Task-based methods, systems and computer program products for evaluating performance of service technicians

• US 20050086098A1
• Filed: 10/15/2003
• Published: 04/21/2005
• Est. Priority Date: 10/15/2003
• Status: Abandoned Application

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Walker, Michael R., Fulton, David T., Robbins, Jason S., Childers, Deborah A., Gambhir, Atul, Bailey, James A. Jr., Pace, Karene C.
• Application Number:
  US10/686,416
• Publication Number:
  US 20050086098A1
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

The performance of a service technician who performs multiple service dispatches is evaluated by comparing the service technician'"'"'s actual times to perform a series of tasks that make up a dispatch, to planned times for the series of tasks. Statistically derived planned times may be assigned to tasks that make up a dispatch, so that an objective work measurement and evaluation may be provided.

Claims

1. A computer-based method of evaluating performance of a service technician who performs multiple service dispatches, comprising:

decomposing a service dispatch into a series of tasks;

determining planned times for tasks in the series;

comparing, in a computer system, a service technician'"'"'s actual times to perform the series of tasks to the planned times for the series of tasks; and

generating, in the computer system, an evaluation of the service technician'"'"'s performance based upon the comparing.

2. A method according to claim 1 wherein the service dispatch is performed at a customer premises and wherein at least some of the tasks comprise driving to the customer premises and driving from the customer premises.

3. A method according to claim 2 wherein actual times for driving to the customer premises and driving from the customer premises are determined based on data that is generated from a vehicle that is driven by the service technician.

4. A method according to claim 1 wherein the service technician begins daily dispatches from a service center and ends daily dispatches at the service center and wherein at least some of the tasks comprise performing beginning of day tasks at the service center and performing end of day tasks at the service center.

5. A method according to claim 1 wherein the determining planned times for tasks in the series comprises determining planned times based on whether the tasks are being performed in a rural, suburban or urban location.

6. A method according to claim 1 wherein the decomposing a service dispatch into a series of tasks comprises decomposing a service dispatch into a series of daily, job-based fixed and job-based variable tasks.

7. A method according to claim 1 wherein the generating an evaluation comprises generating a comparison of total actual time worked in a day, compared to total planned time for the day, based on service dispatches for the day.

8. A method according to claim 7 further comprising:

generating, in the computer system, a comparison of total number of demand service dispatches completed in a day, compared to total number of demand service dispatches for the day.

9. A method according to claim 8 further comprising:

generating, in the computer system, an evaluation of the service technician'"'"'s revision rate based upon a number of service dispatches that are not completed successfully on a first visit.

10. A method according to claim 1:

wherein the comparing comprises comparing the service technician'"'"'s actual times to perform the series of tasks in a given day to the planned times for the series of tasks; and

wherein the generating comprises generating an evaluation of the service technician'"'"'s performance for the given day based upon the comparing;

the method further comprising providing the evaluation to a supervisor of the service technician at a beginning of a business day that immediately follows the given day.

11. A computer-based method of evaluating performance of a service technician who performs multiple service dispatches, comprising:

comparing, in a computer system, a service technician'"'"'s actual times to perform a series of tasks that comprise a dispatch, to planned times for the series of tasks.

12. A method according to claim 11 wherein the service dispatch is performed at a customer premises and wherein at least some of the tasks comprise driving to the customer premises and driving from the customer premises.

13. A method according to claim 12 wherein actual times for driving to the customer premises and driving from the customer premises are determined based on data that is generated from a vehicle that is driven by the service technician.

14. A method according to claim 11 wherein the service technician begins daily dispatches from a service center and ends daily dispatches at the service center and wherein at least some of the tasks comprise performing beginning of day tasks at the service center and performing end of day tasks at the service center.

15. A method according to claim 11 wherein the planned times for tasks in the series comprise planned times based on whether the tasks are being performed in a rural, suburban or urban location.

16. A method according to claim 11 wherein the series of tasks comprises a series of daily, job-based fixed and job-based variable tasks.

17. A method according to claim 11 wherein the comparing is performed daily based on the service technician'"'"'s actual times to perform series of tasks for a previous business day.

18. A computer system for evaluating performance of a service technician who performs multiple service dispatches, comprising:

a module that is configured to compare a service technician'"'"'s actual times to perform a series of tasks that comprise a dispatch, to planned times for the series of tasks.

19. A system according to claim 18 wherein the service dispatch is performed at a customer premises and wherein at least some of the tasks comprise driving to the customer premises and driving from the customer premises.

20. A system according to claim 19 wherein actual times for driving to the customer premises and driving from the customer premises are determined based on data that is generated from a vehicle that is driven by the service technician.

21. A system according to claim 18 wherein the service technician begins daily dispatches from a service center and ends daily dispatches at the service center and wherein at least some of the tasks comprise performing beginning of day tasks at the service center and performing end of day tasks at the service center.

22. A system according to claim 18 wherein the planned times for tasks in the series comprise planned times based on whether the tasks are being performed in a rural, suburban or urban location.

23. A system according to claim 18 wherein the series of tasks comprises a series of daily, job-based fixed and job-based variable tasks.

24. A system according to claim 18 wherein the module is configured to perform a daily comparison based on the service technician'"'"'s actual times to perform series of tasks for a previous business day.

25. A system according to claim 18 wherein the module is further configured to generate an evaluation of the service technician'"'"'s performance based upon the comparing.

26. A system according to claim 25 wherein the module is configured to generate an evaluation by generating a comparison of total actual time worked in a day, compared to total planned time for the day, based on service dispatches for the day.

27. A system according to claim 26 wherein the module is further configured to generate an evaluation by generating a comparison of total number of demand service dispatches completed in a day, compared to total number of demand service dispatches for the day.

28. A system according to claim 27 wherein the module is further configured to generate an evaluation by generating an evaluation of the service technician'"'"'s revision rate based upon a number of service dispatches that are not completed successfully on a first visit.

29. A computer program product that is configured to evaluate performance of a service technician who performs multiple service dispatches, the computer program product comprising a computer usable storage medium having computer-readable program code embodied in the medium, the computer-readable program code comprising:

computer-readable program code that is configured to compare a service technician'"'"'s actual times to perform a series of tasks that comprise a dispatch, to planned times for the series of tasks.

30. A computer program product according to claim 29 further comprising:

computer-readable program code that is configured to generate an evaluation of the service technician'"'"'s performance, in response to the computer-readable program code that is configured to compare.