Measuring product consumability
AssigneeInternational Business Machines Corporation
InventorsLucio Bortolotti, Agostino Colussi, Virginia D. Hill, Peter H. Sohn, Scott A. Will
Life of this patent
Estimating the term…
Abstract
Product consumability can be measured by recording customer interaction with customer support mechanisms and mapping the resulting data into consumability characteristics. The consumability characteristics correspond to specific customer experiences with various features and processes throughout the product lifecycle. Through an examination of data mapped into the various consumability characteristics, the vendor or manufacturer can focus on improving features or processes associated with the product.
Claims20
A method for analyzing a product's consumability comprising:
- gathering a plurality of customer service records, said customer service records containing customer service data;
- mapping said customer service records into a plurality of consumability characteristics;
- and
- generating a description of a distribution of said customer service records among said plurality of consumability characteristics.
A computer program product for analyzing a product's consumability, the computer program product comprising:
- a computer usable medium having computer usable program code embodied therewith, the computer usable program code comprising:
- computer usable program code configured to aggregate customer service records, said customer service records containing customer service data, said customer service data containing a plurality of data fields, said plurality of data fields containing a selected entry from a predetermined set of entries, said selected entry being selected by a customer service person during an interaction between a customer and said customer service person;
- computer usable program code configured to map said customer service records into a plurality of consumability characteristics including market drivers, consumability attributes and consumability criteria;
- said map being based on at least one sets of rules, said at least one sets of rules being applied to said selected entries within said plurality of data fields, said map categorizing each of said customer service records into a single consumability attribute and a single consumability criterion;
- and
- computer usable program code configured to generate a description of a distribution of said customer service records among said plurality of consumability characteristics.
A system for analyzing consumability of a product comprising:
- a collection of customer service records, said customer service records being related to a product;
- a first mapping, said first mapping categorizing said customer service records into consumability attributes;
- a second mapping, said second mapping categorizing said customer service records contained within each of said consumability into consumability criteria;
- and
- a visual display, said visual display representing a description of a distribution of said customer support records within said consumability characteristics.
Dependencies are inferred from the claim text.