Process tracking and defect detection

Abstract

A system monitors request processing operations and flags process defects (for example, a request that has become orphaned, stuck, or vanished from a processing queue.). The system uses knowledge of how a business process is expected to behave to how it is actually behaving to detect exception instances. The system can detect individual process instances behaving unexpectedly as well as patterns across instance sets. In some cases, the system maintains one set of information (for example, in a database) for requests that have been input to the system, and a second set of information for requests then being processed. The system may compare the two sets of information and identify differences between the sets of information.

What is claimed is: 
     
         1 . A method of managing information received by batch capture into a system, comprising:
 setting one or more untimeliness risk thresholds, wherein the untimeliness thresholds comprise criteria for when a batch is at risk for being untimely;   defining one or more untimeliness risk events, wherein at least one of the untimeliness risk events comprises meeting or exceeding at least one of the untimeliness risk thresholds;   monitoring, by a process tracking system implemented on one or more computer systems, inbound information received into a batch capture system by way of mail or facsimile transmission; and   sending, by the process tracking system, in response to detection of one or more of the untimeliness risk events, one or more alerts to one or more persons.   
     
     
         2 . The method of  claim 1 , further comprising tracing, for at least one document in a batch, processing of the batch from the time of scan or receipt of the document to release of a document image to a document management system. 
     
     
         3 . The method of  claim 1 , further comprising determining, for one or more batch processes for the inbound information, a length of time to a complete at least one of the one or more batch processes. 
     
     
         4 . The method of  claim 1 , further comprising determining, for one or more batch processes for the inbound information, a work completed or claimed by a staff to be complete of the one or more batch processes. 
     
     
         5 . The method of  claim 1 , further comprising determining, for one or more batch processes for the inbound information, a measure of timeliness for the one or more batch processes. 
     
     
         6 . The method of  claim 1 , further comprising determining, for one or more batch processes for the inbound information, arrival and completion volume for the one or more batch processes. 
     
     
         7 . The method of  claim 1 , further comprising displaying one or more key performance indicators for at least one batch process. 
     
     
         8 . The method of  claim 1 , further comprising performing at least one corrective action in response to an untimeliness risk event. 
     
     
         9 . A system, comprising:
 one or more computer systems configured to implement a process tracking system, wherein the process tracking system is configured to:   set one or more untimeliness risk thresholds, wherein the untimeliness thresholds comprise criteria for when a batch is at risk for being untimely;   define one or more untimeliness risk events, wherein at least one of the untimeliness risk events comprises meeting or exceeding at least one of the untimeliness risk thresholds;   monitor inbound information received into a batch capture system by way of mail or facsimile transmission; and   send, in response to detection of one or more of the untimeliness risk events, one or more alerts to one or more persons.   
     
     
         10 . The system of  claim 9 , wherein the process tracking system is configured to trace, for at least one document in a batch, processing of the batch from the time of scan or receipt of the document to release of a document image to a document management system. 
     
     
         11 . The system of  claim 9 , wherein the process tracking system is configured to determine, for one or more batch processes for the inbound information, a length of time to a complete at least one of the one or more batch processes. 
     
     
         12 . The system of  claim 9 , wherein the process tracking system is configured to determine, for one or more batch processes for the inbound information, a work completed or claimed by a staff to be complete the one or more batch processes. 
     
     
         13 . The system of  claim 9 , wherein the process tracking system is configured to determine, for one or more batch processes for the inbound information, a measure of timeliness for the one or more batch processes. 
     
     
         14 . The system of  claim 9 , wherein the process tracking system is configured to determine, for one or more batch processes for the inbound information, arrival and completion volume for the one or more batch processes. 
     
     
         15 . The system of  claim 9 , wherein the process tracking system is configured to display one or more key performance indicators for at least one batch process. 
     
     
         16 . The system of  claim 9 , wherein the process tracking system is configured to perform at least one corrective action in response to an untimeliness risk event. 
     
     
         17 . A tangible, computer readable medium comprising program instructions stored thereon, wherein the program instructions, when executed on one or more computers, cause the one or more computers to implement a process tracking system configured to:
 set one or more untimeliness risk thresholds, wherein the untimeliness thresholds comprise criteria for when a batch is at risk for being untimely;   define one or more untimeliness risk events, wherein at least one of the untimeliness risk events comprises meeting or exceeding at least one of the untimeliness risk thresholds;   monitor inbound information received into a batch capture system by way of mail or facsimile transmission; and   send in response to detection of one or more of the untimeliness risk events, one or more alerts to one or more persons.