JP5492031B2 - Work management system - Google Patents

Description

  The present invention relates to a work management system. In particular, in a system for managing operation work using a computer, the management of work results from the generation of a work check list used at the time of operation work and the skill management of a person in charge of operations are centrally managed. The present invention relates to a work management system.

  Various methods and systems have been proposed in order to improve the work efficiency of computer maintenance personnel and prevent the occurrence of work mistakes. For example, in Patent Document 1, in order to save unnecessary man-hours during computer maintenance work and to prevent work mistakes, fault data of a fault that occurred in a computer device is received and analyzed, and a faulty part is identified. A maintenance system for a computer comprising failure part identification means to be performed and work instruction distribution means for selecting a work procedure according to whether or not the failure part has been identified by the failure part identification means from a database and delivering it to a portable terminal of a maintenance worker Is disclosed.

  Further, in Patent Document 2, a skill level database is registered for each worker who operates the portable operator terminal, and the skill information database is referred to in the work management server. A work management system is disclosed in which a worker who performs the work can be selected based on the above, and the work can be instructed to a worker terminal operated by the selected worker.

JP 2004-145715 A JP 2004-5157 A

  However, in the system described in Patent Document 1, generation of maintenance work procedures such as hardware replacement of computer devices and parts replacement of basic software is performed. In other words, the work check list that can be input to the portable terminal for operators cannot be handled.

  Further, in the technique of Patent Document 2, it is possible to register the skill level of the worker in the skill information database in advance and select an operator who can handle the worker at the designated skill level from the skill information database. , Work results such as the number of work and the last execution date can not be grasped.

An object of the present invention is to automatically generate a work checklist that has been converted into parts in response to a request from a terminal, and store a checklist that has been cleared at the time of completion of work to manage work results. It is to simplify management.
Another object of the present invention is to enable unified management of operator skill levels.

The work management system according to the present invention is preferably a work management system having a management server connected via a network to a terminal (first terminal) used by an operator,
A work procedure DB that stores a work checklist that has been converted into parts for each work, a work performance DB that stores work checklists that have been performed, and parts that have been converted into parts based on work condition specifications from the first terminal. A work check list is generated and transmitted to the first terminal, and a work check list assembly processing unit to be registered in the work performance DB and an assembled work check list in response to a request from the first terminal. A work status input processing unit that performs an input process of access completion check and completion confirmation, and receives the work check list including work completed information transmitted from the first terminal, and receives the work result DB Has a work record registration processing part to be registered in
The work checklist assembly processing unit is configured as a work management system that automatically generates a work checklist for a subsequent work from a work result of a previous work.

In a preferred example, in the work management system,
The management server is connected to a second terminal used by the administrator via a network, and further stores a skill management DB that stores the work results of the worker as skill information, and registration processing in the skill management DB. A work result registration processing unit to be performed, and a skill status search processing unit that accesses the skill management DB from the second terminal and searches for the skill status of each worker, and is searched by the search processing unit. Skill information is displayed on the second terminal.

Also, in a preferred example, in the work management system, the first terminal displays the work checklist having check items in the erased format, and the work checklist includes the work checklist as the work is completed by the worker. The check item is erased and entered.
In the work status input process, a check input omission is determined by automatically checking the check items in the work check list.

  According to the present invention, a work checklist can be managed as a component, and work can be easily added and modified at the time of change. In addition, since it can be used for other work, maintenance of the work checklist and management man-hours can be reduced. In addition, since a work checklist can be generated in real time, it is possible to compensate for the decision to branch depending on conditions, and to prevent mistakes and reduce the number of preparation steps in the work checklist preparation stage. Further, it is possible to immediately detect an illegal operation such as a procedure omission at the time of operation work, thereby improving work quality. Furthermore, since the work results and skill information of each operator can be extracted from the skill management database and analyzed and evaluated, planned skill management becomes possible.

It is a figure which shows the structure of the operation work management system by one Example. It is a flowchart for demonstrating the processing operation | movement from the production | generation of work checklist to work performance registration in the operation work management system by one Example. It is a flowchart for demonstrating the processing operation | movement of skill management in the operation work management system by one Example. It is a figure which shows the example of a screen display of the service failure isolation procedure check list in the work processing operation | movement by one Example. It is a figure which shows the example of a screen display of the influence work confirmation procedure check list in the work processing operation | movement by one Example. It is a figure which shows the structural example of the work procedure database 31 by one Example. It is a figure which shows the structural example of the work procedure database 31 by one Example. It is a figure which shows the structural example of the work performance database 32 by one Example. It is a figure which shows the structural example of the work performance database 32 by one Example. It is a figure which shows the structural example of the skill management database 33 by one Example. It is a figure which shows the example of a screen of the skill management menu by one Example. It is a figure which shows the example of a screen of the list by one Example.

Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.
FIG. 1 shows the configuration of an operation work management system in one embodiment.
This operation work management system comprises an administrator terminal 1 used by a work manager, a plurality of operator portable terminals (hereinafter simply referred to as operator terminals) 2 used by an operator who is an operator during operation work, and an operation work. A management server 3 for management is provided, and these devices are connected via a communication network 9 such as a LAN or the Internet.

  The management server 3 stores a work procedure database (hereinafter abbreviated as “DB”) 31 that stores componentized work checklists, a work performance DB 32 that stores work checklists that have been performed, and individual operator skill information. Has a skill management DB. In addition, the management server 3 converts the work checklist converted into components from the administrator terminal 1 into a component based on the work procedure registration / update processing unit 34 that performs registration, correction, and addition, and the work condition specification from the operator terminal 2. The work check list assembly processing unit 35 for registering the work check list thus prepared in the assembly work result DB, and the work status input for accessing the assembled work check list from the operator terminal 2 and performing input processing of the work completed check and completion confirmation A processing result 36, a work result registration processing part 37 for registering information on completion of work from the operator terminal 2 in the work result DB 32 and the skill management DB 33, and a skill status for each operator by accessing the skill management DB 33 from the administrator terminal 1. The skill status search processing unit 38 for searching and displaying, and the skill management DB 33 from the administrator terminal 1 It has the skills management editing processing unit 39 to register the implementation record, such as education and training with Seth.

The management server 3 includes, as hardware, a processing device (CPU) that executes data processing by executing various programs, and a storage device such as a hard disk (HD) and semiconductor memory that stores various data and programs. The work procedure DB 31, work performance DB 32, and skill management DB 33 are formed in the storage device. In addition, the work procedure registration, update processing unit 34, work checklist assembly processing unit 35, work status input processing unit 36, work result registration processing unit 37, and skill status search processing unit 38 are processing devices that have predetermined programs. By executing, the function of each processing unit is realized.
The administrator terminal 1 and the operator terminal 2 are, for example, personal computers, and have an input device, a display device, a CPU that executes a program, and the like.

Next, a configuration example of each DB will be described.
5A and 5B show a configuration example of the work procedure DB 31. FIG.
The work procedure registered in the work procedure DB 31 is prepared for each trouble message as a combination of work in which work necessary for restoration work of the trouble is componentized. In the illustrated example, there are a work procedure (a) necessary for recovery of the failure message “E00001” generated in the target server A and a work procedure (b) required for recovery of the failure message “E00002” generated in the target server A. Indicated. Each work procedure (a), (b), etc. is composed of items of a category, a pattern, a category code, a name, a check item number, a recovery work item, a worker, a confirmer, and an update date. In the column of worker and confirmer, “1” indicates that those persons are necessary and “0” indicates that they are not necessary.

Regarding the work procedure (a) in FIG. 5A, the work 1 “failure isolation procedure”, the work 2 “work effect check procedure”, the work 3 “server restart procedure”, etc. are the parts of each work procedure. Become. Classification codes A-1, A-2, etc. for identifying each work procedure are assigned. The work procedure for each failure message is constituted by a combination of individual procedures specified by these segmented codes (A-1,..., A-5, etc.).
The work procedure (b) in FIG. 5B is also expressed as a combination of works 1 to 4 as parts, similarly to the work procedure (a), but the parts to be combined (in this case, B-4 “standby server”). Switching ") is different.

6A and 6B show a configuration example of the work performance DB 32. FIG.
The work performance DB 32 registers the result of work performed according to the recovery work procedure.
FIG. 6A shows the result performed according to the recovery work procedure (a) of the failure message “E00001”, and FIG. 6B shows the result performed according to the recovery work procedure (b) of the failure message “E00002”.
In each work record, items such as category, category code, name, check item number, execution item, worker, checker, and execution time are registered for each work procedure performed in response to the failure error message. The In addition, the work execution date, the worker, and the worker ID are registered in each restoration work result.

FIG. 7 shows a configuration example of the skill management DB 33.
The skill management DB 33 registers all work for each worker. That is, for each worker ID for identifying a worker, the content of the work (target server, work code, work name), skill level, date of the training performed in advance and its evaluation, date of work and its result ( NG count), the number of implementations, the necessity of training, and the like are registered.

Next, with reference to FIG. 2, a description will be given of a process of registering work results by the operator terminal 2 from the generation of a work check list when a failure occurs in the business processing system.
The operator is in charge of the designated business processing system, and it is assumed that a failure (for example, a hardware error or an application error) occurs in the business processing system during the work. When the operator finds a failure that has occurred in the business processing system in charge, the operator operates the operator terminal 2 to input the ID code and password assigned to the operator in advance and logs in to the operation work management system (S101). .

  When accessing the operation work management system, a failure information input screen for designating the content of the failure that has occurred is displayed on the web (S102). When the operator inputs failure information from the failure information input screen (S103), the work checklist assembly processing unit 35 refers to the work procedure DB 31 and generates a series of work checklists necessary for failure recovery work ( S104), the check list is displayed on the screen on the web (S105). For example, when the operator inputs server name: A and failure message: E00001 from the failure information input screen, the work checklist assembly processing unit 35 is defined in advance for “server name: A, failure message: E00001”. For each of the work 1 to 4 converted into parts, a fault isolation procedure check list (see FIG. 4A) as the work 1, a business effect confirmation procedure check list (see FIG. 4B) as the work 2, and the like are generated.

  The operator carries out the fault isolation work according to the check list for work 1 (see FIG. 4A) displayed on the display screen of the operator terminal 2, and the work result is displayed for each corresponding check item from the input device of the operator terminal 2. The erase input is performed (S106). That is, the operator performs confirmation work for each confirmation item with reference to the implementation items in the checklist, and when those operations are performed, the operator inputs “execution time” in the operator column, and “OK” or “ Any item of “NG” is input to the consumption. In the case of “NG”, the NG situation and reason are written in the NG entry column.

  The operator inputs all work results on the fault isolation procedure check list, and then operates the completion button to complete the input (S107). When the input of the fault isolation procedure check list is completed, the work status input processing unit 36 of the management server 3 determines whether all the check items are erased (S108). That is, the check input omission is determined, and if there is an omission as a result (S109), error information is displayed on the check list displayed on the display of the operator terminal 2 (for example, the corresponding action item is displayed in a blinking manner). (S110), the error content is confirmed, and re-input is urged (S111). The operator confirms the error content and completes the checklist deletion (S107).

  When the work status input processing unit 36 of the management server 3 determines that all of the check items have been erased, it registers the work results in the work result DB 32 under the processing of the work result registration processing unit 37 (S112), and skills Skill management information is registered in the management DB 33 (S113). The contents of the work performance DB 32 and the skill management DB 33 are shown in FIGS. The work record DB 32 registers all information on the work checklist and work results such as operator information, work name, and work time. In addition, the skill management DB 33 registers the execution date, the number of executions, and the number of NGs of the corresponding work for all work handled by the operator.

  In the present embodiment, there is a work subsequent to the work 1, and the checklist component used in the subsequent work differs depending on the work result of the work 1. In such a case, the presence / absence of the subsequent work is determined from the work classification of the checklist component stored in the work procedure DB 31 (classification in FIG. 5) (S114). As a result, if there is no subsequent work, the work completion is displayed on the check list of work 1 (S119), and this is notified to the operator terminal 2. In the operator terminal 2, the operator confirms the completion of the work, logs off, and ends the series of processes (S120).

  On the other hand, as a result of the determination of the presence / absence of the subsequent work, if there is a subsequent work, the work checklist assembly processing unit 35 determines the checklist component to be used based on the checklist generation pattern (code in FIG. 5) ( S115) Assemble and generate the checklist used in operation 2 (S115). Then, the operator terminal 2 is notified that there is a subsequent work in the check list of the work 1 (S116).

  When the operator views the display with the subsequent work and inputs confirmation of the subsequent work (S117), the operation confirmation procedure of the work 2 which is the work subsequent to the work 1 is displayed. FIG. 4B is an example of a display screen of a service-affected business confirmation procedure check list that is a subsequent operation. In the example of FIG. 4B, the operator has completed the check item clearing of work 1 and displays a message indicating that there is a subsequent work. The operator operates the OK button to display the check list for operation 2 on the screen (S118). Thereafter, in the same way as in the case of the above-described operation 1, the operation is performed on the items in the check list of operation 2 and input is performed (S106), and processing operations such as completion input of the check list are repeated (S107 to S107). S114).

Next, skill management processing in the operation work management system will be described with reference to FIG. Here, an example from when the work manager formulates a work training plan for each operator and registers the training result will be described.
The work manager accesses the operation work management system by inputting an ID code, a password or the like given in advance from the manager terminal 1 in order to check the skill level of the operator periodically or as necessary (S201). ). At that time, the skill management menu screen (FIG. 8) is displayed on the display of the administrator terminal 1 (S202). From this menu screen, the skill status search menu 82 is selected by operating the input device, and a search condition for extracting an operator whose work has been performed for more than 6 months has been specified for the registered work. S203). The skill management DB is searched under the specified conditions, corresponding information is extracted, and the result is displayed as a list on the screen (S204). FIG. 9 shows a screen example of a list of search results. (1) is an example of searching by an operator, and (2) is an example of searching by a work group.

The work manager confirms the contents of the list displayed on the screen (S205), prints out if necessary (S205), and logs out (S206). Regarding search condition setting, a plurality of search conditions can be set within the range of item settings in the skill management DB. In this example, the work manager registers an execution record in the skill management DB after completion of training based on the extracted skill management information. Similarly to the above, when the work manager accesses the operation work management system from the manager terminal and selects skill management from the skill management menu 82 (S207), a skill management screen is displayed (S208). The work manager inputs the training execution date and the training evaluation items as the operator training results in the items on the screen shown in FIG. 9 (S209), and the training results of the corresponding operator are updated and displayed on the update result screen. Is displayed on the container (S210). After confirming the update contents, the work manager logs off (S211).
Further, as shown in FIG. 9 (2), the skill level in the work is evaluated by using the search result in units of work groups, so that it can also be used for rotation of workers.

1: Administrator terminal 2: Mobile terminal for operator 3: Management server 9: Network 31: Work procedure DB 32: Work result DB 33: Skill management DB
34: Work procedure registration / update processing unit 35: Work check list assembly processing unit
36: Work status input processing unit 37: Work result registration processing unit
38: Skill status search processing unit 39: Skill management editing processing unit.

Claims (3)

A work management system having a management server connected via a network to a terminal (first terminal) used by an operator,
A work procedure DB that stores a work checklist that is converted into parts for each work;
A work performance DB that stores work checklists for which work has been performed;
A work checklist that is converted into parts based on work condition designation from the first terminal is generated and transmitted to the first terminal, and a work checklist assembly processing unit that is registered in the work performance DB;
In response to a request from the first terminal, a work status input processing unit that accesses an assembled work check list and performs input processing of work completion check and completion confirmation;
A work record registration processing unit that receives the work checklist including work performed information transmitted from the first terminal and registers the work check list in the work record DB;
The work check list assembly processing unit automatically generates a work check list for a subsequent work from a work result of a previous work. The work management system according to claim 1,
The management server is connected via a network to a second terminal used by the administrator, and
A skill management DB for storing the work results of the worker as skill information;
A work record registration processing unit for performing registration processing in the skill management DB;
A skill status search processing unit that accesses the skill management DB from the second terminal and searches for the skill status of each worker;
A work management system for displaying skill information searched by the search processing unit on the second terminal. The work management system according to claim 1,
The first terminal displays the work check list having a check item in the erase format, and when the work is completed by the worker, the check item in the work check list is erased and input.
In the work status input process, a check input omission is determined by automatically checking the check items in the work check list.

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