Utilizing Fleet Efficiency Metrics to Identify and Codify Best Practices that Reduce Costs and Carbon Emissions:
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1 Utilizing Fleet Efficiency Metrics to Identify and Codify Best Practices that Reduce Costs and Carbon Emissions: A Time Warner Cable Success Story Andrea Thomas Sr. Sustainability Strategist Coppervale Enterprises, Inc. Jack Sheehan Sr. Manager Tech Ops Time Warner Cable
2 TWC Fleet Efficiency Since 2010, TWC has recognized significant savings by utilizing GPS to reduce vehicle idle time across the Enterprise, despite increasing its fleet by over a thousand vehicles. 1.6M Gal Saved $5.7M Saved 15.6K Tons Saved But, they wanted to do even better!
3 Moving Beyond Anti-Idling Establish Fuel Consumption Baseline Quantify Fuel, Cost and Emissions Savings Opportunities Develop Key Efficiency Metrics Compare and Rank Area Fleets
4 Enterprise Fleet Study Results Truck Roll Operational Efficiency Reduce unnecessary repeat service truck rolls by bringing Area Service TR/SUB Metrics back to the company average Save 326,000 Truck Rolls Save $18 Million in labor & vehicle costs Improve service quality & reputation
5 Enterprise Fleet Study Results Vehicle Fuel Energy Efficiency Reduce total fuel consumed per truck roll by bringing Area Service Fuel GAL/TR Metrics back to the expected Area averages based on density Save 3.7 Million gallons (gas + diesel) Save $14 Million in fuel costs Save 33,800 Metric Tons of carbon
6 Fleet Best Practice Analysis Qualitative Research to Identify Smarter Solutions Facilitate Interviews Document Best Practices Socialize Across Enterprise Fleet Managers Tech Ops Customer Care Engineering Human behavior Decision-making Use of Technology Training New policies Process Improvements
7 Truck Roll Efficiency Best Practices Optimized Procedures Standard processes for CSRs & Technicians to reduce unnecessary service and repeat truck rolls. Efficient Technologies Call Center & Technical Operations systems to prevent service truck rolls for known issues and to optimize routing. Metrics, Incentives & Training Programs to aid CSR & Technician performance in scheduling and handling service truck rolls. Leadership & Communications Call Center & Technical Operations Management processes to reduce unnecessary service and repeat truck rolls.
8 Truck Roll Efficiency Best Practices Optimized Procedures Trigger System Outages Trouble Call Pre-Call & Cancellation Policy Customer Self Help & CSR Troubleshooting Standard QC Checklist for Techs
9 Truck Roll Efficiency Best Practices Metrics, Incentives & Training Standard Tools to Track Tech & CSR Metrics CSR Metrics Drive Bonus & Shift Bid Universal Tech Training
10 Truck Roll Efficiency Best Practices Efficient Technologies Workforce Management & GPS Systems Call Center Troubleshooting System Electronic Call Center Announcements Flux Report for Plant Maintenance
11 Truck Roll Efficiency Best Practices Leadership & Communications Standard for CSR Coaching Provide Tech Feedback on Work Orders to CSRs Review Repeat Trouble Call Reasons with Sups & Leads CSR Ride-Alongs & Tech Call Center Monitoring
12 Fuel Efficiency Best Practices Efficient Routing Optimize WFM solution and encourage superior communication between techs and dispatch Vehicle Right-sizing & Weight Maintenance Downsize engine class, maintain a civilized pool fleet, and adopt on-board equipment systems Training & Leadership Equip and encourage supervisors to follow-up on scorecards, reports and training resources for techs Idle Time Management Utilize reports and scorecards out of GPS to set and track goals for improvement while inspiring friendly, effective competition Alternative Fuels Incorporate DC-drive hybrid bucket trucks; consider costs and benefits of alternative fuel vehicles (AFVs) utilizing E85, CNG and electricity Vehicle Utilization & Preventative Maintenance Measure/monitor vehicle use and maintenance KPIs; implement big win solutions like tire replacement programs
13 Fuel Efficiency Best Practices Efficient Routing Run WFM Auto Router Throughout Day GPS Identifies Closest Tech Techs Start from Home Standard QC Checklist for Techs
14 Fuel Efficiency Best Practices Vehicle Right-sizing & Weight Management Replace Heavy Duty Vehicles with Fuel Efficient Alternatives Standard Vehicle Inventory & Interior Specifications (Drawers/Tackle Box Systems)
15 Fuel Efficiency Best Practices Training & Leadership Utilize GPS Sponsored Trainings for Updated Learning Supervisor Coaching for Techs to Reduce Vehicle Idle Incorporate Fuel Efficiency Tips, Good Driving Behavior and Alternate Fuel Education into New Hire Training
16 Fuel Efficiency Best Practices Idle Time Management GPS Reports Provide Idle Per Vehicle Idle Alerts to Supervisors Establish Idle Goals
17 Fuel Efficiency Best Practices Alternative Fuels Replace EOL Bucket Trucks with DC Drive Utilize E85 Ethanol Flex-Fuel Vehicles Consider Hybrid Battery Electric and CNG Vehicles with Positive Business Case
18 Fuel Efficiency Best Practices Vehicle Utilization & Preventative Maintenance Formal Vehicle Replacement Policy Rotate Vehicles Fleet Management Systems Monitor Vehicle Maintenance Tire Replacement Program
19 Encouraging Fleet Evolution Next Steps Socialize Best Practices Across TWC Enterprise Measure Performance Going Forward Integrate efficiency best practices through existing process improvement workflows Customer Care, Tech Ops, Fleet and Engineering to manage for best practices Update fuel baseline and efficiency metrics for 2012 Develop internal methods for quarterly reporting of fleet energy and efficiency data Measure and manage Area efficiency performance relative to 2012 baseline
20 Thank You Andrea Thomas Sr. Sustainability Strategist Coppervale Enterprises, Inc Jack Sheehan Sr. Manager Tech Ops Time Warner Cable (203)
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