INCIDENT COST MODEL

• US 20120191494A1
• Filed: 01/24/2011
• Published: 07/26/2012
• Est. Priority Date: 01/24/2011
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Heiman, Andrew Scott, Dahlke, Denise Irene, Ferguson, Robert Henry II, Hester, Ralph Edward, Rubin, Brian I.
• Application Number:
  US13/012,677
• Publication Number:
  US 20120191494A1
• Time in Patent Office: Days
• US Class Current: 705/7.11
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management

Abstract

Embodiments of the present invention provide apparatuses and methods for determining the cost of poor quality of an incident within a business. One way to measure costs associated with an incident is by measuring failed customer interactions (“FCIs”). FCIs are defined as incidents that occur within the business that either directly or indirectly affect a customer'"'"'s ability to use a product or service offered by the business. In most situations an FCI relates to a failed interaction between the business and the customer through a channel that affected the customer'"'"'s use of a product or service through the channel. The cost of poor quality application calculates the total cost of an incident through a multifaceted valuation that factors in hard metrics, such as but not limited to actual costs, duration, channel costs, FCI severity, etc. in order to calculate a remediation cost, a channel FCI cost, and a reputation cost.

Claims

1. A method comprising:

determining a remediation cost of an incident;

determining a channel failed customer interaction cost of the incident; and

determining a cost of poor quality of the incident based in part on the remediation cost and the channel failed customer interaction cost, through the use of the processing device.

2. The method of claim 1, further comprising:

determining a reputational cost of the incident; and

wherein the cost of poor quality is also based in part on the reputational cost of the incident.

3. The method of claim 1, wherein determining the remediation cost comprises determining a restoral cost.

4. The method of claim 1, wherein determining the remediation cost comprises determining an executive cost.

5. The method of claim 1, wherein determining the remediation cost comprises determining a capital rework cost.

6. The method of claim 1, wherein determining the remediation cost comprises determining a communication cost.

7. The method of claim 2, wherein determining the reputational cost of the incident comprises determining a media coverage cost.

8. The method of claim 7, wherein determining the media coverage cost comprises determining a traditional media cost.

9. The method of claim 7, wherein determining the media coverage cost comprises determining a social media cost.

10. The method of claim 1, wherein determining the channel failed customer interaction cost of the incident comprises determining a rate of attrition cost.

11. The method of claim 1, wherein determining the channel failed customer interaction cost of the incident comprises determining a less likely to deepen cost.

12. The method of claim 1, wherein determining the channel failed customer interaction cost of the incident comprises determining an increased cost to serve cost.

13. The method of claim 1, wherein determining the channel failed customer interaction cost of the incident comprises determining a direct loss of revenue or fees cost.

14. The method of claim 1, wherein determining the channel failed customer interaction cost of the incident comprises determining a reputation cost.

15. A system comprising:

a memory device having computer readable program code store thereon; and

a processing device operatively coupled to the memory device, wherein the processing device is configured to execute the computer readable program code for;

determining a remediation cost of an incident;

determining a channel failed customer interaction cost of the incident; and

determining a cost of poor quality of the incident based in part on the remediation cost and the channel failed customer interaction cost.

16. The system of claim 15, wherein the processing device is further configured to execute the computer readable program code for:

determining a reputational cost of the incident; and

wherein the cost of poor quality is also based in part on the reputational cost of the incident.

17. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the remediation cost comprises determining a restoral cost.

18. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the remediation cost comprises determining an executive cost.

19. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the remediation cost comprises determining a capital rework cost.

20. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the remediation cost comprises determining a communication cost.

21. The system of claim 16, wherein the processing device configured to execute the computer readable program code for determining the reputational cost of the incident comprises determining a media coverage cost.

22. The system of claim 21, wherein the processing device configured to execute the computer readable program code for determining the media coverage cost comprises determining a traditional media cost.

23. The system of claim 21, wherein the processing device configured to execute the computer readable program code for determining the media coverage cost comprises determining a social media cost.

24. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the channel failed customer interaction cost of the incident comprises determining a rate of attrition cost.

25. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the channel failed customer interaction cost of the incident comprises determining a less likely to deepen cost.

26. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the channel failed customer interaction cost of the incident comprises determining an increased cost to serve cost.

27. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the channel failed customer interaction cost of the incident comprises determining a direct loss of revenue or fees cost.

28. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the channel failed customer interaction cost of the incident comprises determining a reputation cost.

29. A computer program product, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for determining a remediation cost of an incident;

an executable portion configured for determining a channel failed customer interaction cost of the incident; and

an executable portion configured for determining a cost of poor quality of the incident based in part on the remediation cost and the channel failed customer interaction cost.

30. The computer program product of claim 29, wherein the computer-readable program code portions further comprises:

an executable portion configured for determining a reputational cost of the incident; and

wherein the cost of poor quality is also based in part on the reputational cost of the incident.

31. The computer program product of claim 29, wherein the executable portion configured for determining the remediation cost comprises determining a restoral cost.

32. The computer program product of claim 29, wherein the executable portion configured for determining the remediation cost comprises determining an executive cost.

33. The computer program product of claim 29, wherein the executable portion configured for determining the remediation cost comprises determining a capital rework cost.

34. The computer program product of claim 29, wherein the executable portion configured for determining the remediation cost comprises determining a communication cost.

35. The computer program product of claim 30, wherein the executable portion configured for determining the reputational cost of the incident comprises determining a media coverage cost.

36. The computer program product of claim 35, wherein the executable portion configured for determining the media coverage cost comprises determining a traditional media cost.

37. The computer program product of claim 35, wherein the executable portion configured for determining the media coverage cost comprises determining a social media cost.

38. The computer program product of claim 29, wherein the executable portion configured for determining the channel failed customer interaction cost of the incident comprises determining a rate of attrition cost.

39. The computer program product of claim 29, wherein the executable portion configured for determining the channel failed customer interaction cost of the incident comprises determining a less likely to deepen cost.

40. The computer program product of claim 29, wherein the executable portion configured for determining the channel failed customer interaction cost of the incident comprises determining an increased cost to serve cost.

41. The computer program product of claim 29, wherein the executable portion configured for determining the channel failed customer interaction cost of the incident comprises determining a direct loss of revenue or fees cost.

42. The computer program product of claim 29, wherein the executable portion configured for determining the channel failed customer interaction cost of the incident comprises determining a reputation cost.