QAD Field Service Scheduler Demonstration Guide. May 2015 EE2015

Transcription

1 QAD Field Service Scheduler Demonstration Guide May 2015 EE2015

2 Overview This demonstration focuses on one aspect of QAD SSM Field Service Scheduler and shows how this functionality supports the vision of the Effective Enterprise; where every business process is working at peak efficiency and perfectly aligned to the company s strategic goals. QAD SSM Field Service Scheduler Key Points Enabling the Effective Enterprise

3 Key Metrics Leveraging QAD FSS to automate the scheduling process and balance cost with service levels directly affects Customer Service and Financial Compliance. Typical measurements related to these KPIs include Service Request Resolution Time and Days Sales Outstanding. Improved visibility into engineer workload, skills and inventory not only decreases scheduling time by 70 to 75%, it also helps you optimize resource utilization. Engineer productivity increases 10 to 15%, and overtime is reduced. Improved efficiency improves customer satisfaction 10 to 25%, with cost reductions that increase service revenue 10 to 15%. It also improves Financial Operational Effectiveness by reducing days sales outstanding (DSO). Additional metrics and the relative importance of each one will depend on your definition of the Effective Enterprise. You can monitor performance against your defined metrics using a combination of Business Intelligence Dashboards, Operational Metrics, Browses and Reports. Field Service Scheduler Related Metrics Service Request Resolution Time Days Sales Outstanding Key Points Customer Service KPI Financial Compliance KPI Standard metrics Importance varies by company

4 Enabling Solution QAD FSS supports improvements to these key metrics by providing visual tools for viewing and dynamically scheduling engineer visits based on engineer availability, skill levels, parts requirements and geographical locations, balancing cost with customer service level. Rather than scheduling calls simply based on who can get there the fastest, your dispatcher will have the tools to quickly develop schedules that maximize productivity and customer service finding the engineer whose skills best match the issue, with access to the parts needed, and who is able to be there within the specified service level commitment. During scheduling, the dispatcher has access to real-time information about your customers, your commitments to them and your ability to meet those needs with your service workforce. This allows the dispatcher to make effective decisions, optimizing service parts inventory and maximizing the use of service engineer s time, while meeting or exceeding Service Level Agreements (SLAs). The dispatcher can also dynamically adjust schedules based on actual or planned engineer arrival time at the customer site. This typically results in demonstrable cost savings, greater time efficiency and higher service level compliance. In addition, Field Service Scheduler fully integrates with the rest of the system for inventory management, costing, invoicing, customer data, and analysis. No special procedures are required. Field Service Scheduler Enabling Solution Visual, drag & drop scheduler SLA Visibility Engineer availability Skill levels Parts requirements & inventory Geographical locations Integrated mapping Dynamic scheduling & tracking Fully integrated

5 Key Points Visual, drag & drop scheduler; dispatchers see skills, parts & availability SLA based meet constraints of Service Contracts Geographical mapping (uses Microsoft MapPoint ) to plot engineer s day Fully integrated with QAD Enterprise Applications

6 Demonstration Summary In this demonstration, you will see how Field Service Scheduler uses visual tools to automate the process of scheduling a call. The dispatcher will review open calls and service level agreements, then select the right engineer based on skills, parts and availability. Field Service Scheduler Demonstration Summary Review call - Customer, end user, installed product - Service Level Agreement Select engineer - Skills, parts, availability Schedule engineer - Plot visit on map Key Points Most critical aspect of service call lifecycle Review and schedule calls Select the best engineer for the job

7 How QAD speeds up dispatching Open Call Display Begin with the process map that describes the call management process. For the purposes of this demonstration, pretend you are the Dispatcher. Here is where you will spend most of your time the Field Service Scheduler this is the pulse of the service organization, one screen that gives you total visibility into the workload of your service organization; service calls that need attention, engineers and their assignments, and all the backup information you need to make informed decisions. Start by looking at the open calls that haven t been dispatched. These are in Pending queue. Sort the most recent or most urgent calls so they appear first. Demo 1. Switch to QAD Enterprise Application screen view 2. On Process Map, click Field Service Scheduler (or select ) 3. In top Browse, click Call Date twice to show most recent calls

8 4. Scroll browse left to show Severity 5. Right-click Severity 6. Select Group By Severity

9 7. Scroll browse right 8. In Severity A, click expand icon Key Points Top of screen lists calls o Filter, sort or group o Show urgent calls based on response time, status, geographic region, etc. Bottom of screen is Gantt-type chart of engineers and their assignments

10 How QAD improves service resolution time SLA Compliance Highlight the Severity A call. Rather than look at all the engineers, just look at the ones nearby and check their availability. One click shows you when each engineer can arrive on site and complete the work. Pink shows travel time, as calculated by the integrated mapping solution, and the light Blue shows the expected work time, based on the estimate provided for the call. Engineer 3 has the shortest travel time, but that engineer is booked to another job earlier in the day. Demo 1. Highlight Call ID <CA1467> 2. In Gantt-Chart Scheduling, search Service Area equals 10USA-3 3. Enter Start Time <current time> 4. Click Simulate Key Points On chart, Service Level Agreement (SLA) bar o o White = Response Time (time we committed to have engineer arrive) Orange = Fix Time (time we committed to have problems fixed) Simulate to see which engineers could meet SLA o o Pink = Travel Time (based on mapping) Light Blue = Fix Time (based on estimate provided on call)

11 Call Details If you only had to schedule based on response time, you could schedule the visit right now picking the engineer who can get there the quickest. However, there is more to the decision than just response time, you want to be sure you pick the right engineer - the one with the skills and the spare parts necessary to do the job. Look at what this call requires. On the bottom of this screen, you see it will take Electrical skills. Note that you could change information about the call right here the status, queue. Demo 1. Click Call Details tab 2. Scroll down 3. Scroll up 4. Enter Call Status 32 (Engineer), Line Status 32 (Engineer), Queue ENGINEER Key Points Comprehensive view of service call, View and modify (ie. Queue, status) Status, comments, visits scheduled, skills required

12 Material Requirements You also want to make sure your engineer has the right parts. Often there will be a list of spares for certain types of calls for example when there is an electrical problem the engineer will typically need a diagnostic kit and a spare microprocessor. In addition, the customer service representative may specify materials when they take the call the customer may indicate that a certain part looks like it is broken, or the CSR may know from previous calls that there might be a problem with a specific part. All of this will appear on the call, and you can find an engineer that has the right parts in their trunk, or you can arrange to ship those parts right to the customer site. Demo 1. Click Item Details on vertical tab list 2. In Record has changed message, click Yes Key Points Item Details parts list and material orders Standard Service BOM Material Orders for extra parts that might be needed Based on customer input and CSR knowledge Find engineer with right parts in their trunk, Arrange for engineer to pick them up on the way, or ship to the customer site

13 How QAD improves service revenue Contract Details Before you dispatch an engineer, you may want to review some additional information. For example, some contracts specify a service window. In addition, you will want to look at the customer s operating schedule to determine the best time for the engineer to visit that site. You can also check the parts that are covered under the contract in this example the parts are covered, but the contract is expired. You will want to check that the call is billable. Demo 1. Click Contract Details on vertical tab list 2. In Contract 1001, click expand icon 3. In Contract Line 1, click expand icon Key Points Contract Details o o Coverage Service Window Operating Hours

14 How QAD maximizes engineer utilization Customer Activity Last, you might want to look up some history on this customer. Do they have multiple calls open? If so, you could assign the same engineer to work on all their calls. You can also see previous calls and visits, along with the item that has been serviced. You might want to stick with the same engineer who has worked with them before. And, if it looks like this same problem has come up multiple times, maybe you need to plan for a full replacement, rather than just fixing it. Factor all of this into your scheduling ensuring you make the optimum decision. Demo 1. Scroll bottom display down 2. On vertical tab list, click Associated Calls 3. Resize Description column Key Points Are there other calls? - If so, schedule the same engineer Has one engineer worked on this part? Or with this customer before? Is there a history of problems with this part? Full details to factor into scheduling Optimize Decision-Making

15 How QAD optimizes engineer assignment Parts and Skills Now that you have a good understanding of what is needed for this service call, look at your workforce again to find the best engineer to perform the service. Here is a comprehensive view of the team - their skills, the spare parts they have on hand, and their work schedule. All of the engineers have some of the parts, but it looks like only one has the parts and the skills needed for the job. Demo 1. Click List of Engineers tab 2. Search Service Area equals 10USA-3 3. Highlight Engineer 10-EMP03 4. Highlight Engineer 10-EMP04

16 Key Points Engineer skills, inventory, schedule

17 How QAD improves accuracy Visual Tools You don t have to go through all this information to figure out who is the best choice. The visual scheduler will do this for you. You can filter out engineers automatically based on skills and parts availability. This immediately leads you to the right engineer. And to schedule the call, all you do is drag & drop to add the call to the engineer s schedule. If you need to modify anything changing the call status or perhaps confirming some of the finer points of the visit - you can do that right here. It s just that easy! Demo 1. Click Gantt Chart Scheduling tab 2. In Search, click icon 3. Search All Skills Matched equals yes 4. Click icon 5. Search All Parts Matched equals yes

18 6. Drag & drop Call <CA1467> from top screen to engineer 10-ENG02 and place it in next available time slot 7. Click OK 8. Click Call Details tab

19 Key Points Visual Select by skills or parts Drag & drop to schedule (or Simulate, right-click call to Schedule Visit) Modify details

20 How QAD guides engineers Integrated Mapping Once calls are scheduled, you can use integrated mapping tools to give the engineer directions to the customer location or plot their route on a map. This is especially useful if you need them to pick up parts for example scheduling them to meet up en route to exchange parts. Demo 1. Click Gantt Chart Scheduling tab 2. Click Clear All 3. Click Search 4. In Engineer 10-ENG02, right-click scheduled call 5. Highlight Plot on Map 6. Select Selected Visit Location

21 7. Click Gantt Chart Scheduling tab 8. In Engineer 10-ENG03, right-click call 9. Select Plot on Map, Show Engineer s Route on Map 10. Click Gantt Chart Scheduling tab 11. In Engineer 10-ENG02, right-click call 12. Select Plot on Map, Show Engineer s Home Address Key Points Integrated mapping tool Driving directions Can visually compare travel routes and locations

22 Closing In closing, QAD FSS automates and simplifies the engineer scheduling process, helping you dispatch an engineer with the right skills and the right parts to fix the problem the first time, within the customer s Service Level Agreement (SLA). It will help you optimize service parts inventory and maximize the use of service engineer s time, while meeting or exceeding SLAs. QAD: Enabling the Effective Enterprise! Field Service Scheduler Closing Service Request Resolution Time - Decreased scheduling time - Reduce time to repair - Increase engineer productivity - Improve SLA compliance Days Sales Outstanding - Faster invoicing - Consistent processes Enabling the Effective Enterprise! Key Points Enabling the Effective Enterprise o Reduce scheduling time 70 to 75% o Decrease mean time to repair 5 to 10% o Increase engineer productivity 10 to 15% (reduce overtime) o Improve customer service by 10 to 25% o Increase service revenue 10 to 15% o o Better service and few disputes Improve Financial Operational Effectiveness by reducing Days Sales Outstanding (DSO) Customer Service KPI Financial Compliance KPI (Financial Operational Effectiveness)

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