Patent ID: 8620675

Claim:
A method for service channel reconfiguration at a service outlet using a computer having data storage, the computer including a non-transitory computer readable medium having a program embodied thereon and a processor for executing the program, the method comprising: generating service transaction data of a service outlet by the computer including the non-transitory computer readable medium and having the program embodied thereon and the processor for executing the program; generating queue management system (QMS) data of the service outlet using the computer; generating cost and profit data for the service outlet using the computer; extracting data from the service transaction data and the QMS data relating to specified parameters including customer experience data, and customer demand data using a feedback module of the computer; integrating the service transaction data and the QMS data with the cost and profit data using an optimization module to provide an objective function using the computer; activating the optimization module after extracting a channel utilization and a specific customer experience using an analytics module; modeling stochastic service processes and customer behavior data using the computer; evaluating the objective function using the stochastic service processes and customer behavior data model using the computer; reconfiguring a service channel function of the service outlet using the objective function including using a reconfiguration suggestion module of the computer to provide an optimization objective function using the objective function; and displaying a final configuration decision set which includes: a channel type, a channel number, and a forecast cost and customer experience metrics using the reconfiguration suggestion module, wherein said objective function is calculated using the following equation for optimization: f = âˆ‘ i = 1 l â¢ âˆ‘ j = 1 m â¢ c ij - âˆ‘ i = 1 l â¢ âˆ‘ j = 1 m â¢ k i â¢ O ij + L â¡ ( Q + âˆ‘ j = 1 m â¢ Ïƒ i â¢ T ) â¢ i wherein l represents types of channels; m is a number of each of the types of channels; n represents types of service; k i =1, 2, . . . , l) are positive coefficients and indicate importance of each of the types of channels; O ij is a utilization of channels of type i and number j; Q is a queue length over a certain time interval; T i is a wait time of a customer for i-th service; Ïƒ i is a proportion of services determined by a relative importance or a transaction time of each of a plurality of services; and L(Q,T) is a lost profit caused by customer dissatisfaction resulting from the queue length and the certain time interval, wherein a programmed processor device performs said service transaction data generating, queue management system data generating, cost and profit data generating, said extracting data, said integrating, activating, modeling, evaluating and reconfiguring and displaying.