SYSTEM AND METHOD FOR ENSURING TIMING STUDY QUALITY IN A SERVICE DELIVERY ENVIRONMENT

• US 20140214497A1
• Filed: 01/28/2013
• Published: 07/31/2014
• Est. Priority Date: 01/28/2013
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Dasgupta, Gargi B., Desai, Nirmit V., Diao, Yixin, Heching, Aliza R.
• Application Number:
  US13/751,711
• Publication Number:
  US 20140214497A1
• Time in Patent Office: Days
• US Class Current: 705/7.41
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function

Abstract

A system for ensuring timing study quality in a service delivery environment, comprises a participation module capable of determining a level of participation by assets in the timing study, a volume module capable of comparing effort data volume with workload data volume, and a records module capable of analyzing effort data for a duration for each record, wherein one or more of the modules are implemented on a computer system comprising a memory and at least one processor coupled to the memory.

Claims

1-9. -9. (canceled)

10. A method for ensuring timing study quality, the method comprising:

determining a level of participation by assets in the timing study;

comparing effort data volume with workload data volume; and

analyzing effort data for a duration for each record, wherein one or more steps of the method are performed by a computer system comprising a memory and at least one processor coupled to the memory.

11. The method of claim 10, further comprising processing the effort data to determine a participation rate, which is a number of assets providing the effort data divided by a total number of assets.

12. The method of claim 11, wherein if the participation rate is less than 100 percent, further comprising identifying those assets which do not provide effort data.

13. The method of claim 10, further comprising processing the effort data to determine a number of task records for each asset over a period of time.

14. The method of claim 13, further comprising identifying if the number of task records is less than a first predetermined value or greater than a second predetermined value.

15. The method of claim 14, wherein if the number of task records is less than the first predetermined value or greater than the second predetermined value, further comprising checking at least one of whether there is a problem with the level of participation or whether there is a problem with the data collection.

16. The method of claim 10, further comprising processing the effort data to determine a number of hours worked by each asset over a period of time.

17. The method of claim 16, further comprising identifying if the number of hours worked is less than a first predetermined value or greater than a second predetermined value, wherein if the number of hours worked is less than the first predetermined value or greater than the second predetermined value, further comprising checking at least one of whether there is a problem with the level of participation or whether there is a problem with the data collection.

18. The method of claim 10, further comprising determining that the workload volume is not equal to the effort data volume.

19. The method of claim 18, wherein if the workload volume is less than the effort data volume, further comprising querying whether more than one timing entry is being generated for one ticket.

20. The method of claim 18, wherein if the workload volume is greater than the effort data volume, further comprising querying at least one of whether all tickets are being captured or whether one record is being generated for more than one ticket.

21. The method of claim 10, further comprising determining if a record duration is less than a first predetermined time or greater than a second predetermined time.

22. The method of claim 21, wherein if the record duration is less than the first predetermined time, further comprising querying whether a record is a test record.

23. The method of claim 21, wherein if the record duration is greater than the second predetermined time, querying whether the duration corresponds to actual time spent doing work.

24-25. -25. (canceled)