US 8,478,634 B2Granted

Rehabilitation of underperforming service centers

AssigneeBank of America Corporation

InventorsStrand M. Hoagland, Nathan Dent, Thomas R. Pepera, II, Pamela M. Ferrell, Richard L. Fitzgerald

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Abstract

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

Claims16

Dependent claims

One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for characterizing a service center as underperforming, the method comprising:

calculating, by the processor, an intensity score based on a first number of service center technology malfunctions, each of the technology malfunctions associated with a first category of technology malfunctions, said first category associated with a first value, wherein for service center SCS and first category Categoryk, the intensity score ISi is determined by the equation:
ISj,k=Valuek*L(j,k),
wherein:
Valuek is the first value, associated with Categoryk;
and
L(j,k) is a number of the technology malfunctions associated with service center SCj and Categoryk;
calculating, by the processor, an incident score based on a second number of service center technology malfunctions, each associated with one of a plurality of categories, said plurality of categories comprising at least one category associated with a network technology malfunction and at least one category associated with a non-network technology malfunction, wherein for service center SCj, plurality of categories Categoryk|∀k=1, 2, 3 . . . K, and total number of technology malfunctions TNTMj, the incident score is determined by the equation:
ISj,k=Valuek* L(j,k),
wherein:
L(j,k) is the number of technology malfunctions associated with service center SCj and Categoryk,
k=1, 2, 3 . . . K is an index number corresponding to one of the categories included in the plurality of categories Categoryk|∀k=1, 2, 3 . . . K;
and
the incident score corresponds to TNTMj;
and
calculating, by the processor, a network count based on a third number of service center technology malfunctions, each of the technology malfunctions associated with a second category, said second category corresponding to a network technology malfunction;
calculating a health score wherein the health score is one of:
a normalized intensity score, wherein the normalized intensity score is based on the intensity score;
a normalized incident score, wherein the normalized incident score is based on the incident score;
and
a normalized network count, wherein the normalized network count is based on the network count;
comparing the health score to a threshold;
and
if the health score is below the threshold, characterizing the service center as underperforming.

20 more elements

A system for characterizing a service center as underperforming, the system comprising:

a processor configured to:
calculate a health score;
compare the health score to a threshold score;
and
if the health score is below the threshold score, characterize the service center as underperforming;
and
a transmitter device, configured to transmit based on the health score, a characterization of the service center as underperforming;
wherein the processor is configured to calculate:
an intensity score based on a first number of service center technology malfunctions, each of the technology malfunctions associated with a first category of technology malfunctions, said first category associated with a first value, wherein for service center SCj and first category Categoryk, the intensity score ISj,k is determined by the equation:
ISj,k=Valuek*L(j,k),
wherein:
Valuek is the first value, associated with Categoryk;
and
L(j,k) is the number of technology malfunctions associated with service center SCj and Categoryk;
an incident score based on a second number of service center technology malfunctions, each associated with one of a plurality of categories, said plurality of categories comprising at least one category associated with a network technology malfunction and at least one category associated with a non-network technology malfunction, wherein for service center SCj, plurality of categories Categoryk|∀k=1, 2, 3 . . . K, and total number of technology malfunctions TNTMj, the incident score is determined by the equation:
TNTM
j
=
∑
k
=
1
K
⁢
L
⁡
(
j
,
k
)
wherein:
L(j,k) is the number of technology malfunctions associated with service center SCj and Categoryk,
k=1, 2, 3 . . . K is an index number corresponding to one of the categories included in the plurality of categories Categoryk|∀k=1, 2, 3 . . . K;
and
the incident score corresponds to TNTMj;
and
a network count based on a third number of service center technology malfunctions, each of the technology malfunctions associated with a second category, said second category corresponding to a network technology malfunction;
wherein:
the health score is one of:
a normalized intensity score, wherein the normalized intensity score is based on the intensity score;
a normalized incident score wherein the normalized incident score is based on the incident score;
and
a normalized network count wherein the normalized network count is based on the network count.

41 more elements

Dependencies are inferred from the claim text.