In order to establish a rationale for deploying any workforce automation system a four part thought process should be considered:
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.
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.
With the right skill.
Sending an unskilled worker to a trouble call or install, guarantees failure in the form of an incomplete install or TC, a repeat or service after install trouble call, as well as calls into customer care, etc.
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.
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