Methods and systems for workforce management

Abstract

Systems and computer-implemented methods for managing a workforce include receiving a request for support including a location of the request for support, converting the request for support into a work ticket, classifying the work ticket, allocating the work ticket to a field operative out of a set of at least one field operatives, transmitting a request for a map including data from the work ticket, receiving a map image including data relating to the work ticket, and transmitting the map image including data relating to the work ticket to the field operative.

Description

RELATED APPLICATION DATA[0001]This application claims priority to Indian Patent Application No. 1189 / CHE / 2011, filed Apr. 7, 2011, which is hereby incorporated by reference in its entirety.BACKGROUND[0002]Workforce management strives to get the right number of technicians in the right places at the right times to maximize service and minimize cost. Optimization is difficult since it involves intelligent scheduling and dispatching of multiple technicians to different locations, while minimizing cost and maintaining good customer service. Workforce management may be useful, for example, for companies that need to manage a field force of technicians for installations or servicing existing systems. Typical workforce management systems may interface with ticket management systems to schedule and assign jobs to technicians. Optimal workforce management, however, requires more than an optimal schedule for technicians. Immediate and unexpected changes, such as changes in technician status o...

AI Technical Summary

Problems solved by technology

Optimization is difficult since it involves intelligent scheduling and dispatching of multiple technicians to different locations, while minimizing cost and maintaining good customer service.

Optimal workforce management, however, requires more than an optimal schedule for technicians.

Immediate and unexpected changes, such as changes in technician status or unforeseen changes in the workload, may require spontaneous adjustments.

The bundled land base data may quickly become out-of-date and result in less than optimal scheduling and dispatch.

This may also lead to inaccurate driving instructions being provided to a technician, thus further reducing efficiency.

Further, typical workforce management systems may contribute to inefficiencies due to lack of real time location data.

However, if technician finished the first job they may no longer be near the first location.

Typical workforce management systems fail to adopt dynamic scheduling and real-time dispatch using real-time location data to increase efficient allocation.

Finally, typical standalone workforce management systems are resource intensive, expensive to operate, and difficult to integrate with other enterprise level systems.

These systems may be cost preclusive for small companies.

Additionally, these systems may be difficult to integrate with allied systems, for example technician time entry systems, ticket management systems, vehicle tracking systems, payroll and benefits systems, human resources systems, and the like.

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