Browse Prior Art Database

TouchPoint Modeling System And Method Disclosure Number: IPCOM000204394D
Publication Date: 2011-Feb-23
Document File: 6 page(s) / 58K

Publishing Venue

The Prior Art Database


Disclosed is the Client TouchPoint Modeling (CTM) Application, a system and method by which service system entities can identify touchpoints between themselves and the client and better understand their impact on service quality, as well as identify opportunities for service improvement.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 23% of the total text.

Page 01 of 6

TouchPoint Modeling System And Method

Business-to-Business (B2B) service delivery teams are composed of individuals who have specific roles and interact with other individuals (also with specific roles) in the client organization. Over the course of delivering a complex IT service this can involve hundreds, sometimes thousands, of people over periods of months or years. These interactions are an integral part of perceptions of service quality. A comprehensive view of the different types of occasions in which service delivery team members interact with the client would thus be useful. This view or map would (1) help each service delivery team member to understand how their actions have an impact on service quality, and
(2) help management measure and improve service quality as it pertains to interaction between client and provider.

No known tools exist that enable service providers to meet goals (1) and (2) above. The closest prior art found is U.S. patent application 2003/0120533 A1, which primarily focuses on determining the priority of projects based upon an inventory of touchpoints
(i.e., points of contact, customer contact points, etc.) with a goal of automating by "webifying" rather than improving service quality.

The concept of touchpoints is not new. Touchpoint analysis and touchpoint management are found in customer relationship management (CRM), branding, and general marketing arenas. However, touchpoints in these arenas typically mean the media and departments that contact the customer, not the individuals who assume particular roles and who interact with other individuals, which is at the heart of the method and system proposed here. Relationship maps used by engagement or management teams help identify specific person-to-person relations, but lack a framework for building a robust, comprehensive view of a service delivery teams' client touchpoints.

The disclosed solution is the Client TouchPoint Modeling (CTM) Application. This is an approach which provides a way for service system entities to:
1. Identify and describe touchpoints between the service provider and the client
2. Increase awareness of the range of interactions
3. Identify relationships between touchpoints (e.g., when the output of one touchpoint becomes the input to another)

4. Identify similar touchpoints by pattern matching names of touchpoints which are then automatically flagged for reconciliation into one named touchpoint

5. Filter and visualize touchpoints according to dimensions of touchpoints (e.g., search and display all touchpoints in which specific entities participate)

6. Evaluate and assess touchpoints individually and as an ensemble

The CTM enables individuals with differing roles in a service system to identify, describe, and map their recurring interactions (touchpoints) onto a structured framework (touchpoint map). Individual touchpoint maps are aggregated to create a service system touchpoint map. Participants in a service system are able...