MSP Evolution: The MSP’s Most Important SOP
Tech Allocation & Scheduling for MSPs (wide a side of Live Reporting)
“Data is of course important in manufacturing, but I place the greatest emphasis on facts.”
- Taiichi Ohno, Father of the Toyota Production System
WARNING: If you are an MSP Owner or Ops Manager who is content to sit on your butt and just “play MSP,” close this browser window now. Only proceed if you want to grow your MSP, make more money, enjoy a vacation, and finally break free from Chaos.
Ever take a Client handoff from an outgoing MSP and wonder how they can be so screwed up? Or worse, wonder why your MSP is so screwed up?
Hey everyone. It’s Stephen, and today on the Autotask highway we’re going to discuss Operational Chaos and how to fix it.
The #1 reason for Operational Chaos at an MSP is the lack of Tech Allocation and Scheduling. We now know that not all Client Requests fit in a worklist – (We do all know this, right?) There are 4 types of Client Requests that must be scheduled, and we will cover those in just a minute.
Tech Allocation, by the way, goes way beyond scheduling. It includes the process of blocking out time for each Client Request Workflow. For example, if we know how many hours of Critical Requests are going to come in on any given day, we can pre-position someone to engage on the request. This ends the bad “All-Hands-On-Deck" practice and the Chaos it causes. We also must make sure we have Tech availability for reactive work that comes in day in and day out.
Which means we need to be managing workloads 3-4 days out for Moves, Adds, and Changes. And after all this stuff, including the Tru Methods Preventative Maintenance Program, then we know where and with whom we can schedule projects – in other words, projects get the leftovers after everything else has been allocated for!
As MSPs strive to deliver exceptional service, they face significant challenges in efficiently allocating and scheduling Techs to meet Client demands. The dynamic nature of Client requests necessitates a strategic approach to tech deployment to ensure timely and effective resolutions. Effective Tech Allocation involves assigning the right personnel to specific tasks based on their skill sets, availability, and the complexity of the requests. This requires a comprehensive understanding of each tech's capabilities and workload, as well as the ability to anticipate and respond to future client needs.
Scheduling techs involve creating flexible schedules that can accommodate routine maintenance tasks, moves/adds/changes, and emergency interventions. Advanced scheduling tools and historical data analytics can aid in making informed decisions about tech deployment. By leveraging strategic planning, advanced tools, and real-time data, MSPs can ensure that techs are effectively utilized, leading to improved operational performance and client outcomes using 11 key points.
Welcome to Tech Allocation & Scheduling
When to Schedule
Where to Schedule
Preparing Historical Data
Analyzing the Historical Data - The AOF Report
Non-Project Scheduling
Automating the Non-Project Scheduling TimeZest Tool
Project Scheduling
Dispatch Calendar
Work Groups
Workflow Distribution Report
Scheduled Tickets with No Future Service Calls
When to Schedule vs When to Add it to a Worklist
As mentioned, there are four types of Client Requests that must be scheduled. These are:
Project Work
With the Client
Any work that is estimated to be over 4 hours in duration –
Onsite work
Project Work:
For project work, it is imperative to schedule these tasks meticulously to ensure they are completed profitably, on time, and on budget. Projects often require significant planning and resource allocation, making it essential to avoid last-minute adjustments that could disrupt the workflow. Also note, Project work is scheduled after all other work has been accounted for and tech time allocated every other type of Client request.
With the Client:
Calling the Client and saying “I have this ticket are you available” is a poor Client experience. It is akin to ambushing the Client. It is much more respectful to send a link to the Techs calendar with the message, we have this request to work with you to resolve {this} issue, please choose a date and time that works best for you – see www.Timezest.com. It is also much more efficient to make sure the Client is available in advance.
Moves/Adds/Changes/Installs Over 4 hours:
It is bad practice to assume the Tech is paying attention to their worklist only to find out they have been ignoring it while fitting in a Moves/Adds/Changes/Installs over 4 hours. Unless the work is scheduled in a calendar where everyone can see it, what the Tech is working on goes unnoticed, causing Client requests to miss expectations.
Onsite Work:
I have yet to see a way to replace a UPS battery remotely. I am sure Elon is working on it, but until technology (including AI) catches up with reality, we will be doing onsite work from time to time. For many reasons (courtesy, efficiency, etc.) it is best to schedule all onsite work.
By strategically scheduling these different types of tasks, MSPs can enhance service delivery, maintain high client satisfaction, and optimize resource utilization.
Where to Schedule
To optimize tech deployment and improve service delivery, it’s crucial to understand the best times and places for scheduling Client requests. Efficient scheduling requires a thorough analysis of client needs, historical data, and the availability of resources. By strategically selecting where to schedule, MSPs can ensure that high-priority tasks receive immediate attention while routine maintenance is performed during off-peak hours.
Techs should be allocated to locations where their specific skill sets will be most effective, and schedules should be adjusted dynamically based on real-time data and client demands. Utilizing tools like Dispatch Calendars can help manage and visualize tech assignments, ensuring optimal coverage and reducing response times.
Furthermore, non-project scheduling should be automated as much as possible using advanced tools such as TimeZest, which streamlines the process and minimizes manual errors. This allows Techs to focus on more complex tasks that require their expertise, thereby enhancing overall productivity.
Effective scheduling also involves considering geographic factors to reduce travel time and costs. By grouping tasks within the same area, MSPs can maximize efficiency and ensure that Techs spend more time resolving client issues rather than commuting.
Meticulous scheduling based on strategic planning, real-time data, and advanced tools is essential for MSPs to optimize tech deployment, enhance service quality, and achieve higher client satisfaction.
Preparing Historical Data
Effective tech scheduling and allocation begin with a thorough preparation of historical data. By using Advanced Live Reports in collecting this data – specifically the Advanced Operational Forecast Report, MSPs can uncover valuable insights into workflow demand, staffing levels requiring various skillsets, and the amount of time left over for project work.
Analyzing the Historical Data - The Advanced Operational Forecast Report
Efficient Tech Allocation and scheduling rely heavily on the thorough analysis of historical data to produce advanced operational forecasts. This analysis allows MSPs to predict service demands accurately and allocate resources effectively.
By examining past performance metrics, MSPs can identify the types of issues most frequently encountered. This insight helps in creating schedules that anticipate Client needs and ensure that the right Tech is available at the right times.
Using advanced tools and real-time analytics, MSPs can refine their scheduling processes, balancing workload distribution to maintain high service quality and prevent tech burnout. Predictive analytics derived from historical data provide MSPs with the ability to create flexible schedules that adapt to fluctuations in client demands. This proactive approach not only enhances service delivery but also improves Client satisfaction by ensuring timely and effective responses to service requests.
TLDR: Taiichi Ohno liked data and loved facts. The Advanced Operational Forecast Report, rooted in historical data analysis, is a cornerstone for strategic Tech Allocation and Scheduling. It enables MSPs to optimize resource utilization, maintain high levels of service quality, and meet client demands efficiently.
Non-Project Scheduling
Proper non-project scheduling is a critical aspect of efficient Tech Allocation. The Dispatch Calendar is an indispensable tool for managing these schedules, ensuring that techs are optimally utilized even outside of project-specific tasks. By effectively coordinating routine maintenance, training sessions, and administrative duties, MSPs can maximize the productivity and versatility of their workforce.
The Dispatch Calendar allows for real-time visibility into tech availability, making it easier to assign non-project tasks without overlapping with critical project timelines. This proactive scheduling approach helps avoid conflicts and ensures that all necessary tasks are completed promptly.
Furthermore, the Dispatch Calendar enables MSPs to balance workload distribution among techs, preventing burnout and maintaining high levels of service quality. By scheduling non-project activities during periods of lower demand, MSPs can ensure that techs remain engaged and productive throughout their shifts.
Advanced features within the Dispatch Calendar, such as automated reminders and conflict alerts, further enhance scheduling efficiency. These tools help MSPs stay ahead of potential issues and adapt to changing circumstances swiftly.
Same Bat Channel; Same Bat Time
My guess is we have given you enough to chew on. We look forward to resuming the discussion in the next article where we will cover the remaining bullet points:
Automating the Non-Project Scheduling TimeZest Tool
Project Scheduling
Dispatch Calendar
Work Groups
Workflow Distribution Report
Scheduled Tickets with No Future Service Calls
Please make sure to tune in next week, same Bat time, same Bat channel.
And please, if you got any value out of this, your peers will too. Please forward to coworkers and MSPs that may appreciate the knowledge.
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