Abstract:
Methods and systems for providing utmost customer service, accountability, and job performance are described. An example method may involve a computing device determining a particular client associated with a specific plan and as a result compiles a corresponding database, propagates configuration data towards at least one apparatus, which is thereby enabled to interact with an agent and exchange a plurality of data points with the computing device for use in updating the corresponding database. The plurality of data points are associated with resources expanded and the agent in performing one or more tasks assigned to the agent via the apparatus.

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
       [0001]    This application claims the benefit to U.S. Provisional Application No. 62/033,767, filed on Aug. 6, 2014, which application is incorporated herein by reference as if set forth in its entirety. 
     
    
     FIELD OF THE INVENTION 
       [0002]    The present invention relates generally to the field of network communications, and more particularly to system and method for providing smart, impeccable service and accountability. 
       BACKGROUND OF THE INVENTION 
       [0003]    In the hospitality industry, utmost customer care service is expected. Unaccountable employees lead to poor customer service, which in turn can result in loss of revenue. Currently, employee accountability in job performance is based on paper schedule, phone call and radio contact. This arrangement does not provide adequate accountability, job performance and transparency in the operation of an establishment in the industry. This invention relies on a method to provide utmost customer service, accountability, and job performance. The method provides a follow-up system within a webpage and associated application. 
       SUMMARY OF THE INVENTION 
       [0004]    Various embodiments provide a system and method for providing smart, impeccable service and accountability. 
         [0005]    The efficient use of the system results in impeccable service, lower overall cost, inventory control and optimization. 
         [0006]    In one embodiment, a system for providing smart, impeccable service and accountability is provided. The system comprises a at least one computing device communicatively coupled to at least one apparatus; a memory having stored thereon instructions that upon execution by the at least one computing device, cause the at least one computing device to compile one or more databases associated with a specific client, to propagate configuration data towards the at least one apparatus, thereby enabling said at least one apparatus to interact with an agent of the specific client and exchange a plurality of data points with the at least one computing device for use in updating the one or more corresponding databases, wherein the plurality of data points are associated with said agent in performing one or more tasks assigned to said agent via the at least one apparatus. 
         [0007]    Another embodiment provides a method for providing smart, impeccable service and accountability. The method may involve a computing device receiving a plurality of data points corresponding to one or more supervisor users and at least one apparatus. The method may also involve the computing device determining one or more subset of data points indicative of the identity of said one or more supervisor users and said at least one apparatus. The method may further involve a function based on an output of a comparison of the one or more predefined identification data with the subset of data points, the computing device compiles one or more databases associated with a specific client, propagates toward the at least one apparatus configuration data thereby enabling said at least one apparatus to interact with an agent of the specific client and exchange a plurality of data points with the at least one computing device for use in updating the one or more corresponding databases, wherein the plurality of data points are associated with said agent in performing one or more tasks assigned to said agent via the at least one apparatus. 
         [0008]    Yet another embodiment provides a non-transitory computer readable medium. The non-transitory computer readable medium has stored thereon instructions that, upon execution by a computing device, cause the computing device to perform certain functions. The functions may include receiving a plurality of data points corresponding to one or more supervisors and at least one apparatus. The functions may also include determining one or more subset of data points indicative of the identity of said one or more supervisors and said at least one apparatus. The functions may further include, based on an output of a comparison of the one or more predefined identification data with the subset of data points, the computing device compiles one or more databases associated with a specific client, propagates toward the at least one apparatus configuration data thereby enabling said at least one apparatus to interact with an agent and exchange a plurality of data points with the at least one computing device for use in compiling a corresponding database, wherein the plurality of data points are associated with resources expanded and said agent in performing one or more tasks assigned to said agent via the at least one apparatus. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0009]    The teachings of the present invention can be readily understood by considering the following detailed description in conjunction with the accompanying drawings, in which: 
           [0010]      FIG. 1  depicts a high-level block diagram of a system benefiting from embodiments of the present invention; 
           [0011]      FIG. 2  depicts a high-level block diagram of an implementation according to the system of  FIG. 1 ; 
           [0012]      FIG. 3  depicts an exemplary computing device suitable for use in the system depicted in  FIG. 1 ; and 
           [0013]      FIG. 4  depicts one embodiment of a method for providing smart, impeccable service and accountability. 
       
    
    
       [0014]    To facilitate understanding, identical reference numerals have been used to designate elements having substantially the same or similar structure and/or substantially the same or similar function. 
       DETAILED DESCRIPTION OF THE INVENTION 
       [0015]    Various embodiments provide a system and method for providing smart impeccable service and accountability. 
         [0016]    The illustrative system and method embodiments described herein are not meant to be limiting. It may be readily understood that certain aspects of the disclosed system and method can be arranged and combined in a variety of different configurations, all of which are contemplated herein. 
         [0017]    An example computing device may be configured to receive a plurality of data points corresponding to one or more clients locally or remotely communicating with the computing device. For example, the plurality of data points may take the form of identification data individualizing a specific and particular client. From the plurality of data points, the computing device can then authenticate the client. The computing device may also be configured to determine the apparatus the client is using. Then, the computing device would propagate configuration data towards the client&#39;s apparatus. 
         [0018]    Referring now to the figures,  FIG. 1  is a simplified block diagram of a system  100 , according to an exemplary embodiment herein described. Components which may be included in the architecture of system  100  are one or more apparatus  105 - 108 , communication means  110 , website or server  115 , data base  120 . The architecture of system  100  may also include equipment  130 , data base  135 , software and operating systems (OS). 
         [0019]    Generally speaking, apparatus  105 - 108  include any Internet enabled device such as personal digital assistant (PDA), laptop, desktop, electronic book, tablets and the like capable of accessing the Internet may implement the various embodiments described herein. While apparatus  105 - 108  are generally discussed within the context of the description, the use of any device having similar functionality is considered to be within the scope of the present embodiments. 
         [0020]    In one embodiment, website or server  115  interacts with apparatus  105 - 108 , client device  130  via link  110  depicted as a cloud. In one embodiment, link  110  extends over great distance and is a cable, satellite or fiber optic link, a combination of such links or any other suitable communications path. In other embodiments, link  110  extends over a short distance. In other embodiments, link  110  may be a local area network, or may be network connections between geographically distributed systems, including network connection over the Internet. In other embodiments, link  110  is wireless. In some embodiments, link  110  comprises Satellite communication, which is generally a geo-synchronous satellite system such as global positioning system (GPS). In one embodiment, satellite  110  is low earth orbit satellite system. In other embodiments, the use of any system having similar functionality is considered to be within the scope of the present embodiments. In some embodiments, link  110  comprise a Cellular system, which is generally a wireless infrastructure supporting cellular network functionality. In one embodiment, cellular system  110  is a small area wireless system. In other embodiments, cellular system  110  is a wide area wireless system. In other embodiments, cellular system  110  is a Wi-Fi system. In other embodiments, the use of any wireless system having similar functionality is considered to be within the scope of the present embodiments. The infrastructure is architected to provide the appropriate and necessary wireless/communication services offered by the network service provider. The network service provider manages the network to provide its service offerings to its wireless/mobile users in a manner consistent with the consumer expectations. For example, wireless/mobile users (e.g., users of smart phones, computers and the like purchasing various service offerings) very near perfect data services, glitch-free streaming media and the like. 
         [0021]    Link  110  may be an access network. In one embodiment, network  110  is a virtual private network (VPN). In other embodiments, any network having similar functionality is considered to be within the scope of the present embodiments. 
         [0022]    Generally speaking, website or server  115  includes any computing device depicted in  FIG. 3 . While computing device  115  is generally discussed within the context of the description, the use of any computing device having similar functionality is considered to be within the scope of the present embodiments. 
         [0023]    In some embodiments, computing device  115  may be configured to determine a specific plan associated with a particular client. Computing device  115  may also be configured to perform the functions such as authenticating users and clients at login, monitoring, updating clients&#39; account and providing configuration data to apparatus  105 - 108 , which may be configured to communicate and exchange data with computing device  115  via communication means  110 . Communication information comprises information useful in ascertaining or inferring the connections between computing device  115  and/or apparatus  105 - 108  and so on. That is, communication information is information provided by computing device  115  from the subjective perspective of the computing device. Communication information illustratively includes, but is not limited to, notification messages, destination device and the like. 
         [0024]    Operating information comprises status/operating information associated with the operating state of a specific device and/or the sub-elements associated with that device. Status/operating information illustratively includes, but is not limited to, information providing operating status/alarm indicators, including information pertaining to metrics such as utilization level, apparatus pass/fail indication, unresponsive apparatus and the like. 
         [0025]    (Data Base) DB  120  stores data which may be generated by and used by one or more of the programs of computing device  115  memory. In one embodiment, DB  120 ,  135  may be implemented as a single database. In some embodiments, multiple databases are implemented in any of the arrangements known to those skilled in the art. 
         [0026]    Components of system  100  may be configured to operate in an interconnected manner with each other and/or with other components coupled to respective systems. For example, equipment  130  may be added to the architecture in a scalable fashion. In one embodiment, system  100  may initially leave out equipment  130 . The functions of equipment  130  would then be performed within computing device  115 , including but not limited to implementing data base  135 . DB  135  include but is not limited to storing information about a client&#39;s supply inventory, employee ID, employee assignment, assigned apparatus or device ID, employee schedule and the like. In some embodiments, the functions of equipment  130  are migrated and implemented in equipment  130 . 
         [0027]      FIG. 2  depicts a high-level block diagram of an implementation according to the system of  FIG. 1 . 
         [0028]    Although primarily depicted and described with respect to apparatus  105 ,  108 , client 1 associated with (Data Base) DB A ( 201 ), DB Z ( 202 ) and client N associated with DB A ( 203 ), DB Z ( 204 ), it will be appreciated that the architecture may be divided in any other suitable division for providing the services associated with system  100 . 
         [0029]    In one embodiment, system  100  includes one (1) apparatus  105  and one (1) client. In one embodiment, the client is a hotel. Apparatus  105  may be a smart device, which is configured to provide a worker or agent associated with the specific apparatus with a list of all check-outs and check-ins of the prior day to set-up the cleaning for each room based on arrival times in conjunction with check-outs. In some embodiment, configuration data propagated towards apparatus  105  comprises a link, a compounded link and the like. In other embodiments, configuration data propagated towards apparatus  105  comprises discrete data or series of data points orchestrated in a synchronous manner. In yet other embodiments, the configuration data expires after a set time or cascaded expiration time. 
         [0030]    In another embodiment, system  100  includes a plurality of apparatus  105  associated with one (1) client. In yet another embodiment, system  100  includes a plurality of apparatus  105 - 108  associated and with a plurality of clients. Although primarily depicted and described with respect to the aforementioned embodiments, it will be appreciated that the architecture may be designed in any other suitable arrangement for providing the services associated with system  100 . 
         [0031]      FIG. 3  depicts an exemplary computing device suitable for use in the system depicted in  FIG. 1 . Computing device  115  may include power supplies  301 , a processor  302 , a memory  303  for storing instructions and the like, a user interface  304 . Power supply  301  provides power to computing device  115 . As such, the power supply may include, for example backup batteries. Other power supply configurations are possible as well. Processor  302  included in computing device  115  may comprise one or more general-purpose processors and/or one or more special-purpose processors (e.g., image processor, digital signal processor, vector processor, etc.). To the extent that computing device  115  includes more than one processor, such processors could work separately or in combination. Computing device  115  may be configured to control functions of system  100  based on input received from one or more clients via user interface  304 , for example. 
         [0032]    Memory  303  may comprise one or more volatile and/or nonvolatile storage components such as optical, magnetic, and/or organic storage and memory  303  may be integrated in whole or in part with computing device  115 . Memory  303  may contain instructions (e.g., applications programming interface, configuration data) executed by processor  302  in performing various functions of system  100 , including any of the functions or methods described herein. Memory  303  may further include instructions executable by processor  302  to control and/or communicate with the additional components. 
         [0033]    Peripherals may include speaker  314 , microphone  315 , and screen  316 . Speaker  314  may be configured to output audio to the user of system  100 . Similarly microphone  315  may be configured to receive audio from a user of system  100 . Screen  316  may comprise one or more devices used for displaying information to the user of computing device  115 . Screen  316  may comprise a touchscreen used by a user to input commands to computing device  115 . As such, a touchscreen may be configured to sense at least one of a position in the movement of a user&#39;s finger via capacitive sensing, or a surface acoustic wave process among other possibilities. Generally, a touchscreen may be capable of sensing finger movement in a direction parallel or perpendicular to the touchscreen surface of both, and may also be capable of sensing a level of pressure applied to the touchscreen surface. A touchscreen comes in different shapes and forms. 
         [0034]    Computing device  115  may include one or more elements in addition to or instead of those shown. 
         [0035]    System  100  is developed mainly on two platforms namely, Apparatus application  215  and Server application  216 . Apparatus application  215  is developed using JAVA and Eclipse as SDK (Software Development Kit). Server application  216  is developed using PHP language and MySQL as data base. Languages equivalent to JAVA and Eclipse, PHP and MySQL may be used to build Apparatus application  215  and Server application  216 . Various APIs ( 308 ,  309 ,  310 ,  311 ,  312 ,  313 ) are used for the various functions (described in greater details infra) of system  100 . For example, (Representational State Transfer) REST API  308 , Wireless/IP Communication System API  317  (HTTP) are mainly used for web services. REST APIs are also used to connect database on the server with Apparatus application  215 . 
         [0036]    These APIs are also used in various embodiments for transferring data from Server application  216  to Apparatus application  215 . Although depicted and described with respect to the aforementioned APIs, it will be appreciated by those skilled in the art that other APIs having similar functionality are considered to be within the scope of the present embodiments. 
         [0037]    In one embodiment, APIs ( 308 ,  309 ,  310 ,  311 ,  312 ,  313 ) are used for passing Email and password parameters from Apparatus application  215  to Server application  216  and used to validate the login of the agent or worker. 
         [0038]    In one embodiment, APIs ( 308 ,  309 ,  310 ,  311 ,  312 ,  313 ) transfer Email parameters from Apparatus application  215  to Server application  216  and new password is sent to the agent&#39;s or worker&#39;s email. 
         [0039]    In one embodiment, APIs ( 308 ,  309 ,  310 ,  311 ,  312 ,  313 ) pass Agent or worker&#39;s ID (identification), supervisor ID, date, time parameters from Apparatus application  215  to Server application  216  to get the list of task on that particular date assigned to a particular agent or worker. 
         [0040]    In one embodiment, Start time, QR code, room number parameters or location identifier are passed by APIs ( 308 ,  309 ,  310 ,  311 ,  312 ,  313 ) from Apparatus application  215  to Server application  216 . 
         [0041]    In one embodiment, End time, Job ID parameters are passed by APIs ( 308 ,  309 ,  310 ,  311 ,  312 ,  313 ) from Apparatus application  215  to Server application  216  and images are uploaded using an API to pass “before” and “after” images or photographs to Server application  216 . 
         [0042]    Although depicted and described with respect to an embodiment in which each of the APIs, engines, databases, and tools is stored within memory  303 , it will be appreciated by those skilled in the art that the APIs, engines, database, and/or tools may be stored in one or more other storage devices internal to computing device  115  and/or external to computing device  115 . The APIs, engines, databases, and/or tools may be distributed across any suitable numbers and/or types of storage devices internal and/or external to computing device  115 . 
         [0043]    The APIs, engines and tools may be activated in any suitable manner. In one embodiment, for example, the APIs, engines and tools may be activated in response to manual requests initiated by a user, in response to automated requests initiated by computing device  115 , or other devices and the like, as well as various combinations thereof. 
         [0044]    For example, where an engine or tool is activated automatically, the engine or tool may be activated in response to scheduled requests, in response to requests initiated by computing device  115  based on processing performed at computing device  115  or apparatus  105 - 108 . 
         [0045]      FIG. 4  depicts one embodiment of a method for providing smart, impeccable service and accountability. Specifically,  FIG. 4  depicts a flow diagram of a method  400  adapted for use in implementing the application of system  100 . 
         [0046]    Various embodiments operate to provide a flexible tool that can be tuned to achieve some of the above outlined objectives without sacrificing others. For example, in one embodiment a guest books or reserves a room. Subsequently the guest sends an email confirming the booking or reservation. The client/establishment sends an email to the guest with a check list to inquire about any special needs and obtains possible arrival time. The appropriate department is informed of any special needs and arrival time. As such, necessary arrangements are made to accommodate the guest. In one embodiment, the housekeeping department of an establishment receives on apparatus  105 - 108  a list of all check-outs and check-ins prior day. Housekeeping will be given an arrival time so room or location  205 - 206  can be prepped. If issues arise, they can be dealt with. Each room location  205 - 206  will have a vacant time, which will be triggered when room or location  205 - 206  is checked out. 
         [0047]    At step  405 , the client&#39;s administration, staff or designated party creates supervisor users, who can log into server  115  to create workers and assign tasks to the workers. Referring to box  406 , the category of supervisors includes maintenance, housekeeping, kitchen, security and the like. Although depicted and described with respect to the category of supervisors herein listed, it will be appreciated by those skilled in the art that the category is specific to an industry. The category of supervisors may be chosen across specific industries in any suitable category. 
         [0048]    At step  410 , a worker or agent associated with an apparatus  105 - 108  is notified on the apparatus with details of a task. In one embodiment, the apparatus is a smart device. In some embodiment, the details of the task include room number or location identifier, task description. In one embodiment, room  205 - 206  contains the details of the rooms of an establishment such as a hotel. The details of room  205 - 206  include the room&#39;s ID, room number, the room type (Presidential, Queen, King), the status of room  205 - 206  (occupied or vacant) and hotel ID. 
         [0049]    At step  415 , subsequent to notification being sent to the worker or agent, the corresponding data base is updated. Referring to box  416 , in one embodiment the data base is populated with the job identification, the job title, the job description, the room number  205 - 206  or location identifier and room type. 
         [0050]    At step  420 , the worker or agent associated with a specific apparatus  105 - 108  acknowledges the notification by signing into the assigned location or room  205 - 206 . Referring to box  421 , in one embodiment the worker scans the bar code (QR Code) using apparatus  105 - 108  associated with the worker or agent. As such, a timestamp is created recording the time the worker entered the room or location  205 - 206 . The bar code is placed in an inconspicuous area of the room or location  205 - 206 . In another embodiment, the worker logs into a Wi-Fi Access point using the apparatus associated with the worker or agent. Again, a timestamp is created recording the time the worker or agent entered the room or location  205 - 206 . The Wi-Fi Access point is also placed in an inconspicuous area of the room or location  205 - 206 . 
         [0051]    At step  425 , the worker or agent uploads the “before” images or photos of the room or location. Referring to box  426 , in one embodiment subsequently (after signing into the room or location  205 - 206 ) the worker or agent takes a photo of the room or location before performing the assigned task, for example cleaning room  205 - 206 . Thus, the state of room  205 - 206  before the task is performed is recorded and saved. In another embodiment, the apparatus associated with the worker or agent proceeds to take the photo upon sign-in. The apparatus then instructs the worker or agent to aim at the different areas of room  205 - 206  to be photographed. 
         [0052]    At step  430 , the worker or agent performs the assigned task. In one embodiment, a check list is presented to the worker or agent to check off all items used in performing the task. As such, inventory may be controlled and optimized. 
         [0053]    At step  435 , the worker or agent uploads the “after” images or photos of room or location  205 - 206 . Referring to box  436 , in one embodiment after completing the task, the worker or agent takes a photo of room or location  205 - 206  after performing the assigned task, for example cleaning room  205 - 206 . Thus, the state or condition of room  205 - 206  after the task is performed is recorded and saved. In another embodiment, photos of damaged areas are taken. 
         [0054]    At step  440 , the worker or agent associated with a specific apparatus  105 - 108  signs out of the assigned location or room  205 - 206 . As such, a timestamp is created recording the time the worker entered room or location  205 - 206 . The bar code is placed in an inconspicuous area of room or location  205 - 206 . In another embodiment, the worker logs into a Wi-Fi Access point using the apparatus associated with the worker or agent. Again, a timestamp is created recording the time the worker or agent entered room or location  205 - 206 . The Wi-Fi Access point is also placed in an inconspicuous area of room or location  205 - 206 . 
         [0055]    At step  445 , a report is generated. Referring to box  446 , the report outlines the items used, the status of the assigned room or location  205 - 206 . The status indicates if the room or location is closed, open, work is in progress (WIP) or no access. In one embodiment, the status would indicate that an issue exists requiring that room  205 - 206  be escalated. For example, if a maintenance issue exists the worker or agent would so note in the comment area provided in the apparatus. A photo would be taken and forwarded to the appropriate party. The status of the room would indicate that this room has been escalated due to repairs. In such case, a request for a work order for repairs will go through maintenance. The corresponding data base would be updated. Front desk will be aware of the status of room or location  205 - 206  and act accordingly. In one embodiment, room or location  205 - 206  is pushed back for a later check-in. In another embodiment, the status will be escalated until maintenance scans into the room and complete the needed repairs, takes photos, lists the materials used and change the status to complete and signs out of room  205 - 206 . An updated report would be generated and all parties concerned would be so alerted. Although depicted and described with respect to a particular report, it will be appreciated by those skilled in the art that the report could be tailored for any suitable objective. 
         [0056]    At step  450 , corresponding data bases are updated. Although primarily depicted and described herein with respect to the “room or location” embodiments, it will be appreciated that the algorithm may be used in other embodiments. 
         [0057]    Although various embodiments which incorporate the teachings of the present invention have been shown and described in detail herein, those skilled in the art can readily devise many other varied embodiments that still incorporate these teachings.