Effective Job Management for Field Service

Keith Greeno – Asyma Solutions Ltd

Agenda • Project Service management overview

• Project Service Management Processes

• Service Management – Review – Jobs

– Employees

– Equipment

– Advanced scheduling

– Agreements

– Mobile Solutions • VM Mobile

• Employee Portal

• Customer Portal

• Is it right for you?

• Questions

Project scope triangle Scope – what needs to get done

Cost Time

Quality

Project business processes

• “To efficiently manage Service projects on a consistent basis you must develop good business processes for all stages of the project”

• “Amateurs practice until they get it right. Professionals practice until they can’t get it wrong.”

Major functions include

Jobs Equipment Agreements

Return

Authorizations Faults Query Tools Online

Solutions

Employees

Jobs • Job types include

– Current jobs (sales can be invoiced)

– Recurring jobs

– Historic jobs

• Job status and priority levels

• Multi-level structure (includes Projects)

• Provides complete financial information – Estimate, Actual and variance

– Work in progress

• Powerful notation/reporting functions

Jobs

• Jobs can be easily created from – Quotations

– Templates

– Other jobs

• Transactions include – Labor allocation

– Inventory issues

– Purchase requisitions

– Sub-contractors

– Standard charges

– Burden and overhead

allocation

Jobs – Create Easily

Jobs – Document Entry

• Track employees & related information – Loading %

– Cost and billing rates

– Skills recorded

– Linked to work group(s)

– Commissions tracked

– Work history retained

– Performance reporting

– Billable and non billable

time

Employees

Employees

Employees – Time Processing

Employees – Time Entry

• Track equipment & related information

– Internal Equipment (Owned/Rented)

– Customer Equipment

• Models

• Meters

• Maintenance schedules

• Faults, agreements and jobs

• Management information

Equipment

Equipment

Equipment - Setup

• Maintenance schedules – Multiple schedules per

equipment

– Based on metered conditions

– Based on general conditions

– Mandatory or optional

– Create job or invoice

– Automated activation

– Uses templates

– Checklists on jobs

– Instructions on jobs

Equipment - Maintenance

– Full task and activity based preventative

maintenance • Frequency or schedule based

• Conditional, triggered by dates, meter reads, etc.

• Interval based

• Predictive maintenance triggers

– Task activities • Check procedure

• Numeric measurement

• Text input

• Question

– Site and model/equipment maintenance

Equipment – Maintenance Setup

• Calendar Style (Linking to Outlook) – Employees

– Internal equipment/Rentals

– Subcontractors

• Multiple Views – Calendar

– Resources

– Gantt Chart

Advanced Scheduling

Employees, Equipment, Rentals, Subcontractors

Scheduling - Calendar

Resource Summary

Advanced Scheduling

Gantt View

Advanced Scheduling

Find, Reserve and Book Resources Advanced Scheduling

Advanced Scheduling Mapping & Routing

• Agreement types include – Meter agreements

– Warranty agreements

– Site agreements

• Multiple agreements per customer

• Multiple sites per agreement

• Multiple equipment per site

• Covers labor, parts, contractors and other

• Integral to Job Manager and Equipment Manager

Agreements

Agreements - Customers

• Common agreement

functions – Agreement status

– Period of cover

– Review date

– Cover % (labor, items, …)

– Warnings (% of revenue)

– Points allocation/usage

– Notations

– User defined fields

Agreements - Customers

• Manage return

authorizations – Customer RAs

– Vendor RAs

– User defined status

– Multiple equipment

per RA

– Job or non job based

– Print custom forms

– History tracked

Return Authorizations

Return Authorizations

• Knowledge accumulation

• Quick access to information

• Linked to models

• Easy fault search

• Updated from jobs

• Link to solutions

Faults

Faults tracking

Mobile Solutions

• Our Offline solution

• Requires a central Windows

Server component installed

• Runs on Windows notebooks

and tablets

VM Mobile Solutions

VM Mobile Solutions • My Jobs - interface allows employees to search for jobs to

which they have been assigned

• Grid view - Job information is loaded from the server if online, or from local data if offline

• List view - Color coded job list (optional) by job priority & status (Red, Blue, Green)

• Job Tree view - used to gain an overview of a job

• Signature – Allows customer signs off on a job

• Open Tasks - show which jobs have Tasks that is still not complete.

VM Mobile Solutions

• Use web browser or SageCRM

– Access your Service Manager database – Field engineers and general staff can

• view and edit their jobs • On a touch screen accept customer signature • create new jobs or quotes • add notations and maintain custom fields • view equipment or site history • check warranty • search on serial numbers • read reports • complete jobs (Sign Offs) • raise invoices • print quotes, job cards/work orders

Employee Web Portal

Employee Web Portal

Employee Web Portal - CRM Integration

• Customers can

– Log job requests – Follow status of job requests through to completion – Check their site and equipment information and history – Check billing history – Check agreement/contract information – Check preventative maintenance schedules, tasks and activities – Perform equipment, model and site searches

Customer Web Portal

Employee/Customer Web Portal - Tablet

Is it Right for You?

• Quantify the costs of each pain point

– What is the cost if the problem is NOT solved?

– What are the cost implications with not having process controls in place?

– What are the potential benefits with enhanced processes and information

• It Depends

– Must determine return on investment (ROI).

Keys to Success

• Align Service management software with the business or organization strategy!!

– Senior management buy in and commitment

– Company needs to plan, set goals and provide appropriate feedback

– Companies must understand the impact of organizational culture

Questions? We believe that people deserve systems that work

At Asyma Solutions Ltd. we believe in using technology and management best

practices as effectively as possible to make your business and organization succeed. We help companies by providing innovative and sound proactive professional

advice, products and services to enhance the financial well-being of your organization.

We believe in win-win relationships. If the benefit cannot be shown to outweigh the cost we do not proceed.

#1520-36th Street North #200 10520-178th Street #1309 151 Country Village Rd NE

Lethbridge AB T1H 5H8 Edmonton AB T5S 2J1 Calgary AB T3K 5X5

Phone 403-328-8188 Phone 780-448-9895 Phone 403-807-8985

Fax 403-381-8057 Fax 780-447-4960

Toll free 1-877-448-9895