Workflow Management System for Business Process Segmentation
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Solution Overview
Problem
In the BPO industry, managing complex business processes with varying business documents and service level agreements (SLAs) is challenging due to differences in business attributes and transactions, leading to difficulties in tracking and resource allocation, and non-compliance can result in financial penalties and contract termination.
Innovation Solution
A method and system for workflow management that determines business document attributes, forms queue filters based on business rules, creates queues, assigns agents, and manages SLAs, allowing for dynamic allocation of work items and tracking of transactions to ensure compliance with SLAs.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If business processes are managed with varying business documents and transactions, then the system can handle diverse business scenarios, but tracking and managing transactions becomes difficult
Solution Approach 1:
The patent segments transactions into distinct queue filters based on business document types and attributes. Each queue filter represents a specific segment of transactions that can be independently managed and tracked, reducing the overall complexity of managing diverse business processes while maintaining adaptability.
2Ease of operation
If transactions are segregated into multiple queues based on business rules, then tracking and management becomes easier, but the system complexity increases
Solution Approach 1:
The system performs preliminary action by pre-defining queue filters based on business rules before transactions arrive. This allows transactions to be automatically routed to appropriate queues without complex real-time decision-making, simplifying the operational process while managing system complexity through advance preparation.
3Productivity
If agents are assigned to specific queues based on skill sets, then resource allocation improves, but the complexity of matching work items to agents increases
Solution Approach 1:
The patent applies local quality by assigning specific agents to specific queues based on their skill sets and the nature of transactions in each queue. This localized matching simplifies the allocation process by creating clear, skill-based associations between agents and queues, improving productivity without requiring complex global optimization algorithms.
Data Source
AI summary
A method and system for workflow management in a business process environment is disclosed. In one embodiment, a method includes determining respective attributes of a plurality of business documents received via an input device of the computing device, and receiving a set of business rules associated with the plurality of business documents. The set of business rules are based on the attributes of the plurality of business documents. The method also includes forming a plurality of queue filters for segregating a set of transactions associated with the plurality of business documents based on the set of business rules, and forming a plurality of queues based on the plurality of queue filters and at least one activity associated with the set of transactions. Further, the method includes generating on a display of the computing device, a list of agents assigned for each of the plurality of queues.