Scheduling Process
Issue to
The scheduling process of a service company has a monthly basis, accumulating a large number of FTEs (Full-Time Equivalents). This requires automation since the process is highly repetitive in its execution. In essence, order numbers are recorded, assigning dates from Monday to Friday. In some cases, information is accumulated for scheduling. Additionally, errors that arise during scheduling must be omitted from the application. Finally, there is no control over closed cases for each agent.
Solution
To address the problem, an automated solution was developed consisting of the following steps:
- Read the input database containing the time slot and order number to be registered in the Suma application.
- Check if the order is pending and set the scheduling date with its respective time slot.
- Check if the order was scheduled or generated any errors. In case of an error, notify it.
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For closure, assign analysts to each user according to an assignment file.
Check if the inventory of what is closed matches the database of equipment numbers to complete the case.
Results
The results of the automated solution are as follows:
- 216,000 automated interactions.
- Effective scheduling.
- Notification of messages when scheduling cannot be performed.
- Closures with distribution of all equipment in the area.
- Verification of complete equipment when closure is performed.
