Rehabilitation of underperforming service centers

FIELD OF TECHNOLOGY

0001Aspects of this disclosure relate to characterizing and rehabilitating a service center that experiences technology malfunctions that impact a customer experience in using the service center.

BACKGROUND

0002A large entity with many customers in diverse locations may operate a service center to provide goods and services to customers. The entity may operate one or more service centers located in diverse geographic locations. Each service centers may be staffed by employees of the entity and may utilize various technologies to operate.

0003The employees and customers of the entity may be negatively impacted when a technology used at the service center performs poorly or experiences downtime. A technology malfunction may result in long lines of customers waiting for service, slow transaction speeds, or even a closing of a service center. Correcting the technology malfunction may require employee time that would have otherwise been devoted to serving customers.

0004If customers are consistently unable to access the goods or services they desire in a timely, orderly fashion, the customers may seek an alternative entity to provide their desired goods or services. Therefore, the technology malfunction may present a monetary risk to the entity.

0005A technology malfunction may impact an ability of an employee of the entity to service a customer. The employee may be dissatisfied with an inability to service a customer. Therefore, the technology malfunction may impact morale of the employee of the entity.

0006Technology malfunctions at a specific service centers may be viewed by stakeholders in the entity as indicative of systemic technology challenges. Thus, an underperforming service center may pose a risk of damage to goodwill of the entity.

0007It would be desirable, therefore, to provide apparatus and methods that characterize service centers that experience technology malfunctions.

0008It also would be desirable to, allocate, based on the characterization of the service center, resources to alleviate and prevent the technology malfunctions.

0009It further would be desirable to provide accurate and timely reporting of the characterization of the service center and associated metrics derived from the characterization.

SUMMARY OF THE DISCLOSURE

0010This disclosure provides apparatus and methods for rehabilitating an underperforming service center operated by an entity. The service center may be included in a plurality of service centers.

0011A service center may be characterized as underperforming based on a calculated health score. The health score may be based on a technology malfunction that occurred at the service center.

0012The health score may be based on an intensity score. The health score may be based on an incident count. The health score may be based on a network count.

0013The health score may be compared to a threshold. If the health score is below the threshold, the service center may be characterized as underperforming.

0014A service center characterized as underperforming may be included in a chronic list. The chronic list may be mined for patterns characteristic of an underperforming service center.

0015A service center characterized as underperforming may be allocated resources. The resources may be allocated based on a priority. The priority may be based on the health score.

BRIEF DESCRIPTION OF THE DRAWINGS

0016The objects and advantages of the invention will be apparent upon consideration of the following detailed description, taken in conjunction with the accompanying drawings, in which like reference characters refer to like parts throughout, and in which:

0017<figref idref="DRAWINGS">FIG. 1</figref> shows an illustrative process in accordance with principles of the invention;

0018<figref idref="DRAWINGS">FIG. 2</figref> shows illustrative information that may be used in accordance with principles of the invention;

0019<figref idref="DRAWINGS">FIG. 3</figref> shows illustrative information that may be used in accordance with principles of the invention;

0020<figref idref="DRAWINGS">FIG. 4</figref> shows illustrative information that may be generated in accordance with principles of the invention;

0021<figref idref="DRAWINGS">FIG. 5</figref> shows an illustrative display of information that may be generated in accordance with principles of the invention; and

0022<figref idref="DRAWINGS">FIG. 6</figref> shows a schematic diagram of a general purpose digital computing environment in which one or more aspects of the present invention may be implemented.

DETAILED DESCRIPTION OF THE DISCLOSURE

0023Apparatus and methods for characterizing a service center are provided. A service center may include a self-serve kiosk such as an automated teller machine. A service center may be an automated teller machine.

0024The apparatus and methods may identify a data source that may include an indicator of whether a service center is experiencing a technology malfunction. The data source may include a record of one or more technology malfunctions that occurred at one or more service centers operated by the entity.

0025The data source may be identified by evaluating whether the data source includes an indicator of whether a service center is underperforming. For example, the indicators may include a technology malfunction that occurred at a service center operated by the entity. The technology malfunction may be subject to a filter that selects technology malfunctions based on the evaluating.

0026The technology malfunction may be associated with a class. The technology malfunction may be associated with a sub-class. The evaluating may include an assessment that a technology malfunction included in the class or the sub-class is relevant in characterizing a service center as underperforming.

0027For example, the evaluating may include an assessment that a technology malfunction included in the class or the sub-class has a direct effect on a customer experience at a service center, effects operation of the service center or any suitable criteria.

0028The technology malfunction may be subject to a filter that selects technology malfunctions based on the class and the sub-class.

0029Each technology malfunction may be logically associated with a particular service center. The technology malfunction may be filtered to identify a technology malfunction that is associated with a particular service center.

0030The technology malfunction may be an incident ticket. The technology malfunction may be a vendor dispatch.

0031An incident ticket may be opened when a technology malfunction is observed at the service center. The entity may dispatch a vendor to repair the observed technology malfunction. A vendor dispatch is an instruction sent to vendor to repair/correct a technology malfunction.

0032The technology malfunction may include an automatically detected technology malfunction. The incident ticket or vendor dispatch may be an automatically detected technology malfunction.

0033Each technology malfunction may be “weighted” based on how severely it impacts an ability of the service center to operate.

0034The technology malfunction with a higher potential impact on operation of a center may be preferentially weighted. For example, it may be determined that a Network/Communications/Server malfunction has a potential impact that is greater than the potential impact of another technology malfunction. The Network/Communications/Server malfunction, may therefore be preferentially weighted. For example, the Network/Communications/Server malfunction may be assigned a “weight” of three, whereas the other technology malfunction may be assigned a “weight” of one. Any suitable weight may be used, such as a real number or an imaginary number.

0035Based on the information obtained from the data source, a health score may be calculated for the service center. The health score may characterize the service center as experiencing frequent technology malfunctions. A service center experiencing frequent technology malfunctions may be characterized as underperforming.

0036The apparatus may include one or more non-transitory computer-readable media storing computer-executable instructions. The computer-executable instructions may, when executed by a processor on a computer system, perform a method of characterizing a service center.

0037The methods for characterizing the service center may include associating a category with a service center technology malfunction, assigning a value to the category, counting the technology malfunction, and calculating a health score for the service center. The health score may be based on the value and the counting.

0038The methods may include determining if the health score is below a threshold. The threshold may be a chosen health score. The chosen health score may correspond to a division between service centers that are characterized as underperforming and service centers that are adequately performing. If the health score is below the threshold, the service center may be characterized as underperforming.

0039The threshold may be adjustable. For example, the threshold may be initially set to capture approximately a top 0.05% of service centers operated by the entity. The threshold may be adjusted to capture more or fewer service centers. For example, the threshold may later be reduced to capture a larger number of service centers as overall health scores of individual service centers improve.

0040Based on the health score, resources may be allocated to rehabilitate the service center. If the health score is below the threshold, the methods may include allocating resources to rehabilitate the service center. Resources may include people, tools and processes for improving the health score. For example, the allocating resources may include designating personnel, funds and/or equipment or any other suitable resources to cure the technology malfunction that occurred at the service center.

0041The category may be included in a plurality of categories. The value may be included in a plurality of values. The technology malfunction may be included in a plurality of technology malfunctions.

0042Each of the technology malfunctions may be associated with a category. Each category may be associated with a value.

0043For example, a service center, such as service center SC_jmay be included in a plurality of service centers defined by SC_j|_{<sub2>∀j=1, 2, 3 . . . J </sub2>}

0044A category, such as Category_k, may be included in a plurality of categories defined by Category_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}.

0045A value such as Value_kmay be included in a plurality of values defined by Value_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}. Each Category_kmay be associated with a corresponding Value_k.

0046A technology malfunction, such as technology malfunction TM_l,j,kmay be included in a plurality of technology malfunctions defined by TM_l,j,k|_{<sub2>∀t=1, 2, 3 . . . L(j,k)</sub2>}. L(j,k) may correspond to a number of technology malfunctions. L(j,k) may correspond to zero.

0047The technology malfunction TM_l,j,kmay be associated with the service center SC_j. The technology malfunction TM_l,j,kmay be associated with the category Category_k.

0048The counting may include formulating a total number of the technology malfunctions. The counting may include formulating for each of the categories a product of: (a) a total number of the technology malfunctions that correspond to the category; and (b) the value that is associated with the category.

0049For example, the counting may include formulating a total number of technology malfunctions using equation 1. Equation 1 gives, for a service center SC_j, a total number of the technology malfunctions, TNTM_j, that are associated with the plurality of categories Category_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}.

0000<maths id="MATH-US-00001" num="00001"><math overflow="scroll"><mtable><mtr><mtd><mrow><msub><mi>TNTM</mi><mi>j</mi></msub><mo>=</mo><mrow><munderover><mo>∑</mo><mrow><mi>k</mi><mo>=</mo><mn>1</mn></mrow><mi>K</mi></munderover><mo></mo><mrow><mi>L</mi><mo></mo><mrow><mo>(</mo><mrow><mi>j</mi><mo>,</mo><mi>k</mi></mrow><mo>)</mo></mrow></mrow></mrow></mrow></mtd><mtd><mrow><mi>Eqn</mi><mo>.</mo><mstyle><mspace width="0.8em" height="0.8ex" /></mstyle><mo></mo><mn>1</mn></mrow></mtd></mtr></mtable></math></maths>

0050In equation 1:

0000L(j,k) is a number of the technology malfunctions associated with service center SC_jand the Category_k; and <br /> k=1, 2, 3 . . . . K is an index number corresponding to one of the categories included in the plurality of categories Category_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}.

0051A total number of technology malfunctions TM_l,j,k|_{<sub2>∀l=1, 2, 3 . . . L(j,k) </sub2>}may be calculated for all service centers SC_j|_{<sub2>∀j=1, 2, 3 . . . J </sub2>}operated by the entity. An average number of technology malfunctions per service center SC_jmay be calculated.

0052As a further example, the counting may include equation 2. Equation 2 gives, each of the categories Category_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}, a weighted count WC_j,kfor the service center SC_j. Equation 2 includes formulating the product of: (a) L(j,k), the number of the technology malfunctions TM_l,j,kthat are associated with service center SC_jand the Category_k; and (b) Value_k, the value that is associated with the Category_k.

0000<br />WC_j,k=Value_k<i>*L</i>(<i>j,k</i>)  Eqn. 2

0053The methods may include calculating the health score on a weekly basis. The health score may be based on one or more technology malfunctions that occurred in a period preceding the calculating. The period may have any suitable length, such as one hour, one day, seven days, two weeks, thirty days, one-month, three months, six months, one year, two years, five years or any other suitable length. The length of the period may be based on an occurrence of a technology malfunction or any suitable occurrence.

0054The calculating may be based on a previously calculated health score. For example, if a previously calculated health score of the service center may have been below the threshold. If a currently calculated health score of the service center is above the threshold, the pervious health score may be accounted for in characterizing the service center as underperforming.

0055The methods may include associating information from the data source with a service center based on an organizational mailcode. For example, a technology malfunction may be associated with the service center based on an organizational mailcode. The organizational mailcode may include a unique identifier that associates the technology malfunction with the service center.

0056The organizational mailcode may associate the technology malfunction with the service center irrespective of another classification that may be associated with the technology malfunction or the data source. For example, the entity may generally classify technology malfunctions based on a technology or mechanism for repairing the malfunction.

0057Associating information with the service center based on the organizational mailcode may require that a mailcode that is associated with non-production sites (such as a training site or laboratory), back office sites, or other selected business units is filtered out.

0058The service center may be one of a plurality of service centers. The methods may include prioritizing the allocating of resources among the plurality of service centers based on the health score of each service center. For example, the prioritizing may include assigning a designation, based on the health score, to the service center. The designation may include “distressed,” “critical,” “intensive,” “in-recovery” or any other suitable designation.

0059For example, the “distressed” designation may correspond to a service center with a health score twenty percentage points below the threshold. The “critical” designation may correspond to a service center with a health score twenty to thirty percentage points below the threshold. The “intensive” designation may correspond to a service center with a difference between the health score and the threshold of forty percentage points or more.

0060Resources may be allocated to a service center designated as “intensive” before resources are allocated to service centers designated as “critical” or “distressed.” Resources may be allocated to a service center designated as “critical” before resources are allocated to a service center designated “distressed.” Resources may be allocated to a service center designated as “distressed” after resources have been allocated to service centers designated as “intensive” or “critical.”

0061The prioritizing may be based on a difference between the calculated health score and the threshold. The prioritizing may be based on an amount of time the health score of the service center is below the threshold.

0062If the health score is below the threshold, the service center may be placed on a chronic list. The method may further include identifying resources that may be deployed to rehabilitate the service center included in the chronic list. A Service center with a health score that is below the threshold may be added to the chronic list for a time period. The time period may have any suitable length, such as one hour, one day, seven days, two weeks, thirty days, one-month, three months, six months, one year, two years, five years or any other suitable length. The length of the period may be based on an occurrence of a technology malfunction or any suitable occurrence.

0063The prioritizing may include identifying a service center that has remained on the chronic list for a period of time. For example, if a service center has remained on the chronic list for sixty or more days, the service center may be designated as “critical” and allocated resources accordingly. If a service center has remained on the chronic list for ninety or more days, the service center may be designated as “intensive” and allocated resources accordingly.

0064As a further example, a service center that is added to the chronic list more than once may be designated as “critical” irrespective of a difference between a currently calculated health score and the threshold.

0065The methods may include recalculating the health score of an underperforming service center. If a recalculated health score is above the threshold, the service center may be placed on a recovery list.

0066The methods may include mining the chronic list for common characteristics of underperforming service centers.

0067The methods may include mining the recovery list for common characteristics of underperforming service centers that have been rehabilitated.

0068Mining the chronic list and/or the recovery list may provide leverage to the entity in renegotiating existing contracts and/or forming new contracts. Information obtained from the mining may demonstrate, for example, to business associates of the entity, a current state of service centers characterized as underperforming and progress made in reducing a number of service centers characterized as underperforming.

0069The apparatus and methods may include calculating a health score and, based on the health score, characterizing the service center as underperforming. The health score may be a minimum of a normalized intensity score, a normalized incident score and a normalized network count.

0070For example, an intensity score of 35, an incident count of 15 and a network count of 5 may each be normalized to correspond to a health score of 70%. The threshold may be set to correspond to a health score of 70% or below.

0071The intensity score may be based on a first number of service center technology malfunctions. The incident score may be based on a second number of service center technology malfunctions. The network count may be based on a third number of service center technology malfunctions.

0072Each number of service center technology malfunctions may include counting a service center technology malfunction that is associated with an auto detection of the first malfunction. Each number of service center technology malfunctions may include counting a service center technology malfunction that is associated with a request to repair the second malfunction.

0073The first number of service center technology malfunctions may be associated with a first category. The first category may be included in a plurality of categories. The second number of service center technology malfunctions may be associated with the plurality of categories. The third number of service center technology malfunctions may be associated with a second category. The second category may be included in the plurality of categories.

0074Each of the categories may be associated with a value. The value may represent a severity of the malfunction associated with the category.

0075For example, as stated above, a service center, such as service center SC_jmay be included in a plurality of service centers defined by SC_j|_{<sub2>∀j=1, 2, 3 . . . J </sub2>}

0076A category, such as Category_k, may be included in a plurality of categories defined by Category_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}.

0077A value such as Value_kmay be included in a plurality of values defined by Value_k|_{<sub2>∀k=1, 2, 3 . . . K</sub2>}. Each Category_kmay be associated with a corresponding Value_k.

0078A service center technology malfunction, such as technology malfunction TM_l,j,k, may be included in a plurality of technology malfunctions defined by

0000<maths id="MATH-US-00002" num="00002"><math overflow="scroll"><mrow><msub><mi>TM</mi><mrow><mi>l</mi><mo>,</mo><mi>j</mi><mo>,</mo><mi>k</mi></mrow></msub><mo></mo><msub><mo>|</mo><mrow><mrow><mrow><mo>∀</mo><mi>l</mi></mrow><mo>=</mo><mn>1</mn></mrow><mo>,</mo><mn>2</mn><mo>,</mo><mrow><mn>3</mn><mo></mo><mstyle><mspace width="0.6em" height="0.6ex" /></mstyle><mo></mo><mi>…</mi><mo></mo><mstyle><mspace width="0.6em" height="0.6ex" /></mstyle><mo></mo><mrow><mi>L</mi><mo></mo><mrow><mo>(</mo><mrow><mi>j</mi><mo>,</mo><mi>k</mi></mrow><mo>)</mo></mrow></mrow></mrow></mrow></msub><mo>.</mo></mrow></math></maths>

0079The technology malfunction TM_l,j,kmay be associated with the service center SC_j. The technology malfunction TM_l,j,kmay be associated with the Category_k. L(j,k) may correspond to a number of technology malfunctions. L(j,k) may correspond to a number of technology malfunctions associated with the category Category_kand the service center SC_j. L(j,k) may correspond to the number zero.

0080For example, L(j,k) may correspond to a first number of technology malfunctions associated with a Category_k. The intensity score may be based on L(j,k).

0081As a further example, Equation 3 may be used to calculate intensity score IS_j,kof technology malfunctions associated with Category_kand the service center SC_j.

0000<br />IS_j,k=WC_j,k  Eqn. 3

0082In equation 3:

0000WC_j,kis defined by equation 2.

0083The intensity score may be a maximum intensity score. The maximum intensity score may be an intensity score selected from among multiple intensity scores of technology malfunctions associated with a service center.

0084For example, equation 4 may be used to calculate a maximum intensity score MIS_jof the technology malfunctions associated with the service center SC_j.

0000<maths id="MATH-US-00003" num="00003"><math overflow="scroll"><mtable><mtr><mtd><mrow><msub><mi>MIS</mi><mi>j</mi></msub><mo>=</mo><mrow><mi>max</mi><mo></mo><mrow><mo>{</mo><mrow><msub><mi>IS</mi><mrow><mi>j</mi><mo>,</mo><mi>k</mi><mo>,</mo></mrow></msub><mo></mo><msub><mo>|</mo><mrow><mrow><mrow><mo>∀</mo><mi>k</mi></mrow><mo>=</mo><mn>1</mn></mrow><mo>,</mo><mn>2</mn><mo>,</mo><mrow><mn>3</mn><mo></mo><mstyle><mspace width="0.6em" height="0.6ex" /></mstyle><mo></mo><mi>…</mi><mo></mo><mstyle><mspace width="0.6em" height="0.6ex" /></mstyle><mo></mo><mi>K</mi></mrow></mrow></msub></mrow><mo>}</mo></mrow></mrow></mrow></mtd><mtd><mrow><mi>Eqn</mi><mo>.</mo><mstyle><mspace width="0.8em" height="0.8ex" /></mstyle><mo></mo><mn>4</mn></mrow></mtd></mtr></mtable></math></maths>

0085In equation 4:

0000IS_i,kis defined by equation 3; <br /> max is a maximum number contained in a plurality of intensity scores; and <br /> k=1, 2, 3 . . . . K is an index number corresponding to one of the categories included in the plurality of categories Category_{k|∀k=1, 2, 3 . . . K}.

0086The first number of service center technology malfunctions may be included in a plurality of numbers of service center technology malfunctions. The plurality of numbers may be associated with a plurality of categories. The plurality of categories may be associated with a plurality of values. The intensity score may be based on the plurality of numbers and the plurality of values.

0087For example, the plurality of numbers may correspond to L(j,k)|_{k∀k=1, 2, 3 . . . K}. The plurality of categories may correspond to Category_{k|∀k=1, 2, 3 . . . K}. The plurality of values may correspond to Value_{k|∀k=1, 2, 3 . . . K}. For a service center SC_j, an intensity score based on the pluralities, ISP_j, may be calculated using equation 5.

0000<maths id="MATH-US-00004" num="00004"><math overflow="scroll"><mtable><mtr><mtd><mrow><msub><mi>ISP</mi><mi>j</mi></msub><mo>=</mo><mrow><munderover><mo>∑</mo><mrow><mi>k</mi><mo>=</mo><mn>1</mn></mrow><mi>K</mi></munderover><mo></mo><msub><mi>IS</mi><mrow><mi>j</mi><mo>,</mo><mi>k</mi></mrow></msub></mrow></mrow></mtd><mtd><mrow><mi>Eqn</mi><mo>.</mo><mstyle><mspace width="0.8em" height="0.8ex" /></mstyle><mo></mo><mn>5</mn></mrow></mtd></mtr></mtable></math></maths>

0088In equation 5:

0000IS_j,kis defined by equation 3; and <br /> k=1, 2, 3 . . . . K is an index number corresponding to one of the categories included in the plurality of categories Category_{k|∀k=1, 2, 3 . . . K}.

0089As a further example, for the service center SC_j, the total number of technology malfunctions, TNTM_j, as defined by Equation 1 may correspond to a second number of technology malfunctions. The incident count score may be based on Equation 1. The incident count score may be equal to TNTM_j.

0090The third number of service center technology malfunctions may be associated with a second category. For example, L(j,k) may correspond to a third number of technology malfunctions. The second category may be Category_k.

0091For a service center SC_jthe technology malfunction TM_l,j,kassociated with the Category_kmay be a service center malfunction that corresponds to a malfunction of a network or communication link or device. The malfunction of a network and communication link or device may present a severe impediment to operation of the service center SC_j.

0092The network count may be equal to the third number of service center technology malfunctions. The network count may be based on L(j,k). The network count may be equal to L(j,k). L(j,k) may be equal to a the number of malfunctions of network and communication links and devices that occurred at a service center SC_j.

0093The calculating may include calculating the health score weekly. The calculating may be based on a service center technology malfunction that occurred in a time period preceding the calculating. The time period may be any suitable time period. The calculating may be based on a previously calculated health score.

0094The methods may include filtering a service center technology malfunction based on an organizational mailcode.

0095The methods may include placing a service center characterized as underperforming on a chronic list. The methods may include identifying resources to rehabilitate service centers on the chronic list. The methods may include a process for rehabilitating the service center.

0096For example, for a service center to be removed from the chronic list, the following steps may be taken: (1) an incident ticket opened within the last thirty days and relating to a technology malfunction is investigated; (2) responsibility for remediation of the technology malfunction is assigned to an appropriate party; (3) the technology malfunction is repaired/resolved;, (3) the health score is recalculated; and (4) a resolution of the technology malfunction is confirmed by the entity. The resolution of the technology malfunction may be confirmed by observing that the technology malfunction does not reoccur with a time period. The time period may be any suitable time period.

0097The methods may include recalculating the health score and determining if the health score is above the threshold. If the health score is above the threshold the methods may include placing the service center on a recovery list for a time period. The time period may be any suitable time period.

0098For example, a service center may be taken off the chronic list and placed on the recovery list if the recalculated health score is 90% or greater. A service center on the recovery list may be monitored to ensure the technology utilized by the service center remains operational for thirty days.

0099The methods may include mining the chronic list and/or recovery list for characteristics of underperforming service centers. The characteristics obtained from the mining may suggest preventive measures that may be taken by the entity to lower a number of service centers on the chronic list.

0100The methods may include mining the chronic list for patterns characteristic of an underperforming service center. The patterns may be leveraged in future dealings with business partners or stakeholders of the entity. An optimization technique may be applied to the patterns to reduce a number of underperforming service centers. Any suitable optimization technique may be used.

0101Apparatus and methods may include a dashboard. The dashboard may display and arrange information relating to service centers on the chronic list and/or the recovery list. The information may be obtained from the mining. The information may include metrics relating to the entity. The information may include metrics relating to a service center.

0102The dashboard may display a current status of the technology malfunctions of the service center. The current status may include details of the malfunction, a party assigned to repair the malfunction, steps taken to repair the malfunction, changes to the chronic list and any appropriate information. The current status may be updated as a changes occurs.

0103Following a rehabilitation, the service center may be monitored. The dashboard may display metrics associated with monitoring of the health score of the rehabilitated service center.

0104The dashboard may provide reporting to a business partner of the entity. For example, the dashboard may convey information relating to efforts underway to rehabilitate a service center on the chronic list. The dashboard may demonstrate to the business partner: a number of service centers currently on the chronic list, historical chronic list data, identified root problems at service centers included on the chronic list and any other suitable information.

0105Illustrative apparatus and methods in accordance with the principles of the invention will now be described with reference to the accompanying drawings, which form a part hereof. It is to be understood that other embodiments may be utilized and structural, functional and procedural modifications may be made without departing from the scope and spirit of the present invention.

0106As will be appreciated by one of skill in the art, the invention described herein may be embodied in whole or in part as a method, a data processing system, or a computer program product. Accordingly, the invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software, hardware and any other suitable approach or apparatus.

0107Furthermore, such aspects may take the form of a computer program product stored by one or more computer-readable storage media having computer-readable program code, or instructions, embodied in or on the storage media. Any suitable computer readable storage media may be utilized, including hard disks, CD-ROMs, optical storage devices, magnetic storage devices, and/or any combination thereof. In addition, various signals representing data or events as described herein may be transferred between a source and a destination in the form of electromagnetic waves traveling through signal-conducting media such as metal wires, optical fibers, and/or wireless transmission media (e.g., air and/or space).

0108Apparatus and methods in accordance with the principles of the invention may include one or more features of the illustrative process shown in <figref idref="DRAWINGS">FIG. 1</figref>.

0109At step <b>101</b>, data sources are identified. The data sources may be identified by evaluating whether the data sources are likely to contain indicators of whether a service center is underperforming. The indicators may include one or more technology malfunctions that occurred at service centers operated by the entity.

0110At step <b>103</b>, data from the identified data sources is collected and filtered. The data may be filtered to obtain a technology malfunction that corresponds to an individual service center. The data may be filtered to obtain a malfunction related to a particular technology or category of technology.

0111At step <b>105</b>, a weight is assigned to the data obtained at step <b>103</b>. The weight may correspond to an effect of a technology malfunction on operation of a service center. A technology malfunction that has a greater impact on the operation of the service center may be assigned a greater weight.

0112At step <b>107</b>, a health score is calculated. The health score may be calculated based on information associated with steps <b>101</b>-<b>105</b>. At step <b>109</b>, a dashboard is produced. The dashboard may display information relating to calculation of the health score, comparison of health scores, relevant statistics or any suitable information. The dashboard may display a list of service centers that are underperforming. Underperforming service centers may be included in a chronic list (not shown).

0113At step <b>111</b>, a service center characterized as underperforming is remediated. Remediation may include allocating resources needed to improve performance of the service center. At step <b>113</b>, criteria are established for securing the release of a service center from the characterizing as underperforming. The release criteria may include an improved health score of the service center.

0114At step <b>115</b>, the service center that has been remediated is monitored. The service center may be monitored to ensure that the service center continues to operate for a period of time with fewer technology malfunctions than before remediation.

0115<figref idref="DRAWINGS">FIG. 2</figref> shows illustrative information that may be used in accordance with principles of the invention. The information may be obtained from the data sources identified in <figref idref="DRAWINGS">FIG. 1</figref> at step <b>101</b> or any other suitable source. A technology malfunction may be associated with one of classes <b>201</b>. Classes <b>201</b> may indicate a field of technology experiencing a malfunction. The field of technology may be included in an incident ticket (not shown). Classes <b>201</b> may indicate a location where a technology malfunction has occurred. The location may be included in a vendor dispatch (not shown).

0116Each of classes <b>201</b> may be associated with one or more of sub-classes <b>203</b>. Each of sub-classes <b>203</b> may indicate a specific machine, system or resource experiencing a technology malfunction. A reporting system of the entity may provide a platform for manual association of a technology malfunction with one of classes <b>201</b> and/or sub-classes <b>203</b>.

0117The entity may automatically detect a technology malfunction at a service center. The system may generate alerts <b>205</b> when a technology malfunction is automatically detected. Alerts <b>205</b> may be assigned a title describing a nature of the detected technology malfunction. Alerts <b>205</b> may be included in the data sources that include indicators of whether a service center is experiencing a technology malfunction.

0118<figref idref="DRAWINGS">FIG. 3</figref> shows illustrative information <b>300</b>. Information <b>300</b> may include intensity scores <b>301</b>. Intensity scores <b>301</b> may be calculated for a category of technology malfunctions that occur at a service center. Intensity score <b>301</b> may reflect a total number of technology malfunctions in a category multiplied by a weight associated with the category.

0119A master intensity score may be calculated. The master intensity score may include a sum of all intensity scores calculated for each category of technology malfunctions associated with a service center. Intensity scores <b>301</b> may be master intensity scores.

0120Intensity score <b>301</b> may be normalized and used to calculate health scores <b>303</b>. Each of health scores <b>303</b> are based on the corresponding intensity score. If a health score is below a threshold, the service center may be characterized as underperforming. Items <b>315</b> and <b>313</b> show that if a threshold is a health score of 70% or below, an intensity score of 35 may correspond to a health score of 69.90%. Thus, a service center with an intensity score of 35 may be characterized as underperforming. The threshold may be adjusted as appropriate.

0121Information <b>300</b> may include incident counts <b>305</b>. Each of incident counts <b>305</b> may include a total number of technology malfunctions that occurred at a service center. The total number of technology malfunctions that occurred at a service center may include technology malfunction in a plurality of categories. Each of incident counts <b>305</b> may be normalized to correspond to a health score. Health scores <b>307</b> are calculated based on incident counts <b>305</b>.

0122If the health score calculated based on incident count <b>305</b> is below a threshold, the service center may be characterized as underperforming. Items <b>317</b> and <b>319</b> show that if a threshold is a health score of 70% or below, an incident count of 15 may correspond to a health score of 70%. Thus, a service center with an incident count of 15 may be characterized as underperforming. The threshold may be adjusted as appropriate.

0123Information <b>300</b> may include Voice and Data Network counts <b>309</b>. Each of Voice and Data Network counts <b>309</b> may include a total number of technology malfunctions that occurred at a service center relating to voice and data networks used by the service center.

0124A voice and data network malfunction may present a severe operational impairment to a service center. A voice and data network malfunction may be assigned a higher weight then another category of technology malfunctions. A total count of voice and data network malfunctions that occurred at a service center may be tallied independently of other technology malfunctions.

0125Each of voice and data network counts <b>305</b> may be normalized and correspond to a health score. Health scores <b>311</b> are calculated based on respective voice and data network counts <b>311</b>.

0126If a health score <b>311</b> is below a threshold, the service center may be characterized as underperforming. Count <b>321</b> and health score <b>323</b> show that if a threshold is a health score of 70% or less, a voice and data network count of 5 may be associated with a health score of 70%. Thus, a service center with a voice and data network count of 5 may be characterized as underperforming. The threshold may be adjusted as appropriate.

0127<figref idref="DRAWINGS">FIG. 4</figref> shows other illustrative information that may be generated in accordance with principles of the invention. The information included in <figref idref="DRAWINGS">FIG. 4</figref> may be accessible and/or displayed via the dashboard.

0128A service center with a calculated health score that is below a threshold may be characterized as underperforming and placed on chronic list <b>401</b>. Service centers on chronic list <b>401</b> may represent service centers whose performance lags behind other service centers operated by the entity.

0129Chronic list <b>401</b> includes rows <b>441</b> and columns <b>443</b>. Rows <b>441</b> represent individual service centers that have been added to chronic list <b>401</b>. Columns <b>443</b> represent informational items associated with each service center in rows <b>441</b>.

0130For example, row <b>445</b> represents a service center in a particular state <b>423</b> and national region <b>425</b>. Each service center may be uniquely identified based on an organizational mailcode <b>419</b>. Mailcode <b>419</b> may associate a technology malfunction with the service center.

0131Each service center on chronic list <b>401</b> is associated with a health score below a threshold. Column <b>403</b> displays a date when the health score of the service center was first calculated to be below the threshold.

0132Column <b>407</b> displays a date when the health score will be recalculated. Column <b>407</b> may represent a date when it is anticipated that the service center will have been rehabilitated and a recalculated health score will be above the threshold.

0133Column <b>411</b> displays an amount of days between a current date and the date when the health score will be recalculated. An amount of time may be allocated to rehabilitate the service center. After the amount of time has elapsed, the health score may be recalculated. If the recalculated health score is above the threshold, the service center may be removed from the chronic list.

0134Column <b>411</b> may represent an amount of allocated time remaining to rehabilitate the service center before the service center's health score is recalculated.

0135Column <b>413</b> indicates whether a service center has previously been listed on the chronic list. If the service center has been previously listed, column <b>414</b> displays the last date the service center was on the chronic list.

0136Column <b>415</b> provides explanatory remarks. For example, in row <b>445</b>, column <b>415</b> explains that the service center has been on the chronic list previously and provides a reason why the service center was on the chronic list. As a further example, in row <b>447</b>, column <b>415</b> explains that the service center continues to be listed on chronic list <b>401</b> because it has not been rehabilitated despite being on the chronic list <b>401</b> for thirty days. Column <b>409</b> may indicate a total number of the days a service center has been on chronic list <b>401</b>.

0137Column <b>417</b> indicates a priority assigned to a service center on chronic list <b>401</b>. The priority may depend on the reason (in column <b>415</b>) the service center is included on chronic list <b>401</b>. For example, in row <b>445</b>, the service center is assigned a “critical” priority in column <b>417</b> because the service center has been included on chronic list <b>401</b> in the past, as noted in column <b>413</b>.

0138The priority listed in column <b>417</b> may correspond to resources allocated to rehabilitate the service center. A service center with a higher priority may be allocated additional resources within a shorter period of time than a service center with a lower priority.

0139Information included in chronic list <b>401</b> may be analyzed to identify trends among underperforming service centers. A trend may include identifying a geographic location that includes a higher percentage of underperforming service centers.

0140<figref idref="DRAWINGS">FIG. 5</figref> shows an illustrative display of metrics <b>530</b>. Metrics <b>530</b> may be accessible and/or displayed via the dashboard.

0141Metrics <b>530</b> may be based on characteristics of service centers on the chronic list (shown in <figref idref="DRAWINGS">FIG. 4</figref>). Metrics <b>530</b> may provide leverage to the entity in renegotiating existing contracts and/or forming new contracts. Metrics <b>530</b> may demonstrate to business partners of the entity a current state of underperforming service centers and progress made in reducing a number of underperforming service centers.

0142Column <b>501</b> shows a date. Each of rows <b>521</b> corresponds to a date in column <b>501</b>. As of a particular date, column <b>503</b> shows a percentage of service centers included in the chronic list (shown in <figref idref="DRAWINGS">FIG. 4</figref>). For example, the percentage may be calculated by dividing a number of service centers on the chronic list by a total number of service centers operated by the entity.

0143Column <b>505</b> shows average service center health scores. The average health scores may be calculated, for example, based on health scores of service centers operated by the entity that are characterized as underperforming and service centers operated by the entity that are performing properly.

0144Column <b>507</b> shows a number of service centers that are included in the chronic list as of the particular date in column <b>501</b>.

0145Column <b>509</b> shows numbers of service centers included in the chronic list that have been on the chronic list for a period of thirty days or more. Column <b>509</b> shows service centers that have been on the chronic list for thirty days or more. Service centers on the chronic list for a period of time may be assigned a higher priority and may be allocated additional resources to speed remediation.

0146Column <b>511</b> shows average amounts of time that corresponding service centers characterized as underperforming have spent on the chronic list. Column <b>513</b> shows numbers of new service centers that have been added to the chronic list compared to a prior date listed in column <b>501</b>.

0147Column <b>515</b> shows numbers of service centers that have been remediated after a date listed in column <b>501</b>. A remediated service center may qualify for removal from the chronic list.

0148Column <b>517</b> shows numbers of service centers that are now included in the chronic list and have been included in the chronic list once before. A service center that is a “repeat chronic” may indicate that the service center is plagued by technology malfunctions that cause the service center to be repeatedly characterized as underperforming. Resources may be allocated to investigate and correct technology malfunctions at the service center based on a characterization of the service center as a “repeat chronic.”

0149Column <b>519</b> shows rolling thirty day averages of technology malfunctions per service center. Each of the rolling averages may be calculated by (a) examining technology malfunction in a prior time period; (b) totaling all technology malfunctions that occur at all service centers operated by the entity; and (c) dividing by the total number of service centers. The time period may be thirty days or any suitable time period.

0150Metrics <b>530</b> are exemplary and any suitable or desired metrics may be included.

0151<figref idref="DRAWINGS">FIG. 6</figref> illustrates generic computing device <b>601</b> (alternatively referred to herein as a “server”) that may be used according to an embodiment of the invention. The computer server <b>601</b> may have a processor <b>603</b> for controlling overall operation of the server and its associated components, including RAM <b>605</b>, ROM <b>607</b>, input/output module <b>609</b>, and memory <b>615</b>.

0152I/O module <b>609</b> may include a microphone, keypad, touch screen, and/or stylus through which a user of device <b>601</b> may provide input, and may also include one or more of a speaker for providing audio output and a video display device for providing textual, audiovisual and/or graphical output. Software may be stored within memory <b>615</b> and/or storage to provide instructions to processor <b>603</b> for enabling server <b>601</b> to perform various functions. For example, memory <b>615</b> may store software used by server <b>601</b>, such as an operating system <b>617</b>, application programs <b>619</b>, and an associated database <b>611</b>. Alternatively, some or all of server <b>601</b> computer executable instructions may be embodied in hardware or firmware (not shown). Database <b>611</b> may provide centralized storage of intensity scores, incident counts, network counts, information included in a chronic list, technology malfunctions or other information utilized by apparatus and methods of the invention.

0153Server <b>601</b> may operate in a networked environment supporting connections to one or more remote computers, such as terminals <b>641</b> and <b>651</b>. Terminals <b>641</b> and <b>651</b> may be personal computers or servers that include many or all of the elements described above relative to server <b>601</b>. The network connections depicted in <figref idref="DRAWINGS">FIG. 6</figref> include a local area network (LAN) <b>625</b> and a wide area network (WAN) <b>629</b>, but may also include other networks. When used in a LAN networking environment, computer <b>601</b> is connected to LAN <b>625</b> through a network interface or adapter <b>613</b>. When used in a WAN networking environment, server <b>601</b> may include a modem <b>627</b> or other means for establishing communications over WAN <b>629</b>, such as Internet <b>631</b>. It will be appreciated that the network connections shown are illustrative and other means of establishing a communications link between the computers may be used. The existence of any of various well-known protocols such as TCP/IP, Ethernet, FTP, HTTP and the like is presumed, and the system can be operated in a client-server configuration to permit a user to retrieve web pages from a web-based server. Any of various conventional web browsers can be used to display and manipulate data on web pages.

0154Additionally, application program <b>619</b> used by server <b>601</b> according to an illustrative embodiment of the invention may include computer executable instructions for invoking user functionality related to communication, such as email, short message service (“SMS”), and voice input and speech recognition applications.

0155Computing device <b>601</b> and/or terminals <b>641</b> or <b>651</b> may also be mobile terminals including various other components, such as a battery, speaker, and antennas (not shown).

0156The invention may be operational with numerous other general purpose or special purpose computing system environments or configurations. Examples of well-known computing systems, environments, and/or configurations that may be suitable for use with the invention include, but are not limited to, personal computers, server computers, hand-held or laptop devices, mobile phones and/or other personal digital assistants (“PDAs”), multiprocessor systems, microprocessor-based systems, set top boxes, programmable consumer electronics, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like. In a distributed computing environment, devices that perform the same or similar function may be viewed as being part of a “module” even if the devices are separate (whether local or remote) from each other.

0157The invention may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules may include routines, programs, objects, components, data structures, etc., that perform particular tasks or store or process data structures, objects and other data types.

0158The invention may also be practiced in distributed computing environments where tasks are performed by separate (local or remote) processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

0159Thus, systems and methods for rehabilitation of an underperforming service center have been provided. Persons skilled in the art will appreciate that the present invention can be practiced by other than the described embodiments, which are presented for purposes of illustration rather than of limitation. The present invention is limited only by the claims that follow.