2HCL CONFIDENTIAL
Application
Smart engineer
Smart engineer is an online application for monitoring the day to day work of engineers, and to evaluate their efficiency & productivity. Through this application they can claim their conveyance based on their call resolution detailing which also helps the manager to evaluate the performance of his team member. Smart engineer application is a smart way to provide an effective solution to track daily activities of its smart engineers.
Access to Smart Engineer
Engineers, ACSM, RCSM, HO & other users approved by manager. All users are provided with user ID & password.
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Components of Smart Engineer
Structure of Smart Engineer Smart Engineer is managing following reports like
Call management
Expense/Reimbursement
Master Database Updation
Reports
CSO Review Graphs
NSIG/ E Secure
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Call Management
New Call
Pending Call
Closed Call
Site History
Pending Manager Approval
Calls View
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New Call
New Call \ Conveyance
Customer
Consignee
Asset
Sub assets
Business Line ---Choose---
Call Status --Choose--
Call I nitiation Date/ Time
Call Resolution Date/ Time
Regions --All--
Area Offices --All--
Engineers --Choose--
Activity Type
Remarks
Mode
Solve Mode Phone Visit Email
Customer Status
Problem Description
Action Taken
User Meeting Details
User Meeting Date
Selected Contact
Name
Designation
Contact No.
Reason for customer not being happy
--Choose--
Phone Details
Start Date/ Time
End Date/ Time
CCR Details
CCR Number
Visit Type I n-Station Out-Station
Attend Date/ Time
Arrival Date/ Time
Departure Date/ Time
Return date/ Time
Travel Time (Days) Auto Calculated
Customer Status needs to be clubbed with reason for customer not being happy
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How to work in New Call
For entering a new call The customer, consignee & asset details need to be selected from the central
database. Distribution on User Types
HO – can select all customers & consignees
RCSM – can select customer, consignee for all his area offices in his region
ACSM, Engineer & Helpdesk – can select the customer, consignee for his particular area office.
The activity type, problem description, action taken & business line need to be
selected.
Then depending on the call is visit / phone / email, the date / time details have to e entered accordingly.
Once the call is saved the conveyance & expense details are to be entered
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Flaws & Redefining
Flaws of New Call Need to do some refining which is important from the perspective of simple &
user friendly application…we don’t want the user to devote to much time on this application which is a general complaint of the user as they need to go through many tunnels so they are under huge pressure to find time to fill these details. we need to also look into the speedy & easy working of our user for that we have to do some basic fine tuning & also reexamine whether we need some fields which are not much of use or which doesn’t do much of value addition to our scope of work.
Amendments required Need to make certain fields mandatory
Practically customer status provided by engineer doesn’t make any sense therefore we need to club it with Reason for customer not being happy as the moment user select the feedback from the reason combo box it will automatically shows the customer expression.
Asset & Sub Asset needs to be refined as we don’t require the sub asset details here we should rather concentrate on Assets only
Remarks should come in MODE section also it should be made mandatory then only it makes sense when one relates it with reason for customer…
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Pending Calls
Structure of Pending Calls All the calls whose call status is pending, Pending is the default call status. Origin of calls in pending view would be one from the following
1. SE calls – the engineer opens the new call & updates the status as pending2. NC calls – the calls were triggered from Net console & the calls were assigned by the
helpdesk, manager to the particular engineer. NC calls are originating from Net console. There are 4 types of calls: 3 from NC- Projects (Site Survey, Installation &
Activation) & 1 from NC Maintenance SE calls are the calls are to be entered from the SE application.
Amendments required Along with Page Number Filter(< Prev & Next>) should be there in order to make
it more user friendly In Main Screen need to accommodate as many records as possible, so that
dependency on the page filter will be less. Needs to Map the Contact details with Customer Name & Consignee Details.
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Call history & Closed calls
Call history Maintaining history of calls, to identify the number of visits / phone calls/ emails
taken for a particular call number. The details need to be entered for a fresh instance (attempt made) of visit /
emails / phone call. Each instance of the call will be considered as a separate call, the conveyance &
expense details need to be entered for all of them.Link not working
Closed Calls The calls that are updated as closed & resolved or closed & under observation. When the engineer updates the call status as closed either in new call view or
pending call view the calls will flow to the closed view. In the new call view the call can be updated as closed & resolved . In the pending call view , if the engineer has taken another visit / phone / email
to close a call in pending stage & makes a new instance for a call updating it as closed & resolved .
Administrator View rights is not there
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Pending manager Approval
Pending manager Approval Once the details of the calls & its conveyance/ expense are entered . the
reporting manager can view all the calls of the engineers reporting to him.
The manager can approve / reject the call, provision for single as well as multiple approvals are provided.
Amendments required
As of now using this link only for Manager approval, however it would be better if we can club it with Pending RAO approval( Expense). anyway the objective for using this link is to know the status of ones expense approved or not, then its better they know it one page about their individual & team expense cleared by RAO & Manager in command in one go.
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Calls View
Calls View Engineer can view all the calls applicable to them by applying the various filters Customer, consignee, address can also be used to search the call The following filters can also be used like Engineer name , Call No, Call Status ,
Assigned , Approval, own call / team call , Call type.
Amendments required Since we already have closed calls detail section we can club both calls & closed
link together
Approved Expense View giving the team/own expense & call details that have been approved by
the reporting manager.
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Master Data
HO users are provided with the following features Add / Modify customer Provision for adding/ modifying customer to the central database. The details like address , contact details
of the customer need to be added .
Add / Modify consignee Similarly provision for adding /modifying consignee for an customer & its details is given . Customer should be mandatory for adding consignees.
Add / Modify Asset
Provision for adding / modifying asset details . one or more asset to be mapped to a consignee
Add / Modify Sub Asset Provision for adding / modifying sub asset related details .
Add/ Modify ASP, Employee Engineers details in terms of his area office , reporting manager , user type & other details are reported. The user type selection will decide the access levels & inter phase to be provided . The area office will decide the customer consignee accessible to him . Distribution on User Types HO – can select all customers & consignees RCSM – can select customer, consignee for all his area offices in his region ACSM , Engineer & Helpdesk – can select the customer , consignee for his particular area office
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Delete Call
Delete Call A provision of deleting calls has been provided to the HO user
type. The particular call can be searched with the call number .
Amendments required It should be integrated in the Call Management Section for a better coordination
& accessibility.
Needs to give more options to search for deleting a particular call ,as there is a risk of deleting wrong Customer ID if a user type it wrongly, therefore we have to provide them filter option like Technology Location, name of customer etc.
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View
View Customer Consignee Customer Consignee Details Other Details
Customer Consignee & Customer consignee Details Customer Consignee view not giving enough details, more than that it doesn’t
make sense to have separate Customer Consignee Details therefore we should club both link together
Other Detail Not using properly need refine it to make it more useful.
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Reports
Reports Gotcha Call Analysis Report Productivity Report Conveyance Report User Details
GotchaNeeds redesigning & also its data flow needs to understand
Call Analysis ReportTechnology & Activity based Search would be giving segregated Report
Productivity ReportNeeds to club it with Productivity Bar Graph from CSO Review Graph
Conveyance ReportShould be linked with finance team report
User DetailsWe needs to restrict it usage to Ho & to its administrator therefore we need to kept this in Master Data
In all kinds of reporting we should provide Bar & Figure based detailing in a single screen
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CSO Review Graphs
CSO Review Graphs Productivity Bar Graph Activity Pie Chart Maintenance Pie Chart User Activity Pie Chart SE vs. NC Comparison Maint. % Base Progressive Line Chart Solve Mode Pie Chart Leased Line Bar Graph
*** In all kinds of reporting we should provide Bar & Figure based detailing in a single screen so that the user can understand the data flow of the Graphs .
*** Ideally we should not call this section as Graphs as its not giving full details properly, its difficult to understand the graph.
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Summary
Summary
Smart Engineer is a useful tool for identifying and monitoring the performance of engineers & managers on a daily basis provided if its used properly & effectively. all the recommendation given here are purely based on structural & functional aspects therefore there is still a scope of improvement which will be refined along with its daily usage.
We need to understand that this application should be more user friendly & more speedy to work. therefore we have to remove certain fields and functions from the application which are either not in use or have minimum use can be merged with similar sub section .this will not only reduce pressure on database but make server traffic life bit easy.
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