JPH09160976A - Business process management method and system - Google Patents

Abstract

(57) [Summary] [Problem] Even if the business system or the business flow is changed based on the business situation obtained by the analysis of the processing result of the business flow, the analysis takes time, and therefore the detailed business system is changed. It is difficult. According to the present invention, management information base means 2 having a static information management means 21 for managing static attribute information and a dynamic information management means 22, and static management information in the management information base means 2 are provided. Business processing means 1 for notifying and acquiring dynamic management information, static management information editing means 4 for updating management information for each object managed by the static management means with respect to management information base means 2, and dynamic information The dynamic information display unit 3 displays the management information in real time for each object managed by the management unit 222.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a business process management method and system, and in particular, in a business group in charge of a certain business type, the business processing status in the business group is automatically grasped, and the result is immediately reported. The present invention relates to a business process management method and system for improving business processing efficiency by reflecting the change in the configuration within the business group.

[0002]

2. Description of the Related Art Conventionally, as the first step for improving work, the grasp of the work status is performed according to the work flow, various forms to be processed, the number of inputs and outputs to the processing system, the operation of the person in charge. This is done by collecting time and analyzing it.

As a second step, the analysis result is used to infer the situation at the time when the work is being performed from the various types of information collected after the end of the work processing. Then, based on the estimation, processing for changing the business system such as changing the flow of the business flow or changing the person in charge is performed.

[0004]

However, in the above-mentioned grasp of the business status, the above-mentioned conventional business situation occurs as a result of the person in charge of executing the business process for each business type of the business processing group and the processing of the business flow. It is necessary to extract from various data and analyze and grasp. Therefore, even when the business system or business flow is changed based on the business situation obtained by such analysis, the analysis takes time, so the business processing amount and the number of business days required by the business processing personnel, It is difficult to make detailed changes to the business system due to schedule and time fluctuations.

As a result, the business request to the business processing group occurs regardless of the current business system. Therefore, when the processing is crowded, it is kept waiting, and conversely, when the processing is vacant. However, there is also a problem that a person in charge in the business processing group has a vacancy in processing, which deteriorates the business efficiency of the entire group.

The present invention has been made in view of the above points. For each business process in a business group, a person in charge, an organization or the like is used as a conceptual object as a resource for executing the business process, and business processing using this is performed. In an environment where the system is used, these objects are regarded as managed objects, and static attribute information such as preset object attributes and relationships between objects is managed and dynamically used by the business system. An object of the present invention is to provide a business process management method and system capable of grasping a business situation in real time and changing a business configuration by managing dynamic attribute information of a changing object.

[0007]

FIG. 1 is a diagram for explaining the principle of the present invention. The present invention relates to a business process that represents a processing unit for each business type, and uses a person in charge, an organization, or the like, which is an element that executes the business process, as a conceptual object, and uses various business processing systems using the conceptual object. In the business process management method, the object is stored in advance as static information (step 1), and every time the person in charge of executing the business of the business processing system uses the business processing system, the person in charge is The business process management system that manages the corresponding object is notified of the change in the status of business execution (step 2), and the business process management system records the change in the status of business execution of the person in charge as dynamic information. (Step 3), the dynamic information is displayed to the manager of the business process (Step 4), the manager refers to the dynamic information, and if necessary, the static information is displayed. To update (step 5).

Further, in the present invention, the update of the static information is performed according to various conditions such as the degree of concentration of business processing of the person in charge, ability, time limit and the like. In addition, in the present invention, the dynamic information is displayed, and the static information is appropriately edited and displayed.

FIG. 2 is a diagram showing the principle of the present invention. The present invention uses, for a business process that represents a processing unit for each business type, a person in charge, an organization, or the like that is an element that executes the business process as a conceptual object, and uses various business processing systems 200 that utilize this. In the business process management system 200 for business, the static information management means 21 that manages static attribute information such as the configuration of each object in a specific business group including business processes is replaced by the execution of business processing, at which point Management information base means 2 including a dynamic information management means 22 that manages the dynamic state information of each object, and a management information base means 2
On the other hand, the management information is added or changed for each object managed by the static information management means 21 with respect to the business processing means 1 for notifying and acquiring the static management information and the dynamic management information, and the management information base means 2. Static management information editing means 4 for deleting, etc.
And the dynamic information display means 3 for displaying management information in real time for each object managed by the dynamic information management means 22.
And

Further, the static management information editing means 4 is
When the user refers to the management information displayed on the dynamic information display means 3, the user updates the person or organization who executes the business process managed by the static information management means 21. According to the present invention, in the business processing group to which the application is applied, an object corresponding to the person in charge who executes the business process performed therein every time the business processing system 200 is used. The change of the state is notified to the management information base means 2 that manages the. Then, the current management status of the person in charge of business can be known in real time by the dynamic management information display means 3 for displaying the status of each object with respect to the management information base means 2.

Therefore, the current status of the business group can be grasped by knowing the status of the objects corresponding to all business personnel managed by the management information base means 2. Further, by grasping this situation, when the business processing in the business group is crowded, the static attribute information editing means 4 causes the object corresponding to the business person in another business group in which the business processing is vacant. It is possible to improve the efficiency of business processing by dynamically changing the configuration of the business processing group by changing the attribute of to a business group that is temporarily crowded.

[0012]

DESCRIPTION OF THE PREFERRED EMBODIMENTS FIG. 3 shows the configuration of a business process management system of the present invention. The system shown in the figure includes a business processing unit 1, a management information base unit 2, a dynamic management information display unit 3, a static management information editing unit 4, and a static information management file 21.
And a dynamic information management file 22.

The business processing unit 1 obtains and notifies management information to various business processing systems. For the acquisition of management information, the management information base 2 requests relevant information, The business processing system is notified of the information acquired from the base 2. The management information base unit 2 manages various pieces of information that constitute a business process as a management object 20. When the management information base 2 issues a management information request from the business processing unit 1, the management information base 2 identifies a management object having information corresponding to the request, and stores static attribute information of the management object in a static information management file. 21 and obtains the dynamic attribute information from the dynamic information management file 2
2 and transfers it to the business processing unit 1. Also, the dynamic attribute information of the dynamic information management file 22 is updated based on the response from the work processing unit 1. Further, the management information base unit 2 also acquires the requested information from the dynamic information management file 22 and transfers it to the dynamic information display unit 3 with respect to the information request from the dynamic management information display unit 3.

The dynamic management display unit 3 displays in real time dynamic attribute information such as business processing results among the attributes of the management objects. The dynamic management display unit 3 requests dynamic management information from the management information base 2 and displays the acquired dynamic management information. The static management information editing unit 4 edits the static management information among the attributes of the management object. The static management information editing unit 4 notifies the management information base 2 of a partial change in the configuration information or characteristic information of an arbitrary management object or a new definition of an object to be managed.

The static information management file 21 manages and stores static attribute information, such as configuration information, which does not depend on the time change or the business process result, among the attributes of the managed objects. The dynamic information management file 22 manages and stores dynamic attribute information, such as the processing result of the business processing unit 1, which changes with time, among the attributes of the managed objects.

Next, the relationship between the systems in FIG. 3 will be described. First, when a certain kind of business process is executed, the business processing unit 1 requests information related to the management information base unit 2 in order to provide information to the business processing system that processes the business process.

The management information base unit 2 is the business processing unit 1.
In response to an access request from the business processing unit 1, a management object having the information requested by the business processing unit 1 is identified, and static attribute information such as configuration information and characteristic information of the target management object is stored in the static information management file 21. To get from. Further, the dynamic attribute information that changes with time such as the current state is obtained from the dynamic information management file 22 and notified to the work processing unit 1.

The business processing unit 1 notifies the business processing system of the information notified from the management information base 2. As a result, the business processing system executes business processing. As a result, if there is a change in the information notified from the management information base 2, the business processing unit 1 notifies the management information base 2.
The management information base 2 updates the dynamic attribute information of the management object of the dynamic information management file 22 corresponding to the notified information.

On the other hand, the dynamic management information display unit 3 allows the management information base unit 2 to dynamically update any management object of the dynamic information management file 22 managed by the management information base 2 at any time. The attribute information is requested, the management information base unit 2 acquires the dynamic attribute information of the corresponding management object from the dynamic information management file 22, and notifies the dynamic management information display unit 3 of it.

The dynamic management information display unit 3 displays the dynamic attribute information of the management object acquired from the dynamic information management file 22 of the management information base unit 2, or according to the user's intention such as time series or accumulation. It is also provided to the display system (monitor) that also displays. Further, the static management information editing unit 4 notifies the configuration information of an arbitrary management object of the static information management file 21 managed by the management information base unit 2 or a partial change of the characteristic information at any time. Or notify the definition of a new object to be managed.

In response to this, the management information base unit 21
Stores the static attribute information of the corresponding management object in the static information management file 21. Next, the processing in the system of the present invention will be described. FIG. 4 is a flow chart for explaining the operation of the system of the present invention.

The processing described below operates independently for the three states. As the operation status, "Business processing",
There are three modes: "monitoring" and "editing information".
The operation “under processing” is performed in steps 102 to 10
6, the operation of "monitoring" is shown in steps 201 to 204, and the operation of "information editing" is shown in step 3
01 and 302 are shown.

"Processing during business processing" means the case where this system is applied to an actual business processing system via the business processing unit 1. Step 102) First, when the business processing unit 1 of the business process management system requests the management object information from the business processing system, the attribute information of the object is provided to the business processing unit 1. As a result, the business processing unit 1 stores the attribute information of the object in the management information base 2.

Step 103) Next, the business processing system reversely acquires the object attribute information provided to the business processing unit 1. Step 104) The business processing system determines whether there is a change in the information acquired from the business process management system, and if there is a change, moves to step 105, and if not, moves to step 106.

Step 105) When there is a change in the acquired information, the business processing unit 1 of the business process management system is requested to update the information. The business processing unit 1
The management information base unit 2 is requested to update the dynamic information file 22. Step 106) After a preset time interval, the business processing system proceeds to a process (step 103) of acquiring information about the object from the business processing unit 1.

"Monitoring" means a case where it is applied to a business status monitor for grasping the business status via the dynamic management information display unit 3 of the present system. Step 201) First, it is determined whether a monitor for the business processing system has issued a request for acquiring object information to the dynamic management information display unit 3 of the business process management system. If a request is detected, , Step 2
02, if not detected, step 204
Move to

Step 202) When there is a request from the business processing system, the dynamic management information display unit 3 acquires the request and requests the management information base 2 for information. Step 203) In response to this, the management information base unit 2 acquires the information of the dynamic management information file 22 and provides it to the dynamic management information display unit 3.

Step 204) After a preset time, the process again moves to the process of detecting a request from the monitor of the work processing system (moves to step 201).
In particular, if there is no request from the dynamic management information display unit 3, thereafter, the information currently requested is provided to the dynamic management information display unit 3 at predetermined time intervals. As a result, the dynamic management information is cyclically displayed on the monitor of the business processing system.

"Editing information" means the static management information editing unit 4
This is a mode for editing the attribute of an object by. Step 301) First, when the static information editing unit 4 detects an edit request from the attribute editing system of the business processing system, it acquires the request.

Step 302) The static information editing unit 4
The management information base 2 is accessed according to the edit request, and the attribute information of the related object is acquired and edited. After that, this process is repeated.

[0031]

Embodiments of the present invention will be described below with reference to the drawings. FIG. 5 is a diagram for explaining one embodiment of the present invention. The figure shows a response business process management system in which the present invention is applied to a telephone inquiry business by customer service. FIG. 6 is a system configuration diagram of an embodiment of the present invention.

The primary reception business group shown in the same figure is a group that mainly responds to telephone distribution and simple inquiries in the business of accepting inquiries from customers and making inquiries. . In addition, the secondary response work group is a group that specializes in long-term reception of complicated contents. This system is
The supervisor dynamically sees the congestion status and dynamically
The figure shows a business process management system that adjusts the ratio of the number of secondary business personnel.

In this system, in order to express this business process, a business person, a business group response business processing system, etc. are defined in the management information base unit 2 as management objects. For example, a management object representing a person in charge of business has a name, an individual ID, a belonging group name, etc., stored in the static information management file 21 as static attribute information. In addition, the number of calls, the service time, etc. that have been handled so far are stored in the dynamic information management file 22 as the dynamic attribute information.

The operation of the present invention will be described on the assumption that the setting is made as described above. (1) When a person in charge of business instructs the business processing system 200 to start use, the business processing system 200
Requests and obtains information as a group that does not depend on the person in charge, such as the current business to which the business process management system 100 belongs, as necessary. Then, the person in charge of business sets personal attribute information to the response work processing system 200 and gives an instruction to start the work. The response business processing system 200 sends this information to the business process management system 1
00 (business processing unit 1), and the business processing unit 1 sets the information in the management information base 2. As a result, the management information base 2 manages static information (business group name, individual attribute information, etc.) in the static information management file 21 and dynamic information (start time, etc.) in the dynamic information management according to the attributes of the notified information. Store in file 22.

(2) When the telephone reception is started in the response business processing system 200, the telephone is called to the primary response business group. At this time, the person in charge of business in the primary service group inputs the service information necessary for the business process to the service system 200 while responding to the customer. With this as a trigger, the response business processing system 200 notifies the business process management system 100 (business processing unit 1).

(3) Business process management system 100
The (business processing unit 1) notifies the management information base 2 of the reception time and the total number of receptions up to that time, as dynamic management information of the object corresponding to the business person, and stores it in the dynamic information management file 22. To do. (4) When the reception is completed, the business person in charge of the primary reception business group instructs the reception business processing system 200 to end. In response to this, the response work processing system 200
Is a business process management system 100 (business processing unit 1)
To the end of the response. In response to this, the business process management system (business processing unit 1) records the time and the like in the dynamic information management file 22 from the management information base 2.

(5) In addition, the business person in charge of the first-order business group transfers or relays the telephone to the business person in the second relevant business group depending on the content. With this as a trigger, in the secondary response business group, as in the case of the primary response business group, the response status via the response business processing system is notified to the business process management system 100 (business processing unit 1). As a result, the management information base unit 2 stores the dynamic information of the secondary response business group in the dynamic information management file 22.

(6) When the above-mentioned response work is being performed, the supervisor monitors the monitor 5 by the management application having the work status monitor screen and the management information edit screen created on the business process management system 100.
Use the information displayed above to understand the work and adjust the work composition. That is, the business status monitor screen of the monitor 5 displays the information from the dynamic management information display unit 3, and the management information editing screen displays the information edited by the static management information editing unit 4.

(7) First, the supervisor acquires and displays the current status of the object in the dynamic information management file 22 managed by the management information base 2 on the business status monitor screen on the monitor 5. For example, as the state of the object corresponding to the person in charge of business, the number of calls received by each person, the sum of the hours of reception, and the like are displayed to grasp the current congestion status of processing by the person in charge.

(8) Subsequently, the supervisor receives temporary inquiries from the customer and receives temporary inquiries as soon as it is understood that the customer cannot receive a telephone call because the supervisor is overwhelmed by the business personnel in the primary response business group. Then, the management information edit screen on the monitor 5 is changed to the attribute of the primary reception business group for the object corresponding to the business person in the secondary reception business group and the reception business processing system 200. Specifically, by inputting a change from the management information editing screen, the static management information editing unit 4 is notified, and the editing unit 4 updates the static information management file 21. As a result, the person in charge of business in the second-response business group is added to the first-response business group from this moment, and can start the first-response business which receives a telephone call from the customer directly.

FIG. 7 shows an example of updating the static information in the above processing. The figure (A) shows the state before the update, and the figure (B) shows the state after the update. At the time (t1) in the same figure (A), when the supervisor refers to the dynamic information, the business of the primary response business group is not so busy, but after that, the dynamic information is referenced again. At (t2), since the processing of the primary response business group is congested, the person in charge (ID = CC) belonging to the secondary response business group at time t1 as shown in FIG.
C) is changed to the primary reception business group at time t2.

During this period, the person in charge of each reception work can change the role without moving his / her seat. In the above (8), when the supervisor changes the attribute of the static information, the application automatically sets predetermined parameters, such as the ability of the person in charge and the time limit information, and automatically. It is also possible to change the static information. This is effective when the number of persons in charge is large.

It should be noted that the present invention is not limited to the above-described embodiment, but can be variously modified and applied within the scope of the claims.

[0044]

As described above, according to the business process management method and system of the present invention, it is possible to grasp and display in real time the business processing status of the persons in charge in business groups having different business processes. Also, based on the result, the supervisor can arbitrarily change the role of the business person. Therefore, by changing the composition of the person in charge of business according to the business processing status in the business process, adjustments can be made to improve business processing efficiency, and the processing result is fast even for the side requesting business for that business process. It is possible to expect a reply and correct processing, and it is possible to improve satisfaction.

[Brief description of the drawings]

FIG. 1 is a diagram for explaining the principle of the present invention.

FIG. 2 is a principle configuration diagram of the present invention.

FIG. 3 is a configuration diagram of a business process management system of the present invention.

FIG. 4 is a flow chart for explaining the system operation of the present invention.

FIG. 5 is a diagram for explaining one embodiment of the present invention.

FIG. 6 is a system configuration diagram of an embodiment of the present invention.

FIG. 7 is a diagram showing an example of updating of an embodiment of the present invention.

[Explanation of symbols]

 1 business processing means, business processing part 2 management information base means, management information base part 3 dynamic management information display means, dynamic management information display part 4 static management information editing means, static information editing part 5 monitor 20 management object 21 static information management file 22 dynamic information management file 100 business process management system 200 business processing system, response business system

Claims (5)

[Claims] 1. With respect to a business process that represents a processing unit for each business type, a person in charge of executing the business process, an organization, or the like is used as a conceptual object, and various business processing systems using this are used. In the business process management method for business, the object is stored in advance as static information, and every time a person in charge of executing the business of the business processing system uses the business processing system, the object is equivalent to the person in charge. The business process management system that manages the object to notify the change in the status of business performance, the business process management system records the change in the status of business performance of the person in charge as dynamic information, The dynamic information is displayed to the administrator of the business process, the administrator refers to the dynamic information, and if necessary,
A business process management method characterized by updating the static information. 2. The business process management method according to claim 1, wherein the static information is updated according to the degree of concentration, ability, and time limit of business processing of the person in charge. 3. The business process management method according to claim 1, wherein the dynamic information is displayed, and the static information is also edited and displayed as appropriate. 4. With respect to a business process that represents a processing unit for each business type, a person in charge of executing the business process, an organization, or the like is used as a conceptual object, and various business processing systems using this are used. In a business process management system for business, a static information management unit that manages static attribute information such as the configuration of each object in a specific business group including the business process, and an operation at the time when the business process changes Management information base means including dynamic information management means for managing the status information of each object, and a business processing means for notifying and acquiring the static management information and the dynamic management information to the management information base means. And adding, changing, deleting, etc. management information for each object managed by the static information management means to the management information base means. A business process management system comprising: static management information editing means; and dynamic information display means for displaying management information in real time for each object managed by the dynamic information management means. 5. The static management information editing means, when the management information displayed on the dynamic information display means is referenced by a user, the task managed by the static information management means by the user. The business process management system according to claim 4, wherein a person in charge of executing the process or an organization is updated.