MSO using TOA system for technicians and installers. For those that don't know, it's a system for tracking technicians and installers routes and has the ability to authorize digital boxes and modems right from a web browser enabled Nextel phone. The route information is downloaded to tech's phones and can be displayed on the screen. The tech activates his route from his phone...
Each job on the route is assigned a time frame, an estimate of how long the job should take and estimated arrival time at each job on the route.
The tech simply starts and closes each job but cannot manipulate the time.
Converters and modems can be activated for each account as well.
There are a lot of pros involved using this system however the cons should be addressed.
In one case, the MSO is monitoring the techs progress. They are looking at the time frame issue especially.
For instance if a tech is routed three jobs in the 8 a.m to 10 a.m. time frame and spends longer than expected on his first job, the system reflects that he will be late to the next two orders.
This can have a snowball effect wherein if the tech cant get his work reassigned to someone that can make the appointment on time, the entire rest of his route is in jeopardy of showing late arrival times.
The MSO is hinting that they may start chargebacks for each missed time frame.
Now, this has been an issue in the past but before the system was applied, times could be fudged on work orders as long as customers didn't call to inquire about their appointment. In most cases in the past, if a tech was running late, simply calling the cust to let them know took care of the issue. There were a few that would call the MSO and complain or insist on the on time garauntee ($25 refund for missed or late appointment).
With TOA, the MSO knows that appointments are not being met in time frame.
As a result of this, many techs are rushing their jobs in order to not be charged back... still this was a problem in the past but now with the knowledge that they're be electronically monitored and can't manipulate the time, it adds a great deal of stress to some.
One of the problems with this system is when the MSO puts 2 hr time frames on ALL jobs including those that require no customer contact such as reconnect at pole, bury drop, replace aerial and disconnects where no equipment is picked up.
The MSO does not recognize that these are outside only, no customer contact tasks in the TOA system.
Another issue is techs now refuse to pick up extra work during the day because they fear having their time frames adversely affected.
Again, there are pros and this could be a very useful tool but until some of the issues are addressed, I don't think the techs should have their feet held to the fire and threatened with backcharges.
TOA/ETA system... feedback anyone?
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