JP7614727B2 - Information Management System - Google Patents

Description

The present invention relates to technology for an information management system that manages information related to buildings.

Information management systems that manage information about buildings are well known. For example, see Patent Document 1.

Patent document 1 describes an information management system that includes a database that stores (registers) information about buildings and a terminal device that is connected to the database via a communication network.

In such an information management system, it is expected that after-sales service workers will input information about the building, the input information will be stored in a database, and the information will be used for after-sales service of the building.

However, if the person inputting the stored information does not receive sufficient feedback on how the information is being used, the person's motivation to continue inputting information is low, which can result in the quality of the stored information being insufficient.

JP 2006-285355 A

The present invention was made in consideration of the above-mentioned circumstances, and the problem it aims to solve is to provide an information management system that can improve the quality of stored information.

The problem that the present invention aims to solve is as described above, and the means for solving this problem will be explained next.

That is, in claim 1, the device comprises an input unit for inputting repair result information regarding repair work performed on defects in a building, a storage unit for storing the repair result information inputted to the input unit, a reception unit for receiving reports regarding defects in the building, a search unit for searching the repair result information stored in the storage unit for repair result information whose defect content is similar to the report received by the reception unit, and a display unit for displaying the repair result information searched by the search unit, wherein the repair result information displayed on the display unit includes the cause of the defect in the building and the repair method, and a score indicating the degree of similarity between the report and the defect content is displayed together with the repair result information, and the repair result information displayed on the display unit is displayed in a row in multiple pieces on the display unit, and is configured to display an evaluation of the repair result information by a predetermined icon displayed corresponding to each piece of repair result information, and is configured to allow an evaluation of the repair result information to be input .

In claim 2, the repair result information displayed in multiple rows on the display unit is displayed in a manner that allows the order to be changed so that the information is arranged in descending order of the score or the evaluation, depending on an arbitrary operation.

In claim 3, the repair result information displayed on the display unit includes the person who input the repair result information.

In claim 4, the repair result information displayed on the display unit includes the cost required for the repair work.

In claim 5, the repair result information displayed on the display unit includes the parts used in the repair work.

The effects of the present invention are as follows:

In claim 1, the quality of the accumulated information (repair result information) can be improved.

In claim 2, the quality of the repair result information can be further improved.

In claim 3, the quality of the repair result information can be further improved.

Claim 4 allows you to get an idea of the cost required for repair work.

In claim 5, it can be used as a reference for parts required for repair work.

FIG. 2 is a diagram showing an overview of the configuration of an information management system and input of repair result information. A diagram showing the configuration of the information management system and an overview of how repair result information is used. FIG. 13 is a diagram showing an example of an input screen displayed on a portable terminal. FIG. 13 is a diagram showing an example of a search screen displayed on a portable terminal. FIG. 13 is a diagram showing an example of a search result screen displayed on a mobile terminal.

The information management system 1 according to one embodiment of the present invention manages various information related to malfunctions occurring in a building. In this embodiment, the building is a house. The information management system 1 aims to accumulate data related to malfunctions in the house and housing equipment, and to utilize this accumulated data to respond to the malfunctions (after-sales service). The information management system 1 mainly comprises a control device 10 and a mobile terminal 20.

The control device 10 shown in Figures 1 and 2 performs various controls of the information management system 1. The control device 10 includes an arithmetic processing unit such as a CPU, and a storage unit such as a RAM or ROM.

The portable terminal 20 shown in Figures 1 and 2 can be carried by a worker in charge of after-sales service for a building. For example, a smartphone, tablet, or laptop computer can be used as the portable terminal 20. In this embodiment, a laptop computer is used as the portable terminal 20. The portable terminal 20 includes input devices such as a keyboard and mouse, a display 21 as a display device, a memory unit such as a RAM and a ROM, and an arithmetic processing unit such as a CPU. The portable terminal 20 can communicate with the control device 10 via the Internet.

The information management system 1 configured in this way can be used when a malfunction occurs in a home or home equipment, and when a resident of the home reports the malfunction, a worker in charge of after-sales service visits the home and carries out repair work.

In this case, the information management system 1 accumulates information relating to the repair work that has actually been performed (hereinafter referred to as "repair result information") in the storage unit of the control device 10. Furthermore, the information management system 1 utilizes the accumulated repair result information when performing repair work. The accumulation and utilization of the repair result information will be described in detail below.

First, referring to Figure 1, the flow of accumulation of repair result information (data) is explained. Note that, as will be described in detail later, the accumulation and utilization of repair result information are carried out in parallel, but for the sake of explanation, utilization of repair result information is not considered here.

First, the call center accepts reports of problems with the home and home appliances from residents and others. Problems with the home and home appliances include, for example, defects in the home, such as cracks in the foundation or leaks, and defects in home appliances, such as a door that won't close or part of the underfloor heating not heating. The details of the reported defect are reported to the worker (person in charge) who deals with the defect (problem) on-site via the call center operator (the operator inputs the details of the report into a computer) (Figure 1 (1)).

The worker who receives the report from the operator goes to the site (the house where the defect was reported) and carries out the work to repair the defect. When the worker has completed the work to repair the defect, he starts up the mobile terminal 20 and causes the input screen (a screen for inputting repair result information) to be displayed on the display 21 ((2) in FIG. 1). An example of the input screen displayed on the display 21 is shown in FIG. 3.

As shown in FIG. 3, the input screen displayed on the display 21 includes (1) an input field Q1 for "cause classification," (2) an input field Q2 for "cause," (3) an input field Q3 for "how to fix," (4) an input field Q4 for "category," and (5) an input field Q5 for the person in charge. Details of the contents entered into input fields Q1 to Q5 will be described later.

The worker inputs the details of the repair work that was actually performed in the input fields Q1 to Q5 as a completion report of the after-sales service. The inputted repair result information is sent to the control device 10 and stored in the memory unit of the control device 10 ((3) in FIG. 1). The details of the request input by the operator and the repair result information input by the worker are linked by a reception number, etc.

In this way, each time a worker responds to a defect (repair work) on-site, information about the actual repair work (repair result information) is input, and the repair result information is accumulated in the memory unit of the control device 10.

Next, referring to Figure 2, we will explain the process of utilizing the repair result information stored in the control device 10.

As mentioned above, the call center accepts reports of problems (issues) with the home and home equipment from residents of the home. The details of the reported problem are reported to the worker (person in charge) who handles the problem on-site via the call center operator (the operator inputs the details of the report into a computer) (Figure 2 (1)).

Before going to the site (the house where the defect has been reported), the worker who has received the report from the operator starts up the mobile terminal 20 and displays the search screen on the display 21 ((2) in FIG. 2). Here, the search screen is a screen for searching for past cases (cases) similar to the reported defect. An example of the search screen displayed on the display 21 is shown in FIG. 4.

As shown in FIG. 4, the search screen displayed on the display 21 includes an input field R1 for inputting the reception number of the defect report from the resident of the house, and a display field R2 for displaying the content of the defect (and the request content) reported by the resident of the house.

The worker inputs the reception number in input field R1. Then, the details of the defect (and the request) reported by the resident of the house are displayed in display field R2. The details displayed in display field R2 are the details entered by the operator based on the request from the resident of the house. When the worker presses (clicks) the search button, the mobile terminal 20 transmits the details entered in input field R1 (the reception number) and the information displayed in display field R2 (the details entered by the operator based on the request from the resident of the house) to the control device 10 ((3) in FIG. 2).

Based on the information transmitted from the mobile terminal 20, the control device 10 searches the data (repair result information) stored in the storage unit for past cases similar to the defect reported by the resident of the house, etc. As a search method, a general known method can be used, for example, a so-called full-text search can be used to extract from the data (repair result information) stored in the storage unit those cases that contain a character string (noun, verb, etc.) that is included in the content entered by the operator (defect content reported by the resident of the house, etc.). In addition, since a full-text search alone is likely to extract too many cases and also likely to extract cases that are different (not similar) to the reported content, a filter can be applied to extract cases with similar cause classifications, which will be described later.

The control device 10 transmits the search results, such as information about past cases (similar cases) that are similar to the reported defect, to the mobile terminal 20 ((4) in Figure 2).

The mobile terminal 20 displays a screen (search result screen) showing the search results sent from the control device 10 on the display 21 ((5) in FIG. 2). An example of the search result screen displayed on the display 21 is shown in FIG. 5.

As shown in Figure 5, the number of similar cases extracted is displayed at the top of the search results screen. Of the similar cases, the number of cases in which repair work was performed free of charge and the number in which repair work was performed for a fee are also displayed. For example, "Number: 20 (Free: 17, Paid: 3)" is displayed. Also, just below the number of similar cases, the average order amount (average cost of parts required for repair work) is displayed. The minimum and maximum order amounts are also displayed. For example, "Average order amount: 6,550.0 yen (3,000 yen to 15,000 yen)" is displayed.

Directly below the average order amount is displayed the cause classification. Here, "cause classification" refers to a classification of the causes of defects in the extracted similar cases. Each cause (e.g., deterioration over time, problems with construction (precision), problems with use, problems with part performance, client requests, design problems, problems with standard specifications, problems with material quality, etc.) is displayed as a cause classification, and the number of similar cases that fall under each cause is displayed on the vertical axis of a graph.

Directly below the display of the cause classification, a list of similar cases (cases) is displayed. The list of similar cases can display a specified number of cases (seven cases in the example shown in FIG. 5), and is configured so that all cases can be displayed by scrolling. In the list of similar cases, for each case, items corresponding to those on the input screen shown in FIG. 3 are displayed. Specifically, the following items are displayed: (1) request content, (2) cause, (3) how to fix it, (4) category, (5) score, (6) person in charge, and (7) likes.

The "Request" field displays the request made by the resident of the home (specific details of the malfunction or problem with the home or home equipment). For example, the "Request" field displays "The toilet and bathroom doorknobs are loose." The "Request" field displays the details entered by the call center operator (see (1) in Figure 1 and (1) in Figure 2).

The "Cause" section displays the cause of the malfunction reported by the occupants of the house. Note that the cause here is more specific than the causes classified in the cause classification. Specifically, the "Cause" section displays, for example, "wobble caused by loose fixing screws at the base of the lever," "excessive operation by children," "poor tightening," etc.

The "How to fix" section displays the details of the repair work (repair method) that was actually performed by the worker in response to the defect reported by the resident of the house. Specifically, the "How to fix" section displays, for example, "Retighten the screws" or "Tighten."

The "Category" field displays the cost of the repair work and whether the cost will be charged to the resident of the house (paid or free). Specifically, the "Category" field displays, for example, "Free 3000" or "Free 6000." Note that "Free 3000" means that the cost of the repair work was 3000 yen and that the cost will not be charged to the resident of the house (free).

The "Score" item displays a score that represents the degree of similarity to defects reported by residents of the home. Specifically, the "Score" item might display, for example, "7.72."

The "Person in Charge" field displays the name of the worker who actually performed the repair work. Specifically, the "Person in Charge" field might display, for example, "Taro Yamato."

The "Like" item displays the evaluation of the similar case. More specifically, the "Like" item displays a rating button that indicates the intention to give a good rating (support) to the case, and the number of times the rating button has been pressed (number of ratings). Specifically, the "Like" item displays an icon P1 showing the shape of a human hand as the rating button, and displays the number of ratings P2 (the number of times the icon has been pressed, for example, "46") next to the icon P1.

A worker can evaluate a case by pressing icon P1 (clicking icon P1) ((6) in Figure 2). Specifically, a worker can press (click) icon P1 of the case when he or she feels that the case was useful when performing repair work. When icon P1 is pressed, the number of evaluations P2 increases by 1. As a result, cases that are highly rated (cases that many workers feel were useful) have a larger number of evaluations P2.

In the search results screen displayed in this way, similar cases with higher scores (cases with more similar defects to the complaint) are displayed at the top. In addition, each of the above items can be sorted, and it is also possible to display the cases in order of the number of "Like" ratings P2.

When the worker has completed the repair work, he or she causes the display 21 to display an input screen (a screen for inputting repair result information) ((2) in FIG. 1). Then, as a report of the completion of the after-sales service, the worker inputs the details of the repair work that was actually performed into input fields Q1 to Q5 of the input screen displayed on the display 21 (see FIG. 3).

Specifically, the worker inputs "cause classification" into input field Q1, "cause" into input field Q2, "repair method" into input field Q3, "category" into input field Q4, and "person in charge" into input field Q5. The contents of each item are as explained in the list of similar cases in Figure 5, so explanations will be omitted here. The entered repair result information is sent to the control device 10 and stored in the memory unit of the control device 10 ((3) in Figure 1).

As described above, in the information management system 1 according to this embodiment, by inputting the details of a defect reported by a resident of a house or the like into the search screen shown in FIG. 4, past cases (similar cases) similar to the details of the defect are displayed on the display 21 of the mobile terminal 20. This allows the worker to consider how to respond to the reported defect by referring to the displayed similar cases before going to the site (the house where the defect was reported).

Specifically, by referring to the causes and repair methods (how to fix) of similar cases, the worker can understand to some extent how to repair the defect reported by the resident of the house. This allows the worker to know the parts and tools required for the repair, and makes it possible to carry out the repair without having to visit the site multiple times. In some cases, the defect can be resolved without visiting the site. This makes it possible to reduce the time and cost required for repair. In this way, in the information management system 1 according to this embodiment, the repair result information stored in the memory unit of the control device 10 can be used when carrying out repair work.

Furthermore, in the information management system 1 according to this embodiment, past cases (similar cases) in which the content of defects is similar to the reports from home residents, etc. are made visible (visualized) to be useful to the worker (the person inputting the information) in his/her work (repair work). In this way, sufficient feedback is given to the person inputting the information on how the input repair result information is being used, so it is thought that the worker will strive to improve the quality of the input data to make the repair result information useful for his/her own work. This makes it possible to improve the quality of the input data (accumulated repair result information).

In addition, in the information management system 1 according to this embodiment, on the search result screen shown in FIG. 5, for cases where the repair method (how to fix) was felt to be appropriate, cases where the cause and repair method (how to fix) are clearly described, cases that may be useful later, etc., the user can evaluate similar cases (repair result information) by pressing (clicking) icon P1 (evaluation button). In addition, this evaluation is reflected (displayed) on the search result screen, which is expected to increase the motivation of the worker (inputter) to input data. Therefore, the quality of the input data (accumulated repair result information) can be improved.

In addition, in the information management system 1 according to this embodiment, when displaying similar cases, the name of the person in charge of the case (the person who entered the data) is displayed. This can improve the sense of responsibility in entering data, and can prevent careless input of causes, repair methods, etc. Therefore, the quality of input data (accumulated repair result information) can be improved.

The search results screen shown in Figure 5 also displays a cause classification, such as whether the defects in similar past cases were due to deterioration over time or a design problem, so that the general cause of the defect can be understood (estimated).

The search results screen shown in Figure 5 also displays the costs incurred for repair work in similar cases in the past, so it is possible to inform the residents of the home of an approximate cost of resolving the problem when carrying out repair work.

It is also possible to configure the system to learn the accumulated repair result information and use AI to estimate the cause of the defect. In this case, the accuracy of the AI's estimation can be improved by improving the quality of the accumulated repair result information.

As described above, the information management system 1 according to this embodiment includes a mobile terminal 20 (input unit) that inputs repair result information related to repair work performed on defects in a building, a control device 10 (storage unit) that accumulates the repair result information input to the mobile terminal 20 (input unit), a control device 10 (reception unit) that accepts reports of defects in the building, a control device 10 (search unit) that searches for repair result information with similar content to the report received by the control device 10 (reception unit) from the repair result information accumulated in the control device 10 (storage unit), and a display 21 (display unit) of the mobile terminal 20 that displays the repair result information searched by the control device 10 (search unit), and the repair result information displayed on the display 21 (display unit) includes the cause of the defect in the building and the repair method.

With this configuration, it is possible to improve the quality of the accumulated repair result information.
Specifically, in the information management system 1, past cases (similar cases) with similar defects to those reported by residents of the house are visualized to be useful for the worker's own work (repair work), and sufficient feedback is given to the person who inputs the repair result information on how the information is being used. Therefore, it is considered that the worker will strive to improve the quality of the input data in order to make the repair result information useful for his or her own work. Therefore, the quality of the input data (accumulated repair result information) can be improved.

The repair result information displayed on the display 21 (display unit) is configured to allow for input and display of an evaluation of the repair result information.

With this configuration, the quality of the repair result information can be further improved.
Specifically, since the evaluation of the repair result information is reflected (displayed) on the search result screen, it is expected that the motivation of the worker (inputter) for data input will increase. Therefore, the quality of the input data (accumulated repair result information) can be improved.

In addition, the repair result information displayed on the display 21 (display unit) includes the person who input the repair result information.

With this configuration, the quality of the repair result information can be further improved.
Specifically, it is possible to improve the sense of responsibility regarding input of repair result information, and in turn, the quality of the repair result information can be improved.

The repair result information displayed on the display 21 (display unit) also includes the cost required for the repair work.

This configuration allows you to get an idea of the cost required for repair work.

Although an embodiment of the present invention has been described above, the present invention is not limited to the above configuration, and various modifications are possible within the scope of the invention described in the claims.

For example, on the search result screen shown in FIG. 5, the part numbers of the parts required for repair may be displayed in the "Category" field. This can be used as a reference for the parts required for repair work. In this case, the input screen shown in FIG. 3 includes an input field for the parts required for repair. Also, on the search result screen shown in FIG. 5, the part number may be configured to be linked to a parts search system. This can facilitate ordering of parts.

As described above, the repair result information displayed on the display 21 (display unit) includes the parts used in the repair work.

This configuration can be used as a reference for parts required for repair work.

In addition, in this embodiment, an example is shown in which an after-sales service worker (person in charge) inputs various pieces of information by keyboard input (text data), etc., but the method of inputting various pieces of information is not limited to this. For example, various pieces of information can also be input by voice.

In addition, in this embodiment, seven items (see FIG. 5) are shown as examples of similar case items, but the present invention is not limited to this, and any items can be displayed.

In addition, in this embodiment, an after-sales service worker inputs the details of the defect ((2) in FIG. 1, (3) in FIG. 2), but the mobile terminal 20 can also be owned by a resident of the house and configured to input the details of the defect by that resident. This allows the resident of the house to understand the cause of the defect and the repair method (how to fix it) by themselves.

The specific configuration (control device 10, portable terminal 20, etc.) illustrated in this embodiment is merely an example, and various other devices can be used. Although an example has been described in which the control device 10 and the portable terminal 20 transmit information to each other to perform processes such as search and display, it is also possible for the portable terminal 20 to perform the above-mentioned processes such as search and display by itself (without using the control device 10) by providing the necessary functions in the portable terminal 20.

1 Information management system 10 Control device 20 Portable terminal

Claims (5)

an input unit for inputting repair result information regarding repair work carried out on defects in the building;
a storage unit that stores the repair result information input to the input unit;
a reception department for receiving reports of defects in the building;
a search unit that searches the repair result information stored in the storage unit for repair result information having a defect similar to the request received by the reception unit;
a display unit that displays the repair result information searched for by the search unit;
Equipped with
The repair result information displayed on the display unit includes the cause of the defect of the building and the repair method, and a score indicating the degree of similarity between the request and the content of the defect is displayed together with the repair result information,
The repair result information displayed on the display unit is
A plurality of predetermined icons are displayed side by side on the display unit, and are configured to be capable of displaying an evaluation of the repair result information by using predetermined icons displayed corresponding to each of the repair result information, and configured to allow an evaluation of the repair result information to be input.
Information management system. The repair result information displayed in a plurality of rows on the display unit is
The display is displayed in a changeable order so that the images are arranged in descending order of the scores or the ratings in response to an arbitrary operation.
The information management system according to claim 1 . The repair result information displayed on the display unit includes the person who input the repair result information.
3. The information management system according to claim 1 or 2. The repair result information displayed on the display unit includes the cost required for the repair work.
The information management system according to any one of claims 1 to 3. The repair result information displayed on the display unit includes parts used in the repair work.
The information management system according to any one of claims 1 to 4.

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