Tracking Systems

We use the term Tracking System to describe systems that capture and monitor all the "widgets" at the heart of a business process. Widgets are any physical or abstract entities that can be counted - events, incidents, cases, orders, tickets, or circuits. We've developed systems to track:

• how many calls came in (who, when, nature of the call)
• how many incidents have occurred (when, where, description, resolution)
• how many appointments are scheduled (who, when, where, reason)
• how many messages have been sent (to whom, when, where, description)
• how many technicians have completed their work (who, what, when, where)

Data can be fed into the system automatically (external applications or data sources) or manually (web applications), and stored in a normalized relational database. Users can search and report on the collected data using a custom and intuitive interface designed to minimize training and maximize speed.

Dexter's tracking systems easily scale up to handle millions of "widgets" and are often bundled with features (such as audit trails) that enable users to point and click and see a complete history of each item.

  Workflow Systems

A Workflow System is similar to a Tracking System but also includes:

• an enhanced set of process-specific business rules
• the capability to move work between different departments (or buckets)
• automated messaging, data collection, and decision making

Organizations implement custom workflow systems to control their work flow, not just track it. If an order or incident needs to be worked on by specialized group (engineering, legal, human resources) then the item can be routed to that group. At any point in time users can get an instant line of sight to the status and owner of each and every item.

Complex workflow systems collect data from dozens of external systems and data sources, pulling together disparate process data and storing it one place.

Dexter's workflow systems often make extensive use of automated messaging to alert mobile workers, customers, business partners, or government agencies when certain conditions apply.

  Reporting Systems

Our Reporting Systems automatically collect and store large amounts of process data, often from disparate sources. They enable process owners to get "line of sight" summaries, and then drill down all the way to the finest details.

We believe successful reporting systems have the following features:

• They should enable you to prove the numbers. A summary report that fits on one sheet of paper is nice, but the system should provide the ability click on a summarized number and trace through intermediate levels back to the raw data.

• As the amount of data grows (usually linearly), the processing and aggregation time should grow at a lesser rate (logarithmically). We've found that a proper design of database architecture and aggregation algorithms can accomplish this.

• Once a data collection and storage schema have been established, users should be able to define their own reports and store them in a Report Library. Other users should be able to search the library and find reports that are similar to their needs. Secondary users can use the report, or copy it and use it as a model for their own needs. Over time, the collection of adhoc reports grows and becomes a valuable resource to the enterprise.