Method, system, and software for enterprise action management

• US 20030018510A1
• Filed: 04/01/2002
• Published: 01/23/2003
• Est. Priority Date: 03/30/2001
• Status: Abandoned Application

• Current Assignee: E-Know
• Original Assignee: E-Know
• Inventors: Sanches, Manuel J.
• Application Number:
  US10/112,048
• Publication Number:
  US 20030018510A1
• Time in Patent Office: Days
• US Class Current: 705/9
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A computer implemented method, system, and software of planning and managing an initiative, includes planning the initiative by determining the initiative tasks; generating an action plan including action items to accomplish the initiative tasks; and generating a dynamic organizational model to support the execution of the action plan, the organizational model comprising initiative participants, relationships between the initiative participants, and attributes of the initiative participants. Initiative participants are identified for assigning action items with reference to the organizational model and the identified initiative participants are notified.

Claims

1. A computer implemented method of planning and managing an initiative, the method comprising the steps of:

planning the initiative by determining the initiative tasks;

generating an action plan including action items to accomplish the initiative tasks; and

generating a dynamic organizational model to support the execution of the action plan, the organizational model comprising initiative participants, relationships between the initiative participants, other business entities, and attributes of the initiative participants and the other business entities.

2. The computer implemented method of planning and managing an initiative according to claim 1, wherein the step of generating an organization model is itself an initiative.

3. The computer implemented method of planning and managing an initiative according to claim 2, wherein the step of generating an organizational model comprises:

identifying an initial set of initiative participants including attributes and relationships associated therewith, with reference to user input and/or existing organizational information;

generating notifications and queries to the initial set of initiative entities and/or related participants;

collecting responses to the generated notifications and queries; and

iteratively updating the initial set of initiative participants by adding or deleting initiative participants and/or altering the attributes and relationships associated therewith based on the collected responses.

4. The computer implemented method of planning and managing an initiative according to claim 1, further comprising the step of:

identifying initiative participants for assigning action items with reference to the organizational model; and

notifying the identified initiative participants of the assigned action items.

5. The computer implemented method of planning and managing an initiative according to claim 4, wherein the step of notifying the identified initiative participants of the assigned action items includes providing instructions and/or training on how to complete the assigned action items.

6. The computer implemented method of planning and managing an initiative according to claim 4, wherein the step of identifying the initiative participants includes identifying based on attributes or roles of the initiative participants.

7. The computer implemented method of planning and managing an initiative according to claim 4, wherein the step of identifying the initiative participants includes iteratively collecting responses from other initiative participants regarding assignment of action items.

8. The computer implemented method of planning and managing an initiative according to claim 4, wherein the step of identifying initiative participants for assigning action items includes evaluating the results or outcomes of prior action items.

9. The computer implemented method of planning and managing an initiative according to claim 1, wherein the initiative participants include one or more employees, contractors, agents, vendors, or customers of an organization.

10. The computer implemented method of planning and managing an initiative according to claim 1, wherein two action items are chained such that one action item is only initiated when a previous action item is at least partially completed.

11. The computer implemented method of planning and managing an initiative according to claim 1, wherein the step of generating an action plan comprises receiving input from action directors, business process teams, and content authors.

12. The computer implemented method of planning and managing an initiative according to claim 4, further comprising providing action support teams that assist and monitor the execution of assigned action items.

13. The computer implemented method of planning and managing an initiative according to claim 12, wherein the action support teams include call center or web based interactive response teams.

14. The computer implemented method of planning and managing an initiative according to claim 1, wherein the action items include one or more of notifications and communications, queries, surveys, and data forms, assignments of roles and tasks, training and instructions, and directives to perform certain actions.

15. The computer implemented method of planning and managing an initiative according to claim 4, further comprising the step of tracking the execution of action items.

16. The computer implemented method of planning and managing an initiative according to claim 15, wherein the execution of an action item includes the steps of:

targeting an initiative participant for assigning the action item;

notifying the targeted initiative participant of the assigned action item;

interactively communicating with the targeted initiative participant regarding completing the assigned action item; and

recording outcome of the assigned action item.

17. The computer implemented method of planning and managing an initiative according to claim 16, wherein the step of targeting an initiative participant comprises using personnel or other organizational profiles, previous action items, or receiving user input.

18. The computer implemented method of planning and managing an initiative according to claim 16, wherein the step of notifying the targeted initiative participant includes providing one or more of e-mail messages, voice mail messages, pager or PDA alerts, facsimile, or mail messages.

19. The computer implemented method of planning and managing an initiative according to claim 16, wherein the step of interactively communicating with a targeted initiative participant includes providing web forms or questionnaires, and receiving and verifying inputs responsive to the web forms or questionnaires.

20. The computer implemented method of planning and managing an initiative according to claim 19, wherein the step of interactively communicating with a targeted initiative participant further includes authenticating the initiative participant, providing action item specific training, instructions, or content to the initiative participant, validating the input of the initiative participant against rules or additional information, and/or confirming the input of the initiative participant with the input of a confirmation entity.

21. The computer implemented method of planning and managing an initiative according to claim 16, wherein the step of recording outcome of the action item includes the steps of updating the action item completion status, generating reports or feedback regarding outcome of action items, initiating new action items dependent on the outcome of the action item, and/or modifying the targeting of initiative participants for particular action items.

22. The computer implemented method of planning and managing an initiative according to claim 16, wherein the step of tracking the execution of action items comprises generating reports and measures of the progress of action item completion for individual action items as well as for groups of action items.

23. The computer implemented method of planning and managing an initiative according to claim 16 wherein the step of tracking the progress of action items comprises tracking the completion of action items and escalating the notifications if the completion of action items lag behind defined parameters.

24. The computer implemented method of planning and managing an initiative according to claim 23, wherein the defined parameters include one or more of target dates, response content, input from others, and

wherein escalating the notifications includes one or more of changing the notification media, notifying other initiative participants, or reassigning action items to other initiative participants.

25. The computer implemented method of planning and managing an initiative according to claim 24, wherein the escalating the notification is performed in stages corresponding to target date approaching, target date reached, or target date past due, and wherein the escalating steps are different at the different stages.

26. The computer implemented method of planning and managing an initiative according to claim 25, wherein the escalating steps comprise notifying using a different notification media when the target date is approaching, notifying a supervisor when the target date is reached, and reassigning the action item when the action item is past due the target date.

27. The computer implemented method of planning and managing an initiative according to claim 3, wherein the step of generating the organization model further comprises updating and regenerating the organizational model based on outcomes of action items.

28. The computer implemented method of planning and managing an initiative according to claim 4, wherein the step of notifying the identified initiative participants comprises personalizing the content of the action item.

29. The computer implemented method of planning and managing an initiative according to claim 28, wherein the step of personalizing the content of the action item is performed by using the attributes of the initiative participant and/or other information stored in the organizational model.

30. A computer readable medium having program code recorded thereon for planning and managing an initiative, the program code configured to cause a computing system to perform the following steps:

planning the initiative by determining the initiative tasks;

generating an action plan including action items to accomplish the initiative tasks; and

generating a dynamic organizational model to support the execution of the action plan, the organizational model comprising initiative participants, relationships between the initiative participants, other business entities, and attributes of the initiative participants and the other business entities.

31. The computer readable medium according to claim 30, having program code configured such that the step of generating an organizational model comprises:

identifying an initial set of initiative participants including attributes and relationships associated therewith, with reference to user input and/or existing organizational information;

generating notifications and queries to the initial set of initiative participants and/or related entities;

collecting responses to the generated notifications and queries; and

iteratively updating the initial set of initiative participants by adding or deleting initiative participants and/or altering the attributes and relationships associated therewith based on the collected responses.

32. The computer readable medium according to claim 30, having program code configured to further perform the steps of:

identifying initiative participants for assigning action items with reference to the organizational model; and

notifying the identified initiative participants of the assigned action items.

33. The computer readable medium according to claim 32, having program code configured to further perform the step of tracking the execution of action items.

34. The computer readable medium according to claim 33, having program code configured such that the execution of an action item comprises:

targeting an initiative participant for assigning the action item;

notifying the targeted initiative participant of the assigned action item;

interactively communicating with the targeted initiative participant regarding completing the assigned action item; and

recording outcome of the assigned action item.

35. The computer readable medium according to claim 34, having program code configured such that he step of targeting an initiative participant comprises using personnel other organizational profiles, previous action items, or receiving user input.

36. The computer readable medium according to claim 34, having program code configured such that the step of notifying the targeted initiative participant includes providing one or more of e-mail messages, voice mail messages, pager or PDA alerts, facsimile, or mail messages.

37. The computer readable medium according to claim 34, having program code configured such that the step of interactively communicating with a targeted initiative participant includes providing web forms or questionnaires, and receiving and verifying inputs responsive to the web forms or questionnaires.

38. The computer readable medium according to claim 37, having program code configured such that the step of interactively communicating with a targeted initiative participant further includes authenticating the initiative participant, providing action item specific training, instructions, or content to the initiative participant, validating the input of the initiative participant against rules or additional information, and/or confirming the input of the initiative participant with the input of a confirmation entity.

39. The computer readable medium according to claim 34, having program code configured such that the step of recording outcome of the action item includes the steps of updating the action item completion status, generating reports or feedback regarding outcome of the action items, initiating new action items dependent on outcome of the action item, and/or modifying the targeting of initiative participants for particular action items.

40. The computer readable medium according to claim 34, having program code configured such that the step of tracking the execution of action items comprises generating reports and measures of the progress of action item completion for individual action items as well as for groups of action items.

41. The computer readable medium according to claim 34, having program code configured such that the step of tracking the execution of action items comprises tracking the completion of action items and escalating the notifications if the completion of the action items lag behind defined parameters.

42. The computer readable medium according to claim 41, having program code configured such that the defined parameters include one or more of target dates, response content, input from others, and

wherein escalating the notifications includes one or more of changing the notification media, notifying other initiative participants, or reassigning action items to other initiative participants.

43. The computer readable medium according to claim 42, having program code configured such that the escalating of the notifications is performed in stages corresponding to target date approaching, target date reached, and target date past due, and wherein the escalating steps are different at the different stages.

44. The computer readable medium according to claim 43, having program code configured such that the escalating steps comprise notifying using a different notification media when the target date is approaching, notifying a supervisor when the target date is reached, and reassigning the action item when the action item is past due the target date.

45. The computer readable medium according to claim 31, having program code configured such that the step of generating the organization model further comprises updating and regenerating the organizational model based on outcomes of action items.

46. The action item management system for planning and managing an initiative comprising:

an action planning unit for generating an action plan comprising action items to complete the initiative tasks;

an action management database for storing a dynamically generated organizational model and information relating to the action items;

an action item scheduler for assigning and scheduling action items;

an action item notifier for notifying initiative participants of assigned action items; and

an action item response unit for receiving action item responses from initiative participants and updating the action management database,

wherein the action planning unit iteratively and dynamically generates the organizational model based on organizational information and responses received from initiative participants.