WO2002005138A1

WO2002005138A1 - Process guru

Info

Publication number: WO2002005138A1
Application number: PCT/US2001/021533
Authority: WO
Inventors: Mark H. Lawrence
Original assignee: Lawrence Mark H
Priority date: 2000-07-06
Filing date: 2001-07-05
Publication date: 2002-01-17
Also published as: AU2001271913A1

Abstract

A relationship library is provided for access by authorized users through a database to perform allowed tasks. The relationship knowledge library can include all types of information, such as about goods and services and related 'Just-In-Time Training' that defines the best method of using the information. As long as that task can be described as a flow chart, or decision tree, then it can be included in the relationship knowledge library of the present invention and it can be applied to any department in an organization, and changed as needed to reflect changes.

Description

PROCESS GURU BACKGROUND OF THE INVENTION

1. Field of the Invention

This invention relates generally to use of information, and, more particularly, to the best methods to use information for particular tasks.

2. Description of Related Art

Known means of using information tend to fall into one of the following groups:

1) Information is made available on one or more products without an embedded Process capable of providing Just-in-Time Training of how best to use that information.

2) Written manuals or literature is made available. However, the contents of these written materials is not in prepared in a pre-ordered, filtered and proactive manner to local and remote users and does not include Just-in-Time Training.

3) Organizations may provide review and comparative information but no Just-in-Time Training on how to leverage that information and product information.

4) A database of Offerings is made available without Just-in-Time Training that defines the best method to sell those Offerings.

None of the known alternatives offer Just-in-Time Training on a wide variety of Offerings that enables a single person to perform a sales Process (for example) as if they are an expert on each Offering carried by an organization. SUMMARY OF THE INVENTION

Accordingly, it is a general object of the present invention to provide an improved informational use process. The present invention is a database of information that includes "Just-in-Time Training" that explains the best method to use that information. An unskilled person can read that Just-in- time Training, and follow its simple instructions, to perform tasks as if that person was a subject matter expert. That information can take any form, such as about a marketing task, sales task, human resources task, engineering task or any other departmental task. The information could also be about a non-business task. As long as that task can be described as a flow chart, or decision tree, then it can be included in a knowledge library of informational database of the present invention. Although Process Guru can be applied to any department in an organization, this application will use sales examples in order to describe the system in more detail without having to repeat the discussion of features, benefits, etc. for each departmental function. The enabling technology for the present invention is described in PCT patent application PCT/USOO/ 17247, filed 22 June 2000, for PROCESS AUTOMATION.

The present invention is designed to support any type of information and related Just-in-Time Training, and is hereinafter explained, by way of example only and not by way of limitation, using information related to goods and services (e.g., Offerings), from multiple Suppliers. This information about products and services and its related "best use" Processes, is a Relational Knowledge Library. The best use Processes act as "Just-in-Time Training" for users who need to sell, or otherwise use information about a particular Supplier's Offerings. The user only needs to follow the guidance provided by the Just-in-Time Training to perform as if that user is an expert on any Offering.

According to one aspect of the present invention, there is provided a system having a relational knowledge library that may be accessed by a user to use Just-in-Time Training software to perform tasks, as if the user were an expert. The present invention enables authorized users to perform any task that can be described as a flow chart or decision tree and included in the knowledge library by use of the Just-in-Time Training that explains the best method of using the information accessed.

BRIEF DESCRIPTION OF THE DRAWINGS The objects and features of the present invention, which are believed to be novel, are set forth with particularity in the appended claims. The present invention, both as to its organization and manner of operation, together with further objects and advantages, may best be understood by reference to the following description, taken in connection with the accompanying drawings, in which:

FIG. 1 is a block diagram showing a preferred embodiment of the present invention; FIG. 2 is a block diagram of a number of the key features of the present invention;

FIG. 3 is a screenshot of one embodiment of the software using a training class of the present invention;

FIGS. 4 and 5 are flow charts showing methods of creating and editing a process using the present invention;

FIG. 6 is a screenshot showing a virtual office of the program of the present invention;

FIG. 7 is a flow chart showing an employee in a virtual office editing a process created using the present invention; FIG. 8 is a flow chart of a supplier's market where supplier's can post virtual employees and experts for review by the operator of the system of the present invention;

FIG. 9 is a flow chart of a reseller's market where seller's can gain access to virtual employees and experts; FIG. 10 is a flow chart of various types of markets where various persons can gain access to virtual employees and experts for various reasons;

FIG. 10A is a flow chart of the background process for the operator of the system of the present; and FIG. 11 is a flow chart of an output market where various users may use or create various virtual employees, experts or processes.

DETAILED DESCRIPTION OF THE PREFERRED

EMBODIMENT

The following description is provided to enable any person skilled in the art to make and use the invention, and sets forth the best modes contemplated by the inventor of carrying out his invention. Various modifications, however, will remain readily apparent to those skilled in the art, since the generic principles of the present invention have been defined herein, specifically to provide for an improved process teaching program. For purposes of this application, the program of the present invention will hereinafter be referred to as "Process Guru". Definition of Terms

As used herein, the below indicated terms are given the following definitions:

1) "Process": A "decision tree" that simulates a Virtual Employee who is trained to execute an orderly sequence of steps that generate a desired output. Examples of Processes include "writing a product plan," "assessing a loan application," "handling a customer service call,"

"determining the distance between two geographic locations," etc. Employees need access to Processes to ensure that their actions are consistent with the organization's standards. Usually, a Process is an organization's optimal method to complete a given task or sequence of steps.

2) "Rule": A corporate standard that employees must use to guide decision making. Examples, of Rules include "customers who have Product 'A' are entitled to a discount if they also buy Product 'B'," "customers who spend more than $X per month are entitled to a higher level of service," etc.

3) "Regulation": A restriction or constraint mandated by an organization's management or an external authority such as the government. Examples of Regulations include health and safety standards, employee benefits, product return policies, etc. Employees need access to Rules and Regulations to ensure that their actions are in compliance with all relevant internal and external policies.

4) "Process Output": The work product of a Process. For example, the output of a business plan Process is a business plan and the output of a customer service call is a call record, such as a trouble ticket. 5) "Just-in-Time Training": A Process that defines how to use related information in a manner that enables a non-skilled person to use that information as if he is an expert. 6) "Relational Knowledge Library": A database that comprises information and related Processes that define the best method to use that information (e.g., Just-in-Time Training).

7) "Supplier": An entity, such as a person or organization, who offers goods or services to other entities.

8) "Message": Marketing information about an Offering and Just-in-Time Training on how to use that information. For example, Suppliers usually have a marketing story for each Offering that they want to convey to their target Consumer. The objective of that marketing story, or Message, is to position, their Offering as the best solution to that Consumer's needs.

9) "Distributor": An entity that helps a Supplier transfer goods and services to customers, such as end users or to other Distributors or Resellers. 10) "Developer": An entity, independent of a Supplier, that creates information, and related Just-in-Time Training, that can be used in the Relational Knowledge Library to supplement or replace information about one or more Offerings from one or more Suppliers. 11) "Consumers": End users of an Offering or a Process Output. 12) "Virtual Employee": A Virtual Employee is a sequence of actions, or method, that a skilled employee would execute to complete a particular task. A Virtual Employee is a combination of information and Just-in-Time Training. Many steps in a Process can be automated, enabling a Virtual Employee to perform tasks that are normally implemented by real employees. Alternatively, a Virtual

Employee can guide real employees through the best method to complete a task.

13) "Virtual Expert": A back office system, or version thereof, that is used as a special type of Virtual Employee. A Virtual Expert receives information then uses specific Rules to process that information then recommend a decision or best course of action. For example, when implementing a Process, employees often have to escalate exceptions to supervisors who have more authority (or experience) or to specialists who have greater subject matter expertise. These supervisors and specialists use a combination of their greater authority, experience or subject matter expertise to make decisions that the regular employee is not trained, or authorized, to make. Virtual Experts perform the same function as supervisors and specialists. One example of a Virtual Expert is a proprietary decision support system that uses a technical support database to facilitate fault diagnosis for an organization's Offerings. Another example is a data mining system that finds patterns, trends and relationships in an organization's customer database that enables high probability cross- sell and up-sell promotions to be offered to individual customers. The level of expertise provided by such systems is beyond the scope of a regular Virtual Employee. When implementing a Process, a Virtual Employee may escalate issues, beyond its scope, to a Virtual Expert (e.g., back office system) to help complete that Process in a more effective manner.

14) "Virtual Manager": A special type of Virtual Employee that performs a higher level Process which enables the output of one regular Process (e.g., Virtual Employee 'A') to be used as the input to a subsequent regular Process (e.g., Virtual Employee 'B'). For example, the output of a customer service call may be a "product order" that becomes an input to an order fulfillment Process. Similarly, the output of an order fulfillment Process may become the input to a post-sales support Process. Enabling the output of one Process to be used as the input to the next Process downstream enables work to flow through an organization in an efficient manner. All members of a given organization must execute consistent Processes from a common Relational Knowledge Library to maximize group efficiency. Virtual Managers support Process interaction within groups, among groups and among organizations.

15) "Virtual Workforce": A collection of Processes that reflect the methods that a skilled workforce would execute to complete individual Processes and group workflow. 16) "Workflow": A Virtual Manager. Workflow supports Process interaction within groups, among groups and among organizations. The present invention is used for or enables the following:

1) Suppliers to submit, to the operator of the Process Guru system, information about their Offerings and include the Just-in-Time

Training (e.g., embedded best-use Processes) that defines the best method to use that information about the Offering.

2) Third parties to submit, to the operator of the Process Guru system, independent review and comparative information about Offerings from different Suppliers and include Just-in-Time Training that defines the best method to use that review and comparative information.

3) Distributors to leverage embedded, Just-in-Time Training, to make their employees more efficient and effective at selling third party Offerings and using third party review and comparative data. Just-in- Time Training empowers a Distributor's employees to use Supplier information as if they are experts on every Offering in the Relational Knowledge Library.

4) Resellers to use the Relational Knowledge Library as if it is. their own although it may be owned and supported by a different organization. Resellers can outsource services to third parties, such as the operator of the Process Guru system, and have those services provided in a transparent manner (e.g., as if those services are provided by the Reseller). For example, Consumers may order a product, or request information, from a Reseller and the order, or request, may actually be handled and supported directly by the operator of the Process Guru system.

5) Consumers to get answers to their questions from Distributors, Resellers, etc. or directly from the Relational Knowledge Library, about different Offerings so that they can make better informed purchase decisions.

6) Consumers to negotiate directly with multiple Suppliers in real time or in delayed time. For example, a Consumer may offer a deal through Process Guru to Suppliers who can choose to respond to that offer through Process Guru. Process Guru will take care of distribution issues such as mark ups or price discounts. Application of Process Guru

Process Guru will be used to perform the following: 1) Create, develop, modify and delete Virtual Employees (e.g., "best use" Processes), Virtual Experts (e.g., back office systems), Virtual Managers (e.g., Workflow) and Process Outputs (e.g., the work product of Processes).

2) Trial or test Virtual Employees, Virtual Experts, Virtual Managers or Process Outputs.

3) Acquire Virtual Employees, Virtual Experts, Virtual Managers or Process Outputs.

4) Distribute Virtual Employees, Virtual Experts, Virtual Managers or Process Outputs. 5) Use Virtual Employees, Virtual Managers or Virtual Experts to implement tasks, manage Workflow or create Process Outputs. For example, in a retail scenario Distributors can use Virtual Employees to guide their sales people through the best sales Processes for each product. Resellers can use a Distributor's Virtual Employee as if that Virtual Employee works for the Reseller. Consumers can interact directly with Virtual Employees to provide self-service. 6) Manage Virtual Employees, Virtual Experts, Virtual Managers (e.g., Workflow) or Process Outputs by measuring and improving their efficiency. Specific applications of Process Guru include:

1) Suppliers can use Process Guru to create Processes, or decision trees, that simulate the actions of Virtual Employees. For example, a group of decision trees may simulate virtual sales people, virtual managers of customer relationship Processes, or virtual post sales support employees who know the best method to sell and support that

Supplier's Offerings.

2) Distributors can aggregate Virtual Employees, Virtual Managers and Virtual Experts, from multiple Suppliers, independent third parties, and Developers into a Virtual Workforce that supports their sales people. These Virtual Employees, will guide the real employees, through the optimal sales and support Process for each Offering carried by that Supplier. Distributors, Suppliers, Developers and third parties can train Virtual Employees to implement all, or part, of any

Process that is usually implemented by a real employee. This enables real employees, such as sales people who work for Distributors to perform as if they are experts on every Offering carried by that Distributor. 3) Distributors can give Resellers and Consumers direct access to Virtual Employees, Virtual Managers and Virtual Experts via a local, wide area or global network or via a terminal in the local outlet or store. Alternatively, Distributors and their Resellers can use Virtual Employees to support their real employees. 4) Resellers can use a Distributor's Virtual Employees as if it is employed by the Reseller. This enables a Reseller to offer goods and services in their own name even when those goods and services are provided directly by the Supplier or Distributor. For example, a Consumer can place an order with a Reseller or appear to be receiving a support service from that Reseller but may be interacting directly with the

Distributor.

5) Developers, and other third parties, can create Virtual Employees, Virtual Managers and Virtual Experts for sale or use by other entities, such as Suppliers, Distributors, Resellers, Consumers, other Developers and other third parties.

6) Make systems, such as computers, easier to use. For example, when a user selects a Process, by activating a Virtual Employee, then the user is instructing their machine to complete a task. For example, that Process, or Virtual Employee, may use other technologies in a manner that is transparent to the user. Those technologies may include third party software applications (e.g., word processors, spreadsheets, etc), the Internet, and other systems or equipment. This enables the user to complete tasks as if the user is an expert even when the user has little, or no, knowledge of the enabling technologies. 7) Track the performance of real employees and Virtual Employees. Process Guru can measure the time to complete each step in a Process and track the order in which each step was completed. This enables Suppliers, Distributors, Resellers, Developers, Consumers and other third parties to analyze and improve the performance of real and Virtual Employees. Description and Features of Process Guru Process Guru is a Virtual Workforce that includes information and Just-in- Time Training in the form of Processes, Rules and Regulations that define the optimal methods to use the information in its Relational Knowledge Library. It also includes the appropriate enabling technologies that support the creation, distribution and use of its Relational Knowledge Library (FIG. 1) For example, the Relational Knowledge Library may be a database of products, and the best method to sell those products, that users can access via a local, wide area or global network. Users can access a Relational Knowledge Library via a computer that is connected to a common Network, so long as that user and the computer have the appropriate access rights.

Process Guru has a number of key features (FIG. 2) that are described below:

1) Training Class: Suppliers can train Virtual Employees to sell and otherwise support their Offerings. Suppliers can also submit, to the operator of the Process Guru system, information about their

Offerings and Just-in-Time Training in the form of the optimal Process to use that information. This optimal Process could be defined in the form of a sales decision tree. This decision tree may include a sequence of interconnected steps and the business Rules that help users navigate through the decision tree. Such a decision tree is

"Just-in-Time Training" that enables any user to implement that Process, and use the associated information, as if the user is a subject matter expert. Process Guru provides tools for individuals to create Processes or for groups of individuals to collaborate and co-develop Processes. Groups of individuals can be from the same organization or from different organizations. An example user-interface for the Training Class is shown in FIG. 3.

2) Virtual Office: Employees, Consumers or other users can enter the Virtual Office to activate a Virtual Employee by executing a Process that will complete a task automatically or guide that user through the optimal procedure to complete that task. In the latter case, the Process may complete some of the steps automatically. For example, the Virtual Employee may predict the information that the user will need at the next step in a Process and automatically retrieve that information in a proactive manner. That information may be in the

Relational Knowledge Library or the Process may include Rules and Regulations that define how to create that information or access it in a remote database. An example user-interface for the Virtual Office is shown in FIG. 6.

The Training Class and Virtual Office are defined in the PCT patent application for PROCESS AUTOMATION, PCT/USOO/ 17247, filed 22 June 2000. Training Class is referred to as Author Mode and Virtual Office is referred to as Operator Mode.

3) Supplier Market - This is a knowledge store where Suppliers can post their Virtual Employees and Virtual Experts for review by the operator of Process Guru and potentially for access by Distributors, Resellers, Developers, Consumers and other third parties. Suppliers can specify conditions of use, such as price, ownership rights, usage restrictions, etc. An example flow chart that depicts the Supplier's Market is shown in FIG. 8.

4) Reseller Market - This is a knowledge store where Resellers can gain access to Virtual Employees and Virtual Experts. Resellers will have to agree to the terms of use defined by the operator of Process Guru, the Distributor, and by the Supplier of each Virtual Employee or Virtual Expert. Virtual Managers are regarded as a special type of Virtual Employee. An example flow chart that depicts the Reseller's Market is shown in FIG. 9. 5) Consumer Market - This is a knowledge store where Consumers can gain access to Virtual Employees and Virtual Experts. Consumers will have to agree to the terms of use defined by the operator of Process

Guru, the Distributor, the Reseller and by the Supplier of each Virtual Employee or Virtual Expert. Virtual Managers are regarded as a special type of Virtual Employee.^' An example flow chart that depicts the Consumer Market is shown in FIG. 10. 6) Output Market - A user may use a Virtual Employee to create an output that is of value to other users. For example, one type of user, a Consumer, can use a Supplier's proprietary Virtual Employee to create an output that appeals to another type of user, who also may be a Consumer. The Supplier may charge Consumer 'A' for using his Virtual Employee and Consumer 'A' may charge Consumer 'B' for the

Process Output. The Supplier, Consumer 'A' and Consumer 'B' may be members of the same organization or may be members of different organizations. In addition, all three may be individuals or groups of individuals. If any is a group of individuals then the members of that group may be from the same or different organizations. Users can use a given Virtual Employee to create variations of a given type of Process Output by selecting different options when executing the Process. For example, a Virtual Employee may be trained to design a particular type of Offering. Users can then use that Virtual Employee to create a unique variation of that Offering by selecting different sizes, shapes, colors, features, options, etc. An example flow chart that depicts the Output Market is shown in FIG. 11. A more specific example of this is described in PCT patent application PCT/US00/22442 for Virtual Design Studio System, filed 16 August 2000. 7) Special Interest Market - This is a Knowledge Store where Consumers can gain access to a limited group of Virtual Employees, Virtual Experts or Process Outputs. The limitation can be based on a number of factors, such as most popular Virtual Employees, Virtual Experts or Process Outputs, a particular category of Virtual Employees, Virtual Experts, Process Outputs, etc. Process Guru may support a number of special interest markets that match the desires of different interest groups. An example flow chart that depicts the Special Interest Market is shown in FIG. 10.

8) Demonstration Market - This consists of demonstrations that enable Suppliers to sample creating, editing, developing and deleting Virtual Employees, Virtual Experts and Process Outputs; enables Resellers and Consumers to trial Virtual Employees, Virtual Experts and Process Outputs; enables users to trial using a Virtual Employee to create an output that can be made available in the Output Market. An example flow chart that depicts the Demonstration Market is shown in FIG. 10.

9) General Information - This includes support data such as how to contact the operator of Process Guru, terms and conditions of use, privacy policy, company information and news, etc.

10) Proactive, intuitive and fully customizable user interfaces.

11) Graphical editing tool to create, amend and delete Processes and decision trees that are used to train Virtual Employees. 12) Easy-to-use navigation system that enables users to navigate through the list of available Virtual Employees, Virtual Experts and Process Outputs. 13) Automatic access to third party databases that have information that is required to complete a given Process. 14) Report generation to measure the performance of Virtual Employees (e.g., Processes), users, systems and equipment. Features of Virtual Employees

As shown in FIG. 6, Virtual Employees include the following features: 1) Prompts to guide the user step-by-step, through a Process. 2) Automatic implementation of particular steps in a Process.

3) Automatic application of Rules and Regulations that govern the implementation of each step in a Process. 4) Automatic transfer of data and information to the Processes' Output and automatic creation of that output.

5) Automatic control of remote devices (See FIG. 1). Features of Virtual Managers Virtual Managers are special types of Virtual Employees who include all the features of Virtual Employees plus the following:

1) Ability to monitor and manage the performance of regular Virtual Employees.

2) Ability to monitor and manage the information exchange among regular Virtual Employees.

3) Authority to make decisions that regular Virtual Employees are not authorized to make.

Features of Virtual Experts

Virtual Experts include the features of Virtual Employees plus the following: Ability to recommend decisions that regular Virtual Employees are not trained to make.

Authority to recommend decisions that regular Virtual Employees are not authorized to make on their own.

Features of a Virtual WorkForce A Virtual Workforce includes all the features of the Virtual Employees who comprise the Virtual Workforce plus:

The ability to manage the Virtual Workforce as a single, inter-related entity.

Features of Specific Virtual Employees

Specific Virtual Employees are trained to perform a specific task. For example:

1) A Virtual Consumer is a Special type of Virtual Employee who has all the features of a Virtual Employee plus is trained to seek and find Virtual Employees trained in the sales function for target organizations, negotiate a deal and report that deal to the real Consumer or execute the deal if permitted by the real Consumer's embedded Rules and all governing Regulations.

2) A Virtual Supplier is a Virtual Employee trained to seek, find and make deals with Virtual Distributors, Virtual Resellers and Virtual Consumers. These virtual entities can exchange information about their needs and capabilities automatically using many methods including posting and reading messages on a common bulletin board provided by Process Guru (FIG. 1). 3) A Virtual Reseller is a Virtual Employee trained to match Offerings from Virtual Distributors to the needs of Virtual Consumers. Virtual Resellers can use their own name to offer services provided by Virtual Distributors.

4) A Virtual Distributor is a Virtual Employee trained to match Virtual Suppliers with Virtual Resellers (and Virtual Consumers) then consummate deals.

Benefits of the Process Guru System

Process Guru delivers a number of benefits to patrons including: a) Closes the knowledge gap caused by the exponential growth of information and technology compared with the relatively flat improvement of employee training and skills. It enables employees to leverage Just-in-Time Training to perform as if they are experts in multiple subject areas. Moreover, Just-in-Time Training allows organizations to increase the performance expectation of their employees and reduce their skill level. b) Gives real employees Just-in-Time Training about new Offerings and new features. c) Enables employees of Distributors and Resellers to handle Consumer issues as if they are experts on every Offering carried by the Distributor or Reseller. d) Improves Supplier satisfaction because Suppliers are better able to get their Message directly to Consumers even when the Supplier uses multi- tiered distribution. In addition, Suppliers are able to quickly change their Message to meet the ever-evolving objectives of their marketing department. e) Enables Distributors and Resellers to easily change their business Rules that determine how their employees handle individual Offerings, review and comparison data from independent third parties, special promotions, product features and services. f) Enables Distributors to offer goods and services to Resellers and Consumers in their own name even if those goods and services are actually provided by a Supplier directly to the Reseller or Consumer.

For example, a Supplier can use Internet pages to provide information and Just-in-Time Training on its products. That Supplier can also allow a Distributor to customize copies of such pages to match the Distributor's web site and offer that information in the Supplier's name. These customized pages may reside on the Supplier's servers or on the Distributor's servers. Such pages may link directly to the Supplier's back office systems or to the Distributor's back office systems. g) Enables Resellers to offer goods and services to Consumers in their own name even if those goods and services are actually provided by a

Distributor or Supplier directly to the Consumer, h) Enables Consumers to make better informed purchase decisions because employees of Distributors and Resellers are able to provide better information from Suppliers about their products and better review and comparison information from independent third parties. i) Enables Consumers to leverage Just-in-Time Training to serve themselves in a more effective manner, j) Increases sales because employees of Distributors and Resellers are better able to match each Supplier's Offerings to the needs of each Consumer. k) Increases sales by enabling all employees to use the most effective revenue generating Processes. 1) Improves Consumer satisfaction because Consumers are more likely to buy Offerings that better match their needs. m) Reduces Supplier's costs because Suppliers can spend less time training Distributors and Resellers, n) Reduces Distribution costs because employees of Distributors and Resellers become more efficient and require less training. o) Reduces Consumer costs because Consumers spend less time identifying and acquiring the best Offering for their needs, p) Reduces costs of any Process by automating tasks and by automating the use, and maintenance, of Rules, Regulations and Processes. q) Increases efficiency by reducing the average time to complete a

Process because the optimal method to complete that Process is embedded with the information, r) Increases effectiveness by empowering real employees to complete a wider range of tasks without escalation to Managers, Supervisors and specialists. s) Increases quality by implementing automatic checks and balances that eliminate errors, t) Increases consistency and standardization by enabling all employees to use the same Processes. u) Reduces time-to-market, and improves flexibility, by enabling organizations to easily modify their set of Rules, Regulations and

Processes and by enabling organizations to deliver rapid access to the most up-to-date Rules, Regulations and Processes to all employees, v) Increases flexibility by enabling Suppliers to rapidly customize Rules, Regulations and Processes to match the evolving features of their

Offerings, w) Reduces training time by guiding new employees, step-by-step, through the best method to complete any Process, x) Provides Instant Infrastructure in the form of ready made Rules, Regulations and Processes for Suppliers, Distributors, Resellers,

Developers, independent third parties, Consumers and other users. These benefits apply equally as well when the Supplier, Distributor, Reseller and Consumer all work for the same organization and the Offering is internal information or an internal service rather than a finished product. For example, the information may be an engineering design, the Supplier may the engineer who created the design, the Distributor may be the engineer's manager, the Reseller may be the manager of the production department and the Consumer may be the production engineer who will create the object specified in the design. Unique Aspects of Process Guru

The unique aspects of Process Guru include the following: 1) Offers Suppliers of Offerings, and Suppliers of review/ comparative data, the tools to contribute information and Processes to a common Relational Knowledge Library.

2) Enables Suppliers, Distributors, Resellers, Developers, Consumers and other third parties to access the Knowledge Library via different types of networks, such as the Internet.

3) A Relational Knowledge Library can include information about goods and services and Just-in-Time Training that defines the best method to use that information. The Just-in-Time Training follows a standard format for all Offerings enabling users to use a familiar Process to leverage information about very different Offerings.

4) Enables organizations to provide Just-in-Time Training to help their employees complete a wider variety of tasks in a more efficient and effective manner. For example, employees of Distributors and Resellers can sell a wide variety of Offerings and perform as if they are experts on each Offering.

5) Suppliers can push their Message through Distributors and Resellers to Consumers. Their Message can also include demonstrations of their Offering that highlight key advantages. Suppliers can also modify their Message in real time to support special promotions, new features, new Offerings and planned Offerings.

6) Distributors and Resellers can use third party information (such as review and comparative data), and its associated Just-in-Time Training, from Developers and other third parties to supplement the Message from Suppliers. 7) Resellers and Distributors can offer services in their name even if those goods and services are actually provided directly by the Distributor or Supplier to the Reseller or Consumer. 8) Consumers can get answers to their questions about a wide variety of Offerings at the point of sale.

9) Organizations can change their Message (e.g., information and Justin-Time Training) in real time to match rapidly changing market conditions.

10) Organizations can use case-based reasoning to re-train Virtual _, Employees automatically based on historical events. For example, Virtual Managers can analyze performance data for given Processes then improve performance by changing the recommended next step at key branch points in a decision tree.

Those skilled in the art will appreciate that there are adaptations and modifications of the just-described preferred embodiments that can be configured without departing from the scope and spirit of the invention. Therefore, it is to be understood, that within the scope of the intended claims, the invention may be practiced other than is specifically described herein.

Claims

What Is Claimed Is: 1. A database, tangibly stored on a computer-readable medium, comprising an embedded process having instructions that cause a computer having a display and an input device operatively coupled to a cursor displayed on the display to: select a process flow to define the best method of using selected information contained in the database to perform a specified task.

2. The database of claim 1, further comprising rules and regulations related to the embedded instructions.

3. The database of claims 1 or 2, further comprising a sequence of actions emulating a skilled employee that are executed to complete the specified task.

4. The database of claims 1, 2 or 3 wherein the database is available on a network.

5. The database of claims 1, 2, 3 or 4, further comprising embedded instructions that cause the computer to: display the best method of processing the specified task.

6. The database of claims 1, 2, 3, 4 or 5, further comprising instructions that form a decision tree that simulates a Virtual Employee who is trained to execute an orderly sequence of steps that generate a desired output.

7. The database of claims 1, 2, 3, 4, 5 or 6, further comprising an entity that submits information, including embedded best use processes for inclusion in the database.

8. The database of claims 1, 2, 3, 4, 5, 6 or 7, further comprising third parties that submit independent review and comparative data about information in the database, for inclusion in the database.