JP5765784B2 - Work management system, server device, and work management method - Google Patents

Description

  The present invention relates to a work management system, a server device, and a work management method.

  The company's call center receives calls for various inquiries on a daily basis, and the necessary number of personnel are always working to respond to such calls. Also, depending on the call center, there are cases where personnel work at night because they are available at night.

  If the call center manager does not wake up in the waiting area or arrives at the office even if the shift worker reaches the specified time, he / she contacts the shift worker to encourage the shift, or instructs the substitute to go to work. Must. Thus, there is a problem that the burden on the call center manager is increasing. Therefore, it is an important issue to schedule the shift work of personnel in a call center.

  As a schedule management system, for example, Patent Document 1 discloses a schedule management system for dispatching optimal personnel to a customer when there is a business request from a customer. In the schedule management system, a reception server receives a dispatch request from a customer through a telephone, and a dispatch manager creates a dispatch candidate list. Dispatch instruction information is automatically transmitted from the list to the mobile information processing terminal of the dispatch candidate for the first rank dispatch candidate. If a reply to the instruction is received from the dispatch candidate within a predetermined time, the dispatch candidate of the first rank is set as the dispatcher. On the other hand, when no response is received within a predetermined time or when a rejection response is received, the above-described processing is repeated for the second and subsequent dispatch candidates in the list.

JP 2001-209680 A

  The following analysis is given from the perspective of the present invention.

  However, in the schedule management system described in Patent Document 1, even if a response indicating that the instruction is obeyed is obtained from the dispatching staff who has instructed dispatch, whether or not the dispatching staff actually headed for the customer, There is no way to check if you have arrived first. For this reason, the administrator has to make a call to the dispatched staff for confirmation, and there is a problem that the confirmation work remains as a burden on the administrator. If it is found that it is difficult for the temporary staff to arrive at the customer, an alternative must be selected immediately, but the schedule management system cannot cope with it.

  Thus, it is expected to realize a schedule management system that can cope with such a case.

  An object of the present invention is to provide a work management system that can contribute to automatically confirming whether or not a staff member who has received a work request has gone to work.

The work management system according to the first aspect of the present invention includes a first portable terminal having a first location information acquisition means held by a work schedule worker scheduled to perform a predetermined work, and 1 other than the work schedule staff Alternatively, a second mobile terminal held by each of a plurality of substitute personnel , and a server device that manages the predetermined work of the work-scheduled personnel and a work location of the duty . The server device transmits a work attendance request to the first mobile terminal, and the first mobile terminal of the first mobile terminal detected by the first location information acquisition unit of the first mobile terminal after the attendance request is transmitted . get the first position information, after acquiring the first position information, after a predetermined time to obtain a second location information of the first mobile terminal, the acquired first mobile terminal first a first position information, said second position information, comparing the work location, to determine dolphin whether the work schedule personnel to move toward the work location, the server apparatus, the working When it is determined that the planned personnel are not moving toward the work location, the attendance request is sequentially transmitted to the second portable terminal held by each of the substitute personnel, and the planned personnel is moved toward the work location. Until the substitute personnel who are Return Ri.

A server device according to a second aspect of the present invention is a server device for managing the predetermined work of a scheduled work person who is scheduled to perform a predetermined work and a work place of the work , and held by the planned work person sends attendance request to the first mobile terminal, the attendance acquires first position information before Symbol first mobile terminal after sending the request, after acquiring the first position information, a predetermined time has elapsed after acquires second position information of the first mobile terminal, compares the obtained first position information of the first mobile terminal, and the second position information, and the work location , It is determined whether or not the scheduled work person is moving toward the work place, and if it is determined that the planned work person is not moving toward the work place, 1 other than the scheduled work person Or request work to the second mobile terminal held by multiple substitutes And sequentially transmitted, said until the substitute personnel are moving toward the work location comes out, repeating the sequential transmission of the attendance request.

A portable terminal according to a third aspect of the present invention is a portable terminal held by a scheduled worker who is scheduled to work, and determines whether or not the scheduled worker is moving toward the work location. Position information used by the server device for the determination is transmitted to the server device.

A work management method according to a fourth aspect of the present invention is a work management method for managing the predetermined work of a scheduled work person scheduled for a predetermined work and the work place of the work , and includes the following steps: . In other words, the work management method includes a step of transmitting a work attendance request to the first mobile terminal held by the scheduled work person. The work management method includes a step of obtaining first location information of the first portable terminal after transmitting the attendance request. Further, the work management method includes a step of acquiring the second position information of the first portable terminal after a predetermined time has elapsed after acquiring the first position information. Further, the work management method compares the acquired first location information of the first mobile terminal , the second location information, and the work location, and the work-scheduled personnel are placed in the work location . A step of determining whether or not the vehicle is moving toward the vehicle. Further, the work management method includes a second mobile phone held by each of one or a plurality of substitute personnel other than the scheduled worker when it is determined that the scheduled worker is not moving toward the work location. The method includes sequentially transmitting attendance requests to the terminal and repeating the sequential transmission of the attendance requests until the substitute personnel moving toward the work location appear.

  A program according to a fifth aspect of the present invention is a program for managing the predetermined work of a scheduled work person who is scheduled to work, and causes a computer to execute the following processing. That is, the program causes the computer to execute a process of transmitting a work attendance request to the first portable terminal held by the scheduled work person. In addition, the program causes the computer to execute processing for acquiring the position information of the first portable terminal after transmitting the attendance request. Further, the program causes the computer to execute a process of determining whether or not the scheduled work person is heading for the predetermined work based on the acquired position information of the first portable terminal.

  ADVANTAGE OF THE INVENTION According to this invention, the work management system which can contribute to confirming automatically whether the staff who received the attendance request went to work can be provided.

It is a block diagram which shows the structure of the work management system which concerns on 1st Embodiment. It is a block diagram which shows the structure of the server apparatus of FIG. It is a block diagram which shows the structure of the 1st portable terminal of FIG. It is a block diagram which shows the structure of the 2nd portable terminal of FIG. It is an example of the work schedule table of FIG. It is a flowchart which shows operation | movement of the work management method which concerns on 1st Embodiment. It is a block diagram which shows the structure of the server apparatus in the work management system which concerns on 2nd Embodiment. It is a block diagram which shows the structure of the 1st portable terminal in the work management system which concerns on 2nd Embodiment. It is a block diagram which shows the structure of the 2nd portable terminal in the work management system which concerns on 2nd Embodiment. It is an example of the work schedule staff status information of FIG. It is an example of the alternative personnel state information of FIG. It is an example of the personnel status information table and priority setting information of FIG. It is a flowchart which shows operation | movement of the work management method which concerns on 2nd Embodiment. It is a flowchart which shows the detail of the priority order setting of the substitute personnel of FIG.

  First, an outline of an embodiment of the present invention will be described. Note that the reference numerals of the drawings added in the description of the outline of the embodiment are merely examples for facilitating understanding, and are not intended to be limited to the illustrated modes.

  As shown in FIG. 1, the work management system 1 according to an embodiment of the present invention includes a first mobile terminal having a first location information acquisition unit 201 held by a scheduled work person 2 who is scheduled to perform a predetermined work. 20 and a server device 10 that manages the predetermined work of the scheduled work person 2. The server apparatus 10 transmits a work attendance request to the first mobile terminal 20, and the location information of the first mobile terminal 20 detected by the first location information acquisition unit 201 of the first mobile terminal 20 after the attendance request is transmitted. And whether or not the scheduled work person 2 is heading for a predetermined work is determined based on the acquired position information of the first portable terminal 20.

  With the above configuration, by sending a request for attendance from the server device 10 to the first mobile terminal 20 held by the scheduled work person 2, the scheduled work person 2 can be prompted to work at the scheduled time. Further, by detecting the position information of the first portable terminal 20 after transmitting the attendance request, it is possible to automatically determine whether or not the scheduled work person 2 is actually heading for the workplace. This makes it possible to manage work reliably and reduce the burden on the work manager.

  In the work management system 1, the first mobile terminal 20 has work schedule personnel status information (205 in FIGS. 8 and 10) indicating the current status of the work schedule personnel 2. Whether or not the scheduled work staff status information (205 in FIGS. 8 and 10) held by the mobile terminal 20 of the mobile terminal 20 is acquired and the scheduled work staff 2 can perform the predetermined work based on the scheduled work staff status information 205 May be determined.

  The work management system 1 includes a second portable terminal having second position information acquisition means (301b to e, etc.) held by one or a plurality of substitute personnel (3b to e, etc.) other than the scheduled work person 2 (30b to e) are further provided. When the server apparatus 10 determines that the scheduled work person 2 is not heading for a predetermined work, the server device 10 requests a second mobile terminal (30b-e, etc.) held by each substitute person (3b-e, etc.). , Sequentially acquiring the location information of the second portable terminal (30b-e, etc.) detected by the second location information acquisition means (301b-e, etc.) of the second portable terminal after sending the attendance request, Based on the acquired location information of the second mobile terminal (30b-e, etc.), it is determined whether each substitute person (3b-e, etc.) is heading for a predetermined duty, and the substitute staff heading for a predetermined duty You may be made to repeat the transmission of the attendance request sequentially until it comes out.

  In the work management system 1, the first mobile terminal 20 has work schedule worker status information (205 in FIGS. 8 and 10) indicating the current status of the work schedule worker 2, and each second mobile terminal. (30b to e, etc.) preferably has alternative personnel status information (305 in FIGS. 9 and 11) indicating the current status of the corresponding substitute personnel (3b to e etc.). The server device 10 acquires the scheduled workman status information 205 possessed by the first mobile terminal 20 and the substitute personnel status information 305 possessed by each second mobile terminal (30b-e, etc.), and obtains a staff status information table ( 107) of FIG. 7 is generated, and whether or not the scheduled work person 2 and each substitute person (such as 3b to e) can perform the predetermined work based on the staff state information table (107 of FIG. 7). May be determined.

  As shown in FIGS. 10 and 11, the scheduled workman status information 205 and the alternative staff status information 305 may include office availability information.

  As shown in FIGS. 10 and 11, the scheduled workman status information 205 and the alternative staff status information 305 may include nap information (corresponding to “wake-up time” in the figure).

  The server device 10 includes a priority setting unit (112 in FIG. 7) that sets the priority of substitute personnel (3b to e in FIG. 1) with reference to the personnel state information table (107 in FIG. 7). The server device 10 includes second mobile terminals (FIG. 1 in FIG. 1) corresponding to the substitute personnel (3b to e in FIG. 1) in descending order of priority set by the priority setting unit (112 in FIG. 7). 30b-e), the attendance request may be transmitted sequentially, and the attendance request may be transmitted repeatedly until an alternative person who is determined to have gone to the predetermined duty comes out.

  The server device 10 may issue a predetermined alarm (by the alarm processing unit 114 in FIG. 7) when an alternative person who is determined to have gone to a predetermined duty does not appear.

  The server device 10 according to an embodiment of the present invention is a server device that manages a predetermined work of a work-scheduled worker 2 who is scheduled to perform a predetermined work as shown in either FIG. 1 or FIG. The position of the first portable terminal 20 detected by the first position information acquisition unit 201 of the first portable terminal 20 after transmitting the attendance request to the first portable terminal 20 held by the scheduled personnel 2 and transmitting the attendance request. The information is acquired, and it is determined whether or not the work-scheduled staff 2 is heading for a predetermined work based on the acquired position information of the first mobile terminal 20.

  The work management method according to an embodiment of the present invention is a work management method for managing a predetermined work of a scheduled work person 2 scheduled for a predetermined work, as shown in any of FIGS. Includes the following steps: In other words, the work management method includes step S103 of transmitting a work attendance request to the first portable terminal 20 held by the scheduled work person 2. In addition, the work management method includes step S104 of acquiring position information of the first portable terminal 20 after transmitting the attendance request. Further, the work management method includes step S105 for determining whether or not the work-scheduled staff member 2 is heading for a predetermined work based on the acquired position information of the first mobile terminal 20.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

[First Embodiment]
(Configuration of the first embodiment)
The configuration of the first embodiment will be described in detail with reference to FIGS. FIG. 1 is a block diagram showing a configuration of a work management system 1 according to the first embodiment. The work management system shown in FIG. 1 is a system that manages the assignment of shift work for personnel working at a call center 90 of a company. In FIG. 1, at the next work shift time, it is scheduled that the scheduled work person 2 will go to work, and the planned work person 2 must arrive at the work place before the work shift time. In addition, alternative personnel 3b to 3e are determined in advance in preparation for the work-scheduled personnel 2 being unable to work. Here, four substitute personnel 3b to e are determined, but the number of substitute personnel is not limited to four, and may be any number.

  In FIG. 1, the work management system 1 includes a server 10, a first portable terminal 20, and second portable terminals 30b to 30e. Here, the server 10 is arranged in the call center 90 and manages shift work in the call center 90. In the call center 90, the personnel working there have portable terminals. Here, as shown in FIG. 1, the portable terminal held by the scheduled work person 2 who is scheduled to start work at the next work shift time is defined as the first portable terminal 20, and each substitute person 3 b to e is used. The portable terminals held by are referred to as second portable terminals 30b to 30e. The server 10 of the call center 90, the first mobile terminal 20, and the second mobile terminals 30b to 30e are configured to be able to communicate with each other via the network 100.

  Next, FIG. 2 is a block diagram showing the configuration of the server 10 of FIG. As illustrated in FIG. 2, the server 10 includes a clock unit 101, a server control unit 102, a storage unit 104, and a communication unit 105. The clock unit 101 supplies time information to the server control unit 102, and the server control unit 102 uses the time information supplied from the clock unit 101 when determining the timing for making a work attendance request described later.

  The server control unit 102 includes a CPU (Central Processing Unit) (not shown), and the operation of the entire server 10 is controlled by the CPU. The server control unit 102 includes an attendance request processing unit 110a and an alarm processing unit 114, which are software modules operated by the CPU. Details of these will be described later.

  The storage unit 104 includes a RAM (Random Access Memory), a hard disk, and the like, and stores a program that operates in the server control unit 102, data used by the program, and the like. The storage unit 104 includes a database unit 103 used by the work management system 1 as shown in FIG. The database unit 103 stores a work schedule table 106 indicating work schedules of personnel working at the call center 90.

  The communication unit 105 has a function of transmitting / receiving to / from the first mobile terminal 20 and the second mobile terminals 30b to 30e via the network 100 (FIG. 1).

  Next, FIG. 5 shows an example of the work schedule table 106 stored in the database unit 103 of the server 10. As shown in FIG. 5, the call center 90 performs three shift work in order to respond to inquiries at night, and the work shift times are set to three times of 8:00, 17:00, and 22:00. Has been. In FIG. 5, each person has an ID, and the ID is composed of 10 persons, AAAAA to JJJJJ. In an actual call center, there are many cases where a large number of personnel are working at one time. However, in order to simplify the explanation, FIG. 5 shows a case where one person works in each of three shift work periods. That is, the number of work schedule personnel 2 at each work shift time is one. Similarly to FIG. 1, four persons (3b to e) are set as substitute personnel for the scheduled work personnel 2. Specifically, at the work shift time of 8:00 on 2012/8/1, the personnel with the ID AAAAA is the scheduled personnel 2 and the personnel with the ID BBBBB to EEEE are the alternative personnel 3b to 3e, respectively. .

  In addition, the work-scheduled staff 2 and the substitute staff 3b to 3e can stand by at home or a predetermined waiting place, and can take a nap during the waiting.

  Next, FIG. 3 is a block diagram showing a configuration of the first portable terminal 20 held by the work schedule staff 2. As shown in FIG. 3, the first mobile terminal 20 includes a GPS (Global Positioning System) unit 201, a mobile terminal control unit 202, a wireless communication unit 203, and a storage unit 204.

  The GPS unit 201 is position information detection means for detecting position information of the first portable terminal 20, and uses the A-GPS method. However, the present invention is not limited to the A-GPS method, and various types of position information detection methods are applicable.

  For example, the following four methods are applicable. The first method is a method obtained by capturing GPS satellites, and it is necessary to capture signals from at least three GPS satellites. The second method is not based on GPS, but uses the position of the connected base station as the position of the mobile terminal. This method is effective for PHS (Personal Handyphone) with a relatively narrow radio wave reach. It is. The third method is not based on GPS, but grasps a plurality of base stations and grasps the position of the portable terminal from the transmission power control of the portable terminal. Specifically, when the transmission power is weak, the base station and the mobile terminal are close to each other, and when the transmission power is strong, the base station and the mobile terminal are far away. Find the distance between the station and the mobile device. Then, the position of the mobile terminal is calculated from the positions of a plurality of base stations known in advance and the distance between each base station and the mobile terminal. The fourth method is called A-GPS (Assisted GPS), and detects a position from a GPS satellite and a base station.

  Any of the four methods described above can be applied as the position detection means of the first portable terminal. For example, when the first method and the fourth method are compared, the conventional GPS method (first method) It is difficult to measure indoors. On the other hand, since the A-GPS method (fourth method) can measure the position indoors to some extent, the GPS units of the first and second portable terminals used in the work management system of the first embodiment ( In 201 in FIG. 3 and 301 in FIG. 4, it is desirable to use the A-GPS method.

  In FIG. 3, the mobile terminal control unit 202 includes a CPU (not shown), and the operation of the mobile terminal 20 as a whole is controlled by the CPU. The wireless communication unit 203 transmits / receives to / from the server 10 by wireless communication via the network 100. The storage unit 204 includes a ROM (Read Only Memory) and a RAM, and stores a program that operates in the mobile terminal control unit 202, data used by the program, and the like.

  In the mobile terminal control unit 202, an application program (not shown) that transmits the location information of the first mobile terminal 20 in response to a location information acquisition request from the server 10 is always operating.

  Next, FIG. 4 is a block diagram illustrating a configuration of the second portable terminals 30b to 30e held by the substitute personnel 3b to 3e. As shown in FIG. 4, the second mobile terminal 30 includes a GPS unit 301, a mobile terminal control unit 302, a wireless communication unit 303, and a storage unit 304, each of which is a GPS unit of the first mobile terminal. Since 201, the portable terminal control part 202, the wireless communication part 203, and the memory | storage part 204 are the same, description is abbreviate | omitted.

(Operation of the first embodiment)
Next, the operation of the first embodiment will be described with reference to FIG. Moreover, FIGS. 1-5 is also referred as needed. FIG. 6 is a flowchart showing the operation of the work management system 1 according to the first embodiment. As shown in FIG. 6, the left column shows the operation of the server 10, the center column shows the operation of the mobile terminal 20, and the right column shows the operation of the mobile terminal 30 (30b to 30e). In the following, a case where the work shift time of 2012/8/1 in the work schedule table 106 of FIG. 5 is 8:00 will be described as an example.

  In FIG. 6, the clock unit 101 of the server 10 notifies the server control unit 102 that the work shift time (specifically, 8:00) is close (S100) at a timing that is a predetermined time before the work shift time. ). Subsequently, the attendance request processing unit 110 a of the server 10 transmits a position information acquisition request to the first mobile terminal 20. The first mobile terminal 20 receives the location information acquisition request, and the application program operating in the mobile terminal control unit 202 detects the current location information by the GPS unit 201 and transmits the current location information to the server 10. (S200). The attendance request processing unit 110a of the server 10 acquires the location information of the mobile terminal 20 transmitted from the mobile terminal 20 (S101).

  Similarly, the attendance request processing unit 110a of the server 10 transmits a position information acquisition request to the mobile terminals 30b to 30e. Each mobile terminal 30b-e receives the location information acquisition request, and the application program operating in the mobile terminal control unit 302 of each mobile terminal 30b-e detects the current location information by the GPS unit 301b-e. Each current position information is transmitted to the server 10 (S300). The attendance request processing unit 110a of the server 10 acquires each position information transmitted from each of the mobile terminals 30b to 30e (S102). Through the above steps S101, S200, S102, and S300, the attendance request processing unit 110a of the server 10 grasps the current position of each of the mobile terminals 20 of the planned work staff 2 and the mobile terminals 30b to 30e of each alternative staff 3b to e. To do.

  Subsequently, the attendance request processing unit 110a of the server 10 transmits an attendance request to the first portable terminal 20 so that the scheduled work person 2 is present (S103). However, if the attendance request processing unit 110a of the server 10 determines that the work-scheduled staff 2 is already heading to the call center 90 based on the current location information of the first mobile terminal 20, the attendance request is not transmitted. May be. In S103, the attendance request signal is defined in advance as a predetermined signal. The application program of the first mobile terminal 20 receives the signal transmitted from the server 10. The application program detects that the signal is an attendance request, and notifies the scheduled work person 2 that the attendance request has been received from the server 10 (S201). As the notification means, voice, vibration by a vibrator, or screen display is used. Or you may use combining these. For example, in the case of audio, “work shift time 8:00 is approaching. Simultaneously with the vibration by the vibrator, the screen “Work shift time 8:00 is approaching. Please head to the workplace” may be displayed with conspicuous characters. These settings may be set by the scheduled work person 2 holding the first portable terminal 20.

  Next, the first mobile terminal 20 performs a timer process for a predetermined time after receiving a work attendance request from the server 10 (S202). Subsequently, the GPS unit 201 of the first portable terminal 20 detects current position information and transmits the current position information to the server 10 (S203). In other words, the first mobile terminal 20 transmits the current position information to the server 10 after a predetermined time after receiving the attendance request from the server 10. The attendance request processing unit 110a of the server 10 acquires the current location information of the first mobile terminal transmitted from the first mobile terminal 20 (S104).

  Subsequently, the attendance request processing unit 110a of the server 10 compares the position information of the first mobile terminal 20 acquired in step S101 with the position information of the first mobile terminal 20 acquired in step S104. It is determined whether or not the first mobile terminal 20 has moved a predetermined time after receiving the attendance request (S105). If it is determined that the first mobile terminal 20 has moved (YES in step S105), it is determined that the scheduled work person 2 has headed to the call center 90, and the attendance request processing unit 110a of the server 10 ends the process.

  It should be noted that various deformations and adjustments can be applied to the processes in steps S202, S203, S104, and S105 described above. First, in step S105, in order to improve the accuracy of determining whether or not the first mobile terminal 20 is heading for the workplace (call center 90), it is simply determined whether or not the first mobile terminal 20 has moved. Instead, for example, it may be determined whether or not the first portable terminal 20 is at a position on the way to the call center 90.

  Further, in step S203, the current position may not be transmitted only once after step S202, but may be intermittently transmitted to the server 10 after receiving an attendance request in step S201, for example. Thereby, the attendance request process part 110a of the server 10 can grasp | ascertain the position of the 1st portable terminal 20 in time series. Further, by displaying the position of the first mobile terminal 20 on the map on the display unit (not shown) of the server 10, the manager of the call center 90 can easily grasp the position of the scheduled worker. .

  Furthermore, in step S105, it may be confirmed until the first mobile terminal 20 arrives at the call center 90 based on the time-series position information.

  Next, step S106 and subsequent steps will be described. If the attendance request processing unit 110a of the server 10 determines in step S105 that the scheduled work person 2 is not heading for the call center 90 (NO in step S105), the attendance request processing unit 110a of the server 10 With reference to the schedule table (106 in FIG. 5), information on the substitute personnel 3b to 3e is acquired (S106). Specifically, at 8:00 of work shift time 2012/8/1, information that the substitute personnel 3b to e are four persons BBBBB, CCCCC, DDDDD, and IEEE is acquired.

  Subsequently, the substitute personnel 3b to e are requested to work in the order of 3b → 3c → 3d → 3e. The following steps S107, S301, S302, S303, S108, and S109 make a work request for the second portable terminal 30i (i = b to e) owned by the substitute personnel 3i (i = b to e), It is a process for determining whether or not the second portable terminal 30i has moved after a predetermined time after making the request for attendance, and the processing contents of each step are the above-described steps S103, S201, S202, S203, S104, and Since it is the same as S105, the overlapping description is omitted. If it is determined in step S109 that the second portable terminal 30i has moved (YES in S109), it is determined that the substitute person 3i has gone to the call center 90, and the attendance request processing unit 110a of the server 10 ends the processing. To do. That is, the substitute worker 3i becomes a substitute worker and performs a predetermined work at the call center 90 on behalf of the scheduled worker 2.

  On the other hand, if NO in step S109, it is determined whether there are other substitute personnel (S110). If YES in step S110, the process returns to step S107 to repeat the process for other substitute personnel.

  In addition, various deformation | transformation and adjustment with respect to step S202, S203, S104, S105 mentioned above are similarly applicable to the process of step S302, S303, S108, S109.

  If it is determined NO in step S110, that is, if no substitute personnel determined to have headed to the call center 90 out of the substitute personnel 3b to e, the alarm process 114 of the server 10 is predetermined in the call center 90. Is issued (S111). The manager of the call center 90 listens to the warning and examines the response of work from the work shift time (2012/8/12 8:00).

  As described above, according to the work management system 1 according to the first embodiment, the work schedule personnel 2 is transmitted from the server 10 by sending a work request to the first mobile terminal 20 held by the work schedule personnel 2. Can be encouraged to work before the shift time. In addition, there is an effect that it is possible to automatically determine whether or not the work-scheduled worker 2 is actually heading to the workplace by detecting the position information of the first mobile terminal 20 after transmitting the attendance request. can get. In the schedule management system of Patent Document 1, there is no means for confirming whether or not the staff who has responded to the instruction upon receipt of the work request has actually headed to the workplace, and the work manager contacts the staff. Although there was a problem that the burden that had to be confirmed remained, in the work management system 1 of the first embodiment, it is possible to automatically determine whether or not the work-scheduled personnel 2 are actually heading to the workplace. This can reduce the burden on the administrator.

  Furthermore, according to the work management system 1 according to the first embodiment, when it is determined that the scheduled work person 2 is not heading for work after requesting work, the work request is transmitted to the substitute person 3. Can automatically select alternative workers. Thereby, the effect that work shift can be surely performed is obtained. Also in this case, it is possible to automatically determine whether or not the substitute personnel 3 are heading to the workplace, so that the burden on the administrator can be reduced.

  In addition, if there are no substitutes that are judged to be headed to work after requesting work, an alert can be issued in the workplace to inform the manager that it is necessary to consider how to respond. Is obtained.

[Second Embodiment]
Next, the configuration of the second embodiment will be described with reference to FIGS. In the second embodiment, the portable terminal (first portable terminal 20 and second portable terminal 30b) in which each person holds “status information” indicating the current state of the scheduled work person 2 and each substitute person 3b to 3e. -E), the server 10 acquires the status information of each portable terminal, and performs the attendance request processing and the alternative worker selection processing based on the status information.

  FIG. 7 is a block diagram showing a configuration of the server 10 of the work management system 1 according to the second embodiment. As can be seen by comparing FIG. 7 with FIG. 2 (the server 10 of the first embodiment), FIG. 7 shows that the database unit 103 has a personnel status information table 107 and a server control unit 102 has a priority order setting unit 112. Provided. Further, the processing content of the attendance request processing unit 110b of the server control unit 102 of FIG. 7 is different from the attendance request processing unit 110a of FIG. Since points other than the above are the same as those in FIG. 2, the same reference numerals are given, and redundant descriptions are omitted.

  FIG. 8 is a block diagram showing a configuration of the first portable terminal 20 of the work management system 1 according to the second embodiment. As can be seen by comparing FIG. 8 with FIG. 3 (first mobile terminal 20 of the first embodiment), FIG. 8 shows that the storage unit 204 has scheduled work status information 205 in FIG. Is different. Since points other than the above are the same as those in FIG. 3, the same reference numerals are given, and redundant descriptions are omitted.

  FIG. 9 is a block diagram showing a configuration of the second portable terminal 30 of the work management system 1 according to the second embodiment. As can be seen by comparing FIG. 9 with FIG. 4 (second mobile terminal 30 of the first embodiment), FIG. 9 is different from FIG. 4 in that the storage unit 304 has alternative personnel status information 305. ing. Since points other than the above are the same as those in FIG. 4, the same reference numerals are given, and redundant descriptions are omitted.

  The components different from those of the first embodiment in FIGS. 7 to 9 described above will be described in detail. FIG. 10 is an example of the work schedule worker status information 205 of FIG. As shown in FIG. 10, the scheduled workman status information 205 includes status information indicating the current status of the scheduled workperson 2. Specifically, the ID “AAAAA” of the scheduled worker 2 who owns the first portable terminal 20, the portable terminal information “aaa1” of the first portable terminal 20, the home location information “aaa2” of the scheduled worker 2; Work location information (specifically, call center 90) “aaa3”, work commute time “Ta1” from home to work for the planned workforce 2 and skills held as a call center operator for the planned workforce 2 “3” (5-level evaluation of 1 to 5), wake-up time when taking a nap “ta2” (set to “-” when not taking a nap), and whether or not to go to office “×” (“○” or “×” ”Is included). Among these data, for example, ID and possession skills are supplied from the server 10. Other data can be input by the work schedule staff 2 through the operation unit (not shown) of the first portable terminal 20. In particular, it is necessary to update the waking time indicating the nap information and the data on whether or not to go to work by the scheduled work person 2 as appropriate.

  FIG. 11 is an example of the substitute personnel status information 305 of FIG. The substitute personnel status information 305 is configured by data of the same items as the above-mentioned scheduled work status information 205, and thus description thereof is omitted. The scheduled work staff status information 205 and the substitute staff status information 305 shown in FIGS. 10 to 11 are examples, and various information representing the current status information of the scheduled work staff 2 and the substitute staff 3 can be included, respectively.

  Next, FIG. 12A is an example of the personnel state information table 107 of FIG. As shown in FIG. 12 (A), the staff status information table 107 is a substitute for the scheduled work staff status information 205 of the scheduled work staff 2 (ID: AAAAA) and a plurality of substitute staff 3b to e (ID: BBBBB to EEEEEE). The server 10 acquires and integrates the personnel state information 305 from each mobile terminal (the first mobile terminal 20 and the second mobile terminals 30b to 30e). The attendance request processing unit 110b and the priority setting unit 112 of the server control unit 102 of the server 10 refer to the staff status information table 107 to easily grasp the status information of the scheduled work staff 2 and the plurality of alternative staff 3b to e. can do.

  Next, the operation of the second embodiment will be described in detail with reference to FIGS. FIG. 13 is a flowchart showing the operation of the work management system 1 according to the second embodiment. In FIG. 13, the description of the same steps as in FIG. 6 is omitted.

  First, the processing of the first mobile terminal 20 will be described with reference to FIG. When the first portable terminal 20 transmits the current position information in response to a request from the server 10, the first portable terminal 20 transmits the scheduled workman status information 205 (S210). Steps S221 to 223 are the same as steps S201 to 203 in FIG.

  Next, the processing of the second portable terminals 30b to 30e will be described with reference to FIG. When the second portable terminals 30b to 30e transmit the current position information in response to a request from the server 10, the second portable terminals 30b to 30e transmit the substitute personnel state information 305 (S320). Steps S321 to S323 are the same as Steps S301 to S303 in FIG.

  Next, the processing of the server 10 in FIG. 13 will be described focusing on differences from FIG. In step S121, the server 10 acquires the scheduled work status information 205 from the first portable terminal 20, and updates the work status information table 107 accordingly (S121). Moreover, the server 10 acquires the work schedule personnel state information 305 from each of the second portable terminals 30, and updates the personnel state information table 107 accordingly (S122).

  In FIG. 13, step S123 is newly added to FIG. In step S123, the row of the scheduled work staff 2 (ID: AAAAA) in the staff status information table 107 is searched, and the availability of the office is read. Since the availability of ID: AAAAA is “x”, the server 10 determines that the scheduled work person 2 cannot go to work (determines NO in S123) and does not make a work request to the scheduled work person 2 To do. As a result, it is possible to reduce the time required for a wasteful attendance request for the work-scheduled personnel 2, so that a series of processes can be speeded up.

  Next, in step S127 of FIG. 13, the priority order setting unit 112 of the server 10 sets the priority orders of the plurality of substitute personnel 3b to 3e. This is a process performed in place of step S106 in FIG. 6, and details thereof are shown in FIG. In FIG. 14, the personnel state information table 107 is read (S1270). Subsequently, priority setting information (109 in FIG. 12B) is read (S1271). Then, based on the read personnel state information table 107 and priority setting information 109, priorities of a plurality of alternative personnel 3b to 3e are set (S1272).

  A specific example of the process in step S1272 will be described below. First, as shown in FIG. 12B, when the priority setting information 109 is set to “time priority”, priorities are set in the order of shorter commuting time among a plurality of substitute personnel. In the case of an emergency, if you want to call a substitute worker as soon as possible, the “time priority” setting is suitable. It should be noted that those who are allowed to go to work as “x”, such as alternative personnel 3e (ID: EEEEEE), are removed from the candidate list in advance. Compare the commuting time of 3 substitutes (ID is BBBBB, CCCCC, DDDDD) among 4 substitutes who are allowed to go to work. For example, if Tc1 <Tb1 <Td1, A candidate list arranged in the order of 3c (ID: CCCCC), 3b (ID: BBBBB), and 3d (ID: DDDDD) from the higher one is output.

  Here, in addition to “time priority”, for example, “held skill priority” and “nap priority” can be set as the priority setting information 109. In the case of “holding skill priority”, the priority of substitute personnel having a high value of possession skill is set high, and it is possible to assign a substitute worker having as high a possession skill as possible. In the case of “nap priority”, the priority of the substitute personnel who are not taking a nap (that is, “−”) is set high with reference to the item “wake-up time”, On the other hand, it is possible to avoid calling as much as possible.

  Returning to FIG. 14, the candidate list prioritized in this way is output (S1273).

  Next, returning to FIG. When the candidate list prioritized in step S127 is output, the following processes in steps S128 to 131 are performed in order from the substitute member with the highest priority in the candidate list. Steps S128 to 131 are the same as steps S107 to 110 in FIG. If NO is determined in step S131, that is, if there is no substitute person that is determined to have gone to the call center 90 in the candidate list, the alarm processing unit 114 of the server 10 is placed in the call center 90. A predetermined alarm is issued (S132). The manager of the call center 90 listens to the warning and examines the response of work from the work shift time (2012/8/12 8:00).

  As described above, according to the work management system according to the second embodiment, in addition to the effects of the first embodiment, the attendance request process is performed based on the status information of each person. The effect of being able to speed up assignment of work is obtained. In addition, when selecting a substitute worker, the optimum substitute worker can be assigned by selecting the priority setting information 109 according to the degree of urgency, the nap status of the substitute personnel, or the required possessed skill. The effect that it can be made is obtained.

   In addition, each process (S100-111 of FIG. 6, FIG. 13) which the attendance request process part (110a or 110b), the priority order setting part 112, and the alarm process part 114 of the server control part 102 of the server 10 in each embodiment perform. Are stored as a program in the storage unit 104, and are called and executed by a computer provided in the server control unit 102. The program can be downloaded via a network or updated using a storage medium storing the program.

  The present invention can be applied to all work management systems for assigning personnel. In each embodiment, the work management system in the call center is disclosed. However, the present invention can be applied to a staff dispatch management system that dispatches staff in response to a request from a customer.

  Note that, within the scope of the entire disclosure (including claims and drawings) of the present invention, the embodiments can be changed and adjusted based on the basic technical concept. Various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment, each element of each drawing, etc.) are possible within the scope of the claims of the present invention. . That is, the present invention naturally includes various variations and modifications that could be made by those skilled in the art according to the entire disclosure including the claims and the drawings, and the technical idea. In particular, with respect to the numerical ranges described in this document, any numerical value or small range included in the range should be construed as being specifically described even if there is no specific description.

1: Work management system 2: Work-scheduled personnel 3, 3b to e: Alternative personnel 10: Server (server device)
20: Mobile terminal (first mobile terminal)
30, 30b to e: mobile terminal (second mobile terminal)
90: Call center 100: Network 101: Clock unit 102: Server control unit 103: Database unit 104: Storage unit 105: Communication unit 106: Work schedule table 107: Personnel status information table 109: Priority setting information 110a, 110b: Attendance request processing Unit 112: Priority order setting unit 114: Alarm processing unit 201: GPS unit (first position information acquisition means)
301, 301b to e: GPS unit (second position information acquisition means)
202, 302: Mobile terminal control unit 203, 303: Wireless communication unit 204, 304: Storage unit 205: Scheduled workforce status information 305: Replacement personnel status information

Claims (10)

A first portable terminal having a first location information acquisition means held by a scheduled employee who is scheduled to work;
A second mobile terminal that is held by one or a plurality of alternative personnel other than the scheduled personnel;
A server device that manages the predetermined work of the work-scheduled personnel and a work place of the work ;
The server device transmits a work attendance request to the first mobile terminal, and the first mobile terminal of the first mobile terminal detected by the first location information acquisition unit of the first mobile terminal after the attendance request is transmitted . get the first position information, after acquiring the first position information, after a predetermined time to obtain a second location information of the first mobile terminal, the acquired first mobile terminal first Comparing the position information of 1, the second position information, and the work location, and determining whether the work-scheduled personnel are moving toward the work location ;
When the server device determines that the scheduled work person has not moved toward the work place, the server device sequentially transmits a work request to the second portable terminal held by each of the substitute personnel, and The work management system characterized by repeating the sequential transmission of the attendance requests until the substitute personnel moving toward the ground come out . The first portable terminal has work schedule worker status information indicating a current status of the work schedule personnel;
The server device obtains work schedule personnel status information possessed by the first mobile terminal, and determines whether or not the work schedule personnel can perform the predetermined work based on the work schedule personnel status information. The work management system according to claim 1, wherein: The second portable terminal has second position information acquisition means,
Get the third position information of the said of said second mobile terminal after transmitting the attendance request to the second mobile terminal a second position information obtaining means detects a second mobile terminal, the third After acquiring the position information, after a predetermined time has elapsed, the fourth position information of the second mobile terminal is acquired, the acquired third position information of the second mobile terminal, and the fourth position information the position information, comparing the work location, wherein to determine dolphin whether each said alternate personnel moves toward the work location by the substitute personnel is moving toward the work location is The work management system according to claim 1, wherein the attendance request is sequentially transmitted until it comes out. The first portable terminal has work schedule worker status information indicating a current status of the work schedule personnel;
Each of the second mobile terminals has alternative personnel status information indicating the current status of the corresponding alternative personnel,
The server device acquires the scheduled workman status information possessed by the first mobile terminal and the substitute personnel status information possessed by each of the second mobile terminals, generates a staff status information table, and 4. The work management system according to claim 3, wherein it is determined whether or not the scheduled work person and each of the substitute work persons can perform the predetermined work based on a state information table.   The work management system according to claim 4, wherein the work-scheduled staff state information and the substitute staff state information include office availability information.   The work management system according to claim 4 or 5, wherein the scheduled work status information and the alternative work status information include nap information. The server device includes a priority setting unit that sets the priority of the substitute personnel with reference to the personnel status information table,
The server device sequentially transmits the attendance request to the second portable terminal corresponding to each of the substitute personnel in descending order of priority set by the priority setting unit, and determines that the server is ready for the predetermined work. The work management system according to any one of claims 4 to 6, wherein the attendance request is sequentially transmitted until the substitute person to be sent comes out.   The work management system according to claim 7, wherein the server device issues a predetermined alarm when the substitute person who is determined to have headed for the predetermined work does not appear. A server device for managing the predetermined work of the scheduled work person scheduled for the predetermined work and the work place of the work ;
Sends attendance request to the first mobile terminal the work schedule personnel to hold the acquired first position information before Symbol first mobile terminal after the attendance request transmitted, said first position information After the acquisition, after the elapse of a predetermined time, the second position information of the first mobile terminal is acquired, and the acquired first position information of the first mobile terminal , the second position information, Compare with the work location , determine whether the work-scheduled personnel are moving toward the work location ,
When it is determined that the scheduled work person has not moved toward the work place, one or a plurality of substitute personnel other than the scheduled work person respectively send attendance requests to the second mobile terminals respectively held, The server device , wherein the attendance request is sequentially transmitted until the substitute personnel moving toward the work location come out . A work management method for managing the predetermined work of the scheduled work person scheduled for the predetermined work and the place of work of the work ,
Transmitting an attendance request to a first mobile terminal held by the scheduled work person;
Obtaining first location information of the first mobile terminal after transmitting the attendance request;
Acquiring the second position information of the first portable terminal after a predetermined time has elapsed after acquiring the first position information;
The acquired first location information of the first mobile terminal , the second location information, and the work location are compared, and whether or not the scheduled work person is moving toward the work location . Determining
When it is determined that the scheduled work person has not moved toward the work place, the attendance request is sequentially transmitted to the second portable terminal held by one or a plurality of substitute personnel other than the scheduled work person. Repetitively transmitting the attendance request until the substitute personnel moving toward the work location come out;
The work management method characterized by including.

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