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What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Fry Chef
Fry Chef

What is best practice for manually dispatching work orders and deciding service and travel duration times?

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I was just wondering if other companies that use manual dispatching on the dispatch console have a process to decide how long it would take a tech to get to the work order and how the dispatcher knows how much time it would take the tech to fix the product? Any and all suggestions are welcome. Thank you!

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Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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ServiceMax MTTS rules will automatically populate the Service Duration time on the Work Order using one or more advanced formulas that you configure in the MTTS rule configuration screen (see screen shot #1 below).   For example, let’s look at a company that does new product installations (Order type = Install).  The time to perform the New product installation varies for each product (ie. some products take 30 mins to install and some could take 60, 120, 180 or >8 hours to install). 

Create a custom field on the Product object called “Install Duration = 120”.  Then create a custom formula field on the WO object called “Install Duration” that points to the Product objects “Install Duration” field.   Configure your MTTS Rule if the “Order Type = Install” and the “Install Duration = 120” then the MTTS rule (see screen shot #1 below) would auto populate the Service Duration on the Work Order to 120 minutes.

There are a lot more variables to consider when calculating “Break/Fix” Service times but you could potentially use the same concept as above by adding a field on the Product called “Avg Break/Fix Duration” and configuring a new MTTS rule.   If you have a manageable number of Service Duration times across all your product lines then this solution would scale.

Please let me know if you have any questions.

Thanks,

Mike

dispatch console‌

Message 4 of 16
15 Replies
Grill Chef
Grill Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Would love to see ServiceMax integrated with mapping software so once I manually drag a WO down to a Tech's calendar that ServiceMax would calculate the drive time based on the last WO Location and the next WO Location.  Now wouldn't that be cool?! wes.connors

Message 2 of 16
Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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I completely agree with this recommendation...one of our biggest costs we have in completing engineering and quality inspections across North America is our mobilization costs.  Optimizing routing and dispatching 30+ 2-man teams is expensive.  We just went live with SM in January and this would be a game changer for us.

Message 3 of 16
Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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ServiceMax MTTS rules will automatically populate the Service Duration time on the Work Order using one or more advanced formulas that you configure in the MTTS rule configuration screen (see screen shot #1 below).   For example, let’s look at a company that does new product installations (Order type = Install).  The time to perform the New product installation varies for each product (ie. some products take 30 mins to install and some could take 60, 120, 180 or >8 hours to install). 

Create a custom field on the Product object called “Install Duration = 120”.  Then create a custom formula field on the WO object called “Install Duration” that points to the Product objects “Install Duration” field.   Configure your MTTS Rule if the “Order Type = Install” and the “Install Duration = 120” then the MTTS rule (see screen shot #1 below) would auto populate the Service Duration on the Work Order to 120 minutes.

There are a lot more variables to consider when calculating “Break/Fix” Service times but you could potentially use the same concept as above by adding a field on the Product called “Avg Break/Fix Duration” and configuring a new MTTS rule.   If you have a manageable number of Service Duration times across all your product lines then this solution would scale.

Please let me know if you have any questions.

Thanks,

Mike

dispatch console‌

Message 4 of 16
Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Also, calculating the drive time is a lot more complicated and is part of our more advanced scheduling engine ServiceMax Linx for ServicePower from ServiceMax.  dispatch console‌

Message 5 of 16
Fry Chef
Fry Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Thanks Mike! I will take a look at this and see if it works out for me.

Message 6 of 16
Roast Chef
Roast Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Dawn,

How did this work out for you?  How did you set up your Install Duration on the Product Object?  Pick list with values?  We have goals based on Order Type, and I'm thinking this could be helpful in determining a labor qty on an Order Type that exceeds the threshold.

Message 7 of 16

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Mike,

For this you need Optimax enabled, right?  If not, I will definitely have a bette look at this.

Message 8 of 16
Employee
Employee

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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Hi Xander,

The MTTS module is used by Optimax but you can use the MTTS Rules feature independent of Optimax.

  1. MTTS Rules – defines the amount of time scheduled for a WO on a technicians calendar based on the MTTS criteria.  Org Wide Settings: Common - Global Settings: Enable optimization. (true) (GBL007)

Test it in your sandbox so you can see how it works and to make sure you have all the Global settings set correctly.

Please let me know if you have any questions.

Message 9 of 16
Roast Chef
Roast Chef

Re: What is best practice for manually dispatching work orders and deciding service and travel duration times?

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If this was not set-up properly, would it cause auto-generated events to have an MTTS of 0?

Message 10 of 16