METHODS AND SYSTEMS FOR WORKFORCE MANAGEMENT

• US 20120259540A1
• Filed: 05/19/2011
• Published: 10/11/2012
• Est. Priority Date: 04/07/2011
• Status: Abandoned Application

• Current Assignee: Infosys Limited
• Original Assignee: Infosys Technologies Limited (Infosys Limited)
• Inventors: Kishore, Pradeep, Narayan, Visvanathan Lakshmi
• Application Number:
  US13/111,472
• Publication Number:
  US 20120259540A1
• Time in Patent Office: Days
• US Class Current: 701/410
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/103 Workflow collaboration or project management
• CPC Class Codes: G06Q 10/105 Human resources

Abstract

Systems and computer-implemented methods for managing a workforce include receiving a request for support including a location of the request for support, converting the request for support into a work ticket, classifying the work ticket, allocating the work ticket to a field operative out of a set of at least one field operatives, transmitting a request for a map including data from the work ticket, receiving a map image including data relating to the work ticket, and transmitting the map image including data relating to the work ticket to the field operative.

Claims

1. A computer implemented method for managing a workforce, said method comprising:

receiving, by a computing device, a request for support including a location of the request for support;

converting the request for support into a work ticket;

classifying the work ticket;

scheduling allocation of the work ticket to a field operative out of a set of at least one field operatives;

transmitting, by a computing device, a request for a map including data from the work ticket;

receiving, by a computing device, a map image including data relating to the work ticket; and

transmitting, by a computing device, the map image including data relating to the work ticket to the field operative.

2. The method of claim 1, wherein the step of scheduling allocation of the work ticket is dynamic and occurs substantially in real time.

3. The method of claim 1, wherein the step of classifying the work ticket includes at least one of:

determining a service area for the work ticket;

determining a service type for the work ticket; and

determining a priority of the work ticket.

4. The method of claim 3, wherein the step of allocating the work ticket includes:

receiving an indication of a geographic location of each field operative in the set of field operatives;

receiving an indication of qualifications of each field operative in the set of field technicians; and

assigning the work ticket to one of the field operatives in the set of field operatives in the service area having qualifications matching the service type.

5. The method of claim 4, wherein the geographic location of each field operative is a geographic region that the field operative can travel to within a determined time period.

6. The method of claim 5, wherein if the priority of the work ticket is above a threshold, the method further comprises expanding the service area for the work ticket.

7. The method of claim 5, wherein the priority of the work ticket increases after a threshold is met.

8. The method of claim 1, further comprising:

receiving, by a computing device, a location of the field operative;

transmitting, by a computing device, a request for routing from the location of the field operative to the location of the service request;

receiving, by a computing device, a route between the location of the field operative and the location of the service request;

transmitting, by a computing device, the route to the field operative.

9. The method of claim 1, further comprising:

receiving an indication of the geographic location of a field operative in the set of field operatives periodically;

storing each received geographic location indication for the field operative;

transmitting a map configured to display a route corresponding to the periodic geographic location indications for the field operative.

10. The method of claim 1, further comprising:

receiving, by a computing device, a second request for support including a location of the request for support;

converting the second request for support into a second work ticket;

classifying the second work ticket;

allocating the second work ticket to a field operative out of the set of at least one field operatives; and

reallocating the work ticket if the second work ticket is allocated to the field operative that the work ticket was allocated to and the second work ticket has a higher priority than the work ticket.

11. The method of claim 10, further comprising:

reallocating the work tickets assigned to plural field operatives in the set of field operatives in response to receipt of a subsequent work ticket.

12. Computer-readable code stored on a non-transitory computer-readable medium that, when executed by one or more computing device, implements a method for managing a workforce, said method comprising:

receiving, by a computing device, a request for support including a location of the request for support;

converting the request for support into a work ticket;

classifying the work ticket;

allocating the work ticket to a field operative out of a set of at least one field operatives;

transmitting, by a computing device, a request for a map including data from the work ticket;

receiving, by a computing device, a map image including data relating to the work ticket; and

transmitting, by a computing device, the map image including data relating to the work ticket to the field operative.

13. The method of claim 12, further comprising:

receiving an indication of the geographic location of a field operative in the set of field operatives periodically;

storing each received geographic location indication for the field operative;

transmitting a map configured to display a route corresponding to the periodic geographic location indications for the field operative.

14. The method of claim 13, further comprising:

receiving, by a computing device, a second request for support including a location of the request for support;

converting the second request for support into a second work ticket;

classifying the second work ticket;

allocating the second work ticket to a field operative out of the set of at least one field operatives; and

reallocating the work ticket if the second work ticket is allocated to the field operative that the work ticket was allocated to and the second work ticket has a higher priority than the work ticket.

15. The method of claim 14, further comprising:

reallocating the work tickets assigned to plural field operatives in the set of field operatives in response to receipt of a subsequent work ticket.

16. The method of claim 15, wherein the step of classifying the work ticket includes at least one of:

determining a service area for the work ticket;

determining a service type for the work ticket; and

determining a priority of the work ticket.

17. A system for managing a workforce, said system comprising:

a memory device; and

a processing device coupled to the memory device, the processing device executing;

a module configured to receive a request for support including a location of the request for support;

a module configured to convert the request for support into a work ticket;

a module configured to classify the work ticket;

a module configured to allocated the work ticket to a field operative out of a set of at least one field operatives;

a module configured to transmit a request for a map including data from the work ticket;

a module configured to receive a map image including data relating to the work ticket; and

a module configured to transmit the map image including data relating to the work ticket to the field operative.

18. The system of claim 17, wherein the processing device further executes:

a module configured to receive an indication of the geographic location of a field operative in the set of field operatives periodically;

a module configured to store each received geographic location indication for the field operative;

a module configured to transmit a map configured to display a route corresponding to the periodic geographic location indications for the field operative.

19. The system of claim 17, wherein the processing device further executes:

a module configured to receive a second request for support including a location of the request for support;

a module configured to convert the second request for support into a second work ticket;

a module configured to classify the second work ticket;

a module configured to allocate the second work ticket to a field operative out of the set of at least one field operatives; and

a module configured to reallocate the work ticket if the second work ticket is allocated to the field operative that the work ticket was allocated to and the second work ticket has a higher priority than the work ticket.

20. The system of claim 19, wherein the processing device further executes:

a module configured to reallocate the work tickets assigned to plural field operatives in the set of field operatives in response to receipt of a subsequent work ticket.

21. The system of claim 17, wherein the processing device further executes:

a module configured to generate dynamic reports, wherein the dynamic reports are one or more of map based and chart based.