Work Order Scheduling/Dispatch. Best Practices from Projection to Customer Satisfaction

Transcription

1 Work Order Scheduling/Dispatch Best Practices from Projection to Customer Satisfaction

2 Work Order Scheduling/Dispatch Best Practices from Projection to Customer Satisfaction Best-In-Class utilities use appropriate levels of automation and appropriate business process reengineering to forecast workload, staff their workforce, tactically update their resource plans, schedule work, and manage work to completion.

3 information Background Culmination of 20 plus years of ViryaNet experience in developing and implementing mobile workforce management solutions including formal and informal benchmarking and best practice excercises 24 years of utility operational experience from field operations, project deployment, and customer service

4 Best Practice S/D Group RIGHT SD The Right Scheduling/Dispatch Group RIGHT PLANNING PROCESS Managing the Right Planning Process

5 R.I.G.H.T. S.D. focus on these characteristics of a bestpractice scheduling and dispatch group Resources Interaction Goals Hub Training Scope Density

6 RIGHT PLANNING PROCESS Strategic Plan Tactical Plan Schedule Manage Changes

7 R.I.G.H.T. S.D. Resources Hire for the S/D Profile; teach the business process Organized, Attention-to-Detail, Proactive Manager seat at the table Schedulers Manage the backlog Dispatchers Manage exceptions Support apprentice Appropriate tools and systems

8 R.I.G.H.T. S.D. Interaction Clearly defined roles and responsibilities between S/D and other groups for S/D functions Workforce support

9 R.I.G.H.T. S.D. Goals for S/D Productive time / resource / day First call resolution rate % WO commitments missed Effectiveness of schedule Emergent work time-to-status Backlog trend by priority Percent of customer calls that require a truck roll Average number of follow-up dispatches when issue is not resolved on the first call????

10 R.I.G.H.T. S.D. Hub Location of S/D with respect to Initiation and Field Centralized, Decentralized, or Virtual Balance relationship with initiation staffs and execution staffs Balance S/D access to organization and support

11 R.I.G.H.T. S.D. Training Teach the business process Train on the systems and tools Renew all training Field ride-alongs Certification

12 R.I.G.H.T. S.D. Scope One view to all work and resources Manage the backlog Forecast and plan Manage Exceptions Communication to stakeholders of work and resource status and corporate/individual performance

13 R.I.G.H.T. S.D. Density Coverage by territory, work, time 24/7 support for day-to-day and outage events FTEs Schedulers - 1 to 50->200 (complex->routine) Dispatchers - 1 to 25->75 (dynamic->static) Support - ½ for each S or D

14 R.I.G.H.T. S.D. Benchmark Resources missing management Interaction lack of definition Goals field focused, limited Hub - varied Training limited to none Scope silos focused, what s in the system Density lower ratios, varied

15 Migration to RIGHT SD Progress Towards Future State Current State Time

16 Best Practice S/D Group RIGHT SD The Right Scheduling/Dispatch Group RIGHT PLANNING PROCESS Managing the Right Planning Process

17 RIGHT PLANNING PROCESS Strategic Plan Workload projection Staffing plans Align resources to projection Strategic initiatives Cross Training Retention Programs Hiring Plans Depot Locations Material Processes Participate in corporate strategy

18 RIGHT PLANNING PROCESS Tactical Plan Projection vs Actual Vacation Planning Equipment Maintenance What if. Tune Strategic Plans Compensate for adversity Handle adverse environments Coordinate Response

19 RIGHT PLANNING PROCESS Schedule Pull from backlog Tune resource availability Assign right resources Ensure appropriate focus

20 RIGHT PLANNING PROCESS Manage Changes Monitor non-routine Monitor ETAs Monitor progress Focus on exceptions Manage SLAs Manage backlog

21 RIGHT PLANNING PROCESS Benchmark Strategic Plan one time, limited efforts, silos Tactical Plan silos Schedule reactive to what s available Manage Changes - reactive

22 Progress Towards Future State Migration to RIGHT PLANNING PROCESS Current State Time

23 ViryaNet G4 Product Planning Module Execution Module Strategic Planning Tactical Planning Optimization Dispatch Field Inventory Contracts Monitoring Module Operational Dashboard Executive Dashboard Datamart Infrastructure Module Configure Integrate Platforms M odel Utility Solution Insurance Solution Retail Solution Telecom Solution General Field Service Solution

24 Best Practice S/D Group RIGHT SD The Right Scheduling/Dispatch Group RIGHT PLANNING PROCESS Managing the Right Planning Process

25 R.I.G.H.T. S.D. focus on these characteristics of a bestpractice scheduling and dispatch group Resources Interaction Goals Hub Training Scope Density

26 RIGHT PLANNING PROCESS Strategic Plan Tactical Plan Schedule Manage Changes

27 Thank You