JP2014017774A - Process analysis system, data generation device, data extraction device, process analysis method, and program - Google Patents

Abstract

An object of the present invention is to improve the detection of improvement points in a process.
A data acquisition unit that acquires, from process history data indicating a process history, end mode information indicating an end mode of the process and final task identification information for identifying a final task when the process ends. 242, the storage processing unit 243 that stores the end mode information acquired by the data acquisition unit 242 and the final task identification information in association with each other in the storage unit 244, and the selection end mode information indicating the end mode selected by the user A user selection acquisition unit 246; and an extraction unit 247 that extracts final task identification information corresponding to the selection end mode information acquired by the user selection acquisition unit 246 from the storage unit 244.
[Selection] Figure 4

Description

  The present invention relates to a process analysis system, a data generation apparatus, a data extraction apparatus, a process analysis method, and a program.

  2. Description of the Related Art Conventionally, in a call center, there is a productivity monitoring system that collects information on calls answered by each operator from a telephone exchange such as a PBX (Private Branch eXchange) and grasps the actual situation of the operator's work (for example, see Patent Document 1). ). In this productivity monitoring system, based on the information collected from the telephone exchange, it is possible to grasp the operator's work status such as answering, holding, and waiting.

JP 2007-228272 A

  However, in the above-described productivity monitoring system, analysis from a point of view other than time cannot be performed, so that there is a problem that it is insufficient for finding an improvement place in a process such as a reception process.

  Then, this invention is made | formed in view of the said problem, and makes it a subject to provide the process analysis system, the data generation apparatus, the data extraction apparatus, process analysis method, and program which improve the detection of the improvement location in a process. .

  (1) The present invention has been made in view of the above circumstances, and one aspect of the present invention is based on process history data indicating a process history, end mode information indicating an end mode of the process, and when the process is completed. A data acquisition unit for acquiring final task identification information for identifying the final task, a storage processing unit for storing the end mode information acquired by the data acquisition unit and the final task identification information in association with each other, and a user A user selection acquisition unit that acquires selection end mode information indicating the end mode selected by the above, and an extraction unit that extracts final task identification information corresponding to the selection end mode information acquired by the user selection acquisition unit from the storage unit; Is a process analysis system comprising:

  (2) In the process analysis system described above, according to one aspect of the present invention, the storage processing unit includes process leaving mode information indicating an end mode when leaving the process and a final task when leaving the process. The final task identification information to be identified is associated and stored in the storage unit, the user selection acquisition unit acquires selection process leaving mode information indicating a process leaving mode selected by the user, and the extraction unit is the user The final task identification information corresponding to the selection process leaving mode information acquired by the selection acquisition unit is extracted from the storage unit.

  (3) In the process analysis system described above, one aspect of the present invention further includes a required time calculation unit that calculates a required time that is a time required for performing the process for each of the processes. The unit extracts a process based on the required time calculated by the required time calculation unit from the final task identification information stored in the storage unit, and identifies a final task belonging to the extracted process Information is extracted from the storage unit.

  (4) According to one aspect of the present invention, from process history data indicating a process history, end mode information indicating an end mode of the process, and final task identification information for identifying a final task when the process ends Is a data generation device comprising: a data acquisition unit that acquires the information; and a storage processing unit that associates the end mode information acquired by the data acquisition unit with the final task identification information and stores the information in the storage unit.

  (5) According to one aspect of the present invention, a user selection acquisition unit that acquires selection end mode information indicating an end mode indicating a process end mode selected by a user, and a selection end mode acquired by the user selection acquisition unit An extraction unit that extracts the final task identification information that identifies the final task when the process is completed, corresponding to the information, from the storage unit that stores the end state information and the final task identification information in association with each other. A data extraction device.

  (6) According to one aspect of the present invention, the data acquisition unit identifies, from the process history data indicating the process history, end mode information indicating the end mode of the process and a final task when the process ends. The procedure for acquiring the final task identification information, the procedure for the storage processing unit to associate the end mode information acquired by the data acquisition unit and the final task identification information in the storage unit, and the user selection acquisition unit A procedure for acquiring selection end mode information indicating the end mode selected by the step, and a procedure for extracting from the storage unit the final task identification information corresponding to the selection end mode information acquired by the user selection acquisition unit. A process analysis method characterized by comprising:

  (7) According to one aspect of the present invention, a computer is configured to identify, from a process history data indicating a process history, end mode information indicating an end mode of the process and a final task when the process ends. A data acquisition step for acquiring identification information, a storage processing step for associating and storing the end mode information acquired in the data acquisition step and the final task identification information in the storage unit, and an end mode selected by the user A program for executing a user selection acquisition step for acquiring selection end mode information, and an extraction step for extracting final task identification information corresponding to the selection end mode information acquired by the user selection acquisition step from the storage unit It is.

  According to the present invention, it is possible to improve the detection of an improved portion in a process.

It is an example of a display of a flow chart for product sales. It is an example of the other display of the flowchart for goods sales. It is a schematic block diagram which shows the structure of the data analysis system in this embodiment. It is a schematic block diagram which shows the structure of the process analyzer in this embodiment. It is an example of response history data. It is an example of the user management table memorize | stored in the memory | storage part. It is an example of the flow management table memorize | stored in the memory | storage part. It is an example of the task table memorize | stored in the memory | storage part. It is an example of the reception flow management table memorize | stored in the memory | storage part. It is an example of the reception flow management table memorize | stored in the memory | storage part. It is an example of the task management table memorize | stored in the memory | storage part. It is an example of the screen of a display part. FIG. 13 is an example of a reception status analysis screen displayed next when the “100. Analysis of reception status” button is pressed on the information analysis menu screen of FIG. 12. It is an example of the goal situation screen which shows statistics for every goal situation. It is an example of the last task status screen which displays the statistics of the last task in the case where the end mode of reception is lost. It is a flowchart which shows an example of the flow of a process of the process analyzer in this embodiment. It is a schematic block diagram which shows the structure of the data analysis system in a modification. It is a schematic block diagram which shows the structure of the process analysis system in a modification.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. In a call center, for example, there is a telephone contact from a caller such as a consumer. In the present embodiment, the process analysis apparatus analyzes the content that the operator has responded to the contact. For example, the process analysis apparatus analyzes the response history data generated by the response support system.

First, the outline of the response support system will be described. This response support system supports the response so that the purpose of the contact is achieved as follows.
(1) First, the response support system displays answer candidates assumed to be questions for leading to a final answer corresponding to the purpose of contact from the sender.
(2) The operator conveys the question displayed in (1) to the caller, and selects the caller's answer from the displayed answer candidates.
(3) The response support system displays the question corresponding to the answer selected in (2) and the answer candidate for the question, and returns to 2) above. Alternatively, the response support system displays information (final answer) according to the purpose of the contact according to the selected answer.

  An example of a response support screen displayed by the response support system to assist an operator's response will be described with reference to FIGS. 1 and 2. FIG. 1 is an example of a display of a product sales flowchart. Here, the product sales flowchart is an example of a business flowchart showing a flow of a reception process for selling a product. A reception support screen G1 shown in the figure is a screen that is displayed on the operator terminal device when the reception support system is providing support. This example is an example in which a response has been completed along the flowchart for product sales and the goal at the end of the flowchart has been reached. As indicated by the region R11, the “completion” that is the goal of the product sales flowchart is reached. On the reception support screen G1, a tree structure T1 of the reception process is displayed. The branch of the question selection path in the tree structure T1 is indicated by a thick line L1. In this example, a display area A1 for switching the reception process is also displayed.

  FIG. 2 is an example of another display of the product sales flowchart. The reception support screen G2 shown in the figure is a screen that is displayed on the operator terminal device when the reception support system is providing support. This example is an example in which the response is completed when the operator loses interest in the “price explanation” task. In this example, it is shown that the operator leaves the product sales flowchart in the “price explanation” task indicated in the area R21 and selects “not received” for “interview completed” indicated in the area R22. Yes. Here, “missing” indicates that the acceptance of the order has failed.

  On the response support screen G2, a tree structure T2 of the response process is displayed. The branch of the question selection path in the tree structure T2 is indicated by a thick line L2. In this example, a display area A2 for switching the reception process is also displayed. A window W2 showing the contents explained by the operator in the “price explanation” of the tree structure T2 is also displayed.

  FIG. 3 is a schematic block diagram showing the configuration of the data analysis system 1 in the present embodiment. The data analysis system 1 includes a data management device 10 and a process analysis device 20. The data management device 10 includes a database 11. The data management device 10 stores response history data collected from a plurality of operator terminal devices (not shown) in the database 11. The process analysis apparatus 20 acquires the response history data by reading it from the database 11 of the data management apparatus 10.

FIG. 4 is a schematic block diagram showing the configuration of the process analysis apparatus 20 in the present embodiment. The process analysis apparatus 20 includes an input unit 21, a communication unit 22, a display unit 23, and a control unit 24.
The input unit 21 receives input from a user (for example, an analyst) who uses the process analysis device 20. For example, the input unit 21 receives an end mode indicating a mode of end of a process (for example, a work flowchart) selected by the user. Here, in the example of FIG. The input unit 21 outputs selection end mode information indicating the selected end mode to a user selection acquisition unit 246 (to be described later) of the control unit 24. Further, the input unit 21 receives, for example, a response time range input by the user. Then, the input unit 21 outputs response time range information indicating a response time range to a user selection acquisition unit 246 described later of the control unit 24. The input unit 21 is, for example, a keyboard and a mouse.

The communication unit 22 acquires response history data from the data management device 10. Specifically, for example, in the case of real-time analysis, the communication unit 22 takes in the response history data online from the data management device 10. On the other hand, for example, in the case of historical analysis, the communication unit 22 captures the response history data in a file format (offline). Then, the communication unit 22 outputs the received response history data to a response history acquisition unit 241 described later of the control unit 24.
The display unit 23 displays statistical data related to the response history data under the control of the control unit 24. The display unit 23 is, for example, a liquid crystal display.

The control unit 24 acquires the response history data from the communication unit 22, analyzes the acquired response history data, and causes the display unit 23 to display the analysis result. Here, the control unit 24 includes a response history acquisition unit 241, a data acquisition unit 242, a storage processing unit 243, a storage unit 244, a required time calculation unit 245, a user selection acquisition unit 246, and an extraction unit 247. And a display processing unit 250.
The response history acquisition unit 241 acquires response history data from the communication unit 22. Then, the response history acquisition unit 241 outputs the acquired response history data to the data acquisition unit 242.

  The data acquisition unit 242 formats the response history data input from the response history acquisition unit 241. For example, when there is data in which the same task is executed several times in the response history data, the data acquisition unit 242 sets the data executed several times as one task data. And the data acquisition part 242 acquires the completion | finish aspect information which shows the completion | finish aspect of the said reception from the response history data after shaping, and the final task identification information which identifies the last task when the said reception is complete | finished. In the present embodiment, as an example, the final task identification information is an ID unique to the task that identifies the final task. The data acquisition unit 242 outputs the acquired end mode information and final task identification information to the storage processing unit 243.

  The final task identification information may be a number identifying the final task, a character identifying the final task, a figure identifying the final task, a symbol identifying the final task, the name of the final task, or a combination of these. Good.

  In addition, although the response history acquisition part 241 in this embodiment acquired the response history data as an example, it is not restricted to this, You may acquire the work process data etc. which show the process of a work. That is, the reception history acquisition unit 241 may acquire process history information indicating a history of processes such as reception and work. In that case, the data acquisition unit 242 includes, from the process history data indicating the process history, end mode information indicating the end mode of the process and final task identification information for identifying the final task when the process ends. Get it.

  The storage processing unit 243 stores the end mode information acquired by the data acquisition unit 242 and the final task identification information in the storage unit 244 in association with each other. At that time, the storage processing unit 243 stores the end mode of leaving the process and the final task identification information for identifying the final task when leaving the process in the storage unit 244 in association with each other. As a result, the analyst can analyze the task flowchart from the viewpoint of the task that has left the task flowchart or the position on the task flowchart. For example, it is assumed that “004: price explanation” is the most frequent as the final task when leaving the process when the product sales business flowchart (see FIG. 2) is used. In this case, the analyst can analyze that the detached task “004: price explanation” has lost the most interest. As a result, the analyst can improve, for example, by modifying the price explanation method in the task to the explanation content worth the price, or by reducing the price.

In addition, the storage processing unit 243 further stores, in the storage unit 244, flow identification information that identifies the business flowchart to which the task identified by the final task identification information belongs, in association with the final task identification information. Thereby, the extraction unit 247 can extract the final task for each business flowchart.
In addition, the storage processing unit 243 further stores, in the storage unit 244, performer identification information for identifying a process performer who has performed a process (for example, a work flowchart) in association with final task identification information. Thereby, the extraction part 247 can extract the last task for every process implementer.

  Specifically, for example, the storage processing unit 243 generates transaction data in which end mode information and final task identification information are associated, and stores the generated transaction data in the storage unit 244. At this time, for example, the storage processing unit 243 stores a plurality of tables (for example, refer to the tables in FIGS. 9 to 11) in which the transaction data is expanded into a plurality of tables and stored in the storage unit 244.

  The storage unit 244 stores in advance a master table in which each piece of identification information is associated with a word represented by the identification information. For example, the storage unit 244 includes a user management table (see table T2 in FIG. 6) for managing user names, a flow management table (see table T3 in FIG. 7) for managing business flowchart names, and a task table for managing task names. (See table T4 in FIG. 8) is stored. In the user management table, user identification information for identifying a user is associated with a user name. In the flow management table, the flow identification information is associated with the business flowchart name. In the task table, task identification information for identifying a task and a task name are associated with each other.

  The user selection acquisition unit 246 acquires information input from the input unit 21 and outputs the acquired information to the extraction unit 247. Here, the input information includes, for example, selection end mode information, selection flow identification information for identifying a work flowchart selected by the user, selection performer identification information for identifying a process performer selected by the user, or response time Range information.

  The required time calculation unit 245 calculates the required time, which is the time required to execute the entire processing of the business flowchart, for each business flowchart constituting the process. Specifically, for example, the required time calculation unit 245 calculates the total time of tasks having the same incident number and the same flow number for each set of incident number and flow number. Here, the incident number is a number given for each reception, and is identification information for identifying the reception. The flow number is a number assigned to each business flowchart when a plurality of business flowcharts are used during reception. Then, the required time calculation unit 245 outputs the required time information indicating the calculated required time to the data reading unit 248 described later of the extraction unit 247.

  The extraction unit 247 extracts the final task identification information corresponding to the selection end mode information (for example, information indicating an order) acquired by the user selection acquisition unit 246 from the storage unit 244. Then, the extraction unit 247 outputs statistical data related to the read final task identification information to the display processing unit 250. Here, the extraction unit 247 includes a data reading unit 248 and a reconstruction unit 249.

The data reading unit 248 receives the response time range information output from the user selection acquisition unit 246. The data reading unit 248 includes, in the final task identification information stored in the storage unit 244, the final task belonging to the work flowchart in which the required time calculated by the required time calculation unit 245 falls within the range of the response time input by the user. The final task identification information for identifying is extracted from the storage unit 244. Then, for example, the data reading unit 248 reads the task name corresponding to the final task identification information from the task table in the storage unit 244. Thereby, the data reading unit 248 can read the final task for each accepted business flowchart.
The data reading unit 248 extracts the final task belonging to the work flowchart in which the required time is within the range of the response time input by the user. However, the present invention is not limited to this, and the business flowchart in which the required time is within the predetermined range. The final task belonging to may be extracted. Therefore, the data reading unit 248 extracts a process based on the required time calculated by the required time calculation unit 245 from the final task identification information stored in the storage unit 244, and identifies the final task belonging to the extracted process. The final task identification information to be extracted is extracted from the storage unit 244.

  For example, the data reading unit 248 extracts final task identification information as follows. When the total time of tasks having the same incident number and the same flow number is within the range of the response time input by the user, the data reading unit 248 displays a business flowchart specified by the incident number and the flow number. The analysis target. Then, the data reading unit 248 extracts, from the storage unit 244, for example, final task identification information for identifying the final task among the tasks belonging to the business flowchart as the analysis target.

  Specifically, for example, in the example of FIG. 11, the required time calculation unit 245 calculates the total of three tasks (tasks of task numbers 1, 2 and 3) of the target data whose incident number is 0001 and whose flow number is 1. The time is calculated as 15 (= 10 + 5) seconds. Since the data reading unit 248 is within the range of a specified time (for example, 20 seconds), the data reading unit 248 sets the target data as an analysis target. Then, for example, the data reading unit 248 identifies the final task (in this example, the task having the incident number 0001, the flow number 1 and the task number 2) among the tasks having the incident number 0001 and the flow number 1. The final task identification information to be performed (here, the task ID of 002) is extracted from the storage unit 244.

  Thereby, the data reading unit 248 can exclude the target data from analysis when the total task seconds of the target data having the same incident number and the same flow number are not within the specified time range. . Therefore, the data reading unit 248 can improve the determination accuracy when the analyst determines the quality of the business flowchart from the usage time of the business flowchart by excluding the data indicating the protruding required time.

  In addition, when extracting and analyzing a business flowchart with a long work time, it is possible to perform a reliable analysis by excluding data indicating an outstanding required time. For example, when the business flowchart A is used 10 times, it is assumed that 5 times is reception history data of 1 hour and 5 times is 0 seconds. In this case, the maximum time is displayed as 1 hour, the average time as 30 minutes, and the shortest time as 0 seconds. When this flow chart determines good or bad, whether or not 30 minutes on average is appropriate is a criterion. Here, for example, it is assumed that data with a usage time of 0 seconds is not used as a business, but is not actually performed because the business flowchart is erroneously started. For this reason, the data reading unit 248 excludes the 0 second data because the 0 second data should not be analyzed. As a result, the average time of the work flowchart A is 1 hour, so that the quality of the work flowchart A can be correctly determined.

  The reconstruction unit 249 shapes the data extracted by the data reading unit 248, and generates statistical data using the shaped data. For example, the reconfiguration unit 249 formats the data for each reception reception or for each business flowchart. For example, the reconfiguration unit 249 generates statistical data indicating a statistical result for each reception or business flowchart. Thereby, the process analysis apparatus 20 can display a statistical result for each reception reception or for each business flowchart.

At that time, for example, the reconfiguration unit 249 extracts the final task identification information corresponding to the selected flow identification information acquired by the user selection acquisition unit 246 from the storage unit 244 via the data reading unit 248. Accordingly, the reconfiguration unit 249 can extract the final task for each business flowchart selected by the user, and the display processing unit 250 can display the statistics of the final task for each business flowchart on the display unit 23.
For example, the reconfiguration unit 249 extracts the final task identification information corresponding to the selection performer identification information acquired by the user selection acquisition unit 246 from the storage unit 244 via the data reading unit 248. As a result, the reconfiguration unit 249 can extract the final task for each process performer selected by the user, so that the display processing unit 250 can display the statistics of the final task for each process performer on the display unit 23. it can.

  The reconstruction unit 249 outputs the generated statistical data to the display processing unit 250. The display processing unit 250 displays the statistical data input from the reconstruction unit 249 on the display unit 23.

  FIG. 5 is an example of response history data. Here, the reception date is the reception date, the start time is the reception start time, and the user ID is identification information for identifying the operator who has received the response. The flow ID is identification information for identifying a business flowchart. The number of tasks traced is the number of tasks used in the work flowchart. The task nID is task identification information of the nth task (n is a positive integer) in the business flowchart. The task n seconds is the number of seconds required to process the nth task in the business flowchart.

  In the work flowchart R51 in the first row of the table T1 showing an example of the response history data in the figure, the task having the task identification information “001” and the task “002” are sequentially executed, and the process is “completed” as a goal. "doing. In the business flowchart R52 in the second row of the table T1, after executing the task whose task identification information is “001”, the process jumps to the business flowchart whose flow ID associated with the business flowchart is “C01”.

  In the work flow chart R53 on the fourth line of the table T1, the task identification information “001, 002, 003, 004 (004 is not shown due to space)” is sequentially executed, and “order received” is selected as the goal. ing. This reception is a reception (incident) using three business flowcharts in the second to fourth lines of the table T1.

In the work flow chart R54 in the fifth row of the table T1, the task identification information 001, 002, and 002 (the same task is continuously executed) are sequentially executed, and then the flow ID is forcibly changed to the work flow chart of “F02”. doing.
In the work flowchart R55 in the 10th row of the table T1, the task is forcibly shifted to the work flowchart of the flow ID “Z02” without performing the task.
In the work flow chart R56 on the 11th line of the table T1, after executing the task 001 with the task identification information, it is out of the work flow chart ("End of inquiry" in the table T1) and finished ("Goal: Complete" in the table T1). Yes.

FIG. 6 is an example of a user management table stored in the storage unit 244. The table T2 in the figure is a table that holds a set of user ID and user name.
FIG. 7 is an example of a flow management table stored in the storage unit 244. A table T3 in the figure is a table that holds a pair of a flow ID and a flow name. The flow name is the name of the business flowchart.

  FIG. 8 is an example of a task table stored in the storage unit 244. The table T4 in the figure is a table that holds a set of flow ID, task ID, task name, task type, coordinate X, and coordinate Y. Here, the task ID is identification information for identifying a task. Also, the coordinates X and Y are respectively the x coordinate and y coordinate of the display position of the task when the work flowchart is displayed as shown in FIG.

  FIG. 9 is an example of an incident management table stored in the storage unit 244. The table T5 in the figure is a table that holds a set of incident number and user ID. For example, the process analysis apparatus 20 can extract the user name indicated by the user ID shown in the table T5 by referring to the user management table T2.

  FIG. 10 is an example of an acceptance flow management table stored in the storage unit 244. The table T6 in the figure is a table that holds a set of incident number, flow number, flow ID, response date, and disclosure time. For example, the process analysis apparatus 20 can extract the flow name indicated by the flow ID shown in the table T6 by referring to the flow management table T3.

  FIG. 11 is an example of a task management table stored in the storage unit 244. The table T7 in the figure is a table that holds a set of incident number, flow number, task number, task ID, and task seconds. Here, the task number is the order of the task in a certain business flowchart. The task second is the number of seconds required to process the task.

  An example of screen transition displayed on the display unit 23 will be described with reference to FIGS. FIG. 12 is an example of the screen of the display unit 23. In the figure, the response history data selection screen G3 includes a field R31 for specifying a response history data file, a field R32 for specifying a start date and time for specifying a data narrowing period, an R33 for specifying an end date and time, and data A column R34 for inputting a narrowing keyword and an execution button R35 are displayed. Here, when the execution button is pressed, the process analysis apparatus 20 makes a transition to the information analysis menu screen G4.

  In the information analysis menu screen G4, an information analysis menu that is a menu for analyzing processes is displayed. On the information analysis menu screen G4, as a front analysis, a “100. reception status analysis” button R41 and a “200. operator analysis” button R42 are displayed. In addition, as an evaluation of an MP (Master Process) which is an alias of the business flowchart, a “300.MP usage analysis” button R43, a “400.goal situation analysis” button R44, and “500. operator analysis” are provided. Button R45 is displayed.

  “100. Analysis of reception status” is a menu that displays statistics such as the number of receptions for each reception content, time required for reception, task status, or end mode (goal status). This statistic can be used for report data of the entire call center, for example. The statistics can also be used to find improvements in the MP (work flow chart).

“200. Operator analysis” is a menu for displaying statistics such as the number of receptions for each operator, the time required for reception, task status or end mode (goal status). This statistic can be used for operator evaluation or training.
“300. MP usage status analysis” is a menu that displays statistics such as the usage count, usage time, task status, and goal status for each MP. This statistic can be used to find MP (work flow chart) improvements.

“400. Goal situation analysis” is a menu that displays the goal situation or the MP or task situation used for each goal situation. This statistic can be used to find MP (work flow chart) improvements.
“500. Operator analysis” is a menu for displaying statistics such as the number of MPs used, the usage time, the task status, or the end mode (goal status) for each operator. This statistic can be used to find MP (work flow chart) improvements.

  When any one of the menu buttons is pressed on the information analysis menu screen G4 of FIG. 12, the process analysis apparatus 20 displays the display condition corresponding to the pressed menu on the display unit 23. For example, in the information analysis menu screen G4 of FIG. 12, when the “100. Analysis of reception status” button R41 is pressed, the process analysis apparatus 20 changes the screen to the reception status analysis screen G5 shown in FIG.

  FIG. 13 is an example of the reception status analysis screen displayed next when the “100. Analysis of reception status” button R41 is pressed on the information analysis menu screen G4 of FIG. In the reception status analysis screen G5 in the figure, a field R51 for inputting a flow ID, a field R52 for inputting an incident number, a field R53 for specifying a start date and time of a response period provided for narrowing the response period, and a response A column R54 for designating the end date and time of the period is shown. In addition, in the reception status analysis screen G5, a column R55 for specifying the minimum value of the response time and a column R56 for specifying the maximum value of the response time provided for narrowing down by the time required for the work flowchart are shown. In addition, the reception status analysis screen G5 shows a search button R57 for searching under designated conditions, a clear button R58 for clearing input, and a button R60 for displaying the goal status.

  In addition, in the reception status analysis screen G5, a table R59 showing statistics for each reception is shown as the reception status. In the table T59, the start MPID for identifying the start MP at the time of reception, the start MP name that is the name of the MP to be started at the time of reception, the number of receptions, the total reception time, the minimum reception time, the shortest reception time, the average number of MPs, and the maximum number of MPs A set of number and minimum number of MPs is shown. In the example of FIG. 13, when the button R60 for displaying the goal situation is pressed, the process analysis apparatus 20 changes the screen to a goal situation screen G6 shown in FIG. 14, for example.

  FIG. 14 is an example of a goal situation screen G6 showing statistics for each goal situation. In the goal situation screen G6 in the same figure, a table R61 showing statistics for each goal situation and a pie chart R62 showing the ratio of the number of times of each goal situation are shown. In the table R61, a set of goal name, goal number, total MP usage time, average MP usage time, longest MP usage time, average task number, maximum number of tasks, and minimum task number is shown. Here, “completion of inquiry” means that the order is not accepted at the time of acceptance and the acceptance is terminated. For example, in the table R61 in FIG. 14, when the [Question completion] missing link shown in the region R63 is pressed, the process analysis apparatus 20 changes the screen to the final task status screen G7 shown in FIG. .

  FIG. 15 is an example of a final task status screen G7 that displays the statistics of the final task when the end-of-acceptance mode is a lost order. In the final task status screen G7 in the same figure, a table R71 showing statistics for each final task and a pie chart R72 showing the ratio of the number of times each final task is used are shown. In the table R71, a set of the task ID of the last task, the number of times the task is used, the average MP usage time, the longest MP usage time, and the shortest MP usage time is shown. Here, the average MP usage time is an average of the time required for the task. The longest MP usage time is the longest time required for the task. The shortest MP usage time is the shortest time required for the task. By displaying in this way, the person who analyzes the process knows which task will be the final task when the end mode of acceptance is lost, so the task that should improve the final task Can be extracted.

  FIG. 16 is a flowchart showing an example of a process flow of the process analysis apparatus 20 in the present embodiment. First, the response history acquisition unit 241 acquires response history data (step S101). Next, the data acquisition unit 242 acquires end mode information and final task identification information from the response history data (step S102). Next, the storage processing unit 243 stores the end mode information and the final task identification information in association with each other in the storage unit 244. Specifically, for example, the storage processing unit 243 generates transaction data, and stores the generated transaction data in the storage unit 244 (step S103).

  Next, the display processing unit 250 causes the display unit 23 to display a response history data selection screen G3 (see FIG. 12). When the execution button is pressed on the response history data selection screen G3, the display processing unit 250 displays the information analysis menu screen G4 (see FIG. 12) on the display unit 23 (step S104). The user selection acquisition unit 246 determines whether or not “acceptance status analysis” has been selected by the user (step S105). When the “acceptance status analysis” is not selected by the user (NO in step S105), the user selection acquisition unit 246 waits as it is. On the other hand, when “reception status analysis” is selected by the user (YES in step S105), the extraction unit 247 extracts the reception status for each MP, and the display processing unit 250 displays the extracted reception status for each MP. 23 (step S106), and the process proceeds to step S107.

Next, the user selection acquisition unit 246 determines whether or not the “goal situation” has been pressed by the user (step S107). When the “goal status” is not pressed by the user (NO in step S107), the user selection acquisition unit 246 waits as it is. On the other hand, when the “goal status” is pressed by the user (YES in step S107), the extraction unit 247 generates statistical data for each end mode (goal status), and the display processing unit 250 generates the generated end mode (goal). Statistical data for each situation is displayed on the display unit 23 (step S108), and the process proceeds to step S109.

  Next, the user selection acquisition unit 246 determines whether an end mode has been selected by the user (step S109). When the end mode is not selected by the user (NO in step S109), the user selection acquisition unit 246 waits as it is. On the other hand, when the end mode is selected by the user (YES in step S109), the extraction unit 247 generates statistical data for each final task in the selected end mode, and the display processing unit 250 displays the generated final task for each final task. Statistical data is displayed on the display unit 23 (step S110). Above, the process of this flowchart is complete | finished.

  As described above, in the process analysis apparatus 20 according to this embodiment, the data acquisition unit 242 obtains the end task information indicating the end mode of the process from the process history data indicating the process history, and the final task when the process ends. Acquire final task identification information to be identified. Then, the storage processing unit 243 stores the end mode information acquired by the data acquisition unit 242 and the final task identification information in the storage unit 244 in association with each other. Thereby, since the end mode information and the final task identification information are stored in the storage unit 244 in association with each other, the analyst can specify the final task for each end mode (goal situation). And since the process analysis apparatus 20 enables analysis of the final task for every completion | finish aspect (goal condition) by an analyst, it can improve the detection of the improvement location of the process by the analyst.

  Further, the storage processing unit 243 stores in the storage unit 244 the process leaving mode information indicating the end mode when leaving the process and the final task identification information for identifying the final task when leaving the process in association with each other. Then, the user selection acquisition unit 246 acquires selection process leaving mode information indicating the process leaving mode selected by the user. And the extraction part 247 extracts the last task identification information corresponding to the selection process leaving aspect information which the user selection acquisition part acquired from the said memory | storage part. Thereby, the process analysis apparatus 20 can extract the final task for every completion | finish aspect when an analyst leaves | separates from a process (for example, work flowchart). Thereby, since the process analysis apparatus 20 enables the analysis of the final task for each end mode that has left the process (for example, the business process flowchart) by the analyst, it is possible to improve the detection of the improved part of the process by the analyst. it can.

  In addition, the user selection acquisition unit 246 acquires selection end mode information indicating the end mode selected by the user. Then, the extraction unit 247 extracts the final task identification information corresponding to the selection end mode information acquired by the user selection acquisition unit 246 from the storage unit 244. Thereby, the process analysis apparatus 20 can extract the final task for each end mode (goal situation) selected by the user. Therefore, since the process analysis apparatus 20 enables analysis of the final task for each end mode selected by the analyst, it is possible to improve the detection of the process improvement portion by the analyst.

  Further, the required time calculation unit 245 calculates a required time, which is a time required for executing the entire processing of the process, for each process (in the present embodiment, a business flowchart as an example). Then, the extraction unit 247 identifies the final task that identifies the final task belonging to the process in which the required time calculated by the required time calculation unit 245 falls within a predetermined range among the final task identification information stored in the storage unit 244. Identification information is extracted from the storage unit 244. Thus, even when the process analysis apparatus 20 extracts and analyzes a business flowchart with a long work time, the analyst can analyze the business flowchart from the usage time of the business flowchart by excluding the data indicating the protruding required time. It is possible to improve the determination accuracy when determining pass / fail.

  The storage processing unit 243 also includes process identification information (in this embodiment, flow identification information as an example) or process that identifies the process (in this embodiment, a business flowchart) to which the task identified by the final task identification information belongs. Further, the executioner identification information for identifying the process performer who has performed is stored in the storage unit 244 in association with the final task identification information. Then, the user selection acquisition unit 246 selects selection process identification information (in this embodiment, selection flow identification information as an example) for identifying the process selected by the user or a selection performer for identifying the process performer selected by the user. Get identification information. Then, the extraction unit 247 extracts from the storage unit 244 the final task identification information corresponding to the selection process identification information or the selection performer identification information acquired by the user selection acquisition unit 246. Thereby, since the process analysis apparatus 20 can extract the final task for each process or for each operator, the analyst can analyze for each process or for each operator which task is used to leave the process. it can.

In addition, although the process analysis apparatus 20 in this embodiment extracted the goal situation of the same incident and the same flow number as an example, it is not restricted to this. You may extract the goal situation of the flow number with the largest flow number among the same incidents. Thereby, the process analysis apparatus 20 can extract the goal situation for each reception.
Moreover, although the process analysis apparatus 20 in this embodiment extracted the last task as a last task among the tasks of the same incident and the same flow number as an example, it is not restricted to this. The process analysis apparatus 20 may extract a final task as a final task among tasks having a flow number having the largest flow number among the same incidents. Thereby, the process analysis apparatus 20 can extract the final task for each reception.

  In addition, a process analysis system including a plurality of apparatuses may process each process of the process analysis apparatus 20 according to the present embodiment in a distributed manner by the plurality of apparatuses. FIG. 17 is a schematic block diagram showing the configuration of the data analysis system 1b in the modification. In addition, the same code | symbol is attached | subjected about the element same as FIG. 3, and the specific description is abbreviate | omitted. The configuration of the data analysis system 1b in FIG. 17 is such that the process analysis apparatus 20 is changed to a process analysis system 120 with respect to the configuration of the data analysis system 1 in FIG.

  FIG. 18 is a schematic block diagram showing the configuration of the process analysis system 120 in the modified example. The same elements as those in FIG. 4 are denoted by the same reference numerals, and detailed description thereof is omitted. The process analysis system 120 includes a data generation device 121, a data extraction device 122, a user terminal 123, and a communication network 124. The data generation apparatus 121 includes a communication unit 22, a response history acquisition unit 241, a data acquisition unit 242, a storage processing unit 243, and a storage unit 244. The data extraction device 122 includes a required time calculation unit 245, a user selection acquisition unit 246, an extraction unit 247, and a display processing unit 250.

  The user terminal 123 includes an input unit 21 and a display unit 23. The user terminal 123 transmits selection end mode information indicating the end mode selected by the user to the user selection acquisition unit 246 via the communication network 124. The display unit 23 displays data received from the data generation device 121 or the data extraction device 122 via the communication network 124.

  Further, a program for executing each process of the process analysis apparatus 20 of the present embodiment is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read into a computer system and executed. The various processes described above related to the process analysis apparatus 20 may be performed.

  Here, the “computer system” may include an OS and hardware such as peripheral devices. Further, the “computer system” includes a homepage providing environment (or display environment) if a WWW system is used. The “computer-readable recording medium” means a flexible disk, a magneto-optical disk, a ROM, a writable nonvolatile memory such as a flash memory, a portable medium such as a CD-ROM, a hard disk built in a computer system, etc. This is a storage device.

  Further, the “computer-readable recording medium” refers to a volatile memory (for example, DRAM (Dynamic) in a computer system serving as a server or a client when a program is transmitted via a network such as the Internet or a communication line such as a telephone line. Random Access Memory)) that holds a program for a certain period of time is also included. The program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting the program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line. The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, what is called a difference file (difference program) may be sufficient.

  As mentioned above, although embodiment of this invention was explained in full detail with reference to drawings, the concrete structure is not restricted to this embodiment, The design etc. of the range which does not deviate from the summary of this invention are included.

DESCRIPTION OF SYMBOLS 1, 1b Data analysis system 10 Data management apparatus 11 Database 20 Process analysis apparatus 21 Input part 22 Communication part 23 Display part 24 Control part 120 Process analysis system 121 Data generation apparatus 122 Data extraction apparatus 123 User terminal 124 Communication network 241 Acquisition history acquisition Unit 242 data acquisition unit 243 storage processing unit 244 storage unit 245 required time calculation unit
246 User selection acquisition unit 247 Extraction unit 248 Data reading unit 249 Reconfiguration unit 250 Display processing unit

Claims (7)

From the process history data indicating the history of the process, a data acquisition unit that acquires end mode information indicating the end mode of the process, and final task identification information for identifying the final task when the process ends,
A storage processing unit that associates the end mode information acquired by the data acquisition unit with final task identification information and stores the information in the storage unit;
A user selection acquisition unit for acquiring selection end mode information indicating an end mode selected by the user;
An extraction unit for extracting final task identification information corresponding to the selection end mode information acquired by the user selection acquisition unit from the storage unit;
A process analysis system comprising: The storage processing unit associates and stores in the storage unit process leaving mode information indicating an end mode when leaving the process and final task identification information for identifying a final task when leaving the process,
The user selection acquisition unit acquires selection process leaving mode information indicating a process leaving mode selected by the user,
The process analysis system according to claim 1, wherein the extraction unit extracts, from the storage unit, final task identification information corresponding to selection process leaving mode information acquired by the user selection acquisition unit. For each process, further comprising a required time calculation unit for calculating a required time that is a time required to carry out the process,
The extraction unit extracts a process based on the required time calculated by the required time calculation unit from the final task identification information stored in the storage unit, and finally identifies a final task belonging to the extracted process The process analysis system according to claim 1, wherein task identification information is extracted from the storage unit. From the process history data indicating the history of the process, a data acquisition unit that acquires end mode information indicating the end mode of the process, and final task identification information for identifying the final task when the process ends,
A storage processing unit that associates the end mode information acquired by the data acquisition unit with final task identification information and stores the information in the storage unit;
A data generation apparatus comprising: A user selection acquisition unit that acquires selection end mode information indicating an end mode indicating the end mode of the process selected by the user;
Corresponding to the selection end mode information acquired by the user selection acquisition unit, the final task identification information for identifying the final task when the process ends is stored in association with the end mode information and the final task identification information. An extraction unit for extracting from the storage unit;
A data extraction device comprising: A procedure in which a data acquisition unit acquires, from process history data indicating a process history, end mode information indicating an end mode of the process and final task identification information for identifying a final task when the process is completed; ,
A procedure in which the storage processing unit associates the end mode information acquired by the data acquisition unit with the final task identification information and stores the information in the storage unit.
A user selection acquisition unit for acquiring selection end mode information indicating an end mode selected by a user;
A procedure for the extraction unit to extract final task identification information corresponding to the selection end mode information acquired by the user selection acquisition unit from the storage unit;
The process analysis method characterized by having. On the computer,
A data acquisition step for acquiring end mode information indicating an end mode of the process and final task identification information for identifying a final task when the process ends, from process history data indicating a process history;
A storage processing step of associating the end mode information acquired by the data acquisition step with the final task identification information and storing the information in the storage unit;
A user selection acquisition step of acquiring selection end mode information indicating an end mode selected by the user;
An extraction step of extracting from the storage unit final task identification information corresponding to the selection end mode information acquired by the user selection acquisition step;
A program for running

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