1. Key Performance Indicators on Company Scorecard
AGL Resources
AGA Conference
Washington D.C.
September 2015

2. Operational KPI’s

3. Going Beyond Operational KPI’s
Have you ever asked?
What happened this month? Why didn’t we get our work plan completed?
Why is overtime running so high this month (or year)?
What effect is my turnover having on my ability to get the work completed?

4. Going Beyond Operational KPI’s
Forecast
Plan/Schedule
Execute
Review
Forecaster
Region Director
Ops Supervisor
Finance
Historical
- Volumes & Hrs.
- Headcount
attrition
skills
Planned OT
Sourcing
Monthly Hours
Payroll $$
Region Director
Resource Mgt.
Ops Supervisor
YTD
Volumes
Hours
MTG / WTG
Re-smooth
Flexing
Planned OT
Sourcing
Monthly Targets
Weekly Targets
Scheduler
Dispatcher
Ops Supervisor
Morning Report
Morning Call
Must Do
Flexing
Map Based
- Orders
- Techs
Dashboards
Utilization %
Efficiency %
Region Director
Resource Mgt.
Finance
Wrench Variance
- Volumes
- TTC / MPU
Non-Wrench Variance
- Absence
- Training
- Non-Prod
- Payroll
OT Variances
Feedback
Performance Mgt.

5. Supply / Demand….The Basics
SUPPLY (people)
DEMAND (work)
Forecast
Supply = Demand
Based Supply Hrs.
Total Supply hrs.
Demand Hrs.
Volumes (by order type)
TTC
(by order type)
Adj Head-count X
2080 hrs. = +
OT hrs. = = X
Historical Avg
CTS
Smoothing
Avg by SC
Wrench
Drive
Non-wrench
Hrs.
Wrench hrs.
Absence hrs.
Reduces base supply to about 1,250 hours per employee
Training hrs.
Non-prod hrs.
Contractor Supply
Contractor Volumes

6. Basic Assumptions- Demand
Customer Generated Work Volumes
Compliance/Maint Work Volumes
Historical “Times to Complete” (TTC)
Serv center specific
Historical averages
Any other known variables
Monthly allocation based on history
Serv center specific
Fwd looking based on known volumes (Compliance tracking system)
Used to smooth work month to month, but with compliance date in mind
Serv center specific
Wrench time + drive time
6, 12, or 18 month average
Balancing Supply & Demand

7. Basic Assumptions- Supply
(available resources)
Wrench Hours
Non-Wrench Hours
Serv & Safety training
Consolidated & Dev training
Other (OQ, etc)
Serv center specific
Head count by skill type (base hours)
Identify head count to exclude (special projects)
Identify anticipated changes (retirement, attrition)
Understand plans & timing of open positions
Understand expected mix changes
Training
Vac, sick, wellness, funeral, etc
Holidays: excluded from macro supply
Absence
Maint: 2hr/EE/mo.
Meetings: 6 hrs/EE/mo.
Start/Stop/Break: hrs/day
Other: Off-route, record keeping: 4 hrs/mo.
Non-Productive
Balancing Supply & Demand

8. Review Example

9. Thank you! Questions?