Method and System for Discerning Learning Characteristics of Individual Knowledge Worker and Associated Team In Service Delivery
First Claim
1. A method, comprising:
- capturing the activities of service agents;
analyzing said captured activities;
normalizing said captured activities; and
computing the relative learning and skill indices of said service agents.
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Accused Products
Abstract
A method and system for measuring the learning ability and productivity of knowledge workers related to the delivery of services in service industry sectors, such as information technology (IT), healthcare and accounting. The method and system applies broadly to service domains that have a strong correlation between the learning ability and skill level of workers wherein the correlation affects the quality of service delivery. Utilizing data mining techniques, the method and system captures, analyzes and benchmarks individual knowledge worker'"'"'s skill(s) in order to normalize individual service agent proficiencies. The normalized service agent proficiencies allows the relative learning and skill indices of the individual service agents to be determined such that the skills and learning abilities of individual service agents to be determined. The method and system allows best practices and training thresholds to be determined.
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Citations
25 Claims
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1. A method, comprising:
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capturing the activities of service agents; analyzing said captured activities; normalizing said captured activities; and computing the relative learning and skill indices of said service agents. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system, comprising:
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an activity capture agent; a database in communication with said activity capture agent; a data miner in communication with said database; and a learning agent in communication with said data miner. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A system, comprising:
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means for capturing the activities of service agents; means for analyzing said captured activities; means for normalizing said captured activities; and means for computing the relative learning and skill indices of said service agents. - View Dependent Claims (16, 17, 18, 19, 20, 21)
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22. A computer program product comprising a computer useable medium including a computer readable program, wherein the computer readable program when executed on a computer causes the computer to:
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capture the activities of individual service agents; analyze said captured activities; normalize said captured activities; and compute the relative learning and skill indices of said service agents. - View Dependent Claims (23, 24, 25)
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Specification