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

• US 20140214498A1
• Filed: 08/13/2013
• 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:
  US13/965,804
• Publication Number:
  US 20140214498A1
• Time in Patent Office: Days
• US Class Current: 705/7.42
• 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. A system for ensuring timing study quality, comprising:

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.

2. The system of claim 1, wherein the participation module processes 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.

3. The system of claim 2, wherein if the participation rate is less than 100 percent, the participation module identifies those assets which do not provide effort data.

4. The system of claim 1, wherein the participation module processes the effort data to determine a number of task records for each asset over a period of time.

5. The system of claim 4, wherein the participation module identifies if the number of task records is less than a first predetermined value or greater than a second predetermined value.

6. The system of claim 1, wherein the participation module processes the effort data to determine a number of hours worked by each asset over a period of time.

7. The system of claim 6, wherein the participation module identifies if the number of hours worked is less than a first predetermined value or greater than a second predetermined value.

8. The system of claim 1, wherein the volume module determines that the workload volume is not equal to the effort data volume.

9. The system of claim 1, wherein the records module determines if a record duration is less than a first predetermined time or greater than a second predetermined time.

10. An article of manufacture comprising a computer readable storage medium comprising program code tangibly embodied thereon, which when executed by a computer, performs method steps for ensuring timing study quality, the method steps 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.

11. An apparatus for ensuring timing study quality, comprising:

a memory; and

a processor coupled to the memory and configured to execute code stored in the memory for;

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.