JP2018113006A5 - - Google Patents

Description

Global maintenance service support system

  According to the present invention, inspection and repair can be performed, and maintenance work such as inspection and repair of predetermined facilities, equipment, and utilities owned by a client who has concluded a service contract has been registered in a predetermined area (global). Service technicians and repair parts that can provide the service service provided in real time are searched in real time, the service technician selected by the client is dispatched within the agreed time with the service technician agreed with the client, and the repair parts are delivered in the shortest time to inspect And business systems that enable recovery.

  For companies that have installed expensive equipment, it is important to fully use the equipment to make a profit. Therefore, it is a big problem that the equipment cannot be operated due to unscheduled inspection and repair when it is desired to work. In particular, the greater the reliability of the equipment, the less the need to have maintenance technicians in the enterprise, and the fewer such technicians in the enterprise, the problem will be greater in the future It seems to be. Therefore, it is possible to grasp the operation information of the facilities and the like at the support company by IoT, grasp the signs, recommend the preventive maintenance, and similarly grasp the failure, and present the possible solution from the past accumulated information. Systems and support locations of support companies are specifically shown on maps and the like, and there are systems and others that support service personnel to promptly receive them.

However, Patent Literature 1 to Patent Literature 7 disclose conventional techniques relating to these maintenance operations.

JP-A-5-108140 JP-A-2000-137 JP-A-2001-216414 JP-A-2002-288368 JP 2003-91608 A Japanese Patent Application Laid-Open No. 2005-107671 JP 2007-128299 A

  However, the above-mentioned patents are only diagnostic support and recovery support by a seller or a support company entrusted to a seller of equipment or the like. In addition, since there are a wide variety of equipment types, there are few human resources who can handle all types of equipment locally, and as a result, recovery time may be delayed. In addition, current facilities and the like often cannot recover their functions without specific repair parts, and delays in arranging and securing parts lead to delays in recovery.

  The present invention has been made in view of the above-mentioned problems, and it is safe and secure for service providers and service recipients to seek broadly beyond the company's frame for personnel who can provide technical support services and repair parts arrangements. In order to correctly respond to various equipment, the technical information of each equipment, the accumulated technical information such as abnormalities and failure trends and their countermeasures are quickly searched and browsed to narrow down and present failure factor candidates, and It can be ensured by remote technical support by a small number of highly skilled and experienced personnel specialized in the target equipment. That is, an object of the present invention is to provide a maintenance service providing system capable of arranging a recovery according to a request at any time and any place in the shortest time.

[Claim 1]
In order to solve the above problems, the present invention provides a maintenance server having service target information of a service member, a dispatch personnel server having dispatch personnel information for providing maintenance service, a service parts server having repair parts to be supplied, a service member A maintenance service providing business system that has a matching server that matches local information, dispatched personnel and repair parts, and a bidirectional information exchange server that performs remote technical support, settlement processing, and additional arrangement processing on the site. The features of the system are that it can perform matching, tracing, and settlement processing 24 hours a day, 365 days a year on a global basis, increase the number of service members, dispatched personnel, and service parts holders without registration by registering. What you can do To be able to publish mutual evaluation information of both service members and dispatched personnel and evaluate the validity of the transaction, and to receive remote technical support from the support service center for local technical difficulties.

[Claim 2]
The maintenance server provides basic information on each facility, facility, and utility (service member information (service contract details, payment method, location of service contract, location map in the field), degree of cooperation from dispatched personnel. Evaluation information), service contract target information (equipment specifications, installation drawings, modification / repair history, installed software and version, inspection records) and service contract target status information (operation history, operation measurement information, error detection information, self-diagnosis) Information) and accumulated technical information on abnormalities and countermeasures related to facilities, facilities and utilities that can be serviced (registration of past abnormalities and countermeasures, accumulated information on causal and countermeasure information and causal elucidation, FTA, PM analysis, etc.) Registered cause analysis information), registered for the target In addition to automatic analysis of abnormal items that are expected to occur based on the prediction and prior detection of abnormalities, automatic analysis of the abnormalities that occurred, and their analysis, have the latest technical information (technical information on reliability such as FMEA, MTBF, MTTR) This business system is characterized by automatically searching for the cause of the abnormalities and the possible effects of the failure (repair required period, operation rate effects), listing the inspection items, and automatically notifying the service member as an alert. is there.

[Claim 3]
The maintenance server further collects and classifies the detected abnormal information based on the accumulated technical information and the initial technical information with respect to the basic information, the contract target information, and the state information, and performs the processing for the abnormal analyzed from the defined abnormal phenomenon. This business system is characterized in that repair factors are ranked after automatically searching for factors, the types of technologies required for repair are listed, and the need for repair requests is automatically notified to service members as alerts.

[Claim 4]
The maintenance server further requests and responds to the alert notified to the service member from the service member (not requesting inspection and repair (corresponding to repair by himself / herself), watching the alert). The service system is characterized in that the service member receives only remote technical service support), receives a telephone consultation), receives the service member's judgment on the alert, and proceeds with the business process according to the judgment.

[Claim 5]
If the maintenance server further provides only the remote technical service support based on the result of the determination, the maintenance server performs scheduling of the service member and the technical support service charge on the matching server, determines the execution date and time of the remote technical support service, and notifies both parties as scheduled. I do. At the same time, it makes a charge / free decision based on the basic information in the maintenance server, presents the technical support service technical fee as an estimate, and automatically notifies the service member of the order support notification. This is a business system characterized by determining the provision of a technical support service based on order information from a service member.

[Claim 6]
The maintenance server further transmits basic information, service contract target information, service target status information, storage target information, accumulated technical information, and initial technical information to the technical support service staff at the time of performing the technical support service, and is transmitted from the site by a smart glass. Real-time and online technical support service via a two-way information exchange server for interactively sharing incoming real-time video image and audio information and providing technical support for images and audio from technical support service staff resident at the support service center This is a business system characterized by performing the following.

[Claim 7]
The maintenance server further registers the response result information registered by the technical support service staff as accumulated technical information, and charges a technical fee previously received based on service completion registration information including satisfaction evaluation from the service member. (In the case of free-of-charge support, only the completion notification is sent).

[Claim 8]
In the case where the maintenance server further provides temporary staffing based on the result of the determination according to the third aspect, basic information on registered human resources capable of providing a service (information certifying the place of residence and personal affairs (passport number, driver's license number, Tax payment number, credit card information, bank account information, etc., public technology / skill proof information (holding qualification number / qualification acquisition year), skill / technical performance information (skill / technical certification information by a specific certified person, training attendance history) , Inspection / repair performance information, failure occurrence history after service implementation, satisfaction evaluation from service members), location and contact information (GPS smartphone equipped with predetermined requirements and smartphone phone number / machine number information, specified Registration information and access to communication applications that meet the requirements of (Two-way communication establishment information) is extracted through a temporary staffing server that has a dispatching human resource that is geographically and correspondingly technically available, and is notified to the service member. Browse the current location and the displayed skills / technical performance information of the dispatched human resource candidates, basic technology, public technology / skill proof information, evaluations by other service members, etc., and rank and select the desired dispatchers. And sending the selection result to a matching server.

[Claim 9]
The matching server, based on the sign of abnormality and the result of the abnormality analysis, provides basic information on repair parts of a predetermined facility / equipment / utility (parts list of a warehouse owned by the company having serial number, stock quantity and storage location storage period information, registration agent Service parts server related to repair parts inventory such as parts list held by stores (serial number, storage location, number of storage, storage period) and parts inventory list with manufacturer's inventory (serial number, storage location, number of storage, storage period) The necessary repair parts are extracted via the, the date and time and the fee that can be obtained and delivered in the shortest time are automatically calculated (if free, the information of free is determined), registered in the matching server and a notification is sent to the service member It is a business system characterized by the following.

[Claim 10]
Based on the selection result, the matching server sends a notification to the dispatched personnel as to whether or not to accept the dispatched personnel via the dispatched personnel server. The dispatched personnel receives the acceptance request information transmitted to the mobile terminal, further checks the repair rank transmitted from the maintenance server, a summary of required repairs and information on a business trip destination and a technical fee. The business system is characterized by transmitting a date and time that can be dealt with, posting an acceptable person and a visitable date and time to a service member based on the transmission / reception information, accepting a judgment, and proceeding with a business process according to the judgment.

[Claim 11]
The matching server automatically creates a service contract text based on the determination result and sends it to the service member, dispatched personnel, and a repair parts dispatcher. Based on the acceptance notification from the three parties, the contract completion notification, the contract details, the visit date and time information, and the on-site delivery schedule information of the repair parts are automatically notified. In addition, after the notice of the contract, the dispatching personnel's location information will be disclosed to the service member from the scheduled start date of the service operation and displayed on a map in real time. Similarly, the repair part is a business system characterized by obtaining and notifying a delivery procedure and delivery status information from a shipping source, notifying a consigned logistics company and a package inquiry number, and enabling tracing. .

[Claim 12]
The above-mentioned matching server is a business system characterized in that dispatch information is notified to the dispatched personnel by registration of service receipt information from a service member.

[Claim 13]
The matching server is a business system characterized in that on the day of service provision, the local arrival information of dispatched personnel is obtained by a notice of acceptance from a service member, and the service start time is recorded.

[Claim 14]
The matching server presents basic information, service contract target information, service target status information, storage technology information, and initial technology information to dispatched personnel via the maintenance server, and provides information support for smoothly performing on-site services. This is a business system characterized by performing the following.

[Claim 15]
The matching server is a business system that receives technical support service request information from local dispatched personnel and notifies the waiting technical support service staff of service start. Subsequent technical support services are the same as in claim 5. Further, when the service is not completed, the business system is characterized in that the result of deciding the subsequent response by telephone consultation is registered in the maintenance server and notified to the service support center as a priority service required.

[Claim 16]
The maintenance server further registers the response performance information registered by the dispatched human resources as accumulated technical information, evaluates the degree of cooperation with service members, registers satisfaction evaluation information on technical support services, and registers satisfaction with service members. Based on service completion registration information including evaluation, this business system is characterized by requesting a technical fee and a repair parts cost that have been ordered in advance (only a completion notification is sent in the case of a free service).

[Claim 17]
The maintenance server further determines and notifies the dispatched personnel of the dispatched personnel based on the completion report based on the completion report based on the predetermined technical fee, various expenses rules, and the contents of the current contract through the two-way information exchange server. The temporary staff returns a payment acceptance and completes the payment to the temporary staff based on the reply. Further, the business system is characterized in that a service member is charged at the same time based on a contract and a notice of permission.

[Claim 18]
In order to expand the number of registered dispatched personnel, the dispatched personnel server further obtains regional recommendations from service members and their serviced facilities, equipment, utilities, inspection and failure occurrence frequency, service amount, etc. through the matching server. Skill list (service frequency and service income by region are large) is extracted. This is a business system characterized by assembling a training / practice program.

[Claim 19]
The temporary staffing server further extracts, through the maintenance server, equipment operators required globally, and guides the service member companies to register not only support service personnel but also operation personnel capable of responding to each facility. This is a business system that performs notification.

[Claim 20]
The dispatching personnel server further matches the dispatching and recruiting of operation personnel and support service personnel from member companies and non-member companies for a certain period of time through the matching server to promote the mobility of personnel between companies. This business system is characterized by presenting proposals (number and candidate list) to member companies, inquiry companies, and registered human resources, and supporting matching.

  In order to achieve the above object, the invention of the maintenance service providing system according to the first aspect includes a maintenance server according to the second aspect relating to the company, equipment, technology, and operation information to be maintained and a necessary support service obtained therefrom. Claims for the dispatched personnel server and the necessary repair parts in claim 8 regarding the personnel possessing the technologies and skills that can be provided are searched in the shortest possible time, and arrangements and local arrivals are made, as well as identity information for providing safety and security A matching server according to claim 9, which controls the evaluation, contract, billing / transfer processing, etc., and a two-way information exchange server according to claim 6, which enables remote on-line technical support for dealing with specific problems specific to equipment. It has a maintenance service providing system.

  The invention of the maintenance server according to claim 2 provides detailed information such as the specific location of each facility, equipment, and utility owned by the service member and the contract content information, the specifications and installation work contents concerning the service contract object, the history up to now, and the like. Specific information and past and present status information of the target equipment, information that could only be grasped within the customer, development and design technical information such as the reliability of the applicable equipment type, and troubles and trouble factors that occurred after its operation, Combining both the accumulated maintenance technology information, which can be solved, and information that could only be grasped by equipment manufacturers and service companies, predicts abnormalities, automatically analyzes prior detections, the effects of possible failures, It is possible to extract assumed factors. As a result, it is possible to narrow down what kind of response technology and repair parts are necessary, and to match a dispatched human resource that is difficult to match with a phenomenon to be dealt with.

  The invention of the temporary staffing server according to claim 8 is not a technical person mainly engaged in maintenance service for a specific object belonging to a specific service company, but has basic technologies such as electricity, mechanical and software, and has a similar basic structure. Then, by evaluating and registering in advance human resources capable of responding to facilities of different manufacturers, etc., the number of options that can respond in an emergency can be increased. In particular, since confidential information on technology also exists at the manufacturing site of a company, it is not only necessary to provide human resources, but it is also necessary to ensure the identity. In addition, technologies and skills levels that were difficult to grasp before self-reporting and actual use by a specific company were ranked according to a certain standard, and detailed information such as maintenance history and evaluation from service recipients is detailed. There is no such thing that can be confirmed. It is important to note that the service members are able to make objective decisions about which candidates are best to choose because they know where those identified people are and how likely they are to be used. Features.

  The invention of the matching server according to the ninth aspect is assumed not only to match the dispatched personnel who are difficult to match with the phenomenon to be dealt with, but also to match the real availability of necessary repair parts for the phenomenon to be dealt with. The point is that the availability date is specified. For this reason, the matching server constantly updates its database with information on the stock status of its own companies, manufacturers, distributors, and other companies, and uses a reliable parts list (serial number, storage location, number of stored items, stored items, etc.). It has the feature that the date and time when it can be obtained and delivered in the shortest time and the fee are automatically calculated (if the fee is free, the information that the fee is free) is determined globally.

  According to the invention of claim 6, the real-time video image / audio information transmitted from the site by smart glasses is bidirectionally shared, and a technical support service resident at the support service center transmits the image and voice information. In addition to providing real-time and online technical support services through a two-way information exchange server for providing technical support, in addition to normal monitoring by operating equipment and confirming operation for hypothesis verification through smart glasses It is characterized in that it runs a real-time technical hypothesis verification cycle in which information that cannot be obtained is obtained and the new information is sent to the maintenance server and then subjected to automatic analysis again.

Service overview System Configuration

The present invention provides, as service target information of a service member, basic information including the location of a contract target such as facilities, equipment, and utilities owned by the service member, contract target information including equipment specifications, state information including operation history, and abnormalities. Supply a maintenance server that has accumulated technical information on handling and handling, and initial technical information on reliability, and a dispatching personnel server that has skills and technical information, location information, and contact information as dispatching personnel information that provides maintenance services. Service parts server with serial number, storage location, storage number and storage period information as basic information on repair parts, and candidate repair parts required through the service parts server are extracted and can be obtained or delivered in the shortest possible time Service date and time, A matching server for matching personnel and repair parts, wherein the maintenance server detects the basic information, the contract object information, and the state information based on the accumulated technical information and the initial technical information. Collects and classifies the specified abnormal information, searches for the cause of the abnormalities from the defined abnormal phenomena, ranks the repairs, lists the types of technologies required for repair, and notifies the service member of the necessity of a repair request as an alert. Means for receiving response information regarding a request for inspection / repair from a service member in response to the alert, and, when providing temporary staffing, dispatching which is a geographically and correspondingly technical candidate via the temporary staffing server. Extract human resources, notify service members, select and assign desired dispatchers to multiple people, and match the selection result To provide a means for returning to the grayed server, the maintenance business providing business system with a.

The maintenance service providing service system includes a two-way information exchange server that performs on-site remote technical support, payment processing, and additional arrangement processing. The maintenance server presents the basic information, the contract target information, the status information, the storage technology information, and the initial technology information to a technical support service resident at a support service center, and is transmitted from the site by smart glasses. Real-time video and audio information is shared in both directions, and technical support is provided by technical support service staff using images and audio.

The maintenance server is configured to analyze an abnormality item that is predicted to occur based on the prediction and prior detection of an abnormality based on the basic information, the contract target information, the state information, the accumulated technology information, and the initial technology information. A means for analyzing the abnormalities that have been analyzed, searching for the factors required for the analyzed abnormalities and the effects of possible failures, such as the required repair period and the effect of the operation rate, and listing the inspection items, and a means for notifying the service member as an alert , Is provided.

FIG. 1 is an overall service diagram. This service is a service that dispatches appropriate human resources and necessary materials to member companies that receive services based on information exchange composed of five servers. There are five points of cooperation with the outside: service member companies, equipment of service member companies, dispatched human resources, education and training schools, and parts holding companies (parts registration companies, warehouses). Cooperation with the outside is done through the Internet. Internal information is exchanged by connecting five servers managed by the support service center via an intranet.

FIG. 2 is a system configuration diagram. The four points of cooperation with the outside are service member companies, dispatched personnel, education and training schools, information terminals (PCs, smartphones, etc.) of parts holding companies (parts registration companies, warehouses), and service facilities owned by service member companies (target The equipment is an IoT connection or equipment management terminal), and is connected to five servers managed by the support service center via the Internet. Member companies can connect to the two-way information exchange server, stock holding companies (parts registration companies, warehouses) can connect to the service parts server, skill training schools can connect to the dispatch staff database, and dispatch staff can connect to the dispatch staff server.
Each server other than the information exchange server is connected to the associated database and updates information.

  There is a maintenance server to analyze the summary of services to be addressed. The maintenance server acquires information on the customer company and its facilities from the customer / facility database based on the information from the member companies, and acquires technology-related information from the technology database accumulated in-house, and analyzes and analyzes abnormalities. I do.

  The matching server searches the grasped abnormal information, the human resources who can deal with the abnormal information, and the possession status of necessary parts, generates the shortest service response period and estimation information, and transmits the information to the bidirectional information exchange server.

  The two-way information exchange server communicates with member companies, parts holding companies, and dispatched personnel based on information acquired internally.

Claims (3)

As service target information of the service member, basic information including the location of the contract target such as facilities, facilities, and utilities owned by the service member, contract target information including the equipment specifications, state information including the operation history, accumulation of abnormalities and countermeasures. A maintenance server with technical information and initial technical information on reliability ,
A temporary staffing server having skills / technical information, location information and contact information as temporary staffing information for providing maintenance services,
As basic information about the auxiliary Osamu parts you supply, production number, storage location, and service parts server with the information of the storage number and the storage period,
By extracting the required repair parts via the service parts server, calculating the shortest available or deliverable date and time , local information of service members, dispatched personnel and a matching server that matches the repair parts , Have
The maintenance server is
The basic information, the contract target information, and the state information are collected and classified based on the accumulated technical information and the initial technical information based on the abnormal technical information. Means for ranking repairs, listing the types of technologies required for repair, and notifying service members of the need for repair requests as alerts;
Means for receiving, from the service member, response information regarding a request for inspection / repair in response to the alert,
In the case of providing temporary staffing, dispatch staffing candidates which are geographically and correspondingly technically candidate are extracted and notified to service members via the temporary staffing server, and a plurality of desired dispatchers are ranked and selected. Means for returning to the matching server;
Maintenance operations provide business system with a. Equipped with a two-way information exchange server for on-site remote technical support, payment processing and additional arrangements,
The maintenance server presents the basic information, the contract target information, the status information, the storage technology information, and the initial technology information to a technical support service resident at a support service center, and is transmitted from the site by a smart glass. The maintenance service providing business system according to claim 1, wherein real-time video image / audio information is bidirectionally shared, and technical support is provided by a technical support service person using images and voice. The maintenance server is configured to analyze an abnormality item that is predicted to occur based on the prediction and prior detection of an abnormality based on the basic information, the contract target information, the state information, the accumulated technology information, and the initial technology information. A means for analyzing the abnormalities that have been analyzed, searching for the factors required for the analyzed abnormalities and the effects of possible failures, such as the required repair period and the effect of the operation rate, and listing the inspection items, and a means for notifying the service member as an alert The maintenance service providing business system according to claim 1 or 2, further comprising: