1. Terrence Hall Arizona State University CIS 440 September 11, 2012

2. What is “Mobile Fleet Management?” Mobile fleet management software (also called mobile workforce management, or field service management) is a software system designed to: Automate and/or streamline work distribution to fleets of workers who regularly perform job duties at a customer site Provide visibility and communication capability to back-office staff and managers GPS vehicle tracking and driver behavior Order status and completion information Data compilation and reporting 2 Mobile Fleet Management Software in Modern Service Industries

3. Example Industries Telecommunications companies AT&T, CenturyLink, Verizon Backbone and infrastructure providers Utilities Municipal and commercial sanitation and waste management companies Natural Gas Providers Electric Companies Cable Providers (case study)case study 3 Mobile Fleet Management Software in Modern Service Industries

4. Example Solution Providers Oracle TOA SAP Clicksoftware Ventyx 4 Mobile Fleet Management Software in Modern Service Industries

5. How does it work? Underlying technologies Windows, Linux or UNIX server – or SaaS/Cloud solution Desktop clients Typically Windows OS Administrative and supervisory functionality (dispatch and scheduling) Mobile (laptop) clients Mobile phone/Ipad/Android OS Mobile connectivity Integration with host systems Billing systems CRM - Customer Relationship Management Asset management 5 Mobile Fleet Management Software in Modern Service Industries

6. Advantages of Mobile Fleet Management Real time situational information Improved resource planning and forecasting Enhanced activity analysis Elimination of work duplication compared to paper printouts or work order requests Automation and optimization of fleet business support functions, such as dispatch Improved ability to quickly retrieve custom reports and pre-built Key Performance Indicators (KPIs) 6 Mobile Fleet Management Software in Modern Service Industries

7. Importance in Today’s Business World Efficiency and best practices Cost reduction initiatives “…the workforce is shrinking in some economies, and even worse, layoffs are currently looming due to sagging economies around the globe. The need to reduce labor costs while improving productivity, efficiency, and service levels has never been more critical.” (Workforce management, 2008) Employee measurement and objective performance evaluation Competitive advantage “…integrated mobile capabilities ensure the appropriate personnel are at the right place at the right time with the right tools to get the job done the first time – regardless of work type.” (About Ventyx, 2011) 7 Mobile Fleet Management Software in Modern Service Industries

8. Importance in Today’s Business World By 2013, the percentage of technicians with wireless access to a formal packaged field service management (FSM) solution in a large enterprise will increase from 28% in 2011 to 50%. (McNeill, Maoz & Clark, 2011) 8 Mobile Fleet Management Software in Modern Service Industries

9. Points to Ponder What are some potential applications for mobile fleet management in areas that it is not currently in use? What are your personal experiences with a mobile fleet management system? What disadvantages could be presented by implementation of a mobile fleet management system? How might businesses address potential ethical considerations posed by a mobile fleet management system? Mobile Fleet Management Software in Modern Service Industries9

10. Works Cited About ventyx, an abb company. (2011). Retrieved from http://www.ventyx.com/pdf/ventyx-corporate- overview.pdf Workforce management - impacting the bottom-line. (2008, August). Retrieved from http://www.oracle.com/es/solutions/hcm/018844.pdf McNeill, W., Maoz, M., & Clark, W. (2011). Magic quadrant for field service management. Gartner. 10 Mobile Fleet Management Software in Modern Service Industries