Abstract: A method, system and computer-readable medium for analyzing contact studies for a call service center is presented. The method includes the steps of: acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period; retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design; selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data; automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and creating a chart using the appropriate chart format and the data parameters. The steps in the method may all be automatically performed by an Analyzer logic.

Abstract: A computing device may determine that a policy event to initiate data destruction for a first set of data has been triggered. The first set of data may be located on a first file. The computing device may delete, in response to the determining, a first security key used for decrypting the first set of data. The computing device may delete, in response to the determining, one or more transaction log entries associated with the first set of data. The one or more transaction log entries may include a copy of the first set of data. The one or more transaction log entries may be a part of a transaction log. The transaction log may be a second file that stores a history of each data change within the database.

Abstract: A method, and associated computer system and computer program product. Tracking data relating to movement of two or more entities associated with individuals over a past time period is received. A vector is determined for predicted movement of each entity of the two or more entities over a future time period based on at least part of the received tracking data. A determination is made as to whether a first vector for predicted movement of an entity associated with a first individual is converging in time and space with a second vector for predicted movement of an entity associated with a second individual. An event involving the first and second individuals is predicted in response to determining a convergence of the first and second vectors.

Abstract: A method, system and computer-readable medium for analyzing contact studies for a call service center is presented. The method includes the steps of: acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period; retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design; selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data; automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and creating a chart using the appropriate chart format and the data parameters. The steps in the method may all be automatically performed by an Analyzer logic.

Abstract: A computing device may determine that a policy event to initiate data destruction for a first set of data has been triggered. The first set of data may be located on a first file. The computing device may delete, in response to the determining, a first security key used for decrypting the first set of data. The computing device may delete, in response to the determining, one or more transaction log entries associated with the first set of data. The one or more transaction log entries may include a copy of the first set of data. The one or more transaction log entries may be a part of a transaction log. The transaction log may be a second file that stores a history of each data change within the database.

Abstract: A method, system and computer-readable medium for analyzing contact studies for a call service center is presented. The method includes the steps of: acquiring data instances of a Collector tool from all persons monitoring contacts at a call service center during a given study period; retrieving a study design from a Planner tool to verify that acquired data instances conform to the study design; selecting data parameters for the acquired data instances, wherein the data parameters describe multiple features of the acquired data; automatically selecting an appropriate chart format that is appropriate for measurement units used by the data parameters; and creating a chart using the appropriate chart format and the data parameters. The steps in the method may all be automatically performed by an Analyzer logic.

Abstract: A computing device may determine that a policy event to initiate data destruction for a first set of data has been triggered. The first set of data may be located on a first file. The computing device may delete, in response to the determining, a first security key used for decrypting the first set of data. The computing device may delete, in response to the determining, one or more transaction log entries associated with the first set of data. The one or more transaction log entries may include a copy of the first set of data. The one or more transaction log entries may be a part of a transaction log. The transaction log may be a second file that stores a history of each data change within the database.

Abstract: A computing device may determine that a policy event to initiate data destruction for a first set of data has been triggered. The first set of data may be located on a first file. The computing device may delete, in response to the determining, a first security key used for decrypting the first set of data. The computing device may delete, in response to the determining, one or more transaction log entries associated with the first set of data. The one or more transaction log entries may include a copy of the first set of data. The one or more transaction log entries may be a part of a transaction log. The transaction log may be a second file that stores a history of each data change within the database.

Abstract: A system and method of managing business process calendars. A method of managing a process includes defining at least one process to be performed by a first entity for at least one second entity, and associating a first subset of a plurality of tasks of the at least one process with the first entity. The method further includes associating a second subset of the plurality of tasks with the at least one second entity, and creating a process calendar based upon the at least one process and the plurality of tasks. The method additionally includes displaying the process calendar.

Abstract: A computer implemented method, system, and/or computer program product manages capacity in a service-provider system. A software model of a physical service-provider system is created and stored in memory. A parameter for running the software model with real-time metrics from the physical service-provider system as inputs to the software model is established. If the parameter is met, then the software model is run using the real-time metrics from the physical service-provider system as inputs. A pre-determined action, which adjusts policies for, and capacity in, the service-provider system and is prescribed by a specific model output, is established. If the specific model output, which resulted from using the real-time metrics from the physical service-provider system as inputs for running the software model, is output from the software model, then the pre-determined action is executed.

Abstract: A system and method of managing business process calendars. A method of managing a process includes defining at least one process to be performed by a first entity for at least one second entity, and associating a first subset of a plurality of tasks of the at least one process with the first entity. The method further includes associating a second subset of the plurality of tasks with the at least one second entity, and creating a process calendar based upon the at least one process and the plurality of tasks. The method additionally includes displaying the process calendar.

Abstract: A computer implemented method, system, and/or computer program product manages capacity in a service-provider system. A software model of a physical service-provider system is created and stored in memory. A parameter for running the software model with real-time metrics from the physical service-provider system as inputs to the software model is established. If the parameter is met, then the software model is run using the real-time metrics from the physical service-provider system as inputs. A pre-determined action, which adjusts policies for, and capacity in, the service-provider system and is prescribed by a specific model output, is established. If the specific model output, which resulted from using the real-time metrics from the physical service-provider system as inputs for running the software model, is output from the software model, then the pre-determined action is executed.

Abstract: A computer hardware-implemented method, system, and/or computer program product creates an optimized project portfolio. Parameters, which defined constraints on a project portfolio, are established. The project portfolio is populated with a mixture of critical path projects and critical chain projects. The project portfolio is then optimized by: in response to determining that start and finish dates have been committed to project sponsors of in-progress projects within the project portfolio, locking the in-progress projects into place on a portfolio timeline; adjusting expectations for the in-progress projects based on performance to date in order to extend a finish date; combining all other projects, which are not yet committed, in priority order onto the portfolio timeline by mapping each generic timeline onto actual calendar dates; and sliding unanchored projects forward or backward on the portfolio timeline to fill holes and smooth bulges in the portfolio timeline.

Abstract: A computer implemented method, system, and/or computer program product manages capacity in a service-provider system. A software model of a physical service-provider system is created and stored in memory. A parameter for running the software model with real-time metrics from the physical service-provider system as inputs to the software model is established. If the parameter is met, then the software model is run using the real-time metrics from the physical service-provider system as inputs. A pre-determined action, which adjusts capacity in the service-provider system and is prescribed by a specific model output, is established. If the specific model output, which resulted from using the real-time metrics from the physical service-provider system as inputs for running the software model, is output from the software model, then the pre-determined action is executed.

Abstract: Under the present invention when a business process is desired to be outsourced from a client (e.g., a company or governmental unit) to a third party outsourcer, an outsourcing project is initially planned. Typically, the plan includes a plurality of overlapping phases that extend over several time periods. Thereafter, a cost for implementing the outsourcing project is estimated. Should the cost exceed a planned budget of the client, the excess/investment is addressed while an agreement between the client and the outsourcer for the outsourcing project is being reached. This can involve reducing scope, restructuring the overlapping phases to reduce or eliminate the excess cost, and/or integrating funding options to address the cost as part of the agreement.

Abstract: A computer implemented method, system, and/or computer program product manages capacity in a service-provider system. A software model of a physical service-provider system is created and stored in memory. A parameter for running the software model with real-time metrics from the physical service-provider system as inputs to the software model is established. If the parameter is met, then the software model is run using the real-time metrics from the physical service-provider system as inputs. A pre-determined action, which adjusts capacity in the service-provider system and is prescribed by a specific model output, is established. If the specific model output, which resulted from using the real-time metrics from the physical service-provider system as inputs for running the software model, is output from the software model, then the pre-determined action is executed.

Abstract: A method and system for establishing an Efficient Frontier (EF) and Attainment Rate (AR) for Business Transformation Outsourcing (BTO) is presented. EF is the maximum service level achievable at a point in time for a specific business process or business process area. AR is the pace at which the EF can be reached from an initial value. Clients, outsourcers, and third-parties determine whether proposals are infeasible (above EF) or inefficient (below AR). Fact-based discussions of the merits and limitations of various implementation initiatives are supported. A determination is made as to whether there are any business segments to which different EF and AR apply. Any underlying factors for the EF and AR of each business segment are determined, and any change (rise or fall) of EF over time is predicted to maintain an optimally accurate EF and/or AR for each business segment.

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 method and system for classifying small collections of hi-value entities with missing data. The invention includes: collecting measurement variables for a set of entity cases for which classifications are known; calibrating standard weights for each measurement variable based on historical data; computing compensating weights for each entity case that has missing data, computing case scores for each of one or more dimensions as a sum-product of compensating weights and variables associated with each dimension; executing an iterative process that finds a specific combination of compensation weights that best classify the entity cases in terms of distinct scores; and applying a resulting model, which is determined by the specific combination of compensation weights, to classify other entity cases for which the classifications are unknown.

Abstract: Disclosed are a method, a system and a computer program for managing services of human resources. The method comprises the steps of modeling human resources delivery services from a services provider to a client company to determine outputs from inputs and constraints; and constructing an objective function representative of services resources at said services provider. The method also comprises the steps of determining optimum levels of human resources based on said modeling, said constraints, and said objective function; and allocating said human resources based upon said optimum levels. Preferably, said optimum levels of resources are determined over tiers, sites and time periods. The preferred embodiment of the invention is a system and a method for resource allocation on BTO projects. This preferred system includes an optimization model, along with its inputs and outputs. This system may be used to address dynamic client needs before and during BTO projects.