Maximize Scheduling Effectiveness

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Maximize Scheduling

Effectiveness

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Introduction

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Looking at Forecasting and Scheduling

–

Truth Based Scheduling

–

Forecast your needs and react

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Truth Based Scheduling

Getting Real Information to Schedule

Work and Resources

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Standard Methodology for Scheduling

Work

•

Zones and Schedule Areas

•

Time Frames and Appointment Windows

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What Availability do we have

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What’s a job worth in terms of time?

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Converting Time to Points

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5 Minutes = 1 point (12 Points per Hour)

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A job that takes 1 hour is assigned 12 Points

–

Drive Time is Averaged for the Purpose of

“Padding”

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An Average Drive Time of 15 Minutes = 3

Additional Points

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How is Availability Calculated?

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Using points to…

– Calculate the time available based on the Technicians working that day

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Total Technician Points are

loaded into a Quota

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The Problem with Points

•

Chasing Points

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Stretch Goals

–

Performance Goals

–

Over Booking for Cancellations

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Unintended Results

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Jobs are Rushed

–

Drivers are Speeding

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How This Information is Used to

Schedule Appointments

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Customer is given “first

available” time slot with

enough points to complete

the job

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No evaluation of what’s

already scheduled

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Time to Get the Job Done

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WFM Platform routes jobs

in scheduled time frames

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Optimizes Drive Time

– As the crow flies

– Turn by Turn

•

Optimization typically

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1 0 12 pm

Traditional Routing

Tech 1: Planned schedule Tech 1: Actual schedule Tech 2: Planned schedule Tech 2: Actual schedule 8 am 5 pm A B C D A B D E F G H I E F H

End of work day – job postponed 25% waste 45% waste Idle Idle

Tech late for job, location unknown Customer

not at home Job taking longer

than planned “_{Where is the} technician?” Customer called to cancel Job shorter than planned Idle Idle

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Truth Based Routing Changes

Everything!

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No Quota Buckets

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No Average Drive Time Inefficiencies

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Real time Appointment Calculations that

Deliver the Best Appointment Window for

your Customer

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Continually Optimized Routing Keeps Drive

Time to a Minimum

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Graded Appointment Slots

Mon Tues Wed Thurs Fri

8:00 – 10:00 8:00 – 10:00 8:00 – 10:00 8:00 – 10:00 8:00 – 10:00 10:00 – 12:00 10:00 – 12:00 10:00 – 12:00 10:00 – 12:00 10:00 – 12:00 1:00 – 3:00 1:00 – 3:00 1:00 – 3:00 1:00 – 3:00 1:00 – 3:00 3:00 – 5:00 3:00 – 5:00 3:00 – 5:00 3:00 – 5:00 3:00 – 5:00 20 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19

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14

Measured Value

0 5 10 15 20 25 30

Worst Slot

Best Slot 16 Minutes / Task

24.4 Minutes / Task

34%

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1 5 I M N N I J H G E I M F B AA B D E I M P F D C 8 am 5 pm Tech 1: Actual schedule Truth Based Schedule Tech 2: Actual schedule <5% waste 5-10% waste J K 12 pm K LL H H O B A D E F M J H I K L

Job taking longer than planned

All day window

Morning window Afternoon window Job shorter

than planned Customer called_{to cancel}

Customer not at home

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What’s in it for you?

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Improved optimization of Drive Time

–

Up to 25% improvement when you consider work

already in the field to suggest appointments to the

customer

•

Tighter route optimization

–

A 7% increase in resource utilization

•

Continuous Optimization

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ADDITIONAL TOOLS TO IMPROVE

YOUR OPERATIONS

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Forecasting your needs

You can’t get ahead of your

competition if you can’t get ahead

of yourself

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Proactive is always better than

Reactive

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Alignment

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Marketing Activity

–

Construction Active

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Seasonal Activity

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Planning

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Staffing appropriately

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Contract Labor Supplement

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Think Ahead

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Forecasting Tools

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Ability to Play “What If”

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Add Projected Capacity Needs

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Adjust Service Levels

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Adjust Time Frames

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Understand and React to Demand

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Adjust Schedules

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Add Contract Labor

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Budget Planning

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The effect of staffing when improving Service

Levels

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The effect of scheduling or area changes

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The effect of moving from 2 hour to 1 hour

time frames

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Providing same day service for certain types of

work

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The resources needed to complete long term

projects, on time and under budget

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Managing Complex Work

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Multi stage tasks (MST):

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ClickSchedule allows the creation of resource (e.g. field inspector)

and time dependencies between each subtask of a multi-stage task

through out-of-the-box functionality.

•

Multi day tasks (MDT):

•

ClickSchedule supports tasks that can be scheduled over one or

more active time periods, such as nights, weekends,

non-availability assignments or non-working days in an

inspector/auditor’s calendar.

•

Multi person tasks (MPT):

•

ClickSchedule provides functionality to automatically schedule tasks

that have a requirement for more than one resource.

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Multi Stage Tasks (MST)

•

ClickSchedule allows the creation of resource (e.g. field

inspector) and time dependencies between each subtask of a

multi-stage task through out-of-the-box functionality.

– The common types of Multi Stage Tasks are:

• Same Start: Task should start EXACTLY at the same minute as another task.

• Finish to Start: Task should start after another task finishes.

• Same Day: Task should start at the same DAY as another task.

• Same Resource: Task should be assigned to the same person as the related task.

– MST relation will always be between one task to another.

– There could be more than a single relation on a single task.

– ClickSoftware’s Optimization engine will consider the MST’s chain of related tasks before automatically assigning or optimizing the

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Multi-day Tasks (MDT)

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ClickSchedule supports tasks that can be scheduled over one or more non-active time periods, such as nights, weekends, availability assignments or non-working days in an inspector/auditor’s calendar.

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Bundled Tasks

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The Bundler Service

– The Bundler Service is responsible for collecting selected tasks and “replacing” them, for scheduling purposes only, by a collective parent task. The bundler is responsible for the full “lifecycle” (creating,

maintaining and deleting) and logic of these mega tasks. In this scope it is responsible for decision making process that selects a subset of tasks from a given domain and “decides” they can be represented by a parent.

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Mega Task

– A mega-task means a parent task which references (or “hosts”) a set of “child” tasks (constituent tasks). Mega-tasks are the processing result of the bundler, and actually, it can be claimed that the full life cycle of mega-tasks is maintained by the bundling module. The Mega Task can be transparent to the field resource, updates the individual tasks that make up the bundle.

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