One of the major steps toward improving your service delivery process is gaining visibility of the daily field operations.The step after that (the one that makes the financial difference) is being able to smartly act upon this information in real time.
I recently had the privilege to witness the value of VISIBILITY up close, while implementing a hosted solution at a large Utility company in the U.S.
I recently had the privilege to witness the value of VISIBILITY up close, while implementing a hosted solution at a large Utility company in the U.S.
You would not believe what a difference an LCD monitor with live scheduling information can make to a dispatch center. 
During the first morning of implementation, the LCD screen was switched on and people were watching the news and weather updates.
During the first morning of implementation, the LCD screen was switched on and people were watching the news and weather updates.
During the course of the day, the channel was switched and the screen showed the ClickSchedule Client. At first nobody other than the dispatchers understood what they were looking at.
The screen started to attract more attention and supervisors began to ask if they could see his/her team’s current location.
This prompted a chain of events as the supervisors started to pick up the phone and fire out instructions in order to make the day more efficient.
The screen started to attract more attention and supervisors began to ask if they could see his/her team’s current location.
This prompted a chain of events as the supervisors started to pick up the phone and fire out instructions in order to make the day more efficient.
One of the dispatchers said "Hey, this is unbelievable! If I want to know if one of the jobs is in danger of missing the commitment date, all I have to do is look up at that monitor and see if I have a jeopardy alert highlighted in Red".
The crews coming back at the end of the day (15:30) could view how many jobs they had completed and how many were left incomplete. The visibility to the other crews performance prompted a completion rate race to see who would complete more jobs.
How incredible is that benefit for the price of one LCD monitor?
Author: Uri Pintov
3 comments:
The LCD proved to be even more valuable when top level executives were brought in to try and understand the value of our solution. They could immediately see they were gaining access to real time information that would allow them to make better informed decisions and manage their crews and workloads more effectively. This along with the feedback of the folks using our software (planners, schedulers, dispatchers and linemen) was a key factor for the organizations decision to provide funding for this initiative. While we are still in a competitive situation here, all this hard work, along with them using our solution to gain support for the funding of this intitaive have us sitting in a very nice position going forward.
I can second the effects of this LCD monitor, in addition to all the other comments, this monitor was allowing for the employees to champion the automated scheduling tool, in a way, selling it to the others who were not interested in scraping the manual whiteboard process.
I can second the effects of this LCD monitor, in addition to all the other comments, this monitor was allowing for the employees to champion the automated scheduling tool, in a way, selling it to the others who were not interested in scraping the manual whiteboard process.
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