JP4897650B2 - Business support device - Google Patents

Description

  The present invention relates to a technique for defining a standard business procedure in office work or the like.

  In operations such as bank counters, call centers and restaurants, routine and standard procedures are often established. For example, the withdrawal process at a bank counter is a series of routine procedures such as “confirm customer identification”, “verify seal”, “confirm withdrawal amount and enter into terminal”, etc. Can be defined.

Various workflow management techniques have been proposed as techniques for supporting business execution by showing business procedures to workers (see, for example, Patent Document 1). For example, on the terminal installed at the bank counter, the procedures such as “Confirm customer ID”, “Verify seal”, “Confirm the desired withdrawal amount and enter into the terminal”, etc. are displayed in sequence. This makes it easier for a cashier who is unfamiliar with withdrawal operations to carry out withdrawal operations without delay.
JP 2000-148879 A

  However, if a workflow is designed for each of a variety of routine tasks, the number of man-hours required for the workflow design increases. In addition, once a workflow is designed, it is often necessary to review the workflow appropriately according to the operation at the site, and maintenance takes time.

  The present invention has been completed based on the above-mentioned problems, and its main object is to provide a technique for efficiently designing and correcting a workflow.

One embodiment of the present invention relates to a business support apparatus.
This apparatus sets one or more required procedures from a model log indicating the operation history of the model operator, and generates order information by arranging the required procedures. By displaying each required procedure on the screen according to the order information, the standard work procedure is shown to the general worker, while the operation history of the general worker is recorded as a performance log. If there is an indispensable procedure that is not executed with a probability equal to or higher than a predetermined probability in the result log for a predetermined period, it is notified to the outside as a notice procedure.

Another aspect of the present invention is also a business support apparatus.
This apparatus sets one or more required procedures from a model log indicating the operation history of the model operator, and generates order information by arranging the required procedures. By displaying each required procedure on the screen according to the order information, the standard work procedure is shown to the general worker, while the operation history of the general worker is recorded as a performance log. If there is an indispensable procedure executed in an execution order different from the original execution order with a probability equal to or higher than a predetermined probability in the result log for a predetermined period, it is notified to the outside as a notice procedure.

Yet another embodiment of the present invention is also a business support apparatus.
This apparatus sets one or more required procedures from a model log indicating the operation history of the model operator, and generates order information by arranging the required procedures. By displaying each required procedure on the screen according to the order information, the standard work procedure is shown to the general worker, while the operation history of the general worker is recorded as a performance log. The operation time required to execute each essential procedure is measured, and if there is an essential procedure in which the variation of the operation time by the general worker exceeds a predetermined value in the result log for a predetermined period, it is notified to the outside as a notice procedure.

  It should be noted that any combination of the above-described components, and the present invention expressed by a method, system, recording medium, and computer program are also effective as an aspect of the present invention.

  According to the present invention, it becomes easy to efficiently design and modify a workflow.

  In this embodiment, a bank window service, in particular, a withdrawal service will be described as an example.

FIG. 1 is a hardware configuration diagram of the bank 300.
The bank 300 includes a plurality of windows, and a window person is assigned to each window. Operator terminals 200a, 200b, and 200c (hereinafter simply referred to as “operator terminal 200”) are installed for each person in charge of the window. Each operator terminal 200 is a general web terminal. The operator terminal 200 is connected to the business system 210 via a LAN (Local Area Network) 208. The business system 210 is a system for processing deposits, withdrawals, settlements, and the like in accordance with instructions from the operator terminal 200. The contact person confirms the customer's request from the conversation with the customer, accesses the business system 210 via the operator terminal 200, and places an order for the customer, thereby realizing the contact business.

  The business support apparatus 100 displays a workflow in a predetermined area on the screen of the operator terminal 200 in order to show a business procedure in the business to the business in charge. Each person in charge of the window operates the operator terminal 200 while referring to the workflow of the operator terminal 200 to perform window work.

  When the workflow is complex or there are many types of workflows, the number of man-hours required for designing and maintaining the workflow increases. The business support apparatus 100 has a function for supporting design / correction of a workflow. A design terminal 240 is connected to the business support apparatus 100. The design terminal 240 is a general web terminal operated by a “business manager”. The business administrator operates the business support apparatus 100 via the design terminal 240 to design and maintain the workflow.

The process in workflow design is as follows. Here, a workflow design for a withdrawal operation will be described as an example.
A1. The business manager selects, as the “exemplary worker”, a contact person who is familiar with the withdrawal work or can perform a standard operation among the contact persons.
A2. The exemplary worker operates the operator terminal 200 to perform a withdrawal operation. The business support apparatus 100 records the operation history of the operator terminal 200 by the exemplary worker at this time as a “model log”.
A3. The business administrator refers to the model log, and selects a procedure that is considered essential in the withdrawal operation from among various operation procedures included in the model log as an “essential procedure”.
A4. The business support apparatus 100 generates “order information” indicating the contents of the essential procedures and the execution order by concatenating the essential procedures thus selected.
A5. When a general contact person (hereinafter referred to as “general worker”) performs a withdrawal operation as a normal operation, the operation support apparatus 100 executes it on the screen of the operator terminal 200 according to the sequence information. Necessary procedures to be performed are shown as appropriate.

FIG. 2 is a screen diagram of the essential procedure selection screen 220.
In the phase A3, the business support apparatus 100 displays the required procedure selection screen 220 on the design terminal 240. The business support apparatus 100 may display the essential procedure selection screen 220 on the screen of its own apparatus, but in this embodiment, the essential procedure selection screen 220 is displayed on the design terminal 240 as a web page.

  The model log area 222 shows the contents of the model log acquired in the phase A2. A plurality of procedures are recorded in the model log as the operation history of the operator terminal 200 by the model worker. The operation name recorded in the model log may be used as the name of the procedure as it is, or the business administrator may set an alias. The selection area 224 is an area for selecting an essential procedure. The business administrator selects an essential procedure for the withdrawal business among the procedures shown in the model log area 222 in the selection area 224.

According to the model log in the figure, the flow of withdrawal work by the model worker is as follows.
a1. Seal verification instructions:
The customer seal is borrowed, the image is scanned and transmitted to the business system 210. The business system 210 verifies the seal stamp borrowed from the customer by collating the seal image of the customer registered in advance with the seal stamp image received from the operator terminal 200. Here, although it is put together in one statement of “seal verification instruction”, “seal verification instruction” may be indicated by a plurality of statements. For example, the two operations “scan imprint scanning” and “transmission imprint” may be associated with each other as a procedure “indicator collation instruction”, that is, as a transaction. The same applies to other procedures.
a2. Seal verification confirmation:
The operator terminal 200 receives the collation result from the business system 210. If the customer's seal is authenticated, a verification check button (not shown) displayed on the screen of the operator terminal 200 is clicked.
a3. Withdrawal instruction screen display:
A withdrawal instruction screen (not shown), which is a screen for instructing withdrawal from the customer account, is displayed.
a4. Withdrawal amount input:
Enter the withdrawal amount requested by the customer on the withdrawal instruction screen.
a5. Denomination input:
Enter the type and number distribution of banknotes and coins.
a6. Application for withdrawal approval:
Request external payment approval. Here, the outside may be a predetermined approval authority, but in this embodiment, it is assumed that it is an approval determination program of the business system 210. By issuing a withdrawal approval request to the business system 210 via the withdrawal instruction screen, the withdrawal approval is requested. The business system 210 determines approval / disapproval with reference to the customer's account balance, daily transaction limit, and the like.
a7. Withdrawal confirmation:
The operator terminal 200 receives the withdrawal approval determination result from the business system 210. If the withdrawal is approved, an approval confirmation button (not shown) displayed on the withdrawal instruction screen is clicked.
a8. Withdrawal instruction input:
Withdraw money from a cash dispenser (not shown) and pay the specified amount to the customer.

  In the figure, among the eight procedures a1 to a8, the business manager performs “b1. Withdrawal amount input”, “b2. Withdrawal approval application”, “b3. Withdrawal approval confirmation”, “b4. Withdrawals”. Four procedures of “instruction input” are selected. In the withdrawal operation, these four procedures are selected as essential procedures, that is, procedures that must be executed.

FIG. 3 shows a workflow generated as a selection result of FIG.
The business support apparatus 100 concatenates the four essential procedures selected by the business manager to generate order information, that is, a workflow. As described in relation to A5, when the general worker performs the withdrawal work, the work support apparatus 100 indicates the essential steps b1 to b4 in the order information on a part of the screen of the operator terminal 200. Display the screen in order. For this reason, the general worker, after inputting the withdrawal amount (b1), applies for withdrawal approval (b2), confirms (b3), and issues a withdrawal instruction (b4). With this understanding, you can carry out withdrawals.

  In the case of the example shown here, the business administrator does not set “a4. This is because the business manager has determined that “a4. Denomination input” is a procedure that does not hinder the withdrawal business even if it is not executed. Instead of making all the steps included in the model log mandatory steps, only the most important steps in the sample log are made mandatory steps. It is possible to clearly indicate the “unnecessary procedures”. If a non-essential procedure such as “a4. Denomination input” is registered in the workflow as an indispensable procedure, the workflow is likely to be complicated. Become. In particular, in the case of a complex workflow, selecting only a procedure that should not be dropped as an essential procedure is effective in preventing a fatal mistake in performing the business.

  The workflow is displayed in the graphic form shown in FIG. 3 in a predetermined area of the screen of the operator terminal 200 of the general worker. The business administrator can add “notes” when selecting the required procedure. For example, for the required procedure of “b1. Withdrawal amount input”, set the cautions such as “Check again whether the number of digits is correct before entering and confirming the withdrawal amount” on the text base, You may register as a part of information. In this case, the set precautions are displayed on the operator terminal 200 of the general worker.

When the order information (workflow) is generated, the contact person in charge as a general worker performs daily withdrawal work while referring to the workflow displayed on the operator terminal 200 by the business support apparatus 100. The workflow is modified according to the business execution state by the general worker. The process in the workflow correction is as follows.
B1. When a general worker operates the operator terminal 200 to perform a withdrawal operation, the business support apparatus 100 records an operation history of the operator terminal 200 by the general worker as a “result log”.
B2. The business support apparatus 100 refers to a plurality of performance logs generated in a predetermined period, and extracts an essential procedure that is often not executed as a “note procedure” from a statistical viewpoint.
B3. The notice procedure is displayed on the design terminal 240 to notify the business manager that there is a notice procedure. The business administrator redisplays the model log on the design terminal 240 and corrects the workflow by reviewing the selection of the essential procedure so that the attention procedure is not extracted thereafter.

FIG. 4 is a schematic diagram for explaining a method for extracting the attention procedure.
The business support apparatus 100 periodically refers to the performance log for a predetermined period, for example, the latest one month, and sets an “intention procedure” as an essential procedure that is not executed with a predetermined probability or more, for example, a probability of 10% or more. (Hereinafter, such a notice procedure is also referred to as a “non-execution procedure”). Here, “not executed” includes a case where the execution is simply omitted, and a case where the execution of the procedure fails because another procedure is not executed. According to the example shown in FIG. 4, the essential procedure “b3. Withdrawal approval confirmation” has failed with a high probability of 30% according to the result log. This is because when “n” (n is a natural number) result log is referred to, “b3. Withdrawal approval confirmation” is executed in 70% (0.7n) result log. In the performance log of 30% (0.3n sheets), it means that execution of “b3. Withdrawal approval confirmation” has failed. The business support apparatus 100 extracts “b3. Withdrawal approval confirmation” which is not executed with high probability as a notice procedure and notifies the design terminal 240 of it. At this time, the business support apparatus 100 displays the following required procedure change screen 230 on the design terminal 240.

FIG. 5 is a screen diagram of the essential procedure change screen 230.
In the phase B3, the business support apparatus 100 displays the required procedure change screen 230 on the design terminal 240. The business administrator refers to the model log again on the required procedure change screen 230 and selects and changes the required procedure.

  As a result of the investigation by the business manager, it is found that there are many general workers who have neglected the procedure “a1. Imprint collation instruction”. In this case, the business administrator newly registers “a1. Seal verification instruction” and “a2. Seal verification check” as additional procedures in the order information on the required procedure change screen 230. Therefore, in the new order information, among the eight procedures a1 to a8, “b1. Seal verification instruction”, “b2. Seal verification check”, “b3. Withdrawal amount input”, “b4. Six procedures “application”, “b5. Withdrawal approval confirmation”, and “b6. Withdrawal instruction input” are registered as essential procedures.

FIG. 6 shows the workflow after correction as the selection result of FIG.
The business support apparatus 100 connects the six essential procedures including the newly added “b1. Seal verification instruction” and “b2. Seal verification check” to change the workflow. Thereafter, when the general worker performs the withdrawal operation, the business support apparatus 100 displays the necessary procedures b1 to b6 on the screen of the operator terminal 200 in order. For this reason, the general worker “instructs collation of the seal (b1), confirms (b2), inputs the withdrawal amount (b3), applies for withdrawal approval (b4), confirms (b5 ), Withdrawing instructions (b6) ”, which leads to a series of withdrawal operations. The success rate of “b5. Withdrawal approval confirmation” can be increased by indicating the procedure of checking the seal as an essential procedure. As a result, it becomes easier to prevent the recurrence of the phenomenon that “b5. Withdrawal approval confirmation” is extracted as the attention procedure.

  As in “b5. Withdrawal approval confirmation”, not only the attention procedure is extracted from the essential procedures that cannot be executed without the approval, but an essential procedure that is often omitted may be extracted as the attention procedure. For example, when “b4. Withdrawal approval input” occurs frequently without performing “b4. Withdrawal approval application”, “b4. Withdrawal approval application” is extracted as a notice procedure. The business administrator may not only review the required procedure on the required procedure change screen 230 but also correct the display content of the workflow so that the withdrawal operation is not delayed by setting precautions. As an example of setting notes, set a text such as “Check again whether the number of digits is correct before entering and confirming the withdrawal amount” for the required procedure “b3. Also good. In this case, when it comes to the stage where the general worker executes “b3. Withdrawal amount input”, a precautionary statement “Check again whether the number of digits is correct before entering and confirming the withdrawal amount” is displayed on the screen. Is displayed.

  Furthermore, it is assumed that there are almost no cases in which each general worker becomes familiar with the withdrawal operation and makes “b4. Withdrawal approval application” without giving “b1. Seal verification instruction”. The business support apparatus 100 may periodically extract an essential procedure that is correctly executed with a probability of not less than a predetermined probability, for example, 99.9%, with reference to a performance log for a predetermined period. In this example, it is assumed that “b1. Seal collation instruction” is extracted. In this case, the business administrator may delete the registration of the “b1. According to such a workflow correction method, the “procedure that must be executed and is not well-known enough to be executed” can be an essential procedure. It is possible to prevent the workflow from becoming complicated by increasing the number of required procedures. That is, it becomes easy to make the workflow in accordance with the purpose of “showing the business procedure clearly and reducing errors”.

FIG. 7 is a schematic diagram for explaining the execution order change of the essential procedure.
The workflow A in the figure is the same as the workflow shown in FIG. A general worker performs a withdrawal operation according to the procedure shown in the workflow A. Here, some of the general workers execute the required procedures in an execution order different from the execution order set in the order information as shown in the workflow B in FIG. Suppose that it is found from the performance log that the money business is being performed. That is, in workflow A, “b3. Input amount of withdrawal” should be originally performed after “b2. Seal verification check”, but in workflow B, it is reversed. The business support apparatus 100 is periodically executed in a different order from the workflow A with a predetermined probability or more, for example, a probability of 5% or more, with reference to a performance log for a predetermined period, for example, the latest one month. Extract essential procedures as “consideration procedures”. Here, “b2. Seal verification check” is extracted as the attention procedure (hereinafter, such attention procedure is also referred to as “different order procedure”).

  Further, the business support apparatus 100 measures the time required for the general worker to complete from the start of the withdrawal business as “business time” and records it in the result log. The business support apparatus 100 calculates an average business time when the withdrawal business is executed by the workflow B. Here, it is assumed that the average work time of the workflow B is 18 seconds. On the other hand, the business support apparatus 100 also calculates an average business time when the withdrawal business is executed by the original workflow A. Here, it is assumed that the average work time of the workflow A is 20 seconds. As a result, it is found that the work efficiency is improved in the workflow B than in the workflow A. This is because, for example, it takes time until the verification result is returned after the seal verification instruction is sent to the business system 210. Therefore, “b3. Enter withdrawal amount” is entered before “b2. This may be because it is more efficient.

  The business support apparatus 100 causes the design terminal 240 to display predetermined text data indicating that the business efficiency is improved when the execution order of each essential procedure is changed as in the workflow B. According to such an aspect, even after the workflow is determined, the ingenuity of the person in charge at the site can be reflected in the workflow.

FIG. 8 is a schematic diagram for explaining the variation in operation time for each general worker.
The time required for each required procedure varies depending on the proficiency level of the contact person. The business support apparatus 100 measures the time required for the general worker from the start to the completion of each essential procedure as “operation time” and records it in the result log. For example, in the procedure of “b3. Withdrawal amount input”, the time from when the withdrawal instruction screen is displayed until the withdrawal amount is input and the confirmation button (not shown) is clicked is measured as the operation time. Is done. In the case of the procedure “b4. Withdrawal approval application”, the withdrawal to the business system 210 is completed after the later of “b3. Withdrawal amount input” and “b2. The time until the approval request is issued is measured as the operation time. Regarding other essential procedures, the conditions for starting and ending the operation time may be arbitrarily set according to the design.

  In the graph shown in the figure, the horizontal axis indicates the operation time, and the vertical axis indicates the frequency. When the operation times for “b3. Withdrawal amount input” of each general worker are counted for a predetermined period, for example, the latest one month, they fall within a relatively narrow range of lower limit value Tas to upper limit value Tae. On the other hand, when the operation time is totaled for “b4. Withdrawal approval application” for the same period, it spreads over a relatively wide range from the lower limit value Tbs to the upper limit value Tbe. From this, it can be said that “b4. Application for withdrawal approval” is a procedure in which the operation time tends to vary.

The business support apparatus 100 periodically refers to the performance log for a predetermined period, for example, the latest one month, and the variation of the operation time is greater than a predetermined value, for example, the range of the operation time extends over 15 seconds or more. An essential procedure is extracted as a “careful procedure” (hereinafter, such a careful procedure is also referred to as a “patrolling procedure”). Here, “b4. Withdrawal approval application” is extracted as a notice procedure and notified to the design terminal 240. The business administrator may add notes so that general workers do not get lost in the operation in “b4. Withdrawal approval application”, or break down the procedure of “b4. Withdrawal approval application” into multiple steps May be. With such a response, the workflow is corrected so that the variation in operation time does not increase depending on the procedure.
The “variation in operation time” may be defined by a statistical index such as standard deviation.

FIG. 9 is a functional block diagram of the business support apparatus 100.
Each block shown here can be realized in hardware by an element such as a CPU of a computer or a mechanical device, and in software it is realized by a computer program or the like. Draw functional blocks. Therefore, those skilled in the art will understand that these functional blocks can be realized in various forms by a combination of hardware and software.

The business support apparatus 100 includes a user interface processing unit 110, a data processing unit 130, and a data holding unit 170.
The user interface processing unit 110 is responsible for user interface processing with various users such as model workers, general workers, and business managers. The user interface processing unit 110 causes the operator terminal 200 to display a workflow. Further, the required procedure change screen 230 and the design terminal 240 are displayed on the design terminal 240. The data processing unit 130 executes various data processing based on data acquired from the user interface processing unit 110 and the data holding unit 170. The data processing unit 130 also serves as an interface between the user interface processing unit 110 and the data holding unit 170. The data holding unit 170 is a storage area for holding various data.

User interface processing unit 110:
The user interface processing unit 110 includes an input unit 112 and a display unit 120. The input unit 112 receives selection of an essential procedure by the business administrator via the essential procedure selection screen 220 and the essential procedure change screen 230. In addition, an operation of the operator terminal 200 by a model worker or a general worker, that is, a contact person in charge is detected.
The display unit 120 displays the workflow on the operator terminal 200. In addition, the essential procedure change screen 230 is displayed on the design terminal 240. The display unit 120 includes a model log display unit 122, an essential procedure display unit 126, an attention procedure notification unit 124, and an order change notification unit 128. The model log display unit 122 displays the model log on the screen as shown in the essential procedure selection screen 220 and the like. The indispensable procedure display unit 126 displays the indispensable procedure on the operator terminal 200 according to the order information and supports the counter service. The attention procedure notification unit 124 displays the attention procedure on the design terminal 240 when the attention procedure is extracted. As described with reference to FIG. 7, the order change notification unit 128 sends information indicating that the change of the order information is proposed to the design terminal 240 when the operation efficiency is improved by changing the execution order of the essential procedures. Display.

Data holding unit 170:
The data holding unit 170 includes a model log holding unit 172, a performance log holding unit 174, and an order information holding unit 176. The model log holding unit 172 holds a model log indicating an operation history of a model worker for a predetermined job. The result log holding unit 174 holds a result log indicating an operation history for a predetermined work of a general worker. The order information holding unit 176 holds order information generated as a result of selection by the business manager. The order information is data in a list format indicating the contents of the essential procedures and the execution order.

Data processing unit 130:
The data processing unit 130 includes a log recording unit 140, an order information registration unit 146, a time measurement unit 150, and a job verification unit 160. The log recording unit 140 records operation histories of various operations by the person in charge as a log. The log recording unit 140 includes a model log recording unit 142 and a performance log recording unit 144. The model log recording unit 142 records the operation history of the model worker as a model log and stores it in the model log holding unit 172. The result log recording unit 144 records the operation history of the general worker as a result log and stores it in the result log holding unit 174.

  The order information registration unit 146 generates and changes the order information by concatenating the essential procedures selected by the business manager, and stores the order information in the order information holding unit 176. The essential procedure display unit 126 causes the operator terminal 200 to display the execution order of each essential procedure according to the order information.

  The time measuring unit 150 measures the time required for the general worker to perform the business. The business time measuring unit 152 measures the time from the start to completion of a predetermined business, for example, a withdrawal business, as business time, and records it in the performance log. The operation time measurement unit 154 measures the time required from the start to completion of various procedures included in the predetermined work as the operation time, and records it in the performance log. For this reason, the procedure executed by the general worker, the operation time required for each procedure, and the operation time required for the operation are recorded in the result log.

The task verification unit 160 analyzes the task performance state of a general worker and determines whether or not the order information needs to be corrected / changed. The task verification unit 160 includes an attention procedure extraction unit 162 and an order change determination unit 164. The attention procedure extracting unit 162 extracts the attention procedure with reference to a plurality of performance logs acquired in a predetermined period. The notice procedure in the present embodiment is extracted when any of the following applies.
1. Non-execution procedure: an essential procedure in which the probability of not being executed is a predetermined probability or higher. 2. Out-of-order procedure: an essential procedure in which the probability of execution in an execution order different from the original execution order is greater than or equal to a predetermined probability. Patrol procedure: Mandatory procedure in which the variation in operation time by the person in charge of the counter is larger than a predetermined threshold

  The order change determination unit 164 determines whether the work time has been shortened by executing the attention procedure in an order different from the original order when the attention procedure is extracted as the different order procedure. When the business time is shortened by the order change, the order change notification unit 128 proposes the order change to the business administrator.

FIG. 10 is a flowchart showing the process of the order information update process.
The business support apparatus 100 executes the order information update process shown in the figure periodically, for example, every month. First, the attention procedure extraction unit 162 performs a statistical analysis with reference to the result log group collected in the most recent month, and determines the presence or absence of an out-of-order procedure (S10). If there is an out-of-order procedure (Y in S10), the order change determination unit 164 calculates the average operation time for the performance log including the out-of-order procedure, and determines whether it is shorter than the average operation time in the original execution order (S12). If shortened (Y of S12), the order change notification unit 128 causes the design terminal 240 to display information indicating that the order change is proposed (S14). If not shortened (N in S12), S14 is skipped. Thereafter, the attention procedure notifying unit 124 notifies the business manager of the out-of-order procedure as the attention procedure (S20).

  Next, the attention procedure extraction unit 162 performs a statistical analysis with reference to the result log group collected in the most recent month, and determines whether there is a non-execution procedure (S16). If there is a non-execution procedure (Y in S16), the attention procedure notification unit 124 notifies the business administrator of the non-execution procedure as the attention procedure (S22).

  Finally, the attention procedure extraction unit 162 performs a statistical analysis with reference to the performance log group collected in the most recent month, and determines whether there is an essential procedure whose operation time variation is larger than a predetermined threshold, that is, whether there is a patrol procedure. Determine (S18). If there is a patrol procedure (Y in S18), the attention procedure notifying unit 124 notifies the business administrator of the tour operation as the attention procedure (S24).

  When the attention procedure is extracted in any one of S10, S16, and S18 (Y in S26), the example log display unit 122 displays the required procedure change screen 230 to redisplay the example log (S28). . The business administrator changes the content of the order information via the essential procedure change screen 230 while referring to the order change proposal and various attention procedures in S14.

The business support apparatus 100 has been described based on the embodiments.
According to the business support apparatus 100, a workflow can be generated by a simple user interface in which an essential operation is selected from a model log. In addition, when the business operation is actually performed according to the workflow, by extracting the attention procedure such as the non-execution procedure, the out-of-order procedure, and the patrol procedure, the improvement point of the workflow or the user interface of the operator terminal 200 can be improved. It becomes easy to be identified. Even when the operational efficiency is improved by the out-of-order procedure, such improvement points are easily reflected in the workflow. According to the business support apparatus 100, a workflow can be easily created and can be changed flexibly according to the operation.

  The workflow may be changed according to the skill level of the contact person. For example, according to the result log limited to the contact person in charge for 6 months or more, if the “indicator verification instruction” is executed without fail, the “indicator verification instruction” is issued from the workflow for such a contact person. You may delete the registration and leave the person in charge who has been working for less than 6 months.

  In this embodiment, the log is acquired and analyzed for one business system 210. However, this is not intended to limit the scope of the present invention to only one business system 210. For example, a business system for seal verification and a business system for withdrawal management may be formed as separate business systems. The model log and the result log may be recorded as operation histories for various business systems for a predetermined window business. For example, a model log of the counter service may be acquired as an operation history for each of the business system for seal verification and the business system for withdrawal management. A person skilled in the art will understand that an essential procedure for a plurality of business systems may be selected from this model log and the order information of the window business may be generated.

  The present invention has been described based on the embodiments. The embodiments are exemplifications, and it will be understood by those skilled in the art that various modifications can be made to combinations of the respective constituent elements and processing processes, and such modifications are within the scope of the present invention. .

It is a hardware block diagram in a bank. It is a screen figure of an essential procedure selection screen. It is a figure which shows the workflow produced | generated as a selection result of FIG. It is a schematic diagram for demonstrating the extraction method of a consideration procedure. It is a screen figure of an essential procedure change screen. FIG. 6 is a diagram illustrating a workflow after being corrected as a selection result in FIG. 5. It is a schematic diagram for demonstrating the execution order change of an essential procedure. It is a schematic diagram for demonstrating the dispersion | variation in the operation time for every general worker. It is a functional block diagram of a business support device. It is a flowchart which shows the process of an order information update process.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 100 Business support apparatus, 110 User interface processing part, 112 Input part, 120 Display part, 122 Example log display part, 124 Attention procedure notification part, 126 Essential procedure display part, 128 Order change notification part, 130 Data processing part, 140 Log recording unit, 142 Model log recording unit, 144 Actual log recording unit, 146 Order information registration unit, 150 time measurement unit, 152 Business time measurement unit, 154 Operation time measurement unit, 160 Business verification unit, 162 Attention procedure extraction unit 164 Order change determination unit 170 Data holding unit 172 Sample log holding unit 174 Performance log holding unit 176 Order information holding unit 200 Operator terminal 208 LAN 210 Business system 220 Required procedure selection screen 222 Hand This log area, 224択領 area, 230 mandatory procedure change screen, 240 design terminal, 300 banks.

Claims (9)

A model log recording unit that records the operation history of the model worker as a model log when a predetermined work is performed by the model worker;
A model log display unit for displaying the model log on a screen;
An order information registration unit configured to set one or more procedures designated by the business administrator among the plurality of procedures recorded in the model log as essential procedures, and generate order information by arranging the one or more essential procedures;
In order to indicate a procedure of the predetermined work to a general worker, an essential procedure display unit that displays the one or more essential procedures on the screen according to the order information;
When the predetermined work is performed by the general worker, a result log recording unit that records the operation history of the general worker as a result log;
An attention procedure extraction unit that refers to a performance log collected in a predetermined period and extracts an essential procedure that is not executed with a probability equal to or higher than a predetermined probability among the one or more essential procedures;
A notice procedure notifying unit for notifying the notice procedure to the outside;
A business support apparatus comprising:   2. The business support apparatus according to claim 1, wherein the attention procedure extraction unit extracts the attention procedure from essential procedures that can be executed on condition of external approval. The example log display unit displays the example log again on the screen when the attention procedure is extracted,
The order information registration unit registers the new required procedure in the order information when a new required procedure is selected by a business administrator from the model log. The business support device described in 1. A model log recording unit that records the operation history of the model worker as a model log when a predetermined work is performed by the model worker;
A model log display unit for displaying the model log on a screen;
One or more procedures designated by the business administrator among the procedures recorded in the model log are set as essential procedures, and an order information registration unit that generates order information by arranging one or more essential procedures;
In order to indicate a procedure of the predetermined work to a general worker, an essential procedure display unit that displays the one or more essential procedures on the screen according to the order information;
When the predetermined work is performed by the general worker, a result log recording unit that records the operation history of the general worker as a result log;
Note that essential procedures that are executed in an execution order different from the original execution order with a probability equal to or higher than a predetermined probability among the one or more required procedures are extracted as attention procedures with reference to a performance log collected in a predetermined period. A procedure extractor;
A notice procedure notifying unit for notifying the notice procedure to the outside;
A business support apparatus comprising: A business time measuring unit that measures the business time required to perform the predetermined business;
When the attention procedure is extracted, referring to a performance log collected in a predetermined period, the business time when the attention procedure is executed in the original execution order and the attention procedure in the different execution order Comparing the work time when executing, and when the work time when executing in the different execution order is shorter, the order change proposing unit for notifying the outside that the execution order change of the attention procedure is proposed;
The business support apparatus according to claim 4, further comprising: A model log recording unit that records the operation history of the model worker as a model log when a predetermined work is performed by the model worker;
A model log display unit for displaying the model log on a screen;
One or more procedures designated by the business administrator among the procedures recorded in the model log are set as essential procedures, and an order information registration unit that generates order information by arranging one or more essential procedures;
In order to indicate a procedure of the predetermined work to a general worker, an essential procedure display unit that displays the one or more essential procedures on the screen according to the order information;
When the predetermined work is performed by the general worker, a result log recording unit that records the operation history of the general worker as a result log;
An operation time measurement unit that measures the operation time required to execute each required procedure;
An attention procedure extraction unit that refers to a performance log collected in a predetermined period and extracts an essential procedure in which a variation in operation time by a general worker is a predetermined value or more among the one or more essential procedures;
A notice procedure notifying unit for notifying the notice procedure to the outside;
A business support apparatus comprising: A function that records the operation history of the exemplary worker as a model log when a predetermined work is performed by the exemplary worker;
A function for displaying the example log on a screen;
A function that sets one or more procedures designated by the business administrator among the procedures recorded in the model log as essential procedures, generates one or more essential procedures and generates order information;
A function for displaying the one or more essential procedures on the screen according to the order information in order to show a procedure of the predetermined work to a general worker;
A function of recording an operation history of the general worker as a performance log when the predetermined work is performed by the general worker;
A function of referring to a performance log collected in a predetermined period and extracting an essential procedure that is not executed with a probability of a predetermined probability or more among the one or more essential procedures as a notice procedure;
A function of notifying the notice procedure to the outside;
A business support program characterized by letting a computer demonstrate its functions. A function that records the operation history of the exemplary worker as a model log when a predetermined work is performed by the exemplary worker;
A function for displaying the example log on a screen;
A function that sets one or more procedures designated by the business administrator among the procedures recorded in the model log as essential procedures, generates one or more essential procedures and generates order information;
A function for displaying the one or more essential procedures on the screen according to the order information in order to show a procedure of the predetermined work to a general worker;
A function of recording an operation history of the general worker as a performance log when the predetermined work is performed by the general worker;
A function that refers to a performance log collected in a predetermined period and extracts, as a cautionary procedure, an essential procedure that is executed in a different execution order from the original execution order with a probability of a predetermined probability or more among the one or more essential procedures. When,
A function of notifying the notice procedure to the outside;
A business support program characterized by letting a computer demonstrate its functions. A function that records the operation history of the exemplary worker as a model log when a predetermined work is performed by the exemplary worker;
A function for displaying the example log on a screen;
A function that sets one or more procedures designated by the business administrator among the procedures recorded in the model log as essential procedures, generates one or more essential procedures and generates order information;
A function for displaying the one or more essential procedures on the screen according to the order information in order to show a procedure of the predetermined work to a general worker;
A function of recording an operation history of the general worker as a performance log when the predetermined work is performed by the general worker;
A function to measure the operation time required to execute each required procedure;
A function of referring to a performance log collected in a predetermined period and extracting an essential procedure in which a variation in operation time by a general worker is equal to or greater than a predetermined value among the one or more essential procedures;
A function of notifying the notice procedure to the outside;
A business support program characterized by letting a computer demonstrate its functions.

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