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Oracle Real-Time Scheduler Overview

Oracle Real-Time Scheduler Overview. Michael Paulette Director, Workforce Scheduling Solutions. Provides a Real-Time Dynamic Scheduling Solution to companies, enabling them to Optimize Deployment of their Skilled Mobile Resources with enhanced Control and Visibility of these assets. 20 %.

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Oracle Real-Time Scheduler Overview

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  1. Oracle Real-Time Scheduler Overview Michael Paulette Director, Workforce Scheduling Solutions

  2. Provides aReal-Time Dynamic Scheduling Solutionto companies, enabling them to Optimize Deploymentof theirSkilled Mobile Resources with enhanced Control andVisibility of these assets

  3. 20% Implemented in all continents - improving dispatching on all industries Average return in operation costs using advanced Real-Time scheduling Leverages Oracle technology stack and integrates to other Oracle or third party applications Increases customer satisfaction and visibility in the dispatching process +O

  4. Asset Intensive Projects& Services Mfg &Distribution Consumer Goods JDE Industries – Same as ORS JD Edwards ORS Admiral

  5. ORS Application Suite Dispatch Appoint ORS Engine Analyze Predict

  6. Business Services – Process Overview Profitability Metrics 4 Develop Business Plan & Service Strategy 3 Renewal Recommendation Review Business Performance Customer Prevent Revenue Leakage 5 Provide Quote Service Market & Sell Services Remote Monitoring 1 2 Customer Service Deliver On-site Services

  7. Business Services – Appointment Management Profitability Metrics 4 Develop Business Plan & Service Strategy 3 Renewal Recommendation Review Business Performance Customer Prevent Revenue Leakage 5 Provide Quote Service Services costs can be greatly reduced by incorporating scheduling earlier in your business process. Market & Sell Services Remote Monitoring 1 2 Customer Service Deliver On-site Services

  8. Appointment Booking Available Time Windows (9:30 am) Monday Tuesday Wednesday (12:00 pm) Thursday Friday 9:00 am 11:00 am (5:00 pm) 3:00 pm Others ORS (2:30 pm) 1:00 pm • ORS will consider street-level routing at the time of appointment • Ensuring the most accurate schedule meeting the customer’s expectations • Many companies claim street level routing • However, most scheduled based on straight line routing at the time of appointment booking • Only to street level route during a later step in the process • What happens in this case? 14-16 12-14 12-14 14-16 12-14 10-12 12-14 12-14 10-12 14-16 08-10 08-10 08-10 08-10 14-16 00-12 14-16 08-10 10-12 10-12

  9. Appointment Booking – JD Edwards Available Time Windows Monday Tuesday Wednesday Thursday Friday JD Edwards ORS ORS Mobile • Customer Calls into Call Center • New Request is created • Customer requests dates/times for appointment • Appointments Slots are presented from ORS within Call Center • Appointment is scheduled to the Captain 14-16 12-14 12-14 14-16 12-14 10-12 12-14 12-14 14-16 10-12 08-10 08-10 08-10 00-12 08-10 14-16 14-16 08-10 10-12 10-12

  10. Business Services – Dispatch Management Profitability Metrics The key to any service organization is having the ability to manage scheduling in real-time allowing mobile technicians to be the most efficient. 4 Develop Business Plan & Service Strategy 3 Renewal Recommendation Review Business Performance Customer Prevent Revenue Leakage 5 Provide Quote Service Market & Sell Services Remote Monitoring 1 2 Customer Service Deliver On-site Services

  11. Dispatching Interface Map Resources Activities KPIs • Real-Time GPS Tracking • Streetlevelroutedisplay • Pendingworkdisplay • Geographicareadisplay • Resources are displayed • System considers Availability, Skills, Starting Locations, etc. • Systemautomaticallyassignsworktotheresources • User has theabilitytomanuallydrag and dropworkorders • Highlightsactivtydetails, such as emergencyworkorders • Alertsforemergencies, appointmentsrunning late, etc. • Configurable

  12. Mobile Platform GPS and Map DeviceAgnostic Offline • Runsonmostplatformsincludingsmartphones and ruggedizeddevices • Mayexecute and complete work offline. Syncs back to base whengetssignal. • May capture content as pictures, barcodesorsignatures • Mapping and GPS integratedfunctions • Can use devicemapsorget from server withcustomdrivingdirections Messaging • Text communicationbetween driver and dispatcher - reduce theneedforvoice

  13. Business Services – Business Intelligence Profitability Metrics 4 Develop Business Plan & Service Strategy 3 Renewal Recommendation Review Business Performance Customer Prevent Revenue Leakage Businesses today need to mine and report on their service data in order to see trends and roll this data back into their business strategy planning. 5 Provide Quote Service Market & Sell Services Remote Monitoring 1 2 Customer Service Deliver On-site Services

  14. Workforce Analytics WorkforceProductivity WorkforceEfficiency SLA Compliance • How the work is being done in the field • Do we have the appropriate people and equipment assigned to the work? • Measure the first time completion rate • Track activities requiring multiple attempts • Monitor the amount of overtime worked • Can we do more work with the same number of resources? • Measure the utilization rate • Determine where technicians /drivers are spending their time • Track the task completion rate and work backlog • Monitor travel, both travel distance and travel duration • Ability for the field service organization to meet expectations • Are we satisfying customer requests for specific appointments? • Track missed appointments, by technician or location • Assess appointment window timeframes • Match schedules to preferred appointment days and times

  15. User Productivity Kit Functional Project Team • Capabilities • UPK is an end user training, process documentation and productivity tool • Use it as part of implementation to speed up ROI and increase end user adoption • Leverage immediate application content which mirrors the application • Can be customized to your processes or used out of the box • Realize substantial time and resource savings Line of Business Users Technical Project Team UPK aligns all teams with the same head-start on the application 17

  16. Traditional Documentation vs. Pre-Built UPK Content 18

  17. Enterprise Management Pack Adaptors • Centralized management for all infrastructure (including non-Oracle components) • Consolidated management • Consolidated plans across technologies • Task Automation • Scheduling of tasks and jobs • Enhanced integrated monitoring/management • Automated alerting for issues • Incident Management • Reduction of TCO across all technologies • Support links, including kbase Status ofcomponents Common Functions BasicPerformance andavailability EnvironmentInformation JobActivities EnvironmentIncidents

  18. Business Services – Predictive Analysis Profitability Metrics 4 Develop Business Plan & Service Strategy 3 Renewal Recommendation Review Business Performance Customer Prevent Revenue Leakage Big Data can now be leveraged to start to predict service metrics from internal and external sources and take action 5 Provide Quote Service Market & Sell Services Remote Monitoring 1 2 Customer Service Deliver On-site Services

  19. Predictive and Prescriptive Analytics • Reports • KPI Dashboards • Ad-hoc Queries • Preventative Action • What-If Scenarios • Forecasting Flexibility Important Dataraker Prescriptive Diagnostic Predictive Descriptive Stability and Structure Important Past (Reactive) Future (Proactive) Time t = 0

  20. Predictive Analytics for the Entire Enterprise Any Data Source Flexible Data Model With Preconfigured Apps Actionable Insights Powerful Technology. Practical Approach. Real Results. Customer Service & Engagement Scheduling Efficiency & Performance • INCREASE • Operational • Efficiency Van, Delivery Optimization • Sample Outputs • Equipment Malfunctions • Service Performance Targets • Predictive Failure Events • Billing Issues • Maintenance Prioritization • Capacity Coverage Issues • 100s more Network, Equipment Failures Equipment Data IMPROVE Customer Engagement Asset Optimization and Condition Monitoring Service Area PREVENT Equipment Issues …all other data sources Customer Attributes NetworkData IMPLEMENT Preventative Maintenance Strategies PREBUILT APPS DYNAMIC DATA MODEL OPERATIONAL INTEGRATION Weather Data

  21. ORS Application Suite Dispatch Appoint ORS Engine Analyze Predict

  22. Calor Gas ““ORS has enabled us to improve our planned on time delivery performance to 99%. When we accept orders from our customers we now have the ability to deliver to a shorter customer window, on time and in full .” Martin Lord Head of Operations • Challenges • The company was formed in 1935, and is one of the UK's largest suppliers of Liquefied petroleum gas (LPG ) • It is currently servicing around 4 million homes and businesses • Provides direct delivery and depot services • The company predominantly supplies LPG to homes in rural areas where there is no mains natural gas supply. • In the United Kingdom, Calor is part of the SHV Gas Group, a private Dutch company. • Lacked enterprise visibility needed to optimize field workforce productivity and reduce the cost and time to serve customers.

  23. Eastern Propane “We saw benefit the day we turned ORS on.   We had too many trucks on the road with only one or  two stops. We are reducing miles driven and fuel costs. Our improved visibility means we can reassign drivers to other tasks for an entire week.” Paul Daniels VP Operations • Challenges • One of the largest privately-owned propane marketers in the United States • More than 15,000 residential, commercial, and industrial customers • Provides direct delivery and depot services for propane • Retail and delivery outlet for high efficiency central heating systems, gas grills, barbecue cylinders, heaters, gas fireplaces, and other propane-related items. • Lacked enterprise visibility needed to optimize field workforce productivity and reduce the cost and time to serve customers.

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