JPH10111777A - Know-how accumulation use system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To accumulate/use not only system operation history but also work history on work which does not use the system of a computer and the like as know-how when work know-how can be accumulated/used with work executed on the computer as a center. SOLUTION: System operation history executed through a user interface 101 is automatically obtained/recorded by a work recording part 108. A work request part 107 accumulates work history by requesting/obtaining a work content and the result to/from an operator through a work processing user interface 104 on work which does not use the system.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to a general operation using a computer, and accumulates know-how of the operation.
It relates to a know-how accumulation and utilization system that supports related work.

[0002]

2. Description of the Related Art A system for accumulating know-how of work and supporting related work has been studied and realized for all work using a computer. For example, there is an expert system that records the knowledge of a specialist in a specific task in a specific format such as the IF-THEN rule and derives a solution to a newly generated problem based on the knowledge. In addition, electronic information (word processing documents, graphs, etc.) related to specific tasks
There is a shared document management system that stores work know-how by storing it in a shared directory that is open to the public on a network and can be referenced by a plurality of users.

[0003] One of the problems of these systems is how to accumulate know-how. In the expert system, it is necessary to add knowledge according to a certain format, and if you do not know the format, you must write know-how
Cannot accumulate. The shared document management system can handle information in a format that can be handled on a computer, such as texts and figures, but in the end, it is necessary for people to create texts and figures in a format that can be handled on a computer. Take it.

[0004] In response to this problem, history information such as operations through a computer or a system is automatically obtained and accumulated,
A system utilizing this as know-how has been considered. For example, Japanese Unexamined Patent Publication No. 5-40593 discloses that, when a window system test is performed, a window operation procedure at the time of a test is automatically stored as history information so that the history information can be referred to at a reproduction test. A system that improves debugging efficiency is disclosed. Japanese Patent Application Laid-Open No. 4-95450 discloses that, with respect to a joint work performed on a computer system connected via a network, all the joint works executed by the user are automatically recorded in a work unit, There is disclosed a system that allows a user to search for a given material or the like.

[0005]

The history information that can be automatically acquired by the above-described system is limited to information relating to work performed using the system. In the example of JP-A-5-40593, the operation procedure of the window on the computer is acquired. In the example of JP-A-4-95450, only the material managed on the computer and the history of the network communication are automatically accumulated. Therefore, in any of the examples, it is not possible to acquire a history of work not related to the operation of a system such as a computer. For example, history information of making a telephone call or holding a conference in a system different from the system cannot be automatically acquired.

An object of the present invention is to provide a know-how accumulation and utilization system capable of accumulating and utilizing know-how relating to work that does not use a system such as a computer, with respect to a system capable of accumulating and utilizing work know-how centering on work performed on a computer. I do.

[0007]

According to one aspect of the present invention, a general application processing unit such as a word processor and a storage unit for storing application information managed by the application processing unit are provided. A know-how accumulation and utilization system using a system having a user interface for receiving an operation from an operator and presenting a processing result to the operator, wherein for each operation, attribute information representing the attribute of the operation, and the operation Storage means for storing work information including application and application information used in the related information, and history information representing the history of operations performed by the operator in the work,
Work setting means for setting attribute information of work for which know-how is to be stored in the storage means, work request means for requesting an operator for specific work contents for the work set by the work setting means, and the work setting means For each unit of work set by the user, including information entered by the operator in response to the request from the work request unit, and a history of related information relating to the application used by the operator and a history of operations performed by the operator. Work recording means for recording information in the storage means, work search means for searching for necessary work information from the work information stored in the storage means, and a work processing user for the operator to perform work processing Interface, the operator through the user interface, the information on the work performed using the application processing unit, in units of work It is possible product, characterized in that it is configured to be acquired from also the operator information about the work that does not use the application processing unit. This allows the operator to request specific work contents and confirm the progress of the work at any time from the time when the operator defines a certain work until the work is completed.

According to a second aspect of the present invention, in the know-how accumulation and utilization system according to the first aspect, the work retrieval means retrieves the work information by another operator other than the operator who recorded the work information of the work. And the other operator can refer to the work information. According to a third aspect of the present invention, a program for realizing the work setting means, the work request means, the work recording means, the work search means, and the work processing user interface in the know-how accumulation utilizing system of the first invention is stored. It is stored on a medium.

[0009]

DESCRIPTION OF THE PREFERRED EMBODIMENTS Embodiments of the present invention will be described below with reference to FIGS.

FIG. 1 is a block diagram of a know-how accumulation and utilization system according to the present embodiment. The operator can receive various services by using the application processing unit 102 through the user interface 101. The user interface 101 includes a display device such as a CRT and input devices such as a keyboard and a mouse. Examples of the application processing unit 102 include a word processor, a drawing program, and an e-mail system. The application information 103 is information managed by the application processing unit 102,
For example, it is document information edited by a word processor or mail entity information managed by an electronic mail system.
The application information 103 is stored in a non-volatile storage device such as a hard disk.

The operator can receive a service provided by the work processing unit 105 through the work processing user interface 104. The work processing user interface 104 includes a display device such as a CRT and an input device such as a keyboard and a mouse. However, the hardware of the user interface 101 is jointly used.

The work processing unit 105 includes a work setting unit 106,
An operation request unit 107, an operation recording unit 108, and an operation search unit 109 are provided. When the operator sets information such as the work name and the person in charge of the work to be performed (or performed) by the work setting unit 106, the work request unit 107 provides the operator with information input for advancing the set work. Prompt.
The history of the work performed through the user interface 101 and the work processing interface 104 is stored in the work recording unit 1.
08 is recorded as know-how. The information recorded here can be searched by the work search unit 109. The work information 110 is information set and retrieved by the work processing unit 105, and is attribute information 11 representing attribute information for each work.
1, related information 112 representing the application 102 and application information 103 used for each task;
It consists of history information 113 which records the user's operation for each task. The work information 110 is stored in a non-volatile storage device such as a hard disk.

The application information 103 and the work information 110 may be referred to by a plurality of operators. Thus, the work information 110 of the work performed by the operator A and the application information 1 set in the work
03 can be searched and referenced by another operator B. Work processing user interface 104 and work processing unit 105
Can be stored as a program in a computer-readable storage medium 114 such as a hard disk drive or a floppy disk.

FIG. 2 is a flow chart showing the procedure for accumulating know-how and using it in the system of FIG. In the present embodiment, the flow of operation in the following two scenes is shown. (Operation Example 1) Setting of New Work (Operation Example 2) Search for Work Set in Operation Example 1 Hereinafter, a description will be given along these two operation examples.

(Operation Example 1) Setting of New Operation In this operation example, it is assumed that the present system supports an operation of repairing a hard disk used by a certain operator. This will be described with reference to FIG.

Process 201: The work recorded as the work information 110 is displayed. FIG. 3 shows a screen display example at this point. In the example of FIG. 3, a work processing user interface display unit 104a is displayed in the user interface display unit 101a. These displays are performed by the user interface 101 and the work processing user interface 104 in FIG. The work display area 30 is provided in the work processing user interface display section 104a.
1. There are three display areas: a work attribute display area 302 and a work related information display area 303. A start icon 304 of the document creation application 102a is displayed in the user interface display unit 101a. By clicking the start icon 304, a word processing application, which is one of the application processing units 102, is started, and a document can be created. In this example, one work 305 (know-how information of a previously performed work) is displayed in the work display area 301.

Process 202: Wait for the operation of the operator. Here, the operator indicates the intention of the work setting through the input unit of the work processing user interface 104 (for example, performing a predetermined key input or selecting “work setting” from a menu (not shown)). I do. Thereby, the process 203
Execute

Process 203: A work setting process (by the work setting unit 106 in FIG. 1) is performed. FIG. 4 shows a screen display example at the time of this processing. A window 401 for prompting input of a work attribute on the work processing user interface display unit 104a.
Is displayed. In the information input areas 402 to 406 on this window 401, the attributes of the work to be set by the operator (work to accumulate know-how) are input. In this example, "work name" is used as work attribute information.
There are five types: "person in charge", "outline", "deadline", and "authority". When the operator inputs the contents of these attributes, a work name “HD repair” 407 of the work set by the operator is additionally displayed in the work display area 301, and input in the window 401 in the work attribute display area 302. The displayed attribute information is displayed. At this point, the newly set work is in the selected state, and 407 is displayed in a coordinated manner. After this processing, processing 206 is performed. The input attribute information is stored in a storage device such as a hard disk that stores the work information 110. As the work attribute information 111, in addition to the above five pieces of information input by the operator, there are also information such as “whether or not sub-work is set”, which will be described later.

Process 206: It is determined whether the person in charge of the operation in the selected state and the operator are the same. Specifically, the name described in the column of the responsible person of the attribute information 111 of the selected work is compared with the login name of the current operator. If the determination result is true, the process 207 is performed, and if false, the process 210 is performed. By this determination processing, control is performed such that only the person responsible for the work performs the work support by the processing 208 and the processing 209. In this example, since they are the same, the determination result is true, and the process 207 is performed.

Process 207: It is determined whether a sub-operation has been set for the selected operation. The sub-work is a more specific work that is performed when performing the work. Whether the sub-work is set or not may be determined by referring to the attribute information 111 of the work. When a new work is set in the process 206, no sub-work is set.
In this example, since “HD repair” 407 has just been set, no sub-work has been set, and the determination result is false, and processing 208 is performed.

Process 208: The system prompts the operator
A sub-operation setting request is issued (by the operation requesting unit 107 in FIG. 1). FIG. 5 shows a screen display example at the time of this processing. A window 501 for prompting the user to set a sub-operation is displayed on the work processing user interface display unit 104a. On a window 501, a menu 50 indicating the type of sub-operation is displayed.
2 and an area 503 for inputting a comment regarding the sub-operation. In the example of FIG. 5, the operator selects “call” from the menu 502 and inputs a comment “call the General Affairs Section and ask what to do” in the comment area 503.

Process 209: The system issues a sub-work execution request to the operator according to the contents of the sub-work set in process 208 (by the work request unit 107 in FIG. 1). FIG.
An example of the screen display at the time of this processing is shown in FIG. A window 601 for prompting execution of sub-work and a window 60 for word processing document are displayed on the user interface display section 104a for work processing.
2 is displayed. The window 601 includes the processing 20
According to the contents of the sub-operation "call" set in step 8, a message "call and leave the contents as a word processing document" is displayed. The contents of this window 601 are automatically changed and displayed by the system according to the contents of the sub-operation set in the process 208. The window 601 is displayed when the operator notifies the system that the corresponding sub-operation has been completed, suspended, or stopped (that is, the window 601).
It disappears when the operator clicks with the mouse any of the above Done, Hold, or Cancel buttons.

The window 602 of the word processor document is a window in which the system automatically starts and displays a word processor application, which is one of the application processing units 102, by the process 209. Regarding the contents of the window 602, the basic items "phone number" and "purpose"
The parts such as "correspondent" and "call contents" are automatically filled out by the system in advance. In this example, since the sub-work content is "call", a word processor for describing the contents of the telephone is automatically started and the window 602 is displayed. However, depending on the contents of the sub-work, only the word processor is used. Instead, another application may be automatically started. The name of the word processing document edited on the window 602 is registered as the related information 112 of the work “HD repair” in a process 213 described below (general affairs 1. DOC itself is application information). However, the icon 602a indicating the document is displayed in the work-related information display area 303. After this processing 209,
Processing 210 is performed.

Process 210: Wait for an operation by the operator. Here, the operator proceeds with the work through the work processing user interface 104a (performs application operation:
(Process 211) or display the work history (Process 216)
Or whether to end the operation (process 215).
In this example, the operator has decided to call the General Affairs Section for the time being and ask what to do. Therefore, in order to actually make an inquiry to the General Affairs Section by telephone, and to leave the contents of the telephone as a word processor document, the processing 211 Shall proceed. The process 211 is started by directly starting writing to the window 602 from the state shown in FIG. When the user clicks a completion button, a hold button, or a stop button in the window 601 from the state shown in FIG. 6, the process proceeds to the end process of the process 215, and the process returns to the process 201 after performing the process of completion, hold, or stop, respectively.

Process 211: The operator operates an arbitrary application using the application processing unit 102 through the user interface 101. In this example, it is assumed that the operator performs the document editing process on the word processing document window 602 displayed as shown in FIG. FIG. 7 shows a screen display example at the time of this processing. In contrast to the state of the process 209 (FIG. 6), the contents of the telephone conversation are added by the operator to the word processing document window 602 (701). At this stage, FIG.
The document created as in 602 is information existing in the work area of the internal RAM, and has not yet been written as application information 103 in a nonvolatile storage device such as a hard disk. The process of writing the application information 103 to a hard disk or the like (and the process of writing the related information 112) is performed in a process 213 described later. In this example, the application processing unit 102
Does not include a telephone function, and it is assumed that a telephone call is made using a telephone that is a different system from this system. If the application processing unit 102 includes a telephone function, that function can be used in the process 211. In other words, the contents of the call are converted into voice data, and this is converted into the application information 10 (in process 213).
3 may be stored, and the name of the stored voice data may be stored in the related information 112 of the work information 110. When the document creation by this process 211 is completed and the operator instructs to terminate the application (close window 602 in FIG. 7) by a predetermined key input or menu selection (not shown), the process proceeds to process 212.

Process 212: In the same manner as in process 206, it is determined whether the person in charge of the selected operation and the operator are the same. If the determination result is true, the process proceeds to step 213; otherwise, the process returns to step 206. By this determination processing, the application information 103 and the related information
The second update process is controlled to be permitted. In this example,
Since the person in charge of the work and the operator are the same, the determination result is true, and the process proceeds to step 213.

Process 213: application information 103
And related information 112 is updated. In this example, 60 in FIG.
The application information 103
And the name “General Affairs. DOC” is written as the related information 112.

Process 214: The system automatically executes process 2
11 and 213 are acquired (by the work recording unit 108 in FIG. 1). The acquired history information is the history information 113
Write as After this process, the process returns to the process 206. At this point, the sub-operation "call" has been set in the previous process 208.
Is completed, a request for the next sub-work is issued again from the system to the operator in a process 208, and the processes 206 to 214 are repeated, and the work proceeds. Although not shown in the flowchart of FIG.
After the document is created as shown in the window 602 in FIG. 7, when the completion button or the hold button in FIG. 7 is clicked, the process proceeds from the process 211 to the process 212. If the responsible person is not the same as the operator, the window 601 and the window 601 are displayed. 602 is closed and the process returns to the process 201 without updating the application information and the related information. If the person in charge is the same as the operator, the processes 213 and 214 are performed, and the process proceeds to the process 215 to complete (attribute information It is assumed that a process of writing the completion of the work is written as 111, or a process of holding (writing that the work is not completed as the attribute information 111) is performed, and the process returns to the process 201. When the user clicks the stop button in FIG. 7 after creating a document as in the window 602 in FIG. 7 in the process 211, the windows 601 and 602 are closed and the process 201 is performed without updating the application information and related information. Shall return.

FIG. 8 shows a screen display example in a state where the work “HD repair” 407 has progressed to some extent. As a result of the work,
The related information increases, and five icons (602a, 801, 802, 803, and 804) are displayed in the work related information display area 303 in the work processing user interface display unit 104a.
Is displayed.

FIG. 9 shows an example of the contents of the work information 110 at this time. In the attribute information 111, information input through the window 401 in the process 203 is stored. In the related information 112, information (application information 103) targeted for the application operation in the process 212 is listed. The history information 113 stores the operation history of the operator automatically acquired by the system in the process 214. For example, the history information 901 indicates that "the call was made and the contents were stored in the general affairs 1. DOC". Show, history information 9
02 indicates that "a request document 1. DOC was created by a word processor", and the history information 903 indicates that "the FAX was received and the contents of the FAX were stored in the repair shop 2. DOC."
It is shown that.

The history information 113a shown in the lower part of FIG. 9 may be used instead of the history information 113 of FIG. In the history information 113a, in addition to the information of the history information 113, the date of the processing (904), the time of the processing (905), and the screen image name (906) at that time are referred to as the work history. And store it together. The history information 113 may be any information that is useful as a work history. In addition to the example shown here, for example, an interval of 5 minutes may be used.
It may be recorded as moving image information of a work state at each set time or a screen change state due to the work.

(Operation Example 2) Retrieval of Work Set in Operation Example 1 In Operation Example 2, it is assumed that another operator different from Operation Example 1 searches the system for know-how relating to repair of equipment. . This will be described with reference to FIG. The work search process described below is mainly performed by the work search unit 109 in FIG.

Process 201: Process 201 of the above-mentioned operation example 1
Is the same as

Process 202: Wait for an operation by the operator. Here, the operator inputs a predetermined key through an input unit of the work processing user interface 104 (for example, selects “change display mode” from a menu (not shown)).
It is assumed that the user intends to change the display mode. Thereby, the process 204 is executed.

Process 204: The type of work displayed in the work display area 301 on the work processing user interface display section 104a is changed by the process 201. FIG.
An example of the screen display at this point is shown in FIG. A window 1001 for prompting the user to input the type of work to be displayed is displayed on the work processing user interface display unit 104a. In the window 1001, a switch group 1002 for setting whether or not the work to be searched and displayed is already completed, and a switch group 1003 for setting whether or not the person in charge of the work to be displayed is myself. And an area 1004 for inputting a keyword. FIG.
In the example of the window 1001, the window 1001 is displayed in such a manner that the work that has already been completed and the responsible person displays the work including the keyword “repair” in all (that is, both others and myself) is displayed.
Specified above. When the specification by the window 1001 is completed and the process returns to the processing 201, as shown in FIG.
Is displayed. In the example of FIG. 10, “display repair” 1
005 and “HD repair” 407 are displayed. After the process 201, a process 202 is performed.

Process 202: Wait for an operation by the operator. Here, it is assumed that the operator has selected (clicked with a mouse) the work “HD repair” 407 through the input unit of the work processing user interface 104. Thereby, the processing 20
Step 5 is executed.

Step 205: The display contents of the work processing user interface display section 104a are changed according to the selected work. FIG. 11 shows a screen display example at this point. The operation “HD repair” 407 on the operation display area 301 is highlighted as being selected. Further, the attribute information 111 of the work “HD repair” is displayed in the work attribute display area 3
02, and the related information 112 of the work “HD repair” is displayed in the work related information display area 303 by the icon (602a, 8).
01 to 804). After this processing,
Step 206 is performed.

Process 206: Process 206 of the above-mentioned operation example 1
Is the same as In this example, since they are not the same, the determination result is false, and the process 210 is performed. In the present embodiment, when the person in charge of the work and the operator are different, the operator can only refer to the work. Therefore, the process 206 branches to the processes 207 and 2 to support the work execution.
08 and step 209 are omitted.

Process 210: Process 210 of the above-mentioned operation example 1
Is the same as Here, the operator inputs a predetermined key through the work processing user interface 104a (for example, by performing a predetermined key input, or selecting “display history information” from a menu (not shown)).
Is selected), the selected work (“HD Repair” 40
The display operation of the history information of 7) is performed. Thus, the process 216 is performed.

Process 216: The history information 113 of the selected work is displayed. FIG. 12 shows a screen display example at this point. A window 1201 is displayed on the work processing user interface 104a, and the history information 113 (FIG. 9) related to the selected work is displayed thereon. The operator can obtain the know-how of the target operation by reading the history information.

Process 211: Process 2 on the screen of FIG.
By clicking one of the icons (602a, 801 to 804) with the mouse in step 10, the process proceeds to step 211, and the document can be referred to by the application processing unit 102. In this case, since the responsible person and the operator are different, the process returns from the process 212 to the process 206, and the operator cannot update the document.

[0042]

According to the present invention, according to the work registered by the operator in the system, the system requests the operator to request the work and to confirm the work, and the operator responds to the request. The work history including the input information is registered, and the work history once registered can be searched and referenced. This makes it possible not only to automatically acquire the history of work through a system such as word processing, but also to acquire and accumulate the history of work that does not use the system, such as telephone calls and conferences. This has the effect of accumulating and utilizing the history of all the operations performed. In addition, it is possible for the operator to check the progress status and progress of each operation, and to prevent the operator from forgetting to perform the operation. Even if another operator other than the operator who has accumulated the work information can search and refer to the work information, the know-how concerning the work can be shared and used.

[Brief description of the drawings]

FIG. 1 is a functional configuration diagram according to an embodiment.

FIG. 2 is a main processing flowchart of the present embodiment.

FIG. 3 is a screen display example in processing 201 of FIG. 2;

FIG. 4 is a screen display example in a process 203 of FIG. 2;

FIG. 5 is a screen display example in a process 208 of FIG. 2;

FIG. 6 is a screen display example in processing 209 of FIG. 2;

FIG. 7 is a screen display example in processing 211 of FIG. 2;

FIG. 8 is a screen display example in a state where the work “HD repair” has progressed to some extent.

FIG. 9 is a content example of work information 110;

FIG. 10 is a screen display example in processing 204 and processing 201 in FIG. 2;

FIG. 11 is a screen display example in processing 205 in FIG. 2;

FIG. 12 is a screen display example in processing 216 in FIG. 2;

[Explanation of symbols]

101: user interface, 102: application processing unit, 103: application information, 104:
Work processing user interface, 105: work processing unit, 106: work setting unit, 107: work request unit, 10
8: work recording unit, 109: work search unit, 110: work information, 111: attribute information, 112: related information, 113: history information.

Claims (3)

[Claims] A system having an application processing unit, a storage unit for storing application information managed by the application processing unit, and a user interface for receiving an operation from an operator and presenting a processing result to the operator. This is a know-how accumulation and utilization system that uses, for each work, attribute information indicating the attribute of the work, related information indicating the application used in the work and application information, and a history of operations performed by the operator in the work. Storage means for storing work information including history information representing the following: work setting means for setting attribute information of work for which know-how is to be stored in the storage means; and specific information for the work set by the work setting means. Requesting means for requesting the operator for a specific task, and setting by the task setting means. For each of the work units, the related information relating to the application used by the operator and the history information indicating the history of the operation performed by the operator, including the information input by the operator in response to the request of the work request unit, Work recording means for recording in the storage means, work search means for searching for required work information from work information stored in the storage means, a work processing user interface for an operator to perform work processing, Through the user interface, the information on the work performed by the operator using the application processing unit can be stored in units of work, and the information on the work not using the application processing unit can be obtained from the operator. A know-how accumulation and utilization system characterized by being configured as described above. 2. The know-how accumulation and utilization system according to claim 1, wherein said work retrieval means retrieves the work information by another operator other than the operator who recorded the work information of the work, Know-how accumulation utilization system, wherein the user can refer to the work information. 3. A storage medium storing a program for realizing said work setting means, said work request means, said work recording means, said work search means, and said work processing user interface in the know-how accumulation utilization system of claim 1. .