Work Management: Definition, Process, Features and Skills
Work Management includes the integrated processes and procedures that help the organisation schedule work more efficiently, meet consumer’s needs, utilize assets and evaluate performance.
Features of Work Management
As an enterprise-wide process, Work Management standardizes the entry point of all ‘work’ done within organisation. Whether the work is capitalized or not, it will have a common origin, common number used to track, and be traceable throughout the service Order and Cost Accounting Systems. This allows for better customer services, estimates to actual comparisons, and more accurate bench-marking. We can more readily attain the actual cost of work completed when there is commonality through all systems.
Customer contacts can be tracked by defined reason codes in the Contact Tracking System, and provides a customized questionnaire and workflow for each contact reason. Contacts can be recorded at the beginning or end of the contact, or automated as part of the standard screen-flow when updating any screen.
Customization is as simple as entering reference forms to create service order types and contact tracking reasons, with customized task workflows built for each. Task Workflows can be customized for screen entry flows, customized printed form outputs and resources tasks.
A task-based design insures that jobs won’t fall through the cracks by utilizing a customized list of steps or task, for each service order type or contact tracking reason established. A task duration setting establishes normal response times for each task and summarizes the task duration to provide the overall target date for service order. Besides these two methods of task creation, ‘Ad Hoc’ tasks can be added unrelated to a customer, service order or contact tracking reason.
The Work Queue provides an online task filtering tool allowing tasks to be viewed, schedule, assigned and completed by a multitude of options. The Work Queue also provides a personalized ‘To Do’ lists for each employee to work form.
One of the most important features is the ability to established Work Management Groups. The Work Management Group is used to define groups of resources along with the task that they commonly perform. The creation of this grouping allows for streamlining assignments of the appropriate people and equipment to the work they needed to do. The reporting by these groups provides greater bench-marking ability, as well as consistency in accounting for work done. Tasks are assigned by default to specific Work Groups, but in addition, can be assigned to individual employees, vehicles and crews through the Work Queue.