Field servicing

• US 8,463,636 B2
• Filed: 04/28/2006
• Issued: 06/11/2013
• Est. Priority Date: 04/28/2006
• Status: Active Grant

• Current Assignee: Field Nation LLC
• Original Assignee: Field Nation LLC
• Inventors: Ahsan, Mohammad K., Khan, Mynul H.
• Primary Examiner(s): Mattia, Scott A
• Application Number:
  US11/413,291
• Publication Number:
  US 20070251988A1
• Time in Patent Office: 2,601 Days
• Field of Search: 705/1.1, 705/7.14, 705/7.16, 705/80, 705/321
• US Class Current: 705/7.14
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

Systems, computer-readable media, and methods are presented for selecting a service entity that utilize a processor, a memory connected to the processor, and program instructions storable in the memory and executable by the processor. Program instructions can execute to receive information from a first entity regarding a particular set of attributes of a second entity, a set of services to be performed by the second entity, and a predetermined compensation for the services. Program instructions can execute to transmit a communication to a second entity that contains the particular set of attributes, the set of services to be performed, and the predetermined compensation. Program instructions can execute to identify a number of second entities to perform the set of services by matching a number of the particular set of attributes received from the first entity. Additionally, program instructions can execute to receive a selection from the first entity of at least one of the number of second entities.

Claims

1. A system for selecting a field service entity for computer hardware installation and servicing at a job site comprising:

a processor;

a memory, connected to the processor;

a program access point having access to one or more application interfaces; and

program instructions storable in the memory and executable by the processor to control access to the program access point according to hierarchal account levels provided specifically to a first Tier entity (Tier

     1) that is an Original Equipment Manufacturer (OEM) in the field of computer hardware installation, a second Tier entity (Tier

     2) that is a manager for the OEM, a sixth Tier entity (Tier

     6) that is a computer hardware installation technician, and a service staff of an organization operating the program access point and to specifically not provide access to the program access point by a third Tier entity and/or fourth Tier entity (Tier 3 and Tier

     4), the third Tier entity or fourth Tier entity being a regional, statewide and/or municipal contractor and/or management company, the program instructions executed by the processor to control access through the program access point to;

receive information from a first entity that is a Tier 1 and/or Tier 2 entity regarding a particular set of attributes of a second entity that is a Tier 6 entity, a set of computer hardware installation field services to be performed by the second entity, and a predetermined compensation to be paid by the first entity to the second entity for the field services in connection with installing and servicing computer hardware at the job site, without the intervention of Tier 3 or Tier 4 entities;

transmit a communication to a second entity that contains the particular set of attributes, the set of field services to be performed, and the predetermined compensation;

identify a number of second entities, who are field service technicians, to perform the set of field services by matching a number of the particular set of attributes received from the first entity;

receive a selection from the first entity of at least one of the number of second entities;

store attributes of a number of individual field service technicians as second entities;

qualify at least one of the number of second entities, wherein qualifying at least one of the second entities includes;

using a training module having instructions executed by the processor to provide training materials to the at least one of the number of second entities;

using a testing module having instructions executed by the processor to provide testing materials to and to receive testing response input from the at least one of the number of second entities; and

using a knowledge base module interconnected to the training module and testing module and having instructions executed by the processor to maintain an online library of a number of service manuals for products of manufacturers and to provide access to the same to the at least one of the number of second entities, the knowledge base module further having instructions executed by the processor to automatically and online update the training module and the testing module upon an update to the knowledge base module;

offer a particular contractual opportunity having a predetermined compensation arrangement to the number of individual field service technicians;

register interest in the particular contractual opportunity by at least one individual field service technician, wherein the program instructions are executed to register tacit agreement to the predetermined compensation arrangement when a second entity accesses further information through the hierarchal account levels of the program access point in response to the offer;

award a contract to a qualified individual field service technician based on interest in the particular contractual opportunity and on stored attributes matching a number of attributes submitted by a client, which include a predetermined compensation to be paid by the client to the qualified individual field service technician;

receive a confirmation that the qualified individual field service technician intends to perform a service for the predetermined compensation at a particular time, day of week, and date;

determine electronically that the confirmation from the qualified individual field service technician is absent a particular number of hours before the service is to be performed and selecting another field service technician from a preselected backup group of qualified field service technicians;

communicate electronically to the qualified backup field service technician and confirming electronically availability of the qualified backup field service technician to perform the service;

coordinate and confirm delivery of tool shipment electronically on line in order to ensure that the tools are present and received at the job site to perform the set of field services at the job site by the first entity;

rate attributes and performance level of the number of second entities by the number of second entities, to allow the second entities to self-rate, and other system users including, the service staff of the organization operating the program access point, the Tier 1 and/or Tier 2 entity, and a recipient of services provided by the number of second entities, the recipient including a customer of the Tier 1 and/or Tier 2 entity;

verify certification, document bonding and insurance, and identify whether any of the number of second entities have a conviction for committing a particular crime, and publish results from verifying certification, document bonding and insurance and conviction information to the first entity;

statistically model, for a Tier 1 and Tier 2 entity, a cost, a value, and a risk of contracting for services that utilize the number of second Tier 6 entities relative to a particular set of field services;

record, for the particular set of field services, the number of second Tier 6 entities, the Tier 5 manager of services provided, the recipient of services that is the customer of the Tier 1 and/or Tier 2 entity, and the service staff of the organization operating the program access point;

record, for the particular set of field services, the time spent doing the services provided, wherein the number of second entities can access the system electronically online to record the same, based on the hierarchal account levels through the program access point;

record, for the particular set of field services, accounting information including payroll records, total past compensation made to the number of second entities for services provided, in order to assess use of the a given second entity and balance workload and payments fairly between the number of second entities, and past pending compensation due, and payment of waybills for parts shipment, to ensure that payment for tools and equipment are covered, wherein the instructions are executed by the processor such that the recorded accounting information can be accessed by the number of second entities, the service staff of the organization operating the program access point, and the Tier 1 and/or Tier 2 entity electronically online, through the program access point based on the hierarchal account levels;

present online to the Tier 5 and Tier 6 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, the recorded accounting information, including the tool shipment and a real time status of past payments to the Tier 5 or Tier 6 entity to date;

present online to the Tier 5 and Tier 6 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, scheduled positions, requested job site positions, and available sites section; and

present online to the Tier 1 and Tier 2 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, a project summary for the job site to view a site status, including Tier 6 backup information and details on the Tier 6 entity, wherein program instructions associated with the viewable interface can be executed to allow the Tier 1 and Tier 2 entity to;

change a status of a project at the job site;

create a new job site;

exchange job site comments between the Tier 1 and Tier 2 entity with the Tier 6 entity; and

search for Tier 6 field service technicians for a particular job site according to previous contract agreements with the Tier 1 and Tier 2 entity, field service categories, Tier 6 entity tools, and Tier 6 entity certification.

2. The system of claim 1, wherein the instructions executable to identify a number of second entities use particular log-in information submitted when accessing the transmitted communication that enables correlation with a number of the attributes received from the first entity.

3. The system of claim 1, wherein the selection from the number of second entities is determined by the first entity to be qualified to perform the set of field services.

4. The system of claim 1, including instructions executable to transmit to the first entity information about attributes of the identified number of second entities to enable selection by the first entity.

5. The system of claim 1, wherein the instructions executable to transmit the communication regarding the predetermined compensation include setting the compensation based on one selected from the group including:

a type of field service provided;

a particular field service completed;

a daily rate; and

an hourly rate calculation.

6. The system of claim 1, wherein the instructions executable to transmit the communication to the second entity include transmitting to one selected from the group including:

a pre-registered second entity;

a second entity that has been pre-qualified by the first entity; and

an unselected set of second entities.

7. A system to fulfill field service requirements, comprising:

a server computer including a program access point and access to a data store having one or more user files containing attribute information, wherein the server includes a processor that executes program instructions, wherein particular program instructions executed by the processor are organized into defined modules, segmented to perform certain tasks, wherein program instructions are executed by the processor to control access to each defined module through the program access point according to hierarchal account levels provided specifically to a first Tier entity (Tier

     1) that is an Original Equipment Manufacturer (OEM) in the field of computer hardware installation, a second Tier entity (Tier

     2) that is a manager for the OEM, a sixth Tier entity (Tier

     6) that is a computer hardware installation technician, and a service staff of an organization operating the program access point, but do not provide access from a third Tier entity and/or fourth Tier entity (Tier 3 and Tier

     4), the third Tier entity or fourth Tier entity being a regional, statewide and/or municipal contractor and/or management company, wherein the modules including program instructions segmented to perform certain tasks, and accessed through the program access point, include;

a project management module having instructions executed by the server to select, without involvement from the Tier 3 and/or Tier 4 entity, a first particular user, that is the Tier 5 entity or the Tier 6 computer hardware installation technician, with a first skill level ability and an associated first predetermined compensation to be paid in connection with performing a particular project by correlating attribute information for the first particular user with requirements for the particular project determined by the Tier 1 or Tier 2 entity, wherein the project management module includes instructions that are executed to;

present online to the Tier 5 and Tier 6 entities through one or more viewable interfaces, accessed through the program access point based on the hierarchal account levels, recorded accounting information, including a tool shipment and a real time status of past payments to the Tier 5 or Tier 6 entity to date;

present online to the Tier 5 and Tier 6 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, scheduled positions, requested job site positions, and available sites section; and

present online to the Tier 1 and Tier 2 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, a project summary for the job site to view a site status, including Tier 6 backup information, and details on the Tier 6 entity, wherein program instructions associated with the viewable interface can be executed to allow the Tier 1 and Tier 2 entity to;

change a status of a project at the job site;

create a new job site;

exchange job site comments between the Tier 1 and Tier 2 entity with the Tier 6 entity; and

search for Tier 6 field service technicians for a particular job site according to previous contract agreements with the Tier 1 and Tier 2 entity, field service categories, Tier 6 entity tools, and Tier 6 entity certification;

a service call module having instructions executed by the server to select a second particular user with a second skill level ability different from the first particular user and an associated second predetermined compensation to be paid in connection with performing a particular service within a specified time frame at a particular location by correlating attribute information for the second particular user with requirements for the particular service call;

a training module having instructions executed by the server to provide training materials to the first and second particular users;

a testing module having instructions executed by the server to provide testing materials to and to receive testing response input from the first and second particular users;

a knowledge base module interconnected to the training module and testing module and having instructions executed by the server to maintain an online library of a number of service manuals for products of manufacturers, and provide access to the same for the first and second particular users, the knowledge base module further having instructions executed by the server to automatically update the training module and the testing module upon an update to the knowledge base module;

wherein, the server includes a ratings module having instructions executed by the server to allow attributes and performance level of a particular user to be rated by at least one of the particular user, an administrator of the server, a staff member of an organization operating the server, a manager of services provided by the particular user, and a recipient of services provided by the particular user;

wherein, the server includes a quality assurance module having instructions executed by the server to verify certification, document bonding and insurance, and identify whether a particular user has a conviction for committing a particular crime, and wherein the quality assurance module includes instructions executed by the server to publish results from verifying certification, document bonding and insurance and conviction information to a tier 1 and tier 2 user of the system;

wherein, the server includes a resource and sales forecast module having instructions executed by the server to statistically model a cost, a value, and a risk of contracting for services that utilize the particular user relative to a particular set of field services;

wherein, the server includes a parts management module having instructions executed by the server to order, register delivery, and register return of parts with requirements of the particular project, a service call, and the particular user in association with the particular project; and

wherein, the server includes an accounting module having instructions executed by the server to;

record, for the particular project, the particular user, the manager of services provided, the recipient of services, the administrator of the server, and a client of the server;

record, for the particular project, an actual amount of time spent performing work for the particular project, wherein the instructions are executed to control access through the program access point based on the hierarchal account levels such that the Tier 5 and Tier 6 entity can access a viewable interface of the accounting module electronically online to record the actual amount of time spent performing the work for the particular project; and

record, for the particular project, compensation made to the Tier 5 and Tier 6 entity for the particular project and pending compensation, wherein the instructions are executed to control access through the program access point based on the hierarchal account levels such that the Tier 1 and Tier 2 entity can access the viewable interface of the accounting module to see total compensation for the particular project.

8. The system of claim 7, wherein:

the server includes access to a data store having one or more user files wherein the first particular user and the second particular user are each an individual provider of a particular set of field services.

9. The system of claim 7, the server storing a particular requirement of a project, wherein the project includes at least one requirement selected from the group including a number of users having a number of attribute sets and a number of users to be utilized at a number of project locations.

10. A non-transitory computer-usable medium having computer-readable instructions stored thereon and executed by a processor to:

provide a program access point having access to one or more application interfaces, wherein the instructions are executed to control access to the program access point according to a hierarchal account levels provided specifically to a first Tier entity (Tier

     1) that is an Original Equipment Manufacturer (OEM) in the field of computer hardware installation, a second Tier entity (Tier

     2) that is a manager for the OEM, a sixth Tier entity (Tier

     6) that is a computer hardware installation technician, and a service staff of an organization operating the program access point, but do not provide access to a third Tier entity and/or fourth Tier entity (Tier 3 and Tier

     4), the Tier 3 or Tier 4 entity being a regional, statewide and/or municipal contractor and/or management company, wherein the instructions are executed by the processor to control access through the program access point to;

store attributes of a number of individual technicians;

qualify the number of individual technicians, wherein qualifying the number of individual technicians includes executing instructions to;

provide online training materials to the number of individual technicians;

provide online testing materials to and receiving online testing response input from the number of individual technicians;

interconnect the online training materials and online testing materials to an online library having a number of service manuals for products of manufacturers; and

automatically update the online training materials and the online testing materials upon an update to the online library;

offer a particular contractual opportunity having a predetermined compensation arrangement to the number of individual technicians;

register interest in the particular contractual opportunity by at least one individual technician;

award a contract to a first qualified individual technician based on interest in the particular contractual opportunity and on stored attributes matching a number of attributes submitted by a client, which include a predetermined compensation to be paid by the client to the first qualified individual technician;

receive a confirmation that the qualified individual technician intends to perform a service for the predetermined compensation at a particular time, day of week, and date;

determine electronically that the confirmation from the qualified individual technician is absent a particular number of hours before the service is to be performed and selecting another technician from a preselected backup group of qualified technicians;

confirm electronically the availability of the backup to perform the field service a particular number of hours before the service is to be performed;

coordinate and confirm delivery of tools to perform the set of field services to a field services site by the first entity;

rate attributes and performance level of the number of second entities user by the number of second entities, an administrator of the system, a staff member of an organization operating the system, a manager of services provided by the number of second entities, and a recipient of services provided by the number of second entities;

verify certification, document bonding and insurance, and identify whether any of the number of second entities have a conviction for committing a particular crime, and publish results from verifying certification, document bonding and insurance and conviction information to the first entity;

statistically model a cost, a value, and a risk of contracting for services that utilize the number of second entities relative to a particular set of field services;

record, for the particular set of field services, Tier 1, Tier 2, Tier 5 and Tier 6 entities involved;

record, for the particular set of field services, an actual amount of time spent performing work for the particular set of field services, wherein the number of second entities can access the system electronically online to record the actual amount of time spent performing work for the particular set of field services;

record, for the particular set of field services, accounting information including payroll records, compensation made to the number of second entities for services provided and pending compensation due, and payment of waybills for parts shipment, wherein the instructions are executed by the processor such that the recorded accounting information can be accessed by the number of second entities, the administrator of the server, and the client of the server electronically online;

present online to the Tier 5 and Tier 6 entities through one or more viewable interfaces, accessed through the program access point based on the hierarchal account levels, the recorded accounting information, including the tool shipment and a real time status of past payments to the Tier 5 or Tier 6 entity to date;

present online to the Tier 5 and Tier 6 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, scheduled positions, requested job site positions, and available sites section; and

present online to the Tier 1 and Tier 2 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, a project summary for the job site to view a site status, including Tier 6 backup information, and details on the Tier 6 entity, wherein program instructions associated with the viewable interface can be executed to allow the Tier 1 and Tier 2 entity to;

change a status of a project at the job site;

create a new job site;

exchange job site comments between the Tier 1 and Tier 2 entity with the Tier 6 entity; and

search for Tier 6 field service technicians for a particular job, site according to previous contract agreements with the Tier 1 and Tier 2 entity, field service categories, Tier 6 entity tools, and Tier 6 entity certification.

11. The medium of claim 10, wherein communicating includes sending information using digital and analog technologies, landline and mobile technologies, telephone technologies, radio technology, electronic messaging technology, fiber optic technology, and intranet and internet communications via modem, cable, wireless, and satellite technologies.

12. The medium of claim 10, wherein registering interest can be accomplished by at least one selected from the group including affirmatively responding to a query about such interest, accessing a link present in the electronic communication, and requesting further information about the particular contractual opportunity.

13. The medium of claim 10, wherein:

communicating a particular contractual opportunity and registering interest therein is accomplished by providing a graphic user interface on a platform allowing a real time status management display for use by the individual technician; and

providing a graphic user interface allows viewing by the technician of accounting information including payroll records, payment of waybills for parts shipment, and other financial matters related to performing the contract.

14. A method for supplying technicians, comprising:

coordinating, by a processor in a computing apparatus, a filling of field service requirements with appropriate technicians directly between a Tier 1 and Tier 2 field service entities and a Tier 5 and 6 field service entities without involvement of Tier 3 and 4 field service entities by;

controlling access to a program access point according to a hierarchal account levels provided specifically to a first Tier entity (Tier

     1) that is an Original Equipment Manufacturer (OEM) in the field of computer hardware installation, a second Tier entity (Tier

     2) that is a manager for the OEM, a sixth Tier entity (Tier

     6) that is a computer hardware installation technician, and a service staff of an organization operating the program access point, but do not provide access to a third Tier entity and/or fourth Tier entity (Tier 3 and Tier

     4), the third Tier entity or fourth Tier entity being a regional, statewide and/or municipal contractor and/or management company, and the program instructions executed by the processor to allow access through the program access point to perform a method of;

receiving a particular set of desired attributes of a technician and a test of knowledge pertaining to at least one of the desired attributes from a prospective contracting party in order to pre-qualify a subset of technicians;

allowing an unselected group of technicians access to the particular set of desired attributes and the test of knowledge;

providing training to a particular field service relating to the at least one of the desired attributes to individual technicians from the unselected group;

testing knowledge to a particular field service and related to the at least one of the desired attributes possessed by the individual technicians from the unselected group, wherein providing training and testing knowledge includes;

interconnecting online training materials and online testing materials to an online library having a number of service manuals for products of manufacturers;

automatically updating the online training materials and the online testing materials upon an update to the online library; and

restricting a technician who does not pass a test to connecting to a training module for subjects incorrectly answered for further training before being allowed access to repeat a particular test;

correlating with the prospective contracting party and selecting a number of individual technicians to be in the pre-qualified subset based on having at least a minimum level of knowledge relating to the particular set of desired attributes at least partially determined by passing the test of knowledge pertaining to the at least one of the desired attributes;

awarding a contract to a first qualified individual technician based on interest in the particular contractual opportunity and on stored attributes matching a number of attributes submitted by a client, which include a predetermined compensation to be paid by the client to the first qualified individual technician;

receiving a confirmation that the qualified individual technician intends to perform the particular field service for the predetermined compensation at a particular time, a day of week, and a date;

determining electronically that the confirmation from the qualified individual technician is absent a particular number of hours before the service is to be performed and selecting another technician from a preselected backup group of qualified technicians;

communicating electronically to the qualified backup technician and confirming electronically availability of the backup to perform the service;

presenting online to the Tier 5 and Tier 6 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, the recorded accounting information, including the tool shipment and a real time status of past payments to the Tier 5 or Tier 6 entity to date;

presenting online to the Tier 5 and Tier 6 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, scheduled positions, requested job site positions, and available sites section; and

presenting online to the Tier 1 and Tier 2 entities through one of the viewable interfaces, accessed through the program access point based on the hierarchal account levels, a project summary for the job site to view a site status, including Tier 6 backup information, and details on the Tier 6 entity, wherein program instructions associated with the viewable interface can be executed to allow the Tier 1 and Tier 2 entity to perform a method of;

changing a status of a project at the job site;

creating a new job site;

exchanging job site comments between the Tier 1 and Tier 2 entity with the Tier 6 entity; and

searching for Tier 6 field service technicians for a particular job site according to previous contract agreements with the Tier 1 and Tier 2 entity, field service categories, Tier 6 entity tools, and Tier 6 entity certification.

15. The method of claim 14, wherein training is performed by providing one selected from the group including a combined audio and video teaching aid, an audio teaching aid, and a video teaching aid.

16. The method of claim 14, wherein the method includes executing instructions to specify a particular proximity of the technician to an intended field service site and a certification to perform an intended field service.