Information processing device, information processing system, and program

Abstract

To suppress duplicate business and the occurrence of trouble with a customer by simplifying input operation for a handover and information sharing between persons in charge with respect to a specific customer.SOLUTION: A management server 10 as an information processing device includes a control section 11. In the control section 11, a progress information management section 103 manages, on the basis of work progress information indicating the progress of each of a plurality of predetermined tasks constituting each of a plurality of predetermined businesses, business progress information indicating the progress of each of the plurality of businesses for each customer, a work progress information acquisition section 101 acquires work update instruction information on an instruction for an update of the work progress information, and a progress information update section 105 updates the managed work progress information and business progress information on the basis of the acquired work update instruction information.SELECTED DRAWING: Figure 4

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing system, and a program.

Background Art

[0002] There is known a technique for assisting handover between persons in charge (for example, salespersons or workpersons in charge) based on input work content and information regarding handover (for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] With the use of such a technique, handover and information sharing between persons in charge for a specific customer may often be insufficient because it is necessary to grasp individual circumstances for each customer and it may take time to input information. In this case, there is a risk of duplicate work between persons in charge and trouble with customers.

[0005] An object of the present invention is to simplify an input operation for handover and information sharing between persons in charge for a specific customer and suppress the occurrence of duplicate work and trouble with customers.

Means for Solving the Problems

[0006] The invention described in claim 1 is an information processing device characterized by having: a management means for managing work progress information for each of a predetermined number of tasks that constitute each of a predetermined number of tasks, based on work progress information indicating the progress status of each of a predetermined number of tasks for each predetermined number of tasks, for each customer; an acquisition means for acquiring work update instruction information relating to instructions for updating the work progress information; and an update means for updating the work progress information and the business progress information managed by the management means based on the acquired work update instruction information. The invention described in claim 2 is an information processing device according to claim 1, characterized in that the instruction to update the work progress information is an instruction by the person in charge of the first of the plurality of tasks to update the work progress information of the second task. The invention described in claim 3 is an information processing device according to claim 1, characterized in that the acquisition means further acquires business update instruction information relating to the instruction to update the business progress information, and the update means further updates the business progress information based on the acquired business update instruction information. The invention described in claim 4 is an information processing device according to claim 3, characterized in that the instruction to update the work progress information is an instruction to update the work progress information of the second work by a person in charge of at least a part of the first work among the plurality of work. The invention described in claim 5 is an information processing device according to claim 1, characterized in that the management means manages by associating the work progress information and the business progress information with information that can uniquely identify the customer and storing them in a predetermined database. The invention described in claim 6 is an information processing device characterized by having an input operation receiving means for receiving an input operation to instruct the updating of work progress information indicating the progress status of each of a predetermined number of tasks that constitute each of a predetermined number of tasks, and a transmission control means for performing control to transmit the information input by the input operation as work update instruction information relating to the instruction to update the work progress information. The invention described in claim 7 is an information processing device according to claim 6, characterized in that the input operation is an input operation for instructing the person in charge of the first of the plurality of operations to update the work progress information of the second operation. The invention described in claim 8 is an information processing device according to claim 6, characterized in that the input operation receiving means further receives an input operation for instructing the updating of work progress information indicating the progress status of each of the plurality of tasks, and the transmission control means performs control to transmit the information input by the input operation as work update instruction information relating to the instruction to update the work progress information. The invention described in claim 9 is an information processing device according to claim 8, characterized in that the input operation is an input operation for instructing a person in charge of at least a part of the first task among the plurality of tasks to update the task progress information of the second task. The invention described in claim 10 is an information processing device according to claim 8, characterized in that the input operation for instructing the updating of the work progress information and the business progress information is an input operation performed on a user interface that can be accepted by each customer. The invention described in claim 11 is an information processing device according to claim 10, characterized in that the user interface is displayed via predetermined application software or a website depending on the type of machine operated by the customer. The invention described in claim 12 is an information processing system characterized by comprising: a management means for managing work progress information for each of a predetermined number of tasks that constitute each of a predetermined number of tasks, based on work progress information indicating the progress status of each of a predetermined number of tasks for each predetermined number of tasks, for each customer; an input operation receiving means for receiving an input operation to instruct the updating of the work progress information; a transmission control means for performing control to transmit the information input by the input operation as work update instruction information relating to the instruction to update the work progress information; an acquisition means for acquiring the work update instruction information; and an update means for updating the work progress information managed by the management means based on the work update instruction information. The invention described in claim 13 is a program for a computer that enables the following functions: a function to manage work progress information for each customer, based on work progress information indicating the progress status of each of a predetermined set of tasks that constitute each of a predetermined set of tasks; a function to acquire work update instruction information relating to instructions for updating the work progress information; and a function to update the work progress information based on the acquired work update instruction information. [Effects of the Invention]

[0007] According to claim 1 of the present invention, it is possible to provide an information processing device that simplifies input operations for the handover of tasks and work and information sharing between personnel in charge of a specific customer, thereby suppressing the occurrence of duplicate tasks and troubles with customers. According to the present invention of claim 2, it is possible to simplify input operations for handover and information sharing between personnel in charge of different tasks within the same business for a specific customer, thereby suppressing the occurrence of duplicate work and problems with customers. According to the present invention of claim 3, input operations for handing over tasks and sharing information between personnel responsible for a specific customer can be simplified, thereby suppressing the occurrence of duplicate tasks and problems with customers. According to the present invention of claim 4, it is possible to simplify input operations for handover and information sharing between personnel in charge of different tasks for a specific customer, thereby suppressing duplicate tasks and the occurrence of problems with customers. According to the present invention of claim 5, since the progress of work and tasks is managed for each customer, customer contacts can be connected from points (one-off individual cases) to lines (sustainable ongoing cases). According to claim 6 of the present invention, it is possible to provide an information processing device that simplifies input operations for handing over information and sharing between personnel responsible for a specific customer, thereby suppressing the occurrence of duplicate work and customer disputes. According to the present invention of claim 7, it is possible to simplify input operations for handover and information sharing between personnel in charge of different tasks within the same business for a specific customer, thereby suppressing the occurrence of duplicate work and problems with customers. According to the present invention of claim 8, input operations for handing over tasks and sharing information between personnel responsible for a specific customer can be simplified, thereby suppressing the occurrence of duplicate tasks and problems with customers. According to the present invention of claim 9, it is possible to simplify input operations for handover and information sharing between personnel in charge of different tasks for a particular customer, thereby suppressing duplicate tasks and the occurrence of problems with customers. According to the present invention of claim 10, even busy personnel can input information for handover and information sharing with simple operations. According to the present invention of claim 11, even busy personnel can input information for handover and information sharing with simple operations, regardless of the type of information processing device they are operating. According to the present invention of claim 12, it is possible to provide an information processing system that simplifies input operations for handing over responsibilities and sharing information between personnel responsible for specific customers, thereby suppressing the occurrence of duplicate work and customer disputes. According to claim 13 of the present invention, it is possible to provide a program that simplifies input operations for handing over responsibilities and sharing information between personnel responsible for specific customers, thereby suppressing the occurrence of duplicate work and customer disputes. [Brief explanation of the drawing]

[0008] [Figure 1] This figure shows an example of the overall configuration of an information processing system to which this embodiment is applied. [Figure 2] This figure shows the hardware configuration of the management server as an information processing device to which this embodiment is applied. [Figure 3] This figure shows the hardware configuration of a user terminal, which serves as an information processing device to which this embodiment is applied. [Figure 4] This diagram shows the functional configuration of the control unit of the management server. [Figure 5] It is a diagram showing the functional configuration of the control unit of the user terminal. [Figure 6] It is a flowchart showing the processing flow of the management server. [Figure 7] It is a flowchart showing the processing flow of the user terminal operated by the person in charge of the first task. [Figure 8] It is a flowchart showing the processing flow of the user terminal operated by the person in charge of the second task. [Figure 9] It is a diagram showing a specific example of the relationship between business and work. [Figure 10] It is a diagram showing a specific example of the user interface displayed on the display unit of the user terminal. [Figure 11] It is a diagram showing a specific example of the user interface displayed on the display unit of the user terminal. [Figure 12] It is a diagram showing a specific example of the user interface displayed on the display unit of the user terminal.

Embodiments for Carrying out the Invention

[0009] Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. (Configuration of the Information Processing System) FIG. 1 is a diagram showing an example of the overall configuration of an information processing system 1 to which the present embodiment is applied. The information processing system 1 is configured by connecting a management server 10 and user terminals 30-1 to 30-n (n is an integer value of 2 or more) via a network 90. The network 90 is, for example, a LAN (Local Area Network), the Internet, or the like. When it is not necessary to individually describe each of the user terminals 30-1 to 30-n, they are collectively referred to as the user terminal 30.

[0010] The management server 10 is an information processing device that acts as a server for managing the entire information processing system 1. For example, the management server 10 stores information indicating the progress status of each of the predetermined tasks that constitute each of the predetermined tasks (hereinafter referred to as "task progress information") in a database and manages it for each customer.

[0011] Furthermore, for example, the management server 10 acquires information regarding instructions to update work progress information (hereinafter referred to as "work update instruction information") transmitted from the user terminal 30, and updates the work progress information and business progress information stored in the database based on that work update instruction information. Furthermore, for example, the management server 10 acquires information regarding instructions to update business progress information (hereinafter referred to as "business update instruction information") transmitted from the user terminal 30, and updates the business progress information stored in the database based on that business update instruction information. Details of these processes performed by the management server 10 will be described later.

[0012] The user terminal 30 is an information processing device such as a personal computer, smartphone, or tablet terminal operated by the user. For example, the user terminal 30 displays a predetermined user interface on the display unit 36 ​​(see Figure 3). Also, for example, the user terminal 30 displays information transmitted and received from the management server 10 or an external source on the user interface. Examples of information displayed on the user interface include work progress information and business progress information.

[0013] Furthermore, the user terminal 30 receives input information entered into the user interface and transmits it to the management server 10. Examples of input information transmitted from the user terminal 30 to the management server 10 include work update instruction information and business update instruction information. Details of these processes performed by the user terminal 30 will be described later.

[0014] The above-described processing of the management server 10 and user terminal 30, which constitute the information processing system 1, is merely an example, and it is sufficient that the information processing system 1 as a whole has the functionality to realize the above-described processing. For this reason, some or all of the functions that realize the above-described processing may be shared or collaborated within the information processing system 1. That is, some or all of the functions of the management server 10 may be functions of the user terminal 30, or some or all of the functions of the user terminal 30 may be functions of the management server 10. Furthermore, some or all of the functions of the management server 10 and user terminal 30, which constitute the information processing system 1, may be transferred to other servers, etc., not shown in the diagram. This will facilitate processing for the information processing system 1 as a whole, and it will also be possible for the processing to complement each other.

[0015] (Management server hardware configuration) Figure 2 shows the hardware configuration of the management server 10, which is an information processing device to which this embodiment is applied. The management server 10 includes a control unit 11, a memory 12, a storage unit 13, a communication unit 14, an operation unit 15, and a display unit 16. These units are connected by a data bus, an address bus, a PCI (Peripheral Component Interconnect) bus, etc.

[0016] The control unit 11 is a processor that controls the functions of the management server 10 through the execution of various software such as the OS (operating system) and application software. The control unit 11 is composed of, for example, a CPU (Central Processing Unit). The memory 12 is a storage area that stores various software and data used for its execution, and is used as a work area during calculations. The memory 12 is composed of, for example, RAM (Random Access Memory).

[0017] The storage unit 13 is a storage area that stores input data for various software and output data from various software. The storage unit 13 is composed of, for example, an HDD (Hard Disk Drive), an SSD (Solid State Drive), or semiconductor memory used to store programs and various setting data. The storage unit 13 stores a database for storing various information, such as a progress DB 131 which stores business progress information and work progress information for each customer.

[0018] The communication unit 14 transmits and receives data between the user terminal 30 and the outside world via the network 90. ​​The operation unit 15 consists of, for example, a keyboard, mouse, mechanical buttons, and switches, and accepts input operations. The operation unit 15 also includes a touch sensor that forms a touch panel integrally with the display unit 16. The display unit 16 consists of, for example, a liquid crystal display or an organic EL (=Electro Luminescence) display used for displaying information, and displays image and text data.

[0019] (User terminal hardware configuration) Figure 3 shows the hardware configuration of a user terminal 30, which is an information processing device to which this embodiment is applied. The user terminal 30 has hardware configurations corresponding to the control unit 11, memory 12, storage unit 13, communication unit 14, operation unit 15, and display unit 16 of the management server 10 shown in Figure 2, as well as an imaging unit 37. These units are connected by a data bus, address bus, PCI bus, etc.

[0020] In other words, the user terminal 30 has a control unit 31 composed of a processor such as a CPU, a memory 32 composed of a storage area such as RAM, and a storage unit 33 composed of a storage area such as an HDD, SSD, or semiconductor memory. It also has a communication unit 34 that sends and receives data to and from the management server 10 and external parties via the network 90.

[0021] Furthermore, the user terminal 30 has an operation unit 35 consisting of a keyboard, mouse, touch panel, etc., and a display unit 36 ​​consisting of a liquid crystal display or an organic EL display, etc. It also has an imaging unit 37 consisting of a camera, etc., which also functions as a camera viewfinder, and captures images of subjects displayed on the display unit 36 ​​and acquires them as image data.

[0022] (Functional configuration of the control unit of the management server) Figure 4 shows the functional configuration of the control unit 11 of the management server 10. The control unit 11 of the management server 10 functions as follows: work progress information acquisition unit 101, business progress information generation unit 102, progress information management unit 103, instruction information acquisition unit 104, progress information update unit 105, and transmission control unit 106.

[0023] The work progress information acquisition unit 101 acquires work progress information transmitted from the user terminal 30. Examples of acquired work progress information include information indicating that the stage is to visit the customer and offer greetings, information indicating that the stage is to make a proposal to the customer, information indicating that the stage is to conduct on-site inspections and surveys, information indicating that the stage is to submit a quotation to the customer, information indicating that the stage is to design the products or services to be provided to the customer, information indicating that the stage is to negotiate or hold meetings with the customer, and information indicating that the stage is to exchange a contract with the customer.

[0024] The business progress information generation unit 102 generates business progress information based on multiple work progress information acquired by the work progress information acquisition unit 101. Examples of the business progress information that is generated include information indicating that the product or service is being sold to the customer, information indicating that activities to expand customer contact points by proactively engaging with customers (hereinafter referred to as "proactive contact activities") are being carried out, information indicating that after-sales support is being provided after the product or service has been sold, information indicating that work necessary for the start of use of the product or service is being carried out (for example, opening the gas valve if the product is a gas appliance), information indicating that repairs are being carried out on equipment provided to the customer as a product, and information indicating that periodic safety inspections are being carried out on equipment provided to the customer as a product.

[0025] The progress information management unit 103 manages the progress information for each of multiple tasks for each customer, based on the progress information for each of the multiple tasks. Specifically, the management server 10 associates the work progress information and the task progress information with information that can uniquely identify the customer and stores and manages this information in the progress DB 131 (see Figure 2) of the storage unit 13. Examples of "information that can uniquely identify the customer" include the customer's name and customer ID.

[0026] For example, suppose it is predetermined that a single business operation, "sales," is completed when three tasks—"on-site survey," "estimation," and "installation"—are completed in sequence. In this case, the work progress information would include information indicating that the currently ongoing task is one of these three: "on-site survey," "estimation," or "installation." The business progress information would also include information indicating that the currently ongoing business operation is "sales."

[0027] The instruction information acquisition unit 104 acquires work update instruction information transmitted from the user terminal 30. In this case, the person in charge of the first task transmits the work update instruction information using the user terminal 30. That is, the instruction to update work progress information is an instruction by the person in charge of the first task among multiple tasks to update the work progress information of the second task. For example, as in the example above, suppose that when three tasks, "on-site survey," "estimation," and "installation," are completed in order, one business, "sales," is completed, and the first task is "on-site survey." In this case, the instruction to update work progress information is an instruction by the person in charge of the "on-site survey" task to update the work progress information of the "estimation" task (the second task).

[0028] Furthermore, the instruction information acquisition unit 104 acquires the business update instruction information transmitted from the user terminal 30. In this case, the person responsible for at least a part of the first business transmits the business update instruction information using the user terminal 30. That is, the instruction to update business progress information is an instruction to update the business progress information of the second business by the person responsible for at least a part of the first business among multiple business tasks. For example, suppose the business following "sales" is "after-sales service," and the first business is "sales." In this case, the instruction to update business progress information is an instruction to update the business progress information of the "after-sales service" business (the second business) by the person responsible for at least a part of the "sales" business.

[0029] The progress information update unit 105 updates the work progress information and business progress information stored in the progress DB 131 of the storage unit 13 based on the work update instruction information acquired by the instruction information acquisition unit 104. In other words, when the work progress information is updated based on the work update instruction information, the business progress information affected by that update is also automatically updated. In addition, the progress information update unit 105 updates the business progress information stored in the progress DB 131 based on the business update instruction information acquired by the instruction information acquisition unit 104.

[0030] For example, similar to the example above, suppose that one task, "sales," is completed when three tasks—"on-site survey," "quotation," and "installation"—are completed in sequence, and the next task after "sales" is "after-sales support." Furthermore, suppose that the first task identified by the work progress information is "sales," the first task identified by the work progress information is "quotation," and that the user who performed the "quotation" task (for example, a sales representative) receives an installation request from a customer.

[0031] In this case, the user who performed the "estimation" task operates the user terminal 30 to send task update instruction information. This task update instruction information includes instructions to update the currently ongoing task from "estimation" to "installation". Therefore, the progress information update unit 105 updates the task identified by the task progress information stored in the database from "estimation" to "installation".

[0032] After the installation work is completed, the "sales" task is considered complete. The user who completed the installation work (for example, the person in charge of the work) then operates the user terminal 30 to send task update instruction information to update the currently ongoing task from "sales" to the next task, "after-sales support." The task update instruction information sent from the user terminal 30 includes instructions to update the currently ongoing task from "sales" to "after-sales support." Therefore, the progress information update unit 105 updates the task identified by the task progress information stored in the database from "sales" to "after-sales support."

[0033] The transmission control unit 106 controls the transmission of various information to the user terminal 30 or an external source via the communication unit 14 (see Figure 2). For example, the transmission control unit 106 controls the transmission of work progress information to the user terminal 30. The transmission control unit 106 also controls the transmission of work progress information generated by the work progress information generation unit 102 to the user terminal 30.

[0034] (Functional configuration of the user terminal's control unit) Figure 5 shows the functional configuration of the control unit 31 of the user terminal 30. The control unit 31 of the user terminal 30 functions as an information acquisition unit 301, a display control unit 302, an input operation reception unit 303, and a transmission control unit 304.

[0035] The information acquisition unit 301 acquires various types of information. For example, the information acquisition unit 301 acquires information transmitted from the management server 10 and from external sources. Examples of information transmitted from the management server 10 include business progress information and work progress information.

[0036] The display control unit 302 controls the display of various information on the display unit 36 ​​(see Figure 3) as a display means. For example, the display control unit 302 controls the display of a user interface on the display unit 36. The user interface can be displayed by launching user-facing application software pre-installed on the user terminal 30, or by accessing a user-facing website.

[0037] The user interface displays, for example, work progress information and business progress information for each customer. The user interface also displays input fields for entering work update instructions and business update instructions. Specific examples of the work progress information and business progress information displayed in the user interface, as well as specific examples of the input fields for entering work update instructions and business update instructions, will be described later with reference to Figures 10 to 12.

[0038] The input operation receiving unit 303 accepts user input operations as an input operation receiving means. User input operations include touch operations with fingers and mouse operations. The input operation receiving unit 303 accepts input operations to launch application software. In addition, the input operation receiving unit 303 accepts various information entered via the user interface displayed on the display unit 36 ​​when the application software is launched.

[0039] Input operations performed via the user interface include, for example, input operations to instruct the updating of work progress information, input operations to instruct the updating of business progress information, and input operations to send information related to inquiries about work progress information and business progress information (hereinafter referred to as "inquiry information") to the management server 10. Of these, the input operation to instruct the updating of work progress information is an input operation to instruct the person in charge of the first task, which is one of several tasks that constitute a business, to update the work progress information of the second task. Similarly, the input operation to instruct the updating of business progress information is an input operation to instruct the person in charge of the first task, which is one of several business processes, to update the business progress information of the second task.

[0040] The transmission control unit 304 controls the transmission of various information to the management server 10 or an external source via the communication unit 34 (see Figure 3). For example, the transmission control unit 304 controls the transmission of input information received by the input operation reception unit 303 to the management server 10. Examples of information transmitted to the management server 10 include work update instruction information, business update instruction information, work progress information, and inquiry information related to each of the business progress information.

[0041] (Processing by the management server) Figure 6 is a flowchart showing the processing flow of the management server 10. In the following, operations on user terminal 30-1 will be performed by the person in charge of the first task, and operations on user terminal 30-2 will be performed by the person in charge of the second task. When the management server 10 receives work progress information from the user terminal 30-1 (YES in step 601), it retrieves that work progress information (step 602). However, if no work progress information has been received (NO in step 601), the management server 10 repeats step 601 until work progress information is received.

[0042] The management server 10 generates business progress information based on the work progress information obtained in step 602 (step 603), and stores the generated business progress information in a database for management on a per-customer basis (step 604). Specifically, the management server 10 associates the work progress information and business progress information with information that can uniquely identify a customer (e.g., customer name, customer ID, etc.) and stores and manages it in the progress DB 131 (see Figure 2) of the storage unit 13.

[0043] When the management server 10 receives work update instruction information from the user terminal 30-1 (YES in step 605), it acquires the work update instruction information (step 606) and updates the work progress information and business progress information stored in the database based on the acquired work update instruction information (step 607). On the other hand, if no work update instruction information has been received (NO in step 605), the management server 10 proceeds to step 608.

[0044] When the management server 10 receives a business update instruction from the user terminal 30-1 (YES in step 608), it acquires the business update instruction (step 609) and updates the business progress information stored in the database based on the acquired business update instruction (step 610). Conversely, if no business update instruction is received from the user terminal 30-1 (NO in step 608), the management server 10 proceeds to step 611.

[0045] When the management server 10 receives inquiry information regarding work progress information and business progress information from the user terminal 30-2 (YES in step 611), it retrieves the inquiry information (step 612) and sends the work update instruction information and work update instruction information updated in steps 607 and 610, respectively, to the user terminal 30-2 (step 613). If no inquiry information has been received (NO in step 611), the management server 10 repeats step 611 until inquiry information is received.

[0046] (Processing on the user terminal) Figure 7 is a flowchart showing the processing flow of user terminal 30-1 operated by the person responsible for the first task. When an input operation to start the application software is performed on the user terminal 30-1 (YES in step 701), the user interface is displayed on the display unit 36 ​​(see Figure 3) (step 702). Conversely, if no input operation to start the application software is performed (NO in step 701), the user terminal 30-1 repeats step 701 until an input operation to start the application software is performed.

[0047] When user terminal 30-1 receives an input operation via the user interface to instruct the updating of work progress information (YES in step 703), it accepts the input operation (step 704) and sends the input information to the management server 10 as work update instruction information (step 705). If, however, no input operation to instruct the updating of work progress information has been performed (NO in step 703), the process proceeds to step 706.

[0048] When user terminal 30-1 receives an input operation via the user interface to instruct the updating of work progress information (YES in step 706), it accepts the input operation (step 707) and sends the input information to the management server 10 as work update instruction information (step 708). If no input operation to instruct the updating of work progress information has been performed (NO in step 706), the process returns to step 703.

[0049] Figure 8 is a flowchart showing the processing flow of user terminal 30-2 operated by the person in charge of the second task. Note that the processes in steps 801 and 802 in Figure 8 are the same as the processes in steps 701 and 702 in Figure 7, and therefore their explanation is omitted.

[0050] When user terminal 30-2 receives an input operation to display work progress information via the user interface (YES in step 803), it accepts the input operation (step 804) and sends the input information to the management server 10 as inquiry information regarding work progress information (step 805). If no input operation to display work progress information has been performed (NO in step 803), the process proceeds to step 806.

[0051] When user terminal 30-2 receives an input operation via the user interface to display work progress information (YES in step 806), it accepts the input operation (step 807) and sends the input information to the management server 10 as inquiry information regarding work progress information (step 808). If no input operation to display work progress information has been performed (NO in step 806), the process returns to step 803.

[0052] (Specific example) Figure 9 shows a specific example of the relationship between tasks and work. Figure 9 shows that "Proactive Contact Activities" and "Sales" represent types of work in organizations with multiple users. "Sales" and "Schedule Visits" represent types of tasks that make up the "Proactive Contact Activities" task, while "Site Survey," "Quotation," and "Installation" represent types of tasks that make up the "Sales" task.

[0053] Furthermore, as shown in Figure 9, in terms of progress management, the next item after "proactive contact activity" is "sales." Therefore, if "proactive contact activity" is the first task described above, "sales" becomes the second task. Also, if "sales" is the first task described above, "scheduling a visit date" becomes the second task described above. If "on-site survey" is the first task described above, "quotation" becomes the second task described above. Also, if "quotation" is the first task described above, "installation" becomes the second task described above.

[0054] For example, suppose that in an organization with multiple users, the first user, who is in charge of "sales," conducts "sales" as part of "proactive contact activities," and as a result acquires a new customer. In this case, the first user gives instructions to the second user, who is in charge of "scheduling visit dates," a task that follows "sales," to start the work. Specifically, the first user gives instructions to the second user to start the work by performing input operations on the user interface displayed on the user terminal 30 to update the work progress information. The information entered by the first user is sent to the management server 10 as work update instruction information. Subsequently, the management server 10 updates the work progress information, and the updated work progress information is presented to the second user.

[0055] Next, the second user performs "Visit Date Adjustment" in "Proactive Contact Activities" based on the updated work progress information, and as a result, the date and time for the on-site survey are determined. In this case, the second user issues instructions to the third user, who is in charge of the "On-site Survey" in "Sales," which is the next item in "Proactive Contact Activities," to start the work. Specifically, the second user issues instructions to the third user to start the work and tasks by inputting information into the user interface displayed on the user terminal 30 to update the work progress information. The information entered by the second user is sent to the management server 10 as work update instruction information. Subsequently, the management server 10 updates the work progress information, and the updated work progress information is presented to the third user.

[0056] Next, suppose a third user conducts a "site survey" for "sales," and as a result, receives a request for a quote from the customer. In this case, the third user instructs the fourth user, who is responsible for the "quote" task following the "site survey," to begin work. Subsequently, suppose the fourth user prepares the "quote" for "sales," and as a result, receives acceptance of the quote, a request to purchase the product, and a request for installation of the sold product from the customer. In this case, the fourth user instructs the fifth user, who is responsible for the "installation" task following the "quote," to begin work.

[0057] The specific processing flow for the third user's instruction to the fourth user to begin work, and the fourth user's instruction to the fifth user to begin work, is the same as in the case of the first user's instruction to update the work progress information described above, and therefore will not be explained. Also, although not shown in the diagram, if there is work for the next "sales" project (for example, after-sales service), the fifth user will give the sixth user, who will be in charge of the work for the next "sales" project, the same instructions as those given by the second user described above.

[0058] In the following examples shown in Figures 10 to 12, the input operation of the first user, who is in charge of the first task, on the user terminal 30 to issue an instruction to the second user, who is in charge of the second task that follows the first task, will be called "continuation task instruction registration," and issuing an instruction for the next task will be called "next task registration."

[0059] Figures 10 to 12 show specific examples of user interfaces displayed on the display unit 36 ​​of the user terminal 30. Figure 10 shows a specific example of the user interface displayed on the display unit 36 ​​of the user terminal 30 when the user performs "Continuing Work Instruction Registration" and "Next Case Registration" through user input operations. Of these, the user interface shown in Figure 10(A) includes an information display field R1 where information such as announcements to the user is displayed, a button B1 labeled "Today's Work Instructions", a button B2 labeled "Continuing Work Instructions", a button B3 labeled "Next Case", a button B4 labeled "Continuing Work Instruction Registration", and a button B5 labeled "Next Case Registration".

[0060] Information display area R1 displays messages that should be made known to the user, such as messages indicating that there are instructions regarding tasks the user should perform that day, messages indicating that a continuing work instruction related to the user has been registered, and messages indicating that a next project related to the user has been registered. Button B1 is the button that the user presses to check the tasks that the user should perform that day. Button B2 is the button that the user presses to check the content of continuing work instructions related to them. Button B3 is the button that the user presses to check the content of the next project related to them. Button B4 is the button that the user presses to register a continuing work instruction. Button B5 is the button that the user presses to register a next project.

[0061] The user interface shown in Figure 10(B) is the user interface that is displayed when buttons B1 to B3 shown in Figure 10(A) are pressed. The user interface shown in Figure 10(B) displays an information display area R2. The information display area R2 displays the content of the work that the user should perform as "work instruction information". As shown in Figure 10(B), the "work instruction information" includes the work instruction number, installation location number, work category, and work detail category. Of these, the "work category" corresponds to the "work" mentioned above. Also, the "work detail category" corresponds to the "work" mentioned above. Note that the information display area R2 shown in Figure 10(B) may be displayed alongside the user interface shown in Figure 10(A), or it may be displayed individually.

[0062] Figure 11 shows a specific example of the user interface displayed when button B4, labeled "Register Continuous Work Instruction" in Figure 10(A), is pressed. The user, as the first user, performs input operations on the input fields provided in the user interface shown in Figure 11. The information entered by the user becomes the work update instruction information mentioned above. When the user enters the information necessary for registering continuous work instructions, they press the tab button B11 labeled "Work Instructions" to display the input fields shown in Figure 11, and then enter the information.

[0063] Users can access basic information and customer information by clicking the tab button B12 labeled "Basic" or the tab button B13 labeled "Customer." Examples of "Basic Information" include case number, business category, business detail category, and case name. Examples of "Customer Information" include a category for identifying the customer, customer ID (customer number), and customer name.

[0064] When tab button B11 is pressed, the input fields displayed include, as shown in Figure 11, the work location, destination memo, request details, work instruction memo, work category, work date, whether a time is specified, work start time, work end time, desired work end time, whether pre-work contact is required, whether auto-lock is required, home time start time, home time end time, attendant, attendant name, attendant phone number, main person in charge of the work, and response memo. The user performs the input operations for these input fields and finally presses button B14 labeled "Register". This completes the registration of the continuous work instruction. At this time, as one method to notify the user that the registration of the continuous work instruction is complete, button B4 labeled "Register Continuous Work Instruction" in Figure 10(A) above may be deactivated.

[0065] Figure 12 shows a specific example of the user interface displayed when button B5, labeled "Register Next Case" in Figure 10(A), is pressed. The user, as the first user, performs input work on the input fields provided in the user interface shown in Figure 12. The information entered by the user is the business update instruction information mentioned above. When the user enters the information necessary for registering the next case, they press tab button B21, labeled "Work Instructions," to display the input fields shown in Figure 12, and then enter the information.

[0066] As a preliminary step before performing input operations on the input fields shown in Figure 12, the user enters basic information and customer information. When entering basic information, press tab button B22 labeled "Case Basics." When entering customer information, press tab button B23 labeled "Customer." If a previous case (previous stage of work) exists, the basic information and customer information will be carried over, so input is not required.

[0067] When tab button B21 is pressed, the input fields displayed include, as shown in Figure 12, the work location, the details of the request, the work instruction memo, the work category, the work date, whether a time is specified, the start time of the work period, the end time of the work period, the desired end time of the work, whether pre-work contact is required, whether an auto-lock is used, the start time of the time spent at home, the end time of the time spent at home, the person present, the name of the person present, the phone number of the person present, and the person in charge of the work. The user performs the input operations for these input fields and finally presses button B24 labeled "Register". This completes the registration of the next case. At this time, as one method to notify the user that the registration of the next case is complete, button B5 labeled "Register Next Case" in Figure 10(A) above may be deactivated.

[0068] Although this embodiment has been described above, the present invention is not limited to this embodiment. Furthermore, the effects of the present invention are not limited to those described in this embodiment. For example, the configuration of the information processing system 1 shown in Figure 1, and the hardware configurations of the management server 10 and user terminal 30 shown in Figures 2 and 3, respectively, are merely examples for achieving the objectives of the present invention and are not particularly limited. Similarly, the functional configuration of the management server 10 shown in Figure 4 and the functional configuration of the user terminal 30 shown in Figure 5 are also merely examples and are not particularly limited. It is sufficient that the information processing system 1 in Figure 1 is equipped with a function that can execute the above-described process as a whole, and the functional configuration used to realize this function is not limited to the examples in Figures 4 and 5.

[0069] Furthermore, the order of processing steps for the management server 10 shown in Figure 6, the order of processing steps for user terminal 30-1 shown in Figure 7, and the order of processing steps for user terminal 30-2 shown in Figure 8 are merely examples and not particularly limiting. Processing is not limited to being performed chronologically according to the illustrated order of steps; it may also be performed in parallel or individually. Similarly, the specific examples shown in Figures 9 to 12 are merely examples and not particularly limiting. [Explanation of symbols]

[0070] 1... Information processing system, 10... Management server, 11... Control unit, 30... User terminal, 31... Control unit, 90... Network, 101... Work progress information acquisition unit, 102... Business progress information generation unit, 103... Progress information management unit, 104... Instruction information acquisition unit, 105... Progress information update unit, 106... Transmission control unit, 301... Information acquisition unit, 302... Display control unit, 303... Input operation reception unit, 304... Transmission control unit

Claims

1. A management means for managing work progress information for each customer by storing work progress information, which indicates the progress status of each of the multiple tasks, which constitute each of the multiple tasks, each with a predetermined type and order, and work progress information, which indicates the progress status of each of the multiple tasks, in a predetermined database associated with information that can uniquely identify the customer. An acquisition means for acquiring work update instruction information relating to instructions for updating work progress information, which includes instructions for updating the type of work currently in progress (first type of work) to the next (second type of work), and the content of the handover instructions regarding the second work from the person in charge of the first work to the person in charge of the second work. Based on the acquired work update instruction information, an update means performs the update of the types of work currently in progress among the work progress information managed by the management means, and the update of the types of work currently in progress among the business progress information managed by the management means that are affected by the update of the types of work, A feature having Information processing device.

2. The acquisition means further acquires business update instruction information relating to the instruction to update the business progress information, The update means is characterized by further updating the business progress information based on the acquired business update instruction information. The information processing apparatus according to claim 1.

3. The instruction to update the aforementioned work progress information is characterized in that it is an instruction to update the work progress information of the second work by a person responsible for at least a part of the first work among the plurality of aforementioned work. The information processing apparatus according to claim 2.

4. The management means is characterized by managing the customer by associating the work progress information and the business progress information with information that can uniquely identify the customer and storing it in a predetermined database. The information processing apparatus according to claim 1.

5. A management means for managing work progress information for each customer by storing work progress information, which indicates the progress status of each of the multiple tasks, which constitute each of the multiple tasks, each with a predetermined type and order, and work progress information, which indicates the progress status of each of the multiple tasks, in a predetermined database associated with information that can uniquely identify the customer. An input operation receiving means for receiving input of work update instruction information relating to an instruction to update the work progress information, which includes an instruction to update the type of the first work currently in progress to the next type of work, and the content of the handover instruction regarding the second work from the person in charge of the first work to the person in charge of the second work, as an input operation for instructing the updating of the work progress information, Based on the aforementioned work update instruction information, an update means performs the following: updating the types of work currently in progress among the work progress information managed by the management means, and updating the types of work currently in progress among the business progress information managed by the management means that are affected by the update of the types of work; A feature having Information processing system.

6. On the computer, A function to manage work progress information for each customer by storing work progress information, which indicates the progress status of each of the multiple tasks that constitute each of the multiple tasks whose types and order are predetermined, and work progress information, which indicates the progress status of each of the multiple tasks, in a predetermined database associated with information that can uniquely identify the customer. A function to acquire work update instruction information relating to instructions for updating the work progress information, including instructions for updating the type of work currently in progress (first type of work) to the next (second type of work), and the content of the handover instructions regarding the second work from the person in charge of the first work to the person in charge of the second work. Based on the acquired work update instruction information, a function is provided to update the types of work currently in progress among the work progress information, and to update the types of work currently in progress among the business progress information managed by the management function that are affected by the update of the work type, A program to achieve this.

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