Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management
Reexamination Certificate
2005-02-01
2005-02-01
Thomas, Joseph (Department: 3626)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Health care management
C705S007380
Reexamination Certificate
active
06850892
ABSTRACT:
An apparatus and method for allocating the resources of an organization in order to optimize the effects of that allocation on the quality of the organization, where the quality is viewed from a customer's perspective.The method includes the steps of acquiring the information required to construct a model of the organization's primary processes as viewed from the perspective of a customer. This information includes customer specific information such as customer inputs to the organization, customer outputs from the organization, and performance measures used by a customer to assess the quality of the outputs of the organization. Organization specific information such as the functional departments or units of the organization, and the inputs and outputs of each unit is also acquired. A model of the organization identifying the primary macro processes which a customer perceives to occur within the organization when that organization responds to a customer initiated input by producing a desired output is then constructed. The model is developed and enhanced to show the interrelationships between the primary macro processes, and the relevant front office, back office, and support subprocesses of the organization. The organization's resources are then allocated to the process whose improvement will have the greatest effect on customer-based performance measures of the organization.
REFERENCES:
patent: 5999908 (1999-12-01), Abelow
patent: WO 0115032 (2001-03-01), None
PQMI: Tips, Experiences, & Lessons Learned, 1990, AT&T Quality Steering Committee, pp. 19-22.*
Boedecker, Eleven Conditions for Excellence: The IBM Total Quality Improvement Process, 1989,American Institute of Management, pp. 295-341.*
Coombs, Culture, Control and Competition Towards a Conceptual Frameword for the Study of Information Technology in Organizations, 1992, Organization Studies, vol. 13 No. 1, pp. 51-72.
Gilligan Christopher L.
Gray Cary Ware & Freidenrich LLP
Thomas Joseph
LandOfFree
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