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04/12/2023
1
6 Steps to Improve Field Service Profits
Presented by: Ron Babich, PMP CEO / Co-Founder
MobileLogix/DispatchLogix
© MobileLogix / DispatchLogix 2014
04/12/2023
2
About Us
© MobileLogix / DispatchLogix
• Ron Babich, CEO MobileLogix
• HQ Phoenix, AZ – Global Partner Support
• GE Capital, Sage, Telesoft, Hard Dollar/Kiewit, RIB
• 100% SAAS, Mobile Field Software
• Over 211 Capital, Maintenance, STO projects
• Finalist in Innovation Southwest Most Innovative Product Award
Goodrich
Uhaul
PetsMart
Tribune
Mitsubishi
Kohler
Payless
HD Supply
Shell
BP
Willbros
Wild Well
Universal
CH2MHill
Bloomberg
Time
Darden Restaurants
HP
Coca-Cola
US Airways
Johnson Controls
State Farm
Hatch
Stantec
FMI
FCI
Barrick
TransCanada
Transfield
Kinross
04/12/2023
3
EVM Paradigm
© MobileLogix / DispatchLogix
Plan
Estimate
Schedule
Report
Financials
Cash Flow
Forecast
Resources
Execution
Highest Risk
Lowest Visibility
04/12/2023
4
Tough to Train? Cooperate?
© MobileLogix / DispatchLogix
Owners
Contractors
Man Technology
04/12/2023
5
Revolution in EVM Reporting
© MobileLogix / DispatchLogix
Opportunity to Leverage Consumer Training
04/12/2023
6
Critical Field Data
© MobileLogix / DispatchLogix
Quantity
Man Hours
Equip Hours
% Complete
Time to Report
6 to 8 Weeks
04/12/2023
7
Critical Field Data
© MobileLogix / DispatchLogix
Quantity
Man Hours
Equip Hours
% Complete
Planned
Actual
Forecast
Hour by Hour
04/12/2023
8
Manage by Exception
© MobileLogix / DispatchLogix 2014
Instant Notification of Bank Balance Reaches Below Minimum Expectation
Value ($ Spouse Grocery / Hair )
Balance $35.00 Below Standard
04/12/2023
9
In the know on data…
© MobileLogix / DispatchLogix 2014
Outbid by Ebayer007theTerrible on Collectors edition of Star Wars Episode 5 Storm Trooper set
Value $25, (Darth Vader +/- $30)
Lost Lead Position
04/12/2023
10
Important Notifications
© MobileLogix / DispatchLogix 2014
Mothers high score notification, and reminder to join her adventure in Candy Crush
Value ($0, Negative)
Networking Notification
04/12/2023
11
Value to Visibility
© MobileLogix / DispatchLogix
Ebay Bank Project $-
$500,000
$1,000,000
$1,500,000
$2,000,000
$2,500,000
Instant Updates
Monthly Updates
04/12/2023
12
Continued Stone Age…
© MobileLogix / DispatchLogix 2014
But….
Like Many Commercial Adaptions…
Consumers (Customers) will drive Commercial Demand
04/12/2023
13
Pressure from Consumer Products / Youth
© MobileLogix / DispatchLogix
Outside (Them…also Us)Inside (US)
04/12/2023
14
What has created the opportunity?
© MobileLogix / DispatchLogix 2014
Size RetainableData Storage
BandwidthData Delivery
MobileData Accessibility
ApplicationCollaboration
(API/Warehouse)
04/12/2023
15
Storage
© MobileLogix / DispatchLogix 2014
04/12/2023
16
Bandwidth
© MobileLogix / DispatchLogix 2014
04/12/2023
17
Mobility
© MobileLogix / DispatchLogix 2014
04/12/2023
18
Migration to Data Understanding
© MobileLogix / DispatchLogix 2014
How we choose to viewData has officially changed…
04/12/2023
19
Mobility Training
© MobileLogix / DispatchLogix 2014
04/12/2023
20
Anatomy of Breaking EVM Simple
© MobileLogix / DispatchLogix
Good News Bad News
04/12/2023
21
Best Part, more good news…
© MobileLogix / DispatchLogix
Legacy systems will do the trick….mostly
04/12/2023
22
No Magic Potion, No Tricks - Smart Collaboration
© MobileLogix / DispatchLogix 2014
Owners
EPCM’s
Contractors
04/12/2023
23
Why Should We Do Anything Different?
© MobileLogix / DispatchLogix
04/12/2023
24
Its Ok not to Innovate…
Quick quiz:
Think about a company today that was just as dominant 25 years ago.
© MobileLogix / DispatchLogix 2014
04/12/2023
25
Failure to Innovate Technology
© MobileLogix / DispatchLogix 2014
Yesterday Today
Blockbuster (Distribution) Netflix – Mail, Internet
Dell (PC) Tablet, Asian PC, End to End Service
Microsoft (Software) Web TV, Smartphones, Tablet PC
Motorola (Cell Phone) Smartphones, Email, Data Focus
Sears (Catalog/Tower) Insurance, Financial Services, Web Strategy
Sony (Walkman, Devices) Device Brains vs. Circuitry
Sun Microsystems (Dominant Enterprise) Less Costly Servers, Oracle
Toys R Us Online Stores, Better Service
Yahoo Free ServicesYour Name Here (Don’t Wind Up Here)
Where are you today? Where will you be tomorrow?
What will the new force be tomorrow?
04/12/2023
26
Destiny to Change…
© MobileLogix / DispatchLogix 2014
04/12/2023
27
Why the effort…
Fighting Status Quo
• Increasing Profitability
• Improving Project Delivery Time
• Creating Marketplace Distinctive Competency
• Establishing Long Term Collaboration Standards
© MobileLogix / DispatchLogix 2014
04/12/2023
28
Service Industry Response…
© MobileLogix / DispatchLogix 2014
Revenue of $10 billion
1.1%
Revenue of $250 million
1.6% IT
04/12/2023
29
1 of 1000 Reasons
© MobileLogix / DispatchLogix 2014
Omission of History/BenchmarksMissing Scope Items
Identified Late in Project
10%-15%+ Project Impact
04/12/2023
30
1 of 1000 Reasons - Pro
© MobileLogix / DispatchLogix 2014
Use of Collaboration Data – Single Project
• 80% Reduction in Design Time
• 98% Reduction in Number of Field Travel Days
• Less Field Rework for Craft
Source: KPMG
04/12/2023
31
Planning Overcomes Barriers
© MobileLogix / DispatchLogix 2014
Barriers:
• Code Variations
• Lack of Infrastructure Jigs and Templates
Leading Companies Make it:• Repeatable
• Scalable
04/12/2023
32
Lessons from Manufacturing - Shipbuilding
© MobileLogix / DispatchLogix 2014
Product Database:
• Products• Production• Reconfigurable for each project
• Standard Modules• Sub-Assemblies• Grouped by Families
Example:
• Plant zones for mechanical systems or public zones for lobbies
• Built in Manufacturing Type Facility to be shipped to jobsite for installation
04/12/2023
33
Benefits of Collaboration8 Steps to Best Practice
© MobileLogix / DispatchLogix 2014
Clear Identification of Task
Broad Participation in Preparation
Availability of Valid Data
Standardized Structure For Estimate
Provision for ProgramUncertainties
Recognition of Inflation
Recognition of Excluded Costs
Independent Review Of Estimates
Clean it Up
04/12/2023
34
Measure Twice
© MobileLogix / DispatchLogix 2014
Cost Element Valid and Applicable
Labor Includes Time Phase Break Down
Calculations on each element are correct
Program is Accurate TotalOf Sub-Elements
Escalation was applied Over time
04/12/2023
35
Single Zen = Not in this lifetime…or the nextSplit by - Technology / Disciplines
© MobileLogix / DispatchLogix
Estimating
TimberlineHCSSMaxwellHard DollarCleopatraMC2Others…
ERP
TimberlineDexter ChaneyViewpointJD EdwardsSAPExplorerOthers…
Schedule
P6MS Project
Field
Spreadsheets
Fact vs. FictionTools / Platform Dilemma
Lesson: Prepare to Integrate!!!
04/12/2023
36
Practical Approach to “Connect the Dots” – Collaborate
© MobileLogix / DispatchLogix
Schedule
Estimate Controls
ERP
04/12/2023
37
Practical Approach to “Connect the Dots” – Collaborate
© MobileLogix / DispatchLogix
Schedule
Estimate Controls
ERP
04/12/2023
38
Pick a Problem - Match GameForget about Technology – What do we need??
© MobileLogix / DispatchLogix
Cash FlowProgress
Forecast BenchmarkHistory
Resources
Time (Start / Finish)
Scope (WBS/Activity/Phase)
Activity Factor (Time/Quantity/Fixed)
Historic (Past, Original, Current Approved, Current Commits)
Profit
Actual Costs / Accruals
Got to be all or Nothing
04/12/2023
39
Pick a Problem - Match GameForget about Technology – What do we need??
© MobileLogix / DispatchLogix
Resources (Factored)
Time (Start / Finish)
Scope (WBS/Activity/Phase)
Activity Factor (Time/Quantity/Fixed)
History (Past, Original, Current Approved, Current Commits)
Actual Costs / Accruals
ERP
04/12/2023
40
Pick a Problem - Match GameForget about Technology – What do we need??
© MobileLogix / DispatchLogix
Resources (Factored)
Time (Start / Finish)
Scope (WBS/Activity/Phase)
Activity Factor (Time/Quantity/Fixed)
History (Past, Original, Current Approved, Current Commits)
Actual Costs / Accruals
FieldSpreadsheet Paper Time
Field Service Report
LocalEntry
GUI
Invoice
SupervisorApproval
Case Study Current State Mechanical
ManualDelivery
Work OrderSingle
Cost Code
OutlookSchedule
Manual EntryWork Order
PrintedWork Order
CustomerRequest
CorporateVPN/WAN
Site Work
NarrativeActivity Detail
Lost TransitTime
Field Service Report
Invoice
SupervisorApproval
Case Study Mechanical Future State
MultiCost Code
Central Schedule
Mobile EntryWork Order
ElectronicWork Order
Customer Alert/Self Help
CorporateVPN/WAN
Repeatable Site Work
NarrativeActivity Detail
3
2
1
“Self Help” / Recommended Requests for Call Backs and Service Requests
CustomerRequest
OutlookSchedule
Increase Schedule VisibilityNotify Field TechNotify Customer
PrintedWork Order Electronic Work Order, Expedite Order, Confirm Work Order
TransitTime Reduce Lost Revenue Billing In Transit/Return Transit Bill Time
Site Work Narrative
Improve site time efficiency with Reference Specs, Videos, and DetailRecord Detail Steps to Increase Customer Visibility Increase Value of Services
Case Study Mechanical Future State
Field Service Report
Selection of “Standard Activities”Detailed Notes/Narrative for Work Confirmation/Invoice
Reference to Spec/Video Library
Real Time Work Transmit / Customer AcknowledgeWeb Based
Work Transmit
Increase “Service Value” to Customer with Detail Invoice ItemsImprove Service History 1-to-Many Cost/Categories
ElectronicWork Order Electronic Work Order, Expedite Order, Confirm Work Order, Improve Cash Flow
Convert T&M to Flat Rate Billing Increase RevenueKPI/Future Billing/Resource Planning
Case Study Mechanical Future State
Customer Work Completion Status/Close Loop 3X-4X Faster, Increase Value to Customer, Increase Cash Flow, Decrease Operating Cost Prep
GUI
MultipleCost/Categories
Invoice
Results: 18% increase in upsell revenue, 23% reduction in service call time, 28% Increase Productivity (Calls Per Day)
04/12/2023
45
Build a Project
© MobileLogix / DispatchLogix
Estimating
Schedule
ProgressMeasure/Collect
Report
Forecast
Finance
04/12/2023
46
Crossroads – Resource Driver VarianceProject Phase 1
© MobileLogix / DispatchLogix
Cost Model Schedule
Duration Driven
Progress %
Duration Driven
Quantity Driven
Fixed CostDriven
Utilize Cost ModelResource Activity Driver
Fix: Cash Flow, Resource Graph,
Forecast
04/12/2023
47
Crossroads – Resource Driver VarianceProject Phase 1
© MobileLogix / DispatchLogix
Cost Model Schedule
Duration Driven
Progress %
Duration Driven
Quantity Driven
Fixed CostDriven
Utilize Cost ModelResource Activity Driver
Fix: Cash Flow, Resource Graph,
Forecast
04/12/2023
48
Crossroads – Resource Driver VarianceProject Step 2
© MobileLogix / DispatchLogix
Cost Model Schedule
Start / Finish
Time Phase Cost Model
Fix: Cash Flow, Resource Graph, Forecast, Accrual
Duration Driven
Progress %
04/12/2023
49
Crossroads – Resource Driver VarianceProject Step 3
© MobileLogix / DispatchLogix
Cost Model Schedule
ActivitiesStepsResources
Resource/Cost LoadSchedule
Fix: Cash Flow, Resource Graph, Forecast, Accrual
Activities
Activity Factors
04/12/2023
50
Crossroads – Resource Driver VarianceProject Step 3
© MobileLogix / DispatchLogix
Field Data Schedule
% CompleteCost/Phase/GL
Create “Repeatable” Cost/Phase/GL
Codes:Execution
Fix: Cash Flow, Resource Graph, Forecast, Accrual
Quantity
Activity FactorWork Package
ERP
Reconcile toCost Model
Cost/Phase/GL
“Earned Actual”Build Accrual
04/12/2023
51
Crossroads – Resource Driver VarianceProject Step 3
© MobileLogix / DispatchLogix
Field Data Schedule
% CompleteQuantities
Drive % Complete From Factor Driven
Field Data Collection
Fix: Cash Flow, Resource Graph, Forecast, Accrual
Man/Equip Hours
Duration
Quantity
Activity FactorWork Package
ERP
Reconcile toCost Model
Cost/Phase/GL
“Earned Actual”Build Accrual
Pass Values toSchedule/ERP
“To Detail or not Detail?
That is the Question.
Whether tis nobler in the mind to sling through piles of data or take arms against it”
Lesser KnownBarry Shakespeare
Half Brother to William
How much is to much?
Now vs. Later
End of Project Real Progress = Actual Hours/Total
Late to modify Performance
Progress by Hours…
ManualProgressPhaseHours/Cost
Hours Spent
Principles Applied
• Budget• Time • Receipts• Progress• Actual Cost• Reconciliation
Common Touch Points - Budget
• Master Data (ERP->Cost Model System)• Job/CR/WO/PO numbers• Cost Codes• Cost Types
• Structure, $, Quantities, Dates (Cost Model System->ERP)• Original Budget• Budget Revisions• Change Requests• Work Orders• Purchase Orders• Forecasts
Common Touch Points – Time Entry
• Master Data (ERP<->FIELD SYSTEM)• Job Steps, Job Types, Pay Types• Employees• Equipment
• Date, Account Code, Resource ID, Hrs, Notes, Weather (FIELD SYSTEM->JDE)
Common Touch Points – Purchase Order
• PO, Line Item, Qty Received, Estimated Value, Date Received (FIELD SYSTEM --> ERP)
Common Touch Points Progress Entry
• Date, % Complete, Quantity Complete, Foreman(FIELD System->ERP or ERP->FIELD System)
• **Also Drives Primavera % Complete Calculation
Common Touch Points
• Reconciling G/L to Job Cost ERP <<->> FIELD System• Accrual of Estimated Actual• Quantity/Cost/Man Hours/Equip Hours• Payroll• Asset Management• Procurement Management• Subcontract Management
04/12/2023
61
Core Collaboration – Non-glamorous
© MobileLogix / DispatchLogix
AFE’sAccount Codes
Cost CodesCost
GL CodeAccount Codes
Cost Codes
GL CodeAccount Codes
Cost CodesWork Package
AreaDiscipline
Quantities (Unit)Man / Equip Hr
%
Account CodesCost Codes
AreaDiscipline
Rules of Credit / %
Estimate / Planning Accounting
Field ExecutionCollaborationExternal
Redefining Customer Service
Re-Define Customer Service
• Expectations Schedule Time
• Visibility Performance
• Communication Throughout Field Touch Points
Number 1 Field Complaint = “Where is my person?”
See Every Activity…
• Project Status
• Plan vs. Progress
• % Complete/Qty Update
• Cash Flow, Earned Value
• Resource Planning
• Exception Alerts
• Expedite Invoicing
Visibility:
Answer: How the Project/Work is doing….
Plan Vs Actual Performance
Field to Google Glass
Field Resource Refers to Video / Spec Library, Receives Remote Assistance
Customer Sees Work in Real and Playback time for Proof of Delivery, Upsell Opportunities
Web / IPAD Based “Control Tower” View
Launch New Activity
Add/ModifyEquipment
ScheduleSub/Crew
Todays Tasks within the Project“Play of the Day”
Scheduled/Assigned Activities
Vehicles/Equipment Requiring Maintenance
Material Add/Search/Location
Activity Assigned on Resource Expertise
Simplify Repeatable Steps
Schedule of Activities
Work Package A
Work Package B
Work Package C
Planned / Estimated Execution / Controls Owner / Reporting
Cost / ProductivityQty / % Complete
Planned vs. Actual Performance Comparison
Integrate with Schedules
Schedule of Activities
Planned / Estimated Execution / Controls Owner / Reporting
ACTIVITY ID / WORK PACKAGE Schedule ID
Cost Code / Account Code Rollup
Schedule ID ACTIVITY ID / WORK PACKAGE
Owner ReportsCost Overrun
Past Due ActivitiesRoll Up Cost Codes
Manage Vendors and Self Perform Work
View Today’s Assigned Jobs“Play of the Day”
Including Resources, Material, Equipment.
Categorized by:Sub Contractor’s
Self Perform Work
Attach Images and Notes from Field
Insert User Based Reminder Notes for Daily / WeeklyTasks
Activity Scheduler
Schedule Daily ActivitiesBy Craft Expertise, Availability
For weekly planning
Joe’s crew is available andIs qualified to performThis weeks activities
Organize Work Types and Categories
Work TypesBy Classification Category
Water Treatment
Material / Inventory Reorder Alerts
Receive Inventory ReorderAlerts On Material for Operations,
Construction, and Equipment
Vehicle Maintenance Management
Real time updates visible in Control Tower
Vehicle / EquipAssigned to Sub / Supervisor
Update / AlertVehicle / Equipment
Maint. Records In the Field
Past/Present View of All Activities/Resources/Equipment/Vehicles
View Current Location of Sub/Self Perform
View Current Location of Equipment / Vehicles
View Status of Jobs by Location
View Historic Activity/ResourceBy Activity ID
No Service RequiredNo App to Download
No Batteries to ChargeNative to Device
Field to Control Tower Workflow
Field Select ActivitySelect In ProgressSelect Complete
Time/GPS Reflected in Record
Updates from Field on All Activities
Are displayed in Control Tower Status
Safety Certification Reports / Meetings
Sub Contractor Insurance On File
Safety Qualification
Meeting Requirements:Pre Construction Meeting
Site Safety OrientationForeman’s Site Requirement Review
Foreman’s MeetingSafety Review
Daily Safety Walk Around Checklist
Quick Start Set Up…
Leverage existing• Configure All Master Data
• Employee Master• Inventory Master• Vendor Master• Equipment Master• Material Master
Connect master data with Event Monitor for Master Data Updates
04/12/2023
79
Closing Keys to Success
• Initiate at the Cost Model Estimate Level (Calculation of Production)• Time Phase Costs• Cost Phase Scheduling Activities• Cautious Burden in the Field – Leverage Existing Process• Extend Collaboration (Vendor, Owner, EPCM, Contractor)• Leverage Existing Technology (Last 2 Years = API, Size, Bandwidth)• Core Process, Top Down Strategy
© MobileLogix / DispatchLogix 2014