SLA Optimization
Problem
- The risk of not completing work orders before SLA time
- Inability to assign work orders to relevant experts in order of priority
- Not considering employee locations, distance and time calculations in the assignment of work orders
- No support of data in the assignment of work orders (based on experience)
Action
- Developing an optimization model
- Establishing a dynamic mathematical model that minimizes the total SLA time and uses business services and personnel competencies as constraints
- Data driven assignment of work orders
Tool Stack
- Python, Microsoft Map Service, RESTAPI, Docker
35
%Travel time cost
85
%Digitization (Database)
50
%Customer Response Time
70
%Automation