JP2006106861A - Maintenance management method and maintenance management program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a maintenance management method and a maintenance management program for sooner dispatching a maintenance staff who is able to solve the trouble of a customer for the maintenance operation of equipment where trouble occurs. <P>SOLUTION: This maintenance staff dispatch supporting server 20 calculates a distance to the operation base point of a maintenance staff based on the location information of the maintenance staff and the location information of the operation base point where an image formation apparatus 50 exists. Then, the maintenance staff dispatch support server 20 calculates the maintenance operation aptitude function value of the maintenance staff by introducing a value in the maintenance operation aptitude function table of a maintenance operation aptitude function management part 23 into a function with maintenance coping experience years, corresponding model maintenance experience years, the maintenance coping frequency evaluation value of corresponding model object failure and the average restoration time evaluation value of the corresponding model object failure as variables. Then, the maintenance staff dispatch supporting server 20 calculates the failure corresponding aptitude function value by introducing the maintenance operation aptitude function value and the distance to the operation base point into the function with the maintenance operation aptitude function value and the distance as variables, and determines the maintenance staff who instructs the maintenance operation based on the failure coping aptitude function value of each maintenance staff. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

      The present invention relates to a maintenance management method and a maintenance management program for determining a maintenance staff dispatched for maintenance work of a device in which a failure has occurred.

  Conventionally, when a failure requiring maintenance work has occurred in an image forming apparatus, a customer calls the call center and declares the content of the failure, and the maintenance staff to be dispatched is determined based on the content of the report. At this time, the customer reports the model of the image forming apparatus being used, the state of the failure that has occurred, and the like. Based on the address of the customer who has reported the failure, the call center operator can perform maintenance work on the model from the maintenance personnel in charge of the customer's area or maintenance personnel in the vicinity. Check maintenance personnel and ask maintenance personnel who are expected to be able to respond to the failure as soon as possible.

When determining such maintenance personnel, based on the location information of the maintenance personnel and the location information of the device installation location, search for the maintenance personnel closest to the installation location of the device, and perform maintenance to this maintenance personnel. A system for requesting correspondence has been developed (see, for example, Patent Document 1). Japanese Patent Application Laid-Open No. 2005-228561 discloses a technique for searching for a service person who has a part corresponding to a copier in which a problem has occurred and is closest to the copier in which the problem has occurred.
JP-A-11-136377 (page 4-6)

  However, even if maintenance personnel at the same distance from the installation location of the image forming apparatus are instructed to perform maintenance, the maintenance personnel's level of experience in maintenance work, the degree of maintenance experience for the model, The recovery work time varies depending on the degree of experience of the response. For this reason, even if the maintenance staff closest to the installation location of the device is instructed to perform maintenance, the failure cannot be recovered earlier, and the customer's trouble may not be resolved earlier.

  The present invention has been made in order to solve the above-described problems, and its purpose is to dispatch maintenance personnel who can quickly solve customer troubles for maintenance work on a failed device. To provide a maintenance management method and a maintenance management program.

  The present invention uses a maintenance staff dispatch support server provided with an experience information storage means for managing the experience period and results of maintenance work of maintenance staff, and based on the experience of the maintenance staff, maintenance work of equipment in which a failure has occurred The maintenance staff dispatch support server determines the distance to the maintenance base of the maintenance staff based on the location information of the maintenance staff and the location information of the work base where the failed device exists. And calculating the maintenance work suitability level of the maintenance staff and the distance by introducing the experience period and the record of the experience information storage means into a function having numerical values related to the experience period and the record as variables. Is introduced into a function having maintenance work suitability and distance as variables, and the failure handling suitability is calculated. Based on the failure handling suitability of each maintenance staff, the maintenance staff instructing the maintenance work is determined. According to this, a value is calculated that takes into account the maintenance staff's experience period and results to the maintenance staff's distance to the work base where the failed device exists, and the maintenance staff instructs maintenance work based on this value. Can be determined. Therefore, based on the experience period and results of the maintenance staff, maintenance work can be instructed to the maintenance staff who can solve the customer's trouble more quickly.

Furthermore, according to the present invention, the experience period and results of maintenance work by maintenance personnel are managed for each model and type of failure, and the calculation of the maintenance work suitability level includes the model and failure of the device in which the failure occurred. Depending on the type of equipment, the experience period and results of the corresponding model and fault are used. According to this, it is possible to determine the maintenance person who instructs the maintenance work according to the model of the device in which the failure has occurred and the type of the failure.

  Further, according to the present invention, the maintenance staff dispatch support server determines the distance, the average fault repair work time, and the suitability of the maintenance work, the distance to the work base of the maintenance staff, the fault repair average work time, and the maintenance work suitability. Introduce it into a function with degree as a variable, and calculate the fault response suitability. According to this, the failure response suitability is calculated by taking into account the maintenance staff distance to the work base where the faulty equipment exists and the average repair time of the repair staff, and the experience period and performance of the maintenance staff. Based on the degree of suitability, maintenance personnel can be determined to instruct maintenance work.

  Further, according to the present invention, the maintenance staff dispatch support server further introduces the failure repair average work time and the calculated maintenance work suitability into a function having the failure repair average work time and the maintenance work suitability as variables. Then, the failure repair prediction time is calculated, and the calculated failure response suitability and the calculated failure repair prediction time are introduced into a function using the distance-based failure response suitability and the failure repair prediction time as variables. To calculate the failure response suitability. According to this, the maintenance staff distance is taken into account with the maintenance staff's experience period and performance, and the fault repair average work time is adjusted with the maintenance staff's experience period and performance, and the expected repair schedule time. The failure response suitability can be calculated, and maintenance personnel instructing maintenance work can be determined based on the failure response suitability.

  Further, according to the present invention, the maintenance staff dispatch support server further includes work schedule storage means for storing work schedule information of each maintenance staff, and further, the maintenance staff has been instructed based on the work schedule information for each maintenance staff. The predicted task completion time of the task is calculated, and the failure handling suitability degree based on the calculated distance and the calculated task completion predicted time of the specified task are calculated as the failure handling suitability level based on the distance and the specified task. Is introduced into a function having the estimated time of completion of work as a variable to calculate the failure response suitability. According to this, it becomes possible to instruct maintenance work to a maintenance person who can solve a customer's trouble earlier according to the work schedule of each maintenance person.

  According to the present invention, it is possible to dispatch a maintenance person who can quickly solve a customer's trouble for the maintenance work of a device in which a failure has occurred.

(First embodiment)
Hereinafter, a first embodiment of the present invention will be described with reference to FIGS. In the present embodiment, a description will be given of a maintenance management method and a maintenance management program for dispatching maintenance personnel who can solve a customer's trouble earlier for maintenance work when a failure occurs in an image forming apparatus as a device. To do. Here, the maintenance staff instructing the maintenance work based on the distance between the maintenance staff and the work base where the image forming apparatus is installed, and the failure response suitability function value calculated based on the experience period and results of the maintenance staff. To decide.

As shown in FIG. 1, the image forming apparatus 50 is connected to a central management apparatus 60 of a customer service center via a network 70. The central management device 60 can be connected to the maintenance staff dispatch support server 20, and the central management device 60 that has received the automatic notification of the failure from the image forming apparatus 50 provides information on the failure to the maintenance staff dispatch support system. Transfer to the staff dispatch support server 20. The maintenance staff dispatch support server 20 can be connected to a maintenance work management system 40 unique to each company, and information on the maintenance work management system 40 is reflected in the maintenance staff dispatch support server 20 as described later. The maintenance staff dispatch support server 20 can be connected to the maintenance staff mobile terminal 80 carried by each maintenance staff, and transmits information instructing maintenance work to each maintenance staff to each maintenance staff mobile terminal 80.

  The image forming apparatus 50 is a general image forming apparatus having at least a printer function. The image forming apparatus 50 includes a failure notifying unit (not shown) for automatically reporting information related to the failure to the central management device 60 of the customer service center via a LAN adapter (not shown) when a failure occurs. .

  The central management device 60 is installed at the customer service center, receives failure occurrence data by automatic notification from the image forming device 50 installed at the customer, and automatically transfers this failure occurrence data to the maintenance staff dispatch support server 20. .

The maintenance work management system 40 includes a maintenance staff education history storage unit 41, a maintenance work history storage unit 42, and a customer information storage unit 43.
In the maintenance staff education history storage unit 41, education history data related to the training history of each maintenance staff is recorded every time training is performed for each model of each maintenance staff. This training history data is recorded when training for each model is completed for each maintenance staff. This education history data includes a data area for recording data relating to a maintenance staff identifier, a model identifier, and an education end date.

  In the maintenance personnel identifier data area, data relating to an identifier for specifying a maintenance worker is recorded. In the model identifier data area, data relating to an identifier for identifying each model for which maintenance has been completed for each maintenance staff is recorded. In the education end date data area, data regarding the date of completion of education for the model is recorded for the maintenance staff.

  For each maintenance staff, when the training for each model is completed, data on the maintenance staff, the model for which training has been completed, and the date on which the training has been completed is input. Based on the input data, the maintenance work management system 40 records the maintenance staff identifier, the model identifier, and the data related to the training end date in the maintenance staff education history storage unit 41, and the recorded maintenance staff identifier, the model identifier, and the training end. Education history update data regarding the date is sent to the maintenance staff dispatch support server 20.

  In the maintenance work history storage unit 42, maintenance work history data related to the maintenance work history of each maintenance staff is recorded for each maintenance work corresponding to a failure. This maintenance work history data is recorded when a maintenance work is instructed to each maintenance staff, and is updated when the maintenance work is completed. This maintenance work history data includes a data area regarding maintenance personnel identifiers, maintenance work identifiers, model identifiers, failure identifiers, work dates, work start times, and work end times.

  In the maintenance personnel identifier data area, data relating to an identifier for specifying a maintenance worker is recorded. In the maintenance work identifier data area, data relating to an identifier for specifying the maintenance work instructed by the maintenance staff is recorded. In the model identifier data area, data relating to an identifier for specifying the model of the image forming apparatus that has performed the maintenance work is recorded. In the failure identifier data area, data relating to an identifier for specifying the type of failure that is the subject of the maintenance work is recorded. In the work date data area, data related to the date on which the maintenance work was performed is recorded. Data relating to the start time of the maintenance work is recorded in the work start time data area. Data relating to the end time of the maintenance work is recorded in the work end time data area.

When the maintenance work history data is recorded in the maintenance work history storage unit 42 or when the maintenance work history data is updated by recording the work end time, the maintenance work management system 40
Transmits maintenance work history update data to the maintenance staff dispatch support server 20. This maintenance work history update data includes data on maintenance personnel identifiers, maintenance work identifiers, model identifiers, failure identifiers, work dates, work start times, and work end times.

  In the customer information storage unit 43, customer data is recorded for each customer. This customer data is recorded when a maintenance contract is concluded with the customer. This customer data includes a data area relating to a customer identifier, a customer name, an address, position information, an image forming apparatus identifier, and a model identifier.

  In the customer identifier data area, data relating to an identifier for specifying a company or the like as a customer is recorded. In the customer name data area, data relating to the name of a company or the like that is a customer is recorded. Data relating to the customer's address is recorded in the address data area. In the position information data area, data relating to the latitude and longitude specified based on the address recorded in the address data area is recorded. In the image forming apparatus data area, data relating to an identifier for specifying the customer's image forming apparatus is recorded. In the model identifier data area, data relating to the model identifier for specifying the model of the customer's image forming apparatus is recorded.

  In the present embodiment, when the data in the customer information storage unit 43 is updated, the maintenance work management system 40 transmits customer information update data related to the update contents to the maintenance staff dispatch support server 20.

  The maintenance worker mobile terminal 80 is a mobile terminal such as a mobile phone carried by a maintenance worker, and has a position measurement function using GPS, a communication function using e-mail, and the like. Each maintenance staff carries the maintenance staff mobile terminal 80 and receives an instruction from the maintenance staff dispatch support server 20 regarding the maintenance work by e-mail.

  The maintenance staff dispatch support server 20 includes a control unit (CPU), a storage unit (RAM, ROM, hard disk, etc.), a data transmission / reception unit, and the like (not shown), and processing (distance calculation stage, maintenance work suitability calculation stage), (Processing including failure response suitability calculation stage, maintenance staff determination stage, etc.). By executing the maintenance management program for this purpose, the maintenance staff dispatch support server 20 functions as a distance calculating means, a maintenance work suitability calculating means, a failure handling suitability calculating means, a maintenance staff determining means, and the like.

  The distance calculation means calculates the distance to the maintenance staff's work base based on the maintenance staff's position information and the work base where the faulty image forming apparatus 50 is installed. The maintenance job aptitude calculation means calculates the maintenance job aptitude function value (maintenance job aptitude) of the maintenance staff based on the data relating to the experience period and results recorded in the maintenance job aptitude function table 90 (see FIG. 2). calculate. The failure response suitability calculation means calculates a failure response suitability function value (failure response suitability) based on the maintenance task suitability function value and the distance of the maintenance staff to the work base. The maintenance staff determination means determines a maintenance engineer who instructs maintenance work based on the failure response suitability function value of each maintenance staff.

  This maintenance staff dispatch support server 20 includes a fault information receiving section 21, a reported fault selection input section 22, a maintenance work suitability function management section 23, a customer information management section 24, a maintenance staff dispatch support information search section 31, and a fault response suitability degree. A function calculator 32, a maintenance staff dispatch support information determination section 33, and a maintenance staff dispatch support information transmission section 34 are provided.

  The failure information receiving unit 21 receives failure occurrence data transferred from the central management device 60, and based on this failure occurrence data, data including identification information (image forming device identifier) of the image forming device 50 in which the failure has occurred. Is sent to the maintenance staff dispatch support information search unit 31.

  On the other hand, the reporting failure selection input unit 22 displays a reporting failure input screen for inputting the content of the failure reported by the user on a terminal (not shown) used by the call center operator. When the user informs the call center of the occurrence of a failure by telephone or the like, the call center operator inputs the data on the report failure input screen and makes selections to the maintenance staff dispatch support server 20 with the content of the failure reported by the user. input. The reporting failure selection input unit 22 passes data related to the customer identifier and the failure content to the maintenance staff dispatch support information search unit 31 based on the data input on the reporting failure input screen.

  The maintenance job aptitude function management unit 23 records a maintenance job aptitude function table 90 shown in FIG. 2 for each maintenance worker, that is, for each maintenance worker identifier, as experience information storage means. Each maintenance work aptitude function table 90 records the following data relating to the maintenance work experience period and results for each maintenance person.

  For example, as shown in FIG. 2, an average recovery time evaluation value AL2 and a maintenance response count evaluation value AL1 are recorded for the failure L of the model A of the maintenance engineer. Similarly, the average recovery time evaluation value and the maintenance response count evaluation value are recorded for the faults M, N. Furthermore, the corresponding model maintenance start date A1 and the corresponding model maintenance experience years A2 are recorded for the failure of the model A of the maintenance staff.

  Similarly, for models B, C..., The average recovery time evaluation value and the maintenance response count evaluation value for each failure, the corresponding model maintenance start date, and the corresponding model maintenance experience years are recorded. Furthermore, the maintenance staff's experience years X are recorded.

  The maintenance experience experience years are the experience years of maintenance work of each maintenance staff. The maintenance experience years are recorded on the basis of the education end date in the education history data from the maintenance work management system 40. Specifically, when the training history data is received, the maintenance staff dispatch support server 20 first, based on the maintenance staff identifier of the training history data, the maintenance support start information regarding the maintenance staff identifier and the maintenance support start date. A maintenance support start information storage unit (not shown) for recording data is searched. If the maintenance response start information data of the maintenance staff identifier is not recorded, the maintenance staff dispatch support server 20 uses the maintenance staff identifier and the training end date in the training history data as the maintenance staff identifier and the maintenance date. This is recorded in the maintenance response start information storage unit as the response start date. Then, the maintenance staff dispatch support server 20 calculates the maintenance support experience years based on the maintenance support start date and the current date, and based on the calculated maintenance support experience years, The maintenance experience years in the maintenance work aptitude function table 90 specified by the maintenance staff identifier is updated.

  The corresponding model maintenance start date is the date when the maintenance staff started the maintenance work for this model. The corresponding model maintenance start date is recorded when educational history update data is received from the maintenance work management system 40. Specifically, the maintenance staff dispatch support server 20 specifies the maintenance work aptitude function function table 90 based on the maintenance staff identifier in the educational history update data. Then, based on the model identifier in the training history update data, the model identifier in the maintenance work suitability function table 90 is specified, and the corresponding model maintenance start date corresponding to the model identifier is used as the training history update data. Record the end date of education.

  The corresponding model maintenance years are the years in which the maintenance staff has experienced maintenance work on the model. The corresponding model maintenance experience years are recorded based on the corresponding model maintenance start date and the current date.

The maintenance response count evaluation value of the corresponding model target failure is an evaluation value based on the number of maintenance responses for each model of each maintenance staff and for each failure. Specifically, as the maintenance response count evaluation value for the corresponding target model failure, the maintenance response count: “0” for 0 times, the maintenance response count: “1” for 1 to less than 5 times, maintenance support Number of times: “2” for 5 times to less than 10 times, number of maintenance correspondences: “3” for 10 times to less than 15 times, etc.

  The maintenance response count evaluation value of the corresponding model target failure is recorded based on maintenance work history update data from the maintenance work management system 40. Specifically, the maintenance worker dispatch support server 20 stores maintenance work result storage unit (data for maintenance personnel identifier, model identifier, failure identifier, number of times of maintenance, average recovery time based on maintenance work history update data ( The number of maintenance correspondences specified by the maintenance staff identifier, model identifier, and failure identifier is updated. Then, the maintenance staff dispatch support server 20 specifies the maintenance work aptitude function function table 90 based on the maintenance staff identifier in the maintenance work history update data. Then, the maintenance staff dispatch support server 20 corresponds the maintenance response count evaluation value specified by the model identifier and the failure identifier of the maintenance work history update data of the maintenance job aptitude function table 90 to the updated maintenance response count. Update with the maintenance response count evaluation value.

  The average recovery time evaluation value of the corresponding model target failure is an evaluation value based on the average recovery time for each model of each maintenance staff and for each failure. Specifically, as the average recovery time evaluation value for the corresponding model target failure, the average recovery time: “10” for less than 30 minutes, the average recovery time: “9” for 30 minutes to less than 60 minutes, average Recovery time: “8” for 60 minutes or more and less than 90 minutes, average recovery time: “7” for 90 minutes or more and less than 120 minutes.

  The average recovery time evaluation value of the corresponding model target failure is recorded based on the maintenance work history update data from the maintenance work management system 40. Specifically, the maintenance staff dispatch support server 20 first calculates the recovery time based on the work start time and work end time in the maintenance work history update data. And the maintenance worker dispatch support server 20 is based on the calculated recovery time and the maintenance response number and the average recovery time specified by the maintenance operator identifier, the model identifier, the failure identifier of the maintenance work result storage unit, The maintenance machine and the average recovery time of the target failure are calculated for the maintenance staff. The maintenance staff dispatch support server 20 is specified by the maintenance staff identifier, the model identifier, and the failure identifier of the maintenance work performance storage unit based on the maintenance staff identifier, the model identifier, and the failure identifier of the maintenance work history update data. Update the average recovery time. Then, the maintenance staff dispatch support server 20 obtains an average recovery time evaluation value corresponding to the average recovery time according to the above-mentioned correspondence, and records it as an average recovery time evaluation value of the corresponding model target failure.

  The customer information management unit 24 records customer data for each customer. This customer data is recorded by reflecting the data in the customer information storage unit 43 of the maintenance work management system 40 for customers who have a maintenance contract. In the present embodiment, customer data is updated in the customer information management unit 24 based on customer information update data from the maintenance work management system 40. This customer data includes data relating to a customer identifier, a customer name, an address, position information, an image forming apparatus identifier, and a model identifier. Data recorded in each data area is the same as each data in the customer data of the customer information storage unit 43 described above.

  The maintenance worker dispatch support information search unit 31 is for acquiring information for determining a maintenance worker to be dispatched based on the data passed from the failure information receiving unit 21 or the data passed from the reported failure selection input unit 22. The maintenance work aptitude function management unit 23 and the customer information management unit 24 are searched.

  The failure response suitability function calculation unit 32 is a function for calculating a failure response suitability function value used for determining a maintenance worker to be dispatched based on the information searched by the maintenance worker dispatch support information search unit 31. Perform the operation. That is, the failure handling suitability function calculating unit 32 corresponds to the above-described distance calculation means, maintenance work suitability calculation means, and failure handling suitability calculation means.

  The maintenance worker dispatch support information determination unit 33 performs determination for determining the maintenance personnel to be dispatched based on the failure handling suitability function function value calculated by the failure handling suitability function calculation unit 32. That is, the maintenance staff dispatch support information determination unit 33 corresponds to the maintenance staff determination means described above.

The maintenance staff dispatch support information transmission unit 34 transmits an e-mail describing a maintenance work instruction to the maintenance staff mobile terminal 80 of the maintenance staff determined as the maintenance staff to be dispatched.
A case will be described in which a maintenance staff who can solve a customer's trouble earlier is dispatched for maintenance work when a failure occurs in the image forming apparatus using the system configured as described above. Here, the failure response suitability function value is calculated based on the distance between the maintenance worker and the work base where the image forming apparatus is installed, the maintenance worker's experience period and results, and based on this failure response suitability function value. Determine the maintenance personnel who will instruct maintenance work.

  When a failure that requires maintenance by the maintenance staff occurs in the image forming apparatus 50, the image forming apparatus 50 automatically notifies the central management device 60 of the occurrence of the failure using the failure notification data. The central management device 60 that has received the failure notification data transfers the failure notification data to the maintenance staff dispatch support server 20. The maintenance staff dispatch support server 20 receives the failure report data by the failure information receiving unit 21. The failure information reception unit 21 passes the received failure notification data to the maintenance staff dispatch support information search unit 31.

  On the other hand, when the user confirms that a failure has occurred in the image forming apparatus 50, the user declares the failure content to the call center that operates the maintenance staff dispatch support server 20 by telephone or the like. The person in charge of the call center who has received this report inputs data regarding the contents of the failure from the reported failure selection input unit 22. The reported failure selection input unit 22 passes the data regarding the input failure content to the maintenance staff dispatch support information search unit 31.

  The maintenance staff dispatch support server 20 performs processing for selecting a more appropriate maintenance staff and instructing maintenance work to the maintenance staff based on the received failure notification data or input data based on the report from the user. This process will be described with reference to FIG.

  As shown in FIG. 3, the maintenance staff dispatch support server 20 first calculates the distance of each maintenance staff to the work base (step S <b> 1-1). Specifically, first, the maintenance staff dispatch support information search unit 31 of the maintenance staff dispatch support server 20 performs the customer information management section 24 based on the customer identifier included in the failure report data or the input data based on the user's report. Thus, information on the location of the identified customer is extracted, and position information (latitude / longitude) of the work base that is the location of the customer is extracted. Furthermore, the maintenance staff dispatch support information search unit 31 specifies the position of each maintenance staff based on the position information (latitude / longitude) obtained by the GPS function of the maintenance staff mobile terminal 80. Then, the maintenance staff dispatch support information search unit 31 passes the position information of the work base and the position information of each maintenance staff to the failure handling aptitude function calculation unit 32. The failure handling aptitude function calculating unit 32 calculates the distance of each maintenance staff to the work base based on the position information of the work base and the position information of each maintenance staff.

Next, the maintenance staff dispatch support server 20 calculates the maintenance work aptitude function value of each maintenance staff (step S1-2). Specifically, first, the maintenance staff dispatch support information search unit 31 searches the maintenance work aptitude function table 90 of each maintenance staff of the maintenance work aptitude function management unit 23 for the years of maintenance support and the corresponding model. The corresponding model maintenance experience years, the maintenance model frequency evaluation value and the average recovery time evaluation value of the corresponding model and target failure are extracted. For example, when the model of the image forming apparatus 50 in which the failure has occurred is “model A” and the type of failure is “failure L”, the maintenance experience years (X) and the corresponding model maintenance experience years (A2) Then, the maintenance model frequency evaluation value (AL1) and the average recovery time evaluation value (AL2) of the corresponding model and the target failure are extracted. Then, the failure handling aptitude function calculation unit 32 sets, for each maintenance staff, the maintenance work aptitude function function value corresponding to the corresponding model and the target fault, and the maintenance work suitability function function using numerical values related to the experience period and actual results of the maintenance staff as variables. Calculate using. In this embodiment, the following functions (maintenance work suitability function) with the years of maintenance experience, the years of maintenance experience of the supported models, the maintenance response count evaluation value of the corresponding model target failure, and the average recovery time evaluation value of the corresponding model target failure as variables: ) Is used.

Maintenance work suitability function value = years of maintenance experience + number of years of maintenance experience + number of maintenance correspondence evaluations for failure of the target model × average recovery time evaluation value of failure for the target model For example, the corresponding model is "model A", target When the failure is “failure L”, when the maintenance experience years of the target maintenance staff is X, the following function is used.

Maintenance work aptitude function value = X + A2 + AL1 × AL2
Here, the maintenance experience years is a basic factor for maintenance personnel, and the corresponding model maintenance experience years are experience factors for this model of this maintenance personnel. Is an experience factor for this model of this maintenance person and this failure.

  Next, the maintenance staff dispatch support server 20 calculates, for each maintenance staff, a value (distance adjustment value) obtained by adjusting the distance to the work base of each maintenance staff using the maintenance work suitability function value (step S1-3). Specifically, the failure handling aptitude function calculating unit 32 calculates the distance adjustment value for each maintenance staff using a function having the distance to the work base and the maintenance work aptitude function value as variables. In this embodiment, in this embodiment, for each maintenance staff, this distance adjustment value is calculated by multiplying the distance to the work base by the reciprocal of the maintenance work suitability function value.

  Next, the maintenance staff dispatch support server 20 calculates a failure response suitability function value of each maintenance staff based on the distance adjustment value (step S1-4). Specifically, the failure handling aptitude function calculating unit 32 introduces the distance adjustment value into a function having the distance adjustment value as a variable for each maintenance staff, and calculates the failure handling aptitude function value. Therefore, the failure handling suitability function value based on the distance is calculated based on the distance adjustment value. In the present embodiment, the distance adjustment value is a failure handling aptitude function value.

  Then, the maintenance staff dispatch support server 20 determines a maintenance staff instructing the maintenance work based on the failure response suitability function value of each maintenance staff (step S1-5). Specifically, the maintenance staff dispatch support information determination unit 33 selects a maintenance staff having a smaller failure response suitability function value and determines the maintenance staff to instruct maintenance work.

  As described above, the maintenance staff to be instructed for maintenance work is determined. Then, the maintenance staff dispatch support server 20 transmits an e-mail of a maintenance work instruction to the maintenance staff mobile terminal 80 of the determined maintenance staff. Specifically, the maintenance staff dispatch support information transmission unit 34 specifies the email address of the maintenance staff mobile terminal 80 of the maintenance staff based on the determined maintenance staff identifier of the maintenance staff, and the maintenance address is stored in the email address. Send an email with information about work instructions. Here, the maintenance work instruction described in the e-mail includes information on the name and address of the customer as the work base, the model of the image forming apparatus in which the failure has occurred, and the type of failure.

  When the maintenance worker portable terminal 80 receives the maintenance work instruction e-mail, the maintenance person confirms the contents of the e-mail, visits the customer according to the maintenance work instruction in the e-mail, and performs the maintenance work.

As described above, according to the present embodiment, the following effects can be obtained.
(1) In the above embodiment, the maintenance staff dispatch support server 20 determines the distance to the maintenance staff's work base based on the maintenance staff's positional information and the location information of the work base where the image forming apparatus 50 in which the failure has occurred. Is calculated. Then, the values in the maintenance work aptitude function table 90 for each maintenance staff are used as the number of years of maintenance experience, the number of years of maintenance experience of the corresponding model, the number of times of maintenance correspondence of the corresponding model target failure, and the average recovery time evaluation of the corresponding model target failure. Introduce into a function whose value is a variable and calculate the maintenance work aptitude function value of the maintenance staff. Then, the maintenance work aptitude function value and the distance of the maintenance staff to the work base are introduced into a function having the maintenance work aptitude function value and the distance as variables to calculate the failure handling aptitude function value. Then, based on the failure response suitability function value of each maintenance person, a maintenance person who instructs maintenance work is determined. According to this, a value in which the maintenance worker's experience period and results are added to the distance of the maintenance worker to the work base where the image forming apparatus 50 in which the failure has occurred is calculated, and maintenance work is instructed based on this value. Maintenance personnel can be determined. Therefore, based on the experience period and results of the maintenance staff, maintenance work can be instructed to the maintenance staff who can solve the customer's trouble more quickly.

  (2) In the above embodiment, the data relating to the experience period and results of maintenance work by maintenance personnel is managed for each model and type of failure, and according to the model and type of failure of the image forming apparatus 50 in which the failure has occurred. Then, the maintenance work aptitude degree function value is calculated using the corresponding experience period and result data. As a result, it is possible to determine a maintenance person who instructs maintenance work according to the model of the image forming apparatus 50 in which the failure has occurred and the type of the failure.

(Second Embodiment)
Hereinafter, a second embodiment of the present invention will be described with reference to FIG. In this embodiment, the failure repair prediction time of each maintenance worker is obtained according to the experience period and results of the maintenance worker, the failure repair prediction time, the distance to the work base, the maintenance work suitability function value of the maintenance worker, Based on the above, a maintenance person who instructs maintenance work is determined.

  In the present embodiment, the maintenance staff dispatch support server 20 shown in FIG. 1 in the first embodiment further includes a failure repair average work time management unit. The failure repair average work time management unit includes a failure repair average work time storage unit that records data relating to an average work time (failure repair average work time) for failure repair for each type of failure. Other configurations in the present embodiment are the same as in the case of the first embodiment, and a description thereof will be omitted.

  A case will be described in which a maintenance staff who can solve a customer's trouble is dispatched for maintenance work when a failure occurs in the image forming apparatus using the system configured as described above. Here, the value calculated using the distance of the maintenance staff to the work base and the maintenance work suitability function value of the maintenance staff, the average repair work time and the maintenance work suitability function value of the maintenance staff are used. The failure response suitability function value is calculated based on the calculated failure repair prediction time. Then, based on the failure response suitability function value, a maintenance person who instructs maintenance work is determined.

  When a failure that requires maintenance by the maintenance staff occurs in the image forming apparatus 50, the notification of the occurrence of the failure from the image forming apparatus 50 and the input of the failure content based on the report by the user are the same as in the case of the first embodiment. It is the same. That is, when the failure information receiving unit 21 receives failure notification data based on automatic notification from the image forming apparatus 50, the failure notification data is input to the maintenance staff dispatch support server 20. Also, data related to the failure content is input to the maintenance staff dispatch support server 20 from the reported failure selection input unit 22 by an input by a person in charge of the call center based on the report by the user.

  The maintenance staff dispatch support server 20 performs processing for selecting a more appropriate maintenance staff and instructing maintenance work to the maintenance staff based on the received failure notification data or input data based on the report from the user. This process will be described with reference to FIG.

As illustrated in FIG. 4, the maintenance worker dispatch support server 20 performs the processes of steps S2-1 to S2-3 in the same manner as the processes of steps S1-1 to S1-3 of the first embodiment. . That is, the maintenance staff dispatch support server 20 first calculates the distance of each maintenance staff to the work base (step S2-1). Then, the maintenance staff dispatch support server 20 calculates the maintenance work aptitude function value of each maintenance staff (step S2-2), and is a value obtained by adjusting the distance to the work base of each maintenance staff using the maintenance work suitability function value. (Distance adjustment value) is calculated for each maintenance staff (step S2-3). Specific processing in steps S2-1 to S2-3 is the same as the processing in steps S-1 to S1-3 in the first embodiment.

Next, the maintenance worker dispatch support server 20 calculates the failure repair predicted time function value of each maintenance worker based on the failure repair average work time and the maintenance work suitability function value (step S2-4). Specifically, the maintenance work aptitude degree function management unit 23 first extracts the failure repair average work time for the target model and the target failure from the failure repair average work time storage unit. Then, the maintenance work aptitude function management unit 23 uses the fault repair average work time and the calculated maintenance work suitability function value as fault repair predictions using the fault repair average work time and the maintenance work aptitude function value as variables. Introduced into the time function, a failure repair prediction time function value is calculated for each maintenance staff. Here, as a failure repair prediction time function,
Failure repair predicted time function value = failure repair average work time × 1 / maintenance work suitability function value.

  Next, the maintenance worker dispatch support server 20 calculates a failure response suitability function value for each maintenance worker based on the distance adjustment value and the failure repair predicted time function value (step S2-5). Specifically, the failure handling aptitude function calculating unit 32 uses the distance adjustment value and the failure repair prediction time function value calculated for each maintenance staff as variables and the distance adjustment value and the failure repair prediction time function value as variables. Introduce into the function and calculate the fault response aptitude function value. For example, the failure response suitability function value is calculated by summing the distance adjustment value and the failure repair prediction time function value.

  Then, the maintenance staff dispatch support server 20 determines a maintenance staff instructing the maintenance work based on the failure response suitability function value of each maintenance staff (step S2-6). Specifically, the maintenance staff dispatch support information determination unit 33 selects a maintenance staff having a smaller failure response suitability function value and determines the maintenance staff to instruct maintenance work.

  As described above, the maintenance staff who is instructed to perform the maintenance work is determined. Then, as in the case of the first embodiment, the maintenance staff dispatch support server 20 transmits an e-mail for instructing maintenance work to the maintenance staff mobile terminal 80 of the determined maintenance staff. When the maintenance worker portable terminal 80 receives the maintenance work instruction e-mail, the maintenance person confirms the contents of the e-mail, visits the customer according to the maintenance work instruction in the e-mail, and performs the maintenance work.

As described above, according to the present embodiment, in addition to the effects (1) and (2), the following effects can be obtained.
(3) In the embodiment described above, the maintenance staff dispatch support server 20 uses the failure repair average work time and the calculated maintenance work suitability function value as the variables, and the failure repair average work time function value and the maintenance work suitability function as variables. Introduce into function to calculate failure repair prediction time. Then, the calculated failure response suitability is calculated by introducing the calculated failure response suitability function value and the calculated failure repair prediction time into a function having the failure response suitability based on distance and the failure repair prediction time as variables. . According to this, the maintenance staff distance is taken into account with the maintenance staff's experience period and performance, and the fault repair average work time is adjusted with the maintenance staff's experience period and performance, and the expected repair schedule time. The failure response suitability can be calculated, and maintenance personnel instructing maintenance work can be determined based on the failure response suitability.

(Third embodiment)
Hereinafter, a third embodiment of the present invention will be described with reference to FIG. In the present embodiment, a maintenance person who instructs maintenance work is determined based on the work schedule of the maintenance person.

  In the present embodiment, the maintenance staff dispatch support server 20 shown in FIG. 1 in the first embodiment further includes a work completion predicted time management unit. This work completion prediction time management unit records a work completion prediction time table 100 shown in FIG. 5 as work schedule storage means. In this work completion prediction time table 100, for each maintenance person, a maintenance person identifier, a work completion prediction time for each designated maintenance work, and an overall work completion prediction time are recorded. The work completion prediction time table 100 is updated based on the maintenance work history update data when the maintenance work history update data is received from the maintenance work management system 40. Specifically, when the work end time is not set in the maintenance work history update data, based on the work start time in the maintenance work history update data and the failure repair average work time for the corresponding model and target failure, The estimated work completion time is calculated and recorded in the estimated work completion time table 100 in association with the maintenance work identifier. The predicted work completion time of the maintenance work instructed last for each maintenance worker is recorded as the overall work completion predicted time. Other configurations in the present embodiment are the same as those in the first embodiment, and a description thereof will be omitted.

  A case will be described in which a maintenance staff who can solve a customer's trouble is dispatched for maintenance work when a failure occurs in the image forming apparatus using the system configured as described above. Here, based on the value calculated based on the distance to the maintenance staff's work base and the maintenance work suitability function value of the maintenance staff, and the estimated work completion time when the instructed work of the maintenance staff is completed A failure response suitability function value is calculated, and a maintenance person who instructs maintenance work is determined based on the failure response suitability function value.

  When a failure that requires maintenance by the maintenance staff occurs in the image forming apparatus 50, the notification of the occurrence of the failure from the image forming apparatus 50 and the input of the failure content based on the report by the user are the same as in the case of the first embodiment. It is the same. That is, when the failure information receiving unit 21 receives failure notification data based on automatic notification from the image forming apparatus 50, the failure notification data is input to the maintenance staff dispatch support server 20. Also, data related to the failure content is input to the maintenance staff dispatch support server 20 from the reported failure selection input unit 22 by an input by a person in charge of the call center based on the report by the user.

  The maintenance staff dispatch support server 20 performs processing for selecting a more appropriate maintenance staff and instructing maintenance work to the maintenance staff based on the received failure notification data or input data based on the report from the user. In the present embodiment, a failure response suitability function value is calculated in consideration of the predicted work completion time of the instructed maintenance work for each maintenance staff.

Specifically, the maintenance worker dispatch support server 20 first performs the processes of Step S1-1 to Step S1-3 of the first embodiment.
Next, the maintenance staff dispatch support server 20 calculates a work completion prediction time function value of the instructed maintenance work for each maintenance staff. Specifically, first, the maintenance staff dispatch support information search unit 31 selects each maintenance staff from among the maintenance work instructed for each maintenance staff recorded in the work completion prediction time table 100 of the predicted work completion time management section. The final predicted work completion time is extracted. Then, the final predicted work completion time of each maintenance worker is introduced into a function having the final predicted task completion time as a variable, and a predicted work completion time function value is calculated for each maintenance worker.

  Next, as a process corresponding to step S1-4 in the first embodiment, the maintenance worker dispatch support server 20 determines the suitability of each maintenance worker for failure based on the distance adjustment value and the estimated work completion time function value. Calculate the degree function value. Specifically, the failure handling aptitude function calculation unit 32 uses, for each maintenance staff, the calculated distance adjustment value and the calculated work completion predicted time function value as variables and the distance adjustment value and the work completion predicted time function value as variables. Is introduced into the function to calculate the failure response suitability function value. For example, the failure handling suitability function value is calculated by summing the distance adjustment value and the work completion predicted time function value.

  Then, the maintenance staff dispatch support server 20 determines a maintenance staff instructing the maintenance work based on the failure response suitability of each maintenance staff (processing corresponding to step S1-5). Specifically, the maintenance staff dispatch support information determination unit 33 selects a maintenance staff having a smaller failure response suitability function value and determines the maintenance staff to instruct maintenance work.

  As described above, the maintenance staff to be instructed for maintenance work is determined. Then, as in the case of the first embodiment, the maintenance staff dispatch support server 20 transmits an e-mail for instructing maintenance work to the maintenance staff mobile terminal 80 of the maintenance staff. When the maintenance worker portable terminal 80 receives the maintenance work instruction e-mail, the maintenance person confirms the contents of the e-mail, visits the customer according to the maintenance work instruction in the e-mail, and performs the maintenance work.

As described above, according to the present embodiment, in addition to the effects (1) and (2), the following effects can be obtained.
(4) In the above embodiment, the maintenance worker dispatch support server 20 uses the operation completion prediction time table 100 to calculate the operation completion prediction time of the operation that has been instructed to the maintenance personnel. Then, the failure response suitability calculated based on the distance and the calculated work completion predicted time of the instructed work are calculated, and the failure response suitability based on the distance and the work completion predicted time of the specified work are used as variables. Introduce it into the function to calculate the failure response suitability. Thereby, according to the work schedule of each maintenance staff, it becomes possible to instruct maintenance work to the maintenance staff who can solve the trouble of the customer earlier.

In addition, you may change the said embodiment into the following aspects.
In the third embodiment, for each maintenance staff, a predicted work completion time based on a value (distance adjustment value) obtained by adjusting the distance to the work base according to the suitability of maintenance work and the predicted work completion time of the instructed work Based on the function value, the failure handling aptitude function value was calculated. Instead, the distance adjustment value, the failure repair prediction time function value, and the work completion prediction time function value are calculated using the failure repair prediction time function value calculated based on the failure repair average prediction time and the maintenance work suitability function value. Based on the above, a failure response suitability function value may be calculated. In this case, the failure repair prediction time function value is calculated using a function having the failure repair average prediction time and the maintenance work suitability function value as variables, and the distance adjustment value, the failure repair prediction time function value, the work completion prediction time function The failure handling aptitude function value is calculated using a function whose value is a variable. As a result, based on the work schedule of each maintenance staff and the work time at the work base, it is possible to instruct maintenance work to a maintenance staff who can solve the customer's trouble more quickly.

  In the first to third embodiments, data is reflected in the maintenance work aptitude degree function table 90 every time the maintenance worker education history storage unit 41 and the maintenance work history storage unit 42 are updated. In the third embodiment, data is reflected in the work completion prediction time table 100 each time the maintenance work history storage unit 42 is updated. These data may be collectively reflected in the maintenance work aptitude degree function table 90 and the work completion predicted time table 100 at a predetermined interval. For example, the reflection to the maintenance work aptitude degree function table 90 may be performed every day, and the reflection of the work completion predicted time table 100 may be performed every 10 minutes.

In the second embodiment, the distance adjustment value and the failure repair prediction time function value are calculated, and the failure handling aptitude function value is calculated based on these values. Instead, use the distance without adjusting it based on the maintenance work aptitude function value, and handle the failure based on the distance to the maintenance staff's work base, the average repair work time, and the calculated maintenance work aptitude function value. An aptitude function value may be calculated. In this case, the distance to the maintenance staff's work base, the average fault repair work time, and the calculated maintenance work aptitude function value, the distance to the maintenance staff's work base, the average fault repair work time, and the maintenance work suitability function value. Is introduced into a function having a variable as a variable, and a fault response suitability function value is calculated. In this case as well, it is possible to instruct maintenance work to a maintenance person who can resolve the trouble of the customer earlier based on the distance to the work base of the maintenance staff and the work time at the work base.

  In the second embodiment, for each maintenance staff, the failure response suitability function value is calculated based on the distance adjustment value and the failure repair predicted time function value. Instead of this, when the distance adjustment value is equal to or greater than a predetermined value, it is not necessary to calculate the failure repair predicted time function value as out of dispatch. As a result, when the distance adjustment value is equal to or greater than a predetermined value, it is excluded from dispatch, and in this case, the processing can be reduced by not calculating the failure repair predicted time function value.

  In the third embodiment, for each maintenance person, the failure response suitability function value is calculated based on the distance adjustment value and the work completion predicted time function value. Instead, when the distance adjustment value is equal to or greater than a predetermined value, the work completion predicted time function value need not be calculated as out of dispatch. As a result, when the distance adjustment value is equal to or greater than a predetermined value, it is excluded from dispatch, and in this case, the processing can be reduced by not calculating the failure repair predicted time function value.

  In the second embodiment, the same maintenance service suitability function value used when calculating the distance adjustment value and maintenance work suitability function value used when calculating the failure repair prediction time function value are the same. Using. Instead, both the maintenance work aptitude function value used when calculating the distance adjustment value and the maintenance work aptitude function value used when calculating the failure repair prediction time function value are both the maintenance staff's experience period. As long as the calculation is based on the actual results, the calculation may be performed using different functions.

  In the first to third embodiments, it is assumed that maintenance work is performed on the image forming apparatus 50, but the target of the maintenance work may be other equipment.

The system schematic of embodiment of this invention. Explanatory drawing of a maintenance work aptitude degree function table. Explanatory drawing of the process sequence of the 1st Embodiment of this invention. Explanatory drawing of the process sequence of the 2nd Embodiment of this invention. Explanatory drawing of a work completion estimated time table.

Explanation of symbols

  DESCRIPTION OF SYMBOLS 20 ... Maintenance worker dispatch support server, 23 ... Maintenance work aptitude function management part as experience information storage means, 50 ... Image forming apparatus as apparatus, 80 ... Maintenance worker portable terminal, 90 ... Maintenance work aptitude degree function table, 100 ... Work completion prediction time table.

Claims (10)

Based on the experience of maintenance personnel, dispatched for maintenance work of the equipment where the failure occurred, using the maintenance staff dispatch support server equipped with experience information storage means to manage the experience period and results of maintenance work of maintenance personnel A maintenance management method for determining maintenance personnel to perform,
The maintenance staff dispatch support server
A distance calculation stage for calculating a distance to the maintenance site of the maintenance staff based on the location information of the maintenance staff and the location information of the maintenance base where the failed device exists;
A maintenance work aptitude degree calculating step for calculating the maintenance work aptitude degree of the maintenance staff by introducing the experience period and the actual result of the experience information storage means into a maintenance work aptitude degree function having numerical values related to the experience period and the achievement as variables; and
Introducing the maintenance work suitability and the distance into a function having the maintenance work suitability and distance as variables to calculate a failure handling suitability degree calculating step;
A maintenance management method, comprising: a maintenance staff determination stage for determining a maintenance staff instructing maintenance work based on a failure handling suitability level of each maintenance staff.   The experience period and results of maintenance work by maintenance personnel are managed for each model and type of failure, and the degree of suitability for maintenance work is calculated according to the model of the device in which the failure occurred and the type of failure. The maintenance management method according to claim 1, wherein an experience period and an actual result of the failure are used. The failure response aptitude calculation step includes:
Introducing the distance, fault repair average work time, and maintenance work suitability into a function that uses the distance from the maintenance staff to the work base, fault repair average work time, and maintenance work suitability as variables. The maintenance management method according to claim 1, wherein the maintenance management method is calculated. The failure response aptitude calculation step further includes:
Introduce the average failure repair work time and the calculated maintenance work suitability into a function that uses the failure repair average work time and the maintenance work suitability as variables, and calculate the expected failure repair time.
Introducing the calculated failure response suitability and the calculated failure repair prediction time into a function having a distance-based failure response suitability and failure repair prediction time as variables, and calculating the failure response suitability The maintenance management method according to claim 1 or 2, characterized in that The maintenance staff dispatch support server further includes work schedule storage means for storing work schedule information of each maintenance staff,
The failure response aptitude calculation step further includes:
For each maintenance person, calculate the work completion prediction time of the instructed work based on the work schedule information,
A function having the failure handling suitability degree based on the calculated distance and the calculated work completion predicted time of the instructed work as variables, and the failure handling suitability degree based on the distance and the work completion prediction time of the instructed work as variables. The maintenance management method according to any one of claims 1 to 4, wherein the failure management suitability is calculated by introducing into the system. Based on the experience of maintenance personnel, dispatched for maintenance work of the equipment where the failure occurred, using the maintenance staff dispatch support server equipped with experience information storage means to manage the experience period and results of maintenance work of maintenance personnel A maintenance management program for determining a maintenance person to perform,
The maintenance staff dispatch support server,
A distance calculation means for calculating a distance to the work base of the maintenance staff based on the position information of the maintenance staff and the position information of the work base where the failed device exists;
Maintenance work aptitude calculation means for calculating the maintenance work aptitude of maintenance personnel by introducing the experience period and the result of the experience information storage means into a maintenance work aptitude function having numerical values related to the experience period and the results as variables;
A fault handling aptitude degree calculating means for calculating the fault handling aptitude degree by introducing the maintenance work aptitude degree and the distance into a function having the maintenance work aptitude degree and the distance as variables; and
A maintenance management program for functioning as a maintenance staff determination means for determining a maintenance staff instructing maintenance work based on the failure response suitability of each maintenance staff.   The experience period and results of maintenance work by maintenance personnel are managed for each model and type of failure, and the degree of suitability for maintenance work is calculated according to the model of the device in which the failure occurred and the type of failure. The maintenance management program according to claim 6, wherein an experience period and an actual result of the failure are used. The failure handling aptitude degree calculating means,
Introducing the distance, fault repair average work time, and maintenance work suitability into a function that uses the distance from the maintenance staff to the work base, fault repair average work time, and maintenance work suitability as variables. The maintenance management program according to claim 6 or 7, wherein the maintenance management program is made to function as a means for calculating the value. The failure handling aptitude degree calculating means,
Introduce the average failure repair work time and the calculated suitability for maintenance work into a function that uses the average work repair time and the maintenance work suitability of maintenance personnel as variables, and calculate the expected repair time.
As a means for introducing the calculated failure response suitability and the calculated failure repair prediction time into a function using the distance-based failure response suitability and failure repair prediction time as variables and calculating the failure response suitability 8. The maintenance management program according to claim 6, wherein the maintenance management program is made to function. The maintenance staff dispatch support server further includes work schedule storage means for storing work schedule information of each maintenance staff,
The failure handling aptitude degree calculating means,
For each maintenance person, calculate the work completion prediction time of the instructed work based on the work schedule information,
The calculated failure handling suitability and the calculated work completion predicted time of the instructed work are introduced into a function having the failure handling suitability based on the distance and the work completion predicted time of the designated work as variables. The maintenance management program according to any one of claims 6 to 9, wherein the maintenance management program is made to function as a means for calculating a failure response suitability.

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