Service Order Dashboard : User Story (WX03US03)

1. Problem Statement

User Role: O&M Manager

Pain Points:

• Lack of real-time visibility into service order performance metrics and operational bottlenecks
• Inability to track SLA compliance across different service order types and priorities
• Limited insight into cost trends and budget variance for service operations
• Challenges in proactive decision-making due to scattered data across multiple systems

Core Problem

Service organizations struggle with effectively monitoring, managing, and optimizing their service order operations due to fragmented data visibility, resulting in declining SLA performance, increased customer dissatisfaction, and suboptimal resource utilization.

2. Who Are the Users Facing the Problem?

O&M Manager: Responsible for overseeing operations and maintenance activities, ensuring SLA compliance, managing resource allocation, and optimizing operational efficiency across service delivery teams.

3. Jobs To Be Done

For O&M Manager: When I need to monitor and optimize service order operations across my organization, But I lack real-time visibility into performance metrics, SLA compliance and operational bottlenecks scattered across multiple systems, Help me access a comprehensive dashboard that consolidates all critical service order metrics with real-time updates and actionable insights, So that I can make data-driven decisions to improve SLA performance, optimize resource allocation, and enhance overall operational efficiency.

4. Solution

Comprehensive Service Order Dashboard with Real-time Performance Monitoring

4.1 Performance Metrics Overview

• Real-time KPI tracking with visual indicators for critical metrics (1,247 orders, 45 overdue, 4.2 hrs average resolution, $284,750 cost)
• Trend analysis with percentage changes and visual status indicators

4.2 Service Order Management

• Multi-status tracking (created, Overdue, In Progress, Completed) with color-coded status indicators
• Quick action buttons for common operations

4.3 SLA Performance Analytics

• Real-time SLA compliance tracking with percentage metrics
• Historical trend visualization with monthly/quarterly comparisons
• Breach analysis

4.4 Service Order Source Analysis

• Multi-channel tracking with volume metrics
• Source-wise performance comparison and efficiency analysis

4.5 Cost Management and Trends

• Monthly service order cost tracking with budget variance analysis
• Cost per order (month ) metrics with trend visualization

4.6 Recent Activity Monitoring

• Real-time service order listing with status, customer, technician, and completion tracking
• Priority-based color coding and urgency indicators
• Quick access to detailed order information

4.7 Quick Actions and Workflow Management

• Direct access to create new service orders, schedule maintenance, assign urgent tasks

5. Major Steps Involved

For O&M Manager:

5.1 Dashboard Access and Overview

1. Log into SMART360 system and navigate to Service Order Dashboard
2. Review high-level KPI metrics in the top summary cards
3. Assess overall operational health through color-coded status indicators
4. Identify immediate attention items through red/orange alerts

5.2 Performance Analysis

1. Navigate to Service Orders section to review status distribution ( month wise )
2. Click on specific status categories to drill down into detailed order lists ( through recent service orders )
3. Analyze SLA Performance metrics to identify compliance issues
4. Review trend charts to understand performance patterns over time

5.3 Operational Monitoring

1. Examine Service Orders by Source to understand workload distribution
2. Review Monthly Service Order Cost trends for budget management
3. Analyze Recent Service Orders for real-time operational status

5.4 Decision Making and Actions

1. Identify bottlenecks through overdue orders and SLA violations
2. Access Quick Actions panel for immediate interventions

6. Flow Diagram

7. Business Rules

7.1 Dashboard Data and Calculations

KPI Summary Cards:

• Total Orders (1,247): Real-time count of all service orders ( month )
• Overdue Orders (45): Count of orders where current_date > creation_date AND status ≠ 'Completed', displayed with red indicator
• Average Resolution Time (4.2 hrs): Calculated as SUM(completion_date - creation_date) / COUNT(completed_orders) for completed orders in time period
• Total Cost ($284,750): SUM(labor_cost + material_cost + equipment_cost) for all orders in selected period ( month )

Service Orders Status Distribution:

• created: COUNT of orders created
• Overdue: COUNT of orders overdue
• Assigned: COUNT of orders WHERE status = 'In Progress' OR status = 'Assigned'
• Completed: COUNT of orders WHERE status = 'Completed'

SLA Performance Metrics:

• SLA Orders (754): COUNT of orders with defined SLA requirements complted within time period
• SLA Violations (155): COUNT of orders WHERE (completion_date - creation_date) > sla_target_time OR current_date > sla_due_date
• SLA Compliance (82.3%): Calculated as ((SLA Orders - SLA Violations) / Total SLA Orders) × 100
• Monthly SLA Trend: Monthly aggregation of SLA compliance percentage with green/red trend indicators

Service Orders by Source:

• Total order : total number of service orders recivied from other - meter, consumer , asset.
• from 3 sources (84%) : how much these 3 sources take from the total service orders that have been created in disptacher

Monthly Service Order Cost:

• Current Month ($46K): SUM of all order costs for current month
• Previous Month ($45.5K): SUM of all order costs for previous month
• Trend Line: Monthly cost aggregation over 6-month period with trend visualization
• Variance Calculation: ((Current Month - Previous Month) / Previous Month) × 100

Status Color Coding Rules:

• Completed: Green background
• In Progress: Blue background
• Pending: Orange background
• Overdue: Red background (when current_date > planned_completion_date)

8. Sample Data

KPI Summary Sample Data

Total Orders: 1,247 (↑ 12% from last period)
Overdue Orders: 45 (↑ 8% - Red indicator)
Average Resolution Time: 4.2 hours (↓ 0.3 hrs improvement)
Total Cost: $284,750 (↑ 15% from budget)

Service Orders Status Sample Data

Last 7 Days: 156 orders
Overdue: 45 orders (Red status)
In Progress: 89 orders (Blue status)
Completed: 1,113 orders (Green status)

SLA Performance Sample Data

Total Orders with SLA: 754
SLA Violations: 155
SLA Compliance: 82.3%
Target SLA: 95%
Monthly Trend: [85%, 81%, 82%, 84%, 82.3%]

Recent Service Orders Sample Data

Order ID | Customer | Type | Technician | Status | Scheduled
WO-2024-001 | City Water Dept | Installation | John Smith | Completed | 2024-06-01
WO-2024-002 | ABC Manufacturing | Repair | Sarah Johnson | In Progress | 2024-06-01  
WO-2024-003 | Metro Hospital | Emergency | Mike Wilson | Pending | 2024-06-01
WO-2024-004 | Local School | Maintenance | David Brown | Overdue | 2024-05-30

Cost Trend Sample Data

Monthly Costs (Last 6 months):
January: $42,500
February: $38,750
March: $41,200
April: $44,100
May: $45,500
June: $46,000 (Current)

9. Acceptance Criteria

1. The system must display real-time KPI summary cards showing total orders, overdue orders, average resolution time, and total cost with percentage change indicators.
2. add filters of - 30 days, 60 days and 90 days in the cards.
3. The system must provide color-coded status indicators for all KPI metrics (green for good, orange for warning, red for critical).
4. The system must show service order distribution across four categories: created, Overdue, assigned, and Completed
5. The system must display SLA performance metrics including total orders, breached sla, and compliance percentage with visual trend indicators.
6. The system must provide a horizontal bar chart showing service orders by source with counts and percentages.
7. The system must display monthly service order cost trends with current vs. previous month comparison and percentage variance.
8. The system must show a real-time table of recent service orders with So ID, so name, status, piority, and Scheduled date.
9. The system must provide quick action buttons for Create Service Order,create sop,view fielld technincian,bulk assign
10. The system must apply appropriate color coding to order statuses (Green for Completed, Blue for In Progress, Orange for Pending, Red for Overdue).
11. The system must calculate average resolution time only for completed orders within the selected time period.
12. The system must aggregate costs from labor, material, and equipment cost components for total cost calculation.
13. The system must calculate SLA compliance as percentage of orders meeting their SLA targets within the time period.
14. The system must detailed order lists.

10. Process Changes

11. Impact from Solving This Problem

12. User Behavior Tracking

For O&M Manager

Key Questions Being Answered:

1. Usage Patterns: How effectively is the dashboard being used for operational management?
2. Performance Impact: Are users able to identify and resolve issues faster with the dashboard?
3. Feature Adoption: Which dashboard features provide the most value to operational managers?
4. Decision Effectiveness: How does dashboard usage correlate with improved operational outcomes?
5. Training Needs: Where do users struggle or spend excessive time, indicating need for additional training?
6. System Optimization: Which features should be enhanced or repositioned based on usage patterns?

wireframe - https://preview--service-flow-insight-hub.lovable.app/