JP5880144B2 - Information processing apparatus and information processing program - Google Patents

Description

  The present invention relates to an information processing apparatus and an information processing program.

  Patent Document 1 discloses an image forming apparatus capable of prompting inspection, replacement, etc. by a service person or the like before an emergency occurs and an emergency stop occurs by detecting a sign of abnormality and notifying the center beforehand. A zero cross period measuring means for measuring a zero cross period of an AC voltage, an error control means for stopping the apparatus when a failure occurs, an alarm control means for storing warning information as an alarm history, and a zero cross period measuring means for the purpose of providing In the image forming apparatus comprising the zero-cross error detecting means for urgently stopping the apparatus by the error control means when the difference between the zero-cross period measured by the above and a predetermined reference time is equal to or greater than the predetermined value A, the zero-cross period measuring means The difference between the measured zero-cross cycle and the predetermined reference time was less than the predetermined value A and greater than or equal to the predetermined value B It is disclosed that stored as the alarm history by alarm control means if.

JP 2003-248399 A

  An object of the present invention is to provide an information processing apparatus and an information processing program in which a determination reference value for expecting a deterioration in the quality of an apparatus is changed by a report about the quality of the apparatus from a customer.

The gist of the present invention for achieving the object lies in the inventions of the following items.
The invention of claim 1 is a value different from a measured value storage means for storing a measured value related to the quality of the device and a reference value determined by involvement of a customer of the device, and the quality of the device Reference value storage means for storing a determination reference value that is a value for anticipating a decrease, and extraction for extracting a measurement value related to the quality when there is a report about the quality of the apparatus from a customer from the measurement value storage means Means for comparing the measured value extracted by the extracting means with a reference value in a predetermined quality of the device, and the determination stored in the reference value storage means based on the comparison result by the comparing means An information processing apparatus comprising a changing means for changing a reference value.

The invention of claim 2 further comprises output means for outputting information indicating that a procedure for changing the reference value of the apparatus is to be performed based on a comparison result by the comparison means, and the change means includes the output The information processing apparatus according to claim 1, wherein the reference value and the determination reference value stored in the reference value storage unit are changed based on an approval for an output by the unit.
According to a third aspect of the present invention, the reference value has a plurality of stages, and the measurement value extracted by the extracting means is compared with a reference value indicating a higher quality than the reference value or a reference value indicating a lower quality. a second comparison means further comprises that said output means, based on the comparison result by the second comparison means, to output the information to the effect that performs the procedure to change the reference value of the device The information processing apparatus according to claim 2 .

According to a fourth aspect of the present invention, there is provided a second extraction unit that extracts a previous usage state and a current usage state of a target device from a usage state storage unit that stores a usage state of the device; And further comprising third comparing means for comparing a difference between the previous usage state extracted by the second extracting means and the current usage state with a predetermined value, wherein the output means includes the third comparison. The information processing apparatus according to claim 3 , wherein information indicating that a procedure for changing a reference value of the apparatus is to be performed is output based on a comparison result by the means.

In the invention according to claim 5 , when the change means indicates that the report from the customer is for a higher quality as a comparison result by the comparison means, the determination reference value is set to a higher quality. an information processing apparatus according to claims 1 to any one of the 4 and changes to decision reference value.

In a sixth aspect of the present invention, when the change means indicates that the report from the customer is to obtain a quality equal to or lower than a reference value as a comparison result by the comparison means, the determination reference value is lower. an information processing apparatus according to claim 1, any one of 4, characterized in that changing to a criterion of the quality.

The invention according to claim 7 is a value different from a measured value storage means for storing a measured value related to the quality of the device and a reference value determined by involving a customer of the device, and the quality of the device A computer having a reference value storage means for storing a determination reference value that is a value for anticipating a decrease, and a measurement value related to the quality when a notification about the quality of the apparatus is received from the measurement value storage means. Extracting means for extracting the measurement value, comparing means for comparing the measurement value extracted by the extracting means with a reference value in the quality of a predetermined device, and storing the reference value storage means based on the comparison result by the comparing means It is an information processing program for functioning as a changing means for changing the determination reference value.

  According to the information processing apparatus of the first aspect, the determination reference value for anticipating a decrease in the quality of the apparatus can be changed by a report from the customer regarding the quality of the apparatus.

According to the information processing apparatus of the second aspect, it is possible to change the reference value and the determination reference value by accepting that the procedure for changing the reference value of the apparatus should be performed.
According to the information processing apparatus of the third aspect , when the measurement value becomes unsuitable for comparison with the current reference value, it is possible to output information indicating that a procedure for changing the reference value of the apparatus should be performed. .

According to the information processing apparatus of the fourth aspect , when the usage state of the apparatus changes, it is possible to output a proposal message for changing the reference value.

According to the information processing apparatus of the fifth aspect , when the report from the customer requires higher quality, the determination reference value can be changed to a higher quality determination reference value.

According to the information processing apparatus of the sixth aspect , when the notification from the customer is a request for quality below the reference value, the determination reference value can be changed to a lower quality determination reference value.

According to the information processing program of the seventh aspect , it is possible to change the determination reference value for anticipating deterioration in the quality of the device by a report from the customer regarding the quality of the device.

It is a conceptual module block diagram about the structural example of this Embodiment. It is explanatory drawing which shows the system configuration example in the case of implement | achieving this Embodiment. It is explanatory drawing which shows the example of a relationship between the reference value of an apparatus, and an OK / NG determination reference value. It is a flowchart which shows the process example by this Embodiment. It is explanatory drawing which shows the example of a change process of the OK / NG reference value by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is explanatory drawing which shows the data structure example of a customer ID and apparatus ID management table. It is explanatory drawing which shows the data structural example of an apparatus ID and a quality contract management table. It is explanatory drawing which shows the example of a data structure of apparatus ID, reference value, and OK / NG determination reference value management table. It is explanatory drawing which shows the example of a data structure of a date / time, apparatus ID, and a complaint content management table. It is explanatory drawing which shows the example of a data structure of a date / apparatus ID / output state management table. It is explanatory drawing which shows the example of a data structure of a date / time, apparatus ID, and a utilization status management table. It is a block diagram which shows the hardware structural example of the computer which implement | achieves the apparatus of this Embodiment. It is a block diagram which shows the hardware structural example of the computer which implement | achieves the management server and service center of this Embodiment.

Hereinafter, an example of a preferred embodiment for realizing the present invention will be described with reference to the drawings.
FIG. 1 shows a conceptual module configuration diagram of a configuration example of the present embodiment.
The module generally refers to components such as software (computer program) and hardware that can be logically separated. Therefore, the module in the present embodiment indicates not only a module in a computer program but also a module in a hardware configuration. Therefore, the present embodiment is a computer program for causing these modules to function (a program for causing a computer to execute each procedure, a program for causing a computer to function as each means, and a function for each computer. This also serves as an explanation of the program and system and method for realizing the above. However, for the sake of explanation, the words “store”, “store”, and equivalents thereof are used. However, when the embodiment is a computer program, these words are stored in a storage device or stored in memory. It is intended to control to be stored in the device. Modules may correspond to functions one-to-one, but in mounting, one module may be configured by one program, or a plurality of modules may be configured by one program, and conversely, one module May be composed of a plurality of programs. The plurality of modules may be executed by one computer, or one module may be executed by a plurality of computers in a distributed or parallel environment. Note that one module may include other modules. Hereinafter, “connection” is used not only for physical connection but also for logical connection (data exchange, instruction, reference relationship between data, etc.). “Predetermined” means that the process is determined before the target process, and not only before the process according to this embodiment starts but also after the process according to this embodiment starts. In addition, if it is before the target processing, it is used in accordance with the situation / state at that time or with the intention to be decided according to the situation / state up to that point. In addition, the description having the meaning of “do B when it is A” is used in the meaning of “determine whether or not it is A and do B when it is judged as A”. However, the case where it is not necessary to determine whether or not A is excluded.
In addition, the system or device is configured by connecting a plurality of computers, hardware, devices, and the like by communication means such as a network (including one-to-one correspondence communication connection), etc., and one computer, hardware, device. The case where it implement | achieves by etc. is included. “Apparatus” and “system” are used as synonymous terms. Of course, the “system” does not include a social “mechanism” (social system) that is an artificial arrangement.
In addition, when performing a plurality of processes in each module or in each module, the target information is read from the storage device for each process, and the processing result is written to the storage device after performing the processing. is there. Therefore, description of reading from the storage device before processing and writing to the storage device after processing may be omitted. Here, the storage device may include a hard disk, a RAM (Random Access Memory), an external storage medium, a storage device via a communication line, a register in a CPU (Central Processing Unit), and the like.

  In this embodiment, the service center 150 manages the device 100. As shown in the example of FIG. 1, the device 100, the management server 130 (device information collection device), and the service center 150 (information processing device). Are connected via a communication line.

The apparatus 100 includes a communication module 102, an output state measurement module 104, and a usage state detection module 106. The apparatus 100 may be any apparatus that requires maintenance, and includes, for example, an image processing apparatus. In addition to the original function (for example, image output for an image processing apparatus), the apparatus 100 has a quality state of the apparatus 100 (for example, an output processing that requires maintenance for an image processing apparatus). And the use state of the apparatus 100 is detected.
The management server 130 includes a communication module 132, an output state storage module 134, and a usage state storage module 136. The management server 130 receives the measured status of the device 100 and the detected usage status of the device 100 from the device 100. Then, the information is transmitted to the service center 150.
The service center 150 includes a communication module 152, an output state extraction module 154, an output state comparison module 156, a user information / device information storage module 158, a determination reference value change module 160, an output module 162, a usage state extraction module 164, and a usage state comparison. A module 166, a reference value changing module 168, and a control module 180 are provided. The service center 150 changes, for example, a determination reference value for predicting a reduction in the quality of the device based on the quality state and usage state of the device 100 from the management server 130.
The apparatus 100 and the management server 130 are connected by a communication line 199, and the management server 130 and the service center 150 are connected by a communication line 198. The communication line 198 and the communication line 199 may be wired or wireless, as long as they can communicate with each other, and may be public lines or the like.

The communication module 102 is connected to the output state measurement module 104 and the usage state detection module 106, and is connected to the communication module 132 of the management server 130 via the communication line 199. The communication module 102 transmits the quality status measured by the output status measurement module 104 and the usage status detected by the usage status detection module 106 to the management server 130.
The output state measurement module 104 is connected to the communication module 102. The output state measurement module 104 measures the quality state of the device 100. Examples of the quality state include mainly output image quality, such as maximum density, gradation, color difference from a certain color reference, in-plane color unevenness, graininess, registration (image alignment), image defects, and the like. is there. These may be measurable with the apparatus 100 itself, or may be measured using a measuring instrument. For example, it is a value obtained by outputting an image serving as a predetermined reference and measuring the output image.

  The usage state detection module 106 is connected to the communication module 102. The usage state detection module 106 detects the usage state of the device 100. For example, the number of sheets to be detected, the output paper size, the type of output image (monochrome, color, etc.), the date and time of failure, the content of failure, the date and time of maintenance, the content of maintenance and the like correspond.

The communication module 132 is connected to the output state storage module 134 and the use state storage module 136, and the communication module 102 of the apparatus 100 via the communication line 199 and the communication module of the service center 150 via the communication line 198. 152 is connected. The communication module 132 receives the quality status and the usage status from the plurality of devices 100 and transmits them to the service center 150.
The output state storage module 134 is connected to the communication module 132. A quality state received from the apparatus 100 via the communication line 199 and the communication module 132, that is, a measurement value related to the quality of the apparatus 100 is stored. For example, the date / device ID / output state management table 1200 is stored. The date / device ID / output state management table 1200 will be described later.
The usage state storage module 136 is connected to the communication module 132. The usage state received from the apparatus 100 via the communication line 199 and the communication module 132 is stored. For example, the date / device ID / usage state management table 1300 is stored. The date / device ID / usage state management table 1300 will be described later.

The communication module 152 is connected to the output state extraction module 154 and the usage state extraction module 164, and is connected to the communication module 132 of the management server 130 via the communication line 198. The communication module 152 receives the quality status of each device 100 from the management server 130 in response to a request from the output status extraction module 154, and determines the usage status of each device 100 from the management server 130 in response to a request from the usage status extraction module 164. Receive.
The control module 180 controls each module in the service center 150.

  The output state extraction module 154 is connected to the communication module 152 and the output state comparison module 156. The output state extraction module 154 extracts a measurement value related to the quality when the customer reports about the quality of the device 100 from the output state storage module 134 of the management server 130. The “report about the quality of the device 100 from the customer” means a complaint about the quality of the device 100 from the customer who uses the device 100, for example, a report such as a telephone report or an email. Also good. More specifically, it corresponds to a telephone call such as a complaint to the maintenance center, and the information is recorded by the operator who receives the telephone call and stored in the user information / device information storage module 158. Further, when the report is an electronic mail, the electronic mail is analyzed, and the analysis result is stored in the user information / device information storage module 158. For example, a date / time / device ID / claim content management table 1100 is stored. FIG. 11 is an explanatory diagram showing an example of the data structure of the date / time / device ID / claim content management table 1100. The date / device ID / claim content management table 1100 has a date / time column 1110, a device ID column 1120, and a claim content column 1130. The date / time column 1110 stores the date and time (year, month, day, hour, minute, second, second or less, or a combination thereof). The device ID column 1120 stores information (ID: IDentification) that can uniquely identify the device 100 that has received the report according to the present embodiment. The complaint content column 1130 stores the content of the report. For example, the information includes the quality of the output image as the report content, and stores information indicating the maximum density, gradation, color difference from a certain color reference, in-plane color unevenness, graininess, registration, image defect, etc. doing.

  And the measured value regarding the quality (quality in the claim contents column 1130) in the case of notification (date and time in the date column 1110) is extracted. When there is a report, it is determined from the date and time in the date / time column 1110, but it may have a predetermined range as well as the time when the report is received. For example, it may be a period before the time when the notification is made and within a predetermined range, or a period after the time when the notification is made and within the predetermined range. It may be a period, or may be a period within a predetermined range with a notification point in time. And the measured value regarding the quality of the apparatus 100 measured by the output state measurement module 104 in the period is extracted. The measurement value is stored in the output state storage module 134, and is stored as a date / time / device ID / output state management table 1200, for example. FIG. 12 is an explanatory diagram showing a data structure example of the date / time / device ID / output state management table 1200. The date / device ID / output status management table 1200 includes a date / time column 1210, a device ID column 1220, and an output status column 1230. The date / time column 1210 stores the date / time when the output state measurement module 104 performed the measurement. The device ID column 1220 stores the device ID of the measured target device. The output state column 1230 stores measurement values obtained by the output state measurement module 104. Of course, any quality (specifically, information indicating maximum density, gradation, color difference from a certain color standard, in-plane color unevenness, graininess, registration, image defect, etc.) I also remember. Extracting means extracting the measurement value in the output state column 1230 at the date and time in the date and time column 1210 corresponding to the period.

The output state comparison module 156 is connected to the output state extraction module 154, the user information / device information storage module 158, and the determination reference value change module 160. The output state comparison module 156 compares the measurement value extracted by the output state extraction module 154 with a reference value in the quality of the device 100 determined by the customer's involvement (predetermined). This reference value may have a plurality of stages. In that case, the output state comparison module 156 may compare the measurement value extracted by the output state extraction module 154 with the reference value of the upper stage or the reference value of the lower stage in the reference value.
Here, “determined by the involvement of the customer” corresponds to, for example, a contract regarding the quality of the device 100 when the customer purchases the device 100. Specifically, there is a difference in required quality between the device 100 used by a designer and the device 100 used in a general business scene. Usually, a customer who requires high quality frequently performs maintenance. The quality needs to be maintained and maintenance costs may be charged for this, but for customers who do not require high quality, a contract is made to lower the maintenance costs. Specifically, the reference value is determined for each apparatus 100 for each of the aforementioned maximum density, gradation, color difference from a certain color reference, in-plane color unevenness, graininess, registration, image defect, and the like. ing. Further, since the reference value is determined by the contract, the reference value may have a plurality of stages. For example, if there are three stages, the standard value of the upper level will be applied in the case of a contract that requires high quality, and the standard value of the middle level will be applied in the case of a general contract. In the case of a contract that requires a lower quality, the lower level reference value is applied.

  For example, the relationship between the customer and the device 100 is stored in the user information / device information storage module 158. For example, a customer ID / device ID management table 800 is stored. FIG. 8 is an explanatory diagram showing an example of the data structure of the customer ID / device ID management table 800. The customer ID / device ID management table 800 has a customer ID column 810 and a device ID column 820. The customer ID column 810 stores information (customer ID) that can uniquely identify a customer according to the present embodiment. The device ID column 820 stores the device ID of the device 100 used by the customer.

  The contract of the device 100 is stored in the user information / device information storage module 158. For example, a device ID / quality contract management table 900 is stored. FIG. 9 is an explanatory diagram showing an example of the data structure of the device ID / quality contract management table 900. The device ID / quality contract management table 900 has a device ID column 910 and a quality contract column 920. The device ID column 910 stores the device ID of the device 100. The quality contract column 920 stores the contents of the contract regarding the quality made for the apparatus 100.

  The reference values set in the device 100 are stored in the user information / device information storage module 158. For example, a device ID / reference value / OK / NG determination reference value management table 1000 is stored. FIG. 10 is an explanatory diagram showing an example of the data structure of the device ID / reference value / OK / NG determination reference value management table 1000. The device ID / reference value / OK / NG determination reference value management table 1000 includes a device ID column 1010, a reference value column 1020, and an OK / NG determination reference value column 1030. The device ID column 1010 stores a device ID. The reference value column 1020 stores a reference value set for the device 100. Reference values for each of the aforementioned maximum density, gradation, color difference from a certain color reference, in-plane color unevenness, graininess, registration, image defect, etc. are stored. The OK / NG determination reference value column 1030 stores an OK / NG determination reference value (hereinafter also referred to as a determination reference value). The OK / NG determination reference value is a value that is different from the reference value, and is a value for anticipating deterioration in the quality of the apparatus 100. In other words, if the measured value is OK / NG judgment reference value that is stricter than the reference value (value indicating high quality), maintenance, preliminary maintenance, maintenance preparation, and maintenance work schedule creation It is for making it perform etc.

  Therefore, the date and time when the customer reported the quality of the device 100 is extracted from the date and time column 1110 of the date and time / device ID / claim content management table 1100, and the measured value of the device 100 within the above-described period according to the date and time is extracted. The device ID / output state management table 1200 is extracted from the output state column 1230, the reference value of the device 100 is extracted from the device ID / reference value / OK / NG determination reference value management table 1000, and the measured value And the reference value.

  The user information / device information storage module 158 is connected to the output state comparison module 156 and the usage state comparison module 166. User information / device information storage module 158 includes customer ID / device ID management table 800, device ID / quality contract management table 900, device ID / reference value / OK / NG determination reference value management table 1000, date / time / device ID / claim. A content management table 1100 is stored.

The determination reference value change module 160 is connected to the output state comparison module 156 and the output module 162. The determination reference value change module 160 is a value different from the reference value based on the comparison result by the output state comparison module 156 and is a value for predicting the quality degradation of the apparatus 100 (OK described above). / NG judgment reference value) is changed. Here, “based on the comparison result by the output state comparison module 156” corresponds to step S404 in the example of FIG. 4 and steps S606 and S612 in the example of FIG.
In addition, the determination reference value change module 160 indicates that the report from the customer indicates a higher quality as a comparison result by the output state comparison module 156 (the measured value is a stricter value than the reference value). In some cases, that is, when a notification is received from the customer before the quality of the apparatus 100 reaches the reference value), the determination reference value may be changed to a higher quality determination reference value.
In addition, the determination reference value change module 160 indicates that, as a comparison result by the output state comparison module 156, the notification from the customer indicates that the quality is below the reference value (the measured value is looser than the reference value). If the value is a value, that is, when a notification is received from the customer after the quality of the apparatus 100 reaches the reference value, the determination reference value may be changed to a lower quality determination reference value.
The determination reference value is changed, for example, specifically by the device ID / reference value / OK / NG determination reference value management table 1000 in the user information / device information storage module 158 in the OK / NG determination reference value column 1030. Is to change the value.

  The usage state extraction module 164 is connected to the communication module 152 and the usage state comparison module 166. The usage status extraction module 164 extracts the previous usage status and the current usage status of the target device 100 from the usage status storage module 136 of the management server 130. Here, “previous” may be a past time point or a past period of a predetermined range. “Current” may be the current time or may be a period within a predetermined range from the current time. Although the usage status is stored in the usage status storage module 136, it is stored as a date / time / device ID / utilization status management table 1300, for example. FIG. 13 is an explanatory diagram showing an example of the data structure of the date / time / device ID / usage state management table 1300. The date / device ID / usage status management table 1300 includes a date / time column 1310, a device ID column 1320, and a usage status column 1330. The date / time column 1310 stores the date / time when the use state detection module 106 detected. The device ID column 1320 stores the device ID of the measured target device. The usage status column 1330 stores the usage status detected by the usage status detection module 106. Of course, in any usage state (specifically, information indicating the number of output sheets, output paper size, output image type, failure date / time, failure content, maintenance date / time, maintenance content, etc.) I remember it. Extracting means extracting the usage status in the usage status column 1330 at the date and time in the corresponding date and time column 1310 within the period.

  The usage state comparison module 166 is connected to the user information / device information storage module 158, the usage state extraction module 164, and the reference value change module 168. The usage status comparison module 166 compares the difference between the previous usage status extracted by the usage status extraction module 164 and the current usage status with a predetermined value. For example, when the number of output sheets becomes larger than before (when the difference between the previous output sheet number and the current output sheet number is larger than a predetermined threshold value), the reference value change module 168 changes the reference value. Become.

  The reference value change module 168 is connected to the output module 162 and the usage state comparison module 166. The reference value change module 168 may perform a procedure for changing the reference value of the apparatus 100 based on the comparison result by the use state comparison module 166, or the output module 162 may perform a procedure for changing the reference value. If the person in charge performs a consent operation after outputting the information indicating that the device 100 should be performed, a procedure for changing the reference value of the apparatus 100 may be performed. Since the standard value is determined by the contract, the contract is changed. The reference value is changed, for example, specifically, the quality contract column 920 of the device ID / quality contract management table 900 in the user information / device information storage module 158, the device ID / reference value / OK / NG determination reference value management. The reference value column 1020 of the table 1000 is changed. Accordingly, the OK / NG determination reference value column 1030 of the device ID / reference value / OK / NG determination reference value management table 1000 may be changed.

  The output module 162 is connected to the determination reference value change module 160 and the reference value change module 168. The output module 162 determines the reference value of the apparatus 100 based on the comparison result (the comparison result when the measured value is compared with the reference value of the upper stage or the reference value of the lower stage) by the determination reference value changing module 160. Outputs information indicating that the procedure to be changed should be performed. Further, the output module 162 may output information indicating that a procedure for changing the reference value of the device 100 should be performed based on the comparison result by the usage state comparison module 166.

FIG. 2 is an explanatory diagram illustrating an example of a system configuration when the present embodiment is realized.
Image forming apparatus A: 210A, image forming apparatus B: 210B, image forming apparatus C: 210C, management server 230, and service center 250 are each connected via a communication line 299.
The image forming apparatus A: 210A, the image forming apparatus B: 210B, and the image forming apparatus C: 210C correspond to the apparatus 100 illustrated in FIG. In the example of FIG. 2, three devices are shown, but one or more devices may be used. The management server 230 corresponds to the management server 130 illustrated in FIG. The service center 250 corresponds to the service center 150 illustrated in FIG.
The management server 230 manages the state of the device 100 and sends information to the service center 250 when an abnormality occurs in the device 100. Then, the service center 250 creates a maintenance work schedule for the apparatus 100 by a maintenance worker.

  Moreover, the management server 230 and the service center 250 may be integrated. There is a firewall between the communication line 299 to which the image forming apparatus A: 210A, the image forming apparatus B: 210B, and the image forming apparatus C: 210C are connected and the communication line 299 to which the management server 230 and the service center 250 are connected. It may be constructed. In this case, the measurement value and the usage state may be transmitted from the image forming apparatus 210 to the management server 230, for example, periodically or when maintenance is necessary. Further, the image forming apparatus A: 210A, the image forming apparatus B: 210B, the image forming apparatus C: 210C, and the communication line 299 to which the management server 230 is connected and the communication line 299 to which the service center 250 is connected. A firewall may be built. In this case, the management server 230 may transmit the measurement value and the usage state from the image forming apparatus 210 and transmit them to the service center 250.

FIG. 3 is an explanatory diagram showing an example of the relationship between the apparatus reference value 310 and the OK / NG determination reference value 320.
In the graph shown in the example of FIG. 3, the vertical axis indicates the output state of the device 100 (an example of a measurement value related to the quality of the device 100, the upper side indicates a bad output state, the lower side indicates a good output state), The right side is recent and the left side indicates the past), and the quality generally deteriorates unless maintenance or the like is performed. Therefore, the apparatus graph 300 rises to the right.
The device reference value 310 indicates the quality defined as a contract, and the output state of the device 100 is required to be within the device reference value 310 or less. Therefore, maintenance should be performed at the time of maintenance 312 (the intersection of the apparatus graph 300 and the apparatus reference value 310). The OK / NG determination reference value 320 is the above-described determination reference value. In order to perform maintenance, preliminary maintenance, preparation for maintenance, preparation of a maintenance work schedule, etc. before reaching the reference value 310 of the apparatus. When predictive maintenance occurs 322 (intersection of the apparatus graph 300 and the OK / NG determination reference value 320), these should be performed.
On the other hand, the output state may vary depending on customer requirements. For example, in the case of a user A who desires higher quality, such as a designer, a complaint regarding quality may be generated at the time of user A complaint maintenance occurrence 332, and in this case, the OK / NG reference value 330 of the user A Become. On the other hand, in the case of user B who does not require high quality, it may occur at the time of user B complaint maintenance occurrence 342 that exceeds the maintenance occurrence 312, and in this case, the user B's OK / NG reference value 340 Become. That is, there may be a discrepancy between the threshold at which a user's quality complaint occurs and the reference value (or OK / NG determination reference value) set on the device side. In such a case, even if the user does not recognize that the quality is insufficient (NG), the device recognizes it as NG, and maintenance (excessive quality maintenance) is unnecessary for the user, and the device downtime (unusable time) Increase. On the other hand, even if the device determines that there is no quality problem (OK), if a user with a high specific quality requirement recognizes NG, the user cannot operate the device and perform maintenance. Waiting is required, which also increases downtime. Further, the user B may also have high required quality when the type of printed matter to be output changes (for example, from a printed matter such as a leaflet to a catalog / photo printed matter).
In the example of FIG. 3, the apparatus reference value 310 is only one stage, but there may be a plurality of apparatus reference values 310 according to the user. An example of this will be described later with reference to FIG.

FIG. 4 is a flowchart showing an example of processing according to this embodiment.
In step S402, the output state extraction module 154 determines whether or not a complaint from the user has occurred. If so, the process proceeds to step S404. Otherwise, the process proceeds to step S410. This determination process may be performed at a predetermined time, may be performed periodically, may be performed in accordance with an operator's activation instruction, or may be performed by a user. You may make it detect and detect that the complaint generate | occur | produced.
In step S404, the output state comparison module 156 determines whether or not the output state value (measured value) at the time of complaint occurrence <reference value, and the output state value (measured value) at the time of complaint occurrence <reference value. If so, the process proceeds to step S406. Otherwise, the process proceeds to step S408. The reference value here is a reference value in the apparatus. In the example of FIG. 3, the reference value 310 of the apparatus corresponds to the reference value 510 for the user group Z, the reference value 530 for the user group Y, and the reference value 550 for the user group X in the example of FIG. 5 described later.

In step S406, the determination reference value change module 160 lowers (strictens) the OK / NG determination reference value.
In step S408, the determination reference value changing module 160 increases (relaxes) the OK / NG determination reference value.
In step S410, the output state comparison module 156 determines whether or not the current output state value (measured value) <reference value, and if the output state value (measured value) <reference value, the process ends. (Step S499), otherwise, the process proceeds to Step S412. The output state value here is, for example, the latest output state value.
In step S412, the determination reference value change module 160 increases (relaxes) the OK / NG determination reference value.
With the processing of the flowchart illustrated in FIG. 4, the OK / NG determination reference value 320 moves upward or downward in the example of FIG. 3. Note that the range of change in step S406 and step S408 may be a predetermined value, an output state value (measured value) when a complaint occurs, or an output state value (measurement) when a complaint occurs. Value) may be multiplied by a predetermined value. Further, the range of change in step S412 may be a predetermined value, may be the current output state value (measured value), or may be predetermined to the current output state value (measured value). You may multiply a value etc.

FIG. 5 is an explanatory diagram showing an example of changing the OK / NG determination reference value according to the present embodiment. This indicates a case where the reference value varies depending on the user (that is, for each device), and three levels of reference values (reference value 510 for user group Z, reference value 530 for user group Y, reference value for user group X) 550) is shown.
That is, as the reference value, a plurality of reference values reflecting the level of the user request level assumed in advance are prepared, and are selected and set according to the contract form (service level) with the user. At this time, an appropriate maintenance contract may be concluded especially for users who have high quality requirements.

  As described above, the service center 150 collects measurement values related to the quality of the contracted apparatus, manages the history state, and based on the complaint from the user (the reference value of the user at that time), for each apparatus. In addition, the OK / NG determination reference value is changed. It should be noted that the change in the OK / NG determination reference value may be within a predetermined range. As the predetermined range, for example, when the OK / NG determination reference value is changed, a range that does not exceed the upper or lower reference value (or the OK / NG determination reference value in the reference value). That is. This is because the contract should be changed. In the example of FIG. 5, the OK / NG reference value 540 for the user group Y is changed to the upward OK / NG reference value change 542 (direction in which the request becomes loose) or the downward OK / NG reference value change 544 ( It will be changed in a direction that demands will become stricter. Then, the determination reference value change module 160 determines that the magnitude of the change of the OK / NG reference value change 542 exceeds the OK / NG reference value 520 for the user group Z or the reference value 510 for the user group Z. It suppresses that the magnitude of the change of the OK / NG reference value change 544 exceeds the reference value 550 for the user group X or the OK / NG reference value 560 for the user group X.

Next, processing in a case where the change in the OK / NG determination reference value exceeds a predetermined range will be described.
FIG. 6 is a flowchart showing an example of processing according to this embodiment.
In step S602, the output state extraction module 154 determines whether or not a user complaint has occurred. If so, the process proceeds to step S604. Otherwise, the process proceeds to step S618. This process is equivalent to step S402.
In step S604, the output state comparison module 156 determines whether or not the output state value (measured value) at the time of complaint occurrence <reference value, and the output state value (measured value) at the time of complaint occurrence <reference value. If so, the process proceeds to step S606; otherwise, the process proceeds to step S612. This process is equivalent to step S404. The reference value here is a reference value in the apparatus (for example, 540 in FIG. 5 (reference value for user group Y)).

  In step S606, the output state comparison module 156 determines whether or not the output state value (measured value) at the time of complaint occurrence <reference value 2, and the output state value (measured value) at the time of complaint occurrence <reference value 2. In the case of (in the case of the OK / NG reference value change 546 at the time of group change illustrated in FIG. 5), the process proceeds to step S608, and in other cases, the process proceeds to step S610. The reference value 2 here is a reference value that is higher than the reference value in the apparatus. Here, the reference value 2 may be set as an OK / NG determination reference value in the upper reference value. Note that “higher” means higher in quality, and in the graphs shown in FIGS. 3 and 5, it indicates the downward direction of the vertical axis (if the reference value is 540 in FIG. 5, the reference value 2 is the figure). 5 of 560 (reference value for user group X)).

In step S608, the reference change work sequence shown in the example of FIG. 7 is performed.
In step S610, the determination reference value change module 160 lowers (strictens) the OK / NG determination reference value. This is the same processing as step S406.
In step S612, the output state comparison module 156 determines whether or not the output state value (measured value) at the time of claim occurrence> reference value 3, and the output state value (measured value) at the time of claim occurrence> reference value 3 If so, the process proceeds to step S616. Otherwise, the process proceeds to step S614. The reference value 3 here is a reference value that is lower than the reference value in the apparatus. Here, the reference value 3 may be set as an OK / NG determination reference value in a lower reference value. Note that “lower” means lower in terms of quality, and in the graphs shown in FIGS. 3 and 5, it indicates the upward direction of the vertical axis (when the reference value is 540 in FIG. 5, the reference value 3 is 520 (reference value for user group Z).

In step S614, the determination reference value change module 160 increases (relaxes) the OK / NG determination reference value. This is the same processing as step S408.
In step S616, the reference change work sequence shown in the example of FIG. 7 is performed.
In step S618, the output state comparison module 156 determines whether or not the output state value (measured value) <the reference value. If the output state value (measured value) <the reference value, the process ends (step S618). S699), otherwise, the process proceeds to step S620. This is the same processing as step S410.
In step S620, the determination reference value change module 160 increases (relaxes) the OK / NG determination reference value. This is the same processing as step S412.

FIG. 7 is a flowchart showing an example of processing (reference change work sequence) according to the present embodiment.
In the processing in the service center 150, when a large change that the user's required quality exceeds the determination criterion by the user group is detected (Yes in step S606, Yes in step S612), the image forming apparatus by the user It is assumed that the usage will be changed. In such a case, the usage status is confirmed with the user, and a message is provided to propose a change of the OK / NG judgment reference value and a maintenance contract accompanying the change based on the analysis at the service center 150, and the user selects it. Prompt.

In step S702, the usage status extraction module 164 analyzes the usage status of the apparatus. That is, the previous usage state and the current usage state of the target device are extracted.
In step S704, the usage state comparison module 166 determines whether or not the change value of the usage state of the apparatus> threshold, and if the change value of the usage state of the apparatus> threshold, the process proceeds to step S710. In this case, the process proceeds to step S706. That is, it is determined whether or not the usage status of the device has changed by determining whether or not the change value (difference value) from the previous usage status to the current usage status is greater than a predetermined value. doing.
In step S706, the reference value changing module 168 confirms to the user whether the required quality has changed. That is, although the usage state has not changed, the reference change work sequence is performed because there is a possibility that the required quality of the user has changed. For example, to a user who made a report regarding the quality of the device (or a user of the device, specifically, a user ID stored in the customer ID column 810 of the customer ID / device ID management table 800) An e-mail for confirming whether or not the required quality has changed may be transmitted. In addition, an instruction to that effect may be displayed on a display or the like. Then, the person in charge may confirm with the user and pass the result to the reference value change module 168 by operating the keyboard, mouse, touch panel, or the like.

  In step S708, the reference value changing module 168 determines whether or not the required quality has been changed. If there has been a change, the process proceeds to step S710, and otherwise the process ends (step S799). When the process is ended, the OK / NG determination reference value may be changed by performing the process of step S610 or step S614 by limiting the reference value 2 or 3 in step S606 or step S612.

  In step S710, the output module 162 proposes a reference (contract) change to the user. That is, information indicating that a procedure for changing the reference value of the apparatus should be performed. For example, to a user who made a report regarding the quality of the device (or a user of the device, specifically, a user ID stored in the customer ID column 810 of the customer ID / device ID management table 800) An e-mail of a proposal for changing the standard (contract) may be transmitted. Further, the proposal may be displayed on a display or the like to the person in charge. The person in charge makes a proposal to the user.

In step S712, the reference value changing module 168 determines whether or not the user has approved the change, and if there is, the process proceeds to step S714, and otherwise the process ends (step S799). The user himself or his / her person in charge may pass the result of whether or not the change has been approved to the reference value changing module 168 by operating the keyboard, mouse, touch panel or the like.
In step S714, the reference value changing module 168 changes / registers the reference value. For example, the reference value column 1020 and the OK / NG determination reference value column 1030 of the device ID / reference value / OK / NG determination reference value management table 1000 are changed.
In step S716, the reference value change module 168 performs a service contract change procedure. For example, the quality contract column 920 of the device ID / quality contract management table 900 is changed.
Note that the processing of step S702, step S704, step S706, and step S708 need not be performed. That is, the process may be performed from step S710 as a reference change work sequence.

  With reference to FIG. 14, a hardware configuration example of an image processing apparatus which is the apparatus 100 of the present embodiment will be described. The configuration illustrated in FIG. 14 is configured by, for example, a personal computer (PC), and illustrates a hardware configuration example including a data reading unit 1417 such as a scanner and a data output unit 1418 such as a printer.

  A CPU (Central Processing Unit) 1401 is a computer that describes the execution sequence of each module such as the communication module 102, the output state measurement module 104, and the usage state detection module 106 described in the above embodiment. It is a control part which performs the process according to a program.

  A ROM (Read Only Memory) 1402 stores programs used by the CPU 1401, calculation parameters, and the like. A RAM (Random Access Memory) 1403 stores programs used in the execution of the CPU 1401, parameters that change as appropriate during the execution, and the like. These are connected to each other by a host bus 1404 including a CPU bus.

  The host bus 1404 is connected to an external bus 1406 such as a PCI (Peripheral Component Interconnect / Interface) bus via a bridge 1405.

  A keyboard 1408 and a pointing device 1409 such as a mouse are input devices operated by an operator. The display 1410 includes a liquid crystal display device or a CRT (Cathode Ray Tube), and displays various types of information as text or image information.

  An HDD (Hard Disk Drive) 1411 includes a hard disk, drives the hard disk, and records or reproduces a program executed by the CPU 1401 and information. The hard disk stores the measured output status, usage status, and the like. Further, various computer programs such as various other data processing programs are stored.

  The drive 1412 reads out data or a program recorded in a removable recording medium 1413 such as a magnetic disk, an optical disk, a magneto-optical disk, or a semiconductor memory, and the data or program is read out as an interface 1407 and an external bus 1406. , The bridge 1405, and the RAM 1403 connected via the host bus 1404. The removable recording medium 1413 can also be used as a data recording area similar to a hard disk.

  The connection port 1414 is a port for connecting the external connection device 1415 and has a connection unit such as USB and IEEE1394. The connection port 1414 is connected to the CPU 1401 and the like via the interface 1407, the external bus 1406, the bridge 1405, the host bus 1404, and the like. A communication unit 1416 is connected to a communication line and executes data communication processing with the outside. The data reading unit 1417 is a scanner, for example, and executes document reading processing. The data output unit 1418 is, for example, a printer, and executes document data output processing.

  Note that the hardware configuration of the image processing apparatus illustrated in FIG. 14 illustrates one configuration example, and the present embodiment is not limited to the configuration illustrated in FIG. 14, and the modules described in the present embodiment are executed. Any configuration is possible. For example, some modules may be configured with dedicated hardware (for example, Application Specific Integrated Circuit (ASIC), etc.), and some modules are in an external system and connected via a communication line In addition, a plurality of systems shown in FIG. 14 may be connected to each other via communication lines so as to cooperate with each other. Further, it may be incorporated in a copying machine, a fax machine, a scanner, a printer, a multifunction machine (an image processing apparatus having any two or more functions of a scanner, a printer, a copying machine, a fax machine, etc.).

  Note that the hardware configuration of the computer on which the programs as the management server 130 and the service center 150 of the present embodiment are executed is a general computer as illustrated in FIG. 15, specifically, a personal computer, A computer that can be a server. That is, as a specific example, the CPU 1501 is used as a processing unit (calculation unit), and the RAM 1502, the ROM 1503, and the HD 1504 are used as storage devices. For example, a hard disk may be used as the HD 1504. Communication module 132, communication module 152, output state extraction module 154, output state comparison module 156, determination reference value change module 160, use state extraction module 164, use state comparison module 166, reference value change module 168, control module 180, etc. CPU 1501 for executing a program, RAM 1502 for storing the program and data, ROM 1503 for storing a program for starting up the computer, HD 1504 as an auxiliary storage device, keyboard, mouse, touch panel, etc. Communication device 1506 for receiving data based on the user's operation, an output device 1505 such as a CRT or a liquid crystal display, and a communication network such as a network interface card. Line interface 1507, and, and a bus 1508 for exchanging data by connecting them. A plurality of these computers may be connected to each other via a network.

Among the above-described embodiments, the computer program is a computer program that reads the computer program, which is software, in the hardware configuration system, and the software and hardware resources cooperate with each other. Is realized.
Note that the hardware configuration shown in FIG. 15 shows one configuration example, and the present embodiment is not limited to the configuration shown in FIG. 15, and is a configuration capable of executing the modules described in the present embodiment. I just need it. For example, some modules may be configured by dedicated hardware (for example, ASIC), and some modules may be in an external system and connected via a communication line. A plurality of systems shown in FIG. 5 may be connected to each other via communication lines so as to cooperate with each other.

  Further, in the comparison of the values in the description of the above-described embodiment, “more than”, “less than”, “greater than”, and “less than (less than)” The values may be “larger”, “smaller (less than)”, “more than”, and “less than”, respectively.

The program described above may be provided by being stored in a recording medium, or the program may be provided by communication means. In that case, for example, the above-described program may be regarded as an invention of a “computer-readable recording medium recording the program”.
The “computer-readable recording medium on which a program is recorded” refers to a computer-readable recording medium on which a program is recorded, which is used for program installation, execution, program distribution, and the like.
The recording medium is, for example, a digital versatile disc (DVD), which is a standard established by the DVD Forum, such as “DVD-R, DVD-RW, DVD-RAM,” and DVD + RW. Standard “DVD + R, DVD + RW, etc.”, compact disc (CD), read-only memory (CD-ROM), CD recordable (CD-R), CD rewritable (CD-RW), Blu-ray disc ( Blu-ray Disc (registered trademark), magneto-optical disk (MO), flexible disk (FD), magnetic tape, hard disk, read-only memory (ROM), electrically erasable and rewritable read-only memory (EEPROM (registered trademark)) )), Flash memory, Random access memory (RAM) SD (Secure Digital) memory card and the like.
The program or a part of the program may be recorded on the recording medium for storage or distribution. Also, by communication, for example, a local area network (LAN), a metropolitan area network (MAN), a wide area network (WAN), a wired network used for the Internet, an intranet, an extranet, etc., or wireless communication It may be transmitted using a transmission medium such as a network or a combination of these, or may be carried on a carrier wave.
Furthermore, the program may be a part of another program, or may be recorded on a recording medium together with a separate program. Moreover, it may be divided and recorded on a plurality of recording media. Further, it may be recorded in any manner as long as it can be restored, such as compression or encryption.

DESCRIPTION OF SYMBOLS 100 ... Apparatus 102 ... Communication module 104 ... Output state measurement module 106 ... Usage state detection module 130 ... Management server 132 ... Communication module 134 ... Output state storage module 136 ... Usage state storage module 150 ... Service center 152 ... Communication module 154 ... Output State extraction module 156 ... Output state comparison module 158 ... User information / device information storage module 160 ... Judgment reference value change module 162 ... Output module 164 ... Usage state extraction module 166 ... Usage state comparison module 168 ... Reference value change module 180 ... Control Module 198 ... Communication line 199 ... Communication line 210 ... Image forming apparatus 230 ... Management server 250 ... Service center 299 ... Communication line

Claims (7)

Measurement value storage means for storing measurement values relating to the quality of the device;
Reference value storage means for storing a determination reference value that is a value different from a reference value determined by involvement of a customer of the device and is a value for expecting a deterioration in the quality of the device;
Extraction means for extracting a measurement value related to the quality when there is a report about the quality of the device from the customer from the measurement value storage means;
A comparison means for comparing the measurement value extracted by the extraction means with a predetermined reference value in the quality of the device ;
The information processing apparatus characterized by comprising a changing means for changing the judgment reference value stored in said reference value storing means based on the comparison result by the comparison means. Output means for outputting information indicating that a procedure for changing the reference value of the device should be performed based on the comparison result by the comparison means
  Further comprising
  The changing means changes the reference value and the determination reference value stored in the reference value storage means based on the approval of the output by the output means.
  The information processing apparatus according to claim 1. The reference value has a plurality of stages,
Second comparison means for comparing the measurement value extracted by the extraction means with a reference value indicating higher quality than the reference value or a reference value indicating lower quality.
Further comprising
And the output means, on the basis of the comparison result by the second comparison means, information processing according to claim 2, characterized in that outputs information to the effect that performs the procedure to change the reference value of the device apparatus. A second extraction unit that extracts a previous usage state and a current usage state of the target device from a usage state storage unit that stores the usage state of the device;
A third comparing means for comparing the difference between the previous usage state extracted by the second extraction means and the current usage state with a predetermined value;
And the output means, the third on the basis of a comparison result by the comparing means, the information processing according to claim 3, characterized in that outputs information to the effect that performs the procedure to change the reference value of the device apparatus. The change means changes the determination reference value to a higher quality determination reference value when the comparison result by the comparison means indicates that the report from the customer is a request for higher quality. the information processing apparatus according to claim 1, any one of 4, characterized in that. In the case where the change means indicates that the report from the customer is to obtain a quality equal to or lower than a reference value as a comparison result by the comparison means, the determination reference value is changed to a determination reference value having a lower quality. the information processing apparatus according to any one of claims 1, characterized in that the change 4. Measurement value storage means for storing measurement values relating to the quality of the device;
A computer comprising a reference value storage means for storing a determination reference value that is different from a reference value determined by involvement of a customer of the device and is a value for expecting a deterioration in the quality of the device; ,
Extraction means for extracting a measurement value related to the quality when there is a report about the quality of the device from the customer from the measurement value storage means;
A comparison means for comparing the measurement value extracted by the extraction means with a predetermined reference value in the quality of the device ;
The information processing program for functioning as a change means which changes the said determination reference value memorize | stored in the said reference value memory | storage means based on the comparison result by the said comparison means.

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