JP2003256606A - Service quality evaluation index select device, method, program and program recording medium - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To solve the problem that, according to the prior art, the evaluation index of service quality does not take the form of using service into consideration, and the service is not classified into service types such as the time for using the service to select the service quality evaluation index, and accordingly, it is impossible to objectively select the service quality evaluation index, and accurate evaluation on the service quality can't be made. <P>SOLUTION: The above problem is solved by a service quality evaluation index select device for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, which is characterized by having a storage device for storing the type of service provided to the user, and a control part for selecting the service evaluating index according to the type of service stored in the storage device. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a service management technique for selecting a service user evaluation index for a service provided by a service provider.

[0002]

2. Description of the Related Art In recent years, the use of corporate networks and electronic / individual merchandises has advanced. For such network services, it is important to properly evaluate the quality of the provided services in order to obtain user satisfaction.

[0003] Conventionally, market surveys have been conducted on providers regarding services, and the evaluation index of service quality is determined based on the results of the survey based on the decisions and the intuition of the decision makers.

Here, regarding the method of selecting the evaluation index of the service quality, the Foundations of Service Level Managem
ent (Rick Sturm, Wayne Morris, and Mary Jander, S
AMS Publishing, ISBN: 0672317435) Reported in Chapter 2.
In these reports, the Av
It employs ailability and Performance.

[0005]

The above-mentioned conventional technique is
There is no service quality evaluation index that considers the form of service usage.Services are classified into service types such as the time and time zone in which the service is used and the service response time from the information provision system. No quality evaluation index is selected. Therefore, it is not possible to objectively select the evaluation index of service quality, and
There was a problem that the quality of service could not be evaluated accurately.

[0006] From the above, the object of the present invention is to select a service quality evaluation index, and thereby to make an accurate quality evaluation of a service, a service quality evaluation index selection device, a service quality evaluation index selection method, a program, and a program. It is to provide a program recording medium.

[0007]

The above-mentioned problems can be solved by a service quality evaluation index selecting device shown below.

That is, a service quality evaluation index selecting device for selecting a service quality evaluation index for quantitatively evaluating the quality of the service provided to the user, the type of service provided to the user. A storage device for storing,
A service quality evaluation index selection device, comprising: a control unit that selects a service evaluation index based on the type of service stored in a storage device.

The above problem can be solved by the following service quality evaluation index selection method.

That is, it is a service quality evaluation index selection method for selecting a service quality evaluation index for quantitatively evaluating the quality of the service provided to the user, and the type of service provided to the user. A service quality evaluation index selection method characterized by storing and selecting the service evaluation index based on the type of service.

[0011]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described below.
Description will be given with reference to the accompanying drawings. (Embodiment 1) FIG. 1 is a software configuration of a service quality evaluation index selection device according to a first embodiment of the present invention.

The control unit incorporated in the terminal device 201 of the service quality evaluation index selection device 200 has a service quality evaluation index table 111 and a service quality evaluation index selection stored in the external storage device 110 of the service quality evaluation index selection device 200. A program relating to the service quality evaluation index selection processing 100 is executed based on the data table 112. The program for executing the service quality evaluation index selection processing 100 is recorded in a computer-readable recording medium, and the control unit in the terminal device 201 reads the recording medium to execute the processing described above. Good.

The service quality evaluation index selection processing 100 is
It comprises a service quality evaluation index table editing process 101 and a service quality evaluation index process 102.

Service quality evaluation index table editing processing 1
01 edits the service quality evaluation index data table to define the service type, set the service quality, change the service quality evaluation index, and the like based on the result of the analysis of the service.

The service quality evaluation index processing 102 urges the user to input a service type and a service quality item, obtains respective input data, and provides a service based on the service type and the service quality item input by the user. A corresponding evaluation index is selected from the quality evaluation index table and the selected evaluation index is presented to the user.

The service quality evaluation index table 111 is categorized by service quality items and stores service evaluation indexes corresponding to respective service types.

In the service quality evaluation index selection data table 112, the service quality evaluation index selection result 503 specified from the combination of the service type data 501 and the service quality item data 502 entered by the user is entered.
Is remembered.

FIG. 2 is a block diagram showing the hardware configuration of the service quality evaluation index selecting apparatus according to the first embodiment of this invention.

The service quality evaluation index selection device 200 comprises a terminal device 201 and an external storage device 110.

The control unit of the terminal device 201 controls the service quality evaluation index table 11 stored in the external storage device 110.
The service quality evaluation index selection processing 100 is performed based on 1 and the service quality evaluation index selection data table 112.

FIG. 3 is a block diagram showing the structure of the service quality evaluation index table.

The service quality evaluation index table 111 stores a service quality evaluation index 303 for each service quality item 301 and service type 302 input by the user.

The service quality item 301 is an evaluation item set between the service provider and the service user and used for quantitatively or qualitatively evaluating the quality of the service. For example, availability and response time.

The service type 302 is arbitrarily classified because there is a clear difference in the calculation of the service quality evaluation index. For example, there are general-purpose services, one-time information provision, and continuous / long-time information provision.

The service quality evaluation index 303 represents a formula for calculating the evaluation index of the service quality item to be specified.
For example, actual service time / planned provision time, MTBR (average recovery time), MTBF (average failure occurrence interval), etc.

The control unit of the terminal device 201 specifies the service quality evaluation index 303 based on the service quality item 301 and the service type 302 input by the user, which are stored in the external storage device 110.

Note that the control unit of the terminal device 201 executes the service quality evaluation index table editing process 101 as necessary, so that the service quality item, the service type, and the service quality stored in the external storage device 110 are stored. Add / update / delete evaluation indicators.

5 is a table showing the concept of service quality evaluation index selection shown in FIG. 4. The data described in FIG. 3 is an example created based on the concept based on FIG.

The service quality item 301 "availability" is
It is classified into four service types 302: "general-purpose service", "one-off information provision", "continuous / long-time information provision", and "transaction processing". "General-purpose service", "One-time information provision", "Continuous / long-time information provision" or "Transaction processing" means "actual service time / scheduled service time", "average recovery time", and "average failure occurrence", respectively. The "interval" or "average recovery time and average failure occurrence interval" is used as the service quality evaluation index.

The service quality item "response time" is
It is classified into four service types 302: “standard index”, “general-purpose service”, “for daily work / for specific person” and “single-shot / for unspecified person”. "Standard index", "General-purpose service", "Daily work / for specific person" or "Single-shot /
"For unspecified persons" means "Compliance rate of target time",
"Average response time", "response time variance" or "maximum response time" is used as the service quality evaluation index.

FIG. 5 is a block diagram showing the structure of the service quality evaluation index selection table.

The service quality evaluation index selection data table 112 includes service quality item input data 501, service type input data 502, and evaluation index selection result 5
03, which are stored in the external storage device 110, respectively.

The control unit of the terminal device 201 specifies the evaluation index selection result 503 based on the service quality item 501 and the service type 502 entered by the user, which are stored in the external storage device 110, thereby providing the service. The quality evaluation index selection processing 100 is executed.

The service quality item input data 501 is a data block for storing the service quality item input by the user by executing the service quality evaluation index selection processing 100.

The service type input data 502 is a data block that stores the service type input by the user by executing the service quality evaluation index process 102.

FIG. 6 is displayed on the terminal device 201.
5 is a block diagram showing an output example of an output device of the service quality evaluation index selection device 200. FIG.

The service quality evaluation index selection device 200 is activated by activating the service quality evaluation index selection tool.
The service quality evaluation index selection tool is displayed on the output device.

A service quality item selection area 610, a service type selection area 620, and a service quality evaluation index selection result display area 630 are output to the output device of the service quality evaluation index selection apparatus 200.

The service quality item selection area 610 displays a list of service quality item candidates that the user sets for the service to be worked, prompts the user to select, and selects the desired service quality item from the user. This is an area for receiving a selection input. In the service quality item selection area 610, specifically, a service quality item list display / selection component 611 is displayed.
Then, a service quality item selection decision button 612 is output. The service quality item candidate list 611 is the service quality evaluation index table 1 stored in the external storage device 110.
It is generated and displayed based on the data held by 11. The user selects the output service quality item candidate list 611.
A desired item is selected from among the above, and the service quality item selection determination button 612 is selected. The control unit of the terminal device 201
The selected service quality item is stored as the input data 501 of the service quality evaluation index selection table of the external storage device 110.

The service type selection area 620 is an area for displaying a list of service type candidates, urging the user to make a selection, and receiving a selection input of a service type which is considered to correspond to the service to be worked from the user. .
To the service type selection area 620, specifically, a service type list display / selection component 621 and a service type determination button 622 are output. The list of service types is generated and displayed based on the service quality evaluation index table stored in the external storage device 110. The user selects a desired item from the displayed service type candidate list 621 and selects the service type selection button 6
Select 22. The control unit of the terminal device 201 stores the selected service type as the input data 502 of the service quality evaluation index selection table of the external storage device 110.

The control unit of the terminal device 201 identifies the service quality evaluation index 503 based on the service type 501, the service quality item 502, and the service quality evaluation index selection table 112 input by the user. The service quality evaluation index selection result display area 630 includes an area 631 for outputting the specified service quality evaluation index 503.

FIG. 7 is a flow chart of the service quality evaluation index table editing process 101 in FIG.

Service quality evaluation index table editing process 1
01 is a process performed by the control unit of the terminal device 201 before the user starts the work of specifying the service quality evaluation index based on the service quality item and service type of the target service.

The flow chart shown in FIG. 7 will be described below.

First, a service quality item, a service type, and a service quality evaluation index related to the work target service are specified (step 701). If the service quality item, service type, and service quality evaluation index specified in step 701 are already stored in the service quality evaluation index table 111 (step 702), the process proceeds to step 704. Otherwise, if the service quality item, service type, and service quality evaluation index specified in step 701 are not stored in the service quality evaluation index table 111 (step 702), the service quality item, service type, or newly set service quality item or As the service quality evaluation index data, the service quality evaluation index table 11
1 (step 703). If the service quality item, the service type, and the service quality evaluation index specified in step 701 are stored in the service quality evaluation index table 111 and both are regarded as valid items and evaluation indexes (step 704), this processing To finish. Otherwise, the service quality item, service type, and service quality evaluation index specified in step 701 are in the service quality evaluation index table, and the service quality item, service type, or service quality evaluation index is appropriate. If it is necessary to correct it, the corresponding item in the service quality evaluation index table 111 is corrected (step 705).

FIG. 8 is a processing flow chart of the service quality evaluation index processing in FIG.

Hereinafter, with reference to FIG. 8, processing by the control unit of the service quality evaluation index selection device 200 from the input of the service type and the service quality item to the output of the evaluation index for the service quality item for the service type. Will be explained.

First, the service quality evaluation index selecting device 20.
0 is activated and the service quality evaluation index selection tool shown in FIG. 6 is displayed (step 801). Next, the user is prompted to input the input item until both the service quality item and the service type are selected (step 802). Next, if the service quality item is selected, step 80
8 (step 803). Otherwise, if the quality of service item is not yet selected (step 8)
03), a service quality item is selected, and an enter button 612 is selected.
The user is prompted to input the service quality item until is pressed (step 804). If the service quality item is selected and the decision button 612 is pressed (step 804)
The service quality item selected / input by the user is acquired (step 805), a service type list is acquired based on the selected service quality item and the service quality evaluation index table 111 (step 806), and the service quality evaluation index is acquired. The display item 621 of the service type selection component of the selection tool is changed (step 807).

Next, if the service type is selected, the process returns to step 802 (step 808). Otherwise, if the service type is not yet selected (step 808), the user is prompted to enter the service type until the service type is selected and the enter button 622 is pressed (step 809). If the service type is selected and the OK button 622 is pressed (step 8)
09) The service type selected / input by the user is acquired (step 810), and the service quality item list is acquired based on the selected service type and the service quality evaluation index table 111 (step 811), and the service quality evaluation is performed. The display item 631 of the service quality item selection component of the index selection tool is changed (step 812).

Next, if both the service quality item and the service type are selected / input (step 802),
Based on the selected service quality item, service type, and service quality evaluation index table 112, the corresponding service quality evaluation index is acquired (step 813), and the acquired service quality evaluation index is evaluated by the service quality evaluation index selection tool. It is displayed in the index display item 631 (step 814). Next, referring to FIGS. 3, 5, 6 and 8, according to the operation performed by the user on the service quality evaluation index selection tool, the appropriate service quality for each service quality item according to the service type of the target service. The flow of service quality evaluation index processing will be described according to the work of specifying the evaluation index.

Here, it is assumed that the data table as shown in FIG. 3 is already defined according to the processing flow shown in FIG. 7 based on the concept of service quality evaluation index selection shown in FIG.

The user selects the service quality item “availability” in the service quality item list display / selection component 611 of the service quality evaluation index selection tool shown in FIG. 6 and presses the service quality item selection determination button 612. As a result, the control unit of the terminal device 201 displays a list of service types associated with this service quality item, “general-purpose service”, “one-off information provision”, and “continuous / long-time information provision”.
Display the service type list consisting of "transaction processing" in the service type list display / selection part.
From the service type list, the user can select "One-time information provision".
And press the service type decision button 622. Thereby, the control unit of the terminal device 201 acquires the “average recovery time” corresponding to the service quality item “availability” and the service type “one-off information provision” selected by the user in the service quality evaluation index table. "Average recovery time" is displayed in the evaluation index display area 631 of the service quality evaluation index selection tool.

As described above, according to the present embodiment, without being determined by the inappropriate judgment based on the experience and intuition of the user,
From the type of information service, it is possible to specify and present a service quality evaluation index to be set for the service based on a certain standard. (Embodiment 2) FIG. 9 is a software configuration of a service quality evaluation / selection apparatus according to the second embodiment of the present invention.

The control unit of the terminal device 1000 specifies the service type from the usage pattern of the information service input by the user, further specifies the service quality evaluation index, and outputs the service quality evaluation index. A program relating to the selection process 900 is executed.

The service quality evaluation index selection processing 900 includes
A service quality evaluation index table editing process 901 and a service quality evaluation index process 902 are included.

The external storage device 910 of the service quality evaluation index selection device 1000 has a service quality evaluation index table 911 and a service quality evaluation index selection data table 9
12 are stored.

Service quality evaluation index table editing processing 9
01 edits the service quality evaluation index data table to define the usage pattern of the service, set the service quality, and change the evaluation index of the service quality based on the analysis result of the service.

The service quality evaluation index processing 902 prompts the user to input the service usage pattern and the service quality item, obtains respective input data, and the service usage pattern, the service quality item, and the service input by the user. An evaluation index is selected based on the quality evaluation index table 911, and the selected evaluation index is presented to the user.

The service quality evaluation index table 911 stores a service evaluation index corresponding to the service usage pattern for each service quality item. The service quality evaluation index selection data table 912 includes the service usage pattern input data 121 selected and input by the user, the service quality item input data 501, the service usage pattern 1201 and the service quality item 501 input by the user. The specified service quality evaluation index selection result 1203 is stored.

FIG. 10 is a block diagram showing the hardware configuration of the service quality evaluation / selection apparatus according to the second embodiment of the present invention.

Service quality evaluation index selection device 1000
Consists of a terminal device 1001 and an external storage device 910.

The control unit of the terminal device 1001 executes the service quality evaluation index selection processing based on the service quality evaluation index table 911 and the service quality evaluation index selection table 912 stored in the external storage device.

FIG. 11 is a block diagram showing the structure of the service quality evaluation index table.

The service quality evaluation index table 911 includes service quality items 1101 and service usage patterns 1
102, a service type 1103, a service quality item 1101, and a service quality evaluation index 1104 for each service usage form 1102 are stored.

The terminal device 1001 executes the service quality evaluation index table editing process 901 as necessary, so that the service quality item 1101, the service usage form 1102, and the service type stored in the service quality evaluation index table 911 are stored. 1103 or service quality evaluation index 1104 is added / updated / deleted.

FIG. 12 is a block diagram showing the structure of the service quality evaluation index selection table.

Service quality evaluation index selection table 912
Includes service quality item 912 and service usage form 1
201, service type identification data 1202 selected based on the input service quality item 501 and the service usage form 1201, and a service quality evaluation index selection result 1203 are stored.

The service usage pattern input data 1201 is
It is data indicating the service usage pattern input by the user by executing the service quality evaluation index process.

The service type identification data 1202 identifies the service type identified by executing the service quality evaluation index processing based on the service quality item input data 501 and the service usage pattern input data 1201 input by the user. The data.

The evaluation index selection result 1203 is a service quality evaluation index process based on the service quality item 501 input by the user, the service usage pattern 1201 input by the user, and the specified service type identification data 1202. This is a data block that stores the selected service quality evaluation index as a result of execution.

FIG. 13 is a block diagram showing an example of the screen configuration of the service quality evaluation index selection tool displayed on the output device of the terminal device 1001.

The control unit of the terminal device 1001 displays the service quality evaluation index selection tool on the output device of the terminal device 1001.

The service quality evaluation index selection tool is composed of a service quality item selection area 610, a service usage pattern selection area 1310, and a service quality evaluation index selection result display area 1320.

The service use form selection area 1310 displays a list of candidates that the user can select as a use form of the service to be worked on, prompts the user to make a selection, and inputs a desired service use form from the user. Is an area for receiving. The service usage pattern selection area 1310 is further divided into a service usage frequency selection component 1311, a service user selection component 1312, and a service usage pattern determination button 1213. For a list of choices for service usage,
It is generated and displayed based on the data held in the service quality evaluation index table. Here, when the user selects the service usage frequency and the service user and presses the service usage pattern selection determination button 1313, the selection of the service usage pattern is determined. Service quality evaluation index selection result display area 1
An area 320 outputs the service type specified based on the service usage pattern selected and input by the user, and the service quality evaluation index selected based on the specified service type and the service quality item selected by the user. The service quality evaluation index selection result display area 1320 has a service type specific data output component 1321 and a service quality evaluation index selection result display component 1322.

FIG. 14 is a processing flow chart of the service quality evaluation index table editing processing 901 in FIG.

Service quality evaluation index table editing processing 9
01 is a process performed by the control unit of the terminal device 1001 before the user starts the work of specifying the service quality evaluation index based on the service quality item of the target service and the service usage pattern. The flow chart shown in FIG. 14 will be described below.

First, a service quality item, a service usage pattern, a service type, and a service quality evaluation index relating to a work target service are specified (step 1401). If the service quality item, service usage form, service type, and service quality evaluation index specified in step 1401 are present in the service quality evaluation index table (step 14
02) Go to step 1404. Otherwise, if the service quality item, service usage form, service type, and service quality evaluation index specified in step 1401 are not in the service quality evaluation index table (step 140)
2) As data to be newly set, the service quality item, the service usage pattern, the service type, or the service quality evaluation index is added to the service quality evaluation index table (step 1403). Step 1401
If the service quality item, the service usage form, the service type, and the service quality evaluation index specified in step 1 are both considered to be valid items and evaluation indexes in the service quality evaluation index table (step 1404), this process ends. To do. If not, the service quality item, service usage form, service type specified in step 1401
And the service quality evaluation index is in the service quality evaluation index table, and the service quality item, service usage form, service type, or the service quality evaluation index lacks its validity and needs to be corrected. The corresponding item in the evaluation index table is corrected (step 1405).

FIG. 15 is a processing flow chart of the service quality evaluation index processing in FIG. Hereinafter, with reference to FIG.
Service quality evaluation selection from input of service usage form and service quality item to output of what kind of evaluation index should be used for the service quality item for the service corresponding to the service type corresponding to the service usage form The processing by the control unit of the device 20 will be described. First, the service quality evaluation index selection tool is displayed (step 1501). Next, the user is prompted to input the input item until both the service quality item and the service usage form are selected (step 1502). Next, if the service quality item is selected, the process proceeds to step 1508 (step 1503). Otherwise, if the quality of service item is not yet selected (step 15).
03), the user is prompted to input the service quality item until the service quality item is selected and the determination button is pressed (step 1504). If the service quality item is selected and the decision button is pressed (step 1504), the service quality item selected / input by the user is acquired (step 1
505), the service use form selection items associated with the selected service quality item are acquired from the service quality evaluation index table (step 1506), and the display items of the service use form selection parts of the service quality evaluation index selection tool are displayed. Change (step 1507). Next, if the service usage form is selected, the process returns to step 1502 (step 1508). Otherwise, if the service usage form has not been selected yet (step 150).
8) The user is prompted to input the service usage pattern until the service usage pattern is selected and the enter button is pressed (step 1509). If the service use form is selected and the decision button is pressed (step 1509), the service use form selected / input by the user is acquired (step 15).
10) Obtain a list of service quality items associated with the selected service usage form from the service quality evaluation index table (step 1511) and change the display item of the service quality item selection part of the service quality evaluation index selection tool. (Step 1512).

Next, if both the service quality item and the service usage form are selected / input (step 150)
2) Obtain a service type based on the selected service usage pattern (step 1513). Next, based on the acquired service type and the selected service quality item, the corresponding service quality evaluation index is acquired from the service quality evaluation index table (step 1514), and the acquired service type and service quality evaluation index are set to the service quality. Display it in the evaluation index selection tool (step 151
5) The process ends.

Next, FIG. 11, FIG. 12, FIG. 13 and FIG.
5, the service quality evaluation is performed according to the operation performed by the user on the service quality evaluation index selection tool and the work of specifying an appropriate service quality evaluation index for each service quality item according to the service usage pattern of the target service. The flow of index processing will be described.

Here, based on the idea shown in FIG. 4, it is assumed that the data table as shown in FIG. 11 has already been defined in accordance with the processing flow of FIG.

The user selects the service quality item “response time” on the service quality item list display / selection part 611 of the service quality evaluation index selection tool shown in FIG. 13 and presses the service quality item selection decision button 612. Then, a list of service usage patterns associated with this service quality item, service usage pattern selection items including “general purpose”, “daily use”, “single use”, “for specific person”, “for unspecified person” Displayed in the usage pattern selection part. Select "daily use" and "for specific person" from the service use form selection items and press the service use form determination button. Then,
In the service quality evaluation index table, the service quality item "response time" selected by the user and the service type "daily business / specific person" corresponding to the service usage pattern "daily use""specificperson" are acquired. Further, the service evaluation index “response time dispersion” corresponding to the service type “daily business / specific person” is acquired, and “daily business / special person” is displayed on the service type display component 1321 of the quality evaluation index selection tool. “Dispersion of response time” is displayed on the evaluation index display component 1322.

According to the present embodiment, the service to be set based on a certain standard for the service from the usage pattern of the information service without being determined by the inappropriate judgment based on the experience and intuition of the user. The quality evaluation index can be specified and presented. (Embodiment 3) FIG. 16 is a software configuration of a service quality evaluation index selection device according to a third embodiment of the present invention.

The control section of the terminal device 1711 specifies the service type from the operation data of the information service and specifies the evaluation index of the service quality of the service.
Execute the program related to the work to output the specified service quality evaluation index.

The service operation data processing 1600 executed by the control unit of the terminal device 1711 includes a service operation data acquisition processing 1601 and a service operation data analysis processing 1
It consists of 602. The service quality evaluation index selection processing 1610 executed by the control unit of the terminal device 1711 includes an analysis item specification data table editing processing 1611 and a service quality evaluation index processing 1612.

The service operation data process 1600 is a process of fetching service operation data, how the service is operating, how the service is used, and the service operation from various viewpoints regarding the service operation. And the process of analyzing the characteristics. The service quality evaluation index selection processing 1610 analyzes the service and its operation data to newly define a service type, provide a new service quality, or change the service quality evaluation index. Processing for editing the service quality evaluation index data table, processing for prompting the user to input the service operation data acquisition destination and service quality item, and acquiring the respective input data, and acquisition of the service operation data input by the user First, the type of service is specified based on the service quality item, the corresponding evaluation index is selected from the service quality evaluation index table, and the evaluation index selection result is presented to the user.

The service operation data table 1621 is
The use time of the service calculated for each user is stored based on the service operation data stored for each user. The items of service operation data can be changed arbitrarily.

The analysis item specifying data table 1622 is
Analysis item 1902 indicating which operation data is used to analyze the service type for each service quality item 1901
And a characteristic data calculation formula 1903 showing how to calculate the characteristic data for specifying the service type,
A characteristic judgment formula 1904 for judging the characteristic of the service based on the result of the characteristic data calculation formula 1903 is stored.

The service quality evaluation index selection data table 1623 is stored in the operation data reference destination 200 entered by the user.
1, the service quality item 2002, the specified service type 2003, and the service quality evaluation index 2004 specified from the service quality item input by the user are stored.

FIG. 17 is a block diagram showing the hardware structure of the service quality evaluation index selection device according to the third embodiment of the present invention.

Service quality evaluation index selection device 1710
Has a terminal device 171 and an external storage device 1620. The external storage device 1620 includes a service operation data table 1621, an analysis item identification data table 162.
2. A service quality evaluation index table 122 and a service quality evaluation index selection data table 1623 are stored. The service quality evaluation index selection device 1710 is connected to the service use terminal device 1700 and a plurality of service provision configuration devices 1701 via a network.

The service using terminal device 1700 is a terminal device used by the user when using the service for which the evaluation index is to be selected. Service providing component 1701
Is a series of devices configured to realize the service to be selected as the evaluation index.

The control unit of the terminal device 1711 of the service quality evaluation index selection device 1710 uses the terminal device 171 of the device.
1, the service operation data processing and the service quality evaluation index processing in the external storage device 1620 are executed to present the service quality evaluation index corresponding to the type of service identified from the service operation data.

FIG. 18 is a block diagram showing the structure of the service operation data table.

The service operation data table 1621 stores a service operation start date / time 1802 and a service operation end date / time 1803 for each service ID 1801.

The control unit of the terminal device 1711 calculates the service operating time based on the data 1802 and 1803 regarding the service operating status of the reference destination 1811 of the service operating data designated by the user.

The service ID 1801 is a number that uniquely identifies the service that specifies the service quality evaluation index.

The service operation start date / time 1802 represents the date and time when the service operation started.

The service operation end date / time 1803 represents the date and time when the service operation ends.

Note that this table configuration is for grasping the operating time of the service, and the data to be collected will change each time the response time of the service is calculated.

FIG. 19 is a block diagram showing the structure of the analysis item specifying data table.

The analysis item specifying data table 1622 is
A service quality item 1901, an analysis item 1902, a characteristic data calculation formula 1903, and a characteristic judgment formula 1904 are stored. The service quality item represents the name of the service quality item associated with the analysis item.

The analysis item 1902 represents an item of service operation data to be referred to for specifying the service type.

The characteristic data calculation formula 1903 represents a calculation formula expressing how to calculate the data characterizing the service type using the service quality item as a parameter.

The characteristic judgment formula 1904 represents a judgment formula used for classifying the service type by the numerical value calculated by the characteristic data calculation formula.

The data stored in this table is
It shall be edited at any time according to changes in service quality items and service operation data.

Based on the analysis item specification data table 1622, the control unit of the terminal device 1711 determines an item for specifying a service type with different data to be referred to for each service quality item and data characterizing the service type using the item. The calculation formula to be calculated, the formula for discriminating the service type, and the service quality item are associated with each other.

For example, in the case of "availability", it is determined whether the service is a one-time service or a continuous / long-time service according to the operating time calculated from the start time and the end time of the service operation. If the service operating time is N hours or more, it is determined to be a "continuous / long time" service type, and if it is less than N hours, it is determined to be a "single-shot" service type. Further, in the case of “response time”, the determination is made based on the response time of the time when the service provision start is requested and the time when the service provision is started.

FIG. 20 is a block diagram showing the structure of the service quality evaluation index selection data table.

The service quality evaluation index selection data table 1623 includes operation data reference destination input data 2001,
Service quality item input data 2002, service type identification data 2003, and evaluation index selection data 2004
And are remembered.

The operation data reference data 2001 is a data block that stores the location of data to be taken in as operation data when executing service operation data processing.

The service quality item input data 2002 is
This is a data block that stores the service quality item input by the user by the service quality evaluation index process executed by the control unit of the terminal device 1711.

The service type identification data 2003 is a data block for storing the service type identified from the operation data by executing the service quality evaluation index process by the control unit of the terminal device 1711.

The evaluation index selection data 2004 is the service quality evaluation selected by executing the service quality evaluation index process by the control unit of the terminal device 1711 using the service quality item input by the user and the specified service type. It is a data block that stores an index.

The control unit of the terminal device 1711 extracts the operation data from the input operation data reference destination, specifies the service type by analyzing the operation data, and specifies the specified service type and the service input by the user. A service quality evaluation index is selected based on the quality item.

FIG. 21 is a block diagram showing an example of the screen configuration of the service quality evaluation index selection tool displayed on the output device of the terminal device 1711.

Service quality evaluation index selection tool 2100
Includes a service quality item selection area 510, a service operation data reference destination input area 2110, and a service quality evaluation index selection result display area 2120.

Service operation data reference destination input area 211
Reference numeral 0 is an area for accepting an input of the location of the operation data regarding the service to be worked from the user. The service operation data reference destination input area 2110 has a service operation data reference destination input component 2111 and an enter button 2112.

Service quality evaluation index selection result display area 2
120 outputs the selected service quality evaluation index based on the service type and the service quality item, which is obtained by analyzing and specifying the operation data of the reference destination based on the operation data reference destination data input by the user. Area. The service quality evaluation index selection result display area 2120 includes a service type output component 2121 and an evaluation index output component 212.
2 and an evaluation index selection start button 2123. The service type output component 2121 outputs the specified service type. The evaluation index output component 2122 outputs the selected evaluation index.

The evaluation index selection start button 2123 specifies the service type and selects the evaluation index by executing the service operation data process and the service quality evaluation index process by the control unit of the terminal device 1711.

The details of the process flow of the service operation data processing 1601 in FIG. 16, that is, the operation data is taken in, characteristic data is extracted from the operation data for each service quality item, and the service to be operated is described with reference to FIG. A flow of processing by the control unit of the terminal device 1711 that specifies the type will be described.

First, if it is not the service operation data fetching process that received the execution instruction (step 2201), the process proceeds to step 2205. Otherwise, if it is the service operation data acquisition process that received the execution instruction (step 220).
1) Until operation data reference input data is input (2
202) Prompt for input of operation data reference destination input data (step 2203). If the operation data reference destination input data is input (step 2202), the operation data reference destination input data is stored in the service quality evaluation index selection data table (step 2204). Next, based on the input data input destination of the operation data, the operation data is referred to and loaded into the service operation data table (step 2205), and this processing ends.

When the execution instruction is not the service operation data acquisition process (step 2201) but the service quality operation data analysis process (step 2206), the process proceeds to step 2207. Otherwise, if it is not the service quality operation data analysis process (step 2206), this process ends.

When the execution instruction is received in the service operation data analysis processing (step 2206), the service quality item input data is input (step 220).
7) Prompt for input of service quality item input data (step 2208). If the service quality item input data is input (step 2207), the service quality input item is acquired and stored in the service quality item input data column of the corresponding row of the service quality evaluation index selection data table (step 2209). .

Next, based on the service quality item input data obtained in step 2209, the corresponding analysis item and characteristic data calculation formula are obtained from the analysis item specifying data table (step 2210). Next, the service type is specified based on the analysis item, the characteristic data calculation formula, and the characteristic judgment formula acquired in step 2210 (step 221).
1). Next, the service type identified in step 2211 is stored in the service type identification data in the corresponding row of the service quality evaluation index selection data table, and this processing ends.

FIG. 23 is a process flow chart of the analysis item specifying data table editing process in FIG. 16 by the control unit of the terminal device 1711.

First, the service operation data table is referred to, and the operation data items and the operation data related to the work target service are referred to (step 2301). Next, a list of service quality items is acquired from the service quality evaluation index table (step 2302). Next, for each service quality, an item for calculating data for characterizing the service from the operation data accumulated by the service that sets the service quality item and a calculation method thereof are defined (step 2303). Next, for each service quality item, the item for calculating the data for characterizing the service defined in step 2303 and the calculation method are stored in the corresponding row of the analysis item specifying data table (step 2304).

FIG. 24 is a process flow chart of the service quality evaluation index process in FIG. 16 by the control unit of the terminal device 1711.

The control unit of the terminal device 1711 uses what kind of evaluation index for the service quality item for the service to be worked from the service type specified from the operation data of the service and the service quality item input data input by the user. Output whether to do.

First, the service quality evaluation index selection tool is displayed (step 2401). Next, if the service quality item is selected and the operation data reference destination input data is input, the process proceeds to step 2409 (step 240).
2). Otherwise, if the service quality item is selected and the operation data reference input data is not entered,
The process proceeds to step 2403 (step 2402). next,
If the service quality item is selected, step 2406
Proceed to (step 2403). Otherwise, if the quality of service item is not yet selected (step 2
403), the user is prompted to input the service quality item until the service quality item is selected and the decision button is pressed (step 2404). If the service quality item is selected and the determination button is pressed (step 2404), the service quality item selected / input by the user is acquired (step 2405). Next, if the operation data reference destination input data is input, the process returns to step 2402 (step 24).
06). Otherwise, if the operating data reference destination input data has not yet been input (step 2406),
The user is prompted to input the operation data reference destination input data until the operation data reference input data is input and the enter button is pressed (step 2407). If the operating data reference destination input data is input and the enter button is pressed (step 2407), the operating data reference destination input data input by the user is acquired (step 2408). If the service quality item is selected and the operation data reference input data is input, the operation data analysis process is executed to specify the service type (step 2409). Next, the corresponding service quality evaluation index is acquired from the service quality evaluation index table based on the service type identification data specified in the operation data analysis process and the service quality item input data input by the user (step 2410). Next, the specified service type and the acquired service quality evaluation index are displayed in the evaluation index selection result display area of the service quality evaluation index selection tool (step 2411).
This process ends.

Next, referring to FIG. 18, FIG. 19, FIG. 20, and FIG. 21, according to the operation performed by the user on the service quality evaluation index selection tool, the service type is selected according to the service operating status of the target service. The flow of processing by the control unit of the terminal device 1711 will be described according to the work of specifying and appropriate service quality evaluation index for each service type.

When the user selects the service quality item “availability” with the service quality item selection component 511 of the service quality evaluation index selection tool shown in FIG. 21 and presses the service quality item selection decision button 512, the service type is specified. In order to do so, prompt the user to specify the reference destination such as the operating data file to be imported. When the user specifies the service operation data reference destination in the service operation data reference input part 2111 and presses the service operation data reference determination button 2112, the operation data reference input data is stored. After that, when the evaluation index selection start button 2123 is pressed, the service operation data processing is executed, the operation data is immediately fetched, and the operation data is analyzed. As a result of the analysis, from the data on the service operation start date and time and the service operation end date and time in the operation data, since the service operation was N hours or more, the service type “continuous / long-time information provision” could be identified. After that, “continuous / long-time information provision” is displayed on the service type output component 2121 for the specified service type. After that, the service quality evaluation index process is executed, and the "average failure time" corresponding to the service type "continuous / long-time information provision" specified from the service operation data and the service quality item "availability" selected by the user. Is acquired, and “average failure time” is displayed in the evaluation index display area 2122 of the service quality evaluation index selection tool.

As described above, according to the present embodiment, without being determined by the inappropriate judgment based on the experience and intuition of the user,
It is possible to specify the type of the information service from the data that stores the operating status of the information service, and directly specify and present the evaluation index of the service quality from the data. (Embodiment 4) FIG. 25 is a software configuration of a service quality evaluation index selection device according to a fourth embodiment of the present invention.

The service operation data processing 900 by the control unit of the terminal device 2611 is the same processing as in the third embodiment.

The service quality evaluation index selection processing 2500 by the control unit of the terminal device 2611 comprises an analysis item specification data table editing processing 1611, an evaluation index table editing processing 101, and a service quality evaluation index processing 2502.

The service operation data processing by the control unit of the terminal device 2611 is the same as that in the third embodiment.

The service quality evaluation index processing 2501 by the control unit of the terminal device 2611 is almost the same as that of the third embodiment, but after selecting the corresponding evaluation index from the service quality evaluation index table 122, the operation data is used for evaluation. The part that presents the index value is different. Service operation data table 2512 and analysis item specific data table 1622
Is the same as in Example 3.

The service quality evaluation index selection data table 2511 is almost the same as that of the third embodiment, but the part for storing the service quality evaluation index value calculated from the operation data based on the specified service quality evaluation index is different.

FIG. 26 is a block diagram showing the hardware configuration of the service quality evaluation index selection device according to the fourth embodiment of the present invention.

Service quality evaluation index selection device 2610
Has a terminal device 2611 and an external storage device 2510. The external storage device 2510 has a service operation data table 1621, an analysis item identification data table 162.
2. A service quality evaluation index table 122 and a service quality evaluation index selection data table 2511 are stored.

The control unit of the terminal device 2611 specifies the service type from the operation data of the information service and specifies the evaluation index of the service quality of the service.
A process of outputting an evaluation index value calculated by using the specified service quality evaluation index and operation data is processed.

The service using terminal device and the service providing component device are the same as those in the third embodiment, but the service quality evaluation index selecting device 2610 is different. The service quality evaluation index selection device 2610, via the terminal device 2611 of the device,
Service operation data processing in the external storage device 2510,
Then, the service quality evaluation index process is executed to present the service quality evaluation index and the evaluation index value corresponding to the type of service identified from the service operation data.

FIG. 27 is almost the same as FIG. 20, except that it has evaluation index value output data 2701.

The evaluation index value output data 2701 is a data block for storing the evaluation index value calculated based on the selected service quality evaluation index and the acquired operation data.

FIG. 28 is a block diagram showing an example of the screen configuration of the service quality evaluation index selection tool displayed on the output device of the terminal device 2611.

FIG. 28 is almost the same as FIG. 21 used in the third embodiment, but the service quality evaluation index selection result display area 2810 is different. The control unit of the terminal device 2611 acquires the service data referred to based on the service data reference data input by the user, analyzes and specifies the service type and the service quality item selected based on the service quality item. The index and the evaluation index value are output to the service quality evaluation index selection result display area 2810. The service quality evaluation index selection result display area 2810 includes a service type output component 2121, an evaluation index output component 2122, an evaluation index value output component 2811, and an evaluation index selection start button 2123.
Composed of.

The control unit of the terminal device 2611 outputs the evaluation index value calculated based on the selected evaluation index to the evaluation index value output component.

FIG. 29 is a block diagram showing the structure of the service operation data table.

The service operation data table 2512 stores a service ID 2901 and a fault occurrence date 2902. The service ID 2901 is a number that uniquely identifies the service that specifies the service quality evaluation index. The failure occurrence date and time 2901 represents the date and time when the service cannot be provided due to some kind of failure.

Note that this table configuration is for grasping the failure occurrence interval of the service, and the data to be collected will change each time the response time of the service is calculated.

The control unit of the terminal device 2611 refers to the service operation data, extracts the data related to the service operation status from the reference destination of the service operation data designated by the user, and extracts the result of extracting the service operation time. It is stored in the service operation data table of the external storage device 2510.

FIG. 30 is a process flow chart of the service quality evaluation index process in FIG. 25 by the control unit of the terminal device 2611.

The control unit of the terminal device 2611 uses what kind of evaluation index for the service quality item for the service to be worked from the service type specified from the service operation data and the service quality item input data input by the user. What is necessary is to output the evaluation index value calculated based on the evaluation index using the operation data.

This process is almost the same as that of FIG. 24 used in the third embodiment. At the end of the process of FIG. 24, the specified service type is acquired in the evaluation index selection result display area of the service quality evaluation index selection tool. The service quality evaluation index and the evaluation index value calculated using the acquired operation data are displayed (step 3001), and this processing ends.

Next, referring to FIG. 18, FIG. 19, FIG. 28, and FIG. 29, according to the operation performed by the user on the service quality evaluation index selection tool, the service type is selected according to the service operating status of the target service. In accordance with the work of specifying the appropriate service quality evaluation index for each service type and calculating and presenting the evaluation index value based on the specified evaluation index and the acquired operation data, the terminal device 2611 The flow of processing by the control unit will be described.

The user selects the service quality item “availability” with the service quality item selection component 511 of the service quality evaluation index selection tool shown in FIG. 28 and presses the service quality item selection decision button 512. Then, the user is prompted to specify a reference destination such as an operation data file to be imported in order to specify the service type. When the user specifies the service operation data reference destination in the service operation data reference input part 2111 and presses the service operation data reference determination button 2112, the operation data reference input data is stored. After that, when the evaluation index selection start button 2123 is pressed, the service operation data processing is executed, the operation data is immediately fetched, and the operation data is analyzed. As a result of the analysis, the service type “continuous / long-time information provision” could be identified from the data regarding the service operation start date and time and the service operation end date and time in the operation data. After that, “continuous / long-time information provision” is displayed on the service type output component 2121 for the specified service type. After that, by executing the service quality evaluation index process, the "average failure time" corresponding to the service type "continuous / long-time information provision" specified from the service operation data and the service quality item "availability" selected by the user. Is acquired, and “average failure time” is displayed in the evaluation index display area 2122 of the service quality evaluation index selection tool. Next, the failure occurrence average time is calculated from the failure occurrence date and time 2901 to obtain "2 days 12 hours". After that, the calculated "2 days 12 hours" is displayed on the evaluation index value output component, and this processing is ended.

As described above, according to the present embodiment, without being determined by the inappropriate judgment based on the experience and intuition of the user,
It is possible to specify the type of the information service from the data storing the operating status of the information service, directly specify and present the evaluation index of the service quality from the data, and present the calculated evaluation index value.

[0158]

According to the present invention, according to the type of service, an objective evaluation index of service quality is selected without being determined by an unqualified judgment based on the experience and intuition of the user, and by extension, the service is evaluated. Accurate quality evaluation is possible.

[Brief description of drawings]

FIG. 1 is a software configuration of a service quality evaluation index selection device according to a first embodiment of this invention.

FIG. 2 is a hardware configuration of a service quality evaluation index selection device according to the first embodiment of this invention.

FIG. 3 Structure of service quality evaluation index table (1)

[Figure 4] Concept of service quality evaluation index selection method

FIG. 5: Structure of service quality evaluation index selection data table (1)

FIG. 6 is a configuration of an output device of the service quality evaluation index selection device in the first embodiment.

FIG. 7: Process flow for editing service quality evaluation index table (1)

FIG. 8 is a processing flow of service quality evaluation index processing (1)

FIG. 9 is a software configuration of a service quality evaluation index selection device according to the second embodiment of the present invention.

FIG. 10 is a hardware configuration of a service quality evaluation index selection device according to the second embodiment of this invention.

FIG. 11 Structure of Service Quality Evaluation Index Table (2)

FIG. 12: Structure of a service quality evaluation index selection data table (2)

FIG. 13 is a configuration of an output device of the service quality evaluation index selection device according to the second embodiment.

FIG. 14 is a processing flow (2) for editing a service quality evaluation index table.

FIG. 15 is a processing flow of service quality evaluation index processing (2)

FIG. 16 is a software configuration of a service quality evaluation index selection device according to the third exemplary embodiment of the present invention.

FIG. 17 is a hardware configuration of a service quality evaluation index selecting apparatus according to the third embodiment of this invention.

FIG. 18: Structure of service operation data table

FIG. 19: Structure of analysis item specific data table

FIG. 20: Structure of Service Quality Evaluation Index Selection Data Table (3)

FIG. 21 is a configuration of the output device of the service quality evaluation index selection device in the third embodiment.

FIG. 22 is a processing flow of service operation data processing (1)

FIG. 23 is a processing flow (1) for editing the analysis item specific data table.

FIG. 24 is a processing flow of service quality evaluation index processing (3)

FIG. 25 is a software configuration of a service quality evaluation index selection device according to the fourth embodiment of the present invention.

FIG. 26 is a hardware configuration of a service quality evaluation index selection device according to the fourth embodiment of the present invention.

FIG. 27 is a structure of a service quality evaluation index selection data table (4)

FIG. 28 is a configuration of the output device of the service quality evaluation index selection device in the fourth embodiment.

FIG. 29: Structure of service operation data table (2)

FIG. 30 is a processing flow of service quality evaluation index processing (4)

[Explanation of symbols]

100 ... Service quality evaluation index selection processing, 101 ... Service quality evaluation index table editing processing, 102 ... Service quality evaluation index processing, 110 ... External storage device, 111 ... Service quality evaluation index table, 112 ... Service quality evaluation index selection data table , 200 ... Service quality evaluation index selection device, 201 ... Terminal device, 301 ... Service quality item, 302 ... Service type, 303 ... Service quality evaluation index, 501 ... Service quality item input data, 5
02 ... Service type input data, 503 ... Evaluation index selection result

Claims (13)

[Claims] 1. A service quality evaluation index selection device for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, the type of service provided to the user. Based on the type of service stored in the storage device and the storage device storing the
A service quality evaluation index selection device, comprising: a control unit that selects the service evaluation index. 2. A service quality evaluation index selection device for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, the type of service provided to the user. Based on the type of service stored in the storage device and the storage device storing the
A service quality evaluation index selection device, comprising: a control unit that selects the service evaluation index; and an output device that outputs the service evaluation index selected by the control unit. 3. A service quality evaluation index selection device for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to the user, wherein the service provided to the user is used. A storage device for storing the form, and specifying the type of service provided to the user based on the use form of the service stored in the storage device,
A service quality evaluation index selection device, comprising: a control unit that selects a service evaluation index based on the specified service type. 4. A service quality evaluation index selecting device for selecting a service quality evaluation index for quantitatively evaluating the quality of a service provided to a user, which stores operation data related to the operation status of the service. And a control unit that specifies a service type based on the operation data stored in the storage device and selects a service evaluation index based on the specified service type. Service quality evaluation index selection device. 5. A service quality evaluation index selecting device for selecting a service quality evaluation index for quantitatively evaluating the quality of a service provided to a user, which stores operation data relating to the operation status of the service. Storage device and the operation data stored in the storage device, the type of service is specified, the service evaluation index is selected based on the specified service type, and the service is based on the selected evaluation index. A service quality evaluation index selection device, comprising: a control unit that calculates a quality evaluation value. 6. A service quality evaluation index selection device for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, the type of service provided to the user. A service quality evaluation index selection device, comprising: a storage device that stores the service quality evaluation index; and a control unit that selects the service evaluation index based on the type of service stored in the storage device. 7. A service quality evaluation index selection method for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, the type of service provided to the user. And selecting the service evaluation index based on the type of the service. 8. A service quality evaluation index selection method for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, the type of service provided to the user. And selecting the service evaluation index based on the service type and outputting the service evaluation index. 9. A service quality evaluation index selection method for selecting a service quality evaluation index for quantitatively evaluating the quality of the service provided to the user, wherein the service provided to the user is used. A service quality evaluation characterized by storing a form, specifying a service type provided to the user based on the use form of the service, and selecting a service evaluation index based on the service type. Indicator selection method. 10. A service quality evaluation index selection method for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, wherein operation data relating to the operation status of the service is stored. Then, a service quality evaluation index selection method, characterized in that the service type is specified based on the operation data, and the service evaluation index is selected based on the service type. 11. A service quality evaluation index selection method for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user, wherein operation data relating to the operation status of the service is stored. The service type is specified based on the operation data, the service evaluation index is selected based on the service type, and the service quality evaluation value is calculated based on the evaluation index. Service quality evaluation index selection method. 12. A program for causing a computer to execute a service quality evaluation index selection process for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to the user, the program comprising: A program that realizes a function of storing the type of service provided and a function of selecting the service evaluation index based on the type of service. 13. A computer readable recording program for causing a computer to execute a service quality evaluation index selection process for selecting a service quality evaluation index for quantitatively evaluating the quality of service provided to a user. And a recording medium which realizes a function of storing the type of service provided to the user and a function of selecting the service evaluation index based on the type of service. Recording medium recorded.