JP2016042290A - Information processing device and information processing program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing device which is designed so that a check item having the hierarchical structure to be operated on by an operator is altered from the next time on the basis of a value pertaining to the result of whether operation by the operator was successful or not.SOLUTION: First alteration means of the information processing device alters a check item having the hierarchical structure to be operated on by an operator in such a way that when a value pertaining to the result of whether operation by the operator was successful or not matches a predetermined first condition, a check item located above the check item is made to be checked from the next time on, and second alteration means alters the check item in such a way that when the value pertaining to the result of whether operation by the operator was successful or not matches a predetermined second condition, a check item located below the check item is made to be checked from the next time on.SELECTED DRAWING: Figure 1

Description

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

  In Patent Document 1, the problem is to prevent the same operator from repeatedly generating the same error, and an error caused by an operator's operation error is detected for each job, and the operation stored in the management memory Write NG or OK for each job in the job result record table for each person, and if there are more than N consecutive NGs in a predetermined number of M times, register the operator's identification information in the job-specific beginner table In addition, when the operator obtains the identification information of the operator at the time of business, the main control unit determines whether or not the identification information is registered in the business-specific beginner table. It is disclosed that an operation guidance message screen is read from a program memory and displayed on a display unit in order to prevent an operation error.

  In Patent Document 2, an application procedure via an automatic contract machine or the Internet is performed in a recent financial institution, and operation explanations in the procedure operation are also performed by various methods. The degree, age, operation speed, etc. vary, and the information on the operation explanation required by the applicant is not necessarily the same. Therefore, the conventional operation guidance methods cannot sufficiently respond to various requests. In the application process from customers using automatic contract machines and personal computers, the customer's input operation status and customer attributes are judged and appropriate operation guidance is provided by video to provide detailed customer information. It is disclosed that it is possible to cope with it and to shorten the processing time.

  In Patent Document 3, it is an object to prevent leakage of window work by a window clerk, and the window terminal has an operation guidance screen in which a processing work area, a staff check area, and a terminal check area are arranged on the display unit. When the input to switch the display of the processing work area to the next processing item is performed without input to the confirmation input section of the clerk check area by the input section of the counter clerk, the office corresponding to the confirmation input section It is disclosed that a word prompting execution of a checklist is displayed in a processing work area.

JP 2006-184990 A JP 2008-217722 A JP 2010-073146 A

  The present invention provides an information processing apparatus and an information processing program that change a check item having a hierarchical structure that is an operation target by an operator from the next time based on a value related to a result of success or failure of an operation by the operator. It is intended to provide.

The gist of the present invention for achieving the object lies in the inventions of the following items.
According to the first aspect of the present invention, when a check item having a hierarchical structure that is an operation target by an operator, a value related to the success / failure result of the operation by the operator meets a predetermined first condition , A first changing means for changing a check item positioned higher than the check item to be a check item from the next time, and a second value for the success / failure result predetermined for the check item. An information processing apparatus comprising: a second changing unit that changes a check item positioned below the check item to be a check item from the next time when the condition is met.

  In the invention of claim 2, as the first condition, an error rate of an operation by the operator with respect to the target check item and another check item having the same upper node as the check item is The information processing apparatus according to claim 1, wherein the information processing apparatus is less than or less than a predetermined threshold.

  The invention according to claim 3 is characterized in that, as the second condition, an error rate of operation by the operator with respect to a check item that is a target is higher or higher than a predetermined threshold value. The information processing apparatus according to 1 or 2.

  The invention according to claim 4 is the first change means or the second change means for the next time after a predetermined period has elapsed since the processing by the first change means or the second change means. The operation for performing the processing according to the above or calculating the error rate is an operation performed within a predetermined period from the present time, or the number of times is greater than a predetermined threshold The information processing apparatus according to claim 2, wherein the operation is performed as described above.

  According to a fifth aspect of the present invention, the first changing means operates the second check item positioned below the first check item with respect to a predetermined first check item by the operator. 5. The information processing apparatus according to claim 1, wherein a value related to the success / failure result is handled as a value related to the success / failure result of the operation on the first check item.

  The invention according to claim 6 is characterized in that the first changing means is for a predetermined check item, either for the check item or another check item having the same upper node as the check item. When the error rate of the operation by the operator is less than or less than a predetermined threshold, the check item positioned above the check item is changed to be the check item from the next time. An information processing apparatus according to any one of claims 2 to 5.

  According to the seventh aspect of the invention, the computer satisfies a first condition in which a value related to the success / failure result of the operation by the operator matches a check item having a hierarchical structure that is an operation target by the operator. In this case, a first change means for changing a check item positioned above the check item to be a check item from the next time, and a value related to the success / failure result is determined in advance for the check item. When the second condition is met, the information processing program functions as a second changing unit that changes a check item positioned below the check item to be a check item from the next time.

  According to the information processing apparatus of the first aspect, the check item having a hierarchical structure that is an operation target by the worker can be changed from the next time based on the value related to the success / failure result of the operation by the worker.

  According to the information processing apparatus of claim 2, as a first condition, an error rate of an operation by an operator for a check item that is a target and another check item having the same upper node as the check item Can be less than or less than a predetermined threshold.

  According to the information processing apparatus of the third aspect, as the second condition, the error rate of the operation by the operator with respect to the target check item can be higher or higher than a predetermined threshold value.

  According to the information processing apparatus of claim 4, after a predetermined period has elapsed since the processing by the first changing unit or the second changing unit, the next first changing unit or second The operation to be processed by the changing means or the calculation of the error rate is an operation performed within a predetermined period from the present time, or the number of times is based on a predetermined threshold. It can be said that the operation has been performed more or more.

  According to the information processing apparatus of claim 5, for a predetermined first check item, a value related to a result of success or failure of an operation by an operator for a second check item positioned below the first check item Can be treated as a value relating to the success / failure result of the operation for the first check item.

  According to the information processing apparatus of claim 6, for a predetermined check item, an operator's operation on either the check item or another check item having the same upper node as the check item If the error rate is less than or less than a predetermined threshold, the check item positioned higher than the check item can be changed to be the check item from the next time.

  According to the information processing program of the seventh aspect, the check item having a hierarchical structure that is an operation target by the operator can be changed from the next time based on the value related to the success / failure result of the operation by the operator.

It is a conceptual module block diagram about the structural example of this Embodiment. It is explanatory drawing which shows the system configuration example at the time of implement | achieving this Embodiment. It is explanatory drawing which shows the example of the check item handled by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is explanatory drawing which shows the example of a data structure of a proficiency level determination table. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the example of a data structure of a work log table. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the example of a data structure of an error rate table. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the data structure example of a group table. It is a block diagram which shows the hardware structural example of the computer which implement | achieves this Embodiment.

Hereinafter, an example of a preferred embodiment for realizing the present invention will be described with reference to the drawings.
FIG. 1 shows a conceptual module configuration diagram of a configuration example of the present embodiment.
The module generally refers to components such as software (computer program) and hardware that can be logically separated. Therefore, the module in the present embodiment indicates not only a module in a computer program but also a module in a hardware configuration. Therefore, the present embodiment is a computer program for causing these modules to function (a program for causing a computer to execute each procedure, a program for causing a computer to function as each means, and a function for each computer. This also serves as an explanation of the program and system and method for realizing the above. However, for the sake of explanation, the words “store”, “store”, and equivalents thereof are used. However, when the embodiment is a computer program, these words are stored in a storage device or stored in memory. It is the control to be stored in the device. Modules may correspond to functions one-to-one, but in mounting, one module may be configured by one program, or a plurality of modules may be configured by one program, and conversely, one module May be composed of a plurality of programs. The plurality of modules may be executed by one computer, or one module may be executed by a plurality of computers in a distributed or parallel environment. Note that one module may include other modules. Hereinafter, “connection” is used not only for physical connection but also for logical connection (data exchange, instruction, reference relationship between data, etc.). “Predetermined” means that the process is determined before the target process, and not only before the process according to this embodiment starts but also after the process according to this embodiment starts. In addition, if it is before the target processing, it is used in accordance with the situation / state at that time or with the intention to be decided according to the situation / state up to that point. When there are a plurality of “predetermined values”, the values may be different from each other, or two or more values (of course, including all values) may be the same. In addition, the description having the meaning of “do B when it is A” is used in the meaning of “determine whether or not it is A and do B when it is judged as A”. However, the case where it is not necessary to determine whether or not A is excluded.
In addition, the system or device is configured by connecting a plurality of computers, hardware, devices, and the like by communication means such as a network (including one-to-one correspondence communication connection), etc., and one computer, hardware, device. The case where it implement | achieves by etc. is also included. “Apparatus” and “system” are used as synonymous terms. Of course, the “system” does not include a social “mechanism” (social system) that is an artificial arrangement.
In addition, when performing a plurality of processes in each module or in each module, the target information is read from the storage device for each process, and the processing result is written to the storage device after performing the processing. is there. Therefore, description of reading from the storage device before processing and writing to the storage device after processing may be omitted. Here, the storage device may include a hard disk, a RAM (Random Access Memory), an external storage medium, a storage device via a communication line, a register in a CPU (Central Processing Unit), and the like.

The information processing apparatus 100 according to the present embodiment changes check items. As shown in the example of FIG. 1, the business flow management module 110, the check item management module 120, the work log recording module 130, the check It has an item display / input module 140, a correctness determination module 150, a proficiency level determination module 160, a group proficiency level determination module 170, and a check item definition module 180.
For example, in a financial institution such as a bank, each financial institution prepares rules such as administrative rules and administrative manuals based on the notification of the Financial Services Agency, and conducts business accordingly. Other than financial institutions, it is necessary to comply with regulations such as manuals from the perspective of risk management and compliance.
There is a check item as a mechanism to comply with such regulations.

  The business flow management module 110 is connected to the check item management module 120. The business flow management module 110 manages a business flow. Here, the “business flow” is a definition of how to proceed and procedures. The “business process” is a substance of a business executed (implemented) along the business flow, and is also expressed as a matter or a business instance. Here, “managing” includes storing at least target information and may correspond to access (reading, writing, correction, etc.) to information from other modules.

The check item management module 120 is connected to the business flow management module 110 and the check item definition module 180. The check item management module 120 manages the structured check items (check items having a hierarchical structure) and the proficiency level determination table 800 corresponding to the business flow.
FIG. 3 is an explanatory diagram showing an example of the check items 300 handled in the present embodiment. As a specific example of the structured check item, an example of bank window business is shown.
As check items 300, window reception 310, number tag reception 312, date confirmation 314, reception slip confirmation 316, entry omission confirmation 318, obscure item confirmation 320, identity confirmation 330, confirmation item confirmation 332 , Name confirmation 334, address confirmation 336, date of birth confirmation 338, face photo confirmation 340, confirmation date expiry date confirmation 342, confirmation that it was created within half a year 344, within expiry date Confirmation 346, product description 350, customer target confirmation 352, explanation item confirmation 354, and signature confirmation 356. These have a hierarchical structure. That is, the check items are hierarchized according to the proficiency level, and there are a check item in which a plurality of check items are aggregated and a check item that is expanded in a plurality. As a method of using the check item 300, specifically, when work is performed on an upper check item (a check item of a parent node), a check item lower than that (a check item that is a child node of the parent node) ) Is not required. Which check item is used for the work is determined according to the proficiency level of the worker, and is an upper check for an expert and a lower check for an unskilled person (beginner, etc.).
The work flow axis 380 indicates that the work proceeds from top to bottom. In the uppermost hierarchy in the example of FIG. 3, the window reception 310, identity verification 330, and product description 350 are shown to proceed.
The proficiency level axis 390 indicates that the higher the proficiency level is, the more left check items are required, and the lower the proficiency level is, the more right check items are required.
With the window reception 310 as a parent node, there are child nodes of reception of a number tag 312 and confirmation of a reception slip 316. There is a child node of the date confirmation 314 with the receipt of the number tag 312 as a parent node. The receipt slip confirmation 316 is used as a parent node, and there are child nodes such as an omission check 318 and an unclear item confirmation 320.
With the person confirmation 330 as a parent node, there are child nodes of a confirmation item 332 for confirmation items in the confirmation material and an expiration date confirmation 342 for the confirmation material. There are child nodes of name confirmation 334, address confirmation 336, date of birth confirmation 338, and face photograph confirmation 340, with confirmation item 332 in the confirmation material as a parent node. There is a child node of a confirmation 344 that is created within half a year and a confirmation 346 that it is within the validity period, with the validity period confirmation 342 of the confirmation material as a parent node.
With the product description 350 as a parent node, there are child nodes such as a customer target confirmation 352, an explanation item confirmation 354, and a signature confirmation 356.

FIG. 8 is an explanatory diagram showing an example of the data structure of the proficiency level determination table 800. The proficiency level determination table 800 includes an item field 810, an increase threshold value field 820, and a decrease threshold value field 830. The item column 810 stores check items. The rising threshold value column 820 stores the rising threshold value in the check item. The descending threshold value column 830 stores the descending threshold value in the check item. For example, in order to change from the position of the check item A ₀₀ (number tag receipt 312) to the upper check item A ₀ (window reception 310), the error rate needs to be 10% or less, and the error rate is Ascending threshold value column 820 and falling threshold value column 830 that become lower check items A ₀₀₀ (date confirmation 314) and A ₀₁₀ (missed entry confirmation 318) when 80% or more are set are set according to the importance and accuracy of each operation. . For example, since the identity confirmation work (B ₀₀ (confirmation item 332 of confirmation material), B ₀₁ (confirmation date confirmation 342 of confirmation material)) is required to be accurate, the threshold value is increased compared to other work. Is set to Here, “the threshold value is higher” means that the numerical value of the threshold value is lower than the other check items in both the rising threshold value column 820 and the falling threshold value column 830. For example, the B _00, not the check item of the upper unless the error rate is less than 5%, but becomes lower check items if the error rate is 15% or more, the A _00, the error rate is If the error rate is not 80% or more, the check item is not a lower check item.

The work log recording module 130 is connected to the correctness determination module 150, the proficiency level determination module 160, and the group proficiency level determination module 170. The work log recording module 130 records the correctness of each work of the executed process. That is, the correctness of the work performed is recorded as a work log.
The check item display / input module 140 is connected to the correctness determination module 150, the check item definition module 180, the business system 190a, the business system 190b, and the business system 190c. The check item display / input module 140 displays check items and accepts check items checked by the operator's operation.
The correctness determination module 150 is connected to the work log recording module 130, the check item display / input module 140, the business system 190a, the business system 190b, and the business system 190c. The correctness determination module 150 determines correctness of each work in the process. Here, the success / failure determination may be made based on whether or not the information input by the operator is a predetermined value (or whether or not the information is included in a predetermined range). For example, it is determined whether or not an alphabetic character is included in the reading of the name, an alphabetic character is included on the date of birth to be described in numbers, and the like. Further, a person in charge (such as a supervisor of the worker) may make a determination and accept the result.

The proficiency level determination module 160 is connected to the work log recording module 130, the group proficiency level determination module 170, and the check item definition module 180. The proficiency level determination module 160 determines from the work log in the work log recording module 130 that the target worker is likely to fail in the target work (low proficiency level) and hardly fails (high proficiency level). It is determined that either. Alternatively, the proficiency level of the target worker is determined from the determination result in the group proficiency level determination module 170 described later. Therefore, the proficiency level determination module 160 determines whether or not any one of a first condition, a second condition, a select condition 1610, and a skip condition 1620 described later is met. For example, the proficiency level of the worker is determined from the work log and the proficiency level determination table 800.
The group proficiency level determination module 170 is connected to the work log recording module 130 and the proficiency level determination module 160. The group proficiency level determination module 170 determines the proficiency level of the worker group from the work log in the work log recording module 130. The proficiency level of the group is determined by combining the logs of workers belonging to the group.

The check item definition module 180 is connected to the check item management module 120, the check item display / input module 140, and the proficiency level determination module 160. The check item definition module 180 defines or updates a check item (profile) to be presented in accordance with the proficiency level determined by the proficiency level determination module 160. That is, a detailed check item (a check item at a lower position than the current check item) is presented for an operation determined to be easy to fail (low proficiency level). On the other hand, a simple check item (a check item at a higher position than the current check item) is presented for the work derived that hardly fails (the degree of proficiency is high).
When the check item definition module 180 has a hierarchical structure that is an operation target by the worker and the value related to the success / failure result of the operation by the worker meets a predetermined first condition, Then, the check item positioned above the check item is changed to be the check item from the next time. As this first condition, the error rate of the operation by the operator with respect to the target check item and other check items having the same upper node as the check item is less than or less than a predetermined threshold value. It may be.
In addition, the check item definition module 180 gives a value related to the result of success or failure of the operation by the operator for the second check item positioned below the first check item, with respect to the predetermined first check item. You may make it handle as a value regarding the success or failure result of the operation with respect to the first check item. Specifically, this will be described later using the skip condition 1620 shown in the example of FIG. This change is made as an option, and is applied to a predetermined check item. Therefore, the first condition described above or the select condition 1610 described later is applied to other check items.
In addition, the check item definition module 180 performs an error in an operation by an operator with respect to a predetermined check item, either the check item or another check item having the same upper node as the check item. If the rate is less than or less than a predetermined threshold value, the check item positioned above the check item may be changed to be the check item from the next time. Specifically, this will be described later using a select condition 1610 shown in the example of FIG. This change is made as an option, and is applied to a predetermined check item. Therefore, the first condition described above or the skip condition 1620 described above is applied to other check items.

  Then, when the value related to the success / failure result for the check item meets a predetermined second condition, the check item positioned below the check item is changed to be the next check item. As the second condition, the error rate of the operation by the operator with respect to the target check item may be higher or higher than a predetermined threshold.

After a predetermined period of time has elapsed since the processing by the check item definition module 180, the next processing by the check item definition module 180 or the operation that is the target for calculating the error rate is: It may be an operation performed within a predetermined period from the present time, or may be an operation performed more than or more than a predetermined threshold. Specifically, it will be described later with reference to a flowchart shown in the example of FIG.
The business system 190a, the business system 190b, and the business system 190c are connected to the check item display / input module 140 and the correctness determination module 150 of the information processing apparatus 100, respectively. The business system 190 is a system used for performing business or work. For example, the business system 190 includes a scan system, a seal collation system, an account system, and a workflow system.

FIG. 2 is an explanatory diagram showing an example of a system configuration when the present embodiment is realized.
The information processing apparatus 100, the business system 190a, the business system 190b, the business system 190c, the work terminal 210a, and the work terminal 210b are connected to each other via a communication line 290. The communication line 290 may be wireless, wired, or a combination thereof, for example, the Internet as a communication infrastructure. An operator uses the business system 190 using the work terminal 210, and when the business system 190 is used, display of check items, input of work results, and the like are performed by the information processing apparatus 100. The check items to be displayed are changed according to the work log.

FIG. 4 is a flowchart showing an example of processing according to this embodiment.
In step S402, the worker starts a target business flow.
In step S404, the worker performs work in the business flow.
In step S406, the operator determines the execution of each check item by the check item display / input module 140, and inputs a check.
In step S408, all checks are input, and a trigger for moving to the next work is activated.
In step S410, the correctness determination module 150 determines whether the work result is correct. If the result is positive, the process proceeds to step S414. If not (return), the process proceeds to step S412.

In step S412, the correctness determination module 150 records the target check item as NG in the work log recording module 130, and returns to step S406.
In step S414, the execution of all work in the business flow is confirmed, and if positive (if all work in the business flow is being performed), the process proceeds to step S418, and if not, the process proceeds to step S416.
In step S416, the check item display / input module 140 switches to the next work screen.
In step S418, check items that are not NG (check items that have not been processed in step S412) are set to OK and recorded in the work log recording module 130.

FIG. 5 is a flowchart showing an example of processing according to the present embodiment.
In step S502, it is determined whether or not valid log data exists. If the log data is positive (if it exists), the process proceeds to step S504. If not, the process ends (step S599). Details of the determination processing in step S502 will be described later with reference to the flowchart shown in the example of FIG.
In step S504, one check item is acquired from the current profile. The check items currently being presented to the target worker are in the profile. The profile will be described later using the example of FIG.
In step S506, the check item hierarchy is acquired.
In step S508, a threshold value (up / down) is acquired from the proficiency level determination table.
In step S510, the error rate of the check item is calculated from the log data.

In step S512, the error rate is compared with a threshold value. If it is equal to or greater than the falling threshold value, the process proceeds to step S514. If it is equal to or smaller than the rising threshold value, the process proceeds to step S516. The proficiency level determination table 800 illustrated in FIG. 8 is used as the threshold value here.
In step S514, the profile is updated to present child items.
In step S516, it is determined whether or not all other items having the same parent item are rising candidates, and if positive (if all other items having the same parent item are rising candidates), step S518 is determined. If NO, go to step S520.
In step S518, the profile is updated to present the parent item.
In step S520, the check item is recorded as a rising candidate.
In step S522, it is determined whether or not all check items have been processed. If positive (if all check items have been processed), the processing ends (step S599). If not, the processing returns to step S504.

FIG. 6 is an explanatory diagram showing a processing example according to the present embodiment. 6 is a part of the check item 300 illustrated in FIG. Further, threshold values in the proficiency level determination table 800 illustrated in FIG. 8 are given as an increase threshold value 332a, a decrease threshold value 332b, and the like. For example, when the error rate is 15% or more in the check item of the confirmation item 332 in the confirmation material, the name confirmation 334 and the confirmation of the address, which are the lower check items of the confirmation item 332 in the confirmation material 336, date of birth confirmation 338, face photo confirmation 340 are set to be presented, and if the error rate is 5% or less, check items above confirmation 332 of confirmation items in confirmation material This is a candidate for changing the presentation to the identity verification 330.
The example of FIG. 6 presents the check items of a confirmation of name 334, confirmation of address 336, confirmation of birth 338, confirmation of face photograph 340 to a certain worker, It is assumed that the check item of the time limit confirmation 342 is presented. In these check items, work is performed and logs are accumulated. 4 and 5, the error rate is increased in thresholds 334 a, 336 a, 338 a, respectively, in the name confirmation 334, address confirmation 336, date of birth confirmation 338, and face photograph confirmation 340. Since it is 340a or less (in the case of step S512 being below the rising threshold and in step S512 being “positive”, that is, when all are candidates for rising), instead of presenting these four check items, The confirmation 332 is changed to be presented. On the other hand, since the error rate in the confirmation date 342 of the confirmation material is 15% or more (in step S512, the decrease threshold or more), the confirmation date 342 of the confirmation material is not presented, but it is created within half a year. To confirm that it is within the validity period 344 (all child nodes of the confirmation material validity period 342).

FIG. 7 is a flowchart showing an example of processing according to the present embodiment. The details of the process of step S502 in the flowchart illustrated in FIG. 5 are shown.
In step S702, it is determined whether or not a certain period has elapsed since the previous proficiency level update date / time. If it is positive (if the certain period has elapsed), the process proceeds to step S704. If not, the process proceeds to step S710. “After the proficiency level update process (the process of the flowchart illustrated in FIG. 5), reprocessing is not performed immediately”.
In step S704, it is determined whether the data has been executed within a certain period (predetermined period). If the data is positive (if it has been carried out within a certain period), step S706 is performed. If NO, go to step S710. It indicates that “old data is not used”.
In step S706, it is determined whether or not the number of data is greater than or equal to a certain number (predetermined threshold). If the number is positive (if the number of data is greater than or equal to a certain number), the process proceeds to step S708. Advances to step S710. This indicates that if the number of data necessary for the processing is not present, the proficiency level update processing is not performed.
In step S708, [positive] is returned.
In step S710, [No] is returned.
It should be noted that “correct” or “no” may be determined in any one of steps S702, S704, and S706, or a combination of the two processes may be used. Further, the order of these processes is not limited, and a plurality of processes may be performed simultaneously.

  FIG. 9 is an explanatory diagram showing a processing example according to the present embodiment. Each check item illustrated in FIG. 3 is associated with an increase threshold value and a decrease threshold value. The rising threshold value and the falling threshold value are values in the proficiency level determination table 800 illustrated in FIG. 8, but the proficiency level determining table 800 is not prepared, and as shown in the example of FIG. It may be a data structure that gives

FIG. 10 is an explanatory diagram showing a processing example according to the present embodiment. A profile is set for each worker. Here, the profile defines a set of check items to be presented to the worker.
A profile 1010a shown in the example of FIG. 10A shows an initial state of the profile. Here, the receipt of the number tag 312, the confirmation of the receipt slip 316, the confirmation item 332 of the confirmation material, the confirmation of the expiration date 342 of the confirmation material, the confirmation 352 of the customer object, the confirmation 354 of the explanation item, and the confirmation 356 of the signature Present as the initial state.
The profile 1010b shown in the example of FIG. 10B shows the profile after the proficiency level update (after the processing of the flowchart illustrated in FIG. 5). Here, the receipt of the number tag 312 and the confirmation of the reception slip 316 are changed (increased) to the reception desk 310, and the confirmation item 332 of the confirmation material includes the name confirmation 334, the address confirmation 336, the date of birth. Confirmation 338 and face photo confirmation 340 are changed (decreased), the confirmation date expiry date confirmation 342 remains the same, the customer target confirmation 352, the explanation confirmation 354, and the signature confirmation 356 remain unchanged. It is.

FIG. 11 is an explanatory diagram showing a processing example according to the present embodiment. Here, an example of presentation according to the profile illustrated in FIG. 10 is shown.
The example of FIG. 11A shows the initial state of the window reception screen 1110a, the identity confirmation screen 1120a, and the product description screen 1130a. In other words, check items for receipt of the number tag 312 and confirmation of the receipt slip 316 are presented on the window reception screen 1110a, and confirmation items 332 for confirmation materials and confirmation of the expiration date of the confirmation materials are displayed on the identity confirmation screen 1120a. 342 check items are presented, and on the product explanation screen 1130a, check items for a customer target confirmation 352, explanation items confirmation 354, and signature confirmation 356 are presented. When the next button 1118a is selected, the next identity confirmation screen 1120a is presented. The same applies to the other buttons 1128a and the like.
The example of FIG. 11B shows a state after the proficiency level update of the window reception screen 1110b, the identity confirmation screen 1120b, and the product description screen 1130b. In other words, check items for the window reception 310 are presented on the window reception screen 1110b, and a name confirmation 334, address confirmation 336, date of birth confirmation 338, face photo confirmation 340, confirmation are displayed on the person confirmation screen 1120b. The check items of the material expiration date confirmation 342 are presented, and the product description screen 1130 b presents the check items of the customer target confirmation 352, the explanation confirmation 354, and the signature confirmation 356. Thus, the check item according to the proficiency level of the worker for each work is presented.

FIG. 12 is an explanatory diagram showing a processing example according to the present embodiment. The process using the example of FIG. 12 will be described later in detail in the order of processing using the examples of FIGS.
In response to the operator's operation on the work terminal 210, an “input / reference process” 1210 is performed on the business system 190. The check item display / input module 140 presents the window reception screen 1110a illustrated in FIG. 11 and the like, and the correctness determination module 150 performs “reference processing” 1220 on the business system 190, and determines whether the check item is correct or not. The process of “determination” 1230 is performed. In the case where the “return processing” 1240 has occurred and the processing in step S 412 has been performed, “NG” (“×” in FIG. 12) is entered in the work log table 1300 in the work log recording module 130. The “OK process” 1250 that has been “confirmed to perform all work” 1260 (step S418) is displayed in the work log table 1300 in the work log recording module 130 as “OK” (“◯” in FIG. 12). Fill in. Then, the process proceeds to “next work” 1270 (for example, identity verification), and the check item changing process is repeated.

FIG. 13 is an explanatory diagram showing an example of the data structure of the work log table 1300. The work log table 1300 has a number-of-times column 1310, a work A column 1320, a work B column 1330, and a work C column 1340. The number-of-times column 1310 stores the number of times. The work A column 1320 stores work A. The work B column 1330 stores work B. The work C column 1340 stores work C.
The work A column 1320 includes a check item A ₀₀ column 1322 and a check item A ₀₁ column 1324. The check item A ₀₀ column 1322 stores the results of “OK” and “NG” when the number tag is received 312. The check item A ₀₁ column 1324 stores the results of “OK” and “NG” in the confirmation 316 of the receipt slip. The work B column 1330 includes a check item B ₀₀ column 1332 and a check item B ₀₁ column 1334. The check item B ₀₀ column 1332 stores the results of “OK” and “NG” in the confirmation 332 of the items described in the confirmation material. The check item B ₀₁ column 1334 stores the results of “OK” and “NG” in the confirmation 342 of the expiration date of the confirmation material. The work C column 1340 includes a check item C ₀₀ column 1342, a check item C ₀₁ column 1344, and a check item C ₀₂ column 1346. The check item C ₀₀ column 1342 stores the results of “OK” and “NG” in the customer target confirmation 352. The check item C ₀₁ column 1344 stores the results of “OK” and “NG” in the explanation item confirmation 354. The check item C ₀₂ column 1346 stores the results of “OK” and “NG” in the signature confirmation 356. Of course, the data structure of the work log table 1300 is changed according to the profile. The error rate is calculated from the work log table 1300. In the example of FIG. 13 (up to four work results), the error rate of the number tag reception 312 (number of mistakes / total number of works in question) is 0%. The error rate is 50%.

FIG. 14 is an explanatory diagram showing a processing example according to the present embodiment. It is assumed that N or more data are accumulated in the work log table 1300 in the work log recording module 130 in the most recent M days.
The proficiency level determination module 160 performs “reference processing” 1410 on the work log table 1300, calculates an error rate in each work, and generates an error rate table 1500. Then, the proficiency level determination module 160 performs “reference processing” 1420 on the check item 300 and the proficiency level determination table 800 from the check item management module 120, and performs “update notification processing” 1430 on the check item definition module 180. Note that by comparing the error rate in the error rate table 1500 with the threshold value in the proficiency level determination table 800, for the operation A, the check items of the parent of the receipt of the number tag 312 and the confirmation of the receipt slip 316 (window reception 310 ) For work B, check items of confirmation item 332 child confirmation item 332 (name confirmation 334, address confirmation 336, date of birth confirmation 338, face photo confirmation 340) It is determined to present. Then, the check item definition module 180 performs “update processing” 1440 on the profile of the subject worker.

FIG. 15 is an explanatory diagram showing an example of the data structure of the error rate table 1500. The error rate table 1500 has an error rate column 1510, a work A column 1520, a work B column 1530, and a work C column 1540. The error rate column 1510 stores an error rate. The work A column 1520 stores work A. The work B column 1530 stores work B. The work C column 1540 stores work C. The work A column 1520 includes a check item A ₀₀ column 1522 and a check item A ₀₁ column 1524. The check item A ₀₀ column 1522 stores the error rate at the receipt of the number tag 312. The check item A ₀₁ column 1524 stores the error rate in the confirmation 316 of the reception slip. The work B column 1530 includes a check item B ₀₀ column 1532 and a check item B ₀₁ column 1534. The check item B ₀₀ column 1532 stores the error rate in the confirmation 332 of the items described in the confirmation material. The check item B ₀₁ column 1534 stores an error rate in the confirmation 342 of the expiration date of the confirmation material. The work C column 1540 includes a check item C ₀₀ column 1542, a check item C ₀₁ column 1544, and a check item C ₀₂ column 1546. The check item C ₀₀ column 1542 stores the error rate in the customer target confirmation 352. The check item C ₀₁ column 1544 stores the error rate in the explanation item confirmation 354. The check item C ₀₂ column 1546 stores the error rate in the signature confirmation 356. The error rate in the error rate table 1500 and the threshold value in the proficiency level determination table 800 are compared to determine whether to change to a higher or lower check item.

FIG. 16 is an explanatory diagram illustrating a processing example (processing example of a select condition 1610 and a skip condition 1620) according to the present embodiment. Note that the select condition 1610 and the skip condition 1620 are optional conditions and are given to predetermined check items.
In the case of a parent item having a [select] condition, the select condition 1610 presents a higher-order check item when at least one of the child items is a rising candidate. Specifically, in the above-described example, both the confirmation 344 that the document is created within half a year and the confirmation 346 that it is within the expiration date are both presented as the confirmation date 342 of the expiration date of the confirmation document if it is not an increase candidate. However, if only the confirmation 344 that has been created within half a year is an increase candidate, the confirmation 342 of the expiration date of the confirmation material is presented. It should be noted that even if the determination result for the confirmation 346 that it is within the expiration date has been lowered, the confirmation 342 of the expiration date of the confirmation material may be presented. In addition, when the determination result for the confirmation 346 that is within the expiration date is downward, the confirmation date 342 of the expiration date of the confirmation material may not be presented. That is, if one of the check items having the same parent as the target check item has a determination result that is a decrease, the check item may not be increased.
FIG. 17 is an explanatory diagram showing a processing example (processing example of the select condition 1610) according to the present embodiment.
On the identity confirmation screen 1710a, as confirmation items, confirmation 332 of the description items of the confirmation material, confirmation 344 that it has been created within six months, and confirmation 346 that it is within the expiration date are presented. Since the selection condition 1610 is set in the confirmation period 342 of the confirmation material, the confirmation 344 that it has been created within half a year is a rise candidate. Present. That is, on the person confirmation screen 1710b, confirmation items 332 for confirmation material and confirmation date 342 for confirmation material expiration are presented as check items. In the example of FIG. 17, items with “◯” indicate that they are candidates for ascent (the same applies to FIG. 18).

In the case of the parent item having the [skip] condition, the skip condition 1620 is replaced with the condition in the parent item when it is determined that the upper item is presented from the child item. The check item A to which the skip condition 1620 is assigned is a dummy. If the check item B that is a child of the check item A is an increase, the check item A is set as an increase candidate. Specifically, if the name illegal character confirmation 1632 and the name font confirmation 1634 are rising candidates, the name confirmation 334 is a rising candidate, the address confirmation 336, the date of birth confirmation 338, the face photo Since the confirmation 340 is also a rise candidate, the rise is to the confirmation 332 of the items described in the confirmation material.
FIG. 18 is an explanatory diagram showing a processing example (processing example of the skip condition 1620) according to this embodiment.
The identity confirmation screen 1810a includes check items for illegal character 1632, full name 1634, address confirmation 336, date of birth confirmation 338, face photo confirmation 340, and confirmation document expiration date. A confirmation 342 is presented. Since the skip condition 1620 is set in the name confirmation 334, the illegal character confirmation 1632 and the name font confirmation 1634 are candidates for increase, the address confirmation 336, the date confirmation 338, the face Since the confirmation 340 of the photo is a rising candidate, the confirmation of the illegal character of the name 1632, the confirmation of the name of the name 1634, the confirmation of the address 336, the confirmation of the date of birth 338, and the confirmation of the face photo 340 An item confirmation 332 is presented. That is, on the person confirmation screen 1810b, the confirmation items 332 for the confirmation material and the expiry date confirmation 342 for the confirmation material are presented as check items.

19, 20, and 21 are explanatory diagrams illustrating processing examples according to the present embodiment.
FIG. 19 shows processing related to the “window reception” operation.
In the process (1) 1910, the “window reception” operation is performed by the worker.
In the process (2) 1920, “determining whether check items are correct” 1230 is performed in the “window reception” operation. Here, all are “OK” (no error, no return).
In process (3) 1930, the process proceeds to “next work” 1270 (from “window reception” to “identification”). At this time, “OK” is not recorded.
FIG. 20 shows processing related to the “identification” operation.
In process (1) 2010, the “identification” operation is performed by the operator.
In process (2) 2020, “determining whether check items are correct” 1230 in the “identification” operation is performed. Here, it was determined that the confirmation item 332 in the confirmation material was “NG”.
In the process (3) 2030a, “NG” is recorded in the work log table 1300 for the confirmation item 332 of the description items of the confirmation material.
In process (3) 2030b, “send back process” 1240 is performed for confirmation 332 of the items described in the confirmation material.
Processing (3) 2030a and processing (3) 2030b may be performed first or may be performed in parallel.
In the process (4) 2040, as a result of the “send-back process” 1240, the operator performs a check 332 of the items described in the check material. Then, the process proceeds to “Product Description”.
FIG. 21 shows processing related to the “product description” operation.
In the process (1) 2110, the “product description” work is performed by the worker.
In process (2) 2120, the correctness determination module 150 performs “reference process” 1220 on the business system 190.
In process (3) 2130, “OK” is determined as a result of “determining whether check items are correct” 1230, and the process proceeds to “confirm execution of all work” 1260.
In the process (4) 2140, since all the operations (acceptance at the counter, identity verification, product description) have been completed, items other than “NG” are recorded as “OK” in the work log table 1300.

FIG. 22 is an explanatory diagram showing an example of the data structure of the group table 2200. The group table 2200 has a group ID column 2210 and a member ID column 2220. In the present embodiment, group ID column 2210 stores information (group ID: IDentification) for uniquely identifying a group. The member ID column 2220 is a member belonging to the group, and stores information (member ID) for uniquely identifying the member in the present embodiment.
The group proficiency level determination module 170 uses the group table 2200 to extract the member ID of the worker of the target group, extracts the work log of the member ID, and acquires the proficiency level determination module as a log in the group To 160. The proficiency level determination module 160 performs determination based on the log, and the check item definition module 180 performs check item change processing for the workers in the group.

  Note that the hardware configuration of the computer on which the program according to the present embodiment is executed is a general computer as illustrated in FIG. 23, specifically, a personal computer, a computer that can be a server, or the like. That is, as a specific example, the CPU 2301 is used as a processing unit (calculation unit), and the RAM 2302, the ROM 2303, and the HD 2304 are used as storage devices. For example, a hard disk or an SSD (Solid State Drive) may be used as the HD 2304. A CPU 2301 for executing programs such as a check item display / input module 140, a correct / incorrect determination module 150, a proficiency determination module 160, a group proficiency determination module 170, a check item definition module 180, and a RAM 2302 for storing the programs and data; Data based on the user's operations on the ROM 2303 storing a program for starting the computer, the HD 2304 which is an auxiliary storage device (may be a flash memory, etc.), a keyboard, a mouse, a touch panel, etc. Receiving device 2306, an output device 2305 such as a CRT or a liquid crystal display, a communication line interface 2307 for connecting to a communication network such as a network interface card, and the like. Meide and a bus 2308 for exchanging data. A plurality of these computers may be connected to each other via a network.

Among the above-described embodiments, the computer program is a computer program that reads the computer program, which is software, in the hardware configuration system, and the software and hardware resources cooperate with each other. Is realized.
Note that the hardware configuration illustrated in FIG. 23 illustrates one configuration example, and the present embodiment is not limited to the configuration illustrated in FIG. 23, and is a configuration that can execute the modules described in the present embodiment. I just need it. For example, some modules may be configured with dedicated hardware (for example, Application Specific Integrated Circuit (ASIC), etc.), and some modules are in an external system and connected via a communication line In addition, a plurality of systems shown in FIG. 23 may be connected to each other via communication lines so as to cooperate with each other. In particular, in addition to personal computers, information appliances, copiers, fax machines, scanners, printers, and multifunction machines (image processing apparatuses having two or more functions of scanners, printers, copiers, fax machines, etc.) Etc. may be incorporated.

  Further, in the description of the above-described embodiment, “more than”, “less than”, “greater than”, and “less than (less than)” in a comparison with a predetermined value contradicts the combination. As long as the above does not occur, “larger”, “smaller (less than)”, “more than”, and “less than” may be used.

The program described above may be provided by being stored in a recording medium, or the program may be provided by communication means. In that case, for example, the above-described program may be regarded as an invention of a “computer-readable recording medium recording the program”.
The “computer-readable recording medium on which a program is recorded” refers to a computer-readable recording medium on which a program is recorded, which is used for program installation, execution, program distribution, and the like.
The recording medium is, for example, a digital versatile disc (DVD), which is a standard established by the DVD Forum, such as “DVD-R, DVD-RW, DVD-RAM,” and DVD + RW. Standard “DVD + R, DVD + RW, etc.”, compact disc (CD), read only memory (CD-ROM), CD recordable (CD-R), CD rewritable (CD-RW), Blu-ray disc ( Blu-ray (registered trademark) Disc), magneto-optical disk (MO), flexible disk (FD), magnetic tape, hard disk, read-only memory (ROM), electrically erasable and rewritable read-only memory (EEPROM (registered trademark)) )), Flash memory, random access memory (R) AM), SD (Secure Digital) memory card, and the like.
The program or a part of the program may be recorded on the recording medium for storage or distribution. Also, by communication, for example, a local area network (LAN), a metropolitan area network (MAN), a wide area network (WAN), a wired network used for the Internet, an intranet, an extranet, or a wireless communication It may be transmitted using a transmission medium such as a network or a combination of these, or may be carried on a carrier wave.
Furthermore, the program may be a part of another program, or may be recorded on a recording medium together with a separate program. Moreover, it may be divided and recorded on a plurality of recording media. Further, it may be recorded in any manner as long as it can be restored, such as compression or encryption.

DESCRIPTION OF SYMBOLS 100 ... Information processing apparatus 110 ... Business flow management module 120 ... Check item management module 130 ... Work log recording module 140 ... Check item display / input module 150 ... Correct / incorrect determination module 160 ... Proficiency determination module 170 ... Group proficiency determination module 180 ... Check item definition module 190 ... Business system 210 ... Work terminal 290 ... Communication line

Claims (7)

If a value related to the success / failure result of the operation by the worker for the check item having a hierarchical structure that is an operation target by the operator matches a predetermined first condition, the check item has a higher rank. A first changing means for changing a check item to be a check item from the next time;
When the value related to the success / failure result for the check item matches a predetermined second condition, the check item positioned below the check item is changed to be the next check item. An information processing apparatus comprising two changing means. As the first condition, an error rate of operation by the operator with respect to the check item that is the target and another check item having the same upper node as the check item is less than a predetermined threshold or The information processing apparatus according to claim 1, wherein: The information according to claim 1 or 2, wherein the second condition is that an error rate of an operation by the worker with respect to a target check item is higher or higher than a predetermined threshold. Processing equipment. Performing the next processing by the first changing means or the second changing means after a predetermined period has elapsed since the processing by the first changing means or the second changing means has been performed;
Alternatively, the target operation for calculating the error rate is an operation performed within a predetermined period from the present, or an operation whose number of times is greater than or equal to a predetermined threshold The information processing apparatus according to claim 2, wherein the information processing apparatus is an information processing apparatus. The first changing means, for a predetermined first check item, a value related to a success / failure result of the operation by the operator for a second check item positioned below the first check item, The information processing apparatus according to any one of claims 1 to 4, wherein the information processing apparatus is treated as a value related to a result of success or failure of an operation for the first check item. The first changing unit is configured to perform an error in an operation by the operator with respect to a predetermined check item, either the check item or another check item having the same upper node as the check item. 6. If the rate is less than or less than a predetermined threshold, the check item positioned above the check item is changed to be the check item from the next time. The information processing apparatus according to claim 1. Computer
If a value related to the success / failure result of the operation by the worker for the check item having a hierarchical structure that is an operation target by the operator matches a predetermined first condition, the check item has a higher rank. A first changing means for changing a check item to be a check item from the next time;
When the value related to the success / failure result for the check item matches a predetermined second condition, the check item positioned below the check item is changed to be the next check item. An information processing program for functioning as the second change means.

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