workflow management

A workflow engine is a software application that manages and executes modeled computer processes. A workflow engine interprets events, such as documents submitted to a server or due dates expiring, and acts on them according to defined processes. The actions may be anything from saving the document in a document management system to issuing new work by sending an e-mail to users or escalating overdue work items to management. A workflow engine facilitates the flow of information, tasks, and events. SP Solutions uses its own Proprietary workflow engine "eDGEVANTAGE Core" which is built using JAVA technologies and is one of only two engines globally to handle the pattern "multiple instances without a prior run-time knowledge"This gives us the ability to track task performance at user levels rather than at group or position level which is the accepted norm. Part of workflow management is the ability to track and trace individual process instances: As such the score module and its sub components provide a great deal of information and tools for companies to manage staff and service delivery.

score board

If the workflow engine is the heart of the system - then the score board would be the brains of the solution and enables users to search for and track and trace any workflow instance subject to the user hierarchy. The score board also provides online real-time screens which help you monitor the performance of the processes of the organization as a whole. Alternately you may want to monitor the performance of a single process, or the performance of a particular team or group of users. All of this is enabled by the scoreboard.

eDGEVANTAGE COMPONENTS

Department Capacity Utilization (DCU)

The department capacity utilization module allows companies to track and produce automated reports on the work handled by their processing teams. The system tracks system tasks, system related tasks and non-system tasks such as meetings and customer calls handled by the processing teams. This gives a business the insight as to how users spend their time etc, and thus plan shifts and work allocation, as well as arriving at a more accurate average time for each and every task performed by back office users.

Service Level Agreements (SLA)

The SLA component allows a business to set and track performance of processes based on SLAs (service level agreements) between departments or those communicated to customers. The system allows setting of any number of SLAs per process and then reports on service breaches, and can be set up to escalate breaches to the respective users and their supervisors.