JP7124489B2 - Manual management device, manual management system and control program - Google Patents

Description

The present invention relates to a manual management device, a manual management system, and a control program.

In general, a work manual showing work procedures is created in the work process at a product production site and in the work process when performing maintenance or introduction of a product. A worker who performs the work for the first time learns the work procedure by referring to this work manual. The proficiency level of workers who refer to work manuals is not constant and varies.

Patent Document 1 discloses a help function control system for the purpose of providing help information in consideration of the skill level and frequency of use of each user in an information processing system such as a mobile terminal or a word processor. there is This help function control system interacts with the user through the display and input units, estimates the user's proficiency level based on the user's response, and provides help information according to the estimated proficiency level. is doing.

Japanese Patent Application Laid-Open No. 2001-117688

A work manual is generally created by a so-called expert who has a high degree of work proficiency, or is created under the supervision of this expert. Experts tend to create work manuals based on their own knowledge and proficiency, and for this reason tacit knowledge that they perform without being conscious of it may not be included in the work manual. Under such circumstances, for those with low proficiency, the work manual lacks the necessary information.

In Patent Document 1, the content of help information provided is changed according to the estimated proficiency level of the user, and improvement of the work manual is not considered at all.

SUMMARY OF THE INVENTION It is an object of the present invention to provide a manual management system for efficiently improving a work manual by extracting areas for improvement in the work manual.

The above objects of the present invention are achieved by the following means.

(1) a storage unit that stores one or more work manuals indicating work of work processes and user attribute information of the work manuals;
a reception unit that receives requests for improvement of the work manual from the user;
a classification unit that classifies the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request and associates the improvement request with the work manual;
a notification unit that notifies users on a notification destination list stored in the storage unit as notification destinations of the improvement request;
with
The classification unit associates the classified improvement request with the work process of the work manual,
The notification unit notifies when the number of improvement requests for the work manual stored in the storage unit or the integrated value of the number of cases multiplied by the weighting coefficient according to the classification reaches or exceeds a predetermined value. First, notifying the user of the notification destination list stored in the storage unit of the improvement request;
Manual management system.
(2) a storage unit that stores one or more work manuals indicating work of work processes and attribute information of users of the work manuals;
a reception unit that receives requests for improvement of the work manual from the user;
a classification unit that classifies the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request and associates the improvement request with the work manual;
with
The classification unit associates the classified improvement requests with the work process of the work manual, and the number of improvement requests for the work process, or an integrated value of the number multiplied by a weighting factor according to the classification. is equal to or greater than a predetermined value, the content of the improvement request is determined to be a request related to tacit knowledge, and a tag indicating tacit knowledge is attached to the improvement request.
(3) a storage unit that stores one or more work manuals indicating work of work processes and user attribute information of the work manuals;
a reception unit that receives requests for improvement of the work manual from the user;
a classification unit that classifies the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request and associates the improvement request with the work manual;
with
The manual management system, wherein the classification unit uses the attribute information to create a request category list indicating the number of improvement requests for each category for each of the work processes, and associates the created request category list with the work manual.

( 4 ) The classification unit extracts other work processes of the same work manual or work processes of other work manuals related to the work process of the improvement request received by the reception unit, and submits the improvement request. , the manual management system according to any one of the above ( 1 ) to (3), which is also associated with the work process of the extracted work manual.

( 5 ) The classification unit compares the content of the improvement request for the work process with the content of the other work process stored in the storage unit, and compares the content of the other work process that reflects the improvement request. The manual management system according to any one of the above ( 1 ) to (4), wherein the information indicating the other work process is associated with the improvement request when it is determined that there is the work process of (1).

( 6 ) The manual management system according to ( 2 ) or (3) , further comprising a notification unit that notifies users on a notification destination list stored in the storage unit of the improvement request as notification destinations.

( 7 ) The above-described ( 1 ) or (6) , wherein the notification unit notifies at least one of a creator of the work manual and an administrator of the work manual of the improvement request as the notification destination. Manual management system.

( 8 ) The manual management system according to ( 1 ) or ( 7 ) above, wherein the notification unit notifies the improvement request according to the category of the user who received the improvement request.

(9) further comprising a distribution unit that distributes the work manual in response to a user's request;
The manual management system according to ( 3 ) above, wherein the reception unit receives the improvement request from the user for the work manual distributed by the distribution unit.

(10) further comprising an editing unit that edits the work manual by accepting edits of the work manual from users included in the editor list stored in the storage unit;
When the number of improvement requests for the work process, or the integrated value of the number of cases multiplied by the weighting factor according to the classification, is a predetermined value or more, the editorial unit The manual management system according to (9) above, wherein display data for the work manual is created so that the edited part of the work manual for the work process is displayed in a different display mode so as to be distinguishable from other parts.

( 11 ) When the improvement request is not a request to add new work, the classification unit determines that the content of the improvement request is a request related to tacit knowledge, and adds a tag indicating the tacit knowledge. , the manual management system according to the above ( 1 ) or (3) , which is given to the improvement request.

( 12 ) a distribution unit that distributes the work manual in response to a user's request;
an editing unit that edits the work manual by accepting edits of the work manual from users included in an editor list stored in the storage unit;
The reception unit receives the improvement request for the work manual distributed by the distribution unit,
The editing unit displays the edited part of the work manual in a different display mode so as to be distinguishable from other parts in the work process associated with the improvement request to which the tag is attached. The manual management system according to ( 2 ) or ( 11 ) above, which creates manual display data.

( 13 ) a receiving unit that receives, from a user of the work manual, an improvement request regarding one or more work manuals indicating work of a work process stored in the storage unit;
a classification unit that acquires attribute information of the user who has received the improvement request, uses the attribute information to classify the improvement request into a plurality of categories, and stores the improvement request in association with the work manual;
a notification unit that notifies users on a notification destination list stored in the storage unit as notification destinations of the improvement request;
with
The classification unit associates the classified improvement request with the work process of the work manual,
When the number of improvement requests for the work manual stored in the storage unit or the integrated value of the number of cases multiplied by a weighting coefficient according to the classification reaches or exceeds a predetermined value, the notification unit Notifying users of the notification destination list stored in the storage unit of the improvement request as notification destinations;
Manual management device.
(14) a receiving unit that receives, from a user of the work manual, an improvement request regarding one or more work manuals indicating work of work processes stored in the storage unit;
a classification unit that acquires attribute information of the user who has received the improvement request, uses the attribute information to classify the improvement request into a plurality of categories, and stores the improvement request in association with the work manual;
with
The classification unit associates the classified improvement requests with the work process of the work manual, and the number of improvement requests for the work process, or an integrated value of the number multiplied by a weighting factor according to the classification. is equal to or greater than a predetermined value, the manual management device determines that the content of the improvement request is a request related to tacit knowledge, and adds a tag indicating tacit knowledge to the improvement request.
(15) a receiving unit that receives, from a user of the work manual, an improvement request regarding one or more work manuals indicating work of the work process stored in the storage unit;
a classification unit that acquires attribute information of the user who has received the improvement request, uses the attribute information to classify the improvement request into a plurality of categories, and stores the improvement request in association with the work manual;
with
The manual management device, wherein the classification unit uses the attribute information to create a request category list indicating the number of requests for improvement for each category for each of the work processes, and associates the created request category list with the work manual.

( 16 ) The manual management device according to (14) or (15) above , further comprising a notification unit that notifies users on a notification destination list stored in the storage unit of the improvement request as notification destinations.

( 17 ) A control program for controlling a manual management system comprising a storage unit for storing one or more work manuals indicating work in work processes and user attribute information,
a step (a) of receiving an improvement request regarding the work manual from the user;
a step (b) of classifying the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request, and storing the improvement request in association with the work manual;
including a step (c) of notifying the user of the notification destination list stored in the storage unit as the notification destination of the improvement request;
in the step (b), associating the classified improvement request with the work process of the work manual;
In the step (c), when the number of improvement requests for the work manual stored in the storage unit or the integrated value of the number of cases multiplied by the weighting factor according to the classification reaches or exceeds a predetermined value. , as a notification destination, notifying the user of the notification destination list stored in the storage unit of the improvement request;
A control program that causes a computer to perform processing.
(18) A control program for controlling a manual management system comprising a storage unit for storing one or more work manuals indicating work of work processes and user attribute information,
a step (a) of receiving an improvement request regarding the work manual from the user;
a step (b) of classifying the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request, and storing the improvement request in association with the work manual;
including
In the step (b), the classified improvement requests are associated with the work process of the work manual, and the number of the improvement requests for the work process, or the number of cases multiplied by a weighting factor according to the classification. determining that the content of the improvement request is a request related to tacit knowledge when the integrated value is equal to or greater than a predetermined value, and attaching a tag indicating the tacit knowledge to the improvement request;
A control program that causes a computer to perform processing.
(19) A control program for controlling a manual management system comprising a storage unit for storing one or more work manuals indicating work in a work process and user attribute information,
a step (a) of receiving an improvement request regarding the work manual from the user;
a step (b) of classifying the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request, and storing the improvement request in association with the work manual;
including
In the step (b), using the attribute information, a request category list indicating the number of improvement requests for each category for each of the work processes is created, and the created request category list is associated with the work manual;
A control program that causes a computer to perform processing.

( 20 ) The process further includes a step (c) of notifying users on the notification destination list stored in the storage unit as notification destinations of the improvement request, in ( 18 ) or (19) above . Control program as described.

According to the present invention, a request for improvement of a work manual is received from a user, classified into a plurality of categories using the user's attribute information, and stored in the storage unit in association with the work manual. When an editor of a work manual improves the work manual, he/she can grasp the relationship between the user's attribute information and the improvement request, and can improve the work manual appropriately and effectively.

1 is a diagram showing the overall configuration of a manual management system; FIG. 1 is a block diagram showing a schematic configuration of a manual management system; FIG. FIG. 4 is a diagram showing an example of a user list stored in a storage unit; FIG. It is a block diagram which shows schematic structure of a terminal device. 3 is a functional block diagram showing functions of the manual management device; FIG. FIG. 10 is a diagram showing a reception screen for receiving improvement requests for the distributed work manual; This is an example of an improvement request list. It is an example of a request classification list. It is a figure explaining the amount of information of an appropriate work manual according to a user attribute. FIG. 4 is a diagram showing an example of a notification destination list (editor list) stored in a storage unit; 6 is a flow chart showing a procedure of improvement processing for a work manual according to the first embodiment; It is an example of an association list of work manuals. It is a figure explaining the postscript process by step S107. FIG. 10 is a flowchart showing a procedure of editing processing performed after FIG. 9; FIG. FIG. 11 is a flow chart showing the procedure of a work manual improvement process according to the second embodiment; FIG. It is a figure which shows the improvement request list|wrist added.

Hereinafter, embodiments of the present invention will be described with reference to the attached drawings. In the description of the drawings, the same elements are denoted by the same reference numerals, and overlapping descriptions are omitted. Also, the dimensional ratios in the drawings are exaggerated for convenience of explanation, and may differ from the actual ratios.

(overall structure)
FIG. 1 is a diagram showing the overall configuration of a manual management system according to this embodiment.

As shown in FIG. 1 , the manual management system 1 includes a manual management device 10 and a storage unit 20 . These communicate with other devices such as terminal devices 30a and 30b and MFP (Multifunction Peripheral) 50 via a network 40 such as a LAN (Local Area Network), a telephone network, or a data communication network by wire or wireless. Connected as possible. The terminal devices 30a and 30b have the same configuration, and are collectively referred to as the terminal device 30 hereinafter. Network 40 may include repeaters, such as repeaters, bridges, routers, or cross-connects that relay communication signals.

(Manual management device 10)
FIG. 2 is a block diagram showing a schematic configuration of the manual management system 1. As shown in FIG. A manual management system 1 is composed of a manual management device 10 and a storage unit 20 . The manual management device 10 is a so-called server, and includes a control section 11 and a communication section 12, which are interconnected by a bus.

The control unit 11 includes a CPU (Central Processing Unit), RAM (Random Access Memory), ROM (Read Only Memory), and HDD (Hard Disk Drive). Each part is controlled and arithmetic processing is performed according to the program stored in the memory.

The communication unit 12 is an interface circuit (for example, a LAN card, etc.) for communicating with other devices via the network 40 .

(storage unit 20)
The storage unit 20 is composed of a semiconductor memory and/or a magnetic recording medium memory. The storage unit 20 functions as a database and stores various information such as a plurality of work manuals (work manuals 1 to n), a request management list for managing requests for the work manuals, a user list, and the like. The request management list includes an association list describing relationships between works and a request classification list. These will be described later. The manual management device 10 and the storage unit 20 may be arranged integrally in the same housing, or may be arranged separately. One or both of the manual management device 10 and the storage unit 20 may be provided in the same building, or may be provided in a remote location and connectable via a network. For example, the storage unit 20 may be a cloud server virtually constructed by a plurality of file servers arranged on a network such as the Internet.

Here, the "work manual" indicates the work procedure or action procedure such as assembly method, replacement method, operation method, introduction method, etc. regarding items and events such as devices, parts, facilities, etc., to teach and explain to users This manual aims to This work manual, which records the work procedure of the work process, may include not only text data and still images, but also moving images and voices. In this embodiment, the work manual is, for example, moving image data for explaining the work process of MFP maintenance work and installation work (including network settings, authentication settings, etc.) to service personnel. Audio data is also recorded together with this moving image data. The moving image data of this work manual is obtained by photographing an instructor (a worker with a "high" proficiency level, which will be described later) who performs maintenance work on the MFP using a video camera. Subtitles (captions) for explanation may be added to the video data of this work manual by editing the video data.

FIG. 3 is an example of a user list. The "user list" includes User ID, name, years of employment, years of continuation, number of experiences, qualifications, and proficiency (proficiency level). In the following, the number of years of employment, the number of continuous years, the number of times of experience, the qualifications held, and the proficiency level are also referred to as attribute information. UserID is a primary key, also called an employee number, which is a unique alphanumeric number assigned to each user. The number of years since joining the company indicates the number of years since joining the company. Years of experience is years of experience in a certain technical field. For example, it is the number of years of experience in the technical field related to the service of the MFP 50 . The number of times of experience is the number of times of experience regarding a certain work. For example, when the MFP has an electrophotographic image forming unit and maintenance parts related to the photoreceptor drum and fixing device are to be replaced, this is the number of replacement times. These are counted up for each service content and stored in the storage unit 20 each time maintenance and replacement service work is performed. Possessed qualifications are recorded when a person holds qualifications related to work. The example in FIG. 3 shows in-house qualifications for maintenance of the MFP 50 . The degree of proficiency is an index indicating the degree of proficiency regarding work, and is determined by considering at least one of years of employment, years of continuous service, number of experiences, and qualifications held. Proficiency may be divided into multiple levels (tiers). In the present embodiment, for example, there are three levels according to the number of years since joining the company, the level of proficiency is "low" for the third year or less, the level of proficiency is "medium" for the fourth to seventh years, and the proficiency level is for eight years or more. It is automatically categorized into a "high" level. Note that the threshold for this classification may be appropriately changed by the administrator. Also, the proficiency level of an individual user may be appropriately changed by the administrator in consideration of individual circumstances such as appropriateness.

(Terminal device 30)
FIG. 4 is a block diagram showing a schematic configuration of the terminal device 30. As shown in FIG. The terminal device 30 is a so-called PC (Personal Computer) and includes a control section 31 , a communication section 32 , a display section 33 and an input section 34 . Since the control unit 31 and the communication unit 32 are the same as the control unit 11 and the communication unit 12 described above, description thereof is omitted. The display unit 33 is, for example, a display made up of liquid crystal, and the input unit 34 is made up of a keyboard, a numeric keypad, a mouse, and the like. A user of the work manual refers to the work manual and inputs a request for improvement of the referred work manual through the terminal device 30 . Further, the editor (manager) of the work manual receives a notice of improvement request (improvement notice), and while referring to the content of the improvement request displayed on the display unit 33, such as a moving image, performs the work through the input unit 34. Editing work for manuals.

The user inputs the ID and password information from the terminal device 30, or scans the ID information on the ID card that the user possesses with a short-range wireless system reading unit (not shown) of the terminal device 30, and performs login authentication. process. The manual management apparatus 10 notifies the user who has logged in via the mail server of a request for improvement of the work manual by e-mail. Also, the logged-in user browses (distributes) or edits (updates) the work manual stored in the storage unit 20 according to his or her authority. These distribution and editing will be described later.

FIG. 5 is a functional block diagram showing functions of the manual management device 10. As shown in FIG. Control unit 11 of manual management apparatus 10 functions as distribution unit 111 , reception unit 112 , classification unit 113 , notification unit 114 , and editing unit 115 . Among these functions, the distribution unit 111 , the reception unit 112 , the notification unit 114 , and the editing unit 115 are functions realized by cooperating with the communication unit 12 .

(Distribution unit 111)
The distribution unit 111 distributes the work manual (video) stored in the storage unit 20 to the terminal device 30 or the like in response to a request from the logged-in user. A user selects a desired work manual from a plurality of work manuals stored in the storage unit 20 . This user is a technology recipient, and by browsing the work manual, learns the procedures such as the assembly method, the replacement method, the operation method, the introduction method, etc. taught and explained in the work manual. Also, this user is generally of "low" (or "medium") proficiency.

(Reception unit 112)
The receiving unit 112 receives requests for improvement from users for the distributed work manual. FIG. 6 is a diagram showing a reception screen 331 that is delivered to the display unit 33 of the terminal device 30 and receives improvement requests from the user for the displayed work manual.

The work manual shown in FIG. 1 explains the work process for replacing the developer in the toner developing device of the image forming unit of the MFP 50 . For example, work process 1 (title: developer removal) is a process for explaining the procedure for removing the toner developer from the main body of the apparatus, and work process 2 (title: developer discharge) discharges the old developer from the toner developer. It is a process explaining a procedure.

In the reception screen 331 of FIG. 6, the ID of the user who is browsing is displayed in column a11. An image (moving image) of the work manual being reproduced is displayed in the column a12. Column a13 displays a list map (timeline) showing an overview of the entire work manual, and this list map is arranged in chronological order over three stages, starting from the upper left of the top row to the lower right of the bottom row. , thumbnail images of representative work of each work process are listed. Column a14 shows the content of the image displayed in column a12. The example in the figure shows that the work 1 of the work process 2 of the work manual 1 is reproduced. The current playback position is also displayed by a vertical bar icon i11 in the list map in column a13. The user can reproduce (view) the work manual by operating the reproduction button.

The user can input an improvement request by operating the input button b1. Specifically, the improvement request input column a15 is activated, and the improvement request can be input by selecting and operating any thumbnail image icon corresponding to the work of the work process in the list map of the column a13. In the example shown in the figure, the user can input an improvement request for work 1 of work process 2 through the input unit 34 by selecting the icon i12 of the thumbnail image. This input may be text data input from a keyboard, or may be text data converted into text by recognizing voice. By operating the confirmation button b2 after the input, the input is confirmed.

(Classification unit 113)
The classification unit 113 accumulates the improvement requests received by the reception unit 112 through the reception screen 331 in the storage unit 20 and classifies them. 7A and 7B are examples of an improvement request list and a request category list, respectively, stored in the storage unit 20. FIG. The improvement request list in FIG. 7A includes request ID, User ID, proficiency level, work manual information, reception date and time, and improvement request regarding the received improvement request. This proficiency level is linked to UserID as described above (see FIG. 3). Request ID 0101 in FIG. 7A corresponds to FIG.

The classification unit 113 creates a "request category list" in FIG. 7B from the improvement request list in FIG. 7A. The "request classification list" is a list of improvement requests classified into a plurality of classifications using user attribute information for each work process of each work manual. In FIG. 7B, the classification is performed in units of work processes, but the classification may be performed in units of work processes.

In FIG. 7B, the number of requests for improvement is the total number of requests for each work manual or each work process. The number of deliveries is the number of times the work manual has been delivered at the request of the user. Note that the number of distributions may be the total number of times that one user browses multiple times, or the actual number of times that one user's multiple browsings are not counted.

FIG. 7C is a diagram for explaining the amount of information in an appropriate work manual according to user attributes. The horizontal axis is the proficiency level and the vertical axis is the amount of information/skills required to do the task. Vertical arrows indicate skills already mastered. The more years you have been with the company, the more skills you have learned. In order to make up for the lack of skills necessary to carry out the work, the information obtained from the work manual increases as the number of years in the company decreases. As shown in FIG. 7C, users who have been with the company for three years and whose proficiency level is "low" tend to prefer work manuals with a large amount of information. On the other hand, in many cases, a person with a "high" proficiency level who has been with the company for 9 years can understand even a small amount of information based on their previous experience and knowledge. In such a case, the amount of information requested by the third-year user is too much unnecessary information and feels redundant. Therefore, on the contrary, there is a tendency to prefer a smaller amount of information. Here, the amount of information is, for example, the number of pages, the number of text characters, and the number of figures in a text-based work manual (pdf, word file, etc.). In a video-based work manual, for example, it is the length of the video (playback time) and the number of characters of subtitles (caption). In this embodiment, because of such a situation, improvement requests are classified into a plurality of categories using the user's attribute information as shown in FIG. 7B described above.

Moreover, the classification unit 113 further determines whether or not the content of the improvement request is a request related to tacit knowledge. The "tacit knowledge" here is subjective knowledge that is not verbalized, that is, not described in the work manual. As a concept for this, there is "explicit knowledge". Explicit knowledge is verbalized, that is, objective knowledge described in a work manual. In this embodiment, as described below, when the classification unit 113 determines that tacit knowledge is not included, the edited part of the work process is regarded as important, and the display mode is to warn the user.

The classification unit 113 can determine whether or not the request is related to tacit knowledge as follows.
(1) If the number of improvement requests for each work process in the work manual is a predetermined value or more, for example, three or more, it is determined that the content of the improvement request is tacit knowledge (number).
(2) Alternatively, when the cumulative value of the number of cases multiplied by the weighting factor corresponding to the category is equal to or greater than a predetermined value, it is determined to be tacit knowledge. For example, the weighting coefficients of "high", "middle", and "low" proficiency levels are set to 3, 2, and 1, respectively, and multiplied by the weighting coefficients before summation. For example, in work process 4 of work manual 1 in FIG. 7B, the integrated value is 11 points (=3×1+2×2+1×4). For example, when the integrated value is 3 points or more, it is determined that the content of the request for improvement is tacit knowledge (weighted number of cases). In particular, since requests for improvement made by persons with a "high" proficiency level are often important, the higher the proficiency level, the larger the weighting coefficient.
(3) If the improvement request is not a request to add new work, the content of the improvement request is determined to be tacit knowledge. For example, in the task of tightening a screw in the work process, if there is a request for improvement in the insertion direction of the driver with respect to the position of the device or part, it is determined to be tacit knowledge (improvement request that does not involve the addition of new work).

The classification unit 113 determines that the improvement request is a request related to tacit knowledge when it is one of (1) the number of cases, (2) the number of weighted cases, and (3) an improvement request that does not involve the addition of new work. do. In this case, the classification unit 113 assigns a tag to the improvement request (request ID).

(Notification unit 114)
The notification unit 114 notifies the notification destination of the request category list classified by the classification unit 113 and the corresponding improvement request list. Notification destinations are listed for each work manual. FIG. 8 is a diagram showing an example of a notification destination list for a work manual (work manual 1) stored in the storage unit 20. As shown in FIG. This notification list includes the work manual manager (creator) or someone with a high proficiency level. Further, in this embodiment, this notification destination list is also used as an editor list. In other words, the users listed in this notification destination list are also editors who have editing authority for the work manual. This user (editor) is a technology provider, and teaches technology recipients procedures such as an assembly method, a replacement method, an operation method, an introduction method, etc. through a work manual. This user is generally of "high" proficiency.

The notification unit 114 notifies the e-mail address of the notification destination list that a request for improvement of the work manual has been received. Note that the timing of notification may be periodic, or may be performed in response to accumulation of requests exceeding a predetermined value as described later, or may be performed in response to a request from the user. may

(editing department 115)
The editing unit 115 accepts editing of the work manual stored in the storage unit 20 from the notified user (editor) through the terminal device 30 or the like, and updates the work manual with the received editing content. Also, in the case of editing for the work process associated with the above-mentioned tagged improvement request, work is performed to display this edited part in a different display mode so that it can be distinguished from other parts. Create data for manual display. For example, when an instruction is added to a work process associated with a tagged improvement request, display data is created so that the part is displayed in different colors.

(Improvement processing of work manual in the first embodiment)
(Accumulation processing of improvement requests)
FIG. 9 is a flow chart showing the procedure of work manual improvement processing executed by the manual management system 1 according to the first embodiment. In FIG. 9, an improvement request accumulation process is performed, and an improvement request list and a request classification list are created and updated.

(Step S101)
The control unit 11 (distribution unit 111) distributes a work manual in response to a request from a user through the terminal device 30 or the like.

(Step S102)
If the control unit 11 (receiving unit 112) receives a request for improvement of the work manual (YES), the process proceeds to step S103. The control unit 11 adds the received improvement request to the improvement request list (see FIG. 7A).

(Step S103)
The control unit 11 (classifying unit 113) receives an improvement request and classifies the improvement request from the attribute information of the user each time it is added to the improvement request list. Classification is performed according to the user's proficiency as described above, and the request category list (see FIG. 7B) is updated.

(Step S104)
The control unit 11 (classifying unit 113) further extracts other work processes related to the work process for which the improvement request has been received. For example, if there is a request for a certain work process, the work of this work process and other work processes including the same work are extracted. If there is a list of work contents of each work process, this extraction can be performed by matching the list. The work content list may be created from the instruction content (subtitles) of the work manual or the titles representing the content of the work process. In addition, the control unit 11 creates in advance an association list describing the relevance of each work process or the work of each work process according to the similarity of the instructions and titles included in the work list. Other work steps may be extracted from the list. Also, this association list may be created in advance by the user.

FIG. 10 is an example of an association list. The association list in FIG. 10A indicates that work process 1 of work manual 1 and work process 1 of work manual 2 are related, that is, that they include common work. The association list in FIG. 10B indicates that work process 4 of work manual 1, work process 3 of work manual 2, and work process 3 of work manual n are related.

(Step S105)
As a result of extracting in step S104, if there is another work process including the same or related work (YES), the process proceeds to step S107; otherwise (NO), the process proceeds to step S106. .

(Step S106)
The request for improvement of the work process received in step S102 is added to the request category list (see FIG. 7B).

(Step S107)
Here, as in step S106, the request for improvement of the work process received in step S102 is added to the request category list. In step S107, the same improvement request is added to the improvement request list in association with the other work processes extracted in step S104. In addition, add a request classification list. For example, when an improvement request for work process 2 of work manual 1 is received in step S102, it is also linked to work process 2 of work manual 2 using the association list of FIG. , the same improvement request is added to the improvement request list.

FIG. 11 is a diagram showing an added improvement request list. A request ID 0105 in the figure is an improvement request added by the process of step S107. Note that in the present embodiment, the improvement requests added in this way are not included in the request category list (FIG. 7B), but they may be included.

(Editing processing in response to requests for improvement)
FIG. 12 is a flow chart showing the procedure of work manual improvement processing executed by the manual management system 1 according to the first embodiment. FIG. 12 is performed after FIG. In the figure, the editing process of the work manual is performed by accepting the editing work performed by the user (editor) in response to the request for improvement.

(Step S121)
The control unit 11 (notification unit 114) determines whether or not it is notification timing. For example, as described above, it is determined that it is time to notify (YES) when requests for a work manual (hereinafter referred to as "work manual 1") accumulate a predetermined value or more.

(Step S122)
The control unit 11 acquires the notification destination list of the work manual 1 determined to be notified in step S121 from the storage unit 20 (see FIG. 8).

(Step S123)
The control unit 11 acquires the request category list of the work manual 1 from the storage unit. In addition, an improvement request list for work manual 1 is acquired. Then, the user to whom the notification is made is notified of these lists and urged to make improvements.

(Step S124)
If the control unit 11 (editing unit 116) accepts editing of the work manual from the notified user (editor) (YES), the process proceeds to step S125.

(Step S125)
The control unit 11 (classification unit 113) analyzes whether or not the improvement request for the work process edited in step S124 is a request related to tacit knowledge. As described above, if it is one of (1) the number of cases, (2) the number of weighted cases, or (3) an improvement request that does not involve the addition of new work, it is determined that the request is related to tacit knowledge. This judgment may be made at the time of receiving the improvement request, and the improvement request may be tagged as described above according to the judgment.

(Step S126)
If the control unit 11 (editing unit 115) determines from the analysis result in step S125 that the edited portion includes a portion that does not contain tacit knowledge (YES), the process proceeds to step S127. On the other hand, if it is determined that it is not included (NO), the process proceeds to step S128.

(Step S127)
For the display of work manuals so that edited parts for parts that do not contain tacit knowledge (edited parts for improvement requests with tags) are displayed in a different display mode so that they can be distinguished from other parts Create data. For example, display data is created by color-coding the portion.

(Step S128)
Control unit 11 updates the work manual in accordance with the editing work accepted in step S124 and in accordance with the process of step S127.

As described above, in the present embodiment, improvement requests regarding work manuals are received from users, classified into a plurality of categories using user attribute information, and stored in the storage unit 20 in association with the work manuals. By doing so, the editor (creator) of the work manual can grasp the relationship between the user's attribute information and the improvement request when improving the work manual. The manual can be improved. In general, it is difficult for users with a high level of skill, such as creators of work manuals, to understand what causes users with a lower level of skill to take time to understand the work manual. Under such circumstances, the creator of the work manual can improve the work manual so that even users with relatively low proficiency can easily understand it.

Further, in this embodiment, other work processes related to the work process of the received improvement request are extracted, and the improvement request is added to the improvement request list in the storage unit 20 in association with the work process of the extracted work manual. remembered. This makes it possible to encourage improvement of other work manuals that include similar improvement items.

(Second embodiment)
In the first embodiment, the work process for which the improvement request is received and other work processes including common work are extracted, and the improvement request is associated with the extracted work process. This is intended to simultaneously respond to improvement requests for other work manuals. On the other hand, in the second embodiment, consideration is given to the case where improvement requests are not reflected in other work manuals. That is, in the second embodiment described below, if there is a work manual that has already responded to similar requests for improvement, the information is notified to the editor so that the responses to the requests for improvement can be easily reflected. It is.

FIG. 13 is a flow chart showing the procedure of work manual improvement processing executed by the manual management system 1 according to the second embodiment. The processing procedure shown in FIG. 13 is executed following step S104 of FIG. 9 in the first embodiment. The configuration other than that shown in FIG. 13 is the same as that of the first embodiment, and the description thereof is omitted.

(Step S201)
As a result of extracting in step S104, if there is another work process including the same or related work (YES), the process proceeds to step S203, and if not (NO), the process proceeds to step S202. .

(Step S202)
A process similar to that of step S106 is performed. The control unit 11 adds the request for improvement of the work process received in step S102 to the request category list (see FIG. 7B).

(Step S203)
The control unit 11 (classifying unit 113) searches the contents of the work manual regarding the same or related work process extracted in step S201, and determines whether the contents of the improvement request are reflected in this work manual.

Here, the content of the improvement request and the instruction of the work process are compared. This comparison is performed, for example, by comparing the text data of the content of improvement with text data obtained by converting subtitles of instruction content included in the work manual (moving image) or audio into text. Further, if the work manual has been updated by editing work (steps S123 and S124) in the past, the content of the change at that time may be compared with the content of the request for improvement.

As another method, if there is no request for improvement in the past for the extracted identical or related work process, it may be determined that the content of improvement has been reflected. For example, if the number of times of distribution (see FIG. 7B) is a predetermined number or more (for example, 10 times or more) and no request for improvement has been received, the content of improvement has been reflected (included from the beginning). (i.e., For example, referring to FIG. 10B and FIG. 7B, work process 4 of work manual 1 and work process 3 of work manual 2 are related work processes, but work process 3 of work manual 2 is an improvement request is zero. Accordingly, the control unit 11 can determine that the improvement request for the work process 4 of the work manual 1 is reflected in the work process 3 of the work manual 2 .

If there is a work process that reflects the content of the improvement request (YES), the process proceeds to step S204, and if there is no work process that reflects it (NO), the process proceeds to step S202.

(Step S204)
The control unit 11 adds information on other work processes to the improvement request list. FIG. 14 is a diagram showing an added improvement request list. The request ID 0102 in the figure is an improvement request to which information specifying other related work processes to be used as a reference is added by the processing of step S204.

After that, through the processing of FIG. 12, the user (editor) notifies the user of the request for improvement and accepts the editing work performed by the user (editor), thereby performing the editing processing of the work manual.

As described above, in the second embodiment, a user's request for improvement regarding a work manual is received, the request is classified into a plurality of categories using the user's attribute information, and stored in the storage unit 20 in association with the work manual. Also, if there is another work process including the content reflecting the content of the received improvement request, information indicating the other work process is stored in the storage unit 20 in association with the improvement request. By referring to this, if there is another work process that reflects the improvement request, the user (editor) can easily edit the work manual by referring to the contents of the work manual for that work process. can do.

The configuration of the manual management apparatus 10 and the manual management system 1 having the manual management apparatus 10 described above is a description of the main configuration in describing the features of the above embodiment, and is not limited to the above configuration. Within the scope of, various modifications can be made as described below. Moreover, the configuration provided in the general manual management device 10 or the manual management system 1 is not excluded.

In the above-described embodiment, in the request category list (FIG. 7B) stored in the storage unit 20, the classified improvement requests are associated with the work steps of the work manual. However, it is not limited to this, and the classified improvement requests may be stored in association with the work manual.

In addition, as described above with reference to FIG. 7C, the amount of information in the preferred work manual differs depending on the user's classification (attribute information (proficiency level)). Improvement notices may be sent according to user categories. For example, when responding to an improvement notice in response to an improvement request from a user with a high proficiency level, request the addition of only a relatively small number of images. When responding, we request that you add a more specific description of the work to be done.

In addition, as instructions included in the video work manual, an example of subtitles using text data has been explained, but not limited to this, audio data, or annotation marks such as rectangles calling attention to important positions or parts. may

The means and methods for performing various processes in the control system according to each embodiment and each modification described above can be realized by either a dedicated hardware circuit or a programmed computer. The program may be provided, for example, by a computer-readable recording medium such as a CD-ROM (Compact Disc Read Only Memory), or may be provided online via a network such as the Internet. In this case, the program recorded on the computer-readable recording medium is usually transferred to and stored in a storage unit such as a hard disk. Further, the above program may be provided as independent application software, or may be incorporated into the software of the device as one function of the Braille device cooperation system.

1 manual management system 10 manual management device 11 control unit 111 distribution unit 112 reception unit 113 classification unit 114 notification unit 115 editing unit 12 communication unit 20 storage unit (database)
30 terminal device 40 network 50 MFP

Claims (20)

a storage unit that stores one or more work manuals indicating work of work processes and user attribute information of the work manuals;
a reception unit that receives requests for improvement of the work manual from the user;
a classification unit that classifies the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request and associates the improvement request with the work manual;
a notification unit that notifies users on a notification destination list stored in the storage unit as notification destinations of the improvement request;
with
The classification unit associates the classified improvement request with the work process of the work manual,
The notification unit notifies when the number of improvement requests for the work manual stored in the storage unit or the integrated value of the number of cases multiplied by the weighting coefficient according to the classification reaches or exceeds a predetermined value. First, notifying the user of the notification destination list stored in the storage unit of the improvement request;
Manual management system. a storage unit that stores one or more work manuals indicating work of work processes and user attribute information of the work manuals;
a reception unit that receives requests for improvement of the work manual from the user;
a classification unit that classifies the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request and associates the improvement request with the work manual;
with
The classification unit associates the classified improvement requests with the work process of the work manual, and the number of improvement requests for the work process, or an integrated value of the number multiplied by a weighting factor according to the classification. is equal to or greater than a predetermined value, the content of the improvement request is determined to be a request related to tacit knowledge, and a tag indicating tacit knowledge is attached to the improvement request . a storage unit that stores one or more work manuals indicating work of work processes and user attribute information of the work manuals;
a reception unit that receives requests for improvement of the work manual from the user;
a classification unit that classifies the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request and associates the improvement request with the work manual;
with
The classification unit uses the attribute information to create a request category list indicating the number of improvement requests for each category for each of the work processes, and associates the created request category list with the work manual. . The classification unit extracts other work processes of the same work manual or work processes of other work manuals related to the work process of the improvement request received by the reception unit, and extracts the improvement request. 4. The manual management system according to any one of claims 1 to 3, which is also associated with the work process of the work manual. The classification unit compares the content of the improvement request for the work process with the content of the other work process stored in the storage unit, and compares the content of the other work process including the content reflecting the improvement request. 5. The manual management system according to any one of claims 1 to 4 , wherein the information indicating the other work process is associated with the improvement request when it is determined that there is an improvement request. 4. The manual management system according to claim 2 , further comprising a notification unit for notifying users on a notification destination list stored in said storage unit, as notification destinations, of said improvement request. 7. The manual management system according to claim 1, wherein said notification unit notifies at least one of a creator of said work manual and a manager of said work manual of said improvement request as said notification destination. 8. The manual management system according to claim 1 , wherein said notification unit notifies an improvement request according to said category of said user who has received said improvement request. further comprising a distribution unit that distributes the work manual in response to a user's request,
4. The manual management system according to claim 3 , wherein said receiving unit receives said improvement request from said user for said work manual distributed by said distributing unit. an editing unit that edits the work manual by accepting edits of the work manual from users included in an editor list stored in the storage unit;
When the number of improvement requests for the work process, or the integrated value of the number of cases multiplied by the weighting factor according to the classification, is a predetermined value or more, the editorial unit 10. The manual management system according to claim 9, wherein display data of said work manual is created so that a portion of said work manual edited with respect to a work process is displayed in a different display mode so as to be distinguishable from other portions. When the improvement request is not a request to add new work, the classification unit determines that the content of the improvement request is a request related to tacit knowledge, and assigns a tag indicating the tacit knowledge to the improvement request. 4. The manual management system according to claim 1 or 3 , wherein the manual management system is given to requests. a distribution unit that distributes the work manual in response to a user's request;
an editing unit that edits the work manual by accepting edits of the work manual from users included in an editor list stored in the storage unit;
The reception unit receives the improvement request for the work manual distributed by the distribution unit,
The editing unit displays the edited part of the work manual in a different display mode so as to be distinguishable from other parts in the work process associated with the improvement request to which the tag is attached. 12. The manual management system according to claim 2 or claim 11 , wherein manual display data is created. a receiving unit that receives, from a user of the work manual, an improvement request regarding one or more work manuals indicating work of a work process stored in the storage unit;
a classification unit that acquires attribute information of the user who has received the improvement request, uses the attribute information to classify the improvement request into a plurality of categories, and stores the improvement request in association with the work manual;
a notification unit that notifies users on a notification destination list stored in the storage unit as notification destinations of the improvement request;
with
The classification unit associates the classified improvement request with the work process of the work manual,
When the number of improvement requests for the work manual stored in the storage unit or the integrated value of the number of cases multiplied by a weighting coefficient according to the classification reaches or exceeds a predetermined value, the notification unit Notifying users of the notification destination list stored in the storage unit of the improvement request as notification destinations;
Manual management device. a receiving unit that receives, from a user of the work manual, an improvement request regarding one or more work manuals indicating work of a work process stored in the storage unit;
a classification unit that acquires attribute information of the user who has received the improvement request, uses the attribute information to classify the improvement request into a plurality of categories, and stores the improvement request in association with the work manual;
with
The classification unit associates the classified improvement requests with the work process of the work manual, and the number of improvement requests for the work process, or an integrated value of the number multiplied by a weighting factor according to the classification. is equal to or greater than a predetermined value, the manual management device determines that the content of the improvement request is a request related to tacit knowledge, and adds a tag indicating tacit knowledge to the improvement request . a receiving unit that receives, from a user of the work manual, an improvement request regarding one or more work manuals indicating work of a work process stored in the storage unit;
a classification unit that acquires attribute information of the user who has received the improvement request, uses the attribute information to classify the improvement request into a plurality of categories, and stores the improvement request in association with the work manual;
with
The classification unit uses the attribute information to create a request category list indicating the number of improvement requests for each category for each of the work processes, and associates the created request category list with the work manual. . 16. The manual management apparatus according to claim 14, further comprising a notification unit that notifies users on a notification destination list stored in said storage unit, as notification destinations, of said improvement request. A control program for controlling a manual management system comprising a storage unit for storing one or more work manuals indicating work in a work process and user attribute information,
a step (a) of receiving an improvement request regarding the work manual from the user;
a step (b) of classifying the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request, and storing the improvement request in association with the work manual;
including a step (c) of notifying the user of the notification destination list stored in the storage unit as the notification destination of the improvement request;
in the step (b), associating the classified improvement request with the work process of the work manual;
In the step (c), when the number of improvement requests for the work manual stored in the storage unit or the integrated value of the number of cases multiplied by the weighting factor according to the classification reaches or exceeds a predetermined value. , as a notification destination, notifying the user of the notification destination list stored in the storage unit of the improvement request;
A control program that causes a computer to perform processing. A control program for controlling a manual management system comprising a storage unit for storing one or more work manuals indicating work in a work process and user attribute information,
a step (a) of receiving an improvement request regarding the work manual from the user;
a step (b) of classifying the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request, and storing the improvement request in association with the work manual;
including
In the step (b), the classified improvement requests are associated with the work process of the work manual, and the number of the improvement requests for the work process, or the number of cases multiplied by a weighting factor according to the classification. determining that the content of the improvement request is a request related to tacit knowledge when the integrated value is equal to or greater than a predetermined value, and attaching a tag indicating the tacit knowledge to the improvement request;
A control program that causes a computer to perform processing. A control program for controlling a manual management system comprising a storage unit for storing one or more work manuals indicating work in a work process and user attribute information,
a step (a) of receiving an improvement request regarding the work manual from the user;
a step (b) of classifying the improvement request into a plurality of categories using the attribute information of the user who has received the improvement request, and storing the improvement request in association with the work manual;
including
In the step (b), using the attribute information, a request category list indicating the number of improvement requests for each category for each of the work processes is created, and the created request category list is associated with the work manual;
A control program that causes a computer to perform processing. 20. The control program according to claim 18, wherein said processing further includes a step (c) of notifying said improvement request to users on a notification destination list stored in said storage unit as notification destinations.

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