Workforce management (WFM) issues

Author

Guido, Bruno ; Roberto, Gavazzi ; Tria, Paolo Di ; Bisio, Rossella

Author_Institution

CSELT, Torino, Italy

Volume

2

fYear

1998

fDate

15-20 Feb 1998

Firstpage

473

Abstract

Telecommunication network Provisioning Operation and Maintenance (PO&M) cost reduction is today a strategic issue for Telco operators. Workforce Management (WFM) environments and techniques allow a dramatic cost and performance improvement for the “on the field” technicians management. Basic functionalities offered by the WFM environments are: activities automatic assignment and mobile office techniques. CSELT has developed a WFM environment to evaluate the cost reduction and performance improvement by using Artificial Intelligence and Operational Research techniques to automatically assign the activities, Data Transmission techniques based on GSM-SMS (Short message service) and Inmarsatt-C satellite communication, geographical localization and representation using GPS (Global Position Satellite) and GIS (Geographical Information System) and Mobile Office techniques. This paper describe the impact of WFM environment introduction on the company processes and the main technologies involved

Keywords

telecommunication network management; GIS; Mobile Office; Provisioning Operation and Maintenance; Telco operators; WFM environment; Workforce Management; Artificial intelligence; Artificial satellites; Costs; Data communication; Environmental management; Geographic Information Systems; Global Positioning System; Message service; Satellite communication; Teleworking;

fLanguage

English

Publisher

ieee

Conference_Titel

Network Operations and Management Symposium, 1998. NOMS 98., IEEE

Conference_Location

New Orleans, LA

Print_ISBN

0-7803-4351-4

Type

conf

DOI

10.1109/NOMS.1998.654448

Filename

654448