JP2006004169A - Collaboration level outsourcing business support apparatus and collaboration level outsourcing business support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a collaboration level outsourcing business support apparatus suitable for collaboration level outsourcing. <P>SOLUTION: A total point is calculated by totalizing input points, a rank corresponding to the total point is extracted from a rank setting data table, a rank coefficient corresponding to the rank is extracted from the rank coefficient data table, a necessary skill coefficient corresponding to a necessary skill for each inputted operation service item is extracted from a necessary skill coefficient data table, a work point for each operation service item is calculated by multiplying work volume for each inputted operation service item by the necessary skill coefficient, an operation service item point is calculated by multiplying the rank coefficient by the work point, and a total operation service item point is calculated by totalizing the operation service item point for each operation service item. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a collaboration level outsourcing business support apparatus and a collaboration level outsourcing business support method, and particularly supports collaboration outsourcing by an outsourcer in collaboration / outsourcing in which an outsource performs outsourcing business in cooperation with a customer. The present invention relates to a collaboration level outsourcing business support apparatus and a collaboration level outsourcing business support method.

  2. Description of the Related Art Collaborative outsourcing is conventionally known in which an external professional service provider (outsourcer) performs from software development to operation maintenance in cooperation with a customer (see, for example, Patent Document 1). Here, in general, the contract in outsourcing is a so-called personal person-month contract in which an estimate is calculated according to the number of personnel and man-hours required for collaboration outsourcing.

However, the person-month contract as described above has the following problems. That is,
1. It was difficult for the outsourcer to change personnel, which caused a decrease in personnel morale and delays in responding to new technologies. As a result, when a new technology or a new system is operated, a failure due to a human error in operation may occur.
2. The roles and responsibilities of parties related to outsourcing (users, administration department, information system department, outsourcer) were unclear.
3. For customers, the contents of outsourcing were unclear, and it was difficult to evaluate whether the quality and cost of outsourcing itself were appropriate.
4). Some conventional outsourcing contracts cannot cope with changes in the system environment, resulting in inefficient operation as a whole.

Therefore, in order to resolve such problems, the outsourcer and the client must enter into a contract according to an SLA (Service Level Agreement) that defines the quality of service using objective indicators. (For example, see Patent Document 2). SLA provides various evaluation items for service quality and sets a guaranteed value for each evaluation item. When the service quality falls below the guaranteed value, the customer is compensated. Is.
JP2003-30141 (page 4-8, FIG. 1) JP 2000-276524 A (page 3-5, FIG. 1)

  However, the example described in Patent Document 2 still has a disadvantage that the objectivity of the contract contents is still lacking. In addition, when operating a business system, it is necessary to measure the service level and continuously review the service level.

  The present invention has been made in view of the above problems, and its purpose is to ensure the objectivity of the contract contents in collaboration outsourcing in which the outsourcer performs outsourcing work in cooperation with the customer, It is an object of the present invention to provide a collaboration level outsourcing business support apparatus and a collaboration level outsourcing business support method capable of measuring a service level and continuously reviewing a service level when operating a business system.

  The collaboration level outsourcing operation support device of the present invention is a collaboration level outsourcing operation support device for supporting the performance of a collaboration outsourcing operation by an outsourcer, and is set for each characteristic item of the operation system to be outsourced , Work volume set for each operation service item of the business system, input means for inputting necessary skills required for each operation service item of the business system, and points set for each characteristic item of the business system A rank setting data table in which ranks corresponding to the total points obtained by summing are set in advance, a rank coefficient data table in which rank coefficients corresponding to ranks set in the rank setting table are set in advance, and the operation of the business system A storage means having a necessary skill coefficient data table in which necessary skill coefficients corresponding to necessary skills for each service item are set in advance, and points inputted through the input means are totaled to calculate a total point One process, a second process for extracting a rank corresponding to the total points calculated in the first process from the rank setting data table, and a rank coefficient corresponding to the rank extracted in the second process. A third process for extracting from the rank coefficient data table; a fourth process for extracting the necessary skill coefficient corresponding to the required skill for each operation service item input via the input means from the required skill coefficient data table; Extracted in the fourth process to the work volume for each operation service item input via the input means The fifth process for calculating the work points for each operation service item by multiplying the required skill coefficient, and the rank coefficient extracted in the third process is multiplied by the work points calculated in the fifth process. A sixth process for calculating operation service item points for each service item, and a seventh process for calculating the total operation service item points by summing the operation service item points for each operation service item calculated in the sixth process And a processing means for executing.

  As described above, according to the collaboration level outsourcing business support apparatus business of the present invention, the operation service item points are calculated based on the points for each characteristic item of the system, the work volume necessary for operating the business system, and the necessary skills. Therefore, it is possible to eliminate personal elements related to operations. Also, by clarifying the rank, work volume, and required skills of each business system, the business content can be clarified. In this way, when outsourcing is performed, the customer and the outsourcer can agree on the basis of points, so that the contract content can be clarified and the scope of outsourcing can be clarified. Therefore, since it is only necessary for the outsourcer to carry out the work within a limited number of points, it is easy to rotate personnel and to incorporate new technologies. In addition, by setting the points by the customer, it is possible to set the rank in cooperation with the customer's corporate activities, so that the consent of the customer can be obtained and collaboration / outsourcing can be realized more smoothly. Is possible.

  At this time, in the above invention, more specifically, the processing means calculates the cost required for outsourcing the business system by multiplying the total operation service item points by the point unit price input via the input means. It is the structure to do.

  In the above invention, a template file of an estimate or contract is stored in the storage means, and the processing means stores the template file corresponding to a template file designation command input via the input means. In addition to extracting from the means and writing the cost required for outsourcing in the template file to generate an estimate or contract, the customer inputs points and the work volume and required skills are input at the outsourcer. It is preferable that an estimate or a contract can be automatically created by a simple operation.

  Another collaboration level outsourcing operation support apparatus according to the present invention is a collaboration level outsourcing operation support apparatus for supporting the performance of a collaboration outsourcing operation by an outsourcer, for each characteristic item of the operation system to be outsourced. Input points for inputting set points, failure data generated in the business system, outsourcer failure rate when a failure occurs in the business system, and points set for each characteristic item of the business system A rank setting data table in which ranks corresponding to the total points obtained by summing are set in advance, a rank coefficient data table in which rank coefficients corresponding to ranks set in the rank setting table are set in advance, A storage means having a failure influence degree setting data table in which a failure influence degree corresponding to the failure data that has occurred in advance is set, and the points input via the input means are summed to calculate a first point Processing, second processing for extracting a rank corresponding to the total point calculated in the first processing from the rank setting data table, and rank coefficient corresponding to the rank extracted in the second processing Third processing extracted from the data table, fourth processing for extracting the fault impact level corresponding to the fault data input through the input means from the fault impact level setting data table, extracted in the third processing A fifth process for calculating a failure point by multiplying the rank influence obtained by the failure influence degree extracted in the fourth process, And processing means for performing a sixth process for calculating the responsibilities point by multiplying negligence ratio input via the input means of the calculated fault point in the processing of five, which is configured to include.

  According to such a configuration, it is possible to quantify the evaluation of the outsourcing itself by measuring the service level based on the responsibility points. In addition, by incorporating service level measurement from the outsourcing stage, it becomes possible to appropriately and objectively evaluate the service level in the business system.

  At this time, in the above invention, a template file of a system stability evaluation report for evaluating the stability of the system is stored in the storage unit, and the processing unit inputs a template file designation command input via the input unit When the configuration file is extracted from the storage means and the system stability evaluation report is generated by writing the responsibility points calculated in the sixth process to the template file, the customer points It is preferable that a system stability evaluation report can be automatically created by a simple operation of inputting failure data and a negligence ratio in the outsourcer.

  In the above invention, more specifically, the processing means inputs the weight and rank set for each characteristic item of the business system in place of the points set for the characteristic item of the business system. When input from the means, the point for each characteristic item of the business system is calculated by multiplying the weight and rank input via the input means.

  Furthermore, another collaboration level outsourcing operation support device of the present invention is a collaboration level outsourcing operation support device for supporting the performance of a collaboration outsourcing operation by an outsourcer, and information for specifying a worker who performs outsourcing, Input means for inputting the working time for which the worker is engaged for each operation service item of the business system to be outsourced, and worker skill coefficient data in which a skill coefficient corresponding to the skill of the worker is preset. A storage means having a table; a first process for extracting from the worker skill coefficient data table a skill coefficient corresponding to information for specifying an operator input via the input means; In the first entered work time The second process for calculating the actual work points for each operation service item by multiplying the skill coefficients extracted in the process, and the actual work points for each operation service item calculated in the second process Processing means for executing a third process for calculating a work point.

  According to such a configuration, it is possible to periodically review the outsourcing based on the total actual work points obtained by adding up the actual work points, and thus it is possible to realize an operation according to a change in the system environment. In addition, based on actual work points, which are objective numerical values, it is possible to adjust the periodic review of outsourcing between the customer and the outsourcer. As a result, operational improvement effects can be obtained by both the customer and the outsourcer, and the relationship of trust between the two is deepened. As a result, better outsourcing can be realized. In addition, calculation of actual work points reveals the actual deviation from the planned value, and appropriate measures can be taken. Furthermore, since the benefits obtained from operational improvements can be shared between customers and outsourcers, positive efforts for improvement can be expected.

  At this time, in the above invention, a template file of an actual work point report for evaluating an actual work status by an operator is stored in the storage unit, and the processing unit inputs the template file input via the input unit. A template file corresponding to the specified command is extracted from the storage means, and the actual work points for each operation service item calculated in the second process and the total actual value calculated in the third process are extracted from the storage unit. If the configuration is such that the actual work point report is generated by writing the work points, the actual work point report is obtained by inputting the information for identifying the worker in the outsourcer and the work time the worker has worked on. Can be automatically created.

  Further, the collaboration level outsourcing business support method of the present invention includes a point set for each characteristic item of the business system to be outsourced, a work volume set for each operational service item of the business system, and operation of the business system. An input means for inputting necessary skills required for each service item, a rank setting data table in which ranks corresponding to total points obtained by totaling points set for each characteristic item of the business system are set in advance, the rank Rank coefficient data table in which rank coefficients corresponding to ranks set in the setting table are set in advance, necessary skill coefficient data in which necessary skill coefficients corresponding to necessary skills for each operation service item of the business system are set in advance Storage means having a table and said input A collaboration level outsourcing operation support method for supporting the performance of a collaboration outsourcing operation by an outsourcer using processing means for performing predetermined processing based on information input by a stage and information stored in the storage means A first step of calculating a total point by summing up the points input via the input unit by the processing unit, and a rank corresponding to the total point calculated in the first step. A second step of extracting from the rank setting data table; a third step of extracting from the rank coefficient data table a rank coefficient corresponding to the rank extracted in the second step; and input via the input means. Required skills corresponding to required skills for each operational service item A fourth step of extracting a coefficient from the required skill coefficient data table, and a work volume for each operation service item input via the input means is multiplied by the required skill coefficient extracted in the fourth step. A fifth step of calculating work points for each operation service item, and an operation service for each operation service item by multiplying the rank coefficient extracted in the third step by the work point calculated in the fifth step. A sixth step of calculating item points and a seventh step of calculating the total operation service item points by adding the operation service item points for each operation service item calculated in the sixth step are executed. Is the method.

  Thus, according to the collaboration level outsourcing business support method of the present invention, the operation service item points are calculated based on the points for each characteristic item of the business system, the work volume necessary for operating the business system, and the necessary skills. Therefore, it is possible to eliminate personal elements related to operations. Also, by clarifying the rank, work volume, and required skills of each business system, the business content can be clarified. In this way, when outsourcing is performed, the customer and the outsourcer can agree on the basis of points, so that the contract content can be clarified and the scope of outsourcing can be clarified. Therefore, since it is only necessary for the outsourcer to carry out the work within a limited number of points, it is easy to rotate personnel and to incorporate new technologies. In addition, by setting the points by the customer, it is possible to set the rank in cooperation with the customer's corporate activities, so that the consent of the customer can be obtained and collaboration / outsourcing can be realized more smoothly. Is possible.

  At this time, the collaboration level outsourcing business support method of the present invention more specifically, the business system by multiplying the total operation service item points by the point unit price inputted through the input means by the processing means. It is a method of calculating the cost required for outsourcing.

  In the collaboration level outsourcing operation support method of the present invention, more preferably, the processing means extracts from the storage means a template file corresponding to a template file designation command input via the input means. In this method, the cost required for the outsourcing is written in the template file to generate an estimate or contract. According to this, it is possible to automatically create an estimate or contract by a simple operation of inputting points at a customer and inputting work volume and necessary skills at an outsourcer.

  In addition, another collaboration level outsourcing business support method of the present invention provides points set for each characteristic item of the business system to be outsourced, failure data generated in the business system, and when a failure occurs in the business system. A rank setting data table in which ranks corresponding to total points obtained by summing up points set for each characteristic item of the business system are set in advance; Storage means having a rank coefficient data table in which rank coefficients corresponding to ranks set in advance are set, a failure influence degree setting data table in which failure influence degrees corresponding to failure data generated in the business system are set in advance, and Input by the input means A collaboration level outsourcing operation support method for supporting the performance of a collaboration outsourcing operation by an outsourcer using processing means for performing predetermined processing based on information and information stored in the storage means, wherein the processing A first step of calculating a total point by summing the points input via the input means by means, and a rank corresponding to the total point calculated in the first step from the rank setting data table A second step of extracting, a third step of extracting a rank coefficient corresponding to the rank extracted in the second step from the rank coefficient data table, and failure data input via the input means. Corresponding fault impact level from the fault impact level setting data table A fourth step, a fifth step of calculating a failure point by multiplying the rank coefficient extracted in the third step by the failure influence degree extracted in the fourth step, and the fifth step And a sixth step of calculating a responsibility point by multiplying the fault point calculated in the step by the negligence ratio input via the input means.

  According to such a method, it is possible to quantify the evaluation of the outsourcing itself by measuring the service level based on the responsibility points. In addition, by incorporating service level measurement from the outsourcing stage, it becomes possible to appropriately and objectively evaluate the service level in the business system.

  At this time, in the collaboration level outsourcing operation support method of the present invention, more preferably, the processing means extracts from the storage means a template file corresponding to the template file designation command input via the input means. In addition, the system stability evaluation report is generated by writing the responsibility points calculated in the sixth step to the template file. According to this, it is possible to automatically create a system stability evaluation report by a simple operation of inputting points at a customer and inputting failure data and a negligence ratio at an outsourcer.

  Further, the collaboration level outsourcing business support method of the present invention more specifically has weights and ranks set for each characteristic item of the business system in place of points set for the characteristic items of the business system. When input from the input unit, the processing unit calculates a point for each characteristic item of the business system by multiplying the weight and rank input through the input unit.

  Furthermore, in another collaboration level outsourcing business support method of the present invention, information for identifying a worker who performs outsourcing, and a work time in which the worker is engaged for each operation service item of a business system to be outsourced are input. Input means for storing, storage means having a worker skill coefficient data table in which a skill coefficient corresponding to the skill of the worker is preset, information input by the input means, and the storage means stored in the storage means A collaboration level outsourcing service support method for supporting execution of a collaboration outsourcing service by an outsourcer using processing means for performing predetermined processing based on information, wherein the processing means passes through the input means. Information to identify the entered worker The first step of extracting the skill coefficient corresponding to the above from the worker skill coefficient data table, and the operation time input via the input means is multiplied by the skill coefficient extracted in the first step A second step of calculating actual work points for each service item, and a third step of calculating the total actual work points by summing the actual work points for each operation service item calculated in the second step; It is a method to execute.

  According to such a method, since the outsourcing can be periodically reviewed based on the total actual work points obtained by adding up the actual work points, the operation according to the change in the system environment can be realized. In addition, based on actual work points, which are objective numerical values, it is possible to adjust the periodic review of outsourcing between the customer and the outsourcer. As a result, operational improvement effects can be obtained by both the customer and the outsourcer, and the relationship of trust between the two is deepened. As a result, better outsourcing can be realized. In addition, calculation of actual work points reveals the actual deviation from the planned value, and appropriate measures can be taken. Furthermore, since the benefits obtained from operational improvements can be shared between customers and outsourcers, positive efforts for improvement can be expected.

  At this time, in the collaboration level outsourcing operation support method of the present invention, more preferably, the processing means extracts from the storage means a template file corresponding to the template file designation command input via the input means. And a method of generating an actual work point report by writing the actual work points for each operation service item calculated in the second step and the total actual work points calculated in the third step into the template file. is there. According to this, it is possible to automatically create an actual work point report by a simple work of inputting information for identifying the worker in the outsourcer and the work time in which the worker has been engaged.

  According to the present invention, the operation service item points are calculated based on the points for each characteristic item of the system, the work volume necessary for operating the business system, and the necessary skills. can do. Also, by clarifying the rank, work volume, and required skills of each business system, the business content can be clarified. In this way, when outsourcing is performed, the customer and the outsourcer can agree on the basis of points, so that the contract content can be clarified and the scope of outsourcing can be clarified. Therefore, since it is only necessary for the outsourcer to carry out the work within a limited number of points, it is easy to rotate personnel and to incorporate new technologies. In addition, by setting the points by the customer, it is possible to set the rank in cooperation with the customer's corporate activities, so that the consent of the customer can be obtained and collaboration / outsourcing can be realized more smoothly. Is possible.

  Further, according to the present invention, it is possible to quantify the evaluation of the outsourcing itself by measuring the service level based on the responsibility point. In addition, by incorporating service level measurement from the outsourcing stage, it becomes possible to appropriately and objectively evaluate the service level in the business system.

  Furthermore, according to the present invention, it is possible to periodically review outsourcing based on the total actual work points obtained by adding up the actual work points, so that operation according to changes in the system environment can be realized. In addition, based on actual work points, which are objective numerical values, it is possible to adjust the periodic review of outsourcing between the customer and the outsourcer. As a result, operational improvement effects can be obtained by both the customer and the outsourcer, and the relationship of trust between the two is deepened. As a result, better outsourcing can be realized. In addition, calculation of actual work points reveals the actual deviation from the planned value, and appropriate measures can be taken. Furthermore, since the benefits obtained from operational improvements can be shared between customers and outsourcers, positive efforts for improvement can be expected.

  Hereinafter, a collaboration level outsourcing service support apparatus according to the present invention will be described with reference to the drawings. It should be noted that members, arrangements, and the like described below do not limit the present invention, and it goes without saying that various modifications can be made in accordance with the spirit of the present invention.

  1 to 21 are views showing an embodiment of the present invention. FIG. 1 is a diagram illustrating a configuration of a collaboration level outsourcing service support apparatus. 2 to 12 are diagrams for explaining a method of creating an estimate or contract using the collaboration level outsourcing business support apparatus according to an embodiment of the present invention, and FIG. 2 is a collaboration level outsourcing business shown in FIG. FIG. 3 is a diagram showing a system point setting screen, FIG. 4 is a diagram showing a rank setting data table, and FIG. 5 is a diagram showing a rank coefficient data table. 6 is a diagram showing a necessary skill coefficient data table, FIG. 7 is an explanatory diagram showing data stored in the rank / point information storage area, FIG. 8 is a diagram showing a point mapping table by rank, and FIG. 9 is an estimate / contract. FIG. 10 is a diagram showing the flow of operations performed by the operator when creating a document. FIG. 10 shows the flow of processing up to the creation of an estimate / contract of the processing unit. FIG. 11 is a second explanatory diagram showing the flow of processing until an estimate / contract is created for the processing unit, and FIG. 12 is a process until the estimate / contract is created for the processing unit. It is the 3rd explanatory view showing the flow.

  13 to 18 are diagrams for explaining a method for measuring a service level using the collaboration level outsourcing business support apparatus according to an embodiment of the present invention, and FIG. 13 is a collaboration level outsourcing business support apparatus shown in FIG. FIG. 14 is an explanatory diagram showing data stored in the service level setting information storage area, FIG. 15 is a diagram showing a failure impact level setting data table, and FIG. 16 is a service level. FIG. 17 is a diagram showing a system, FIG. 17 is a diagram showing a system stability evaluation report, and FIG. 18 is an explanatory diagram showing a process flow until a system stability evaluation report of a processing unit is created.

  19 to 21 are diagrams for explaining a method for continuously reviewing service levels using the collaboration level outsourcing service support apparatus according to an embodiment of the present invention. FIG. 19 is a diagram illustrating collaboration level outsourcing shown in FIG. FIG. 20 is a diagram illustrating an actual work point report, and FIG. 21 is a diagram illustrating a flow of processing until an actual work point report is generated by the processing unit. is there.

(Configuration of collaboration level outsourcing business support device)
First, the configuration of the collaboration level outsourcing business support apparatus according to the present embodiment will be described with reference to FIG.
The collaboration level outsourcing operation support apparatus 1 according to the present embodiment is for supporting the performance of a collaboration outsourcing operation in the outsourcer in the collaboration level outsourcing in which the outsource performs an outsourcing operation in cooperation with a customer. Specifically, the collaboration level outsourcing business support apparatus 1 in this example is for supporting execution of an estimate / contract creation business, a service level measurement business, and a service level review business among the collaboration / outsourcing. Is. The collaboration level outsourcing business support apparatus 1 is configured by a so-called personal computer, and includes an input unit 10 as an input unit, a processing unit 20 as a processing unit, a storage unit 30 as a storage unit, and a display unit 40. The output unit 50 is a main component.

  As will be described later, the input unit 10 is for inputting various types of information and data, and includes a keyboard, a mouse, and the like. The processing unit 20 is configured by an arithmetic processing device including a CPU, a ROM, a RAM, and the like, and includes an estimate / contract creation function 21, a service level measurement function 22, and a service level review function 23. The estimate / contract creation function 21 is for creating an estimate and contract for a service provided by the outsourcer. As will be described later, the estimate document / contract document creation function 21 is configured to use a rank setting data table 31a, a rank coefficient data table 31b, and necessary skill coefficient data according to various information and data input via the input unit 10. In addition to reading the data determined by the table 31c, the data stored in the rank / point information storage area 32a and the template file storage area 32f are read, and an estimate or contract is created based on these data (FIG. 2). reference).

  The service level measurement function 22 is for creating a service level report 52 and a system stability evaluation report 53 which are indices for determining whether or not the service performed by the outsourcer is appropriate. As will be described later, the service level measurement function 22 uses a rank setting data table 31a, a rank coefficient data table 31b, and a failure impact setting data table 31d according to various information and data input via the input unit 10. In addition to reading the determined data, the data stored in the rank / point information storage area 32a, the service level setting information storage area 32b, the service level measurement information storage area 32c, and the template file 32f are read and based on these data. Then, a service level report 52 and a system stability evaluation report 53 are created (see FIG. 13).

  The service level review function 23 is for creating an actual work point report 54 used when reviewing the service provided by the outsourcer. As will be described later, the service level review function 23 reads data determined by the worker skill coefficient data table 31e according to various information and data input via the input unit 10, and stores set point information. Data stored in the area 32d, the actual work information storage area 32e, and the template file 32f is read, and an actual work point report 54 is created based on these data (see FIG. 19). Details regarding the estimate / contract creation function 21, the service level measurement function 22, and the service level review function 23 will be described together with the operation described later.

  The storage unit 30 includes a hard disk device that stores various data. In the storage unit 30, a rank setting data table 31a, a rank coefficient data table 31b, a necessary skill coefficient data table 31c, a failure influence degree setting data table 31d, and an operator skill coefficient data table 31e are built in advance. The storage unit 30 in this example includes a rank / point information storage area 32a, a service level setting information storage area 32b, a service level measurement information storage area 32c, a set point information storage area 32d, and an actual work information storage area 32e, A template file storage area 32f is provided. Various data are stored in these storage areas, as will be described later.

  The display unit 40 is configured by a liquid crystal display device or the like, and is configured to display information processed by the processing unit 20. The output unit 50 includes a printer or the like, and prints an estimate, a contract, a service level report 52, a system stability evaluation report 53, and an actual work point report 54 created by the processing unit 20, as will be described later. It is configured to be able to.

(How to create an estimate / contract)
Next, a method for creating an estimate / contract using the collaboration level outsourcing service support apparatus 1 according to the present embodiment will be described with reference to FIGS. 2 to 11.
Collaboration outsourcing is the operation and maintenance of infrastructure, such as facilities, hardware, and networks, and the operation and maintenance of business applications, and the setting and management of service levels for a wide range of operation outsourcing services in the computer system operation phase. This is an effective method. In particular, it is effective for operations that cannot be evaluated simply by operating rates, such as operation of business applications.

  In creating collaboration / outsourcing, in order to create an estimate / contract, first, the scope and system name of the target business system are set (step S11). In this example, a “distribution system” will be described as an example. When it is decided to perform outsourcing for the target business system, the collaboration level outsourcing business support apparatus 1 is activated. As a result, the processing unit 20 is activated, and a system point setting screen 41 as shown in FIG. 3 is displayed on the display unit 40.

  As shown in the figure, the system point setting screen 41 is provided with a display column 41a related to “system setting rank”, a display column 41b related to “service time”, and a display column 41c related to “operation service item”. Among these, “system setting rank” and “service time” correspond to the characteristic items of the business system according to the present invention. When a system name is input from the input unit 10, the system name is displayed at the top of the system point setting screen 41 displayed on the display unit 40. In this example, “distribution system” is displayed as an example.

  Next, the operation service item of the business system is set in the outsourcer (step S12). In this example, the operation service items are “normal operation monitoring work,” “confirmation of execution of normal operation processing, etc.”, “including meeting material creation”, “user support”, “disaster recovery work”, “business request” Use Response, Change Management, and Participation and Support for Development Projects. When the operation service items determined in this way are input from the input unit 10, these are displayed in the “operation service item” display field 41 c on the system point setting screen 41 as shown in FIG. 3.

  Subsequently, the rank of the target business system is set (step S13). The setting of the rank of the business system is determined by the points set for each characteristic item of the business system. Points about the characteristics of this business system are set by the customer. The business system characteristics at this time are “importance”, “emergency”, “maturity (unstable)”, “system scale / complexity”, “user scale”, “usage frequency” , “Operation service”, “failure recovery support”, “job monitoring”, and the like. In this example, “points” are set for the two types of “normal” and “priority” in consideration of the normal month and the busy month for the business system characteristics (see FIG. 3).

  At this time, for the “importance”, “emergency”, “maturity (unstable)”, “system scale / complexity”, “user scale”, and “usage frequency”, points are directly input by the customer. However, in this example, weighting is performed instead of setting points uniformly. That is, the weight and the rank are set by the customer, and the points are calculated by multiplying the weight and the rank. The weight and rank at this time can be set in the range of “1-5”. The weight and rank are set so as to increase as the characteristics become important. For "operation service", "failure recovery support", and "job monitoring", points are set directly by the customer without weighting. The point at this time can be set in the range of “1 to 4”. The points at this time are “4” for “24 hours”, “3” for “24 hours on weekdays”, and “2” for “8: 00-20: 00 (quasi-core)”. , “1” is set when “8: 45-17: 30 (core)”.

  Then, the characteristics, weight, rank, and points of the business system set by the customer as described above are input from the input unit 10. The input operation at this time may be performed by an outsourcer, or may be input by a customer through a telecommunication line. Here, in this example, the weight of “importance”, “emergency”, “maturity (unstable)”, “system scale / complexity”, “user scale”, “usage frequency” depends on the customer. “3”, “3”, “3”, “2”, “1”, “2” are set, respectively, and “Rank” is “5”, “5”, “3”, “4”, “4” ”And“ 5 ”. In addition, points of “operation service”, “failure recovery support”, and “job monitoring” are set to “1”, “3”, and “3”, respectively. Note that the setting of the weight, rank, and points for “priority” is determined by the customer as in the case of “normal”, and the description thereof is omitted.

  Then, the data input from the input unit 10 is output to the processing unit 20 as described above. The processing unit 20 calculates points for “importance”, “emergency”, “maturity (unstable)”, “system scale / complexity”, “user scale”, and “usage frequency”. (Step S13-1). At this time, the points are calculated by point = weight × rank. As a result, the points of “importance”, “emergency”, “maturity (unstable)”, “system scale / complexity”, “user scale”, and “usage frequency” are “15”. , “15”, “9”, “8”, “4”, “10”. The point status is displayed in the “system setting rank” display field 41a and the “service time” display field 41b on the system point setting screen 41 (see FIG. 3).

  Subsequently, the processing unit 20 calculates the total points for the characteristic items of the business system (step S13-2). In other words, “importance”, “emergency”, “maturity (unstable)”, “system scale / complexity”, “user scale”, “frequency of use”, “operation service”, “disaster recovery support” ”And“ job monitoring ”are calculated as a total of points. In this example, the total point for the characteristics of the business system is “68”. As a result, the total point “68” is displayed in the “total points” display field 41d on the system point setting screen 41 (see FIG. 3).

  Then, the rank of the business system is extracted based on the total points in the processing unit 20 (step S13-3). That is, the processing unit 20 reads the rank setting data table 31a stored in advance in the storage unit 30, and extracts the rank corresponding to the total points from the rank setting data table 31a. Here, in the rank setting data table 31a of this example, as shown in FIG. 4, “60 points or more”, “52-59 points”, “44-51 points”, “39— Ranks “S”, “A”, “B”, “C”, “D”, and “E” are set to correspond to “43 points”, “35-38 points”, and “34 points or less”, respectively. ing. In this example, as described above, since the total point for the characteristics of the business system is “68”, the rank “S” is extracted. As a result, the rank “S” is displayed in the “rank” display field 41e on the system point setting screen 41 (see FIG. 3).

  Subsequently, a rank coefficient corresponding to the rank extracted as described above is extracted (step S13-4). That is, the processing unit 20 reads the rank coefficient data table 31b stored in advance in the storage unit 30, and extracts rank coefficients corresponding to the ranks from the rank coefficient data table 31b. Here, in the rank coefficient data table 31b of this example, as shown in FIG. 5, the business system ranks “S”, “A”, “B”, “C”, “D”, and “E” are displayed. Coefficients “1.5”, “1.4”, “1.3”, “1.2”, “1.1”, and “1.0” are set so as to correspond to each other. In this example, as described above, since the rank for the characteristics of the business system is “S”, the coefficient “1.5” is extracted. As a result, the rank coefficient “1.5” is displayed in the “rank coefficient” display field 41 f of the system point setting screen 41 (see FIG. 3).

  Next, a work volume and necessary skills are set for the target business system (step S14). The work volume is the coefficient of work time required to clear the service level, and the required skill is the coefficient for the skill of personnel required to clear the service level. is there. At this time, the work volume and required skills are set by the outsourcer. Note that the work volume is set based on the time required for operation in consideration of the corresponding time zone for each operation work item. The required skills are set based on skills required for each work based on business knowledge, years of experience, qualifications, etc. The work volume can be set in the range of “1-10”, and the necessary skill can be set in the range of “1-5”. At this time, the work volume is set to increase as the work amount increases, and the necessary skill is set to increase as the work becomes more difficult. Then, the work volume and necessary skills for the business system set by the outsourcer as described above are input from the input unit 10.

  In this example, in the operation service item, “confirmation of execution of normal operation processing”, “conference material creation”, “user support”, “failure recovery work”, “business request response”, “change management”, “ Work volume “8”, “3”, “5”, “10”, “2”, “2”, “2” is set for “participation / support for development project”, and necessary skill “3” , “3”, “4”, “4”, “3”, “2”, “4”, respectively. These setting statuses are displayed in the display column 41c regarding the “operation service item” on the system point setting screen 41 (see FIG. 3).

  When the required skill is input to the processing unit 20 via the input unit 10 as described above, the processing unit 20 extracts a required skill coefficient corresponding to the required skill (step S14-1). That is, the processing unit 20 reads the necessary skill coefficient data table 31c stored in advance in the storage unit 30, and extracts the necessary skill coefficient corresponding to the necessary skill from the necessary skill coefficient data table 31c. Here, in the necessary skill coefficient data table 31c of this example, as shown in FIG. 6, it corresponds to the necessary skills “5”, “4”, “3”, “2”, “1”, respectively. , Coefficients “1.7”, “1.5”, “1.3”, “1.2”, “1.1”, “1.0” are set. In this example, as described above, “confirmation meeting for normal operation processing”, “conference material creation”, “user support”, “failure recovery work”, “business request response”, “change management”, “development project” Necessary skills for “participation and support” are set to “3”, “3”, “4”, “4”, “3”, “2”, “4”, respectively. "1.3", "1.3", "1.5", "1.5", "1.3", "1.3", "1.2", "1.5" as skill coefficients Is extracted.

  Subsequently, the processing unit 20 calculates a work point for each operation service item based on the work volume set as described above and the required skill coefficient (step S14-2). The work point at this time is calculated by work point = work volume × necessary skill coefficient. As a result, as shown in FIG. 3, “confirmation meeting for normal operation processing”, “conference material creation”, “user support”, “failure recovery work”, “business request response”, “change management”, “development” The respective work points of “participation and support for the project” are “10.4”, “3.9”, “7.5”, “15.0”, “2.6”, “2.4”, “3.0”.

  Next, the processing unit 20 calculates operation service item points for each operation service item based on the work points for each operation service item calculated as described above and the rank coefficient of the business system (step S14-). 3). The operation service item point at this time is calculated by operation service item point = work point × rank coefficient. As a result, as shown in FIG. 3, “confirmation meeting for normal operation processing”, “conference material creation”, “user support”, “failure recovery work”, “business request response”, “change management”, “development” The operation service item points of “participation and support for project” are “15.6”, “5.9”, “11.3”, “22.5”, “3.9”, “3.6”. ”,“ 4.5 ”.

  Then, the processing unit 20 calculates the total of each of the operation service item points, and adds up the total operation service item points (step S14-4). In this example, the operation service item points are “15.6”, “5.9”, “11.3”, “22.5”, “3.9”, “3.6”, “4.5”, respectively. Therefore, the total operation service item point is “68”. The system name, business system operation service items, business system characteristics, operation service items, operation service item points, total operation service item points, etc. entered in this way are ranked and point information for each target business system. All are stored in the storage area 32a (see FIGS. 2 and 7).

  Then, the rank-specific point mapping table 51 as shown in FIG. 8 is created in the processing unit 20 based on the business system rank and the total operation service item points set as described above (step S14-). 5). This rank-specific point mapping table 51 is a table in which total points of business systems calculated in the past are tabulated by rank. The ranks “S”, “A”, “B”, “C”, “D”, and “E” are displayed in the display column 51 a that displays “rank”. The display column 51b for displaying “business system” is divided into “normal month” and “priority month”, and the names of business systems performed so far are displayed according to the total operation service item points. Yes. In this example, a rank-specific point mapping table editing screen that can edit the rank-specific point mapping table 51 can be displayed on the display unit 40.

  In this way, by displaying the rank-specific point mapping table 51 on the rank-specific point mapping table editing screen, it is possible to perform relative evaluation on the operation service item points of each business system performed by the outsourcer so far. That is, the outsourcer can perform a relative evaluation by comparing the total operational service item points of the business system calculated as described above with the total operational service item points of other business systems accumulated so far. It is. Then, after performing the relative evaluation, it is possible to make a fine adjustment of the rank, work volume, etc. by examining whether the calculated total operation service item points of the business system are appropriate (step S15). The rank-specific point mapping table 51 can also be used for the purpose of discovery of waste and optimization of investment by finding highly effective operation improvement points and relative evaluation of the system. Further, the rank-specific point mapping table 51 can be edited on the rank-specific point mapping table editing screen.

  Then, the outsourcer switches the screen displayed on the display unit 40 to the estimate / contract editing screen, and inputs the point unit price of the total operation service item points from the input unit 10. At the same time, items necessary for the estimate / contract are input from the input unit 10 (step S16). The processing unit 20 calculates the cost required for outsourcing by multiplying the total points calculated as described above by a point unit price determined in advance per point (step S16-1). Further, the processing unit 20 extracts a template file corresponding to the template file designation command input via the input unit 10 from the template file storage area 32f of the storage unit 30, and requires the template file for the above-mentioned outsourcing. Write the cost and generate an estimate or contract (step S16-2). Then, in response to a request from the operator, data is generated to print an estimate or contract including the cost for the business system in a predetermined format, and this data is output to the output unit 50 (step S16). -3). When the output unit 50 receives the data, the output unit 50 prints an estimate or a contract having a predetermined format.

  As described above, according to the present embodiment, the operation service item points are calculated based on the points for each characteristic item of the business system, the work volume necessary for operating the business system, and the necessary skills. Human factors can be eliminated. Also, by clarifying the rank, work volume, and required skills of each business system, the business content can be clarified. In this way, when outsourcing is performed, the customer and the outsourcer can agree on the basis of points, so that the contract content can be clarified and the scope of outsourcing can be clarified. Therefore, since it is only necessary for the outsourcer to carry out the work within a limited number of points, it is easy to rotate personnel and to incorporate new technologies. In addition, by setting the points by the customer, it is possible to set the rank in cooperation with the customer's corporate activities, so that the consent of the customer can be obtained and collaboration / outsourcing can be realized more smoothly. Is possible.

(How to measure service level)
Next, a method for measuring a service level using the collaboration level outsourcing service support apparatus 1 according to the present embodiment will be described with reference to FIGS. 13 to 18.
After determining the implementation contents of collaboration outsourcing as described above, it is necessary to determine whether or not the service provided by collaboration outsourcing is appropriate. Examples of an index for determining whether or not a service provided by collaboration / outsourcing is appropriate include a service level for each rank in the target business system, stability in the business system, and the like. In addition, it is also effective to use a customer satisfaction survey that is generally conducted.

  In this example, in order to determine whether or not the service provided by outsourcing is appropriate, a service level is set for each rank in the target business system. Thus, if the service level for each rank in the target business system is set, the outsourcer will endeavor to maintain the service level in order to clear the initial level of the business system. Items of the service level at this time are, for example, the system operation rate, the failure recovery time and the in-hour recovery rate, the number of inquiries, the inquiry response time and the inquiry response ratio, the number of business requests, and the server operation rate.

  First, in order to set the service level for each rank in the target business system, as shown in FIG. 13, failure data obtained by performing collaboration / outsourcing (for example, system name, system downtime, failure responsibility) Failure cause), inquiry data (for example, system name, requester, request content, reception time, response end time) and business request data (for example, system name, requester, request content, reception time, response end time) ) Is input from the input unit 10. In this way, failure data, inquiry data, and business request data that are input every time collaboration / outsourcing is performed are sequentially stored in the service level measurement information storage area 32c for each target business system.

  In addition, every time collaboration / outsourcing is performed, the processing unit 20 calculates a system operation rate, a failure recovery time and an in-time recovery rate, an inquiry response number, an inquiry response time and an inquiry response rate, a number of business requests, and a server operation rate. Is done. At this time, system operation rate, failure recovery time and in-time recovery rate, number of inquiries, inquiry response time and inquiry response ratio, number of business requests, and server operation rate are calculated for each rank of business systems that have been collaborated / outsourced. (See FIG. 14). The system operation rate, failure recovery time and in-time recovery rate, inquiry response number, inquiry response time and inquiry response rate, business request number, and server operation rate calculated in this way are stored in the service level setting information of the storage unit 30. It is accumulated in the area 32b (see FIG. 13). The system operation rate, failure recovery time and in-hour recovery rate, inquiry response number, inquiry response time and inquiry response rate, number of business requests, and server operation rate can be confirmed on the display unit 40.

  In this example, in order to confirm whether or not the service level of the target business system is maintained, a service level report 52 is created (see FIG. 16). That is, when a service level report 52 creation command is input to the processing unit 20 via the input unit 10, the processing unit 20 reads information stored in the service level measurement information storage area 32 c of the storage unit 30 and reads the service level report 52. Create In the service level report 52, items related to "problem management", items related to "change management", items related to "SO (service order) management", and "working days" are tabulated monthly, and the total number of those years is calculated. Calculated.

  Here, items related to “problem management” are roughly classified into “number of registered users”, “phone response”, “example”, “troubleshooting”, and “OA system immediate response rate”. Furthermore, “telephone response” is roughly divided into “number of telephone receptions”, “average response time”, “response ratio”, “number of invalid telephone calls”, and “invalid telephone ratio”. “Case examples” are broadly divided into “number of created cases” and “number of completed cases”, and “trouble shooting” is broadly divided into “time” and “target achievement rate”. In addition, items related to “change management” and items related to “SO (service order) management” are roughly divided into “number of received cases” and “number of completed cases”, respectively. The target value is set based on the experience of the outsourcer. “N / A” is an abbreviation for NOT Applicable and means that a target value is not set.

  The service level report 52 can be confirmed or edited on the service level report 52 editing screen of the display unit 40. The service level report 52 is printed from the output unit 50 and reported to the customer as a document. The service level report 52 thus created can be used as an index for determining whether or not the service provided by collaboration outsourcing is appropriate.

  Furthermore, in this example, in order to determine whether or not the service provided by outsourcing is appropriate, the stability of the system is evaluated. Specifically, a system stability evaluation report 53 as shown in FIG. 17 is created. The system stability evaluation report 53 has columns for entering “operation / function”, “system rank”, “failure impact”, “failure point”, “failure rate”, “responsibility point”, and “failure cause”. It has been. The system stability evaluation report 53 is stored in the rank setting data table 31a, the rank coefficient data table 31b, the failure influence degree setting data table 31d, the rank / point information storage area 32a, and the service level measurement information storage area 32c of the storage unit 30. It is created based on the processed data. In the failure impact level setting data table 31d, as shown in FIG. 15, the “failure impact level” is divided into “5”, “4”, “3”, “2”, “1”, “0”. These categories include “24 hours or more”, “12 hours to 24 hours”, “less than 6 to 12 hours”, “less than 3 to 6 hours”, “ “Less than 0 to 3 hours” and “no function stop” are associated with each other.

  In order to create the system stability evaluation report 53 when measuring the service level in collaboration / outsourcing, first, a template file designation command is input to the input unit 10. Thus, the processing unit 20 extracts a template file corresponding to the template file designation command input via the input unit 10 from the template file storage area 32f (step S21). Subsequently, the operator inputs information for specifying the target business system to the input unit 10. As a result, the processing unit 20 extracts rank / point information related to the target business system from the rank / point information storage area 32a of the storage unit 30 (step S22). Subsequently, the processing unit 20 extracts a rank corresponding to the total point from the rank setting data table 31a based on the total point calculated from the rank / point information previously input from the input unit 10 (step S23). Further, the rank coefficient corresponding to this rank is extracted from the rank coefficient data table 31b (step S24).

  Then, the processing unit 20 extracts the failure data (in this case, the system stop time) input via the input unit 10 from the service level measurement information storage area 32c as described above, and corresponds to these failure data. The failure influence degree is extracted from the failure influence degree setting data table 31d (step S25). Subsequently, the processing unit 20 calculates a failure point by multiplying the rank coefficient extracted in the above processing by the failure influence degree (step S26). The negligence rate is entered by the outsourcer. When the negligence ratio is input by the outsourcer, the processing unit 20 calculates responsibility points (step S27). Responsibility points are calculated as failure points x negligence. The cause of the failure is input as necessary in the outsourcer.

  The processing unit 20 adds the “rank”, “rank coefficient”, “failure impact level”, “failure point”, “fault ratio”, “responsibility” obtained in each process to the template file extracted as described above. “Point” and “Cause of failure” are written in the system stability evaluation report 53. When there are a plurality of target business systems, these processes are repeated, and a list is displayed for each business system as shown in FIG. In this case, the processing unit 20 calculates the sum of responsibility points (step S28) and displays it on the system stability evaluation report 53. In this way, the processing unit 20 generates the system stability evaluation report 53 (step S29).

  The system stability evaluation report 53 can be confirmed on the system stability evaluation report editing screen of the display unit 40. The system stability evaluation report 53 is printed from the output unit 50 and reported to the customer as a document. The system stability evaluation report 53 created in this way can be used as an index for determining whether or not the service provided by collaboration outsourcing is appropriate. When the service level is not achieved, the correspondence between the customer and the outsourcer is determined.

  Thus, according to this embodiment, it is possible to quantify the evaluation of the outsourcing itself by measuring the service level based on the responsibility point. In addition, by incorporating service level measurement from the outsourcing stage, it becomes possible to appropriately and objectively evaluate the service level in the business system.

(How to review the service level)
Next, a method for continuously reviewing the service level using the collaboration level outsourcing service support apparatus 1 according to the present embodiment will be described with reference to FIGS.
Periodic review is essential to continue collaboration and outsourcing. At present, the speed of changes in the social environment and IT technology is fast, and the outsourcing targets are affected and changed. Actually, it is essential to review every six months and every year, and it is necessary to deal with changes that occur during the contract period. In order to smoothly accept this change between the customer and the outsourcer, it is necessary to grasp the actual situation, improve the operation for low cost / high quality, and maintain the WIN-WIN relationship between the customer and the outsourcer.

  Therefore, in this example, the actual work point report 54 is created by collecting the actual points based on the actual operating time of the outsourcer. First, each time an individual in the outsourcer finishes the work, he / she inputs work data (worker, system name, item-specific work time) to the input unit 10. The item-specific work time corresponds to the actual work time corresponding to each operation service item. These work data are stored in the actual work information storage area 32e of the storage unit 30. When the actual work point report 54 creation instruction is input to the input unit 10, the processing unit 20 stores a template file corresponding to the template file designation command input via the input unit 10 in the template file storage area of the storage unit 30. Extracted from 32f (step S31).

  Further, the processing unit 20 extracts the work data of the corresponding personnel from the actual work information storage area 32e (step S32), and for each individual personnel defined in the worker skill coefficient data table 31e based on this work data. The skill coefficient is extracted (step S33). The skill coefficient is set in advance based on the work knowledge, the years of experience, the qualifications, etc. of the personnel. Subsequently, the processing unit 20 calculates an actual work point (step S34). At this time, the actual work point is calculated by actual work point = item-specific work time × skill coefficient.

  Then, the processing unit 20 calculates the total of actual work points calculated for each operation service item as described above (step S35). Further, the processing unit 20 extracts a set point from the set point information storage area 32d of the storage unit 30 based on a symmetrical business system (step S36). Then, the processing unit 20 sequentially arranges and writes them in the actual work point report 54 so that the set points correspond to the actual work points for each person. In this way, the actual work point report 54 is created (step S37). In the actual work point report 54, the “actual work point” and the “set point” calculated as described above are displayed side by side (see FIG. 20). The actual work point report 54 is printed from the output unit 50 and reported to the outsourcer. As a result, the outsourcer can periodically review the collaboration / outsourcing.

  In other words, when the actual work point exceeds the set point, the work efficiency by the outsourcer personnel is poor. On the other hand, if the actual work point continues to exceed the set point, the set point is strictly set for the actual work. In this way, the outsourcer implements operational improvements for the purpose of reducing operational costs and improving operational quality by periodically reviewing when collaborative outsourcing is continued. The effect can be measured by evaluating the actual work point described above. When some operational improvements are made and a cost reduction effect appears, it is returned to both the customer and the outsourcer at the next periodic review of collaboration and outsourcing. In the return method, a reduction in service fee corresponding to half of the reduced cost is secured for the customer, and a profit equivalent to half of the cost is secured for the outsourcer.

  As described above, according to the present embodiment, since the outsourcing can be periodically reviewed based on the total actual work points obtained by adding up the actual work points, the operation according to the change in the system environment can be realized. . In addition, based on actual work points, which are objective numerical values, it is possible to adjust the periodic review of outsourcing between the customer and the outsourcer. As a result, operational improvement effects can be obtained by both the customer and the outsourcer, and the relationship of trust between the two is deepened. As a result, better outsourcing can be realized. In addition, calculation of actual work points reveals the actual deviation from the planned value, and appropriate measures can be taken. Furthermore, since the benefits obtained from operational improvements can be shared between customers and outsourcers, positive efforts for improvement can be expected.

As described above, according to the present embodiment, the following effects are obtained.
(B) According to the present embodiment, the operation service item points are calculated based on the points for each characteristic item of the business system, the work volume necessary for operating the business system, and the necessary skills. Can eliminate the elements. Also, by clarifying the rank, work volume, and required skills of each business system, the business content can be clarified. In this way, when outsourcing is performed, the customer and the outsourcer can agree on the basis of points, so that the contract content can be clarified and the scope of outsourcing can be clarified. Therefore, since it is only necessary for the outsourcer to carry out the work within a limited number of points, it is easy to rotate personnel and to incorporate new technologies. In addition, by setting the points by the customer, it is possible to set the rank in cooperation with the customer's corporate activities, so that the consent of the customer can be obtained and collaboration / outsourcing can be realized more smoothly. Is possible.

  (B) Further, according to the present embodiment, it is possible to quantify the evaluation of the outsourcing itself by measuring the service level based on the responsibility point. In addition, by incorporating service level measurement from the outsourcing stage, it becomes possible to appropriately and objectively evaluate the service level in the business system.

  (C) Furthermore, according to the present embodiment, since the outsourcing can be periodically reviewed based on the total actual work points obtained by adding up the actual work points, operation according to changes in the system environment is realized. it can. In addition, based on actual work points, which are objective numerical values, it is possible to adjust the periodic review of outsourcing between the customer and the outsourcer. As a result, operational improvement effects can be obtained by both the customer and the outsourcer, and the relationship of trust between the two is deepened. As a result, better outsourcing can be realized. In addition, calculation of actual work points reveals the actual deviation from the planned value, and appropriate measures can be taken. Furthermore, since the benefits obtained from operational improvements can be shared between customers and outsourcers, positive efforts for improvement can be expected.

It is a figure which shows the structure of the collaboration level outsourcing operation | work support apparatus which concerns on this embodiment. It is explanatory drawing which shows a mode that a quotation and a contract are produced by the collaboration level outsourcing operation | work support apparatus shown in FIG. It is a figure which shows the system point setting screen which concerns on this embodiment. It is a figure which shows the rank setting data table which concerns on this embodiment. It is a figure which shows the rank coefficient data table which concerns on this embodiment. It is a figure which shows the required skill coefficient data table which concerns on this embodiment. It is explanatory drawing which shows the data memorize | stored in the rank point information storage area which concerns on this embodiment. It is a figure which shows the point mapping table classified by rank which concerns on this embodiment. It is a figure which shows the flow of operation | movement by the operator when producing the estimate and contract based on this embodiment. It is a 1st explanatory view showing the flow of processing until it creates an estimate and contract of a processing part concerning this embodiment. It is the 2nd explanatory view showing the flow of processing until it creates a quote / contract of a processing part concerning this embodiment. It is a 3rd explanatory view which shows the flow of a process until it produces the estimate document / contract of the process part which concerns on this embodiment. It is explanatory drawing which shows a mode that a service level is measured by the collaboration level outsourcing operation | work assistance apparatus shown in FIG. It is explanatory drawing which shows the data memorize | stored in the service level setting information storage area which concerns on this embodiment. It is a figure which shows the fault influence degree setting data table which concerns on this embodiment. It is a figure which shows the service level report which concerns on this embodiment. It is a figure which shows the system stability evaluation report which concerns on this embodiment. It is explanatory drawing which shows the flow of a process until producing the system stability evaluation report of the process part which concerns on this embodiment. It is explanatory drawing which shows a mode that the service level is reviewed by the collaboration level outsourcing operation | work support apparatus shown in FIG. It is a figure which shows the actual work point report which concerns on this embodiment. It is explanatory drawing which shows the flow of a process until producing the actual work point report of the process part which concerns on this embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Collaboration level outsourcing business support apparatus 10 Input part 20 Processing part 21 Estimate / contract preparation function 22 Service level measurement function 23 Function 30 Storage part 40 Display part 41 System point setting screen 50 Output part 51 Rank-specific point mapping table 52 Service Level report 53 System stability evaluation report 54 Actual work point report

Claims (16)

A collaboration level outsourcing business support device for supporting the performance of a collaboration outsourcing business by an outsourcer,
To enter the points set for each characteristic item of the business system to be outsourced, the work volume set for each operational service item of the business system, and the necessary skills required for each operational service item of the business system Input means;
Rank setting data table in which ranks corresponding to the total points obtained by summing up the points set for each characteristic item of the business system are preset, rank coefficients corresponding to the ranks set in the rank setting table are preset A storage means having a rank coefficient data table, a necessary skill coefficient data table in which necessary skill coefficients corresponding to necessary skills for each operation service item of the business system are set in advance;
A first process for calculating the total points by summing up the points input via the input means; a second for extracting a rank corresponding to the total points calculated in the first process from the rank setting data table; Processing, third processing for extracting rank coefficients corresponding to the rank extracted in the second processing from the rank coefficient data table, corresponding to necessary skills for each operation service item input through the input means A required skill coefficient to be extracted from the required skill coefficient data table; a work volume for each operation service item input via the input means is multiplied by the required skill coefficient extracted in the fourth process; In addition, the fifth process for calculating the work point for each operation service item, the rank relation extracted in the third process The sixth process of calculating the operation service item point for each operation service item by multiplying the work point calculated in the fifth process with the operation service item for each operation service item calculated in the sixth process Processing means for executing a seventh process of calculating the total operation service item points by summing up the points;
A collaboration level outsourcing business support device characterized by comprising:   2. The collaboration according to claim 1, wherein the processing unit calculates a cost required for outsourcing the business system by multiplying the total operation service item points by a point unit price input through the input unit. Level outsourcing business support equipment. The storage means stores a template file of an estimate or contract,
The processing means extracts a template file corresponding to the template file designation command input via the input means from the storage means, and writes a cost required for the outsourcing into the template file, 3. The collaboration level outsourcing business support apparatus according to claim 2, wherein a contract is generated. A collaboration level outsourcing business support device for supporting the performance of a collaboration outsourcing business by an outsourcer,
An input means for inputting a point set for each characteristic item of the business system to be outsourced, failure data generated in the business system, a fault ratio of the outsourcer when a failure occurs in the business system;
Rank setting data table in which ranks corresponding to the total points obtained by summing up the points set for each characteristic item of the business system are preset, rank coefficients corresponding to the ranks set in the rank setting table are preset Storage means having a rank coefficient data table, a failure influence degree setting data table in which a failure influence degree corresponding to the failure data generated in the business system is preset;
A first process for calculating the total points by summing up the points input via the input means; a second for extracting a rank corresponding to the total points calculated in the first process from the rank setting data table; Process, a third process for extracting a rank coefficient corresponding to the rank extracted in the second process from the rank coefficient data table, and a fault influence degree corresponding to the fault data input through the input means. A fifth process for calculating a failure point by multiplying the rank coefficient extracted in the fourth process extracted from the failure influence degree setting data table and the third process by the failure influence degree extracted in the fourth process. Process, the failure point calculated in the fifth process is multiplied by the negligence ratio input through the input means to obtain the responsibility point And processing means for executing a sixth of the process of leaving,
A collaboration level outsourcing business support device characterized by comprising: The storage means stores a system stability evaluation report template file for evaluating system stability,
The processing means extracts a template file corresponding to the template file designation command input via the input means from the storage means, and assigns the responsibility points calculated in the sixth process to the template file. 5. The collaboration level outsourcing operation support apparatus according to claim 4, wherein the system stability evaluation report is generated by writing.   When the weight and rank set for each characteristic item of the business system are input from the input means instead of the points set for each characteristic item of the business system, the processing means 6. The collaboration level outsourcing business support according to claim 1, wherein a point for each characteristic item of the business system is calculated by multiplying the weight and the rank inputted via the network. apparatus. A collaboration level outsourcing business support device for supporting the performance of a collaboration outsourcing business by an outsourcer,
Information for identifying a worker who performs outsourcing, input means for inputting the working time of the worker for each operation service item of the business system to be outsourced;
Storage means having a worker skill coefficient data table in which skill coefficients corresponding to the skills of the workers are preset;
A first process of extracting from the worker skill coefficient data table a skill coefficient corresponding to information for identifying the worker input via the input means, and a work time input via the input means The second process of calculating the actual work points for each operation service item by multiplying the skill coefficients extracted in the first process, and the total of the actual work points for each operation service item calculated in the second process Processing means for executing a third process for calculating the total actual work points,
A collaboration level outsourcing business support device characterized by comprising: The storage means stores a template file of an actual work point report for evaluating an actual work situation by an operator,
The processing means extracts a template file corresponding to the template file designation command input via the input means from the storage means, and stores each template for each operation service item calculated in the second processing in the template file. The collaboration level outsourcing operation support apparatus according to claim 7, wherein an actual work point report is generated by writing the actual work points and the total actual work points calculated in the third process. To enter the points set for each characteristic item of the business system to be outsourced, the work volume set for each operational service item of the business system, and the necessary skills required for each operational service item of the business system Input means;
Rank setting data table in which ranks corresponding to the total points obtained by summing up the points set for each characteristic item of the business system are preset, rank coefficients corresponding to the ranks set in the rank setting table are preset A storage means having a rank coefficient data table, a necessary skill coefficient data table in which necessary skill coefficients corresponding to necessary skills for each operation service item of the business system are set in advance;
Collaboration level outsourcing service support for supporting the performance of collaboration outsourcing work by an outsourcer using processing means for performing predetermined processing based on information input by the input means and information stored in the storage means A method,
By the processing means,
A first step of calculating the total points by summing the points input via the input means;
A second step of extracting a rank corresponding to the total points calculated in the first step from the rank setting data table;
A third step of extracting from the rank coefficient data table a rank coefficient corresponding to the rank extracted in the second step;
A fourth step of extracting a required skill coefficient corresponding to the required skill for each operation service item input via the input means from the required skill coefficient data table;
A fifth step of calculating a work point for each operational service item by multiplying the work volume for each operational service item input via the input means by the necessary skill coefficient extracted in the fourth step;
A sixth step of calculating operation service item points for each operation service item by multiplying the rank coefficient extracted in the third step by the work point calculated in the fifth step;
A seventh step of calculating a total operation service item point by totaling the operation service item points for each operation service item calculated in the sixth step;
Collaboration level outsourcing business support method characterized by executing   10. The collaboration according to claim 9, wherein the processing means calculates the cost required for outsourcing the business system by multiplying the total operational service item points by the point unit price input via the input means. Level outsourcing support method.   The processing unit extracts a template file corresponding to the template file designation command input via the input unit from the storage unit, and writes the cost required for the outsourcing into the template file. 11. The collaboration level outsourcing business support method according to claim 10, wherein a contract is generated. An input means for inputting a point set for each characteristic item of the business system to be outsourced, failure data generated in the business system, a fault ratio of the outsourcer when a failure occurs in the business system;
Rank setting data table in which ranks corresponding to the total points obtained by summing up the points set for each characteristic item of the business system are preset, rank coefficients corresponding to the ranks set in the rank setting table are preset Storage means having a rank coefficient data table, a failure influence degree setting data table in which a failure influence degree corresponding to the failure data generated in the business system is preset;
Collaboration level outsourcing service support for supporting the performance of a collaboration outsourcing work by an outsourcer using processing means for performing predetermined processing based on information input by the input means and information stored in the storage means A method,
By the processing means,
A first step of calculating the total points by summing the points input via the input means;
A second step of extracting a rank corresponding to the total points calculated in the first step from the rank setting data table;
A third step of extracting from the rank coefficient data table a rank coefficient corresponding to the rank extracted in the second step;
A fourth step of extracting a failure impact level corresponding to the failure data input via the input means from the failure impact level setting data table;
A fifth step of calculating a failure point by multiplying the rank coefficient extracted in the third step by the failure influence degree extracted in the fourth step;
A sixth step of calculating a responsibility point by multiplying the failure point calculated in the fifth step by a negligence ratio input via the input means;
Collaboration level outsourcing business support method characterized by executing   The processing means extracts from the storage means a template file corresponding to the template file designation command inputted via the input means, and the responsibility point calculated in the sixth step is added to the template file. 13. The collaboration level outsourcing operation support method according to claim 12, wherein the system stability evaluation report is generated by writing.   When the weight and rank set for each characteristic item of the business system are input from the input means instead of the points set for the characteristic items of the business system, the input means 14. The collaboration level outsourcing business support according to claim 9, wherein a point for each characteristic item of the business system is calculated by multiplying the weight and the rank inputted via the network. Method. Information for identifying a worker who performs outsourcing, input means for inputting the working time of the worker for each operation service item of the business system to be outsourced;
Storage means having a worker skill coefficient data table in which skill coefficients corresponding to the skills of the workers are preset;
Collaboration level outsourcing service support for supporting the performance of collaboration outsourcing work by an outsourcer using processing means for performing predetermined processing based on information input by the input means and information stored in the storage means A method,
By the processing means,
A first step of extracting, from the worker skill coefficient data table, a skill coefficient corresponding to information for specifying the worker input via the input means;
A second step of calculating an actual work point for each operation service item by multiplying the work time input via the input means by the skill coefficient extracted in the first step;
A third step of calculating the total actual work points by totaling the actual work points for each operation service item calculated in the second step;
Collaboration level outsourcing business support method characterized by executing   The processing unit extracts a template file corresponding to the template file designation command input via the input unit from the storage unit, and stores the template file for each operation service item calculated in the second step. 16. The collaboration level outsourcing business support method according to claim 15, wherein an actual work point report is generated by writing the actual work points and the total actual work points calculated in the third step.

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