Automated tool set for improving operations in an ecommerce business
US 20030212583A1
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2003/0212583 A1 (43) Pub. Date:
Perras, JR. et al. (54) AUTOMATED TOOL SET FOR IMPROVING OPERATIONS IN AN ECOMMERCE BUSINESS
(76) Inventors: Francis A. Perras JR., Wayne, PA (US); Christine A. Eberle, Reston, VA
(US); Andrew Hamilton, Washington, DC (US) Correspondence Address: ACCENTURE C/O MORRISON & FOERSTER
Us. 01. ................................................................ .. 705/7
(57)
ABSTRACT
The present invention provides a system of automated data driven tools Which are integrated to provide an orderly and efficient set of concrete, speci?c and useful plans to help
companies attain organizational and operational excellence.
755 PAGE MILL ROAD
A system is disclosed Which includes a set of ePerformance
PALO ALTO, CA 94304 (US)
metric development tools, a set of BestPeople tools for force planning and analysis, With a companion set of eLearning
(21) Appl- N05 _
09/ 916,132
tools to provide strategic employee development assistance
Jul' 25’ 2001
measurement, metric comparisons, and plans development.
Publication Classi?cation
An exemplary preferred embodiment is described Which
_
and a set of eJourney management tools to assist in self
(22) Flled'
(51)
(52)
NOV. 13, 2003
Int. Cl.7 ................................................... .. G06F 17/60
400
teaches a neW and unique Workforce transformation system to illustrate a concrete speci?c implementation result.
401
403
ePerformance
BestPeople
mols
tools
405
409
managglrznl
eLeam'ng
‘00's
tools
405
411
eJou
.
Patent Application Publication Nov. 13, 2003 Sheet 1 0f 35
US 2003/0212583 A1
100 TYPICAL INTERNET NETWORK CONFIGURATION
BRANCH OFFICE
,
105
101\ 106\
GATEWAY/TUNNEL SERVER
103)
108
CLIENTS INTERNET
104
107 109
GATEWAY/TUNNEL SERVER 11
/111
If
I
112 \
SERVER I
SERVER 2
114
SERVER 3
"115
118
116
-I FIG. 1
‘-/ LOCAL CLIENTS
Patent Application Publication Nov. 13, 2003 Sheet 2 0f 35
DISPLAY
US 2003/0212583 A1
213
J A
201\ 203 \ 226 \
: a‘
no AJQ
KEYBOARD
OTHER UNITS
215 ‘J
=
4
CPU
CD-ROM DRIVE
291
M
225 \
217 J
OTHER
UNiTS
CD ROM
219
MEMORY ZQQ
L
\
‘ PROGRAM ‘ '221
V
211\ FLAsiggfgAoRY
FIG. 2
STORAGE
Patent Application Publication Nov. 13, 2003 Sheet 3 0f 35
US 2003/0212583 A1
8329%m
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mm Dgm a5m2;3
cozmyvtg
cowmuvtg
“UB2NE-Q0U
Patent Application Publication Nov. 13, 2003 Sheet 4 0f 35
400
US 2003/0212583 A1
401
403
ePelformance
Best people
‘°°'$
tools
405
409
FIGURE 4
Patent Application Publication Nov. 13, 2003 Sheet 5 0f 35
5o0
US 2003/0212583 A1
( Pmieq >_501 start
meet with 03 customer/client j de?ne base
parameters and context
1
identify key melrics data sources
analysis methods report lonnats
51 3
mm
use ePer rmance culled data
analyze data
update metrics
\_/._\
51p
509
I
Special Analysis -Best People tools
-
Analysis reports
-eLearning tools
-
-reports
0 521 l
.
41 1
shie?srizms management tools
“ports
FIGURE 5
' Training
Guides
0
Patent Application Publication Nov. 13, 2003 Sheet 6 0f 35
US 2003/0212583 A1
600
ePerformance Metricsfor Clicks & Clicks Transformation
gH M
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Ed
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FIGURE 6
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e?
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611
Patent Application Publication Nov. 13, 2003 Sheet 7 0f 35
gwmanxw.
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5“Eu.m20no3EwQ
US 2003/0212583 A1
Patent Application Publication Nov. 13, 2003 Sheet 8 0f 35
FIGURE 8
US 2003/0212583 A1
Patent Application Publication Nov. 13, 2003 Sheet 9 0f 35
a Drcpiuyinernlcerdl l iMicaxqsorf‘k fnlerflgt Expimer V
W ‘ ‘
US 2003/0212583 A1
‘
expressili 1 update pa'o?ée vér?ua! sunshine
imwtzé
FEBRUARY, 2001 RESULTS Click to view scorecard information:
How .ady- is the {PM for upc arming com-prawns?‘ term for upcoming cm1\.-'ersicms?
FIGURE 9
Patent Application Publication Nov. 13, 2003 Sheet 10 0f 35
US 2003/0212583 A1
Executive Scorecard
FEBRUARY,2001 RESULTS Click to view scorecard information:
Program Management/ Financial-1001 0 How many accounts have been converted? OWhat is the expected budget spent to date, versus actual incurred cost
and percent work complete?
Capability Development-1 003 0 How ready is the ?eld for upcoming conversions? 0 How ready is the system for upcoming conversions?
Capabilitv Deployment - 1005 OAre we deploying the system as efficiently as possible, while minimizing disruption to the ?eld? OAre constituents satis?ed?
Business impact . 1007 OAre we realizing signi?cant business bene?ts?
issues - 1 009 0 What are the top issues?
FIGURE 10
1000
Patent Application Publication Nov. 13, 2003 Sheet 11 0f 35
US 2003/0212583 A1
I PM IFinancial Metrics
How many accounts have
Percent BTNs Converted in MDVW
been converted? \ 110] STATUS: GREEN
\1103
/1105
What is the expected
budget spent to date, versus actual incurred
cost and percent work
complete? STATUS: YELLOW
\1107 {Capability Development! Capability Deployment | Business Impact | Issues]
FIGURE 11
Patent Application Publication Nov. 13, 2003 Sheet 12 0f 35
US 2003/0212583 A1
I Capability Development ‘
/1 20}
How ready is the ?eld for upcoming conversions? 1209
BU1
8U2
BU3
North
North
North
GOAL
7° Sup‘gffé:
<X%
<X%
<X%
100%
% Reps Trained
<X%
<X%
<X%
100%
‘tc‘?‘jggj
TBD
TBD
TBD
100%
_
__
sums; GREEN / 1203
120s\
How ready is the system for upcoming conversions? s‘rA'rus: GREEN ._ 1207
1 211 --——-au1
suz
BU3
North
North
North
GOAL
% Accounts Clean
T BD
TBD
TBD
NIA
% so Error.’ ‘oilo’O
TBD
TBD
TBD
99%
% Requirements Met
TBD
TBD
TBD
100%
GO
GO
GO
G0 I NO GO
[PM/Financial Metrics l Capability Deployment l Business lmpact | Issues]
FIGURE 12
Patent Application Publication Nov. 13, 2003 Sheet 13 0f 35
US 2003/0212583 A1
I Capability Deployment Are we deploying the system as ef?ciently as possible, while-1301 minimizing disruption to the field?
STATUS: GREEN 1303
am South
BUZ North
South
BU3 North
South
North
Conversion Success Rate
_—1305
——-—-*- 1307 XX%
N/A
XX%
NIA
XX%
NIA
High
N/A
High
NIA
High
N/A
Low
NIA
Low
N/A
Low
NIA
IT Adherence
tgownjgggg Schedule
Morning-After
Rem‘g‘g'gj Call Centers
Post-Conversion Site Support Limited Time to Exit support still
NIA
on site
“'1309 " Limited support still
NIA
Limited support still
on site
NIA
on site
Post-Conversion Call Center Metrics
—- 131 1
XXX
°°"“"°‘ bi? _
Service Level
seconds (South avg) XX% (South
avg)
NIA N/A
NIA XX% (South
avg)
NIA
NIA
NIA
NIA
N/A
NIA
Are constituents satis?ed?_ 1313 BU‘l
South
I
B02
North
South
I
BU3
North
South
Field Directors
F‘e‘d Managers
Constituents will be surveyed 02 2001.
Reps
[ PMlFinancial Metrics I Capability Development | Business Impact l Issues]
FIGURE 13
I
North
Patent Application Publication Nov. 13, 2003 Sheet 14 0f 35
US 2003/0212583 A1
I Business impact _
‘
.
_
/1401
Are we reaiizing signi?cant business bene?ts? BU1 South
sTA'rus: YELLOW —14()3
euz North
South
Bus North
___. 1404
South
North
'
Sales & Revenue in Converting States SXXM
Revenue ($XXM per Month goal not
no
SXXM
-— 1405
no
Not
conversion ($XXM conversion Availame activity goal met) activity
no
conversion activity
met)
Service Order Accuracy in Converting States X%
System
Error Rate
"0
X%
"0
---’l407 X%
no
conversion
conversion
conversion
activity
activity
activity
Customer Satisfaction NOV/DEC "0
-_*14()9 . '
NOVIDEC "0
conversion
state 1:
activity
4Q 2000
no
‘
conversion CQMPQSH'E conversion
state 1:
XX (XX goal not
_
activity
activity
XX (XX goal met)
Region 1: XX
met) States
Region 2:
State 2:
2&3: XX
xx (Xx
Request & XX (XX
(xx 903.
goal met)
rnquw goal met)
not met)
.
State 3:
xx (xx goal not
met) State 4:
xx (xx
goal met) NOV/DEC "0
_
NOV/DEC
COl'iVGl’SlO?
state “State 2:
activity '
xx (xx goal not
met)
met)
“mm” State 3:
87.5 (83.3
goal met)
.
n0
_
COI'IVEI’SIOH
activity
activity
1lState 2:
xx (xx goal not
P°T$
no
COI’WGI‘SIOH
State 3:
xx<xx
goal met)
FIGURE 14
Patent Application Publication Nov. 13, 2003 Sheet 15 0f 35
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3$6@3w26053
E350
zii5,é?%
"Ev53mg0?ma .wESE?.
US 2003/0212583 A1
Patent Application Publication Nov. 13, 2003 Sheet 16 0f 35
US 2003/0212583 A1
Business Unit One(BU1) Please select a metric category:
gg'iilsos. Mine Another Line:
I
[ litusinese Unit W49 1 Business Unit Imee 1""1007
FIGURE 16
Patent Application Publication Nov. 13, 2003 Sheet 17 0f 35
Click here to calculate mean:
FIGURE 17
US 2003/0212583 Al
Patent Application Publication Nov. 13, 2003 Sheet 18 0f 35
US 2003/0212583 A1
Metric Category: BU1 Call Center Metrics Download your ?le here
End Date
state Service Level
[1/31/00 [[52 [[05 [2/29/00 [[AZ [[098 [3/31/00 [[/\2 [[007 [4/20/00 [[AZ [[0902 [5/31/00 [[A2 _[[0.8 [6/30/00 [kxz [[016 [7/31/00 [[AZ [[01 [8/31/00 [[AZ [[050 [9/29/00 [[AZ [[0853 [1OI31I0O[[AZ [[0905 [11/30/00 [[AZ “00
Average Spd of Offered
Avg%
Avg%
Forcas}
Answer (sec)
Adherence
Occupancy
Devlatlon
[[73 [[43 [[35 [[a [[s [[s [[e [[57 [[10 [[7 [[7
Calls
[[2094 [[2810 [[2677 [[2651 [[2692 [[2629 [[2615 [[2060 [[2895 [[2802 [[2746
[[0553 [[0659 [[0738 [[0.84 [[0846 [[0.86 [[0055 [[0612 [[0.874 [[0873 [[086
FIGURE 18
[[0070 [[0947 [[0052 [[0758 [[0705 [[0765 [[0709 [[0197 [[0193 [[0101 [[0825
[@115 [ [E1131 1 [[0092 [ [[0095 [ [[0053 [ [[0053 [ [[-0.012 [ [[0386 [ [[0002 [ [[003 [ [[0006 [
Patent Application Publication Nov. 13, 2003 Sheet 19 0f 35
US 2003/0212583 A1
Metric Category: BU1 Customer Satisfaction Dmmioad your ?le here
End Date State Local Long Distance ‘M31100
West 0.709 0.638
2f29/00
West 0.706 0.623
FIGURE 19
(19) United States (12) Patent Application Publication (10) Pub. No.: US 2003/0212583 A1 (43) Pub. Date:
Perras, JR. et al. (54) AUTOMATED TOOL SET FOR IMPROVING OPERATIONS IN AN ECOMMERCE BUSINESS
(76) Inventors: Francis A. Perras JR., Wayne, PA (US); Christine A. Eberle, Reston, VA
(US); Andrew Hamilton, Washington, DC (US) Correspondence Address: ACCENTURE C/O MORRISON & FOERSTER
Us. 01. ................................................................ .. 705/7
(57)
ABSTRACT
The present invention provides a system of automated data driven tools Which are integrated to provide an orderly and efficient set of concrete, speci?c and useful plans to help
companies attain organizational and operational excellence.
755 PAGE MILL ROAD
A system is disclosed Which includes a set of ePerformance
PALO ALTO, CA 94304 (US)
metric development tools, a set of BestPeople tools for force planning and analysis, With a companion set of eLearning
(21) Appl- N05 _
09/ 916,132
tools to provide strategic employee development assistance
Jul' 25’ 2001
measurement, metric comparisons, and plans development.
Publication Classi?cation
An exemplary preferred embodiment is described Which
_
and a set of eJourney management tools to assist in self
(22) Flled'
(51)
(52)
NOV. 13, 2003
Int. Cl.7 ................................................... .. G06F 17/60
400
teaches a neW and unique Workforce transformation system to illustrate a concrete speci?c implementation result.
401
403
ePerformance
BestPeople
mols
tools
405
409
managglrznl
eLeam'ng
‘00's
tools
405
411
eJou
.
Patent Application Publication Nov. 13, 2003 Sheet 1 0f 35
US 2003/0212583 A1
100 TYPICAL INTERNET NETWORK CONFIGURATION
BRANCH OFFICE
,
105
101\ 106\
GATEWAY/TUNNEL SERVER
103)
108
CLIENTS INTERNET
104
107 109
GATEWAY/TUNNEL SERVER 11
/111
If
I
112 \
SERVER I
SERVER 2
114
SERVER 3
"115
118
116
-I FIG. 1
‘-/ LOCAL CLIENTS
Patent Application Publication Nov. 13, 2003 Sheet 2 0f 35
DISPLAY
US 2003/0212583 A1
213
J A
201\ 203 \ 226 \
: a‘
no AJQ
KEYBOARD
OTHER UNITS
215 ‘J
=
4
CPU
CD-ROM DRIVE
291
M
225 \
217 J
OTHER
UNiTS
CD ROM
219
MEMORY ZQQ
L
\
‘ PROGRAM ‘ '221
V
211\ FLAsiggfgAoRY
FIG. 2
STORAGE
Patent Application Publication Nov. 13, 2003 Sheet 3 0f 35
US 2003/0212583 A1
8329%m
m6co2z3sam
mm Dgm a5m2;3
cozmyvtg
cowmuvtg
“UB2NE-Q0U
Patent Application Publication Nov. 13, 2003 Sheet 4 0f 35
400
US 2003/0212583 A1
401
403
ePelformance
Best people
‘°°'$
tools
405
409
FIGURE 4
Patent Application Publication Nov. 13, 2003 Sheet 5 0f 35
5o0
US 2003/0212583 A1
( Pmieq >_501 start
meet with 03 customer/client j de?ne base
parameters and context
1
identify key melrics data sources
analysis methods report lonnats
51 3
mm
use ePer rmance culled data
analyze data
update metrics
\_/._\
51p
509
I
Special Analysis -Best People tools
-
Analysis reports
-eLearning tools
-
-reports
0 521 l
.
41 1
shie?srizms management tools
“ports
FIGURE 5
' Training
Guides
0
Patent Application Publication Nov. 13, 2003 Sheet 6 0f 35
US 2003/0212583 A1
600
ePerformance Metricsfor Clicks & Clicks Transformation
gH M
w c.h CCM M H6 w m |__ n Ollno m m. w .m 4 )1mm am m m e n. etT s n m .m m o w d P em
S Ss U.
w .m ceFu
sINN
edvt.teOr.e
eow m
VE SU $PLSC mk m w m .mm 0enp_r.U6 Oop0inf3t Ted+ x em X@5 0\l. w,50h an“m0 0elld.nKm5e Sm m, W
d aS m w n .n
Ed
.gnFr
N an.duT m k .mF
em .m 1U 6.)l M. + v M c U 0 T M m m /o e5dae m a m m .% m w u M e
MmiPaldOmri’!
9 nr
o Bduus
FIGURE 6
609
I -.
w min n a acw .um6
TSLVF.‘ OM 8SFezle0.Ia
e?
@ m m .m m‘aoFM.m|)l0H|n6 m n?d
% m6 w m. 7do WW
s m a m ngI
611
Patent Application Publication Nov. 13, 2003 Sheet 7 0f 35
gwmanxw.
m9wmQw.a “$.3cn.,w. .
g“0;an6w.3u-\:m. run
5“Eu.m20no3EwQ
US 2003/0212583 A1
Patent Application Publication Nov. 13, 2003 Sheet 8 0f 35
FIGURE 8
US 2003/0212583 A1
Patent Application Publication Nov. 13, 2003 Sheet 9 0f 35
a Drcpiuyinernlcerdl l iMicaxqsorf‘k fnlerflgt Expimer V
W ‘ ‘
US 2003/0212583 A1
‘
expressili 1 update pa'o?ée vér?ua! sunshine
imwtzé
FEBRUARY, 2001 RESULTS Click to view scorecard information:
How .ady- is the {PM for upc arming com-prawns?‘ term for upcoming cm1\.-'ersicms?
FIGURE 9
Patent Application Publication Nov. 13, 2003 Sheet 10 0f 35
US 2003/0212583 A1
Executive Scorecard
FEBRUARY,2001 RESULTS Click to view scorecard information:
Program Management/ Financial-1001 0 How many accounts have been converted? OWhat is the expected budget spent to date, versus actual incurred cost
and percent work complete?
Capability Development-1 003 0 How ready is the ?eld for upcoming conversions? 0 How ready is the system for upcoming conversions?
Capabilitv Deployment - 1005 OAre we deploying the system as efficiently as possible, while minimizing disruption to the ?eld? OAre constituents satis?ed?
Business impact . 1007 OAre we realizing signi?cant business bene?ts?
issues - 1 009 0 What are the top issues?
FIGURE 10
1000
Patent Application Publication Nov. 13, 2003 Sheet 11 0f 35
US 2003/0212583 A1
I PM IFinancial Metrics
How many accounts have
Percent BTNs Converted in MDVW
been converted? \ 110] STATUS: GREEN
\1103
/1105
What is the expected
budget spent to date, versus actual incurred
cost and percent work
complete? STATUS: YELLOW
\1107 {Capability Development! Capability Deployment | Business Impact | Issues]
FIGURE 11
Patent Application Publication Nov. 13, 2003 Sheet 12 0f 35
US 2003/0212583 A1
I Capability Development ‘
/1 20}
How ready is the ?eld for upcoming conversions? 1209
BU1
8U2
BU3
North
North
North
GOAL
7° Sup‘gffé:
<X%
<X%
<X%
100%
% Reps Trained
<X%
<X%
<X%
100%
‘tc‘?‘jggj
TBD
TBD
TBD
100%
_
__
sums; GREEN / 1203
120s\
How ready is the system for upcoming conversions? s‘rA'rus: GREEN ._ 1207
1 211 --——-au1
suz
BU3
North
North
North
GOAL
% Accounts Clean
T BD
TBD
TBD
NIA
% so Error.’ ‘oilo’O
TBD
TBD
TBD
99%
% Requirements Met
TBD
TBD
TBD
100%
GO
GO
GO
G0 I NO GO
[PM/Financial Metrics l Capability Deployment l Business lmpact | Issues]
FIGURE 12
Patent Application Publication Nov. 13, 2003 Sheet 13 0f 35
US 2003/0212583 A1
I Capability Deployment Are we deploying the system as ef?ciently as possible, while-1301 minimizing disruption to the field?
STATUS: GREEN 1303
am South
BUZ North
South
BU3 North
South
North
Conversion Success Rate
_—1305
——-—-*- 1307 XX%
N/A
XX%
NIA
XX%
NIA
High
N/A
High
NIA
High
N/A
Low
NIA
Low
N/A
Low
NIA
IT Adherence
tgownjgggg Schedule
Morning-After
Rem‘g‘g'gj Call Centers
Post-Conversion Site Support Limited Time to Exit support still
NIA
on site
“'1309 " Limited support still
NIA
Limited support still
on site
NIA
on site
Post-Conversion Call Center Metrics
—- 131 1
XXX
°°"“"°‘ bi? _
Service Level
seconds (South avg) XX% (South
avg)
NIA N/A
NIA XX% (South
avg)
NIA
NIA
NIA
NIA
N/A
NIA
Are constituents satis?ed?_ 1313 BU‘l
South
I
B02
North
South
I
BU3
North
South
Field Directors
F‘e‘d Managers
Constituents will be surveyed 02 2001.
Reps
[ PMlFinancial Metrics I Capability Development | Business Impact l Issues]
FIGURE 13
I
North
Patent Application Publication Nov. 13, 2003 Sheet 14 0f 35
US 2003/0212583 A1
I Business impact _
‘
.
_
/1401
Are we reaiizing signi?cant business bene?ts? BU1 South
sTA'rus: YELLOW —14()3
euz North
South
Bus North
___. 1404
South
North
'
Sales & Revenue in Converting States SXXM
Revenue ($XXM per Month goal not
no
SXXM
-— 1405
no
Not
conversion ($XXM conversion Availame activity goal met) activity
no
conversion activity
met)
Service Order Accuracy in Converting States X%
System
Error Rate
"0
X%
"0
---’l407 X%
no
conversion
conversion
conversion
activity
activity
activity
Customer Satisfaction NOV/DEC "0
-_*14()9 . '
NOVIDEC "0
conversion
state 1:
activity
4Q 2000
no
‘
conversion CQMPQSH'E conversion
state 1:
XX (XX goal not
_
activity
activity
XX (XX goal met)
Region 1: XX
met) States
Region 2:
State 2:
2&3: XX
xx (Xx
Request & XX (XX
(xx 903.
goal met)
rnquw goal met)
not met)
.
State 3:
xx (xx goal not
met) State 4:
xx (xx
goal met) NOV/DEC "0
_
NOV/DEC
COl'iVGl’SlO?
state “State 2:
activity '
xx (xx goal not
met)
met)
“mm” State 3:
87.5 (83.3
goal met)
.
n0
_
COI'IVEI’SIOH
activity
activity
1lState 2:
xx (xx goal not
P°T$
no
COI’WGI‘SIOH
State 3:
xx<xx
goal met)
FIGURE 14
Patent Application Publication Nov. 13, 2003 Sheet 15 0f 35
.@gm waxw w@a8o3?@R532.)
3$6@3w26053
E350
zii5,é?%
"Ev53mg0?ma .wESE?.
US 2003/0212583 A1
Patent Application Publication Nov. 13, 2003 Sheet 16 0f 35
US 2003/0212583 A1
Business Unit One(BU1) Please select a metric category:
gg'iilsos. Mine Another Line:
I
[ litusinese Unit W49 1 Business Unit Imee 1""1007
FIGURE 16
Patent Application Publication Nov. 13, 2003 Sheet 17 0f 35
Click here to calculate mean:
FIGURE 17
US 2003/0212583 Al
Patent Application Publication Nov. 13, 2003 Sheet 18 0f 35
US 2003/0212583 A1
Metric Category: BU1 Call Center Metrics Download your ?le here
End Date
state Service Level
[1/31/00 [[52 [[05 [2/29/00 [[AZ [[098 [3/31/00 [[/\2 [[007 [4/20/00 [[AZ [[0902 [5/31/00 [[A2 _[[0.8 [6/30/00 [kxz [[016 [7/31/00 [[AZ [[01 [8/31/00 [[AZ [[050 [9/29/00 [[AZ [[0853 [1OI31I0O[[AZ [[0905 [11/30/00 [[AZ “00
Average Spd of Offered
Avg%
Avg%
Forcas}
Answer (sec)
Adherence
Occupancy
Devlatlon
[[73 [[43 [[35 [[a [[s [[s [[e [[57 [[10 [[7 [[7
Calls
[[2094 [[2810 [[2677 [[2651 [[2692 [[2629 [[2615 [[2060 [[2895 [[2802 [[2746
[[0553 [[0659 [[0738 [[0.84 [[0846 [[0.86 [[0055 [[0612 [[0.874 [[0873 [[086
FIGURE 18
[[0070 [[0947 [[0052 [[0758 [[0705 [[0765 [[0709 [[0197 [[0193 [[0101 [[0825
[@115 [ [E1131 1 [[0092 [ [[0095 [ [[0053 [ [[0053 [ [[-0.012 [ [[0386 [ [[0002 [ [[003 [ [[0006 [
Patent Application Publication Nov. 13, 2003 Sheet 19 0f 35
US 2003/0212583 A1
Metric Category: BU1 Customer Satisfaction Dmmioad your ?le here
End Date State Local Long Distance ‘M31100
West 0.709 0.638
2f29/00
West 0.706 0.623
FIGURE 19
