Abstract: A computer-implemented method for managing a project. A board having rows and columns forming a grid of cells is first created or accessed. Security rules may be assigned to each of the cells. A number of task files each containing information about one of the project tasks are then created. Authorized persons may access the board and the task files with computers linked to the host computer and place representations of selected task files within selected cells of the board. Authorized persons may view a representation of the board with the selected task files shown within the selected cells or move the selected task files from cell to cell to indicate progress made on the tasks.

Abstract: A system and methods for managing dynamic teams, and in particular, for dynamically creating and modifying a team-based workflow is provided. The methods include defining a plurality of generic roles; assigning participants to the team; defining focus items; associating the focus items with the plurality of generic roles; and assigning each of the participants at least one of the plurality of generic roles.

Abstract: A system and method for automating the performance of substitute fulfillment. The system includes a server which receives absentee information representing an absent worker via a telephone communication link or an Internet communication link. In response to receiving the absentee information, the system generates a list of potential substitute workers. The system then contacts potential substitute workers until one is found or until the list is exhausted. The system can also post a list of positions that are available on a website allowing potential substitute workers to search for a position.

Abstract: A computer implemented method allocates resources within a workload management program. A computer identifies a first ratio for a first skill team of plurality of skill teams. The computer determines whether the first ratio for the first skill team exceeds a skill team threshold of the first skill team. Responsive to the computer determining that the first ratio for the first skill team exceeds the skill team threshold of the first skill team, the computer allocates the resources from at least one of the plurality of skill teams other than the first skill team to the first skill team. A computer program product and a computer system for allocating resources within a workload management program are also provided.

Abstract: A device and system for use in emergency management operations before and after a disaster. The system can also be readily customized for use in other markets and scenarios that are outside of disaster response. The device incorporates a GPS and/or a radio and/or cell phones with very simplified, pre-programmed instructions which are uploaded automatically in the device's memory via wireless technology prior to the unit's first use at a disaster site. Radios on the units can enable the searchers to audibly communicate with each other without cell towers. The system can be employed by cleanup teams, insurance adjusters, and any number of pre- or post-teams both focused on short and long term recovery operations. The system can also export data gathered in the field, as well as integrate this data with other pre-existing software via software APIs contained within the system and cell phone software.

Abstract: Systems and methods of providing customer support by matching consumers and pre-qualified service representatives are disclosed. Customer-to-business transactions can be facilitated by pre-qualifying both consumers and service representatives and matching the consumers to the corresponding representatives. For example, according to one exemplary embodiment, using information provided by the consumers, such as language spoken, expertise, rating, response time, etc., a matching system can determine a list of single, pre-qualified service representatives that matches or meets the needs of the consumers.

Abstract: A constraint-based framework models and solves the problem of assigning staff to various work-shifts or work-assignments, for example a day shift and a night shift, for a pre-defined scheduling horizon, for example three months. A work-schedule is produced, which is defined as a list of staff-shift or staff-assignment combinations that meet the various criteria set by the staff and the healthcare facility on how the staff need to work. The staff then uses this work-schedule to perform the needed activities for the amount of time specified by the scheduling horizon. The scheduling problem is modeled with the help of constraints and variables to express the physical constraints specified by the staff on their work schedules and the needs of the healthcare facility. By embedding the scheduling model within a software program, a work-schedule is produced quickly that meets the requirements of the staff and the healthcare facility.

Abstract: Methods of transitioning and realigning an existing organization structure into a new organization structure, are provided.

Abstract: Disclosed are arrangements, referred to as just-in-time workflow (JITW) arrangements, which provide a decentralised process (900) for performing a sequence of tasks, in which individual network services successively identify (961), assemble (960) and execute (962) a chain of subsequent network services on the basis of their suitability to communicate over a network and to perform their associated tasks.

Abstract: This invention involves a method and system for assessing the match between jobseekers and jobs by using perceptual mapping techniques to ascertain the proper fit of employee to employer. The purpose of this system is to add additional important information to the job matching process to enhance the quality and efficiency of the hiring process. This system involves a soft skills job matching system and method of using the same. The system uses vector algebra to find the closest match of employee to employer.

Abstract: An operations management method 1000 is disclosed herein and in one embodiment, the method 1000 includes at Stage 1 determining at least one competitive gap of the business and identifying at least one business objective to address the at least one competitive gap. At Stage 2, the method 1000 includes identifying at least one functional group for meeting the at least one business objective and generating an activity diagram to define work process of the business based on the at least one functional group. At Stage 3, the method 1000 includes identifying at least one improvement area based on the generated activity diagram and calculating current productivity of activities being performed at the at least one improvement area. At Stage 4, the method 1000 includes identifying an initiative to improve the at least one improvement area and which is expected to achieve a better productivity.

Abstract: A contact routing and scheduling system is provided allowing users to define various contact routing and scheduling contexts to direct a contact to a calendar of appointment availability representing the availability of a set of representatives pre-qualified to have times available for an appropriate appointment and to book an appointment as an integral part of the contact routing function. The system utilizes multiple visual user interfaces to allow users, contacts, and administrators to interact with the contact routing and appointment scheduling system. The system allows for user selection of contact routing and scheduling rules, association of scheduling activities to the contact routing process, and association of representatives who will ultimately accept appointments with contacts. The system also utilizes various techniques to associate contacts with particular contact routing and scheduling contexts received by the contact through email and/or other correspondence means.

Abstract: A system and method for an optimization of fulfillment workflow is disclosed. In accordance with one embodiment of the present disclosure. In accordance with embodiments of the present disclosure, a method may include receiving a request to be fulfilled from a client. The method may also include determining one or more item attributes associated with the request. The method may additionally include generating a batch of work units related to the request based at least in part on the one or more item attributes. The method may further include selecting an agent from a plurality of agents to process the batch. Moreover, the method may include transmitting the batch to the agent.

Abstract: Techniques for facilitating evaluation, in connection with the procurement or delivery of products or services, in a context of at least one of (i) a financial transaction and (ii) operation of an enterprise, are disclosed. The techniques involve retrieving party and counterparty preference profile data from digital storage media; performing multilateral analyses of the combined preference data by computing a closeness-of-fit value; and delivering a list matching the selected party and the at least one counterparty using the computed closeness-of-fit values.

Abstract: A workforce-management application is provided, resident on a digital medium, for reallocating human resources between two or more interaction-processing subsystems in a contact center. The application includes a state-monitoring application executable from the digital medium for monitoring the current volumes of interaction requests pending in all of the currently active subsystems, a logic function executable from the digital medium by the state-monitoring application, the logic function adapted to determine what specific human resources with the required skills are needed to satisfy the current interaction processing requirements, and a communication and notification function for communicating the determinations of the logic function between one or more subsystems and for notifying individual ones of the affected human resources about the activity changes before they are set to occur.

Abstract: A system for providing community for customer questions receives a customer question. The customer question may be classified into a classification from a plurality of classifications categorizing whether a question is answerable, needs expert assistance, needs more information, or is not answerable. Based on the classification and one or more incentives, the question may be further routed to an appropriate community. The interactions with a customer in receiving and answering the customer question may be recorded.

Abstract: Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure. In one embodiment, there is provided a method for adaptively assigning multiple contacts to an agent in a contact center, comprising providing a reporting engine containing an agent's metrics; providing an assignment engine for assigning multiple contacts to the agent based upon the agent's metrics received from the reporting engine; storing each contact being served by the agent with at least one agent metrics element to be measured by the reporting engine; updating the agent's metrics in the reporting engine based upon the measured at least one metrics element; comparing the agent's updated metrics with stored target metrics; and assigning multiple contacts to the agent when the agent's metrics is within the target metrics.

Abstract: Computer readable medium and program product for transitioning and realigning an existing organization structure into a new organization structure, are provided. An exemplary computer readable medium includes instructions that when executed by a computer, cause the computer to perform operations including receiving activities to support major functions of a new organization structure, receiving a listing of tasks to accomplish for each of the activities and associated roles, determining a total demand on each role based on associated tasks each role is responsible for performing across associated functions, determining a number of qualified personnel having a required competency available to fulfill each of the roles, determining a skills gap in transitioning to the new organization structure, and determining a resource requirements gap for the new organization structure.

Abstract: Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.

Abstract: A method, system and program product are disclosed for filling job orders, the method comprising: creating electronically a respective commitment reservation for each of a plurality of workers, with each respective commitment reservation comprising a commitment for the respective worker to work on a prospective job not yet created, with the prospective job having one or more job parameters; receiving electronically a job order subsequent to the creation of one of the commitment reservations, the job order specifying a job with one or more job parameters; matching the job parameters of the job in the job order to the job parameters in one or more of the commitment reservations to obtain a reservation-job match; and, securing automatically based on the results of the matching step the job in the job order to one of the workers with a commitment reservation.

Abstract: A system and method for searching for and scheduling appointments in a health care environment. The present invention is a computerized searching and scheduling system and method for scheduling appointments. The computerized searching and scheduling system and method comprises a plurality of search definitions for defining a plurality of standard searches based on health care provider pools, date offsets and time ranges. The plurality of search definitions define a plurality of appointment visits that are available for scheduling appointments. The computerized searching and scheduling system and method further comprises a plurality of scheduling algorithms for determining a scheduling solution based on parameters and rules by visit type, procedure, providers, and/or resources. Execution of the plurality of search algorithms provides a plurality of available appointment time options for selection in scheduling an appointment.

Abstract: A method and system for optimizing the manufacturing workforce and reducing workforce boredom in an assembly plant is provided. A master database contains all the plant workers along with all of the assembly tasks required to be performed at the assembly plant for a predetermined period, a repetitive threshold value for each worker, and a burden value for each assembly task. Each worker is assigned to a particular assembly task based upon the attributes of the worker and the assembly task requirements. A first schedule is generated by matching assembly tasks to a worker. The first schedule is then used to generate a second schedule such that workers do not exceed a repetitive value threshold or a burden value threshold. Thus the method and system generates schedules such that workers are given a variety of assembly tasks and therefore are not bored by performing the same task repetitively.

Abstract: The present invention discloses a system and method for providing agent referrals for real estate transactions. The system and method provides buyers and/or sellers with a real estate agent referral based on the type of real estate involved in the transaction and/or preferences of the buyer/seller. The real estate agent provided through the referral will be the highest performing real estate available with the performance of the real estate agent based on criteria received from the seller/buyer and transaction history of the real estate agent.

Abstract: A method, system, computer program product, and computer program storage device for determining an assignment of a task to a consultant is disclosed. The method, system, computer program product, and computer program storage device determine the assignment based not only on availability and skill set, but also based on an estimated impact on the emotional state and the physical state of consultants.

Abstract: A system and method for automatic or semi-automatic selection of service or processing providers is disclosed. In one embodiment of the present invention allows the user to input a set of preferences, and from that input automatically selects a service or processing provider that matches the attributes that are important the user as derived from the input preferences. In another embodiment, the process is semi-automatic in that the user provides a set of preferences, and the present invention filters and the service or processing providers and presents a limited number of them that match the user's preferences and from which the user can select one for processing of the particular task.

Abstract: A computer-implemented method for identifying requirements associated with a job type and to matching personnel to the requirements including identifying any deficiencies in satisfying the requirements is described. The method includes identifying one or more of each of a knowledge requirement, a skill requirement, and a behavior requirement associated with a job type, generating and administering a competency identification test for the job type based on the requirements, generating a personnel profile based on the competency identification test, the personnel profile including at least a knowledge competency, a skill competency and a behavior competency, and generating a role analysis report including a correlation score indicating the determined correlation between the competencies and the requirements.

Abstract: A system and associated method for looking up a best-fit record identified by a multi-field key. The multi-field key comprises multiple fields that are hierarchically organized in an order of significance in identifying a record. The system generates a set of key values that is used for a best-fit lookup of a search key value. Each value in the set of key values is specified in contiguous fields from the most significant field to a distinctive respective field. In looking up a record for the search key value, the most specific key value in the set is first compared with the search key value, and one-level less specific in the least significant field is next compared with the search key value, until the best-fit record for the search key value is found.

Abstract: Each work item from a group of work items is categorized as either complex or intense, and a unique work requirement statement is derived for each work item based on whether it is complex or intense. A unique resource value statement is assigned to different human resources. Past performances of the human resources are analyzed against completed work items in order to adjust the unique resource value statement, thus creating updated human resource value statements. An optimized work requirement statement is created by recalculating the unique work requirement statement for each work item based on the updated human resource value statements. A schedule for automated allocation of human resources to functional areas of an enterprise activity environment and scheduling of work items to the functional areas is formulated based on the optimized requirement statement for each work item in the group of work items.

Abstract: The present invention extends to methods, systems, and computer program products for a self-contained web-based communications platform for work assignments. Embodiments of the invention provide a self-contained platform for creating, assigning, and completing work assignments, including recording and transmitting all relevant work-related materials between managers and staff electronically. For example, a computer system can create a work breakdown structure that breaks work projects into smaller work assignments and can store objects relevant to completion of a work assignment in a work assignments database. Using skills and availability information, the computer system can determine which staff has the skill and availability for completing the work assignment. The computer system assigns the work assignment to a selected staff member and makes the work assignments database available to the selected staff member.

Abstract: Methods, computer program products and systems are described for obtaining at a first computer an online content item authored by an author for public online display. A credibility factor is determined for the author in association with the online content item. The credibility factor is based on information about the author to be true. In response to a query for online content, wherein the online content item is included in a set of search results, the ranking of the online content item in the set is determined in a second computer based at least in part on the credibility factor of the author. The first computer and the second computer can be the same or different computers.

Abstract: Systems and methods are disclosed that create a secure electronically recorded log utilizable in the field of emergency response material spill remediation. The system can receive information regarding a spill incident, wherein the information includes an approximate location of the spill incident or a description of a material spilt, populate the secure electronically recorded log with a geolocation code associated with the spill incident, wherein the geolocation code is ascertained as a function of the approximate location of the spill incident, and communicate a notification to a Project Manager assigned to oversee remediation of the spill incident or a representative of a client that supplied the information regarding the spill incident.

Abstract: A method is provided for managing the scheduling of a plurality of print jobs for a print shop. The method includes obtaining a print job input stream including the plurality of print jobs. Each of the plurality of print jobs is scheduled for processing unless at least one of the plurality of print jobs is determined to be a disturbance job, the disturbance job causing delays in processing of other print jobs in the plurality of print jobs that would not occur but for the existence of the disturbance job in the print job input stream. The disturbance job is then assigned a processing related value that increases over time, and scheduling of the disturbance job is delayed until the processing related value exceeds a selected threshold value.

Abstract: A method, system, and computer-readable medium is described for generating assessments of relevance of qualifications and of credibility of qualification issuers, such as in an automatic manner and for use by users in an electronic marketplace that facilitates interactions between task requesters who have tasks that are available to be performed and task performers who are available to perform tasks. Such assessments may in some situations be provided to users in various manners and for various purposes, such as to allow task requester users to identify appropriate qualifications to associate with their tasks and/or to allow task performer users to identify appropriate qualifications to acquire to assist in future performance of tasks. The assessments may be generated in various manners, including based on analyzing usage data related to the use of qualifications by task performers and task requesters and based on feedback provided by human users.

Abstract: Systems and methods for automatically processing candidate resumes and job specifications expressed in natural language into a normalized form using frequency analysis. A database of elements is provided in which each element is expressed in natural language and at least some of which are associated with a corresponding set of synonymous words or phrases. Candidate resumes and job specifications are received in electronic form and expressed in natural language. The candidate resumes and job specifications are analyzed to extract elements expressed in candidate resumes and job specifications. The extracted elements are compared to the database. For each extracted element, the most frequent element or synonym is identified an used as a common form for the extracted element. A set of candidate resumes is matched with a corresponding job specification by comparing the set of elements expressed in common form for the resumes with the set of elements expressed in common form for the job specification.

Abstract: A computer implemented method, program product, and/or system allocate human resources to a cohort. At least one attribute held by each member of a group of human resources is identified. A request is received, from a planned cohort, for multiple human resources that collectively possess a set of predefined attributes, wherein no single human resource possesses all of the predefined attributes. The set of human resources that satisfies the request is identified and assigned to the planned cohort.

Abstract: A job is divided into multiple discrete tasks that can be performed by multiple different workers of a distributed workforce. The tasks are assigned to the workers through their mobile phones or other communication devices, and the workers perform the assigned tasks and provide responses to the tasks through the devices. Workers are compensated, in part, based in part on the quality of their responses. Once the workers' responses have been determined to be sufficiently accurate, the responses are assembled into a final result. To manage the distributed workforce, the system stores information for each worker, such as an identification of the worker, the tasks previously completed by the worker, and the quality of performance of those tasks. The stored worker information is used to assign tasks to workers, to compensate workers, and in general to manage the workforce.

Abstract: Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.

Abstract: A system and method for matching candidates and placement providers through trusted recommenders without the need for the recommenders' direct engagement. The method includes receiving input from a provider regarding a recommender of candidates and from a candidate regarding a recommendation for that candidate by the recommender. A first trust score for the recommender is calculated, in accordance with a number of providers having a trust relationship with the recommender. A second trust score is calculated for the candidate with respect to a given provider, in accordance with the first trust score for the recommender, a trust relationship between the provider and the recommender, and a trust relationship between the candidate and the recommender. An ordered list of candidates is generated for the provider, in accordance with the second trust score.

Abstract: Systems and methods are provided that link automation asset analytics with social networking. Automation asset performance is monitored and analyzed in view of one or more asset application models, and asset performance anomalies or inefficiencies are identified. Asset performance management data generated by the analysis is used to search a repository of expert consultants, and one or more suitable consultants having requisite expertise to assist with the identified asset performance issues are identified. In some embodiments, the asset performance management data is forwarded to the selected consultants in order to convey the nature of the asset performance issue.

Abstract: A routing system and method efficiently routes tasks to users who are members of a large and geographically diverse workforce. Generally, limited information is known about each user's skills and behavioral factors. Based on a profile containing the known information about a user, task is efficiently allocated and routed to a user by matching attributes of the task to the profile using a neural network and a stochastic model. Feedback is collected by the routing system based on the user's handling of the task and on whether a solution provided by the user was accepted. Over time, as more feedback is collected, the profile and/or the neural network are refined which allows for more efficient routing of future tasks.

Abstract: A management system manages use of management object provided in facilities by using an information storage medium of a user. An entrance management apparatus, provided in the vicinity of an entrance of the facilities, stores use permission information for permitting the use of the management object on an information storage medium when the user enters the facilities. In the facilities, a use management apparatus, provided for each management object, controls availability or unavailability of the management object based on the use permission information stored on the information storage medium. Additionally, the use management apparatus stores, in the information storage medium, use information showing that the management object is used. Further, a room leaving management apparatus, provided in the vicinity of an exit of the facilities, manages leaving of the user based on the use information stored on the information storage medium.

Abstract: A facility is described for enabling workflow applications. The facility receives a request to identify an optimized resource list that identifies resources capable of performing a workflow process task. The workflow process task can be associated with a document type relating to a document associated with a workflow envelope. The workflow envelope can store multiple documents of at different document types. The facility includes a workflow engine and a simulation engine. The workflow engine performs workflow process tasks based on the tasks identified in the workflow envelope. The simulation engine can employ modeling and historical data from a workflow metrics data source to generate the optimized resource list and identify identifying resources matching the workflow process tasks identified in the workflow envelope.

Abstract: Embodiments provide aspects of a workspace interface that includes a number of customizable business role workspaces, but are not so limited. In an embodiment, a computer-implemented method provides a number of role-specific workspaces as part of an integrated business development application, each role-specific workspace including role-specific ribbon tools, gadgets, and/or tabs tailored to address particular aspects of a business or business role. In one embodiment, a number of customizable role-specific workspaces are combined with personal information management features as part of providing an integrated business management solution. Other embodiments are included and available.

Abstract: A method and system for measuring transferability of workers between and among occupations by means of the mathematical relationships between those occupations' key attributes, as defined by publicly available data on the competencies required as specified by a complete catalog of U.S. occupations known as O*NET. This method provides a concise, informative measurement for comparing the relative requirements of abilities, skills, knowledge, and other relevant attributes of occupations, enabling users to gauge the feasibility of transferring workers from one occupation to another.

Abstract: A computer system enables a business to determine a structure of a software application, obtain staffing information assigned to the application, and determine a staffing gap for different levels of the application. Staffing assessment may be expanded to a software portfolio that typically includes different applications and further to a line of business segment that corresponds to one or more portfolios. Supply coverage and demand coverage for each of the application levels is then determined so that staffing gaps for each of the application levels can be assessed. Staffing information may include staffing at different skill levels include subject matter experts, specialists, and generalists. The structure of an application may include modules that further include sub-modules. A training plan may be invoked when staffing is overly dependent on contractor support.

Abstract: Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.

Abstract: A system to realign an organization structure, program product, and associated methods are provided. The system includes an organization realignment program server, a database accessible to the organization realignment program server, a plurality of process development team member computers, a plurality of process development representative computers, and an organization realignment program product stored in the memory of the organization realignment program server to facilitate reorganization program development through online access to the plurality of data records.

Abstract: Share of Wallet (“SOW”) is a modeling approach that utilizes various data sources to provide outputs that describe a consumers spending capability, tradeline history including balance transfers, and balance information. These outputs can be appended to data profiles of customers and prospects and can be utilized to support decisions involving prospecting, new applicant evaluation, and customer management across the lifecycle. The outputs can be used as attributes to consider in developing a credit bureau scorecard.

Abstract: A system for collecting, verifying, and managing identity data, skill data, qualification data, certification data, and licensure data of emergency responders. The system trusted verification of identity, skills, qualifications, certifications, and licensure, and disseminates information specific or related to identity, skills, qualifications, certifications, and licensure at the scene of an emergency. The system includes information collection devices, data storage media, information retrieval devices, and information management devices. The information collected, managed, and disseminated may include identity information, medical information, skills information, qualification information, certification information, licensure information. Data in the system is stored in multiple formats, allowing for the retrieval of trusted information in an environment that is part of a network or devoid of network connectivity.

Abstract: Techniques for facilitating evaluation, in connection with the procurement or delivery of products or services, in a context of at least one of (i) a financial transaction and (ii) operation of an enterprise, are disclosed. The techniques involve retrieving party and counterparty preference data from digital storage media; performing multilateral analyses of the combined preference data by computing a closeness-of-fit value; and delivering a list matching the at least one party and the at least one counterparty using the computed closeness-of-fit values.