INCIDENT COST MODEL

• US 20120191503A1
• 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:
  US13/012,681
• Publication Number:
  US 20120191503A1
• Time in Patent Office: Days
• US Class Current: 705/7.28
• CPC Class Codes: G06Q 10/0635 Risk analysis of enterprise or organisation activities
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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 negative impression cost of an incident;

determining a direct loss of revenue cost of an incident;

determining an increased cost to serve of the incident; and

determining a channel failed customer interaction cost based in part on the negative impression cost, the direct loss of revenue cost, and the increased cost to serve, through the use of the processing device.

2. The method of claim 1, wherein the determining the negative impression cost comprises determining an attrition cost.

3. The method of claim 2, wherein determining the attrition cost comprises:

correlating failed customer interactions with a failed customer interaction value based on the severity of the failed customer interactions or the problem incident ratio;

determining the change in an attrition rate before and after the incident;

determining a profitability of a customer; and

calculating the attrition cost based at least in part on the failed customer interaction value, the change in the attrition rate, and the profitability of the customer.

4. The method of claim 1, wherein the determining the negative impression cost comprises determining a less likely to deepen cost.

5. The method of claim 4, wherein the determining the less likely to deepen cost comprises:

correlating failed customer interactions with a failed customer interaction value based on the severity of the failed customer interactions or the problem incident ratio;

determining the change in a likely to add a new product rate before and after the incident;

determining a profitability of a product; and

calculating the less likely to deepen cost at least in part on the failed customer interaction value, the change in the less likely to deepen rate, and the profitability of the product.

6. The method of claim 1, wherein the determining the negative impression cost comprises determining a reputation cost.

7. The method of claim 6, wherein the determining the reputation cost comprises:

determining a number of people that receive a secondary negative impression from the incident;

determining a secondary attrition cost for the number of people that receive the secondary negative impression;

determining a secondary least likely to deepen cost for the number of people that receive the secondary negative impression; and

calculating the reputation cost based at least in part on the secondary attrition cost or the secondary least likely to deepen cost.

8. The method of claim 1, wherein the determining the direct loss of revenue cost comprises:

determining a lost advertising cost;

determining a lost product revenue cost;

determining a lost fee revenue cost; and

calculating the direct loss of revenue cost based at least in part on the lost advertising cost, the lost product revenue cost, or the lost fee revenue.

9. The method of claim 1, wherein the determining the increased cost to serve comprises:

determining an available channel that can be used outside of an incident channel that is affected by the incident;

determining a number of failed customer interactions related to the incident;

determining a percentage of customers expected to use the available channel;

determining a difference in the cost to serve of the available channel and the incident channel; and

calculating the increased cost to serve based at least in part on the number of failed customer interactions, the percentage of customers expected to use the available channel, and the difference in the cost to serve of the available channel and the incident channel.

10. 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 negative impression cost of an incident;

determining a direct loss of revenue cost of an incident;

determining an increased cost to serve of the incident; and

determining a channel failed customer interaction cost based in part on the negative impression cost, the direct loss of revenue cost, and the increased cost to serve.

11. The system of claim 10, wherein the processing device configured to execute the computer readable program code for determining the negative impression cost comprises determining an attrition cost.

12. The system of claim 11, wherein the processing device configured to execute the computer readable program code for determining the attrition cost comprises:

correlating failed customer interactions with a failed customer interaction value based on the severity of the failed customer interactions or the problem incident ratio;

determining the change in an attrition rate before and after the incident;

determining a profitability of a customer; and

calculating the attrition based at least in part on the failed customer interaction value, the change in the attrition rate, and the profitability of the customer.

13. The system of claim 10, wherein the processing device configured to execute the computer readable program code for determining the negative impression cost comprises determining a less likely to deepen cost.

14. The system of claim 13, wherein the processing device configured to execute the computer readable program code for determining the less likely to deepen cost comprises:

correlating failed customer interactions with a failed customer interaction value based on the severity of the failed customer interactions or the problem incident ratio;

determining the change in a likely to add a new product rate before and after the incident;

determining a profitability of a product; and

calculating the less likely to deepen cost at least in part on the failed customer interaction value, the change in the less likely to deepen rate, and the profitability of the product.

15. The system of claim 10, wherein the processing device configured to execute the computer readable program code for determining the negative impression cost comprises determining a reputation cost.

16. The system of claim 15, wherein the processing device configured to execute the computer readable program code for determining the reputation cost comprises:

determining a number of people that receive a secondary negative impression from the incident;

determining a secondary attrition cost for the number of people that receive the secondary negative impression;

determining a secondary least likely to deepen cost for the number of people that receive the secondary negative impression; and

calculating the reputation cost based at least in part on the secondary attrition cost or the secondary least likely to deepen cost.

17. The system of claim 10, wherein the processing device configured to execute the computer readable program code for determining the direct loss of revenue cost comprises:

determining a lost advertising cost;

determining a lost product revenue cost;

determining a lost fee revenue cost; and

calculating the direct loss of revenue cost based at least in part on the lost advertising cost, the lost product revenue cost, or the lost fee revenue.

18. The system of claim 10, wherein the processing device configured to execute the computer readable program code for determining the increased cost to serve comprises:

determining an available channel that can be used outside of an incident channel that is affected by the incident;

determining a number of failed customer interactions related to the incident;

determining a percentage of customers expected to use the available channel;

determining a difference in the cost to serve of the available channel and the incident channel; and

calculating the increased cost to serve based at least in part on the number of failed customer interactions, the percentage of customers expected to use the available channel, and the difference in the cost to serve of the available channel and the incident channel.

19. 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 negative impression cost of an incident, through the use of a processing device;

an executable portion configured for determining a direct loss of revenue cost of an incident, through the use of the processing device;

an executable portion configured for determining an increased cost to serve of the incident, through the use of the processing device; and

an executable portion configured for determining a channel failed customer interaction cost based in part on the negative impression cost, the direct loss of revenue cost, and the increased cost to serve, through the use of the processing device.

20. The computer program product of claim 19, wherein the executable portion configured for determining the negative impression cost comprises an executable portion configured for determining an attrition cost.

21. The computer program product of claim 20, wherein the executable portion configured for determining the attrition cost comprises:

an executable portion configured for correlating failed customer interactions with a failed customer interaction value based on the severity of the failed customer interactions or the problem incident ratio;

an executable portion configured for determining the change in an attrition rate before and after the incident;

an executable portion configured for determining a profitability of a customer; and

an executable portion configured for calculating the attrition based at least in part on the failed customer interaction value, the change in the attrition rate, and the profitability of the customer.

22. The computer program product of claim 19, wherein the executable portion configured for determining the negative impression cost comprises an executable portion configured for determining a less likely to deepen cost.

23. The computer program product of claim 22, wherein the executable portion configured for determining the less likely to deepen cost comprises:

an executable portion configured for correlating failed customer interactions with a failed customer interaction value based on the severity of the failed customer interactions or the problem incident ratio;

an executable portion configured for determining the change in a likely to add a new product rate before and after the incident;

an executable portion configured for determining a profitability of a product; and

an executable portion configured for calculating the less likely to deepen cost at least in part on the failed customer interaction value, the change in the less likely to deepen rate, and the profitability of the product.

24. The computer program product of claim 19, wherein the executable portion configured for determining the negative impression cost comprises an executable portion configured for determining a reputation cost.

25. The computer program product of claim 24, wherein the executable portion configured for determining the reputation cost comprises:

an executable portion configured for determining a number of people that receive a secondary negative impression from the incident;

an executable portion configured for determining a secondary attrition cost for the number of people that receive the secondary negative impression;

an executable portion configured for determining a secondary least likely to deepen cost for the number of people that receive the secondary negative impression; and

an executable portion configured for calculating the reputation cost based at least in part on the secondary attrition cost or the secondary least likely to deepen cost.

26. The computer program product of claim 19, wherein the executable portion configured for determining the direct loss of revenue cost comprises:

an executable portion configured for determining a lost advertising cost;

an executable portion configured for determining a lost product revenue cost;

an executable portion configured for determining a lost fee revenue cost; and

an executable portion configured for calculating the direct loss of revenue cost based at least in part on the lost advertising cost, the lost product revenue cost, or the lost fee revenue.

27. The computer program product of claim 19, wherein the executable portion configured for determining the increased cost to serve comprises:

an executable portion configured for determining an available channel that can be used outside of an incident channel that is affected by the incident;

an executable portion configured for determining a number of failed customer interactions related to the incident;

an executable portion configured for determining a percentage of customers expected to use the available channel;

an executable portion configured for determining a difference in the cost to serve of the available channel and the incident channel; and

an executable portion configured for calculating the increased cost to serve based at least in part on the number of failed customer interactions, the percentage of customers expected to use the available channel, and the difference in the cost to serve of the available channel and the incident channel.