2013 URISA Track, What the Future Looks Like for Businesses Running Fleet Operations by Steve Chiles
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Transcript of 2013 URISA Track, What the Future Looks Like for Businesses Running Fleet Operations by Steve Chiles
What the Future Looks Like for Businesses Running Fleet
What are we going to Cover
• We are going to take a look back 11 years or so. I will show you an application from the 2002 Olympics and how we addressed the problems then.
• We will briefly look a couple of examples of a fleet management dashboard.
• I will then show you some statistics • Then what one company is doing to
address the challenges of today’s fleet managers
Introduction Today’s consumer has a higher
expectation of customer service than ever before. The quality of this
service is what distinguishes a successful business from a business
that is struggling in what has become a very competitive
What were the challenges the 2002 Winter Olympics faced
• 9/11 was just a few months before the Olympics
• Security – how to manage such a large area.
Dispatch / Manager Desktop Today
In 2012 Trimble Navigation commissioned Proteus Research to conduct an independent study
of managers and directors operating large, field-based
workforces in the US. The study identified some key
areas that exemplify how organizations are adapting to the
new service imperatives.
Poor customer service can result in
churn and lost revenue. Good customer service increases customer satisfaction and
retention, resulting in higher profits.
Customer satisfaction is ranked as the number one priority.
90% say that increasing workforce productivity is a prime
objective. 76% say they plan to update
their scheduling and dispatch solutions.
90% see worker safety as a higher priority than five years
81% says their field service teams will grow in the next five years.
96% regard the field-based workforce to be the company face.
86% say the customer is more demanding than five years ago.
58% believe that green initiatives are crucial to their business plans.
77% said senior management is fully committed to improving field
This trend is heightened by a growing “review culture” — consumers who are sharing their
experiences with companies — both good and bad — via social networks and online rating systems
and placing company image and reputation into the increasingly powerful hands of
The Strategic Importance of Customer Satisfaction
The Study found that organizations are
increasingly aware that field service operations can drive customer
satisfaction, reputation and competitive advantage
Achieving Service Excellence
The findings indicate that they are investing in a number of initiatives to achieve
excellence, including technology upgrades; customer feedback programs; safe driving initiatives
and social media monitoring.
The Role of Technology in Delivering Service Excellence
Study also suggests that integrating incompatible legacy
systems is preventing many organizations from
realizing the full potential of technology to increase
workforce efficiency, a crucial factor in achieving
Managing the Mobile Workforce
One of the obstacles managers and directors of field based
operations face is finding the right staff, with
the right skills. This obstacle can be overshadowed by
others, including increasing fuel prices, an uncertain
economy, competitor activity and restrictive legislation,
when it comes to meeting field service objectives.
All organizations placed a high priority on managing risk,
with a significant minority (42%) realizing the
benefits of telematics systems in terms of reduced collisions, lower insurance
costs and more efficient fuel consumption.
25% Reduction in fuel consumption.
22% Reduction in idle times. 31% Reduction in daily mileage.
Companies who use Fleet Management tools
receive far-reaching benefits:
According to the Energy Information
Administration, fuel prices have increased
in the past eight years, .
Real Time and Historical Data Flow GPS Cadence: Lat.; Long.; Speed; Heading; Altitude
Status Messages – Time & Location Stamp
Lights & Siren On/Off Broom Up/Down
Plow Up/Down Spreader On/Off
•Avg. Material Rates* •Total Material Used* •Avg. Liquid-Pre Wet •Total Liquid-Pre Wet •Road Temperature* •Air Temperature* *dependant on spreader controller
Driver Behavior When your drivers are on the road,
it's difficult to know how they are driving. They may be ignoring traffic laws or discourteous to other drivers. Their vehicles may require more maintenance or repair work due to harsh brake use or excessive turn speeds. You may even have unusually high accident rates.
Driver Safety Benefits
Lower accidents and liability by improving driver safety
Improve public image by promoting a safe and courteous driver culture
Increase fuel savings with fewer speeding incidents and fast acceleration starts
Improve productivity with less vehicle down time and fewer driver injuries
Reduce operational costs by lowering fuel use and repair bills
Improve driver compliance using instant, in-vehicle feedback
IF YOU CAN MEASURE IT, YOU CAN MANAGE IT
Data for coaching drivers
Improve your overall productivity
Provides dispatchers and managers visibility into work schedules and
mobile worker activities.
Disprove invalid claims and reduce payout costs
• 2002 Olympics • Dashboards • The “study” • Addressing the challenges
For any organization with field service technicians, scheduling their work, tracking their progress throughout the day and
meeting service commitments is an ongoing challenge. Are you assigning the best technician for each job?
Which jobs will be affected if changes happen during the day? Is anything stopping us from performing more jobs per day?
Which jobs take the longest to complete? Getting information about your field service team’s
performance can be complicated. You can end up with incomplete and inaccurate information leaving you unable to
truly identify where the opportunities and challenges lie within your mobile workforce.
Good Fleet Management, using today’s technology, can solve problems and create opportunities for today and tomorrow.