COT6410_AWAS_HuyTruong - AWAS Automated Work Assignment...

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AWAS Automated Work Assignment System A Real World NP-Complete Problem Huy Truong – COT 6410 November 4, 2008
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What is AWAS? AWAS is a workforce-management system developed by GTE Service Corporation (now Verizon) in the early 1990s. AWAS assigns jobs to field service technicians, allows technicians to report job status, completes work orders that flow directly into the billing system. AWAS is being used by two of the largest telecommunication corporations in North America: Verizon and Telus (Canada) I was a software developer on the AWAS program in 1998 at GTE Data Services in Tampa, FL
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AWAS – High Level Architecture Customer Relationship Management (CRM) Automated Work Assignment System ( AWAS) Add Job Provide ETA Call Input Data Compute an Optimized Job Assignment People Management Software Available Technician, Skill Level Assign Jobs Provide Status Billing System Provide Billing Data Technician Performance Feedback Bill Customer
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AWAS – An Optimization Problem Given: Set of jobs with estimated labor hours, required skills, and location (customer location) Number of available technicians with skills
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This note was uploaded on 07/14/2011 for the course COT 4610 taught by Professor Dutton during the Fall '10 term at University of Central Florida.

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COT6410_AWAS_HuyTruong - AWAS Automated Work Assignment...

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