WO2005114509A1

WO2005114509A1 - Information processing system

Info

Publication number: WO2005114509A1
Application number: PCT/JP2005/009267
Authority: WO
Inventors: Koji Ogishima
Original assignee: Kabushiki Kaisha Toshiba; Toshiba Solutions Corporation
Priority date: 2004-05-20
Filing date: 2005-05-20
Publication date: 2005-12-01
Also published as: JP5049457B2; JP2005332270A

Abstract

An information processing system includes: an input unit (31) for receiving input of business processing information from each business place; an analysis unit (34) for analyzing the business processing information inputted from the input unit; an extraction unit (41) for extracting information indicating a quality lowering event of the business processing of each business place from the analysis result obtained by the analysis unit; storage unit (44) for storing in advance information indicating the lowering event and information indicating the generation cause; an acquisition unit (45) for acquiring the information indicating the generation cause of the lowering event of each business place from the storage unit according to the information indicating the lowering event extracted from the extraction unit; and an improvement candidate decision unit (42) for deciding a candidate of a lowering event to be improved among the lowering events extracted and a candidate of a business place to be improved according to the information indicating the generation cause of each business place acquired by the acquisition unit.

Description

Information processing system

Technical field

The present invention relates to an information processing system that manages information related to office quality including information related to erroneous processing or improper processing that occurred during business processing in, for example, a bank, a securities company, an insurance company, or a government office.

Background art

[0002] In recent years, financial institutions have taken measures to reduce credit risk and market risk, to consider operational risk independently, and to allocate the required capital ratio based on risk quantification. . At that time, the operational risk management system is one of the eligibility requirements. However, each financial institution is building an operational 'risk management system' (for example, see Patent Document 1). Such a system is disclosed in, for example, JP-A-2001-338124. Conventionally, the system related to operational risk is a system that only evaluates the loss associated with operational risk.

[0003] As described above, the conventional system related to operational risk has a main purpose of quantifying and evaluating operational risk. The operational risk management system that needs to be constructed at present needs to control (reduce and control) the operational risks out of the operational risks. However, conventional systems related to operational risk include, for example, a system that supports improvement planning based on measured risks and a system that can verify the results of actions for improvement. These systems work by themselves, but are difficult to manage because they are not designed with the next steps in mind.

[0004] For example, there may be risks that need to be improved at the level of the entire enterprise, such as operational risks commonly occurring at each business establishment (branch) of the enterprise such as a bank. However, when there are multiple types of risks, it is difficult to determine the risks to be proactively improved and the branches to be instructed for improvement as the number of branches and types of administrative risks increase. It becomes difficult.

For the reasons explained above, it is difficult to use the conventional system for operational risk to control operational risks. Disclosure of the invention

[0005] Therefore, an object of the present invention is to provide an information processing system that can provide information that efficiently contributes to the improvement of the business risk and the business quality of each business office after quantifying the business risk. Is to do.

[0006] According to one embodiment of the present invention, an input unit for receiving input of business processing information of each business establishment, an analysis unit for analyzing business processing information input by the input unit, and an analysis unit An extraction unit for extracting information indicating a deterioration event of the quality of business processing of each business office from the analysis result, a storage unit for storing information indicating the deterioration event and information indicating a cause of the occurrence, and an extraction unit. An acquisition unit that obtains from the storage unit information that indicates the cause of the decline event at each business site based on the information that indicates the fall event extracted by the unit, and the improvement of the decline events that are targeted for improvement among the extracted decline events The candidate for the measure and the candidate for the business establishment for which this improvement measure is to be implemented are obtained based on the information indicating the cause of each business establishment obtained by the acquisition unit. The information processing system characterized by comprising a improvement candidate determination unit determining is provided.

Brief Description of Drawings

FIG. 1 is a conceptual diagram showing an example of a network configuration to which an office quality management system according to an embodiment of the present invention is applied.

FIG. 2 is a functional block diagram showing a configuration example of an office quality management system according to an embodiment of the present invention.

FIG. 3 is a functional block diagram showing a configuration example of a business quality alarm system of an office quality management system according to an embodiment of the present invention.

[Fig. 4] Fig. 4 shows a display example of the input screen G1 when the entry information entered by the reporter of the business error information at the financial institution terminal is information indicating a complaint from the customer due to the business error. FIG.

FIG. 5 is a diagram showing a display example of a screen next to the input screen G1 shown in FIG. [Fig. 6] Fig. 6 shows the input screen G2 when the reporter of the clerical error information only writes clerical error information to the entry quality information to be written to the clerical quality database by operating the financial institution terminal. It is a figure showing an example of a display.

[FIG. 7] FIG. 7 is a diagram showing a display example of an input screen G3 when entry information input by a reporter of clerical error information is a complaint from a customer and this complaint is not caused by a clerical error. You.

FIG. 8 is a diagram showing a display example of a screen next to the input screen G3 shown in FIG. 7.

FIG. 9 is a diagram showing a display example of a code list screen G4 of “event classification (details)” shown in FIG.

FIG. 10 is a diagram showing a data configuration example of accident information stored in an office quality management database of an office quality management system according to an embodiment of the present invention.

FIG. 11 is a functional block diagram showing a configuration example of an improvement plan management system of an office quality management system according to an embodiment of the present invention.

FIG. 12 is a functional block diagram showing a configuration example of an office quality dashboard system of an office quality management system according to an embodiment of the present invention.

FIG. 13 is a flowchart showing an operation example of the office quality alarm system of the office quality management system according to one embodiment of the present invention.

[FIG. 14] FIG. 14 is a schematic diagram (part 1) showing an example of an office quality management report form output from the office quality alarm system of the office quality management system according to an embodiment of the present invention.

FIG. 15 is a schematic diagram (part 2) showing an example of an office quality management report form output from the office quality alarm system of the office quality management system according to an embodiment of the present invention.

[FIG. 16] FIG. 16 is a schematic diagram (part 3) showing an example of an office quality management report form output from the office quality alarm system of the office quality management system according to an embodiment of the present invention.

FIG. 17 shows an office quality management system according to an embodiment of the present invention. Office Quality Alarm System Power FIG. 4 is a schematic diagram (part 4) showing an example of an output office quality management report form.

FIG. 18 is a flowchart showing an operation example of the improvement plan management system of the office quality management system according to one embodiment of the present invention.

FIG. 19 is a diagram showing a display example of a mischief element confirmation screen G5 generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

FIG. 20 is a diagram showing a display example of a mischief cause display screen G6 generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

[FIG. 21] FIG. 21 is a diagram showing an example of a table indicating the input frequency of information indicating a cause of deterioration in office quality.

FIG. 22 is a diagram showing a display example of a screen G7 for inputting a message of a mischief factor on a mischief cause display screen G6.

FIG. 23 is a diagram showing a display example of a task selection screen G8 on the evil cause display screen G6.

FIG. 24 is a diagram showing a display example of an impact analysis screen G9 generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

FIG. 25 is a diagram showing a display example of an improvement factor selection screen G10 generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

FIG. 26 is a diagram showing a display example of an improvement plan creation screen G11 generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

FIG. 27 is a diagram showing an example of an improvement plan printed out by a financial institution terminal connected to the office quality management system according to an embodiment of the present invention.

[FIG. 28] FIG. 28 is a diagram showing an example of an office guidance result registration screen G12 and a guidance report generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

[Figure 29] Figure 29 shows the management of the improvement plan management system to determine company-wide improvement plans. FIG. 7 is a diagram illustrating an example of a tally table for determining a company-wide improvement plan.

FIG. 30 is a diagram showing a display example of a company-wide improvement plan candidate display screen G15 generated by the improvement plan management system of the office quality management system according to one embodiment of the present invention.

FIG. 31 is a diagram (part 1) showing a display example of the office quality dashboard generated by the office quality dashboard system of the office quality management system according to the embodiment of the present invention.

FIG. 32 is a diagram (part 2) showing a display example of the office quality dashboard generated by the office quality dashboard system of the office quality management system according to the embodiment of the present invention.

FIG. 33 is a diagram (part 3) showing a display example of the office quality dashboard generated by the office quality dashboard system of the office quality management system according to the embodiment of the present invention.

FIG. 34 is a diagram (part 4) illustrating a display example of the office quality dashboard generated by the office quality dashboard system of the office quality management system according to the embodiment of the present invention.

[FIG. 35] FIG. 35 is a diagram showing an example of the type of the office quality dashboard screen.

[FIG. 36] FIG. 36 is a diagram showing an example of transition to an office quality dashboard screen Kara multi-dimensional analysis screen.

BEST MODE FOR CARRYING OUT THE INVENTION

Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

The office quality management system 10 according to one embodiment of the present invention is connected to a communication network 11 such as the Internet as shown in FIG. The communication network 11 is connected to a financial institution terminal 12 (# 1 to #n) and an account processing system 13. The financial institution terminals 12 are provided at a plurality of branches of the same financial institution. The account processing system 13 performs account processing for each branch of the financial institution. The office quality management system 10 exchanges data with each financial institution terminal 12 (# 1 to #n) and the account processing system 13 via the communication network 11.

FIG. 2 is a functional block diagram showing a configuration example of an office quality management system 10 according to an embodiment of the present invention.

The office quality management system 10 shown in FIG. 1 includes an office quality management database 20, an office quality alarm system 21, an improvement plan management system 22, and an office quality dashboard system 23 as shown in FIG.

The office quality management database 20 is connected to the office quality alarm system 21, the improvement plan management system 22, and the office quality dashboard system 23. The office quality alarm system 21, the improvement plan management system 22, and the office quality dashboard system 23 are connected to the communication network 11.

[0011] A procedure from the analysis of the issues of the office work by using the office quality management system 10 to the improvement will be described. First, a clerk in charge of each branch of the financial institution and the headquarters organization (hereinafter, simply referred to as a person in charge) inputs the clerical work information of the own branch using the financial institution terminal 12 corresponding to the own branch. The person in charge causes the office quality alarm system 21 of the office quality management system 10 to analyze the business processing information of the own branch inputted from the financial institution terminal 12 as described above.

[0012] Then, the improvement plan management system 22 acquires information indicating the analysis result by the office quality alarm system 21. The improvement plan management system 22 refers to the acquired data. As a result of referring to the data, the improvement plan management system 22 determines that when an administrative processing accident (an administrative error) occurs in the branch and the data indicating that the Obtain the cause of the paperwork accident. Hereafter, a business processing accident is referred to as a business accident. The improvement plan management system 22 displays this candidate information on the monitor of the financial institution terminal 12 of the corresponding branch.

The person in charge refers to the cause of the clerical accident displayed on the monitor of the financial institution terminal 12 and proposes a measure for improving the clerical accident at the own branch. The person in charge submits a report describing this improvement to the administrative department of the financial institution. The administrative department of a financial institution is the department that oversees the administrative activities of each branch. The back office staff is responsible for each branch. Refer to the book. Personnel will consider appropriate remedial measures if the proposed remedies described in this report are inadequate. The person in charge will provide guidance to one or more branches from which the aforementioned report was submitted.

[0014] Further, the improvement plan management system 22 totals and analyzes the candidates for the cause of the office accident acquired as described above for each branch. If this analyzed factor is a factor common to the entire company, the improvement plan management system 22 aims to reduce company-wide clerical accidents separately from the improvement measures for the own branch proposed at each branch. Then, the factors to start the improvement and the candidates for the branch to be improved are determined and displayed on the monitor of the financial institution terminal 12.

[0015] The factor common to all companies is, for example, a factor in which an office accident is common to all stores or many branches. The person in charge of the back-office department can easily understand the factors that need to be started by referring to the candidates displayed on the monitor.

FIG. 3 is a functional block diagram showing a configuration example of the office quality alarm system 21 of the office quality management system 10 according to one embodiment of the present invention.

The office quality alarm system 21 shown in FIG. 2 includes an input information acquisition unit 31, a writing unit 32, a reading unit 33, an analyzing unit 34, an analysis result reading unit 35, and a communication interface 36 as shown in FIG.

The input information acquisition unit 31 is connected to the writing unit 32 and the analysis unit 34. The analyzing unit 34 is connected to the reading unit 33. The writing unit 32, the reading unit 33, and the analysis result reading unit 35 are connected to the office quality management database 20. The analysis result reading unit 35 is connected to the communication interface 36. The communication interface 36 is connected to the input information acquisition unit 31 and the communication network 11.

The input information acquisition unit 31 receives input of entry information from the financial institution terminal 12 provided at each branch via the communication network 11 and the communication interface 36. The entry-related information includes information such as the composition of personnel at each branch and accident information that is information on financial affairs that were inappropriately processed at each branch. Further, the input information acquisition unit 31 acquires system information that is important for business processing from the account processing system 13 via the communication network 11 and the communication interface 36. Details of the system information will be described later. The entry information and the system information acquired by the input information acquisition unit 31 are written and stored in the office quality management database 20 by the writing unit 32 together with the processing time. Hereinafter, the above-mentioned entry information and system information will be referred to as business processing information as needed.

Hereinafter, an example of inputting the entry information from the financial institution terminal 12 provided at each branch will be described. FIG. 4 is a diagram showing a display example of the input screen G1 when the entry information input by the reporter of the clerical error information through the financial institution terminal 12 is information indicating a customer power complaint caused by the clerical error. is there.

The input screen G1 is a screen that the reporter of the clerical error information refers to when writing the clerical error information found by the customer's complaint into the clerical quality management database 20. Specifically, the reporter of the clerical error information first activates the check boxes for “error” and “negotiation” on the input screen G1 displayed on the monitor of the financial institution terminal 12 by a predetermined operation. To Then, the reporter of the clerical error information is asked to enter the date and time of the clerical error on the input screen G1, date and time of occurrence, clerical process, event classification, clerical activity, background of the clarification, store where the clerical error occurred, loss occurrence status, supplier information, etc. Items are entered using the financial institution terminal 12. The business process indicates the type of business. The event classification indicates the type of clerical error. Business activities indicate the individual processing items that make up the business process.

FIG. 5 is a diagram showing a display example of a screen next to the input screen G1 shown in FIG. This next screen is a screen displayed when the reporter selects the “next page” icon on the input screen G1 using the financial institution terminal 12. The reporter inputs the various items related to the complaint on this screen, such as "type", "outline", "negotiation progress and outlook", "ending", and "future response", etc., using the financial institution terminal 12 using the free description method I do.

FIG. 6 shows the input screen G2 when the reporter of the clerical error information operates the financial institution terminal 12 and writes only the clerical error information to the entry quality information 20 to be written to the clerical quality database 20. It is a figure showing an example of a display.

This input screen G2 is a screen for the reporter to write in the office quality management database 20 the information on the office mistakes found by the staff members and with strong customer complaints. Specifically, the reporter uses the financial institution terminal 12 to input a check After enabling only the tasks, enter the same items as those entered on the input screen G1 shown in Fig. 4.

When the reporter selects the “next page” icon on the input screen G2 shown in FIG. 6, a screen as shown in FIG. 5 is displayed on the monitor. However, what is input on this screen is information for inputting customer complaint information. Therefore, on the input screen G2, the reporter cannot input the items shown in the screen of Fig. 5.

FIG. 7 shows a display example of the input screen G3 when the entry-related information input by the reporter of the clerical error information through the financial institution terminal 12 is a complaint from the customer and this complaint is not caused by the clerical error. FIG.

This input screen G3 is a screen for the reporter to write information on customer complaints in the office quality management database 20. Specifically, the reporter uses the financial institution terminal 12 to enable the “Customer negotiations” check box on the input screen G3, and then sets the “Date of birth”, “Store where the birth occurred”, and “Business partner”. Enter various items. In the input screen G3, information related to an clerical error is not input. Therefore, on the input screen G3, unlike the input screen G1 described above, it is not possible to input various items other than the "date of occurrence", "occurrence store" and "business partner".

FIG. 8 is a diagram showing a display example of a screen next to the input screen G3 shown in FIG. This screen is displayed when the “Next page” icon on the input screen G3 is selected. The reporter inputs various items related to “Type”, “Overview”, “Forecast of negotiation progress”, “End”, and “Future response” in the same manner as the input screen G1 shown in FIG.

FIG. 9 is a diagram showing a display example of the code list screen G4 of “event classification (details)” shown in FIG. 4 and FIG. The code list screen G4 is a screen displayed on the monitor of the financial institution terminal 12 when the “input” icon in the “event classification (details)” column of the input screens Gl and G2 is selected. The reporter must select one of these codes and then select the “Register” icon at the bottom of the code list screen G4.

FIG. 10 shows a configuration example of the office quality management database 20. In the example shown in FIG. 10, the office quality management database 20 manages the input contents of various items on the input screens G1, G2, G3 by the reporter using the financial institution terminal 12. This input is used for paperwork. The serial number, report date, type, work performed, event classification, status, and number of reports common to all branches of incidents such as clerical accidents or complaints that are mistakes made. The “complaint (business error)” shown in Figure 10 is a customer complaint resulting from a business error. An “operational error” is accompanied by a complaint from a customer! / An administrative error. A “complaint (general)” is a complaint from a customer that is not due to an administrative error!

The reading unit 33 of the office quality alarm system 21 shown in FIG. 3 reads out the office processing information written in the office quality management database 20 and outputs this to the analysis unit 34. The analysis unit 34 analyzes the business processing information output from the reading unit 33. The analysis unit 34 outputs information indicating the result of the analysis to the writing unit 32. The analysis by the analysis unit 34 is processing such as the business rating of each branch based on the paperwork information and the calculation of the loss amount due to paperwork accidents. Specifically, the business processing information includes fixed information such as a business process name and amount information, and non-standard information that can be freely described as text data. In other words, the analysis unit 34 performs the fixed analysis on the fixed information and the non-fixed analysis on the non-fixed information. The analysis unit 34 outputs the information on the analysis result of the unfixed analysis to the writing unit 32.

[0028] The writing unit 32 writes and stores the information of the analysis result output from the analysis unit 34 in the office quality management database 20. The analysis result reading unit 35 reads the information of the analysis result written in the office quality management database 20. The analysis result reading unit 35 generates display data of the read information and outputs it to the communication interface 36.

[0029] The communication interface 36 outputs the display data output from the analysis result reading unit 35 to the financial institution terminal 12 via the communication network 11. The display data is displayed on the monitor by the output terminal 12 of the financial institution.

FIG. 11 is a functional block diagram showing a configuration example of the improvement plan management system 22 of the office quality management system 10 according to one embodiment of the present invention.

As shown in FIG. 11, the improvement plan management system 22 shown in FIG. 2 has an extraction unit 41, a data generation unit 42, an input information acquisition unit 43, a storage unit 44, a cause information acquisition unit 45, a writing unit 46, and a communication interface 47. Is provided.

The extraction unit 41 is connected to the office quality management database 20 and the data generation unit 42.

The data generation unit 42 includes a storage unit 44, a cause information acquisition unit 45, a writing unit 46, and a communication interface. Connected to case 47. The cause information obtaining unit 45 is connected to the writing unit 46 and the communication interface 47. The storage unit 44 is connected to the input information acquisition unit 43 and the communication interface 47. The writing unit 46 is connected to the office quality management database 20. The communication interface 47 is connected to the communication network 11.

[0032] The extraction unit 41 extracts information indicating the deterioration factor (deterioration event) of the office quality and branch data related to the information indicating the deterioration element from the analysis result of the business process information stored in the business quality management database 20. . The information indicating the poor quality of office work is the information on office work mistakes accompanied by customer complaints, the work misinformation not accompanied by customer complaints, and the customer complaints not caused by work mistakes. This is a general term for paperwork information related to the branch office where the error occurred. The branch data is data such as a branch name, a branch manager name, a store number, and an employee composition.

[0033] The data generation unit 42 generates a message indicating a mischief factor of office quality based on the information extracted by the extraction unit 41. The data generation unit 42 generates a message for each element when there are a plurality of types of misconduct elements in the same branch or when information indicating misconduct elements is extracted for a plurality of branches.

The input information obtaining unit 43 obtains information input from the financial institution terminal 12 via the communication network 11 and the communication interface 47, and outputs the information to the storage unit 44.

The storage unit 44 stores a program and character data for generating a message indicating a mischief element by the data generation unit 42, and information output from the input information acquisition unit 43. The storage unit 44 stores in advance the message of the bad element generated by the data generating unit 42 and the information indicating the candidate of the cause of the bad element. The information indicating the candidate for the cause of the aggravating factor is information previously input by the person in charge using the financial institution terminal 12.

The cause information obtaining unit 45 obtains from the storage unit 44 information indicating the cause of the occurrence of the misunderstanding element included in the message generated by the data generating unit 42. When there are a plurality of candidates for the cause, the cause information acquisition unit 45 acquires information indicating the cause of occurrence from the storage unit 44.

[0036] The writing unit 46 stores the message generated by the data generation unit 42 and the information obtained by the cause information obtaining unit 45, which indicates the cause of the occurrence of the deterioration phenomenon, in the office quality management data. Write and store in base 20.

The communication interface 47 outputs the message generated by the data generation unit 42 and the display data of the information indicating the cause of occurrence acquired by the cause information acquisition unit 45 to the financial institution terminal 12 via the communication network 11. The output display data is displayed on the monitor of the financial institution terminal 12.

FIG. 12 is a functional block diagram showing a configuration example of the office quality dashboard system 23 of the office quality management system according to one embodiment of the present invention.

The office quality dashboard system 23 shown in FIG. 2 includes an acquisition unit 51, a display data generation unit 52, and a communication interface 53 as shown in FIG.

The acquisition unit 51 is connected to the office quality management database 20. The acquisition unit 51, the display data generation unit 52, and the communication interface 53 are connected in series. The communication interface 53 is connected to the communication network 11.

The acquisition unit 51 acquires the display items of the office quality dashboard and the related information among the office processing information and the analysis result information stored in the office quality management database 20.

[0040] The office quality dashboard is a tabular form that uses information stored in the office quality management database 20 so that persons in charge can easily understand the quality of office work at all branches or each branch of a financial institution. And a screen displayed on the monitor of the financial institution terminal 12 using a format such as a chart format and a time-series graph format.

[0041] The display data generation unit 52 generates display data of the office quality dashboard according to a predetermined format based on the business processing information acquired by the acquisition unit 51. The display data generator 52 outputs the display data to the financial institution terminal 12 via the communication interface 53 and the communication network 11.

Next, the operation of the office quality alarm system 21 in the office quality management system 10 according to one embodiment of the present invention configured as described above will be described using a flowchart shown in FIG.

First, the input information acquisition unit 31 of the office quality alarm system 21 acquires system information that is focused on office work from the account processing system 13 via the communication network 11 (step Sl). The system-related information includes, for example, unusual data (number of errors, number of cancellations and corrections), number of transactions, transaction amount data, and amount of office work data in business processing.

When the person in charge enters entry-related information for business processing using the input unit (not shown) of the financial institution terminal 12, the input information acquisition unit 31 of the office quality alarm system 21 transmits the communication network 11 and The entry information is acquired via the communication interface 36 (step S2). Entry-related information includes, for example, reported accidents, accident records, inspection results, and business improvement records. Reported accidents include miscalculations. The accident record is a record of accidents treated as a convenience. Inspection results include in-store inspections.

When another system is connected to the communication network 11, the input information acquisition unit 31 may acquire the system information and the entry information as needed.

The input information acquisition unit 31 outputs the system information and the entry information acquired as described above to the writing unit 32. The writing unit 32 writes and stores the system information and the entry information in the service quality management database 20 (step S3).

The reading unit 33 acquires the system information and the entry information written in the office quality management database 20 and outputs them to the analyzing unit 34.

The analysis unit 34 analyzes the information output from the reading unit 33, and applies a dispute loss probability prediction model relating to business processing (step S4). After applying the prediction model, the analysis unit 34 performs an office risk rating process for each branch corresponding to the financial institution terminal 12 (step S5). The operation risk rating process is a process in which the analysis unit 34 calculates the quality of the operation risk of each branch based on the analysis result, and assigns a rank of a predetermined type to each branch according to the calculation result. .

After applying the prediction model, the analysis unit 34 performs a loss calculation process for each branch corresponding to the financial institution terminal 12 (step S6). The loss amount calculation process is a process in which the analysis unit 34 calculates a loss amount caused by a business accident in a business process based on the analysis result. In this loss amount calculation processing, the analysis unit 34 calculates the calculated amount of all the accidents occurring at each branch within a certain period in the past, and also calculates the loss amount for each type of business that occurred and for each event category.

[0049] Further, based on the information output from read-out unit 33, analysis unit 34 provides an individual index summary of each branch. A total calculation process is performed (step S7). The individual index statistical calculation process is a process in which the analysis unit 34 calculates an operational risk index, a customer satisfaction index, and an efficiency improvement index of each branch.

[0050] The above-mentioned administrative risk index is, for example, an error rate, a cancellation rate, a correction rate, and the like in various operations of each branch. Customer satisfaction indicators include, for example, the number of complaints at each branch, the churn rate of deposit accounts, and the repeat purchase rate of financial products. The efficiency index is, for example, the number of operations per day of each branch and the automation rate of various operations.

The analysis unit 34 outputs information indicating the results of the processing performed in steps S4 to S7 to the writing unit 32. The writing unit 32 writes and stores the information indicating the analysis result output from the analysis unit 34 in the office quality management database 20 (step S8).

The analysis result reading unit 35 outputs display data in which the analysis results stored in the office quality management database 20 are arranged according to a predetermined format to the financial institution terminal 12 via the communication interface 36 and the communication network 11. (Step S9). The analysis results include information on each branch, evaluation of customer satisfaction, operational risk, efficiency, sales, profits, etc. of each branch, administrative volume and operational risk indicators of each branch.

The person in charge prints out the display data acquired by the financial institution terminal 12 to the financial institution terminal 12 as an office quality management report form. The above-mentioned various data is described in the form of text display and graph display in the office quality management report form.

FIGS. 14 to 17 are diagrams showing an example of an office quality management report form printed out by the financial institution terminal 12 shown in FIG. Each item shown in FIGS. 14 to 17 is printed out as one form. The item of “previous improvement plan” shown in FIG. 15 is created on the improvement plan creation screen described later, and quotes items included in the data stored in the office quality management database 20. It is.

Next, the operation of the improvement plan management system 22 shown in FIG. 2 will be described using a flowchart shown in FIG.

First, the extraction unit 41 of the improvement plan management system 22 is analyzed by the office quality alarm system 21 and extracts various data from the analysis results stored in the office quality management database 20 that are used for branches whose office quality in office work has deteriorated. Extract (Step Al).

[0056] Deterioration of the office quality is defined as the office risk rating of one branch being lowered or This is the case where the information that an office accident has occurred in the processing is included in the entry-related information.

[0057] Subsequently, the extraction unit 41 detects a process in which the office quality has been reduced and an activity in this process among various business processes such as various data processing operations such as a currency exchange business and a financing business extracted in the processing of Step A1 ( Step A2). An activity is an element obtained by subdividing a process. For example, the activity when the detected process is a currency exchange operation is, for example, a remittance operation.

[0058] Then, the extraction unit 41 extracts a factor (deterioration event) of office quality relating to the business process and activity detected in the process of step A2 (step A3). A factor that deteriorates office quality is, for example, an event in which the error rate or cancellation rate of a remittance operation in a currency exchange business is higher than that of another store.

[0059] The data generation unit 42 generates the message data of the office-quality mischievous element extracted by the extraction unit 41. When there are a plurality of types of business quality deterioration elements in the same business process and activity, the data generation unit 42 generates message data corresponding to each of the elements.

[0060] For example, when the data generation unit 42 determines that the first condition and the second condition described later are satisfied as a result of the extraction of the misalignment element by the extraction unit 41, 30% more than last month "and" 20% more correction rate of transfer operation than other stores! "

[0061] The first condition described above is that the number of clerical errors in the remittance of the own branch (here, branch A) is a bad value with respect to a predetermined standard. This is the case where the value is 30% or more higher than the number of mistakes. The second condition described above means that the correction rate of the transfer operation at the own branch is a value that is worse than the predetermined standard, and this correction rate is 20% or more higher than the correction rate of the transfer operation at another store. Is the case.

[0062] Then, the data generation unit 42 stores in the storage unit 44 information of the process in which the office quality has been degraded, information of the activities that are active in the process, and a message indicating the deception element. The message indicating the mischief element is output to the financial institution terminal 12 via the communication interface 47 and the communication network 11 by the data generator 42. Here, the data generator 4 2 is output to the financial institution terminal 12 corresponding to the branch related to the generated message among the various financial institution terminals 12. For example, if the message indicating a decrease in office quality is a message related to branch A, the data generator 42 outputs this message to the financial institution terminal 12 corresponding to branch A.

The financial institution terminal 12 monitors and displays the message output from the improvement plan management system 22 according to a predetermined format. Hereinafter, this monitor display screen will be referred to as a “dangling element confirmation screen G5”.

FIG. 19 is a diagram showing a display example of a mischief element confirmation screen G5 generated by the improvement plan management system 22 of the office quality management system according to one embodiment of the present invention. The message displayed on the deterioration factor confirmation screen G5 shown in FIG. 19 can be arbitrarily added and corrected by the person in charge. For this correction and correction, a correction operation by the financial institution terminal 12 of the output destination is received by the input information acquisition unit 43 of the improvement plan management system 22, and the input information acquisition unit 43 receives the message data stored in the storage unit 44. This is done by updating to the accepted corrections as described above (step A4).

Next, the data generation unit 42 generates display data of the causes (occurrence factors) of the various elements extracted in the process of step A2, and displays them on the monitor of the financial institution terminal 12 described above. (Step A5). This screen is displayed in the form of a fishbone chart in which a box describing a message indicating the cause of this risk event is linked to a box describing a message indicating a deteriorating factor (risk event). Hereinafter, this screen will be referred to as a deterioration cause display screen G6 and described.

FIG. 20 is a diagram showing a display example of a mischief cause display screen G6 generated by the improvement plan management system 22 of the office quality management system according to one embodiment of the present invention. The data generation unit 42 reads out the message generated in the process of step A3 from the storage unit 44. The data generation unit 42 converts the display data of the screen in which the message read as described above is reflected in the box indicating the risk event as the display data of the bad cause display screen G6 through the communication interface 47 as described above. It outputs to the financial institution terminal 12 that was selected. Further, the data generation unit 42 generates display data of a screen including a box indicating a cause of occurrence for each category such as a person, a procedure, and an environment. The data generator 42 converts the display data It is output to the above-mentioned financial institution terminal 12 via the communication interface 47 as display data of the evil cause display screen G6. The boxes corresponding to these categories are common to various extracted elements as described above.

When the person in charge performs a predetermined input operation on the above-mentioned financial institution terminal 12, the improvement plan management system 22 causes the category box displayed on the monitor of the financial institution terminal 12 to display an evil element. A message indicating the cause of the occurrence can be displayed. The input information acquisition unit 43 writes and stores in the storage unit 44 a message indicating the above-mentioned occurrence factor from the financial institution terminal 12 to be input to the boxes corresponding to various categories. The data generation unit 42 associates the stored message with information indicating the input frequency of the same or similar message as the message.

FIG. 21 is a diagram showing an example of a table indicating the frequency of inputting information indicating a cause of deterioration in office quality.

This table is information stored in the storage unit 44. In this table, the message indicating the cause of the misconduct of the office quality is associated with the input frequency. The value of the input frequency in this table is the sum of the input frequencies of the messages indicating the mischief factors for various mischief elements working on each branch. In other words, the data generation unit 42 of the improvement plan management system 22 determines the value of the input frequency of the corresponding item in the table when the same or similar message is input irrespective of the store to be extracted and the type of mischief element. Update. When a message similar to the stored message is later input by the operation of the financial institution terminal 12 by the person in charge, the data generator 42 rewrites the information indicating the input frequency on the table.

[0068] The cause information acquisition unit 45 enters the information shown in the table shown in Fig. 21 when the evil cause display screen G6 is displayed on the monitor of the financial institution terminal 12 described above, and inputs in each category. For example, four types of messages are extracted as selection candidates by the person in charge in descending order of frequency. The data generator 42 outputs display data reflecting these messages in the box to the above-mentioned financial institution terminal 12 via the communication interface 47.

[0069] For example, the data generation unit 42 detects the level of the input frequency in the category of "person", and when the third condition and the fourth condition described later are satisfied, these messages and The display data, which is reflected in the box of “person” in the display screen G6 whose input frequency is bad, is output to the above-mentioned financial institution terminal 12 via the communication interface 47.

[0070] The third condition is, for example, a case in which the messages associated with the top three input frequencies are "low proficiency!", "Mental problems", and "delayed education for newcomers". is there. The fourth condition is that the person in charge receives the message "Inadequate proficiency" 28 times, the message "Mental problem" 21 times, and the message "Recruitment delay" 15 times. It is. The person in charge performs an operation of selecting and determining a desired message from the candidates displayed on the financial institution terminal 12 described above.

[0071] The data generation unit 42 is activated when the person in charge uses the financial institution terminal 12 to newly input a message indicating the cause of the misconduct or when the message candidate displayed as described above is selected and determined. The value of the input frequency of the table shown in 21 is updated by increasing "1". These messages can be edited and corrected by the person in charge operating the financial institution terminal 12 in the same manner as the message of the villain element confirmation screen G5. The financial institution terminal 12 can print out the information displayed on the deterioration cause display screen G6. The person in charge can easily grasp the main causes of the misconduct by referring to the print result.

FIG. 22 is a diagram showing a display example of a screen G7 for inputting a message of a mischief factor on the mischief cause display screen G6.

The input screen G7 is a screen displayed on the monitor of the financial institution terminal 12 when the person in charge operates the financial institution terminal 12 and selects the category of “people” for the cause of the deterioration on the G6. It is. When the person in charge includes a factor corresponding to the factor of the evil factor among the previously entered evil factors, the operator operates the financial institution terminal 12 to operate the corresponding evil factor on the input screen G7. Move the cursor to the location of the danger factor and select it. When inputting a new cause of deterioration, the person in charge may operate the financial institution terminal 12, input the cause of deterioration into the box of "new factor", and select the "register" icon. In addition, among the already entered mischief factors, the items displayed in the box on the mischief cause display screen G6 have the “selection” check box in the entry screen G7 enabled. It is.

In the initial state, on the input screen G7, as described above, the input frequency is high, and the “selection” check boxes corresponding to the top three factors are effective. The person in charge is gold By enabling or disabling these check boxes by a predetermined operation of the financial institution terminal 12, the type of the message of the cause of deterioration displayed in the box of the cause of deterioration display screen G6 can be freely changed.

[0074] Further, as shown in the mischief cause display screen G6, the mischief cause in each category is displayed in association with a corresponding business process and a task which is a type of processing operation related to the business activity. Is done. The task displayed on the deterioration cause display screen G6 is the person in charge of the "selection" check box corresponding to the task that seems to be related to the ill-consideration factor among the tasks displayed on the selection screen G8 as shown in Fig. 23. Is determined by operating the financial institution terminal 12 to enable it.

Next, the data generator 42 generates display data for the influence analysis screen G9, and displays the data on the monitor of the financial institution terminal 12 as described above. Impact analysis screen G9 is an analysis of the effects of the above-mentioned factors of business quality deterioration on business risks, such as the effects on business risks, in the form of FMEA (failure mode effect analysis). This is a screen that associates effectiveness, cost load, and so on.

FIG. 24 is a diagram showing a display example of an impact analysis screen G9 generated by the improvement plan management system 22 of the office quality management system according to one embodiment of the present invention.

The value of the “degree of impact on risk events” displayed on this impact analysis screen G9 indicates, for each factor, the height of the impact on the occurrence of risk events related to the misconduct that is displayed on the impact analysis screen G9. It is represented by a number. The value of “Ease of improvement” displayed on the impact analysis screen G9 is a numerical value for each factor that indicates the degree of easiness of improvement of the risk event related to the evil factor displayed on the impact analysis screen G9. It is a representation. The value of `` immediate effect of improvement '' displayed on the impact analysis screen G9 and the short time required to reduce the loss when improving the risk event related to the deteriorating factor displayed on the impact analysis screen G9 Are expressed numerically for each factor. The value of “cost load” displayed on the impact analysis screen G9 indicates the numerical value of the low cost load required to implement the improvement of the risk event related to the misconduct displayed on the impact analysis screen G9 for each occurrence factor. It was done.

[0077] In the impact analysis screen G9, the person in charge displays the "degree of impact on risk events", "easiness of improvement", "immediate effectiveness of improvement", and "value of cost load" for each category of "factor". The “importance” of these items is, for example, an item in which a value arbitrarily determined by the person in charge from 0 to 9 is input through the financial institution terminal 12 (step A6). This input value is stored in the storage unit 44 via the communication network 11, the communication interface 47, and the input information acquisition unit 43.

[0078] The "effect point" shown in the impact analysis screen G9 includes the values of the "degree of impact on risk events", "ease of improvement", "immediate effect of improvement", and "cost load", and each item. It is calculated by the data generation unit 42 based on the “importance” indicating the weight of, and is stored in the storage unit 44. Factors that have a high effect point are those that have a high degree of loss reduction when improvement measures are implemented to eliminate these factors!

[0079] In the impact analysis screen G9, for each category of each factor, input the values of "degree of impact on risk events", "ease of improvement", "immediate effect of improvement", and "cost load", and When the calculation of the “effect point” is completed and the “Save” icon is selected by operating the financial institution terminal 12 by the person in charge, the data generation unit 42 displays the display data of the improvement factor selection screen G10 (see FIG. 25). It is generated and displayed on the monitor of the financial institution terminal 12 described above.

The factor selection screen G10 is a screen for selecting an item to be improved among the items of the factor displayed on the influence analysis screen G9. Specifically, the person in charge makes the check box for the high-effect factor among the various factors displayed on the improvement factor selection screen G25 effective by operating the financial institution terminal 12, and selects the "Save" icon. I do. Then, the data generation unit 42 generates display data for the improvement plan creation screen G11 and displays it on the monitor of the financial institution terminal 12 described above.

FIG. 26 is a diagram showing a display example of an improvement plan creation screen G11 generated by the improvement plan management system 22 of the office quality management system according to one embodiment of the present invention. Improvement plan creation screen G11 What is the improvement factor selection screen? Improvement measures (measures) for the deteriorating factors of each category selected in G10, explanation of the factors, improvement targets, deadlines, etc. are input by operating the financial institution terminal 12 by the person in charge. It is a screen for performing. The cause information acquiring unit 45 reads out the message of the mischief factor selected on the improvement factor selection screen G10 and the information of the effect point from the storage unit 44. The data generation unit 42 displays the read data in the “factor” and “effect” columns in the improvement plan creation screen It is displayed on the monitor of the financial institution terminal 12.

In the “Improvement target”, “Deadline”, and “Factor explanation” and “Measures” columns for each factor in the improvement plan creation screen G11, the contents proposed by the person in charge are reflected by operating the financial institution terminal 12. . These input data are sent to the data generator 42. The data generator 42 generates display data reflecting these input data, and outputs this to the financial institution terminal 12.

When the input for each item indicating the deterioration factor on the improvement plan creation screen G11 is completed, the input data is stored in the storage unit 44. The writing unit 46 writes and stores the input data in the office quality management database 20 in association with the branch data for which the improvement plan is to be created (step A7).

[0084] Then, when another mischievous element has been extracted in the processing of step A3 (YES in step A8), the improvement plan management system 22 repeats the processing of steps A4 to A7. When the processing up to step A7 has been completed for all the elements extracted in step A3 by the improvement plan management system 22 up to step A7 (NO in step A8), the data generation unit 42 The data is read from 44 to generate print data for the improvement plan, which is output to the financial institution terminal 12. When the financial institution terminal 12 inputs the print data from the data generation unit 42, the financial institution terminal 12 performs a process of printing the improvement plan (step A9).

FIG. 27 is an example of the improvement plan document printed out by the financial institution terminal 12.

In the improvement plan shown in Figure 27, there are provided columns for factors (risk events), factors, effect points, measures, improvement targets, start confirmation, establishment confirmation, and handwriting instructions of office quality. . In the “Risk event” column of the improvement plan, the message of the gadget element displayed on the gadget element confirmation screen G5 described above is inserted. Here, a print example in the case where only one extracted evil element is shown is shown. The items entered in the improvement plan creation screen Gl 1 are inserted in the columns of “factor”, “effect point”, “measure” and “improvement target” of the improvement plan.

The person in charge of the administrative department of the financial institution gives guidance to each branch by referring to the printed improvement plan.

[0086] This person in charge gives a business administration improvement instruction to the administrative department in charge of each branch or all stores, and then prepares an administrative guidance report as a guidance record. The person in charge is a financial institution When the terminal 12 is instructed to create a business guidance report, the data generation unit 42 of the improvement plan management system 22 generates display data for the business guidance result registration screen G12 (see FIG. 28) and transmits this data to the financial institution. Display on the monitor of terminal 12.

[0087] On the administrative guidance result registration screen G12, input fields of administrative processes, activities, guidance items' comments, and non-compliant administrative regulations are displayed. The office quality management database 20 stores the process flow of office work (see screen G13, Figure 28) and the data for office work regulations (see screen G14, Figure 28). The person in charge of the back office department operates the financial institution terminal 12 to switch the monitor display screen and performs input operations on each item of the back office guidance result registration screen G12.

Here, the improvement plan management system 22 further reflects the processes and activities on the same office guidance result registration screen G12 when there are a plurality of types of processes and activities of the issues for which improvement guidance has been provided. Can be done. In addition, the improvement plan management system 22 described above on the administrative guidance result registration screen G12 which was newly displayed after the creation of the administrative guidance result registration screen G12 was completed according to the operation of the financial institution terminal 12 by the person in charge. Processes and activities can also be reflected.

When the input of each item on the office guidance result registration screen G12 by the person in charge is completed, the input information acquisition unit 43 stores the input data in the storage unit 44. The writing unit 46 stores the input data in the office quality management database 20 in association with the branch data for which office work has been instructed. The data generation unit 42 reads the data from the storage unit 44, generates data for printing an administrative guidance report (guidance report, see FIG. 28), and outputs this to the financial institution terminal 12.

[0090] In the print data, the number of the provisions of the office rules entered in the "Rules" section of the office guidance result registration screen G12 and the predetermined number in the text entered in the "Guidance items and comments" column are determined. The number of input of keywords of the type includes information counted by the data generation unit 42 for each type. Here, if the above-mentioned keyword is entered in one of the input fields including the input fields 61 and 62 of the “guidance items and comments”, the number of inputs is “1”, and two If the same type of keyword has been entered in the entry field, the number of entries is "2". [0091] In the financial institution terminal 12, when the data for printing the clerical guidance report is input, the clerical guidance report is printed. In the clerical guidance report shown in Fig. 28, in addition to the clerical process, activities, guidance items' comments and non-compliant clerical processing rules described on the clerical guidance result registration screen G12, a display column for recurrence prevention measures is provided. The “Recurrence Prevention Measures” column in the administrative guidance report is a column that is written by the person in charge after printing the administrative guidance report.

[0092] In the administrative guidance report shown in FIG. 28, "1 1

3 1 ". This indicates that the business rule “1 1 3” has been entered in one of the input fields of the “rules”. In the table of column 72 in the administrative guidance report, “3” is entered in the column corresponding to “Deposit, not entered”. This indicates that the words “deposit” and “blank” are included in three of the input fields for “Guidance and Comments”. The back office personnel will keep the printed instructional reports.

[0093] Next, a procedure for creating a company-wide improvement plan by the improvement plan management system 22 will be described. The company-wide improvement plan is based on information on administrative accidents at all branches and customer complaints, and prioritizes improvement measures to be implemented in order to reduce the risks and the efficiency of the entire business entity, and the target stores. It is a plan. This improvement is determined based on the magnitude of the relevance of the decline event and its factors to loss.

[0094] It is desirable that the loss of the entire business is small in the business that is an aggregate of the business establishments (branches) and that the cost is significantly reduced. However, as described above, even if individual stores are individually instructed in improvement measures based on the factors extracted individually for each branch, it is not always possible to efficiently reduce losses for the entire business. For example, if there are risk events that occur simultaneously at many branches, there may be a problem with the processing procedures and education curriculum that are defined as a unified matter for the entire entity. Therefore, the entity needs to decide on an improvement plan based on a company-wide perspective.

[0095] In the present embodiment, company-wide improvement measures and candidates for branch offices to be implemented with the improvement measures are determined based on the deterioration factors of the office work extracted by the improvement plan management system 22 and the factors causing the deterioration factors.

[0096] FIG. 29 shows the management of the improvement plan management system 22 for the determination of the company-wide improvement plan. It is a figure showing an example of a totaling table.

This tabulation table is managed in the storage unit 44 of the improvement plan management system 22, and includes the risk event of each branch, the expected loss rank of each risk event, the cause of each risk event, the effective point of each cause, and each cause. This is a table that links the expected loss improvement ranks in the event of cancellation. The expected loss rank in the summary table is the rank of the expected loss, for example, up to six months after the corresponding risk event is not improved on the summary table. The expected loss improvement rank is the rank of the expected decrease in loss by half a year after the implementation of the corresponding risk event improvement measures on the aggregation table. The expected loss improvement rank is a rank that takes into account the cost of improvement

[0097] The risk event information in the aggregation table is generated for each branch by the improvement plan management system 22 based on the information on the misconduct elements displayed on the misconduct element confirmation screen G5. In addition, the information on the causes and effect points of each risk event in the tabulation table is based on the information output to the storage unit 44 of the improvement plan management system 22, that is, the data input on the improvement plan creation screen Gl1. An improvement plan management system 22 is generated in association with each risk event.

[0098] The information on the expected loss improvement amount rank in the summary table is analyzed by the analysis unit 34 of the office quality alarm system 21 for risk events based on the effect point of the cause and the estimated loss amount rank of the risk event to which the cause belongs. This is information generated for each occurrence factor. The information on the expected loss rank in the aggregation table is analyzed by the office quality alarm system 21 and the information generated by the improvement plan management system 22 based on the information output to the storage unit 44 of the improvement plan management system 22. It is.

[0099] In this aggregation table, for example, the expected loss amount rank associated with "Many misses in the currency exchange business," which is a risk event of the "〇 branch", is the exchange business that occurred in the "〇 branch" in the past six months. An improvement plan management system based on information on all clerical errors related to clerical work, changes in the amount of clerical work related to these clerical errors in the past six months, and the total amount of losses in the past six months caused by customer power complaints. 22 is the calculated information.

[0100] The data generating unit 42 of the improvement plan management system 22 determines company-wide improvement plan candidates based on the contents of the above-described aggregation table. Specifically, the data generation unit 42 One bull (see Figure 29), the company-wide loss reduction is based on the size of the effective point of each factor associated with each risk event of each branch and the magnitude of the expected loss improvement rank for each factor. Determine the improvement measures that can be contributed and the branch candidates for which the improvement measures are to be implemented. Candidates for improvement measures include, for example, analyzing the information in the aggregation table and analyzing the information in the single or multiple branches. Business procedure ”.

[0101] Then, the data generation unit 42 generates data in which the determined improvement measure candidates are assigned the execution priority and stores the data in the storage unit 44. Based on the stored data, the improvement plan candidate display screen is displayed. Generate display data for G15 (see Figure 30). The data generator 42 causes the display data to be displayed on the monitor of the financial institution terminal 12 of the person in charge via the communication interface 47 and the communication network 11.

[0102] When a risk event due to the same cause occurs in a plurality of branches, the data generation unit 42 calculates an effect point and a loss improvement expected amount corresponding to the similar cause described above for each branch. Add them together. If the risk event to which the cause of occurrence belongs based on the result of the summation is a risk event for which company-wide improvement measures should be implemented, the data generation unit 42 takes multiple measures to improve the risk event due to the same cause at multiple branches. Are generated as a single improvement measure candidate common to all branches.

FIG. 30 is a diagram showing a display example of a company-wide improvement plan candidate display screen G15 generated by the improvement plan management system 22.

On the improvement plan candidate display screen G15, candidates for improvement measures that focus on the reduction events to be improved, the cost level required for implementing these improvement measures, the expected amount of loss improvement by implementing the improvement measures, and the target The branch name and priority are displayed in association. Priority is assigned to each improvement measure in descending order of expected loss improvement level.

[0104] In this case, if a risk event due to the same cause occurs in a large number of branches, the total amount of the expected level of loss improvement increases, and therefore the risk that should be improved to reduce company-wide loss Of course, it is easy to become a candidate for an event, and the priority is of course higher. However Improvement measures that require a cost that exceeds the predetermined upper limit will not be implemented and will not be subject to priority assignment and monitor display regardless of the magnitude of the expected loss improvement rank, as they are not possible to implement. The person in charge instructs the branch concerned on improvement measures by referring to the improvement plan candidate display screen G15.

[0105] Therefore, the person in charge refers to the improvement plan candidate display screen G15 displayed on the monitor, and the reduction event to be improved among the office quality deterioration events (risk events) of each branch extracted by the improvement plan management system 22 is referred to. In other words, it is possible to easily understand the improvement measures for the reduction event to be improved for efficiently reducing company-wide losses and the candidates for the stores to be implemented for the improvement measures.

[0106] Next, the operation of the office quality dashboard system 23 will be described.

First, the acquisition unit 51 of the office quality dashboard system 23 (see FIG. 12) acquires various data analyzed by the office quality alarm system 21 and stored in the office quality management database 20.

[0107] The display data generation unit 52 generates display data for the dashboard screen for displaying the various data acquired by the acquisition unit 51, and transmits the display data to each of the dashboard screens via the communication interface 53 and the communication network 11. Send to financial institution terminal 12. When the receiving financial institution terminal 12 receives the display data, it displays this on a monitor.

FIG. 31, FIG. 32, FIG. 33, and FIG. 34 are diagrams showing display examples of the office quality dashboard generated by the office quality dashboard system 23 of the office quality management system according to one embodiment of the present invention. It is.

The office quality dashboard system 23 is composed of the organization (all stores, branch groups, one branch), business lines (deposits, foreign exchange, loans, etc.) and individual indicators (risk, efficiency, etc.) among the various data stored in the office quality management database 20. Based on such viewpoints, multiple types of office quality dashboards containing the data picked up are generated.

In the office quality dashboard, for example, as shown in FIG. 31, various parameters related to office work of all financial institutions are displayed on one screen. The person in charge can compare and examine the office quality of each store with reference to this.

[0110] Also, various ranking tables in the office quality dashboard shown in FIG. Items are provided. An arrow indicating progress information is input to this item. This arrow is

It is generated through the first, second, third and fourth steps. In the first procedure, the analysis unit 34 of the office quality alarm system 21 analyzes various parameters stored one month ago in the office quality management database 20 and the latest parameters stored in the office quality management database 20, for example. And compare with the various parameters of the analysis result. In the second procedure, the analysis unit 34 obtains information (egress information) indicating the power of the improved office quality in percentage. In the third procedure, the office quality alarm system 21 outputs the result obtained by the analyzer 34 to the display data generator 52 via the information communication network 11 and the communication interface 53 indicating the result obtained. In the fourth procedure, the display data generator 52 generates an arrow based on the percentage value.

[0111] The person in charge of the back office department can refer to this item to easily determine whether or not the branch office where the office quality has been reduced by the analysis from one month ago has improved or not. It is possible to grasp the progress of office quality improvement at the branch where the office guidance was provided.

[0112] In addition, as shown in Fig. 32, various parameters relating to the operational risk are displayed on one screen, and the person in charge can compare and evaluate the quality of the operational risk at each store by referring to this. .

[0113] Further, an item of "variation" is provided on the screen shown in FIG. This is an evaluation of deviation values of the operational risk index (comprehensive index) of each branch.

Also, as shown in Fig. 33, not only for all financial institution stores but also for the various parameters that are important for paperwork of one branch on the monitor of the financial institution terminal 12, the person in charge of the branch must refer to this. Thus, the user can grasp the quality of office work risk, efficiency, and customer satisfaction and use it for studying future improvement measures.

In FIG. 33 and FIG. 34, the parameters displayed on the monitor of the financial institution terminal 12 are limited to those of one branch, so that more detailed parameters can be compared with the screens shown in FIG. 31 and FIG. It can be displayed on the monitor of the institution terminal 12.

[0115] In the financial institution terminal 12, as shown in Fig. 35, it is possible to arbitrarily designate a type to be displayed among various office quality dashboards. In this case, the user is a financial institution terminal By the input operation on 12, a signal including the instruction content is transmitted to the office quality dashboard system 23 via the communication network 11.

[0116] In addition, the office quality dashboard system 23 displays a certain type of office quality dashboard! / In some cases, the office quality dashboard type is selected as a candidate for the type of office quality dashboard according to the switching destination. It can be displayed on a monitor. This makes it easy for users to switch between the various office quality dashboards.

[0117] When receiving the signal including the instruction from the financial institution terminal 12, the display data generation unit 52 of the office quality dashboard system 23 generates the display data of the specified type, and Is transmitted to the financial institution terminal 12 and displayed on the monitor.

In the screens shown in FIGS. 31 and 32, an item “audit history” is provided. This is the status of the implementation of improvement measures, that is, the quality improvement of each branch where an office accident has occurred is underway or the improvement plan is under review by the administrative department, or an improvement plan is prepared from the branch. This is an item that indicates whether it is in a state before the examination by the administrative department.

[0119] When the data entered on the improvement plan creation screen G11 described above is stored in the office quality management database 20 in association with the branch data for which the improvement plan is to be created, the office quality dashboard system 23 Get data. Then, the office quality dashboard system 23 displays on the monitor of the financial institution terminal 12 such that the column of the corresponding branch in the audit history becomes "plan submitted".

[0120] If the data entered on the office guidance result registration screen G12 is stored in the office quality management database 20 in association with the branch data for which office guidance has been provided, the office quality dashboard system 23 uses this data. To get. Then, the office quality dashboard system 23 causes the monitor of the financial institution terminal 12 to display “in progress” in the corresponding branch column of the audit history.

[0121] The items of "branch audit history" shown in Fig. 33 and Fig. 34 indicate the number of office accidents that have occurred in the branch to be displayed and the implementation status of improvement measures for the accidents. If you want to grasp the trends of individual indicators from a company-wide perspective, use the multidimensional analysis screen described later. Figure 36 shows an example of transition to the office quality dashboard screen Kara multi-dimensional analysis screen. The multidimensional analysis screen is a screen that analyzes the causal relationship between individual indicators, analyzes the causal relationship between the occurrence of problems and seasonal variation, time variation, regional variation, etc., and creates graphs for irregular reports. This is a screen for performing such operations. The user can operate the financial institution terminal 12 to switch to the multi-dimensional analysis screen, as shown in FIG.

[0122] In addition, the improvement plan management system 22 separately writes and stores the input data of the guideline entered on the above-mentioned improvement plan creation screen G11 in the office quality management database 20, and associates it with various data of the branch instructed. Has functions. As a result, if the business quality of the branch that provided guidance after a certain period of time has improved and the loss has decreased, it can be understood that the relevant guidelines have been appropriate. In addition, the improvement plan management system 22 extracts the appropriate guidelines as the best practices to be utilized by the branch where similar problems occur, and monitors the financial institution terminals 12 using the office quality dashboard system 23. Can also be displayed.

With such a configuration, the work quality data of each branch of the financial institution is analyzed by the work quality alarm system 21 of the work quality management system 10, and the quality of After extracting dangling factors (declining events) and obtaining the factors that cause these deteriorating factors, the declines that can be improved to efficiently reduce company-wide losses among the deteriorating business quality of each branch Decide on measures to improve the event and candidate stores for which the measures are to be implemented. In other words, the person in charge of the financial institution can easily grasp company-wide business quality improvement measures. Therefore, early improvement in office work can be carried out to prevent the loss in office work.

[0124] In addition, the office quality dashboard system 23 is used to monitor and display various data related to office quality and the progress of office quality improvement measures by each branch. We can provide sufficient support for planning improvement measures.

[0125] The present invention is not limited to the above-described embodiment as it is, and may be embodied in a practical stage by modifying the constituent elements without departing from the scope of the invention. Various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiments. it can. For example, all the component forces shown in the embodiment may be omitted from some components. Further, components of different embodiments may be appropriately combined.

Claims

The scope of the claims

[1] An input unit (31) for receiving input of business processing information of each business establishment,

An analysis unit (34) for analyzing the business processing information input by the input unit;

An extraction unit (41) for extracting information indicating a deterioration event of the quality of business processing at each of the business sites;

A storage unit (44) for storing in advance information indicating the decrease event and information indicating the cause of the occurrence,

An acquisition unit (45) for acquiring from the storage unit information indicating the cause of the decrease event of each of the establishments based on the information indicating the decrease event extracted by the extraction unit;

Information indicating the cause of the occurrence of each of the establishments obtained by the acquisition unit from the extracted decrease events, which is a candidate for an improvement measure of the decrease event to be improved and a candidate of the business establishment to be subjected to the improvement measure. Improvement candidate determination unit (4 2)

An information processing system comprising:

[2] An input unit (31) for receiving input of business processing information of each business office,

An analysis unit capable of analyzing results performed by this analysis unit. It is applied to the whole company including each of the above-mentioned business sites. (41),

A storage unit (44) for storing in advance information indicating the decrease event and information indicating an occurrence factor thereof,

Of the extracted degradation events, the quality of paperwork related to the entire company, including each of the above offices The candidate for improvement measures for the reduction event that is the target of improvement and the candidate for the business establishment that is the subject of the improvement measure are acquired based on the information indicating the cause of occurrence of each business establishment obtained by the acquisition unit. And an improvement candidate determination unit (42) for determining the information.

[3] The improvement candidate determination unit (42)

For each candidate for the determined improvement measure, the magnitude of the loss to be reduced when the improvement measure is implemented and the magnitude of the cost required to implement the improvement measure are analyzed, and each candidate determined based on the analysis result is analyzed. The information processing system according to claim 1, wherein a priority is given to execution of the information processing system.

[4] The improvement candidate determination unit (42)

The magnitude of the influence of the occurrence factors of each of the business establishments acquired by the acquisition unit (45) on the occurrence of the decline event related to the occurrence factors, the magnitude of the ease of improvement, and the start of the improvement Analyzing at least one of the amount of time required to reduce the loss and the amount of cost required for improvement, based on the analysis results, measures for improving the reduced events to be improved among the extracted reduced events and 3. The information processing system according to claim 1, wherein a candidate for a business establishment to be implemented with the improvement measure is determined.