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Interpersonal Service Support Based on Employee's Activity Model

机译：基于员工活动模型的人际服务支持

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摘要

To improve the productivity of services and satisfy both customers and employees, the activity support by means of IT systems is effective. However, it is rather difficult to support employees' activities in interpersonal services such as nursing care with IT systems. One of the main reasons is that they are required to respond to requests from customers or coworkers flexibly and their activity cannot be described in a formal and sequential manner. To develop a effective system to support such activities, analysis on triggers to perform tasks, criteria to prioritize them, and concrete means to perform them are necessary. However, there are few methods to determine which aspects of employee's activities should be supported in a simple manner. In this report, the authors propose an employee's activity model and its usage for the support of interpersonal services. In addition, the authors introduce an example case of activity analysis and support planning of a nursing care service by means of the proposed model.
机译：为了提高服务的生产率并满足客户和员工的需求，通过IT系统进行活动支持是有效的。但是，用IT系统支持员工在人际服务（例如护理）中的活动是相当困难的。主要原因之一是要求他们灵活地响应客户或同事的请求，并且不能以正式和顺序的方式描述他们的活动。为了开发一种有效的系统来支持此类活动，需要对执行任务的触发器进行分析，确定任务优先级的标准以及执行任务的具体方法。但是，很少有方法可以简单地确定应支持员工活动的哪些方面。在此报告中，作者提出了员工的活动模型及其在支持人际服务中的用途。此外，作者还通过所提出的模型介绍了活动分析和护理服务支持计划的实例。

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