US 2016/0078381 A1Published application

Capacity management framework

AssigneeBank of America Corporation

InventorMichael D. Brownstein

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Abstract

Embodiments of the present invention provide apparatuses and methods for a capacity management tool that provides an end-to-end view of where a business process has come from, where the business process currently stands, and where the business process is going on an overall basis and a function-by-function basis within the business process. The capacity management tool of the present invention may be useful in many processes, including but not limited to processing different request volumes within a business for determining staffing levels for each function within the process as the request volumes change based on seasonal adjustments, time of day adjustments, events, staffing level changes, technology implementations, or the like. The capacity management tool can be sent to clients for various purposes, such as determining staffing levels when starting a new process, bringing a third party process within the business, sending a process to a third-party, or the like.

Claims20

Dependent claims

A system for managing capacity of a process within a business based on historical capacity and forecasting future capacity using full-time employee (FTE) values, the system comprising:

one or more memory devices;
and
one or more processing devices operatively coupled to the one or more memory devices, wherein the one or more processing devices are configured to execute computer-readable program code to:
receive inputs for a plurality of functions within a process;
receive inputs for a number of requests associated with each of the plurality of functions within the process for at least a past time period and at least a future time period;
receive inputs for an average handle time for a single request for each of the plurality of functions within the process for at least the past time period and at least the future time period;
receive at least one non-production time percent estimate for the plurality of functions within the process for at least the past time period and at least the future time period;
receive at least one average available production time for the plurality of functions within the process for at least the past time period and at least the future time period;
receive at least one actual production FTE value for the plurality of functions within the process for at least the past time period and at least the future time period;
determine a required FTE value for each of the plurality of functions within the process for at least the past time period and at least the future time period, wherein the required FTE value for each of the plurality of functions is determined using the number of requests, the average handle time, the at least one non-production time percent estimate, the at least one average available production time, and the at least one actual production FTE;
and
provide the required full-time employee value for each of the plurality of functions within the process for at least the past time period and at least the future time period to a user.

9 more elements

A computer program product for managing capacity of a process within a business based on historical capacity and forecasting future capacity using full-time employee (FTE) values, the computer program product comprising at least one non-transitory computer-readable medium having computer-readable program code portions embodied therein, the computer-readable program code portions comprising:

an executable portion configured for receiving inputs for a plurality of functions within a process;
an executable portion configured for receiving inputs for a number of requests associated with each of the plurality of functions within the process for at least a past time period and at least a future time period;
an executable portion configured for receiving inputs for an average handle time for a single request for each of the plurality of functions within the process for at least the past time period and at least the future time period;
an executable portion configured for receiving at least one non-production time percent estimate for the plurality of functions within the process for at least the past time period and at least the future time period;
an executable portion configured for receiving at least one average available production time for the plurality of functions within the process for at least the past time period and at least the future time period;
an executable portion configured for receiving at least one actual production FTE value for the plurality of functions within the process for at least the past time period and at least the future time period;
an executable portion configured for determining a required FTE value for each of the plurality of functions within the process for at least the past time period and at least the future time period, wherein the required FTE value for each of the plurality of functions is determined using the number of requests, the average handle time, the at least one non-production time percent estimate, the at least one average available production time, and the at least one actual production FTE;
and
an executable portion configured for providing the required full-time employee value for each of the plurality of functions within the process for at least the past time period and at least the future time period to a user.

6 more elements

A method for managing capacity of a process within a business based on historical capacity and forecasting future capacity using full-time employee (FTE) values, the method comprising:

receiving, by a processing device, inputs for a plurality of functions within a process;
receiving, by a processing device, inputs for a number of requests associated with each of the plurality of functions within the process for at least a past time period and at least a future time period;
receiving, by a processing device, inputs for an average handle time for a single request for each of the plurality of functions within the process for at least the past time period and at least the future time period;
receiving, by a processing device, at least one non-production time percent estimate for the plurality of functions within the process for at least the past time period and at least the future time period;
receiving, by a processing device, at least one average available production time for the plurality of functions within the process for at least the past time period and at least the future time period;
receiving, by a processing device, at least one actual production FTE value for the plurality of functions within the process for at least the past time period and at least the future time period;
determining, by a processing device, a required FTE value for each of the plurality of functions within the process for at least the past time period and at least the future time period, wherein the required FTE value for each of the plurality of functions is determined using the number of requests, the average handle time, the at least one non-production time percent estimate, the at least one average available production time, and the at least one actual production FTE;
and
providing, by a processing device, the required full-time employee value for each of the plurality of functions within the process for at least the past time period and at least the future time period to a user.

6 more elements

Dependencies are inferred from the claim text.