Work skillset generation

Abstract

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for analyzing work skills. In one aspect, a method includes receiving work task data specifying a plurality of work tasks for a plurality of service providers. For each service provider, receiving performance data specifying an objective measure of a performance metric associated with the service provider performing a work task; receiving assessment data specifying a subjective measure of an attribute associated with the service provider performing the work task; and generating skills data for the service provider based on an aggregation of the assessment data and the performance data. For each of a plurality of customers receiving customer data specifying work tasks requested by the customer; generating mapping data specifying measures of correlation between the skills data for the service providers and the customer data specifying work tasks requested by the customer; and providing the mapping data to an information provider.

What is claimed is: 
     
         1 - 20 . (canceled) 
     
     
         21 . A computer implemented method, comprising:
 receiving selection data specifying graphical selections, by an employer of a service provider position, of one or more skillset blocks, each skillset block representing a particular work task performed by a service provider in the service provider position, the particular work task being different from work tasks represented by each other skillset block, wherein the one or more skillset blocks are a subset of a plurality of selectable skillset blocks;   receiving performance data specifying one or more minimum desired levels, set by the employer, of objective measures of performance metrics associated with performing the work tasks represented by the skillset blocks, wherein each objective measure of a performance metric is an empirically determined measure of the performance metric;   receiving assessment data specifying one or more minimum desired levels, set by the employer, of subjective measures of attributes associated with performing the work tasks represented by the skillset blocks, wherein each subjective measure of an attribute is a biased measure of the attribute;   generating, by one or more data processors, template skillset data for the service provider position based on an aggregation of the assessment data and the performance data, wherein the template skillset data define a skillset of the service provider for performing the work tasks in the service provider position and represented by the skillset blocks, the template skillset data being generated independent of any particular service provider in the service provider position;   identifying a service provider in the service provider position;   comparing a skillset of the identified service provider with the skillset defined by the template skillset data; and   determining a skillset deficiency of the service provider based at least in part on the comparison, the skillset deficiency specifying skills in the skillset defined by the template skillset data that are not specified by the skillset of the identified service provider.   
     
     
         22 . The method of  claim 21 , comprising:
 determining a training regimen for the identified service provider based at least in part on the skillset deficiency.   
     
     
         23 . The method of  claim 22 , comprising:
 assigning the training regimen to the identified service provider.   
     
     
         24 . The method of  claim 22 , comprising:
 providing the training regimen to the identified service provider.   
     
     
         25 . The method of  claim 21 , wherein the performance data specify that the service provider completed one or more training-related activities. 
     
     
         26 . The method of  claim 21 , comprising:
 indicating in the identified service provider's skillset that the identified service provider completed a training-related activity.   
     
     
         27 . The method of  claim 26 , wherein indicating in the identified service provider's skillset that the service provider completed a training-related activity comprises adding to the identified service provider's skillset a skillset block corresponding to the completed training-related activity. 
     
     
         28 . The method of  claim 26 , wherein indicating in the identified service provider's skillset that the service provider completed a training-related activity comprises:
 tracking changes to the identified service provider's skillset over time; and   reporting the changes on a visual time line.   
     
     
         29 . The method of  claim 28 , wherein reporting the changes on a visual time line comprises:
 indicating on the time line a date on which the identified service provider completed the training-related activity.   
     
     
         30 . The method of  claim 21 , comprising:
 receiving one or more surveys rating the identified service provider's work task performance; and   changing the skillset of the identified service provider based on the one or more surveys.   
     
     
         31 . A system, comprising:
 a data processing apparatus; and   software stored on a computer storage apparatus and comprising instructions executable by the data processing apparatus and upon such execution cause the data processing apparatus to perform operations comprising:
 receiving selection data specifying graphical selections, by an employer of a service provider position, of one or more skillset blocks, each skillset block representing a particular work task performed by a service provider in the service provider position, the particular work task being different from work tasks represented by each other skillset block, wherein the one or more skillset blocks are a subset of a plurality of selectable skillset blocks; 
 receiving performance data specifying one or more minimum desired levels, set by the employer, of objective measures of performance metrics associated with performing the work tasks represented by the skillset blocks, wherein each objective measure of a performance metric is an empirically determined measure of the performance metric; 
 receiving assessment data specifying one or more minimum desired levels, set by the employer, of subjective measures of attributes associated with performing the work tasks represented by the skillset blocks, wherein each subjective measure of an attribute is a biased measure of the attribute; 
 generating template skillset data for the service provider position based on an aggregation of the assessment data and the performance data, wherein the template skillset data define a skillset of the service provider for performing the work tasks in the service provider position and represented by the skillset blocks, the template skillset data being generated independent of any particular service provider in the service provider position; 
 identifying a service provider in the service provider position; 
 comparing a skillset of the identified service provider with the skillset defined by the template skillset data; and 
 determining a skillset deficiency of the service provider based at least in part on the comparison, the skillset deficiency specifying skills in the skillset defined by the template skillset data that are not specified by the skillset of the identified service provider. 
   
     
     
         32 . The system of  claim 31 , wherein the software, upon execution, cause the data processing apparatus to perform operations comprising:
 determining a training regimen for the identified service provider based at least in part on the skillset deficiency.   
     
     
         33 . The system of  claim 32 , wherein the software, upon execution, cause the data processing apparatus to perform operations comprising:
 assigning the training regimen to the identified service provider.   
     
     
         34 . The system of  claim 32 , wherein the software, upon execution, cause the data processing apparatus to perform operations comprising:
 providing the training regimen to the identified service provider   
     
     
         35 . The system of  claim 31 , wherein the performance data specify that the service provider completed one or more training-related activities. 
     
     
         36 . The system of  claim 31 , wherein the software, upon execution, cause the data processing apparatus to perform operations comprising:
 indicating in the identified service provider's skillset that the identified service provider completed a training-related activity.   
     
     
         37 . The system of  claim 36 , wherein indicating in the identified service provider's skillset that the service provider completed a training module comprises adding to the identified service provider's skillset a skillset block corresponding to the completed training-related activity. 
     
     
         38 . The system of  claim 31 , wherein the software, upon execution, cause the data processing apparatus to perform operations comprising:
 receiving one or more surveys rating the identified service provider's work task performance; and   changing the skillset of the identified service provider based on the one or more surveys.   
     
     
         39 . A non-transitory computer storage medium encoded with a computer program, the program comprising instructions that when executed by data processing apparatus cause the data processing apparatus to perform operations, comprising:
 receiving selection data specifying graphical selections, by an employer of a service provider position, of one or more skillset blocks, each skillset block representing a particular work task performed by a service provider in the service provider position, the particular work task being different from work tasks represented by each other skillset block, wherein the one or more skillset blocks are a subset of a plurality of selectable skillset blocks;   receiving performance data specifying one or more minimum desired levels, set by the employer, of objective measures of performance metrics associated with performing the work tasks represented by the skillset blocks, wherein each objective measure of a performance metric is an empirically determined measure of the performance metric;   receiving assessment data specifying one or more minimum desired levels, set by the employer, of subjective measures of attributes associated with performing the work tasks represented by the skillset blocks, wherein each subjective measure of an attribute is a biased measure of the attribute;   generating, by one or more data processors, template skillset data for the service provider position based on an aggregation of the assessment data and the performance data, wherein the template skillset data define a skillset of the service provider for performing the work tasks in the service provider position and represented by the skillset blocks, the template skillset data being generated independent of any particular service provider in the service provider position;   identifying a service provider in the service provider position;   comparing a skillset of the identified service provider with the skillset defined by the template skillset data; and   determining a skillset deficiency of the service provider based at least in part on the comparison, the skillset deficiency specifying skills in the skillset defined by the template skillset data that are not specified by the skillset of the identified service provider.   
     
     
         40 . The non-transitory computer medium of  claim 39 , wherein upon execution of the instructions, the data processing apparatus further performs operations comprising:
 determining a training regimen for the identified service provider based at least in part on the skillset deficiency.   
     
     
         41 . The non-transitory computer medium of  claim 40 , wherein the instructions, upon execution, cause the data processing apparatus to perform operations comprising:
 assigning the training regimen to the identified service provider.   
     
     
         42 . The non-transitory computer medium of  claim 40 , wherein the instructions, upon execution, cause the data processing apparatus to perform operations comprising:
 providing the training regimen to the identified service provider   
     
     
         43 . The non-transitory computer medium of  claim 39 , wherein the performance data specify that the service provider completed one or more training-related activities. 
     
     
         44 . The non-transitory computer medium of  claim 39 , wherein upon execution of the instructions, the data processing apparatus further performs operations comprising:
 indicating in the identified service provider's skillset that the identified service provider completed a training-related activity.   
     
     
         45 . The non-transitory computer medium of  claim 34 , wherein indicating in the identified service provider's skillset that the service provider completed a training module comprises adding to the identified service provider's skillset a skillset block corresponding to the completed training-related activity. 
     
     
         46 . The non-transitory computer medium of  claim 34 , wherein indicating in the identified service provider's skillset that the service provider completed a training-related activity comprises:
 tracking changes to the identified service provider's skillset over time; and   reporting the changes on a visual time line.   
     
     
         47 . The non-transitory computer medium of  claim 34 , wherein reporting the changes on a visual time line comprises:
 indicating on the time line a date on which the identified service provider completed the training-related activity.   
     
     
         48 . The non-transitory computer medium of  claim 39 , wherein upon execution of the instructions, the data processing apparatus further performs operations comprising:
 receiving one or more surveys rating the identified service provider's work task performance; and   changing the skillset of the identified service provider based on the one or more surveys.