PROS ManagementUniTek’s operating philosophy promotes a culture of visibility and accountability focused on achieving efficiencies and surpassing customer’s performance metrics. UniTek’s PROS “engine” drives a highly scalable business that yields consistency across all operating units and drives our industry leading margins. PROS provides management and field personal with an array of real time operating and financial metrics focused on “event management” parameters that promulgate corrective actions, thereby assuring our operating and financial performance exceed industry standards.
Visibility is achieved through a PROS Dashboard that allows management at all levels to see key business metrics. Pre-set triggers flag metrics that fall outside of established operating rhythms. This allows early detection and correction of operational issues that could potentially impact performance, productivity and profitability. The PROS platform enables consistent communication across an international multi-location organization, driving standardization of policies and procedures to ensure the highest level of execution.
PROS replaces redundant field management overhead with a shared services function that provides uniform and consistent back office support to field personal. This enables project managers to focus on providing the highest quality operations and customer service to our customers and our clients without the burden of administrative duties such as fleet management, human resources, labor productivity, safety, etc.
PROS, coupled with a new generation of management dedicated to the complexities of the outsourcing industry, have allowed UniTek to achieve success across virtually all levels of operations.
Information TechnologyWith in excess of 5,400 technicians completing 60,000 weekly work orders in multiple markets nationwide, financial and operational success is highly dependent on a robust and responsive information technology platform. UniTek utilizes a homegrown, proprietary web-based real-time quality control solution to the outsourcing industry, which enables management and customers to have immediate insight into UniTek’s service delivery. In addition, UniTek captures data generated in the field by its technicians and centralizes, analyzes, and interprets trends in performance, safety, training, and service delivery to maximize its operational efficiency across its product and service offerings.
Beyond the significant automation enabled by PROS, UniTek’s aggressive adoption of technology further drives productivity, accountability and professionalism throughout the organization. The Company has made significant investments in equipment, software and training, and has generated strong returns on these investments. UniTek has achieved substantial operating efficiencies and improved overall customer responsiveness through such investments. The Company consistently seeks to improve the efficiency and effectiveness of its field operations by leveraging leading-edge fleet and workforce management technologies, as long as they provide compelling return on investment. Significant examples include:
- Trimble/@Road: GPS fleet tracking, automated scheduling and dispatch, and remote vehicle management. The GPS technology drives efficiency and enhances customer satisfaction, as it allows the Company to pinpoint a technician’s location and provide an accurate arrival time to the customer. It also facilitates risk and safety policy compliance, as it can identify a technician’s driving habits.
- Intermec and Siebel: Highly functional handheld devices that allow the technicians to streamline key operational functions such as dispatch and warehouse. The handhelds allow a technician to status themselves in the work order management system from order through remittance via the closure of all jobs. Additionally, the handhelds activate IRDs as opposed to calling the DIRECTV call centers. Upon closure of each job all materials are automatically consumed, allowing for real-time inventory management. All devices are also utilized as cell phones. Future enhancements of the handheld device include signature capture and turn by turn directions.
- Apple iPhone: Deployment of the iPhone for supervisors and quality control managers to further track and manage quality control, customer responsiveness, and risk and safety compliance. The iPhone is used by supervisors and quality control personnel to ensure proper operating procedures and safety measures are performed. This data is collected and transmitted directly into PROS, enabling real-time exception reporting and management.