Abstract

A system and method for managing the workflow for processing Service Orders among a variety of organizations within a telecommunications company. The system and method coordinates all of the tasks and activities related to order processing among the various entities within the telecommunications company. Workflows are used to model business procedures used for processing Service Orders. Each workflow comprises a plurality of workflow steps. Business process models are depicted as workflow diagrams. Upon receipt of a Service Order, an appropriate Work Plan is selected based on information within the Service Order. Each workflow step is assigned a Resource and is scheduled for completion. The Workflow steps are then placed in In-boxes associated with the selected Resource. Once the processing steps have been scheduled, a current work step is calculated. Notification messages are sent to the appropriate systems to notify them to begin activity associated with the current work step. The system is automatically notified when the current work step is complete, so that the next work step can be processed in a similar fashion. Detailed statistical information is maintained for audit and reporting purposes. Users log-on to remote workstations coupled with a company-wide Intranet or the like. From the remote workstations, users from various organizations view their In-boxes and other detailed information about Service Orders according to selectable requests. Workflow steps can be transferred and re-assigned using the remote workstations. Detailed statistical information is maintained for audit and reporting purposes. Reports reflecting the effectiveness of workforce management and work administration is obtained.