1HCL CONFIDENTIAL

Smart Engineer Review

Date: 12th July , 2005

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.

3HCL CONFIDENTIAL

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

4HCL CONFIDENTIAL

Call Management

New Call

Pending Call

Closed Call

Site History

Pending Manager Approval

Calls View

5HCL CONFIDENTIAL

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.

Email

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

6HCL CONFIDENTIAL

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

7HCL CONFIDENTIAL

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…

8HCL CONFIDENTIAL

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.

9HCL CONFIDENTIAL

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

10HCL CONFIDENTIAL

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.

11HCL CONFIDENTIAL

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.

12HCL CONFIDENTIAL

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

13HCL CONFIDENTIAL

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.

14HCL CONFIDENTIAL

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.

15HCL CONFIDENTIAL

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

16HCL CONFIDENTIAL

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.

17HCL CONFIDENTIAL

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.