JP4016591B2 - Process management method, process management apparatus, and computer-readable recording medium recording process management program - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a technique for managing a work process of a problem-solving business in which a plurality of specialized departments perform work in their own specialized field in order to solve one problem.
[0002]
[Prior art]
Conventionally, in routine operations such as factory production lines and production operations, process management techniques such as Gantt chart method and part diagram method are well known. In addition, workflow methods are well known for semi-fixed tasks where the business flow can be defined in a fixed manner but the context of each work department is undefined.
[0003]
However, in order to solve one problem, it is extremely difficult to apply these known methods in problem-solving work in which a plurality of specialized departments work in their own specialized fields. This is because, in the conventional workflow method, it is possible to set in advance a plurality of next specialized departments assumed from a certain work result, but it must be limited to a narrow range. If a work nesting structure that allows a work to generate the next work request is allowed, the flow definition will diverge indefinitely if there is no prior restriction on how deep the nesting will be and how far it will spread. Because.
[0004]
Such problem-solving operations include new product development operations and patient medical treatment operations in hospitals, but typical problem-solving operations support the help desk department that receives failure notifications for user-operated information processing systems. Failure investigation work to be performed. In such a business, a specialized department is informed of the failure phenomenon, and during the investigation, it is necessary to collect further data, or because it cannot proceed unless it is investigated in other specialized fields. There are often situations in which a specialist department in charge of work is suspended and the work is temporarily suspended. On the other hand, the various product systems handled by the help desk consist of complex configurations of hardware and software parts that are handled by many specialized departments. It does occur on an actual case-by-case basis and is unlikely to be limited in advance. Also, in cases where products of other companies are incorporated, surveys are often requested from the specialized departments of other companies.
[0005]
As a result, in the conventional process management, only the department in charge of specialist who became the first contact point is managed as an operator, and the investigation request and the result answer to other departments in charge of the inside are not visible from the process management side. However, if we do not accurately grasp the work status of each specialized department and the work status of other specialized departments based on it, it is not possible to efficiently manage the process of such problem-solving work. Can not.
[0006]
In addition, one trouble investigation is usually called an incident. If this is counted as one work, in the actual situation of a large-scale help desk that deals with tens of thousands of incidents per year, dozens of specialized departments and partner vendors are behind. More than 100 jobs are pouring every day. In such an environment, how many incidents each specialist department is currently in charge of, how busy it is, what specialized department has received an incident, and the specialist department that is currently in charge It is necessary to ascertain where the survey is, and in which specialized department the survey is delayed.
[0007]
Furthermore, the results of the department consumption time that each department in charge of such specialized work actually performed are compiled into a database together with the contents of incidents, so that the future objective management and alliance survey contract contents of these departments in charge of specialized work Although this is basic data for examination, there has been no process management method for measuring such true department consumption time, so it was impossible to accumulate these basic data.
[0008]
[Problems to be solved by the invention]
In this way, the conventional process management method does not accurately grasp the work status of each specialized department and the work status of other specialized departments based on it, and which specialized department receives an incident. , It is impossible to measure the true department consumption time of each department in charge, because it is not known where the department in charge is really in charge and where the department in charge is behind the survey. There was a problem.
[0009]
[Means for Solving the Problems]
In order to solve a single problem, a problem-solving work in which multiple specialized departments work in their own specialized field requires an unexpected work in another department in the course of the work of one specialized department. The above-mentioned problem that it is difficult to grasp the actual situation with the conventional process management tool, such as the server device that communicates with the client device operated by each specialized department, as shown in FIG. Detecting task registration information including the input task identifier and creating a section consumption time data area related to the task on the section consumption time database; and (B) based on the task registration information received from the task management department. , Specify the department in charge of the request destination, send work request information and start measuring the department consumption time associated with the department in charge of the request destination, and (C) from each department in charge Analyzing the received work result information, if the work result is completed, specify the department that requested the work and send the work result information. When requesting, the stage of specifying the next request destination department and sending the next work request information together with the work result information, and (D) the department associated with the department in charge of the destination specified in the stage (C) Starting consumption time measurement, (E) analyzing the work result information input in the step (C), and stopping the department consumption time measurement associated with the specialized department in charge of the input source, (F) Based on the start and stop of the department consumption time measurement, the department management time for each department in charge of the department is calculated and recorded in the department consumption time database.
[0010]
Further, as shown in FIG. 1, the process management apparatus of the present invention comprises a process management client apparatus 1 operated by each specialized department, and a process management server apparatus 2 for performing process management in communication therewith. In FIG. 1, as an example of the implementation, the process management client device 1 transmits information to the process management server device 2 by an ordinary known web browser, and information reception from the process management server device 2 is performed by an ordinary known electronic device. An example is shown in which an ordinary known web mailer is used via a mail server.
[0011]
That is, in step (A), the process management server apparatus 2 is called on the web screen from the process management client apparatus of the problem management department, and the problem registration information K is input to the web page input / output control means 21. In step (B), the task registration information K is analyzed by the task registration means 23, and the necessary department consumption time data area r is generated on the department consumption time database 26 using the database update means 24. Further, the work request information I is extracted from the task registration information K through the input analysis means 27, and the mail creation means 28 passes this to the web mailer 22 as the next work request information I '. At the same time, the input analysis means 27 starts the department consumption time measurement through the department consumption time measurement means 25.
[0012]
In step (C), the input analysis means 27 analyzes the work result information res obtained from the process management client device 1 through the web page input / output control means 21, and determines a necessary destination. The mail creation means 28 assembles the work result information res and, if necessary, the next work request information I ′ in accordance with this destination, and passes it as a mail to the designated process management client device 1 through the web mailer 22. At the same time as step (D), the input analysis means 27 activates the department consumption time measurement means 25 and starts the necessary department consumption time measurement. At the same time, in step (E), the department consumption time measuring means 25 stops measuring the department consumption time of the work result information res sending source defined by the input analysis means 27.
[0013]
In step (F), the department consumption time measuring means 25 calculates the department consumption time of the stopped measurement, starts the database update means 24 and records this in the department consumption time database 26.
[0014]
DETAILED DESCRIPTION OF THE INVENTION
An embodiment of the process management method of the present invention will be described with reference to FIGS. The computer processing in the present invention is executed on the main storage device of the computer by a computer program. The computer program is provided in an auxiliary storage device connected to the computer, a floppy disk, a CD- Provided by being stored in a recording medium such as a portable storage device such as a ROM or a main storage device or an auxiliary storage device of another computer connected to a network. It is loaded and executed on a storage device.
[0015]
FIG. 1 shows one configuration example of the process management apparatus of the present invention. In the present embodiment, an ordinary known web browser and web mailer are used as means for communication between the process management client apparatus 1 and the process management server apparatus 2. Therefore, the implementation of this example requires the intervention of an ordinary known e-mail server. With this configuration, the implementation of both the process management client device 1 and the process management server device 2 can be greatly simplified. Of course, it is possible to create a unique information transmission / reception means instead of the web browser or the web mailer, and it goes without saying that the present invention includes this. Further, in this embodiment, the web page input / output control means 21 is configured to receive information from the web browser of the process management client device 1, but the web page input / output control means 21 is also a normal known web mailer, It is also possible to perform all information transmission / reception by e-mail. In this case, the process management server apparatus 2 is positioned as a mail client when viewed from the e-mail server, but it goes without saying that the present invention includes this. .
[0016]
In the specification of this application, “business” is the sum of “work” for solving one problem, and “work” is defined as a unit corresponding to one segment of time consumption in one specialized department. Accordingly, one “operation” is composed of a plurality of “work”, and one “work” corresponds to one specialized department and one department consumption time. When a specialized department A requests an investigation of another specialized department B during the investigation, and the work of A is continued after obtaining the investigation result of B, this is referred to as “A's first work” “ Assume that the three tasks of “work of B” and “work after A” are managed in association with each specialized department.
[0017]
The department consumption time management operation of the process management apparatus of the present invention will be described with reference to FIG. In this embodiment, it is assumed that the problem-solving work is a trouble investigation work that supports a help desk, and that the problem management department is a help desk department that receives a trouble notification of a user operation information processing system. The following description will be given.
[0018]
The system operation starts when the problem registration information K is input to the process management server apparatus 2 from the help desk department which is the problem management department. In this example, the problem management department also has the process management client device 1 and inputs the problem registration information K through the screen of the web page input / output control means 21.
[0019]
In step S201 in FIG. 2, the input of the task registration information K is obtained. In step S202, the web page input / output control means 21 recognizes that the task registration information K is present, and the task registration in FIG. Proceed to processing information K. Step S301 shows the branch of step S202 again. Next, in step S302, the task registration means 23 is activated, and the database update means 24 creates a department consumption time data area r on the department consumption time database 26. Details are shown below.
[0020]
The assignment registration information K has an element configuration as shown in FIG. The issue identifier id is issued as an incident number in the case of a help desk. The requesting department name is xxx (issue management department name). The degree of urgency is determined by the content of the failure, the configuration of the failure system, the business situation, and the like. The request content (zzzzzz...) Indicates the content of this incident, and conveys the failure status, collected log data, and the like to the department in charge of the request destination.
[0021]
In step S302, the database updating means 24 enters these information in the department consumption time data area r as shown in FIG. Here, the department consumption time data area r is an area corresponding to the assignment identifier id = r on the department consumption time database 26. At this time, a record corresponding to the assignment identifier id = r of the assignment database DK in FIG. 6 is first created. However, only the element of work id = 001 is created in the work history field. Corresponding to this, the database update means 24 generates a task identifier id = r, work id = 001 (work start) corresponding record (record indicated by * in FIG. 6) on the work database DW.
[0022]
The corresponding contents of the task registration information K are entered in each field of the task identifier id = r corresponding record of the created task database DK. The allowable time allowed for recovery is determined by the degree of urgency in the assignment registration information K, and is given by a table (not shown). Therefore, the database update means 24 refers to this table, and the assignment database DK (issue identifier in FIG. Write the corresponding value in the allowable time field above (id = r record).
[0023]
In step S302, in the work id = 001 record on the work database DW, only the requesting department name field is entered in addition to the task identifier id field = r and the work id field = 001. As the request source department name, the request source department name, that is, xxx (the assignment management department name) of the assignment registration information K in FIG.
[0024]
Next, in step S303, the task registration means 23 specifies the requested department in charge ij001 by the request code (for example, OD237) of the task registration information K. The request code distinguishes between the product configuration of the fault and the user. Usually, the department in charge of the request for the investigation is determined initially depending on the product configuration of the fault system. Assume that there is a table (not shown) to be associated, and the task registration unit 23 refers to this to determine the first department ij001 to be specialized for the request destination, fill in the department name hb field, and inform the input analysis unit 27 of this.
[0025]
Next, in step S304, the mail creating means 28 takes out the request content field of the assignment registration information K and uses it as work request information I. Then, an e-mail is created with the address of the request-destination specialist department ij001 as the transmission destination and the work request information I as the text, and is transmitted through the web mailer 22.
[0026]
At this time, the department consumption time measuring means 25 is activated in step S305, and the department consumption time measurement associated with the department ij001 in charge of the requested specialist is started.
[0027]
Here, the department consumption time measurement operation and notation will be described. As is clear from the structure of the department consumption time database 26 in FIG. 6, each work is associated with a work id record on the work database DW, and this is uniquely specified by a set of a task identifier id and a work id. The work id record in the work database DW has an ON time field, an OFF time field, and a department name field in charge, so it is possible to measure the department consumption time associated with the requested department ij001. is there. That is, the work id = 001 record in the work database DW generated in step S302 has an assignment identifier id field = r and a department name ij001 in charge, and the ON time field is ON (r , ij001). In addition, since the current year / month / day / hour / minute is obtained by the function now () that refers to the clock of the process management server device 2, the operation of entering this in the ON time field is expressed as ON (r, ij001) = now () To do. As shown in FIG. 6 * record, the current year / month / day / hour / minute is set in the ON time field in this way.
[0028]
In addition, the current status code of the task identifier id = r record of the task database DK includes the name of the department in charge, which is a code value indicating the current work status, every time the department consumption time measuring means 25 updates the ON time field. Is stored. Therefore, by looking at the value of the current state code field of the r record of the assignment database DK (the record with the assignment identifier id = r), the current department in charge for the assignment r can be known. This field is filled with a value “CLOSE” indicating the problem solving state when the final work result information “res” is finally returned to the problem management department.
[0029]
Thus, in step S305, the department consumption time measuring means 25 enters the department name ij001 in charge in the current status code field on the assignment database DK. This field is represented as S (r) in the flow of FIG. This means that (r) = ij001 records on the assignment database DK that the specialist department in charge of the client ij001 is currently in charge of the assignment.
[0030]
The operation when the task registration information K is detected in step S202 of FIG. 2 has been described above. Next, the process proceeds to step S203. Generally, the department in charge of the work requested to perform the work performs the work, and eventually inputs the result from the process management client device 1 to the process management server device 2. FIG. 7 shows the data structure of the work result information res and work request information I which are the input information, and shows an example of a status report window which is one end of the input window.
[0031]
In step S203, the web page input / output control means 21 receives the work result information res input from the process management client apparatus 1, and the database update means 24 enters this in the corresponding field of the current work id record on the work database DW. In the present embodiment, the input screen is input from three sub-windows of a result input window, a status report window, and a request input window as shown in FIG. The result body may be accompanied by an attached file, and the contents entered in the window are stored in the corresponding field of the work result information res. The work request information I is generated only when the next work request is accompanied, and the contents of the request input window are transferred to the request text field of the work request information I.
[0032]
The status report window is a window for inputting information indicating the nature of the work result information res. In this embodiment, four options 1 to 4 were prepared as shown in FIG. 1 indicates that the work has been completed. 2 is an interim report indicating that the department in charge is working. Reference numeral 3 indicates a request for the next work, and the receipt of the result indicates that the relevant department in charge will resume the work. 4 wishes to transfer the work to other specialized departments. In the above 3 and 4, the next request destination department ij is designated and entered on the screen.
[0033]
Steps S203 to S207 will be described with reference to FIG. In step S203, the web page input / output control means 21 receives the entered work result information res, and the input analysis means 27 advances to step S204 when the next work request flag is 3 or 4, and the next work request flag is 1. If there is, control is passed to step S205. When the next work request flag is 2, the work is continued in the same department and is ignored by the process management server device 2. In the case of 4, the same control as in the case of 3 is performed, and the link between operations is maintained.
[0034]
Next, in the step (C1) of step S204, the database updating means 24 refers to the current work id = nn and issues the next work id = nn + 1, and the work history of the issue database DK and the current work id = nn record. The record of the next work id = nn + 1 linked with the is generated on the work database DW. At this time, field values of the requesting department name and the department name in charge are also written as indicated by arrows in FIG.
[0035]
In the stage (C1) of steps S204 and 205, the input analysis means 27 examines the work id = nn record corresponding to the work of the sender department in charge hb linked from the final work id = nn element of the work database DK. According to the next work request flag, the next request destination department field value is set as the next transmission destination at step S204, and the request source department name field value is set as the next transmission destination at step S205, and is transmitted to the mail creating means 28. This state is shown by a bold broken line in FIG. At the stage (C2) of steps S204 and 205, the mail creation means 28 sends the work result information res and the next work request information I ′ (only step S204) of the current work id = nn record to the next destination. Instruct mailer 22 to make a call.
[0036]
In step (D), as shown in FIG. 8, the database update means 24 sets the current year, month, day and time in the ON time field in the work id record corresponding to each destination. Also, the corresponding value is set in the current status code field of the r record of the issue database DK (record of issue identifier id = r). (This is the part indicated by (D) in FIG. 8.) Since these operations are the same as those already described in step S305, description thereof is omitted.
[0037]
Next, in step S206, the department consumption time measuring means 25 sets the current year / month / day / hour / minute in the OFF time field of the work id = nn record corresponding to the sending department specialized department hb in response to the reception of the work result information res. To do. This is as shown in FIG. 8 as an entry in step (E). Step S207 corresponds to stage (F), and the department consumption time measuring means 25 refers to the ON time field value in the same record when writing the OFF time field, and the department consumption time = OFF time field value−ON time field. Write the value into the department consumption time field. Although not shown, the department consumption time measuring means 25 always traces the work history final work id on the assignment database DK by the real-time clock interrupt, captures the current work id record, and now () − Enter the ON time field value. With this operation, all the work id records on the work database DW always store the correct department consumption time in the department consumption time field, and can deal with a constant search.
[0038]
Finally, an example of the department consumption time management screen display of the process management apparatus of the present invention will be described with reference to FIGS. A home page is always displayed on the screen of the process management client device 1 by the web page input / output control means 21. Various department consumption time management screens can be searched in a part or another window linked therewith. The operation is as shown in FIG. 4. In step S401, a search menu is displayed, a click selection is awaited, and the screen selected in steps S402 to 404 is displayed.
[0039]
In the present embodiment, a state in which work (or work execution responsibility) is currently being carried out is assumed to be holding a ball. Accordingly, a ball is shot from the problem management department to the first specialized department in accordance with the issuance of an incident, and this is regarded as a sequence such as returning it to the assignment management department or returning it to another specialized department.
[0040]
The administrator who wants to check the current ball whereabouts of an incident selects “ball holding department list” from the menu. In step S402, the display screen creation means 29 creates and displays a screen as shown in FIG. That is, the current state field values of the records for all the problem identifiers id (corresponding to the “incident number” field) from the problem database DK of the department consumption time database 26 are shown in the “ball holding” field. The value "CLOSE" is displayed as "End". In addition, the “cumulative time” column is obtained as the sum of the department consumption time field values of all work id records on the work database DW linked to the task identifier id = r record of the task database DK. For example, 05 days 23 hours 40 minutes indicate. If the current state field value is "CLOSE", the OFF time field value of the work id record on the work database DW linked to the final work id is displayed in the "End date" column of the screen. Fig. 4 (b) shows an example in which the "Ball holding" field that is not finished is highlighted with a thick frame and the field where the accumulated time exceeds the allowable time is highlighted with a surrounding mark. Also good.
[0041]
FIG. 5A shows an example of a screen generated by the display screen creation means 29 in step S403 when “issue-specific department consumption time list” is selected in step S401. In this example, the display screen creation means 29 is a work database DW that links all issue identifier ids (corresponding to the “incident number” field) from the issue database DK on the department consumption time database 26 to the individual issue identifier id records. All the work id records above are traced in order, and the department consumption time is accumulated for each department name hb field and displayed by department. In the example in the figure, with the issue identifier id = 1008-397, the department name hb = ppp, the cumulative department consumption time = 05 days 23 hours 40 minutes, and the department name hb = qqq, the cumulative department consumption time = 01 days 13 hours 20 minutes, And so on.
[0042]
FIG. 5B shows an example of a screen generated by the display screen creation means 29 in step S404 when “List of all task consumption times by department” is selected in step S401. In this example, the display screen creating means 29 searches the task database DK in the department consumption time database 26 for a task identifier id (in the requested date and time field value) that has a search specified period (00/01/01 to 00/10/15). Corresponding to the “incident number” field) The department of the work id record on the work database DW with the department name hb = ppp that has received a specific search designation from all work id records on the work database DW linked to the corresponding records Accumulate all time field values.
[0043]
In such a case, the above search may be performed after receiving the search designation. However, in order to shorten the search time, if the specialist department database DS as shown in FIG. By searching the database DS, the screen shown in FIG. 5 (b) can be provided at high speed. The update of the specialized department database DS is performed at the time of filling in the OFF time field of the work id record on each work database DW in step S206, and the work history on the problem database DK is always updated by the real-time clock interrupt. If the current work id record is traced, the current work id record is captured, and the now ()-ON time field value is entered in the department consumption time field, it is always updated.
(Supplementary note 1) Process to manage the work process of problem-solving work where multiple specialized departments work in their own specialized field in order to solve one problem given by the problem management department that manages problem occurrence A management method,
In the server device that communicates with the client device operated by each specialized department,
(A) detecting task registration information including a task identifier input from a task management department and creating a department consumption time data area related to the task on the department consumption time database;
(B) Based on the problem registration information received from the problem management department, identifying the department in charge of the request destination and sending out work request information, and starting the department consumption time measurement associated with the department in charge of the request destination ,
(C) Analyze the work result information input from each department in charge of the specialist.If the work result is complete, specify the requesting department of the work and send the work result information. When requesting the work of the department specializing in the request destination, identifying the next request destination department and sending the next work request information together with the work result information;
(D) starting the department consumption time measurement associated with the specialized department of the destination specified in step (C);
(E) analyzing the work result information input in the step (C), and stopping the department consumption time measurement associated with the department in charge of the input source,
(F) calculating the department consumption time for each department in charge based on the start / stop of the department consumption time measurement and recording it in the department consumption time database;
A process management method characterized by comprising:
(Additional remark 2) The process management method of Additional remark 1 which has a step which produces and displays the various statistical data regarding the division | segmentation consumption time accumulate | stored according to the subject and the department in charge with reference with reference to the said division | segmentation consumption time database.
(Supplementary note 3) An allowable time that is an allowable limit value of the time required for the solution is set from the content of the task registration information, a remaining time that is a difference between the allowable time and the department consumption time is calculated, and the allowable time or The process management method according to appendix 1, further comprising the step of creating and displaying various statistical data related to department consumption time accumulated for each problem and for each specialized department in comparison with the remaining time.
(Additional remark 4) The said problem management department is a help desk department which receives the failure notification of a user operation information processing system, and the said problem-solving type | formula is a failure investigation work which supports a help desk, The additional description 1 characterized by the above-mentioned Process control method.
(Additional remark 5) It is the process management method of Additional remark 1, Comprising: It further has the step which highlights and displays the department in charge of specialization currently measuring department consumption time for every subject with reference to the said department consumption time database Process management method.
(Appendix 6) A process for managing work processes of problem-solving work in which a plurality of departments in charge of specialization work in their own specialized fields in order to solve one problem given by the problem management department that manages the occurrence of problems A management method,
Each specialized department client device that communicates with the server device
A process management method comprising: a step of transmitting work request information specifying a destination department in charge of requesting a next work together with work result information including a request source department name.
(Supplementary note 7) Process to manage the work process of problem-solving work where multiple specialized departments work in their own specialized field in order to solve one problem given by the problem management department that manages problem occurrence A recording medium storing a program for causing a computer to perform information processing related to management,
(A) detecting task registration information including a task identifier input from a task management department and creating a department consumption time data area related to the task on the department consumption time database;
(B) Based on the problem registration information received from the problem management department, identifying the department in charge of the request destination and sending out work request information, and starting the department consumption time measurement associated with the department in charge of the request destination ,
(C) Analyze the work result information input from each department in charge of the specialist.If the work result is complete, specify the requesting department of the work and send the work result information. When requesting the work of the department specializing in the request destination, identifying the next request destination department and sending the next work request information together with the work result information;
(D) starting the department consumption time measurement associated with the specialized department of the destination specified in step (C);
(E) analyzing the work result information input in the step (C), and stopping the department consumption time measurement associated with the department in charge of the input source,
(F) calculating the department consumption time for each department in charge based on the start / stop of the department consumption time measurement and recording it in the department consumption time database;
The computer-readable recording medium which recorded the program which implement | achieves.
(Appendix 8) A process for managing work processes of problem-solving work in which a plurality of departments in charge of specialization work in their own specialized fields in order to solve one problem given by the problem management department that manages the occurrence of problems A management device,
In the server device that communicates with the client device operated by each specialized department,
(A) means for detecting issue registration information including an issue identifier input from the issue management department and creating a department consumption time data area related to the issue on the department consumption time database;
(B) Based on the problem registration information received from the problem management department, means for specifying the department in charge of the request destination and sending out work request information, and starting the department consumption time measurement associated with the department in charge of the request destination ,
(C) Analyze the work result information input from each department in charge of the specialist.If the work result is complete, specify the requesting department of the work and send the work result information. When requesting the work of the department specializing in the request destination, a means for specifying the next request destination department and sending the next work request information together with the work result information;
(D) means for starting department consumption time measurement associated with the department in charge of the destination specified in the means (C);
(E) means for analyzing the work result information inputted in the means (C) and stopping the department consumption time measurement associated with the department in charge of the input source;
(F) Based on the start and stop of the department consumption time measurement, a means for calculating a department consumption time for each department in charge of specialization and recording it in the department consumption time database;
A process management apparatus comprising:
(Additional remark 9) It is a recording medium of Additional remark 4, Furthermore, the program which implement | achieves the stage which highlights the department in charge of specialization currently measuring department consumption time for every subject with reference to the said department consumption time database is recorded Computer-readable recording medium.
(Supplementary note 10) The process management apparatus according to supplementary note 5, further comprising means for highlighting a department in charge of the current department consumption time measurement for each subject with reference to the department consumption time database. A process management device.
[0044]
【The invention's effect】
As is clear from the above description, according to the present invention, the work result information input from the specialized department in charge of the work is analyzed, and if the work result is completed, the work request source department receives the work result information. When the work result information is sent and the work result requests the work of the department in charge of the next request destination, the next request destination department is specified, the next work request information is sent together with the work result information, and the department associated with these By measuring the time consumed and displaying the results on various management screens, the time spent by each department in charge can be measured for each task (issue), and the degree of busyness and work can be measured. There is an effect that basic data of goal management can be obtained.
[Brief description of the drawings]
FIG. 1 shows an embodiment of a process management apparatus according to the present invention.
FIG. 2 shows an example of a department consumption time management operation flow of the process management apparatus of the present invention.
FIG. 3 is a processing example of assignment registration information K
FIG. 4 is a screen display operation example of the process management apparatus of the present invention.
FIG. 5 shows an example of a department consumption time management screen of the process management apparatus of the present invention.
FIG. 6 shows a configuration example of the department consumption time database 26.
FIG. 7: Data structure example of work result information res and work request information I
FIG. 8 is a diagram illustrating operations in steps S203 to S207.
[Explanation of symbols]
1 Process management client device
2 Process management server device
21 Web page input / output control means
22 Webmailer
23 Assignment registration means
24 Database update method
25 Department consumption time measurement means
26 Department consumption time database
27 Input analysis means
28 Email creation means
29 Display screen creation means

Claims (5)

A process management method of a process management server device connected to a client device of a plurality of specialized departments via a network,
The process management server device includes: request source department information of a department requesting work; request identification number information identifying work; request content information indicating work content; and specialized department information of a request destination that is a department performing work When the task registration information including the request is input, the request identification number information, the department information in charge of the request destination, and the department consumption time data area for storing the time information required for the work by the department information in charge of the request destination Is created in the department consumption time database, and the request contents information is transmitted to the client device corresponding to the department department in charge of the request for the assignment registration information. Start measuring,
When the process management server device receives the work result information, the next request content information, and the specialized department information of the next request destination from the client device of the specialized department information that is the request destination of the assignment registration information, The time taken by the previous specialized department information is stored in the department consumption time data area, the request identification number information, the specialized department information of the next request destination, and the specialized department of the next request destination The department consumption time data area for storing the time information required for the work is created on the department consumption time database, and the result information of the work and the next information are sent to the client device corresponding to the department department in charge of the next request destination. Send the request content information and start measuring the time required for the work by the specialized department in charge of the next request,
When the process management server device receives the work result information and the information indicating that the work is completed from the client device of the specialized department information of the request destination of the assignment registration information, the specialized department information of the requested destination is changed to the work. Stores the time required in the department consumption time data area and outputs the work result information to the requesting department information
A process management method characterized by that. 2. The process management method according to claim 1, wherein a cumulative value of time required for work is calculated for each department in charge from a department consumption time data area in the department consumption time database. The department consumption time database
The specialized department in which request content information is transmitted and the client device of the specialized department that is actually receiving the work result information is further identified, and the requested department information is transmitted and the operational result information is actually received. The process management method according to claim 1, wherein: A process management server device for managing the work processes of a plurality of specialized departments by a process management server device connected to a client device of a plurality of specialized departments via a network,
Input of task registration information including request source department information of department requesting work, request identification number information for identifying work, request contents information indicating work contents, and department information in charge of request destination which is the department performing the work When this is done, the department consumption time data area for storing the request identification number information, the department information in charge of the request destination, and the time information required by the department information in charge of the request destination is stored on the department consumption time database. Create and send the request content information to the client device corresponding to the specialized department information of the request destination of the assignment registration information and start measuring the time required for the specialized department of the request destination,
When work result information, next request content information, and specialized department information of the next request destination are received from the client apparatus of the specialized department information of the request destination of the assignment registration information, the specialized department information of the requested destination is obtained. The time required for work is stored in the department consumption time data area, the request identification number information, the department information in charge of the next request destination, and the time information required by the department in charge of the next request destination Is created on the department consumption time database, and the work result information and the next request content information are transmitted to the client device corresponding to the department information in charge of the next request destination. The specialized department in charge of the next request starts measuring the time required for work,
When the work result information and the information indicating that the work is completed are received from the client device of the department department information requesting the assignment registration information, the time required for the work by the department department information of the request destination is calculated. A process management apparatus which stores data in a data area and outputs work result information to requesting department information. A computer-readable recording medium storing a process management program for managing a work process of a plurality of specialized departments in a process management server device connected to a client apparatus of a plurality of specialized departments via a network,
In the process management server device,
Input of task registration information including request source department information of department requesting work, request identification number information for identifying work, request contents information indicating work contents, and department information in charge of request destination which is the department performing the work When this is done, the department consumption time data area for storing the request identification number information, the department information in charge of the request destination, and the time information required by the department information in charge of the request destination is stored on the department consumption time database. Creating and transmitting the request content information to the client device corresponding to the specialized department information of the request destination of the assignment registration information and starting measuring the time required for the specialized department of the request destination;
When work result information, next request content information, and specialized department information of the next request destination are received from the client apparatus of the specialized department information of the request destination of the assignment registration information, the specialized department information of the requested destination is obtained. The time required for work is stored in the department consumption time data area, the request identification number information, the department information in charge of the next request destination, and the time information required by the department in charge of the next request destination Is created on the department consumption time database, and the work result information and the next request content information are transmitted to the client device corresponding to the department information in charge of the next request destination. A step in which the specialized department in charge of the next request starts measuring the time required for work;
When the work result information and the information indicating that the work is completed are received from the client device of the department department information requesting the assignment registration information, the time required for the work by the department department information of the request destination is calculated. Step to store work result information to requesting department information by storing in data area
And a computer-readable recording medium storing a process management program.

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