Decision management system for creating strategies to control movement of clients across categories

• US 6,321,206 B1
• Filed: 12/21/1998
• Issued: 11/20/2001
• Est. Priority Date: 03/05/1998
• Status: Expired due to Term

• Current Assignee: CGI Technologies and Solutions Incorporated (CGI Group)
• Original Assignee: American Management Systems, Incorporated (CGI, Inc.)
• Inventors: Honarvar, Laurence
• Primary Examiner(s): Hafiz, Tariq R.
• Assistant Examiner(s): NORMAN, MARC E
• Application Number:
  US09/217,017
• Time in Patent Office: 1,065 Days
• Field of Search: 705/7, 705/10
• US Class Current: 705/7.33
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/0637 Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
• CPC Class Codes: G06Q 10/0639 Performance analysis of employees; Performance analysis of enterprise or organisation operations
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/0204 Market segmentation

Abstract

A software-based decision management system that allows an organization to monitor and evaluate client performance data relating to client interactions with the organization, and to appropriately modify organizational strategies in accordance with the performance data. More specifically, the system (a) applies different strategies to different categories of clients of the organization, (b) tracks the performance of the clients as a result of the applied strategies, and (c) refines the applied strategies based on the tracked performance to increase client value over time to the organization. For example, in a specific embodiment, clients are assigned into categories and test groups to define a data structure conceptually representable as a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell. Different strategies are applied to clients within different test cells. The movement of clients is tracked between categories as a result of the applied strategies. The applied strategies are then refined based on the tracked movement.

Claims

1. A decision management process comprising:

applying, by a computer, different strategies to different categories of clients of an organization;

tracking, by a computer, movement of clients between categories as a result of the applied strategies; and

refining, by a computer, the applied strategies based on the tracked movement to control the movement of clients between categories and thereby increase client value over time to the organization, wherein said applying different strategies comprises

assigning the clients into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell, and

applying different strategies to clients within different test cells.

2. A decision management process comprising:

applying, by a computer, different strategies to different categories of clients of an organization;

tracking, by a computer, performance of the clients as a result of the applied strategies; and

refining, by a computer, the applied strategies based on the tracked performance to control movement of clients between categories and thereby increase client value over time to the organization, wherein said applying different strategies comprises

assigning the clients into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell, and

applying different strategies to clients within different test cells.

3. A decision management process as in claim 2, wherein said refining refines strategies applied to clients in individual test cells, to control movement of the clients between categories.

4. A decision management process as in claim 3, wherein strategies are based on decision tree structures and, for a respective test group, strategies having the same decision tree structure are applied to the test cells for that test group across each category.

5. A decision management process as in claim 2, wherein strategies are based on decision tree structures and, for a respective test group, strategies having the same decision tree structure are applied to the test cells for that test group across each category.

6. A decision management process as in claim 2, wherein strategies applied to test cells are based on decision tree structures, the process further comprising:

creating a hybrid strategy for a respective category by combining paths of decision tree structures of different strategies applied to clients within different test cells for that category.

7. A decision management process as in claim 2, wherein each strategy is based on a decision tree structure, and said tracking performance comprises:

tagging paths through decision tree structures with tags that measure performance of the tagged path and that span test groups so that paths through different strategies applied to clients within different test cells for different test groups can be compared;

monitoring the tagged paths via the tags to track performance of clients that travelled the tagged paths; and

tracking performance of a category as the cumulative performance of the clients that travelled the tagged paths in that category.

8. A decision management process as in claim 7, further comprising:

creating a hybrid strategy for a respective category using the best performing individual tagged paths across at least two test groups.

9. A decision management process as in claim 7, wherein said tracking performance of the clients further comprises:

forming a data structure conceptually representable as rows, each row including a different combination of dimensions than the other rows and including accumulated performance data corresponding to the combination of dimensions of the row; and

accessing the data structure to track performance of a category.

10. A decision management process as in claim 7, wherein said tracking performance of the clients further comprises:

tracking the movement of clients between test cells within categories of the matrix over time.

11. A decision management process as in claim 2, wherein said tracking performance comprises:

tracking the movement of clients between test cells in different categories of the matrix over time.

12. A decision management process as in claim 2, wherein said tracking performance comprises:

tracking the movement of clients between categories for each test group as a result of the applied strategies.

13. A decision management process as in claim 2, further comprising:

defining the categories by users of the process so that different users can define different categories.

14. A decision management process comprising:

assigning clients of an organization into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell;

applying different strategies to clients within different test cells, strategies being based on decision tree structures and, for a respective test group, strategies having the same decision tree structure being applied to clients in the test cells for that test group across each category;

tagging paths through decision tree structures with tags that measure performance of the tagged path and that span test groups so that paths through different strategies applied to clients within different test cells for different test groups can be compared;

monitoring the tagged paths via the tags to track performance of clients that travelled the tagged paths;

tracking performance of a category as the cumulative performance of the clients that travelled the tagged paths in that category; and

refining strategies applied to clients in individual test cells based on the tracked performance, to control the movement of clients between categories.

15. A decision management process as in claim 14, further comprising:

defining the categories by users of the process so that different users can define different categories.

16. A decision management apparatus comprising:

means for assigning clients of an organization into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell;

means for applying different strategies to clients within different test cells;

means for tracking performance of the clients as a result of the applied strategies; and

means for refining strategies applied to clients in individual test cells based on the tracked performance to control movement of clients between categories and thereby, to increase client value over time to the organization.

17. A decision management apparatus as in claim 16, further comprising:

means for defining the categories by users of the apparatus so that different users can define different categories.

18. A decision management apparatus comprising:

a data structuring device assigning clients of an organization into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell;

a strategy device applying different strategies to clients within different test cells;

a tracking device tracking the movement of clients between categories as a result of the applied strategies; and

a refining device refining strategies applied to clients in individual test cells based on the tracked movement.

19. A decision management apparatus as in claim 18, further comprising:

a category defining device allowing users of the apparatus to define the categories so that different users can define different categories.

20. A computer readable storage medium including a process:

applying different strategies to different categories of clients of an organization;

tracking performance of the clients as a result of the applied strategies; and

refining the applied strategies based on the tracked performance to control movement of clients between categories and thereby increase client value over time to the organization.

21. A computer readable storage medium as in claim 20, further including a process:

defining the categories by a user of the computer readable storage medium so that different users can define different categories.

22. A method comprising:

assigning clients of an organization into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell;

applying, by a computer, different strategies to clients within different test cells;

tracking, by a computer, the movement of clients between categories as a result of the applied strategies; and

refining strategies applied to clients in individual test cells based on the tracked movement, to control movement of clients between categories.

23. An apparatus comprising:

means for assigning clients of an organization into categories and test groups so that clients are conceptually representable in a data structure equivalent to a matrix having first and second axes with the categories on the first axis and the test groups on the second axis, the intersection of each category and test group in the matrix defining a test cell;

means for applying different strategies to clients within different test cells;

means for tracking the movement of clients between categories as a result of the applied strategies; and

means for refining strategies applied to clients in individual test cells based on the tracked movement, to control movement of clients between categories.