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Exception
Manager
Exception Manager (EM) interfaces with
provisioning systems to evaluate the exceptions generated
by provisioning systems and increase the ability of the original
service activation request to flow-through by introducing
additional logic. When a network element does not accept a
service activation request from a provisioning system, the
request is said to have been “rejected.”
Typically, provisioning systems log, print, or
queue rejects and other forms of exceptions for manual review.
EM enhances this process by providing an intelligent system
for automated identification and correction of exceptions,
by utilizing its Reject Adjudication software. The Reject
Adjudication software analyzes rejects, and makes the necessary
modifications, enabling the eventual activation of the service.
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| For those
provisioning exceptions, which still cannot flow-through, EM
manages the workflow of tasks required to manually work and
resolve the exception. The workflow management function is enhanced
by EM’s “skills based routing” engine, which
distributes work to users based on their training and abilities.
Through the use of load leveling, the “skills based routing”
engine provides the most expeditious solution for completing
work. The engine performs load leveling by monitoring due dates
and other factors and then matching the workload with available
resources. |
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ServiceSPAN can implement EM as a data center
based solution or a hosted application. Either implementation
provides a comprehensive and powerful solution for improving
service, reducing costs, and increasing quality of subscriber
services on both landline and cellular networks.
| Challenge |
“Modifications, which would allow
our current provisioning system to correct rejected
activation requests are too costly and time consuming
to make. Thus, we tend to add more people to our centers
and do things manually.”
“We have invested too much money in
manual fixes to correct fallout from the provisioning
process. If we could address our problems with a software
solution we would be much better positioned for long
term success.”
“The learning curve for our people
is getting too steep as network elements become more
complex, and the information they report is more sophisticated.
We need a solution that allows us to slowly integrate
new network elements and control the distribution of
work to our people.”
“Often the documents we get, pertaining
to exceptions, contain extraneous information that takes
time to “sift” through and analyze. This extraneous
information is not necessary for resolving the exception
and merely wastes time and lowers productivity.”
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| Solution |
ServiceSPAN’s solutions answer the
challenge by:
- Providing a support system for the operations
centers in your organization that must act on customer
accounts and transactions, flagged for manual assistance
from legacy and client/server systems.
- Electronic tracking and handling of
exceptions from multiple legacy and client/server
systems, providing automatic distribution to users
and ability to measure pending work, cycle times,
and user productivity.
- Automatically distributing work to users
based on the best match of exception, to user's skills,
commitment times, and class of customer.
- Reformatting exception documents to
only display relevant information and combining it
with information from multiple systems, to reduce
complexity of work / reduce training of new users.
- Reducing the cycle time for data input
via point and click features (user can click information
from one system to another).
- Being a teamwork facilitator when exception
requires coordination or decision from multiple work
groups.
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