Operational Excellence Workforce and technology strategies that lead to success
Operational Excellence  Workforce and technology strategies that lead to success
2 | opXLConsulting Prctices FIELD-SERVICE SOLUTIONS THAT ARE… EASY TO USE CUSTOMIZABLE SECURE ADAPTABLE SCALABLE ACTIONABLE
2   opXLConsulting Prctices  FIELD-SERVICE SOLUTIONS THAT ARE     EASY TO USE  CUSTOMIZABLE  SECURE  ADAPTABLE  SCALABLE  ...
PROVIDING THE ABILITY TO… | opXLConsulting Practices 3 | opXLConsulting Prctices ASSIGN PEOPLE TO WORK GET REAL-TIME DATA TRACK PEOPLE & ASSETS MEASURE & REPORT ANALYZE & SPOT TRENDS GET IT RIGHT THE 1ST TIME
PROVIDING THE ABILITY TO       opXLConsulting Practices  3   opXLConsulting Prctices  ASSIGN PEOPLE TO WORK  GET REAL-TIME...
OPXL’S FIELD SERVICE PRACTICE AREAS ANALYTICS & CONSULTING MANAGED SERVICES Operations Reviews Technology Analysis Business Process Improvement LEARNING SYSTEMS Compliance ProductLaunch Process Launch Onboarding GPS Dispatch Inventory Management Network 360 CHANGE MANAGEMENT FIELD SERVICE Lean Six Sigma ProgramManagement ProjectManagement ForceSeer Field Day 4 | opXLConsulting Prctices SERVING THESE INDUSTRIES Telephony Video & Audio Internet Utilities WITH THESE TECHNOLOGIES & MORE Satellite Wireless Internet of Everything Headends & Hubs HFC & OSP opXL’s solutions serve the Telecom, Video Entertainment, Information, and Utility industries. opXL understands the operational and technical challenges involved in managing inside plant, network, maintenance, and construction technicians.
OPXL   S FIELD SERVICE PRACTICE AREAS ANALYTICS   CONSULTING  MANAGED SERVICES  Operations Reviews Technology Analysis Bus...
5 | opXLConsulting Prctices FIND AND FIX THE HOLES IN PROCESSES Managing people. and technology is a challenge, especially delivering services across a physical infrastructure that ages and requires operational excellence to maintain. Operational Excellence means that all the parts fit…perfectly
5   opXLConsulting Prctices  FIND AND FIX THE HOLES IN PROCESSES  Managing people. and technology is a challenge, especial...
OPXL’S FIELD SERVICE OPERATIONS STRATEGY Field Service Operations success is a continuous process of definition, measurement, analysis, improvement, and control (DMAIC). 6 | opXLConsulting Prctices opXL’s strategy employs DMAIC using the Results Pyramid, where successful outcomes depend on a firm understanding of a client’s: • • • • • • Why – Customer experience Who – Management & Technicians Where – Work centers/locations What – Work types & durations How - Technology being worked on How – Internal & external processes
OPXL   S FIELD SERVICE OPERATIONS STRATEGY Field Service Operations success is a continuous process of definition, measure...
7 | opXLConsulting Prctices OPXL SOLVES WORKFORCE PROBLEMS opXL solves problems by: • Streamlining processes to eliminate wasted effort and improve efficiency • Enabling people to improve productivity • Fine-tuning data collection, analysis, and reporting platforms to make faster and more accurate decisions PEOPLE PROCESS PLATFORM
7   opXLConsulting Prctices  OPXL SOLVES WORKFORCE PROBLEMS  opXL solves problems by      Streamlining processes to elimin...
8 | opXLConsulting Prctices PROCESS - GET MORE WORK DONE AUTOMATED WORKFORCE MANAGEMENT • Assign work dynamically • Analyze performance in real-time • Create a single source of truth • Discover the impact of changing priorities • Access reports with comments and photos • Instantly locate technicians and materials Reduce time to perform changerelatedactivities • All the information is in one application Make more accurate estimates • ForceSeer learns how long work takes • Database becomes more accurate over time Make better decisions • Use graphical displays to allocate people and resources Improve personnel and resource budgeting • More accurate work estimates avoid over/under staffing
8   opXLConsulting Prctices  PROCESS - GET MORE WORK DONE  AUTOMATED WORKFORCE MANAGEMENT     Assign work dynamically     ...
PEOPLE - PERFORMANCE THROUGH EDUCATION Today, people learn and apply information differently than they did just a few years ago. by opXL Learning Systems SUCCEED At more CLOSE More sales 8 | opXLConsulting Practices 9 | opXLConsulting Prctices REDUCE Inbound calls RETAIN Good people SHORTEN Repair times opXL understands the unique challenges of educating a field-based workforce. It’s why we created Xpert, a 21st century learning solution built for mobility and speed. Launching a new product? Xpert Metrics falling? Xpert Managing change? Xpert
PEOPLE - PERFORMANCE THROUGH EDUCATION Today, people learn and apply information differently than they did just a few year...
PLATFORM - BIG DATA ANALYTICS = BETTER DECISIONS The Challenge – It’s a flood of data. Too much data to leave to Excel spreadsheets. DATA PROCESSING POWER 100 times faster at collecting and analyzing network data GROWTH Infinitely scalable and built with the future in mind TRANSPARENCY Measure, analyze, and control more of the network than ever before INSIGHT 10 | opXLConsulting Prctices 13 months of data helps identify trends and isolate trouble spots INTELLIGENCE Network 360 learns what causes problems and advises on recommended actions EASE OF USE Managers, supervisors, and technicians can filter, analyze, and make better decisions. ACCESS Connect to the Network 360 Analytics Engine to perform additional analytics MOBILITY Designed for devices in the field The information needed to make timely decisions is not timely; opportunities grow stale, projects get delayed, customers are lost. The Solution – Automate data collection and analysis. Turn stale data into trustworthy insights and decisions.
PLATFORM - BIG DATA ANALYTICS   BETTER DECISIONS  The Challenge     It   s a flood of data. Too much data to leave to Exce...
OUR PHILOSOPHY 11 | opXLConsulting Prctices OUGHT is can will Things ought to be better. So…. How is it? It can be better. It will work out…. Always. Companies recognize this every day. A company ought to provide stellar service to its customers. Employees ought to be interested in career progression. Tools and applications ought to solve myriad business problems. A dialogue with leaders on how things ought to be is always invigorating. It brings out the entrepreneurial thinking required to stay fresh. A company desire to be the best doesn’t mean it is. From C suite to front line, in a distributed workforce environment, many nuances keep companies from operating in an aligned environment. Business goals vary from region to region, or maybe aren’t articulated well. Evaluating the challenges with personnel at all levels, analyizing how well tools and applications are being used, and observiing front line supervisor and manager skills provide a holistic view to how it is for a company. Alignment, common goals, an understanding of the team, better utilization of existing tools; all of these are elements that can be attacked and resolved. A re-set of expectations, activating new (and sometimes turning down old) applications can be a launching point for transformational change. Companies can employ aligned tactics to make a difference internally, leading to making a difference for its customers. Employing solutions in an aligned manner, with clear expectations, a true measurement system in place and with focused leadership, there is no choice but to succeed. A successful engagement means that a company will eliminate wasted activity, will provide focused energy on its transformation and will achieve its desired results in customer, employee and fiscal excellence.
OUR PHILOSOPHY  11   opXLConsulting Prctices  OUGHT  is  can  will  Things ought to be better.  So   . How is it   It can ...
OUR RECENT ENGAGEMENTS CASE STUDY: Organizational Alignment CASE STUDY: Interactive Learning CASE STUDY: Vendor Training Development CASE STUDY: Ops Improvements CASE STUDY: Network Upgrades CASE STUDY: Inventory Management 12 | opXLConsulting Prctices Standardize processes and procedures to assist in the restructuring of a large (5,000 employee) technical design & engineering organization. Result: Accelerated restructure Client: Major MSO Vendors: Salesforce, Bentley, Microsoft Program manage the deployment of return path monitoring in over 1,100 headends, Transponders in 60,000 power supplies and signal leakage gear in 5,000 vehicles. Result: Improved metrics Client: Major cable operator Vendors: Alpha, Viavi, Seldon Developed new and innovative training courses designed for mobile devices in support of developing and maintaining a basic understanding of broadband system operations. Client: Major Cable operator Vendors: Various Find and eliminate defects in the physical infrastructure in advance of a major system upgrade. Result: Improved metrics Client: Major cable operator Vendors: Viavi, Alpha, Arris, CommScope, PPC, Cisco Developed customized courseware in support of a new product launch. Result: Sales, marketing, and support teams were better prepared for product launch. Client: Alpha Review and analyze Inventory Operations to account for and lower the amount and cost of field service inventory on hand. Analyzed 6 markets involving 150,000 customers and 2500 technicians using high value equipment. Result: Proposals to reduce inventory OPEX by $6.7M per year. Client: Major cable operator
OUR RECENT ENGAGEMENTS CASE STUDY  Organizational Alignment  CASE STUDY  Interactive Learning  CASE STUDY  Vendor Training...
REQUEST A DEMO Select an app FIELD SERVICE OPERATIONS PRACTICE opXL, LLC 7505 Village Square Drive Suite 105 Castle Pines, CO 80108 720-668-9936 | info@opXL.net | www.opXL.net
REQUEST A DEMO Select an app  FIELD SERVICE OPERATIONS PRACTICE  opXL, LLC 7505 Village Square Drive Suite 105 Castle Pine...