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

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number one in each direction

IT

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Jan Bára jan.bara@deltax.cz

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number one in each direction IT3

Agenda

Introduction to WFM

Case Study

Business Case

Solution Concept

Summary

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number one in each direction

IT3

Businesses today I/II

meeting the market expectations (provide customers with better products/services, more comfort, ... )

saving the expenses (continuous cutting of the operations budgets, produce more with less people & assets

Issue:

Continuous searching of the

Balance

between:

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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

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Complex approach

Centralized or smaller companies

⇒

ERP systems (process modelling,

workflow mapping)

Bigger de-centralized companies with

distributed workers /work units

⇒

WFM:

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Workforce Management

System Generally

Sources&Area Management

maps all company mobile

sources (internal, external)

maps sources’ key

features (skills, assigned area, equipment)

registers sources’

attendance

allows flexible

source-area-task configuration input – all tasks to be done

service delivery tasks service recovery tasks planned regular tasks

Planning Engine

basic planning

optimization algorithms

W F M

output – plannned work

own plan for every source optimized from pespective of

tems to fullfill promises given costs

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What is P@W?

Vision / Mission (Possible):

The right person is

at the right time

in the right place

with the right information

to reach maximal efficiency.

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Without optimisation …

1 2 Failure Failure Costs Efficiency

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...and after P@W implementation

2

Costs

P@W

1

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Overall picture

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

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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

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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, ...

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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

40 400 5000

40 1500

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Case Study IV/IV

Summary

Mobile solution

PDA / GPRS

significant savings on dispatcher’s routines

enables continuous synchronization

reality-system – the way to further optimization

Project awarded by the CACIO association

as the IT Project of 2005

For achieving distinctive economic effects and improving

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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

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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)

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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

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The P@W Concept –

Modules III/III

P@W

On-line scheduling Scheduling module Automatic scheduling

Simulation states and parameters Automatic optimalisation of configuration Task decomposition Real logistic Virtual storage Overview Source schedule (geography/time) Collisions Task Management Source (Technics/Groups/ companies/regions) Specialisations/ expertises Fleet management (cars) Algorithm configuration

Tactic and strategic controlling Reporting Efficiency Economy Users management vs. workplace/ regions Task (set) Dynamic navigation Mobile units Attendance Automatic permanent