Failure response support system, method, and program

Abstract

To appropriately supplement an operation procedure for operation personnel for each operation procedure manual.SOLUTION: The failure response support system 1 supports an operation staff member who responds to a failure by executing at least one of operation procedures described in a plurality of operation procedure manuals. The failure response support system includes an operation personnel level determination unit 31, an operation procedure supplementing unit 32, and an operation procedure providing unit 33. The operation personnel level determination unit determines the response level of the operation personnel for each operation procedure manual based on the experience level and the registration level of the operation personnel for each operation procedure manual. The operation procedure supplementing unit supplements the operation procedure manual based on the response level of the operation personnel for each operation procedure manual determined by the operation personnel level determination unit. The operation procedure providing unit provides the supplementary operation procedure manual supplemented by the operation procedure supplementing unit to the operation personnel.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a failure response support system, method, and program. [Background technology]

[0002] When a system failure occurs, a rapid response is required. For this reason, by introducing a system operation integration product, operation procedures and other documents can be managed centrally. However, some operation procedures are divided into multiple parts, making it difficult to grasp the overall picture, and some operation procedures use product- or company-specific terminology.

[0003] When troubleshooting by referring to such operation procedures, supplementation, investigation, and confirmation of the operation procedures may be required depending on the proficiency or knowledge of the operation personnel. Operation personnel with little experience and knowledge in troubleshooting may take longer than expected to respond to the problem.

[0004] In this way, when it is difficult to integrate the contents of the operation procedures and the structure and contents of the operation procedures affect the actual execution of operations, it may become necessary to supplement and detail the contents of the operation procedures and assist in understanding the contents of the operation procedures depending on the level of proficiency or knowledge of the operation personnel.

[0005] Patent Document 1 describes an information processing system that assigns a person who has the necessary skills to respond to a received inquiry as an escalation destination based on inquiry response history information.

[0006] Patent Document 2 describes an information processing device that calculates the degree of difficulty of keywords included in input text and the user's level of proficiency, and controls the display mode of the input text based on the degree of difficulty and the level of proficiency. [Prior art documents] [Patent documents]

[0007] [Patent Document 1] Japanese Patent Application Publication No. 2023-149727 [Patent Document 2] Japanese Patent Publication No. 2023-181593 Summary of the Invention [Problem to be solved by the invention]

[0008] When responding to a fault, if there are not enough experts in the fault response group, which is made up of multiple operations personnel who respond to faults due to a shortage of personnel, or if an expert cannot be assigned to respond, it will be necessary for an operations personnel who is not an expert to respond to the fault.

[0009] In such cases, non-expert operational personnel would check the unprepared operational procedures and deal with the problem. However, if they could not grasp the overall picture because the information was scattered across multiple sources, or if they did not understand specific terminology, it could take time to understand the operational procedures. As a result, the individual nature of the problem response led to delays in the problem response.

[0010] The present invention has been made in view of the above-mentioned problems, and has as its object to provide a technique for appropriately supplementing the operating procedures for each operating staff member for each operating procedure manual. [Means for solving the problem]

[0011] Therefore, the present invention has been made in consideration of the above-mentioned problems, and provides a failure response support system that supports operations personnel in responding to failures by executing at least one of the operation procedures described in a plurality of operation procedures, and includes a processor and memory used by the processor, and the following functions are realized when the processor executes a predetermined computer program stored in the memory; a determination unit that determines the response level of the operations personnel for each operation procedure manual based on the experience level and registration level of the operations personnel for each operation procedure manual, a supplementation unit that supplements the operations procedure manual based on the response level of the operations personnel for each operation procedure manual determined by the determination unit, and a provision unit that provides the supplemented operations procedure manual supplemented by the supplementation unit to the operations personnel. [Effects of the Invention]

[0012] According to the present invention, the operation procedures for each operation staff member are appropriately supplemented for each operation procedure manual. [Brief explanation of the drawings]

[0013] [Figure 1] FIG. 1 is a functional block diagram showing an example of the configuration of a failure response support system. [Figure 2] FIG. 4 is a diagram showing an example of a tax data table. [Figure 3] FIG. 10 is a diagram showing an example of an operation personnel data table. [Figure 4] FIG. 10 is a diagram showing an example of an operating procedure data table. [Figure 5] FIG. 4 is a diagram showing an example of a document table. [Figure 6] 10 is a flowchart showing an example of a failure response support process. [Figure 7] 10 is a flowchart showing an example of a level determination process. [Figure 8] 10 is a flowchart illustrating an example of a completed task number calculation process. [Figure 9] 10 is a flowchart showing an example of an experience count calculation process. [Figure 10] 10 is a flowchart showing an example of a response level determination process for a low registration level. [Figure 11] 10 is a flowchart showing an example of a response level determination process for a medium registration level. [Figure 12] 10 is a flowchart showing an example of a response level determination process for a high registration level. [Figure 13] 10 is a flowchart illustrating an example of a correction value calculation process. [Figure 14] 10 is a flowchart showing an example of an experience count determination process. DETAILED DESCRIPTION OF THE INVENTION

[0014] Hereinafter, specific examples of a failure response support system according to an embodiment of the present invention will be described with reference to the drawings. Note that the present invention is not limited to the examples, but is defined by the claims.

[0015] FIG. 1 is a functional block diagram showing an example of the configuration of a failure response support system.

[0016] The fault response support system 1 is a system that supports operations personnel who respond to faults by executing at least one of the operation procedures described in multiple operation procedure manuals. The fault response support system 1 includes an operation integration device 2 and an operation procedure supplementation device 3.

[0017] The operations integration device 2 includes a task table 21, an operations personnel table 22, an operations procedure manual table 23, a document table 24, a task management unit 25, an operations personnel management unit 26, an operations procedure manual management unit 27, and a document management unit 28.

[0018] The task table 21 stores task (job) data assigned to an operation staff member or a failure response group consisting of multiple operation staff members. The operation staff table 22 stores operation staff data including the qualifications held by each operation staff member. The operation procedure manual table 23 stores operation procedure manual data including the procedure details and last update date for each operation procedure manual. The document table 24 stores document data including the document explanation and last update date for each document such as an operation procedure manual (operation manual).

[0019] The task management unit 25 manages the task data stored in the task table 21. Specifically, the task management unit 25 transmits the task data stored in the task table 21 to the operating procedure manual supplementary device 3 and updates it.

[0020] The operation personnel management unit 26 manages the operation personnel data stored in the operation personnel table 22. Specifically, the operation personnel management unit 26 transmits and updates the operation personnel data stored in the operation personnel table 22 to the operation procedure supplementing device 3.

[0021] The operating procedure manual management unit 27 manages the operating procedure manual data stored in the operating procedure manual table 23. Specifically, the operating procedure manual management unit 27 transmits and updates the operating procedure manual data stored in the operating procedure manual table 23 to the operating procedure supplementing device 3.

[0022] The document management unit 28 manages the document data stored in the document table 24. Specifically, the document management unit 28 transmits the document data stored in the document table 24 to the operating procedure supplementing device 3 and updates the document data.

[0023] The operation integration device 2 further includes at least one processor 201, at least one memory 202, and an interface 203. The processor 201 realizes each function described below by reading and executing predetermined computer programs stored in the memory 202. The interface 203 includes a communication interface and a user interface.

[0024] The operational procedure supplementation device 3 includes an operational personnel level determination unit 31 as an example of a "determination unit", an operational procedure supplementation unit 32 as an example of a "supplementation unit", and an operational procedure provision unit 33 as an example of a "provision unit".

[0025] The operation personnel level determination unit 31 determines the response level of each operation personnel for each operation procedure manual based on the experience level and registration level of each operation personnel for each operation procedure manual.

[0026] The operation procedure supplementing unit 32 supplements the operation procedure manual to generate a supplemented operation procedure manual based on the response level of the operation personnel for each operation procedure manual determined by the operation personnel level determining unit 31. The operation procedure supplementing unit 32 may generate a prompt for generating an operation procedure manual by inputting it into a computer language model.

[0027] The operating procedure providing unit 33 provides the supplemented operating procedure manual supplemented by the operating procedure supplementing unit 32 to the operating personnel.

[0028] The operation procedure supplementary device 3 further includes at least one processor 301, at least one memory 302, and an interface 303. The processor 301 realizes each function described below by reading and executing predetermined computer programs stored in the memory 302. The interface 303 includes a communication interface and a user interface.

[0029] FIG. 2 is a diagram illustrating an example of a tax data table.

[0030] The task table 21 stores, as item values ​​(column values), a task #, a task name, a task content, an applicable operating procedure name, a person in charge, a start date, and an end date.

[0031] Task # is an identifier that uniquely identifies each task. Task name indicates the name of each task. Task content indicates the content of each task. Applicable operating procedure name indicates the name of the operating procedure that is applied when each task is performed. Person in charge indicates the operational personnel assigned to each task. Start date indicates the date on which each task will start. End date indicates the date on which each task will end.

[0032] As an example, we will explain the row with task ID "005" in task table 21. In this row, the task name is "Normalize Pod A," the task content is "Rebuild Pod A," the applicable operating procedure name is "Pod Rebuild," the person in charge is "Operations Staff C," and the start date and end date are "2022 / 12 / 01."

[0033] FIG. 3 is a diagram illustrating an example of an operation personnel data table.

[0034] The operation personnel data table 22 stores the operation personnel ID, name, years of experience, duties, qualifications held (qualification name, acquisition date), registration level correction value θ, and experience level correction value ω as item values ​​(column values).

[0035] The operations personnel ID is an identifier that uniquely identifies each operations personnel. The name indicates the name of each operations personnel. The years of experience indicates the number of years each operations personnel has experience in the work they are responsible for. The work they are responsible for indicates the work they are responsible for. The qualifications held indicate the name of the public or private qualifications held by each operations personnel and the date they obtained the qualification. The registration level correction value θ is a correction value that corrects the registration level. The experience level correction value ω is a correction value that corrects the experience level.

[0036] As an example, let us consider the row in the operations personnel data table 22 with the operations personnel ID "001." This row indicates that the name is "Operations Personnel A," the number of years of experience is "20 (years)," and the job role is "Infrastructure Management of System A." Furthermore, this row indicates that the qualifications held are "(AWS Certified Solutions Architect (Professional, July 20, 2018)), (Professional Cloud Architect, August 20, 2019)." Furthermore, this row indicates that the registration level correction value θ is "1.0" and the experience level correction value ω is "1.0."

[0037] FIG. 4 is a diagram illustrating an example of an operating procedure manual table.

[0038] The operating procedure table 23 stores, as item values ​​(column values), an operating procedure ID, an operating procedure name, a type, procedure details, and a last update date.

[0039] The operating procedure ID is an identifier for uniquely identifying each operating procedure. The operating procedure name indicates the name of each operating procedure. The type indicates the type of operation target of each operating procedure. The procedure details indicate the details of each operating procedure. The last update date indicates the date when each operating procedure was last updated.

[0040] As an example, we will explain the row with the operation procedure ID "0000001" in the operation procedure table 23. This row means that the operation procedure name is "Development environment OS initial setting," the type is "OS," the procedure details are "This shows how to initialize the development environment OS...," and the last update date is "2023 / 12 / 23."

[0041] FIG. 5 is a diagram illustrating an example of a document table.

[0042] The document table 24 stores, as item values ​​(column values), a document ID, a document name, a document description, document data, and a last update date.

[0043] The document ID is an identifier that uniquely identifies each document. The document name indicates the name of each document. The document description indicates the explanatory text contained in each document. The document data indicates the name of the data file for each document. The last update date indicates the date on which each document was last updated.

[0044] As an example, let us consider a row with a document ID of "0000001" in document table 24. This row means that the document name is "Product A Operation Manual," the document description is "This is the official operation manual for Product A...," the document data is "Product A Operation Manual.PDF," and the last update date is "2023 / 12 / 23."

[0045] FIG. 6 is a flowchart illustrating an example of a failure response support process.

[0046] The failure response support system 1 executes a failure response support process, which includes, in order, a data acquisition process S61, a level determination process S63, a procedure manual supplement process S64, and a procedure manual display process S65.

[0047] In the data acquisition process S61, first, the task management unit 25 receives a task start signal indicating a task to be executed from an operation staff member (S611).

[0048] Next, the task management unit 25 acquires task data related to the received task start signal from the task table 21, and transmits the acquired task data to the operation personnel level determination unit 31. At this time, the task management unit 25 also transmits all task data registered in the task table 21 to the operation personnel level determination unit 31 (S612).

[0049] Next, the operation personnel level determination unit 31 extracts the operation personnel in charge of the received task data, requests the operation personnel data of the extracted operation personnel in charge from the operation personnel management unit 26, and receives the operation personnel data sent from the operation personnel management unit 26 (S613).

[0050] Next, the operations personnel level determination unit 31 sets the number of level re-determinations f to 0 (S62).

[0051] In the level determination process S63, the operation staff level determination unit 31 determines the response level of the operation staff who executes the operation procedures for each operation procedure manual. Details of the level determination process will be described later with reference to FIG.

[0052] In the procedure manual supplementation process S64, first, the operation personnel level determination unit 31 transmits the determined response level to the operation procedure supplementation unit 32 (S641).

[0053] Next, the operating procedure supplementing unit 32 determines the operating procedure data and document data required for supplementation based on the received response level (S642).

[0054] Next, the operating procedure supplementation unit 32 queries the operating procedure management unit 27 for the operating procedure data that it has determined is necessary, receives the operating procedure data from the operating procedure management unit 27, and queries the document management unit 28 for document data, receiving the document data from the document management unit 28 (S643).

[0055] Next, the operating procedure supplementation unit 32 supplements the operating procedure for the task for which the task start signal was received based on the received operating procedure data and document data, and transmits the supplemented operating procedure to the operating procedure provision unit 33 (S644).

[0056] In the procedure manual display process S65, the operating procedure providing unit 33 displays a supplementary operating procedure manual to the operations personnel who will execute the operating procedure.

[0057] Next, the operating procedure executor determines whether the information in the supplemental operating procedure manual is sufficient for executing the operating procedure (S66). That is, the operating procedure executor determines whether the operating procedure described in the supplemental operating procedure manual is readable and understandable.

[0058] If the determination result of S66 is false (S66: NO), the operation personnel level determination unit 31 sets the number of level re-determinations f=f+1 (S67) and returns to S63. At this time, the operation personnel level determination unit 31 may lower the response level every time the number of level re-determinations increases.

[0059] If the determination result in S66 is true (S66: YES), the operations personnel level determination unit 31 registers the current registration level correction value θ and experience level correction value ω in the operations personnel table 22 (S68).

[0060] FIG. 7 is a flowchart showing an example of the level determination process.

[0061] The operation personnel level determination unit 31 extracts the years of experience, the work in charge, and the qualifications held from the operation personnel data (S701).

[0062] The operation personnel level determination unit 31 calculates the ratio t of years of experience based on Equation 1 (S702). Ratio of years of experience t = years of experience / maximum possible years of work (Equation 1)

[0063] The operation personnel level determination unit 31 sets the number of completed tasks x of the operation personnel to x=0 (S703).

[0064] The operations personnel level determination unit 31 calculates x (S704). The processing of S704 will be described later with reference to FIG.

[0065] The operation personnel level determination unit 31 calculates the completed task contribution rate y of the operation personnel based on Equation 2 (S705).

[0066] y=x / z (Equation 2) However, z = the total number of task data.

[0067] The operation staff level determination unit 31 determines the response level of each operation staff member for each operation procedure manual to be executed (operation procedure name j: 0, 1, n applied to the current task) (S706 to S714, S716, S717).

[0068] The operations personnel level determination unit 31 calculates the degree of association αj between the j-th applicable operating procedure manual and the work in charge (S706), where 0<αj<1.0.

[0069] The operations personnel level determination unit 31 calculates the degree of association βj between the j-th applicable operating procedure manual and the qualification held by the operations personnel in charge (S707), where 0<βj<1.0.

[0070] The operations personnel level determination unit 31 sets the number of times the same operating procedure manual has been experienced as wj=0 and the number of times a similar operating procedure manual has been experienced as vj=0 (S708).

[0071] The operations personnel level determination unit 31 calculates the number of times wj the same operating procedure manual has been experienced and the number of times vj the similar operating procedure manual has been experienced (S709). The processing of S709 will be described later with reference to FIG.

[0072] The operations personnel level determination unit 31 calculates the registration level value hj,f of the operations personnel for the j-th applicable operating procedure manual based on Equation 3 (S710).

[0073] hj,f=t×αj×βj×θj,f×Ψ...(Formula 3) where t is the ratio of years of experience, αj is the relevance of the work in charge, βj is the relevance of the qualifications held, θj,f are the registration level correction values ​​(initial value 1.0 when creating operational personnel data), and Ψ is the qualification correction value as an example of the "registration level correction value."

[0074] Here, the qualification correction value Ψ uses the relevance β of the qualification to calculate the registration level. However, if there is a large discrepancy between the qualification acquisition date and the execution date of the current runbook, there is a possibility that the influence of the qualification relevance βj on the registration level may be reduced due to concerns that the operations personnel may have forgotten their knowledge. Therefore, the qualification correction value Ψ is introduced based on the difference between the qualification acquisition date and the execution date of the current runbook. The range of the qualification correction value Ψ is 0.0 to 1.0. The qualification acquisition date is obtained from the "Qualification Acquisition Date" of the "Qualification" in the operations personnel data.

[0075] The operations personnel level determination unit 31 calculates the experience level value ej,f of the operations personnel for the j-th applicable operating procedure manual based on Equation 4 (S711).

[0076] ej,f=wj×y×ωj,f×η+vj (Formula 4) where wj is the number of times the same operating procedure manual has been used, y is the contribution rate of the completed task, ωj,f are the experience level correction values, η is the experience level correction value for the same operating procedure manual as an example of the "experience level correction value" (initial value 1.0 when creating operation personnel data), and vj is the number of times a similar operating procedure manual has been used.

[0077] Here, the experience correction value η for the same operating procedure is calculated using the number of times wj the operating procedure has been used. However, if there is a large discrepancy between the date the operating procedure was executed and the date the current operating procedure was executed, there is a concern that the operations personnel may have forgotten their knowledge, and the influence of the number of times wj the operating procedure has been used on the experience level may be reduced.

[0078] Furthermore, when comparing the last update date of the operating procedure with the date on which the operating procedure was executed, if the last update date of the operating procedure is the latest date, i.e., if the operating procedure has been updated since the date on which the operations staff executed the operating procedure, then even if the staff has experience with the operating procedure, that experience will be considered old. Therefore, there is a possibility that the influence of the number of times wj that the operating procedure has been executed on the experience level will be reduced.

[0079] Therefore, an operating procedure experience correction value η is introduced based on the execution date of the operating procedure, the execution date of the current operating procedure, and the last update date of the operating procedure. The range of the operating procedure experience correction value η is 0.0 to 1.0. The execution date of the operating procedure is obtained by extracting task data containing the operating procedure from the task data and deriving it from the "last day" of the extracted task data. The operating procedure experience correction value η may be calculated, for example, based on Ebbinghaus's forgetting curve.

[0080] The operation personnel level determination unit 31 reduces the registered level value hj,f and the experience level value ej,f in accordance with the number of level re-determinations f (S712). That is, the operation personnel level determination unit 31 may reduce the registered level value hj,f and the experience level value ej,f every time the number of level re-determinations f increases.

[0081] The operation staff level determination unit 31 determines whether the registration level value hj,f≦0.34 (S713). If the determination result of S713 is true (S713: YES), the operation staff level determination unit 31 determines a relatively low registration level (S714). Here, the registration level may have, for example, a total of three levels. The processing of S714 will be described later with reference to FIG. 10.

[0082] If the determination result of S713 is false (S713: NO), the operation staff level determination unit 31 determines whether 0.34≦registered level value hj,f≦0.67 (S715). If the determination result of S715 is true (S715: YES), the operation staff level determination unit 31 determines a medium registered level (S716). The processing of S716 will be described later with reference to FIG. 11.

[0083] If the determination result of S715 is false (S715: NO), the operations personnel level determination unit 31 determines a relatively high registration level (S717). The processing of S717 will be described later with reference to FIG.

[0084] The operation personnel level determination unit 31 calculates the registration level correction value θ and the experience level correction value ω (S718). This allows appropriate supplementation to be performed in one go the next time the level is determined. The processing of S720 will be described later with reference to FIG. 13.

[0085] FIG. 8 is a flowchart illustrating an example of a completed task number calculation process.

[0086] The operation personnel level determination unit 31 executes a process of calculating the number of completed tasks for each piece of task data (total number of task data i: 0, 1, n).

[0087] Specifically, the operations personnel level determination unit 31 first determines whether the name of the operations personnel in charge of the i-th task data matches the name of the operations personnel data (S81).

[0088] If the determination result of S81 is false (S81: NO), the operations personnel level determination unit 31 ends the completed task number calculation process.

[0089] If the determination result of S81 is true (S81: YES), the operation personnel level determination unit 31 determines whether the completion date of the i-th task data is empty (S82).If the determination result of S82 is false (S82: NO), the operation personnel level determination unit 31 ends the completed task number calculation process.

[0090] If the determination result of S82 is true (S82: YES), the operation personnel level determination unit 31 sets the number of completed tasks x to x=x+1 (S83), and ends the completed task number calculation process.

[0091] FIG. 9 is a flowchart illustrating an example of an experience count calculation process.

[0092] The operations personnel level determination unit 31 creates a list L (operation procedure name: a, number of times of experience with the operation procedure manual: b, . . . ) (S91).

[0093] The operations personnel level determination unit 31 calculates the number of times the operations personnel has experienced the operating procedure manual for each piece of task data (total number of task data k: 0, 1, n) (S92 to S96).

[0094] Specifically, the operations personnel level determination unit 31 determines whether the person in charge of the k-th task data matches the name of the operations personnel data (S92).

[0095] If the determination result of S92 is true (S92: YES), the operations personnel level determination unit 31 determines whether the completion date of the k-th task data is blank (S93).

[0096] If the determination result of S93 is true (S93: YES), the operation personnel level determination unit 31 determines whether the name of the applicable operation procedure of the k-th task data has already been stored as a of the risk L (S94).

[0097] If the determination result in S94 is false (S94: NO), the operations personnel level determination unit 31 stores the applicable operating procedure name of the kth task data as a in list L, and sets b for that a to b=1 (S95).

[0098] If the determination result in S94 is true (S94: YES), the operation personnel level determination unit 31 sets b for a having the same name as the applicable operation procedure name of the Kth task data in list L to b=b+1 (S96).

[0099] If the determination results of S92 and S93 are false (S92, S93: NO) or after S95 and S96, the operations personnel level determination unit 31 determines the number of times wj the same operating procedure manual has been experienced and the number of times vj the similar operating procedure manual has been experienced (S97). The processing of S97 will be described later with reference to FIG. 14.

[0100] FIG. 10 is a flowchart showing an example of a response level determination process for a low registration level.

[0101] The operations personnel level determination unit 31 determines whether the experience level value ej≦2.0 (S91). If the determination result of S91 is true (S91: YES), that is, if the registered level (for example, one of three levels: low, medium, and high) is low and the experience level is low, the operations personnel level determination unit 31 assigns the following explanation A to the operations personnel's response level (S92). The explanation A to be assigned is "This person has no knowledge or experience whatsoever with respect to the jth applicable operating procedure manual. Therefore, a detailed explanation will be assigned using information obtained from the document data and operating procedure manual data."

[0102] If the determination result of S91 is false (S91: NO), the operations personnel level determination unit 31 determines whether 2.0≦experience level value ej≦5.0 (S93). If the determination result of S93 is true (S93: YES), that is, if the registration level is low and the experience level is medium, the operations personnel level determination unit 31 assigns the following explanation B to the operations personnel's response level (S94). The explanation B to be assigned will be "This person has no knowledge at all but some experience with the jth applicable operating procedure manual. Therefore, a detailed explanation is assigned using information obtained from the document data. Also, a partially detailed explanation is assigned using information obtained from the operating procedure manual data."

[0103] If the result of the determination in S93 is false (S93: NO), that is, if the registration level is low and the experience level is high, the operations personnel level determination unit 31 assigns the following explanation C to the operations personnel's response level (S95). The explanation C to be assigned is "Has no knowledge at all about the jth applicable operating procedure manual, but has sufficient experience. Therefore, a detailed explanation is assigned using information obtained from the document data. Also, information obtained from the operating procedure manual data is not used." Note that by registering document data such as specific terms or in-house manuals in the document table 24, data with know-how can be read and used as supplementary information.

[0104] FIG. 11 is a flowchart showing an example of a response level determination process for a medium registration level.

[0105] The operations personnel level determination unit 31 determines whether the experience level value ej≦2.0 (S101). If the determination result of S101 is true (S101: YES), that is, if the registration level is medium and the experience level is low, the operations personnel level determination unit 31 assigns the following explanation D to the operation personnel's response level (S102). The explanation D to be assigned is "Only partial knowledge of the jth applicable operating procedure manual and no experience at all. Therefore, a partially detailed explanation is assigned using information obtained from the document data. Also, a detailed explanation is assigned using information obtained from the operating procedure manual data."

[0106] If the determination result of S101 is false (S101: NO), the operations personnel level determination unit 31 determines whether 2.0≦experience level value ej≦5.0 (S103). If the determination result of S103 is true (S103: YES), that is, if the registration level is medium and the experience level is medium, the operations personnel level determination unit 31 assigns the following explanation E to the operations personnel's response level (S104). The explanation E to be assigned is "Has only partial knowledge of the jth applicable operating procedure manual and has some experience. Therefore, a partially detailed explanation is assigned using information obtained from the document data and operating procedure manual data."

[0107] If the determination result of S103 is false (S103: NO), that is, if the registration level is medium and the experience level is high, the operations personnel level determination unit 31 assigns the following explanation F to the operations personnel's response level (S105). The explanation F to be assigned is "Has only partial knowledge of the jth applicable operating procedure manual and has sufficient experience. Therefore, a partially detailed explanation is assigned using information obtained from the document data. Also, information obtained from the operating procedure manual data is not used."

[0108] FIG. 12 is a flowchart showing an example of a high registration level response level determination process.

[0109] The operations personnel level determination unit 31 determines whether the experience level value ej≦2.0 (S111). If the determination result of S111 is true (S111: YES), that is, if the registration level is high and the experience level is low, the operations personnel level determination unit 31 assigns the following explanation G to the operations personnel's response level (S112). The explanation G to be assigned is "Has sufficient knowledge about the jth applicable operating procedure manual, but has no experience at all. Therefore, no information obtained from the document data is used. Also, a detailed explanation is assigned using information obtained from the operating procedure manual data."

[0110] If the determination result of S111 is false (S111: NO), the operations personnel level determination unit 31 determines whether 2.0≦experience level value ej≦5.0 (S113). If the determination result of S113 is true (S113: YES), that is, if the registration level is high and the experience level is medium, the operations personnel level determination unit 31 assigns the following explanation H to the operations personnel's response level (S114). The explanation H to be assigned will be "Has sufficient knowledge and some experience with respect to the jth applicable operating procedure manual. Therefore, does not use information obtained from the document data. Also, uses information obtained from the operating procedure manual data to assign a partially detailed explanation."

[0111] If the determination result of S113 is false (S113: NO), that is, if the registration level is high and the experience level is high, the operations personnel level determination unit 31 assigns the following explanation I to the operations personnel's response level (S115). The explanation I to be assigned is "Has sufficient knowledge and experience for the jth applicable operating procedure. Therefore, does not use information obtained from document data and operating procedure data."

[0112] FIG. 13 is a flowchart showing an example of a correction value calculation process.

[0113] The operation personnel level determination unit 31 determines whether the number of level re-determinations f is 0 (S131). If the determination result of S131 is true (S131: YES), the operation personnel level determination unit 31 does not change the registered information level correction value θ and the experience level correction value ω (S132).

[0114] If the determination result of S131 is false (S131: NO), the operation personnel level determination unit 31 sets the registered information level correction value θ=hj,f / hi,0 and the experience level correction value ω=ej,f / ei,0 (S133). That is, the operation personnel level determination unit 31 calculates the registered information level correction value and the experience level correction value based on the values ​​at the time of the initial level determination according to the number of level re-determinations f.

[0115] FIG. 14 is a flowchart illustrating an example of an experience count determination process.

[0116] The operation personnel level determination unit 31 determines the number of times wj the same operation procedure manual has been used and the number of times vj the similar operation procedure manual has been used for each element (number of elements s of list L: 0, 1, n) of list L (operation procedure name: a, number of times b, ...) (S141 to S142, S145).

[0117] Specifically, the operations personnel level determination unit 31 first determines whether the sth operating procedure name a matches the jth applicable operating procedure name (S141).

[0118] If the determination result in S141 is true (S141: YES), the operations personnel level determination unit 31 sets the execution count of the operating procedure manual with the same name as the operating procedure manual to be executed this time as wj = (sth b) (S142).

[0119] If the determination result in S141 is false (S141: NO), the operations personnel level determination unit 31 calculates the similarity γj,s between the sth operating procedure name a and the jth applicable operating procedure manual (S143), where 0<γj,s<1.0.

[0120] Next, the operations personnel level determination unit 31 calculates a similar operating procedure manual experience correction value φj,s (S144).

[0121] Here, with regard to the similar operating procedure experience correction value φ, the number of similar operating procedure experiences vj is used to calculate the experience level. However, if there is a large discrepancy between the execution date of the similar operating procedure and the execution date of the current operating procedure, there is concern that the operations personnel may forget their knowledge, and the influence of the number of similar operating procedure experiences vj on the experience level may be reduced.

[0122] Furthermore, when the last update date of the operating procedure is compared with the date on which a similar operating procedure was executed, if the last update date of the operating procedure is the most recent date, i.e., if the operating procedure has been updated since the date on which the operations personnel executed the operating procedure, then even if the personnel have experience with operating procedures, this will be considered old experience. Therefore, there is a possibility that the influence of the number of times vj that similar operating procedures have been executed on the experience level is reduced.

[0123] Therefore, a similar operating procedure experience correction value φ is introduced based on the similar operating procedure execution date, the current operating procedure execution date, and the last update date of the operating procedure. The similar operating procedure experience correction value φ ranges from 0.0 to 1.0. The similar operating procedure execution date is obtained by extracting task data containing a similar operating procedure from the task data and then obtaining it from the "last day" of the extracted task data. The similar operating procedure experience correction value φ may be calculated, for example, based on Ebbinghaus's forgetting curve.

[0124] Next, the operations personnel level determination unit 31 calculates the number of executions of a similar operating procedure manual for the operating procedure manual to be executed this time as the number of times of experience vj based on Equation 5 (S144).

[0125] vj = vj + (sth b) × γj,s × φj,s (Equation 5) where vj is the number of times similar operating procedures have been used, γj,s is the similarity, and φj,s is the correction value for similar operating procedures.

[0126] As described above, the failure response support system 1, which supports operations personnel in responding to failures by executing at least one of the operation procedures described in multiple operation manuals, includes an operations personnel level determination unit 31, an operations procedure supplementation unit 32, and an operations procedure provision unit 33. The operations personnel level determination unit 31 determines the response level of operations personnel for each operations procedure manual based on the experience level and registration level of the operations personnel for each operations procedure manual. The operations procedure supplementation unit 32 supplements the operations procedure manual based on the response level of operations personnel for each operations procedure manual determined by the operations personnel level determination unit 31. The operations procedure provision unit 33 provides the supplemented operations procedure manual supplemented by the operations procedure supplementation unit 32 to the operations personnel.

[0127] This makes it possible to determine the supplementary content and scope of the operation procedure manual based on the response level of the operation personnel for each of multiple operation procedure manuals, and to appropriately supplement the operation procedures for the operation personnel for each operation procedure manual.

[0128] The present invention is not limited to the above-described embodiments and includes various modifications. For example, the above-described embodiments have been described in detail to clearly explain the present invention, and the present invention is not necessarily limited to those including all of the described configurations. Furthermore, it is possible to replace part of the configuration of one embodiment with the configuration of another embodiment, or to add the configuration of another embodiment to the configuration of one embodiment. Furthermore, it is possible to add, delete, or replace part of the configuration of each embodiment with other configurations.

[0129] For example, the operation procedure supplementation unit 32 may perform the following based on the response level of the operation personnel: [Explanation of symbols]

[0130] 1...fault response support system, 31...operational personnel level determination unit, 32...operational procedure supplement unit, 33...operational procedure providing unit, 201...processor, 202...memory, 301...processor, 302...memory

Claims

1. A failure response support system that supports an operation staff member in responding to a failure by executing at least one of operation procedures described in a plurality of operation procedure manuals, a processor and a memory used by the processor; The processor executes the predetermined computer programming stored in the memory to achieve the following functions: a determination unit that determines a response level of the operation personnel for each of the operation procedures based on an experience level and a registration level of the operation personnel for each of the operation procedures; a supplementation unit that supplements the operating procedure manual based on the response level of the operation personnel for each operating procedure manual determined by the determination unit; a providing unit that provides the supplemented operating procedure manual supplemented by the supplementing unit to the operation personnel.

2. The determination unit determining the experience level based on the number of times the supplemental operating procedure or a similar operating procedure similar to the supplemental operating procedure has been experienced; calculating an experience level correction value for correcting the experience level based on the determined experience level; The failure response support system according to claim 1 .

3. The determination unit calculates the experience level correction value based on the last update date of the supplemental operating procedure manual. The failure response support system according to claim 2 .

4. The determination unit determining the registration level based on the degree of association between the operation procedure manual and the qualifications held by the operation personnel; calculating a registration level correction value for correcting the registration level based on the determined registration level; The failure response support system according to claim 1 .

5. the determination unit calculates the registration level correction value based on a difference between the acquisition date of the qualification of the operation personnel and the execution date of the supplementary operation procedure manual. The failure response support system according to claim 4.

6. the determination unit updates the response level based on the number of re-determinations of the response level. The failure response support system according to claim 1 .

7. When the determination unit determines that the operation procedure described in the supplemental operation procedure manual is difficult for the operation personnel to read and understand, the determination unit supplements the supplemental operation procedure. The failure response support system according to claim 1 .

8. the supplementing unit generates a prompt to generate the supplemental runbook based on the response level. The failure response support system according to claim 1 .

9. A failure response support method using a failure response support system that supports operation personnel who respond to a failure by executing at least one of operation procedures described in a plurality of operation procedure manuals, determining a response level of the operation personnel for each of the operation procedures based on the experience level and registration level of the operation personnel for each of the operation procedures; supplementing the operation procedures based on the response level of the operation personnel for each of the operation procedures; and providing the operations personnel with a supplemental operation procedure manual that supplements the operation procedure manual.

10. A failure response support program that is executed by a computer to support an operation staff member in responding to a failure by executing at least one of operation procedures described in a plurality of operation procedure manuals, determining a response level of the operation personnel for each of the operation procedures based on the experience level and registration level of the operation personnel for each of the operation procedures; Supplementing the operation procedures based on the response level of the operation personnel for each of the operation procedures; A fault response support program that provides the operations personnel with a supplementary operation procedure manual that supplements the operation procedure manual.

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