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Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization.The process includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics.
Field service management (FSM) refers to the management of a company's resources employed at or en route to the property of clients, rather than on company property. Examples include locating vehicles, managing worker activity, scheduling and dispatching work, ensuring driver safety, and integrating the management of such activities with inventory, billing, accounting, and other back-office ...
Due to constant change within work environments, new models and algorithms must be created in order to allow for flexibility as needs and demands arise. For example, when a large number of new employees are hired, as in the total workforce is increased, the scheduling software likely will need to be updated in order to allow for such a change. [4]
ClickSoftware is an American technology company which offers automated mobile workforce management and service optimization solutions [buzzword] for enterprise and small businesses, both for mobile and in-house resources. [2]
360 Scheduling 2010 [14] Scheduling engine United Kingdom 3 Metrix LLC 2012 [15] Field Service Management: United States 4 Mxi Technologies Ltd 2016 [16] Integrated and intelligent maintenance management software: Canada 5 mplsystems Limited 2017 [17] Omni-channel contact centre and customer engagement software United Kingdom 6
Service chains consider the full life-cycle of service demand from early stages of forecasting, through planning, scheduling, dispatch, execution and post-analysis. Service chain optimization is closely related to the fields of workforce management and field service management ; the activity performed by field service resources is managed ...
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