RU2698250C1 - Hardware-software system for optimization of enterprise operation - Google Patents

Abstract

FIELD: computer equipment.

SUBSTANCE: invention relates to a hardware-software system for optimizing the operation of an enterprise. Complex comprises a user identification unit, a local and/or a central server, a transmission subunit, an analysis unit, an information storage subunit, a reporting subunit, wherein the identification unit includes a video unit and a tracking unit connected directly or through an information collection subunit and/or a transmission subunit with a local and/or central server, wherein local and/or central server is connected directly or through data collection subunit and/or transmission subunit with electronic system of enterprise, wherein information from a video unit, a tracking unit and an enterprise electronic system, identifying a client and a responsible employee of an enterprise and characterizing their movement, an operation start time, an operation location within the enterprise, is subject to transfer for analysis to local and/or central server in order to determine duration of each operation with subsequent transmission of information to report generation unit for automatic generation of enterprise operation report.

EFFECT: optimization of enterprise operation due to automation of process of collection and analysis of information on work processes of an enterprise.

7 cl, 1 dwg

Description

The invention relates to the market for the provision of services and is aimed at accelerating and optimizing the workflow of an enterprise by automating the process of collecting, processing, transmitting and comprehensive analysis of information.

A known system for analyzing the workflow of an enterprise, for example a bank, [US2018053193A1]. This patent describes an algorithm for collecting information, the form of interaction of a person with it, and the predicted effect of obtaining this information. In particular, emphasis is placed on collecting information on the operation of systems installed at the enterprise, for example, a printer, scanner, etc., and reports on the need for scheduled maintenance or supplement with paper. This information by sending information to interested users, through the system interface, allows you to see this information, convert it into a working team for performers. The system also involves contact with the end user of the service - the client of the enterprise, allowing him to choose and transform the services of the enterprise to his needs. In particular, the system includes:

• Use in various enterprises (banks, trade, etc.);

• All kinds of ways to identify the client, including his location;

• The presence of at least one mobile device both on the side of the institution and on the client side;

• Authentication, including through face recognition;

• Various patterns of interaction with the client, including the history of relations (complaints, wishes, preferences), online communication, etc .;

• Availability of intellectual queue;

• Creating tasks by clients;

• Availability of security system;

• Analytics for each client.

A well-known system is interactive, which means it constantly accumulates an error associated with incorrect and distracted behavior of both the system user and the operator from the side of the enterprise. Accordingly, the analytics formed by the system includes the above subjective aspect.

The closest technical solution is the technical solution disclosed in patent RU153306U1 regarding an information terminal comprising a communication unit configured to receive a signal from a device for organizing an electronic queue corresponding to a service selected by a user on said device and with the possibility of interacting with a server to obtain content based on the received signal, the demonstration unit associated with the communication unit and configured to demonstrate the content received t server unit interacting with the user to receive information from the user associated with the communication unit, the communication unit configured to transmit information received from the user, to the server. The server may be local and / or remote. The information terminal may include an information collection unit for collecting statistical information obtained by the user interaction unit as a result of user interaction.

In one embodiment, the information terminal is a mobile device (eg, a tablet personal computer). This means that the user can use the information terminal in the office of the enterprise, or the information terminal can be simulated in the user's device, for example, using a special application.

 In fact, the information terminal is described as a single element of an extensive service delivery system (integrated or configured to integrate into a feedback information system), although it is essentially interactive, but it implies an intelligent unit that allows differentially reacting to user actions and conducting independent statistics.

The system and the information terminal integrated into the system described in the above patent are selected as a prototype.

The essential features that are inherent in the prototype and are present in the inventive hardware-software complex:

• user identification unit (for example, through an electronic queue system at the time of receipt of a service coupon);

• one or more communication (transmission) blocks, configured to receive user identification information and transmit user information to a local and / or remote server;

• the local and / or remote server itself;

• analytical unit (for example, marketing research unit);

• a sub-block for storing information (for example, a database in which information is stored in relation to a specific client, as well as to questions and services (goods) that were provided (sold) to a specific client);

• a sub-unit for generating reports (for example, for generating reports in different sections (by customers, by services / goods, by operators / employees of the organization) based on the data collected;

The objective of the invention is to optimize the operation of the enterprise by reducing operations in which a person is involved, creating analytics without the participation of the human factor.

This task is achieved due to the hardware and software complex for optimizing the operation of the enterprise, comprising a user identification unit, a local and / or remote server, at least one transmission unit, configured to obtain user identification information and transmit user information to the local and / or a remote server, an analysis unit, an information storage subunit, a report generation subunit, in which, according to a suggestion, the identification unit includes at least a video unit and a tracking unit connected directly or via a sub-unit for collecting information and / or a sub-block with a local and / or central server, while the local and / or central server is connected directly or through a sub-block for collecting information and / or a sub-block with at least one electronic system enterprise service.

It is advisable if the reporting subunit includes or is connected directly or through a central server with the rating subunit.

The central server may include or may be directly connected to the sub-block of reporting to the customer, as well as to the sub-block “Processing” and / or the sub-block “Download”, configured to generate information about loading at least two offices of the enterprise, as well as local and / or the central server directly or through the information collection subunit and / or the transmission subunit can be connected with the satisfaction assessment unit and with the “Other” block containing a computing reserve for third-party connection options for the app hardware and software complex of video blocks, tracking, marketing, information storage.

The claimed hardware-software complex is illustrated by a block diagram showing one of the preferred embodiments.

In general, the complex includes the following functionality:

• Block 1 - “Video”. This block characterizes the appearance in the system of a signal (s) from video cameras. The number of cameras, signal quality level, type of received signal does not depend on the final result.

• Sub-block 2 - “Collection” is responsible for collecting information from all cameras installed in each premises of the enterprise. Information is sent to the local server 3 of the enterprise and cannot be transferred to third-party resources, for example, the cloud.

• After receiving the signal, sub-block 4 - “Transmission” comes into operation, ensuring the transmission of the collected information to the next sub-block. Transfer can be carried out only within the local server 3, which eliminates the possibility of violating the rights of people present in the video and does not violate the fundamental aspects of security in the enterprise.

• As a result of the transfer, the information falls into sub-block 5 “Processing”, located in the local server 3 and / or central server 9. In this sub-block, the process of analyzing the information and converting it into the required format for subsequent use is performed.

• After processing and conversion to the required format, for example EXEL, the information falls into sub-block 6 - “Storage”.

• In parallel with block 1 - “Video”, block 7 - “Tracking” works. This unit is a computing resource that allows you to identify customers and employees of the enterprise and track their movements. The recognition and tracking procedure is carried out in three stages:

1. BEGINNING. The client of the enterprise entered the premises of the enterprise, the camera from block 1 collected information, transmitted and processed the signal, block 7, through signal processing, began the client recognition procedure,

2. IDENTIFICATION OF THE OBJECT. After receiving the converted signal, block 7, proceeded to identify the object, according to a given algorithm, for example, accessing the database and matching objects in the image with the category that corresponds to the specified parameters in the database. After recognition, the object receives a registration number and is registered in the local database for subsequent work with data.

3. TRACKING OF MOVEMENTS. After recognition and registration in the database, block 7 can monitor the movement of the object across the territory of the office of the enterprise, forming the necessary inputs for the subsequent report on the activities of the enterprise.

To identify the object and its maintenance, any enterprise electronic system is also used (Block 8), for example, an electronic queue system, a video surveillance system, an ATM, a computer of an operational employee, etc. This block 8 is responsible for collecting and analyzing additional information from the electronic systems of the enterprise. Analysis and combination of data with data from blocks 1 and 7 serves as the basis for the formation of a subsequent report on the activities of the enterprise. For the collection of information, as in the case of blocks 1 and 7, subunit 2 “Collection” is responsible. Subsequently, the collected information is transmitted by subunit 4 to subunit 5, where the information is converted, analyzed and combined with information from all involved blocks. For example, in block 8, data is collected from the electronic queue system installed at the enterprise, i.e. taking into account information from blocks 1 and 7, sub-block 5 determines who, when and what exactly performs actions within the office in real time. Then, on the local server 3 or central server 9, an analysis of the start time of the provided service is performed, as well as the client's actions until the service is received, subsequently, for example, through the enterprise system 1C, the time spent on each specific operation is analyzed by each specific employee of the enterprise.

As a result, the information received is used for the purposes established by the enterprise, for example: sub-block 10 “Download”. In this subunit, information about the loading of each specific office of the enterprise is generated. In sub-block 10, an analytical analysis in real time is generated about the approximate waiting time for the queue by the client (user), if he decides to use the service directly at this time. Moreover, this information may be available to the client by switching to the appropriate Internet resource of the enterprise or in any other way, for example, using the mobile application of the enterprise.

Sub-block 11 “Reports” (reporting). As a result of the collection of information, reports are sent to interested parties from the side of the enterprise in a convenient form, which indicate information of interest on the operation of the enterprise (sub-block 12 “Transmission”). This report is created without human intervention, automatically by analyzing the information collected, which excludes the possibility of obtaining subjective information and allows you to evaluate the work of performers as quickly as possible based on real numbers.

The number of subunits responsible for the use of the information received is practically unlimited and is not limited to those voiced above, for example, subunit 13 “Formation of ratings” of employees. By analyzing data on the number of customers, operations that they perform at the enterprise, the routes of movement of customers and employees, sub-block 13 allows you to create a real-time updated rating of offices / employees, which is based on real, automatically populated figures - the speed of the service provided, etc. Or sub-block 14 “Other”, reserved, for example, to provide third-party connectivity for the hardware-software complex of video blocks, tracking, marketing, information storage and or any other.

The number of blocks in the hardware-software complex is also not limited to blocks 1, 7, and 8. Based on the tasks of the enterprise, the complex may include other systems and Blocks, for example, block 15 “Satisfaction assessment”. By installing additional equipment, such as cameras, block 15 allows you to collect, transmit, process and store data on the activities of employees and customers of the enterprise as part of the service provided. For example, analysis of facial expressions, gestures, speech, etc. Data on customer satisfaction and analysis of the activities of an employee of an enterprise also form the basis of subunit 11, subunit 13, etc.

Another example of a block implemented in a hardware-software complex is block 16 “Marketing”. This block 16 is responsible for collecting information, transferring, processing and storing the received data in the direction of "Marketing". For example, in the office of an enterprise, advertising structures are installed that show certain information to a specific group of customers, the definition of which is one of the tasks of blocks 1, 7 and 8. As a result of interaction with the advertising structure, data on the number of views is collected, and an advertising company is formed, immersing a potential buyer in advertising information, which in turn allows you to get only objective information about the conduct, effectiveness and results of the advertising company. Or block 17 "Other", reserved, for example, to provide third-party connectivity for the hardware-software complex of video blocks, tracking, marketing, information storage, or any other.

All the collected data from each office is formed into a pivot table and transmitted via sub-block 4 to the central server 9, where processing, analysis is performed and a single report is generated, which is transmitted to the final customer - the enterprise management.

Thus, the hardware-software complex is a unique solution that has no analogues on the market, because forms an analytical database, which can be used for the development and optimization of the enterprise, while the complex does not provide for the connection of systems and devices within the enterprise (third-party elements) for the exchange of information - only data is collected from these devices. An important feature of the complex that compares favorably with its analogue and prototype is the fact that the user does not have the ability to edit, only viewing the final results of the work of subunits, for example, subunit 11 or 13. Algorithms for processing and reporting forms are available only to developers of the complex. An important aspect of the complex’s work is the fact that it does not interact with client information and cannot be a source of information leakage, and all work with video data is performed locally within the enterprise’s office (local server 3), which in turn provides the opportunity not to violate rights and freedoms of enterprise customers. Speaking of security, one cannot fail to mention the fact that the complex does not control the equipment of the enterprise, only receives data from the devices, which does not allow third parties to access and use these devices, while the complex does not regulate the operation of the enterprise and does not create a direct dependence of the enterprise on its work, and the autonomy (independence) of the complex, allows you to guarantee the receipt of objective information 24/7.

Examples of the system.

Example 1. Bank.

The client entered the office of the enterprise. By means of blocks 1, 7 and 8, the Client is recognized, it is assigned a serial number or other name that allows it to be subsequently identified and loaded into the database as a user of enterprise services. The client went to the ATM and withdrew money from his card. Blocks 1, 7, 8 recorded this moment. After that, the Client went to the electronic queue zone and took a coupon for closing a current account. Blocks 1, 7, 8 recorded this. The client proceeded to the waiting place, while stopping along the way to chat with an employee of the enterprise. Blocks 1, 7, 8, 15 recorded this action. Processing and inclusion in the report - block 5. Having come to the waiting area, the Client waited 15 minutes for his turn, examining the various screens with the information located on them. Blocks 1, 7, 16 recorded this fact. Processing and inclusion in the report - block 5. After waiting, the client proceeded to the operations officer and received the service. Blocks 1, 7, 8, 15 recorded this fact. Information is included in the report (subunits 2, 4, 11). After that, the Client left the office. Blocks 1, 7 recorded this fact. Information is included in the report.

Example 2. Catering.

The client entered the service room of the enterprise. By means of blocks 1, 7 and 8, the Client is recognized, it is assigned a serial number or other name that allows it to be subsequently identified and loaded into the database as a user of enterprise services. The client went to the cashier and made a choice from the menu, and after three minutes an employee of the enterprise began to interact with him. Blocks 1, 7, 8, 15, 16 fixed this moment. After that, the Client went to the waiting area of his order and spent seven minutes there. Blocks 1, 7, 8 recorded this. The client received his order and went to choose a table for eating. Blocks 1, 7 recorded this action. Processing and inclusion in the report - block 5. Having found a table, Client 1 started eating and spent 15 minutes reviewing the information on the screens installed in the establishment, while the employee responsible for cleaning interacted with him. Blocks 1, 7, 8, 15, 16 recorded this fact. Processing and inclusion in the report - block 5. Having finished the meal, the Client left the institution, removing a tray of food along the way. Blocks 1, 7, 8, 15, 16 recorded this fact. Processing and inclusion in the report - block 5.

The hardware-software complex can be implemented on the basis of, for example, an information terminal installed in the office of an enterprise, including at least blocks subunits 1, 2, 4, 5, 7, 8, 10, 15, 16, 17 local server 3 and configured to connect to a central server 9 and corresponding subunits 6, 11, 12, 13, 14.

Based on the above (see also information about the prototype), the hardware-software complex can be implemented on the basis of, for example, a mobile device both on the side of the enterprise and on the client side. A mobile device may include at least block 1 (camera of a mobile device), block 7 (for example, an integrated navigation system), blocks 2, 4, 15, 16, 17, configured to connect to servers 3 and / or 9 and respectively with subblocks 6, 11, 12, 13, 14.

The information terminal or mobile device may include, in some embodiments, part of the subunits (and, accordingly, the functionality) of the central server, for example: subunits 11 and 13.

The configuration and layout of the device or devices that allow you to implement the inventive hardware-software complex is not limited to the above examples.

Claims (7)

1. A hardware-software complex for optimizing the operation of an enterprise, comprising a user identification unit, a local and / or central server, at least one transmission subunit, configured to obtain user identification information and transmit user information to the local and / or central server, analytical unit, information storage subunit, report generation subunit, characterized in that the identification unit includes at least a video unit and a tracking unit directly connected or through the information collection subunit and / or the transmission subunit with the local and / or central server, wherein the local and / or central server is connected directly or through the information collection subunit and / or the transmission subunit with at least one enterprise electronic system, wherein from the video block, the tracking block, and the enterprise’s electronic system that identifies the client and the responsible employee of the enterprise and characterizes their movements, the time the operation began, the location of the operation within business, is subject to transfer for analysis to the local and / or central server in order to determine the duration of each operation with subsequent transfer of information to the report generation unit for automatically generating an enterprise operation report based on the information received about the movement and actions of each client and employee and the time spent on each specific operation by each specific employee of the enterprise. 2. The hardware-software complex according to claim 1, characterized in that the reporting subunit includes or is connected directly or through a central server to the rating subunit. 3. The hardware-software complex according to claim 1 or 2, characterized in that the central server includes or is directly connected to the subunit of transmitting reports to the customer. 4. The hardware-software complex according to claim 1 or 2, characterized in that the central server includes or is directly connected to the “Processing” subunit, which is capable of analyzing information and converting it into the required format for subsequent use. 5. The hardware-software complex according to claim 1 or 2, characterized in that the central server includes or is directly connected to the “Download” subunit, configured to generate information about loading at least two offices of the enterprise. 6. The hardware-software complex according to claim 1 or 2, characterized in that the local and / or central server directly or through a sub-unit for collecting information and / or a sub-block for transmitting is associated with a unit for assessing satisfaction. 7. The hardware-software complex according to claim 1 or 2, characterized in that the local and / or central server, directly or through a sub-block for collecting information and / or a sub-block for transmission, is connected to a block or sub-block “Other” containing a computing reserve for third-party connection options for a hardware-software complex of video blocks, tracking, marketing, information storage.

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