IDENTIFY PERFORMANCE IMPROVEMENT OPPORTUNITIES related to process and organizational re-alignment across 13 dispatch operations spanning four states. Particular interest in determining if dynamic routing, dispatch and/or consolidation of dispatch operations would make sense
Project Focus
Conduct an operational assessment of representative locations to determine:
- What would be gained in terms of improved customer and employee satisfaction and profit by restructuring of Dispatch processes and operations
- What the right role and appropriate functions for dispatch are and the impact of the various proposed changes on Dispatch leadership, supervision and staff, Technical Operations, Call Centers and NOCs
- What dynamic routing/dispatching would do and how it could be accomplished without over-complicating the processes
- Ancillary performance improvement opportunities observed during the assessment
Key Benefits Identified
- 10 – 20% Tech and Dispatcher productivity gain
- Significantly reduced licensing fee exposure
- 5 – 10% Reduction in truck rolls for service calls
- Improve customer satisfaction through first contact resolution, faster & more consistent response time, elimination of pending past due work activities
- Improved employee satisfaction through consistency in practices, clarity re: mission and accountability, improved responsiveness, employees have training and support to be successful
- Process simplification to reduce “must do” escalation
- Aggregation of dispatch functions for higher focus
- Tighter network surveillance and coordination with dispatch to reduce truck rolls
- Improved ability to measure performance, and identify and train best practices
