Dynamic construction method for capability atlas of operation and maintenance personnel

Abstract

The invention discloses a dynamic construction method for an operation and maintenance personnel capability graph, and belongs to the technical field of data processing. All related data related to operation and maintenance personnel are collected, evaluation indexes are extracted from the related data, and an operation and maintenance personnel capability evaluation index system is constructed; the ability types and the ability grades of the operation and maintenance personnel are evaluated based on the evaluation system, work orders are classified according to contents based on an evaluation result and are associated with the operation and maintenance personnel to construct a relation network, and an ability map of each operation and maintenance personnel is constructed based on the matching degree of each work order and the operation and maintenance personnel in the relation network; the ability of the operation and maintenance personnel is comprehensively evaluated through multiple indexes, matched tasks and work orders can be accurately distributed based on the ability map of the operation and maintenance personnel, the order distribution decision accuracy is improved, and the work order and task processing efficiency and quality of the operation and maintenance personnel are improved.

Description

Technical Field

[0001] The present invention relates to the field of data processing technology, and in particular to a method for dynamically constructing a capability map of operation and maintenance personnel. Background Art

[0002] The existing technical solution for building user capability maps adopts a static scoring mechanism to quantify static information such as the user's educational background, work experience, and technical certification based on preset standards. This method combines a small number of specified test scores to build a basic capability portrait and provide a basic capability assessment framework. Although this solution provides a preliminary assessment framework, it lacks dynamic and multi-dimensional considerations, fails to fully reflect the changes in the capabilities and comprehensive skill levels of operation and maintenance personnel, and has a single assessment standard. The existing system mainly relies on a few indicators for capability assessment, lacks a comprehensive reflection of the comprehensive capabilities of operation and maintenance personnel, resulting in unreasonable resource allocation and affecting overall operation and maintenance efficiency. Secondly, data updates lag behind, and traditional systems lack dynamic assessment and timely update mechanisms, which cannot timely reflect changes in the capabilities of operation and maintenance personnel, reducing fault response speed and customer satisfaction. In addition, due to information asymmetry, managers do not have sufficient understanding of the capability information of operation and maintenance personnel, making it difficult to accurately match personnel and tasks, resulting in frequent incorrect dispatch decisions, which seriously affects the efficiency and quality of work order processing.

[0003] Chinese patent, publication number: CN113205408A, publication date: August 3, 2021, discloses a method for generating a customer manager capability map, by obtaining the basic data of each customer manager during a preset assessment period, wherein the basic data includes: data on the number of accounts managed, data on account deposits, and historical behavior data on interactions with customers; according to the basic data, the index values ​​of multiple evaluation indicators corresponding to each customer manager are calculated respectively, wherein the evaluation indicators include: account management ability index, customer activation ability index, revenue generation ability index, money-making ability index, and execution ability index; according to the index values ​​of the evaluation indicators corresponding to each customer manager, the indicator map score of each customer manager on each of the evaluation indicators is determined respectively; according to the indicator map score, a capability map of each customer manager during the assessment period is generated respectively, which lacks the ability to update the capability map in real time. Summary of the invention

[0004] The present invention aims at the problem that the existing operation and maintenance personnel capability evaluation standard is single and it is difficult to fully reflect the comprehensive capabilities of the operation and maintenance personnel, resulting in inaccurate capability evaluation of the operation and maintenance personnel and difficulty in accurately matching personnel with tasks. The present invention provides a method for dynamically constructing an operation and maintenance personnel capability map, by collecting all relevant data related to the operation and maintenance personnel, extracting evaluation indicators from the relevant data and constructing an operation and maintenance personnel capability evaluation indicator system, evaluating the capability type and capability level of the operation and maintenance personnel based on the evaluation system, classifying the work orders according to the content based on the evaluation results and contacting the operation and maintenance personnel to construct a relationship network, and constructing a capability map of each operation and maintenance personnel based on the matching degree between each work order and the operation and maintenance personnel in the relationship network, not only a more comprehensive evaluation of the capability of the operation and maintenance personnel is obtained through various indicators, but also matching tasks and work orders can be accurately dispatched based on the capability map of the operation and maintenance personnel, thereby improving the accuracy of dispatching decisions and thus improving the efficiency and quality of the operation and maintenance personnel in handling work orders and tasks.

[0005] In a first aspect, a technical solution provided in an embodiment of the present invention is: a method for dynamically constructing an operation and maintenance personnel capability map, comprising the following steps: S1. Collect relevant data of operation and maintenance personnel, and pre-process the relevant data to obtain target data; S2. Construct an evaluation index system for the ability of operation and maintenance personnel based on the data types in the target data, and determine the corresponding ability types of operation and maintenance personnel; S3. Obtain the capability level of the operation and maintenance personnel based on their capability type and the number and weight of key indicators that meet the capability indicator requirements in the operation and maintenance personnel capability evaluation indicators; S4. Classify the work orders based on the capability types of the operation and maintenance personnel to obtain the work order types, and construct a relationship network between the operation and maintenance personnel's capabilities and the work order types based on the work order types and the capability levels of the operation and maintenance personnel; S5. Build a capability map for each operation and maintenance personnel based on the matching degree between each operation and maintenance personnel and different types of work orders in the relationship network, and update the capability map in real time.

[0006] In this solution, in order to construct a capability map of operation and maintenance personnel, relevant data of operation and maintenance personnel are collected from multiple sources, so that operation and maintenance personnel can be considered in multiple dimensions, which can comprehensively reflect the capability changes and comprehensive technical level of operation and maintenance personnel; by analyzing the collected data, an operation and maintenance personnel capability evaluation index system is constructed from the data dimension, and the corresponding capability type of operation and maintenance personnel is determined according to the emphasis of the operation and maintenance personnel on each indicator in the evaluation system, such as system operation and maintenance, network operation and maintenance, application operation and maintenance, data operation and maintenance, and cloud operation and maintenance, etc., so as to facilitate the dispatch of corresponding tasks and work orders according to the personal expertise of the operation and maintenance personnel, and improve the processing efficiency and quality; because the individual capability levels of each operation and maintenance personnel are uneven, it is necessary to grade the capabilities of the operation and maintenance personnel, and the main influencing factors are operation and maintenance, etc. The work order processing capabilities of maintenance personnel, such as work order processing efficiency, processing success rate, response time and resolution time, can be preliminarily judged through the operation and maintenance type and capability level of the operation and maintenance personnel; classifying work orders according to the capability type of the operation and maintenance personnel to obtain the work order type and associating the two to build a relationship network can facilitate the rapid search for operation and maintenance personnel suitable for handling the work order according to the work order type, thereby achieving efficient matching of personnel capabilities and work orders and reducing response time; and constructing a capability map through the matching degree of operation and maintenance personnel with different types of work orders in the relationship network not only facilitates management personnel to improve management decisions based on accurate capability assessment data, but also can accurately match personnel and tasks, improve the accuracy of dispatching decisions, and improve operation and maintenance efficiency and service quality.

[0007] Preferably, the relevant data includes at least work order processing records, customer feedback, team evaluation, training records and skill certification.

[0008] In this plan, in order to ensure that the factors considered in the assessment of the capabilities of operation and maintenance personnel are comprehensive enough, when collecting relevant data, at least work order processing records, customer feedback, team evaluation, training records and skill certification should be included. The relevant data on the operation and maintenance personnel's work order processing capabilities, business capabilities and personal capabilities should be analyzed respectively. When analyzing the data, in order to reduce the difficulty of data analysis, data cleaning, filling of missing values ​​and standardization are performed on the relevant data to ensure data quality and consistency and improve the reliability of the analysis results.

[0009] Preferably, in S2, constructing an operation and maintenance personnel capability evaluation index system based on the data type in the target data and determining the corresponding capability type of the operation and maintenance personnel includes the following steps: Obtain work order processing capability indicators based on work order processing records in the target data, obtain business capability indicators based on training records and skill certifications in the target data, and obtain personal capability indicators based on customer feedback and team evaluations in the target data; Construct an operation and maintenance personnel capability evaluation index system based on work order processing capability indicators, business capability indicators and personal capability indicators; determine the corresponding capability type of the operation and maintenance personnel based on the skill certification in the personal capability indicators.

[0010] In this solution, in order to build an evaluation index system for the ability of operation and maintenance personnel, various types of data in the target data are analyzed. The business ability indicators obtained based on the training records and skill certifications in the target data can monitor the progress and results of the work order processing of the operation and maintenance personnel in real time, collect user feedback, and dynamically adjust the processing strategies and methods of the operation and maintenance personnel according to the new work order data and user feedback; the business ability indicators obtained based on the training records and skill certifications in the target data can comprehensively understand the business processing capabilities of the operation and maintenance personnel through the evaluation of different business capabilities; the personal ability indicators obtained based on the customer feedback and team evaluation in the target data can comprehensively evaluate the comprehensive quality of the user, and can also help formulate the career development plan of the operation and maintenance personnel, improve personal quality, optimize the team composition, improve the overall team collaboration efficiency, and classify the operation and maintenance personnel according to the different areas of expertise of each operation and maintenance personnel, so as to facilitate the subsequent accurate matching of personnel and tasks.

[0011] As a preferred embodiment, in S3, obtaining the capability level of the operation and maintenance personnel based on the capability type of the operation and maintenance personnel and the number and weight of key indicators of the operation and maintenance personnel that meet the capability indicator requirements in the operation and maintenance personnel capability evaluation indicators includes the following steps: Grouping operation and maintenance personnel into skill groups based on their ability types; Evaluate the key indicators of each capability indicator of the operation and maintenance personnel based on the operation and maintenance personnel capability evaluation indicators to obtain the number and weight of key indicators that meet the capability indicator requirements; Based on the number and weight of key indicators required for capability evaluation indicators, the capability score of each capability indicator is obtained, and based on the capability score of each capability indicator, the capability level of the operation and maintenance personnel is obtained, and the capability level is associated with the capability type.

[0012] In this scheme, in order to obtain the ability level of the operation and maintenance personnel, the key indicators of each indicator in the three major indicators of the operation and maintenance personnel ability evaluation are used for evaluation. For example, the key indicators that affect the work order processing ability are the comprehensive influence of work order processing efficiency, processing success rate, response time, resolution time and user feedback. Among them, if the weight of a certain operation and maintenance personnel's work order processing efficiency and resolution time is large, it means that the operation and maintenance personnel processes work orders faster. Therefore, the operation and maintenance personnel can be given priority to dispatch a large number of work orders with lower difficulty to match his ability to process quickly. If the weight of the key indicator is greater than the weight threshold, that is, the number of key indicators met is large, it means that the score of the operation and maintenance personnel's work order processing ability is high, indicating that his work order processing ability is strong. The ability level of the operation and maintenance personnel is obtained by comprehensively considering the ability scores of various ability evaluation indicators, thereby more comprehensively reflecting the personal ability and areas of expertise of the operation and maintenance personnel, and facilitating the targeted dispatch of tasks and work orders based on the personal ability of the operation and maintenance personnel, thereby improving the efficiency and quality of work order processing.

[0013] As a preferred method, the key indicators of each capability indicator in the capability evaluation indicator of the operation and maintenance personnel are evaluated to obtain the number and weight of key indicators that meet the capability indicator requirements, including the following steps: Describe the key indicators to obtain the indicator factors, standardize each indicator factor, and obtain the indicator value of each indicator factor; Based on the index value of each index factor and the overall index value of the overall index factor, determine the weight of each index factor to obtain the weight of the corresponding key index; The key indicators corresponding to the indicator factors exceeding the weight threshold are screened to obtain the number of key indicators.

[0014] In this solution, the more key indicators are satisfied, the higher the capability indicator score corresponding to the key indicator is. Therefore, in order to obtain the number and weight of key indicators, the method of extracting characteristic factors is adopted. The characteristic factor is the indicator factor. The weight of the key indicator is obtained according to the proportion of the characteristic factor in the overall factor. It can accurately represent the importance of the feature in the key indicator data set. By calculating the characteristic factor, the specific contribution of each feature to the ability indicator score can be obtained, which can improve the generalization ability of the calculation model, facilitate understanding and explanation, and have flexibility and scalability.

[0015] As a preferred method, obtaining the capability score of each capability indicator based on the number and weight of key indicators required for capability evaluation indicators, and obtaining the capability level of the operation and maintenance personnel based on the capability score of each capability indicator includes the following steps: Obtain the capability scores of each capability indicator based on the number and weight of key indicators required for capability evaluation indicators; The ability scores of each ability indicator are averaged and the ability level of the operation and maintenance personnel is obtained based on the preset score range.

[0016] In this scheme, in order to obtain the ability level of the operation and maintenance personnel based on the ability score, each ability indicator is scored, and the comprehensive ability score of the operation and maintenance personnel is obtained by summing and averaging the scores. According to the preset ability score rating range, if the ability score is greater than or equal to 0 and less than 1 point, the ability level is 1, and if the ability score is greater than or equal to 1 and less than 2 points, the ability level is 2, and so on. The higher the ability score, the higher the ability level, that is, the stronger the personal ability of the operation and maintenance personnel. The abstract concept of the personal ability of the operation and maintenance personnel is concretized in a digital way, which is convenient for managers to clearly and intuitively understand the ability of each operation and maintenance personnel when dispatching work orders, and to improve the accuracy and pertinence of dispatching decisions, thereby improving the processing efficiency and quality of work orders and personnel.

[0017] Preferably, in S4, the work orders are classified based on the capability types of the operation and maintenance personnel to obtain the work order types, and a relationship network between the capability of the operation and maintenance personnel and the work order types is constructed based on the work order types and the capability levels of the operation and maintenance personnel, including the following steps: analyzing the content of the work order based on natural language processing technology, using the capability types of the operation and maintenance personnel as screening conditions, and matching the work order content related to the capability types of the operation and maintenance personnel; Match the work orders corresponding to the work order contents that match the capability type of the operation and maintenance personnel to obtain the work order type; Associate the capability types of operation and maintenance personnel with the work order types to build a relationship network between the capabilities of operation and maintenance personnel and the work order types.

[0018] In this solution, in order to process a large number of work orders, the content of the work order is analyzed, the ability type of the operation and maintenance personnel is used as the screening condition, the work order content related to the ability type of the operation and maintenance personnel is matched, and the work orders corresponding to the work order content suitable for operation and maintenance personnel and matching the ability type of the operation and maintenance personnel are classified. This can reduce the amount of calculation for work order screening, thereby improving the speed and efficiency of dispatching work orders; the ability type of the operation and maintenance personnel is associated with the work order type to construct a relationship network between the ability of the operation and maintenance personnel and the work order type. The type of work order can be automatically judged, and the work order is automatically contacted with the operation and maintenance personnel who are suitable for handling the work order according to the judgment result, thereby forming a relationship network, which can achieve efficient matching of the ability of the operation and maintenance personnel and the work order, reduce the response time, and improve the accuracy and success rate of fault handling.

[0019] Preferably, in S5, a capability map of each operation and maintenance personnel is constructed based on the matching degree of each operation and maintenance personnel with different types of work orders in the relationship network, and the capability map is updated in real time, including the following steps: The ability level and ability type of each operation and maintenance personnel and the work order type of each work order are obtained, and the ability map of each operation and maintenance personnel is obtained by associating the work order type of each work order with the ability level and ability type of each operation and maintenance personnel in descending order based on the degree of match, and the ability map is updated in real time.

[0020] In this solution, in order to facilitate managers to improve management decisions based on accurate capability assessment data, the work order type of each work order in the relationship network of the operation and maintenance personnel is matched, and the work order and the operation and maintenance personnel are associated in turn according to the degree of matching to obtain the capability map of each operation and maintenance personnel. The capability map of the operation and maintenance personnel not only contains the corresponding work orders and work order types, but also includes all relevant data on the capabilities of the operation and maintenance personnel. These relevant data can be directly obtained through the capability map based on personalized information such as the operation and maintenance personnel's personal ID or name, which facilitates real-time monitoring and regular updating of the operation and maintenance personnel's skill map, ensuring the timeliness and accuracy of the evaluation.

[0021] Preferably, the higher the degree of match between the work order type of the work order and the capability level and capability type of the operation and maintenance personnel, the closer the work order is to the operation and maintenance personnel in the capability map.

[0022] In this solution, the work order type of the work order is calculated with the capability level and capability type of the operation and maintenance personnel by using correlation matching to obtain the matching degree. The higher the matching degree of the work order type, the closer the distance between it and the corresponding operation and maintenance personnel in the capability map, and the smaller the matching degree, the farther the distance to the corresponding operation and maintenance personnel. When dispatching tasks and work orders, managers can dispatch them in order from near to far according to the distance to the work order, which is convenient for managers to accurately match personnel and tasks, improve dispatching decisions, and improve the efficiency and quality of work order processing, thereby achieving efficient matching of operation and maintenance personnel capabilities and work orders, reducing response time, and improving the accuracy and success rate of fault handling.

[0023] Preferably, the operation and maintenance personnel capability map collects operation and maintenance personnel related data in real time and updates the capability map in real time based on the relevant data.

[0024] In this solution, in order to ensure the timeliness and accuracy of the evaluation, the capability map of the operation and maintenance personnel is monitored in real time and updated regularly. Through timed triggering or data-driven, the work order processing results and external feedback in actual applications are collected, the algorithm parameters and the skill weights of the operation and maintenance personnel are automatically adjusted, and the model parameters and capability map structure are continuously optimized. The new and old data can be processed through smoothing factors to ensure the stability and accuracy of the map.

[0025] The beneficial effects of the present invention are as follows: (1) The present invention provides a more comprehensive evaluation of the capabilities of operation and maintenance personnel through multiple indicators, and can accurately dispatch matching tasks and work orders based on the capability map of the operation and maintenance personnel, thereby improving the accuracy of dispatching decisions and thus improving the efficiency and quality of the operation and maintenance personnel in handling work orders and tasks; (2) The present invention ensures the timeliness and accuracy of the evaluation by real-time monitoring and regular updating of the capability map of the operation and maintenance personnel; (3) The present invention constructs a capability map of operation and maintenance personnel, which helps managers to have a clearer understanding of the capabilities of each operation and maintenance personnel, and helps managers to improve management decisions and dispatch decisions based on accurate capability assessment data.

[0026] The above invention content is only an overview of the technical solution of the present invention. In order to more clearly understand the technical means of the present invention, it can be implemented according to the contents of the specification. In order to make the above and other purposes, features and advantages of the present invention more obvious and easy to understand, the specific implementation methods of the present invention are listed below. BRIEF DESCRIPTION OF THE DRAWINGS

[0027] Other features, objects and advantages of the present invention will become more apparent by reading the detailed description of non-limiting embodiments made with reference to the following drawings. The drawings are only for the purpose of illustrating preferred embodiments and are not to be considered as limiting the present invention. Also, the same reference symbols are used throughout the drawings to represent the same parts.

[0028] Figure 1 This is a flow chart of a method for dynamically constructing a capability map of operation and maintenance personnel according to the present invention. DETAILED DESCRIPTION

[0029] In order to make the objectives, technical solutions and advantages of the present invention more clearly understood, the present invention is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific implementation method described herein is only an optimal embodiment of the present invention, which is only used to explain the present invention and does not limit the scope of protection of the present invention. All other embodiments obtained by ordinary technicians in this field without making creative work are within the scope of protection of the present invention.

[0030] Before discussing the exemplary embodiments in more detail, it should be mentioned that some exemplary embodiments are described as processes or methods depicted as flow charts. Although the flow charts describe the operations (or steps) as sequential processes, many of the operations (or steps) therein can be implemented in parallel, concurrently, or simultaneously. In addition, the order of the operations can be rearranged. The process can be terminated when its operation is completed, but can also have additional steps not included in the drawings; the process can correspond to a method, function, procedure, subroutine, subprogram, etc.

[0031] Example: Figure 1 As shown, in order to solve the problem that the existing operation and maintenance personnel capability assessment standard is single and it is difficult to fully reflect the comprehensive capabilities of the operation and maintenance personnel, resulting in inaccurate capability assessment of the operation and maintenance personnel and difficulty in accurately matching personnel and tasks, this embodiment provides a method for dynamically constructing an operation and maintenance personnel capability map, including the following steps: S1: Collect relevant data of operation and maintenance personnel, and pre-process the relevant data to obtain target data.

[0032] In this embodiment, the relevant data includes at least work order processing records, customer feedback, team evaluation, training records and skill certification.

[0033] In order to ensure that the factors considered in the assessment of the capabilities of the operation and maintenance personnel are comprehensive enough, this embodiment shall at least include work order processing records, customer feedback, team evaluation, training records and skill certification when collecting relevant data, and analyze the relevant data on the operation and maintenance personnel's work order processing capabilities, business capabilities and personal capabilities respectively. When analyzing the data, in order to reduce the difficulty of data analysis, data cleaning, filling of missing values ​​and standardization are performed on the relevant data to ensure data quality and consistency and improve the reliability of the analysis results.

[0034] S2: Construct an evaluation index system for the ability of operation and maintenance personnel based on the data types in the target data, and determine the corresponding ability types of operation and maintenance personnel.

[0035] In this embodiment, constructing an operation and maintenance personnel capability evaluation index system based on the data type in the target data and determining the corresponding capability type of the operation and maintenance personnel includes the following steps: Obtain work order processing capability indicators based on work order processing records in the target data, obtain business capability indicators based on training records and skill certifications in the target data, and obtain personal capability indicators based on customer feedback and team evaluations in the target data; Construct an operation and maintenance personnel capability evaluation index system based on work order processing capability indicators, business capability indicators and personal capability indicators; determine the corresponding capability type of the operation and maintenance personnel based on the skill certification in the personal capability indicators.

[0036] In order to construct an evaluation index system for the ability of operation and maintenance personnel, this embodiment analyzes various types of data in the target data. The business ability indicators obtained based on the training records and skill certifications in the target data can monitor the progress and results of the work order processing of the operation and maintenance personnel in real time, collect user feedback, and dynamically adjust the processing strategies and methods of the operation and maintenance personnel according to new work order data and user feedback; the business ability indicators obtained based on the training records and skill certifications in the target data can comprehensively understand the business processing capabilities of the operation and maintenance personnel through the evaluation of different business capabilities; the personal ability indicators obtained based on the customer feedback and team evaluation in the target data can comprehensively evaluate the comprehensive quality of the user, and can also help formulate the career development plan of the operation and maintenance personnel, improve personal quality, optimize the team composition, and improve the overall team collaboration efficiency. The operation and maintenance personnel are classified according to the different areas of expertise of each operation and maintenance personnel, so as to facilitate the subsequent accurate matching of personnel and tasks.

[0037] S3: Obtain the capability level of the operation and maintenance personnel based on their capability type and the number and weight of key indicators that meet the capability indicator requirements in the operation and maintenance personnel capability evaluation indicators.

[0038] In this embodiment, the ability level of the operation and maintenance personnel is obtained based on the ability type of the operation and maintenance personnel and the number and weight of key indicators of the operation and maintenance personnel that meet the ability indicator requirements in the operation and maintenance personnel ability evaluation indicators, including the following steps: Grouping operation and maintenance personnel into skill groups based on their ability types; Evaluate the key indicators of each capability indicator of the operation and maintenance personnel based on the operation and maintenance personnel capability evaluation indicators to obtain the number and weight of key indicators that meet the capability indicator requirements; Based on the number and weight of key indicators required for capability evaluation indicators, the capability score of each capability indicator is obtained, and based on the capability score of each capability indicator, the capability level of the operation and maintenance personnel is obtained, and the capability level is associated with the capability type.

[0039] In order to obtain the ability level of the operation and maintenance personnel, this embodiment evaluates the key indicators of each indicator in the three major indicators of the operation and maintenance personnel ability evaluation, among which the key indicators that affect the work order processing ability are the comprehensive impact of work order processing efficiency, processing success rate, response time, resolution time and user feedback, among which the work order processing efficiency is a measure of the number of work orders processed by employees per unit time; the processing success rate is the proportion of successfully resolved work orders to the total work orders; the response time is the time from receiving the work order to starting processing; the resolution time is the time from starting processing to completing the resolution; user feedback is based on user ratings and comments after the work order is processed; if the weight of the work order processing efficiency and resolution time of a certain operation and maintenance personnel is large, it means that the operation and maintenance personnel processes the work order faster, so the operation and maintenance personnel can be given priority to dispatch a large number of work orders with lower difficulty, so as to match his ability to process quickly, and if the weight of the key indicator is greater than the weight threshold, that is, a large number of key indicators are met, it means that the score of the operation and maintenance personnel's work order processing ability is high, indicating that his work order processing ability is strong.

[0040] The key indicators that affect business capabilities are: business processing capabilities, business knowledge mastery, business process understanding, training effectiveness, certifications and certificates. Business processing capabilities are to evaluate employees' performance in handling different types of work orders; business knowledge mastery is to evaluate employees' knowledge of different business areas; business process understanding is to measure employees' familiarity with the business field by analyzing the steps and decisions in the work order processing process; training effectiveness is to evaluate the improvement of employees' capabilities after training; certifications and certificates are to record the relevant certifications and certificates obtained by employees.

[0041] The key indicators that affect personal abilities are communication ability, teamwork ability, innovation ability, stress management, and learning ability; among them, communication ability is evaluated by analyzing communication records, including frequency, effect, and customer feedback; teamwork ability is to evaluate the performance and contribution of employees in team collaboration; innovation ability is to evaluate the innovation and practicality of employees in solutions and improvements; stress management is to measure the performance and coping ability of employees in high-pressure environments; learning ability is to evaluate the learning ability and progress of employees through training and learning records.

[0042] The ability level of the operation and maintenance personnel is obtained by comprehensively considering the ability scores of various ability evaluation indicators, thereby more comprehensively reflecting the personal ability and areas of expertise of the operation and maintenance personnel, making it convenient to assign tasks and work orders in a targeted manner based on the personal ability of the operation and maintenance personnel, thereby improving the efficiency and quality of work order processing.

[0043] In this embodiment, the key indicators of the operation and maintenance personnel based on the operation and maintenance personnel capability evaluation indicators are evaluated to obtain the number and weight of key indicators that meet the capability indicator requirements, including the following steps: Describe the key indicators to obtain the indicator factors, standardize each indicator factor, and obtain the indicator value of each indicator factor; Based on the index value of each index factor and the overall index value of the overall index factor, determine the weight of each index factor to obtain the weight of the corresponding key index; The key indicators corresponding to the indicator factors exceeding the weight threshold are screened to obtain the number of key indicators.

[0044] In this embodiment, the more key indicators are satisfied, the higher the capability indicator score corresponding to the key indicator is. Therefore, in order to obtain the number and weight of key indicators, the method of extracting characteristic factors is adopted. The characteristic factor is the indicator factor. The weight of the key indicator is obtained according to the proportion of the characteristic factor in the overall factor. It can accurately represent the importance of the feature in the key indicator data set. By calculating the characteristic factor, the specific contribution of each feature to the ability indicator score can be obtained, which can improve the generalization ability of the calculation model, facilitate understanding and explanation, and have flexibility and scalability.

[0045] In this embodiment, obtaining the capability score of each capability indicator based on the number and weight of key indicators required for capability evaluation indicators, and obtaining the capability level of the operation and maintenance personnel based on the capability score of each capability indicator includes the following steps: Obtain the capability scores of each capability indicator based on the number and weight of key indicators required for capability evaluation indicators; The ability scores of each ability indicator are averaged and the ability level of the operation and maintenance personnel is obtained based on the preset score range.

[0046] In order to obtain the ability level of the operation and maintenance personnel according to the ability score, this embodiment scores each ability indicator, and obtains the comprehensive ability score of the operation and maintenance personnel by summing and averaging the scores. According to the preset ability score rating range, if the ability score is greater than or equal to 0 and less than 1 point, the ability level is 1, and if the ability score is greater than or equal to 1 and less than 2 points, the ability level is 2, and so on. The higher the ability score, the higher the ability level, that is, the stronger the personal ability of the operation and maintenance personnel. The abstract concept of the personal ability of the operation and maintenance personnel is concretized in a digital way, which is convenient for related personnel to clearly and intuitively understand the ability strength of each operation and maintenance personnel when dispatching work orders, and to improve the accuracy and pertinence of dispatching decisions, thereby improving the processing efficiency and quality of work orders and personnel.

[0047] S4: Classify the work orders based on the capability types of the operation and maintenance personnel to obtain the work order types, and build a relationship network between the operation and maintenance personnel's capabilities and work order types based on the work order types and the operation and maintenance personnel's capability levels.

[0048] In this embodiment, work orders are classified based on the capability types of operation and maintenance personnel to obtain work order types, and a relationship network between the capability of operation and maintenance personnel and the type of work order is constructed based on the work order types and the capability levels of operation and maintenance personnel, including the following steps: Analyze the content of the work order based on natural language processing technology, use the ability type of the operation and maintenance personnel as the screening condition, and match the work order content related to the ability type of the operation and maintenance personnel; Match the work orders corresponding to the work order contents that match the capability type of the operation and maintenance personnel to obtain the work order type; Associate the capability types of operation and maintenance personnel with the work order types to build a relationship network between the capabilities of operation and maintenance personnel and the work order types.

[0049] In order to process a large number of work orders, this embodiment analyzes the content of the work order, takes the ability type of the operation and maintenance personnel as the screening condition, matches the work order content related to the ability type of the operation and maintenance personnel, and classifies the work orders corresponding to the work order content that is suitable for the operation and maintenance personnel to handle and matches the ability type of the operation and maintenance personnel, which can reduce the computational complexity of work order screening, thereby improving the speed and efficiency of dispatching work orders; the ability type of the operation and maintenance personnel is associated with the work order type to construct a relationship network between the ability of the operation and maintenance personnel and the work order type, which can automatically judge the type of the work order, and automatically contact the work order with the operation and maintenance personnel who are suitable for handling the work order according to the judgment result, thereby forming a relationship network, which can achieve efficient matching of the ability of the operation and maintenance personnel and the work order, reduce the response time, and improve the accuracy and success rate of fault handling.

[0050] S5: Build a capability map for each operation and maintenance personnel based on the matching degree between each operation and maintenance personnel and different types of work orders in the relationship network, and update the capability map in real time.

[0051] In this embodiment, a capability map of each operation and maintenance personnel is constructed based on the matching degree of each operation and maintenance personnel with different types of work orders in the relationship network, and the capability map is updated in real time, including the following steps: The ability level and ability type of each operation and maintenance personnel and the work order type of each work order are obtained, and the ability map of each operation and maintenance personnel is obtained by associating the work order type of each work order with the ability level and ability type of each operation and maintenance personnel in descending order based on the degree of match, and the ability map is updated in real time.

[0052] In order to facilitate management personnel to improve management decisions based on accurate capability assessment data, this embodiment matches the work order type of each work order in the relationship network of the operation and maintenance personnel, and sequentially associates the work order and the operation and maintenance personnel according to the degree of matching to obtain the capability map of each operation and maintenance personnel. The capability map of the operation and maintenance personnel includes not only the corresponding work orders and work order types, but also all relevant data of the operation and maintenance personnel's capabilities. These relevant data can be directly obtained through the capability map according to personalized information such as the operation and maintenance personnel's personal ID or name, which facilitates real-time monitoring and regular updating of the operation and maintenance personnel's skill map, ensuring the timeliness and accuracy of the evaluation.

[0053] In this embodiment, the higher the degree of match between the work order type of the work order and the capability level and capability type of the operation and maintenance personnel, the closer the work order is to the operation and maintenance personnel in the capability map.

[0054] In this embodiment, the work order type of the work order and the capability level and capability type of the operation and maintenance personnel are calculated by correlation matching to obtain the matching degree. The higher the matching degree of the work order type, the closer the distance between it and the corresponding matching operation and maintenance personnel in the capability map, and the smaller the matching degree, the farther the distance to the corresponding matching operation and maintenance personnel. When dispatching tasks and work orders, managers can dispatch them in order of distance from the work order from near to far, which is convenient for managers to accurately match personnel and tasks, improve dispatching decisions, and improve the efficiency and quality of work order processing, thereby achieving efficient matching of operation and maintenance personnel capabilities and work orders, reducing response time, and improving fault handling accuracy and success rate.

[0055] In this embodiment, the operation and maintenance personnel capability map collects operation and maintenance personnel related data in real time and updates the capability map in real time based on the related data.

[0056] In order to ensure the timeliness and accuracy of the evaluation, this embodiment monitors and regularly updates the capability map of the operation and maintenance personnel in real time, collects work order processing results and external feedback in actual applications through timed triggering or data-driven, automatically adjusts algorithm parameters and operation and maintenance personnel skill weights, continuously optimizes model parameters and capability map structure, and processes new and old data through smoothing factors to ensure the stability and accuracy of the map.

[0057] In order to construct the capability map of operation and maintenance personnel, this embodiment collects relevant data of operation and maintenance personnel from multiple sources, so as to consider the operation and maintenance personnel in multiple dimensions, and can comprehensively reflect the capability changes and comprehensive technical level of the operation and maintenance personnel; by analyzing the collected data, an operation and maintenance personnel capability evaluation index system is constructed from the dimension of data, and the corresponding capability type of the operation and maintenance personnel is determined according to the emphasis of the operation and maintenance personnel on each indicator in the evaluation system, such as system operation and maintenance, network operation and maintenance, application operation and maintenance, data operation and maintenance, and cloud operation and maintenance, etc., so as to facilitate the dispatch of corresponding tasks and work orders according to the personal expertise of the operation and maintenance personnel, and improve the processing efficiency and quality; since the individual capability levels of each operation and maintenance personnel are uneven, it is necessary to grade the capabilities of the operation and maintenance personnel, and the main influencing factors are operation and maintenance, etc. The work order processing capabilities of maintenance personnel, such as work order processing efficiency, processing success rate, response time and resolution time, can be preliminarily judged through the operation and maintenance type and capability level of the operation and maintenance personnel; classifying work orders according to the capability type of the operation and maintenance personnel to obtain the work order type and associating the two to build a relationship network can facilitate the rapid search for operation and maintenance personnel suitable for handling the work order according to the work order type, thereby achieving efficient matching of personnel capabilities and work orders and reducing response time; and constructing a capability map through the matching degree of operation and maintenance personnel with different types of work orders in the relationship network not only facilitates management personnel to improve management decisions based on accurate capability assessment data, but also can accurately match personnel and tasks, improve the accuracy of dispatching decisions, and improve operation and maintenance efficiency and service quality.

[0058] It can be seen from the above embodiments that at least the following substantial effects are achieved: (1) The present invention provides a more comprehensive evaluation of the capabilities of operation and maintenance personnel through multiple indicators, and can accurately dispatch matching tasks and work orders based on the capability map of the operation and maintenance personnel, thereby improving the accuracy of dispatching decisions and thus improving the efficiency and quality of the operation and maintenance personnel in handling work orders and tasks; (2) The present invention ensures the timeliness and accuracy of the evaluation by real-time monitoring and regular updating of the capability map of the operation and maintenance personnel; (3) The present invention constructs a capability map of operation and maintenance personnel, which helps managers to have a clearer understanding of the capabilities of each operation and maintenance personnel, and helps managers to improve management decisions and dispatch decisions based on accurate capability assessment data.

[0059] The specific implementation described above is a preferred implementation of a method for dynamically constructing an operation and maintenance personnel capability map of the present invention, and is not intended to limit the specific implementation scope of the present invention. The scope of the present invention includes but is not limited to this specific implementation. All equivalent changes made in accordance with the shape and structure of the present invention are within the protection scope of the present invention.

Claims

1. A method for dynamically constructing a capability map of operation and maintenance personnel, characterized by: The following steps are involved: S1. Collect relevant data of operation and maintenance personnel, and pre-process the relevant data to obtain target data; S2. Construct an evaluation index system for the ability of operation and maintenance personnel based on the data types in the target data, and determine the corresponding ability types of operation and maintenance personnel; S3. Obtain the capability level of the operation and maintenance personnel based on their capability type and the number and weight of key indicators that meet the capability indicator requirements in the operation and maintenance personnel capability evaluation indicators; S4. Classify the work orders based on the capability types of the operation and maintenance personnel to obtain the work order types, and construct a relationship network between the operation and maintenance personnel's capabilities and the work order types based on the work order types and the capability levels of the operation and maintenance personnel; S5. Build a capability map for each operation and maintenance personnel based on the matching degree between each operation and maintenance personnel and different types of work orders in the relationship network, and update the capability map in real time.

2. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 1, characterized in that: The operation and maintenance personnel-related data at least includes work order processing records, customer feedback, team evaluation, training records and skill certification.

3. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 1, characterized in that: In S2, an operation and maintenance personnel capability evaluation index system is constructed based on the data type in the target data, and the corresponding capability type of the operation and maintenance personnel is determined, including the following steps: Obtain work order processing capability indicators based on work order processing records in the target data, obtain business capability indicators based on training records and skill certifications in the target data, and obtain personal capability indicators based on customer feedback and team evaluations in the target data; Construct an evaluation index system for operation and maintenance personnel capabilities based on work order processing capability indicators, business capability indicators, and personal capability indicators; Determine the corresponding capability type of the operation and maintenance personnel based on the skill certification in the personal capability indicators.

4. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 1, characterized in that: In S3, the capability level of the operation and maintenance personnel is obtained based on the capability type of the operation and maintenance personnel and the number and weight of key indicators of the operation and maintenance personnel that meet the capability indicator requirements in the operation and maintenance personnel capability evaluation indicators, including the following steps: Grouping operation and maintenance personnel into skill groups based on their ability types; Evaluate the key indicators of each capability indicator of the operation and maintenance personnel based on the operation and maintenance personnel capability evaluation indicators to obtain the number and weight of key indicators that meet the capability indicator requirements; Based on the number and weight of key indicators required for capability evaluation indicators, the capability score of each capability indicator is obtained, and based on the capability score of each capability indicator, the capability level of the operation and maintenance personnel is obtained, and the capability level is associated with the capability type.

5. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 4, characterized in that: Evaluate the key indicators of each capability indicator of the operation and maintenance personnel based on the operation and maintenance personnel capability evaluation indicators to obtain the number and weight of key indicators that meet the capability indicator requirements, including the following steps: Describe the key indicators to obtain the indicator factors, standardize each indicator factor, and obtain the indicator value of each indicator factor; Based on the index value of each index factor and the overall index value of the overall index factor, determine the weight of each index factor to obtain the weight of the corresponding key index; The key indicators corresponding to the indicator factors exceeding the weight threshold are screened to obtain the number of key indicators.

6. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 4, characterized in that: Based on the number and weight of key indicators required for capability evaluation indicators, the capability scores of various capability indicators are obtained, and based on the capability scores of various capability indicators, the capability levels of operation and maintenance personnel are obtained, including the following steps: Based on the number and weight of key indicators required for capability evaluation indicators, weighted sum is performed to obtain the capability score of each capability indicator; The ability scores of each ability indicator are averaged and combined with the preset scoring range to obtain the ability level of the operation and maintenance personnel.

7. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 1, characterized in that: In S4, the work orders are classified based on the capability types of the operation and maintenance personnel to obtain the work order types, and a relationship network between the operation and maintenance personnel capabilities and the work order types is constructed based on the work order types and the capability levels of the operation and maintenance personnel, including the following steps: Analyze the content of the work order based on natural language processing technology, use the ability type of the operation and maintenance personnel as the screening condition, and match the work order content related to the ability type of the operation and maintenance personnel; Match the work orders corresponding to the work order contents that match the capability type of the operation and maintenance personnel to obtain the work order type; Associate the capability types of operation and maintenance personnel with the work order types to build a relationship network between the capabilities of operation and maintenance personnel and the work order types.

8. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 1, characterized in that: In S5, a capability map of each operation and maintenance personnel is constructed based on the matching degree of each operation and maintenance personnel with different types of work orders in the relationship network, and the capability map is updated in real time, including the following steps: The ability level and ability type of each operation and maintenance personnel and the work order type of each work order are obtained, and the ability map of each operation and maintenance personnel is obtained by associating the work order type of each work order with the ability level and ability type of each operation and maintenance personnel in descending order based on the degree of match, and the ability map is updated in real time.

9. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 8, characterized in that: The higher the degree of match between the work order type of the work order and the capability level and capability type of the operation and maintenance personnel, the closer the work order is to the operation and maintenance personnel in the capability map.

10. A method for dynamically constructing an operation and maintenance personnel capability map according to claim 1 or 8, characterized in that: The operation and maintenance personnel capability map collects operation and maintenance personnel related data in real time and updates the capability map in real time based on the relevant data.

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