Category Archives: Vendor Review

QuickDraw Procurement with Coupa QuickStart

Earlier this week, Coupa announced the availability of Coupa Quickstart, the second in a string of big announcements they have planned for the first half of this year. (The first was, of course, the acquisition of a new CEO, Rob Bernshteyn, earlier this month.)

As noted in the Press Release, Coupa Quickstart is a setup wizard that visually guides purchasing mangers through the setup process for users, approval rules, payment and shipping terms, billing information, chart of accounts, suppliers, and other basic information that is required to get a purchasing system up and running in less than an hour. Noticing that one of the biggest barriers to adoption of e-Procurement software in small and smaller mid-size organizations was the lack of (technical) personnel to support the acquisition, setup, and implementation of en e-Procurement system, Coupa wanted to build an on-demand e-Procurement system that any buyer, with limited technical capability, and only a browser at his or her disposal, could set-up by themselves quickly and easily. The Quickstart wizard, built on top of a basic, default configuration and e-Procurement process, enables a buyer to get going as soon as they define basic company information and configure the system on an as-needed basis. As a result, most users will be able to be up, running, and cutting their first purchase order in under an hour. (Small organizations with only a few users and simple approval hierarchies will be up and running in under half and hour, and one customer managed to get a basic system configuration defined in only ten minutes!)

The Coupa QuickStart process is a streamlined process that walks a user through:

  • Company Info Definition
    In this stage the user defines the company name and address, uploads the logo, and defines the currencies (default USD), units of measure (default Each), departments (if required), and standard commodities (pre-populated with a basic default list Coupa has found to be common to many small and mid-size business) they buy on a regular basis.
  • User Definition
    In this stage, the system users and approval hierarchies are defined.
  • Financial Rules Definition
    In this stage, the user can define the company’s standard payment terms, shipping terms, billing info, and accounts (& account structure). (The system can auto-generate account numbers if the user simply defines the legal values in each segment.)
  • Supplier Definition
    The user defines the suppliers they do business with. Invitations are sent to the supplier to connect electronically, and if the supplier is already defined as a user in the Coupa system, they will see the user’s company as a customer in their instance when they accept.

Finally, the new QuickStart offering comes with a streamlined help system that contains numerous “visual” entries on how to use the invoicing, receiving, RFQ, budgeting, inventory, contracts, and punch-out capabilities as well as numerous other standard Coupa features.

The Sourcing Maniacs 2008 Vendor Tour Part 21: Vinimaya

Today’s post has been broken down into vacuity, vindication, and veil.


Vacuity

 

Wakko I never imagined a Stampede could be so much fun!
Editor’s note: the maniacs took a little detour through Calgary after finishing their visit with Upside Software in Edmonton
Yakko It sure is! But we should probably be getting back to our tour. After all, we still haven’t been offered a job!
Dot We’re not done yet?
Yakko We’re only at U!
Dot Precisely. Who uses V, W, X, Y, and Z anyway?
Yakko Well, I’ll admit that a lot of companies start with the early letters of the alphabet, presumably to come first in the listing or to take advantage of common power words, that usually start with M, N, R, S, T and other Wheel-of-Fortune favorite letters, but there are still a few companies left. I’m sure there are at least ten companies in the space that start with V.
Dot Precisely. Who uses V, W, X, Y, and Z anyway.
Yakko Verian Technologies, Vertical Net, and Viewlocity.
Dot Vertical Net is Bravo Solution now.
Yakko Okay, Vendormate.
Dot Touche! So who next. Any recommended by the doctor?
Yakko Let me check.
more flipping through the handy dandy notebook
the doctor mentioned a company called Vinimaya (rebranded Aquiire, acquired by Coupa) when we asked him who the innovative companies were.
Dot What do they do?
Yakko Catalog Management.
Dot Sounds so Web 1.0. What else?
Yakko Looks like they’re billing themselves as the B2B Search Engine now.
Dot B2B Google?
Anything else?
Yakko Looks like that’s it.
Dot Are you sure?
Yakko I think so.
Dot So what are we missing? the doctor says they’re innovative, but catalogs and search have existed for over a decade.
Yakko I don’t know. I guess we’ll have to go find out!
  the maniacs take off for Shelton, CT

 



Vindication

 

Dot Are we here?
Yakko Uhmm, I think so.
Dot I’ll knock.
tap tap-tap tap tap … tap tap
Smiling Man a smiling man opens the door
Howdy! How can I help you!
Yakko We’re a little confused. the doc said you were innovative, but we understand that you do catalogs and search.
Smiling Man That’s right!
Dot And how’s that innovative?
Smiling Man You need to understand, it’s not what we do, but how we do it.
Dot What do you mean?
Smiling Man To use the doctor‘s terminology, we’re B2B 3.0 all the way.
Yakko B2B 3.0?
Smiling Man Business-to-Business 3.0. We provide enterprise software technology that puts business users on the same footing as consumers who have had “3.0” technologies at their fingertips for years. B2B 3.0 is about connectivity that is open and free to all, content that is managed once in a non-redundant fashion by the content owner, and an open community where buyers and sellers can come together for short periods of time through virtual networks that allow them to conduct the business they need to conduct — when, and how, they need to conduct it. We provide the technology platform that, using the open connectivity of the internet, enables innovative content management that allows buyers and suppliers to engage in productive e-commerce.
Dot And how do you do that?
Smiling Man Through content unification. If you go back to the beginning, B2B 1.0 if you will, you had the catalog, which was different in every ERP, procurement, and sourcing application, and which had to be maintained by the buyer — who had to collect data from the supplier to populate their application. This led to stale data, and an inability to find new products in a timely fashion. Then the punch-out came along and helped to usher in B2B 2.0. This was a slight improvement, as the supplier was able to maintain their own catalog, which the buyer could connect to, but there were still issues. The catalog was only as fresh as the last supplier update, which could be months in the past as the supplier had to maintain a different puchout with different pricing for each buyer, and the buyer could only connect to, and search, one punchout at a time.
Dot So?
Smiling Man How do you get the best price?
Dot You review and evaluate all the options.
Smiling Man And how do you do that if you can only search one catalog at at time?
Dot You build a spreadsheet …
Smiling Man Don’t you buy a technology solution to help you with your job? Doesn’t having to build a spreadsheet hinder you? Why not just use Google and search each vendor site individually. It would be just as effective and save you money.
Dot True.
Smiling Man So buyer hosted catalogs don’t work, as they are always stale and don’t have the right prices, or products, and punch-outs don’t work as they restrict a buyer to one site at a time. Plus, both solutions often cost way more money than they’re worth. Sure you can get a catalog solution cheap, but how much is it going to cost you in salaries to keep it up to date? If you’re a large company, millions. And you might think punchouts are cheap, but a supplier has to pay someone to create a separate punchout with distinct pricing for each buyer, and then has to pay someone else to maintain that data. And who do you think pays for that overhead? That’s right, you!
Yakko So what’s the solution?
Smiling Man Our platform.
Yakko And how’s that work?
Smiling Man It’s a web-services enabled agent-based meta-search technology that can plug into any electronic product listing a supplier has at its disposal — be it punch-out, e-Catalog, a web-enabled database, or a plain old ASCII flat file — and integrate the listings into one consistent, coherent view for the buyer.
Wakko So it’s e-Bay for enterprises? A single view into all available products and services that you can search — by product name, characteristic, or price range — to find the best product to meet your need at the best price, right now?
Smiling Man That’s right Wakko! We enable buyers and suppliers to conduct commerce the way it was meant to be — simple, easy, and cost effective.
Yakko That’s it?
Smiling Man That’s it. We’re the first company to utilize the full power of the internet to let buyers and suppliers to conduct business using the technology they have available; we add the ability for both parties to define pricing and presentation rules that are applied in real-time on every search; and our powerful interconnectivity platform allows us to integrate seamlessly with all of the major platforms. What else would we need to do?
Yakko I can’t think of anything else.
Smiling Man Precisely! Sometimes you just have to keep it simple.

 



Veil

 

  we join the maniacs an hour or so later at a diner
Dot So, are we done?
Yakko We’ve done WhyAbe, and the only other W company I know of is WeSupply, but they’re on the other side of the Atlantic.
Dot And the only X company I know of is Xign, but since they’re owned by a bank, we know they’re just payments, which isn’t that exciting.
Yakko I don’t know of a single company in the space that starts with Y!
Dot I guess that brings us to …
Yakko, Wakko, & Dot … Zycus!
Wakko Aren’t they based in India?
Dot They are. But don’t they have US locations?
Yakko They do, but they’re mainly sales offices, and the doctor says he hasn’t had any luck getting a response from them locally.
Dot I guess we’re done for now, then.
Yakko It’s probably for the best. I’m feeling a chill in the air, and I don’t like the cold as much as I used too.
Dot We did get awfully used to the wonderful year-round weather in the valley, didn’t we?
Yakko We did. Let’s go home for the winter. We can start a new tour next year … and maybe, armed with our superior knowledge from this tour, we’ll even find a job!
Wakko And in the mean time, I can be Califorina Dreamin’.
Yakko, Wakko, & Dot All the leaves are brown
And the sky is grey
I’ve been for a walk
On a winters day
I’d be safe and warm
If I was in L.A.
California dreamin’ …
  the maniacs fade into the distance

I don’t know about you, but I think they deserve a 21-gun salute for their efforts. Twenty-one posts and one hundred and thirty pages of amazing content that is so rich that you have to read it multiple times to thoroughly extract all of the nuances is more than some blogs give you in an entire year (or lifetime)! Rest up maniacs, you deserve it!

 

The Sourcing Maniacs 2008 Vendor Tour Part 20: Ketera

This post is a wee bit lengthy, so I’ve broken it into kidding and Ketera.


Kidding

  the maniacs are enjoying themselves somewhere in Alberta
Wakko Hee Haw!
Dot That was a classic, wasn’t it. Did you know it had Canadian roots?
Wakko Yippie Ki Yo Yippie Yay!
Dot We’re in Alberta, not Texas, Wakko!
  ring, ring
Yakko Yakkos Yiddish Yamakas … cheery caps for cheery chaps!
Australian Accent G’day, Mates! You wanted a demo of Ketera?
  if you’ll recall, back in part 12 (Kinaxis) the maniacs asked Ketera for a demo … they were too busy at the time, but promised to get back to the maniacs
Yakko Yes, we did.
Australian Accent Ace! Could you do it now?
  neeiiggghh!
Australian Accent Is that a Brumby I hear? Is this a good time for you blokes?
Yakko It’s just fine. I’ll fire up the satellite and we’re good to go!
Australian Accent Bonzer!
Are you out in the bush, mate?
Yakko No, we’re just enjoying the ranch.
Australian Accent Texas?
Yakko Alberta.
Australian Accent You’re in the Back of Bourke, aren’t you?
Yakko I guess you could say that.
Australian Accent You’re sure it’s a Mickey Mouse time for you?
Yakko No problem. I’m ready.
Dot I’m ready.
Yakko We just need to wrangle Wakko. One sec.
Wakko!
Get your strides over here now!
Wakko Why?
Yakko It’s time for the Ketera demo!
Wakko Now? Here?
Yakko We got sattelite internet, remember?
Wakko glumly
o. k.
Dot You can get back to having fun as soon as we’re done!
Wakko cheering up
A’ight!
  Wakko moseys on over.
Yakko We’re ready to give it a fair go!



Ketera

Australian Accent switching to his best American for the demo
Today I’m going to run through our new e-Sourcing application. It’s pretty straight-forward, so it won’t take much time.
  unlike the maniacs’ walkabout …
Yakko No problem! Take it away.
Australian Accent I should start off by noting that what we noticed was that a lot of people were spending a lot of money on enterprise sourcing applications without using the full extent of their capabilities … most of our catalog, procurement, and supply network customers were just using e-RFX and e-Auction and most of those customers were just using single round RFXs and traditional reverse auctions … not the dozen or so variants that have sprung up over the last ten years.

We saw the need for a low-cost 80% solution that would give the market what we felt it needed most … a basic sourcing solution for small and mid-size companies without large budgets or sophisticated software needs. And that’s what we built.

Our e-Sourcing solution is just RFX and Reverse Auction … and unlike many enterprise applications that take hours, if not days, to set an event up … our solution allows an event to be configured in minutes using a very simple 3-step process.

Step 1: Create a new event.
Step 2: Specify the items and item details.
Step 3: Invite suppliers.
  Then you just sit back, and watch prices tumble.

Yakko If it’s that easy, is it really an 80% solution?
Australian Accent Think about it. How much does an e-RFX and e-Auction solution really have to do?
Yakko Well, one thing we learned from talking to Source One about WhyAbe is that, for many categories, and many small to mid-size companies, it doesn’t have to do that much.
Australian Accent Precisely. And their offering is actually a good starting point to understand our offering.
Yakko So how does your offering compare to theirs?
Australian Accent Quite good. We both have the bare minimum requirements for e-RFX and e-Auction, but whereas, in our view, they’re more of a 60% to 70% solution, we add a few features that, although they sound like bells and whistles, are actually necessary for an 80% solution in today’s global e-Sourcing marketplace.
Yakko Like what?
Australian Accent Localization. Contract tracking. Fine-grained scoring on RFX questionnaires. Microsoft Excel integration. Templates. Instant-Messaging and Alerts. Customizable dashboards. Supplier Master Management. Wizards for each step of the process. The little things that make it easy, useful, and a pleasure to use — all embedded in a streamlined application with a carefully designed UI that buyers want to use.

And, unlike many other e-Sourcing platforms, it’s a low-cost, self-service, pay-as-you-go platform.

Yakko How low?
Australian Accent $39.99/month for unlimited RFIs, RFPs, RFQs, and reverse auctions. Plus, you get instant access to thousands of suppliers in the Ketera network.
Yakko Beaut!
Australian Accent Too right!
Yakko Anything else we should know?
Australian Accent It’s very easy to administrate, and the item and supplier master views support numerous filters for quick location of the appropriate item or supplier. It’s straightforward to enter proxy bids on behalf of a supplier. All of the reports have decent graphic capabilities. We support the UNSPSC schema for item categorization. And it has basic project tracking capability — you can quickly see your open events, events requiring bid evaluation, and recently evaluated events at any time.
Yakko So it really is a decent sourcing solution for small and mid-size companies just starting out on their e-Sourcing journey, or those companies without sophisticated sourcing needs.
Australian Accent We think so. And, as I said before, very easy to set-up a sourcing event.
Wakko I’m out of baloney. How long to set up an event to source a 3-months supply?
Australian Accent Five minutes. Watch.
  five minutes pass as the salesperson demos the tool
Wakko That’s it?
Australian Accent That’s it!
Wakko Fair suck of the sav!
Apparently, Wakko has his Aussie down pat! If I didn’t know better, I’d say he was from the Never Never!
Yakko Well, thanks for the demo. It certainly is an interesting take on the e-Sourcing space. A sourcing tool that every business can afford.
Australian Accent Thank you. Hooroo, Journo!
Wakko Hooroo, mate.

On the Eleventh Day of X-Mas … (Introducing Trade Extensions)

On the eleventh day of X-Mas

my blogger gave to me
another vendor hyping,
blog posts worth keeping,
l’il hampsters dancing,
thoughts for a shilling,
strategies for winning,
tactics for saving,
five golden rings,
four little words,
tri-focal lens,
two boxing gloves
and a lesson in strategy.

Allow me to introduce you to Trade Extensions. Founded in Sweden in 2000, it offers an optimization-based negotiations platform to European clients (from Sweden and a base of operations in the UK), and now, American clients through its office in Houston, Texas.

Trade Extensions offers a self-service on-demand e-Sourcing platform that is available on a per-event basis and backed up by industry leading optimization algorithms designed by scientists with expertise in algorithms, combinatorial optimization, and micro-economics. Like many other platforms, it offers full featured e-RFX, e-Auction, and sourcing project management, but unlike the vast majority of e-Sourcing platforms on the market, optimization is embedded into the RFx bid evaluation and auctions. It’s your favorite sourcing platform on steroids.

The auctions are lot-based, and support as many items, associated attributes, and prices as you want per lot. In addition, pricing, and ranking, can support arbitrary formulas and comparisons can be made against bid logs and historical transactions. Lots are also color-coded, with yellow indicating fields that only the user sees, brown indicating historical data fields that only the user sees, and green indicating fields that the bidder sees. Example fields include name, description, bidder-entered, type, min-value, max-value, decimals, required, distance-to-bidder, and rank-displayed-to-bidder.

The underlying optimization is sufficiently sophisticated and qualifies as true strategic sourcing decision optimization, as per the requirements set forth in the wiki-paper. It supports a number of different types of constraints, called rules, that are based on filters that can act on any attribute. For example, it supports hard limit capacity rules, soft limit allocation rules, meta-allocation “chunk” rules, and composed rules that specify limits on specific lots or lot components. The rules are template-based, which permit them to be saved, copied to, and applied to any relevant scenario. The filters can work on bidders, lots, bids, plants, and lot fields, among others. Furthermore, it can support alternative bids … allowing tiered bids and certain types of matrix bids. And in addition to standard sourcing and freight optimization, the underlying platform can also support limited multi-level supply chain optimization … which is more than most platforms give you!

Analysis is flexibile and powerful, supporting as many scenarios, and comparisons between scenarios, as you like. The analysis screen also allows you to see the status of each scenario, the award volume, the lane allocation, historic costs, savings, applied rules, and solver data. Reporting is above average and allows you to create your own report templates using a plethora of fields, matrices, formulas, and reporting rules.

Now it’s not perfect, as it doesn’t yet support certain types of discounts through the UI that are occasionally useful (although I’m told the underlying model can support them), certain types of mixed freight bids (which, in reality, don’t occur that often), and the UI isn’t designed to support distribution network optimization (but hey, what tool is?), but it’s definitely a tier-1 solution, and it’s nice to see that there’s more than one company who understands that, to be truly useful to the average buyer at the average organization, strategic sourcing decision optimization needs to be powerful, embedded in an e-Sourcing platform and user-friendly. And, they are improving it every day, unlike some “competitive” applications that haven’t changed significantly in years.

Furthermore, unlike most of their competitors, it’s very affordable. They have an event-based model and an unlimited usage model. Their event-based model starts at 0.5% of the value of the tendered goods and services for a full-service event, and drops to as low as 0.3% of the value of the tendered goods and services for a pure self-service event (if multiple events are committed to). Ongoing licenses start at only 10,000 Euros / month for unlimited use (for up to 10 users). Considering that it was only a few years ago where events started at 100K and annual licenses at 50K a month for less functionality — just for optimization — and Trade Extensions’ platform also contains extensive RFX and Auction support built-in, it’s certainly worth investigating if you have optimization needs.

The Sourcing Maniacs 2008 Vendor Tour Part 19: Servigistics

Today’s post is a little length, so it’s been broken up into Survey, Service, and Servigistics.


Survey

 

Wakko in a pie shop, somewhere outside of Boston
What’s taking so long?
Dot It’s only been twenty seconds!
Wakko But I want my pie now!
Dot When don’t you want pie?
Wakko When I want baloney.
Yakko Figures.
So, SupplierSoft‘s supplier management applications, built on Salesforce were really cool.
Dot Who knew that SRM, like CRM, had so many fundamental similarities … that both required extensive information management capabilities.
So, where are we off to now?
Yakko Are we still on the S’s?
How about Saqqara?
Dot What do they do?
Yakko e-Procurement and Item Master Management I believe.
Dot Anything unique on the e-Procurement Side?
Yakko I think it’s primarily catalog and content management.
Dot Probably worth checking them out. Where are they?
Yakko They’re back in California.
Dot I’m still not ready to go back yet. Who else?
Yakko SciQuest?
Dot Aren’t they working with Emptoris now?
Yakko I think so. Maybe we shouldn’t bother. I’d hate to trek all the way back to North Carolina just to be shut out again.
Dot Do you really think they’d do that?
Yakko I don’t know. I do know that the doctor hasn’t covered them, despite the fact he thinks they’re important enough to make his Vendor Day listing, so I’m not taking that as a positive either.
Dot Okay. So we’ll leave them until we happen to be back in the area. Who else is there that starts with S? Didn’t the doctor tell us the name of a company that starts with S that we were supposed to check out?
Yakko I think he did! Let me check my notes.

Here it is … Servigistics!
Dot SERVIce loGISTICS? What on earth would they do?
Yakko I haven’t a clue. Maybe we should check out the doctor‘s posts for some background. I’m getting a little tired of looking stupid …
glaring at Wakko
Wakko What I’d do now?
Yakko ignoring Wakko
According to the doctor, in his post Servigistics – Tomorrow’s Strategic Service Management Today, Servigistic’s does strategic service management, particularly in the areas of parts, pricing, and workforce management.
Dot What’s strategic service management?
Yakko According to his wiki-paper, it is a proactive approach to satisfying the customer in a manner that is both efficient and profitable while balancing organizational strategy, resources, commitments, and pricing. Strategic Service Management supports the integration, optimization, and management of core business processes, adds to your overall business solution, and helps to differentiate your offering from that of your competitors.”
Wakko That’s a mouthful. What does it mean?
Yakko Good question. Just a sec …
taking out his cell-phone
bip-bip-bip
ring … ring
the doctor Hello?
Yakko Hello, Doc. We have a question. Let me put you on speaker.
Yakko activates the speaker phone.
Wakko We don’t want to look stupid.
the doctor We’ve been over this already, Wakko. I’m not *that* kind of doctor. You want a plastic surgeon …
Yakko No, no. What Wakko means to say is that we’ve decided to go see Servigistics and we don’t want to show up not knowing anything about strategic service management. We’re getting tired of looking stupid because of our ignorance.
We skip ahead a bit here. Part 16 filled in the blanks.
the doctor Okay. So what do you want to know?
Yakko When you say that “strategic service management is a proactive approach to satisfying the customer in a manner that is both efficient and profitable while balancing organizational strategy, resources, commitments, and pricing”, what do you mean.
the doctor That’s from the wiki-paper. Did you happen to read more than the first sentence?
Yakko The first paragraph …
the doctor If you’d learn some patience, and read the great materials that are available to you — at no cost, I might add– in full, you’d probably find that the wiki-paper answered most, if not all, of your questions.
Yakko Well can you give us the highlights?
the doctor I guess so. What, specifically, do you want to know?
Yakko Can you give us the nut?
the doctor But you already have Wakko.
Wakko Hey!

 



Service

 

the doctor Well, when I say that strategic service management is a proactive approach to satisfying the customer in a manner that is both efficient and profitable while balancing organizational strategy, resources, commitments, and pricing, what I am effectively saying, if you’re a procurement organization, is that services are as important to your cost management initiatives as direct and indirect goods, and that, properly managed, they are a point of savings and revenue generation, and not just a cost.
Dot But how does that work? Services require people — who cost money, and tools — which cost money, and parts — which cost money.
the doctor Let’s break it down.
Wakko Break it down?
the doctor Yes. Let me ask you this. How many people? What tools? And how many parts?
Dot What do you mean?
the doctor Let’s say you have 10 people, but you could provide the same level of service with only 7 if you managed them better, or, preferably, manage service for a customer base that is 40% larger with the same number of staff! Let’s say you’re using an expensive ERP-based enterprise CRM but you could get away with a SaaS solution based on open source. And let’s say that you currently stock ten 225 KVA three-phase transformers, when you only use an average of two in any given month. How much more are you spending than you need to?
Dot A few thousand?
the doctor Try a few hundred thousand. A good service professional, depending on what you’re servicing, costs you somewhere in the 50 to 150 K band annually; ERP-based enterprise CRM systems often cost in the millions annually when the TCO is fleshed out, while a SaaS solution will often cost less than 100K; and those transformers list for 15K a-piece, storing eight more than you need at an annualized overhead of 35% is almost equal to one person’s annual salary.
Dot So good service management can really save you a bundle.
the doctor And make you a bundle too. What do business customers pay for?
Dot Goods and services.
the doctor And what goods and services do they pay more for?
Dot Uhmm .. the ones that provide more value?
the doctor That’s right. And how do you provide more value?
Dot Better products and services?
the doctor Yes, and value-added services to be precise. Good service management will allow you to deliver a better level of service than you do now, for less than it is costing you to deliver your current service level. And customers will not only pay for that, but they’ll likely pay a little more for that if you reduce their workload.
Wakko So strategic service management is about managing your people, parts, and technology in a way that allows you to do more with less and deliver more with less, decreasing your costs while increasing your revenues. It’s strategic sourcing, on steroids, for services.
the doctor stunned
You’ve got it, Wakko!
Yakko, does that answer your question?
Yakko I think so. Now can you tell us what Servigistics does?
the doctor I don’t want to spoil your fun. Go find out!
click

 



Servigistics

 

Yakko So now that we know what strategic service management is, let’s see if we can piece together what Servigistics does. In his post Servigistics – Tomorrow’s Strategic Service Management Today, the doctor indicates that Servigistic’s does strategic service management, particularly in the areas of parts, pricing, and workforce management. Then, in Workforce Management: A Servigistics Approach, the doctor dives into workforce management and says it is “a software-based solution that optimally plans and dispatches field service technicians and their properly stocked vehicles to a customer’s location in a timely manner in order to deliver on their service commitments” and that it will “typically addresses demand management, workforce scheduling, workforce dispatching, and mobility solutions”.

Diving in, the posts says that the Servigistics “workforce planning component forecasts workload to determine the appropriate workforce size, the scheduling engine automatically sets and adjust optimal assignments based upon available data and available rules and updates those assignments in real-time if a higher-priority service call enters the system, the web-based appointment request feature allows customers to self-schedule, and the service mobility solution not only enables workforce communication, but allows the technicians to indicate where they are in the delivery cycle”.
Dot It sounds pretty sophisticated.
Yakko Sure does. Let’s go talk to them.
  the maniacs travel from Boston to Atlanta, Georgia
Wakko tap, tap, tap goes the mini-mallet
Hello. Hello.
Sharp Dressed Man a sharp dressed businessman opens the door
Hello … oh no!
Wakko looking around in a confused manner
What?
Sharp Dressed Man You!
Yakko You know who we are?
Sharp Dressed Man Of course I do! I read Sourcing Innovation every day. It’s the best blog out there! You usually spell Trouble with a capital T, and we’re a no-nonsense operation here!
Yakko We’re not here for trouble!
Dot We just want to learn more about strategic service management.
Yakko And how it can help companies.
Dot And what you do.
Wakko the doctor sent us!
Sharp Dressed Man He what?
Yakko Well, he didn’t exactly send us. He told us if we really wanted to learn about strategic service management, and what innovative companies are doing, we should consider checking you out if we were in the area. And here we are!
Sharp Dressed Man Yes you are. Well, the doctor‘s right in that respect … we can teach you about SSM … and if you really — really — want to learn, I’d be happy to talk to you. But you have to be good.
Dot We’re always good!
Sharp Dressed Man looking directly at Wakko
And put away the construction tools, roman candles, mechanical gadgets, and anything else that can be used for destructive purposes. Got it?
Wakko putting his mini-mallet away
Got it.
Sharp Dressed Man Okay. So, do you know what strategic service management is?
Wakko It’s about managing your people, parts, and technology in a way that allows you to do more with less and deliver more with less, decreasing your costs while increasing your revenues. It’s strategic sourcing, on steroids, for services.
Sharp Dressed Man Not bad. Do you know how we enable it?
Yakko You provide solutions for parts, pricing, and workforce management – the cornerstones of strategic service management. Your workforce management product, in particular, is quite extensive and includes workload forecasting capabilities, a dynamic scheduling engine, and a service mobility solution that service personnel can use to stay up to date in the field.
Sharp Dressed Man Not bad. But do you understand how these solutions provide value to our customers?
Dot They allow you to do more calls with less people through optimal scheduling, identify the most cost-effective tools and solutions to get the job done, and optimize inventory to maximize service levels while minimizing carrying costs?
Sharp Dressed Man Correct, but do you understand how we provide value to our customers? Do you understand why a customer wouldn’t just go out and buy a parts management solution from competitor Alpha, a best-of-breed price management engine from competitor Beta, and a workforce management solution from competitor Gamma?
Yakko I guess not.
Sharp Dressed Man We provide a holistic solution to strategic service management.
Wakko I like 3-D.
Yakko Not holographic, holistic — as in concerned with the whole and not just the parts?
Sharp Dressed Man Correct. You see, the full value of strategic service management only materializes when you tackle the whole problem. You can have the best workforce scheduler, but if they don’t have the parts, your personnel can’t perform the service. You can have the best inventory forceasting and management solution, but if the parts aren’t available where your service personnel need them when they need them, it’s for naught. And you can have the best pricing engine in the world, but you still need to have the parts available where the people are going to buy them.
Wakko So there’s no real value unless you look at the whole picture?
Sharp Dressed Man Correct. And that’s what we do. Through our Command Center, we unify our parts management, workforce management, pricing management, and knowledge management solution — which makes your workforce more productive — into one cohesive platform which doesn’t “improve” one aspect of service, such as workforce management, to the detriment of another, such as parts & inventory management.
Dot I never knew there was so much to good service management.
Sharp Dressed Man Now you do. And with that, may I bid you good day?
Yakko Since we’re here, we really should get an update for the doctor!
Sharp Dressed Man If it will get rid of you … and keep you OUT of my server room …
glaring at Dot and Wakko
I can do that.

Since we last spoke to the doctor, four big things have happened for us here at Servigistics.

First of all, we’ve made a number of updates to our workfoce management solution, including a web-based portal for customers to track their service status — think Fedex package tracker on a steroid shake; we’ve enhanced automatic e-mail notifications and the command center dashboards; we’ve added dispatch capability to TomTom navigation devices, e-mail, and SMS; and, probably most significantly, leveraged grid-computing technology in computation-intensive portions of the software for dramatic improvements in scalability.

Secondly, we’ve made some significant enhancements in internationalization. We now support 8 different languages, including double-byte Japanese, Mandarin, and Korean; we can add a new language in two to three weeks, and each user can see the same data in her language and custom date and currency formats.

Thirdly, we’ve added some specific aerospace functionality with respect to fleet provisioning, rotable pool planning, inventory consolidation, PBH/PBL cost-based planning, RTP and de-manufacture, scheduled maintenance planning with respect to repair BOMs, and replacement forecasting for life-limited parts.

Finally, in addition to netting a number of significant new global customers, we’ve also landed some very big aerospace manufacturers, carriers, and MROs

Anything you need elaboration on?
Yakko Uhmm … no?
Sharp Dressed Man Great! Thanks for stopping by. Have a great day!

Editor’s Note: At this point, we’ll be taking a short break for the 12 days of X-Mas, but we’ll return with the final two parts of the maniacs’ road tour on December 29 and December 30.