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SYSTEM AND METHOD TO ALLOCATE RESOURCES IN SERVICE ORGANIZATIONS WITH NON-LINEAR WORKFLOWS

  • US 20100218192A1
  • Filed: 02/25/2009
  • Published: 08/26/2010
  • Est. Priority Date: 02/25/2009
  • Status: Active Grant
First Claim
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1. A method comprising:

  • determining a case load for an organization, wherein the case load includes a number of cases the organization expects to process in a duration of time;

    determining a case rate for a work resource in the organization, wherein;

    the case rate includes a number of cases that the work resource can process in the duration of time; and

    a first particular case within a subset of a plurality of cases is processed non-linearly;

    determining a resource demand prediction by dividing the case load by the case rate;

    comparing the resource demand prediction to an actual resource allocation in the organization; and

    in response to comparing the resource demand prediction to the first actual resource allocation, changing the actual resource allocation.

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