IT 3. Mobile Workforce Management. Jan Bára number one in each direction

Transcription

1 in each direction Mobile Workforce Management Jan Bára

2 Agenda Introduction to WFM Case Study Business Case Solution Concept Summary

3 Businesses today I/II Issue: Continuous searching of the Balance between: meeting the market expectations (provide customers with better products/services, more comfort,... ) and saving the expenses (continuous cutting of the operations budgets, produce more with less people & assets

4 Businesses today II/II These two factors (meeting the market expectations and saving the expenses): act in contradiction and in the sametime are tightly connected the only way how to handle one of them, is to take care about both strong need of the complex approach

5 Complex approach Centralized or smaller companies ERP systems (process modelling, workflow mapping) Bigger de-centralized companies with distributed workers /work units WFM: Workforce Management System

6 Workforce Management System Generally input all tasks to be done service delivery tasks service recovery tasks planned regular tasks output plannned work own plan for every source optimized from pespective of tems to fullfill promises given costs W F M Sources&Area Management maps all company mobile sources (internal, external) maps sources key features (skills, assigned area, equipment) registers sources attendance allows flexible sourcearea-task configuration Planning Engine basic planning optimization algorithms

7 What is Vision / Mission (Possible): The right person is at the right time in the right place with the right information to reach maximal efficiency.

8 Without optimisation 2 1 Efficiency Failure Failure Costs

9 ...and after implementation 1 2 Efficiency Costs

10 Overall picture Neighbouring systems Planning maintenance Construction Call Centrum PM MM HR event failure Automatic failure detection event Dispatching GUI TIS DMS GIS

11 Case Study I/IV JEF (Unified Queue) Mobile Workforce Management System for Telefónica O2 Czech Republic, a.s. major telco operator 2,8 mil fixed lines; 4,8 mobile customers 0,43 mil. broadband internet clients The complete Mobile Workforce Management System Automatic optimised scheduling and collision solving Direct integration with seven neighbouring systems (source of work requirements) Indirect integration with approx. 20 systems In operation in 2001 (after approx. 12 months of analysis and development

12 Case Study II/IV Situation prior to system deployment: Human resources Number of dispatchers: 400 Number of technicians: 5000 (number of mobile units: 3500) Deadline scheduling in days Limited ways to control the operations (capacity, personnel&assets costs, reaction to the market /seasonal demands); Impossibility of identifying material flows of individual orders (repairs, warehouse stock...); Non-standard processes and procedures, regional differencies,...

13 Case Study III/IV Situation after system deployment: Human resources Number of dispatchers: 40 (a 90% decrease) Number of technicians: 1500 (a 70% decrease) Deadline scheduling in minutes Direct benefit of the optimization of technicians transport: saving of more than 30% kilometers run, plus related time Material flow planning (warehouse stock minimised) Start from home, virtual mobile warehouse The optimization of processes and procedures resulted in 30% reduction of work execution time Very significant OPEX savings Savings

14 Case Study IV/IV Summary Mobile solution PDA / GPRS significant savings on dispatcher s routines enables continuous synchronization realitysystem the way to further optimization Project awarded by the CACIO association as the IT Project of 2005 For achieving distinctive economic effects and improving the quality of services for customers.

15 Business Case Improve customer satisfaction their loyalty Speed up the production activities Guaranteed response time Operating costs reduction Standardise and automate work procedures and processes Maximise sources usage Optimise logistics, processes and material flow Increase work efficiency Increase company competitiveness in the market Increase company profitability

16 Overview of work order handling Unified interface for technicians using mobile equipment while in the field Update and takeover of a part" from the up-to-date schedule - synchronization Accepted workorders are blocked for the source (technician) The rest of the schedule is continuously & automatically optimised Possibility of sending messages to mobile equipment (SMS) in the event of urgent synchronization needs (typically urgent failure)

17 Work order processing Inform and acceptance (refusal) Dynamic navigation Confirmation of realization phase start Online viewing of technical documentation and maps Alternative processing (implementation interruption) Another type of failure Shortage of material Insufficient specialisation, qualification

18 The Concept Modules III/III Task decomposition Virtual storage Management Task (set) Source (Technics/Groups/ companies/regions) Specialisations/ expertises Fleet management (cars) Users management vs. workplace/ regions Scheduling module On-line scheduling Automatic scheduling Algorithm configuration Simulation states and parameters Automatic permanent scheduling Automatic optimalisation of configuration Tactic and strategic controlling Overview Source schedule (geography/time) Collisions Task Reporting Efficiency Economy Mobile units Off-line client GIS/TIS/DMS Attendance Dynamic navigation Real logistic

19 The Architecture I/II The user interface implemented as a three-layer architecture in J2EE The application logic is entirely J2EE The scheduling module is located on an independent computer farm. J2SE (without the need of licenses of third parties except for the OS) The mobile client is a combination of built-in web browser and thick client + navigation module

20 The Concept Architecture II/II

21 The work resource time schedule

22 The resource time schedule

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24 Why has no match A MWFM solution is unique in Europe based on the knowledge of business-related issues Exploitation of new and verified technologies and trends Always a step ahead of competition

25 Thank you for your attention