A Study on the Reliable and Flexible Implementation of Workforce Management Using Business Process Management

In recent years, global telecommunication service providers are struggling to survive through service convergence, integration, and bundling. In these circumstances the telcos hope to maintain their network stable but catch up with the brand-new business trends. Therefore they also want to diagnose the process related to the network operations management and improve it into the optimum. In this paper, the flexible and reliable architecture of workforce management, which is part of the network operations management, will be studied as follows: First, we will mention the business process of workforce management related to service assurance in telecom sector. Second, we design and model the workforce management's activities according to the Business Process Management (BPM). And the specific implementation is discussed. By adopting the BPM, the network service providers can track and monitor their current status of workload, workforce. They can modify their workforce management into more easily integrated and process-based architecture.