For over a decade, Diabsolut has pioneered the consulting and professional services effort in Optimized WFM for the Field Services industry; opportunity to gain insight into WFM has grown along with our client relationships.
Several key WFM topics arose during our 2014 Client Advisory Conference (in Montreal, Canada). Executives asked: “After technical tuning, what’s next?”, “What is the root cause of our WFM system’s failure to provide optimal appointments and dispatch routes?”, and “How do we maximize the ongoing performance of our WFM solution?”
The answer is operational, as a business evolves its process changes; at WFM deployment, operational requirements are easy to overlook due to the impossibility of predicting the new solution’s day-to-day impact. Changes to workforce, customer base, products, and business strategy can slowly ‘un-tune’ the operational ‘fitness’ of the WFM solution over time; ensuring changes don’t undermined WFM system performance is critical.
Two critical factors in maintaining high WFM performance:
• Execution of regular Service Operations Reviews.
• Maintaining a team dedicated to the operational tuning of the Field Service WFM solution.
The most effective Field Service teams maintain:
• Proactive forecasting and planning, to ensure that the WFM system configuration and resources match anticipated workloads.
• Root cause analysis of all exceptions handling happening within the WFM system.
• Corrective action and process improvement steps, to make effective changes to service delivery and WFM process as often as they arise.
Low-Efficiency Service Performance Lifecycle
TIP: Without a team dedicated to maintaining WFM system performance ‘exceptions’ within the system can escalate quickly, as the root cause continues unresolved. Whenever a rule is allowed to be broken the exception creates a domino effect throughout the optimization of the entire schedule. Each exception can be considered ‘a work-around,’ which leads to the return of inefficient manual scheduling processes.
High-Efficiency Service Performance Lifecycle
Considering the impact that your WFM system can have on the cost of your Field Service labor, investing additional funds into annual Service Operations Reviews, and establishing a dedicated team to fine tune your service delivery software will protect and enhance your original WFM investment.
An example of these savings in practice: Employing one skilled resource to monitor scheduling quality and system configuration can prevent enough exception handling effort to save on multiple headcounts in the dispatch center.
About the Author
Scott Taylor is the Director of Field Service Consulting at Diabsolut Inc. He has 10+ years of general contractor and field management experience, as well as 8 years of corporate leadership specific to field service and installation. He has contributed to industry recognized projects for Gartner, JD Power, ClickSoftware and more.