Patent ID: 8200527

Claim:
A method comprising: a) collecting a set of data from one or more executives of an organization, wherein said set of data comprises a plurality of goals and a plurality of complexity levers; b) determining: i) a goal weight for each goal from said plurality of goals; and ii) a complexity weight for each complexity lever from said plurality of complexity levers; c) obtaining a first set of information by requesting that each individual from a plurality of identified subject matter experts complete a survey comprising a plurality of questions corresponding to one or more customer care capabilities from a plurality of customer care capabilities; d) deriving a plurality of scores for each capability from said plurality of customer care capabilities, wherein: i) for each said capability, said plurality of scores comprises a plurality of realistic scores based at least in part on the first set of information; and ii) the step of deriving a plurality of scores for each said capability from the plurality of customer care capabilities comprises utilizing a database to determine a plurality of worst case scores for each said capability from said plurality of customer care capabilities; and wherein deriving said plurality of scores for each said capability further includes: iii) determining a capability rank variance score representing a distance between the organization's current customer care capabilities and the organization's goals; and iv) determining an impact which will take place if an organization moves from its current practices in a capability to its goal in that capability, wherein said determining impact is based on at least a number of goals in a plurality of goals relevant to the organization, the goal weight for the plurality of goals, a worst case score for the plurality of goals and a capability rank variance for a customer care capability, wherein said determined impact is at least based on the number of goals in a plurality of goals relevant to the organization, a goal weight for a goal in the plurality of goals, a worst case score for the goal in the plurality of goals and a capability rank variance for the customer care capability; e) prioritizing an enhancement for each said customer care capability from said plurality of customer care capabilities, wherein said prioritization is based on a set of factors comprising: i) the goal weight for each said goal from said plurality of goals; ii) the complexity weight for each said complexity lever from said plurality of complexity levers; and iii) the plurality of realistic scores for the capability from the plurality of customer care capabilities corresponding to the enhancement; f) presenting a set of results based at least in part on the prioritization of the enhancements; and g) updating said database based on the worst case scores for each said capability from the plurality of customer care capabilities.