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1. 发明授权

US5500795A Method and system for monitoring and controlling the performance of a call processing center 失效
标题翻译：呼叫处理中心的性能监控方法及系统
公开(公告)号：US5500795A
公开(公告)日：1996-03-19
申请号：US271228
申请日：1994-07-06
申请人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
发明人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
IPC分类号： G06Q10/06 , G06Q10/10 , G06Q99/00 , H04M3/36 , H04M3/51 , G06F17/60
CPC分类号： H04M3/51 , G06Q10/0639 , G06Q10/10 , G06Q99/00 , H04M3/36 , H04M3/5175
摘要： A method and system for generating performance data relating to the efficiency of an organization and including the steps of describing a plurality of performance variables associated with the organization. The performance variables describe measurable properties of the organization. The invention further maps each of the performance variables to a normalized performance variable mapping that has a neutral value and at least one inflection point of the performance variable within a normalized range of values. Each inflection point describes effects of the normalized performance variable in changing from a positive influence to a negative influence on the organization's efficiency. Then the invention assigns a weighting factor to each of the normalized performance variables to produce a plurality of weighted normalized performance variables. The method and system calculate the efficiency of the organization as a function of the plurality of weighted normalized performance variables. The method and system further include the use and maintenance of instruction tables for identifying interactions among the various performance variables.
摘要翻译：一种用于产生与组织的效率有关的性能数据的方法和系统，并且包括描述与组织相关联的多个性能变量的步骤。性能变量描述组织的可衡量属性。本发明还将每个性能变量映射到归一化的性能变量映射，该归一化性能变量映射具有在归一化值范围内的性能变量的中性值和至少一个拐点。每个拐点描述了归一化性能变量在从积极影响转变为对组织效率的负面影响的影响。然后，本发明为每个标准化的性能变量分配加权因子，以产生多个加权的归一化性能变量。该方法和系统根据多个加权归一化性能变量计算组织的效率。该方法和系统还包括使用和维护用于识别各种性能变量之间的交互的指令表。

2. 发明授权

US5684964A Method and system for monitoring and controlling the performance of an organization 失效
标题翻译：监控和控制组织绩效的方法和系统
公开(公告)号：US5684964A
公开(公告)日：1997-11-04
申请号：US610550
申请日：1996-03-06
申请人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
发明人： Michael C. Powers , Greg A. Bliss , Shioupyn Shen
IPC分类号： G06Q10/06 , G06Q10/10 , H04M3/36 , H04M3/51 , G06F17/60
CPC分类号： G06Q10/10 , G06Q10/06375 , G06Q10/0639 , G06Q10/06398 , H04M3/36 , H04M3/51 , H04M3/5175
摘要： A method and system generate performance data relating to the efficiency of an organization and include the steps of and instructions for describing a plurality of performance variables associated with the organization. The performance variables describe measurable properties of the organization. The invention further maps each of the performance variables to a normalized performance variable mapping that has a neutral value and at least one inflection point of the performance variable within a normalized range of values. Each inflection point describes effects of the normalized performance variable in changing from a positive influence to a negative influence on the organization's efficiency. Then the invention assigns a weighting factor to each of the normalized performance variables to produce a plurality of weighted normalized performance variables. The method and system calculate the efficiency of the organization as a function of the plurality of weighted normalized performance variables. The method and system further include the use and maintenance of instruction tables for identifying interactions among the various performance variables.
摘要翻译：一种方法和系统产生与组织的效率相关的性能数据，并且包括用于描述与组织相关联的多个性能变量的步骤和指令。性能变量描述组织的可衡量属性。本发明还将每个性能变量映射到归一化的性能变量映射，该归一化性能变量映射具有在归一化值范围内的性能变量的中性值和至少一个拐点。每个拐点描述了归一化性能变量在从积极影响转变为对组织效率的负面影响的影响。然后，本发明为每个标准化的性能变量分配加权因子，以产生多个加权的归一化性能变量。该方法和系统根据多个加权归一化性能变量计算组织的效率。该方法和系统还包括使用和维护用于识别各种性能变量之间的交互的指令表。

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