System and method for managing data concerning service dispatches

• US 20060069578A1
• Filed: 09/28/2004
• Published: 03/30/2006
• Est. Priority Date: 09/28/2004
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Beltz, Steven Kirk, Burroughs, John Leslie, Borkowski, Pamela Fudge
• Application Number:
  US10/952,546
• Publication Number:
  US 20060069578A1
• Time in Patent Office: Days
• US Class Current: 705/1.100
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A system and method is disclosed in which service dispatch data records are generated and sorted for display. Service dispatch records are generated from data in a product database and a service provider database. A dispatch generation tool generates the service dispatches, and a service dispatch management module sorts and displays the service dispatch data records.

Claims

1. A method for identifying service sorting data concerning the service dispatches of a service provider, comprising:

creating a data record for each service dispatch; and

sorting the service dispatch records for display;

wherein the sorting step assigns a higher display priority to those service dispatch records that include an unacknowledged missed milestone;

wherein the sorting step assigns the next lowest display priority to those service dispatch records that include only acknowledged missed milestones; and

wherein the sorting step assigns the next lowest display priority to those service dispatch records that do not have a history of acknowledged missed milestones.

2. The method for identifying service sorting data concerning the service dispatches of a service provider of claim 1, wherein the sorting step further comprises the step of sorting, on the basis of whether each service dispatch record is claimed by a service representative, the set of service dispatch records that include an unacknowledged missed milestone.

3. The method for identifying service sorting data concerning the service dispatches of a service provider of claim 2, wherein the sorting step further comprises the step of sorting, on the basis of the cumulative age of the service dispatch record, the set of service dispatch records that are unclaimed and include an unacknowledged missed milestone.

4. The method for identifying service sorting data concerning the service dispatches of a service provider of claim 1, further comprising the step of displaying the sorted service dispatch records.

5. The method for identifying service sorting data concerning the service dispatches of a service provider of claim 4, further comprising the steps of:

updating the data of each of the service dispatch records;

resorting the service dispatch records; and

displaying the resorted service dispatch records.

6. A method for generating and sorting service dispatch records in response to a series of service calls, comprising:

identifying the equipment that is the subject of each service call;

identifying the level of service associated with each piece of equipment;

identifying service resources necessary to service each piece of equipment;

generating a service dispatch that is associated with each service call, wherein each service dispatch is associated with a service dispatch record;

establishing a set of expected milestones associated with each service dispatch;

monitoring, with respect to each service dispatch, the completion of the milestones associated with the service dispatch; and

sorting the service dispatch records on the basis of the number of uncompleted milestones.

7. The method for generating and sorting service dispatch records in response to a series of service calls of claim 6, wherein the step of monitoring the completion of the milestones associated with each service dispatch comprises the step of maintaining a running count, with respect to each service dispatch, of the number of milestones incomplete at the time established for the completion of the milestone.

8. The method for generating and sorting service dispatch records in response to a series of service calls of claim 6, further comprising the step of displaying the sorted service dispatch records.

9. The method for generating and sorting service dispatch records in response to a series of service calls of claim 8, wherein the sorting step comprises the step of assigning a higher display priority to those service dispatch records that are not associated with a customer service representative and assigning a lower display priority to those service dispatch records that are associated with a customer service representative.

10. The method for generating and sorting service dispatch records in response to a series of service calls of claim 9, wherein the sorting step comprises the step of further sorting the service dispatch records according to the age of each service dispatch record.

11. The method for generating and sorting service dispatch records in response to a series of service calls of claim 10, further comprising the step of updating the data of the service dispatch records.

12. The method for generating and sorting service dispatch records in response to a series of service calls of claim 11, further comprising the steps of resorting and displaying the updated service dispatch records.

13. A system for managing service dispatch records associated with service calls to a service provider, comprising:

a customer database storing data concerning the service obligation of the service provider for the customer of the products that are the subject of the service calls;

a service provider database storing data concerning service dispatch resources concerning the customer and product associate with the service call; and

a service dispatch generation module operable to generate a service dispatch record on the basis of the data from the customer database, customer database, and service provider database, wherein a generated service dispatch record includes a set of service milestones to be met as part of the completion of the service dispatch associated with the service call.

14. The system for managing service dispatch records associated with service calls to a service provider of claim 13, wherein the service provider database include data concerning service dispatch resources of one or more third parties engaged to provide service resources to customers of a seller of product.

15. The system for managing service dispatch records associated with service calls to a service provider of claim 14, wherein the service dispatch resources comprise replacement components and in-person resources.

16. The system for managing service dispatch records associated with service calls to a service provider of claim 15, further comprising a service dispatch sorting module for sorting for display the generated service dispatch records.

17. The system for managing service dispatch records associated with service calls to a service provider of claim 16, wherein the service dispatch sorting module is operable to sort service dispatch records for display such that records that are not associated with a service representative having a higher display priority as compared with service dispatch records that are associated with a service representative.

18. The system for managing service dispatch records associated with service calls to a service provider of claim 17, wherein the service dispatch sorting module is operable to further sort service dispatch records for display such that records that have an unacknowledged service milestone have a higher display priority as compared with service dispatch records that have an unacknowledged service milestone.

19. The system for managing service dispatch records associated with service calls to a service provider of claim 18, wherein the service dispatch sorting module is operable to further sort service dispatch records for display such that records that have an older cumulative age have a higher display priority as compared with service dispatch records that have a lower cumulative age.

20. The system for managing service dispatch records associated with service calls to a service provider of claim 19, further comprising a display for displaying the sorted service dispatch records.