WO2001026025A1 - Systeme et technique informatique via internet faisant appel a une tierce partie en cas de plainte du personnel - Google Patents

Systeme et technique informatique via internet faisant appel a une tierce partie en cas de plainte du personnel Download PDF

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Publication number
WO2001026025A1
WO2001026025A1 PCT/US2000/027108 US0027108W WO0126025A1 WO 2001026025 A1 WO2001026025 A1 WO 2001026025A1 US 0027108 W US0027108 W US 0027108W WO 0126025 A1 WO0126025 A1 WO 0126025A1
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WO
WIPO (PCT)
Prior art keywords
complaint
employee
worker
human resources
employer
Prior art date
Application number
PCT/US2000/027108
Other languages
English (en)
Inventor
Karen Smith Kienbaum
Original Assignee
Karen Smith Kienbaum & Assoc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Karen Smith Kienbaum & Assoc filed Critical Karen Smith Kienbaum & Assoc
Priority to EP00968563A priority Critical patent/EP1247236A4/fr
Priority to GB0209166A priority patent/GB2371903A/en
Priority to AU78456/00A priority patent/AU7845600A/en
Priority to CA002386153A priority patent/CA2386153A1/fr
Priority to DE10085051T priority patent/DE10085051T1/de
Publication of WO2001026025A1 publication Critical patent/WO2001026025A1/fr

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Classifications

    • 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
    • G06Q10/10—Office automation; Time management

Definitions

  • the present invention relates generally to interactive computer systems, and more particularly, to an interactive Internet enabled third party human resources computer system.
  • the disadvantages associated with these conventional human resources techniques have made it apparent that a new technique for handling employee grievances is needed.
  • the new technique should handle employee grievances m a fair, neutral, and confidential manner. Employee concerns should also be addressed as quickly as possible. Additionally, the new technique should automate the tracking and resolution of employee grievances consistent with company policy. The new technique should also provide real time feedback to company management.
  • the present invention is directed to these ends.
  • an object of the invention to provide an improved and reliable interactive Internet enabled third party human resources computer system. Another object of the invention is to handle employee grievances in a fair, neutral, and confidential manner. Additionally, an object of the invention is to automate the tracking and resolution of employee grievances consistent with company policy.
  • an interactive Internet enabled third party human resources computer system allows a worker to automatically file a grievance.
  • the process begins when a worker with a grievance connects to a home page run by a third party and describes their complaint. Inputting the details of the complaint is a guided process.
  • the worker is presented with a succession of questions that elicit information about the complaint.
  • the list of questions and their order is a dynamic process, using previous answers to guide the "discussion" .
  • the process continues when the completed complaint is analyzed by the system: it is categorized and graded (minor, major, potential legal liability) .
  • the system then uses the category and grade to determine which type of person (HR personnel or attorney) should be notified. Finally, the system manager accesses the system, and is able to arrive at the details of the complaint. At this point the system manager will have links to various pieces of ancillary information from the company - HR manuals, procedures, etc. The system manager will formulate replies and actions and begin handling the complaint.
  • the present invention thus achieves an improved interactive Internet enabled third party human resources computer system.
  • the present invention is advantageous in that it provides real time feedback to company management.
  • FIGURE 1 is an illustration of a interactive Internet enabled third party human resources computer in accordance with one embodiment of the present invention
  • FIGURE 2 is a block diagram of an interactive Internet enabled third party human resources computer system in accordance with one embodiment of the present invention
  • FIGURE 3 is a block diagram of a central controller for an interactive Internet enabled third party human resources computer system in accordance with one embodiment of the present invention
  • FIGURE 4 is a block diagram of a worker sphere for an interactive Internet enabled third party human resources computer system in accordance with one embodiment of the present invention
  • FIGURE 5 is a block diagram of a counselor sphere for an interactive Internet enabled third party human resources computer system in accordance with one embodiment of the present invention.
  • FIGURE 6 is a flow chart for an interactive Internet enabled third party human resources computer system in accordance with one embodiment of the present invention.
  • the same reference numerals will be used to identify identical components in the various views.
  • the present invention is illustrated with respect to an interactive Internet enabled third party computer system, particularly suited for human resources management. However, the present invention is applicable to various other uses that may require interactive Internet enabled third party computer systems .
  • interactive Internet enabled third party human resources computer system 10 can be implemented using a general purpose computer 12 that is specially programmed by a computer program 14 stored on a CD-ROM or other nonvolatile storage memory 16.
  • Computer 12 includes a CD-ROM drive 18 that it uses to access program 14 from CD-ROM 16.
  • Computer 12 further includes two other input devices; namely, a keyboard 20 for use by the employee to input text and a mouse or other serial input device 22 that is used by the employee in conjunction with the graphical user interface provided by program 14.
  • Computer 12 also has a number of output devices, including a computer screen or monitor 24, one or more speakers 26, and a printer 28 for printing out a grievance record 30.
  • program 14 uses monitor 24 and may also use speaker 26 to provide the employee with an audiovisual presentation of information to submit their grievance.
  • a worker When a worker has a grievance or complaint, they will access the system via computer 12 and the Internet 32. They will connect to a home page run by the present invention but customized for each company. They will login [complete with password to protect their complaint from being viewed by others] and proceed to detail their complaint.
  • a completed complaint is analyzed by the system: it is categorized and graded (minor, major, potential legal liability) .
  • the system uses the category and grade to determine which type of person (HR personnel or attorney) should be notified.
  • An email or other form of contact is then initiated such that the third party system manager can process the grievance.
  • the system will attach the appropriate company policy to the email.
  • the system will attach prior resolutions to similar grievances to the email .
  • the system manager accesses the system, and is able to arrive at the details of the complaint. At this point the system manager will have links to various pieces of ancillary information from the company - HR manuals, procedures, etc.
  • the system manager formulates replies and actions, and begins handling the complaint. The process is described in detail below with reference to Figure 6.
  • the present invention will have a Log section in the complaint for the system manager to note actions, times-date, documents created, etc.
  • Another aspect of the system is the maintenance section. This will enable the database administrator to perform many tasks, such as inputting information for new corporate clients [contacts, documents, policies, etc.], correct errors in the database and so forth.
  • all of the components of Fig. 1 except program 14 on CD-ROM 16 can be conventional components connected together in a conventional manner.
  • computer 12 can be a standard personal computer, such as a Pentium-based computer running Windows95/98/2000. The worker can, therefore, either use an existing computer or can simply purchase any one of a number of widely available compatible computers and then need only connect to the Internet 32 using a conventional network interface.
  • nonvolatile storage memory can comprise other types of optical disks, such as DVD, or can comprise other types of non-volatile storage memory 16 along with program 14 stored thereon together comprise a digital storage device that can be used by computer 12 to provide the automated interactive Internet enabled third party human resources computer system 10 of the present invention.
  • program 14 may include a number of individually executable files, libraries, audio files, video files, and other program components, all of which may be stored as individual files. It will, therefore, be understood that, as used herein, the term "program” is meant to include the executable f ⁇ le(s) and any libraries or other support files necessary to configure computer 12 into interactive Internet enabled third party human resources computer system 10.
  • FIGURE 2 a block diagram of an interactive Internet enabled third party human resources computer system m accordance with one embodiment of the present invention is illustrated.
  • the system architecture is illustrated with reference to Figures 2 through 5.
  • the network-based system of the present invention comprises a worker sphere 200, a central controller 300 and at least one system manager sphere 400.
  • the program software for the present invention resides in the central controller and is accessed by the employee and/or system manager through the Internet connection 32.
  • Each interface is connected through an Internet 32 connection using a public switched phone network, such as those provided by a local or regional telephone operating company. Connection may also be provided by dedicated data lines, cellular, Personal Communication Systems ("PCS”), microwave, or satellite networks.
  • PCS Personal Communication Systems
  • the present invention provides a method and apparatus to interactively provide human resources services to employees of a company using a third party.
  • Use of a third party for addressing employee grievances results in increased employee satisfaction and improved performance .
  • Central controller 200 includes central processor (CPU) 205, cryptographic processor 210, Random Access Memory (RAM) 215, Read Only Memory (ROM) 220, payment processor 230, clock 235, operating system 240, network interface 245, and data storage device 250.
  • CPU central processor
  • RAM Random Access Memory
  • ROM Read Only Memory
  • a conventional personal computer or computer workstation with sufficient memory and processing capability may be used as central controller 200. In one embodiment, it operates as a web server, both receiving and transmitting data generated by workers/counselors.
  • Central controller 200 is preferably capable of high volume transaction processing in processing communications and database searches.
  • a Pentium- family microprocessor commonly manufactured by Intel, Inc. may be used for CPU 205. This processor employs a 32 -bit architecture. Equivalent processors are also provided by Motorola or Sun Microsystems.
  • An MC68HC16 microcontroller commonly manufactured by Motorola, Inc. may be used for cryptographic processor 210. Equivalent processors may also be used. This microcontroller utilizes a
  • Cryptographic processor 210 supports the authentication of communications from workers and employees. Cryptographic processor 210 may also be configured as part of CPU 205. Other commercially available specialized cryptographic processors include VLSI Technology's 33 MHz 6868 or Semaphore
  • Data storage device 250 may include hard disk magnetic or optical storage units, as well as CD-ROM drives or flash memory.
  • Data storage device 250 contains databases used in the processing of transactions in the present invention, including company database 255, complaint database 260, resolution database 285, cryptographic key database 290, and employee records database 295.
  • database software such as that manufactured by Oracle Corporation is used to create and manage these databases .
  • Company database 255 maintains data on company policies such as discrimination, ethics, health and safety, theft/whistleblower, performance, terms and conditions of employment, substance abuse, termination, leaves, pay and benefits, sexual harassment, etc. Each company generates this information. In another preferred embodiment of the present invention, company database 255 would be created and maintained by the third party responsible for supplying human resource services.
  • Complaint database 260 maintains data for each transaction associated with a particular workers complaint with fields such as name, address, phone number, date of birth, work supervisor, location, actual complaint, and tracking code. As described in more detail below, the amount and type of worker information will vary depending upon the answers to previous questions asked. The list of questions and their order is a dynamic process, using previous answers to guide the "discussion" .
  • Resolution database 285 tracks all resolutions of previous complaints made by the workers and counselors for each company account handled by the third party HR manager. In this way, resolutions for similar complaints may be handled in a consistent manner by accessing the resolutions to previous complaints. Ideally, the system uses keywords to compile previous resolutions to problems similar to the current problem and forward them onto a system manager.
  • Cryptographic key database 290 facilitates cryptographic functions, storing both symmetric and asymmetric keys . These keys are used by cryptographic processor 210 for encrypting and decrypting worker and system manager data to maintain security.
  • Employee database 295 maintains data for each worker with fields such as name, address, phone number, date of birth, supervisor, location, race and employment data. This data may be used to assist a system manager when determining the type and severity of the complaint .
  • a completed complaint is analyzed by the system: it is categorized and graded (minor, major, potential legal liability) .
  • the system uses the category and grade to determine which type of person (HR personnel or attorney) should be notified.
  • An email or other form of contact is then initiated such that the third party system manager can process the grievance.
  • the system could process the grievance and contact the HR counselor or attorney directly.
  • the system will attach the appropriate company policy to the email.
  • the system will attach prior resolutions to similar grievances to the email.
  • Network interface 245 is the gateway to communicate with workers and system manager.
  • Network interface 245 supports modems at a range of baud rates from 1200 upward, but may combine such inputs into a Tl or T3 line if more bandwidth is required.
  • network interface 245 is connected with the Internet and/or any of the commercial on-line services such as America Online or
  • network interface 245 may be configured as a web site.
  • central controller 200 is configured in a distributed architecture, wherein the databases and processors are housed in separate units or locations. Some controllers perform the primary processing functions and contain at a minimum RAM, ROM, and a general processor. Each of these controllers is attached to a WAN hub that serves as the primary communication link with the other controllers and interface devices.
  • the WAN hub may have minimal processing capability itself, serving primarily as a communications router.
  • Those skilled in the art will appreciate that an almost unlimited number of controllers may be supported. This arrangement yields a more dynamic and flexible system, less prone to catastrophic hardware failures affecting the entire system. This also provides flexibility in maintaining and upgrading the automated compliant recording available on the system.
  • worker sphere 300 comprises a conventional personal computer which includes a processing device such as central processor (CPU) 305; RAM 315; ROM 320; clock 335; video driver 325; video monitor 330; communication port 340; input device 345, such as a keyboard, mouse, or conventional voice recognition software package; a network interface such as a modem 350; and data storage device 360.
  • CPU central processor
  • Cryptographic processor 335 may be added for improved authentication and security as is known m the art.
  • a Pentium-family microprocessor may be used for CPU 305.
  • Clock 335 is a standard chip-based clock that can serve to time stamp data transmissions produced with the interface 300.
  • Data storage device 360 is a conventional magnetic-based or optical based hard disk storage unit.
  • Script database 370 may be used for prompting the worker with questions relating to each grievance.
  • the script database is transferred over Internet 32 from central controller 200.
  • central controller 200 is configured as a web server, conventional communications software such as the Netscape navigator web browser from Netscape Corporation or
  • the worker and counselor may use the browser to transmit data. Preferably, no proprietary software is required.
  • communications between workers/system managers and the system take place via electronic networks, with central controller 200 acting as a web server.
  • central controller 200 acting as a web server.
  • a worker When a worker has a grievance or complaint, they will access the system via computer 12 and the Internet 32. They will connect to a home page in the form of the present invention but customized for each company. They will login [complete with password to protect their complaint from being viewed by others] and proceed to detail their complaint as prompted.
  • System manager sphere 400 includes the administrative personnel at the third party HR organization who act as a gatekeeper, and the attorneys / HR counselors.
  • counselor sphere 400 comprises a conventional personal computer which includes a processing device such as central processor (CPU) 405; RAM 415; ROM 420; clock 435; video driver 425; video monitor 430; communication port 440; input device 445, such as a keyboard, mouse, or conventional voice recognition software package; a network interface such as a modem 450; and data storage device 460.
  • CPU central processor
  • Cryptographic processor 435 may be added for improved authentication and security as is known in the art.
  • a Pentium- family microprocessor may be used for CPU 405.
  • Clock 435 is a standard chip-based clock that can serve to time stamp data transmissions produced with the interface 400.
  • Data storage device 460 is a conventional magnetic-based or optical based hard disk storage unit.
  • Email database 470 contains messages generated by central controller 200. In a preferred embodiment, the central controller 200 will include a severity rating as well as grievance type and the full complaint .
  • central controller 200 is configured as a web server
  • conventional communications software such as the Netscape navigator web browser from Netscape Corporation or Internet Explorer web browser from Microsoft Corporation may also be used.
  • the worker and system manager may use the browser to transmit data.
  • no proprietary software is required.
  • communications between workers/system managers and the system take place via electronic networks, with central controller 200 acting as a web server.
  • the system manager accesses the system, and is able to arrive at the details of the complaint.
  • the system manager will have links to various pieces of ancillary information from the company - HR manuals, procedures, etc.
  • the system manager formulates replies and actions, and begins handling the complaint. The process is described in detail below with reference to Figure 6.
  • the present invention will have a Log section in the complaint for the system manager to note actions, times-date, documents created, etc.
  • Another aspect of the system is the maintenance section. This will enable the database administrator to perform many tasks, such as inputting information for new corporate clients
  • step 610 a flow chart for an interactive Internet enabled third party human resources computer system in accordance with one embodiment of the present invention is illustrated.
  • the process begins with step 610 and immediately proceeds to step 620.
  • step 620 when a worker has a grievance or complaint, they will access the system via computer 12 and the Internet 32. They will connect to a home page run by the third party HR management firm in accordance with the present invention but customized for each company.
  • step 630 where the employee will login [complete with password to protect their complaint from being viewed by others] and proceed to detail their complaint .
  • the completed complaint is analyzed by the system: it is categorized and graded (minor, major, potential legal liability) .
  • the system uses the category and grade to determine which type of person (HR personnel or attorney) should be notified.
  • An email or other form of contact is then initiated such that the third party system manager can process the grievance.
  • the third party system manager accesses the system and is presented with the grievances received for each company account associated with the system.
  • Each complaint will indicate from the interactive initial session the type, severity, and proper personnel to address the complaint.
  • the system manager then forwards the complaint to the proper person to address the complaint, i.e., HR manager or attorney.
  • the system could process the grievance and contact the HR counselor or attorney directly. Ideally this process is automated. If the system determines that an attorney is required, for example, then an email can be sent directly to an attorney in step 660. Otherwise, if the system determines that a counselor is required, then and an email is sent directly to an HR counselor in step 660.
  • the system manager addresses the grievance by investigating the information provided by the employee at the initial session. Preferably, the system manager notifies the employee that the grievance is being investigated. Notice preferably is written 24 hours of receiving the complaint ant can be by telephone, facsimile, e-mail, or any other conventional method.
  • step 670 the system manager acts as a gatekeeper for centrally accumulating an recording employee initiated complaints and directing the proper personnel to address the matter.
  • the system manager also confirms with the employee that their grievance is being promptly addressed.
  • the proper personnel is immediately notified and can begin to address the complaint .
  • the company can be promptly notified.
  • the function of gatekeeper is completely automated.
  • the system attaches the appropriate company policy relevant to the current grievance to the email. In another alternative embodiment of the present invention, the system attaches prior resolutions to similar grievances to the email
  • step 670 the counselor or attorney logs into the system, and will be able to arrive at the details of the complaint.
  • the counselor or attorney will then determine if the routing was proper. If the routing was proper then the sequence will proceed to step 680, where the counselor will begin researching the complaint. To assist the counselor links to various pieces of ancillary information from the company - HR manuals, procedures, etc. are provided.
  • step 690 the counselor will formulate replies and actions and begin handling the complaint.
  • the present invention will have a Log section in the complaint for the counselor to note actions, times- date, documents created, etc. Once the complaint is resolved, the sequence proceeds to step 700 and ends.
  • the present invention thus achieves an improved and reliable interactive Internet enabled third party human resources computer system by using an expert system to automate the human resources process.
  • the present invention handles employee grievances in a fair, neutral, and confidential manner.
  • the present invention automates the tracking and resolution of employee grievances consistent with company policy.
  • the present invention provides real time feedback to company management .

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  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Human Resources & Organizations (AREA)
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  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
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Abstract

Cette invention concerne un système informatique interactif avec intervention d'une tierce partie via Internet utilisé dans le secteur des ressources humaines et permettant à un employé de porter plainte selon une procédure automatique. L'employé qui veut porter plainte se connecte d'abord à une page d'accueil (620) gérée par une tierce partie et porte plainte. La présentation détaillée se fait selon un processus guidé (630). L'employé est appelé à répondre à une série de questions destinées à étayer sa plainte. La liste des questions et leur ordres répond à une dynamique selon laquelle les réponses faites aux questions précédentes servent à orienter ultérieurement la 'discussion'. La démarche se poursuit avec une analyse de la plainte dans son ensemble par le système : la plainte est rangée dans une catégorie et classée en fonction de la gravité (légère, grave, responsabilité juridique éventuellement engagée). A partir de la catégorie et du degré de gravité attribué à la plainte, le système détermine le type de personne (membre du service des ressources humaines, ou juriste) à informer (650). Enfin, le gestionnaire du système intervient et prend connaissance de la plainte par le détail. A ce stade (680), le gestionnaire du système aura consulté divers types de documents connexes utilisés dans l'entreprise manuels de gestion des ressources humaines, procédures en vigueur, etc., puis il formulera des réponses, définira des mesures et entreprendra de traiter ladite plainte (690).
PCT/US2000/027108 1999-10-01 2000-10-02 Systeme et technique informatique via internet faisant appel a une tierce partie en cas de plainte du personnel WO2001026025A1 (fr)

Priority Applications (5)

Application Number Priority Date Filing Date Title
EP00968563A EP1247236A4 (fr) 1999-10-01 2000-10-02 Systeme et technique informatique via internet faisant appel a une tierce partie en cas de plainte du personnel
GB0209166A GB2371903A (en) 1999-10-01 2000-10-02 Internet enabled third party human resources computer system and method
AU78456/00A AU7845600A (en) 1999-10-01 2000-10-02 Internet enabled third party human resources computer system and method
CA002386153A CA2386153A1 (fr) 1999-10-01 2000-10-02 Systeme et technique informatique via internet faisant appel a une tierce partie en cas de plainte du personnel
DE10085051T DE10085051T1 (de) 1999-10-01 2000-10-02 Internet-gestütztes, externes, für Personal bestimmtes Computersystem und Verfahren

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US15723699P 1999-10-01 1999-10-01
US60/157,236 1999-10-01

Publications (1)

Publication Number Publication Date
WO2001026025A1 true WO2001026025A1 (fr) 2001-04-12

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PCT/US2000/027108 WO2001026025A1 (fr) 1999-10-01 2000-10-02 Systeme et technique informatique via internet faisant appel a une tierce partie en cas de plainte du personnel

Country Status (6)

Country Link
EP (1) EP1247236A4 (fr)
AU (1) AU7845600A (fr)
CA (1) CA2386153A1 (fr)
DE (1) DE10085051T1 (fr)
GB (1) GB2371903A (fr)
WO (1) WO2001026025A1 (fr)

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5668953A (en) * 1995-02-22 1997-09-16 Sloo; Marshall Allan Method and apparatus for handling a complaint
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent
US5895450A (en) * 1995-02-22 1999-04-20 Sloo; Marshall A. Method and apparatus for handling complaints

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5668953A (en) * 1995-02-22 1997-09-16 Sloo; Marshall Allan Method and apparatus for handling a complaint
US5895450A (en) * 1995-02-22 1999-04-20 Sloo; Marshall A. Method and apparatus for handling complaints
US5884032A (en) * 1995-09-25 1999-03-16 The New Brunswick Telephone Company, Limited System for coordinating communications via customer contact channel changing system using call centre for setting up the call between customer and an available help agent

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP1247236A4 *

Also Published As

Publication number Publication date
EP1247236A4 (fr) 2003-07-09
AU7845600A (en) 2001-05-10
GB0209166D0 (en) 2002-05-29
DE10085051T1 (de) 2002-10-31
EP1247236A1 (fr) 2002-10-09
GB2371903A (en) 2002-08-07
CA2386153A1 (fr) 2001-04-12

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