Systems And Methods For Discovering An Optimal Operational Strategy For A Desired Service Delivery Outcome

• US 20150100391A1
• Filed: 10/08/2013
• Published: 04/09/2015
• Est. Priority Date: 10/08/2013
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Dasgupta, Gargi B., Nallacherry, Jayan, Nayak, Tapan K., Desai, Nirmit V., Shrinivasan, Yedendra B.
• Application Number:
  US14/048,571
• Publication Number:
  US 20150100391A1
• Time in Patent Office: Days
• US Class Current: 705/7.39
• CPC Class Codes: G06Q 10/06393 Score-carding, benchmarking or key performance indicator [KPI] analysis

Abstract

Methods and systems for creating an action plan for a service delivery system comprising a plurality of operational key performance indicators (KPIs). The system receives predetermined information about at least one relationship between two or more of the KPIs, and weights that information based on its source. The system also receives information about operational constraints and desired outcomes. A KPI relationship map is created using both the weighted information and information about KPI relationships within the service delivery system. Future predictions are made based on the KPI relationship map, and the predictions and map are utilized to create an action plan to achieve the desired outcomes in light of the operational constraints.

Claims

1. A method for creating an action plan for a service delivery system comprising a plurality of operational key performance indicators (KPIs), the method comprising the steps of:

receiving predetermined information about at least one relationship between two or more of said KPIs;

weighting said predetermined information about said at least one relationship between two or more of said KPIs, wherein said weight is dependent upon the source of said predetermined information;

receiving information about at least one desired outcome of said service delivery system;

determining a plurality of KPI relationships within said service delivery system, wherein each KPI relationship is between two or more of said KPIs and comprises a degree of influence attribute;

determining, utilizing the weighted predetermined information and the plurality of determined KPI relationships, a KPI relationship map;

predicting for a future time period, utilizing said KPI relationship map, at least one service delivery outcome; and

creating an action plan to achieve said at least one desired outcome of said service delivery system, and further wherein said action plan comprises information about an operational target for at least one KPI.

2. The method of claim 1, wherein the degree of influence attribute is determined by measuring a correlation co-efficient between a first of said plurality of KPIs, and a second of said plurality of KPIs.

3. The method of claim 1, further comprising the step of determining a cost of achieving said at least one desired outcome of said service delivery system.

4. The method of claim 1, wherein each KPI relationship further comprises a time of influence attribute.

5. The method of claim 4, wherein each KPI relationship further comprises a rate of influence attribute calculated utilizing said the degree of influence attribute and the time of influence attribute associated with that KPI relationship.

6. The method of claim 1, further comprising the step of receiving information about at least one operational constraint on said service delivery system, and wherein said action plan is limited by said at least one operational constraint on said service delivery system.

7. The method of claim 6, wherein said operational constraint is a limit on a maximum rate of change of an operational metric within the service delivery system.

8. The method of claim 1, wherein said weight can be dynamically updated.

9. The method of claim 1, wherein said action plan can be dynamically updated.

10. The method of claim 1, wherein each KPI relationship further comprises a rate of influence attribute calculated utilizing the following formula:

r_xy=a_max/(t_max+1)

wherein r=the rate of influence;

wherein x=an operational metric;

wherein y=an outcome metric;

wherein a_max=a maximum value for a set S=[a₀, a₁, a₁₊₁, a₁₊₂, . . . ], wherein a is a correlation co-efficient between x and y; and

wherein t_max=an optimal amount of time between the operational metric occurring and the outcome metric being maximally affected.

11. A computerized system for creating an action plan for a service delivery system comprising a plurality of operational key performance indicators (KPIs), the system comprising:

an input module adapted to receive;

(i) predetermined information about at least one relationship between two or more of said KPIs; and

(ii) information about at least one desired outcome of said service delivery system; and

a processor, said processor adapted to;

weight said predetermined information about at least one relationship between two or more of said KPIs, wherein said weight is dependent upon the source of said predetermined information;

determine a plurality of KPI relationships within said service delivery system, wherein each KPI relationship is between two or more of said KPIs and comprises a degree of influence attribute;

determine, utilizing the weighted predetermined information and the plurality of determined KPI relationships, a KPI relationship map;

predict for a future time period, utilizing said KPI relationship map, at least one service delivery outcome; and

create an action plan to achieve said at least one desired outcome of said service delivery system, wherein said action plan comprises information about an operational target for at least one KPI.

12. The system of claim 11, wherein the degree of influence attribute is determined by measuring a correlation co-efficient between a first of said plurality of KPIs, and a second of said plurality of KPIs.

13. The system of claim 11, wherein said processor is further adapted to determine a cost of achieving said at least one desired outcome of said service delivery system.

14. The system of claim 11, wherein each KPI relationship further comprises a time of influence attribute.

15. The system of claim 14, wherein said input module is further adapted to receive information about at least one operational constraint on said service delivery system, and wherein said action plan is limited by said at least one operational constraint on said service delivery system.

16. The system of claim 15, wherein said operational constraint is a limit on a maximum rate of change of an operational metric within the service delivery system.

17. The system of claim 14, wherein each KPI relationship further comprises a rate of influence attribute.

18. The system of claim 11, wherein said processor is further configured to dynamically update said weight.

19. The system of claim 11, wherein said processor is further configured to dynamically update said action plan.

20. The system of claim 11, wherein said processor is configured to calculate a rate of influence attribute for one or more of said KPI relationships utilizing the following formula:

r_xy=a_max/(t_max+1)

wherein r=the rate of influence;

wherein x=an operational metric;

wherein y=an outcome metric;

wherein a_max=a maximum value for a set S=[a₀, a₁, a₁₊₁, a₁₊₂, . . . ], wherein a is a correlation co-efficient between x and y; and

wherein t_max=an optimal amount of time between the operational metric occurring and the outcome metric being maximally affected.