Patent ID: 7516048
Filing Date: 2009-04-07
Classification: G06Q

Abstract:
1. A method for calculating system service metrics of a customer service process and for calculating service agreement metrics for a service agreement, wherein the service agreement is for providing a customer service process to a customer, the method comprising the steps of: a) submitting a metric requirement for a customer service process to a standard requirements methodology engine, wherein the metric requirement includes an enumeration of input and output data points that explicitly incorporate metrics for the customer service process, wherein the customer service process is a process that provides a personal human interaction to a customer, wherein the metrics include a business model and business rules for the business model, wherein the business model describes the customer service process, and wherein the business rules include a maximum acceptable service response time for the personal interaction to the customer; b) decomposing, by the standard requirements methodology engine, the metric requirement into standardized predefined configuration elements that include requirements elements and configuration data for the customer service process; c) loading the standardized predefined configuration elements into an externalized metric configuration database; d) passing the configuration data from the externalized metric configuration database to a standardized extensible calculation engine, wherein the standard requirements methodology engine and the standardized extensible calculation engine both utilize a same class, a same object, a same function call, and a same interface; e) collecting transaction data and passing the collected transaction data to the standardized extensible calculation engine; f) calculating metrics for the customer service process in the standardized extensible calculation engine, wherein the metrics describe the customer service process, g) storing the metrics as transformed metric output; and h) utilizing the transformed metric output to develop a first service agreement metric for a service agreement, wherein the service agreement contains service level timeliness commitments, and wherein the service level timeliness commitments mandate compliance with the maximum acceptable service response time for the personal interaction to the customer.