Patent ID: 8131583

Claim:
A computer implemented method performed on a computer configured to map key performance indicators and threshold values to a service blueprint for one of a plurality of processes performed by a service provider, the method comprising: generating at a computer processor a first set of data representative of a first graphical representation of a customer of a process; generating at the computer processor a second set of data representative of a second graphical representation of at least a first step of the process, the first step performed internal to a first organization; generating at the computer processor a third set of data representative of a third graphical representation of a second step of the process, the second step performed by a second organization; generating at the computer processor a fourth set of data representative of a fourth graphical representation separating the first graphical representation from the second graphical representation with a first line of invisibility, the fourth graphical representation representative of a separation between the customer and the first organization; generating at the computer processor a fifth set of data representative of a fifth graphical representation separating the second graphical representation from the third graphical representation with a second line of invisibility, the fifth graphical representation representative of a separation between the first organization and the second organization; generating at the computer processor a sixth set of data representative of at least one interaction between the first organization and the second organization; generating a service blueprint on the computer processor by combining at least the first, second, third, fourth, fifth, and sixth sets of data; defining on the computer processor key performance indicators associated with the service blueprint, the key performance indicators including direct measures of quality and measures of quality, wherein the direct measures of quality include a time interval to receive a service and an accuracy of a bill, and the measures of quality include an interval for a local exchange carrier to provision a customer order and a percentage of orders rejected by the local exchange carrier; applying threshold values to the key performance metrics; mapping the key performance indicators and the threshold values to the service blueprint; dynamically updating the service blueprint, the key performance indicators, and the threshold values; and displaying, on the computer, the dynamically updated (1) service blueprint, (2) key performance indicators, and (3) threshold values on a single display for the purpose of monitoring the process in order to identify departures of the dynamically updated key performance indicators from the dynamically updated threshold values so as to avoid negative impact on customers, revenue, and an overall cost of doing business.