JP3209613B2 - Repair parts supply service management system - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a repair parts supply service management system for supplying repair parts to a plurality of users for various devices used by each user.

[0002]

2. Description of the Related Art In recent years, various information processing devices such as computers, facsimile machines, copiers, word processors, and workstations have been installed in factories, offices and offices.

In such an information processing device, since it is directly connected to business, if a failure occurs due to any factor, it is necessary to investigate the cause of the failure in a short time and repair it. Since it is very uneconomical for each user to have spare parts for his or her own equipment and to have dedicated maintenance technicians, the maintenance and management of each equipment by the manufacturer of the equipment or a dedicated service company Is often outsourced.

[0004] Therefore, a maker or a service company undertakes maintenance and management of each device by a large number of users. FIG. 15 is a schematic diagram showing the flow of service work in such a service company.

[0005] When the receptionist 2 resident in the service center 1 receives, for example, by telephone from the user 3 that a failure has occurred in his or her own device, the failure occurrence reception ledger 4 stores the user name, the user's model, and so on. Describe failure occurrence information such as failure status. When the service person 5 is waiting at the service center 1, the service person 5 is notified of the trouble occurrence information described in the trouble occurrence reception ledger 4.

[0006] The serviceman 5 specifies the required repair parts based on the model and the failure status, checks the parts ledger 6 and confirms that the repair parts are stored in the parts shelf (warehouse) 7. Then, the corresponding repair part is taken out from the parts shelf (warehouse) 7 and the delivery is described in the parts ledger 6.

[0007] The serviceman 5 writes in the attendance ledger 8 which user 3 he or she will attend, together with the purpose of attendance.
Next, after examining the user ledger 9 and confirming the address of the user 3 and the model to be used, the user 3
Go to.

After the serviceman 5 has repaired the equipment at the user 3, the serviceman 5 returns to the service center 1 and notifies the receptionist 2 of the end of the repair. The receptionist 2 writes an end mark in the failure occurrence information of the user 3 from the failure occurrence reception ledger 4.

The serviceman 5 returns to the parts shelf 7 the repair parts not actually used among the repair parts brought to the user 3 and also describes in the parts ledger 6 the cancellation of the delivery of the repair parts. I do.

[0010]

However, FIG.
However, there is the following problem to be solved even in a system that responds to a work request from a user in the procedure shown in FIG. (1) In many cases, the service request from the serviceman 5 sent from the user 3 to the service center 1 is not accurately transmitted because the user 3 is in a hurry. In such a case, the receptionist 2 writes the general requirements in the failure occurrence reception ledger 4.

If the information is inaccurate, the serviceman 5 needs to specify the correct user name by repeating the user ledger 9 from the inaccurate information and to identify the model of the user. is there. Therefore, the work load of the receptionist 2 and the serviceman 5 increases.

(2) Since the serviceman 5 also performs all processes such as delivery to the parts ledger 6 and cancellation of delivery, etc., handwriting is performed. As a result, the probability that the problem that the actual inventory amount in the parts shelf 7 does not match the inventory inventory amount in the parts ledger 6 occurs increases.

(3) Since the number of types of repair parts for each device is enormous, it is almost impossible for the service engineer 5 to always know the part numbers of the necessary repair parts. . Therefore, the serviceman 5 must check the part number of the part incorporated in the repair target model from the service manual or the like of the corresponding device, which is very complicated.

[0014] The present invention has been made in view of such circumstances, and by making each ledger into an electronic file, it facilitates the search of each file using a search key indicating an attribute. It is an object of the present invention to provide a repair parts supply service management system which can greatly reduce the administrative processing load of a service person and a service person, can execute inventory management of repair parts accurately, and can provide prompt service to a user.

[0015]

In order to solve the above-mentioned problems, a repair parts supply service management system according to the present invention stores the stock amount of each repair part of various devices of each user together with a search key indicating a part attribute. A part management file, a user management file that stores, for each user, the type of use of the user and user information together with a search key indicating the user attribute, and attendance request information including failure information of the user equipment received from each user are stored. And a failure occurrence reception file that is stored sequentially.

Further, in the present invention, in addition to the above-mentioned configuration, a man-machine device for inputting attendance request information, repair part entry / exit information, user information, etc., which are notified from each user, Attendance request registering means for searching the user management file with the search key included in the entered attendance request information, identifying the user and the model used by the user, and registering the same in the failure reception file, and a man-machine device input. A part management file delivery update unit that displays similar repair parts corresponding to the search key of the repair part, and issues a part management file based on the specified repair part and delivery information, and input from the man-machine device. An attendance request information clearing means for clearing the attendance request information for the corresponding user in the failure occurrence reception file based on the attendance completion information And a parts management file receipts updating means during attendance inputted from the man-machine unit based on the repair parts of warehousing information unused for goods receipt updates the parts management file.

[0017]

In the repair parts supply service management system configured as described above, a parts management file, a user management file, and a failure reception file are provided.
Since the number of users and types of repair parts are very large, each user and each repair part are classified into a plurality of groups, a search key is set for each attribute, and user information, repair parts and The inventory amount is registered in each file.

Therefore, when a search code such as a user name, a district name, and a model name is received from the user by telephone, the receptionist can easily identify the user by searching the user management file using the search key.

Similarly, the service technician causes the man-machine device to display the work request information stored in the trouble occurrence reception file, and specifies a repair part based on the type of use of the displayed work request information and the trouble occurrence information. The part number of the repair part is often unknown to service personnel. in this case,
By searching the parts management file using a search key such as the type of the repaired part and the model used, the correct part number can be specified in a short time.

When the receptionist inputs the work request information received from the user using the man-machine device, the work request information is registered in the failure occurrence reception file in a time series in a time series.

After the serviceman performs a part management file delivery process for the necessary repair parts on the man-machine device based on the attendance request information registered in the trouble occurrence reception file, the actual repair parts are removed from the parts shelf. The user goes to the user with reference to the user information of the user stored in the user management file.

When the repair of the device by the user is completed, the service person returns to the service center, and clears the attendance request information of the user from the failure occurrence reception file from the man-machine device.

As described above, the access process for all the files can be executed by using one man-machine device, and the search process can be performed more efficiently by employing the search key.

[0024]

An embodiment of the present invention will be described below with reference to the drawings. FIG. 1 is a schematic diagram illustrating a schematic configuration of a repair parts supply service management system according to an embodiment. This repair parts supply service management system is composed of a kind of information processing device such as a computer, and as shown in the figure, for example, a plurality of files configured on a magnetic disk device and a plurality of files configured on an application program. Task (system), and one man-machine device composed of, for example, a CRT display device and a keyboard.

More specifically, the repair parts supply service management system includes a management system 11 for managing the operation of the entire system, a parts management subsystem 13 for performing a parts search and retrieval process for the parts management file 12, a user, The system includes a user management subsystem 15 for performing user search and user registration deletion processing on the management file 14, an attendance management subsystem 17 for performing registration deletion on the failure occurrence reception file 16 and the like, and a man-machine device 18. .

A drawing subsystem 19 for creating a map for registration in the user management file 14 is connected to the user management subsystem 15. further,
In addition to the failure occurrence reception file 16 described above, an inspection file 20 and an installation file 21 are connected to the attendance management subsystem 17.

The parts management file 12 stores a large number of parts information and inventory information shown on the left side of FIG. 2 for each repaired part. FIG. 2 shows a state in which each piece of component information of the repair part has not been registered, and FIG. 3 shows a state in which each piece of component information of the repair part has been registered. 2 and 3 show the state displayed on the CRT display device 18a of the man-machine device 18. FIG. The window 22 is located on the right side of FIGS.
Is displayed.

As shown in the figure, a part number exceeding 10 digits, a part name, a name of a device using the part, and a stock amount are set as part information of each repair part. Further, a plurality of entry / exit histories are stored in chronological order.

In the window 22 of the display screen shown in FIG. 2, six processing menus for selection by an operator such as a service person are displayed. The operator is a man-machine device 18
Of the processing is input by a keyboard 18b.

[1. [Initial registration] indicates a process of registering a new repair part in the part management file 12. [2. "Search" shows a process for specifying the target part number of the repair part using the search key when the operation type does not completely remember the part number. For example, [2. Specify [Search] from the keyboard 18b, and select [DIS
[K] as a search key, as shown in FIG.
The part number and the part name of each repair part designated as [DISK] is displayed in the format of a list in the equipment used among all the repair parts registered in.

When a target repair part is found in the displayed list, the operator sets the entry number 23 to the keyboard 1.
8b or the cursor. When the target repair part is designated, the CRT display device 18a displays the part information, the stock amount, and the stocking history of the corresponding repair part as shown in FIG.

Although not shown, it is also possible to input, for example, the first to third digits of the part number as a search key. In this case, all the part numbers and part names having the designated numbers in the first to third digits are displayed in a window. The operator may specify a target repair part from among them. That is, although the user does not remember all the part numbers exceeding 10 digits, for example, there is a high probability that the upper 1 to 3 digits are remembered. Can be identified.

[3. Correction / Cancel] is processing for correcting or deleting the registered component information. [4. Receiving process] is a process for updating the stock amount and the entry / exit history when the corresponding spare part is newly entered into the parts shelf.

[5. Payout process] is a process of updating the stock amount and the entry / exit history when the corresponding spare part is delivered to the user to bring it. [6. As shown in FIG. 8, the service menu is a process for displaying a menu 24 for the operator to display various information stored in the system on the display screen of the CRT display device 18a.

As shown in FIG. 4, the user management file 14 shown in FIG. 1 contains, for each user, a plurality of digits of user code, user name, reading, used model, region, service person in charge (SE), user Map 2 showing the location of
5. User information such as an address is stored. Further, inspection information such as the installation date, the final inspection date, the next inspection date, the number of inspections, and the number of failure occurrences of the equipment used by the user is stored.

When one user is specified, a user code or a user name is designated using the man-machine device 18, and the user information and inspection information shown in FIG. Will be displayed.

However, in case the operator does not remember the above-mentioned user coat or user name accurately, the system of this embodiment uses the model, the user name, the reading, the district among the above-mentioned pieces of user information. Are designated as search codes.

That is, when the operator inputs, for example, the model to be used from the keyboard 18b, the user management file 14
All the user names and user codes using the same model registered in the CRT are displayed on the CRT display device 18a. If the operator designates a target user from among the plurality of displayed users, the user information and inspection information of the target user are displayed as shown in FIG.

Note that search codes for other user names, readings, districts, and the like have the same function. As shown in FIG. 6, in the failure occurrence reception file 16 of FIG. 1, a plurality of attendance request information 26 notified from each user by telephone or the like is stored in chronological order. Each attendance request information 26 includes a user code, a used model, a user name, an occurrence date and time, an attendance date and time, a completion date and time, a service person in charge, a failure occurrence status, and the like.

In the work of registering the attendance request information 26 in the failure occurrence reception file 16, a receptionist assigned to the service center inputs a key using the man-machine device 18 while receiving a telephone call from the user. As described above, since the user is in a hurry, it is rare that an accurate user code, a user name, or a model (model number) is transmitted. Using the reading, district, etc. as a search key, accurate user information of the user is obtained, and the correct work request information 26 shown in FIG.

In the attendance request information 26 shown in FIG. 6, the occurrence date and time, the attendance date and time, the completion date and time, etc. are automatically set at the time of the registration operation. FIG. 7 shows a processing task selection menu 27 displayed on the CRT display 18a in a standby state after the power supply of the repair parts supply service management system is turned on. As shown in the processing task selection menu 27, in the embodiment system, 10) from 1) to 10)
Individual processing tasks can be selected with the keyboard 18b.

Basically, there are three items: periodic inspection of equipment already installed by the user and in operation, failure occurring in the equipment in operation, and installation of new equipment.
1) and 4) show the schedule of [inspection] and the completion registration deletion processing for the point-and-shared file 20 of FIG. Also,
2) and 5) are [failure] occurrence and attendance to the failure occurrence reception fal 16. Indicates the completion registration deletion processing business. Further, 3) and 6) show the schedule of installation and completion registration deletion processing for the installation file 21 in FIG.

Next, the specific operation of each of the systems 11, 13, 15, and 17 will be described with reference to the flowcharts of FIGS. FIG. 9 is a flowchart showing an initial processing operation when the power of the management system 11 is turned on. At the start of the flowchart, at a predetermined time such as 8:00 am set in advance in a clock circuit (timer), the power is turned on at an automatic point and the date is checked. On the first day of each month, the entry / exit list of the previous month in the parts management file 12 is printed out. Next, the day of the week is checked. In the case of Sunday, the user management file 1
4. An unused area reduction / compression process is performed on the component management file 12.

In the case of a normal day other than Sunday, a directory check of the user management file 14 and the parts management file 12 is performed, and when the free space of each file 12.14 becomes small, a file expansion process is performed.

Thereafter, the setup of the failure occurrence reception file 16, the inspection file 20, and the installation file 21 is performed. More specifically, in the failure occurrence reception file 16, a participant whose work was requested before yesterday, and which was not urgent and was not repaired on the day on the day is registered in the failure occurrence reception file 16 again today. Also,
In the inspection file 20 and the installation file 21, if there is an inspection operation or an installation operation designated on today's date in the user management file 14 shown in FIG. 4, the [inspection] [installation] operation For each file 20, 21
Register with.

When the initial processing at the time of power-on in the management system 11 is completed, the attendance management subsystem 17 shown in FIG. 10 is started. When the attendance management subsystem 17 shown in FIG. 10 is started, first, a processing task selection menu 27 shown in FIG. 7 is displayed on the CRT display device 18a. Then, when the occurrence of [check], [failure], or [installation] of 1), 2), 3) is designated by the keyboard 18b in P (program step) 1, in P2, the user who is the target of the corresponding job is specified. Perform processing. This processing is shown in FIG.
Is performed according to the flowchart in the user management subsystem 15 shown in FIG. The user management subsystem 15 is also activated when a new user needs to be registered.

When the user is specified in P2, a new registration is made in the inspection file 20, the failure occurrence reception file 16, and the installation file 21 for each business request in which [inspection], [failure], and [installation] have occurred. I do.

Next, at P3, each of the files 20, 16,
When the serviceman sees the attendance request of [inspection] [failure] [installation] registered in 21 and determines that a repair part is necessary when performing the attendance work, FIG. 13 and FIG.
In accordance with the flowchart of the parts management system shown in FIG. 4, the process of specifying the corresponding repair part and the exit registration process for the parts management file 12 are performed. When this delivery registration processing is completed, C
Return the RT display device 18a to the processing task selection menu 27.

Then, the service person goes to the user, completes the above-mentioned operation, returns to the service center, and performs the [inspection] [failure] of 4), 5), 6) from the processing operation selection menu 27.
Key in the completion of [Installation]. Then, the inspection file 20, the failure occurrence reception file 16, the installation file 21
The work request for the user corresponding to is cleared.

Then, in P4, when a cancellation input is made for a repair part that has been taken out of the parts shelf by the serviceman but not used, the parts management subsystem 13 is activated again to execute the cancellation processing.

When the above processing is completed, the process proceeds to FIG.
After outputting the business daily report, the business for one user is terminated. Then, in P5, the user management subsystem 15 is restarted, and the user management file 14 shown in FIG. 4 is subjected to processing such as updating of the number of failure occurrences and resetting of the inspection date.

Next, when one day's work is completed, a delivery list of repair parts for today's day is printed out based on an instruction from the keyboard 18b. In addition, the entry / exit history (table of contents log) of each repair part on the 1st of today is registered in the monthly table of contents log.
And clear today's table of contents log. Further, if necessary, the user information and the component information are registered and saved in each file.

At a time such as 12:00 pm, the power supply is automatically shut off. FIG. 12 corresponds to FIG. 10 and FIG.
User management subsystem 1 started at P2 and P5
5 is a flowchart showing the operation of Example 5.

First, in P7, when a user search request is issued from the attendance management subsystem 17, one of the four search keys described above in the user management file 14 shown in FIG. 4 is selected (P8). ), The user is specified by the method described above.

Next, in P9, if it is necessary to display the map of the specified user, the drawing subsystem 19 is activated to display the map. Also, when it becomes necessary to register a new user from the attendance management subsystem 17 at P10,
Since he is in a hurry, the user code and the user name are stored in the new area of the user management file 14 after P11.
District (code). First set the search key such as model (code) and reading. And in P12,
Thereafter, detailed user information such as an address and a telephone number related to the user shown in FIG. 4 other than the user code and each search key is set.

When a map needs to be created, the drawing subsystem 19 is activated to create, for example, a map 25 shown in FIG. In P13, the man-machine device 18
When a command to correct user information is input through the user, the specified user information shown in FIG. 4 is corrected and the map 2 shown in FIG.
5 is executed.

Further, in P14, when a user deletion command is input via the man-machine device 18, it is determined that the maintenance contract for the relevant user has been completed, and all information on the relevant user is collectively collected from the user management file 14. to erase.

FIGS. 13 and 14 show P3 and P4 of FIG.
9 is a flowchart showing the operation of the component management subsystem 13 started by the process shown in FIG. The same flowchart also shows the operation of the process independently started from the man-machine device 18.

When an initial registration process command is input from the man-machine device 18 at P15, each component information for each repair component currently stored in the component shelf is set in the component management file 12 as an initial value.

In P16, for example, when a new repair part is stored in the parts shelf from the center, as shown in FIG. 3, the stock amount of the corresponding repair part and the entry / exit history are updated. Then, the current entry information is registered in the above-mentioned table of contents log (entry / exit history).

In P17, when a correction / cancellation command is input, in the case of correction, the part information of the corresponding repair part,
Correct the stock quantity and the entry / exit history. Then, when there is a change in the stock quantity, the stock quantity is corrected to correct the table of contents log (entry history). Further, in the case of a repair part which was taken out by the service person at P4 for attending work but was not used, the stock amount of the repair part and the entry / exit history are restored at P18. Further, the table of contents log (entry / exit history) is corrected.

Further, at P3 in FIG. 10, when a serviceman searches for a repair part and issues a retrieval command, a payout process is started at P10 in FIG. 14, and the presence or absence of the search is checked. If the search is unnecessary, the part number is input immediately.

When a search is required, in P20, if any of the search keys consisting of the upper 1 to 3 digits of the device to be used or the part number is entered, as described above, each repair part corresponding to the search key is entered. The part number and part name are displayed in a list format. Then, when the entry number 23 is input, each component information of the repaired part of the entry number 23 is displayed on the CRT display device 18a, and the presence or absence of the stock amount is determined.

In the case of a payout request from the man-machine device 18 based on a takeout request from another service center, a payout destination code is registered. Next, the number of dispatches and the person in charge code are input. In P22, in the case of a delivery request from another service center, a parts movement slip is issued,
Also issue a transportation slip. In addition, attendance management system 1
In the case of a request from the work attendance by No. 7, a payment slip is issued. Then, the stock amount of the repair part is updated, and the entry / exit history is updated. Then, the current entry / exit history is registered in the table of contents log (entry / exit history).

In the repair parts supply service management system configured as described above, the receptionist of the service center receives the attendance request information from the user when the attendance request is received from the user, for example, by telephone or the like regarding the occurrence of a failure in the equipment used. The information is registered in the failure occurrence reception file 16 using the man-machine device 18.

The service person resident at the service center specifies a necessary repair part from the stored contents of the failure occurrence reception file 16, and uses the man-machine device 18 to register the delivery of the corresponding repair part in the parts management file 12. After the processing is performed, the actual repaired parts are taken out from the parts shelf and the user goes to work to repair the user's equipment. When the repair is completed, the serviceman returns to the service center, inputs the completion of the attendance repair using the man-machine device 18, and clears the attendance request information of the corresponding user in the failure occurrence reception file 16.

In this case, if there is a repair part that has not been used in the work-in-place repair, a process of canceling the previous leaving process for the repair part using the man-machine device 18 is performed. According to the repair parts supply service management system configured as described above, the conventional failure occurrence reception ledger 4. Registration of tasks manually entered such as the parts ledger 6 and the user ledger 9 in the respective files 16, 12.14 using the man-sin machine 18 including the CRT display device 18a and the keyboard 18b provided in the service center. Only update processing is required. Therefore, it is possible to greatly reduce the administrative processing burden on the receptionist and the serviceman at the service center. Further, since the calculation of the stock quantity and the like are automatically performed, the stock management of the repaired parts can be more accurately performed.

Further, according to the present invention, when the receptionist or service person searches the user management memory 14 and the parts management memory 12, if the correct user code or part number is unknown, first the user himself / herself grasps it. A plurality of similar users and parts are displayed in the window 22 by using the search key, and a correct user and part number are selected from among them.

Therefore, even if the user does not hear the correct user number, user name, or model of use, the receptionist searches the user management memory 14 using the simple words described by the user on the telephone as a search key. A correct user can be specified in a short time.

For the service person, for example, 1
Even if the correct part number exceeding zero digits is not always known, the correct part number can be easily specified if only the upper 1 to 3 digits of the used model and the part number are memorized.

As described above. The time required for troublesome user identification and part number identification can be greatly reduced, so that even if the user is in a hurry, the serviceman can use the parts management file 12
The number of taking out the corresponding repair parts from the parts shelf without registering the parts in the shelf is greatly reduced, and the parts management becomes more accurate. Naturally, the time required from when the failure information is received from the user to when the service technician actually departs to the user for work repair is shortened, so that more prompt service can be provided to the user.

[0072]

As described above, in the repair parts supply service management system of the present invention, each ledger is converted into an electronic file, and the search of each file is facilitated by using a search key indicating an attribute. Therefore, it is possible to greatly reduce the administrative processing burden on the receptionist and service technician of the service center that receives the failure occurrence information from the user, execute the inventory management of the repair parts accurately, and provide the user with quick service.

[Brief description of the drawings]

FIG. 1 is a schematic diagram showing a schematic configuration of a repair parts supply service management system according to an embodiment of the present invention.

FIG. 2 is an exemplary view showing a component management file in the system according to the embodiment.

FIG. 3 is a diagram showing a component management file in the system of the embodiment.

FIG. 4 is an exemplary view showing a user management file in the system according to the embodiment.

FIG. 5 is a diagram showing a map in the user management file.

FIG. 6 is an exemplary view showing a failure occurrence reception file in the system of the embodiment.

FIG. 7 is an exemplary view showing a processing task selection menu in the system of the embodiment.

FIG. 8 is a view showing a service menu in the system of the embodiment.

FIG. 9 is a flowchart showing the operation of the management system in the system of the embodiment.

FIG. 10 is a flowchart showing the operation of an attendance management subsystem in the system of the embodiment.

FIG. 11 is a flowchart showing the operation of the attendance management subsystem in the system of the embodiment.

FIG. 12 is a flowchart showing the operation of a user management subsystem in the system of the embodiment.

FIG. 13 is a flowchart showing the operation of the component management subsystem in the system of the embodiment.

FIG. 14 is a flowchart showing the operation of the component management subsystem in the system of the embodiment.

FIG. 15 is a schematic diagram showing a conventional operation procedure of user management, parts management, and attendance management.

[Explanation of symbols]

11 management system, 12 parts management file, 13
Parts management subsystem, 14: user management file, 1
5: User management subsystem, 16: Failure reception file, 17: Attendance management subsystem, 18: Man-machine device, 18a: CRT display device, 18b: Keyboard,
19: Drawing system, 20: Point / file. 21 ... Fill for installation.

────────────────────────────────────────────────── ─── Continuation of the front page (58) Field surveyed (Int. Cl. ⁷ , DB name) G06F 17/60 138 B65G 1/137 JICST file (JOIS)

Claims (1)

(57) [Claims] 1. A parts management file for storing a stock amount of each repaired part of each user's various devices together with a search key indicating a part attribute, and a search indicating a user's used model and user information for each user for each user A repair parts supply service management system comprising: a user management file stored together with a key; and a failure occurrence reception file storing time-series attendance request information including failure information of a device used by a user received from each user, A man-machine device for inputting the attendance request information, repair part entry / exit information, user information, etc., contacted by each user; and a search key included in the attendance request information input from the man-machine device. Attendance request registration to search the management file to identify the user and the model of the user and register it in the failure occurrence reception file Parts management for displaying similar repair parts corresponding to the search key of the repair parts input from the man-machine device, and outgoing update of the parts management file based on the specified repair parts and shipping information among the parts. File delivery update means; attendance request information clearing means for clearing attendance request information for the user in the failure occurrence reception file based on the attendance completion information input from the man-machine device; and A repair parts supply service management system comprising: a parts management file storage update unit that stores and updates the parts management file based on storage information of a repair part that is not used when going to work.