Patent ID: 8155996
Filing Date: 2012-04-10
Classification: G06Q

Abstract:
1. A system for customer care complexity management, comprising: a processor; a project complexity module that, when executed by the processor, is configured to produce an overall project complexity index based on a plurality of project complexity attribute data for a plurality of projects in a current project launch plan, wherein the plurality of project complexity attribute data comprises an efficiency time period, a special knowledge requirement of the customer care specialist, a difficulty level, an other organization involvement, a device complexity, a feature complexity, and a dependency level, and wherein at least some of the plurality of project complexity attribute data are weighted differently to arrive at the overall project complexity index; a pipeline complexity module that, when executed by the processor, is configured to produce a pipeline project complexity index by aggregating the overall project complexity index for the plurality of projects in the current project launch plan and project complexity indices of previous project launch plans; a customer care index forecast module that, when executed by the processor, is configured to: a project launch capability assessment and threshold module that, when executed by the processor, is configured to identify an adjustment to the current project launch plan when at least one of the forecast customer care index is below a first threshold and the pipeline project complexity index is above a second threshold, wherein the adjustment to the current project launch plan comprises at least one of moving one or more of the plurality of projects in the current project launch plan into a different launch window, reordering one or more of the plurality of projects in the current project launch plan, and dropping one or more of the plurality of projects from the current launch plan.