2. CDC Ticket Management Processing / scheduling of Customer Call-In’s
Scheduling Scheduling of all assigned Full Service Routes
Admin Miscellaneous Management / Supervisor reports
Branch Management Maintaining Branch Contact information
Analysis Frequency and Seasonal Trend Analysis
Slides 4-36 Slides 37-58 Slides 59-65 Slides 66-78 Slides 79-90
3.
4.
5.
6. Customer Ticket, as received from
Customer Development Center (CDC)
Ticket information copied to clipboard
(images shown in Lotus Notes, later converted to Microsoft Outlook)
7. All Ticket information copied from clipboard onto entry form to save time and avoid keying errors
(Note: Assigned Dispatcher field auto-filled from system information based on assigned Branches,
Customer Service Rep field auto-filled based on CSR posting Ticket)
8. Same Ticket with Route altered to an
invalid setting
System automatically validates data and
provides appropriate error message
9.
10.
11. All Tickets are posted to the Ticket Pool
Manager view, showing all Open Tickets, their Status, and if being worked (“In Progress”)
12. Dispatcher view. Originally each Dispatcher would only see their assigned Tickets,
this was later modified to display all Tickets for all Dispatchers.
13. CSR view – “CSR Tickets” showing Tickets in “Call Back” status
(The CSR is responsible for calling the Customer and closing (or Reopening) the Ticket)
14. CSR view – “Dispatcher Tickets” showing all Tickets not in “Call Back” status
(allows the CSR to monitor Ticket volume, assigned Dispatcher, and length of time Ticket has been in the Pool)
15. Ticket Pool shown sorted by Branch (note change in tab color)
Ticket Pool can be sorted in any order by clicking the appropriate tab, the highlighted tab identifies the sorted column.
Clicking the tab will toggle between ascending and descending sequence.
18. Clicking the “Format Event Log” button uses Ticket fields to build an Event Log for copy & paste into Fasets system,
reducing time, preventing keying errors, and insuring standardized Event Log entries
19. Enter “key” values (1-6 or “P”) for standardized entry Double-click Open Ticket Memo field to display
shortcut key, then click appropriate button for
desired text.
20. “Open Ticket Memo” field expanded, picking up appropriate Ticket data (Route and Schedule
Date) to complete entry. Reduces time, prevents keying errors, and insures standardized entries.
21. Field allows Scheduler to enter additional text if necessary
(Note: Number to left of field indicate # of characters field contains, due to Access limitation
of 255 characters for non-Memo fields. Number is updated after exiting field.)
23. Completing the Open Ticket Memo field displays the Dispatcher Research Notes field (manual, “free-form” entry)
(Note Character Count field to left of Research Notes field, and that Open Ticket Memo field
Character Count value correctly reflects the field entry size.)
24. Call Back Memo field offers similar “shortcut key” options
for standardized entry, reducing time, preventing keying
errors, and insuring standard entry.
Double-clicking the Call Back Memo field displays
shortcut key, clicking the appropriate button for
desired text will populate the Call Back Memo field.
25. Print Ticket button generates a hard-copy document,
plus offers ability to email completed Ticket to Branch
and/or to Customer Development Center (CDC)
Sample email to Branch (Microsoft Outlook
format) with attached Ticket
(Note: Branch email recipients and email addresses
maintained in the Branch Management subsystem
26. Sample “return” email to Customer Development Center
Sample “hard-copy” printed document, also attached to
Branch email
27. Clicking the Branch Contact button displays a pop-up window of Branch personnel
Branch Contact information is maintained in the Branch Management subsystem
33. Clicking the Ticket # opens a non-modifiable screen displaying the original Ticket
34. Clicking the Fill History button displays information about recent fills to aid the Dispatcher in researching the cause
(i.e., Was the Ticket due to unusually high sales, should the vendor be scheduled more often, possible flavor swap, etc.)
Note: The above example shows this vendor has received four Tickets in less than 4 months (CDC Ticket column)
35.
36. Driver Name & Phone Number included (below Ticket
Information) should Dispatcher need to contact Driver for
additional information about vendor (fill history, seasonal
trends, etc.) Driver Information maintained in the Branch
Management subsystem
Fasets Theoretical Fill value included to indicate if the
vendor was legitimately excluded from the prior
scheduled fill date
40. Drop down for Branch selection Drop down for Scheduled Week
41. Sample completed Schedule
BASIS Planned Outlets values obtained from the Post BASIS Raw Count function for the specified Schedule Date
Routes, Branch Guide values (Stops & Hours), and Driver information maintained in the Branch Management subsystem
42. Cut Days totals, showing days removed (“cut”) from the
specified Schedule Week, by Branch (Full Service only)
Case Totals, showing total Cases for the specified
Schedule Week, by Branch (Full Service only)
43. Beginning “state”
Route Plan normally has Route 441 not running on Tuesday (all values in the Tue column are
set to zero), but high volume requires running the Route an extra day.
44. The Shift button allows the Dispatcher to Move, Copy, or Swap Scheduled Days, reducing time and avoiding errors
Copying Monday to Tuesday
45. Mon copied to Tue (note the BASIS Planned Outlets amount is not copied)
46. Branch Notes Possible “Cut” Day
When the Display Branch Notes button is displayed in red text,
it indicates that Branch Notes are active for the week being
scheduled. Clicking the Display Branch Notes button will open
a non-modifiable screen displaying the Branch Notes. Branch
Notes are maintained in the Branch Management subsystem.
When the number of available Stops (Add cell) is greater than the
maximum daily Stops (Branch Guide Stops row) the system will
display the Possible to cut day message. Note, this does not mean
a day can be cut, only that it is possible. Remote Customers or
other Scheduling restrictions may prevent actually cutting a day.
47. The Weekly Scheduling report can be printed by clicking the Print Report button,
and/or emailed to the Branch for review / approval by clicking the Email Branch button.
48. Dispatcher drop-down. Only available to Manager /
Supervisor, system normally defaults to active Dispatcher
49. Date to Post drop-down Target Next Day Review spreadsheet file name
maintained by Manager / Supervisor, see Slide 89
50. Post Next Day confirmation notification Next Day Review option
51. Manager / Supervisor Next Day Review report.
Each Dispatcher’s scheduled Branches posts to their own tab
52. Clicking the Post Route Rpt button creates a separate Route Report for each Branch
(note the “Milwaukee” Location and tab name
First Draft / Final Draft check boxes updated depending on which DOW the Post is made (First Draft on Thurs, Final Draft on Mon (Tues
if Mon was a holiday)). Dates (row 7) adjusted automatically; on Final Draft any unscheduled days are grayed out.
55. Forecasted stops by Route and DOW, based on Outlet (vending machine) scheduled Frequency
Cells highlighted based on Key in lower left corner of screen
56. Double-clicking any cell (Route 401 “1” (Monday) of Week
9/24 in this example) expands the detail of the 27
forecasted Outlets
Corresponding Fasets screen for the same Branch / Route
/ Date (Milwaukee, Route 401, Monday, Week of 9/24,
note “27/27” next to Fasets Date)
57. Overlaying the Fasets screen with the Scheduled Outlets pop-up confirms synchronization of the two systems
58. Fasets Milwaukee Route 401 Tuesday (9/25) stops (23) does not agree with the
Forecasted stops (22) on Slide 56 because the Branch Supervisor added an
unscheduled stop (note the “X” in the Fasets “Evn” (Event Log) column
59.
60.
61. Branch Contacts are selected from existing Contacts (see Slide 60)
Check boxes link Contacts with Branches, as the same personnel can be associated with multiple Branches.
Email To and Email CC settings are used by the system when emailing CDC Ticket & Scheduling reports.
Driver information (E# = “Dbbrrr”) is displayed on the CDC Ticket and Scheduling subsystem screens.
63. Branch Maintenance showing selected Contacts
Contacts identified here will be displayed when the Branch Contacts button is clicked in the
Ticket Management or Scheduling subsystems (see Slide 27 for an example)
64. Branch Route information:
Route, Stops per day, Driver, and Driver phone numbers
Branch Notes and “active” Dates
The Daily Stop Counts entered here are used for the
Scheduling Branch Guide (Stops) (see Slide 41) and the
Scheduling Forecast Target stops (see Slide 55)
Notes entered here will change the font color of the Display
Branch Notes button in the Scheduling subsystem when the
Notes are active, and will display in that pop-up (see Slide 46)
68. Example showing Outlets (vending machines) needing to be scheduled more often
(Frequency Increases) based on the specified Target Fill Rate
69. Fill History of selected Outlet for selected Year showing Cases Sold (by Month) and Recommended Frequency graphs
Recommended Frequency used to identify possible Seasonal Trending
70. Fill History of selected Outlet across multiple years, used to confirm Seasonal Trending
71. Scheduled vs. Filled opening screen
Screen defaults to entire Mid-West Business Unit (MWBU), allowing multiple filtering capabilities
72. Filtering options for Market Unit (MU) Manager, Supervisor, Dispatcher, and Branch.
From and To Date ranges can also be specified
Due to potential time required to filter data, filtering not applied until the Apply button is clicked
73. Screen after filtering has been applied
Example shows All Dispatchers (across all Branches)
(note primary column heading has changed from Business Unit (default) to Dispatcher)
74. Different filtering: All (assigned) Branches for a specific Dispatcher
(note primary column heading has changed from Dispatcher to Branch)
76. Double-clicking any of the cells displays the underlying detail
Planned Outlets (BASIS counts based on Frequency)
Pop-ups display which Outlets were Scheduled, Serviced, any CDC Tickets associated with the Outlet, any
Unscheduled Outlets that were serviced (“Off-Routes”), Outlet Capacity, # Cases sold, and the Fill Percentage
Low Fills (< 30%) and Zero Fills are highlighted
Viewing only Scheduled stops
77. Viewing only Outlets with Low Fills Viewing Scheduled Outlets with CDC Tickets that were
not Serviced (“Unserviced Outlets”)
Unserviced Outlets are also highlighted
(note red border around checkbox)
78. Default display for Scheduled Date and Route is “(All)”
Double-clicking “(All)” on any row expands the Scheduled Date column detail
87. Dispatcher Statistics screen shows CDC Tickets processed by selected Dispatcher, broken down by Branch
Branch broken into Assigned and Unassigned Branches
By Others columns show CDC Tickets for Assigned Branches processed by other Dispatchers (or CSRs)
Lower window shows # of CDC Tickets processed by each Dispatcher / CSR, broken down by Branch
88. FS Personnel screen maintains Dispatcher information / settings used throughout the system
89. Next Day Review screen specifies the Path and File name
of the Next Day Review file used for the current week
Note, This is the file referenced in Slides 49 & 51
90. System Modification / Enhancement
Branch Assignments, broken down by Branch and by Dispatcher
Screen is accessible from the Admin and the Branch Maintenance subsystems
