Operational reliability index for the knowledge management system

A computer program product for a knowledge management system, 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 determining, through the use of a processor, a plurality of categories and associated predictability factors from a plurality of management areas based on an analysis of where failed customer interactions occurred;
• an executable portion configured for receiving, through the use of the processor, reliability data associated with the predictability factors related to a business application, wherein the processor is operatively coupled to the computer-readable program code, a user interface, a memory device, and a communication device;
• an executable portion configured for determining, through the use of the processor, predictability factor reliability scores for each of the one or more predictability factors based on the reliability data, wherein predictability factor reliability scores are metrics indicating failed customer interactions between a financial institution and customers that have occurred through applications, sub-channels, and channels that the financial institution uses to interact with the customers,
• an executable portion configured for assigning, through the use of a processor, a sub-category weighted value for each of the predictability factors, based on a historical analysis of how each of the predictability factors contributed to causing the failed customer interaction to occur;
• an executable portion configured for determining, through the use of the processor, a category reliability score for the categories associated with the predictability factors, wherein the category reliability score is based on the determined predictability factor reliability scores and the sub-category weighted value;
• an executable portion configured for receiving, through the use of the processor, a category weighted value for each of one or more categories associated with the predictability factors, wherein the category weighted value provides for how the predictability factors contributed to a reliability of a category in relation to a business application, a sub-channel, or a channel level;
• an executable portion configured for determining, through the use of the processor, an application reliability score for business applications associated with the predictability factors, wherein the business application reliability score is based on the category reliability scores and the category weighted value;
• an executable portion configured for receiving, through the use of the processor, a business application weighted value for each of the one or more applications associated with the predictability factors, wherein the business application weighted value provides for how the predictability factors contributed to a reliability of the business application in relation to the sub-channel or the channel level;
• an executable portion configured for determining a sub-channel reliability score for sub-channels associated with each of the predictability factors, wherein the sub-channel reliability score is based on the determined application reliability scores and the business application weighted value;
• an executable portion configured for receiving, through the use of the processor, a sub-channel weighted value for each of one or more sub-channels associated with the predictability factors, wherein the sub-channel weighted value provides for how the predictability factors contributed to a reliability of a sub-channel in relation to the channel level;
• an executable portion configured for determining a channel reliability score for channels associated with each of the predictability factors, wherein the channel reliability score is based on the determined sub-channel reliability scores and the sub-channel weighted value,
• wherein the application reliability score, the sub-channel reliability score, and the channel reliability score illustrate the reliability based on the failed customer interactions that have occurred between the financial institution and the customers;
• and
• wherein a user of the operational reliability index scoring within the knowledge management system determines each of the predictability factors and associated sub-category weighting value for each of the predictability factors that contribute to determining the reliability of each of the channel, sub-channel, application, and category within the financial institution, such that the user implements changes within the financial institution to improve the predictability factor reliability scores.

A system for operational reliability index scoring with a knowledge management system, said system comprising:

• a user interface;
• a memory device;
• a communication device;
• and
• a processor operatively coupled to the communication device, user interface, and the memory device, and configured to execute a computer-readable program code to:
• receive reliability data associated with one or more predictability factors related to a business application, wherein the reliability data includes receiving answers to one or more predictability factor questions related to the business application and converting the answers received to each of the one or more predictability factor questions into scores, wherein the one or more predictability factors are metrics related to failed customer interactions between a financial institution and customers that have occurred through applications, sub-channels, and channels that the financial institution uses to interact with the customers;
• determine a plurality of categories from a plurality of management areas based on an analysis of where failed customer interactions occurred;
• assign a predictability factor weighting value for each of the one or more predictability factors based on a historical analysis of how each of the predictability factors contributed to causing the failed customer interaction to occur, wherein the predictability factor weighting value signifies reliability importance of the predictability factor in relation to the associated plurality of categories;
• determine predictability factor reliability scores for each of the one or more predictability factors based on the reliability data and the predictability factor weighting value;
• receive a category weighting value for each of the plurality of categories, wherein the category weighting value signifies reliability importance of the category in relation to at least one of associated business applications, associated business sub-channels or associated business channels;
• receive an application weighting value for each of one or more applications, wherein the application weighting value signifies reliability importance of the application in relation to at least one of associated business sub-channels or associated business channels;
• receive a business sub-channel weighting value for each of one or more business sub-channels, wherein the business sub-channel weighting value signifies reliability importance of the business sub-channel in relation to associated business channels;
• and
• determine a category reliability score based on the determined predictability factor reliability scores and the category weighting value, an application reliability score based at on the category reliability score and the application weighting value, a business sub-channel reliability score based on the application reliability scores and the business sub-channel weighting value, and a business channel score based on the business subchannel reliability scores and a channel weighted value;
• wherein the application reliability score, the sub-channel reliability score, and the channel reliability score illustrate the reliability based on the failed customer interactions that have occurred between a financial institution and customers;
• and
• wherein a user of the operational reliability index scoring within the knowledge management system determines each of the predictability factors and associated predictability factor weighting value for each of the predictability factors that contribute to determining a reliability of each of the channel, sub-channel, application, and category within the financial institution, such that the user implements changes within the financial institution to improve the predictability factor reliability scores.

A computer program product for a knowledge management system, 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:

• a first executable portion configured for receiving, through the use of a processor, reliability data associated with one or more predictability factors related to a business application, wherein the reliability data includes receiving answers to one or more predictability factor questions related to the business application, and converting the answers received to one or more predictability factor questions into scores, wherein the one or more predictability factors are metrics related to failed customer interactions between a financial institution and customers that have occurred through applications, sub-channels, and channels that the financial institution uses to interact with the customers;
• and wherein the processor is operatively coupled to the computer-readable program code, a user interface, a memory device, and a communication device;
• a second executable portion configured for determining a plurality of categories from a plurality of management areas based on an analysis of where failed customer interactions occurred;
• a third executable portion configured for assigning, through the use of the processor, a predictability factor weighting value for each of the one or more predictability factors based on a historical analysis of how each of the predictability factors contributed to causing the failed customer interaction to occur, wherein the predictability factor weighting value signifies reliability importance of the predictability factor in relation to the associated plurality of categories;
• a fourth executable portion configured for determining predictability factor reliability scores for each of the one or more predictability factors based on the reliability data and the predictability factor weighting value;
• a fifth executable portion configured for receiving a category weighting value for each of the plurality of categories, wherein the category weighting factor signifies reliability importance of the category in relation to at least one of associated business applications, associated sub-channels or associated business channels, receiving an application weighting value for each of one or more applications, wherein the application weighting factor signifies reliability importance of the application in relation to at least one of associated sub-channels or associated business channels, receiving a sub-channel weighting value for each of one or more sub-channels, wherein the sub-channel weighting factor signifies reliability importance of the sub-channel in relation to associated business channels;
• and
• a sixth executable portion configured for determining, through the use of the processor, a category reliability score based on the determined predictability factor reliability scores and the category weighting value, an application reliability score based at on the category reliability scores and the application weighting value, a sub-channel reliability score based on the determined application reliability scores and the sub-channel weighting value, and a business channel score based on the determined sub-channel reliability scores and a channel weighted value,
• wherein the application reliability score, the sub-channel reliability score, and the channel reliability score illustrate the reliability based on the failed customer interactions that have occurred between the financial institution and the customers;
• and
• wherein a user of the operational reliability index scoring within the knowledge management system determines each of the predictability factors and associated predictability factor weighting value for each of the predictability factors that contribute to determining a reliability of each of the channel, sub-channel, application, and category within the financial institution, such that the user implements changes within the financial institution to improve the predictability factor reliability scores.