JP2010152765A - Multi-vendor repair progress management system for warranty-expired device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a system for managing the progress of repair work of various devices and enabling a person concerned to check the progress. <P>SOLUTION: The repair progress management server of the repair progress management system includes: a means for displaying a screen for inputting information on a target device in a management website; a means for assigning a reception number to customer identification information and device identification information input from a management terminal through the management website and registering the reception number in a database; a means for associating progress information of each process such as reception, diagnosis, estimation, work, shipping preparation and shipping of the target device, which is input from the management terminal with the reception number and recording the progress information in the database; a means for displaying all or only a portion of the progress information in the management website in response to a request from the management terminal; and a means for displaying all or a portion of the progress information requested by the customer in a customer website by referring to the database in response to a request from the customer terminal. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention is a method for managing the progress of repair and confirming the status in a business of taking back a medical device, a measuring device, etc. that have passed a repair guarantee period from a customer corresponding to a multi-vendor, performing a repair, and returning it. About the system.

In general, medical devices and measuring devices are not supported by vendors (manufacturers) after a certain number of years have passed since production ends. There is a case. The business of accepting repairs of these devices, which have ended device support, regardless of vendor, is significant in that it uses useful devices as much as possible without wasting them. However, when undertaking such repairs, technical information held only by the original vendor cannot be obtained, and repairs tend to be difficult. In order to solve this problem, Patent Document 1 discloses an inspection apparatus for analyzing a failure of a board / unit mounted on a device in a non-energized state by a simple operation. If such an inspection apparatus is used, it becomes possible to undertake repairs of equipment in correspondence with multi-vendors.
JP 2007-212192 A

When carrying out the repair business as described above, the target device is picked up once, diagnosed, estimated according to the diagnosis result, determined the expected return date, then the actual repair work is performed, and the work is returned after the work is completed. . Accordingly, there is a considerable period from the application for the repair request to the return of the device, and the period varies depending on the repair contents.
Therefore, it is useful that the customer who requested the repair can easily check the progress of the repair without inquiring of the repair company. In addition, it is efficient if each repair department can check the progress of repairs.
Also, if it is unclear whether the target device has passed the original vendor's repair guarantee period, repair work cannot be started efficiently. This is because it is more sure to shift to the repair by the original vendor within the repair guarantee period. If it is possible to quickly determine that the device has passed the repair guarantee period, the diagnostic work can be started immediately.
It is an object of the present invention to provide a multi-vendor compatible system that determines a target device after the repair guarantee period has elapsed, manages repair progress, and can check the progress as necessary.

In order to achieve the above object, the present invention provides the following configurations.
The repair progress management system for repaired devices with a multi-vendor compatible warranty period according to the present invention receives a repair of a target device that has passed the repair warranty period, manages the progress of the repair work, and confirms the progress. In a multi-vendor compatible repair progress management system including a repair progress management server connected to a terminal via a network, the repair progress management server includes device identification information for identifying a device manufactured by each of a plurality of vendors. Means for associating the repair warranty period information with the database and registering the information in the database; means for displaying a screen for inputting device identification information for identifying the device in response to a request from the management terminal; The database is repaired based on the device identification information input from the management terminal via the website. A means for determining whether or not the device has passed the repair warranty period by referring to the warranty period information, and a customer for identifying the customer when it is determined that the device is a target device that has passed the repair warranty period Means for displaying on the management website a screen for inputting identification information and information on the target device other than the device identification information; and the customer identification information input from the management terminal via the management website; Assigning a reception number to a set of device identification information and information related to the target device, associating the reception number with each set of input information and registering it in a database, via the management website Progress information of each process of receiving, diagnosing, estimating, repairing work, preparing for shipment and shipping input from the management terminal is associated with the reception number and stored in the database. And acquiring the progress information regarding all target devices with reference to the database in response to a request from the management terminal, or acquiring only the corresponding progress information using the reception number as a key. Means for displaying on the management website a screen enabling browsing of the acquired progress information, and the progress information on all target devices requested by the customer with reference to the database in response to a request from a customer terminal Or acquiring only the corresponding progress information using the receipt number as a key, and displaying a screen on the customer website that allows the acquired progress information to be browsed.

According to the present invention, it is determined whether or not the repair guarantee period has elapsed for the equipment for which the repair request has been made, and when the repair guarantee period has passed, the acceptance process is performed. Since the progress information of each process of receiving, diagnosing, estimating, repairing work, shipping preparation and shipping is displayed on the website, both the customer and the manager can check the progress of the repair whenever necessary.
In addition, the present invention is applicable to the repair of a target device that is not limited to a specific vendor's device and is compatible with a multi-vendor and whose repair guarantee period has passed by the vendor, so that the device that can still be fully utilized is not wasted, The system is also suitable for the environment.
Furthermore, since it is first determined whether or not the repair guarantee period has elapsed by the vendor, repair work can be started efficiently.

Hereinafter, embodiments of the present invention will be described with reference to the drawings showing examples.
FIG. 1 is a schematic configuration diagram of a repair progress management system for a multi-vendor compatible repair guarantee period elapsed device according to the present invention.
The repair progress management server 1, the database 13, the management terminal 14, and the work department 15 are components owned by the repair company. The customer terminal 21 and the target device 22 are components owned by the customer 2 side. The target device 22 is preferably a device that can accept various devices regardless of the manufacturer, and in particular, a device whose repair guarantee period (or maintenance period) by the manufacturer (or maintenance company) has passed.

  The repair progress management server 1 responsible for the main function of the system is implemented by an appropriate computer, and a program that implements each function of the system is introduced, the program is read into a memory and executed by the CPU, and functions as a system. To do. The repair progress management server 1 has a web server function, and constructs a customer website 11A and a management website 11B, respectively. The data processing unit 12 schematically shows a program execution function by the CPU, and is a reception processing unit 12A, a progress management processing unit 12B, a progress confirmation processing unit 12C, and a symptom search processing unit 12D, which are main processes of this system. The repair warranty period information processing 12E is included.

  The reception processing unit 12A performs reception processing when a customer requests repair of the target device. The progress management processing unit 12B performs recording processing of progress information of each process of receiving, diagnosing, estimating, working, preparing for shipment, and shipping of the target device. The progress confirmation processing unit 12C performs a process of making it possible to browse each process of receiving, diagnosing, estimating, repairing, shipping preparation, and shipping of the target device via the customer website 11A or the management website 11B. The symptom search processing unit 12D performs a process of searching for information from the past repair record when the target device is diagnosed. The repair guarantee period information processing 12E performs processing for registering repair guarantee period information by the vendor for each device manufactured by a plurality of vendors.

  The database 13 is composed of a plurality of tables for storing information related to this system. These multiple tables construct a relational database linked by common items. A customer information table 13A for registering customer information, a request basic information table 13B for storing basic request information for repair target devices, a repair progress information table 13C for recording the repair progress status of target devices, estimate information, and billing information are stored. There are an estimate / billing table 13D, a symptom list table 13E for storing past repair records, and a repair warranty period information table 13F for registering repair warranty period information for devices manufactured by a plurality of vendors. In addition to these, a table may be provided as appropriate. Also, these table configurations are examples, and various configurations are possible.

  The management terminal 14 is connected to the repair progress management server 1 via the Internet or a LAN, and has a browser function for browsing a website. Although only one management terminal 14 is shown as a representative, it may be installed for each department in charge of each process of the work department 15.

  The work department 15 schematically shows each process and its flow when the target device is repaired. The processing flow by the repair progress management server 1 is performed in conjunction with the actual work in the work department 15. In the reception work 15A, a repair request is received from a customer. In the arrival work 15B, the target device is picked up and received from the customer. In the diagnostic work 15C, a failure of the target device is diagnosed. In the estimation work 15D, an estimation is performed based on the diagnosis result. In the repair work 15E, the target device is actually repaired. It should be noted that the repair referred to here includes a case where calibration or repair is performed. In the shipping preparation work 15F, preparation for shipping is performed to return the repaired target device to the customer. In the shipping operation 15G, the target device is shipped to the customer.

  The customer terminal 21 is connected to the repair progress management server 1 via the Internet, and has a browser function for browsing a website. The target device 22 is a medical device or a measuring instrument.

2A to 2F show an example of each table constituting the database 13 of FIG.
The customer information table 13A illustrated in FIG. 2A includes data items for storing a customer ID 201 that uniquely identifies a customer and customer information. The customer information includes a customer name 202, an address 203, a telephone number 204, a FAX number 205, and the like. In the customer information table 13A, a customer ID is assigned when a new customer is registered, and a new record is created.

  The request basic information table 13B shown in FIG. 2B includes a customer ID 201, a reception number 206 for uniquely identifying each case of the repair request, a vendor name 207 of the target device, a device model number 208 as device identification information, a device serial number. No. 209, repair guarantee period 210 for recording the progress of the repair guarantee period, acceptance date 211, delivery desired date 212, estimate presence / absence 213 indicating whether or not to perform an estimate, work category 214 indicating the work content for the target device, failure The data item includes a symptom code 215 for classifying each symptom, a diagnosis result 216 for entering details of the diagnosis result, and a scheduled work completion date 217 determined from the diagnosis result. The types of data items are not limited to these. The request basic information table 13B is assigned a receipt number when a new request is received, and a new record is created. Note that the time point at which data is stored in the request basic information table 13B is not limited to the time of acceptance, and there is also a data item in which data is stored at the time of diagnosis or work completion.

  The repair progress information table 13C illustrated in FIG. 2C includes a reception number 206, an arrival date 218, a diagnosis start date 219, an estimate issuance date 220, a work start date 221, a shipping preparation start date 222, a shipping date 223, and the like. These data items correspond to each process related to the repair of the target equipment (arrival, diagnosis, estimation, repair work, shipping preparation, shipping), and each process is not completed by the data stored in these data items. , Whether it is in progress, or completed.

  The estimate / billing information table 13D illustrated in FIG. 2D includes data items of a reception number 206, an estimated amount 224, an estimate response result 225, an invoice issuance 226, and a paid-in 227. The types of data items are not limited to these. The estimate is made when the customer requests an estimate at the time of repair request, and the estimated amount is determined based on the diagnosis result. Further, if the customer accepts the estimate, the process proceeds to the repair work process. If the customer declines the request as a result of the estimate, the request is canceled.

  The symptom list table 13E illustrated in FIG. 2E includes a device model number 208, a symptom code 215, a symptom detail 228, a part number 229, a part name 230, a work category 231, a work detail 232, and the like. The past repair history is accumulated for each device. For example, the symptom details are extracted from the diagnosis result 216 of the request basic information table 13B and accumulated in the symptom list table 13E. The symptom list table 13E is referred to at the time of diagnosis or repair work.

  The repair warranty period information table 13F illustrated in FIG. 2F includes data items of a vendor name 207, a device model number 208, and a repair warranty period end date 235. The vendor name 207 includes a plurality of manufacturers. When the end information of the repair guarantee period for each device manufactured by each vendor is obtained, it is registered in this table 13F. The end information of the repair warranty period is determined in advance at the start of equipment sales, the scheduled end date is announced after the equipment sales, or the vendor may be notified individually to the repair or maintenance company. . Although it is not possible to reliably obtain information on the repair warranty period for all devices, by collecting and accumulating as much information as possible, it is possible to quickly determine whether the repair warranty period for the device has passed when receiving repairs. And subsequent repair work can be smoothly proceeded.

3 to 6 are diagrams showing examples of main processing flows of the present system.
FIG. 3 shows an example of a reception process flow when a new repair request is received. The person in charge of the work department in FIG. 1 receives a new repair request from a customer and receives necessary information (telephone, FAX, etc.). The person in charge operates the management terminal, logs in to the management website of the repair progress management server, and requests display of the reception input screen (step 301).

  In response to the request from the management terminal, the repair progress management server displays a first reception input screen for inputting device information on the management website (step 302).

When the reception input screen is displayed on the management terminal, the person in charge first inputs only the device information. The device information includes at least device identification information for identifying which device of which vendor the device is, for example, includes at least a vendor name and a device model number (step 303).
The repair progress management server refers to the repair warranty period information table using the device identification information input from the management terminal as a key, and determines whether the repair warranty period of the device has passed or not. If the end date of the repair warranty period registered in the repair warranty period information table 13F has passed, it is determined that the device is a target device of this system (step 304). In the case of a device that is not registered in the repair guarantee period information table 13F, the process shifts to another process (not shown) to check whether or not the repair guarantee period has elapsed for the device. If the repair warranty period information table 13F is registered but the end date of the repair warranty period has not been reached, the process proceeds to another process (not shown) to confirm whether the device requires repair by the vendor. Or mediate to a vendor. Whether or not to accept repair for a device whose repair guarantee period has not elapsed is arbitrary, but is outside the scope of the present invention.

  If it is determined that the device is a target device of this system, a reception input screen for other request information is displayed on the management website (step 305).

  When registering a new customer for the first time, select the operation for new registration, enter the customer information, and then provide repair information (equipment information, acceptance date, desired delivery date, desired delivery date, estimated availability, etc.) Input (step 306). In the case of a customer who has already been registered, the customer information can be omitted by inputting the customer ID. The repair progress management server acquires each information input from the management terminal via the management website.

  In the case of a new customer, a new customer ID is assigned, a new record is created in the customer information table 13A, and customer information is stored (step 307).

  Furthermore, a new reception number is assigned to the repair request information (that is, a set of customer identification information, device identification information, and other target device information) this time, a new record is created in the request basic information table 13B, The customer ID and the target device information are stored in association with each other (step 308). If the customer is already registered, the process skips step 307 and proceeds to step 308. After the reception process is completed, the customer ID and reception number are notified to new customers, and the reception number is registered to registered customers by appropriate means (FAX, e-mail, etc.).

FIG. 4 is an example showing a processing flow for inputting the progress status of each process from receiving a repair request to receiving the target device, repairing it, and shipping. Steps 401 to 405 are repeated as each process proceeds.
At the point in time when repair progress information should be input, the management terminal logs in to the management website, designates the subject to be input with a reception number, and requests display of a progress input screen for the input target process (step 401). ).

  In response to the request from the management terminal, the repair progress management server extracts necessary information by referring to the tables 13A to 13E of the database using the receipt number as a key, and creates a progress input screen for the requested process. Display (step 402).

  When the reception input screen is displayed on the management terminal, the person in charge inputs the repair progress information of the process. For example, when the arrival is completed, the arrival progress input screen is displayed and the arrival date is input. When the diagnosis is started, the diagnosis progress input screen is displayed and the diagnosis start date is input. When the diagnosis is completed, the diagnosis progress input screen is displayed and the symptom code, symptom details, work classification, and scheduled work completion date are input. When an estimate is made, an estimate progress input screen is displayed and an estimate issuance date, an estimated amount, and an estimate response result are input. When repair work is started, a work progress input screen is displayed and a work start date is input. When the work is completed and the shipment preparation is started, the shipment progress input screen is displayed and the shipment preparation start date is input, and when the shipment is completed, the shipment progress input screen is displayed and the shipment date, invoiced, paid, etc. are displayed. input. Thus, as each process proceeds, the person in charge sequentially inputs from the management terminal (step 403).

  When the repair progress management server acquires the progress information of each process of receiving, diagnosing, estimating, repairing, shipping preparation, and shipping of the target device input from the management terminal, each table 13A in the database is associated with the reception number. To 13E sequentially (step 404).

  In the diagnosis process, when a diagnosis result is input to the requested basic information table 13B, it is recorded in the symptom list table in the same manner, and the diagnosis information is accumulated (step 405).

FIG. 5 is an example showing a processing flow for confirming the repair progress by the management terminal 14.
When the management terminal wants to check the progress of repair, it logs in to the management website and requests display of a progress check screen (step 501). This confirmation can be made any time after the acceptance process is completed. Unless otherwise specified, the display request is for all cases in the past and currently in progress. When it is desired to confirm only a specific customer, customer identification information such as a customer ID is input and specified. If you want to confirm only a specific case, enter the receipt number and specify it. Alternatively, it may be requested by specifying a period.

  In response to the request from the management terminal, the repair progress management server refers to each of the tables 13A to 13E in the database, creates a progress confirmation screen for all or specified cases, and displays it on the management website (step 502). . In particular, referring to the repair progress information table 13C in FIG. 2C, it is possible to determine which process is in the repair. In the repair progress information table 13C, when only the reception number is input, it is determined that the product is in a waiting state for arrival. In addition, when the date up to the date of issuing the estimate is input and the date after the work start date is not input, it is determined that the request is waiting for an estimate response. Further, when the shipment preparation start date is input and the shipment date is not input, it is determined that the product is in a shipment waiting state. The same applies to the repair progress confirmation process by the customer shown in FIG.

  When the progress confirmation screen is displayed on the management terminal, the person in charge browses the progress confirmation screen to confirm the progress (step 503). FIG. 6 is an example of a progress confirmation screen for a management terminal.

FIG. 7 is an example showing a processing flow for confirming the repair progress by the customer terminal 21.
When the customer terminal wants to check the repair progress, the customer terminal logs in to the management website and requests display of a progress check screen (step 601). This confirmation can be made any time after the acceptance process is completed. Unless otherwise specified, the display request is for all cases in the past and currently in progress. If you want to confirm only a specific case, enter the receipt number and specify it. Alternatively, it may be requested by specifying a period.

  In response to the request from the customer terminal, the repair progress management server refers to each of the tables 13A to 13E in the database, creates a progress confirmation screen for all or designated cases, and displays it on the customer website (step 602). .

  When the progress confirmation screen is displayed on the customer terminal, the customer browses this and confirms the progress (step 603). FIG. 8 is an example of a customer terminal progress confirmation screen.

It is a schematic block diagram of the repair progress management system of this invention. It is an example of the customer information table which comprises the database of FIG. It is an example of the request basic information table which comprises the database of FIG. It is an example of the repair progress information table which comprises the database of FIG. It is an example of the estimate and billing information table which comprises the database of FIG. It is an example of the symptom list table which comprises the database of FIG. It is an example of the repair guarantee period information table which comprises the database of FIG. It is an example which showed the reception process flow at the time of receiving a new repair request. It is an example which showed the processing flow which inputs the progress of each process after receiving a repair request, receiving an object apparatus, repairing, and shipping. It is an example which showed the processing flow which confirms repair progress with a management terminal. It is an example of the progress confirmation screen for management terminals. It is an example which showed the processing flow which confirms repair progress with a customer terminal. It is an example of the progress confirmation screen for customer terminals.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Repair progress management server 11A Customer website 11B Management website 12 Data processing part 12A Reception processing part 12B Progress management processing part 12C Progress confirmation processing part 12D Symptom search processing part 13 Database 13A Customer information table 13B Request basic information table 13C Repair progress information table 13D Estimate / Billing information table 13E Symptom list table 13F Repair guarantee period information table 14 Management terminal 15 Work department 2 Customer 21 Customer terminal 22 Target device

Claims (1)

Multi-vendor equipped with a repair progress management server connected to the management terminal and the customer terminal via the network in order to receive repair of the target equipment that has passed the repair guarantee period, manage the progress of the repair work, and check the progress In the corresponding repair progress management system, the repair progress management server includes:
Means for associating device identification information for identifying a device manufactured by each of a plurality of vendors and its repair warranty period information in a database;
Means for displaying on the management website a screen for inputting device identification information for identifying a device in response to a request from the management terminal;
Means for referring to the repair guarantee period information in the database based on the equipment identification information input from the management terminal via the management website and determining whether or not the equipment has passed the repair guarantee period; ,
When it is determined that the target device has passed the repair guarantee period, a screen for inputting customer identification information for identifying the customer and information about the target device other than the device identification information is displayed on the management website. Means for displaying;
A reception number is assigned to a set of information relating to the customer identification information, device identification information, and target device input from the management terminal via the management website, and the reception number and a set of each information input Means for associating and registering them in the database;
Progress information of each process of receiving, diagnosing, estimating, repairing, shipping preparation, and shipping of the target device input from the management terminal via the management website is sequentially recorded in the database in association with the reception number. Means to
In response to a request from the management terminal, the progress information regarding all target devices can be acquired by referring to the database, or only the corresponding progress information can be acquired using the reception number as a key, and the acquired progress information can be viewed. Means for displaying on the management website,
Acquired the progress information regarding all target devices requested by the customer with reference to the database in response to a request from the customer terminal, or acquired only the corresponding progress information using the receipt number as a key, and acquired And a means for displaying a screen on which the progress information can be browsed on a customer website.

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