JP7630319B2 - Visit fee management system - Google Patents

Description

The present invention relates to a visit fee management system for managing visit fees when inspecting and repairing water heaters.

When a water heater has been used for a long period of time, it may become necessary to repair or inspect the water heater due to component failure, etc. When this happens, the user of the water heater will contact the water heater manufacturer's sales outlet, service center, or other business to request repair or inspection.

The repair and inspection workers who repair water heaters are employed by a business responsible for the area in which the water heater in question is installed. There are many water heaters in the area, and the business is responsible for all of the water heaters in the area. When a repair or inspection worker from one of the businesses receives a request from a water heater user, he or she will go to the user's home to carry out the repair and inspection work.

When repair and inspection workers visit to carry out repairs and inspections in this way, the employer must pay a visit fee as compensation for the repair and inspection. For example, in a region where a business is responsible for multiple water heaters, a flat rate is set for such visit fees.

For example, water heaters tend to be used more in winter than in summer, and are more prone to breakdowns. Therefore, in summer, there are fewer requests for repairs and inspections, and repair and inspection workers have more time, so they can be dispatched immediately. In contrast, in winter, inspections and repairs are more frequent, and repair and inspection workers have to wait their turn, resulting in inconsistent response.

In the past, for example, water heaters were equipped with a determination means for determining whether or not maintenance was required based on usage conditions, and if it was determined that maintenance was required before the water heater broke down, the user of the water heater was notified of this (see Patent Document 1).

JP 2015-143616 A

With the above conventional configuration, it is possible to carry out inspection and repair before an actual breakdown occurs, but if the timing at which it is determined that maintenance is necessary coincides with a period when repair and inspection workers are busy, there is a risk that the repair and inspection workers will have to wait their turn, which does not necessarily allow for efficient response, and improvements are desired.

The object of the present invention is to provide a visit fee management system that can motivate repair and inspection workers to visit when maintenance is deemed necessary but when they have the time.

The characteristic configuration of the visit fee management system according to the present invention is as follows:
A plurality of water heaters each equipped with a water heater side control means;
A business-side control means provided in a business that requires a plurality of repair and inspection workers in charge of an area in which the plurality of water heaters are installed;
A management server is provided that is communicably connected to the hot water heater side control means of each of the plurality of hot water heaters and the business side control means via a communication means,
The management server includes:
a usage data management means for managing the usage data of the water heater obtained from the plurality of water heater side control means;
A deterioration degree calculation means for calculating a deterioration degree of a target water heater based on data on a usage period of the target water heater among the plurality of water heaters and the usage status data of the target water heater;
A busyness calculation means for calculating a busyness level of each repair and inspection worker for each period based on data related to the plurality of repair and inspection workers;
a visit fee calculation means for calculating a visit fee when a repair and inspection worker visits the target water heater for periodic repair and inspection based on the deterioration degree calculated by the deterioration degree calculation means and the busyness degree calculated by the busyness degree calculation means;
an output means for outputting the visit fee to an external communication terminal capable of communicating with the management server via the communication means ;
the external communication terminal is configured to be capable of inputting information and displaying the information on a screen;
The visit fee calculation means is configured to calculate the visit fee for the target water heater requested from the external communication terminal,
The external communication terminal has a feature that, when the date of use start and identification information of the water heater to be repaired or inspected are input, a visit fee that is calculated and differs depending on the period is displayed on the screen .

According to the present invention, the water heater-side control means provided in the water heater acquires usage data regarding the usage of the water heater and data on the period of use of the water heater as the water heater is used. The usage data management means of the management server then manages the data acquired from the water heater-side control means in a state in which each of the multiple water heaters in the area can be identified.

The deterioration degree calculation means calculates the deterioration degree of the target water heater based on the data on the period of use and the usage status data for the target water heater. The deterioration degree of the water heater can be estimated based on past performance data, etc., in terms of the degree of use at which a breakdown may occur, so the deterioration degree is calculated according to the actual usage status.

Meanwhile, the business establishment control means at the business establishment transmits data related to multiple repair and inspection workers to the management server via the communication means. This data related to the repair and inspection workers includes, for example, data on the number of repair and inspection workers, the number of repair and inspection work performed per period, the work content of the repair and inspection workers, etc.

The busyness calculation means calculates the busyness of the repair and inspection worker for each period based on the data on the repair and inspection worker. In other words, it calculates the degree of busyness for each period, such as which periods are busy and which periods are not busy among a plurality of periods.

The visit fee calculation means calculates the visit fee for the target water heater when a repair and inspection is requested based on the degree of deterioration and the busyness level. In other words, the visit fee can be set according to the rate at which inspection and repair are required and the busyness level of the repair and inspection worker.

Then, when there is a request from the external communication terminal, the output means can output the calculated visit fee to the external communication terminal. For example, the business can present the visit fee to the user, encouraging the user to request repairs and inspections at a time when the repair and inspection worker has more time.

Another characteristic configuration of the visit fee management system according to the present invention is as follows:
The water heater side control means is configured to transmit usage data about the water heater it is responsible for to the management server via the communication means, and the usage data management means is configured to accumulate and store usage data about the water heater for each period in a state corresponding to the water heater.

According to this configuration, the water heater control means transmits the usage status data of the water heater to the management server via the communication means, so that, for example, data such as the cumulative value of the number of hours hot water is supplied each day and the amount of fuel used can be transmitted and stored as appropriate. As a result, the operation is less cumbersome than when data is transmitted to the management server based on a manual command from the water heater control means.

Another characteristic configuration of the visit fee management system according to the present invention is as follows:
The busyness calculation means is configured to calculate the busyness for each period based on the number of repair and inspection workers belonging to the business establishment and data on the number of visits by the multiple repair and inspection workers for each period.

With this configuration, it is possible to determine an appropriate level of busyness based on the number of repair and inspection workers and the number of visits per period, taking into account differences in the number of visits per worker, etc.

Another characteristic feature of the visit fee management system of the present invention is that the deterioration degree calculation means is configured to determine the deterioration degree based on a preset calculation standard so that the longer the period of use of the target water heater and the greater the amount of hot water used, the greater the deterioration degree becomes.

According to this configuration, it is expected that the longer the period of use of the water heater and the greater the amount of hot water used per day, the more the water heater will deteriorate and the higher the rate of component failure. Therefore, by setting the degree of deterioration to be high the longer the period of use and the greater the amount of hot water used, the degree of deterioration can be set according to the actual usage conditions.

Another characteristic configuration of the visit fee management system according to the present invention is as follows:
The visit fee calculation means is configured to set different visit fees for the target water heater for each period so that the visit fee becomes higher the greater the degree of deterioration of the target water heater and the busier the period.

According to this configuration, if the degree of deterioration is high, there is a high probability that the water heater will have a malfunction such as a parts failure, and during busy periods, even if a repair is requested, there is a high probability that the repair and inspection worker will be too busy to visit immediately. Therefore, the user of the water heater can take measures such as making a request in advance at a different time, rather than at a time when such a higher visit fee is set.

FIG. 2 is a block diagram showing a visit fee management system. 13 is a graph showing a change in busyness level over time. 13 is a table showing the number of visits by month. 1 is a table showing the number of repair and inspection workers by month. 1 is a table showing the number of visits per repair and inspection worker per month. This is a table showing the busyness level by month. 1 is a graph showing changes in deterioration level per number of years of use. 1 is a table showing the change in the degree of deterioration for each year of use. 11 is a graph showing the correlation between the degree of deterioration and the correspondence magnification. This is a graph showing the visit fee, which is set taking into account the response rate, in relation to the difference in the time of visit. 13 is an input screen of an external communication terminal. 13 is an output screen of an external communication terminal.

An embodiment of the present invention will be described with reference to the drawings.
A visit fee management system according to the present invention is shown in Fig. 1. This visit fee management system is configured so that information can be communicated via an internet line 5 as a communication means among a plurality of water heaters 1 installed in a plurality of residences, a service center 2 (an example of a business establishment) of a business that manufactures and sells the water heaters 1 and is responsible for the area in which the plurality of water heaters 1 are installed, a management server 3 managed by the business, and an external communication terminal 4 such as a smartphone or tablet terminal. The external communication terminal 4 is equipped with a touch panel display, and can input information and display necessary information on the screen. The external communication terminal 4 can be used, for example, by staff of the service center 2.

Each of the multiple water heaters 1 is equipped with a water heater operation unit 6 that controls the water heater operation, and a water heater side control means 7 that controls the operating state of the water heater operation unit 6 and transmits usage data about the water heater 1 to the management server 3 via the Internet line 5.

Although not shown, the hot water supply operation unit 6 is equipped with a heat exchanger through which tap water flows, a burner that heats the heat exchanger by burning fuel gas, and various adjustment valves for adjusting the heating state of the burner and the flow state of water flowing through the heat exchanger. The hot water supply side control means 7 is configured to control the operation of the hot water supply operation unit 6 so that hot water at a preset temperature is supplied.

The water heater side control means 7 is configured to acquire usage data relating to the usage of the water heater 1, such as the hot water usage time per day and the burner combustion amount, as well as data on the period of use of the water heater 1, as the water heater 1 is used, and transmit this data to the management server 3.

The service center 2 has multiple repair and inspection workers in charge of the area where multiple water heaters 1 are installed. The service center 2 is equipped with a business-side control means 8 that is communicatively connected to the management server 3 via the Internet line 5.

Meanwhile, in response to requests from users of water heater 1, repair and inspection workers in the area may visit residences where water heater 1 is installed to repair and inspect water heater 1. The number of visits by such repair and inspection workers tends to be fewer in the summer, when there are fewer requests for repair and inspection, and more in the winter, when there are more inspections and repairs. Figure 2 shows a simple graph showing the change in the number of monthly visits by repair and inspection workers for multiple areas (areas A, B, C). Such differences depending on the season are due to the fact that water heater 1 is used more frequently in winter than in summer, and parts are more likely to break down.

Although not shown, the service center 2 is equipped with a manually operated input device consisting of a keyboard, monitor, etc., and data related to multiple repair and inspection workers is input through the input device. Figure 3 shows a data table that numerically represents the number of visits by repair and inspection workers in each area per month, and Figure 4 shows a data table that indicates the number of repair and inspection workers in each area per month. The business-side control means 8 is configured to manage the input data related to the repair and inspection workers as described above, and to transmit this data to the management server 3.

The external communication terminal 4 is configured so that an application program for calculating the visit fee (hereinafter referred to as the operation app) can be downloaded from the management server 3 via the Internet line 5. This operation app is provided by the manufacturer of the water heater 1, etc. By operating in accordance with the operation app, it is possible to obtain information about the visit fee, as described below, from the management server 3.

As shown in FIG. 1, the management server 3 is provided with a usage data management means 10 for managing the usage data of the water heater 1 obtained from the multiple water heater side control means 7, a deterioration degree calculation means 11 for calculating the deterioration degree of the target water heater based on the data on the usage period of the target water heater among the multiple water heaters 1 and the usage data of the target water heater, a busyness calculation means 12 for calculating the busyness of the repair and inspection workers for each period based on the data on multiple repair and inspection workers, a visit fee calculation means 13 for calculating the visit fee when the repair and inspection worker visits the target water heater for repair and inspection for each period based on the deterioration degree calculated by the deterioration degree calculation means 11 and the busyness calculated by the busyness calculation means 12, and an output means 14 for outputting the visit fee to an external communication terminal 4 capable of communicating with the management server 3 via the Internet line 5.

The usage data management means 10 manages the usage data and usage period data of the water heaters 1 obtained by being transmitted from the multiple water heater side control means 7. In other words, the usage data and usage period data for the multiple water heaters 1 are accumulated and stored in an identifiable state.

When requested by the external communication terminal 4, the deterioration degree calculation means 11 calculates the deterioration degree of a target water heater based on data on the period of use of the target water heater among the multiple water heaters 1 and the usage status data of the target water heater.

The degree of deterioration is calculated as follows.
The relationship of the deterioration degree to the change in the period of use of the water heater 1 is set in advance based on past performance data, and the deterioration degree corresponding to the actual use time of the target water heater 1 is obtained. Regarding the relationship of the deterioration degree to the period of use, the relationship of the deterioration degree to the change in the period of use is set in advance based on past performance data, etc., on the assumption that the use conditions for the coming year will be similar to those for the past year, based on the usage status data and usage period data of the water heater 1 for the relevant water heater 1 managed by the usage data management means 10. For example, FIG. 7 is a graph showing the change in the deterioration degree to the change in the period of use. FIG. 8 is a table showing the change in the deterioration degree to the change in the period of use in numerical values. In the example shown in this figure, it is assumed that after about 10 years have passed since the start of use, the deterioration degree will be "70", and the probability of failure will increase.

The relationship between the deterioration level and the period of use as described above is updated and set every year after the water heater 1 is installed. In this way, the deterioration level is set in accordance with the actual usage conditions.

The busyness calculation means 12 calculates the busyness of the repair and inspection workers for each period based on the data on the multiple repair and inspection workers transmitted from the business control means 8. For example, as shown in FIG. 5, the number of visits per repair and inspection worker per month in each area is calculated from the data in the table showing the number of visits by repair and inspection workers per month in each area shown in FIG. 3 and the data in the table showing the number of repair and inspection workers per month in each area shown in FIG. 4. Next, as shown in FIG. 6, the busyness of the repair and inspection workers per month in each area is calculated. The busyness is the number of visits per repair and inspection worker per month divided by the average number of visits in all areas in a year. For example, in April in area A, the number of visits per repair and inspection worker per month is "6", and the average number of visits in all areas in a year is "3.17", so the busyness is "1.9".

The visit fee calculation means 13 calculates the visit fee for when a repair and inspection worker visits the target water heater requested from the external communication terminal 4 at a specified time based on the deterioration level and the busyness level. In other words, a new visit fee is calculated by multiplying the deterioration level corresponding magnification calculated from the deterioration level by the busyness level, in contrast to the visit fee that was previously set uniformly.

The new visit fee "Q" is calculated by multiplying the previous flat visit fee by the deterioration degree multiplier calculated from the deterioration degree and the busyness degree. In other words, if the previous visit fee is "X", the deterioration degree multiplier calculated from the deterioration degree is "Y", and the busyness degree is "Z", the new visit fee "Q" is Q = X x Y x Z.

As shown in FIG. 9, a correlation is set in advance to show the correlation between the deterioration degree and the deterioration degree corresponding magnification corresponding to that deterioration degree. The higher the deterioration degree, the higher the probability of failure, and therefore the greater the deterioration degree, the more likely the repair and inspection work will be complicated, so the magnification is set so that the fee will be higher. Then, the visit fee calculation means 13 calculates the deterioration degree corresponding magnification for weighting the visit fee according to the deterioration degree based on the correlation data shown in FIG. 9 and the deterioration degree calculated by the deterioration degree calculation means 11. FIG. 10 shows a fluctuation graph showing the visit fee set in consideration of the deterioration degree corresponding magnification in response to the difference in the visit time for a water heater 1 in area A that has been in use for 10 years. Such a calculation result is output from the output means 14 to the external communication terminal 4 via the Internet line 5, and the information can be displayed on the display unit of the external communication terminal 4.

Using the examples shown in Figures 5 to 9, we will explain the case where, with the operation app running, a request is made from the external communication terminal 4 to present the visit fee for March of the 10th year of use in area A. From the description in Figure 8, the deterioration level is "70", and from the description in Figure 9, the deterioration level corresponding magnification is "0.8". And from the description in Figure 6, the busyness level is "2.5". Therefore, if the previous visit fee is "X1", the new visit fee "Q1" is Q1 = X1 x 0.8 x 2.5 = X1 x 2.0.

As shown in FIG. 11, an employee (customer management officer) of the service center 2 operates the external communication terminal 4 to input the start date of use (date of installation) and model number, etc., for the target water heater 1. As shown in FIG. 12, the display unit of the external communication terminal 4 displays the calculated new visit fee Q1, which varies depending on the period, and the details can be confirmed.

By calculating the visit fee, the visit fee for each period can be confirmed for the water heater 1 that the user is responsible for, so it is possible to encourage the user of the water heater 1 to have the inspection work done when the fee is cheaper, rather than in the winter. In other words, it is possible to motivate the repair and inspection worker to visit when they have more time.

[Another embodiment]
(1) In the above embodiment, the busyness calculation means 12 calculates the busyness for each period based on the number of repair and inspection workers employed at the business establishment and data on the number of visits by the multiple repair and inspection workers for each period. However, instead of this configuration, for example, the busyness may be calculated by counting the number of malfunction reports from multiple water heaters 1 notifying of abnormalities in the equipment for each period.

(2) In the above embodiment, the deterioration level calculation means 11 determines the deterioration level based on the period of use and the amount of hot water usage for the target water heater. However, instead of this configuration, the deterioration level may be determined based only on the period of use, or the deterioration level may be determined based on the cumulative amount of hot water usage, and the deterioration level may be implemented in various forms.

(3) In the above embodiment, communication is performed via the Internet line 5 as a communication means, but communication may also be performed using a dedicated communication line.

The configurations disclosed in the above embodiments (including other embodiments, the same applies below) can be applied in combination with configurations disclosed in other embodiments, provided no contradictions arise. Furthermore, the embodiments disclosed in this specification are merely examples, and the present invention is not limited to these embodiments. Appropriate modifications can be made without departing from the scope of the present invention.

The present invention can be applied to a visit fee management system for managing visit fees when inspecting and repairing water heaters.

1. Water heater 2. Service center (business office)
3 Management server 4 External communication terminal 5 Internet line (communication line)
7 Water heater side control means 8 Business establishment side control means 10 Usage data management means 11 Deterioration degree calculation means 12 Busyness degree calculation means 13 Visit fee calculation means 14 Output means

Claims (5)

A plurality of water heaters each equipped with a water heater side control means;
A business-side control means provided in a business that requires a plurality of repair and inspection workers in charge of an area in which the plurality of water heaters are installed;
A management server is provided that is communicably connected to the hot water heater side control means of each of the plurality of hot water heaters and the business side control means via a communication means,
The management server includes:
a usage data management means for managing the usage data of the water heater obtained from the plurality of water heater side control means;
A deterioration degree calculation means for calculating a deterioration degree of a target water heater based on data on a usage period of the target water heater among the plurality of water heaters and the usage status data of the target water heater;
A busyness calculation means for calculating a busyness level of each repair and inspection worker for each period based on data related to the plurality of repair and inspection workers;
a visit fee calculation means for calculating a visit fee when a repair and inspection worker visits the target water heater for periodic repair and inspection based on the deterioration degree calculated by the deterioration degree calculation means and the busyness degree calculated by the busyness degree calculation means;
an output means for outputting the visit fee to an external communication terminal capable of communicating with the management server via the communication means ;
the external communication terminal is configured to be capable of inputting information and displaying the information on a screen;
The visit fee calculation means is configured to calculate the visit fee for the target water heater requested from the external communication terminal,
The external communication terminal is a visit fee management system that displays on the screen a visit fee that differs depending on the calculated period when the date of use start and identification information of the water heater to be repaired or inspected are input . The water heater side control means is configured to transmit usage status data about the water heater it is responsible for to the management server via the communication means,
The visit fee management system according to claim 1, wherein the usage data management means is configured to accumulate and store usage data about the water heater for each period in association with the water heater. The visit fee management system according to claim 1 or 2, wherein the busyness calculation means is configured to calculate the busyness for each period based on the number of repair and inspection workers belonging to the business establishment and the data on the number of visits by the multiple repair and inspection workers for each period. The visit fee management system according to any one of claims 1 to 3, wherein the deterioration degree calculation means is configured to determine the deterioration degree so that the longer the period of use of the target water heater and the greater the amount of hot water used, the greater the deterioration degree, based on a preset calculation standard. The visit fee management system according to any one of claims 1 to 4, wherein the visit fee calculation means is configured to set different visit fees for the target water heater for each period so that the visit fee is higher the greater the degree of deterioration of the target water heater and the greater the busier the period.

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