OPTIMIZED SERVICE REQUESTS FLOW IN A GLOBAL SERVICE ORGANIZATION

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OPTIMIZED SERVICE REQUEST

FLOW IN A GLOBAL

SERVICE ORGANIZATION

AJMAL BEG



The concepts described in this publication are based on withdrawn European Patent Application

EP1580944

Author and/or publisher shall not be liable for any kind of direct and/or indirect loss as a result of usin

infor!ation in this publication"

#$%&' 9(8)0)9805*10)+)*

,



-edicated to !y fa!ily

+



4



Introduction

.o!!ercial oraniations are reuired to proide serices for products sold in forein countries"

.o!!ercial oraniations hae to set up lobally distributed serice oraniation to sere the

custo!ers based on different business needs" Portal acts like a !ediu! for knowlede e2chane and for

reuestin serices between co!!ercial oraniation and the custo!ers" Area of serice is added to

the serice reuest and is used to route the serice reuest to serice staff" #n case of a serice related to

a co!ple2 product3 the area of serices !ay e2pand in hundreds of types" #ne2perienced serice

reuestors !ay send serice reuests by assinin the! incorrect area of serice" This can lead to e2tra

financial cost for both the custo!er and co!!ercial oraniation sellin the product" This publication

describes an approach which uses the past history of the actiities of the serice reuester for

deter!inin the appropriate area of serice" The serice reuest is routed to the serice staff that is

capable of handlin the serice reuest"

5



Chapter 1

Need for global service organization

#n the era of lobaliation3 co!!ercial oraniations sell products to international custo!ers in

different countries E.-3 19996 $carlett 7 oslow3 1999" .o!!ercial oraniations are enerally

reuired to proide !aintenance serices to the custo!er base durin the lifecycle of sold product

.ohen 7 :han3 199(6 u!ar 7 u!ar3 ,0046 ;arkeset 7 u!ar3 ,00+6 Tsan 7 <ardine3 1999"

.o!!ercial oraniations setup serice oraniation with or without collaboration of e2ternal parties

=erskett 7 $asser3 199(6 Poisant3 ,001" A serice oraniation !ay consist of a sinle centralied

serice oraniation or it !ay be a collection of !ultiple serice oraniations spread throuhout

different reions while actin like a irtual oraniation -ossani 7 enney3 ,0046 &achu! 7

Aharoni3 ,0006 ;c>auhlin 7 ?itsi!!ons3 199*6 Tidsskrift ,004" A co!!ercial oraniation

decision to setup !ultiple oraniations spread throuhout different reions depends on the lobal

business needs" The business needs which reuire settin up of !ultiple serice oraniations can be

ery dierse and !ay deal with different aspects such as'

Linguistic requirements of consumer market:

.onsu!er behaior is affected by linuistic aspects @han 7 $ch!itt3 ,00+" A central serice

oraniation serin custo!ers throuhout the world !ay not hae serice staff which can

co!!unicate effectiely with custo!ers which are based in forein countries and speak local

lanuaes" =irin local serice staff with !ultiple lanuae capability !ay not be a cost effectie

*



option" #n this case3 settin up serice oraniation in the reions where local serice staff can be hired

at a reasonable cost is a ood option"

Cultural diversity of the consumer market:

-ifferent reions hae their own culture of doin business dealins o!e);eBia 7 Palich3

199(" .usto!ers based in so!e reions are !ore co!fortable in dealin with serice staff which

understand and practice their way of doin business ery well"

Service delivery requires frequent onsite visits:

#t is not always possible to sere the products re!otely dependin on the nature of product" #n !any

occasions3 proidin serice reuires the isit by a serice staff to the location where the sold product

e2ists" #n case of adoptin a sinle lobal serice oraniation3 the cost of dispatchin serice staff to

the location of the product !ay be too costly for both custo!er and the co!!ercial oraniation"

Crent isits !ay inole international trael arrane!ents which !ay !ake it i!possible to !eet the

deadline for co!pletin the serice as described in the serice leel aree!ents between the custo!er

and the co!!ercial oraniations" #n such scenario3 it is co!!on to hae distributed serice

oraniations in different reions which acts like a sinle irtual oraniation"

Customers are ased in different time !ones:

A sinle centralied serice oraniation !ay not be able to sere custo!ers based in different ti!e

ones due to the hih cost of settin up ,4 hours serice oraniation usin !ultiple shifts by the

e!ployees" #t is so!eti!es !ore cost effectie to setup a serice oraniation which operates in the

local ti!e one !akin it cheaper and easy to use the local resources"

(



"equirement of etter visiility in the local market:

$ettin up local serice oraniation which e!ploys local staff ies a better isibility to a co!!ercial

oraniation in the local !arkets3 so!eti!es co!pensatin the hih cost of hirin local staff" $uch

local isibility also increases the chances of rowin with the local !arket" >ocal isibility also helps

increase the business transactions olu!e with the public sector" >ocal isibility is one of the !ain

driers for settin up local serice oraniations"

Skill requirements:

$o!eti!es3 serice deliery inoles lare set of technical and business skills" #t !ay be difficult to

acuire serice staff with dierse set of skills in desired olu!e fro! a sinle reion to be able to setup

a sinle centralied serice oraniation" #n this case3 the serice oraniations are set up in the

locations where the skill is aailable at a reasonable cost"

All aboe different types of business needs !ay reuire a ery co!ple2 lobal serice oraniation

consistin of !ultiple units that'

• E2ists in different ti!e ones

• $pread in different eoraphical locations

• =ae serice staff with specific lanuae skills spread in different physical units

• =ae staff with specific skills concentrated in specific serice units"

=oweer3 any lobal oraniation hain !ultiple serice units spread throuhout the lobe3 enerally

needs to !ake inisible the internal oraniational co!ple2ity of the serice oraniation to the

e2ternal custo!ers to !ake the custo!er feel easy about dealin with lobal oraniation" Efforts to

!ake inisible the internal co!ple2ity of the serice oraniation are enerally tareted at different

aspects of serice deliery such as'

8



.hapter ,

Issues with techn!"# su$$%tin"

$e%&tins ' "!(&! se%)ice %"&ni*&tin

.o!puter syste!s play a central role in si!plifyin the interface between the serice reuestor and the

serice deliery oraniation Anihothri 7 $iasubra!ania!3 ,00,6 %lu!ber3 19996 Dust 7 annan3

,00+6 Duyter 7 :etels3 ,001" .o!puter applications are used at different staes of serice deliery

for different purposes such as6

• Applications are used for co!!unications between the serice reuestor and the serice staff"

• ?or a serice deliery3 which reuires the transfer of knowlede or infor!ation between the serice

reuestor and the serice staff3 applications are used which allows access to both parties for

knowlede and infor!ation e2chane"

• Applications are used for billin and inoicin for the deliered serice"

• Applications are used for post processin of the serice deliery such as collectin the feedback or

co!plaint processin such as reuests to redo the serice deliery"

Portal is one of the !odern co!puter applications3 which can be used for all the aboe purposes ant

7 ant3 ,00,6 =ara3 ,00,6 Dahaan3 ,00,6 Daol 7 oon3 ,00+6 :i!!er3 ,00,"

• Portal can be used as a co!!unication !eans between the serice reuestors and the serice staff"

• Portal can be used as an effectie !ean for dispensin knowlede a!on different parties

?irestone3 ,00,6 $taab 7 ;aedche3 ,0016 Tatnall3 ,004"

• Portal can be used to e2chane financial docu!ents and checkin the status of the financial deal"

10



• Portal can be used to purposes such as collection of the feedback fro! the custo!ers"

-ifferent portal products are aailable in !arket such as Enterprise Portal fro! $AP A which can be

used for all of the aboe purposes"

The first step of interaction between a serice reuestor and a serice staff throuh a portal starts with a

creation of a serice reuest" The initial serice reuest created by the serice reuestor contains

infor!ation such as'

• .ontact details of the serice reuestor

• raniational details of the serice reuestor

• -escription of serice reuest

• Area of serice reuest

• #!portance of the serice reuest for the serice reuestor

• #nfor!ation about ti!e period durin which the serice reuest needs to be co!pleted

>ets assu!e the business scenario3 in which the serice reuestor is reuestin a serice reardin a

proble! in the core corporate syste! such as an EDP" :hile creatin the serice reuest3 the serice

reuestor needs to decide a serice area fro! a lare nu!ber of already defined serice areas" There

!ay be ery lare nu!ber of serice areas aailable for selection in the portal which is used for

sub!ittin the serice reuest" #n case of $AP EDP products3 there are hundreds of areas of serices

fro! which user can select releant serice area" $erice reuestor selects an area of serice reuest

fro! the aailable collection of serice reuests and sub!its the serice reuest" After sub!ission3 the

serice reuests are processed in the way below'

• Each serice area is assined to a serice reuest ueue" $ub!itted serice reuest are distributed to

different ueues accordin to the serice area of the serice reuest"

• enerally3 serice reuests are processed based on the order of arrial" =oweer3 dependin on the

11



criticality of the issue3 a serice reuest reuirin urent action !ay be placed at the front of the

ueue"

• $erice staffs are assined to process serice reuest in different serice areas" =ere the ter!3

serice staff refers to a person who is e!ployed by a lobal oraniation to perfor! serice

deliery based on the serice reuests" Each serice staff is assined a user profile" As soon as the

serice staff lo on3 the serice reuests in the assined area of serice are assined to the serice

staff for delierin the serice"

The serice reuestor can assin his serice reuest to a wron area of serice due to seeral reasons"

The !ain reasons can be'

• $erice reuestor is unable to deter!ine the accurate cause of the proble!" ?or e2a!ple3 a user

e2periencin proble!s with syste! perfor!ance !ay not be able to deter!ine the real cause" The

real cause of the bad perfor!ance !ay be due to hardware bottleneck3 operatin syste! proble!3

so!e slow storae disks3 proble! with the database or conestion in the network" The serice

reuestor !ay send his reuest to the database area while the network has not enouh bandwidth to

handle the network traffic"

• $erice reuestor does not hae enouh knowlede of the area for which he is creatin the serice

reuest and thus is unable to assin correct area of serice to the serice reuest"

• There has been a chaned in the hierarchal structure of serice areas where old serice areas hae

been !ered into new serice areas or so!e of the serice areas hae been re!oed" The serice

reuest creator !ay not be aware of the chane in the hierarchical structure"

• ?indin an appropriate serice area !atchin the serice reuest fro! hierarchical structure of

serices areas containin hundreds of entries can be difficult"

• The e2planation proided with the serice area hierarchical structure is difficult to co!prehend or

does not hae sufficient details which an ordinary person could co!prehend while selectin as an

1,



appropriate area of serice"

• &ew serice areas hae been added3 about which the serice reuester is not aware and has sent

serice reuest with an old serice area na!e"

Assinin an incorrect serice area !anually leads to different proble!s for the serice reuestors"

• A serice reuest !ay stay in a serice area ueue where there is a lon ueue with lon processin

ti!e or oes to a ueue with a nu!ber of critical reuests utiliin !ost of the aailable resources"

The serice reuest is assined !anually to the correct area only when the serice staff processin

the ueue oes throuh the contents of the serice reuest and finds out that the wron serice area

has been assined" This situation !ay lead to delay in the processin of the serice reuest"

• A serice reuest !ay be sent to a ueue which is not handled ,4 hours but is processed only

durin a li!ited ti!e of a day" The serice reuester !ay feel frustrated findin ones serice

reuest not bein processed =ouston 7 %ettencourt3 1999"

• A serice reuest !ay be dispatched to a ueue which is not directly related to the serice area of

the serice reuest" ?or e2a!ple for an oracle database tunin reuest3 the serice reuest !ay be

sent to parent serice area of database" The serice reuest will be dierted only to the riht sub

serice area when it reaches at the top of the serice reuest ueue and the serice staff reassins it

to the riht serice area ueue"

Assin!ent of the serice reuest to the incorrect serice area has !any side affects'

• #t !iht create delays in the serice deliery for critical serice reuests3 thus i!pactin neatiely

the business of the serice reuester"

• $erice reuester !ay feel unhappy seein his serice reuest bein left in the serice area ueue

without bein processed"

• #t !ay !ake difficult for the serice reuester to !eet the reuire!ents of the serice leel

aree!ent between the serice reuesters co!pany and the lobal oraniation proidin serices"

1+



Chapter 3

Portal architecture

?iure 1 show the architecture of the portal syste! which can be used for auto!atic routin of

the serice reuests to the serice in case of a lobally distributed serice oraniation" $erice

Area -eter!iner decides which area of serice to assin to the serice reuest based on the

history of the serice reuests fro! the user in past" $erice Area -eter!iner !ay add calculated

Area of $erice in addition to the serice area !anually assined by the serice reuester" The

syste! !ay use rules to deter!ine which area of serice to use in routin the serice reuest

when both types of areas of serice are aailable" ?orwarder and locator first forward the serice

reuest to an appropriate ueue" Then it locates the serice staff that can delier the serice as

reuested considerin the ti!e one3 distance3 cultural and linuistic reuire!ents of the serice

creator" The serice staff is selected usin the shift schedules of each serice unit"

?iure , illustrates different types of infor!ation which can be used to i!ple!ent the architecture

described in ?iure 1"

15



Fi"u%e +, A%chitectu%e ' $%t&! s#ste-

1*



Fi"u%e ., In'%-&tin -/&! ' P%t&!0s /&t&(&se

1(



>etFs describes in details of the infor!ation !odal illustrated in ?iure ,"

#ser Authentication and assigned roles

This software co!ponent stores the infor!ation about the users which are allowed to use the portal" #t

contains user ids and passwords for all the serice reuester and the serice staffs" All the users are

assined user profiles which describe what functionality each user can use in the portal" ?or e2a!ple3

the serice reuesters are allowed to create a serice reuest3 see the status of their serice reuest and

see the contents of the deliered serice" The serice staff is allowed to respond to serice reuests in

their assined serice areas"

%elow are the !ain sets of infor!ation used by the user authentication co!ponent"

Use% I/enti'ic&tin In'%-&tin, This infor!ation !ay include basic user identification details such

as his full na!e3 user id3 user password and the authentication certificates"

R!es De'initins, This infor!ation !ay include the different types of roles and which functions they

are allowed to use in the portal" ?or e2a!ple3 the portal !ay hae two types of roles' one role definin

the functionalities that a serice reuest creator can use and the other role which defines what

functions in the portal the serice staff can use"

Assi"ne/ R!es, This infor!ation !ay describe which user is assined to which user role" Cser #ds

belonin to the serice reuesters are assined the role of the serice reuest creator and the user ids

belonin to serice staff are assined to the role of the serice staff"

L&n"u&"es s$1en, This infor!ation describes the lanuae capability of the users and can be used

for !atchin the serice reuester and the serice staff which speaks the sa!e lanuae in case the

serice reuestors wants serice deliery in the sa!e lanuae as hi!/her"

Ge"%&$hic&! Lc&tin, This infor!ation decides which user is based to which eoraphical

locations" The infor!ation is useful for findin a serice staff accordin to the ti!e one of the serice

18



reuestor"

#ser organi!ational assignment

This software !odule creates the hierarchical oraniational structures3 within the co!!ercial

oraniation which hae !ultiple serice units spread in different ti!e one and reion" -ifferent

!ultiple serice units and the serice staff that belons to the! are defined usin this infor!ation"

The serice units and their hierarchy are defined usin the followin type of infor!ation"

O%"&ni*&tin I/enti'ic&tin &n/ hie%&%ch#, This infor!ation describes the identification of the

serice units and !ay include infor!ation such as the na!e of the serice unit and a uniue id" #t also

contains infor!ation about the period the serice unit is actie usin infor!ation such as oraniation

start and oraniation end date" The alidity date allows plannin future serice units or keepin record

of units that were actie in past" #t !ay also contain infor!ation about the hierarch structure a!on the

serice oraniation" $uch as which serice unit is reportin to which other serice unit" #t also

contains infor!ation about the eoraphical locations of the serice units and the ti!e ones in which

they operate"

Use% &ssi"n-ents t the %"&ni*&tin units, This infor!ation contains infor!ation how staff are

assined to the different serice units" #t !aps the serice staff to the specific serice unit and the

workin hour in which nor!ally each serice staff works"

$ierarchical structure of the service areas

This infor!ation contains identification and description of each serice area and the hierarchical

relationship each serice area has in relation to other serice areas" A parent serice area !ay contain

!any child serice areas" $uch as a serice area -atabase !ay contain sub serices area each resered

19



for different database endor such as racle3 $G> $erer3 #nfor!i2 and C-%" #t !ay also contain

infor!ation about how to acuire the detailed infor!ation about what the proble!s coered by this

serice area" The infor!ation is freuently chaned due to the addition3 deletion and update of the

serice areas"

$istorical data aout the service requests from s%ecific service requester

This area includes the history of serice areas for actiities of each serice reuester in past" This

infor!ation is used to assin auto!atically the serice reuest to an appropriate serice area" =ere3 this

work describes the !ini!u! infor!ation that !ay be reuired to be able to auto!atically assin

serice area to the serice reuest and then routin it to the appropriate serice staff'

Use% I/, The identification of the user who initiated the serice reuest in past"

Se%)ice Re2uest I/, This uniue id identifies the serice reuest created by the user"

Se%)ice Re2uest St&%t D&te &n/ Ti-e, The data and the ti!e at which the serice

deliery was started"

Se%)ice Re2uest Finish D&te, The data and the ti!e at which the serice deliery co!pleted which

started at the $erice Deuest $tart -ate and Ti!e"

Assi"ne/ se%)ice &%e&s &n/ thei% $e%cent&"e, This infor!ation describes in which area the serice

reuest had been assined and for how lon it had been assined to each serice area" This infor!ation

is useful when the serice reuest reuired skills fro! different serice areas"

$erice reuest creation pattern !ay be e2tracted usin the past history of the actiities of the user"

$erice reuest creation pattern !ay be !aintained in a database to aoid the need to calculate the

creation pattern eery ti!e a serice reuest is created" The e2a!ple shows the sa!ple of the

infor!ation that can be retained in a database for easy retrieal"

,0



Use% I/, The user id and other identification infor!ation such as full na!e"

Se%)ice Re2uest C%e&tin P&tte%n I/, The identification id of the serice reuest creation pattern"

This infor!ation is used to retriee the full details of the serice reuest creation"

Cu%%ent!# E''ecti)e, This infor!ation describes whether the serice reuest creation pattern is

currently alid or not"

P&tte%n V&!i/it# St&%t3Finish D&te &n/ Ti-e, This infor!ation describes the life cycle of the serice

reuest creation pattern"

The infor!ation that is used to define a pattern of serice reuest creation is described below"

Mess&"e C%e&tin P&tte%n I/, This infor!ation uniuely identifies the serice reuest

creation pattern"

St&%t D&te, This is the start date at which this !essae creation pattern beca!e eident"

Finish D&te, This is the ti!e at which this !essae creation pattern disappeared"

Mst!# use/ se%)ice/ &%e&, -urin the period defined by aboe $tart and ?inish -ata3 the serice

reuests hae been assined to this serice area !ost of ti!e"

A)e%&"e c%itic&!it# ' the se%)ice %e2uest, The aerae criticality of serice reuests sub!itted

durin period defined by starts and finish date"

Service "equests Storage Area

This area contains !ultiple ueues for the serice reuests fro! the serice reuests" There is one to

one relationship between the ueue and serice area" $erice reuests with assined serice area with

the! are dispatched to the correspondin releant ueue"

Eery ueue is identified a uniue id and is assined a serice area" The serice reuests assined to

,1



the serice reuest area are stored in the database"

,,



Chapter 4

Optimized flow of the service requests

?iure + describes the opti!ied flow of the serice reuest processin based on the architecture

proposed by this publication"

$tep 1' $erice reuestor los into the portal usin his authentications

$tep ,' $erice reuestor creates a serice reuest with or without proidin the area of serice

$tep +' Area -eter!iner looks at the history of actiities in past for the user" Area deter!iner

!ay use the raw history data or the raw history data which is already co!piled in a useful

for!"

$tep 4' The serice reuest is assined a serice area by Area -eter!iner" #n case3 the serice reuester

has also added area of serice3 the portal !ay use rules to deter!ine which area of serice to use in

!essae routin" The rules !ay use infor!ation fro! past such as how freuent the serice reuester

has been assinin incorrect serice area to the serice reuest"

$tep 5' The serice reuest is placed in the ueue serin the area of serice by >ocator and

?orwarder"

$tep *' >ocator and ?orwarder finds the serice staff and the serice unit for delierin the serice

$tep (' :hen serice staff los on into the portal3 he/she finds the serice reuest assined to

hi!/her"

,+



Fi"u%e 4, F!w ' se%)ice %e2uest $%cessin"

,4



Chapter

!ummar"

.o!!ercial oraniations setup distributed serice oraniations to sere custo!ers in different

countries" Portal is used as a unified !ean of co!!unications between the custo!ers and the serice

staff" -ue to different reasons the serice reuests created in the portal !ay be routed to wron ueues

thus delayin the processin of the serice reuests" This publication describes an approach which uses

the history of the actiities of the serice reuest creator to auto!atically deter!ine the riht serice

ueue and the riht serice staff with the appropriate skills3 thus reducin the financial cost of

processin serice reuests in the lobally distributed serice oraniations"

,5



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,*



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OPTIMIZED SERVICE REQUESTS FLOW IN A GLOBAL SERVICE ORGANIZATION

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