Maximo Field Service Management
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The document discusses IBM's Field Service Management (FSM) solutions, emphasizing their ability to optimize resource planning and dispatching in order to enhance customer service commitments. It covers various elements of FSM, including demand and resource management, real-time communication, and mobile solutions, highlighting the integration of weather data and spatial mapping for improved operational efficiency. Additionally, it outlines the potential for future innovations in FSM, such as augmented reality and cognitive technologies.
Maximo Field Service Management
- 1. Maximo Field Service Management Rahul Desai - Offering Manager Lisa Stuckless - Offering Manager Lori Pilgrim - Design Architect Vikul Banta - Offering Manager
- 2. Please Note IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion. Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
- 3. Ability to optimally plan and dispatch field resources and their properly stocked vehicles to a geographic location in a timely manner in order to deliver against their service commitments. Field Service Management Includes elements of: Demand Management - to help forecast work orders in order to plan the number of staff that will be needed Scheduling - using predefined rules to optimize the schedule and use of resources (labor, tools, vehicles) Dispatching - assigning work orders within predefined zones to particular technicians Mobile solutions - allowing dispatchers and technicians to communicate in real-time Commitment – keeping customer commitments and managing service level agreements
- 4. Goal of FSM solution Making and keeping customer commitments. Responding quickly to emergency situations. Providing technicians easy access to the information they need. Increase first time fix rate. Reducing travel and waiting time. Increase Jobs completed per day and capacity used.
- 5. Overlap between EAM and FSM Enterprise Asset Management Field Service Management Asset/Location Definition Procurement Inventory Control Work Management Appointment BookingMaps/GPS GIS Dispatching Resource Management Scheduling of Work Location Based Services Resource & Route Optimization Connected and Offline Mobile Access Industry Solutions Forecasting Contract Management Billing/Invoicing Customer Commitments & Service Level Agreement Field Service Management - Ability to optimally plan and dispatch field resources and their properly stocked vehicles to a geographic location in a timely manner in order to deliver against their service commitments.
- 6. Field Service Management Work Flow
- 7. Field Service Management with Maximo Scheduler/Scheduler Plus • Forecast and schedule work • Incorporate weather data • Optimization of work via resource leveling or capacity planning • Plan and schedule appointments Planning of Work Maximo Asset Management Service Provider Assignment of WorkMapping of Work Completion of Work Scheduler/Scheduler Plus • Optimize resource assignment based on geolocation, craft, skill, weather • Monitor work and adjust based on real-time field progress Spatial/Anywhere/Plus • Optimization of work route on an Esri/Google/Bing map along with turn-by turn directions displayed on a mobile device • Incorporate real-time traffic Anywhere • Technician receives work orders in the field • Provides real-time status updates to dispatcher and the back-office
- 8. Maximo Scheduler Plus Ability to plan, schedule, dispatch and track all work. • Embedded engine delivers objective based optimization models. • Scenario based work planning. • Graphical crew management capabilities. • Optimized spatial scheduling for reduced crew windshield time. • Ability to make customer appointments within a scheduled window. • Managing large projects with dependencies across work orders and tasks. • Incorporate weather data into planning/scheduling and dispatching. Allows planners and schedulers to view upcoming work graphically, compare the required resources against those available, and adjust accordingly. Dispatchers can use maps to graphically monitor field technicians, work in progress, and status. Field technicians can receive work and provide real time status updates to the dispatcher.
- 9. Appointment Booking 1. Customer Service Rep answers a call from a customer and finds them in Maximo by Location or Service Address 2. Selects the Appointment Book based on the type of request (View existing Appointments and other work orders for this location) 3. Selects a Job Plan 4. Right click on the customers choice of day and appointment window to schedule an appointment
- 10. Scheduling • View work in a time based Gant View • View Resource Availability and Work Load • Goals – balance work with resource’s available – Complete work by deadline – Plan only 80% of resources • Manually drag and drop work to the different shifts/date • Optimization – Resource Level – Capacity Plan Work LoadResource Availability
- 11. Assignment Indicated matches for selected work – Darker color - exact match – Lighter color - higher ranked skill level – Finds resource with secondary craft Validate on Craft/Skill Multi craft indications Double booked Manually Drag and Drop work to labor or crew Optimization does the work for you
- 12. Dispatching – Spatially Optimized • Spatial Optimization minimizes travel time for labor and crews • View location of labor/crews and unscheduled work • Complete all work in one location at same time where possible
- 13. Maximo Anywhere Broadening the scope of asset information provided to the mobile user to enable sound decision making. • Seamless connected and disconnected support • Role and Task Based Applications ~ 15 Apps • Perform work, asset and inventory process • Works Across iOS, Android, Windows Tablet • Camera / Barcode support • QR Code / RFID support • Voice to Text / E-Signature / Real Signature • GPS Support • Offline and Online Mapping • Push Notification Improving the efficiency of the field technician with mobility.
- 14. 14 Task Based Ready Apps Work Management Work Execution Inspection Approval Service Request Inventory Management Physical Count Issue & Returns Transfer & Receiving Asset Management Asset Data Manager Asset Audit Industry Solutions Work Exec for Calibration Incident Reporter (O&G, HSE) Work Exec for Complex Assets (ACM/ Aviation) E Flight Log Book (Aviation/ACM) Operator Rounds (Nuclear) Maximo Based Anywhere Administration Application
- 16. Work Execution App - Map Map View of Work Offline Maps
- 17. Maximo Spatial Asset Management • View assets on a map to analyze, interpret and visualize data to understand thoroughly the relationships, trend and patterns for better decision making. • Reduce costs and increase efficiency by optimizing routes and maintenance schedules based on location. Layer complex data to drive better decision making. Utilizing the latest ESRI ArcGIS technology, Maximo Spatial provides geospatial context for analyzing and understanding work and assets.
- 18. Maximo Service Provider Improve Billing and Service Level management for more effective service delivery. • Provide more visibility to SLA Breaches and automation to bill external labor or customer based on breached commitment. • Provide customer with access to estimated bill for review and approval through self-service app. • Automation to streamline the project milestone billing process. • Usability improvements that simplify billing and maintaining customer agreements Suite of applications that manage customer agreements, service delivery, customer billing, and supplier contracts. Supports service as a business and meets the needs of clients who manage assets and services for customers, as a business, or clients who manage assets and services within an enterprise and bills internally for those services.
- 19. Field Service Management Use Case Scheduler: • Schedule and optimize plan work. • Assign the work via manual method or using optimization. • Create work routes and dispatch the work to the field technicians. Mobility: • Technicians receive the work along with where work is located on a map. • Technician completes the work and moves onto next Work Order. • GPS coordinates are sent back to Maximo to monitor technicians location throughout the day. Scheduler: • Monitor work through out the day via the dispatching tab in Scheduler.
- 20. Track Work Progress During the Day • Map markers can indicate the Status, Priority or work type
- 21. Benefits of using Maximo for Field Service Management Optimize your maintenance and service scheduling practices, by combining real-time weather, traffic and asset data to more efficiently plan how people and resources are being used. FSM offers a mobile platform that will give field techs instant access to critical data, even if they lose connectivity. Techs can manage the execution of work, including the submitting of actuals, creating follow-up work. Streamline the travel route to save wasted time and reduce fuel costs. With FSM you can now visualize the spatial relationship among managed assets and other mapped features, such as roads, buildings and pipelines, giving you better visibility. Smart Scheduling & Demand Management Brings together intelligent scheduling, dispatching and mobility all on a single, integrated platform. More Efficient Mobile Work Dynamic Dispatching & Work Assignments Work Mapping & Asset Visualization FSM optimizes resource assignment based on location, craft/skill and weather, allowing dispatchers to monitor work and adjust scheduling and dispatching based on real-time progress.
- 22. Bringing Innovation to FSM – Weather Integration 22 For a planned cell tower maintenance, high wind and storm conditions should be avoided when possible. Lightning must be strictly avoided. Having the visibility into weather conditions in advance enables safer, more efficient operations Incorporating the weather forecast into appointment booking helps avoid cancelations and/or reschedules thereby leading to higher customer satisfaction as well as lower operational cost Weather alerts and notifications enable Dispatchers to ensure crew safety and optimally utilize resources based on real-time field progress
- 23. 23 Future Innovations in FSM… AR and Wearables Visual Image Recognition Cognitive Expert Advisors Notice: IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.
- 24. Questions? …
Editor's Notes
- #8: With a combination of Maximo Asset Management (our core EAM solution), our scheduling and dispatching solutions (Scheduler and Scheduler Plus), and our mobile solution (Anywhere), we offer a comprehensive solution to our clients, enabling them to address their FWM requirements with a single system of record – Maximo. So, everything from planning and scheduling of work, to booking customer appointments, to assigning and dispatching the technicians, and finally tracking the work progress in real-time can all be achieved with Maximo. This eliminates the need to go with a third party tool and worrying about all the challenges that come along with it.
- #23: Weather often forces a delay or reschedule of work be it because of snow, ice, high winds or what have you. Having weather data integrated into the FWM solution streamlines this process for our clients, while also letting them better manage appointments with their end clients as well as technician schedules for greater flexibility and efficiency. We are the only vendor in the market today offering this capability. Let’s look at some real use cases that our solution can address – The Planner is responsible for equipment that is affected by weather, in this case a cell tower. In Maximo, he has set up a job plan effected by key weather parameters with no-go or alternate job plan that considers the weather conditions. For cell tower maintenance, high wind and storm conditions should be avoided when possible. Lightning must be strictly avoided. Scheduler Plus will search for work orders with this job plan and reschedule the work for no-go conditions. The new plan Joe publishes now includes critical information that can lead to safer, more efficient operations. Embedding the weather forecast into the appointment booking application enables the customer service representative to incorporate that information when booking an appointment. For example, it will be best to avoid scheduling an appointment for tomorrow, for work to be done on an outdoor asset, if the forecast calls for a major snow storm. This helps avoid appointment cancelation or reschedules and leads to higher customer satisfaction as well as lower operational cost for our clients. With real-time weather alerts, Dispatchers can re-route the technicians to work in a safe area and reschedule the original work to a day or time that is not impacted by adverse weather. Not only does this ensure that the crews are safe, it also helps utilize them more efficiently on other high priority work while also avoiding unnecessary fuel/travel and other operational cost.