JP2001331572A - Method and system for equipment diagnosis - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable a user to concretely respond to the diagnosis result of an equipment and to increase the advertisement effect of a store and a maker. SOLUTION: The equipment diagnostic system is equipped with a provider terminal 3 to which a user terminal 2, a store terminal 4, and a maker terminal 5 are connected through a communication line. The provider terminal 3 diagnoses received equipment state information, preferentially selects equipment sale information or maker information relating to it, and sends the diagnosis information and selected equipment sale information or maker information to the respective terminals 2, 4, and 5.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

The present invention relates to a device diagnosis method and a device diagnosis system, and more particularly to a device diagnosis method and a device diagnosis system using a communication line such as the Internet, an intranet, and wireless communication.

[0002]

2. Description of the Related Art As a conventional system for diagnosing the actual use of equipment, as shown in Japanese Patent Application Laid-Open No. H11-120473, the usage time, frequency, and operation contents of household appliances are totaled. In some cases, a central tabulation device is contacted via a communication line, the information tabulation device compares the past and present usage conditions, diagnoses the information, and provides the user with information for reviewing how to use the device.

[0003]

However, the conventional system for diagnosing the actual use of a device merely provides the user with information for reconsidering how to use the device. It is not clear information on how to specifically replace the equipment or request repair based on the information.

[0004] Further, the use actual state diagnosis system has not been disclosed that a device dealer or a device maker participates.

It is an object of the present invention to provide a device diagnosis method and a device diagnosis system capable of providing information with high advertising effect of a store or a maker, in which a user can specifically respond to a result of device diagnosis. It is in.

[0006]

A first feature of the present invention to achieve the above object is that a provider terminal receives device status information transmitted from a user terminal via a communication line, Storing the received device status information in the storage device of the provider terminal, receiving the store information transmitted from the store terminal via the communication line at the provider terminal, and Storing in the storage device of the provider terminal, diagnosing the received device status information with the provider terminal, selecting the dealer information related to the diagnosis result, and performing a diagnosis based on the diagnosis result Transmitting information and the selected store information from the provider terminal to the user terminal.

According to a second feature of the present invention, further, a step of receiving customer information transmitted from a user terminal via a communication line at a provider terminal, and storing the received customer information in a storage device of the provider terminal. And a step of transmitting the customer information stored in the storage device of the provider terminal to the store terminal.

[0008] A third feature of the present invention is that the apparatus status information includes an abnormal state of the apparatus, and has a step of transmitting the information on the abnormal state to the store terminal.

A fourth feature of the present invention is a step of receiving, at a provider terminal, device status information transmitted from a user terminal via a communication line, and storing the received device status information in a storage device of the provider terminal. Storing the maker information transmitted from the maker terminal via a communication line at the provider terminal, storing the received maker information in a storage device of the provider terminal, Diagnosing situation information at the provider terminal, selecting the maker information related to the diagnosis result, and transmitting the diagnosis information based on the diagnosis result and the selected maker information from the provider terminal to the user terminal. And a step of transmitting to

A fifth feature of the present invention is that the maker information includes a device status template which is a reference for diagnosis, and the step of diagnosing at the provider terminal compares the received device status information with the device status template. In that the configuration is performed.

A sixth feature of the present invention resides in that the apparatus status information includes an abnormal state of the apparatus and a step of transmitting the information on the abnormal state to the maker terminal.

A seventh feature of the present invention is that the method further comprises a step of adding dealer information and manufacturer information to diagnostic information based on a diagnostic result and transmitting the result from the provider terminal to the user terminal.

An eighth feature of the present invention is a device diagnosis system including a provider terminal to which a user terminal and a store terminal are connected via a communication line, wherein the provider terminal includes a control device, a storage device, and a storage device. Having a communication device, the control device has a function of receiving device status information transmitted from the user terminal via the communication line, and a function of storing the received device status information in the storage device, A function of receiving store information transmitted from the store terminal via a communication line, a function of storing the received store information in the storage device, and a function of diagnosing the received device status information; A function of selecting the shop information related to the diagnosis result, and transmitting the diagnosis information based on the diagnosis result and the selected shop information to the user terminal via the communication line. In that a configuration and a function.

A ninth feature of the present invention is a function of selecting maker information related to a diagnosis result, and a function of transmitting diagnosis information based on the diagnosis result and the selected maker information to a user terminal via a communication line. And a configuration having:

A tenth feature of the present invention is a function of selecting store information and maker information related to a diagnosis result, and a function of connecting the diagnosis information based on the diagnosis result and the selected store information and maker information via a communication line. And a function of transmitting the data to the user terminal.

[0016]

DESCRIPTION OF THE PREFERRED EMBODIMENTS One embodiment of the present invention will be described below with reference to the drawings.

First, a device diagnosis system according to the present invention will be described with reference to FIGS. FIG. 1 is a configuration diagram of a device diagnostic system according to an embodiment of the present invention, FIG. 2 is a structural diagram of device information transmitted and received in FIG. 1, FIG. 3 is a structural diagram of diagnostic information transmitted and received in FIG. FIG. 1 is a structural diagram of sales information transmitted and received in FIG.
FIG. 5 is a structural diagram of the maker information transmitted and received in FIG.

As shown in FIG. 1, a plurality of user terminals 2, a plurality of store terminals 4, and a provider terminal 3 are connected to a provider terminal 3 via a communication line 1 such as the Internet, an intranet, and wireless communication. A plurality of maker terminals 5 are connected. This connection is made when the user terminal 2, the store terminal 4 and the maker terminal 5 apply for registration to the provider terminal 3 through the communication line 1 and the approval is obtained from the provider terminal 3. Therefore, users, dealers and manufacturers can easily participate in this device diagnostic system. In FIG. 1, the store terminal 4 represents three stores A, B and C, and the manufacturer terminal represents three companies D, E and F. However, the present invention is not limited to this, and may be smaller or larger.

This device diagnosis system includes a user terminal 2,
The store terminal 4 and the maker terminal 5 can transmit and receive with the provider terminal 3 via the communication line 1. That is, the user terminal 2 can use the information of the store terminal 4 and the maker terminal 5 provided to the provider terminal 3 in a state processed by the device diagnosis function of the provider terminal 3. The store terminal 4 can use the information of the user terminal 2 and the maker terminal 5 provided to the provider terminal 3 in a state processed by the device diagnosis function of the provider terminal 3. Further, the manufacturer terminal 5 can use the information of the user terminal 2 and the store terminal 4 provided to the provider terminal 3 in a state processed by the device diagnosis function of the provider terminal 3.

The provider terminal 3 includes a control unit 32 having a control unit 11 and a diagnosis unit 12, a sales information database 13, a customer management database 14, a maker advertisement database 15, a manual database 16, a device status model database 17, and a device status. Database 18
have.

The arrows in FIG. 1 are explicitly shown so as to directly connect the part emitting information and the part receiving information in order to easily explain the part emitting information and the part receiving information. All are performed through the control device 32 of the provider terminal 3.

The user terminal 2 has a device 6 connected to the user terminal 2 by wire or wirelessly, and manages the state of the device 6 in an integrated manner. For example, in the case of a general household, the appliance 6 is a household appliance such as a refrigerator, an air conditioner, an electric carpet, an electric kotatsu, a microwave oven, an electric rice cooker, an electric washing machine, a clothes dryer, a television, and information devices such as a personal computer and a printer. And other devices.

Here, an outline of provision and reception of information between a user, a store, a manufacturer, and a provider in the device diagnosis system will be described.

The user provides “(1) device information” regarding the device 6 owned by the user from the user terminal 2 to the provider terminal 3 as needed or periodically, and processes the information at the provider terminal 3. The "(2) diagnosis information" can be received from the provider terminal 3 to the user terminal 2.

The structure of "(1) device information" provided by the user has information necessary for performing a device diagnosis at the provider terminal 3, and as shown in FIG. (Eg, customer information, user ID, password, etc.) and device status information for each device (eg, device manufacturer name, serial number, power consumption, usage time, abnormal signal, etc.)
And information on a repair request (for example, a repair request destination, a desired repair date and time, etc.). The abnormal signal is information used for determining a failure. When a plurality of devices 6 are provided, device status information of each of the plurality of devices 6 follows. The above-mentioned serial number specifies the date of manufacture, product name, model name, and the like. Furthermore, in consideration of the case where the serial number cannot be easily checked, it is desirable that the date of manufacture, the product name, the model name, and the like can be input and provided.

The structure of “(2) diagnostic information” provided by the user is processed by the provider terminal 3 based on “(1) device information” provided by the user,
It has specific and useful information for the user, as shown in FIG. 3, as shown in FIG. 3, a diagnosis result including the device status, product life, etc., consumable parts replacement information, recommended new product information corresponding to replacement, mass sales. It has a sales top ranking of stores such as stores, recommended repair store information, advertisements for selling electric appliances, electronic manuals for electric appliances, and the like. Since the recommended new product information and the advertisement for selling electric appliances correspond to replacement by the user, the user can perform a specific replacement, a repair request, and the like.

A store such as a mass retailer provides “(3) sales information” from the store terminal 4 to the provider terminal 3 and “(4) equipment for the store processed by the provider terminal 3. Information (for example, replacement information and failure information, etc.) "and" (5) customer information for dealers (for example, customer information for which statistical processing has been performed) "can be received from the provider terminal 3 to the dealer terminal 4. In addition, the store can receive "(6) repair request" from the user and provide "(7) repair cost discount" to the user who has received the repair request by this system.

As shown in FIG. 4, the structure of "(3) sales information" provided by the above-mentioned store includes store information (for example, store name, address, telephone number, etc.) and device sales information (for example, Customer information of the sold customer, the date and time of sale, the manufacturer name and serial number of the sold device, etc.), the ranking of sellers selling the products corresponding to replacement, the advertisement for selling the device, the repair cost discount, and the like.

The manufacturer provides “(8) manufacturer information (eg, (9) manufacturer advertisement information, (10) manual information, (11) device basic information, etc.) from the manufacturer terminal 5 to the provider terminal 3, It is possible to receive “(12) manufacturer status information (for example, replacement information and failure information)” from the provider terminal 3 to the manufacturer terminal 5.

As shown in FIG. 5, the structure of “(8) maker information” provided by the maker includes new product information, maker advertisement information (eg, maker name and advertisement text),
It has a device operation manual and device basic information (for example, a device status model).

As described above, the provider obtains various kinds of information from system participants such as a user, a store and a manufacturer, processes the information, and provides various services to each participant at a low price. can do.

Next, the user terminal operated by the user is shown in FIG.
This will be specifically described with reference to FIG. 6 is a configuration diagram of a user terminal connected to the device diagnostic system of FIG. 1, FIG. 7 is a configuration diagram of a sensor of a device connected to the user terminal of FIG. 6, and FIG. 8 is a diagram of the user terminal of FIG. It is a file structure diagram.

As shown in FIG. 6, this user terminal 2
An input device 21, a control device 2
2, a display device 23, a storage device 24, and a communication device 25. The input device 21 includes a character input unit such as a keyboard, an image input unit such as an image reading device or an electronic image input device, and a voice input unit such as a microphone. It is connected to the control device 22 for inputting. The control device 22 is configured by a microcomputer or the like, and performs a predetermined process. The display device 23 includes a CRT display, a liquid crystal display device, and the like.
To display input contents and received contents. This display content will be described later with reference to FIGS.
The storage device 24 stores information unique to the user, and is connected to the control device 22. The communication device 25 is a user terminal 2
Has a function of enabling transmission and reception to and from the communication line 1, and is connected between the communication line 1 and the control device 22. Tabulation device 26
Is connected between the device 6 and the control device 22 of the user terminal 2.

As shown in FIG. 7, a device 6 connected to the user terminal 2 includes a device operation detecting sensor 6a, a device use time detecting sensor 6b, and a device ID information detecting sensor 6c.
And the signals detected by the sensors 6a, 6b, 6c are sent to the totalizing device 26. The device operation detection sensor 6a detects the power consumption of the device 6, the device operation status, and an abnormal signal. The device use time detection sensor 6b detects the use time of the device 6. Device ID information detection sensor 6
c detects the manufacturer name and serial number of the device 6.

As shown in FIG. 8, the file structure in the storage device 24 includes diagnostic software, information automatic connection / transmission software, customer information, user ID, manufacturer name, serial number, and usage. It has time, power consumption, equipment operation status, and abnormal signal.

Next, the provider terminal 3 operated by the provider will be specifically described with reference to FIGS. FIG.
FIG. 10 is a configuration diagram of a provider terminal used in the device diagnostic system of FIG. 1, and FIG. 10 is a file structure diagram of the provider terminal of FIG.

The provider terminal 3 has an input device 31,
It has a control device 32, a display device 33, a storage device 34, and a communication device 35. The input device 31 has an input unit such as a keyboard, and is connected to the control device 32. Control device 32
Is constituted by a microcomputer or the like, and performs a predetermined process. The control device 32 has a control unit 11 and a diagnosis unit 12 as shown in FIG. The display device 33 includes a CRT display, a liquid crystal display device, and the like.
And displays a transmission / reception screen and an input screen necessary for the provider. The storage device 34 stores information unique to the provider, and is connected to the control device 32. The storage device 34 has various databases 13 to 18 shown in FIG. The communication device 35 has a function of enabling transmission and reception between the control device 32 and the communication line 1.

As shown in FIG. 10, the file structure in the storage device 34 is as follows: diagnostic software, customer management database, equipment status database, equipment status template database, dealer advertisement database, maker advertisement database, dealer It has an information database and an electronic manual database.

Next, the shop terminal 4 operated by the shop will be specifically described with reference to FIGS. 11 and 12. FIG. FIG. 11 is a configuration diagram of a store terminal used in the device diagnostic system of FIG. 1, and FIG. 12 is a file structure diagram of the store terminal of FIG.

The store terminal 4 is also used as a POS terminal, and has an input device 41, a control device 42, a display device 43, a storage device 44, and a communication device 45. Input device 41
Has an input unit such as a keyboard, and is connected to the control device 42. The control device 42 is configured by a microcomputer or the like, and performs a predetermined process. The display device 43 includes a CRT display, a liquid crystal display device, and the like, is connected to the control device 42, and displays a transmission / reception screen, an input screen, and the like necessary for the store. The storage device 44 stores information unique to the store, and is connected to the control device 42. The communication device 45
It has a function of enabling transmission and reception between the control device 42 and the communication line 1.

As shown in FIG. 12, the file structure in the above-mentioned storage device 44 has a store sales ranking database, an electric appliance sale advertisement database, and a device sales information database corresponding to replacement.

Next, the maker terminal 4 operated by the maker
Is specifically described with reference to FIGS. 13 and 14. FIG.
FIG. 14 is a configuration diagram of a maker terminal used in the device diagnostic system of FIG. 1, and FIG. 14 is a file structure diagram of the maker terminal of FIG.

The maker terminal 5 includes an input device 51, a control device 52, a display device 53, a storage device 54, and a communication device 5.
5 The input device 51 has an input unit such as a keyboard, and is connected to the control device 52. The control device 52 includes a microcomputer or the like, and performs a predetermined process. Display device 5
Reference numeral 3 denotes a CRT display, a liquid crystal display device, and the like, which is connected to the control device 52 and displays a transmission / reception screen, an input screen, and the like required by the manufacturer. The storage device 54 stores information unique to the manufacturer, and is connected to the control device 52. The communication device 55 is connected to the control device 52 and the communication line 1.
It has the function of enabling transmission and reception between

The file structure in the storage device 54 has a device basic information database, a new product information database, an advertisement database, and an electronic manual database, as shown in FIG.

Next, the operation of the device diagnosis system will be described with reference to FIGS.

First, an operation flow at the time of contract and registration of a user will be described with reference to FIGS. FIG. 15 is an operation flow diagram at the time of user contract and registration in the device diagnostic system of FIG. 1, and FIG. 20 is a diagram showing an example of a customer information input screen displayed on the user terminal of FIG.

As shown in FIG. 15, the user first contracts with the provider (step 61). Explaining this contract in detail, the user operates the communication line 1 from the user terminal 2.
After accessing the provider terminal 3 via the terminal to obtain a contract application form and a contract form, and confirming the contract form, input predetermined items in the contract form and transmit it to the provider terminal 3,
When the provider confirms the contract application form and transmits an acknowledgment from the provider terminal 3 to the user terminal 2, the contract is completed.

When the contract is completed, user diagnostic software is distributed to the user (step 62). Specifically, this software is distributed from the provider terminal 3 to the user terminal 2
Distributed by download.

The distributed software is installed on the user terminal 2 (step 63). By installing this software, the user can centrally manage the state of the device 6 connected to the user terminal 2 and transmit the information on the device 6 to the provider at any time or periodically. Become like

Next, the user operates the user terminal 2 as shown in FIG.
Input customer information on the input screen shown in FIG.
4) Transmit to the provider terminal 3 (step 64).
In the example shown in FIG. 12, the customer information can be input with a name, an address, a telephone number, a gender, a date of birth, a response to a questionnaire, and the like. Therefore, it is preferable that the user inputs as specific items as possible in order to obtain more useful diagnostic information. In addition, the questionnaire includes items that indicate what kind of information the user wants to provide, so that the information provided by dealers and manufacturers can be processed to match the user's wishes. Can be provided. In the store information, raw information that is desired to be kept secret from a competitive manufacturer or a manufacturer can be protected and the destination provided can be restricted.

When the provider receives the customer information at the control unit 11 of the provider terminal 3 (step 66), the provider transmits the customer information to the customer management database 14 (step 67), and the customer information is registered in the customer management database 14. (Step 68). Thereby, the provider terminal 3
Can use the customer information of the user terminal 2 at any time, and the store terminal 4 can use the customer information from the provider terminal 3.

As described above, the user can easily register in the device diagnosis system and easily participate.

Next, an operation flow for registering a device connected to the user terminal will be described with reference to FIGS. 16 and 21 to 24. FIG. 16 is an operation flowchart for registering a device connected to the user terminal in the device diagnostic system of FIG. 1, FIG. 21 is a diagram showing an example of an ID authentication screen displayed on the user terminal of FIG. FIG. 23 shows an example of a main menu screen displayed on the user terminal of FIG. 1, FIG. 23 shows an example of a device registration screen displayed on the user terminal of FIG. 1, and FIG. It is a figure showing the example of a product status screen displayed.

As shown in FIG. 16, when the user connects the device 6 to be used to the user terminal 2 (step 71) and starts up the user diagnostic software (step 72), as shown in FIG.
1 is displayed on the display device 23 of the user terminal 2.

Here, by inputting the user ID and password and clicking the OK button, a main menu screen shown in FIG. 22 is displayed (step 7).
3). The main menu screen includes a diagnosis button, a product status button, a device registration button, a new product information button, an electronic manual button, and the like. In addition, this main menu screen is provided with an advertisement / communication section, and advertisements and diagnostic results of dealers and manufacturers participating in this device diagnostic system are posted. The user can participate in the device diagnosis system at low cost by obtaining the advertisement fee of (1). In this case, it is more effective because the user selects a store and a manufacturer related to the purchased device and gives priority to the advertisement. As a specific priority method, it is conceivable to select and prioritize a dealer and a maker of the most recently registered device, or select and prioritize a store and a maker with a large number of registered devices.

When a device registration button is clicked on the main menu screen, information on a device recently purchased by the user is automatically transmitted from the provider terminal 3 and received by the user terminal 2 (step 74). Is displayed (step 75). That is, the sales information of the device is provided from the store to the provider by the store terminal 4 using the POS terminal at the point of sale, and when the user clicks the device registration button, the user has recently purchased the device. Sales information on unregistered devices is selected at the provider terminal 3 and automatically transmitted to the user terminal 2.

On the device registration screen, a device desired to be registered is selected and an OK button is clicked (step 76). Thereby, information on the selected device is transmitted from the user terminal 2 to the provider terminal 3. In this screen example, a refrigerator, a TV, and a VTR have been recently purchased, and the manufacturer name, store name, and purchase date and time are displayed. When the recently purchased device is not provided as sales information from the store, the device information can be automatically received from the device ID information detection sensor 6c shown in FIG. The device information is displayed on the device registration screen, and based on the device information, the store and the purchase date and time can be additionally input. Further, when it is desired to register other devices from the device registration screen, inputs can be individually made in each column of the device registration screen, but the details are omitted.

The transmitted device registration information is received by the control unit 11 of the provider terminal 3 (step 79), collated with the customer management database 14 (step 81), and registered / added and updated in the device status database 18 (step 81). Step 82).

In this way, the user can easily register / add / update the device in the device diagnostic system.

The registered / additionally updated device status is transmitted to the user (step 83). When this device status is received by the user terminal 2 (step 86), a product status screen shown in FIG. 24 is displayed on the display device 23 of the user terminal 2 (step 87).

According to the example of the product status screen, the life is estimated and displayed for each device registered by the user in the device diagnosis system. In particular, the device and the life are displayed graphically. Therefore, the product status can be easily grasped. Specifically, February 2000 at the present time is indicated by a vertical line, which indicates that, for example, the personal computer body in the lowermost column has reached its end of life in November 1999. In addition, this estimation of the life can be estimated by comparing with the model of the device status model database 17. Then, by estimating the lifetime in consideration of information from the corresponding user such as the use time and the use frequency of the device, the estimation accuracy can be made higher.

Further, the example of the product status screen includes an advertisement column, and the advertisement column is designed to place, for example, an advertisement of a store and a maker related to the device having the shortest product life with priority. The advertisement of the store and the maker displays the name of the store, the name of the maker, the name of the model determined to be optimal for the user, its specific specifications, and the like. Therefore, the user can easily replace the model with an appropriate model based on the advertisement. On the other hand, retailers can expect that they will continue to buy new products from their stores, and manufacturers can expect that they will continue to buy new products.
It has become an effective ad for the retailers and manufacturers.

The product status screen example also includes a product status button, a device registration button, a new product information button, an electronic manual button, a diagnosis button, and the like.

Next, customer information, equipment status, and the like are transmitted from the provider terminal 3 to the maker terminal 5 (step 8).
8). As a result, the manufacturer can quickly grasp the operation status, sales status, and the like of its products, and can refer to management of component stocks, product sales, product development plans, and the like.

Next, an operation flow at the time of diagnosis in the device diagnosis system will be described with reference to FIGS. 17 and 24 to 27. 17 is an operation flow diagram at the time of diagnosis in the device diagnosis system of FIG. 1, FIG. 25 is a diagram showing an example of a new product information screen displayed on the user terminal of FIG. 1, and FIG. FIG. 27 is a diagram illustrating an example of an electronic manual screen displayed, and FIG. 27 is a diagram illustrating an example of an electronic manual table of contents screen displayed on the user terminal of FIG. 1.

As shown in FIG. 17A, the device 6 constantly detects the device status by the sensor device operation detecting sensor 6a, the device use time detecting sensor 6b, and the device ID information detecting sensor 6c (step 91). The detection result is transmitted to the counting device 26 and temporarily stored in the counting device 26 (step 92). The stored data includes the power consumption of the device 6, the device operation status, the abnormal signal, the use time, the manufacturer name, and the serial number described with reference to FIG.

Then, when the user diagnosis software is started (step 93), an ID authentication screen shown in FIG. 21 is displayed on the display device 23 of the user terminal 2, and a user ID and a password are inputted. A main menu screen shown in FIG. 22 is displayed (step 93). By clicking the diagnosis button on the main menu screen (step 94), the above-described device status information accumulated in the counting device 26 is transmitted to the user terminal 2 (step 9).
5). Note that, when any of the buttons provided on the main menu screen in FIG. 22 is clicked, the above-described device status information accumulated in the counting device 26 is transmitted to the user terminal 2.

Upon receiving this transmission, the user terminal 2 stores this information in the storage device 24 of the user terminal 2 and transmits this information to the provider terminal 3 (step 96). The reason that this information is stored in the storage device 24 of the user terminal 2 is to use the information when the user terminal 2 totally controls the device 6.

The provider terminal 3 receives this information at the control section 11 (step 97), and refers to the received information to the customer information in the customer management database 14 (step 98).
Further, the device status database 18 is updated (step 102) in comparison with the model of the device status template database 17 (step 99). As described above, the status of the device 6 can be easily updated, and the provider terminal 3 can always use the latest device status information.

The provider terminal 3 makes a diagnosis by the diagnosis unit 12 of the provider terminal 3 as to whether or not there is any device 6 owned by the user for a predetermined period of time, in comparison with the above-described template in step 99. (Step 104). The diagnosis as to whether or not the predetermined period has elapsed is made by the device 6 described above.
The diagnosis is made based on whether a predetermined period has elapsed from the estimated life expectancy.
Here, if there is no device 6 that has passed the predetermined period, a normal product advertisement is read from the manual database 15 provided and stored by the manufacturer and the sales information database 13 provided and stored by the dealer. Is selected (step 105), and the process proceeds to step 107. If there is a device 6 that has passed the predetermined period as a result of the diagnosis, a product advertisement related to the device 6 is preferentially selected from the manual database 15 and the sales information database 13 (step 106). Step 107
Proceed to. It should be noted that not only one priority but also a plurality of priorities can be selected and prioritized so that advertisements of a store and a manufacturer can be widely posted.

At step 107, information is processed based on the diagnosis result and the selected advertisement. The processed information (diagnosis result, replacement advice, new product information, etc.) is transmitted from the provider terminal 3 to the user terminal 2 together with the advertisement (step 108).

The user terminal 2 receives this information (step 111) and displays the received information on the product status screen shown in FIG. 24 (step 112). Here, the advertisement and the processing information are displayed in the advertisement / communication column. This allows
The user can directly know the specific product status of the device 6 being used and also can directly know the information necessary for replacement by advertising, so that a specific response can be easily taken. .

When the user wants to obtain detailed product information, the user clicks a new product information button on the product status screen shown in FIG. 24 (step 115) to display an example of a new product information screen shown in FIG. (Step 1
16). As for the displayed product, the product displayed in the advertisement / communication section of FIG. 24 is displayed at the top, which is convenient for the user and highly effective for the manufacturer. When the user wants to obtain the manual information of the product, the user clicks the electronic manual button on the product status screen of FIG. 24 (step 1).
17) Then, the electronic manual screen shown in FIG. 26 is displayed (step 118). As the displayed product, the product displayed in the advertisement / communication column of FIG. 24 is displayed by default, which is convenient for the user and
Advertising effectiveness is also high for manufacturers.

Further, as shown in FIG. 17B, the diagnosis unit 12 of the provider terminal 3 diagnoses whether it is time to break down or replace the component (step 121). This diagnosis is performed based on the abnormal signal in the device status information received from the user in step 97. Here, if it is not a failure or a component replacement time, the process ends.

If the result of this diagnosis is a failure or a part replacement time, information such as customer information and failure is transmitted from the provider terminal 3 to the dealer terminal 4 (step 125). The information such as the failure includes a product name, a product model name, a failure type, a failure location, and the like. The dealer receiving this can predict the repair request, and can make necessary preparations for parts and repairs.

Next, information such as customer information and failure is transmitted from the provider terminal 3 to the maker terminal 5 (step 1).
26). The information such as the failure includes a product name, a product model name, a failure type, a failure location, and the like. Manufacturers who receive this can grasp the failure of their products etc. at an early stage,
Early response is possible, and it can be used as a reference for the next product development.

Next, the provider terminal 3 transmits information for prompting repair and component replacement together with the diagnosis result to the user terminal 2 (step 127). The user terminal 2 receives this information (step 131) and displays the received information on the product status screen (step 131). Here, the received information is displayed in the advertisement / communication column. Step 11
If the product information screen is displayed in step 2, it is desirable to display the product information screen in combination with the display information. Step 13
With the display of 1, the user can know the name of the product requiring repair or parts replacement, the location of the failure, the place of repair request, etc., which is extremely convenient.

Based on the product information screen, the user requests a dealer to repair (step 133). This repair request is specifically made from the user terminal 2 to the store terminal 4 via the provider terminal 3.

Next, an operation flow for manual search in this device diagnosis system will be described mainly with reference to FIG. FIG. 18 is an operation flowchart for manual search in the device diagnostic system of FIG.

When the user diagnostic software is started (step 141), an ID authentication screen shown in FIG. 21 is displayed on the display device 23 of the user terminal 2, and by inputting a user ID and a password, the screen shown in FIG. Is displayed (step 142). By clicking the electronic manual button on this main menu screen, that information is transmitted (step 143).

This is received by the control unit 11 of the provider terminal 3 (step 146), and the manual database 16
From the user terminal 2 (step 147), and transmits the electronic manual to the user (step 148). The transmitted electronic manual is received by the user terminal 2 (step 15).
1) The electronic manual screen shown in FIG. 26 is displayed on the display device 23 of the user terminal 2 (step 152).

Thus, the user can view the electronic manual by a single operation, which is convenient.

Next, an operation flow at the time of searching for new product information in this device diagnosis system will be described mainly with reference to FIG. FIG. 19 is an operation flowchart for searching for new product information in the device diagnostic system of FIG.

When the user diagnosis software is started (step 161), an ID authentication screen shown in FIG. 21 is displayed on the display device 23 of the user terminal 2, and by inputting a user ID and a password, the screen shown in FIG. The main menu screen shown is displayed (step 162). By clicking the new product information button on this main menu screen, that information is transmitted (step 163).

This is received by the control unit 11 of the provider terminal 3 (step 166), and new product information on the device 6 owned by the user terminal 2 is extracted from the device status model database 17 (step 167). The new product information is transmitted (step 168). The transmitted new product information is received by the user terminal 2 (step 151), and a new product information screen shown in FIG. 26 is displayed on the display device 23 of the user terminal 2 (step 152).

Thus, the user can view the new product information by a single operation, which is convenient.

[0087]

According to the present invention, there are provided a device diagnosis method and a device diagnosis system which enable a user to specifically respond to a device diagnosis result and provide information with a high advertising effect of a store or a maker. can do.

[Brief description of the drawings]

FIG. 1 is a configuration diagram of a device diagnosis system according to an embodiment of the present invention.

FIG. 2 is a structural diagram of device information transmitted and received in FIG. 1;

FIG. 3 is a structural diagram of diagnostic information transmitted and received in FIG. 1;

FIG. 4 is a structural diagram of sales information transmitted and received in FIG. 1;

FIG. 5 is a structural diagram of maker information transmitted and received in FIG. 1;

FIG. 6 is a configuration diagram of a user terminal connected to the device diagnostic system of FIG. 1;

FIG. 7 is a configuration diagram of a sensor of a device connected to the user terminal of FIG. 6;

FIG. 8 is a diagram showing a file structure of the user terminal of FIG. 6;

FIG. 9 is a configuration diagram of a provider terminal used in the device diagnostic system of FIG. 1;

FIG. 10 is a file structure diagram of the provider terminal of FIG. 9;

11 is a configuration diagram of a store terminal used in the device diagnostic system of FIG. 1;

FIG. 12 is a diagram showing a file structure of the store terminal in FIG. 11;

FIG. 13 is a configuration diagram of a maker terminal used in the device diagnostic system of FIG. 1;

FIG. 14 is a diagram showing a file structure of the maker terminal shown in FIG. 13;

FIG. 15 is an operation flow diagram at the time of contract and registration of a user in the device diagnostic system of FIG. 1;

FIG. 16 is an operation flowchart for registering a device connected to a user terminal in the device diagnostic system of FIG. 1; is there.

FIG. 17A is an operation flow diagram at the time of diagnosis in the device diagnosis system of FIG. 1;

FIG. 17B is an operation flow diagram (continuation) at the time of diagnosis in the device diagnosis system of FIG. 1;

FIG. 18 is an operation flowchart for manual search in the device diagnostic system of FIG. 1;

FIG. 19 is an operation flowchart at the time of new product information search in the device diagnostic system of FIG. 1;

FIG. 20 is a diagram showing an example of a customer information input screen displayed on the user terminal of FIG. 1;

21 is a diagram showing an example of an ID authentication screen displayed on the user terminal of FIG.

FIG. 22 is a diagram showing an example of a main menu screen displayed on the user terminal of FIG. 1;

FIG. 23 is a diagram showing an example of a device registration screen displayed on the user terminal of FIG. 1;

FIG. 24 is a diagram showing an example of a product status screen displayed on the user terminal of FIG. 1;

FIG. 25 is a diagram showing an example of a new product information screen displayed on the user terminal of FIG. 1;

FIG. 26 is a diagram showing an example of an electronic manual screen displayed on the user terminal of FIG. 1;

FIG. 27 is a diagram showing an example of an electronic manual table of contents screen displayed on the user terminal of FIG. 1;

[Explanation of symbols]

1. Communication line, 2. User terminal, 3. Provider terminal,
4 ... Retailer terminal.

 ──────────────────────────────────────────────────の Continuing on the front page (72) Inventor Taisuke Kashima 1-280 Higashi Koigakubo, Kokubunji-shi, Tokyo Inside the Hitachi, Ltd.Design Research Institute, Inc. F term in the design laboratory (reference) 5B049 BB11 CC00 DD05 EE00 EE05 FF09 GG02 GG04 GG09

Claims (10)

[Claims] Receiving a device status information transmitted from a user terminal via a communication line at a provider terminal;
Storing the received device status information in the storage device of the provider terminal; receiving the store information transmitted from the store terminal via a communication line at the provider terminal; and In the storage device of the provider terminal, diagnosing the received device status information in the provider terminal, selecting the store information related to the diagnosis result, and based on the diagnosis result. Transmitting the diagnostic information and the selected store information from the provider terminal to the user terminal. 2. A step of receiving customer information transmitted from a user terminal via a communication line at a provider terminal; a step of storing the received customer information in a storage device of the provider terminal; Transmitting the stored customer information to the store terminal. 3. The apparatus according to claim 1, wherein the apparatus status information includes an abnormal state of the apparatus, and the information processing apparatus includes a step of transmitting the information on the abnormal state to a store terminal.
The device diagnostic method according to 1. 4. A step of receiving device status information transmitted from a user terminal via a communication line at a provider terminal;
Storing the received device status information in a storage device of the provider terminal; receiving maker information transmitted from a maker terminal via a communication line at the provider terminal; and transmitting the received maker information to the provider. Storing in a storage device of the terminal, diagnosing the received device status information with the provider terminal, selecting the maker information related to the diagnostic result, diagnostic information based on the diagnostic result, Transmitting the selected manufacturer information from the provider terminal to the user terminal. 5. The maker information includes a device status model serving as a reference for the diagnosis, and the step of diagnosing at the provider terminal is performed by comparing the received device status information with the device status model. The device diagnosis method according to claim 4, wherein 6. The device diagnosis according to claim 4, wherein the device status information includes an abnormal state of the device, and a step of transmitting the information on the abnormal state to a maker terminal. Method. 7. A step of receiving at a provider terminal device status information transmitted from a user terminal via a communication line,
A step of receiving the store information transmitted from the store terminal via the communication line by the provider terminal, a step of storing the received store information in a storage device of the provider terminal, and a step of Receiving at the provider terminal manufacturer information transmitted via
Storing the received maker information in the storage device of the provider terminal, diagnosing the received device status information with the provider terminal, diagnostic information based on the diagnosis result, the dealer information, and the maker information Transmitting from the provider terminal to the user terminal. 8. A device diagnosis system including a provider terminal to which a user terminal and a store terminal are connected via a communication line, wherein the provider terminal includes a control device, a storage device, and a communication device, The control device has a function of receiving device status information transmitted from the user terminal via the communication line, a function of storing the received device status information in the storage device, and a communication line from the store terminal. A function of receiving the store information transmitted via the storage device, a function of storing the received store information in the storage device, a function of diagnosing the received device status information, and a function related to the diagnosis result. The ability to select retailer information,
A device diagnostic system having a function of transmitting diagnostic information based on the diagnostic result and the selected store information to the user terminal via the communication line. 9. A device diagnosis system including a provider terminal to which a user terminal and a maker terminal are connected via a communication line, wherein the provider terminal has a control device, a storage device, and a communication device, The device has a function of receiving device status information transmitted from a user terminal via a communication line, a function of storing the received device status information in the storage device, and a function of transmitting the received device status information from a maker terminal via a communication line. Receiving the received maker information, storing the received maker information in the storage device, diagnosing the received device status information, and selecting the maker information related to the diagnosis result. And a function of transmitting diagnosis information based on the diagnosis result and the selected maker information to the user terminal via the communication line. Characteristic equipment system. 10. A device diagnostic system including a provider terminal to which a user terminal, a store terminal, and a maker terminal are connected via a communication line, wherein the provider terminal includes a control device, a storage device, and a communication device. The control device has a function of receiving device status information transmitted from the user terminal via the communication line, and a function of receiving store information regarding the manufacturer transmitted from the store terminal via the communication line. A function of storing the received store information in the storage device, and a function of receiving maker information about the maker transmitted from the maker terminal via a communication line,
A function of storing the received maker information in the storage device of the provider terminal, a function of diagnosing the received device status information with the provider terminal, and selecting the dealer information and the maker information related to the diagnosis result. And a function of transmitting diagnosis information based on the diagnosis result and the selected store information and manufacturer information to the user terminal via the communication line.