JP2013148962A - Service engineer dispatch support device, service engineer dispatch support method, and service engineer dispatch support program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a service engineer dispatch support device 1 capable of properly dispatching a service engineer for maintenance or the like even when an administrator or the like of a monitoring target device 32 addresses a problem to some extent.SOLUTION: When a predetermined abnormality occurs in the monitoring target device 32, the service engineer dispatch support device 1 notifies a customer-side management terminal 33 of a method of addressing the abnormality and checks whether or not a service engineer needs to be dispatched using the customer-side management terminal 33 depending on the method of addressing. The service engineer dispatch support device 1 also selects one or plural service engineers as service engineer candidates on the basis of positional information on the monitoring target device 32 and positional information on plural service engineers A-C, checks whether or not they can be dispatched using portable terminals 5a-5c, and transmits information indicating the method of addressing having been notified to the customer-side management terminal 33 and information indicating an addressing manual including information on a detailed method of addressing the abnormality, to any of the portable terminals 5a-5c of the selected service engineer candidates.

Description

  The present invention relates to a service staff dispatch support apparatus, service staff dispatch support method, and service staff suitable for dispatching a service staff for performing maintenance or the like when a predetermined state change occurs in a monitoring target apparatus. Regarding dispatch support program.

  A system for supporting work when dispatching a service person who performs maintenance work when a predetermined state change such as occurrence of failure, malfunction or deterioration occurs in a monitoring target apparatus is being studied. For example, in the system described in Patent Document 1, information indicating work that can be handled by a service person, information indicating the current position of the service person, information on past failures, information indicating work procedures, equipment status, and the like are accumulated. The service personnel dispatched for a new repair request is searched based on the information stored in the database. In the search for service personnel, service personnel who have the ability suitable for the work and are near the target device are extracted in response to a repair request when a failure occurs. Moreover, in the system described in Patent Document 1, the service personnel can obtain information necessary for service work on the go by accessing the database using an information terminal carried by the service personnel. Yes.

JP 2002-269261 A

  By the way, as an example of maintenance of a device to be monitored, in addition to a case where a service person exclusively repairs a device as described above, if possible, it is not a service person, for example, an administrator of the equipment A case where equipment is repaired can be considered. In such a case, for example, when a device manager or the like cannot cope with the situation, a service person having specialized skills is dispatched. In that case, it is desirable to pay attention to the following points in addition to being able to dispatch appropriate service personnel quickly. In other words, in order to enable the device manager to correctly determine whether or not a request for dispatch of service personnel is necessary, information indicating the countermeasures that are used as a judgment material for the device manager, etc. Care should be taken to ensure proper provision. In addition, in order to avoid unnecessary problems that occur due to information discrepancies when service personnel are dispatched, the contents of information indicating the countermeasures and the like communicated to the administrator of the device are However, it is desirable to be careful so that it can be accurately communicated.

  The present invention has been made in consideration of the above-described circumstances, and is a service that performs maintenance and the like of the device even in cases where the administrator of the device to be monitored is scheduled to take a certain measure. It is an object of the present invention to provide a service staff dispatch support device, a service staff dispatch support method, and a service staff dispatch support program that can appropriately dispatch staff.

  In order to solve the above problem, when it is detected that a predetermined state change has occurred in the monitoring target, the service staff dispatch support apparatus of the present invention provides a management method for managing the monitoring target with a countermeasure for the state change. And a coping method notification and dispatching necessity confirmation unit for confirming the necessity of dispatching service personnel using the management terminal according to the coping method, and a service for acquiring location information of a plurality of service personnel When it is confirmed that a service staff is dispatched to the monitoring target by the staff position information acquisition section and the coping method notification and dispatch necessity confirmation section, the monitoring target position information and the service staff position information acquisition section A service staff candidate selection unit that selects one or a plurality of service staff as service staff candidates based on the positional information of the plurality of service staff acquired by A predetermined communication is performed using a portable terminal carried by a service candidate candidate selected by the candidate candidate selection unit, and whether or not dispatch is possible is determined based on the communication result. A countermeasure including selecting a service person to be dispatched for the monitoring target, information indicating the countermeasure method notified to the management terminal by the countermeasure method notification and dispatch necessity confirmation unit, and information regarding a more detailed countermeasure method A service staff selection unit that transmits information indicating a manual to a portable terminal carried by the selected candidate service staff is provided.

  In another aspect of the service staff dispatch support device of the present invention, the service staff candidate selection section includes the position information of the monitoring target and the position information of the plurality of service staff acquired by the service staff position information acquisition section. Based on the above, one or a plurality of service personnel are selected as the service personnel candidates, where the position of the monitoring target is relatively close to the positions of the plurality of service personnel.

  In another aspect of the service staff dispatch support device of the present invention, the service staff candidate selection section includes the position information of the monitoring target and the position information of the plurality of service staff acquired by the service staff position information acquisition section. And selecting one or a plurality of service personnel as the candidate service personnel according to the result of comparing the travel distance, travel time and travel cost of each service member assumed when dispatched to the monitoring target. Features.

  Further, according to another aspect of the service staff dispatch support device of the present invention, the service staff candidate selection unit associates the handling method for the state change with the technical level necessary for the handling method, Based on the information that associates the technical level, the position information of the monitoring target, and the position information of the plurality of service staff acquired by the service staff position information acquisition unit, one or more service staff as the service staff candidates It is characterized by selecting.

  In addition, when it is detected that a predetermined state change has occurred in the monitoring target, the service staff dispatch support method of the present invention notifies the management terminal that manages the monitoring target of a countermeasure for the state change. , A coping method notification for confirming the necessity of dispatch of service personnel using the management terminal according to the coping method, a dispatch necessity confirmation process, and a service staff position information obtaining process for obtaining position information of a plurality of service staff And when it is confirmed that the service staff is dispatched to the monitoring target in the coping method notification and dispatch necessity confirmation process, the position information of the monitoring target and the plurality of positions acquired in the service staff position information acquisition process Service staff candidate selection process for selecting one or more service staff as service staff candidates based on the position information of the service staff, and the service staff candidate selection Perform predetermined communication using the portable terminal carried by the candidate service personnel selected in the process, determine whether dispatch is possible based on the communication result, and determine the service personnel determined to be dispatchable for the monitoring target Information indicating a countermeasure manual including information on a countermeasure method notified to the management terminal in the coping method notification and dispatch necessity confirmation process, and information on a more detailed countermeasure method Including a service employee selection process in which the selected service person candidate transmits to a portable terminal carried by the candidate.

  In addition, when it is detected that a predetermined state change has occurred in the monitoring target, the service staff dispatch support program according to the present invention notifies the management terminal that manages the monitoring target of a countermeasure for the state change. , A coping method notification for confirming the necessity of dispatch of service personnel using the management terminal according to the coping method, a dispatch necessity confirmation process, and a service staff position information obtaining process for obtaining position information of a plurality of service staff And when it is confirmed that the service staff is dispatched to the monitoring target in the coping method notification and dispatch necessity confirmation process, the position information of the monitoring target and the plurality of positions acquired in the service staff position information acquisition process A service staff candidate selection process for selecting one or more service staff as service staff candidates based on the position information of the service staff of the service staff, and the service staff candidate Predetermined communication is performed using a portable terminal carried by a candidate for a service person selected in the selection process, and whether or not dispatch is possible is determined based on the communication result. In addition to selecting as a service person to be dispatched, a countermeasure manual including information indicating the countermeasure method notified to the management terminal in the countermeasure method notification and dispatch necessity confirmation process and information on a more detailed countermeasure method is shown. It is characterized by causing a computer to execute a service worker selection process for transmitting information to a portable terminal carried by the selected service worker candidate.

  According to the present invention, when it is detected that a predetermined state change has occurred in the monitoring target, a countermeasure for the state change is notified to the management terminal that manages the monitoring target, and the countermeasure is If necessary, the management terminal is used to confirm the necessity of dispatch. In addition, when dispatch is requested, it is intended for mobile terminals carried by service personnel who are dispatched with a handling method notified to the management terminal and a handling manual containing information on more detailed handling methods. Sent. Therefore, the same information about the coping method can be shared between the monitoring target manager and the service staff. Further, it is possible to provide service personnel with more detailed information on how to deal with them in the form of a handling manual. Further, the dispatched service staff is selected from one or a plurality of service staff candidates based on the position information to be monitored and the position information of the plurality of service staff. Therefore, an appropriate service person can be selected from a plurality of service persons based on the position condition.

1 is a system configuration diagram for explaining an embodiment of a service staff dispatch support device according to the present invention. FIG. It is a block diagram for demonstrating the structural example of the service worker dispatch assistance apparatus 1 of FIG. It is a flowchart for demonstrating the operation example of the service worker dispatch assistance apparatus 1 of FIG. It is a flowchart for demonstrating the other operation example of the service worker dispatch assistance apparatus 1 of FIG. FIG. 5 is an explanatory diagram used for explaining the operation example shown in FIG. 4.

  Hereinafter, an embodiment of a service staff dispatch support apparatus according to the present invention will be described with reference to the drawings. FIG. 1 is a system configuration diagram for explaining an embodiment of a service worker dispatch support apparatus 1 according to the present invention. The service staff dispatch support device 1 is configured using a computer such as a personal computer. The service staff dispatch support apparatus 1 includes a CPU (Central Processing Unit), a storage device, a communication device, an input / output device, and the like, and a service staff dispatch support program that realizes each function described later on a predetermined OS (basic software). Execute.

  The service staff dispatch support device 1 includes a customer information management system 2, a customer central management system 31 provided in the factory Z3z, mobile terminals 5a to 5c carried by service staff A to C, a service staff position information collection server 8, The abnormal value and coping method database 9, the service representative information database 10, and the map and route search information system 11 are connected via a predetermined wired or wireless communication line or communication network. In the example shown in FIG. 1, in particular, the in-customer management terminal 33 in the in-customer centralized management system 31, the service staff dispatch support apparatus 1, and the in-customer information management system 2 are connected to a communication network 4 such as the Internet or a telephone line. Connected through. The service staff dispatch support device 1 is connected to the mobile terminals 5a to 5c via the mobile phone communication network 7. The factory Z3z, the customer central management system 31, the customer management terminal 33, and the like may be provided in a plurality.

  The in-customer information management system 2 is operated in, for example, one or a plurality of customer factories (herein, a customer means a company or the like to which a service person dispatched a maintenance contract or the like is dispatched). This is a system for storing and managing predetermined information collected and managed by the customer centralized management system 31. The in-customer information management system 2 is provided in, for example, a company that is a dispatch source of service personnel. The customer information management system 2 is configured using a computer such as a workstation or a personal computer. In this embodiment, the in-customer information management system 2 performs predetermined communication processing via the communication network 4 with the in-customer management terminal 33 included in the in-customer centralized management system 31, and the monitoring target device 32. Regularly collect health assessment data. The soundness evaluation data is information used when evaluating the soundness of the device 32 to be monitored, that is, determining whether the operation state is normal, or whether the operation characteristics and performance are not deteriorated. It is. For example, when the device 32 to be monitored is an engine, data representing the properties of the lubricating oil is soundness evaluation data. The in-customer information management system 2 organizes and stores the received soundness evaluation data for each device 32 in time series, and observes a change in the state represented by the soundness evaluation data. The in-customer information management system 2 determines that an abnormality or a deterioration state (hereinafter simply referred to as an abnormality) has occurred in the device 32 when the soundness evaluation data being observed exceeds a set regulation value. Alternatively, the in-customer information management system 2 determines that a predetermined abnormality has occurred in the device 32 when the amount of change per time in the soundness evaluation data being observed exceeds a predetermined amount of change. . When a predetermined abnormality occurs in the device 32 being observed, the in-customer information management system 2 uses the information including the identification information of the device 32 and the abnormal value information as information such as an abnormal value, and the service staff dispatch support device 1 to send. In addition, the information such as the abnormal value includes other information on the time of occurrence, information on other soundness evaluation data of the device 32, identification information of the customer management terminal 33 that manages the device 32 and the customer centralized management system 31. Or position information may be included.

  The customer central management system 31 in the factory Z3z includes one or a plurality of monitoring target devices 32 and one or a plurality of customer management terminals 33 for managing (that is, monitoring and controlling) the status of the monitoring target devices 32. And. The device 32 to be monitored is a device such as an engine or a generator, for example, and includes a value indicating a state or performance and a detector for detecting a change thereof. The in-customer management terminal 33 is a computer such as a personal computer, periodically collects the output of one or more detectors of the monitored device 32, and associates the collected information with the identification information of the device 32. And periodically transmitted to the customer information management system 2 as soundness evaluation data. In addition, the customer management terminal 33 has a function for receiving information on occurrence of an abnormality and information on how to deal with it from the service staff dispatch support apparatus 1 and displaying it on a predetermined display device, It has a function of responding to inquiries regarding the necessity of dispatching service personnel from the support apparatus 1.

  The mobile terminals 5a to 5c carried by the service personnel A to C include a communication function by e-mail, a positioning function using a GPS (Global Positioning System) using radio waves emitted from a plurality of artificial satellites 6, an Internet browser function Mobile terminal devices such as portable telephones and notebook personal computers having communication functions. The service personnel A to C are persons who are dispatched to a factory Z3z or the like where the device 32 is installed and perform maintenance work or the like of the device 32 to be monitored. The portable terminals 5a to 5c use the communication function by e-mail, for example, send / receive predetermined information to / from the service staff dispatch support apparatus 1, or use the positioning function to obtain the location information of the own terminal as a service. The information is transmitted to the member location information collection server 8 automatically, periodically, or manually via the mobile phone communication network 7.

  The service staff position information collection server 8 includes a computer such as a workstation and a personal computer, and performs predetermined information processing such as processing for collecting service staff position information by executing a predetermined program. The service staff position information collection server 8 receives data representing the position information acquired by the mobile terminals 5a to 5c using the respective positioning functions via the mobile phone communication network 7, and manages (ie, stores or updates) the data. To do. Further, the service staff position information collection server 8 provides the position information of the requested mobile terminals 5a to 5c of the service staff in response to a request from the service staff dispatch support apparatus 1.

  The abnormal value and coping method database 9 includes an abnormal value, information indicating a coping method when the abnormal value is detected, information indicating a coping manual including information on a more detailed coping method, and identification of the device 32 This is a system for managing files to be stored and updated in association with information. Here, the abnormal value is a value that indicates a value when the above-described soundness evaluation data is determined to be in an abnormal state or a change range when it is determined that the change in the soundness evaluation data exceeds a predetermined range. Means. The abnormal value and coping method database 9 extracts information indicating the coping method and information indicating the coping manual for the inquiry from the service staff dispatch support apparatus 1 using the identification information and the abnormal value of the device 32 as search keys. And provide. Further, the abnormal value and coping method database 9 can store the abnormal value and coping method, and information indicating the technical level of the service personnel capable of handling the coping method in association with each other. In other words, the abnormal value and the coping method database 9 store information that associates the coping method for the state change of the monitoring target device 32 indicated by the soundness evaluation data with the technical level necessary for each operation included in the coping method. can do. Further, the information indicating the coping method is information indicating whether or not the dispatch of the service staff is necessary, in other words, the dispatch of the service staff can be arbitrarily determined by the manager of the monitored device 32 or the like. Information indicating whether or not.

  Also, the abnormal value and coping method database 9 is associated with the identification information of each device 32, the position information of each device 32, the identification information of the customer management terminal 33 that manages each device 32, and the communication network 4. It is also possible to store address information in However, the location information of each device 32, the identification information of the in-customer management terminal 33 that manages each device 32, and the address information on the communication network 4 are not stored in the abnormal value and coping method database 9, You may make it memorize | store in the predetermined memory | storage device in the service staff dispatch assistance apparatus 1. FIG. However, there is no particular limitation on the storage and acquisition method of the position information of each device 32, and detailed description is omitted.

  The service staff information database 10 is a system that manages a file that stores identification information of service staff (service staffs A to C in the example of FIG. 1) and the technical level and dispatch schedule of each service staff in association with each other. The technical level of the service staff corresponds to the technical level stored in the abnormal value and coping method database 9 in association with the abnormal value and the coping method. The dispatch schedule is the contents of the work that the service staff is currently working on or scheduled in the future (that is, the dispatch destination, the device 32 to be worked on, the contents of the scheduled work, and the scheduled time and schedule for the movement and work) (Information indicating a free time or the like). The service person information database 10 extracts and provides information associated with the identification information in response to an inquiry from the service person dispatch support apparatus 1 using the identification information of the service person as a search key. Further, the service staff information database 10 updates the stored information in accordance with, for example, an instruction from the service staff dispatch support apparatus 1. However, there is no particular limitation on the information accumulation method and the update method in the service person information database 10, and description thereof will be omitted.

  The map and route search information system 11 has a database in which map information and route information representing routes, charges, required time, etc. of roads and transportation facilities are accumulated in response to a request from the service staff dispatch support device 1 or the like. Then, the distance between points represented by the position information is obtained based on the plurality of pieces of position information input, or the route is searched, and the result is output. For example, the map and route search information system 11 calculates a distance between points on the map indicated by the position information or indicates the position information when a plurality of pieces of position information are input from the service staff dispatch support device 1. It searches for routes when moving between points on the map using public transportation, automobiles, bicycles, etc. or on foot, and calculates and outputs travel time, travel distance, travel expenses. At that time, the map and route search information system 11 has a function that enables specification of conditions such as which position information is the starting point and detailed conditions in the search (for example, whether or not to use an expressway). Have. Further, when three or more pieces of position information are input, the map and route search information system 11 changes the order of the position information to move from the specified position information as a starting point, and searches for a route for a plurality of combinations. It has a function to do.

  Next, a configuration example of the service staff dispatch support apparatus 1 shown in FIG. 1 will be described with reference to FIG. FIG. 2 is a block diagram illustrating a configuration example of the service staff dispatch support device 1 illustrated in FIG. 1. In FIG. 2 and FIG. 1, the same reference numerals are used for corresponding components. Each block in the service staff dispatch support apparatus 1 in FIG. 2 corresponds to a plurality of functions realized by using hardware and software constituting the service staff dispatch support apparatus 1. However, the configuration of the service staff dispatch support device 1 is not limited to that shown in FIG. 2. For example, a change in which a plurality of blocks are integrated into one block or a block is divided into a plurality of blocks is performed. It can be performed appropriately. In the configuration example shown in FIG. 2, the service staff dispatch support apparatus 1 includes an intra-customer management terminal communication unit 101, an abnormal value acquisition unit 102, a coping method and coping manual information acquisition unit 103, coping method notification and dispatch necessity confirmation. Unit 104, service person portable terminal communication part 105, service person selection and coping method notification part 106, service person position information acquisition part 107, service person candidate selection part 108, service person information acquisition part 109, and distance and route information An acquisition unit 110 is provided.

  The inter-customer management terminal communication unit 101 transmits / receives predetermined information to / from the customer management terminal 33 via the communication network 4 in accordance with the handling method notification and the instruction of the dispatch necessity confirmation unit 104.

  The abnormal value acquisition unit 102 transmits / receives information in a predetermined format to / from the customer information management system 2 to obtain information such as an abnormal value (that is, information including identification information of the device 32 and information of the abnormal value). get. Information such as an abnormal value acquired by the abnormal value acquisition unit 102 is notified to a coping method and coping manual information acquisition unit 103, and a coping method notification and dispatch necessity confirmation unit 104.

  The coping method and coping manual information acquisition unit 103 accesses the abnormal value and coping method database 9, and acquires information indicating the coping method and information indicating the coping manual using information such as the abnormal value as a search key. Further, when the technical level information required for the abnormal value and the coping method is registered in the abnormal value and coping method database 9, the coping method and the coping manual information acquisition unit 103 stores the technical level. The information which shows is also acquired. The information indicating the coping method and the coping method acquired by the coping method and coping manual information acquisition unit 103, the information indicating the coping manual, and the information indicating the technical level, together with information such as abnormal values, are coping method notification and dispatch necessity confirmation unit 104. And the service person selection and coping method notification unit 106 are notified.

  The coping method notification and dispatch necessity confirmation unit 104, when information such as an abnormal value is notified from the abnormal value acquisition unit 102, information indicating the coping method and information indicating the coping manual from the coping method and coping manual information acquisition unit 103 And receive. Then, the coping method notification and dispatch necessity confirmation unit 104 transmits information indicating the device 32 to the in-customer management terminal 33 corresponding to the in-customer management terminal 33 via the in-customer management terminal communication unit 101. Information indicating the occurrence of an abnormality and a countermeasure for the occurrence is transmitted.

  Further, the coping method notification and dispatch necessity confirmation unit 104 needs to dispatch the service person based on the information indicating whether or not the dispatch of the service person included in the information indicating the coping method is necessary. Confirm whether or not. Then, the coping method notification and dispatch necessity confirmation unit 104 further provides a management terminal within the customer when dispatch of the service staff is not necessary (that is, whether or not the dispatch of the service staff can be arbitrarily selected at the request source). Predetermined information is transmitted / received to / from the corresponding in-customer management terminal 33 via the inter-communication unit 101 to confirm the necessity of dispatching service personnel. For example, the coping method notification and dispatch necessity confirmation unit 104 transmits to the in-customer management terminal 33 information for displaying a screen (or window area or the like) for confirming whether or not to request the dispatch of a service person. When a response operation is performed on the screen by an operator of the in-customer management terminal 33 (for example, an administrator of the device 32), the coping method notification and dispatch necessity confirmation unit 104 displays the in-customer management terminal 33. Information indicating whether or not the response operation is a request for dispatch of a service person.

  Further, the coping method notification and dispatch necessity confirmation unit 104 notifies the service member candidate selection unit 108 of information such as an abnormal value and information indicating a result of confirmation as to whether or not to dispatch a service member. In other words, when it is detected that a predetermined state change has occurred in the monitoring target device 32, the handling method notification and dispatch necessity confirmation unit 104 manages the monitoring target device 32 as a handling method for the state change. This is notified to the in-customer management terminal 33. Then, according to the handling method, the handling method notification and dispatch necessity confirmation unit 104 uses the management terminal 33 within the customer to determine whether or not the handling method requires dispatch of a service person. Confirm whether it is necessary to dispatch service personnel. In addition, when information on the technical level required for the abnormal value and the coping method is registered in the abnormal value and coping method database 9, the coping method notification and dispatch necessity confirmation unit 104 displays the technical level. Is also notified to the service candidate selection unit 108.

  The service staff position information acquisition unit 107 accesses the service staff position information collection server 8 according to an instruction from the service staff candidate selection unit 108, and the latest positions of the mobile terminals 5a to 5c carried by the service staffs A to C. Get information. The service staff position information acquisition unit 107 notifies the service staff candidate selection unit 108 of the acquired position information of the mobile terminals 5a to 5c.

  The service person candidate selection unit 108 receives information such as an abnormal value and information indicating the result of confirmation as to whether or not to dispatch a service person from the handling method notification and dispatch necessity confirmation unit 104. When it is confirmed that the service staff candidate is to be dispatched, the service staff candidate selection section 108 is carried by each service staff AC from the service staff position information collection server 8 via the service staff position information acquisition section 107. The latest position information of the terminals 5a to 5c is acquired. Further, the service person candidate selection unit 108 acquires information indicating the dispatch schedule and technical level of each service person A to C from the service person information database 10 via the service person information acquisition part 109. Further, the service worker candidate selection unit 108 accesses the map and route search information system 11 via the distance and route information acquisition unit 110, and receives position information corresponding to the monitored device 32 in which an abnormality has occurred, and each service member. The latest location information of the mobile terminals 5a to 5c carried by the A to C and the location information of the dispatch destinations scheduled by the service personnel A to C are acquired. Then, based on the information, the service staff candidate selection unit 108 monitors the distance between the position of the monitoring target apparatus 32 and the positions of the service staffs A to C and the service staffs A to C as the monitoring target apparatuses 32. The information regarding the travel distance, travel time, and travel expense of each of the service personnel A to C assumed when dispatched to the office is acquired. Further, the service person candidate selection unit 108 selects one or a plurality of service persons as candidate service persons based on the position information of the monitoring target device 32 and the position information of the service persons A to C, and selects the selected service person. Information indicating the candidate is notified to the service person selection and coping method notification unit 106. For example, the service person candidate selection unit 108 generates a list indicating one or more service persons selected as the service person candidates, and transmits the generated list to the service person selection and coping method notification unit 106. At this time, the service staff candidate selection unit 108 is assumed when dispatched to a service staff positioned relatively close to the position of the monitoring target apparatus 32 (that is, located within a predetermined distance) or the monitoring target apparatus 32. As a result of the comparison of travel distance, travel time and travel expense, select the travel staff, travel time or travel expense, or the service staff that is judged to be the most efficient overall. To do.

  Further, when the technical level information required for the abnormal value and the coping method is registered in the abnormal value and coping method database 9, the service representative candidate selection unit 108 is determined to be in the abnormal state. Information associating a coping method with respect to a state change and a technical level necessary for the coping method, information associating each service person A to C with the technical level, position information of the device 32 to be monitored, and each service person A to C One or more service personnel are selected as candidate service personnel based on the location information. That is, the service person candidate selection unit 108 considers the position condition and selects a service person having a necessary technical level as a service person candidate.

  The service staff selection and coping method notification section 106 performs predetermined communication with the mobile terminals 5a to 5c carried by the service staff candidate selected by the service staff candidate selection section 108 via the service staff portable terminal communication section 105. As a result, the service personnel selection and coping method notification unit 106 determines whether dispatch is possible based on the communication result, and sets any one of the service personnel A to C determined to be dispatch to the monitoring target device 32. Select as service personnel to be dispatched. The confirmation of the availability of dispatch by the service personnel selection and coping method notification unit 106 and the selection of the service personnel based on the confirmation result may be performed simultaneously for all the service personnel selected as the service personnel candidates, You may make it carry out in order from the service person determined to be the most suitable based on a predetermined | prescribed determination criterion among the service persons selected as a service person candidate. Then, the service person selection and coping method notification unit 106 selects the most suitable service person based on a predetermined standard from the service persons who can respond when the confirmation process is simultaneously performed on a plurality of service persons. Select as a service person to dispatch. Alternatively, the service person selection and coping method notifying unit 106 selects the service person who is first confirmed as the service person to send when the confirmation process is performed one by one from the candidate service person determined to be the most appropriate one. To do.

  Further, the service staff selection and coping method notification unit 106 includes information indicating the coping method notified by the coping method notification and dispatch necessity confirmation unit 104 to the in-customer management terminal 33 and information regarding a more detailed coping method. The information indicating the countermeasure manual is transmitted to the mobile terminal 5a to 5c carried by the selected candidate service person via the communication part 105 between the service person portable terminals together with the information indicating the abnormal state. The service member portable terminal communication unit 105 can transmit the information to any one of the portable terminals 5a to 5c by using e-mail, for example.

  The service staff selection and coping method notifying unit 106, for example, provides information about the dispatch destination (for example, information about the location of the device 32 where the abnormality has occurred or information regarding the abnormality toward the mobile terminals 5a to 5c carried by the service staff candidate. Simple e-mail (summarized information, etc.), and send an e-mail containing the content for requesting a reply as to whether or not dispatch is possible. Then, the service staff selection and coping method notifying unit 106 determines whether dispatch is possible based on information indicating whether dispatch is possible or impossible included in the received e-mail.

  In addition, when the service staff selection and coping method notification section 106 selects (that is, determines) the service staff to be dispatched, the service staff selection and handling method notification section 106 sends the service staff to the customer management terminal 33 via the customer management terminal communication section 101. It is also possible to transmit information indicating the estimated arrival time, personal information of service personnel, and the like.

  The communication unit 105 between service personnel mobile terminals, in accordance with instructions from the service personnel selection and handling method notification unit 106, information for confirming whether dispatch is possible with the mobile terminals 5a to 5c, information about handling methods, handling Predetermined communication for transmitting and receiving information such as information about the manual is performed.

  The service staff information acquisition unit 109 accesses the service staff information database 10 in accordance with the instruction from the service staff candidate selection section 108, and acquires information on the dispatch schedule and technical level of the instructed service staff A to C.

  The distance and route information acquisition unit 110 accesses the map and route search information system 11 according to an instruction from the service person candidate selection unit 108, and based on the instructed pieces of position information, the distance, the movement distance, the movement time, and the movement expense Get information indicating

  Next, with reference to FIG. 3, the operation example of the service staff dispatch assistance apparatus 1 demonstrated with reference to FIG. 1 and FIG. 2 is demonstrated. Note that the service personnel A to C can be regarded as being located at the same place as the mobile terminals 5 a to 5 c. As shown in FIG. 3, the in-customer information management system 2 has a plurality of health evaluation data periodically transmitted from the in-customer management terminal 33 when no abnormality is detected (in the case of “NO” in step S12). Are repeatedly analyzed (step S11). When an abnormality is detected (when “YES” is determined in step S12), the in-customer information management system 2 obtains “information including identification information and abnormal value information” of the device 32 where the abnormality is detected. The information is transmitted to the service staff dispatch support apparatus 1 as “information such as an abnormal value”.

  In the service staff dispatch support apparatus 1 that has received information such as an abnormal value by the abnormal value acquisition unit 102, the coping method and coping manual information acquisition unit 103 accesses the abnormal value and coping method database 9 to cope with the abnormal value. Information indicating the method is acquired (step S13). In step S <b> 13, the handling method and handling manual information acquisition unit 103 acquires information indicating a handling manual corresponding to the abnormal value and the handling method from the abnormal value and handling method database 9. In step S <b> 13, the coping method and coping manual information acquisition unit 103 can also acquire information indicating the technical level corresponding to the abnormal value and the coping method from the abnormal value and coping method database 9. The coping method and coping manual information acquisition unit 103 includes information indicating the coping method acquired, information indicating the coping manual and information indicating the technical level, together with information such as abnormal values, and coping method notification and dispatch necessity confirmation unit 104 Notification is made to the service personnel selection and coping method notification unit 106.

  Next, the coping method notification and dispatch necessity confirmation unit 104 is in an abnormal state toward the in-customer management terminal 33 corresponding to the device 32 in which the abnormality is detected via the in-customer management terminal communication unit 101. Information indicating this and information indicating the coping method are transmitted (step S14).

  Next, the coping method notification and dispatch necessity confirmation unit 104 is based on the information indicating whether or not the dispatch of the service person included in the information indicating the coping method received from the abnormal value acquisition unit 102 is necessary. It is confirmed whether or not dispatch of a service person is necessary (step S15). If the dispatch of the service person is not necessary (in the case of “NO” in step S15), the coping method notification and the dispatch necessity confirmation unit 104 correspond to the customer management terminal via the customer management terminal communication unit 101. Predetermined information is transmitted to and received from 33. As a result, the coping method notification and dispatch necessity confirmation unit 104 confirms whether or not the service staff needs to be dispatched, that is, whether or not the customer has requested the dispatch (step S16).

  When it is confirmed by the coping method notification and dispatch necessity check unit 104 that dispatch of a service person is necessary (in the case of “YES” in step S15 or “YES” in step S16), the service person candidate selection unit 108 The latest location information of the mobile terminals 5a to 5c carried by the service personnel A to C is acquired from the service personnel location information collection server 8 via the service personnel location information acquisition unit 107 (step S17). On the other hand, if it is confirmed by the coping method notification and the dispatch necessity confirmation unit 104 that dispatch of the service staff is not necessary ("NO" in step S15 and "NO" in step S16), the process returns to step S11. When no abnormality is detected by the in-customer information management system 2 (in the case of “NO” in step S12), a process of repeatedly analyzing a plurality of soundness evaluation data transmitted periodically is performed.

  After step S17, the service candidate selection unit 108 accesses the map and route search information system 11 via the distance and route information acquisition unit 110, and the position information corresponding to the monitored device 32 in which an abnormality has occurred, The latest location information of the portable terminals 5a to 5c carried by the service personnel A to C is acquired. Then, based on the acquired information, the service person candidate selection unit 108 selects one or more service persons located relatively close to the position of the monitoring target device 32 (that is, located within a predetermined distance, for example). It selects as a service worker candidate (step S18). Then, for example, the service person candidate selection unit 108 generates a list indicating one or more service persons selected as the service person candidates, and transmits the generated list to the service person selection and coping method notification unit 106.

  Next, when the service person selection and coping method notifying unit 106 receives, for example, a list indicating the service person candidate from the service person candidate selecting unit 108, the service person included in the list is transmitted via the service person portable terminal communication unit 105. An e-mail is sent to the mobile terminals 5a to 5c carried by the candidates asking whether it is possible to dispatch all at once, that is, whether it is possible to respond. Then, the service staff selection and coping method notifying unit 106 receives an e-mail as a reply indicating whether dispatch is possible from the portable terminals 5a to 5c (step S19). Next, the service personnel selection and coping method notification unit 106 determines whether or not the service personnel A to C can be dispatched, that is, whether or not they can respond, based on the contents of the received e-mail (step S20). If it is determined in step S20 that there is no service employee determined to be available (in the case of “NO” in step S20), the process returns to step S18, for example, by changing the selection criteria for candidate service personnel (ie, for example, A new service candidate is selected by changing the distance, which is a criterion for determining whether or not it is relatively close, to a larger value). Then, the confirmation and determination process in step S19 and step S20 is executed again.

  On the other hand, if it is confirmed in the confirmation process in step S20 that one or more service personnel can be handled (in the case of “YES” in step S20), the service personnel selection and coping method notifying unit 106 can handle the situation. Of the answered service personnel, the service personnel closest to the position of the device 32 in which the abnormality has occurred is selected as the service worker to be dispatched to the device 32 in which the abnormality has occurred (step S21). The service staff selection and coping method notifying unit 106 includes information indicating the coping method notified by the coping method notification and dispatch necessity confirmation unit 104 to the in-customer management terminal 33 and information regarding a more detailed coping method. The information indicating the countermeasure manual is transmitted to one of the mobile terminals 5a to 5c carried by the selected candidate service person via the communication part 105 between the service person portable terminals together with the information indicating the abnormal situation. (Step S22).

  Furthermore, the service person selection and coping method notifying unit 106 selects (that is, determines) a service person to be dispatched to the device 32 in which an abnormality has occurred, and then, with respect to the in-customer management terminal 33, the expected arrival time of the service person In addition, information indicating personal information of service personnel is notified via the intra-customer management terminal communication unit 101. The selected service person visits the installation location of the device 32 and performs maintenance (step S23).

  As described above, according to the present embodiment, when it is detected that a predetermined state change has occurred in the monitoring target device 32, the coping method for the state change is within the customer who manages the monitoring target device 32. The management terminal 33 is notified, and the necessity of dispatch is confirmed using the in-customer management terminal 33 according to the handling method (that is, when dispatch is optional). When dispatch is requested, the dispatched service person carries the handling method notified to the in-customer management terminal 33 and the handling manual including information on the more detailed handling method. It is transmitted toward any one of the mobile terminals 5a to 5c. Therefore, the same information regarding the coping method can be shared between the manager of the device 32 to be monitored and the service staff. Further, it is possible to provide service personnel with more detailed information on how to deal with them in the form of a handling manual. Further, the dispatched service staff is selected from one or a plurality of service staff candidates selected based on the position information of the monitoring target device 32 and the position information of the plurality of service staff. Therefore, an appropriate service person can be selected from a plurality of service persons based on the position condition. In addition, according to the present embodiment, in the case where an administrator or the like of the monitored device 32 is scheduled to take a certain action when an abnormal state occurs, the service person who performs maintenance or the like of the device 32 Dispatch can be done appropriately.

  Next, with reference to FIGS. 4 and 5, another operation example of the service staff dispatch support apparatus 1 described with reference to FIGS. 1 and 2 will be described. FIG. 4 is a flowchart showing the flow of processing in this operation example. The operation example shown in the flowchart in FIG. 4 differs from the operation example shown in the flowchart in FIG. 3 in the operations of the service staff selection and coping method notification section 106 and the service staff candidate selection section 108 shown in FIG. ing. The flowchart shown in FIG. 4 is obtained by changing a part of the flowchart shown in FIG. 3. In FIG. 4, instead of step S18 in FIG. 3, step S18a and step S18b are provided, and the step in FIG. When the determination result in S20 is “NO”, the destination is changed to step S20a in FIG. 4 instead of step S18. Further, the return destination after step S20a is step S19. The other steps are the same in FIG. 3 and FIG.

  Further, in this operation example, as shown in FIG. 5, as a customer factory where the device 32 to be monitored is provided, a factory A3a, a factory B3b, a factory C3c, a factory D3d, a factory E3e, a factory F3f, a factory G3g, A factory H3h, a factory I3i, and a factory Z3z are assumed. Further, in this operation example, it is assumed that a new abnormality has occurred in the monitored device 32 in the factory Z3z, and it is necessary to dispatch a service person. Further, the service person A who carries the mobile terminal 5a already has a schedule of dispatch to the factory A3a, the factory B3b, and the factory C3c (ie, a visit schedule) when dispatch to the factory Z3z becomes necessary. The service person B who carries the portable terminal 5b already has a schedule of dispatch to the factory D3d, the factory E3e, and the factory F3f when dispatch to the factory Z3z becomes necessary. And the service person C who carries the portable terminal 5c has already been scheduled to be dispatched to the factory G3g, the factory H3h, and the factory I3i when dispatch to the factory Z3z becomes necessary. Furthermore, when dispatch to the factory Z3z is required, the service worker A is located in a place away from any visited place, the service worker B is located in the factory D3d, and the service worker C is located in the factory. Located in H3h.

  Now, assuming that an abnormality has occurred in the device 32 to be monitored in the factory Z3z, through the processes of steps S11 to S15 or steps S11 to S16 described above with reference to FIG. A selection process of candidate service personnel by the selection unit 108 is performed. In this case, the service staff candidate selection unit 108 visits the service staffs A to C, the planned visit locations of the service staffs A to C, and the order of visits to the newly visited places (factory Z3z, where the anomaly occurs). As a parameter, the travel distance, travel time, and travel cost when the visit order is changed for each service person are calculated (step S18a). In step S <b> 18 a, first, the service person candidate selection unit 108 acquires the position information of each service person from the service person position information collection server 8 via the service person position information acquisition unit 107. In addition, the service person candidate selection unit 108 acquires information on the dispatch schedule and technical level of each service person from the service person information database 10 via the service person information acquisition unit 109. Next, the service person candidate selection unit 108 accesses the map and the route search information system 11 via the distance and route information acquisition unit 110, and for each service member, the travel distance, Obtain information indicating travel time and travel expenses.

In the example illustrated in FIG. 5, as illustrated in the table 18a, the service person candidate selection unit 108, for example, the route a in which the service person A moves in the order of factory A, factory B, factory Z, and factory C, A route b in which the service person A moves in the order of the factory C, factory Z, factory B, and factory A, a path c in which the service person A moves in the order of the factory Z, factory B, factory A, and factory C, etc. Obtain information indicating travel distance, travel time and travel expenses.
Further, the service worker candidate selection unit 108, for the service worker B, for example, in the order of route d, factory D, factory E, factory F, and factory Z moving in the order of factory D, factory Z, factory F, and factory E. Information indicating the travel distance, travel time, and travel cost is acquired for the travel route e and the like.
Further, the service employee candidate selection unit 108, for the service employee C, for example, in the order of route f, factory H, factory Z, factory I, and factory G moving in the order of factory H, factory I, factory Z, and factory G. Information indicating the travel distance, travel time, and travel cost is acquired for the travel route g and the like.

  Next, the service person candidate selection unit 108 compares the optimum routes (for example, the travel distance, the travel time, and the travel expenses are all minimum) for each service person, and determines the optimum service person candidate among them. Selection is made (step S18b). For example, the service employee candidate selection unit 108 generates a list in which one or a plurality of service employees selected as the service employee candidates are arranged in an appropriate order, and the generated list is used as information indicating the optimum service employee candidate. The information is transmitted to the selection and coping method notification unit 106.

  The service person candidate selection unit 108 further selects a service person candidate based on the result of comparing the technical level of each service person with the technical level required to cope with work such as maintenance of a device in which an abnormality has occurred. Standards can be established. In addition, as a method of determining the optimum route, by adding a value obtained by multiplying a value by a predetermined coefficient to the travel distance, travel time or travel expense, the result of the addition is compared. It is possible to select an optimal route.

  Next, the service person selection and coping method notifying unit 106 that has received the information indicating the optimum service person candidate from the service person candidate selection unit 108 is carried by the optimum service person candidate via the service person / portable terminal communication unit 105. An e-mail is sent to the mobile terminal (any of the mobile terminals 5a to 5c) to inquire whether or not dispatch is possible, that is, whether or not the response is possible, and dispatch is possible from any of the mobile terminals 5a to 5c An e-mail as an answer to whether or not is received (step S19).

  Next, the service staff selection and coping method notifying unit 106 determines whether or not dispatch of any of the service staff A to C selected as the service staff candidate, that is, whether or not correspondence is possible based on the content of the received e-mail. (Step S20). If it is not determined in step S20 that the response is possible (“NO” in step S20), the service person selection and coping method notification unit 106 selects the next best service person as a candidate (step S20a). ). Then, the service person selection and coping method notification unit 106 confirms again whether or not dispatching is possible in step S19 (step S19).

  If it is determined in step S20 that the response is possible ("YES" in step S20), the processes in steps S21 to S23 described above with reference to FIG. 3 are performed.

  According to this operation example, the visit order of the planned visit destination is optimized, and the customer can be visited with the shortest distance and the minimum cost.

  The embodiment of the present invention is not limited to the above. For example, instead of the confirmation process using e-mail, the confirmation process may be performed using, for example, a Web application, It is possible to appropriately change the number of dispatched persons according to the handling method. Further, the service staff dispatch support device 1 of the present invention can be configured using a computer and a program executed by the computer, and a part or all of the program includes a computer-readable recording medium or communication line. It is possible to circulate through.

1 Service Employee Dispatch Support Device 5a to 5c Mobile Terminal 32 Monitored Device (Monitored Object)
33 Customer management terminal (management terminal)
104 Coping method notification and dispatch necessity confirmation unit 106 Service staff selection and coping method notification section (service staff selection section)
107 service person position information acquisition part 108 service person candidate selection part

Claims (6)

When it is detected that a predetermined state change has occurred in the monitoring target, a management method for the monitoring target is notified to the management terminal that manages the monitoring target, and the management terminal is used according to the management method A notification of how to confirm the necessity of dispatch of service personnel and a dispatch necessity confirmation section,
A service person position information acquisition unit for acquiring position information of a plurality of service persons;
When it is confirmed that the service staff is dispatched to the monitoring target by the coping method notification and dispatch necessity confirmation section, the position information of the monitoring target and the plurality of services acquired by the service staff position information acquisition section A service staff candidate selection unit that selects one or more service staff as service staff candidates based on the position information of the staff;
A predetermined communication is performed using a portable terminal carried by the service employee candidate selected by the service employee candidate selection unit, and based on the communication result, whether or not dispatch is possible is determined, and the service staff determined to be dispatchable In addition to selecting as a service person dispatched to the monitoring target, information indicating the coping method notified by the coping method notification and dispatching necessity confirmation unit to the management terminal, and information on a more detailed coping method A service staff dispatch support device comprising: a service staff selection unit that transmits information indicating a handling manual to a portable terminal carried by the selected candidate service staff. Based on the position information of the monitoring target and the position information of the plurality of service staff acquired by the service staff position information acquisition unit, the candidate service selection unit selects the position of the monitoring target and the plurality of service staff. The service staff dispatch support apparatus according to claim 1, wherein one or a plurality of service staff whose positions are relatively close are selected as the service staff candidates. Each of the cases where the service staff candidate selection unit is dispatched to the monitoring target based on the position information of the monitoring target and the position information of the plurality of service staff acquired by the service staff position information acquisition unit The service staff dispatch support apparatus according to claim 1, wherein one or a plurality of service staff is selected as the candidate service staff according to a result of comparison of travel distance, travel time, and travel cost of the service staff. The service person candidate selection unit is configured to associate information on a coping method with the state change and a technical level necessary for the coping method, information associating each service person and the technical level, position information of the monitoring target, and the 4. One or more service personnel are selected as the service personnel candidates based on the location information of the plurality of service personnel acquired by the service personnel location information acquisition unit. Service staff dispatch support device as described in 1. When it is detected that a predetermined state change has occurred in the monitoring target, a management method for the monitoring target is notified to the management terminal that manages the monitoring target, and the management terminal is used according to the management method To confirm the necessity of dispatching service personnel and the process of confirming the necessity of dispatching,
Service personnel location information acquisition process for acquiring location information of a plurality of service personnel,
When it is confirmed that a service person is dispatched to the monitoring object in the coping method notification and dispatch necessity confirmation process, the position information of the monitoring object and the plurality of services acquired in the service person position information acquisition process A service employee candidate selection process for selecting one or more service staff as service staff candidates based on the position information of the staff;
A predetermined communication is performed using a portable terminal carried by the service employee candidate selected in the service employee candidate selection process, and based on the communication result, whether or not dispatch is possible is determined, and the service staff determined to be dispatchable In addition to selecting the service staff to be dispatched for the monitoring target, information indicating the handling method notified to the management terminal in the handling method notification and dispatch necessity confirmation process, and information on a more detailed handling method A service staff dispatch support method comprising: a service staff selection process for transmitting information indicating a handling manual to a mobile terminal carried by the selected service staff candidate. The computer of the service staff dispatch support device,
When it is detected that a predetermined state change has occurred in the monitoring target, a management method for the monitoring target is notified to the management terminal that manages the monitoring target, and the management terminal is used according to the management method How to confirm the necessity of dispatch of service personnel and notification of dispatch method and dispatch necessity confirmation means,
Service staff position information acquisition means for acquiring position information of a plurality of service staff,
When it is confirmed by the coping method notification and dispatch necessity confirmation means that a service person is dispatched to the monitoring object, the position information of the monitoring object and the plurality of services acquired by the service person position information acquisition means Service staff candidate selection means for selecting one or more service staff as service staff candidates based on the position information of the staff;
A predetermined communication is performed using a portable terminal carried by the candidate service member selected by the candidate service member selection means, and based on the communication result, whether or not dispatch is possible is determined, and the service member determined to be dispatchable In addition to selecting as a service person to be dispatched to the monitoring target, information indicating the coping method notified to the management terminal by the coping method notification and dispatch necessity confirmation means, and information on a more detailed coping method A service staff selecting means for transmitting information indicating a handling manual to a mobile terminal carried by the selected service staff candidate,
A program characterized by functioning as

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