Performance Suite for Enterprise Workforce Management
For the Ventyx Service Suite
Performance Suite provides critical visibility and insight into operational status, both at the tactical, day-to-day level and at the strategic trend-spotting level. Performance Suite can optimize customer service by measuring missed appointments and improve workload management by highlighting today’s workload order and status. By matching workload to workforce, Performance Suite can increase workforce effectiveness, while promoting operational efficiency within and across operating groups. With performance analysis capabilities, you can identify potential unexpected problems, such as employees in need of special training, and make necessary adjustments before the business is hit with performance setbacks.
Performance Suite comprises the Knowledge Warehouse, the Operations Dashboard, and Decision Support. These integrated components leverage the Historical Database (HDB) to provide a comprehensive, consistent view of your data, addressing daily operational tactics and providing in-depth reviews of past performance to assist with strategic analysis and planning.
BENEFITS:
Improve Decision Making:
- Uncover the real drivers of your operation’s performance using predefined and internally developed KPIs that reflect industry standards for reducing operating costs and improving quality of service
Improve Productivity in the Field
- Maximize workforce performance and minimize overtime by adjusting priorities, scheduling decisions, work practices, and crew composition
- Compare and contrast time measurements—e.g. time en route, time on site, duration, variance—to tweak operations to reduce wasted time
- Quickly identify and address unexpected minor problems before they escalate into serious situations
Increase Customer Satisfaction
- Consolidate geographically-dispersed dispatch
- Monitor and measure key indicators affecting service delivery—such as response time, clearing time, and work quality— to optimize customer service
- Reduce missed appointments with easy access to near real-time information from status indicators
- Minimize rework by tracking and analyzing repeat visits to ensure customers’ service quality expectations are met
Decrease Costs
- Leverage KPIs—such as travel time, clearing time, response time—to improve performance and reduce operational costs
- Pre-packaged solution with extensive baseline reports ensures rapid deployment and return on investment
Optimize Workforce Allocation
- Highlight today’s workload and order status to improve workload management
- Compare and contrast time spent en route, on-site, and unavailable to optimize mobile workers' workday
- Allow dispatchers to focus on exception handling
FEATURES:
Knowledge Warehouse is an enhanced, customer-facing view of data from the HDB that enables non-technical and business users to interact with the data.
- On-demand reporting and access to useful information—not just raw data (e.g. generate a list of mobile users on a specific shift, or determine the time a user spent en route)
- Vendor-neutral reporting implementation
- Ability to audit Service Suite data for compliance with governance legislation such as Sarbanes Oxley
- Temporal view of data displays changes over time
- Near real-time data transfer from operational database to the HDB/Knowledge Warehouse
- Data provided in local time to simplify end user interpretation of reports
- Automatic purging of HDB and Knowledge Warehouse ensures manageable amount of data is maintained for reporting purposes
Operations Dashboard is a web-based, tactical reporting tool for Dispatchers, Managers and Executives that Provides a high-level graphical view of the current state of field operations.
- Ability to determine how work is progressing, spot abnormal conditions, and react to constantly changing environments
- Both near real-time system monitoring and short-term future view for capacity planning
- Status indicators & alerts identify potential problem areas
- Standard, pre-defined indicator reports (e.g. Pending Orders, Appointments at Risk), primary reports (e.g. Order Status, Current Day Capacity), and drill-through reports—all easily customized to your organization’s requirements
- Support for printing, data export, and email distribution
- Highly configurable user interface allows users to filter information to view subsets of data and to tailor the interface to meet their individual needs
Decision Support is a user-friendly performance measurement tool that automates extraction, creation, and transformation of relevant field operations data.
- Data mapped against industry-standard, best practice (KPIs)
- Sophisticated reporting capabilities enable comparison and contrast of resource productivity, dispatch efficiency, work quality, missed appointments, and overall order duration
- Detailed performance reports and multidimensional analysis of workforce practices and trends
