The tasks associated with the management of a work order in Aranda FIELD SERVICE are framed in the life cycle of the order and include the definition of the components, managers and characteristics of the service, plus the management of the evolution and compliance of the order.
The management of Aranda FIELD SERVICE AFLS is developed in four stages that allow the fulfillment of a service order, as follows:
Dispatch
1. In this stage, the definition, location, scheduling and assignment of work orders is carried out.
Example: In the case of a television and internet installation service with Aranda FIELD SERVICE, just after the telephone request made by the client, the process of generating and dispatching the work order begins, where the client’s data (address, telephone, email) are recorded, the characteristics of the service are specified (installation of HD TV and broadband internet, configuration of channel packets, configuration of browsing capacity) and the location of the service (geographical location and direction of attention).
Once the record is defined, the installation is scheduled on dates and times that fit the availability of the customer and the field specialist, the work order is assigned to the field specialist(s) with the experience and skills required for the requested service and finally the spare parts and quantities to be used in the installation of the service (wiring, wiring, television antenna, TV modem, internet modem, remote control, among others).
Attention
2. In this stage, service requests are attended to in the field. The app’s mobile console features an option that allows the field specialist to manage the work order lifecycle through different statuses: Open, In Process, and Close.
Example: In the management of a television and internet installation service with Aranda FIELD SERVICE, the attention of the work order begins at the moment the field specialist is notified of the service and includes the specialist’s travel to the referenced place and the installation activities of the service such as wiring check. physical installation of the antenna, configuration of television and internet signal packages, activation of services and updating of the attention statuses of the work order.
Monitoring
3. In this stage, supervision of the activities carried out in the process of attending to work orders is carried out.
Example: In the management of a television and internet installation service with Aranda FIELD SERVICE, monitoring includes follow-up activities to the generated work order.
The responsible monitor will view from a control center, the location of the assigned television and internet installation services, the location and movements of the field specialist and will be able to determine the evolution and progress of the service, by consulting the reports or update of care statuses made by the field specialist.
Closing
4. In this stage, the field activities are concluded and the responsible specialist closes the assigned work order.
Example: In the management of a television and internet installation service with Aranda FIELD SERVICE, the closing of the work order becomes effective when the television and internet installation process is completed and a telephone report is made to the dispatcher, to confirm compliance with the service.