Best Practices: Leadecs Digitization
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The document outlines best practices for implementing and rolling out Field Service Lightning globally, highlighting insights from manufacturing industry service provider Leadec and implementation partner PwC Germany. Key focus areas include streamlining operations, enhancing technician efficiency, establishing governance structures, and maintaining clear communication throughout the rollout process. Emphasis is placed on harmonizing processes before technology implementation and the importance of a phased enablement approach to maximize the Salesforce platform benefits.
Best Practices: Leadecs Digitization
- 1. FSL Breakout session Implementation best practices for Field Service Lightning Service Cloud Lodge at the Marriott Marquis 11/20/2019 8:30:00
- 2. Learn best practices for implementing and rollout of field service lightning globally from manufacturing industry service provider (Leadec Beteiligungen GmbH) and implementation partner (PwC Germany). Learn how they have streamlined their field service operations, empower technicians to improve first-time fix rates, and increase customer satisfaction. The session will provide you insights into how to set up your organization structure from right governance perspective, focus on defining and aligning global processes, establishing change management network and technology considerations for big transformation projects. Session Abstract
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- 5. Showflow Digital transformation journey at Leadec Michael Schenk (Leadec Group) Best practice from trusted implementation and rollout advisor Mudit Jain (PwC, Germany) Best practices from field service implementation point of view Vivek Menon (PwC, Germany) Q&A
- 6. Dr. Michael Schenk Salesforce Program Manager michael.schenk@leadec- services.com
- 7. Industrial Service Provider for the factory of today and tomorrow Who is Leadec? Americas Europe Asia In more than 250 sites Sales €900 million More than 20,000 employees More than 50 years Industry experience In 14 countries
- 8. Our Vision We are the leading industrial service provider for the factory of today and tomorrow
- 9. Local entrepreneurs manage customer satisfaction and profitability Low degree of standardization and harmonization, processes strongly customized to local needs on each site Many paper based administrational workflows, No common IT system for order management and workforce management How the business was successfully run in the past Leadec’s Current Mode of Operation Lack of transparency of order fulfilment, work task back log and prioritization of work tasks No structured skill management Low tech / manual dispatching Volatile workload planning Unclear productivity (planned vs. actual time) Manual entries into different systems and double data handling Several systems for the same purpose Lack of transparency of invoiced orders No comparability amongst sites Harmonization of global processes => common operating model Integrated end-to-end definition of sales, service and workforce management processes => from lead to invoice Introduction of an integrative, digital solution to seamlessly implement all costumer centric processes and connect to adjacent systems, e.g. BI, ERP and HR systems => single source of truth Need for actionConsequencesStatus
- 10. Core activities of Leadec’s main digitalization project Digitalization of Leadec’s Sales and Service Processes Selection – partner for process analysis and harmonization Selection – IT-tool and implementation partner Development of functionality Pilot implementation of functionality Roll-out of functionality Process analysis and harmonization Q3/17 Q4/17 - Q1/18 Q2 - Q3/18 Q3/18 - ... Further timeline depending on tool and functionality First rough timeline
- 11. Mudit Jain Salesforce Senior Program Manager mudit.j@pwc.com
- 12. To be conducted in parallel to the implementation of the core field service template to prepare for industrialized Rollouts Fit/Gap Analysis Country Complexity Site Prioritization 2) Site Details 1) Demographic data 3) Process Feedback 4) In-country Workshops Rollout Plan Product Backlog What challenges are faced in Field Service Lightning rollout? Best practices – Enablement phase for rollouts
- 13. Best practices – Project organization model How to establish local governance to align with global goals? Support Assessment Team Level 2 and 3 Consultants OM + CRM SME OM + CRM PwC Project Management Setup: bi-weekly meeting to assess & clarify support issues Change Control Board Consultants OM + CRM SME OM + CRM Setup: 4-weekly meeting to prioritize next sprint backlog. Facilitator BPM Leadec PM PwC PM Local Support Set up Local Leadec Regional Leads OM End Users (Operators, Dispatchers, super users, Site managers Local Leadec Regional Leads CRM End Users (Sales Users, Regional Management and C- Level Level 2 and Level 3 Level 1 Local Site SPOCs Local country SPOCs SPOCs Continuous Development Team Test / Training (OM) CRM Consultant PwC Solution Architect PwC Developers OM Consultant SME - CRMSME OM BPM Sprint Capacity Sprint Backlog PwCLeadec Rollout Requirements Support CRs Sales R 1.0 OM R 1.0 Project Enablement Product Backlog
- 14. Best practices – Communication clock A communication clock is built around all stakeholders involved at every level of rollout Why it is important to have communication at each level? Week 9 2) Onboarding 1) Readiness Check 3) 25% data validation 4) 100% data load 5) UAT Sign Off 6) Go-Live Program Team Regional Management Global Steering Committee Local users Rollout Team
- 15. Vivek Menon Manager, Technology Consulting – Salesforce menon.vivek@pwc.com
- 16. Fix Overlaps Scheduling Recipes Relevance Groups Enhanced optimization Optimizations Bulk Scheduling Bulk Dispatch Scheduling policies Work rules / Objectives Automatic scheduling Multi-dayCapacity basedVia Gantt Chart Service Territory based Manual scheduling Knowledge Articles Effect of scale Asset Parameters Checklist items Service Contract / Lines Maintenance Plans Work Orders Service Appointments Base functionality Service specific functionalities Best practices – Step by Step induction into Field Service Digital Readiness How to decide which functionalities of Field Service Lightning to be enabled first?
- 17. Best practices – Handling the scale of Infrastructural FM* Contract Line Item Clean all meeting rooms in Building 45 Clean Meeting Room 1 Clean Meeting Room 2 Clean Meeting Room 3 Asset Building 45 WOLI 1 Clean Meeting Room 1 WOLI 2 Clean Meeting Room 2 WOLI 3 Clean Meeting Room 3 WOLI 4 Clean Meeting Room 4 Clean Meeting Room 4 5000 Contract Lines 200 Work orders / day 150 Assets worked / day Frequency Once per week Shift Early Shift Meeting Room 1 Meeting Room 2 Meeting Room 3 Meeting Room 4 Work Order Asset Building 45 Date Once per week Operating Hour Early Shift Meeting Room 1 Meeting Room 2 Meeting Room 3 Meeting Room 4 AutoGenerateMaintenancePlan * FM: Facility Management
- 18. Best practices – Asset Parameters Capture temperature before opening Capture pressure of the valve Monitor pressure value before start Monitor pressure value after start Capture temperature during operation Capture temperature during closure Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
- 19. Best practices – Data migration for field service implementation Service Contract Custom metadata and apex code written to move it to the respective objects Account Site Contract Name Contract Start Contract End Contract Line Item Work Type Product Name Price Book Test Manchester Tesla_CA1 1/1/2019 1/1/2020 Change Filter Filter Change Filter Test Standard Test Manchester Tesla_CA1 1/1/2019 1/1/2020 Clean Filter Filter Cleaning Cleaning Test StandardService Contract Template for Data Migration Object Migration Object 1 2 3 4 Field A Field B Field C Service Contract & Service Contract Line item
- 20. Key takeaways for you 1. Process harmonization before starting technology implementation 2. Enablement phase to have faster Field Service Lightning rollout 3. Step by step introduction into Field Service Lightning 4. Reaping the complete benefit of the Salesforce platform by having end to end solution – Sales, Service and Field Service on one common global platform.