GB2386996A - Dealer service management system - Google Patents
Dealer service management system Download PDFInfo
- Publication number
- GB2386996A GB2386996A GB0305301A GB0305301A GB2386996A GB 2386996 A GB2386996 A GB 2386996A GB 0305301 A GB0305301 A GB 0305301A GB 0305301 A GB0305301 A GB 0305301A GB 2386996 A GB2386996 A GB 2386996A
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- Prior art keywords
- dealer
- data
- self
- diagnosis
- automobile
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/06—Buying, selling or leasing transactions
Abstract
A dealer service management system is composed of a dealer computer (1) for operation by an automobile dealer, a host computer system (2) connected to the dealer computer (2) through a network (3). The dealer computer (1) produces self-check data on a maintenance service implemented by the automobile dealer in response to the operation by the automobile dealer. The host computer system (2) receives the self-check data through the network (3), and diagnoses the maintenance service on the basis of the self-check data to produce dealer diagnosis result data. A fault diagnosis system is also provided.
Description
DEALER SERVICE MANAGEMENT SYSTEM
Background of the Invention
1. Field of the Invention
5, The present invention is related, in general, to a dealer management system, and more particularly, to a dealer management system for maintaining or improving the quality of customer services provided by dealers, including 10 maintenance and repair services of automobiles or vehicles. 2. Description of the Related Art
Automobile dealers generally provide 15 maintenance services of automobiles for the customers. It should be noted that the term maintenance'' means to include repair of automobiles in this specification. To provide
maintenance services, automobile dealers are 20 generally equipped with service bays as well as sales space of automobiles, and the service bays are used for the maintenance services.
The efficiency and the quality of the maintenance services have considerable influences 25 on competitive powers of automobile manufactures.
Thus, automobile manufacturers often provide maintenance manuals for respective automobile
- 2 dealers, and/or send the missionary instructors who instruct the automobile dealers in the maintenance services.
The manuals and the missionary instructors, 5 however, are often ineffective in maintaining or improving the efficiency and the quality of the maintenance service. In particular, sending missionary instructors to foreign automobile dealers is commercially unacceptable from the 10 viewpoint of the cost.
Summary of the Invention
Therefore, an object of the present invention is to provide a dealer service 15 management system effective in maintaining or improving a quality of maintenance service provided by automobile dealers.
In an aspect of the present invention, a dealer service management system is composed of a 20 dealer computer for operation by an automobile dealer, a host computer system connected to the dealer computer through a network. The dealer computer produces self-check data on a maintenance service implemented by the automobile 25 dealer in response to the operation by the automobile dealer. The host computer system receives the self-check data received through the
network and diagnoses the maintenance service on the basis of the selfcheck data to produce dealer diagnosis result data.
It is advantageous that the self-check data 5 includes process implementation self-check data which represents a self-determined evaluation of each of processes implemented for providing the maintenance service by the automobile dealer, and the host computer system diagnoses the processes 10 based on the process implementation self-check data to produce process implementation diagnosis result data, and the dealer diagnosis result data includes the process implementation diagnosis result data.
15 It is advantageous that the self-check data includes equipment selfcheck data representative of a status of equipment requested to be equipped for the automobile dealer to provide the maintenance service, the host computer system 20 diagnoses the status of the equipment based on the equipment self-check data to produce equipment diagnosis result data, and the dealer diagnosis result data includes the equipment diagnosis result data.
25 In this case, it is more advantageous that the equipment includes a plurality of items grouped into a plurality of groups, and the host
computer system diagnoses each of the plurality of groups to produce the equipment diagnosis result data.
It is advantageous if the self-check data 5 includes quality inspection result data representative of a result of a quality inspection executed on an automobile going through the maintenance service, and the host computer system diagnoses a quality of the 10 maintenance service based on the quality inspection result data to produce quality diagnosis result data.
It is advantageous that the host computer system produces dealer instruction data 15 representative of an instruction for a dealer based on the dealer diagnosis information, and the host computer system sends the dealer diagnosis result data and the dealer instruction data to the dealer computer.
20 In another aspect of the present invention, a dealer service management server is composed of means for receiving self-check data on a maintenance service provided by an automobile dealer from a dealer computer, means for 25 diagnosing the maintenance service based on the self-cheCk data to produce dealer diagnosis result data, and means for sending the dealer
- 5 - diagnosis result data to the dealer computer.
In still another aspect of the present invention, a computer-implemented method of managing a dealer maintenance service is composed 5 of:, receiving self-check data on a maintenance service provided by an automobile dealer from a dealer computer; diagnosing the maintenance service based on 10 the self-check data to produce dealer diagnosis result data; and sending the dealer diagnosis result data to the dealer computer.
In yet still another aspect of the present 15 invention, a computerreadable medium recording a computer program, the computer program including: receiving self-check data on a maintenance service provided by an automobile dealer from a dealer computer 20 diagnosing the maintenance service based on the self-check data to produce dealer diagnosis result data; and sending the dealer diagnosis result data to the dealer computer.
Brief Description of the Drawings
Pi g 1 is a schematic of the dealer service
-6 management system in one embodiment according to the present invention; Fig. 2 shows exemplary dealer clinic self check data: 5 Fig. 3 shows a top page of a dealer clinic Web site; Fig. 4 shows a country selection page of the dealer clinic Web site; Fig. 5 shows a dealer selection page of the 10 dealer clinic Web site; Fig. 6 shows a menu page of the dealer clinic Web site; Fig. 7 shows a self-check data upload page of the dealer clinic Web site; 15 Fig. 8 shows an input format provided to input dealer clinic self-check data; Fig. shows a dealer clinic standard data sheet; Fig. 10 shows an exemplary result of 20 "dealer clinic"; Fig. 11 shows a radar chart used to visually present the result of the "dealer clinic"; Fig. 12 shows an input format used to input 25 ranks with respect to an "equipment group for improved quality"; Fig. 13 shows an input format used to input
7 - ranks with respect to an "equipment group for improved efficiency"; Fig. 14 shows an input format used to input ranks with respect to an "equipment group for 5 safely"; Fig. 15 shows an input format used to input ranks with respect to a "consumable supply group"; Fig. 16 shows a graph that represents an 10 exemplary result of "equipment diagnosis"; Fig. 17 shows an exemplary quality inspection result data; Fig. 18 shows a graph that represents an exemplary result of "quality-of-service 15 diagnosis"; and Fig. 19 shows a dealer history browse page of the dealer clinic Web site.
Description of the Preferred Embodiments
20 An embodiment of a dealer service management system according to the present invention will be described below with reference to the attached drawings.
25 System Structure In one embodiment according to the present invention, as shown in Fig. 1, a dealer service
-8 management system is provided with dealer computers 1 for operation by automobile dealers and a host computer system 2 for operation by a manufacture of automobiles. The dealer computers 5 1 are, connected to the host computer system 2 through the Internet 3. The dealer computers l include software to access the host computer system 2 through the Internet 3, such as WWW (World Wide Web) browsers.
10 The host computer system 2 includes a customer management server 4, a dealer management server 5, and an OJT server 6. The customer management server 4, the dealer management server 5 and the OJT server 6 are connected to each 15 other through an intranet 7O The customer management server 4 is used for customer management. The customer management server 4 is provided with a customer database 4a for the customer management. The customer 20 database 4a contains therein customer-specific data typically including customer names, customer addresses, telephone numbers, and names of automobiles currently and/or previously possessed by the customers.
25 The dealer management server 5 is used for management of automobile dealers. Firstly, the dealer management server 5 stores dealer-specific
information on automobile dealers. The dealer management server 5 provides the dealer-specific information for qualified users, including the dealers and the manufacture, if requested.
5, Secondly, the dealer management server 5 provides each automobile dealer with dealer diagnosis on the maintenance service provided by the automobile dealer. An automobile dealer desiring the dealer diagnosis is requested to 10 send a diagnosis request to the dealer management server 5 through the dealer computer 1 provided for the desiring automobile dealer. In response to the diagnosis request, the dealer management server 5 provides the dealer diagnosis for the 15 automobile dealer. Details of the dealer diagnosis executed by the dealer management server 5 will be described below. When the dealer diagnosis proves that technicians working for the associated automobile dealer need on-the-job 20 training, the dealer management server 5 send an OJT requests to the OJT server 6, which is used for the management of on-the-job training as described below.
To appropriately execute the dealer 25 management thus described, the dealer management server 5 is provided with a dealer database 5a, a diagnosis history database 5b, a diagnosis
-10 standard database 5c, and a technician database 5d. The dealer database 5a contains therein the dealer-specific information. The dealerspecific 5 information typically includes types of organizations of the automobile dealers (such as incorporated or private company), their locations or addresses, and their market territories. If requested, the dealer management server 5 10 provides dealer-specific information on the basis of the dealer database 5a.
The diagnosis history database 5b contains therein results of the dealer diagnosis generated by the dealer management server 5. All or the 15 results of the dealer diagnosis are stored in the diagnosis history database Sb.
The diagnosis standard database 5c contains therein information on standards of the dealer diagnosis. The dealer management server 5 20 executes the dealer diagnosis on the basis of the diagnosis standard database 5c.
The technician database Ed contains therein information on skills of technicians working for each automobile dealer. The technician database 25 5d is used for determining the necessity of the on-the-job training.
The OJT server 6 is responsive to the OJT
- 11 request from the dealer management server 5 for providing an OJT program for the associated automobile dealer. The OJT server 6 sends data on the OJT program to the dealer computer 1 for 5 operation of the associated automobile dealer.
The technicians working for the associated automobile dealer browses the OJT program on the associated dealer computer 1 to be trained according to the OJT program.
10 In order to generate the OJT program, The OJT server 6 includes an OJT database 6a. The OJT database 6a accumulates therein the basic programs serving as the base of the OJT program to be sent to the technician, The OJT server 6 15 combines the basic programs and then generates the OJT program to be sent to the technician.
Dealer Diagnosis The dealer diagnosis, which is provided by 20 the dealer management server 5, includes "dealer clinic, "equipment diagnosis", and "quality-of-
service diagnosis", The "dealer clinic" involves diagnosing processes implemented in the maintenance service.
25 The result of the "dealer clinic" is represented by scores determined for the respective processes implemented in the maintenance service and a
total score that is the sum of the determined scores. An automobile dealer desiring the "dealer clinic" is requested to upload process self- check 5 data,, which represents the result of the self-
check of the respective processes implemented in the maintenance service, to the dealer management server 5. The process self-check data, which is used for the "dealer clinic", may be referred to 10 as the dealer clinic self-check data, hereinafter.
The dealer clinic self-check data includes scores determined by the automobile dealer for respective check items defined for each of the processes implemented in the maintenance service.
15 Fig. 2 shows an example of the dealer clinic self-check data. An exemplary maintenance service includes "reception", "estimation", "final quality inspection", and other processes.
Check items defined for the process "reception" 20 includes "manner of reception clerk", "confirmation of damaged area and condition", "use of check list", "use of seat cover and steering wheel cover", and "arrangement of delivery repaired automobile". The automobile 25 dealer is required to determine scores for the respective check items to produce the dealer clinic self-check data, which is composed of the
- 13 self-determined scores.
The dealer management server 5 executes the "dealer clinic" on the basis of the dealer clinic self-check data, and produces dealer clinic 5 result data which represents the result of the "dealer clinic", that is, the result of diagnosis on the processes implemented in the maintenance service. The dealer management server 5 then sends the dealer clinic result data to the 10 associated dealer computer 1 to allow the automobile dealer to browse the result of the "dealer clinic a, The "equipment diagnosis" involves diagnosing the equipment of each automobile 15 dealer used for providing the maintenance service.
An improved maintenance service requires improved equipment, such as an MIG welder, an infrared heating system, and thus the equipment of automobile dealers is evaluated by the "equipment 20 diagnosis". It should be understood that the equipment is not limited to facilities, apparatuses and tools, but includes consumable supplies. The dealer desiring the "equipment 25 diagnosis" is requested to upload equipment self-
check data to the dealer management server 5. The equipment self-check data includes the result of
- 14 the self-check of the equipment equipped with the automobile dealer. The equipment self-check data is composed of data representative of whether the automobile dealer is equipped with necessary 5 equipment, including facilities, tools and supplies, and whether the equipped equipment are appropriately used.
The dealer management server 5 executes the "equipment diagnosis" on the basis of the 10 equipment self-check data, and produces equipment diagnosis result data representative of the result of the "equipment diagnosis" to the associated dealer computer 1. The dealer management server 5 then sends the equipment 15 diagnosis result data to the associated dealer computer 1 to allow the automobile dealer to browse the result of the "equipment diagnosis".
The "quality-of-service diagnosis" involves diagnosing the quality of the maintenance service 20 provided by each dealer. The dealer desiring the "quality-of-service diagnosis" is requested to upload quality inspection result data to the dealer management server 5. The quality inspection result data represents the result of a 25 final quality inspection of an automobile executed at the final process of the maintenance service. All the automobiles provided with the
- 15 maintenance service go through the final quality inspection. The final quality inspection involves checking the automobile to find quality defects, such as a flaw, a color irregularity and an 5 alignment defect. A quality inspection result data is representative indicative of the result of the final quality inspection. The quality inspection result data includes names of technicians carrying out the respective processes lo implemented in the maintenance service.
The dealer management server 5 executes the "quality-of-service diagnosis" on the basis of the quality equipment result data, and produces quality diagnosis result data representative of 15 the result of the "quality-of-service diagnosis" to the associated dealer computer 1. The dealer management server 5 then sends the quality diagnosis result data to the associated dealer computer 1 to allow the automobile dealer to 20 browse the result of the "quality-of-service diagnosis". The dealer management server 5 stores dealer diagnosis result data representative of the result of the dealer diagnosis in the 25 diagnosis history database 5b, which includes the dealer clinic result data, the equipment diagnosis result data, and the quality diagnosis
result data. As described, the dealer clinic result data, the equipment diagnosis result data, and the quality diagnosis result data are respectively representative of the results of the 5 "dealer clinic", the "equipment diagnosis" and the "quality-of-service diagnosis". The dealer management server 5 provides the dealer diagnosis result data in response to a request from the dealer computer 1.
10 When the dealer diagnosis proves the necessity for providing some instructions for the automobile dealer, the dealer management server 5 produces dealer instruction data representative of the instructions to be provided for the 15 automobile dealer. The dealer instruction data is stored in the diagnosis history database 5b along with the dealer diagnosis result data.
Furthermore, when the dealer diagnosis proves the necessity for providing an OJT program 20 for training technicians working for the automobile dealer, the dealer management server 5 transmits an OJT request to the OJI server 6 to request the generation of the OJT program.
25 Dealer Clinic Web Site Exchange of data between the dealer management server 5 and the dealer computers 1 is
achieved through a dealer clinic Web site on the Internet 3 provided by the dealer management server 5. First, the dealer clinic Web site allows qualified users to access the dealer 5 database 5a storing the dealerspecific information. Furthermore, the dealer clinic Web site allows the automobile dealers to upload the dealer clinic self-check data, the equipment self-check data, and the quality inspection 10 result data, which are respectively used for the "dealer clinic", the "equipment diagnosis", and the "quality-of-service diagnosis". The provision of the dealer clinic Web site is achieved on the basis of a computer program stored in a storage 15 device implemented within the dealer management server 5.
Fig. 3 shows a top page 21 of the dealer clinic Web site. When an automobile dealer accesses the dealer clinic Web site by the dealer 20 computer 1, the top page 21 of the dealer clinic Web site is displayed on the dealer computer 1.
The top page 21 includes an ID input section 22, and a password input section 23.
When the automobile dealer correctly inputs 25 an ID code into the ID input section 22 and a password 23 into the password input section 23, a country selection page 24 is displayed on the
- 18 dealer computer 1, as shown in Fig. 4. The country selection page 24 includes a country selection pull-down menu 25 to allow the user to select a country where the automobile dealer is 5 resident.
When the automobile dealer selects the resident country with the pulldown menu 25, a dealer selection page 26 is displayed on the dealer computer 1, as shown in Fig. 5. The dealer 10 selection page includes a location selection pull-down menu 27 and a shop name pull-down menu 28. Selecting the location and the shop name respectively with the location selection pull-
down menu 27 and the shop name pull-down menu 28 15 allows the dealer management server 5 to identify the automobile dealer logging in the dealer clinic Web site.
After identifying the automobile dealer, the dealer management server 5 sends a menu page 20 29 to the associated dealer computer 1, and the menu page 29 is displayed on the dealer computer l, as shown in Fig. 6. The menu page 29 includes a dealer information browse button 30, a self-
check data upload button 31 and a diagnosis 25 history browse button 32.
Selecting the dealer information reading button 30 allows the automobile dealer to access
-19 a dealer information page through which the dealer-specific information stored in the dialer database 5b can be browsed.
Selecting the check data upload button 31 5 allows the automobile dealer to access a self-
check data upload page that is used to upload the data necessary for the dealer diagnosis, including the dealer clinic self-check data, the equipment self-check data, and the quality 10 inspection result data.
Fig. 7 shows the self-check data upload page, which is denoted by the numeral 33. The self-check data upload page 33 includes a dealer clinic self-check data input button 34, an 15 equipment self-check data input button 35 and a quality inspection result upload button 36.
Selecting the dealer clinic self-check data input bottom 34 allows the automobile dealer to upload the dealer clinic self-check data, which is used 20 for the "dealer clinic". Selecting the equipment self-check data input button 35 allows the automobile dealer to upload the equipment self-
check data, which is used for the "equipment diagnosis". Selecting the quality inspection 25 result upload button 36 allows the automobile dealer to upload the quality inspection result data, which is used for the "quality-of-service
-20 diagnosis". With reference to Fig. 6, selecting the diagnosis history browse button 32 allows the automobile dealer to access the dealer diagnosis 5 history page used for providing a history of the dealer diagnosis associated with the automobile dealer. Process of Dealer Diagnosis 10 An automobile dealer desiring the dealer diagnosis is requested to access the dealer clinic Web site, and to upload the necessary data to the dealer management server 5. The dealer clinic Web site requests the input of the data 15 used for identifying the automobile dealer, including the ID code, the password, the resident country and location, and the shop name.
Selecting the self-check data upload button 31 on the main menu 29 after the dealer identifying 20 data allows the self-check data upload page 33 to be displayed on the associated dealer computer 1.
Selecting the button 34, 35, and 36 on the self-
check data upload page 33 respectively allows the automobile dealer to be provided with the "dealer 25 clinic", the "equipment diagnosis", and the "quality-of-service diagnosis".
Dealer Clinic The automobile dealer desiring the "dealer clinic" is requested to select the dealer clinic self-check data input button 34. As shown in Fig. 5 8, selecting the dealer clinic self-check data input button 34 allows the dealer management server 5 to provide an input format 37 on the dealer computer 1. The input format 37 includes input sections 38 used to input scores self 10 determined for the respective check items, which are defined for each process implemented for the maintenance service. Selecting a completion button 39 after filling the respective input sections 38 with the self-determined scores 15 allows the scores to be uploaded as the dealer clinic self-check data to the dealer management server 5.
After the upload of the dealer clinic self-
check data, the dealer management server 5 20 executes the "dealer clinic" on the basis of the uploaded dealer clinic self-check data.
The following is the procedure of the "dealer clinic". When the dealer clinic self-
check data is uploaded, the dealer management 25 server 5 obtains a dealer clinic standard data sheet from the diagnosis standard database 5c.
Fig. 9 shows the dealer clinic standard
- 22 data sheet. The dealer clinic standard data sheet defines significance for each check item. The significance of each check item is represented by a value in a range between 1 and 100 %. For 5 example, with regard to the process "reception", the significance values of 20 % are respectively given to the respective check items of "manner of reception clerk", " confirmation of damaged area and condition", "use of check list", "use of 10 sheet cover and steering wheel cover" and "assignment of delivery of repaired automobile".
The dealer management server 5 calculated the products of the significance values and the self-determined scores with respect to the 15 respective check items, and sums the products to determine diagnosis result scores for the respective processes.
For example, with reference to Fig. 2, let scores "5", "5", "0", "0" and "5" be respectively 20 given to the check items "manner of reception clerk", "confirmation of damaged area and condition], "use of check list", "use of sheet cover and steering wheel cover" and the "assignment of delivery of repaired automobile", 25 which are defined for the process "reception". In addition, as shown in Fig. 9, let the significance values of 20 % be respectively given
- 23 to the check items defined for the process "reception". The dealer management server 5 determines the diagnosis result score of the process "reception" to be "3" in accordance with 5 the following equation: 5xo,2 + 502 + oX0.2 + ox0.2 + 5x0.2 = 3 The same goes for the other processes implemented in the maintenance service to determine the diagnosis result values of the respective lo processes.
In addition, the dealer management server 5 sums the diagnosis result scores, which are respectively determined for the respective processes, to determine a total score, which 15 provides a comprehensive evaluation of the maintenance service provided by the automobile dealer. The result of the "dealer clinic" is represented by the diagnosis result scores, and 20 the total score. Fig. 10 shows an example of the result of the "dealer clinic".
When the "dealer clinic" proves the necessity, the dealer management server 5 analyzes the uploaded dealer clinic self-check 25 data to provide instructions necessary for improving the maintenance service provided by the automobile dealer. In order to provide necessary
instructions, dealer instruction data describing the association of the result of the "dealer clinic" to instructions to be provided is previously prepared in the diagnosis standard 5 database 5c. The dealer management server 5 generates the necessary instructions on the basis of the dealer instruction data in the diagnosis standard database 5c.
The diagnosis result scores, the total 10 score, and the necessary instructions are integrated to produce the dealer clinic result data. The dealer clinic result data is stored in the diagnosis history database 5b.
The dealer management server 5 generates a 15 radar chart to visually present the dealer clinic result data on the dealer computer 1. Fig. 11 shows the radar chart displayed on the dealer computer 1. The radar chart visually describes the diagnosis result values of the respective 20 processes comprised in the maintenance service.
The radar chart includes a section on the top portion to describe the total score. When any instruction(s) is provided for the automobile dealer, the instruction is described in a comment 25 section 40 included in the radar chart.
The provision of the radar chart completes the "dealer clinic".
- 25 Equipment Diagnosis With reference to Fig. 7, selecting the equipment self-check data input button 35 on the 5 self-check data upload page 33 allows the dealer management server 5 to provide the "equipment diagnosis" for the automobile dealer. In response to the equipment self- check data input button 35 being selected, the dealer management server 5 10 provides input formats for the dealer computer 1 to prompt the automobile dealer to input the equipment self-check data. The facilities, the apparatuses, the tools, the consumable supplies, and
the like used for 15 providing the maintenance service, which are collectively referred to as "items" hereinafter, are grouped into four equipment groups including an "equipment group for improved quality, an "equipment group for improve efficiency", an 20 "equipment group for safety", and a "consumable supply group". The automobile dealer is requested to input the equipment self-check data for each of the equipment groups.
When the equipment self-check data input 25 button 35 is selected, an input format 41 is firstly provided on the dealer computer 1 to allow the automobile dealer to input part of the
- 26 equipment self-check data with respect to the "equipment group for improved quality", as shown in Fig. 12. The input format 41 includes selection sections 42 to determine ranks for the 5 respective items belonging to the "equipment group for improved quality". The ranks determined for the items includes "A", "B" and "C". The rank "A" implies that the automobile dealer is equipped with the associated item, and the 10 associated item is actually used for the maintenance. The rank "B" implies that the automobile dealer is equipped with the associated item, but the item is not used for the maintenance. The rank "C" implies that the 15 automobile dealer is not equipped with the associated item. Clicking on each selection section 42 provides the associated item for a check representing the rank thereof. In response to a completion button 43 being selected after 20 providing the ranks for the respective items, the dealer management server 5 obtains the ranks as part of the equipment self-check data associated with the "equipment group for improved quality".
The same goes for the "equipment group for 25 improved efficiency", the "equipment group for safety", and the "consumable supply group". In response to the completion button 43 being
selected, the dealer management server 5 provides an input format 44 on the dealer computer 1 to prompt the automobile dealer to input part of the equipment self-check data on the "equipment group 5 for improved efficiency", as shown in Fig. 13.
In response to a completion button 45 being selected after providing ranks for the respective items comprised in the "equipment group for improved efficiency", the dealer management 10 server 5 provides an input format 46 on the dealer computer 1 to prompt the automobile dealer to input part of the equipment self-check data on the "equipment for safety", as shown in Fig. 14.
Then, in response to a completion button 47 15 being selected after providing ranks for the respective items comprised in the "equipment for safety", the dealer management server 5 provides an input format 48 on the dealer computer 1 to prompt the automobile dealer to input part of the 20 equipment self-check data with respect to the "material and consumable supplies", as shown in Fig. 15. Selecting a completion button 49 after providing ranks for the respective items comprised in the material and consumable 25 supplies" completes the input of the equipment self-check data. The dealer management server 5 stores therein the inputted equipment self-check
data. After the registration of the equipment self-check data, the dealer management server 5 executes the ''equipment diagnosis" on the basis 5 of the equipment self-check data. The dealer management server 5 calculates a diagnosis result score for each equipment group on the basis of the ranks provided for the items comprised in each equipment group. The dealer management 10 server 5 gives a score "2" to the item provided with the rank "A", a score "1" to the item provided with the rank "B", and a score "O" to the item provided with the rank "C". The dealer management server 5 then calculates the sum of 15 the given scores for all of the items comprised in each equipment group. Then, the dealer management server 5 calculates the partial sum of the scores provided for the respective items of each equipment group, and determines a ratio of 20 the calculated partial sum to the perfect score as a diagnosis result score of the associated equipment group. Furthermore, the dealer management server 5 calculates a total sum of the partial sums, and determines a ratio of the total 25 sum to the perfect score as a total diagnosis result score. The total diagnosis result score numerically expresses the comprehensive
- 29 evaluation of the equipment of the automobile dealer. The separate diagnosis of the equipment groups is effective in providing detailed 5 analysis of the equipment. For example, a low score of the "equipment group for improved efficiency" indicates that the automobile dealer tends to be poor in a TAT (turn around time).
The dealer management server 5 then 10 analyzes the equipment self-check data with reference to the diagnosis standard database 5c.
When the analysis of the equipment self-check data proves the necessity for providing any instruCtiOn(S) for the automobile dealer with 15 respect to the equipment, the dealer management server 5 determines the content of the instruction(s) on the basis of the dealer instruction data stored in the diagnosis standard database 5c.
20 The dealer management server 5 integrates the diagnosis result scores respectively determined for the equipment groups, the total score, and the instruction(s) to generate the equipment diagnosis result data representative of 25 the result of the "equipment diagnosis". The equipment diagnosis result data is stored in the diagnosis history database 5b.
The dealer management server 5 then displays a graph on the dealer computer 1 to visually present the equipment diagnosis result data. Fig. 16 is an example of the graph 5 displayed on the dealer computer 1. The graph illustrates, starting from the left, the total diagnosis result score, and the diagnosis result scores of the "equipment group for improved quality", the "equipment group for improved 10 efficiency" the "equipment group for safety" and the "consumable supply group". The graph includes bars 50 to 54 representative of levels of the equipment of other automobile dealers. This allows the automobile dealer to obtain the 15 relative evaluation of the equipment thereof.
When any instruction(s) is provided for the automobile dealer, the instruction(s) is described on the graph. This allows the automobile dealer to obtain a strategy for the 20 improvement of the equipment.
The provision of the graph on the dealer computer 1 completes the "equipment diagnosis".
Ouality-of-Service Diagnosis 25 With reference to Fig. 7, selecting the quality inspection result upload button 36 on the self-cheCk data upload page 33, allows the dealer
management server 5 to provide the automobile dealer with the "quality-ofservice diagnosis".
The automobile dealer desiring the "quality-of-service diagnosis" is required to 5 store in the associated dealer computer 1 the quality inspection result data, which represent the results of the final quality inspections executed at the final step of the maintenance services. lo Fig. 17 shows an example of the quality inspection result data. The quality inspection result data includes various check items. Every time the automobile dealer provides the maintenance service and executes the final 15 quality inspection, the automobile dealer is required to inputs the scores for the respective check items to the dealer computer 1. The inputted scores are used as the quality inspection result data.
20 The quality inspection result data is required to be accompanied by the technician name data representative of the names of the technicians who executes the respective processes of the maintenance services.
25 Selecting the quality inspection result upload button 36 shown in Fig. 7 allows the dealer computer 1 to upload the quality
- 32 inspection result data to the dealer management server 5.
In response to the upload of the quality inspection result data, the dealer management 5 server 5 executes the "quality-of-service diagnosis". The "quality-of-service diagnosis" includes statistical analysis of the quality inspection result data for determining the main factors of the quality defects.
10 When the statistical analysis of the quality inspection result data proves the necessity, the dealer management server 5 generates the instructions to be provided for the automobile dealer with reference to the diagnosis 15 standard database 5c.
The dealer management server 5 integrates the result of the statistical analysis of the quality inspection result data and the determined instructions to generate the quality-of-service 20 diagnosis result data representative of the result of the "quality-of-service diagnosis". The quality-of-service diagnosis result data is stored in the diagnosis history database 5b.
The dealer management server 5 then 25 develops a graph visually presenting the quality-
of-service diagnosis result data on the dealer computer 1. Fig. 18 shows an example of the
- 33 displayed graph. The graph illustrates the ratio of the frequency of each quality defect to the entirety. The quality defects are arranged in the descending order of the frequencies starting from 5 the left. The graph additionally includes the instructionts) given to the automobile dealer.
When the analysis of the quality inspection result data proves the necessity for providing an OJT program for the technicians of the automobile 10 dealer, the dealer management server 5 issues an OJT request to the OJT server 6. The OJT request includes quality-of-service diagnosis result data and the technician name data. In response to the OJT request, the OJT server 6 generates the 15 necessary OJT program, and transmits the generated OJT program to the dealer computer 1.
The dealer computer 1 is used for providing the technicians with the OJT program. Consequently, the OJT program is used for improving the skills 20 of the technicians.
The provision of the graph (and the OJT program if necessary) completes the "quality-of-
service diagnosis n.
With reference to Fig. 6, the dealer clinic 25 Web site allows the automobile dealer to browse the results of the dealer diagnosis, which includes the "dealer clinic", the "equipment
- 34 diagnosis" and the "quality-of-service diagnosis", through the dealer history reading page after the provision of the dealer diagnosis. Selecting the diagnosis history browse button 32 on the menu 5 page, 29 allows the dealer management server 5 to provide a dealer history browse page 55 for the dealer computer 1, as shown in Fig. 19. The dealer history browse page 55 includes a dealer clinic result browse button 56, an equipment 10 diagnosis result browse button 57, and a quality-
of-service diagnosis result browse button 58.
Selecting the button 56 allows the automobile dealer to browse the results of the "dealer clinic". In the same way, selecting the button 57, 15 and 58, respectively allows the automobile dealer to browse the results of the "equipment diagnosis" and the "quality-of-service diagnosis".
As explained above, the dealer service management system in this embodiment allows 20 various data on the maintenance service implemented by each automobile dealer to be uploaded in the dealer management server 5 of the host computer system 2. In response to the uploaded data, the dealer management server 5 25 provides the dealer diagnosis for the automobile dealer, which includes necessary instruction(s) for improving the maintenance service of the
- 35 automobile dealer. If necessary, the OJT server 6 provides an OJT program to the technician(s) working for the automobile dealer. Such the dealer service management system is effective in 5 maintaining or improving the qualities of the maintenance services provided by the automobile dealers. Although the invention has been described in its preferred form with a certain degree of 10 particularity, it is understood that the present disclosure of the preferred form has been changed
in the details of construction and the combination and arrangement of parts may be resorted to without departing from the spirit and 15 the scope of the invention as hereinafter claimed.
Each feature disclosed in this specification (which
term includes the claims) and/or shown in the drawings may be incorporated in the invention independently of other disclosed and/or illustrated features.
20 Statements in this specification of the "objects of
the invention" relate to preferred embodiments of the invention, but not necessarily to all embodiments of the invention falling within the claims.
The description of the invention with reference to the
25 drawings is by way of example only.
The text of the abstract filed herewith is repeated here as part of the specification.
/ A dealer service management system is composed of a dealer computer (1) for operation by an automobile dealer, a host computer system (2) connected to the dealer computer (2) through 5 a network (3). The dealer computer (1) produces self-check data on a maintenance service implemented by the automobile dealer in response to the operation by the automobile dealer. The host computer system (2) receives the self-check 10 data through the network (3), and diagnoses the maintenance service on the basis of the self-
check data to produce dealer diagnosis result data.
Claims (11)
1. A dealer service management system comprising: a dealer computer for operation by an automobile dealer: a host computer system connected to said dealer computer through a network, wherein said dealer computer produces self check data on a maintenance service implemented by said automobile dealer in response to said 10 operation by said automobile dealer, and wherein said host computer system receives said self-check data through said network and diagnoses said maintenance service based on said self-check data to produce dealer diagnosis 15 result data.
2. The dealer service management system according to claim l, wherein said self-check data includes process implementation self-check data which represents a self-determined 5 evaluation of each process implemented for providing said maintenance service by said automobile dealer, and wherein said host computer system diagnoses said processes based on said process 10 implementation self-check data to produce process
implementation diagnosis result data; and wherein said dealer diagnosis result data includes said process implementation diagnosis result data.
3. The dealer service management system according to claim 1, wherein said self-check data includes equipment self-check data representative of a status of equipment requested 5 to be equipped for said automobile dealer to provide said maintenance service, wherein said host computer system diagnoses said status of said equipment based on said equipment self-check data to produce equipment 10 diagnosis result data, and wherein said dealer diagnosis result data includes said equipment diagnosis result data.
4. The dealer service management system according to claim 3, wherein said equipment includes a plurality of items grouped into a plurality of groups, and 5 wherein said host computer system diagnoses each of said plurality of groups to produce said equipment diagnosis result data.
5. The dealer service management system
according to claim 1, wherein said self-check data includes quality inspection result data representative of a result of a quality S inspection executed on an automobile going through said maintenance service, wherein said host computer system diagnoses a quality of said maintenance service based on said quality inspection result data to produce 10 quality diagnosis result data.
6. The dealer service management system according to claim 1, wherein said host computer system produces dealer instruction data representative of an instruction for a dealer 5 based on said dealer diagnosis information, and said host computer system sends said dealer diagnosis result data and said dealer instruction data to said dealer computer.
7. A dealer service management server comprising: means for receiving self-check data on a maintenance service provided by an automobile 5 dealer from a dealer computer; means for diagnosing said maintenance service based on said self-check data to produce dealer diagnosis result data: and
means for sending said dealer diagnosis 10 result data to said dealer computer.
8. A computer-implemented method of managing a dealer maintenance service comprising: receiving self-check data on a maintenance service provided by an automobile dealer from a 5 dealer computer; diagnosing said maintenance service based on said self-check data to produce dealer diagnosis result data: and sending said dealer diagnosis result data 10 to said dealer computer.
9. A computer-readable medium recording a computer program for carrying out the steps of: receiving self-check data on a maintenance 5 service provided by an automobile dealer from a dealer computer diagnosing said maintenance service based on said self-check data to produce dealer diagnosis result data; and 10 sending said dealer diagnosis result data to said dealer computer.
10. A dealer service management system, a dealer service management server or a method of managing a dealer maintenance service substantially as herein described with reference to 5 any office accompanying drawings.
11. A fault diagnosis system comprising, at a maintenance site, means for inputting data relating to the extent of a maintenance service to be performed on a vehicle, and means 10 for transmitting the data through a network to a data evaluation site comprising means for receiving the transmitted data and means for processing the received data to diagnose the likelihood of a fault remaining in the vehicle following the performance of the service at the maintenance site.
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| JP2002063912A JP2003263515A (en) | 2002-03-08 | 2002-03-08 | Dealer service management system, dealer service management method, and computer program for dealer service management |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| GB0305301D0 GB0305301D0 (en) | 2003-04-09 |
| GB2386996A true GB2386996A (en) | 2003-10-01 |
Family
ID=19193034
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| GB0305301A Withdrawn GB2386996A (en) | 2002-03-08 | 2003-03-07 | Dealer service management system |
Country Status (4)
| Country | Link |
|---|---|
| JP (1) | JP2003263515A (en) |
| CN (1) | CN1444170A (en) |
| AU (1) | AU2003200976A1 (en) |
| GB (1) | GB2386996A (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CA2364188A1 (en) * | 2000-11-29 | 2002-05-29 | Reynolds And Reynolds Holdings, Inc. | Improved loyalty link method and apparatus for integrating customer information with dealer management information |
| KR100621430B1 (en) * | 2004-07-28 | 2006-09-13 | 삼성전자주식회사 | Apparatus and method for managing vehicle maintenance information in mobile communication terminal |
| JPWO2006137137A1 (en) * | 2005-06-22 | 2009-01-08 | 富士通株式会社 | Customer management device |
Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2003003160A2 (en) * | 2001-06-27 | 2003-01-09 | Maritz Inc. | System and method for addressing a performance improvement cycle of a business |
-
2002
- 2002-03-08 JP JP2002063912A patent/JP2003263515A/en active Pending
-
2003
- 2003-03-07 AU AU2003200976A patent/AU2003200976A1/en not_active Abandoned
- 2003-03-07 GB GB0305301A patent/GB2386996A/en not_active Withdrawn
- 2003-03-07 CN CN 03120217 patent/CN1444170A/en active Pending
Patent Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2003003160A2 (en) * | 2001-06-27 | 2003-01-09 | Maritz Inc. | System and method for addressing a performance improvement cycle of a business |
Also Published As
| Publication number | Publication date |
|---|---|
| AU2003200976A1 (en) | 2003-09-25 |
| CN1444170A (en) | 2003-09-24 |
| JP2003263515A (en) | 2003-09-19 |
| GB0305301D0 (en) | 2003-04-09 |
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