There is a four-part statement that should be considered for dispatch operations:
1. On time. All efforts around assigning and managing work and work orders must be
focused on meeting the minimum SLA of a customer, to be there when promised.
2. With Enough Time. Placing the burden on the technician to manage the day will
result in rushing to the next job. Work must be managed to ensure that enough time
is given to do a job correctly.
3. With the right skill. Sending an unskilled worker to a trouble call or install creates a
high probability for failure in the form of an incomplete install or TC, a repeat or
service after install trouble call, as well as a customer care phone call, etc.
4. With the right equipment. Algorithms that are in place for assigning work take
many things into consideration, but rarely take into account the CPE that resides on
a technician’s vehicle. “Will a skilled person who shows up on time still not be able to
perform the work required to resolve the issue?”
GPS helps to achieve this vision.
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