Mathematical Models for Telecommunication Workforce Management

Abstract

The article is devoted to the problems of advanced workforce management systems WFM (Workforce Management) of post-NGN telecommunication operators, a formalized approach to the description of extended WFM functionality and mathematical WFM models are discussed. The proposed approach allows to develop new WFM tools for telecommunications operators to increase their performance, to manage more effectively the work schedules of engineering employees of the company, visit customer sites, and control the workload of engineers in real-time. Workforce Management systems (WFM) of Next Generation Networks (NGN) are becoming more and more important. Compared to the routine distribution of requests between telephone technicians in the repair bureau of the old Public Switched Telephone Network (PSTN) in the last century, the modern WFM system operates with a disproportionately large set of functions, a wide range of professional competencies and key performance indicators (KPIs). In partnership with WFM, other new information technology tools (IT-landscape) of the telecommunications operator, elements of BSS (Business Support Systems), human resource accounting (HR) software, enterprise resource planning (ERP) systems, other workforce planning, and management tools employee vacations, the timing of basic engineering operations at the operator's and customer's premises, and other support tools to optimize the performance of the required work by personnel, increase productivity and reduce costs.