JP2006171965A - Operation support apparatus and operation support method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an operation navigation function which makes change of work contents of an operation flow and each step executable in a short period of time even for a non-routine operation without imposing load to a manager. <P>SOLUTION: An operation support apparatus is characterized by having; an operation attribute registration means which defines the attributes of an operation; an operation flow registration means which defines a flow of the operation; a step information registration means which defines the information to be referred to in each operation step in the flow; a reference information registration means which registers the reference information; a trouble information registration means which registers relevant information at occurrence of a trouble; a reference information evaluation means to evaluate information to be referred to at each operation step; and a reference information display means to determine an evaluation value of the reference information evaluation means in each operation step to display the reference information. A step of the operation flow which has caused the trouble and the attribute information set in registering the reference information are contained in the trouble information and to which the reference information for preventing the step and the trouble is associated. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a business support apparatus and a business support method applied to a business performed while referring to knowledge-managed information.

  The following systems have been developed for the purpose of preventing the recurrence of troubles.

  As a first method, there is a trouble database system as a pull type system.

  Normally, information such as date and time of occurrence of trouble, phenomenon, cause, countermeasure, and result is accumulated as trouble cases in the trouble database. This system is a pull type system in which an operator searches the database in advance and refers to information to prevent troubles.

  As a second method, there is a business navigation system as a push type system. Usually, in this business navigation system, the business flow and the contents to be executed at each step are defined in advance by an administrator. When a worker actually performs a task, the task navigation system instructs information to be referred to, information to be created, and task details to be performed in accordance with the contents defined in advance in each step. The worker refers to the information in accordance with this instruction, and further adds new information or performs work, and proceeds to the next step. Thus, the push type system is a system that not only prevents the occurrence of trouble by instructing necessary information and work contents to be performed to the worker when necessary, but also improves work efficiency.

  As a third method, there is a system that combines the two methods.

  In this system, when information is registered in the trouble database system, step information of the business navigation system is also added, and trouble cases are pushed to the worker in the business navigation system.

  As a fourth method, there is a business support system that presents recommended information.

  Patent Document 1 discloses a business support system that stores an action of a worker as a history and presents recommended information as a system suitable for an atypical business.

JP 2002-215857 A

  The first system has the following two problems.

  The first problem is that it is up to the operator to decide when and how to work with this system. In this pull system, the system will not return any answer unless an operator actively takes action on this system. If you are a proficient person, you don't need to use this system because you know what the problem is, but you don't know when to search for immature people who you want to refer to, and what you should search for. There is a problem.

  The second problem is the “property” and “number” of data. The trouble details, countermeasures, and results that occurred in a specific target are registered as trouble cases, but this does not always lead to the prevention of troubles for current workers, and it is referred to when the number of trouble cases increases. There is a problem of being cut.

  The second system has the following four problems.

  The first problem is that it takes time to construct the system.

  In this system, it is necessary for the administrator to register the business flow and the contents to be executed at each step in advance. In order to create the optimal business flow, the business flow and the It is necessary to consider the work contents of each step, and it takes time to construct the system.

  The second problem is that the system load is heavy for the system change and it takes time.

  The trouble that occurred is analyzed, and for the trouble with the same cause, it is necessary to change the information to be referred to and the work content. The act of reviewing the work such as the analysis of the trouble and the change of the work requires a certain amount of time, and therefore, it must be executed within a certain span and lacks immediacy. In addition, in order to reflect the determined content in the system, an administrator setting operation is required. It is suitable for routine work with little need for change, but atypical work with much need for change has problems such as administrator load and speed of modification.

  The third problem lies in that effective measures cannot be taken without considering loss due to trouble.

  Since the weight of loss due to trouble is not presented for the information referred to in the step, the operator must refer to it uniformly and take care, and cannot take an efficient response.

  The fourth problem is that business navigation for each worker is not possible.

  The business navigation system determines the step and presents information to be referred to. Do not make detailed decisions such as presenting information that should be referred to in consideration of the level of the worker. As a result, there is a problem that work efficiency is lowered due to presentation of information unnecessary for the skilled person, and trouble is caused because necessary information is not presented for the unskilled person.

  The third system has the following two problems.

  The first problem solves problems such as the burden on the administrator and the speed of modification, but the “property” and “number” problems, which are the second problems of the first system, cannot be solved.

  The second problem is that the trouble information can be referred only at the step where the trouble is registered. Similar steps are likely to cause similar problems. To realize this, the registrant must define the relationship with the trouble for all the similar steps at the time of trouble registration, and the relation cannot be defined for the steps defined after the trouble registration.

  In the fourth system, there is no problem of an administrator's load due to the change as in the second system.

  However, with this system based on the worker's action history as a key, unnecessary actions of the worker are recorded, and as a result, unnecessary information is presented as recommended information. There is a problem that the content of what should have been done cannot be presented as recommended information because it is not recorded in the action history.

  The present invention has been made in view of the above problems, and a first object is to execute a change in the work flow and the work content of each step in a short time without imposing a burden on the administrator even for an irregular work. It is to be able to provide a business navigation function to make.

  A second object of the present invention is to provide a function of presenting reference information to an operator in order to efficiently reduce loss due to trouble.

  A third object of the present invention is to provide a function of presenting reference information to an operator in order to predict and prevent a trouble that may occur at a step that the operator is trying to execute. is there.

  A fourth object of the present invention is to provide a function of presenting reference information to an operator in order to predict and prevent a trouble that may occur at a step that the operator is trying to execute for each individual. It is to be.

  In order to achieve the above object, in the first invention, the business support apparatus refers to a business attribute registration unit that defines a business attribute, a business flow registration unit that defines a business flow, and each business step in the flow. Step information registering means for defining information to be referred to, reference information registering means for registering the reference information, trouble information registering means for registering related information when trouble occurs, and reference for evaluating information to be referred to in each business step It is characterized by comprising an information evaluation means and a reference information display means for judging the evaluation value of the reference information evaluation means at each business step and displaying the reference information. The trouble information includes a step on the business flow causing the trouble and attribute information set when registering the reference information, and the step and the reference information for preventing the trouble are associated with each other.

  In the second invention, in addition to the first invention, it further comprises a record registration means for registering a record generated and generated for each trouble, and a loss calculation means for counting this record as a loss for each trouble, The loss is used as the evaluation value of the reference information evaluation means, and the reference information display means writes the reference information and loss information together. When the loss is large, the evaluation value of the reference information evaluation unit becomes large and is easily presented to the operator by the reference information display unit.

  In the third invention, the first invention further includes similarity determination means for calculating the similarity between the step in which the trouble has occurred and the step being noticed as a similarity value, and the evaluation value of the reference information evaluation means includes It is characterized by taking into account similar values. As the criteria for determining the similarity of steps, reference information registered in the step information registration unit and attributes defined in the business attribute registration unit are used. If the similarity value of the step is large, it is predicted that the same trouble will occur even in the similar step, so that the evaluation value is increased by the reference information evaluation means and is easily presented to the operator by the reference information display means.

  In the fourth invention, in addition to the first invention, there is further provided worker information registration means for registering an attribute of the worker who uses the work support apparatus, and step work result work registration means for registering work information for the execution step. The evaluation value of the reference information evaluation means is added to the attribute of the worker and the work information for the step.

  According to the present invention, the trouble has an attribute of the occurrence step and the reference information registration attribute, and becomes an evaluation target of the reference information evaluation means at the stage where the trouble is registered. Therefore, it is conventionally necessary until new information is presented to the worker The time required for trouble analysis is no longer necessary, and the period can be shortened. Moreover, since the administrator's registration change is unnecessary, the burden on the administrator is reduced.

  In addition, since the loss calculated from the results is used as the evaluation criterion and presented to the worker, the worker can efficiently collect information necessary for reducing the loss.

  Furthermore, since the occurrence trouble is predicted from the similarity of steps and the table value of the reference information evaluation means is changed, the reference information is presented to the operator in order to prevent troubles.

  Also, troubles that may occur at the step that the worker is trying to perform are predicted for each individual, and reference information is presented to the worker in order to prevent it beforehand.

  The best mode of a business support apparatus and support method according to the present invention will be described below with reference to the accompanying drawings.

  FIG. 1 is a functional block diagram of the entire business support apparatus of the present invention. The standard business registration function 20 and the standard business data 120 are described in detail in FIG. 2, the business registration function 30, the business data 130 in FIG. 3, and the business performance function 40 in FIG.

  In FIG. 2, the standard business data 120 is divided into standard business attribute data 121, standard business flow data 122, and standard step data 123. Similarly, the business data 130 is divided into business attribute data 131, business flow data 132, and step data 133.

  The business execution function 40 is described in detail in FIG. The reference information evaluation function shown in FIG. 4 includes similarity determination means for calculating step similarity as a similarity value, worker similarity determination means for calculating worker similarity as an operator similarity value, and results of troubles. Loss calculation means for calculating a loss from the above, and the reference information evaluation means for evaluating the two similar values and information to be referred to from the loss.

  The reference information display function shown in FIG. 4 includes a reference information display unit that determines an evaluation value of the reference information evaluation unit and displays the reference information together with the loss value, a completion declaration unit that performs a work completion declaration of the step, and a completion At the same time, it includes an experience registration means for registering step experience information and a workflow function that advances the workflow to the next step after completion. The business support apparatus includes a hardware configuration of a general information processing apparatus (a CPU, a RAM, a storage device such as a hard disk drive, or a display device that executes processes based on a program read from a ROM).

  In the following, the present invention will be described by taking the design work of the device manufacturing industry as an example.

  The reference information registered by the reference information registration means is composed of attribute data managed in the database and actual file data to be referred to by the operator. FIG. 5 is an example of attribute data classified in the technical field, and is composed of data representing technical classifications from classification 1 to classification 5 and data of location absolute paths indicating the location of files. In this classification data, master data is prepared for each item, and a value selected from the master data is set.

  The business is registered in advance by the standard business registration function 20 as a standard business.

  FIG. 6 shows an example of a business flow. This flow shows that the specification from the user is confirmed after the person in charge is determined, the parts supply method and the tact are examined in parallel, and the device specification is created when both are completed. If this is expressed by data, it can be expressed by data from FIG. 7 to FIG.

  The standard business attribute registration means 21 is a means for registering, changing, and deleting the standard business attribute data 121, and an example thereof is shown in FIG.

  The standard workflow registration means 22 is a means for registering, changing, and deleting the standard workflow data 122 representing the workflow, and an example is shown in FIG.

  The standard step registration means 23 is means for registering, changing, and deleting the standard step data 123 representing the work contents in the step and the information to be referred to. The standard step work data representing the work contents are shown in FIG. 9 and FIG. An example of standard step reference information data representing information is shown.

  Business Standard Business Management Data Standard business management NO in FIG. 7 is a serial number for identifying data. Further, the standard step NO is related to the standard step flow data in FIG. 8, and it is defined which business uses this flow.

  Standard workflow data The parent step NO in FIG. 8 indicates the standard step NO that is the parent of the step. A step having no parent means that the step is the head of the flow, and a step having the same parent step NO means parallel processing. In addition, steps having the same standard step NO indicate that they are merging steps.

  Standard Step Work Data FIG. 9 is data showing the work contents that the worker performs in steps, and the standard work contents NO is a serial number for data identification. The standard step NO in the standard step work data is related to the standard step NO of the standard work flow data, and it is defined in which step the work content is presented to the worker. In this example, in the step of “tact review”, “assign a process to each station.” “Create an operation flow diagram of each station.” “Calculate the tact of the operation unit.” “Examine tact balance.” The four work instructions are presented to the worker.

  Standard Step Reference Information Data FIG. 10 is data indicating information to be referred to by an operator in a step, and standard reference information NO is a serial number for identifying data. The standard step NO of the standard step reference information data is related to the standard step NO of the standard workflow data, and the reference information management NO of the standard step reference information data is related to the reference information management NO of reference information registration. This relationship defines which step and which reference information is presented to the worker. In this example, in the step of “tact review”, information such as “tact concept” and “NC robot tact calculation calculation” is referred to by the worker.

  After receiving an order for the device, the business to be actually executed is registered by the business registration function 30.

  The business registration function 30 includes a standard business attribute registration unit 21, a standard business flow registration unit 22, and a standard step registration unit 23, a business attribute registration unit 31, a business flow registration unit 32, a step, A registration means 33 is prepared and similarly has functions of registration, change, and deletion.

  The standard business copy means is a function for copying the standard business data 120 created by the standard business registration function 20 from the standard business attribute data to a business to be actually executed, and means for efficiently registering business It is.

  The following describes the procedure according to the procedure for registering the business actually executed by the business registrant.

  The business registrant uses the business attribute registration means 31 to register the business attribute data 131. FIG. 11 shows an example of business attribute data. This time, the business management data “86” will be described. In addition to this example, the attribute item may be an attribute indicating the classification of the device, information on a user who is an ordering party, or an internal management item.

  Next, a business throw is defined. There are two methods for definition. The first method is a method of creating a new document using the workflow registration unit 32 and the step registration unit 33, and the second method is to use the workflow registration unit 32 and the step registration unit after using the standard job copy unit. This is a method of fine adjustment using 33.

  Here, the copying of standard business data using the standard business copy means, which is the second method, will be described. Examples of the copied data are shown in FIGS.

  In this example, the work of the standard work management No. “1” in the standard work attribute data FIG. 7 is selected. As a result, “1” is set in the standard business management NO of the business management NO “86” in FIG.

  When standard work to be used is determined, standard work flow data FIG. 8, standard step work data FIG. 9, standard step reference information data FIG. 10 to work flow data FIG. 12, step work data FIG. 13, step reference information data FIG. Is created.

  The business flow data FIG. 12 shows all steps in the flow starting with the standard step NO “1” of the standard business flow data FIG. 8 when the standard business management data “NO” of the standard business attribute data FIG. 7 is selected. Is a copy target. In this example, standard steps NO “1” “2” “3” “4” “5” correspond to this. Step NO is calculated and set from the maximum value in the business flow data. Business flow data Step NO of step NO in FIG. 12 is copied while maintaining the relationship between the standard step NO in FIG. 8 and the parent step NO. The standard step NO in the business flow data FIG. 12 is an item in which the standard step NO in the standard business flow data in FIG. 8 is copied and the copy source is clarified.

  In this example, what is copied to the business flow data FIG. 13 is data in which the standard step No. in the standard step work data FIG. 9 is “1” “2” “3” “4” “5”. The work content NO in the step work data FIG. 13 is automatically issued by the serial number of the data identification, and the items of display order and content are copied from the standard step work data FIG. Step work data Step 13 of FIG. 13 maintains the relationship between standard step NO of standard step work data FIG. 9 and standard step NO of standard workflow data FIG. 8 in the relationship with step NO of workflow data FIG. Is set.

  In this example, what is copied to the step reference information data FIG. 14 is the data of the standard step reference information data FIG. 10 whose standard step NO is “1” “2” “3” “4” “5”. Step reference information data The reference information NO in FIG. 14 is automatically issued by the serial number of data identification, and the items of display order and reference information management NO are copied from the step reference information data FIG. Step reference information data Step NO in FIG. 14 maintains the relationship between standard step NO in standard step reference information data FIG. 10 and standard step NO in standard workflow data FIG. 8 in relation to step NO in workflow data FIG. It is set as it is.

  Thereafter, if there is a step peculiar to the work or an operation within the step, the work flow registration means 32 and the step registration means 33 add, change, and delete. In the added or changed step, NULL is set in the data of the item of the standard step NO in the workflow data FIG.

  When all settings are completed, the business registrant declares the start of the business. With this business start declaration, this business is passed through the workflow to the person-in-charge determination step, which is the first step of this business.

  The attribute of the worker is registered in the worker attribute data 170 by the worker registration means 70. The worker attribute data 170 includes worker identification data FIG. 15 and worker experience data FIG. Worker Identification Data FIG. 15 is data for identifying each worker and is registered in advance by the administrator. Worker Experience Data FIG. 19 is a diagram in which the system converts the worker's experience into data at the stage where the worker has executed the work.

  When the worker logs in to the work support apparatus using the personal identification ID and password of the worker attribute data in FIG. 15, the work list screen in FIG. 16 to be performed by the worker is displayed. In the area 201 in FIG. 16, the business name registered by the business attribute registration unit and the step name defined by the business flow definition unit are displayed. When the operator selects a work to be performed from this list and double-clicks, the work instruction screen in FIG. 17 is displayed.

  In the work content 214 of FIG. 17, the data of the step work data FIG. 13 is displayed. In the reference information 215, the step reference information data shown in FIG. 14 is displayed. When this item is double-clicked, a file defined by the absolute path of the data where the step reference information data matches the reference information management NO in FIG. 14 and the reference information data NO in FIG. 5 is opened. The worker refers to this information and executes the work indicated by 214. The registration information 217 displays information that the worker newly created in this step and registered as a product of this step.

  Reference numeral 218 denotes an area for inputting the actual man-hours generated in this step. At the stage where all the work contents of this step are completed, the worker inputs the manhour used in this step to 218 and presses the completion button 211. When this button is pressed, the worker experience information registration means searches the worker experience data FIG. 19 with the personal identification ID and the standard step number to obtain the number of matching experiences, and adds 1 to this to obtain a new number of experiences. Set to worker experience data.

  Further, as work information for the execution step, the work flow data shown in FIG. 12 is the personal identification ID of the work flow data shown in FIG. Set the number. The record registration unit 50 creates record data 150. FIG. 20 shows an example of the result data, in which step NO, worker personal identification ID, actual man-hours, and registration date displayed in FIG. 17 are set.

  If there is a trouble during the work, the worker presses the trouble button 212 in the work instruction screen of FIG. A trouble information input screen shown in FIG. 18 is newly displayed. In 222, the information of the original screen where the trouble button is pressed and the newly issued trouble number are displayed.

  A phenomenon 223, a cause 224, a countermeasure 227, and a countermeasure result 228 are input. Also, 225 inputs information on the step that created the cause of this trouble. It may be the same step or the previous step. 224 is an area for inputting cause classification information. This classification is attribute data registered by the reference information registration means 10, and in this embodiment, classification 1 to classification 5 registered as masters correspond to this.

  An area 229 is used to input the trouble response time.

  When all the inputs are completed, the registration button 221 is pressed. The trouble information registration unit 60 stores items displayed on the screen as trouble data 160. FIG. 21 shows trouble data. Further, the result registration means 50 sets the cause step displayed in FIG. 18 to step NO, the trouble NO, the personal identification ID of the worker, the actual man-hour, and the registration date in the result data FIG.

  Next, the display of the recommended reference information 216 in FIG. 17 will be described.

  FIG. 22 is a flowchart of the reference information evaluation function.

  The step similarity determination unit 251 determines the similarity with the step that the operator is trying to execute for all the steps of the business flow data. FIG. 23 shows the detailed flow.

  In step 261, the step number in FIG. 12 is searched from the step number that the worker is trying to execute, and the standard step number is obtained and set in the variable A. The standard step NO exists in the data created using the standard business copy means 34, but the standard step NO does not exist in the data created using the business flow registration means 32. A is set to “0”.

  In 262, the total number of reference information to be displayed for reference at the step that the worker is going to execute is acquired. The number of data is searched from step NO to be executed to step NO of the step reference information data and set to the variable B.

  In step 263, the standard step NO of the step for which similarity is to be determined is acquired. From the comparison step NO, the business flow data step NO in FIG. 12 is retrieved, and the standard step NO is acquired and set in the variable C. If the standard step NO does not exist, “−1” is set in the variable C.

  H.264 compares the standard step NO of the step that the operator is trying to execute with the step that the similarity is to be determined. If the determination of H.264 is equal, the process proceeds to 265. If they are not equal, go to 266.

  In step 265, the similarity value K is set to “1”, and the flow advances to step 268.

  In step 267, the total number of reference information to be displayed for reference in the step of determining similarity is acquired. The number of data is searched from step NO to be determined to step NO of the step reference information data and set to the variable D. In addition, the reference information that is the same as the reference information to be displayed in the step in which similarity is determined with the step that the operator is trying to execute is retrieved, and the number thereof is set in the variable E. 267 calculates a similarity value K from the weighting constant k1 and B, E, and D. The weighting constant k1 is a constant for weighting the determination of the standard step NO, and is “0” when not determining the commonality of the reference information, and “no” when not assigning a weight to the commonality of the standard step NO. 1 ”is set. In the present embodiment, “0.8” is set to k1.

  268 gives a limit to the step similarity value K at the limit value K0, and if it is less than the limit value, it is returned to 263 for determination of the next step. If the limit value is exceeded, the step NO and the step similarity value are stored in the memory space at 269, and then returned to 263 for determination of the next step. FIG. 24 is a table representing data stored in the memory.

  In step 252, the trouble data list shown in FIG. 25 is created by searching the trouble data in FIG. Trouble data list The loss item in FIG. 25 is calculated by multiplying the trouble NO of the retrieved trouble data by the rate retrieved from the actual record identification ID. Trouble data list FIG. 25 Trouble experience number is obtained by searching step NO in the business flow data diagram 12 from step NO in the similar step list FIG. 24 and setting the experience number. This number of experiences is the number of experiences in that step of the worker who has trouble. The similar values in the trouble data list FIG. 25 are values set from the similar step list FIG. Further, the number of experiences is retrieved from step NO in the similar step list FIG. 24 to step NO in the work flow data diagram 12 and the number of experiences is set.

  In step 253, a total 26 for each cause is created from classification 1 to classification 5 as reference information attributes in FIG. The loss in the cause-by-cause chart 26 is obtained by multiplying the loss in FIG. 25 by the experience coefficient and the similar value. Here, the experience coefficient is calculated from the number of trouble experiences in the trouble data list FIG. 25 and the number of experiences of the worker at the step that the worker is trying to execute. The number of experiences of the worker for this step is retrieved from the worker experience data FIG. 19 from the worker's personal identification ID and the standard step number. If the number of trouble experiences is greater than the number of experiences of the step that the operator is trying to execute, “1” is set as the experience coefficient. On the other hand, when it is small, the experience coefficient = (number of trouble experiences / number of experiences of workers) is set.

  254 searches the reference information data FIG. 5 using the data of the classification 1 to the classification 5 of the total 26 according to cause, and creates the reference information list FIG. The loss in FIG. 27 is a copy of the loss in FIG. 26, and this becomes the evaluation value of the reference information evaluation means.

  255 determines the evaluation value of the reference information evaluation means, and creates the recommended reference information list 28 of FIG. In this embodiment, the criterion is set to 300000.

1 is an overall functional block diagram of the present invention. It is a detailed functional block diagram of the standard business registration function of the present invention. It is a detailed functional block diagram of the business registration function of the present invention. It is a detailed functional block diagram of the business execution function of the present invention. It is an example of the attribute data registered by the reference information registration means of this invention. It is an example of the business flow in embodiment of this invention. It is an example of the standard work attribute data in the embodiment of the present invention. It is an example of the standard business flow data in the embodiment of the present invention. It is an example of the standard step work data in the embodiment of the present invention. It is an example of the standard step reference information data in the embodiment of the present invention. It is an example of the business management data in the embodiment of the present invention. It is an example of the business flow data in the embodiment of the present invention. It is an example of the step work data in the embodiment of the present invention. It is an example of the step reference information data in the embodiment of the present invention. It is an example of worker attribute data in an embodiment of the present invention. It is an example of the work list screen in the embodiment of the present invention. It is an example of the work instruction | indication screen in embodiment of this invention. It is an example of the trouble information input screen in embodiment of this invention. It is an example of the worker experience data in the embodiment of the present invention. It is an example of the performance data in embodiment of this invention. It is an example of the trouble data in the embodiment of the present invention. It is a flowchart of the reference information evaluation function in embodiment of this invention. It is a detailed flowchart of the step similarity judgment means in the embodiment of the present invention. It is an example of the step similar data in the embodiment of the present invention. It is an example of the trouble data list in the embodiment of the present invention. It is an example of the total according to cause in the embodiment of the present invention. It is an example of the total according to cause in the embodiment of the present invention. It is an example of the recommended reference information list in the embodiment of the present invention.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Reference information registration means 20 Standard business registration function 30 Business registration function 31 Business attribute registration means 32 Business flow registration means 33 Step registration means 34 Standard business copy means 41 Reference information evaluation function 42 Reference information display function 50 Result registration means 60 Trouble registration Means 70 Worker registration means 214 Work content display area 215 Reference information display area 216 Reference recommended information display area 225 Cause step input area 226 Cause classification input area

Claims (16)

  In a business support system using a computer, business attribute registration means for defining business attributes, business flow registration means for defining business flows, and step information registration means for defining information to be referred to in each business step in the flow A reference information registration means for registering the reference information, a trouble information registration means for registering related information when a trouble occurs, a reference information evaluation means for evaluating information to be referred to in each business step, and each business step. A business support device comprising reference information display means for judging an evaluation value of the reference information evaluation means and displaying the reference information.   The business support apparatus according to claim 1, wherein the trouble support information includes step information set by the business flow registration unit and attribute information added by the reference information registration unit.   2. The record registration means for registering a record for a trouble and a loss calculation means for calculating a loss for the trouble from the record, wherein the loss is used as an evaluation value of the reference information evaluation means. Business support device.   4. The business support apparatus according to claim 3, wherein the reference information display means displays the reference information to be added with loss information due to trouble.   Step similarity determination means for calculating the similarity between the step in which the trouble has occurred and the step being noticed as a step similarity value is provided, and the step similarity value is added to the evaluation value of the reference information evaluation means. The business support apparatus according to claim 1.   The reference information registered in the step information registration unit and the attribute defined in the business attribute registration unit are used as criteria for determining the similarity between the step in which the trouble has occurred and the step being noticed. Item 6. The business support device according to Item 5.   The apparatus further comprises worker information registering means for registering the attributes of the worker who uses the work support apparatus, and step work result registering means for registering work information for the execution step, and the worker is added to the evaluation value of the reference information evaluating means. The work support apparatus according to claim 1, wherein work information for the attribute and step is added.   8. The business support apparatus according to claim 7, wherein the worker attribute includes worker step experience information, and the work information for the execution step includes worker experience information at the time of execution.   In a business support system using a computer, a business attribute registration process for defining business attributes, a business flow registration process for defining business flows, and a step information registration process for defining information to be referenced in each business step in the flow A reference information registration step for registering the reference information, a trouble information registration step for registering related information when a trouble occurs, a reference information evaluation step for evaluating information to be referred to in each business step, and each business step. And a reference information display step for determining the evaluation value of the reference information evaluation step and displaying the reference information.   10. The business support method according to claim 9, wherein the trouble information includes step information set in the business flow registration step and attribute information added in the reference information registration step.   10. The record registration step of registering a track record for a trouble, and a loss calculation step for calculating a loss for the trouble from the track record, wherein the loss is used as an evaluation value of the reference information evaluation step. Business support method.   12. The business support method according to claim 11, wherein the reference information display step adds and displays loss information due to a trouble to the reference information to be presented.   The method further comprises a step similarity determination step for calculating the similarity between the step in which the trouble has occurred and the step being focused on as a step similarity value, and the step similarity value is added to the evaluation value in the reference information evaluation step. The business support method according to claim 9.   The reference information registered in the step information registration step and the attributes defined in the business attribute registration step are used as criteria for determining the similarity between the step in which the trouble occurred and the step being noticed. Item 14. The business support method according to Item 13.   A worker information registration step for registering the attribute of the worker who uses the business support device; and a step work record creation step for registering the work information for the execution step. The worker is included in the evaluation value of the reference information evaluation means. 10. The business support method according to claim 9, wherein work information for the attribute and step is taken into account.   The work support method according to claim 9, wherein the worker attribute includes worker step experience information, and the work information for the execution step includes worker experience information at the time of execution.

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