Processing performance data describing a relationship between a provider and a client

• US 6,687,560 B2
• Filed: 11/13/2001
• Issued: 02/03/2004
• Est. Priority Date: 09/24/2001
• Status: Expired due to Fees

• Current Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Original Assignee: Electronic Data Systems Corporation (Perspecta, Inc.)
• Inventors: Donovan, Joseph M., Peedin, Deborah C., Dorfmeister, Steven C., Richards, Kevin T., Fish, Brian L., Sargeant, Cynthia B., Flores, Lisa Q., Stuart, Michael W., Gerton, William M., Veatch, Michael J., Hall, James D., Wetzel, Laura L., Kiser, Charles H., Hicks, Jaye D., Will, Gene C., Clinton, Cheryl L., Hinds, Sonya L., Couchot, John T., Mears, Randall F., Curtin, Anne M., Morris, Rodney B.
• Primary Examiner(s): Paladini, Albert W.
• Application Number:
  US10/008,098
• Publication Number:
  US 20030065479A1
• Time in Patent Office: 812 Days
• Field of Search: 700/108, 707/6, 709/224, 709/203, 714/47
• US Class Current: 700/108
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Processing performance data includes receiving performance data comprising quantitative data gathered according to at least one metric. The quantitative data is evaluated according to the at least one metric to generate at least one quantitative data rating. Performance data comprising client data gathered from a client is received and evaluated to generate at least one client data rating. Performance data comprising provider data gathered from a provider is received and evaluated to generate at least one provider data rating. The at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating are reported.

Claims

1. A method for processing performance data, comprising:

receiving performance data comprising quantitative data gathered according to at least one metric;

evaluating the quantitative data according to the at least one metric to generate at least one quantitative data rating;

receiving performance data comprising client data gathered from a client;

evaluating the client data to generate at least one client data rating;

receiving performance data comprising provider data gathered from a provider;

evaluating the provider data to generate at least one provider data rating; and

reporting the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

2. The method of claim 1, wherein reporting the quantitative data rating and the client data rating comprises substantially simultaneously displaying the at least one quantitative data rating and the at least one client data rating.

3. The method of claim 1, wherein evaluating the quantitative data comprises:

calculating a metric value from the quantitative data according to a formula associated with a metric;

comparing the metric value to at least one threshold value associated with the metric; and

determining a quantitative data rating in response to the comparison.

4. The method of claim 3, wherein the at least one threshold value comprises a minimum threshold value.

5. The method of claim 3, wherein the at least one threshold value comprises a maximum threshold value.

6. The method of claim 3, wherein the at least one threshold value comprises a target threshold value.

7. The method of claim 1, wherein evaluating the client data comprises:

selecting the client data comprising a plurality of responses describing an attribute of the provider; and

repeating the following until a ranking is made, starting from a highest rating and ending with a lowest rating;

selecting a rating; and

ranking the attribute according to the selected rating if at least a target percentage of the selected responses is associated with the selected rating or with a higher rating.

8. The method of claim 1, further comprising:

determining a status indicator associated with the at least one client data rating, the status indicator being a member of a set of status indicators, each status indicator associated with a rating status and having a distinct color; and

displaying the determined status indicator.

9. The method of claim 1, further comprising:

determining a status indicator associated with the at least one client data rating, the status indicator being a member of a set of status indicators, each status indicator associated with a rating status and having a distinct shape; and

displaying the determined status indicator.

10. The method of claim 1, further comprising:

determining at least one proportion describing a metric associated with a quantitative data rating; and

reporting the proportion using an indicator having a part proportional to a proportion.

11. A system for processing performance data, comprising:

a quantitative data module operable to;

receive performance data comprising quantitative data gathered according to at least one metric; and

evaluate the quantitative data according to the at least one metric to generate at least one quantitative data rating;

a client data module operable to;

receive performance data comprising client data gathered from a client;

evaluate the client data to generate at least one client data rating; and

a provider data module operable to;

receive performance data comprising provider data gathered from a provider;

evaluate the provider data to generate at least one provider data rating; and

a data reporter coupled to the quantitative data module, the client data module, and the provider data module and operable to report the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

12. The system of claim 11, wherein the data reporter is operable to report the quantitative data rating and the client data rating by substantially simultaneously displaying the at least one quantitative data rating and the at least one client data rating.

13. The system of claim 11, wherein the quantitative data module is operable to evaluate the quantitative data by:

calculating a metric value from the quantitative data according to a formula associated with a metric;

comparing the metric value to at least one threshold value associated with the metric; and

determining a quantitative data rating in response to the comparison.

14. The system of claim 13, wherein the at least one threshold value comprises a minimum threshold value.

15. The system of claim 13, wherein the at least one threshold value comprises a maximum threshold value.

16. The system of claim 13, wherein the at least one threshold value comprises a target threshold value.

17. The system of claim 11, wherein the client data module is operable to evaluate the client data by:

selecting the client data comprising a plurality of responses describing an attribute of the provider; and

repeating the following until a ranking is made, starting from a highest rating and ending with a lowest rating;

selecting a rating; and

ranking the attribute according to the selected rating if at least a target percentage of the selected responses is associated with the selected rating or with a higher rating.

18. The system of claim 11, wherein the data reporter is operable to:

determine a status indicator associated with the at least one client data rating, the status indicator being a member of a set of status indicators, each status indicator associated with a rating status and having a distinct color; and

display the determined status indicator.

19. The system of claim 11, wherein the data reporter is operable to:

determine a status indicator associated with the at least one client data rating, the status indicator being a member of a set of status indicators, each status indicator associated with a rating status and having a distinct shape; and

display the determined status indicator.

20. The system of claim 11, wherein the data reporter is operable to:

determine a proportion describing a metric associated with a quantitative data rating; and

report the proportion using an indicator having a part proportional to a proportion.

21. A software for processing performance data, comprising:

a computer readable storage medium;

computer software stored on the computer readable storage medium and operable to receive performance data comprising quantitative data gathered according to at least one metric;

evaluate the quantitative data according to the at least one metric to generate at least one quantitative data rating;

receive performance data comprising client data gathered from a client;

evaluate the client data to generate at least one client data rating;

receive performance data comprising provider data gathered from a provider;

evaluate the provider data to generate at least one provider data rating; and

report the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

22. The software of claim 21, wherein the logic is operable to report the quantitative data rating and the client data rating by substantially simultaneously displaying the at least one quantitative data rating and the at least one client data rating.

23. The software of claim 21, wherein the logic is operable to evaluate the quantitative data by:

calculating a metric value from the quantitative data according to a formula associated with a metric;

comparing the metric value to at least one threshold value associated with the metric; and

determining a quantitative data rating in response to the comparison.

24. The software of claim 23, wherein the at least one threshold value comprises a minimum threshold value.

25. The software of claim 23, wherein the at least one threshold value comprises a maximum threshold value.

26. The software of claim 23, wherein the at least one threshold value comprises a target threshold value.

27. The software of claim 21, wherein the logic is operable to evaluate the client data by:

selecting the client data comprising a plurality of responses describing an attribute of the provider; and

repeating the following until a ranking is made, starting from a highest rating and ending with a lowest rating;

selecting a rating; and

ranking the attribute according to the selected rating if at least a target percentage of the selected responses is associated with the selected rating or with a higher rating.

28. The software of claim 21, further operable to:

determine a status indicator associated with the at least one client data rating, the status indicator being a member of a set of status indicators, each status indicator associated with a rating status and having a distinct color; and

display the determined status indicator.

29. The software of claim 21, further operable to:

determine a status indicator associated with the at least one client data rating, the status indicator being a member of a set of status indicators, each status indicator associated with a rating status and having a distinct shape; and

display the determined status indicator.

30. The software of claim 21, further operable to:

determine a proportion describing a metric associated with a quantitative data rating; and

report the proportion using an indicator having a part proportional to a proportion.

31. A system for processing performance data, comprising:

means for receiving performance data comprising quantitative data gathered according to at least one metric;

means for evaluating the quantitative data according to the at least one metric to generate at least one quantitative data rating;

means for receiving performance data comprising client data gathered from a client;

means for evaluating the client data to generate at least one client data rating;

means for receiving performance data comprising provider data gathered from a provider;

means for evaluating the provider data to generate at least one provider data rating; and

means for reporting the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

32. A method for processing performance data, comprising:

defining a service using at least one metric operable to measure the service, the service provided to a client by a provider;

gathering performance data comprising quantitative data according to the at least one metric;

evaluating the quantitative data according to the at least one metric to generate at least one quantitative data rating;

gathering performance data comprising client data from the client;

evaluating the client data to generate at least one client data rating;

gathering performance data comprising provider data from the provider;

evaluating the provider data to generate at least one provider data rating; and

reporting the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

33. The method of claim 32, wherein gathering performance data comprising client data comprises interviewing a plurality of representatives associated with the client.

34. The method of claim 32, wherein gathering performance data comprising client data comprises responding to a plurality of surveys, the surveys responded to by a plurality of representatives associated with the client.

35. The method of claim 32, further comprising initiating a critical response procedure in response to the reported at least one quantitative data rating and the reported at least one client data rating.

36. A system for processing performance data, comprising:

a quantitative data database operable to store performance data comprising quantitative data gathered according to at least one metric;

a quantitative data module coupled to the quantitative data database and operable to;

receive the quantitative data; and

evaluate the quantitative data according to the at least one metric to generate at least one quantitative data rating;

a client database operable to store performance data comprising client data gathered from a client;

a client data module coupled to the client database and operable to;

receive the client data;

evaluate the client data to generate at least one client data rating; and

a provider database operable to store performance data comprising provider data gathered from a provider;

a provider data module coupled to the provider database and operable to;

receive the provider data;

evaluate the provider data to generate at least one provider data rating; and

a data reporter coupled to the quantitative data module, the client data module, and the provider data module and operable to report the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

37. The system of claim 36, further comprising:

a client computer system coupled to the data reporter and operable to display the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating; and

a provider computer system coupled to the data reporter and operable to display the at least one quantitative data rating, the at least one client data rating, and the at least one provider data rating.

38. The system of claim 36, wherein the quantitative data module comprises an extractor operable to extract performance data from the quantitative data database.

39. The system of claim 36, wherein the quantitative data module comprises a metric catalog operable to provide information associated with the at least one metric.

40. The system of claim 39, wherein the information comprises a threshold value.

41. The system of claim 36, wherein the quantitative data module comprises a transformer operable to generate the at least one quantitative data rating.

42. The system of claim 36, wherein the quantitative data module comprises a transformer operable to generate the at least one quantitative data rating by:

calculating a metric value from the quantitative data according to a formula associated with a metric;

comparing the metric value to at least one threshold value associated with the metric; and

determining a quantitative data rating in response to the comparison.

43. The system of claim 36, wherein the client data module is operable to generate the at least one client data rating by:

selecting the client data comprising a plurality of responses describing an attribute of the provider; and

repeating the following until a ranking is made, starting from a highest rating and ending with a lowest rating;

selecting a rating; and

ranking the attribute according to the selected rating if at least a target percentage of the selected responses is associated with the selected rating or with a higher rating.