In order for field service technicians to function as efficiently as possible, a good scheduling tool is necessary. Here are 4 important features a field service planning tool should have:
Easy to use
The (field) service planner wants to be able to work quickly and pleasantly. This is made easy with a graphical planning board. This shows at a glance which work orders are scheduled for when and to whom they have been assigned. And, of course, which work orders still need to be assigned. The service planner is helped even more when the view of the planning board can be modified and personalized. And when work orders can be easily assigned and modified using drag & drop.
Real-time connection with mechanics
A real-time connection between back office and mechanics means that the planner is always aware of where mechanics are and what they are doing. Vice versa, the mechanic always looks at the current planning and has up-to-date and correct information regarding work orders. For example, the service planner can see which technician is closest to a rush job and assign the rush job to him/her. Mechanics are notified of newly assigned work orders or changes in their planning and they see what the availability of items is.
Intelligent planning
Planning becomes easier when the planning tool takes a number of parameters into account.
Consider, for example:
- Preferred mechanic: Some customers like to have a familiar face visit them for service and maintenance work.
- Skills: Mechanics differ in knowledge, training and experience. When a work order requires certain specific skills, it is desirable that only the appropriate mechanics can be selected.
- Distance: Especially for urgent jobs, the distance of mechanics from the service location can be important. Perhaps you only want to be able to choose from mechanics within a certain distance.
Automated information
Today, much is possible in terms of automating information flows. For example, the location of a service object can be shared with the back office. Or when an object gives an alarm or fault code, the system may be able to directly select the corresponding job code and generate the work order. More and more machine and plant manufacturers are able to remotely read information from objects. This allows them to remotely intervene, take preventive measures or issue instructions.
Arend Jan Boersma is Senior Consultant at Dysel and specializes in optimizing and automating (field) service processes.
