JP2001331655A - Counter terminal device and method for evaluating operation capability of operator - Google Patents

Abstract

PROBLEM TO BE SOLVED: To objectively and equally evaluate the operation capability of an operator. SOLUTION: The card number of an operator who operates the device for each transaction, the execution of the transaction, the input start time and end time of the transaction, the number of input characters of each field in a transaction picture, the input start time and end time of each field, whether or not a transaction error occurs, etc., are stored as journal data of an operation history in a journal file 7; and the mean character input number, occupation time, transaction number, and error number per time are totalized for the operator to be evaluated from the journal data and the speediness, accuracy, good/bad matters, etc., of the operator are judged from the totalized data.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a counter terminal device used in a financial institution, and a method for evaluating the operability of an operator who operates this device.

[0002]

2. Description of the Related Art In a counter terminal device operated by an operator at a counter of a financial institution, a transaction history or the like is stored as journal data, and if a transaction trouble or a device failure occurs, the journal data is stored as needed. By analyzing the results, the cause of troubles and failures can be identified, but there is no quantitative method for evaluating the operability of the operator. Judgment etc. are evaluated.

[0003]

However, in the above-mentioned prior art, since the evaluation of the operability of the operator depends on the judgment of the manager, a considerable part becomes subjective and objective. There is a problem that evaluation is difficult. Accordingly, an object of the present invention is to solve such a problem.

[0004]

SUMMARY OF THE INVENTION Accordingly, the present invention relates to a teller terminal device operated by an operator at a counter of a financial institution, wherein the card reads an identifier for specifying an operator who operates the device from an operator card. Reading means, storage means for storing the identifier read by the card reading means together with the operation history of each transaction of the operator as journal data, counting means for counting the journal data of the operator to be evaluated, and counting by the counting means Output means for outputting a result.

[0005]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a counter terminal device according to the embodiment. In the figure, reference numeral 1 denotes a control unit main body, which is connected to a host computer of a center, which is a host device. The control unit main unit 1 includes a display 2, an ID card reader 3, a keyboard 4,
A passbook slip printer 5 and a cash handling machine (not shown) for depositing and withdrawing are connected to each other.

The control unit main body 1 has a storage means 6 such as a hard disk. The storage means 6 has a plurality of files, one of which is a journal file 7, and the contents operated by the counter terminal device for each transaction are journaled. The data is written and stored in the journal file 7 by the control unit as data. The journal data is read out as needed, is tabulated by a control unit having a function as a tabulation unit, and can be displayed on the display 2 as an output unit, and can be printed out on paper by the passbook slip printer 5. I have.

The ID card reader 3 is used as reading means for reading an identifier for specifying an operator from an ID card (operator card) individually held by the operator. FIG. 2 is an explanatory diagram showing journal data. The journal data includes common data and a plurality of field data.

The common data includes a transaction type D1 representing the type of transaction performed by the operator, a date D2 of the day, a screen input start time D3 in the transaction, a screen input end time D4,
Card number D of the ID card individually held by the operator
5. Serial number D6 of the journal given regardless of the type of transaction, transaction serial number D given for each type of transaction
7. The screen number D8 of the display screen used for the transaction is recorded.

Each field data is data when an operator inputs data into a plurality of fields for each display screen displayed on the display 2. More specifically, the number of input characters D9, and input to the field is started. Input start time D10, input end time D11 when input is completed,
And the inputted actual information D12 are recorded.

FIG. 3 is an explanatory view showing the contents of a table of the transaction type D1 in FIG. 2. In this table, data of ID card read, ID card release, transaction destination, transaction result, and error are recorded. The ID card read is data indicating that the operator has caused the ID card reader 3 to read the card, and the ID card is released when the operator uses the ID card reader 3 to interrupt or terminate use of the counter terminal device. Is the data indicating that the data is extracted.

The transaction destination is data indicating that data for the transaction is transmitted to the host computer of the center to execute the transaction, and the transaction result is data indicating that a response to the end of the process is received from the host computer. , Data indicating that an error has occurred in the transaction due to an operation error or the like by the operator. 4 and 5 are flowcharts showing a method for evaluating the operation ability of the operator who operates the financial terminal device having the above-described configuration. First, acquisition of journal data will be described with reference to FIG.

First, when an operator inserts an ID card into the ID card reader 3, the ID card reader 3
The number (identifier) of the D card is read, the terminal information device can be operated, and the initial screen is displayed on the display 2. Next, the operator makes a screen request by inputting the number of the screen to be traded using the keyboard 4 (S
1).

Thus, the control unit such as the CPU provided in the control unit main body 1 displays the transaction screen corresponding to the input screen number on the display 2 (S2). At this point, I of the transaction type D1
D card read, date D2, screen input start time D3, card number D5 read by the ID card reader, journal serial number D6, transaction serial number D7, screen number D8
Is recorded in the journal file 7 of the storage means 6 by the control unit as journal data.

Next, the operator uses the keyboard 4 to enter characters in the first field on the display screen (S).
3). At the same time as this input, the control unit records the input start time D10 as the first field data in the journal file 7 of the storage means 6. When the input of characters into the first field is completed, the operator moves the cursor to the second field (S4).

As a result, the input data of the first field is determined. Therefore, the number of input characters D9, the input end time D11, and the actually input character data D12
Are recorded in the journal file 7 by the control unit. At this time, the input start time D20 for the second field is also recorded in the journal file 7 as the next field data.

Next, the control unit checks whether or not an input has been made in the second field, that is, whether or not the operator has input a character in the second field (S5), and waits for a predetermined time (for example, 10 seconds). Seconds),
It is determined that the operator is performing a customer service or a chore other than the operation, and the input start time D20 of this field is determined.
Is deleted (S6).

Thereafter, the control unit waits for input of a character in the field (S7). If there is an input, the control unit acquires journal data again from the input start time. In other words, if the operator moves the cursor from the first field to the second field as described above and then enters a character after a certain period of time, the process returns to S3, and the input is performed when the first character is entered. The start time D20 is recorded in the journal file 7, and after the character is input in the same manner as in the first field, when the operator moves the cursor to the third field (S4), the input is made in the second field. The number of characters input, the input end time, and the input character data actually input are recorded in the journal file 7 by the control unit.

This operation is repeated up to the n-th field. When the input to all the fields is completed and the operator presses the completion key, the control unit records the screen input end time in the journal file 7 of the storage unit 6 (S8), and the recording of the journal data on the transaction screen ends. I do. When all the inputs in one transaction are completed, the control unit transmits the data input by the operator to the host computer, records the data indicating the transmission as the transaction destination of the transaction type D1, and further terminates the processing from the host computer. Is received, data indicating the reception is recorded as a transaction result of the transaction type D1.

When there is a transaction error due to an operator's operation error or the like, the error is recorded as the transaction type D1. Similarly, in other transaction screens, journal data is recorded in the journal file 7 of the storage means 6 according to the screen display for the operator and the field input by the operator.

The ID card release of the transaction type D1 is recorded by the control unit when the operator removes the ID card from the ID card reader 3. Next, the output of journal data for evaluating the operator's operation ability will be described with reference to FIG. First, the manager of the financial institution
The journal data relating to the operator to be evaluated is searched using the card number of the card as a key.

That is, when an administrator or the like inputs a card number using the keyboard 4, the control unit reads the journal data of the first transaction from the journal file 7 (S11). It is determined whether or not the number matches the card number input by the keyboard 4 (S12). And
If they do not match, the control unit reads the next one piece of journal data and determines whether the card numbers match.

In this way, the journal data relating to the operator to be evaluated is searched. If the card numbers match, the control unit extracts the number of characters D9 of the first field data in the journal data (S1).
3) Further, the control unit obtains the time required for input by subtracting the input start time D10 from the input end time D11 of the field data (S14), and divides the number of characters D9 by the time required for input to obtain an average. Calculate the number of character inputs (S
15).

After the calculation, the control unit checks whether there is field data in the transaction (S16).
The same processing as 13 to 15 is performed. By repeating such an operation for the number of fields, the average number of input characters for each field is obtained. When it is determined that there is no field data, the process returns to S1. This average number of input characters is the number of input characters per time.

Next, the control unit obtains the occupation time from the difference between the screen input start time and the screen input end time of the journal data (S17). The occupation time is the time required for one transaction and is used to judge the strengths and weaknesses of each transaction, and the obtained occupation time is added to a value already obtained. Next, the control unit checks the transaction type D1 of the journal data (S18), checks the presence / absence of data of the transaction destination, and adds the value to the already obtained value if any (S19). If there is no error, the control unit checks whether there is an error, and if there is, adds it to the value already obtained (S
20) In this way, the average number of input characters, the occupation time, the number of transactions, and the number of errors per transaction are obtained, added as necessary, and then the process returns to S11. Repeat until journal data.

The total number of entered characters, the occupied time, the number of transactions, and the number of errors are displayed on the display 2 by the control unit and printed on predetermined paper by the passbook slip printer 5 as necessary. Looking at these output data, the manager or the like quantitatively determines the promptness, accuracy, weakness, and the like of the operation of the operator.

According to the above-described embodiment, the journal data of the operation history when the operator executes a transaction is collected, and the journal data for each operator is totaled and output. When the manager evaluates the speed and accuracy of the operation, it is possible to quantitatively determine the advantages and disadvantages of the operations, and to objectively and fairly evaluate each operator.

Further, since the operator can confirm his / her own ability based on the journal data, it can be used for training a new operator. In the above-described embodiment, the window terminal device operated by the operator at the window of the financial institution has been described as an example. If the data is acquired as journal data, the operation status of the customer can be grasped, and this can be used for improving the man-machine interface, such as improvement of the operation method.

[0028]

As described above, according to the present invention, the journal data of the operation history at the time of execution of the transaction by the operator is obtained, and the journal data for each operator is totaled and output. The speed and accuracy of operation when managers evaluate the ability
It is possible to quantitatively judge the weaknesses of the advantages and to obtain an effect of objectively and fairly evaluating.

[Brief description of the drawings]

FIG. 1 is a block diagram showing a configuration of a counter terminal device according to an embodiment.

FIG. 2 is an explanatory diagram showing the contents of journal data.

FIG. 3 is an explanatory diagram showing a table of transaction types in journal data.

FIG. 4 is a flowchart showing the operation of the counter terminal device of FIG. 1;

FIG. 5 is a flowchart showing the operation of the counter terminal device of FIG. 1;

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 1 Control part main body 2 Display 3 ID card reader 4 Keyboard 5 Passbook slip printer 6 Hard disk 7 Journal file

Claims (3)

[Claims] 1. A counter terminal device operated by an operator at a counter of a financial institution, comprising: card reading means for reading an identifier for specifying an operator operating the device from an operator card; and card reading means for reading the identifier. Storage means for storing the identifier as the journal data together with the operation history for each transaction of the operator, totaling means for totalizing the journal data of the operator to be evaluated, and output means for outputting the totaling result of this totaling means. A contact terminal device. 2. An operation capability evaluation method for an operator who operates a counter terminal device of a financial institution, wherein an operation history for each transaction is stored as journal data in a storage means for each operator, and the corresponding operator is evaluated at the time of evaluation. The operator's operation ability is quantitatively determined by totalizing the journal data of the above. 3. The method according to claim 2, wherein, for each transaction, an identifier of an operator who has operated, execution of the transaction,
The input start time and end time in the transaction, the number of input characters for each field in the transaction screen, the input start time and the end time for each field, the presence or absence of a transaction error, etc. are stored in the storage means as journal data of the operation history, For each operator, the average number of input characters per time based on the number of input characters for each field, the input start time and end time for each field, the occupancy time of the device based on the input start time and end time in the transaction, An evaluation of the operator's operation ability, which aggregates the number of transactions based on execution and the number of errors based on whether or not a transaction error has occurred, and determines the speed, accuracy, and weaknesses of the operator's operation based on the aggregated data. Method.