Abstract: A plurality of acceptance messages associated with a first scheduled event having a scheduled event time are received. Each of the plurality of acceptance messages are associated with a respective user. A schedule conflict of a user associated with an acceptance message of the plurality of acceptance messages is identified. Responsive to identifying the schedule conflict, a probable attendance is calculated from the plurality of acceptance messages.

Abstract: A method and system for managing customer service processes for individuals and populations. In a specific health care embodiment, a clinician creates a draft care plan for a patient using template metadata. This plan includes a list of specific services to be provided. It can be routed to members of an inter-disciplinary team for input. Once finalized, workflow processes are instantiated for each service. An optimized itinerary is created for patient encounters. A workflow automation server manages the execution of each process instance, invoking resources according to workflow metadata. Care plans and encounter itineraries are automatically translated to a patient-understandable form. Clinical practice and outcomes data are analyzed to identify opportunities for improvement of the metadata.

Abstract: A computing environment or system is disclosed for use by a homeowner for real-time, on-line scheduling of a visit by technician or repairman to diagnose and, if authorized by the user, repair a home appliance such as a refrigerator or washing machine. The system is desirably accessible over the Internet by a customer using a Web browser wherein an interactive screen prompts the user and suggests product information and a nature of the problem. The system desirably obtains and provides to the user a schedule of available appointments for a manufacturer's factory service based on the product and customer information and location of the product. Where factory service is not available in the locality of the user, the system obtains and provides one or more local manufacturer authorized service providers. After selection of a service provider by the user, available appointments are provided. The user selects and confirms one of the appointments.

Abstract: A method of scheduling meetings within a calendaring system can include receiving a meeting request specifying a meeting time, at least one participant, and a supplemental meeting service to be scheduled concurrently with the meeting. A determination can be made that a supplemental meeting system is not available. Accordingly, participants can be notified of the meeting time and that supplemental meeting service information has not been determined. The method also can include attempting to obtain the supplemental meeting service information from the supplemental meeting system until a predetermined time prior to the meeting time. If the supplemental meeting service information is obtained before the predetermined time prior to the meeting time, the participants can be notified of the supplemental meeting service information.

Abstract: The present invention involves an analytical method of providing change management statistics in an organization which includes a plurality of individuals. The method involves the steps of: creating a survey including a plurality of questions relating to the subjects of Planning, Execution of the planning, and Persons responsible for the execution of the planning; obtaining responses to the plurality of questions from the individuals in the organization; and calculating at least one index relating to at least two of the subjects. The step of creating a survey includes creating questions on Planning which relate to vision, strategy and desired results; questions on Execution which relate to readiness, ambition, knowledge, ability and momentum; and questions on Persons which relate to least one of conditioning, fear, trust and inductivity. The step of obtaining responses includes a step of dividing the individuals in the organization into groups having one or more group members.

Abstract: An interactive survey and data management method and apparatus for collecting and processing survey information in which a questioning series of core item questions is asked of a sample participant and only when a core item response is within a predetermined range a second questioning series of drill-down questions that enable a more focused survey is then asked of the sample participate, otherwise the survey continues with the core item questions. The second questioning series may also contain open-ended questions called verbatims where the survey participant may give a detailed response to further explain an answer.

Abstract: A method for the allocation of resources. A series of products (refinements) is arranged in a product space plan (PSP) according to connectivities between the products and associated components (resources). An expected value function is derived for the plan, and converted into a closed form expression. The PSP is transformed into a working space plan (WSP) having corresponding elements for each product. A loading step is applied to the WSP wherein each element is sequentially analyzed to determine if an associated component gates production of that product. Each element is loaded, with components being unloaded from prior elements if a subsequent element is gated. A reloading step redetermines if any elements are gated by a component that might have been unloaded from the element. If the element remains gated, the elements sharing the component are merged into a sub-plan, which can be maximized as a function of a single variable.

Abstract: A time-phased forecasting and replenishment system (20) for retail organizations which can be used for inventory management and financial management. One or more computers (28) create time-phased plans for one or more retail facilities, such as various types of retail stores (23) and/or various types of suppliers (24). The system calculates projected sales for each product at each facility and calculates projected replenishment shipments between facilities and suppliers a specified number of weeks into the future. The calculated forecasts and replenishments are done in ways that account for the unique needs of retail organizations, and allow efficient processing and storage of the large data volumes typical in many retail organizations.

Abstract: In one aspect, a method for comparing suppliers includes sending survey questions for receipt by supplier computer systems. Programming instructions are also sent for receipt and execution by the supplier computer systems. The programming instructions are for causing the supplier computer systems to return supplier survey answers to a server. The answers are included in responding documents and are defined in a certain format as data elements included in the responding documents. The data elements are then parsed from the responding documents responsive to predetermined programming instructions and evaluated the data elements responsive to a predetermined set of rules.

Abstract: A method of scheduling meetings within a calendaring system can include receiving a meeting request specifying a meeting time, at least one participant, and a supplemental meeting service to be scheduled concurrently with the meeting. A determination can be made that a supplemental meeting system is not available. Accordingly, participants can be notified of the meeting time and that supplemental meeting service information has not been determined. The method also can include attempting to obtain the supplemental meeting service information from the supplemental meeting system until a predetermined time prior to the meeting time. If the supplemental meeting service information is obtained before the predetermined time prior to the meeting time, the participants can be notified of the supplemental meeting service information.

Abstract: A system and method of assessing the delivery of information technology (IT) service delivery from a providing organization to a customer. The system and method include techniques for assessing the maturity of the information technology services and for identifying factors which cause or contribute to a customer's perception of poor service. The present invention focuses on the customer and what he sees, rather than on the internal processes used by the IT organization to develop and deliver services to the customer. That is, the present invention is a system which focuses on the “delivery” aspect of IT services rather than on the “production” aspects of the IT activities within the IT shop.

Abstract: Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

Abstract: A method and apparatus for network-based sales force automation are provided that meet objectives of increasing sales and marketing efficiency and efficiency of technical and customer support by providing multi-dimensional displays of transactional information to users. Transactional information of deals, contacts, accounts, and leads is provided over the Internet using a Web browser. The information of related transactions is electronically linked, and the transactional information is electronically searchable using custom profiles. The transactional information is accessed and shared among host organization members according to a hierarchy and predefined territories. A Radar Screen Opportunity Display (RSOD) may be selected on which deal objects are displayed that represent the stages in a sales pipeline of corresponding deals.

Abstract: The present invention is a method for scheduling an event or meeting consisting of a plurality of persons which is determined by optimizing one or more variables. In the preferred embodiment, one or more requests for a meeting are pooled. A selected variable is optimized and an event is scheduled on the optimized variable. As additional meeting requests are pooled which conflict with the initial optimized event, the selected variable is again optimized and the event is dynamically rescheduled based on the optimized variable.

Abstract: Method and apparatus for automating a sales force is described. More particularly, a sales force automation program is provided having a leads module, a commissions module and a forecasting module. Record objects, generated within a module, are automatically routed for processing. Such record objects are routed from one computer to another via the Internet. A server with the sales force automation program is coupled to a sales database for providing information from and to client computers accessing the sales force automation program.

Abstract: In one aspect, a method for comparing suppliers includes sending survey questions for receipt by supplier computer systems. Programming instructions are also sent for receipt and execution by the supplier computer systems, The programming instructions are for causing the supplier computer systems to return supplier survey answers to a server. The answers are included in responding documents and are defined in a certain format as data elements included in the responding documents. The data elements are then parsed from the responding documents responsive to predetermined programming instructions and evaluated the data elements responsive to a predetermined set of rules.

Abstract: A systemic logic method is used to convert objective and subjective data into meaningful business information. A graphical representation is created to allow the rapid and efficient comparison of the data generated, enabling the business analyst or decision maker to make and/or support decisions. The invention may used to identify strengths, vulnerabilities or opportunities for a business.

Abstract: The present invention provides a model for assessing performance of a dynamic collaborative relationship. The present invention provides a method of modeling dynamic relationships by inputting data related to the collaborative relationship into a model, which comprises a plurality of components key to the collaborative relationship. Each of these components is interrelated with the model, and the model generates a value indicative of a condition or performance of the relationship. The relationship value can be analyzed by comparison with baseline values correlated to exemplary collaborative relationships. The present invention further provides methods of developing a model capable of assessing dynamic collaborative relationships.

Abstract: A trouble ticket tracking system and method including a server in communication with an electronic network and a database for storing trouble tickets in communication with the server. A user computer is in communication with the network and has access, via a graphical user interface (GUI), to the server. The graphical user interface includes at least one screen which is operable to enter a new trouble ticket along with (i) a person responsible for resolving the ticket and (ii) a severity level for the trouble ticket, and to store the trouble ticket in the database. A paging system is also in communication with the server and when the severity level associated with a new trouble ticket is above a predetermined threshold, the server automatically initiates a call to the person responsible via the paging system.

Abstract: A method and system of assisting a sales representative to manage a sales opportunity. The method includes the steps of establishing an actual sales cycle for an actual sales opportunity, establishing a degree of focus curve for each of the sales skills of probing, proving, and closing as a function of time within the actual sales cycle, and dividing the sales cycle into probe, prove, and close phases in which the probing, proving and closing degree of focus curves are respectively greater than the other degree of focus curves; comparing actual data relating to the actual sales opportunity with model data relating to a model sales opportunity and determining the nature and extent of any gap between the actual data and the model data; and providing a response to the sales representative to assist the sales representative in modifying activities and strategies for closing any gap or for winning the sale. The response is based, at least in part, on the phase of the sales cycle.