Abstract: Techniques and systems for managing information providing insight into the operation of an enterprise are described. A system employs a plurality of servers and workstations to carry out the operations of the enterprise and stores data elements generated during those operations. A data management application allows an administrator to create and store metric records identifying selected data elements and information, to compute values for data elements and information belonging to the metric records and defining the presentation of the data elements and information. Values of metric records are periodically updated based on processing of data elements identified in the metric records. A reviewer is able to select desired metric records for examination and information contained in the metric records is presented to the reviewer in an initial format defined in the metric records.

Abstract: Systems and techniques are described for the management of a business organization's customer-related communications. One system is described that includes a central server computer, at least one originator terminal connected to the central server computer, at least one owner terminal connected to the central server terminal, and a database accessible by the central server computer. The originator terminal receives from an originator a submission containing customer-related information and transmits the submission to the central server computer. The submission includes a designation of a category of the submission, customer information, and an identified business issue. Based upon the submitted information, the system automatically assigns an owner to the submission, stores the submission in the database, and informs the owner of the assignment. The owner then develops a response to the submission and documents the response by using the owner terminal to access and updating the submission.