Method and System for Automated Center Workflow

Abstract

Described herein are systems and methods for automating workflow of assigning jobs and tracking the process. The exemplary method comprises receiving job data for a plurality of jobs, assigning a current job to one of a plurality of users based on a business rule, sending the current job to the one of the users, and receiving further data for the current job. The exemplary system comprises a job tracking tool receiving job data for a plurality of jobs and assigning a current job to one of a plurality of users based on a business rule, a messaging system receiving the current job from the job tracking tool and forwarding the job to the user; and a work order system receiving the job via the messaging system if the user determines that the job data for the job is correct.

1 .- 20 . (canceled) 
     
     
         21 . A tangible computer-readable storage medium including a set of instructions that, when executed by a processor, cause the processor to perform a method comprising:
 assigning a job to a user;   receiving progress data for the job;   marking the job complete when the progress data includes an indication that the job has been successfully completed;   sending the job to a problem resolver when the progress data includes an indication that the job includes a problem;   sending the job to a quality reviewer;   receiving error data from the quality reviewer;   importing step completion data on a work order system;   calculating a quality score for the job based on the step completion data and the error data;   re-sending the job to the user to verify that there are no errors; and   re-sending the job to the quality reviewer.   
     
     
         22 . The tangible computer-readable storage medium of  claim 21 , wherein the job is assigned to the user based on a business rule. 
     
     
         23 . The tangible computer-readable storage medium of  claim 22 , wherein the business rule is based on one of a number of uncompleted jobs currently assigned to the user, a geographical location of the user, a geographical location of the job and a type of the job. 
     
     
         24 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 sending the job to the user.   
     
     
         25 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 receiving job data for a plurality of jobs, wherein the job is a selected one of a plurality of jobs.   
     
     
         26 . The tangible computer-readable storage medium of  claim 25 , wherein the job is selected from the plurality of jobs on a first in, first out basis. 
     
     
         27 . The tangible computer-readable storage medium of  claim 21 , wherein the problem resolver to which the current job is sent is based on a type of problem identified by the progress data. 
     
     
         28 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 verifying, prior to sending the job to the problem resolver, that the problem exists.   
     
     
         29 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 marking the job as a hold when the progress data is the indication that the job includes the problem.   
     
     
         30 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 receiving resolution data from the problem resolver indicating that the problem has been resolved; and   sending the job back to the user including the resolution data.   
     
     
         31 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 assigning, after the step of assigning the job to the user, a further job to a further user; and   sending the further job to the further user.   
     
     
         32 . The tangible computer-readable storage medium of  claim 31 , wherein the further job is assigned to the further user based on a further business rule. 
     
     
         33 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 selecting a subset of jobs; and   forwarding the subset of jobs to the quality reviewer, the subset of jobs including the current job.   
     
     
         34 . The tangible computer-readable storage medium of  claim 21 , wherein the job relates to a work order and the user posts the work order to a work order manager. 
     
     
         35 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 determining an availability of the user based on the user's access to an in-box.   
     
     
         36 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 recording an identity of the user to which the job has been sent; and   recording the user's progress on the job.   
     
     
         37 . The tangible computer-readable storage medium of  claim 21 , wherein the method further comprises:
 recording an identity of the problem resolver to which the job has been sent; and   recording the problem resolver's progress on the problem.   
     
     
         38 . A system, comprising:
 a memory;   a processor;   a job tracking tool assigning a job to a user based on a business rule;   a messaging system sending the job to the user; and   a work order system receiving progress data relating to the job from the user;   wherein the job tracking tool marks the job complete if the progress data includes an indication that the job has been successfully completed,   wherein, if the progress data includes an indication that the job data includes a problem, the job tracking tool verifies that the problem is included in the job data and sends the job to a problem resolver via the messaging system,   wherein the messaging system forwards the current job to a quality reviewer and receives error data from the quality reviewer,   wherein the work order system imports step completion data and calculates a quality score for the job based on the step completion data and the error data,   wherein the messaging system re-sends the job to the user to verify that there are no errors, and   wherein the messaging system re-sends the job to the quality reviewer.   
     
     
         39 . The system of  claim 38 , wherein the business rule is based on one of a number of uncompleted jobs currently assigned to the user, a geographical location of the user, a geographical location of the job and a type of the job. 
     
     
         40 . The system of  claim 38 , wherein the job tracking tool selects the problem resolver based on a further business rule.