JP2020190806A - Qualified person management control device and qualified person management control program - Google Patents

Abstract

To provide a customer support terminal device that can swiftly dispatch a work execution person even if work is a special work that requires qualification when a gas-related work is accepted and a work execution person in charge of an area is dispatched.SOLUTION: A customer support terminal device 16 includes a selection unit 32, a determination unit 30, and a condition setting unit 36. The selection unit 32 selects a work execution person based on information indicating a work execution site and a set condition. The determination unit 30 determines whether work requested by a customer is a special work handled by a work execution person having a special qualification when the selection unit 32 selects the work execution person. When the determination unit 30 determines that it is the special work, the condition setting unit 36 sets the condition in the selection unit 32 so as to select the work execution person based on a qualification database 84DB in which information on the special work and information on work execution people having qualification capable of executing the special work are stored in association.SELECTED DRAWING: Figure 2

Description

The present invention particularly relates to a qualified person management control device and a qualified person management control program in a work sharing system for promptly and accurately executing a business request received from a customer.

Repair work for related equipment (hereinafter referred to simply as equipment) used mainly for equipment that consumes gas is generated by a request (repair request) from a customer.

For example, by accepting repairs at the customer service center, adjusting the desired repair date, and registering the repair work, the gas management business operator (manufacturing and importing business operator, sales business operator, and business operator) Workers will be dispatched from (including related businesses that are cooperating companies) to repair the equipment.

Patent Document 1 describes to provide a customer support system that enables information sharing between a receptionist who responds to an inquiry from a customer and a person in charge of work who works at the customer's home. ..

More specifically, in Patent Document 1, a data acquisition means for acquiring and transmitting data from a customer data storage unit and an equipment data storage unit in response to a search request, and a customer corresponding to a customer code included in a reception data creation instruction. Receipt data creation that acquires information from the customer data storage unit, acquires the work person corresponding to the acquired postal code of the customer information from the work person data storage unit, creates reception data, and sends it to the terminal device. In response to receiving the means and the reception data for which the reception code is not set, the mobile terminal address is acquired from the work person data storage unit based on the work person included in the received reception data, and the relevant person concerned. It is equipped with a reception data registration means that distributes reception data to the acquired mobile terminal address.

As a related technique, Patent Document 2 describes a technique in which the presence or absence of qualification is taken into consideration when allocating a vehicle.

That is, each of the plurality of vehicle information includes information indicating whether or not the vehicle can carry dangerous goods, high-pressure gas, poisonous and deleterious substances, or explosives (hereinafter, abbreviated as dangerous goods, etc.). Each crew member information includes information indicating whether or not the crew member is qualified to handle dangerous goods, etc., and the display unit indicates the dangerous goods, etc. as the substance to be transported. Have the operation manager check that the vehicle information indicating the vehicle capable of loading the dangerous goods and the crew information indicating the crew member who is qualified to handle the dangerous goods, etc. are associated with each other, and respond to the instruction from the operation manager. Therefore, the state changes to indicate the approval by the operation manager, and only in this case, the vehicle allocation display system that displays the vehicle allocation table on the large screen display is described.

Further, as a related technique, Patent Document 3 describes a technique for recovering an abnormality / failure of a facility / equipment in a short time.

The business system of Patent Document 3 automatically obtains and analyzes information on signs and occurrences of abnormalities in the equipment subject to the contract, and after receiving the request, notifies the customer of the optimum dispatched personnel, selection and arrangement of repair parts, and expected recovery information. To do. After accepting the consignment, the dispatched personnel will complete the service using remote technical support, automatically execute the payment request processing after the fact, and the dispatcher who has passed the qualification and technical examination necessary to smoothly perform the above support globally Pre-register. The registration system allows not only service personnel but also equipment operators to register after examination, set up maintenance and operation schools to guarantee the registered contents, and enable constant training, testing and registration. In addition, it is stated that by dispatching operators registered with companies based on dispatch contracts, it will be possible to provide labor to the economy and load fluctuations by region, industry, and company.

Japanese Unexamined Patent Publication No. 2017-33604 Japanese Unexamined Patent Publication No. 2013-119460 Japanese Unexamined Patent Publication No. 2018-113006

However, in Patent Document 1, the person in charge of work is determined based on the customer information (zip code) without grasping whether or not the person in charge of work is qualified. Therefore, for example, depending on the type of work, the person in charge of work is qualified. Unqualified personnel may be selected even though a person in charge needs to be dispatched.

Further, in Patent Document 2 and Patent Document 3, the vehicle is dispatched or dispatched by recognizing the presence or absence of qualifications, but it has the necessary qualifications according to a wide variety of business types such as gas-related business. No person in charge of business execution is associated.

The qualifications include public qualifications and in-house qualifications. Official qualifications include, for example, in the category of gas-related work, "consumer equipment inspector" and "inner pipe inspector" required when opening gas, and "gas equipment installation supervisor" required when installing gas equipment. And so on. In-house qualifications include, for example, field-specific repair qualifications for combustion equipment, hot water equipment, power generation equipment, and the like.

The present invention accepts gas-related work and dispatches a person in charge of business execution in the area in charge, and dispatches a person in charge of business execution promptly even in the case of special work requiring qualification. The purpose is to obtain a qualified person management control device and a qualified person management control program in a work sharing system that can be used.

The qualified person management control device according to the present invention has a selection unit that selects a person in charge of business execution based on information indicating a business execution site and set conditions when a business request is received from a customer, and the selection unit. When the department selects the person in charge of business execution, the judgment unit determines whether or not the business requested by the customer is a special business in charge of the person in charge of business execution having a special qualification, and the judgment unit If it is determined that the work is a special business, the person in charge of business is assigned based on the qualification database in which the information on the special business and the information on the person in charge of business execution who is qualified to perform the special business are stored. It has a condition setting unit for setting the condition in the selection unit so as to be selected.

According to the present invention, the qualification database stores the special business information and the information of the person in charge of business execution who has the qualification to perform the special business in association with each other. The determination unit determines whether or not the work requested by the customer is a special work in charge of a person in charge of business execution having a special qualification.

When the judgment result of the judgment unit is determined to be a special work, the selection department selects the person in charge of business execution based on the qualification database.

As a result, when a business request is accepted and a person in charge of business execution is dispatched, the person in charge of business execution can be quickly dispatched even if the business is a qualified special business.

In the present invention, the work is a gas-related work, and the qualifications are a simple inner pipe builder, a gas chief engineer, a gas flexible pipe connection work supervisor, a gas consuming equipment installation work supervisor, and liquefied oil. The qualification database, which includes a gas engineer, is characterized in that information on persons in charge of business execution having each qualification and special business information that can be performed by the qualification are linked and stored.

By sorting the person in charge of business execution according to the type of qualification (can be duplicated) and associating it with the special work that requires qualification, it becomes easy to select the person in charge of business execution for the special work.

The qualified person management control program according to the present invention is characterized in that the computer is operated as a selection unit, a determination unit, and a condition setting unit of the qualified person management control device according to claim 1 or 2.

As described above, in the present invention, when accepting gas-related work and dispatching a person in charge of performing work in the area in charge, even if the work is a special work requiring qualification, the person in charge of carrying out the work can be promptly performed. It has the effect of being able to dispatch.

It is the schematic of the work sharing system which concerns on this embodiment. It is a functional block diagram of the customer correspondence terminal apparatus which concerns on this embodiment. It is a flowchart which shows the qualified person management control routine which concerns on this embodiment. In the qualified person management control device of the present invention, not only the utilization of the customer's business history information, but also the necessary and sufficient system diagram for executing a series of operations from the business reception such as repair to the charge billing after the business is completed. Is an example of. It is a flowchart (1/3) for accepting equipment repair in the work flow in the system of this embodiment. Among the work flows in the system of this embodiment, it is a flowchart (2/3) for accepting equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (3/3) for accepting equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (1/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (2/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (3/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (4/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (5/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (6/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (7/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (8/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (9/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (10/11) for on-site work of equipment repair. Among the work flows in the system of this embodiment, it is a flowchart (11/11) for on-site work of equipment repair. It is a flowchart (1/2) for approval / cancellation of parts order for equipment repair in the work flow in the system of this embodiment. It is a flowchart (2/2) for approval / cancellation of parts order for equipment repair in the work flow in the system of this embodiment.

FIG. 1 is a schematic view of a work sharing system 10 according to the present embodiment.

The business sharing system 10 includes, for example, a business support management server 84 and a customer-supporting terminal device 16 installed in a partner store 14.

The business support management server 84 and the customer-supporting terminal device 16 are connected to each other via the network 20, and information can be communicated with each other.

Further, the affiliated store 14 is provided with a communication mobile terminal 22 which has the same function as the customer-supporting terminal device 16 and can be carried to the business execution site by the person in charge of business execution.

The communication mobile terminal 22 communicates with the customer-supporting terminal device 16 of the affiliated store 14 via the wireless communication base 20A whose communication area is the business execution site, and also directly on the gas manager side (for example, the business support management server 84). ) Is also accessible.

Here, for example, when the customer 24 requests the affiliated store 14 to repair the gas equipment or the like from the customer terminal 26, the affiliated store 14 accepts the repair request (reception unit 16A).

Although the customer terminal 26 is shown in FIG. 1 with the image of a smart phone, it may be another communication device such as a mobile phone or a fixed telephone.

Further, the customer 24 may directly contact the customer center on the gas manager side (not shown in FIG. 1) without requesting the repair to the affiliated store 14, or the PC (personal computer, personal computer) owned by the customer 24. In FIG. 1, repair may be requested by online communication using (not shown).

When the customer 24 requests repair to the affiliated store 14, the business sharing unit 16B of the customer-supporting terminal device 16 selects a person in charge of business execution.

In dealing with the customer 24, the affiliated store 14 determines the date and time of the business execution of the repair received and registers it as a business execution instruction.

The business execution instructions are assigned to the business execution personnel who have been selected from the selected business execution personnel, and the schedule is managed.

Here, among the received work, there is a work limited to a qualified person in charge of business execution regardless of public qualification or in-house qualification.

In this embodiment, since the work is gas-related work, the qualifications are a simple inner pipe builder, a gas chief engineer, a gas flexible pipe connection work supervisor, a gas consuming equipment installation work supervisor, and Includes liquefied oil and gas mechanics.

There are public qualifications and in-house qualifications for gas-related work. When these are classified, the official qualifications include, for example, "consumer equipment inspector" and "internal pipe inspector" required when opening gas. , There is a "gas appliance installation work supervisor" required for gas equipment construction. In-house qualifications include, for example, field-specific repair qualifications for combustion equipment, hot water equipment, power generation equipment, and the like.

In gas-related business, business execution personnel with the necessary qualifications are associated according to the wide variety of business types. For example, when 14 affiliated stores accept work that requires qualifications, it is accurate. Choosing a person in charge of business execution is a complicated task.

Therefore, in the present embodiment, a qualified person database 84DB is provided in the business support management server 84, and the selection of the person in charge of business execution for the business requiring qualification, which is executed for each affiliated store 14 via the network 20, is collectively performed. I tried to manage it.

FIG. 2 is a functional block diagram for performing the work sharing process in the customer-supporting terminal device 16.

The customer-facing terminal device 16 includes a reception unit 16A and a business sharing unit 16B. The reception unit 16A receives, for example, a business request from a customer.

The reception unit 16A is connected to the determination unit 30 of the work sharing unit 16B. The determination unit 30 is connected to the selection unit 32 and the qualified person information acquisition unit 34.

The determination unit 30 determines whether or not the work received by the reception unit 16A is a work that requires qualification. Regardless of whether the qualification is a public qualification or an in-house qualification, as a result of the judgment by the judgment department 30, in the case of a judgment requiring a qualification, the type of qualification required is specified, and the qualified person information acquisition department 34 is informed of the qualification. Notify type information.

On the other hand, in the case of work that does not require qualifications, the selection department 32 is instructed to select a person in charge of business execution regardless of whether or not qualifications are required.

When the qualified person information importing unit 34 receives the qualification type information from the judgment unit 30, it accesses the qualified person database 84DB of the business support management server 84 via the network 20 and fetches the qualified person information. Extract the person in charge of business execution associated (linked) with the qualification type information.

The qualified person information acquisition unit 34 is connected to the condition setting unit 36 and sends out the extracted information about the person in charge of business execution. At this time, it is preferable that the business execution status information of each business execution person is added.

Here, the extracted business execution person is, in other words, a business execution person having the kind of qualification notified by the determination unit 30. Therefore, the condition setting unit 36 sets the selection conditions to be selected from the extracted business execution personnel when selecting the business execution personnel, and sends them to the selection unit 32.

As a result, the selection unit 32 selects a qualified person in charge of business execution based on the selection conditions of the condition setting unit 36.

The selection unit 32 is connected to the notification unit 38, and notifies the selected business execution person of the business instruction.

Hereinafter, the work of the present embodiment will be described with reference to the flowchart of FIG.

In step 50, it is determined whether or not the business has been accepted. In this step 50, if a negative determination is made, the routine ends. If an affirmative decision is made in step 50, the process proceeds to step 52, the business content is analyzed, and the process proceeds to step 54.

In step 54, as a result of the analysis of the work content in step 52, it is determined whether or not the work is a qualified person, that is, whether or not some qualification is required to carry out the work.

If a negative determination is made in step 54, it is determined that there is no condition for the necessity of qualification in the selection of the person in charge of business execution, and the process proceeds to step 60.

On the other hand, if an affirmative judgment is made in step 54, it is determined that some qualification is required, and the process proceeds to step 56, and a person in charge of business execution who has the qualification to execute the accepted work is extracted from the qualified person database 84DB. Then, the process proceeds to step 58.

In step 58, selection conditions are set so as to be selected from the extracted business execution personnel, and the process proceeds to step 60.

In the selection process to be transferred, the person in charge of business execution is selected for the received work. At this time, if there is a selection condition, the person in charge of business execution extracted in step 56 is selected.

In the next step 62, the business execution person selected in step 60 is notified of the business execution instruction, and this routine ends.

As described above, in the present embodiment, the customer requests by setting in advance a qualified person database 84DB that links the special work and the person in charge of performing the work having the qualification to perform the special work. Even if the work is a special work in charge of a person in charge of performing the work having a special qualification, it is possible to quickly select the person in charge of performing the work having the qualification necessary to carry out the special work.

The public qualifications and internal qualifications shown in this embodiment are examples, and are not limited to the specified qualifications. At a minimum, it shall include new qualifications that may arise in accordance with law or regulation.

Further, the qualified person management control device according to the present invention is not limited to the work in the repair work described in the present embodiment. That is, the qualified person management control device according to the present invention can be diverted to other business such as business related to regular security patrol, business related to opening / closing plug, sales related to sales of equipment, etc., in addition to business related to repair.

Hereinafter, as an example, the flow of repair work utilizing the collection of qualified related information when the repair work is accepted by the work sharing system of this embodiment will be described. The information gathering of the present embodiment is executed in connection with the work of each step such as steps 198A and 202A in FIG. 6 and steps 260A, 262A, 266A, 270A, and 274A in FIG.

FIG. 4 is necessary not only for utilizing the business history information of the customer in the qualified person management control device of the present invention, but also for executing a series of operations from receiving the business such as repair to billing the fee after the business is completed. This is an example in which a sufficient system is constructed.

The parts that overlap with the configuration described in the present embodiment (see FIG. 1) are designated by the same reference numerals.

As shown in FIG. 4, on the gas manager 80 side, for example, an intranet 82 such as a LAN (local area network) or a WAN (wide area network) is constructed.

The intranet 82 includes a customer management server 12, a business support management server 84, an inventory management server 86, a route optimization management server 88, a customer center management server 90, and a router 91 for connecting to a network 20 such as the Internet. There is.

Although not shown in FIG. 4, the customer management server 12, the business support management server 84, the inventory management server 86, the route optimization management server 88, and the customer center management server 90 have their respective functions realized. The information necessary for the server is stored in the database, and the information can be exchanged with each other via the intranet 82.

The customer-facing terminal device 16 installed in the affiliated store 14 is connected to the Internet 20, and the communication terminal device 22 owned by each person in charge of business execution can access the Internet 20 via the wireless communication base 20A. It has become.

Further, a customer-owned PC 92 is connected to the Internet 20, and a repair request or the like can be applied for via the Internet 20.

In addition, the customer uses the telephone line 94 to manage the department (affiliated store 14) in which the customer-compatible terminal device 16 is installed by the customer terminal 26 (for example, telephone) and the department in which the customer center management server 90 is installed (managed). You can apply for a repair request to the customer center) and the department where the business support management server 84 is installed.

The operation of this embodiment will be described below.

First, a customer-responsive terminal device 16 installed in an affiliated store 14, and a communication terminal device 22 possessed by a person in charge of business execution, which is executed when a business request is received from a customer (here, repair work is taken as an example). , And a processing procedure related to business reception with any server connected to the intranet 82. The work flow includes processing by the control program and manual processing by the person in charge, etc., but under the following conditions, the three parties will be described as a work flow associated with the time series.

(Condition 1) The code "A" is added to the end of the step number for the processing in the customer-responsive terminal device 16 (deferred to the affiliated store 14).

(Condition 2) A code "B" is added to the end of the step number for processing by the communication terminal device 22 (mobile phone for business execution personnel).

(Condition 3) A code "C" is added to the end of the step number for the process of accessing the database of any server connected to the intranet 82.

(Condition 4) When there is a business request from a customer by calling using a telephone (mobile phone, smartphone, landline phone, etc.), or by communication using a communication device (PC, smartphone, tablet type communication terminal device, etc.) There may be a case where there is a business request, but here, as a general term, as a process on the "PC92", a code "D" is added to the end of the step number for the process on the PC92. As an exception, the process in which the code "D" is added to the end of the step number includes the implementation of a simple procedure by the customer (see step 206D described later).

"Reception of equipment repair"

5 to 7 show the space between the PC 92, the customer-supporting terminal device 16, the communication terminal device 22 possessed by the person in charge of business execution, and the customer management server 12 at the time of “business reception” according to the present embodiment. It is a work flow executed in.

(Fig. 5 work flow)

When there is a business request from a customer (for example, an offer from a customer, a telephone call, etc.) (step 100D), a database of any server connected to the intranet 82 (for example, customer-specific of the customer management server 12 shown in FIG. 4). Access the information database) (step 102C) to identify the customer (step 104A).

At the time of this identification, it is determined whether or not there is a corresponding customer (whether or not it has already been registered) (step 106A), and in the case of a negative determination, the database of any server connected to the intranet 82 is accessed. (Step 108C) and execute customer registration (step 110A).

On the other hand, if the affirmative judgment is made in step 106A, the database of any server connected to the intranet 82 is accessed (step 112C), the customer information is confirmed (step 114A), and the process proceeds to step 116A. The process proceeds to step 116A even when the customer registration is completed in step 110A, and the content of the offer business is confirmed.

Next, it is determined whether or not the business content is a specific business (here, repair and call inspection) (step 118A), and if the business content is negative, the process proceeds to reception of another business (step 120A).

On the other hand, if the affirmative judgment is made in step 118A, the database of any server connected to the intranet 82 is accessed (step 122C), and the past business, contact history, and scheduled matter are confirmed (step 124A).

After confirmation in step 124A, a new reception (here, repair request) is executed (step 130A), the database of any server connected to the intranet 82 is accessed (step 132C), and the customer (offer). ) Is confirmed and reported (step 134A), and the process proceeds according to the processing continuation point A1 (shift to step 166A in FIG. 6).

(Work flow of FIG. 6 “Work flow after processing continuation point A1”)

The work flow of FIG. 6 is a continuation of step 134A of FIG.

First, the target device is confirmed (step 166A), the database of any server connected to the intranet 82 is accessed (step 168C), and the device is selected from the customer-owned device list (step 170A). If it can be selected in step 170A (affirmative determination in step 172A), the content of the failure is confirmed (step 174A).

If it cannot be selected (negative determination in step 172A), access the database of any server connected to the intranet 82 (for example, the device master database managed by the business support management server 84 shown in FIG. 4) (step). 176C), select from the device master list (step 178A). If it can be selected in step 178A (affirmative determination in step 180A), the failure content is confirmed (step 174A).

If it cannot be selected (negative determination in step 180A), access the database of any server connected to the intranet 82 (step 181C), select only the device type (step 182A), and check the failure details (step 182A). 174A). If it can be selected in step 178A (affirmative determination in step 180A), the failure content is confirmed (step 174A).

When the failure content is confirmed in step 174A, the database of any server connected to the intranet 82 is accessed (step 188C), and the failure content is reported (step 190A).

After reporting the details of the failure, if there is no simple remedy (negative judgment in step 192A), access the database of any server connected to the intranet 82 (step 194C) and check the work location (step 194C). 196A), determine the necessity of changing the store in charge (step 198A).

When it is not necessary to change the person in charge (negative determination in step 198A), the process proceeds according to the processing continuation point C1 (shift to step 214A in FIG. 7).

If it is necessary to change the person in charge (affirmative judgment in step 198A), access the database of any server connected to the intranet 82 (step 200C) and notify the change of the work work location (step 200C). 202A), the process proceeds according to the processing continuation point C1 (shift to step 240A in FIG. 7).

On the other hand, if there is a simple treatment method after reporting the failure content in step 190A (affirmative judgment in step 192A), the simple treatment method is explained to the customer and the customer is requested to implement it (step 204A). Performs a simple procedure (step 206D). The customer reports to the customer-responsive terminal device 16 whether or not the trouble has been solved by implementing the simple procedure.

When the trouble is resolved (affirmative judgment in step 208D), access the database of any server connected to the intranet 82 (step 210C), report the completion of telephone correspondence (step 212A), and process continuation point D1. (Move to step 268A in FIG. 7).

If the trouble is not resolved by the customer's implementation of simple measures (negative judgment in step 208D), access the database of any server connected to the intranet 82 (step 194C) and check the work location. Then (step 196A), it is determined whether or not the person in charge needs to be changed (step 198A).

If it is not necessary to change the person in charge, the process proceeds according to the processing continuation point C1 (shift to step 240A in FIG. 7).

If it is necessary to change the person in charge (affirmative judgment in step 198A), access the database of any server connected to the intranet 82 (step 200C) and notify the change of the work work location (step 200C). 202A), the process proceeds according to the processing continuation point C1 (shift to step 240A in FIG. 7).

In FIG. 7, the process is shifted from step 198A of FIG. 6 via the process continuation point C1. First, in step 240A, the database of any server connected to the intranet 82 is accessed (step 242C). Confirm the customer information such as contract information and confirm the approval of the on-site repair with the customer (step 244A). If the customer does not approve (negative determination in step 246D), the acceptance of the work is completed (step 248A). If the customer approves (step 246D affirmative determination), it is determined whether or not there is a possibility of paid repair (step 250A).

If there is a possibility of paid repair (affirmation of step 250A), check the billing information (step 252A), and then access the database of any server connected to the intranet 82 (step 254C). , Report the billing information (step 256A) and confirm the desired work date and time (step 258A). If there is no possibility of paid repair (negative determination in step 250A), the process proceeds to step 258A and the desired work date and time is confirmed.

Next, when responding to the confirmation of the desired work date and time in step 258A, it is determined whether or not coordination with the person in charge of business execution is necessary (step 260A).

If adjustments are required (affirmation of step 260A), explain to the customer that the field worker will contact the date and time later (step 262A) and access the database of any server connected to the intranet 82 (step 262A). Step 264C), the scheduled work date and time is reported (step 266A), and the process proceeds to step 268A.

On the other hand, when adjustment is unnecessary (date and time determination) (negative determination in step 260A), the scheduled work date and time is answered (step 270A), and then the database of any server connected to the intranet 82 is accessed (step 260A). Step 272C), report the work fixed date and time (step 274A), and proceed to step 268A. In addition, in this step 268A, there is also a transition from step 212A of FIG. 6 via the processing continuation point D1.

In step 268A, it is determined whether or not other work is accepted. If there is no acceptance of other work (negative judgment in step 268A), acceptance is completed (step 276A), and if there is acceptance of other work (affirmative judgment in step 268A), the process proceeds according to the processing continuation point E1 (FIG. 5 Step 116A).

"On-site work for equipment repair"

8 to 18 show the PC 92, the customer-supporting terminal device 16, the communication terminal device 22 possessed by the person in charge of business execution, and the customer management server 12 at the time of “business execution site support” according to the present embodiment. It is a work flow executed between. It should be noted that, basically, the business execution site correspondence is mainly the exchange between the communication terminal device 22 possessed by the business execution person and the customer management server 12.

(Work flow of FIG. 8)

The person in charge of business execution possesses the communication terminal device 22 (step 400A), and first determines whether or not the visited customer is at home (step 402A).

If you are absent (negative decision in step 402A), contact the office to issue an absentee card P1 (step 404A and step 406A), and access the database of any server connected to the intranet 82 (step). 408C), the absence status report is executed (step 410A), and the process proceeds according to the processing continuation point Q2 (shift to step 778A in FIG. 17 described later).

On the other hand, when the user is at home (affirmative determination in step 402A) or when the process is transferred from step 682A in FIG. 15 described later via the process continuation point S2, the database of any server connected to the intranet 82. (Step 412C) to execute the work start report (step 414A).

Next, the database of any server connected to the intranet 82 is accessed (step 416C), the repair target device information is confirmed (step 418A), and the customer is interviewed (step 420A).

After the interview, access the database of any server connected to the intranet 82 (step 422C), confirm the target device (step 423A), and as a result of the confirmation, the device is not specified (unspecified) or specified. Determine if it is different (step 424A).

If the device is not specified (unspecified) or is not specified (affirmative in step 424A), access the database of any server connected to the intranet 82 (step 426C) and reidentify the device. (Step 428A), it is determined whether or not the device needs to be registered (step 430A).

If device registration is required (affirmative judgment in step 430A), change to the name of the owned device management subclass (step 432A), and if device registration is not required (negative judgment in step 430A), do nothing. Access the database of any server connected to the intranet 82 (step 434C) to confirm and report the serial number and date of manufacture (step 436A).

Further, even when the device is specified (negative determination in step 424A), the process proceeds to step 436A, the database of any server connected to the intranet 82 is accessed (step 434C), and the serial number / manufacturing is performed. Confirm and report the date.

Next, the person in charge of business execution accesses the database of any server connected to the intranet 82 (step 438C) and executes the failure diagnosis (step 440A). After the failure diagnosis, it is determined whether or not the technical information needs to be confirmed (step 442A).

If technical information is required, access the database of any server connected to the Intranet 82 (step 444C), check the repair statistics (step 446A), check the device information service (step 448A), and While confirming the "tech guy information (technical guide information)" (step 450A), supply the specific maintenance tool managed by the database of any server connected to the intranet 82 (for example, the business support management server 84 shown in FIG. 4). Access the database) (step 452C), acquire the specific maintenance tool (step 454A), and migrate according to the processing continuation point B2 (migrate to step 458A in FIG. 9 described later).

When the technical information is unnecessary (negative determination in step 442A), the process shifts according to the processing continuation point B2 (shifts to step 458A in FIG. 9 to be described later).

(Work flow of FIG. 9)

In FIG. 9, the process is shifted from step 442A or step 456A of FIG. 8 via the process continuation point B2, and first, it is determined whether or not the repair is paid (step 458A). In the case of free repair (negative determination in step 458A), it is a separate process and shifts according to the process continuation point R2 (shifts to step 554A in FIG. 11 to be described later).

In the case of paid processing (affirmation judgment in step 458A), access the database of any server connected to the intranet 82 (step 460C) to obtain the billing address (confirmation of the different name information) (step 462A). , Confirm the billing address (different name) to the customer (step 464A), and if there is a change in the billing address information (affirmation judgment in step 466A), access the database of any server connected to the intranet 82. (Step 468C), the billing address information is registered (step 470A), and the process proceeds to step 472A.

If there is no change in the billing address information (negative determination in step 464A), the process proceeds to step 472A.

In step 472A, the necessity of estimation is confirmed, and the determination of necessity is entrusted (step 474D).

When the estimation is unnecessary (negative determination in step 474D), the process is performed separately, and the process proceeds according to the process continuation point R2 (shift to step 554A in FIG. 11 to be described later).

On the other hand, when an estimate is required (affirmative determination in step 474D), it is determined whether or not confirmation of technical information is necessary (step 476A). In step 476A, the process is shifted from step 528A of FIG. 10, which will be described later, via the process continuation point F2.

If it is determined in step 476A that the technical information needs to be confirmed, access the database of any server connected to the intranet 82 (step 478C) and execute the provisional designation of the special instruction (step 480A). , Step 482A. If it is determined in step 476A that the confirmation of the technical information is not necessary, the process proceeds to step 482A.

In step 482A, the database of any server connected to the intranet 82 is accessed (step 484C), the diagnosis is tentatively reported, and then the database of any server connected to the intranet 82 is accessed. (Step 486C), the guarantee automatic determination is performed (step 488A), and the process shifts according to the processing continuation point D2 (shifts to step 508A in FIG. 10).

(Work flow of FIG. 10)

In FIG. 10, the process is transferred from step 490A or 504A of FIG. 9 via the process continuation point D2, and first, the database of any server connected to the intranet 82 is accessed (step 506C), and the type rank The automatic determination is executed (step 508A), and then the necessity of the rank input correction is determined (step 510A).

If it is determined to be necessary in step 510A, access the database of one of the servers connected to the intranet 82 (step 512C), manually enter the repair rank, correct it (step 514A), and move to step 516A. To do

If it is determined in step 510A that it is unnecessary, the process proceeds to step 516A.

In step 516A, it is determined whether or not the parts need to be used. If it is determined to be necessary in step 516A, the database of any server connected to the intranet 82 is accessed (step 518C), and the parts used are reported (step 520A).

Then, if it is determined in step 522A that there is a change in the parts price, the database of any server connected to the intranet 82 is accessed (step 524C) to notify the change in the parts price (step 526A). , Step 528A.

If it is determined in step 522A that there is no change in the part price, the process proceeds to step 528A.

In step 528A, the presence / absence of other work is determined, and if there is other work, the process proceeds according to the processing continuation point F2 (shift to step 476A in FIG. 9 described above). If there is no other work, the process proceeds to step 530A.

In step 530A, it is determined whether or not there is a premium report, and if there is a premium report (affirmative judgment in step 530A), the database of any server connected to the intranet 82 is accessed (step 532C), and the premium report is submitted. Execute (step 534A), access the database of any server connected to the intranet 82 (step 536C), automatically calculate and notify the repair cost (step 538A), and move according to the processing continuation point E2 (step 538A). Transition to step 542A of FIG. 11 described later).

If there is no surcharge report (negative judgment in step 530A), access the database of any server connected to the intranet 82 (step 536C), automatically calculate and notify the repair cost, and continue processing. Transition according to E2 (shift to step 542A in FIG. 11 described later).

(Work flow of FIG. 11)

In FIG. 11, the process is shifted from step 538A in FIG. 10 via the process continuation point E2, and first, the database of any server connected to the intranet 82 is accessed (step 540C), and the repair cost estimate is obtained. Is issued (step 542A), and then the repair cost is explained to the customer (step 544A).

For example, the customer confirms the repair cost while looking at the quotation P2 (step 546D), and determines whether or not to approve the work start (step 548D).

If the work start is not approved in step 548D (negative determination in step 548D), the database of any server connected to the intranet 82 is accessed (step 550C), and a repair work refusal report is carried out (step 552A). ), Transition according to the processing continuation point Q2 (shift to step 778A in FIG. 17, which will be described later).

Further, in step 548D, when the work start is approved (affirmative determination in step 548D), it is determined whether or not the parts are used (step 554A). In addition, step 554A may shift from step 458A or step 474D of FIG. 9 described above via the processing continuation point R2.

The work procedure after step 554A is classified into the following steps 1 to 4.

(Procedure 1) In step 554A, when it is determined that the parts are used, the parts are not possessed, and the parts cannot be procured on the day (affirmative judgment of step 554A → negative judgment of step 556A → negative judgment of step 558A), the intranet 82 is displayed. Access the database of any of the connected servers (step 560C), order the parts (step 562A), access the database of any of the servers connected to the intranet 82 (step 564C), and deliver the parts. After confirming the date (step 566A), the customer is informed that the repair will be performed after the parts are delivered (step 568A), and the process proceeds according to the processing continuation point A2 (shift to step 786A in FIG. 18 described later).

(Procedure 2)

In step 554A, when it is determined that the parts are used, the parts are not owned, and the parts can be procured on the same day (affirmative judgment of step 554A → negative judgment of step 556A → positive judgment of step 558A), the parts are sent to the customer. Explain that the arrangement will be made by the end of the day (step 570A), execute the repair work (step 572A), and if the work is determined to be half-finished in step 574A, the process shifts according to the processing continuation point A2 (described later). (Transition to step 786A in FIG. 18), when it is determined that the work is completed in step 574A, the process proceeds according to the processing continuation point H2 (shift to step 578A in FIG. 12 to be described later).

(Procedure 3)

In step 554A, when it is determined that parts are used and parts are possessed (affirmative determination in step 554A → affirmative determination in step 556A), the repair work is executed (step 572A), and the work is half in step 574A. If it is determined to be successful, the process proceeds according to the processing continuation point A2 (shift to step 786A in FIG. 18 described later), and if it is determined that the work is completed in step 574A, the process proceeds according to the processing continuation point H2 (described later). Transition to step 578A in FIG. 12).

(Procedure 4)

If it is determined in step 554A that no parts are used (negative determination in step 554A), the repair work is executed (step 572A), and if the work is determined to be half-finished in step 574A, the processing continuation point A2 is followed. The transition is performed (shift to step 786A in FIG. 18 described later), and when it is determined in step 574A that the work is completed, the transition is performed according to the processing continuation point H2 (shift to step 578A in FIG.

(Work flow of FIG. 12)

In FIG. 12, the process is shifted from step 574A in FIG. 11 via the process continuation point H2, and first, the database of any server connected to the intranet 82 is accessed (step 576C) to check the work completion status. Report (step 578A), then access the database of any server connected to the intranet 82 (step 580C), report the results of the CO instrument (step 582A), then connect to the intranet 82. Access the database of any of the servers (step 584C), report the leak inspection implementation (step 586A), and move to step 588A. Step 588A may shift from step 662A of FIG. 14, which will be described later, via the processing continuation point L2.

Step 588A determines whether it is the same as the provisional registration. In the same case (affirmative judgment in step 588A), it is determined whether or not a replacement part has been ordered (step 590A), and if there is an order (affirmative judgment in step 590A), the database of any server connected to the intranet 82 is displayed. Access (step 592C), order replacement parts (step 594A), and transition according to processing continuation point M2 (step 676A in FIG. 15 described later). If there is no order (negative determination in step 590A), the process proceeds according to the processing continuation point M2 (step 676A in FIG. 15 described later).

On the other hand, if a negative determination (determined to be different from the provisional registration) is made in step 588A, it is determined whether or not the work is a special instruction work (step 596A).

If it is determined (affirmative) that the special instruction work is performed in step 596A, the database of any server connected to the intranet 82 is accessed (step 598C), and the special instruction selection is reported (step 600A). , Step 602A. If it is determined in step 596A that the work is not a special instruction work (negative determination), the process proceeds to step 602A.

In step 602A, access the database of any server connected to the intranet 82 (step 604C), report the work, and then access the database of any server connected to the intranet 82 (step 604C). Step 606C), the guarantee automatic determination is executed (step 608A), and the process shifts according to the processing continuation point J2 (step 610A in FIG. 13 described later).

(Work flow of FIG. 13)

In FIG. 13, the process is shifted from step 608A in FIG. 12 via the process continuation point J2, and first, it is determined whether or not the determination is impossible or change is necessary based on the result of the automatic guarantee determination (step 608A in FIG. 12). (Step 610A).

If it is determined in step 610A that the determination is possible and no change is necessary (negative determination in step 610A), the process proceeds to step 612A.

If it is determined in step 610A that the determination cannot be made or the change is necessary (affirmative determination in step 610A), the following processes are executed in step 614A, step 616A, step 618A, step 620A, and step 622A, and step 612A. Move to. That is, step 14A, step 616A, step 618A, step 620A, and step 622A are processes performed because the existing information may not be correct when the repair rank cannot be determined.

・ Step 614A → Check repair / inspection history (Check the repair / inspection history to see if the repair / inspection has been completed.)
-Step 616A-> Check system / owned device information (Check if the owned device information is correct)
-Step 618A-> Confirm other information-Step 620A-> Judgment of warranty claim destination (confirm that the warranty claim address is correct)
-Step 622A → Correction of guaranteed automatic judgment result (Correction is made when it is necessary to correct the automatic judgment result itself based on the judgment result in step 620A).

In the negative determination of step 610A or the transition from step 622A, in step 612A, the database of any server connected to the intranet 82 is accessed (step 634C), the repair rank is automatically determined, and rank input / correction is required. Whether or not it is determined (step 636A).

If it is determined in step 636A that rank input / repair is necessary, access the database of any server connected to the intranet 82 (step 638C) and manually correct the repair rank (step 640A). , The process shifts according to the processing continuation point K2 (step 642A in FIG. 14 described later).

Further, in step 630A, when it is determined (negative determination) that rank input / repair is unnecessary, the process proceeds according to the processing continuation point K2 (step 642A in FIG. 14 described later).

(Work flow of FIG. 14)

In FIG. 14, the process is shifted from step 636A or 640A in FIG. 13 via the process continuation point K2. First, whether or not a part is used (step 642A) and part information in performing business (repair). It is determined whether or not the reference is made (step 644A).

If no parts are used (negative determination in step 642A), the process proceeds to step 662A.

When the component is used (affirmative determination in step 642A) and the component information is not referred to (negative determination in step 644A), the process proceeds to step 646A.

When using parts (affirmative judgment in step 642A) and referring to parts information (affirmative judgment in step 644A), access the database of any server connected to the intranet 82 (step 648C) and display the parts development drawing. Along with the reference (step 650A), the common parts are referred to (step 652A), and the process proceeds to step 646A. In addition, step 650A and step 652A are generically referred to as reference step 654A.

In step 646A, the database of any server connected to the intranet 82 is accessed (step 649C), the parts used are reported, and the process proceeds to step 650A.

In step 650A, it is determined whether or not the replacement parts have been ordered, and in the case of a positive judgment in step 650A, the database of any server connected to the intranet 82 is accessed (step 652C), and the replacement parts order is notified. (Step 654A), and the process proceeds to step 656A. If a negative determination is made in step 650A, the process proceeds to step 656A.

In step 656A, it is determined whether or not the part price needs to be changed, and if a positive judgment (necessary) is made in step 656A, the database of any server connected to the intranet 82 is accessed (step 658C), and the part price is determined. Notify the change (step 660A) and proceed to step 662A. If a negative determination (unnecessary) is made in step 656A, the process proceeds to step 662A.

In step 662A, the presence or absence of other work is determined, and in the case of an affirmative determination (with other work), the process proceeds according to the processing continuation point L2 (shift to step 588A in FIG. 12 described above).

If a negative determination (no other work) is made in step 662A, it is determined whether or not the extra setting is necessary (step 664A).

If an affirmative judgment is made in step 664A (surcharge setting is required), the database of any server connected to the intranet 82 is accessed (step 666C), the premium setting is notified (step 668A), and the process proceeds to step 670A. ..

If a negative determination is made in step 664A (no extra setting is required), the process proceeds to step 670A.

In step 670A, the database of any server connected to the intranet 82 is accessed (step 672C), the repair cost is calculated, and the process proceeds according to the processing continuation point M2 (move to step 676A in FIG. 15 described later).

(Work flow of FIG. 15)

In FIG. 15, the process is transferred from step 590A and step 594A in FIG. 12 or step 670A in FIG. 14 via the process continuation point M2, and first, the database of any server connected to the intranet 82 is accessed. Then (step 674C), confirm the amount by billing destination (step 676A), then access the database of any server connected to the intranet 82 (step 678C) and issue a repair result notification (step 678C). Step 680A) and step 682A.

In step 682A, the same customer (customer) determines whether or not there is another subject. If an affirmative determination is made in step 682A, the process proceeds according to the processing continuation point S2 (shift to step 414A in FIG. 8 described above). If a negative determination is made in step 682A, the repair result will be explained to the customer (step 684A).

In the next step 686D, the customer confirms the work result while looking at the repair result notification P3. Next, when the consent acquisition is requested (step 688A), the customer decides whether or not to approve the signature (step 690D). If the result is affirmed in step 690D, the customer signs (step 692D), accesses the database of any server connected to the intranet 82 (step 694C), is notified of the sign, and proceeds to step 704A. To do.

If the signature is not approved in step 690D (negative determination in step 690D), it is determined whether or not the seal is approved (step 696D).

If the affirmative judgment is made in step 696D, the customer is asked to stamp the repair result notification (step 698D), and the process proceeds to step 700A. If a negative determination is made in step 696D, the process proceeds to step 700A.

In step 700A, the database of any server connected to the intranet 82 is accessed (step 702C), the reason for not acquiring the signature is reported, and the process proceeds according to the processing continuation point O2 (move to step 778A in FIG. 17 described later). ).

In step 704A, it is determined whether or not there is a request to the customer (customer), and in some cases (affirmative determination in step 704A), it is determined whether or not the requestee has a different name (step 706A).

If a negative judgment is made in step 704A (no billing to the customer (customer)) or a positive judgment is made in step 706A (the billing destination is in a different name), the process proceeds according to the processing continuation point O2 (step of FIG. 17 described later). Moved to 778A).

Further, in the case of affirmative judgment in step 704A (there is a request to the customer (customer)) and negative judgment in step 706A (the billing destination is not a different name), the process proceeds according to the processing continuation point N2 (the figure to be described later). Move to step 708A of 16).

(Work flow of FIG. 16)

In FIG. 16, the process is shifted from step 706A of FIG. 15 via the process continuation point N2, first, the billing amount is explained to the customer (step 708A), and then the presence or absence of a discount is determined (step 710A). ).

If an affirmative judgment (with discount) is made in step 710A, the database of any server connected to the intranet 82 is accessed (step 712C), the discount amount is reported (step 714A), and the process proceeds to step 716A. .. If a negative determination (no discount) is made in step 710A, the process proceeds to step 716A.

In step 716A, the database of any server connected to the intranet 82 is accessed (step 718C) to confirm the payment method, and then it is determined whether or not an invoice is required (step 720A).

If an affirmative decision is made in step 720A (invoice issuance required), access the database of any server connected to the intranet 82 (step 722C) and issue invoice P4 and statement P5 (step 724A). ), The process proceeds to step 726A. If a negative determination (no need to issue an invoice) is made in step 720A, the process proceeds to step 726A.

In step 726A, the database of any server connected to the intranet 82 is accessed (step 728C), the payment method is reported, and then the processing is sorted according to the payment method (step 730A).

(When the payment method is cash)

The process proceeds from step 730A to step 732A to determine whether to collect money on the same day or at a later date. If it is determined to collect money on the day in step 732A, pay the customer (customer) (step 734D), access the database of any server connected to the intranet 82 (step 736C), and then. Report the collection information (step 738A), then access the database of any server connected to the intranet 82 (step 740C), issue a receipt P6 (step 742A), and move to step 746A. , Determine if the statement has been issued.

In step 746A, if the specification has already been issued, the process proceeds according to the processing continuation point O2 (shift to step 778A in FIG. 17, which will be described later). If the statement has not been issued yet, the database of any server connected to the intranet 82 is accessed (step 748C), the statement P7 is issued (step 750A), and the process proceeds according to the processing continuation point O2 (step 750A). Transition to step 778A of FIG. 17 described later).

On the other hand, if it is determined in step 732A that the money is to be collected at a later date, the process proceeds according to the processing continuation point O2 (the process proceeds to step 778A in FIG.

(If the payment method is a credit card)

Go from step 730A to step 752A to make a card payment, access the database of any server connected to the intranet 82 (step 754C), report the card payment number (step 756A), and continue processing. Transition according to O2 (shift to step 778A in FIG. 17 described later).

(When the payment method is bank transfer)

The transfer destination is described by shifting from step 730A to step 758A, and the transfer is made according to the processing continuation point O2 (shifting to step 778A in FIG. 17 described later).

(Work flow of FIG. 17)

In FIG. 17, the process is shifted from step 704A or step 706A of FIG. 15 or step 746A, step 750A, step 732A, step 756A, or step 758A of FIG. 16 via the process continuation point O2, and first, the step At 778A, the work completion report is executed and the field work is completed (step 782A).
In addition, step 778A may shift to step 410A of FIG. 8, step 552A of FIG. 11, or the processing continuation point Q2 of FIG.

(Work flow of FIG. 18)

In FIG. 18, the process is transferred from step 568A or step 574A of FIG. 11 via the process continuation point A2, and first, the database of any server connected to the intranet 82 is accessed (step 784C) to perform the operation. Report the reason for incompletion (step 786A), then move to step 788A to confirm the next desired date and entrust the customer with the desired date response (step 790D).

In the next step 792A, the database of any server connected to the intranet 82 is accessed (step 794C), the desired date sharing status is confirmed, and in step 796A, it is determined whether or not the scheduled work date has been confirmed. To do.

If an affirmative judgment (determined work date) is made in step 796A, the next scheduled work date is confirmed (step 798A), and the process proceeds to step 800. If a negative determination (scheduled work date is undecided) is made in step 796, it is explained that the user will be contacted after the work date (step 802A), and the process proceeds to step 800A.

In step 800A, access the database of any server connected to the intranet 82 (step 804C), report the next scheduled work date, and then access the database of any server connected to the intranet 82. Then (step 806C), report the semi-finished memo (step 808A), and shift according to the processing continuation point Q2 (shift to step 778A in FIG. 17 described above).

"Approval / cancellation of parts order for equipment repair"

19 and 20 show a customer-responsive terminal device 16, a communication terminal device 22 possessed by a person in charge of business execution, and a communication terminal device 22 at the time of “sharing of work (approval / cancellation of parts order)” according to the present embodiment. It is a work flow executed between the customer management servers 12.

(Work flow of FIG. 19)

FIG. 19 is a work flow relating to an order request report at the site.

First, access the database of any server connected to the intranet 82 (step 810C), check the list of order requests (step 812A), and then go to the database of any server connected to the intranet 82. Access (step 814C), select the part for which the order has been requested (step 816A), and check the inventory (step 818A).

In the next step 820A, the database of any server connected to the intranet 82 (for example, the inventory management database managed by the inventory management server 86) is accessed (step 822A), and the parts scheduled to arrive are confirmed. After confirming the parts scheduled to arrive in step 820A, the database of any server connected to the intranet 82 is accessed (step 824C), the related work subject is confirmed (step 826A), and the process proceeds to step 828A.

In step 828A, the order approval is determined, and the process proceeds to step 830A to determine the presence or absence of approval.

If an affirmative determination (with approval) is made in step 830A, it is determined in step 832A whether or not the order quantity has been changed.

If it is determined in step 832A that the order quantity needs to be changed, the order quantity is changed in step 834A, and the process proceeds to step 836A. If it is determined in step 832A that the change in the ordered quantity is unnecessary, the process proceeds to step 836A.

In step 836A, access to the database of any server connected to the intranet 82 (step 838C), report approval, and then access the database of any server connected to the intranet 82 (step 836A). 840C), the purchase order P8 is issued (step 842A), and the order is completed (step 844A).

On the other hand, if a negative judgment (disapproval) is made in step 830A, the database of any server connected to the intranet 82 is accessed (step 846C), and the parts order disapproval is reported in the work subject (step 848A). ), Then contact the person in charge (step 850A) and end the approval (step 852A).

(Work flow of FIG. 20)

FIG. 20 is a work flow relating to the necessity of canceling an order for parts.

First, the information of the parts to be canceled is confirmed (step 854A), the database of any server connected to the intranet 82 is accessed (step 856C), the order approval implementation status is confirmed (step 858A), and the process proceeds to step 860A. After migration, the customer management server 12 determines whether it has been approved or not.

If it is determined to be approved in step 860A, the inventory management database 86DB is accessed (step 862C), the order status is confirmed (step 864A), and whether or not cancellation is possible is determined (step 866A). If it is determined in step 866A that the cancellation is possible, the inventory management database 86DB is accessed (step 868C), the cancellation is reported (step 870A), and the order cancellation is completed (step 872A). If it is determined in step 866A that the order cannot be canceled, the order cannot be canceled (step 874A).

On the other hand, if it is determined in step 860A that the approval has not been completed, the database of any server connected to the intranet 82 is accessed (step 876C), the non-approval is reported (step 878A), and the order cancellation is completed. (Step 872A).

10 Business sharing system 14 Partner stores 16 Customer support terminal equipment 16A Reception department 16B Business sharing department 20 Network 22 Communication mobile terminal 20A Wireless communication base 24 Customer 26 Customer terminal 84 Business support management server 84DB Qualified person database 30 Judgment department 32 Selection department 34 Qualified person information acquisition unit 36 Condition setting unit 38 Notification unit (Example)
80 Gas administrator 82 Intranet 86 Inventory management server 88 Route optimization management server 90 Customer center management server 91 Router 92 PC (customer owned)
94 telephone line

Claims (3)

When a business request is received from a customer, the selection department that selects the person in charge of business execution based on the information indicating the business execution site and the set conditions,
When the person in charge of business execution is selected by the selection unit, a determination unit that determines whether or not the work requested by the customer is a special work in charge of a person in charge of business execution having a special qualification.
When the judgment unit determines that it is a special business, the business is based on the qualification database in which the information on the special business and the information on the person in charge of business execution who has the qualification to perform the special business are stored. A condition setting unit that sets the conditions in the selection unit so as to select a person in charge of execution,
Qualified person management control device with. The above-mentioned work is gas-related work, and the above-mentioned qualifications are a simple inner pipe builder, a chief gas engineer, a gas flexible pipe connection work supervisor, a gas consuming equipment installation work supervisor, and a liquefied oil and gas mechanic. The qualification database includes the information on the person in charge of business execution having each qualification and the special business information that can be performed by the qualification, which is associated with and stored in the qualification database. Qualified person management control device. Computer,
Operate as a selection unit, a determination unit, and a condition setting unit of the qualified person management control device according to claim 1 or 2.
Qualified person management control program.