Service management system

• US 20040148178A1
• Filed: 01/24/2003
• Published: 07/29/2004
• Est. Priority Date: 01/24/2003
• Status: Abandoned Application

• Current Assignee: Marshall D. Brain II
• Original Assignee: Marshall D. Brain II
• Inventors: Brain, Marshall D. II
• Application Number:
  US10/350,980
• Publication Number:
  US 20040148178A1
• Time in Patent Office: Days
• US Class Current: 705/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

An expert system for managing a service operation, including an automated management system for managing a service operation, including software running on at least one computer and communications devices for allowing the computer to communicate with human and machine sensors and effectors, for providing automated task management and input/outputs.

Claims

1. An automated management system for managing a service operation, comprising:

software running on at least one computer and

communications devices for allowing the computer to communicate with human and machine sensors and effectors,

wherein the software includes process control programs and logistics programs for managing at least one service function; and

the communications devices include at least one human and at least one automated information input device and at least one information output device connected to the at least one computer.

2. The system of claim 1, wherein the human input and output device is a two-way aural/vocal personal communication device.

3. The system of claim 1, wherein the automated input sensors are local devices such as inventory monitors, cash registers, time clock, position trackers, and the like.

4. The system of claim 1, wherein the automated input sensors are remote devices such as computers and computer networks.

5. The system of claim 1, wherein the automated output devices are selected from the group consisting of fax, telephone, e-mail, video screen, and loudspeaker.

6. The system of claim 1, wherein the human input and output devices are selected from the group consisting of computer terminals and alert buttons.

7. The system of claim 1, wherein the system is in communication with a multiplicity of systems.

8. The system of claim 1, wherein the process control programs include quality control programs.

9. The system of claim 1, wherein the devices and at least one computer are connected via a wireless connection.

10. An automated management system for managing a service operation, comprising:

software running on at least one computer comprising process control programs and logistics programs for managing at least one service function;

and at least one communications device comprising at least one information output device and at least one information input device, the information input device comprising at least one automated input device and at least one human input device, wherein the devices are connected to the at least one computer.

11. The system as in claim 10 wherein the process control programs include quality control programs.

12. The system as in claim 11 wherein the logistics programs include inventory management programs.

13. The system as in claim 11 wherein logistics programs include staffing programs.

14. The device as in claim 10 further including an institutional memory comprising:

pattern recognition program and a pattern storage program.

15. The system as in claim 14 further including a multiplicity of remote systems in communication for information exchange.

16. The system as in claim 15 wherein employee performance information is exchanged.

17. The system as in claim 15 wherein management methods are exchanged.

18. The system as in claim 10 wherein the at least one information output device is selected from the group consisting of a fax machine, a telephone, an electronic messaging system, a video screen, a loudspeaker, and a headphone.

19. The system as in claim 10 wherein the automated input devices are local input devices selected from the group consisting of employee position trackers, environmental parameter meters, inventory movement monitors, cash registers, and time clocks.

20. The system as in claim 10 wherein the at least one automated input device is a remote devices selected from the group consisting of computers, computer systems, and computer networks.

21. The system as in claim 10 wherein the at least one human input device is selected from the group consisting of a two-way aural/vocal personal communication device, an alert device, a computer terminal and a biometric device.

22. The system as in claim 13 wherein the biometric device is based on a biometric selected from the group consisting of face recognition, fingerprint recognition, voice recognition, and retinal scan.

23. An automated management supersystem for managing a multiplicity of service operations, comprising a multiplicity of restaurants managed by an automated management system, comprising:

software running on at least one computer comprising process control programs and logistics programs for managing at least one service function;

and at least one communications device comprising at least one information output device and at least one information input device, the information input device comprising at least one automated input device and at least one human input device, wherein the devices are connected to the at least one computer,

wherein each of the systems are in communication with one another,

thereby providing exchange of information between the individual systems.

24. The system as in claim 23 wherein employee performance information is exchanged.

25. The system as in claim 23 wherein management methods are exchanged.

26. A method for using an automated management system for managing a service operation, the system comprising:

software running on at least one computer and

communications devices for allowing the computer to communicate with human and machine sensors and effectors,

wherein the software includes process control programs and logistics programs for managing at least one service function; and

the communications devices include at least one human and at least one automated information input device and at least one information output device connected to the at least one computer, the method comprising the steps of

receiving workflow information from input provided via the communication devices,

monitoring the workflow processes with the software,

determining when a process needs executing,

sending executable process tasks to task list,

prioritizing task list,

instructing employees to execute tasks via the communication devices.