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System and method for determining optimal asset configurations while minimizing disruption to existing business operations in a service delivery environment

  • US 9,922,298 B2
  • Filed: 01/28/2013
  • Issued: 03/20/2018
  • Est. Priority Date: 12/12/2012
  • Status: Expired due to Fees
First Claim
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1. A system for determining asset configuration in a computer-based service delivery environment, comprising:

  • a simulation module developing a simulation model reflecting features of the service delivery environment;

    a constraint module receiving a plurality of constraints and outputting constraint data, wherein the plurality of constraints include a service level target, a limit for control of backlog, and a contractual constraint on resource availability;

    a search module using the simulation model and the constraint data to determine a plurality of asset configurations for evaluation, wherein the plurality of asset configurations each comprise a configuration of a plurality of agents, and at least one of a machine configuration and a computer software configuration, and wherein the determining of the plurality of the asset configurations is performed by using at least one metaheuristic mechanism;

    a first evaluation module determining a value of each of the asset configurations, and determining the asset configuration of the plurality of asset configurations that yields a value meeting a predetermined objective; and

    a second evaluation module determining a deviation from a current configuration that would be caused by each of the asset configurations, and determining the asset configuration that yields a lowest deviation of the plurality of asset configurations, wherein the second evaluation module uses the value meeting the predetermined objective from the first evaluation module as a constraint when determining the asset configuration that yields the lowest deviation;

    wherein determining the deviation from the current configuration is based on a weighted number of changes to the current configuration, and the weighted number of the changes is calculated by multiplying a count of the changes to the current configuration by one or more penalties;

    wherein determining the value of each of the asset configurations is based on utilization data comprising a percentage of time each agent of the plurality of agents is permitted to work;

    wherein the one or more penalties correspond to one or more of the changes determined to result in at least one of a shift change of an agent of the plurality of agents, a relocation of an agent of the plurality of agents, and an altering of which of one or more agents of the plurality of agents interact with an agent of the plurality of agents;

    wherein the value of each of the asset configurations is a monetary-based metric, and the deviation from the current configuration is a distance-based metric including a measure of one or more modifications to at least one of a current machine configuration and a current computer software configuration;

    wherein the lowest deviation is a solution that minimizes the one or more modifications to at least one of the current machine configuration and the current computer software configuration while meeting the predetermined objective;

    wherein the first and second evaluation modules receive simulation model data and the constraint data, and evaluate, via a simulation, whether an asset configuration of the plurality of asset configurations is able to meet the plurality of constraints;

    wherein one or more of the modules;

    determine whether a stopping criterion has been met;

    limit or remove one or more of the plurality of constraints if an asset configuration meeting the plurality of constraints is not found before the stopping criterion has been met; and

    continue with determining the value of each of the asset configurations after limiting or removal of one or more of the plurality of constraints; and

    wherein the modules are implemented on a computer system comprising a memory and at least one processor coupled to the memory.

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