Field Service Quality Control via Automated Ticket Approval
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Solution Overview
Problem
In field service applications, particularly in locate operations, there is a challenge in implementing effective quality control measures due to the difficulty in overseeing numerous technicians and ensuring timely and accurate performance of tasks, leading to customer dissatisfaction and potential damage to underground facilities.
Innovation Solution
A ticket approval system and method that includes obtaining and reviewing data associated with tasks, using a work management server with a database and approval application to assess the quality of locate operations, and transmitting data for real-time or near-real-time oversight, allowing for rapid processing and categorization of tickets as approved, needing coaching, or requiring quality control action.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If quality control activities are implemented for numerous field technicians, then customer satisfaction and work quality improve, but the time, effort, and cost required for oversight and correction increase significantly
Solution Approach 1:
The system performs preliminary quality control by requiring technicians to submit photos and data before work completion. The automated review process identifies issues beforehand, preventing the need for time-consuming field corrections and re-visits.
Solution Approach 2:
The patent replaces manual quality control mechanisms (physical site visits, phone calls, paper-based reporting) with an automated electronic system that uses mobile devices, photo capture, and server-based processing to perform oversight functions.
2Reliability
If manual quality control methods are used to oversee field technicians, then some level of oversight is achieved, but the process is inefficient and cannot keep pace with numerous tickets and technicians
Solution Approach 1:
The system replaces manual quality control processes with automated electronic verification using mobile devices, photo capture, and server-based processing, enabling rapid review of numerous tickets without proportional increases in oversight personnel.
Solution Approach 2:
The system creates electronic copies of work documentation through photo capture and data entry on mobile devices. These digital copies can be instantly transmitted and reviewed, eliminating the need for physical document handling and enabling parallel processing of multiple tickets.
3Reliability
If real-time quality control is implemented, then customer satisfaction improves and damage risk is reduced, but the system complexity and implementation cost increase
Solution Approach 1:
The mobile device serves multiple functions: it acts as a photo camera for documentation, a data entry terminal for ticket information, a communication device for transmitting data, and a verification tool for quality control. This multi-functionality reduces the need for separate specialized equipment.
Solution Approach 2:
The work management server acts as an intermediary between field technicians and quality control personnel. It receives data from technicians, performs automated processing and verification, and manages the approval workflow, thereby simplifying the overall system architecture and reducing direct complexity at the field device level.
Data Source
AI summary
A ticket approval system and method of performing quality control in a field service application. The method includes obtaining a ticket, performing at least one task associated with the ticket, collecting data associated with at least one task, and transmitting the data to a work management server including database and approval applications. Also provided is a method of reviewing the data received by the approval application for quality control purposes.