Frequently Asked Questions. Work Management Customer FAQs. July 2011

Transcription

1 Frequently Asked Questions Work Management Customer FAQs July 2011

2 Table of Contents General... 1 What is Work Management?... 1 How does Work Management help companies?... 1 What are the key benefits for Work Management?... 1 Which browsers are supported?... 2 Can I use a smart phone to run Work Management?... 2 What are the desktop system requirements to run Work Management?... 2 What are the hardware and firmware requirements?... 2 What are the solution s limitations?... 2 Dispatch Operation Questions... 3 How many users can access and dispatch jobs in a single account?... 3 How does it handle incomplete work/tasks?... 3 How does it handle work that is spanned across multiple days?... 3 How is a work order handled when it is canceled?... 3 Is there a way to notify customers what the ETA is?... 3 Can I dispatch based on skills?... 3 Can I use this system to track parts?... 3 Work Management Mobile Mobile Worker Component... 4 Which mobile devices are supported?... 4 Documentation and Materials... 4 What documentation exists for Work Management?... 4 What training exists for Work Management?... 5 Trimble Navigation Limited ii

3 General What is Work Management? Trimble GeoManager Work Management enables you to manage your fleet productivity by providing you visibility into vehicle and mobile worker utilization. The solution helps you complete more work and reduce overtime while meeting customer commitments. Integrated with Fleet Management capabilities, Work Management delivers the circle of services that make it easy for you to route, schedule and dispatch work to maximize the mobile workday and increase productivity. How does Work Management help companies? The strength of Work Management is its ability to help dispatchers manage a team of mobile field workers and monitor their progress against the plan for the day. It allows the dispatcher to handle in-day complications through the use of intelligent tools that help resolve dispatch problems, such as unexpected worker sickness, changes to appointment times, emergency trips and route overruns. Work Management has four key capabilities: Intelligent Advisor/In-Day Planner to help optimize schedules, routes and workloads. Work Management Mobile to improve communication between drivers and dispatchers. Performance Manager to measure performance and help keep commitments. Fleet Management to manage mobile workers during the workday. What are the key benefits for Work Management? Manager and dispatcher benefits: Increase mobile worker productivity by monitoring arrival time, distance travelled, stops made and overtime Reduce travel time and lowering fuel costs through route optimization Improve efficiency by comparing planned vs. actual work done per day Improve quality of service by adjusting schedules and reassigning work in jeopardy Improve dispatch speed with electronic communication Mobile worker benefits: Improve communication by using laptop or smart phone with a browser to view work details and provide current work status Increase productivity by receiving work assignments without having to return to the office Increase earning potential by completing more jobs Reduce driver stress and improve customer satisfaction by reaching the customer on time Trimble Navigation Limited 1

4 Which browsers are supported? Browser Microsoft Internet Explorer 8 Microsoft Internet Explorer 7 Microsoft Internet Explorer 6 Firefox 3 Firefox 4 Chrome Opera Supported Yes, on Windows-P and Windows Vista Yes, on Windows-P and Windows Vista No Not officially supported, but Work Management works very well with Firefox. No. No No Can I use a smart phone to run Work Management? The dispatcher part of Work Management is designed to work with PC based browsers. Mobile workers can access the mobile client, which contains the daily work schedule, on a smart phone, PDA, tablet or laptop. What are the desktop system requirements to run Work Management? Windows P 1 GB RAM Windows Vista 2GB RAM What are the hardware and firmware requirements? Work Management does not require specific hardware or firmware versions to run. The following will work: ilm 2700s Firmware 2.x or later ilm 3100s Firmware 5.x or later ilm 4500s Firmware 4.0 or later TVG 660 Firmware 1.5 or later TVG 850 Firmware 6.0 or later What are the solution s limitations? The maximum size of a task CSV upload file is 1GB. There are no limits to the number of tasks that can be uploaded in any one time period. The maximum size of a schedule CSV upload file is 1GB. There are no limits to the number of schedules that can be uploaded in any one time period. Trimble Navigation Limited 2

5 Dispatch Operation Questions How many users can access and dispatch jobs in a single account? There are no inherent limits. How does it handle incomplete work/tasks? There are two methods: The dispatcher can run a search Tasks dispatched but not yet completed to find a list of such tasks. The dispatcher can discuss each task with the associated employee and either close the job if it is finished or change it back to unassigned. If the job is unassigned, the dispatcher then have to decide what to do with the job - cancel, re-assign, leave unassigned or call the customer to change the appointment time and date. The mobile worker can also manage outstanding tasks from the previous day through the mobile web client. The worker can close the task if it is finished or return it if they have not worked on it. If the worker returns the task, the dispatcher will then have to decide what to do with the job - cancel, re-assign, leave unassigned or call the customer to change the appointment time and date. How does it handle work that is spanned across multiple days? Work Management assumes that a multi-day task will be undertaken without any break. It does not split it automatically into a number of days, keeping each portion within the working day of the assigned employee. How is a work order handled when it is canceled? A work Order can be cancelled by the dispatcher in the UI or by a web service. If this task has already been dispatched to a mobile worker, then it will be removed from the task list on the mobile device the next time the worker refreshes his/her task list. Note: A task cannot be canceled if it is already in progress. Is there a way to notify customers what the ETA is? The dispatcher can look on the time line to see what the expected start time is for that task and can check the status of the mobile worker to see if he is en route to that task location. The dispatcher can then communicate this to the customer. Can I dispatch based on skills? There is no automatic support for skill matching employees to types of work. This is a candidate item for a future release. The dispatcher usually knows the capabilities of his team and can assign tasks accordingly or narrow down the set of candidates for the Advisor based upon knowing who has the right skills for a particular assignment. The skills can also be listed in the employee description field, which is visible in the Work Management user interface. Can I use this system to track parts? No. Work Management does not support parts or inventory management at this time. Trimble Navigation Limited 3

6 Work Management Mobile Mobile Worker Component Which mobile devices are supported? Work Management Mobile is not a client application. It works with web browsers so that it will work with most smart phones and smart devices that have a built-in browser. Testing has confirmed: Hardware Browser Opera Safari MS Internet Explorer Apple iphone Other Operating System 4.1 (8B117) Apple ipad (7B500) Bold 9000 Bold 9700 Bold 9780 HTC Desire HTC EVO HTC Touch 2 Trimble Nomad Trimble Juno (Bundle 1004, Platform ) (Bundle 1022, Platform ) Native Android Native Android Android 2.2 Android 2.2 Windows Mobile 6.5 Professional Windows Mobile 6 Windows Mobile 6.1 Documentation and Materials What documentation exists for Work Management? Currently, there are two documents available for end-users: On-line help is available within the Work Management tab Trimble Navigation Limited 4

7 A quick reference guide for the Mobile Worker is available in the documentation section of your GeoManager account. An additional document is available for systems integrators: WorkManagement Web Services Developer's Guide is available from your Trimble account manager upon request. What training exists for Work Management? Training courses focused on Work Management are available through the Trimble MRM University Learning Center. For information about the Trimble MRM University courses, please go to the Training link in your GeoManager account or send an to FAQ-WorkMgmt-13Jul11US July Copyright 2011, Trimble Navigation Limited. All rights reserved. Trimble and the Globe & Triangle logo are trademarks of Trimble Navigation Limited registered in the United States Patent and Trademark Office and other countries. TrimWeb and TrimView are trademarks of Trimble Navigation Limited. GeoManager is a service mark of Trimble Navigation Limited. All other trademarks are the property of their respective owners. Trimble Navigation Limited 5