JP2009093524A - Quality evaluation system in maintenance-management service support system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide quality evaluation information by determining an evaluation to an SLA (service level agreement) according to a determination rule. <P>SOLUTION: Fault generation time of day is recorded in a database 30 when receiving a fault. Elapsed time from fault generation is counted and an alarm flag is set to the setup time which is agreed by the SLA. Remaining time to the time agreed in the SLA as a determination rule 42 is set beforehand, and a caution alarm is output upon reaching the remaining time. After this, an excess alarm is output when the setup time which is agreed by the SLA is reached. A determination means 43 decides quality evaluation by performing tabulation processing of output data of the caution alarm and excess alarm. <P>COPYRIGHT: (C)2009,JPO&INPIT

Description

  The present invention relates to a quality evaluation system in a maintenance / management service support system that provides maintenance / management services to contracted customers, and more particularly to a maintenance / management service support system that determines quality evaluation according to the time conditions of a service level contract. It relates to a quality evaluation system.

  2. Description of the Related Art Conventionally, a maintenance / management service support system is known in which a service provider provides services such as repair and periodic inspection when a failure occurs to a customer. For example, in Patent Document 1, one or a plurality of service servers and a maintenance management server are connected by a communication line, and the service server monitors a failure of its own hardware, software or firmware, and the occurrence of a failure. A fault information corresponding to the error code based on the error code transmitted from the service server, and means for converting the content of the fault into an error code when detected and sending the error code to the maintenance management server. Is searched for the failure content and the countermeasure content according to the failure content, and the failure countermeasure processing according to the identified countermeasure content is performed. Furthermore, when the specified failure content is a hardware failure, the failure management processing is carried out by the maintenance management server, which carries out notification of hardware replacement work to the terminal device owned by the maintenance staff and the transportation company. A remote fault monitoring system has been proposed that can automatically take maintenance measures against faults in remote service servers, etc., by requesting the transport management server to transport the hardware parts to the service server location. Yes.

  By the way, it is important for service providers who perform management specialized for services to measure and evaluate the performance of services provided to customers and maintain service quality. Various techniques relating to such service quality management have been proposed. For example, Patent Document 2 discloses a service level contract with a customer for a service provided by a network system configured by combining a plurality of network devices. In the service level management method managed based on the service level, the service quality is calculated based on the information set in the service level contract with the customer providing the service from the alarm information collected from each network device. There has been proposed a service level management method configured to create a level management report and present the service level management report to an operator or a customer via the network system.

JP 2005-202597 A JP 2001-320370 A

  As described above, it is important for the service provider to maintain the service quality for the customer. However, although the service level management method shown in Patent Document 2 can obtain information on the service quality, the quality of the service provider can be obtained. It is important that the evaluation information functions effectively in the maintenance / management service support system. That is, in the maintenance / management service shown in Patent Document 1 and the like, especially in a large-scale system developed on a nationwide scale, the reception support system is provided at one or two central management centers, and the fault countermeasures support the countermeasures against the fault information. On-site workers who have a support system and actually perform maintenance and management services belong to multiple external bases scattered throughout the country. Schedule management of on-site workers who perform maintenance and management services for customers Is generally performed by a field work support system provided at an external base. Therefore, the flow from the trouble report from the customer to the local customer and the maintenance and management service is performed. First, the trouble information from the customer is received by the reception support system of the central management center. After identifying the customer who has a failure, the central management center's failure countermeasure support system performs data processing such as examination and analysis of failure information, and sends the failure countermeasure information to the field work support system at the external base for field work support. The system manages the schedule of workers heading to the customer site and provides troubleshooting information to the workers. Therefore, it is important to reflect the quality evaluation obtained by the service level management method shown in Patent Document 2 in the actual maintenance / management service, and the quality evaluation provided as information can be promptly adapted to the service. It is essential to maintain a high quality service level.

  In view of the above points, the present invention provides a quality evaluation in a maintenance / management service support system capable of providing a high-quality service by promptly adapting quality evaluation information stored in a database to a maintenance / management service. The purpose is to provide a system.

  The quality evaluation system in the maintenance / management service support system according to claim 1 manages a reception support system that receives fault information from a customer, a fault countermeasure support system that supports measures against the fault information, and a schedule of workers on site. Field work support system and a database storing at least contract information, failure history information, and failure countermeasure information for each customer. The database and each of the systems are connected via communication means, and a failure from the customer A maintenance / management service support system that accepts information, analyzes and reviews the failure information, and provides failure countermeasure information to the worker. The contract information stored in the database includes at least the arrival time to the customer, the failure Service level contract (Service Level) Agreements (SLA) information and an evaluation for determining the quality evaluation of the service level agreement by determining the elapsed time from the reception of the failure information stored in the database and the time condition of the service level agreement Means are provided.

  According to the quality evaluation system in the maintenance / management service support system of claim 1, when a failure is received from a customer, the failure occurrence time is first recorded in the database, and the elapsed time since the failure occurrence is counted. The elapsed time and the time condition agreed upon in the service level contract are determined, and the data obtained from the determination result is aggregated to evaluate the quality of the service level contract.

  The quality evaluation system in the maintenance / management service support system according to claim 2 is the quality evaluation system in the maintenance / management service support system according to claim 1, wherein the reception support system receives the failure from the customer, and the database The failure occurrence date / time is recorded, and the worker dispatched to the customer by the command of the field work support system through the failure countermeasure support system from the reception support system, the customer arrival date / time and the failure recovery date / time as the failure history The quality evaluation information is updated by storing in a database, determining the evaluation by the evaluation means based on the new failure history, and updating the quality evaluation information.

  According to the quality evaluation system in the maintenance / management service support system according to claim 2, when a new failure occurs, the failure history until the failure is restored is stored in the database, and the evaluation means is used based on the failure history. Output data is newly aggregated and old quality evaluation information is updated.

  The quality evaluation system in the maintenance / management service support system according to claim 3 is the maintenance / management service support system according to claim 2, wherein the evaluation means monitors the failure history stored in the database and receives the failure. A monitoring unit that counts the elapsed time from the time, and a determination unit that determines the quality evaluation according to a predetermined determination rule by comparing the elapsed time counted by the monitoring unit with the time condition of the service level contract. It is characterized by providing.

  According to the quality evaluation system in the maintenance / management service support system of claim 3, when a failure is received from a customer, the failure occurrence time is first recorded in the database, and the elapsed time from the occurrence of the failure is counted by the monitoring means. The The elapsed time and the time condition agreed in the service level contract are determined according to the determination rule to determine the quality evaluation.

  The quality evaluation system in the maintenance / management service support system according to claim 4 is the quality evaluation system in the maintenance / management service support system according to claim 3, wherein the remaining time for the time agreed in advance in the service level contract is determined as the determination rule. A time alarm is set, a warning alarm is output when the elapsed time counted by the monitoring means reaches the remaining time, and an excess alarm is output when the agreed time of the service level contract has passed. The output data of the caution alarm and the excess alarm is counted by the determining means to determine the quality evaluation.

  According to the quality evaluation system in the maintenance / management service support system of claim 4, a caution alarm is output when the remaining time with respect to the time agreed in advance in the service level contract is reached, and the time agreed in the service level contract is further displayed. If exceeded, an excess alarm indicating contract failure is output, and the output data of the caution alarm and excess alarm is summed up by the judgment value means to determine the quality evaluation.

  The quality evaluation system in the maintenance / management service support system according to claim 5 is the quality evaluation system in the maintenance / management service support system according to claim 4, wherein a message for calling attention to a person concerned is output when the warning alarm is output. When an excess alarm is output, a contract failure message is transmitted to the parties concerned.

  According to the quality evaluation system in the maintenance / management service support system according to the fifth aspect, a caution alarm is output, and at the same time, a message for calling attention to related persons such as workers and customers is transmitted. After this, when the work is completed by the time condition agreed in the service level contract, the alarm flag disappears, but when it reaches the agreed time without being completed, an excess alarm is output, and at the same time, the worker, customer, etc. A message indicating failure to fulfill the contract is sent to the parties concerned.

  According to the quality evaluation system in the maintenance / management service support system according to claim 1, a reception support system that receives failure information from a customer, a failure countermeasure support system that supports measures against the failure information, and a schedule of workers on site A field work support system for managing the database and a database storing at least contract information for each customer, fault history information and fault countermeasure information, and the database and each of the systems are connected via a communication means. Is a maintenance / management service support system that accepts failure information and provides failure countermeasure information to the worker by analyzing and examining the failure information, and the contract information stored in the database includes at least the arrival time to the customer , Service level agreement (Service Level Agreements (SLA) information, and the quality evaluation of the service level agreement is calculated by determining the elapsed time from the reception of the failure information stored in the database and the time condition of the service level agreement Since it is equipped with evaluation means, quality evaluation is obtained with the progress from the time when the failure occurrence from the failure is received until the worker recovers from the failure, and the quality evaluation is received from the reception support system to the failure countermeasure support system, If it is provided sequentially to the field work support system, if the quality evaluation is low, the priority of the schedule is increased. Or, it can be reflected quickly in actual maintenance and management services, such as dispatching experienced and highly skilled workers to shorten the time to recovery.

  According to the quality evaluation system in the maintenance / management service support system according to claim 2, when the reception support system receives a failure from a customer, the failure support date of the database is recorded, and the failure support date is recorded from the reception support system. The worker dispatched to the customer by the command of the field work support system through the countermeasure support system stores the arrival date / time and the failure recovery date / time of the customer in the database as a failure history, and the evaluation means based on the new failure history Therefore, the quality evaluation information is updated every time a new failure occurs, and it is possible to always obtain highly reliable quality evaluation information.

  According to the quality evaluation system in the maintenance / management service support system according to claim 3, the evaluation unit monitors a failure history stored in the database and counts an elapsed time from the reception of the failure, Since the service provider includes a determination unit that determines the quality evaluation according to a predetermined determination rule by comparing the elapsed time counted by the monitoring unit and the time condition of the service level contract. Quality evaluation is determined based on the progress and delay time of maintenance / management service work to be performed, and reliable quality evaluation information can always be obtained.

  According to the quality evaluation system in the maintenance / management service support system according to claim 4, as the determination rule, a remaining time with respect to a time agreed in advance in the service level contract is set, and an elapsed time counted by the monitoring unit is A caution alarm is output when the remaining time is reached, and an excess alarm is output when the agreed time of the service level contract has passed. The output data of the caution alarm and the excess alarm is counted by the determination means. Therefore, the relative progress with respect to the maintenance / management service work performed by the service provider can be reflected as a quality assessment by the caution alarm, and the maintenance / management service work can be reflected by the excess alarm. All achievements can be reliably reflected in quality evaluation.

  According to the quality evaluation system in the maintenance / management service support system according to claim 5, a message for calling attention to a related person is output when the caution alarm is output, and a contract failure message is output to the related person when an excess alarm is output. Since the information is transmitted, the progress of the maintenance / management service work can be reliably presented to the relevant parties as information, and the information indicating that the service level contract was not fulfilled by the excess alarm can be reliably presented as information. .

  Hereinafter, specific embodiments of the present invention will be described with reference to the drawings. The following embodiment is one form when the present invention is embodied, and is not intended to limit the present invention within the scope thereof. FIG. 1 is an explanatory diagram showing an outline of a maintenance / management service support system according to an embodiment of the present invention, FIG. 2 is an explanatory diagram schematically showing a flow from fault reception to fault countermeasure, and FIG. 3 is a quality evaluation system. FIG. 4 is a flowchart showing the processing of the quality evaluation system.

  As shown in FIG. 2, failure information from a plurality of customers A is received by the reception department 2 of the central management center 1, and the failure information is sent to the support department 3 of the central management center 1. The support department 3 analyzes the failure information from the customer A, selects the external base 5 in the area closest to the location of the customer A from the external bases 5 existing in a plurality of areas, and sends the external base 5 to the external base 5 from the customer A. Failure information, analysis information, countermeasure information, etc. The external base 5 informs the worker S of the date and time to the customer A, the working time, etc., along with the schedule according to the service level, and sends the analyzed failure countermeasure information.

  As shown in FIG. 1, a reception support system 10 is provided in the reception department 2, a failure countermeasure support system 11 is provided in the support department 3, and a field work support system 20 is provided in the external base 5. These systems 10, 11, 20 and the database 30 are connected via a communication network 31 (communication means). The database 30 includes a plurality of servers 32 to 35. The server 32 includes failure information about various trouble cases sent from the customer A, failure history such as failure status, progress, and results, analyzed analysis information, and countermeasures against failures. Information is stored, and the server 33 stores basic information related to contracts with the customer A, information related to individual customer contract information, service level contracts, and the like. The server 34 stores schedule information and the like, and the server 35 stores quality evaluation information. These servers 32 to 35 can be accessed from the reception support system 10 of the reception department 2, the failure countermeasure support system 11, and the field work support system 20 of the external base 5 through the communication network 31.

  The quality evaluation information stored in the server 35 includes service quality evaluation for service level agreements (hereinafter referred to as SLA) to be connected to the customer A. Based on the service quality evaluation. That is, as the service quality evaluation, for example, the time until the worker S arrives from the time of the failure such as the arrival of the worker within 2 hours, the arrival of the worker within 4 hours, etc. The time required from the occurrence of the failure to the failure recovery, such as the failure recovery within 4 hours, is set, and the schedule of the worker S is managed according to the SLA conditions. A service quality evaluation is determined by the evaluation means 40 with respect to the time condition agreed upon by the SLA. As shown in FIG. 3, the evaluation unit 40 compares the monitoring unit 41 that monitors the failure history stored in the server 32 with the temporal condition in the SLA information stored in the server 33 and sets a determination rule 42 set in advance. And determining means 43 for determining the quality evaluation according to the information, and storing (storing) the information determined by the determining means 43 in the server 35 as quality evaluation information.

  In this embodiment, as the determination rule 42, first, the remaining time is set with respect to the time condition agreed in the SLA, it is determined whether or not the service is completed by the remaining time, and then the SLA agrees. It is determined whether or not the service is completed by the time, and these data are comprehensively aggregated by the determination means 43, and finally, four evaluation levels (A to D) for evaluating the service quality are set. Hereinafter, with reference to the flowchart of FIG. 4, a process until the service quality evaluation is determined for the SLA will be described.

  First, when a failure is received from the customer A by e-mail or telephone (step S1), the monitoring unit 41 monitors whether or not the failure occurrence time is recorded in the server 32 (step S2), and the failure occurrence time is stored in the database (DB). ) When recorded in 30 servers 32, the elapsed time from the occurrence of the failure is counted (step S3). According to this elapsed time, an alarm flag is set for the set time agreed by the SLA. This alarm flag sets the remaining time (for example, 10 minutes) with respect to the time agreed in advance in the service level contract as the determination rule 42, and monitors the elapsed time counted by the monitoring unit 41 (step S4). At this point, a caution alarm is output (step S5). When the caution alarm is output, the failure is automatically recorded in the server 32 of the database (DB) 30 (step S6), and the situation is imminent with respect to the set time agreed by the SLA. Therefore, a warning message for calling attention is transmitted to the related parties (worker S, customer A, etc.) when a caution alarm occurs (step S7). After the output of the caution alarm, the monitoring unit 41 further counts the elapsed time from the occurrence of the failure, and monitors whether the set time agreed with the SLA (for example, 2 hours) has been reached (step S8). When the set time agreed in (4) is exceeded, an excess alarm indicating failure of contract is output (step S9). When the excess alarm is output, the failure is automatically recorded in the server 32 of the database (DB) 30 (step S10), and a message notifying contract failure is transmitted to the related parties (step S11). ). The determination means 43 determines the quality evaluation by processing the output data of the caution alarm and the excess alarm automatically by a program or by summing up the data at regular intervals. Here, the state where the caution alarm and the excess alarm are not activated is the evaluation level A, the evaluation level B is accumulated when two or more caution alarms are accumulated in a predetermined period (for example, within 3 months), and the evaluation level C is activated when the excess alarm is activated. Furthermore, the evaluation level D is reached when two or more alarms are accumulated for a predetermined period (for example, within six months). And the quality evaluation information determined by the determination means 43 is memorize | stored in the server 35 of the database (DB) 30, and quality evaluation information is updated (step S12). Parameters such as the criteria of these evaluation levels A to D and the remaining time with respect to the set time of the SLA are stored in the service quality evaluation model definition table of the database 30, but can be set as appropriate according to conditions agreed by the SLA. It is. In addition, service quality evaluation information shall be comprehensive quality evaluation information including complaints from customer A and service providers sending questionnaires to customer A on a regular or irregular basis, and adding satisfaction based on the questionnaire results. Is also possible.

  Next, processing in the maintenance / management service support system will be described mainly with reference to the schematic explanatory diagram of FIG. A notification of failure occurrence from the customer A is received by the receiving department 2 of the central management center 1. When the reception support system 10 of the reception department 2 receives the occurrence of a failure from the customer A, the information of the customer A is detected from the server 33 of the database 30, and the identification process of the customer A and the identification process of the contracted device are performed (step) S20). Thus, when a device contracted with a specific customer A is specified from the information of the customer A stored in the server 33, the information of the customer A and the quality evaluation information for each customer stored in the server 35 are associated with each other. In addition, the SLA conditions and the evaluation level of the quality evaluation that are exchanged with the customer A are displayed on the monitor as the related information of the customer A in the customer A information. For example, when the evaluation level is displayed as “C”, it indicates that an excess alarm that has failed in the past has been output for the customer A who has received the failure. It is possible to recognize the importance of the service, and it is possible to raise awareness such as paying attention in the case of subsequent communication of the occurrence of failure and request for dispatch. Thereafter, the failure status received from the customer A and the time at which the failure was received are registered (stored) in the server 32 of the database 30 (step S21), and the failure countermeasure support system 11 is notified of the occurrence of the failure (step S21). S22). At this time, since the service level contract information and the quality evaluation information are sent from the reception support system 10 to the failure countermeasure support system 11 as the related information of the customer A, the failure countermeasure support system 11 is confirmed by checking the evaluation level of the quality evaluation information. In this case, it is possible to recognize the importance of the service of the customer A. In the failure countermeasure support system 11, when a failure notification is received (step S23), a failure related information collection process is executed, and the operator searches the server 32 for the cause of the failure and the countermeasure information and examines the failure countermeasure (step S24). ). Along with the countermeasure information analyzed by the failure countermeasure support system 11, information related to the service level exchanged with the customer A and quality evaluation information for the service level are sent to the field work support system 20 of the external base 5, and a request to work at the customer A To do. The field work support system 20 acquires schedule information from the server 34 and adjusts the schedule (step S25). Further, when there is a contact to the customer A or a replacement part, the arrangement is made and the worker S is requested to work by the mobile phone 45. At this time, the quality evaluation information and failure countermeasure information of the customer A are transmitted to the worker S using the browser function of the mobile phone 45, and the worker S generates a failure according to the schedule instruction from the field work support system 20. Seconded to a local customer. At this time, the quality evaluation information of the customer A sent to the worker S provides, for example, information with an excess alarm that has been defaulted in the past, so that the level of the quality evaluation information is not lowered again. In this way, awareness of aiming at service improvement will be made. Here, if the SLA has a condition such as the arrival time at the customer A, if the worker S does not arrive by the preset remaining time, a caution alarm is output and the worker S (including the customer A) is notified. When the warning message is transmitted to the mobile phone 45 of the worker S and the worker S arrives at the customer A by the set arrival time, the caution alarm is canceled, but when the worker S does not arrive, the excess alarm indicating the failure of the contract. Is automatically recorded as a failure progress in the server 32 of the database (DB) 30, and at the same time, a message notifying contract failure is transmitted to the worker S (customer A). Then, the worker S arriving at the customer A stores the time of arrival at the customer destination in the server 32 of the database 30 and performs countermeasure / processing of the contract target device in accordance with the instruction of the fault countermeasure information (step S26). Here, in the case of the time condition until failure recovery in SLA, when failure recovery is not completed by the remaining time set for the failure recovery time, an excess alarm is output and worker S (including customer A) is also included. In this case, a warning message is transmitted to the mobile phone 45, and the caution alarm is canceled when the worker S restores the contract target device within the failure recovery time. On the other hand, when the set failure recovery time is exceeded, an excess alarm indicating contract failure is output and automatically recorded as failure progress in the server 32 of the database (DB) 30, and the failure progress is recorded in the server 32 of the database (DB) 30. Is simultaneously recorded, and at the same time, a message notifying contract failure is transmitted to the worker S (customer A). Then, after the failure recovery is completed, the worker S causes the server 32 to store a failure history such as time until recovery and a result for the failure via the communication network 31. The failure history is utilized for the subsequent failure countermeasures, and the quality evaluation for the SLA is performed based on the failure history such as the time when the worker S arrives at the customer A and the time until the recovery, and the information is obtained from the server 32. It is sent to the server 35 and updated as new quality evaluation information.

  As described above, in the present embodiment, when a failure occurrence is received from the customer A, first, the specific processing of the customer A and the specific processing of the contracted device are performed. At that time, the service level agreed with the customer A Since the service quality evaluation information for the contract can be acquired and thereafter, the service quality evaluation information is sequentially transmitted to the worker S at the site via the failure countermeasure support system 11 and the field work support system 20. The service quality for the customer A is related to the plurality of operators who are engaged in the operations of the reception support system 10, the failure countermeasure support system 11, and the field work support system 20 and all the workers S who finally perform the service work for the customer A. Since evaluation information is presented, there is no worry that quality evaluation information will be interrupted on the way, contributing to service improvement Kill. In addition, if the evaluation is low based on the service quality evaluation information, the priority of the schedule is increased, or the experienced worker S with a high degree of skill is dispatched to shorten the recovery time. It is possible to provide meticulous services such as providing services higher than the SLA agreed with A, and quality evaluation information can be reflected in actual maintenance and management services. It is valid. Furthermore, since a message with a caution alarm or an excess alarm is sent to the worker S depending on the progress status of the work, the worker S can be promptly adapted to the maintenance / management service.

It is explanatory drawing which shows the outline of the maintenance / management service assistance system which shows one Example of this invention. It is explanatory drawing which represented typically the flow from a failure reception to a failure countermeasure same as the above. It is a block diagram which shows the outline of a quality evaluation system same as the above. It is a flowchart which shows a process of a quality evaluation system same as the above.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Reception support system 11 Failure countermeasure support system 20 Field work support system 30 Database 31 Communication network (communication means)
40 evaluation means 41 monitoring unit 42 determination rule 43 determination means A customer S worker

Claims (5)

  Reception support system that accepts failure information from customers, failure countermeasure support system that supports measures against the failure information, field work support system that manages the schedule of workers on site, contract information for each customer, failure history A database in which information and failure countermeasure information are stored, and this database and each of the above systems are connected via communication means, receive failure information from customers, analyze and review the failure information, and A maintenance / management service support system providing failure countermeasure information, wherein the contract information stored in the database includes a service level contract (conditions such as arrival time to a customer, time from failure occurrence to failure recovery, etc.) Service Level Agreements (SLA) information and failure information stored in the database Quality in a maintenance / management service support system comprising an evaluation means for determining an elapsed time from the acceptance of the service and a time condition of the service level contract and calculating a quality evaluation of the service level contract Evaluation system.   When the reception support system receives a failure from a customer, the failure occurrence date and time of the database is recorded, and the work dispatched from the reception support system to the customer by the command of the field work support system through the failure countermeasure support system The person stores the arrival date and time and failure recovery date and time of the customer in the database as a failure history, and the quality evaluation information is updated by judging the evaluation by the evaluation means based on the new failure history. Quality evaluation system for maintenance / management service support system.   The evaluation unit monitors a failure history stored in the database and counts an elapsed time from the time of receiving the failure, the elapsed time counted by the monitoring unit, and the time of the service level contract The quality evaluation system in the maintenance / management service support system according to claim 2, further comprising: a determination unit that determines the quality evaluation in accordance with a determination rule set in advance in comparison with a condition.   As the determination rule, a remaining time with respect to the time agreed in advance in the service level contract is set, and a caution alarm is output when the elapsed time counted by the monitoring means reaches the remaining time, and the service level contract 4. The maintenance according to claim 3, wherein an excess alarm is output when the agreed time has passed, and the quality data is determined by counting output data of the caution alarm and the excess alarm by the determination means.・ Quality evaluation system for management service support system.   5. The maintenance / management service support system according to claim 4, wherein a message for calling attention to a related person is transmitted when the caution alarm is output, and a message of contract failure is transmitted to the related person when an excess alarm is output. Quality evaluation system.

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