Computer system and method for work management

• US 5,182,705 A
• Filed: 08/11/1989
• Issued: 01/26/1993
• Est. Priority Date: 08/11/1989
• Status: Expired due to Fees

• Current Assignee: ITT Corporation (ITT, Inc.)
• Original Assignee: ITT Corporation (ITT, Inc.)
• Inventors: Fletcher, Paul, Moore, Susan, Benson, Ronald, Hughes, David, Long, Joseph, Montresor, Beverly, Gaddas, John R., Maytubby, Lymon, Prignon, Gary, Fritz, Denise, Guilmette, Robert, Burdick, Maureen, Barr, Robin, Duffy, Joan, Round, Mary Jo, Beauchesne, Linda, Patch, Teresa, Pollnow, Russell, Girardini, Joseph, Machnich, Christopher, Retartha, Anthony
• Primary Examiner(s): Hayes, Gail O.
• Assistant Examiner(s): Brutman, Laura
• Application Number:
  US07/392,842
• Time in Patent Office: 1,264 Days
• Field of Search: 364/401, 364/408
• US Class Current: 705/7.16
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 10/063116 Schedule adjustment for a person or group
• CPC Class Codes: G06Q 10/06312 Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
• CPC Class Codes: G06Q 10/06316 Sequencing of tasks or work
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 40/02 Banking, e.g. interest calculation or account maintenance credit or loans G06Q40/03
• CPC Class Codes: G06Q 40/08 Insurance

Abstract

A computerized system and method for managing work in process is provided. An initial transaction records case specific information. The case specific information is automatically linked with a work source index which includes basic client information. An electronic file is created for each case arising out of the initial transaction record. As work is performed on the case, the system tracks its progress and providces a variety of support functions. An electronic activity log function maintains a record of key activities involved in the processing of work items. An electronic diary function provides a means for prioritizing work and for scheduling various tasks. A staff table function provides a facility for storing information relevant to office personnel. Most of the system functions are integrated with the staff table function which provides a number of security and function parameters. A text processing function is provided which integrates stored database information into preformatted and customized documents. A "local data" function provides a facility for customization of data recordation and output at the local level. Various other systems functions provide the ability to modify, update, search and record additional case information.

Claims

1. A work management system comprising:

processing means, including a data bank into which data is written and from which data is read, said data bank storing information regarding an initial transaction, work source information, office staff information, policy information, information regarding dates of importance, in formation regarding work processing activities, staff case load information, and predetermined text data for preparing documents, the data bank including staff table means for storing, retrieving, displaying and modifying information about staff members who access the system, wherein said stored information includes;

name, user ID, job title, supervisor, experience level, cost rate, diary rollover limit, scheduled vacation, payment authority, and staff functional and processing authority levels;

at least one terminal means for communicating with said processing means and operable by at least one operator to produce requests and to enter information and/or retrieve information for writing and/or reading from said data bank;

display means for displaying information that is entered and retrieved;

first merging means operatively interacting with said processing means for reading out from said data bank selected information regarding work processing activities and selected office staff information and merging said read out work processing activities information and said read out office staff information to compile an activity log listing key work activities and a staff member associated with those activities;

case summary means for automatically summarizing said initial transaction information;

routing means for routing transaction information to a staff member for processing in response to input through one of said terminal means; and

staff member electronic mailbox means for receiving said initial transaction summary and other electronic messages;

assignment means for assigning a case to a particular staff member for processing in response to input through one of said terminal means;

reassignment means for reassigning cases from a particular staff member to another staff member for processing, diary means for automatically and manually setting, storing and displaying dates for various activities associated with the processing of a case including means for manually overriding automatically set diary dates;

activity log means for automatically recording information about transactions undertaken through the system in the processing of a case and for manually recording information and comments about other activities in the processing of a case including means for selectively displaying said recorded information and comments on said display means;

inquiry means for selectively retrieving and displaying transaction information in response to input of at least one case number through one of said terminal means;

system controller means for controlling an operator'"'"'s movements within the system, wherein said system controller means verifies the availability of each requested function during a system session and verifies said operator'"'"'s authority to access a system function prior to permitting such access; and

security means comprising security level means for selectively limiting access to certain predetermined functions of the system in accordance with a preset security level associated with each authorization code.

2. A system according to claim 1, further comprising second merging means operatively interacting with said processing means for reaching out from said data bank selected information and predetermined text data and merging said read out information and said read out text data to compile final documents tailored to a case;

and print means coupled to said processing means for printing said documents.

3. A system according to claim 2, further comprising directory means for selectively storing, retrieving and displaying information relating to individuals to be contacted during work processing.

4. A system according to claim 3, wherein information stored by said directory means is automatically selected by category and displayed if said second merge means is unable to compile a final document because of missing information.

5. A system according to claim 1, further comprising mailbox view means for displaying electronic messages on said display means.

6. A system according to claim 1, further comprising alert means for automatically generating and routing an alert message to a first staff member'"'"'s electronic mailbox means when a predetermined criterion is breached by an operator.

7. A system according to claim 1, further comprising electronic mail means for creating and sending messages from one terminal means to another.

8. A system according to claim 1, further comprising search means for locating a case file which resulted from the input of said initial transaction information, wherein said search means requires input of at least one of the following:

a) a customer number;

b) a case number;

c) an customer'"'"'s complete last name;

d) part of a customer'"'"'s last name;

e) the phonetic equivalent of a customer'"'"'s last name;

or

f) date of initial transaction.

9. A system according to claim 1, further comprising interactive, online help means for providing assistance in using the work processing system.

10. A system according to claim 1, further comprising status change means for electronically reopening, partially reopening or closing the processing of a case.

11. A system according to claim 1, further comprising automatic numbering means to automatically assign a number to each new case for which processing is undertaken.

12. A system according to claim 1, further comprising security means for limiting access to the system to only those individuals with preselected authorization codes.

13. A system according to claim 1, further comprising windowing means for accessing and processing a plurality of different cases simultaneously at one terminal means.

14. A system according to claim 1, further comprising print queue management means for controlling the printing priority of documents.

15. A system according to claim 1, wherein said data bank stores information regarding customers.

16. A system according to claim 15, further comprising second merging means operatively interacting with said first processing means for reading out from said data bank initial transaction information and reading out customer information and merging said read out initial transaction information and said read out customer information to compile an individualized work processing record for each case to be processed.

17. A system according to claim 1, further comprising modification means for altering said information regarding an initial transaction after said information has been stored in said data bank.

18. A system according to claim 1, wherein said information regarding an initial transaction is electronically transmitted to said first processing means from a remote location and stored in said data bank.

19. A system according to claim 1, further comprising text processing means for creating, displaying, modifying and storing customized documents having at least one blank input field, wherein said blank input fields are coded for use by said second merging means to merge said read out information and customized document data in accordance with said blank input field codes to compile final documents.

20. A system according to claim 19, wherein said compiled final documents are transmitted to print queue means to permit review of said compiled documents and their characteristics prior to printing.

21. A system according to claim 1, further comprising report means for generating and formatting reports based on information stored on said data bank, wherein said reports may comprise sums, summaries and lists of any of said information stored on said data bank and may be formatted in any preferred manner.

22. A system according to claim 1, further comprising:

a plurality of generic field generators for receiving alphanumeric, numeric and date input information produced at a terminal means and storing said input information for said generic fields locally in said data bank;

label creation means for creating and assigning text labels to said generic fields; and

programming means for arranging at least some of said generic fields into at least one specialized input screen for display at said terminal means.