JPH1185842A - Product warranty management system - Google Patents

Abstract

(57) [Summary] [Problem] The present invention mainly relates to a system for managing customer information for assured product assurance, eliminating the need to bundle a product warranty with the product, and reliably managing customer information at the time of product sale. It is to be. SOLUTION: By connecting a warranty issuing terminal having an encryption function which is easy to input product information and a customer management center which manages the product warranty information as customer management information so as to be able to communicate with each other, a conventional product warranty is provided. Eliminates the hassle of handling and realizes a safe and reliable product warranty management system.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

[0001] The present invention relates to a warranty issuing terminal and a customer management center which are connected so that information can be communicated, or a warranty lame terminal and a home information terminal which are connected so that information can be communicated. The present invention relates to a product warranty management system capable of reliably registering and managing warranty information in a customer management center.

[0002]

2. Description of the Related Art Conventionally, the following mechanism has been adopted as this kind of product warranty management method. FIG. 7 is an example of a product warranty when a user purchases a product.

[0003] Usually, this product warranty is bundled with the product, and the dealer unpacks the product at the time of product sale, takes out the product warranty, and enters the product number, serial number, store name, address, telephone number, etc. in predetermined columns. And then give it to the buyer. The purchaser enters and stores the purchaser's name, address, and telephone number in predetermined fields of the product warranty, and presents it when maintenance such as repair occurs.

[0004]

However, in the method using the product warranty as described above, since it takes time to unpack and fill in the product at the store, the product warranty must be packed with the product and purchased by the purchaser. In some cases, it does not always fulfill the function as a product warranty, for example, in some cases, the purchaser leaves the purchaser as it is.

Another problem is that if the product warranty is given to the purchaser, the information described in the product warranty cannot be used for customer management and service.

An object of the present invention is to provide a useful product warranty management system that solves the above-mentioned problems.

[0007]

In order to achieve the above object, the present invention relates to a product warranty management system in which a warranty issuing terminal and a customer management center are connected so as to be able to communicate with each other to perform product warranty and customer management. The issuing terminal is
Reading means for reading product information attached to a product or an attached member, input means for inputting customer information, control means for synthesizing, storing and controlling information of the reading means and the input means in a predetermined product warranty information format, Display means for displaying the formatted product warranty information on the screen, printer means for printing the product warranty information displayed on the screen, and first data conversion means for converting the product warranty information into a transmittable data format And the customer management center,
Transmitting and receiving means for transmitting the converted product warranty information;
Customer management center is a transmitting and receiving means for receiving the data of product warranty information transmitted from the warranty issuance terminal, a second data conversion means for converting the received product warranty information into a customer-manageable data format, Management means for configuring a customer management database.

In order to achieve the above object, a warranty issuing terminal and a customer management center are connected to each other so as to be able to communicate with each other so that product warranty and customer management can be performed. Reading means for reading product information attached to the member, image display means capable of inputting image information and displaying product warranty information, synthesizing, storing and controlling the product information and image information as product warranty information Control means, printer means for printing the product warranty information displayed on the screen, first data conversion means for converting the product warranty information into a transmittable data format, and The transmission / reception means for transmitting the warranty information and the customer management center perform the data conversion of the product warranty information transmitted from the warranty issuing terminal. A receiving means for receiving a second data converting means for converting the received warranty information to the customer manageable data format is characterized by having a management unit which constitutes the customer management database.

Further, in order to achieve the above-mentioned object, in a product warranty management system in which a warranty issuing terminal and a home information terminal are connected so as to be able to communicate with each other and perform product warranty and customer management, Reading means for reading product information attached to the attached member, first control means for synthesizing, storing and controlling the information of the reading means in a predetermined product warranty information format, and displaying the formatted product warranty information on a screen Display means for displaying, transmitting and receiving means for transmitting and receiving product warranty information, and a home information terminal, wherein image information can be input and image display means for displaying product warranty information on a screen, and product information and image information are displayed. It has a second control means for combining, storing and controlling as product warranty information, and a transmitting and receiving means for transmitting and receiving the product warranty information. It is set to.

[0010]

FIG. 1 is a system configuration diagram showing an embodiment of the present invention.

In FIG. 1, the block enclosed by the solid line on the right side shows the configuration of the warranty issuing terminal 1, and the block enclosed by the solid line on the left side shows the configuration of the customer management center 9. The warranty issuing terminal 1 and the customer management center are connected by a telephone line.

[0012] The warranty issuing terminal 1 includes a reading means 2 for reading product information attached to a product or an attached member, an input means 3 for inputting customer information, and the information of the reading means 2 and the input means 3 as a predetermined product guarantee. Control means 4 for synthesizing, storing and controlling the information in an information format; display means 5 for displaying the formatted product warranty information on a screen; and printer means 6 for printing the product warranty information displayed on the screen.
And a first data conversion means 7 for converting the product assurance information into a transmittable data format and a customer management center 9
And transmission / reception means 8 for transmitting the product warranty information in the form of data.

Usually, the warranty issuing terminal 1 is installed at a store. As shown in FIG. 2, when the warranty issuance terminal 1 is activated at the time of product sale, a screen for a product warranty is displayed on the display means 5 (# 1). Reading means 2
Read the product number or serial number of the product purchased or the product described in the packing box (# 2). Next, the name, address, and telephone number of the store, and the name, address, and telephone number of the purchaser are input by the input means 3 (# 3). The information read and input is arranged and displayed in a predetermined column of the product warranty (# 4). Check the contents of the warranty card on the screen (#
5) Printed out by the printer means 6 as a product warranty (# 6). At the same time, the information of the product warranty is converted into a transmittable data format by the first data conversion means (# 7) and transmitted to the customer management center via the transmission / reception means 8 (# 8). The control means 4 is basically composed of a CPU and a memory, and controls information storage, synthesis and timing associated with operations such as reading, inputting, formatting, displaying, format converting, and transmitting the information.

The reading means 2 comprises a bar code reader capable of reading bar-coded product information and a character recognizing means capable of recognizing character information. The reading means 2 has a structure detachable from the warranty issuing terminal, and is connected to the warranty issuing terminal using a cordless means as a medium.

The input means 3 comprises a card reader and a keyboard for inputting information of an ID card of a purchaser or a store.

The transmitting and receiving means is constituted by a modem capable of transmitting and receiving signals through a telephone line. Customer Management Center 9
Is a transmission / reception unit 8 for receiving the product warranty information, a second data conversion unit 10 for converting the received product warranty information into a data format that can be managed by the customer, and a management for configuring the customer management database with the decrypted product warranty information. And means 11.

The customer management center is set up at a product maker or the like. As shown in FIG. 2, the operation of the customer management center 9 receives the product warranty information sent from the warranty issuing terminal by the transmission / reception means 8 (# 9) and converts it into a data format that can be managed by the customer (# 10). .

The management means 11 has a customer management database system, and the converted data is incorporated into the customer management database system as customer management information (# 11).

The first data conversion means 7 in the certificate issuing terminal 1 has an encryption function, and the second data conversion means 10 in the customer management center 9 has a decryption function. 1 shows an embodiment of a system configuration of first and second data conversion means according to a system. The format conversion means A24 converts the product warranty information into a data format for encryption. Reference numeral 21 denotes key data for encryption, and the encryption unit 23 encrypts the format-guaranteed product assurance information using the key data. Decoding means 25
Is the key data 2
Decrypt by 1. The format conversion means B26 converts the decrypted product warranty information into customer management information data.

FIG. 4 is a system configuration diagram showing the second embodiment. Warranty issuing terminal 12 and customer management center 15
Are connected by telephone lines.

The warranty issuing terminal 12 includes a reading means 2 for reading product information attached to a product or an attached member, an image display means 14 capable of inputting image information and displaying product warranty information, Means 13 for synthesizing, storing and controlling image information as product warranty information
Printer means 6 for printing the product warranty information displayed on the screen, first data conversion means 7 for converting the product warranty information into a transmittable data format, and customer management center 15
And transmission / reception means 8 for transmitting data of product assurance information. The image display means 14 has a touch panel on which a handwriting information such as a store name, an address, a telephone number, and a purchaser name, an address, a telephone number and the like can be inputted by a touch pen is integrally formed on a display screen.

When the warranty issuing terminal 12 is activated, a product warranty is displayed on the image display means 14.

The reading means 2 reads the product number or serial number of the purchased product or the product described on the packing box. Next, the store name, address, and telephone number, and the purchaser's name, address, and telephone number are entered on the touch panel of the image display means 14 with a touch pen. The information read and input is arranged in a predetermined column of the product warranty and displayed on the image display means 14. After confirming the contents of the warranty card on the screen, it is printed out by the printer means 6 as a product warranty card. At the same time, the information of the product warranty is converted into a transmittable data format by the first data conversion means 7 and transmitted to the customer management center through the transmission / reception means 8. The control means 13 is a CP
It is basically composed of a U and a memory, and performs information storage, information storage, synthesis, and timing control associated with operations such as reading, inputting, formatting, displaying, format conversion, and transmitting the information.

The customer management center 15 receives the data of the product warranty information transmitted from the warranty issuance terminal 12 and transmits and receives the product warranty information, and converts the received product warranty information into a data format that can be managed by the customer. Data conversion means 10 and management means 16 constituting a customer management database
It is composed of The customer management center 15 receives the product warranty information sent from the warranty issuing terminal 12 by the transmission / reception unit 8 and converts the product warranty information into a data format that can be managed by the customer by the second data conversion unit 10.

The management means 16 has a customer management database system, and the converted data is incorporated in the customer management database system as customer management information.

FIG. 5 is a system configuration diagram showing the third embodiment. The warranty issuing terminal 17 and the home information terminal 19 are connected by a telephone line. The warranty issuance terminal 17 is installed at a store, and the home information terminal 19 is installed at home such as a product purchaser. The warranty issuing terminal 17 includes a reading unit 2 that reads product information attached to a product or an attached member,
Input means 3 for inputting customer information, first control means 18 for synthesizing, storing and controlling information of the reading means in a predetermined product warranty information format, and display for displaying formatted product warranty information on a screen Means 5, transmitting / receiving means 8 for transmitting / receiving product warranty information, and home information terminal 1.
Reference numeral 9 denotes an image display means 14 which allows input of image information directly on the screen and displays product warranty information on the screen, and a second control for synthesizing, storing and controlling the product information and the image information as product warranty information. Means 20 and transmission / reception means 8 for transmitting / receiving product warranty information.

The operation of the warranty issuing terminal is as follows. When the warranty issuing terminal 17 is activated at the time of product sale, a screen of the product warranty is displayed on the display means 5. The reading unit 2 reads the product number or serial number of the purchased product or the product described on the packing box. Next, the name, address, and telephone number of the store are input by the input means 3. The information read and input is arranged and displayed in a predetermined column of the product warranty. The first control means 18 transmits the information of the guarantee confirmed on the screen of the display means 5 to the home information terminal 19 via the transmission / reception means 8 to the home information terminal 19. The transmitting / receiving means 8 of the home information terminal 19 receives the information of the warranty card and displays it on the screen of the image information means 14 through the second control means 20. The purchaser enters the purchaser's name,
The address and the telephone number are input by handwriting on the touch panel with a touch pen, and are stored in the second control means as a product warranty for the purchased product. At the same time, the information of the product warranty is transmitted to the warranty issuing terminal 17 of the store. The warranty issuing terminal 17 of the store stores the received information on the product warranty as customer management information.

FIG. 6 is a system configuration diagram showing a fourth embodiment. In FIG. 7, a home information terminal 27 and a product main body 29 are connected via an information communication medium. The home information terminal 27 is capable of inputting image information and displaying product warranty information on a screen. Image display means 14, a second control means 20 for synthesizing, storing and controlling product information and image information as product warranty information, a transmitting / receiving means 8 for transmitting product warranty information, and receiving product information from a product main body 29. A second transmitting / receiving means 28 and a product body 29
Is composed of a main body control means 30 for controlling the main body of the product, a product information storage means 31 for storing product information, and a second transmitting / receiving means 28 for transmitting the product information.

The product information storage means 31 stores product information such as the product number, serial number, manufacturer name, department, and the like. The product information is stored at the time when the product is first put into operation after installation or at the home information terminal 27. When the product information transfer request is received, the product information is transmitted from the transmitting / receiving means 32 to the home information terminal 27 via the information communication medium. The product information is input to the home information terminal 27 through the second transmitting / receiving means. Note that the input operation of the customer information and the like are the same as those of the home information terminal 19 in the third embodiment, and thus the description is omitted.

As the information communication medium, wireless means can be used. When the main body control means 30 has a function of transmitting abnormality information on the main body operation, the main body control means 30 transmits the abnormality information to the home information terminal 27 when an abnormality occurs in the operation of the product.

Each of the embodiments described above can also be configured to be able to communicate with each other.

[0032]

As described above, according to the present invention, it is not necessary for a product manufacturer to bundle a product warranty with a product in advance. The customer information can be reliably obtained at the time of product sale by the warranty issuing terminal and the information communication means. The use of the encryption means reduces the unauthorized use of customer information. Further, for the store, customer information can be accumulated without troublesome work by the warranty issuing terminal. Further, for the purchaser, the home information terminal and the information communication means enable the paperless storage of the product warranty without any troublesome work.

Further, since the information communication between the customer management center, the warranty issuing terminal, the home information terminal, and the product itself becomes possible, the issuing and managing functions of the warranty at the time of product purchase, such as the exchange of product abnormality information, etc. Instead, a permanent product warranty mechanism can be built between manufacturers, dealers and buyers.

[Brief description of the drawings]

FIG. 1 is a configuration diagram of a product warranty management system according to a first embodiment of the present invention.

FIG. 2 is a flowchart showing the operation of the product warranty management system.

FIG. 3 is a system configuration diagram using a common key encryption method in first and second data conversion means;

FIG. 4 is a configuration diagram of a product warranty management system according to a second embodiment of the present invention.

FIG. 5 is a configuration diagram of a product warranty management system according to a third embodiment of the present invention.

FIG. 6 is a configuration diagram of a product warranty management system according to a fourth embodiment of the present invention.

FIG. 7 is a diagram showing an example of a product warranty.

[Explanation of symbols]

 1,12,17 Guarantee issuing terminal 2 Reading means 3 Input means 4,13 Control means 5 Display means 6 Printer means 7 First data conversion means 8 Transmission / reception means 9,15 Customer management center 10 Second data conversion means 11, 16 management means 14 image display means 18 first control means 19, 27 home information terminal 20 second control means 28 second transmission / reception means 31 product information storage means

 ──────────────────────────────────────────────────続 き Continued on the front page (72) Inventor Yoshihiro Ishizaki 1006 Kazuma Kadoma, Kadoma City, Osaka Inside Matsushita Electric Industrial Co., Ltd.

Claims (16)

[Claims] In a product warranty management system in which a warranty issuance terminal and a customer management center are connected so as to be able to communicate with each other and can perform product warranty and customer management, the warranty issuance terminal transmits product information attached to a product or an attached member. Reading means for reading, input means for inputting customer information, control means for synthesizing, storing and controlling information of the reading means and the input means into a predetermined product warranty information format, and displaying the formatted product warranty information on a screen. Display means for displaying, printer means for printing the product warranty information displayed on the screen, first data conversion means for converting the product warranty information into a transmittable data format, and data converted to the customer management center. The transmission / reception means for transmitting the product warranty information and the customer management center use the data-converted product transmitted from the warranty issuing terminal. Transmitting and receiving means for receiving the product warranty information, second data converting means for converting the received product warranty information into a data format which can be managed by the customer, and managing means constituting a database for managing the customer. Characterized product warranty management system. 2. A product warranty management system in which a warranty issuance terminal and a customer management center are connected so as to be able to communicate with each other so that product warranty and customer management can be performed. Reading means for reading, image display means capable of inputting image information and displaying product warranty information, control means for synthesizing, storing and controlling product information and image information as product warranty information, Printer means for printing the product warranty information, first data conversion means for converting the product warranty information into a transmittable data format, and transmission / reception means for transmitting the productized warranty information to the customer management center. The customer management center, receiving and transmitting means for receiving the digitized product warranty information transmitted from the warranty issuing terminal, A product warranty management system, comprising: a second data conversion unit for converting product warranty information into a data format that can be managed by a customer; and a management unit that configures a database for managing the customer. 3. A product warranty management system in which a warranty issuance terminal and a home information terminal are connected so as to be able to communicate with each other and can perform product warranty and customer management.
Reading means for reading product information attached to a product or an attached member, first control means for synthesizing, storing and controlling information of the reading means in a predetermined product warranty information format, and displaying formatted product warranty information on a screen Display means for displaying on the top, transmission / reception means for transmitting / receiving product warranty information, a home information terminal, image display means capable of inputting image information and displaying product warranty information on a screen, product information and image A product assurance management system comprising: a second control unit that combines, stores, and controls information as product assurance information; and a transmitting and receiving unit that transmits and receives product assurance information. 4. In a product assurance system in which a home information terminal and a product are connected so as to be able to communicate with each other and product warranty information is transmitted from the product to the home information terminal, the home information terminal receives the product information. The second transmitting and receiving means and the product
A product assurance management system comprising: a product information storage unit that stores product information; and a second transmission / reception unit that transmits product information. 5. The product warranty management system according to claim 1, wherein the reading means of the warranty issuing terminal comprises a bar code reader capable of reading bar-coded information. 6. The product warranty management system according to claim 1, wherein the input means of the warranty issuing terminal includes a card reader and a keyboard capable of inputting information of an ID card. 7. The method according to claim 1, wherein the first data conversion means of the certificate issuing terminal has an encryption function, and the second data conversion means of the customer management center has a decryption function. Or the product warranty management system according to 2. 8. The product warranty management system according to claim 1, wherein the reading means of the warranty issuing terminal has a structure detachable from the warranty issuing terminal, and the connection with the warranty issuing terminal is made by using a cordless means as a medium. 9. The product warranty management system according to claim 2, wherein the image display means includes a touch panel capable of inputting information with a touch pen, which is integrated with a display screen. 10. The product warranty management system according to claim 1, wherein said transmitting means, said receiving means, and said transmitting / receiving means are constituted by a telephone line modem. 11. The product warranty management system according to claim 1, wherein the reading unit of the warranty issuing terminal is constituted by a character recognizing unit capable of recognizing character information. 12. The product warranty management system according to claim 4, wherein the product is configured to transmit abnormal information when the product operates abnormally. 13. The product warranty management system according to claim 4, wherein the information communication between the home information terminal and the product is constituted by wireless communication means. 14. The product warranty management system according to claim 4, wherein the product can transmit product information in response to a request signal from outside. 15. The product warranty management system according to claim 4, wherein the product information can be transmitted when the product first operates after the product is installed. 16. The product warranty management system according to claim 1, wherein the product, the home information terminal, the warranty issuing terminal, and the customer management center are communicably connected.