JP2010191642A - Work management method, program, and work management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a work management method, a program and a work management system, for objectively and automatically evaluating the true skill of a worker (employee), and for creating a work shift management table adapted to task management. <P>SOLUTION: A worker terminal 2 executes: a voice collection step S21 for acquiring a voice sound; position detection steps S22 and S23 for detecting the current position of the worker terminal 2; a voice recognition step S21 for recognizing the sound as voice; and a transmission step S24 for transmitting digital data including position information and voice information recognized by a voice recognition means to a work management server 5. The work management server 5 executes a reception step S41 for receiving digital data transmitted from the worker terminal 2 and determination steps S50 and S51 for determining the work skill level of the worker based on the work skill level information and the digital data. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a work management method, a program, and a work management system using a work management system including a server and a portable terminal that is communicably connected to the server and is carried by an operator.

Conventionally, software that automatically creates a work shift management table is well known.
For example, Patent Document 1 discloses A.I. Means for inputting a sales plan; C. sales coefficient recording means by day of the week and holiday; A business calendar recording means; Sales composition data recording means by day, holiday, and hour; F. Sales composition data recording means according to the day of the week, national holidays and hours; Job type input time ratio data recording means; A means for recording the required number of people before and after the opening of the store according to the day of the week; Shift line table rule recording means; Means for obtaining a predicted value of the required number of persons by time from the D means and E means; Means for obtaining a predicted value of the required number of persons by job type and hour from the F means and G means; There is described an optimum personnel allocation formulation system comprising ideal shift line table display means from the K means and the H means.

  Patent Document 2 registers an operational skill man-hour calculation process unit that calculates the man-hour corresponding to the required skill, the workable hours of employees who can work, and the skills held by the employees, An employee's workable man-hour calculation process unit that calculates the man-hours corresponding to possible, a theoretical value of operable man-hours obtained in the operable skill man-hour calculation process part, and an employee workable man-hour calculation process unit A skill man-hour comparison processing unit that compares the obtained skill man-hour values that can be actually worked, a warning display unit that displays the obtained results, an employee work schedule adjustment input unit that performs re-execution of assignment, and the warning display Work schedule confirmation processing unit that performs confirmation processing when employee reassignment is not required in the department, and work schedule table that displays the results confirmed by the work schedule confirmation processing unit Work scheduling system comprising a part is described.

  As described above, a system is known in which a necessary work index is calculated from store sales forecasts and the like, and a work shift management table is automatically created in consideration of store business hours, desired work hours of workers, and the like.

  Incidentally, the system described in Patent Document 1 assigns the number of employees according to the sales forecast regardless of the skill of each employee. On the other hand, the system described in Patent Document 2 includes an employee skill storage unit that stores in advance skills held by employees, and creates a work shift management table that takes into account different skills for each employee.

JP 2002-140479 A JP 2004-310530 A

  However, the employees usually acquire skills related to the work every time they work, and the information in the employee skill storage section described in Patent Document 2 should be updated daily. is there. Moreover, it is difficult for humans to objectively evaluate the true skills acquired by each employee. When operating based on the shift management table that does not reflect the employee's true skills, there may be days when the operation is too busy to go around or days when there is room for work and it is not efficient. . For this reason, the reality is that the store operator responds by creating a paper work shift management table. Therefore, there is a need for a system that objectively and automatically evaluates employees' true skills, not human evaluation. If an employee's skill can be objectively and automatically evaluated, a work shift management table adapted to actual business operations can be created.

  The present invention has been made to solve the above problems, and evaluates the true skill of an operator (employee) objectively and automatically, and creates a work shift management table adapted to business operation. An object is to provide a work management method, a program, and a work management system.

The present invention that can solve the above-mentioned problem is a work management method by a work management system comprising a server and a portable terminal that is communicably connected to the server,
The portable terminal is
A sound collecting step for acquiring sound, a position detecting step for detecting the position of the portable terminal, a voice recognition step for recognizing the sound acquired by the sound collecting means as a voice, at least position information based on the position, and the voice Transmitting digital data including any of the voice information recognized by the recognition means to the server, and
The server
A receiving step of receiving the digital data transmitted from the portable terminal, and a determination step of determining a work proficiency level based on the work proficiency level information and the digital data are executed.
According to the above configuration, based on digital data including at least one of position information and audio information transmitted from the mobile terminal, it is possible to determine the work proficiency of the worker carrying the mobile terminal, Compared with the conventional case where a human evaluates the work proficiency level of a worker, the objective and automatic evaluation can be performed.
Further, when the portable terminal carried by the worker has means for detecting the absolute position and the relative position, the server obtains position information based on the absolute position and the relative position, thereby obtaining higher accuracy. The position of the mobile terminal can be acquired. Thus, by comparing the voice information and the position information, the reliability of the voice information can be improved, and a more accurate work proficiency level can be obtained. Therefore, it is possible to create an optimal work shift management table adapted to business management.

In addition, the work management method of the present invention includes a specific step of specifying a predetermined work and a work time required for the work based on the work proficiency level information and the digital data.
According to the above configuration, for example, when the worker utters the details of the work performed by the worker or the start and end of the work, the portable terminal collects the sound and transmits the result of the voice recognition to the server. Based on the audio information, the server can obtain the details of the work performed and the time required for the work. By performing this process for each work content, the ability for each work content can be objectively and automatically obtained for each worker.
Moreover, if the work content obtained by the voice information is compared with the work position obtained by the position information, the reliability of the work content uttered by the worker can be improved, and a more accurate work proficiency can be obtained. . Therefore, it is possible to create an optimal work shift management table adapted to business management.

In addition, the work management method of the present invention includes a number determination step of determining the number of work from the work proficiency information based on the work proficiency level information and the digital data.
According to the above configuration, since the number of operations can be determined, not only the operation time but also the number of operations for each operation content performed by the operator in the past can be held. Therefore, it is possible to automatically perform a more proper ability evaluation for each work content for each worker.

Further, the work management method of the present invention is a step of calculating a work proficiency index based on the work and the work time or the number of work times,
A creation step of creating work shift management information of the worker based on the work proficiency level index is included.
According to the above configuration, the work shift management table can be automatically created by calculating and referring to the work proficiency level index.

In the creation step, sales forecast information or visitor forecast information is calculated, a required work index for the sales forecast information or the visitor forecast information is calculated, and the work proficiency index exceeds the required work index. It is characterized by creating work shift management information.
According to the above configuration, since the work proficiency level index is assigned so that the work proficiency level index exceeds the required work index, it is possible to create a work shift management table in which the worker's skill level index is insufficient for the required work index. Disappear. For this reason, it is possible to prevent in advance the occurrence of a situation in which there are not enough workers and work is not performed.

In addition, the present invention capable of solving the above-described problems is the execution of the sound collection step, the absolute position detection step, the relative position detection step, the voice recognition step, and the transmission step described above in the portable terminal. It is a program characterized by making it carry out.
A program for causing the server to execute the determination step described above.
Furthermore, it is a program that causes a computer included in the server to execute at least one of the specific step, the number determination step, the calculation step, and the creation step described above.
According to the above configuration, based on at least one of the digital data including position information and audio information transmitted from the mobile terminal, it is possible to determine the work proficiency level of the worker carrying the mobile terminal, It is possible to provide a program installed in each of the mobile terminal and the server for objective and automatic evaluation as compared with a conventional case where a human evaluates the work proficiency level of the worker.

Further, the present invention capable of solving the above problems is a work management system comprising a server and a portable terminal that is communicably connected to the server and carried by an operator,
The portable terminal is
Sound collecting means for acquiring sound;
Position detection means for detecting the position of the portable terminal, sound recognition means for recognizing sound acquired by the sound collection means as sound, position information based on at least the position, and sound information recognized by the sound recognition means. A transmitter that transmits digital data including any of the data to the server,
The server
It has a receiving part which receives the digital data transmitted from the portable terminal, and a judgment means which judges work proficiency based on the digital data.
According to the above configuration, the server can determine the work proficiency level of the worker carrying the mobile terminal based on digital data including at least one of position information and audio information transmitted from the mobile terminal. Therefore, it can be objectively and automatically evaluated as compared with the conventional case where a human evaluates the worker's work proficiency level.

It is a figure showing a schematic structure of a work management system concerning an embodiment to which the present invention is applied. It is a figure which shows the structure of the terminal for workers. It is a figure which shows the structure of the control system of a work management server. It is a figure which shows the function which a work management server implement | achieves. It is a figure which shows the structural example of a proficiency level criteria database. It is a figure which shows the structural example of the skill level database classified by operator. It is a figure which shows the structural example of the proficiency standard index database regarding accounting work. It is a figure which shows the structural example of the proficiency standard index database regarding hall work. It is a proficiency level database for each worker in which a proficiency level index is calculated for each work content for each worker. It is a flowchart which shows the process of the worker and terminal for workers in the proficiency level determination process according to work. It is a flowchart which shows the process of the work management server in the proficiency level determination process according to work. It is a flowchart for demonstrating work shift creation processing.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a diagram showing a schematic configuration of a work management system 1 according to an embodiment to which the present invention is applied.
The work management system 1 uses a worker terminal 2 (mobile terminal) carried by a worker in a work area where a plurality of workers work, and the worker management terminal 5 (server) uses the worker terminal. 2 is a system for supporting and managing the work of the worker by detecting the position of 2 and transmitting information to the worker terminal 2. In this embodiment, an example in which the present invention is applied to a store that operates a restaurant business will be described as a work area. In this store, a worker carries the worker's terminal 2 and supports and manages work including customer service for a plurality of workers by the function of the work management server 5.

As shown in FIG. 1, the work management system 1 includes a worker terminal 2 as a terminal device used by a worker, a display terminal 3 as a request terminal device installed at a position where a customer can operate, The position detection tags 4 installed at various locations in the store as a work area and the work management server 5 are configured.
In the drawing, one display terminal 3 is shown, but in the present embodiment, one or more display terminals 3 are installed in a table seat where a customer is seated in a store, as a work area. There are many in the store. Similarly, although one position detection tag 4 is shown in the figure, one or more position detection tags 4 are arranged in the store. Each display terminal 3 and position detection tag 4 is given unique identification information (ID). The display terminal 3 and the position detection tag 4 are configured to be able to communicate with each other with the worker terminal 2, and include an ID given to them in response to a request from the worker terminal 2. The ID information is transmitted to the worker terminal 2.
The operator terminal 2, the display terminal 3, and the position detection tag 4 can receive various types of information such as ID information according to an RFID (Radio Frequency Identification) communication method using a frequency of 900 MHz band or 2.45 GHz band, for example. Send and receive.

In addition, although one worker terminal 2 is illustrated in FIG. 1, actually, a plurality of workers engaged in work in the store respectively carry and use the worker terminal 2. The plurality of worker terminals 2, the plurality of display terminals 3 described above, and the work management server 5 constitute, for example, a wireless LAN conforming to the IEEE 802.11 standard, and can transmit and receive various types of information to and from each other. . For example, the worker terminal 2 sends various commands to the work management server 5, and in response to this command, the work management server 5 sends work instructions and the like to the worker terminal 2. Assist workers. When receiving the instruction from the work management server 5, the worker terminal 2 transmits this instruction as a voice to the worker.
For example, the worker uses the terminal 2 for the worker to report the current work status, request that support for work is required, request for guidance on the work procedure, report the occurrence of an abnormality, and broadcast in the store. Request, a notification to get a break, etc. In response to this, the work management server 5 grasps the work status of each worker who uses the worker terminal 2, directs the work procedure to the worker, and directs another worker to the position where support is requested. Instructions, warnings for abnormalities, execution of in-store broadcasting, work management processing associated with breaks, etc.
The display terminal 3 displays various screens on which menus and the like are displayed based on display information transmitted from the work management server 5. On the other hand, the display terminal 3 transmits call information for calling the worker to the work management server 5 in accordance with a customer operation.

The work management server 5 outputs sound under the control of the main body 51, a display device 52 that is connected to the main body 51 and displays various images (including videos) and information, and the main body 51. A speaker 53 and a wireless LAN access point 55 for performing wireless communication between the worker terminal 2 and the display terminal 3 are provided. In addition, the work management server 5 includes a database (DB) unit 6 provided virtually or logically in a large-capacity storage device such as a hard disk device built in the work management server 5. The database unit 6 includes a proficiency level determination standard database 600 serving as a criterion for determining the proficiency level of workers, a proficiency level database 601 for each worker storing information indicating the proficiency level for each worker, and a proficiency level index database 602. A plurality of databases including the work history database 603 and the worker-specific proficiency level database 604 are created.
The work management server 5 has a database management function for creating a database, updating information, deleting, extracting, and the like for each database in the database unit 6.
Hereinafter, each part which comprises the work management system 1 is demonstrated in detail.

<Configuration of worker terminal>
First, the worker terminal 2 will be described with reference to FIGS. 1 and 2. FIG. 2 is a diagram illustrating a configuration of the worker terminal 2.
As shown in FIG. 1, the operator terminal 2 includes a headset unit 20 that is worn on the operator's head and a main body unit 25 that is held on the operator's waist, arms, or clothes. The
As shown in FIG. 2, the internal configuration of the worker terminal 2 mainly includes an absolute position detection unit 210, a relative position detection unit 220, a voice recognition unit 230, a wireless LAN antenna 240, and a main CPU 250.

The absolute position detection unit 210 includes an RFID tag reader antenna 211, and the position detection tag 4 or the display terminal 3 located within a predetermined distance from the main body unit 25 via the RFID tag reader antenna 211. Execute communication with. Specifically, the short-range communication dedicated CPU 212 analyzes the short-range communication radio waves transmitted from the display terminals 3 and the position detection tags 4 installed on a plurality of tables arranged on the store floor, An ID unique to the display terminal and each position detection tag is acquired as an absolute position where the worker terminal 2 exists. The acquired ID is transmitted to the main CPU 250.
As short-range communication usable in the present invention, in addition to the above-mentioned short-range communication by RFID, “Bluetooth” (10M to 100M), [ZigBee] (10M to 70M), [Wibre] (10M), [ UWB] (10M).

The relative position detection unit 220 includes a triaxial gyro sensor 221 (angular velocity sensor) and a triaxial acceleration sensor 222 as relative position detection sensors. The worker terminal 2 of the present embodiment is provided with two types of relative position detection sensors. However, depending on the application field of the work management system 1, a GPS or the like different from the two types of relative position detection sensors may be used. It is also possible to use position detecting means such as It is also possible to use an atmospheric pressure sensor or a geomagnetic sensor. The position detection CPU 225 optimizes the relative position data detected by the relative position detection sensors 221 and 222 according to each data characteristic. The optimized relative position data is transmitted to the main CPU 250.
A memory 227 including a RAM and a ROM stores a program for calculating relative position data. The position detection CPU reads a calculation program stored in the ROM onto the RAM, and executes a relative position calculation process. The calculation result is stored in the memory 227 as necessary.

The voice recognition unit 230 includes a speaker 231 that outputs voice based on the voice signal output from the work management server 5, a microphone 232 that collects voice generated by the worker and converts the voice into a voice signal, and is dedicated to voice recognition. IC233.
The voice recognition IC 233 includes a voice recognition processing unit 235 and a voice generation processing unit 236. The voice recognition processing unit 235 collects the voice uttered by the worker from the microphone 232 of the headset set on the head of the worker, and converts the collected voice data into digital data (text data or code data). Then, the data is transmitted to the main CPU 250.
The sound generation processing unit 236 converts the digital data (text data, code data, etc.) transmitted from the main CPU 250 into sound data, and transmits the sound data from the headset speaker 231 set on the operator's head. Can do.
A memory 234 including a RAM and a ROM stores a voice recognition program and a voice generation program. The dedicated speech recognition IC reads out a computation program stored in the ROM onto the RAM, and executes computation processing for speech recognition and speech generation. The calculation result is stored in the memory 234 as necessary.

  The wireless LAN antenna 240 performs wireless communication with the work management server 5 or the display terminal 3 as described above.

The main CPU 250 calculates the movement distance of the worker carrying the worker terminal 2 by integrating the acceleration data obtained from the three-axis acceleration sensor 222 twice (hereinafter referred to as an integration model). Alternatively, it is possible to use a method of calculating the movement distance based on the number of steps of the worker by measuring the strength of the acceleration data obtained from the three-axis acceleration sensor 222 and determining whether the worker is walking (hereinafter referred to as a walking model). Called). Further, the main CPU 250 calculates the orientation of the worker terminal 2, that is, the orientation of the worker by integrating the angular velocity data obtained from the three-axis gyro sensor 221 once. Then, based on the movement distance of the pedestrian calculated by the integral model or the walking model, the orientation of the terminal, and the absolute position data received from the short-range communication CPU 212, the current position data of the worker terminal 2 and the worker Calculate the direction that is facing.
The calculated current position data of the worker terminal 2 and the direction in which the worker is facing are transmitted to the work management server 5 via the wireless LAN antenna 240.
In addition, the worker terminal 2 has layout information such as a table in a store, a desk, and the like, so that the current position data can be improved by using map matching as a means for correcting the current position data.

  Further, the main CPU 250 controls the voice recognition unit 230 and transmits the digital data received from the voice recognition dedicated IC 233 to the work management server 5 via the wireless LAN antenna 240.

<Configuration of work management server>
Next, the work management server 5 will be described. FIG. 3 is a diagram showing the configuration of the control system of the work management server 5.
As shown in FIG. 3, the work management server 5 includes a control unit 501 that controls each unit of the work management server 5, and a memory 502 that stores programs and data processed by the control unit 501 in a volatile or non-volatile manner. Is provided. The control unit 501 stores information including a display processing unit 503 for displaying various screens by the display device 52, a voice input / output unit 504 for outputting voice from the speaker 53, the database unit 6 shown in FIG. A storage unit 505 is connected. Further, a key input device 56 is connected to the control unit 501.

The display processing unit 503 generates a video signal for displaying various screens on the display device 52 under the control of the control unit 501 and outputs the video signal to the display device 52. The display device 52 includes an LCD (liquid crystal display) panel and the like, and displays various screens based on the video signal input from the display processing unit 503.
The audio output unit 504 generates an audio signal according to the control of the control unit 501 and outputs the audio signal to the speaker 53. The speaker 53 reproduces and outputs sound based on the sound signal output from the sound output unit 504. The speaker 53 is installed in a store as a business area, for example, and outputs sound for the purpose of in-store broadcasting.
The storage unit 505 is a storage device using a recording medium or a semiconductor storage element capable of recording and reading information magnetically or optically, and stores various programs and data in a nonvolatile manner.
The storage unit 505 is provided with storage areas that are virtually, logically, or physically partitioned. These storage areas include a proficiency level determination reference database 600, a worker-specific proficiency level database 601, and a proficiency level reference index database. 602, a work history database 603, a worker-specific proficiency index database 604, and the like.

The network interface unit 506 is connected to the wireless LAN access point 55, and receives information from the worker terminal 2 or the display terminal 3 using the wireless LAN access point 55 under the control of the control unit 501, or Information is transmitted to the worker terminal 2 or the display terminal 3.
The wireless LAN access point 55 is a device that constitutes a LAN including the display terminal 3 and the work management server 5 in a store as a work area. The wireless LAN access point 55 includes an antenna and an RF unit for performing communication complying with the wireless LAN standard. A modem unit, a baseband unit, and the like are incorporated.

  The key input device 56 is a device having character keys including numbers and function keys to which various functions are assigned. The key input device 56 generates an operation signal corresponding to the key operated by the operator and outputs the operation signal to the control unit 501. To do.

FIG. 4 is a diagram illustrating functions realized by the work management server 5. The function unit illustrated in FIG. 4 is realized by the cooperation of hardware and software by the work management server 5.
As shown in FIG. 4, the work management server 5 includes a network input unit 511, a position information processing unit 512, an audio information processing that operate in response to input of information wirelessly transmitted from the worker terminal 2 and the display terminal 3. It functions as a unit 513, a key input unit 515 that receives input by operating the key input device 56, a work proficiency level determination unit 516 that determines the proficiency level of the worker, and a work shift creation unit 517 that creates the work shift of the worker.

The network input unit 511 receives and demodulates information wirelessly transmitted from the worker terminal 2 or the display terminal 3 by the wireless LAN access point 55. The network input unit 511 is realized by the control unit 501 and the network interface unit 506.
When the information received by the network input unit 511 is information transmitted from the worker terminal 2, the position information processing unit 512 extracts position information included in this information. The position information processing unit 512 is realized by the control unit 501.
When receiving information transmitted from the worker terminal 2 by the network input unit 511, the voice information processing unit 513 extracts voice information from the received information. The voice information processing unit 513 is realized by the function of the control unit 501.
Further, the key input unit 515 acquires information input by operating the key input device 56.

The work proficiency level determination unit 516 includes a work content specification unit 521, a work execution number determination unit 522, a work required time measurement unit 523, a proficiency level database creation unit 524, and a work proficiency level index calculation unit 525.
The work content identification unit 521, the work execution number determination unit 522, and the work required time measurement unit 523 acquire the work status performed by each worker, and obtain the work location, the number of executions for each work, the start time and the end time for each work. Are recorded in the work history database 603 and reflected in the skill level database 601 for each worker.
The work results can include the break start time and end time, and can also include the scheduled end time. The work history database 603 stores information related to work results for each worker and for each work day.

  The proficiency level database creation unit 524, for example, ranks A to D based on the work results such as the work place, the number of executions for each work, the start time and the end time for each work, and the proficiency level determination reference data database 600. The work proficiency level of each worker expressed in the four stages is determined and reflected in the proficiency level database 601 for each worker.

FIG. 5 is a diagram illustrating a configuration example of the proficiency level determination criterion database 600. The proficiency level determination criterion database 600 illustrated in FIG. 5 divides the proficiency level of the worker into four levels (rank A to rank D). Judgment criteria for determination are defined. Specifically, when accounting proficiency level is measured by “average accounting work time” and “number of accounting work”, if the time required for accounting work of a worker is within 2 minutes, the accounting work of that worker The rank regarding time is determined as A. Further, if the number of accounting operations performed by the worker in the past exceeds 100, the rank regarding the number of accounting operations of the worker is determined as A.
Furthermore, when the hall work proficiency level is measured by “cleaning-up average work time”, “number of clean-up work times”, “number of complaints”, and “cumulative hall work time”, the average work time required for the hall work of a certain worker is 60 seconds. / If it is within one person, the rank related to the average work time of the worker is determined as D. Further, if the number of cleaning operations performed by the worker in the past is 200 or less, the rank regarding the number of cleaning operations of the worker is determined as B. Similarly, if the number of complaints received by the worker in the past (per 30 hours of work) exceeds 1.0, the rank related to the number of complaints of the worker is determined as D, and the cumulative hall work time is 500. If it is less than or equal to the time, the rank regarding the accumulated hall work time is determined as C.

FIG. 6 is a diagram illustrating a configuration example of the worker-specific proficiency level database 601 created by the proficiency level database creation unit 524 based on the work history database 603 and the proficiency level determination reference database 600.
In the worker proficiency level database 601 shown in FIG. 6, accounting work proficiency levels and hall work proficiency levels for three workers are stored. As for the accounting work, the measurement values of “accounting average work time” and “number of accounting work” and the proficiency level determined based on the proficiency level judgment reference database 601 are stored. In addition, for hall work, the proficiency level determined based on the measured values of “cleanup average work time”, “number of cleanup work times”, “number of complaints” and “cumulative hall work time” and the proficiency level judgment reference database 600 Is stored. For example, the number of accounting operations for worker A is 21 and is determined to be rank C. Further, the accumulated hall work time of the worker A is 1300 hours, and is determined to be rank A.

Returning to FIG. 4, the work proficiency index calculating unit 525 calculates the proficiency index for each work content for each worker based on the worker-specific proficiency database 601 and the proficiency standard index database 602. Another proficiency level database 604 is created. Further, the work shift creation unit 517 creates a work shift management table with reference to the worker-specific proficiency level database 604.
FIG. 7 is a diagram showing a configuration example of the proficiency standard index database 602 (a) relating to accounting work, and FIG. 8 is a diagram showing a configuration example of the proficiency standard index database 602 (b) relating to hall work.

The proficiency level index database 602 (a) for accounting work shown in FIG. 7 is a standard for calculating the accounting work proficiency level as a proficiency level index by combining the average work time level and accounting work execution level in accounting work. An index is set.
For example, according to the proficiency level database 601 for each worker shown in FIG. 6, the accounting average work time rank of the worker A is D, and the accounting work frequency rank is C. Therefore, according to the proficiency standard index database 602 (a) for accounting work, the accounting work proficiency index is calculated as “6”.
Further, according to the proficiency level database 601 by worker in FIG. 6, the accounting average work time rank of the worker C is B, and the accounting work frequency rank is also B. For this reason, according to the proficiency standard index database 602 (a) for accounting work, the accounting work proficiency index is calculated as “18”.

On the other hand, the proficiency standard index database 602 (b) regarding the hall work shown in FIG. 8 shows “cleaning average work time”, “cleaning work number”, “claims number”, and “cumulative hall work time” according to the rank. Assign a proficiency index.
For example, according to the proficiency level database 601 for each worker in FIG. 6, the rank of the “cleaning average work time” of the worker A is A, the rank of the “number of cleanup work” is A, the rank of the “claim count” is B, “ The rank of “total hall work time” is A. For this reason, according to the proficiency standard index database 602 (b) regarding the hall work, the hall work proficiency index is calculated as “30” in total.
Further, according to the proficiency level database 601 by worker in FIG. 6, the rank of the “cleaning average work time” of the worker B is C, the rank of the “cleaning work number” is B, the rank of the “claiming number” is A, “ The rank of the “total hall work time” is C. For this reason, according to the proficiency standard index database 602 (b) for hall work, the hall work proficiency index is calculated as “22” in total.
FIG. 9 shows the configuration of the worker-specific proficiency index database 604 in which the proficiency index is calculated for each work content for each worker by the calculation method described above.

<Proficiency level judgment process by worker>
Next, work-specific proficiency level determination processing performed by the work management system 1 using the above-described functional units will be described. FIG. 10 is a flowchart showing the processing of the worker A and the worker terminal 2 in the task-specific proficiency level determination processing, and FIG. 11 is a flowchart showing processing of the task management server 5 in the task-specific proficiency level determination processing. . Below, the process which determines a skill level about the accounting work which the worker A implements is illustrated and demonstrated.

First, when the worker A utters “accounting” when starting the accounting work (step S11), the worker terminal 2 collects the voice of the worker A via the microphone 232, and the voice recognition unit 230 recognizes the voice (step S21).
If the absolute position can be detected, the absolute position detector 210 detects the absolute position of the worker terminal 2 and corrects the absolute position with the relative position data detected by the relative position detector 220 (step S22). If the absolute position cannot be detected, the relative position data can be added to the previously calculated current position data stored in the memory 227, for example. In this way, since the operator terminal 2 is located away from the position detection tag 4, even if short-distance communication is impossible, the position can be compensated by the relative position data. Can improve the accuracy. When the main CPU 250 obtains the current position of the worker terminal 2 by adding the relative position data to the detected absolute position data or the previous current position data (step S23), the work management is performed via the wireless LAN antenna 240. Current position information is transmitted to the server 5 (step S24). Also, the voice information received from the voice recognition unit 230 is transmitted to the work management server 5 via the wireless LAN antenna 240.

Moving to FIG. 11, the work management server 5 receives the voice information and the current position information from the worker terminal 2 (step S41). The work management server 5 temporarily stores the received information, and executes a work history registration and proficiency level determination process of the worker A based on the transmitted voice information and position information.
Specifically, the work content specifying unit 521 specifies that the work performed by the worker A is the accounting work from the voice information “accounting is performed”, and the work time measuring unit 523 determines the start of the accounting work. Then, measurement of the working time is started (step S42). Next, the work execution number determination unit 522 refers to the work-specific proficiency level database 601 to acquire the number of transaction work performed by the worker A in the past, and adds one (step S43). It is possible to specify the work to be performed based on the audio information and the work place to be specified based on the position information. The work location is specified by the position information, and the audio information is supplemented. That is, based on the position information, it can be determined whether or not the place where the worker A says “accounting is entered” is an appropriate place for carrying out the accounting work. If the worker terminal 2 is not located at an appropriate place for performing the accounting work, the work is started from the time when the worker terminal 2 is located at an appropriate place without determining the start of the work in step S42. Time measurement may be started.

Thereafter, the worker A performs the accounting work (step S12), and when the accounting work is completed, the operator A utters “accounting end” (step S13). The worker terminal 2 collects the voice of the worker A through the microphone 232, and the voice recognition unit 230 recognizes the voice (step S25). If the absolute position can be detected, the absolute position detector 210 detects the absolute position of the worker terminal 2 and corrects the absolute position with the relative position data detected by the relative position detector 220 (step S26). If the absolute position cannot be detected, the relative position data can be added to the previously calculated current position data stored in the memory 227, for example.
When the main CPU 250 adds the relative position data to the detected absolute position data or the previous current position data to obtain the current position of the worker terminal 2 (step S27), the main CPU 250 performs work management via the wireless LAN antenna 240. The current position information is transmitted to the server 5 (step S28). Also, the voice information received from the voice recognition unit 230 is transmitted to the work management server 5 via the wireless LAN antenna 240.

Moving to FIG. 11, when the work management server 5 receives the audio information and the position information from the worker terminal 2 (step S44: Yes), the work management server 5 temporarily stores the received information and transmits it. The work end is determined based on the voice information and the position information.
Specifically, the work content specifying unit 521 specifies that the work performed by the worker A is the accounting work from the voice information “accounting end”, and the work time measuring unit 523 determines that the accounting work is finished. The measurement of the working time is finished (step S45). When the work location, the number of times of performing the accounting work, the start time and end time of the accounting work, and the time required for the work are specified, they are reflected in the work history database 603. Further, the proficiency level database creation unit 524 calculates the average value of the accounting work time of the worker A and reflects it in the proficiency level database 601 for each worker together with the number of times the accounting work is performed (steps S46 and S47).

  On the other hand, when voice information cannot be received from the worker terminal 2 in step S44 (step S44: No) and 3 minutes have elapsed since the start of the measurement of the work time in step S42 (step S48: Yes), It is determined that the accounting work has not been completed. In such a case, for example, it can be determined that the worker A is called by another customer and engaged in work other than the accounting work. (Step S49).

When the number of executions of accounting work related to the worker A and the accounting average work time are reflected in the proficiency level database 601 for each worker, the proficiency level database creation unit 524 refers to the proficiency level judgment reference database 600 and accounts for the average work of the worker A. The proficiency level of the time is determined and reflected in the proficiency level database 601 for each worker (step S50). As shown in FIG. 6, the accounting average work time of the worker A is 4:20 minutes, and is determined as rank D.
Similarly, the proficiency level database creation unit 524 determines the proficiency level of the number of accounting operations of the worker A with reference to the proficiency level determination reference database 600 and reflects it in the proficiency level database 601 for each worker (step S51). As shown in FIG. 6, the number of accounting operations of worker A is 21 and is determined as rank C.

  In this manner, the worker-specific proficiency level database 601 is created by performing the worker-specific proficiency level determination process for each work content. The hall work proficiency database shown in FIG. 6 can also be created by performing proficiency level determination processing for the hall work.

<Work shift creation process>
Next, a work shift creation process performed by the work management server 5 by the work shift creation unit 517 will be described. FIG. 12 is a flowchart for explaining the work shift creation process. When a work shift creation instruction is input from the key input unit 515 (step S61: Yes), the work shift creation unit 517 receives the worker skill level index database shown in FIG. 9 via the work skill level index calculation unit 525. 604 is created (step S62). Note that the worker-specific proficiency level database 604 may be updated in real time together with the worker-specific proficiency level database 601 as well as when creating a work shift.

  The work shift creation unit 517 performs forecast calculation of sales considering past sales data, events, seasons, business hours, and the like (step S63), and calculates a required work index for the predicted sales (step S64). For example, when the sales are predicted to be 200,000 yen, the accounting work necessity index is 40, the hall work necessity index is 40, and the cooking work necessity index is 40. The required work index varies depending on the business hours. Alternatively, the required work index for the predicted number of visitors may be calculated by calculating the number of visitors considering events, seasons, business hours, and the like.

  The work shift creation unit 517 assigns the work proficiency index so as to always exceed the necessary work index calculated in step S54 based on the worker-specific proficiency index database 604 and each worker's desire to shift. Is created (step S65). Specifically, in the case of the hall work necessity index 40, by assigning the worker A having the hall work proficiency index 30 and the worker C having the hall work proficiency index 14, the total becomes 44, and the store operation can be efficiently performed. .

Thus, according to the present embodiment, it is possible to determine the work proficiency level of the worker carrying the worker terminal 2 based on the position information and the voice information transmitted from the worker terminal 2. Therefore, it is possible to evaluate objectively and automatically compared to the case where a human evaluates the worker's proficiency level as in the conventional case.
Further, the work management server 5 obtains the current position information based on the absolute position and the relative position of the worker terminal 2 carried by the worker, thereby determining the position of the worker terminal 2 with higher accuracy in the store. Can be acquired. For this reason, by comparing the voice information with the position information, the reliability of the voice information can be improved, and a more accurate work proficiency level can be obtained. Therefore, it is possible to create an optimal work shift management table adapted to business management.

Further, the worker terminal 2 collects sound when the worker utters the details of the work performed by the worker and the start and end of the work, and transmits the result of the voice recognition to the work management server 5. The work management server 5 can obtain the contents of the work performed and the time required for the work based on the voice information. By performing this process for each work content, the ability for each work content can be objectively and automatically obtained for each worker.
Moreover, if the work content obtained by the voice information is compared with the work position obtained by the position information, the reliability of the work content uttered by the worker can be improved, and a more accurate work proficiency can be obtained. . Therefore, it is possible to create an optimal work shift management table adapted to business management.
In addition, since the number of operations performed by the worker can be determined, not only the operation time but also the number of operations for each operation content performed by the operator in the past can be held. Therefore, it is possible to automatically perform a more proper ability evaluation for each work content for each worker.

  In addition, since the work proficiency level index is assigned so that the work proficiency level index exceeds the required work index, it is not necessary to create a work shift management table in which the worker's skill level index is insufficient with respect to the required work index. For this reason, it is possible to prevent in advance the occurrence of a situation in which there are not enough workers and work is not performed.

DESCRIPTION OF SYMBOLS 1 ... Work management system, 2 ... Worker terminal (terminal terminal), 3 ... Display terminal, 4 ... Position detection tag, 5 ... Work management server, 6 ... Database part, 20 ... Headset part, 25 ... Main body , 51 ... Main unit, 52 ... Display device, 53 ... Speaker, 55 ... Wireless LAN access point, 56 ... Key input device, 210 ... Absolute position detection unit, 211 ... RFID tag reader antenna, 212 ... CPU for short distance communication , 220 ... Relative position detection unit, 221 ... 3 axis gyro sensor, 222 ... 3 axis acceleration sensor, 223 ... Barometric pressure sensor, 224 ... Geomagnetic sensor, 225 ... Position detection CPU, 226 ... Communication conversion IC, 227 ... Memory, 230 ... Voice recognition unit, 231 ... speaker, 232 ... microphone, 233 ... voice recognition IC, 234 ... memory, 240 ... wireless L N antenna, 250 ... main CPU, 501 ... control unit, 502 ... memory, 503 ... display processing unit, 504 ... voice input / output unit, 506 ... network interface, 511 ... network input unit, 512 ... location information processing unit, 513 ... Voice information processing unit, 515 ... key input unit, 516 ... work proficiency level determination unit, 517 ... work shift creation unit, 521 ... work content identification unit, 522 ... work execution frequency determination unit, 523 ... work required time measurement unit, 524 ... proficiency database creation unit, 525 ... work proficiency level index calculation unit, 600 ... proficiency level judgment reference database, 601 ... proficiency level database by operator, 602 ... proficiency level reference index database, 603 ... work history database, 604 ... work Proficiency level database.

Claims (9)

A work management method by a work management system comprising a server and a mobile terminal that is communicably connected to the server,
The portable terminal is
A sound collection step for obtaining sound;
A position detecting step for detecting the position of the mobile terminal;
A voice recognition step for recognizing the sound acquired by the sound collecting means as a voice;
Transmitting digital data including at least one of position information based on the position and voice information recognized by the voice recognition means to the server, and
The server
Receiving the digital data transmitted from the mobile terminal; and
And a determination step for determining a work proficiency level based on the work proficiency level information and the digital data.   The work management method according to claim 1, further comprising a specifying step of specifying a predetermined work and a work time required for the work based on the work proficiency level information and the digital data.   The work management method according to claim 1, further comprising a number determination step of determining a number of work based on the work proficiency level information and the digital data. Calculating a work proficiency index based on the work and the work time or the number of work;
The work management method according to claim 3, further comprising a creation step of creating work shift management information of the worker based on the work proficiency level index.   In the creating step, sales forecast information or visitor forecast information is calculated, a required work index for the sales forecast information or the visitor forecast information is calculated, and the work shift is performed so that the work proficiency level index exceeds the required work index The work management method according to claim 4, wherein management information is created.   The program according to claim 1, wherein the portable terminal executes the sound collection step, the absolute position detection step, the relative position detection step, the voice recognition step, and the transmission step according to claim 1.   The program which the said server performs the determination step of Claim 1.   The program according to claim 7, wherein the server executes at least one of the specifying step, the frequency determination step, the calculation step, and the creation step according to claim 2. A work management system comprising a server and a mobile terminal that is communicably connected to the server and carried by an operator,
The portable terminal is
Sound collecting means for acquiring sound;
Position detecting means for detecting the position of the portable terminal;
Voice recognition means for recognizing sound acquired by the sound collection means as voice;
A transmission unit for transmitting digital data including at least position information based on the position and voice information recognized by the voice recognition means to the server;
The server
A receiving unit for receiving the digital data transmitted from the portable terminal;
A work management system comprising: determination means for determining work proficiency based on work proficiency information and the digital data.

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