CN109657955A - The management method that work order is distributed and evaluated - Google Patents
The management method that work order is distributed and evaluated Download PDFInfo
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- CN109657955A CN109657955A CN201811505794.1A CN201811505794A CN109657955A CN 109657955 A CN109657955 A CN 109657955A CN 201811505794 A CN201811505794 A CN 201811505794A CN 109657955 A CN109657955 A CN 109657955A
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- 238000007726 management method Methods 0.000 title claims abstract description 19
- 238000011156 evaluation Methods 0.000 claims abstract description 49
- 230000007246 mechanism Effects 0.000 claims abstract description 12
- 238000000034 method Methods 0.000 claims description 16
- 238000012545 processing Methods 0.000 claims description 7
- 238000012216 screening Methods 0.000 claims description 5
- 230000008569 process Effects 0.000 claims description 3
- 238000012163 sequencing technique Methods 0.000 claims description 3
- 238000005516 engineering process Methods 0.000 description 2
- 238000005457 optimization Methods 0.000 description 2
- 235000021167 banquet Nutrition 0.000 description 1
- 230000008901 benefit Effects 0.000 description 1
- 238000004891 communication Methods 0.000 description 1
- 230000007423 decrease Effects 0.000 description 1
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- 238000010586 diagram Methods 0.000 description 1
- 239000006185 dispersion Substances 0.000 description 1
- 238000013210 evaluation model Methods 0.000 description 1
- 238000012854 evaluation process Methods 0.000 description 1
- 238000009472 formulation Methods 0.000 description 1
- 238000007689 inspection Methods 0.000 description 1
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- G—PHYSICS
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06395—Quality analysis or management
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- G06—COMPUTING; CALCULATING OR COUNTING
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- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
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Abstract
The present invention relates to electric system work order services to distribute technical field, is a kind of management method that work order is distributed and evaluated, including the first step, establishes information on services managing and control system；Second step, user send service request to information on services managing and control system；Third step sends work order with charge free according to the region where user, and the 4th step carries out overall merit to the service level of attendant to each service initialization service evaluation mechanism.The present invention had work order that cannot timely respond in the past by establishing service work order time management mechanism, solution, handled the larger problem of time difference required for same class work order.By establishing white list, the offer of emphasis users service needs is timely responded to, previous emphasis QoS of customer situation not in place is solved.By the evaluation mechanism to attendant, effectively improve same day work order finish rate, repeat work order rate, work order average completion time, be the digitized support foundation of promotion of team and individual personnel's service ability.
Description
Technical field
The present invention relates to electric system work order services to distribute technical field, is a kind of manager that work order is distributed and evaluated
Method.
Background technique
Current worksheet mode is: when power consumer has demand, to the clothes arranged before by way of phone
Business platform makes a phone call to inform, helpdesk employee makes a phone call to inform that user needs to the technical staff for the service that is capable of providing by phone
It asks, technical staff to scene carries out technological service, to be serviced to inform that the information desk work order completes service after the completion with telephony modalities.
As portfolio increases, helpdesk service personnel amount is insufficient, user occurs directly with on-site service personnel's telephonic communication, occurs
Service phenomenon out of control.
Evaluation model under information system can then give full play to the advantage of information technology, especially programming count calculate and
Efficient information circulation, this execution just for comprehensive and scientific employee's overall evaluation system provide feasible tool condition.But
It is the work of existing customer service only with fixed-line telephone is unique customer service entrance, ununified client service platform,
In the presence of whole dispersions of attending a banquet, information delay, islanding problem are serious.
Summary of the invention
The management method for distributing and evaluating the present invention provides a kind of work order, overcomes the defects of the prior art,
It can effectively solve existing work order and distribute confusion, manual service cannot directly receive user feedback, and appearance is in poor service, instead
The problem of feedforward information seriously lags.
The technical scheme is that realized by following measures: the management method that the work order is distributed and evaluated, packet
Include following steps:
The first step, establish distribute for work order, the information on services managing and control system of workform management and work order service evaluation；
Second step, user send service request to information on services managing and control system；
Third step sends work order with charge free according to the region where user, and sending work order with charge free includes following procedure:
(1) the top-tier customer list filtered out is sent in white list and stores by pre-set user screening conditions；
(2) judge whether user is located in white list, if so, executing (3)；If it is not, then executing (4)；
(3) work order is dispatched into specific responsibility attendant, attendant handles work order by specific responsibility；
(4) time sequencing of service request is sent according to user, information on services managing and control system is checked whether to exist and be sat in idle
The attendant of seat, and if it exists, then distribute work order at random to being at the attendant of idle seating, by the service of idle seating
Personnel handle work order；The work order is then automatically dispatched into currently wait locate by the attendant of idle seating if it does not exist
At the least attendant of science and engineering list；
4th step carries out integrated service evaluation, clothes to the service level of attendant to each service initialization service evaluation mechanism
Business evaluation procedure is as follows:
(1) service work order time management mechanism, standard time range needed for setting processing same class work order are established；
(2) judge that attendant requests whether the time of processing same class work order meets standard time range to user service, if
It is unsatisfactory for, then information on services managing and control system sends different alarm prompts to attendant's table according to the timeout period of setting
Face；If satisfied, then recording the deadline of attendant.
Here is the further optimization and/or improvements to invention technology described above scheme:
The setting procedure of above-mentioned service evaluation is as follows:
(1) institutional framework and personnel are created；
(2) evaluation table content is set；
(3) evaluation relation is configured；
(4) user, which fills in, evaluates and feeds back to information on services managing and control system；
(5) evaluation result is checked.
The setting procedure of above-mentioned service evaluation further includes sending the process that service evaluation links, automatically prompting user to user
It gives a mark to this service evaluation.
The present invention had work order that cannot timely respond in the past by establishing service work order time management mechanism, solution, and processing is same
The larger problem of time difference required for a kind of work order.By establishing white list, the offer of emphasis users service needs is timely responded to,
The case where it is not in place to solve previous emphasis QoS of customer, services not in time.By the evaluation mechanism to attendant, effectively
Improve same day work order finish rate, repeat work order rate, work order average completion time, be the promotion of team and individual personnel's service ability
Digitized support foundation.The present invention carries out fellow peers' evaluation according to the service ability of all service units, counts by big data,
Realize that anticipation service quality dynamic trend, timely adjustresources effectively improve overall quality of service.
Detailed description of the invention
Attached drawing 1 is main flow schematic diagram of the invention.
Attached drawing 2 is the flow chart that work order of the invention distributes.
Attached drawing 3 is the evaluation rubric figure of attendant of the invention.
Attached drawing 4 is service evaluation setting procedure figure of the present invention.
Specific embodiment
The present invention is not limited by the following examples, can determine according to the technique and scheme of the present invention with actual conditions specific
Embodiment.
Below with reference to examples and drawings, the invention will be further described:
As shown in attached drawing 1,2, a kind of management method that work order is distributed and evaluated, comprising the following steps:
The first step, establish distribute for work order, the information on services managing and control system of workform management and work order service evaluation；
Second step, user send service request to information on services managing and control system；
Third step sends work order with charge free according to the region where user, and sending work order with charge free includes following procedure:
(1) the top-tier customer list filtered out is sent in white list and stores by pre-set user screening conditions；
(2) judge whether user is located in white list, if so, executing (3)；If it is not, then executing (4)；
(3) work order is dispatched into specific responsibility attendant, attendant handles work order by specific responsibility；
(4) time sequencing of service request is sent according to user, information on services managing and control system is checked whether to exist and be sat in idle
The attendant of seat, and if it exists, then distribute work order at random to being at the attendant of idle seating, by the service of idle seating
Personnel handle work order；The work order is then automatically dispatched into currently wait locate by the attendant of idle seating if it does not exist
At the least attendant of science and engineering list；
Above-mentioned pre-set user screening conditions can be specifically arranged by the credit rating and consumption of user, can be according to reality
The credibility of each different coverages in border client of interest is configured different screening conditions.Above-mentioned setting white list
Effect is: in each different coverages, has emphasis service user, these users is added in system white list, and
The best specific responsibility attendant of local service is added in the sequence of white list.When emphasis user proposes service response, it is
System automatically can send local service best person place for this service.Emphasis users service needs are provided and are rung in time
It answers, more quality services is provided；The case where it is not in place to solve previous emphasis QoS of customer, services not in time.
4th step carries out integrated service to the service level of attendant and comments to each service initialization service evaluation mechanism
Valence, service evaluation process are as follows:
(1) service work order time management mechanism, standard time range needed for setting processing same class work order are established；
The main purpose of above-mentioned setting work order time management mechanism is: sending a request to attendant from user and receives the work
It is single, work order can be made to be responded with most fast speed, solving existing work order cannot be corresponding in time, handles same class work order
The problem of required time differs greatly.
(2) judge that attendant requests whether the time of processing same class work order meets standard time model to user service
Enclose, if not satisfied, then information on services managing and control system according to the timeout period of setting send different alarm prompts to service
Personnel's desktop；If satisfied, then recording the deadline of attendant.
Above-mentioned timeout period can be arranged according to the particular problem of the practical user solved of attendant, be asked according to solution
The complexity of topic may be configured as the different periods such as time-out 3 minutes, 5 minutes, 10 minutes, 15 minutes, 20 minutes, service letter respectively
Breath managing and control system sends different alarm prompts to attendant respectively.
Can according to actual needs, the management method that above-mentioned work order is distributed and evaluated makes further optimization and/or improvements:
As shown in Fig. 4, the setting procedure of above-mentioned service evaluation is as follows:
(1) institutional framework and personnel are created；
(2) evaluation table content is set；
(3) evaluation relation is configured；
(4) user, which fills in, evaluates and feeds back to information on services managing and control system；
(5) evaluation result is checked.
Above-mentioned creation institutional framework and personnel are to build the member role in system organization framework and organizational structure and close
System.
Above-mentioned setting evaluation table content can be configured according to the different faults that attendant solves, and configure evaluation relation
The different scoring item of setting and corresponding opinion rating score value, for selection by the user, user can also independently fill in in evaluation table
Hold different evaluation opinions, is eventually sent to information on services managing and control system and is managed evaluation.
The client of above-mentioned information on services managing and control system is developed based on wechat client platform, and user only needs
The public platform that formulation is paid close attention in wechat, when there is demand for services, user only needs to send request in wechat, and system can be certainly
It is dynamic to send attendant with charge free, and send attendant information at user.
According to the actual situation, administrative staff can pass through information on services managing and control system real time inspection statistical appraisal result.
As shown in Fig. 4, the setting procedure of service evaluation further includes sending the process that service evaluation links to user, automatically
User is reminded to give a mark this service evaluation.
Above-mentioned sends the mode that service evaluation links to user, can be used and pushes to user in a manner of wechat public platform
Or pushed in a manner of short message to user, after user receives evaluation link, it can directly fill in evaluation result.It does not need to record
Enter any personal information, submits evaluation.Evaluation result is fed back to information on services managing and control system by user, to realize to attendant
Comprehensive examination and evaluation.
The above technical features constitute embodiments of the present invention, can basis with stronger adaptability and implementation result
Actual needs increases and decreases non-essential technical characteristic, to meet the needs of different situations.
Claims (3)
1. the management method that a kind of work order is distributed and evaluated, it is characterised in that the following steps are included:
The first step, establish distribute for work order, the information on services managing and control system of workform management and work order service evaluation；
Second step, user send service request to information on services managing and control system；
Third step sends work order with charge free according to the region where user, and sending work order with charge free includes following procedure:
(1) the top-tier customer list filtered out is sent in white list and stores by pre-set user screening conditions；
(2) judge whether user is located in white list, if so, executing (3)；If it is not, then executing (4)；
(3) work order is dispatched into specific responsibility attendant, attendant handles work order by specific responsibility；
(4) time sequencing of service request is sent according to user, information on services managing and control system is checked whether to exist and be sat in idle
The attendant of seat, and if it exists, then distribute work order at random to being at the attendant of idle seating, by the service of idle seating
Personnel handle work order；The work order is then automatically dispatched into currently wait locate by the attendant of idle seating if it does not exist
At the least attendant of science and engineering list；
4th step carries out integrated service evaluation, clothes to the service level of attendant to each service initialization service evaluation mechanism
Business evaluation procedure is as follows:
(1) service work order time management mechanism, standard time range needed for setting processing same class work order are established；
(2) judge that attendant requests whether the time of processing same class work order meets standard time range to user service, if
It is unsatisfactory for, then information on services managing and control system sends different alarm prompts to attendant's table according to the timeout period of setting
Face；If satisfied, then recording the deadline of attendant.
2. the management method that work order according to claim 1 is distributed and evaluated, it is characterised in that the setting stream of service evaluation
Journey is as follows:
(1) institutional framework and personnel are created；
(2) evaluation table content is set；
(3) evaluation relation is configured；
(4) user, which fills in, evaluates and feeds back to information on services managing and control system；
(5) evaluation result is checked.
3. the management method that work order according to claim 2 is distributed and evaluated, it is characterised in that the setting stream of service evaluation
Journey further includes that the process that service evaluation links is sent to user, and automatically prompting user gives a mark to this service evaluation.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201811505794.1A CN109657955A (en) | 2018-12-10 | 2018-12-10 | The management method that work order is distributed and evaluated |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201811505794.1A CN109657955A (en) | 2018-12-10 | 2018-12-10 | The management method that work order is distributed and evaluated |
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| CN109657955A true CN109657955A (en) | 2019-04-19 |
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Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111200691A (en) * | 2019-12-31 | 2020-05-26 | 北京平治东方科技股份有限公司 | Intelligent telephone marketing management system and method |
| CN112288226A (en) * | 2020-09-25 | 2021-01-29 | 五八到家有限公司 | Service processing method, device and system |
| CN113592106A (en) * | 2021-07-07 | 2021-11-02 | 杭州智果科技有限公司 | Work order service system |
| CN113610587A (en) * | 2020-12-17 | 2021-11-05 | 江苏锁安科技有限公司 | Distribution method and device of intelligent household order service platform |
| CN114676855A (en) * | 2020-12-10 | 2022-06-28 | 中国移动通信集团四川有限公司 | Work order filing processing method and device and electronic equipment |
| CN115062970A (en) * | 2022-06-15 | 2022-09-16 | 广东电网有限责任公司广州供电局 | Work order pushing system based on internet intelligent pushing |
| CN116777148A (en) * | 2023-05-31 | 2023-09-19 | 江苏瑞德信息产业有限公司 | Intelligent distribution processing system for service work orders based on data analysis |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN111200691A (en) * | 2019-12-31 | 2020-05-26 | 北京平治东方科技股份有限公司 | Intelligent telephone marketing management system and method |
| CN112288226A (en) * | 2020-09-25 | 2021-01-29 | 五八到家有限公司 | Service processing method, device and system |
| CN114676855A (en) * | 2020-12-10 | 2022-06-28 | 中国移动通信集团四川有限公司 | Work order filing processing method and device and electronic equipment |
| CN114676855B (en) * | 2020-12-10 | 2023-04-28 | 中国移动通信集团四川有限公司 | Work order archiving processing method and device and electronic equipment |
| CN113610587A (en) * | 2020-12-17 | 2021-11-05 | 江苏锁安科技有限公司 | Distribution method and device of intelligent household order service platform |
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| CN113592106A (en) * | 2021-07-07 | 2021-11-02 | 杭州智果科技有限公司 | Work order service system |
| CN113592106B (en) * | 2021-07-07 | 2023-12-19 | 杭州智果科技有限公司 | Work order service system |
| CN115062970A (en) * | 2022-06-15 | 2022-09-16 | 广东电网有限责任公司广州供电局 | Work order pushing system based on internet intelligent pushing |
| CN116777148A (en) * | 2023-05-31 | 2023-09-19 | 江苏瑞德信息产业有限公司 | Intelligent distribution processing system for service work orders based on data analysis |
| CN116777148B (en) * | 2023-05-31 | 2023-12-05 | 江苏瑞德信息产业有限公司 | Intelligent distribution processing system for service work orders based on data analysis |
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Application publication date: 20190419 |