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System and methods for managing complex service delivery through coordination and integration of structured and unstructured activities

  • US 8,554,596 B2
  • Filed: 06/05/2006
  • Issued: 10/08/2013
  • Est. Priority Date: 06/05/2006
  • Status: Active Grant
First Claim
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1. A computer implemented method of managing service delivery, said method including:

  • importing and instantiating a template workflow including work activities;

    creating a new workflow via a processor by extending the work activities with a sub-activity and ad hoc actions taken by one or more activity participant;

    prioritizing the work activities in the new workflow;

    determining whether an incomplete work activity of the work activities is not going to be completed in time based on past work activities in the new workflow and a current priority of the incomplete work activity;

    automatically escalating the current priority of the incomplete work activity if the incomplete work activity is not going to be completed in time;

    detecting patterns in an activity repository, the patterns including common extensions to structured activities using tools or resources, or additional steps taken in context of a structured activity;

    adding a new work activity to the new workflow based on the patterns; and

    storing the new workflow in a storage device.

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