System for work order refinement prior to acceptance and methods thereof

• US 8,538,788 B1
• Filed: 04/02/2008
• Issued: 09/17/2013
• Est. Priority Date: 04/02/2008
• Status: Active Grant

• Current Assignee: ADP, Inc.
• Original Assignee: OnForce, Inc. (Adecco Group AG)
• Inventors: Miano, Gabe, Macleod, Lauren, Nadjarian, Paul, Bernal, Jose, Cheng, Chris, Grinney, Kate, Spiegel, Dana
• Primary Examiner(s): MILEF, ELDA G
• Application Number:
  US12/078,656
• Time in Patent Office: 1,994 Days
• Field of Search: 705/7, 705/8, 705/37, 705/40, 705 711- 742, 705300-301
• US Class Current: 705/7.11
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Abstract

A system and method for managing requests for services, in particular via the use of the Internet, where requests for service may be refined before they are accepted. In response to the receipt of a service request from a service requester, a work order is created and routed to one or more of the service providers for the purpose of having one or more of the selected service providers indicate an acceptance of the work order. This work order can be later refined, for example if changes need to be made, especially in response to queries from the service providers.

Claims

1. A method implemented on a computer the method comprising:

receiving into said computer at least one request for a service from at least one requestor;

creating in said computer at least one work order based at least in part on the at least one request;

routing the at least one work order from said computer to at least one service provider;

facilitating in said computer at least one question related to the at least one work order from said at least one service provider, said at least one question being accepted only if the service provider submitting the question has the power to accept, reject, or make a conditional offer on the at least one work order;

forwarding the at least one question from said computer to the at least one requestor;

receiving in said computer at least one response to the at least one question;

routing the at least one response from said computer to the at least one service provider;

displaying, using the computer, a clarification section in which the at least one question and the at least one response are displayed, said clarification section being visible by providers who have the power to accept, reject, or make a conditional offer on the at least one work order;

monitoring for acceptance of the at least one work order by the at least one service provider, using said computer;

notifying the at least one service provider of any changes to the clarification section that the at least one service provider did not read before accepting the at least one work order, wherein said notifying takes place after the at least one service provider accepted the at least one work order; and

if there are any such changes to the clarification section, accepting into the computer an indication that the at least one service provider has unassigned itself from the at least one work order.

2. The method according to claim 1, wherein the at least one service provider is selected from a plurality of service providers.

3. The method according to claim 1, wherein the routing comprises routing the at least one response to a plurality of service providers.

4. The method according to claim 1, further comprising:

comparing, in said computer, a number of the at least one question to a predetermined maximum number of questions; and

preventing any additional questions when the number is equal to the predetermined maximum number of questions, using said computer.

5. The method according to claim 1, further comprising:

determining, in said computer, a number of characters typed for the at least one question;

comparing, in said computer, the number with a predetermined maximum number of characters; and

preventing entry of additional characters into said computer when the number of characters equals the predetermined maximum number of characters.

6. The method according to claim 1, wherein the routing includes routing the at least one work order to the at least one service provider using at least one of a network connection, a facsimile machine, and a telephone.

7. The method according to claim 1, wherein the at least one service provider is selected based at least in part on at least one capability of the at least one service provider.

8. The method according to claim 1, further comprising:

accepting feedback into said computer from the at least one requestor; and

developing a rating for the at least one service provider based at least in part on the feedback, using said computer.

9. The method according to claim 1, further comprising:

deleting from said computer the at least one question at the request of at least one of the requestor and the service provider;

deleting from said computer the at least one response at the request of at least one of the requestor and the service provider.

10. A system for managing service requests, the system comprising:

a communication component for communicating with at least one requester and at least one service provider; and

a processor, in communication with the communication component, the processor being configured for;

receiving at least one request for a service from said at least one requestor;

creating at least one work order based at least in part on the at least one request;

routing the at least one work order to said at least one service provider;

facilitating at least one question related to the at least one work order from said at least one service provider, said at least one question being accepted only if the service provider submitting the question has the power to accept, reject, or make a conditional offer on the at least one work order;

forwarding the at least one question to the at least one requestor;

receiving at least one response to the at least one question;

routing the at least one response to the at least one service provider;

displaying, using the computer, a clarification section in which the at least one question and the at least one response are displayed, said clarification section being visible by providers who have the power to accept, reject, or make a conditional offer on the at least one work order;

monitoring for acceptance of the at least one work order by the at least one service provider;

notifying the at least one service provider of any changes to the clarification section that the at least one service provider did not read before accepting the at least one work order, wherein said notifying takes place after the at least one service provider accepted the at least one work order; and

if there are any such changes to the clarification section, accepting into the computer an indication that the at least one service provider has unassigned itself from the at least one work order.

11. The system according to claim 10, wherein the at least one service provider is selected from a plurality of service providers.

12. The system according to claim 10, wherein the processor is adapted to route the at least one response to a plurality of service providers.

13. The system according to claim 10, wherein the processor is further configured for:

comparing a number of the at least one question to a predetermined maximum number of questions; and

preventing any additional questions when the number is equal to the predetermined maximum number of questions.

14. The system according to claim 10, wherein the processor is further configured for:

determining a number of characters typed for the at least one question;

comparing the number with a predetermined maximum number of characters; and

preventing entry of additional characters when the number of characters equals the predetermined maximum number of characters.

15. The system according to claim 10, wherein the communication component comprises at least one of a network connection, a facsimile machine, and a telephone.

16. The system according to claim 10, wherein the at least one service provider is selected based at least in part on at least one capability of the at least one service provider.

17. The system according to claim 10, wherein the processor is further configured for:

accepting feedback from the at least one requestor; and

developing a rating for the at least one service provider based at least in part on the feedback.

18. The system according to claim 10, wherein the processor is further configured for:

deleting the at least one question; and

deleting the at least one response.