Work Force Management Workforce Management

TERM PAPER ON WORK FORCE MANAGEMENT AT ERICSSON

October 25

2013

SUBMITTED TO:

SUBMITTED BY:

MS. TEENA BAGGA,

DEEPALI MISHRA (C - 40)

I.T DEPARTMENT,

NIKHIL KUMAR SHARMA (C - 51)

PROGRAM LEADER (MBA – GENERAL)

MBA GENERAL - SECTION C

AMITY UNIVERSITY, NOIDA

BATCH - 2013-2015

Preface The purpose of this term sheet is to identify the procedure of workforce management of Ericsson. A study of how workforce management have been developed & how it is been practised. The observations of this study has been developed by a number of design implications for the workforce management module in the Ericsson Trouble Management solution.

Workforce management (WFM) encompasses all the activities needed to maintain a productive workforce. Workforce management encompass field service management. This provides software to optimally plan and dispatch field service technicians and their properly stocked vehicles to a customer's location in a timely manner in order to deliver against their service commitments.

This project is meant to provide the reader with an understanding of Workforce management. The main focus was on the implementation of workforce management by Ericsson in India.

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Acknowledgement We take this opportunity to express our profound gratitude and deep regards to our guide Mr. Jaishankar Mishra for his exemplary guidance, monitoring and constant encouragement throughout the internship. The blessing, help and guidance given by him time to time shall carry us a long way in the journey of life on which we are about to embark.

We also take this opportunity to express a deep sense of gratitude to Mr. Lalit Sharma for his cordial support, valuable information and guidance, which helped us in completing this report.

We are obliged to Ms. Teena Bagga, for the giving us this opportunity to work on this research paper, mentoring us by giving her continuous support and guidance & valuable information provided by them in their respective fields. We are grateful for her cooperation during the period of preparation of this report.

Lastly, we thank almighty, our college, family and friends for their constant encouragement throughout our work.

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Table of content SR NO.

SR. NO

TOPICS

PAGE NO.

INTRODUCTION

5

WORK FORCE MANAGEMENT

6

PARTS OF WORK FORCE MANAGEMENT

6

ACTORS IN WFM PROCESS

6

2.1

DISPATCHER

6

2.2

FIELD TECHNICIAN

7

TOOLS OF WORK FORCE MANAGEMENT

7

3.1

N.O.C SYSTEM

7

3.2

CLICKMOBILE WAP

7

3.3

WORKFORCE MANAGEMENT (WFM) SYSTEM

7

INTRODUCTION TO CLICKSCHEDULE

7

ACTIVITY - AUTOMATIC REQUEST OF WO

9

1 1.1 2

3

4 4.1

CREATION 4.2

ACTIVITY - MANUAL REQUEST OF WO CREATION

9

4.3

ACTIVITY - CREATE WORK ORDER

10

4.4

ACTIVITY: VIEW & VALIDATE WO DETAILS

10

4.5

ACTIVITY - SCHEDULE WORK ORDER

10

4.6

ACTIVITY- DISPATCH WORK ORDER

11

4.7

SINGLE WORK ORDER DISPATCHING

12

4.8

ACTIVITY - VIEW WORK ORDER DETAILS

12

FIELD TECHNICIAN WITH A CLICKMOBILE WAP

13

5

DEVICE 5.1

ACTIVITY- ACCEPT WORK ORDER

13 Page | 3

5.2


13

DEVICE 5.3

FIELD TECHNICIAN WITHOUT A CLICKMOBILE

13

WAP 5.4

ACTIVITY - REJECT WO FROM FIELD

13

5.5


14

DEVICE 5.6


14

WAP 5.7

ACTIVITY - REPORT WORK ORDER IN-PROGRESS

14

5.8


15

DEVICE 5.9


15

WAP 5.10

ACTIVITY- REPORT MISSING EXTERNAL DATA

16

5.11

ACTIVITY- REPORT MISSING INTERNAL DATA

16

WORK ORDER TYPE

17

6.1

DUE DATE

18

6.2

FORM FOR CREATION OF NEW WORKORDER

19

6.3

STATUS VALUES

19

7

REASON FOR STATUS CHANGE

22

8

BENEFITS OF WORK FORCE MANAGEMENT

22

9

CONCLUSION

23

10

REFERENCES

25

11

ABBREVIATIONS

26

6

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INTRODUCTION ABOUT ERICSSON 

Ericsson is a Swedish multinational technology company founded by ‘Lars Magnus Ericsson’ in 1876 at Stockholm, Sweden.



It is present in more than 180 countries of the world and it‟s headquarter is at Kista, Stockholm, Sweden.



Ericsson came in India in 1903 in Calcutta. There are 13 offices and above 700 employees with head office present in Noida.



Ericsson is one of the leading telecommunication companies in the world and supports over 450 networks worldwide. It provides telecommunications and IP networking equipment including mobile broadband, cable TV, IPTV and video systems, and has an extensive services operation.



Ericsson has been designing cellular radio systems since the 1970‟s. It offers network products for all major standards, both analogue and digital. The largest Ericsson markets, measured in number of subscribers using an Ericsson system are Asia Pacific, North America and Europe.



In 2012 it was the world's largest provider of wireless network equipment, with a market share of 38%.



Ericsson has a wide-ranging portfolio of patents for a variety of technologies, and was also the inventor of the Bluetooth short-range wireless technology.



Ericsson is the world's most successful supplier of mobile network infrastructure equipment and supplies 30% of the world's mobile telephony market. Ericsson supplies 35% of the world's GSM/GPRS systems and 40% of 3G/WCDMA systems market

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

In the days after the attacks Ericsson helped with setting up extra mobile antenna around the ruins of the world trade centre to increase the coverage.



Ericsson also contributed in rescue work by developing a special computer program that could be used to identify mobile phones found in the debris.

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In the early 20th century, Ericsson dominated the world market for manual telephone exchanges.



The world's largest ever manual telephone exchange, serving 60,000 lines, was installed by Ericsson in Moscow in 1916.

1. WORK FORCE MANAGEMENT Workforce management (WFM) encompasses all the activities needed to maintain a productive workforce. Workforce management encompass field service management. This provides software to optimally plan and dispatch field service technicians and their properly stocked vehicles to a customer's location in a timely manner in order to deliver against their service commitments. In many markets and industries, workforce management is all about assigning the right employees with the right skills to the right job at the right time.

1.2 PARTS OF WORK FORCE MANAGEMENT 

Actors in Work Force Management



Tools of Work Force Management

2. Actors in WFM process 2.1 Dispatcher The Dispatcher is the main user of a WFM system being responsible for scheduling the work orders to the individual Field Technician as well as for handling and updating of the work orders.

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2.2 FIELD TECHNICIAN: Field Technician represents the field resources assigned to carry out the service work. In order to report progress on the work being perform the field technician must interact with the Dispatcher for him to make updates in the WFM system.

3. TOOLS OF WORK FORCE MANAGEMENT 3.1 N.O.C SYSTEM The NOC refers to the Network Operating Centre. The NOC can either be controlled by the Customer or by Ericsson. The NOC system refers to the internal ticket system used at Ericsson Resolution for pilot India. The NOC systems are interfaced to the ClickSchedule.

3.2 CLICKMOBILE WAP ClickMobile WAP is a web application that field technicians will use the view work orders and reports on their progress.

3.3 WORKFORCE MANAGEMENT (WFM) SYSTEM WFM system, the software application, is an active participant in the new service lifecycle. It includes the following applications: ClickSchedule and ClickMobile WAP.

4. INTRODUCTION TO CLICKSCHEDULE ClickSchedule is a software package designed to assist large service organizations with managing their field service work force. It provides a user-friendly graphic interface to create and update the schedule for various field technicians throughout the organization. The ClickSchedule system will help the dispatcher to make scheduling decisions, as well as alert the Dispatcher in the case he must take action for a specific work order. The tool enables both manual as Page | 7

well by the application supported creation and management of the schedule for the Field Technicians belonging to the organization. The ClickSchedule application is integrated with externally owned (e.g. Clarify) as well internally owned (e.g. Ericsson Resolution) ticket handling systems. In addition the application is also integrated with the ClickMobile-WAP application (used for mobile communication with the field force) as well as with ClickAnalyze application (used for reporting of the field force performance). ClickSchedule is built upon the “W-6 Framework,” which presents the service operation, and in a structured manner reflecting “Who, does what, for Whom, When, Where, with What.” These each represent a relevant concept within the ClickSchedule application. 

Who - Field Technicians to consider and/or assign



Does What - Type of work needs to be completed



For Whom - Customer that requires service



When - Times to consider relative to working hours, commitments to customers



Where - Location of the equipment that requires service



With What - Types of tools, trucks, or other required resources

The primary purpose of ClickSchedule, on its own or in conjunction with human schedulers, is to make the best possible decisions to determine Who should do What and When. The secondary purpose of ClickSchedule is to handle service dispatching, i.e. the communication of assignments to the field force, as well as to respond to updates from the field.

The WFM process is initiated by the NOC system sending a request of service through the interface into the WFM system. If the request of service contains the pre-requested data a new work order will be automatically create the WFM system. As an exception to the main flow the dispatcher can manually create a work order from within the WFM system. Page | 8

Once the work order has been created in the WFM system the dispatcher will review the work order details and tentatively schedule the work order to a field technician using the WFM scheduling tools. The dispatcher confirms the schedule by dispatching (communicating) the work order to the assigned field technician. The work order is communicated to the field technician via an SMS message. When the field technician receives that notification that a new work order has been assigned to him he will retrieve further details on the work order, review them and confirm his acceptance of the assignment. As an exception to the main flow, the field technician might reject the work order forcing the dispatcher to reschedule it. Based on the scheduled start time and the address of the site the as stated on the work order the field technician will travel to site. The field technician should report when he arrives at the customer site and commence the work as well as when the work is completed, i.e. when the work order is resolved. There is a possibility to have the WFM system to automatically close a work order according to a warranty policy defined for the customer for which the request of service was raised. If this is not requested by the organization using the WFM solution the dispatcher can manually closed the work order once it has been resolved.

4.1 ACTIVITY - AUTOMATIC REQUEST OF WO CREATION 

A request for service is raised from the NOC.



The request is sent through the interface to WFM system for automatic work order creation.

4.2 ACTIVITY - MANUAL REQUEST OF WO CREATION 

The dispatcher uses ClickSchedule Work Order Creation Form.



The dispatcher will manually create a work order in the WFM system, in order to accommodate for the following scenarios: a). There is a problem with the interface between the NOC system and WFM system, causing delays in receiving the work orders. Page | 9

b). The Dispatcher receives service requests by email/phone, which requires a fully manual operation in WFM system.

4.3 ACTIVITY - CREATE WORK ORDER 

A request for automatic WO creation reaches the WFM system from the NOC system alternative a manual WO creation.



The WFM system verifies that the request contains the mandatory information for a successful WO creation.



A unique WO reference (Call ID) is calculated.



Additional WO data is determined based on the WO details.



The work order is successfully created in the WFM system.



If the WO creation request initiated from NOC a success creation message will be returned.

4.4 ACTIVITY: VIEW & VALIDATE WO DETAILS 

The dispatcher reviews the WO details and verifies that all the information/equipment required to complete the WO is available.



If required the dispatcher updates/adds more information to the WO (for example, he might decide that the WO requires a longer duration than what was automatically calculated.



If requested a change of the WO details will trigger an outbound message to the NOC system with the updated WO.

4.5 ACTIVITY - SCHEDULE WORK ORDER 

The Dispatcher tentatively assigns the work order to an appropriate field technician using ClickSchedule Scheduling tools.



The status of the work order is automatically updated to „Assigned‟.

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

If requested, changing the status triggers an outbound message to the NOC system with the updated WO. Note: The subscription profile determines if this message should be sent to the NOC system or not.

The Dispatcher may schedule the WO using the following ClickSchedule scheduling tools: Drag & Drop (Manual Schedule): 1. The Dispatcher selects the scheduling policy (the list of rules that should be imposed on the schedule) to be used. 2. The dispatcher drags the WO, placing it on to the field technicians Gantt chart at a specific time chosen. 3. ClickSchedule validates the assignment according to the scheduling policy. In case there is a rule violation related to the assigned technician, or to the time in which the work order is scheduled, the dispatcher is informed from a dialog box specifying which rules that is violated. The dispatcher can either continue and schedule the WO ignoring the rule violation or cancel the scheduling and reschedule the WO. 4.6 ACTIVITY- DISPATCH WORK ORDER 

The Dispatcher scans the schedule to find WOs that should be dispatched to the field technician.



The Dispatcher changes the work order status to „Dispatched‟.



If requested an SMS is sent to mobile phone of the field technician(s) assigned to the work order.



If requested, changing the status triggers an outbound message to the NOC system with the updated WO. Note: The subscription profile determines if this message should be sent to the NOC system or not.

The Dispatcher may dispatch the WO using the following ClickSchedule dispatching tools:

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a) Bulk Dispatch – the Bulk Dispatch add-in will enable the dispatcher to dispatch a number of WOs simultaneously. b) The dispatcher will select the WO(s) to be dispatched. c) The dispatcher will run the bulk dispatch add-in. d) The add-in will update the status of the selected WO(s) to „Dispatched‟. e) At the end of his run, the add-in will report whether all the WOs were dispatched successfully. f) A reference to WOs that he failed to dispatch will be displayed.

4.7 SINGLE WORK ORDER DISPATCHING The dispatcher will select a WO, edit it details and set it status to „Dispatched‟.

4.8 ACTIVITY - VIEW WORK ORDER DETAILS 

The field technician receives an SMS indicating he has been assigned to a new WO.



The field technician retrieves further details on the WO.



The field technician reviews the WO details.

This activity description varies depending on whether the field technician has a ClickSchedule WAP mobile device or not.

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5. FIELD TECHNICIAN WITH A CLICKMOBILE WAP DEVICE The field technician logs in to the WAP application and view the list of WO that are assigned and dispatched to him. From the WO list he selects the WO and reviews the details for the same. Field Technician without a ClickMobile WAP The field technician calls the dispatcher to receive more details on the WO over the phone.

5.1 ACTIVITY- ACCEPT WORK ORDER 

The field technician confirms that he has accepted the WO.



The WO status is update to „Accepted‟.



If requested, changing the status triggers an outbound message to the NOC system with the updated WO.




5.2 Field Technician with a ClickMobile WAP device The FT selects the WO from the list WO which are assigned and dispatched to him.

5.3 Field Technician without a ClickMobile WAP The FT calls the dispatcher to inform that he accepts the assignment the dispatcher updates the WO status accordingly.

5.4 ACTIVITY - REJECT WO FROM FIELD 

The field FT for some reason rejects the WO.



The WO status is update to „Rejected from Field‟.



The WO is automatically unscheduled and awaits the Dispatcher to reschedule it.

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

If requested, changing the status triggers an outbound message to the NOC system indicating that the work order has been rejected from field. (Note: The subscription profile determines if this message should be sent to the NOC system or not.)



The Dispatcher reschedules the WO.


5.5 FIELD TECHNICIAN WITH A CLICKMOBILE WAP DEVICE 

The FT selects the WO from the list WO which are assigned and dispatched to him.



The FT updates the WO status to Rejected from field.

5.6 FIELD TECHNICIAN WITHOUT A CLICKMOBILE WAP 

The field technician calls the dispatcher and informs that he must reject the assignment.



The dispatcher updates the WO status accordingly.

5.7 ACTIVITY - REPORT WORK ORDER IN-PROGRESS 

The field technician reports that he is on site and working on the Work Order.



The WO status is update to „In Progress‟.



The assignment start time is automatically updated to the time of status update.



The assignment finish time is automatically updated to the time of status updated + WO duration.



If requested, changing the status triggers an outbound message to the NOC system with the updated WO.


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5.8 FIELD TECHNICIAN WITH A CLICKMOBILE WAP DEVICE 

The FT selects the WO from the list WO which are assigned and dispatched to him.



The FT updates the WO status to In Progress.



The assignment start time is automatically updated to the time of status update.




5.9 FIELD TECHNICIAN WITHOUT A CLICKMOBILE WAP 

The field technician calls the dispatcher and informs that he has arrived at site and will now start work on the assignment.



The dispatcher updates the WO status to In Progress.



The assignment start time is automatically updated to the time of status update. Page | 15




5.10 ACTIVITY- REPORT MISSING EXTERNAL DATA 

The field technician determines that in order to perform the service required on the WO, additional information/equipment must be provided by the NOC. The field technician might conclude this either before or after he has arrived on site.



The field technician calls the dispatcher and reports him that he requires external info/equipment from NOC.

5.11 ACTIVITY- REPORT MISSING INTERNAL DATA 

The field technician determines that additional information/equipment from within Ericsson is required for him to continue the work. The field technician might conclude this either before or after he has arrived on site.



The field technician calls the dispatcher and report that he requires internal info/equipment.

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Figure - Click Schedule Field Technician Form PERSONAL TAB

6. WORK ORDER TYPE The Work Order Type refers to work requests having different level of urgency and containing different level of information about the work to be performed. The Work Order Types set up in the first release of the WFM system are: Page | 17

a) Corrective: Corrective work orders are created when technical equipment has failed and needs repair. In the case of corrective maintenance the level of urgency is high. b) Planned: Planned work orders are work orders being planned and created in advance, e.g. for the coming week(s). Resulting in that for planned work orders the level of urgency is not as high as for the corrective work orders. c) Preventive: Also for Preventive maintenance the work order is planned and created in advance, but with a longer time until due date than for planned maintenance, i.e. the coming year. d) Implementation: Implementation Work Orders will be used when creating new sites as a part of the Network Roll-Out (NRO) process. e) Provisioning: Provisioning Work Orders will be used when installing for example ADSL.

6.1 DUE DATE The WO Due Date will always be maintained and represent the SLA clock time. This means that 

When a WO is created - Due Date will be calculated by the data determination process based on the Creation time, the SLA duration and the Customer Calendar.



When a WO is updated to ‘Waiting External’ (SLA clock stops) - the due date will remain as it was.



When a WO is updated to ‘Request In Progress’ (SLA clock starts again) - the due date will be recalculated based on the original Due Date and the time spent in status „Waiting External‟.



When a WO priority is updated - the due date will be recalculated according to the data determination process, taking into account the time spent in status „Waiting External‟.

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6.2 FORM FOR CREATION OF NEW WORKORDER

6.3 STATUS VALUES The following sections provide a description of the WO status values that will be implemented in the 0603 WFM release. Unassigned - The WO has not yet been assigned to a field technician. This is the default status when a WO has successfully been created in the WFM system. Corrective Unassigned - The corrective WO has not yet been assigned to a field technician.This is the default status when a corrective WO has successfully been created in the WFM system.

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Assigned - The WO has been scheduled and assigned to a field technician. This can be seen as a tentative status meaning that the WO has been scheduled but not yet dispatched to the field technician, i.e. the assigned field technician and scheduled start and end time might change. Dispatched - The scheduled assignment has been confirmed and communicated to the assigned field technician. Accepted - The field technician has verified and accepted the assignment. Rejected From Field - The field technician has verified and rejected the assignment. In Progress - The field technician has arrived at customer site and the work is in progress. Object Ready - This status is in between In-Progress and Resolved where assignment is completed and ready. Resolved - The assignment has been resolved. Rejected - The WO is incorrect and has been rejected. Cancelled - The WO is incorrect and has been cancelled. Waiting Internal - The WO has been put on hold for information/equipment to be provided form a source within the organization. Waiting External -The work order is put on hold for information/ equipment to be provided from the NOC. Request In Progress - The NOC has provided the information required. Request Re-open - The NOC has requested the work order to be re-opened. Jeopardy_Not Dispatched - The work order has been scheduled but not yet communicated to the field technician and the scheduled time for start of travel for the assignment of the given work order is less than predefined number of hours/minutes from now.

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Jeopardy_Not Accepted - The assigned field technician has neither accepted nor rejected within a predefined number of hours/minutes from when the status of the work order was changed to Dispatched. Jeopardy_SLA violation - Indicates that the Due Date/Requested Due Date for an unscheduled work order is approaching, as well as that the Due Date/Requested Due Date for a scheduled work order is approaching, i.e. is within a predefined time period. Closed - Work order has been closed and no additional changes are allowed.

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7. REASON FOR STATUS CHANGE Some of the statuses have a reason that must be set when changed to. The reason will describe why this change was made. Following statuses have a mandatory reason: 

Waiting External



Waiting Internal



Rejected from Field



Cancelled



Reject

This reason is set by the FT when they change status in the WAP interface as well as by the user in Click Schedule client . In both cases the reason value will be set by using a drop down list. The local list can be set up by each country and contain the translation of the master reasons. If a local list is set up it will be visible in the drop down in the WAP interface. However in CS client, the drop down of reasons will always be populated by the master list. The local list cannot have more reasons than the master list; it will always be same amount or less.

8. BENEFITS OF WORK FORCE MANAGEMENT 

It cut down on agent inefficiency, absenteeism and minimise idle time.



It can improve customer service by increasing agent availability and decreasing the need for call backs. By creating optimized employee schedules, it improves service levels and reduces Centre costs.



It provides real and virtual skill-based scheduling, which improves customer satisfaction by ensuring agents with certain expertise are available to answer questions quickly.



Improve operational efficiency by developing optimal staffing schedules that make the most out of the resources and incorporate all types of activities into customer service operations.

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

Reduce administration and manual handling of schedules, shift trades and changes, with automatic and self-service tools.



Improve speed of answer and service levels through better schedule adherence and proactive intraday management.



Enhance performance at both the individual and organizational level through better reporting and performance management.



Reduce staff turnover by giving your employees the ability to fit their work around their life – with preferences, availability and automatic request handling tools.



Empower employees by increasing workforce planning transparency and information distribution, through efficient communication tools.

9. CONCLUSION The Workforce Management procedure has empowered Ericsson to leverage its existing workforce in new ways. Not only has it made workforce more efficient, it has also turned it into a huge competitive advantage over others. This Workforce Management application is enhancing Ericsson‟s field force management to 1. Save money - Reduction of expenses and maintenance costs, and also cut its dispatcher/technician ratio by as much as half. 2. Work more efficiently - Respond quickly to changing conditions and manage thousands of technicians based on priority, skill, location, and workload. 3. Quickly overcome real-time challenges - Automatically resolve workload imbalances caused by service outages, vehicle problems, bad weather, and many more. 4. Stay connected - Keep technicians and dispatchers in touch at all times via wireless access. 5. See clearly - Get a graphical map-based view of your technicians, territories and assignments, and give customer service representative‟s real-time data for accurate appointment scheduling. Page | 23

6. Improve the customer experience - Gain the ability to offer real-time, achievable appointments. The development of this prototype supports the workforce administrator in the work order assignment process. The application lets the administrator have a better view over the technician‟s workload and the procedure of finding the right technician is made easier. This workforce management may also be a step towards the development of more complex features such as automatic scheduling & assignment of work order.

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10. REFERENCES http://en.wikipedia.org/wiki/Workforce_management http://www.teleopti.com/wfm/teleopti-ccc-solution/wfm-for-contact-centres/thebusiness-value.aspx http://www.teleopti.com/landing-pages/vcard/value_of_wfm.aspx http://www.lime-university.com/LIME-VIDEO-STORE-Workforce-ManagementNEW.html http://en.wikipedia.org/wiki/Ericsson http://www.ericssonhistory.com/company http://www.ericsson.com/ourportfolio/products/workforce-manager http://www.pasportaservo.org/node/7635 http://www.sheffield.ac.uk/library/services/res http://publib.boulder.ibm.com/infocenter/wmqv6/v6r0/topic/com.ibm.mq.amqnar. doc/ps10850_.htm http://us.iearn.org/professional_development/multimedia/circles/lcguide/p2.open/2. open.html http://www.core3.pl/what-we-do/services/wfm http://www.adtechglobal.com/workforce-management-1 http://www.lime-university.com/LIME-VIDEO-STORE-Workforce-ManagementNEW.html http://www.btechguru.com/jobs/Ericsson-Opening-For-ServiceEngineer~f9d2c8e9b3253c1c~showJob.html http://www.thejobportal.in/aboutericssonasp.php

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11. ABBREVIATIONS CDMA - CODE-DIVISION MULTIPLE ACCESS GIS – GEOGRAPHICAL INFORMATION SYSTEM GPRS – GENERAL PACKET RADIO SERVICES GPS – GLOBAL POSITIONING SYSTEM GSM – GLOBAL SYSTEM FOR MOBILE COMMUNICATION LAN – LOCAL AREA NETWORK NOC – NETWORK OPERATION CENTRAL PDA – PERSONAL DIGITAL ASSISTANT SMS – SHORT MESSAGE SERVICE TM – TOUBLE TICKET WO – WORK ORDER

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Work Force Management Workforce Management

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