CN101340487A - Management method and system in service opening process - Google Patents
Management method and system in service opening process Download PDFInfo
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Abstract
The invention discloses a management method in the process of service opening, the management method presets a service order template and a work order template and further comprises the steps as follows: customer requirements are converted to service order examples according to the service order template, the priorities of the service order examples are sequenced according to item information in the service order examples; the service order examples are decomposed into work order examples according to the work order template, the priorities of the work order examples are sequenced according to the item information in the work order examples; the implementation process of the service order examples and the work order examples are monitored, when an alarm is found, the service order examples and the work order examples are implemented after the priority adjustment according to the item information in the service order examples and the work order examples and the corresponding alarm; and the service opening process is reported to be completed. The invention further discloses a management system in the process of the service opening. The use of the invention can reduce the interference of man-made factors and can ensure the fast and high-efficiency implementation of the service opening process.
Description
Technical field
The present invention relates to the communication engineering management software, management method and system in particularly a kind of service opening process.
Background technology
Telecom operators need provide service at the demand that the user proposes, and especially in order to keep on top in fierce telecommunication market competition, telecom operators make the transition to the integrated information service provider one after another, so that more fully service to be provided.On the one hand, in service opening process, the different demands that propose at different clients provide the service of differentiation, to satisfy different brackets user's demand, particularly satisfy big customer's individual demand, become important goal.On the other hand,, in service opening process, the hierarchical Efficient and Flexible of carrying out is managed, become the guarantee service release important component part that everything goes well with your work carries out according to the individual demand that the client proposes.
Service release work generally all is from business sheet.Business sheet comprises service order and worker's list.The service order is the information carrier that activates operator's internal work flow process according to product or customer service; The worker distributes the information carrier that each station is carried out concrete task.According to the needs of opening link, a service order can be decomposed into a plurality of workers' lists.
Hierarchical, the personalization of business sheet requires service opening process that personalized, hierarchical managerial ability must be provided, to provide corresponding support to different personalizations, hierarchical business sheet.Relation according to each requirement in the business sheet comprises individual demand, and multiple conditions such as for example affiliated client, affiliated product, affiliated station will be served order and are decomposed into a plurality of workers' lists.Simultaneously, the single processing priority of corresponding worker is set, demand to personalization provides customization capability flexibly, the requirements such as technology and equipment of opening time limit, employing different according to the client customize the single priority of handling of worker, particularly monitor in the single implementation of worker, if note abnormalities, priority to worker's list is adjusted, could improve like this and open efficient, reduce the overall newspaper of service order and complete the cycle, improve hierarchical service release level.
Management method in the prior art service opening process generally is the customized information in the business sheet to be passed through mode records such as text or annex, and the individual demand that relates to need participate in by artificial; And, the hierarchical management of worker's list inherited come from customer relation management (Customer RelationManagement, CRM) hierarchal order of system is carried out.
But, individual demand lacks by this mode of artificial participation information is unified the effect that structuring is handled, can't effectively extract customized information in the business sheet, also just can't between a plurality of business sheets, be analyzed, can reduce the efficient of service opening process; The method that comes from the single hierarchical management of worker that the hierarchal order of crm system carries out, lack enough information and carry out the automatic adjustment of priority, especially when business sheet execution appearance is unusual, need carries out manual intervention and handle, can't satisfy the requirement rapidly and efficiently in the service opening process.
Summary of the invention
The purpose of this invention is to provide the management method in a kind of service opening process, low to overcome prior art service opening process efficient, need the shortcoming of manual intervention.
For solving the problems of the technologies described above, the management method and the system that the invention provides in a kind of service opening process are achieved in that
Management method in a kind of service opening process, preset service order masterplate and worker's single mode version, and comprise:
Customer demand is converted into service order example according to service order masterplate, and sorts according to the priority of the clause information in the service order example to described service order example;
To serve the order example and be decomposed into the single example of worker, and sort according to the priority of the clause information in the single example of worker to the single example of described worker according to worker's single mode version;
Implementation process to described service order example and the single example of described worker is monitored, when finding alarm, described service order example and the single example of described worker are carried out implementing after the processed according to clause information in service order example and the single example of described worker and corresponding alarm;
The service opening process newspaper is completed.
The described service of presetting order masterplate and worker's single mode version are realized by following mode:
Preset worker's single mode version of the service order masterplate that comprises a clause at least and at least one clause; A service order masterplate comprises worker's single mode version at least; Described each clause comprises parameter, parameter objectives value, at least one information of compensation breaks rules.
The action message of taking when described clause also comprises warning value and alarm takes place.
Described service order masterplate and example and worker's single mode version and example are by the clause quantity that comprises and/or the different different brackets that are divided into of clause content.
Introduce weight properties in worker's single mode version after described service order masterplate and example and service order masterplate and example decompose and the example, this attribute is used for representing the importance of the execution of worker's list at the service order, and the span of weight can set in advance.
The described priority of serving the order example ordering according to the clause information in the service order example realized by following mode:
According to the quantification priority of one in clause quantity, clause content, warning value and the weight in the service order example or this service order example of multinomial calculating, and described service order example is sorted according to this priority.
The described priority of the single example of worker the ordering according to the clause information in the single example of worker realized by following mode:
Calculate the quantification priority of the single example of this worker according to the priority of one in clause quantity, clause content, warning value and the weight in the single example of worker or multinomial and described service order, and according to this priority to the single example ordering of described worker.
Describedly according to the clause information in the single example of service order example and described worker and corresponding alarm described service order example and the single example of described worker are carried out processed and realize by following mode:
According to clause information in service order example and the single example of described worker and the corresponding quantification priority that recomputates described service order example and the single example of described worker of alarming;
According to the quantification priority that recomputates described service order example and the single example of described worker are sorted.
Described recomputating according to clause information and corresponding alarm quantizes priority and realized by following mode:
Recomputate quantification priority according to clause quantity, weight and alarm grade.
Management system in a kind of service opening process comprises service order masterplate preset unit 61, service order instantiation unit 62, worker's single mode version preset unit 63, worker's single mode version instantiation unit 64, monitoring unit 65, processed unit 66, newspaper is completed unit 67, wherein
Service order masterplate preset unit 61 is used to preset service order masterplate;
Service order instantiation unit 62 is used for according to the service order masterplate that presets customer demand being converted into service order example, and service order example is carried out prioritization;
Worker's single mode version preset unit 63 is used to preset worker's single mode version;
Worker's single mode version instantiation unit 64 is used for will serving the order example according to the worker's single mode version that presets and is converted into the single example of worker, and the single example of worker is carried out prioritization;
Processed unit 66 is used for according to the clause information and the corresponding alarm of service order example and the single example of described worker described service order example and the single example of described worker being carried out processed;
Newspaper is completed unit 67, is used for newspaper and completes service opening process.
The described service order masterplate that presets and worker's single mode version comprise a clause at least; A service order masterplate comprises worker's single mode version at least, and described each clause comprises parameter, parameter objectives value, at least one information of compensation breaks rules.
The action message of taking when the described service order masterplate that presets and worker's single mode version also comprise warning value and alarm takes place.
Described service order masterplate and example and worker's single mode version and example are by the clause quantity that comprises and/or the different different brackets that are divided into of clause content.
Introduce weight properties in worker's single mode version after described service order masterplate and example and service order masterplate and example decompose and the example, this attribute is used for representing the importance of the execution of worker's list at the service order, and the span of weight can set in advance.
Described service order instantiation unit 62 is according to the quantification priority of one in clause quantity, clause content, warning value and the weight in the service order example or this service order example of multinomial calculating, and according to this priority described service order example sorted.
Described worker's single-instancing unit 64 calculates the quantification priority of the single example of this worker according to the priority of one in clause quantity, clause content, warning value and the weight in the single example of worker or multinomial and described service order, and according to this priority to the single example ordering of described worker.
Described processed unit 66 sorts to described service order example and the single example of described worker according to the quantification priority that recomputates according to clause information in service order example and the single example of described worker and the corresponding quantification priority that recomputates described service order example and the single example of described worker of alarming.
By above technical scheme provided by the invention as seen, the present invention utilizes the clause information of service order masterplate and worker's single mode version to carry out instantiation, can satisfy client's individual demand.And, at client's individual demand, allow to revise the clause information of masterplate, as increase/minimizing clause, perhaps revise the content of clause.Like this, provide guidance, reduced the interference of human factor for serving the single example implementation process of order example and worker.Select the processing factor of different clauses, and determine weight information, carry out prioritization by result calculated for each factor as priority.By the actual implementation status of business sheet and the comparative analysis of priority, the result is optimized to business sheet distribution prioritization, and the optimization that like this, can carry out effectively service opening process, continue guarantees service opening process enforcement rapidly and efficiently.
Description of drawings
Fig. 1 serves the composition diagram of order masterplate example for the present invention;
Fig. 2 is the composition diagram of worker's single mode version example of the present invention;
Fig. 3 is the flow chart of the inventive method embodiment;
The flow chart of Fig. 4 in the inventive method the priority of service order example being resequenced;
The flow chart of Fig. 5 in the inventive method the priority of the single example of worker being resequenced;
Fig. 6 is the block diagram of system embodiment of the present invention.
Embodiment
The invention provides the management method in a kind of service opening process, preset service order masterplate and worker's single mode version, and comprise: customer demand is converted into service order example according to service order masterplate, and sorts according to the priority of the clause information in the service order example to described service order example; To serve the order example and be decomposed into the single example of worker, and sort according to the priority of the clause information in the single example of worker to the single example of described worker according to worker's single mode version; Implementation process to described service order example and the single example of described worker is monitored, and according to clause information in service order example and the single example of described worker and corresponding alarm described service order example and the single example of described worker is carried out implementing after the processed; The service opening process newspaper is completed.
In telecom operators, the business sheet quantity of accepting every day is big, the individual demand that relates in the service opening process needs the artificial process intervention to run well, when the personalized service that particularly runs into the client requires, particular demands is many and complicated, a little less than such mode holistic management ability, efficient is low.And, the situation that the single-phase ad eundem of multi-service occurs is commonplace, and the prioritization in the existing hierarchical management method is subjected to the interference of a lot of human factors, when the execution of business sheet occurs when unusual, the adjustment of manually carrying out the business sheet execution sequence is difficulty more.
In order to make those skilled in the art person understand the present invention program better, introduce management method embodiment in the service opening process of the present invention below in conjunction with accompanying drawing.
Preset service order masterplate and worker's single mode version.
Business sheet masterplate (comprising service order masterplate and worker's single mode version) comprises that at least one clause, each clause comprise parameter, parameter objectives value, at least one information of compensation that breaks rules, and according to the difference of clause, can also comprise out of Memory.For business sheet is monitored in the process of implementation, the information of taking in the time of can also increasing the multi-level alarm value and alarm takes place such as action.A service order masterplate comprises worker's single mode version at least.A service order example that is obtained by service order masterplate can be decomposed into the single example of worker that at least one is obtained by worker's single mode version.It should be noted that the single example of worker depends on service order example and exists, and worker's single mode version can not rely on service order masterplate individualism.
At service order or the masterplate that can create different brackets with a kind of service based on different customers, the grade of service order or masterplate and worker's list or masterplate embodies by the difference of its clause quantity that comprises and/or clause content, can classify, for example can be divided into three-star, four-star and five-star etc.
Worker's list or masterplate after service order or masterplate and service order or masterplate decompose can be introduced weight properties, and this attribute is used for representing the importance of the execution of worker's list at the service order.The span of weight can set in advance, and for example span is between 0 to 1, and value is big more to show that it is important more, and the weight sum of all worker's lists can be made as and equal 1.
Each clause in business sheet or the masterplate need be provided with the alarm grade, for example can be divided into Three Estate.When representing to surmount this thresholding, the first order can produce general influence to service opening process; Can have a strong impact on service opening process when this thresholding is represented to surmount in the second level, must handle at once, so that the carrying out smoothly of service opening process; When representing to surmount this thresholding, the third level, must promptly handle to having exceeded the thresholding of arranging with the client.
Fig. 1 has provided an example of service order masterplate, and as shown in the figure, this service order masterplate is made as A, and its grade is 3.Among this service order masterplate A, comprise the alarm grade of masterplate essential information and two clause T1 that comprised and T2 and each clause correspondence.
Fig. 2 has provided two examples of worker's single mode version, as shown in the figure, worker's single mode version O1, its grade is 3, among this worker's single mode version O1, comprises the essential information of worker's single mode version O1 and clause O11, the O12 that is comprised, and the alarm grade of each clause correspondence.Worker's single mode version O2, its grade is 3, among this worker's single mode version O2, comprises the essential information of worker's single mode version O2 and the clause O21 that is comprised, and the alarm grade of this clause correspondence.
Service order masterplate A can be broken down into worker's single mode version O1 and O2, and worker's single mode version O1 and O2 weight are respectively 0.7 and 0.3.Wherein, service order masterplate can be broken down at least one worker's single mode version according to service order clause.Below be example with the clause T1 of service order masterplate A, the decomposition of serving the order clause be described.
The clause T1 that supposes service order masterplate A is service release time＜=5 day, based on this clause 3 alarming thresholds is set: grade 1, grade 2 and grade 3.The alarming threshold T11 of grade=1 correspondence is service release time=3 day; The alarming threshold T12 of grade=2 correspondences is service release time=4 day; The alarming threshold T13 of grade=3 correspondences is service release time=5 day.This clause is decomposed into: the clause O11 of worker's single mode version O1 is service release time＜=4 day, based on this clause 3 alarming thresholds is set: grade 1, grade 2 and grade 3.The alarming threshold O111 of grade=1 correspondence is service release time=2 day; The alarming threshold O112 of grade=2 correspondences is service release time=3 day; The alarming threshold O113 of grade=3 correspondences is service release time=4 day.The clause O21 of worker's single mode version O2 is service release time=1 day, based on this clause 1 alarming threshold is set: grade=3, its corresponding alarming threshold O211 is service release time=1 day.Other clause also can decompose according to the mode of T1.
Can also pass through to create the management of the grade clause realization of new masterplate and correspondence to new service.
The business sheet example can be by corresponding service single mode version instantiation generation with it, when there is individual demand in the client, according to client's individual demand on the basis of business sheet masterplate, the clause that business sheet is comprised customizes, thereby to hierarchical and individual business list implementation structure management.
Management method embodiment in the service opening process comprises as shown in Figure 3:
Step 301: customer demand is converted into service order example according to service order masterplate, and sorts according to the priority of the clause information in the service order example to described service order example.
In this step, describedly sort according to the priority of the clause information in the service order example to described service order example, can be according to the quantification priority of one in the information such as clause quantity, warning value and weight in the service order example or this service order example of multinomial calculating, and according to this priority described service order example is sorted.
Customer demand is carried out instantiation according to service order masterplate A generate service order example A.
The example of the service order masterplate that provides as prior figures 1, this service order masterplate is made as A, and its grade is 3, and in should service order masterplate A, comprises the alarm grade of masterplate essential information and two clause T1 that comprised and T2 and each clause correspondence.According to this service order masterplate, customer demand can be converted into service order example A.
Client's grade of service order and service processing orders grade can obtain by interface from crm system, also client's grade of maintenance service order voluntarily.Concerning service order process grade, can quantize according to the requirement in service release time limit, suppose that client's grade of service order example A is 3, handling grade is 2.
The clause and the weight that comprise by service order example A can draw the priority of serving order.The clause of service order example prioritization institute foundation comprises the processing grade of service order example, client's grade of service order example, the grade of service of service order example, the clause quantity of service order example, worker's odd number amount that service order example comprises, the weight of the single example of worker in service order example, the clause quantity of the single example of worker etc.Can quantize priority with reference to the rule of describing in the table 1, afterwards, can sort to service order example according to the quantification priority of calculating.
Table 1. service order example priority quantization table
In the table 1, can obtain quantizing priority by following formula:
Client's grade * handles grade * grade of service * worker odd number amount * (the service order weight * service order bar amount of money+single example O1 of the single example O1 of the worker weight * worker bar amount of money+single example O2 of the single example O2* worker of worker bar amount of money)
Like this, quantize priority=3*2*3*2* (1*2+0.7*2+0.3*1)=133.2
If service order example is through personalized customization, the quantification of the priority of service order example can calculate by revising relevant parameter.
Step 302: will serve the order example and be decomposed into the single example of worker, and sort according to the priority of the clause information in the single example of worker to the single example of described worker according to worker's single mode version.
In this step, describedly sort according to the priority of the clause information in the single example of worker to the single example of described worker, can calculate the quantification priority of the single example of this worker according to the priority of one in the information such as clause quantity, warning value (promptly alarming grade) and weight in the single example of worker or multinomial and described service order, and the single example of described worker be sorted according to this priority.
For example, service order example A is decomposed into single example O1 of worker and O2, respectively its priority is quantized, and the priority of service order under the prioritization calculated factor of worker's list comprises, the worker is the weight in affiliated service order singly, the quantity of worker's Single Clause etc.Can quantize priority with reference to the rule of describing in the following table 2.The priority of worker's list is carried out the single order of implementing of worker as the service release personnel.
The single example priority of table 2. worker quantization table
The quantification priority of single example O1 of worker and the single example O2 of worker can be calculated by following formula in the above-mentioned table 2:
Service order priority * weight * bar amount of money
Like this, quantification priority=133.2*0.7*2=186.48 of the single example O1 of worker
Quantification priority=133.2*0.3*1=39.36 of the single example O2 of worker
Step 303: the implementation process to described order example and the single example of described worker is monitored, and according to clause information in service order example and the single example of described worker and corresponding alarm described service order example and the single example of described worker is carried out implementing after the processed.
This step is according to the priority orders of worker's list, and it is single to distribute the worker, promptly notifies the service implementation opening process, and after the single example of each worker after service order example decomposes was all implemented to finish, the processing of service order example finished.In carrying out the single example implementation process of worker, also need singly comprise clause and corresponding alarming threshold is monitored the executing state of worker's list based on the worker, when finding that single execution of worker occurs when unusual, the priority of worker's list is sorted again.Correspondingly, in serving order example implementation process, also need comprise clause and corresponding alarming threshold is monitored the executing state of worker's list, occur when unusual, the priority of service order example is sorted again when finding that service order example is carried out based on service order example.
Concrete, can carry out according to following step:
Step 303a: according to clause information in service order example and the single example of described worker and the corresponding quantification priority that recomputates described service order example and the single example of described worker of alarming;
Step 303b: described service order example and the single example of described worker are sorted according to the quantification priority that recomputates.
This step, by the actual implementation status of business sheet and the comparative analysis of priority, the result is optimized to business sheet distribution prioritization.
Below give some instances and be illustrated.
Fig. 4 shows the processed flow process of service order example in opening process.
Step 41: the single instance processes of worker.
This step is according to the processed that is ranked service order example, and is concrete, as previously mentioned, comprises that enforcement is by the worker single example of service order example after according to the instantiation of worker's single mode version.
Step 42: the alarm of service order example is judged.
This step is that the alarm that occurs in the service order example implementation process is monitored.
Step 43: the rearrangement of service order example priority, execution in step 42 afterwards.
Describedly recomputate quantification priority, can recomputate quantification priority according to clause quantity, weight and alarm grade according to clause information and corresponding alarm.
For example, in the implementation of service order example A, monitor, all alarm if find two the clause T1 of service order example A and T2, for example, begin to last 4 days from receiving service order A, by monitoring for clause T1, need the issue alarm, the alarm grade is 2.At this moment, need be to the priority rearrangement of service order example A, the calculated factor of service order priority rearrangement comprises the priority of former service order, the alarm grade of service order etc.Can quantize priority with reference to the rule of describing in the table 2.
Table 3. service order example priority quantizes adjustment form
Quantification priority in the above-mentioned table 3 can be calculated by following formula:
Current priority * (clause T1+ clause T2)
Like this, quantize priority=133.2* (2+1)
When changing appears in the priority of service order example A, adjustment that can the notification service opening process, the variation of serving order example priority simultaneously will influence the priority of newly-generated worker's list example.When a plurality of service order examples are alarmed simultaneously, the rearrangement of priority can be instructed for adjusting service opening process, accelerates the response speed of service release.
The clause O11 that supposes the single example O1 of worker alarms, such as, after generating the single example O1 of worker, lasted 3 days, according to alarm grade thresholding, by monitoring, the issue alarm, the alarm grade is 2, serves order example A this moment and does not also find alarm.Need be to the priority rearrangement of the single example O1 of worker.The priority rearrangement factor of the single example of worker comprises the single current priority of worker, and the worker singly alarms grade etc.Can carry out re-quantization with reference to following table 4 pair priority, afterwards, can sort to the single example of worker according to the quantification priority that recomputates.
The single example priority of table 4. worker quantizes adjustment form
The quantification priority of single example O1 of worker and the single example O2 of worker can be calculated by following formula in the above-mentioned table 4:
Service order example current priority * clause alarm sum
Like this, quantification priority=133.2* (2+0)=266.4 of the single example O1 of worker
Above-mentioned priority flow process shown in Figure 5 is monitored and adjusted to the single example of worker.
Step 51: notice is according to the real work order example of described priority orders.
This step is that notice is according to the real work order example of the priority that is ranked.
Step 52: the single example alarm of worker is judged.
This step is to monitoring concurrent cloth alarm in the single example implementation process of worker.
Step 53: the single example priority rearrangement of worker, execution in step 51 afterwards.
The content of describing in this step such as the top table 4.
Describedly recomputate quantification priority, can recomputate quantification priority according to clause quantity, weight and alarm grade according to clause information and corresponding alarm.
By monitoring,, can adjust the priority of the single example of service order example and worker dynamically flexibly, thereby provide guidance service opening process to its prioritization to single O1 of the worker of service order example A and decomposition thereof and O2.
The priority rule of the single example of service order example and worker can be static, also can be dynamic.Static rule can not change in a period of time.Dynamic programming can change, such as state of clause etc.
According to the implementation status of service order example, can adjust weight and the clause information of worker's single mode version in service order masterplate, and then optimize the service release flow process.
Step 304: the service opening process newspaper is completed.
After the single example of all workers was implemented to finish, the processing of service order example finished, and can report the order that receives from crm system and complete, and by interface notice related system, service opening process finishes.
By above method embodiment provided by the invention as seen, utilize the clause information of service order masterplate and worker's single mode version to carry out instantiation, can satisfy client's individual demand.And, at client's individual demand, allow to revise the clause information of masterplate, as increase/minimizing clause, perhaps revise the content of clause.Like this, provide guidance, reduced the interference of human factor for serving the single example implementation process of order example and worker.Select the processing factor of different clauses, and determine weight information, carry out prioritization by result calculated for each factor as priority.By the actual implementation status of business sheet and the comparative analysis of priority, the result is optimized to business sheet distribution prioritization, and the optimization that like this, can carry out effectively service opening process, continue guarantees service opening process enforcement rapidly and efficiently.
Below introduce system embodiment of the present invention.Fig. 6 shows the block diagram of this system embodiment.
As shown in the figure, management system in a kind of service opening process, comprise service order masterplate preset unit masterplate 61 masterplates, service order instantiation unit masterplate 62 masterplates, worker's single mode version preset unit masterplate 63 masterplates, worker's single mode version instantiation unit masterplate 64 masterplates, monitoring unit masterplate 65 masterplates, processed unit masterplate 66 masterplates, newspaper is completed unit masterplate 67 masterplates, wherein
Service order masterplate preset unit masterplate 61 masterplates are used to preset service order masterplate;
Service order instantiation unit masterplate 62 masterplates are used for according to the service order masterplate that presets customer demand being converted into service order example, and service order example are carried out prioritization;
Worker's single mode version preset unit masterplate 63 masterplates are used to preset worker's single mode version;
Worker's single mode version instantiation unit masterplate 64 masterplates are used for will serving the order example according to the worker's single mode version that presets and are converted into the single example of worker, and the single example of worker is carried out prioritization;
Newspaper is completed unit masterplate 67 masterplates, is used for newspaper and completes service opening process.
The described service order masterplate that presets and worker's single mode version comprise a clause at least; A service order masterplate comprises worker's single mode version at least, and described each clause comprises parameter, parameter objectives value, at least one information of compensation breaks rules.
The action message of taking when the described service order masterplate that presets and worker's single mode version also comprise warning value and alarm takes place.
Described service order masterplate and example and worker's single mode version and example are by the clause quantity that comprises and/or the different different brackets that are divided into of clause content.
Introduce weight properties in worker's single mode version after described service order masterplate and example and service order masterplate and example decompose and the example, this attribute is used for representing the importance of the execution of worker's list at the service order, and the span of weight can set in advance.
Described service order instantiation unit masterplate 62 masterplates are according to the quantification priority of one in clause quantity, clause content, warning value and the weight in the service order example or this service order example of multinomial calculating, and according to this priority described service order example are sorted.
Described worker's single-instancing unit masterplate 64 masterplates calculate the quantification priority of the single example of this worker according to the priority of one in clause quantity, clause content, warning value and the weight in the single example of worker or multinomial and described service order, and according to this priority to the single example ordering of described worker.
Described processed unit masterplate 66 masterplates sort to described service order example and the single example of described worker according to the quantification priority that recomputates according to clause information in service order example and the single example of described worker and the corresponding quantification priority that recomputates described service order example and the single example of described worker of alarming.
Utilize this system embodiment to realize that management and preceding method in the service opening process are similar, do not repeat them here.
By above embodiment as seen, utilize the clause information of service order masterplate and worker's single mode version to carry out instantiation, can satisfy client's individual demand.And, at client's individual demand, allow to revise the clause information of masterplate, as increase/minimizing clause, perhaps revise the content of clause.Like this, provide guidance, reduced the interference of human factor for serving the single example implementation process of order example and worker.Select the processing factor of different clauses, and determine weight information, carry out prioritization by result calculated for each factor as priority.By the actual implementation status of business sheet and the comparative analysis of priority, the result is optimized to business sheet distribution prioritization, and the optimization that like this, can carry out effectively service opening process, continue guarantees service opening process enforcement rapidly and efficiently.
Though described the present invention by embodiment, those of ordinary skills know, the present invention has many distortion and variation and do not break away from spirit of the present invention, wish that appended claim comprises these distortion and variation and do not break away from spirit of the present invention.
Claims (17)
1, the management method in a kind of service opening process is characterized in that, presets service order masterplate and worker's single mode version, and comprises:
Customer demand is converted into service order example according to service order masterplate, and sorts according to the priority of the clause information in the service order example to described service order example;
To serve the order example and be decomposed into the single example of worker, and sort according to the priority of the clause information in the single example of worker to the single example of described worker according to worker's single mode version;
Implementation process to described service order example and the single example of described worker is monitored, when finding alarm, described service order example and the single example of described worker are carried out implementing after the processed according to clause information in service order example and the single example of described worker and corresponding alarm;
The service opening process newspaper is completed.
2, the method for claim 1 is characterized in that, the described service of presetting order masterplate and worker's single mode version are realized by following mode:
Preset worker's single mode version of the service order masterplate that comprises a clause at least and at least one clause; A service order masterplate comprises worker's single mode version at least; Described each clause comprises parameter, parameter objectives value, at least one information of compensation breaks rules.
3, method as claimed in claim 2 is characterized in that, the action message of taking when described clause also comprises warning value and alarm takes place.
4, method as claimed in claim 2 is characterized in that, described service order masterplate and example and worker's single mode version and example are by the clause quantity that comprises and/or the different different brackets that are divided into of clause content.
5, method as claimed in claim 2, it is characterized in that, introduce weight properties in worker's single mode version after described service order masterplate and example and service order masterplate and example decompose and the example, this attribute is used for representing the importance of the execution of worker's list at the service order, and the span of weight can set in advance.
As each described method in the claim 1～5, it is characterized in that 6, the described priority of serving the order example ordering according to the clause information in the service order example realized by following mode:
According to the quantification priority of one in clause quantity, clause content, warning value and the weight in the service order example or this service order example of multinomial calculating, and described service order example is sorted according to this priority.
As each described method in the claim 6, it is characterized in that 7, the described priority of the single example of worker the ordering according to the clause information in the single example of worker realized by following mode:
Calculate the quantification priority of the single example of this worker according to the priority of one in clause quantity, clause content, warning value and the weight in the single example of worker or multinomial and described service order, and according to this priority to the single example ordering of described worker.
8, the method for claim 1 is characterized in that, describedly according to the clause information in the single example of service order example and described worker and corresponding alarm described service order example and the single example of described worker is carried out processed and is realized by following mode:
According to clause information in service order example and the single example of described worker and the corresponding quantification priority that recomputates described service order example and the single example of described worker of alarming;
According to the quantification priority that recomputates described service order example and the single example of described worker are sorted.
9, method as claimed in claim 8 is characterized in that, described recomputating according to clause information and corresponding alarm quantizes priority and realized by following mode:
Recomputate quantification priority according to clause quantity, weight and alarm grade.
10, the management system in a kind of service opening process, it is characterized in that, comprise service order masterplate preset unit (61), service order instantiation unit (62), worker's single mode version preset unit (63), worker's single mode version instantiation unit (64), monitoring unit (65), processed unit (66), newspaper is completed unit (67), wherein
Service order masterplate preset unit (61) is used to preset service order masterplate;
Service order instantiation unit (62) is used for according to the service order masterplate that presets customer demand being converted into service order example, and service order example is carried out prioritization;
Worker's single mode version preset unit (63) is used to preset worker's single mode version;
Worker's single mode version instantiation unit (64) is used for will serving the order example according to the worker's single mode version that presets and is converted into the single example of worker, and the single example of worker is carried out prioritization;
Monitoring unit (65) is used for the implementation process of order example and the single example of described worker is monitored;
Processed unit (66) is used for according to the clause information and the corresponding alarm of service order example and the single example of described worker described service order example and the single example of described worker being carried out processed;
Newspaper is completed unit (67), is used for newspaper and completes service opening process.
11, the management system in the service opening process as claimed in claim 10 is characterized in that, the described service order masterplate that presets and worker's single mode version comprise a clause at least; A service order masterplate comprises worker's single mode version at least, and described each clause comprises parameter, parameter objectives value, at least one information of compensation breaks rules.
12, the management system in the service opening process as claimed in claim 10 is characterized in that, the action message of taking when the described service order masterplate that presets and worker's single mode version also comprise warning value and alarm takes place.
13, the management system in the service opening process as claimed in claim 10 is characterized in that, described service order masterplate and example and worker's single mode version and example are by the clause quantity that comprises and/or the different different brackets that are divided into of clause content.
14, the management system in the service opening process as claimed in claim 10, it is characterized in that, introduce weight properties in worker's single mode version after described service order masterplate and example and service order masterplate and example decompose and the example, this attribute is used for representing the importance of the execution of worker's list at the service order, and the span of weight can set in advance.
15, the management system in the service opening process as claimed in claim 10, it is characterized in that, described service order instantiation unit (62) is according to the quantification priority of one in clause quantity, clause content, warning value and the weight in the service order example or this service order example of multinomial calculating, and according to this priority described service order example sorted.
16, the management system in the service opening process as claimed in claim 10, it is characterized in that, described worker's single-instancing unit (64) calculates the quantification priority of the single example of this worker according to the priority of one in clause quantity, clause content, warning value and the weight in the single example of worker or multinomial and described service order, and according to this priority to the single example ordering of described worker.
17, the management system in the service opening process as claimed in claim 10, it is characterized in that, described processed unit (66) sorts to described service order example and the single example of described worker according to the quantification priority that recomputates according to clause information in service order example and the single example of described worker and the corresponding quantification priority that recomputates described service order example and the single example of described worker of alarming.
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| CN2007101182488A CN101340487B (en) | 2007-07-03 | 2007-07-03 | Management method and system in service opening process |
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| CN2007101182488A CN101340487B (en) | 2007-07-03 | 2007-07-03 | Management method and system in service opening process |
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| CN101340487B CN101340487B (en) | 2011-05-11 |
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| CN2007101182488A Expired - Fee Related CN101340487B (en) | 2007-07-03 | 2007-07-03 | Management method and system in service opening process |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102333002A (en) * | 2011-11-04 | 2012-01-25 | 迈普通信技术股份有限公司 | Method and device for sorting alarms |
| CN104660442A (en) * | 2013-11-25 | 2015-05-27 | 中国移动通信集团福建有限公司 | Service provisioning method and system based on MongoDB |
| CN105429782A (en) * | 2015-10-29 | 2016-03-23 | 国家电网公司 | Communication service automation auxiliary provisioning method based on SG-TMS platform |
| CN112070478A (en) * | 2020-09-04 | 2020-12-11 | 北京明略昭辉科技有限公司 | Work order automatic docking method and docking system |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| TWI494874B (en) * | 2012-12-27 | 2015-08-01 | Chunghwa Telecom Co Ltd | Method and system of flow control and shunt for service supply |
Family Cites Families (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| GB0326944D0 (en) * | 2003-11-19 | 2003-12-24 | Nokia Corp | A method for service management in communications system |
| CN1691031A (en) * | 2004-04-30 | 2005-11-02 | 华为技术有限公司 | Business status monitoring method |
| CN100481834C (en) * | 2004-10-12 | 2009-04-22 | 广东省电信有限公司科学技术研究院 | Complex service open system for mobile communication and realizing method thereof |
| CN100579256C (en) * | 2006-11-03 | 2010-01-06 | 北京直真节点技术开发有限公司 | Central open platform system |
| CN1975771A (en) * | 2006-12-20 | 2007-06-06 | 华为技术有限公司 | System and method for realizing order dispatch based on priority level |
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2007
- 2007-07-03 CN CN2007101182488A patent/CN101340487B/en not_active Expired - Fee Related
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102333002A (en) * | 2011-11-04 | 2012-01-25 | 迈普通信技术股份有限公司 | Method and device for sorting alarms |
| CN104660442A (en) * | 2013-11-25 | 2015-05-27 | 中国移动通信集团福建有限公司 | Service provisioning method and system based on MongoDB |
| CN105429782A (en) * | 2015-10-29 | 2016-03-23 | 国家电网公司 | Communication service automation auxiliary provisioning method based on SG-TMS platform |
| CN105429782B (en) * | 2015-10-29 | 2018-07-24 | 国家电网公司 | A kind of communication service automation auxiliary activating method based on SG-TMS platforms |
| CN112070478A (en) * | 2020-09-04 | 2020-12-11 | 北京明略昭辉科技有限公司 | Work order automatic docking method and docking system |
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| Publication number | Publication date |
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| CN101340487B (en) | 2011-05-11 |
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