eircom Awards Case Study 2012: Resourcing flexibly in field operations

Resourcing flexibly in field operations 

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Learn how eircom completed repairs 16% sooner with 19% less resource, by using simulation modeling, central work allocation and involving field engineers in understanding the need for change.

A new approach to scheduling field engineers delivered significant service improvements, particularly in the winter peak, while also cutting the overtime budget by 60%. This was achieved against a background of significant financial challenges, major economic slowdown and market share loss. Simulation models were used to run multiple ‘what if’ scenarios to maximise resource flexibility and meet variable demand. A vital step was introducing a new national approach to resource allocation and new working practices increased the area covered by field service engineers and introduced ‘soft boundaries’. This was a significant culture change, communication was essential in gaining buy-in and the introduction of customer NPS surveys created insight that enabled further improvements.

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  • By June 2011, service levels reached 80%, an improvement of 16%
  • 19% reduction in resources used
  • Equivalent to efficiencies of 6.8m euros
  • Overtime down 60%
  • Unit costs up 4%
  • NPS scores up 14 points between Mar 2011 and Jan 2012
Take a look at these articles, videos and links
2012 Winners & Case Studies
Combining technology & culture change to transform field customer service
Editor’s choice: Jan-March 2013
Field Planning Networking Group launch meeting July 2011
Look at some recent material on Enterprise and Field Planning
Planning Structures
See the latest articles on Scheduling


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