JP2018041295A - System and method for evaluating quality of administrative tasks - Google Patents

Abstract

PROBLEM TO BE SOLVED: To objectively evaluate the quality of administrative tasks including building maintenance.SOLUTION: The administrative task quality evaluation system includes: a storage unit 2 for storing task report information showing the result of an administrative task; a task extraction unit 3 for extracting task report information on tasks which generated unexpectedly of the task report information stored in the storage unit 2; and a grouped counting unit 4 for counting the number of tasks which generated unexpectedly according to the predetermined groups of tasks based on the extracted task report information.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a management work quality evaluation system and method for evaluating the quality of management work such as building maintenance.

  Since the quality of building management operations has a great impact on the quality of service to the residents of a building, it is a matter of strong interest for building owners. However, the building owner often outsources the management work to an external building management company and does not contact the building manager every day. For this reason, the building owner must evaluate the business quality of the building management company based on the business report created by the management company. In addition, since the building owner is not familiar with building management work, the work quality cannot be objectively evaluated.

  Therefore, for example, as a method for objectively evaluating the quality of building management work, a method for comparing the number of operations defined in the standard management specification with the number of operations in the current management specification has already been proposed (patent) Reference 1).

JP 2007-293926 A

  In the technique disclosed in Patent Document 1, management work such as building maintenance is automatically evaluated based on work with standard management specifications (for example, periodic inspection work and periodic repair work). However, because the procedures and procedures are prepared in advance for the work with these standard management specifications, there is a problem that it is difficult to make a difference in the response of the building manager and the management work cannot be evaluated essentially. .

  The present invention has been made to solve the above-described problems, and an object thereof is to provide a management work quality evaluation system and method capable of objectively evaluating the quality of management work such as building maintenance.

The management business quality evaluation system according to the present invention includes a storage means for storing business report information indicating a result of the management work, and business report information of a suddenly generated work among the business report information stored in the storage means. A category that counts the number of incidents that occurred suddenly during the evaluation target period according to a predetermined job category based on the task report information extracted by the task extraction unit And a separate counting means.
Moreover, in one configuration example of the management business quality evaluation system of the present invention, the division counting means divides the business by location and business content, or by facility and business content.
Further, in one configuration example of the management business quality evaluation system of the present invention, the system further comprises business evaluation means for evaluating the quality of the management work for each category based on the number of business operations counted by the category by the category counting means. The business evaluation means is characterized in that the quality evaluation of the business is lowered as the number of business increases.

Further, the management work quality evaluation system of the present invention includes a storage means for storing work report information indicating a result of the management work, and a work of an unexpectedly generated work among the work report information stored in the storage means. The work extraction means for extracting report information for the period to be evaluated, and the initial response time acquisition for acquiring the time required for the initial response work according to the predetermined work categories based on the work report information extracted by the work extraction means Means.
Further, in one configuration example of the management business quality evaluation system of the present invention, the initial response time acquisition means classifies the business by location and business content, or by facility and business content. .
Further, in one configuration example of the management work quality evaluation system of the present invention, the system further comprises work evaluation means for evaluating the quality of the management work for each category based on the time acquired by the initial response time obtaining means for each category, The business evaluation means is characterized in that the quality evaluation of the business is lowered as the time required for the initial response business becomes longer.

  Also, the management business quality evaluation method of the present invention includes a storage step for storing business report information indicating a result of the management business, and business report information of a business that has occurred unexpectedly among the business report information stored in the storage step. A task extraction step that extracts the evaluation target period, and a category that counts the number of suddenly generated tasks during the evaluation target period according to a predetermined job category based on the business report information extracted in this task extraction step And another counting step.

  Also, the management business quality evaluation method of the present invention includes a storage step for storing business report information indicating a result of the management business, and business report information of a business that has occurred unexpectedly among the business report information stored in the storage step. A job extraction step for extracting the period for evaluation, and an initial response time acquisition step for acquiring the time required for the initial response job for each predetermined job category based on the job report information extracted in the job extraction step; It is characterized by including.

  According to the present invention, among the tasks specified by the task report information input by the manager who has performed the management task, the number of sudden tasks that tend to make a difference in the response of the manager is counted by category. The quality of business can be objectively evaluated.

  Further, according to the present invention, the quality of management work can be objectively evaluated by acquiring the time required for the work for each initial handling work that is likely to have a difference in manager's response.

It is a block diagram which shows the structure of the management business quality evaluation system which concerns on the 1st Embodiment of this invention. It is a flowchart explaining operation | movement of the management business quality evaluation system which concerns on the 1st Embodiment of this invention. It is a figure which shows one example of the display of a quality evaluation result. It is a block diagram which shows the structure of the management business quality evaluation system which concerns on the 2nd Embodiment of this invention. It is a flowchart explaining operation | movement of the management business quality evaluation system which concerns on the 2nd Embodiment of this invention.

[Principle of the Invention]
The inventor suddenly occurs when evaluating the quality of management work, rather than the periodic inspection work and periodic repair work in which procedure manuals and procedures are prepared in advance, and it is difficult to prepare the procedure manuals in advance. We focused on the fact that it is easier for managers to respond to takeovers, complaints, and troubles, and it is more suitable for evaluation.
Recognizing that the same work recurs because the preventive measures were not complete and the root cause could not be resolved, and by summing up the work that has repeatedly recurred from past work records, It was assumed that the quality of management work could be evaluated.

[First Embodiment]
Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a management work quality evaluation system according to the first embodiment of the present invention. The management business quality evaluation system stores an input unit 1 for an operator in charge of a building management company that performs management business to input business report information, the entered business report information, a management business schedule registered in advance, and the like. Based on the extracted business report information, the storage unit 2, the business extraction unit 3 that extracts the business report information of the business that occurred unexpectedly from the business report information stored in the storage unit 2, Output the quality evaluation result, and a business evaluation unit 5 that evaluates the quality of management work by category based on the number of business cases. And an evaluation result output unit 6.

  The operation of the management work quality evaluation system of this embodiment will be described below with reference to FIG. The person in charge of the building management company inputs business report information indicating the result of the daily management work performed by the workers of this company to the management work quality evaluation system. The storage unit 2 of the management business quality evaluation system stores the business report information input via the input unit 1 (step S1 in FIG. 2).

  The business report information indicates, for example, date and time information indicating the date and time when the management job was performed, location information indicating the location where the management job was performed, facility information indicating the facility that was the target of the management job, and the content of the management job It consists of content information and worker information indicating the worker who performed the management work.

  The date / time information includes, for example, information on business start date / time and information on business end date / time. The location information includes, for example, the name of a building that has performed management work and information on the area in the building. The facility information includes, for example, information for identifying air conditioning facilities, lighting facilities, water supply / drainage facilities, elevator equipment, power receiving / transforming facilities, crime prevention facilities, disaster prevention facilities, and the like. The content information includes information for identifying tasks such as periodic inspection work, periodic repair work, initial response in case of emergency such as equipment failure or fire alarm occurrence, equipment repair, handling of complaints from residents of buildings, and the like.

  Next, the business operation extraction unit 3 of the management business quality evaluation system, for example, is atypical and sudden out of the business report information stored in the storage unit 2 when a management business evaluation instruction is received from a building owner or the like. The business report information of the business that occurred is extracted for the evaluation target period (step S2 in FIG. 2). The evaluation target period may be a period designated by the building owner or the like who has instructed the start of evaluation, or may be a period from when the evaluation start is instructed to a certain time before.

  Further, the evaluation target period is not limited to a continuous period, but may be a period that is set intermittently, for example, for three years from June to September in summer. The reason for not making the period to be evaluated in this way is that, for example, in the case of work to deal with the complaint of hot from residents, the cause of the complaint of hot that occurs in the summer and the cause of the complaint of hot that occurs in the winter This is to reduce the problem of adding up the number of complaint handling operations in summer and winter.

  As a method of extracting the business report information of a business that has occurred abruptly and unexpectedly, for example, a method of extracting business report information of a business other than the business registered in the management business schedule stored in advance in the storage unit 2 Alternatively, there is a method of extracting work report information of a work whose work content indicated by the content information is not a regular work (periodic inspection work or periodic repair work).

  Based on the business report information extracted by the business extraction unit 3, the counting unit 4 by category of the management business quality evaluation system determines the number of business operations that have occurred abruptly and unexpectedly during the evaluation target period. Count by category (step S3 in FIG. 2).

  Here, as a method of dividing the work and counting the number of cases, for example, a method of counting the number of cases by location (area) and work contents (initial emergency response, equipment repair, complaint handling, etc.) or equipment (air conditioning equipment, lighting) Equipment, water supply / drainage equipment, elevator equipment, power receiving / transforming equipment, crime prevention equipment, disaster prevention equipment, etc.) and the number of cases by work content. For example, when counting the number of cases by location and business content, even if the business content is the same, if the area is different, it is counted as a business in different categories. Similarly, when counting the number of cases by equipment and business contents, if the equipment is different even if the business contents are the same, they are counted as work of different categories.

  The business content is not limited to the above example, and may be classified in more detail. For example, even in the case of the same complaint, the response to the complaint “hot” from the resident and the response to the complaint “cold” may be classified as separate tasks. In this case, it goes without saying that each business needs to be divided in detail by the content information included in the business report information.

  Next, the business evaluation unit 5 of the management business quality evaluation system evaluates the quality of the management business for each category based on the number of tasks counted by the category counting unit 4 for each category (step S4 in FIG. 2). If there is only one business in a certain category, the business evaluation unit 5 considers that the cause of the business has been fundamentally resolved and evaluates that the business quality is good. In addition, when the number of tasks in a certain category is two or more, the task evaluation unit 5 considers that the task has “recurred” and evaluates that the task quality is poor. At this time, the task evaluation unit 5 causes the quality evaluation of the task to decrease as the number of tasks increases.

  Needless to say, the correspondence between the number of cases and the work quality is an example, and is not limited to the example described here. Needless to say, not only the evaluation that “work quality is good” and “work quality is bad”, but also that the quality level between them may be “normal”. Moreover, you may make it provide the quality evaluation value which shows the level of work quality according to the number of cases.

  The evaluation result output unit 6 of the management business quality evaluation system outputs the quality evaluation result by the business evaluation unit 5 (step S5 in FIG. 2). Examples of output methods include display of quality evaluation results and transmission of quality evaluation results to the outside.

  FIG. 3 is a diagram showing an example of the display of the quality evaluation result. Here, an example is shown in which the results of quality evaluation by classifying work by facility and work content are displayed on the screen 60 of the evaluation result output unit 6. In the example of FIG. 3, quality evaluation values determined by the business evaluation unit 5 according to the number of business operations are also displayed. A positive quality evaluation value indicates that the business quality is good, and a negative quality evaluation value indicates that the business quality is bad. In the case of a positive quality evaluation value, the larger the value, the better the quality, and in the case of a negative quality evaluation value, the larger the value, the worse the quality. In addition, the example of a display is not restricted to the example of FIG. 3, For example, you may make it also display the number of cases which the count part 4 classified by division combined.

  As described above, in this embodiment, among the tasks specified by the business report information input by the building management company, the management company's response tends to be different (such as takeover response, complaint response, emergency response). In addition, it is possible to objectively evaluate the quality of management work based on work that occurs suddenly and is difficult to prepare in advance.

[Second Embodiment]
Next, a second embodiment of the present invention will be described. FIG. 4 is a block diagram showing the configuration of the management work quality evaluation system according to the second embodiment of the present invention. The same components as those in FIG. 1 are denoted by the same reference numerals. In the first embodiment, the business quality is evaluated based on the number of business operations that occurred during the evaluation target period. However, the business quality can be evaluated even in the time required for the initial response business.

  The management business quality evaluation system according to the present embodiment includes an input unit 1, a storage unit 2, a business extraction unit 3, a business evaluation unit 5a, an evaluation result output unit 6, and a business report extracted by the business extraction unit 3. An initial response time acquisition unit 7 is provided that acquires the time required for the initial response job for each predetermined job category based on the information.

  FIG. 5 is a flowchart for explaining the operation of the management work quality evaluation system of this embodiment. The processing in steps S1 and S2 in FIG. 5 is as described in the first embodiment.

  The initial response time acquisition unit 7 of the management task quality evaluation system acquires the time required for the initial response task based on the task report information extracted by the task extraction unit 3 for each predetermined task category (step in FIG. 5). S6). Examples of the initial response work include an initial response in an emergency such as equipment failure or fire alarm occurrence, and initial complaint response. These tasks can be specified by the content information included in the task report information as described above. Further, the time required for the initial response work can be acquired from the date / time information included in the work report information.

  As in the first embodiment, as a method of dividing the work, for example, a method of dividing the work by location and work content (initial response in emergency, initial response for complaint, etc.), or work by facility and work content. There is a way to categorize. As in the first embodiment, the business content may be classified in detail. For example, even if it is an initial response to an equipment failure, the initial response to an air conditioner failure and the initial response to a lighting equipment failure may be classified as separate tasks. In addition, the initial response to the complaint “hot” from the resident and the initial response to the complaint “cold” may be classified as separate tasks.

  Next, the business evaluation unit 5a of the management business quality evaluation system evaluates the quality of the management business for each category based on the time acquired by the initial response time acquisition unit 7 for each category (step S7 in FIG. 5). When the time required for the initial response work in a certain category is shorter than a predetermined time threshold, the work evaluation unit 5a considers that the work efficiency is good and the solution means can be grasped, and evaluates that the work quality is good. In addition, when the time required for the initial response work in a certain category is equal to or greater than the time threshold, the work evaluation unit 5a considers that the work efficiency is poor and the solution means is not clear, and evaluates that the work quality is bad. At this time, the task evaluation unit 5a may be configured such that the quality evaluation of the task decreases as the time required for the initial response task increases.

  If there are multiple initial correspondence tasks belonging to the same category, the task with the longest time is extracted from those belonging to the same category, and this extracted time is taken as the time required for the initial correspondence task. do it. Further, as in the first embodiment, not only the evaluation of “work quality is good” and “work quality is bad”, but also the evaluation of “normal” may be given as the quality level between them. Moreover, you may make it provide the quality evaluation value which shows the level of work quality according to the time which the initial correspondence work required.

The evaluation result output unit 6 of the management business quality evaluation system outputs the quality evaluation result by the business evaluation unit 5a as in the first embodiment (step S8 in FIG. 5).
Thus, in this embodiment, the same effect as that of the first embodiment can be obtained.

  In addition, as a business category of the first and second embodiments, for example, a category of building may be added, a category of management company may be added, or a category of worker may be added. Good. Further, in the first and second embodiments, the evaluation result output unit 6 outputs information on the number of tasks counted by the category by the category-specific counting unit 4, or the initial corresponding time acquisition unit 7 acquires by category. It is also possible to output information on the time that has been set.

  The management work quality evaluation system described in the first and second embodiments can be realized by a computer having a CPU (Central Processing Unit), a storage device and an interface, and a program for controlling these hardware resources. it can. The CPU executes the processing described in the first and second embodiments in accordance with a program stored in the storage device.

  The present invention can be applied to a technique for obtaining information that serves as a reference for quality evaluation of management work.

  DESCRIPTION OF SYMBOLS 1 ... Input part, 2 ... Memory | storage part, 3 ... Work extraction part, 4 ... Counting part classified by classification, 5, 5a ... Work evaluation part, 6 ... Evaluation result output part, 7 ... Initial correspondence time acquisition part.

Claims (8)

Storage means for storing business report information indicating the result of management work;
Among the business report information stored in the storage means, business extraction means for extracting business report information of a business that has occurred unexpectedly for an evaluation target period;
Management comprising: a division counting unit for counting the number of suddenly generated jobs during the evaluation period based on the business report information extracted by the business extraction unit according to a predetermined business category Business quality evaluation system. In the management work quality evaluation system according to claim 1,
The management business quality evaluation system characterized in that the divisional counting means divides the business by location and business content, or by facility and business content. In the management work quality evaluation system according to claim 1 or 2,
In addition, based on the number of business operations counted by category by the category counting means, provided with a business evaluation means for evaluating the quality of management work for each category,
The management business quality evaluation system, wherein the business evaluation means lowers the quality evaluation of the business as the number of business increases. Storage means for storing business report information indicating the result of management work;
Among the business report information stored in the storage means, business extraction means for extracting business report information of a business that has occurred unexpectedly for an evaluation target period;
Management service quality evaluation system comprising initial response time acquisition means for acquiring the time required for the initial response work for each predetermined work category based on the business report information extracted by the work extraction means . In the management work quality evaluation system according to claim 4,
The initial correspondence time acquisition means divides the business by location and business content, or by facility and business content, and is a management business quality evaluation system. In the management work quality evaluation system according to claim 4 or 5,
Furthermore, based on the time acquired by the initial response time acquisition means for each category, provided with a task evaluation means for evaluating the quality of the management task for each category,
The management business quality evaluation system, wherein the business evaluation means lowers the quality evaluation of the business as the time required for the initial response business becomes longer. A storage step for storing business report information indicating a result of management work;
Of the business report information stored in this storage step, a business extraction step of extracting business report information of a business that occurred unexpectedly for the evaluation target period;
A division counting step for counting the number of suddenly generated jobs during the evaluation period based on the job report information extracted in the job extraction step, according to a predetermined job category Business quality evaluation method. A storage step for storing business report information indicating a result of management work;
Of the business report information stored in this storage step, a business extraction step of extracting business report information of a business that occurred unexpectedly for the evaluation target period;
A management work quality evaluation method comprising: an initial response time acquisition step for acquiring the time required for the initial response work for each predetermined work category based on the work report information extracted in the work extraction step .

Images