Method and system for assigning human resources to provide services
First Claim
Patent Images
1. A method for assigning human resources of an enterprise to service tasks, each assignment involving at least the parameters of:
- a. “
what”
—
the task that should be fulfilled;
b. “
who”
—
the human resource that will handle the task;
c. “
when”
—
the time frame in which the task should be performed;
d. “
for whom”
—
the customer for whom the task fulfillment is required; and
e. “
where”
—
the region, out of a plurality of regions serviced by the enterprise, in which the fulfillment of a task is required;
the method comprises the following steps which are performed simultaneously;
A. Long term forecasting tasks that should be fulfilled in each specific region, based on analysis of past demand and actual service operations;
B. Mid-term planning, by roughly allocating resources to fulfill actual future tasks and expected task demands; and
C. Short-term scheduling of specific human resources to fulfill actual tasks;
The method is characterized in that each change in the parameters of the human resource assignments resulting from either one of the forecasting, planning, or scheduling steps is immediately propagated to effect the other two steps, and a further analyzing step is repeatedly carried out for checking the assignment actual status upon any introduction of an assignment update by the said forecasting and planning steps, for detecting discrepancies, and generating alerts for facilitating correction of said discrepancies.
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Abstract
A system for assigning human resources to service tasks. A long term forecasting module enables one or more users simultaneously working on that module to assign tasks that should be fulfilled in the each specific region, based on analysis of past demand and actual service operations. A mid-term planning module enables one or more users simultaneously working on that module to roughly allocate resources to fulfill actual future tasks and expected task demands. A short-term scheduling module enables one or more users simultaneously working on that module to roughly allocate specific human resources to fulfill actual tasks. A coordination module immediately propagates any change in the parameters of the human resource assignments resulting at any one of the forecasting, planning or scheduling modules to effect the other two modules. An analyzing module repeatedly checks the assignment actual status upon any introduction of an assignment update by the forecasting and planning modules to detect discrepancies and to generate alerts to correct those discrepancies.
122 Citations
8 Claims
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1. A method for assigning human resources of an enterprise to service tasks, each assignment involving at least the parameters of:
-
a. “
what”
—
the task that should be fulfilled;
b. “
who”
—
the human resource that will handle the task;
c. “
when”
—
the time frame in which the task should be performed;
d. “
for whom”
—
the customer for whom the task fulfillment is required; and
e. “
where”
—
the region, out of a plurality of regions serviced by the enterprise, in which the fulfillment of a task is required;
the method comprises the following steps which are performed simultaneously;
A. Long term forecasting tasks that should be fulfilled in each specific region, based on analysis of past demand and actual service operations;
B. Mid-term planning, by roughly allocating resources to fulfill actual future tasks and expected task demands; and
C. Short-term scheduling of specific human resources to fulfill actual tasks;
The method is characterized in that each change in the parameters of the human resource assignments resulting from either one of the forecasting, planning, or scheduling steps is immediately propagated to effect the other two steps, and a further analyzing step is repeatedly carried out for checking the assignment actual status upon any introduction of an assignment update by the said forecasting and planning steps, for detecting discrepancies, and generating alerts for facilitating correction of said discrepancies. - View Dependent Claims (2, 7)
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3. A system for assigning human resources of an enterprise to service tasks, each assignment involving at least the parameters of:
-
a. “
what”
—
the task that should be fulfilled;
b. “
who”
—
the human resource that will handle the task;
c. “
when”
—
the time frame in which the task should be performed;
d. “
for whom”
—
the customer for whom the task fulfillment is required; and
e. “
where”
—
the region, out of a plurality of regions serviced by the enterprise, in which the fulfillment of a task is required;
the system comprises;
A. A long term forecasting module for enabling one or more users simultaneously working on the module to assign tasks that should be fulfilled in each specific region, based on analysis of past demand and actual service operations;
B. A Mid-term planning module for enabling one or more users simultaneously working on the module to roughly allocate resources to fulfill actual future tasks and expected task demands; and
C. Short-term scheduling module for enabling one or more users simultaneously working on the module to roughly allocate specific human resources to fulfill actual tasks;
D. A coordination module for immediately propagating any change in the parameters of the human resource assignments resulting at either one of the forecasting, planning, or scheduling steps to effect the other two modules; and
E. An analyzing module for repeatedly checking the assignment actual status upon any introduction of an assignment update by the said forecasting and planning modules, for detecting discrepancies, and for generating alerts and facilitating correction of said discrepancies. - View Dependent Claims (4, 5, 6, 8)
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Specification
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Current AssigneeClickSoftware Technologies, Ltd. (Salesforce.com, Inc.)
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Original AssigneeClickSoftware Technologies, Ltd. (Salesforce.com, Inc.)
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InventorsBeniaminy, Israel, Karlskind, Michael, Benbassat, Moshe, Bendov, Amit, Arazi, Simon
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Granted Patent
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Time in Patent OfficeDays
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Field of Search
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US Class Current705/8
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CPC Class CodesG06Q 10/06 Resources, workflows, human...G06Q 10/06311 Scheduling, planning or tas...G06Q 10/063112 Skill-based matching of a p...G06Q 10/06315 Needs-based resource requir...G06Q 10/0633 Workflow analysisG06Q 10/105 Human resourcesG06Q 10/1097 Task assignmentG06Q 30/0202 Market predictions or forec...G06Q 30/0205 Location or geographical co...
