Patent Application: US-201614992187-A

Abstract:
logistical operations may use a voice - enabled workflow to facilitate the work tasks of a staff of workers . typically , it is necessary for a worker to travel from location - to - location to complete assigned work tasks . as such , a worker &# 39 ; s time spent travelling often correlates with the worker &# 39 ; s overall work performance . understanding the worker &# 39 ; s travel performance is highly desirable , but computing a fair and accurate travel - performance metric is difficult . one reason for this is that the distance a worker travels is often unknown . the present invention embraces a system and method for accurately and fairly assessing a worker &# 39 ; s travel performance by analyzing the worker &# 39 ; s voice dialog .

Description:
the present invention embraces a system and a method for assessing a worker &# 39 ; s performance in a voice - enabled workflow for a logistics operation ( e . g ., a warehouse ). a worker &# 39 ; s time spent traveling from location - to - location during work is a significant portion of the worker &# 39 ; s total work time . as a result , an analysis of a worker &# 39 ; s travel time is important for assessing a worker &# 39 ; s performance . a worker that performs work tasks ( e . g ., picking , stocking , etc .) in a voice - enabled workflow creates a voice dialog . the voice dialog contains data ( e . g ., times , locations , quantities , work - task type , etc .) corresponding to the worker &# 39 ; s assigned work tasks ( e . g ., picking , stocking , etc .). as a result , the voice dialog from a worker may be recorded during a measurement period and then analyzed to create a travel - performance metric summarizing a worker &# 39 ; s travel performance ( e . g ., speed , efficiency , accuracy , etc .). a travel - performance metric is typically a single numerical value ( e . g ., a positive or negative number ) representing the worker &# 39 ; s performance relative to some group and / or time . for example , a travel - performance metric may represent the worker &# 39 ; s performance relative to a particular group of workers ( i . e ., population ) during a particular time ( i . e ., measurement period ). a worker &# 39 ; s performance may be assessed by comparing the worker &# 39 ; s travel - performance metric to travel - performance metrics of other workers and / or from other measurement periods . various comparisons of may be made . in one example , a worker &# 39 ; s travel - performance may be compared to the travel - performance metric of other workers in a population of workers for a particular measurement period . in another example , a worker &# 39 ; s travel - performance from one measurement period may be compared to the same worker &# 39 ; s travel - performance metric from another measurement period ( or periods ). likewise , the metrics of a group of workers may be compared to the metrics of other groups of workers ( e . g ., different shifts of workers , different locations , etc .). in addition , trends and / or variations of a worker &# 39 ; s ( or group &# 39 ; s ) metrics over time may be derived . other possible metric comparisons exist ( e . g ., between groups , individuals , measurement periods , work tasks , etc .) and are all within the scope of the present disclosure . as means of example , fig1 graphically depicts workers 2 operating in an exemplary warehouse 1 . the workers 2 wear and use voice - enabled mobile terminals to wirelessly communicate ( via voice prompts and responses ) to a host computer 3 running software to manage the voice - enabled workflow . the workers 2 in the warehouse , shown in fig1 , participate in a voice dialog to facilitate work tasks . as mentioned , the voice dialog typically includes the prompts generated by the host computer 3 and responses uttered by the worker 2 . by way of example , consider the following exemplary portion of a voice dialog corresponding to fig1 : mobile terminal : “ go to room 1 , aisle 2 , slot 2 ” ( i . e ., location “ a ”); worker : “ 331 ” ( i . e ., check - digit to confirm location ); mobile terminal : “ pick two .”; worker : “ two ” ( i . e ., confirms pick task ); mobile terminal : “ go to aisle 3 , slot 5 ” ( i . e ., location “ b ”); worker : “ 225 ”; mobile terminal : “ pick three .”; worker : “ 3 ”; mobile terminal : “ go to aisle 4 , slot 1 ” ( i . e ., location “ c ”). the host computer may save to memory the voice dialog collected over some period of time ( e . g ., as utf - 8 alphanumeric text strings ). software running on the host computer may configure the host computer &# 39 ; s processor to isolate the relevant portions of the voice dialog by identifying key words or phrases relating to work tasks . for example , in the above exemplary voice dialog , each captured expression can be uniquely identified and parsed into its constituent components , including ( but not limited to ) the following information : the locations to which the user was directed ; the travel time between locations , as calculated by the time between the current travel prompt ( e . g ., “ go to aisle 3 , slot 5 ) and the user - spoken check - digit ( e . g ., “ 225 ”); and the time at the slot , as calculated by the time from the spoken check - digit ( e . g ., “ 225 ”) to the completion of the task ( e . g ., “ 3 ”). the voice dialog , including this information , may be stored in a computer readable memory ( e . g ., the host computer &# 39 ; s memory ) for later analysis or re - analysis . the host computer 3 may be one or more , computers having software stored thereon . the host computer 3 may be any of a variety of different computers , including both client and server computers working together and including databases and / or systems necessary to interface with multiple voice - enabled mobile terminals . the host computer 3 may be located at one facility or may be distributed at geographically distinct facilities . furthermore , the host computer 3 may include a proxy server . therefore , the host computer 3 is not limited in scope to a specific configuration . the host computer 3 may run one or more software programs for handling a particular task or set of tasks , such as inventory and warehouse management systems ( which are available in various commercial forms ). the host computer 3 may include a warehouse management system ( wms ), a database , and a web application to facilitate the voice enabled workflow . the host computer 3 may also include software for programming and managing the individual voice - directed mobile terminals , as well as the software for analyzing the performance of workers . fig2 graphically depicts an implementation of a voice - enabled mobile terminal used in accordance with the voice - enabled workflow according an embodiment of the present disclosure . the voice - directed mobile terminal may be worn by a worker 2 or other user / operator ( e . g . manager , supervisor , etc . ), thereby allowing for hands - free operation . the voice - enabled mobile terminal typically includes a mobile computing device 10 and a headset 11 . the mobile computing device 10 may be worn ( e . g ., on a belt ) or otherwise used as part of a worker &# 39 ; s normal work process ( e . g ., incorporated with a tool , a vehicle , or a device that the worker uses during work ). the use of the descriptive term “ terminal ” is not limiting and may include any similar computer , device , machine , smartphone , smartwatch , indicia reader , or system . therefore , the exact form of the voice - directed mobile terminal utilized to practice the present systems and methods is not limited to the embodiment shown in fig2 . the headset 11 , as shown in fig2 , serves as the worker &# 39 ; s interface . the mobile computing device 10 may be communicatively coupled with the headset 11 or may be incorporated into the body of the headset 11 . when separate , the headset 11 may be coupled to the mobile computing device 10 with a cord or via a wireless communication link ( e . g ., bluetooth ™). the headset 11 is worn ( i . e ., on the worker &# 39 ; s head ) and includes a microphone 12 for receiving the worker &# 39 ; s voice . a headset speaker 13 transmits voice prompts ( e . g ., commands , instructions , descriptions , etc .) to the worker . the voice - enabled mobile terminal thus facilitates a voice dialog between the worker 2 and the host computer 3 to enable voice - directed movement throughout a warehouse or other facility . the mobile computing device 10 may include the processing and memory necessary to convert the voice signals from the worker into data ( e . g ., utf - 8 alphanumeric text strings ) suitable for transmission over a network ( e . g ., using speech - recognition software ) and to convert the data received over a network into voice signals ( e . g ., using text - to - speech software ). in some cases , the mobile computing device 10 may allow a worker 2 to perform a workflow without communication with a host computer 3 . therefore , various aspects of the present disclosure might be handled using voice - enabled mobile terminals only . usually , however , the host computer 3 is desirable due to the complexity of voice - enabled workflow . each voice - enabled mobile terminal may communicate with the host computer 3 using a wireless communication link 4 . the wireless communication link may use an appropriate wireless communication protocol ( e . g ., 802 . 11b / g / n , http , tcp / ip , etc .) and may use one or more wireless access points that are coupled to the host computer 3 and accessed by the voice - directed mobile terminal . by way of example , consider the voice - enable workflow as shown in fig1 . the voice dialogs 20 corresponding to a worker &# 39 ; s 2 voice - enabled workflow are forwarded to the host computer 3 where they are stored for analysis . after a measurement period , the voice - dialogs , as shown in fig3 , are analyzed by software algorithms running on the host computer to isolate those portions of the voice dialog relating to location - to - location movements . the algorithms typically isolate the relevant portions of workflow dialog by identifying key words or phrases relating to location - to - location movement ( e . g ., travel prompts , check - digits , etc .). since the keywords or phrases in the voice dialogs are recorded with timestamps ( e . g ., using a clock in the host computer or voice - enabled mobile terminal ), worker - travel times for location - to - location movements may be obtained . fig3 illustrates this process for a population of three workers moving within an environment ( e . g ., warehouse ) having three exemplary locations : a , b , and c . the voice dialogs 20 from a population of workers 21 are analyzed 22 to obtain the times each worker ( i . e ., worker 1 , worker 2 , and worker 3 ) took to perform each location - to - location movement ( i . e ., ab , bc , and ac ). these worker - travel times are recorded ( e . g ., in a database ) 23 for each worker ( i . e ., worker 1 , worker 2 , and worker 3 ) and for each instance that the worker performed the movement 24 . it will be appreciated by a person of ordinary skill in the art that , although exemplary embodiments presented herein incorporate voice - enabled workflow , the present disclosure is not limited to voice . the present disclosure embraces any terminal that facilitates a dialog between a computer and a worker ( e . g ., speech , text , gestures , etc .). the software running on the host computer use the worker - travel times , for a population of workers obtained during a measurement period , to compute a travel - performance metric for each worker . the travel - performance metric quantifies the worker &# 39 ; s performance ( e . g ., speed , efficiency , etc .) in travelling to complete the worker &# 39 ; s assigned work tasks . it is also possible to compute , from the dialog , the number of times a particular work task was completed during the measurement period . for example , how many times a particular location - to - location movement was performed or how many times a work - task was performed ( e . g ., number of picks ). different travel - performance metrics may be used to assess a worker &# 39 ; s performance . for example , in one embodiment the travel - performance metric is a travel - pick ratio ( tpr ) as shown below : the tpr is the ratio of the worker &# 39 ; s total travel time to the worker &# 39 ; s total number of picks . in another embodiment , the travel performance metric is a travel - work ratio ( twr ) as shown below : the twr is the ratio of a worker &# 39 ; s total travel time to the worker &# 39 ; s time spent otherwise . in another embodiment , the travel performance metric is an effective - travel ratio ( etr ) as shown below : the etr is the ratio of a worker &# 39 ; s travel time that resulted in a pick to the worker &# 39 ; s total travel time . in some embodiments , it may be necessary to compute more than one travel - performance metric to assess a worker &# 39 ; s performance fairly and accurately . in these cases , it may be useful to combine the computed metrics . for example , a weighted sum or average of performance metrics may be used to generate a new performance metric ( i . e ., a fused - performance metric ). in another example , a ratio of metrics may be used to generate a new performance metric . in many cases , it is important to assess a worker - performance using a travel - performance metric that is independent of the distance that a worker travels . this helps avoids confusion since each worker may be assigned different work tasks and since each worker may take different routes to travel from location - to - location . since a worker may perform many movements during a measurement period ( e . g ., a work shift ), the time - variations resulting from a worker &# 39 ; s different routes may be averaged to compute a fair travel - performance metric . in addition , a travel - performance metric may be computed by comparing a worker &# 39 ; s travel times for movements only to other workers that performed the same movements in order to make a fair comparison . in addition , a travel performance metric may be computed by comparing a worker &# 39 ; s travel times for movements to an equivalent time that a population would be expected to perform the same movements . in these ways , the worker &# 39 ; s time to perform a long distance movement is not unfairly compared to times taken to perform short distance movements ( i . e ., distance independent ). a distance - independent ( i . e ., travel - pattern based ) travel - performance metric may be computed in a variety of ways . in one embodiment , the travel - performance metric is computed by comparing ( i ) a worker &# 39 ; s average time taken to perform a location - to - location movement with ( ii ) the average time that the population of workers took to perform the same location - to - location movement . in this embodiment , the location - to - location worker - travel times for a measurement period are obtained from the voice dialog ( e . g ., as shown in fig3 ). next , for each location - to - location movement a population - average - travel time is computed ( i . e ., tpop loci , locj ). the population - average - travel time is the average time that all workers in the population took to perform a location - to - location movement ( during the measurement period ). this average time includes the times from all workers and from each instance that a particular worker performed the location - to - location movement . next , for a worker the worker - average - travel time is computed for each location - to - location movement ( i . e ., tworker loci , locj ). the worker - average - travel time for a particular location - to - location movement is the average time that a worker took to perform the location - to - location movement ( during the measurement period ). by way of example , fig4 illustrates which data is used to compute the population - average - travel time and the worker - average - travel time for a particular worker ( i . e ., “ worker 2 ”) and a particular location - to - location movement ( i . e ., “ ab ”). a travel - performance metric ( i . e ., tpm ) for a worker may be computed by averaging the differences between the worker - average - travel time and the population - average - travel time for all location - to - location travels as shown below . in another embodiment , the travel - performance metric may be computed by comparing ( i ) a worker &# 39 ; s total time spent performing location - to - location movements with ( ii ) the total time that the population of workers would be expected to perform the same location - to - location movements . as before , the location - to - location worker - travel times for a measurement period are obtained from the voice dialog ( e . g ., as shown in fig3 ). for each location - to - location movement a population - average - travel time is computed ( i . e ., tpop loci , locj ). then , for a worker the worker - total - travel time is computed for each location - to - location movement ( i . e ., totworker loci , locj ). the worker - total - travel time for a particular location - to - location movement is the total time ( i . e ., sum of the worker - travel times ) that the worker took to perform the location - to - location movement . next , the number of times that the worker performed the location - to - location movement is recorded ( i . e ., n loci , locj ). then , using the population - average - travel time and the number of times each location - to - location movement was perform , a corresponding population - total - travel time ( i . e ., totpop loci , locj ) is computed for each location - to - location movement as shown below . by way of example , fig5 illustrates which data is used to compute the population - total - travel time and the worker - total - travel time for a particular worker ( i . e ., “ worker 2 ”) and a particular location - to - location movement ( i . e ., “ ab ”). a travel - performance metric ( i . e ., tpm ) for a worker may be computed as the difference between the worker - total - travel time and the population - total - travel time divided by the total number of movements performed by the worker for all location - to - location travels as shown below . the performance of a particular worker may be assessed by comparing the travel - performance metric for a particular worker to the travel - performance metrics of other workers . for example , workers in a population of workers may be ranked by their performance metric . in this case , a worker &# 39 ; s performance may be assessed by their rank or other grouping ( e . g ., quartile ). in some cases , a fused ranking may be created from the combination of the ranks of different performance metrics . for example , a fused ranking may be generated through a weighted sum of the rankings of different performance metrics . graphical reports may be created based on a worker &# 39 ; s travel - performance metric and / or the assessment of the worker &# 39 ; s performance ( e . g ., the worker &# 39 ; s rank ). fig6 illustrates an exemplary report of worker &# 39 ; s travel - performance metrics . here , workers are identified on the x - axis by number while the vertical axis displays each worker &# 39 ; s travel - performance metric . various reports ( e . g ., tables , graphs , charts , etc .) and various views ( e . g ., bar graphs , pie charts , etc .) of each report are envisioned by the present disclosure , and not limited to the example shown in fig6 . the graphical reports may be generated for view on a computing device ( e . g ., computer , smartphone , tablet , etc .) with a display . alerts may be created based on a worker &# 39 ; s travel - performance metric and / or the assessment of the worker &# 39 ; s performance ( e . g ., the worker &# 39 ; s rank ). these alerts may include messages presented or sent to a particular worker ( e . g ., a supervisor ) and are typically intended to generate a response . for example , an alert message may be sent ( e . g ., text message , email message ) to a supervisor stating that a worker needs attention ( e . g ., additional training , discipline , encouragement , etc .) as a result of the worker &# 39 ; s performance . in another example , a voice message may be communicated directly to the worker ( via the worker &# 39 ; s voice - enabled mobile terminal ), based on the worker &# 39 ; s performance . the travel - performance metrics and / or the reports / alerts may be stored in a database on a computer - readable readable memory for future viewing and / or future use ( e . g ., for comparison with performance metrics created in the future ). the data in the database may be filtered to generate various reports ( e . g ., by worker / group , by measurement period , by movement , by location , by item picked etc .). filtering by measurement period enables the assessment performance by weekday , weekend , weekly , monthly , and specific dates ( e . g ., before a major holiday ). for example , workers who work on weekday may be compared against those who work on weekend . in another example , a worker &# 39 ; s performance may be assessed weekly or monthly . in still another example , a worker &# 39 ; s performance during a period of high demand may be compared to periods having normal work conditions . filtering by worker / group also enables the assessment of performance by aspects of the worker / group . for example , a group may include workers of a particular experience level or workers using a particular language . filtering by location also enables the assessment of worker performance based aspects of the location . for example , a particular location - to - location route may be compared with other routes . filtering by item may enable the assessment of worker performance based on aspects of an item picked . these aspects may include items that are bulk , palletized , or packaged in containers . in some embodiments , actions may be taken based on the performance of a worker . for example , the work tasks that are assigned to a worker may be based on the assessed performance of the worker . if a worker &# 39 ; 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