JP2005084924A - Information processing system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an information processing system allowing contributions to a reduction in an office work risk and to improvement of office work quality. <P>SOLUTION: An office work quality alarm system 21 analyzes the office work processing data of each branch in a financial institution. An improvement plan management system 22 extracts elements degrading quality in office work processing and acquires factors generating the degradation elements for message display. Furthermore, an office work quality dashboard system 23 is used to monitor-display various data associated with the office work quality and the progress state of an office work quality improvement measures in each branch. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to an information processing system that manages information related to office quality including information related to erroneous processing and inappropriate processing that occurred during business processing at banks, securities companies, insurance companies, government offices, and the like.

In recent years, financial institutions have taken measures to independently consider operational risk in addition to credit risk and market risk, and assign the required capital ratio based on the quantification of risk. At that time, the operational risk management system is one of the qualified requirements. Accordingly, the construction of an operational risk management system is being promoted at each financial institution (see, for example, Patent Document 1). However, the conventional system related to operational risk is a system that evaluates loss associated with operational risk.
JP 2001-338124 A

  As described above, the conventional operational risk system is mainly intended to quantify and evaluate operational risk. The operational risk management system that currently needs to be constructed needs to control (reduce and control) operational risk among operational risks, but the conventional operational risk system, for example, plans improvement from the `` quantified risk ''. Each system functions independently, such as a system that supports and a system that can verify action results for improvement, but it is difficult to manage because it is not designed with the next step in mind.

As a result, problems such as inability to make decisions on guidance priorities at each branch office of financial institutions, guidance to each branch office as a symptomatic treatment, and a long time for risk analysis itself are occurring. .

  For the reasons described above, it is difficult to use the conventional operational risk system for controlling business risks.

  Accordingly, an object of the present invention is to provide an information processing system capable of solving such problems and quantifying the office risk and contributing to the improvement of the office risk and the office quality.

  That is, the information processing system according to the present invention includes an input unit that receives input of business process information, an analysis unit that analyzes the business process information input by the input unit, and an analysis result made by the analysis unit, Extraction means for extracting information indicating a deterioration event of the quality of paperwork, storage means for storing in advance information indicating the decrease event and information indicating the cause of the occurrence, and a decrease event extracted by the extraction means An acquisition means for acquiring information indicating the cause of occurrence of the decrease event from the storage means based on the information indicating; information acquired by the acquisition means; and an output means for outputting information indicating the corresponding decrease event. It is characterized by that.

  If such an information processing system is used, when information indicating an office quality deterioration event is input, the cause of the occurrence can be acquired.

  In the information processing system according to the present invention, the paperwork information is analyzed, and information indicating a reduction event of the paperwork quality is extracted from the analysis result. Based on the information indicating the reduction event, When the information indicating the cause of occurrence is obtained from the storage means and the information indicating the event of deterioration in office quality is input, the information indicating the cause of occurrence can be easily derived. You will be able to make improvements.

Embodiments of the present invention will be described below with reference to the drawings.
FIG. 1 is a conceptual diagram showing an example of a network configuration to which an office quality management system according to an embodiment of the present invention is applied.
That is, the office quality management system 10 according to the embodiment of the present invention is connected to a communication network 11 such as the Internet as shown in FIG. The communication network 11 includes a financial institution terminal 12 (# 1 to #n) provided in a plurality of branches of the same financial institution, and an account processing system 13 that performs account processing of each branch of the financial institution. Is also connected. Thereby, the office quality management system 10 enables data exchange with each financial institution terminal 12 (# 1 to #n) and the account processing system 13 via the communication network 11.

FIG. 2 is a functional block diagram showing a configuration example of the office quality management system 10 shown in FIG.
The office quality management system 10 shown in FIG. 1 includes an office quality management database 20, an office quality alarm system 21, an improvement plan management system 22, and an office quality dashboard system 23, as shown in FIG. Yes.
The office quality management database 20 is connected to an office quality alarm system 21, an improvement plan management system 22, and an office quality dashboard system 23, respectively. The office quality alarm system 21, the improvement plan management system 22, and the office quality dashboard system 23 are each connected to the communication network 11.

  The procedure from the analysis to the improvement of the paperwork problem using the paper quality management system 10 will be described. First, the administrative staff of each branch of the financial institution and the headquarters organization (hereinafter simply referred to as the person in charge) inputs the administrative processing information of the own branch through the financial institution terminal 12 corresponding to the own branch, This is analyzed using the office quality alarm system 21 of the quality management system 10. Then, the improvement plan management system 22 acquires the analysis result by the office quality alarm system 21, and refers to the acquired data to indicate that an office processing accident (office error) has occurred in the branch. Is included, a candidate for the cause of an office accident is acquired and displayed on the financial institution terminal 12 of the corresponding branch on the monitor. The person in charge refers to the cause of the office accident displayed on the monitor, proposes an improvement plan for the office accident, and submits a report describing the improvement plan to the administrative department of the financial institution.

  The manager of the administrative department refers to the reports submitted by each branch and considers appropriate improvement measures when the proposed improvement proposals described in the reports are insufficient. And provide improvement guidance to the relevant branch. If the issues to be considered are issues that are common to all financial institutions, for example, if the same guidance has been given for all stores in the past, consider measures for all stores, and issues specific to one branch or branch group If this is the case, consider measures for each branch.

FIG. 3 is a functional block diagram showing a configuration example of the office quality alarm system 21 shown in FIG.
As shown in FIG. 3, the office quality alarm system 21 shown in FIG. 2 includes an input information acquisition unit 31, a writing unit 32, a reading unit 33, an analysis unit 34, an analysis result reading unit 35, and a communication. And an interface 36.

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

  The input information acquisition unit 31 receives information such as the personnel composition of each branch and financial information processed inappropriately in each branch from the financial institution terminal 12 provided in each branch via the communication network 11 and the communication interface 36. It accepts entry-type information including accident information, which is information related to office work. Further, the input information acquisition unit 31 acquires system information related to the business process from the account processing system 13 via the communication network 11 and the communication interface 36. Details of the system information will be described later.

The entry system information and the system system information acquired by the input information acquisition unit 31 are written and stored in the office quality management database 20 by the writing unit 32 together with the processing time. Hereinafter, the entry system information and system system information described above will be referred to as business process information as needed.
FIG. 4 shows a configuration example of the office quality management database 20. In the example shown in FIG. 4, when an office accident that is an error in paperwork occurs, the name of the branch where the accident occurred, the type of transaction office work, the amount of loss, and the transaction of the office operation, etc. Is written and stored. Each item in the office quality management database 20 may be classified into, for example, each branch so that an analysis process described later can be performed efficiently.

The reading unit 33 reads the business processing information written in the business quality management database 20 and outputs it to the analysis unit 34.
The analysis unit 34 analyzes the business process information output from the reading unit 33 and outputs the analysis result to the writing unit 32. The analysis in the present embodiment refers to processing such as a business rating of each branch and calculation of a loss due to a business accident based on business processing information. Further, the paperwork information includes standard information such as a paperwork process name and money amount information, and atypical information consisting of free description text data. The analysis unit 34 performs standard analysis on the standard information and atypical information. An atypical analysis is performed on the data, and the analysis result is output to the writing unit 32.

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

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

FIG. 5 is a functional block diagram showing a configuration example of the improvement plan management system 22 shown in FIG.
As shown in FIG. 5, the improvement plan management system 22 shown in FIG. 2 includes an extraction unit 41, a data generation unit 42, an input information acquisition unit 43, a storage unit 44, a cause information acquisition unit 45, A loading unit 46 and a communication interface 47 are provided.

  The extraction unit 41 is connected to the office quality management database 20 and the data generation unit 42. The data generation unit 42 is connected to the storage unit 44, the cause information acquisition unit 45, the writing unit 46, and the communication interface 47. The cause information acquisition unit 45 is connected to the writing unit 46 and the communication interface 47. The storage unit 44 is connected to the input information acquisition unit 43 and the communication interface 47. The writing unit 46 is connected to the business quality management database 20, and the communication interface 47 is connected to the communication network 11.

  The extraction unit 41 extracts information indicating the deterioration factor (decrease event) of the office quality and branch data related to the information indicating the deterioration element from the analysis result of the office processing information stored in the office quality management database 20. The information indicating the deterioration factor of the paper quality is the paper processing information related to the branch office where the quality of the paper processing is deteriorated or the paper accident occurs. The branch data is data such as a branch name, a branch manager name, a store number, and an employee composition.

  Based on the information extracted by the extraction unit 41, the data generation unit 42 generates a message indicating an element of deterioration in office quality. When there are a plurality of types of deteriorating elements in the same branch, or when information indicating deteriorating elements is extracted for a plurality of branches, a message for each element is generated.

  The input information acquisition unit 43 acquires information input by the financial institution terminal 12 via the communication network 11 and the communication interface 47 and outputs the acquired information to the storage unit 44.

  The storage unit 44 stores a program and character data for generating a message indicating a deteriorating factor by the data generation unit 42 and information output from the input information acquisition unit 43. Further, the storage unit 44 stores in advance information indicating a deterioration factor message generated by the data generation unit 42 and a candidate for the cause of the deterioration factor.

  The cause information acquisition unit 45 acquires, from the storage unit 44, information indicating the cause of the deterioration factor included in the message generated by the data generation unit 42. When there are a plurality of candidates for the occurrence factor, information indicating each occurrence factor is acquired.

  The writing unit 46 writes and stores the message generated by the data generating unit 42 and the information indicating the cause of occurrence corresponding to the deterioration phenomenon acquired by the cause information acquiring unit 45 in the office quality management database 20.

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

FIG. 6 is a functional block diagram showing a configuration example of the office quality dashboard system 23 shown in FIG.
The office quality dashboard system 23 shown in FIG. 2 includes an acquisition unit 51, a display data generation unit 52, and a communication interface 53, as shown in FIG.

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

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

  The administrative quality dashboard is a tabular format that allows the person in charge to easily understand the quality of the administrative processing at all financial institutions or branches using information stored in the administrative quality management database 20. , A chart format, and a time series graph format.

  The display data generation unit 52 generates display data for the office quality dashboard in accordance with a predetermined format based on the business process information acquired by the acquisition unit 51, and uses the communication interface 53 and the communication network 11 to generate the display data. To the financial institution terminal 12.

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

  First, the input information acquisition unit 31 of the office quality alarm system 21 acquires system information related to office processing from the account processing system 13 via the communication network 11 (step S1). The system information includes, for example, exceptional handling data (number of errors, number of cancellation / correction) in business processing, number of transactions, transaction amount data, business amount data, and the like.

  When the person in charge inputs the entry system information related to the business process using the input unit (not shown) of the financial institution terminal 12, the input information acquisition unit 31 of the business quality alarm system 21 receives the communication network 11 and the communication interface. The entry system information is acquired via 36. The entry system information includes, for example, reported accidents such as miscalculations, accident records such as convenient handling accident records, inspection results such as own store inspections, and business improvement records. When other systems are connected to the communication network 11, the system system information and the entry system information may be acquired from the system as necessary.

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

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

  The analysis unit 34 analyzes the information output from the reading unit 33 and applies a dispute / loss probability prediction model related to paperwork (step S4). After application of the prediction model, the analysis unit 34 performs an office risk rating process for each branch corresponding to the financial institution terminal 12 (step S5). The office risk rating process is a process of calculating whether the office risk of each branch is good or bad based on the analysis result and assigning a predetermined type of rank to each branch according to the calculation result.

  Further, after applying the prediction model, the analysis unit 34 performs a loss amount calculation process for each branch corresponding to the financial institution terminal 12 (step S6). The loss amount calculation process is a process for estimating and calculating a loss amount caused by an office work accident based on an analysis result.

  Moreover, the analysis part 34 performs the individual index statistical calculation process of each branch based on the information output from the reading part 33 (step S7). The individual index statistical calculation process is a process of calculating an office risk index, a customer satisfaction index, and an efficiency index for each branch.

  The office risk index is, for example, an error rate, a cancellation rate, or a correction rate in various operations at each branch. The customer satisfaction index is, for example, the number of complaints at each branch, the cancellation rate of a deposit account, the repeat purchase rate of financial products, and the like. Further, the efficiency improvement index is, for example, the number of operations per day at each branch, the automation rate of various operations, and the like.

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

  The analysis result reading unit 35 evaluates each branch information, customer satisfaction of each branch, office risk, efficiency, sales, profit, etc., which are the analysis results stored in the office quality management database 20, Display data in which information such as quantity and office risk index is arranged according to a predetermined format is output to the financial institution terminal 12 via the communication interface 36 and the communication network 11 (step S9). The person in charge can print out the display data acquired by the financial institution terminal 12 as an office quality control report form. In the office quality control report form, the various data described above are described in the form of text display and graph display.

  8 to 11 are diagrams showing examples of office quality control report forms printed out by the financial institution terminal 12 shown in FIG. Each item shown in FIGS. 8 to 11 is printed out as one form. The items of “previous improvement plan” shown in FIG. 9 are items that are created on an improvement plan creation screen G4, which will be described later, and are included in the data stored in the office quality management database 20.

Next, the operation of the improvement plan management system 22 shown in FIG. 2 will be described using the flowchart shown in FIG.
First, the extraction unit 41 of the improvement plan management system 22 analyzes various data relating to a branch office whose office quality has deteriorated in the office work out of the analysis results analyzed by the office quality alarm system 21 and stored in the office quality management database 20. Extract (step A1).

  Here, the deterioration of the office quality is a case where the information of the office risk rating of one branch has been reduced, or information that an office accident has occurred in the office processing is included in the entry system information.

  Subsequently, the extraction unit 41 detects, from the various data extracted in step A1, the process in which the quality of office work is deteriorated and the activity in this process among various business processes such as the exchange business and the loan business ( Step A2). An activity is an element obtained by subdividing a process. For example, the activity in the case where the detected process is a currency exchange operation is, for example, a remittance operation.

  Then, the extraction unit 41 extracts an office quality deterioration factor related to the business process and activity detected in step A2 (step A3). The deterioration factor of office quality is, for example, an event such as an error rate or cancellation rate of a remittance operation in a currency exchange operation being higher than that of another store.

  The data generation unit 42 generates message data of the business quality deterioration element extracted by the extraction unit 41. In the same business process and activity, when there are multiple types of office quality deterioration elements, message data corresponding to each element is generated.

  For example, as a result of extracting the deteriorating factors, the cancellation rate of the remittance operation for the branch A's exchange operation shows a bad value with respect to a predetermined standard, and more than 30% of the revocation rate of the remittance operation for the exchange operation of another store A high value, and the correction rate for the remittance operation for branch A's exchange operation shows a bad value against the prescribed standard, and a value that is 20% or more higher than the correction rate for the remittance operation for exchange operations at other stores And the message “The rate of correction of exchange remittance operations is 30% or more higher than that at other stores” and “The cancellation rate of exchange remittance operations is 20% or more higher than at other stores. Is generated.

  Then, the data generation unit 42 stores information on the deterioration process, information on the activity related to the deterioration process, and a message indicating the deterioration factor in the storage unit 44. A message indicating the deteriorating factor is output to the financial institution terminal 12 via the communication interface 47 and the communication network 11. Here, it outputs to the financial institution terminal 12 corresponding to the branch relevant to the produced | generated message among the various financial institution terminals 12. For example, as described above, if the message indicating the decline in office quality is a message related to the branch A, the message is output to the financial institution terminal 12 corresponding to the branch A.

  The financial institution terminal 12 displays the output message on a monitor according to a predetermined format. Hereinafter, this monitor display screen will be referred to as a deterioration element confirmation screen G1.

FIG. 13 is a display example of the deterioration factor confirmation screen G1 generated by the improvement plan management system shown in FIG.
The message displayed on the deterioration factor confirmation screen G1 shown in FIG. 13 can be arbitrarily added and corrected by the person in charge. This addition and correction is performed by accepting an addition correction operation by the financial institution terminal 12 at the output destination by the input information acquisition unit 43 of the improvement plan management system 22 and updating the message data stored in the storage unit 44. (Step A4).

  Next, the data generation unit 42 generates display data for the causes (occurrence factors) of the various deterioration factors extracted in step A2, and displays them on the financial institution terminal 12 as described above (step A5). This screen is displayed in a fishbone chart format in which boxes describing messages indicating various causes are connected to boxes describing messages indicating deterioration factors. Hereinafter, this screen will be described as a deterioration cause display screen G2.

FIG. 14 is a display example of the deterioration cause display screen G2 generated by the improvement plan management system 22 shown in FIG.
In the deterioration cause display screen G2, the message generated in step A3 is read from the storage unit 44 and automatically input to the box indicating the deterioration factor. Further, boxes indicating various causes in the deterioration cause display screen G2 are displayed for each category such as person, procedure, environment, and policy. The boxes corresponding to these categories are common to the various deteriorating elements extracted as described above.

  The person in charge can input a message indicating the cause of the deterioration element in the category box displayed on the monitor. Messages input to boxes corresponding to various categories are written and stored in the storage unit 44. Information indicating the input frequency of a message that is the same as or similar to the message is stored in association with the stored message.

FIG. 15 is a diagram illustrating an example of a table indicating the input frequency of information indicating the cause of office quality deterioration by the improvement plan management system 22 illustrated in FIG. 2.
The value of the input frequency in this table is the sum of the input frequencies of messages indicating the cause of deterioration for various deterioration factors for each branch. That is, when the same or similar message is input regardless of the store to be extracted and the type of the deterioration element, the value of the input frequency in the table is updated. Later, when a message of the same type as the stored message is input on the deterioration cause display screen G2, information indicating the input frequency is rewritten.

  When the deterioration cause display screen G2 is displayed, the data generation unit 42 is stored in the storage unit 44 and follows a table (see FIG. 15) in which a message indicating the cause of deterioration in office quality and its input frequency are associated. In each category, for example, three types of messages are extracted in descending order of input frequency, and these messages are displayed in a box.

  For example, in the category of “person”, the level of input frequency is detected, and the messages associated with the top three input frequencies are “low proficiency”, “mental problem”, and “newcomer education delay”. ”,“ Low proficiency ”message is input 5 times,“ Psychological problem ”message is input 4 times, and“ New education delay ”message is input 3 times. Is automatically displayed in the “person” box in the deterioration cause display screen G2. The person in charge selects and determines a desired message from the displayed candidates.

  The value of the input frequency in the table shown in FIG. 15 is “1” when a message indicating a cause of deterioration is newly input by the person in charge, or when a message candidate displayed as described above is selected and determined. "Updated to increase. These messages can be added and corrected in the same manner as the message of the deterioration element on the deterioration element confirmation screen G1. The financial institution terminal 12 can print out the information displayed on the deterioration cause display screen G2. The person in charge can easily grasp the cause of the deterioration factor by referring to the print result.

  Next, the data generation unit 42 generates display data for the impact analysis screen G3 and causes the financial institution terminal 12 to display the monitor as described above. The impact analysis screen G3 is an office risk impact degree, an efficiency impact degree, a customer satisfaction impact degree, and a detectability degree for each category of the cause of deterioration of the office quality described above in the FMEA (failure mode impact analysis) format. It is the screen which linked | related.

FIG. 16 is a display example of the impact analysis screen G3 generated by the improvement plan management system 22 shown in FIG.
Office risk impact, efficiency improvement impact, and customer satisfaction impact represent numerically the impact of each cause of office quality deterioration on office risk, office processing efficiency, and customer satisfaction. Is. The degree of detection is a parameter indicating whether it is easy to detect an accident in paperwork.

  In the impact analysis screen G3, the values of office risk impact, efficiency impact, customer satisfaction impact, and detectability for each category of cause of deterioration are arbitrarily determined by the person in charge, for example, from 1 to 10. A value is input by the financial institution terminal 12 (step A6). The input value is stored in the storage unit 44 via the communication network 11, the communication interface 47, and the input information acquisition unit 43. The importance shown on the impact analysis screen G3 is calculated based on the values of the office risk impact, the efficiency impact, the customer satisfaction impact, and the detection, and is stored in the storage unit 44.

  On the impact analysis screen G3, the input of office risk impact, efficiency impact, customer satisfaction impact and detectability for each category, and calculation of importance are finished, and all items on the impact analysis screen G3 are entered. Then, the data generation unit 42 generates display data for the improvement plan creation screen G4 and displays it on the monitor as described above.

FIG. 17 is a display example of the improvement plan creation screen G4 generated by the improvement plan management system 22 shown in FIG.
The improvement plan creation screen G4 is a screen for inputting an improvement measure (measure) for the cause of deterioration of each category, which is input on the deterioration cause display screen G2. In the “cause” column in the improvement plan creation screen G4, the message of the cause of deterioration with high importance displayed on the impact analysis screen G3 is read from the storage unit 44 and automatically input.

  In the column of “measures” in the improvement plan creation screen G4, improvement measures input by the person in charge and input from the financial institution terminal 12 are stored via the communication network 11, the communication interface 47, and the input information acquisition unit 43. Stored in the unit 44. The stored data is sent to the data generation unit 42, and the data generation unit 42 generates display data reflecting this improvement measure and outputs it to the financial institution terminal 12.

  When the input of improvement measures (measures) for each item indicating the cause of deterioration of the improvement plan creation screen G4 is completed, the input data is stored in the storage unit 44. The input data is associated with the branch data for which the improvement plan is to be created and stored in the office quality management database 20 (step A7).

  Then, when other deteriorating elements are extracted in step A3 (YES in step A8), the processes from step A4 to A7 are repeated. When the processing from step A4 to step A7 is completed for all the deteriorated elements extracted in step A3 (NO in step A8), the data generation unit 42 reads the data from the storage unit 44 and prints the improvement plan. Data is generated and output to the financial institution terminal 12. In the financial institution terminal 12, when printing data is input, the improvement plan is printed (step A9).

FIG. 18 is an example of an improvement plan printed out by the financial institution terminal 12 shown in FIG.
In the improvement plan shown in FIG. 18, a cause of deterioration, improvement measures, importance, a check column, and a check column for handwriting are provided for each deterioration factor of office quality. In the “Phenomenon” column of the improvement plan, the message of the deterioration element displayed on the above-described deterioration element confirmation screen G1 is inserted.

  The person in charge of the administrative guidance department of the financial institution creates an administrative guidance ranking table with reference to the printed improvement plan.

  When the person in charge of the administrative guidance department operates the financial institution terminal 12 to instruct the creation of the administrative guidance ranking table, the data generation unit 42 of the improvement plan management system 22 displays the ranking table creation screen G5 (see FIG. 19). Data is generated and displayed on the financial institution terminal 12 operated by a person in charge of the administrative guidance department.

  The ranking table creation screen G5 shown in FIG. 19 is a table creation screen showing the individual business risk assessment of each branch. Each item on the creation screen includes, for example, an office risk rating rank, a store name, an office risk loss probability, an estimated loss amount, and an accumulated loss amount. In this creation screen, after inputting each item, it is possible to sort in ascending or descending order of numerical values input to the item.

  When the input of each item on the ranking table creation screen G5 is completed, the input data is stored in the storage unit 44. Further, the input data is stored in the office quality management database 20 in association with the office guidance target branch data. Information displayed on the ranking table creation screen G5 can be printed out by the financial institution terminal 12.

  In accordance with the ranking table creation screen G5, the person in charge gives the office management department that supervises each branch or all stores, and then creates an office instruction report as an instruction record. When the person in charge operates the financial institution terminal 12 to instruct creation of an office guidance report, the data generation unit 42 of the improvement plan management system 22 generates display data for the office guidance result registration screen G6 (see FIG. 20). Then, the monitor is displayed on the financial institution terminal 12 as in the ranking table creation screen G5.

  On this office guidance result registration screen G6, an office processing process, an activity, guidance items / comments, and an input column for non-compliant office processing rules are displayed. The business quality management database 20 stores a business process flow (see screen G7, FIG. 20) and business process regulation data (screen G8, see FIG. 20). The person in charge of the office management department performs input operations on each item of the office guidance result registration screen G6 while reading these data and switching the monitor display.

  If there are multiple types of tasks and activities for which improvement guidance has been given, additional input can be made on the same office guidance result registration screen G6. It is also possible to input on the office guidance result registration screen G6.

  When the input to each item on the office guidance result registration screen G6 is completed, the input data is stored in the storage unit 44. The input data is stored in the administrative quality management database 20 in association with the branch data for which administrative guidance has been given. The data generation unit 42 reads the data from the storage unit 44, generates data for printing an office guidance report (guidance report, see FIG. 20), and transmits it to the financial institution terminal 12.

  In the data for printing, the number of input of the provisions of the administrative rules entered in the “rules” column of the administrative guidance result registration screen G6, and the sentence entered in the “guidance items and comments” column are predetermined. It includes information that counts the number of types of keywords input for each type. Here, when the keyword described above is input in one of the input fields including the input field 61 and the input field 62 for “instruction items and comments”, the number of inputs is set to 1 and two If the same type of keyword is input in the input field, the number of inputs is set to 2.

  In the financial institution terminal 12, when printing data is input, the office guidance report can be printed. In the administrative guidance report shown in Fig. 20, in addition to the administrative process, activities, guidance items / comments, and non-compliant administrative rules described on the administrative guidance result registration screen G6, there is a display column for recurrence prevention measures. It is done. The “Recurrence Prevention Measures” column of the office guidance report is a column that is written by the person in charge after printing.

  In the guidance report shown in FIG. 20, “1-1-3 1 case” is described at the top of the column 61 of the number of non-compliance provisions. This indicates that an input is made in one of the “regulation” input fields. In the table of column 72, “3” is described in the column corresponding to “deposit, not filled in”, but this is indicated in three columns among the input columns of “instructions and comments”. This indicates that the words "deposit" and "unfilled" are included. The person in charge of the administrative department keeps printed instructional reports.

Next, the operation of the office quality dashboard system 23 will be described.
First, the acquisition unit 51 of the office quality dashboard system 23 (see FIG. 6) acquires various data analyzed by the office quality alarm system 21 and stored in the office quality management database 20.

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

  21, 22, 23 and 24 are display examples of the office quality dashboard generated by the office quality dashboard system 23 shown in FIG. 2 and displayed on the monitor.

  Of the various data stored in the administrative quality management database 20, the administrative quality dashboard system 23 includes an organization (all stores, branch groups, one branch), a business line (deposits, exchange, loans, etc.), and individual indicators (risks, It is possible to generate multiple types of office quality dashboards that include data picked up from the viewpoint of efficiency etc.

  For example, as shown in FIG. 21, various parameters relating to the office processing of all financial institutions are displayed on one screen, and the person in charge can compare and examine the office quality of each store with reference to this.

  In addition, an item of “trend” is provided in various ranking tables in the screen shown in FIG. An arrow indicating progress information is input to this item. This arrow indicates, for example, various parameters that were analyzed one month ago and stored in the office quality management database 20 and various parameters of the latest analysis results that are also stored in the office quality management database 20. The analysis unit 34 compares and acquires information (progress information) indicating whether or not the work quality has improved, and outputs the result to the display data generation unit 52 via the communication network 11 and the communication interface 53. The display data generating unit 52 generates based on the percentage value.

  By referring to this item, the person in charge of the office management department can easily determine whether or not the office quality of the branch office where the office quality has deteriorated by an analysis one month ago has improved, It is possible to grasp the progress of the administrative quality improvement of the branch office where the administrative guidance was given.

  Further, as shown in FIG. 22, various parameters related to office risks are displayed on one screen, and the person in charge can refer to them to compare and examine the quality of office risks at each store.

  Further, an item of “variation” is provided on the screen shown in FIG. 22, which is an evaluation of deviation values of business risk indicators (comprehensive indicators) of each branch.

  In addition to all financial institutions, as shown in FIG. 23, various parameters related to the administrative processing of one branch are displayed, and the person in charge of the branch refers to this so that administrative risk, efficiency, customer satisfaction It is possible to grasp the good or bad of this and use it for studying future improvement measures.

  In FIG. 23 and FIG. 24, since the parameters to be displayed are limited to those of one branch, more detailed parameters can be displayed as compared with the screens shown in FIGS.

  As shown in FIG. 25, the financial institution terminal 12 can arbitrarily designate the type to be displayed among various office quality dashboards, and a signal including this instruction content can be transmitted by an input operation. The data is transmitted to the office quality dashboard system 23 via the network 11.

  Further, when a certain type of office quality dashboard is displayed, candidates for the type of office quality dashboard suitable for the switching destination can be displayed on the monitor. This facilitates switching between various office quality dashboards by the user.

  When the display data generation unit 52 of the office quality dashboard system 23 receives a signal including an instruction from the financial institution terminal 12, the display data generation unit 52 generates display data of a specified type, and the financial data as described above is generated. It is transmitted to the engine terminal 12 and displayed on the monitor.

  In addition, in the screens shown in FIGS. 21 and 22, an item “audit history” is provided, which is the implementation status of improvement measures, that is, the quality improvement of each branch where an office accident has occurred. This is an item indicating whether the improvement plan is being examined by the administrative department, or whether an improvement plan has been prepared from the branch and is in the state before examination by the administrative department.

  When the data input on the improvement plan creation screen G4 described above is stored in the office quality management database 20 in association with the branch data for which the improvement plan is to be created, the office quality dashboard system 23 stores this data. Acquire it and display “Plan Submitted” on the corresponding branch of the audit history. If the data entered on the ranking table creation screen G5 is stored in the administrative quality management database 20 in association with the branch data subject to administrative guidance, the administrative quality dashboard system 23 acquires this data. Then, “Improvement planning” is displayed on the screen of the corresponding branch in the audit history.

  If the data input on the office guidance result registration screen G6 is stored in the office quality management database 20 in association with the branch data for which office guidance has been given, the office quality dashboard system 23 stores this data. Acquire it and display “Ongoing” on the screen of the corresponding branch in the audit history.

  In addition, the item “branch audit history” shown in FIG. 23 and FIG. 24 indicates the number of office accidents that have occurred in the branch to be displayed and the state of implementation of improvement measures for this accident.

In addition, when performing trend analysis of individual indices from a company-wide viewpoint, a multidimensional analysis screen described later is used.
FIG. 26 shows an example of transition from the office quality dashboard screen to the multidimensional analysis screen. The multidimensional analysis screen analyzes the causal relationship between individual indicators, analyzes the causal relationship between problem occurrence and seasonal variation, time variation, regional variation, etc., and creates graphs for irregular reports, etc. It is a screen for performing. Transition to the multi-dimensional analysis screen can be made from any type of office quality dashboard shown in FIG.

  In addition, the improvement plan management system 22 has a function of separately writing and storing the input data of the guidance guidelines input on the above-described improvement plan creation screen G4 in the administrative quality management database 20 and associating it with various data of the branch office that has provided the guidance. Have Thereby, when the office work quality of the branch office which performed guidance improves after a fixed period passes, it turns out that the guidance essential point linked | related with this was appropriate. In addition, the guidance guidelines that have been appropriate can also be extracted as best practices and used on the financial institution terminal 12 by using the office quality dashboard system 23 so as to be used for a branch where a similar problem has occurred.

  With this configuration, the clerical quality alarm system 21 of the clerical quality management system 10 analyzes the clerical processing data of each branch of the financial institution, and the improvement plan management system 22 extracts the deterioration factors in the clerical processing. Because the cause of this deteriorating factor is acquired and displayed as a message, the person in charge of the financial institution can easily formulate measures for improving the quality of office work, make early improvements to office processing, and take office work accidents. Loss can be prevented in advance.

  In addition, by using the office quality dashboard system 23, various data related to office quality and the progress of office quality improvement measures by each branch are displayed on a monitor, so that the staff in charge at each branch can formulate measures for improving office quality. Can provide sufficient support.

  Note that the present invention is not limited to the above-described embodiment as it is, and can be embodied by modifying the constituent elements without departing from the scope of the invention in the implementation stage. Moreover, various inventions can be formed by appropriately combining a plurality of constituent elements disclosed in the embodiment. For example, some components may be deleted from all the components shown in the embodiment. Furthermore, you may combine suitably the component covering different embodiment.

The conceptual diagram which shows an example of the network structure to which the office work quality management system according to embodiment of this invention was applied. The functional block diagram which shows the structural example of the office work quality management system shown in FIG. The functional block diagram which shows the structural example of the office work quality alarm system shown in FIG. The figure which shows the data structural example of the accident information memorize | stored in the office work quality management database shown in FIG. The functional block diagram which shows the structural example of the improvement plan management system shown in FIG. The functional block diagram which shows the structural example of the office work quality dashboard system shown in FIG. The flowchart which shows the operation example of the office quality alarm system shown in FIG. FIG. 3 is a schematic diagram (part 1) showing an example of an office quality control report form output from the office quality alarm system shown in FIG. 2; FIG. 3 is a schematic diagram (part 2) showing an example of an office quality control report form output from the office quality alarm system shown in FIG. 2. FIG. 3 is a schematic diagram (part 3) showing an example of an office quality control report form output from the office quality alarm system shown in FIG. 2; FIG. 4 is a schematic diagram (part 4) showing an example of an office quality control report form output from the office quality alarm system shown in FIG. 2. The flowchart which shows the operation example of the improvement plan management system shown in FIG. The figure which shows the example of a display of the deterioration element confirmation screen G1 which the improvement plan management system shown in FIG. 2 produced | generated. The figure which shows the example of a display of the deterioration cause display screen G2 which the improvement plan management system shown in FIG. 2 produced | generated. The figure which shows an example of the table which shows the input frequency of the information which shows the cause of the fall of office work quality by the improvement plan management system shown in FIG. The figure which shows the example of a display of the influence analysis screen G3 which the improvement plan management system shown in FIG. 2 produced | generated. The figure which shows the example of a display of the improvement plan creation screen G4 which the improvement plan management system shown in FIG. 2 produced | generated. The figure which shows an example of the improvement plan printed out by the financial institution terminal shown in FIG. The figure which shows the example of a display of the ranking table preparation screen G5 which the improvement plan management system shown in FIG. 2 produced | generated. The figure which shows an example of the office work guidance result registration screen G6 and the guidance report which the improvement plan management system shown in FIG. 2 produced | generated. FIG. 3 is a diagram (part 1) illustrating a display example of an office quality dashboard generated and monitored by the office quality dashboard system illustrated in FIG. 2; FIG. 3 is a diagram showing a display example of an office quality dashboard generated by the office quality dashboard system shown in FIG. 2 and displayed on a monitor (part 2); FIG. 3 is a diagram showing a display example of an office quality dashboard generated by the office quality dashboard system shown in FIG. 2 and displayed on a monitor (No. 3); FIG. 4 is a diagram showing a display example of an office quality dashboard generated and monitored by the office quality dashboard system shown in FIG. 2 (part 4); The figure which shows the example of the classification of an office quality dashboard screen. The figure which shows the example of a transition from an office quality dashboard screen to a multidimensional analysis screen.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 10 ... Office quality management system, 11 ... Communication network, 12 ... Financial institution terminal, 13 ... Account processing system, 20 ... Office quality management database, 21 ... Office quality alarm system, 22 ... Improvement plan management system, 23 ... Office quality dash Board system 31 ... Input information acquisition unit 32 ... Write unit 33 ... Reading unit 34 ... Analysis unit 35 ... Analysis result reading unit 36 ... Communication interface 41 ... Extraction unit 42 ... Data generation unit 43 ... input information acquisition unit, 44 ... storage unit, 45 ... cause information acquisition unit, 46 ... writing unit, 47 ... communication interface, 51 ... acquisition unit, 52 ... display data generation unit, 53 ... communication interface.

Claims (4)

An input means for receiving input of business processing information;
Analysis means for analyzing the paperwork information input by the input means;
An extraction means for extracting information indicating an event of deterioration in the quality of paperwork from the analysis result made by the analysis means;
Storage means for preliminarily storing information indicating the decrease event and information indicating the cause of the decrease,
Based on the information indicating the decrease event extracted by the extraction means, an acquisition means for acquiring information indicating the cause of the decrease event from the storage means;
An information processing system comprising: information acquired by the acquisition means; and output means for outputting information indicating a corresponding decrease event. Second acquisition means for acquiring progress information indicating whether or not the office quality deterioration event has been improved;
The information processing system according to claim 1, further comprising a display unit that displays the analysis result made by the analysis unit and the progress information acquired by the second acquisition unit in a predetermined format. . An information database for storing paperwork information;
An input means for receiving input of business processing information;
Analysis means for analyzing the paperwork information input by the input means;
First writing means for writing and storing the analysis result made by the analyzing means in the information database;
An extracting means for extracting information indicating an event of deterioration in the quality of paperwork from an information database in which the analysis result is written and stored by the first writing means;
Storage means for preliminarily storing information indicating the decrease event and information indicating the cause of the decrease,
Based on the information indicating the decrease event extracted by the extraction means, an acquisition means for acquiring information indicating the cause of the decrease event from the storage means;
Second writing means for writing and storing the information acquired by the acquiring means and information indicating the corresponding decrease event in the information database;
An information processing system comprising: information indicating an occurrence factor written and stored in the information database by the second writing means; and means for outputting information indicating a corresponding decrease event. Second acquisition means for acquiring progress information indicating whether or not the office quality deterioration event has been improved;
Third writing means for writing and storing the progress information acquired by the second acquiring means in the information database;
Reading means for reading the progress information written and stored in the information database by the third writing means and the analysis result written and stored in the information database by the first writing means;
4. The information processing system according to claim 3, further comprising display means for displaying the progress information and analysis results read by the reading means in a predetermined format.

Images