Patent Publication Number: US-10318908-B2

Title: Prioritizing client accounts

Description:
This application is a continuation application claiming priority to Ser. No. 13/527,662 filed Jun. 20, 2012, now U.S. Pat. No. 8,515,796 issued Aug. 20, 2013. 
    
    
     FIELD 
     The present invention relates to a method and associated system for identifying and prioritizing client accounts by taking into consideration operational performance combined with customer satisfaction. 
     BACKGROUND 
     Monitoring data with respect to products and individuals typically comprises an inaccurate process with little flexibility. Product data analysis may include a complicated process that may be time consuming and require a large amount of resources. Accordingly, there exists a need in the art to overcome at least some of the deficiencies and limitations described herein. 
     SUMMARY 
     The present invention provides a method comprising: receiving, by a computer processor of a computing system from a plurality of service centers servicing accounts, operational metrics and data values associated with the operational metrics; aggregating, by the computer processor, the data values; removing, by the computer processor, noisy data from the operational metrics; calculating, by the computer processor, statistical averages associated with a performance of the accounts during a specified time period; modeling, by the computer processor, each account of the accounts as a collection of operational performance variables and key performance indicators (KPI), wherein an account (i)={Op1 . . . OpN}, and wherein Op is an operational parameter space comprising Op1 . . . OpN; rating, by the computer processor, a ranking list (R) comprising a ranking of the accounts within the operational parameter space (Op) using a pair-wise similarity measure; calculating, by the computer processor, a minimum number of independent operational parameters necessary (D) for representing a group of accounts of the accounts in a reduced operational space {P} of dimension D; representing, by the computer processor, the accounts as points in the reduced operational space {P}; calculating, by the computer processor, pairwise ranks {r} of the group of accounts within the reduced operational space {P}; updating, by the computer processor, x_i→x_i+a*\sum_{i,j}(R_ij−r_ij)(x_i−x_j)/|x_i−x_j|, wherein x_i comprises a position of account (i) within the reduced operational space {P}, and wherein (a) comprises a relaxation parameter; selecting, by the computer processor, a values associated with a tolerance limit epsilon; and determining, by the computer processor, if sum_{i,j}(R_ij−r_ij)^2 is less than the tolerance limit epsilon. 
     The present invention provides a process for supporting computing infrastructure, the process comprising providing at least one support service for at least one of creating, integrating, hosting, maintaining, and deploying computer-readable code in a computer comprising a computer processor, wherein the computer processor carries out instructions contained in the code that when executed by the computer processor causes the computer to perform a method comprising the steps of: receiving, by the computer processor from a plurality of service centers servicing accounts, operational metrics and data values associated with the operational metrics; aggregating, by the computer processor, the data values; removing, by the computer processor, noisy data from the operational metrics; calculating, by the computer processor, statistical averages associated with a performance of the accounts during a specified time period; modeling, by the computer processor, each account of the accounts as a collection of operational performance variables and key performance indicators (KPI), wherein an account (i)={Op1 . . . OpN}, and wherein Op is an operational parameter space comprising Op1 . . . OpN; generating, by the computer processor, a ranking list (R) comprising a ranking of the accounts within the operational parameter space (Op) using a pair-wise similarity measure; calculating, by the computer processor, a minimum number of independent operational parameters necessary (D) for representing a group of accounts of the accounts in a reduced operational space {P} of dimension D; representing, by the computer processor, the accounts as points in the reduced operational space {P}; calculating, by the computer processor, pairwise ranks {r} of the group of accounts within the reduced operational space {P}; updating, by the computer processor, x_i→x_i+a*\sum_{i,j}(R_ij−r_ij)(x_i−x_j)/|x_i−x_j|, wherein x_i comprises a position of account (i) within the reduced operational space {P}, and wherein (a) comprises a relaxation parameter; selecting, by the computer processor, a values associated with a tolerance limit epsilon; and determining, by the computer processor, if sum_{i,j}(R_ij−r_ij)^2 is less than the tolerance limit epsilon. 
     The present invention advantageously provides a simple method and associated system capable of monitoring data with respect to products and individuals. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  illustrates a system for managing a portfolio of accounts, in accordance with embodiments of the present invention. 
         FIG. 2  illustrates an algorithm detailing a process flow enabled by the system of  FIG. 1  for managing a portfolio of accounts, in accordance with embodiments of the present invention. 
         FIG. 3  illustrates an algorithm detailing a step of the algorithm of  FIG. 2 , in accordance with embodiments of the present invention. 
         FIG. 4  illustrates a graph describing an example of a reduced operational space for an account, in accordance with embodiments of the present invention. 
         FIG. 5  illustrates a graph describing an example for comparing two accounts comprising similar contract value and sectors, in accordance with embodiments of the present invention. 
         FIG. 6  illustrates a computer apparatus used by the system of  FIG. 1  for managing a portfolio of accounts, in accordance with embodiments of the present invention. 
     
    
    
     DETAILED DESCRIPTION 
       FIG. 1  illustrates a system  2  for managing a portfolio of accounts, in accordance with embodiments of the present invention. System  2  relates changes in operational parameters to an agility of an account with respect to meeting business needs of a client. System  2  detects patterns in operational behavior affecting client perception and map accounts to a set of points in a reduced multi dimensional space over a specified period of time. System  2  provides the following functionality for managing a portfolio of accounts: 
     1. Tracking of operational metrics that are relevant to accounts (e.g., monthly). 
     2. Mapping each account (of multiple accounts) in a multidimensional input space to a point in a reduced operational space to reduce an operational complexity. 
     3. Associating each point in the reduced operational space with a specified color based on a status. 
     4. Generating trajectory (for a contiguous set of points for a specific account) in a multidimensional space. The trajectory represents how an account is moved around in an operational space (due to varying demand) and an ability to handle the demand. 
     5. Each account receives a cumulative score (at a regular time interval) from a client in one or more dimensions. 
     6. Locating trajectories or axes (in a reduced dimensional space) along a set of similarly represented accounts. 
     System  2  of  FIG. 1  comprises computers  5   a  . . .  5   n  connected through a network  7  to a computing system  14 . Network  7  may comprise any type of network including, inter alia, a local area network, (LAN), a wide area network (WAN), the Internet, a wireless network, etc. Computers  5   a  . . .  5   n  may comprise any type of computers including, inter alia, a computer (PC), a laptop computer, a tablet computer, a server, a PDA, a smart phone, etc. Computing system  14  may comprise any type of computing system(s) including, inter alia, a computer (PC), a laptop computer, a tablet computer, a server etc. Computing system  14  comprises a memory system  8 . Memory system  8  may comprise a single memory system. Alternatively, memory system  8  may comprise a plurality of memory systems. Memory system  8  comprises software  17 . 
     System  2  correlates operational parameters with customer satisfaction measures and locates areas and accounts requiring urgent attention for operational improvement. Additionally, system  2  maps each account into a set of points in a reduced multi-dimensional space over a period of time. For example, if a set of operational parameters {Op} are measured (e.g., monthly) across all delivery centers servicing an account, it may be determined that (for all accounts taken together) most of the operational parameters {Op} are inter-related. Therefore, it may be determined that there is a smaller set of parameters {Cs} that correspond to parameters of interest to a customer. System  2  enables a nonlinear, dimension reduction method to reduce the operational parameters {Op} to a smaller set of independent parameters {P}. Additionally, customer satisfaction parameters are reduced to a small set of most significant parameters {C}. Accounts are selected by size, contract value, geography, sector, etc and trajectories (over a time period in a reduced operational parameters space {P}) are plotted. Points in the reduced operational parameters space {P} may be assigned colors associated with corresponding values of the most significant parameters {C}. For example, an overall account status is selected from the most significant parameters {C} and accounts are assigned the colors green, amber, and red corresponding to good (or normal), potential problem, and problematic accounts. A trajectory for each type of account (red/amber/green) may be followed and accounts that are close (in the reduced operational parameters space {P}) to red or amber accounts may be flagged for further action. The aforementioned process may be performed iteratively for every parameter of the most significant parameters {C} thereby enabling a process for mapping trajectories in the reduced operational parameters space {P} to patterns of the most significant parameters {C}. 
     System  2  enables a process for managing a portfolio of accounts as follows: 
     1. Values are collected (from operational metrics from different delivery centers servicing an account) and aggregated values. 
     2. Noisy data is filtered from the collected operational metrics and meaningful statistical averages of account performance in each operational dimension are calculated over a time period. 
     3. Each service delivery account is modeled as a collection of operational performance variables and key performance indicators selected (over e.g., a year) such that an Account_X={Op1, . . . OpN} where Opi is an ith operational parameter. 
     4. All accounts in an operational space {Op} are ranked using a pair wise similarity measure (e.g., a root mean square euclidean distance). {R} comprises a pairwise ranking of data points in an original space. 
     5. A minimum number of independent operational parameters needed (D) are calculated in order to represent all accounts in a reduced operational space {P} of a dimension D. 
     6. All account are represented (and distributed uniformly) as points in a reduced operational parameters space {P}. 
     7. Pairwise ranks {r} of all accounts in the reduced operational parameters space {P} are calculated. 
     8. x_i→x_i+a*\sum_{i,j}(R_ij−r_ij)(x_i−x_j)/|x_i−x_j| is updated (Let x_i comprise a position of account i in reduced operational parameters space {P} and let x_j comprise a position of account j in reduced operational parameters space {P} for pair wise ranking of the accounts) and appropriate values for the relaxation parameter a and a tolerance limit epsilon are selected.
 
9. It is determined if a sum_{i,j}(R_ij−r_ij)^2 is less than a tolerance limit epsilon. If it is determined that the sum_{i,j}(R_ij−r_ij)^2 is less than a tolerance limit epsilon then new updated coordinates of accounts in the reduced operational parameters space {P} is presented to a user. 11. If it is determined that the sum_{i,j}(R_ij−r_ij)^2 is greater than a tolerance limit epsilon then steps 7-9 are repeated.
 
10. After all final coordinates for all accounts in the reduced operational parameters space {P} are obtained, a trajectory (e.g., over a year) is plotted for each account in an associated reduced operational parameter space {P}.
 
11. Statistically meaningful aggregates for overall account health of each account every month are calculated using annual customer surveys and account manager ratings for overall customer satisfaction corresponding to an account.
 
     12. An overall health of the accounts is classified into multiple (e.g., three buckets). For example, red may indicate a very bad health, amber may indicate a potentially bad health, and green may indicate a good health. 
     13. Each point in the trajectory (generated in step 10) may be assigned a color (e.g., red/amber/green) corresponding to a customer satisfaction aggregate computed for that month. 
     14. Each data point may be assigned a color associated with a corresponding overall customer satisfaction rating/rating for additional customer survey parameters for the time period. 
     15. A trajectory of points of a same color may be mathematically mined using nonlinear curve fitting for locating a trajectory in an operational parameter space corresponding to a particular customer satisfaction rating of good, potentially bad, or very bad.
 
16. A mathematical equation in a reduced operational space {P} (for accounts that illustrate business agility) is located. For example, while operational parameters illustrate a reasonable fluctuation (one standard deviation from a mean), a customer satisfaction remains high. The mathematical equation represents a mathematical trajectory for an agile account.
 
17. Steps 11-16 are repeated for additional parameters associated with customer surveys. For example, the additional parameters may include, inter alia, responsiveness, support, value provided, etc.
 
18. Visualization tools combined with interactive analysis tools allow users to simultaneously visualize and query portions of:
 
A. Operational performance trajectories to any time resolution (e.g., daily, weekly, monthly, etc).
 
B. Operational performance trajectories corresponding to a specific type of customer satisfaction rating.
 
C. Customer satisfaction ratings (good/bad/very bad) and allow for binning finer or coarser.
 
D. Operational performance trajectories are mined for scores corresponding to financial health, business health, etc by benchmarking against appropriate project management reports in place of customer surveys.
 
       FIG. 2  illustrates an algorithm detailing a process flow enabled by system  2  of  FIG. 1  for managing a portfolio of accounts, in accordance with embodiments of the present invention. In step  200 , historical/current data (over a specified time period) comprising operational parameters for key performance indicators (KPIs) is collected for each (service delivery) account. In step  202 , a representation of each account is reduced in an operational parameter space as described in detail with respect to the algorithm of  FIG. 3 . In step  204 , a trajectory (over a specified time period) for each account in an associated reduced operational parameter space is plotted. Each data point (for each trajectory) is assigned a specified color corresponding to an overall customer satisfaction rating (or additional customer survey parameter ratings) for the specified time period. In step  208 , each trajectory comprising data points of a same color is mined mathematically to locate a trajectory in an operational parameter space that corresponds to a specific customer satisfaction rating. In step  210 , accounts illustrating business agility are selected. The accounts are selected based on operational parameters showing reasonable fluctuation while customer satisfaction remains high thereby illustrating that an associated account responds well to changing operational performance in accordance with changing customer scenarios. In step  212 , overlapping customer survey and operational data is visualized and analyzed and associated reports are generated. 
       FIG. 3  illustrates an algorithm detailing step  202  of the algorithm of  FIG. 2 , in accordance with embodiments of the present invention. In step  300 , operational metrics and data values associated with the operational metrics (from accounts) are received by a computer processor of a computing system. In step  302 , the data values are aggregated. In step  304 , noisy data (e.g., corrupt data, unstructured data, unreadable data, etc) is removed from the operational metrics. In step  308 , statistical averages associated with a performance of the accounts during a specified time period are calculated. In step  310 , the computer processor models each account as a collection of operational performance variables and key performance indicators (KPI). An account (i)={Op1 . . . OpN}, where Op is an operational parameter space comprising Op1 . . . OpN. In step  312 , a ranking list (R) comprising a ranking of accounts within the operational parameter space (Op) is generated using a pair-wise similarity measure. In step  314 , a minimum number of independent operational parameters necessary (D) for representing a group of accounts in a reduced operational space {P} of dimension D are calculated. In step  318 , the accounts are represented as points in the reduced operational space {P}. In step  322 , pairwise ranks {r} of the group of accounts within the reduced operational space {P} are calculated. In step  324 , x_i→x_i+a*\sum_{i,j}(R_ij−r_ij)(x_i−x_j)/|x_i−x_j| is updated. x_i comprises a position of account (i) within the reduced operational space {P} and (a) comprises a relaxation parameter. In step  326 , values associated with a tolerance limit epsilon are selected. In step  328 , it is determined if a sum_{i,j}(R_ij−r_ij)^2 is less than the tolerance limit epsilon. If in step  328  it is determined that the sum_{i,j}(R_ij−r_ij)^2 is less than the tolerance limit epsilon then updated coordinates within the group of accounts within the reduced operational space {P} are presented to a user. 
       FIG. 4  illustrates a graph  400  describing an example of a reduced operational space P for an account A 1 , in accordance with embodiments of the present invention. Graph  400  comprises principle axes P_ 1 , P_ 2 , and P_ 3  along the reduced operational parameter space P. Each of points  405   a  . . .  405   n  comprises a representation of an operational state of the account A 1  in a given month, measured over a time window of 18 months. Each point is assigned a color indicating overall customer satisfaction scores (e.g., green, amber, and red for good, mildly unsatisfactory, and bad). Each of the red points  405   a , green points  405   b , and amber points  405   n  lie on mutual orthogonal trajectories in the reduced operational space P, thereby predict customer satisfaction parameters based on trajectories in the reduced operational space P. If an account shows patterns of falling into an amber category, it may be prioritized for operational performance improvements to prevent a slip into a red category. The trajectories may be mathematically analyzed in the feature space. 
       FIG. 5  illustrates a graph  500  describing an example for comparing two accounts A 2  and A 3  comprising similar contract value and sectors, in accordance with embodiments of the present invention. Graph  500  comprises principle axes P_ 1 , P_ 2 , and P_ 3  along the reduced operational parameter space P. Account A 2  (comprising blue circles  505   a ) and account A 3  (comprising gray circles  505   n ) illustrate a large variability in ticket load across months. Account A 2  remains in the reduced operational parameter space P, continuously adapting its operational performance to the change in ticket volumes, attrition, etc. Account A 3  is localized in one portion of the operational phase space thereby indicating that account A 3  is unable to respond to a changing demand. Account A 3  may be prioritized for examining ticket load constitution, attrition, etc. The trajectory of account A 2  projects a mathematical description of what a customer considers to be responsive and therefore comprises a mathematical representation of business agility. Confidence levels for which trajectory an account lies on may be additionally calculated. 
       FIG. 6  illustrates a computer apparatus  90  used by system  2  of  FIG. 1  for managing a portfolio of accounts, in accordance with embodiments of the present invention. The computer system  90  comprises a processor  91 , an input device  92  coupled to the processor  91 , an output device  93  coupled to the processor  91 , and memory devices  94  and  95  each coupled to the processor  91 . The input device  92  may be, inter alia, a keyboard, a mouse, etc. The output device  93  may be, inter alia, a printer, a plotter, a computer screen, a magnetic tape, a removable hard disk, a floppy disk, etc. The memory devices  94  and  95  may be, inter alia, a hard disk, a floppy disk, a magnetic tape, an optical storage such as a compact disc (CD) or a digital video disc (DVD), a dynamic random access memory (DRAM), a read-only memory (ROM), etc. The memory device  95  includes a computer code  97 . The computer code  97  includes algorithms (e.g., the algorithms of  FIGS. 2 and 3 ) for managing a portfolio of accounts. The processor  91  executes the computer code  97 . The memory device  94  includes input data  96 . The input data  96  includes input required by the computer code  97 . The output device  93  displays output from the computer code  97 . Either or both memory devices  94  and  95  (or one or more additional memory devices not shown in  FIG. 6 ) may comprise the algorithms of  FIGS. 2 and 3  and may be used as a computer usable medium (or a computer readable medium or a program storage device) having a computer readable program code embodied therein and/or having other data stored therein, wherein the computer readable program code comprises the computer code  97 . Generally, a computer program product (or, alternatively, an article of manufacture) of the computer system  90  may comprise the computer usable medium (or said program storage device). 
     Still yet, any of the components of the present invention could be created, integrated, hosted, maintained, deployed, managed, serviced, etc. by a service supplier who offers to manage a portfolio of accounts. Thus the present invention discloses a process for deploying, creating, integrating, hosting, maintaining, and/or integrating computing infrastructure, comprising integrating computer-readable code into the computer system  90 , wherein the code in combination with the computer system  90  is capable of performing a method for managing a portfolio of accounts. In another embodiment, the invention provides a business method that performs the process steps of the invention on a subscription, advertising, and/or fee basis. That is, a service supplier, such as a Solution Integrator, could offer to manage a portfolio of accounts. In this case, the service supplier can create, maintain, support, etc. a computer infrastructure that performs the process steps of the invention for one or more customers. In return, the service supplier can receive payment from the customer(s) under a subscription and/or fee agreement and/or the service supplier can receive payment from the sale of advertising content to one or more third parties. 
     While  FIG. 6  shows the computer system  90  as a particular configuration of hardware and software, any configuration of hardware and software, as would be known to a person of ordinary skill in the art, may be utilized for the purposes stated supra in conjunction with the particular computer system  90  of  FIG. 6 . For example, the memory devices  94  and  95  may be portions of a single memory device rather than separate memory devices. 
     While embodiments of the present invention have been described herein for purposes of illustration, many modifications and changes will become apparent to those skilled in the art. Accordingly, the appended claims are intended to encompass all such modifications and changes as fall within the true spirit and scope of this invention.