TICKET APPROVAL SYSTEM FOR AND METHOD OF PERFORMING QUALITY CONTROL IN FIELD SERVICE APPLICATIONS

• US 20090210284A1
• Filed: 04/30/2009
• Published: 08/20/2009
• Est. Priority Date: 02/12/2008
• Status: Active Grant

• Current Assignee: Certusview Technologies LLC (Dycom Industries Incorporated)
• Original Assignee: Certusview Technologies LLC (Dycom Industries Incorporated)
• Inventors: Chambers, Curtis, Nielsen, Steven E., Pennington, David
• Granted Patent: US 8,478,635 B2
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/063112 Skill-based matching of a person or a group to a task
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/1097 Task assignment
• CPC Class Codes: G06Q 50/08 Construction

Abstract

Methods for overseeing and assessing a locate and marking operation. A ticket is received including ticket information regarding the operation, and a first locate technician is dispatched to perform the operation pursuant to the ticket information. A locate manifest is received that includes at least one digital image associated with a dig area in which the locate technician performed the operation. The locate manifest is compared to the ticket information, and a determination is made if the operation is 1) satisfactory, 2) unsatisfactory and requires further quality control assessment and/or at least partial re-performance, or 3) satisfactory but the first locate technician requires coaching. One or more electronic indications of one of 1), 2) and 3) are provided so as to generate an electronic record of a quality assessment of the locate and marking operation.

Claims

1. A method for overseeing and assessing a locate and marking operation performed by a first locate technician, the locate and marking operation comprising identifying a presence or an absence of at least one underground facility within a dig area by placing at least one locate mark in the dig area, wherein at least a portion of the dig area is to be excavated or disturbed during excavation activities, the method comprising:

A) receiving a ticket including ticket information regarding the locate and marking operation;

B) dispatching the first locate technician to perform the locate and marking operation pursuant to the ticket information;

C) electronically receiving a locate manifest regarding the locate and marking operation performed in B) by the first locate technician, the locate manifest including at least one digital image associated with the dig area;

D) comparing the locate manifest to the ticket information;

E) based on D), determining one of;

E1) that the locate and marking operation is satisfactory;

E2) that the locate and marking operation is unsatisfactory and requires further quality control assessment and/or at least partial re-performance of the locate and marking operation;

or

E3) that the locate and marking operation is satisfactory but the first locate technician requires coaching; and

F) providing at least one electronic indication of one of E1), E2) and E3) so as to generate an electronic record of a quality assessment of the locate and marking operation.

2. The method of claim 1, further comprising electronically maintaining a numerical count of satisfactory locate and marking operations, unsatisfactory locate and marking operations, and locate and marking operations requiring coaching based on F).

3. The method of claim 1, wherein D), E), and F) are performed within one day of the first technician performing the locate and marking operation.

4. The method of claim 1, wherein C) comprises electronically receiving the locate manifest via email.

5. The method of claim 1, wherein the ticket information comprises at least one of:

a ticket number;

an address or other location information regarding the dig area; and

at least one member code identifying a facility owner of the at least one underground facility.

6. The method of claim 1, wherein the at least one digital image included in the locate manifest comprises at least one of:

a first photograph that identifies a location of the dig area;

a second photograph of a paper manifest or a log of the ticket, the dig area, and/or the at least one locate mark; and

a third photograph of the dig area showing the at least one locate mark placed in the dig area.

7. The method of claim 6, wherein the first photograph includes a street number on a mailbox or on a building, or a serial number on a telephone pole.

8. The method of claim 6, wherein the at least one digital image includes a marked-up image of a geographic area surrounding the dig area, the marked-up image including at least one digital representation of the at least one locate mark electronically overlaid thereon.

9. The method of claim 6, wherein the at least one digital image comprises GPS data associated with the dig area.

10. The method of claim 1, wherein the locate manifest further comprises at least one of:

a time, date and/or duration of the locate and marking operation;

a ticket number for the ticket associated with the locate manifest;

an address or other location information regarding the dig area;

at least one first identifier for a facility owner of the at least one underground facility;

at least one second identifier relating to work performed during the locate and marking operation;

a third identifier for a party requesting the locate and marking operation;

a fourth identifier for the first locate technician performing the locate and marking operation;

a signature of the first locate technician;

a fifth identifier for a crew to which the first locate technician belongs;

at least one sixth identifier for one or more types of locate markings used for the locate and marking operation; and

one or more notes made by the first locate technician.

11. The method of claim 1, further comprising:

displaying on at least one display device at least a portion of the locate manifest and at least some of the ticket information.

12. The method of claim 11, wherein:

the displayed portion of the locate manifest comprises the at least one digital image and a work performed text display field; and

the displayed ticket information includes a ticket manifest text display field.

13. The method of claim 12, wherein D) comprises comparing the at least one digital image with the ticket manifest text display field and the work performed text display field.

14. The method of claim 11, further comprising displaying on the at least one display device at least a portion of the locate manifest and at least one icon representing the quality assessment of the locate and marking operation.

15. The method of claim 14, wherein the at least one icon includes:

an approved icon representing a satisfactory locate and marking operation;

a QC icon representing an unsatisfactory locate and marking operation; and

a coach icon representing that the first locate technician requires coaching.

16. The method of claim 15, wherein F) comprises:

F1) receiving a selection, via a user interface associated with the at least one display device, of one of the approved icon, the QC icon, and the coach icon so as to provide the at least one electronic indicator of the one of E1), E2) and E3).

17. The method of claim 1, wherein E) comprises:

based on D), and at least one of;

a time required to complete the locate and marking operation;

a time at which the locate and marking operation was performed;

a cost of the locate and marking operation;

one or more conditions associated with the dig area;

a number of facilities to be located as indicated in the ticket information;

a discrepancy between the facilities to be located as indicated in the ticket information, but not indicated as marked in the locate manifest; and

an efficiency with which the first locate technician performed the locate and marking operation,

determining one of E1), E2) and E3).

18. The method of claim 1, further comprising:

electronically associating the locate manifest received in C) with the ticket received in A); and

storing the ticket information, the associated locate manifest and the at least one electronic indicator so as to archive the electronic record of the quality assessment of the locate and marking operation.

19. The method of claim 1, further comprising maintaining the electronic record of the quality assessment of the locate and marking operation in an employee personnel file for the first locate technician.

20. The method of claim 1, wherein, if E2), the method further comprises:

E2a) dispatching a second locate technician, different from the first locate technician, to at least partially re-perform the locate and marking operation.

21. The method of claim 20, further comprising, prior to E2a):

transmitting the ticket information and locate manifest to a quality control approver for further review.

22. The method of claim 21, wherein E2a) is performed on the same day of the further review by the quality control approver.

23. The method of claim 21, wherein if E2a) is not performed on the same day of the further review by the quality control approver, the method further comprises flagging the locate and marking operation for managerial review.

24. The method of claim 20, further comprising:

G) electronically receiving an updated locate manifest regarding the locate and marking operation performed in E2a) by the second locate technician;

H) comparing the updated locate manifest to the ticket information; and

I) based on H), repeating E) and F).

25. The method of claim 1, wherein, if E3), the method further comprises:

E3a) performing at least one coaching activity with the first locate technician within a predetermined time period following the locate and marking operation.

26. The method of claim 25, wherein the predetermined time period is ten business days.

27. The method of claim 25, wherein if E3a) is not performed within the predetermined time period, the method further comprises flagging the at least one coaching activity for managerial review.

28. The method of claim 25, further comprising:

signing off on the at least one coaching activity once completed;

including a report of the completed at least one coaching activity in the electronic record of the quality assessment of the locate and marking operation; and

maintaining the electronic record of the quality assessment of the locate and marking operation, including the report of the completed at least one coaching activity, in an employee personnel file for the first locate technician.