JP2004133742A - Work support method, work support program, and work support system - Google Patents

Abstract

The present invention relates to a work support method, a work support program, and a work support system for performing a work in accordance with a workflow representing a series of procedures. The purpose is to support various tasks according to the workflow procedure.
A step of retrieving a desired workflow by retrieving from a database storing workflows, a step of performing work using an available procedure among a series of procedures of the displayed workflow, and a procedure that cannot be used in the workflow. Searching for a usable procedure by searching for the information source, setting the procedure in a node, integrating the procedure into a workflow, performing work using the procedure, and storing the work in a database.
[Selection diagram] Fig. 1

Description

と表示し、ノードＢからノードＣへの遷移確率が大であることを強調表示したものである。ここでは、
・ノードＡで、”財布を持つ”という作業を行い
・次のノードＢで、”バスに乗る”という作業を行い
・遷移確率が大である次のノードＣで、スーパーの前で下車して当該スーパー買い物する
・あるいは遷移確率が小さい次のノードＤで、八百屋の前で下車して当該八百屋で買い物する
という、遷移確率を表示し、過去に利用した確率を提示して利用者に参考にさせることが可能となる。
【００６９】
図７は、本発明の説明図を示す。ここでは、上段に基本パターンの例を示し、下段に基本パターンのノードに対応づけてワークフローのノードを表示した例を示す。
【００７０】
ここで、最上段の第１行の基本パターンおよ第２行、第３行のワークシートを表示している状態（第１行、第２行、第３行が既に基本パターン、ワークシートとして既述した図３の（ｂ）および図４の（ａ）のデータ構造として登録されている状態）で、図中の追加部分と記載した第４行、第５行を利用者が検索して見つけた手続を追加登録した様子を示す。
【００７１】
ここでは、基本パターンの第２列目の”申請手続きの仕方”の下方の
・第２行目のワークシートの”‘ｋａｗａｓａｋｉ（お客様対応）”
・第３行目のワークシートの”訪問者の予定を通知する方法”
では対応できず、利用者が新たに作成して
・第４行目のワークシートの”研究支援推進部　管理部”
を追加したものであり、この追加に対応して更に必要な
・基本パターンの第３列目の第４行目、第５行目に”研究所応接室予約”、”会議室予約システム　利用手引書（研究所）”
を追加したものである。
【００７２】
以上のように、基本パターンおよびワークシートについて、不足するノード（手続）があれば習熟した利用者あるいは管理者が新たなノード（手続）を作成して追加することにより、以降は全ての利用者がこれら追加されたノード（手続）を参照して作業を簡易かつ確実に実行することが可能となる。
【００７３】
【発明の効果】
以上説明したように、本発明によれば、ワークフローから所望のものを選択して表示し各種作業を行うと共に異なる手続を利用したときにはフローに追加、およびログを採取してワークフローの遷移確率の高い遷移を強調表示する構成を採用しているため、一度利用した手続を蓄えかつ遷移確率の高い遷移を強調表示して利用者のワークフローの手順に従った各種作業の支援を行うことが可能となる。
【図面の簡単な説明】
【図１】本発明のシステム構成図である。
【図２】本発明の動作説明フローチャートである。
【図３】本発明の説明図である。
【図４】本発明のワークフロー例である。
【図５】本発明の他の動作説明図である。
【図６】本発明の他の動作説明図である。
【図７】本発明の説明図である。
【符号の説明】
１：管理者
２：基本パターン格納装置
３：ワークフロー格納装置
４：ワークフロー表示装置
５：ユーザ（利用者）
７：手続検索装置
８：強化学習装置
９：利用ログ格納装置
１０：イントラネット[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a work support method, a work support program, and a work support system for performing work according to a workflow representing a series of procedures.
[0002]
[Prior art]
2. Description of the Related Art Conventionally, IT technology has been introduced into offices, and procedures for various applications have been digitized. As a method of digitization, software that supports a workflow (a series of procedures) such as Team Ware (registered trademark) and Lotus Notes (registered trademark) is sold.
[0003]
In these workflows, a series of procedures can be performed simply, quickly, and without fail using prepared procedures (see Patent Document 1).
[0004]
At this time, if there is a part different from the procedure prepared as a workflow, the procedure to be performed is searched for using a full-text search engine, and the procedure is performed.
[0005]
[Problems to be solved by the invention]
At this time, the procedure was performed using the procedure found, but since the procedure used is not accumulated, when another user performs the same procedure, it is necessary to search for the procedure in the same manner and perform the procedure. There was a problem that the resources (procedures) used once could not be effectively used. In addition, there is a problem that even if the know-how of the procedure is obtained, the information cannot be shared and the information is buried.
[0006]
In order to solve these problems, the present invention selects and displays a desired flow from a basic flow and a workflow, performs various operations, and adds a flow to the flow when a different procedure is used, and collects a log to transition the workflow. The purpose is to highlight transitions with a high probability, store procedures that have been used once, and highlight transitions with a high transition probability to support various operations in accordance with the user's workflow procedure.
[0007]
[Patent Document 1]
[0002] and [0004] of JP-A-08-36538.
[0008]
[Means for Solving the Problems]
Means for solving the problem will be described with reference to FIG.
[0009]
In FIG. 1, a basic pattern storage device 2 stores a basic pattern of a series of procedures for performing an operation.
[0010]
The workflow storage device 3 stores a workflow of a series of procedures for performing work.
[0011]
The workflow display device 4 displays the basic pattern and the workflow and presents them to the user 5.
[0012]
The procedure retrieval device 7 retrieves a required procedure from the intranet and obtains a corresponding URL or the like.
[0013]
The reinforcement learning device 8 learns a procedure newly added or modified by adding or modifying the procedure to a workflow.
[0014]
The use log storage device 9 stores a use log of a workflow, calculates a transition probability from one procedure to another procedure, and sets the transition probability in the workflow.
[0015]
The intranet 10 is a variety of networks (networks such as a LAN and the Internet). In this example, the information can be searched by full-text to find a corresponding URL.
[0016]
Next, the operation will be described.
The workflow display device 4 retrieves the relevant workflow from the workflow storage device 3 and retrieves and displays the workflow. The user 5 performs the work using the available procedures in a series of the displayed workflows. The search device 7 is used to search for another information source to find a usable procedure, the reinforcement learning device 8 sets the procedure in a node, integrates the procedure into a workflow, and performs work using the procedure.
[0017]
At this time, the usage log storage device 9 stores a log (history) used for a series of procedures of the workflow, sets a transition probability from the procedure to another procedure, and displays a transition having a high transition probability when displaying the workflow. They are highlighted.
[0018]
In addition, one or a plurality of procedures of a workflow are set in advance or newly added in association with each node of a basic pattern for performing a certain work (for example, customer correspondence in FIG. 7 described later).
[0019]
Therefore, when a desired procedure is selected from the workflow and displayed, various operations are performed, and when a different procedure is used, the procedure is added to the flow, and a log is collected to highlight a transition having a high transition probability of the workflow, thereby being used once. It is possible to support the various operations in accordance with the workflow procedure of the user by storing the performed procedure and highlighting the transition having a high transition probability.
[0020]
BEST MODE FOR CARRYING OUT THE INVENTION
Next, an embodiment and operation of the present invention will be sequentially described in detail with reference to FIGS.
[0021]
FIG. 1 shows a system configuration diagram of the present invention.
In FIG. 1, an administrator 1 manages such as creating a basic pattern and a workflow and storing them in a basic pattern storage device 2 and a workflow storage device 3.
[0022]
The basic pattern storage device 2 stores basic patterns of a series of procedures for performing work (see FIG. 3).
[0023]
The workflow storage device 3 stores a workflow of a series of procedures for performing work (see FIG. 4).
[0024]
The workflow display device 4 displays the basic pattern and the workflow and presents them to the user 5 (described later with reference to FIG. 2).
[0025]
The user 5 is a user who displays a workflow and performs various operations according to a series of procedures.
[0026]
The procedure search device 7 searches a required procedure from the intranet and obtains a corresponding URL or the like (described later with reference to FIGS. 2 to 7).
[0027]
The reinforcement learning device 8 learns a procedure newly added or modified by adding or modifying the procedure to a workflow (described later with reference to FIGS. 2 to 7).
[0028]
The usage log storage device 9 stores a usage log of a workflow, calculates a transition probability from one procedure to another procedure, and sets the probability in the workflow (described later with reference to FIGS. 5 to 7). ).
[0029]
Next, the operation of the configuration of FIG. 1 will be described in detail according to the order of the flowchart of FIG.
[0030]
FIG. 2 is a flowchart illustrating the operation of the present invention.
In FIG. 2, S1 extracts a basic pattern. For example, as shown in FIG. 3 to be described later, a pattern having a basic pattern A → B to be used for an operation (for example, for a customer) is retrieved and extracted.
[0031]
S2 takes out the workflow. This retrieves a workflow (eg, FIG. 4) registered in association with the basic pattern (eg, “A → B”) extracted in S1.
[0032]
In S3, it is determined whether or not there is a workflow. This is to determine whether the procedure that the user intends to work on has already been registered in the workflow. In the case of YES, the process proceeds to S4. In the case of NO, the process proceeds to S12.
[0033]
In S4, since it is determined that the workflow exists in YES in S3, it is determined here whether the extracted workflow including “A → B”, for example, “A → B → C” can be used. In the case of YES, the procedures A, B, and C are sequentially executed using “A → B → C” of the workflow in S5, a series of operations are performed, and the process ends. On the other hand, in the case of NO in S4, it is determined that the procedure “C” in “A → B → C” cannot be used, so the process proceeds to S6.
[0034]
S6 searches for a usable one. This is because the procedure search device 7 of FIG. 1 starts a search engine and searches for a procedure that can be used following "A → B" (for example, a full-text search of an information source (page) in a server connected to the intranet). A search is made for a procedure that can be used), and here, it is assumed that the procedure is found as procedure "D".
[0035]
S7 creates a node structure.
S8 integrates. In steps S7 and S8, the procedure "D" found by the search in step S6 is integrated into the workflow "A → B" to generate the workflow "A → B → D".
[0036]
In step S9, the work is performed. This is done by executing the procedures A, B, and D in the order of workflow “A → B → D” after integration in S8.
[0037]
In step S10, the basic pattern is copied, a URL is set, and stored in the workflow (stored in the database). This is the workflow after searching and finding and integrating in S6 to S9, in this case, for the procedure “D” added to “A → B → D”, copying the basic pattern and setting the URL to create the workflow. For example, an entry of (1) in (a) of FIG. 4 and an (2) of (b-4) in FIG.
[0038]
In step S11, the history is stored. In this method, the history of the used workflow is stored, for example, as shown in FIG. 4C described later, and the usage log (user ID, date and time of use, path) is stored in association with the usage log. Then, the usage logs are totaled, and a transition probability of using from the node to another node is obtained and set (described later with reference to FIGS. 5 and 6).
[0039]
In S12, since it is determined that the workflow is not present in S3, a basic pattern is searched. This searches for a basic pattern that has registered a procedure to be performed.
[0040]
In step S13, it is determined whether the corresponding basic pattern is found as a result of the search in step S12.
In the case of YES, the found basic pattern is extracted in S14, and the process proceeds to S16. On the other hand, in the case of NO, a basic pattern is created in S15, and the process proceeds to S16.
[0041]
S16 searches. In this method, a full-text search engine is started from the intranet for a procedure corresponding to the first node (procedure) of the basic pattern, and the procedure and its URL (page) are searched.
[0042]
In step S17, it is determined whether there is a search result. In the case of YES, since the relevant procedure is found by searching, the found URL is set in S19, a workflow is created, and the process proceeds to S6. On the other hand, in the case of NO in S17, since it was not found, the user created it in S18, set the URL thereof, created a workflow, and proceeded to S6. Then, in steps S6 to S10, a process that can be used as a workflow procedure is searched for, integrated into the workflow, the work is performed using the workflow, and the work is added to the workflow and accumulated.
[0043]
As described above, the user retrieves and displays the workflow in association with the basic pattern, performs work using usable procedures, and when there is no usable procedure, searches for and retrieves usable procedures from the intranet and integrates them into the workflow or uses them When a procedure is not found, it is created and integrated into a workflow, and a work comprising a series of procedures can be executed according to the workflow and accumulated in a database.
[0044]
FIG. 3 shows an explanatory diagram of the present invention.
FIG. 3A shows an example of a basic pattern (display). Here, the basic pattern is obtained by integrating and executing the procedures executed in the order of procedure A, procedure B, and procedure C, and the procedures executed in the order of procedure A, procedure B, and procedure D.
[0045]
FIG. 3B shows a basic pattern example (data structure). Here, the transition relation of the node (procedure) of (b-1) in FIG. 3 is shown, and the attribute of each node is stored in (b-2) of FIG. Basic pattern transition start end end A B
・ BC
・ BD
(When the relationship of (b-1) of FIG. 3 is displayed, the basic pattern of (a) of FIG. 3 is displayed). Also, the following information shown in the figure is set for each attribute of each node (procedure) (each of the procedures A, B, C, and D).
[0046]
-Attribute name: Attribute-Name: For example, "A"
FIG. 4 shows an example of a workflow according to the present invention. This is because the transition relation (same as the basic pattern) and its attributes (attribute name, name, and type here are respectively associated with the nodes (procedures) A, B, C, and D of the basic pattern in FIG. , The same as the basic pattern, and a URL (storage location of node (procedure) information).
[0047]
FIG. 4A shows a transition relationship between nodes (procedures) of a workflow. This is the same as the transition relationship between the nodes of the basic pattern of (b-1) in FIG. 3 described above.
[0048]
FIG. 4B shows an example of attributes of each of the nodes A, B, C, and D of the workflow.
(B-1) of FIG. 4 illustrates an example of an attribute stored in the node A. Here, the following information shown is set in association with each other.
[0049]
-Attribute name: Attribute-Name: A
URL: URL1 (http://www.jp/)
Type: common Here, the attribute name (attribute), name (A), and type (common) are the same as the attributes of the node A of the basic pattern of (b-2) in FIG. 3 described above. URL1 is a location where the information of the node is registered (referred to) (here, the corresponding URL on the WWW server). When executing the node A (procedure A), the user displays the home page of the URL 1 and, according to the procedure displayed on the page, inputs data into the input area in the format and transmits the data. To perform the operation of the node A (procedure A).
[0050]
(B-2) to (b-4) in FIG. 4 similarly set the attributes of the nodes B, C, and D, respectively.
[0051]
As described above, the transition relation is shown in FIG. 4A, and the attributes (attribute name, name, URL, type, and the like) of each of the nodes A, B, C, and D are shown in (b-1) to (b-4) of FIG. ), Even a user who performs a procedure for the first time refers to URLs 1 to 4 set as attributes of each node in the order of node transition, and inputs or transmits the input format as instructed, A predetermined task represented by a series of nodes A, B, C, and D can be easily and reliably executed. When a new node (procedure) is created by any user with specialized knowledge, the node is added. Thereafter, even a user unfamiliar with the node (procedure) created by the user with the specialized knowledge can use the node. Work can be performed quickly and reliably.
[0052]
FIG. 4C shows an example of a usage log. This is a usage log saved when the user executes a business process using the workflow described above. Here, as shown in the figure, (user ID, usage date, path) is indicated by a colon. And save them separately.
[0053]
User ID, date and time of use, path ukai, 2002-09-24 11:00, A: B: C
Kata, 2002-09-24 11:01, A: B: D
furukawa, 2002-04-24 11:02, A: B: C The usage log is stored as described above, and the transition probability between nodes is calculated as described in FIG. 5 and FIG. At the time of display, as shown in FIG. 6B described later, it is possible to present frequently used nodes by highlighting them in descending order of use transition probability between nodes.
[0054]
FIG. 5 shows another operation explanatory view of the present invention.
FIG. 5A shows a flowchart.
[0055]
In FIG. 5A, S21 acquires a history. This acquires the use log of FIG. 4C described above.
[0056]
In step S22, the leading node is extracted and its frequency is calculated. For example, the first node of the path of the usage log of FIG. 4C extracted in S21, here, A is extracted, and its frequency is (number of occurrences of A) / (number of all nodes) = 3/3
Is calculated.
[0057]
In step S23, the next node is added and the frequency of the same path is calculated. Here, B following A is extracted from the usage log of FIG. 4C, and the frequency of A → B is (number of occurrences of A → B) / (total number) = 3/3.
Is calculated.
[0058]
In S24, it is determined whether the process is over. Here, in the case of the usage log of FIG. 4C, since it is not the end, in S23, C following B is extracted, and the frequency of A → B → C is (the number of appearances of A → B → C) / (Total number) = 2/3
Is calculated as Similarly, D following B is taken out, and the frequency of A → B → D is expressed as (the number of appearances of A → B → D) / (total number) = 1/3
Is calculated as Then, the process ends, and the process proceeds to S25.
[0059]
In step S25, the transition probability is stored. In this case, the calculated 3/3, 2/3, and 1/3 are set in the probability column at the right end of the inter-node transition table of FIG.
[0060]
As described above, the usage log of the workflow is stored as shown in FIG. 4C, and based on this, the transition probability between nodes is calculated, and automatically as shown in the probability column of FIG. 5B. Can be set to.
[0061]
FIG. 5B shows an example of an inter-node transition table. Here, the following information shown in the figure is registered in association with each other.
[0062]
·input:
-Next node:
-Probability (transition probability between nodes):
Here, the input and the next node represent a certain node in the workflow and a node transiting therefrom. The probability sets the probability of transition from node to node (see FIG. 5A).
[0063]
FIG. 6 shows another operation explanatory diagram of the present invention.
In FIG. 6A, a step S31 extracts a basic pattern.
[0064]
In step S32, the workflow is extracted.
In step S33, the transition probabilities are extracted and set and highlighted. In steps S31 to S33, the basic pattern is extracted and displayed at the top of the screen, and the workflow nodes are displayed below the basic pattern in association with the respective nodes of the basic pattern. The frequency is highlighted in association with the frequency (when the frequency is high, the thickness of the arrow is highlighted thickly).
[0065]
In S34, confirmation is performed using a node having a high probability. That is, is it possible to select a node having a high transition probability between nodes in the workflow displayed in step S33 (for example, displayed in bold), display the URL page, and follow the instruction to execute the job to be executed in the future? Confirm.
[0066]
A step S35 decides whether or not it is OK. In the case of YES, it is determined that the desired job can be executed by displaying the URL page and executing the job in accordance with the instruction, and the job is executed using the job in S37. On the other hand, in the case of NO, the next node of the probability is confirmed in S36, and S35 is repeated.
[0067]
As described above, when the basic pattern and the workflow are displayed, the past transition probabilities between the nodes of the workflow are highlighted with arrows or the like between the nodes, so which node is executed next at a certain node When the node is uncertain, the nodes are checked in order from the highlighted node with the highest transition probability, and when a good node is found, the page of the URL of the node is displayed and the operation can be performed according to the instruction.
[0068]
FIG. 6B shows a display example of highlighted display. The illustrated display example shows an arrow between nodes having a high transition probability based on the transition probability between nodes in FIG. 5B calculated and set based on the use log in FIG. 4C described above. Is thickly highlighted, and shows a workflow example when, for example, "going to buy carrots". here,

And that the transition probability from the node B to the node C is large is highlighted. here,
-At node A, perform the task of "having a wallet".-At the next node B, perform the task of "getting on a bus."-At the next node C where the transition probability is high, get off in front of the supermarket. At the next node D where the supermarket shopping or the transition probability is small, display the transition probability of getting off in front of the greengrocer and shopping at the greengrocer, presenting the probability of use in the past and referring to the user It is possible to do.
[0069]
FIG. 7 shows an explanatory diagram of the present invention. Here, an example of the basic pattern is shown in the upper part, and an example in which the nodes of the workflow are displayed in association with the nodes of the basic pattern is shown in the lower part.
[0070]
Here, a state in which the basic pattern of the first row on the top row and the worksheets of the second and third rows are displayed (the first row, the second row, and the third row are already the basic pattern and the worksheet) In the state where the data is registered as the data structure of FIG. 3B and FIG. 4A described above), the user searches the fourth and fifth lines described as additional parts in the figure. This shows how the found procedure is additionally registered.
[0071]
Here, "'kawasaki (for customer)" of the worksheet in the second row below the "application procedure" in the second column of the basic pattern
-"How to notify the visitor's schedule" in the worksheet on the third line
Can not respond, the user has to create a new ・ Worksheet of the fourth line "Research Support Promotion Department Management Department"
It is necessary to respond to this addition. ・ In the third and fourth rows of the basic pattern, “Laboratory Reservation Room Reservation” and “Conference Room Reservation System User Guide” Book (Laboratory) "
Is added.
[0072]
As described above, if there are insufficient nodes (procedures) for the basic pattern and worksheet, the trained user or administrator creates and adds new nodes (procedures), and all users thereafter Can refer to these added nodes (procedures) to execute the work simply and reliably.
[0073]
【The invention's effect】
As described above, according to the present invention, a desired one is selected from a workflow and displayed, and various operations are performed. When a different procedure is used, the workflow is added to the flow and a log is collected to increase the workflow transition probability. Since the transition highlighting configuration is used, it is possible to store procedures that have been used once and highlight transitions with high transition probabilities to support various tasks according to the user's workflow procedure. .
[Brief description of the drawings]
FIG. 1 is a system configuration diagram of the present invention.
FIG. 2 is a flowchart illustrating the operation of the present invention.
FIG. 3 is an explanatory diagram of the present invention.
FIG. 4 is an example of a workflow according to the present invention.
FIG. 5 is another operation explanatory diagram of the present invention.
FIG. 6 is another operation explanatory view of the present invention.
FIG. 7 is an explanatory diagram of the present invention.
[Explanation of symbols]
1: Administrator 2: Basic pattern storage device 3: Workflow storage device 4: Workflow display device 5: User (user)
7: Procedure search device 8: Reinforcement learning device 9: Usage log storage device 10: Intranet

Claims (5)

In a work support method for performing work according to a workflow representing a series of procedures,
Displaying a desired workflow by retrieving from a database storing the workflow;
Performing work using available procedures in the series of procedures of the displayed workflow;
For a procedure that cannot be used in the workflow, a step of searching other information sources to find a usable procedure, setting the procedure to a node, integrating the procedure into the workflow, performing work using the procedure, and storing the procedure in the database. And a work supporting method. The history used for a series of procedures of the workflow is stored, a transition probability from a procedure to another procedure is set, and a transition having a high transition probability is highlighted when displaying the workflow. 1. The work support method according to 1. 3. The work support method according to claim 1, wherein one or more procedures of the workflow are set in advance or newly added in association with each node of a basic pattern for performing a certain work. In a work support program that works according to a workflow representing a series of procedures,
Displaying a desired workflow by retrieving from a database storing the workflow;
Performing work using available procedures in the series of procedures of the displayed workflow;
For a procedure that cannot be used in the workflow, a step of searching other information sources to find a usable procedure, setting the procedure to a node, integrating the procedure into the workflow, performing work using the procedure, and storing the procedure in the database. Work support program for causing a computer to execute In a work support system for performing work in accordance with a workflow representing a series of procedures, means for searching a database storing the workflow and displaying a desired workflow,
Means for performing work using available procedures in the series of procedures of the displayed workflow,
For a procedure that cannot be used in the workflow, means for searching other information sources to find a usable procedure, setting the procedure in a node, integrating the procedure into the workflow, performing work using the procedure, and storing the procedure in the database. And a work support system comprising:

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