Performance management system and method
US 20020178035A1
(19) United States (12) Patent Application Publication (10) Pub. N0.: US 2002/0178035 A1 Laj ouanic
(43) Pub. Date:
(54) PERFORMANCE MANAGEMENT SYSTEM
NOV. 28, 2002
Publication Classi?cation
AND METHOD (51) (52)
(76) Inventor: Yves Patrick Lajouanie, Washington, DC (US)
rm.c1.7 ................................................... .. G06F 17/60 Us. 01. ................................................................ .. 705/7
Correspondence Address:
(57)
BAKER & MCKENZIE 805 THIRD AVENUE
Method for monitoring a performance of a business activity.
The method includes analyzing the business activity and selecting at least one prede?ned business performance model from a plurality of prede?ned business performance models that satisfactorily monitors the performance of the
NEW YORK, NY 10022 (US)
(21) Appl. N0.:
09/862,871
(22) Filed:
May 22, 2001
ABSTRACT
business activity.
BUSINESS
/1O5
PROCESS A 110
/
115
120
w
v
/
L
BUSINESS PERFORMANCE MODEL #1
BUSINESS PERFORMANCE MODEL #2
/
BUSINESS PERFORMANCE MODEL #3
susPROCESS
SUBPROCESS
sus PROCESS
SUBPROCESS
SUBPROCESS
SUB PROCESS
a
n
a
n
a
n
\
110a
\
110m
\
115a
\
115n
\
120a
\
120m
Patent Application Publication Nov. 28, 2002 Sheet 1 0f 7
US 2002/0178035 A1
FIG. 1 BUSINESS
/ 105
PROCESS A
110
l 115
Z
BUSINESS PERFORMANCE MODEL #1
SUBPROCESS
a
X
110a
120
/
' ' ~
-
BUSINESS PERFORMANCE MODEL #2
SUB-
SUB-
PROCESS
PROCESS
n
a
\
110n
/
\
115a
- - '
BUSINESS PERFORMANCE MODEL #3
SUB-
SUB-
PROCESS
PROCESS
n
a
\
115n
\
120a
SUB - ~ -
PROCESS
n
\
120m
Patent Application Publication Nov. 28, 2002 Sheet 2 0f 7
US 2002/0178035 A1
FIG. 2 BUSINESS
/ 205
PROCESS B
110\
210
215
/
/
BUSINESS \~ PERFORMANCE
BUSINESS -—-
/ 115
PERFORMANCE
MODEL #1
MODEL #2
225
Z
1211\
BUSINESS
BUSINESS
PERFORMANCE
-—-
MODEL #3
/ 120
PERFORMANCE J
MODEL #3
\
2211
BUSINESS
PERFORMANCE \120 MODEL #3
\
230 110
FIG. 3
/
BUSINESS PERFORMANCE MODEL #1
CATEGORY 0F USEBS A
\
B05
'CATEBOHY 0F USEBS B
\
310
Patent Application Publication Nov. 28, 2002 Sheet 3 0f 7
FIG .
4
_
AFRICA
US 2002/0178035 A1
405
E
::> /
RECEPTIOM
vOLuME
/
09:55 PM 0
1430 O
41D
PUNCTUALITY RECEPTION TIME
PLOM ID
STATUS EXPECTED
CRITICAL
HEAL
PRETORIA
08:45 PM
10:30 PM
10: 10 PM
COMPLETED / 415
LIBHEVILLE
10:00 PM
10:30 PM
10: 15 PM
COMPLETED
ABIDJAN
10; 15 PM
10:45 PM
10; 10 PM
COMPLETED
CAIRO
10: 15 PM
10:45 PM
10:25 PM
COMPLETED
VOLUME COMsIsTEMCY # OP RECORDS
PLOM ID
STATUS
EXPECTED RANGE
REAL
PRETORIA
400-500
570
0K
LIBHEVILLE
400-500
450
OK
ABIDJAN
mm
220
OK
CAIRO
300-400
370
OK
/420
Patent Application Publication Nov. 28, 2002 Sheet 4 0f 7
US 2002/0178035 A1
FIG. 5 RECEIVED VOLUMES
21 A08642M0
0
. ._ _.
U .__.BB
E _.__.
._DHNUU
NI% ST
.muaEn u |L_ AnIlw mun.1unM?TU w mP OEMCTSE SWEVL.1 mFYUR
U wqsu
W3.8_
?aunrtm\"Imumy/z/uiq?bnl
505
mm.E
WwnD
&S
8
6 0
0.
BUSINESS DAYS NORMAL ENDING -'— ENDING TIME (CURRENT WEEK)
CRITICAL ENDING TIME —'— ENDING TIME (PREVIOUS WEEK)
/510
Patent Application Publication Nov. 28, 2002 Sheet 5 0f 7
US 2002/0178035 A1
FIG. 6 A
j
INCOMING FLOWS
PUNOIUALIIV FLOW
A305
cURRENI NONIR
PREVIOUS NONIH
TREND
ASIA
75%
50%
U
AERIOA
100%
100%
EUROPE
55%
55%
Q
ENO PROOESSINO IINE
OURRENI NONIR
PREVIOUS NONIH
IRENU
ON TIME
54%
75%
i)
LATE
5%
12%
/510
INEORNAIION DELIVERY OUALIIV INOEx cURRENI NONIR
PREVIOUS MONTH
IRENO
NANAOENENI
100%
95%
Q
SNIEI TRANSMISSION
75% 55%
55% 51%
U f}
E-CASH
/ 615
Patent Application Publication Nov. 28, 2002 Sheet 6 0f 7
US 2002/0178035 A1
FIG. 7 ACCESSIBILITY SUB-PROCESS REAL-TIME: AVAILABILITY FOR A WEB—
BUSINESS TRANSACTION SUB-PROCESS REAL-TIME (FOR EACH BUSINESS TRANSACTION TO BE MONITORED) :
CREDIBILITY SUB-PROCESS REAL-TIME: CREDIBILITY OF DATA
BASED APPLICATION AVAILABILITY FOR A "TEXT" APPLICATION
AVAILABILITY FOR A CLIENT/SERVER APPLICATION
RESPONSE TIME FOR A WEB BASED APPLICATION RESPONSE TIME FOR A "TEXT" OR CLIENT/SERVER APPLICATION
\
\
705
\
710
715
FIG. 5 INPUT FLOW
CENTRAL PROCESSING
OUTPUT FLOW
SUB-PROCESS
SUB-PROCESS
SUB-PROCESS
REAL-TIME:
REAL—TIME:
REAL-TIME:
INDIVIDUAL BATCH FLOW
INTER APPLICATION
PUNCTUALITY CONSISTENCY
ACTIVITY ACKNOWLEDGMENT ACTIVITY REJECTION ACTIVITY
GLOBAL BATCH FLOW COMPLETENESS
GLOBAL BATCH FLOW COMPLETENESS
RESOURCE UPDATE PUNCTUALITY
CONTINUOUS FLOW
CONSISTENCY REAL~TIME (FOR ALL INCOMING FLOWS) :
CONSISTENCY
\
805
\
B10
\
B15
Patent Application Publication Nov. 28, 2002 Sheet 7 0f 7
US 2002/0178035 A1
FIG. 10
1305 MORTGAGE PRICING ON LINE PROCESS
RETIRE AM
SPROCESS TLR§0IU£§HT
12>
MORTGAGE APPROVAL CUT OFF
1015/
PROCESS
1320 MORTGAGE
1%25 MORTGAGE
PROCESSING CUT OFF w PROCESS
EFT CUT OFF PROCESS
1:>
FIG. 11 m
1115
/ 1105\
SERVER K 1120
1110\ USER DEVICE
Nov. 28, 2002
US 2002/0178035 A1
PERFORMANCE MANAGEMENT SYSTEM AND METHOD COPYRIGHT NOTICE
[0001] Aportion of the disclosure of this patent document contains material Which is subject to copyright protection. The copyright oWner has no objection to the facsimile
reproduction by any one of the patent disclosure, as it appears in the Patent and Trademark Office patent ?les or
records, but otherWise reserves all copyright rights Whatso
[0007] An additional aspect of the present application provides for a method for selecting a business performance model. The method includes analyZing at least one perfor mance criteria of a business activity, and selecting the business performance model from a plurality of business performance models at least based on the at least one
performance criteria. [0008] A further aspect of the present application provides for a method for vieWing performance data of a business
activity, including developing at least one business perfor mance model based on at least one performance criteria, and
ever.
generating the performance data by using the at least one FIELD
[0002] The present application generally relates to a per formance management system and method and, more par ticularly, to a system and method for monitoring and man aging the performance of a business activity using one or more prede?ned business performance models and one or more graphical interfaces.
developed business performance model. [0009] A still further aspect of the present application provides for a system for monitoring a performance of a business activity, including an interface associated With a user device for vieWing performance data associated With the business activity, and a server operable to store at least
one prede?ned business performance model and to generate
the performance data using the prede?ned business perfor mance model.
BACKGROUND INFORMATION
[0010] Another aspect of the present application provides [0003] SoftWare applications are available Which alloW for the modeling of business processes. The softWare applica tions use metrics for representing the performance of the business process. In order to determine the performance of the business process, a bottom-up approach is utiliZed, Whereby each of the components on Which the business process relies are ?rst determined and metrics measure the
performance of these individual components. For example, a performance determination is made Whether netWork lines are Working properly, Whether databases are Working prop
for a system for monitoring a performance of a business
activity. The system includes a processor for generating
performance data using a prede?ned business performance model, and an interface for displaying the performance data.
[0011] An additional aspect of the present application provides for a method for monitoring a performance of a
business activity. The method includes analyZing the busi ness activity, and selecting at least one prede?ned business
erly and Whether applications are Working properly.
performance model from a plurality of prede?ned business performance models for monitoring the performance of the
[0004]
model associated With at least one performance criteria.
There is a need for a system and method having a
top-doWn approach for monitoring and managing the per formance of one or more business activities, that is, an
approach that analyZes performance criteria, for example, business commitments, of an individual or company incor
porating the business activities. A need also exists for monitoring and managing the performance of one or more
business activities using prede?ned business performance models and pre-developed graphical representations for dis playing performance data in a particular Way according to prede?ned categories of users. SUMMARY OF THE INVENTION
[0005] An aspect of the present application provides for a
business activity, each prede?ned business performance BRIEF DESCRIPTION OF THE DRAWINGS [0012] FIG. 1 illustrates a block diagram of a business
activity and prede?ned business performance models; [0013]
FIG. 2 illustrates a block diagram of a business
activity and prede?ned business performance models; [0014]
FIG. 3 illustrates a block diagram of a prede?ned
business performance model and prede?ned users;
[0015] FIG. 4 illustrates exemplary graphical representa tions including performance data; [0016] FIG. 5 illustrates exemplary graphical representa tions including performance data; FIG. 6 illustrates exem
method for monitoring a performance of a business activity.
plary graphical representations including performance data;
The method includes analyZing the business activity, and selecting at least one prede?ned business performance model from a plurality of prede?ned business performance models for monitoring the performance of the business
[0017] FIG. 7 illustrates exemplary sub-processes of a prede?ned business performance model and associated busi ness performance metrics;
activity.
[0018] FIG. 8 illustrates exemplary sub-processes of a prede?ned business performance model and associated busi ness performance metrics; [0019] FIG. 9 illustrates exemplary sub-processes of a prede?ned business performance model and associated busi ness performance metrics;
[0006] Another aspect of the present application provides for a method for monitoring a performance of a business
activity, including analyZing the business activity, selecting at least one prede?ned business performance model from a
plurality of prede?ned business performance models for monitoring the performance of the business activity, and selecting a prede?ned category of users from a plurality of prede?ned category of users.
[0020]
FIG. 10 illustrates a mortgage business process
and associated prede?ned business performance models; and
Nov. 28, 2002
US 2002/0178035 A1
[0021] FIG. 11 illustrates an exemplary system for moni toring a performance of a business activity. DETAILED DESCRIPTION
[0022] The exemplary block diagram of FIG. 1 illustrates the selection of a prede?ned business performance model for a particular business activity. In the exemplary embodiments of the present application, every business activity can be segregated into one or more prede?ned business perfor
isfactorily monitors the performance of a business activity having performance criteria such as ?uidity. The cut-off business performance model monitors the performance of business activities involving operations that need to be completed before a predetermined deadline, for example, electronic funds transfers, and, thus, the performance criteria
is, for example, punctuality.
de?ned sub-processes, that satisfactorily monitor the perfor
[0025] Upon evaluating business process A 105 shoWn in FIG. 1, either prede?ned business performance model #1 110, prede?ned business performance model #2 115 or prede?ned business performance model #3 120 is selected
mance of the particular business activity. Even though the
based on one or more performance criteria of business
exemplary embodiments are described With reference to
process A 105 and that Will thus satisfactorily monitor the performance of business process A 105. The evaluation of business process A 105 and the selection of prede?ned
mance models, Which may also include one or more pre
selecting from three prede?ned business performance mod els, more or less prede?ned business performance models can be developed and selected. The prede?ned business
business performance models 110, 115, 120 is performed by
softWare applications. In addition, the exemplary embodi
one or more individuals. Alternatively, the evaluation and selection can be performed using one or more softWare
ments are described With reference to business processes
applications.
performance models can be implemented using one or more
Which are merely examples of business activities. Any business activity can be monitored and managed regardless
[0026] The selected prede?ned business performance
of Whether the business activity includes a series of succes sive steps as in a business process.
model 110, 115, 120 includes one or more sub-processes. Alternatively, one or more of the prede?ned business per formance models does not include any sub-processes. In
[0023] Each prede?ned business performance model is
particular, prede?ned business performance model #1 110
developed based on at least one or more performance
includes one or more sub-processes 110a . . . 110n, pre
criteria, for example, business commitments, of an indi vidual or company, such as punctuality, ?uidity, accessibility and response-time. Performance criteria includes any infor
de?ned business performance model #2 115 includes one or more sub-processes 115a . . . 11511 and prede?ned business
performance model #3 includes one or more sub-processes
mation Which Would satisfactorily validate that a business
120a . . . 12011, as shoWn in FIG. 1. FIGS. 7, 8 and 9,
activity is performing in compliance With an expected
described beloW in greater detail, set forth exemplary sub processes of prede?ned business performance model #1 110
behavior. For example, a company may have a business activity that includes an interactive Web site and the com pany may desire to knoW Whether the Web site is accessible
(the on-line business performance model), exemplary sub processes of prede?ned business performance model #2 115
(the straight-through business performance model) and exemplary sub-processes of prede?ned business perfor
at particular hours of the day and provides responses promptly. Examples of performance criteria Which may be important to the company include accessibility and
mance model #3 120 (the cut-off business performance
response-time. One or more prede?ned business perfor
model), respectively.
mance models appropriate for monitoring such performance criteria could be used by the company to monitor and
manage the performance of the business activity.
[0024] In the exemplary embodiments of the present appli cation, prede?ned business performance model #1 110 is referred to as an on-line business performance model, pre de?ned business performance model #2 115 is referred to as
a straight-through business performance model and pre de?ned business performance model #3 120 is referred to as a cut-off business performance model. The names of the
prede?ned business performance models are merely illus
[0027]
Alternatively, a business process may include mul
tiple business processes and therefore be capable of being segregated into more than one prede?ned business perfor mance model. As shoWn in FIG. 2, business process B 205
is comprised of, for example, ?ve business processes inte grated together. The ?ve business processes include business process 210, business process 215, business process 220, business process 225 and business process 230. Upon evalu ating the multiple business processes of business process B 205, one of the three prede?ned business performance models 110, 115, 120 is selected for each of the business
respective business performance model. The on-line busi
processes 210, 215, 220, 225, 230. For example, FIG. 2 illustrates that prede?ned business performance model #1
ness performance model can be used to monitor the perfor mance of business activities involving multiple users access
110 is selected for business process 210, prede?ned business performance model #2 115 is selected for business process
ing a service in real-time in order to perform immediate
215, prede?ned business performance model #3 120 is selected for business process 220, prede?ned business per
trative and are not meant to limit the functionality of the
transactions, for example, on-line trading. As a result, the on-line business performance model satisfactorily monitors the performance of the business activities having perfor mance criteria such as accessibility and response-time. The straight-through business performance model can be used to
monitor the performance of business activities involving ?oWs of data having to be processed through a series of applications and then distributed to internal/external parties,
for example, order routing and order management. Accord ingly, the straight-through business performance model sat
formance model #3 120 is selected for business process 225
and prede?ned business performance model #3 120 is selected for business process 230. Each of the prede?ned business performance models 110, 115, 120 are selected based on one or more performance criteria of business
processes 210, 215, 220, 225, 230 and that Will thus satis factorily monitor the performance of the respective business process. For example, business process performance model #1 110, the on-line business performance model, is selected
Nov. 28, 2002
US 2002/0178035 A1
for business process 210 since business process 210 involves
at least accessibility and response-time performance criteria.
[0028] Each of the prede?ned business performance mod els 110, 115, 120 alloW for the monitoring and managing of the performance of one or more business activities. In an
exemplary embodiment, in order for a user to monitor and manage the performance of one or more business activities, one or more pre-developed graphical representations,
referred to herein as pre-developed dashboards, display
performance data. Particular pre-developed dashboards dis playing particular performance data in particular Ways are vieWable by prede?ned categories of users and are selected from a library of pre-developed dashboards. Multiple pre developed dashboards can display the same performance
labels and icons 405, for example, location data, status summary data 410, for example, reception time and volume, and detailed status data 415, for example, punctuality data and volume consistency data. Similarly, FIGS. 5 and 6 illustrate pre-developed dashboards vieWable by one or more users in category of users B 310, for example, an
executive of a company. The pre-developed dashboards 505, 510, 605, 610, 615 shoWn in FIGS. 5 and 6 also relate to
prede?ned business performance model #3 120, the cut-off business performance model. As can be seen in FIGS. 5 and 6, the executive can vieW performance data such as received
volumes data, end of processing time data, incoming ?oWs data, end processing time data and information delivery quality index data.
data, but in different Ways, for example, in graphical format
[0031]
or table format, or can display the same performance data the same Ways. In an alternative embodiment, any pre
desires to monitor and to manage the performance of one or more business activities is categoriZed into one of the tWo
developed dashboard is vieWable by any prede?ned category
prede?ned category of users 305, 310. As a result of being
of users. Dashboards can also be custom developed depend ing on, for example, certain demands or desires of an
305, 310, only particular performance data is vieWable in a
individual or company. There can also be more than one
version of a particular pre-developed dashboard vieWable by prede?ned categories of users, for example, different ver sions shoWing different degrees of detail of the same per formance data.
[0029] Upon one of the prede?ned business performance models 110, 115, 120, for example, prede?ned business performance model #1 110, being selected, a prede?ned category of users is selected before selecting one of the
pre-developed dashboards for displaying performance data.
In an exemplary embodiment, every user Who
categoriZed as one of the tWo prede?ned category of users particular Way on one or more pre-developed dashboards by a respective user in the respective category. The same performance data may be vieWable by one or more users in
both prede?ned category of users 305, 310, but may be displayed in different formats. In an alternative embodiment, users in each prede?ned category of users 305, 310 can vieW
all performance data relating to a business process displayed on one or more pre-developed dashboards.
[0032] In an exemplary embodiment, pre-developed dash
For example, as shoWn in FIG. 3, upon prede?ned business performance model #1 110 being selected for a particular
boards display performance data associated With a business activity according to metrics, or calculations made, in one or more sub-processes of a selected prede?ned business per
business process, category of users A 305 or category of users B 310 is selected. Depending on Which category of
formance model. Each prede?ned business performance model 110, 115, 120 is associated With predetermined met
users 305, 310 is selected, certain performance data is
rics. FIGS. 7 through 9 illustrate some exemplary metrics
displayed in a particular Way on one or more pre-developed
assigned to prede?ned business performance model #1 110, prede?ned business performance model #2 115 and pre de?ned business performance model #3 120, respectively.
dashboards selected from a library of pre-developed dash boards for the respective category of users to vieW. A
pre-developed dashboard displays performance data, but can also display other data. In an exemplary embodiment, cat
[0033]
egory of users A305 includes individuals such as operations control room staff or employees Who may need early Warn ing information to identify abnormal situations as soon as
hoW a business activity, for example, a business process or
such situations appear and to manage operational risk in real-time. Category of users B 310 includes individuals such as executives of a company Who may need summariZed
information and trends to manage the relationship With
internal and external parties and to improve operational ef?ciency. Further, individuals in category of users B 310 may need real-time information When critical situations arise. Additional categories of users and pre-developed dashboards can be created and, therefore, the present appli cation is not limited to prede?ned category of users A 305
and prede?ned category of users B 310. Moreover, the above-identi?ed individuals included in category of users A and category of users B are merely illustrative.
[0030]
In an exemplary embodiment, metrics measure
sub-process, is performing or behaving through time, predict hoW a business activity is likely to perform and/or hoW Well resources of the business activity are utiliZed. In order for metrics to measure hoW a process or sub-process is per
forming through time, measurements are made and recorded periodically for comparison. The performance of a business activity often varies in time in re?ection of changing demands on the business activity, and changes in the indi vidual people and tools used in the business process.
[0034] FIG. 7 illustrates accessibility sub-process 705, business transaction sub-process 710 and credibility sub process 715, and examples of metrics included Within each sub-process, for prede?ned business performance model #1 110, the on-line business performance model. More or less sub-processes and metrics Within each sub-process can be
FIG. 4 illustrates a pre-developed dashboard 405,
utiliZed. In an exemplary embodiment, the metrics are
410, 415, 420 vieWable by one or more users in category of users A 305, for example, an individual in a control room.
characteriZed by the type of user interface a user Will use to
The dashboard shoWn in FIG. 4 relates to prede?ned busi ness performance model #3 120, the cut-off business per
broWser graphical user interfaces (“GUI”) for Web-enabled
formance model. As can be seen in FIG. 4, the control room user can monitor and manage performance data such as
and text screen GUI for on-line transaction processing (“OLTP”) applications run on a mainframe server. Further,
access services. The type of user interfaces are, for example,
applications, WindoWs GUI for client/server applications
Nov. 28, 2002
US 2002/0178035 A1
performance criteria for the on-line business performance model Which are desirable to monitor include, for example: is a service accessible‘); is the performance of the service correct‘); and is the information correct and consistent?
[0035] The folloWing description of the metrics Within each sub-process shoWn in FIGS. 7 through 9 is merely exemplary. Other metrics for monitoring and managing the performance of a business activity can be used in place of or in addition to the metrics described.
[0036] In accessibility sub-process 705, availability for a Web-enabled application from external and internal provid ers is determined. Speci?cally, connection to an Internet service provider and access to a home Web page are checked via an http or https data source. Availability for a text
application is determined according to accessibility to a
global batch How and consistency for a continuous How are monitored in real-time. Speci?cally, punctuality of an indi vidual batch is determined by comparing arrival time of an input ?oW versus normal and critical expected arrival time,
and consistency is determined by examining actual volume (siZe or number of records) of input ?oW Within a minimum and/or maximum range. Completeness of a global batch How is determined by number of ?les arrived before a predetermined time and number of ?les arrived at a prede termined time compared to a minimum and/or maximum range. Consistency of a continuous How is determined by volume received for n minutes compared to a minimum
and/or maximum range. In addition, consistency for all incoming ?oWs is determined real-time by comparing total received volume (absolute value) versus a minimum and a
maximum expected volume.
main menu of an application from a customer local area
netWork via a full screen data source, and availability for a
client/server application is determined according to acces
[0040] In central processing sub-process 810, inter appli cation activity, acknoWledgment activity and rejection activ ity is determined real-time. Inter application activity is determined, for example, Within tWo applications, by com
sibility to a main menu of an application via data provided by any tool such as homemade scripts or application test softWare.
paring received messages and/or sent messages versus an
[0037] In business transaction sub-process 710, actual
expected ratio. AcknoWledgment activity is determined by
external and actual internal response time for a Web-based
application is compared to loW and high thresholds, and actual response time for a text or client/server application is
compared to loW and high thresholds. Measurements are
made every predetermined number of minutes. In credibility
sub-process 715, credibility of data is performed for each business transaction. In particular, consistency of data ver sus a pattern is determined. For example, if an on-line
trading activity is being monitored, the displayed value of a stock is checked to validate that the value is being updated and/or that the value is betWeen a minimum and maximum
number, such as +/—20 percent of the previous day value. [0038] FIG. 8 illustrates input ?oW sub-process 805, cen
tral processing sub-process 810 and output ?oW sub-process 815, and examples of metrics included Within each sub process, for prede?ned business performance model #2 115, the straight-through business performance model. More or less sub-processes and metrics Within each sub-process can be utiliZed. Input ?oWs for a straight-through business activity are all the ?oWs of data that feed a straight-through
activity, for example, from ?le transfers, and may feed the activity all day. Performance criteria for input ?oWs that are desirable to monitor include, for example: have all ?les been received‘); are the ?le siZes consistent‘); are the ?les error
free‘); are the volumes of incoming messages consistent‘); and do volumes match a business day pro?le‘) Central applications for a straight-through business activity process input ?oWs to deliver transformed data to internal/external parties. Performance criteria for central applications that are desirable to be monitored include, for example: is data
?oWing smoothly betWeen applications‘); is there any pend
comparing number pending for acknoWledgment versus a
threshold. Rejection activity is determined by comparing number of rejected messages versus a threshold.
[0041] In output ?oW sub-process 815, completeness for global batch How and punctuality for resource update are determined real-time for each output ?oW. Completeness for
global batch How is determined by comparing number of ?les sent compared With number of ?les to be sent, and/or number of ?les acknoWledged compared to number of ?les to be acknoWledged. Punctuality of updates for each resource to be updated is determined by comparing the actual update versus the expected update time.
[0042] FIG. 9 illustrates input ?oW sub-process 905, cen tral processing sub-process 910 and output ?oW sub-process 915, and IS examples of metrics included Within each
sub-process, for prede?ned business performance model #3 120, the cut-off business performance model. More or less sub-processes and metrics Within each sub-process can be utiliZed. Input ?oWs for a cut-off business activity are all the ?oWs of data from, for example, ?le transfers or database record inputs, that feed a central process and are needed before the central process starts. Performance criteria for input ?oWs that are desirable to be monitored include, for example: have all ?les been received‘); did the ?les arrive on time‘); are the ?le siZes consistent‘); are the ?les error-free‘); and are the volumes of records or messages consistent‘) Central processing for a cutoff business activity can be a
series of batch jobs, running on one or several systems, that have to be ?nished at a predetermined time. Performance criteria for central processing that are desirable to be moni
ing acknowledgements betWeen applications‘); and are the rejection rates consistent‘) Output ?oWs for a straight through business activity are the ?oWs of data resulting from
tored include, for example: are jobs on-time‘); and are there
the central applications and have to be sent to other parties or applications. Performance criteria for output ?oWs that are desirable to be monitored include, for example: are
output messages being sent to the appropriate channels‘); and
consistency of an individual batch ?oW, completeness for a global batch How and consistency for a continuous How are monitored in real-time. Speci?cally, punctuality of an indi vidual batch is determined by comparing arrival time of an
Were acknoWledgements received‘)
input ?oW versus normal and critical expected arrival time,
any jobs ending abnormally‘) [0043] In input ?oW sub-process 905, punctuality and
[0039] In input ?oW sub-process 805, punctuality and
and consistency is determined by examining actual volume
consistency of an individual batch ?oW, completeness for a
(siZe or number of records) of input ?oW Within a minimum
Nov. 28, 2002
US 2002/0178035 A1
and/or maximum range. Completeness of a global batch How is determined by the number of ?les arrived before
dication process. Next, the mortgage is processed using a
mortgage processing business process including mortgage
batch start time and the number of ?les arrived at start time compared to a minimum and/or maximum range. Consis
compliance documentation exchange, a document ful?ll
tency of a continuous How is determined by volume arrived
mortgage is processed, an mortgage electronic funds transfer business process transfers the funds to, for example, the bank.
before batch start time and volume arrived at start time compared to a minimum and/or maximum range. In addi
tion, consistency for all incoming ?oWs is determined real
ment process and a document archiving process. After the
time by comparing total received volume (absolute value)
[0049]
versus a minimum and a maximum expected volume.
segregated into multiple business processes, and prede?ned
[0044] In central processing sub-process 910, punctuality
business performance models 110, 115, 120 are selected that can satisfactorily monitor the performance of the business processes by analyZing performance criteria such as busi ness commitments. FIG. 10 illustrates the prede?ned busi ness performance models 110, 115, 120 selected for each of the business processes of the mortgage business process.
and quality is monitored real-time for each job. Availability is monitored real-time for each piece of information that needs to be available for central processing to be considered
?nished. Punctuality, for example, compliance With dead lines is determined by comparing actual start time versus normal start time, and by comparing actual end time versus
normal and critical end time. Quality, for example, job status, is monitored by detecting abnormal ends. Availabil ity, for example, information availability, is monitored by tWo checks of availability of a critical piece of information, such as normal avail time and critical avail time.
[0045] In output ?oW sub-process 915, completeness for global batch How and punctuality for resource update are determined real-time for each output ?oW. Completeness for
global batch How is determined by comparing number of
The mortgage business process is evaluated and
Speci?cally, the mortgage business process is segregated into a mortgage pricing business process 805, mortgage approval business process 1010, mortgage approval business process 1015, mortgage processing business process 1020 and mortgage electronic funds transfer business process 1025. Thereafter or concurrently thereWith, a determination is made as to Which of the prede?ned business performance
models 110, 115, 120 relates to the respective business process. As shoWn in FIG. 10, prede?ned business perfor mance model #1 110, for example, the on-line business
?les sent compared With number of ?les to be sent, and/or number of ?les acknowledged compared to number of ?les
performance model, is used for the mortgage pricing busi ness process 1005, prede?ned business performance model #2 115, for example, the straight-through business perfor
to be acknowledged. Punctuality of updates for each resource to be updated is determined by comparing the actual update versus the expected update time.
business processes 1010, prede?ned business performance model #3 120, for example, the cut-off business performance
mance model, is used for one of the mortgage approval
provided to users via one or more pre-developed dashboards
model, is used for the other mortgage approval business process 1015, the cut-off business performance model is used for the mortgage processing business process 1020 and the mortgage electronic funds transfer business process 1025. Thus, one of the prede?ned business performance models 110, 115, 120 are used for each of the business processes comprising the mortgage business process.
regarding the availability of underlying infrastructure com ponents such as servers, job schedulers, ?le transfer tools,
[0050] The on-line business performance model is used for the mortgage pricing business process 1005 because of
[0046] Further, in an exemplary embodiment, each of the prede?ned business performance models 110, 115, 120 can monitor the performance of infrastructure associated With a particular business activity and, thus, alloW one or more users Within the categories of users 305, 310 to manage the infrastructure accordingly. For example, information can be
database engines, input and output logical channels, routers and ?reWalls. Moreover, the performance of underlying
the rapid turnaround betWeen the submission of a mortgage
request and the mortgage pricing information provided to
infrastructure components can be monitored and managed.
the individual, such as amount of principal and interest to be
[0047] The folloWing example for segregating a mortgage
paid monthly. Either the straight-through business perfor
business process into more than one business process model
mance model and/or the cut-off business performance model is used for the mortgage approval process depending on the
is purely exemplary and is not meant to limit the present application in any Way. Rather, any business process can be applied to the embodiments of the present application. [0048] The mortgage business process can be subdivided into multiple business processes, in particular, a mortgage pricing business process, a mortgage approval business process, mortgage processing business process and a mort gage electronic funds transfer business process. An indi vidual desiring a mortgage directs inquiries about the mort gage to, for example, an on-line bank, a lending company or a local bank. The bank or lending company submits a
mortgage application to a back-of?ce operations center. The center provides to the individual mortgage product and pricing information as a result of a mortgage pricing busi ness process. Amortgage request then undergoes a mortgage
approval process Which includes mortgage product and pricing information, credit report information and an adju
mortgage product type. Speci?cally, the straight-through business performance model is used for the mortgage approval business process 1010 When multiple mortgages
need approval by checking, for example, the ?nancial his tory of each individual requesting the respective mortgage. On the other hand, the cut-off business performance model is used for mortgage approval business process 1015 When the approval of a mortgage occurs quickly, for example, by the next business day. The cut-off business performance model is used for the mortgage processing business process 1020 and the mortgage electronic funds transfer business process 1025 because mortgage often need to be processes Within a predetermined amount of time and funds need to be
transferred on or by a particular day, respectively.
[0051] Any other business activity can similarly be seg regated into one or more business activities and prede?ned
Nov. 28, 2002
US 2002/0178035 A1
business performance models can then be associated With the one or more business activities.
[0052] In a further exemplary embodiment, a system 1100 is used for monitoring the performance of a business activ ity. The system 1100 includes an interface 1105, for example, a softWare application, associated With a user
device 1110, for eXample, a personal computer, and a server
1115. The interface 1105 alloWs for vieWing performance data associated With the business activity and the server 1115 including a processor 1120 is operable to store at least one
prede?ned business performance model and to generate the
performance data using the prede?ned business performance model. Systems other than client server systems can also be
used for monitoring and managing a performance of a
business activity. [0053] It should be noted that performance data can be provided to a user, for eXample, from one of the categories of users 305, 310, via a Web-enabled graphical user inter
face, e-mail, pager, land-line telephone, cellular telephone, facsimile or via any other communication media.
[0054] The embodiments described above are illustrative eXamples of the present invention and it should not be construed that the present invention is limited to these
particular embodiments. Various changes and modi?cations may be effected by one skilled in the art Without departing from the spirit or scope of the invention as de?ned in the
appended claims.
ity involving at least one operation that needs to be completed before a predetermined time. 6. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein
the ?rst business performance model, the second business performance model and the third business performance model each include a plurality of prede?ned sub processes. 7. The method for monitoring a performance of a business activity as set forth in claim 6, Wherein
the plurality of prede?ned sub-processes for the ?rst business performance model, for the second business performance model and for the third business perfor mance model include a ?rst sub-process, a second
sub-process and a third sub-process. 8. The method for monitoring a performance of a business activity as set forth in claim 7, Wherein
the plurality of prede?ned sub-processes of the ?rst business performance model, the second business per formance model and the third business performance model each include one or more prede?ned metrics.
9. The method for monitoring a performance of a business activity as set forth in claim 1, Wherein the business activity is a business process.
10. A method for monitoring a performance of a business
activity, comprising: analyZing the business activity;
What is claimed is: 1. A method for monitoring a performance of a business
activity, comprising: analyZing the business activity; and selecting at least one prede?ned business performance model from a plurality of prede?ned business perfor mance models for monitoring the performance of the
business activity.
selecting at least one prede?ned business performance model from a plurality of prede?ned business perfor mance models for monitoring the performance of the business activity; and selecting a prede?ned category of users from a plurality of prede?ned category of users. 11. The method for monitoring a performance of a busi ness activity as set forth in claim 10, further comprising:
2. The method for monitoring a performance of a business activity as set forth in claim 1, Wherein
generating an interface based on at least the selected at
the plurality of prede?ned business performance models
least one prede?ned business performance model and the selected prede?ned category of users for illustrating the performance of the business activity.
is a ?rst business performance model, a second busi ness performance model and a third business perfor mance model.
3. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein the ?rst business performance model can be used to monitor the performance of at least one business activ ity involving at least one user accessing a service in order to perform at least one transaction requiring an immediate response. 4. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein
12. The method for monitoring a performance of a busi ness activity as set forth in claim 11, Wherein
the interface is selected from a plurality of prede?ned interfaces. 13. The method for monitoring a performance of a busi ness activity as set forth in claim 10, Wherein
the business activity is a business process.
14. A method for selecting a business performance model,
comprising: analyZing at least one performance criteria of a business
the second business performance model can be used to monitor the performance of at least one business activ
activity; and
ity involving a How of data having to be processed
selecting the business performance model from a plurality
through at least one application and then distributed. 5. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein
of business performance models at least based on the at least one performance criteria. 15. The method for monitoring a performance of a busi ness activity as set forth in claim 14, Wherein
the third business performance model can be used to monitor the performance of at least one business activ
the business activity is a business process.
Nov. 28, 2002
US 2002/0178035 A1
16. A method for viewing performance data of a business
activity, comprising: developing at least one business performance model
22. A method for monitoring a performance of a business
activity, comprising: analyZing the business activity; and
based on at least one performance criteria; and
generating the performance data by using the at least one
developed business performance model. 17. A system for monitoring a performance of a business
activity, comprising: an interface associated With a user device for vieWing
performance data associated With the business activity; and
selecting at least one prede?ned business performance model from a plurality of prede?ned business perfor mance models for monitoring the performance of the
business activity, each prede?ned business perfor mance model associated With at least one performance
criteria. 23. The method for monitoring a performance of a busi ness activity as set forth in claim 22, Wherein
a server operable to store at least one prede?ned business
the at least one performance criteria of one of the plurality
performance model and to generate the performance data using the prede?ned business performance model.
time Which alloWs for monitoring the response time of
of prede?ned business performance models is response
18. The system for monitoring a performance of a busi ness activity as set forth in claim 17, Wherein the prede?ned business performance model includes at least one metric. 19. The method for monitoring a performance of a busi ness activity as set forth in claim 17, Wherein
24. The method for monitoring a performance of a busi ness activity as set forth in claim 22, Wherein
the business activity is a business process. 20. A system for monitoring a performance of a business
Which alloWs for monitoring the How of data of the
activity, comprising: a processor for generating performance data using a
the business activity.
the at least one performance criteria of one of the plurality
of prede?ned business performance models is ?uidity
business activity. 25. The method for monitoring a performance of a busi ness activity as set forth in claim 22, Wherein
prede?ned business performance model; and an interface for displaying the performance data. 21. The system for monitoring a performance of a busi ness activity as set forth in claim 20, Wherein
the prede?ned business performance model includes at least one metric.
the at least one performance criteria of one of the plurality
of prede?ned business performance models is comple tion time Which alloWs for monitoring the completion of one or more operations by a predetermined time.
(19) United States (12) Patent Application Publication (10) Pub. N0.: US 2002/0178035 A1 Laj ouanic
(43) Pub. Date:
(54) PERFORMANCE MANAGEMENT SYSTEM
NOV. 28, 2002
Publication Classi?cation
AND METHOD (51) (52)
(76) Inventor: Yves Patrick Lajouanie, Washington, DC (US)
rm.c1.7 ................................................... .. G06F 17/60 Us. 01. ................................................................ .. 705/7
Correspondence Address:
(57)
BAKER & MCKENZIE 805 THIRD AVENUE
Method for monitoring a performance of a business activity.
The method includes analyzing the business activity and selecting at least one prede?ned business performance model from a plurality of prede?ned business performance models that satisfactorily monitors the performance of the
NEW YORK, NY 10022 (US)
(21) Appl. N0.:
09/862,871
(22) Filed:
May 22, 2001
ABSTRACT
business activity.
BUSINESS
/1O5
PROCESS A 110
/
115
120
w
v
/
L
BUSINESS PERFORMANCE MODEL #1
BUSINESS PERFORMANCE MODEL #2
/
BUSINESS PERFORMANCE MODEL #3
susPROCESS
SUBPROCESS
sus PROCESS
SUBPROCESS
SUBPROCESS
SUB PROCESS
a
n
a
n
a
n
\
110a
\
110m
\
115a
\
115n
\
120a
\
120m
Patent Application Publication Nov. 28, 2002 Sheet 1 0f 7
US 2002/0178035 A1
FIG. 1 BUSINESS
/ 105
PROCESS A
110
l 115
Z
BUSINESS PERFORMANCE MODEL #1
SUBPROCESS
a
X
110a
120
/
' ' ~
-
BUSINESS PERFORMANCE MODEL #2
SUB-
SUB-
PROCESS
PROCESS
n
a
\
110n
/
\
115a
- - '
BUSINESS PERFORMANCE MODEL #3
SUB-
SUB-
PROCESS
PROCESS
n
a
\
115n
\
120a
SUB - ~ -
PROCESS
n
\
120m
Patent Application Publication Nov. 28, 2002 Sheet 2 0f 7
US 2002/0178035 A1
FIG. 2 BUSINESS
/ 205
PROCESS B
110\
210
215
/
/
BUSINESS \~ PERFORMANCE
BUSINESS -—-
/ 115
PERFORMANCE
MODEL #1
MODEL #2
225
Z
1211\
BUSINESS
BUSINESS
PERFORMANCE
-—-
MODEL #3
/ 120
PERFORMANCE J
MODEL #3
\
2211
BUSINESS
PERFORMANCE \120 MODEL #3
\
230 110
FIG. 3
/
BUSINESS PERFORMANCE MODEL #1
CATEGORY 0F USEBS A
\
B05
'CATEBOHY 0F USEBS B
\
310
Patent Application Publication Nov. 28, 2002 Sheet 3 0f 7
FIG .
4
_
AFRICA
US 2002/0178035 A1
405
E
::> /
RECEPTIOM
vOLuME
/
09:55 PM 0
1430 O
41D
PUNCTUALITY RECEPTION TIME
PLOM ID
STATUS EXPECTED
CRITICAL
HEAL
PRETORIA
08:45 PM
10:30 PM
10: 10 PM
COMPLETED / 415
LIBHEVILLE
10:00 PM
10:30 PM
10: 15 PM
COMPLETED
ABIDJAN
10; 15 PM
10:45 PM
10; 10 PM
COMPLETED
CAIRO
10: 15 PM
10:45 PM
10:25 PM
COMPLETED
VOLUME COMsIsTEMCY # OP RECORDS
PLOM ID
STATUS
EXPECTED RANGE
REAL
PRETORIA
400-500
570
0K
LIBHEVILLE
400-500
450
OK
ABIDJAN
mm
220
OK
CAIRO
300-400
370
OK
/420
Patent Application Publication Nov. 28, 2002 Sheet 4 0f 7
US 2002/0178035 A1
FIG. 5 RECEIVED VOLUMES
21 A08642M0
0
. ._ _.
U .__.BB
E _.__.
._DHNUU
NI% ST
.muaEn u |L_ AnIlw mun.1unM?TU w mP OEMCTSE SWEVL.1 mFYUR
U wqsu
W3.8_
?aunrtm\"Imumy/z/uiq?bnl
505
mm.E
WwnD
&S
8
6 0
0.
BUSINESS DAYS NORMAL ENDING -'— ENDING TIME (CURRENT WEEK)
CRITICAL ENDING TIME —'— ENDING TIME (PREVIOUS WEEK)
/510
Patent Application Publication Nov. 28, 2002 Sheet 5 0f 7
US 2002/0178035 A1
FIG. 6 A
j
INCOMING FLOWS
PUNOIUALIIV FLOW
A305
cURRENI NONIR
PREVIOUS NONIH
TREND
ASIA
75%
50%
U
AERIOA
100%
100%
EUROPE
55%
55%
Q
ENO PROOESSINO IINE
OURRENI NONIR
PREVIOUS NONIH
IRENU
ON TIME
54%
75%
i)
LATE
5%
12%
/510
INEORNAIION DELIVERY OUALIIV INOEx cURRENI NONIR
PREVIOUS MONTH
IRENO
NANAOENENI
100%
95%
Q
SNIEI TRANSMISSION
75% 55%
55% 51%
U f}
E-CASH
/ 615
Patent Application Publication Nov. 28, 2002 Sheet 6 0f 7
US 2002/0178035 A1
FIG. 7 ACCESSIBILITY SUB-PROCESS REAL-TIME: AVAILABILITY FOR A WEB—
BUSINESS TRANSACTION SUB-PROCESS REAL-TIME (FOR EACH BUSINESS TRANSACTION TO BE MONITORED) :
CREDIBILITY SUB-PROCESS REAL-TIME: CREDIBILITY OF DATA
BASED APPLICATION AVAILABILITY FOR A "TEXT" APPLICATION
AVAILABILITY FOR A CLIENT/SERVER APPLICATION
RESPONSE TIME FOR A WEB BASED APPLICATION RESPONSE TIME FOR A "TEXT" OR CLIENT/SERVER APPLICATION
\
\
705
\
710
715
FIG. 5 INPUT FLOW
CENTRAL PROCESSING
OUTPUT FLOW
SUB-PROCESS
SUB-PROCESS
SUB-PROCESS
REAL-TIME:
REAL—TIME:
REAL-TIME:
INDIVIDUAL BATCH FLOW
INTER APPLICATION
PUNCTUALITY CONSISTENCY
ACTIVITY ACKNOWLEDGMENT ACTIVITY REJECTION ACTIVITY
GLOBAL BATCH FLOW COMPLETENESS
GLOBAL BATCH FLOW COMPLETENESS
RESOURCE UPDATE PUNCTUALITY
CONTINUOUS FLOW
CONSISTENCY REAL~TIME (FOR ALL INCOMING FLOWS) :
CONSISTENCY
\
805
\
B10
\
B15
Patent Application Publication Nov. 28, 2002 Sheet 7 0f 7
US 2002/0178035 A1
FIG. 10
1305 MORTGAGE PRICING ON LINE PROCESS
RETIRE AM
SPROCESS TLR§0IU£§HT
12>
MORTGAGE APPROVAL CUT OFF
1015/
PROCESS
1320 MORTGAGE
1%25 MORTGAGE
PROCESSING CUT OFF w PROCESS
EFT CUT OFF PROCESS
1:>
FIG. 11 m
1115
/ 1105\
SERVER K 1120
1110\ USER DEVICE
Nov. 28, 2002
US 2002/0178035 A1
PERFORMANCE MANAGEMENT SYSTEM AND METHOD COPYRIGHT NOTICE
[0001] Aportion of the disclosure of this patent document contains material Which is subject to copyright protection. The copyright oWner has no objection to the facsimile
reproduction by any one of the patent disclosure, as it appears in the Patent and Trademark Office patent ?les or
records, but otherWise reserves all copyright rights Whatso
[0007] An additional aspect of the present application provides for a method for selecting a business performance model. The method includes analyZing at least one perfor mance criteria of a business activity, and selecting the business performance model from a plurality of business performance models at least based on the at least one
performance criteria. [0008] A further aspect of the present application provides for a method for vieWing performance data of a business
activity, including developing at least one business perfor mance model based on at least one performance criteria, and
ever.
generating the performance data by using the at least one FIELD
[0002] The present application generally relates to a per formance management system and method and, more par ticularly, to a system and method for monitoring and man aging the performance of a business activity using one or more prede?ned business performance models and one or more graphical interfaces.
developed business performance model. [0009] A still further aspect of the present application provides for a system for monitoring a performance of a business activity, including an interface associated With a user device for vieWing performance data associated With the business activity, and a server operable to store at least
one prede?ned business performance model and to generate
the performance data using the prede?ned business perfor mance model.
BACKGROUND INFORMATION
[0010] Another aspect of the present application provides [0003] SoftWare applications are available Which alloW for the modeling of business processes. The softWare applica tions use metrics for representing the performance of the business process. In order to determine the performance of the business process, a bottom-up approach is utiliZed, Whereby each of the components on Which the business process relies are ?rst determined and metrics measure the
performance of these individual components. For example, a performance determination is made Whether netWork lines are Working properly, Whether databases are Working prop
for a system for monitoring a performance of a business
activity. The system includes a processor for generating
performance data using a prede?ned business performance model, and an interface for displaying the performance data.
[0011] An additional aspect of the present application provides for a method for monitoring a performance of a
business activity. The method includes analyZing the busi ness activity, and selecting at least one prede?ned business
erly and Whether applications are Working properly.
performance model from a plurality of prede?ned business performance models for monitoring the performance of the
[0004]
model associated With at least one performance criteria.
There is a need for a system and method having a
top-doWn approach for monitoring and managing the per formance of one or more business activities, that is, an
approach that analyZes performance criteria, for example, business commitments, of an individual or company incor
porating the business activities. A need also exists for monitoring and managing the performance of one or more
business activities using prede?ned business performance models and pre-developed graphical representations for dis playing performance data in a particular Way according to prede?ned categories of users. SUMMARY OF THE INVENTION
[0005] An aspect of the present application provides for a
business activity, each prede?ned business performance BRIEF DESCRIPTION OF THE DRAWINGS [0012] FIG. 1 illustrates a block diagram of a business
activity and prede?ned business performance models; [0013]
FIG. 2 illustrates a block diagram of a business
activity and prede?ned business performance models; [0014]
FIG. 3 illustrates a block diagram of a prede?ned
business performance model and prede?ned users;
[0015] FIG. 4 illustrates exemplary graphical representa tions including performance data; [0016] FIG. 5 illustrates exemplary graphical representa tions including performance data; FIG. 6 illustrates exem
method for monitoring a performance of a business activity.
plary graphical representations including performance data;
The method includes analyZing the business activity, and selecting at least one prede?ned business performance model from a plurality of prede?ned business performance models for monitoring the performance of the business
[0017] FIG. 7 illustrates exemplary sub-processes of a prede?ned business performance model and associated busi ness performance metrics;
activity.
[0018] FIG. 8 illustrates exemplary sub-processes of a prede?ned business performance model and associated busi ness performance metrics; [0019] FIG. 9 illustrates exemplary sub-processes of a prede?ned business performance model and associated busi ness performance metrics;
[0006] Another aspect of the present application provides for a method for monitoring a performance of a business
activity, including analyZing the business activity, selecting at least one prede?ned business performance model from a
plurality of prede?ned business performance models for monitoring the performance of the business activity, and selecting a prede?ned category of users from a plurality of prede?ned category of users.
[0020]
FIG. 10 illustrates a mortgage business process
and associated prede?ned business performance models; and
Nov. 28, 2002
US 2002/0178035 A1
[0021] FIG. 11 illustrates an exemplary system for moni toring a performance of a business activity. DETAILED DESCRIPTION
[0022] The exemplary block diagram of FIG. 1 illustrates the selection of a prede?ned business performance model for a particular business activity. In the exemplary embodiments of the present application, every business activity can be segregated into one or more prede?ned business perfor
isfactorily monitors the performance of a business activity having performance criteria such as ?uidity. The cut-off business performance model monitors the performance of business activities involving operations that need to be completed before a predetermined deadline, for example, electronic funds transfers, and, thus, the performance criteria
is, for example, punctuality.
de?ned sub-processes, that satisfactorily monitor the perfor
[0025] Upon evaluating business process A 105 shoWn in FIG. 1, either prede?ned business performance model #1 110, prede?ned business performance model #2 115 or prede?ned business performance model #3 120 is selected
mance of the particular business activity. Even though the
based on one or more performance criteria of business
exemplary embodiments are described With reference to
process A 105 and that Will thus satisfactorily monitor the performance of business process A 105. The evaluation of business process A 105 and the selection of prede?ned
mance models, Which may also include one or more pre
selecting from three prede?ned business performance mod els, more or less prede?ned business performance models can be developed and selected. The prede?ned business
business performance models 110, 115, 120 is performed by
softWare applications. In addition, the exemplary embodi
one or more individuals. Alternatively, the evaluation and selection can be performed using one or more softWare
ments are described With reference to business processes
applications.
performance models can be implemented using one or more
Which are merely examples of business activities. Any business activity can be monitored and managed regardless
[0026] The selected prede?ned business performance
of Whether the business activity includes a series of succes sive steps as in a business process.
model 110, 115, 120 includes one or more sub-processes. Alternatively, one or more of the prede?ned business per formance models does not include any sub-processes. In
[0023] Each prede?ned business performance model is
particular, prede?ned business performance model #1 110
developed based on at least one or more performance
includes one or more sub-processes 110a . . . 110n, pre
criteria, for example, business commitments, of an indi vidual or company, such as punctuality, ?uidity, accessibility and response-time. Performance criteria includes any infor
de?ned business performance model #2 115 includes one or more sub-processes 115a . . . 11511 and prede?ned business
performance model #3 includes one or more sub-processes
mation Which Would satisfactorily validate that a business
120a . . . 12011, as shoWn in FIG. 1. FIGS. 7, 8 and 9,
activity is performing in compliance With an expected
described beloW in greater detail, set forth exemplary sub processes of prede?ned business performance model #1 110
behavior. For example, a company may have a business activity that includes an interactive Web site and the com pany may desire to knoW Whether the Web site is accessible
(the on-line business performance model), exemplary sub processes of prede?ned business performance model #2 115
(the straight-through business performance model) and exemplary sub-processes of prede?ned business perfor
at particular hours of the day and provides responses promptly. Examples of performance criteria Which may be important to the company include accessibility and
mance model #3 120 (the cut-off business performance
response-time. One or more prede?ned business perfor
model), respectively.
mance models appropriate for monitoring such performance criteria could be used by the company to monitor and
manage the performance of the business activity.
[0024] In the exemplary embodiments of the present appli cation, prede?ned business performance model #1 110 is referred to as an on-line business performance model, pre de?ned business performance model #2 115 is referred to as
a straight-through business performance model and pre de?ned business performance model #3 120 is referred to as a cut-off business performance model. The names of the
prede?ned business performance models are merely illus
[0027]
Alternatively, a business process may include mul
tiple business processes and therefore be capable of being segregated into more than one prede?ned business perfor mance model. As shoWn in FIG. 2, business process B 205
is comprised of, for example, ?ve business processes inte grated together. The ?ve business processes include business process 210, business process 215, business process 220, business process 225 and business process 230. Upon evalu ating the multiple business processes of business process B 205, one of the three prede?ned business performance models 110, 115, 120 is selected for each of the business
respective business performance model. The on-line busi
processes 210, 215, 220, 225, 230. For example, FIG. 2 illustrates that prede?ned business performance model #1
ness performance model can be used to monitor the perfor mance of business activities involving multiple users access
110 is selected for business process 210, prede?ned business performance model #2 115 is selected for business process
ing a service in real-time in order to perform immediate
215, prede?ned business performance model #3 120 is selected for business process 220, prede?ned business per
trative and are not meant to limit the functionality of the
transactions, for example, on-line trading. As a result, the on-line business performance model satisfactorily monitors the performance of the business activities having perfor mance criteria such as accessibility and response-time. The straight-through business performance model can be used to
monitor the performance of business activities involving ?oWs of data having to be processed through a series of applications and then distributed to internal/external parties,
for example, order routing and order management. Accord ingly, the straight-through business performance model sat
formance model #3 120 is selected for business process 225
and prede?ned business performance model #3 120 is selected for business process 230. Each of the prede?ned business performance models 110, 115, 120 are selected based on one or more performance criteria of business
processes 210, 215, 220, 225, 230 and that Will thus satis factorily monitor the performance of the respective business process. For example, business process performance model #1 110, the on-line business performance model, is selected
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US 2002/0178035 A1
for business process 210 since business process 210 involves
at least accessibility and response-time performance criteria.
[0028] Each of the prede?ned business performance mod els 110, 115, 120 alloW for the monitoring and managing of the performance of one or more business activities. In an
exemplary embodiment, in order for a user to monitor and manage the performance of one or more business activities, one or more pre-developed graphical representations,
referred to herein as pre-developed dashboards, display
performance data. Particular pre-developed dashboards dis playing particular performance data in particular Ways are vieWable by prede?ned categories of users and are selected from a library of pre-developed dashboards. Multiple pre developed dashboards can display the same performance
labels and icons 405, for example, location data, status summary data 410, for example, reception time and volume, and detailed status data 415, for example, punctuality data and volume consistency data. Similarly, FIGS. 5 and 6 illustrate pre-developed dashboards vieWable by one or more users in category of users B 310, for example, an
executive of a company. The pre-developed dashboards 505, 510, 605, 610, 615 shoWn in FIGS. 5 and 6 also relate to
prede?ned business performance model #3 120, the cut-off business performance model. As can be seen in FIGS. 5 and 6, the executive can vieW performance data such as received
volumes data, end of processing time data, incoming ?oWs data, end processing time data and information delivery quality index data.
data, but in different Ways, for example, in graphical format
[0031]
or table format, or can display the same performance data the same Ways. In an alternative embodiment, any pre
desires to monitor and to manage the performance of one or more business activities is categoriZed into one of the tWo
developed dashboard is vieWable by any prede?ned category
prede?ned category of users 305, 310. As a result of being
of users. Dashboards can also be custom developed depend ing on, for example, certain demands or desires of an
305, 310, only particular performance data is vieWable in a
individual or company. There can also be more than one
version of a particular pre-developed dashboard vieWable by prede?ned categories of users, for example, different ver sions shoWing different degrees of detail of the same per formance data.
[0029] Upon one of the prede?ned business performance models 110, 115, 120, for example, prede?ned business performance model #1 110, being selected, a prede?ned category of users is selected before selecting one of the
pre-developed dashboards for displaying performance data.
In an exemplary embodiment, every user Who
categoriZed as one of the tWo prede?ned category of users particular Way on one or more pre-developed dashboards by a respective user in the respective category. The same performance data may be vieWable by one or more users in
both prede?ned category of users 305, 310, but may be displayed in different formats. In an alternative embodiment, users in each prede?ned category of users 305, 310 can vieW
all performance data relating to a business process displayed on one or more pre-developed dashboards.
[0032] In an exemplary embodiment, pre-developed dash
For example, as shoWn in FIG. 3, upon prede?ned business performance model #1 110 being selected for a particular
boards display performance data associated With a business activity according to metrics, or calculations made, in one or more sub-processes of a selected prede?ned business per
business process, category of users A 305 or category of users B 310 is selected. Depending on Which category of
formance model. Each prede?ned business performance model 110, 115, 120 is associated With predetermined met
users 305, 310 is selected, certain performance data is
rics. FIGS. 7 through 9 illustrate some exemplary metrics
displayed in a particular Way on one or more pre-developed
assigned to prede?ned business performance model #1 110, prede?ned business performance model #2 115 and pre de?ned business performance model #3 120, respectively.
dashboards selected from a library of pre-developed dash boards for the respective category of users to vieW. A
pre-developed dashboard displays performance data, but can also display other data. In an exemplary embodiment, cat
[0033]
egory of users A305 includes individuals such as operations control room staff or employees Who may need early Warn ing information to identify abnormal situations as soon as
hoW a business activity, for example, a business process or
such situations appear and to manage operational risk in real-time. Category of users B 310 includes individuals such as executives of a company Who may need summariZed
information and trends to manage the relationship With
internal and external parties and to improve operational ef?ciency. Further, individuals in category of users B 310 may need real-time information When critical situations arise. Additional categories of users and pre-developed dashboards can be created and, therefore, the present appli cation is not limited to prede?ned category of users A 305
and prede?ned category of users B 310. Moreover, the above-identi?ed individuals included in category of users A and category of users B are merely illustrative.
[0030]
In an exemplary embodiment, metrics measure
sub-process, is performing or behaving through time, predict hoW a business activity is likely to perform and/or hoW Well resources of the business activity are utiliZed. In order for metrics to measure hoW a process or sub-process is per
forming through time, measurements are made and recorded periodically for comparison. The performance of a business activity often varies in time in re?ection of changing demands on the business activity, and changes in the indi vidual people and tools used in the business process.
[0034] FIG. 7 illustrates accessibility sub-process 705, business transaction sub-process 710 and credibility sub process 715, and examples of metrics included Within each sub-process, for prede?ned business performance model #1 110, the on-line business performance model. More or less sub-processes and metrics Within each sub-process can be
FIG. 4 illustrates a pre-developed dashboard 405,
utiliZed. In an exemplary embodiment, the metrics are
410, 415, 420 vieWable by one or more users in category of users A 305, for example, an individual in a control room.
characteriZed by the type of user interface a user Will use to
The dashboard shoWn in FIG. 4 relates to prede?ned busi ness performance model #3 120, the cut-off business per
broWser graphical user interfaces (“GUI”) for Web-enabled
formance model. As can be seen in FIG. 4, the control room user can monitor and manage performance data such as
and text screen GUI for on-line transaction processing (“OLTP”) applications run on a mainframe server. Further,
access services. The type of user interfaces are, for example,
applications, WindoWs GUI for client/server applications
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US 2002/0178035 A1
performance criteria for the on-line business performance model Which are desirable to monitor include, for example: is a service accessible‘); is the performance of the service correct‘); and is the information correct and consistent?
[0035] The folloWing description of the metrics Within each sub-process shoWn in FIGS. 7 through 9 is merely exemplary. Other metrics for monitoring and managing the performance of a business activity can be used in place of or in addition to the metrics described.
[0036] In accessibility sub-process 705, availability for a Web-enabled application from external and internal provid ers is determined. Speci?cally, connection to an Internet service provider and access to a home Web page are checked via an http or https data source. Availability for a text
application is determined according to accessibility to a
global batch How and consistency for a continuous How are monitored in real-time. Speci?cally, punctuality of an indi vidual batch is determined by comparing arrival time of an input ?oW versus normal and critical expected arrival time,
and consistency is determined by examining actual volume (siZe or number of records) of input ?oW Within a minimum and/or maximum range. Completeness of a global batch How is determined by number of ?les arrived before a predetermined time and number of ?les arrived at a prede termined time compared to a minimum and/or maximum range. Consistency of a continuous How is determined by volume received for n minutes compared to a minimum
and/or maximum range. In addition, consistency for all incoming ?oWs is determined real-time by comparing total received volume (absolute value) versus a minimum and a
maximum expected volume.
main menu of an application from a customer local area
netWork via a full screen data source, and availability for a
client/server application is determined according to acces
[0040] In central processing sub-process 810, inter appli cation activity, acknoWledgment activity and rejection activ ity is determined real-time. Inter application activity is determined, for example, Within tWo applications, by com
sibility to a main menu of an application via data provided by any tool such as homemade scripts or application test softWare.
paring received messages and/or sent messages versus an
[0037] In business transaction sub-process 710, actual
expected ratio. AcknoWledgment activity is determined by
external and actual internal response time for a Web-based
application is compared to loW and high thresholds, and actual response time for a text or client/server application is
compared to loW and high thresholds. Measurements are
made every predetermined number of minutes. In credibility
sub-process 715, credibility of data is performed for each business transaction. In particular, consistency of data ver sus a pattern is determined. For example, if an on-line
trading activity is being monitored, the displayed value of a stock is checked to validate that the value is being updated and/or that the value is betWeen a minimum and maximum
number, such as +/—20 percent of the previous day value. [0038] FIG. 8 illustrates input ?oW sub-process 805, cen
tral processing sub-process 810 and output ?oW sub-process 815, and examples of metrics included Within each sub process, for prede?ned business performance model #2 115, the straight-through business performance model. More or less sub-processes and metrics Within each sub-process can be utiliZed. Input ?oWs for a straight-through business activity are all the ?oWs of data that feed a straight-through
activity, for example, from ?le transfers, and may feed the activity all day. Performance criteria for input ?oWs that are desirable to monitor include, for example: have all ?les been received‘); are the ?le siZes consistent‘); are the ?les error
free‘); are the volumes of incoming messages consistent‘); and do volumes match a business day pro?le‘) Central applications for a straight-through business activity process input ?oWs to deliver transformed data to internal/external parties. Performance criteria for central applications that are desirable to be monitored include, for example: is data
?oWing smoothly betWeen applications‘); is there any pend
comparing number pending for acknoWledgment versus a
threshold. Rejection activity is determined by comparing number of rejected messages versus a threshold.
[0041] In output ?oW sub-process 815, completeness for global batch How and punctuality for resource update are determined real-time for each output ?oW. Completeness for
global batch How is determined by comparing number of ?les sent compared With number of ?les to be sent, and/or number of ?les acknoWledged compared to number of ?les to be acknoWledged. Punctuality of updates for each resource to be updated is determined by comparing the actual update versus the expected update time.
[0042] FIG. 9 illustrates input ?oW sub-process 905, cen tral processing sub-process 910 and output ?oW sub-process 915, and IS examples of metrics included Within each
sub-process, for prede?ned business performance model #3 120, the cut-off business performance model. More or less sub-processes and metrics Within each sub-process can be utiliZed. Input ?oWs for a cut-off business activity are all the ?oWs of data from, for example, ?le transfers or database record inputs, that feed a central process and are needed before the central process starts. Performance criteria for input ?oWs that are desirable to be monitored include, for example: have all ?les been received‘); did the ?les arrive on time‘); are the ?le siZes consistent‘); are the ?les error-free‘); and are the volumes of records or messages consistent‘) Central processing for a cutoff business activity can be a
series of batch jobs, running on one or several systems, that have to be ?nished at a predetermined time. Performance criteria for central processing that are desirable to be moni
ing acknowledgements betWeen applications‘); and are the rejection rates consistent‘) Output ?oWs for a straight through business activity are the ?oWs of data resulting from
tored include, for example: are jobs on-time‘); and are there
the central applications and have to be sent to other parties or applications. Performance criteria for output ?oWs that are desirable to be monitored include, for example: are
output messages being sent to the appropriate channels‘); and
consistency of an individual batch ?oW, completeness for a global batch How and consistency for a continuous How are monitored in real-time. Speci?cally, punctuality of an indi vidual batch is determined by comparing arrival time of an
Were acknoWledgements received‘)
input ?oW versus normal and critical expected arrival time,
any jobs ending abnormally‘) [0043] In input ?oW sub-process 905, punctuality and
[0039] In input ?oW sub-process 805, punctuality and
and consistency is determined by examining actual volume
consistency of an individual batch ?oW, completeness for a
(siZe or number of records) of input ?oW Within a minimum
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US 2002/0178035 A1
and/or maximum range. Completeness of a global batch How is determined by the number of ?les arrived before
dication process. Next, the mortgage is processed using a
mortgage processing business process including mortgage
batch start time and the number of ?les arrived at start time compared to a minimum and/or maximum range. Consis
compliance documentation exchange, a document ful?ll
tency of a continuous How is determined by volume arrived
mortgage is processed, an mortgage electronic funds transfer business process transfers the funds to, for example, the bank.
before batch start time and volume arrived at start time compared to a minimum and/or maximum range. In addi
tion, consistency for all incoming ?oWs is determined real
ment process and a document archiving process. After the
time by comparing total received volume (absolute value)
[0049]
versus a minimum and a maximum expected volume.
segregated into multiple business processes, and prede?ned
[0044] In central processing sub-process 910, punctuality
business performance models 110, 115, 120 are selected that can satisfactorily monitor the performance of the business processes by analyZing performance criteria such as busi ness commitments. FIG. 10 illustrates the prede?ned busi ness performance models 110, 115, 120 selected for each of the business processes of the mortgage business process.
and quality is monitored real-time for each job. Availability is monitored real-time for each piece of information that needs to be available for central processing to be considered
?nished. Punctuality, for example, compliance With dead lines is determined by comparing actual start time versus normal start time, and by comparing actual end time versus
normal and critical end time. Quality, for example, job status, is monitored by detecting abnormal ends. Availabil ity, for example, information availability, is monitored by tWo checks of availability of a critical piece of information, such as normal avail time and critical avail time.
[0045] In output ?oW sub-process 915, completeness for global batch How and punctuality for resource update are determined real-time for each output ?oW. Completeness for
global batch How is determined by comparing number of
The mortgage business process is evaluated and
Speci?cally, the mortgage business process is segregated into a mortgage pricing business process 805, mortgage approval business process 1010, mortgage approval business process 1015, mortgage processing business process 1020 and mortgage electronic funds transfer business process 1025. Thereafter or concurrently thereWith, a determination is made as to Which of the prede?ned business performance
models 110, 115, 120 relates to the respective business process. As shoWn in FIG. 10, prede?ned business perfor mance model #1 110, for example, the on-line business
?les sent compared With number of ?les to be sent, and/or number of ?les acknowledged compared to number of ?les
performance model, is used for the mortgage pricing busi ness process 1005, prede?ned business performance model #2 115, for example, the straight-through business perfor
to be acknowledged. Punctuality of updates for each resource to be updated is determined by comparing the actual update versus the expected update time.
business processes 1010, prede?ned business performance model #3 120, for example, the cut-off business performance
mance model, is used for one of the mortgage approval
provided to users via one or more pre-developed dashboards
model, is used for the other mortgage approval business process 1015, the cut-off business performance model is used for the mortgage processing business process 1020 and the mortgage electronic funds transfer business process 1025. Thus, one of the prede?ned business performance models 110, 115, 120 are used for each of the business processes comprising the mortgage business process.
regarding the availability of underlying infrastructure com ponents such as servers, job schedulers, ?le transfer tools,
[0050] The on-line business performance model is used for the mortgage pricing business process 1005 because of
[0046] Further, in an exemplary embodiment, each of the prede?ned business performance models 110, 115, 120 can monitor the performance of infrastructure associated With a particular business activity and, thus, alloW one or more users Within the categories of users 305, 310 to manage the infrastructure accordingly. For example, information can be
database engines, input and output logical channels, routers and ?reWalls. Moreover, the performance of underlying
the rapid turnaround betWeen the submission of a mortgage
request and the mortgage pricing information provided to
infrastructure components can be monitored and managed.
the individual, such as amount of principal and interest to be
[0047] The folloWing example for segregating a mortgage
paid monthly. Either the straight-through business perfor
business process into more than one business process model
mance model and/or the cut-off business performance model is used for the mortgage approval process depending on the
is purely exemplary and is not meant to limit the present application in any Way. Rather, any business process can be applied to the embodiments of the present application. [0048] The mortgage business process can be subdivided into multiple business processes, in particular, a mortgage pricing business process, a mortgage approval business process, mortgage processing business process and a mort gage electronic funds transfer business process. An indi vidual desiring a mortgage directs inquiries about the mort gage to, for example, an on-line bank, a lending company or a local bank. The bank or lending company submits a
mortgage application to a back-of?ce operations center. The center provides to the individual mortgage product and pricing information as a result of a mortgage pricing busi ness process. Amortgage request then undergoes a mortgage
approval process Which includes mortgage product and pricing information, credit report information and an adju
mortgage product type. Speci?cally, the straight-through business performance model is used for the mortgage approval business process 1010 When multiple mortgages
need approval by checking, for example, the ?nancial his tory of each individual requesting the respective mortgage. On the other hand, the cut-off business performance model is used for mortgage approval business process 1015 When the approval of a mortgage occurs quickly, for example, by the next business day. The cut-off business performance model is used for the mortgage processing business process 1020 and the mortgage electronic funds transfer business process 1025 because mortgage often need to be processes Within a predetermined amount of time and funds need to be
transferred on or by a particular day, respectively.
[0051] Any other business activity can similarly be seg regated into one or more business activities and prede?ned
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US 2002/0178035 A1
business performance models can then be associated With the one or more business activities.
[0052] In a further exemplary embodiment, a system 1100 is used for monitoring the performance of a business activ ity. The system 1100 includes an interface 1105, for example, a softWare application, associated With a user
device 1110, for eXample, a personal computer, and a server
1115. The interface 1105 alloWs for vieWing performance data associated With the business activity and the server 1115 including a processor 1120 is operable to store at least one
prede?ned business performance model and to generate the
performance data using the prede?ned business performance model. Systems other than client server systems can also be
used for monitoring and managing a performance of a
business activity. [0053] It should be noted that performance data can be provided to a user, for eXample, from one of the categories of users 305, 310, via a Web-enabled graphical user inter
face, e-mail, pager, land-line telephone, cellular telephone, facsimile or via any other communication media.
[0054] The embodiments described above are illustrative eXamples of the present invention and it should not be construed that the present invention is limited to these
particular embodiments. Various changes and modi?cations may be effected by one skilled in the art Without departing from the spirit or scope of the invention as de?ned in the
appended claims.
ity involving at least one operation that needs to be completed before a predetermined time. 6. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein
the ?rst business performance model, the second business performance model and the third business performance model each include a plurality of prede?ned sub processes. 7. The method for monitoring a performance of a business activity as set forth in claim 6, Wherein
the plurality of prede?ned sub-processes for the ?rst business performance model, for the second business performance model and for the third business perfor mance model include a ?rst sub-process, a second
sub-process and a third sub-process. 8. The method for monitoring a performance of a business activity as set forth in claim 7, Wherein
the plurality of prede?ned sub-processes of the ?rst business performance model, the second business per formance model and the third business performance model each include one or more prede?ned metrics.
9. The method for monitoring a performance of a business activity as set forth in claim 1, Wherein the business activity is a business process.
10. A method for monitoring a performance of a business
activity, comprising: analyZing the business activity;
What is claimed is: 1. A method for monitoring a performance of a business
activity, comprising: analyZing the business activity; and selecting at least one prede?ned business performance model from a plurality of prede?ned business perfor mance models for monitoring the performance of the
business activity.
selecting at least one prede?ned business performance model from a plurality of prede?ned business perfor mance models for monitoring the performance of the business activity; and selecting a prede?ned category of users from a plurality of prede?ned category of users. 11. The method for monitoring a performance of a busi ness activity as set forth in claim 10, further comprising:
2. The method for monitoring a performance of a business activity as set forth in claim 1, Wherein
generating an interface based on at least the selected at
the plurality of prede?ned business performance models
least one prede?ned business performance model and the selected prede?ned category of users for illustrating the performance of the business activity.
is a ?rst business performance model, a second busi ness performance model and a third business perfor mance model.
3. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein the ?rst business performance model can be used to monitor the performance of at least one business activ ity involving at least one user accessing a service in order to perform at least one transaction requiring an immediate response. 4. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein
12. The method for monitoring a performance of a busi ness activity as set forth in claim 11, Wherein
the interface is selected from a plurality of prede?ned interfaces. 13. The method for monitoring a performance of a busi ness activity as set forth in claim 10, Wherein
the business activity is a business process.
14. A method for selecting a business performance model,
comprising: analyZing at least one performance criteria of a business
the second business performance model can be used to monitor the performance of at least one business activ
activity; and
ity involving a How of data having to be processed
selecting the business performance model from a plurality
through at least one application and then distributed. 5. The method for monitoring a performance of a business activity as set forth in claim 2, Wherein
of business performance models at least based on the at least one performance criteria. 15. The method for monitoring a performance of a busi ness activity as set forth in claim 14, Wherein
the third business performance model can be used to monitor the performance of at least one business activ
the business activity is a business process.
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US 2002/0178035 A1
16. A method for viewing performance data of a business
activity, comprising: developing at least one business performance model
22. A method for monitoring a performance of a business
activity, comprising: analyZing the business activity; and
based on at least one performance criteria; and
generating the performance data by using the at least one
developed business performance model. 17. A system for monitoring a performance of a business
activity, comprising: an interface associated With a user device for vieWing
performance data associated With the business activity; and
selecting at least one prede?ned business performance model from a plurality of prede?ned business perfor mance models for monitoring the performance of the
business activity, each prede?ned business perfor mance model associated With at least one performance
criteria. 23. The method for monitoring a performance of a busi ness activity as set forth in claim 22, Wherein
a server operable to store at least one prede?ned business
the at least one performance criteria of one of the plurality
performance model and to generate the performance data using the prede?ned business performance model.
time Which alloWs for monitoring the response time of
of prede?ned business performance models is response
18. The system for monitoring a performance of a busi ness activity as set forth in claim 17, Wherein the prede?ned business performance model includes at least one metric. 19. The method for monitoring a performance of a busi ness activity as set forth in claim 17, Wherein
24. The method for monitoring a performance of a busi ness activity as set forth in claim 22, Wherein
the business activity is a business process. 20. A system for monitoring a performance of a business
Which alloWs for monitoring the How of data of the
activity, comprising: a processor for generating performance data using a
the business activity.
the at least one performance criteria of one of the plurality
of prede?ned business performance models is ?uidity
business activity. 25. The method for monitoring a performance of a busi ness activity as set forth in claim 22, Wherein
prede?ned business performance model; and an interface for displaying the performance data. 21. The system for monitoring a performance of a busi ness activity as set forth in claim 20, Wherein
the prede?ned business performance model includes at least one metric.
the at least one performance criteria of one of the plurality
of prede?ned business performance models is comple tion time Which alloWs for monitoring the completion of one or more operations by a predetermined time.
