US20140229341A1 - System and method for calculating an order flowthrough - Google Patents
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- US20140229341A1 US20140229341A1 US14/258,686 US201414258686A US2014229341A1 US 20140229341 A1 US20140229341 A1 US 20140229341A1 US 201414258686 A US201414258686 A US 201414258686A US 2014229341 A1 US2014229341 A1 US 2014229341A1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
- G06Q30/0601—Electronic shopping [e-shopping]
- G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
- G06Q30/0635—Processing of requisition or of purchase orders
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
- G06Q10/087—Inventory or stock management, e.g. order filling, procurement or balancing against orders
Definitions
- the automated exclusions 122 can be determined when an ordering exception is cleared by an automated process, such as an automatic retry process. Therefore, a business decision can be made that a particular exception should not count against flowthrough. Thus, an order that has an exception which is then excluded can be given a good flowthrough standing.
- the manual exclusions 124 can be orders that are excluded from counting against flowthrough by an individual of the ordering system backend 100 .
- the computer system 400 can be implemented using electronic devices that provide voice, video or data communication.
- the term “system” shall also be taken to include any collection of systems or sub-systems that individually or jointly execute a set, or multiple sets, of instructions to perform one or more computer functions.
- the computer system 400 can also include a disk drive unit 416 , a signal generation device 418 such as a speaker or remote control, and a network interface device 420 to communicate with a network 426 .
- the disk drive unit 416 may include a computer-readable medium 422 in which one or more sets of instructions 424 , such as software, can be embedded.
- the instructions 424 may embody one or more of the methods or logic as described herein.
- the instructions 424 may reside completely, or at least partially, within the main memory 404 , the static memory 406 , and/or within the processor 402 during execution by the computer system 400 .
- the main memory 404 and the processor 402 also may include computer-readable media.
Abstract
A process that incorporates teachings of the subject disclosure may include, for example, determining exception data associated with exceptions of orders, including data about order fallout of an order flowthrough. Exclusions and exceptions associated with the plurality of orders are determined, wherein the exclusions are order exceptions that do not count against the order flowthrough. The exception data are updated responsive to the exclusions to remove excused order exceptions. Order data is determined that includes the exceptions, and an apportionment is generated of the order exceptions counted against the flowthrough of the orders. A weighted flowthrough count is determined from the apportionment of the order exceptions, and issue tables are created based on one of the exception data, the apportionment of the order exceptions, the weighted count, or combinations thereof. Other embodiments are disclosed.
Description
- This application is a continuation of U.S. patent application Ser. No. 12/790,549 filed May 28, 2010, by Lampe et al., entitled “System and Method for Calculating an Order Flowthrough.” All sections of the aforementioned application(s) are incorporated herein by reference in their entirety.
- The present disclosure generally relates to communications networks, and more particularly relates to a system and a method for calculating an order flowthrough.
- An ordering system can include multiple software and/or hardware systems for processing orders. During an ordering process, a problem may arise for an order at a particular software and/or hardware system. Such a problem or fallout may result in an exception being created for the order. When the exception is created, the order may need manual intervention from an individual associated with a backend of the ordering system to correct the problem, the order may be resubmitted through automated backend process, or the order may be canceled and need to be resubmitted.
- Reference will now be made to the accompanying drawings, which are not necessarily drawn to scale, and wherein:
- It will be appreciated that for simplicity and clarity of illustration, elements illustrated in the Figures have not necessarily been drawn to scale. For example, the dimensions of some of the elements are exaggerated relative to other elements. Embodiments incorporating teachings of the present disclosure are shown and described with respect to the drawings presented herein, in which:
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FIG. 1 is a block diagram of an ordering system backend; -
FIG. 2 is an exemplary screen shot of a graphical user interface home page associated with the ordering system backend; -
FIG. 3 is a flow diagram of a method for calculating an order flowthrough; and -
FIG. 4 is an illustrative embodiment of a general computer system. - The use of the same reference symbols in different drawings indicates similar or identical items.
- The numerous innovative teachings of the present application will be described with particular reference to the presently preferred exemplary embodiments. However, it should be understood that this class of embodiments provides only a few examples of the many advantageous uses of the innovative teachings herein. In general, statements made in the specification of the present application do not necessarily delimit any of the various claimed inventions. Moreover, some statements may apply to some inventive features but not to others.
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FIG. 1 shows anordering system backend 100 including anordering system module 102, anexclusion system module 104, anexception module 106, anissue management module 108, asummary system module 110, and a graphical user interface (GUI) 112. Theordering system module 102 is in communication with theexception system module 106 and with thesummary system module 110. Theexclusion system module 104 is in communication with theexception system module 106, which in turn is in communication with theissue management module 108 and with thesummary system module 110. Theissue management module 108 is in communication with theGUI 112, through the use of issue tables 114. Thesummary system module 110 is in communication with theGUI 112, through the use of summary tables 116. Theordering system module 102, theexclusion system module 104, theexception module 106, theissue management module 108, thesummary system module 110 can be hardware implemented in separate devices or can be combined into one or more devices. The GUI 112 can be located on a display device. - During operation of the ordering system backend 100, the
ordering system module 102 can retrieveordering data 118, which can include new orders, completed orders, pending orders, and the like. Pending orders can be orders that are still in processing, and that have not reached a particular activity in the ordering process, such as a close order action, which can be used as a marker for a completed order. A completed order can be an order that has been processed beyond a particular activity, such as the close order action. The orders can be for a number of services or products, such as Internet Protocol television (IPTV) service, Internet data service, cellular telephone service, a set-top box device, a residential gateway, a cellular telephone, or the like. An activity can be any individual processing step along the order flow path, such as ordering, provisioning, installation, and hand-off to billing Theordering system module 102 can incrementally retrieve or receive theordering data 118. For example, if theordering system module 102 retrieves or receives theordering data 118 for a particular time frame ending at 11:30:00 am, then the next time the ordering system module retrieves or receives the ordering data the new time frame can begin at 11:30:01 am, such that the ordering data is not duplicated in the order system module. - The
ordering system module 102 can then utilize theordering data 118 combined with theexception data 120 to create ordering tables that can show the flowthrough of orders in theordering system backend 100. Flowthrough can be an indication of success or failure of an order during a process flow. Thus, a successful flowthrough can indicate that an order has completed processing without halting or needing human intervention. Alternatively, a failure or exception can mean that an order was halted during processing because of an error, such as an un-excluded exception, or other reason that required human intervention for the order to continue processing. - The
exception system module 106 can generate, retrieve, or receiveexception data 120 from multiple systems for existing orders or generate an exception based on business rules, and the exception data is preferably generated, retrieved, or received during the same time period as theordering data 118. Theexception data 120 can include exceptions associated with non-completed orders listed in theordering data 118. An exception can be created when a system or an application has encountered a problem with the order and has provided a message giving information about the problem. Additionally, an exception may or may not count against flowthrough depending on information received from theexclusion system module 104, which in turn can create or retrieve bothautomated exclusions 122 andmanual exclusions 124. An exclusion can be a business decision made to excuse or discount an ordering exception from counting against flowthrough. Theautomated exclusions 122 can be determined when an ordering exception is cleared by an automated process, such as an automatic retry process. Therefore, a business decision can be made that a particular exception should not count against flowthrough. Thus, an order that has an exception which is then excluded can be given a good flowthrough standing. Themanual exclusions 124 can be orders that are excluded from counting against flowthrough by an individual of the ordering system backend 100. - When all of the exclusions, both automated and manual, have been generated, received, or retrieved, the
exclusion system module 104 can send the exclusions to theexception system module 106. Theexception system module 106 can then determine which of the exceptions in theexception data 120 have been excluded based on theautomated exclusions 122 and/or themanual exclusions 124. The exceptions that have been excluded can then be effectively removed from theexception data 122. Thus, based on the exclusion information from theexclusion system module 104, theexception system module 106 can update theordering data 118 to determine orders with un-excluded exceptions or errors. For example, if an order listed in theordering data 118 has an associated exception in theexception data 120 that is not excluded, theexception system module 106 in communication with theordering system module 102 can determine that the order should count against flowthrough. Thus, an exception can be an error if it does not have a corresponding exclusion, and only errors can count against flowthrough. Theexception system module 106 can then send theupdated exception data 120 to theordering system module 102 and to theissue management module 108. - The
issue management module 108 can utilize the updated exception data to aid in root cause analysis and calculate a weighted count for the flowthrough. The weighted count can be a flowthrough value that is based on apportioning the un-excluded exceptions. For example, if the updated exception data shows an order with no flowthrough and that order has four errors, then these errors would each have a weight of twenty five percent, such as one order divided by four errors. Theissue management module 108 can also calculate a flowthrough impact percentage. The flowthrough impact percentage can be a calculation of the percentage of flowthrough errors that are caused by a specific error or issue. For example, an order can have three exceptions that arise during a handle inventory activity, and two of the exceptions can be the same and one can be different. The one exception that is different may be excludable, and the two similar exceptions may not be excludable. Therefore, the order can fail flowthrough because of the two exceptions that are not excludable, and the flowthrough impact percentage can be shared across the two non-excludable exceptions. Theissue management module 108 can perform an order level analysis showing that the handle inventory activity carries one hundred percent of the flowthrough impact for the order. Theissue management module 108 can also perform an error level analysis to show that the true area of impact is at only two of the three exceptions, and each of the two errors carry fifty percent of the flowthrough impact. Theissue management module 108 can then create issue tables 114, for display on theGUI 112, showing different activities and errors that carry certain percentages of the flowthrough impact. Thus, the issue tables 114 can indicate activities that need to be fixed to prevent flowthrough errors. - The
summary system module 110 can use the updated order data to create summary tables 116 for display on theGUI 112. The summary tables 116 can include ordering tables, exception tables, exclusion tables, and the like. The summary tables 116 can be displayed on theGUI 112. Thesummary system module 110 can also calculate a leading flowthrough indictor (LFI) for an order. The LFI can be a percentage calculation based on the orders taken on a specified date that at the time of the calculation that still have good flowthrough standing, divided by the total number of orders taken for that specified date. The higher this indicator is on a consistent basis the better the chance that the flowthrough percent will still be high at the time orders are closing out. Thesummary system module 110 can also calculate a flowthrough percentage, which can be determined by dividing the number of orders in a category that have achieved successful flowthrough during a particular time period by the total number of orders within the same category during the same time period. For example, a flowthrough percentage can be a number of orders with good flowthrough taken during a day divided by a total number of orders taken that day. -
FIG. 2 shows an exemplary embodiment of theGUI 112 including a summary table 116,management tabs 202, anorder volume graph 204, anorder flowthrough graph 206, and an orders takengraph 208. Themanagement tabs 202 can include tabs for different services, such as IPTV service, digital subscriber line (DSL) Internet service, and plain old telephone service (POTS). Themanagement tabs 202 can also include tabs for controlling the different modules of theordering system backend 100, such as theexclusion system module 104 shown asExclusions Management tab 210, and theissue management module 108 shown as IssueManagement Tool tab 212. - When an individual associated with the
ordering system backend 100 selects one of themanagement tabs 202, such asUverse Dashboard tab 214, theGUI 112 can display the summary table 116 associated with the orders for that service. For example, the summary table 116 can show data for the leading flowthrough percentage (LFI), the flowthrough percentage of orders closed, the daily exceptions, and the like for the orders associated with IPTV service. TheGUI 112 can also display other metrics associated with the service, such as theorder volume graph 204, theorder flowthrough graph 206, and the orders takengraph 208. Thus, theGUI 112 can display information associated with the flowthrough of orders and other metrics for each of the services or products that are monitored by theordering system backend 100. -
FIG. 3 shows a flow diagram of amethod 300 for calculating an order flowthrough. Atblock 302, incremental data about a plurality of orders is retrieved or received by an ordering system module. For example, if the incremental data is retrieved or received for a particular time frame ending at 11:30:00 am, then the next time the incremental data is retrieved or received the new time frame can begin at 11:30:01 am, such that the ordering data is not duplicated in the order system module. Incremental data about exceptions for the plurality of orders is generated, retrieved, or received atblock 304. The incremental data about the exceptions is preferably generated, retrieved, or received during the same time period as the incremental data for the plurality of orders. Atblock 306, the order data is loaded. Exceptions for existing orders are loaded atblock 308. Atblock 310, automated and manual exclusions are generated, retrieved, or received. An exclusion can be a business decision made to excuse or discount an ordering exception from counting against flowthrough. - At
block 312, the automated and the manual exclusions are loaded. The exception data is updated based on the exclusions atblock 314. Error and exception counts are rolled up through all sublevels of order to the order level atblock 316. Atblock 318, all summary level data that has been affected by the new order, pending orders, exception data, or exclusion data is calculated. Summary tables including the flowthrough counts and other metrics are output atblock 320. The summary tables are preferably output to a graphical user interface. Atblock 322, issue tables are created and output. The issue tables can be created based on the updated exception data, and can show activities that need to be fixed to prevent flowthrough errors. -
FIG. 4 shows an illustrative embodiment of ageneral computer system 400. Thecomputer system 400 can include a set of instructions that can be executed to cause the computer system to perform any one or more of the methods or computer based functions disclosed herein. Thecomputer system 400 may operate as a standalone device or may be connected, such as by using a network, to other computer systems or peripheral devices. - In a networked deployment, the computer system may operate in the capacity of a server or as a client user computer in a server-client user network environment, or as a peer computer system in a peer-to-peer (or distributed) network environment. The
computer system 400 can also be implemented as or incorporated into various devices, such as a personal computer (PC), a tablet PC, an STB, a personal digital assistant (PDA), a mobile device, a palmtop computer, a laptop computer, a desktop computer, a communications device, a wireless telephone, a land-line telephone, a control system, a camera, a scanner, a facsimile machine, a printer, a pager, a personal trusted device, a web appliance, a network router, switch or bridge, or any other machine capable of executing a set of instructions (sequential or otherwise) that specify actions to be taken by that machine. In a particular embodiment, thecomputer system 400 can be implemented using electronic devices that provide voice, video or data communication. Further, while asingle computer system 400 is illustrated, the term “system” shall also be taken to include any collection of systems or sub-systems that individually or jointly execute a set, or multiple sets, of instructions to perform one or more computer functions. - The
computer system 400 may include aprocessor 402, such as a central processing unit (CPU), a graphics processing unit (GPU), or both. Moreover, thecomputer system 400 can include amain memory 404 and astatic memory 406 that can communicate with each other via abus 408. As shown, thecomputer system 400 may further include avideo display unit 410 such as a liquid crystal display (LCD), an organic light emitting diode (OLED), a flat panel display, a solid state display, or a cathode ray tube (CRT). Additionally, thecomputer system 400 may include aninput device 412 such as a keyboard, and acursor control device 414 such as a mouse. Thecomputer system 400 can also include adisk drive unit 416, asignal generation device 418 such as a speaker or remote control, and anetwork interface device 420 to communicate with anetwork 426. In a particular embodiment, thedisk drive unit 416 may include a computer-readable medium 422 in which one or more sets ofinstructions 424, such as software, can be embedded. Further, theinstructions 424 may embody one or more of the methods or logic as described herein. In a particular embodiment, theinstructions 424 may reside completely, or at least partially, within themain memory 404, thestatic memory 406, and/or within theprocessor 402 during execution by thecomputer system 400. Themain memory 404 and theprocessor 402 also may include computer-readable media. - The illustrations of the embodiments described herein are intended to provide a general understanding of the structure of the various embodiments. The illustrations are not intended to serve as a complete description of all of the elements and features of apparatus and systems that utilize the structures or methods described herein. Many other embodiments may be apparent to those of skill in the art upon reviewing the disclosure. Other embodiments may be utilized and derived from the disclosure, such that structural and logical substitutions and changes may be made without departing from the scope of the disclosure. Additionally, the illustrations are merely representational and may not be drawn to scale. Certain proportions within the illustrations may be exaggerated, while other proportions may be minimized Accordingly, the disclosure and the FIGs. are to be regarded as illustrative rather than restrictive.
- The above disclosed subject matter is to be considered illustrative, and not restrictive, and the appended claims are intended to cover all such modifications, enhancements, and other embodiments which fall within the true spirit and scope of the present disclosed subject matter. Thus, to the maximum extent allowed by law, the scope of the present disclosed subject matter is to be determined by the broadest permissible interpretation of the following claims and their equivalents, and shall not be restricted or limited by the foregoing detailed description.
- The Abstract of the Disclosure is provided with the understanding that it will not be used to interpret or limit the scope or meaning of the claims. In addition, in the foregoing Detailed Description, it can be seen that various features are grouped together in a single embodiment for the purpose of streamlining the disclosure. This method of disclosure is not to be interpreted as reflecting an intention that the claimed embodiments require more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive subject matter lies in less than all features of a single disclosed embodiment. Thus the following claims are hereby incorporated into the Detailed Description, with each claim standing on its own as a separately claimed subject matter.
Claims (20)
1. A system comprising:
a memory to store executable instructions; and
a processor in communication with the memory, wherein the processor, responsive to executing the instructions, facilitates performance of operations comprising:
determining exception data associated with order exceptions of a plurality of orders;
determining a plurality of exclusions associated with the order exceptions, wherein the plurality of exclusions are the order exceptions that do not count against a flowthrough of the plurality of orders;
updating the exception data, to obtain updated exception data, responsive to the plurality of exclusions, to remove excused order exceptions from the exception data;
determining order data that includes the excused order exceptions and the updated exception data;
generating an apportionment of the order exceptions counted against the flowthrough of the plurality of orders;
determining, from the apportionment of the order exceptions, a weighted flowthrough count; and
creating issue tables based on one of the exception data, the apportionment of the order exceptions, the weighted count, or combinations thereof.
2. The system of claim 1 , wherein the operations further comprise:
updating the issue tables based on the updated exception data, wherein the issue tables show activities that cause order errors; and
outputting the issue tables.
3. The system of claim 1 , wherein the operations further comprise calculating a flowthrough impact percentage, wherein the flowthrough impact percentage comprises a calculation of a percentage of flowthrough errors that are caused by a specific error.
4. The system of claim 1 , wherein the operations further comprise:
loading the order data about the plurality of orders; and
loading the exception data for the plurality of orders.
5. The system of claim 1 , wherein the operations further comprise receiving order data about the plurality of orders, wherein the order data includes a number of orders that have been completed and a number of orders that have not been completed, and wherein the plurality of exclusions includes one of automated exclusions, manual exclusions or both.
6. The system of claim 1 , wherein the operations further comprise:
deriving summary level data based on the plurality of orders and the updated exception data, wherein the summary level data is affected by one of new orders, the exception data, or the plurality of exclusions;
creating summary tables based on the summary level data; and
providing one of the summary tables, the issue tables or both to a graphical user interface.
7. The system of claim 1 , wherein the order data and the exception data are received incrementally.
8. A method comprising:
determining, by a system comprising a processor, a plurality of exclusions associated with order exceptions, wherein the plurality of exclusions correspond to a first apportionment of order exceptions that are not counted against a flowthrough of a plurality of orders;
determining, by the system, order exception data associated with the plurality of orders, wherein the exception data includes data about the order exceptions that either are excused or are counted against flowthrough of the plurality of orders;
generating, by the system, a second apportionment of the order exceptions that are counted against the flowthrough of the plurality of orders;
determining, by the system, from one of the first or second apportionments of the order exceptions, a weighted flowthrough count; and
creating, by the system, an issue table based on one of the order exception data, the first or second apportionments of the order exceptions, the weighted count, or combinations thereof.
9. The method of claim 8 , further comprising:
receiving ordering data for the plurality of orders, wherein the ordering data includes new orders, completed orders, canceled orders, pending orders, and order flowthrough information; and
determining, by the system, activities that cause the ordering errors.
10. The method of claim 9 , wherein the issue table shows the activities that cause the ordering errors.
11. The method of claim 10 , further comprising:
calculating summary level data based on the plurality of orders and the exception data;
creating summary tables based on the summary level data, wherein the summary level data is affected by the new orders, pending orders, the exception data associated with the plurality of orders, and the plurality of exclusions; and
providing, by the system, one of the summary tables, the issue tables or both to a display device.
12. The method of claim 9 , further comprising providing, by the system, a flowthrough impact percentage, wherein the flowthrough impact percentage is a calculation of a percentage of flowthrough errors that are caused by a specific error.
13. The method of claim 8 , further comprising receiving, by the system, the ordering data incrementally.
14. A machine-readable storage medium comprising executable instructions that when executed by a processor, cause the processor to facilitate performance of operations comprising:
determining exception data associated with exceptions of a plurality of orders, wherein the exception data include data about order fallout of a flowthrough of the plurality of orders;
determining a plurality of exclusions associated with the plurality of orders and a plurality of exceptions, wherein the plurality of exclusions are order exceptions that do not count against the flowthrough of the plurality of orders;
updating the exception data responsive to the plurality of exclusions, to remove excused order exceptions, resulting in updated exception data without the excused order exceptions;
determining order data that includes the plurality of exceptions;
generating an apportionment of the order exceptions counted against the flowthrough of the plurality of orders;
determining, from the apportionment of the order exceptions, a weighted flowthrough count; and
creating issue tables based on one of the exception data, the apportionment of the order exceptions, the weighted count, or combinations thereof.
15. The machine-readable storage medium of claim 14 , wherein creating the issue tables is based on the updated exception data, and wherein the issue tables show activities that cause the order errors, the operations further comprising:
deriving summary level data based on the plurality of orders and the updated exception data, wherein the summary level data is affected by new orders, the exception data, and the plurality of exclusions;
creating summary tables based on the summary level data; and
providing the summary tables to a graphical user interface, wherein the summary tables include metrics comprising flowthrough counts.
16. The machine-readable storage medium of claim 14 , wherein the operations further comprise calculating a flowthrough impact percentage, wherein the flowthrough impact percentage is a calculation of a percentage of flowthrough errors that are cause by one of a specific error or issue.
17. The machine-readable storage medium of claim 14 , wherein the operations further comprise:
loading the order data about the plurality of orders; and
loading the exception data for the plurality of orders.
18. The machine-readable storage medium of claim 14 , wherein the plurality of exclusions includes one of automated exclusions, manual exclusions or both.
19. The machine-readable storage medium of claim 14 , wherein the operations further comprise:
receiving order data about the plurality of orders, wherein the order data includes a number of orders that have been completed and a number of orders that have not been completed, and providing the issue tables to a graphical user interface.
20. The machine-readable storage medium of claim 14 , wherein one of the order data, the exception data or both are received incrementally.
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US8756088B2 (en) | 2014-06-17 |
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