Management system, management method and management program

Abstract

To propose a management system, a management method, and a management program that can easily realize the management of work by multiple people. [Solution] A management system according to one embodiment of the present disclosure comprises a first setting unit that sets multiple types of individual cases linked to a business operation; a second setting unit that sets conditions for each worker involved in the business operation indicating which types of cases they can be in charge of; a control unit that, when the worker specifies the type and applies to be in charge of a case, assigns a case from among the cases to the worker based on the conditions set for that worker; and an assignment unit that grants authority information to the worker of the assigned case to work on the assigned case.

Description

[Technical Field]

[0001] The present disclosure relates to a management system, a management method, and a management program. [Background technology]

[0002] When multiple people are involved in a business operation in a company, etc., an administrator must assign each person to a task and manage each person's access rights to the business system in order to maintain security and improve business efficiency.

[0003] Regarding the management of such tasks, a technology has been proposed that extracts candidate workers for a task based on the worker's attributes, displays the required workload for the task and the total workload already possessed by the candidate workers, and allows a manager to refer to the displayed information and assign the task to the candidate workers (for example, Patent Document 1).Also proposed is a system that distributes members involved in the task to parent and child roles, selects a member with a high priority from among the members of the parent role who are available, and assigns them to a child role with a heavy load (for example, Patent Document 2). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Publication No. 2020-42587 [Patent Document 2] Japanese Patent Application Publication No. 2024-145761 Summary of the Invention [Problem to be solved by the invention]

[0005] However, with conventional technology, if a person to whom a task has been assigned resigns midway and is no longer able to continue, it is difficult to assign the task to a new worker due to the system's structure. Furthermore, in recent years, with the widespread use of outsourcing between companies to carry out business operations more efficiently, the attributes of the people involved in the work, such as the organizations they belong to, have become more diverse, making it difficult for system administrators to properly manage all of the people involved.

[0006] Therefore, the present disclosure proposes a management system, a management method, and a management program that can easily realize the management of work by multiple people. [Means for solving the problem]

[0007] In order to solve the above problems, one form of management system according to the present disclosure includes a first setting unit that sets multiple types of individual cases linked to a business operation; a second setting unit that sets conditions for each worker involved in the business operation indicating which types of cases they can be in charge of; a control unit that, when the worker specifies the type and applies to be in charge of a case, assigns a case from among the cases to the worker based on the conditions set for the worker; and an assignment unit that grants authority information for working on the assigned case to the worker of the assigned case. [Effects of the Invention]

[0008] According to one aspect of the embodiment, it is possible to easily realize the management of work by multiple people. [Brief explanation of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram illustrating an overview of a management process according to an embodiment. [Figure 2] FIG. 1 is a diagram (1) showing an example of a management screen according to an embodiment. [Figure 3] FIG. 10 is a diagram (2) showing an example of a management screen according to the embodiment. [Figure 4] FIG. 1 shows an example of the display of a management application screen. [Figure 5] FIG. 2 shows an example of the display of the management application screen. [Figure 6] FIG. 10 is a diagram (3) showing an example of a management screen according to the embodiment. [Figure 7] FIG. 3 shows an example of the display of the management application screen. [Figure 8] FIG. 4 shows an example of the display of the management application screen. [Figure 9] FIG. 4 is a diagram showing an example of a management screen according to the embodiment. [Figure 10] FIG. 2 is a diagram illustrating an example of the configuration of a management device according to the embodiment. [Figure 11] FIG. 2 is a diagram illustrating an example of a business information storage unit according to the embodiment. [Figure 12] FIG. 4 is a diagram illustrating an example of a worker information storage unit according to the embodiment. [Figure 13] FIG. 4 is a diagram illustrating an example of an extraction condition storage unit according to the embodiment. [Figure 14] 10 is a flowchart illustrating an example of a processing procedure according to the embodiment. [Figure 15] FIG. 2 is a hardware configuration diagram illustrating an example of a computer that realizes the functions of a management device. DETAILED DESCRIPTION OF THE INVENTION

[0010] Hereinafter, embodiments of the present disclosure will be described in detail with reference to the drawings. In the following embodiments, the same components are designated by the same reference numerals, and redundant description will be omitted.

[0011] (1. Embodiment) (1-1. Overview of management process according to embodiment) FIG. 1 is a diagram illustrating an overview of management processing according to an embodiment. The management processing according to the embodiment is executed by a management system 1 shown in FIG. 1. The management system 1 includes a management device 100 and an operation system 200. In the embodiment, the management system 1 is operated by an organization that performs a so-called BPO (Business Process Outsourcing) business, which carries out a predetermined business outsourced by another company. For example, the management system 1 manages the progress of work, performs a management process to assign workers in charge of each work, and provides the workers with a work environment in which to perform the actual work.

[0012] The management device 100 is an information processing device that executes the management process according to the embodiment. For example, the management device 100 is a server installed in an organization or business that performs management work, or a cloud server provided by the organization or business. The management device 100 executes the management process according to the embodiment based on information input by an administrator 10 that belongs to the organization that operates the management system 1, for example.

[0013] The work system 200 is a system for performing work related to an external order. For example, the work system 200 is a server or the like that serves to provide each worker with a work environment for performing work related to a public works project. For example, when the work system 200 receives access from a worker 20A who is in charge of each task related to the project, it provides a work environment suited to the task that the worker 20A is performing.

[0014] As described above, the management system 1 is used in a so-called BPO business. In the embodiment, the management system 1 is operated by an organization that has been entrusted with a specific public project. The manager 10 inputs information about each task required for the project and information about the workers involved in each task into the management device 100. Based on the input information, the management device 100 proceeds to allocate workers to each task. Note that, hereinafter, each task assigned to each worker is referred to as a "case."

[0015] However, in such a management process, after a case is assigned to a worker, an inconvenient situation may occur, such as the worker resigning and being unable to work on the case, or the case not being completed within the expected period. Furthermore, when a person in charge is assigned to a certain case, an exclusive setting is usually made for that case, so there is a risk that the manager 10 will be late in noticing that the case is not progressing, or will be late in assigning that case to another worker.

[0016] For this reason, it is desirable for the management system 1 to be able to appropriately proceed with the work in such cases by releasing the exclusion of each case or quickly assigning a new person in charge to the case. In other words, in the BPO business, there is a problem of wanting to easily manage the work of multiple people. Therefore, the management system 1 solves this problem by the management process described below. An overview of this management process will be explained below using Figure 1.

[0017] In the example shown in FIG. 1, a manager 10 is a user who manages the progress of work, and a worker 20A, an example of a worker, is a user who is in charge of a specific project. For example, the manager 10 is a person who belongs to an organization that runs a BPO business, and the worker 20A is a person who receives work from the organization. In the following description, when individual workers are not distinguished, they will be collectively referred to as "workers 20."

[0018] In the example of FIG. 1, first, the administrator 10 inputs information about the worker 20 who will actually perform the work, the details of the work contracted in the BPO business, and the like into the management device 100 (step S10).

[0019] The management device 100 acquires worker information related to the worker 20 input by the manager 10 (step S12). The management device 100 also acquires task information input by the manager 10 (step S14).

[0020] The business information includes, for example, the name of the public works project that the organization has received an order for, and information on each project to complete the public works project. The project information includes, for example, the details of the work, such as "input" for inputting predetermined information and "review" for reviewing the input information.

[0021] The worker information may include attribute information such as the name and gender of the worker 20, information on the cases that the worker 20 has been in charge of, and the aptitude and ability of the worker 20. Specifically, the manager 10 can set, for example, conditions for each worker 20 indicating which types of cases the worker 20 can be in charge of. This allows the manager 10 to prevent a worker 20 who is not suited to work on a specific case from being assigned to that case in advance.

[0022] Furthermore, the administrator 10 can view information such as the input information and information about the workers 20 to whom the cases are assigned via the management device 100. Fig. 2 shows an example of a screen that can be viewed by the administrator 10. Fig. 2 is a diagram (1) showing an example of a management screen according to the embodiment.

[0023] 2 shows a management tool screen 50 as an example of a management screen. The management tool screen 50 is an example of a screen display when the administrator 10 logs in to the management tool provided by the management device 100 using the login name "SV01." The management tool screen 50 includes management items 51 and a detailed information display 52. ​​On this screen, the administrator 10 can check the work currently in progress, information about the person in charge of each case, the progress of the case, etc.

[0024] The detailed information display 52 shown in Fig. 2 includes items such as the "submission application number" which is information that identifies the task, the "work date and time" which is the time when the worker 20A started the case, the "work type" which is information that identifies the case, and the "operation" which indicates the current status of the case. The detailed information display 52 also includes information that identifies the worker in charge of each case ("user 20A" in the example of Fig. 2). This allows the manager 10 to see at a glance what cases are assigned to workers in a certain task and what progress the cases are making.

[0025] Returning to FIG. 1, the explanation will be continued. After the administrator 10 inputs information into the management device 100, when an operator 20A desires to perform a task, the operator 20A requests the management device 100 to assign the task to the operator 20A (step S20). When the management device 100 receives the request to assign the task from the operator 20A, it assigns the task and associates the authority to perform the actual task (step S22). The authority is, for example, an account assigned to each operator 20A. The account assignment may be performed by the management device 100 or by the operation system 200. The operation system 200 checks whether the assigned authority is valid in the operation system 200 (step S24).

[0026] This series of processing will be explained using Fig. 3 and Fig. 4. Fig. 3 is a diagram (2) showing an example of a management screen according to the embodiment. Fig. 3 shows an example of a screen display when a request for control processing is made when the logged-in user is the administrator 10. Note that an example of a screen display when a worker 20A requests control will be described later with reference to Fig. 4.

[0027] 3 includes an application display 53 in addition to management items 51. The application display 53 is an example of a UI (User Interface) used for requesting case management, and includes a work selection item 54, an account assignment button 55, an account display 56, application items 57, a case processing button group 58, progress information 59, and a work selection button 60.

[0028] The work selection items 54 include multiple items that can be displayed in a pull-down menu. For example, when requesting allocation, the user selects information that identifies the case, such as the application type, procedure classification, or work type, from the pull-down menu, and after making the selection, presses the account allocation button 55. This allows the user to request the management device 100 to allocate an account to be used to work on the desired case. Note that while the example in FIG. 3 shows an example in which the user making the request is the administrator 10, it is usually the worker 20 who actually requests the allocation of the case.

[0029] When the account assignment button 55 is pressed, the management device 100 assigns an account to the requesting user. The account display 56 displays the account name and password available to the user. The account display 56 also displays the date and time the account was assigned. In this embodiment, an account is an account that can log in to the operation system 200. For example, a predetermined number of accounts are set in advance by the administrator 10 for each operation system 200 or each task ordered. Each time an application is made, the management device 100 assigns an unused account from among existing accounts to the requesting user. This allows the user to perform work in the operation system 200 without having to create a new account each time. Furthermore, the administrator 10 does not need to set up an account for each worker 20, which saves time and effort and is also useful in terms of security.

[0030] The user then copies the displayed account and password, and then presses the "Assign" button in the case processing button group 58. Upon receiving this operation, the management device 100 assigns the case to the user. When the management device 100 assigns the case to the user, a number for identifying the assigned business and case (called "Submission Application Number" in the example of FIG. 3) is displayed in the application item 57.

[0031] The management tool screen 50 may include progress information 59 for viewing the status of projects of any worker 20. On the management tool screen used by the worker 20, which will be described later, the worker 20 can view the progress of the projects in which he or she is involved by checking the information displayed in the progress information 59. The manager 10 can check the progress of the work of each worker 20 by using a search function, which will be described later in FIG. 9. Furthermore, if the manager 10 wants to display a different work from the work displayed on the management tool screen 50, the manager 10 can press a work selection button 60 to transition the management tool screen 50 to a screen for selecting another work.

[0032] Next, an example of a screen display when the worker 20A actually applies for control will be shown using Fig. 4. Fig. 4 is a diagram (1) showing an example of a display of a control application screen.

[0033] The application display 53A shown in FIG. 4 is a screen that is displayed when the worker 20A accesses the management tool provided by the management device 100 using the authority assigned to the worker, and the screen configuration is the same as the application display 53 shown in FIG. 3. That is, the worker 20A selects each item in the work selection items 54A using a pull-down menu, and after making the selection, presses the account assignment button 55A. Then, the account display 56A displays the account name "test@" that the worker 20A can use, the password "test123#", and the date and time the account was issued. In addition, the application item 57A displays the issuance application number.

[0034] After checking the displayed content, the worker 20A presses the "Assign" button in the case processing button group 58A. Upon receiving this operation, the management device 100 assigns the displayed case to the worker 20A. For example, the management device 100 automatically assigns a case to the worker 20A from among cases that require attention but are not assigned to any worker 20 or from among backlogged cases. Specifically, the management device 100 assigns to the worker 20A the backlogged case that requires the most immediate work (such as a case with a short deadline for completion of the work). The management device 100 may automatically assign cases based on worker information. For example, the management device 100 may preferentially assign to the worker 20A a case that is expected to be processed quickly by the worker 20A based on the similarity to cases that the worker 20A has handled in the past.

[0035] Once the assignment is complete, the application number for the case assigned to worker 20A is displayed in application item 57A. Worker 20A can also check the status of his or her own work in progress information 59A. If worker 20A wishes to initialize the input information and select a new task, he or she presses work selection button 60A.

[0036] Returning to FIG. 1, the explanation will be continued. The worker 20A, to whom an account and a job have been assigned, transmits information about the start of work to the management device 100 (step S30). When the management device 100 receives the information about the start of work, it acquires work information indicating that the worker 20A has started processing the job (step S32). Thereafter, the worker 20A accesses the work system 200 from his / her own terminal and starts the actual work using the assigned account. The work system 200 receives operations related to the actual work, such as input operations, by the worker 20A (step S34).

[0037] The manner in which the management device 100 manages the actual work from step S30 onward will be described with reference to Fig. 5 and subsequent figures. Fig. 5 is a diagram (2) showing a display example of the management application screen. That is, Fig. 5 shows a display example that is displayed when the worker 20A logs in to the management tool.

[0038] In the example shown in Fig. 5, the case processing has started, so a number is displayed in the issuance application number field 65A, as compared to Fig. 4. Furthermore, regarding the case, the worker 20A can view detailed information 66A.

[0039] While an item is being processed, the "Suspend" button and the "End" button in the item processing button group 58A are in a state where they can be pressed in the application display 53A. When the worker 20A wants to suspend work on the item, he or she presses the Suspend button. When the Suspend button is pressed, the management device 100 recognizes that the item processing has been suspended and suspends measurement of the work time. The management device 100 also changes the "status" of the item processing to "Suspended." At this time, the worker 20A can determine whether the current work is in the "Suspended" state by checking the progress information 59A.

[0040] For example, when worker 20A temporarily suspends work on a project due to a break, the end of the day's work hours, or other reasons, worker 20A presses the "suspend" button. Furthermore, when worker 20A resumes work, worker 20A presses the "resume" button. In this way, by receiving information from the operation of worker 20A, such as the suspension time and the time when work resumed, management device 100 can measure how much work time will be required for each project. This allows management device 100 to detect that an abnormal situation may have occurred with worker 20A, such as work being suspended and not resumed.

[0041] The worker 20A can check the status of the worker 20A as described above at any time using the management tool. This point will be described with reference to Fig. 6. Fig. 6 is a diagram (3) showing an example of a management screen according to the embodiment.

[0042] In response to an operation by worker 20A to select an item for checking what work worker 20A is currently doing, management device 100 displays progress information 67A in management item 52A shown in FIG. 6. Progress information 67A includes information on what project worker 20A is working on and what the work status is. This allows worker 20A to grasp information on the project he or she is in charge of in real time.

[0043] Next, a case where the worker 20A finishes the case will be described with reference to Fig. 7. Fig. 7 is a diagram (3) showing a display example of the management application screen.

[0044] 7, when worker 20A determines that he or she has finished the work related to the case, worker 20A presses the "End" button in the case processing button group 58A. In response, management device 100 displays a confirmation box 68, prompting worker 20A to confirm whether or not to end the case. When worker 20A confirms that he or she has finished the work, management device 100 registers in the database that the case has been completed.

[0045] Each worker 20 can check the status of such an instance from start to finish at any time using the management tool. This point will be explained using Fig. 8. Fig. 8 is a diagram (4) showing an example of the display of the management application screen.

[0046] The example of FIG. 8 shows a situation in which worker 20B is in charge of a case related to a different grant application number from worker 20A. Screen example 70 includes a grant application number field 71, progress information 72, and a work selection button 73. The grant application number field 71 displays the grant application number of the case that worker 20B is working on. The progress information 72 records a log of the number of times that worker 20B has interrupted or resumed work since starting the work. Worker 20B can check the status of his or her own work by checking the progress information. Furthermore, if worker 20B wants to view other information in the management tool, he or she presses the work selection button 73 to change the screen.

[0047] Furthermore, the administrator 10 can use the management tool to search for the status of each project and information about each worker. This will be explained with reference to Fig. 9. Fig. 9 is a diagram (4) showing an example of a management screen according to the embodiment.

[0048] 9, the management tool screen 50 includes a search item 80 and a search result 90. The administrator 10 can transition to this screen by selecting "Application Search" in the management item 51 of the management tool screen 50.

[0049] The search items 80 include a plurality of items for the administrator 10 to search for the status of a case. The administrator 10 inputs a desired search query in the search items 80 to cause the management device 100 to execute a search.

[0050] Search results 90 are displayed based on the search query. In the example of FIG. 9, the search results include an exclusion release button 91 along with the progress of the case. Normally, when a case is assigned to worker 20, an exclusion release function is activated in management device 100 to prevent other people from being assigned to the case. In other words, management device 100 performs processing to prevent cases that have already been assigned to worker 20 from being assigned to other people.

[0051] On the other hand, the administrator 10 may need to release the worker 20 from the case and assign it to another worker 20. Specifically, when an inconvenient situation occurs, such as when the worker 20 resigns and is unable to work on the case while still holding it, or when the case processing is not completed within the expected period, the administrator 10 requests that the exclusion be released. The management device 100 may be configured to notify the administrator 10 of a warning (alert) indicating that the case processing has not progressed beyond a predetermined time.

[0052] The administrator 10 presses the release exclusion button 91 for a case for which the administrator wishes to release the exclusion from among the cases displayed in the search results 90. When the release exclusion button 91 is pressed, the management device 100 overwrites the case information so that the case is no longer assigned to a worker 20. The administrator 10 may assign a worker 20 to the case himself, or may put the case back on hold again and wait until a new worker 20 requests to take charge.

[0053] Furthermore, if the administrator 10 desires to output the search results 90, the administrator 10 presses a CSV (Comma Separated Values) output button 92. This allows the administrator 10 to extract the results output in response to the search query as a CSV file.

[0054] As described above, the management system 1 can automatically manage a case based on the information of the worker 20 when a request is received from the worker 20. Furthermore, if the processing of a case has not progressed for a predetermined time or more, the management system 1 can release the exclusion for the case in accordance with a request from the administrator 10. Through these processes, the management system 1 can easily manage the work of multiple workers in a BPO business where multiple workers 20 are working on various cases, without causing the administrator 10 any trouble.

[0055] (1-2. Configuration of management device according to embodiment) Next, a configuration of the management device 100 that executes the management process according to the embodiment will be described. Fig. 10 is a diagram showing an example of the configuration of the management device 100 according to the embodiment.

[0056] As shown in FIG. 10, the management device 100 includes a communication unit 110, a storage unit 120, and a control unit .

[0057] The communication unit 110 is realized by, for example, a network interface controller or the like. The communication unit 110 is connected to a network N (for example, the Internet) by wire or wirelessly, and transmits and receives information to and from external devices such as the operation system 200 via the network N. For example, the communication unit 110 may transmit and receive information using any communication standard or communication technology such as Wi-Fi (registered trademark), Bluetooth (registered trademark), SIM (Subscriber Identity Module), or LPWA (Low Power Wide Area).

[0058] The storage unit 120 is realized by a storage device such as a semiconductor memory element such as a random access memory (RAM) or a flash memory. In the embodiment, the storage unit 120 includes a task information storage unit 121, a worker information storage unit 122, and an extraction condition storage unit 123.

[0059] 11 to 13, the information stored in storage unit 120 will be described. In the examples shown in Fig. 11 to 13, the information stored in storage unit 120 may be conceptually shown as "A01" or "B01", but in reality, each piece of information described below is stored in storage unit 120.

[0060] The task information storage unit 121 stores information about tasks performed by the worker 20. FIG. 11 shows an example of information stored in the task information storage unit 121. FIG. 11 is a diagram showing an example of the task information storage unit 121 according to the embodiment. In the example shown in FIG. 11, the task information storage unit 121 has items such as "task ID," "task type," "case," "worker conditions," "progress," and "exclusion setting."

[0061] "Task ID" indicates identification information for identifying a task. "Task type" indicates the type of task that the worker 20 is engaged in. "Case" indicates each task linked to the task. "Worker conditions" indicates the conditions required of the worker 20 in charge of the case. "Progress status" indicates the progress of the work being carried out by the worker 20 in charge of the case. "Exclusion setting" indicates whether or not an exclusion setting has been set for the case.

[0062] 11, the task with task ID "A01" is a public work project with a task type of "subsidy application," and tasks such as "input," "first review," and "second review" are set as cases associated with the task. Also, in the example shown in FIG. 11, the worker condition "B01" is set for the case "input," its progress status is "C01," and the exclusive setting is "yes," meaning that the worker 20 currently in charge of the case is set.

[0063] In the example of FIG. 11, one case of the same type is set for each task, but there may be a plurality of cases of the same type.

[0064] Next, the worker information storage unit 122 will be described. The worker information storage unit 122 stores information about users registered in the management tool, i.e., workers 20 engaged in work. Note that the users registered in the worker information storage unit 122 may include users with management authority, such as the administrator 10. FIG. 12 shows an example of information stored in the worker information storage unit 122. FIG. 12 is a diagram showing an example of the worker information storage unit 122 according to the embodiment. In the example shown in FIG. 12, the worker information storage unit 122 has items such as "user ID," "job title / affiliation," "condition setting information," and "account information."

[0065] "User ID" indicates identification information that identifies a user registered in the management tool. "Job title / affiliation" indicates the user's job title and affiliation. "Condition setting information" indicates information that is checked when a user engages in work. For example, condition setting information is attribute information such as work ability and experience, whether or not the user has qualifications, gender, etc. registered for the user. "Account information" indicates account information issued to the user when engaging in work.

[0066] That is, in the example shown in Figure 12, it is shown that a user with a user ID of "E01" has a job title / department of "F01", condition setting information of "G01", and account information of "H01".

[0067] Next, the extraction condition storage unit 123 will be described. The extraction condition storage unit 123 stores conditions for determining which cases are automatically extracted as candidates for exclusion release when the administrator 10 releases exclusion from a case. FIG. 13 shows an example of information stored in the extraction condition storage unit 123. FIG. 13 is a diagram showing an example of the extraction condition storage unit 123 according to the embodiment. In the example shown in FIG. 13, the extraction condition storage unit 123 has items such as "extraction condition ID," "extraction condition," and "applicable business."

[0068] "Extraction condition ID" indicates identification information that identifies the extraction condition. "Extraction condition" indicates the specific conditions for extracting a case. "Applicable business" indicates setting information related to the business or case to which the extraction condition is applied.

[0069] That is, in the example shown in Figure 13, the extraction condition for extraction condition ID "J01" is "no work history for 48 hours," and the task or case to which this condition applies is "M01."

[0070] 10, the explanation will be continued. The control unit 130 is realized by, for example, a CPU (Central Processing Unit), an MPU (Micro Processing Unit), a GPU (Graphics Processing Unit), or the like executing a program stored inside the management device 100 using RAM or the like as a work area. The control unit 130 is also a controller, and is realized by, for example, an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

[0071] As shown in FIG. 10, the control unit 130 includes a first setting unit 131, a second setting unit 132, a control unit 133, an assignment unit 134, an extraction unit 135, and a release unit 136.

[0072] The first setting unit 131 sets multiple types of individual cases linked to a business. For example, the first setting unit 131 acquires business information in a BPO business in accordance with an operation by the administrator 10, and sets individual tasks linked to the business as cases.

[0073] The second setting unit 132 sets conditions for each worker 20 involved in the work, indicating which types of cases the worker 20 can be in charge of. For example, the second setting unit 132 acquires worker information about the worker 20 in charge of the cases in accordance with the operation of the manager 10, and sets conditions such as what types of cases the worker 20 can be engaged in based on attribute information of the worker 20, etc.

[0074] When the worker 20 specifies the type and applies to be in charge of a case, the allocation unit 133 automatically allocates the case to the worker 20 from among the cases that have not been allocated among the cases set by the first setting unit 131, based on the conditions set for the worker 20. The allocation process can also be rephrased as a process by the management device 100 to assign a case to the worker 20.

[0075] For example, when the assign button shown in FIG. 4 or the like is pressed, the management unit 133 refers to a database such as the task information storage unit 121 to identify a backlogged case. The management unit 133 then determines whether the conditions of the worker 20 who requested the assignment are met, and if it is determined that the conditions are met, assigns the case to the worker 20 who made the request. For example, as shown in FIG. 5, if there is a backlogged case that matches the type of case specified by the worker 20 in the task selection item 54A, the management unit 133 assigns the backlogged case to the worker 20. If there are multiple backlogged cases, the management unit 133 may automatically assign the most suitable case to the worker 20 who made the assignment request based on the worker information of the worker 20. For example, if the worker 20 has previously handled the same or similar cases among the backlogged cases, the management unit 133 may preferentially assign the same or similar cases based on the history of the worker 20. Alternatively, the management unit 133 may prioritize the assignment of a case when it is estimated that the work time taken by the worker 20 in question when handling the same case or similar cases in the past is shorter than average and that the worker 20 is likely to be able to complete the work faster than others. The management unit 133 may use other criteria in the assignment process, such as the difficulty and workload of the case, the deadline for completing the work, and attribute information of the worker 20, such as the age and gender, as criteria for making assignments to the worker 20.

[0076] On the other hand, if there is some reason why the worker 20 who selected the application type, procedure classification, work type, etc. of the case cannot be in charge of the case, the control unit 133 may not accept a control request from the worker 20. For example, if the worker information of the worker 20 indicates that the worker 20 is not qualified to be in charge of the case, or if the worker 20 is in charge of another case, the control unit 133 may not accept a control request from the worker 20. Furthermore, if there is no case among the backlogged cases that is suitable for the worker 20 who made the application, the control unit 133 may perform processing such as returning an error to the worker 20.

[0077] The granting unit 134 grants authority information for engaging in work related to the case assigned by the managing unit 133 to the worker 20 of the assigned case. Specifically, the granting unit 134 grants to the worker 20, as authority information for engaging in work related to the assigned case, an account arbitrarily selected from a plurality of accounts preset in the work system 200 for engaging in the work. More specifically, the granting unit 134 identifies an available account from a plurality of accounts preset in the work system 200, and grants the identified account to the worker 20. The worker 20 can proceed with the actual work by logging in to the work environment provided by the work system 200 using the assigned account.

[0078] The timing of account assignment is arbitrary, and the assignment unit 134 may assign an account when the user specifies a case and presses the account assignment button 55, as shown in Figure 3, or may assign an account when the user presses the allocation button.

[0079] The extraction unit 135 extracts cases for which work cannot be continued from among the cases assigned by the control unit 133. For example, the extraction unit 135 extracts cases that match extraction conditions set by the administrator 10 when the processing status of the cases stored in the database matches the extraction conditions. At this time, the extraction unit 135 may issue an alert to a user with management authority, such as the administrator 10, notifying that a case has been extracted. For example, the extraction unit 135 may display a notification on a terminal used by the administrator 10, display a notification on a management tool to which the administrator 10 is logged in, or highlight the extracted case on a list screen of cases (by changing the color, enlarging the text, etc.). The alert may also be displayed in a daily report when the management tool outputs a daily report showing the work status for the day. If the management tool includes a retention management screen showing that a case is retained, the alert may be displayed on the screen.

[0080] When the extraction unit 135 extracts a case for which work cannot be continued, the release unit 136 returns the case for which work cannot be continued to a state in which it can be assigned to another worker 20. For example, when the manager 10 presses the exclusion release button 91 shown in FIG. 9 after the extraction unit 135 extracts a case, the release unit 136 returns the case to a state in which it can be assigned to another worker 20. Note that the release unit 136 may automatically release the exclusion of the case without an explicit operation by the manager 10.

[0081] (1-3. Example of procedure for exclusive release processing according to the embodiment) Next, an example of a processing procedure relating to exclusion release will be shown with reference to Fig. 14. Fig. 14 is a flowchart showing an example of a processing procedure according to the embodiment.

[0082] During the course of the business, the management device 100 periodically refers to a database such as the storage unit 120 to acquire work information (step S101). Subsequently, the management device 100 determines whether or not there is a case that meets the extraction conditions in the acquired work information (step S102). If there is no case that meets the extraction conditions in the work information (step S102; No), the management device 100 returns to the processing of step S101 and continues monitoring the work information.

[0083] On the other hand, if the work information contains a case that meets the extraction conditions (step S102; Yes), the management device 100 issues an alert to the administrator 10 or the like who has administrator authority in the management tool (step S103).

[0084] Thereafter, the management device 100 determines whether or not an exclusion release has been received from the administrator 10 for the extracted case (step S104). If an exclusion release has not been received from the administrator 10 (step S104; No), the management device 100 returns to the processing of step S101 and continues monitoring the work information.

[0085] On the other hand, when an exclusive release is received from the manager 10 (step S104; Yes), the management device 100 releases the exclusive setting of the item and returns the item to a state where it can be assigned to another worker 20 (step S105).

[0086] Thereafter, the management device 100 incorporates the released exclusion case into the backlog and resumes accepting allocation requests from the workers 20 (step S106).

[0087] (2. Modifications) (2-1. Automatic control after exclusive release) In the above embodiment, an example has been shown in which, after the exclusion of a job is released, the management device 100 again accepts a request to allocate the job. Here, the management device 100 may automatically allocate the job for which the exclusion has been released, without waiting for a request to allocate the job by the worker 20 or for manual allocation by the administrator 10.

[0088] For example, the management device 100 acquires information about the case for which exclusion has been released (such as the type of work, the work content of the case, the deadline, and the progress status). The management device 100 also acquires information about the worker 20 registered in the management tool (such as the worker's work experience, such as whether the worker is currently working on another case or has worked on similar cases in the past, and the worker's work ability, such as the speed at which the worker can complete the case). Based on the acquired information, the management device 100 determines the worker 20 who is suitable to work on the case for which exclusion has been released, and assigns the case to the determined worker 20. That is, based on the information set for each case by the first setting unit 131 and the conditions for the worker 20 set by the second setting unit 132, the management device 100 identifies the worker 20 who will be in charge of the case for which work cannot be continued, and automatically assigns the case for which work cannot be continued to the identified worker 20.

[0089] Generally, cases for which exclusion has been released are often those for which there is a strong need for an urgent response, such as when processing has been suspended for several days, etc. Therefore, instead of waiting for a different worker 20 to make a management request, the management device 100 automatically extracts a worker 20 who meets the conditions and automatically assigns the case to that worker, thereby enabling the case to be processed quickly.

[0090] The management device 100 may determine whether to automatically assign a released case based on various factors. For example, the management device 100 may determine whether to automatically assign a worker 20 to a case extracted by the extraction unit 135 based on at least one of the waiting time of the case, the deadline date and time of the work, and the priority set for the case. Specifically, the management device 100 determines to automatically assign a case whose waiting time (such as the time during which work is suspended or the time required to complete it) exceeds a predetermined time. Alternatively, the management device 100 may determine to automatically assign a case whose deadline is set within a predetermined time without waiting for assignment by the administrator 10. Alternatively, the management device 100 may determine to automatically assign a case whose priority is set for tasks and cases by the administrator 10 and a high-priority case is extracted. These automatic control conditions are merely examples, and the administrator 10 can set other conditions as desired on the management tool.

[0091] (2-2. Management System) In the above embodiment, an example was shown in which the management device 100 and the operation system 200 are different devices in the management system 1. However, the configuration of the management system 1 can be flexibly changed, and for example, the management system 1 may be operated as a single system that includes the management device 100 and the operation system 200.

[0092] (3. Other embodiments) The processing according to the above-described embodiment may be implemented in various different forms other than the above embodiment.

[0093] For example, among the processes described in the above embodiments, all or part of the processes described as being performed automatically can be performed manually, or all or part of the processes described as being performed manually can be performed automatically using a known method. Furthermore, the information including the processing procedures, specific names, various data, and parameters shown in the above documents and drawings can be changed as desired unless otherwise specified. For example, the various information shown in each drawing is not limited to the information shown in the drawings.

[0094] Furthermore, the components of each device shown in the figure are conceptual functional components and do not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or part of them can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc.

[0095] Furthermore, the above-described embodiments and modifications can be combined as appropriate within the scope of not causing any contradiction in the processing content.

[0096] Furthermore, the effects described in this specification are merely examples and are not limiting, and other effects may also be present.

[0097] (4. Effects of the Management System According to the Present Disclosure) As described above, the management system according to the present disclosure (the management system 1 in the embodiment) includes a first setting unit (the first setting unit 131 in the embodiment), a second setting unit (the second setting unit 132 in the embodiment), a managing unit (the managing unit 133 in the embodiment), and an assigning unit (the assigning unit 134 in the embodiment). The first setting unit sets multiple types of individual cases linked to a task. The second setting unit sets conditions for each worker involved in the task, indicating which types of cases the worker can be in charge of. When the worker specifies a type and applies to be in charge of a task, the assigning unit assigns a task to the worker based on the conditions set for the worker. The assigning unit assigns authority information for working on the assigned task to the worker.

[0098] In this way, the management system according to the present disclosure manages task information and worker information in a unified manner when managing multiple tasks in BPO, etc., and also performs processes such as assigning cases and granting authority information upon request from a worker. This eliminates the need for an administrator to manually configure management-related settings, such as assigning a large number of workers to a large number of cases, and thus makes it possible to easily manage the tasks of multiple people.

[0099] The management system may further include an extraction unit (extraction unit 135 in the embodiment) and a release unit (release unit 136 in the embodiment). The extraction unit extracts, from the assigned cases, cases for which work cannot be continued. When a case for which work cannot be continued is extracted, the release unit returns the case for which work cannot be continued to a state in which it can be assigned to another worker.

[0100] In this way, the management system can release the exclusion for cases where work could not be continued for some reason, such as when a worker resigns. This prevents the management system from being left unfinished and allows for smooth processing of outsourced work.

[0101] The extraction unit also extracts, from among the assigned cases, cases that match preset extraction conditions as cases for which work cannot be continued, and issues a warning to notify that they have been extracted.

[0102] In this way, by issuing an alert to the manager or the like, the management system can prevent a situation in which an incomplete case among a large number of cases is left unnoticed and remains unresolved.

[0103] Furthermore, when the extraction unit extracts a case for which work continuation has become impossible, the management unit identifies a worker in charge of the case for which work continuation has become impossible based on the information set by the first setting unit and the conditions set by the second setting unit, and assigns the case for which work continuation has become impossible to the identified worker. At this time, the management unit may determine whether to assign a worker to the case for which work continuation has become impossible based on at least one of the retention time of the case, the work deadline date and time of the case, and the priority set for the case, among the cases extracted by the extraction unit.

[0104] In this way, the management system can promote the prompt processing of backlogged cases by automatically assigning the next person in charge of the case for which exclusion has been released.

[0105] In addition, the granting unit grants to the worker an account arbitrarily selected from multiple accounts pre-set in the work system for engaging in the work, as authority information for engaging in work related to the assigned case.

[0106] In this way, the management system can issue accounts set up in the work system for each worker application, thereby eliminating the need to prepare new accounts for each worker, thereby simplifying the system design related to work.

[0107] (5. Hardware Configuration) Information devices such as the management device 100 and operation system 200 according to the above-described embodiments are realized by a computer 1000 having a configuration such as that shown in FIG. 15. The management device 100 according to the embodiment will be described below as an example. FIG. 15 is a hardware configuration diagram showing an example of a computer 1000 that realizes the functions of the management device 100. The computer 1000 has a CPU 1100, a RAM 1200, a ROM (Read Only Memory) 1300, a HDD (Hard Disk Drive) 1400, a communication interface 1500, and an input / output interface 1600. The components of the computer 1000 are connected by a bus 1050.

[0108] The CPU 1100 operates and controls each unit based on programs stored in the ROM 1300 or the HDD 1400. For example, the CPU 1100 loads the programs stored in the ROM 1300 or the HDD 1400 into the RAM 1200 and executes processing corresponding to the various programs.

[0109] The ROM 1300 stores boot programs such as a Basic Input Output System (BIOS) executed by the CPU 1100 when the computer 1000 is started, and programs that depend on the hardware of the computer 1000 .

[0110] HDD 1400 is a recording medium readable by computer 1000 that non-temporarily records programs executed by CPU 1100 and data used by such programs. Specifically, HDD 1400 is a recording medium that records a management program that executes management processing according to the present disclosure, which is an example of program data 1450.

[0111] The communication interface 1500 is an interface for connecting the computer 1000 to an external network 1550 (e.g., the Internet). For example, the CPU 1100 receives data from other devices and transmits data generated by the CPU 1100 to other devices via the communication interface 1500.

[0112] The input / output interface 1600 is an interface for connecting the input / output device 1650 and the computer 1000. For example, the CPU 1100 receives data from an input device such as a keyboard or a mouse via the input / output interface 1600. The CPU 1100 also transmits data to an output device such as a display, a speaker, or a printer via the input / output interface 1600. The input / output interface 1600 may also function as a media interface for reading programs and the like recorded on a predetermined recording medium. Examples of media include optical recording media such as a DVD (Digital Versatile Disc) or a PD (Phase Change Rewritable Disk), magneto-optical recording media such as an MO (Magneto-Optical disk), tape media, magnetic recording media, and semiconductor memories.

[0113] For example, when the computer 1000 functions as the management device 100 according to the embodiment, the CPU 1100 of the computer 1000 executes a management program loaded onto the RAM 1200, thereby realizing functions of the control unit 130 and the like. The HDD 1400 stores the management program according to the present disclosure and data in the storage unit 120. The CPU 1100 reads and executes program data 1450 from the HDD 1400, but as another example, the CPU 1100 may obtain these programs from another device via an external network 1550.

[0114] The embodiments of the present application have been described in detail above with reference to the drawings, but these are merely examples, and the present invention can be implemented in other forms that include the embodiments described in the Disclosure of the Invention section and that have been modified and improved in various ways based on the knowledge of those skilled in the art. [Explanation of symbols]

[0115] 1 Management System 10 Administrator 20 workers 100 Management device 110 Communications Department 120 Storage section 121 Business information storage unit 122 Operator information storage unit 123 Extraction condition storage section 130 Control Unit 131 First Setting Section 132 Second Setting Section 133 Control Department 134 Granting Department 135 Extraction part 136 Release section 200 Work System

Claims

1. a first setting unit that sets a plurality of types of individual cases that are linked to a task; a second setting unit that sets conditions indicating which types of cases among the cases each worker involved in the work can handle; a control unit that, when the worker specifies the type and applies to be in charge of a case, assigns a case to the worker from among the cases based on conditions set for the worker; an assignment unit that assigns authority information for working on the assigned project to a worker of the assigned project; an extraction unit that extracts cases for which work continuation has become impossible from among the assigned cases; a release unit that, when the case for which continuation of work has become impossible is extracted, returns the case for which continuation of work has become impossible to a state in which it can be assigned to another worker; A management system comprising:

2. The extraction unit Among the assigned cases, cases that meet preset extraction conditions are extracted as cases for which work continuation is impossible, and a warning is issued to notify that the cases have been extracted. The management system according to claim 1 .

3. The control unit is When the extraction unit extracts a case for which work continuation has become impossible, the unit identifies a worker in charge of the case for which work continuation has become impossible based on the information set by the first setting unit and the conditions set by the second setting unit, and assigns the case for which work continuation has become impossible to the identified worker. The management system according to claim 1 or 2.

4. The control unit is determining whether to assign a worker to the case for which work continuation has become impossible based on at least one of the retention time of the case, the deadline date and time of the case, and the priority set for the case among the cases extracted by the extraction unit; The management system according to claim 3 .

5. The granting unit assigning to the worker an account arbitrarily selected from a plurality of accounts preset in a work system for engaging in the work as authority information for engaging in the work related to the assigned case; The management system according to claim 1 or 2.

6. The computer Set up multiple types of individual projects that can be linked to business, Set conditions for each worker involved in the work that indicate which types of cases among the cases they can handle; When the worker specifies the type and applies to be in charge of a case, the system assigns a case to the worker based on the conditions set for the worker, granting authority information for engaging in work related to the assigned project to a worker of the assigned project; Among the assigned cases, cases for which work cannot be continued are extracted, When the case for which the continuation of work has become impossible is extracted, the case for which the continuation of work has become impossible is returned to a state in which it can be assigned to another worker. Management methods that include:

7. Computer, a first setting unit that sets a plurality of types of individual cases that are linked to a task; a second setting unit that sets conditions indicating which types of cases among the cases each worker involved in the work can handle; a control unit that, when the worker specifies the type and applies to be in charge of a case, assigns a case to the worker from among the cases based on conditions set for the worker; an assignment unit that assigns authority information for working on the assigned project to a worker of the assigned project; an extraction unit that extracts cases for which work continuation has become impossible from among the assigned cases; a release unit that, when the case for which continuation of work has become impossible is extracted, returns the case for which continuation of work has become impossible to a state in which it can be assigned to another worker; A management program for functioning as a management system having the above.

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