Computer program product for determining and reducing customer service impact
First Claim
1. A computer program product comprising a computer readable medium having computer-executable instructions thereon that, when executed by a computer, perform a method for quantitatively determining customer service impact of scheduling changes, the method comprising:
- receiving customer line item orders, each having a requested completion date, wherein each customer line item is an individual customer requested product for purchase;
scheduling a scheduled completion date for each item order;
selecting at least one item order, each item order having a scheduled completion date;
comparing the scheduled completion date with the requested completion date for each selected item order, wherein said comparing comprises;
generating a demand array of item orders;
generating a supply array of manufacturing inventory;
selecting an item order in the demand array;
matching manufacturing inventory in the supply array with the selected item order; and
comparing the scheduled completion date of an item in the supply array with the requested completion date for the matched item in the demand array;
displaying a group of customer service measurements comprising days late, value late, and value-days late, whereindays late is determined by the amount of time difference between the requested completion date and a scheduled completion date multiplied by the value of the item order and multiplied by a predetermined interest rate;
value late is a value of a late item order determined by multiplying a number of late item orders by a unit price per item order, then subtracting any commission and discount; and
value-days late is a value-time late determined by multiplying a time difference between the requested completion date and the scheduled completion date multiplied by a value of the item order;
selecting a customer service measurement from the group of customer service measurements;
deriving a customer service impact for each selected item order based on said comparing and the selected customer service measurement; and
reporting the customer service impact for each selected item order.
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Abstract
In general, in one aspect, the invention features a computerized method for determining customer service impact. The method includes receiving item orders having a requested completion date. The method also includes scheduling a scheduled completion date for each item order. The method also includes selecting at least one item order, each item order having a scheduled completion date. The method also includes comparing the scheduled completion date with the requested completion date for each selected item order. The method also includes deriving a customer service measurement for each selected item order based on the comparing step. The method can include the optional step of reporting and/or displaying customer service measurement data. In general, in another aspect, the invention relates to a system for determining customer service impact that performs the method steps just described.
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Citations
15 Claims
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1. A computer program product comprising a computer readable medium having computer-executable instructions thereon that, when executed by a computer, perform a method for quantitatively determining customer service impact of scheduling changes, the method comprising:
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receiving customer line item orders, each having a requested completion date, wherein each customer line item is an individual customer requested product for purchase; scheduling a scheduled completion date for each item order; selecting at least one item order, each item order having a scheduled completion date; comparing the scheduled completion date with the requested completion date for each selected item order, wherein said comparing comprises; generating a demand array of item orders; generating a supply array of manufacturing inventory; selecting an item order in the demand array; matching manufacturing inventory in the supply array with the selected item order; and comparing the scheduled completion date of an item in the supply array with the requested completion date for the matched item in the demand array; displaying a group of customer service measurements comprising days late, value late, and value-days late, wherein days late is determined by the amount of time difference between the requested completion date and a scheduled completion date multiplied by the value of the item order and multiplied by a predetermined interest rate; value late is a value of a late item order determined by multiplying a number of late item orders by a unit price per item order, then subtracting any commission and discount; and value-days late is a value-time late determined by multiplying a time difference between the requested completion date and the scheduled completion date multiplied by a value of the item order; selecting a customer service measurement from the group of customer service measurements; deriving a customer service impact for each selected item order based on said comparing and the selected customer service measurement; and reporting the customer service impact for each selected item order. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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Specification