Importance

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Abstract

A system and method for tracking and processing Service Orders for a telecommunications company. Workflows are used to model business procedures used for processing Service Orders. Each Workflow comprises a plurality of Workflow steps. Business process models are depicted as Workflow diagrams. The Workflow diagrams are stored in a library in a database. Work plans comprising a plurality of Workflow steps and associated data and are derived from information found in the Workflow diagrams. Upon receipt of a Service Order, an appropriate work plan is selected based on information within the Service Order. Each Workflow step is assigned a resource and is scheduled for completion with a start and a stop date and placed in the in-boxes associated with the selected resource. Users log-on to remote workstations coupled with a company-wide Intranet or the like. From the remote workstations, users from various organizations view their in-boxes and other information about current Service Orders. Such information includes detailed information about the Service Orders including, progress data, current, future and past Workflow step data, responsible groups, computer systems and organizations, whether schedules are maintained, and whether jeopardy points have been missed. If a Service Order is delayed, users can immediately determine information about the delay and take corrective action before it becomes critical. Workflow steps can be transferred and re-assigned using the remote workstations. Detailed statistical information is maintained for audit and reporting purposes. Reports reflecting the effectiveness of workforce management and work administration is obtained.

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First Claim