Proactive Field Resource Planning Application

• US 20080056279A1
• Filed: 08/30/2006
• Published: 03/06/2008
• Est. Priority Date: 08/30/2006
• Status: Abandoned Application

• Current Assignee: Dell Products LP (Dell Technologies Inc.)
• Original Assignee: Dell Products LP (Dell Technologies Inc.)
• Inventors: Shattuck, Frank, Feiner, Robert, Lund, Yogesh
• Application Number:
  US11/468,337
• Publication Number:
  US 20080056279A1
• Time in Patent Office: Days
• US Class Current: 370/400
• CPC Class Codes: H04L 47/70 Admission control; Resource allocation
• CPC Class Codes: H04L 47/83 based on usage prediction

Abstract

A comprehensive and flexible method for predicting field service head count requirements for optimized field delivery is disclosed. The headcount model predicts how many field service resources (be they internal resources or partner resources) are needed both for a particular timeframe and at a particular location. E.g., the resources can be predicted by quarter and as well as by geographic location (e.g., a city or region in the USA).

Claims

1. A computer implemented method for predicting field service resource needs comprising:

predicting a field service resource headcount;

determining a field service resource load distribution;

determining a field service resource location distribution; and

,

generating a hiring plan for the field service resources based upon the headcount, field service resource load distribution and field service resource location distribution.

2. The method of claim 1 wherein

the predicting a field service resource headcount includes generating demand forecast for a plurality of types of customer engagements.

3. The method of claim 1 wherein

the customer engagements include at least one of equipment installation engagements, maintenance engagements and repair engagements.

4. The method of claim 2 wherein

the demand forecast is based upon demand patterns;

and,

the demand patterns are based upon sales performance, product quality, competitive environment and macroeconomic trends.

5. The method of claim 1 wherein

the determining field service resource load distribution includes determining a load distribution between internal field resources and external field resource.

6. The method of claim 5 wherein

the determining a load distribution between internal field resources and external field resource is based upon skill set differences between internal resource and external resources and risk management factors between internal resources and external resources.

7. The method of claim 1 wherein

the determining field service resource location includes determining using a field stocking branch model to determine field service resource location needs.

8. The method of claim 7 wherein

the field service resource location needs are based upon demand and supply gaps within metropolitan areas.

9. The method of claim 1 wherein

the generating a hiring plan includes converting information regarding field resource headcount, field service resource load and field service resource location distribution into a trackable execution plan.

10. A computer implemented apparatus for predicting field service resource needs comprising:

means for predicting a field service resource headcount;

means for determining a field service resource load distribution;

means for determining a field service resource location distribution; and

,

means for generating a hiring plan for the field service resources based upon the headcount, field service resource load distribution and field service resource location distribution.

11. The apparatus of claim 10 wherein

the means for predicting a field service resource headcount includes means for generating demand forecast for a plurality of types of customer engagements.

12. The apparatus of claim 10 wherein

the customer engagements include at least one of equipment installation engagements, maintenance engagements and repair engagements.

13. The apparatus of claim 11 wherein

the demand forecast is based upon demand patterns;

and,

the demand patterns are based upon sales performance, product quality, competitive environment and macroeconomic trends.

14. The apparatus of claim 10 wherein

the means for determining field service resource load distribution includes means for determining a load distribution between internal field resources and external field resource.

15. The apparatus of claim 14 wherein

the means for determining a load distribution between internal field resources and external field resource is based upon skill set differences between internal resource and external resources and risk management factors between internal resources and external resources.

16. The apparatus of claim 10 wherein

the means for determining field service resource location includes means for determining using a field stocking branch model to determine field service resource location needs.

17. The apparatus of claim 16 wherein

the field service resource location needs are based upon demand and supply gaps within metropolitan areas.

18. The apparatus of claim 10 wherein

the means for generating a hiring plan includes means for converting information regarding field resource headcount, field service resource load and field service resource location distribution into a trackable execution plan.