Abstract
This research paper proposes an automatic fault management system that deals with customer-side faults. It aims at automating all the steps of fault management from reporting a fault until its resolution and collecting of a customer signature. The proposed system consists of two parts: the web-based subsystem and the mobile app. The web-based subsystem is responsible for accomplishing the following tasks: maintaining faults, assigning faults to staff, managing users and accounts, and generating reports. The mobile app is responsible for managing the communication between the customers and field staff members from one side and the web-based system on the other side. The fault assignment algorithm is based on multiple parameters: priority, type, and geo-location of the fault (customer), specialty and current geo-location of the staff member. The proposed algorithm assigns faults to field staff members such that all faults are resolved within the planned fixing time, and minimum distance travelled by each staff member, and with a workload fairly distributed among field staff members.
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Salman, A.F., Majeed, M., Alsahlawi, A. (2018). Automation of a Fault Management System for Bahraini Telecommunication Companies. In: Noreddine, G., Kacprzyk, J. (eds) International Conference on Information Technology and Communication Systems. ITCS 2017. Advances in Intelligent Systems and Computing, vol 640. Springer, Cham. https://doi.org/10.1007/978-3-319-64719-7_6
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DOI: https://doi.org/10.1007/978-3-319-64719-7_6
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