9:10 Chairperson’s Opening Remarks

9:15 Integration Of Mobile Workforce Technology To Leverage Operational Efficiencies And Continuous Improvement Activities

Chuck Cohen,
Vice President Field Service,
Hill-Rom

Are your key metrics out of line with your competition and peer groups? In the world of support operations, leveraging assets is the name of the game in ensuring that your organization will remain competitive. Continuous improvement of processes, leveraging assets and human capital are essential to effective field service organizations. Business managers and organizations need to leverage technology solutions as enabling platforms for continuous improvement activities. Mobile technology is redefining the industry for best in class companies who have an objective for long term competitive differentiation. In this session Chuck highlights Hill- Rom’s processes in:

• Developing a mobile workforce technology platform
• Achieving key success elements
• Real-time workflow management
• Inventory accuracy (GAP principles)
• Returnon invested capital (ROIC), days sales outstanding
(DSO), credits as a percentage of revenue reduction
• Leveraging key metrics
• Is your mobile workforce technology useful and effective
• Does it drive improvements in business metrics
• Margin expansion
• Customer satisfaction/quality
• Exploring Next steps
• GPS technology
• RFID Technology
• Dispatching/scheduling capability

10:00 Exploring Strategies ToAvoid Technician Rollout While Cutting Costs & Utilizing GPS Tracking To Ensure Technician Productivity

• Broadening the knowledge and support of your specialized technicians on multiple product lines
• Exploring best practices to deal with consumer angst
• Evaluating strategies that best meet affordability
• Providing technician training on your knowledge management system
• Effectively relating your open service events through GPS tracking
• Distributing workload information and regionalizing work orders by technician availability
• Optimizing the data relation between reporting back office from previous service events for parts needed

11:15 Panel Session: Leveraging Mobile Workforce Solutions To Reduce Operating Costs And Increase Efficiencies

• Creating a seamless end user experience by integrating multiple solutions onto one platform
• Evaluating the benefits of creating one platform for all of your mobile solutions to communicate
• Identify which operations (i.e. field engineering, customer information systems, outage management, work management systems) to implement the software
• Determining which skill sets are required vs. what skills sets the end users have
• Deciding to go with an on or off-the-shelf product
• Assessing the need to use a third-party transforming tool or not
• Implementing a cost benefit analysis model to predict expected long-term ROI
• Continuously monitoring operational performance of each support function

1:00 Southern Company Case Study: Integrating Field Tools And Multiple Applications To Increase Workforce Productivity

Ed Carlsen,
Manager Distribution Management Systems,
Georgia Power

Southern Company has recently completed a deployment of the Ventyx Service Suite software to over 1800 field users. This deployment encompasses numerous types of users and work including meter-related activities, outage first responders, maintenance crews, engineers, forestry, and claims. Along with their deployment they’ve also added a reporting tool to optimize monitoring and productivity measurement. The integration of the various systems (mobile work management, customer information system, outage management system, AMI Automated Metering Infrastructure, etc.) has be an important part of this enterprise deployment. In this session Ed highlights their lessons learned in:

• Leveraging technology to track and manage workforce workload and performance
• Effectively on-boarding technicians with technology through training and on-going daily support
• Integrating AMI with an outage management system
• factoring scheduled work from your workforce management system to avoid reporting errors and outages due to scheduled meter work
• Improving forecasting and analysis through automation

1:45 Ask The Experts Panel Session

Hosted by

After two full days of information being shared our industry experts will take the time to answer your questions personally. Didn’t get a chance to meet a particular presenter, missed an important part of the session or do you need an additional explanation or perspective on any particular issue or challenge? This is your opportunity to expand on your takeaways and get the answers for which you came.

2:30 Conclusion Of Field Workforce Optimization Summit