Abstract: The present invention provides systems, methods and computer program-product for calculating and storing time and distance information in an economical and efficient manner. The time and distance information may be used in the development of traversable networks for the delivery and retrieval of items from multiple locations in a timely and efficient manner.

Abstract: Under the present invention, a call center study is planned and managed. Specifically, a call center study is first designed based on specific parameters such as customer segments, products, call types and population size. Thereafter, target values and assumed resource values are provided so that a target sample size and a required resources value can be computed. The call center study can then be planned based on the target sample size and required resources. As the study is being performed, calls will be tracked and monitored so that actual sample sizes can be determined. These values will be used to compute actual accuracy levels for the study, which will be compared to a previously provided target accuracy level. Based on this comparison, it can be decided whether the study should be terminated or continued.

Abstract: A model and method for channel-based workforce sourcing is provided. In one aspect, a computer model is populated to create a baseline capacity, including a current number of resources in each of a plurality of skill, sets for each of a plurality of available channels. The computer model is also populated with one or more modulators that affect business-defined values. A desired channel mix, for example, for a given time period may also be recommended and specified in the model. The model is validated and updated with additional or new information. The model and method then automatically generates a starting headcount based on the baseline capacity and ending headcount based on the one or more modulators. The model and method may also generate a targeted plan over a given period for achieving the ending headcount from the starting headcount according to desired channel mix.

Abstract: A system that can enable the atomization of application functionality in connection with an activity-centric system is provided. The system can be utilized as a programmatic tool that decomposes an application's constituent functionality into atoms thereafter monitoring and aggregating atoms with respect to a particular activity. In doing so, the functionality of the system can be scaled based upon complexity and needs of the activity. Additionally, the system can be employed to monetize the atoms or activity capabilities based upon respective use.

Abstract: In certain embodiments, a method for quantitative alignment of business offerings with the expectations of a business prospect includes accessing a novelty indicator for an offering, the novelty indicator being based on one or more characteristics of the offering and rating an innovation level of the offering. The method further includes accessing an innovation perception indicator for a prospect of the offering, the innovation perception indicator providing an indication of how the prospect views innovation. The method further includes comparing the novelty indicator for the offering with the innovation perception indicator for the prospect to determine if the offering is aligned with the expectations of the prospect. In certain embodiments, the method includes generating a recommendation, possibly in the form of a report, based on the comparison of the novelty indicator for the offering and the innovation perception indicator for the prospect.

Abstract: Stored in a computer are scores related to answers given by human representatives of organizational units in response to defined questions. For the organizational units, total scores and weighted total scores are calculated. The weighted total scores are calculated by adding up weighted maximum scores assigned to the questions, the weighted maximum scores depending on the respective organizational unit and the respective question. Competence levels of the organizational units are calculated by scaling the total scores of the respective organizational unit to a scale of competence reaching from zero to a maximum competence. The maximum competence corresponds to the weighted total score calculated for the respective organizational unit. The computer generates a graphical representation of the competence levels for multiple organizational units of a particular organization.

Abstract: Personal data mining mechanisms and methods are employed to identify relevant information that otherwise would likely remain undiscovered. Users supply personal data that can be analyzed in conjunction with data associated with a plurality of other users to provide useful information that can improve business operations and/or quality of life. Personal data can be mined alone or in conjunction with third party data to identify correlations amongst the data and associated users. Applications or services can interact with such data and present it to users in a myriad of manners, for instance as notifications of opportunities.

Abstract: Systems and methods for scheduling appointment reminders are based on multiple conditions including estimated travel time. An estimate of the time needed to travel between the user's location and the location of the appointment can be determined by retrieving location information from a global address list (GAL), a local address book of a calendaring application, from a map service, or other location determining technology. Users can subscribe to alert service to receive information regarding recent events such as traffic problems, flight delays, weather conditions, etc., which is then used in setting or modifying reminder times. Notifications can be generated for timing conflicts based on the estimated travel time. If the estimated travel time would require the user to leave a previous appointment early, or be late for a subsequent appointment, a notification can be generated to the user.

Abstract: The present invention provides a system and method for strategic budgeting of initial response for managing wildfires. According to the present invention, stochastic-integer-programming-based constrained optimization techniques are employed to develop a strategic budget by optimally allocating disaster management resources to disaster events belonging to scenarios associated with occurrence probabilities. According to the invention, certain machine-readable data describing fires may be subjected to computerized data processing, ultimately producing a determination of valid disaster management resources for each fire event, which may be used for strategic budgeting of initial responses for managing wildfires.

Abstract: A method for determining a variance trend in schedule data includes retrieving schedule data comprising a task description of a task and a plurality of milestones associated with the task including a baseline milestone associated with a baseline deadline, a first updated milestone associated with a first updated deadline, and a second updated milestone associated with a second updated deadline. The method further includes calculating a first variance by comparing the first updated deadline to the baseline deadline, calculating a second variance by comparing the second updated deadline to the baseline deadline, automatically determining the variance trend in schedule data by comparing the first variance to the second variance, and automatically generating a display representing the variance trend.

Abstract: A system and method for adaptive forecasting is provided. A model file containing a forecast model is generated. A calibration type that correspond to a symbol and a key in the forecast model is determined, and the model file is stored in a database. A request for a forecast based on the symbol and the key is received. The model file is retrieved from the database and a forecast is calculated using the forecast model.

Abstract: Determining a risk/reward model for a service provided by a service provider to a serviced entity where a value function for the service is dependent on at least value parameter, and comprises provision of a serviced entity base case being characteristic for at least one serviced entity value parameter without provision of a service and provision of a set of projects and their interdependencies being eligible for providing the service, each project having a given impact on a subset of one or both of the at least one serviced entity value parameter and at least one service provider value parameter. The risk/reward model is determined by way of performing a selection of the sets of projects resulting in a selection, further the model provides a risk/reward line, the risk/reward line is characteristic for whether a reward or a penalty is accredited to the service provider depending on achieved results.

Abstract: A system, method, and article of manufacture is disclosed for developing and managing a the test of a business initiative for a business network including business locations. In one aspect of the invention, a method is performed that includes performing a process for developing a business initiative to apply to the business network and performing a process for designing a test for the initiative. Further, the method includes executing the initiative at a set of test sites in accordance with the designed test, each test site corresponds to a selected business location in the business network. Also, performance results of the executed initiative may be analyzed and a rollout plan is created for implementing the initiative at a first set of business locations.

Abstract: Embodiments of the present invention pertain to prioritizing services based on business objectives is described. According to one embodiment, a probability of a service violation occurring within a predetermined time period is determined based on a service level jeopardy threshold being exceeded. The probability of a service violation corresponds to an incident. An alignment of the service level violation with a business objective is computed based on the probability of the service level violation. The incident is prioritized based on the alignment.

Abstract: In a structured workflow system, a configurable workflow engine provides mechanisms for executing and scheduling the work items in a defined way. End users use their discretion and define their own “local” processes and “local” rules for processing work items, or deviate from predefined processes. The configurable workflow engine might be installed at a server to organize workflows and business processes where end users can define processing steps for incoming work items by setting up rules and defining workflows as part of a local workflow structure. By defining these rules and workflows, the further processing steps of future incoming work items can be automated. When an administrator directs the workflow engine to move from a current phase to a next phase, the workflow engine deals with the incomplete items by allowing the administrator to carry over work items (or might do it automatically). End-user consultation might be included in the carry-over decisions.

Abstract: A method of managing capacity in a business process on demand for providing a service to a service requester. The method comprises the steps of providing a business process having one or more service inputs, at least one service output, at least one capacity constraint having a capacity level and a queue located ahead of the capacity constraint having an upper queue threshold and a lower queue threshold. The method further comprises gathering with a performance monitoring subsystem a set of business process data, and adjusting with a capacity management subsystem the capacity level of the capacity constraint in response to the set of business process data gathered by the performance monitoring subsystem.

Abstract: Determining a risk/reward model for a service provided by a service provider to a serviced entity where a value function for the service is dependent on at least one value parameter, and comprises provision of a serviced entity base case being characteristic for at least one serviced entity value parameter without provision of a service and provision of a set of projects and their interdependencies being eligible for providing the service, each project having and impact on a subset of one or both of the at least one serviced entity value parameter and at least one service provider value service. The risk/reward model is determined by way of performing a selection of the sets of projects resulting in a selection set, further the model provides a risk/reward line, the risk/reward line is characteristic for whether a reward or penalty is accredited to the service provider depending on achieved results.

Abstract: Compliance Control Framework of the present invention is designed to capture the context and actionables of the agreement at the time of inking of the agreement. Respective stakeholders are mapped in the Compliance Control framework using a tool and weighting capture in the agreement context. Stakeholders and independent parties evaluate the control environment at the point of delivery and update the tool on the compliance. The tool helps the stakeholder to identify options that would be available to comply with agreed requirements. Control framework provides opportunity to redefine or seek addendum or identify cost effective options through various means. The compliance framework monitors and tracks the progress through action taken report and update the tools to provide enterprise wide compliance perspective. The tool aids in traffic light decision points for management to anticipate compliance problem areas and close them through enterprise-wide initiatives.

Abstract: Methods, systems and computer program products for supporting supply chain facility performance analysis. Methods include maintaining supply chain facility configuration information for a plurality of supply chain facilities. The method also includes identifying variables that are attributed to performance of the supply chain facilities. Data corresponding to one or more of the variables for selected supply chain facilities in the plurality of supply chain facilities is collected. Performance analysis is performed for the selected supply chain facilities using the data as input. The performance analysis includes executing a data envelope analysis (DEA) based three-stage performance analysis model, executing a statistical analysis and executing a sensitivity analysis. The results of the performance analysis are output. The results include a performance ranking of the selected supply chain facilities, a prescription for performance improvement, a correlation analysis, and a sensitivity analysis.

Abstract: The present invention is directed to techniques for determining a value of a cumulative datum during a selected time interval. The disclosed method and system for collecting contact center data includes a plurality of agent and work item queues and a workflow server for distributing work items to available agents; and an event processor, that, for a selected a base time interval for accumulating a cumulative datum, determines a the rolling window that is at least one of equal and greater than the base interval and being an integer multiple of the base interval, and, when the rolling window partly spans a prior base interval, the processor can determine a rolling average for the cumulative datum over the width of the rolling window and, when the roiling window partly spans a prior base interval, the processor can estimate a value for the cumulative datum in the partly spanned prior base interval.