JP7263751B2 - Information processing device and program - Google Patents

Description

The present invention relates to an information processing device and program.

In Patent Document 1, when customer information is input, a device specification is selected by referring to a device specification database based on the input customer information, and standard document/image data is generated based on the selected device specification. is obtained, and a proposal is prepared using the obtained standard document/image data.

Patent Document 2 discloses an information processing system that aims to provide a sales support tool for achieving efficient contact with customers based on the amount of operation of image processing apparatuses that have already been delivered to customers. disclosed.

JP 2006-323555 A JP 2015-135663 A

An object of the present invention is to provide an information processing apparatus and a program capable of creating a proposal corresponding to a customer's current problem as compared with the case of creating a proposal containing all preset items. is to provide

[Information processing device]
The present invention according to claim 1 is an acquisition means for acquiring customer information from a device installed in the customer's usage environment,
calculation means for calculating task evaluation values for each of a plurality of preset items using the customer information acquired by the acquisition means;
creating means for creating, using the customer information, a proposal containing a page corresponding to an item with a low issue evaluation value calculated by the calculating means;
a receiving means for receiving an input of an upper limit of the explanation time of the explanation using the proposal,
The creating means creates a proposal giving priority to pages corresponding to items with low assignment evaluation values calculated by the calculating means, within a range not exceeding the upper limit of the explanation time accepted by the accepting means, the customer information It is an information processing device created using

According to a second aspect of the present invention, the creating means creates, using the customer information, a proposal containing only the page corresponding to the item with the lowest issue evaluation value calculated by the calculating means. Item 1. The information processing apparatus according to item 1.

In the present invention according to claim 3, the creating means prepares the proposal in which the pages corresponding to the plurality of items are rearranged in descending order of the task evaluation values calculated by the calculating means, and the customer information. 2. The information processing apparatus according to claim 1, wherein the information processing apparatus is created by using.

In the present invention according to claim 4, the creating means creates a proposal containing only pages corresponding to items whose task evaluation values calculated by the calculating means are lower than a preset threshold value. The information processing apparatus according to claim 1, wherein the information processing apparatus is created using

In the present invention according to claim 5, when there are a plurality of items with low task evaluation values calculated by the calculation means, the creation means creates a proposal giving priority to items with lower task evaluation values. 5. The information processing apparatus according to claim 4, which is created using information.

In the present invention according to claim 6, when there are a plurality of items with low task evaluation values calculated by the calculation means, the creating means determines the difference between the task evaluation value and a preset appropriate value. 5. The information processing apparatus according to claim 4, wherein a proposal giving priority to items having a large degree of divergence is created using the customer information.

In the present invention according to claim 7, the creating means selects an item for which the degree of divergence, which is the difference between the task evaluation value calculated by the calculating means and a preset appropriate value, is greater than a preset threshold. 2. The information processing apparatus according to claim 1, wherein a proposal including only corresponding pages is created using the customer information.

The present invention according to claim 8 further comprises storage means for storing the proposal of each item and the explanation time using the proposal of the item in association with each other,
2. The proposal according to claim 1 , wherein said creating means selects items with low assignment evaluation values and creates a proposal within a range in which the total value of the explanation time does not exceed the upper limit of the explanation time accepted by said accepting means. It is an information processing device.

In the present invention according to claim 9 , the creating means calculates the total value of the explanation time by accumulating the explanation time per page, and the calculated total value of the explanation time is the explanation received by the accepting means. 2. The information processing apparatus according to claim 1 , wherein a proposal is created by selecting items with low assignment evaluation values within a range not exceeding the upper limit of time.

In the present invention according to claim 10 , the creating means creates a proposal including a plurality of items in advance, and extracts only the pages corresponding to the items with a low task evaluation value to make a final proposal. 10. The information processing apparatus according to any one of claims 1 to 9 , which creates a document.

The present invention according to claim 11 is the information processing apparatus according to any one of claims 1 to 10 , wherein the customer information includes information on the usage status of the installed device and information on the function of the installed device. be.

[program]
The present invention according to claim 12 provides an acquisition step of acquiring customer information from a device installed in the customer's usage environment;
a calculation step of calculating task evaluation values for each of a plurality of preset items using the customer information obtained in the obtaining step;
a creation step of creating, using the customer information, a proposal containing pages corresponding to items with low issue evaluation values calculated in the calculation step ;
A program for causing a computer to execute a receiving step of receiving an input of an upper limit of the explanation time of the explanation using the proposal,
In the creating step, a proposal that prioritizes pages corresponding to items with low assignment evaluation values calculated in the calculating step is prepared by adding the customer information within a range not exceeding the upper limit of the explanation time accepted in the accepting step. It is a program created using

According to the present invention according to claim 1, it is possible to create a proposal corresponding to the customer's current problem, compared to the case of creating a proposal containing all preset items. An information processing device can be provided.
Further, according to the first aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a proposal whose explanation time is equal to or less than the input upper limit.

According to the second aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a proposal focusing on one problem item that should be dealt with most.

According to the third aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a proposal in which problem items are arranged in order to be dealt with.

According to the fourth aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a written proposal focused on a problem item to be dealt with.

According to the fifth aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a proposal in which a plurality of problem items to be dealt with are arranged in the order to be dealt with.

According to the sixth aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a proposal in which a plurality of problem items to be dealt with are arranged in the order to be dealt with.

According to the seventh aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a written proposal focused on a problem item to be dealt with.

According to the eighth aspect of the present invention, there is provided an information processing apparatus capable of creating a proposal focused on a problem item to be dealt with within the range of the upper limit of the input explanation time. can be done.

According to the ninth aspect of the present invention, it is possible to provide an information processing apparatus capable of creating a proposal focused on a problem item to be dealt with within the range of the upper limit of the input explanation time. can be done.

According to the tenth aspect of the present invention, it is possible to create a proposal corresponding to the customer's current problem, compared to the case of creating a proposal containing all preset items. An information processing device can be provided.

According to the present invention according to claim 11 , it is possible to create a proposal corresponding to the customer's current problem, compared with the case of creating a proposal containing all preset items. An information processing device can be provided.

According to the twelfth aspect of the present invention, it is possible to create a proposal corresponding to the customer's current problem, compared to the case of creating a proposal containing all preset items. program can be provided.
Further, according to the present invention as set forth in claim 12, it is possible to provide a program capable of creating a proposal whose explanation time is equal to or less than the input upper limit.

1 is a diagram showing a system configuration of an information processing system including a proposal creating apparatus 10 according to an embodiment of the present invention; FIG. 1 is a block diagram showing the hardware configuration of a proposal creating device 10 according to an embodiment of the present invention; FIG. 1 is a block diagram showing the functional configuration of a proposal creating device 10 according to an embodiment of the present invention; FIG. 4 is a diagram showing an example of a contract information management table stored in a data storage unit 37; FIG. 3 is a diagram showing an example of a usage status/function information management table of a customer device stored in a data storage unit 37; FIG. 4 is a diagram showing an example of a problem diagnosis evaluation criteria table stored in a data storage unit 37; FIG. FIG. 10 is a diagram showing an example of a proposal generation instruction screen used when instructing generation of a product proposal; 5 is a flow chart for explaining how a proposal generation process is executed in the proposal generation device 10. FIG. FIG. 7 is a diagram for explaining an example of calculation of a task diagnosis score by a task evaluation value calculation unit 36; FIG. 10 is a diagram for explaining an example of calculation of a problem diagnosis score for a problem diagnosis item of "security"; 4 is a diagram showing an example of a task diagnosis score management table stored in a data storage unit 37; FIG. FIG. 10 is a diagram showing an example of an excerpt of proposal content information; FIG. 10 is a diagram showing an example of a proposal content information management table that manages proposal content information; 4 is a diagram for explaining how a proposal creating unit 33 generates a proposal; FIG. FIG. 10 is a diagram showing an example of a page related to a customer problem whose problem type is “security” in a proposal generated by a proposal generating unit 33; FIG. 10 is a diagram showing an example of a page related to a customer problem whose problem type is “security” in a proposal generated by a proposal generating unit 33; FIG. 10 is a diagram showing an example page for customer issues created without based on issue diagnosis scores. 4 is a diagram showing an example of a task diagnosis score proper value management table stored in a data storage unit 37. FIG. FIG. 10 is a diagram showing an example of a task diagnosis score management table when a degree of deviation is calculated for each task item; FIG. 10 is a diagram showing a configuration example of proposal content information when generating a proposal including pages related to a plurality of assignment items; FIG. 10 is a diagram showing an example of a problem diagnosis score appropriate value management table in which important problem conditions are set; FIG. 10 is a diagram showing an example of an input screen for inputting an upper limit of explanation time; FIG. 10 is a diagram showing an example of a proposal content information management table in which explanation time is set for each item of proposal content information; FIG. 10 is a diagram showing how a proposal creating unit 33 creates a proposal such that the total value of explanation time is within 30 minutes.

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

FIG. 1 is a diagram showing the system configuration of an information processing system including a proposal creating apparatus 10 according to one embodiment of the present invention.

The proposal creation device 10 in this embodiment is an information processing device for creating proposals for making various product proposals to users who are customers. The proposal creating apparatus 10 is connected to the terminal apparatus 20 via an in-house LAN (Local Area Network) or the like, and is connected to the customer's image forming apparatuses 40A, 40B, etc. via the Internet 30. .

Note that the image forming apparatuses 40A and 40B are so-called multifunction machines having multiple functions such as a print function, a scan function, a copy function, and a facsimile function.

Then, the proposal creating apparatus 10 receives information on the usage status of installed devices, information on the functions of installed devices, and the like from devices such as the image forming devices 40A and 40B installed in the customer's usage environment. as customer information. Specifically, the proposal creating apparatus 10 receives various information such as the remaining amount of consumables such as toner and ink, the usage status of various functions, and the number of output sheets for each printing mode from the image forming apparatuses 40A and 40B. Acquire and store customer information. Note that the proposal creating apparatus 10 may acquire information on functions used by the customer from the information on the model installed at the customer.

In addition, the customer information acquisition destination is not limited to the image forming apparatus. For example, customer information is acquired from a device or service installed at the customer, such as a personal computer installed at the customer or a cloud service provided to the customer. You can do so.

Based on the customer information thus acquired, the proposal creating apparatus 10 creates a proposal for proposing products to each customer.

The customer information includes not only information on the usage status of the device and information on the function of the device described above, but also the company name of the customer who is the user, the type of industry, information on other installed devices, contract period, etc. Contains various information about the customer.

Next, FIG. 2 shows the hardware configuration of the proposal creating apparatus 10 of this embodiment.

As shown in FIG. 2, the proposal creation device 10 transmits and receives data to and from an external device or the like via a CPU 11, a memory 12, a storage device 13 such as a hard disk drive (HDD), and a network. It has a communication interface (IF) 14, a user interface (UI) device 15 including a touch panel or liquid crystal display and a keyboard. These components are connected to each other via a control bus 16 .

The CPU 11 executes predetermined processing based on a control program stored in the memory 12 or the storage device 13 to control the operation of the proposal writing apparatus 10 . In this embodiment, the CPU 11 reads and executes a control program stored in the memory 12 or the storage device 13. It is also possible to provide

FIG. 3 is a block diagram showing a functional configuration of the proposal creating apparatus 10 realized by executing the above control program.

As shown in FIG. 3, the proposal creation device 10 of the present embodiment includes a customer information acquisition unit 31, an operation input reception unit 32, a proposal creation unit 33, a data transmission/reception unit 34, and a control unit 35. , a task evaluation value calculation unit 36 and a data storage unit 37 .

The control unit 35 controls each module such as the customer information acquisition unit 31, the operation input reception unit 32, the proposal creation unit 33, the data transmission/reception unit 34, the task evaluation value calculation unit 36, the data storage unit 37, etc. Execute processing for creating a proposal for proposing products to a customer.

Under the control of the control unit 35, the data transmission/reception unit 34 transmits/receives data to/from devices installed in the user environment such as the image forming devices 40A and 40B and the terminal device 20 through various networks. Is going.

The customer information acquisition unit 31 acquires customer information such as the usage status from devices such as the image forming devices 40A and 40B installed in the customer's usage environment via the data transmission/reception unit 34 .

The data storage unit 37 stores various information such as customer information acquired by the customer information acquisition unit 31, information on the image forming apparatuses 40A and 40B installed in the customer's usage environment, and information on contract details with the customer. information is stored. The data storage unit 37 also stores proposal content information for creating a proposal.

The operation input reception unit 32 receives various operation inputs from the user via the terminal device 20 .

The problem evaluation value calculation unit 36 uses the customer information acquired by the customer information acquisition unit 31 to calculate a problem diagnosis score (problem diagnosis evaluation value or problem evaluation value) for each of a plurality of preset items.

In the present embodiment, the problem diagnosis score is represented by five numerical values from 1 to 5, and the lower the problem diagnosis score, the lower the evaluation, which means that the problem should be dealt with with priority. A description will be given using a case where For example, a problem with a problem diagnosis score of 1 is a problem that requires immediate action, and a problem with a problem diagnosis score of 5 is a problem that does not need to be dealt with.

The proposal creation unit 33 generates a proposal including a page corresponding to a problem item with a low problem diagnosis score calculated by the problem evaluation value calculation unit 36, based on the customer information acquired by the customer information acquisition unit 31. Create using

For example, the proposal creation unit 33 uses the customer information to create a proposal that includes only the page corresponding to the problem item with the lowest problem diagnosis score calculated by the problem evaluation value calculation unit 36. Also good.

Alternatively, the proposal creation unit 33 uses the customer information acquisition unit 31 to generate a proposal in which pages corresponding to a plurality of assignment items are rearranged in descending order of the assignment diagnosis scores calculated by the assignment evaluation value calculation unit 36. You may make it create using the acquired customer information.

Furthermore, the proposal creating unit 33 sends a proposal containing only pages corresponding to the task items whose task diagnosis score calculated by the task evaluation value calculating unit 36 is lower than a preset threshold value to the customer information obtaining unit. It may be created using the customer information acquired by 31 .

Note that, when there are a plurality of problem items with low problem diagnosis scores calculated by the problem evaluation value calculation unit 36, the proposal creation unit 33 generates a proposal giving priority to an item with a lower problem diagnosis score. It may be created using the customer information acquired by 31 .

Furthermore, when there are a plurality of items with low problem diagnosis scores calculated by the problem evaluation value calculation unit 36, the proposal creation unit 33 sets the degree of divergence, which is the difference between the problem diagnosis score and the preset appropriate value A proposal giving priority to large problem items may be created using the customer information acquired by the customer information acquisition unit 31 .

For example, the proposal creation unit 33 corresponds to a task item in which the degree of divergence, which is the difference between the task diagnosis score calculated by the task evaluation value calculation unit 36 and a preset appropriate value, is greater than a preset threshold. Using the customer information acquired by the customer information acquisition unit 31, a proposal containing only the page to be created is created.

Further, the operation input receiving unit 32 may receive an input of an upper limit of the explanation time of the explanation using the proposal. Then, the proposal creation unit 33 creates a proposal that gives priority to pages corresponding to task items with low task diagnosis scores calculated by the task evaluation value calculation unit 36, and sets the upper limit of the explanation time received by the operation input receiving unit 32. It is created using the customer information acquired by the customer information acquisition unit 31 within a range not exceeding the value.

Specifically, in the data storage unit 37, the proposal for each assignment item and the explanation time using the proposal for the assignment item are stored in association with each other. Then, the proposal creating unit 33 selects task items with low task diagnosis scores and creates a proposal within a range in which the total value of the explanation time does not exceed the upper limit of the explanation time accepted by the operation input accepting unit 32. do.

Alternatively, the proposal creating unit 33 calculates the total explanation time by accumulating the explanation time per page, and the calculated total explanation time is the upper limit of the explanation time accepted by the operation input accepting unit 32. A proposal may be created by selecting an item with a low problem diagnosis score within a range that does not exceed the value.

For example, if the explanation time per page is set to 1 minute, the explanation time for a 5-page assignment item proposal should be calculated as 5 minutes.

As a specific method of creating a proposal, for example, the proposal creating unit 33 creates a proposal containing a plurality of task items in advance, and selects only pages corresponding to items with low task diagnosis scores. Create a final proposal by excerpting.

Here, as described above, the customer information acquired by the customer information acquisition unit 31 includes information on the usage status of the installed device and information on the function of the installed device.

Next, the operation of the proposal creating apparatus 10 of this embodiment will be described in detail with reference to the drawings.

Before describing the operation of the proposal creating apparatus 10, specific examples of contract information, customer information, etc. stored in the data storage unit 37 will be described.

First, FIG. 4 shows an example of a contract information management table stored in the data storage unit 37. As shown in FIG.

As shown in FIG. 4, this contract information management table manages user name, company code, type of industry, salesperson name, and contract ID for each device type such as server and multi-function machine. For each contract identified by the contract ID, detailed information such as the contract period and contract details is also stored in the data storage unit 37, but the detailed description thereof will be omitted here.

The data storage unit 37 stores customer information acquired by the customer information acquisition unit 31, such as the usage status, operating status, and function information of each device. FIG. 5 shows an example of such a usage status/function information management table of the customer device.

In the usage status/function information management table shown in FIG. 5, for each contract ID, usage status information such as product type, usage status of various functions, and authentication printing usage rate are managed as customer information.

Further, the data storage unit 37 stores a task diagnosis evaluation criteria table as shown in FIG. This problem diagnosis evaluation criteria table is a table in which evaluation criteria for evaluating the problem diagnosis score are set for each problem diagnosis item.

For example, for the diagnostic item "IC card authentication" with the task ID "MS01", the task diagnostic score is determined to be "5" if IC card authentication is in use, and the task diagnostic score is determined to be "5" if not used. 1” is determined.

Note that the problem diagnosis evaluation criteria table shown in FIG. 6 is an example related to the problem type "security" and the product type "multifunction device". In addition to the problem diagnosis evaluation criteria table shown in FIG. A task diagnosis evaluation criteria table is prepared for each combination of .

A description will be given of a case in which the salesperson instructs the generation of a product proposal for the customer using the proposal generating apparatus 10 in such a state.

The salesperson designates the name of the company, which is the customer to whom the proposal is made, and the product type of the product to be proposed, and gives an instruction to generate a product proposal. FIG. 7 shows an example of a proposal generation instruction screen used for this generation instruction.

On the proposal generation instruction screen of FIG. 7, "B Corporation" is specified as the customer to whom the proposal is to be made, and a situation is shown in which an instruction to generate a proposal regarding a "multifunction machine" is issued.

In FIG. 7, when the salesperson clicks an icon in the proposal column in the display screen, an instruction to generate a proposal for "B Corporation" is issued.

Next, the manner in which the proposal generation process is executed in the proposal generation apparatus 10 in response to such an instruction to generate a proposal will be described with reference to the flowchart of FIG. 8 .

When the above-described proposal generation instruction is issued, the customer information acquisition unit 31 acquires the customer information of "B Corporation" from the contract information management table shown in FIG. It grasps that the contract ID of the executed "multifunction device" is "MF21356" (step S101). Then, the customer information acquiring unit 31 acquires various kinds of information such as the usage status of the device registered for the contract ID "MF21356" from the usage status/function information management table shown in FIG.

Then, based on the customer information acquired by the customer information acquisition unit 31, the proposal creation unit 33 acquires proposal content information that does not depend on the customer problem of the proposal destination from the data storage unit 37 (step S102). The details of the proposal content information will be described later.

Next, the problem evaluation value calculation unit 36 calculates a problem diagnosis score for each problem item based on the customer information such as the information on the usage status of the device and the function information acquired by the customer information acquisition unit 31 (step S103). ).

Here, specific calculation processing of the task diagnosis score by the task evaluation value calculation unit 36 will be described below.

The problem evaluation value calculation unit 36 determines the customer information for the contract ID "MF21356" shown in FIG. 5 based on the problem diagnosis evaluation criteria table shown in FIG. Calculate the task diagnosis score. Specifically, the problem evaluation value calculation unit 36, as shown in the problem diagnosis score calculation example shown in FIG. Determine which one is applicable.

For example, in the calculation example shown in FIG. 9, the problem ID is "MS02", the customer information for the problem diagnosis item "authentication printing usage rate" is "38%", and the problem diagnosis evaluation criteria shown in FIG. 50%", the task diagnosis score is defined as "1". Therefore, the task evaluation value calculation unit 36 determines that the task diagnosis score for the task diagnosis item "authentication printing usage rate" is "1".

The problem evaluation value calculation unit 36 similarly determines the problem diagnosis scores for the other problem diagnosis items, and calculates the average of all the problem diagnosis scores whose type is "security", thereby obtaining the problem diagnosis "security". Calculate the task diagnosis score for the item.

FIG. 10 shows a calculation example of the problem diagnosis score when the problem diagnosis item is "security". In the example of the problem diagnosis score calculation table shown in FIG. 10, the total value of the problem diagnosis score of the problem diagnosis item "security" for the contract ID "MF21356" is obtained by calculating the average value of the problem diagnosis scores for each item MS01 to MS06. It can be seen that it is calculated as "2.1".

Then, the task evaluation value calculation unit 36 also calculates task diagnosis scores for other task diagnosis items whose task types are "cost reduction", "work efficiency improvement", and "information sharing" by the same method. A task diagnosis score management table as shown is generated and stored in the data storage unit 37 .

Here, it is assumed that the task evaluation value calculation unit 36 calculates the task diagnosis score after receiving an instruction to generate a proposal from a user such as a salesperson. A problem diagnosis score may be calculated and stored in the data storage unit 37 as a problem diagnosis score management table.

Next, the proposal creation unit 33 refers to the problem diagnosis score for each problem item (problem diagnosis item) calculated by the problem evaluation value calculation unit 36 from the proposal content information acquired in advance, and Only the proposal content information for the task item with the lowest diagnostic score and common proposal content information are extracted (step S104).

In the present embodiment, as shown in FIG. 11, among the task items "cost reduction", "work efficiency improvement", "security", and "information sharing" for the contract ID "MF21356", the task diagnosis score is the highest. A low (small value) task item is "security".

For this reason, the proposal creating unit 33 creates a list of items such as "cover", "table of contents", "industry trends", "product information", and "summary", as shown in the excerpt example of the proposal content information shown in FIG. The proposal content information of the common item is left as it is, and only the page related to "security" is extracted from the proposal content information for each customer such as "customer issue" and "case information".

Next, an example of the proposal content information management table that manages the proposal content information described above will be described with reference to FIG.

As shown in FIG. 13, the proposal content information management table manages information such as content item names, content classifications, product types, assignment types, built-in information, and content names for each content ID.

Then, the proposal creation unit 33 selects and combines proposal content information for generating a designated product proposal from such a proposal content information management table, thereby automatically generating a product proposal. ing.

For example, when generating a proposal having the configuration shown in FIG. to generate a proposal.

Specifically, as shown in FIG. 14, the proposal creation unit 33 selects the proposal content information for each item that constitutes the proposal, and incorporates various customer information such as company names to create the proposal. Generate.

FIG. 15 and FIG. 16 show examples of pages related to customer issues with the issue type "security" in the proposal generated in this manner.

In this embodiment, a proposal is created for the problem item "security" with the lowest problem diagnosis score. Therefore, in the page example of the proposal shown in FIG. 15, it can be seen that only the problem diagnosis score and the comment for the problem item "security" are described for the customer problem. In the page example of the proposal shown in FIG. 16, a product proposal is made regarding the problem item "security".

For comparison, FIG. 17 shows an example of a page about a customer issue created without based on the issue diagnosis score.

In the example page of the proposal shown in FIG. 17, only the problem diagnosis scores and their comments for all the four problem items of "cost reduction", "operational efficiency", "security", and "information sharing" are included in the customer problem. is described. The total score is also the average value of the task diagnosis scores for these four task items.

Therefore, in the example page of the proposal shown in FIG. 17, it is difficult to understand which of the four issue items should be dealt with immediately compared to the example page shown in FIG. there is

In addition, in the proposal example shown in Fig. 17, pages are also created for issues other than "security," such as "cost reduction," "work efficiency improvement," and "information sharing." It becomes difficult to understand the task items that should be addressed.

Therefore, in the proposal creation unit 33 of the present embodiment, among the four task items of "cost reduction," "work efficiency improvement," "security," and "information sharing," the lowest task diagnosis score is "security." A proposal is created that includes only pages relating to the task items, and a proposal that can make a targeted product proposal to the customer is created.

In the above-described embodiment, the proposal creation unit 33 creates a proposal that includes only the page of the task item with the lowest task diagnosis score among the plurality of task items of different task types. explained.

However, depending on the method of setting the problem diagnosis score for each problem type, simply evaluating only the absolute value of the problem diagnosis score may not select a problem item that should truly be addressed.

Therefore, a problem diagnosis score appropriate value management table as shown in FIG. A proposal may be created in which an issue item with the largest degree of deviation is selected as an issue item to be dealt with.

Here, the proper value of the problem diagnosis score means the value that the problem diagnosis score should achieve if the customer's usage environment is in a proper state. In other words, if the task diagnosis score exceeds the appropriate value, it means that there is no major problem with the task item and there is no need to deal with it immediately. This means that there is a major problem with the issue item and that immediate action is considered necessary.

The degree of divergence does not mean the absolute value of the difference from the appropriate value, but rather the absolute value of the difference between the task diagnosis score and the appropriate value when the task diagnosis score is below the appropriate value. . That is, when the task diagnosis score is below the appropriate value and becomes a negative value, the greater the absolute value, the greater the degree of deviation. Conversely, if the task diagnosis score exceeds the appropriate value and becomes a positive value, the degree of deviation is not determined.

FIG. 19 shows an example of a task diagnosis score management table in which such deviation is calculated for each task item.

In the problem diagnosis score management table shown in FIG. 19, regarding the contract ID "MF21356", the degree of deviation for "cost reduction" is -0.5, and the degree of deviation for "security" is -1.7. I know it's undervalued.

Therefore, the proposal creation unit 33 may create a proposal that includes only the page for the issue item "security" with the largest degree of deviation (largest absolute value). It is also possible to create a proposal containing pages for two task items, ie, "Cost reduction" and "Security" with a negative value.

In other words, when there are a plurality of items with low problem diagnosis scores calculated by the problem evaluation value calculation unit 36, the proposal creation unit 33 creates a proposal by prioritizing the problem items with a large degree of divergence.

FIG. 20 shows a configuration example of proposal content information when generating a proposal containing pages related to a plurality of assignment items in this way.

In FIG. 20, in the customer issue and case information, a proposal is created that includes not only the page for the issue item "security" but also the page for the issue item "cost reduction." I understand.

Note that, when generating a proposal containing pages related to a plurality of task items, the proposal creation unit 33 gives priority to pages related to task items with a greater degree of divergence, that is, includes them in the previous page. to generate a proposal.

If the issue diagnosis score falls below the appropriate value, it is possible to judge that the issue item with the greater degree of deviation is the issue item that should be dealt with immediately, but which issue item should be the priority issue item? In order to determine whether there is Also good.

Specifically, using a problem diagnosis score appropriate value management table as shown in FIG. Priority issue conditions are set in which whether or not to be assigned as an issue item is set in advance.

Then, the proposal creation unit 33 calculates the degree of divergence, which is the difference between the task diagnosis score calculated by the task evaluation value calculation unit 36 and a preset appropriate value, and uses the calculated degree of divergence as a threshold value. Create a proposal that includes only pages that correspond to task items that are larger than the set priority task conditions.

By creating a proposal as described above, a proposal that covers the priority issues will be created.

However, when a proposal containing a plurality of task items is created, it may take a long time to explain using the proposal.

Therefore, for example, an input screen as shown in FIG. 22 may be used to input the upper limit of the explanation time to the customer. In this case, the input upper limit of the explanation time is accepted by the operation input accepting unit 32, and the proposal creating unit 33 determines that the total value of the explanation time exceeds the upper limit of the explanation time accepted by the operation input accepting unit 32. Create a proposal by selecting a task item with a low task diagnosis score.

As one specific method for making it possible to create a proposal in which the total value of the explanation time does not exceed the input upper limit, for example, a proposal contents information management table as shown in FIG. use.

In the proposal content information management table shown in FIG. 23, the proposal content information of each assignment item or common item and the explanation time of each proposal content information are stored in association with each other.

Then, in the proposal creation unit 33, the total value of the explanation time of the proposal to be generated is calculated by accumulating the explanation time for each piece of the proposal content information, and the total value of the explanation time is input. A proposal is created by combining proposal content information so as not to exceed the upper limit.

Alternatively, the proposal creating unit 33 calculates the total explanation time by accumulating the explanation time per page, and the calculated total explanation time is the upper limit of the explanation time accepted by the operation input accepting unit 32. A proposal may be created by selecting an item with a low problem diagnosis score within a range that does not exceed the value.

FIG. 24 shows how the proposal creating unit 33 creates a proposal so that the total value of the explanation time is within 30 minutes.

In the example of creating a proposal shown in FIG. 24, if a proposal containing pages related to two customer issues "security" and "cost reduction" is generated before the change, the total explanation time is 39. Since the total time required for explanation is reduced to 29 minutes, the page relating to the task item "cost reduction" is deleted to shorten the total explanation time to 29 minutes.

[Variation]
In the above embodiment, a case of creating a product proposal for an image forming apparatus such as a multifunction machine has been described, but the present invention is not limited to this, and products related to various devices such as servers, network devices, etc., have been described. It is equally applicable when drafting proposals. In addition, products are not limited to devices, but include software, various services such as cloud services, systems, etc., all of which are sold to customers. The present invention can be similarly applied even when

10 proposal creation device 11 CPU
12 memory 13 storage device 14 communication interface (IF)
15 User interface (UI) device 16 Control bus 20 Terminal device 30 Internet 31 Customer information acquisition unit 32 Operation input reception unit 33 Proposal preparation unit 34 Data transmission/reception unit 35 Control unit 36 Assignment evaluation value calculation unit 37 Data storage unit 40A, 40B image forming device

Claims (12)

Acquisition means for acquiring customer information from a device installed in the customer's usage environment;
calculation means for calculating task evaluation values for each of a plurality of preset items using the customer information acquired by the acquisition means;
creating means for creating, using the customer information, a proposal containing a page corresponding to an item with a low issue evaluation value calculated by the calculating means;
a receiving means for receiving an input of an upper limit of the explanation time of the explanation using the proposal,
The creating means creates a proposal giving priority to pages corresponding to items with low assignment evaluation values calculated by the calculating means, within a range not exceeding the upper limit of the explanation time accepted by the accepting means, created using
Information processing equipment. 2. The information processing apparatus according to claim 1, wherein said creating means creates, using said customer information, a proposal containing only a page corresponding to an item with the lowest issue evaluation value calculated by said calculating means. 2. The creating means creates, using the customer information, a proposal in which pages corresponding to the plurality of items are rearranged in descending order of the task evaluation values calculated by the calculating means. Information processing equipment. 2. The creating means creates, using the customer information, a proposal containing only pages corresponding to items whose task evaluation values calculated by the calculating means are lower than a preset threshold. information processing equipment. 5. When there are a plurality of items with low issue evaluation values calculated by said calculation means, said creating means creates a proposal giving priority to items with lower issue evaluation values using said customer information. The information processing device described. When there are a plurality of items with low task evaluation values calculated by the calculation means, the creation means gives priority to an item having a large degree of divergence, which is a difference between the task evaluation value and a preset appropriate value. 5. The information processing apparatus according to claim 4, wherein a document is created using said customer information. The creation means includes only pages corresponding to items in which the degree of divergence, which is the difference between the task evaluation value calculated by the calculation means and a preset appropriate value, is greater than a preset threshold. 2. The information processing apparatus according to claim 1, wherein a document is created using said customer information. Further comprising storage means for storing the proposal of each item and the explanation time using the proposal of the item in association with each other,
2. The proposal according to claim 1 , wherein said creating means selects items with low assignment evaluation values and creates a proposal within a range in which the total value of the explanation time does not exceed the upper limit of the explanation time accepted by said accepting means. Information processing equipment. The creating means calculates the total value of the explanation time by accumulating the explanation time per page, and the calculated total value of the explanation time does not exceed the upper limit of the explanation time accepted by the accepting means. 2. The information processing apparatus according to claim 1, wherein the proposal is created by selecting the item with the low evaluation value for the task. 10. The creating means prepares a proposal containing a plurality of items in advance, and extracts only pages corresponding to items with a low task evaluation value to prepare a final proposal. Information processing apparatus according to any one of the above. 11. The information processing apparatus according to any one of claims 1 to 10 , wherein the customer information includes information on the usage status of the installed device and information on the function of the installed device. an acquisition step of acquiring customer information from a device installed in the customer's usage environment;
a calculation step of calculating task evaluation values for each of a plurality of preset items using the customer information obtained in the obtaining step;
a creating step of creating, using the customer information, a proposal containing pages corresponding to items with low issue evaluation values calculated in the calculating step;
A program for causing a computer to execute a receiving step of receiving an input of an upper limit of the explanation time of the explanation using the proposal,
In the creating step, a proposal that prioritizes pages corresponding to items with low assignment evaluation values calculated in the calculating step is prepared by adding the customer information within a range not exceeding the upper limit of the explanation time accepted in the accepting step. created using
program.

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