(19) United States
`(2) Patent Application Publication (10) Pub. No.: US 2004/0158568 A1
`(43) Pub. Date:
`Aug. 12, 2004
`Colle et al.
`
`US 20040158568A1
`
`(54)
`
`SCHEDULING RESOURCES FOR
`PERFORMING A SERVICE
`(76) Inventors: Renzo Colle, Rastatt (DE); Stefan
`Doleschel, St. Davids, PA (US); Franz
`Hollich, Sinsheim (DE); Dagmar
`Strumberger, Forst (DE)
`Correspondence Address:
`FISH & RICHARDSON, P.C.
`3300 DAIN RAUSCHER PLAZA
`60 SOUTH SIXTH STREET
`MINNEAPOLIS, MN 55402 (US)
`Appl. No.:
`10/696,498
`
`(21)
`(22) Filed:
`
`Oct. 30, 2003
`Related U.S. Application Data
`(60) Provisional application No. 60/433,042, filed on Dec.
`12, 2002. Provisional application No. 60/452,383,
`filed on Mar. 5, 2003.
`
`Publication Classification
`
`(51) Int. Cl." … G06F 7/00
`(52) U.S. Cl. … 707/100
`
`(57)
`
`ABSTRACT
`
`A computer system and information repository is described
`for scheduling resources needed to perform service actions.
`The repository of resource information includes human
`resource information, reusable resource information, and
`non-reusable resource information. Each of human resource
`information, reusable resource information, and non-reus
`able resource information includes availability information.
`A scheduling engine associates, based on user input,
`resource information with task items that need to be com
`pleted as part of performing a service action.
`
`100
`
`110
`
`SERVICE SCHEDULING SERVER
`
`Resource-independent Scheduling
`
`Resource Scheduling
`
`Monitoring and Reporting
`
`
`
`SCHEDULING REPOSITORY
`
`155
`.
`
`
`
`
`
`Constraints
`Non-resource contraints
`
`Service Orders
`
`Resources
`
`Human resources
`
`ReuSable resources
`
`0
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`Desktop Computer
`
`CiM Ex. 1037 Page 1
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 1 of 11
`
`US 2004/0158568 A1
`
`100
`
`Desktop Computer
`
`110
`
`SERVICE SCHEDULING SERVER
`
`Resource-independent Scheduling
`
`Resource Scheduling
`
`Monitoring and Reporting
`
`
`
`
`
`
`
`SCHEDULING REPOSITORY
`
`
`
`155
`|
`
`|
`
`Constraints
`Non-resource contraints
`
`Service Orders
`
`Resources
`
`
`
`Human resources
`
`Reusable resources
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`FIG. 1
`
`CiM Ex. 1037 Page 2
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 2 of 11
`
`US 2004/0158568 A1
`
`RESOURCE-INDEPENDENT SCHEDULIN
`
`230
`
`200
`
`210
`
`IDENTIFY SERVICE TO BE PERFORMED
`
`GENERATE SERVICE ORDER BASED ON A SERVICE ORDER TEMPLATE
`FORTYPE OF SERVICE
`
`~ — — — — — — — — — — — — — — — Nº"
`
`CHECK AVAILABILITY OF SPARE PARTS
`
`
`
`
`
`
`
`
`
`
`
`PRESENT PLANNING USER INTERFACE
`
`ASSIGN A SERVICE TEM TO A RESOURCE
`
`CHECK RESOURCE AVAILABILITY FOR ASSIGNMENT
`
`CHECK NON-RESOURCE CONSTRAINTS FOR A TASK
`
`220
`
`265
`
`
`
`270
`
`
`
`275
`
`280
`
`
`
`MORE
`SERVICE
`ITEMS2
`
`285
`
`295
`
`END
`
`NO
`
`290
`
`STORE SERVICE ORDER AND ASSIGNMENTS
`|N SCHEDULING REPOSITORY
`
`FIG. 2
`
`CiM Ex. 1037 Page 3
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 3 of 11
`
`US 2004/0158568 A1
`
`£ "SOIH
`
`
`
`
`
`*** ** * * * * * * * * • • • • • ?
`
`999
`#799
`
`/99
`
`Z99
`999
`
`CiM Ex. 1037 Page 4
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 4 of 11
`
`US 2004/0158568 A1
`
`
`
`
`
`
`
`
`
`
`
`>}EA?-JES ØNITTICIEHOS EORANJES
`
`0/17
`
`seounosey)
`
`
`
`S30/nosau ueuum H
`
`CiM Ex. 1037 Page 5
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 5 of 11
`
`US 2004/0158568 A1
`
`Z99
`
`· · ·
`
`· ! • · · · ·
`
`• · |- · · + , · · · · · • 0 ·
`
`· · · · · · ? • !
`
`---- - - - ** * * * * * * *
`
`
`
`??????}{!}}}}}}}}}}}~~~~ ~~}}}}}}}}|-----
`
`999
`
`999
`
`899
`
`* * * * * * * * * * * * * * * * * * • • • • • • • • • • •
`
`* * * * esaerae ! * * * * * = æ æ
`
`· * *
`
`§§§
`
`
`
`
`
`
`
`CiM Ex. 1037 Page 6
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 6 of 11
`
`US 2004/0158568 A1
`
`
`
`
`
`CiM Ex. 1037 Page 7
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 7 of 11
`
`US 2004/0158568 A1
`
`77/
`
`09/
`
`
`
`07/
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`0! 1
`
`CiM Ex. 1037 Page 8
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 8 of 11
`
`US 2004/0158568 A1
`
`
`
`0Z88 "SOIH
`
`y23300000€
`
`766300000g ºor
`
`SEEDOEDDE?KOEI
`
`
`
`} -~~~~ :
`
`
`
`žo?u byw yua lý
`
`/88998
`
`099
`
`019
`
`CiM Ex. 1037 Page 9
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 9 of 11
`
`US 2004/0158568 A1
`
`
`
`AH||LON
`
`XJEWO I SITO
`
`CiM Ex. 1037 Page 10
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 10 of 11
`
`US 2004/0158568 A1
`
`
`
`TIOO1
`
`
`
`LINE WE15)\/NVW
`
`WELSÅS
`
`
`
`CIN, EINIÐNE
`
`
`
`ÅèHO LISOdE}}
`
`©NITTACIEHOS
`
`EKO?AJES
`
`EN 150NE
`
`
`
`50NITTACJE HOS
`
`5) N?TiñCEHOS
`?|EST)
`
`EOLARJES
`
`EOVERHELNI
`
`CiM Ex. 1037 Page 11
`
`

`
`Patent Application Publication Aug. 12, 2004 Sheet 11 of 11
`
`US 2004/0158568 A1
`
`
`
`—._—:w>..2mcovao
`
`
`
`_m.:.n._.saw
`
`9;_.
`
`2.:as9.:andG:
`
`
`
`
`,...,.2:23.30.;....3_3£:._«J_.Sm...:2.Baa
`
`
`
`m@.%E.m..Em.mwfi
`
`_.,._,.....7r,.awBu:2.5;W&.__.&%§__2m=_
`
`S.18....5:3
`
`
`
`IIIRRIzfi_.8.2:W2.5.5:
`
`Ii%3inSS__aIs35
`an_._83W=3umu$:§=___5
`
`
`
`8z_x83.3szw._
`
`
`
`
`
`=2:3....W._.aE_...fi..e§._».£
`
`
`
`
`
`2.1wasm:m=._..5=n.=E:n.:Ea_._umma::uEm
`
`
`
`
`
`_..o£ea..oE3.8m=._2~=_n..._aaB2_.ae=fim~:oaaa8U4_.:_._.m.52.32....2.a.ue;Eo§o”n~_S_§8H._
`
`
`
`~.m_._.lV__.§._é&
`.35E..:,a~,.®
`
`g._~gm;.aa
`
`u
`
`$:\\
`
`vm_‘_,K_.I\m=..:=m.1wuxawwmu
`
`_oEzta_wmEsau
`
`..%H@E;aa_.wKQ.
`
`4.»:
`
`.31a.Ea.m.vm.a999M0.n.n:,
`
`
`
`
`
`::_::m_mu_...=_.E.h.u.zaw
`
`mm_:388M.wn._....;i..4w._mimmw.n._e._§a._m_.fia_._.§_§$_..:e....“.._“..m.=..=._m_m......mu__9..E_6.mum
`
`
`
`
`
`
`
`
`
`
`
`
`..I.I!.:II.....:1..,....i.._WownISmdaE:Emfi3?oEom
`AOmrwémam.n8$_._32o3§.3__.~.B§_e€3.32.35....€%o._.m.fi._...::3_=_.3m.2G.WE1am&_._mau._
`
`
`
`
`
`
`
`
`._Emkmnmmwwz__BaZ_.3=§a,:_._:_§:~_na..2_.Bs2:aum_a>3_..3E2..m_.;33=a$z2:...S1SamM.3232.?my@%.\._wacme5eI=.onm._
`
`
`
`
`
`
`
`
`.____,H.%£a..£B$fe=.au\..~saw.mv_E?3WQ¢EH.%.=:i«a5%......_x:=53....u«.l..A'._n..I......._a.axma_u...Sa$o.3............................r.!.1..a............a..........S183MSEW.
`
`
`
`
`
`
`
` Wv~__«hr.moF,;J¢voFr,J«~mw.m
`
`8:
`
`cm:
`
`CiM EX. 1037 Page 12
`
`CiM Ex. 1037 Page 12
`
`
`
`
`
`
`

`
`US 2004/0158568 A1
`
`Aug. 12, 2004
`
`SCHEDULING RESOURCES FOR PERFORMING A
`SERVICE
`
`CROSS REFERENCE TO RELATED
`APPLICATIONS
`
`[0001] This application claims priority from U.S. Provi-
`sional Application No. 60/433,042,
`titled “Scheduling
`Engine” and filed Dec. 12, 2002 and from U.S. Provisional
`Application No. 60/452,383, titled “Fulfilling Scheduling
`Orders” and filed Mar. 5, 2003, both of which are incorpo-
`rated by reference in their entirety.
`
`TECHNICAL FIELD
`
`[0002] This description relates using a computer system
`for resource planning to perform a service for a customer.
`
`BACKGROUND
`
`[0003] Computer systems can be used to schedule the
`sequence and timing of work to be performed. Examples of
`such scheduling systems include a project management
`system for scheduling the duration and order of tasks to be
`performed in a project, a manufacturing resource planning
`system for scheduling resource requirements and manufac-
`turing tasks for an assembly line in a factory, and a resource
`allocation system for scheduling the deployment of service
`technicians to a particular field location where service is to
`be performed. Some computer systems present information
`and an interface to facilitate a person in scheduling, whereas
`other computer systems use scheduling algorithms to gen-
`erate, automatically without human intervention, a schedule.
`One example of such automated scheduling is a computer
`system that automatically determines a route for a service
`technician or sales representative to efficiently provide ser-
`vice to multiple customers where each customer is geo-
`graphically dispersed from the others.
`
`[0004] Computer systems also can be used to schedule
`resources to be used to perform work. One example of a
`resource scheduling computer system is a computer system
`for scheduling people to perform work. In the context of
`scheduling people to perform work, the people also may be
`referred to as human resources or labor. In some computer
`systems, it is possible to schedule people to perform par-
`ticular work that requires a particular skill, item of equip-
`ment, or credential, such as a security clearance or site
`authorization. The scheduling of the particular person to
`perform a particular task then is based on a person’s specific
`skills, the equipment available to the person, and the cre-
`dentials held by the person.
`
`[0005] Another example of a computer system used for
`scheduling resources is a reservation system for scheduling
`the use of physical locations, such as conference rooms,
`service bays, or other types of work areas. Yet another type
`of a resource scheduling computer system is a computer
`system for managing the availability of supplies, such as
`spare parts, needed to perform work.
`
`includes many different component tasks, each of which
`may require different types of resources. Auser interface for
`scheduling software that is able to handle different types of
`resources and enable a person to schedule different types of
`resources may be desirable.
`
`[0007] The desirability of having scheduling application
`software capable of handling different types of resources is
`important from the perspective of an end user who is
`responsible for scheduling tasks and resources to accomplish
`a complex service order that involves multiple component
`tasks that may be performed in different
`locations, by
`different people with different skills, and using various types
`of equipment, service areas,
`tools, and spare parts. The
`scheduling task may be further complicated by the existence
`of contractual constraints (such as planned maintenance
`agreements and service level agreements) that must be taken
`into account during the scheduling of service. In scheduling,
`the ability to view multiple aspects, such as resources and
`other types of constraints, of the planning situation is
`desirable.
`
`SUMMARY
`
`[0008] Generally, the invention is an integrated scheduling
`tool that includes different types of scheduling information,
`such as people, equipment, work areas, supplies, and spare
`parts. The scheduling tool provides a comprehensive visual
`display and user interface such that a user can access and
`view a wide variety of different types of scheduling infor-
`mation. The scheduling tool enables a user to schedule,
`based on the accessible scheduling information, a service
`event that involves different types of resources. The service
`event can be scheduled based on resources available, includ-
`ing resources of different types. The service event also can
`be scheduled based on non-resource constraints, such as
`contractual obligations and customer requirements, such as
`the availability of the customer or the customer’s equipment
`to be serviced.
`
`[0009] One area where the invention may find specific
`applicability is in the scheduling of service calls by field
`technicians. This may be particularly useful when service
`requests are received from customers by a large call center.
`A date for the service, based on customer requirements and
`an estimate of the general availability of the necessary
`resources needed to perform the service, is agreed upon by
`the customer and the call center
`representative. The
`resources needed to perform the service are assigned later by
`a resource planner who is responsible for scheduling a
`particular group of resources.
`
`[0010] Another area where the invention may find specific
`applicability is in the scheduling of service performed in a
`service area or a workshop at the location of the service
`provider. In some cases, the invention may be particularly
`relevant when a service provider must schedule a wide
`variety of resource types within various customer constraints
`for field service, workshop service, and a combination of
`both field service and workshop service.
`
`resources,
`types of
`[0006] There are many different
`including people, locations, equipment, and supplies, that
`may need to be scheduled to perform a service. It is desirable
`in some cases to have scheduling software that is capable of
`assigning a variety of resource types to perform the service.
`This may be particularly true when the work to be performed
`
`In one general aspect, resources needed to perform
`[0011]
`service actions are scheduled using a computer system. The
`computer system includes an engine and a repository of
`resource information. The engine associates, based on user
`input, resource information with task items that need to be
`completed as part of performing a service action. The
`
`CiM Ex. 1037 Page 13
`
`CiM Ex. 1037 Page 13
`
`

`
`US 2004/0158568 A1
`
`Aug. 12, 2004
`
`resource information in the repository is associable with the
`task items. The repository includes human resource infor
`mation, reusable resource information, and non-reusable
`resource information. The human resource information
`includes availability information for human resources. The
`reusable resource information includes availability informa
`tion for reusable resources. The non-reusable resource infor
`mation includes availability information for non-reusable
`?eSOUITCeS.
`[0012] Implementations may include one or more of the
`following features. For example, the repository also may
`include non-resource constraint information. The engine
`may associate, based on user input and the non-resource
`constraint information, resource information with task
`items. The non-resource constraint information may be
`provided to the repository of resource information from a
`computer system other than the computer system for sched
`uling resources. The availability information for human
`resources, reusable resources or non-reusable resources may
`be provided to the repository of resource information from
`a computer system other than the computer system for
`scheduling resources.
`[0013] The non-resource constraint information may
`include information about contractual requirements. The
`availability information for human resources may include
`availability information for individuals or groups of indi
`viduals. The availability information for reusable resources
`may include availability information for tools or availability
`information for work areas. The availability information for
`non-reusable resources may include availability information
`for spare parts.
`[0014] The task items may include a human resource skill
`requirement, and the human resource information may
`include a indication of a skill possessed by particular human
`resources that are represented in the human resource infor
`mation. If so, the engine may associate a particular human
`resource with a particular task item only when the indication
`of the skill possessed by the particular human resource
`matches the human resource skill requirement of the task
`item.
`[0015] Similarly, the task items may include a tool char
`acteristic, and the reusable resource information may
`includes an indication of a tool characteristic for particular
`tools that are represented in the reusable resource informa
`tion. If so, the engine may associate a particular tool with a
`particular task item only when the indication of the tool
`characteristic for a particular tool matches the tool charac
`teristic of the task item.
`[0016] The engine and the repository of resource infor
`mation may be capable of communicating using a network
`with mobile clients. The engine may be configured to send,
`to each mobile client, resource information associated with
`task items that need to be completed as part of performing
`a particular service action. The engine may be configured to
`receive, from each mobile client, user input for the purpose
`of associating resource information with a particular task
`item.
`[0017] In another general aspect, a data repository
`includes resource information associable with task items that
`need to be completed as part of performing a service action.
`The repository includes human resource information and
`
`reusable resource information. The human resource infor
`mation includes availability information for human
`resources, and the reusable resource information includes
`availability information for reusable resources.
`[0018] Implementations may include one or more of the
`features noted above and one or more of the following
`features. The repository also may include non-reusable
`resource information which may include availability infor
`mation for non-reusable resources. The repository also may
`include non-resource constraint information capable of
`being associated with task items.
`[0019] Implementations of the techniques discussed above
`may include a method or process, a system or apparatus, or
`computer software on a computer-accessible medium. The
`details of one or more implementations of the invention are
`set forth in the accompanying drawings and the description
`below. Other features, objects, and advantages of the inven
`tion will be apparent from the description and drawings, and
`from the claims.
`
`DESCRIPTION OF DRAWINGS
`[0020 FIG. 1 is a block diagram of a system incorporat
`ing various aspects of the invention.
`[0021] FIG. 2 is a flow chart of a process for service order
`scheduling.
`[0022] FIG. 3 is a screen snapshot of a user interface
`showing components of a service order.
`[0023] FIG. 4 is a block diagram illustrating how the
`components of a scheduling system are used for monitoring
`the execution of a service order.
`[0024] FIGS. 5-8 are examples of user interfaces that may
`be used schedule resources and monitor the execution of a
`service order.
`[0025] FIG. 9 is a block diagram illustrating an execution
`monitoring process.
`[0026] FIG. 10 is a block diagram showing how the
`example user interfaces in FIGS. 7 and 8 may be used to
`monitor the execution of service orders and change resource
`assignments for a service order.
`[0027] FIG. 11 is a screen snapshot of a scheduling user
`interface.
`
`DETAILED DESCRIPTION
`[0028] The scheduling system 100, shown in FIG. 1, may
`be used by a person to schedule different types of resources
`to provide a service for a customer within specified con
`straints. Examples of the types of resources that may be
`scheduled using the system 100 are people (such as service
`technicians, some of which may have particular identified
`skills or other types of qualifications), non-reusable
`resources (such as spare parts), and reusable resources (such
`as equipment and service areas). The scheduling system 100
`includes information about non-resource constraints to be
`considered when scheduling service. Examples of non
`resource constraints include contractual agreements, cus
`tomer availability, availability of equipment to be serviced,
`and a date by which the service must be completed.
`
`CiM Ex. 1037 Page 14
`
`

`
`US 2004/0158568 A1
`
`Aug. 12, 2004
`
`[0029] In the FIG. 1 implementation, the scheduling sys
`tem 100 includes a service scheduling server 110 connected
`through a network 115 to a desktop computer 120 and a
`laptop computer 125. The service scheduling server 110 is a
`general-purpose computer that includes a scheduling engine
`130 that may be accessed by a user of the desktop computer
`120 or a user of the laptop computer 125. The scheduling
`engine includes executable instructions for a resource-inde
`pendent scheduling function 135, a resource scheduling
`function 140, and a monitoring and reporting function 145.
`[0030] The resource-independent scheduling function 135
`determines, for a service request, the tasks needed to accom
`plish the requested service and a service date for the service
`request. When the service request requires that multiple
`tasks be performed, the date or dates for each task also may
`be determined in the resource-independent scheduling func
`tion 135. The resource-independent scheduling function 135
`for a service request takes into consideration a desired start
`date or a desired completion date for the service request,
`tasks to be performed for the service request, a predeter
`mined duration for each task, and a sequence in which the
`tasks must be performed. The resource-independent sched
`uling function 135 does not include the assignment of
`particular resources (such as people, equipment, or supplies)
`to a service request. In some implementations, however, the
`general availability of resources needed to perform the
`service request may be considered during the resource
`independent scheduling function 135.
`[0031] The resource-independent scheduling function 135
`may determine, automatically without human intervention, a
`service date for a particular service request, by using, for
`example, the method described in FIG. 2. Alternatively, the
`resource-independent scheduling function 135 may provide
`a user interface that enables a person to determine a service
`date for a particular service request. In some implementa
`tions, the resource-independent scheduling function 135
`may include both automatic scheduling and scheduling by a
`person using a user interface. For example, in some imple
`mentations, the resource-independent scheduling function
`135 may automatically generate a date for a service request
`based on a desired start date for the service request, tasks to
`be performed for the service request, a predetermined dura
`tion for each task, and a sequence in which the tasks must
`be performed. The resource-independent scheduling func
`tion 135 may present on a visual display the automatically
`generated schedule. A user may modify the resource-inde
`pendent schedule presented, for example, based on the
`general availability of resources.
`[0032] By contrast, the resource scheduling function 140
`provides a visual display and user interface that enables a
`user to assign specific resources to perform the requested
`service. Resource scheduling also may be referred to as
`resource-dependent scheduling or resource planning. The
`resource scheduling function 140 is performed using a visual
`display and user interface that enables access to different
`types of scheduling information available in a scheduling
`repository 150, as described further below and in FIG. 2.
`[0033] The monitoring and reporting function 145 pro
`vides information in the form of interactive alerts, displayed
`lists, and other types of reports to help a user monitor the
`execution of the scheduled service requests. The monitoring
`and reporting function 145 may enable a person to more
`
`effectively manage resource utilization and improve cus
`tomer satisfaction of the service delivery over the use of a
`conventional scheduling system that does not include dif
`ferent types of resources and constraints.
`[0034] The scheduling repository 150 is persistent data
`storage that includes constraints 155 associated with service
`requests. Constraints 155 include non-resource constraints
`160 and service orders 165 that include requests for service.
`[0035] Information about non-resource constraints 155
`may include information about non-reusable resources, such
`information about spare parts. A spare part may be used by
`a service technician to replace a defective part of an item of
`equipment or a machine when service is performed. Infor
`mation about non-reusable resources may include informa
`tion about other types of resources that may be used only
`once and, once used, are no longer available in the perfor
`mance of another task. Information about non-reusable
`resources may include whether or not a particular type of
`spare part (or another type of non-reusable resource) is
`available and a date when an additional quantity of the spare
`part is expected. In some implementations, information
`about non-reusable resources may be included as part of
`resource information 170 in a scheduling repository.
`[0036] Constraints 155 also include service orders 165. A
`service order may be considered a scheduling constraint
`when the service order includes service to be performed at,
`or within, a specified time. Examples of non-resource con
`straints include service-level agreements specified in a par
`ticular customer service contract, scheduled maintenance for
`particular equipment required by contract, and the availabil
`ity of the customer or the customer’s equipment to be
`serviced. In some cases, the equipment on which service is
`to be performed is used by a customer to generate revenue.
`The scheduling of service for such equipment may present
`more rigid constraints than scheduling service for equipment
`that is not used to generate revenue.
`[0037] The scheduling repository 150 also includes data
`associated with different types of resources 170. A resource
`may be a person or an object that is used to fulfill a resource
`requirement for performing a task of a service request.
`Examples of resources for scheduling are people, work
`areas, spare parts, and tools needed to perform service.
`[0038] The resources 170 for which information is
`included in the scheduling repository 150 include informa
`tion about human resources 175, and reusable resources 185.
`Information about human resources 175 includes the identity
`and other types of information about people who may
`perform service. Often a person who performs a service is a
`technician who specializes in the subject matter of a tech
`nical area or type of equipment. The particular skills and
`certification of people performing a service also may be
`included in human resources 175. When people who per
`form a service are organized in groups of people, the group
`may be referred to as a service team. Information about the
`organization or structure of people also may be included in
`human resources 175 which allows resource scheduling 140
`to be performed for a service team, an individual, or a
`combination of a service team and individuals.
`[0039] Information about reusable resources 185 includes
`information about the availability of tools and other physical
`resources that are needed to perform a service. When service
`
`CiM Ex. 1037 Page 15
`
`

`
`US 2004/0158568 A1
`
`Aug. 12, 2004
`
`that requires a particular tool is completed, the tool used in
`performing the service becomes available for use in per
`forming a subsequent service (as opposed to a spare part that
`is not available for use in performing a subsequent service).
`In a broad sense, one type of a tool is a service bay or another
`type of work area. A service bay includes a place in a service
`provider’s facility where service technicians perform work
`on equipment. Typically, a service bay is used to perform
`service on large pieces of equipment, such as an automobile,
`a truck, a crane, a roller, a bulldozer, a tractor or another type
`of construction equipment. Examples of types of service
`bays include a repair bay where repairs to equipment are
`performed, a washing bay where equipment is washed, and
`an inspection bay where inspection and, perhaps, small
`repairs are performed. Information about reusable resources
`185 may include information about tools that are provided
`by different sources. For example, reusable resources 185
`may include information about a tool that is rented by the
`service provider, a tool provided by a customer, a tool held
`in a central location by the service provider, or a tool that is
`held by a particular service technician. In some implemen
`tations, a particular tool may be associated with a particular
`service technician in reusable resources 185. Some imple
`mentations may categorize tools for which information is
`included in reusable resources 185. The categorization of
`tools may be based on, for example, whether the tool is a
`rented, held centrally, or associated with a service techni
`C1&l?].
`
`[0040] The service scheduling server 110 is accessible to
`a user of the desktop computer 120 and a user of the laptop
`computer 125 through the network 115. The network 115
`may be a LAN (“Local Area Network”), a WAN (“Wide
`Area Network”), or a combination of LANs and WANs.
`[0041] A user of the desktop computer 120 or the laptop
`computer 125 uses the scheduling system 100 to schedule
`resources for a service order. Each of the desktop computer
`120 and the laptop computer 125 may be a general-purpose
`computer that is capable of operating as a client of the
`scheduling application program or a more special-purpose
`computer (that is, a device specifically programmed to
`operate as a client of a scheduling program). Examples of a
`general-purpose computer include a desktop personal com
`puter, a workstation, or a laptop computer running a sched
`uling application program. For brevity, FIG. 1 illustrates
`only a single desktop computer 120 and a single laptop
`computer 125.
`[0042] Using the scheduling engine 130 and the schedul
`ing repository 150, a user of the desktop computer 120 or the
`laptop computer 125 is able to perform scheduling for a
`particular service request. A user interface is presented by
`the scheduling engine 130 that permits a user to assign
`resources of different resource types to a particular service
`request.
`[0043] An example of one way in which the service
`scheduling system 100 may be used is the use of the service
`scheduling system 100 by an enterprise that provides field
`service and workshop service for large machines, such as
`various types of construction equipment. The enterprise may
`be referred to as a service provider and may have a large
`number of geographically dispersed workshops. A request
`for service may be received from a customer by a service
`representative located in a call center that is geographically
`
`dispersed from the workshops. The service representative
`who receives the call also may be referred to as a service
`advisor.
`[0044] The service advisor uses the scheduling system 100
`to enter a request for service for the customer. The service
`request may be referred to as a service order. The service
`order identifies the particular type of equipment for which
`service is requested. The scheduling engine 130 uses the
`resource-independent scheduling 135 function to generate a
`resource-independent schedule for the service order. The
`resource-independent schedule generated also may be based
`on unique customer requirements, such as the date on which
`the equipment is available to be serviced or a service
`agreement with the customer. The service advisor works
`with the customer to determine the date or dates on which
`the service is to occur.
`[0045] The service order that includes the service date is
`stored in service orders 165 of the scheduling repository
`150. The service date of the service order is a constraint
`within which the resource assignments are to be made.
`[0046] Specific resources then may be assigned to perform
`the tasks included in the service order. For example, a
`resource planner who is responsible for a group of resources
`then uses a user interface generated by the resource sched
`uling function 140 to assign specific resources of different
`types, such as people, equipment, work areas, and spare
`parts, to different tasks (or other aspects) of the service order.
`Then the scheduling engine 110 checks the service order
`with the assigned resources against the non-resource con
`straints 160 that apply to the service order. As described
`previously, non-resource constraints include contractual
`obligations and the service end date previously determined
`through resource-independent scheduling.
`[0047] The scheduling system 100 may be particularly
`useful when a combination of field service and workshop
`service is needed to complete a service order. For example,
`to service a large piece of construction equipment, a field
`technician may travel to a customer location to remove a part
`of the construction equipment for service at the service
`provider’s workshop, a repair of the part may be performed
`at the service provider’s workshop, and a field technician
`may need to re-install the repaired part in the construction
`equipment at the customer location. Scheduling such a
`service request involves scheduling both field service and
`workshop service, each of which may require the scheduling
`of different types of resources. Field service may involve
`scheduling the available field service technician who regu
`larly travels to customer sites (a human resource), a tool (a
`reusable resource), and a spare part (a non-reusable
`resource). For example, field service scheduling may
`involve scheduling the travel of a service technician to the
`customer location, ensuring spare part availability, and
`scheduling the transportation of equipment or a resource
`separately from the travel of a technician (such as when a
`large spare part that cannot be carried by the technician or
`in the technician’s truck). By contrast, workshop serv