JP2017208035A - Business measures construction support system, business measures construction support method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To support construction of business measures in service business.SOLUTION: A business measures construction support system includes: a business simulator section for generating a virtual business history by performing a simulation of service business that a service provider performs under prescribed business measures; an acquisition section for acquiring the virtual business history corresponding to respective business measures by causing the business simulator section to sequentially perform the simulation under business measures with different contents; and an output section that, when an evaluation value calculated on the basis of the virtual business history acquired by the acquisition section, satisfies a prescribed condition, outputs the business measures corresponding to the virtual business history in association with the evaluation value.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a business measure construction support system, a business measure construction support method, and a program.

  2. Description of the Related Art Conventionally, in providing equipment maintenance services and the like, each company responds by allocating specialized service providers (for example, customer engineers) that perform service operations at each base.

  In general, when a customer engineer performs a service operation, for example, high maintenance quality is required such that the device can be restored in a short time in the event of a device failure, but the cost for the service operation needs to be minimized. . For this reason, each company has its own business measures (number of customer engineers, allocation of customer engineers to maintenance service provision targets (customers), customer engineer activity time and activity range, number and location of locations, customer engineer movement method ( Automobiles, motorcycles, bicycles, public transportation, walking, etc.), preventive maintenance methods (replacement of maintenance parts when usage reaches a certain amount), maintenance measures inventory management methods, etc.) To maintain both high maintenance quality and cost reduction.

  On the other hand, changes in business measures may be required due to changes in the business environment. In such a case, it is necessary to reexamine appropriate business measures in order to achieve both high maintenance quality and cost reduction.

  However, it is not easy to predict maintenance quality and cost fluctuations when business policies are changed and to construct appropriate business policies.

  The present invention has been made in view of the above problems, and an object thereof is to support the construction of business measures in service business.

The business measure construction support system according to each embodiment of the present invention has the following configuration. That is,
A business simulator unit that generates a virtual business history by executing a simulation of a service business performed by a service provider under a predetermined business policy;
An acquisition unit that acquires a virtual business history corresponding to each business measure by causing the business simulator unit to sequentially perform simulations under different business measures,
When the evaluation value calculated based on the virtual business history acquired by the acquisition unit satisfies a predetermined condition, the business measure corresponding to the virtual business history is output in association with the evaluation value Part.

  According to each embodiment of the present invention, it is possible to support the construction of a business measure in a service business.

It is a figure which shows the example of application of a business measure construction support system. It is a figure which shows an example of a maintenance service provision system. It is a figure which shows an example of work history information. It is a figure which shows an example of CE information. It is a figure which shows an example of failure log | history information and maintenance contract information. It is a figure which shows an example of a business measure construction support system. It is a figure which shows an example of the hardware constitutions of a terminal and a simulation server. It is a figure for demonstrating the outline | summary of a business measure construction support process. It is a figure which shows an example of a function structure of a terminal. It is a figure which shows an example of a function structure of a simulation server. It is a flowchart which shows the flow of a business measure construction support process. It is a flowchart which shows the flow of a business simulation process. It is a flowchart which shows the flow of a failure generation process. It is a flowchart which shows the flow of an action determination process. It is a figure which shows the specific example of a maintenance work selection process. It is a flowchart which shows the flow of a departure permission / prohibition determination process. It is a figure which shows an example of the CE service business simulated by the business simulation process. It is a figure which shows an example of virtual work history information. It is a figure which shows the specific example of a business measure construction support process. It is a figure which shows the specific example of an evaluation value. It is a figure which shows the specific example of a simulation result. It is a figure which shows the specific example of a business measure construction support process. It is a figure which shows the specific example of an evaluation value. It is a figure which shows the specific example of a simulation result.

  Details of each embodiment will be described below with reference to the accompanying drawings. In the description of the specification and drawings according to each embodiment, components having substantially the same functional configuration are denoted by the same reference numerals, and redundant description is omitted.

[First Embodiment]
<1. Application example of business policy construction support system>
First, the configuration of the entire system to which the business measure construction support system according to the first embodiment is applied will be described. FIG. 1 is a diagram illustrating an application example of the business measure construction support system.

  As shown in FIG. 1, a system 100 to which a business measure construction support system 131 is applied has maintenance target devices 110_1a to 110_na, a maintenance service providing system 121, and a business measure construction support system 131.

  The maintenance target devices 110_1a to 110_na are image forming devices such as MFPs (Multi-Function Peripherals) to be maintained, and are managed by the maintenance service providing company 120. The maintenance target devices 110_1a to 110_na are respectively owned by service provision targets (customers such as companies and local governments) 110_1 to 110_n that receive the provision of the maintenance service.

  The service providing targets 110_1 to 110_n make a maintenance service provision request (hereinafter referred to as a maintenance request) to the maintenance service providing company 120 when the maintenance target devices 110_1a to 110_na owned by each of the service providing targets 110_1 to 110_n fail.

  The maintenance service providing system 121 manages the service work of each service provider (customer engineer) when the maintenance service providing company 120 provides a maintenance service to the service providing targets 110_1 to 110_n. The maintenance service providing system 121 is owned by the maintenance service providing company 120. Hereinafter, the customer engineer is abbreviated as CE (Customer Engineer).

  When the maintenance service provider 120 receives a maintenance request from the service provision targets 110_1 to 110_n, the service provider CE140_1 to 140_m is dispatched to the service provision target of the request source. The CE is the maintenance target of the failed maintenance target CE in the service provision target of the request source.

The maintenance service provider 120 provides a maintenance service under a predetermined business measure. Here, the business measures are various measures constructed by the maintenance service providing company 120 so that the CEs 140_1 to 140_m can perform service business with high maintenance quality and low cost, and include the following items, for example. .
-Number of CEs-Range of activities of each CE-Activity time of each CE (activity start time, activity end time)
・ Employment form of each CE ・ Assignment of each CE to the service provision target
・ Assignment of each CE to the service provision target
・ Assignment of each CE to the maintenance target device of the service provision target ・ Behavior rules when each CE performs service work ・ Transportation means of each CE ・ Number of bases where each CE is enrolled ・ Location of base ・ Each CE for the base・ Functions assigned to each site ・ Preventive maintenance method and standard ・ Inventory management method for maintenance parts However, the business measures are not limited to the above items, and other items may be included.

  Here, in the maintenance service providing company 120, a change in business measures may be required in accordance with a change in the management environment. In such a case, according to the present embodiment, the maintenance service providing company 120 can make a support request to the business measure construction support service company 130 that owns the business measure construction support system 131.

  The support request includes simulation information, change item information, and index information. The information for simulation is information used in the business measure construction support system 131 to perform business simulation processing (details will be described later). The maintenance service providing company 120 transmits arbitrary information accumulated at the time of providing the maintenance service to the business measure construction support service company 130 as simulation information.

  The change item information is information indicating items of business measures to be changed. For example, when the maintenance service provider 120 changes “assignment of each CE to the service provision target (main charge)”, it transmits “assignment of each CE to the service provision target (main charge)” as the change item information. To do.

  The index information includes information related to maintenance quality and cost indices managed by the maintenance service provider 120. For example, the time from when the maintenance service providing company 120 receives a maintenance request until the CE is dispatched to the service providing object of the request source until the CE performs maintenance work (hereinafter referred to as RT (Response Time)). In this case, the maintenance service providing company 120 transmits “RT” as the index information.

  The maintenance service providing company 120 receives the simulation result and the virtual business history information transmitted from the business measure construction support service company 130 in response to the support request. The simulation result includes a proposed business measure and an evaluation value.

  Proposed business measures are the contents of business measures that need to be changed due to changes in the business environment, etc., so that maintenance quality is maintained (or improved) or costs are maintained (or reduced). It is a new business measure that has been changed.

  The evaluation value is information indicating one or both of maintenance quality and cost, and is a value calculated by the business measure construction support system 131 for the index information transmitted in the support request.

  The business measure construction support system 131 performs business measure construction support processing based on a support request from the maintenance service provider 120 and transmits a simulation result and virtual work history information. The business measure construction support system 131 is owned by the business measure construction support service company 130.

  The business measure construction support system 131 includes a business simulator unit generated based on simulation information included in the support request. The business simulator unit is a multi-agent simulator using the CE as an agent, and executes a business simulation process for simulating a service business performed by the CE.

  The business measure construction support system 131 causes the business simulator unit to execute a business simulation process based on the changed business measure whose content has been changed for the item specified by the change item information, and generates a virtual business history. In addition, the business measure construction support system 131 calculates an evaluation value based on the generated virtual business history, and further changes the content of the business measure so that the calculated evaluation value satisfies a predetermined condition, To execute the business simulation process.

  Accordingly, the business measure construction support system 131 can generate a virtual business history corresponding to each changed business measure. Further, the business measure construction support system 131 can determine a virtual business history in which the calculated evaluation value satisfies a predetermined condition from the generated virtual business history, and can identify an appropriate business measure.

  The business measure construction support system 131 transmits the identified appropriate business measure to the maintenance service provider 120 as a suggested work measure in association with the evaluation value. Further, the business measure construction support system 131 transmits a virtual business history that satisfies the predetermined evaluation value as a virtual business history information to the maintenance service providing company 120 in association with the evaluation value.

  As a result, the maintenance service providing company 120 can construct a business policy based on the simulation result (proposed business policy, evaluation value) and the virtual business history information. As a result, the maintenance service providing company 120 can construct an appropriate business measure for maintaining (or improving) the maintenance quality and maintaining (or reducing) the cost even when the business measure is changed.

<2. Configuration of maintenance service provision system>
Next, the configuration of the maintenance service providing system 121 will be described in detail.

<2.1 System configuration of maintenance service providing system>
First, the system configuration of the maintenance service providing system 121 will be described. FIG. 2 is a diagram illustrating an example of a maintenance service providing system.

  As shown in FIG. 2, the maintenance service providing system 121 includes a management server 210 and CE terminals 220_1 to 220_m. The management server 210 and the CE terminals 220_1 to 220_m are connected to each other via the network 230.

  The management server 210 is a server device that manages service tasks performed by the CEs 140_1 to 140_m. A management program is installed in the management server 210, and the management server 210 functions as the management unit 211 by executing the management program.

  The management unit 211 stores CE information and maintenance contract information for managing service operations performed by the CEs 140_1 to 140_m in the CE information storage unit 213 or the maintenance contract information storage unit 215.

  In addition, the management unit 211 uses the information input via the CE terminals 220_1 to 220_m when the CEs 140_1 to 140_m perform a service operation as the operation history information or the failure history information, or the operation history information storage unit 212 or the failure Stored in the history information storage unit 214.

  The various information stored in the business history information storage unit 212, the CE information storage unit 213, the failure history information storage unit 214, and the maintenance contract information storage unit 215 are used as simulation information at the time of a support request. Sent to company 130.

<2.2 Information stored in the maintenance service providing system>
Next, details of various types of information (business history information, CE information, failure history information, maintenance contract information) stored in the maintenance service providing system 121 will be described.

(1) Business History Information FIG. 3 is a diagram illustrating an example of business history information. The business history information 300 is information indicating the history of service business performed by the CEs 140_1 to 140_m, and is stored in the business history information storage unit 212. As shown in FIG. 3, the business history information 300 includes information items such as “customer ID”, “device ID”, “maintenance date”, “work CE”, “in charge CE”, “visit category”, and “failure”. "Code" and "Cause code" are included. Furthermore, the work history information 300 includes “acceptance date / time”, “departure date / time”, “arrival date / time”, “completion date / time”, “exit date / time”, “travel time”, and “work time” as information items.

  The “customer ID” stores an identifier for identifying each of the service provision targets 110_1 to 110_n. The “device ID” stores an identifier for identifying each of the maintenance target devices 110_1a to 110_na.

  The “maintenance date” stores the date on which the CE performed maintenance work on the maintenance target device identified by the “device ID”. In “Work CE”, an identifier for identifying the CE that actually performed the maintenance work is stored. The “in-charge CE” stores an identifier for identifying the CE assigned as the main charge for the maintenance target apparatus identified by the “device ID”.

  The “visit category” stores the type of maintenance work performed by the CE. In the case of emergency maintenance work due to the failure of the maintenance target device, “emergency” is stored in the “visit category”. Further, in the case of continuous maintenance work accompanying the failure of the maintenance target device that occurred on the previous day, “continuation” is stored in the “visit category”. Further, in the case of periodic inspection of the maintenance target apparatus, “periodic” is stored in the “visit category”.

  In the “failure code”, a code indicating the content of the failure is stored when the maintenance work accompanying the failure of the maintenance target device is performed. The “cause code” stores a code indicating the cause of the failure when the maintenance work accompanying the failure of the maintenance target device is performed.

  In “Reception date and time”, the reception date and time is stored when a maintenance request is received due to a failure of the maintenance target device. In the “departure date and time”, the date and time when the CE 140_1 to 140_m departed from the base in order to visit the service providing targets 110_1 to 110_n is stored.

  The “date and time of arrival” stores the date and time when the CEs 140_1 to 140_m arrive at the service providing targets 110_1 to 110_n. The “completion date and time” stores the date and time when the maintenance work performed by the CEs 140_1 to 140_m on the maintenance target devices 110_1a to 110_na is completed. The “exit date” stores the date and time when the CEs 140_1 to 140_m exit the service providing targets 110_1 to 110_n.

  The “travel time” stores the time from when the CEs 140_1 to 140_m leave the base until they arrive at the service provision targets 110_1 to 110_n. Alternatively, the time from when the service providing target 110_1 to 110_n is exited until the next service providing target 110_1 to 110_n arrives is stored.

  The “working time” stores the time from when the CEs 140_1 to 140_m arrive at the service providing targets 110_1 to 110_n until the maintenance work is completed.

  The business history information 300 may include items other than the above items. Items other than the above items include, for example, reproducibility of failures, details of measures for failures, treatment results, counter values indicating the amount used (number of color prints, number of monochrome prints, etc.), replacement parts, and the like.

(2) CE Information FIG. 4 is a diagram illustrating an example of CE information, which is stored in the CE information storage unit 213. 4A is an example of CE information (attribute) 400 indicating the attributes of the CEs 140_1 to 140_m. FIG. 4B is an example of CE information (assignment) 410 indicating the assignment of CEs 140_1 to 140_m to the service provision targets 110_1 to 110_n.

  As shown in FIG. 4A, the CE information (attribute) 400 includes “ID”, “base”, “employment form”, “position”, and “activity time” as information items.

  In “ID”, an identifier for identifying the CEs 140_1 to 140_m is stored. The “base” stores an identifier indicating the base where the CEs 140_1 to 140_m are registered. The “employment form” stores information on the employment forms of the CEs 140_1 to 140_m.

  In “Position”, information on the positions of CEs 140_1 to 140_m is stored. The “activity time” stores a time (activity start time to activity end time) in which the CEs 140_1 to 140_m perform service work.

  The CE information (attribute) 400 may include items other than the above items. Items other than the above items include, for example, models that can be serviced and years of work experience.

  As shown in FIG. 4B, the CE information (assignment) 410 includes, as information items, “customer ID”, “customer location”, “device ID”, “main charge CE”, and “sub charge CE”. Is included.

  The “customer ID” stores an identifier for identifying the service provision targets 110_1 to 110_n. The “customer location” stores information indicating the locations of the service provision targets 110_1 to 110_n. The “device ID” stores an identifier for identifying the maintenance target devices 110_1a to 110_na.

  The “main charge CE” stores an identifier for identifying the CE assigned as the main charge for the maintenance target apparatus identified by the “device ID”. The “secondary charge CE” stores an identifier for identifying the CE assigned as the secondary charge for the maintenance target apparatus identified by the “device ID”. The sub charge CE is a CE that performs maintenance work on behalf of the main charge CE in a situation where the main charge CE cannot perform the maintenance work.

(3) Failure History Information and Maintenance Contract Information FIG. 5 is a diagram illustrating an example of failure history information and maintenance contract information, which are stored in the failure history information storage unit 214 or the maintenance contract information storage unit 215, respectively. Among these, FIG. 5A shows an example of the failure history information 500. FIG. 5B shows an example of the maintenance contract information 510.

  The failure history information 500 is obtained by extracting and storing the history of service tasks performed due to the failure of the maintenance target devices 110_1a to 110_na among the history of service tasks stored in the task history information 300. .

  The maintenance contract information 510 is information indicating the contents of a maintenance contract that is concluded between the maintenance service provider 120 and the service provision targets 110_1 to 110_n. The service work performed by the CEs 140_1 to 140_m visits a service provision target based on the period and time specified in the maintenance contract information 510, and performs maintenance work of the contents specified for the specified maintenance target apparatus. Is included.

  The maintenance contract information 510 may include items other than the items shown in FIG. As an item other than the items shown in FIG. 5B, for example, a visit designation date and time can be cited.

<3. Configuration of business policy construction support system>
Next, the configuration of the business measure construction support system 131 will be described in detail.

<3.1 System configuration of business policy construction support system>
First, the system configuration of the business measure construction support system 131 will be described. FIG. 6 is a diagram illustrating an example of a business measure construction support system.

  As illustrated in FIG. 6, the business measure construction support system 131 includes a terminal 610 and a simulation server 620. The terminal 610 and the simulation server 620 are connected to each other via the network 630. In FIG. 6, the terminal 610 and the simulation server 620 are shown as separate bodies, but the terminal 610 and the simulation server 620 may be configured integrally.

  The terminal 610 is an information processing apparatus that performs preprocessing before the simulation server 620 executes business simulation processing and postprocessing after the business simulation processing is executed.

  A pre-processing program and a support program are installed in the terminal 610, and the terminal 610 functions as the pre-processing unit 611 and the support unit 612 by executing the program.

  When the preprocessing unit 611 receives a support request from the maintenance service providing system 121, the preprocessing unit 611 stores the simulation information included in the support request in the simulation information storage unit 613. Further, the preprocessing unit 611 stores the index information included in the support request in the index information storage unit 614.

  The preprocessing unit 611 extracts a simulator adjustment parameter for generating the business simulator unit 621 based on the simulation information stored in the simulation information storage unit 613 and transmits the simulator adjustment parameter to the simulation server 620.

  Furthermore, the pre-processing unit 611 extracts the business measures established in the maintenance service providing company 120 and the constraint conditions defined in the maintenance service providing company 120 based on the simulation information, and notifies the support unit 612 of them. The constraint conditions are information indicating various constraints when changing the content of the business measure for the item specified by the change item information, and various constraints when the business simulator unit 621 executes the business simulation process.

  When receiving the business measure from the preprocessing unit 611, the support unit 612 changes the content of the business measure for the item specified by the change item information included in the support request. In addition, the support unit 612 acquires the virtual business history information from the simulation server 620 by transmitting a business measure including the changed content to the simulation server 620 and executing the business simulation process.

  The support unit 612 analyzes the acquired virtual work history information and calculates an evaluation value based on the index information stored in the index information storage unit 614. The support unit 612 determines whether or not the calculated evaluation value satisfies a predetermined condition. If the predetermined evaluation condition is not satisfied, the support unit 612 further changes the content of the business measure under the constraint condition. In addition, the support unit 612 transmits the changed business measure to the simulation server 620 to execute the business simulation process.

  As described above, the support unit 612 causes the simulation server 620 to execute a business simulation process while changing the content of the business measure for the item specified by the change item information. Then, the support unit 612 repeats these processes until the evaluation value calculated based on the virtual business history information satisfies a predetermined condition.

  When the predetermined condition is satisfied, the support unit 612 transmits the changed business measure to the maintenance service providing company 120 together with the corresponding evaluation value as a proposed business measure. In addition, the support unit 612 transmits virtual work history information in which the calculated evaluation value satisfies a predetermined condition, in association with the evaluation value, to the maintenance service providing company 120.

  The simulation server 620 is a server device that executes a business simulation process based on each business measure each time a changed business measure is received from the terminal 610. The simulation server 620 has a business simulator program installed therein, and the simulation server 620 functions as the business simulator unit 621 by executing the program.

  The business simulator unit 621 is a multi-agent simulator generated based on the simulator adjustment parameter transmitted from the terminal 610. The business simulator unit 621 executes business simulation processing for simulating a service business performed by the CE using the CE as an agent.

  The business simulator unit 621 generates a virtual business history by executing a business simulation process. Further, the business simulator unit 621 transmits the generated virtual business history to the terminal 610 as virtual business history information.

<3.2 Hardware configuration of terminal and simulation server>
Next, the hardware configuration of the terminal 610 and the simulation server 620 constituting the business measure construction support system 131 will be described.

  FIG. 7 is a diagram illustrating an example of a hardware configuration of the terminal and the simulation server. Since the hardware configuration of the terminal and the hardware configuration of the simulation server are substantially the same, the hardware configuration of the terminal 610 will be described here.

  As illustrated in FIG. 7, the terminal 610 includes a CPU (Central Processing Unit) 701, a ROM (Read Only Memory) 702, and a RAM (Random Access Memory) 703 that form a so-called computer. The terminal 610 includes an auxiliary storage unit 704, a user interface unit 705, a network connection unit 706, and a drive unit 707. Note that these hardware constituting the terminal 610 are connected to each other via a bus 708.

  The CPU 701 executes various programs (for example, a preprocessing program and a support program) stored in the auxiliary storage unit 704.

  The ROM 702 is a nonvolatile memory. The ROM 702 stores various programs, data, and the like necessary for the CPU 701 to execute various programs stored in the auxiliary storage unit 704. Specifically, a boot program such as BIOS (Basic Input / Output System) or EFI (Extensible Firmware Interface) is stored.

  The RAM 703 is a main storage device such as a DRAM (Dynamic Random Access Memory) or an SRAM (Static Random Access Memory). The RAM 703 functions as a work area that is expanded when various programs stored in the auxiliary storage unit 704 are executed by the CPU 701.

  The auxiliary storage unit 704 stores various programs executed by the CPU 701 and information (for example, information for simulation, index information, etc.) used when the various programs are executed by the CPU 701. That is, the simulation information storage unit 613 and the index information storage unit 614 are realized in the auxiliary storage unit 704.

  The user interface unit 705 is an input / output device that allows the user of the terminal 610 to input various instructions to the terminal 610 and to display and output internal information of the terminal 610 (for example, proposed business measure, evaluation value, virtual business history information) to the user. It is.

  The network connection unit 706 is a device for connecting to the network 630 and communicating with the simulation server 620. In the present embodiment, the network 630 is connected to the network 230, and the network connection unit 706 can communicate with the maintenance service providing system 121 via the networks 230 and 630.

  The drive unit 707 is a device for setting the recording medium 710. The recording medium 710 here includes a medium for recording information optically, electrically, or magnetically, such as a CD-ROM, a flexible disk, a magneto-optical disk, or the like. The recording medium 710 also includes a semiconductor memory that electrically records information, such as a ROM and a flash memory.

  The various programs stored in the auxiliary storage unit 704 are installed by, for example, setting the distributed recording medium 710 in the drive unit 707 and reading out the various programs recorded in the recording medium 710 by the drive unit 707. Is done. Alternatively, various programs stored in the auxiliary storage unit 704 are installed by being downloaded from the network via the network connection unit 706.

<3.3 Overview of the functions of the business policy construction support system>
Next, an outline of functions of the business measure construction support system 131 will be described. FIG. 8 is a diagram for explaining an outline of functions of the business measure construction support system.

  Among these, FIG. 8A is a diagram described for comparison, and schematically shows how the maintenance service provider 120 manages the service operations performed by the CEs 140_1 to 140_m. As shown in FIG. 8A, the CEs 140_1 to 140_m perform service operations in a real space under predetermined business policies and predetermined constraint conditions.

  As the CEs 140_1 to 140_m perform service business, the maintenance service providing company 120 accumulates business history information. The maintenance service providing company 120 analyzes the work history information every time a certain level of work history information is accumulated, and calculates an evaluation value in the index information of the maintenance quality and cost managed by the maintenance service providing company 120. . Thereby, the maintenance service provider 120 manages that predetermined maintenance quality and cost are maintained in the service work by the CEs 140_1 to 140_m.

  On the other hand, FIG. 8B is a diagram showing an outline of functions of the business measure construction support system 131. As shown in FIG. 8B, the business measure construction support system 131 is a system that reproduces a situation in which the maintenance service providing company 120 provides a maintenance service while managing the service work performed by the CEs 140_1 to 140_m. is there. As shown in FIG. 8B, a business measure and constraint conditions are input to a business simulator unit 621 that simulates a service business performed by the CEs 140_1 to 140_m.

In the business measure input to the business simulator unit 621, when the evaluation value does not satisfy a predetermined condition, the contents of items specified by the change item information are sequentially changed. The example of FIG. 8B shows that the content of the item (item number = 1) specified by the change item information is changed from P ₁ → P ₁ ′ → P ₁ ″.

  The business simulator unit 621 executes a business simulation process each time a business policy after change is input. Thereby, the business simulator unit 621 outputs virtual business history information corresponding to each business measure.

  The output virtual work history information is analyzed, and an evaluation value is calculated based on the index information. When the calculated evaluation value does not satisfy the predetermined condition, the content of the business measure is further changed under the constraint condition, and is input to the business simulator unit 621 again.

  As described above, according to the business measure construction support system 131, the business measure is sequentially changed until the calculated evaluation value satisfies the predetermined condition.

In the example of FIG. 8 (b), the proposed business initiatives = "alpha" is the content of the operation measures item number 1, it was changed to P ₁ → P _{1 ',} the predetermined condition is satisfied evaluation value E ₁ Is obtained. In addition, for the proposed business measure = “β” and “γ”, the content of the business measure of item number 1 was changed from P ₁ ′ → P ₁ ″ or P ₁ ″ → P ₁ ′ ″. This indicates that an evaluation value E ₂ or E ₃ satisfying a predetermined condition is obtained.

  Thus, according to the present embodiment, the content of the business measure is changed so that the evaluation value satisfies the predetermined condition. Therefore, the business policy construction support service company 130 can propose a business policy capable of maintaining either or both of the maintenance quality and the cost to the maintenance service providing company 120.

<3.4 Functional configuration of terminal>
Next, the functional configuration of the terminal 610 will be described. FIG. 9 is a diagram illustrating an example of a functional configuration of the terminal. As illustrated in FIG. 9, the preprocessing unit 611 includes a simulator adjustment parameter extraction unit 901, a business measure extraction unit 902, and a constraint condition extraction unit 903.

  The simulator adjustment parameter extraction unit 901 extracts a simulator adjustment parameter for generating the business simulator unit 621 based on the simulation information stored in the simulation information storage unit 613. The simulator adjustment parameter extraction unit 901 transmits the extracted simulator adjustment parameter to the simulation server 620.

  Based on the simulation information stored in the simulation information storage unit 613, the business measure extraction unit 902 extracts (current) business measures built in the maintenance service providing company 120 and notifies the support unit 612 of them.

  Based on the simulation information stored in the simulation information storage unit 613, the constraint condition extraction unit 903 extracts the constraint conditions determined by the maintenance service providing company 120 and notifies the support unit 612 of them. The constraint conditions include, for example, the CE activity time, the number of models that can be handled by the CE, the number of CEs assigned to one service provision target, and the like.

  As illustrated in FIG. 9, the support unit 612 includes an acquisition unit 911, an evaluation value calculation unit 912, and an output unit 913.

  The acquisition unit 911 changes the content of the item specified by the change item information for the business measure received from the business measure extraction unit 902. In addition, the acquisition unit 911 transmits a business measure including the changed content to the simulation server 620.

  Further, when the acquisition unit 911 receives a change instruction from the evaluation value calculation unit 912, the acquisition unit 911 further changes the content of the business measure for the item specified by the change item information. That is, the acquisition unit 911 also functions as a generation unit that automatically generates business measures with different contents. The acquisition unit 911 automatically generates business policies having different contents by changing the business policies under the constraint conditions received from the constraint condition extraction unit 903.

  Further, the acquisition unit 911 acquires virtual business history information from the simulation server 620 in response to the transmission of the changed business measure. The acquisition unit 911 notifies the evaluation value calculation unit 912 of the acquired virtual business history information.

  The evaluation value calculation unit 912 analyzes the virtual business history information notified from the acquisition unit 911 and calculates an evaluation value based on the index information read from the index information storage unit 614. The evaluation value calculation unit 912 determines whether or not the calculated evaluation value satisfies a predetermined condition. When the evaluation value calculation unit 912 determines that the predetermined condition is not satisfied, the evaluation value calculation unit 912 notifies the acquisition unit 911 of a change instruction. If the evaluation value calculation unit 912 determines that the predetermined condition is satisfied, the evaluation value calculation unit 912 notifies the output unit 913 of the evaluation value.

  When the output unit 913 receives the evaluation value from the evaluation value calculation unit 912, the output unit 913 acquires a business measure (a business measure including the changed content) corresponding to the virtual business history information for which the evaluation value is calculated. Further, the output unit 913 transmits the acquired business measure as suggested business measure information in association with the evaluation value to the maintenance service providing company 120.

  Further, the output unit 913 transmits the virtual business history information used for calculating the evaluation value in association with the evaluation value. As a result, the maintenance service providing company 120 can also analyze the virtual business history information.

<3.5 Functional configuration of simulation server>
Next, the functional configuration of the simulation server 620 will be described. FIG. 10 is a diagram illustrating an example of a functional configuration of the simulation server.

  As illustrated in FIG. 10, the business simulator unit 621 includes a failure occurrence simulator unit 1001, a CE agent simulator unit 1002, a failure solution simulator unit 1003, and a virtual business history generation unit 1004.

  The failure occurrence simulator unit 1001 is generated based on the failure history information 500 included in the simulator adjustment parameter transmitted from the terminal 610. The failure occurrence simulator unit 1001 simulates a failure that occurs in any of the maintenance target devices 110_1a to 110_na, and notifies the CE agent simulator unit 1002 when a failure occurs.

  The failure occurrence simulator unit 1001 may be configured not only to generate a failure based on the failure history information 500 but also to generate a failure that is not in the failure history information 500. The failure not included in the failure history information 500 indicates, for example, a failure that occurs based on a failure rate for each maintenance target device, a usage amount for each maintenance target device, or the like.

  CE agent simulator unit 1002 is generated based on business history information 300, CE information (attribute) 400, CE information (assignment) 410, maintenance contract information 510, etc. included in the simulator adjustment parameters transmitted from terminal 610. . The CE agent simulator unit 1002 simulates the service work (the actions of the CEs 140_1 to 140_m such as when, which CE visits where, and what maintenance work) that the CEs 140_1 to 140_m perform.

  The CE agent simulator unit 1002 simulates a service operation performed by the CEs 140_1 to 140_m when receiving a notification of the occurrence of a failure from the failure occurrence simulator unit 1001. Alternatively, the CE agent simulator unit 1002 simulates the service work performed by the CEs 140_1 to 140_m when the regular maintenance timing included in the maintenance contract information 510 is reached.

  The CE agent simulator unit 1002 is regenerated by the terminal 610 based on the changed business policy every time the business policy is changed.

  The failure solving simulator unit 1003 is generated based on the business history information 300 included in the simulator adjustment parameter transmitted from the terminal 610. The failure solving simulator unit 1003 simulates the maintenance work performed by the CEs 140_1 to 140_m according to the cause of each failure.

  The virtual business history generation unit 1004 generates a virtual business history by recording the contents simulated by the failure occurrence simulator unit 1001, the CE agent simulator unit 1002, and the failure solution simulator unit 1003. It is assumed that the virtual business history generated by the virtual business history generation unit 1004 includes the same format and the same items as the business history information 300. The virtual business history generation unit 1004 transmits the generated virtual business history to the terminal 610 as virtual business history information.

<4. Processing in Business Policy Construction Support System>
Next, the process executed by the business measure construction support system 131 (business measure construction support process) will be described in detail.

<4.1 Overall flow of business policy construction support processing>
First, the overall flow of business policy construction support processing will be described. FIG. 11 is a flowchart showing the flow of the business measure construction support process.

  In step S1101, the preprocessing unit 611 of the terminal 610 determines whether a support request from the maintenance service providing company 120 has been received. If it is determined in step S1101 that a support request has not been received, the process waits until a support request is received.

  On the other hand, if it is determined in step S1101 that the support request has been received, the process proceeds to step S1102. In step S1102, the preprocessing unit 611 generates the business simulator unit 621 of the simulation server 620 using the simulator adjustment parameter generated based on the simulation information. In addition, the preprocessing unit 611 notifies the support unit 612 of the business measures and constraint conditions extracted based on the simulation information.

  In step S1103, the support unit 612 changes the content of the business measure notified from the preprocessing unit 611 for the item specified by the change item information, and inputs the business measure including the changed content to the business simulator unit 621. To do.

  In step S1104, the business simulator unit 621 executes a business simulation process and generates a virtual business history.

  In step S1105, the support unit 612 acquires virtual business history information from the business simulator unit 621, and calculates an evaluation value by analyzing the virtual business history.

  In step S1106, the support unit 612 determines whether the calculated evaluation value satisfies the first end condition. The first end condition is set with a predetermined condition for maintaining (or improving) the maintenance quality of the maintenance service provided by the maintenance service providing company 120 or maintaining (reducing) the cost.

  If it is determined in step S1106 that the first termination condition is not satisfied, the process returns to step S1103, the contents of the business measure are further changed, and steps S1104 and S1105 are executed.

  On the other hand, if it is determined in step S1106 that the first end condition is satisfied, the process proceeds to step S1107. In step S1107, the support unit 612 transmits the simulation result including the proposed business measure and the evaluation value and the virtual business history information to the maintenance service providing company 120, and ends the business measure construction support process.

<4.2 Flow of business simulation processing>
Next, the flow of the business simulation process (step S1104 in FIG. 11) will be described. FIG. 12 is a flowchart showing the flow of the business simulation process.

  In step S1201, the business simulator unit 621 determines whether or not the current time in the business simulation process satisfies the second end condition. Note that a simulation period in the business simulation process is set as the second end condition. In the present embodiment, “one year” is set as the second end condition. Therefore, the business simulator unit 621 determines that the second end condition is satisfied when the current time in the business simulation process has passed one year from the time when the maintenance service starts in the business simulation process, and the business simulation process Exit. The period set as the second end condition is arbitrary, and a period shorter than “one year” may be set or a longer period may be set.

  On the other hand, if it is determined in step S1201 that the second end condition is not satisfied, the process proceeds to step S1202. In step S1202, the CE agent simulator unit 1002 determines whether or not a failure has occurred in the failure occurrence simulator unit 1001. If it is determined in step S1202 that no failure has occurred, the process advances to step S1204.

  On the other hand, if it is determined in step S1202 that a failure has occurred, the process proceeds to step S1203. In step S1203, the CE agent simulator unit 1002 executes processing (failure occurrence processing) when a failure occurs.

  In step S1204, the CE agent simulator unit 1002 and the failure solving simulator unit 1003 execute an action determination process that simulates a service task (behavior of the CEs 140_1 to 140_m) performed by the CEs 140_1 to 140_m.

  In step S1205, the business simulator unit 621 updates the current time in the business simulation process, and returns to step S1201.

  As described above, by executing the business simulation process shown in FIG. 12, the service business for one year performed by the CEs 140_1 to 140_m can be simulated.

<4.3 Flow of failure occurrence processing>
Next, the flow of failure occurrence processing (step S1203 in FIG. 12) will be described. FIG. 13 is a flowchart showing the flow of failure occurrence processing.

  In step S <b> 1301, the CE agent simulator unit 1002 determines whether or not a sub-charge CE is assigned to a service provision target that owns a maintenance target apparatus in which a failure has occurred.

  If it is determined in step S1301 that no sub-charge CE is assigned, the process proceeds to step S1302. In step S1302, the CE agent simulator unit 1002 determines whether the main charge CE assigned to the service target that owns the maintenance target apparatus in which the failure has currently has two or more emergency cases. .

  If it is determined in step S1302 that two or more cases are not held, the process proceeds to step S1303. In step S1303, the CE agent simulator unit 1002 assigns the maintenance work for the maintenance target apparatus in which the failure has occurred to the main charge CE.

  On the other hand, if it is determined in step S1302 that two or more cases are held, the process proceeds to step S1304. In step S1304, the CE agent simulator unit 1002 assigns maintenance work for the maintenance target apparatus in which a failure has occurred to a CE randomly selected from the CEs 140_1 to 140_m. The CE agent simulator unit 1002 may select CEs to be assigned at random after narrowing down the CEs 140_1 to 140_m.

  On the other hand, if it is determined in step S1301 that the sub-charge CE is assigned, the process proceeds to step S1311. In step S1311, the CE agent simulator unit 1002 determines whether the main charge CE has an emergency case.

  In step S1311, when it is determined that the main charge CE does not have an emergency case, the process proceeds to step S1312. In step S1312, the CE agent simulator unit 1002 assigns the maintenance work for the maintenance target apparatus in which the failure has occurred to the main charge CE.

  On the other hand, when it is determined in step S1311 that the main charge CE has an emergency case, the process proceeds to step S1313. In step S1313, the CE agent simulator unit 1002 determines whether the sub-charge CE has an emergency case.

  If it is determined in step S1313 that the sub-charge CE does not have an emergency case, the process proceeds to step S1314. In step S1314, the CE agent simulator unit 1002 assigns the maintenance work for the maintenance target apparatus in which the failure has occurred to the sub-charge CE.

  On the other hand, if it is determined in step S1313 that the sub-charge CE has an emergency case, the process proceeds to step S1315. In step S1315, the CE agent simulator unit 1002 determines whether or not the main charge CE has two or more emergency cases.

  If it is determined in step S1315 that the main charge CE does not have two or more emergency cases, the process proceeds to step S1316. In step S1316, the CE agent simulator unit 1002 assigns the maintenance work for the maintenance target apparatus in which the failure has occurred to the main charge CE.

  On the other hand, if it is determined in step S1315 that the main charge CE has two or more emergency cases, the process proceeds to step S1317. In step S1317, the CE agent simulator unit 1002 assigns maintenance work for the maintenance target apparatus in which a failure has occurred to a CE randomly selected from the CEs 140_1 to 140_m. The CE agent simulator unit 1002 may select CEs to be assigned at random after narrowing down the CEs 140_1 to 140_m.

  In this way, by performing the failure occurrence process shown in FIG. 13, maintenance work can be performed on the maintenance target device in which a failure has occurred in either the main CE or the sub-CE (or other CE) when the failure occurs. You can decide whether to allocate.

<4.4 Flow of action decision processing>
Next, the flow of the action determination process (step S1204 in FIG. 12) will be described. FIG. 14 is a flowchart showing the flow of the action determination process. Here, in order to simplify the description, an action determination process for the CE 140_1 will be described.

  In step S1401, the CE agent simulator unit 1002 determines whether the CE 140_1 is in a maintenance work end state.

  If the predetermined time (travel time from the base to the service provision target) has not elapsed since the CE 140_1 departed from the base to visit the service provision target, it is determined that the maintenance work is not completed (moving). The process proceeds to step S1407. Even after the predetermined time has elapsed, if the failure solving simulator unit 1003 is operating, it is determined that the maintenance work is not completed (maintenance work is in progress), and the process proceeds to step S1407.

  On the other hand, if CE 140_1 is at the base, or if a predetermined time has passed since CE 140_1 departed from the base and CE 140_1 is not operating the failure solving simulator unit 1003, it is determined that the maintenance work has been completed. The process proceeds to step S1402.

  In step S1402, the CE agent simulator unit 1002 determines whether the maintenance work for the maintenance target apparatus in which the failure has occurred is assigned to the CE 140_1. If it is determined that maintenance work is not assigned to the maintenance target apparatus in which the failure has occurred, the process returns to step S1205 in FIG.

  On the other hand, if it is determined in step S1402 that the maintenance work for the maintenance target apparatus in which the failure has occurred is assigned to the CE 140_1, the process proceeds to step S1403.

  In step S1403, the CE agent simulator unit 1002 selects a maintenance work to be preferentially performed by the CE 140_1 among the assigned maintenance work. FIG. 15 is a diagram illustrating an example of maintenance operation selection logic. As shown in FIG. 15, CE agent simulator unit 1002 selects a maintenance work to be preferentially performed among the assigned maintenance work according to a predetermined decision tree. 15 is generated by performing machine learning based on the work history information 300, for example.

  The example of FIG. 15 shows a decision tree for selecting one of two assigned maintenance operations (a maintenance operation with a work name “task A” and a maintenance operation with a work name “task B”). . According to the example of FIG. 15, when the maintenance task visit category of “Task A” corresponds to “Continue” and the visit category of maintenance task of “Task B” does not correspond to “Continue”, “Task A” "Maintenance work" is selected.

  Further, according to the example of FIG. 15, when the maintenance task visit category of “task A” corresponds to “continue”, but the maintenance task visit category of “task B” does not correspond to “continue”, “task” If the maintenance request of A "is earlier in the maintenance request timing, the maintenance work of" task A "is selected.

  As described above, when there are a plurality of assigned maintenance work, the maintenance work to be preferentially performed by the CE 140_1 is selected based on the visit category and the like.

  Returning to the description of FIG. In step S <b> 1404, the CE agent simulator unit 1002 executes a departure possibility determination process for determining whether it is possible to leave for the service providing target.

  If the result of determination in step S1404 is that departure is not possible, in step S1405, the CE agent simulator unit 1002 returns to step S1205 in FIG.

  On the other hand, if the result of determination in step S1404 is that departure is possible, in step S1405, the CE agent simulator unit 1002 proceeds to step S1406.

  In step S1406, the CE agent simulator unit 1002 determines that the CE 140_1 has departed from the base for visiting the service provision target, and determines that the CE 140_1 is in a maintenance work execution state. It should be noted that the failure resolution simulator unit 1003 starts operating for CE 140_1 after a predetermined time has elapsed since the departure of the base for CE 140_1 to visit the service provision target (after the travel time from the base to the service provision target has elapsed). To do.

  In step S1407, the CE agent simulator unit 1002 determines whether the CE 140_1 has finished the maintenance work.

  When the end of the operation of the failure solving simulator unit 1003 is not detected for the CE 140_1, it is determined that the maintenance work has not been finished (moving or under maintenance work), and the process returns to step S1205 in FIG.

  On the other hand, when the end of the operation of the failure solving simulator unit 1003 is detected for the CE 140_1, it is determined that the CE 140_1 has finished the maintenance work, and the process proceeds to step S1408.

  In step S1408, the CE agent simulator unit 1002 determines that the CE 140_1 is in a maintenance work end state.

  In this way, the behavior of the CE can be simulated by executing the behavior determination process shown in FIG.

  In addition, the process order of each process included in the action determination process is not limited to the flowchart shown in FIG. For example, the departure possibility determination process may be executed before the maintenance work selection process. In this case, whether or not departure is possible is determined for a plurality of maintenance operations, and the maintenance operation to be performed with priority is selected from the maintenance operations determined to be possible to start.

<4.5 Flow of Departure Acceptability Determination Process>
Next, the flow of the departure permission determination process (step S1404 in FIG. 14) will be described. FIG. 16 is a flowchart showing a flow of departure permission / inhibition determination processing.

  In step S <b> 1601, the CE agent simulator unit 1002 determines whether the maintenance work visit category corresponds to “continue” or “emergency”. If it is determined in step S1601 that it corresponds to “continuation” or “emergency”, the process proceeds to step S1602.

  In step S1602, the CE agent simulator unit 1002 determines that it is possible to leave the base toward the service provision target.

  On the other hand, if it is determined in step S1601 that it does not correspond to “continuation” or “emergency”, the process proceeds to step S1603. In step S1603, it is determined whether or not the current time in the business simulation process falls within the activity time defined in the CE information (attribute) 400.

  If it is determined in step S1603 that the activity does not fall within the activity time, the process proceeds to step S1606. On the other hand, if it is determined in step S1603 that it falls within the activity time, the process proceeds to step S1604.

  In step S1604, the CE agent simulator unit 1002 determines whether or not there is a visit designated date and time when visiting the service provision target. If it is determined in step S1604 that there is no visit designated date and time, the process proceeds to step S1602.

  On the other hand, if it is determined in step S1604 that there is a visit designated date and time, the process proceeds to step S1605. In step S1605, the CE agent simulator unit 1002 determines whether or not the current time in the business simulation process corresponds to a visit designated date and time.

  If it is determined in step S1605 that the designated visit date / time is applicable, the process advances to step S1602. On the other hand, if it is determined in step S1605 that it does not correspond to the visit designated date and time, the process proceeds to step S1606.

  In step S1606, the CE agent simulator unit 1002 determines that it is not possible to leave for the service provision target.

  In this way, by executing the departure possibility determination process shown in FIG. 16, it is possible to determine whether the departure to the service providing target of the CE 140_1 is possible.

<4.6 Results of business simulation processing>
Next, a specific example of the service business performed by the CE 140_1 in the business simulation process will be described.

  FIG. 17 is a diagram illustrating an example of a service business performed by the CE, and schematically illustrates a result of the business simulation process. As shown in FIG. 17, when a maintenance request 1701 is generated at 10:00, failure occurrence processing (FIG. 13) and action determination processing (FIG. 14) are executed. As a result, the maintenance work with the work name = “task A” is assigned to the CE 140_1, and the CE 140_1 sets the base toward the service provision target that is the request source of the maintenance request 1701 at 10:20 when it is determined that the departure is possible. depart.

  Thereafter, when a maintenance request 1702 is generated at 10:30, failure occurrence processing (FIG. 13) is executed, and maintenance work (“task B”) based on the maintenance request 1702 is assigned to the CE 140_1.

  Further, when a maintenance request 1703 is generated at 11:00, a failure occurrence process (FIG. 13) is executed, and a maintenance operation (“task C”) based on the maintenance request 1703 is assigned to the CE 140_1.

  The CE 140_1 arrives at the service provision target at 10:50 and starts the maintenance work whose work name is “task A”. When the maintenance work of “task A” by CE 140_1 is completed at 11:30, an action determination process (FIG. 14) is executed.

  At this time, since the maintenance work whose work name is “task B” and the maintenance work whose work name is “task C” are assigned to CE 140_1, step S1403 (maintenance work selection) of the action determination process is executed. Thus, any maintenance work is selected. Here, it is assumed that the maintenance work whose work name is “task B” is selected. As a result, at 11:30, the CE 140_1 departs toward the service providing target that is the request source of the maintenance request 1703. The CE 140_1 arrives at the service provision target at 12:00 and starts the maintenance work whose work name is “task B”.

  When the maintenance work of “task B” by CE 140_1 is completed at 12:40, step S1403 (maintenance work selection) of the action determination process (FIG. 14) is executed. At this time, since the maintenance work with the work name “task C” is assigned to the CE 140_1, the CE 140_1 becomes the service providing target that is the request source of the maintenance request 1702 at 13:00 when it is determined that the departure is possible. Depart for. CE 140_1 arrives at the service provision target at 13:20, and starts the maintenance work whose work name is “task C”.

  Thereafter, when a maintenance request 1704 is generated at 14:00, failure occurrence processing (FIG. 13) is executed, and maintenance work based on the maintenance request 1704 is assigned to the CE 140_1.

  Further, when the maintenance work of “task C” by CE 140_1 is completed at 14:30, step S1403 (maintenance work selection) of the action determination process (FIG. 14) is executed. At this time, the maintenance work whose work name is “task D” is assigned to CE 140_1, but the maintenance work is expected to be completed within the activity time.

  Therefore, the CE 140_1 departs toward the service provision target that is the request source of the maintenance request 1704 at 14:30 when it is determined that the departure is possible. When the CE 140_1 arrives at the service provision target at 14:50, it starts the maintenance work with the work name "task D".

  Thereafter, when the maintenance work of “task D” by CE 140_1 is completed at 15:30, an action determination process (FIG. 14) is executed. At this time, since there is no maintenance work assignment, the service work on that day by the CE 140_1 ends.

<4.7 Virtual Work History>
Next, the virtual business history information generated by the business simulation process being executed by the business simulator unit 621 will be described.

  FIG. 18 is a diagram illustrating an example of virtual business history information. As shown in FIG. 18, the virtual business history information 1800 has the same format and the same items as the business history information 300 shown in FIG.

  As a result, the maintenance service providing company 120 receives the virtual business history information 1800 together with the simulation result, thereby constructing a business measure while comparing it with the business history information 300 stored in the simulation information storage unit 613. it can.

  In the case of the virtual job history information 1800, since it is generated by executing the job simulation process for a period earlier than the current date and time in the real space, the maintenance date or the like has a date and time earlier than the current date and time in the real space. Is stored.

<5. Example of business policy construction process>
Next, an example of business measure construction support processing by the business measure construction support system 131 will be described. FIG. 19 is a diagram illustrating an example of business measure construction support processing.

Specifically, in the support request transmitted from the maintenance service provider 120,
-Change item information = "assignment of each CE to the service provision target (main charge)"
-Index information = "RT"
This is an example of the business measure construction support processing in the case where is included.

As shown in FIG. 19, the current content 1910 in the item of business measure = “assignment of each CE to the service provision target (main charge)” is as follows.
-CE140_1 is assigned to customer ID = C110_1.
-CE140_2 is assigned to customer ID = C110_2.
-CE140_3 is allocated to customer ID = C110_3.

  First, the acquisition unit 911 inputs a business measure including the content 1910 to the business simulator unit 621, and executes a business simulation process. As a result, the business simulator unit 621 generates virtual business history information. The evaluation value calculation unit 912 calculates RT based on the generated virtual business history information.

Subsequently, the acquisition unit 911 changes the content 1910 of “assignment of each CE to the service provision target (main charge)” to the content 1920. The content 1920 after the change is as follows.
-CE140_1 is assigned to customer ID = C110_1.
-CE140_2 is assigned to customer ID = C110_2.
-CE140_2 is assigned to the customer ID = C110_3.

  The acquisition unit 911 inputs a business measure including the changed content 1920 to the business simulator unit 621 and causes a business simulation process to be executed. As a result, the business simulator unit 621 generates virtual business history information.

  The evaluation value calculation unit 912 calculates RT based on the generated virtual business history information, and determines whether the calculated RT satisfies a predetermined condition. Here, it is assumed that the evaluation value calculation unit 912 determines that the calculated RT satisfies a predetermined condition.

  FIG. 20 is a diagram illustrating a specific example of the evaluation value. As shown in FIG. 20, in the case of the current business measure (the business measure including the content 1910) in the maintenance service providing company 120, RT = 100 minutes (see graph 2001).

  On the other hand, in the case of a business measure including the changed content 1920, RT = 82 minutes (see graph 2002). In this case, in the business measure construction support system 131, the business measure including the changed content 1920 is transmitted to the maintenance service providing company 120 together with the evaluation value (RT = 82 minutes) as a suggested work measure.

  FIG. 21 is a diagram illustrating a specific example of a simulation result. As shown in FIG. 21, the simulation result 2100 includes changed content 1920 as the proposed work measure α. The simulation result 2100 includes RT = 82 minutes as an evaluation value.

  In the example of FIG. 21, the content 1910 of the current business measure and the evaluation value corresponding to the current business measure are also included in the simulation result 2100 for comparison.

  As a result, the maintenance service provider 120 that has received the simulation result 2100 can construct a business measure based on the proposed business measure α. As a result, the maintenance service providing company 120 can improve the maintenance quality.

<6. Summary>
As is clear from the above description, the business measure construction support system 131 according to the present embodiment is
A business simulator unit is included, and the business simulator unit executes a simulation for a service business performed by the CE under a predetermined business policy, and generates a virtual business history.
-The business simulator department responds to each business measure by sequentially executing simulations under business measures with different contents (business measures with different CE assignments to the service provision target (main charge)) Get virtual job history information.
When the evaluation value calculated based on the acquired virtual business history information satisfies a predetermined condition, the business measure corresponding to the virtual business history information is output in association with the evaluation value as the proposed business measure information.

  Thereby, according to the business measure construction support system concerning this embodiment, even if it is a case where change of a business measure is demanded about a predetermined item, maintenance quality is maintained (or improved), and cost is maintained (or It is possible to propose appropriate business measures to reduce the That is, it is possible to support the construction of business measures in service business.

[Second Embodiment]
In the first embodiment, the acquisition unit 911 is configured to change the content of the business measure for one item specified by the change item information. However, the number of items specified by the change item information is not limited to one, and the acquisition unit 911 may be configured to change the content of the business measure for a plurality of items.

  FIG. 22 is a diagram illustrating an example of business measure construction support processing. The example of FIG. 22 illustrates a case where the change item information includes three items (the number of CEs, the CE allocation (sub-charge) for the service provision target, and the activity start time).

  As illustrated in FIG. 22, the acquisition unit 911 sequentially inputs each business measure to the business simulator unit 621 while changing the contents of these three items specified by the change item information, thereby performing a business simulation. Execute the process.

  In the example of FIG. 22, the activity start time is fixed at 11:00, and the number of CEs is changed from 15 to 10 people. Furthermore, the business simulator 621 is caused to execute a business simulation process under each business measure while changing the assignment (sub-charge) of each CE to the service provision target from none → one → two.

  Then, with the number of CEs changed from 15 to 10, the activity start time is changed to 10:00. Furthermore, the business simulator 621 is caused to execute a business simulation process under the respective business measures while changing the assignment (secondary charge) of each CE to the service provision target from none → 1 person → 2 people.

  Note that the content of the business measures for multiple items may be changed by the user, or a predetermined algorithm (mountain climbing method, pseudo annealing method, genetic algorithm, tabu search, differential evolution method, evolution strategy method, etc.) The acquisition unit 911 may automatically perform based on the above. Further, the order of change may be such that the contents are changed one item at a time, or the contents of a plurality of items may be changed simultaneously. Furthermore, as a method of change, predetermined contents may be sequentially replaced, or items and contents to be changed next may be determined based on the calculated RT.

  FIG. 23 is a diagram illustrating a specific example of the evaluation value. As shown in FIG. 23, the current business policy at the maintenance service provider 120 (the number of CEs = 15, the allocation of each CE to the service provision target (secondary charge) = 1 person, the activity start time = 11: 00) In this case, RT = 75 minutes.

  On the other hand, the graphs 2001 to 2003 and 2011 to 2013 were calculated by changing the allocation (sub charge) of each CE to the service provision target and the activity start time, with the number of CEs = 10. RT is shown.

  Of these, the graph 2301 indicates that RT = 100 minutes when the assignment of each CE to the service provision target (secondary charge) = 0 and the activity start time = 11: 00. The graph 2302 indicates that RT = 92 minutes when the assignment of each CE to the service provision target (secondary charge) = 1 person and the activity start time = 11: 00. A graph 2303 indicates that RT = 83 minutes when the assignment of each CE to the service provision target (secondary charge) = 2 persons and the activity start time = 11: 00.

  In this way, when the number of CEs is set to 10 and the allocation (sub charge) of each CE to the service provision target is changed, the cost (personnel cost) can be reduced, but the RT value is worse than the current state, Maintenance quality will deteriorate.

  On the other hand, the graph 2311 indicates that RT = 92 minutes when the assignment of each CE to the service provision target (secondary charge) = 0 and the activity start time = 10: 00. The graph 2312 indicates that RT = 83 minutes when the assignment of each CE to the service provision target (secondary charge) = 1 person and the activity start time = 10: 00. A graph 2313 indicates that RT = 75 minutes when the assignment (secondary charge) of each CE to the service providing target = 2 persons and the activity start time = 10: 00.

  In this way, when the number of CEs is 10, the allocation of each CE to the service provision target (secondary charge) is 2, and if the activity start time is 10:00, RT becomes the same as the current situation, Cost can be reduced while maintaining maintenance quality.

  FIG. 24 is a diagram illustrating a specific example of a simulation result. As shown in FIG. 24, the simulation result 2400 includes, as the proposed work measure α, the number of CEs = 10, the assignment of each CE to the service provision target (secondary charge) = 2, and the activity start time = 10: 00. Is included. The simulation result 2400 includes RT = 75 minutes as an evaluation value.

  Further, in the example of FIG. 24, the contents of the current business measure and the evaluation value in the current business measure are also included in the simulation result 2400 for comparison.

  As a result, the maintenance service providing company 120 that has received the simulation result 2400 can construct a business measure based on the proposed business measure α. As a result, the maintenance service providing company 120 can reduce the cost while maintaining the maintenance quality.

As is clear from the above description, the business measure construction support system 131 according to the present embodiment is
A business simulator unit is included, and the business simulator unit executes a simulation for a service business performed by the CE under a predetermined business policy, and generates a virtual business history.
The virtual business history information corresponding to each business measure is acquired by causing the business simulator unit to sequentially execute simulations under a business measure including different contents for a plurality of items.
When the evaluation value calculated based on the acquired virtual business history information satisfies a predetermined condition, the business measure corresponding to the virtual business history information is output in association with the evaluation value as the proposed business measure information.

  Thereby, according to the business measure construction support system concerning this embodiment, even if it is a case where change of a business measure is demanded about a plurality of items, for maintaining either one or both of maintenance quality and cost Appropriate business measures can be proposed. That is, it is possible to support the construction of business measures in service business.

[Third Embodiment]
In the said 1st and 2nd embodiment, it was set as the structure which changes the content of a business measure about the item of 1 or several (2nd embodiment "3") specified by change item information. However, the item changed by the acquisition unit 911 is not limited to the item specified by the change item information. In addition to the items specified by the change item information, the contents of other items may also be changed to propose a business measure that improves the maintenance quality or reduces the cost.

  In the second embodiment, the case where the number of CEs is changed from 15 to 10 among a plurality of items specified by the change item information and the business simulation process is executed has been described. However, when changing the business measure, the business simulator unit may be configured to execute the business simulation process for all change patterns included in the change section.

  For example, when changing the number of CEs from 15 to 10, when the number of CEs is 14, 13 is 12, 12 is 11, 11 is 10 For each of these, a business simulation process may be executed.

  In the second embodiment, a plurality of items specified by the change item information have been described as being handled equally. However, based on designation from the maintenance service provider 120, the items may be handled hierarchically. Good. For example, if the maintenance service provider 120 has previously given candidate values for the number of sub-assigned CEs, other items specified by the change item information for each candidate value The contents of may be changed.

[Fourth Embodiment]
In the first and second embodiments, the case where RT is used as the index information has been described, but the index information is not limited to this. For example, the index information includes the stop time of the maintenance target device due to the failure, the ratio of the cases where the maintenance target device is restored by the CE visiting the service provision target, etc. You may make it use as.

  In the first and second embodiments, the information related to the maintenance quality index is mainly referred to as the index information. However, the same applies to the information related to the cost index (total cost for service work, etc.).

  Moreover, although the said 1st and 2nd embodiment demonstrated the case where the content of a business measure was changed so that one evaluation value may satisfy | fill predetermined conditions, multiple evaluation values may be sufficient. When there are a plurality of evaluation values, the business measure construction support system 131 outputs a business measure when the plurality of evaluation values satisfy each condition as a proposed business measure.

  In the first and second embodiments, the business simulation process is executed until the evaluation value satisfies a predetermined condition. However, the business simulation process is executed until the evaluation value is optimized. You may comprise as follows.

  When the evaluation values of a plurality of index information are simultaneously optimized, the optimization may be performed using a multi-objective optimization algorithm (evolved multi-objective optimization, multi-objective genetic algorithm, ε constraint method, etc.). In this case, a simulation result including a Pareto solution set that clarifies a trade-off relationship between a plurality of index information is transmitted to the maintenance service providing company 120. In this case, the maintenance service providing company 120 can select the most suitable business measure from the acquired Pareto solution set. In addition, the maintenance service providing company 120 performs data mining on the acquired Pareto solution set (a set of business measures and evaluation values) to obtain relationships and knowledge between the business measures and the evaluation values. You can also get

  In the first and second embodiments described above, the predetermined time (fixed value) is used as the travel time from when the CE leaves the base until it arrives at the service provision target. However, in order to simulate the travel time, a geographical simulator part is separately arranged, based on the location of the base, the location of the service provision target, the transportation between the location of the base and the location of the service provision, the travel time, etc. You may comprise so that movement time may be simulated.

  In the first and second embodiments, the case where the business measure construction support system 131 outputs a simulation result in response to a support request from a maintenance service provider has been described. However, the target for supporting the construction of business measures is not limited to a maintenance service provider, and may be a company that provides other services, or a local government.

  In the first and second embodiments, the business measure construction support system 131 has been described as owned by the business measure construction support service company 130 different from the maintenance service providing company 120. However, the business service construction support system 131 may be owned by the maintenance service provider 120.

  It should be noted that the present invention is not limited to the configuration shown here, such as a combination with other elements in the configuration described in the above embodiment. These points can be changed without departing from the spirit of the present invention, and can be appropriately determined according to the application form.

110_1 to 110_n: Service providing target 110_1a to 110_na: Maintenance target device 120: Maintenance service providing company 121: Maintenance service providing system 130: Business policy construction support service company 131: Business policy construction support system 140_1 to 140_m: Customer engineer 300: Business History information 610: Terminal 611: Preprocessing unit 612: Support unit 620: Simulation server 621: Business simulator unit 911: Acquisition unit 912: Evaluation value calculation unit 913: Output unit 1800: Virtual business history information 2100: Simulation result

JP 2006-338274 A JP 2005-182465 A Japanese Patent Laid-Open No. 2003-150891

Claims (12)

A business simulator unit that generates a virtual business history by executing a simulation of a service business performed by a service provider under a predetermined business policy;
An acquisition unit that acquires a virtual business history corresponding to each business measure by causing the business simulator unit to sequentially perform simulations under different business measures,
When the evaluation value calculated based on the virtual business history acquired by the acquisition unit satisfies a predetermined condition, the business measure corresponding to the virtual business history is output in association with the evaluation value A business policy construction support system characterized by having a department.   The business measure construction support system according to claim 1, wherein the output unit further outputs the virtual business history acquired by the acquisition unit in association with the evaluation value. And further comprising a generating unit for generating the business measure having the different contents,
The generation unit newly generates a business measure having a different content when an evaluation value calculated based on the virtual business history acquired by the acquisition unit does not satisfy a predetermined condition. The business measure construction support system according to claim 1 or 2.   4. The business measure construction support system according to claim 3, wherein the generation unit generates the business measure having the different contents under a restriction condition extracted based on the predetermined business measure.   The said business simulator part is produced | generated based on the business history at the time of a service provider performing a service business under the said predetermined business measure, The Claim 1 thru | or 3 characterized by the above-mentioned. The business policy construction support system described.   The business policy construction support system according to claim 5, wherein the business simulator unit is a multi-agent simulator using the service provider as an agent.   7. The business measure construction support system according to claim 5 or 6, wherein the business simulator unit generates the virtual business history including the same items as the items included in the business history.   4. The business measure construction according to claim 1, wherein the business simulator unit executes the simulation under a restriction condition extracted based on the predetermined business measure. Support system.   The business measures include at least assignment of a service provider to a service provision target, assignment of a service provider to a device included in the service provision target, the number of service providers, and behavior when the service provider performs a service business Rules, activity time, activity scope, service provider employment status, number of locations where service providers are enrolled, location of locations, assignment of service providers to locations, functions assigned to each location are included The business measure construction support system according to any one of claims 1 to 3, wherein:   The evaluation value includes at least the time from when a service provision request is received from a service provision target until the service provider starts a service operation for the service provision target by the service provider. The apparatus includes any one of a time when a device on which a service operation has been performed is stopped and a rate at which the device is restored due to an initial visit of the service provider with respect to the service provision target. The business measure construction support system according to any one of 1 to 3. A business policy construction support method that supports the construction of a business policy using a business simulator unit that generates a virtual business history by executing a simulation of a service business performed by a service provider under a predetermined business policy Because
An acquisition step of acquiring a virtual business history corresponding to each business measure by causing the business simulator unit to sequentially execute a simulation under business policies of different contents;
When an evaluation value calculated based on the virtual business history acquired in the acquisition step satisfies a predetermined condition, a business measure corresponding to the virtual business history is output in association with the evaluation value. A business policy construction support method characterized by having an output process. A computer that operates a business simulator unit that generates a virtual business history by executing a simulation of a service business performed by a service provider under a predetermined business policy.
An acquisition step of acquiring a virtual business history corresponding to each business measure by causing the business simulator unit to sequentially execute a simulation under business policies of different contents;
When an evaluation value calculated based on the virtual business history acquired in the acquisition step satisfies a predetermined condition, a business measure corresponding to the virtual business history is output in association with the evaluation value. A program for executing the output process.

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