© 2008 Eventure Events. All rights reserved. Integrated Scheduling of Customer Requests & Construction Holly Bowers Consumers Energy Curtis Rine Rine Consulting,

© 2008 Eventure Events. All rights reserved.

Integrated Scheduling of Customer Requests & Construction

Holly BowersConsumers Energy

Curtis Rine Rine Consulting, LLC

Agenda

• Consumers Energy and Michigan• Integrated Scheduling

– Business Requirements– Process Description

• Scheduling Tools– Planning Board Scheduling– Timeslot Scheduling– Batch Scheduling– Emergent Scheduling

• Conclusions

Consumers Energy and Michigan

LudingtonLudingtonPumpedPumpedStorageStorage

B C CobbB C Cobb

J H CampbellJ H Campbell

D E KarnD E KarnJ C WeadockJ C Weadock

J R WhitingJ R Whiting

MioMioAlconaAlcona

CookeCooke

FooteFooteLoudLoud

5 Channels5 ChannelsHodenpylHodenpylTippyTippy

RogersRogersHardyHardy

CrotonCroton

WebberWebber

AlleganAllegan

Electric

Gas

Combination

Storage field

Dams

Generation

Pumped storage

ZeelandZeeland

• Serving Michigan families and businesses since 1886

• We provide electric and natural gas service to 6.5 million people

• 8,000 employees

• Serving all 68 Lower Peninsula counties

• Company motto: “Count on Us”

CEA Project at a Glance

• Comprehensive legacy platform replacement project (over 112 legacy systems retired)

• Included SAP IS-U (CCS, CS, FERC), FI, CO, MM, SD, HR, PM, IM, PS

• All modules all business units big-bang deployment approach

• Included “downgrade” of latest SAP functionality – compatible unit design estimating for mass plant and mobile device integration

• Live with ECC 6.0 on July 1, 2008

What is Integrated Scheduling?

Integrated scheduling is the process by which different users, responsible for scheduling, view

and load the same work center capacities in order to fulfill short cycle customer requested work, longer cycle construction projects and

emergency situations.

Business Requirements to Support Integrated Scheduling

To improve customer service and productivity by more effectively utilizing the existing work force through:

• Shifting work from over utilized resources to underutilized resources statewide

• Taking advantage of seasonal work fluctuations

• Reducing over commitment of existing resources

• Improving accuracy of commitment dates

Business Requirements to Support Integrated Scheduling

Have X amount of field crews to perform Y amount of work regardless of its creation point.

• Combination of remote scheduling of resources by call centers and local scheduling of resources by operations centers

• Finite set of field workers located in each area• Same field workers perform a variety of activities

from customer related work, to construction work, to emergency response

• Need to keep customer appointments and construction schedules

Sources of Work Requests

• Asset Management– Examples: system improvement new

business, maintenance plans

• On Demand Work– Examples: meter exchanges, turn-on/off,

investigates, appliance repair

• Emergencies and Field Created Bypasses Scheduling Tools

– Examples: gas leaks, no lights, field work on-site created

Customer Appointments

Construction Work

Preventive Maintenance

Emergent Work

Scheduling Tools

Customer Appointments

Construction Work

Preventive Maintenance

Emergent Work

Timeslot Scheduling

Capacity Planning

Board

Bypass capacity planning

• Distribution and Gas Transmission Schedulers

– Transaction: CM25

• Call Center Reps, Operations Service Schedulers, Dispatchers, Designers

– Transaction: CIC0

• Call Center Reps, Field Employees

Scheduling Process Overview

Customer Appointments

Construction Work

Preventive Maintenance

Emergent Work

Timeslot Scheduling

Capacity Planning

Board

Bypass capacity planning

Same Day

Future Day

Sent to Field

Capacity Planning Board

Batch Scheduling

Scheduling Tools Review

Timeslot Scheduling

Capacity Planning

Board

Bypass capacity planning

Capacity Planning

Board Batch Scheduling

Capacity Planning Board – Production planning scheduling tool that allows for scheduling (dispatching) of individual operations to designated days based on capacity requirements, availability and dates.

Timeslot Scheduling – Utility solution scheduling tool that allows for viewing available capacity for designated timeslots prior to order create.

Capacity Planning Board Batch Scheduling – Batch job that schedules (dispatches) orders automatically. Consumers Energy uses to align future day customer requested work with construction scheduled activities.

Bypass Capacity – No capacity check at order create or release.

Now lets get into the SAP details …

Capacity Planning Board

Production tool to schedule operations to specified dates. Adheres to restriction dates, operational relationships, work center availability and capacities.

Purpose– Schedule single and/or multiple operation work orders

Utilizes Transaction CM25

– Custom profiles per type of work (viewable fields on the board) based on schedulers needs

– All profiles utilize the same scheduling strategy

– Tabular view

Capacity Planning

Board

Capacity Planning BoardBusiness Process

Planners select and

release work orders Work Order

User Status Changed to ‘Ready for

Scheduling’

Initial Capacity

Availability Check

Assign operations to company or to contractor work centers

Schedulers select work orders to be scheduled

Dispatch operations to

scheduled days

Work Order User Status Changed to ‘Ready for

Work’

Schedulers save Capacity

Planning Board

Changes

Capacity Planning BoardReleasing Orders – Finite Scheduling

At order release an availability check automatically occurs and determines if there is available capacity within the order dates.

• If there is available capacity the order is released and the user status is updated

• If there is no available capacity within the period, finite scheduling is invoked and the system proposes new order dates when there is available capacity

Capacity Planning Board Finite Scheduling

System indicates capacity overload at order release

System shows day where overload

exists

Capacity Planning Board Finite Scheduling

Invoke finite scheduling here

System proposes new date and time

Capacity Planning BoardScheduling Orders

Select work orders ready for scheduling and dispatch operations to available days and work centers.

• Planning Board Can Be Entered Via:– Order and/or operational list edit

– Directly using CM25

– Via a single work order

Capacity Planning BoardScheduling Operations

Work Centers

Weekdays

Operations

Capacity Planning BoardScheduling Operations Daily Available

Capacity (hrs)

Daily Scheduled Work (hrs/%)

Daily Remaining Proposed Work

(hrs/%)

Blue Indicates Proposed Work

Black Indicates Scheduled Work

Capacity Planning Board Individual Requirements List

Overall Work Hours and Duration

Work Hours Required by Day

Capacity Planning Board Capacity Graphic

Red: OverloadGreen: Remaining AvailableBlue: Work with no overload

Capacity Planning BoardAdditional Functionality

• Sort operations or work centers

• Dispatch multiple operations at one time

• Dispatch operations to different work centers

• Dispatch operations to different day than proposed

• Change order from within planning board

• Change capacity from within planning board

• View multiple work centers simultaneously

Capacity Planning BoardConfiguration Decisions

• Scheduling Strategy – for automatic dispatching what are your business rules? Schedule to earliest start? Latest start?

• Layouts – what fields do your schedulers need to see to properly schedule operations based on business requirements?

• Sort Keys – how will your schedulers want to sort their work order operations on the planning board? Will they also want to sort the work centers?

• Individual Requirement List – what fields should be viewed/printed on the requirements list to communicate the work center’s scheduled operations?

Timeslot Scheduling

Integration point between Customer Relationship Management (CRM) and Enterprise Asset Management (EAM).

• Purpose– Schedule customer appointments

– Schedule operations associated with customers

• Utilizes transaction CIC0 and Industry Solution for Utilities (ISU) work management functionality

– Order codes

– Service objects

– Timeslot profiles

Timeslot Scheduling

Timeslot Scheduling

Consumers Energy Specific Requirements:

• Easy to understand, fast and efficient method

• Provide all day or specific appointment times

• Use the same work centers and capacity intervals as the Capacity Planning Board

• Reschedule appointment times and dates without using transaction CIC0

To meet these business requirements, an enhancement was required …

Timeslot SchedulingEnhancements

Enhanced ISU Timeslot Scheduling:

– Capacity is read from the interval and shift data not from the work center header data

– Appointment commitment feature transfers the appointment date and time to restriction fields of the order’s operations

– Provides two timeslot views versus the standard single timeslot view

– Enhancement utilizing IW38 list editing to allow users to go to the timeslot process from IW38

Timeslot SchedulingBusiness Process

User finds Business

Partner and launches order create process

Appointment selection screen is

opened by the system

User selects Order Code

based on the type of work

request

User selects appointment

date from available periods

Work Order is created by the system

via the service object

Work Order User Status Changed to ‘Ready for

Work’*

Timeslot SchedulingLaunching the Process

Launch Processes

Master Data

Timeslot SchedulingAppointment Selection

Specific Appointment Range Profile

All Day Period Profile

Timeslot SchedulingOrder Operation Results

Specific AppointmentCreates Restriction Dates on Operation

Timeslot SchedulingConfiguration Decisions

• Order Codes and Service Objects– What types of work are to be performed?

– What makes the work unique?

• Timeslot Profiles – How are the company’s work centers organized?

– What appointment windows fit the business needs?

– What profile is suitable for each work center?

Capacity Planning BoardBatch Scheduling

Standard SAP batch program that schedules work order operation dates automatically.

• Integrates ISU Timeslot Scheduling with the Capacity Planning Board

• Purpose– Schedules the operations related to the orders created via the

Customer Interaction Center

– Updates the Operation System Status to DSPT

– Utilized to schedule future day customer related work

– Creates a consistent view on the Capacity Planning Board for the operational schedulers

• Transaction: CM40

Capacity Planning

Board Batch Scheduling

Emergent Work

Due to the nature of the utility industry, there is a need to plan for the unplanned. This includes emergency work, field determined and code related.

• Purpose– Allow for same day work regardless of available

capacity

– Hours are reflected in timeslot scheduling

– Orders are viewable on the capacity planning board

Bypass Capacity Planning

Integrated SchedulingConclusions

Scheduled Short Cycle

Work

Construction Activities

Preventive Maintenance

Emergent Work

Timeslot Scheduling

Capacity Planning

Board

Bypass capacity planning

Same Day

Future Day

Sent to Field

Capacity Planning Board

Batch Scheduling

Creating a single view of capacity requirements regardless of the type of work, method of creation and scheduling.

Integrated SchedulingIntegration Points

• All scheduling tools are looking at the same work centers and available capacities

• All scheduling tools consider the work center capacity intervals and shift data

• All scheduling tools are dynamic to view the real time requirements and availability

Integrated SchedulingRequirements for Success – Comprehensive

• Understand, align and optimize the capacity integration points in the business

• Change the company’s behavior from a reactive mindset to a planning mindset

• Improve the designers’ planners’ skill sets to include an understanding of capacity planning

Integrated SchedulingRequirements for Success – Day to Day

• Maintain a viable schedule by utilizing the SAP scheduling tools

• Create work orders with reasonable capacity requirement estimates and execution dates

• Update work center intervals of available capacity to reflect the true available capacity

Integrated Scheduling

Thanks for your participation!

Questions?

© 2008 Eventure Events. All rights reserved.

Holly BowersConsumers Energy

[email protected]

Curtis RineRine Consulting, LLC

[email protected]