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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
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
Ticket Processing“Multiple” Tickets
Clicking the Multiple flag displays all Tickets associated with this Outlet
Ticket Processing“Multiple” Tickets
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
Date)
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.
Scheduling“Shifting” Scheduled Days
The Shift button allows the Dispatcher to Move, Copy, or Swap Scheduled Days, reducing time and avoiding errorsCopying Monday to Tuesday
Scheduling“Shifting” Scheduled Days
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
SchedulingNext Day Review
Date to Post drop-down Target Next Day Review spreadsheet file name maintained by Manager / Supervisor, see Slide 89
SchedulingNext Day Review
Post Next Day confirmation notification Next Day Review option
SchedulingNext Day Review
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
SchedulingForecasting
Forecasted stops by Route and DOW, based on Outlet (vending machine) scheduled FrequencyCells highlighted based on Key in lower left corner of screen
SchedulingForecasting
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)
SchedulingForecasting
Overlaying the Fasets screen with the Scheduled Outlets pop-up confirms synchronization of the two systems
SchedulingForecasting
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
AnalysisScheduled vs. Filled
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
AnalysisScheduled vs. Filled
Screen after filtering has been appliedExample shows All Dispatchers (across all Branches)
(note primary column heading has changed from Business Unit (default) to Dispatcher)
AnalysisScheduled vs. Filled
Different filtering: All (assigned) Branches for a specific Dispatcher(note primary column heading has changed from Dispatcher to Branch)
AnalysisScheduled vs. Filled
Same as previous example, but for a smaller Date range
AnalysisScheduled vs. Filled
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
AnalysisScheduled vs. Filled
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)
AnalysisScheduled vs. Filled
Default display for Scheduled Date and Route is “(All)”Double-clicking “(All)” on any row expands the Scheduled Date column detail
AnalysisScheduled vs. Filled
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