Information from various sources (e.g., local databases, enterprise host systems, external applications) is pre-fetched and databased for use in programmatic analysis of work items or to aid users in handling of work items.
The pre-fetching of research is controlled through customer configurable parameters associated with each work item.
Users do not need to access specific terminals and log in to retrieve information to aid in the handling of work items.
On-Demand research
Information from various sources (e.g., local databases, enterprise host systems, external applications) can be requested by a user on an as needed basis if the system has not been configured to pre-fetch a piece of research needed for a particular work item.
Users are spared the time required to access specific terminals and log in to retrieve information to aid in the handling of work items.
Task Adaptive Presentation
Information overload and screen clutter is eliminated by the systems ability to only present information which is useful in completing a particular task.
The user interface including research tabs, data elements and screen layout is configurable based on the type of work item presented to the user.
Sub-tasks such as completing work, transferring work and accessing external applications also drive the user interface providing specific menu items, available actions and other capabilities to the user.
Integrated Work Completion Environment
Accessing external applications to complete a work item can be integrated into WCM by the customer.
Data from within WCM is auto-populated as the external application is presented to the user, eliminating the need to re-type the information already resident in WCM (e.g., transaction histories, notes, etc.).
Work-Assist
As configured by the customer's subject matter expert, users are provided with specific information as to the best method of handling the presented work item.
The work assist tab provides configurable information regarding background, key data from the work item and suggested action.
Skills-Based Routing of Work Items
Based on configurable work strategies, work center managers can ensure that the various skill level users and subject matter experts, are automatically assigned to the optimum work item specifically for them or their work group. These assignments can be easily modified when skill sets change, additional training is completed, new services are introduced, etc. assuring the best match of work to user.
Document Rendering
Many work items contain extraneous and potentially confusing information that is not needed to complete a specific task. Raw display of this information is inefficient and potentially frustrating for a user. WCM provides a configurable environment that provides managers and users the facility to; streamline the display eliminating unnecessary information; format the information in a user friendly way; and highlight certain information pertinent to the specific work item.
Work Item Explorer
In a typical environment where there are many work items, many users, and many transactions occurring, maintaining a valid and reliable view of status and operating efficiencies is very difficult. WCM allows a manager to view work item status; time to complete; frequency; completion costs; etc. Using this information a manager can implement changes to processes, training, etc. that will enable the center to concentrate on high value, high return tasks optimizing work center performance.
Off-the-shelf configurable & customizable
Software Product NOT Custom Software
WCM is a software product of which 70% has been leveraged from the core of ServiceSPAN's previously implemented custom solutions. The remaining 30% is comprised of software providing 3rd party configurability and customization capabilities and allowing for implementations by 3rd parties.
Implementation interval is 90-days.
Configurability
AAA - Authentication, Authorization
WCM can be configured to the specific needs of each work center. User access levels, permissions, authorizations to system functions are easily configured without the need to implement programming changes. Provides quick adaptation to a changing environment.
Task-oriented GUI
As new services are introduced, or new processes are implemented, user interfaces can be modified and enhanced to absorb these changes with minimum training and disruption. Users can be an isolated from 3rd party connected applications and integrate information without a need to train on their specific interfaces.
Work Strategies
The method of allocating work items from the work item repository to users is easily modifiable by work center managers as ever dynamic operational parameters change. Different strategies can be developed for various known baseline work center situations, and additional strategies can be simply added when conditions change; e.g. a major environmental event such as a hurricane.
Customizable
WCM can be customized by 3rd parties (including internal IT departments, systems integrators, VAR, etc.).
Business rules
Business rules are abstracted from the core software of WCM allowing internal work center processes to be modified by work center managers or 3rd parties without changes to software code.
Integrated Work Completion Environment
Accessing external applications to complete a work item can be integrated into WCM by the customer.
Data from within WCM is auto-populated as the external application is presented to the user, eliminating the need to re-type the information already resident in WCM (e.g., transaction histories, notes, etc.).
Common working environment
Configurable and Customizable User Interface
User interface can be modified to abstract users from the specific nuances and the intricacies of each service supported within the work center.
Customizable Business rules
Business rules can be created or modified to enable the processes required to manage the new service.
Work Strategies
Work strategies can be defined to automatically allocate work items and optimize available resources to support multiple services and work centers.
Enterprise-wide Extensibility
Provides reuse of processes among work centers.
Provides supreme resource flexibility and utilization.
Unlimited scalability.
Reduces maintenance and support costs
WCM is flexible, configurable and customizable enough to be able to handle many different types of services, geographical configurations, transaction loads, legacy integrations, etc. WCM can therefore provide a standard work center solution across the enterprise regardless of these parameters. One solution from one vendor allows a customer to consolidate disparate maintenance contracts, and support organizations.
