Abstract:
A method for managing remediation of alerted products implemented using a computer having a processor and a display device is provided. The method comprises identifying an alert related to a product. The method also comprises facilitating handling of the alert by a user of the product. The method further comprises receiving data related to alert handling from the product user. The method further comprises analyzing the data related to alert handling with other data related to the alert. The method further comprises displaying the analyzed data on the display device. The method further comprises, based on the analyzed data, monitoring remediation efforts related to the alert.

Description:
RELATED APPLICATIONS 
       [0001]    This application claims the benefit of the filing date of U.S. Provisional Application No. 61/071,036 filed Apr. 9, 2008, and U.S. Provisional Application No. 61/136,727 filed Sep. 29, 2008, incorporated in their entirety by reference. 
     
    
     FIELD OF THE INVENTION  
       [0002]    The present invention relates generally to an enterprise application. More particularly, the present invention relates to supplier and customer collaboration services in an alert distribution and management system. 
       BACKGROUND OF THE INVENTION  
       [0003]    When a product supplier, such as a manufacturer, a distributor, or a reseller, determines that a product is defective or requires a customer intervention, the product supplier may issue an alert (e.g., a recall notice, field correction, repair instructions, etc.) to notify customer organizations and users to stop using the product, return the product, etc. Issuing an alert is costly to a product supplier because an alerted product may need to be replaced or fully refunded, but it often limits liability for a product supplier, protects public safety, and prevents further damage to the product supplier&#39;s corporate or trade image. To maximize these efforts, the product supplier should inform the affected parties as quickly as possible to limit potential safety implications. 
         [0004]    A product alert may not be easy to learn about because, for example, a product supplier may not always widely publicize an alert. A product supplier may merely notify a government agency and/or only a few affected customer organizations. These types of alerts may not be publicized beyond the small subset of the customer communities. Further, a customer organization may have hundreds or thousands of products to search for alerts on and only limited resources for handling alerts. 
       SUMMARY OF THE INVENTION 
       [0005]    An alert distribution and management system with supplier and customer collaboration services using information technology may alleviate the supplier and customer collaboration problems in alert and returns management. One example of such a system may be the collaborative Risk and Safety Management Alert System (RASMAS) from Noblis. The alert distribution and management system with supplier and customer collaboration services provides new capabilities for product suppliers to collaborate with users and customer organizations related to remediation of alerted products and for the users and customer organizations to collaborate with one another in handling alerts. 
         [0006]    In an alert distribution and management system consistent with embodiments of the present invention, alert-related remediation data may be analyzed and provided to product suppliers. Access to remediation data may enable product suppliers to evaluate alert and remediation processes, tailor future alerts, and monitor remediation efforts. Product suppliers may also manage reimbursement and repair of alerted products based on the remediation data. Using collaborative technologies and content management solutions provided by the system, product suppliers may manage remediation data, and distribute alert handling information, including multimedia, to specific users and customer organizations. 
         [0007]    In addition, in an alert distribution and management system consistent with embodiments of the present invention, a user or customer organization may collaborate with other users or customer organizations in a community setting. In the community, a community member may be associated with a specific alert, and community members may be able to seek assistance or information from other community members who may be experts in handling a specific alert or in an alerted product. Community members having expertise may have a rating, ranking, or other indicator of the level of expertise. A member may be able to search and/or identify an expert based on different search criteria. The system may also promote collaboration among community members by forming an association to connect community members that perform similar roles in their respective customer organizations. 
         [0008]    Consistent with embodiments of the invention, a method for managing remediation of alerted products implemented using a computer having a processor and a display device is provided. The method comprises identifying an alert related to a product. The method also comprises facilitating handling of the alert by a user of the product. The method further comprises receiving data related to alert handling from the product user. The method further comprises analyzing the data related to alert handling with other data related to the alert. The method further comprises displaying the analyzed data on the display device. The method further comprises, based on the analyzed data, monitoring remediation efforts related to the alert. 
         [0009]    In another embodiment, a method for facilitating collaboration in alert handling among a plurality of users of a product using a computer having a processor is provided. The method comprises, for each of the plurality of product users, creating a profile specifying the user&#39;s role in handling alerts related to the product and a ranking of the user&#39;s expertise in alert handling. The method also comprises associating one product user with another product user based on the user profiles. The method further comprises providing a forum for the associated product users to share information related to alert handling. 
         [0010]    In yet another embodiment, a system for managing remediation of alerted products is provided. The system comprises software components embodied on a computer-readable medium. The software components comprise an alert distribution and management component configured to identify an alert related to a product, facilitate handling of the alert by a user of the product, and receive data related to alert handling from the product user. The software components also comprise a collaboration component configured to analyze data related to alert handling with other data relating to the alert, and monitor remediation efforts related to the alert based on the analyzed data. The system also comprises a display device for displaying the analyzed data. 
         [0011]    It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only, and should not be considered restrictive of the scope of the invention, as claimed. Further features and/or variations may be provided in addition to those set forth herein. For example, embodiments consistent with the present invention may be directed to various combinations and subcombinations of the features described in the following detailed description. 
     
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         [0012]    The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate various embodiments and aspects of the present invention. In the drawings: 
           [0013]      FIG. 1  is a block diagram illustrating an exemplary alert distribution and management system with supplier and customer collaboration services consistent with embodiments of the present invention; 
           [0014]      FIG. 2  is a flow diagram illustrating an exemplary alert collection and distribution process consistent with embodiments of the present invention; 
           [0015]      FIG. 3  is a flow diagram illustrating an exemplary alert management and coordination assignment process consistent with embodiments of the present invention; 
           [0016]      FIG. 4  is a block diagram illustrating an exemplary alert escalation process consistent with embodiments of the present invention. 
           [0017]      FIGS. 5A-5D  are screen displays of web pages generated and presented by an exemplary web application of an alert distribution and management system consistent with embodiments of the present invention; 
           [0018]      FIGS. 6A-6G  are screen displays of web pages generated and presented by an exemplary web application of supplier and customer collaboration services consistent with embodiments of the present invention; 
           [0019]      FIG. 7  is a context diagram illustrating exemplary interactions between components in an exemplary alert distribution and management system with supplier and customer collaboration services consistent with embodiments of the present invention; 
           [0020]      FIG. 8  is a screen display of an exemplary communication tool for customers in an alert distribution and management system with supplier and customer collaboration services consistent with embodiments of the present invention; 
           [0021]      FIG. 9  is a screen display of an exemplary report of remediation data consistent with embodiments of the present invention; 
           [0022]      FIGS. 10A-10C  are screen displays of sample reports of remediation data consistent with embodiments of the present invention; and 
           [0023]      FIG. 11  is a context diagram illustrating exemplary interactions among members of collaboration communities in an exemplary alert distribution and management system with supplier and customer collaboration services consistent with embodiments of the present invention. 
       
    
    
     DESCRIPTION 
       [0024]    Reference will now be made in detail to embodiments of the invention, examples of which are illustrated in the accompanying drawings. Implementations set forth in the following description do not represent all implementations consistent with the claimed invention. Instead, they are merely some examples consistent with certain aspects related to the invention. Wherever possible, the same reference numbers will be used throughout the drawings to refer to the same or like parts. 
         [0025]    Once a user is notified of an alert, it can be difficult to learn about how to handle the alert. For example, an alert may be handled by removing, repairing, returning a defective product, changing a defective procedure, etc. Once a customer organization, such as a healthcare provider, has developed a response procedure or expertise in handling a particular alert, other customer organizations may benefit from sharing the expertise. However, the customers in need of assistance in handling alerts may not even know where to seek help resolving alerts. Even when information on handling alerts is available, it may be difficult to assess whether the information is reliable or from a trustworthy source. There may also be a type of alert that requires collaboration among many entities, for example, when a recall must involve removing all or a majority of recalled products from the market. Bringing affected customer organizations, especially healthcare providers, together to collectively handle alerts can be difficult. 
         [0026]    In some instances, product suppliers may be the best source of expertise in handling alerts; however, product suppliers may often lack infrastructure to send the information to the affected customer organizations without alarming their unaffected customer base. Products are normally distributed to multiple users, directly or indirectly, and product suppliers, particularly manufacturers, often lack infrastructure or process to precisely learn the final destinations of their products. Product suppliers may benefit from learning how their products are remediated at various customer and/or user locations after recall notices have been sent out. The information collected from different users may help product suppliers to assess the damages resulting from alerts, and may be used to better manage the alerts and their businesses. The information may also be distributed to the customer organizations that are in need of help in handling the alerts. However, product suppliers also often lack mechanisms to collaborate with their customer organizations related to remediation of their alerted products, and to distribute information related to their products and remediation to specific customer organizations or users. 
         [0027]      FIG. 1  illustrates an exemplary alert distribution and management system with supplier and customer collaboration services  110 . As shown in  FIG. 1 , system  110  may include alert processor  112 , services component  113 , database  114 , web application  116 , and interface component  118 . Alert processor  112 , services component  113 , database  114 , web application  116 , and interface component  118  may include any number of computers, devices, hardware, and/or mainframe located anywhere and distributed among multiple locations. Alert processor  112 , services component  113 , database  114 , web application  116 , and interface component  118  may also include operating systems, such as Microsoft Windows™, or any UNIX derived operating system, such as Linux™, Solaris™, and FreeBSD. 
         [0028]    Alert processor  112  may perform alert distribution and management functionality, such as alert collection, distribution, management, and coordination assignment. For example, alert processor  112  may enable establishing accounts for new alert subscribing customer organizations and enable obtaining, enhancing, and distributing alerts to the customer organizations. To this end, alert processor  112  may perform alert collection and distribution process  200  and alert management and coordination assignment process  300 , as described in more detail with respect to  FIGS. 2 and 3 , respectively. 
         [0029]    Services component  113  may provide supplier and customer collaboration services, such as enabling collaboration among product supplier  120  and/or customer organizations  130 ,  140 , and  150 . For example, services component  113  may enable product supplier  120  to identify affected customer organizations and communicate information with the affected customer organizations. Services component  113  may also process remediation data collected from customer organizations  130 ,  140 , and/or  150  for product supplier  120  to help product supplier  120  to evaluate its alert and remediation processes and efforts, plan its reimbursement and repair of alerted products, etc. For customer organizations  130 ,  140 , and  150 , for example, services component  113  may enable user  132  of customer organization  130  to identify an expert in handling an alert or a product. The expert may be, for example, related to customer organization  140  or  150 , product supplier  120  or even within customer organization  130 . Once an expert is identified, services component  113  may enable user  132  to communicate with the identified expert via various communication channels. 
         [0030]    Database  114  may include a database management system (DBMS). The DBMS may store and retrieve data from, and manage database  114 . To this end, the DBMS may provide services such as transactions and concurrency, indexing, security, and backup and replication. The DBMS may be based on, for example, a relational model, object database model, post-relational database model, hierarchical model, or flat model. In certain embodiments, a DBMS may be implemented as Oracle™ DBMS, IBM&#39;s DB2™, Microsoft SQL Server™, PostgresSQL, or MySQL®. 
         [0031]    Database  114  may include a collection of data related to alert collection, distribution, management, and coordination assignment. For example, database  114  may store any data necessary for alert processor  112  to operate and provide its functionality. To this end, database  114  may include any data involved in alert collection and distribution process  200  and alert management and coordination assignment process  300 , as described in more detail with respect to  FIGS. 2 and 3 , respectively. Database  114  may further include a collection of data related to management of returns, reimbursements, and replacements processes of alerted products. 
         [0032]    Database  114  may also include a collection of data related to supplier and customer collaboration services. For example, database  114  may store collaborating member profiles. Member profiles may be collected from users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and/or  154 , and may include the name and address of the customer organizations that the users are associated with, the users&#39; role in handling alerts within their customer organizations, etc. Member profiles may also include the users&#39; contact information in case other users or product suppliers may desire to contact the users, data about specific products or alerts the users handle, etc. Database  114  may store product supplier profiles for one or more product suppliers  120 . Product supplier profile data may include product supplier&#39;s contact information, product supplier&#39;s preference information, etc. By providing product supplier&#39;s preference information, product supplier  120  may specify, for example, what and how data is collected from customer organizations and presented to the product supplier, channels of communication with customer organizations, etc. In addition, database  114  may store comments and ratings for the comments, supplied by participating members, relating to specific alerts and alert handling. 
         [0033]    Through member profiles, the users may indicate whether they would be willing to be contacted and/or the users&#39; contact information may be made available to other members and product suppliers. To this end, the users may indicate their desired level of participation as members of collaboration communities, such as the community connection, described further in detail with respect to FIGS.  5 D and  6 A- 6 F. The users may also opt out of supplier and/or customer collaboration services if they desire. In certain embodiments, the users may use a registration process to join a collaboration community. During the registration process, the users may be provided with terms and conditions, and asked to accept them before joining a collaboration community. The member profile data may be used to search for experts and determine an expert&#39;s level of expertise. In certain embodiments, a comments and ratings section including comments from members may be used in determining the members&#39; level of expertise, reliability, etc. In other embodiments, experts&#39; level of expertise may be determined using an algorithm based on various factors to ensure that the level of expertise may be fairly and objectively represented to the members of collaboration communities. 
         [0034]    Web application  116  may include a web server. The web server may accept hypertext transfer protocol (HTTP/HTTPS) requests from users, such as product supplier  120  and users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and  154  through network  172 , and send HTTP/HTTPS responses back to the users with web pages, which may comprise hypertext markup language (HTML) or extensible markup language (XML) documents and any linked or embedded objects, such as images, videos, and other multimedia. For example, the web server may exchange XML-based messages with the users using Simple Object Access Protocol (SOAP) on top of HTTP/HTTPS. In certain embodiments, web application  116  may enable the members of collaboration communities, such as product suppliers  120  and users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and  154 , to communicate via chat rooms, live meetings, wiki collaboration, video training, etc. In other embodiments, web application  116  may rely on tools provided by a third party to enable the members of collaboration communities to communicate via chat rooms, live meetings, wiki collaboration, or video training. The web server may be implemented as Apache HTTP Server™, Internet Information Service (IIS)™, Sun Java System Web Server™, or IBM HTTP Server™ although any web server technologies may be used to provide the web server functionalities. 
         [0035]    Web application  116  may include an application server that enables dynamic generation of web pages. For example, web application  116  may be based on Java Enterprise Edition (JEE) technologies, such as Java Server Page™ (JSP) and Java Servlet™, to enable dynamic generation of web pages, and a JEE application server, such as IBM&#39;s WebSphere™, BEA&#39;s WebLogic™, JBOSS™, and JRun™, may be employed as an application server to support the technologies. Web application  116  may alternatively employ Microsoft .NET Framework™, such as ASP.NET™ to enable dynamic generation of web pages. 
         [0036]    Web application  116  may function as a user interface to system  110 , and expose the functionalities of alert processor  112  and services component  113  to product supplier  120  and users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and/or  154 . To this end, web application  116  may present web pages to the users, receive requests originated from users, and repackage and/or relay the requests to alert processor  112  in the format understandable by alert processor  112 . In addition, web application  116  may present web pages to the members of collaboration communities, such as product suppliers  120  and users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and  154 , receive requests originated from the members, and repackage and/or relay the request s to services component  113  in the format understandable by services component  113 . After alert processor  112  or services component  113  finish processing the requests, web application  116  may receive results from the processing, generate web pages with the results, and present the web pages to the users. Web application  116  and exemplary web pages generated and presented by web application  116  are described in more detail with respect to  FIGS. 5A-5D ,  6 A- 6 G,  7 - 9 , and  10 A- 10 C. 
         [0037]    Customer organizations  130 ,  140 , and  150  may subscribe to system  110  for alerts, and may access system  110  using web application  116 , as shown in  FIG. 1  Customer organizations  130 ,  140 , and  150  may also manage returns, reimbursement, and replacement processes of alerted products. Customer organizations  130 ,  140 , and  150  may be any organization that may receive, manage, and/or respond to alerts using system  110 . For example, customer organizations  130 ,  140 , and  150  may be hospitals or medical centers that receive product recall alerts in areas such as biomedical devices, blood products, children&#39;s consumer product such as toys, food, laboratory products, medical supplies, pharmaceutical products, radiology products, tissues and organs, engineering and facilities related products and devices, and healthcare related hardware and software. In certain embodiments, customer organizations  130 ,  140 , and  150  may include a number of facilities, and each facility may receive alerts relevant to its functions only. For example, a facility with a pharmacy department may be interested in receiving product recall alerts in pharmaceutical products while a facility without a pharmacy department may not. 
         [0038]    Customer organizations  130 ,  140 , and  150  may employ any number of users that may manage and respond to alerts. In certain embodiments, customer organization  130  may employ users  132 ,  134 , and  136 , customer organization  140  may employ users  142  and  144 , customer organization  150  may employ users  152  and  154 , as shown in  FIG. 1 . In certain embodiments, users  132 ,  134 , and  136  may manage and respond to alerts for all facilities within alert subscribing entity  130  while users  142  and  144  may manage and respond to alert for only one facility within alert subscribing entity  140 . In certain embodiments, users  132 ,  134 , and  136  may be charged with a single role in managing and responding to alerts while users  142  and  144  may be charged with multiple roles in managing and responding to alerts. For example, user  142  may be charged with a managing role (“manager”) that may require overseeing alert processing within alert subscribing entity  140 . User  142  may also be charged with another role, such as an administrating role (“administrator”) that may require handling administrative tasks, such as entering data into system  110 . 
         [0039]    User  134  may be charged with a coordinating role (“coordinator”) that may require assigning alerts to a user charged with a responding role (“responder”). For example, in coordinating alerts, user  134  may assign a product recall alert to user  136 , who may be a responder. The assignment may require user  136  to handle the alert by disposing of the recalled product. Failure to perform assigned roles may trigger an escalation process as described in greater detail with respect to  FIG. 4 . Actions that users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and  154  may perform through web application  116  may be limited based on the assigned roles. In certain embodiments, however, any of users  132 ,  134 ,  136 ,  142 , and  144  may access and perform any actions to manage returns, reimbursements, and replacements processes of the recalled products. 
         [0040]    In certain embodiments where there may be multiple facilities within an alert subscribing entity, a role may be further divided into multiple managing roles to account for the hierarchy within the entity. For example, a managing role within an alert subscribing entity may include an account manager and multiple facilities managers. An account manager may manage all alerts within the alert subscribing entity, and may be responsible for receiving a daily summary of alert activities and workflow within the entity. Each facility within the entity may have a facility manager. A facility manager may manage all alerts within one facility, and may be responsible for receiving a daily summary of alert activities and workflow within the facility only. 
         [0041]    System  110  may interface with one or more external system  160  using interface component  118 . In certain embodiments, external system  160  may run outside the firewall of system  110 , and connect to system  110  using one or more ports that are opened by interface component  118  for external system  160 . External system  160  may be any system that interacts with system  110 , for example, to request system  110  to perform a process or obtain data related to alert collection, distribution, management, coordination assignment, and returns, reimbursements, and replacements of alerted products. In certain embodiments, external system  160  may receive a request from system  110 . In response to the request, external system  160  may perform a process and/or send data to system  110 . Data from external system  160 ,,which may otherwise be entered manually into system  110 , may be used in generating web pages of web application  116  although the data may be used for any other purposes. In certain embodiments, external system  160  may be an enterprise resource planning (ERP) system, procurement system, accounting system, inventory system, materials management system, supply chain management system, and/or external database system. 
         [0042]    Rather than using web application  116 , customer organization  150  may alternatively receive, manage, and respond to subscribed alerts using external system  160 . In certain embodiments, external system  160  may be any system that provides alert collection, distribution, management, and/or coordination assignment functionalities and/or alerted product returns, reimbursement, and replacement management functionalities using alert processor  112  of system  110  for providing functionalities. For example, external system  160  may retrieve alert data from system  110 , and present the data to users  152  and  154 . To this end, external system  160  may include its own user interface to present the retrieved data to users  152  and  154  and to interact with the users. Through its own user interface, external system  160  may customize the obtained alerts for its alert subscribing customer organizations, such as customer organization  150 . In certain embodiments, external system  160  may be developed or customized to provide alert management and coordination assignment services for a specific industry or a specific segment of an industry that may not conveniently use web application  116 . By being external to system  110 , external system  160  may receive user actions before the actions are received by system  110 . In certain embodiments, external system  160  may modify and/or filter out the user actions in accordance with its own rules that may be more restrictive than ones implemented in system  110 . The user interface of external system  160  may be implemented as a web-based application. To this end, external system  160  may include web servers, application servers, and/or databases. 
         [0043]    As shown in  FIG. 1 , in some embodiments, interface component  118  may act as a gateway between external system  160  and system  110 . To support external systems developed under multiple technologies, interface component  118  may use a Service Oriented Architecture (SOA), and may be implemented using Common Object Request Broker Architecture (CORBA), Web Service, Simple Object Access Protocol (SOAP), Remote Procedure Call (RPC), Distributed Component Object Model (DCOM), or Windows Communication Foundation (WCF). 
         [0044]    Networks  172 ,  174 , and  176  may be any type of communication mechanism and may include, alone or in any suitable combination, a telephony-based network, a local area network (LAN), a wide area network (WAN), a dedicated intranet, wireless LAN, the Internet, an Intranet, a wireless network, a bus, or any other communication mechanisms. Further, any suitable combination of wired and/or wireless components and systems may provide networks  172 ,  174 , and  176 . Moreover, networks  172 ,  174 , and  176  may be embodied using bidirectional, unidirectional, or dedicated communication links. In certain embodiments, networks  172 ,  174 , and  176  may be the same. 
         [0045]    As shown in  FIG. 1 , services component  113  may seamlessly interact with alert processor  112 . In certain embodiments, they may be combined. Services component  113  may interact with alert processor  112  to provide supplier and customer collaboration services. For example, services component  113  may use alert data collected from customer organizations during alert collection, distribution, management, and coordination assignment processes. With access to the data, services component  113  may identify customer organizations that may have been affected by a specific alert, aggregate the data collected from each of the affected customer organizations, etc. In addition, service component  113 , using the data, may identify participating members who may have specific relationships with certain alerts. This may help service component  113  to return more focused and relevant search results when one participating member searches for information. 
         [0046]    In certain embodiments, the interaction between alert processor  112  and services component  113  may not be noticeable to members of collaboration communities, such as product supplier  120  and users  132 ,  134 ,  136 ,  142 ,  144 ,  152 , and  154 . For example, while viewing an alert detail page, such as the web page depicted in  FIG. 5D , the member may click a hypertext link. The link may direct the member to a collaboration services web page, such as the alert forum page described in  FIG. 6G . After accessing collaboration services, the member may be directed back to the alert detail page. In certain embodiments, a separate web application may provide collaboration services and the member may receive a notice when the member is being directed to a different web application. The notice may help the member to remember that his action, such as comments supplied by the member, may be seen and read by users from other customer organizations, suppliers, etc. 
         [0047]    In addition, access restrictions may be implemented between web pages generated in connection with alert processor  112  and collaboration services web pages generated in connection with services component  113 . For example, a non-participating user, such as a user who has opted out of the supplier and customer collaboration services and/or has not joined collaboration communities, may not have access to collaboration services. To this end, a link to collaboration services web pages may not be offered to the non-participating user on the web pages of alert processor  112 . In other embodiments, the non-participating user may receive an offer to join collaboration communities when the non-participating user selects a link to collaboration services web pages. 
         [0048]    In certain embodiments, product suppliers, such as product supplier  120 , may have access only to web pages generated in connection with services component  113 . To this end, services component  113  may provide product supplier focused functionalities. For example, by using web pages generated in connection with services component  113 , product supplier  120  may view a list of alerts that product supplier  120  has issued. Product supplier  120  may select a specific alert from the list and view more detailed information about the specific alert. The product supplier functionalities of services component  113  may not be accessible by members from customer organizations. 
         [0049]      FIG. 2  illustrates an exemplary alert collection and distribution process  200 . System  110  may obtain alerts, e.g., from multiple sources (step  210 ). For example, system  110  may obtain alerts from websites or other systems. System  110  may monitor the websites and other systems, and obtain alerts automatically when triggering events occur. System  110  may also receive alerts from manufacturer recall notices. System  110  may further receive alerts from its alert subscribing customer organizations, such as customer organizations  130 ,  140 , and  150 . Once obtained, the alerts may be reviewed, for example, by a quality control staff, or automatic review process (step  220 ). Upon reviewing the alerts, the reviewer may delete duplicate alerts (step  230 ). System  110  may edit remaining alerts to enhance the quality of alert content (step  240 ). For example, system  110  may add additional information to clarify alerts. The alerts may then be put into a standard format with a consistent set of data elements, and released for distribution to alert subscribing entities (step  250 ). In certain embodiments, the released alerts may be filtered so that only desired alerts may reach each facility within the alert subscribing customer organizations. 
         [0050]      FIG. 3  illustrates an exemplary alert management and coordination assignment process  300 . Each facility within alert subscribing entities, such as customer organizations  130 ,  140 , and  150  may receive a subscribed alert (step  310 ). A coordinator, such as user  134 , may review the subscribed alert to determine whether it requires a responsive action (step  320 ). Upon review, if user  134  determines that the alert requires no further action (step  320  “No”), user  134  may close the alert (step  360 ). If user  134  determines that the alert requires a responsive action (step  320  “Yes”), user  134  may assign the alert to a responder, such as user  136  (step  330 ). User  136  may perform a task or tasks in response to the alert (step  340 ). For example, user  136  may dispose of any recalled products in response to a product recall alert. After user  136  completes the task(s), user  136  may record actions performed in system  110 , e.g., by using web application  116  (step  350 ). User  134  may then close the alert (step  360 ). In certain embodiments, users may be notified by an e-mail at the completion of the step. For example, when a responder completes an action in response to an alert, a coordinator may receive an automatic e-mail notification via system  110 . 
         [0051]      FIG. 4  depicts an exemplary alert escalation process  400 . As shown in  FIG. 4 , process  400  may comprise three phases. Phase  1  depicts a stage in alert management and coordination process  300  where an alert has been released to an alert subscribing entity. A coordinator who is assigned to the alert may have a specified number of days to take an action, for example by closing the alert or assigning the alert to a responder to handle the alert. In cases where the coordinator fails to take any action within the specified number of days, the alert may be escalated to a facility manager as shown in  FIG. 4 . The facility manager may have a specified number of days to take an action, for example, by reminding the coordinator of the alert or reassigning the alert to a different coordinator. If the facility manager fails to take an appropriate action within the specified number of days, the alert may be escalated to an account manager. 
         [0052]    Phase  2  depicts a stage in alert management and coordination process  300  where the alert has been assigned to a responder. The responder has a specified number of days to take an action to handle the alert, for example, by disposing of alerted products and/or returning alerted products to a manufacturer, and record the actions performed. In cases where the responder fails to take an appropriate action within the specified number of days, the alert may be escalated to a facility manager as shown in  FIG. 4 . Similar to Phase  1 , the facility manager may have a specified number of days to take an action. If the facility manager fails to take an appropriate action within the specified number of days, the alert may be escalated to an account manager. 
         [0053]    Phase  3  depicts a stage in alert management and coordination process  300  where the alert has been handled by a responder and the action performed has been recorded. The coordinator who is assigned to the alert has a specified number of days to close the alert. In cases where the coordinator fails to close the alert within the specified number of days, the alert may be escalated to a facility manager as shown in  FIG. 4 . The facility manager may have a specified number of days to take an action. Failure to taken an action by the facility manager may escalate the alert to an account manager. 
         [0054]      FIGS. 5A-5D  depict screen displays of exemplary web pages generated and presented by exemplary web application  116  of system  110 . A user may log into web application  116  and see a welcome page, as shown in  FIG. 5A . The left column of the welcome page may display quick links, and the center column of the page may display alert and recall related news or information. The right column of the page may display a summary and status of currently open alerts that may require the user&#39;s action. For example, for the user “Carl Jones,” an alert status shows that the user is a coordinator for five (5) alerts, with zero (0) alert as a responder or manager. As shown in the legend, colors or other indicators may show delayed or escalated alerts. 
         [0055]    On the list page shown in  FIG. 5B , the user may see a list of the alerts that may require the user&#39;s action. The screen may include alert ID with alert release date, alert type, domain, description and manufacturer of the product being alerted, reason for alert, distribution of the alert, alert stage, and alert status. The user may take an action, such as closing the alert, on this screen. 
         [0056]    On the detail page shown in  FIG. 5C , the user may see more detailed information about one of the alerts listed on the list screen shown in  FIG. 5B . The detail information may include, in addition to the information shown in the list screen, comments by an alert analyst, source alert type, source type, detail product information, and work assignments information. The detail page may include links to perform several actions, for example, in the left column as shown in  FIG. 5C . In certain embodiments, the links may include “ASSIGN RESPONSE,” “REASSIGN COORDINATOR,” “ADD WORK NOTE,” “SEND FYI E-MAIL,” “CLOSE COORDINATION,” and “RETURN INFORMATION” links. The “RETURN INFORMATION” link may direct the user to web pages that may facilitate the user to manage returns, reimbursement, and replacement processes of alerted products. Exemplary returns, reimbursements, and replacements management and processes of alerted products are illustrated in commonly owned U.S. patent application Ser. No. 12/071,101. 
         [0057]    On the detail page  500 D shown in  FIG. 5D , the user may see detailed information about another alert; for example, Alert No.  2009030237 . Detail page  500 D may include links that may be different from the links included on the detail page of  FIG. 5C . For example, detail page  500 D may include “Community Connect” and/or “Alert Forum” links. The “Community Connect” and “Alert Forum” links enable the user to access collaboration services, e.g., web page generated in connection with services component  113 . Although detail page  500 D shows hypertext links used to provide collaboration services to the user, other mechanisms, such as meta redirect, script language, and network programming, may also be used. 
         [0058]      FIGS. 6A-6G  are screen displays of web pages generated and presented by a web application of exemplary supplier and customer collaboration services consistent with embodiments of the present invention. When the user clicks on the “Community Connect” link on detail page  500 D, the user may be directed to an About Community Connection page, as shown in  FIG. 6A . The About Community Connection page may present the user with a description of services that the community connection may provide. In certain embodiments, the About Community Connection page may act as a portal or home page for collaboration services. To this end, the About Community Connection page may present the user with a list of actions that the user may take. For example, the user may select “JOIN,” as shown in  FIG. 6A , to become a member of the community connection. When this option is chosen, the user may be asked to go through a registration process, which may ask the user to read terms and conditions of the services and accept them. A confirmation e-mail may be sent to the user after the registration. In addition, a notification of new member registration may be sent to a community manager. A community manager may monitor and facilitate activities taking place in the community connection to enhance member collaboration experience. In other embodiments, the user of system  110  may be automatically registered to the community connection services by virtue of being a user of system  110 . The user may then be given an opportunity to opt out of the services. 
         [0059]    From the About Community Connection page of  FIG. 6A , the user may choose to view and edit his profile by clicking “MY PROFILE” on the top right side of the page. Clicking “MY PROFILE” may direct the user to a My Profile page, as shown in  FIG. 6B . The user may choose to edit portions of the profile by clicking “Edit Profile” button shown in  FIG. 6B , which may direct the user to an edit my profile page as shown in  FIG. 6C . In certain embodiments, alert processor  112  and services component  113  may share same profile data for the same user so that the user may not need to manage his profile in multiple locations. To this end, the profile may be inclusive to support both alert processor  112  and services component  113 . In other embodiments, services component  113  may have its own profile data that may be specific to collaboration services. 
         [0060]    As shown in  FIGS. 6B and 6C , the profile may include the user&#39;s name, contact information, role in alert handling and management, preference to receive an alert notification, list of e-mails of FYI recipients, etc. In addition, the profile may include information about a customer organization associated with the user. In certain embodiments, the user may be able to opt-in and opt-out of the community connection services using a check box, as shown in  FIG. 6C . 
         [0061]    Although it is not shown in  FIGS. 6B and 6C , the profile, in certain embodiments, may include further information about the user and the user&#39;s preferences in using collaboration services. For example, the information about the user may include data related to the user&#39;s level of experience, responsibility, or expertise in handling alerts and/or in alerted products. The user&#39;s preferences may include the user&#39;s preferred communication channels, time for such communication, etc. In addition, the user may restrict, using the profile, his availability and/or the accessibility of his comments or postings. For example, the user may desire to block certain members from contacting the user. Likewise, the user may desire to block certain members from viewing the user&#39;s comments or postings. The restrictions may be accomplished by setting his preferences in the profile. In certain instances, the user may desire to filter out certain members when the user searches for an expert. Likewise, the user may desire to filter out comments and postings supplied by certain members. In certain embodiments, the restriction and filtering may be achieved at the customer organization level. 
         [0062]    Once the user becomes a member of the community, the user may choose option # 2 , “Find Members,” from the list of options on the About Community Connection page of  FIG. 6A . This option may direct the searching member to a Find Member page as shown in  FIG. 6D . Using the Find Member page of  FIG. 6D , the searching member may provide search criteria, and get search results back with a list of members that match the search criteria. For example, as shown in  FIG. 6D , the searching member may search by the first or last name of a community connection member, the name and address of customer organization, such as hospital name and city and state where the hospital is located, alert handling role, product domain, etc. The search results may be provided to the searching member, for example, on a search results page as shown in  FIG. 6E . The search results page of  FIG. 6E  shows one member matching the search criteria. The name of the matching member may be presented as a hypertext link so that the searching member may click on the link if the searching member desires to contact the matching member. 
         [0063]    The searching member may alternatively choose option # 3 , “Connect” from the list of options on the About Community Connection page of  FIG. 6A  to contact the matching member. The searching member may be presented with a send e-mail page as shown in  FIG. 6F . In certain embodiments, the contact information of the matching member may be hidden from the searching member so that the searching member may not be able to communicate with the matching member outside the communication channels provided by the community connection. For example, as shown in  FIG. 6F , the searching member may type in, without knowing the matching member&#39;s contact information, the subject and message of the e-mail, and click “OKAY” button to send the e-mail to the matching member. Limiting communications to the community connection provided channels may protect privacy of the members. In certain embodiments, product supplier  120  may also become a member of community connection. Product supplier  120  may search for members and contact matching members using the community connection services. In addition, product supplier  120  may be identified by search and contacted by other members of community connection. 
         [0064]    When the user of system  110  clicks on the “Alert Forum” link on detail page  500 D, the user may be directed to an alert forum page, as shown in  FIG. 6G . The Alert Forum may provide a forum for the users to discuss and share information, e.g., related to a specific alert. For example, as shown on the alert forum page of  FIG. 6G , the users may discuss and share information by posting comments related to Alert No.  2009030237  on a message board. The users may rate the comments posted by other users, and the average rating may be calculated and presented as shown in  FIG. 6G . In certain embodiments, the alert forum page of  FIG. 6G  may be accessible to only community connection members. In other embodiments, the alert forum page of  FIG. 6G  may be accessible to all users of system  110  who have access to detail page  500 D. In certain embodiments, certain users may have read permission without write permission. For example, certain users may be able to read the comments posted by other users, but may not be allowed to post their own comments. Although a message board is shown in  FIG. 6G , other mechanisms, such as wiki collaboration and chat rooms, may be used to support the alert forum features. 
         [0065]      FIG. 7  is a context diagram illustrating exemplary interactions among components in an exemplary alert distribution and management system with supplier and customer collaboration services consistent with embodiments of the present invention.  FIG. 7  depicts communications with collaborative alert system  110 . As indicated by arrow  712 , system  110  may receive direct recall information from a product supplier  720 , such as a manufacturer, supplier, and/or distributor. Receiving recall information from product supplier  720  may be, for example, part of step  210  of alert collection and distribution process  200 , which is described in more detail with respect to  FIG. 2 . System  110  may process the received recall information, e.g., according to steps  220 - 240  of alert collection and distribution process  200 . As indicated by arrows  731 ,  741 , and  742 , system  110  may distribute the processed information as recall alerts to customer organizations  730 ,  740 , and  750 . Distributing recall alerts to customer organizations  730 ,  740 , and  750  may be, for example, part of step  250  of alert collection and distribution process  200 . 
         [0066]    Customer organizations  730 ,  740 , and  750  may manage received recall alerts, for example, according to alert management and coordination assignment process  300 , described in more detail with respect to  FIG. 3 . Customer organizations  730 ,  740 , and  750  may record the actions taken to handle the recall alerts according to step  350  of alert management and coordination assignment process  300 . As indicated by arrows  732 ,  742 , and  752 , recorded actions and other remediation data, may be provided to system  710 . 
         [0067]    In addition, each of customer organizations  730 ,  740 , and  750  communicate with system  110 , for example using a reply form, such as an E-Reply Form shown in  FIG. 8 . Some of the data on the reply form of  FIG. 8  may be pre-populated by system  110 , as shown in  FIG. 8 . For example, name, product ID, and Lot/Serial information of alerted product, account name, and name and title of the user may be pre-populated as shown in  FIG. 8 . Customer organizations  730 ,  740 , and  750  may only need to provide fields such as an account number, packaging, and quantity information to complete the form. In addition, customer organizations  730 ,  740 , and  750  may optionally provide notes to product supplier  720 . Packaging and quantity may represent how products are packaged and how many products are located at the customer organizations. 
         [0068]    System  110  may process the remediation data including data provided by customer organizations  730 ,  740 , and  750  through reply forms, such as the E-Reply Form of  FIG. 8 . System  110  may present aggregated remediation data to product supplier  720 , as indicated by arrow  722  in  FIG. 7 . In certain embodiments, aggregated data from customer organizations  730 ,  740 , and  750  may be presented to product supplier  720  on a reply report, such as the exemplars E-Reply Report shown in  FIG. 9 . For example, the E-Reply Report of  FIG. 9  shows a list containing data from several customer organizations, such as Wellpoint and Health Center. In addition, product supplier  720  may generate various types of historical report based on aggregated remediation data. Several examples of reports that may be generated by product supplier  720  may include alerts count, alerts by domain, and alerts by agency, as shown in  FIGS. 10A-10C . The reports may be generated for different time periods, customer organizations, products, etc. For example, the historical reports of  FIGS. 10A-10C  show yearly data. The generated reports and remediation data may be used to prepare a report or reply card for a government or regulatory agency  770 , such as Food and Drug Administration (FDA). Reports could also be made to other entities, such as parent companies of customer organizations, insurance carriers, public, etc. 
         [0069]      FIG. 11  is a context diagram illustrating exemplary interactions among members of collaboration communities in an exemplary alert distribution and management system with supplier and customer collaboration services consistent with embodiments of the present invention. Members of collaboration communities may be, at times, content providers, such as content providers  1110 ,  1120 , and  1130 , and subscribing members, such as subscribing members  1160 ,  1170 ,  1180 , and  1190 . Content providers  1110 ,  1120 , and  1130  may include members from product supplier  720 , industry experts, members from customer organizations  730 ,  740 , or  750  who are experts in handling specific alerts, etc. Subscribing members may include members from product suppliers and/or customer organizations who seek content, such as help responding to an alert, access to repair protocols, etc. As shown in  FIG. 11 , content providers  1110 ,  1120 , and  1130  and subscriber members  1160 ,  1170 ,  1180 , and  1190  may collaborate using a variety of communication channels provided by system  110 . The communication channels may include any communication channels that may be supported by network  172 . For example, the communication channels may include chat rooms, live meetings, wiki collaboration, video training, etc. 
         [0070]    One of ordinary skill in the art will recognize that while some of the drawings illustrate steps performed in a particular order, the order in which the steps are carried out is irrelevant. Systems consistent with the invention may carry out the steps in any order or in some cases combine or omit one or more steps without departing from the scope of the present disclosure. 
         [0071]    Other embodiments of the invention will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. For example, the collaboration environment of  FIG. 11  may include more or fewer content providers and/or subscribing members. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the invention being indicated by the following claims.