CN105046413A - Household service process monitoring method based on mobile internet and household service process monitoring system based on mobile internet - Google Patents
Household service process monitoring method based on mobile internet and household service process monitoring system based on mobile internet Download PDFInfo
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Abstract
The present invention relates to a household service process monitoring method based on a mobile internet and a household service process monitoring system based on the mobile internet. The system comprises a household service cloud calculating center and a mobile phone which is communicated with the household service cloud calculating center and in which a service APP and a monitoring APP are downloaded. The information needing the household service is registered in the household service cloud calculating center, and the historical household service information of the service personnel are stored in the household service cloud calculating center. The service APP is used to receive the information needing the household service and pushed by the household service cloud calculating center and confirm the node information of the stages of a household service process, and the monitoring APP is used to receive the node information of the stages of the household service process which is fed back by the service APP to the household service cloud calculating center, and possesses a function of evaluating the household service. According to the present invention, the service time-point information of the service personnel is called and displayed by a mobile APP, so that the service processes are visual without utilizing a video technology, and accordingly, a service supervision purpose is achieved.
Description
Technical field
The present invention relates to a kind of home services flow monitoring method and system based on mobile Internet.
Background technology
The service monitoring of traditional one-to-many, the service monitoring at the places such as such as bank, restaurant, shop, is typically employed in fixed position and installs camera; Man-to-man service monitoring is taked to record afterwards or pay a return visit substantially, and monitoring is in real time a blank.
Current housekeeping personnel lack third-party real-time monitoring in its service process; Monitoring is normally done by serviced side, and the management of service and assessment are normally provided paper form by managerial personnel to serviced object, carried out the forms such as call-on back by phone and come.
Current home services utilizes phone or home services to send single APP to realize task assignment, its follow-up service process, as when reached the spot, when start service, terminate the time of service, problem in service process and quality record, service evaluation etc., all carry out amended record by the form such as phone or questionnaire afterwards, or there is no track record, its service process details, often kind of home services content duration used, the instantaneity of service, service history record etc., all digitizing cannot be realized, therefore to housekeeping personnel service level, the assessment of attitude cannot be accurate, cannot provide support to the Continual Improvement of the service quality in future.
The existing APP for home services, be mainly used in taking on work, send single etc., shorter mention to the tracking of service process, its service process to user and managerial personnel all not visible.
The existing means based on the service quality assessment of telephone questionnaire or questionnaire afterwards, the demand of home services high speed development under development of Mobile Internet technology promotes cannot be met far away, especially when serviced colony or service to liking the shortage such as old man, children Service Management ability occurs in unattended time, third party is now needed to implement management in strange land; The present the following aspects of its main defect map:
1) service process details supervision there is no data record, service valuation cannot quantize and refinement, makes service process invisible, so make service quality and service process, security etc. insincere and uncontrollable;
2) there is no long-term detailed service historical record, cause and cannot carry out detailed data analysis to the service level of attendant, response time, attitude etc., make the technical capability evaluation to attendant, preferably, recruitment coupling thickens and send work random;
3) the timely monitoring to service is lacked;
4) cannot easily to the situation (this point is even more important to towards the service object such as old man and children) of third party's report services progress.
The technical program proposes following solution for above two aspects:
(1) visualization technique of service process, namely development of Mobile Internet technology, APP and cloud computing technology is utilized, realize in family's service process any process visual-make the key service node (link) of whole process high-visible, and form the closed-loop system of a service process.Comprise:
A) home services cloud computing center sends " service group is single ", " Emergency Assistance ", " make an inspection tour and arrange " information to related service personnel, service liability people receives information, carry out " confirmation " at the appointed time, confirmation mails to cloud computing center, and third party monitor staff (such as, the kith and kin of serviced family or individual, or the managerial personnel of service organization) mobile terminal APP on, can be observed service liability people and receive " service " information at the appointed time;
B), after service liability people reaches the spot, send " reaching the spot " information to cloud computing center at its APP, and this status information is pushed to by the APP of third party monitor staff by cloud computing center; On its APP, click " service start " when service liability people starts to serve, and on-the-spot present situation (word and take pictures) can be sketched, after service process terminates, click " service terminates ", simply describe service process as required.Equally, third party monitor staff " can see " information such as response time of this service process, service time and service quality by its APP.
(2) because attendant can by the simple operations to APP, its service process being recorded in detail is sent in the database of cloud computing center, these service process data are used to evaluate response time of attendant, service quality and achievement, and the recording of growing up of its service ability can be represented, for serviced family quick-pick attendant that is suitable and coupling provides the foundation of quantification thereafter.The capacity data of these history and attendant is all under authorization conditions, and serviced house person can browse queries, coupling.
Summary of the invention
The object of the present invention is to provide a kind of information realizing utilizing mobile APP to transfer and show attendant's " service time point ", to make not utilize video technique just can make these service processes " visual ", thus reach the home services flow monitoring method and system based on mobile Internet of the object of service supervision.
For achieving the above object, technical scheme of the present invention is: a kind of home services flow monitoring method based on mobile Internet, comprises the steps,
S01: the attendant that home service information is pushed to by mobile Internet by home services cloud computing center and monitor staff, the mobile terminal of described attendant and monitor staff is loaded with AP services P and monitoring APP respectively;
S02: attendant connects down the service of this family by AP services P, simultaneously AP services P is by the order information feed back of this attendant to home services cloud computing center, and is sent to the monitoring APP of described monitor staff;
S03: attendant confirms the nodal information of home services various stages by AP services P, feeds back to home services cloud computing center, and is sent to the monitoring APP of described monitor staff, realize the visual control of overall home services process by AP services P.
In an embodiment of the present invention, the nodal information of described home services various stages comprises and goes to home services place departure time, time of arrival, field conditions, beginning service time, treatment situation, result, end service time.
In an embodiment of the present invention, the nodal information of the home services various stages that described monitor staff confirms according to attendant, is evaluated by monitoring APP, and is sent to described home services cloud computing center.
In an embodiment of the present invention, described home services cloud computing center is according to the type of home services, the response time threshold value of the node of corresponding home services various stages is set, and in conjunction with the evaluation information that monitor staff is sent by monitoring APP, the overall evaluation is carried out to the home services of attendant.
In an embodiment of the present invention, in the process of the nodal information of the home services various stages that described monitor staff confirms attendant, can by monitoring APP transmission processing advisory opinion to home services cloud computing center, and be sent to the AP services P of described attendant, for attendant's reference.
Present invention also offers a kind of home services flow monitoring system based on mobile Internet, comprise home services cloud computing center and carry out with this home services cloud computing center the mobile phone that communicates, described mobile phone-downloaded has AP services P and monitoring APP, with respectively for attendant and third party monitor staff;
Described home services cloud computing center is registered with the information need carrying out home services, and stores the history home service information of attendant;
Described AP services P carries out home service information and the nodal information for confirming home services various stages for the need receiving the propelling movement of described home services cloud computing center;
Described monitoring APP feeds back to the nodal information of the home services various stages of described home services cloud computing center for receiving described AP services P, and has the function evaluated home services.
In an embodiment of the present invention, described home services cloud computing center comprises a home services database, to store the history home service information of each attendant.
In an embodiment of the present invention, described AP services P comprise connect home service information for showing attendant home service information display module, for taking the photographing module of every situation in home services process and being convenient to the feedback module that attendant feeds back home services various stages nodal information.
In an embodiment of the present invention, described monitoring APP comprise for show attendant the nodal information in family's service process each stage home service information display module, for follow the tracks of every situation in home services process alarm tracking module.
Compared to prior art, the present invention has following beneficial effect:
A) achieve home services first to third-party visual, third party is managed becomes possibility, and this is most important to the service of the colony lacking managerial ability towards old man, children and disabled person etc.;
B) management proposed first between attendant-cloud center-third-party monitoring person (kith and kin, kinsfolk, managerial personnel etc.) three in service process controls the synchronous method adopted.Its advantage is, between server, supvr, third-party monitoring person, constitute visual interactive relationship closely, possibility is become to the control of response time, service quality etc. of service, make service side and payer (children kith and kin) set up trust to service at short notice;
C) the communication process database set up at cloud center is laid a good foundation for carrying out large data analysis for service.Each parametric data of the description communication process set up, makes home services monitor and quality management can quantize;
D) service process is based on the implementation method of APP and cloud computing, its advantage is to make full use of existing mature technology, realize instant available visualized data typing, store and represent, and traditional communication management method based on phone and call center, not visible, the defect such as non-digitalization, service history record loss.
Accompanying drawing explanation
Fig. 1 is the overall flow block diagram of the home services flow monitoring method and system that the present invention is based on mobile Internet.
Fig. 2 is home services of the present invention-respond services sequential chart.
Fig. 3 is attendant's service procedure and operation interface schematic diagram 1.
Fig. 4 is attendant's service procedure and operation interface schematic diagram 2.
Fig. 5 follows the tracks of interface schematic diagram for third party monitors.
Embodiment
Below in conjunction with accompanying drawing, technical scheme of the present invention is specifically described.
A kind of home services flow monitoring method based on mobile Internet of the present invention, comprises the steps,
S01: user need carry out the information of home services by the registration of home services cloud computing center, the attendant that home service information is pushed to by mobile Internet by home services cloud computing center and monitor staff, the mobile terminal of described attendant and monitor staff is loaded with AP services P and monitoring APP respectively;
S02: attendant connects down the service of this family by AP services P, simultaneously AP services P is by the order information feed back of this attendant to home services cloud computing center, and is sent to the monitoring APP of described monitor staff;
S03: attendant confirms the nodal information of home services various stages by AP services P, feeds back to home services cloud computing center, and is sent to the monitoring APP of described monitor staff, realize the visual control of overall home services process by AP services P.
The nodal information of described home services various stages comprises and goes to home services place departure time, time of arrival, field conditions, beginning service time, treatment situation, result, end service time.
The nodal information of the home services various stages that described monitor staff confirms according to attendant, is evaluated by monitoring APP, and is sent to described home services cloud computing center.
Described home services cloud computing center is according to the type of home services, the response time threshold value of the node of corresponding home services various stages is set, and in conjunction with the evaluation information that monitor staff is sent by monitoring APP, the overall evaluation is carried out to the home services of attendant.
In the process of the nodal information of the home services various stages that described monitor staff confirms attendant, can by monitoring APP transmission processing advisory opinion to home services cloud computing center, and be sent to the AP services P of described attendant, for attendant's reference.
Present invention also offers a kind of home services flow monitoring system based on mobile Internet, comprise home services cloud computing center and carry out with this home services cloud computing center the mobile phone that communicates, described mobile phone-downloaded has AP services P and monitoring APP, with respectively for attendant and third party monitor staff;
Described home services cloud computing center is registered with the information need carrying out home services, and stores the history home service information (being stored by home services database) of attendant;
Described AP services P carries out home service information and the nodal information for confirming home services various stages for the need receiving the propelling movement of described home services cloud computing center; Described AP services P comprise connect home service information for showing attendant home service information display module, for taking the photographing module of every situation in home services process and being convenient to the feedback module that attendant feeds back home services various stages nodal information;
Described monitoring APP feeds back to the nodal information of the home services various stages of described home services cloud computing center for receiving described AP services P, and has the function evaluated home services; Described monitoring APP comprise for show attendant the nodal information in family's service process each stage home service information display module, for follow the tracks of every situation in home services process alarm tracking module.
It is below specific embodiment of the invention process.
As shown in Figure 1, the core of the technical program is:
1) service process is decomposed into the stage contributing to understanding service status and also can monitor;
2) crucial service station is determined in each stage;
3) brief but important service status information is uploaded to cloud central management platform by a line attendant by mobile Internet and the AP services P with the customizing messages acquisition function matched with service at these nodes;
4) cloud central management platform is in real time to the information that related personnel (third party monitor staff, Service Management personnel etc.) utilizes monitoring APP Push Service personnel to upload.
In the technical program, by home services process control method mobile phone A PP(AP services P and monitoring APP) and cloud computing platform on realize, such third aspect monitor staff (kith and kin of attendee, attendant, home services supvr, Community managers), mobile APP just can be utilized to transfer and show the information of these " service time points ", to make not utilize video technique just can make these service processes " visual ", thus reach the object of service supervision.
Such as, the critical behavior action before the service estimated time of commencement in family's service process or old man's vehicle caring service process, service actual start time, service start in state, service and service result.As shown in Figure 2, for " old solitary people monitoring-respond services ", whole service process is broken down into the next stage:
1) supervisory system sends warning information, and respond services starts to start; Attendant and third party monitor staff obtain the warning information that cloud central management platform pushes simultaneously;
2) attendant acknowledges receipt of warning information by APP; Third party monitor staff learns that attendant receives warning information;
3) attendant sends responding process node information: go to alarm on-the-spot; Third aspect monitor staff learns that attendant has set out response alarm;
4) attendant sends responding process node information: reach alarm scene; Third aspect monitor staff learns that attendant reaches the spot;
5) attendant sends responding process node information: field conditions (old man's situation); Third aspect monitor staff learns old man's As-Is;
6) attendant sends responding process node information: treatment situation (such as, calling out ambulance); Third aspect monitor staff learns the stage situation in process;
7) attendant sends responding process node information: result (such as, old man on good terms or entered the treatment stage); Third aspect monitor staff learns this alarming processing result.
By describing attendant from receiving service triggering information by the information of key event in responding process, to carrying out confirming, reaching the spot, start the key link such as service, service end, so that third party monitor staff can from the aspect such as promptness, service quality monitor service.
The attendant of " old solitary people monitoring-respond services " is illustrated by timing diagram interactive between AP services P, housekeeping cloud central management platform, third party's monitoring (as kith and kin) APP in Fig. 2.In figure, " intelligence nurse Internet of Things ", " intelligent health Internet of Things " are the data sources triggering " alarm-respond services flow process ".
(1) in figure,
t 0 in the moment, cloud center finds unexpected or abnormal according to " intelligence nurse Internet of Things ", " intelligent health Internet of Things " monitoring logic and sends " alarm notification ", starts service procedure; Or according to the service time of arranging with serviced object in advance, the service that sends is about to " Service Notification " that start; As in figure
.And simultaneously,
t 0 moment, also " alarm notification " or " Service Notification " third party should be pushed to monitor on APP, as (A) in figure.
(2) attendant's (event pays close attention to people) exists
t 1 moment confirms " alarm notification " or " Service Notification ", and now cloud central record pays close attention to acknowledging time and the identity of people, sees in figure
; Simultaneously, if what cloud center sent is " event notice " (may be the generation of accident or anomalous event), have at least in third party's monitoring (as kith and kin) and 1 people Yao Qi APP acknowledges receipt of this event information (show the generation of known critical event dawn, to pay close attention to the progress of event handling after such a time), the time of confirmation
t 1 and the information of affirmant stored in cloud central database, will be shown in (B) in figure in third party monitor staff.
And after this
t 2 moment, third party APP can receive cloud center push about server " acknowledge receipt of event notice " information and server's acknowledging time, see (C) in figure.
(3) according to the time of service discipline, attendant exists
t 2 moment arrives at scene, and " confirmation " oneself reaches the spot on its APP, as in figure
; And cloud center exists
t 3 monitor on APP to third party, in figure shown in (D) by serving the confirmation message transport that people reaches the spot; For guaranteeing that server is that what to arrive is actual scene really, now can take the photo before site disposal, monitoring (kith and kin) to make third party and be sure of.Above-mentioned all procedural informations are all deposited into cloud central database.
In addition, before attendant processes (or service), third party's monitoring (kith and kin) can be
t 4 moment is (before attendant's process/service completes
t 3 ) send service or treatment advice to cloud center, with to attendant's reference, see (E) in figure.
(4) after attendant is disposed, in
t 3 moment transmission processing complete information, to cloud center, comprises the photo after process and summary word, see in figure
; Third party's monitoring (kith and kin) can be
t 5 in the moment, its APP can see result-word and the photo of process, and carry out marking and commenting on to this service, as (F) in figure.
So far, whole service process is called the closed loop procedure of " visual ".
By service process described above, based on the implementation method of APP and cloud computing and interface description thereof, and realize on APP " visual " of service and management process thereof.
As shown in Figure 3,4, the operation interface realized on AP services P and operating process schematic diagram is respectively.
As shown in Figure 3, it is the operation interface of home services personnel APP, its median surface (G) Shi Yun center is pushed to the information on APP automatically, comprise event notice or Service Notification, attendant is once receive this information, will along with " confirmation ", attendant must press " confirmation ", shows to receive.
Then interface changes to (H), i.e. prompting " arrives and confirms ", after it is reached the spot, presses " arrive and confirm ", and takes the situation record interface (I) at scene when reaching the spot or enter words input interface (J) simultaneously.
After this be transferred to and process afterwards, as shown in Figure 4, prompting attendant after completing assigned tasks, presses " completing PLSCONFM " by interface (K), then enter photo input interface (L) and afterwards process text summary input interface (M) afterwards.
As shown in Figure 5, for third party (serviced kinsfolk, kith and kin, managerial personnel etc.) etc. observes the interface of event or service progress, only be divided into 2 interfaces: upper level interface (N) is for selecting service content, comprise " intelligent daily life ", " alarm tracking ", " daily service ", " emotional affection communication ", select wherein any one, corresponding interphase will be entered into respectively and the details such as state, corresponding speed, result of directly observation service or relief.
2 grades of interfaces that figure median surface (O) operates for third party (kith and kin), indicate the visual content of " daily service ", comprise the details such as description of response moment, the time of reaching the spot, deadline and performance.
Detailed communication in home services process and the procedural details of event/service, be all stored in cloud central database; By in cloud center analysis system, the up to standard of each parametric data and trend are analyzed, its result will be applied to home services and quality management process thereof, and so detailed service history data analysis is used to guide the method with continuative improvement home services and process thereof.
The parameter analyzed item up to standard, trend, include for all home services member human bodies and whole team:
A) response time situation up to standard;
B) time situation up to standard is reached;
C) service completion time situation up to standard;
D) attitude and communication capability are graded situation up to standard;
E) technical ability situation up to standard is served;
F) trend of each index;
Above-mentioned all indexs, its medium-term and long-term analysis result will be used for home services system service quality and service process, and be applied to and instruct the training of home services personnel and the construction of service system.
Be more than preferred embodiment of the present invention, all changes done according to technical solution of the present invention, when the function produced does not exceed the scope of technical solution of the present invention, all belong to protection scope of the present invention.
Claims (9)
1., based on a home services flow monitoring method for mobile Internet, it is characterized in that: comprise the steps,
S01: home service information is pushed to attendant and monitor staff by mobile Internet by home services cloud computing center, the mobile terminal of described attendant and monitor staff is loaded with AP services P and monitoring APP respectively;
S02: attendant connects down this home services by AP services P, simultaneously AP services P is by the order information feed back of this attendant to home services cloud computing center, and is sent to the monitoring APP of described monitor staff;
S03: attendant confirms the nodal information of home services various stages by AP services P, feeds back to home services cloud computing center, and is sent to the monitoring APP of described monitor staff, realize the visual control of overall home services process by AP services P.
2. the home services flow monitoring method based on mobile Internet according to claim 1, is characterized in that: the nodal information of described home services various stages comprises and goes to home services place departure time, time of arrival, field conditions, beginning service time, treatment situation, result, end service time.
3. the home services flow monitoring method based on mobile Internet according to claim 1, it is characterized in that: the nodal information of the home services various stages that described monitor staff confirms according to attendant, evaluated by monitoring APP, and be sent to described home services cloud computing center.
4. the home services flow monitoring method based on mobile Internet according to claim 3, it is characterized in that: described home services cloud computing center is according to the type of home services, the response time threshold value of the node of corresponding home services various stages is set, and in conjunction with the evaluation information that monitor staff is sent by monitoring APP, the overall evaluation is carried out to the home services of attendant.
5. the home services flow monitoring method based on mobile Internet according to claim 1, it is characterized in that: in the process of the nodal information of the home services various stages that described monitor staff confirms attendant, can by monitoring APP transmission processing advisory opinion to home services cloud computing center, and be sent to the AP services P of described attendant, for attendant's reference.
6. the home services flow monitoring system based on mobile Internet, it is characterized in that: comprise home services cloud computing center and carry out with this home services cloud computing center the mobile phone that communicates, described mobile phone-downloaded has AP services P and monitoring APP, with respectively for attendant and third party monitor staff;
Described home services cloud computing center is registered with the information need carrying out home services, and stores the history home service information of attendant;
Described AP services P carries out home service information and the nodal information for confirming home services various stages for the need receiving the propelling movement of described home services cloud computing center;
Described monitoring APP feeds back to the nodal information of the home services various stages of described home services cloud computing center for receiving described AP services P, and has the function evaluated home services.
7. the home services flow monitoring system based on mobile Internet according to claim 6, is characterized in that: described home services cloud computing center comprises a home services database, to store the history home service information of each attendant.
8. the home services flow monitoring system based on mobile Internet according to claim 6, is characterized in that: described AP services P comprise connect home service information for showing attendant home service information display module, for taking the photographing module of every situation in home services process and being convenient to the feedback module that attendant feeds back home services various stages nodal information.
9. the home services flow monitoring system based on mobile Internet according to claim 6, is characterized in that: described monitoring APP comprise for show attendant the nodal information in family's service process each stage home service information display module, for follow the tracks of every situation in home services process alarm tracking module.
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