JP2002074184A - Business support system, business support method and database - Google Patents

Abstract

(57) [Summary] [Problem] To clarify the processing related to work and the person in charge, etc. to shorten the processing time, and accumulate information such as experience and know-how to enable effective use. A plurality of user terminals are connected to a server via a network. The server includes a database that records information such as comments and attachments input from a plurality of persons in a searchable state. Each person in charge accesses the server from the terminal, searches for the shared information recorded in the database, and performs a series of processes related to the business by referring to the information of the target matter. In the business support system according to the present invention, each person in charge can return to the own processing state when the processing status is a processing state after the own processing. When the processing of each person in charge is completed, a notification mail is automatically sent to the related persons including each person in charge of processing.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a business support system, such as a claim processing system, for supporting a business in which a plurality of persons perform a series of processing while sharing information in a network environment. , A business support method, and a database storing records of claim processing.

[0002]

2. Description of the Related Art For example, work such as complaint processing for a product defect has conventionally been performed based on documents such as a complaint notice. That is, the claim processing is
The customer or trading company fills in the necessary information on the complaint notice and submits it to the company from which the defective product was purchased.
Based on the notice of the complaint, exchanges by telephone, facsimile, etc., investigation of the actual product, etc. were performed, and replies such as exchange of the actual product and refund of the price were made.

[0003] However, in the exchange of documents such as a complaint notice, various problems as described below have occurred due to the paper medium.

[0004] First, correction of entry errors and the like is troublesome.
Second, there is little entry space and it is not possible to record details of the exchange. Therefore, it is difficult to accumulate information such as experience and know-how, and it is not possible to grasp the entire claim case. Third, the customer takes longer to process the complaint than necessary due to reasons such as losing documents at the time of exchange, the investigation items for the complaint are not clear, the confirmation of the actual product takes a long time, and the approval takes a long time. Response is delayed, resulting in loss of customer confidence.

[0005]

SUMMARY OF THE INVENTION An object of the present invention is to solve the problems based on the above-mentioned prior art, to shorten the processing time by clarifying the processes and persons in charge of the work, and to reduce the processing time and experience. An object of the present invention is to provide a business support system, a business support method, and a database that can accumulate and effectively use information.

[0006]

In order to achieve the above object, the present invention provides a system for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment. A status management unit that manages which of the series of processes the status of the subject matter is to be performed, and each of the plurality of persons to be performed is specified by the status via the network. The present invention provides a business support system comprising: a process selecting unit that selects a process to be executed from the series of processes including a process before a process.

[0007] When the process selecting means selects a process prior to the process to be performed, after performing the selected process, the status management means changes the status of the target matter. It is preferable to change to a status in which the process next to the selected process should be performed.

Further, the present invention is a system for supporting a task of performing a series of processes while sharing information with a plurality of persons for each of a plurality of cases in a network environment. A person-in-charge management means for managing which of the plurality of persons is in a state to process each item, and a request from each of the plurality of persons through a network; There is provided a business support system characterized by having a target case selecting means for displaying a plurality of cases including a case in a state to be executed and enabling selection of a processing target case.

Further, the present invention is a method for supporting a task in which a plurality of persons perform a series of processes while sharing information in a network environment, wherein each of the plurality of persons comprises Provided is a business support method, wherein one process is selected from the series of processes including a process prior to a process to be performed specified by a status of a target matter and is performed, via a network. I do.

[0010] The present invention is also a system for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment, and records an execution history of the series of processes. A business support system, comprising: a history recording unit that performs the log processing; and a history display unit that provides a list display of the execution history to each of the plurality of persons in charge via a network.

Here, the list of the execution history includes a display of each of the executed processes and a next process designated at the time of the execution of each of the processes. Including display of a comment at the time of execution of the process, or further displaying at least one of a comment of the plurality of persons other than at the time of performing the series of processing and a comment of a related person other than the plurality of persons. It is preferred to include. Further, it is preferable that the list display of the execution history includes a display of an item changed at the time of execution of each of the predetermined fixed items determined by the execution of the series of processes.

Also, the present invention is a system for supporting a task of performing a series of processes while sharing information with a plurality of persons in a network environment. An information providing means for providing the shared information shared by the plurality of persons through the network; and a processing comment at the time of performing the series of processings of the plurality of persons received through the network, and added to the shared information. A comment adding unit, wherein the information providing unit has a display unit for separately displaying an input column for the predetermined person to input a predetermined fixed item by the person in charge and a comment column for displaying the comment. Provide a business support system with features.

Here, the comment adding means further comprises:
It is preferable that at least one of the unprocessed comment of the plurality of persons in charge other than at the time of performing the series of processing and the comment of a related person of a person other than the person in charge is received and added to the shared information. Further, it is preferable that the display unit displays only a part of the comment to a part of the plurality of persons in charge.

Further, the present invention is a method for supporting a task in which a plurality of persons carry out a series of processes while sharing information in a network environment, wherein each of the plurality of persons comprises: Create a comment at the time of each of the series of processing, and add to the information to be shared,
A task support method is provided in which a notification including the comment is sent to a person in charge of the next process through a network.

Here, the notification including the comment is sent to at least a part of the plurality of persons other than the next person in charge, or further to a related person other than the plurality of persons in charge. Is preferred. Further, it is preferable to notify a part of the plurality of persons in charge without including a comment.

Further, the present invention is a system for supporting a task of performing a series of processes while sharing information with a plurality of persons for each of a plurality of cases in a network environment, A creation unit that creates a record of the execution result of the series of processes for a predetermined fixed item, and creates a record of the execution history of the series of processes, and after completion of the series of processes for each of the plurality of cases, Recording means for holding a record of the execution result and the execution history;
There is provided a business support system comprising a search unit for searching for a record of the execution result and the execution history in the recording unit.

Further, the present invention is a method for supporting a task of performing a series of processes while sharing information with a plurality of persons for each of a plurality of cases in a network environment, The execution result of the series of processes for a predetermined fixed item is recorded, and the execution history of the series of processes is recorded. After the completion of the series of processes for each of the plurality of cases, the execution result and the execution history are recorded. There is provided a business support method characterized by holding a record in a recording device in a searchable state.

Here, it is preferable that the record of the execution history includes a record of a comment at the time of execution of the series of processes of the plurality of persons in charge. In addition, it is preferable that the record of the execution history further includes at least one record of a comment of the plurality of persons other than when the series of processes is performed and a comment of a related person other than the plurality of persons. . Also,
After completion of the series of processes, it is preferable that change of the record of the execution result is prohibited, and addition of the record of the comment is permitted. Preferably, the task is a task of creating a response to a complaint from a customer, and the execution result is a response to the customer.

Further, the present invention is a database storing records of complaint processing from a customer, wherein a record of a reply to the customer and a series of processes performed by a plurality of persons in order to prepare the reply are performed. There is provided a database storing a history record.

[0020]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, a business support system, a business support method and a database according to the present invention will be described in detail based on preferred embodiments shown in the attached drawings.

FIG. 1 is a schematic diagram showing the configuration of an embodiment of a business support system according to the present invention. Terminals 12a and 12b of external users and internal users are connected to a server 16 having a database 26 for recording various information and having various programs via a network such as the Internet, an intranet, and a group net.
The database 26 holds information on various cases to be processed, and the information is provided to each user as shared information. Many of the information providing means for providing shared information and other various means which are constituent elements of the present invention are realized by programs in the server 16. The terminals 12a and 12b have browser software, and use various programs of the server 16, that is, various means of the present invention, through a network. Instead of using the browser software, a display program or the like may be provided in the terminals 12a and 12b to display various information provided from the server 16. In that case, a part of various means of the present invention, for example, a display means is realized by a program in the terminals 12a and 12b.

The certificate authority 14 has a database (DB) 18 of user information, and the server 16 has a claim database 20 for recording information relating to claim processing operations, a collection database 22 for recording information relating to collection operations, and an enclosed document. An enclosed document database 24 is provided. The illustrated business support system 10 is an example of a complaint processing system that supports complaint processing.
The respective components are mutually connected through a communication network such as the Internet 28, an intranet 30, or a group net to form a network environment. In the example of the claim processing system, the external user is a user such as a customer or a trading company who makes a claim for a product defect and requests an answer. Internal users
In response to a complaint from an external user,
After the survey, they are the users of the companies that respond. Depending on the size and organization of the company, the group companies may work together. In that case, the in-house user includes a user of the group company.

In the example of FIG. 1, the database 26 is divided into a claim database 20, a takeover database 22, and an enclosed document database 24. However, the configuration of the database 26 may be determined as appropriate according to the type of task and the amount of information to be processed. The configuration of the server 16 may be appropriately determined in accordance with the type and amount of work to be performed.

In the business support system 10, an external user, such as a general trading company, uses the terminal
The server 16 is accessed via the certificate authority 14 via the server 8. At this time, the user is required to enter a user ID (identification number) and a password, and is authenticated by the certificate authority 14 based on the user information database 18, and only the authenticated user can use the business support system 10. it can.
In-house users are also required to enter a user ID (identification number) and password.

After the completion of the authentication, the external user enters the terminal 12a
Various kinds of claims / takeover programs stored in the server 16 are executed through the browser software. That is, the external user accesses the claim database 20, the takeover database 22, and the enclosed document database 24 of the server 16 from the terminal 12a.

On the other hand, the in-house user executes various complaint / takeover programs stored in the server 16 through the browser software of the terminal 12b.
From the claims database 20, the receipt database 22, and the enclosed document database 24 of the server 16.
To access.

Using the business support system 10, a plurality of users can execute a series of processes while sharing information under a network environment. For example, in the case of claim processing, a plurality of users such as external users, internal users, group company users, etc., share information in the claims database 20, the takeover database 22, the enclosed document database 24, and the like. , A series of processing for claim processing is performed.

Next, a series of claims processing using the business support system 10 will be described with reference to the flowchart shown in FIG. 2, taking the case of the above-mentioned claim processing system as an example. The following embodiment shows a state after the above-mentioned authentication by the certificate authority 14 is normally completed. For example, a case where an in-house user accesses the server 16 from the terminal 12b via the intranet 30 will be described as an example. Explanation will be given.

FIG. 3 is a schematic diagram of an embodiment of a search screen which is an initial menu screen of the claim processing system. A new button, a search button, and the like are arranged at the center of the search screen, and input fields for various search conditions are arranged below the new button and the search button.

In the claim processing system, as shown in the flowchart of FIG.
A series of processes such as negotiation, answer, decision, and taking over are performed. However, as shown in FIG. 2, a part of a series of processes may be omitted depending on the case. Further, as described later, each processing may be further divided into a plurality of steps, and the steps may be different depending on the case. Further, processing including return such as withdrawal and return may be performed. A, B, C,
The symbols D and E represent these omissions and step changes.

First, a defect complaint (S1) is made by, for example, newly registering a defect complaint by a customer or a trading company or the like who has been notified of the problem from the customer. For example, on the search screen shown in FIG. 3, by clicking the above-mentioned new button with a mouse or the like (hereinafter simply referred to as “click”), an input screen for a new defect report is displayed in the browser software of the terminal 12a. New registration of a defect complaint is performed by setting (inputting) and registering various types of information on a new registration input screen.

FIG. 4 is a schematic diagram of an embodiment of an input screen for new registration of a defect complaint. The input screen for new registration is
It is equivalent to a conventional claim notice, and a part thereof is displayed in a display window of the browser software.
The user can scroll the screen display up and down with a scroll bar or the like at the right end to display a desired portion.

On the input screen for new registration, the registrant of the complaint enters necessary information in the input fields of fixed items required for complaint processing, which are displayed in the head information and complaint fields. It is also possible to input a comment in the comment input field as comment information, and to specify in the attached document field a document to which an image data or the like of the actual product having the defect is attached as an enclosed document. Also,
Click the browse button on the right side of each sales representative specified in the registration (approval) instruction column, and specify the sales representative of the item from the sales representative list displayed in the pull-down menu. Thereafter, by clicking a confirmation button in a registration (approval) instruction column, the input information is sent to the server 16 and recorded in the database 26.
Then, the status management means of the present invention constituted by the program in the server 16 indicates that the status is to perform the sales representative acceptance necessity planning process, which is the next process of the complaint. By the person in charge managing means of the present invention constituted by a program,
It is set that the clerk entered in 'sales rep' on the input screen should be implemented. It is also possible to configure the status management means as having the function of the person in charge management means.

As will be described later, a screen that is substantially the same as the screen shown in FIG. 4 is displayed in each of the series of processes shown in FIG. Is input. Therefore, the input screen of FIG. 4 includes items that cannot be input at the time of complaint. For example, in the head information section, 'Receiver' in the head, enter the amount of compensation desired by the complainant, but 'Payment' is the amount of compensation determined after conducting necessary investigations and negotiations. Fill out. Therefore, at the stage of new matter registration, 'payment amount' is displayed as an item, but cannot be entered.

In the case where a complaint is made, for example, from overseas, a sales representative, a technical support representative, or the like may perform proxy registration. In this case, a document indicating the allegation of a defect from the trading company or the customer is attached in the form of electronic data, or the document No. To fill in. In addition, the claim No. Are automatically issued at the same time as the filing of the filing. A notification email is automatically sent to the designated sales representative at the same time as the registration of the defect report is completed. At the same time, an e-mail for self-notification is automatically sent to the customer who made the claim or the person in charge of the trading company. If you have registered by proxy, a self-notification email will be sent to both the sales or technical support representative who performed the proxy registration and the customer or the representative of the trading company who entered the 'Trading company' contact name 'on the input screen. Automatically sent. Note that these mails can be transmitted by a program in the server 16, or can be transmitted using mail software outside the business processing system 10.

Here, FIG. 6 shows a schematic diagram of an embodiment of the notification mail. As shown in the figure, the notification mail is, for example, based on the input screen for the new registration of a defect complaint and the various information set on the input screen for the various information described later, the complaint number. , Product type, status (processing progress, that is, which process in a series of processes as shown in FIG. 2 is to be executed next), a person in charge of processing, comment contents, etc. The complaint processing system extracts necessary information and automatically creates the necessary information, and automatically transmits the information to related persons including each processing person using an e-mail system.

The "intranet" and "internet" shown at the lower part of the notification mail are used for displaying a search screen, which is an initial menu screen of the claim processing system, by using browser software on the terminal side.
RL (Uniform Resource Locator). For outside users, only the URL for the Internet is displayed, and for in-house users and group company users, both the URLs for the intranet and the Internet are displayed.

Subsequently, in the case of the present embodiment, the reception (S2) is performed in two steps: planning of the necessity of reception by the salesperson and determination of the necessity of reception by the sales G (group) manager.

The sales person recognizes the occurrence of the defect complaint by the notification mail automatically transmitted upon completion of the registration of the defect complaint. Then, the URL for intranet described in the notification mail is clicked with a mouse or the like, or a bookmark is referred to, a search screen is displayed on the browser software, and the content of the notification mail is referred to with reference to the contents described in the notification mail. Set search conditions such as, and click the search button to search for Items that match the search conditions.

FIG. 7 is a schematic diagram of an embodiment of a claim search result screen. The figure shows the claim search result screen for the sales department personnel. In the upper column, in order from the left, a reference button, a new button for new registration, and a claim correction button for claim processing A down button, a charge planning button for business reception processing, a G length determination button, and the like are arranged in the order of the claims processing. Each person in charge of processing can use only the processing button highlighted. Also,
FIG. 7 is a search result screen common to sales departments.
In the business settlement process, the answer for the sales representative Kawatetsu, the G-house decision (group manager's decision), and the manager's decision are all highlighted. However, the processing that can be actually selected differs depending on whether the person who intends to perform the processing is the person in charge, the group manager, or the manager.

In the lower part of the figure, a list of complaint cases that match the search conditions set on the search screen is displayed in a list form, and at the left end of each complaint case, a case to be processed is specified. A radio button for (selection) is provided. For each case, claim N
o. , Factory, product type, sales group, trading company, customer, reimbursement amount, status, elapsed days, person in charge, agent, defect, and payment amount are displayed. The status is
This is the status of each case managed by the status management means of the present invention, which is configured by a program in the server 16. The number of elapsed days is the number of days that have been in the same status from when the previous process was registered until the present. By displaying the number of elapsed days in a list, for example, the sales group manager can grasp the longest elapsed days among the group member's cases and give attention. It is also possible to automatically send a notification e-mail to a person in charge of a case that has reached a certain number of days or more. The person in charge is a person in charge of performing the next process for each case, which is configured by a program in the server 16 and managed by the person in charge management unit of the present invention. The agent is a person who performs processing on behalf of the person in charge when he / she is absent, and is designated by the person in charge as necessary. In the illustrated example, the payment amount is displayed for all cases, but is actually input at the time of drafting a salesperson answer in the business decision processing. The person in charge of the sales department clicks on the radio button of the matter to be processed and selects it. By clicking on one of the processing buttons arranged and highlighted in the upper column, the same applies to the server 16. A target case to be processed is selected by a target case selection unit of the present invention constituted by a program, and similarly, a process is selected by a process selection unit constituted by a program in the server 16. Then, the authority of the sales rep for the target case is checked, and if the sales person has the authority for the selected case and the process, the desired process is started. If the person in charge has no authority, a warning is displayed.

In the lower part of the figure, for example, not only the cases that can be processed by the sales department staff (processing cases), but a list of cases that match the search conditions set on the search screen are displayed. Is displayed. Among them, there may be cases where the status is not the status processed by the sales person. In some cases, a series of processes up to the reply to the registrant has already been completed, and there are cases where there is no process to be performed. Even if the salesperson is in the status to process, there may be cases where another salesperson is designated. Except for the pull-back processing described later, no processing can be performed on such a case. However, even if it is such a case that you cannot process, specify the list of complaint cases by radio button, click the browse button, and freely select the contents including comments and attachments. Can be referred to.
As described above, in the present embodiment, it is possible to perform a search including cases that are not in charge of oneself and completed cases, refer to them, and process the case in charge based on comprehensive judgment.

The sales rep is in the status of the necessity of necessity of the sales representative from the complaint cases listed on the claim search result screen, that is, in the state where the sales representative should make the necessity of the necessity. Select a matter to be processed, and click the button for planning a sales reception process. Then, a screen of the business reception necessity planning process as shown in FIG. 8 is displayed in the display window of the browser software. The processing screen of FIG. 8 is divided into an upper column and a lower column. By dragging the frame frame between the upper column and the lower column up and down with a mouse or the like, the ratio of the display area of the upper column and the lower column can be freely changed. In each of the upper column and the lower column, a desired portion can be displayed by scrolling the screen display up and down with a scroll bar.

In the upper column, a part of the screen substantially the same as that shown in FIG. 4 is displayed. An example is shown in FIG. The information entered at the time of new matter registration is displayed as it is in the fields of head information and claim details. On the other hand, the salesperson can additionally enter new content or overwrite correction content. In the comment information column, the information of the comment or the attached material input by the complainant at the time of registration of a new case is deleted and displayed in a blank state. So the sales rep can see
You can write your own comments and attach attachments when doing the processing. On the other hand, in the lower column, information of comments and attached materials input by the complainant when registering a new case is displayed. At this stage, only the information of the comment at the time of registration of a new case is shown. However, as the series of processes shown in FIG. 2 progresses, the information of the comments entered by each person in charge at the time of performing each process is sequentially added by the comment adding means constituted by the program in the server 16, and The columns are displayed in chronological order. As a result, in the lower column, as shown in FIGS. 13 and 14 which will be described later, a list of the histories of the processes performed in the past on the case is displayed. In this sense, the lower column is called a history display column. On the other hand, in the upper column, for fixed items required for claim processing, information input in the course of processing performed so far is displayed and used for newly inputting. . It is also used to enter comments from processing personnel. In this sense, the upper column is called an input column. As described above, when correcting the content entered in the input field, the content is overwritten. Therefore, the result of the accumulation of the processes performed so far is displayed in the input field. Then, as described above, the final result is displayed in the input column when the series of processes in FIG. 2 is completed,
This is the answer to the complainant.

In this embodiment, the record of the processing history is created by sequentially adding the comments for each processing by the comment adding means.
In this sense, the comment adding means also serves as the history recording means of the present invention. The subject of the information actually displayed in the history display column is a comment, and in this sense, the history display column can be called a comment column. However, it is not always essential that the history record include comment information. Needless to say, the object to which the comment adding means actually adds the comment information is the database 26. The recording of the information is performed by the history display means of the present invention constituted by a program in the server 16 as shown in FIG.
3 and a list display as shown in FIG.
a and 12b are displayed in the display window of the browser software.

On the other hand, the input field is created by extracting information on the target matter held in the database 26 and displaying the information on a format prepared in advance.
Then, the display unit of the present invention configured by the program of the server 16 configures an input column and a comment column as separate displays. Then, by using this display means through the browser software, a part thereof is displayed in the display window of the browser software of the terminals 12a and 12b as shown in FIG. The sales representative who makes the decision on the necessity of accepting the complaint examines the contents of the defect complaint displayed in the input column together with the comment displayed in the history display column, and asks the sales G manager whether it is necessary to accept the case. Make a plan.

If the information entered by the registrant of the defect complaint is insufficient, the sales representative may write the fact in the comment entry field and send it back to the registrant of the defect complaint. You may enter it yourself. If the case is not within his / her area of responsibility, a correct salesperson is designated and registered, or the fact is entered in the comment box and returned to the registrant of the defect. When a correct sales person is specified again, a notification mail is automatically sent to the specified sales person. As shown in FIG. 5, in addition to "turn to next person (approve)" and "register but hold" displayed in FIG. 4 in the registration instruction column, "return (reject)""Radio button is added together with an input field for the status to be sent back. A return is made using this radio button and the entry field. That is, in the case of sending back, the next process to be performed is specified by the pull-down menu in the entry column. The next process is automatically specified when the message is sent to the next person. On the other hand, if you want to re-specify the salesperson, "register but suspend"
Use the radio button.

Regarding the necessity of acceptance, see A.I. B. dismiss as not our responsibility; C. processing by money processing without conducting technical investigation. Select from the three types of technical surveys, and enter the basis for the determination in the comment entry field. This selection corresponds to A, B, and C in the upper part of FIG. For this selection, a pull-down menu of “sales acceptance judgment” is prepared on the right side of the comment column. FIG. 5 shows “management primary judgment”, “management secondary judgment”, “management necessity of approval of manager”,
The column of "factor (for management only)" is also displayed, but these are for selecting the judgment in the subsequent processing, and cannot be selected at this stage. The sales person also needs the sales G manager, primary judgment person, secondary judgment person, management office manager, and sales manager who will be in charge of the project by specifying each person in the registration (approval) instruction column. Is clicked, and the confirmation button at the bottom of the input field is clicked to register the acceptance necessity determination planning process. Then, the input information is sent from the terminal 12b to the server 16 via the network, and the information of the case in the database 26 is updated. Then, the status management means changes the status of the case to the next processing, that is, the status to determine the sales G manager, and the person in charge management means changes the person to perform the next processing to the sales G manager. Is done. The information entered in the comment information part of the input field,
The comment is taken out by the comment adding means, and is additionally recorded in the database as a comment at the time of performing the process. At the same time as the registration of the necessity decision plan is completed,
The notification email is automatically sent to the manager. At the same time, an e-mail for self-notification is automatically sent to the salesperson.

Subsequently, the sales G manager receives the notification mail automatically transmitted at the same time as the registration of the necessity determination plan, and similarly displays the reception necessity G length determination processing screen of the case to be processed in the display window of the browser software. (Hereinafter simply referred to as “open”), and it is determined whether or not it is necessary to accept the complaint. The reception necessity G length determination processing screen also has basically the same configuration as the reception necessity necessity planning screen shown in FIG. The head information and complaint details column in the upper input column display information on the processing result up to the stage entered by the registrant and the sales representative. The comment information column is blank, and the sales G Can enter comments during processing. The history display field (comment) on the lower side is a time-series history in which the information of the comment input by the sales representative is added after (below) the information of the comment input by the registrant of the defect report. Listed in

The same applies to the screens used in the following processing. An input field for displaying the result of the processing up to that time and a comment of the person in charge is provided, and a history display field for displaying a list of the processing histories up to that point ( Comment column).

If the information entered by the salesperson is insufficient, the information may be entered in the comment entry field in the upper column of the reference screen and returned to the salesperson, or the missing items may be returned to the salesperson. The G chief may investigate and input by himself. In addition, if the sales G manager determines that the primary judge, management office manager, and sales manager specified by the sales manager are inappropriate, he / she writes it in the comment box and returns it to the sales manager. May be changed or may be changed by oneself.

The determination of the necessity of acceptance may be made by examining the proposal of necessity of necessity prepared by the sales representative, and the proposal of necessity of acceptance may be adopted as it is, or the above-mentioned necessity may be repeated. A. Dismiss as not our responsibility,
B. C. processing by money processing without conducting technical investigation. Select from the three types of technical surveys, and enter them in the comment box along with the basis for the judgment. Upon completion of registration of acceptance necessity judgment (clicking the confirmation button at the bottom of the input field),
Notification emails are automatically sent to sales representatives. At the same time, an e-mail for self-notification is automatically sent to the sales G manager.

The determination of the necessity of reception is made according to A. Dismiss it as not our responsibility, or If the processing is performed by money processing without conducting a technical investigation, a notification mail is automatically sent to the designated manager at the same time as the registration of the necessity of acceptance is completed, and the processing proceeds to negotiation described later. . C.I. If you choose to conduct a technical survey,
A notification e-mail is also automatically sent to the designated primary judge, and the process proceeds to the next investigation.

Subsequently, in the case of the present embodiment, the investigation (S3) is performed in three steps: one step only for the primary judgment by the management section (technical support section), the primary judgment and the secondary judgment, and the approval by the management section manager, or This is performed in four steps including approval by the manager.

The person in charge of the primary judgment receives the notification e-mail automatically transmitted at the same time as the registration of the necessity of acceptance, and in the same manner as in the case of the above-mentioned sales department, as shown in FIG. Display the claim search result screen.
The claim search result screen for the manager in charge of the management department and the claim search result screen for the person in charge of the sales department differ only in the position of the highlighted processing button. All other parts are the same. It is.

After displaying the claim search result screen for the person in charge of the management section, the primary judgment clerk opens the primary judgment processing screen of the matter to be processed, and displays information attached as an enclosed document such as image data, Based on the comment information of the trading company and the business, etc., a primary determination is made on the cause of the problem (S31). If the matter is not in his / her area of responsibility, the person in charge of primary judgment re-designates the correct person in charge of the management department, or writes that fact in the comment box and sends it back to the sales manager.

Also, the primary judge is, if necessary,
It is also possible to go to the site to check the actual product in which the problem has occurred, or return the matter to a sales representative or a trading company and request a re-investigation. Then, the person in charge of the primary judgment determines, as a result of the investigation of the case, A.I. Clearly not our responsibility, Take over, C. Request local debris,
D. E. Deliver substitutes. Either conduct a secondary survey,
Alternatively, two or more of A to E are selected and determined. These choices correspond to AE at the bottom of FIG.

At the same time as the registration of the primary judgment is completed (the confirmation button is clicked), a notification mail is automatically sent to the salesperson, the person in charge of the primary judgment and the manager of the management room. In addition, as a survey result, A. Clearly not our responsibility, Take over, C. D. requesting on-site scrapping; If any of delivery of substitutes is selected, the process proceeds to negotiation described later. On the other hand, E.I. If you choose to conduct a secondary survey,
The primary judge designates a secondary judge, and a notification mail is also sent to the secondary judge.

The person in charge of the secondary judgment receives the notification mail automatically transmitted at the same time as the completion of the registration of the primary judgment, similarly opens the secondary processing screen of the case concerned, and makes the secondary judgment of the cause of the failure (S32). . And A. Clearly not our responsibility, Cannot judge, C. D. It is our responsibility. On-site scrapping, E. Determining substitute delivery or selecting multiple combinations. Upon completion of the registration of the secondary judgment (clicking the confirmation button), a notification mail is automatically sent to the salesperson, the next person in charge, the manager of the management room, and the person in charge of the secondary judgment.

The control room manager receives the notification mail automatically transmitted at the same time as the completion of the registration of the secondary judgment, opens the management room manager approval processing screen for the case in question, and also obtains information attached as enclosed documents such as image data, trading company , Comprehensively judge the exchanges made between the sales department and the management department, and approve the investigation result of the cause of the failure. Upon approval completion (clicking the confirmation button), a notification mail is automatically sent to the salesperson, the secondary judgment person, the quality assurance office manager, and the management office manager. If approval of the manager is required, a notification mail is automatically sent to the manager in charge as the next person in charge.
Whether or not the approval of the management director is required may be determined according to the importance of the case, for example, the amount of compensation requested. You may decide at the discretion of the management office manager.

The manager receives the notification mail automatically transmitted upon completion of the approval by the manager, opens the manager's processing screen for the case in question, and approves the result of the investigation of the cause of the failure in the same manner as the manager. Similarly, upon completion of the approval (click of the confirmation button), a notification mail is automatically sent to the next person in charge, the sales person in charge, the secondary judgment person, the manager of the management office, the manager of the quality assurance office, and the manager of the management department. The Manager of the Management Office and the Manager of the Management Department shall, if necessary,
The processing may be sent back to one of the trading company, the sales department, and the management department to request an investigation.

Here, when the status of the case is such that the process after the process of the case is to be carried out, each processing staff can return the case to its own processing state. In the present invention, this function is called pullback. This pullback function is used, for example, when a trading company or the like adds or corrects information on the status of occurrence of a defect. In addition,
In the present invention, returning a case to a processing state prior to its own processing due to, for example, a failure to approve the withdrawal is referred to as remanding.

For example, if the processing state is progressing up to the primary judgment of the management department, the trading company, the sales person in charge, the sales G manager, etc. prior to the primary judgment can be processed from the claim search result screen. Is selected by clicking on a process button corresponding to the process of each person in charge.

FIG. 10 is a schematic diagram of an embodiment of a claim search result screen. The figure is a claim search result screen for a trading company. On the upper side, a reference button, a new button for new registration, a claim correction button for claim processing, a claim withdrawal button, and the like are arranged in order from the left side. Have been. For example, a registrant of a defect complaint, such as a customer or a trading company, can return the processing state at any time to correct or cancel the content of the registered defect complaint.

When the pull-back function is used, a screen for executing the processing of the person in charge using the pull-down function is opened for the target matter. It can also be considered that the status has temporarily changed to the status of executing the process of the person in charge who has pulled back. After registering the pullback process, the matter becomes a status in which the next process should be performed. The processing after the retraction is performed normally from the retraction stage.

For example, if the person in charge of the trading company returns to the correction of the petition and performs the processing, the status of the subsequent case changes to the next processing of the correction of the petition, that is, the necessity of acceptance by the sales representative. I do. In this embodiment, such a pull-back process can be performed at any time while the status of the case is in the business reception process or the management department determination.
If necessary, the pull-back process can be repeated a plurality of times. However, after proceeding with the business settlement process,
After initiating negotiations with a customer or trading company, no withdrawal is possible. In this case, if necessary, the sales representative as the answer planner returns the case to, for example, the status of the claim correction, and thereafter, the claim registrant performs the correction process.

When the pull-back is performed, the processing once completed is repeated again. Therefore, in order to prevent an erroneous operation when the processing button is clicked by mistake, as shown in FIG. 11, it is preferable to warn that pullback is performed after the processing button is clicked. On the warning screen in the illustrated example, if OK is clicked, the pullback is executed, and if Cancel is clicked, the pullback is canceled and the screen returns to the original claim search result screen.

Also, to the person who has already performed the processing in the range that has been withdrawn, that is, the person who needs to perform the processing once performed, an e-mail notifying that the withdrawal has been performed is sent. It is preferred to ship automatically and prevent confusion. Specifically, for example, if a case that has been completed up to the primary management decision is returned to the claim correction, the claim correction process is registered, and at the same time, the next salesperson and the claim In addition to the e-mail to the registrant, a notification e-mail is automatically transmitted to the sales G manager and the person in charge of the primary management decision.

After the investigation is completed, the claim process proceeds to a business decision process, in which negotiation, answer, and decision processes are performed, and if necessary, a collection process is performed.

First, the salesperson receives the notification mail automatically transmitted at the same time as the completion of the registration of the money processing by the sales G manager or the completion of the registration of the investigation judgment by the management department, and starts negotiations with the customer or the trading company. . In this embodiment, the negotiation business itself is not performed on this claim processing system, and only the part that needs to be progressed is recorded as a comment at the time of drafting the next answer draft. The processing may be performed on the processing system.

Next, the sales representative creates a response to the case to be processed based on the result of the negotiation with the customer or the trading company. In other words, as described above, select the case to be processed from the claim search result screen for the sales person in charge, open the answer planning process screen, and enter or overwrite the payment amount in the head information column. Enter the basis of the amount and supplementary information in the comment entry column. If necessary, prepare a separate report and attach it. At the same time as the sales representative has registered the proposed answer (click the confirmation button)
A notification mail is automatically sent to the designated sales manager and the sales representative.

The sales G manager receives the notification mail automatically transmitted upon completion of the registration of the answer plan by the sales representative,
Approve the matter. At the same time that the sales G manager completes the decision (clicks the confirmation button), the sales representative,
The notification mail is automatically sent to the manager of the management department (only when approved by the manager of the management department), the manager of the quality assurance office, and the manager of the sales G itself. If the decision of the sales manager is unnecessary, the complaint processing is completed as described above, and the status of the case changes to “Trading company response” meaning completion. On the other hand, when the approval of the sales manager is required, for example, when the monetary processing amount is a certain amount or more, the status of the case changes to the approval of the sales manager, and the sales manager becomes the next person in charge. Then, the notification mail is also automatically transmitted to the sales manager.

The sales manager receives the notification mail automatically transmitted at the same time as the completion of the decision by the sales G manager, and makes a decision on the matter. At the same time that the sales manager completes the decision (clicks the confirmation button), the sales representative, the sales G manager, the management office manager,
A notification mail is automatically sent to the manager of the management department (only if approved by the manager of the management department), the manager of the quality assurance office, and the manager of the sales department. For example, for important matters selected from the viewpoint of monetary value and other matters, a notice mail should also be sent automatically to Audit & Supervisory Board members and officers, for example, when the final decision by the sales manager or sales manager has been completed. Is possible.

As described above, at the time of registration of each process, a notification mail is automatically transmitted to at least the person in charge of the process and the person in charge of the next process. Notification emails to yourself
This is effective for checking the operation of the system and for checking for errors. The notification email to the next contact will be
This is effective for speeding up processing. In particular, as shown in FIG. 6, by receiving an email including a comment created in each process together with information for identifying a case, the next person in charge can open a processing screen or an inquiry screen without opening the processing screen or the inquiry screen. It is possible to instantly grasp the outline of the processing state of the matter, the degree of urgency, and the like. Also, depending on the processing, a notification mail is sent to a person other than the next person in charge. For example, in the case of the approval of the management room manager, the person in charge of the secondary judgment is also notified, and when the withdrawal is performed, a notification e-mail is sent to the person who has already performed the processing of the withdrawn area Is done. By sharing information between persons in charge using the notification mail in this way, smooth processing is possible. As described above, the person in charge can search and refer to cases and check the status of cases that are not in the status to be processed by him. However, if you use the notification email,
Information sharing can be ensured without the need for active search / inquiry work. On the other hand, it is also possible to concentrate information on a specific person and play a role of managing a plurality of cases as a whole. For example, in each of the above processes,
The manager is the supervisor who monitors the processing of the complaint case. In each process after the necessity of acceptance by the sales manager, when the notification mail is sent to each person in charge, the manager is always notified. Email is sent automatically.

The manager may be the person in charge of processing depending on the case, or may not be the person in charge. Further, the quality assurance office manager to whom a notification mail is sent in the processing after the approval of the management office manager does not become the person in charge of the processing for any matter. However, depending on the nature of the case, it may be necessary to consider the measures in a timely manner, seeking the participation of the Quality Assurance Office Manager who is responsible for the quality assurance of the company's products. In such a case, it is useful to notify the quality assurance office manager who is other than the person in charge. In addition, if the quality assurance office manager who receives the notification determines that it is necessary, an additional comment described later can be added to the case. Auditors and officers are not responsible, but for important matters, it is preferable to receive a notification email containing comments and grasp the outline. Of course, in some cases, it is also possible to make an additional comment or request an explanation from the person in charge.

As described above, in this embodiment, in addition to the person in charge of the series of processes, a notification mail is sent to a related person other than the person in charge at the time of a specific process. The user of the claim processing system according to the present embodiment can search and refer to the matter and know the contents thereof even without notification. In this sense,
Even without a notification email, information is disclosed and shared to anyone other than the person in charge of each case, but the notification email ensures that necessary information is shared.

When the final decision is made by the sales manager or the sales manager, a notification mail is automatically sent to the customer or the trading company. Then, the final answer to the complaint is made based on the answer draft decided by the sales manager or the sales manager. It should be noted that since the comment created in each process is for internal use, it is preferable not to include comment information in the notification mail to the customer or the trading company. Alternatively, a portion for entering a comment for the inside and a portion for entering a comment for the outside can be provided in the input field of the answer draft processing screen, and only the comment for the outside can be included in the notification mail to the trading company. When the customer or the trading company receiving the notification mail refers to the case, the input field is the final response itself as described above, and can be referred to as it is. However, since the comment section includes information on comments created for the company as described above,
It is not preferable to be able to refer as it is. It is preferable not to display at all, or to display only the above-mentioned comments for the outside.

It should be noted that the notification mail may be automatically sent to the customer or the trading company not only at the end of the decision but also at the time of registering each of the other processes or some of the main processes. Even without the notification email, the customer or the person in charge of the trading company can search and refer to the company's case and check the progress. However, by sending the notification mail, it is possible to grasp the progress of the case without performing an active search / reference operation, and it is possible to improve customer satisfaction. In addition, as described above, it is preferable that the notification e-mail to the customer or the trading company does not include the comment created for the company.

The pick-up of a defective product is determined by the primary judge or by negotiation between a sales rep and a customer or trading company. Collection No. Is automatically issued at the same time as the registration of the takeover process, and is notified to the registrant by e-mail. In the present embodiment, the take-back process itself is not performed on this claim processing system, and only the important part of the process is recorded as a comment.
However, the database described later also stores records of the results of collection and history. Therefore, claim no.
Is also transcribed to the screen of the takeover process, so that it can be associated with the record of the claim process.

The above-mentioned additional comment function is a function for adding a comment or an attached document to a claim case, regardless of whether the target claim case is being processed or after the process is completed. Available whether or not you are a processor. For example, during the processing of a claim case from one customer, information is added to another claim case from the same customer, and after the processing is completed, information on the cause of the defect investigation and information on newly adopted recurrence prevention measures, etc. Can be added. Further, for example, a customer or a trading company can add information on a similar defect that has occurred after the completion of the claim processing. The additional comment function can be used, for example, by selecting a case on the search result screen as shown in FIG. 7 and clicking the additional comment button. When an additional comment is made, an e-mail containing the contents of the comment is automatically sent to the person in charge of the target matter, that is, the person specified in “Specify each person in charge” at that stage. .

FIG. 12 is a schematic diagram of an embodiment of an input screen for an additional comment. This figure shows, for example, an input screen for inputting an additional comment for a complaint case after processing is completed, and a part thereof is displayed in an upper column of a display window of the browser software. The user
A desired portion can be displayed by scrolling the screen display up and down with a scroll bar or the like.

On the additional comment screen, the change of the content of the fixed item as the result of the complaint processing is prohibited. Therefore, the only valid input fields on the additional comment input screen are the comment input field as comment information and the attached document field. Further, the pull-down menu and the like are disabled. Needless to say, in the case where the processing up to the final decision has been completed, the information of the fixed items displayed in the head information and the claim details column cannot be changed. In reality, it is not possible to open a processing screen in which fixed items can be entered or changed for a completed matter. However, it is possible to add a comment to such completed matter by opening the additional comment screen. The added comment registered by filling in on the additional comment screen and clicking the confirmation button is recorded in the database 26 by the comment adding means together with the comment when each processing is performed. Then, the information is displayed in a list by the history display means, and is displayed in chronological order in the history display column. Alternatively, the comment at the time of processing and the additional comment can be displayed separately, and it is also possible to select a display to be distinguished and a display not to be distinguished.

On the other hand, in the search result screen as shown in FIG. 7, by selecting a case and clicking the reference button, the reference screen can be displayed in the display window of the browser software. The reference function can be used for a processing-in-progress and a processing-completed matter, irrespective of whether the case is in charge of itself or not. The reference screen is basically the same as the processing screen and the additional comment screen, and a history display column is displayed below the input column. However, on the reference screen, not only cannot the fixed items be changed, but also comments cannot be entered.

FIGS. 13 and 14 are schematic diagrams of an embodiment of the comment information. FIG. 14 is an example of comment information (execution history) displayed in the lower column (comment column) of various processing screens, an additional comment input screen, and a reference screen, and is shown in the order of FIG. 13 and FIG. A part of it is displayed in the comment field of the display window of the browser software in the vertically long state. The user can scroll the screen display up and down with a scroll bar or the like to display a desired portion.

For example, in the first comment information shown in FIG. 13, “claim / new” indicates a person in charge / processing content. In this case, the person in charge is the registrant of the defect complaint, that is, the person in charge of the customer or the trading company. The processing content is a new registration of a defect complaint. In this example, instead of a personal name,
The person in charge is displayed by the role name such as 'salesperson'. Therefore, there is a case where a single display also serves as the display of the person in charge and the processing content, as in the "first judgment of the management department" in the sixth row. Depending on the type of work to be performed and the size of the organization, it is also possible to display individual names. Further, "turn to next person (register)" indicates the judgment contents of the person in charge. '(Before change)' and '(After change)' indicate the status of the target matter before and after the change by each person registering the process, that is, the next process to be performed. In this case, since the case itself did not exist before the new registration of the defect complaint, there is no next process to be performed. The next process to be performed after the process registration is the reception of the sales representative.

'09: 25, July 10, 2000 'described on the right side indicates the date and time of the process registration. In addition, 'Kawatetsu Shoji' is the company name of the registrant
'Kawa Shotaro' is the name of the registrant
-s@tekkou.co.jp 'indicates the e-mail address of the registrant of the defect report. In addition, 'A described on the lower side
There is a report from the car that a press crack has occurred. I'm going to the site tomorrow. 'Is a comment entered in the comment input field.

As shown in FIGS. 13 and 14, in the comment information, the contents of the comments input by each processor are displayed in chronological list.

In the case of the example shown in FIGS. 13 and 14, first, a new defect complaint is registered by the registrant of the defect complaint, and this complaint is returned to the registrant by the next salesperson. I have. In other words, the determination of the necessity of acceptance by the sales representative is determined to be “return (not approved)”, and the status of (before change) is the reception of the sales representative, but the status of (after change) is a failure claim. Has become. Subsequently, the registrant again filed a 'Fender molded product. jpg 'etc. are attached and the correction of the defect claim of the same case is registered, and this claim is accepted by the sales representative, and it is determined that the management department needs to judge the necessity of acceptance. Have been. Displayed as “[changed item]” below the comment is the name of an item that has been changed or newly input at the time of execution of each process, among the fixed items in the input field.

Subsequently, the manager of the next business G determines that “management judgment is required”, and the person in charge of the primary judgment of the management division determines that “detailed investigation is required (secondary)”. In the comment, "I was strongly asked to collect the remaining materials.
Did. I have a draft. "Indicates that the pick-up process has been started.

Here, the registrant of the defect complaint is pulled back and the complaint is corrected. Although the status before (change) is the secondary judgment of the management department, the status after (change) is earlier than that, and the sales representative has been accepted, which indicates that the pullback has been performed. In the comment, "An additional two coils caused cracks."
It says "I will add details." This shows that the fixed items have also changed. Further, “[changed item]” also indicates that many fixed items have been changed. At this stage, the information at the time of correction is overwritten on the information at the time of newly registering the defect claim in the input field. That is, the information of the cumulative result of the processing up to that point is left, and the information at the time of new registration is lost. On the other hand, information on the processing history remains in the history display field (comment field). 'Sales management required' by the following sales person
Has been determined. At this time, since the salesperson has instructed to skip the reception by the sales G chief as a special instruction, the next process is the primary judgment of the management department as shown in (after change). The special instruction can be selected when there is no need to change the once made judgment of the sales manager.

Since the retraction has been performed, the primary judgment of the management section once performed is performed again. The person in charge of the primary judgment of the management section has determined that there is a detailed investigation required (secondary), and has decided to take back the actual product that caused the problem.
Subsequently, the person in charge of the secondary judgment of the management department has determined that the processing is to be carried out as an in-house responsibility, and the manager of the management office has approved the processing as being in-house. Upon receiving this approval, the salesperson negotiates with the trading company and prepares a draft answer. Although omitted in the example of FIG. 14, the “payment amount” is determined and entered at this time, and is displayed as a change item. This proposal is approved by the sales manager and the final answer is given to the person in charge of the trading company, who is the registrant of the complaint. That is, a notification mail is automatically sent to the trading company representative, and the trading company representative searches for and refers to the case to confirm details. Note that the comment described in the section of “sales manager / Kawatetsu answer drafting” was prepared by the sales manager to the chief of sales G, the person in charge of decision. At the same time, the sales representative also creates a comment for the trading company's answer. This external comment is shown in the 'Trading Company Answer' section. The notification e-mail to the trading company may include this external comment.

The comment information is not deleted at all, including return processing such as return and pull-back, and all comment statements and enclosed materials relating to the complaint matter to be processed are recorded in chronological order. Therefore, each processor and related parties
By browsing the comment information, there is an advantage that the processing history can be grasped instantaneously. For example, in the process of the management primary judgment after the retraction, the person in charge of the primary judgment sees the accumulated result of the process up to that time in the input column and checks the process history up to that time in the history display column. it can. That is, the processing history can be grasped without performing a troublesome operation such as inquiring a plurality of persons by telephone. As described above, by providing the history list display, even in the case where the processing once performed due to the retraction is performed again, the processing can be performed quickly and appropriately without confusion. In particular, not only a list of the processing history is displayed, but also the comments of the person in charge at the time of performing each processing, and if the contents of the fixed items that have been predetermined are changed, the fixed items that have been changed Is displayed in the history display column, so that the processing history can be grasped more accurately. Of course, even in the case where pullback or the like has not been performed, grasping the processing history is useful for performing processing appropriately. For example, in order to approve the answer, it is important not only to see the amount of payment in the head information column, but also to know the history of that amount. It is preferable that an external user such as a customer or a trading company can view only a part of the comment information. Specifically, for example, only the comment of the above-mentioned trading company answer can be viewed.

In this embodiment, as shown in FIG. 8, each processing screen and comment addition and reference screens are divided into an upper input field and a lower history display field (comment field). , You can scroll through each of them. Although the input fields are slightly different depending on the person in charge and status as described above,
It hardly changes even if the processing proceeds. Therefore, it can always be seen with almost the same feeling. On the other hand, as shown in the examples of FIGS. 13 and 14, the comment information displayed in the comment column becomes extremely long as information is added as the processing proceeds. However, what appears in the comments section is
Since it is a list display of the history in which the information of the comment is displayed in chronological order, the contents can be easily grasped by seeing while scrolling. By separating the input field and the history information field in this way, both can be easily viewed on a computer screen having a limited size.
Also, as described above, even when the range of information that can be viewed by an external user and an internal user is changed, an input field for displaying information common to both the internal and external users, and comment information for changing the range to be displayed for each user. Is separately provided from the comment column for displaying the information, the display can be provided to both of them with the same screen design simply by selecting the comment to be displayed in the history information column.

Also, comments input using the additional comment function, for example, unprocessed comments other than when a series of processes are performed by a plurality of processing persons, related persons' comments by persons other than the processing persons, etc. , May be displayed together with the processing comment at the time of performing a series of processing by a plurality of processing personnel, but at least one of the unprocessed comment and the related party comment, preferably both are displayed separately from the processing comment It is also possible. Further, it is preferable that a display to be distinguished and a display to not distinguish can be selected.

In the claim processing system of this embodiment, both the record of the result of the claim processing, that is, the information of the content described in the input column, and the information of the processing history, that is, the comment information of the history display column, are recorded. It is created by the creation means of the present invention constituted by the program of the server 16, and is held in the database 26 in a searchable state. If there is an enclosed document, the record of the enclosed document is also held in the database 26. When the collection process is also performed, a record of the information is also held in the database. In the example shown in FIG.
Recorded as 0. The information on the collection process is stored in the collection database 22, and the information on the enclosed document is stored in the enclosed document database 2.
4 are recorded in a searchable state. The information (history) of the complaint processing, collection processing, and enclosed document recorded in these databases 20, 22, and 24 is searched as shared information from the above-described search screen, and the contents are referenced (browsed) on the reference screen. Can be.

It is possible to transfer the record relating to the case after the processing is completed to another database and retain it, or it is possible to retain the record relating to the case in the process in the same database. In the latter case, the same database 26 serves as both a recording unit for holding a record of the case being processed and a recording unit for holding the case after the process is completed. The search means of the present invention is constituted by a program of the server 16. In the example shown in FIG. 1, information on the processed matter is also stored in the database 26 together with information on the processed matter. Even after the process is completed, by recording in the same database as the case in the process, the process such as search and reference can be performed by a common program without distinction from the case in the process. Further, the comment can be added to the completed matter by the additional comment function described above. That is, a new item can be added to the history information of the completed matter and updated. Attached documents can also be added using the additional comment function.

Further, based on the information recorded in the database 42, the present invention can be effectively used for analyzing the tendency of the claims to occur and for analyzing the relative relationship between the factors and the tendency of the claims. In particular, by storing the information of the claim processing including the history, it is possible to accumulate information such as the experience and know-how of the claim processing. For example, by referring to and analyzing not only the final answer after various surveys and negotiations but also the history up to that point,
It is possible to obtain guidelines for appropriately handling newly generated cases. It can also be used to share information about preferred cases among personnel. It can also be used as data for reporting processing cases. Further, by leaving history information including return such as withdrawal and return, more detailed analysis becomes possible. The frequency of occurrence of remanding can be reduced by analyzing the cause. Regarding the pullback, unnecessary occurrence can be prevented by, for example, reviewing the degree of information requested from the customer at the time of filing. Also,
By recording, as history information, comments made by personnel in and outside the company, know-how concerning external and internal coordination can also be accumulated. For example, even inexperienced salespeople may want to know what each trading company or customer wants to focus on, or what criteria the management department has, Processing can be performed smoothly. Furthermore, by referring to additional comments from stakeholders other than the person in charge, what kind of coordination with the department can be processed smoothly, or what points should be noted It is possible to understand whether the necessity of coordination with other departments can be reduced. In addition, smooth processing can be performed by grasping a history including a comment added after the end of a past case relating to the same trading company or customer, and then processing the new case. Furthermore, by recording the information of the collection process in the database, the probability of collection occurrence for each product type and customer can be estimated,
Scheduling can be performed in consideration of this.

Note that the in-house user and the group company user can refer to all information recorded in the databases 20, 22, and 24, and the outside user is, for example, a company to which the outside user belongs, that is, a trading company or a company. It is restricted so that only the information of the case related to the customer company can be referred to.

By using this claim processing system, outside users can check and manage the progress of processing their own complaints, and have the advantage that the convenience is improved by e-mail notification. It is also possible to search and refer to related projects of the company and to refer to them. Further, it is also possible to search and refer to past cases of the company and obtain guidelines for processing of new cases.

In the above embodiment, the content of the comment input by each processing person is attached to the notification mail. However, a notification that does not include the comment is sent to some persons such as a trading company. You may do so. Further, although the claim processing system has been described as an example of the business support system of the present invention, the present invention is not limited to this, and a plurality of persons in charge can share a series of information under a network environment while sharing information. It is applicable to any business that performs processing.

The business support system, business support method and database of the present invention are basically as described above. As described above, the business support system, the business support method, and the database according to the present invention have been described in detail. However, the present invention is not limited to the above-described embodiment, and may be variously modified or changed without departing from the gist of the present invention. Of course it is good.

[0102]

As described in detail above, according to the present invention, the processes related to the work and the persons in charge are clarified, so that the level of each person in charge can be improved and the processing time can be shortened. it can. Further, according to the present invention, by using information recorded in a database in a searchable manner, it is possible to comprehend the overall picture of a business, accumulate information such as experience and know-how, and effectively use the information for subsequent business. Can be used. Further, according to the present invention, the processing result and the history of the work are completely disclosed to the person in charge in the company and the related persons, and the status and the like including the case other than the one in charge can be confirmed in real time. Since it is possible, it is highly transparent and appropriate operation is possible.

[Brief description of the drawings]

FIG. 1 is a schematic configuration diagram of an embodiment of a business support system according to the present invention.

FIG. 2 is a flowchart of an embodiment representing each processing step in the claim processing system according to the present invention.

FIG. 3 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 4 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 5 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 6 is a schematic diagram of an embodiment of a notification mail.

FIG. 7 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 8 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 9 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 10 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 11 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 12 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 13 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

FIG. 14 is a diagram of an embodiment showing a display screen of a terminal used in a claim processing system to which the present invention is applied.

[Explanation of symbols]

 DESCRIPTION OF SYMBOLS 10 Business support system 12a, 12b Terminal 14 Certification authority 16 Server 18, 20, 22, 24, 26 Database (DB) 28 Internet 30 Intranet

Claims (22)

[Claims] 1. A system for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment, wherein a subject matter should perform any of the series of processes. Status management means for managing whether the status is in, and each of the plurality of persons, from the series of processes including a process prior to a process to be performed specified by the status, through the network, A business selection system for selecting a processing to be performed. 2. The process according to claim 1, wherein when the process selection unit selects a process prior to the process to be performed, the status management unit executes the selected process.
2. The business support system according to claim 1, wherein the status of the target matter is changed to a status in which a process next to the selected process is to be performed. 3. A system for supporting a task of performing a series of processes while sharing information with a plurality of persons for each of a plurality of cases in a network environment. A person-in-charge managing means for managing which of the plurality of persons is in a state in which processing is to be performed; And a target matter selecting means for displaying a plurality of cases including the case in (1), and enabling selection of a case to be processed. 4. A method for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment, wherein each of the plurality of persons is assigned a target A business support method, wherein one of the series of processes including a process prior to a process to be performed specified by a status of a case is selected and performed. 5. A system for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment, the history recording unit recording a history of execution of the series of processes. And a history display means for providing a list display of the execution history to each of the plurality of persons in charge via a network. 6. The display according to claim 5, wherein the display of the list of the execution histories includes a display of each of the executed processes and a next process designated at the time of executing each of the processes. Business support system. 7. The business support system according to claim 5, wherein the display of the list of the execution histories includes a display of comments of the plurality of persons at the time of performing the series of processes. 8. The display of the execution history list further includes displaying at least one of a comment of the plurality of persons in charge other than when the series of processes is performed and a comment of a related person other than the plurality of persons in charge. The business support system according to any one of claims 5 to 7, comprising: 9. The method according to claim 8, wherein the display of the list of the execution histories includes a display of an item that has been changed at the time of execution of each of the processes, out of predetermined fixed items determined by the execution of the series of processes. The business support system according to any one of claims 5 to 8. 10. A system for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment. Information providing means for providing shared information shared by a person through the network; comment adding means for receiving processing comments at the time of performing the series of processing of the plurality of persons in charge through the network and adding the processing comments to the shared information; The information providing means has a display means for separately displaying an input field for the predetermined person to input a predetermined fixed item by the person in charge and a comment field for displaying the comment. Support system. 11. The comment adding means further receives at least one of a non-processed comment of the plurality of persons in charge other than when the series of processing is performed and a comment of a related person other than the person in charge. The business support system according to claim 10, wherein the business support system is added to the shared information. 12. The business support system according to claim 10, wherein the display means displays only a part of the comment to a part of the plurality of persons in charge. 13. A method for supporting a plurality of persons in charge of performing a series of processes while sharing information in a network environment, wherein each of the plurality of persons performs the series of processes. Creating a comment at the time of each execution, adding the comment to the information to be shared, and notifying a person in charge of the next process including the comment through a network. 14. A notification including the comment is provided to at least a part of the plurality of persons other than the next person in charge, or further to a related person other than the plurality of persons in charge. 14. The business support method according to claim 13, wherein: 15. A notice not including a comment is given to a part of the plurality of persons in charge.
Or the business support method according to 14. 16. A system for supporting a task in which a plurality of persons perform a series of processes while sharing information for each of a plurality of cases in a network environment. Creating means for creating a record of an execution result of the series of processing for the plurality of cases, and creating a record of an execution history of the series of processing, and after completion of the series of processing for each of the plurality of cases, A business support system comprising: a recording unit that retains a record of a history; and a search unit that searches for a record of the execution result and the execution history in the recording unit. 17. A method for supporting a task of performing a series of processes while sharing information on a plurality of cases in a network environment, wherein each of the plurality of cases includes a predetermined fixed item. The execution result of the series of processing is recorded, and the execution history of the series of processing is recorded. After the completion of the series of processing for each of the plurality of cases, the record of the execution result and the execution history is searched. A business support method characterized by storing the information in a recording device in a possible state. 18. The business support method according to claim 17, wherein the record of the execution history includes a record of a comment at the time of execution of the series of processes of the plurality of persons in charge. 19. The recording of the execution history further includes a comment of the plurality of persons in charge other than when the series of processes is performed,
20. The business support method according to claim 18, further comprising recording at least one of comments of persons concerned other than the plurality of persons in charge. 20. The business support method according to claim 18, wherein after completion of the series of processing, change of the record of the execution result is prohibited, and addition of the record of the comment is permitted. 21. The business support method according to claim 17, wherein the business is a business for creating a response to a complaint from a customer, and the execution result is a response to the customer. 22. A database storing a record of claim processing from a customer, comprising: a record of an answer to the customer;
A database storing a history of execution of a series of processes performed by a plurality of persons to create the answer.