Method and device for optimizing closed-loop management of user satisfaction in system

Abstract

The invention provides a system internal user satisfaction closed-loop management optimization method and device, and the method comprises the steps: constructing a plurality of role groups which are used for carrying out satisfaction process management, and at least comprise a first role group, a second role group and a third role group; an initial question list is obtained, and the initial question list comprises a plurality of reference questions; obtaining a screening result of the first role group for the plurality of reference questions based on a preset screening rule, and updating a question list ledger based on the screening result, the screening result including one or more target questions; obtaining a first verification result of the second role group for the target question; obtaining to-be-processed problems determined by the third role group based on the first verification result, and a problem solution corresponding to each to-be-processed problem; and updating the problem list ledger by the first role group based on the to-be-processed problem and the problem solution. Therefore, the user satisfaction cooperation management efficiency can be effectively improved.

Description

Technical Field

[0001] The present disclosure relates to the technical field of user experience optimization, and particularly to a method and device for optimizing the closed-loop management of user satisfaction within a system. Background Art

[0002] The user satisfaction of an information system refers to the evaluation of whether the system meets the user's usage needs from aspects such as convenience, functionality, integration, and clarity when the user operates the system.

[0003] In related technologies, when implementing the satisfaction management and optimization of the system by internal users of an enterprise, the process is rather cumbersome and the effect is not good. Summary of the Invention

[0004] The present disclosure aims to solve at least one of the technical problems in the related technologies to some extent.

[0005] To this end, the purpose of the present disclosure is to propose a method, device, computer device, and storage medium for optimizing the closed-loop management of user satisfaction within a system, whereby the efficiency of collaborative management of user satisfaction can be effectively improved, and the management optimization effect can be greatly enhanced.

[0006] To achieve the above object, the method for optimizing the closed-loop management of user satisfaction within a system proposed in the first aspect embodiment of the present disclosure includes:

[0007] Constructing multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group;

[0008] Obtaining an initial problem list, where the initial problem list includes multiple reference problems;

[0009] Obtaining the screening result of the first role group for the multiple reference problems based on a preset screening rule, and updating the problem list ledger based on the screening result, where the screening result includes one or more target problems;

[0010] Obtaining the first verification result of the second role group for the target problems;

[0011] Obtaining the problems to be processed determined by the third role group based on the first verification result, and the problem solutions corresponding to each of the problems to be processed;

[0012] Updating the problem list ledger by the first role group based on the problems to be processed and the problem solutions.

[0013] To achieve the above object, the device for optimizing the closed-loop management of user satisfaction within a system proposed in the second aspect embodiment of the present disclosure includes:

[0014] A building module for building multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group;

[0015] A first acquisition module for acquiring an initial problem list, where the initial problem list includes multiple reference problems;

[0016] A second acquisition module for acquiring the screening result of the multiple reference problems by the first role group based on a preset screening rule, and updating the problem list ledger based on the screening result, where the screening result includes one or more target problems;

[0017] A third acquisition module for acquiring the first verification result of the target problems by the second role group;

[0018] A fourth acquisition module for acquiring the problems to be processed determined by the third role group based on the first verification result, and the problem solutions corresponding to each of the problems to be processed;

[0019] An update module for the first role group to update the problem list ledger based on the problems to be processed and the problem solutions.

[0020] The computer device proposed in the third aspect embodiment of the present disclosure includes: a memory, a processor, and a computer program stored on the memory and executable on the processor. When the processor executes the program, it implements the system internal user satisfaction closed-loop management optimization method proposed in the first aspect embodiment of the present disclosure.

[0021] The fourth aspect embodiment of the present disclosure proposes a non-temporary computer-readable storage medium, on which a computer program is stored. When the program is executed by a processor, it implements the system internal user satisfaction closed-loop management optimization method proposed in the first aspect embodiment of the present disclosure.

[0022] The fifth aspect embodiment of the present disclosure proposes a computer program product. When the instructions in the computer program product are executed by a processor, they execute the system internal user satisfaction closed-loop management optimization method proposed in the first aspect embodiment of the present disclosure.

[0023] The method, device, computer equipment and storage medium for optimizing the closed-loop management of internal user satisfaction provided by the present disclosure construct multiple role groups, where the role groups are used for the process management of satisfaction. The multiple role groups at least include: a first role group, a second role group, and a third role group; obtain an initial problem list, where the initial problem list includes multiple reference problems; obtain the screening results of the multiple reference problems by the first role group based on a preset screening rule, and update the problem list ledger based on the screening results, where the screening results include one or more target problems; obtain the first verification result of the second role group for the target problems; obtain the problems to be processed determined by the third role group based on the first verification result, and the problem solution corresponding to each problem to be processed; and update the problem list ledger by the first role group based on the problems to be processed and the problem solutions. Thereby, the efficiency of collaborative management of user satisfaction can be effectively improved, and the management optimization effect can be greatly improved.

[0024] Additional aspects and advantages of the present disclosure will be given in part in the following description, become apparent in part from the following description, or be learned through the practice of the present disclosure. BRIEF DESCRIPTION OF THE DRAWINGS

[0025] The above and / or additional aspects and advantages of the present disclosure will become apparent and be readily understood from the following description of the embodiments in conjunction with the accompanying drawings, where:

[0026] Figure 1 is a schematic flowchart of a method for optimizing the closed-loop management of internal user satisfaction proposed in an embodiment of the present disclosure;

[0027] Figure 2 is a schematic structural diagram of a management method model for optimizing internal user satisfaction proposed by the present disclosure;

[0028] Figure 3 is a schematic diagram of the collaborative process of each role group for a high-frequency problem list of user satisfaction proposed by the present disclosure;

[0029] Figure 4 is an example diagram of an observation board for the process and results of a system project team dimension proposed by the present disclosure;

[0030] Figure 5 is a schematic structural diagram of a device for optimizing the closed-loop management of internal user satisfaction proposed in an embodiment of the present disclosure;

[0031] Figure 6 shows a block diagram of an exemplary computer equipment suitable for implementing the embodiments of the present disclosure. DETAILED DESCRIPTION OF THE EMBODIMENTS

[0032] Embodiments of the present disclosure will be described in detail below. Examples of the embodiments are shown in the accompanying drawings, where the same or similar reference numerals denote the same or similar elements or elements having the same or similar functions throughout. The embodiments described below by referring to the drawings are exemplary and are only used to explain the present disclosure, and should not be construed as a limitation of the present disclosure. On the contrary, the embodiments of the present disclosure include all variations, modifications, and equivalents that fall within the spirit and scope of the appended claims.

[0033] Figure 1 It is a schematic flowchart of an optimization method for closed-loop management of internal user satisfaction in a system proposed in an embodiment of the present disclosure.

[0034] It should be noted that, in this embodiment, the execution subject of the optimization method for closed-loop management of internal user satisfaction in the system is an optimization device for closed-loop management of internal user satisfaction in the system. This device can be implemented in software and / or hardware, and this device can be configured in a computer device. The computer device can include, but is not limited to, a terminal, a server, etc. For example, the terminal can be a mobile phone, a personal digital assistant, etc.

[0035] As Figure 1 shown, the optimization method for closed-loop management of internal user satisfaction in the system includes:

[0036] S101: Construct multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group.

[0037] The role group refers to an object that defines a specific task in the process of optimizing the closed-loop management of internal user satisfaction in the system. Different role groups may be configured with different permissions.

[0038] The first role group, the second role group, and the third role group refer to role groups constructed in the embodiments of the present disclosure for implementing different functions.

[0039] The first role group is used to overall coordinate and manage the process of optimizing the closed-loop of internal user satisfaction in the system. The second role group is used to contact and coordinate the situation of system users and feedback to the first role group. The third role group is used to implement optimization and feedback to the first role group.

[0040] For example, in the embodiments of the present disclosure, the first role group can be used to overall coordinate and manage the process of optimizing the closed-loop of internal user satisfaction in the system, such as the management team of the head office; the second role group can be used to contact and coordinate the situation of system users and feedback to the first role group, such as the management team of a subsidiary; the third role group can be used to implement optimization and feedback to the first role group, such as the project management team of the head office.

[0041] It can be understood that in the process of closed-loop management of user satisfaction within the system, multi-party coordination and processing may be required. Therefore, in the embodiments of the present disclosure, multiple role groups can be constructed to provide reliable execution objects for the subsequent closed-loop management process of user satisfaction within the system.

[0042] Optionally, in some embodiments, when constructing multiple role groups, the organizational structure characteristics of the system users can be determined; and multiple role groups can be constructed according to the organizational structure characteristics. Thus, the adaptability of the obtained multiple role groups to personalized application scenarios is ensured.

[0043] Among them, the system users refer to the users of the system to be optimized for closed-loop management of user satisfaction in the embodiments of the present disclosure.

[0044] Among them, the organizational structure characteristics can be used to describe the structural characteristics of the enterprise corresponding to the system users.

[0045] For example, the organizational structure characteristics can be used to indicate the enterprise headquarters, project branches, etc., and there is no limitation thereto.

[0046] S102: Obtain an initial problem list, where the initial problem list includes multiple reference problems.

[0047] Among them, the initial problem list refers to the unprocessed problem list obtained in the embodiments of the present disclosure. This initial problem list can be collected and sorted out by grass-roots units in the organizational structure.

[0048] Among them, the reference problems refer to the problems included in the initial problem list. It can be understood that among the multiple reference problems included in this initial problem list, there may be problems caused by accidental factors, and such problems usually do not require special treatment.

[0049] In the embodiments of the present disclosure, when obtaining the initial problem list, it can be that the user gives feedback based on their own system usage situation, or it can also be that a third-party detection device conducts professional detection on different functions of the system, and there is no limitation thereto.

[0050] Optionally, in some embodiments, the multiple reference problems include:

[0051] Individual problems, where the individual problems are provided by system users;

[0052] Common problems, where the common problems are provided by the second role group and / or the third role group.

[0053] Thus, the comprehensiveness of the obtained multiple reference problems can be effectively improved, thereby providing reliable reference information for the optimization of closed-loop management of user satisfaction within the system.

[0054] Among them, an individual problem may refer to a problem that affects the usage experience and is raised by a single user.

[0055] Among them, a common problem may refer to a problem actively discovered by the second role group and / or the third role group.

[0056] S103: Obtain the screening results of the first role group for multiple reference problems based on a preset screening rule, and update the problem list ledger based on the screening results, where the screening results include one or more target problems.

[0057] Among them, the preset screening rule refers to the rule configured for the screening process of multiple reference problems in the embodiments of the present disclosure. This preset screening rule can be flexibly configured according to the application scenario and business requirements, and no limitation is imposed thereon.

[0058] Optionally, in some embodiments, the preset screening rule includes at least one of the following: screening frequency; system importance; problem feedback frequency; problem impact scope; problem urgency; whether the problem involves business rules; whether the problem involves information security.

[0059] Thus, the adaptability of the preset screening rule in the personalized application scenario can be ensured.

[0060] Among them, the problem list ledger refers to the ledger preset for problems in the embodiments of the present disclosure.

[0061] Among them, the target problem refers to the problem screened from multiple reference problems based on the preset screening rule in the embodiments of the present disclosure.

[0062] Optionally, in some embodiments, when updating the problem list ledger based on the screening results, relevant information corresponding to each target problem may be determined, where the relevant information includes: problem description, problem source, involved system, attribution system, problem tags, and problem keywords; update the problem list ledger based on the relevant information corresponding to the target problem. Thus, the comprehensiveness of the problem list ledger in indicating the relevant information of the target problem can be effectively improved, thereby providing reliable reference information for the problem handling process.

[0063] S104: Obtain the first verification result of the second role group for the target problem.

[0064] Among them, the first verification result can be used to indicate the authenticity and universality of the target problem.

[0065] That is to say, in the embodiments of the present disclosure, after determining the target problem, the second role group can be used to verify and analyze the target problem, thereby effectively improving the robustness of the closed-loop management optimization process of the internal user satisfaction of the system.

[0066] S105: Obtain the problems to be processed determined by the third role group based on the first verification result, and the problem solutions corresponding to each problem to be processed.

[0067] Among them, the problems to be processed may refer to the problems that need to be processed determined by the third role group based on the first verification result from one or more target problems in the embodiments of the present disclosure.

[0068] Among them, the problem solution refers to the solution configured for the problem to be processed, and may include information such as the problem contact person, the type of solution, the description of the solution situation, the current progress, the planned solution time, etc.

[0069] In the embodiments of the present disclosure, when the third role group determines the problems to be processed based on the first verification result, it may conduct further verification and analysis on the target problems.

[0070] S106: The first role group updates the problem list ledger based on the problems to be processed and the problem solutions.

[0071] In the embodiments of the present disclosure, when the first role group updates the problem list ledger based on the problems to be processed and the problem solutions, it may review the problems to be processed and the problem solutions, and update the problem list ledger after the review passes.

[0072] That is to say, in the embodiments of the present disclosure, after determining the problems to be processed and the problem solutions, the first role group may update the problem list ledger based on the problems to be processed and the problem solutions.

[0073] Optionally, in some embodiments, when the processing progress of the problem to be processed is updated, the third role group may also determine the problem solution progress; after the problem solution progress is reviewed by the first role group, the problem list ledger is updated based on the problem solution progress. Thus, real-time monitoring of the processing progress of the problem to be processed can be achieved, and the processing progress can be updated to the problem list ledger in a timely manner.

[0074] Among them, the problem solution progress may be used to indicate the processing progress of the corresponding problem to be processed.

[0075] Optionally, in some embodiments, when the problem solution progress indicates that the problem to be processed has been processed, the first role group may initiate a verification process; based on the verification process, the second role group is instructed to obtain user feedback information, where the user feedback information is used to indicate the solution effect of the problem to be processed; the problem list ledger is updated based on the user feedback information. Thus, the processing result can be verified in a timely manner when the problem to be processed has been processed, and the problem list ledger is updated based on the verification result.

[0076] Among them, the verification process may refer to the system process for verifying the processing result of the problem to be processed.

[0077] Among them, the user feedback information may refer to the experience feedback information of the user regarding the above-mentioned problem to be processed during the system usage, and can be used to indicate whether the above-mentioned problem to be processed has been solved.

[0078] Optionally, in some embodiments, before the first role group updates the problem list ledger based on the problem to be processed and the problem solution, the second verification result of the second role group for the problem solution can be obtained; then, the first role group updates the problem to be processed and the problem solution to the problem list ledger based on the second verification result. Thus, the reliability and practicability of the obtained problem solution can be further ensured based on the second verification result provided by the second role group.

[0079] Among them, the second verification result can be used to indicate whether the problem solution is applicable to solve the corresponding problem to be processed.

[0080] In the embodiments of the present disclosure, after the second verification result reaches the expected effect, the first role group can evaluate the quality of the problem solution, and after determining that it meets the solution quality requirements, update the problem to be processed and the problem solution to the problem list ledger.

[0081] Optionally, in some embodiments, the first attribute dimension of the role group and the second attribute dimension of the problem list ledger can also be determined. Among them, the second attribute dimension includes: a process observation dimension and a result tracking dimension; according to the first attribute dimension and the second attribute dimension, management process observation indicators are determined; based on the management process observation indicators, management process data is obtained. Thus, the obtained management process data can realize the quantitative evaluation of the optimization effect of the closed-loop management of user satisfaction within the system, thereby providing reliable reference information for the subsequent optimization process.

[0082] Among them, the first attribute dimension refers to the attribute dimension related to the role group. And the second attribute dimension can refer to the attribute dimension related to the problem list ledger.

[0083] In the embodiments of the present disclosure, the second attribute dimension can be divided into a "process observation dimension" and a "result tracking dimension". For example:

[0084] Process observation dimension: For example, in the management process of the problem list in each dimension, the comparison of the participation of different individuals within the same role group;

[0085] Result tracking dimension: It can be the solution rate of the problem list, and also includes result data such as the system satisfaction score.

[0086] Among them, the management process observation indicator refers to the indicator selected in the embodiments of the present disclosure for evaluating the management process.

[0087] It can be understood that the goal of the internal user satisfaction closed-loop management optimization method proposed in this disclosure is to improve the system user satisfaction by promoting the closed-loop process management of the problem list. Therefore, setting these indicators provides a reliable basis for the management optimization process.

[0088] Among them, the management process data refers to the management process-related data obtained by observing the management process observation indicators in the embodiments of this disclosure.

[0089] That is to say, in the embodiments of this disclosure, corresponding management process observation indicators can be configured for the satisfaction management process, and based on the management process observation indicators, management process data can be obtained, so as to provide reliable reference information for evaluating the satisfaction management effect.

[0090] In this embodiment, by constructing multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group; obtaining an initial problem list, where the initial problem list includes multiple reference problems; obtaining the screening results of the first role group for the multiple reference problems based on a preset screening rule, and updating the problem list ledger based on the screening results, where the screening results include one or more target problems; obtaining the first verification result of the second role group for the target problems; obtaining the problems to be processed determined by the third role group based on the first verification result, and the problem solution corresponding to each problem to be processed; and updating the problem list ledger by the first role group based on the problems to be processed and the problem solutions. Thereby, it can effectively improve the collaborative management efficiency of user satisfaction and greatly improve the management optimization effect.

[0091] Based on the above embodiments, this disclosure designs a complete multi-party collaborative closed-loop management mechanism for user satisfaction optimization based on the goal of internal user satisfaction in the system, including four aspects of models: a satisfaction collaboration responsibility matrix, problem hierarchical classification management, closed-loop collaboration process, and observation and evaluation index dashboard, and matching digital technology devices such as a process platform and a low-code development dashboard. This method can improve the collaborative efficiency of internal user satisfaction in the system, save synchronization costs, improve the solution effect, and improve the satisfaction evaluation, realizing all-channel, multi-level, wide-coverage, and full-participation satisfaction closed-loop management and optimization, and supporting the improvement of business operation quality and efficiency.

[0092] The technical solution of this disclosure aims at the satisfaction management and optimization when internal users use the system, designs a perfect multi-party collaborative mechanism, clarifies the process management methods and responsibility matrix of each link, defines the process and result indicators of observation and evaluation, and matches a process collaboration platform and a process management dashboard as the ability support.

[0093] The overall model of this technical solution mainly includes four aspects: a collaboration responsibility matrix, problem hierarchical classification management, closed-loop collaboration process, and observation and evaluation dashboard, asFigure 2 As shown Figure 2 is a schematic structural diagram of a management method model for optimizing the internal user satisfaction of the system proposed according to the present disclosure. Among them,

[0094] 1. In terms of institutional mechanisms and responsibility matrices: This technical solution defines various satisfaction process management role groups, mainly including the head office user satisfaction management team (i.e., the above-mentioned first role group), each system project team (i.e., the above-mentioned third role group), and the sub-organization user satisfaction management team (i.e., the above-mentioned second role group). See the above Figure 2 . The team functions, authorities, and responsibilities of each role group are respectively defined to form a responsibility matrix for the role group. With system support, dynamic maintenance is achieved. In the role group configuration of the corresponding system, an example of the role group and authority configuration is shown in Table 1.

[0095] Table 1

[0096]

[0097] 2. In terms of hierarchical classification management of user satisfaction problems: The types and levels of satisfaction problems are clarified, and the corresponding management workflows are matched. The problem types mainly include individual problems, common problems, and key and difficult problems:

[0098] Individual problems are proposed by grass-roots users personally through relevant work order systems and monthly user research pop-up windows. The feedback volume is large and the information density is low. Information synchronization and docking can be carried out in the platform to manage the overall situation of the problem list.

[0099] Common problems are actively mined and reported by sub-organizations and project teams. Information is actively filled in the corresponding actively mined problem list, and individual problems can be associated to actively follow up and solve the problems.

[0100] Key and difficult problems are problems that have a wide range of impacts, great optimization effects, and high solution difficulties, which are refined and identified by the head office user satisfaction management team from individual and common problems every month, and form a high-frequency problem list for unified promotion and solution.

[0101] The above problem classification can be dynamically maintained through system data docking and report ledger applications. An example of the list ledger is shown in Table 2.

[0102] Table 2

[0103]

[0104]

[0105] 3. In terms of the collaborative process management of user satisfaction: Distinguish the process management stages, match the collaboration processes and ledger records from four stages: problem collection, analysis and verification, promotion of solution, and verification of solution, to achieve the self-service release, collection, and distribution of process information and promote the collaboration of each team. Taking the "List of High-frequency User Satisfaction Problems" as an example, as Figure 3 shown, Figure 3 is a schematic diagram of the collaborative process of each role group in the list of high-frequency user satisfaction problems proposed according to the present disclosure, which mainly includes the following steps:

[0106] (1) Problem collection: The user satisfaction management team of the head office screens monthly from the individual and common problem lists according to specific rules (judged according to key matters such as system importance, feedback frequency, influence scope, urgency, whether it involves business rules and information security, etc., and there are quantitative or qualitative standards within the company). Through the new problem process, fill in the relevant form information dimensions into the ledger of the high-frequency problem list, including problem description, problem source, involved system and attribution system, problem label, problem keyword, etc., and initiate the relevant confirmation processes for the subsidiaries and project teams. At the same time, according to the problem number generation mechanism involved, a unique problem ID is formed in the system for convenient tracking of the full-cycle processing of the problem.

[0107] (2) Analysis and verification: The user satisfaction management team of the head office initiates a confirmation process in the system, and all user satisfaction management teams of the sub-organizations confirm the problem situation. The process can set feedback time limit requirements. The subsidiaries confirm the universality and authenticity of each problem in the preliminary screening form of high-frequency problems and supplement the problem description. The system can automatically count the feedback ratio of information such as "whether this problem is involved" and "whether optimization is required" filled in by each subsidiary, and judge the importance and universality of the problem according to the overall feedback of the subsidiaries, and update it in the overall problem ledger.

[0108] (3) Promotion of solution: The user satisfaction management team of the head office regularly initiates a process in the system (Method 1). The project team further confirms the authenticity of the problem, clarifies the root cause of the problem and the responsible party for solution according to the verification situation of the sub-organizations, and fills in information such as the contact person of the project team for this problem, type of solution, description of the solution situation, current progress, planned solution time, etc. After the quality of the solution is reviewed by the head office team, it can be updated in the ledger; if the project team has an update on the solution progress, it can initiate the update of the solution situation in real time (Method 2), and after being reviewed by the head office, it can be dynamically updated in the problem ledger.

[0109] (4) Verification and solution: When the system project team reports that the preliminary user satisfaction issues have been resolved, the head office user satisfaction management team initiates a process in the system. All sub - organization user satisfaction teams confirm the problem - solving situation. The process can set requirements for feedback timeliness. The sub - organization user satisfaction management team conducts return visits on the problem - solving situation of user issues as required, organizes communication with the users who raised the issues, verifies whether the problems are actually solved and gives feedback in the process. The system can automatically count the overall feedback situation of the subsidiaries and update it in the overall issue ledger.

[0110] 4. Regarding the multi - dimensional observation and evaluation dashboard:

[0111] In terms of index design, a process management index system for optimizing the internal system user experience is defined. In addition to the overall result data of user satisfaction evaluation, complete process management indexes and result indexes of user satisfaction are defined from the system and sub - organization dimensions respectively, matching various quantitative and qualitative process management evaluation dimensions for each team and each organization. The relevant fields of the process indexes and result indexes of the system project team and sub - organization dimensions are shown in Table 3.

[0112] Table 3

[0113]

[0114] In terms of implementation method, through the underlying data docking across individuals and public systems, the availability of process data is ensured; through the dashboard technology of low - code development, it supports the formation of visual process and result evaluation dashboards for statistical data. Figure 4 It is an example diagram of the process and result observation dashboard of the system project team dimension proposed according to the present disclosure.

[0115] Combining the above embodiments, the present disclosure proposes a method and device for closed - loop management and optimization of internal system user satisfaction. It forms a complete set of methods and devices for collaborative management and optimization of internal system user satisfaction, including a responsibility mechanism, a hierarchical model, a closed - loop process, and an index system, and matches a process collaboration platform and a process management dashboard as capacity support, which can improve the collaborative efficiency of internal system user satisfaction, save synchronization costs, improve the solution effect, and enhance the satisfaction evaluation, realizing closed - loop management and optimization of satisfaction with all channels, multiple levels, wide coverage, and full participation, and supporting the improvement of business operation quality and efficiency. From customer - side to internal user satisfaction management, the extension of the application object is realized; by applying process and dashboard technologies in user satisfaction management, the innovation of application scenarios is realized.

[0116] In terms of technical effects and application values, the technical solutions proposed in this disclosure have the following characteristics: First, they meet common needs and have a wide range of applicability. Collaboratively improving the satisfaction of internal users is a common optimization need for various large organizations. It is applicable to all large organizations with multiple hierarchical levels, wide network distributions, diverse business types, and numerous systems. Second, they are lightweight solutions and are easy to implement. Each organization can rely on existing internal low-code development platforms, process management applications, data dashboard tools, etc. to adopt the technical solutions and can achieve closed-loop management and optimization of the satisfaction of internal users within the system. Third, they have been verified to be effective and have great application potential. Through actual application verification, they can effectively promote the improvement of the collaborative management efficiency of user satisfaction and the enhancement of satisfaction evaluations. The larger the organization and the more systems there are, the more significant the optimization effect of user satisfaction management provided by this technical solution will be.

[0117] Figure 5 It is a schematic structural diagram of a device for optimizing the closed-loop management of the satisfaction of internal users within a system proposed in an embodiment of this disclosure.

[0118] As Figure 5 shown, the device 50 for optimizing the closed-loop management of the satisfaction of internal users within a system includes:

[0119] A construction module 501, configured to construct multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group;

[0120] A first acquisition module 502, configured to acquire an initial problem list, where the initial problem list includes multiple reference problems;

[0121] A second acquisition module 503, configured to acquire the screening results of the first role group for the multiple reference problems based on a preset screening rule, and update the problem list ledger based on the screening results, where the screening results include one or more target problems;

[0122] A third acquisition module 504, configured to acquire the first verification result of the second role group for the target problems;

[0123] A fourth acquisition module 505, configured to acquire the problems to be processed determined by the third role group based on the first verification result, and the problem solutions corresponding to each problem to be processed;

[0124] An update module 506, configured to update the problem list ledger by the first role group based on the problems to be processed and the problem solutions.

[0125] It should be noted that the foregoing explanations of the method for optimizing the closed-loop management of the satisfaction of internal users within a system also apply to the device for optimizing the closed-loop management of the satisfaction of internal users within a system in this embodiment, and will not be elaborated here.

[0126] In this embodiment, by constructing multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group; obtaining an initial problem list, where the initial problem list includes multiple reference problems; obtaining the screening results of the multiple reference problems by the first role group based on a preset screening rule, and updating the problem list ledger based on the screening results, where the screening results include one or more target problems; obtaining the first verification result of the second role group for the target problems; obtaining the problems to be processed determined by the third role group based on the first verification result, and the corresponding problem solutions for each problem to be processed; and updating the problem list ledger by the first role group based on the problems to be processed and the problem solutions. Thus, the efficiency of user satisfaction collaborative management can be effectively improved, and the management optimization effect can be greatly improved.

[0127] Figure 6 A block diagram of an exemplary computer device suitable for implementing the embodiments of the present disclosure is shown. Figure 6 The computer device 12 shown is only an example and should not impose any limitation on the functions and scope of use of the embodiments of the present disclosure.

[0128] As Figure 6 shown, the computer device 12 is presented in the form of a general-purpose computing device. The components of the computer device 12 may include, but are not limited to: one or more processors or processing units 16, a system memory 28, and a bus 18 connecting different system components (including the system memory 28 and the processing unit 16).

[0129] The bus 18 represents one or more of several types of bus structures, including a memory bus or a memory controller, a peripheral bus, a graphics acceleration port, a processor, or a local bus using any of the multiple bus structures. For example, these architectures include, but are not limited to, an Industry Standard Architecture (ISA) bus, a Micro Channel Architecture (MAC) bus, an enhanced ISA bus, a Video Electronics Standards Association (VESA) local bus, and a Peripheral Component Interconnection (PCI) bus.

[0130] The computer device 12 typically includes a variety of computer system-readable media. These media can be any available media accessible by the computer device 12, including volatile and non-volatile media, removable and non-removable media.

[0131] The memory 28 may include computer system readable media in the form of volatile memory, such as random access memory (RAM) 30 and / or cache memory 32. The computing device 12 may further include other removable / non-removable, volatile / non-volatile computer system storage media. By way of example only, the storage system 34 may be used for reading and writing on non-removable, non-volatile magnetic media ( Figure 6 not shown, commonly referred to as a "hard disk drive").

[0132] Although Figure 6 not shown in the figure, a disk drive for reading and writing on a removable non-volatile disk (such as a "floppy disk") and an optical disk drive for reading and writing on a removable non-volatile optical disk (such as a compact disc read only memory (CD-ROM), a digital versatile disc read only memory (DVD-ROM) or other optical media) may be provided. In these cases, each drive may be connected to the bus 18 through one or more data media interfaces. The memory 28 may include at least one program product having a set (e.g., at least one) of program modules that are configured to perform the functions of the embodiments of the present disclosure.

[0133] A program / utility 40 having a set (at least one) of program modules 42 may be stored, for example, in the memory 28. Such program modules 42 include, but are not limited to, an operating system, one or more application programs, other program modules, and program data. An implementation of a network environment may be included in each or some combination of these examples. The program modules 42 generally perform the functions and / or methods in the embodiments described in the present disclosure.

[0134] The computer device 12 can also communicate with one or more external devices 14 (such as keyboards, pointing devices, displays 24, etc.), and can also communicate with one or more devices that enable a human body to interact with the computer device 12, and / or communicate with any device that enables the computer device 12 to communicate with one or more other computing devices (such as network cards, modems, etc.). Such communication can be carried out through the input / output (I / O) interface 22. Moreover, the computer device 12 can also communicate with one or more networks (such as a Local Area Network (LAN), a Wide Area Network (WAN), and / or a public network, such as the Internet) through the network adapter 20. As shown in the figure, the network adapter 20 communicates with other modules of the computer device 12 through the bus 18. It should be understood that although not shown in the figure, other hardware and / or software modules can be used in combination with the computer device 12, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, etc.

[0135] The processing unit 16 executes various functional applications and data processing by running programs stored in the system memory 28, such as implementing the system internal user satisfaction closed-loop management optimization method mentioned in the foregoing embodiments.

[0136] To implement the above embodiments, the present disclosure also proposes a non-temporary computer-readable storage medium, on which a computer program is stored, and when the program is executed by a processor, it implements the system internal user satisfaction closed-loop management optimization method proposed in the foregoing embodiments of the present disclosure.

[0137] To implement the above embodiments, the present disclosure also proposes a computer program product, and when the instructions in the computer program product are executed by a processor, it executes the system internal user satisfaction closed-loop management optimization method proposed in the foregoing embodiments of the present disclosure.

[0138] Those skilled in the art will readily think of other embodiments of the present disclosure after considering the specification and practicing the invention disclosed herein. The present disclosure aims to cover any variations, uses, or adaptations of the present disclosure, which follow the general principles of the present disclosure and include the common general knowledge or conventional technical means in the technical field not disclosed in the present disclosure. The specification and embodiments are only regarded as exemplary, and the true scope and spirit of the present disclosure are pointed out by the following claims.

[0139] It should be understood that the present disclosure is not limited to the exact structures described above and shown in the drawings, and various modifications and changes can be made without departing from its scope. The scope of the present disclosure is only limited by the appended claims.

[0140] It should be noted that in the description of the present disclosure, the terms "first", "second", etc. are only used for descriptive purposes and cannot be construed as indicating or implying relative importance. In addition, in the description of the present disclosure, unless otherwise specified, the meaning of "a plurality of" is two or more than two.

[0141] Any process or method description shown in the flowchart or described in other ways herein can be understood to represent a module, segment, or part of code including one or more executable instructions for implementing a specific logical function or process. The scope of the preferred embodiments of the present disclosure includes additional implementations, where the functions can be executed in a substantially simultaneous manner or in the reverse order according to the functions involved, rather than in the order shown or discussed, which should be understood by those skilled in the technical field to which the embodiments of the present disclosure belong.

[0142] It should be understood that each part of the present disclosure can be implemented by hardware, software, firmware, or a combination thereof. In the above embodiments, multiple steps or methods can be implemented by software or firmware stored in a memory and executed by a suitable instruction execution system. For example, if implemented by hardware, as in another embodiment, any one or a combination of the following well-known technologies in the art can be used: discrete logic circuits having logic gate circuits for implementing logical functions on data signals, application-specific integrated circuits having appropriate combinational logic gate circuits, programmable gate arrays (PGAs), field-programmable gate arrays (FPGAs), etc.

[0143] Those of ordinary skill in the art of the present technology can understand that all or part of the steps carried by the method of implementing the above embodiments can be completed by instructing relevant hardware through a program, and the program can be stored in a computer-readable storage medium. When the program is executed, it includes one or a combination of the steps of the method embodiments.

[0144] In addition, each functional unit in various embodiments of the present disclosure can be integrated into a processing module, or each unit can exist physically alone, or two or more units can be integrated into one module. The above integrated module can be implemented in the form of hardware or in the form of a software functional module. When the integrated module is implemented in the form of a software functional module and sold or used as an independent product, it can also be stored in a computer-readable storage medium.

[0145] The above-mentioned storage medium can be a read-only memory, a magnetic disk, an optical disk, etc.

[0146] In the description of this specification, the descriptions referring to terms such as "one embodiment", "some embodiments", "examples", "specific examples", or "some examples" etc. mean that the specific features, structures, materials, or characteristics described in connection with the embodiment or example are included in at least one embodiment or example of the present disclosure. In this specification, the schematic descriptions of the above terms do not necessarily refer to the same embodiment or example. Moreover, the specific features, structures, materials, or characteristics described can be combined in a suitable manner in any one or more embodiments or examples.

[0147] Although the embodiments of the present disclosure have been shown and described above, it can be understood that the above embodiments are exemplary and should not be construed as limiting the present disclosure. Those of ordinary skill in the art can make changes, modifications, substitutions, and variations to the above embodiments within the scope of the present disclosure.

Claims

1. An optimization method for closed-loop management of internal user satisfaction in a system, characterized in that, including: Constructing multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group; Obtaining an initial problem list, where the initial problem list includes multiple reference problems; Obtaining the screening results of the multiple reference problems by the first role group based on preset screening rules, and updating the problem list ledger based on the screening results, where the screening results include one or more target problems; Obtaining the first verification result of the target problems by the second role group; Obtaining the problems to be processed determined by the third role group based on the first verification result, and the problem solution corresponding to each problem to be processed; Updating the problem list ledger by the first role group based on the problems to be processed and the problem solutions.

2. The method according to claim 1, characterized in that, The constructing multiple role groups includes: Determining the organizational structure characteristics of system users; Constructing the multiple role groups according to the organizational structure characteristics.

3. The method according to claim 1, characterized in that, The multiple reference problems include: Individual problems, where the individual problems are provided by system users; Common problems, where the common problems are provided by the second role group and / or the third role group.

4. The method according to claim 1, characterized in that The preset screening rules include at least one of the following: Screening frequency; System importance level; Problem feedback frequency; Problem influence scope; Problem urgency level; Whether the problem involves business rules; Whether the problem involves information security.

5. The method according to claim 1, characterized in that, The updating the problem list ledger based on the screening results includes: Determining the relevant information corresponding to each target problem, where the relevant information includes: problem description, problem source, involved system, attribution system, problem tags, and problem keywords; Updating the problem list ledger based on the relevant information corresponding to the target problems.

6. The method according to claim 1, wherein The method further includes: When the processing progress of the problem to be processed is updated, determining the problem solving progress by the third role group; After the problem solving progress is reviewed by the first role group, updating the problem list ledger based on the problem solving progress.

7. The method according to claim 6, wherein The method further includes: When the problem solving progress indicates that the problem to be processed has been processed, initiating a verification process by the first role group; Based on the verification process, instructing the second role group to obtain user feedback information, where the user feedback information is used to indicate the solution effect of the problem to be processed; Updating the problem list ledger based on the user feedback information.

8. The method according to claim 1, wherein The updating the problem list ledger by the first role group based on the problems to be processed and the problem solutions includes: Obtaining the second verification result of the problem solutions by the second role group; Updating the problems to be processed and the problem solutions to the problem list ledger by the first role group based on the second verification result.

9. The method according to claim 1, characterized in that, The method further includes: Determining the first attribute dimension of the role group and the second attribute dimension of the problem list ledger, where the second attribute dimension includes: process observation dimension and result tracking dimension; Determine management process observation indicators according to the first attribute dimension and the second attribute dimension; Obtain management process data based on the management process observation indicators.

10. An optimization device for closed-loop management of internal user satisfaction of a system, characterized in that, Including: A construction module for constructing multiple role groups, where the role groups are used for satisfaction process management, and the multiple role groups at least include: a first role group, a second role group, and a third role group; A first acquisition module for acquiring an initial problem list, where the initial problem list includes multiple reference problems; A second acquisition module for acquiring the screening results of the multiple reference problems by the first role group based on a preset screening rule, and updating the problem list ledger based on the screening results, where the screening results include one or more target problems; A third acquisition module for acquiring the first verification results of the target problems by the second role group; A fourth acquisition module for acquiring the problems to be processed determined by the third role group based on the first verification results, and the problem solutions corresponding to each of the problems to be processed; An update module for the first role group to update the problem list ledger based on the problems to be processed and the problem solutions.

11. A computer device, characterized in that, Including: At least one processor; And A memory communicatively connected to the at least one processor; wherein, The memory stores instructions executable by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the method according to any one of claims 1-9.

12. A non-transitory computer-readable storage medium storing computer instructions, characterized in that, Wherein, The computer instructions are used to cause the computer to execute the method according to any one of claims 1-9.

13. A computer program product, characterized in that, Including a computer program which, when executed by a processor, implements the steps of the method according to any one of claims 1-9.

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