Fasets Accelerated

transcript

FASETS ACCELERATED SYSTEM

Coca-Cola EnterprisesFull Service Dispatching Tool

5 Subsystems

CDC Ticket Management Processing / scheduling of Customer Call-In’s Scheduling Scheduling of all assigned Full Service Routes

Admin Miscellaneous Management / Supervisor reports

Branch Management Maintaining Branch Contact informationAnalysis Frequency and Seasonal Trend Analysis

Slides 4-36

Slides 37-58 Slides 59-65 Slides 66-78 Slides 79-90

Fasets Accelerated Main Menu

CDC Ticket Processing Menu

CDC Ticket Entry

Pasting From ClipboardCustomer Ticket, as received from

Customer Development Center (CDC)Ticket information copied to clipboard

(images shown in Lotus Notes, later converted to Microsoft Outlook)

Pasting from Clipboard

All Ticket information copied from clipboard onto entry form to save time and avoid keying errors(Note: Assigned Dispatcher field auto-filled from system information based on assigned Branches,

Customer Service Rep field auto-filled based on CSR posting Ticket)

Data Entry Error DetectionSame Ticket with Route altered to an

invalid settingSystem automatically validates data

and provides appropriate error message

Drop Downs for Manual Entry

Ticket PoolAll Tickets are posted to the Ticket Pool

Manager view, showing all Open Tickets, their Status, and if being worked (“In Progress”)

Ticket Pool

Dispatcher view. Originally each Dispatcher would only see their assigned Tickets,

this was later modified to display all Tickets for all Dispatchers.

Ticket Pool

CSR view – “CSR Tickets” showing Tickets in “Call Back” status(The CSR is responsible for calling the Customer and closing (or Reopening) the

Ticket)

Ticket Pool

CSR view – “Dispatcher Tickets” showing all Tickets not in “Call Back” status(allows the CSR to monitor Ticket volume, assigned Dispatcher, and length of time Ticket has been

in the Pool)

Ticket Pool - Sorting

Ticket Pool shown sorted by Branch (note change in tab color)Ticket Pool can be sorted in any order by clicking the appropriate tab, the highlighted tab identifies the

sorted column. Clicking the tab will toggle between ascending and descending sequence.

Ticket Processing

Ticket as initially opened from Ticket Pool

Ticket Processing

Drop down for Schedule Date field

Ticket Processing – Event Log

Clicking the “Format Event Log” button uses Ticket fields to build an Event Log for copy & paste into Fasets system, reducing time, preventing keying errors, and insuring standardized Event Log entries

Ticket Processing“Open Ticket Memo” shortcut

Enter “key” values (1-6 or “P”) for standardized entry

Double-click Open Ticket Memo field to display shortcut key, then click appropriate

button for desired text.

Ticket Processing“Open Ticket Memo” shortcut

“Open Ticket Memo” field expanded, picking up appropriate Ticket data (Route and Schedule Date) to complete entry. Reduces time, prevents keying errors, and insures standardized entries.

Ticket Processing“Open Ticket Memo”

Field allows Scheduler to enter additional text if necessary(Note: Number to left of field indicate # of characters field contains, due to Access limitation of 255 characters for non-Memo fields. Number is updated after exiting

field.)

Ticket Processing“Issue”

Drop down for standardized Issue field entry

Ticket ProcessingDispatcher “Research Notes”

Completing the Open Ticket Memo field displays the Dispatcher Research Notes field (manual, “free-form” entry)

(Note Character Count field to left of Research Notes field, and that Open Ticket Memo field Character Count value correctly reflects the field entry size.)

Ticket Processing“Call Back Memo”

Call Back Memo field offers similar “shortcut key” options for standardized entry, reducing time,

preventing keying errors, and insuring standard entry.

Double-clicking the Call Back Memo field displays shortcut key, clicking the appropriate button for desired text will populate the Call

Back Memo field.

Ticket ProcessingPrinting / Emailing Ticket

Print Ticket button generates a hard-copy document, plus offers ability to email completed

Ticket to Branch and/or to Customer Development Center (CDC)

Sample email to Branch (Microsoft Outlook format) with attached Ticket

(Note: Branch email recipients and email addresses maintained in the Branch

Management subsystem

Ticket ProcessingPrinting / Emailing Ticket

Sample “return” email to Customer Development Center

Sample “hard-copy” printed document, also attached to Branch email

Ticket ProcessingDisplaying Branch Contact Information

Clicking the Branch Contact button displays a pop-up window of Branch personnel

Branch Contact information is maintained in the Branch Management subsystem

Ticket Processing“Multiple” Tickets

System identifies when Multiple Tickets exist for an Outlet

Clicking the Multiple flag displays all Tickets associated with this Outlet

Clicking the Ticket # opens a non-modifiable screen displaying information about the associated Ticket

Ticket Processing“Re-Opened” Tickets

System indicates when a Ticket has been Re-Opened(generally due to Customer not satisfied with resolution, e.g., Schedule

Ticket Processing“Re-Opened” Tickets

Clicking the Reopen flag displays the prior instance of the Ticket

Ticket Processing“Re-Opened” Ticket

Clicking the Ticket # opens a non-modifiable screen displaying the original Ticket

Ticket ProcessingFill History

Clicking the Fill History button displays information about recent fills to aid the Dispatcher in researching the cause (i.e., Was the Ticket due to unusually high sales, should the vendor be scheduled more often, possible flavor swap, etc.)Note: The above example shows this vendor has received four Tickets in less than 4 months (CDC Ticket

column)

Ticket ProcessingManagement Report Options

Ticket ProcessingSystem Modifications / Enhancements

Driver Name & Phone Number included (below Ticket Information) should Dispatcher need to contact Driver for additional information about

vendor (fill history, seasonal trends, etc.) Driver Information maintained in the Branch Management

subsystem

Fasets Theoretical Fill value included to indicate if the vendor was legitimately excluded from the

prior scheduled fill date

Scheduling Menu

SchedulingPosting BASIS Raw Count

Download the “Planned Outlets” from the AS400 for the selected Branches

Scheduling

Initial Scheduling screen

Scheduling

Drop down for Branch selection Drop down for Scheduled Week

Scheduling

Sample completed Schedule

BASIS Planned Outlets values obtained from the Post BASIS Raw Count function for the specified Schedule DateRoutes, Branch Guide values (Stops & Hours), and Driver information maintained in the Branch

Management subsystem

SchedulingManagement / Supervisor Totals

Cut Days totals, showing days removed (“cut”) from the specified Schedule Week, by Branch (Full

Service only)

Case Totals, showing total Cases for the specified Schedule Week, by Branch (Full Service only)

Scheduling“Shifting” Scheduled Days

Beginning “state”Route Plan normally has Route 441 not running on Tuesday (all values in the Tue

column are set to zero), but high volume requires running the Route an extra day.

The Shift button allows the Dispatcher to Move, Copy, or Swap Scheduled Days, reducing time and avoiding errorsCopying Monday to Tuesday

Mon copied to Tue (note the BASIS Planned Outlets amount is not copied)

SchedulingDispatcher Notifications (“flags”)

Branch Notes Possible “Cut” Day

When the Display Branch Notes button is displayed in red text, it indicates that Branch Notes are active for the

week being scheduled. Clicking the Display Branch Notes button will open a non-modifiable screen displaying the Branch Notes. Branch Notes are

maintained in the Branch Management subsystem.

When the number of available Stops (Add cell) is greater than the maximum daily Stops (Branch Guide Stops row) the system will display the Possible to cut day message. Note, this does not mean a day can be cut, only that it is

possible. Remote Customers or other Scheduling restrictions may prevent actually cutting a day.

SchedulingWeekly Scheduling Report

The Weekly Scheduling report can be printed by clicking the Print Report button,and/or emailed to the Branch for review / approval by clicking the Email Branch

button.

SchedulingNext Day Review

Dispatcher drop-down. Only available to Manager / Supervisor, system normally defaults to active

Dispatcher

Date to Post drop-down Target Next Day Review spreadsheet file name maintained by Manager / Supervisor, see Slide 89

Post Next Day confirmation notification Next Day Review option

Manager / Supervisor Next Day Review report.Each Dispatcher’s scheduled Branches posts to their own tab

SchedulingRoute Report

Clicking the Post Route Rpt button creates a separate Route Report for each Branch(note the “Milwaukee” Location and tab name

First Draft / Final Draft check boxes updated depending on which DOW the Post is made (First Draft on Thurs, Final Draft on Mon (Tues if Mon was a holiday)). Dates (row 7) adjusted automatically; on Final Draft any unscheduled days are

grayed out.

SchedulingRoute Report

Manager / Supervisor Route Report(note individual tabs for each Branch

SchedulingForecasting

Initial Scheduling Forecast screen, showing drop-down for Branch

Forecasted stops by Route and DOW, based on Outlet (vending machine) scheduled FrequencyCells highlighted based on Key in lower left corner of screen

Double-clicking any cell (Route 401 “1” (Monday) of Week 9/24 in this example) expands the detail of

the 27 forecasted Outlets

Corresponding Fasets screen for the same Branch / Route / Date (Milwaukee, Route 401, Monday,

Week of 9/24, note “27/27” next to Fasets Date)

Overlaying the Fasets screen with the Scheduled Outlets pop-up confirms synchronization of the two systems

Fasets Milwaukee Route 401 Tuesday (9/25) stops (23) does not agree with the Forecasted stops (22) on Slide 56 because the Branch

Supervisor added an unscheduled stop (note the “X” in the Fasets “Evn” (Event Log) column

Branch Maintenance Menu

Branch MaintenanceAdding / Editing Branch Contact Information

Branch MaintenanceAdd New Branch

Branch Contacts are selected from existing Contacts (see Slide 60)Check boxes link Contacts with Branches, as the same personnel can be associated with multiple Branches.

Email To and Email CC settings are used by the system when emailing CDC Ticket & Scheduling reports.Driver information (E# = “Dbbrrr”) is displayed on the CDC Ticket and Scheduling subsystem screens.

Branch Maintenance

Initial Branch Maintenance screen

Branch Maintenance

Branch Maintenance showing selected ContactsContacts identified here will be displayed when the Branch Contacts button is

clicked in the Ticket Management or Scheduling subsystems (see Slide 27 for an example)

Branch Maintenance

Branch Route information:Route, Stops per day, Driver, and Driver phone numbers Branch Notes and “active” Dates

The Daily Stop Counts entered here are used for the Scheduling Branch Guide (Stops) (see Slide 41) and the Scheduling Forecast Target stops (see Slide 55)

Notes entered here will change the font color of the Display Branch Notes button in the Scheduling

subsystem when the Notes are active, and will display in that pop-up (see Slide 46)

Branch Maintenance

“Hard Copy” Branch Report, showing Contacts, Routes, and Notes

Analysis Menu

Administration Main Menu

AnalysisFrequency Analysis

Example showing Outlets (vending machines) needing to be scheduled more often (Frequency Increases) based on the specified Target Fill Rate

AnalysisSeasonal Analysis – Single Year

Fill History of selected Outlet for selected Year showing Cases Sold (by Month) and Recommended Frequency graphs

Recommended Frequency used to identify possible Seasonal Trending

AnalysisSeasonal Analysis - Multi Year

Fill History of selected Outlet across multiple years, used to confirm Seasonal Trending

AnalysisScheduled vs. Filled

Scheduled vs. Filled opening screenScreen defaults to entire Mid-West Business Unit (MWBU), allowing multiple filtering capabilities

Filtering options for Market Unit (MU) Manager, Supervisor, Dispatcher, and Branch.From and To Date ranges can also be specified

Due to potential time required to filter data, filtering not applied until the Apply button is clicked

Screen after filtering has been appliedExample shows All Dispatchers (across all Branches)

(note primary column heading has changed from Business Unit (default) to Dispatcher)

Different filtering: All (assigned) Branches for a specific Dispatcher(note primary column heading has changed from Dispatcher to Branch)

Same as previous example, but for a smaller Date range

Double-clicking any of the cells displays the underlying detail

Planned Outlets (BASIS counts based on Frequency)

Pop-ups display which Outlets were Scheduled, Serviced, any CDC Tickets associated with the Outlet, any Unscheduled Outlets that were serviced (“Off-Routes”), Outlet Capacity, # Cases sold, and the Fill

PercentageLow Fills (< 30%) and Zero Fills are highlighted

Viewing only Scheduled stops

Viewing only Outlets with Low Fills Viewing Scheduled Outlets with CDC Tickets that were not Serviced (“Unserviced Outlets”)

Unserviced Outlets are also highlighted(note red border around checkbox)

Default display for Scheduled Date and Route is “(All)”Double-clicking “(All)” on any row expands the Scheduled Date column detail

Double-clicking “(All)” on any row expands the Route column detail

Administration Main Menu

AdministrationCDC Ticket Totals by Day

Each window (left-to-right) drills down into the selected records

AdministrationCDC Ticket Totals by Day

Double-clicking the CDC Ticket Number (in the 3rd window on Slide 81)displays the associated CDC Ticket in a non-modifiable window

AdministrationCDC Tickets by Week

AdministrationCDC Tickets by Branch by Date

AdministrationCDC Tickets by Dispatcher / CSR by Date

CDC Tickets process by Dispatcher by Date CDC Tickets process by CSR by Date

AdministrationDispatcher Statistics

Dispatcher drop down

AdministrationDispatcher Statistics

Dispatcher Statistics screen shows CDC Tickets processed by selected Dispatcher, broken down by BranchBranch broken into Assigned and Unassigned Branches

By Others columns show CDC Tickets for Assigned Branches processed by other Dispatchers (or CSRs)Lower window shows # of CDC Tickets processed by each Dispatcher / CSR, broken down by Branch

AdministrationFS Personnel Maintenance

FS Personnel screen maintains Dispatcher information / settings used throughout the system

AdministrationNext Day Review file Maintenance

Next Day Review screen specifies the Path and File nameof the Next Day Review file used for the current week

Note, This is the file referenced in Slides 49 & 51

AdministrationBranch Assignments

System Modification / EnhancementBranch Assignments, broken down by Branch and by Dispatcher

Screen is accessible from the Admin and the Branch Maintenance subsystems

Fasets Accelerated

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