Ralph E Hester

Author:

Ralph M. Hester

ISBN #:

0528646109

Author:

Ralph M. Hester

ISBN #:

0395309875

Author:

Ralph M. Hester

ISBN #:

0395359406

Author:

Ralph M. Hester

ISBN #:

0395364124

Author:

Ralph M. Hester

ISBN #:

0395526736

Author:

Ralph M. Hester

ISBN #:

2252028289

Author:

Ralph Hester

ISBN #:

0395359015

Author:

Ralph Hester

ISBN #:

0395369126

US Patent:

20120191494, Jul 26, 2012

Filed:

Jan 24, 2011

Appl. No.:

13/012677

Inventors:

Andrew Scott Heiman - Nashville TN, US
Denise Irene Dahlke - Scottsdale AZ, US
Ralph Edward Hester - Mesquite TX, US
Brian I. Rubin - Matthews NC, US

Assignee:

BANK OF AMERICA CORPORATION - Charlotte NC

International Classification:

G06Q 99/00

US Classification:

705 711

Abstract:

Embodiments of the present invention provide apparatuses and methods for determining the cost of poor quality of an incident within a business. One way to measure costs associated with an incident is by measuring failed customer interactions (“FCIs”). FCIs are defined as incidents that occur within the business that either directly or indirectly affect a customer's ability to use a product or service offered by the business. In most situations an FCI relates to a failed interaction between the business and the customer through a channel that affected the customer's use of a product or service through the channel. The cost of poor quality application calculates the total cost of an incident through a multifaceted valuation that factors in hard metrics, such as but not limited to actual costs, duration, channel costs, FCI severity, etc. in order to calculate a remediation cost, a channel FCI cost, and a reputation cost.

US Patent:

20120191503, Jul 26, 2012

Filed:

Jan 24, 2011

Appl. No.:

13/012681

Inventors:

Andrew Scott Heiman - Nashville TN, US
Denise Irene Dahlke - Scottsdale AZ, US
Ralph Edward Hester - Mesquite TX, US
Brian I. Rubin - Matthews NC, US

Assignee:

BANK OF AMERICA CORPORATION - Charlotte NC

International Classification:

G06Q 10/00

US Classification:

705 728

Abstract:

Embodiments of the present invention provide apparatuses and methods for determining the cost of poor quality of an incident within a business. One way to measure costs associated with an incident is by measuring failed customer interactions (“FCIs”). FCIs are defined as incidents that occur within the business that either directly or indirectly affect a customer's ability to use a product or service offered by the business. In most situations an FCI relates to a failed interaction between the business and the customer through a channel that affected the customer's use of a product or service through the channel. The cost of poor quality application calculates the total cost of an incident through a multifaceted valuation that factors in hard metrics, such as but not limited to actual costs, duration, channel costs, FCI severity, etc. in order to calculate a remediation cost, a channel FCI cost, and a reputation cost.