JP2005043997A - System, method and program for presenting repair estimation presentation - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable a user to select a repair mode fitted to his/her actual condition from a plurality of repair modes in a repair estimation. <P>SOLUTION: A repair estimation presentation server reads and transmits, on receipt of a request of repair estimation from the user, an empty repair estimation selection screen 50 to the user. Thereafter, on receipt of the repair estimation selection screen 50 to which the user inputs a variety of information, the server reads a checked failure state therefrom, and reads the part cost corresponding to the read failure state from a part cost table. The server also reads the personnel cost of each service from a personnel cost table and a travel expense from a travel expense table. Further, the server adds this time's repair time to the date the repair of all ordered broken products is completed to calculate the repair days of a home delivery service. The server successively inputs them to the cost column and repair days column of estimation presentation columns 57-59 of each service on the repair estimation selection screen 50, and transmits the resulting screen 50 to the user. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a repair estimate presentation system, a method thereof, and a program thereof.
[0002]
[Prior art]
Conventionally, a repair estimate presentation system that presents a repair estimate to a user computer through a telecommunication line is known. For example, in the system of Patent Document 1, when information for specifying a product to be repaired is input from the user computer via the Internet, a question display for confirming the failure state of the product to be repaired is displayed, and the question is displayed from the user computer. If there is an answer to the above, the failure is specified based on the failure information stored in the failure information database, and the estimated cost and delivery date for repairing the failure are calculated and presented to the user computer.
[0003]
[Patent Document 1]
Japanese Patent Laid-Open No. 2001-265889
[Problems to be solved by the invention]
By the way, as described in the column of the prior art in Patent Document 1, the repair mode includes a mode in which a service person comes from a service center and a faulty product is diagnosed and repaired on the spot. Although there is an aspect in which a faulty product is sent to the center and diagnosed and repaired at the service center, in the conventional repair estimate presentation system, the user selects from among such multiple repair aspects according to his / her actual situation. could not.
[0005]
The repair estimate presentation system, the method thereof, and the program thereof according to the present invention have been made in view of such problems, and the user can select a repair mode suitable for his / her actual situation from a plurality of repair modes in the repair estimate. One of the purposes is to do so. Another object of the present invention is to make it easier for a user to compare and estimate estimates of a plurality of repair modes.
[0006]
[Means for solving the problems and their functions and effects]
In order to achieve at least one of the above-described objects, the repair estimate presentation system, the method thereof, and the program thereof according to the present invention employ the following means.
[0007]
The repair estimate presentation system of the present invention is
An estimate request receiving means for receiving a request for a repair estimate of a broken product from a user computer via a telecommunication line;
Data storage means for storing data necessary to calculate a repair estimate for each of a plurality of repair modes for repairing the failed product;
Estimating means for calculating a repair estimate based on data stored in the data storage means for each of the plurality of repair modes in response to a request for a repair estimate for the failed product received by the estimate request receiving means. When,
An estimate screen transmitting means for collecting a plurality of repair estimates calculated by the estimate calculating means on one screen and transmitting them to the user computer through the telecommunication line;
It is equipped with.
[0008]
In this repair estimate presentation system, a repair estimate is calculated based on data stored in the data storage means for each of a plurality of repair modes in response to a request for a repair estimate received from a user computer, and the plurality of repair estimates are integrated. Send them to the user computer in one screen. As a result, the repair estimate for each of the plurality of repair modes is displayed on one screen on the user computer. Therefore, the user can select the repair mode suitable for his / her actual condition from the plurality of repair modes by looking at the screen. In addition, since a plurality of repair estimates are collected on one screen, the user can easily compare the estimate of each repair mode.
[0009]
In the repair estimate presentation system of the present invention, the data storage means stores a product failure symptom, a part required for repairing the failure symptom, and a price of the part in association with each other. A failure symptom is received from the user computer through the telecommunication line together with the request for the repair estimate, and the estimate calculating means repairs the failure symptom from the data storage means based on the failure symptom received by the estimate request receiving means. It is also possible to read out the price of the parts required for the repair and add it to the repair estimate for each repair mode. By doing so, it is possible to reflect an appropriate repair cost according to the failure symptom in the repair estimate.
[0010]
In the repair estimate presentation system of the present invention, the data storage means stores a table in which each repair mode is associated with labor costs, and the estimate calculation unit is configured to calculate each repair mode in calculating a repair estimate for each repair mode. Each time, the labor cost may be read from the data storage means and the labor cost may be added to the repair estimate of each repair mode. In this way, it is possible to reflect an appropriate labor cost according to each repair mode in the repair estimate.
[0011]
In the repair estimate presentation system of the present invention, the plurality of repair modes include a first mode in which the failed product is repaired on-site, and the failed product is delivered to a repair site and returned from the repair site after the repair is completed. At least two of the second mode for receiving the product and the third mode for allowing the user to bring the failed product to the repair reception site for repair may be included. In this way, the user can easily select one of at least two of these three modes that are used relatively frequently.
[0012]
In the repair estimate presentation system of the present invention including at least two of the first to third aspects as a repair mode, the estimate request receiving means receives an installation location of the failed product through an electric communication line, and the data storage means Stores the data necessary to calculate the cost required for the on-site repair for the first aspect, and the estimate calculating means for the repair estimate of the first aspect is the nearest serviceman at the installation location. Data necessary to calculate the cost required for the visit repair from the representative office to the installation location may be read from the data storage means and calculated based on the data. In this way, it is possible to reflect the cost required for the on-site repair in the estimate of the repair mode in which the failed product is repaired on-site. Here, the data necessary for calculating the cost required for the on-site repair is associated with, for example, the distance from the serviceman's representative office to the installation location and the transportation cost and / or daily allowance of the serviceman according to the distance. Data.
[0013]
In addition, at least one of the first to third aspects may be an aspect in which the failed product is repaired in a predetermined period. In this way, the user can have the failed product repaired at a specified period. Here, the predetermined period may be a short period such as one day or two days, and in that case, the short-term repair cost may be reflected in the repair estimate.
[0014]
In the repair estimate presentation system of the present invention, the computer may include the estimate request receiving means, the data storage means, the estimate calculating means, and the estimate screen transmitting means. In this way, the present invention can be realized relatively easily by a computer.
[0015]
The method of presenting a repair estimate according to the present invention provides a repair to a user computer through a telecommunication line using data storage means for storing data necessary to calculate a repair estimate for each of a plurality of repair modes for repairing a failed product. A method for presenting an estimate by a computer software repair estimate,
(A) receiving a request for a repair quote for a failed product from a user computer over a telecommunication line;
(B) A repair estimate is calculated based on data stored in the data storage means for each of the plurality of repair modes in response to a request for a repair estimate of the failed product received in step (a). Steps,
(C) combining the plurality of repair estimates calculated in step (b) into one screen and transmitting the same to the user computer through the telecommunication line;
Is included.
[0016]
In this repair estimate presentation method, a repair estimate is calculated based on data stored in the data storage means for each of a plurality of repair modes in response to a request for a repair estimate received from a user computer, and the plurality of repair estimates are integrated. Send them to the user computer in one screen. As a result, the repair estimate for each of the plurality of repair modes is displayed on one screen on the user computer. Therefore, the user can select the repair mode suitable for his / her actual condition from the plurality of repair modes by looking at the screen. In addition, since a plurality of repair estimates are collected on one screen, the user can easily compare the estimate of each repair mode.
[0017]
The program of the present invention is a program for causing one or more computers to execute each step of the above-described repair estimate presenting method. This program may be recorded on a computer-readable recording medium (for example, hard disk, ROM, FD, CD, DVD, etc.), or from a computer via a transmission medium (communication network such as the Internet or LAN). It may be distributed to another computer, or may be exchanged in any other form. If this program is executed by a single computer or if each step is shared and executed by a plurality of computers, each step of the above-described repair estimate presentation method is executed. The effect is obtained.
[0018]
DETAILED DESCRIPTION OF THE INVENTION
Next, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a configuration diagram showing an outline of a repair estimate presentation server 20 according to an embodiment of the present invention, FIG. 2 is an explanatory diagram of a parts cost table, FIG. 3 is an explanatory diagram of a labor cost table, and FIG. It is explanatory drawing.
[0019]
As shown in FIG. 1, the repair estimate presentation server 20 of the present embodiment receives a request for a repair estimate related to a printer sold by a company that operates this server 20 or its affiliated company from the user on the Internet 12, and It is a server that opens a website that presents a repair estimate in response to an inquiry. The repair estimate presentation server 20 includes a CPU 21 that executes various controls, a ROM 22 that stores various control programs, a RAM 23 that temporarily stores data, an HDD 24 that records various application programs and various data files, and a telecommunication network. And a network interface 25 for controlling input / output of data to / from other computers (user computer 30 and repair center computer 40) connected to the Internet 12 and LAN 14, which can exchange data via a bus (not shown). So connected. Further, the repair estimate presenting server 20 transmits / receives data using a transmission / reception buffer provided in a predetermined area of the RAM 23 when transmitting / receiving data to / from another computer via the Internet 12 or the LAN 14. Note that all of the screen data that the repair estimate presentation server 20 transmits to each computer is stored in the HDD 24.
[0020]
The HDD 24 of the repair estimate presenting server 20 stores a parts cost table 24a shown in FIG. 2, a personnel cost table 24b shown in FIG. 3, and a business trip cost table 24c shown in FIG. The parts cost table 24a includes the printer failure status, the parts required to repair the fault, the total cost of the parts required to repair the fault (part cost), and the fault repair. It is a table in which the time required to do is associated. Here, as for the parts necessary for repairing the failure, it is possible to determine in advance which parts are required for which failure on the server side, and which parts are required for which failure based on actual experience. You may decide what you need. In addition, the time required to repair a failure may be determined in advance on the server side for which failure will be required, and based on actual experience, how much time is required for which failure. You may decide what you need. On the other hand, the labor cost table 24b is a table in which each service and labor costs are associated with each other. Of these, the labor cost for the courier service is the labor cost for the service person performing the repair, and the labor cost for the carry-in service is limited to one day in addition to the labor cost for the service person performing the repair. The additional fee is the combined cost, and the labor cost for the visit service is the total cost of the service man's daily allowance in addition to the labor cost of the service man performing the repair. For this reason, the labor cost of the courier service is the cheapest. The business trip cost table 24c is a table in which the range of the distance from the installation location of the defective product to the service center is associated with the business trip cost, and is set so that the business trip cost increases as the distance increases.
[0021]
The user computer 30 is a known general-purpose personal computer, and transmits a request to the repair estimate presentation server 20 through the Internet 12 or receives a response from the repair estimate presentation server 20 by an installed web browser. The user computer 30 includes a display 32 for displaying various information on a screen, an input device 34 such as a keyboard for a customer to input various commands, and the like, and displays a browser screen transmitted from the repair estimate presenting server 20 on the display 32. At the same time, it has a function of executing an operation corresponding to the button when the customer turns on the button or the like displayed on the browser screen via the input device 34.
[0022]
The repair center computer 40 is a well-known general-purpose personal computer. The repair center computer 40 receives a request for the repair estimate presentation server 20 through the LAN 14 by an installed web browser, and transmits a response to the repair estimate presentation server 20. The repair center computer 40 is used to manage a defective product 51 waiting for repair in the repair center.
[0023]
Next, operations of the repair estimate presentation server 20 and the user computer 30 will be described. When the user's own printer breaks down, the user starts up a web browser of the user computer 30, accesses the website established by the repair estimate presentation server 20 via the Internet 12, and inputs a user ID and password, After being authenticated on the repair estimate presentation server 20 side, the user logs in and requests a repair estimate for the failed printer. Since authentication using a user ID and a password is well known, the description thereof is omitted here. Further, the malfunctioning printer is related to a printer sold by the company that operates the repair estimate presentation server 20 or its affiliated company.
[0024]
When the repair estimate presentation server 20 receives a request for repair estimate from the user computer 30, the repair estimate presentation server 20 reads the repair estimate presentation routine shown in FIG. 5 and executes it. When this routine is started, the repair estimate presentation server 20 reads an empty repair estimate selection screen 50 (see FIG. 6) stored in the HDD 24 in response to the request for the repair estimate, and the user computer 30 through the Internet 12. (Step S200). The user computer 30 that has received the empty repair estimate selection screen 50 displays the screen 50 on the display 32.
[0025]
Here, as shown in FIG. 6, the repair estimate selection screen 50 includes a user input frame 51 input by the user and a server input frame 56 input by the server. Among these, the user input frame 51 includes a product / personal information input field 52 including a field for inputting a printer model name and serial number, and a field for inputting a user's name, address, telephone number, and e-mail address. The failure status input field 53 for selecting the failure status by checking one or more of the failure statuses in the check boxes, and the estimate for requesting the repair estimate presenting server 20 to execute the estimation after inputting in the respective fields 52 and 53 And an execution button 54. In addition, the server input frame 56 includes a courier service estimate presentation field 57 that allows the user to send and receive a defective product to the repair center by courier, and the user brings the defective product to a predetermined delivery location for repair. An estimate presentation field 58 for a brought-in service to receive a repaired product at a predetermined receiving location after being received, and an estimate presentation column for an on-site service that a serviceman visits the installation location of the defective product and repairs it on the spot 59. The estimate presentation columns 57 to 59 for each service include a cost column (repair cost, personnel cost, business trip cost (only on-site service) and the total thereof), a repair days column, and other information columns. In the other information column of the estimated delivery column 57 of the courier service, it is displayed that the courier retaliatory fee is self-paid (separate charge), and in the other information column of the estimated delivery column 58 of the carry-in service In the service center list, the user designates the delivery location of the faulty product from the service center list, and the user designates the location where the repaired product is received from the service center list. A description of the on-site service is displayed in the other information column of the column 59. Below the server input frame 56, a selection button 57a to be clicked when the user selects a courier service, a selection button 58a to be clicked when the user selects a carry-in service, and an on-site service A selection button 59a that is clicked when selecting is arranged in parallel.
[0026]
When the user clicks the estimate execution button 54 after inputting various information into each column of the user input frame 51 of the repair estimate selection screen 50 using the input device 56, the user computer 30 displays the repair estimate selection screen 50 on the Internet 12. To the repair estimate presenting server 20 via An example of the repair estimate selection screen 50 after the input to each column of the user input frame 51 is shown in FIG.
[0027]
When the repair estimate presentation server 20 receives the repair estimate selection screen 50 from the user computer 30, the repair estimate presentation server 20 reads out which failure status is checked in the failure status input field 53 from the screen 50 (step S 210), and reads the failure status read out. 2 is read from the component cost table shown in FIG. 2 and stored in the estimated information storage area of the RAM 23 (step S220). Subsequently, the labor cost of each service is read from the labor cost table shown in FIG. 3 and stored in the estimated information storage area of the RAM 23 (step S230). Next, the address input in the product / personal information input field 52 of the user input frame 51 is read, and the distance between the user's address and the nearest repair center (where a service person is located) is calculated. The business trip cost corresponding to the distance is read from the business trip cost table 24c shown in FIG. 4 and stored in the estimated information storage area of the RAM 23 (step S240). The address of each repair center is registered in the HDD 24. Next, the number of repair days for the courier service is calculated and stored in a predetermined area of the RAM 23 (step S250). Specifically, after requesting the repair center computer 40 to send a schedule (repair completion schedule) to complete repair of all the faulty products that have been ordered, the repair center computer 40 receives the repair completion schedule. The number of repair days is calculated by adding the current repair time to the repair completion schedule. Subsequently, the repair estimate presenting server 20 reads numerical values such as repair costs and labor costs from a predetermined area of the RAM 23, calculates the total amount in the cost column, and calculates them in the estimate present column 57 for each service on the repair estimate selection screen 50. To 59 in the cost column and the repair days column (step S260). An example of the repair estimate selection screen 50 at this time is shown in FIG. Thereafter, the repair estimate selection screen 50 is transmitted to the user computer 30 (step S270), and this routine is terminated.
[0028]
When the user computer 30 receives the repair estimate selection screen 50 of FIG. 8 from the repair estimate presentation server 20, the user computer 30 displays the screen 50 on the display 32. In the same screen 50, three repair estimates, a repair estimate when using the courier service, a repair estimate when using the carry-in service, and a repair estimate when using the on-site service, are combined into one screen. Is displayed. The user looks at the repair estimate selection screen 50 and compares which service to use. After deciding on a service that suits his actual situation, the user clicks a selection button displayed under the service. Then, since the service selected by the user is transmitted from the user computer 30 to the repair estimate presenting server 20, the repair estimate presenting server 20 accepts the repair based on the received contents. In addition, when using the carry-in service, the user designates the delivery location of the defective product from the service center list in the other information column of the estimate presentation column 58 of the carry-in service, and services the location where the repaired product is received. Specify from the center list.
[0029]
Here, the correspondence between the components of the present embodiment and the components of the present invention will be clarified. The repair estimate presentation server 20 of the present embodiment corresponds to a repair estimate presentation system of the present invention, the network interface 25 corresponds to an estimate request receiving unit, the HDD 24 corresponds to a data storage unit and a repair part calculation unit, and the CPU 21 The CPU 21 and the network interface 25 correspond to an estimate screen transmission unit.
[0030]
According to the repair estimate presenting server 20 of the present embodiment described in detail above, the repair estimate in the mode using the courier service, the repair estimate in the mode using the carry-in service, and the repair estimate in the mode using the on-site service. Since three repair estimates are collectively displayed on one screen 50 (see FIG. 8), the user can select the repair mode suitable for his / her situation by looking at the screen 50, and the user can select each repair It is easy to compare and estimate the estimate of the aspect.
[0031]
In addition, the appropriate parts cost corresponding to the failure status is read from the parts cost table and reflected in the repair estimate, the appropriate labor cost corresponding to each service is read from the personnel cost table and reflected in the repair estimate, It is possible to read out an appropriate business trip cost of the on-site service (that is, an estimate of a repair mode in which a defective product is repaired by visiting) from the table and reflect it in the repair estimate.
[0032]
Furthermore, in the aspect of using the carry-in service, the repair period is fixed to one day, which is convenient when the user is in a hurry to repair, and the repair estimate presentation server 20 is suitable for the short repair period. By setting the labor cost in the labor cost table, it is possible to recover the cost commensurate with quick repair.
[0033]
It should be noted that the present invention is not limited to the above-described embodiment, and it goes without saying that the present invention can be implemented in various modes as long as it belongs to the technical scope of the present invention.
[0034]
For example, in the above-described embodiment, estimates of three repair modes of the courier service, the carry-in service, and the on-site service are collectively displayed on one screen. However, estimates of two repair modes of these three services are displayed. They may be displayed together on one screen. Alternatively, estimates of a plurality of repair modes different from these repair modes (for example, obtaining parts and repairing them by themselves) may be displayed together on one screen.
[0035]
In the above-described embodiment, the labor cost table in which the labor cost is determined for each service is used. However, the labor cost unit price per unit time is determined for each service, and the part cost table supports the current failure situation. The repair time to be read may be read out, and the repair time and the labor cost unit price may be multiplied to obtain the labor cost.
[0036]
Further, in the above-described embodiment, the courier cost is not calculated for the courier service, but the distance between the user's address (the location where the defective product is installed) and the nearest repair center is obtained and the courier service is calculated according to the distance. The flight cost may be calculated and displayed in the estimated delivery column 57 for the courier service.
[0037]
Furthermore, in the above-described embodiment, the repair estimate presentation system is configured by the repair estimate presentation server 20, but may be configured by a plurality of servers.
[Brief description of the drawings]
FIG. 1 is a configuration diagram showing an outline of a repair estimate presenting server.
FIG. 2 is an explanatory diagram of a component cost table.
FIG. 3 is an explanatory diagram of a labor cost table.
FIG. 4 is an explanatory diagram of a business trip expense table.
FIG. 5 is a flowchart of a repair estimate presenting routine.
FIG. 6 is an explanatory diagram of a repair estimate selection screen.
FIG. 7 is an explanatory diagram of a repair estimate selection screen.
FIG. 8 is an explanatory diagram of a repair estimate selection screen.
[Explanation of symbols]
12 LAN, 14 Internet, 20 Repair estimate presentation server, 21 CPU, 22 ROM, 23 RAM, 24 HDD, 24a Case database, 24b Secondary respondent classification data, 25 Network interface, 31-39 Primary responder terminal, 41- 49 Secondary responder terminal, 50 User computer, 60 Q & A screen, 61 Inquiry input field, 62 Answer input field, 70 Transfer classification data.

Claims (9)

An estimate request receiving means for receiving a request for a repair estimate of a broken product from a user computer via a telecommunication line;
Data storage means for storing data necessary to calculate a repair estimate for each of a plurality of repair modes for repairing the failed product;
Estimating means for calculating a repair estimate based on data stored in the data storage means for each of the plurality of repair modes in response to a request for a repair estimate for the failed product received by the estimate request receiving means. When,
An estimate screen transmitting means for collecting a plurality of repair estimates calculated by the estimate calculating means on one screen and transmitting them to the user computer through the telecommunication line;
Repair quotation presentation system with The data storage means stores a product failure symptom and a price of a part necessary for repairing the failure symptom in association with each other,
The estimate request receiving means receives a failure symptom together with the repair estimate request from the user computer through an electric communication line,
The estimate calculation means reads the price of a part necessary for repairing the failure symptom from the data storage means based on the failure symptom received by the estimate request receiving means, and adds it to the repair estimate of each repair mode.
The repair estimate presentation system according to claim 1. The data storage means stores a table in which each repair mode is associated with labor costs,
The estimate calculation means reads the labor cost from the data storage means for each repair mode when calculating the repair estimate of each repair mode, and adds the labor cost to the repair estimate of each repair mode.
The repair estimate presentation system according to claim 1 or 2. The plurality of repair modes include a first mode in which the faulty product is repaired on-site, a second mode in which the faulty product is delivered to a repair site and returned after the repair is completed, and the fault At least two of the third modes in which the user brings the repaired product to the repair reception location and repairs the product,
The repair estimate presentation system according to claim 1. The estimate request receiving means receives an installation location of the failed product through a telecommunication line,
The data storage means stores data necessary for calculating the cost required for on-site repair for the first aspect,
For the repair estimate according to the first aspect, the estimate calculating means stores the data necessary for calculating the cost required for the on-site repair from the serviceman representative nearest to the installation location to the installation location. Read from and calculate based on the data,
The repair estimate presentation system according to claim 4. At least one of the first to third aspects is also an aspect in which the failed product is repaired in a predetermined period.
The repair estimate presentation system according to claim 4 or 5. A computer comprising the estimate request receiving means, the data storage means, the estimate calculating means, and the estimate screen transmitting means;
The repair estimate presentation system according to any one of claims 1 to 6. By computer software for presenting a repair estimate to a user computer through a telecommunication line using data storage means for storing data necessary to calculate a repair estimate for each of a plurality of repair modes for repairing a failed product A repair quotation presentation method,
(A) receiving a request for a repair quote for a failed product from a user computer over a telecommunication line;
(B) A repair estimate is calculated based on data stored in the data storage means for each of the plurality of repair modes in response to a request for a repair estimate of the failed product received in step (a). Steps,
(C) combining the plurality of repair estimates calculated in step (b) into one screen and transmitting the same to the user computer through the telecommunication line;
Repair quotation presentation method including A program for causing one or more computers to execute each step of the method for presenting a repair estimate according to claim 8.

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