ces managers meeting may 26, 2010. meeting objective discuss tools and management actions to foster...
TRANSCRIPT
CES Managers Meeting
May 26, 2010
Meeting Objective
Discuss tools and management actions to foster process compliance, increase productivity, improve service perception and exceed customer satisfaction requirements.
Agenda
• Overview• Customer Satisfaction• Field Process Improvement Opportunities• Continuations• Edison Operations Improvements
– Help Desk– Parts– Dispatch
• New Business
Current Environment
• Retail Industry Reevaluating Photo
• Equipment sales are very low except for WalMart
• Service is core for Fujifilm
• Customer Satisfaction is an issue
• New Business is promising
Customer Satisfaction
• Customer’s Perception is a Decline in Service Levels (Walgreens/Sams)– Lack of Urgency– Minimal Management Involvement– Effective Tech Communication While On-site
• Speak to appropriate person• Verify problem/fix
– Escalation of Extended Outages– Help Desk Attitude
Action Plan
• Work closer together as a Team• Understand which process need to
be addressed• Improve productivity• Utilize tools that are available• Make parts a priority• IMPROVE CUSTOMER SATISFACTION
Process Improvement Opportunities
• Tech Start Time– Beginning of Process
• Multiple Log-ins• Accurate Service Activity Reporting
– Arrival at Location– Call Duration
• System & Admin issues brought forward that are being addressed– Parts– Help Desk– Dispatch
Technician Start Time• Need to have full compliance on confirmation of service
status. The following phone actions are necessary for efficient dispatching:
– Clock In– ON Site– Complete
• Recent Tools Implemented to Foster Compliance:– Status Confirmation Messages to Technician– Technician Log in Exception Report
• Soon to Come:– Message if Tech does not confirm completion within 30 minutes of
expected time – Message if Tech does not Arrive within 30 Minutes of ETA
• Suggestion for Discussion:– Make start time 1 hour earlier than ETA
Technician Log In Time
Late Log-In
0
10
20
30
40
50
60
12th
14th
16th
18th
20th
22nd 24th
26th
28th
30th 1s
t3r
d5t
h7t
h9t
h11
th
Jan 12 - Feb 11
Apr 12 - May 11
Not Logged in
0
10
20
30
40
50
60
12th
14th
16th
18th
20th
22nd 24th
26th
28th
30th 1s
t3r
d5t
h7t
h9t
h11
th
Jan 12 - Feb 11
Apr 12 - May 11
Multiple Log-In
• ActSoft Application must be active during work hours.– Training Issue (Dead Zones)– Ease of Exiting Application with Flip Phone
• Recent Tool Implemented to Foster Compliance:– ActSoft # of Starts Report– Significant Improvement Since February
• Suggestion for Discussion:– All Techs convert to Blackberry?
Multiple Starts Report5/1/2010 - 5/12/2010
Number of Starts > 3ActGrp Name Date # Starts
110 CES-DCARSON 5/3/2010 5110 CES-DCARSON 5/5/2010 5110 CES-KDIETSCH 5/5/2010 4110 CES-LMORGAN 5/6/2010 4120 CES-AGRABER 5/4/2010 4120 CES-AGRABER 5/5/2010 5120 CES-AGRABER 5/8/2010 5120 CES-AGRABER 5/12/2010 5130 CES-CWILLIAMS 5/12/2010 5130 CES-UPRICHETT 5/4/2010 4130 CES-ZTHESSEN 5/10/2010 4210 AK-22055 5/1/2010 6210 AK-22055 5/3/2010 4210 AK-22055 5/5/2010 4210 AK-22055 5/6/2010 4210 AK-22055 5/8/2010 10210 AK-22055 5/11/2010 5210 AK-22055 5/12/2010 5210 CES-RBAHENA 5/3/2010 9210 CES-RBAHENA 5/5/2010 5210 CES-RBAHENA 5/10/2010 4220 BT-22001 5/3/2010 5310 CES-MSWOFFORD5/12/2010 4330 CES-APARKER 5/4/2010 4330 CES-RNICHOL 5/12/2010 4350 BB-21992 5/8/2010 4370 CES-POWEN 5/5/2010 4
Actsoft Multiple Starts TrendMultiple Starts
0
2
4
6
8
10
12
14
16
1 2 3 4 5 6 7 8 9 10 11 12
Feb
May
Tech Activity Completion
• May 11 – 25:– 4349 Total Activities
• 1862 Completed on Phone• 2487 not Completed on Phone
57% Phone not Used to Complete Activity
Accurate Service Activity Reporting
• Need Management support to ensure accurate reporting of service activity. Astea data is the official Record of Service for:– Customer Reports– SLA Achievement– Service Duration Estimate– Future Service Contract Pricing
• Recent Tools Implemented to Foster Compliance– Distance from Site Report– Phone Usage Report– Breadcrumb Tracking– Overlapping Data Report– Confirmation Messages for Log-in, Enroute, On-Site– Service Activity Analysis Report
Overlapping Data Report
Phone Usage Report
Most of the data in the following examples was derived from this
report.
Phone Usage Report
• Date range for activity actual date
• Filter for Action Group of activity
• SA for activity • Distance of the phone’s
key press of On-Site or Complete to the site address (defaults to 0)
• Max ETA to show on report (Defaulted to 23:59
The phone usage report looks at all service activities for Actsoft users for the following parameters.
Phone Usage ReportTree View
• The report is grouped by Node and there is a tree view of the nodes that when expanded will show the servicers in that node who had service activities. Expanding the servicer will show each activity.
Phone Usage ReportTree View
• Expanding a tech and highlighting an activity in the tree will move the report to the page of the activity and will highlight the record
Phone Usage ReportFields Displayed
• Order #• Date (Actual date of the activity)• ETA (ETA time of the activity) If the eta is for a different day it will be in
RED. • Arrive Time (Reported from ML7) • Depart Time (reported from ML7) (Actual time)• ETA Diff ( minutes from the ETA time to the Arrive time) if ETA is a
different day or the arrive time is before the ETA it is forced to -1• Accept, EnRoute, OnStie, Completed represent if the user recorded
the event from the cell phone IE: Press OnSite. (0 = no 1> = yes)• Arrive Difference – Time from “OnSite” Key press on phone to
Reported Arrive time. • Depart Difference – Time from “Completed” key press to Depart Time. • Distance Max distance from site at the time of key press
Phone Usage ReportFields
• Zooming into a record will show the date and time of each Phone Action
• Clicking on the blue hyperlink will show the breadcrumb tracking page
Determining Issues
• Compliance with using phone to report disposition of activity real time.
• Arrives after ETA frequently
Determining Issues• Arrival and Departure time differences
from key press and upload. • Distance from Site
Example #15/10-5/15
Shift M-S 9-5
•Courtesy visit scheduled for WM1815.•Tech reports on site from 13:00 to 14:30.
Monday 5/10
GPS shows Tech not on site for duration of call .
Reported 1.5 hours Actual on site time 0.0
Tuesday 5/11
GPS shows onsite for reported time.
•Phone usage report shows tech did not complete call from cell phone
•One call for day reported 4.75 hours actual 4.75 hours•Tech is back home by 3:34 pm
Example #1, Cont’d
Wednesday 5/12
•2 Calls 1st call Walgreens ETA 10:00 am•Tech Reported arriving 9:15 am – 1:00 pm
•At 9:15 GPS shows tech is still near home 58.2 miles from location
•At 10:21 GPS shows tech Arriving onsite to first call and he remains on site for 208 minutes
•Tech press On-Site button on phone at 11:17 am
•Tech reports arriving at second call at 14:15•GPS shows arriving at 14:46 and remaining onsite for 97 minutes
•Tech reports leaving second call at 17:15 pm•GPS shows departing at 16:23 pm
•Service Activity report shows total time reported for Wednesday 8.75 hours
•GPS shows Actual Time including travel 6.5 hours
Thursday 5/13
•2 Calls 1st call Walgreens ETA 10:30 am•Tech Reported arriving 9:00 am
•GPS shows tech never went to location and was approximately 55 miles throughout the duration of the call.
•4.75 hours reported at first location •Actual time onsite 0.0
•Second call Reported 15:00 through 16:00 •GPS shows onsite for arriving at 09:36 remaining for 21minutes
•1 hour reported at second location •GPS shows Actual time onsite 21 minutes
Friday 5/14
•4 calls reported for day at 2 locations•1st call reported arriving at 8:30 am.
•GPS shows onsite for arriving at 11:53 remaining for 42 minutes
•3.5 hours reported onsite for 1st call •GPS shows Actual time onsite 42 minutes
•Second location reported arriving at 12:30 remaining through 16:45 for 3 calls.•GPS shows arriving at 11:07 remaining on site for 35 minutes.
•7 hours reported onsite at second location. •GPS shows Actual time onsite 35 minutes
Saturday 5/15
•3 calls reported for day at 1 locations•1st call reported arriving at 9:00 am.
•GPS shows arriving at 11:39 am and remaining onsite for 147 minutes.
• 6.5 hours reported onsite at location. • GPS shows Actual time onsite 2.5 hours
Example #2
CES-GJENSEN•5/6 2 calls 1st call ETA 10:00 Arrived 13:00•Tech did not leave home until 12:10
Example #3CES-GJENSEN
•5/17 4 calls 2 sites ETA 09:00 Arrived 11:15•Tech did not leave home until 10:41
Example #4CES-RGORDINIER 4-16-2010
• Installation Call Reported 8 hrs Service & 2 hrs of Drive Time. Total 10 Hrs.• Reported Drive to location and arrival time match GPS. • Reported on Site until 17:00 hrs • GPS shows leaving site at 15:28
Example 4 Cont’d• Tech Arrives home at 16:19
• 69 minutes after arriving home Tech Completes Service Activity on Phone.
Example #4
• Tech Reported a Total of 10 hrs of Work Time Including Travel.
• Actual Work Time Including Travel is 8 hrs.
Example #5MS-21330 4-14-2010
•1 Service call ETA 09:00• Marked Call En-Route at 9:47
Example #5 Cont’d
• Reported arrival at 11:07
Example #5 Cont’d
•Tech leaves location at 12:46 • Arrives Home at 13:43
• 6 hrs of service time including travel was reported • Actual service time including travel 4 hrs
Example #6CES-LRODRIGUES 5-22
• 2 Service calls 1st call ETA 09:00• Marked Call En-Route at 08:31
Example #6 Cont’d
• Left home at 9:50 for first call
• Reported via cell phone onsite at 11:20 & GPS shows
13.6 miles from location.
Example #6 Cont’d•Reported onsite time match GPS for 1st call. •Reported En-Route and Onsite Match GPS for second call. •Reported Completion time via ML7 17:00•GPS shows En-Route home at 16:13
Example #6 Cont’d
• Reported Service with Travel = 9.20 hours. • Actual Service Time with Travel = 6.25 hours.
Example #7 - QSPCES-KFRALEY 5/18/10 QSP
•Reported arriving to QSP at 7:30 am•GPS shows phone turning on at 8:09 am•First recorded on-site plot 8:12 am
Example #7, cont’d
• GPS shows tech leaving site at 11:37 am
• At 12:08 pm tech was 39.3 miles from location
Example #7, cont’d
•GPS shows tech 248.3 miles from location at 15:57
• At 16:02 tech completed call on cell phone a few miles from home.
Example #7, Cont’d
•Service Activity by node report shows 13.5 hours reported time Including Travel. •GPS shows 8 hours including travel.
• Reported 8.5 hours onsite for QSP• GPS shows 3.3 hours onsite
Example #8 – QSP
CES-SKahn 5-5-10
• QSP visit with an ETA of 8:30 am.• Tech leaves home for location at 8:50 am
Example #8, Cont’d
•Reports arriving at 9:00 am with ML7•GPS shows arriving at 9:10 am.
• Reported on site until 5:00 pm.
Example #8, Cont’d
• GPS shows leaving site at 13:59
• Arriving home by 14:16 pm
Example #8, Cont’d
•Service Activity report shows 8 hours reported for 5/5
• Actual work time including travel 5 hrs
Example #9 – QSPCES-SKahn 5-24-10
•QSP visit with an ETA of 9:00 am.•Tech leaves home for location at 8:17 am
Example #9, Cont’d
• Reports arriving at 9:00 am with ML7• GPS shows arriving at 10:55 am
• Reported on site until 5:00 pm
•GPS shows leaving site at 15:09
Example #9, Cont’d
Example #9, Cont’d
• Service Activity report shows 13 hours reported for 5/24
• Reported onsite time 8 hrs • Actual onsite time 4 hrs.
Service Continuations
• Approximately 20% of Calls are Continuations– May:
• 21% Orders created in Field• 34% are Multiple Activities • 27% of Continuations with NO Parts Ordered
– Increases Backlog
• Recent Tool Implemented – Escalation Message Send to DM, RD, VP for Multiple Visits
• Challenges– Escalation of Extended on-site– Parts Issues
Service Activities Analysis Report
District
Total Orders (excl.in process)
Total Activities(excl.in process)
Continuation Orders
Continuation Activities
Cont Activitiesw' Parts Ordered
Created in Field
Orders
Created in Field
Activities
Created in Field
Cont.Orders
Created in Field
Cont.Activities
Created in Field Cont.
Activities w'Parts ordered
Orders in Process
110 551 697 116 138 115 100 100 33 35 27 40120 374 468 69 89 65 96 96 25 30 22 32130 476 620 95 128 96 91 91 32 39 32 45140 381 487 64 98 56 89 89 25 35 21 38210 360 476 83 114 78 53 53 10 15 11 28220 413 522 84 111 87 69 69 14 16 13 26230 450 588 87 130 106 74 74 21 22 16 38240 405 508 72 91 71 70 70 28 30 24 27310 391 500 69 101 66 98 98 22 27 19 29330 415 514 72 90 55 95 95 24 28 20 35350 318 421 58 72 50 116 116 31 46 31 24370 316 385 61 68 53 62 62 12 13 11 30
Total 4803 6184 920 1230 898 1013 1013 272 335 247 392
Edison Support Operations Initiatives Help Desk
• Post Help Desk Call Survey to Measure Customer Experience– Currently Calling Sams, Walgreens
• “Soft Skill” Training in Progress• Call Recording Edison Help Desk in
June
Help Desk Survey Good morning (afternoon), my name is ___ and I am calling on behalf of
Fuji Film. How are you today? I was wondering if you had a few minutes for me to conduct a quick survey to see how satisfied you were with the help desk call that was placed on ___ at_____ am/pm and the call back you received at ___am/pm.
I just have to ask four quick questions. With each question please rate the level of service you received on a scale of 1 to 5. 1 being poor and then up to 5 being excellent."
I see from my records that the Fuji Hotline called your location back in X minutes/hours/days. Please rate that
response time.
Please rate the professionalism and attitude of the agent that handled your initiall call to the Fuji Help Desk.
Please rate the professionalism and attitude of the TECHNICIAN that called your location back.
How would you rate the overall quality of Fuji Hotline support?
Help Desk Survey WalgreensWait Time National
0
1
2
3
4
5
6
5/25
/200
9
6/25
/200
9
7/25
/200
9
8/25
/200
9
9/25
/200
9
10/2
5/20
09
11/2
5/20
09
12/2
5/20
09
1/25
/201
0
2/25
/201
0
3/25
/201
0
Wait Time National
Professionalism and Attitude of MLA National
0
1
2
3
4
5
6
5/25
/200
9
6/25
/200
9
7/25
/200
9
8/25
/200
9
9/25
/200
9
10/2
5/20
09
11/2
5/20
09
12/2
5/20
09
1/25
/201
0
2/25
/201
0
3/25
/201
0
4/25
/201
0
Professionalism and Attitude ofMLA National
Professionalism and Technical Ability of PSR National
0
1
2
3
4
5
6
5/25
/200
9
6/25
/200
9
7/25
/200
9
8/25
/200
9
9/25
/200
9
10/2
5/20
09
11/2
5/20
09
12/2
5/20
09
1/25
/201
0
2/25
/201
0
3/25
/201
0
4/25
/201
0
Professionalism andTechnical Ability of PSRNational
Overall Quality National
0
1
2
3
4
5
6
5/25
/200
9
6/25
/200
9
7/25
/200
9
8/25
/200
9
9/25
/200
9
10/2
5/20
09
11/2
5/20
09
12/2
5/20
09
1/25
/201
0
2/25
/201
0
3/25
/201
0
4/25
/201
0
Overall Quality National
Edison Support Operations Initiatives
Parts• Defective IBM Parts Sent to Pete D. for
Evaluation– Improved Packaging LCD, HD, Motherboard – Swollen Capacitors– BIOS/Battery Issues on V5 Motherboard
• Wrong Parts Shipped Report • Labels Identify who had the Part Last
– Returned “Good” Receive a Label with Techs Name– Repair Vendors – Depot Repair
Edison Support Operations Initiatives
Parts, cont’d
• All Inbound Kiosk Parts with Broken Seal Sent to Depot for Test
• Installed Conveyer to Reduce Cycle Time, 1st Picked, 1st Packed/Shipped
• Worked with Specialists/IT to Identify Critical Parts that Need Approval Prior to Release.
• DL Jig Tracking Program (John G.)
FY 2009 Parts Ordered vs Used
0
10000
20000
30000
40000
50000
60000
70000
80000
90000
100000
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Total Orders
Parts Shipped
Parts not Used
• 44.7% of Parts Ordered for Service Calls are Returned
Parts Shipped vs UsedPart Number Part Description
Model Type N Y Grand Total % Not Used % Used
040E9827-F POWER SUPPLY,24 VOLT (R) 0179-xx 2363 3484 5847 40% 60%
31B7499504 SUPPORT,SHAFT LP2000 2216 3137 5353 41% 59%
34B7499822 Sprocket (34B7499821) LP2000 2422 2917 5339 45% 55%
FOA-0566-F Walmart Pre-loaded HDD for DDB 0179-xx 1540 2118 3658 42% 58%
388F0054D SPRING (388F0054C) LP5700 1588 1894 3482 46% 54%
327F1121646B GEAR LP5700 1598 1860 3458 46% 54%
334H0243D ROLLER(334H0243C) LP1500 1484 1395 2879 52% 48%
040J2511-F PTR,INTEGRATED W/MECH (R) 0179-xx 1310 1535 2845 46% 54%
041X2830-F PCB,PLANAR NOPOV,SYSTEM BOARD 0179-xx 1595 1246 2841 56% 44%
327F1122065B GEAR SPUR(BLACK) LP2000 1450 1355 2805 52% 48%
50B5592404 Spring, tension (50B5592403) LP2000 1478 1125 2603 57% 43%
334H01021B ROLLER(334H01021) LP2000 1405 1007 2412 58% 42%
334C1025023 ROLLER (was 334C967030A) SLP1000 1071 796 1867 57% 43%
388F2340a SPRING (388F2340) LP5700 746 514 1260 59% 41%
045r7728-f PLANAR,INTEL,946GZ,VER1.2(R) 0179-xx 710 467 1177 60% 40%
31B7507560 SUPPORT SHAFT SLP1000 598 433 1031 58% 42%
040J2507-F CABLE,USB FOR XMOD 0179-xx 698 310 1008 69% 31%
040J2500-F CABLE,VIDEO DISPLAY,SERIAL 0179-xx 534 313 900 59% 35%
040J2508-F CABLE,DC POWER XMOD 0179-xx 584 165 749 78% 22%
002R4084-F PCB-SYS BD-ETHERNET-USB-PAR-RJ45 1609-F46 398 297 695 57% 43%
322fc366 SUPPORT,SHAFT LP5700 280 407 687 41% 59%
34B559106A Gear Spur (34B5591066) SLP800 283 399 682 41% 59%
31B7499922 SUPPORT SHAFT LP1500 250 428 678 37% 63%
34B559106A Gear Spur (34B5591066) SLP1000 266 401 667 40% 60%
31B7499922 SUPPORT SHAFT SP2000 250 428 678 37% 63%
Grand Total 112228 149231 261512 43% 57%
Top 25 Shipped not Used
Part Number Part Description
Model Type N Y Grand Total % Not Used % Used
040J2508-F CABLE,DC POWER XMOD 0179-Fxx 584 165 749 78% 22%
037L5092-F POWER BUTTON ASSEMBLY 1609-F46 391 148 539 73% 27%
040J2507-F CABLE,USB FOR XMOD 0179-Fxx 698 310 1008 69% 31%
133G03719A PUMP (133G03719) FP922AL 296 143 439 67% 33%
327f0178b GEAR SPUR FP563SC 351 190 541 65% 35%
040Y9034-F 80GB SATA HDD 0179-Fxx 149 86 235 63% 37%
34b7505813 GEAR HELICAL SLP1000 143 83 226 63% 37%
322fc346c SUPPORT SHAFT LP2000 87 52 139 63% 37%
388F2341A SPRINGS (388F2341) LP1500 140 84 224 63% 38%
34B7505813 GEAR HELICAL SLP1000 64 39 103 62% 38%
34B7499895 GEAR HELICAL SLP1000 89 55 144 62% 38%
50B5592413 Spring, tension LP2000 98 62 160 61% 39%
34B7505813 GEAR HELICAL SLP1000 82 52 134 61% 39%
040J2501-F CABLE, MONITOR VIDEO 0179-xx 75 49 124 60% 40%
34B7505813 GEAR HELICAL SLP1000 90 59 149 60% 40%
045r7728-f PLANAR,INTEL,946GZ,VER1.2(R) 0179-xx 710 467 1177 60% 40%
34B7505852 GEAR SPUR SLP800 95 63 158 60% 40%
388F2341A SPRINGS (388F2341) LP1500 90 60 150 60% 40%
350F5463B COVER LP1500 71 48 119 60% 40%
322FC346C SUPPORT SHAFT LP2000 72 49 121 60% 40%
040J2500-F CABLE,VIDEO DISPLAY,SERIAL 0179-xx 534 313 900 59% 35%
388F2340a SPRING (388F2340) LP5900 746 514 1260 59% 41%
334F0258A SOFT TOUCH TIRE 330/340/350/370 ROL LP2000 119 82 201 59% 41%
134H0237C VALVE SOLENOID ASS'Y FP563SC 91 63 154 59% 41%
040J2501-F CABLE, MONITOR VIDEO 0179-xx 95 66 161 59% 41%
Top 25 Parts Ordered But Not Used
Parts Returns
• No Ship List– Average 1 Pallet a Week – Slows the Return process– Impacts Inventory Replenishment
• Incomplete/No Paperwork– Defective Parts Returned as New
Parts Recovery F/Y 2009Parts Recovery Program
$-
$100,000.00
$200,000.00
$300,000.00
$400,000.00
$500,000.00
$600,000.00
Apr May Jun Jul Aug Sept Oct Nov Dec Jan Feb Mar Total
Parts Recovery Program
$543,064.94 Parts Cost Returned
• $
Edison Support Operations Initiatives
Dispatch
• Team Created to Document Dispatch Process– Aaron Warrick - Mike Meade– Dwayne Jennissen - Ralph Greco– Michele Haro - Robert Kofoed– Kathy Staeger - Denise Mangan
• 35 Exceptions to “Perfect” Process Identified and Documented
Dispatch Process
COLOR KEY & SYMBOLS
SERVICE DISPATCH PROCESS FLOWCHARTSTABLE OF CONTENTS
FUJIFILM SERVICE DISPATCH PROCESSES
INFOPRINT SOLUTIONS SERVICE DISPATCH PROCESSES
DAHLE SERVICE DISPATCH PROCESSES
LIVEWIRE SERVICE DISPATCH PROCESSES
HP SERVICE DISPATCH PROCESSES
PHOENIX KIOSK SERVICE DISPATCH PROCESSES
VIP COLOR SERVICE DISPATCH PROCESSES
TAGWORKS SERVICE DISPATCH PROCESSES
ZOOMSYSTEMS SERVICE DISPATCH PROCESSES
GO
GO
GO
GO
GO
GO
GO
GO
GO
GO
Dispatch Process
DISPATCH
DEPOT REPAIR
DISTRICT MANAGER
PARTS PHONE REP
EXCEPTION
FIELD TECH
SYSTEM
IPS DISPATCH
CREDIT DEPT
ESCALATION
PARTS WAREHOUSE/ESCALATIONS
COLOR KEY
IPS CT
SYMBOL DEFINITIONS
PREPARATION
MANUAL INPUT
DOCUMENT
PROCESS
DIRECT DATA
PREDEFINED PROCESS
ASTEA TEAM
Page-1
Perfect Call Scenario (3 Call Day) -DSE
Pa
rts
Wa
reh
ou
seT
ech
nic
ian
Ast
ea
Te
am
Oth
er
Dis
pa
tch
Pa
rts
Exc
ep
tions
Fie
ld M
an
ag
em
ent
Pick Ticket Prints
Dispatch has view of the call.
Technician is assigned call for a specific date and time
within SLA
Page is sent to technician’s
phone
Page-2Call is moved to OSSN.
Parts Picked, packed, and
shipped
Parts marked
as fulfilled
DSE has view of call and locates available
technician* with applicable skill level
Change to Tech.
Scheduled Availability
Technician marks call “Accepted” on
phone
Technician downloads call in
ML7
Status of order and activity updated to
Enroute
Technician contacts customer
with ETA
Confirmation of status update
sent to technician
When heading to location, technician marks “Enroute” on
phone
DSE Dependencies
• DSE is programmed to find the most efficient schedule based on it’s internal logic which is weighted by the parameters we’ve set:– Priority/SLA– Technician Availability (Schedule)– Technician Skill– Travel Time– Distance– Call Duration– Overtime
• Correct parameters and accurate, timely reporting are essential for automated dispatch
Dispatch/DSE Discussion
• Fully Deployed with Drip Feed• Daily Calls with Field/Operations Team• Known Issues Escalated to Astea
Programming:– Overlapping assigned calls (manual and DSE) and private activities– Occasional gaps in next day schedule– Failure to schedule calls (leaving technicians with no assignments)– Assigning more than 1 call at a time to the same technician despite of “drip
feed” settings– Calls previously assigned (manually or by DSE) are un-assigned by DSE
• Dispatch “Teams” Created to Extend Coverage• Duty Manager in Place
New Business Projects
• Implications on Current Environment• New Business Should Conform to our
Infrastructure:– Reporting– Security– Access to Astea (inventory)– Understanding Risks and Requirements– IT/Infrastructure Costs
New Service Business
• Strategy
• Successes
• Opportunities
Where to start prospecting?
MarketingKiosk Photo
Finishing
CommercialPrinters
AnalogCopiers
DigitalCopiers
Multi-FunctionPrinters
TransactionalKiosk
High
High
Low
Low
Technical Complexity
Com
petit
ive
Land
scap
e
InformationalKiosk
Point of Sales System
PhotoKiosk
Three Phase Strategy Phase One - Working Within the Lab Environment
• Devices existing within the labs that Fujifilm Technical is not currently servicing
– Expansion of Services for Xerox Equipment– Establish Services for Wide Body Printers– “Low Hanging Fruit” - Servicing of any other
Non-Fujifilm equipment– Engage a Service Support Sales Unit to aid in
investigating and capturing these new service opportunities
• The establishment of this group already in process
Three Phase Strategy Phase Two - Working Outside the Lab Environment
• Non-Imaging Devices outside the lab, but within the store, that Fujifilm Technical is not currently servicing– Self Check-Out Kiosks (Installation and Service)– Cash Registers (Installation and Service)– Servers (Installation and Service)– Similar to Walgreens “DTR” concept
Three Phase Strategy Phase Three - Outside the Lab and Store
• Non Imaging Devices outside the existing realm of the Imaging Lab and into new areas such as:– Most Non-Photo Kiosks
• Use of Management and Sales to understand the new sales targets such as:– The Business Printer Industry (Okidata, HP, Epson)– The Kiosk Industry / Digital Signage (Self Service Information and all other existing
Non-Photo related Kiosks)
• Market Research– How can we best support these non-core businesses
• Develop an understanding of current Support Players to create a Competitive Strategy
Latest Successes The following companies are now under
contract:
• Dahle – Shredders and cutters• Phoenix Kiosk – Kiosks• Livewire – Kiosks and Digital Signs • Tagworks – Laser Tag Imprinting System• Zoom Systems – Retail Zoom Shops, product sales and
distribution• KIS – Photobook Maker• IPS – production printers • Formax – sealers/folders/shredders • Harris IT Services – Digital Signage
Q&A
Example #1CES-DSHEEHAN 5-1-2010
• 2 calls done for the day• 1st call ETA 11:00 Arrived 11:30• Reported in route to 1st call at 9:10
•Left home location at 9:41
Example#1, Cont’d
• Reported in ML7 arriving at 11:30 • GPS and Phone On-Site transaction shows arrival is 11:49
• GPS shows left home location at 9:41• Reported in ML7 arriving at 11:30 • GPS shows 9.2 miles from location at 11:35
• GPS shows 1.7 miles from location at 12:23• Reported completing activity at 12:26 • GPS shows 2.4 miles from location at that time
Already near or on site for second call.
Example#1, Cont’d
• Reported onsite via Cell Phone at 13:11 • Reported onsite via ML7 at 13:30 • Reported via ML7 completing at 15:00• GPS shows 4.6 miles away from site at 13:58 and traveling home.
Example#1, Cont’d
• GPS shows tech arriving home at 16:03
Example#1, Cont’d
• Service Activity report shows 7.0 hours of reported work time.
• Actual hours including travel 4.5hrs.
Example#1, Cont’d