AESOP - Advanced Engineer Scheduling Optimisation & Prediction

很难实现现场服务工程师的高效调度。目前的方法是人力密集型的，在最后一刻或实时进行更改是具有挑战性和破坏性的。这意味着提供响应服务的成本很高，需要大量的按需工程师，而且由于发生意外问题，仍可能无法按要求交付。高级工程师调度优化与预测(Aesop)项目将构建一个独特的客户服务应用程序的原型，以实现现场服务工程师工作计划的实时响应调度。先进的预测计划将结合：1)使用有关交通流量、天气、日历事件等的实时数据馈送；2)通过物联网(IoT)基础设施从已部署的机器和设备中获取数据；3)客户对预约时间的偏好；以及4)所有与工程师工作量、可用性、位置和技能集相关的信息。计划将包括对各种现场服务活动以及它们之间的最佳路线进行优化排序。这种新方法的好处是：a)组织将能够将其总体服务维护、规划和管理成本降低至少50%，并能够为每个服务活动节省时间，从而在整个服务队伍中实现显著的年度成本节约；b)通过使用物联网设备报告的信息，基于预测性的预防性维护计划将显著降低总体维护成本，这是通过主动计划实现的；c)客户将收到关于何时进行服务访问的更准确的信息。客户还将更好地控制何时安排服务访问，从而减少等待工程师到来所浪费的时间。

Efficient scheduling of field service engineers is very difficult to achieve. Current methods are human-intensive and it is challenging and disruptive to make last minute or real-time changes.This means that providing a responsive service is expensive, requires a substantial number of ‘on-demand’ engineers and can still fail to deliver as required due to the occurrence of unexpected problems.The ‘Advanced Engineer Scheduling Optimisation & Prediction’ (AESOP) project will prototype a unique customer service application to enable real-time responsive scheduling of field service engineers’ work programmes. The advanced predictive scheduling will combine:1) the use of real-time data feeds concerning traffic flows, the weather, calendar events, etc.;2) data from deployed machinery and equipment through an Internet of Things (IoT) infrastructure; 3) customer preferences for appointment times, and 4) all correlated with information about engineer workload, availability, location and skill set. The scheduling will include optimised sequencing of the various field service activities and the best routes between them.The benefits of this new approach are:a) Organisations will be able to reduce their overall service maintenance, planning and administration costs by at least 50% and be able save time for every service activity, making a significant annual cost saving across the service workforce;b) The predictive-based preventative maintenance scheduling through the use of information reported by IoT devices will significantly reduce overall maintenance costs, achieved through proactive scheduling thereby requiring fewer unexpected/planned maintenance journeys;c) Customers will receive more accurate information about when their service visits will take place. Customers will also have greater control over when their service visits are scheduled thereby reducing wasted time waiting for an engineer to arrive.