JP7117940B2 - Management device, management method and management program - Google Patents

Description

The present invention relates to a management device, management method and management program.

Conventionally, a CRM (Customer Relationship Management) tool for managing customer information is known. The main purpose of such CRM tools is to increase profits, and many of them have the main purpose of managing sales contacts with customers in sales activities.

JP 2004-348489 A

However, in the conventional method, since the emphasis is placed on managing business contacts with customers, there is a problem that it may not be possible to efficiently manage the impact on customers due to service failures. For example, for a user with a large transaction scale, when a problem occurs, it is conceivable that a specialized person in charge will enter and grasp the response history each time, but for a customer with a relatively small transaction scale, However, it was difficult from the viewpoint of cost effectiveness to adopt such a system. In addition, although such relationships with customers are accumulated as the knowledge and experience of sales personnel, past knowledge may not be fully utilized due to the transfer or retirement of sales personnel.

On the other hand, failure information is generally managed by linking it to an operating object such as a service or equipment, and is not managed in relation to a customer. For this reason, for example, in an emergency situation when a failure occurs, there is a problem that the sales representative cannot provide the information necessary for quick customer response regarding the relationship between the user and the service, and the relationship with the customer is shallow. There was a problem that it took time and effort for the salesperson to understand the relationship with the customer.

In order to solve the above-described problems and achieve the object, the management device of the present invention includes an acquisition unit that acquires user information about a user to be traded and failure information about a failure of a service provided to the user; a calculation unit that calculates, for each user, an impact level indicating the degree of impact of service failure based on the user information and the failure information acquired by the unit; and an output unit for outputting screen information showing a failure history for each user based on the above.

A management method of the present invention is a management method executed by a management device, comprising: an obtaining step of obtaining user information about a user to be traded and failure information about a failure of a service provided to the user; a calculation step of calculating, for each user, an impact level indicating the degree of impact of the failure of the service based on the user information and the failure information acquired by the step; and an output step of outputting information on a screen showing the failure history for each user based on the information.

Further, the management program of the present invention comprises an acquisition step of acquiring user information about a user to be traded, failure information about a failure of a service provided to the user, and the user information and the failure information obtained by the obtaining step. a calculation step of calculating, for each user, the degree of influence of service failure, which indicates the degree of influence of the failure of the service, based on the calculation step; and an output step of outputting information.

ADVANTAGE OF THE INVENTION According to this invention, it is effective in the ability to manage the influence which it had on the customer by failure of the provided service efficiently.

FIG. 1 is a block diagram showing a configuration example of a management system according to the first embodiment. FIG. 2 is a block diagram illustrating a configuration example of a management device according to the first embodiment; FIG. 3 is a diagram illustrating an example of data stored in a user information storage unit; FIG. 4 is a diagram illustrating an example of data stored in a failure information storage unit; FIG. 5 is a diagram showing an example of a screen displayed on the terminal device. FIG. 6 is a diagram showing an example of a screen displayed on the terminal device. 7 is a flowchart illustrating an example of the flow of processing in the management device according to the first embodiment; FIG. FIG. 8 is a diagram showing a computer that executes a management program.

Embodiments of a management device, a management method, and a management program according to the present application will be described below in detail with reference to the drawings. Note that the management device, management method, and management program according to the present application are not limited by this embodiment.

[First embodiment]
In the following embodiments, the configuration of the management system 100, the configuration of the management device 10, and the processing flow of the management device 10 according to the first embodiment will be described in order, and finally the effects of the first embodiment will be described. .

[Management system configuration]
FIG. 1 is a block diagram showing a configuration example of a management system according to the first embodiment. A management system 100 according to the first embodiment has a management device 10 and a terminal device 20 , and the management device 10 and the terminal device 20 are connected to each other via a network 30 . Note that the configuration shown in FIG. 1 is merely an example, and the specific configuration and the number of each device are not particularly limited.

The management device 10 includes a user information storage unit 13a that stores user information about users to be traded (hereinafter also referred to as "customers"), and a failure information storage that stores failure information about failures of services provided to the users. and a portion 13b. In the example of FIG. 1, the management device 10 has the user information storage unit 13a and the failure information storage unit 13b. The failure information storage unit 13 b may be provided outside the management device 10 .

Based on the user information and the failure information, the management device 10 calculates, for each user, the degree of impact indicating the degree of impact due to the failure of the service, and based on the calculated degree of impact for each user, indicates the failure history for each user. Information on the screen is output to the terminal device 20 . As a result, the management device 10 can efficiently manage the impact on the customer due to the failure of the provided service, and can visualize the degree of impact of the failure for each user in detail.

The terminal device 20 is a device such as a PC (Personal Computer) or a smartphone, and is used by, for example, a sales representative of a company that provides network services. The terminal device 20 transmits a request to display a screen showing the failure history for each customer to the management device 10, and displays the screen showing the failure history for each customer.

[Management device configuration]
Next, the configuration of the management device 10 will be described using FIG. FIG. 2 is a block diagram illustrating a configuration example of a management device according to the first embodiment; As shown in FIG. 2 , this management device 10 has a communication processing section 11 , a control section 12 and a storage section 13 . Processing of each unit of the management device 10 will be described below.

The communication processing unit 11 controls communication regarding various information. For example, the communication processing unit 11 receives a screen display request from the terminal device 20 and transmits display screen data to the terminal device 20 .

The storage unit 13 stores data and programs necessary for various processes by the control unit 12, and includes a user information storage unit 13a and a failure information storage unit 13b, which are particularly closely related to the present invention. For example, the storage unit 13 is a semiconductor memory device such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk.

The user information storage unit 13a stores user information related to a transaction target user. For example, as illustrated in FIG. 3, the user information storage unit 13a stores a "user ID" that uniquely identifies a user, a "customer name" that indicates the user's name, and a "provided service name" that uniquely identifies a provided service. ID", "transaction amount" indicating the transaction amount with the customer, "business content" indicating the content of the customer's business using the provided service, and "leader" indicating the name of the team leader in charge of the customer, The "person in charge" indicating the name of the person in charge of the customer and the "progress of negotiations" indicating the progress of ongoing negotiations are stored in association with each other. FIG. 3 is a diagram illustrating an example of data stored in a user information storage unit;

The failure information storage unit 13b stores failure information relating to failures of services provided to users. For example, the failure information storage unit 13b stores a “service ID” that uniquely identifies the service, a “failure occurrence date and time” that indicates the date and time when the failure occurred, and a “damage ID” that indicates the time from the occurrence of the failure until recovery. "failure time" and "affected user ID" indicating the user ID of the user affected by the service failure are stored in association with each other. FIG. 4 is a diagram illustrating an example of data stored in a failure information storage unit;

The control unit 12 has an internal memory for storing programs defining various processing procedures and required data, and executes various processing using these. It has an acquisition unit 12a, a calculation unit 12b, and an output unit 12c. Here, the control unit 12 is an electronic circuit such as a CPU (Central Processing Unit) or MPU (Micro Processing Unit) or an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array).

The acquisition unit 12a acquires user information about a user to be traded and failure information about a failure of a service provided to the user. Specifically, when receiving from the terminal device 20 a request to display a screen showing the failure history for each customer, the acquisition unit 12a acquires the user information and the failure information from the user information storage unit 13a and the failure information storage unit 13b. get.

For example, the acquisition unit 12a acquires the number of service failures and the failure time as the failure information. In addition, the acquiring unit 12a acquires, as user information, any one or more of the amount of transactions with the user, the progress of ongoing business negotiations with the user, and the business contents that the user conducts using the service. get.

Based on the user information and the failure information acquired by the acquisition unit 12a, the calculation unit 12b calculates, for each user, the degree of impact indicating the degree of impact of the service failure. Note that the calculation unit 12b may calculate the degree of influence not only for each user, but also for each service provided by each user.

For example, the calculation unit 12b aggregates the number of failures and the total failure time for each user in a predetermined period for each service, and uses the number of failures and the total failure time to calculate the degree of impact. Here, the predetermined period may be a period specified by a user operation, or may be a period specified in advance. Any method may be used to calculate the degree of impact. shall be calculated so that

Further, the calculation unit 12b calculates the degree of influence for each user according to one or more of the transaction amount, the progress of negotiations, and the business content. For example, the calculation unit 12b may calculate such that the greater the transaction amount, the greater the degree of influence. Further, the calculation unit 12b may add a predetermined value to the degree of influence when the progress of the ongoing negotiation is above a certain level. Further, the calculation unit 12b may add a predetermined value to the degree of influence when the business content is a specific content such as a B2C (Business to consumer) business.

Further, the calculation unit 12b may add a predetermined value to the degree of influence for a user who has had a similar failure again. For example, the calculation unit 12b evaluates the failed service and the content of the failure, and adds a predetermined value to the degree of impact when determining that the failure is similar to a failure that has affected the user in the past.

The output unit 12c outputs, to the terminal device 20, screen information showing the failure history for each user based on the degree of influence for each user calculated by the calculation unit 12b. Specifically, the output unit 12c uses the degree of influence for each user calculated by the calculation unit 12b to generate a screen that displays failure status and statistical information about the failure, and sends the information on the screen to the terminal device 20. output to For example, the output unit 12c outputs the information of the screen displaying the failure history to the terminal device 20 in descending order of the degree of influence calculated by the calculation unit 12b. Further, the output unit 12c may output an alert along with the screen display when there is a user whose degree of influence calculated by the calculation unit 12b exceeds a predetermined threshold.

Here, examples of screens displayed on the terminal device 20 will be described using the examples of FIGS. 5 and 6. FIG. 5 and 6 are diagrams showing examples of screens displayed on the terminal device. As illustrated in FIG. 5, on the left side of the screen, the terminal device 20 displays a "person in charge", a "leader" and a "person in charge" who are in charge of the customer, a "customer name", a "service", a department in charge of the service. A pull-down and a text box are displayed for specifying the "main service manager", which is the period of occurrence of the failure, and the "date of failure occurrence". Here, when a person in charge or a customer name is designated, a failure history based on information narrowed down to the designated conditions is displayed.

In addition, the terminal device 20 displays failure histories from the top in descending order of customer influence. In the example of FIG. 5, in the central part of the screen, the customer names "A company", "B company", "C company" . . Specifically, the terminal device 20 displays "leader", "person in charge" and "number of failures" corresponding to the "customer name".

Also, on the right side of the screen of the terminal device 20, graphics with different colors and shapes are arranged in chronological order so that the occurrence of failure, recovery time, and degree of impact can be understood for each service. For example, in the example of FIG. 5, figures are displayed in different colors depending on whether the restoration time is "less than 1 hour", "less than 4 hours", or "4 hours or longer". In addition, in the example of FIG. 5, a large figure is displayed for a service whose degree of influence is equal to or greater than a predetermined threshold.

Also, the terminal device 20 may display statistical information about the failure, as illustrated in FIG. In the example of FIG. 6, the terminal device 20 has a pull-down menu in the upper part of the screen where "date of failure", "customer name", "responsible person", "leader", "person in charge" and "service" can be specified. or a text box is displayed. Here, when the name of the person in charge or the customer is designated, statistical information regarding the failure based on the information narrowed down to the designated conditions is displayed.

In addition, as illustrated in FIG. 6, the terminal device 20 displays the "number of failures by main pipe". As a result, in a company that provides services, it is possible to ascertain which department has the most failures in the service under its control. In addition, the terminal device 20 displays the number of failures, which is a statistical value, for each service with bar flags, and also displays a "failure list" in which the dates and times of failures and service names are described.

Furthermore, as illustrated in FIG. 6, the terminal device 20 displays the number of failures for each user on the right side of the screen. In the example of FIG. 6 , the terminal device 20 displays a bar graph showing the number of failures along with the “customer name”, “leader”, “person in charge”, transaction amount in fiscal year 2017 in descending order of the number of failures.

As described above, the management device 10 aggregates failure information centered on users and displays the impact of each user on the screen. It is possible to easily grasp the customers who have been highly annoyed by the system, and to flexibly use sales talk according to the degree of influence, contributing to the improvement of customer satisfaction.

[Processing procedure of management device]
Next, an example of a processing procedure by the management device 10 according to the first embodiment will be described using FIG. 7 is a flowchart illustrating an example of the flow of processing in the management device according to the first embodiment; FIG.

As illustrated in FIG. 7, when the acquisition unit 12a of the management device 10 receives a request from the terminal device 20 to display a screen showing the failure history for each customer (step S101), the user information storage unit 13a and the failure history User information and failure information are acquired from the information storage unit 13b (step S102).

Then, the calculation unit 12b calculates the degree of influence of each user based on the user information and the failure information (step S103). Subsequently, the output unit 12c generates a display screen using the degree of influence for each user calculated by the calculation unit 12b (step S104), and outputs information on the display screen to the terminal device 20 (step S105).

(Effect of the first embodiment)
The management device 10 according to the first embodiment calculates, for each user, an impact level indicating the degree of impact of service failure based on the user information and the failure information, and based on the calculated impact level for each user, The screen information indicating the failure history for each user is output to the terminal device 20 . As a result, the management device 10 can efficiently manage the impact on the customer due to the failure of the provided service. In other words, the management device 10 manages and visualizes the failure history, which was not considered important in the conventional CRM tool, and the accompanying influence on the user based on the user.

As a result, the management device 10 according to the first embodiment aggregates failure information centered on users and displays the impact of each user on the screen, thereby visualizing the degree of detailed impact of failures on each user. is possible. For example, sales staff can easily identify customers with a high degree of influence, and can flexibly use different sales talks according to the degree of influence, which can contribute to improving customer satisfaction. .

(system configuration, etc.)
Also, each component of each device illustrated is functionally conceptual, and does not necessarily need to be physically configured as illustrated. In other words, the specific form of distribution/integration of each device is not limited to the one shown in the figure, and all or part of them can be functionally or physically distributed/integrated in arbitrary units according to various loads and usage conditions. Can be integrated and configured. Further, each processing function performed by each device may be implemented in whole or in part by a CPU and a program analyzed and executed by the CPU, or implemented as hardware based on wired logic.

In addition, among the processes described in the present embodiment, all or part of the processes described as being performed automatically can be performed manually, or the processes described as being performed manually can be performed manually. can also be performed automatically by known methods. In addition, information including processing procedures, control procedures, specific names, and various data and parameters shown in the above documents and drawings can be arbitrarily changed unless otherwise specified.

(program)
It is also possible to create a program in which the processing executed by the management apparatus described in the above embodiments is written in a computer-executable language. For example, it is possible to create a management program in which the processing executed by the management device 10 according to the embodiment is described in a computer-executable language. In this case, the same effects as those of the above embodiment can be obtained by executing the management program by the computer. Further, such a management program may be recorded in a computer-readable recording medium, and the management program recorded in this recording medium may be read and executed by a computer to realize processing similar to that of the above embodiment.

FIG. 8 is a diagram showing a computer that executes a management program. As illustrated in FIG. 8, computer 1000 includes, for example, memory 1010, CPU 1020, hard disk drive interface 1030, disk drive interface 1040, serial port interface 1050, video adapter 1060, and network interface 1070. , and these units are connected by a bus 1080 .

The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM 1012 as illustrated in FIG. The ROM 1011 stores a boot program such as BIOS (Basic Input Output System). Hard disk drive interface 1030 is connected to hard disk drive 1090 as illustrated in FIG. Disk drive interface 1040 is connected to disk drive 1100 as illustrated in FIG. A removable storage medium such as a magnetic disk or optical disk is inserted into the disk drive 1100 . The serial port interface 1050 is connected to, for example, a mouse 1110 and a keyboard 1120 as illustrated in FIG. Video adapter 1060 is connected to display 1130, for example, as illustrated in FIG.

Here, as illustrated in FIG. 8, the hard disk drive 1090 stores an OS 1091, application programs 1092, program modules 1093, and program data 1094, for example. That is, the management program described above is stored, for example, in the hard disk drive 1090 as a program module in which instructions to be executed by the computer 1000 are described.

Various data described in the above embodiments are stored as program data in the memory 1010 or the hard disk drive 1090, for example. Then, the CPU 1020 reads the program modules 1093 and program data 1094 stored in the memory 1010 and the hard disk drive 1090 to the RAM 1012 as necessary, and executes various processing procedures.

Note that the program module 1093 and program data 1094 related to the management program are not limited to being stored in the hard disk drive 1090. For example, they may be stored in a removable storage medium and read by the CPU 1020 via a disk drive or the like. good. Alternatively, the program module 1093 and program data 1094 related to the management program are stored in another computer connected via a network (LAN (Local Area Network), WAN (Wide Area Network), etc.), and are stored via the network interface 1070. may be read by the CPU 1020 at the same time.

The above-described embodiments and modifications thereof are included in the scope of the invention described in the claims and their equivalents, as well as in the technology disclosed in the present application.

REFERENCE SIGNS LIST 10 management device 11 communication processing unit 12 control unit 12a acquisition unit 12b calculation unit 12c output unit 13 storage unit 13a user information storage unit 13b failure information storage unit 20 terminal device 30 network 100 management system

Claims (6)

an acquisition unit that acquires user information about a transaction target user and failure information about a failure of a service provided to the user;
a calculation unit that calculates, for each user, an impact level indicating a degree of impact due to a service failure based on the user information and the failure information acquired by the acquisition unit;
an output unit that outputs screen information showing a failure history for each user based on the degree of influence for each user calculated by the calculation unit ;
The acquisition unit acquires the number of failures and the failure time of the service as the failure information,
The calculation unit aggregates the number of failures and the total failure time for each user in a predetermined period for each service, calculates the degree of impact using the number of failures and the total failure time, A management device characterized by adding a predetermined value to the degree of influence calculated for the user when the same failure has occurred in the past for the user . The acquisition unit obtains, as the user information, any one of a transaction amount with the user, a progress status of an ongoing business negotiation with the user, and a business content performed by the user using the service. or get multiple,
2. The calculation unit according to claim 1, wherein the calculation unit calculates the degree of influence for each user according to one or more of the transaction amount, the progress of the negotiation, and the business content. management device. 2. The management apparatus according to claim 1, wherein the output unit outputs the information of the screen displaying the failure history in descending order of influence degree calculated by the calculation unit. 2. The management according to claim 1, wherein the output unit further outputs an alert together with the display of the screen when there is a user whose degree of influence calculated by the calculation unit exceeds a predetermined threshold. Device. A management method executed by a management device,
an acquisition step of acquiring user information about a user to be traded and failure information about a failure of a service provided to the user;
a calculation step of calculating, for each user, an impact level indicating the degree of impact of a service failure based on the user information and the failure information acquired by the acquisition step;
an output step of outputting information on a screen showing a failure history for each user based on the degree of influence for each user calculated in the calculation step ;
the acquiring step acquires the number of failures and the failure time of the service as the failure information;
In the calculating step, for each user, the number of failures and the total failure time in a predetermined period are aggregated for each service, the number of failures and the total failure time are used to calculate the degree of impact, and furthermore, the same user A management method characterized by adding a predetermined value to the degree of influence calculated for the user when the same failure has occurred in the past . an acquisition step of acquiring user information about a user to be traded and failure information about a failure of a service provided to the user;
a calculation step of calculating, for each user, an impact level indicating the degree of impact of a service failure based on the user information and the failure information acquired by the acquisition step;
causing a computer to execute an output step of outputting screen information showing a failure history for each user based on the degree of influence for each user calculated in the calculating step ;
the acquiring step acquires the number of failures and the failure time of the service as the failure information;
In the calculation step, for each user, the number of failures and the total failure time in a predetermined period are aggregated for each service, the number of failures and the total failure time are used to calculate the degree of impact, A management program characterized by adding a predetermined value to the degree of impact calculated for the user when the same failure has occurred in the past for the user .

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