HIERACHAL PROVISIONING OF SERVICES

• US 20110015962A1
• Filed: 07/14/2009
• Published: 01/20/2011
• Est. Priority Date: 07/14/2009
• Status: Abandoned Application

• Current Assignee: Dungolden Group Inc.
• Original Assignee: Dungolden Group Inc.
• Inventors: Finucan, Rob
• Application Number:
  US12/502,370
• Publication Number:
  US 20110015962A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: Y02P 90/80 Management or planning

Abstract

Today failure or degradation in a single item of equipment for telecommunications or cable provider can impact one customer through to thousands of customers. Usually the first indication, particularly with customer premises equipment, is a call from the customer which if not resolved by the call centre staff triggers a series of visits from technicians over a period of days to weeks. It would be beneficial instead for the notification of the issue to go from the service provider to the original equipment manufacturer (OEM) for resolution using their additional resources before dispatching a repair technician. OEM engagement providing improved resolution as issues known to OEM and repairs resolution would not be known to the staff of the service provider. The OEM may then directly engage a professional services organization to perform the repair operation, with spares provided from the OEM warehouses identified in their initial analysis of the issue.

Claims

12-1. A method according to claim 1 further comprising:

(f) performing the repair operation on a predetermined number of items of same item of equipment as a preventative maintenance activity.

17. A method comprising:

(a) receiving a notification relating to an item of equipment supporting a service from a service provider, the notification relating to at least one of a failure status of the item of equipment and a quality indicator relating to the service provided via the item of equipment;

(b) providing a second notification relating to the item of equipment, the second notification sent from an original equipment manufacturer to the service provider, the original equipment manufacturer determined in dependence upon at least one of the item of equipment, the service provider employing the item of equipment, the service provided via the item of equipment, and a priority relating to the notification;

(c) assigning a corrective action to a professional service organization, at least one of generating the corrective action and selecting the professional service organization is made in dependence upon at least one of the notification, an aspect of the item of equipment, the service provider and original equipment manufacturer;

(d) performing a repair operation to the item of equipment, the repair operation performed by at least one of an individual and a computer associated with the professional service organization.

18. A method comprising:

(a) receiving a notification relating to an item of equipment belonging a service from a service provider, the notification relating to at least one of a failure status of the item of equipment and a quality indicator relating to the service provided via the item of equipment;

(b) providing a second notification relating to the item of equipment, the second notification sent from a professional service organization to at least one of an original equipment manufacturer and the service provider, the original equipment manufacturer determined in dependence upon at least one of the item of equipment, the service provider employing the item of equipment, the service provided via the item of equipment, and a priority relating to the notification;

(c) assigning a corrective action to a predetermined part of the professional service organization, at least one of generating the corrective action and selecting the predetermined part of the professional service organization being made in dependence upon at least one of the notification, an aspect of the item of equipment, the service provider and original equipment manufacturer;

(d) performing a repair operation to the item of equipment, the repair operation performed by at least one of an individual and a computer associated with the predetermined part of the professional service organization.