Service chain optimization

Last updated

Service chain optimization is the application of processes and tools that embrace all functions for improving the efficiency, productivity and, eventually, the profitability of service organizations. In this regard, profitability of a service organization is measured by the revenue generated from service demand (in the form of service work orders being carried out), and by the costs due to activity of the enterprise's human resources (who provide the service). Service chains consider the full life-cycle of service demand from early stages of forecasting, through planning, scheduling, dispatch, execution and post-analysis.

Contents

Service chain optimization is closely related to the fields of workforce management and field service management; the activity performed by field service resources is managed through the latter while being planned and optimized through the former. This relationship is analogous to the relation between supply chain optimization and supply chain management in the domain of manufacturing. In this regard, the service chain benefits from demand forecasting, resource planning and scheduling, and long term analysis activities similarly to the manner these contribute in the supply chain (being typically managed by ERP systems and optimized by supply chain optimization systems).

Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.

Field service management (FSM) refers to the management of a company's resources employed at or en route to the property of clients, rather than on company property. Examples include locating vehicles, managing worker activity, scheduling and dispatching work, ensuring driver safety, and integrating the management of such activities with inventory, billing, accounting and other back-office systems. FSM most commonly refers to companies who need to manage installation, service or repairs of systems or equipment. It can also refer to software and cloud-based platforms that aid in field service management.

Origin

The term "service chain optimization" was coined by ClickSoftware in 1996. ClickSoftware received a patent, US 6.985.872 B2, for continuous planning and scheduling (service chain optimization). The term refers to field service management optimization, workforce productivity, improving customer service, and reducing operating costs. [1]

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.

Modules

Most commonly, a service chain optimization system is made up of the following units:

  1. a forecasting module used for:
    1. uploading the historic demand for service tasks;
    2. calculating the estimated future demand for service tasks based on the given historic demand levels (per different business units, geographies and for different time domains);
  2. a planning module used for:
    1. uploading the forecasted future demand for service tasks from the former forecasting step;
    2. allocating human resources for covering the estimated future demand for service tasks;
    3. periodically carrying out optimization procedure of said plan allocations;
  3. a scheduling module used for:
    1. receiving entries of actual service tasks;
    2. receiving updates to the required manning levels of human resources based on the former planning step;
    3. assigning one or more human resources to fulfil each actual service task in an optimized manner based on the capability of each available service person;
    4. periodically carrying out optimization of previous assignments that have not yet been performed;
  4. an analysis module used for:
    1. collecting and periodically analyzing past demand for service tasks;
    2. analyzing the performance of said service tasks and the actual performance levels of human resources;

The cycle is completed by feeding the result of analysis back into the forecasting module.

See also

Service (economics) intangible offerings inseparable from their creators labor, which bring utility value to their buyer

In economics, a service is a transaction in which no physical goods are transferred from the seller to the buyer. The benefits of such a service are held to be demonstrated by the buyer's willingness to make the exchange. Public services are those that society as a whole pays for. Using resources, skill, ingenuity, and experience, service providers benefit service consumers. Service is intangible in nature.

Service economy

Service economy can refer to one or both of two recent economic developments:

Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:

Related Research Articles

Management science (MS) is the broad interdisciplinary study of problem solving and decision making in human organizations, with strong links to management, economics, business, engineering, management consulting, and other sciences. It uses various scientific research-based principles, strategies, and analytical methods including mathematical modeling, statistics and numerical algorithms to improve an organization's ability to enact rational and accurate management decisions by arriving at optimal or near optimal solutions to complex decision problems. Management sciences help businesses to achieve goals using various scientific methods.

Service management in the manufacturing context, is integrated into supply chain management as the intersection between the actual sales and the customer point of view. The aim of high performance service management is to optimize the service-intensive supply chains, which are usually more complex than the typical finished-goods supply chain. Most service-intensive supply chains require larger inventories and tighter integration with field service and third parties. They also must accommodate inconsistent and uncertain demand by establishing more advanced information and product flows. Moreover, all processes must be coordinated across numerous service locations with large numbers of parts and multiple levels in the supply chain.

In organizational studies, resource management is the efficient and effective development of an organization's resources when they are needed. Such resources may include financial resources, inventory, human skills, production resources, or information technology (IT) and natural resources.

Manufacturing resource planning

Manufacturingresource planning is defined as a method for the effective planning of all resources of a manufacturing company. Ideally, it addresses operational planning in units, financial planning, and has a simulation capability to answer "what-if" questions and extension of closed-loop MRP.

Operations management An area of management concerned with designing and controlling the process of production and redesigning business operations

Operations management is an area of management concerned with designing and controlling the process of production and redesigning business operations in the production of goods or services. It involves the responsibility of ensuring that business operations are efficient in terms of using as few resources as needed and effective in terms of meeting customer requirements. Operations management is primarily concerned with planning, organizing and supervising in the contexts of production, manufacturing or the provision of services. It is concerned with managing an entire production system which is the process that converts inputs into outputs, as an asset or delivers a product or services. Operations produce products, manage quality and creates service. Operation management covers sectors like banking systems, hospitals, companies, working with suppliers, customers, and using technology. Operations is one of the major functions in an organization along with supply chains, marketing, finance and human resources. The operations function requires management of both the strategic and day-to-day production of goods and services.

The demand chain is that part of the value chain which drives demand.

Workforce planning is a continual process used to align the needs and priorities of the organization with those of its workforce to ensure it can meet its legislative, regulatory, service and production requirements and organizational objectives. Workforce planning enables evidence based workforce development strategies.

Employee scheduling software automates the process of creating and maintaining a schedule. Automating the scheduling of employees increases productivity and makes many secretarial and manual scheduling positions obsolete. Such software will usually track vacation time, sick time, compensation time, and alert when there are conflicts. As scheduling data is accumulated over time, it may be extracted for payroll or to analyze past activity. Although employee scheduling software may or may not make optimization decisions, it does manage and coordinate the tasks. Today's employee scheduling software often includes mobile applications. Mobile scheduling further increased scheduling productivity and eliminated inefficient scheduling steps.

Revenue management is the application of disciplined analytics that predict consumer behaviour at the micro-market levels and optimize product availability and price to maximize revenue growth. The primary aim of revenue management is selling the right product to the right customer at the right time for the right price and with the right pack. The essence of this discipline is in understanding customers' perception of product value and accurately aligning product prices, placement and availability with each customer segment.

Petrolsoft Corporation (1989–2000) was a supply chain management software company with a focus on the petroleum industry. Petrolsoft Corporation was founded at Stanford University in 1989 by Bill Miller and David Gamboa as Petrolsoft Software Group. It was later incorporated in 1992. Petrolsoft introduced demand-driven inventory management to the petroleum industry.

Inventory optimization is a method of balancing capital investment constraints or objectives and service-level goals over a large assortment of stock-keeping units (SKUs) while taking demand and supply volatility into account.

SolveIT Software Pty Ltd is a provider of advanced planning and scheduling enterprise software for supply and demand optimisation and predictive modelling. Based in Adelaide, South Australia, 70% of its turnover is generated from software deployed in the mining and bulk material handling sectors.

Trade Promotion Forecasting (TPF) is the process that attempts to discover multiple correlations between trade promotion characteristics and historic demand in order to provide accurate demand forecasting for future campaigns. The ability to distinguish the uplift or demand due to the impact of the trade promotion as opposed to baseline demand is fundamental to model promotion behavior. Model determination enables what-if analysis to evaluate different campaign scenarios with the goal of improving promotion effectiveness and ROI at the product-channel level by selecting the best scenario.

Demand modeling uses statistical methods and business intelligence inputs to generate accurate demand forecasts and effectively address demand variability. Demand modeling is becoming more important because forecasting and inventory management are being complicated by the increasing number of slow-moving items, the so-called “long-tail” of the product range, many of which have unpredictable demand patterns in which the typical “normal distribution” assumption used by traditional models is totally inadequate. In these scenarios, successfully managing forecasts and inventories requires advanced demand and inventory modeling technologies in order to reliably support high service levels.

A human resources management system (HRMS) or human resources information system (HRIS) is a form of human resources (HR) software that combines a number of systems and processes to ensure the easy management of human resources, business processes and data. Human resources software is used by businesses to combine a number of necessary HR functions, such as storing employee data, managing payrolls, recruitment processes, benefits administration, and keeping track of attendance records. It ensures everyday human resources processes are manageable and easy to access. It merges human resources as a discipline and, in particular, its basic HR activities and processes with the information technology field, whereas the programming of data processing systems evolved into standardized routines and packages of enterprise resource planning (ERP) software. On the whole, these ERP systems have their origin from software that integrates information from different applications into one universal database. The linkage of its financial and human resource modules through one database is the most important distinction to the individually and proprietarily developed predecessors, which makes this software application both rigid and flexible.

InoERP

ino ERP is an open-source php based Enterprise Resource Planning (ERP) application that can be used with MySQL, MariaDB or Oracle 12c database. The objective of inoERP is to provide a dynamic pull based system where the demand /supply changes frequently and traditional planning systems are incompetent to provide a good inventory turn.

References

  1. USpatent 6985872,Moshe Benbassat, Amit Bendov, Simon Arazi, Michael Karlskind, Israel Beniaminy,"Method and system for assigning human resources to provide services",issued 2006-01-10

Further reading

International Standard Book Number Unique numeric book identifier

The International Standard Book Number (ISBN) is a numeric commercial book identifier which is intended to be unique. Publishers purchase ISBNs from an affiliate of the International ISBN Agency.

(Links below no longer work as of Aug 2016. Highlighting so someone from Aberdeen perhaps can correct these.)