Transcript FUJIFILM Graphic Systems USA, Inc.

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
Not Logged in
60
60
50
50
40
40
Jan 12 - Feb 11
9th
11th
7th
5th
3rd
1st
30th
28th
26th
24th
20th
22nd
18th
16th
11th
9th
7th
5th
3rd
1st
30th
28th
26th
24th
22nd
0
20th
0
18th
10
16th
10
14th
20
12th
20
Apr 12 - May 11
14th
Apr 12 - May 11
Jan 12 - Feb 11
30
12th
30
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 Report
5/1/2010 - 5/12/2010
Number of Starts > 3
ActGrp
Name
Date
110
CES-DCARSON 5/3/2010
110
CES-DCARSON 5/5/2010
110
CES-KDIETSCH 5/5/2010
110
CES-LMORGAN 5/6/2010
120
CES-AGRABER 5/4/2010
120
CES-AGRABER 5/5/2010
120
CES-AGRABER 5/8/2010
120
CES-AGRABER 5/12/2010
130
CES-CWILLIAMS 5/12/2010
130
CES-UPRICHETT 5/4/2010
130
CES-ZTHESSEN 5/10/2010
210
AK-22055
5/1/2010
210
AK-22055
5/3/2010
210
AK-22055
5/5/2010
210
AK-22055
5/6/2010
210
AK-22055
5/8/2010
210
AK-22055
5/11/2010
210
AK-22055
5/12/2010
210
CES-RBAHENA 5/3/2010
210
CES-RBAHENA 5/5/2010
210
CES-RBAHENA 5/10/2010
220
BT-22001
5/3/2010
310
CES-MSWOFFORD
5/12/2010
330
CES-APARKER 5/4/2010
330
CES-RNICHOL
5/12/2010
350
BB-21992
5/8/2010
370
CES-POWEN
5/5/2010
# Starts
5
5
4
4
4
5
5
5
5
4
4
6
4
4
4
10
5
5
9
5
4
5
4
4
4
4
4
Actsoft Multiple Starts Trend
Multiple Starts
16
14
12
10
Feb
8
May
6
4
2
0
1
2
3
4
5
6
7
8
9
10
11
12
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
The phone usage report looks at all service activities
for Actsoft users for the following parameters.
• 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
Phone Usage Report
Tree 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 Report
Tree 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 Report
Fields 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 Report
Fields
• 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 #1
5/10-5/15
Shift M-S 9-5
Monday 5/10
•Courtesy visit scheduled for WM1815.
•Tech reports on site from 13:00 to 14:30.
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 #3
CES-GJENSEN
•5/17 4 calls 2 sites ETA 09:00 Arrived 11:15
•Tech did not leave home until 10:41
Example #4
CES-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 #5
MS-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 #6
CES-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 - QSP
CES-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 – QSP
CES-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
Example #9, Cont’d
•GPS shows leaving site at 15:09
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
110
120
130
140
210
220
230
240
310
330
350
370
Total
Created in
Field
Total
Total
Cont
Cont.
Orders Activities
Activities Created in Created in Created in
Created in
Activities
(excl.in
(excl.in Continuation Continuation w' Parts
Field
Field
Field
Field
w'Parts Orders in
process) process)
Orders
Activities
Ordered Orders Activities Cont.Orders Cont.Activities ordered Process
551
697
116
138
115
100
100
33
35
27
40
374
468
69
89
65
96
96
25
30
22
32
476
620
95
128
96
91
91
32
39
32
45
381
487
64
98
56
89
89
25
35
21
38
360
476
83
114
78
53
53
10
15
11
28
413
522
84
111
87
69
69
14
16
13
26
450
588
87
130
106
74
74
21
22
16
38
405
508
72
91
71
70
70
28
30
24
27
391
500
69
101
66
98
98
22
27
19
29
415
514
72
90
55
95
95
24
28
20
35
318
421
58
72
50
116
116
31
46
31
24
316
385
61
68
53
62
62
12
13
11
30
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?
2
2
1
1
0
0
4
3
Professionalism and
Technical Ability of PSR
National
4/25/2010
5
3/25/2010
5
2/25/2010
6
1/25/2010
6
12/25/2009
Professionalism and Technical Ability of PSR National
11/25/2009
0
4/25/2010
3/25/2010
2/25/2010
1/25/2010
12/25/2009
11/25/2009
10/25/2009
9/25/2009
8/25/2009
7/25/2009
6/25/2009
5/25/2009
3/25/2010
2/25/2010
1/25/2010
12/25/2009
11/25/2009
10/25/2009
Wait Time National
10/25/2009
0
9/25/2009
Wait Time National
9/25/2009
1
8/25/2009
3
8/25/2009
1
7/25/2009
4
7/25/2009
2
6/25/2009
5
6/25/2009
2
5/25/2009
6
5/25/2009
4/25/2010
3/25/2010
2/25/2010
1/25/2010
12/25/2009
11/25/2009
10/25/2009
9/25/2009
8/25/2009
7/25/2009
6/25/2009
5/25/2009
Help Desk Survey Walgreens
Professionalism and Attitude of MLA National
6
5
4
3
Professionalism and Attitude of
MLA National
Overall Quality National
4
3
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
100000
90000
80000
70000
60000
50000
Total Orders
40000
Parts not Used
Parts Shipped
30000
20000
10000
0
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
•
44.7% of Parts Ordered for Service Calls are Returned
Parts Shipped vs Used
Part 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
334C1025023
ROLLER(334H01021)
LP2000
1405
1007
2412
58%
42%
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%
261512
43%
57%
Grand Total
112228 149231
Top 25 Shipped not Used
Top 25 Parts Ordered But Not Used
Model
Type
Part Description
N
Y
Part Number
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%
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 2009
Parts Recovery Program
$600,000.00
$500,000.00
$400,000.00
$300,000.00
Parts Recovery Program
$200,000.00
$100,000.00
$Apr
May
Jun
Jul
Aug
Sept
Oct
Nov
Dec
Jan
Feb
Mar
$543,064.94 Parts Cost Returned
Total
•
$
Edison Support Operations Initiatives
Dispatch
• Team Created to Document Dispatch Process
–
–
–
–
Aaron Warrick
Dwayne Jennissen
Michele Haro
Kathy Staeger
- Mike Meade
- Ralph Greco
- Robert Kofoed
- Denise Mangan
• 35 Exceptions to “Perfect” Process Identified
and Documented
Dispatch Process
SERVICE DISPATCH PROCESS FLOWCHARTS
TABLE OF CONTENTS
COLOR KEY & SYMBOLS
GO
FUJIFILM SERVICE DISPATCH PROCESSES
GO
DAHLE SERVICE DISPATCH PROCESSES
GO
HP SERVICE DISPATCH PROCESSES
GO
INFOPRINT SOLUTIONS SERVICE DISPATCH PROCESSES
GO
LIVEWIRE SERVICE DISPATCH PROCESSES
GO
PHOENIX KIOSK SERVICE DISPATCH PROCESSES
GO
TAGWORKS SERVICE DISPATCH PROCESSES
GO
VIP COLOR SERVICE DISPATCH PROCESSES
GO
ZOOMSYSTEMS SERVICE DISPATCH PROCESSES
GO
Dispatch Process
COLOR KEY
SYMBOL DEFINITIONS
SYSTEM
DISTRICT MANAGER
EXCEPTION
DEPOT REPAIR
PROCESS
PREDEFINED PROCESS
DIRECT DATA
MANUAL INPUT
FIELD TECH
CREDIT DEPT
DOCUMENT
DISPATCH
ASTEA TEAM
PARTS WAREHOUSE/
ESCALATIONS
IPS DISPATCH
PARTS PHONE REP
IPS CT
ESCALATION
PREPARATION
Perfect Call Scenario (3 Call Day) -DSE
Technician marks
call “Accepted” on
phone
Call is moved to
OSSN.
Pick
Ticket
Prints
Parts
marked
as fulfilled
Dispatch
Other
Technician
Field Management
Page-1
DSE has view of call
and locates available
technician* with
applicable skill level
Technician is
assigned call
for a specific
date and time
within SLA
Page is sent to
technician’s
phone
Parts Picked,
packed, and
shipped
Exceptions
Astea Team
Parts
Warehouse
Parts
Dispatch has view of
the call.
Change to
Tech.
Scheduled
Availability
Technician
downloads call in
ML7
When heading to
location, technician
marks “Enroute” on
phone
Status of order
and activity
updated to
Enroute
Technician
contacts customer
with ETA
Confirmation of
status update
sent to
technician
Page-2
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?
Competitive Landscape
High
Multi-Function
Printers
Digital
Copiers
Analog
Copiers
Point of Sales
System
Transactional
Kiosk
Informational
Kiosk
Photo
Kiosk
Marketing
Kiosk
Commercial
Printers
Photo
Finishing
Low
Low
High
Technical Complexity
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 NonFujifilm 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 #1
CES-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
• 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
• Reported in ML7 arriving at 11:30
• GPS and Phone On-Site transaction shows arrival is 11:49
Example#1, Cont’d
• 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.