www.ifsworld.com/scheduling always optimizing

www.ifsworld.com/scheduling always optimizing

www.ifsworld.com/scheduling

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

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

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

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.

INDUSTRIAL EQUIPMENT SMALL FIELD-BASED WORKFORCE Before With 360 Dispatchers 5 1 Technicians 87 74 Jobs / day 2.92 4.03 7 SUCCESS STORIES

IT SERVICE PROVISION MEDIUM SIZED: ~300 TECHS Before With 360 SLA hit rate 82% 99% Travel time - 15.2% Same day response 35% 58% Avg. time of last call 1.30pm 3.00pm 8 SUCCESS STORIES

INTERNATIONAL TELCO OPERATOR LARGE ENTERPRISE THOUSANDS OF RESOURCES Before With 360 Calls in SLA 48% 87% Tech Utilization 61% 78% Dispatch Centres 95 8 9 SUCCESS STORIES

DIFFERENTIATE YOUR SERVICE 2100 4 hrs 8 hrs 2000 1900 1800 1700 1600 1500 1400 1300 1200 1100 1000 900 800 700 600 500 400 300 27 hrs 200 100 0 0 3 6 Working Hours 9 12 15 18

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% 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28

PLAN UNDERSTAND THE SHAPE OF YOUR SERVICE BUSINESS

EXECUTE DELIVER STRATEGIC GOALS

RESOURCE SCHEDULE PLANNING 10 Capacity: 30 10 10

RESOURCE PLANNING 15 7 8

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

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

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

VISIBILITY & EXCEPTION MANAGEMENT

MAP BOARD GPS ENABLED TURN BY TURN CAPABLE 22

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

ACCURATE DRIVE TIME CALCULATION

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

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

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.

CUSTOMERS always optimizing

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

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

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 31 2011 IFS

DAVID BOCHENSKI VP BUSINESS DEVELOPMENT, IFS 360 SCHEDULING E: David.Bochenski@ifsworld.com T: +44(0) 115 9061 263 M: +44(0) 776 9584194 Skype: davidbochenski CONTACT DETAILS

www.ifsworld.com/scheduling 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. 2011 IFS