Water work order distribution method, equipment, storage medium and system
By rationally allocating water work orders through the allocation priority function, the problem of inefficient allocation of multiple types of work orders is solved, and efficient water after-sales service is achieved.
Patent Information
- Application Number
- CN202410104580.2
- Authority / Receiving Office
- CN · China
- Patent Type
- Applications(China)
- Current Assignee / Owner
- Filing Date
- 2024-01-24
- Publication Date
- 2025-07-25
AI Technical Summary
The existing water work order distribution system is difficult to effectively handle multiple types of work orders, resulting in inefficiency and unable to meet the needs of a large number of different users.
The allocation priority function is used to calculate the allocation priority of the processor, consider the time and space considerations and the characteristics of the processor, and reasonably allocate different types of work orders.
It improves the efficiency of water service after-sales service, ensures timely response to various work orders, and improves user experience and service quality.
Smart Images
Figure CN120373686A_ABST
Abstract
Description
Technical Field
[0001] The present invention relates to the technical field of water service systems, and in particular, to a water service work order allocation method, a water service work order allocation device, a water service work order allocation storage medium, and a water service work order allocation system. Background Art
[0002] In the water service field, there are various after-sales services related to water use. For example, regular inspections of pipe networks are carried out to ensure high-quality water supply in the pipe networks; timely replacement of user water meters is carried out to ensure normal water use by users; regular maintenance of equipment is carried out to ensure the normal operation of the equipment, etc. These tasks need to be assigned work orders to be implemented normally. The traditional work order assignment in the water service field is completely carried out manually, with low efficiency. With the gradual development of digital technology, systems that support automatic work order assignment have emerged. However, such automatic assignment systems can often only assign a single type of work order. Once there are many types of work orders, it becomes very complicated to assign a large number of different types of work orders. For example, the locations where different types of work orders occur are different, and the processing capabilities of work order handlers for different types of work orders are also different. Therefore, how to reasonably consider the allocation of different types of water service work orders to the processing population is a technical problem that needs to be solved at present. Summary of the Invention
[0003] To solve the technical problem of how to reasonably consider the allocation of different types of water service work orders to the processing population, the embodiments of the present invention provide a water service work order allocation method, a water service work order allocation device, a water service work order allocation storage medium, and a water service work order allocation system.
[0004] The water service work order allocation method provided by the first embodiment of the present invention includes: in response to receiving a water service work order to be allocated, calculating the allocation priorities of different handlers according to the water service work order to be allocated; determining a target handler with the highest allocation priority among the multiple allocation priorities; allocating the water service work order to be allocated to the target handler; the allocation priority is calculated through an allocation priority function, and the independent variables of the allocation priority function include: spatio-temporal consideration and handler characteristic consideration; the allocation priority function is:
[0005] y = F(f d , f t , f c );
[0006] where y is the allocation priority, f d is a spatial consideration function, f t is a time consideration function, the spatial consideration function and the time consideration function constitute the spatio-temporal consideration, and f cIt is a consideration function for the characteristics of the processing personnel, and the consideration function for the characteristics of the processing personnel constitutes the consideration for the characteristics of the processing personnel.
[0007] In an embodiment of the present invention, the allocation priority function is:
[0008] F(f d ,f t ,f c ) = ∑ a D a +f t +∑ b C b ;
[0009] The space consideration function is ∑ a D a , where the D a is a space consideration variable, and the consideration function for the characteristics of the processing personnel is ∑ b C b , where the C b is a variable for the characteristics of the processing personnel.
[0010] In an embodiment of the present invention, the space consideration variable includes a work order distance consideration function between the processing personnel and the water work order to be assigned:
[0011]
[0012] The d1 is the specified distance amount between the coordinates of the specified processing personnel and the coordinates of the water work order to be assigned. The specified distance amount is obtained by inputting the coordinates of the specified processing personnel as the coordinates to be input into the distance function. The k1 is the work order distance scaling coefficient, and the work order distance scaling coefficient is used to adjust the influence of the specified distance amount on the work order distance consideration function;
[0013] And / or, the space reference variable includes a preference ground distance consideration function between the preferred landmark of the processing personnel and the water work order to be assigned:
[0014]
[0015] The d2 is the preference ground distance amount between the preferred landmark of the specified processing personnel and the water work order to be assigned. The preference ground distance amount is obtained by inputting the coordinates of the preferred landmark of the specified processing personnel as the coordinates to be input into the distance function. The k2 is the preference landmark distance scaling coefficient, and the preference work order distance scaling coefficient is used to adjust the influence of the preference ground distance amount on the preference ground distance consideration function.
[0016] In an embodiment of the present invention, the distance function is:
[0017]
[0018] The θ1 is the latitude of the coordinates of the water service work order to be assigned, and the is the longitude of the coordinates of the water service work order to be assigned, and the R is the radius of the Earth's equator; the θ2 is the latitude of the coordinates to be input, and the is the longitude of the coordinates to be input.
[0019] In an embodiment of the present invention, the time consideration function is:
[0020]
[0021] The t is a time characteristic variable, and the MT is a maximum working duration parameter.
[0022] In an embodiment of the present invention, the time characteristic variable is obtained through a workload function, and the workload function is:
[0023]
[0024] The m is a work order type parameter, and the n i is the number of work orders of a specified type for a specified processor, and the is the duration required for the specified processor to process one work order of the specified instruction type.
[0025] In an embodiment of the present invention, the processor characteristic variable includes a proficiency consideration variable C1:
[0026]
[0027] The n ef is the total number of work orders of a specified type that have been processed by a specified processor, and n e is the total historical quantity of work order assignments of a specified type;
[0028] And / or, the processor characteristic variable includes a satisfaction consideration variable C2:
[0029]
[0030] The is the average satisfaction of a specified processor for work orders of a specified type that have been processed, and the s g is the maximum value of satisfaction;
[0031] And / or, the processor characteristic variable includes a work order type preference variable C3 of the processor:
[0032] C3 = δ g ;
[0033] If the designated handler prefers work orders of a specified type, the value of the work order type preference variable is 1; otherwise, the value of the work order type preference variable is 0.
[0034] In one embodiment of the present invention, the assignment priority function is:
[0035] y = w1D1 + w2f t + w3C1 + w4C2 + w5D2 + w6C3;
[0036] Wherein, D1 is a work order distance consideration function between the coordinates of the handler and the coordinates of the water work order to be assigned, D2 is a preference location distance consideration function between the coordinates of the handler's preferred landmark and the coordinates of the water work order to be assigned, f t is a handler workload consideration function, C1 is a handler proficiency consideration function, C2 is a handler satisfaction consideration function, and C3 is a handler work order type preference function; w1, w2, w3, w4, w5, and w6 are respectively independent preset weights.
[0037] In one embodiment of the present invention, the water work order assignment method further includes: in response to receiving the work order completion situation of the target handler, updating the spatio-temporal consideration and the handler characteristic consideration according to the work order completion situation.
[0038] A second embodiment of the present invention provides a water work order assignment device, including a processor and a memory. The processor is electrically connected to the memory. The memory is used to store the corresponding program of the water work order assignment method as described in any one of the above embodiments, and the processor is used to execute the water work order assignment method according to the program.
[0039] In one embodiment of the present invention, there is also provided a computer-readable storage medium storing the corresponding program of the water work order assignment method as described in any one of the above embodiments.
[0040] A third embodiment of the present invention provides a water work order assignment system, including: a handler priority consideration module for obtaining and comparing the assignment priorities of different handlers according to the water work order assignment method as described in any one of the above embodiments to determine the target handler with the highest assignment priority; the handler priority consideration module includes a handler spatio-temporal consideration module and a handler characteristic consideration module; the handler spatio-temporal consideration module is used to obtain the spatio-temporal consideration values of different handlers; the handler characteristic consideration module is used to obtain the handler characteristic consideration values of different handlers; a work order assignment module for assigning the water work order to be assigned to the target handler with the highest assignment priority.
[0041] The above technical solutions provided by the embodiments of the present invention have at least the following beneficial effects:
[0042] After receiving the water service work order to be allocated, the water service work order allocation method calculates the allocation priorities of different processing personnel according to the allocation priority function, and compares the allocation priorities of different processing personnel to determine the target processing personnel with the highest allocation priority, so as to allocate the water service work order to be allocated to the target processing personnel with the highest allocation priority; and the water service work order allocation method considers the matching degree between the water service work order to be allocated and the processing personnel through the allocation priority function, and this consideration includes spatial consideration, time consideration and personnel characteristic consideration; among them, the spatial consideration, for example, takes into account the influence of the distance between the water service work order to be allocated and the work order processor on the allocation priority, the time consideration, for example, considers the existing workload of the work order processor and the working time for which work orders can still be allocated, and the personnel characteristic consideration, for example, considers factors such as the processing proficiency of the work order processor for a certain type of work order and the evaluation of the customer on the work order processor's processing of the certain type of work order; therefore, when there are a large number of water service work orders of multiple types to be allocated, the water service work order allocation method can calculate and compare the allocation priorities of different processing personnel for each water service work order to be allocated, so as to determine the target processing personnel with the highest allocation priority corresponding to each water service work order to be allocated, and allocate the water service work order to be allocated to the target processing personnel with the highest allocation priority, and by considering the spatial and temporal considerations and the processing personnel characteristic considerations, it reasonably considers allocating different types of work orders to the processing personnel population; therefore, the water service work order allocation method solves the technical problem of how to allocate a large number of water service work orders of multiple types, and thus can enable the water service after-sales service to respond to water service work orders in a timely manner, and thus improves the efficiency of the water service after-sales service to meet the needs of a large number of different users. BRIEF DESCRIPTION OF THE DRAWINGS
[0043] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following will briefly introduce the drawings required for the description of the embodiments. Obviously, the following drawings are only some embodiments of the present invention. For those of ordinary skill in the art, without creative efforts, other drawings can also be obtained based on these drawings.
[0044] Figure 1 It is a schematic flow chart of a water service work order allocation method provided by the present invention.
[0045] Figure 2 For Figure 1 It is a detailed flow chart of obtaining the allocation priority in the shown flow chart.
[0046] Figure 3Schematic flowchart of another water service work order allocation method provided by an embodiment of the present invention.
[0047] Figure 4 For Figure 2 Function relationship diagram of the distance consideration function and the distance quantity when the distance function in the distance consideration factor shown takes a scaling factor value of 5.
[0048] Figure 5 For Figure 2 Function relationship diagram of the time consideration function and the time characteristic variable when the maximum working hours parameter in the time consideration factor of the processing personnel shown takes a value of 24.
[0049] Figure 6 Schematic structural diagram of a water service work order allocation device provided by an embodiment of the present invention.
[0050] Figure 7 Schematic structural diagram of a water service work order allocation system provided by an embodiment of the present invention. Detailed implementation manners
[0051] Next, the technical solutions in the embodiments of the present invention will be clearly and completely described in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those of ordinary skill in the art without making creative efforts shall fall within the protection scope of the present invention.
[0052] It should be noted that the terms "first", "second", "one end", etc. in the description and claims of the present invention are used to distinguish similar objects, and do not necessarily need to describe a specific order or sequence. It should be understood that such terms can be interchanged under appropriate circumstances so that the embodiments of the present invention described herein can be implemented in an order other than those illustrated or described herein. In addition, the terms "comprising" and "having" and any variations thereof are intended to cover non-exclusive inclusion. For example, a process, system, product or device including a series of steps or units does not necessarily have to be limited to those clearly listed steps or units, but may include other steps or units not clearly listed or inherent to these processes, products or devices.
[0053]
First Embodiment
[0054] Refer to Figure 1 , the first embodiment of the present invention provides a water service work order allocation method. The water service work order allocation method includes:
[0055] S21. In response to receiving a water service work order to be allocated, calculate the allocation priority of different processing personnel according to the water service work order to be allocated;
[0056] S22. Determine the target handler with the highest assignment priority among multiple assignment priorities;
[0057] S23. Assign the water service work order to be assigned to the target handler.
[0058] In the water service work order assignment method, the assignment priority is calculated by an assignment priority function, and the independent variables of the assignment priority function include: spatio-temporal consideration and handler characteristic consideration.
[0059] The assignment priority function is:
[0060] y = F(f d , f t , f c ).
[0061] The y is the assignment priority, the f d is the spatial consideration function, the f t is the time consideration function, the spatial consideration function and the time consideration function constitute the spatio-temporal consideration, and the f c is the handler characteristic consideration function, and the handler characteristic consideration function constitutes the handler characteristic consideration.
[0062] The execution subject of the water service work order assignment method provided by the first embodiment of the present invention may be, for example, a computer.
[0063] Specifically, after receiving the to-be-allocated water service work order, the execution entity calculates the allocation priorities of different processors according to the allocation priority function, and compares the allocation priorities of different processors to determine the target processor with the highest allocation priority, so as to allocate the to-be-allocated water service work order to the target processor with the highest allocation priority. Moreover, the execution entity takes into account the matching degree between the to-be-allocated water service work order and the processors through the allocation priority function, and such consideration includes spatial consideration, time consideration, and personnel characteristic consideration. Among them, the spatial consideration, for example, takes into account the influence of the distance between the to-be-allocated water service work order and the work order processor on the allocation priority, the time consideration, for example, takes into account the existing workload of the work order processor and the working time for which work orders can still be allocated, and the personnel characteristic consideration, for example, takes into account factors such as the processing proficiency of the work order processor for a certain type of work order and the evaluation of the customer on the work order processor's processing of the certain type of work order. Therefore, the water service work order allocation method provided in the first embodiment of the present invention can calculate and compare the allocation priorities of different processors for each to-be-allocated water service work order when there are a large number of to-be-allocated water service work orders of multiple types, so as to determine the target processor with the highest allocation priority corresponding to each to-be-allocated water service work order, and allocate the to-be-allocated water service work order to the target processor with the highest allocation priority. Moreover, by considering the spatio-temporal consideration and the processor characteristic consideration, it is possible to reasonably consider allocating different types of work orders to the processor population. Therefore, by applying the water service work order allocation method provided in the first embodiment of the present invention, the execution entity can solve the technical problem of how to allocate a large number of water service work orders of multiple types, and thus can enable the water service after-sales service to respond to the water service work orders in a timely manner, and thus improve the efficiency of the water service after-sales service to meet the needs of a large number of different users.
[0064] Specifically, the number of different processors should be two or more, and the determination of the target processor with the highest allocation priority among the different processors can be achieved, for example, by means of sorting. For example, when the number of different processors is 5, when there is 1 to-be-allocated water service work order, and after obtaining 5 allocation priorities corresponding to the 5 processors one by one through the allocation priority function, the 5 allocation priorities are sorted according to the level of the allocation priority (i.e., the magnitude of the allocation priority function), so as to obtain the comparison result of the allocation priorities of the 5 processors, and thereby obtain the target processor with the highest allocation priority.
[0065] Specifically, the allocation priority function can use various elementary functions or composite functions of various elementary functions as independent variables. For example, in an implementation manner of the allocation priority function provided in the first embodiment of the present invention, the allocation priority function is:
[0066] F(fd , f t , f c ) = ∑ a D a + f t + ∑ b C b ;
[0067] The space consideration function is ∑ a D a , where the D a is a space consideration variable, and the handler characteristic consideration function is ∑ b C b , where the C b is a handler characteristic variable. Therefore, in the allocation priority function, the number of the space consideration variables can be multiple, and multiple said space consideration variables can consider different space factors. Similarly, the handler characteristic variables can also be set to multiple, and multiple said handler characteristic variables can consider different characteristics of the handler. Moreover, since in this embodiment, the allocation priority function is a linear function as shown above, various consideration factors can independently affect the allocation priority.
[0068] Further, the space consideration variable includes a work order distance consideration function between the coordinates of the handler and the coordinates of the water work order to be allocated:
[0069]
[0070] The d1 is the specified distance amount between the coordinates of the specified handler and the coordinates of the water work order to be allocated, and the specified distance amount is obtained by inputting the coordinates of the specified handler as the coordinates to be input into the distance function. The k1 is a work order distance scaling coefficient, and the work order distance scaling coefficient is used to adjust the influence of the specified distance amount on the work order distance consideration function. Since the work order distance consideration function adopts a natural exponential form, and referring to the above functional formula, in the work order distance consideration function, as the specified distance amount d1 between the specified handler and the water work order to be allocated increases, the function value of the work order consideration function will approach 0, and when the specified distance amount d1 linearly increases, the function value of the work order distance reference function will decrease exponentially. Therefore, as a part of the space-time consideration, the work order distance consideration function can reasonably consider the distance between the position of the water work order to be allocated and the position of the handler, so as not to allocate the water work order to be allocated that is far from the specified handler to the specified handler, thereby reducing the time required for the water work order to be allocated from appearance to completion, and reducing the poor customer experience caused by the handler's untimely processing of the water work order due to a long distance.
[0071] Specifically, in the water service work order allocation method provided by the embodiments of the present invention, when the execution entity receives the to-be-allocated water service work order, it will consider the allocation priority for each of the multiple processing personnel. The designated processing personnel refers to the processing personnel among the multiple processing personnel for whom the execution entity is considering the allocation priority.
[0072] Furthermore, in the embodiments of the present invention, one form of the distance function is:
[0073]
[0074] where θ1 is the latitude of the coordinate of the to-be-allocated water service work order, the is the longitude of the coordinate of the to-be-allocated water service work order, and R is the radius of the Earth's equator; θ2 is the latitude of the to-be-input coordinate, and the is the longitude of the to-be-input coordinate. When a to-be-allocated water service work order appears, the coordinate of the to-be-allocated water service work order will be input into the distance function. Further, to obtain the specified distance amount between the designated processing personnel and the to-be-allocated water service work order, the coordinate of the designated processing personnel is input into the distance function, thereby obtaining the specified distance amount d1. Subsequently, the specified distance amount d1 is input into the work order distance consideration function, and the corresponding work order distance consideration function value is obtained therefrom.
[0075] Among them, the coordinates of the to-be-allocated water service work order and the designated processing personnel can be expressed, for example, by the longitude and latitude coordinates of CGCS2000 (2000 National Geodetic Coordinate System) of "Tianditu". When the work order distance scaling coefficient k1 takes a value of 5, the functional relationship between the work order distance consideration function D1 and the specified distance amount d1 is as Figure 4 shown. It can be seen from Figure 4 that, for example, when the specified distance amount d1 takes a value of 10 and the unit is kilometers, it means that the distance between the to-be-allocated water service work order and the designated processing personnel is 10 kilometers, and the corresponding value of the work order distance reference amount function D1 is around 0.2. When the specified distance amount d1 takes a value of 2 kilometers, the value of the work order distance reference function D1 can be within 0.7 to 0.8; if the value of the specified distance amount d1 is 0, it means that the to-be-allocated water service work order and the designated processing personnel are located at the same place, and the work order distance consideration function D1 takes the maximum value of 1 as a part of the spatio-temporal consideration.
[0076] In addition, the spatial reference variable may further include the preference distance consideration factor between the coordinates of the processing personnel's preferred landmark and the coordinates of the to-be-allocated water service work order, and the corresponding preference distance consideration function for the preference distance consideration factor is:
[0077]
[0078] The d2 is the preference ground distance amount between the coordinates of the preferred landmark of the designated handler and the coordinates of the water work order to be assigned. The preference ground distance amount is obtained by inputting the coordinates of the preferred landmark of the designated handler as the coordinates to be input into the distance function. The k2 is the preference landmark distance scaling factor, and the preference work order distance scaling factor is used to adjust the influence of the preference ground distance amount on the preference ground distance consideration function. The function form of the preference ground distance consideration function D2 is the same as that of the work order distance consideration function D1, except that the factor considered by the preference ground distance consideration function D2 is the influence of the distance between the preferred landmark of the handler and the water work order to be assigned on the allocation priority. For example, the designated handler can select one or more different preferred areas, and each preferred area is located by its own landmark building. When the preference ground distance consideration function considers the influence of the distance between the preferred landmark of the designated handler and the water work order to be assigned on the allocation priority, first, the distance between the one or more different preferred areas selected by the designated handler and the water work order to be assigned is obtained through the distance function, and the minimum distance is used as the preference ground distance amount d2 and substituted into the preference ground distance consideration function D2, so as to obtain the preference ground distance consideration function value for the designated handler and the water work order to be assigned.
[0079] In the embodiment of the present invention, the work order distance consideration function D1 and the preference ground distance consideration function D2 can be included in the spatio-temporal consideration at the same time, or only one of them can be included. When the work order distance consideration function D1 and the preference ground distance consideration function D2 can be included in the spatio-temporal consideration at the same time, the allocation priority will simultaneously consider the distance between the water work order to be assigned and the designated handler, and the distance between the preferred area of the designated handler and the water work order to be assigned. These two factors, that is, the objective factor of the moving distance required for the designated handler to process the water work order to be assigned, and the subjective factor of the preferred work location of the designated handler; and thus both the customer experience and the work habits of the handler are considered, so that the water work order allocation method makes the water work order allocation more reasonable and user-friendly.
[0080] In addition, in the embodiment of the present invention, an implementation manner of time consideration is as follows, through a time consideration function:
[0081]
[0082] Implementation. Wherein, t is a time characteristic variable, and MT is a maximum working duration parameter. In this embodiment, the maximum working duration parameter MT can be selected as a specific value representing the maximum working duration of the processing personnel, and the time characteristic variable t can, for example, represent the expected occupied working duration of the processing personnel. For example, the maximum working duration parameter of the processing personnel is set to 24 hours, and the value of the time characteristic variable t is obtained according to the total amount of water service work orders that the processing personnel currently need to process, so as to obtain the value of the time consideration function f t of the function. Refer to Figure 5 , when the value of the maximum working duration parameter MT is 24 and the unit is hours, the horizontal axis in the figure is the time characteristic variable t with the unit of hours, and the vertical axis wl(t) represents the value of the time consideration function f t . It can be known from Figure 5 that when the expected workload of the processing personnel is relatively large, the value of the time consideration function will decrease. Therefore, the water service work order allocation method provided by the embodiment of the present invention can reflect the consideration of the expected workload of the processing personnel through the time consideration function, so as to prevent the expected workload of the processing personnel from exceeding their own bearable load, and thus can prevent the processing personnel from being too busy and delaying the processing of water service work orders, and can ensure that the actual working time of the processing personnel is within a reasonable range.
[0083] Further, the time characteristic variable is obtained through a workload function, and the workload function is:
[0084]
[0085] where m is a work order type parameter, and n i is the quantity of specified type work orders of the specified processing personnel, and is the duration required for the specified processing personnel to process one work order of the specified type.
[0086] Specifically, in combination with the water service work order type table shown in the following table:
[0087]
[0088] It shows a total of 6 first-level work order types and 18 second-level work order types in the table, that is, the work order type parameter m can be set to 6 or 18, for example; to obtain the function value of the workload function, it is necessary to first obtain the respective total amounts of various different types of water service work orders that the specified processing personnel need to process, that is, the quantity of specified type work orders n i of the specified processing personnel; and obtain the average time for the specified processing personnel to process different types of water service work orders in the past, that is, the duration required for the specified processing personnel to process one work order of the specified type Then, the value of the time characteristic variable is obtained according to the workload function. In this process, if the duration obtained through item exceeds the preset MT value, the value of the workload function is determined to be the MT value. At this time, it means that the workload of the specified processor exceeds its own load. Combining Figure 5 it can be known that the consideration value of the time characteristic of the specified processor is 0 at this time, that is, when the workload of the processor is overloaded, the distribution priority of the processor is lowered.
[0089] In addition, in the embodiment of the present invention, the processor characteristic variable includes a proficiency consideration variable C1:
[0090]
[0091] The ef n is the total number of specified type work orders processed by the specified processor, and n e is the total historical quantity of the specified type work order allocation. For example, the to-be-allocated plumbing work order is an equipment maintenance work order. Therefore, the plumbing work order allocation method needs to evaluate the proficiency of each of multiple processors in the equipment maintenance work order to determine the respective allocation priorities of the multiple processors. For example, if the total historical allocation quantity of the equipment maintenance work order of the plumbing work order allocation method is 100, then the value of the specified type work order n e is 100; if the number of equipment maintenance work orders processed by the specified processor in history is 10, then the total number n ef of the specified type work orders processed by the specified processor takes the value of 10. Therefore, the proficiency consideration value for the specified processor is 0.1. By comparing the proficiency of different processors in processing specific type work orders, the possibility of allowing the processors who are good at processing specific type work orders to receive the specific type work orders can be increased, thereby improving the work efficiency of the processors and providing better services for customers.
[0092] In addition, in the embodiment of the present invention, the processor characteristic variable includes a satisfaction consideration variable C2:
[0093]
[0094] The is the average satisfaction of the specified processor in processing the specified type work orders, and the s g is the maximum satisfaction value; combined with the above plumbing work order type table, the maximum satisfaction value s g takes a value of 10 for example, and the average satisfaction of the specified processor in processing the specified type work orders It is given based on the average value of the customer satisfaction of the specified type of work orders processed by the specified handler, so as to reflect the evaluation of the customer on the specified handler's processing of the specified type of work orders. Therefore, in the water work order allocation method, the allocation priority also takes into account the factor of the customer's satisfaction with the handler, and thus increases the possibility of allocating a handler with a better experience for the customer.
[0095] In addition, the handler characteristic variable includes the work order type preference variable C3 of the handler:
[0096] C3 = δ g ;
[0097] If the specified handler prefers the specified type of work orders, the value of the work order type preference variable is 1, otherwise the value of the work order type preference variable is 0. The work order type preference variable C3 is obtained through a Kronecker function. Combining with the water work order type list, for example, if the specified handler prefers equipment repair work orders, then when the work order to be allocated is an equipment repair work order and needs to be allocated to the handler with the highest allocation priority, the water work order allocation method will assign a value to the work order type preference variable C3 according to the preferences of multiple handlers for the equipment repair work orders respectively. Therefore, the water work order allocation method also takes into account the personal work preferences of the handlers, thus achieving greater humanization.
[0098] Furthermore, the allocation priority function in the water work order allocation method can be:
[0099] y = w1D1 + w2f t + w3C1 + w4C2 + w5D2 + w6C3;
[0100] Among them, the D1 is the work order distance consideration function between the coordinates of the handler and the coordinates of the water work order to be allocated, the D2 is the preference location distance consideration function between the coordinates of the handler's preferred location and the coordinates of the water work order to be allocated, and the f tFor the consideration function of the workload of the processing personnel (i.e., for example, the time consideration function in the above-mentioned embodiment of the present example), C1 is the consideration function of the proficiency of the processing personnel (i.e., for example, the proficiency consideration variable in the above-mentioned embodiment of the present example), C2 is the consideration function of the satisfaction of the processing personnel (i.e., for example, the satisfaction consideration variable in the above-mentioned embodiment of the present example), and C3 is the work order type preference function of the processing personnel (i.e., for example, the work order type preference variable of the processing personnel in the above-mentioned embodiment of the present example). The w1, w2, w3, w4, w5, and w6 are respectively independent preset weights, and each of the preset weights can be independently valued and represents the influence degree of various consideration factors on the allocation priority. For example, the above-mentioned preset weights are respectively valued as w1 = 0.3, w2 = 0.3, w3 = 0.1, w4 = 0.1, w5 = 0.1, and w6 = 0.1; in this case, it can be known that the consideration factor of the work order distance between the coordinates of the processing personnel and the coordinates of the water work order to be allocated is more important than the preference distance consideration between the coordinates of the preferred landmark of the processing personnel and the coordinates of the water work order to be allocated, that is, because the weight w1 of the work order distance consideration function D1 is greater than the weight w5 of the preference distance consideration function D2, so the work order distance consideration function can bring a greater impact on the numerical change of the priority function compared with the preference distance consideration function. The respective values of the above-mentioned preset weights can be custom-set according to the actual implementation situation.
[0101] The water work order allocation method according to the embodiment of the present invention further includes the steps:
[0102] S4. In response to receiving the work order completion situation of the target processing personnel, update the spatio-temporal consideration and the processing personnel characteristic consideration according to the work order completion situation. Through step S4, the allocation priority function can be used to update the status of the target processing personnel in a timely manner to reflect the current status of the target processing personnel, so as to ensure that when there is a new water work order to be allocated, it can be accurately evaluated whether the target processing personnel can obtain a new water work order.
[0103] Next, in combination with Figure 3 , an example description is given of the actual process of the water work order allocation method provided by the embodiment of the present invention. First, in the pre-state of the water work order allocation method, each processing personnel can pre-select one or more different preferred areas, and each preferred area is respectively located by landmark buildings included therein. Each preferred area can be dispersed in a certain area and there is a certain distance, such as more than 3 kilometers. In the pre-state, each processing personnel can also set their preferred work order types. In the pre-state, after the preferred area and the preferred work order type are selected, the water work order allocation method can be officially executed.
[0104] The water work order allocation method is gradually executed as follows:
[0105] S1. Receive the water service work order to be assigned;
[0106] S2. In response to receiving the water service work order to be assigned, compare the assignment priorities of different processors to determine the target processor with the highest assignment priority;
[0107] S3. Assign the water service work order to be assigned to the target processor with the highest assignment priority;
[0108] S4. In response to the target processor with the highest assignment priority completing the water service work order to be assigned, update the spatio-temporal consideration and the processor characteristic consideration according to the completion situation of the target processor with the highest assignment priority, and end the current water service work order assignment.
[0109] Wherein step S2 includes, for example: S21. In response to receiving the water service work order to be assigned, calculate the assignment priorities of different processors according to the water service work order to be assigned; and S22. Determine the target processor with the highest assignment priority among the multiple assignment priorities.
[0110] In the above process, the assignment priority in step S2 is, for example, obtained through the assignment priority function as:
[0111] y = w1D1 + w2f t + w3C1 + w4C2 + w5D2 + w6C3
[0112] Obtained. There is no necessary sequence for calculating each sub-function in the assignment priority function. The update of the spatio-temporal consideration and the processor characteristic consideration in step S4 includes, for example, when a processor completes a water service work order, the water service work order assignment method should update the current position of the processor according to the position where the processor processes the water service work order, and after the customer of the water service work order gives an evaluation, update the average satisfaction of the specified processor who has processed the specified type of work order in the satisfaction consideration variable C2 In addition, the time consideration factor of the processor, the proficiency consideration factor of the processor, etc. can also be updated accordingly. In addition, see Figure 3 , each factor in the assignment priority function can also be classified into subjective factors and objective factors.
[0113]
Second Embodiment
[0114] See Figure 6, the second embodiment of the present invention provides a water work order allocation device. The water work order allocation device includes a processor 12 and a memory 14. The processor 12 is electrically connected to the memory 14. The memory 14 is used to store the corresponding program of the water work order allocation method as described in the first embodiment of the present invention, and the processor 12 is used to execute the water work order allocation method according to the program.
[0115] The second embodiment of the present invention also provides a computer-readable storage medium storing the corresponding program of the water work order allocation method as described in the first embodiment of the present invention.
[0116]
Third Embodiment
[0117] See Figure 7 , the third embodiment of the present invention provides a water work order allocation system. The water work order allocation system includes: a processing personnel priority consideration module 22 and a work order allocation module 24. The processing personnel priority consideration module is used to obtain and compare the allocation priorities of different processing personnel according to the water work order allocation method as described in the first embodiment of the present invention to determine the target processing personnel with the highest allocation priority. The processing personnel priority consideration module 22 includes a processing personnel space-time consideration module 222 and a processing personnel characteristic consideration module 224. The processing personnel space-time consideration module 222 is used to obtain the space-time consideration values of different processing personnel; the processing personnel characteristic consideration module 224 is used to obtain the processing personnel characteristic consideration values of different processing personnel. The work order allocation module 24 is used to allocate the water work order to be allocated to the target processing personnel with the highest priority.
[0118] In addition, it can be understood that the foregoing embodiments are only illustrative descriptions of the present invention. On the premise that the technical features do not conflict, are fixed without contradiction, and do not violate the invention purpose of the present invention, the technical solutions of each embodiment can be arbitrarily combined and used in combination.
[0119] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, not to limit them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that they can still modify the technical solutions recorded in the foregoing embodiments, or perform equivalent replacements on some of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions of each embodiment of the present invention.
Claims
1. A water service work order allocation method, characterized in that, Including: In response to receiving a water service work order to be assigned, calculating the assignment priorities of different processors according to the water service work order to be assigned; Determining a target processor with the highest assignment priority among the multiple assignment priorities; Assigning the water service work order to be assigned to the target processor; Wherein, the assignment priority is calculated through an assignment priority function, and the independent variables of the assignment priority function include: spatio-temporal consideration and processor characteristic consideration; The assignment priority function is: y = F(f d , f t , f c ); where y is the allocation priority, and f d is a spatial consideration function, and f t is a temporal consideration function. The spatial consideration function and the temporal consideration function constitute the spatio-temporal consideration, and f c is a consideration function for the characteristics of the processing personnel, and the consideration function for the characteristics of the processing personnel constitutes the consideration for the characteristics of the processing personnel.
2. The water work order allocation method according to claim 1, wherein The assignment priority function is: F(f d ,f t ,f c ) = ∑ a D a +f t + ∑ b C b ; Among them, the spatial consideration function is ∑ a D a , where the D a is a spatial consideration variable, and the processor characteristic consideration function is ∑ b C b , where the C b is a processor characteristic variable.
3. The water work order allocation method according to claim 2, characterized in that The spatial consideration variable includes a work order distance consideration function between the coordinates of the processor and the coordinates of the water service work order to be assigned: The d1 is the specified distance amount between the coordinates of the specified processor and the coordinates of the water service work order to be assigned, and the specified distance amount is obtained by inputting the coordinates of the specified processor as the coordinates to be input into the distance function. The k1 is a work order distance scaling coefficient, and the work order distance scaling coefficient is used to adjust the influence of the specified distance amount on the work order distance consideration function; And / or, the spatial reference variable includes a preferred location distance consideration function between the preferred landmark of the processor and the water service work order to be assigned: The d2 is the preferred location distance amount between the preferred landmark of the specified processor and the water service work order to be assigned, and the preferred location distance amount is obtained by inputting the coordinates of the preferred landmark of the specified processor as the coordinates to be input into the distance function. The k2 is a preferred landmark distance scaling coefficient, and the preferred work order distance scaling coefficient is used to adjust the influence of the preferred location distance amount on the preferred location distance consideration function.
4. The water work order allocation method according to claim 3, characterized in that, The distance function is: The θ1 is the latitude of the coordinates of the water conservancy work order to be allocated, and the is the longitude of the coordinates of the water conservancy work order to be allocated, and the R is the radius of the Earth's equator; the θ2 is the latitude of the coordinates to be input, and the is the longitude of the coordinates to be input.
5. The water service work order allocation method according to claim 1 or 2, characterized in that, The time consideration function is: The t is a time characteristic variable, and the MT is a maximum working duration parameter.
6. The water work order allocation method according to claim 5, characterized in that, The time characteristic variable is obtained through a workload function, and the workload function is: where m is the work order type parameter, and n i is the number of work orders of the specified type for the specified handler, and the is the duration required for the specified handler to process one work order of the specified type.
7. The water service work order allocation method according to claim 2, characterized in that The processor characteristic variable includes a proficiency consideration variable C1: The said n ef is the total number of work orders of a specified type processed by a specified handler, and n e is the total historical quantity of work order assignments of a specified type; And / or, the processor characteristic variable includes a satisfaction consideration variable C2: The average satisfaction of the specified type of work orders processed by the specified processor, where the s g is the maximum satisfaction; And / or, the processor characteristic variable includes a work order type preference variable C3 of the processor: C3 = δ g ; If the specified processor prefers the specified type of work order, the work order type preference variable takes the value of 1, otherwise the work order type preference variable takes the value of 0.
8. The water work order allocation method according to claim 1, characterized in that, The assignment priority function is: y = w1D1 + w2f t + w3C1 + w4C2 + w5D2 + w6C3; The D1 is a work order distance consideration function between the coordinates of the processing personnel and the coordinates of the water work order to be assigned. The D2 is a preference distance consideration function between the coordinates of the preferred landmark of the processing personnel and the coordinates of the water work order to be assigned. The f t is a processing personnel workload consideration function. The C1 is a processing personnel proficiency consideration function. The C2 is a processing personnel satisfaction consideration function. The C3 is a processing personnel work order type preference function. The w1, w2, w3, w4, w5, and w6 are respectively independent preset weights.
9. The water work order allocation method according to claim 1, characterized in that Further including: In response to receiving the work order completion situation of the target processor, updating the spatio-temporal consideration and the processor characteristic consideration according to the work order completion situation.
10. A water work order allocation device, characterized in that, Including a processor (12) and a memory (14), the processor (12) is electrically connected to the memory (14), the memory (14) is used to store the corresponding program of the water service work order assignment method according to any one of claims 1-9, and the processor (12) is used to execute the water service work order assignment method according to the program.
11. A computer-readable storage medium, characterized in that, Storing the corresponding program of the water service work order assignment method according to any one of claims 1-9.
12. A water service work order allocation system, characterized in that, Including: A processor priority consideration module (22), configured to obtain and compare the assignment priorities of different processors according to the water service work order assignment method according to claims 1-9, so as to determine the target processor with the highest assignment priority; Among them, the processor priority consideration module (22) includes: a processor space-time consideration module (222) for obtaining space-time consideration values of different processors; a processor characteristic consideration module (224) for obtaining processor characteristic consideration values of different processors; a work order assignment module (24) for assigning the to-be-assigned water work order to the target processor with the highest assignment priority.