Dynamic resource availability process

[0001] This application claims the benefit of U.S. Patent Application serial No. 60/368,630 filed on Mar. 28, 2002.

[0002] This invention relates in general to a method for automating the administration of customer service calls. More particularly, this invention relates to a method for process automation of customer service scheduling based service requirements and known qualified service technician allocation.

[0003] A typical process to obtain product service begins when a customer contacts a manufacturer requesting a service call. The manufacturer obtains pertinent data for the service call requested. The manufacturer assigns the service call request to a qualified technician from their independent server network (i.e., service provider), which consists of a pool of qualified/certified technicians that service products (i.e., goods) for designated areas. The manufacturer contacts the assigned service technician and relays pertinent information regarding the service call. Upon receiving a service call assignment; the technician must contact the customer promptly and schedule an appointment. This disjoint approach does not permit the manufacturer to schedule service calls directly with the customer due to the lack of service provider workload capacity and availability information.

[0004] It is desirable to have the capability of scheduling a service request during initial contact with the customer since a manufacturer's reputation for fast, efficient, quality service can be a deciding factor when purchasing a product such as an appliance. There also exists a need in the art to automate the administration of service calls in order to streamline the process, enhance customer satisfaction, and eradicate technician-scheduling activities. Automation of this process would increase technician productivity yielding a reduction in service costs realized by the manufacturer.

[0005] In view of the foregoing issues, it is desirable to enhance customer satisfaction by automating the administration of service calls. It is further desirable to establish the capability for the manufacturer to schedule a service call request based on known service technician availability during initial contact with the customer. It is also desirable to increase the productivity of service provider by eliminating their task of scheduling a service call with a customer.

[0006] The disclosed invention allows independent service providers to report and update their workload capacity to the manufacturer in an integrated fashion enabling customer service request scheduling automation. Customers and independent service providers remotely communicate with the manufacturer's computerized network to establish access and support for process automation. The service provider inputs their daily workload capacity and schedule information into the system thus informing the manufacturer of their availability to service calls. The customer inputs their service requirements including a preferred appointment time known as a customer service request/demand. The dynamic group availability processor determines the appropriate service provider assignment upon comparing the customer service demand with the availability of service providers. Upon assigning the customer service demand to the appropriate service provider, confirmation is provided to the customer and the assigned service provider is notified of the scheduled appointment. If the customer's initial selection of a desired appointment time cannot be supported due to lack of service provider availability, alternative time periods are provided for the customer to choose from. The service provider associated with the customer chosen time period is assigned the appointment. Upon assigning a service provider an appointment, the workload capacity of the selected service provider is decremented and updates reflected in the on-line database. Cancellation of a service call appointment yields an increment in the affected service provider's availability.

[0007] The features of the invention believed to be novel are specifically set forth in the appended claims. However, the invention itself, both as to its structure and method of operation, may best be understood by referring to the following description and accompanying drawings.

[0008] FIG. 1 is a sample of a resource allocation matrix.

[0009] FIG. 2 is an exemplary system diagram for the disclosed invention.

[0010] FIG. 3 is a typical process flow for the disclosed invention.

[0011] FIG. 4 is a flow diagram depicting the customer appointment cancellation process.

[0012] FIG. 5 is a block diagram of the dynamic group allocation processing system.

[0013] FIG. 6 is the capacity processor functional block diagram.

[0014] FIG. 7 is the demand processor functional block diagram.

[0015] A group of independent service providers is comprised of sub-groups that are part of a manufacturer's independent service network where certification and qualifications of service providers vary. This independent service network is designated to service specified geographical areas for customer service call requests received by a manufacturer. The manufacturer receives service call requests from their customers possessing a guarantee, warranty, or other contract type. These customers are purchasers of products/goods fabricated by the manufacturer. A customer can also be a purchaser of a contractual agreement with the manufacturer to service other products/goods not produced by the manufacturer.

[0016] The invention disclosed allows independent service providers (i.e., service technicians) to report their workload capacity to the manufacturer. Workload capacity is the quantity of service requests a technician is capable of completing within a specific period of time. The independent service provider supplies the manufacturer with their standard schedule capacity. The standard schedule capacity consists of the quantity of service calls the service provider can support. Support is supplied for each day of the week. For example, on Monday a particular independent service provider can support a capacity of ten service calls, on Tuesday the service provider can support the capacity of eight service calls, etc.

[0017] An example of work capacity for a specific day is provided in the resource allocation matrix depicted in FIG. 1 where mm/dd/yy defines the month, day, and year respectively. This matrix segments the workday into predetermined periods, which span hours and/or minutes. Multiple periods can be defined to cover various portions of the day. As depicted in this example, there are three periods the customer can select from as defined in the following:

[0018] Period 1 consists of morning hours spanning from 8 a.m. until noon.

[0019] Period 2 consists of the afternoon hours spanning from 1 p.m. to 5 p.m.

[0020] Period 3 represents the entire workday, which spans from 8 a.m. to 5 p.m.

[0021] Service providers select which periods best fit their businesses and reflect this in their standard schedule capacity of workload. If the independent service provider has exceptions to their standard schedule capacity of workload, they reflect these exceptions by modifying their capacity for the effected period(s) of time. The exception capacity overrides their standard schedule capacity.

[0022] In the example of FIG. 1, three technicians have a workload capacity of eight service requests per day. Each normally supports three morning, three afternoon, and two all day customer service requests. Qualifications of the three technicians vary. Tech 1 and Tech 2 service all product types supported by the manufacturer. Tech 3 is certified to service GE products. The manufacturer designates a customer service request to an independent service provider resulting in an assignment for the selected technician. The quantity of service requests assigned to a technician for a specific date and period is the load. Each assigned service request is one load unit regardless of its being completed or pending completion status. The service provider's load is affected by cancellation or reassignment of service requests.

[0023] Availability is the difference between an independent service provider's capacity and load. Availability varies as a technician's load changes. Changes are reflected dynamically in the resource allocation matrix as updates are received. This example indicates the following workload allocation for three service providers (i.e., Tech) on the particular day defined in this example:

[0024] Tech 1 has seven assignments and is available for an All Day Assignment,

[0025] Tech 2 has four assignments and is available for Afternoon or All Day Assignments, and

[0026] Tech 3 has six assignments and is available for Afternoon assignments.

[0027] The system architecture of an exemplary embodiment for the disclosed invention is provided in FIG. 2. This architecture supports remote independent server provider access 200 to the manufacturer's network 203 via commercially available communications links 210. Commercially available links include but need not limited to the Internet and telephony communication links. Independent server providers can establish remote access to the manufacturer's network 203 via an Internet connection using a computer system 201. Independent service providers can also establish remote access to the manufacturer's network 203 via a telephony device 202, which interfaces with the manufacturer's Private Branch Exchange (PBX) 206 System. Independent server providers utilize these communications to report and maintain their workload capacity. The manufacturer's network 203 consists of a server 205, multiple computer systems 204, and the manufacturer's PBX system 206. The PBX system 206 is integrated into the manufacturer's server 205 in order to share and update data accordingly. In this exemplary embodiment, the manufacturer's server 205 supports the dynamic group availability processing and data storage requirements (i.e., the on-line database). Remote customer access 207 is also established via a computer system 208 or a telephony solution 209. Other examples of communications means that could be utilized to support remote communications with the manufacturer's network could include but are not limited to devices such as a wireless personal digital assistant (PDA), an Internet Appliance, or devices that utilize Short Message Services (SMS).

[0028] Typical processing for the disclosed invention depicted in FIG. 3 begins with independent service providers accessing the manufacturer's network 203. Upon access, they provide inputs of their workload capacity 300 into the dynamic group availability processing system. Upon receiving independent service provider inputs (e.g., updates of periodic progress, standard schedule capacity, and/or exceptions to workload capacity), the dynamic group availability processor updates its on-line database 301. This establishes the capability of the manufacturer to readily schedule customer service requests with a qualified, available independent service provider. Now, the process becomes event-driven. Upon a customer contacting the manufacturer to request service for a specified period 302, the dynamic group availability processor accesses the resource allocation matrix (i.e., the on-line database) to determine if a qualified service provider is available for the specified time 303. If a qualified service provider is available, the customer service request is assigned to this resource and a confirmation of the service request appointment is provided to the customer 304. The selected service provider's availability is decremented, load is incremented for the appropriate unit(s), and the resource allocation matrix is dynamically updated 305 to reflect these changes. The dynamic group allocation processing then notifies the service provider of their new assignment 306 providing pertinent information to fulfill the service call. If however, the dynamic group availability processor accesses the resource allocation matrix (i.e., online database) and determines that a qualified service provider is not available for the specified period indicated by the customer 303, then another time period must be selected. Therefore, the dynamic group availability processor accesses the resource allocation matrix data and determines the availability options 307 of qualified service providers. These options are presented to the customer 308. The customer selects a desired time period preference from the options presented 309. Then, the customer service request is assigned to the qualified service provider associated with the time period availability selected and the service request appointment is confirmed 304. The selected service provider's availability is decremented, load is incremented for the appropriate unit(s), and the resource allocation matrix is dynamically updated 305 to reflect these changes. The dynamic group allocation processing then notifies the service provider of their new assignment 306 providing pertinent information needed to fulfill the service call.

[0029] The process flow of FIG. 4 supports the event of a manufacturer receiving notification from a customer who desires to cancel a scheduled service call 400. The service request assignment record is located in the on-line database 401 and a cancellation confirmation is presented to the customer 402. The assigned service provider's availability is incremented and their load decreased by the appropriate unit(s), which is reflected in updates to the resource allocation matrix 403. The assigned service provider is notified of the assignment cancellation 404.

[0030] In this exemplary embodiment, the manufacturer's server 205 supports the primary dynamic group availability processing 500 functions portrayed in FIG. 5. The dynamic group availability processor 503 schedules a service provider based on capacity processor 501 and demand processor 502 inputs. Capacity processor 501 inputs are achieved in the on-line database 504. The on-line database retains capacity data utilized to schedule customer service appointments. Data stored in the on-line database 504 in this exemplary embodiment includes the following:

[0031] Pertinent customer demand information necessary for the service provider to fulfill the assignment such as defined below:

[0032] Date

[0033] Customer name

[0034] Customer address and zip code

[0035] Customer phone number

[0036] Brand of product to service

[0037] Product line

[0038] Model number

[0039] Problem report

[0040] New or iterative problem

[0041] Service contract information

[0042] The resource allocation data for area(s) of coverage as represented in FIG. 1. Appointment status data (e.g., pending, completed, cancelled).

[0043] Tracking numbers (e.g., record locator number, confirmation numbers) Technician selection information (e.g., quality of service data, certifications, qualifications). The service provider processor 505 supplies this data.

[0044] The service provider processor 505 is an off-line process the manufacturer utilizes to incorporate and maintain independent service provider selection criteria such as relative quality of service scoring, performance history, and certification data. For example, Consumer A prefers a service appointment for a Whirlpool washer on Monday afternoon. In reference to the resource allocation matrix shown in FIG. 1, Tech 1 is not available. Tech 2 and Tech 3 are available but Tech 3 is only certified to service GE products. Therefore, the service request gets assigned to Tech 2 for an afternoon appointment.

[0045] Another example of independent service provider selection with reference to FIG. 1 examines the case where Consumer B prefers a service appointment for a GE washer on Monday morning. No service providers are available during this period of time. Tech 2 and Tech 3 are available in the afternoon. All service providers are available for all day. Therefore, the consumer is offered the following choices to schedule a service request appointment:

[0046] Monday afternoon

[0047] All day Monday

[0048] Tuesday morning

[0049] Wednesday morning

[0050] All day Wednesday

[0051] Consumer B chooses an afternoon appointment for Monday. Tech 1 is not available. Tech 2 and Tech 3 are both available. Tech 3 specializes in GE products. Hence, Tech 3 is assigned the customer service call.

[0052] FIG. 6 further details the capacity processor 601, which is the interface utility that supports service provider requirements. This exemplary embodiment consists of the service provider interface being implemented as a client web page that is remotely accessed via an Internet connection over commercially available communication links 210. An alternative implementation could be a menu-driven user interface accessed via telephony communications leveraging the manufacturer's PBX system 206. The interface supplied by the capacity processor accommodates the service provider capacity reporting 600 inputs, periodic progress 601 inputs, and notification from the manufacturer to the service provider of new assignments 602. Capacity reporting 600 provides the functionality for the service provider to input their standard schedule capacity and any exceptions. These inputs are sent as capacity updates 603 to the resource allocation & scheduler 503 to be reflected in the resource allocation matrix data stored in the on-line database 504. As assignments are designated for a particular service provider by the resource allocation and scheduler processor 503, assignment updates are sent to the capacity processor 604 to notify the service provider of their assignment 602. Upon assignment allocation to the service provider, the particular service provider's capacity is decremented. This decrement is reflected in an update of the resource allocation matrix. Assignment notification 604 includes pertinent information necessary for the service provider to fulfill the assignment. Implementation of the assignment notification 602 could support an alarm to alert a service provider of reception of a new assignment

[0053] The demand processor depicted in FIG. 7 supports the customer interface functions. This exemplary embodiment consists of the customer interface being implemented as a client web page that is remotely accessed via an Internet connection over commercially available communication links 210. An alternative implementation could be a menu-driven user interface accessed via telephony communications leveraging the manufacturer's PBX system 206. Upon a customer accessing the manufacturer network 203, they can place a service request known as the demand reporting 700. Demand reporting 700 supplies pertinent information necessary for the manufacturer to determine contractual requirements, schedule the service request, and fulfill the service call. Upon a customer successfully indicating a request for service 700 by providing pertinent data, demand updates 702 are sent to the resource allocation and scheduler 503. This data includes a customer specified service time period. The resource allocation and scheduler determines if the customer's desired appointment time can be fulfilled (i.e., if a qualified service provider is available to service the customer request at the specified time period). If the desired appointment time can be fulfilled, the available technician is assigned the service call and confirmation notification 701 is readily provided to the consumer. If no service technicians are available for the specified time period, the resource allocation and scheduler 503 will determine other time period options that are available and present those to the customer for selection 701. The customer will select the desired time period availability option via the demand reporting process 700 and demand updates 702 will be sent to the resource allocation and scheduler 503 where the selected option will be assigned to the associated service provider. A confirmation 703 of the assigned request will be provided to the customer.

[0054] While only certain preferred features of the invention have been shown by way of illustration, many modifications and changes will occur to those skilled in the art. It is, therefore, to be understood that the present claims are intended to cover all such modifications and changes, which fall within the true spirit of the invention.