System and method for managing data concerning service dispatches
AssigneeDell Products L.P.
InventorsPamela Borkowski, John Burroughs, Steven Beltz
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Abstract
A system and method is disclosed in which service dispatch data records are generated and sorted for display. Service dispatch records are generated from data in a product database and a service provider database. A dispatch generation tool generates the service dispatches, and a service dispatch management module sorts and displays the service dispatch data records.
Claims20
A method for identifying service sorting data concerning the service dispatches of a service provider, comprising:
- creating a data record for each service dispatch;
- and
- sorting the service dispatch records for display;
- wherein the sorting step assigns a higher display priority to those service dispatch records that include an unacknowledged missed milestone;
- wherein the sorting step assigns the next lowest display priority to those service dispatch records that include only acknowledged missed milestones;
- and
- wherein the sorting step assigns the next lowest display priority to those service dispatch records that do not have a history of acknowledged missed milestones.
A method for generating and sorting service dispatch records in response to a series of service calls, comprising:
- identifying the equipment that is the subject of each service call;
- identifying the level of service associated with each piece of equipment;
- identifying service resources necessary to service each piece of equipment;
- generating a service dispatch that is associated with each service call, wherein each service dispatch is associated with a service dispatch record;
- establishing a set of expected milestones associated with each service dispatch;
- monitoring, with respect to each service dispatch, the completion of the milestones associated with the service dispatch;
- and
- sorting the service dispatch records on the basis of the number of uncompleted milestones.
A system for managing service dispatch records associated with service calls to a service provider, comprising:
- a customer database storing data concerning the service obligation of the service provider for the customer of the products that are the subject of the service calls;
- a service provider database storing data concerning service dispatch resources concerning the customer and product associate with the service call;
- and
- a service dispatch generation module operable to generate a service dispatch record on the basis of the data from the customer database, customer database, and service provider database, wherein a generated service dispatch record includes a set of service milestones to be met as part of the completion of the service dispatch associated with the service call.
Dependencies are inferred from the claim text.