JP4115097B2 - Schedule reception system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a schedule reception system, and more particularly to a schedule reception system that accepts a customer's request on a scheduled visit date using the Internet and changes the visit date in response to the request.
[0002]
[Prior art]
According to the law, gas dealers are obliged to conduct regular security patrols for all customers once every three years, and conduct regular security patrols for customers of approximately 2.1 million households every year. .
[0003]
The scheduled visit date for the regular security patrol is notified to the customer by posting or mailing a flyer 3 to 5 days before the scheduled date.
[0004]
Among the customers who have received the flyers described above, there may be cases where it is not convenient, and there are many customers who wish to make changes. In that case, the customer who wants to change the visit date makes a call to the contact address described in the flyer directly within the specified time, and adjusts the schedule with the person in charge of the reception.
[0005]
The operator who receives the request from the customer accepts the schedule change from the customer, and further inputs it into the existing in-house business system.
[0006]
[Problems to be solved by the invention]
However, customers who want to change the visit date can only make a request by calling the contact information on the flyer directly within the specified time, and some customers find it inconvenient. It is thought that the customer who feels is also included.
[0007]
In addition, since the change of the visit date is estimated to be about 15% of all customer households every year, it takes a lot of time and effort to the gas sales company, such as the schedule change work of the person in charge and the reception of the operator who accepts the change call. There is a problem that costs are incurred.
[0008]
Accordingly, a first object of the present invention is to provide a schedule reception system that can eliminate the inconvenience of procedures for customers who wish to change the schedule of visits.
[0009]
Furthermore, a second object of the present invention is to provide a schedule reception system that can reduce the labor and cost of a gas sales company.
[0010]
[Means for Solving the Problems]
In order to achieve the above object, according to one aspect of the present invention, a schedule reception system includes a reception data server that manages communication information, a gateway server that communicates with a customer, customer information about the customer, and the customer An internal business system including a customer data server that stores information related to the first scheduled work time determined in advance, and a surplus management data server that stores surplus management data that is information related to the workable time of the worker The surplus management data is provided with work availability frames set according to the number of workers who can work on an hourly basis for each scheduled work period, and includes gateway servers, internal business systems, and sales offices. performs a communication are connected to each other by a communication line, varying from the customer through the communication line of the first work schedule time in the gateway server And the change request receiving unit that receives the request of, at sales offices, based on the remaining power management data to be stored in the reserve capacity management data server, and creating means for creating a workable time list that reflects the number of workable frame, change request and from a customer in the reception means receives the request of the first work schedule time of change, in sales offices, and presenting means via the internal business systems, presents the work possible time list that is created by the creation means to the customer, gateway in the server, from a customer via a communication line, and the first work schedule timing of the work possible frame of a work can be changed desired time accepting means for accepting an change the desired time to time, in-house business system, change the desired time accepted At the time of work which allocates a work possible frame to a customer based on the customer's desired change time received by means and decides the second scheduled work time Determining means, in the intra-company operation system further comprises a work period changing means for changing the first work schedule time stored in the customer data server to the second work schedule time.
[0011]
In addition, it is desirable that the above-mentioned presenting means presents a list of available work periods to the customer when the customer ID of the customer is authenticated and communication with the customer is established in the gateway server .
[0015]
The schedule reception system further includes a portable terminal for business support including schedule management of a person in charge, and an extraction unit that extracts a person in charge who can work at the second scheduled work time changed by the work time change unit And a transmission means for transmitting a business command to the portable terminal of the person in charge extracted by the extraction means.
[0016]
DETAILED DESCRIPTION OF THE INVENTION
FIG. 1 is a diagram showing a configuration of a schedule receiving system in the embodiment of the present invention. The schedule reception system shown in FIG. 1 is used to determine a visit date for a regular security patrol and change the schedule performed by a gas sales company.
[0017]
Referring to FIG. 1, the schedule reception system passes through a gateway server B, firewall C, and firewall C that communicate from customer A via the Internet (this may be another communication line), and the gateway server in the in-house LAN. B includes an in-house business system D for exchanging information with B, a sales base E set for each district, and a person-in-charge terminal F carried by a person in charge of the sales base E.
[0018]
Further, the gateway server B includes a reception unit B1 that performs communication with the customer A and a reception data server B2 that manages communication information such as records of various requests received from the customer.
[0019]
The firewall C includes a protocol conversion unit C1 that converts a communication protocol.
[0020]
The in-house business system D includes an inquiry section D1 for inquiring the ID entered by the customer A, customer information such as a customer number (customer No.), a visit date determined by the gas sales company, and a visit changed by the customer And a customer data server D2 for managing dates and the like.
[0021]
The sales office E has a surplus management data server E2 that manages the surplus management data file created based on the schedule of the person in charge to which it belongs, and a management unit E1 that manages the schedule and surplus management data server E2 of the person in charge to which it belongs. including.
[0022]
The person-in-charge portable terminal F has a function of receiving a business instruction or an in-house contact and transmitting a business report from the in-house business system D by connecting a portable person in charge to the in-house LAN. Furthermore, the person-in-charge portable terminal F may have a function of performing business management and schedule management of the person in charge and transmitting it to the management server at the sales office E. These transmission / reception functions may use a wireless communication function.
[0023]
In FIG. 1, only one sales office E is connected to the in-house business system D, but a plurality of sales offices e1 to en may be connected to the in-house business system D. Further, although only one person-in-charge portable terminal F is connected to the sales office E, a plurality of person-in-charge personal terminals f1 to fm may be connected to the sales office E.
[0024]
In the embodiment of the present invention, when a gas sales company conducts a periodic security patrol for a customer based on the Gas Business Law, a schedule reception system that accepts a change in a scheduled visit schedule according to a customer's request Is described.
[0025]
The flow of the schedule change process performed by the schedule reception system is shown in the flowchart of FIG.
[0026]
With reference to FIG. 2, first, a visit date for a regular security patrol for customer A is determined by a gas company (S1). The visit date determined here is stored in the customer data server D2 of the in-house business system D.
[0027]
The visit date determination process performed in step S1 will be described later.
[0028]
Subsequently, the customer A is notified of the visit date determined in step S1 (S2).
[0029]
In step S2, the customer A is notified of the scheduled visit date by posting a flyer 3-5 days in advance. Moreover, you may notify by an email.
[0030]
The customer A who has received the notification determines whether or not the visit can be received on the scheduled date in consideration of the convenience of the scheduled date of visit (S3).
[0031]
If customer A is available on the day of the visit (Yes in S3), there is no need to change the schedule, and the customer A receives a regular security tour on the scheduled date.
[0032]
If the customer A is inconvenient on the scheduled visit date (No in S3), a schedule change is requested from the gas company via the Internet using a mobile communication terminal such as a mobile phone or a personal computer. In order to make a schedule change request, the homepage address is described in a flyer that notifies the customer A of the scheduled visit date.
[0033]
FIG. 3 shows a home page on the Internet for customer A to make a schedule change request. Referring to FIG. 3, in order to change the schedule, customer A first inputs an ID (S5). The ID to be entered includes a usage number, which is a customer number assigned by a gas sales company for each customer, other address, and name. Further, in order to protect personal information, in addition to the ID, a planned visit date written in the posted flyer may be entered. In addition, instead of the customer number and the scheduled visit date, it may be possible to approve the customer with the customer's fingerprint, voice print, palm print, taxpayer number, or the like.
[0034]
These inputs are received by the reception unit B1 of the gateway server B of the schedule reception system via the Internet. Information requested by the customer A to change the schedule is stored in the reception data server B2.
[0035]
The input information of the customer A is sent to the inquiry unit D1 of the in-house business system D through the in-house LAN after the communication protocol is converted by the protocol conversion unit C1 of the firewall C. In the inquiry part D1, the input information of the customer A is collated with the customer data managed by the customer data server D2, and the identity of the customer A is confirmed.
[0036]
FIG. 4 is a diagram showing a customer data file managed by the customer data server D2. Referring to FIG. 4, customer data server D2 has customer No. of customer A. Personal information such as address, e-mail address, telephone number, and last visit date is managed as a customer data file for each customer.
[0037]
The inquiry unit D1 of the in-house business system D collates the customer A information input in step S5 with the customer data file, and extracts the business base E in charge of the regular security tour of the customer A from the customer number of the customer A. Communicate the schedule change request from customer A to sales office E. The sales office E may be input by the customer A from the input screen shown in FIG. In addition, the method of inputting the sales office may be a method of inputting characters, or a method of selecting the sales office E from a plurality of presented sales offices.
[0038]
In the sales office E, a surplus management file is created based on the schedule of the person in charge to which the sales office E belongs, and is managed by the surplus management data server E2.
[0039]
FIG. 5 shows a surplus management file managed by the surplus management data server E2 of the sales office E. In the surplus management file, the visit time zone is AM (9:00 to 12:00), PM1 (13:00 to 15:00), PM2 (15:00 to 17:00) and EVE (after 17:00) for each visit day of the regular security patrol ), And in each time zone, a visitable frame is set according to the number of persons in charge who can make regular security patrol visits. With reference to this surplus capacity management file, the sales office E can schedule the visit of the customer according to the number of available visitable slots. The surplus management file may be created by the manager of the sales office E based on the schedule of the person in charge. Even if the schedule is automatically created in conjunction with the existing schedule management system in the management server at the sales office E that manages the schedule for each person in charge input from the person-in-charge portable terminal F. Good.
[0040]
Furthermore, a list of visitable days is created based on the above-mentioned surplus management file. The visitable day list shows only whether or not there is a vacant space for each scheduled visit date, and indicates whether or not regular security patrol visits can be made from the sales office during that time of day. Is. The list of visitable days may be created by the manager of the sales office E based on the above-mentioned surplus management file, or may be automatically created in conjunction with the surplus management file.
[0041]
When a schedule change request from the customer A is transmitted from the in-house business system D to the sales base E, the management department E1 of the sales base E sends the above visitable day list to the customer on the homepage via the in-house business system D. Present it to A (S7). FIG. 6 shows a list of visitable days presented to the customer A on the homepage. Referring to FIG. 6, on the homepage, each day is presented to customer A with “O” if there is an available visitable frame and “X” if there is no available frame.
[0042]
In the visitable day list shown in FIG. 6 presented in step S7, the customer A selects a day desired to be visited from the days in which the visitable frame is available (S9). In the present embodiment, the selection is made by clicking the circle on the list of visitable days.
[0043]
By the method of selecting from the list of visitable days, the customer A can also change the desired day, and the gas sales company can accept the change request of the customer A on the visitable day.
[0044]
In step S9, when customer A selects and sends a desired visit date, the in-house business system D confirms and a confirmation email is sent to customer A (S11). This confirmation mail is prepared in advance in the in-house business system D, and is automatically sent to the customer when the selection result in step S9 is received.
[0045]
Customer A receives a confirmation email from the schedule reception system (S13) and confirms that the change has been received by the system.
[0046]
Further, the in-house business system D confirming the customer A's desired visit date in step S11 sends a business request corresponding to the customer A's desired visit date to the sales office E. The sales office E that receives the business request from the in-house business system D distributes the regular security patrol work to the person in charge based on the schedule of the person in charge (S15). The process of allocating the periodic security patrol work in step S15 may be performed by the manager of the sales office E, or the management unit E1 extracts a person in charge who can visit based on the schedule management of each person in charge, and automatically The distribution may be performed automatically.
[0047]
The management unit E1 transmits a business instruction for the periodic security patrol job to the person-in-charge portable terminal F of the person in charge to which the regular security patrol job is assigned in step S15.
[0048]
If the person in charge who has received the business instruction at the person-in-charge portable terminal F cannot visit the customer A (impossible in S17), the person in charge returns the business instruction as it is to the manager of the sales office E or the management unit E1. The returned manager or manager E1 of the sales office E determines an appropriate person in charge and performs distribution. Further, at this time, priority may be assigned in advance to the person in charge who can be visited, and an appropriate person in charge may be determined by a method of automatically extracting the person in charge with high priority and transmitting a business command.
[0049]
The person in charge who receives the business order receives the business order if it is possible to visit the customer A (possible in S17). As a result, the visit schedule of the customer A's regular security tour is automatically registered in the schedule managed by the person in charge mobile terminal F of the person in charge who has received the business order. (S19). Furthermore, the schedule of the changed scheduled visit date is registered in the customer data server D2 of the in-house business system D.
[0050]
The schedule reception system changes the scheduled visit date for the regular security patrol using the above-described method.
[0051]
Further, FIG. 7 shows a flowchart of the visit date determination process for the customer A performed in step S1 of FIG.
[0052]
Referring to FIG. 7, the inquiry unit D1 of the in-house business system D constantly monitors the customer data file stored in the customer data server D2, and determines whether or not the visit time has come (S21).
[0053]
In step S21, it is determined whether or not a predetermined period set in advance has elapsed from the previous visit date of the customer data file shown in FIG. Further, when there is information on transfer-in, the determination may be made based on the information. Further, when there is information such as an accident or occurrence of an abnormality, a determination may be made based on the information. In addition, address information may be added to the previous visit date, and not only the time determination but also the geographical determination may be made in combination.
[0054]
If it is determined in step S21 that the visit time of customer A is approaching (Yes in S21), the inquiry unit D1 of the in-house business system D notifies the sales office E in charge of the regular security patrol for customer A. Do.
[0055]
The management unit E1 of the sales office E reads the surplus management file shown in FIG. 5 stored in the surplus management data server E2 (S23).
[0056]
Based on the surplus management file read in step S23, the management unit E1 determines the date for the customer A to make a regular security visit, and extracts the person in charge who can visit.
[0057]
The method of determining the visit date may be a method of automatically extracting the time zone of the day when the available capacity of the surplus management file is more than a preset number, or a method of manual extraction by the operator Good.
[0058]
When the visitable date is extracted, the management unit E1 distributes the periodic security patrol work to the person in charge based on the schedule of the person in charge (S25), and transmits the work instruction to the person-in-charge portable terminal F.
[0059]
Further, in step S25, it is confirmed whether the person in charge who has received the business instruction at the person-in-charge portable terminal F can visit (S27), and the person in charge to visit is determined.
[0060]
The process of allocating and determining the periodic security patrol work in steps S25 and S27 is the same as the process performed in steps S15 and S17 of FIG. 2, and therefore description thereof will not be repeated here.
[0061]
When the visit date and the person in charge are determined by the above processing, the customer A is automatically notified in step S2 of FIG. Further, in this way, a predetermined visit date is registered in the customer data server D2 of the in-house business system D regardless of the convenience of the customer.
[0062]
By using the above-described schedule reception system, the visit date is automatically determined based on the previous visit date, etc., so the gas sales company reduces the work of selecting the visit date for each customer. .
[0063]
Further, since the visit date is determined in advance by the gas sales company and is changed only when the customer is not convenient, there is an effect that the gas sales company can quickly make a visit plan.
[0064]
In addition, the use of the schedule reception system eliminates the inconvenience of the procedure in which the customer must apply to the gas sales company by phone or the like within the specified time when changing the scheduled visit date. . In addition, in the case of a customer who feels troublesome over the telephone, the troublesomeness can be eliminated.
[0065]
Furthermore, the gas sales company can reduce the trouble and cost of responding to the telephone call of the schedule change.
[0066]
Furthermore, in the present embodiment, the case where the above-described schedule reception system is used to determine the visit date and change the schedule of the periodic security patrol performed by the gas sales company has been described, but the same visit in an electric company or water supply service has been described. Or, it may be used to determine a visit date and schedule change for home delivery service, home service, etc. It can also be used to change appointments such as clinics and courses, and to specify redelivery dates when mail delivery is absent.
[0067]
The embodiment disclosed this time should be considered as illustrative in all points and not restrictive. The scope of the present invention is defined by the terms of the claims, rather than the description above, and is intended to include any modifications within the scope and meaning equivalent to the terms of the claims.
[Brief description of the drawings]
FIG. 1 is a diagram showing a configuration of a schedule receiving system according to an embodiment of the present invention.
FIG. 2 is a flowchart showing a flow of schedule change processing performed by a schedule reception system.
FIG. 3 is a diagram showing a homepage on the Internet for customer A to make a schedule change request.
FIG. 4 is a diagram showing a customer data file managed by a customer data server D2.
FIG. 5 is a diagram showing a surplus management file managed by a surplus management data server E2 at a sales office E;
FIG. 6 is a diagram showing a list of visitable days presented to a customer A on a homepage.
FIG. 7 is a flowchart showing visit date determination processing for customer A performed in step S1 of FIG.
[Explanation of symbols]
A customer, B gateway server, B1 reception unit, B2 reception data server, C firewall, C1 protocol conversion unit, D internal business system, D1 inquiry unit, D2 customer data server, E sales office, E1 management unit, E2 surplus management data Server, e1-en multiple sales offices, F person-in-charge portable terminal, f1-fm plural person-in-charge portable terminals.

Claims (3)

A gateway server for communicating with customers, including a reception data server for managing communication information;
An internal business system including a customer data server for storing customer information of the customer;
The schedule management system, which is a system for managing the schedule for each worker , and the remaining capacity that is information on the workable time of the worker who is generated based on the schedule of each worker who is managed by the schedule management system And a sales office including a surplus management data server for storing management data,
The customer information stored in the customer data server includes information on a previous work date for the customer, and a sales office in charge of the customer,
The surplus power management data is generated based on the schedule of each worker in charge managed by the schedule management system, and can be set according to the number of worker in charge who can work by time for each scheduled work period With a frame,
The gateway server, the in-house business system, and the sales office are connected to each other via a communication line for communication,
The in-house business system is configured to determine a lapse of a period based on a predetermined date from a previous work date for the customer stored in the customer data server;
When it is determined by the determination means that the predetermined period has elapsed from the previous work day, the internal business system notifies the sales office in charge of the customer via the communication line. First notification means;
Registration means for the customer data server to register, as customer information of the customer, the first scheduled work time determined for the customer based on the notification at the sales base;
The gateway server notifies the customer of the change of the first scheduled work time from the customer via the communication line as the personal identification information from the customer before the first scheduled work time. Change request accepting means for accepting input of the first scheduled work time,
In the in-house business system, the first scheduled work time registered in the customer data server is collated with the first scheduled work time received as identification information by the change request means, and the customer's Verification means to verify identity,
In the sales office in charge of the customer collated by the collating means, a workable time list reflecting the number of workable frames is created based on the surplus management data stored in the surplus management data server. Creating means;
Presenting means for presenting the list of workable times created by the creating means to the customer via the in-house business system at the business base;
In the gateway server, from the customer via the communication line, a desired change time reception means for receiving a change desired time to the work available time with the work available frame of the first work scheduled time;
At the sales base, based on the customer's desired change time received by the desired change time reception means, the workable frame is allocated to the customer to determine a second scheduled work time, and the second work time is determined. A second work scheduled time determining means for determining a person who can work at the second work scheduled time in the schedule management system as a person in charge at the scheduled work time;
In the in-house business system, a schedule reception system further comprising: a work time changing unit that changes the first work scheduled time stored in the customer data server to the second work scheduled time. It also has a mobile device for business support including schedule management of the person in charge,
In accordance with the notification in the first notification means at the business base, further comprising first work scheduled time determining means for determining the first work scheduled time based on the surplus power management data,
The first work time determining means includes
A first extraction means for extracting a person in charge who is allowed to work at the first work scheduled time in the schedule management system ;
First transmission means for transmitting a business command to the portable terminal of the person in charge extracted by the first extraction means;
The first person-in-charge determination means for determining the person in charge as a person in charge of performing work at the first scheduled work time when confirmation is made that work is possible from the portable terminal. Schedule reception system. It also has a mobile device for business support including schedule management of the person in charge,
The second work scheduled time determining means is:
A second extraction means for extracting a person and is capable of working in has been the second work schedule timing changed by said working timing changing means in the schedule management system,
Second transmission means for transmitting a business command to the portable terminal of the person in charge extracted by the second extraction means;
3. A second person-in-charge determination unit that determines the person in charge as a person in charge of performing work at the second scheduled work time when confirmation is made that work is possible from the portable terminal. The schedule reception system described.

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