Browse Prior Art Database

A device to measure the efficiency and productivity of service operation and to estimate the workload or amount of service that is required for planned amount of the service or give workload respectively

IP.com Disclosure Number: IPCOM000013807D
Original Publication Date: 2001-Jun-01
Included in the Prior Art Database: 2003-Jun-18
Document File: 4 page(s) / 75K

Publishing Venue

IBM

Abstract

Patent Title: A device to measure the efficiency and productivity of service operation and to estimate the workload or amount of service that is required for planned amount of the service or give workload respectively Problem description: Workload to be spent to deliver service varies and is essentially not derived (calculated) from the defined service procedure, because the service operation is a human activity that includes mental activity such as communication and decision-making.

This text was extracted from a PDF file.
At least one non-text object (such as an image or picture) has been suppressed.
This is the abbreviated version, containing approximately 52% of the total text.

Page 1 of 4

  A device to measure the efficiency and productivity of service operation and to estimate the workload or amount of service that is required for planned amount of the service or give workload respectively

Patent Title:

A device to measure the efficiency and productivity of service operation and to estimate the workload or amount of service that is required for planned amount of the service or give workload respectively

Problem description:

Workload to be spent to deliver service varies and is essentially not derived (calculated) from the defined service procedure, because the service operation is a human activity that includes mental activity such as communication and decision-making.

A workload model is considered not usable if it is obtained totally through statistical analysis by averaging data points measured at multiple sites providing similar service product. The model may give the expectation workload value for a planned amount of service based on the statistical distribution, but does not explain the meaning of the model and of results that the model generates.

Problem formulation:

Figure-1 shows a conceptual diagram of a service system that provides a customer the requested service product upon request. This system consists of elements required to deliver the service, such as facility, machines, material, and human resource.

Figure-1 Conceptual Diagram of a Service System

The symbols W, N, A,α , and Z are the parameters of the workload size excluding the level of effort, the number of the logical operation, the service (product) type, the compression ratio, and productivity. One logical operation generates and delivers one service product from the system. Therefore N-number of the logical operations deliver N number of the service product. The parameter A is to indicate a service product type. The parameters describe the high level expression of the service system.

The next equation is believed to hold:

1

[This page contains 1 picture or other non-text object]

Page 2 of 4

(1) WaZN=×× , where a is a constant and axZ is the workload needed to do one logical operation.

It often happens that multiple logical operations are done as one operation when more requests of the service are presented. This is said that the logical operations are compressed. The ratio is given by the parameterα and the next equation holds:

×=×(2) WaZNα ,

where Nα gives the actual number of operations taken to deliver N services. axZ still gives the same workload to provide one operation. The parameters Z andα are determined through measuring the system.

It is noted that the logical operation may be decomposed into several internal sub-operations such that each sub-operation constructs a part of the servi...