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© British Telecommunications plc 2001
Dynamic Scheduling in Mobile Workforce Management
Ralf KeuthenPLANET Information Day, Ulm, 2003
© British Telecommunications plc 2001
Contents
Automated Mobile Workforce Management The Workforce Scheduling Problem TASKFORCE System Overview Issues Current/Future Work
© British Telecommunications plc 2001
Mobile Workforce Management a.p.solve -- A Short History
Involved in mobile workforce management since 1987.
Produced two major Work Management Systems which have evolved into the TASKFORCE products we currently market.
a.p.solve (100+ employees) was spun out via the British Telecom’s Brightstar business incubator initiative in April 2003.
a.p.solve’s planning and scheduling products primarily support the management of mobile workers via Personal Digital Assistants and mobile telephony.
© British Telecommunications plc 2001
Scope
Large telecommunication, cable, utility and fix & repair companies typically maintain a fieldforce of 100s - 10,000s of technicians
The fieldforce supplies provision of service, repair and maintenance tasks on a daily basis (between 1000s - 100,000s of tasks/day)
Customers Residential, Business (provision, repair) Company itself (maintenance, repair)
© British Telecommunications plc 2001
Example: Mobile Workforce at British Telecom
BT Customer Access: a.p.solve’s TASKFORCE products currently
schedule BT’s workforce of Service Technicians.
~25,000 field technicians ~150,000 tasks every day across the United
Kingdom. A high quality service at low operational cost
needs to be delivered.
© British Telecommunications plc 2001
Work Management Organisation
Domains: Geographical
partition of the work area
into autonomous domains
Domains controlled by automated work management system
Supervised by a human controller
© British Telecommunications plc 2001
Organisation: How it works
• Call Centre
• Network Service
TASKFORCE
• Handheld terminal
• Laptop
• Mobile
Customer Service
Work allocation and visualisation
Dispatch work to technicians
© British Telecommunications plc 2001
Organisation: How it works Customer Service:
take customer calls arrange appointments
TASKFORCE: provide customer service with a selection of
appointment slots Allocate work to technicians dispatch work to technicians
Technicians receive work details travel to and carry out work report back when work is finished
© British Telecommunications plc 2001
Workforce Management: From a Scheduling Point of View
© British Telecommunications plc 2001
Scheduling Model
Resources: Technicians Vehicles and other equipment
Activities: provision, repair and maintenance work
Constraints: time windows, access restrictions precedence constraints co-op, assists, etc.
© British Telecommunications plc 2001
Main ObjectivesRight man - right time - right place - right costs
Maximise productivity number of tasks scheduled most efficient resource for each task
Ensure a high quality of service compliance with agreed appointments & due dates work importance
- Minimise costs travel times waiting/idle times overtime
© British Telecommunications plc 2001
Other Objectives Workforce satisfaction
task preferences preferred working areas
Business rules every technician gets a job avoid the splitting of tasks over breaks (if possible)
Avoid disturbances robust schedules flexible schedule
Some of these contradict one another
© British Telecommunications plc 2001
Issues
Dynamics/Uncertainties/Complexities of problem
Scale
The need for a totally automated, online, system.
© British Telecommunications plc 2001
Dynamics
Tasks
The company and its customers can request cancel amend tasks (at all time!!)
ResourcesAvailability subject to last minute changes personal absence, sick leave, etc changes to task completion times vehicle breakdown
© British Telecommunications plc 2001
Uncertainties Duration of tasks
Uncertain due to exact scale of work often unknown before a
technician arrives on site varying technician skill levels
Travel timesUncertain due to weather traffic conditions
Business objectivesResource manager can change business objectives
© British Telecommunications plc 2001
Complexities
Complex mixture of tasks: different execution target times (appointment/commitments) different task priorities: low - high priority tasks Wide range in the duration of tasks: 8 mins - several days
Inter task dependencies can be complex coops, assists tasks pre-installation tasks stock point visits, etc
Site access restrictions security access business opening times road closure, etc
© British Telecommunications plc 2001
Complexities
Geographical complexities diverse (London vs East Wales, etc) Preferred working areas
Skills heterogeneous workforce diverse skill set
Work type and work skill imbalances some geographical areas can be under resourced certain skills can be under resourced
Business Rules
© British Telecommunications plc 2001
Scale
Scale of individual problems domain dependent
Technicians: 10s to 100s of technicians
Tasks: 100s to 1000s of tasks
Scheduler needs to cope efficiently with all domains
© British Telecommunications plc 2001
Issues
No realistic forecasting possible! Assumed ‘static’ environment?
Optimised schedules quickly become sub optimal or even infeasible
What is optimality in an dynamic environment? First thing in the morning everything changes !!
(sick leave, new tasks, etc)
Building robust/flexible schedules? Limited applicability Radical changes to the current schedule may be
desired
© British Telecommunications plc 2001
Scheduling Opportunities:
Impact of Personal Digital Assistants on Scheduling
Practice: Mobile phones, laptops, handheld terminals, the
Internet, etc allows to dispatch tasks to mobile workers in real time tasks are (usually) dispatched one by one
Scheduling impact: allows to adjust the schedule to the changed environment allows to correct (some) scheduling decisions made earlier
However, the time available to react to changes is very limited
© British Telecommunications plc 2001
Available Tools:
Identify processing bottlenecks Exploit scheduling opportunities Maintain schedule stability and existing process plans. Refine solutions. Repair constraint violations. Summarise solution states for human controllers and
software agents. Dispatch scheduling tasks to field technicians with
respect to current schedule state and customer demand.
© British Telecommunications plc 2001
TASKFORCE System Overview
© British Telecommunications plc 2001
Needed Automation
Automated data flow from order source systems to job dispatch.
Schedule revision must be automatic and robust.
On line Dispatcher must be able to cope with corrupted schedules.
The real-line monitoring of the location of mobile technicians and their expected completion times is important.
© British Telecommunications plc 2001
TASKFORCE
Developed by BT and employed since 1997.
TASKFORCE supports: Resource Management Operations Management Schedule/Jeopardy Management Progress Management Scheduling & Dispatching
© British Telecommunications plc 2001
System Overview
© British Telecommunications plc 2001
Schedule Manager
Planer that transforms customer orders (service requests) into scheduling variables with their associated constraints
Identifies tasks in jeopardy of becoming tardy Pre-processes tasks & resource information
according to business rules Calls scheduling tools to create/maintain
executable schedule
© British Telecommunications plc 2001
Scheduling Needs
Batch Scheduling Schedule revision Appointment booking support Interrupt Scheduling Route Optimisation Schedule Dispatcher What-If Scheduling Schedule Visualisation & Manual scheduling
support
© British Telecommunications plc 2001
Architecture OverviewVisualiser
DS
Pre-scheduler
Optimiser
Interrupt Scheduler
Dispatcher
Intelligent Appointer
Schedule Manager
© British Telecommunications plc 2001
Batch Scheduler
Runs overnight to construct high quality schedule for the following day Build provisional start-of-day schedule Schedule construction & route optimisation
Techniques: Chronological backtracking based Constructive
Algorithm assign important and hard to schedule tasks
Local Search based optimisation supported by a constraint net to ensure feasibility
Stochastic Local Search: Simulated Annealing
© British Telecommunications plc 2001
Dynamic Scheduler
Run while schedule is being executed to maintain a high quality schedule
Responsibilities: Absorb schedule changes and most up to date
information Rebuild, repair, update & re-optimise provisional
schedule How it works:
Perform frequent short batch runs to rebuild a feasible schedule
Pass provisional schedule to Schedule Manager
© British Telecommunications plc 2001
Dynamic Scheduler
Pre-scheduling: Reload and try to rebuild old schedule
Tree Search assigning remaining important and hard to schedule tasks
Optimisation: Low Temperature Simulated Annealing.
Currently looking into more focused techniques such as exploring
large neighbourhoods based on an ejection chain model, Guided
Local Search, etc
© British Telecommunications plc 2001
Intelligent Appointer
Controller/call centre support tool Heuristic based
find a set of feasible appointment slots based on the current schedule
suggest feasible appointment slots to human controller
controller books appointment slot and associates time windows with the new task
task is sent to schedule manager
© British Telecommunications plc 2001
Interrupt Scheduler
Automatic Schedule Revision: Reallocation algorithm to support situations
where important work would otherwise fail. The system can’t find an available resource for high
priority work at specified times Interrupt scheduler identifies a sequence of
reallocations to free a technician to perform the work
© British Telecommunications plc 2001
Automatic Dispatcher Online and event triggered System Responds to requests for work from field force
in real-time, making alterations to the planned tour as required.
Supports the management of uncertainties & last second changes to the schedule associated with: travel time & task duration arrival of new high priority work and cancellation of
already scheduled work
© British Telecommunications plc 2001
Dispatching Algorithms Rule based system.
If Field Technician request work then the Dispatcher identifies a task for the technician to service.
Rule Examples: Find work on site for technicians rather than travel to
new locations Give preference to tasks getting close to their deadlines Keep technicians from travelling outside their preferred
working area etc, etc
This may result in the need to repair a damaged schedule
© British Telecommunications plc 2001
What-if and Manual Scheduling
Are off-line schedulers that support work controllers by providing the visual and analysis tools to try out different scheduling parameters and allocations to discover improvement opportunities without risk.
Changes to scheduling parameters can be applied to current or archived data and the resulting schedule can be examined in an off-line environment.
Changes can then be applied to live sites.
© British Telecommunications plc 2001
Schedule Visualisation Tools
Compress schedule information and represent it
in a way that can easily be captured by the user Provides the human controller with:
statistics tour task tables Gantt chart map tour representation
© British Telecommunications plc 2001
Schedule Visualisation: Gantt Chart
© British Telecommunications plc 2001
Schedule Visualisation: Map
© British Telecommunications plc 2001
Current/Future Work
© British Telecommunications plc 2001
Dynamic Work Crew Scheduling
Field force activities can often not be carried out
by a single person but need multi-skilled crews safety reasons (gas, electric, etc.) activity reasons (heavy equipment, etc.) specific equipment (elevator unit, crane, etc)
Examples: Expansion/repair of the telephone network Electricity/gas/water supply to new build homes etc.
© British Telecommunications plc 2001
Dynamic Work Crew Scheduling Workpackages instead of single tasks Complex workpackages
long tasks (2h to a few weeks) many inter task dependencies different configurations possible
Skill matching is a crew skill the sum of its crew member skills?
Task duration If 2 people need 1 hour do 4 people need only 1/2 hour?
How and when to build, amend or break crews in a dynamic environment?
Intelligent End-to-End Fieldforce Automation
www.apsolve.com