Abstract: A method and system engineers Key Performance Indicators (KPIs). This method and system helps KPI engineers: 1) design effective KPIs based on target KPI behavior and performance leverage points; 2) validate KPI designs against sample sensor data while taking into account goal, resource, and policy changes; 3) verify that KPIs are usable and flexible based on user & owner feedback; and 4) calibrate KPIs for environmental and operational changes, plus anomalies.

Abstract: A method and system to optimally route telephone calls between shared service centers is presented. Using a combination of service tiers, Agent Directory, Instant Messaging (IM), and Voice over Internet Protocol (VoIP) provides optimal routing of incoming calls for assistance. The method utilizes different protocols during normal operations, transitional operations, and emergency operations, and addresses Shared Service Center (SSC) planning and management.

Abstract: Studies of call center activities are performed by using a tool having timer buttons for timing call activities during a live or recorded call. Code values are assigned to specific activities and activity subtypes. The calls are assigned to a plurality of reviewers who gather data using the tool. Reviewer data is consolidated into a master database. The data is normalized with agent performance ratings. The normalized data is analyzed statistically to determine leverage points for improvement.

Abstract: An example of a solution provided here comprises: performing a spending simulation, process simulation, information technology simulation, and value simulation, providing interactions among the simulations, and representing with the simulations the use by a client organization of one or more business transformation outsourcing services, such as sourcing, procurement, and payables.

Abstract: An example of a solution provided here comprises: performing a benefits simulation, performing a process simulation, performing an information technology simulation, performing a value simulation, providing interactions among the simulations, and representing with the simulations the use of at least one business transformation outsourcing service by a client organization.

Abstract: A method and system for operating a questionnaire. One embodiment of the method comprises the steps of providing a plurality of questions, associating at least one condition with each of at least some of the questions, and storing each of the questions in an associated computer file. For each of said some of the questions, the at least one condition associated with the question is stored in the same computer file in which the question is stored. In accordance with this method, satisfied conditions are identified, the stored conditions are parsed and questions whose associated conditions are all satisfied, are identified, and the identified questions are presented to a respondent.

Abstract: A system and method for managing capacity of professional and technical services is presented. This invention creates a simulated environment and information system in which users make decisions corresponding to resource management. The user may input actual resource supply and actual resource demand, or the user may generate a resource supply and resource demand pattern based upon a pattern number. The user may enter a resource plan or may have a resource plan automatically generated. The simulation outputs a resource usage report file that allows the user to analyze a variety of capacity management situations.

Abstract: A method and system for managing a relationship with a venture company. Specifically, the present invention provides a process for a business entity to analyze a relationship opportunity with a venture company. The process has four phases, namely, identification, screening, evaluation, and deployment. In addition, the present invention provides a database system for efficiently managing relationship information corresponding to the process.

Abstract: A method and system for operating a questionnaire. One embodiment of the method comprises the steps of providing a plurality of questions, associating at least one condition with each of at least some of the questions, and storing each of the questions in an associated computer file. For each of said some of the questions, the at least one condition associated with the question is stored in the same computer file in which the question is stored. In accordance with this method, satisfied conditions are identified, the stored conditions are parsed and questions whose associated conditions are all satisfied, are identified, and the identified questions are presented to a respondent.