U-Worker Scheduling System: A Case Study at KT

摘要

In a telecom, field workers visit many customer sites to provide services and repair faults. Scheduling the workers is hard because there are many tasks and the number of the workers is not sufficient. To tackle this problem, KT had transformed the field workers into ubiquitous workers and used work team based scheduling system. However, this approach was not sufficient to reduce frequent worker's arrival time changes and to increase operational efficiency. Therefore, we proposed individual worker scheduling system for managing the worker's schedule efficiently. We also developed an optimal worker selection algorithm based on statistical information when an operator assigns a task to the worker.