Patent ID: 6101479
Filing Date: 2000-08-08
Classification: G06Q

Abstract:
A method for allocating organizational resources to increase customers' positive impressions of an organization, thereby leading to increased market share and profits for the organization, the method comprising:measuring data of an organization to determine an initial allocation of the resources;determining a customer input to the organization, an output from the organization produced in response to the customer input, and a performance measure used by a customer to evaluate the output of the organization from a customer perspective;determining the functional units of the organization, and the corresponding input(s) and output(s) of each functional unit;constructing a process based organizational model of one or more primary macro processes as perceived by a customer to occur within the organization when the organization responds to the customer input by producing the output, wherein the organizational model is constructed independent of perceptions of the processes of the organization of persons other than customers;developing the process based organizational model to include interrelationships between the primary macro processes, and relevant front office, back office, and support subprocesses of the organization, wherein the front office, back office, and support subprocesses includes functional units of the organization;determining a primary macro process or a relevant front office, back office or support subprocesses of the organization having the greatest impact on the performance measure(s) which reflect how the customer(s) evaluate the output of the organization; andgenerating an output display that provides information for reallocating the organization's resources based on said determining, constructing and developing steps to improve the operation of the determined macro process or subprocess.