Performance Management System and Method

• US 20100004983A1
• Filed: 09/15/2009
• Published: 01/07/2010
• Est. Priority Date: 01/07/2003
• Status: Active Grant

• Current Assignee: John Holt, Stephanie Dickerson
• Original Assignee: John Holt, Stephanie Dickerson
• Inventors: Holt, John, Dickerson, Stephanie
• Granted Patent: US 7,996,382 B2
• Time in Patent Office: Days
• US Class Current: 705/11
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99942 Manipulating data structure, e.g. compression, compaction, compilation
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface
• CPC Class Codes: Y10S 707/99945 Object-oriented database structure processing

Abstract

A performance management system is disclosed. The performance manage system includes a host system in communication with a client system. The host system includes a database server and an application server. The database server is configured to receive workplace performance information from one or more sources. The application server is configured to receive a query from the client system to provide workplace performance information, transmit a request to the database server to provide workplace performance information, receive workplace performance information transmitted from the database server, generate an HTML document that includes workplace performance information, and transmit the HTML document to the client system.

Claims

1-23. -23. (canceled)

24. A method for obtaining workplace performance information about a worker, the method comprising:

initiating via a graphical user interface, at a client system, a request for workplace performance information;

receiving, at the client system, a document that includes the workplace performance information;

displaying, at the client system, the document;

using the workplace performance information included in the document for at least one of the following;

evaluating the performance of the worker, and

establishing benchmarks for the worker; and

wherein the workplace performance information includes Service Order Correction System data, and wherein the Service Order Correction System data includes an amount of time spent correcting an order entry error.

25. The method of claim 24, wherein the workplace performance information includes information pushed from at least two sources.

26. The method of claim 25, wherein the workplace performance information pushed from the at least two sources includes information produced by a data replication operation.

27. The method of claim 24, wherein the workplace performance information includes information pulled from the at least two sources.

28. The method of claim 27, wherein the workplace performance information pulled from the at least two sources is produced by a query/response operation.

29. The method of claim 24, wherein the document is an HTML document.

33. The method of claim 24, wherein the workplace performance information includes a text file.

34. The method of claim 24, wherein the workplace performance information includes a record set.

35. The method of claim 24, wherein the workplace performance information includes information that has undergone a data scrubbing operation.

36. The method of claim 24, wherein the workplace performance information includes information in a predetermined format.

38. The method of claim 29, wherein the HTML document includes a table.

39. The method of claim 29, wherein the HTML document includes a bar graph.

30. A method for obtaining workplace performance information about a worker, the method comprising:

initiating via a graphical user interface, at a client system, a request for workplace performance information;

receiving, at the client system, a document that includes the workplace performance information;

displaying, at the client system, the document;

using the workplace performance information included in the document for at least one of the following;

evaluating the performance of the worker, and

establishing benchmarks for the worker; and

wherein the workplace performance information includes signal Service Order Entry Gateway data, and wherein the Service Order Entry Gateway data includes at least one of the following;

a number of orders processed, a number of orders rejected, a number of orders canceled, and a percentage of orders entered correctly.

31. The method of claim 30, wherein the document is an HTML document.

32. A method for obtaining workplace performance information about a worker, the method comprising:

initiating via a graphical user interface, at a client system, a request for workplace performance information;

receiving, at the client system, a document that includes the workplace performance information;

displaying, at the client system, the document;

using the workplace performance information included in the HTML document for at least one of the following;

evaluating the performance of the worker, and

establishing benchmarks for the worker; and

wherein the workplace performance information includes Automatic Call Distribution data, and wherein the Automatic Call Distribution data includes at least one of the following;

an amount of time a call service administrator was available to accept a telephone call, a number of telephone calls accepted, and an average duration of accepted telephone calls.

37. The method of claim 32, wherein the document is an HTML document.

41. A system for obtaining workplace performance information about a worker, the method comprising:

means for initiating a request for workplace performance information;

means for receiving a document that includes the workplace performance information;

means for displaying the document;

means for using the workplace performance information included in the document in order to one of;

evaluate the performance of the worker, and

establish benchmarks for the worker; and

wherein the workplace performance information includes Service Order Correction System data, and wherein the Service Order Correction System data includes an amount of time spent correcting an order entry error.