Projekt zavedení elektronických servisních zakázek

Abstract

Customer relationship management of the electricity distributor must be properly managed in the internal management systems of the PRE group. In my thesis, I focus on customer relations that directly fall into the responsibility of PREm. In the area of households (counting 750 000 point of supplies), there are dozens of interventions daily provided by PREm task force /fitters/. That means: electrometers assemblies, exchanges and dismounting’s, electro installations, alerts and their resolutions, and collecting data from various meters (electrometers, gas meters and water meters) Additionally, PREm is also involved in future metering developments and upgrades. All work force tasks /work orders/ at customer’s ‘sites are managed based on prepared schedules. At the moment, work orders for fitters are printed out and distributed. Fitters fill them up by hand and afterwards they insert them into the information system after returning into the PRE office. In my thesis I analyze the current manual printed work orders processes and I suggest process and technology changes. In the following chapters, I describe how to implement electronic work orders that are enabled by fitters’ personal hand devices. I also describe how the whole process of the work orders should be integrated into the PRE information system and possibly also into the AMM project that is part of the PRE Smart Grid program. I suggest to implement electronic work orders by using software’s from Microsoft, namely MS project 2010 and MS Visio 2007.