Patent Grant
8738411
The present disclosure relates to the field of computers, and specifically to the use of computers in the field of service delivery. Still more particularly, the present disclosure relates to the use of computers in managing human resources used by service delivery systems.
A Service Delivery (SD) system offers a set of services to end-users. For example, an application service provider may offer services like application development, application maintenance, application testing, application integration, etc. Each service area may itself offer finer-grained services and be considered a SD system by itself, for example, application development service may consist of a first language application development service, a second language application development service, etc. A SD system may be characterized at any point of time by the distribution of resources over the various services that it offers. Over time, as market conditions change, an existing SD system may need to be transformed, by retiring some existing service areas and opening new ones, hiring new skills and training resources in new service areas.
A computer implemented method, system and/or computer program product optimizes a service delivery system. A processor receives a first set of inputs that describes a current state of a service delivery system and a second set of inputs that describes a cost overhead for the service delivery system. The processor then optimizes the service delivery system in order to derive an optimized service delivery system.
As will be appreciated by one skilled in the art, aspects of the present invention may be embodied as a system, method or computer program product. Accordingly, aspects of the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment (including firmware, resident software, micro-code, etc.) or an embodiment combining software and hardware aspects that may all generally be referred to herein as a “circuit,” “module” or “system.” Furthermore, aspects of the present invention may take the form of a computer program product embodied in one or more computer readable medium(s) having computer readable program code embodied thereon.
Any combination of one or more computer readable medium(s) may be utilized. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or Flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including, but not limited to, wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Computer program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C++ or the like and conventional procedural programming languages, such as the “C” programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the latter scenario, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet Service Provider).
Aspects of the present invention are described below with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the invention. It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer readable medium that can direct a computer, other programmable data processing apparatus, or other devices to function in a particular manner, such that the instructions stored in the computer readable medium produce an article of manufacture including instructions which implement the function/act specified in the flowchart and/or block diagram block or blocks.
The computer program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other devices to cause a series of operational steps to be performed on the computer, other programmable apparatus or other devices to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide processes for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks.
With reference now to the figures, and in particular to
Computer 102 includes a processing unit 104 that is coupled to a system bus 106. Processing unit 104 may utilize one or more processors, each of which has one or more processor cores. A video adapter 108, which drives/supports a display 110, is also coupled to system bus 106. System bus 106 is coupled via a bus bridge 112 to an input/output (I/O) bus 114. An I/O interface 116 is coupled to I/O bus 114. I/O interface 116 affords communication with various I/O devices, including a keyboard 118, a mouse 120, a media tray 122 (which may include storage devices such as CD-ROM drives, multi-media interfaces, etc.), a printer 124, and external USB port(s) 126. While the format of the ports connected to I/O interface 116 may be any known to those skilled in the art of computer architecture, in one embodiment some or all of these ports are universal serial bus (USB) ports.
As depicted, computer 102 is able to communicate with a software deploying server 150 using a network interface 130. Network 128 may be an external network such as the Internet, or an internal network such as an Ethernet or a virtual private network (VPN).
A hard drive interface 132 is also coupled to system bus 106. Hard drive interface 132 interfaces with a hard drive 134. In one embodiment, hard drive 134 populates a system memory 136, which is also coupled to system bus 106. System memory is defined as a lowest level of volatile memory in computer 102. This volatile memory includes additional higher levels of volatile memory (not shown), including, but not limited to, cache memory, registers and buffers. Data that populates system memory 136 includes computer 102′s operating system (OS) 138 and application programs 144.
OS 138 includes a shell 140, for providing transparent user access to resources such as application programs 144. Generally, shell 140 is a program that provides an interpreter and an interface between the user and the operating system. More specifically, shell 140 executes commands that are entered into a command line user interface or from a file. Thus, shell 140, also called a command processor, is generally the highest level of the operating system software hierarchy and serves as a command interpreter. The shell provides a system prompt, interprets commands entered by keyboard, mouse, or other user input media, and sends the interpreted command(s) to the appropriate lower levels of the operating system (e.g., a kernel 142) for processing. Note that while shell 140 is a text-based, line-oriented user interface, the present invention will equally well support other user interface modes, such as graphical, voice, gestural, etc.
As depicted, OS 138 also includes kernel 142, which includes lower levels of functionality for OS 138, including providing essential services required by other parts of OS 138 and application programs 144, including memory management, process and task management, disk management, and mouse and keyboard management.
Application programs 144 include a renderer, shown in exemplary manner as a browser 146. Browser 146 includes program modules and instructions enabling a world wide web (WWW) client (i.e., computer 102) to send and receive network messages to the Internet using hypertext transfer protocol (HTTP) messaging, thus enabling communication with software deploying server 150 and other computer systems.
Application programs 144 in computer 102′s system memory (as well as software deploying server 150′s system memory) also include a service delivery system optimization program (SDSOP) 148. SDSOP 148 includes code for implementing the processes described below, including those described in
The hardware elements depicted in computer 102 are not intended to be exhaustive, but rather are representative to highlight essential components required by the present invention. For instance, computer 102 may include alternate memory storage devices such as magnetic cassettes, digital versatile disks (DVDs), Bernoulli cartridges, and the like. These and other variations are intended to be within the spirit and scope of the present invention.
With reference now to
As described in block 206, the processor also receives a second set of inputs (again from databases 156 and 158 via their respective supervisory computers 152/154) that describes a cost overhead for the service delivery system. In one embodiment, this cost overhead includes, but is not limited to, salaries of the resources in each of the service areas, hiring and initial training costs associated with each skill level of resources in each of the service areas, and retraining costs associated with retraining skilled resources in one of the service areas to work in order to become retrained skilled resources in another of the service areas.
As described in block 208, an optimization logic (e.g., SDSOP 148 shown in
where n=a count of how many said service areas are in the service delivery system, and where vi=the first set of inputs for each of the service areas xi. This formula allows for each of the service areas to be evaluated as to their current conditions.
In one embodiment,
is subject to a constraint
where wi=a separate weight given to each input zi from the second set of inputs, and where C=a maximum user-defined acceptable cost overhead for the optimized service delivery system. This constraint ensures that each (and/or all) of the service areas meet the predefined requirements of the owner/manager of the service delivery system.
In one embodiment,
is also subject to a constraint
where ri is a number of resources in each of the service areas, and wherein T is a user-defined minimum number of resources to be maintained in each of the service areas regardless of any current workload. Thus, if any service area has too few human resources to make it viable, then that service area may be eliminated, even if this affects the service provider's ability to meet the conditions of a service level agreement with a customer. This lack of viability may be due to having too few personnel in a large workspace (thus wasting rent/utility overhead), having too few personnel to justify having a manager to oversee their work, etc.
In one embodiment, the optimized service delivery system is created by realigning resources from the service areas in an initial version of the service delivery system. That is, if one service area has too many personnel of a particular skill set that is needed in another service area, then these personnel may be transferred to the other service area in need of such skilled personnel.
As described in block 210, the optimized service delivery system is then deployed. In one embodiment, this optimized service delivery system includes a resource training plan that identifies which resources need to be trained and deployed to specific service areas in order to create the optimized service delivery system. For example, the optimization logic may determine that in order for the optimized service delivery system to be realized, new or existing personnel may need to be trained in order to arrive at the optimized service delivery system.
In one embodiment, the optimized service delivery system utilizes a hiring plan that identifies which resources need to be hired and deployed to specific service areas in order to create the optimized service delivery system. Thus, a decision may need to be made as to whether it is more effective (in cost, efficiency, etc.) to hire new personnel or to retrain existing personnel to meet the requirement of having certain skills levels in the personnel. This decision process may be performed by a processor, in response to determining that the retraining costs are lower than the hiring and initial training costs, evicting the hiring and initial training costs from the second set of inputs and re-executing the formula
under the constraint
in order to obtain a new optimal service delivery system.
In one embodiment, multiple candidate service delivery systems are generated by utilizing the formula
and the constraint
These multiple candidate service delivery systems are the result of ranges of values found in the first and second set of inputs described above. For example, assume that predefined acceptable revenue levels from the first set of inputs have a range of $1M to $2M. By inputting these different values into the formula
different candidate service delivery systems will result.
These multiple candidate service delivery systems are then ranked according to which candidate service delivery system best meets service requirements of a predefined service level agreement at a lowest price. That is, the optimization logic described above will rank various candidate service delivery systems according to 1) how well they meet certain performance criteria, and 2) how cost effective they are. These two criteria may be judged on a sliding scale, since 1) and 2) may be conflicting. The processor can then select a highest ranked candidate service delivery system as the optimized service delivery system to be deployed.
In one embodiment, the processor, in response to determining that none of multiple candidate service delivery systems are able to meet the constraint
will cancel the predefined service level agreement. Thus, if none of the candidate service delivery systems are able to make economic sense for the service delivery system's owner/manager to provide a service to a customer under a certain service level agreement, then that service level agreement may be abandoned before implementation, and/or cancelled if appropriate.
As described herein, a transformation of a service delivery system into an optimized service delivery system is based on careful trade-off analysis and scientific reasoning applied to a holistic view of the service delivery (SD) system, which existing enterprise resource planning (ERP) systems generally lack. That is, using existing ERP systems, changes are generally made based on limited analysis of system silos (e.g. individual service areas), which leads to inefficiencies in the overall SD system.
The system presented herein provides a comprehensive set of models and reasoning criteria that are employed by a service delivery transformation system (e.g., computer 102 shown in
In one embodiment, the optimization process utilizes an input model and a demand model.
Input Models:
Input models describe the SD system model. The SD system is modeled as a set of service areas sl, . . . , sn, in which each service area s employs a set of Np resources. A resource r employed in service area s may have skills in a set of other service areas S′. Each of the service areas S′ have a capacity c, which represents the number of resources working in service area s. Min(s) m represents the minimum number of resources needed for service area s to sustain the service.
The input model also incorporates resources costs. Each resource is employed for a specific primary service area s, and thereby earns a salary sal(s) over a time window W. While different resources may earn different salaries in the same service area based on their relative levels of expertise, in one embodiment of the present disclosure an average salary level is used to describe salaries. In order to train the resource in another service area s′, there is a training_cost(s,s′), which may include the cost of work disruption, personnel relocation costs, etc. In case a resource has expertise in multiple service areas, then the minimum training cost among all those areas may be considered. Thus, in order to hire a resource for service area s, there will be a hiring_cost(s), which includes the cost of advertising and posting job openings, screening applicants, etc.
Demand Model:
In one embodiment, an assumption is made that demand is captured over a time-window W in terms of a set of customer work orders (real or simulated), based on market inputs. Each work order is a set of tuples {C:<sl:N>, . . . <sm,Nm>}, where C is the customer name and <s:N> denotes that the work-order requires N resources from skill area s. A work order may consist of a single tuple, when the customer needs services from a single area. In one embodiment, a work order must be accepted/rejected in its entirety. With each work order W, there is a Revenue(R) which represents the revenue to be earned on completing W.
As described herein, optimizing a SD system is formulated as a problem in order to derive a new SD system configuration that maximize revenues while keeping costs <K. This optimization may be performed utilizing a variation of a knapsack problem, as described above with respect to block 208 in
In one embodiment of the present invention, at each point in the optimization process a subset of work-orders can be evaluated, in order to determine the aggregate required capacity across all the service areas for these work orders. This allows a fine granularity in identifying any capacity gap/glut given a current capacity. Thus, the capacity gap is adjusted by moving resources from the capacity glut areas to the capacity scarce areas. In one embodiment, training/retraining of existing personnel, either within or outside of the service area in need of specific skill sets, is performed first, since costs associated with such training/retraining are usually less than the hiring costs for such resources. If still more resources are needed by a service area and/or the entire service delivery system, then the gap will be bridged through hiring. Note that if there is a glut of resources having unneeded skills in any service area after these adjustments, then the glut is removed by realigning resources. The process described herein thus results in a new (optimized) configuration of the overall service delivery system. By utilizing this new configuration, the total costs can be calculated as the training costs+hiring costs+salary, whose total is then determined as a value that is less than K. If so, then the derived optimized service delivery system is deemed to be a feasible solution. Finally, from all the ranked feasible candidate solutions, the one that best meets the other optimization goals is selected.
Given the input model and optimization criteria described herein, the output of the methodology described will include: an optimized SD system with a new distribution of resources across service areas; a training plan that identifies which resources should be trained and deployed in which area; a retraining plan in which multi-skilled people, who may be easier (less costly) to train in new areas, will get preferred training; and a hiring plan that states how many resources to hire for a given skill area in a service.
Thus, in one embodiment the process described herein takes as input a set of model inputs that capture the current state of the SD system in terms of service areas and resource distribution, resources and their skills, resource salary, training and retraining cost models, and the demand model of work orders. A second set of inputs include a set of user-specified goals and criteria for optimizing the SD system in terms of maximizing revenue, cost constraints, resource constraints etc. A heuristic analysis, such as that described above, searches the SD system space and determine the trade-offs for each possible configuration. Outputs of the analysis produce a new and more optimized system, along with a resource training plan, and a resource hiring plan, relevant to the desired goals and constraints.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems that perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. As used herein, the singular forms “a”, “an” and “the” are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms “comprises” and/or “comprising,” when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.
The corresponding structures, materials, acts, and equivalents of all means or step plus function elements in the claims below are intended to include any structure, material, or act for performing the function in combination with other claimed elements as specifically claimed. The description of various embodiments of the present invention has been presented for purposes of illustration and description, but is not intended to be exhaustive or limited to the invention in the form disclosed. Many modifications and variations will be apparent to those of ordinary skill in the art without departing from the scope and spirit of the invention. The embodiment was chosen and described in order to best explain the principles of the invention and the practical application, and to enable others of ordinary skill in the art to understand the invention for various embodiments with various modifications as are suited to the particular use contemplated.
Note further that any methods described in the present disclosure may be implemented through the use of a VHDL (VHSIC Hardware Description Language) program and a VHDL chip. VHDL is an exemplary design-entry language for Field Programmable Gate Arrays (FPGAs), Application Specific Integrated Circuits (ASICs), and other similar electronic devices. Thus, any software-implemented method described herein may be emulated by a hardware-based VHDL program, which is then applied to a VHDL chip, such as a FPGA.
Having thus described embodiments of the invention of the present application in detail and by reference to illustrative embodiments thereof, it will be apparent that modifications and variations are possible without departing from the scope of the invention defined in the appended claims.
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| Number | Date | Country | |
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| 20120284076 A1 | Nov 2012 | US |
