CN114897279A - Intelligent investigation and dispatching method - Google Patents
Intelligent investigation and dispatching method Download PDFInfo
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- CN114897279A CN114897279A CN202111499095.2A CN202111499095A CN114897279A CN 114897279 A CN114897279 A CN 114897279A CN 202111499095 A CN202111499095 A CN 202111499095A CN 114897279 A CN114897279 A CN 114897279A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- 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
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
- G06F17/10—Complex mathematical operations
- G06F17/16—Matrix or vector computation, e.g. matrix-matrix or matrix-vector multiplication, matrix factorization
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- 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
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- 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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- G06Q10/10—Office automation; Time management
- G06Q10/103—Workflow collaboration or project management
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
- Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
- Y04S10/00—Systems supporting electrical power generation, transmission or distribution
- Y04S10/50—Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications
Abstract
The invention discloses an intelligent investigation dispatching method, and relates to the field of investigation dispatching. At present, the traditional business expansion efficiency is low. The invention divides the scoring problem into a target layer, a criterion layer and a scheme layer; quantizing the importance levels A, B, C, constructing a matrix for the criterion layer; multiplying the ranking weight of the scheme layer to the target layer by the score of the corresponding scheme to obtain the total score of the customer manager; sorting the total score pairs from big to small in sequence; dispatching personnel for the work orders according to the score sorting result; and if the scores of the multiple persons are the same and are parallel to the first, selecting the staff to be dispatched according to the sequence from large to small of the weights of the e-assistant for handling electricity, the skill evaluation, the service capability and the work order audit calculated by the analytic hierarchy process. According to the technical scheme, the dispatching personnel are sequenced according to factors influencing the processing efficiency of the dispatching work order; dispatching the dispatching work order to the dispatching personnel according to the sequence of the dispatching personnel; the manual dispatching time and workload are reduced, and the accuracy and adaptability are improved.
Description
Technical Field
The invention relates to the field of investigation and dispatching, in particular to an intelligent investigation and dispatching method.
Background
In the traditional business expansion and installation process, a business dispatch is manually specified, and a customer manager often calls the customer confirmation time and the modification time after receiving the dispatch. The business process is not intelligent, is not beneficial to business trace retention, has no process basis, and forms certain resistance to closed loop and control of business expansion installation process. A method for automatically constructing a work order system for dispatching work is urgently needed, the manual dispatching time and workload are reduced, and the accuracy and adaptability are improved.
Disclosure of Invention
The technical problem to be solved and the technical task to be solved by the invention are to perfect and improve the prior technical scheme and provide an intelligent investigation dispatching method so as to achieve the purposes of reducing manual dispatching time and workload and improving accuracy and adaptability. Therefore, the invention adopts the following technical scheme.
An intelligent investigation and dispatching method is characterized by comprising the following steps:
1) establishing a customer manager basic information database; the data information of the basic information database comprises region information, dispatching team group information, work order types, types governed by a customer manager, working states of the customer manager and the like; the region information comprises province, city, district and street region information; the dispatching team group information comprises departments and team groups; the work order types include high pressure, low pressure, temporary; the types managed by the client manager comprise a large client, a high-voltage exclusive client, a low-voltage exclusive client and a common client; the working state of the customer manager comprises the work order quantity condition;
2) acquiring dispatching personnel matched with the survey site situation description information, namely a customer manager; searching a worker dispatcher with a capability keyword matched with the keyword of the investigation place condition from a worker dispatcher database according to the keyword in the investigation place description information, wherein the capability keyword is used for describing the investigation capability of the worker dispatcher;
3) based on factors influencing the processing efficiency of the work order required to be surveyed and dispatched, scoring the customer manager by utilizing an analytic hierarchy process;
301) establishing a scoring system index of a customer manager;
302) constructing a hierarchical structure;
dividing the scoring problem into 3 layers, wherein the top layer is a target layer, namely the scoring of a customer manager; the middle layer is a criterion layer, the dimension is a criterion layer and comprises 4 sub-dimensions, and the 4 sub-dimensions are respectively an e-assistant for handling electricity, skill evaluation, service capability and work order assessment; the lowest layer is a scheme layer, and indexes are used as the scheme layer;
303) constructing a consistent paired comparison matrix;
quantizing the importance level A, B, C into 9, 7 and 5, and constructing a matrix for the criterion layer;
304) sorting the hierarchical lists and checking consistency; considering the consistent paired comparison matrix to be acceptable, otherwise, correcting the corresponding paired comparison matrix;
305) performing hierarchical total sorting and consistency check, and obtaining the sorting weight of each scheme in the bottommost layer to the target;
306) calculating the total score of the customer manager;
obtaining the total score of the customer manager by multiplying the ranking weight of the scheme layer to the target layer obtained by 305) by the score of the corresponding scheme;
307) sorting the total score pairs from big to small in sequence;
4) dispatching personnel for the work order according to the score sorting result in the step 3); dispatching the work orders to the dispatching personnel with the first scores according to the score sorting results in the step 3), and if the scores of multiple persons are the same and are parallel to the first, selecting the dispatching personnel in the order from large to small according to the weights of the e-assistant for handling electricity, the skill evaluation, the service capability and the work order audit calculated by the analytic hierarchy process in the step 3);
5) the background synchronously pushes a message to remind the client and a client manager that the work is dispatched; according to the result of the fourth step, the system background synchronously pushes a message to remind the client and the client manager that the work is dispatched;
6) reserving and modifying the site investigation time; after receiving the dispatched information, the client can reserve the on-site survey time with the client manager, and if the survey time needs to be modified after the reservation is successful, the client manager is informed to adjust the survey time.
The technical scheme includes that a to-be-processed required dispatching work order is generated according to power consumption requirements of customers, and dispatching workers matched with power consumption requirement information are obtained through exploration capacity; the dispatching personnel are sequenced according to factors influencing the processing efficiency of the dispatching work order; and dispatching the dispatching work order to the dispatching personnel according to the sequence of the dispatching personnel. The method is beneficial to reducing the manual dispatching time and workload and improving the accuracy and the adaptability. The technical scheme adopts a hierarchical structure, and is multi-level: comprises a target layer, a dimension layer and an index layer; multi-dimensional: the dimension layer is provided with a plurality of sub-dimensions, and each sub-dimension is provided with a plurality of indexes; the mutual association and the mutual restriction are as follows: the weight sum of the sub-dimensions is 1, and the weight sum of the indexes is also 1; this technical scheme can be applied to: and in the absence of quantitative data, A, B, C only represents scenes with importance levels, and the analytic hierarchy process can process fuzzy scoring problems with multiple levels, multiple dimensions, absence of quantitative data, and mutual correlation and restriction.
As a preferable technical means: in step 302), the e-service assistant includes the following indexes: the number of customer registration marks, the number of left marks and the standard degree of left marks; the skill evaluation comprises the following indexes: job level conditions, job title (skill level), year of work, academic history conditions; the service capability includes the following indexes: the service effect of the traffic and the comprehensive energy service in the same period; the work order assessment comprises the following indexes: the method comprises the steps of high-voltage electricity applying link expiration rate, low-voltage electricity applying link expiration rate, photovoltaic electricity applying link expiration rate, temporary electricity utilization link expiration rate, standby item link expiration rate, high-voltage electricity applying average duration, low-voltage electricity applying average duration, photovoltaic electricity applying average duration, temporary electricity utilization average duration, intention electricity connection reaching rate and ultra-short process ratio.
As a preferable technical means: in step 304), hierarchical single ordering means that the consistent pair-wise comparison matrix M corresponds to the maximum eigenvalue λ max And obtaining the ranking weight of the relative importance of the corresponding factor of the same level to the factor of the previous level after the normalization of the feature vector W.
The steps of the consistency check are as follows:
(i) calculating a consistency index CI
Where n refers to the dimension of the coherent pair-wise comparison matrix M.
(ii) Searching a corresponding average random consistency index RI; when n is more than 9, the variation of the average random consistency index is not large, so that the corresponding RI is 1.45;
(iii) calculating the consistency ratio CR
When CR < 0.1, the consistent pair-wise comparison matrix is considered acceptable, otherwise the corresponding pair-wise comparison matrix should be appropriately modified.
As a preferable technical means: in step 305), the total hierarchical ranking needs to get the ranking weight of each scheme in the bottom-most layer to the target. The total ranking weight is to synthesize the weights under the singleton criterion from bottom to top.
The overall ordered random consistency ratio of the solution layer to the target layer is
When CR < 0.1, the overall ranking result is considered to have more satisfactory consistency and the analysis result is accepted, wherein CI (i) is the consistency index of the scheme layer alignment layer, RI (i) is the average random consistency index of the scheme layer to the criterion layer, and W (W) 1 ,w 2 ,w 3 ,w 4 ) T The ranking weight of the criterion layer to the target layer.
Has the advantages that: according to the technical scheme, after a work order is initiated, according to a selected area, the affiliated local power unit and marketing team personnel of the power unit, comprehensive sequencing is performed according to the working condition of the current team personnel, the service matching condition, the service operation record and the like, the background intelligent selection personnel dispatch, the client synchronously receives the prompt that the client manager has dispatched, the client can make an appointment for the site investigation time, the client manager is informed if the appointment needs to be modified, and marks are automatically left, the background automatic selection of the dispatching personnel is achieved, the manual dispatching time and the workload are greatly shortened, the probability that the client manager capacity is not matched with the service in the dispatching process is reduced, the dispatching efficiency and the matching degree are remarkably improved, and the service quality effect is improved.
The technical scheme adopts an analytic hierarchy process, can be applied to scenes lacking quantitative data and A, B, C only representing importance levels, and solves the fuzzy scoring problems of multilevel, multidimensional, lacking quantitative data, correlation and mutual restriction; this scheme will be qualitative selects the staff's problem of dispatching, through quantizing into 9 with importance level A, B, C, 7, 5 construct into comparison matrix in pairs, turn into quantitative customer manager's the problem of grading, the customer manager that scores the highest is when choosing as the staff of dispatching, it is more objective to grade model multi-angle multidimension degree and appraise the customer manager, the full automatic calculation of backstage is and output customer manager is graded, high processing efficiency, the accuracy is good, be favorable to further reducing artifical time of dispatching and work load, and improve accuracy and adaptability.
Drawings
FIG. 1 is a flow chart of the present invention.
FIG. 2 is a hierarchical diagram of the present invention.
Detailed Description
The technical scheme of the invention is further explained in detail by combining the drawings in the specification.
As shown in fig. 1, the present invention comprises the steps of:
the first step is as follows: and establishing a basic information database of the customer manager. Adding data information such as region information (province, city, district and street region information), dispatching team group information (department and team group), work order types (high-voltage, low-voltage and temporary), types (large client, high-voltage exclusive, low-voltage exclusive, common and the like) governed by a client manager, working states (full work orders, few work orders and the like) of the client manager and the like in a dispatching scheduling system;
the second step is that: and acquiring dispatching personnel matched with the situation description information of the survey place, namely a customer manager. And searching dispatching personnel with capacity keywords matched with the keywords of the investigation place condition from a dispatching personnel database according to the keywords in the description information of the investigation place, wherein the capacity keywords are used for describing the investigation capacity of the dispatching personnel.
The third step: and grading the customer manager by utilizing an analytic hierarchy process according to factors influencing the processing efficiency of the work order of the required investigation. The method specifically comprises the following steps: 1) establishing a scoring system index of a customer manager, wherein the scoring indexes of part of the customer managers are as follows:
2) a hierarchical hierarchy is constructed.
The scoring problem is divided into 3 levels, the top level is a target level, namely the scoring of a customer manager, the middle level is a criterion level, the dimensions are used as the criterion level, 4 sub-dimensions are respectively used for e-helper handling, skill evaluation, service capability and work order assessment, the lowest level is a scheme level, the indexes are used as the scheme level, 26 sub-indexes are provided, the following graph is shown,
3) a consistent pair-wise comparison matrix is constructed.
The importance rating A, B, C is quantized to 9, 7, 5, and for the criteria layer, a matrix is constructed
Easy to verify
(i)m ij ＞0
(iii)m ij *m jk ＝m ik
The matrix M satisfies the condition of the identical pair comparison matrix and is the identical pair comparison matrix.
Similarly, for the scheme layer, a pair comparison matrix which is consistent with the electric e assistant, the skill evaluation, the service capability and the work order audit can be constructed respectively.
4) And (5) performing hierarchical single ordering and consistency checking.
Layered single rowThe order being that the consistent pairwise comparison matrix M corresponds to the maximum eigenvalue λ max And obtaining the ranking weight of the relative importance of the corresponding factor of the same level to the factor of the previous level after the normalization of the feature vector W.
The steps of the consistency check are as follows:
(i) calculating a consistency index CI
Where n refers to the dimension of the coherent pair-wise comparison matrix M.
(ii) And searching the corresponding average random consistency index RI. The RI values are given for n 1
Saaty et al compared the correctness of the results judged by people on various scales by using an experimental method, and the experimental results show that 1-9 scales are most suitable. When n is greater than 9, the variation of the average random consistency index is not large, and the corresponding RI is not 1.45
(iii) Calculating the consistency ratio CR
When CR < 0.1, the consistent pair-wise comparison matrix is considered acceptable, otherwise the corresponding pair-wise comparison matrix should be appropriately modified.
5) And (5) carrying out overall hierarchical ordering and consistency check.
The total hierarchical ranking is to obtain the ranking weight of each scheme in the lowest layer to the target. The total ranking weight is to synthesize the weights under the singleton criterion from bottom to top.
The overall ordered random consistency ratio of the solution layer to the target layer is
When CR < 0.1, the overall ranking result is considered to have more satisfactory consistency and the analysis result is accepted, wherein CI (i) is the consistency index of the scheme layer alignment layer, RI (i) is the average random consistency index of the scheme layer to the criterion layer, and W (W) 1 ,w 2 ,w 3 ,w 4 ) T The ranking weight of the criterion layer to the target layer.
6) A total score is calculated.
And multiplying the ranking weight of the scheme layer to the target layer obtained in the step 5) by the score of the corresponding scheme to obtain the total score of the customer manager.
7) The total score pairs are sorted in order from large to small.
The fourth step: and thirdly, dispatching personnel on the work orders according to the score sorting result of the third step. And dispatching the work orders to the dispatching personnel with the first score according to the score sorting result of the step three, and if the scores of multiple persons are the same and are parallel to the first score, selecting the dispatching personnel according to the sequence from large to small of the weights of the e-assistant for handling electricity, the skill evaluation, the service capability and the work order audit calculated by the analytic hierarchy process of the step three.
The fifth step: the background synchronous push message alerts the client and the client manager that the work has been dispatched. And according to the result of the fourth step, the system background synchronously pushes a message to remind the client and the client manager that the work is dispatched.
And a sixth step: reserving and modifying the on-site survey time. After receiving the dispatched information, the client can reserve the on-site survey time with the client manager, and if the survey time needs to be modified after the reservation is successful, the client manager can be informed to adjust the survey time.
The above-mentioned intelligent survey dispatching method is a specific embodiment of the present invention, which has embodied the substantial features and progress of the present invention, and can be modified equivalently according to the practical use requirements and under the teaching of the present invention, and is within the protection scope of the present invention.
Claims (4)
1. An intelligent investigation and dispatching method is characterized by comprising the following steps:
1) establishing a customer manager basic information database; the data information of the basic information database comprises region information, dispatching team group information, work order types, types governed by a customer manager, working states of the customer manager and the like; the region information comprises province, city, district and street region information; the dispatching team group information comprises departments and team groups; the work order types include high pressure, low pressure, temporary; the types managed by the client manager comprise a large client, a high-voltage exclusive client, a low-voltage exclusive client and a common client; the working state of the customer manager comprises the work order quantity condition;
2) acquiring dispatching personnel matched with the survey site situation description information, namely a customer manager; searching a worker dispatcher with a capability keyword matched with the keyword of the investigation place condition from a worker dispatcher database according to the keyword in the investigation place description information, wherein the capability keyword is used for describing the investigation capability of the worker dispatcher;
3) based on factors influencing the processing efficiency of the work order required to be surveyed and dispatched, scoring the customer manager by utilizing an analytic hierarchy process;
301) establishing a scoring system index of a customer manager;
302) constructing a hierarchical structure;
dividing the scoring problem into 3 layers, wherein the top layer is a target layer, namely the scoring of a customer manager; the middle layer is a criterion layer, the dimension is a criterion layer and comprises 4 sub-dimensions, and the 4 sub-dimensions are respectively an e-assistant for handling electricity, skill evaluation, service capability and work order assessment; the lowest layer is a scheme layer, and indexes are used as the scheme layer;
303) constructing a consistent paired comparison matrix;
quantizing the importance level A, B, C into 9, 7 and 5, and constructing a matrix for the criterion layer;
304) sorting the hierarchical lists and checking consistency; considering the consistent paired comparison matrix to be acceptable, otherwise, correcting the corresponding paired comparison matrix;
305) performing hierarchical total sorting and consistency check, and obtaining the sorting weight of each scheme in the bottommost layer to the target;
306) calculating the total score of the customer manager;
obtaining the total score of the customer manager by multiplying the ranking weight of the scheme layer to the target layer obtained by 305) by the score of the corresponding scheme;
307) sequencing the total score pairs from big to small;
4) dispatching personnel for the work order according to the score sorting result in the step 3); dispatching the work orders to the dispatching personnel with the first scores according to the score sorting results in the step 3), and if the scores of multiple persons are the same and are parallel to the first, selecting the dispatching personnel according to the sequence from large to small of the weights of the e-assistant for handling electricity, the skill evaluation, the service capability and the work order audit calculated by the analytic hierarchy process in the step three;
5) the background synchronously pushes a message to remind the client and a client manager that the work is dispatched; according to the result of the step 4), the system background synchronously pushes a message to remind the client and the client manager that the work is dispatched;
6) reserving and modifying the site survey time; after receiving the dispatched information, the client can reserve the on-site survey time with the client manager, and if the survey time needs to be modified after the reservation is successful, the client manager is informed to adjust the survey time.
2. The intelligent survey dispatching method of claim 1, wherein: in step 302), the e-call assistant includes the following indexes: the number of customer registration marks, the number of left marks and the standard degree of left marks; the skill evaluation comprises the following indexes: job level conditions, job title (skill level), year of work, academic history conditions; the service capability includes the following indexes: the service effect of the traffic and the comprehensive energy service in the same period; the work order assessment comprises the following indexes: the method comprises the steps of high-voltage electricity applying link expiration rate, low-voltage electricity applying link expiration rate, photovoltaic electricity applying link expiration rate, temporary electricity utilization link expiration rate, standby item link expiration rate, high-voltage electricity applying average duration, low-voltage electricity applying average duration, photovoltaic electricity applying average duration, temporary electricity utilization average duration, intention electricity connection reaching rate and ultra-short process ratio.
3. The intelligent survey dispatching method of claim 2, wherein: in step 304), hierarchical single ordering means that the consistent pair-wise comparison matrix M corresponds to the maximum eigenvalue λ max And obtaining the ranking weight of the relative importance of the corresponding factor of the same level to the factor of the previous level after the normalization of the feature vector W.
The steps of the consistency check are as follows:
(i) calculating a consistency index CI
Where n refers to the dimension of the coherent pair-wise comparison matrix M.
(ii) Searching corresponding average random consistency index RI; when n is more than 9, the variation of the average random consistency index is not large, so that the corresponding RI is 1.45;
(iii) calculating the consistency ratio CR
When CR < 0.1, the consistent pair-wise comparison matrix is considered acceptable, otherwise the corresponding pair-wise comparison matrix should be appropriately modified.
4. The intelligent survey dispatching method of claim 3, wherein: in step 305), the total hierarchical ranking needs to get the ranking weight of each scheme in the bottom-most layer to the target. The total ranking weight is to synthesize the weights under the singleton criterion from bottom to top.
The overall ordered random consistency ratio of the solution layer to the target layer is
When CR is less than 0.1Then, considering the overall ranking result of the hierarchy to have a more satisfactory consistency and receiving the analysis result, wherein ci (i) is the consistency index of the scheme layer alignment layer, ri (i) is the average random consistency index of the scheme layer to the criterion layer, and W (W) is 1 ,w 2 ,w 3 ,w 4 ) T The ranking weight of the criterion layer to the target layer.
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