04.26.08
Filling a Void in the Field Services and Job Management Marketplace
Time was, only the big boys could afford to reengineer their operations to utilize mobile Field Services and Work Order database oriented systems. By that we mean, having the ability to store data in a formatted usable method for data collection and management analysis.
The majority of Small to Medium sized Businesses (SMBs) were happy with just receiving text messages from their main office, after which they inputted the work order information into their accounting system.
Companies that have evaluated and selected real time mobile data delivery and collection systems were usually surprised when software companies hit them with additional charges for customization and other special features.
We believe that with simple procedural changes and new business practices, many of the unique functions that a service provider may have could be resolved in other ways.
To be more specific, we believe that at the end of the day, no matter how complicated the goal is, what we do on a daily basis are a series of tasks to complete a job or project.
We therefore concluded that if companies could identify all or most of the measurable steps of a job and then input these tasks in the database once, almost as an ingredient of a recipe, then when the service call comes in, the dispatcher would simply select the project profile and click the tasks related to that project and the system would do the rest, by identifying which technicians are qualified and available to do the assignment.
The dispatcher would then select the tech and the project is would be available to be deployed to the field.
Our 80-20 rule is that 80% of service calls are routine and the remaining 20 % may be difficult or unique. So why not have a system where repeat calls are predefined and easily copied and deployed to the field? In addition, difficult jobs can still be defined in the system but they may be subject to some level of special handling after the fact.
In summary, the significant reduction in handwriting by the techs, the elimination of clerical re-keying in the office and the improvement of the invoicing process should be the main goals of this approach.
Field Services (HVAC, Plumbing, Delivery, Facility Maintenance, and Site Inspectors) companies could benefit from this approach.
Service providers should consider the following questions.
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1 |
How to shorten the time between last-mile worked and receipt of payment |
Comments
Get the cash in the bank faster |
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2 |
How to simplify the data collection process |
Reduce the after the fact data entry |
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3 |
How to eliminate redundancy and other internal “Special and Unique” activities |
Many internal functions should be reexamined for efficacy |
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4 |
How to train the next generation of service techs to utilize mobile devices |
Technology advances reshape the industry and eliminate old traditions |
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5 |
How to standardize their IT systems |
Keep things simple |
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6 |
How to utilize externally hosted computer systems |
Oftentimes, you don’t need a resident IT person |
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7 |
How to re-engineer their business without braking the bank |
A top-down systems analysis should be performed every two years |
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8 |
How to migrate from getting the job done to doing the job efficiently |
Customers will appreciate NOT seeing you too often |
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9 |
How best to grow the company without having to increase administration costs |
Reassign and retrain admin staff for other duties |
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10 |
How technology investments can improve the overall business |
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For more information on how Field Service Repair, Delivery and Site Inspection companies could benefit from the utilization of affordable field services technologies go to www.taskcaddy.com
Instant Benefits from TaskCaddy
- Using the TaskCaddy system, the project manager can input all task orders into the database. Task steps are defined once, and used often, so that the job ticket creation for routine maintenance projects is dramatically speeded up.
- All job standards – Task duration, scheduled stat time, planned material usage and other costs are measured against actual
- The field tech can print the work acknowledgement directly unto a mobile printer in the presence of the customer, thus speeding up the approval process and reducing return calls, faxes and unnecessary correspondence
- Using TaskCaddy, the supervisor would match the technician with the assignment before deploying the project
- Using TaskCaddy, the supervisor would attach installation instructions and other support material if required, to be viewed on the PDA or on the host server via the mobile device
- Using TaskCaddy, the supervisor may automatically assign multiple projects to multiple techs (paperless)
- Using TaskCaddy, the system would match tasks by qualifications and certifications
- Using TaskCaddy, the tech start-stop activity would be logged and sent to the main server
- Using TaskCaddy, the tech would capture an electronic customer signature and print a service acknowledgement
- Using TaskCaddy, the system would automatically compute inventory usage upon job completion
- TaskCaddy provides the ability to store and reuse estimates from previously completed jobs for current or future use
- You can Incorporate the ability to use GPS for driving optimization and Location Based Tracking
- Using TaskCaddy a field tech has the ability to take a before and after photo capture of the job site
- Using TaskCaddy mangers can capture the task completion metrics and feed to Excel or other business reporting systems
For more information on how Field Service Repair, Delivery and Site Inspection companies could benefit from the utilization of affordable field services technologies go to www.taskcaddy.com
04.17.08
Mid-range Project Management Tools for Government
Government Agencies have a fiduciary responsibility to ensure project success. Trust and Verify should be credo for all projects
Developing an RFP is not an easy task. What with putting out sources sought and RFIs and all the work required for vetting responses and then coming up with a single document that successfully defines the problem, outlines the project parameters, and list the criteria for evaluation and successful award are a true test for agency officials.
How come after contract award and all of the happy talk, getting-to-know sessions and project governance rules, projects still fail or result in limited deliverables? How come there are always surprises? Why the numerous project post mortems and finger pointing?
Oftentimes the problems arise because of poor execution and even poorer communications between the two parties.
A project manager must perform like an orchestra conductor. He/she must turn their back to their audience (the ultimate customers) and wave the baton to the orchestra’s player’s (awardee(s)) trying to solicit unique notes from each team member, while keeping them all in sync to obtain the desired results.
An orchestra maestro is not required to be an expert at playing all instruments, but he must have an understanding of the acceptable output from each instrument. And if he senses any notes that are going astray he must take immediate steps to guide the player back on course. Live performances do not get to do a redo.
To summarize, the contract awardee may have many subs with a variety of roles and skills and who in turn may employ numerous persons with different execution skills. The government project leader must coordinate this risky proposition. No wonder projects are difficult to control.
Project difficulties often happens not for lack of tools. Hugh sums have been invested in complicated project tracking systems, but the understanding of these ‘big-iron” systems are often tenuous. A single project tool may not do the job.
When you purchase a vacuum cleaner it comes equipped with a variety of nozzle types and sizes. This is because you’ll not be effective if you choose to vacuum the stairs with the larger size nozzle. Thus the need for multiple flavors of project management tools for the multiple stages of a project.
Here’s what goes on in a typical project.
The Principal project manager is assigned and he briefs his subordinates as to the project charter. A timeline of high level issues is hammered out and inputted into a big project management software system.
Sub contractors are brought in at their required stages and they perform their tasks to the best of their abilities. This is the ideal, but reality is different.
Delays occur, personnel are rotated, change orders impact schedules, project managers are reassigned and budgets are strained as cash flow becomes the only thing that is managed.
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The Problems |
TaskCaddy Solutions |
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1 |
Difficult definition of Task Orders |
Capture tasks from the “big-iron” system |
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2 |
Rapidity of results of tasks |
Use mobile tools to capture info at the point of use |
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3 |
Prime feedback from Sub |
Utilize an affordable PM system for feedback |
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4 |
Qualification of task worker |
Build into TaskCaddy system |
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5 |
How to granulate project elements |
Ability to define and follow all tasks steps |
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6 |
Forest from the trees complications |
System is easy to use and has smaller footprint |
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7 |
Rotation of personnel severs project institutional memories |
TaskCaddy serves as a repository for all projects correspondence, notes and FAQs. |
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8 |
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For more information on how Government agencies could benefit from the utilization of affordable field services technologies go to www.taskcaddy.com
Instant Benefits from TaskCaddy
- Using the TaskCaddy system, the project manager can input all task orders into the database. Task steps are defined once, and used often, so that the job ticket creation for routine maintenance projects is dramatically speeded up.
- All job standards – Task duration, scheduled stat time, planned material usage and other costs are measured against actual
- The field tech can print the work acknowledgement directly unto a mobile printer in the presence of the customer, thus speeding up the approval process and reducing return calls, faxes and unnecessary correspondence
- Using TaskCaddy, the supervisor would match the technician with the assignment before deploying the project
- Using TaskCaddy, the supervisor would attach installation instructions and other support material if required, to be viewed on the PDA or on the host server via the mobile device
- Using TaskCaddy, the supervisor may automatically assign multiple projects to multiple techs (paperless)
- Using TaskCaddy, the system would match tasks by qualifications and certifications
- Using TaskCaddy, the tech start-stop activity would be logged and sent to the main server
- Using TaskCaddy, the tech would capture an electronic customer signature and print a service acknowledgement
- Using TaskCaddy, the system would automatically compute inventory usage upon job completion
- TaskCaddy provides the ability to store and reuse estimates from previously completed jobs for current or future use
- You can Incorporate the ability to use GPS for driving optimization and Location Based Tracking
- Using TaskCaddy a field tech has the ability to take a before and after photo capture of the job site
- Using TaskCaddy mangers can capture the task completion metrics and feed to Excel or other business reporting systems
For more information on how Government agencies could benefit from the utilization of affordable field services technologies go to www.taskcaddy.com
A Wireless World in Facilities Restoration
TaskCaddy in a Wireless World of Facilities Restoration
Scenario…
Your service demand has increased after the recent fires. Now a large multi-national hotel resort chain requires you to demonstrate your Restoration and Damage clean-up on-site task capabilities and reporting systems.
Constraint
You’ve also had high turnover at the management level in this business unit.
What to do?
Among the many choices you have are: (1) pull one of your best people off of an existing project and send him as a subject matter expert, (2) spend unplanned days and hours to mock up a demonstration system for the one hour presentation, (3) walk away from the deal.
Another Solution?
Utilize TaskCaddy, the Project Management and Mobile Deployment System where all common tasks are defined once in your data base. Actuated job standards are computed and placed in the database at the task level.
All daily work activities are planned and task based. And you have real-time visibility over the feedback your management team is receiving from the field. Not filtered by local management, not copied and massaged by intermediaries, but taken directly from that last-mile of activity, as it is entered into the PDA.
Typical TaskCaddy activities
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Description of Activity/Event |
TaskCaddy Function |
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You build a Room Restoration maintenance model of tasks for all common events and activities |
Task Master Data Base
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You know what parts inventory is required for each task |
Inventory by Task |
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Based on the Master Maintenance model, you already know how long certain activities will take |
Project Standards |
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Based on the actual from the previous visit you are able to update your setup standards to reflect today’s costs |
Project Costs |
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You already know the best Field Technician(FT) to assign to certain tasks, and you know his industry certifications |
Project Performance and Skills Matrix Data Base |
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You also know of other ongoing projects, the length of time required; the FTs assigned and the projected costs |
Current Project by Location |
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You could reassign the FTs to other projects, dynamically |
FT Assignment |
Using TaskCaddy, the Project Manager (PM)…
- Selects Project Bill of Task from previous visit
- Copies previous project into New
- Reviews inventory status
- Allocates inventory
- Assigns scheduled start dates and scheduled end dates
- Selects FT for project
TaskCaddy outcomes
- New project is created
- Automatically sends project tasks to selected FTs’ mobile PDAs
- Setup and task steps instruction are already predefined in the device
- You receive instant feedback on problems
- Instant feedback on task completion via the PDA
Benefits of using TaskCaddy, the Work-Smarter solution…
-Frees up Field Management to focus on planning
-Provides metrics for activity based costing
-Makes projects more predictable
-Optimizes utilization of personnel during project execution
-Seamlessly transacts inventory management activities
-Gives operational visibility for each location, real time
-Compare activities between selected properties
-Identify under utilized workers immediately
-Invoice the customer faster
Contact us @ 909 724-4876 www.qedinfosys.com
04.15.08
Pest Control Stories – Outdated Systems and Procedures – And Technology Solutions
The Pest Control guy came to our house to eradicate a roof-rat problem. Rats had made their way into the attic through an opening where the rafters meet the chimney. The pests made a cozy home up there.
The pest control tech performed an assessment, where upon we agreed that work should be done immediately.
He set some traps and left us with instructions that he would return to examine and remove the traps at selected intervals, after which he would seal the opening.
He returned for the first scheduled revisit and removed two traps that had become the last home of two unfortunate critters. He then reset new traps before departing.
The following week, we were surprised when a different tech arrived at the door. He said that the previous guy had left for an unscheduled family emergency and he, the new guy, would take over the account.
He wanted to know what the problem was. I was surprised that he was asking such a question.
Was he not advised by the previous tech? Answer no.
Did he not come with the paperwork from the previous visit? No. The office had dispatched him to the job site with just sketchy information, and besides he was new on the job and had not met the prior tech.
Believe it or not, this tech then asked me if I had a flashlight for him to see in the darkness of the attic. After reviewing the traps, he then called the dispatching office and asked permission for them to send a purchase order to a nearby hardware supplier for him to pick up the construction foam material which was needed to seal the hole beside the chimney.
This guy then left for the hardware store and we were forced to wait another twenty minutes before he returned. When I asked what took so long, he said that he also had to return to the warehouse to get a longer ladder to complete the job.
Amazing! A fifteen minute visit took close to an hour, from the time of arrival to completion.
How could these problems have been avoided? How could this account contract been more efficient?
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The Problems |
TaskCaddy Solutions |
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1 |
The initial assessment and documentation was done on paper
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Documentation inputted into the TaskCaddy mobile device at the point of use |
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2 |
The initial assessment and documentation was done on paper
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TaskCaddy reduces the dependency upon paper and its related handwriting problems |
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3 |
The assessment documentation could not be shared until after it was inputted into the computer by a third party at the office
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All data related to the project is stored in that project folder and is sharable to all concerned parties, immediately |
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4 |
Even if the documentation had been inputted into the computer, the technical would have had to print out the information prior to leaving the office.
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When a new tech is assigned to an established assignment, all related documentation are available for the new person to see on their mobile device |
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5 |
The hardcopy documentation could not be shared with the technician if he were at home
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The tech would receive all the new task orders or works orders when he turns on his mobile device, regardless of where he is in the state or country |
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6 |
The technician did not have the appropriate tools to address this particular assignment – no flashlight, no ladder, no information
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The TaskCaddy systems would have recommended the hardware tools required for the assignment |
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7 |
The technician did not have any repair supplies when he arrived at the job site
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TaskCaddy would have requisition all repair supplies when the project was created and the technician would have arrived at the job site with the recommended repair supplies. |
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8 |
The tech had to handwrite the job completion document in triplicate |
TaskCaddy prints a work completion document in the field, complete electronic customer signature. |
For more information on how Pest Control companies could benefit from the utilization of affordable field services technologies go to www.taskcaddy.com
Instant Benefits from TaskCaddy
-Using the TaskCaddy system, the project manager can input all task orders into the database. Task steps are defined once, and used often, so that the job ticket creation for routine maintenance projects is dramatically speeded up.
-All job standards – Task duration, scheduled stat time, planned material usage and other costs are measured against actual
-The field tech can print the work acknowledgement directly unto a mobile printer in the presence of the customer, thus speeding up the approval process and reducing return calls, faxes and unnecessary correspondence
-Using TaskCaddy, the supervisor would match the technician with the assignment before deploying the project
-Using TaskCaddy, the supervisor would attach installation instructions and other support material if required, to be viewed on the PDA or on the host server via the mobile device.
-Using TaskCaddy, the supervisor may automatically assign multiple projects to multiple techs (paperless)
-Using TaskCaddy, the system would match tasks by qualifications and certifications
-Using TaskCaddy, the tech start-stop activity would be logged and sent to the main server
-Using TaskCaddy, the tech would capture an electronic customer signature and print a service acknowledgement
-Using TaskCaddy, the system would automatically compute inventory usage upon job completion
-TaskCaddy provides the ability to store and reuse estimates from previously completed jobs for current or future use
-You can Incorporate the ability to use GPS for driving optimization and Location Based Tracking
-Using TaskCaddy a field tech has the ability to take a before and after photo capture of the job site
-Using TaskCaddy mangers can capture the task completion metrics and feed to Excel or other business reporting systems
For more information on how Pest Control companies could benefit from the utilization of affordable field services technologies go to www.taskcaddy.com
04.11.08
A Wireless World in Construction Sub-Contracting
TaskCaddy and a Wireless World of Construction Sub-Contracting
Scenario…
Your company has just been awarded a sub-contract from a major prime and you know that if this project is completed efficiently significant follow-on projects will come your way.
Constraints?
You are stretched thin at the management level, plus your skilled experts will have to work double overtime thus reducing the already slim profit even more.
What to do?
Among the many choices you have are: (1) pull one of your best people off of an existing project and send him/her as a subject matter expert, (2) hire unskilled workers and hope for the best, (3) walk away from the deal.
Another Alternative?
What if there been a common and reportable task reporting system that was instantly usable and was independent of expert users? That is why TaskCaddy was developed. Common tasks are defined once in your data base. Actuated job standards are computed and placed in the database at the task level.
All daily work activities are planned and task based. And you have real-time visibility over the feedback your management team is receiving from the field. Not filtered by local management, not copied and massaged by intermediaries, but taken directly from that last-mile of activity, as it is entered into the PDA. You see the feedback directly, over a secure web-based server, wherever you are in the world! From this you can then do reliable data analysis.
How can TaskCaddy assist you?
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Description of Activity/Event |
TaskCaddy Function |
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You build a model of tasks for all common events and activities related to the project |
Task Master Data Base
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You know what parts inventory is required for each task |
Inventory by Task |
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Based on the Master Construction model, you already know how long certain activities will take |
Project Standards |
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Based on the actual from the previous visit you are able to update your setup standards to reflect today’s costs |
Project Costs |
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You already know the best FT(Field Technician) to assign to certain tasks, and you know his industry certifications |
Project Performance and Skills Matrix Data Base |
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You also know who is your customer representative at each location |
Customer Location Contact Person |
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You also know of other ongoing projects, the length of time required; the FTs assigned and the projected costs |
Current Project by Location |
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You could reassign the FTs to other projects, dynamically |
FT Assignment |
Using TaskCaddy, the Project Manager (PM)…
- Selects Project Bill of Task from previous visit
- Copies previous project into New
- Reviews inventory status
- Reserves inventory
- Issues inventory
- Assigns scheduled start dates and scheduled end dates
- Selects FT for project
TaskCaddy outcomes?
- New project is created
- Automatically sends project tasks to selected FTs mobile PDAs
- Inventory is pulled and staged
- Setup and task steps instruction are already predefined in the device
- You receive instant feedback on problems
- Instant feedback on task completion via the PDA
All the above is done without having to modify a single piece of software!
Benefits of using TaskCaddy, the Work-Smarter solution…
-Frees up Construction Management to focus on planning
-Provides metrics for activity based costing
-Makes projects more predictable
-Optimizes utilization of personnel during project execution
-Seamlessly transacts inventory management activities
-Gives operational visibility for each location, real time
-Compare activities between selected properties
-Identify under utilized workers immediately
-Invoice the customer faster
A Wireless World in City Maint
Wireless Inventory and Job Control at the Engineering Department
Scenario
Maintaining optimum inventory control at that critical “last mile” of work activity, while proving upper management with timely reporting on the progress and completion of projects at all locations within the rail system.
Constraints?
The existing Warehouse Management System, although appropriate for controlling parts inventory in the central facility, lacks the ability to provide real-time inventory control at the point of use, and is largely dependent on a paper-based work-order and job assignment system that is out of date and difficult to maintain. All field information must be inputted after the fact, thus contributing to unnecessary limitation on Signals’ management performance.
What to do?
Among the many choices are, (1) Continue to maintain/modify an old out of date software system (2) Conduct extensive review/research and needs assessment that may take years to complete and execute (3) fast-track an affordable solution that could be interfaced with the WMS and provide immediate relief and cost savings.
The fast-track solution is TaskCaddy, the Mobile Deployment Management System that has the following features…
Ability to provide inventory accounting for material used in the field.
Ability to account for recycled inventory used in the field and return to stock or reclaim for repairs.
Ability to return stock to inventory.
Ability to automatically transfer data from the field to the server without human intervention.
Ability to create purchase requisitions.
Ability to issue inventory kits to the job.
Ability to match project requirements against the skills of the personnel database.
Ability to compute actual costs and compare with planned time.
Ability to identify subcontracts and pay based on time spent on the task.
And Much More…
How can TaskCaddy assist you?
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Description of Activity/Event |
TaskCaddy Function |
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You build a engineering maintenance model of tasks for all common events and activities |
Task Master Data Base
|
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You know what parts inventory is required for each task |
Inventory Required by Task |
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Based on the Maintenance model, you already know how long certain activities will take |
Project Standards |
|
|
Based on the actual from the previous visit you are able to update your setup standards to reflect today’s costs |
Project Costs |
|
|
You already know the best FT(Field Technician) to assign to certain tasks |
Previous Project Performance |
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You also know who is your customer representative at each location |
Customer Location Contact Person |
|
|
You also know of other ongoing projects, the length of time required; the Fts assigned and the projected costs |
Current Project by Location |
|
|
You could reassign the FTs to other projects, dynamically |
FT Assignment |
|
|
|
|
Using TaskCaddy, the Project Manager (PM)..
- Selects Project Bill of Task from previous visit
- Selects Copy of previous project into New
- Reviews inventory status
- Reserve inventory
- Issues inventory
- Assigns scheduled start dates and schedule end dates
- Selects FT for project
TaskCaddy outcomes?
- New project is created
- Automatically sends project tasks to selected FTs mobile PDAs
- Inventory is pulled and staged
- Setup and task steps instruction are already predefined in the device
- You receive instant feedback on problems
- Instant feedback on task completion and inventory usage via the PDA
Benefits of using TaskCaddy , the Work-Smarter solution…
-Frees up Facilities Management to focus on planning
-Provides metrics for activity based costing
-Makes projects more predictable
-Optimizes utilization of personnel during project execution
-Seamlessly transacts inventory management activities
-Gives operation visibility of each location, real time
-Ability to compare activities between selected job sites
-Ability to identify underutilized workers, immediately
04.10.08
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