JP2002117226A - Device, system and method for processing centralized job - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an appropriate deficiency management function in a workflow system. SOLUTION: A job flow system 20 composed of the workflow system has a business process function. Case specific information is made to flow to a job process instead of the demand case information of a processing object. The demand case information is stored in a job support database 24 provided outside of the system 20. When deficiency in the demand case information is found out in the halfway processing of the job process function, the deficiency is notified to a base, and demand case information subjected to deficiency solution, sent from the base is stored in the database 24 located outside the workflow system. The information subjected to deficiency solution can be used instead of the original demand case information, and deficiency case processing can be resumed halfway.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a centralized business processing apparatus used for a company having a contractual relationship with a large number of customers and for processing business procedures such as contract change. The invention is typically used in life insurance business processes.

[0002]

2. Description of the Related Art Life insurance contracts have the characteristic that they last for a long period corresponding to the life cycle of a customer. During this long-term contract, various procedures relating to payment, contract modification, and the like occur. Procedures under such a contract are called maintenance procedures.

[0003] Life insurance companies have a large number of customers,
Large life insurance companies have millions to 10 millions of contracts. It is necessary to process requests for various maintenance procedures arising from such a large number of contracts reliably and efficiently.

In an example of a conventional maintenance procedure business system,
Branches as business processing bases are distributed throughout the country. Regional offices are located above regional offices, and national offices are headquartered. Although these branch offices, branch offices, and head offices share information using a distributed client-server type online system, documents of the procedure request matter are forwarded and processed on a logistics basis.

[0005] Specifically, customer billing documents are received at a branch. The branch has authority to handle some maintenance procedures. The remaining maintenance procedure claims will be forwarded by logistics from branch to branch office. Branch offices have broader authority than branch offices but cannot process all documents. Therefore, some documents are processed at the branch office, and the remaining documents are sent to the head office. In addition, special and complicated cases are forwarded to the head office because the branch and branch offices cannot determine a reliable processing method.

At the head office, basically, all cases can be processed. However, some of the documents sent by logistics
Some documents are incomplete. In that case, the bill is forwarded from the head office to the branch office via the branch office. Then, the branch resolves the insufficiency of the document in response to the customer and forwards the document to the head office again.

[0007]

The above-mentioned conventional system employs a distributed system in which the processing capacity is partially given to the branch office and the branch office, while presuming the distribution of documents.
This distributed system shortens the lead time for some procedures. However, billing documents processed at the head office are time-consuming because the billing documents are transported by physical distribution. If any inadequate documents are found at the head office,
Document round-trip time between branches is required. It is desired that these processing times be reduced as much as possible.

[0008] Further, in a system premised on the distribution of billed documents, every time a document is forwarded, it is necessary to confirm receipt / delivery and sort to a person in charge, and it is desired to reduce the handling work as much as possible.

[0009] Further, during the time lag due to the document distribution, there is a possibility that the master file of the contract is updated on the online information system side. Therefore, every time a document is received, it is necessary to input a punch into the online system to inquire about the contract contents. It is desirable to reduce such a work load.

[0010] In addition to eliminating disadvantages of document distribution, business processing systems are required to have high ability to respond to environmental changes. In consideration of the expansion of the recruitment channel and the future response of new financial products, it is desired to provide a system that can flexibly cope with not only the current business but also the addition or change of business processing.

Further, as described above, the insurance company carries out various security procedures for a large number of in-force policies. for that reason,
It is strongly desired to reduce the operation and maintenance costs per case, including eliminating the disadvantages of document distribution. This point is also desired in the trend of lower loading of new products.

Further, in the form of distributing work to branch offices and branch offices, there is a disadvantage that the burden of education on business staff arranged throughout the country is large and educational costs are large, and it is also required to eliminate such disadvantages.

In order to respond to such various requests,
It is conceivable to centralize business processing using data transmission technology. Claims are collected from a number of sites by a centralized business processing device by data transmission and are processed intensively.

A workflow system is known as a system for mechanically and efficiently performing business processes using a computer, and this workflow system may be applied to a maintenance procedure of a life insurance company. In this case, a business procedure process is defined in the workflow system. The data of the billing matter is input to the workflow system, the billing matter is processed in the workflow system along the business process, and the processing result is output from the workflow system.

However, if a conventional general workflow system is directly applied to business processing such as maintenance procedures for life insurance, as described below, an efficient response can be made when a defect is found in a document of a claim case or the like. Is not easy.

First, consider a system based on a conventional document distribution. Insufficiency of documents is various, such as omission of entry or difference between a used seal and a registered seal. If a document is found to be incomplete, it will be sent from the head office to the branch. The incompleteness of documents is resolved by the service of the branch and the customer. The completed documents are sent back to the head office. In the department where the defect was found, the processing of documents was resumed halfway.

In the case of the workflow system, a management number is assigned in the system regardless of the attribute of the billed case for the data of the billed case entered, and the workflow system converts the data of the billed case into binary data or the like. It is embraced inside the system without being aware of the data type in the form. For this reason, it is not possible to perform an operation of inputting the data of the billing matter into the middle part of the workflow system. Therefore, even if a defect in the billing matter is found, the data of the billing matter resent from the branch cannot be inserted in the workflow system.
Invoice data must be re-entered from the beginning of the workflow. This leads to duplication of paperwork.

There are also cases where a billing matter is composed of a plurality of documents (for example, a procedure application form and a seal certificate). In the workflow system, some data cannot be extracted or returned due to the above-described circumstances. Therefore, if a defect occurs in such a case, all data must be input to the workflow system again.

In order to meet the various requirements described above, it is conceivable to significantly modify the workflow system itself and design a special process in the system. However, if the workflow system itself can be used as it is, and if it can respond appropriately to inadequacies, the system can be simplified, and the flexibility of upgrading the workflow system, expanding functions, and changing the contents of business processes can be expected.

SUMMARY OF THE INVENTION The present invention has been made in view of the above problems, and an object of the present invention is to provide an apparatus for performing business processing using a workflow system, which can efficiently reduce defects found during the processing of a billing matter. It is an object of the present invention to provide a device that can respond appropriately and well.

[0021]

Means for Solving the Problems (1) The centralized business processing device of the present invention is used in a company or the like having a contract relationship with a large number of customers, and is a device for processing a bill for a business procedure. Equipped with a case information acquisition unit that acquires billing case information sent by communication from the base that accepts billing cases, and a business process function that specifies a series of processing of billing cases, and provides case identification information that identifies individual billing case information A business flow system for proceeding along with the business process function, a business support database provided in an outgoing format from the business flow system and storing billing case information to be processed, and case identification information flowing through the business process function Regarding the billing case information in the business support database corresponding to
A billing matter information processing means for performing a process defined by the business process function, and when an insufficiency of billing matter information is found in a process in the middle of the business process function, notifies the base to the insufficiency; A defect management unit that stores the claim case information sent from the base and whose defect has been resolved in the business support database, and enables the processing of the claim case information to be restarted in the middle of the business process function.

In the present invention, the business flow system (workflow system) is not provided with the billing case information itself, but with case specification information for specifying the billing case. The billing matter information is stored in a business support database provided in a format that goes out of the business flow system. The processing specified by the business process function is performed on this out-of-place type database. When a deficiency in the billing case information is found, the deficiency is notified to the base. When the incomplete claim case information is sent from the base, the incomplete claim case information is also stored in the business support database.

As described above, according to the present invention, the case specification information is flowed into the workflow system, and the billing case information to be processed is stored in the out-of-box business support database. Both the original billing case information and the billing case information after the deficiencies are resolved are stored in the business support database. After the deficiencies have been resolved, processing may be performed on the billed case information after the deficiencies are resolved, instead of the original billed case information. Therefore,
After the defect is resolved, the processing of the billing matter can be resumed halfway.

Preferably, the business process function includes:
An incomplete branching process portion is provided which branches off from the main line that defines processing of a billing matter for performing business procedures, defines processing relating to insufficiency, and returns to the main line. The case specification information for specifying the billing case information having a defect is sent to the defect branch process part. According to the present invention, it is possible to appropriately cope with a defect by applying the branch processing function of the workflow system.

Preferably, the business process function has a plurality of processing nodes corresponding to a series of processing of a bill. The deficient branch process portion includes a deficiency transmission node for notifying the base of the deficiency of the billing case, and a deficiency response wait arranged at a stage subsequent to the deficiency transmission node for waiting for the billing case information of the deficiency resolved from the base. Nodes.
According to the present invention, a node that defines a business process function of a workflow system has two appropriate roles for responding to a defect, that is, transmission of a defect and waiting for a response. As a result, it is possible to appropriately manage information on a defective billing matter.

Preferably, the deficiency management means notifies the base of deficiency of the billing matter corresponding to the case identification information that has reached the deficiency sending node. The business flow system forwards the case identification information after the defect notification from the defect transmission node to the defect response waiting node, and when the request case information with the defect solved is sent from the base, the case identification information of the defect response waiting node Further along the incomplete branching process part. According to the present invention, the case identification information is advanced on the workflow system side in response to the notification of the defect related to the base and the acquisition of the answer. As a result, the case identification information appropriately proceeds through the defective branch process.

Preferably, the centralized business processing system according to the present invention, corresponding to the incomplete transmission node and the incomplete response waiting node, includes an incomplete transmission work list transmission / reception box for holding case identification information arriving at those nodes, and an incomplete response waiting box. A worklist transmission / reception box, a defect transmission activity which is an application for automatically transmitting information of a defect corresponding to the case identification information put in the defect transmission worklist transmission / reception box to the defect management means, and the defect management means. This is an application that automatically determines that the claim case information that has been solved is received from the base, and adds information indicating that the defect is solved to the corresponding case identification information that is put in the work list transmission / reception box waiting for a defect response. Incomplete response waiting activity. According to the present invention, by using an appropriate interface called a worklist server, a workflow system and functions outside the workflow system can be appropriately linked.

Preferably, the business process function is provided with the same expectation matching node. When the billing matter found to be defective is one of a plurality of billing matters acquired for one customer and is a simultaneous processing matter to be processed concurrently with another billing matter, The case identification information is advanced to the expectation matching node. When the matter identification information is advanced to the same expectation matching node, the business flow system proceeds to the same expectation matching node of the corresponding business process function with the matter identification information of another related simultaneous processing matter, and then performs the matter identification. Advances information to the incomplete branch process portion. According to the present invention, defects of a plurality of cases can be simultaneously processed for one customer. The customer does not have to deal with the defect many times. The base can also collectively handle a plurality of defects for the same customer. Therefore, the trouble of the customer and the base can be reduced. Further, confusion can be prevented when there are a plurality of defective cases.

(2) The centralized business processing device according to one aspect of the present invention has a business process function including a processing node for defining a process for performing a business procedure, and stores case specifying information for specifying each billing case. A business flow system that proceeds along the business process, a business support database that is provided in an outgoing form from the business flow system and stores billing case information to be processed, and a work corresponding to a processing node of the business process It has a list sending and receiving box,
A worklist server that holds the case identification information that has reached the processing node in a worklist transmission / reception box; and An application server having a processing activity that is an application to be performed on the database, wherein the business flow system includes:
The process proceeds from the worklist transmission / reception box of the current processing node to the worklist transmission / reception box of the next processing node, and the business process function of the business flow system defines a process when a defect of billing matter information is found. A deficiency-related node is provided, the worklist server includes a deficiency-related worklist transmission / reception box corresponding to the deficiency-related node, and further, regarding the case identification information put in the deficiency-related worklist transmission / reception box, A defect management means for notifying the base and storing the incompletely corrected claim case information sent from the base in the business support database, and enabling resumption of the processing of the claim case information from the middle of the business process function Is provided. Preferably, the application server includes a deficiency-related activity for performing a process defined by the deficiency-related node for billing case information corresponding to the case identification information put in the deficiency-related work list transmission / reception box.

According to this embodiment, similarly to the above-described embodiment,
It is possible to appropriately respond to the occurrence of insufficiency of billing case information by using the business support database in the outside format. In this aspect, in the basic processing of the billing matter, the processing node of the business process function, the work list transmission / reception box, and the processing activity function suitably. A processing node, a work list transmission / reception box, and a processing activity are also provided for handling a defect. The configuration for processing the billing matter is also applied to the necessary functions for dealing with defects. This allows
Appropriate deficiencies can be handled with a simple configuration.

Preferably, the deficiency-related node includes a deficiency transmission node for notifying the base of the deficiency of the billing case,
An incomplete answer waiting node for waiting for the incompletely resolved claim case information from the base. The work list server includes a defective transmission work list transmission / reception box corresponding to the defective transmission node and a defective response waiting work list transmission / reception box corresponding to the defective response waiting node. The defect-related activity includes a defect transmission activity that acquires defect information corresponding to the case identification information put in the defect transmission work list transmission / reception box and transmits the information to the defect management unit, and a defect management unit that detects a defect from the base. A defect response waiting activity for automatically determining that the resolved claim matter information has been received, and adding information indicating the defect has been resolved to the corresponding case identification information entered in the incomplete response wait work list transmission / reception box; ,including. According to the present invention, a processing node, a work list transmission / reception box, and a processing activity are provided for defective transmission and waiting for a defective response. As a result, the transmission of the defect and the waiting for the response to the defect are appropriately performed, and an appropriate response to the defect can be performed.

(3) Another embodiment of the present invention is a centralized business processing system used for a company having a contractual relationship with a large number of customers and for processing business procedures. The system is provided at a plurality of bases for receiving a billing case of a business procedure from a customer, and transmits a billing case information to the terminal device, and a centralized business processing device for receiving the billing case information from the plurality of bases and centrally processing the billing case information The centralized business processing device has a business process function that regulates a series of processing of a billing case, and a business flow that progresses case specification information for specifying individual billing case information in accordance with the business process function System, a business support database provided in an outgoing format from the business flow system and storing billing case information to be processed, and billing case information in the business support database corresponding to case identification information flowing through the business process function A request matter information processing means for performing processing specified by the business process function; When a defect in the billing case information is found in the middle processing, the defect is notified to the base, and the billing case information of the completed defect sent from the base is stored in the business support database. Deficiency management means for enabling resumption of processing of billing matter information from the middle of the business process function.

In this embodiment, there is provided a system for connecting a base and a centralized business processing apparatus by communication and transmitting billing case information.
According to this aspect, similarly to the above-described aspect, it is possible to appropriately cope with the occurrence of insufficiency of the billing case information by using the business support database in the outside format.

(4) Another embodiment of the present invention is a centralized business processing system used for a company or the like having a contract relationship with a large number of customers and for processing business procedures. The system is provided at a plurality of bases for receiving billing cases of business procedures from customers, and a terminal device for transmitting billing case data, and a centralized business processing device for receiving billing cases from the plurality of bases and centrally processing the billing cases The centralized business processing apparatus includes a business process function including a processing node that specifies a process for performing a business procedure, and provides case identification information for specifying individual billing cases along the business process. It has a business flow system to be advanced, a business support database provided in an outgoing format from the business flow system and storing billing case information to be processed, and a work list transmission / reception box corresponding to a processing node of the business process. A worklist server for holding the case identification information reaching the processing node in a worklist transmission / reception box, Respect claims matters indicated project specific information in preparative receiving box includes, an application server comprising a processing activity is an application to perform against the process defined by the processing node the service support database,
The business flow system advances the matter identification information of the billing matter that has been processed by the processing activity from the work list transmission / reception box of the current processing node to the work list transmission / reception box of the next processing node, The business process function is provided with a defect-related node that defines processing when a defect in billing matter information is found, and the worklist server includes a defect-related worklist transmission / reception box corresponding to the defect-related node. Further, regarding the case identification information put in the deficiency-related work list transmission / reception box, the deficiency is notified to the base, and the deficiency-resolved claim case information sent from the base is stored in the business support database. Inadequate management means is provided to enable the processing of billing case information to be resumed from the middle of the business process function. It is.

In this embodiment, there is provided a system for connecting a base and a centralized business processing apparatus by communication and transmitting billing case information.
According to this aspect, similarly to the above-described aspect, it is possible to appropriately cope with the occurrence of insufficiency of the billing case information by using the business support database in the outside format.

Preferably, the billing case information sent from the base to the centralized business processing device includes image data of a billing document, and the deficiency management means stores information obtained by adding deficiency content to the image data of the billing document. Notify the base terminal. By sending the image data of the billing document, the procedure can be performed more quickly than the physical distribution of the document itself, and the disadvantage of the conventional physical distribution can be eliminated. In addition, by adding the content of the defect to the image data of the billing document, the content of the defect can be easily communicated to the base. For example, a tag indicating the content of the defect or a mark such as an arrow or a circle indicating the location of the defect is attached to the image data. The document itself may be sent by physical distribution separately from the document data. The documents themselves may be kept at the base.

(5) Embodiments of the present invention are not limited to the above-described centralized business processing device and system. For example, another embodiment of the present invention may be a business processing method or a recording medium storing a program for realizing the method.

[0038]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, the present invention will be described through embodiments of the present invention. However, the following embodiments do not limit the claimed invention and have the features described in the embodiments. Not all combinations are essential to the solution of the invention.

FIG. 1 shows the overall configuration of the centralized business processing system 1. In the present embodiment, the present invention is applied to maintenance work of a life insurance company. As described above, the maintenance work refers to the work of procedures that occur in connection with the contract, such as payment and contract change. However, the present invention may be applied to services other than maintenance services, for example, new contract services (such as contact with customers (such as services related to recruitment visits) and related consent processes). May be applied.

As shown in FIG. 1, the centralized business processing device 10
Are connected to the base terminal device 14 via the center collection and delivery server 12. The base terminal device 14 is provided at a procedure reception window such as a branch of a life insurance company scattered throughout the country. The procedure reception desk receives the request documents for the maintenance procedure from the customer, along with necessary supporting documents such as a seal certificate and a copy of the family register. The base terminal device 14 has a scanner as a document reading device. The billing document (and the accompanying documents) are converted into image data by the scanner. Further, characters and the like written on the document are encoded using a character recognition function. These image data and code data are
It is sent to the center collection and delivery server 12 as billing matter information.
The center collection and delivery server 12 transfers the billing case information to the centralized business processing device 10. The centralized business processing device 10 performs business processing based on the received billing case information.

The base terminal device 14 may be a portable terminal carried by a salesperson or the like. The mobile terminal may communicate with the center via the branch, or may communicate with the center without passing through the branch.

The centralized business processing device 10 is connected via a host gateway server 16 to a host system 18 that stores a master file. The host system 18 keeps a master file of all contracts. When business processing is performed by the centralized business processing apparatus 10, the master file is rewritten according to the business processing.

FIG. 2 shows the configuration of the centralized business processing apparatus 10. The business flow system 20 is an application of a so-called workflow system (workflow engine, workflow system body). Business flow system 20
Defines various business processes, whereby the business flow system 20 has various business process functions. Each of these business processes corresponds to a different billing matter.

Each business process is composed of a plurality of nodes (squares) as shown. By sequentially executing the processing of each node along with the business process, the processing of the billing matter is achieved. However, the business flow system 20
Instead of actually processing the billing matter information, it has a role to proceed with the processing along with the business process. This will be described later.

The dispatcher 22 corresponds to a process starting unit, and is a part of the external interface function of the centralized operation processing device 10. The dispatcher 22 has an interface function with the business flow system 20. When the billing matter is acquired, the dispatcher 22 defines a business process corresponding to the billing matter in the business flow system 2.
Start on 2.

The business support database 24 stores billing case information. The business support database 24 is provided in a form that goes out of the business flow system 20, that is, is provided separately. The billing case information is information sent from the base. As described above, the billing case information includes the image data of the billing document and the code data obtained from the image data. At each node of the business process, the billing case information in the business support database 24 is processed.

The case management data recording database 26
Manage the status of various billing items in the business process. That is, it manages information such as how far the billing matter has progressed in the business process and in what state. In order to realize this function, the case management data recording database 26 receives and stores case information and status change event data output from each component in the apparatus. The case management data recording database 26 is also provided outside the business flow system 20 in a format similar to the business support database 24.

The application server 28 has application software used in each node of the business process (one form of the billing case information processing means of the present invention). An appropriate application is provided to a client terminal or the like as needed at each node.

The work list server 30 has a so-called mailbox function. The work list server 30
It is used for exchanging information on a case between the business flow system 20 and the application server 28 located outside the business flow system 20. The transfer of the billing matter from one node of the business process to another is realized via the worklist server 30.

The centralized business processing device 10 further includes an input support unit 32, an authentication / authority management unit 34, a case management tool 36, and an operation management unit 38. The input support unit 32 provides an interface for supporting input work by each worker. The authentication / authority management unit 34 manages authentication qualifications and work authorities of each worker. The case management tool 36 performs interruption control such as suspension and cancellation of the case being processed. The operation management unit 38 distributes a program to each unit in the device,
It has functions such as checking the operating status of the system.

The centralized business processing device 10 has an external interface unit 40. External interface unit 40
Is the location notification unit 4 in addition to the dispatcher 22 described above.
2, including a defect management unit 44, a print server 46, a host link server 48, and a host / existing operation system file transfer unit 50.

The site notifying section 42 is a server for the center collection / delivery server 12.
Various kinds of information are notified to the base terminal device 14 via the. The response information of the case inquiry is also notified by the base notification unit 42.

The defect management unit 44 manages, when a defect in the billing document is found in the business process, the defect and information for eliminating the defect. The information for notifying the defect is sent to the base terminal device 14, and the data of the document in which the defect has been resolved is received from the base terminal 14. The defect management is a feature of the present invention, and will be described later in detail.

The print server 46 manages print processing of billing case information and the like. The host link server 48 realizes link with the host system 18 via the host gateway server 16. With this function, the master file of the host 18 is referred to, and the processing result of the billing matter is reflected in the master file. The host / existing operation system file transfer unit 50 has a data transfer function such as input support and system configuration definition.

As another configuration, the centralized business processing device 1
0 is basic software 52 such as OS and operation basic software 5
Has four. As a configuration for a client terminal operated by an operator, an application client 5
6. Basic software 6 such as client base 58 and OS
0 is prepared. Although not shown in FIG. 1, business work is performed by a large number of workers, that is, a large number of client terminals.

Next, referring to FIG. 3, a business flow system 20, a dispatcher 22, and a business support database 2
4. The functions and relationships of the case management data recording base 26, the application server 28, and the work list server 30 will be described. Here, a configuration for defect management which is a feature of the present invention is not shown. The configuration related to the defect will be described later in detail separately.

FIG. 3 shows an example of a typical business process related to the business flow system 20. The business process is a distribution (host inquiry) node, inspection node,
It has a secondary inspection node, an authentication node, and a host processing (master file update) node. The distribution node and the host processing node are mechanical (automatic) by the business processing device.
Processing is performed. In the inspection node, the secondary inspection node, and the authentication node, a person in charge operates a terminal device to perform business processing.

At the distribution node, online inquiry to the host system is automatically performed based on the billing case information (code data) obtained from the base, and data necessary for business processing is taken in from the master file. Further, although omitted in the figure, a process of allocating the billing matter to an appropriate node in the process is performed. At the inspection node, basic inspection work is performed. The basic inspection work includes collation of the bill image with input items and inspection of necessary documents. In the secondary inspection, mutual inspection (internal restraint meaning) for the correction input by the inspector is performed, and in the authentication, the requirements are confirmed and settled according to the contents of the procedure such as high payment.
The host process is the final update process, and automatically (mechanically) the master file stored in the host system.
Update processing is performed.

It is assumed that a billing matter corresponding to the business process of FIG. 3 is provided from the center collection and delivery server 12 to the centralized business processing device 10. At this time, the dispatcher 22 identifies the billing matter and activates the business process of FIG. 3 corresponding to the billing matter in the business flow system 20.

When the business process starts, the business flow system 20 advances the billing matter to be processed to the first node, the distribution node. The billing matter is put in a work list transmission / reception box of the work list server 30 in a push format.

Here, the billing case information (image and code) itself is stored in the business support database 24 and does not operate on the business process. What moves on the business process is mainly information for specifying a billing matter. Therefore, in the present embodiment, information for moving a node and a worklist server along a process is referred to as case identification information.

In response to the entry of the case specifying information into the first worklist server, the application server 28 functions as a distribution activity as an application. The master file corresponding to the billing case is referred to the host system 18, necessary data is fetched, and given to the billing case information in the business support database 24. This process is performed automatically as described above.

When the processing of the distribution node ends, the information in the work list server is rewritten by the distribution activity so that the end of the processing can be recognized. For example, a flag indicating the end of the process is set or marked (the same applies to the subsequent nodes). In response, the business flow system 20 moves the case identification information from the work list transmission / reception box of the distribution node to the work list transmission / reception box of the inspection node.

The operator in charge of the check node operates the client terminal to check the billing case specified by the case specifying information in the work list transmission / reception box. This is realized by an inspection activity using an application provided from the application server 28. The inspection process is performed using the billing case information in the business support database 24. Further, information indicating that the inspection has been performed is recorded in the case management data recording database 26 as status information of the billing case.

When the processing of the billing case in the worklist transmission / reception box of the inspection node is completed, the business flow system 20 transmits the billing case identification information from the worklist transmission / reception box of the inspection node to the worklist transmission / reception of the secondary inspection node. Move to box. This shifts the business process to the secondary inspection node.

In the secondary inspection node and the authentication node, similarly to the inspection node, the outgoing business support database 24
The process using the application of the application server 28 is performed on the case management data recording base 26. However, work is performed by different workers in each node.

When the processing of the authentication node is completed, the case specifying information is transferred to the work list transmission / reception box of the host processing node. In response, the application server 28
The host processing activity works on the side. An update process for accessing the host system 18 and reflecting the processing result of the billing matter in the master file is performed. When the processing of the matter in the transmission / reception box of the host process ends, the business flow system 20 ends the business process for the case.

The basic business process flow in the present embodiment has been described above with reference to FIG.

It is to be noted that some information such as the billing date and time may move on the process together with the case specifying information. These pieces of information are conveniently used when displaying the contents of the work list transmission / reception box.

The business process shown in FIG. 3 is one of a plurality of business processes prepared in the business flow system 20. In the present embodiment, various business processes shown in FIG. 4 are prepared. Some of these include distribution, inspection, secondary inspection, authentication, and host processing, as shown in FIG. 3, and some have other nodes. In addition, as shown in FIG.
It can be broadly divided into payment, contract change and general purpose. The general purpose is a process that does not specify a task, such as for inquiring about the contents of a case in response to a request from a central processing unit or a base. Others
In addition to these business processes, a determination process for determining a composite processing item and a simultaneous processing item is provided in the business flow system 20 as described later.

A large number of bills are sent to the centralized business processing apparatus 10 one after another from branches nationwide, and business processes corresponding to the bills are started. Therefore,
Several billing cases move on the business process of FIG.

FIG. 5 shows an example of a business processing screen used in the centralized business processing apparatus 10 (in the drawing, the image of the billing document is partially omitted and simplified, the same applies hereinafter). FIG. 5 shows a screen displayed on the terminal in the inspection node of FIG. In the left half of the screen,
An image of the billing document filled in by the customer is displayed. In the right half of the screen, the code data read from the image data by the character recognition function and the result of querying the master file of the host system based on the data are displayed. The inspection operator compares the two to check for differences.

FIG. 6 is a partly extracted and generalized drawing of FIG. As shown in FIG. 6, in the system of the present invention, the business process of the business flow system 20 is not the case information itself, but case specification information for specifying the case. The billing case information is stored in the business support database 24 provided in a form that goes out of the business flow system 20. In addition, information on the processing status of the billing case is also stored in the case management data recording database 26 provided in a format outside the business flow system 20. The processing at each processing node in the business process is performed on these outgoing type databases.

The work list server 30 is preferably used for moving the case specifying information along the business process. The work list server 30 has a work list transmission / reception box corresponding to each node of the business process. When the case identification information reaches a certain processing node in the business process, it is put into a work list transmission / reception box corresponding to the processing node. The case identification information is added to the list in the worklist send / receive box.

In response to this, the application server 2
The processing activity of No. 8 performs the processing specified by the corresponding processing node with respect to the billing case indicated in the case identification information in the transmission / reception box.

As shown in FIG. 6, case identification information A
Is added to the work list of the work list transmission / reception box C corresponding to the processing node B. The worker in charge of the processing node C operates the client terminal to use the processing activity D. In response to the addition of the case identification information A to the work list, the worker performs a process using the process activity D.

At this time, the processing activity D specifies the billing case to be processed based on the case specifying information A. The information on the billing case is stored in the business support database 24, and the processing status information is stored in the case management record database 26. The processing activity D performs processing such as the above-described inspection on these databases.

When the processing of the billing case is completed, the processing activity D writes information indicating the processing end into the work list in the work list transmission / reception box. This information is written in the case identification information A. In response, the business flow system 20 extracts the case identification information A from the work list and sends it to the work list transmission / reception box of the next processing node.

As described above, according to the present invention, the case identification information is sent to the workflow system by suitably using the work list server. The processing of the actual billing matter is performed on the out-of-box database. In the present invention, using such a configuration, as described below,
A function for defect management is provided.

FIG. 7 shows a configuration related to a defect handling in the centralized work processing apparatus of the present embodiment. FIG.
2 shows a business process function in the business flow system. The business process function in FIG. 7 has the same expression as the business process function in FIG. In FIG. 7, a part of the configuration of the business support database 24 and the like is shown at a plurality of locations for easy understanding.

The new billing case information sent from the base terminals nationwide is acquired by the dispatcher 22. The dispatcher 22 is an embodiment of the case information acquisition means of the present invention. The dispatcher 22 writes the billing case information to the business support database 24. The billing case information includes the image data of the billing document as described above. The dispatcher 22 further causes the business flow system 20 to activate a business process function for processing the acquired billing matter. Then, the business flow system 20 moves the case identification information along the business process. As previously mentioned,
In the present embodiment, case specification information is sent to the workflow system instead of billing case information to be processed.

Referring to FIG. 8, the business process function includes a plurality of processing nodes, that is, an inspection node 100,
A secondary inspection node 102 and an authentication node 104 are arranged. These correspond to the main lines for performing business procedures. The secondary inspection node 102 is provided with an incomplete branching process portion that branches off from the main line. The defective branch process part defines processing related to the defect. After the processing related to the defect, the part branch process returns to the main line at the secondary inspection node 102.

The faulty branch process part includes a faulty sending node 106, a faulty response waiting node 108 and a host inquiry node 110. The deficiency transmission node 106 is a node for notifying the base of the deficiency of the billing matter. The deficiency response waiting node 108 is a node that is arranged downstream of the deficiency transmission node 106 and waits for the billing case information whose deficiency has been resolved from the base.

The case identification information is sent to the branching process when the secondary inspection node 102 finds insufficiency in the billing case information. In the secondary inspection node 102, as described with reference to FIG. 3, the case identification information is stored in the work list transmission / reception box for secondary inspection. Then, a secondary check is performed on the billing case information in the business support database 24 by a secondary checking activity (application server (an embodiment of the billing case information processing means of the present invention)).

Assume that in the course of the secondary inspection, the worker of the client terminal discovers an insufficiency in the billing case information. The operator clicks the incomplete invoice button arranged in the inspection screen (an example of the incomplete invoice button is shown in the lower right part of FIG. 5). In response to this operation, the inspection activities
Display the screen for incomplete filing.

FIG. 9 shows an example of a screen for an incomplete sheet. FIG.
The image data of the billing document is displayed in the left half. In the present embodiment, a defect tag function is provided for directly adding the defect content to the document image data. The operator arranges a sticky note on the document image and fills in the details of the defect (the sticky note is indicated by diagonal lines in the figure, and as an example, the first sticky note (the upper center of the document) has a "mark difference"). "The second sticky note (to the left of the center of the document) says" Missing ".) Further, as shown in FIG. 9, a function is provided for marking a defective portion such as an arrow and a circle. A configuration may be adopted in which a tag having items already entered is prepared, an operator selects an appropriate tag, and specifies a pasting position. The same applies to arrows and circles.

In the right half of the screen for raising a defect, a screen for entering the details of the defect is displayed. Sticky notes,
With regard to the marked deficiency, detailed contents of the deficiency and instructions for eliminating the deficiency at the base can be entered.

When the worker finishes the work on the incomplete filing, he or she clicks the send button at the lower right of the screen. In response to this operation, the content of the insufficiency slip is stored in the business support database 24 by the processing activity. In addition, a mark indicating the occurrence of a defect or the like is attached to the case identification information of the case in a work list transmission / reception box (not shown) for the secondary inspection. In response, the business flow system 20 advances the case identification information to the incomplete branch process.

As shown in FIG. 8, the process also branches at the authentication node 104. Authentication node 104
When a defect is discovered in the same way, through the same process as above,
The case identification information is advanced to the incomplete branch process part.

If no deficiency has occurred, the item identification information is advanced to the next node along the main line of the process in response to the operator clicking the transmission button.

Returning to FIG. 7, in the present embodiment, the work list server 30 corresponds to the defective transmission node 106 and the defective
The application server 28 has a defective transmission activity 130 and a defective response waiting activity 132. They are,
It is a form of a defect related node, a defect related work list transmission / reception box, and a defect related activity of the present invention, respectively. The deficiency-related node defines processing when deficiency in the billing case information is found. The deficiency-related work list transmission / reception box corresponds to the deficiency-related node, and holds identification information of a deficient case. The deficiency-related activity performs a process defined by a deficiency-related node for billing case information corresponding to the case identification information put in the deficiency-related work list transmission / reception box.

The defect management unit 44 is an embodiment of the defect management unit of the present invention, and includes a defect management transmitting unit 140 and a defect management receiving unit 142 corresponding to the above-described configuration.

Referring to FIG. 7, in the business flow system 20, as a result of the defect being discovered by the secondary inspection node 102 or the authentication node 104, the case identification information is transmitted to the defect transmission node 1
It proceeds to 06. The case identification information is put into the incomplete transmission / reception box 120.

[0094] The incomplete transmission activity 130 is not an application for operator operation at the client terminal, but an application that mechanically operates for the system. The defective transmission activity 130 periodically looks at the defective transmission / reception box 120. When the case identification information is put in the deficiency transmission / reception box 120, the deficiency transmission activity 130 reads information on the deficiency content of the billing case indicated by the case identification information from the business support database 24. As described above, the business support database 24
Stores information on the content of the deficiency obtained by the deficiency invoicing. The defect transmission activity 130 passes the information of the defect content to the defect management transmitting unit 140. In this way, the defect transmission activity 130 automatically transmits the defect information corresponding to the case identification information put in the defect transmission / reception box to the defect management unit.

FIG. 10 is a flowchart showing the incomplete transmission activity 130.
3 shows the information of the content of the defect transmitted to the defect management transmitting unit 140 from FIG. As described above, in the present embodiment, the information on the content of the defect is automatically edited based on the defect invoice. FIG.
In the case of 0, the content of the defect is edited in the form of the request for correction of defect and the response. The editing in FIG. 10 may be performed by the defective transmission activity 130 or may be performed by a processing activity such as inspection.

[0096] The defect transmission activity 130 transmits the image data of the defective document to the defect management transmitting unit 140 together with the edited information. As described above, this image data indicates the contents of the defect with a tag or the like. Also,
If a part of a plurality of documents is defective, only the image data of the defective document need be sent.

Further, the defective transmission activity 130 includes:
The information indicating that the process for the defective transmission has been performed is written in the corresponding case portion of the defective transmission / reception box 120. In response, the business flow system 20 extracts the case identification information from the deficiency transmission / reception box 120 and advances the case identification information to the next deficiency response waiting node 108. The case identification information is put in the transmission / reception box 122 for waiting for a defective response, and waits for the arrival of the defective response.

The defect management transmitting section 140 is included in the defect managing section 44 together with the defect management receiving section 142. The deficiency management unit 44 functions together with the base notification unit 42 and the dispatcher 22 to notify the base of the deficiency as described below, and sends the deficiency-resolved claim case information sent from the base to the business support database 24. Store.

The defect management transmitting unit 140 notifies the information of the defect obtained from the defect transmitting activity 130 to the corresponding base by using the base notifying unit 42. As described above, the site notification unit 42 has a function of communicating information with sites nationwide. The transmitted information includes the defect correction request / response form shown in FIG. 10 and the image data of the document. The defect management transmission unit 140 writes the fact that the defect transmission has been performed in the defect notification status management area of the business support database 24.

At the base, work is performed to resolve the insufficiency of the documents. If you have the original documents at your location,
For example, a member of the base takes the billing document to the customer and asks the customer to correct the document. The document whose insufficiency has been corrected by the correction is sent to the central processing unit in the same manner as a new billing document. That is, the image data of the document whose defect has been resolved is generated by the scanner.
In addition, the answer is written in the defect correction request and answer sheet in FIG. 10, and this answer sheet is also converted into image data by the scanner.
These image data are transmitted to the central processing unit.

In the centralized business processing device, the dispatcher 22, which is a part of the external interface unit 40, receives the billed case information whose defect has been resolved. This includes the above response. The dispatcher 22 stores the answer sheet and the new billing document image in the business support database 24. At this time, the dispatcher 22 functions as a part of the defect management means of the present invention, and transmits the defect-resolved claim information sent from the base to the business support database 2.
4 is stored.

The dispatcher 22 informs the defect management receiving unit 142 that the response to the defect notification has been received.
The deficiency management receiving unit 142 writes the information on the reception of the response in the deficiency response status management area of the business support database 24.

The incomplete answer waiting activity 132 is an application that mechanically performs processing like the incomplete sending activity 130. Incomplete answer waiting activity 1
32 periodically checks the status of the defect management receiving unit 142,
It is determined whether an incomplete answer has been received. When the defective response arrives, the defective response waiting activity 132 updates an area of the business support database 24 for recording the status of the corresponding case. As a result, the status of the case is resolved.

The incomplete response waiting activity 132 also processes the case identification information in the incomplete response waiting transmission / reception box 122. As mentioned above, the case identification information is sent after
It is sent from the defective transmission node 106 to the defective response waiting node 108, enters the defective response waiting transmission / reception box 122, and waits for a defective response. The defective response waiting activity 132 writes information such as a mark indicating that the defect is resolved (defective response is present) with respect to the case identification information of the defective response waiting transmission / reception box 122.
In this way, the incomplete answer waiting activity 132
The defect management means automatically determines that the defect case information has been received from the base, and adds information indicating the defect resolution to the corresponding case identification information in the work list transmission / reception box waiting for a defect response. Function as an application.

Next, in response to the fact that the information for resolving the defect has been entered for the case identification information in the defective response waiting transmission / reception box 122, the business flow system 20 takes out the case identification information from the defective response waiting transmission / reception box 122, Proceed along the incomplete branching process. The case identification information proceeds to the host inquiry node 110. In the host inquiry node 110, as described with reference to FIG. 3, processing relating to the inquiry with the master data of the host system is performed.

After the processing at the host inquiry node 110,
The case identification information is advanced to the secondary inspection node 102.
A secondary inspection is performed using the information on the claim case that has been resolved. As described with reference to FIG. 3, the processing activity of the secondary inspection performs a process using the billing case information in the business support database 24. Even if a defect is found in the authentication node 104, the branch process part after the defect is eliminated joins the main line at the secondary inspection node 102, and the secondary inspection is performed again.

In the above, the centralized work processing apparatus with the defect management function according to the present embodiment has been described.

[Coping with Simultaneous Processing Cases] The business processing apparatus of the present embodiment is preferably provided with a function of efficiently processing simultaneous processing cases. Simultaneous processing cases are a plurality of billing cases received from one customer and are cases to be processed in parallel. It is preferable that the defect management function is configured as follows in connection with the simultaneous processing item.

FIG. 11 shows a configuration of a defect management function adapted to a simultaneous processing item. FIG. 12 shows a part of the business flow system 20 shown in FIG. FIG.
1 and 12 correspond to FIGS. 7 and 8, respectively.
In FIGS. 11 and 12, the description of the same items as those in FIGS. 7 and 8 will be appropriately omitted. Further, the drawings after FIG. 13 are drawings for explaining general functions of the present apparatus related to the simultaneous processing item.

[0110] Here, first, with reference to the drawings after FIG.
Then, the processing function at the time of occurrence of a defect will be described with reference to FIGS.

<Overview of Simultaneous Processing Case> In this embodiment, the function of processing a simultaneous processing case is provided together with the function of processing a composite processing case. Multiple billing documents may be accepted from one customer, and such multiple cases include multi-processed cases and simultaneous processed cases. A compound processing case is a plurality of cases that are dependent on each other and should be processed in a determined order, that is, a plurality of cases that should be processed after another one. Simultaneously-processed cases are a plurality of cases having no dependency relationship, and should be processed simultaneously in parallel from the viewpoint of business efficiency. As described below, the present system has a function of executing and managing such a complex processing matter and a simultaneous processing matter in association with each other, which is not implemented in a normal workflow product.

FIG. 13 shows a composite simultaneous determination process for automatically determining a composite processing case and a simultaneous processing case. This composite simultaneous determination process has the same form as the above-described business process group, and is provided in the business flow system 20.

When one billing matter is acquired for one customer (single matter), the dispatcher 22 directly activates a business process corresponding to the billing matter.
On the other hand, when a plurality of billing cases are acquired for one customer, the dispatcher 22 starts the composite simultaneous determination process of FIG.

It should be noted that the plurality of billing cases include a plurality of cases relating to the same contract and a plurality of cases relating to another contract.
The latter are, for example, a procedure for changing the contract of the customer himself and a procedure for changing the contract of his / her family.

In the composite simultaneous judgment process shown in FIG. 13, a plurality of bills of one customer are first advanced to the machine judgment node and put in the work list transmission / reception box of the machine judgment node. The machine determination activity provided by the application server 28 uses the composite simultaneous determination table to determine whether multiple billing cases are (i) a composite processing case, (ii) a simultaneous processing case, and (iii)
Determine which of the other exceptional cases belongs. In the determination process, the determination table is referred to using information for specifying the billing case, such as a security number and a processing code.

The machine judgment activity records the judgment result in the business support database 24. The business support database 24 is provided with a management folder. Using this management folder, items that have a complex relationship and a simultaneous relationship with each other are linked and managed. In the management folder, data such as a case management number, a security number, a business code, a composite simultaneous classification, a simultaneous status classification, a composite status classification, a composite order, and a folder number can be written.

FIGS. 14 to 16 show examples of the composite simultaneous determination table. FIG. 14 shows a combination of billing cases to be classified as a combined processing case, FIG. 15 shows a combination of billing cases to be classified as a simultaneous processing case, and FIG.
Indicates a combination of billing cases that should be classified as exception cases. Exceptions include special cases (combinations) and include typographical errors such as double submission of the same billing document.

In each of FIGS. 14 to 16, two tables of “same contract” and “different contract” are shown. “Same contract” refers to multiple bills for the same contract, and “separate contract” refers to multiple bills for different contracts, such as a contract for the customer and a contract for the family. is there.

FIGS. 14 to 16 show determination tables for combinations of two cases. On the other hand, the table may be configured so that a combination of three or more cases can be determined. Further, the determination regarding the combination of three or more cases may be left to a person determination described later.

In an actual system, it is also preferable that the composite simultaneous determination table is constituted by two types of tables shown in FIGS. Preferably, the composite simultaneous determination table includes the composite determination table of FIG. 14 and the exception determination table of FIG. Combinations of cases not included in these tables are determined to be simultaneous processing cases.

Further, the above two types of tables may be used as follows when determining three or more case combinations. Create a pair of any two cases from three or more cases. When all pairs do not correspond to those in FIGS. 14 and 16, all cases are subjected to simultaneous processing. If not,
Compound processing or exception processing is performed by appropriately using human judgment or the like.

Returning to FIG. 13, when the processing of the machine determination activity is completed, the business flow system 20 advances the matter identification information of the billed matter (set of billed matter) to the workflow start node, and transmits and receives the work list of the workflow start node. Put the billing item in the box. Also, some specific billing cases are advanced from the machine decision node to the person decision node.

The billing matter proceeding to the person determination node is a billing matter determined to be combined or simultaneous, and includes a specific person determination process such as name change. Claims to proceed to the person determination are also predetermined.

At the person determination node, a composite / simultaneous determination is made by the operator. Here, the person determination activity asks the worker how the billing matter should be processed (combined / simultaneous). The operator inputs the judgment using the terminal. An Item management folder is created according to the input judgment. Even if the matter is determined to be complex or simultaneous by the machine judgment node, it may be transferred to an exception matter.

When three or more billing cases are acquired, cases of the same contract and cases of different contracts may be mixed. For example, a combination of two billing cases for one contract of the customer himself and one billing case for a contract of the customer's family can be considered. Such a mixed type billing case is also sent to the person determination node. In the person determination node, a plurality of billing cases are appropriately divided by an operator, and after the division, judgments such as compound and simultaneous are added.

The billing matter for which the processing of the above-mentioned person determination node has been completed is advanced by the business flow system 20 to the workflow activation node. When the billing matter proceeds to the workflow start node and enters the work list transmission / reception box, the workflow start activity instructs the dispatcher 22 to start a business process corresponding to the billing matter.

Upon receiving the start instruction, the dispatcher 22 starts a plurality of business processes corresponding to the combination of billing cases. At the time of activation, the composite / simultaneous determination result stored in the case management folder of the business support database 24 is referred to by the workflow activation activity.

When the combination of billing cases corresponds to a composite processing case, the dispatcher 22 performs processing in accordance with a predetermined proper order, that is, the next business process is performed after the completion of one business process.
Sequentially activates a plurality of business processes based on an instruction of a workflow activation activity in each business flow.
Also, if the combination of billing matter corresponds to the simultaneous processing matter,
The dispatcher 22 simultaneously activates a plurality of business processes corresponding to the billing cases.

When the combination of billing cases corresponds to an exceptional case, a general-purpose exception process is started. And
The document of the billing matter is printed by the print server on the printer in the head office section. The headquarters section processes the billing documents manually and then inputs the completion of the relevant process (general exception) (export the item outside the workflow, return it after processing).

FIG. 17 shows the flow of the composite processing.
First, the first business process in the composite order is started by the dispatcher 22, and the business process is advanced by the business flow system 20. A next matter start node is provided at the last part of the business process. This start node functions when the billing matter corresponds to the composite processing matter. In the next case start node, the business support database 24 is referred to, and another case associated with the billing case being processed is obtained. As a result, a case to be processed next in the composite order is determined. Then, the business process corresponding to the next matter is started by the dispatcher 22.

It is assumed that the processing of the last case to be combined is advanced, and the processing of the case reaches the next case start node. At this time, the case management folder of the business support database 24 is referred to, and it is determined that all the complex processes have been completed. Thus, the processing of the composite processing matter is completed.

In the present embodiment, a next matter start node is basically set at the end of all business processes. In addition, each business process handles the processing of a single matter,
It is shared by the processing of the composite processing matter and the processing of the simultaneous processing matter described later. However, the next matter start node functions only when the billing matter is the target of compound processing. That is, it functions only when a business process is serially connected to another business process. Therefore, in the description and drawings other than the composite processing,
The next matter start node is omitted.

FIG. 18 shows the flow of the simultaneous processing.
In the simultaneous processing, the dispatcher 22 simultaneously activates a plurality of business processes. The business flow system 20
These business processes are advanced in parallel.

Synchronous processing nodes are defined in the business process. The synchronous processing node functions when the billing matter corresponds to the simultaneous processing matter. The synchronous processing nodes are, for example, a telephone confirmation node, a host processing node, a defect notification node, a customer-addressed result sending node, and the like.

Before reaching the synchronous processing node, a plurality of business processes are progressing independently, and they may be shifted from each other. In the synchronous processing node, the processing timings of the synchronous processing nodes in the plurality of business processes are synchronized by waiting for a plurality of billing items that are being processed in parallel. For example, telephone confirmation for a customer is performed collectively for a plurality of billing cases. The queuing is realized by using a queuing node provided before the synchronization processing node, as described later.

After passing through the synchronous processing node, a plurality of processes are performed again in parallel. A plurality of synchronous processing nodes may be set in a business process. In this case, the next synchronization processing node waits again and performs the synchronization processing.

Next, FIG. 19 shows the flow of the simultaneous processing more specifically. The waiting of a plurality of processes will be described with reference to FIG. When the number of synchronous processing cases is three or more, only some of the cases may have the same synchronous processing node. The processing in this case is also shown in FIG.

FIG. 19 shows three business processes that are simultaneously processed. A telephone confirmation node is set in the upper two business processes, and a telephone confirmation waiting node is set before the telephone confirmation node. On the other hand, no telephone confirmation node is set in the bottom business process.
Further, a host processing node is set for all three processes, and the same expectation matching node is set before the host processing node. The above-described telephone confirmation node and host processing node are one form of a synchronous processing node.

In the processing of FIG. 19, when one billing matter reaches the telephone confirmation waiting node, the number N (= 3) of billing matters to be simultaneously processed is referred to by referring to the case management folder of the business support database 24. Is done. When the total number of cases that have reached the telephone confirmation waiting node and the expectation matching node has reached the simultaneous processing number N, it is determined that synchronization has been completed. In the upper two business processes, the billing matter is advanced to the telephone confirmation node. As a result, the telephone confirmation of the two cases is performed at the same time.

When the telephone confirmation is completed, the billing case proceeds to the simultaneous waiting node. Thereby, the billing cases of the three business processes reach the same expectation matching node. Since the meeting has been completed, the three billing cases proceed to the host processing node. As a result, the host process is performed at a synchronized timing in the three processes.

As described above, according to the present embodiment, with a relatively simple configuration in which a waiting node is provided in a business process, it is possible to reliably synchronize some timings of a plurality of processes to be processed in parallel. Then, a synchronous process corresponding to a part of the process (the telephone confirmation node in FIG. 19)
, The synchronization process can be appropriately performed using another waiting node.

In the present embodiment, each business process is shared for processing a single matter, processing a complex processing matter, and processing a simultaneous processing matter. However, the queuing nodes (simultaneous queuing nodes and telephone confirmation queuing nodes) function only when the billing matter is to be processed simultaneously. Therefore, in the description and drawings other than the simultaneous processing, the waiting node is omitted.

<Defective Management of Simultaneous Processing Items> Next, FIG.
With reference to FIG. 12 and FIG. 12, a processing function when a defect occurs in the simultaneous processing item will be described. 11 and FIG. 12, compared with FIG. 7 and FIG.
0 business process has been changed.

As shown in FIG. 12, on the main line of the business process, an inspection node 100, a secondary inspection node 102, an authentication node 104, and an expectation matching node 150 are arranged. In the secondary inspection node 102, a defective branch process part branches off from the main line. In this embodiment, in particular, the incomplete branch process part branches into a process part for a single matter and a process part for a simultaneous processing matter.
The process part for the single matter continues to the deficient sending node 106. Then, similarly to FIG. 8, a defect sending node 106, a defect answer waiting node 108, and a host inquiry node 110 for processing the defect are arranged, and the host inquiry node 110 is connected to the secondary inspection node.

On the other hand, the process part for the simultaneous processing
It is connected to the same expectation node 150. At the same expected node 150, the incomplete branch process part branches off from the main line. This process part merges with the process part for a single case issued from the secondary inspection node, and is connected to the defective transmission node 106.

The authentication node 104 is also the secondary inspection node 10
It has the same branch as 2. That is, the authentication node 104
The branching process part branches from the process branch, and this branch path further branches into a process part for a single matter and a process part for a simultaneous processing matter. The process part for the single matter continues to the deficiency transmission node 106, and the process part for the simultaneous processing matter continues to the same expectation node.

In the above-mentioned business process, if the second check node 102 or the authentication node 104 finds insufficiency of the billing case information, the case identification information is deviated from the main line.
It flows to the incomplete branch process part.

If the billing case is a single case, the case identification information passes through the process part for the single case and the incomplete transmission node 1
It proceeds to 06. When the billing matter is a composite processing matter, it is treated in the same manner as a single matter, and the matter identification information is advanced to the deficiency transmission node 106. Subsequent processing proceeds in the same manner as in FIG. That is, the work list server, the application server, and the defect management unit shown in FIG.
Processing for eliminating the deficiency is performed.

On the other hand, when the billing case is a simultaneous processing case, the case specifying information is advanced to the same expectation node 150 through the process part for the simultaneous processing case.

Whether the billing matter corresponds to a single matter, a composite processing matter, or a simultaneous processing matter is determined by referring to the business support database 24. For example, a processing activity for secondary inspection makes this determination, and writes the determination result to a worklist server for secondary determination. In response to this, the business flow system 20 advances the case identification information to an appropriate node.

Upon proceeding to the same expectation node 150, the case identification information of the deficient case is held in the corresponding work list transmission / reception box (not shown). Other simultaneous processing items related to the target item are processed according to different business process functions. The simultaneous processing item waits for another simultaneous processing item to reach the same expected node of the process. In other words, the case identification information is held in the worklist transmission / reception box until another simultaneous processing case reaches the same expectation node. When another simultaneous processing item reaches the expected node, the item identification information is extracted from the work list transmission / reception box. Then, the case identification information is sent from the simultaneous waiting node 150 to the defective transmission node 1.
It proceeds to 06.

It should be noted that the simultaneous processing item is the same expected node 15
When the number reaches 0, another simultaneous processing item may have already reached the same expectation node. In this case, the simultaneous processing item is immediately advanced to the defective transmission node 106.

In the above processing, a processing activity provided in association with the simultaneous waiting node 150 may be used. This activity works mechanically. The processing activity, for example, refers to the business support database 24 to determine the status of another simultaneous processing item. The processing activity writes information indicating waiting completion in the work list transmission / reception box.

In some cases, there are three or more simultaneous processing cases.
In this case, the arrival of all the simultaneous processing cases and the same expected node is awaited.

According to the above arrangement, a plurality of simultaneous processing items are processed as follows. A plurality of simultaneous processing items are processed according to their respective business processes. The case where the deficiency is found proceeds to the same expected node through the branch road. If there is no defect, the project will reach the expected node through the main line.

When all the cases reach the same expectation node in each process, the defective case is advanced to the defective transmission node. If any of the simultaneous processing items are defective, they are forwarded to the defect sending node of each process. If some of the cases are deficient, only the deficient case is advanced to the deficiency transmission node. Subsequent processing is the same as in the case of a single matter, that is, the same as the processing described in FIG. The worklist transmission / reception box, the application server, and the workout management unit eliminate the workout. Therefore, according to the present embodiment, when deficiencies are found in a plurality of simultaneous processing cases, the elimination of those deficiencies is performed simultaneously.

[0157] When a part of a plurality of simultaneous processing cases is defective, the remaining non-defective cases may be held in the synchronous processing node. In this case, with respect to a case with a defect, the case reaches the synchronous processing node again after the defect is resolved. Waiting for this, all simultaneous processing items are advanced to the next node.

FIG. 20 shows information relating to a billing case stored in the business support database 24 in relation to the above description. As shown in the figure, data of the contents of the case (obtained from the billing document or master data, code data), document image, state (situation) of the case, simultaneous processing management (simultaneous and combined management in the present embodiment), incomplete contents, Information such as defect status management is stored. In an actual system, the business support database may be divided into a plurality. For example, the document image may be managed separately from other data. Further, the content of the defect is a specific content of the defect. Management information such as a defect notification date and a defect response acquisition date is also stored as the defect management data. These pieces of information are suitably used for managing the status of the deficient answer or notifying the reminder. In particular, it automatically sends a reminder notice to a base for a case that has passed a predetermined period after a defect notification,
It is also preferable to send a list of proposal-requested projects.

As described above, the preferred embodiments of the present invention have been described. According to the present invention, the case identification information is flowed into the workflow system, and the billing case information to be processed is stored in the out-of-box format business support database. Both the original billing case information and the billing case information after the deficiencies are resolved are stored in the business support database. After the deficiency is resolved, processing is performed on the billed case information after the deficiency is resolved, instead of the original billed case information. Therefore, the processing of the billing matter can be resumed halfway after the deficiencies are resolved.

It is assumed that a conventional workflow system is applied to business processing. In this case, as described as the background of the present invention, the data of the input billing case is embraced in the system in the form of binary data or the like without being aware of the data type. for that reason,
It is not possible to perform operations such as putting the data of the billing matter into the middle part of the workflow system, and it is not possible to restart the processing of the defective matter halfway.

On the other hand, in the present invention, the case identification information is passed to the workflow system, and the work support database in the out-of-box format is used effectively, so that the processing after the elimination of the defect can be restarted halfway. I have.

In the present invention, the business process function is provided with an incomplete branch process portion that branches off from the main line. Appropriate handling of deficiencies can be achieved by applying the branch processing function of the workflow system.

Further, in the present invention, the node that defines the business process function of the workflow system is provided with two appropriate roles for responding to defects, that is, transmission of defects and waiting for a response. As a result, it is possible to appropriately manage the information on the defective billing matter.

Further, in the present invention, the case identification information is advanced on the workflow system side in response to the notification of the defect related to the base outside the workflow system and the response acquisition. As a result, the case identification information appropriately proceeds through the defective branch process.

Further, in the present invention, by using an appropriate interface called a work list server, it is possible to appropriately link the functions of the workflow system and the application such as an application outside the workflow system.

Further, according to the present invention, it is possible to mechanically perform the notification of the defect to the base and the resumption of the processing of the case where the defect has been resolved. Therefore, the work can be reduced manually for the defect management.

Further, according to the present invention, when a defect occurs in a plurality of simultaneous processing cases by appropriate configuration of the branch using the configuration using the same expected node, the deficiencies are dealt with together. Therefore, the trouble of the customer and the base can be reduced. Further, confusion can be prevented when there are a plurality of defective cases.

Further, in the present invention, the provision of the work list server and the application server realizes a configuration for efficiently processing a large number of billing cases. Further, in the present invention, the defect management configuration is successfully incorporated into such a preferable configuration. In other words, a defect-related node is provided in the business process function, a defect-related worklist transmission / reception box is provided in the work list server, and a defect-related activity is provided in the application server. Therefore,
In an apparatus including the work list server of the present invention, defect management can be performed with a simple configuration.

In the present embodiment, the faulty transmission node and the faulty response waiting node are forms of a faulty related node, and the faulty transmission / reception box and the faulty reply waiting transmission / reception box are forms of a faulty work list transmission / reception box. The incomplete transmission activity and the incomplete response wait activity are forms of the incompletely related activity.

In the present invention, the billing case information includes image data of a billing document. In the defect management, information in which the content of the defect is added to the image data of the billing document is notified to the base terminal. By sending the image data of the billing document, the procedure can be performed more quickly than the physical distribution of the document itself, and the disadvantage of the conventional physical distribution can be eliminated. In addition, by adding the content of the defect to the image data of the billing document, the content of the defect can be easily communicated to the base. In the above embodiment, a tag is attached to the image data, or a mark such as an arrow or a circle indicating the location of the defect is given as the content of the defect. The document itself may be sent by physical distribution separately from the document data. The documents themselves may be kept at the base.

[Brief description of the drawings]

FIG. 1 is a diagram showing a centralized business processing system according to an embodiment of the present invention.

FIG. 2 is a diagram showing a configuration of a centralized business processing device of FIG. 1;

FIG. 3 is a diagram showing functions of a business flow system and related configurations.

FIG. 4 is a diagram showing a business process defined in a business flow system.

5 is an example of a screen displayed on a worker terminal in the centralized work processing device of FIG. 2;

FIG. 6 is a diagram illustrating a feature of processing of a billing matter by extracting a part of FIG. 3;

FIG. 7 is a diagram illustrating a configuration related to a defect management function according to the embodiment;

8 is a diagram extracting and showing the business process functions of FIG. 7;

FIG. 9 is a diagram showing a screen for a defective slip.

FIG. 10 is a diagram showing edited defect content information sent to a base.

FIG. 11 is a diagram showing a configuration relating to a defect management function adapted to a simultaneous processing item.

FIG. 12 is a diagram extracting and showing the business process function of FIG. 11;

FIG. 13 is a diagram showing a composite simultaneous determination process.

FIG. 14 is a diagram illustrating a composite simultaneous determination table used in the composite simultaneous determination process, particularly a composite determination table.

FIG. 15 is a diagram showing a composite simultaneous determination table used in the composite simultaneous determination process, particularly a simultaneous determination table.

FIG. 16 is a diagram showing a composite simultaneous determination table used in the composite simultaneous determination process, particularly an exception determination table.

FIG. 17 is a diagram illustrating an example of the flow of a composite process.

FIG. 18 is a diagram illustrating an example of a flow of simultaneous processing.

FIG. 19 is a diagram showing an example of the flow of simultaneous processing.

FIG. 20 is a diagram showing an example of billing matter information stored in a business support database.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Centralized business processing apparatus 14 Customer terminal device 18 Host system 20 Business flow system 22 Dispatcher 24 Business support database 26 Case management data recording database 28 Application server 30 Work list server 42 Site notification unit 44 Failure management unit 106 Failure transmission node 108 Failure response Waiting node 120 Defective transmission / reception box 122 Defective response waiting / receiving box 130 Defective transmission activity 132 Defective response waiting activity 140 Deficiency management transmission unit 142 Deficiency management reception unit

Continuing from the front page (72) Inventor Yukio Ikezaki 2-5-2-5 Nakanoshima, Kita-ku, Osaka-shi, Osaka Within Sumitomo Life Insurance Company (72) Inventor Yoshimasa Wakayama 2-5-2-5 Nakanoshima, Kita-ku, Osaka, Osaka No. Within Sumitomo Life Insurance Company (72) Inventor Kazuaki Hatanaka 2-5-2-5 Nakanoshima, Kita-ku, Osaka City, Osaka Prefecture F-Term within Sumitomo Life Insurance Company (Reference) 5B049 BB46 CC00 5B055 CA00 CC00 EE01

Claims (13)

[Claims] 1. A centralized business processing device used for a company having a contractual relationship with a large number of customers and for processing a bill for a business procedure, wherein the bill is sent by communication from a base for receiving a bill from a customer. A business process system that includes a business process function that defines a series of processing of a billing case, and that proceeds with case identification information that specifies individual billing case information in accordance with the business process function; A business support database that is provided in an outgoing format from the business flow system and stores billing case information to be processed, and for a billing case information in a business support database corresponding to case identification information flowing through the business process function, A billing matter information processing means for performing processing specified by the business process function; When the deficiency in the billing case information is found, the deficiency is notified to the base, and the deficiency-resolved billing case information sent from the base is stored in the business support database, and the business process function is in progress. A deficiency management means for enabling the processing of billing case information to be restarted from a centralized business processing device. 2. The centralized business processing device according to claim 1, wherein the business process function branches off from a main line that specifies processing of a billing case for performing a business procedure, and specifies processing related to a defect. A centralized business processing device, comprising a defective branch process part for returning to the main line, and case specifying information for specifying billing case information having a defect is sent to the defective branch process part. 3. The centralized business processing device according to claim 2, wherein the business process function has a plurality of processing nodes corresponding to a series of processing of the billing matter, and the defective branching process part is configured to process the billing matter. A defect transmission node for notifying the defect to the base, and a defect reply waiting node arranged at a stage subsequent to the defect transmission node and waiting for the claim case information from the base which has been corrected. Centralized business processing equipment. 4. The centralized business processing device according to claim 3, wherein the deficiency management unit notifies a base of deficiency of a billing case corresponding to the case identification information arriving at the deficient sending node; The case identification information after the defect notification is advanced from the defect transmission node to the defect response waiting node from the defect transmission node, and when the defect case information with the defect resolved is sent from the base,
A centralized business processing device characterized by further proceeding the case identification information of a node waiting for a defective response along a defective branch process part. 5. The centralized business processing device according to claim 4, wherein a defective transmission work list transmission / reception box and a defect transmission device corresponding to the defective transmission node and the defective response waiting node for retaining case identification information reaching the nodes. A worklist transmission / reception box waiting for a reply, a defect transmission activity which is an application for automatically transmitting defect information corresponding to the case identification information entered in the defect transmission worklist transmission / reception box to the defect management means, and the defect management An application that automatically determines that the means has received the incompletely-claimed case information from the base, and adds information indicating the incompleteness to the corresponding case identification information entered in the incomplete-answer-waiting work list transmission / reception box. And an activity for waiting for an incomplete answer, and a centralized business processing device. 6. The centralized business processing device according to claim 3, wherein the business process function is provided with the same expectation matching node, and a plurality of billing cases found to be defective are obtained for one customer. Is one of the billing cases, and if it is a simultaneous processing case that should be processed concurrently with another billing case, the case identification information is advanced to the same expectation matching node. When the specific information is advanced to the same expectation matching node, the matter identification information of the related other simultaneous processing matter proceeds to the same expectation matching node of the corresponding business process function, and then the case identification information is transferred to the defective branch process part. Centralized business processing device characterized by the following. 7. A centralized business processing device used for a company or the like having a contract relationship with a large number of customers and processing a bill for a business procedure, including a processing node for defining a process for performing the business procedure. A business flow system that has a business process function and proceeds with case identification information that specifies individual billing cases along the business process, and a billing case information that is provided in an outside format from the business flow system and becomes a processing target. A work list server having a work support database to store, a work list transmission / reception box corresponding to a processing node of the business process, and holding in a work list transmission / reception box case identification information that has reached the processing node; Regarding the billing case indicated by the case identification information in the box, the process specified by the processing node is described in the business support database. An application server having a processing activity that is an application to be performed on the application server, wherein the business flow system transmits the case identification information of the billing case that has been processed by the processing activity to the work list transmission / reception box of the current processing node. From the next processing node to the worklist transmission and reception box, the business process function of the business flow system,
A defect-related node that defines processing when a defect in the billing matter information is discovered; the work list server includes a defect-related work list transmission / reception box corresponding to the defect-related node; Regarding the case identification information put in the list transmission / reception box, notify the above-mentioned deficiency to the base,
Deficiency management means for storing the deficiency-resolved billing case information sent from the base in the business support database and enabling resumption of billing case information processing in the middle of the business process function is provided. Centralized business processing equipment characterized by the following. 8. The centralized business processing device according to claim 7, wherein the application server is configured to execute the defect-related node for billing case information corresponding to the case identification information entered in the flaw-related work list transmission / reception box. A centralized business processing device comprising a defect-related activity for performing a process specified in. 9. The centralized business processing device according to claim 8, wherein the deficiency-related node transmits a deficiency transmission node for notifying the deficiency of the request matter to the base, and the refund-resolved case information from the base. An incomplete response waiting node for waiting, the work list server includes an incomplete transmission work list transmitting / receiving box corresponding to the incomplete transmission node and an incomplete response waiting work list transmitting / receiving box corresponding to the incomplete response waiting node, The defect-related activity includes a defect transmission activity for acquiring defect information corresponding to the case identification information entered in the defect transmission work list transmission / reception box and transmitting the information to the defect management unit, It is automatically determined that the resolved claim matter information has been received, and is placed in the incomplete reply waiting work list transmission / reception box. A task for waiting for a defective response to add information indicating that the defect has been resolved to the corresponding case identification information. 10. A centralized business processing system used for a company or the like having a contract relationship with a large number of customers to process business procedures, wherein the centralized business processing system is deployed at a plurality of bases for accepting business procedure bills from customers. A terminal device for transmitting information, and a centralized business processing device for receiving billing case information from the plurality of bases and centrally processing the billing case information, wherein the centralized business processing device defines a series of processing of the billing case. A business flow system that has a process function and advances the case identification information for specifying individual billing case information in accordance with the business process function; and a billing case information provided in a format outside the business flow system to be processed. Business support database that stores the information, and claim matter information in the business support database corresponding to the case identification information flowing through the business process function In connection with this, a billing matter information processing means for performing a process defined by the business process function, and when a deficiency in billing case information is found in a process in the middle of the business process function, notifies the base of the deficiency. And a defect management means for storing the defect-resolved claim case information sent from the base in the business support database, and enabling the processing of the claim case information to be resumed in the middle of the business process function. A centralized business processing system characterized by the following. 11. A centralized business processing system used for a company or the like having a contract relationship with a large number of customers and processing business procedures, wherein the centralized business processing system is provided at a plurality of bases for receiving business procedure bills from customers. And a centralized business processing device that receives billing cases from the plurality of bases and centrally processes the billed cases, wherein the centralized business processing device defines a process for performing a business procedure. A business flow system that includes a business process function that includes a processing node to perform, and a business flow system that progresses the case identification information that specifies individual billing cases along the business process, and is provided in a form that goes out of the business flow system, and A business support database that stores the billing case information, and a work list transmission / reception box corresponding to the processing node of the business process, A worklist server that holds the case identification information that has reached the management node in the worklist transmission / reception box; and, for the billing case indicated by the case identification information in the worklist transmission / reception box, the process specified by the processing node, the business support database. An application server having a processing activity that is an application to be performed on the business flow system, wherein the business flow system obtains, from the worklist transmission / reception box of the current processing node, the case identification information of the billing case that has been processed by the processing activity. Proceed to the worklist send / receive box of the next processing node, The business process function of the business flow system includes:
A defect-related node that defines processing when a defect in the billing matter information is discovered; the work list server includes a defect-related work list transmission / reception box corresponding to the defect-related node; Regarding the case identification information put in the list transmission / reception box, notify the above-mentioned deficiency to the base,
Deficiency management means for storing the deficiency-resolved billing case information sent from the base in the business support database and enabling resumption of billing case information processing in the middle of the business process function is provided. Centralized business processing system characterized by the following. 12. The centralized business processing system according to claim 10 or 11, wherein the billing case information sent from the base to the centralized business processing device includes image data of a bill document, and the defect management unit includes: A centralized business processing system for notifying the base terminal of information obtained by adding incomplete information to image data of a billing document. 13. A centralized business processing method used for a company or the like having a contract relationship with a large number of customers to process a business case billing case, wherein the billing case sent by communication from a base that receives a billing case from a customer. Obtaining information; and a business flow system including a business process function that defines a series of processing of a billing matter, and advancing case identification information for identifying individual billing matter information along the business process function. The business process database provided in an outside format from the business flow system and stores the billing case information to be processed, and the billing process information corresponding to the case identification information flowing through the business process function, the business process Insufficient billing case information is generated in the step of performing the process specified by the function and in the middle of the business process function When it is done, the defect is notified to the base, the claim case information sent from the base with the defect resolved is stored in the business support database, and the bill case information is processed in the middle of the business process function. A method for centralized business processing, comprising the steps of: enabling a restart.