FORM-2
THE PATENTS ACT, 1970
(39 OF 1970)
AND
THE PATENTS RULES, 2003
(As Amended)
COMPLETE SPECIFICATION
(See section 10; rule 13)
"OBJECTIVE PROCESS CONTROL AND MANAGEMENT"
The Indian Hotels Company Limited, a corporation organized and existing under the laws of India, of Mandlik House, Mandlik Road, Colaba, Mumbai 400005 Maharashtra India.
The following specification particularly describes the nature of this invention and the manner in which it is to be performed:

OBJECTIVE PROCESS CONTROL AND MANAGEMENT
Field of Disclosure
The present disclosure is related to effective process control and management and particularly, but not limited to, objective process control and management of a business establishment pertaining to the service industry such as hospitality industry and air catering.
Background
Each business establishment has a process framework customized as per its workflow. The process framework may specify several cycles, their respective processes, and sub-processes. Each cycle, process and sub-process is customized as per requirements of the business establishment. To maintain quality and efficiency of workflow in the business establishment, a continuous monitoring or audit procedure is required.
There are several such procedures, which look into the workflow of an establishment, however, they work on surface level as they identify only the primary cycles and processes and identify their risks and controls respectively. This limits the scope of quality management and any glitches in the workflow are reported based on exceptions that happen. The reports, which highlight the exceptions are manual in nature and are highly subjective making the reports vague and error-prone.
Further, it is increasingly difficult to effectively manage the quality and efficiency, when the effective process control and management process spans over multiple firms. Each firm has multiple team leaders and interfacing all of them becomes quite a task leading to inconsistency between firms. This also increases the difficulty of identifying a problem area in the entire workflow, which may be contributing to lower efficiency and quality.
Summary
Embodiments of the present disclosure refer to objective process control and management to enhance quality and efficiency in workflow of a business establishment.
An embodiment of the present disclosure illustrates a system for objective process control and management comprising a process library, a process classifier coupled to the process library, a process evaluator coupled to the process classifier, an efficiency monitor coupled to the process evaluator and an integrator coupled to the process evaluator.

According to an embodiment of the present disclosure, the process library is configured to interactively provide a detailed process framework of a business establishment. According to another embodiment, the detailed process framework may comprise cycles, processes and sub-process which define the workflow of the business establishment.
According to another embodiment, the process classifier is configured to interactively classify risks and respective controls for each sub-process as per their respective cycle and processes. Further, the process classifier according to an embodiment is configured to evaluate, prioritize and provide a first set of quantitative outputs for each of the classified risks and controls.
According to yet another embodiment, the efficiency monitor is configured to monitor in real time each of the classified controls and provide a second set of quantitative outputs.
According to yet another embodiment, the process evaluator is configured to evaluate the first set of quantitative outputs, the second set of quantitative outputs and threshold values set by a user and accordingly provide a third set of quantitative outputs.
According to another embodiment, the integrator may be configured to integrate the third set of quantitative outputs for each cycle, process and sub-process. The integrated third set of quantitative outputs enable microscopic identification of hindrance to effective process control and management in the business establishment.
According to another embodiment, the process library and the process classifier may be adapted to be updated as per development of new processes in'the business establishment.
An embodiment of the present disclosure illustrates a method for objective process control and management comprising providing interactively a detailed process framework of a business establishment, defining cycles, processes and sub-processes of the detailed process framework, classifying interactively risks and respective controls of each sub-process, evaluating, prioritizing and providing a first set of quantitative outputs for each of the classified risks and controls, monitoring in real-time and providing a second set of quantitative outputs for each of the classified controls, evaluating the first set of quantitative outputs, the second set of quantitative outputs and threshold values set by a user and provide a third set of quantitative outputs and integrating the third set of quantitative outputs for each cycle, process and sub-process.
Brief Description of Drawings

The present invention will be described with reference to the drawings, in which; -
Figure 1 illustrates block diagram representation of a system for objective process control
and management according to an embodiment of the present disclosure.
Figure 2 illustrates a block diagram representation of a system implementing an
embodiment of the present disclosure.
Figure 3 illustrates a flow diagram representation of a method for objective process
control and management according to an embodiment of the present disclosure.
Detailed Description
Exemplary embodiments now will be described with reference to the accompanying drawings. The disclosure may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey its scope to those skilled in the art. The terminology used in the detailed description of the particular exemplary embodiments illustrated in the accompanying drawings is not intended to be limiting, in the drawings, like numbers refer to like elements.
The specification may refer to "an", "one" or "some" embodiment(s) in several locations. This does not necessarily imply that each such reference is to the same embodiments), or that the feature only applies to a single embodiment. Single features of different embodiments may also be combined to provide other embodiments.
As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, unless expressly stated otherwise. It will be further understood that the terms "includes", "comprises", "including" and/or "comprising" when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. It will be understood that when an element is referred to as being "connected" or "coupled" to another element, it can be directly connected or coupled to the other element or intervening elements may be present. Furthermore, "connected" or "coupled" as used herein may include wirelessly

connected or coupled. As used herein, the term "and/or" includes any and all combinations and arrangements of one or more of the associated listed items,
Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this disclosure pertains. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.
The figures depict a simplified structure only showing some elements and functional entities, all being logical units whose implementation may differ from what is shown. The connections shown are logical connections; the actual physical connections may be different. It is apparent to a person skilled in the art that the structure may also comprise other functions and structures. It should be appreciated that the functions, structures, elements and the protocols used in communication are irrelevant to the present disclosure. Therefore, they need not be discussed in more detail here.
In addition, all logical units described and depicted in the figures include the software and/or hardware components required for the unit to function. Further, each unit may comprise within itself one or more components, which are implicitly understood. These components may be operativeiy coupled to each other and be configured to communicate with each other to perform the function of the said unit.
Figure 1 illustrates a system for objective process control and management according to an embodiment of the present disclosure. The system comprises a process library 101, a process classifier 102 coupled to the process library 101, a process evaluator 103 coupled to the process classifier 102, an efficiency monitor 104 coupled to the process evaluator 103 and an integrator 105 coupled to the process evaluator 103. According to an embodiment, the process library 101 is configured to interactively provide a detailed process framework of workflow of a business establishment. The detailed process framework may comprise cycles, processes and their respective sub-processes. Alternatively, a user may manually specify the cycles, processes and sub-processes according to the workflow of a business establishment. The process classifier 102 is configured to interactively classify risks and respective controls for each sub-process provided by the process library. According to an embodiment, the classified risks and their respective controls may be stored in the process classifier 102 itself. Alternatively, the classified risks and controls may be stored in an external database/memory unit or, the classified risks and controls may be stored in the process library 101 after classification.

According to an embodiment, the process evaluator 103 is configured to evaluate, prioritize and provide a first set of quantitative outputs for each classified risk and its respective controls. According to an embodiment, the process evaluator evaluates the classified risks and controls under various permutations and combinations to ascertain their respective likelihood of existing and the subsequent impact on the workflow. According to an embodiment, the process evaluator 103 may be configured to accordingly prioritize each classified risk and control and allot weights according to the priority. According to the embodiment, the process evaluator 103 Is further configured to calculate the total weight of each risk and its respective mitigating control. The calculated total weight is then provided as the first set of quantitative outputs for each classified risk and its respective controls. Alternatively, the process evaluator 103 may be configured to directly allot a total weight to each risk and respective controls according to priority.
The efficiency monitor 104 coupled to the process classifier is configured to monitor the classified controls in real-time and provide a second set of quantitative outputs for each classified control. According to an embodiment, the efficiency monitor 104 may be configured to randomly sample a sub-process in real-time and monitor whether a control for the classified risk exists or not. If the control does exist, the efficiency monitor 104 is configured to monitor the efficiency of control and provide an output. The efficiency monitor 104 may be configured to randomly sample user-defined number of sub-processes to provide the number of samples where the control does exist as the second set of quantitative outputs to the process evaluator 103. Alternatively, the efficiency monitor 104 may be configured to sample a sub-process in real-time as per a user-defined sequence.
According to another embodiment, the process evaluator 103 is configured to evaluate the first set of quantitative outputs, the second set of quantitative outputs and threshold values set by a user and provide a third set of quantitative outputs. The threshold values set by a user are based on the calculated total weight and define the necessary efficiency of a control required for effective quality of workflow. According to an embodiment, these threshold values are provided in a matrix of threshold of efficiency of control and risk classification. The matrix may be arranged in a manner to provide layers of scoring on basis of the first set of quantitative outputs i.e. the calculated total weight and the second set of quantitative outputs. According to an embodiment, the matrix may be stored in the process evaluator 103 itself. Alternatively, the matrix may be stored in an external database/memory unit or may be stored in the process library 101.

According to an embodiment, the process evaluator 103 is configured to provide the third set of quantitative outputs based on evaluation of the first set of quantitative outputs, second set of quantitative outputs and threshold values. According to an embodiment, the third set of quantitative outputs is scores provided as per the matrix of threshold of efficiency of control and risk classification.
The third set of quantitative outputs are then provided to an integrator 105, which is configured to integrate the third set for each cycle, process and sub-process of the detailed process framework. Such an integrated output enables identification of hindrance to effective process control and management in the workflow of the business establishment.
According to an embodiment, the process library 101 and the process classifier 102 are adapted to be updated as per development of new processes in the business establishment.
Figure 2 illustrates a block diagram representation of implementation of an embodiment of the present disclosure. The figure depicts users 201(a), 201(b), 201(c) and 201(d) enabled to work with the system as per embodiments described under Figure 1 through a network interface 202. The system as per illustrations of Figure 1 is embodied in central server 203. Users 201(a), 201(b), 201(c) and 201(d) work through computers where these can be general purpose computers having web browser applications. Alternatively, the users are enabled to work on the system in central server 203 through any electronic device such as a thin-client computer, internet enabled mobile telephone, or personal digital assistant, each capable of displaying and navigating web pages or other types of electronic documents. The central server 203 is configured to process the requests of the users 201(a), 201(b), 201(c) and 201(d) and the data input by the users. The data input by the users is then provided to the system in the central server 204, wherein the system operates as per illustrations of Figure 1. As per the present embodiment, the classified risks, controls, threshold values, matrix of threshold of efficiency control and risk classification, first set of quantitative outputs, second set of quantitative outputs and third set of quantitative outputs are stored in an external database 204. As per an embodiment, a user 206 via a network interface 205 provides the second set of quantitative outputs in real-time.
Upon request by a user, the system in the central server 204 is configured to then provide an output of the integrated third set of quantitative outputs via the network interface. According to an embodiment, the network interface 202, 205 may include any form of electrical or optical communication devices, including wireless and wired networks. The network interface 202, 205 may also incorporate one or more local area networks, such as an Ethernet network; wide area networks, such as internet; and virtual networks, such as virtual private networks.

Alternatively, in an embodiment, the central server 203 and database 204 may be combined into a single server computer system.
To further illustrate present disclosure, we assume that the system according to an embodiment of the present disclosure is implemented in the hospitality industry and specifically to a multi-national hotel. The process library interactively provides a detailed process framework of workflow of a business establishment and defines the cycles, processes and sub-processes. In accordance with the exampie, the details may be specified as mentioned in the table below: -

Cycle Process Sub-Process
Revenue Room revenue Reservations process

Complimentary & House use

Check in process

Levy of no show / retention charges

Banquet revenue Banquet menu pricing

Function prospectus recording & amendments

Outdoor catering processes
Budgeting and sanctioning process Capital Budget Logic & approval
Fixed Asset Asset Maintenance Paintings and art work

Land & other immovable assets verification process

Preventive maintenance
TABLE 1
Table 1 is detailed by the process library and provided to the process classifier, which is configured to interactively classify risks and respective controls for each sub-process. An example according to the process of "Room Revenue" is illustrated: -

Sub Process Risk Control
Advances are not obtained In case of travel agents not on
Reservations process from customers other than those on the credit list credit list, advance payment is insisted upon at reservation stage.

In case of payment by credit

cards, pre-approval is obtained by swiping the card on the EDC-amount being room rate*no. of nights expected stay+ 10%.

Cheque payments are not
accepted unless prior credit arrangements have been made.
Advances not insisted on for For biock bookings (groups,
group bookings conferences etc) where the unit has pressure on occupancy, the advance deposit, as decided by the DOS is taken.
TABLE 2
Table 2 illustrates an example of the classification of risks and their respective controls achieved through the process classifier. The classified risks and controls are then input to the process evaluator, which evaluates and prioritizes the classified risks and controls and provides a first set of quantitative outputs. According to the example, the process evaluator is configured to evaluate and prioritize the risks and controls as per the tables below and accordingly allot weights to each: -

Risk Class Risk Weight
High 4
Medium 2
Low 1

Control Class Control Weight
Critical 4
Essential 2
Desirable 1

TABLE 3
On evaluation of Table 2 as per Table 3, the process evaluator arrives at the following according to an embodiment of the present disclosure: -

Sub Process Risk Risk Control Control Total
Class/Risk Weight Class/Control
weight Weight
Advances are not obtained from
customers other than those on the credit list High/4 In case of travel agents not on credit list, advance payment is insisted upon at reservation stage. Critical/4 16

In case of payment Essential/2 8
by credit cards, pre-approval is obtained by swiping the card on the EDC-amount being room rate*no.
Reservations of nights expected
process stay+ 10%.


Cheque payments Critical/4 16
are not accepted unless prior credit arrangements have been made.
Advances not insisted on for group bookings High/4 For block bookings (groups, conferences etc) where the unit has pressure on occupancy, the advance deposit, as decided by the DOS is taken. Essential/2 8
TABLE 4

The total weight as per Table 4 is provided as the first set of quantitative outputs by the process classifier. The efficiency monitor according to an embodiment of the present disclosure, configured to monitor in real-time each classified control then randomly samples 100 instances and identifies whether control does exist and if it does, whether control matches upto the necessary efficiency of control. The efficiency monitor then provides the total number of samples, which provide the necessary efficiency of control as the second set of quantitative outputs for each classified control.
The process classifier is then configured to evaluate the first set of quantitative outputs, second set of quantitative outputs and threshold values set by a user to provide a third set of quantitative outputs. According to the present example, threshold values are set by a user in a matrix of efficiency of control and risk classification and the third set of quantitative outputs are provided on basis of scoring as per the matrix. The matrix according to the present example is detailed below: -

Risk Class Control Class TW Threshold Existence Existence Control Control
Score(on Score(on Score on Score on
failure) meeting
the threshold) Failure meeting
the threshold
High Critical 16 75 -100 50 -1600 87.5
High Essential 8 60 -50 50 -400 80
Medium Critical
High Desirable 4 50 0 50 0 75
Medium Essential
Low Critical
Medium Desirable 2 50 0 50 0 75
Low Essential
Low Desirable 1 50 0 50 0 75
TABLE 5
The second set of quantitative outputs are assumed for the purpose of illustration.

Sub Process Risk Control Total Weight (1st Efficiency of Control {2nd Does
the Score Total Score (3rd set of

set of set of Control quantitative
quantitative output) quantitative output) Exist? outputs)
Advances are not obtained from
customers other than those on the credit list In case of travel agents not on credit list, advance payment is insisted upon at reservation stage. 16 74 No -100 -1600

In case of 8 60 Yes SO 640
payment by credit cards, p re-approval is obtained by swiping the card on the EDC-amount
Reservations being room
process rate*no. of nights expected stay+ 10%.

Cheque 16 75 Yes 87.5 1400
payments are not accepted unless prior credit
arrangements have been made.
Advances not
insisted on for group bookings For block bookings (groups, conferences etc) where the unit has 8 60 Yes 80 640

pressure on occupancy, the advance deposit, as decided by the DOS is taken.
As is clear from the above table, "in case of travel agents not on credit list, advance payment is insisted upon at reservation stage" could not match the threshold value 75' set by the user and hence, there is a negative scoring of '-100', which results in a very low score of '-1600' as the third set of quantitative output. Thus, when the integrator integrates the third set of quantitative outputs for each process and cycle, it would result in an impact on the final score. According to an embodiment, the integrator calculates the efficiency of each process and subsequently calculates the efficiency of a cycle. A user may be provided with threshold values of efficiency as provided by the integrator. According to the present example, if the efficiency, is greater than 80%, then the workflow is satisfactory; if it is between 66% and 80%, the workflow needs improvement else, the workflow is not satisfactory at all.
The integrated third set of quantitative outputs enables identification of hindrance to effective process control and management in the business establishment as it can microscopically identify the root cause. As in the present example, the negative score of "In case of travel agents not on credit list, advance payment is insisted upon at reservation stage" shall affect the integrated score of sub-process " Reservations Process", then the integrated score of process "Room Revenue" which shall in turn affect the integrated score of cycle "Revenue". Therefore, when the management of the business establishment analyzes the integrated score of 'Revenue', it would realize that it is lower than expected and hence look into each process, sub-process to identify the problem.
Embodiments of the method for objective process control and management according to an embodiment of the present disclosure is described in Figure 3. The method is illustrated as a collection of blocks in a logical flow graph, which represents a sequence of operations that can be implemented in hardware, software, or a combination thereof. The order in which the process is described is not intended to be construed as a limitation, and any number of the described blocks can be combined in any order to implement the process, or an alternate process.

Figure 3 illustrates a flow diagram representation of a method for objective process control and management in a business establishment. The method comprises providing interactively a detailed process framework of a business establishment 301, defining cycles, processes and sub-processes of the detailed process framework 302 and classifying interactively risks and respective controls of each sub-process 303. Further, the method comprises evaluating, prioritizing and providing a first set of quantitative outputs for each of the classified risks and controls 304, and monitoring in real-time and providing a second set of quantitative outputs for each of the classified controls 305. The method also comprises evaluating the first set of quantitative outputs, the second set of quantitative outputs and threshold values set by a user and provide a third set of quantitative outputs 306 and integrating the third set of quantitative outputs for each cycle, process and sub-process 307.
Embodiments of the present disclosure are highly beneficial for internal monitoring such as internal audits of the business establishment. A person skilled in the art shall appreciate that the applications of the present disclosure are not limited only to internal operations.
As will be appreciated by one of skill in the art, the present invention may be embodied as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, a software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product on a computer-usable storage medium having computer-usable program code embodied in the medium.
Furthermore, the present invention was described in part above with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention.
It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer- readable memory that can direct a computer or other programmable data processing apparatus to function in a

particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function/act specified in the flowchart and/or block diagram block or blocks.
The computer program instructions may also be loaded onto a computer or other programmable data processing apparatus like a scanner/check scanner to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks.
In the drawings and specification, there have been disclosed exemplary embodiments of the invention. Although specific terms are employed, they are used in a generic and descriptive sense only and not for purposes of limitation, the scope of the invention being defined by the following claims

We claim: -
1. A system for objective process control and management comprising: -
a. a process library;
b. a process classifier coupled to the process library;
c. a process evaluator coupled to the process classifier;
d. an efficiency monitor coupled to the process evaluator; and
e. an integrator coupled to the process evaluator.
2. A system as claimed in claim 1 wherein the process library is configured to interactively provide a detailed process framework of a business establishment.
3. A system as claimed in claim 2 wherein the detailed process framework comprises cycles, processes and sub-processes.
4. A system as claimed in claim 1 wherein the process classifier is configured to interactively classify risks and respective controls for each sub-process.
5. A system as claimed in claim 1 wherein the process classifier is further configured to evaluate, prioritize, and provide a first set of quantitative outputs for each classified risk and respective controls.
6. A system as claimed in claim 1 wherein the efficiency monitor is configured to monitor in real-time and provide a second set of quantitative outputs for each classified control.
7. A system as claimed in claim 1 wherein the process evaluator is configured to evaluate the first set of quantitative outputs, the second set of quantitative outputs and threshold values set by a user and provide a third set of quantitative outputs.
8. A system as claimed in claim 1 wherein the integrator is configured to integrate the third set of quantitative outputs for each cycle, process and sub-process.
9. A system as claimed in claim 1 wherein the integrated third set of quantitative outputs enable identification of hindrance to effective process control and management in the business establishment.

10. A system as claimed in claim 1 wherein the process library and the process classifier is adapted to be automatically updated as per development of new processes in the business establishment.
11. A system as claimed in claim 1 wherein number of set of quantitative outputs is dependent on the number of cycles, processes and sub-processes as per workflow of a business establishment.
12. A method for objective process control and management comprising: -
a. providing a detailed process framework of a business establishment;
b. defining cycles, processes and sub-processes of the detailed process framework;
c. classifying risks and respective controls of each sub-process;
d. evaluating, prioritizing and providing a first set of quantitative outputs for each
classified risk and respective controls;
e. monitoring in real-time and providing a second set of quantitative outputs for
each classified control;
f. evaluating the first set of quantitative outputs, the second set of quantitative
outputs and threshold values set by a user and provide a third set of quantitative
outputs; and
g. integrating the third set of quantitative outputs for each cycle, process and sub-
process.
13. A method as claimed in claim 12 wherein the integrated third set of quantitative outputs enable identification of hindrance to effective process control and management in the business establishment.
14. A method as claimed in claim 13 wherein the method further comprises automatic updating of the detailed process framework as per development of new processes in the business establishment.
15. A method as claimed in claim 12 wherein number of set of quantitative outputs is dependent on the number of cycles, processes and sub-processes as per workflow of a business establishment.