Quality of records containing service data

• US 8,489,441 B1
• Filed: 08/13/2012
• Issued: 07/16/2013
• Est. Priority Date: 03/22/2012
• Status: Expired due to Fees

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Bivens, John A., Salapura, Valentina, Vukovic, Maja
• Primary Examiner(s): Sterrett, Jonathan G
• Assistant Examiner(s): Lan, Tzu-Hsiang
• Application Number:
  US13/584,378
• Time in Patent Office: 337 Days
• Field of Search: None
• US Class Current: 705/7.12
• CPC Class Codes: G06Q 10/06395 Quality analysis or management

Abstract

An embodiment of the invention, directed to assessing quality of recorded service data, comprises the step of receiving a record containing service data at a service record evaluator. The method further comprises selecting at least one information field of a plurality of information fields contained in the received record, and determining a numerical quality score for each selected information field. Each of the quality scores is used to compute a cumulative quality score for the record, and it is determined whether the cumulative quality score is no less than a minimum quality threshold.

Claims

1. A non-transitory computer program product comprising:

one or more computer readable storage devices;

computer program instructions stored on at least one computer readable storage device for selecting and processing multiple tickets to produce a keyword dictionary of terms in the multiple tickets;

computer program instructions stored on at least one computer readable storage device for receiving, by the processor, a record containing service data at a service record evaluator, the record comprising a specified ticket having a plurality of information fields, the plurality of information fields including a pull down field and an open end text field;

computer program instructions stored on at least one computer readable storage device for selecting the pull down field and the open end text field;

computer program instructions stored on at least one computer readable storage device for determining a first numerical quality score for the pull down field;

computer program instructions stored on at least one computer readable storage device for, using the keyword dictionary, identifying keywords included in the open end text field;

computer program instructions stored on at least one computer readable storage device for determining a second numerical quality score for the open end text field by multiplying a count of the keywords in the open end text field times a length of a work order description in the open end text field and a coefficient that normalizes the length of the work order description against a corpus of the multiple tickets;

computer program instructions stored on at least one computer readable storage device for combining the first numerical quality score and the second numerical quality score to obtain a cumulative quality score for the record;

computer program instructions stored on at least one computer readable storage device for determining that the cumulative quality score is less than a minimum quality threshold; and

computer program instructions stored on at least one computer readable storage device for generating, responsive to determining that the cumulative quality score is less than the minimum quality threshold, a message indicating one or more fields with insufficient quality scores.

2. The computer program product of claim 1, wherein:

the pull down field is selected from a group that includes at least a worktype field, a failure class field, and a failure symptom field.

3. The computer program product of claim 1, wherein:

the open end text field is selected from a group that includes at least a work order description field, and a classification description field.

4. The computer program product of claim 1, wherein the quality score for at least one information field is selectively weighted.

5. The computer program product of claim 1, wherein the ticket will be closed only if the cumulative quality score is not less than the minimum quality threshold.

6. The computer program product of claim 5, wherein:

responsive to a failure to close the ticket, generating a message which includes comments regarding ticket documentation.

7. The computer program product of claim 6, wherein:

the message indicates respective fields that have insufficient quality scores.

8. The computer program product of claim 6, further comprising:

computer program instructions stored on at least one computer readable storage device for, responsive to generating the message, receiving selective revisions of information contained in the ticket.

9. The computer program product of claim 1, further comprising:

computer program instructions stored on at least one computer readable storage device for determining the quality score for the open end text field includes determining a text length of said open end text field.

13. The computer program product of claim 1, further comprising:

computer program instructions stored on at least one computer readable storage device for calculating a contextual relevance of T(k) against Hi, where T is a weighted vector and T(k) is an importance or a quality of k, wherein k is a pull down field or an open ended text field, and wherein Hi is a history buffer minus a cluster of tickets.

10. Apparatus for assessing quality of recorded service data, comprising:

one or more processors, one or more computer readable memories and one or more computer readable storage devices;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for selecting and processing multiple tickets to produce a keyword dictionary of terms in the multiple tickets;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for receiving, by the processor, a record containing service data at a service record evaluator, the record comprising a specified ticket having a plurality of information fields, the plurality of information fields including a pull down field and an open end text field;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for selecting the pull down field and the open end text field;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for determining a first numerical quality score for the pull down field;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for, using the keyword dictionary, identifying keywords included in the open end text field;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for determining a second numerical quality score for the open end text field by multiplying a count of the keywords in the open end text field times a length of a work order description in the open end text field and a coefficient that normalizes the length of the work order description against a corpus of the multiple tickets;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for combining the first numerical quality score and the second numerical quality score to obtain a cumulative quality score for the record;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for determining that the cumulative quality score is less than a minimum quality threshold;

computer program instructions stored on at least one computer readable storage device for execution by at least one processor via at least one computer readable memory for generating, responsive to determining that the cumulative quality score is less than the minimum quality threshold, a message indicating one or more fields with insufficient quality scores.

11. The apparatus of claim 10, wherein:

the record containing service data comprises a ticket, wherein the ticket will be closed only if the cumulative quality score is not less than the minimum quality threshold.

12. The apparatus of claim 10, wherein:

determining the quality score for said open end text field includes determining a text length of the open end text field.