QUANTIFYING AND ANALYZING BACK OFFICE AND FIELD SERVICE PROCESSES

• US 20090049394A1
• Filed: 08/16/2007
• Published: 02/19/2009
• Est. Priority Date: 08/16/2007
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: RICKETTS, John A.
• Application Number:
  US11/840,121
• Publication Number:
  US 20090049394A1
• Time in Patent Office: Days
• US Class Current: 715/765
• CPC Class Codes: G06Q 10/00 Administration; Management

Abstract

A method includes collecting quantifying data to quantify each activity of a process, consolidating the quantifying data into a process record in a central location, and creating a process view from the process record. The process view includes at least an indication of a timing and duration of each activity of the process.

Claims

1. A method implemented in a computer infrastructure having computer executable code, comprising:

collecting quantifying data to quantify each activity of a process;

consolidating the quantifying data into a process record; and

creating a process view from the process record, wherein the process view comprises at least an indication of a timing and duration of each activity of the process.

2. The method of claim 1, further comprising determining the quantifying data manually or automatically.

3. The method of claim 1, wherein the quantifying comprises entering the quantifying data into at least one data collection tool.

4. The method of claim 1, wherein the collecting occurs contemporaneously with performance of the each activity.

5. The method of claim 1, wherein the process is one of a back office process (BOP), a field service process (FSP), an asynchronous process, and a time management process.

6. The method of claim 1, wherein the quantifying data comprises at least one of activity classifications, activity descriptors, activity timers, activity sequencing, activity diagnostics, activity resolution and activity results.

7. The method of claim 1, wherein the quantifying data is consolidated into the process record by matching a process record key identifier with an activity key identifier.

8. The method of claim 1, further comprising creating an activity view from the process record, wherein the activity view comprises the quantifying data for each activity of the process.

9. The method of claim 1, further comprising:

preparing for a study of the process by at least one of determining questions to be addressed by the study, configuring at least one data collection tool, and determining aggregation parameters; and

utilizing at least one of the process record, the process view, and an activity view to analyze the process to support at least one of capacity management, process improvement, and service level attainment.

10. The method of claim 1, wherein a service provider at least one of creates, maintains, deploys and supports the computer infrastructure that performs the steps of claim 1.

11. The method of claim 1, wherein steps of claim 1 are provided by a service provider on a subscription, advertising, and/or fee basis.

12. A process quantification tool comprising a computer infrastructure operable to:

consolidate collected activity quantifying data for a process from data sources into a process record in a central location; and

generate a process view of the process from the process record, wherein the process view indicates at least a timing and a duration of each activity of the process.

13. The process quantification tool of claim 12, wherein the process quantification tool matches the activity records of the process with the process record using common key identifiers.

14. The process quantification tool of claim 12, wherein the computer infrastructure is further operable to generate an activity view of the process from the process record, wherein the activity view comprises the activity quantifying data for each activity of the process.

15. The process quantification tool of claim 12, wherein the process view accounts for at least one of process iterations, process non-productive time, process queue time, process wait time and process travel time.

16. The process quantification tool of claim 12, wherein the process comprises one of a back office process, a field service process, an asynchronous process, and a time management process.

17. The process quantification tool of claim 12, wherein the computer infrastructure is further operable to generate a view comprising activity data for separate instances of a same process.

18. The process quantification tool of claim 12, wherein the computer infrastructure is further operable to:

receive collected activity quantifying data from at least one data collection tool, wherein the at least one data collection tool comprises a second computer infrastructure operable to;

start and stop at least one timer contemporaneously with a user, respectively, starting and stopping at least one activity of a process to generate timing data;

collect timing data to determine a duration of the at least one activity of the process; and

collect other quantifying data of the at least one activity of the process.

19. The process quantification tool of claim 18, wherein the second computer infrastructure is further operable to generate a graphical user interface (GUI) comprising:

at least one dropdown list of activity identifiers of activities that may be performed by the user for the process, which allows the user to select predefined activity identifiers or add activity identifiers;

for each activity of the process performed by the user, a timer start/stop mechanism, or a timer start mechanism and a timer stop mechanism to generate the timing data; and

for each activity of the process performed by the user, corresponding data entry fields for containing the timing data and the other quantifying data.

20. A computer program product comprising a computer usable medium having readable program code embodied in the medium, the computer program product includes at least one component to:

collect quantifying data to quantify each activity of a process;

consolidate the quantifying data into a process record; and

create a process view from the process record, wherein the process view comprises at least an indication of a duration of each activity of the process.