always optimizing

Transcription

1 always optimizing

2

3 WORKFORCE SCHEDULING Welcome to the world of continuous optimization DAVID BOCHENSKI IFS CUSTOMER SUMMIT, APRIL 2011 always optimizing 2011 IFS

4 APPROACHES TO OPTIMIZATION DIFFERENT TYPES FOR DIFFERENT SITUATIONS - static value - dynamic time - real-time - always optimizing cost 4 WHY SCHEDULING IS HARD TO DO WELL 2011 IFS

5 WHAT OUR SOFTWARE DELIVERS OUR SOFTWARE TOOLS 360 Scheduling Dynamic Scheduling Real-time (0 2 days) Appointment Booking (0 4 weeks) Tactical Service Performance Insight Shift Planning (0 3 months) 5 WORKING TOGETHER FOR SUCCESS Advance[d] Planning (3 12 months) Strategic

6 DYNAMIC SCHEDULING ENGINE THE DSE IS A BLACK BOX SERVER-SIDE SCHEDULING ENGINE DESIGNED TO BE INTEGRATED WITH MOBILE WORKFORCE MANAGEMENT SOLUTIONS TO PROVIDE WORLD CLASS REAL-TIME OPTIMISED WORK PLANS Customer Data Real-time Events Business Rules Dynamic Scheduling Engine Web Service Schedules Real-time Allocations The DSE maintains at all times an optimised internal schedule of all activities and all resources based on the latest available information. New information (e.g. Completed activities, resource location GPS update, resource delayed) is used in real time as it arrives by the optimisation process and constantly updates the schedules.

7 INDUSTRIAL EQUIPMENT SMALL FIELD-BASED WORKFORCE Before With 360 Dispatchers 5 1 Technicians Jobs / day SUCCESS STORIES

8 IT SERVICE PROVISION MEDIUM SIZED: ~300 TECHS Before With 360 SLA hit rate 82% 99% Travel time % Same day response 35% 58% Avg. time of last call 1.30pm 3.00pm 8 SUCCESS STORIES

9 INTERNATIONAL TELCO OPERATOR LARGE ENTERPRISE THOUSANDS OF RESOURCES Before With 360 Calls in SLA 48% 87% Tech Utilization 61% 78% Dispatch Centres SUCCESS STORIES

10 DIFFERENTIATE YOUR SERVICE hrs 8 hrs hrs Working Hours

11 ANALYSE YOUR PERFORMANCE WHAT S YOUR POTENTIAL? 105.0% 100.0% 95.0% 100% SLA 90.0% 85.0% 80.0% 75.0% 70.0% 65.0% SLA % UTIL % 17 headcount 60.0% 55.0%

12 PLAN UNDERSTAND THE SHAPE OF YOUR SERVICE BUSINESS

13 EXECUTE DELIVER STRATEGIC GOALS

14 RESOURCE SCHEDULE PLANNING 10 Capacity:

15 RESOURCE PLANNING

16 RESOURCE PLANNING 10 Capacity: 30 Actual: 25 Loss: 16% 7 8

17 RESOURCE PLANNING 10 Capacity: 30 Actual: 30 Loss: 0% 10 10

18

19

20 SOLUTION DESCRIPTION IFS Works Management Scheduling Workbench Map Schedules Exceptions XML XML DSE Dynamic Scheduling Engine XML-driven black box.net WCF service Real Time Computation

21 VISIBILITY & EXCEPTION MANAGEMENT

22 MAP BOARD GPS ENABLED TURN BY TURN CAPABLE 22

23 KEY CONCEPT MANAGEMENT BY EXCEPTION FOCUS ON WHAT IS IMPORTANT TO DO RIGHT NOW 23 WORKING TOGETHER FOR SUCCESS 2011 IFS

24 ACCURATE DRIVE TIME CALCULATION

25 COMPLEX BUSINESS CONSTRAINT HANDLING Skills Parts 2-Person Pre-requisites Appointments Penalties

26 COMPLEX BUSINESS RULE MODELING YOUR BUSINESS POLICIES UNLIMITED CONFIGURABILITY CALL DATE & TIME WINDOW, MULTIPLE SLAS, SLA PRIORITIES, FIXED & ROLLING PENALTIES, BUSINESS PRIORITY, CALL COSTS & REVENUE, ACTIVITY PENALTIES, ACTIVITY DURATION, PRE-BOOKED CALLS, NEW & CANCELLED CALLS, REAL-TIME CONSTRAINT CHANGES, ACTIVITY OVERRUN, ACTIVITY PRE-REQUISITES, RESOURCE SKILLS, RESOURCE PROFICIENCY, LOCATION ACCESS TIMES, REGIONAL BOUNDARIES, OVERTIME, RESOURCE GPS LOCATION, RESOURCE WORKING HOURS, MULTIPLE RESOURCES PER JOB, RESOURCE TRAVEL AND DELAYS, RESOURCE COSTS, RESOURCE UNAVAILABILITY, BREAKS, RESOURCE TRAINING STATUS EXPERTS.. 26 WORKING TOGETHER FOR SUCCESS 2011 IFS

27 IFS 360 SCHEDULING IN 60 SECONDS OR LESS R&D in Nottingham Operational since 2002 True Real-Time Optimization Nottingham Proven Enterprise-Class Software Modern Web-Based Architecture Focused on Field Services In the last 3 years, IFS 360 have delivered in excess of 75,000 mobile scheduling licenses.

28 CUSTOMERS always optimizing

29 FIRST OPERATIONAL SITE 360 HAVE BEEN DOING THIS FOR QUITE SOME TIME

30 BUT IT IS NOT ROCKET SCIENCE IT S WAY HARDER THAN THAT! WHY SCHEDULING IS HARD TO DO WELL

31 WHY 360 SCHEDULING? IN 60 SECONDS OR LESS UNIQUE ALWAYS OPTIMISING ENGINE DELIVERS GENUINELY REAL-TIME SCHEDULING PERFECT FIT FOR MOBILE FIELD SERVICE WORKFORCE PROVEN SCALABILITY FROM TENS TO TENS OF THOUSANDS OF TECHNICIANS EASE OF INTEGRATION WITH EXISTING WORK MANAGEMENT AND MOBILE DATA APPLICATIONS IFS

32 DAVID BOCHENSKI VP BUSINESS DEVELOPMENT, IFS 360 SCHEDULING E: T: +44(0) M: +44(0) Skype: davidbochenski CONTACT DETAILS

33 THIS DOCUMENT MAY CONTAIN STATEMENTS OF POSSIBLE FUTURE FUNCTIONALITY FOR IFS S SOFTWARE PRODUCTS AND TECHNOLOGY. SUCH STATEMENTS OF FUTURE FUNCTIONALITY ARE FOR INFORMATION PURPOSES ONLY AND SHOULD NOT BE INTERPRETED AS ANY COMMITMENT OR REPRESENTATION. IFS AND ALL IFS PRODUCT NAMES ARE TRADEMARKS OF IFS. THE NAMES OF ACTUAL COMPANIES AND PRODUCTS MENTIONED HEREIN MAY BE THE TRADEMARKS OF THEIR RESPECTIVE OWNERS IFS