Complete Request Turnaround Process
Original Publication Date: 2004-Jan-09
Included in the Prior Art Database: 2004-Jan-09
Disclosed is the Complete Request Turnaround invention for a Lotus Notes database (db). The invention is easily installable in any Lotus Notes db with Lotus Notes Clients equal to or greater than 5.x.x. There are two business problem solved by the invention. One business problem was how to generically analyze turnaround time for processing customer requests? The second business problem was how to display a generic report to upper-management in easy repeatable process? Both business problems are solved by the invention using a generic set of Lotus Notes Objects and LotusScript Codes.
Complete Request Turnaround Process
In order for the invention to work, a Lotus Notes db must have a business profile document (Lotus Notes Object) that captures a support organization's time of business. The time of business have four components. The first component is operation time. The operation time is defined by two time variables or fields. The first field is the Start time, like 8:00AM. The second field is End time, like 5:00 PM. Both fields represent the time of regular business hours for the customer support organization of 8:00 AM (Start time) through 5:00 PM (End time). The second component is standard time. For example, IBM headquarters in Armonk, New York business standard time is Eastern Time or 5 hours behind Greenwich Mean Time. The third component is a list of holidays. Two examples of holidays for IBM United States are Christmas Day, December 25th, and Independence Day, July 4th. The last component is recognition of Sunday and/or Saturday day(s) off. Both Sunday and Saturday has their own respective checkbox. If either checkbox is selected for Sunday or Saturday then their respective day will not be recognized by the db. Another part of the invention is the request form or document (Lotus Notes Object). The request document must have two date time fields. The first field must represent when a customer submitted a request for service or RequestDate. The second field must represent when the customer support organization completed the request or CompleteDate. Both date fields must have these components to be evaluated properly: month, day, year, time, and time zone.
The third part of the invention is the complete evaluation process (LotusScript Code). The Complete Evaluation procedure (written in LotusScript Code) evaluates the request document's RequestDate and CompleteDate fields against the time of business in the profile document (Lotus Notes Object). The Complete Evaluation procedure performs the following logic against a request document: Adjust the time zone of the request document's RequestDate and CompleteDate to the business profile document's standard time (See first paragraph); Get the total business seconds to complete a request document by evaluating each day that is equal or between the RequestDate and CompleteDate of the request document. Each day will be evaluated by the Day Algorithm logic (See next paragraph.); Set the request document's Business Complete Days field to equal the total business seconds divided by the total number of seconds between the business's Start and End times (See next paragraph.).
The Day Algorithm Logic in depth. The day(s) in or between the request document's RequestDate and CompleteDate will be evaluated. The RequestDate is a day when the request document was submitted. For example if a request was submitted 10-31-2003 10:00 AM ET, then the first evaluation or request day is Friday, request time is 10:00 AM. If a request has a CompleteDate of 11-05-2003 12:00 PM ET, the...