JP6826322B2 - Failure parts replacement support method - Google Patents

Description

The present invention relates to a faulty part replacement support system, a faulty part replacement support method, and a program.

Technology has been proposed to support the work of replacing defective parts of maintenance target devices such as computer systems.

For example, Patent Document 1 describes a technique for effectively and efficiently managing the delivery of maintenance parts. Specifically, in Patent Document 1, when a failure occurs in a device to be maintained, a maintenance worker who receives a report from the user visits the user. Next, the maintenance worker investigates the equipment to be maintained and identifies the suspected part. The maintenance worker then arranges maintenance parts to replace the defective parts. Then, when the replacement part arrives, the maintenance worker performs the part replacement work of the suspected part.

Further, in Patent Document 2, when a notification message including maintenance parts information is received from an automatic notification device installed on the maintenance target device side via the Internet or the like, the stock of necessary maintenance parts is confirmed, and if there is stock, maintenance parts are checked. The maintenance base system that arranges the delivery to the maintenance target equipment side is described.

Other techniques related to the present invention include the following.

Patent Document 3 describes a translation support device that translates a translation target original text such as a product manual into a translation text in a predetermined language by diverting the past translation text stored in the translation memory. The translation support device described in Patent Document 3 is a device in which a translator efficiently performs translation work using a translation memory provided by a translation support system, that is, semi-automatic translation.

Patent Document 4 describes a voice automatic translation call system in which users of different languages can automatically translate and talk with each other in a voice that is substantially the same as the voice of the interlocutor.

Patent Document 5 describes a spectacle interface system in which an audio / video interface is incorporated in spectacles. In the spectacle interface system described in Patent Document 5, the image obtained by capturing the image with the camera installed in the spectacle is provided to the spectacle wearer as a monitor image.

Patent Document 6 describes a maintenance system that allows a worker to smoothly perform restoration work of a computer system by himself / herself. Specifically, the maintenance system includes a worker terminal that can be carried by a worker and a maintenance terminal for remote maintenance of a computer system. When the maintenance terminal receives a failure report and log when a computer system failure occurs, it automatically analyzes the log, extracts the failure factor based on the analysis result, and recovers the extracted failure factor. Calculate the recovery procedure of, and send the calculated recovery procedure to the worker terminal. When the worker terminal receives the recovery procedure transmitted by the maintenance terminal, the worker terminal notifies the worker of the received recovery procedure by the head-mounted display. In addition, the worker terminal includes a photographing unit that captures the work content when the worker is performing the work according to the recovery procedure, and a video data transmitting unit that transmits the video data captured by the photographing unit to the maintenance terminal. Further, the maintenance terminal includes a correctness determination unit that determines whether or not the worker is performing the work according to the recovery procedure based on the above video data and transmits the determination result to the worker terminal.

Japanese Unexamined Patent Publication No. 2011-60330 Japanese Unexamined Patent Publication No. 2001-356929 Japanese Unexamined Patent Publication No. 2011-180980 JP-A-2002-300289 Special Table 2001-52063 Japanese Unexamined Patent Publication No. 2011-150399

By the way, in order to replace a failed part of a maintenance target device such as a computer system with a replacement part, an instrument used for the replacement work is required. However, in Patent Document 1 and Patent Document 2, although replacement parts for replacement with defective parts are arranged, no consideration is given to the equipment used for the replacement work. Therefore, even if the replacement part arrives at the site, the work of replacing the failed part with the replacement part cannot be performed because the equipment used for the replacement work is not available at the site.

An object of the present invention is a faulty part replacement support system, a faulty part replacement support, which solves the above-mentioned problem, that is, the work of replacing a faulty part with a replacement part cannot be performed because there is no instrument used for the replacement work. To provide methods and programs.

The faulty part replacement support system according to one embodiment of the present invention is
Failure information receiving means for receiving failure information from maintenance target devices installed in remote locations,
A faulty part determination means that analyzes the fault information and determines a faulty part of the maintenance target device, and
Maintenance part information in which the faulty part and the replacement part for replacing the faulty part are associated with each other, and the appliance used for the work of replacing the faulty part with the replacement part and the replacement part are associated with each other. A storage means for storing exchange device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
A replacement part selection means for determining the replacement part for replacement with the determined failed part based on the maintenance part information, and
An instrument selection means for determining the instrument to be used for the work of replacing the determined replacement part based on the replacement instrument information.
A delivery means that determines the address of the user of the maintenance target device based on the address information and instructs the distribution center to deliver the determined replacement parts and the appliances to the determined address of the user.
including.

The faulty part replacement support method according to another embodiment of the present invention is
Maintenance part information in which the failed part and the replacement part for replacing the failed part are associated with each other, and the appliance used for the work of replacing the failed part with the replacement part and the replacement part are associated with each other. It is a fault component replacement support method executed by an information processing device provided with a storage means for storing replacement device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
Receive failure information from the maintenance target device installed in a remote location and
The fault information is analyzed to determine the faulty part of the equipment to be maintained.
The replacement part to be replaced with the determined faulty part is determined based on the maintenance part information, and the replacement part is determined.
The device to be used for the work of replacing the determined replacement part is determined based on the replacement device information.
The address of the user of the maintenance target device is determined based on the address information, and the distribution center is instructed to deliver the determined replacement parts and the appliances to the determined address of the user.

Programs according to other embodiments of the present invention
Maintenance part information in which the failed part and the replacement part for replacing the failed part are associated with each other, and the appliance used for the work of replacing the failed part with the replacement part and the replacement part are associated with each other. A computer provided with a storage means for storing exchange device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
Failure information receiving means for receiving failure information from maintenance target devices installed in remote locations,
A faulty part determination means that analyzes the fault information and determines a faulty part of the maintenance target device, and
A replacement part selection means for determining the replacement part for replacement with the determined failed part based on the maintenance part information, and
An instrument selection means for determining the instrument to be used for the work of replacing the determined replacement part based on the replacement instrument information.
A delivery means that determines the address of the user of the maintenance target device based on the address information and instructs the distribution center to deliver the determined replacement parts and the appliances to the determined address of the user.
To make it work.

Since the present invention has the above-described configuration, the work of replacing a failed part with a replacement part can be carried out without any trouble.

It is a block diagram of the fault component replacement support system which concerns on 1st Embodiment of this invention. It is a block diagram of the fault component replacement support system which concerns on 2nd Embodiment of this invention. It is a figure which shows the configuration example of the user guide terminal used in the fault component replacement support system which concerns on 2nd Embodiment of this invention. It is a block diagram of the fault component replacement support system which concerns on 3rd Embodiment of this invention.

[First Embodiment]
Next, the first embodiment of the present invention will be described in detail with reference to the drawings.

<Problems to be solved by this embodiment>
There are the following methods for replacing defective parts of equipment to be maintained. First, when a failure occurs in the target device, a maintenance worker who receives a report from the user visits the user. Next, the maintenance worker investigates the target equipment and identifies the suspected part. The maintenance worker then arranges maintenance parts to replace the defective parts. Then, when the replacement part arrives, the maintenance worker performs the part replacement work of the suspected part.

In the above method, maintenance workers need to perform replacement work locally, so in order to accommodate users from all over the world, many maintenance bases are set up, and maintenance knowledge of individual products and each language are used. A maintenance person who has the ability to communicate with the user is required. In addition, since maintenance workers go to the site to carry out replacement work, it may take some time to complete the replacement work in some areas. Furthermore, there are cases where the equipment used for the replacement work is not available at the site, in which case the work of replacing the failed part with a replacement part cannot be performed.

In this embodiment, the occurrence of a failure is automatically detected, and the replacement parts and tools necessary for recovering the detected failure are delivered to the user as a set, and the replacement work procedure is delivered to the user in a native language that is easy for the user to understand. By providing it, the purpose is to make it easy for the user to replace the suspected part by himself / herself.

<Structure of this embodiment>
FIG. 1 is a block diagram of a faulty part replacement support system according to the present embodiment.

Referring to FIG. 1, the faulty parts replacement support system 100 is a system that supports the work of replacing the faulty parts of the maintenance target device 111 with replacement parts. The faulty part replacement support system 100 includes a fault receiving unit 101, a knowledge data pool 102, a suspected part identification unit 103, a replacement part selection unit 104, a replacement procedure generation unit 105, a multilingual conversion unit 106, and a guide unit. The 107, the delivery unit 108, the user terminal 109, and the supporter terminal 110 are included.

When a failure occurs in the maintenance target device 111 of a user (hereinafter referred to as a user) 112 in each country with whom a maintenance contract is made, the failure receiving unit 101 causes an identification information and a failure of the maintenance target device 111. It is a means for transmitting and receiving failure information including the state of equipment and error codes related to the above. The fault receiving unit 101 can be realized, for example, by connecting the maintenance target device 11 and the suspected location identification unit 103 via a wireless or wired network. The fault receiving unit 101 transmits the received fault information to the suspected location identification unit 103. The failure receiving unit 101 may include means for confirming that the maintenance target device 111 has recovered after maintenance and replacement.

The knowledge data pool 102 is a storage device that stores various maintenance information necessary for supporting the work of replacing a failed part of the maintenance target device 111 with a replacement part. In the present embodiment, the knowledge data pool 102 is incorporated in the system 100, but may be provided in an external system that can be referred to by the system 100. The knowledge data pool 102 includes, for example, maintenance information for identifying a suspected location, maintenance information for selecting replacement parts and equipment used for replacement work from the suspected location information, and documents and voices for generating replacement procedures. Stores maintenance information for video images, maintenance information for converting to multinational languages, etc.

The suspected location identification unit 103 is a suspected location that is considered to be a failed part of the equipment 111 to be maintained based on the fault information received from the fault receiving unit 101 and the maintenance information required for identifying the suspected location acquired from the knowledge data pool 102. To identify. Further, the suspected location identification unit 103 transmits the identification information of the maintenance target device 111 and the identified suspected location information to the replacement part selection unit 104.

The replacement part selection unit 104 receives the identification information of the maintenance target device 111 received from the suspected part identification unit 103, the information of the identified suspected part, and the replacement part and the replacement work suitable for replacing the suspected part acquired from the knowledge data pool 102. Select replacement parts and equipment necessary for performing replacement work based on the maintenance information of the equipment used in. Further, the replacement part selection unit 104 transmits the identification information of the maintenance target device 111, the information of the selected replacement part, and the information of the equipment necessary for performing the replacement work to the replacement procedure generation unit 105 and the delivery unit 108.

The replacement procedure generation unit 105 has acquired the identification information of the maintenance target device 111 received from the replacement part selection unit 104, the information of the selected replacement part, the information of the equipment necessary for performing the replacement work, and the knowledge data pool 102. Generate the procedure manual required to replace the maintenance part of the suspected part with a replacement part based on the procedure information for parts replacement. Further, the replacement procedure generation unit 105 propagates the identification information of the maintenance target device 111, the generated procedure manual, and the document, audio, and video images representing the operation and setting information of the device necessary for replacement to the multilingual conversion unit 106.

The multilingual conversion unit 106 refers to the native language information of the user 112 registered in advance in the knowledge data pool 102 based on the identification information of the maintenance target device 111, and receives a procedure manual and parts from the exchange procedure generation unit 105. Documents, audio, and video images of device operation and setting information required for replacement are converted into the user's native language that the user 112 can understand and transmitted to the guide unit 107. As a method of selecting the language to be presented to the user 112, it can be determined based on the residential area of the user 112, registered in advance at the time of contract, or selected as necessary. In addition, there is a method of automatically recognizing characters used in the user environment by an image recognition means and determining the user's native language.

The delivery unit 108 is based on the identification information of the maintenance target device 111 received from the replacement part selection unit 104, the information of the selected replacement part, the information of the equipment necessary for performing the replacement work, and the identification information of the maintenance target device 111. Based on the shipping address user information acquired from the knowledge data pool 102, the replacement parts and the equipment necessary for performing the replacement work are shipped to the user 112. The delivery unit 108 that ships the replacement parts and the instruments necessary for performing the replacement work to the user 112 can be realized in cooperation with the delivery company, for example, as in Patent Document 1.

The guide unit 107 transmits the document, audio, video image, and procedure manual of the operation and setting information of the device necessary for parts replacement received from the multilingual conversion unit 106 to the user terminal 109. The user terminal 109 receives the information transmitted by the guide unit 107 and provides it to the user 112 of the maintenance target device 111.

The user 112 refers to the information necessary for performing the replacement work obtained from the user terminal 109, and uses the replacement parts shipped from the delivery unit 108 and the equipment necessary for performing the replacement work, and uses the equipment to be maintained. The work of replacing the failed part of 111 with a replacement part is carried out. If the user 112 cannot understand the procedure of the replacement work, the user 112 uses the user terminal 109 to make an inquiry to the guide unit 107 by the utterance of the user 112. The guide unit 107 refers to the native language of the supporter 113 stored in the knowledge data pool 102, converts the native language of the user 112 into the native language of the supporter using the multilingual conversion unit 106, and supports the supporter. It transmits to the terminal 110. When the supporter 113 speaks, the utterance of the supporter 113 and, if necessary, additional voice, video information, and documents acquired from the knowledge data pool 102 are propagated from the supporter terminal 110 to the guide unit 107. The guide unit 107 refers to the native language of the user 112 stored in the knowledge data pool 102, and uses the multilingual conversion unit 106 to speak the supporter's speech in the native language of the supporter 113, additional voice, and the like. Is converted into the native language of, and transmitted to the user terminal 109. The means for supporting a worker in a remote place by using the guide unit 107 can be realized by, for example, the technique described in Patent Document 6.

The fault receiving unit 101, the knowledge data pool 102, the suspected location identification unit 103, the replacement component selection unit 104, the replacement procedure generation unit 105, the multilingual conversion unit 106, and the guide unit 107 of the fault component replacement support system 100 are a single device. However, it may be composed of a plurality of devices.

<Operation of this embodiment>
Next, the operation of the faulty parts replacement support system according to this embodiment will be described.

When a failure occurs in the maintenance target device 111, the maintenance target device 111 side transmits the identification information of the maintenance target device 111 and the failure information including the status and error code of the device related to the failure. The failure receiving unit 101 receives the failure information and transmits it to the suspected location identification unit 103.

The suspected location identification unit 103 refers to the maintenance information necessary for identifying the suspected location from the knowledge data pool 102, and transmits the identification information of the maintenance target device 111 and the identified suspected location information to the replacement part selection unit 104.

The replacement part selection unit 104 refers to the maintenance information of the replacement part suitable for the replacement of the suspected part from the knowledge data pool 102, and is necessary for performing the identification information of the maintenance target device 111, the selected replacement part information, and the replacement work. The instrument information is transmitted to the exchange procedure generation unit 105 and the delivery unit 108.

The replacement procedure generation unit 105 refers to the procedure information for parts replacement from the knowledge data pool 102, generates a procedure manual describing the procedure necessary for replacing the maintenance parts, and operates the equipment necessary for the replacement. And the document, audio, and video images of the setting information are transmitted to the multilingual conversion unit 106.

The multilingual conversion unit 106 refers to the native language information of the user 112 registered in advance in the knowledge data pool 102 based on the identification information of the maintenance target device 111, and documents the operation and setting information of the device necessary for parts replacement. , Audio, video footage and procedure manuals are converted into the user's native language that the user 112 can understand and propagated to the guide unit 107.

The delivery unit 108 refers to the shipping destination user information from the knowledge data pool 102 based on the identification information of the maintenance target device 111, and ships the replacement parts and the equipment necessary for performing the replacement work to the user 112.

The guide unit 107 propagates a document, audio, video image, and procedure manual of device operation and setting information necessary for parts replacement to the user terminal 109. The user 112 refers to the information necessary for performing the replacement work obtained from the user terminal 109, and uses the replacement parts shipped from the delivery unit 108 and the equipment necessary for performing the replacement work, and uses the equipment to be maintained. The parts replacement work of 111 is carried out.

If the user 112 cannot understand the procedure of the replacement work, the user terminal 109 is used to make an inquiry to the guide unit 107 by the utterance of the user 112.

The guide unit 107 refers to the native language of the supporter 113 stored in the knowledge data pool 102, and uses the multilingual conversion unit 106 to convert the native language of the user 112 into the native language of the supporter 113 to support the support. It propagates to the person terminal 110.

The utterance of the supporter 113 and the presentation of additional voice, video information, and documents stored in the knowledge data pool 102 as needed are propagated from the support terminal 110 to the guide unit 107.

The guide unit 107 refers to the native language of the user 112 stored in the knowledge data pool 102, converts the native language of the supporter 113 into the native language of the user 112 by using the multilingual conversion unit 106, and converts the native language of the supporter 113 into the native language of the user 112. Propagate to 109.

The user terminal 109 has a function of transmitting the image in the line of sight of the user 112, the surrounding image, and the sound to the supporter 113 via the guide unit 107, and the supporter 113 in a remote location Support parts replacement work from the user's perspective.

Words, additional voice, video, and document information input / output to the user terminal 109 and the supporter terminal 110 can be taken into the knowledge data pool 102 by the guide unit 107 and used in the next maintenance.

<Effect of this embodiment>
According to the present embodiment, the fault receiving unit 101 that receives the fault information related to the fault that occurred in the maintenance target device 111, the suspected location identification unit 103 that identifies the suspected location based on the fault information, and the detected fault are recovered. A replacement part selection unit 104 that selects the replacement parts required for the replacement and equipment used for the replacement work, a replacement procedure generation unit 105 that generates the replacement procedure, and a multilingual that converts the replacement procedure into a language that the user 112 can understand. A conversion unit 106, a delivery unit 108 that delivers replacement parts and equipment used for replacement work to the user 112, and a guide that supports the user 112 who does not have special knowledge of maintenance and replacement to perform maintenance and replacement. By providing the unit 107, a wide variety of native language users 112 can exchange suspected parts by themselves. Therefore, it is possible to minimize maintenance bases around the world and reduce the cost and time required for training maintenance personnel. Further, by analyzing the knowledge of the multinational language in a timely manner and generating the identification of the suspected part and the procedure for exchanging the suspected part, the identification of the suspected part and the procedure can be provided to the user 112 in a timely manner.

[Second Embodiment]
Next, a second embodiment of the present invention will be described.

FIG. 2 is a block diagram of the faulty parts replacement support system according to the present embodiment. Referring to FIG. 2, the faulty parts replacement support system 200 is a system that supports the work of replacing the faulty parts of the maintenance target device 211 with replacement parts. The faulty part replacement support system 200 includes a fault report receiving unit 201, a knowledge data pool 202, a suspected part identification unit 203, a replacement part selection unit 204, a replacement procedure generation unit 205, a multilingual conversion unit 206, and a guide. The unit 207, the delivery information communication unit 208, the user guide terminal 209, and the support terminal 210 of the supporter are included. Failure report receiving unit 201, knowledge data pool 202, suspected location identification unit 203, replacement part selection unit 204, replacement procedure generation unit 205, multilingual conversion unit 206, guide unit 207, delivery information communication unit 208, user as shown in FIG. The guide terminal 209 and the support terminal 210 of the supporter are the failure receiving unit 101, the knowledge data pool 102, the suspected location identification unit 103, the replacement part selection unit 104, the replacement procedure generation unit 105, and the multilingual conversion unit 106 shown in FIG. , The guide unit 107, the delivery unit 108, the user terminal 109, and the supporter terminal 110.

The knowledge data pool 202 stores error information 231, maintenance parts information 232, replacement equipment information 233, parts replacement procedure information 234, user address information 235, user native language information 236, and supporter native language information 237.

The error information 231 is maintenance information for identifying a suspected portion from the failure information. The maintenance part information 232 is maintenance information for selecting a replacement part from the suspected part information. The replacement device information 233 is maintenance information for selecting a device necessary for performing the replacement work. The parts replacement procedure information 234 is maintenance information of a document, audio, and video image for generating a replacement procedure. The user address information 235 is the address of the user 226 of the maintenance target device 211. The user native language information 236 is information indicating the native language of the user 226 of the maintenance target device 211. The supporter native language information 237 is information indicating the native language of the supporter 229.

FIG. 3 shows an example of the user guide terminal 209. The user guide terminal 209 of this example includes a line-of-sight camera 251 for acquiring an image of the user's line of sight operating the maintenance target device 211 and maintenance on the supporter side in order to support the maintenance operability of the user from the supporter side. It is provided with a peripheral camera / sound collector 252 for propagating the positional relationship between the target device 211 and the surroundings and surrounding voice information, and a microphone 256 for the user to talk with the supporter side. Further, in order for the user to receive support from the supporter side, a headphone 254 for listening to the voice of the supporter 229 and a translucent display 255 for displaying a procedure manual for parts replacement, an image, and a moving image are provided. Further, a communication means 253 for bidirectionally transmitting and receiving such information between the user 226 and the supporter 229 is provided.

Failure report receiving unit 201, knowledge data pool 202, suspected location identification unit 203, replacement part selection unit 204, replacement procedure generation unit 205, multilingual conversion unit 206, guide unit 207, and delivery information communication of the fault component replacement support system 200. The unit 208 may be a single device or may be composed of a plurality of devices.

The faulty parts replacement support system 200 according to the present embodiment configured in this way operates as follows.

When a failure occurs in the maintenance target device 211, a failure report 221 including information similar to the failure information in the first embodiment is transmitted from the maintenance target device 211 side to the fault component replacement support system 200. The failure report receiving unit 201 receives the failure report 221 and transmits it to the suspected location identification unit 203.

The suspected location identification unit 203 identifies the suspected location from the contents of the failure report 221 with reference to the error information 231 in the knowledge data pool 202. For example, in the error information 231, the error code and the information on the suspected portion are recorded in association with each other. The suspected part identification unit 203 identifies the suspected part by acquiring the information of the suspected part corresponding to the error code included in the failure report 221 from the error information 231. However, the method of identifying the suspected part is not limited to the above.

Next, the replacement part selection unit 204 selects a replacement part to be replaced with the failed part of the suspected part specified by the suspected part specifying unit 203 with reference to the maintenance part information 232 in the knowledge data pool 202. For example, in the maintenance part information 232, the information on the suspected part and the information on the replacement part are recorded in association with each other. The replacement part selection unit 204 determines the replacement part by acquiring the information of the replacement part corresponding to the information of the identified suspected part from the maintenance part information 232. However, the method of determining replacement parts is not limited to the above.

Further, the replacement part selection unit 204 selects a device to be used for the work of replacing the replacement part determined above with reference to the replacement device information 233 in the knowledge data pool 202. For example, in the replacement device information 233, the information on the replacement part and the information on the device used for the work of replacing the failed part with the replacement part are recorded in association with each other. The replacement part selection unit 204 determines the equipment to be used for the replacement work by acquiring the information of the equipment corresponding to the determined information of the replacement part from the replacement equipment information 233. However, the method for determining the equipment to be used for the replacement work is not limited to the above. The equipment used for the replacement work may include not only general-purpose equipment such as a plus drive but also special equipment called a so-called special tool.

Next, the replacement procedure generation unit 205 refers to the part replacement procedure information 234 in the knowledge data pool 202, and selects the replacement part selected by the replacement part selection unit 204 by using the instrument selected by the replacement part selection unit 204. Generate a procedure manual that describes the procedure for replacement. For example, in the parts replacement procedure information 234, a procedure manual describing a procedure for replacing a replacement part using an instrument is recorded for each combination of the replacement part and the instrument used for the replacement work. The replacement procedure generation unit 205 replaces the selected replacement part with the selected instrument by acquiring the procedure manual corresponding to the combination of the selected replacement part and the instrument from the component replacement procedure information 234. Generate a procedure manual that describes the procedure. However, the method of generating a procedure manual describing the procedure for replacing a replacement part using an instrument is not limited to the above.

Next, the delivery information communication unit 208 uses the user address information 235 referred to from the knowledge data pool 202, the maintenance part information (replacement part information) and the equipment information (used for replacement work) selected by the replacement part selection unit 204. Information on the equipment to be used) is transmitted to the distribution center 222. In the user address information 235, the address of the user 226 of the maintenance target device 211 is recorded.

The distribution center 222 makes a parts replacement contact 223 (advance notification of delivery) to the user 226, and after receiving a sending permission reply 224 from the user 226, maintains maintenance parts (replacement parts) and appliances (equipment used for replacement work) at the user address. ) Is delivered (225).

The multilingual conversion unit 206 receives the parts replacement procedure manual generated by the replacement procedure generation unit 205, refers to the user native language information 236 in the knowledge data pool 202, and sets the parts replacement procedure manual to the mother of the user 226. It is converted into a national language and transmitted to the guide unit 207. The native language of the user 226 is recorded in the user native language information 236.

A procedure manual for parts replacement converted into the native language of the user 226 is transmitted to the guide unit 207 and the user guide terminal 209.

The user 226 uses the replacement parts delivered from the distribution center 222 and the equipment used for the replacement work to replace the failed parts at the suspected portion of the maintenance target device 211 with replacement parts. At that time, the user 226 can refer to the procedure manual for parts replacement displayed on the semitransparent display 255 of the user guide terminal 209. If the user 226 cannot understand the replacement procedure, the user 226 requests support from the support terminal 210 of the supporter via the guide unit 207 by voice using the microphone 256 of the user guide terminal 209. At this time, the guide unit 207 requests the multilingual conversion unit 206 to convert the native language of the user 226 into the native language of the supporter 229. The multilingual conversion unit 206 refers to the user's native language information 236 and the supporter's native language information 237 of the knowledge data pool 202, and converts the voice of the user 226 into the native language of the supporter 229. The guide unit 207 transmits the voice of the user 226 converted into the native language of the supporter 229 to the support terminal 210 of the supporter. Further, the multilingual conversion unit 206 adds the converted information (voice of the user 226 converted into the supporter's mother tongue) to the knowledge data pool 202 as new knowledge.

The supporter 229 supports the user guide terminal 209 via the guide unit 207 by voice using the microphone function of the intercom attached to the support terminal 210 of the supporter. At this time, the guide unit 207 requests the multilingual conversion unit 206 to process the supporter 229's mother tongue into the user's mother tongue. The multilingual conversion unit 206 refers to the supporter's native language information 237 and the user's native language information 236 of the knowledge data pool 202, and converts the voice of the supporter 229 into the user's native language. The guide unit 207 transmits the voice of the supporter converted into the native language of the user 226 to the user guide terminal 209. In addition, the multilingual conversion unit 206 adds the converted information (voice of the supporter converted into the user's native language) to the knowledge data pool 202 as new knowledge.

Further, from the user guide terminal 209, the image of the line-of-sight camera 251 and the image captured by the peripheral camera / sound collector 252 and the collected audio information are transmitted to the support terminal 210 of the supporter via the guide unit 207.

When the supporter 229 determines that it is necessary to present additional information to the user, the information (knowledge) of the knowledge data pool 202 is transmitted from the supporter's support terminal 210 via the guide unit 207 and the multilingual conversion unit 206. Refer to. At this time, the multilingual conversion unit 206 refers to the supporter's native language information 237 of the knowledge data pool 202, and converts the language of the information of the knowledge data pool 202 referred to by the supporter 229 into the native language of the supporter 229. Further, the guide unit 207 transmits the information of the knowledge data pool 202 (information referred to by the supporter 229) converted into the native language of the supporter 229 to the support terminal 210 of the supporter. Further, the supporter 229 requests the support terminal 210 of the supporter to transmit the information referred to from the knowledge data pool 202 to the user guide terminal 209 as it is or by adding more information. The guide unit 207 requests the multilingual conversion unit 206 to convert the native language of the supporter 229 into the native language of the user 226. The multilingual conversion unit 206 converts the native language of the supporter into the native language of the user 226. The guide unit 207 transmits the information converted into the native language of the user 226 (the information referred to by the supporter 229 from the knowledge data pool 202 or the information obtained by adding new information to the information) to the user guide terminal 209. In addition, the guide unit 207 adds the information newly added by the support terminal 210 of the supporter and converted into the native language of the user 226 to the knowledge data pool 202 as new knowledge via the multilingual conversion unit 206. To do. The knowledge related to the maintenance target device 211 is added daily to the knowledge data pool 202 by multinational developers, system engineers, and customer support engineers 228, or the existing knowledge information is updated with new information.

[Third Embodiment]
Next, a third embodiment of the present invention will be described.

FIG. 4 is a block diagram of the faulty parts replacement support system according to the present embodiment. Referring to FIG. 4, the faulty parts replacement support system 300 is a system that supports the work of replacing the faulty parts of the maintenance target device 330 installed in a remote place with replacement parts. The fault component replacement support system 300 includes an arithmetic processing unit 310 and a storage device 320.

The storage device 320 is composed of a storage device such as a hard disk or a memory, and has a function of storing processing information and a program 324 necessary for various processes in the arithmetic processing unit 310. The program 324 is a program that realizes various processing units by being read and executed by the arithmetic processing unit 310, and is previously transmitted from an external device or storage medium (not shown) via a data input / output function such as a communication interface unit (not shown). It is read and stored in the storage device 32. The main processing information stored in the storage device 320 includes maintenance part information 321 and replacement device information 322, and address information 323.

The maintenance part information 321 records information on the failed part (for example, part name and part ID) and information on the replacement part for replacement with the failed part (for example, part name and part ID) in association with each other. ..

The replacement device information 322 records information on a device used for the work of replacing a failed part with a replacement part (for example, a device name or a device ID) and information on a replacement part (for example, a part name or a part ID) in association with each other. doing.

The address information 323 records the information of the maintenance target device 330 (for example, the device name and the device ID) and the address of the user of the maintenance target device 330 in association with each other.

The arithmetic processing unit 310 has a microprocessor such as an MPU and its peripheral circuits, and by reading and executing the program 324 from the storage device 320, the hardware and the program 324 are made to cooperate to realize various processing units. Has the function of The main processing units realized by the arithmetic processing unit 310 include a failure information receiving means 311, a faulty part determining means 312, a replacement part selecting means 313, an instrument selection means 314, and a delivery means 315.

The fault information receiving means 311 has a function of receiving fault information from the maintenance target device 330.

The faulty part determining means 312 has a function of analyzing the fault information and determining a faulty part of the maintenance target device 330.

The replacement part selection means 313 has a function of determining a replacement part for replacement with the determined failed part based on the maintenance part information 321.

The instrument selection means 314 has a function of determining an instrument to be used for the work of exchanging for the above-determined replacement part based on the exchange instrument information 322.

The delivery means 315 has a function of determining the address of the user of the maintenance target device 330 based on the address information 323 and instructing the distribution center 340 to deliver the determined replacement parts and instruments to the determined user's address. ..

The faulty parts replacement support system 300 according to the present embodiment configured in this way operates as follows.

When a component fails in the maintenance target device 330, failure information including a failed component name, an error code, and the like is transmitted from the maintenance target device 330 to the arithmetic processing unit 310. When the fault information receiving means 311 receives the fault information, the fault information receiving means 311 transmits the fault information to the fault component determining means 312. The faulty part determination means 312 analyzes the fault information and determines the faulty part of the maintenance target device 330. Next, the replacement part selection means 313 determines a replacement part to be replaced with the determined failed part based on the maintenance part information 321. Next, the instrument selection means 314 determines an instrument to be used for the work of exchanging for the above-determined replacement part based on the exchange instrument information 322. Next, the delivery means 315 determines the address of the user of the maintenance target device 330 based on the address information 323, creates instruction information for delivering the determined replacement parts and appliances to the determined user's address, and e-mails the user. Etc. to send to the distribution center 340.

As described above, according to the present embodiment, the work of replacing the failed component of the maintenance target device 330 with a replacement component can be performed without any trouble. The reason is that the replacement parts to be replaced with the defective parts are determined, the equipment to be used for the work to be replaced with the replacement parts is determined, and the above-determined replacement parts and equipment are sent to the address of the user of the equipment 330 to be maintained. This is to arrange for delivery. As a result, even if the replacement part arrives at the site, it is possible to solve the situation in which the work of replacing the failed part with the replacement part cannot be performed because the tool used for the replacement work is not available at the site.

INDUSTRIAL APPLICABILITY The present invention can be used when a component of a device to be maintained such as a computer system breaks down and replacement work is required, and the user replaces the component by himself / herself to simplify the maintenance operation.

Some or all of the above embodiments may also be described, but not limited to:
[Appendix 1]
Failure information receiving means for receiving failure information from maintenance target devices installed in remote locations,
A faulty part determination means that analyzes the fault information and determines a faulty part of the maintenance target device, and
Maintenance part information in which the faulty part and the replacement part for replacing the faulty part are associated with each other, and the appliance used for the work of replacing the faulty part with the replacement part and the replacement part are associated with each other. A storage means for storing exchange device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
A replacement part selection means for determining the replacement part for replacement with the determined failed part based on the maintenance part information, and
An instrument selection means for determining the instrument to be used for the work of replacing the determined replacement part based on the replacement instrument information.
A delivery means that determines the address of the user of the maintenance target device based on the address information and instructs the distribution center to deliver the determined replacement parts and the appliances to the determined address of the user.
Failure parts replacement support system including.
[Appendix 2]
The storage means is a component that describes error information referred to by the failure component determining means for identifying the failure component from the failure information, and a procedure for replacing the failure component with the replacement component using the instrument. The exchange procedure information, the native language information of the user, and the native language information of the supporter who supports the user are further stored.
The faulty parts replacement support system described in Appendix 1.
[Appendix 3]
It further comprises a replacement procedure generator that generates a procedure manual for replacing the faulty part with the replacement part using the instrument to provide to the user's terminal based on the part replacement procedure information.
The faulty parts replacement support system described in Appendix 2.
[Appendix 4]
It further has a multilingual conversion unit that translates the procedure manual into the user's native language based on the user's native language information in order to provide it to the user's terminal.
The faulty parts replacement support system described in Appendix 3.
[Appendix 5]
Further, it has a guide unit for registering a voice conversation between the user's terminal and the supporter's terminal in the storage means so that it can be referred to later.
The faulty parts replacement support system described in Appendix 4.
[Appendix 6]
The user's terminal includes a line-of-sight camera for acquiring an image of the user's line of sight, and a peripheral camera / collection for transmitting the positional relationship between the maintenance target device and the surroundings and peripheral audio information to the supporter's terminal. A sound device, a microphone for the user to talk with the supporter, headphones for listening to the supporter's voice, a semi-transmissive display for displaying the procedure manual, and a user terminal and the supporter. It has a communication means for transmitting and receiving in both directions to and from a terminal.
The faulty parts replacement support system described in Appendix 5.
[Appendix 7]
Maintenance part information in which the failed part and the replacement part for replacing the failed part are associated with each other, and the appliance used for the work of replacing the failed part with the replacement part and the replacement part are associated with each other. It is a fault component replacement support method executed by an information processing device provided with a storage means for storing replacement device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
Receive failure information from the maintenance target device installed in a remote location and
The fault information is analyzed to determine the faulty part of the equipment to be maintained.
The replacement part to be replaced with the determined faulty part is determined based on the maintenance part information, and the replacement part is determined.
The device to be used for the work of replacing the determined replacement part is determined based on the replacement device information.
The address of the user of the maintenance target device is determined based on the address information, and the distribution center is instructed to deliver the determined replacement parts and the appliances to the determined address of the user.
Failure parts replacement support method.
[Appendix 8]
Maintenance part information in which the failed part and the replacement part for replacing the failed part are associated with each other, and the appliance used for the work of replacing the failed part with the replacement part and the replacement part are associated with each other. A computer provided with a storage means for storing exchange device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
Failure information receiving means for receiving failure information from maintenance target devices installed in remote locations,
A faulty part determination means that analyzes the fault information and determines a faulty part of the maintenance target device, and
A replacement part selection means for determining the replacement part for replacement with the determined failed part based on the maintenance part information, and
An instrument selection means for determining the instrument to be used for the work of replacing the determined replacement part based on the replacement instrument information.
A delivery means that determines the address of the user of the maintenance target device based on the address information and instructs the distribution center to deliver the determined replacement parts and the appliances to the determined address of the user.
A program to make it work.
[Appendix 9]
When a failure occurs in a maintenance target device of a user (hereinafter referred to as a user) who makes a maintenance contract around the world and maintenance support is required, the identification information of the maintenance target device, the status of the device involved in the failure, the error code, etc. Means for transmitting and receiving failure information, including
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Supplementary notes 1 to 8.
[Appendix 10]
Generate maintenance information for identifying the suspected part provided on the system for identifying the suspected part or in a form that can be referred from the system, maintenance information for selecting a replacement part from the suspected part information, and a replacement procedure. Includes document, audio, and video maintenance information for, and means for storing maintenance information for conversion to multinational languages.
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Supplementary notes 1 to 8.
[Appendix 11]
Includes means for identifying suspects with reference to the failure information and the knowledge data pool.
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Appendix 1 to 8.
[Appendix 12]
Includes means for selecting appropriate replacement parts and instruments (referred to as maintenance parts) necessary for performing replacement work with reference to the knowledge data pool for the suspected location identified by the suspected location identification system.
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Appendix 1 to 8.
[Appendix 13]
Including the procedure required to refer to the knowledge data pool to replace the suspect and the means to generate the operation and settings of the equipment required for the replacement.
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Appendix 1 to 8.
[Appendix 14]
The faulty part replacement support system and the faulty part replacement support method according to any one of Appendix 1 to 8, which include a means for converting the generated operation or setting procedure into a native language that can be understood by the user by referring to the knowledge data pool. , And the program.
[Appendix 15]
To the person in charge (hereinafter referred to as a supporter) who provides the user with the document, audio, and video image of the operation and setting procedure converted by the multilingual conversion system, and provides maintenance support for the user's utterance at a remote location. Replacement of defective parts according to any one of Supplementary note 1 to 8, including a function of transmitting the supporter's utterance to the user, and a means of transmitting the image in the user's line of sight and the surrounding image and sound to the supporter. Support system, faulty parts replacement support method, and program.
[Appendix 16]
A means for delivering the maintenance parts to the user, including
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Appendix 1 to 8.
[Appendix 17]
The user follows the guidance of the guide system to perform device setting operations and suspected part replacement work, and if necessary, talks with the supporter in a language that is easy for him / her to use, and makes words and additions. Includes audio, video information, the ability to present documents and the means by which additional information can be brought into the knowledge data pool for future maintenance.
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Appendix 1 to 8.
[Appendix 18]
The supporter supports the user for maintenance work via a guide system, and includes a means for storing maintenance information in the knowledge data pool.
The faulty parts replacement support system, the faulty parts replacement support method, and the program according to any one of Appendix 1 to 8.

100 ... Failure parts replacement support system 101 ... Failure reception unit 102 ... Knowledge data pool 103 ... Suspicious location identification unit 104 ... Replacement parts selection unit 105 ... Replacement procedure generation unit 106 ... Multilingual conversion unit 107 ... Guide unit 108 ... Delivery unit 109 ... User terminal 110 ... Supporter terminal 111 ... Maintenance target device 200 ... Failure part replacement support system 201 ... Failure report receiving unit 202 ... Knowledge data pool 203 ... Suspicious part identification unit 204 ... Replacement part selection unit 205 ... Replacement procedure generation unit 206 ... Multilingual conversion unit 207 ... Guide unit 208 ... Delivery information communication unit 209 ... User guide terminal 210 ... Supporter support terminal 211 ... Maintenance target device 221 ... Failure report 222 ... Distribution center 223 ... Parts replacement contact 224 ... Send permission return 225 ... Parts delivery 226 ... User 227 ... Knowledge information 228 ... Multinational developers, system engineers, customer support engineers 229 ... Supporters 231 ... Error information 232 ... Maintenance parts information 233 ... Replacement equipment information 234 ... Parts replacement procedure information 235 ... User address information 236 ... User native language information 237 ... Supporter native language information 251 ... Line-of-sight camera 252 ... Peripheral camera / sound collector 253 ... Communication means 254 ... Headphones 255 ... Semi-transmissive display 256 ... Microphone 300 ... Failure parts replacement support System 310 ... Arithmetic processing unit 311 ... Failure information receiving means 312 ... Failure part determination means 313 ... Replacement parts selection means 314 ... Equipment selection means 315 ... Delivery means 320 ... Storage device 321 ... Maintenance parts information 322 ... Replacement equipment information 323 ... Address Information 324 ... Program 330 ... Equipment to be maintained 340 ... Distribution center

Claims (8)

Failure information receiving means for receiving failure information from maintenance target devices installed in remote locations,
A faulty part determination means that analyzes the fault information and determines a faulty part of the maintenance target device, and
Maintenance part information in which the faulty part and the replacement part for replacing the faulty part are associated with each other, and the appliance used for the work of replacing the faulty part with the replacement part and the replacement part are associated with each other. A storage means for storing exchange device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
A replacement part selection means for determining the replacement part for replacement with the determined failed part based on the maintenance part information, and
An instrument selection means for determining the instrument to be used for the work of replacing the determined replacement part based on the replacement instrument information.
A delivery means that determines the address of the user of the maintenance target device based on the address information and instructs the distribution center to deliver the determined replacement parts and the appliances to the determined address of the user.
Failure parts replacement support system including. The storage means is a component that describes error information referred to by the failure component determining means for identifying the failure component from the failure information, and a procedure for replacing the failure component with the replacement component using the instrument. The exchange procedure information, the native language information of the user, and the native language information of the supporter who supports the user are further stored.
The faulty parts replacement support system according to claim 1. It further comprises a replacement procedure generator that generates a procedure manual for replacing the faulty part with the replacement part using the instrument to provide to the user's terminal based on the part replacement procedure information.
The faulty parts replacement support system according to claim 2. It further has a multilingual conversion unit that translates the procedure manual into the user's native language based on the user's native language information in order to provide it to the user's terminal.
The faulty parts replacement support system according to claim 3. Further, it has a guide unit for registering a voice conversation between the user's terminal and the supporter's terminal in the storage means so that it can be referred to later.
The faulty parts replacement support system according to claim 4. The user's terminal includes a line-of-sight camera for acquiring an image of the user's line of sight, and a peripheral camera / collection for transmitting the positional relationship between the maintenance target device and the surroundings and peripheral audio information to the supporter's terminal. A sound device, a microphone for the user to talk with the supporter, headphones for listening to the supporter's voice, a semi-transmissive display for displaying the procedure manual, and a user terminal and the supporter. It has a communication means for transmitting and receiving in both directions to and from a terminal.
The faulty parts replacement support system according to claim 5. Maintenance part information in which the failed part and the replacement part for replacing the failed part are associated with each other, and the appliance used for the work of replacing the failed part with the replacement part and the replacement part are associated with each other. It is a fault component replacement support method executed by an information processing device provided with a storage means for storing replacement device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
Receive failure information from the maintenance target device installed in a remote location and
The fault information is analyzed to determine the faulty part of the equipment to be maintained.
The replacement part to be replaced with the determined faulty part is determined based on the maintenance part information, and the replacement part is determined.
The device to be used for the work of replacing the determined replacement part is determined based on the replacement device information.
The address of the user of the maintenance target device is determined based on the address information, and the distribution center is instructed to deliver the determined replacement parts and the appliances to the determined address of the user.
Failure parts replacement support method. Maintenance part information in which the failed part and the replacement part for replacing the failed part are associated with each other, and the appliance used for the work of replacing the failed part with the replacement part and the replacement part are associated with each other. A computer provided with a storage means for storing exchange device information and address information in which the maintenance target device and the user's address of the maintenance target device are associated with each other.
Failure information receiving means for receiving failure information from maintenance target devices installed in remote locations,
A faulty part determination means that analyzes the fault information and determines a faulty part of the maintenance target device, and
A replacement part selection means for determining the replacement part for replacement with the determined failed part based on the maintenance part information, and
An instrument selection means for determining the instrument to be used for the work of replacing the determined replacement part based on the replacement instrument information.
A delivery means that determines the address of the user of the maintenance target device based on the address information and instructs the distribution center to deliver the determined replacement parts and the appliances to the determined address of the user.
A program to make it work.

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