REQ 304784 ACME eServ Requirements

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Acme

Acme eSERV Requirements

CALIDUS ePOD

15th January 2013 - 0.2
Reference: REQ 304784











































Introduction

This document is the Acme eSERV Requirements.

Objective

The primary purpose of this document is to document the requirements gathered from Acme, on 20/11/2012, at the ACME site.

This document has been written in a manner such that it can be approved by non-technical representatives of Acme whilst also being of sufficient detail to allow the Functional or Technical Specification phase for this area to begin.

Scope and Limitations

This document is based on the documentation provided by Acme, as referred to in the appendices, as well as information gleaned from site visits and workshops with Acme.

  • The changes will be made in the latest version CALIDUS ePOD/eSERV system.
  • No NAV functionality is specified in this document, although it is referenced. This will all be specified elsewehere.
  • It is assumed that the standard NAV-ePOD interface is in place, with the following eSERV-specific additions:
    • Service Jobs interface
    • Service Product Master
    • Vehicle Product
    • Activities Master
  • Although the document describes all changes discussed with the client, subsequent meetings have marked several changes as out of scope. Although these are referred to in several places throughout the document to identify the ideal process, if the initial change is marked out of scope, all references to it are also out of scope.
    • Engineer to generate calls out of hours through PDA.
    • New Job List Remaining Time column, plus configuration.
    • Add Mileage Entry to each job at Started and Arrived.
    • Share Job functionality.
    • Installation Job Functionality.
    • Micellaneous Image Messaging


Client Requirements

Listed below are the proposed processes that will be followed by the warehouse operatives using Calidus 3pl-Mobile. Also shown are the SCRs required for this to be achieved.

Outstanding Questions on Process

  • Warning Warning: It was noted that Jobs may be cancelled by the engineer on the PDA. It was also noted that this job could then be alocated back to the user. If this is under the same reference, the CALIDUS eSERV system will lose all traceability of the service, as it will be overwritten with the new information. This must be considered.
  • Warning Warning: Job Summary screen is noted as requiring additional fields to be added, but there are limited notes as to what is required - to be confirmed.
  • Warning Warning: Site Survey functionality requires a full specification from the Acme team.

Operational Information

The operation is moving to a 24/7 footing.

Generation of Service Jobs

The current system logs a call, then allocates it to a user and makes it available for the device to pick up.

All Service jobs of all types will be generated from the NAV system. The exact functionality for this is specified elsewhere, but is mentioned throughout this document to show when CALIDUS eSERV will be updated with jobs to be completed and will update NAV with jobs completed, audit histoiry, etc.

Service jobs are allocated to a user, not a load or vehicle. Therefore the standard ePOD functionality of Load is irrelevant.

To achieve this:

  • NAV will send in the job stand-alone (i.e. without a collective Load). It will be stamped with a Load Reference equal to the PDA user (the engineer)
  • CALIDUS eSERV will be modified to create Service Loads automatically for the user and allocate services to this, if one does not already exist. If one already exists, the new job will be added to it. This will be through configuration and only if the Load and User are the same.
SCR SCR-304784-1: Create Service Loads automatically.

Note Note: It is possible for parts to be picked specifically for the fulfillment of a Service job. In this instance, it is required that these be passed through to the CALIDUS eSERV application when the Service is sent to the device.

SCR SCR-304784-2: Send Picked Service Products to the PDA.

Note Note: This requires NAV to interface this information to CALIDUS eSERV. This is specified elsewhere.

Logging On

The user will be prompted to enter the User ID, Vehicle and Password provided to them. If there is any error regarding the values entered, the application will inform them of the error.

File:PDA-Login1.PNG

The PDA will download all of the latest configuration data from the server, and a load to be completed.

If the vehicle being used has not been checked recently, the unit will direct the user to complete the Vehicle Checks. Note Note: It is expected that Vehicle Checks will be in use and configured as always being required, at every logon. However, the configuration of the Vehicle Checks are part of the standard system, and can removed or modified as required. Please see the Admin and PDA user guides for details of what may be configured.

If no load has been assigned to your user, the unit will display a message and ask if you want to recheck.

As it is possible for the application to allow users to complete actions that are not specifically part of allocated jobs (i.e. Join Job, Enter Timesheets, etc), the application will be modified to allow the user to display the empty job list, allowing selection of tasks from a main menu.

SCR SCR-304784-3: Require a main menu, accessible even if the user has no jobs/load assigned.

Call Logging

The operation requires the ability for the engineers to raise calls through the PDA device during out of hours.

SCR SCR-304784-4: Engineer to generate calls out of hours through PDA.

Note Note: This has been marked as out of scope of this project.

A call is raised against specific equipment, not just a customer.

Helpdesk raising the call can process payments over the phone from March/April onwards. A text message will be sent to the engineer with the details of the customer and the contact details. The engineer will contact the customer.

The engineer chooses an option to create a new job.

The engineer searches for and selects the customer and site through the Name and Postcode provided. The PDA will list all matching customers from the search parameters provided by the driver. Note Note: This screen will be limited to 10 customers returned per page, to reduce traffic and processing time on the NAV and CALIDUS eSERV servers.

Once a site is selected, the PDA will retrieve a list of all equipment under maintenance, showing:

  • Contract
  • Product Description
  • Make
  • Model
  • Serial #
  • Asset #

The user will select one of these, confirmed by the customer.

The device will then display any alerts against this equipment and site, informing the driver whether the customer is in maintenance, on stop, not under contract, etc. The engineer has the option of cancelling the job, or continuing.

If cancelled, the job will be discarded and the PDA user returned to the main menu.

If the user chooses to continue, they will be prompted for the problem details, as follows:

  • Problem Details - free text
  • Received Date/Time - default to the current date and time, not entered by the user.
  • Contact/Tel - defaulted from the customer details, changeable by the user.

Once entered and saved, PDA will send this information to the NAV system, which will generate:

  • Call Reference
  • Start Planned Date/Time - defaulted from the call creation time plus the SLA timescale.
  • Engineer - marked as the engineer who created the call.

The PDA will then display the job list, which will include the new job just created.

Job List

Upon logging onto a device, the user will be presented with a list of jobs to complete.

File:ACME-X.png

When a list of jobs is available and has been downloaded onto the device, the user will be prompted to enter the Mileage (Odometer Reading) of the vehicle.

File:ACME-X.png

Note Note: This will also be prompted when all jobs on the list are completed or cancelled, requesting the user to return to base, then enter the final Mileage reading on the vehicle.

Note Note: These Job List Start and End messages will capture times for the user, and will be entered onto the users' timesheets - the detail of Timesheet functionality will be dealt with in a later section.

The jobs on the job list will be sorted in Start Planned Date and Time sequence.

A new column will be added to the Job List - Remaining. This will show the remaining time until the start planned time, from the current time. Note Note: Due to the limitations of the Windows Mobile operating system, this column will not be coloured, but the column will display the time as negative, if the planned time has been passed. This column, along with others, can be chosen to be displayed as part of the configuration of the system.

SCR SCR-304784-5: New Job List Remaining Time column, plus configuration.

Note Note: This has been marked as out of scope of this project.

Assigning Jobs

The engineer selects the job to be completed from the job list.

When selected, the system will display the job summary screen.

File:ACME-X.png

SCR SCR-304784-6: Job Summary to display Problem Type field.
MORE INFORMATION REQUIRED
—User:Anw, 14/1/2013 9:49:43

The user can then start the job, by clicking on the Start button - this marks the job as in progress, and captured the Actual Job Start time.

Note Note: These Job Start messages will capture times for the user, and will be entered onto the users' timesheets - the detail of Timesheet functionality will be dealt with in a later section.

At this time (or when a job is started at status "I" and the Arrival Time is not yet set), the button will have its text modified to "Arrived".

SCR SCR-304784-7: Capture Arrival Date/Time.

The user will, when pressing the button to Start and Arrive at a job, be prompted to enter the Mileage (Odometer Reading) of the vehicle.

SCR SCR-304784-8: Add Mileage Entry to each job at Started and Arrived.

Note Note: This has been marked as out of scope of this project. File:ACME-X.png

This information will be sent back to the Server and NAV on the Job Start and Arrived messages, as well as being stored against the Job itself. NAV may then use this information for Invoicing purposes - this is covered elsewhere.

The user will at this time drive to the site, and can use the contact or navigation options provided within the application. Note Note: Copilot navigation will only function if the Copilot application has been installed and licensed on the device. Note Note: Telephoning the customer will only be allowed if the device's SIM has a Voice plan.

The user will be allowed to go on a break, accessible from this job details screen. This will be through the Timesheet functionality, specified in a later section.

When the engineer arrives at the site, the Arrived button is clicked, which does the following:

  • the PDA Job Arrival Date and Time will be updated
  • the screens required to process the Service job will be shown.

If the user exits the job or application after this time, the user will not be allowed to start another job until this job (with a status of In Progress and an Arrival Time) is cancelled or completed. If the job details screen is displayed again, they will only have the option to 'Continue Job', which will not change the Start or Arrived dates/times stored on the system.

Service Job Type Process

Service jobs will be configured to display the following tabs:

  • Overview
  • Activities
  • Products Used/Returned
  • Diagnosis

Note Note: There is a requirement to capture Site Survey information as part of a Service and Maintenance jobs. This is described later.

Overview Tab

This tab will display the Fault Reported.

File:ACME-X.png

It is not expected that any information needs to be added to this screen at this time.

Activities Tab

File:ACME-X.png

It was noted that the Activities allowed within the current system are perhaps overly complex, whereas the single entry of Activity code in CALIDUS eSERV was perhaps too simplistic. In this case, it may be a requirement for the Activities Entry screen to request multiple levels of Activity Code. This is to be defined by the operation.

SCR SCR-304784-9: Dual-level activity code entry.

If a chosen activity code has sub-codes, the user will be prompted to enter those codes.

Note Note: These Activity codes are maintained within NAV and, as such, the standard interface between NAV and CALIDUS ePOD/eSERV will need to be modified to allow for multiple-level codes to be used between the systems.

Note Note: The maintenance of these codes within NAV is documented elsewhere.

Products Used/Returned

The current application allows you to specify products used and returned on two separate tabs. File:ACME-X.png File:ACME-X.png

Many changes are required to this functionality.

SCR SCR-304784-10: Parts Used/Returned Changes.

The Products Used tab will change as follows:

  • Picked service products will be shown on the list. They will be indicated as being picked items rather than van stock. These items are assumed as being used by the engineer.
  • Scanning an item will select it from the Used Products list and add it to the grid below, or increase the quantity if the item has already been added. These will be marked as Van items used.
  • Van items used can have their quantity increased or decreased from this screen.
  • Pre-picked items cannot have their quantity decreased on this screen - as they are automatically assumed to have been used, they must be returned as part of the products returned screen.
  • A Search button will be added to allow the users to search for Van items by description as well as ID.
  • An Add button will be provided to allow the users to add a non-stock item (marked as such against the product within NAV). This is a product that will be preconfigured to allow a new description to be added to it. When pressing the Add button, the user will be allowed to select one of these non-stock items, the amend the description. It is expected that this is used to enter Installation packs (tape/cable used) is small/medium/large invoicable items.

The Products Returned tab will work as now, which will allow the user to scan the ID of items returned. These will be added to the list below. Note Note: The user may scan a pre-picked item here. If so, NAV will note that this is a returned product, but the user will not be notified that this is the case.

Diagnosis Tab

File:ACME-X.png

This tab allows the engineer to enter any diagnostic information.

This tab will be modified to allow identification of a two-person job

SCR SCR-304784-11: Two-Person Service Job.

The engineer will be allowed to identify that the Service was a two-person job through a check box entry.

If checked, the user will be able to select an Engineer from a drop-down list. This will show all engineers in the CALIDUS eSERV system.

Once selected, the user will be able to check a box as to whether this additional engineer should be charged for.

This information will be sent back as additional information on the service and sent through to NAV. NAV will use this information to generate timesheet information for this user. This is specified elsewhere.

Maintenance Jobs Types Process

Specific functionality is required for Maintenance Job completion.

SCR SCR-304784-12: Maintenance Job Functionality.

One call is raised, with many pieces to be checked and maintained.

Require a list of:

  • Product
  • Check Box (to say checked)
  • Condition Code (new reason code)
  • Comment

Original Estimate Server/PDA New structure for products on maintenance jobs - flag the products for this 1.00 PDA New tab only for maintenance jobs, to enter and check each product and enter status. 2.50

Additional to original estimate: New Service Type - Maintenance - 2.0 days

Not yet multiplied 1.4

Share Job Functionality

MORE INFORMATION REQUIRED
—User:Anw, 14/1/2013 9:49:43

New functionality is required to allow Engineers to log time against a job that is allocated to another engineer.

SCR SCR-304784-13: Share Job functionality.

Note Note: This has been marked as out of scope of this project.

This will be completed by adding an option to the Action menu - Join Job.

Note Note: This option can only be used if the user has an active data connection, as it will be downloading the job on demand.

Screen displays - "This option allows you to join a job in progress from another engineer".

The PDA will allow the user to enter a Job ID or Job Code. They will be able to select from a drop-down list. When selected, the PDA will download the details of the job.

The PDA will display the details of the job (it will not appear on the job list.

Note Note: If for some reason the user manages to exit the application abnormally, when the application re-starts, it will recognise a shared job is on the device and immediately after log on will show the job details. This will allow the user to continue on the shared job, or exit as desired. The user will not be able to start another job without confirming that sharing this job is complete.

The user will be allowed to click the Start button as on a normal job. The PDA will informs the server and NAV that the user has started on the job, noting that this is Sharing the job.

The user will be able indicate that they have arrived, as normal.

Note Note: The driver will be forced to capture Odometer readings as required against the job.

At this stage: For Service and Maintenance job types, the user will only be allowed to log time against the job. They will not be able to add or remove products - that will be achieved through the original engineer's PDA. The only option they will have is to click a button to Leave the job.

Clicking Leave Job on a shared job will ask the user to confirm. If so:

  • the user will be returned to the Job List screen
  • the job update will be sent to the CALIDUS eSERV system, with details of the time spent on the job.
  • the user will be prompted to return to base and enter the Odometer reading, if required.
  • the PDA will request to see if there are any jobs assigned to the user

Installation Job Types Process

Installation Jobs will not be assigned directly to any particular Engineer, as the jobs could be for several Engineers over several weeks. Instead, the Share Job functionality will be used, with the following changes.

SCR SCR-304784-14: Installation Job Functionality.

Note Note: This has been marked as out of scope of this project.

Note Note: Should an installation job be allocated directly to an Engineer, rather than being completed through Job Sharing, the job conpletion process will function identically to the Service type jobs.

In normal operation:

The user will join the job, Start and arrive as a normal shared job.

For Installation job types, the user will only be allowed to log time and add/remove products against the job. They will not be able to close the job - that will be achieved through the original engineer's PDA. After they cliock the Arrive button, the job will start as normal, but the user will only be able to see the Overview and Add/Remove Products tabs.

The user will be able to add products to and remove products from the job as normal. The CALIDUS eSERV system will ensure that each Job is tagged with the user that added or removed it. All of this information will be held in NAV.

If the user clicks the OK button, they will simply be returned to the Job Details screen.

Clicking Exit out of the Shared job will ask the user if they have completed the job. If so:

  • the user will be prompted to confirm the service job (see next section)
  • On completion, the user will be returned to the Job List screen
  • the job update will be sent to the CALIDUS eSERV system, with details of the time spent on the job, completing the job.
  • the user will be prompted to return to base and enter the Odometer reading, if required.
  • the PDA will request to see if there are any jobs assigned to the user

Service Job Confirmation

Once all the information has been entered and the engineer clicks the OK button, the PDA will prompt for the engineer's signature.

File:ACME-X.png

Once entered, the PDA will require the entry of customer signatures.

File:ACME-X.png

Currently CALIDUS eSERV requires the user to enter the Signatory, and request the signature.

This will be modified to require the entry of Signatory Position.

SCR SCR-304784-15: Position and Additional Information at Signature.

In addition, the system will be modified to allow the user to see

  • Two-man Job
  • Start, Arrival and End Time.

if entered.

The screen currently has a check-box to allow the user to identify whether the job has been checked. The label of this field may be modified to "On Site Complete" through configuration. This will allow the user to identify the Job Completed Status. This information will be sent back to the NAV system, which can then be reported on. This is specified elsewhere.

The screen will be changed to allow the user to go back to the Services screens, in case anything requires further modification.

Site Survey Information

There is a requirement to capture Site Survey information as part of a Service and Maintenance jobs.

SCR SCR-304784-16: Service and Maintenance jobs to capture Site Survey information.

Warning Warning: This functionality is subject to full specification by the Acme team.

The information will be captured on an additional tab on Services, enabled by configuration.

The fields prompted for will be taken from amongst but not limited to the following:

  • Asbestos Reg In Site
  • Room Height
  • Room Width
  • Room Length
  • Cellar Details
  • Electrical Supply OK
  • Phase
  • Supply Rating
  • Isolator Required
  • Unit Height
  • Lifting Gear Required
  • Circuit Breaker Make
  • Noise Considerations
  • Total Pipe Run
  • Heat Gains (List)
  • Drain Requirements
  • WEEE
  • Replace Sell Price
  • Distance to Tee

Note Note: Certain of the fields may require drop-down list entry. These may be either hard-coded into the system, maintained as reason codes within NAV and passed to CALIDUS eSERV, or new descriptive lookups maintained by the user.

Note Note: It is possible that these survey fields could be maintained and stored as XML data within the database (i.e. CALIDUS eSERV can pass the data on, but not access the data directly). Although this would take longer to develop, it would lead to a system that allowed for fully-configurable fields to be entered by the users, different for each Site or Job Group.

Timesheet Functionality

The CALIDUS eSERV system will be modified to add Timesheet functionality

SCR SCR-304784-17: Add Timesheet functionality.

At the time specified in the sections above, the user can choose to add a timesheet entry through a button provided at that point. Currently, that is:

  • Job List screen (via an Action menu at the top of the screen)
  • Job Details screen (via a button on the screen, above the Keyboard button)
  • Job Execution i.e. Collection, Delivery and Services screens (via a button on the screen, above the Keyboard button)

File:ACME-X.png File:ACME-X.png File:ACME-X.png

When this option is selected, the PDA will display a screen requesting:

  • The type of timesheet entry (from a drop-down list). This will be configurable within CALIDUS eSERV as Reason Codes of type "TS", and are expected to be set as:
    • Break
    • Lunch
    • Other (this option will always be available, regardless of whether any Timesheet Reason Codes have been configured)
  • Description of the timesheet entry (required if Other selected from Type)
  • A Start button is available, as well as a Cancel button, to cancel the break.

Note Note: It is expected that these new Reason Codes will be maintained in NAV and sent through as part of the standard interface of standing data.

When Start is clicked, the button will change to End. The Start Time will be shown on the form. The screen will not be allowed to be exited until the End button has been clicked.

When clicked, a timesheet entry will be sent back to the Server, specifying the user, start and end dates and times, plus the type and description. This will be stored as an action against the user.

The CALIDUS eSERV Admin system has the capability to track all messages with provided information. This will form the basis of the timesheets information.

This information will be interfaced to NAV at the end of every list of jobs completed (The Service Load).

The NAV system will be modified to provide functionality based on this information. This is specified elsewhere.

Logoff System

A user can choose to exit the system at any time, by clicking Exit from the Job List screen. If they do, they will be prompted to confirm.

If there is any unsent information at this time, the unit will keep attempting to send the information before it exits. It will also add a Logoff message to the server.

SCR SCR-304784-18: Logoff Audit Message.

This message will be used to audit the date and time the user logged off the syste, will be sent to NAV and will be used as part of the Timesheet system. This is specified elsewhere.

Service Report

The service report will be written in NAV and will require invoicing information. This is specified elsewhere.

However, a simple generic Service Report format will be available within EPOD to show:

  • Engineer information
  • Customer information
  • Activities undertaken
  • Products Used
  • Products Returned
  • Engineer and Customer signature
SCR SCR-304784-19: Generic Service Report format.

All configuration within CALIDUS eSERV regarding automatic production and emailing of these reports will be disabled, as they are being produced through NAV.

Micellaneous Image Messaging

Add miscellaneous imaging to any job.

SCR SCR-304784-20: Micellaneous Image Messaging.

Note Note: This has been marked as out of scope of this project. There are several ex-app solutions that already have this functionality (e.g. MSN Messenger, MMS messaging, etc).


Appendix A: Table of SCRs and Ballpark Estimates

SCR#SystemAreaDescriptionEstimate (Days)Notes
1 eSERV Services Create Service Loads automatically.  0.75  NEW
2 eSERV Services Send Picked Service Products to the PDA.  3.00  NEW
3 eSERV Services Require a main menu, accessible even if the user has no jobs/load assigned.  3.00  NEW
4 eSERV Services Engineer to generate calls out of hours through PDA.  20.25  4
5 eSERV Services New Job List Remaining Time column, plus configuration.  4.25  4
6 eSERV Services Job Summary to display Problem Type field.  1.25 
7 eSERV Services Capture Arrival Date/Time.  5.00 
8 eSERV Services Add Mileage Entry to each job at Started and Arrived.  6.75  4
9 eSERV Services Dual-level activity code entry.  8.00 
10 eSERV Services Parts Used/Returned Changes.  12.00 
11 eSERV Services Two-Person Service Job.  4.25 
12 eSERV Services Maintenance Job Functionality.  7.75  ADDED 2.5
13 eSERV Services Share Job functionality.  7.00  4
14 eSERV Services Installation Job Functionality.  5.75  4, ADDED 0.5
15 eSERV Services Position and Additional Information at Signature.  5.50 
16 eSERV Services Service and Maintenance jobs to capture Site Survey information.  9.25 
17 eSERV Services Add Timesheet functionality.  25.50 
18 eSERV Services Logoff Audit Message.  0.00  INC ABOVE
19 eSERV Services Generic Service Report format.  2.75  NEW
20 eSERV Services Micellaneous Image Messaging  18.25  4


Notes:

  1. Any high level ballpark estimates for development are based on the basic information provided and are subject to detailed design and creation of an SCR.
  2. Each change includes all required time to complete (i.e. Specification, Development and Testing). No Project Management fee has been included.
  3. No NAV development time has been included in these changes.
  4. This change has been marked as Out of Scope.


Appendix B: Document References

B.1 References

Ref NoDocument Title & IDVersionDate
1Reference10.101/01/2011


B.2 Glossary

Term Definition
EPOD Electronic Proof of Delivery. The OBS EPOD system is CALIDUS ePOD.
CALIDUS eSERV The OBS mobile system to complete Service functionality in the field. This is part of the CALIDUS ePOD system.
PDA The mobile device on which the C-ePOD system will run in the field. This can be a Phone, EDA or industrial PDA, running Android.
DAL Data Access Layer. A mechanism for accessing data by the system that is removed from the application, allowing for simplified access and providing protection to the data, as only approved DAL methods can be used to modify it.
GPS Global Positioning System. A mechanism of retrieving accurate positioning information in the form of Latitude and Longitude (Lat-Long) co-ordinates from a device.
GPRS, 3G, HSDPA, Data Service All terms referring to mobile device network connectivity, and the speed at which the device connects to the internet.


B.3 Authorised By


Julie Taylor
OBS Project Manager		_____________________________
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