International Business Machines Corporation

Other

Kyndryl, Inc.

John Arthur Ricketts

Steven M Kagan

Robert Haas

James Steven Luke

John W Bell

William Stephen Schaefer

Les Keay

Sandeep Khanna

Craig Alan Keenan

William M Thompson

Katherine C Hegmann

George M Grecu

Philip J Morales

A method, system and computer-readable medium for analyzing contact studies for a call service center is presented. The method includes the steps of: acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period; retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design; selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data; automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and creating a chart using the appropriate chart format and the data parameters. The steps in the method may all be automatically performed by an Analyzer logic.

Method and system for analyzing contact studies

A computing device may determine that a policy event to initiate data destruction for a first set of data has been triggered. The first set of data may be located on a first file. The computing device may delete, in response to the determining, a first security key used for decrypting the first set of data. The computing device may delete, in response to the determining, one or more transaction log entries associated with the first set of data. The one or more transaction log entries may include a copy of the first set of data. The one or more transaction log entries may be a part of a transaction log. The transaction log may be a second file that stores a history of each data change within the database.

Verifiable data destruction in a database

A computer implemented method, system, and/or computer program product manages capacity in a service-provider system. A software model of a physical service-provider system is created and stored in memory. A parameter for running the software model with real-time metrics from the physical service-provider system as inputs to the software model is established. If the parameter is met, then the software model is run using the real-time metrics from the physical service-provider system as inputs. A pre-determined action, which adjusts policies for, and capacity in, the service-provider system and is prescribed by a specific model output, is established. If the specific model output, which resulted from using the real-time metrics from the physical service-provider system as inputs for running the software model, is output from the software model, then the pre-determined action is executed.

Forecast-less service capacity management

A system and method of managing business process calendars. A method of managing a process includes defining at least one process to be performed by a first entity for at least one second entity, and associating a first subset of a plurality of tasks of the at least one process with the first entity. The method further includes associating a second subset of the plurality of tasks with the at least one second entity, and creating a process calendar based upon the at least one process and the plurality of tasks. The method additionally includes displaying the process calendar.

Managing business process calendars

A method and system to optimally route telephone calls between shared service centers is presented. Using a combination of service tiers, Agent Directory, Instant Messaging (IM), and Voice over Internet Protocol (VoIP) provides optimal routing of incoming calls for assistance. The method utilizes different protocols during normal operations, transitional operations, and emergency operations, and addresses Shared Service Center (SSC) planning and management.

Call routing between shared service centers

A computer implemented method, system, and/or computer program product manages capacity in a service-provider system. A software model of a physical service-provider system is created and stored in memory. A parameter for running the software model with real-time metrics from the physical service-provider system as inputs to the software model is established. If the parameter is met, then the software model is run using the real-time metrics from the physical service-provider system as inputs. A pre-determined action, which adjusts capacity in the service-provider system and is prescribed by a specific model output, is established. If the specific model output, which resulted from using the real-time metrics from the physical service-provider system as inputs for running the software model, is output from the software model, then the pre-determined action is executed.

Under the present invention when a business process is desired to be outsourced from a client (e.g., a company or governmental unit) to a third party outsourcer, an outsourcing project is initially planned. Typically, the plan includes a plurality of overlapping phases that extend over several time periods. Thereafter, a cost for implementing the outsourcing project is estimated. Should the cost exceed a planned budget of the client, the excess/investment is addressed while an agreement between the client and the outsourcer for the outsourcing project is being reached. This can involve reducing scope, restructuring the overlapping phases to reduce or eliminate the excess cost, and/or integrating funding options to address the cost as part of the agreement.

Method, system and program product for funding an outsourcing project

Under the present invention, a call center study is planned and managed. Specifically, a call center study is first designed based on specific parameters such as customer segments, products, call types and population size. Thereafter, target values and assumed resource values are provided so that a target sample size and a required resources value can be computed. The call center study can then be planned based on the target sample size and required resources. As the study is being performed, calls will be tracked and monitored so that actual sample sizes can be determined. These values will be used to compute actual accuracy levels for the study, which will be compared to a previously provided target accuracy level. Based on this comparison, it can be decided whether the study should be terminated or continued.

Method, system and program product for planning and managing a call center study

A method and system for classifying small collections of hi-value entities with missing data. The invention includes: collecting measurement variables for a set of entity cases for which classifications are known; calibrating standard weights for each measurement variable based on historical data; computing compensating weights for each entity case that has missing data, computing case scores for each of one or more dimensions as a sum-product of compensating weights and variables associated with each dimension; executing an iterative process that finds a specific combination of compensation weights that best classify the entity cases in terms of distinct scores; and applying a resulting model, which is determined by the specific combination of compensation weights, to classify other entity cases for which the classifications are unknown.

Classification for small collections of high-value entities

Disclosed are a method, a system and a computer program for managing services of human resources. The method comprises the steps of modeling human resources delivery services from a services provider to a client company to determine outputs from inputs and constraints; and constructing an objective function representative of services resources at said services provider. The method also comprises the steps of determining optimum levels of human resources based on said modeling, said constraints, and said objective function; and allocating said human resources based upon said optimum levels. Preferably, said optimum levels of resources are determined over tiers, sites and time periods. The preferred embodiment of the invention is a system and a method for resource allocation on BTO projects. This preferred system includes an optimization model, along with its inputs and outputs. This system may be used to address dynamic client needs before and during BTO projects.

Resource optimization system, method and computer program for business transformation outsourcing with reoptimization on demand

A method of managing capacity in a business process on demand for providing a service to a service requester. The method comprises the steps of providing a business process having one or more service inputs, at least one service output, at least one capacity constraint having a capacity level and a queue located ahead of the capacity constraint having an upper queue threshold and a lower queue threshold. The method further comprises gathering with a performance monitoring subsystem a set of business process data, and adjusting with a capacity management subsystem the capacity level of the capacity constraint in response to the set of business process data gathered by the performance monitoring subsystem.

Method and system of managing a business process

Disclosed are a method, system and computer program for managing multiple projects. The method comprises the steps of defining a plurality of projects requiring resources, each of said projects having a project manager; and managing said resources with resource buffers and replenishment times. Said replenishment times are incorporated by said project manager, into resource view plans for said plurality of projects. The preferred embodiment of the invention employs a technique called Replenishment to manage resources when Critical Chain (CC) is used on diverse projects. This embodiment of the invention overcomes problems with the Strategic Resource approach by (1) not requiring identification of a common strategic resource, (2) providing heuristics to determine how much spare capacity to provide for each resource type, and (3) allowing projects to be started or completed on demand.

Method and system for planning and managing multiple projects on demand with critical chain and replenishment

Studies of call center activities are performed by using a tool having timer buttons for timing call activities during a live or recorded call. Code values are assigned to specific activities and activity subtypes. The calls are assigned to a plurality of reviewers who gather data using the tool. Reviewer data is consolidated into a master database. The data is normalized with agent performance ratings. The normalized data is analyzed statistically to determine leverage points for improvement.

Growing community of inventors

Clarendon Hills, IL, United States of America

John Arthur Ricketts