How Can You Improve Business Workflow

For any service management business the ability to improve processes and workflows to achieve higher levels of productivity and service is critical to success.

Many businesses are looking across technology and IT advancements to find solutions. But finding the right solution can be difficult. So here are a few pointers to help steer you through the maze of technology and IT workflow systems on the market, highlighting some of the key features to look for and the benefits these will deliver.

Cloud technology

Cloud field service management software uses the latest in leading-edge technology to maximise service management workforces and reduce not only capital costs but also operational costs. Because the very nature of the software means it can be accesses anytime, anywhere from any device, it is able to deliver seamless workflows between back office teams and mobile devices used in the field.

Cloud software is considered by many to be the "way forward" for two clear reasons:

Firstly, it uses cloud-based technology. And cloud computing means that the software and hardware is hosted by the provider and this is leased to businesses. This type of arrangement eliminates capital expenditure and means that the provider bears the responsibility for updating and improving software as part of the subscription a business would pay to use it.

Secondly, the sheer power and scale of the latest field service management software is really taking the service management industry by storm. Capable of maximising productivity and pushing new limits for the way technology can help businesses schedule and organise works, the software is not only the way forward but the future.

So cloud field service software is pushing the capabilities of service management and would boost service delivery and productivity in any business.

Powerful scheduling tools

Powerful scheduling tools are now driving appointment booking and scheduling for service management business. Capable of intelligently optimising field engineer appointments, schedulers reduce drive time (so saving fuel costs) and ensure the right person is booked for the right job at the right time.

Schedulers also integrate with inbuilt workflows within the latest field service management software. What this means is that as appointments are booked, seamless processes move the appointment from the call centre to the relevant engineer's mobile device. At this point the engineer is able to see the appointment details and plan ahead for extra stock and materials.

Scheduling tools in particular can boost productivity and businesses using intelligently scheduling have reported up to 25% more productivity from teams, which is a huge improvement.

How Can Workflow Software Support an In-House Team

Workflow software can provide a critical business tool for in-house teams providing repairs and maintenance services.

Within the social housing sector, for example, it has long been an assumption that the in-house "DLO" (Direct Labour Organisation) would be a thing of the past. But as social housing providers are increasingly looking for new ways to improve services, retain customer loyalty, reduce operating costs and mitigate risk, there seems to be a place for a new kind of DLO: A DLO for the 21st Century.

But such a DLO will only prove a success if it uses leading-edge technology such as the latest in field service management software to regain control of works, increase productivity and customer satisfaction, and reduce operating costs. Such software comes with inbuilt workflows designed to maximise the productivity of teams.

By using software a business will in a strong position to deliver its repairs, maintenance and investment works in-house. So it is highly recommended to seize upon advances in technology to support service management.

Intelligent scheduling

For example, if we elaborate on the benefits of intelligent scheduling which software with inbuilt workflows can provide the scheduling tools are capable of automatically rearranging appointments according to the best field worker, their location and distance from the job.

The workflow then dictates that this is communicated to the appropriate field operative's mobile device, which can make huge savings in terms of time and fuel costs. Businesses have reported up to a 30 per cent saving on petrol when using intelligent scheduling and supporting workflows.

Improved diagnosis of all repairs

Effective workflows related to repairs will help to identify the correct problem at the outset, by ensuring the correct job codes is selected when making a booking. This means that jobs will not be allocated incorrectly, as the job code identifies which skills are required for each job, and a matrix of each of field worker's skills helps to allocate jobs to the most appropriate worker.

And when the most appropriate worker has been selected, the workflow will highlight materials and stocks which are required on their mobile device. This means that from the moment a job is booked with the call centre to a field worker understanding what is required of them workflows ensure jobs are resolved on the first visit.

A mobile device can also alert supervisors, schedulers and operatives to any special parts or materials that need to be ordered prior to a job. It is also used for customers to sign off the completion of any works, which businesses have found gives a tangible and clear message to customers about the company's commitment to getting jobs fixed first time.

How to Achieve Improved Workforce Management

With business looking for new ways to increase their competitiveness and win more work, there is undoubtedly a raft of good advice and best practice available online which might support your business to grow.

You and your business must be clear about where you want to place emphasis, what parts of your operations will yield the greatest return and where you want to prioritise. It is then up to you to act and find the right solution for you.

If you feel that by maximising the productivity of your mobile workforce will boost your business in the right way, then please do read on.

How can you boost workforce productivity

The latest field service management software is designed to deliver improved workforce productivity by maximising the time your field operatives spend on jobs day-in day-out.

The most up to date software integrates with and works seamlessly with mobile devices, such as tablets, iPads and smart phones, so providing any device, anytime, anywhere access for your operatives. This enables them to access all of your business data, information and knowledge when they are on the move. What this means is that your business can keep field service matters moving even whilst your busy operatives are constantly on the go, too.

Some of the many benefits

Appointments can be booked direct to operatives' mobile devices, so they can pick up jobs on the move

Inbuilt scheduling tools also mean that software will optimise appointments and intelligently book the right operative, with the right skill set at the best available time - and all by minimising drive time by calculating the best available operative and the least time to drive

Workflows provide set-by-step processes to ensure jobs are completed the right way and first time, so avoiding costly secondary appointments

Materials and stock are flagged for each job so both supervisors and operatives can plan ahead and make sure the right kit is in the van for each job

Working seamlessly with mobile devices

At the heart of the best field service software is its ability to work seamlessly with the latest mobile technology and advances in mobile app design.

Decent software should contain the capability to enable it to work with any mobile devices. And this is the essential link between field service management software and mobiles, as the former's primary aim is to maximise the productivity of your mobile workforce and ensure they can operate day to day, however mobile they need to be and hectic their work schedule.

Of late, developments in HTML 5 also mean that field service management will work on any mobile device, anytime, anywhere. This means that as mobile workforces are operating throughout their day-to-day work they can still easily access a centralised work system and use their mobile device to update data, from anywhere.

For the latest in workforce management solutions aimed at support

How Traditional Maintenance Management Is Advancing

Maintenance management can often be perceived as a fairly traditional, pragmatic sector, focused on "getting the job done" in ways which haven't changed in decades. How wrong this image is becoming. Simply because behind the physical hard work and brawn is more and more often an advanced IT system which has been designed to drive works, processes and performance.

Increasingly maintenance businesses are using the latest technology and IT systems to manage what they do, how they achieve their goals and how they maximise the productivity of their people.

At the centre of technological and IT advances is "the cloud" and this is providing a real boost for maintenance business.

Cloud field service management refers to new cloud-based technology used to host and deliver maintenance management systems. What this means: Because of new technologies it is now possible to host data and systems "in the cloud". By this we actually mean to host in a completely robust and secure data centre, which are often described as bullet proof environments.

So the term "cloud" can be misleading. And it has also had a bad press at times, which obviously hasn't helped its cause. But decent data centres are nowhere near the woolly and flimsy cloud you might picture when someone uses the term - they are totally resilient, bullet-proof centres as already mentioned.

In terms of cloud field service management - this means that the data and system used for managing maintenance teams whilst they are working on-sites, whether they are a building maintenance or facilities management contractor, for example, would be hosted in such as data centre. The data and system is therefore available anytime, anywhere (as long as you have an internet connection via a laptop or smartphone), so supporting field workers 24/7.

In real terms this means that maintenance teams can access work and appointment details 24/7, particularly when they are "on the move" and without the need to waste time by returning to the office to collect paperwork.

Mobile capabilities also mean that appointments can be scheduled to their mobile device direct, so you ensure you get the most out of each worker every day, so maximising productivity. Mobile apps often come with the software and make the most of mobile devices by turning them into a works management system in the palm and ensuring your people are kept connected to the business and fully informed about what's expected of them.

Who Develops Field Workforce Management Software?

With many service management companies opting to purchase and implement software which will help to maximise mobile workforce productivity, it is a sensible question to ask: Who are the people behind the software and who develops it?

Field service management software is developed and provided by specialist developers and software technology companies. Many of these businesses are start ups and enterprises comprised of highly talented and experienced software developers, who have a real passion for what they do.

The resulting software is of an outstanding standard, as much of the latest field service management software is pushing the boundaries of cutting-edge technology and really pushing the boundaries of system capabilities. Software is also breaking new ground for the service management companies that use such technology, as the software is supporting them to become more efficient and productive in their work.

The software is also raising the bar in terms of outstanding customer service. By providing businesses with the tools to achieve better customer service, field service management software also supports businesses to increase customer satisfaction and develop greater brand loyalty.

How is the software developed?

Software developers will often use a fixed development roadmap approach but with the inbuilt agility to meet the demands of customers should they request new developments to the software. In doing so, agile software development working practices are vital to developer's success and ultimately the benefit of all customers.

For example, developers find that it is important to naturally build in quality as part of development phases by using test-driven development and automated testing. This has a number of clear benefits - not only does this approach deliver a quality product but it speeds the development process and enables a quicker route to market which ultimately customers appreciate as they see the benefits within a shorter than expected timeframe.

How is software delivered?

The very latest field service software is delivered using what's called a "software as a service" model. In real terms this means that the software used cloud technology and hosted in a highly resilient data centre, rather than being a product you would install on your premises which is a more traditional approach.

The benefits of software as a service (or SaaS) is that there is no capital outlay required and you only pay for the amount of service you require and the level of server capacity within the data centre that you need. As your business grows you are able to expand the service and capacity you require to match business growth.

Securing FTP with z/OS Security Profiles

Maintaining control over who accesses the data on mainframe systems is crucial. IBM's RACF and CA's ACF2 and Top Secret can keep a system fairly secure. But by themselves they are not adequate to protect against dangerous FTP functions. As mainframe handles critical business data and applications, it is very important to have security measures and controls in place. Especially, with z/OS FTP, there are high probabilities of data snooping, which can be avoided using suitable security software.

FTP with traditional RACF dataset protection
Traditional RACF rules regarding dataset security may restrict users to read-only access. But with FTP, if users can read a file, they can offload that file for their personal use. They can copy your data to a flash drive, or email it anywhere in the world. Thus, restrictions on dataset access fall short of what is needed when standard FTP is available on the mainframe.

Snooping issue with FTP session
Traditionally, mainframe users are a small number of trusted people whose activities are limited by the applications they use. But with standard FTP, almost anyone with a user ID can get on the mainframe and snoop around. Any hacker who manages to get a user ID can use a '/u' command, for example, to list the contents of that user's workspaces, and maybe retrieve files.

The SITE command and the issues
z/OS FTP SITE commands are not standardized; they vary from server to server. They are useful for handling things like file permissions and group memberships. However, they can also allow dangerous operations over the network. For example, with the FILETYPE=JES command, an FTP client can submit jobs to, and pull reports from, the JES queue. SITE can also be used to change permission bits for a file, or to list detailed information about the storage devices on the network.

Treating FTP functions as protectable resources
Thus, basic protection mechanisms are not enough to secure z/OS FTP and make it a true enterprise-class protocol. You can solve that problem, however, by implementing software that wraps around FTP resources and protects them with RACF security profiles. It will create a link between z/OS FTP servers and z/OS security that will restrict the usage of unwanted FTP commands.

By using security software for z/OS FTP, the mainframe administrator can selectively restrict access to FTP functions and commands. He can allow FTP users to transfer the files they need, while preventing them from using FTP to snoop around. Thus you can make RACF into a complete security solution for protecting your mainframe system from malicious behavior through FTP.