Implementation of a Resource Planning Solution to manage work assignments to field service engineering resources

Client

One of the world's leading Door Automation Products manufacturer with more than 150 field engineers in the UK.

Key Requirements

• Basic automatic resource allocation based on predefined criteria and manual reassignment where necessary.
• Integration to existing mobile devices.
• Allow resource planners access to all key information about service demands and resources.
• Simple, single screen , easy-to-use graphical screens for planners.
• Breakdown of demands and resources based on geographical zones and skillsets.

Solution Approach

• Previous tool used for resource planning was Excel.
• Initial push from key users to consider for resource optimisation tools like MRS (Multi-Resource Scheduling) or Click Scheduler (third party tool).
• After critical requirements review with the business, a more pragmatic solution was proposed – the initial use of the CRM Resource Scheduling application to standardise resource planning processes across geographical regions with a view to scaling up to resource optimisation solutions in subsequent phases.

Key Benefits

• Web based Resource Planning tool including Gantt Chart in CRM 7.0.
• Basic first level allocation by automatic scheduling – taking Service Areas into account.
• Automatic determination of Service Area based on post code of the customer site
• Ability to drag and drop, reassign jobs to resources.
• Basic UI enhancements gave vital additional information on jobs and statuses to planners.
• Enhancements to combine multiple maintenance jobs for ease of planning.
• Skills matrix maintenance for resources, based on qualifications.
• An full view of Service jobs, assignments, confirmations and statuses in one system.
• A wide array of search, personalisation features and filters available on the Resource Planning Board.
• Simple enhancements to bring Installed base location and Service Area into the Resource Planning Board significantly improved the Planning efficiency by providing key information in one place.

Download Case Study