Introduction

Process Overview
Business Requirements
Functional Overview

Get an overview of your current service planning

status; including scheduled requests, resource
utilization and open work lists
Use a graphical planning board, supported by an alert
monitor, to interactively dispatch open service requests
to your available resources
Support your field service efficiency:
Reduce commute times by integrating
Geographical Information Systems (GIS)
Make use of mobile connectivity to update the
requests for your field service personnel

SAP AG 2006, Multi Resource Scheduling Functions and Features / 3

Introduction
Process Overview
Business Requirements
Functional Overview

Create order and make an

appointment

Request service /
Work identification

2
1
3
Create assignments
and resolve conflicts
Monitor execution

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Accept and execute

assignment

11

Plant Maintenance: A work is identified.

Customer Service: The Customer calls the service organization
to request a service.

22

The Service Advisor creates an order and communicates a

date to the customer after checking the workload on group
level.

33

The Scheduler creates assignments for Human Resources and

Tool Resources in the Scheduler Workplace by taking all
business constraints into account (availability, qualifications,
customer, relationship between tasks, spare part availability
etc.)

44

Field Service: The Service Representative accepts the new

assignment on his laptop and performs the assignment at the
customer site.
Workshop: The Workshop Employee performs the assignment
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55

The Service Scheduler monitors the execution of the

assignments in the Scheduler Workplace

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Order
Assignment of group (work center)
Rough scheduling
Planned durations
Required qualifications
Required tools

Dispatching
Assignment of technician/team
Fine scheduling
Assignment of tool resources
Execution monitoring

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Introduction
Process Overview
Business Requirements
Functional Overview

Comprehensible visualization of the planning solution

Simultaneous planning of different resource types
Human Resources
Tools

Demands can have relationships and demands can extend

over several work centers or crews
Predominantly manual creation of assignments. Scheduler is
supported by Alert Monitor. Algorithm for automatic
scheduling.
Map&Guide Integration
Execution monitoring (clocking data integration)

SAP AG 2006, Multi Resource Scheduling Functions and Features / 10

Introduction
Process Overview
Business Requirements
Functional Overview
Technical Details

!
Capacity Management
Work load on group level
Planned and unplanned orders
Employee availability (Planned working time, absences, attendances)

Graphical Planning Board

Assignment of Orders resp. Order operations to individual employees or tools
Increase of transparency
Cross-organizational planning possible

GIS Integration
Display of map
Search for nearest technician

Integration with mobile devices

Information of technicians about assignments
Status tracking of assignments

SAP AG 2006, Multi Resource Scheduling Functions and Features / 12

"

The utilization on work center level can be monitored. Utilization is dynamically calculated
from orders, assignments and actual resource availability.

SAP AG 2006, Multi Resource Scheduling Functions and Features / 13

"

SAP AG 2006, Multi Resource Scheduling Functions and Features / 14

"

Resource Availability
Assignment Processing
Employee Qualifications (Ranking)
Planning of Tool Resources resp. PRTs
Undo/Redo functionality
Alert Monitor
Teams (capacitive planning)
Links between Human Resources and Tool Resources
Automatic Split of Assignments according to rules
Map&Guide Integration
Pager/Email/SMS/CTI Integration
Algorithm for automatic scheduling
Clocking Data Integration
SAP AG 2006, Multi Resource Scheduling Functions and Features / 15

"
&

'

Work list, resources with assignments, and alerts are displayed on

one screen

Different customizable Locking Mechanisms allow multiple users to

work on the same resources and demands

!)

Availability of needed tools is directly visible in Schedulers Workplace

+,
Clocking Data are directly compared to planning situations

SAP AG 2006, Multi Resource Scheduling Functions and Features / 16

/
1

0
.

(available beginning with SAP R/3 4.7)

Existing HR employees

Employees are created as

Business Partners in the role
Employee

Detailed availability data from

the employee HR calendar can
be displayed in Schedulers
Workplace

Basic availability data (work

schedule) can be created for
the employee

Existing HR employee
qualifications

Employee qualifications and

qualification catalogs can be
maintained

+
!

SAP AG 2006, Multi Resource Scheduling Functions and Features / 17

Describe the skills and licenses a person has

!
Are linked to the operation or suboperation via a requirements profile
Indicate that an operation requires a particular qualification and detail
necessary properties, such as proficiency
Can be fulfilled by human resources that have specific qualifications

+,

The operation Domestic Rewiring has the qualification requirement

NICEIC Certified, meaning that it must be performed by a field service
employee who is an electrician approved by the NICEIC (National
Inspection Council for Electrical Installation Council).

SAP AG 2006, Multi Resource Scheduling Functions and Features / 18

#
#

$
$

A ranked list of suitable employees is displayed for an operation, based

on the service qualifications and availability for the time period
specified.

SAP AG 2006, Multi Resource Scheduling Functions and Features / 19

.
.
Messages that display violation of planning
constraints
Examples:
Resource overload
Violation of relationships between operations
Tool availability
Late start, Late end

Confirmation of Alerts
anymore

Alert is not displayed

Easy navigation from Alert to Cause of Alert

Alert Types can be switched on and off depending on

organizational unit
New Alerts can be added without modifications

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*
*

+
Assignment to organizational unit via responsible work center

In the order normally not the equipment is specified but the tool
material
Tool material: Seal Kit
Individual Objects: Seal Kit 01, Seal Kit 02, .

+,

In the Schedulers Workplace automatically the Tool Resources are

selected that are needed for the demands in the worklist
$ #-

In the Schedulers Workplace a link between an Employee and a Tool

Resource can be created for a certain time period indicating that the tool
is only available for the employee
Assignments are automatically created for the tool

SAP AG 2006, Multi Resource Scheduling Functions and Features / 21

*
$

'
.

'

Scheduler can be assigned to one or more

service groups
Authorization on level of organizational unit
Possibility to add resources from other
organizational units to the Planning Board

"

#
Cross-organizational teams possible
Capacitive planning possible

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Ranking with Distance/Duration:

Display of map:

* Available beginning with

SAP R/3 4.7

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. 5 .( 0

SAP AG 2006, Multi Resource Scheduling Functions and Features / 24

5+

5 *00

Algorithm for automatic Scheduling

Pager/Email/SMS: (available beginning with SAP R/3 4.7)

CTI Integration:
Possibility to call Sold-To via right mouse click
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Display of clocking data on the Planning Board

SAP AG 2006, Multi Resource Scheduling Functions and Features / 26

"

Delivery of
!
!
so that only little customizing
is required to get the system running
If required
+,

is possible

Alerts: Switch off certain alert types, Define new alert checks, Change
existing alert checks, Change parameters of alert checks
Worklist: Remove and add fields to the worklist
Change parameters: Time granularity, assignment splits etc
Locking mechanism

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Multi Resource Scheduling

Manual Creation of assignments for PM/CS orders
Algorithm for automatic scheduling
Alert Monitor
Planning of tool resources
Teams
Clocking Data Integration
Map&Guide Integration

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Jonas Guerra

Obrigado
SAP AG 2006, Multi Resource Scheduling Functions and Features / 29

marcelo.mattiassi@sap.com
jonas.guerra@sap.com

7889 .

. :.

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