JP7328076B2 - Market response item management control device, market response item management control program - Google Patents

Description

The present invention utilizes customer management that associates customer identification information with equipment information owned by the customer to provide a market management system for managing the progress of operations related to market response matters (for example, responses based on the occurrence of recalls). The present invention relates to a response item management control device and a market response item management control program.

Market response projects (recall response and maintenance response) for related equipment (hereinafter simply referred to as equipment) mainly used for equipment that consumes gas may occur irregularly.

For example, when dealing with a recall, when the person in charge of managing the recalled device (e.g., the manufacturer) notifies us of the recall, we search for the recalled devices on the market and check the recall progress of each target device. need to be recognized.

Patent Document 1 discloses that, as a general measure for inspection of gas equipment, when receiving work for inspection, replacement, or repair of equipment related to residential gas equipment, the progress of each work is displayed by computer data processing. stated to be managed.

Specifically, by sending order processing data and receiving order confirmation data between the work registration means for newly registering the received work in the work item table for each dwelling unit and the terminal of the designated construction contractor that subcontracts the work, the work item table Work request means for registering the work progress status as a work in progress item, and additional registration means for registering additional work in the work item table based on the inspection result data received from the terminal of the designated construction contractor who requested the inspection, The additional registration means updates the work item table with the progress status of the additional work as a request pending item or a work in progress status if there is no change in the designated contractor requesting the additional work, and if there is a change, updates the progress status. Newly register it in the work item table as a pending item.

Further, Patent Literature 2 describes a gas meter capable of identifying recalled appliances as a technique related to the recall of gas appliances.

Specifically, the gas meter sequentially stores instrument data consisting of at least one of flow rate oscillation waveform or pressure oscillation waveform after flow rate fluctuation or pressure fluctuation, and processed data obtained by processing the flow rate oscillation waveform or pressure oscillation waveform. a storage unit and a determination unit that, when appliance data of a recall object appliance to be recalled is input, compares the appliance data with the appliance data stored by the storage unit, and judges whether or not the recall object appliance is installed. and have.

JP-A-2004-295286 JP 2011-164037 A

Here, in a customer-facing terminal device used by a so-called affiliated shop that carries out work such as repair, identification information for identifying a customer and equipment information owned by the customer are linked and managed. A database is established.

However, the list of items that exist in the database of the administrator who executes the market response items regarding the market response items that occur irregularly is not linked to the customer specific information database, so the progress information of the market response item equipment is not displayed. Although it is possible to keep track of the list, it is difficult to timely grasp information on the presence or absence of device information corresponding to market response projects and response progress information on market response project equipment when there is an opportunity to perform business. Ta.

The present invention provides a market response item management control device and a market response item management control that can quickly and without delay grasp information on the presence or absence of device information corresponding to a market response item and response progress information on a market response item device. It's about getting the program.

A market response item management control device according to the present invention comprises: a customer unique information database in which identification information for identifying a customer and equipment information owned by the customer are associated and stored; and a market response item and a market response item target. a market response item management database stored in association with the equipment of the recall and special patrol work sent from at least one of the manufacturer and the manager of the equipment a registration unit for registering the market response item in the market response item management database when irregular market response item operations including an identification unit that identifies the customer who owns the equipment for the market response project by collating the equipment information stored in an information database with the equipment information for the market response project; and the identified customer. A writing unit that writes market response project progress information in the market response project inquiry item provided as one of the items of customer information in the above, and a request for ordinary work requested by the customer and for which the date and time of work execution are fixed. a creating unit that creates a business instruction by associating the customer information with the information of the ordinary business when receiving the business instruction, and when the business of the ordinary business is performed, the inquiry of the market response case of the customer information is provided. It is characterized in that, based on the market response project progress information written in the item, it is possible to execute the business of the market response project.

According to the present invention, the market response item management database is linked with the customer specific information database. The customer-specific information database stores customer information in which identification information that identifies the customer and equipment information owned by the customer are linked. It is used as a database for dispatching to customers.

When a market response item is generated, the registration unit registers the market response item in the market response item management database. When a market response item occurs, the identification unit identifies the customer who owns the device for the market response item by matching the device information stored in the customer-specific information database with the device information for the market response item. Identify.

The writing unit writes the market response item progress information to the market response item inquiry item provided as one of the items of the customer information of the identified customer. The market response project progress information includes whether or not there is a market response project, and whether the market response project has been completed or not completed (completed/uncompleted). "Write" includes new input, deletion, and editing of registered content.

As a result, it is possible to collectively manage the progress information of market response projects, and it is possible to improve the accuracy of the progress information according to the execution of business.

In the present invention, the market response project progress information is characterized in that it is possible to execute the market response project by associating it with a work performance instruction sheet for implementing the market response project.

The market response project progress information instructs the market response project work if it has not been completed. The main purpose is to ensure thorough awareness of

On the other hand, for the business of the market response project itself, it is necessary to prepare a separate business execution instruction. Therefore, by linking the business performance instruction with the progress information of the market response project, it is possible to ensure reliable operation of the business of the market response project.

In the present invention, the market response project progress information is characterized in that public information transmitted by the side responsible for managing the equipment subject to the market response project is added.

The market response project progress information instructs the execution of the market response project if it has not been completed. The main purpose is to ensure thorough understanding of the execution of project duties.

On the other hand, it is necessary to present evidence that it is necessary to implement a market response project for the customer. Therefore, by adding public information (for example, press release information) sent by the person in charge of managing the market response project equipment as evidence in association with the market response project progress information, it is possible to present appropriate evidence to the customer. can be achieved.

A market response item management control program according to the present invention is characterized by causing a computer to operate as the registration unit, the identification unit, and the writing unit of the market response item management control device.

As described above, according to the present invention, the presence/absence information of the device information corresponding to the market response item and the response progress information of the market response item device can be quickly grasped without delay.

1 is a schematic diagram of a market response item management control system according to the present embodiment; FIG. (A) is the customer information screen, (B) is an enlarged view of the presence/absence of R, etc. column, and (C) is the pull-down menu screen of the presence/absence of R, etc. column. be. 4 is a flow chart showing a market response item registration control routine in the market response item management control system according to the present embodiment. FIG. 10 is a flow chart showing a today's work pre-confirmation control routine in the market response item management control system according to the present embodiment; FIG. It is a communication protocol when an unregistered device is discovered, which is executed among the communication mobile terminal, the customer management server, and the business support management server in the market response item management control system according to the present embodiment.

FIG. 1 is a schematic diagram of a market response item management control system 10 according to the present embodiment.

The market response issue management control system 10 includes, for example, a market response issue management control device 12 provided on the side of the gas manager and a customer service terminal device 16 installed in the affiliated store 14 .

The market response item management control device 12 includes a customer management server 18, a business support management server 19, and a microcomputer (not shown). The microcomputer has functions as a registration unit, a specification unit, and a writing unit of the present invention, and controls the customer management server 18 and the business support management server 19 as a whole.

The customer management server 18 manages a customer unique information database 18DB (hereinafter sometimes referred to as "DB1"). The business support management server 19 also manages a market response item management database 19DB (hereinafter sometimes referred to as "DB2").

The customer-specific information database 18DB stores a correlation table between customer-specific information and devices owned by the customer.

The market response item management database 19DB stores a correlation table in which a device is associated with information as to whether or not the device is a market response item.

The market response item management control device 12 and the customer response terminal device 16 are connected via a network 20 so that mutual information communication is possible.

In addition, the partner store 14 is equipped with a communication portable terminal 22 that has the same function as the customer terminal device 16 and that can be carried by the person in charge of business execution to the site of business execution.

The mobile communication terminal 22 communicates with the customer-facing terminal device 16 of the affiliated store 14 via a wireless communication base 20A whose communication area is the business execution site, and directly communicates with the gas manager side (for example, market response project management control). The device 12) is also accessible.

Here, for example, when the customer 24 requests the affiliated store 14 to repair the gas appliance or the like from the customer terminal 26, the affiliated store 14 accepts the repair request.

In FIG. 1, a smart phone is illustrated as the customer terminal 26, but other communication devices such as a mobile phone and a landline phone may be used.

In addition, the customer 24 may directly contact the customer service center (not shown in FIG. 1) on the side of the gas manager without asking the affiliated shop 14 for repair, or the customer 24 may contact the customer center (not shown in FIG. 1), or the PC (personal computer, (not shown) may be used to request repair through network communication.

A repair request is received from the customer 24 to the affiliated store 14 , and when the request is accepted, the affiliated store 14 accesses the customer management server 18 of the market response item management control device 12 from the customer response terminal device 16 via the network 20 .

The customer management server 18 reads the equipment information owned by the customer 24 from the customer unique information database 18DB based on the customer identification information that identifies the customer 24 received from the customer terminal device 16, Reply to It should be noted that the mobile communication terminal 22 may be used to access the market response item management control device 12 .

In dealing with the customer 24, the affiliated store 14 determines the date and time of performing the received repair work, and registers it as work execution instruction information for normal work. It should be noted that the work execution instruction information for normal work is used as a work execution instruction sheet for normal work. That is, the work instruction information in the present invention is information that is aggregated when a work (for example, a repair request) is received from the customer 24, and the customer information includes the address, name, telephone number, e-mail address, and location on the map. This is information managed as one file by acquiring information such as route information to the site, and acquiring business information such as the name of the product to be repaired, the model number, the date of manufacture, etc. in the case of repair business. The information managed as one file serves as a work execution instruction sheet.

The business execution instruction is assigned to a person in charge of business execution managed by the affiliated store 14, and the schedule is managed.

In the above, the schedule management of the repair work based on the repair request from the customer 24 has been explained. This includes safety inspection work. In the following, when normal work is defined, any one work or a plurality of work shall be targeted.

Unlike urgent repair work, most of these normal tasks are tasks with fixed schedules, and are performed by the person in charge of task execution under schedule management. There are exceptions for some uncorking work and maintenance work, although this falls within the scope of normal work.

(Registration of Market Response Proposal)

As shown in FIG. 1, the network 20 is connected to a manufacturer site 28 that is the manufacturer and the manager of the equipment. The maker site 28 issues a recall of the equipment manufactured by the company to the business support management server 19 of the market response item management control device 12 to which access permission has been received. A recall is one of market response items, and recall transmission from the manufacturer site 28 is an example of irregular occurrence of market response items. For example, the recall is handled on behalf of the person in charge of carrying out the normal work. In addition to recalls, items to be dealt with in the market include "special patrol work," etc., which are basically tied to the type of equipment (manufacturing date, etc. specified). In addition to the above, there may be a configuration in which the gas administrator registers market response items obtained from equipment manufacturers. However, it is not limited to these configurations.

Therefore, in the business support management server 19 of the market response item management control device 12 of the present embodiment, when a market response item (recall) is sent from the manufacturer site 28, the device and the corresponding device are stored in the market response item management database 19DB. is registered in a correlation table associated with information as to whether or not is a market response item.

At this time, a correlation table between the customer's unique information and the equipment owned by the customer is read from the customer's unique information database 18DB of the customer management server 18, and the presence or absence of the equipment targeted for the market response project is checked for each customer. .

FIG. 2A shows a “customer information” screen 30 displayed on the touch panel 16TP installed on the customer terminal device 16 or the touch panel 22TP installed on the communication portable terminal 22. FIG.

For a customer who owns a device subject to a market response project, by adding "R unfinished" to the "R or other" column screen 32 of the "customer information" screen 30, the market response project and the customer can be identified. It is designed to link the The "R, etc. Presence/Absence" column screen 32 is an example of market response item inquiry items of the present invention.

FIG. 2(B) is an enlarged view of the "presence/absence of R, etc." column screen 32. As shown in FIG. 2(B), the "presence/absence of R, etc." The specified address information is described.

When the address information in the "presence/absence of R, etc." column screen 32 is selected (clicked, etc.), a detailed information screen 34 of "R unfinished" is displayed as a pull-down menu, as shown in FIG. 2(C). It's becoming

As shown in FIG. 2C, on the detailed information screen 34, it can be seen that two types of market response items (recall and special inspection) are registered for the customer.

As a pull-down menu, a recall guide document from the manufacturer site 28 may be attached. As an example, by further performing a selection operation (clicking operation, etc.) in the pull-down menu, an outline (announced content) of the market response project name is displayed.

(preliminary response to business execution)

Before going to the business site, the person in charge of business execution confirms whether or not there is a market response item linked to the customer (resident, janitor, etc.) who manages the business site.

That is, by accessing the customer-specific information database 18DB of the customer management server 18 and the market response project management database 19DB of the business support management server 19, for example, a "customer information" screen 30 displayed on the touch panel 22TP of the communication mobile terminal 22 is displayed. (See FIG. 2(A)), it is confirmed whether or not "R has not been completed" is displayed in the "Presence/absence of R, etc." column screen 32.

If there is a display of "R unfinished" on the "Presence or absence of R, etc." column screen 32, it is further confirmed whether or not there is a work execution instruction for the corresponding market response project.

Since the person in charge of business execution goes to the site of business execution to carry out normal business, basically there are cases where the jigs and tools necessary for dealing with market response projects are not ready. However, if it is known that there is a recall market response case at the business site to be visited from now on, during the execution of normal business on the day (including before and after the business execution) at the business site, Determining the business schedule for the market response project allows the market response project to progress.

(Response to projects dealing with unregistered markets “Part 1”)

On the other hand, before going to the work execution site, the person in charge of the work execution selects, for example, the "customer information" screen 30 (see FIG. 2(A)) displayed on the touch panel 22TP of the communication mobile terminal 22, "R, etc. ] column screen 32, if it is not entered (blank), it is basically determined that there is no equipment for the market response project at the job execution site to which the user is heading.

However, when arriving at the job site, there may be devices (unregistered devices) that are not registered in the customer specific information database 18DB of the customer management server 18 at the job site.

The unregistered device is naturally not associated with the market response item registered in the market response item management database 19DB of the business support management server 19, so it is determined whether or not the unregistered device is a market response item. I don't get it. For example, this may occur when the customer purchases the gas directly without going through a gas company.

Therefore, in the present embodiment, the identification information of the unregistered device is specified at the work execution site, and the registration process is executed.

Specifically, after sending identification information for specifying a device to the customer management server 18 to associate the device with the customer, it is sent to the business support management server 19 to check whether the device is a market response item. , the result is sent back to the sender (communication portable terminal 22).

If the device is the subject of a market response project, for example, the reply will indicate the presence or absence of "R, etc." in the "customer information" screen 30 (see FIG. 2A) displayed on the touch panel 22TP of the communication mobile terminal 22. "R uncompleted" is displayed on the column screen 32 (alert display).

(Response to projects dealing with unregistered markets “Part 2”)

By the way, when an alert is displayed, the business of the market response item is carried out based on the alert display of the market response item management control device 12 .

For reference, at present, even if an unregistered target device for a market response project is found, it cannot be determined from the target device whether it is the target device or not, and it is simply registered in the customer management server 18. . For this reason, if the registered device is the target device of the market response item, the response may be delayed if the item is overlooked.

Therefore, in the present embodiment, after device registration is possible, for example, "R etc." If "R unfinished" is displayed on the column screen 32 and the alert is confirmed, when creating a report of normal work at the work execution site, as an additional work, attach the work execution instructions for the market response project. , notify the report.

As a result, the business execution instruction for the market response project is registered in the customer unique information database 18DB of the customer management server 18. FIG. This registration facilitates business performance.

The operation of this embodiment will be described below according to the flow charts of FIGS. 3 and 4 and the communication protocol of FIG.

(Registration of Market Response Proposal)

FIG. 3 is a flow chart showing a market response item registration control routine in the market response item management control system 10 according to the present embodiment.

When there is information about a market response project from the manufacturer, in step 52 information about the market response project is stored in the market response project management database 19 DB of the business support management server 19 , and the process proceeds to step 54 .

At step 54 , the customer-specific information database 18 DB of the customer management server 18 is accessed to check whether or not each customer owns the equipment targeted for the market response project. Note that steps 52 and 54 can be processed in parallel if, for example, the CPU has a dual core.

In step 58, as a result of the collation in step 54, for the corresponding customer, "R not yet completed" is added to the "presence of R etc." column screen 32 of the "customer information" screen 30 shown in FIG. 2(A). After that, the display (“R unfinished”) on the “R, etc.” column screen 32 serves as an alert, so that the person in charge of executing the task can be alerted.

In the next step 60, a detailed information screen 34 shown in FIG. The detailed information screen 34 displays a list of marketable product devices, and this routine ends. As the detailed information screen 34, in addition to the list of devices for the market response, a mechanism is provided to display an outline (announced content) of the market response project by performing a selection operation (click operation, etc.) in the pull-down menu. I need it. The display of the outline of the market response (publication) can be used as a material for explaining to the customer.

(preliminary response to business execution)

FIG. 4 is a flow chart showing a today's work pre-confirmation control routine in the market response item management control system 10 according to the present embodiment.

In step 70, the customer-specific information database 18DB of the customer management server 18 is accessed to obtain a list of customers for work on the day, and the "customer information" screen 30 (see FIG. 2A) is displayed on the touch panel 16TP or 22TP. display.

In the next step 72, it is determined whether or not there is a device to be marketed. That is, it is determined whether or not "R has not been completed" is displayed in the "presence/absence of R, etc." column screen 32 (see FIG. 2B) forming a part of the "customer information" screen 30 or not.

If a negative determination is made in step 72, it is determined that the customer does not own the equipment for the market response item, and the process proceeds to step 74 to perform normal processing (preparation for execution of work on the day, etc.). This routine ends.

If the determination in step 72 is affirmative, that is, if it is determined that the customer owns the equipment subject to the market response project, the process proceeds to step 76 to determine whether or not there is a plurality of equipment subject to the market response project. do.

If an affirmative determination is made in step 76, the process proceeds to step 78, where the "customer information" screen 30 (see FIG. 2(A)) of the customer for the day's work is changed to the detailed information screen 34 (see FIG. 2(C)). Confirm and move to step 80 . Also, if a negative determination is made in step 76 , the process proceeds to step 80 .

In step 80, it is determined whether or not there is a business performance instruction for the market response project.If a negative determination (does not exist), the process proceeds to step 82 to create a business performance instruction for the market response project, Go to step 84. Also, if the determination at step 80 is affirmative (there is a work performance instruction sheet), the process proceeds to step 84 .

At step 84 , when the day's work is performed, the process of adjusting the work execution schedule for the customer and the market response item is executed, and the process proceeds to step 86 .

At step 86, the market response item management database 19DB of the business support management server 19 is updated, and this routine ends.

(Response to projects dealing with unregistered markets "Part 1" and "Part 2")

FIG. 5 shows a communication protocol when an unregistered device is discovered, which is executed among the communication mobile terminal, the customer management server, and the business support management server in the market response item management control system according to the present embodiment.

When a person in charge of performing a task finds an unregistered device at a job site, he/she executes the registration operation of the unregistered device (step 100). Specifically, it notifies the customer management server 18 of the market response item management control device 12 of the serial number, model, date of manufacture, etc. attached to the unregistered device.

The customer management server 18 accesses the customer unique information database 18DB and executes registration of the unregistered device (step 102).

When the registration is completed, the customer management server 18 notifies the business support management server 19 of information (registration information) regarding the registered device (step 104).

The business support management server 19 first identifies the notified device (step 106), accesses the market response item management database 19DB, and executes matching with the market response item device (step 108).

The business support management server 19 confirms the judgment result of collation (step 110), and branches to whether it is not a market response item device (step 112) or a market response item device (step 114).

If it is judged to be a market response item device among the judgment results of collation (step 114), the market response item management database 19DB is accessed, and the progress information of the market response item is set to "not dealt with" (step 114). 116), and then notifies the communication portable terminal 22 via the customer management server 18 that the unregistered device is a market response project target device and has not yet responded (step 118). When this notification passes through the customer management server 18, "R unfinished" is added to the "R, etc. presence/absence" column screen 32 of the "customer information" screen 30 of the customer specific information database 18DB of the customer management server 18 concerned.

On the communication mobile terminal 22, at the job site, for example, after the normal job is finished, the person in charge of job execution confirms the alert (column with or without R: uncompleted display) (step 120).

As a result, the unregistered device is registered as the market response item target device.

On the other hand, when the normal work is completed, the person in charge of business execution prepares a report of the normal work. The customer specific information database 18DB of the customer management server 18 is accessed, and a report of normal work is notified (step 128).

The business execution instruction for the market response item attached to the report processing is linked with the business support management server 19 (step 130).

In this way, when an unregistered device found at a business site is a device with "R unfinished", the business site creates a business execution instruction sheet for a market response item.

That is, at present, even if a target device of an unregistered market response item is found, it cannot be determined from the device whether it is the target device or not, and it is simply registered in the customer management server 18 . For this reason, if the registered device is the target device of the market response item, the response may be delayed if the item is overlooked. However, in the present embodiment, since a report is created and notified by attaching the business execution instructions for the market response project, the As in the case of reporting, it is possible to quickly reflect the progress information of market response project work.

REFERENCE SIGNS LIST 10 market response project management control system 12 market response project management control device 14 partner store 16 customer response terminal device 18 customer management server 19 business support management server 18 DB customer specific information database 19 DB market response project management database 20 network 22 communication portable terminal 24 customer 26 Customer terminal 28 Manufacturer site 30 "Customer information" screen 32 "R, etc." column screen 34 Detailed information screen

Claims (3)

A customer-specific information database in which identification information for identifying a customer and equipment information owned by the customer are stored in association with each other, and a market in which market response projects and equipment targeted for market response projects are stored in association with each other. A market response case management control device comprising a response case management database,
Registering the market response item in the market response item management database when an irregular market response item operation including a recall and special patrol work originating from at least one of the manufacturer and the manager of the device occurs. a registry;
With respect to the market response item registered by the registration unit, the device information stored in the customer-specific information database is collated with the device information of the market response item target, thereby identifying the market response item target device. an identification unit that identifies the owned customer;
a writing unit that writes market response item progress information to a market response item inquiry item provided as one of items of customer information of the identified customer ;
a creation unit that, when receiving a request from the customer for a regular task for which the date and time for performing the task is fixed, creates a work instruction by associating the customer information with the information on the regular task;
During the execution of the normal business, based on the market response item progress information written in the market response item inquiry item of the customer information, it is possible to perform the business of the market response item.
A market response item management control device characterized by: 2. The market response item management control device according to claim 1, wherein the market response item progress information is added with public information transmitted by a side responsible for managing the equipment subject to the market response item. the computer,
Operate as the registration unit, the identification unit, and the writing unit of the market response item management control device according to claim 1 or claim 2,
Market response project management control program.