Method and system for assigning human resources to provide services
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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.
105 Citations
24 Claims
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1-8. -8. (canceled)
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9. A system for assigning human resources of an enterprise having a hierarchical departmental structure to service tasks, each actual assignment involving at least the parameters of a task that should be fulfilled, a service-man to perform said task, a time frame during which the task is to be performed, a customer for whom the task is performed, and a geographical region in which the customer is located, comprising:
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a forecasting module executable by a processing device for;
(a) receiving via a plurality of terminals manual entries of estimated demand for future service tasks;
(b) calculating estimated demand for tasks to be fulfilled in each specific region within future periods, based on said manual entries and analysis of past demand for service;
(c) periodically performing an optimization procedure in order to update said calculated demand for tasks;
a planning module executable by a processing device for;
(a) receiving via a plurality of terminals manual entries of actual future service tasks;
(b) receiving estimated demand for tasks in each region based on analysis of past demand for service;
(c) assigning one or more service-men to fulfill each of actual service task, and further allocating personnel in each specific region for supporting said estimated demand for tasks; and
(d) periodically carrying out optimization procedure of said assignments and allocations of service-men for service tasks;
a scheduling module executable by a processing device for;
(a) receiving via a plurality of terminals manual entries of actual service tasks;
(b) assigning one or more service-men to fulfill each actual service task in an optimized manner based on the capability of each available service man; and
(c) periodically carrying out optimization of previous assignments that have not yet been performed;
an analysis module executable by a processing device for periodically analyzing past demand for service tasks, performance of said service tasks, and the actual capability of each service-man or the aggregate capability of available service-men, and for updating said planning and forecasting modules with analysis of past demand for service for the purpose of optimizing the assignments, and for calculating discrepancies in assignments; and
a coordination module executable by a processing device for iteratively and in a high rate calculating and propagating information relating to the effects of updates in task assignments from said forecasting module to said planning module, and from said planning module to said scheduling module and vice versa from said scheduling module to said planning module and from said planning module to said forecasting module, wherein said assignment forecasting, planning and scheduling manual entries are entered to said modules by personnel of different hierarchy levels of the enterprise, and wherein said iterations are performed in such a high rate to essentially immediately propagate effects of task updates up and down through all said modules. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 20)
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17. A program encoded on a computer-readable medium for controlling a programmable computer to assign human resources of an enterprise having a hierarchical departmental structure to service tasks, each actual assignment involving at least
the parameters of a task to be fulfilled, a service-man to perform said task, a time frame during which the task is to be performed, a customer for whom the task is performed, and a geographical region in which the customer is located, said program comprising: -
a forecasting module for;
receiving first manual entry data via a plurality of terminals, said first manual entry data representing manual entries of estimated demand for future service tasks;
calculating estimated demand for tasks to be fulfilled in each specific region within future periods, based on said first manual entry data and analysis of past demand for service; and
periodically performing an optimization procedure in order to update said calculated demand for tasks;
a planning module for;
receiving second manual entry data via a plurality of terminals, said second manual entry data representing manual entries of actual future service tasks;
receiving estimated demand for tasks in each region based on analysis of past demand for service;
assigning one or more service-men to fulfill each of actual service task, and further allocating personnel in each specific region for supporting said estimated demand for tasks; and
periodically carrying out optimization procedure of said assignments and allocations of service-men for service tasks;
a scheduling module for;
receiving third manual entry data via a plurality of terminals, said third manual entry data representing manual entries of actual service tasks;
assigning one or more service-men to fulfill each actual service task in an optimized manner based on the capability of each available service man;
and periodically carrying out optimization of previous assignments that have not yet been performed;
an analysis module for periodically analyzing past demand for service tasks, performance of said service tasks, and the actual capability of each service-man or the aggregate capability of available service-men, and for updating said planning and forecasting modules with analysis of past demand for service for the purpose of optimizing the assignments, and for calculating discrepancies in assignments; and
a coordination module for iteratively and in a high rate calculating and propagating information relating to the effects of updates in task assignments from said forecasting module to said planning module, and from said planning module to said scheduling module and vice versa, from said scheduling module to said planning module and from said planning module to said forecasting module, wherein said assignment forecasting, planning and scheduling manual entries are entered to said modules by personnel of different hierarchy levels of the enterprise, and wherein said iterations are performed in such a high rate to essentially immediately propagate effects of task updates up and down through all said modules. - View Dependent Claims (18, 19, 21, 22, 23, 24)
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Specification