JP7544530B2 - Service center management device - Google Patents

Description

The present invention relates to a service center management device that is communicatively connected to a factory monitoring system that is connected to a machine and stores data acquired from the machine, and to a PC or a smartphone, via a security network .

As typical configuration examples of conventional diagnostic service systems using a network, there are three systems shown in Figures 1A, 1B, and 1C. In the system shown in Figure 1A, the operating status of the machines 11, 12, and 13 is sent directly from the machines 11, 12, and 13 to the diagnostic center 20 via the network, and a fault diagnosis is performed taking into account the status of the machines 11, 12, and 13. Patent documents describing this system include, for example, Patent Documents 1, 2, and 3. In the system shown in Figure 1B, the management device 30 monitors the operating status of the machines 11, 12, and 13, and when an alarm occurs, the diagnostic center 20 performs a diagnosis taking into account the log data accumulated in the management device 30. Patent Document 4 describes this system. The system shown in Figure 1C has a management device 31 equipped with an inquiry system and a diagnostic center 21 equipped with an inquiry system, and an inquiry system is built into the management device 31. When an alarm occurs, the diagnostic center 21 performs a diagnosis by combining the status information using the inquiry system and the log data accumulated in the management system 31. Patent documents describing this system include, for example, Patent Documents 5 and 6.

Japanese Patent Application Publication No. 10-228311 Japanese Patent Application Publication No. 5-284573 Japanese Patent Application Publication No. 11-119815 Japanese Patent Application Publication No. 10-222220 Japanese Patent Application Publication No. 5-11834 JP 2001-236115 A

Conventional systems are characterized by the fact that when analyzing the fault content when an alarm occurs, actual machine operation data and historical data are used to quickly grasp the nature of the failure.
However, in an actual service center, when multiple failures occur simultaneously, whether or not they can be dealt with promptly largely depends on the actual operating system.
Specifically, it is important to have a method to quickly identify the nature of the fault, and if a part needs replacing, to deliver it to the customer in the shortest time possible, and a system to quickly dispatch a field service technician to repair the breakdown. It is also important to have a system that comprehensively provides the items necessary for machine maintenance.

In addition, since these systems are usually operated as security systems for paid members, it is important for members to have benefits other than fault diagnosis in order to improve their satisfaction. Therefore, it is important to consider how the fault data and diagnostic data accumulated in the network can be used to benefit members as a benefit to users other than fault diagnosis.
As a prerequisite for such a system, a factory monitoring system is required that can collect data on machines from multiple manufacturers and store the data so that it can be used effectively.
Hereinafter, unless otherwise specified, a member user will be referred to as a user.

The present invention aims to provide a service center management device that is communicatively connected to a factory monitoring system that is connected to a machine and stores data acquired from the machine, and to a PC or a smartphone, via a security network.

A service center management device according to the present invention is a service center management device that is communicatively connected to at least one factory monitoring system that is connected to at least one machine and stores data acquired from the machine, and to a PC or a smartphone, via a security network,
Equipped with an interface section,
Through the interface unit, at least one of a service center, a customer service server, a manual server, a social network system (SNS), sales data, factory data, and a knowledge system can be accessed to obtain necessary data.
This is a service center management device .

According to the present invention , it is possible to obtain a service center management device that can access at least one of a service center, a customer service server, a manual server, a social network system (SNS), sales data, factory data, or a knowledge system via an interface unit to obtain necessary data .

1 is a block diagram showing an example of a diagnostic service system including a machine and a diagnostic center. 1 is a block diagram showing an example of a diagnostic service system including a machine, a management device, and a diagnostic center. 1 is a block diagram showing an example of a diagnostic service system including a machine, a management device, a diagnostic center, and an inquiry system. 1 is a block diagram showing a configuration of an embodiment of a diagnostic service system according to the present invention; FIG. 4 is a block diagram showing the configuration of a service center management device 401. FIG. 7 is a block diagram showing the configuration of a service terminal 700. FIG. 1 is a block diagram showing a configuration of a machine and factory monitoring system. FIG. 1 is a block diagram showing a configuration of a machine and factory monitoring system. 4 is a flowchart showing the operation of the factory monitoring system. FIG. 1 is an explanatory diagram showing an outline of a machine tool equipped with a mechanism for converting rotational motion into linear motion. FIG. 13 is a characteristic diagram showing the relationship between frequency of use and stroke. FIG. 4 is a characteristic diagram showing the relationship between a drive current and a stroke. 4 is a flowchart showing a control for determining a distribution of a disturbance load torque of the machine 200. FIG. 13 illustrates a divided stroke. FIG. 13 is a diagram showing a diagnostic service system menu screen. FIG. 13 illustrates an authentication screen. FIG. 13 is a diagram showing a selection screen of a diagnostic service system menu. FIG. 2 is a diagram showing a screen of a manual search system and an example of input. 1A and 1B are diagrams showing a screen of the fault diagnosis system, an input example, and a diagnosis system information confirmation screen. FIG. 13 is a diagram showing details of a diagnostic system information confirmation screen. 13 is a screen for inputting evaluation information in response to a response from a diagnostic system. FIG. 13 is a diagram showing a flow of the diagnostic service system when the knowledge diagnostic system is selected. FIG. 11 is a diagram showing a flow of the diagnostic service system when the fault diagnosis system is selected. FIG. 13 is a diagram showing a diagnosis request screen displayed to a respondent. FIG. 13 is a diagram showing a diagnosis request menu screen. FIG. 13 is a diagram showing a history search screen. FIG. 13 is a diagram showing a keyword search screen. FIG. 13 is a diagram showing a knowledge search screen. FIG. 13 is a diagram showing a sensor information screen. FIG. 13 is a diagram showing a part information screen. FIG. 13 illustrates a field service technician information screen. FIG. 1 illustrates an example of a machine tool.

First, prior to describing the embodiments of the present invention, the background to the present invention will be described by taking as an example a fault in a machine tool installed in a factory.
There are roughly three types of causes for machine tool alarms that users inquire about.
(1) When there is a breakdown in a specific part of the machine tool, for example, in a machine tool equipped with a mechanism for converting rotational motion into linear motion using a ball screw or the like, the ball screw may be worn out.
(2) When machining is performed under conditions that are more severe than those assumed for the machine tool (when the machine appears to have a fault, but is not due to a breakdown in a specific part of the machine), for example, when machining is performed beyond the rated torque of the motor.
(3) When a processing tool (e.g., a blade) is worn out (when the failure appears to be due to a malfunction of a specific part of the machine, etc.),

The response will differ depending on the cause of the alarm.
In the case of (1) above, it is necessary to identify the faulty part (select the most suitable part) and to identify whether the cause of the alarm is a fault in the control system or a fault in the manufacturer system (so-called category), etc.
By identifying these, the best part and best field service person can be selected and dispatched.

In the case of (2) above, the user can specify and review the machining conditions to resolve the alarm, eliminating the need to order machine tool parts or dispatch a field service technician.
In the case of (3) above, the user can find the defect in the machining tool and replace the tool to resolve the alarm, eliminating the need to order machine tool parts or dispatch a field service technician.

In the above cases (2) and (3), it is preferable to provide an environment in which the user can quickly resolve the error without the need to dispatch a skilled engineer.
Furthermore, in the case of (1) above, that is, when a failure occurs in a specific part of the machine tool, it becomes possible to quickly arrange for the most suitable part and dispatch the most suitable field service person.
In this way, when an alarm occurs in a machine tool installed in a user's factory, it is important to provide an integrated system (hereinafter also referred to as a "diagnostic service system") that can quickly identify the cause of the alarm and take appropriate action based on the cause of the alarm.
To achieve this, it is important to have a factory monitoring system that can continuously collect data on machines from multiple manufacturers installed in a factory at specified intervals in a centralized manner, and store and manage the data so that it can be effectively used when needed.

By installing a factory monitoring system, in the case of a machine tool that has a mechanism for converting rotational motion into linear motion using a ball screw or the like, it becomes possible to deduce the cause of an alarm as follows.
In the case of (1) above, in the case of wear on the ball screw, the stroke status and load status of the ball screw can be ascertained from the characteristics diagram of Fig. 6B described later based on the information stored and managed in the factory monitoring system. By comparing this data with data obtained when the ball screw is operated at a full stroke during, for example, a shipping inspection at the factory, the wear status of a specific portion of the ball screw can be inferred.

In the case of (2) above, for example, in a factory monitoring system, when machining is performed beyond the rated torque of a motor, the system is configured to store the machine and machining program, the motor command speed during machining, the motor current, and information from various sensors at regular intervals for all machining operations.
By doing so, it is possible to grasp the situation where the motor current during machining exceeds the rated torque of the motor being used from the relationship between the command speed and motor current at the time of shipment from the factory and the relationship between the command speed and motor current during machining. The motor being used can be identified from the records at the time of shipment.

In the case of (3) above, for example, in a machine as shown in FIG. 24 described below, the factory monitoring system is configured to record vibrations during machining at regular intervals by equipping a vibration sensor at a location where the status of the machining tool can be detected, in addition to the machine and machining program being used, the motor command speed during machining, the motor current, and information from various sensors.
By doing so, it is possible to compare the vibration during machining with a threshold value. More specifically, for example, by comparing the waveform from a previous machining operation without any problems with the current waveform, it is possible to estimate the wear of the machining tool by making a more accurate comparison than with a threshold created using samples with a smaller N value.

The present invention has been made in response to such demands, and the present invention will be described in detail below based on embodiments.
Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings. In the embodiment described below, an example will be described in which a machine such as an injection molding machine, a cutting machine, an electric discharge machine, or a machine tool including a robot is used as a machine.
FIG. 2A is a block diagram showing the configuration of an embodiment of a diagnostic service system according to the present invention. FIG. 3 and FIG. 4 are block diagrams showing the configurations of a machine and a factory monitoring system. FIG. 5 is a flowchart showing the operation of the factory monitoring system. FIG. 6A is an explanatory diagram showing an outline of a machine tool equipped with a mechanism for converting rotary motion into linear motion. FIG. 6B is a characteristic diagram showing the distribution of disturbance load torque. FIG. 6C is an explanatory diagram explaining uneven wear detection of a ball screw. Note that n used in the following description indicates a positive integer of 1 or more unless specifically stated to be plural. The number of machines, the number of factory monitoring systems, the number of service centers, and the number of service terminals are all indicated by n, but unless specifically stated to be the same number in the following description, the number of machines, the number of factory monitoring systems, the number of service centers, and the number of service terminals can each be set arbitrarily.

<Overall configuration of diagnostic service system 1>
The overall configuration of the diagnostic service system 1 will be described with reference to Fig. 2A. As shown in Fig. 2A , the service center management device 401 is connected to one or more factory monitoring systems 100 via a shared security network 300, and is also connected to one or more service centers 600 via the network. Each of the one or more factory monitoring systems 100 is connected to one or more machines via the network. Fig. 2A shows that the factory monitoring system 100 is made up of multiple factory monitoring systems 100-1, 100-2, ..., 100-n, and the factory monitoring system 100-1 is connected to various kinds of machines 200-1, 200-2, ..., 200-n.

One or more service terminals 700 are connected to each of the one or more service centers 600 via a network through a service control. Fig. 2A shows that the service center 600 is made up of multiple service centers 600-1, 600-2, ..., 600-n, and that multiple service terminals 700-1, 700-2, ..., 700-n are connected to each service center 600 via a network through a service control 601. The service control 601 may be realized as a function within the service center 600.

If a malfunction occurs in a machine installed in a factory, the user can fill out a questionnaire via the factory monitoring system 100 and request a malfunction diagnosis and a solution from the service center 600 via the service management device 401.
Also, by sending an inquiry email 104 or an inquiry IP telephone to the service management device 401 via a personal computer, smartphone, mobile phone, etc., it is possible to request the service center 600 to diagnose a fault and provide a solution therefor. More specifically, instead of the user filling out a questionnaire, the operator of the service center 600 fills out the questionnaire based on the report content acquired via the inquiry email 104 or the inquiry IP telephone, thereby making it possible to request the service center 600 to diagnose a fault and provide a solution therefor.

The service center management device 401 is connected to a customer service server 402 , a manual server 403 , a social network system (SNS) 404 , a sales data server 405 , a factory data server 406 , a field serviceman position information system 407 , and a knowledge system 408 .
The knowledge system 408 is connected to the fault know-how data 409. Each of the service centers 600 is connected to the parts dispatch center 500 and the personnel dispatch center 501. In FIG.

In this way, the service center management device 401 can manage parts status and personnel data, and quickly plan personnel dispatch for part replacement and repair and adjustment after fault diagnosis is completed.

Each service center 600 may be a service center located globally. For example, service center 600-1 may be located in Tokyo, service center 600-2 in New York, and service center 600-3 in Beijing. In this way, priority may be given to service centers located in areas corresponding to the locations of factories. A malfunction inquiry (medical questionnaire) distributed to the service center management device 401 may be distributed by the service control 601 to the service terminal of the respondent who has the fewest inquiry tasks on hand.
Also, the user may specify a respondent ID to select a respondent specified by the user.
2A shows that a service center 600-1 is connected to a service control 601, which is connected to a number of service terminals 700-1, 700-2, ..., 700-n. A fault inquiry delivered to the service center management device 401 is delivered to the service terminal of the respondent with the fewest inquiry tasks on hand (for example, the service terminal 700-1).

<Configuration and operation of machine and factory monitoring system>
Each user and service provider enter into a maintenance contract regarding the maintenance of each machine in the factory. These maintenance contracts include, for example, a breakdown repair contract (abnormality contract) under which repairs are made when a breakdown occurs, and a preventive maintenance contract (normal time contract) under which, in addition to breakdown repair, a breakdown diagnosis is periodically performed to predict the occurrence of an abnormality, and preventive maintenance is performed by replacing parts predicted to cause an abnormality, parts with a life expectancy, and parts that are consumable.
In this way, a maintenance contract between each user and a service provider can be made on a factory-by-factory basis, and a factory monitoring system for monitoring each machine in the factory is provided in each factory.
Since the factory may be located globally, the factory monitoring system is configured to acquire information from any machine and convert the acquired information into a common format (called a "global format") that is set in advance.

Furthermore, as a prerequisite for performing a fault diagnosis in the diagnostic service system 1, it is required that machine data be stored in the factory monitoring system.
Machine tools are often used for a long period (for example, about 35 years) in a user's factory. Since machine tools are assumed to be made by a specific manufacturer, it is important to be able to quickly obtain, from the machine number, the manual for the machine, the maintenance history, and operation information of the machine from the time it was shipped from the manufacturer's factory to the time it was operated in the user's factory.
Machine tools are used in two ways: continuous production (for example, producing the same product 24 hours a day) and intermittent production. In particular, when performing intermittent production, if an alarm occurs, it is desirable to know the exact history of the machine, such as when it was last operated.

Machine tools do not always apply the same parameters, but often modify previously applied parameters and then apply them again.
For this reason, it is necessary to collect and manage information (data) about each machine tool and to make this information available for immediate reference when an alarm occurs, etc. Here, the information about the machine tool includes the following information in addition to the machine information shown in Fig. 3, which will be described later.

(1) The operating status of the machine (e.g., the machining program, the motor command speed during machining, the motor current, and information from various sensors), (for example, in the case of an injection molding machine, the number of shots from the start of operation, the maximum current value of the motor driving the injection screw during injection, the maximum current value of the motor driving the mold clamping mechanism during mold clamping, the maximum current value of the motor driving the ejector shaft, the maximum current value during metering of the motor rotating the screw, the peak injection pressure, the current cycle time of one molding cycle, metering time, injection time, and further alarm codes, etc.
(2) Transition of an operating state (e.g., a change in the operating state over time),
(3) Fault history (e.g., data on previously occurring alarms, when they occurred, when repairs were completed, details of the repairs, etc.),
(4) Maintenance history (e.g., periodic inspection contents and timing, consumable parts and parts with a lifespan that were replaced, replacement timing, etc.),
(5) Production management information (total operating time, total number of strokes (number of slide processing times), etc.).

<Factory monitoring system 100>
The control device constituting the factory monitoring system of this embodiment will be described below. Unless otherwise specified, the control device constituting the factory monitoring system will be simply referred to as the "factory monitoring system".
Fig. 3 is a block diagram showing the configuration for implementing the operation of the factory monitoring system 100 by software, and Fig. 4 shows the functions in blocks. Each unit shown in Fig. 4 may be configured by software or hardware.
3, the factory monitoring system 101 includes a CPU 1001, a storage unit 1003 that stores software executed by the CPU 1001, and an internal converter 1004 that is connected to the machine 200. Note that instead of the internal converter 1004, the factory monitoring system 101 may be connected to the machine 200 via an external converter 800.

As shown in FIG. 4, the factory monitoring system 100 includes a memory unit 1002, an internal converter 1004, a data acquisition unit 1011, a stored data management unit 1012, a control unit 1013, a communication unit 1014 for communicating with the service center management device 401 via the security sharing network 300, and a format conversion unit 1015. The system may be connected to the machine 200 via an external converter 800 instead of the internal converter 1004. The control unit 1013 controls the internal converter 1004, the external converter 800, the data acquisition unit 1011, the stored data management unit 1012, the communication unit 1014, and the format conversion unit 1015.

The factory monitoring system 100 is connected to one or more factory terminals (not shown) for displaying information such as the screen information shown in Figures 7 to 13 described below, which is transmitted from the service center management device 401 via the security sharing network 300.
The factory terminal is equipped with a control unit (not shown) and a display (not shown) such as a liquid crystal display equipped with a touch panel. A key operation screen is displayed on the display so that characters can be input, but a separate input unit such as a keyboard may also be provided. The control unit displays information such as the screen information of Figs. 7 to 13 transmitted from the service center management device 401 on the display. Data inputted via the touch panel (or an input unit such as a keyboard) is transmitted to the service center management device 401. The factory monitoring system 100 also receives display screen information on which necessary data is displayed from the service center management device 401.
It should be noted that the service center management device 401 may be provided with a Web server, and the factory terminal may be provided with a Web browser, so that the screens shown in FIGS. 17 to 23 can be displayed and controlled.

In Fig. 3 and Fig. 4, one factory monitoring system 100-1 is shown, but each of the factory monitoring systems 100-2, ..., 100-n has a similar configuration. As shown in Fig. 2, each of the factory monitoring systems 100 is provided in each factory, connected to machines via a network, and monitors the machines in the factory. Although Fig. 3 and Fig. 4 only show machines 200-1 and 200-2, the factory monitoring system 100-1 monitors one or more machines 200. The multiple machines 200-1, 200-2, ..., 200-n are not limited to products of a specific manufacturer, but may include machines of any multiple manufacturers. Each of the multiple machines 200-1, 200-2, ..., 200-n is equipped with a sensor that detects position, acceleration, current value, temperature, humidity, etc. Fig. 3 shows a case where one or more sensors 2001-1, 2001-2, ..., 2000-n are installed on the machine 200-1. Information from sensors 2000-1, 2000-2, ..., 2000-n is read by the control device of machine 200-1 and transmitted to factory monitoring system 100-1. The information measured by the sensor, together with parameter data indicating the operating state of the machine, is acquired by factory monitoring system 100 at predetermined intervals (e.g., intervals of 100 milliseconds or less) via an interface (communication protocol (data configuration) described below) set for each machine 200.

An example of sensor data is shown in FIG. 6A. In a control system as shown in FIG. 6A, the sensor data may be a disturbance load torque calculated by the control device of the machine 200, etc. For example, if the machine has a mechanism as shown in FIG. 6A, in which the rotational motion of the motor 3002 is converted into linear motion by a ball screw 3004 to move the work table 3001 linearly, the movement distribution within the operating limits of this table 3001 can be represented by the position signal of the pulse coder 3003 attached to the motor 3002 and the distribution of the disturbance load torque calculated in the control device of the machine 200 (FIG. 6B).

This distribution is sent from each of the machines 200-1, 200-2, ..., 200-n in the factory to the factory monitoring system 100-1, and by compiling it in the factory monitoring system 100-1, it is possible to detect which position of the ball screw is used most often, or which position has the most load torque when moved at a constant speed (Figure 6C), and it is also possible to detect uneven wear of the ball screw (uneven wear detection of ball screw). Uneven wear of the ball screw is detected by the factory monitoring systems 100-2, ..., 100-n in the same way as the factory monitoring system 100-1.

Fig. 6D is a flowchart showing control for determining the distribution of disturbance load torque of machine 200. Fig. 6A shows a single-axis machine 200, but Fig. 6D shows a control flowchart for a multi-axis machine 200. Fig. 6E shows a divided stroke, and the divided stroke is usually the ball screw pitch distance (e.g., several millimeters or more).
6D, analysis of data from each machine is started at a predetermined cycle. In step S120, the number of axes n of the machine is set to 1, and the number of divisions m of the stroke of the ball screw is set to 1 (n=1, m=1).
Next, in step S121, it is determined whether the n-axis is moving. At the start, n=1. If the n-axis is moving (Yes in step S121), it is determined in step S122 whether the current position X(n) of the n-axis is greater than the divided stroke position L(m-1) and is equal to or less than the divided stroke position L(m). If the current position X(n) of the n-axis is greater than the divided stroke position L(m-1) and is equal to or less than the divided stroke position L(m), in step S123, 1 is added to the cumulative number S(n, m) of the m-th stroke division position of the n-axis sampled at a certain predetermined period, and in step S124, 1 is added to the division number m of the stroke of the ball screw. The cumulative number S(n, m) is reset to 0 at the time of shipment from the factory and when the ball screw is replaced. The cumulative number S(n, m) is counted only during movement and is not counted during stoppage.
Then, in step S125, it is determined whether the number of divisions m of the stroke of the ball screw plus 1 is equal to or greater than the maximum number of divisions Mmax of the stroke of the ball screw, and if the number of divisions m of the stroke of the ball screw plus 1 is equal to or greater than the maximum number of divisions Mmax of the stroke of the ball screw (Yes in step S12), the process proceeds to step S127. If the number of divisions m of the stroke of the ball screw plus 1 is not equal to or greater than the maximum number of divisions Mmax of the stroke of the ball screw, the process returns to step S122. Steps S122 to S125 are repeated until the number of divisions m of the stroke of the ball screw is equal to or greater than the maximum number of divisions Mmax of the stroke of the ball screw.
If it is determined in step S121 that the n-axis is not moving (No in step S121), in step S126, 1 is added to the number of axes n of the machine, and in step S127, it is determined whether the number of axes n of the machine is equal to or greater than the maximum number of axes Nmax of the machine. If the number of axes n of the machine is not equal to or greater than the maximum number of axes Nmax of the machine, the process returns to step S121. Steps S121, S126, and S127 are repeated until the number of axes n of the machine is equal to or greater than the maximum number of axes Nmax of the machine. If the number of axes n of the machine is equal to or greater than the maximum number of axes Nmax of the machine, the process ends. The position L(m) of the divided stroke (for example, L(0), ..., L(5) in FIG. 6E), the maximum value Nmax, and the maximum value Mmax are set in accordance with the machine's use at the time of shipment from the factory.

The machine information of each of the one or more machines 200-1, 200-2, ..., 200-n is registered in advance in the factory monitoring system 100-1 for each machine when the machines 200-1, 200-2, ..., 200-n are connected to the factory monitoring system 100-1. Specifically, the factory monitoring system 100-1 registers metadata related to each machine for each machine number that identifies the machine. For example, as shown in the machine information in FIG. 3, the metadata is the machine manufacturer name, machine model name, machine serial number, name of the control device used, control device manufacturer serial number, communication interface, communication protocol (data configuration), etc. The machine manufacturer name, model name, serial number, etc. are data for identifying the machine. The machine number may be a number that is unique within each factory. The machine manufacturer name, model name, and serial number may also be used as the machine number.
Here, the communication protocol (data structure) is a command system that enables the factory monitoring system 100 to acquire information measured by sensors installed on the machines, parameter data indicating the operating status of the machines, alarm data, and the like.

4, the control unit 1013 designates a machine number and acquires the operating status, etc. of the machine at predetermined intervals (e.g., intervals of 100 milliseconds or less) via the data acquisition unit 1011. The data acquisition unit 1011 acquires the operating status, etc. of the machine corresponding to the machine number based on the communication protocol (data configuration) of the machine.
The acquired information on the operating status of the machine, etc. is stored in the memory unit 1002 together with the acquisition time (time stamp).
As described above, each factory monitoring system 100 acquires data that is the basis of the diagnostic service system.

Each of the multiple machines 200-1, 200-2, ..., 200-n can be connected to machines with different hardware and protocols, such as Ethernet (registered trademark), Ether Cat (registered trademark), RS485, RS232C, etc. Electrical differences are handled by using the internal converter 1004 of the factory monitoring system 100-1 as shown in Figure 4, and all internal communication standards are unified to Ethernet. Note that instead of the internal converter 1004, an external converter 800 such as a commercially available converter may be connected to the machine to convert from RS485, RS232C, etc. to Ethernet. The same applies to the other factory monitoring systems 100-2, ..., 100-n.

The factory monitoring system has a function for standardizing data arrangement and units (global format) so that the operational data, machine history data, operation history data, etc. input from the various machines 200-1, 200-2, ..., 200-n can be judged as the same type of data when viewed from the higher-level service centers 600-1, 600-2, ..., 600-n, and stores the data in global format in the memory unit 1002. For this electrical and software conversion, when a machine is connected to the factory monitoring system, machine information such as the manufacturer name and model name in Figure 3 is registered in advance and used.

Specifically, as shown in FIG. 3, the storage unit 1002 in the factory monitoring system 100 pre-records software protocols P1, P2, ..., Pn, etc., for communication for each machine number. These protocols store metadata such as data arrays and units related to temperature, speed, operation data, etc. The control unit 1001, such as a CPU, uses software stored in the storage unit 1003 to refer to the protocols stored in the storage unit 1002, extract data from the machines 200-1, 200-2, ..., 200-n, and replace it with a data configuration (global format) used by the entire system. It also has a function of adding the time when the data was communicated and sending it to the storage unit 1002. The storage unit 1002 is installed on a circuit that can be read by other CPUs. The protocols P1, P2, ..., Pn and the machine information I1, I2, ..., In stored in the storage unit 1003 correspond to the machines 200-1, 200-2, ..., 200-n.

The operation of the factory monitoring system 100 will be explained using the block diagram of the machine and factory monitoring system 100 in FIG. 4 and the flowchart in FIG. 5.

As shown in FIG. 5, the data acquisition unit 1011 of the factory monitoring system 100 periodically sends instructions (commands) to each machine 200 in order to acquire data from each machine 200 in step S110. Each machine 200 sends data according to the instructions (commands). As already mentioned, it is possible to connect to machines with different communication protocols (physical layers), such as Ethernet (registered trademark), Ether Cat (registered trademark), RS485, and RS232C. Electrical differences are handled by using an internal converter 1004 of the factory monitoring system 100 as shown in FIG. 4, and all internal components are standardized to the Ethernet electrical standard. In addition, an external converter 800 such as a commercially available converter can be used to convert from RS485, RS232C, etc. to Ethernet.

In step S111, the electrical standard is converted using the internal converter 1004 or the external converter 800, and the data acquisition unit 1011 acquires data from each machine 200. Data acquisition is performed at a predetermined cycle (e.g., a cycle of 100 milliseconds or less).

If data processing as described using Figures 6B and 6C is required (YES in step S112), data processing is performed in step S113, and in step S114, the format conversion unit 1015 converts the data into a common format (global format).

If no data processing is required (NO in step S112), proceed to step S114. After that, the data converted into the common format is stored in the storage unit 1002 by the stored data management unit 1012 (step S115). When the data is stored, the time information (time stamp) at the time the data was acquired is also stored. The time information may be the time information at the time of storage.

<Configuration and Operation of Service Center Management Device 401>
The service center management device 401 is a management device when one or more service centers 600-1, 600-2, ..., 600-n are globally arranged. When only one service center is connected, this service center may also function as the service center management device and execute the same functions. Figure 2B is a block diagram showing the configuration of the service center management device 401.

The service management device 401 comprises a first communication unit 4001 which communicates with the factory monitoring system 100 via the security sharing network 300, a second communication unit 4002 which communicates with the service center 600 via the network, a memory unit 4003 which stores data for constituting a paid membership system, an interface unit 4004 connected to the customer service server 402, the manual server 403, the SNS 404, the sales data server 405, the factory data server 406 and the knowledge system 408, and a control unit 4005 which controls each unit.
Based on a request from the factory monitoring system 100 or the service terminal 700, the control unit 4005 accesses the customer service server 402, the manual server 403, the SNS 404, the sales data server 405, the factory data server 406, or the knowledge system 408 to obtain the necessary data and transmit it to the factory monitoring system 100 or the service center 600.

When the functions of the control unit 4005 of the service center management device 401 are configured by software, in a computer configured with a storage unit such as a hard disk or ROM that stores a program describing the operation of the control unit 4005 of the service center management device 401, a DRAM that stores data required for calculations, a CPU, and a bus connecting each unit, this can be realized by storing the information required for calculations in the DRAM and running the program with the CPU.

The service center management device 401 is connected to a sales data server 405 which stores sales data when an order for a machine 200 is received from a customer (factory) of this system, and a factory data server 406 which stores factory data such as inspection data when each machine 200 is manufactured, shipping date, and data on parts used.
The service center management device 401 is also connected to a field service technician location information system 407, making it possible to track the locations of field service technicians around the world using GPS data from mobile phones or the like carried by the field service technicians.

Furthermore, the service center management device 401 is connected to a knowledge system 408. The knowledge system 408 automatically analyzes the machine status based on free text entered by the user, accesses a database 409 that records failure know-how according to the content of the analysis, and transmits the automatically created analysis information corresponding to the machine status to the service center management device 401.

The service center management device 401 also monitors the communication load status of each service center and automatically distributes the information to the service center with the least load. Alternatively, a response request may be sent to all service centers 600-1, 600-2, ..., 600-n, and the service center with the earliest response may be determined to be the center with the least communication load, and the fault diagnosis inquired about by a specific customer may be performed at this service center.
Furthermore, when the user inquires of the service center management device 401 by the factory monitoring system, inquiry e-mail, or inquiry IP telephone, the user can specify an answerer and request a connection to a familiar answerer.
The diagnostic service system 1 described later can be a paid service for members. A membership system that provides the diagnostic service system 1 to members for a fee can be constructed by providing a storage unit 4003 in the service center management device 401 and recording the number of accesses or the access time of the user. For example, when a user inquires the service center management device 401 by the factory monitoring system 100, the inquiry mail 104, or the inquiry IP telephone 105, the number of inquiries or the connection time from the factory monitoring system 100 to the service center management device 401, the number of inquiries to the service center management device 401 by the inquiry mail 104, and the call time when inquiring to the service center management device 401 by the inquiry IP telephone 105 are associated with the user ID of the inquirer and stored in the storage unit 4003 of the service center management device 401. A pay-per-use system can be constructed by charging a fee according to the number of times or the time. The diagnostic service system 1 can also be provided for a fixed fee.

In addition, the service center management device 401 is connected to a social networking system (SNS) 404, a manual server 403 which is a system for managing manuals from different manufacturers, and a customer service server 402 which records information related to customer service.
The customer service server 402 stores information for which security management is important, such as member information such as member ID, machine information, maintenance history, warranty history, and the like.

<Diagnosis service system menu>
The service center management device 401 has a function of providing the user with a diagnostic service system menu shown in Fig. 7. To use the diagnostic service system shown in Fig. 7, a user first inputs a user ID and a password into an authentication screen shown in Fig. 8. Here, the user ID is linked to the factory to which the user belongs, and the service center management device 401 can identify the factory by the user ID.
When the user ID and password are entered, the company name (factory name) and its address are displayed. When the user enters OK, the diagnostic service system menu screen shown in Fig. 7 is displayed. When the number of the system to be used is entered on the screen displaying the diagnostic service system menu shown in Fig. 7, one of the screens (submenus) shown in Fig. 9 is displayed. When the user enters the necessary information and selects execute, the selected service is provided and program processing is executed to execute the functions provided by each service.

The diagnostic service system can be used by users and service center operators (answerers). When used by a user, for example, the user performs knowledge diagnosis using "3. Knowledge diagnostic system". Furthermore, based on the machine number, the user obtains the operating status of the machine just before the time when the fault was reported (time when the alarm occurred), the operating status of the machine (how it is being used), and the maintenance history of the machine through "4. Maintenance history search", "5. Regular maintenance history", etc., and performs fault diagnosis using the user's own knowledge.
Next, the main submenus provided by the diagnostic service system menu will be described.

<Manual search system>
When "1. Manual Search System" is selected, the machine number and the keyword to be searched are entered on the manual search system screen in Fig. 9, and based on the input information, machine information such as the manufacturer name and model name that are stored in advance as shown in Fig. 3, the manufacturer's manual for the specified machine recorded in the manual server 403 is searched for and a list is displayed, based on the machine information and the manufacturer's name and model name that match the keyword. The user can select the required item from the list display to achieve the purpose.

More specifically, when "20" is entered as the machine number and "override" is entered as the keyword to be searched on the manual search system screen displayed as shown in FIG. 10, the machine manufacturer and model name are identified based on the machine number "20", and a manual suitable for this model is selected from the manual server 403. Next, the selected manual is searched based on the keyword "override", and the hit pages are displayed from the top. When "next keyword" is selected, the next hit page is displayed. The pages can be scrolled using "↑" and "↓", and when the desired information is obtained from the desired manual, the end key is used to return to the diagnostic service system menu in FIG. 7.

<Fault diagnosis system>
"2. Fault diagnosis system" is selected when, for example, an alarm occurs in the machine 200 and the user desires a response from a respondent (an operator at a service center).
In "2. Fault diagnosis system", the user inputs the machine number and the situation in a prescribed questionnaire as shown in Fig. 9. For example, when "20" is input as the machine number and "fast tool wear, chipped cutting edge" is input as the situation input (fault report) in the fault diagnosis system screen (prescribed questionnaire screen) in Fig. 9 as shown in Fig. 11, the answerer who can answer the question most quickly is selected by the service control 601 via the service center management device 401 and the service center 600. Specifically, the answerer (candidate) who can answer the question most quickly is selected by referring to a table that manages the work status of the operators of the service center. The user can specify an answerer ID in the input screen. In that case, the answerer specified by the user is selected.
If the user specifies a respondent ID, the message is sent to the corresponding service terminal. If the specified respondent is not available, the user is notified of the reason and the message is sent to another respondent who can reply the soonest. If the specified respondent will take some time to reply, the user is notified of this fact.

When a user uses the fault diagnosis system of FIG. 9, the operation data of the target machine at that time, which is necessary for fault diagnosis, can be sent to the service center management device 401. Whether this transmission is to be automatic or manual can be selected at the time of signing the membership contract. If automatic transmission is not selected, the user can send it manually following the instructions of the respondent.

Other routes for users to report malfunctions include email or inquiry via IP phone. When an email is received, the person at the desk (operator) creates a questionnaire based on the contents of the received email, and when an IP phone call is received, the person at the desk (operator) creates a questionnaire while listening to the user's story over the IP phone.

The respondent can inquire based on the received machine number and ascertain the operating status of the machine corresponding to the machine number in the factory and the status at the time of sale. Also, the respondent starts analyzing the fault content from the received message. The respondent operates the service terminal 700 and performs fault diagnosis. The operation of the service terminal 700 for performing fault diagnosis will be described later.
If the respondent determines based on the fault diagnosis that it is necessary to replace a part and to dispatch a field engineer to replace the part, the respondent can inquire at the service center from the service terminal and notify the inquirer (user) of the part delivery date, arrangements for a field serviceman, arrival time, etc.

The asker (user) can check the answer from the answerer by selecting "9. Check diagnostic system information" in the diagnostic service system menu of FIG.
Specifically, the questioner (user) selects the execute key on the diagnostic system information confirmation screen 9 shown in FIG. 11, and confirms the answer from the answerer.
When the questioner (user) wants to confirm the answer message from the answerer, he/she selects the confirmation key. As shown in Fig. 12, the answer message from the answerer includes information such as diagnostic information, parts, and dispatch of a field serviceman. When the questioner (user) wants to accept the dispatch of a field serviceman, he/she selects the dispatch key, and a field serviceman is dispatched.
If the user selects the dispatch key and agrees with the service center's proposal, the part and field service personnel are dispatched immediately.
When the field service technician arrives at the site, he or she starts work. The actual exchange between the operator and the user is registered in chronological order in the customer service server 402. The field service technician can also diagnose the status of other machines belonging to the user he or she visited. Records of such diagnosis are also recorded in the customer service server 402.
As described above, by using this fault diagnosis system, the user can obtain a fault diagnosis with high accuracy in the shortest time and repair the faulty part promptly.

<Knowledge diagnostic system>
"3. Knowledge diagnostic system" provides the function of the knowledge diagnostic system to the user. This allows the user to diagnose the cause of the alarm by himself/herself without requesting a reply from a respondent (a service center operator).
When the user inputs the machine number and the situation via the screen of "3. Knowledge diagnosis system" shown in Fig. 9, the knowledge system 408 automatically analyzes the situation using free text, accesses a database 409 that records the fault know-how according to the content, and responds with the automatically responded content via the service center management device 401. If the result of the response shows that the cause of the fault is the machining conditions, wear of the machining tool, etc., there is no need to order machine tool parts or dispatch a field serviceman, but in other cases, the screen of "2. Fault diagnosis system" in Fig. 9 is selected, and if the result of the fault diagnosis shows that parts need to be ordered or a field serviceman needs to be dispatched, the above-mentioned parts and field serviceman are secured. In addition, by saving the response of the knowledge system, the user can create his or her own fault diagnosis guidance.
"3. Knowledge diagnostic system" is basically a diagnostic investigation by the user's self-service, and is not a request for fault diagnosis to the service center 600. The knowledge diagnostic system can give an answer by prioritizing the diagnostic results.

<Maintenance history search>
When the user selects "4. Maintenance History Search" and inputs the machine number on the "Maintenance History Search" screen shown in Fig. 9, the service center management device 401 refers to the maintenance history in the customer service server 402. This function enables the user to automatically manage specific machine failure logs, parts delivery logs, and field serviceman dispatch logs in the factory without having to manage them in-house. In addition, by accumulating and referencing machine failure logs, it becomes possible to build a unique knowledge system.

<Sales of maintenance parts>
When the user selects "5. Maintenance parts sales" and inputs the machine number on the "Maintenance parts sales" screen shown in Fig. 9, the user can purchase the maintenance parts required for the machine from the parts dispatch center 500 via the service center 600. Even if the user owns equipment from different manufacturers, the user can easily purchase the maintenance parts required for the machine without making any mistakes.

<Maintenance tool introduction>
The user can purchase the maintenance tools required for the machine by selecting "6. Introduction to maintenance tools" and entering the machine number on the "Introduction to maintenance tools" screen shown in Fig. 9. In addition, the user can refer to tools that are effective for maintenance by using a social network.

<Regular maintenance history>
The user selects "7. Regular maintenance history" and inputs the machine number on the "Regular maintenance history" screen shown in Fig. 9, whereby the user can refer to the timing of and content of regular maintenance performed in the past by each machine manufacturer, which are recorded in the factory data server 406. In this way, because the regular maintenance history is managed centrally, even if there is a mixture of machines made by different manufacturers and with different maintenance concepts, the user can use the machines with confidence without being aware of the differences between the manufacturers.

＜Other＞
The user selects "8. E-mail (SNS)" and selects either sending e-mail or checking e-mail via the "E-mail" screen shown in Fig. 9, whereby the user can send e-mail directly from his/her PC, smartphone, or this system to the service center management device 401, or conversely, receive e-mail from the service center management device 401. This allows the user to manage e-mails sent to the service center management device from his/her PC, smartphone, or this system.
In addition to email, it also provides social networking (SNS) functions, allowing members to exchange business and technical information securely.

<Diagnosis service system information>
When the user selects "9. Diagnostic system information" and chooses to execute the "Confirm diagnostic system information" screen shown in Fig. 9, the user can check the diagnostic service system information notified to the user by the diagnostic service system. The diagnostic service system information includes, for example, important fault information (including bug information), recall information, and version upgrade information of the diagnostic service system.
For example, if a serious fault occurs in the diagnostic service system itself that requires a recall, the service center or service center management can transmit recall information. This allows the user to quickly refer to the transmitted recall information. In addition, the user can also check notifications about updates to the diagnostic service system. As a method of notifying the diagnostic service system information, a push email can be sent to the mobile phone (or smartphone, etc.) of a user who has been registered in advance, depending on the urgency of the diagnostic service system information.

<Evaluation of answers>
13 shows an "Evaluation Information Input Screen" for inputting a user's evaluation of the answer from the diagnostic service system. In this way, it is possible to improve the level of the answerer and implement additional learning of the knowledge system based on the information input by the user.
The diagnostic service system menu has been described above.

<Processing flow related to "2. Fault diagnosis system" and "3. Knowledge diagnosis system">
Next, the process flow of the diagnostic service system when the user selects "2. Fault diagnosis system" and when the user selects "3. Knowledge diagnosis system" will be described with reference to FIG. 14 and FIG.

[When the user selects "3. Knowledge Diagnosis System"]
As shown in FIG. 14, when an alarm occurs in a machine tool in step S210, in the factory monitoring system 100-1, the user selects "3. Knowledge diagnostic system" in step S211.
When "3. Knowledge diagnostic system" is selected in the service center management device 401, in step S212, the knowledge system 408 starts diagnosis based on the input from the user. In step S213, when the knowledge system 408 finishes the diagnosis, it transmits the diagnosis result to the user. In step S214, the user obtains the diagnosis result by the knowledge diagnostic system.

[When the user selects "2. Fault diagnosis system"]
15, when an alarm occurs in a machine tool in step S310, a fault diagnosis system is selected by the user in step S311, a questionnaire is filled in, an optimum service center is selected in step S312, and a service terminal to which an optimum answerer belongs is selected by the selected service center in step S313. In step S314, the answerer at the selected service terminal performs a diagnosis using, for example, "3. Knowledge diagnosis system", and transmits the diagnosis result to the factory monitoring system 100-1 in step S315, and the factory monitoring system 100-1 receives the diagnosis result in step S316.

<Configuration and Operation of Service Terminal 700>
Next, the configuration of the service terminal 700 and the terminal operations performed by a respondent who diagnoses a fault when a fault report is received from a user, including an operator at the service center, will be further explained using Figures 16 to 24.

FIG. 2C is a block diagram showing the configuration of the service terminal 700. The service terminal 700 includes a communication unit 7001 that communicates with the service control 601 via a network, a display 7002 such as a liquid crystal display with a touch panel that displays screen information such as those shown in FIG. 17 to FIG. 23 transmitted from the service control 601, and a control unit 7003 that controls the communication unit 7001 and the display 7002. A key operation screen is displayed on the display 7002 so that characters can be input, but a separate input unit such as a keyboard may also be provided. The control unit displays a fault diagnosis request (inquiry content) screen shown in FIG. 16, which is delivered from the service center management device 401, on the display 7002, and displays the screen information of FIG. 17 to FIG. 23, which is delivered from the service center management device 401, on the display 7002 by operating the touch panel or the input unit. The data input via the touch panel or the input unit is transmitted to the service center management device 401 via the service control 601 and the service center 600. Furthermore, the service terminal 700 receives necessary data from the service center management device 401 via the service center 600 .
Incidentally, the service center management device 401 (or the service center) may be provided with a Web server, and the service terminal 700 may be provided with a Web browser, so that the screens shown in FIGS. 17 to 23 can be displayed and controlled.

When the functions of the control unit of the service terminal 700 are configured by software, in a computer consisting of a storage unit such as a hard disk or ROM that stores a program describing the operation of the control unit of the service terminal 700, a DRAM that stores data required for calculations, a CPU, and a bus connecting each unit, this can be realized by storing the information required for calculations in the DRAM and running the program with the CPU.

16, the service terminal 700 provides a function of displaying a list of failure diagnosis requests (inquiry contents) delivered to the respondent from the service control 601. The respondent can select an unanswered failure diagnosis request (inquiry content) by selecting a selection key.
Moreover, the respondent can search for previously processed fault diagnosis requests (inquiry details) by selecting a processed search key.
When a fault diagnosis request from a certain user is selected from the fault diagnosis requests (inquiry contents) in which the responders are listed, a fault diagnosis request screen from that user is displayed as shown in FIG.
When the respondent selects the "Start diagnosis" button, the "Diagnosis request menu" screen shown in FIG. 17 is displayed, where the functions to be used for diagnosis are selected and the execute key is selected. In the diagnosis request menu screen shown in FIG. 17, history search, keyword search, knowledge search, sensor information, part information, and field serviceman information are selected as functions to be used for diagnosis. In this way, the respondent can use these functions to perform fault diagnosis. The respondent can also use the "Diagnosis service system menu" shown in FIG. 9.

The service terminal 700 provides a function for searching the history of fault diagnosis requests received to date, as shown in FIG. 18. As shown in FIG. 18, on the "Diagnosis Request (History Search)" screen, the user's company name and machine number can be referenced, and a list of past inquiry history regarding the machine can be generated from the customer service server 402, etc. Here, the past fault display is set to one year, but the number of years for past fault display can be selected as desired.

The service terminal 700 provides a keyword search function, as shown in FIG. 19. As shown in FIG. 19, based on the keyword (tool wear) entered by the respondent, past cases are searched from the customer service server 402, etc., and a list of cases matching the keyword (tool wear) is displayed. The respondent can select the search range, such as the machine manufacturer or machine model. In this way, a list of cases matching the keyword (tool wear) is displayed, and the respondent can inquire about the details of the selected case by entering the number he or she wishes to refer to and selecting the selection key.

The service terminal 700 provides a knowledge search function as shown in Fig. 20. As shown in Fig. 20, the knowledge search function displays a knowledge search screen, in which the contents of an inquiry are automatically broken down into keywords and search keywords are created.
Keyword creation:
1) The same character string as the index written in the machine manual, 2) consecutive kanji characters, and 3) consecutive numbers. In this example, the keywords are "tool wear" and "cutting edge." Only cases that have been solved and answered are selected. This is to accommodate automatic responses later. Knowledge searches can be performed using the knowledge system 408.

The service terminal 700 provides a function for querying sensor information arranged on a machine, as shown in Fig. 21. Fig. 21 is an example of a screen in which sensor information useful for query keywords is extracted from the factory monitoring system 100 and displayed. Note that, in order to compare with the factory shipping data and the basic specifications of the machine, the display period indicating the period for which the sensor information is to be displayed can be selected on this screen.
The machine referenced in Fig. 21 is shipped with a sensor attached to the spindle as shown in Fig. 24, for example. Fig. 24 is an explanatory diagram showing a machine tool with a sensor attached to the spindle. In Fig. 24, a vibration sensor 4002 is attached to a spindle mechanism 4001, and acceleration and amplitude are measured. A tool (blade) 4004 is attached to the spindle mechanism 4001 via a tool clamper 4003. A workpiece 4005 is machined by the tool (blade) 4004.

The service terminal 700 provides a parts search function, as shown in FIG. 22. FIG. 22 is an example of a screen showing parts search results. When searching for parts, the customer service server 402 is referenced to search for repair parts from past repair performance data, and the factory database 406 is used to determine whether the parts can be shipped.

The service terminal 700 provides a search function for field service personnel available for on-site visits, as shown in FIG. 23. FIG. 23 shows a screen showing a list of field service personnel available for on-site visits, and displays a list of field service personnel who have experience in spindle replacement and are available for dispatch from the field service personnel database of the service center 600.

In this way, if the respondent determines as a result of the fault diagnosis that it is necessary to replace a part and to dispatch a field engineer to replace the part, he or she can check the parts inventory status from the parts dispatch center 500 and the factory data 406 from the service terminal, and can identify the field service person suitable for the category of the fault who can arrive the soonest from the personnel dispatch center 501 and the field service person location information system 407, and can notify the questioner (user) of the answer such as the delivery date for the part, the arrangement of the field service person and the arrival time, as described above.
When the route for reporting the fault from the asker (user) is via e-mail or IP telephone, the responder can notify the asker (user) via e-mail or IP telephone.

The above describes the diagnostic service system 1 including the factory monitoring system 100, but all or part of the factory monitoring system 100 can be realized by hardware, software, or a combination of these. Here, "realized by software" means that it is realized by a computer reading and executing a program. When configured by hardware, all or part of the factory monitoring system shown in the block diagram of FIG. 4 can be configured by integrated circuits (ICs), such as LSIs (Large Scale Integrated circuits), ASICs (Application Specific Integrated Circuits), gate arrays, and FPGAs (Field Programmable Gate Arrays).

When all or part of the factory monitoring system 100 is configured with software, in a computer configured with a storage unit such as a hard disk or ROM that stores a program describing all or part of the operation of the factory monitoring system shown in the block diagram of FIG. 4 and the flow chart of FIG. 5, a DRAM that stores data required for calculations, a CPU, and a bus connecting each unit, it can be realized by storing the information required for calculations in the DRAM and running the program with the CPU.

The program can be stored and supplied to a computer using various types of computer readable media. Computer readable media include various types of tangible storage media. Examples of computer readable media include magnetic recording media (e.g., flexible disks, magnetic tapes, hard disk drives), magneto-optical recording media (e.g., magneto-optical disks), CD-ROMs (Read Only Memory), CD-Rs, CD-R/Ws, and semiconductor memories (e.g., mask ROMs, PROMs (Programmable ROMs), EPROMs (Erasable PROMs), flash ROMs, and RAMs (random access memories)).

The effects of the factory monitoring system 100 according to the present embodiment described above will be described.
The machine information stored in the storage unit 1002 of the factory monitoring system 100 also includes differences in manufacturers, making it possible to centrally search for machine information regardless of the manufacturer.
In the factory monitoring system 100, the unique sensor information shown in Fig. 3 and the differences in protocols due to the differences in machines shown in Fig. 3 are absorbed by conversion using an internal converter or an external converter. In this way, the internal processing of the factory monitoring system 100 can be centrally processed using a standard protocol, making it possible to build an efficient system.
In the factory monitoring system 100, even if the machines are manufactured by different manufacturers, the format conversion unit 1015 shown in Fig. 4 converts the communication specifications and protocol specifications into global data. This makes it possible to evaluate all machines equally, regardless of the manufacturer. In addition, data conversion work by the user is no longer necessary, making it possible to efficiently manage evaluations.
The factory monitoring system 100 periodically sends instructions to the machines to acquire data, and stores the machine's operation data, operation history data, etc. in a storage unit. This makes it possible to quickly acquire operation information and the like when the machines are operated in the factory, and for example, when an alarm occurs in the case of intermittent production using a machine, it becomes possible to accurately know the operation history, such as when the machine was last operated.
The factory monitoring system 100 collects and manages data such as parameters applied to machines, etc. In this way, when an alarm occurs, for example, it becomes possible to quickly and accurately know information such as parameters.

The invention as described in the claims of the present application as originally filed is set forth below.
[Appendix 1]
1. A factory monitoring system in communication with at least one machine and configured to store data from the machine, comprising:
a data acquisition means for acquiring data from the machine, the data being converted from a communication standard of the machine to a communication standard of the factory monitoring system and usable for fault diagnosis;
a storage means for storing data whose communication standard has been converted;
Factory monitoring system equipped with
[Appendix 2]
2. The factory monitoring system according to claim 1, further comprising a format conversion unit that standardizes data stored in the storage means and converts it into a common format.
[Appendix 3]
A factory monitoring system as described in Appendix 1 or Appendix 2, further comprising a conversion means for converting a communication standard between the communication standard of the machine and the communication standard of the factory monitoring system.
[Appendix 4]
A factory monitoring system as described in Appendix 1 or Appendix 2, which is connected to the machine via an external conversion means for converting a communication standard between the communication standard of the machine and the communication standard of the factory monitoring system.
[Appendix 5]
A factory monitoring system according to any one of claims 1 to 4, wherein the data acquisition means periodically transmits instructions to the machine for acquiring data.
[Appendix 6]
1. A method of monitoring a factory monitoring system in communication with at least one machine and configured to store data from the machine, comprising the steps of:
acquiring data from the machine that is converted from a communication standard of the machine to a communication standard of the factory monitoring system and that can be used for fault diagnosis;
The factory monitoring method further comprises storing the data, the communication standard of which has been converted, in a storage means.
[Appendix 7]
7. A factory monitoring method according to claim 6, wherein the data stored in the storage means is standardized and converted into a common format.
[Appendix 8]
A factory monitoring method according to claim 6 or 7, wherein data is acquired by converting the communication standard of the machine into the communication standard of the factory monitoring system.
[Appendix 9]
The factory monitoring method according to any one of appendices 6 to 8, wherein the data acquisition is performed by periodically sending an instruction to the machine to acquire data.
[Appendix 10]
a computer as a factory monitoring system connected to at least one machine and storing data from said machine;
obtaining data from the machine that is converted from a communication standard of the machine to a communication standard of the factory monitoring system and that can be used for fault diagnosis;
and storing the data, the communication standard of which has been converted, in a storage means.
[Appendix 11]
11. The factory monitoring program according to claim 10, wherein the data stored in the storage means is standardized and converted into a common format.
[Appendix 12]
A factory monitoring program according to claim 10 or 11, which converts data from a communication standard of the machine to a communication standard of the factory monitoring system to acquire data.
[Appendix 13]
The factory monitoring program according to any one of appendices 10 to 12, wherein the data acquisition is performed by periodically sending instructions to the machine for acquiring data.

100-1, 100-2, ..., 100-n Factory monitoring system 104 Inquiry email 105 Inquiry IP phone 200-1, 200-2, ..., 200-n Machine 300 Security sharing network 401 Service center management device 402 Customer service server 403 Manual server 404 SNS
405 Sales data server 406 Factory data server 407 Field serviceman position information system 408 Knowledge system 409 Fault know-how database 500 Parts dispatch center 501 Personnel dispatch center 600-1, 600-2, ..., 600-n Service center 601 Service control 700-1, 700-2, ..., 700-n Service terminal

Claims (2)

A service center management device is communicatively connected to at least one factory monitoring system that is connected to at least one machine and stores data acquired from the machine, and to a PC or a smartphone via a security network,
Equipped with an interface section,
By directly accessing at least a social network system (SNS) from the PC or the smartphone via the interface unit to obtain necessary data, it is possible to exchange business information and technical information between members managed by security;
A service center and a knowledge diagnostic system can be further accessed via the interface unit, and the knowledge diagnostic system automatically analyzes free text describing the machine status input by the member , accesses a database recording fault know-how according to the content of the analysis, and automatically responds to the member via the service center management device , thereby enabling the member to perform diagnostic investigation by himself/herself without requesting a fault diagnosis from the service center .
Service center management device. 2. A service center management device according to claim 1, wherein said service center is connected to at least a parts dispatch center and a personnel dispatch center , and said members can order parts and secure field service personnel by themselves .

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