Patent ID: 8738411
Filing Date: 2014-05-27
Classification: G06Q

Abstract:
1. A computer implemented method of optimizing a service delivery system, the computer implemented method comprising: a processor initiating an optimization of a service delivery system in response to a change to a service level agreement between a service delivery enterprise that owns and manages the service delivery system and one or more customers of the service being delivered, a change in financial conditions of the service delivery enterprise, and a turnover of personnel in the service delivery enterprise; the processor receiving a first set of inputs that describes a current state of a service delivery system, wherein the set of inputs describes service areas of the service delivery system, skill levels of resources in each of the service areas, and predefined acceptable revenue levels for the service delivery system according to a current demand load on all of the service delivery system, and wherein the first set of inputs further describes the current state of the service delivery system in terms of service areas and resource distribution, resource salaries in the service delivery system, training and retraining cost models for the resources in each of the service areas, and a demand model of work orders for the service delivery system; the processor receiving a second set of inputs that describes a cost overhead for the service delivery system, wherein the cost overhead comprises salaries of the resources in each of the service areas, hiring and initial training costs associated with each skill level of resources in each of the service areas, and retraining costs associated with retraining skilled resources in one of the service areas in order to become retrained skilled resources in another of the service areas; the processor optimizing the service delivery system in order to derive an optimized service delivery system, wherein the optimized service delivery system is derived by utilizing the first set of inputs to maximize a service delivery optimization formula  that utilizes variables n, v  is subject to a constraint  wherein w  is subject to a constraint wherein r i is a number of resources in each of the service areas, and wherein T is a user-defined minimum number of resources to be maintained in each of the service areas regardless of any current workload; and the processor issuing instructions to deploy the optimized service delivery system.