Performance management system

• US 7,848,947 B1
• Filed: 09/29/2000
• Issued: 12/07/2010
• Est. Priority Date: 08/03/1999
• Status: Expired due to Fees

• Current Assignee: NICE Systems Technologies Inc. (Nice Ltd)
• Original Assignee: IEX Corporation (Nice Ltd)
• Inventors: McGloin, Raymond, McGloin, Cathal
• Primary Examiner(s): O'Connor; Gerald J.
• Assistant Examiner(s): LE, LINH GIANG
• Application Number:
  US09/672,829
• Time in Patent Office: 3,721 Days
• Field of Search: 705/1, 705 2- 4, 705/5, 705/7, 705/9, 705/11
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management

Abstract

A performance management system (1) has a database (9) with KPI (10), Results & Ratings (11), and configuration date (12) tables. Configuration functions (8) configure the system to the environment and information management functions perform raw data capture and processing. The configuration functions (8) include a data dictionary function for formulation of calculation rules, and an objective wizard function for configuring objectives. Objectives are associated with individual agents by associating appraisal rating groups and data dictionary items with objectives. The objectives are grouped into objective groups, in turn associated with individual agents.

Claims

1. A computer-implemented performance management method operable in an enterprise comprising individuals organized according to a hierarchy, the method comprising:

providing a user interface by which a user defines a data dictionary, the data dictionary defining processing of performance management data, wherein the data dictionary comprises one or more data fields, an operator for defining an operation to be applied to performance management data in at least one of the data fields, and wherein each data dictionary field comprises a user-selectable level of the hierarchy to which the data dictionary field is to be applied;

at a performance management transaction server;

receiving performance management data;

applying the received performance management data against the data dictionary; and

creating for an employee an individual performance measurement according to the operation at the user-selectable level of the hierarchy.

2. The method of claim 1 wherein the performance management data includes data aggregated from a first level of the hierarchy to a second level of the hierarchy to generate an aggregate value.

3. The method of claim 2 wherein the first level of the hierarchy is associated with a set of employees and the second level of the hierarchy is associated with a manager of the set of agents.

4. The method of claim 3 wherein each of the set of employees has an associated objective having a value, wherein values of the associated objective for each of the set of employees are aggregated and associated with the manager.

5. The method of claim 2 wherein each of the set of employees is rated on a team objective.

6. The method of claim 1 wherein the performance management data is received from one or more systems.

7. The method of claim 1 comprising generating a report based on a result of applying the received performance data against the data dictionary.

8. The method of claim 1 wherein the operation associates data from a first data field with data from a second data field.

9. The method of claim 1 wherein the dictionary entry comprises a rule that defines a value associated with performance management data in at least one of the data fields.

10. The performance management method of claim 1 wherein the rule enables a first user in the hierarchy to override a configuration setting of a second user in the hierarchy.

11. The performance management method of claim 10 wherein the configuration setting is overridden by a manager.

12. The performance management method of claim 1 wherein the data dictionary further includes a user-selectable measurement period against which the operation is to be applied.

13. The performance management method of claim 1 wherein the user interface is provided by a web page.

14. The performance management method of claim 1 wherein the hierarchy comprises a first level, and a second level.

15. A computer-implemented performance management apparatus operable in an enterprise comprising individuals organized according to a hierarchy, the apparatus comprising:

a user interface allowing a user to define a data dictionary, the data dictionary defining processing of performance management data, wherein the data dictionary comprises one or more data fields, an operator for defining an operation to be applied to performance management data in at least one of the data fields, and wherein each data dictionary field comprises a user-selectable level of the hierarchy to which the data dictionary field is to be applied;

an information management function executed on a performance management transaction server to receive performance management data, to apply the received performance management data against the data dictionary, and to create for an employee an individual performance measurement according to the operation at the user-selectable level of the hierarchy.

16. The apparatus of claim 15 wherein the performance management data includes data aggregated from a first level of the hierarchy to a second level of the hierarchy to generate an aggregate value.

17. The apparatus of claim 15 wherein each of the set of employees is rated on a team objective.

18. The apparatus of claim 15 wherein the performance management data is received from one or more systems.

19. The apparatus of claim 15 wherein the information management function is to generate a report based on a result of applying the received performance data against the data dictionary.

20. The apparatus of claim 15 wherein the hierarchy comprises a first level and a second level.