CPqD Solutions - Workforce Management

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Core Competencies

In any industry with infrastructure to maintain (wire based or wireless communications, cable TV or utilities), technical resources
are scarce and expensive to train. Effective management of a
limited workforce can allow the infrastructure operator to meet
service requirements and control the growth of operating costs.
CPqD Workforce Management was developed to optimize work
force scheduling and task assignment in the service operator
plant. CPqD Workforce Management can provide intelligent
scheduling of skilled resources, enabling an operating company
to meet its repair and maintenance requirements with a
streamlined organization.

With CPqD Workforce Management, the operating company can
maintain a service call-logging environment that supports
interaction with customer service applications and can be
integrated with other help desk functions such as trouble
management. Response to service requirements can be driven
by customer entitlement, with those parameters accessed through the integration with the customer service applications and used to calculate required task completion deadlines. The system then supports monitoring of task progress and can indicate the need for escalation procedures when necessary.

To select the best professional to carry out a required activity, CPqD Workforce Management can assess each technician's skill level and experience with specific systems and equipment. All of an operating company's workforce can be managed from a central database with local scheduling authorized as appropriate. Technicians can be divided into teams based on their complimentary skills, and individuals or teams can be designated as responsible for performing repair and maintenance activities in specific technological and/or geographic areas. Maintenance companies and contractors can also be included in the resource pool with rule-based parameters established to control when those resources are considered for assignment.

When a work order is issued, CPqD Workforce Management automatically chooses the available team or technician most capable to perform the activity. An intelligent scheduling engine sequences task assignments according to task or location criticality, customer priorities or process driven timelines. CPqD Workforce Management can also evaluate each technician's schedule to minimize workload imbalance by avoiding such conditions as unnecessary travel or extended overtime.

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