Seamless End-to-End Workflow Management. Work Hub

Transcription

1 Seamless End-to-End Workflow Management Work Hub

2 01 Field based service: getting every step right. 1. Planning and Forecasting 5. Performance Management 2. Customer Service and Appointments Work Management System Reliable, seamless data flow. Defining cases including adding issues. Deriving tasks & sequencing work items. Managing contracts, resources & stock. Progressing work flows & job costing. 4. Mobile Workforce 3. Scheduling and Dispatch

3 02 Driving greater efficiencies through agile and intelligent workflow management not only increases the productivity of your field-based workforce, but also ensures that you deliver a highly effective service to your customer s environment. The challenge of any field-based organisation is how to efficiently manage the flow of work between central functions and field-based operatives, how to co-ordinate cases that have multiple work items that span multiple teams or skills, and to ensure that every item of work is conducted in the most efficient way possible. Kirona Work Hub directly addresses this challenge, providing a holistic work management solution that pulls disparate systems together, enabling you to define and continually improve best practice and to harness the full power of dynamic scheduling and mobile working. Holistic Work Management Enabling you to define your work and your available resources, and consequently ensure that every permutation of work allocation is taken into account when scheduling tasks. This allows you to fully optimise your workforce, to reduce costs and meet your customer commitments. Agile & intelligent Working Enabling you to define how each work item should be managed and to continually monitor and refine this to work smarter. Leveraging our blue print of the optimum approach enables intelligence to be applied to how tasks are sequenced and allocated to optimise the use of resources. Frictionless Processes By acting as the focal point for work management, Work Hub removes the need to manage different parts of the process in different systems. Either used as a stand alone system or with seamless integration to Dynamic Scheduling, Mobile Working and back-office systems, Work Hub simplifies processes and drives greater levels of automation.

4 03 Holistic Work Management

5 04 A holistic approach to work management ensures that tasks are no longer managed in isolation or silos, but all relevant information is taken into account and work is efficiently managed across the entire organisation. Work Hub enables you to see the complete picture when managing work, fully leveraging the information available in existing systems and filling any gaps that may exist with intuitive data management capabilities. A single instance or Work Hub can be used across multiple service areas. Customers & Contracts Work Hub enables you to manage all relationships in a single place including the contracts you deliver, customers, sub-contractors and merchants. Contact history and contractual detail can be leveraged when scheduling work or placing orders. This either leverages your existing CRM or provides you with that capability. Resources & Stock Work Hub allows you to clearly define the resources you have available to fulfil work, whether that be people, contractors, vehicles, plant or inventory. You are able to assign resources to work items, manage and monitor stock from merchant to utilisation on a job and manage flow of work between internal and external resources. Work Work Hub enables you to fully define the work you undertake. You can log cases and define these as one or more issues. Service requests are then extrapolated from the issues, with required tasks to resolve being automatically allocated. A workflow then dictates the chain of events that must take place to satisfy the service request, this workflow can consist of work assessments (inspections), work orders, specific jobs and work audits if required. Financials By managing the detail of work, the resources and stock utilised to complete it, Work Hub provides full job costing. It also enables greater controls with different workflows being triggered dependent on cost, i.e. requiring an inspection. Rules can also be applied in terms of the allocation of work to contractors ensuring meticulous cost management.

6 05 Agile & Intelligent Working

7 06 Agile and intelligent working enables you to continually improve the way you work, driving efficiencies across the resources at your disposal and ensuring that you always deliver the best possible service to your customers. By allowing you to define, monitor and manage every element of your office based workflows and field-based working, Work Hub enables you to continually improve the efficiency of your operation. Intelligence gathered about the most optimum way to schedule allows workflows to be streamlined, while the ease at which workflows can be adjusted means that any inefficiencies can be quickly addressed. From Case To Task Work Hub provides you with a single place to track every element of work from the original case through to the associated issues and the work orders and constituent jobs to address these issues. This not only ensures a complete and thorough approach to case management, but also an efficient method of managing workflow. Intelligent Blue Prints As well as defining the work items associated with each issue, Work Hub also applies an intelligent blue print of the dependencies and optimum sequence of these work items. This ensures that the most efficient resource is utilised on each work item and the overall work is completed in the optimum way to reduce total cost and lapse time. Adaptable Workflow Work Hub is able to intelligently manage work in progress. Issues that arise or intraday delays are all taken in its stride and workflows are adjusted to ensure that customer promises are met, all whilst still maintaining the most effective use of resources. Cost Management With the ability to define contractual relationships, budget thresholds and to fully manage stock, each job can be accurately costed. This level of visibility enables you to put in place the required checks and balances across all activities to drive efficiencies.

8 07 Frictionless Processes

9 08 Automation that smooths processes drives better working. It removes the need for manual intervention, it reduces the risk of mistakes and it ensures that every part of your field-based service organisation runs like clockwork. Work Hub has been specifically designed to bring together all of the systems, data and steps required to smoothly deliver field-based services. It fully manages the complete lifecycle of cases and intelligently turns issues into sequenced work items that can be automatically progressed through to completion. A Single Hub For All Work By understanding the nature and type of work being performed, managers are able to spot trends in changing demands, enabling more effective alignment of the workforce to the demands of the business. As Work Hub can be implemented for multiple service areas, cross departmental working is simplified. Automated Process Progression Through tight integration to dynamic scheduling and mobile working, workflow is no longer dependent on manual triggers to progress. Work Hub is able to automatically request work items to be scheduled and, when the job is completed, automatically trigger the next part of the workflow. Managing Exceptions Exceptions always arise, the secret is being able to take these in your stride. Work Hub can detect exceptions, such as recurring issues, and introduce additional steps, for example an inspection. It is also able to act on issues that arise during work, enabling workflows to be adjusted following a request from the field. Optimising Projects Work Hub does not just focus on responsive services, it enables you to manage project based or cyclical based work such as housing void management, gas servicing or routine maintenance. In a similar way, a project is broken down into its constituent work items and the project is managed as a sequence of workflows.

10 09 Business impact By utilising Kirona Work Hub, service organisations can transform the way they define, manage and execute field-based work, driving greater efficiencies, enabling continuous improvement and ensuring that they deliver the best possible service to customers. Simplifying Management Through a single hub for all work management that is intuitive to use and comprehensive in the way it enables work to be defined, managed and executed. Automating Workflow By removing the need to operate in silos and across multiple systems. Managing both the flow of work and data across different areas and enabling frictionless working. Increasing Visibility By having a single place where the end-toend case is captured and monitored. Providing holistic insight into the operation and its effectiveness at delivering against objectives. Continually Improving Allowing for a greater understanding of processes and work to be gained and leveraging intelligence to refine and continually optimise processes. The system we have in place is now more reliable, and staff are more productive. They don t need to visit the offices any more, they can go to their first job from home and work throughout the day. Neil Martin, Business Manager at Sandwell Council The relationship we ve got with Kirona is a really good one. We meet regularly, we speak via , and moving forward I can only see it getting better. We are planning on developing our systems even further and widening the Work Hub to other services in Sandwell Council, so the relationship with Kirona will just grow and grow. Ryan Davis, Senior Repairs Co-ordinator and Systems Officer at Sandwell Council

11 10 About Kirona Founded in 2003, Kirona is recognised as a leader in the development and delivery of Field Force Automation software solutions. We are successful because we tailor our approach to guarantee our customers achieve their business goals: increasing the number of jobs they carry out each day, reducing overheads such as fleet mileage and administration, and providing better customer satisfaction. Over 20m has been spent in R&D on our product with over 40,000 field workers now relying on our software to undertake their work. Our portfolio of business applications enables them to streamline their service: Automatically schedule jobs and monitor their progress in real-time Reduce administration and travel in the mobile operative s day to provide more time for core tasks Locate and track your field based assets for operational and lone worker purposes Over 20m has been spent in R&D of on product with over 40,000 field workers rely on our software to undertake their work every day. These applications can be fully integrated with their existing infrastructure, or rolledout as independent solutions, with the option of being hosted in Kirona s Private Cloud. In both scenarios the workflow is seam-less from the time a customer requirement for a service is created, to its delivery by the organisation s workforce.

12 General enquiries Tel: +44 (0) Head Office Kirona, Barrington House, Heyes Lane, Alderley Edge, Cheshire SK9 7LA