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WORK MANAGER is a newly developed and deployed
comprehensive service request workflow management
and control solution.
WORK MANAGER plugs the gap between SMS ( Service
Management System - 'about the job' ), CRM ( Customer
Relationship Management System - 'about the client/customer'
) and RMS ( Resource Management System - 'about
the resource required to deliver service' ). Work
Manager ensures that workload will be delivered
as efficiently and effectively as possible.
At the heart of the solution lies an extensive
rule base that captures, maintains and refines
all service delivery objectives and constraints.
This rule based approach allows WORK MANAGER to
successfully address the key business driver of
any and all field service operations companies
- minimise cost of service delivery for defined
and assured levels of service.
Cost of service delivery, in particular the key
costs associated with field operatives and back-office
administration staff, is attacked aggressively
via fully automated facilities that drive out
optimised and prioritised work queues and committed
work schedules from rule driven baseline and refined
plans. The right work of the right volume is queued
for the right field operative at the right time,
automatically - back office staff requirements
are minimised while field operations staff utilisations
are optimised. The 'management by exception' ideal
is reinforced and supported by intuitive, responsive,
flexible and targeted functional reporting, alerting
and intervention mechanisms.
Required levels of service and individual service
option requirements are key attributes that will
be navigated and assured throughout all WORK MANAGER
service delivery decision processes and optimisations.
Further, WORK MANAGER provides opportunity to
vary or extend the description of service that
will be delivered in the field for each particular
service option offer, providing configured customisations
and extensions to baseline services where such
contractual opportunities are attractive to the
service provider or are required by their clients.
Particular to WORK MANAGER, user configurable
Extended Work Flow rule definition and rule execution
scheduling facilities are built in to the product.
Not only do such facilities allow differentiation
of work flow actions against classifications of
work, using configured and system collected knowledge
addressing work status, operational performance
priorities and contractual objectives, they also
provide the ability to respond quickly and effectively
to new exceptional or extended service requirements.
The solution has been designed using the accumulated
knowledge of some of the most experienced personnel
within the Utility Data Collection industry and
with the declared aim of facilitating a step change
in business efficiency and service level delivery.
However, whilst WORK MANAGER explicitly and
extensively supports the business process of Utility
Meter Reading and Data Collection, a key design
remit was to deliver inherent flexibility to enable
support of alternate business processes into which
the more visionary Metering Companies will undoubtedly
seek to expand, for example, doorstep payment
collection, debt recovery, canvassing, marketing,
product or document delivery etc. WORK MANAGER
delivers the same exceptional levels of coverage
to any number of co-existent service delivery
types provided by the service provider.
WORK MANAGER is designed to be deployed in conjunction
with FIELD MANAGER.
However, alternative field solutions can be integrated
if desired.
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