WO2003007190A1 - Issue tracking system and method - Google Patents

Abstract

A system for processing issues (s101) comprising a system processor and at least one terminal coupled to the system processor through a network. A database is also coupled to the system processor. The terminal sends issue information (s118) through the network to the system processor, the issue information relating to an issue. The system processor stores the issue information in the database. The system processor also receives resolution information (s120) through the network, the resolution information relating to a resolution of the issue. The system processor stores the resolution information in the database. Upon request, the resolution information (s120) and issue information (s118) may be accessed by users of the system. Users may also enter follow-ups to resolutions (s122).

Description

ISSUE TRACKING SYSTEM AND METHOD

CROSS REFERENCE TO RELATED APPLICATIONS

This application claims priority to provisional application number

60/304,844, filed on July 12, 2001; the entirety of which is hereby incorporated

by reference.

BACKGROUND OP THE INVENTION

The present invention relates to a system and method for electronically

tracking problems and other issues, and in particular to a system and method

which manufacturers, field management, in-store merchandising specialists,

retailers and store personnel use a communication network to allow users to

submit and resolve in-store condition, merchandiser performance, product

display and product service-related issues.

The system and method will be described in relation to one of its possible

fields of use, namely, merchandising.

Manufacturers who sell their goods in retail stores desire effective

advertisement and placement of their goods on display for prospective customers.

The responsibility for displaying merchandise in retail stores often remains with a

merchandising specialist. As a result, manufacturers hire in-store merchandising companies to assemble and arrange the physical displays and layouts of their

products in retail stores. In-store merchandising companies also provide other

services such as product return management to facilitate the return of defective

or damaged products, or unsold overstock.

In-store merchandising companies often dispatch thousands of hired

specialists who attend to the product displays and stock conditions in stores.

These merchandising specialists are provided with the detailed instructions

needed to set up the displays and manage stock or point of sale materials.

Instructions change based on manufacturer's initiatives and product offerings in

store. Merchandising specialists must rely on the instructions to properly

configure displays, restock shelves, process returns, or conduct other

merchandising activities at retail store locations. Often these instructions very by

store location witJ in the same retail chain. The types of services these specialists

provide include initial setup, continued management of physical product displays,

introduction of new products to the public, and continued product display

support. In addition, product returns can be handled efficiently by

merchandising specialists, which results in financial savings for the manufacturers

who can pass the savings on to consumers.

Occasionally, problems arise which require immediate communication

among the in-store merchandising company, the manufacturer, the retailer, the

merchandising specialists, or with store employees. Examples of these problems

include damaged physical displays, late shipments of displays and/or products, problems with performance of services, missing or damaged items on display and

scheduling conflicts resulting in service specialists' inability to physically meet

store employees and management.

Products are typically shipped separately from the displays. Occasionally,

problems occur in that products are shipped late or do not arrive at correct

destinations. In addition to problems that arise, other issues may require

immediate communication among manufacturers, retailers, merchandising

specialists, store personnel or in-store merchandising companies. Examples of

such issues include situations when a store has recentiy become ready for a

particular display, changes in the physical location of a display within a store in

order to boost sales of a particular product and scheduling of meetings between

various personnel. For the sake of clarity, the terms "issue" and "problem" will

sometimes be used interchangeably throughout.

A variety of participants in the product chain need to communicate in-

store and product return issues or monitor related communications with each

other. Manufacturers, store managers, district managers (e.g. field management),

claims clerks, store department managers, product display supervisors, account

supervisors and merchandising specialists all have an interest in participating in

in-store and product return- related discourse. Often, information regarding the

status of products and issues needs to be made available to one or more of these

parties. Traditional communication methods are inefficient in that one person may be responsible for contacting all parties in the product chain and therefore

may repeat the same information several times.

Traditional methods of communication to identify and resolve

product-related problems and issues include telephone calls, written e-mails,

letters and in-person meetings. These traditional communication methods are

inefficient because they provide no wide-scale interactive tracking method to

monitor issue resolution agreements or actual completion of an agreed solution.

By using traditional communication methods, field supervisors waste time

monitoring their specialists' activities and communicating with specialists,

merchants and stores regarding an issue resolution. Occasionally, store personnel

incorrectly identify a problem where none exists and the product display

supervisors and merchandising specialists may waste hours discussing these non-

problems.

Prior art, Internet-based "help desk" applications are available and used

for problem determination and resolution. In share Internet-based help desks,

users log into a system, report a problem and then await resolution either by

telephone call, e-mail instructions or in-person support. However these

applications typically service a closed group of people, such as employees within

an institution. Additionally, no wide-scale Internet-based application is currently

available for manufacturers, stores and other interested parties regarding in-store

and product return services. It is desirable for stores requiring in-store or product return services to

communicate efficiently in order to resolve issues quickly and ensure effective use

of human resources. Rather than requiring one person or a small number of

people to repeat a problem or issue to a host of others, it is desirable that a

plurality of people communicate via a network and receive the same

communication first hand and substantially instantaneously. It is also desirable

to have an on-line resource whereby an unlimited number of users can log in and

enter, monitor or resolve the types of product-related problems and issues

discussed above.

It is further desirable to have a system and method whereby interested

parties are automatically notified via follow-up e-mail communications for issues

that are resolved, not completely resolved or could resurface in the future.

Ideally, staff of the provider ofthe system should not be required to send follow-

up communications manually to selected individuals or groups regarding any in-

store or product return-related issue. It is desired that users ofthe system enter

their own follow up requests independendy and that the follow-up

communications are triggered automatically thereafter.

A system is desired which provides information that immediately displays

graphically on a series of detailed field status reports what is happening with a

program on a national basis or in a single store. Manufacturers, retailers, store

personnel, field management, and product display specialists desire to use a

software application having the capability to receive and process up-to-tJie-minute action information detailing the individual status of every store

being serviced. It is desirable to have a system which implements real-time field

updating such that more stores get more of the attention they need faster. The

system should also be capable of utilizing any applicable medium of

communication that is either now in existence or yet to be developed, including

letter, phone, e-mail, voicemail, streaming video, graphics and so forth. Such a

system will allow merchandising programs to operate at peak efficiency thereby

increasing sales and customer satisfaction.

SUMMARY OF THE INVENTION

A system for processing issues comprising a system processor and at least

one terminal coupled to the system processor through a network. A database is

also coupled to the system processor. The terminal sends issue information

through the network to the system processor, the issue information relating to an

issue. The system processor stores the issue information in the database. The

system processor also receives resolution information through the network, the

resolution information relating to a resolution ofthe issue. The system processor

stores the resolution information in the database. Upon request, the resolution

information, issue information and fixture information may be accessed by users

of the system. Users may also enter follow-ups to resolutions. BRIEF DESCRIPTION OF THE DRAWINGS

For the purpose of illustrating the invention, there is shown in the

drawings a form which is presently preferred, it being understood, however, that

the invention is not limited to the precise arrangements and instrumentalities

shown.

Fig. 1 is a diagram of an example hardware arrangement for a an in-store

issue management system constructed in accordance with the principles ofthe

present invention.

Fig. 2 is a block diagram ofthe functional elements of site processors and

user terminals constructed in accordance with the principles ofthe present

invention.

Fig. 3 is a flow chart showing processes performed in the present

invention.

Fig. 4 is a flow chart showing the processes of adding, resolving and

adding follow-up issues.

Fig. 5 is an example of a display screen through which a user navigates

within a web site constructed in accordance with the principles ofthe present

invention.

Fig. 6 is an example of a new issue addition user terminal display screen

from which a user adds a new issue.

Fig. 7 is an example of a user terminal display screen from which a user

indicates details corresponding to an added issue. Fig. 8 is an example of a user terminal display screen confirming that a

user has successfully entered a new issue.

Fig. 9 is an example of a user terminal display screen through which a user

selects and enters specific criteria to generate reports, resolutions, and follow-ups.

Fig. 10 is an example of an issue detail user terminal display screen.

Fig. 11 is an example of a user terminal display screen through which a

user enters information for in-store issue resolutions.

Fig. 12 is an example of a user terminal display screen confirming that a

user has successfully entered an in-store issue resolution.

Fig. 13 is an example of a user terminal display screen through which a

user enters information for in-store issue follow-ups.

Fig. 14 is an example of a user terminal display screen confirming that a

user has successfully entered an in-store issue follow-up.

Fig. 15 is an example of a user terminal display screen showing statistics

regarding the number of in-store issues corresponding to one or more search

criteria.

Fig. 16 is an example of a user terminal display screen through which a

user enters store fixture assessments.

Fig. 17 is an example of a user terminal display screen showing the results

of a fixture report.

Fig. 18 is an example of an issue activity report produced in accordance

with the invention. Fig. 19 is an example of a retail issues tracking report produced in

accordance with the invention.

Fig. 20 is an example of a store lookup query screen which may be used in

accordance with the invention.

DETAILED DESCRIPTION OF THE INVENTION

As used herein, the term "web site" refers to a related set of files which

are maintained in one or more "web servers" and which, when transmitted to a

user terminal, cause the user terminal to display and/or execute programmatic

operations corresponding to the data contained in the files. Typically, the files

comprising the web site are prepared using one or more of a combination of

Hypertext Mark- Up Language (HTML), Extendable Mark- Up Language

(XML), Java Applets, ActiveX programs, Standard Generalized Mark-Up

Language (SGML) files and the like. Web site files are typically transmitted to

the user terminal using one or more protocols such as the Hypertext Transfer

Protocol (HTTP) under the Transmission Control Protocol/Internet Protocol

(TCP/IP) suite of communication protocols.

Also as used herein, the term "browser" refers to an application program

residing and executing on the user terminal which functions as an HTTP client,

sending requests to web servers for web site files. The requests are typically sent

in the form of a Uniform Resource Locator (URL) or by selecting a hypertext

link presented on the user terminal display. The browser functions to format the file and/or data received from the web server and format the received files

and/or data in the manner described therein, displaying the same on the user

terminal. Examples of browser programs include MICROSOFT INTERNET

EXPLORER and NETSCAPE COMMUNICATOR.

As used herein, the term "link" refers to a selectable connection from one

or more words, pictures or other information objects to others in which the

selectable connection is presented within the web browser. The information

object can include sound and/or motion video. Selection is typically made by

"clicking" on the link using an input device such as a mouse, track ball and the

like. Of course, one of ordinary skill in the art will appreciate that any method by

which an object presented on the screen can be selected is sufficient.

Also as used herein, the term "manufacturer" refers to a person or group

of people who produce and/or distribute products to be sold in retail stores.

Manufacturers or retailers are typically the parties who contract the services of

"in-store merchandising companies."

As used herein, the term "in-store merchandising company" refers to

entities who provide services which preferably include assembling and arranging

the physical displays and layouts of a manufacturer's products, product stocking,

cut-ins, returns, inventories, and data collection. In-store merchandising

companies hire "merchandising specialists" defined herein as individuals who are

supervised and trained by "field management" to control product display

assemblies and related product issues and problems. Also as used herein, the term "store chain" refers to a retail store company

name. The store chain typically comprises more than one physical store location.

As used herein, the term "store number" refers to the physical store that is

owned by its corresponding store chain. For example, K-MART is an example of

a store chain and K-MART Store 113 is an example of a store number.

As used herein, the term "store personnel" refers to employees and

managers of retail stores who offer manufacturer's products for sale. Store

personnel typically work with merchandising specialists in the implementation

and management of product displays and in-store issues.

As used herein, the term "retailer" refers to a representative or

representatives of store chain headquarters or management.

Also as used herein, "fixtures" are defined as the physical structures and

accessories used in product displays, which contain the product and the

advertisements therefor.

Referring now to the drawings figures in which like reference numerals

refer to like elements, there is shown in Fig. 1 a diagram of an example issue

tracking system constructed in accordance with the principles ofthe present

invention and designated generally as product display or in-store issue tracking

system 2. In-store issue tracking system 2 is preferably comprised of one or more

site/system processors 4 coupled to one or more user terminals 6 across

communication network 8. Site processor 4 preferably includes all databases 5 necessary to support

the present invention. However, it is contemplated that site processor 4 can

access any required databases via communication network 8 or any other

communication network to which site processor 4 may be coupled. If separate,

site processor 4 can communicate with database 5 using any known

communication method including a direct serial or parallel interface, or via a

local or wide area network.

User terminals 6 communicate with site processors 4 using data

connections 9, which are respectively coupled to communication network 8.

Communication network 8 can be any communication network, but is typically

the Internet or some other global computer network. Data connections 9 can be

any known arrangement for accessing communication network 8 such as dial-up

serial line interface protocol/point-to-point protocol (SLIP/PPP), integrated

services digital network (ISDN), dedicated leased-line service, broadband (cable)

access, frame relay, digital subscriber line (DSL), asynchronous transfer mode

(ATM) or other access techniques.

User terminals 6 have the ability to send and receive data across

communication network 8, and are equipped with web browsers to display the

received data on display devices incorporated therewith. By way of example, user

terminals 6 may be personal computers such as Intel Pentium-class computers or

Apple Macintosh computers, but are not limited to such computers. Other

terminals which can communicate over a global computer network such as palmtop computers, personal digital assistants (PDAs) and mass-marketed

Internet access devices such as WebTV can be used.

In addition, the hardware arrangement ofthe present invention is not

limited to devices, which are physically wired to communication network 8. It is

contemplated that wireless devices using a wireless application protocol (WAP)

can intemperate with site processors 4 using wireless data communication

connections.

In addition to computer-related methods to access the system, parties

who are not able to access the in-store issue tracking system 2 via a computer or

related device including, for example, a hand-held device (e.g. a PDA), can write

physical letters 10, send e-mails, voice mails, or make telephone calls 11 to the

in-store merchandising company and report in-store related issues therefor.

Once the letter 10 and/or telephone call 11 is received, data- entry personnel for

the in-store merchandising company can make the necessary entries into site

processor 4.

According to the present invention, user terminal 6 provides user access

to site processors 4 for the purpose of receiving and providing in-store-related

issue tracking. The specific functionality provided by in-store issue tracking

system 2, and in particular site processors 4, is described in detail below.

In-store issue tracking system 2 employs software, which controls in-

store-related issue tracking management functions. This software preferably

resides on one or more site processors 4. One ofthe functions performed by site processor 4 is that of operating as a web server and a web site host. Site

processors 4 typically communicate with communication network 8 across a

permanent i.e., unswitched data connection 9. Permanent connectivity ensures

that access to site processors 4 is always available.

As shown in Fig. 2 the functional elements of each site processor 4 and

user terminal preferably include one or more central processing units (CPU) 12

used to execute software code in order to control the operation of site processor

4, read only memory (ROM) 14, random access memory (RAM) 16, one or

more network interfaces 18 to transmit and receive data to and from other

computing devices across a communication network, storage devices 20 such as a

hard disk drive, floppy disk drive, tape drive, CD-ROM or DVD drive for storing

program code, databases and application code, one or more input devices 22

such as a keyboard, mouse, track ball and the like, and a display 24.

The various components of site processor 4 need not be physically

contained within the same chasse or even located in a single location. For

example, as explained above with respect to databases which can reside on

storage device 20, storage device 20 may be located at a site which is remote

from the remaining elements of site processors 4, and may even be connected to

CPU 12 across communication network 8 via network interface 18.

In user terminals 6, not all elements 12-24 need be present. Further, the

capacities of the various elements are arranged to accommodate the expected

user demand. For example, CPU 12 in user terminal 6 may be of a smaller capacity than CPU 12 as present in site processor 4. Similarly, it is likely that site

processor 4 will include storage devices 20 of a much higher capacity than

storage devices 20 present in user terminal 6. Of course, one of ordinary skill in

the art will understand that the capacities ofthe functional elements can be

adjusted as needed.

The nature of the present invention is such that one skilled in the art of

writing computer executed code (software) can implement the described

functions using one or more or a combination of a popular computer

programming language including but not limited to C++, Visual Basic, Java,

ActiveX, HTML, and web application development environments.

As used herein, references to displaying data on user terminal 6 refer to

the process of communicating data to the terminal across communication

network 8 and processing the data such that the data can be viewed on the

terminals display 24 using a web browser or the like. The display screen on

terminals 6 present areas within in-store issue tracking system 2 such that a user

can proceed from area to area within the in-store issue tracking system 2 by

selecting a desired link. Therefore, each user's experience with in-store issue

tracking system 2 will be based on the order with which they progress through

the display screens. In other words, because the system is not completely

hierarchical in its arrangement of display screens, users can proceed from area to

area without the need to backtrack through a series of display screens. For that

reason, unless stated otherwise, the following discussion is not intended to represent any sequential operation steps, but rather to describe the components

of in-store issue tracking system 2 without specifying any particular sequence in

which the display screens must be displayed.

Although the present invention is described by way of example herein in

terms of a web-based system using web browsers and a web site server (site

processor 4), in-store issue tracking system 2 is not limited to that particular

configuration. In-store issue tracking system 2 can be arranged such that user

terminal 6 can communicate with, and display data received from, site processor

4 using any known communication and display method. For example,

communication could be through using a non- Internet browser Windows viewer

coupled with a local area network protocol such as the Internetwork Packet

Exchange (IPX). Any suitable operating system can be used on user terminal 6,

for example, any version of Windows, MAC OS, LINUX or any suitable PDA or

palm computer operating system.

In-store issue tracking system 2 provides a comprehensive, yet easy to use,

web site from which users can navigate to receive or provide information relating

to problems or issues on product displays, product display services or product

display products.

Access to the various functions provided by in-store issue tracking system

2 are explained with reference to Fig. 3. The services provided by in-store issue

tracking system 2 are preferably arranged as a web site through which the user

selects choices and functions. Initially, a user accesses the web site provided by site processor 4 by entering a URL corresponding to the network address ofthe

web site.

A determination is then made as to whether a user seeking to utilize in-

store issue tracking system 2 is registered at step S100. This determination is

preferably made by site processor 4 by accepting log-in information from user

terminal 6 corresponding to the user's I.D. and password. Preferably, in-store

issue tracking system 2 is arranged such that the user is not able to access the in-

store issue tracking system if the user is not registered.

If the user's registration is authenticated, the user is presented (step S101)

with a main menu display screen 25 as shown in Fig. 5. The example of in-store

issue main menu display screen 25 substantially as shown in Fig. 5 is preferably

comprised of one or more graphic controls including, but not limited to, title

bars, labels, text input areas, radio and push buttons. Of course, other design

layouts can be fashioned using other types of graphic display controls known to

those skilled in the art.

When selecting the graphic controls in in-store issue main menu display

screen 25, content corresponding to the selections is caused to be displayed in

another web page. In-store issue main menu display screen 25 is preferably

presented in the case where the user has not selected a particular function such as

occurs when a user terminal receives the initial display screen data from site

processor 4. The main menu enables the user to make selections, which carry out the

functions of in-store issue tracking system 2. The user is initially prompted as to

whether he wants: 1) issue data; 2) a report; or 3) view issue tracking summary -

data. Each of these choices are discussed in detail.

As shown in Fig. 5, main menu display screen 25 includes an issue report

area 26 which in turn, preferably includes options relating to issues status reports,

statistic reports, activity reports and to generate tracking reports for store fixtures

and retailer issues. An issue action area 28 provides options to generate new

issues, resolve existing issues, and schedule follow-ups to existing issues.

Regardless ofthe selection made, the user invokes his choice by clicking on next

button 30. Once the user presses next button 30, content corresponding to the

selected control is caused to be displayed in another web page.

Product display issues relate to concerns or problems regarding the

placement and display of manufacturers' goods that are advertised and on sale in

stores. Product displays often comprise fixtures, which are the physical structures

and accessories containing the product and the advertisements.

Examples of in-store issues include defects in fixtures, incorrect

installations of fixtures, product shipment errors, merchandising specialist

performance problems, store readiness and product returns. In-store issues

usually require communication among manufacturers, in-store-merchandising

companies, merchandising specialists and store personnel for a successful

resolution to the issue. Issue action area 28 preferably contains graphic controls whereby users are

able to perform data entry and data editing operations for new issues and existing

issues. When a user selects a choice to generate a new issue within issue action

area 28, he is preferably prompted to enter new product display issues via two

display screens on user terminal 6 as shown in Fig. 6 and Fig. 7.

As shown in Fig. 6, an issue entry screen 32 is presented where the user is

prompted to enter new issue data for a client (e.g. manufacturer) 34, a site (e.g.

stove chain) 36, a store number 38, and source 40. .Although issue entry screen

32 relates to a standard issue, the same fields may also be used for a fixture or.

retailer issue. Source 40 refers to the person who has contacted system 2

regarding an issue. Examples of source 40 include score manger, client, district

manager, merchandiser, claims clerk, department manager, in-store

merchandising headquarters, and retail headquarters. Such a list: of sources is not-

exhaustive an system 2 allows for a user to add additional issue titles on-line

without the need for a costly programmer.

Whe the user has completed inputting new issue data in issue ex-try

screen 32, he can. click next button 46 to proceed to a second issue data entry

screen 56 as shown in Fig. 7. If the user decides not to complete the new issue

data entry in issue display screen 32, he can click his mouse or other pointing

device on cancel button 48. By eliciting cancel button 48 site processor 4 is

instructed to cancel die new issue entry operation and the user is preferably /

presented in-store issue main menu display screen 25. A clear button 47, allows

the user to clear data entered into issue entry screen 32.

Should the user click on next button 46 in issue display screen 32 and

erroneously omit one or more new issue entry data elements as shown in Fig. 6,

he is preferably presented with a message indicating that these omitted data

elements must be entered in order to proceed with the operation. Further, the

user is preferably prompted to return to complete data entry in issue entry screen

32.

Once the user has successfully completed entering new issue data

elements in issue display screen 32 and clicks next button 46, the user is

preferably prompted to type additional details as displayed in Fig. 7. Display

areas 50 and 52 of second issue data entry screen 56 preferably show data

entered during the previous step of data entry in first issue data entry screen 32

shown in Fig. 6. Display areas 50, 52 afford the user the opportunity to review

data entry already entered.

For example, display area 50 shows the store chain, client and store

number . Display area 52 shows store information including the name, address,

district, telephone number and status ofthe store. Display area 52 is comprised

of specific data elements entered during initial entry (not shown) ofthe store

number in database 5 of in-store issue traclting system 2 and is retrieved from

database 5 based on the store number entered by the user. Issue detail action area 54 as shown in Fig. 7 enables the user to enter

particular information pertaining to the in-store-related issue. The user is

prompted to enter an issue type 44, an issue code 58, a priority weight value 60,

a contact person 62, report person 63,and a free-text description ofthe in-store

issue 64. Issue type 44 provides for a categorization of the type of in-store issues

being reported. Examples of issue type 44 include fixture, manufacturer, returns,

graphic, retailers, space reports, stock reports, and store status. These choices

represent the types of in-store issues encountered by manufacturers, in-store

merchandising companies, merchandising specialists, store personnel and the like.

Issue code 58 preferably depends upon the value entered in issue type 44 on

issue display screen 32. Each issue type 44 has a corresponding set of codes 58

stored in database 5. For example, an issue type 44 with a value "fixture" may

produce selection examples in a drop-down menu in issue code 58 such as

installation, video fixture or other. Alternatively, if the value "merchandiser" was

entered in issue type 44, code 58 may include choices for no show, visit or void.

In addition to issue codes, the user is prompted to enter a priority value of

normal to high to indicate a relative severity ofthe issue, thereby defining the

speed at which the selected issue requires resolution. Based on this priority, a

timer in system 2 assigns a resolution deadline and optionally generates

automated reminders (e.g. e-mails) as appropriate. When an issue is first entered,

its status 74 is considered "active". When the issue is resolved, its status 74 is

considered "resolved" . If the issue is not resolved, upon expiration ofthe resolution deadline, the issue status is changed from "active" to "exception" .

When the status of an issue changes to "exception" , an e-mail is generated to

notify applicable individuals listed in database 5.

The user also enters a summary ofthe issue in issue description area 64.

As shown in Fig. 7, the user is prompted to enter one or more e-mail

addresses of additional recipients 66 (which may be in addition to those included

in a system address book) who the user would like to receive e-mail notification

ofthe in-store-related issue. The recipients ofthe e-mail notice include those

entered by the user in e-mail recipients 66, and other recipients who receive

automatic e-mail notifications according to default parameters programmed

within in-store issue tracking system 2 and stored in database 5. Examples of

additional e-mail recipients include supervisors of merchandising specialists and

system administrators. The user may optionally also send to a voice mail to a

desired individual with details relating to the issue.

Merchandising specialists may have supervisors who oversee and assign

activities. When in-store issues are entered into in-store issue tracking system 2,

such supervisors are preferably automatically notified ofthe issue details.

Additionally, personnel responsible for software and hardware

maintenance of in-store issue tracking system 2 may receive automatic e-mail

notifications for record keeping of the performance of in-store issue tracking

system 2. Although manual e-mail notification is described above for the case where

the user enters the e-mail addresses of those who are to receive notification, it is

further contemplated that a fully automatic e-mail notification function can be

used. Such a fully automatic e-mail function is implemented by linking the e-

mail addresses of designated personnel with associated records in database 5, e.g.

site (chain), store, client (manufacturer), etc.

As one of skill in the art would understand, each data element in the

database is categorized and stored in one of a number of fields. For example,

supervisors Zachary Aaron and Joseph Smith are stored in a personnel data

element table and are categorized under a Supervisor Name field. Similarly, store

numbers 1234 and 5678 are stored in an issue data elements table for individual

stores and are categorized under a Store Number field.

Fields which include the same data in different database tables are

considered "linked". For example, the database table storing personnel data

might include the supervisor's name, contact information, direct reports, and

chain and store numbers for which the supervisor is responsible. An issue data

database table might also include fields, which identify the chain and store

number corresponding to the issue. The chain and store number fields in the

personnel database table and the chain and store numbers in the issue database

table include the same data and are therefore linked fields.

For example, a supervisor's e-mail address can be found by searching the

personnel data using a data element in a linking field, for example the chain and store number, corresponding to the issue data. In this manner, a supervisor's

data record is linked to a set of stores witiiin a region such that the supervisor is

alerted any time a new issue is opened, or when an issue is resolved or followed-

up for stores in the supervisor's region. As another non-limiting example,

database records can be linked such that an executive ofthe merchandising

company (this may include a retailer or manufacturer) receives a notification each

time a new issue is opened, or when an issue is resolved or followed-up involving

any of the manufacturer's products including systematic status rollover when an

automatic e-mail is sent.

Upon completion of data entry in issue detail action area 54 and e-mail

recipients area 66, the user is preferably prompted to click her pointing device on

save button 68. Selecting save button 68 enters the issue into the database on

site processor 4 and instructs site processor 4 to generate issue entry

confirmation display screen 70 as shown in Fig. 8. By clicking save button 68

the in-store issue traclting system additionally instructs site processor 4 to

automatically generate certain issue data corresponding to the newly entered

issue. Alternatively, the user may click on cancel button 69 to cancel the issue or

clear button 71 to clear the data in issue detail area 54. Referring to Fig. 8,

examples of automatically generated issue data by site processor 4 include an

issue number 73. Issue number 73 is preferably a unique alphanumeric string

which identifies the issue and enables users to locate and continue data

processing for existing issues. Fig. 8 shows an example of issue entry confirmation display screen 70.

Once a new issue has been submitted, the user is notified via e-mail confirmation

area 72 that an automatic e-mail notification has been sent. Clearly the e-mail

may first be stored for some period of time before it is sent. Issue entry

confirmation display area 75 includes an issue number 73 an issue type 44 and an

indication 77 to whom notification e-mails were sent. The information in display

area 75 provides the user with reference information for future use. The user is

prompted to input additional issues or return to main menu display screen 25 via

an Add New Issue button 78 and a Home button 79, respectively.

In summary, referring to Fig. 4, when the user selects the option of

entering a new issue at step SI 18, he is instructed to enter the appropriate

information at step SI 32 (Figs. 6 and 7). Once the information is confirmed,

the user clicks on yes button 68 (Fig. 7) and the issue is entered at step S134.

Applicable e-mails are sent at step SI 36 and a confirmation (Fig. 8) is displayed

to the user at step SI 38.

Referring again to Fig. 5, once an issue is entered into system 2, a user

may desire to resolve or follow up on that issue. Clicking on either "Resolution

to an issue" or "Follow up on an issue" in issue action area 28, produces issue

retrieval display screen 80. Fig. 9 shows an example of issue retrieval display screen 80. Issue retrieval

display screen 80 facilitates a preferred method for retrieving specific issues for

review and modification from in-store issue tracking system 2. Issue data which

were entered in issue display screen, 32 and issue display screen 56 and stored in

database 5 are represented in issue retrieval display screen 80 and the same data

elements are utilized for retrieving specific issues from in-store issue traclting

system 2. The issue retrieval data elements in issue retrieval display screen 80

preferably are criteria for selection processes, and do not modify the database in

any way.

Preferably, a user is prompted via issue retrieval display screen 80 to

submit selection criteria to invoke a querying process on site processor 4 and

retrieve in-store-related issues which meet the entered specification criteria.

Examples of selection criteria include text 81, title 82, date range 84, geographic

region value 86, district value 88, status ofthe issue 90, store chain 92,

merchandiser name 94, user I.D. 96 ofthe person using in-store issue tracking

system 92, issue number 98, merchandiser number 100 and individual store

number 102. User I.D. 96 corresponds to the personal identification code the

user entered when logging into in-store issue tracking system 2. Date range 84

refers to a first date and last date to retrieve issues which were entered during the

given time period. Geographic region 86 represents regions within the world

where stores are located. Issue retrieval display screen 80 is preferably designed such that the user

enters one or a combination of data entry elements as shown in Fig. 9 to provide

for as broad or narrow a search for specific in-store issues as desired. The user

clicks on corresponding check boxes to indicate to site processor 4 the one or

more criterion the user wishes site processor 4 to use for the retrieval query. The

user is preferably prompted to click on a next button 103 after boxes

corresponding to selection criteria have been selected. By clicking on next

button 103, site processor 4 is instructed to invoke the query retrieval process

and the user is thereafter able to review the results generated by site processor 4.

For example, a user can retrieve issues determined by selecting a specific store

during a specific date range with a specific status and entered by a specific user.

This produces a small subset of in-store issues.

Conversely, a user can retrieve all issues from a wide date range, for

example every issue for all stores for all manufacturers for the current year. This

produces a large subset of in-store issues. After the user clicks next button 103,

he can review the results generated by the issue retrieval query process. An

example of a display screen resulting from the issue retrieval query process is

shown in Fig. 10.

Fig. 10 shows an example of an issue report display screen 104. The data

displayed in issue report display screen 104 is based on the data retrieved in

accordance with the search parameters entered in an issue retrieval display screen

80. The user is able to review specific issue description data in issue description area 106, resolutions to specific issues in a resolution display area 108 and the

user can review any follow-up communication to issues in follow-up display area

110. The user may also be given the option of deleting displayed issues.

If a user desires to view more detail or make modifications to an issue

displayed in in-store issue report screen 104, the user may click on issue number

112. Issue number 112 refers to the issue number 73, automatically generated

by site processor 4 upon entering a new issue. Issue number 112 is preferably an

active hyperlink which, when selected, instructs site processor 4 to generate

display screens corresponding to the specific selected issue.

Fig. 11 represents an example of issue resolution entry screen 114 as

preferably displayed on user terminal 6 when the user desires to resolve an issue.

Issue resolution entry screen 114 is generated when 1) the user clicks on issue

number 112 and 2) the selected issue has not yet been resolved. Issue resolution

entry screen 114 affords the user an opportunity to resolve an otherwise

unresolved active issue. Issues that are entered into in-store issue tracking system

2 are effectively unresolved until further action is taken upon them. By retrieving

the issue substantially as shown in issue retrieval display screen 80 and then

clicking on issue number 112 in issue report display screen 104, a user can take

further action on issues and provide resolution information. Issue resolution

entry screen 114 affords users the opportunity to resolve active in-store-related

issues. Issue resolution entry screen 114 includes issue display area 116 which

provides details including issue number, issue type, client, store and address,

status, chain and code ofthe in-store-related issue. Issue resolution entry screen

114 also comprises issue resolution action area 118 from which the user enters

issue resolution data for the selected in-store-related issue. Examples of

resolution data the user can enter include the person who called the store 160,

date 162, store contact 164 , the action agreed to be taken 166, the and the

actual resolution 168 . The user may send e-mails regarding the resolution to

additional recipients in field 165.

The user may also add a follow up by clicking on button 177 and entering

data in follow up screen 128 discussed below. Once the user inputs resolution

data elements in the issue resolution screen 114, the user selects save button 120,

which enters the in-store issue resolution data in the database of in-store issue

tracking system 2. Alternatively, the user may use cancel button 121 or clear

button 123. The user will thereafter be presented with a resolution confirmation

screen similar to that shown in Fig. 12.

As shown in Fig. 12, in-store issue resolution screen 122 closely resembles

issue entry confirmation screen 70 (Fig. 8) in that the user is notified of a

successful resolution entry to a specific issue. The user is presented with issue

display area 124, which provides an indication that the issue has been resolved.

The user is prompted with the option to input another in-store issue resolution via input another resolution button 126, and prompted the option in return to

the main menu with button 79.

In summary, referring to Fig. 4, when the user selects the option of

resolving an issue at step S120 he is instructed to enter the appropriate criteria at

step SI 14 (Fig. 9). He is then presented with issue report display screen 104

(Fig. 10) at step S116. The user picks one ofthe displayed issues and enters

resolution data (Fig. 11) at step S142. He confirms the resolution data by

cUcking the yes button 120 at step S144. Thereafter, he receives a confirmation

(Fig. 12) at step S146.

Fig. 13 shows an example of a in-store issue follow-up screen 128 as

preferably displayed on user terminal 6. Follow-up screen 128 is generated when

1) the user clicks on issue number 112 (Fig. 10) and 2) the selected issue has

been resolved OR when the user clicks on follow-up button 177 in Fig. 11.

Follow-up communications can be documented for issues that have been entered

and resolved in in-store issue tracking system 2. Users may desire to have

continuing communications regarding issues that could potentially return,

despite being resolved. Upon following-up specific issues, users document

follow-up communications via in-store issue follow-up screen 128.

Issue follow-up screen 128 preferably includes issue display area 130

which provides details including issue number, original entry date ofthe issue

and in-store issue text originally entered in issue description 64 (Fig. 7). A

second issue display area 132 is also provided within issue follow-up screen 128 which displays substantially the same data elements previously entered in issue

resolution action area 118 (Fig. 11). Included in issue display area 132 is the

name ofthe person who called the store, the date ofthe call, the merchandiser,

the action to be taken, the date the action is to be completed and whether the

issue has been resolved. Issue follow-up screen 128 also comprises issue follow-

up action area 134 from which the user enters the store contact 190, i.e., the

person who was contacted at the store, and a confirmation 192 to confirm that

the follow-up took place. The date ofthe follow-up is displayed at 194. Any

follow-up text is entered at 195. The user is also preferably prompted to proceed

by clicking next button 135 to enter the issue follow-up into the database of in-

store issue tracking system 2 or to cancel by clicking button 196.

Fig. 14 represents an example of in-store issue follow-up confirmation

screen 136. Issue follow-up confirmation screen 136 closely resembles issue

resolution confirmation screen 122 (Fig. 12). An issue display area 138 of issue

follow-up confirmation screen 136 indicates the issue number, the user who

modified the issue and the date ofthe modification. The user is prompted to

input another follow-up to an in-store issue by input another follow-up button

140 or to return to the main menu with button 79. If the user clicks on input

another follow-up button 140, he is preferably presented with issue retrieval

entry screen 80 again.

In all three cases, whether the user is entering a new issue, resolving an

existing issue, or entering a follow-up communication to an existing issue, the user is preferably presented with a confirmation screen, which indicates that he

has successfully completed the operation. Additionally, e-mail notifications are

preferably transmitted to appropriate parties, for example supervisors, notifying

them of a new issue, a resolution to an issue or a follow-up to an existing issue.

Thereafter, the user is preferably presented with in-store issue tracking main 25

menu display screen for further in-store issue processing.

Referring again to Figs. 3 and 5, the present invention includes three

exemplary summary reports for in-store issues. Of course, additional reports can

be added or reports currently available can be modified or removed as needed.

The report choices include reports which, when selected, provide in-store

issue status, issue statistics or issue activity. Selecting issue status report causes

site processor 4 to branch to step S108 and produce a detailed report showing

details of a particular issue. The details include store name, merchandiser, issue

date, and issue description. Additional details in the issue status report include

descriptions of resolutions to an issue and follow-up communications regarding

an issue, where appropriate.

The issue statistics report step SI 10 provides statistics relating to various

issue types, compared with a larger group of issues. For example, a report may

show the percentage of all issues for product returns or problems with fixtures

with respect to all issues for a particular manufacturer, store, etc.

Fig. 15 represents an example of an issue statistics report 146. If a user

desires to view statistics of issue types, he preferably selects the statistics report choice from issue report area 26 in in-store issue main menu display screen 25.

The user is preferably presented with issue retrieval display screen 80 (Fig. 9)

whose search criteria are substantially the same as those described above. The

user enters selection criterion and clicks next button 103 to instruct site

processor 4 to generate a report of issue percentages.

Statistics report 146 is comprised of report area 148 which includes the

number of product display issues and the percentage that each of those product

display issues represent ofthe total number of issues. For example statistics

report 146 shows the percentages of fixture, merchandiser, return, store status

and programmatic software application issues compared with the total number of

a selected subset of issues. This report is helpful to identify percentages of

issue-types to total issues for store chains, manufacturers or individual stores.

The user is preferably prompted to click on main menu button 150 to be

presented with in-store issue main menu 25.

As shown in Fig. 18, issue activity report step SI 12 provides a summary of

issue related data. The summary may be based on a desired date range and may

include, for example, the issue source, region, district, status ofthe issue, chain,

client, user, issue number, merchandiser number, or store number. When the

user selects issue status report, issue statistics report or issue activity report, he is

presented thereafter with an issue retrieval display screen 80 (Fig. 9). The issue

retrieval display screen enables the user to enter selection criteria and sends

instructions to site processor 4 to query the database residing on site processor 4 to retrieve in-store-related issues based upon the selection criteria. The system

offers error protection in that the user is notified if invalid data are entered in the

issue retrieval display screen and is preferably prompted to reenter the selection

criteria. The user is preferably presented with report output at step SI 16 in the

case where the selection criteria has been properly entered.

As still another alternative to generating reports and entering in-

store-related issues, in-store issue tracking system 2 provides a mechanism for

tracking at least one category of issue types. Categories include, for example

store fixtures and retailer issues.

Referring again to Fig. 5, if a user selects the store fixtures report option,

control branches to step S124, and the user is presented with a fixture assessment

criteria screen 142 shown in Fig. 16. Fixture assessment criteria screen prompts

the user to enter one or more criterion including the retailer name 141, store

number 143 and the client name 147 pertaining to the product display fixtures

that the user wishes to review. Additionally, the user is prompted to make a

selection regarding current fixture assessments or a history of fixture assessments

for a given store chain, store number and manufacturer. The user is further able

to enter reports, which include or exclude a selected fixture type or description.

The reports may be sorted by any criteria selected by the user including sorting

by fixture type or description. The user is preferably prompted to click on a

button 145 to instruct site processor 4 to generate the fixture assessment report output screen (step SI 30). An example of a fixture assessment display screen is

shown in Fig. 17.

Referring again to Fig. 5, if the user selects tracking retailer issues, control

branches to step S126 and site processor 4 is instructed to retrieve in-store issues

specifically related to retailers. For example, when selecting retailer issues, the

user is preferably presented with an issue retrieval display screen 80 (Fig. 9)

substantially similar to that as discussed above. The user is prompted to enter

one or more criterion, including a title ofthe person who entered the in-store

issue, an issue type, an issue code, a range of dates for specific retailer issues, a

geographic region for stores, the district for the retailer product type and display

issues, the store name, the user I.D., or the store number. The user is prompted

to click on a button to transmit retailer report selection criterion to site processor

4 to generate the report output which is provided to user terminal 4 at step SI 30

and is shown in Fig. 19.

Fig. 20 shows an example of a store lookup query screen 200. Query

screen 200 allows a user to ascertain the store number of a store using one of

many field entries as shown in the figure. For example, the user may enter the

chain number 202, chain description 204, store number 206, store name 208,

address 210, city 212, state 214, or zip code 216. The user then clicks on next

button 218 to confirm his entry, cancel button 220 to cancel the query, or clear

button 222 to clear data in query 200. Once equipped with the store number,

the user may more easily run reports. It is noted that while the present invention is described in terms of

product-related issues, the invention is not so limited. The invention can be

easUy modified to provide on-line, real-time issue resolution tracking for a variety

of industries and appHcations in which disparate users are able to enter, resolve

and foUow-up issues.

The present invention advantageously provides a comprehensive network-

based faciUty which aUows a variety of participants in the product chain to

communicate in-store and product return issues with each other using a simple

web browser interface. A pluraUty of users receive the same communication

firsthand and substantiaUy instantaneously. AdditionaUy, an unlimited number of

users can log in and enter, monitor or resolve the types of product-related issues

discussed herein Umited only by the capacities of communication network 8 and

site processor 4.

The present invention advantageously functions to automaticaUy notify via

foUow-up e-maU, issues which are entered, resolved or foUowed-up. Users ofthe

system can enter their own requests independently and e-maU communications

are triggered automatically without the need for system-provider personnel

intervention. The invention therefore aUows merchandising programs to operate

at peak efficiency, producing a high commercial gain, high customer satisfaction

and a successful return on investment.

Although the present invention has been described in relation to

particular embodiments thereof, many other variations and modifications and other uses wiU become apparent to those sltiUed in the art. It is preferred,

therefore, that the present invention be limited not by the specific disclosure

herein, but only by the appended claims.

Claims

WHAT IS CLAIMED IS:

1. A method for processing issues in a system including a site

processor coupled to at least one terminal through a network, the method

comprising:

receiving issue information relating to an issue;

storing the issue information relating to the issue in a database;

receiving resolution information through the network, the resolution

information relating to a resolution ofthe issue; and

storing the resolution information in the database.

2. The method as recited in claim 1, further comprising:

receiving a request by a user through the network to review the issue

information; and

providing at least part ofthe issue information to the user.

3. The method as recited in claim 1, further comprising :

receiving foUow-up information relating to a foUow-up ofthe resolution;

and

storing the foUow-up information in the database.

4. The method as recited in claim 1, wherein upon receiving the issue

information, the method further comprises automaticaUy sending at least a portion of the issue information to a predetermined individual.

5. The method as recited in claim 4, wherein the automaticaUy

sending is performed by one of sending an electronic maU and a voice maU.

6. The method as recited in claim 1, further comprising automaticaUy

sending the resolution information to a predetermined individual.

7. The method as recited in claim 1, further comprising:

receiving a request through the network for the state ofthe issue from a

user; and

providing the user with the state.

8. The method as recited in claim 1, further comprising:

receiving a request through the network for a report from a user; and

providing the report to the user.

9. The method as recited in claim 1, wherein the issue information

includes a store name and an issue type.

10. The method as recited in claim 1, wherein the issue information

further includes a priority.

11. The method as recited in claim 1, wherein the issue relates to a

product display.

12. The method as recited in claim 1, wherein the issue information

includes an e-mail address.

13. A system for processing issues, the system comprising:

a system processor;

at least one terminal coupled to the system processor through a network;

and

a database coupled to the system processor;

wherein:

the terminal sends issue information through the network

to the system processor, the issue information relating to an issue;

the system processor stores the issue information in the

database;

the system processor receives resolution information

through the network, the resolution information relating to a

resolution ofthe issue; and

the system processor stores the resolution information in

the database.

14. The system as recited in claim 13, wherein:

the system processor receives a request through the network from a

particular one of the terminals to review the issue information; and

the system processor provides at least part ofthe issue information to the

particular terminal.

15. The system as recited in claim 13, wherein:

the system processor receives foUow-up information relating to a foUow-

up ofthe resolution; and

the system processor stores the foUow-up information in the database.

16. The system as recited in claim 13, wherein upon receiving the issue

information, the system processor automaticaUy sends at least a portion ofthe

issue information to a predetermined individual.

17. The system as recited in claim 16, wherein the system processor

automaticaUy sends the portion ofthe issue information by one of electronic maU

and voice maU.

18. The system as recited in claim 13, wherein upon receiving the

resolution information, the system processor automaticaUy sends the resolution information to a predetermined individual.

19. The system as recited in claim 13, wherein:

the system processor receives a request through the network from a

particular one of the terminals for the state of an issue; and

the system processor sends the state to the particular terminal.

20. The system as recited in claim 13, wherein:

the system processor receives a request through the network from a

particular one ofthe terminals for a report; and

the system processor sends the report to the particular terminal.

21. The system as recited in claim 13, wherein the issue information

includes a store name and an issue type.

22. The system as recited in claim 13, wherein the issue information

further includes a priority.

23. The system as recited in claim 13, wherein the issue relates to a

product display.

24. The system as recited in claim 13, wherein the issue information includes an e-maU address.

25. The method as recited in claim 10, further comprising the steps of:

setting a resolution time for a timer based on the priority; and

generating a notification regarding resolution ofthe issue based on the

resolution time.

26. The system as recited in claim 13, wherein:

the system processor further sets a resolution time of a timer based on the

priority; and

the system processor generates a notification regarding resolution ofthe

issue based on the resolution time.

27. The method as recited in claim 8, wherein:

the report includes a table including a plurality of fields related to the

issue information; and the method further comprises

enabling the user to search for a particular issue by entering data in at

least one ofthe fields.

28. The method as recited in claim 8, wherein:

the report includes at least one issue and a corresponding hyperlink; and

when the user accesses the hyperlink, the user is displayed with the issue information and the resolution information for the at least one issue.

29. The system as recited in claim 20, wherein:

the report includes a table including a pluraUty of fields related to the

issue information; and

the system processor enables the user to search for a particular issue by

entering data in at least one of the fields.

30. The system as recited in claim 20, wherein:

the report includes at least one issue and a corresponding hyperlink; and

when the user accesses the hyperlink, the user is displayed with the issue

information and the resolution information for the at least one issue.