JP6044142B2 - Calculation device, calculation method, and program - Google Patents

Description

  The present invention relates to a calculation device, a calculation method, and a program for calculating a trouble occurrence rate of software.

  One of the quality indicators for products is the trouble rate. The troubles here are, for example, the occurrence of a defect related to a product, a reduction in processing quality, an inquiry from a user, and the like. The trouble occurrence rate is obtained by dividing the number of trouble occurrences by the number of products used. There is a technique for predicting the quality of a product by obtaining a time transition of a trouble occurrence rate (see, for example, Patent Documents 1 and 2).

JP 2003-16226 A JP-A-11-65646

  In software product development, troubles after product shipment, such as inquiries concerning program defects (bugs) and inquiries from users, cause cost increases, and therefore, product development with less trouble is targeted. Here, there are some differences between the trouble of the software product related to the quality and the trouble of the hardware product. Therefore, even if the idea about the trouble occurrence rate in the hardware is brought into the software development as it is, the software product As a quality indicator, it is difficult to handle appropriately.

  For example, a hardware product is difficult to manufacture under exactly the same manufacturing conditions, and the quality of the product varies depending on the manufacturing lot. As a result, the failure rate of the product and the progress of aging deterioration are different for each production lot, and the quality index such as the trouble occurrence rate is also managed for each production lot.

  On the other hand, software products with the same version number are the same regardless of the shipping date of the product, the quality does not depend on the shipping date, and the product with use, such as a hardware product. It rarely deteriorates itself. On the other hand, the number of troubles that occur in software products occurs frequently during environment setup and testing during the environment construction period, during the user's operation proficiency period, and according to the frequency of user use rather than the number of product shipments. Will increase. These time changes in the number of cases vary greatly depending on the type of software, and cannot be used as a direct quality index like hardware products. For this reason, there is a case where the quality of software cannot be properly evaluated even if the trouble occurrence rate of the software product calculated regardless of the time change of the trouble occurrence number is used.

  In one aspect, an object of the present invention is to calculate an appropriate trouble occurrence rate that can be used as a quality index of software.

The calculation device according to one aspect includes an execution unit that executes a setting command for setting software identification information in the analysis target device for the analysis target device, the software identification information, a use start date of the software, A command execution unit for executing an acquisition command for acquiring correspondence information associated with one or a plurality of occurrence dates when a trouble including an operation error or an inquiry regarding software has occurred, and identification information of the software from the analysis target device; The number of troubles including operation mistakes or inquiries that occur in relation to the software from the start date and end date of the target period for calculating the occurrence rate of troubles including operation mistakes or inquiries related to the software and the start date of use of the software is a fixed number. A reception unit that accepts an assumed period until convergence; For serial refers to the correspondence information, which is after between said period from the date of use associated with the corresponding information to the end date assumed period accepted by the acceptance unit and the provisional regular software, the target period A totaling unit that counts the number of troubles that have occurred and that include operation errors or inquiries related to the software, and a calculation unit that calculates the trouble occurrence rate by dividing the number of troubles totaled by the totaling unit by the number of the software With.

  According to one aspect, the software trouble occurrence rate can be accurately and objectively calculated.

It is a block diagram which shows the outline | summary of the hardware structural example of a trouble incidence calculation system. It is a block diagram which shows the hardware structural example of a calculation apparatus. It is explanatory drawing which illustrated the relationship between the elapsed time from the use start date of software, and the number of trouble occurrence for every kind of software. It is explanatory drawing which shows an example of the record layout of a software management table. It is explanatory drawing which shows an example of the record layout of a trouble information management table. It is a functional block diagram which shows the functional outline example of a calculation apparatus. It is explanatory drawing of the table format which shows the time transition of the trouble occurrence number regarding software. It is explanatory drawing which shows an example of the record layout of the parameter table which is a work table. It is explanatory drawing which shows an example of the record layout of the division | segmentation period table which is a work table. It is explanatory drawing which shows an example of the record layout of the support ID table which is a work table. It is explanatory drawing which shows an example of the record layout of the trouble occurrence count total result table which is a work table. It is a flowchart which shows an example of the procedure of a trouble occurrence rate calculation process. It is a flowchart which shows an example of the procedure of a trouble occurrence rate calculation process. It is a flowchart which shows an example of the procedure of a trouble occurrence rate calculation process.

  The trouble occurrence rate calculation system according to the present embodiment will be described with reference to the drawings. The trouble occurrence rate calculation system calculates a trouble occurrence rate related to software. The troubles herein include not only bugs in programs that constitute software but also inquiries or complaints sent to help desks, service centers, etc. operated by software manufacturers (hereinafter referred to as manufacturers). For example, the user of the software sends an inquiry or complaint to the help desk or the like such as “I don't know the XX of the software” or “I can't execute the software function ΔΔ”. The manufacturer collects trouble information from the user or a computer used by the user, and calculates a trouble occurrence rate by a calculation device (computer).

Embodiment 1
FIG. 1 is a block diagram illustrating an outline of a hardware configuration example of a trouble occurrence rate calculation system. The trouble occurrence rate calculation system includes a calculation device 1 and an analysis target device 2. The calculation device 1 and the analysis target device 2 are each a PC (personal computer), a workstation, a general-purpose computer, or the like. The analysis target device 2 may be a mobile phone, a smartphone, a tablet PC, or the like. In the following, it is assumed that the calculation device 1 and the analysis target device 2 are workstations. Although one analysis target device 2 is illustrated in FIG. 1, the number of analysis target devices 2 may be two or more.

  The analysis target apparatus 2 is installed with software manufactured by a manufacturer and sold to a customer. The number of software installed in the analysis target apparatus 2 may be one or plural. The larger the software, the larger the number of programs that make up the software, and the wider range of functions.

  For example, when the software installed in the analysis target apparatus 2 is personnel management software, each program constituting the software has many functions such as employee management, work management, salary management, and organization management. Each program may be installed all at once, or may be installed over time. In the latter case, the system is constructed over time.

  Before and after the installation of each program constituting the software on the analysis target apparatus 2 is completed, or when the manufacturer sells the software to the customer, the customer contracts for the support service related to the software for each program or collectively. Sign with the manufacturer. After the installation of each program constituting the software on the analysis target apparatus 2 is completed, the customer starts using the software including a software test. In general, the start dates of use of the programs constituting the software are not the same, and differ between programs.

  When trouble occurs in the software operating in the analysis target apparatus 2, trouble information such as the trouble occurrence date and trouble content is notified from the customer to the manufacturer. The manufacturer's administrator inputs trouble information notified from the customer to the calculation device 1. The calculation device 1 accumulates trouble information related to software notified from the customer. Then, the calculation device 1 calculates the trouble occurrence rate based on the information about the software held by itself and the accumulated trouble information.

The calculation device 1 and the analysis target device 2 may be connected by the network N or may not be connected. FIG. 1 illustrates a state where the calculation device 1 and the analysis target device 2 are connected by the network N. The network N is, for example, the Internet, a LAN (Local Area Network), a WAN (Wide Area Network), a telephone communication line, a satellite communication line, a cable related to a cable TV, an electric wire for transmitting power and information, and the like. It may be a communication network.
When the calculation device 1 and the analysis target device 2 are connected via the network N, the analysis target device 2 may transmit trouble information regarding software to the calculation device 1 via the network N.

  FIG. 2 is a block diagram illustrating a hardware configuration example of the calculation apparatus 1. The calculation device 1 includes a control unit (aggregation unit, calculation unit, output unit) 11, ROM (Read Only Memory) 12, and RAM (Random Access Memory) 13. The calculation device 1 includes a hard disk 14, a disk drive 15, a display unit 16, an operation unit (accepting unit) 17 and a transmission / reception unit 18. Each component of the calculation device 1 is connected to each other via a bus 1b.

  The control unit 11 is a processor composed of a CPU (Central Processing Unit), and controls each component of the calculation device 1. The control unit 11 reads the program 1P stored in the hard disk 14 into the RAM 13 and executes the program 1P read into the RAM 13.

The ROM 12 is, for example, a nonvolatile semiconductor memory or a read-only storage medium other than the semiconductor memory. The ROM 12 stores a BIOS (Basic Input / Output System), firmware, and the like executed by the control unit 11 when the calculation apparatus 1 is activated.
The RAM 13 is, for example, an SRAM or a DRAM, and temporarily stores work variables, data, and the like that are necessary during the process executed by the control unit 11. The RAM 13 is an example of a main storage device, and a flash memory, a memory card, or the like may be used instead of the RAM 13.

The hard disk 14 stores a program 1P executed by the control unit 11 and various tables (corresponding information). The program 1P records a procedure of processing executed by the control unit 11. The various tables include a software management table 1T, a trouble information management table 2T, and various work tables. The software management table 1T is a table for managing software operating on the analysis target apparatus 2. The trouble information management table 2T is a table for managing trouble information related to software operating on the analysis target apparatus 2. The work table is a table that stores work data necessary for the control unit 11 to execute the process of calculating the trouble occurrence rate. The control unit 11 may store work data in the RAM 13 as a variable or an array, for example. In such a case, there may be no work table.
Details of the various tables will be described later.

The hard disk 14 may be mounted inside the calculation device 1 or may be placed outside the calculation device 1. For example, various tables stored in the hard disk 14 may be stored in an external database server. In such a case, the calculation apparatus 1 can access an external database server, acquire information stored in various tables, and write information in the various tables.
The hard disk 14 is an example of an auxiliary storage device, and is a flash memory capable of storing a large amount of information or an optical disk such as a CD (Compact Disc), a DVD (Digital Versatile Disc), or a BD (Blu-ray Disc, registered trademark). It may be replaced with 1a.

  The disk drive 15 reads information from an optical disk 1a such as a CD, DVD, or BD, which is an external storage medium, and records the information on the optical disk 1a. When the control unit 11 receives a discharge command of the optical disk 1 a for the disk drive 15 from the operation unit 17, the control unit 11 discharges a tray (not shown) of the disk drive 15.

  The display part 16 has screens, such as a liquid crystal display, an organic EL (Electro Luminescence) display, a CRT (Cathode Ray Tube) display, for example, and displays the various information which concerns on the program 1P according to the instruction | indication from the control part 11.

  The operation unit 17 includes input devices such as a keyboard, a mouse, a power switch, and an operation button for ejecting the optical disk 1a from the disk drive 15 for a user to perform various inputs. The operation unit 17 generates an input signal based on an operation by the user. The generated input signal is transmitted to the control unit 11 via the bus 1b.

  The transmission / reception unit 18 is a wired or wireless communication modem, LAN card, router, USB terminal, connection cable, or the like, and is connected to the network N. The transmission / reception unit 18 is connected to the analysis target apparatus 2 via the network N. The transmission / reception unit 18 may include a parallel port or a printer port.

  Since the hardware configuration of the analysis target device 2 is the same as the hardware configuration of the calculation device 1, the description thereof is omitted.

  The calculation device 1 calculates a trouble occurrence rate for software whose elapsed time (period) from the use start date is within a predetermined period with reference to the use start date of the software. The software here is software that is a unit for counting the number of troubles, and the scale is not limited. Hereinafter, the reason why the trouble that occurs within a predetermined period from the start date of use of the software is the target of the trouble occurrence rate calculated by the calculation device 1 will be described.

  FIG. 3 is an explanatory diagram illustrating the relationship between the elapsed time from the software use start date and the number of trouble occurrences for each type of software. FIG. 3A is an explanatory diagram illustrating the relationship between the elapsed time from the start date of use of software related to business operation management and the number of trouble occurrences. FIG. 3B is an explanatory diagram illustrating the relationship between the elapsed time from the use start date and the number of trouble occurrences related to the OS (operating system). FIG. 3C is an explanatory diagram illustrating the relationship between the elapsed time from the use start date of software and the number of trouble occurrences regarding GUI (Graphical User Interface). FIG. 3D is an explanatory diagram illustrating the relationship between the elapsed time from the use start date related to the database and the number of trouble occurrences.

  The horizontal axis in FIGS. 3A to 3D is the elapsed time from the use start date of the software, and the unit is week (W). The vertical axis in FIGS. 3A to 3D represents the number of trouble occurrences. The number of trouble occurrences here is, for example, the number of occurrences per 100 systems. Further, in this system, one system is a program or a group of programs having a minimum unit function. For convenience, the transition of the number of trouble occurrences corresponding to FIGS. 3A, 3B, 3C, and 3D will be referred to as pattern 1, pattern 2, pattern 3, and pattern 4, respectively.

  In pattern 1 of FIG. 3A, many troubles occur at the time of setting the environment during the system construction period (for example, ˜5 weeks), and then the number of trouble occurrences decreases. However, troubles caused by setting mistakes occur again (for example, 15 to 19 weeks). After 20 weeks, the number of troubles will decrease.

  In the pattern 2 of FIG. 3B, trouble occurs during the system construction period or test period (for example, ˜16 weeks), but the number of trouble occurrences gradually decreases and the number of trouble occurrences converges to zero.

  In pattern 3 in FIG. 3C, many troubles related to screen operations occur in the initial stage of operation (for example, up to 3 weeks). However, after that, the number of troubles suddenly decreases because the user gets used to the screen operation, stops using the screen, and the like.

  A database is one of the typical software used for application development. In pattern 4 of FIG. 3D, many troubles occur during the application development period (for example, ˜18 weeks). The number of troubles may increase at the end of the application development period.

As described above, as shown in FIG. 3, the time transition of the number of software troubles varies depending on the type of software. However, for any type of software, an empirical rule is found in which the number of trouble occurrences converges to a certain number after a predetermined time has elapsed for each type from the start of use.
Therefore, a period (hereinafter referred to as a convergence period (assumed period)) until the number of trouble occurrences converges to a certain number from the use start date is determined for each type of software. Before the convergence period elapses, there are many troubles for any software. On the other hand, the number of trouble occurrences counted after the convergence period elapses is constant for any software. Therefore, even if the trouble occurrence rate calculated for a certain software during the convergence period is compared with the trouble occurrence rate calculated for another software after the convergence period, these trouble occurrence rates objectively determine the quality of software. It cannot be an index to compare.
The number of trouble occurrences that converge after the convergence period has elapsed may be zero, or may be a constant other than zero.

  The calculation device 1 counts the number of software troubles that occurred within the convergence period. Then, the calculation device 1 calculates the trouble occurrence rate by dividing the total number of trouble occurrences by the number of software used within the convergence period.

Next, various tables will be described in detail.
FIG. 4 is an explanatory diagram showing an example of a record layout of the software management table 1T. The software management table 1T includes columns of user ID, support ID (identification information), software name, software version number, use start date, number of steps, sales amount, and attendance record.
The user ID is an identification symbol of the user who uses the software. Since the user is often a customer who sells software to the manufacturer, the user ID is often equivalent to the customer ID. When a customer whose software is sold by a manufacturer is different from a user who uses the software, the software management table 1T may include a customer ID column.
When there are a plurality of users who use the same software, a plurality of user ID columns may be included in the software management table 1T.

  The support ID is an identification symbol that identifies the software in which the trouble has occurred, and is, for example, a permutation of 4-digit, 4-digit, and 4-digit numbers. The support ID is issued from the manufacturer to the user and stored in the hard disk of the analysis target device 2. Manufacturers and users share a support ID. Notification of trouble from the user to the manufacturer and support for trouble from the manufacturer to the user are performed based on the support ID.

  The software name is the name of the software. The software version number is an identification symbol relating to the software version. Even if the software names are the same, software with different software version numbers is different software, and different support IDs are set.

  The use start date is the date when the software is used, and the format is, for example, yyyy / mm / dd. For example, when the analysis target apparatus 2 starts up the installed software for the first time, the system date and time and the support ID at that time are transmitted to the calculation apparatus 1 via the network N. The calculation device 1 writes the date of the received system date corresponding to the received support ID on the use start date of the software management table 1T. The format of the use start date may be, for example, yyyy / mm / dd hh: mm in accordance with the system date / time format.

The use start date may be a date when a support ID is issued from the manufacturer to the user, or may be a date when the support ID is stored in the hard disk of the analysis target device 2.
Alternatively, the use start date may be a date when the software is delivered from the manufacturer to the user. For example, software delivered from a manufacturer to a user is assigned a software ID that is an identification symbol for identifying the software. When the manufacturer delivers the software to the user, the user notifies the manufacturer of the software ID of the delivered software. When the manager of the manufacturer receives a notification of the software ID from the user, the manager of the manufacturer receives the notification of the software ID on the start date of use of the software management table 1T in association with the software support ID corresponding to the software ID. Write the date.

The software management table 1T may include a software ID column in addition to the support ID.
Alternatively, the support ID has a one-to-one correspondence with the software ID. Therefore, the support ID may be replaced with a software ID.

The number of steps is the total number of steps of the program constituting the software.
The sales amount is the sales amount of the software. The sales amount may be the price of the software. The unit of the sales amount is, for example, a yen, a cent, a corner or the like.
The attendance record is a flag indicating whether or not the user has received education provided by the manufacturer regarding the use of the software. The default is registered in the attendance record. When the user has taken education on the use of the corresponding software, the attendance record is updated to “Yes”.

FIG. 5 is an explanatory diagram showing an example of a record layout of the trouble information management table 2T. The trouble information management table 2T includes columns of management number, trouble occurrence date, support ID, software name, and software version number.
The management number is a symbol for identifying a trouble that has occurred in the software operating on the analysis target apparatus 2, and is, for example, a permutation of 3-digit, 4-digit, and 4-digit numbers. The trouble occurrence date is a date on which trouble has occurred in the software operating on the analysis target apparatus 2, and its format is, for example, yyyy / mm / dd. The trouble occurrence date format may be, for example, yyyy / mm / dd hh: mm according to the system date and time format.

  The support ID is the same as the support ID in the software management table 1T. The software name is the same as the software name in the software management table 1T. The software version number is the same as the software version number of the software management table 1T.

The trouble information management table 2T includes columns for phenomena, causes, and measures.
The phenomenon is the content of the trouble, for example, a processing error due to a bug in the program, a notification from the user that the screen operation method is not known, or the like. Alternatively, the phenomenon is the content of the trouble transmitted from the analysis target device 2 to the calculation device 1. The cause is the cause of the trouble analyzed by the manufacturer with respect to the notification of the phenomenon from the user or the transmission of trouble information from the analysis target device 2. The measure is a measure executed by the manufacturer for the software trouble.

FIG. 6 is a functional block diagram illustrating a functional outline example of the calculation apparatus 1. Each function unit in FIG. 6 is executed by the control unit 11 operating based on the program 1P recorded in the hard disk 14.
The calculation device 1 includes a reception unit 11a, a delimiter 11b, a totaling unit 11c, a calculation unit 11d, an addition unit 11e, and an output unit 11f. The reception unit 11a receives a parameter for calculating a trouble occurrence rate. The parameters include, for example, information for identifying the target software for calculating the trouble occurrence rate, a target period (target period) for calculating the trouble occurrence rate, a convergence period, and the like.

  The delimiter 11b divides the elapsed time into each period for counting the number of trouble occurrences. When calculating the trouble occurrence rate for multiple software with different start dates, the software whose convergence period has passed on the last day of the period for which the trouble occurrence rate is calculated is the software for which the trouble occurrence rate is calculated. Excluded. Therefore, the delimiter 11b divides the elapsed time into each period in order to distinguish between software for which the convergence period has elapsed and software for which the convergence period has not elapsed, on the last day of the period for which the trouble occurrence rate is calculated. By determining which period of time the software has started to be used in the period delimited by the delimiter 11b, software for which the convergence period has elapsed can be excluded from the target software for calculating the trouble occurrence rate.

  The aggregation unit 11c extracts, from the trouble information management table 2T, trouble information related to troubles that occurred during the period for which the trouble occurrence rate is calculated for the software that is started to be used for each period divided by the separation unit 11b. Based on the extracted trouble information, the totaling unit 11c totals the number of trouble occurrences that occurred during the target period for calculating the trouble occurrence rate.

  In addition, when the reception unit 11a receives the target period for calculating the trouble occurrence rate, the totaling unit 11c totals the number of troubles that occurred during the calculation target period. When the receiving unit 11a does not receive the target period for calculating the trouble occurrence rate, the counting unit 11c is within a predetermined period for software for which the convergence period has not elapsed at the final point of the predetermined period. You may count the number of troubles that have occurred. Here, the predetermined period is, for example, a period from the use start date to the present time, a period between the use start date and the time point three months before the present, or the like.

  The calculation unit 11d divides the number of trouble occurrences counted by the counting unit 11c by the number of support IDs stored in the software management table 1T for the software that is started to be used for each period divided by the dividing unit 11b. The number of support IDs here is equal to the number of software corresponding to the denominator of the trouble occurrence rate. As a result, the calculation unit 11d calculates the trouble occurrence rate of the software started to be used for each period divided by the separation unit 11b. The adding unit 11e adds the trouble occurrence rate of the software started to be used for each period divided by the dividing unit 11b. The output unit 11f outputs the trouble occurrence rate added by the adding unit 11e to the display unit 16 together with the software identification information.

Note that the calculation unit 11d may calculate a trouble occurrence rate for each piece of various metadata about software.
In addition, the calculation unit 11d divides the number of trouble occurrences by a numerical value other than the number of software use (for example, sales amount, cost cost, profit amount, etc., which are numerical values related to economic value), and the number of trouble occurrences in the numerical unit. May be calculated.

Next, the operation of the calculation device 1 will be described.
The manufacturer installs software in the analysis target apparatus 2. The manufacturer issues a support ID to the user. The manufacturer also distributes a setting command for setting the support ID to the hard disk of the analysis target device 2 to the user. The user executes the setting command distributed from the manufacturer to the analysis target device 2. Thereby, the support ID is set in the hard disk of the analysis target device 2. When there are a plurality of pieces of software to be supported, the user repeats the execution of the setting command by the number of pieces of software to be supported.

The manufacturer issues an acquisition command for acquiring a support ID and trouble information from the analysis target device 2 to the user. The user executes an acquisition command and acquires a support ID and trouble information from the analysis target device 2.
For example, when the acquisition command is executed, the analysis target device 2 extracts trouble information from a log in which software and hardware states and operations are recorded. When the acquisition command is executed, the analysis target device 2 extracts, as trouble information, trace information in which various states of software and hardware are continuously tracked and recorded. When the acquisition command is executed, the analysis target device 2 extracts information recorded in an arbitrary area of the RAM as trouble information.
Then, the analysis target device 2 transmits the acquired support ID and trouble information to the calculation device 1 via the network N, for example. Alternatively, the analysis target device 2 outputs the extracted support ID and trouble information to the display unit.

In addition, instead of acquiring trouble information from logs, RAM, etc., a file defining trouble information to be acquired in advance may be prepared. For example, in accordance with the column name of the trouble information management table 2T, a file in which items of trouble information to be acquired are recorded in association with support IDs is prepared in advance. When the acquisition command is executed, the analysis target device 2 extracts information defined in the file from a log, a RAM, or the like.
Further, the acquisition command acquires the support ID and the trouble information from the analysis target apparatus 2, but only the support ID may be acquired. In such a case, the user obtains trouble information by other means such as a tracer or a memory dump tool. The user associates the acquired trouble information with the support ID acquired separately by executing the acquisition command, and notifies the manufacturer of the associated information.

  The calculation device 1 receives the acquired support ID and trouble information from the analysis target device 2 via the network N, and stores the received support ID and trouble information in the trouble information management table 2T. Alternatively, the manufacturer administrator receives a support ID and trouble information notification from the user, and stores the received support ID and trouble information in the trouble information management table 2T by manual operation. Further, the manager of the manufacturer stores the support ID or software ID received from the user by the help desk or the like, the inquiry, and the complaint in the trouble information management table 2T by manual operation.

Next, the outline | summary in which the calculation apparatus 1 calculates the trouble occurrence rate of software is demonstrated using a specific numerical example.
FIG. 7 is an explanatory diagram in the form of a table showing the time transition of the number of troubles related to software.
It is assumed that a user has purchased six pieces of software A, B, C, D, E, and F from a manufacturer. Software A, B, C, D, E, and F constitute one large-scale software as a whole. The first column in FIG. 7 shows the names of the software purchased by the user.

  Each of the software A, B, C, D, E, and F is a collection of a plurality of systems. One system is a module composed of a single program or a plurality of programs, and has a function distinguishable from other systems. The second column in FIG. 7 shows the number of systems that constitute the software A, B, C, D, E, and F, respectively. For example, software A is a collection of 50 systems. Different support IDs are issued to the respective systems. Therefore, 50 support IDs are issued to software A.

  The user started using the software A, B, C, D, E, and F in the same year, but the use start date of the software A, B, C, D, E, and F is shown in the third column of FIG. Was different on a monthly basis. For example, the system group belonging to the software A started to be used on the analysis target apparatus 2 in April. The system group belonging to the software B was used on the analysis target apparatus 2 in May. Software C, D, etc. were also used with a delay of one month at a time in alphabetical order.

  Before the user starts using the software A, B, C, D, E, and F, the user executes a setting command issued by the manufacturer and sets the support ID in the analysis target apparatus 2. When trouble occurs, the user executes an acquisition command issued by the manufacturer. As a result, the support ID and the trouble information are stored in the trouble information management table 2T included in the calculation apparatus 1 automatically or manually.

The calculation device 1 receives the target month for calculating the trouble occurrence rate from the operation unit 17. The calculation device 1 refers to the software management table 1T and the trouble information management table 2T, and totals the number of trouble occurrences that occurred in the accepted month for each system that has a common use start month. The fourth column to the last column in FIG. 7 show an example in which the number of troubles occurring in each month from April to September is tabulated for each of software A, B, C, D, E, and F. .
The number of trouble occurrences is a numerical value extracted from the trouble information management table 2T based on the support ID and the trouble occurrence date. The software management table 1T and the trouble information management table 2T can be combined by a support ID. Therefore, each trouble can be identified by the software management table 1T and the trouble information management table 2T when any user or customer has started to use which software of which version and from when. is there.

As shown in FIG. 3, the convergence period from the use start date until the number of trouble occurrences converges to a certain number varies depending on the type of software. In the example of FIG. 7, it is assumed that the convergence periods of the software A, B, C, D, E, and F are all three months. In such a case, for each of the software A, B, C, D, E, and F, it is meaningful to calculate the trouble occurrence rate for three months from the use start date, but from the use start date to four months or later. It is meaningless to calculate the trouble occurrence rate for the period.
For example, in the case of software A that has been used in April, there is no point in calculating the trouble occurrence rate from April to July. In the case of software B that has started use in May, there is no point in calculating the trouble occurrence rate from the start of use until August. Therefore, the calculation device 1 calculates the trouble occurrence rate for each of the software A, B, C, D, E, and F only within three months from each use start date.

  For example, when calculating the trouble occurrence rate in July, the calculation device 1 adds each trouble occurrence rate obtained by dividing the number of trouble occurrences in the software B, C, and D by the number of systems of the software B, C, and D, respectively. To do. On the other hand, for example, when calculating the trouble occurrence rate in July, the calculation device 1 does not use the number of trouble occurrences of the software A for which the convergence period has passed as of the end of July.

  For example, when calculating the trouble occurrence rate in August, the calculation device 1 adds each trouble occurrence rate obtained by dividing the number of trouble occurrences in the software C, D, and E by the number of systems of the software C, D, and E, respectively. To do. On the other hand, for example, when calculating the trouble occurrence rate in August, the calculation device 1 does not use the number of trouble occurrences of the software A and B whose convergence period has passed as of the end of August.

The trouble occurrence rate for the current month calculated by the calculation device 1 is expressed by the following equation.
Trouble occurrence rate of the month =
(Number of troubles in the current month for software that started using in the current month ÷ Number of systems that started using in the current month)
+ (Number of troubles in the current month for software that started using in the previous month ÷ number of systems that started using the previous month)
+ (Number of troubles in the current month for software that was started last month ÷ Number of systems that were started last month)
+ ...
In order to determine the trouble occurrence rate for the current month, how many months ago the software started to be used depends on the convergence period.

Hereinafter, based on the number of trouble occurrences in FIG. 7, an example of a calculation formula for the trouble occurrence rate from June to September is shown.
June: 5 ÷ 50 + 8 ÷ 50 + 14 ÷ 70 = 0.46
July: 6 ÷ 50 + 11 ÷ 70 + 15 ÷ 80 = 0.46
August: 7 ÷ 70 + 11 ÷ 80 + 13 ÷ 60 = 0.45
September: 7 ÷ 80 + 11 ÷ 60 + 14 ÷ 80 = 0.45

7 exemplifies software (system group) that is a target for calculating a trouble occurrence rate of troubles occurring in each month of June, July, and August, for example.
In the example of FIG. 7, the convergence periods of the software A, B, C, D, E, and F are all 3 months. Therefore, when each software is started to be used one after another every month, the calculation device 1 calculates a trouble occurrence rate for a certain month. Add the trouble occurrence rate.

Hereinafter, based on the number of trouble occurrences in FIG. Conventionally, the trouble occurrence rate has been calculated based on the number of trouble occurrences in all systems that have occurred since the start of software use or shipment.
April: 11 ÷ 50 = 0.22
May: (10 + 12) / (50 + 50) = 0.22
June: (5 + 8 + 14) / (50 + 50 + 70) = 0.16
July: (2 + 6 + 11 + 15) ÷ (50 + 50 + 70 + 80) = 0.14
August: (1 + 2 + 7 + 11 + 13) / (50 + 50 + 70 + 80 + 60) = 0.11
September: (1 + 0 + 2 + 7 + 11 + 14) / (50 + 50 + 70 + 80 + 60 + 80)
= 0.09

In the calculation example of the trouble occurrence rate by the calculation device 1 in FIG. 7, the trouble occurrence rate is almost the same value in each month. When focusing only on the number of troubles occurring within the convergence period, the trouble rate does not fluctuate significantly.
On the other hand, in the example of calculation of the conventional trouble occurrence rate in FIG. 7, the trouble occurrence rate suddenly decreases in June and the trouble occurrence rate continues to decrease until September. In the conventional example, in order to calculate the trouble occurrence rate, the number of software trouble occurrences after the convergence period has been taken into consideration. Therefore, it is natural that the trouble occurrence rate decreases with time. However, in the conventional method for calculating the trouble occurrence rate, even if the trouble occurrence rates are compared between different software or different versions of software, the quality of the software is not accurately compared.

  In FIG. 7, the case where the trouble occurrence rate is calculated based on the number of trouble occurrences divided in months by dividing the elapsed time from the use start date of the software in months. However, the time unit in which the calculation device 1 counts the number of trouble occurrences is not limited to a monthly unit, and may be, for example, one year. Alternatively, since the number of days in a month or the number of days in a year varies depending on the calendar, the time unit in which the calculation device 1 counts the number of trouble occurrences may be 30 days, 7 days, 1 day, or the like.

For example, when the manufacturer's administrator designates 30 days as the time unit for totalizing the number of trouble occurrences in the calculation device 1, the trouble occurrence rate for the past 30 days calculated by the calculation device 1 is expressed by the following equation.
Trouble occurrence rate for the past 30 days =
(Number of troubles in the past 1 to 30 days for software that has been used in the past 1 to 30 days ÷ number of systems that have been used in the past 1 to 30 days)
+ (Number of troubles in the past 1 to 30 days for software that has been used in the past 31 to 60 days ÷ Number of systems that have been used in the past 31 to 60 days)
+ (Number of troubles in the past 1 to 30 days for software that has been used in the past 61 to 90 days ÷ number of systems that have been used in the past 61 to 90 days)
+ ...

  In the above description, the trouble occurrence rate is calculated based on the number of trouble occurrences occurring during the convergence period. However, the calculation apparatus 1 may calculate the trouble occurrence rate after the trouble occurrence number has converged to a certain number. In such a case, the quality of software after the convergence period can be compared and evaluated.

  Also, instead of dividing the elapsed time from the start of software use to the future in predetermined time units, for example, the elapsed time from the target period for calculating the trouble occurrence rate to the past is divided into predetermined time units to determine the number of trouble occurrences. You may count.

  FIG. 8 is an explanatory diagram showing an example of a record layout of the parameter table 3T which is a work table. The parameter table 3T is a table that stores parameters for which period the trouble occurrence rate is calculated for which software. Here, which software means, for example, which of the software A, B, C, D, E, and F in FIG. Here, any period corresponds to, for example, designating a column corresponding to the fourth and subsequent months in FIG. When the calculation device 1 calculates the trouble occurrence rate of a plurality of pieces of software having different use start dates exceeding the length of a period (for example, the length of one month) that divides the elapsed time, Add the trouble occurrence rate to obtain the final trouble occurrence rate. For example, in FIG. 7, when the trouble occurrence rate in June is calculated, the calculation apparatus 1 uses the software A, B, and C that started use in April, May, and June, respectively, for the trouble that occurred in June. Add the trouble rate.

  The parameter table 3T includes columns of a unit period M, a calculation reference point BP, a calculation period K, a calculation timing T, and a convergence period L. When calculating the number of trouble occurrences, the calculation device 1 divides the elapsed time, for example, at a predetermined time interval toward the past. The unit period M is a delimiter time unit that delimits the elapsed time. In the example of FIG. 8, an example is shown in which the elapsed time is divided in units of 7 days, that is, in units of one week.

  The calculation base point BP is a parameter that designates a time as a base point that divides the elapsed time toward the past, for example. The format of the calculation base point BP is, for example, yyyy / mm / dd. The calculation device 1 sets midnight of the date specified by the calculation base point BP or 12:00 pm the day before the date specified by the calculation base point BP as a base point that divides the elapsed time. Note that the calculation base point BP may be the current day for calculating the trouble occurrence rate, or may be another date.

  The calculation period K is a numerical value for designating a target period for calculating the trouble occurrence rate. The calculation device 1 calculates the trouble occurrence rate for a period that is repeated for the unit period M by the number of the calculation periods K, starting from the first period of each period divided from the calculation base point BP toward the past. Set to the period you want. In the example of FIG. 8, the calculation period K indicates a period that goes back in the past by 0 units (7 days × 0 units = 0 days) from the first separation period based on the calculation base point BP.

  The calculation timing T and the convergence period L are parameters that specify the target software for calculating the trouble occurrence rate. The calculation device 1 extracts a support ID corresponding to software that has been used for each divided period from the calculation timing T to the calculation timing T + (L−1). Then, the calculation device 1 counts the extracted support IDs for each period, and sets the counted number as the number of software (system groups) that have started to be used in each period.

  The manufacturer's administrator inputs the parameters stored in the parameter table 3T to the calculation device 1 from the operation unit 17. The calculation device 1 writes the input parameters in the parameter table 3T. Note that the calculation device 1 may store parameters input from the operation unit 17 in, for example, the RAM 13.

Next, a specific numerical example will be given to explain the procedure of processing in which the calculation device 1 counts the number of trouble occurrences.
FIG. 9 is an explanatory diagram showing an example of a record layout of the separation period table 4T which is a work table. The delimiter period table 4T includes columns of period, from, and to. The period is a number for identifying a period when the elapsed time from the start of software use is divided toward the past for each unit period M with the calculated base point BP as a base point. FIG. 9 illustrates the period 1 to the period 8.
from and to are the first and last days in the period, respectively. From and to in FIG. 9 exemplify a case where the calculation base point BP is 2011/05/01 and the unit period M is 7 days.
Based on the unit period M and the calculation base point BP of the parameter table 3T, the calculation device 1 delimits the elapsed time toward the past and writes the from and to of each period obtained by the delimitation to the delimiter period table 4T.
The calculation apparatus 1 repeats the division of the elapsed time until the oldest use start date is included in the period that is divided among the use start dates of the plurality of software for which the trouble occurrence rate is calculated.

  FIG. 10 is an explanatory diagram showing an example of a record layout of the support ID table 5T which is a work table. The support ID table 5T is a work table for counting the number of software used corresponding to the denominator of the trouble occurrence rate. The support ID table 5T includes columns of period and support ID. The period is the same as the period of the separation period table 4T. The support ID is a support ID corresponding to software started to be used in each period.

  The calculation device 1 refers to the support ID and use start date of the software management table 1T, and extracts the support ID of the software for which the trouble occurrence rate is calculated based on the calculation timing T and the convergence period L of the parameter table 3T. To do.

  When the calculation device 1 uses the record of the parameter table 3T in FIG. 8, the calculation device 1 starts to be used in a divided period from the period T = 2 to the period T + (L−1) = 2 + (3-1) = 4. The support ID corresponding to the software is extracted from the software management table 1T. Specifically, the calculation device 1 extracts the support ID corresponding to the software started to be used from the software management table 1T in each of the period 2, the period 3, and the period 4, and supports the extracted support ID. Record in ID table 5T. Note that whether the software corresponding to which support ID has started to be used in each period is whether the use start date of the software management table 1T is between the from and to in any period of the delimiter period table 4T. It is judged by.

  FIG. 11 is an explanatory diagram showing an example of a record layout of the trouble occurrence count totaling result table 6T that is a work table. The trouble occurrence count totaling result table 6T is a work table for counting the number of trouble occurrences corresponding to the numerator of the trouble occurrence rate. The trouble occurrence count totaling result table 6T includes columns of a period and the number of trouble occurrences. The period is the same as the period of the separation period table 4T. The number of trouble occurrences is the total number of trouble occurrences that occurred in the calculation period K for each software that has started to be used in each period.

  According to the example of FIG. 8, when the unit period M = 7 days and the calculation period K = 0, the calculation period K in FIG. 9 is as follows. The calculation period K is a period retroactive to the past by repeating the unit period M = 7 days by the number of calculation periods K = 0, starting from the first period of each section divided from the calculation base point BP toward the past. This corresponds to the period 1 (2011/04/24 to 2011/04/30) in FIG.

  The calculation device 1 refers to the trouble information management table 2T and the support ID table 5T and totals the number of trouble occurrences for each period. Specifically, the calculation device 1 extracts the trouble occurrence date and the support ID of the trouble information management table 2T that are consistent with the calculation period K, each period of the support ID table 5T, and the support ID, respectively, The number of support ID records is tabulated for each period. Here, each period in the support ID table 5T and the trouble occurrence date in the trouble information management table 2T match when the trouble occurrence date falls between the first and last days in the calculation period K. The calculation device 1 records the total number of records in the number of trouble occurrences in the trouble occurrence count totaling result table 6T for each period.

  The calculation device 1 totals the number of support IDs in the support ID table 5T for each period. The total number of support IDs is equal to the number of software systems that have been used in each period. Accordingly, the calculation device 1 divides the number of trouble occurrences in each period in the trouble occurrence count totaling result table 6T by the number of software systems that have started to be used in each period, thereby obtaining a trouble occurrence rate corresponding to each period. Is calculated. Then, the calculation device 1 adds the trouble occurrence rates corresponding to the calculated periods to obtain the trouble occurrence rate in the final calculation period K.

  An example of a general formula for calculating the software trouble occurrence rate is shown below. The trouble occurrence rate is expressed as a trouble occurrence rate (K, T, L) by the parameters K, T, L stored in the parameter table 3T.

K is a parameter for expressing the period for calculating the trouble occurrence rate as a period before the K period from the first period among the periods divided based on the calculation base point BP. The unit of the period is a unit of the parameter table 3T represented by M, and is an arbitrary unit selected from 1 month, 30 days, 7 days (1 week), 1 day, etc. as described above. Each period is specified by a serial number of each period in which the elapsed time is divided by M toward the past. Each period is expressed as a period one period before, for example, a period two periods before.
T is a parameter for designating software that has started to be used in the latest period among software whose elapsed time from the start of use is within the convergence period, and how many periods from the present to which the use start date of the software to be specified belongs. It is expressed as a numerical value of whether it is before
L is a convergence period.

The software trouble occurrence rate is obtained by dividing the number of software trouble occurrences by the number of systems constituting the software. The number of software trouble occurrences is expressed as the number of trouble occurrences (m, n) by the parameters m and n. The number of software troubles (m, n) indicates the number of troubles that occurred n periods ago for the software that started using in the m period.
Hereinafter, the number of systems constituting the software is also referred to as a use start number. The use start number is expressed as a use start number (l) by the parameter l. The use start number (l) indicates the number of systems constituting the software whose use has been started before l period.

Trouble occurrence rate (K, T, L) =
Number of troubles (T, K) ÷ Number of start of use (T)
+ Number of trouble occurrences (T + 1, K) ÷ Number of start of use (T + 1)
+ Number of trouble occurrences (T + 2, K) ÷ Number of start of use (T + 2)
...
+ Number of trouble occurrences (T + (L-1), K) / number of start of use (T + (L-1))

Next, an example in which specific numerical values are substituted into the above general formula is shown.
The first period divided based on the calculated base point BP is December, M is one month, K = 1, T = 1, and L = 3. That is, since K = 1, the trouble occurrence rate in November, which is one month ago, is obtained with reference to December.
Trouble occurrence rate (1, 1, 3) =
Number of troubles that occurred in November for software started in November one month ago
÷ The number of systems that make up the software that started using in November a month ago + the number of problems that occurred in November for software that started using in October two months ago
÷ Number of problems that occurred in November for software that started using software in September, which was three months ago, plus the number of systems that started using software in October two months ago
÷ Number of systems that make up the software that was started in September three months ago

  In the above description, the base point that divides the elapsed time is set to the calculation base point BP of the parameter table 3T. However, it is needless to say that the base point that divides the elapsed time may be set to a time point (for example, current) other than BP.

  In the above description, T is a parameter for designating software that has started to be used in the latest period among software whose elapsed time from the start of use is within the convergence period. However, T may be a parameter that specifies software after the convergence period has elapsed, or may be a numerical value that indicates a period after the convergence period has elapsed from the start date of use of the software. Thereby, the quality of software after the convergence period can be expressed by the trouble occurrence rate.

A specific example of the trouble occurrence rate after the convergence period is shown below.
Number of troubles that occurred in November for software started in May 7 months ago
÷ Number of problems that occurred in November for software that started using software in April, which was 8 months ago + number of systems comprising software that was started in May, which was 7 months ago
÷ The number of systems that make up the software that started using in April 8 months ago + the number of problems that occurred in November for the software that started using in March 9 months ago
÷ The number of systems that make up the software that started using in March 9 months ago + the number of problems that occurred in November for software that started using in February 10 months ago
÷ Number of systems comprising software that was started in February, 10 months ago + Number of problems that occurred in November for software that was started in January, 11 months ago
÷ The number of systems that make up the software that was started in January 11 months ago

  In the above description, the target software to which the trouble occurrence rate after the convergence period is added is five types, from the one started in January to the one started in May. However, the number of types of software to which the trouble occurrence rate is added is arbitrary. In the above description, the use start period related to the software to which the trouble occurrence rate is added is January to May. However, a combination of other months may be arbitrarily selected.

  12, 13 and 14 are flowcharts illustrating an example of the procedure of the trouble occurrence rate calculation process. In the following process, the control unit 11 calculates a trouble occurrence rate using a work variable including an array. However, the control unit 11 may calculate the trouble occurrence rate by recording the calculation result or the processing result at the intermediate stage in the work table such as the parameter table 3T and the separation period table 4T.

  In addition, the process from step S102 to step S106 is a process which delimits elapsed time and calculates | requires each divided period. The process from step S107 to step S111 is a process for obtaining the use start number corresponding to the denominator of the trouble occurrence rate. The processing from step S112 to step S115 is processing for obtaining the number of trouble occurrences corresponding to the numerator of the trouble occurrence rate. The process from step S116 to step S121 is a process of calculating the trouble occurrence rate of each software started to be used in different periods and adding the calculated trouble occurrence rate.

The following variables are used below.
SOFT: variable for storing software name VL: variable for storing software version number M: variable for storing unit period of delimiter BP: variable for storing calculation base point K: variable for storing calculation period T: storage of calculation timing Variable L: Variable for storing the convergence period DAY: Work variable for storing the date FROM (): Array for storing the first date of the separator period TO (): Array for storing the last date of the separator period i: Number of periods Counter variable ID (): Array for storing support ID U_COUNT (): Array for storing the number of start of use T_COUNT (): Array for storing the number of trouble occurrences SUM: Variable for storing the added value of trouble occurrence rate R_TROUBLE: A variable for storing the trouble occurrence rate after addition M is in days.

The control unit 11 receives parameters input from the operation unit 17 (step S101). In step S101, the parameters received by the control unit 11 are the parameters, software name, and software version number of the parameter table 3T. In step S101, the control unit 11 also executes a process of substituting the received parameters for each variable. The control unit 11 calculates the base date of the separation period that divides the elapsed time toward the past (step S102).
The process in step S102 is as follows, for example.
DAY = BP-1
This is because BP-1 is based on BP at midnight or 12:00 pm on the previous day.

In order to avoid calculation of a period not used for calculating the trouble occurrence rate, the following may be performed.
DAY = (BP-1) −T × M

The control unit 11 calculates the first and last days of period 1 (step S103).
The process in step S103 is as follows, for example.
FROM (1) = DAY- (M-1)
TO (1) = DAY
The control unit 11 calculates the first and last days of the next period (step S104).
The process in step S104 is as follows, for example.
i = 2
FROM (i) = FROM (i-1) -M
TO (i) = TO (i-1) -M

  The control unit 11 increments the counter variable i (step S105). The control unit 11 determines whether i is larger than T + L (step S106). When it determines with i not being larger than T + L (step S106: NO), the control part 11 returns a process to step S104. When it is determined that i is larger than T + L (step S106: YES), the controller 11 advances the process to step S107.

The control unit 11 stores T in i (step S107). The control unit 11 stores the support ID in ID (i) (step S108). In step S108, the control unit 11 extracts a support ID satisfying the following conditions from the software management table 1T, and stores the extracted support ID in ID (i).
Software name = SOFT
Software version number = VL
FROM (i) ≤ start date of use ≤ TO (i)

  The control unit 11 stores the use start number in U_COUNT (i) (step S109). In step S109, the number of extracted support IDs, that is, the number of elements of ID (i) is stored in U_COUNT (i). The control unit 11 increments the counter variable i (step S110).

  The control unit 11 determines whether i is larger than T + L (step S111). When it determines with i not being larger than T + L (step S111: NO), the control part 11 returns a process to step S108. When it is determined that i is larger than T + L (step S111: YES), the control unit 11 advances the process to step S112.

The control unit 11 stores T in i (step S112). The control unit 11 stores the number of trouble occurrences in T_COUNT (i) (step S113). In step S113, the control unit 11 extracts the number of trouble occurrences that satisfy the following conditions from the trouble information management table 2T, and stores the extracted number of trouble occurrences in T_COUT (i).
Software name = SOFT
Software version number = VL
FROM (K) ≤ trouble occurrence date ≤ TO (K)
Support ID = Support ID of any element stored in ID (i)
The control unit 11 counts the number of records having a support ID attached to software or a system started to be used from the T period to the T + (L-1) period among troubles occurring in the period specified by K. Are extracted from the trouble information management table 2T.
The control unit 11 increments the counter variable i (step S114).

  The control unit 11 determines whether i is larger than T + L (step S115). When it determines with i not being larger than T + L (step S115: NO), the control part 11 returns a process to step S113. When it is determined that i is larger than T + L (step S115: YES), the control unit 11 advances the process to step S116.

0 is stored in the SUM (step S116). Step S116 is processing in which the control unit 11 initializes the SUM. The control unit 11 stores T in i (step S117). The control unit 11 calculates the trouble occurrence rate of the software started to be used in the period i, and stores the calculated trouble occurrence rate in the SUM (step S118).
The process in step S118 is as follows, for example.
SUM = SUM + (T_COUNT (i) ÷ U_COUNT (i))

  The control unit 11 increments the counter variable i (step S119). The control unit 11 determines whether i is larger than T + L (step S120). When it is determined that i is not greater than T + L (step S120: NO), the control unit 11 returns the process to step S118. If it is determined that i is greater than T + L (step S120: YES), the controller 11 stores the trouble occurrence rate repeatedly added to SUM in R_TROUBLE (step S121), and ends the process.

R_TROUBLE is a global variable, for example, and is referred to by the control unit 11 when the trouble occurrence rate is output as an actual value after the trouble occurrence rate calculation process ends.
When the control unit 11 receives an instruction to output the actual value of the trouble occurrence rate via the operation unit 17, for example, the control unit 11 displays the following trouble occurrence rate calculation result on the display unit 16.
Product name: JOHCHAR
Generation: V20L20
Actual value: 10.5

  The calculation period K in the above is relatively specified based on the calculation base point BP. However, the calculation period K may be absolutely specified as, for example, March 2, 2011, May 2011. Further, the calculation period K may be specified absolutely from the start date and the end date as from August 1, 2011 to August 31, 2011.

In the above description, the length of the time unit for dividing the elapsed time, the length of the time unit for counting the number of trouble occurrences, and the length of the target period (calculation period K) for calculating the trouble occurrence rate are the same. However, the length of these time units may be different.
For example, if the time unit for dividing the elapsed time and the time unit for counting the number of trouble occurrences are 1 day, an arbitrary length of 1 day or more is specified as the length of the target period for calculating the trouble occurrence rate. Can also calculate the trouble rate. In addition, when counting the number of trouble occurrences in units of one day, as a period for calculating the trouble occurrence rate, for example, a period spanning different years or months, such as December 15, 2011 to January 14, 2012 Even if is specified, the trouble occurrence rate can be calculated.

According to the calculation apparatus 1, the trouble occurrence rate of software can be calculated more accurately.
The time variation of the number of trouble occurrences differs between the start of use of the software and the convergence period and after the convergence period. The length of the convergence period varies depending on the type of software. Even if the trouble occurrence rate is calculated for all systems from the start of shipment to the present without considering the convergence period, it is difficult to objectively compare software with different shipment times and software with different shipment growth. is there. Since the calculation device 1 calculates the trouble occurrence rate based on the trouble that has occurred within the convergence period, it is possible to compare the quality even between software having a difference in shipping time, the number of shipments, and the like. Moreover, the calculation apparatus 1 can objectively compare the quality of software also by calculating a trouble occurrence rate based on the trouble which occurred after the convergence period.

  Large-scale systems consist of multiple software, and each software is released at different times. For this reason, the user starts using a plurality of software sequentially at different times. Even when the trouble occurrence rate of such a plurality of software is calculated for a specific period, the calculation device 1 ensures the objectivity of the trouble occurrence rate by adding the trouble occurrence rates in the software within the convergence period. be able to.

Embodiment 2
The second embodiment relates to a mode for calculating a trouble occurrence rate for each piece of various metadata about software. Further, the second embodiment relates to a mode for calculating the number of trouble occurrences per unit sales amount by dividing the number of trouble occurrences by the sales amount of software. The idea of the convergence period, the support ID, and the elapsed time are divided into each period are the same as in the first embodiment.
(Example 2-1)
Example 2-1 relates to an example in which the trouble occurrence rate is calculated for each user ID in the software management table 1T. Hereinafter, it is assumed that the user ID is the same as the customer ID for the manufacturer. By calculating the trouble occurrence rate for each user ID, the manufacturer can understand that a customer who has a high trouble occurrence rate of the delivered software spends more costs for support work than other customers. Thereby, it is possible to narrow down customers who can reduce the cost. In addition, even if the customer uses the same software as the other company in the same environment, and the trouble occurrence rate is higher than that of the other company, a signal to review the software operation system can be obtained.

  When receiving the software name and software version number, the calculation device 1 extracts the user ID, support ID, and use start date for the same software name and software version number from the software management table 1T. When the target period for calculating the trouble occurrence rate is input, the calculation device 1 calculates the trouble occurrence rate of the software in the input period for each user ID based on the extracted support ID and use start date. calculate. In addition, when the period for which the trouble occurrence rate is to be calculated is not input, the calculation device 1 calculates the software trouble occurrence rate for each user ID based on the extracted support ID and use start date. . The predetermined period here is a numerical value such as the last three months stored in advance as a predetermined period in the hard disk 14.

The calculation device 1 sorts the trouble occurrence rates calculated for each user ID and user ID in descending order. The calculation device 1 calculates an average value of trouble occurrence rates calculated for each user ID. The calculation device 1 displays the sorted user ID, trouble occurrence rate, and average value on the display unit 16.
Note that the calculation device 1 may perform various statistical processes (for example, calculation of variance and standard deviation) on the trouble occurrence rate calculated for each user ID, and display the execution result on the display unit 16.

(Example 2-2)
Example 2-2 relates to an example of processing the trouble occurrence rate based on the number of steps in the software management table 1T. Software with a large number of steps tends to have a large number of troubles. Therefore, by dividing the software trouble occurrence rate by the number of steps of the program constituting the software and normalizing it, it is possible to calculate the trouble occurrence rate excluding the effect of the number of steps.

  When calculating the trouble occurrence rate, the calculation device 1 extracts the number of steps corresponding to the support ID that is the basis thereof from the software management table 1T. When there are a plurality of support IDs from which the trouble occurrence rate is calculated, the calculation device 1 adds the number of steps corresponding to each support ID. In addition, when there are a plurality of pieces of software that have started to be used in different periods, the calculation device 1 adds the number of steps for each period in which the use has started.

The calculation device 1 normalizes the calculated trouble occurrence rate by the number of steps extracted or added, and calculates the trouble occurrence rate per step. The calculation device 1 displays the calculated trouble occurrence rate per step on the display unit 16. When the trouble occurrence rate according to the first embodiment is displayed on the display unit 16, the calculation device 1 may display the trouble occurrence rate per step calculated separately.
(Example 2-3)
Example 2-3 relates to an example in which the number of trouble occurrences per unit sales amount is calculated based on the sales amount of the software management table 1T. For example, when the trouble occurrence rate of a software product with a low price is high, the cost related to the support operation increases. Thus, by calculating the number of trouble occurrences per unit sales, it is possible to provide a material for grasping the quality of software from the viewpoint of cost.

The trouble occurrence rate was the number of trouble occurrences divided by the number of start of use. When the number of trouble occurrences per unit sales in this embodiment is regarded as a kind of trouble occurrence rate, the trouble occurrence rate is expressed by the following formula.
Trouble occurrence rate = number of trouble occurrences ÷ total sales amount corresponding to the number of start of use (l) The total amount of sales corresponding to the start of use (1) is the sales of the systems that make up the software that was used before l period The sum of the amount. The sales amount is extracted from the software management table 1T.

  When calculating the trouble occurrence rate, the calculation device 1 extracts the sales amount corresponding to the support ID as a basis from the software management table 1T. When there are a plurality of support IDs serving as a basis for calculating the trouble occurrence rate, the calculation device 1 adds the sales amount for each support ID and obtains the total sales amount corresponding to the plurality of support IDs.

  The calculating device 1 normalizes the sales amount obtained by extracting or adding the total number of trouble occurrences, and calculates the trouble occurrence rate per unit sales amount. The calculation device 1 displays the calculated trouble occurrence rate per unit sales amount on the display unit 16. When the trouble occurrence rate according to the first embodiment is displayed on the display unit 16, the calculation device 1 may display the trouble occurrence rate per unit sales amount calculated separately.

(Example 2-4)
Example 2-4 relates to an example in which trouble occurrence rates of a user who has received education on how to use the software and a user who has not attended the training are compared based on the attendance record of the software management table 1T. The attendance record of the software management table 1T is a flag indicating whether or not the user has attended education on how to use the software.

  Software created by large-scale development is educated on how to use the software because of its complexity. The presence or absence of attendance results may or may not correlate with the occurrence rate of trouble, but both results may be used by manufacturers and users to examine whether or not they should provide education on how to use the software, modify educational programs, etc. It becomes. Moreover, the trouble occurrence rate calculated according to the presence / absence of attendance results can be a material for the manufacturer to encourage the user to attend. The trouble occurrence rate calculated according to the presence / absence of attendance results is a material for the user to determine the cost-effectiveness related to attendance from trouble handling costs and attendance costs.

The calculation device 1 extracts the attendance record corresponding to the support ID that is the basis of the trouble occurrence rate to be calculated from the software management table 1T. When displaying the calculated trouble occurrence rate on the display unit 16, the calculation device 1 displays the presence / absence of attendance in association with the trouble occurrence rate.
When the calculated trouble occurrence rate is based on a plurality of support IDs, the calculation device 1 totals the number of cases with and without attendance from the software management table 1T. When the calculated trouble occurrence rate is displayed on the display unit 16, the calculation device 1 displays the total number of attendance records with and without the trouble occurrence rate.

(Example 2-5)
Example 2-5 relates to an example in which software troubles are classified more finely and a trouble occurrence rate is calculated for each classified trouble. The type of trouble that occurs in the software may vary depending on the elapsed time from the start of use of the software. Examples of such troubles include the following examples.
Installation error, environment setting error Operation error in new command execution Operation error in data backup processing, operation error when applying a correction program, initial setting error Fragmentation in hard disk and RAM and storage space depletion For hardware part replacement Operation mistakes involved

  For example, the phenomenon of the trouble information management table 2T is further subdivided, and a phenomenon column is added for each type of trouble. When calculating the number of trouble occurrences, the calculation device 1 adds up according to the type of trouble. The calculation device 1 calculates a trouble occurrence rate using the number of trouble occurrences tabulated for each trouble type, and displays the trouble occurrence rate for each trouble type on the display unit 16. Further, the calculation device 1 may display the trouble occurrence rate calculated for each type of trouble on the display unit 16 in chronological order of the divided periods.

  The second embodiment is as described above, and the other parts are the same as those of the first embodiment. Therefore, the corresponding parts are denoted by the same reference numerals, and detailed description thereof is omitted.

  Regarding the above embodiment, the following additional notes are disclosed.

(Appendix 1)
Refer to correspondence information in which the software identification information, the use start date of the software, and one or more occurrence dates when the trouble related to the software occurred are associated, and the period from the use start date is within a predetermined period For a certain software, a counting unit that counts the number of troubles occurring within the predetermined period based on the date of occurrence associated with the correspondence information;
A calculation device comprising: a calculation unit that calculates a trouble occurrence rate based on the number of troubles and the number of software totalized by the totalization unit.

(Appendix 2)
A reception unit that receives the start date and end date of the target period for calculating the occurrence rate of software problems,
The counting unit includes a start date and an end date received by the receiving unit for software whose period from the use start date associated with the correspondence information to the end date received by the receiving unit is within the predetermined period. Count the number of troubles that occurred during the relevant period,
The calculation device according to appendix 1, wherein the calculation unit calculates a trouble occurrence rate by dividing the number of troubles totaled by the totalization unit by the number of the software.

(Appendix 3)
The accepting unit further accepts an assumed period from the start date of software use until the number of troubles occurring with the software converges to a certain number,
The counting unit counts the number of troubles occurring in the target period for software whose period from the use start date to the end date that is associated with the correspondence information is within an assumed period received by the receiving unit. And
The calculation device according to appendix 2, wherein the calculation unit calculates a trouble occurrence rate by dividing the number of troubles totaled by the totalization unit by the number of the software.

(Appendix 4)
The reception unit further receives a period for dividing the elapsed time at regular intervals,
A delimiter that divides the elapsed time into a plurality of periods in the period accepted by the reception unit;
The correspondence information is information in which software identification information, the use start date of the software, and the date of occurrence of one or more troubles are associated with each other for each of a plurality of records,
The tabulation unit tabulates the number of troubles that occurred during the target period, for each software that is started to be used for each different period divided by the division unit,
The calculation unit calculates the trouble occurrence rate by dividing the number of troubles totaled by software by the totaling unit by the number of software started to be used for each corresponding period. The calculation apparatus according to Supplementary Note 3.

(Appendix 5)
The calculation device according to appendix 4, wherein the calculation unit adds a trouble occurrence rate calculated for each software that has started to be used for each different period.

(Appendix 6)
In the correspondence information, the software identification information, the use start date of the software, the date of occurrence of one or a plurality of troubles, and the identification information of one or a plurality of users related to the software are associated for each plurality of records. Information,
The tabulation unit tabulates the number of troubles for each user based on the identification information of one or more users associated with the correspondence information,
The calculation device according to appendix 1, wherein the calculation unit calculates a trouble occurrence rate for each user.

(Appendix 7)
The correspondence information includes software identification information, start date of use of the software, date of occurrence of one or more troubles, and whether or not the one or more users have attended education on how to use the software. Associated with,
The counting unit totals the number of troubles according to the presence or absence of the attendance record associated with the correspondence information,
The calculation device according to appendix 6, wherein the calculation unit calculates a trouble occurrence rate according to presence or absence of the attendance record.

(Appendix 8)
The correspondence information is information in which software identification information, a use start date of the software, an occurrence date of one or more troubles, and the number of steps of a program constituting the software are associated with each other.
The calculation device according to claim 1, wherein the calculation unit normalizes the calculated trouble occurrence rate by dividing the trouble occurrence rate by the number of steps associated with the correspondence information.

(Appendix 9)
The correspondence information is information in which software identification information, a use start date of the software, an occurrence date of one or more troubles, and a numerical value related to the economic value of the software are associated with each other.
The calculation unit according to appendix 1, wherein the calculation unit calculates the number of troubles in the numerical unit by dividing the number of troubles totaled by the totaling unit by a numerical value associated with the correspondence information. apparatus.

(Appendix 10)
Software for which a predetermined period has elapsed from the use start date with reference to correspondence information in which the identification information of the software, the use start date of the software, and one or a plurality of occurrence dates of troubles related to the software are associated with each other A counting unit that counts the number of troubles that have occurred after the predetermined period has elapsed based on the date of occurrence associated with the correspondence information;
A calculation device comprising: a calculation unit that calculates a trouble occurrence rate based on the number of troubles and the number of software totalized by the totalization unit.

(Appendix 11)
The calculation apparatus according to any one of Supplementary Note 1 to Supplementary Note 10, further comprising: an output unit that outputs a trouble occurrence rate calculated by the calculation unit.

(Appendix 12)
Refer to correspondence information in which the software identification information, the use start date of the software, and one or more occurrence dates when the trouble related to the software occurred are associated, and the period from the use start date is within a predetermined period For a certain software, the number of troubles occurring within the predetermined period is totaled based on the date of occurrence associated with the correspondence information,
A calculation method characterized by calculating a trouble occurrence rate based on the total number of troubles and the number of software.

(Appendix 13)
Refer to correspondence information in which the software identification information, the use start date of the software, and one or more occurrence dates when the trouble related to the software occurred are associated, and the period from the use start date is within a predetermined period For a certain software, the number of troubles occurring within the predetermined period is totaled based on the date of occurrence associated with the correspondence information,
A program that causes a computer to execute a process of calculating a trouble occurrence rate based on the total number of troubles and the number of software.

1. Calculation device (computer)
11 Control unit (aggregation unit, calculation unit, output unit)
14 Hard disk 17 Operation part (reception part)
2 Analysis target device 1P Program 1T Software management table 2T Trouble information management table 3T Parameter table 4T Separation period table 5T Support ID table 6T Trouble occurrence count totaling result table

Claims (5)

An execution unit that executes a setting command for setting the software identification information in the analysis target device;
The correspondence information in which the software identification information, the use start date of the software, and one or a plurality of occurrence dates when a trouble including an operation error or an inquiry related to the software has occurred are associated with each other, and the software identification information A command execution unit for executing an acquisition command acquired from the analysis target device;
The number of troubles including operation mistakes or inquiries that occur in relation to the software from the start date and end date of the target period for calculating the occurrence rate of troubles including operation mistakes or inquiries related to the software and the start date of use of the software is a fixed number. A reception unit that accepts an assumed period until convergence;
With reference to the correspondence information, the software from which the period from the use start date to the end date associated with the correspondence information is within the assumption period received by the reception unit and after the assumption period is included in the target period. A totaling unit that counts the number of troubles that occur and include operational errors or inquiries related to the software;
By dividing the number of troubles which the aggregating unit has counted the number of the software, calculation apparatus characterized by comprising a calculation unit configured to calculate the incidence of trouble. The reception unit further receives a period for dividing the elapsed time at regular intervals,
A delimiter that divides the elapsed time into a plurality of periods in the period accepted by the reception unit;
The correspondence information is information in which software identification information, the use start date of the software, and the date of occurrence of one or more troubles are associated with each other for each of a plurality of records,
The tabulation unit tabulates the number of troubles that occurred during the target period, for each software that is started to be used for each different period divided by the division unit,
The calculation unit calculates the trouble occurrence rate by dividing the number of troubles totaled by software by the totaling unit by the number of software started to be used for each corresponding period. The calculation device according to claim 1 . The calculation device according to claim 2 , wherein the calculation unit adds a trouble occurrence rate calculated for each software that is started to be used for each different period. A setting command for setting software identification information in the analysis target device is executed on the analysis target device.
The correspondence information in which the software identification information, the use start date of the software, and one or a plurality of occurrence dates when a trouble including an operation error or an inquiry related to the software has occurred are associated with each other, and the software identification information Execute the acquisition command to acquire from the analysis target device,
The number of troubles including operation mistakes or inquiries that occur in relation to the software from the start date and end date of the target period for calculating the occurrence rate of troubles including operation mistakes or inquiries related to the software and the start date of use of the software is a fixed number. Accept an assumed period until convergence,
With reference to the correspondence information, software that is within and after the assumption period in which the period from the use start date to the end date associated with the correspondence information is received is generated in the target period, and Aggregate the number of troubles including software errors and inquiries,
Dividing the total number of troubles by the number of software to calculate the trouble occurrence rate. A setting command for setting software identification information in the analysis target device is executed on the analysis target device.
The correspondence information in which the software identification information, the use start date of the software, and one or a plurality of occurrence dates when a trouble including an operation error or an inquiry related to the software has occurred are associated with each other, and the software identification information Execute the acquisition command to acquire from the analysis target device,
The number of troubles including operation mistakes or inquiries that occur in relation to the software from the start date and end date of the target period for calculating the occurrence rate of troubles including operation mistakes or inquiries related to the software and the start date of use of the software is a fixed number. Accept an assumed period until convergence,
With reference to the correspondence information, software that is within and after the assumption period in which the period from the use start date to the end date associated with the correspondence information is received is generated in the target period, and Aggregate the number of troubles including software errors and inquiries,
A program that causes a computer to execute a process of calculating a trouble occurrence rate by dividing the total number of troubles by the number of software.

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