JP6995007B2 - Equipment remote monitoring system and equipment remote monitoring method - Google Patents

Description

The present invention relates to a remote monitoring technique for monitoring equipment such as an elevator at a remote location, and more particularly to a maintenance service provision support technique when an abnormality occurs.

Maintenance contracts based on performance are becoming widespread, and along with this, SLA (Service Level Agreement) is being stipulated for the provision of maintenance services. For example, Patent Document 1 states that "the management of SLA contract information for each terminal, which was conventionally performed separately in the maintenance side system, the maintenance service support system of the maintenance side system, and the maintenance service base system, is performed on the maintenance side. It is centrally managed by the SLA management DB for each terminal provided by the center, and when a failure occurs in the terminal device and the failure information is reported to the maintenance side system, the SLA contract information corresponding to the failed terminal device is added to the failure information. And send this to the maintenance system (summary excerpt) ”The SLA monitoring system is disclosed.

Japanese Unexamined Patent Publication No. 2008-59023

In the technique disclosed in Patent Document 1, a warning is issued immediately before the SLA specified time is exceeded, and a warning is issued immediately after the SLA specified time is exceeded, respectively, at the terminal device installed at the maintenance base. However, the technique disclosed in Patent Document 1 does not take into consideration the identification of the cause and the proposal of improvement measures when the SLA cannot be observed. Therefore, it does not necessarily lead to an improvement in the compliance rate of SLA in the future.

The present invention has been made in view of the above circumstances, and an object of the present invention is to provide a technique for improving the compliance rate of an SLA and enhancing customer satisfaction in a maintenance service that defines an SLA.

The present invention is an equipment remote monitoring system that monitors the provision status of maintenance services to equipment at a remote location, and for each of the provided maintenance services, the events that occur in time series and the events that constitute the maintenance service are Service provision transmitted from the service contract management unit that stores the target value, which is the maximum allowable value of the quality level, as a service record in the service contract database, and the maintenance terminal held by the maintenance worker who provides the maintenance service. Based on the information, for the maintenance service, the actual value generation unit, the monitoring unit, and the actual value generation unit that generates the actual value of the quality level of each event and stores it in the actual value database as the actual value record corresponding to the event . A cause specifying unit for identifying the cause of non-compliance with the contract and a presenting unit for presenting the event identified as the cause of non-compliance with the contract are provided , and the monitoring unit is provided for each maintenance service provided by the maintenance worker. , It monitors whether the cumulative total of the actual values of all the events constituting the maintenance service exceeds the total of the target values, and in the cause identification unit, the cumulative total of the actual values is the target value. When the total is exceeded, the target value and the actual value are compared for each of the events constituting the maintenance service, and the event in which the actual value exceeds the target value is specified as the cause of non-compliance with the contract. It is characterized by that.

INDUSTRIAL APPLICABILITY The present invention can improve the compliance rate of SLA and enhance customer satisfaction in the maintenance service defining SLA. Issues, configurations and effects other than those described above will be clarified by the description of the following embodiments.

It is a figure which shows the whole structure example of the remote monitoring system of embodiment of this invention. (A) and (b) are diagrams for explaining an example of the data structure of the abnormality information and the dispatch request of the embodiment of the present invention, respectively. It is a functional block diagram of the remote monitoring device and the SLA management device of the embodiment of the present invention. (A) to (d) are diagrams showing a configuration example of data of a customer master table, a maintenance base master table, a maintenance terminal master table, and an improvement measure database, respectively, according to the embodiment of the present invention. (A) and (b) are diagrams showing an example of a work registration database and a performance database according to an embodiment of the present invention, respectively. It is a figure which shows an example of the SLA database of embodiment of this invention. It is a hardware block diagram of the remote monitoring apparatus of embodiment of this invention. It is a flowchart of the actual value registration process of embodiment of this invention. It is a flowchart of the monitoring process of embodiment of this invention. It is a flowchart of the cause identification process of embodiment of this invention. (A) and (b) are diagrams showing an example of a cause improvement measure display screen of the embodiment of the present invention, respectively. It is a functional block diagram of the remote monitoring device and the SLA management device of the modification of the embodiment of this invention.

Hereinafter, embodiments of the present invention will be described with reference to the drawings. The remote monitoring system of the present embodiment monitors the operating state of the equipment at a remote location and provides maintenance services on a regular basis or when an abnormality occurs. In the remote monitoring system of the present embodiment, evaluation items are set for each maintenance service to be provided, and a target value of the quality level to be provided for each evaluation item is set in advance as an SLA (Service Level Agreement) contract. Then, for the maintenance service provided, if the actual value of the quality level of each evaluation item does not meet the target value, the cause is identified and the improvement measures are presented.

Hereinafter, in the present embodiment, the equipment to be maintained is an elevator, the maintenance service to be provided is a recovery service in the event of an abnormality, and the evaluation item is the work (event) time required to complete the maintenance service. Let's take an example. Specifically, it is a report time, a dispatch time, a rescue time, a recovery time, and the like. The quality level is evaluated by the time required for each evaluation item.

That is, in the present embodiment, in the SLA contract, KGI (Key Goal Indicator), which is an index showing the result, is set as the total time required from the occurrence of an abnormality to the completion of the maintenance service, and KPI (Key Performance), which is an index for observing the process. Indicator) is the time required for each event.

[Overall configuration of remote monitoring system]
FIG. 1 is a diagram showing an overall configuration example of the remote monitoring system 101 according to the present embodiment. The remote monitoring system 101 of the present embodiment includes a remote monitoring device 100, an SLA (Service Level Agreement) management device 200, a maintenance base system 300, and elevators 400a to 400c.

Further, the elevators 400a to 400c are installed in the customer facility (building) and include a control device 420 and a monitoring device 410, respectively.

The control device 420 controls the operation of the elevator 400. For example, raising and lowering the car and controlling the opening and closing of doors. In addition to operation, it also controls equipment provided in various elevators 400 such as magnetic contactors, power failure lamps, and various lamps (not shown).

The monitoring device 410 reads out the control information and the operation information of the elevator 400 from the control device 420 and monitors them, and detects the presence or absence of an abnormality in the elevator 400. When an abnormality is detected, the abnormality information is generated and the abnormality information is transmitted to the remote monitoring device 100 via a network 510 such as a wide area network.

FIG. 2A shows an example of the data structure of the abnormality information 440 generated by the monitoring device 410 and transmitted to the remote monitoring device 100. As shown in this figure, in the abnormality information 440 of the present embodiment, the elevator ID 441, which is information for identifying the elevator 400 in which the abnormality has occurred, the abnormality content 442, which is the information indicating the abnormality content, and the abnormality are detected. It includes an abnormality detection date and time 443, which is information indicating the date and time.

In the present embodiment, each of the elevators 400a to 400c is configured to include a control device 420 and a monitoring device 410, but one control device 420 that comprehensively manages and monitors each of these elevators 400a to 400c, It may be configured to have one monitoring device 410. Further, the elevators 400a to 400c are represented by the elevator 400 when it is not necessary to distinguish them. Further, since the main rope, the counterweight, the car, the hoisting machine, and the like constituting the elevator 400 are the same as the conventional configurations, the description thereof will be omitted.

The remote monitoring device 100 monitors the elevator 400 at a remote location such as a management center. For example, when the abnormality information 440 is received from the elevator 400, the information requesting the dispatch (dispatch request) is transmitted to the maintenance base device 310 of the maintenance base system 300 in charge of the maintenance of the elevator 400. Further, in the present embodiment, it is monitored whether or not the maintenance service dispatched in response to the dispatch request is performed according to the contract. Details of the functions of the remote monitoring device 100 will be described later.

An example of the data structure of the dispatch request 190 of this embodiment is shown in FIG. 2 (b). As shown in this figure, the dispatch request 190 of the present embodiment includes the elevator ID 191, the abnormality content 192, and the abnormality detection date and time corresponding to the elevator ID 441 of the abnormality information 440, the abnormality content 442, and the abnormality detection date and time 443, respectively. 193, is included. Further, the building ID 194, which is information for identifying the building in which the elevator 400 in which the abnormality has occurred is located, may be included.

The SLA management device 200 manages the SLA contracted for each customer. Details of the SLA managed by the SLA management device 200 will be described later.

The maintenance base system 300 is arranged at each base where the elevator 400 is maintained, and includes a maintenance base device 310 and a maintenance terminal 320, respectively. Although FIG. 1 illustrates the case where the maintenance base system 300 is one, the maintenance base system 300 may be a plurality.

When the maintenance base device 310 receives the dispatch request 190 from the remote monitoring device 100, the maintenance base device 310 outputs an output prompting the maintenance worker to dispatch. For example, the maintenance base device 310 causes the display device, which is an output device, to display the information included in the dispatch request 190. The maintenance base device 310 and the remote monitoring device 100 are connected to each other via a network 520 such as an in-house LAN.

The maintenance terminal 320 is a portable information processing device having a communication function and carried by a maintenance worker. In the present embodiment, for example, the remote monitoring device 100 is connected to the remote monitoring device 100 via the network 510, and various information held by the remote monitoring device 100 is referenced and registered.

The maintenance terminal 320 may be equipped with, for example, a Web browser or the like for accessing the remote monitoring device 100 and referencing or registering information. In this embodiment, the remote monitoring device 100 is accessed from the maintenance terminal 320 and the information is directly registered. For example, the registered information is transmitted to the remote monitoring device 100 as communication data. It may be configured.

[Functional block of remote monitoring device and SLA management device]
FIG. 3 is a functional block diagram of the remote monitoring device 100 and the SLA management device 200 of the present embodiment.

[Remote monitoring device]
As shown in this figure, the remote monitoring device 100 of the present embodiment includes a communication unit 121, a database (DB) access control unit 122, a contract compliance support unit 123, and a registration support unit 124. The contract compliance support unit 123 includes an actual value generation unit 131, a monitoring unit 132, a cause identification unit 133, and a presentation unit 134.

Further, the remote monitoring device 100 includes a master DB 170, an actual result DB 140, an improvement measure DB 150, and a work registration DB 160.

The communication unit 121 communicates with the monitoring device 410 and the maintenance terminal 320 via the network 510. In addition, communication with the maintenance base device 310 is performed via the network 520.

The DB access control unit 122 operates various DBs held in the remote monitoring device 100. The DB access control unit 122 issues, for example, a specified SQL statement to each DB, searches for data, updates the data, and registers or deletes records.

The registration support unit 124 supports the maintenance terminal 320 and the maintenance base device 310 to browse the data managed by the remote monitoring device 100 and to register the data in the remote monitoring device 100. In the present embodiment, the maintenance terminal 320 supports registering the completion date and time for each event in the work registration DB 160 described later.

The registration support unit 124 may be, for example, a unit having a function of a Web server. In this case, the registration support unit 124 generates a registration screen or the like for registering the completion date and time using a markup language such as HTML (HyperText Markup Language) in accordance with a request from the Web browser installed in the maintenance terminal 320. Further, the registration support unit 124 generates a screen control script that operates on the maintenance terminal 320 and the maintenance base device 310. Screens and scripts are generated by acquiring data from various DBs held by the remote monitoring device 100.

The actual value generation unit 131 registers the actual value of the required time for each event for the maintenance service provided by the maintenance worker according to the abnormality information 440.

In the present embodiment, when the actual value generation unit 131 receives the abnormality information 440 from the monitoring device 410, the actual value generation unit 131 requests the maintenance base device 310 of the maintenance base system 300, which is in charge of maintenance of the elevator 400 that is the source of the abnormality information 440, to be dispatched. Output 190. In addition, a new record corresponding to the abnormality information 440 is generated in the work registration DB 160 and the actual result DB 140. Then, the record of the actual result DB 140 is completed by using the data registered in the work registration DB 160 via the maintenance terminal 320. The functions and operations of the actual value generation unit 131 will be described with reference to the flowchart described later.

When an abnormality occurs, the monitoring unit 132 monitors whether or not the response to the abnormality satisfies the service contract.

In the present embodiment, when the abnormality information 440 is received, the counting of the elapsed time is started. Then, it is determined whether or not the elapsed time exceeds the time specified in the service contract, and if it exceeds, it is determined that a delay has occurred.

When a delay has occurred, the monitoring unit 132 outputs a warning to the maintenance base device 310 and the maintenance terminal 320 via the communication unit 121. The maintenance base device 310 that outputs a warning is a device that is in charge of maintenance of the elevator 400 in which the abnormality has occurred. Further, the maintenance terminal 320 that outputs a warning is a terminal held by a maintenance worker who is actually performing maintenance work. Details of the monitoring process and the improvement measure proposal process by the monitoring unit 132 will be described later.

If the maintenance service provided is delayed, the cause identification unit 133 identifies the cause. In the present embodiment, when a delay occurs, the cause identification unit 133 refers to the required time of each event and determines which event has the cause of the delay.

The presentation unit 134 outputs the cause (delay cause) identified by the cause identification unit 133 to the maintenance base device 310 and the maintenance terminal 320 in charge of maintenance together with the improvement measures. In the present embodiment, the improvement measure is extracted from the improvement measure DB 150 in which the improvement measure is stored for each event.

The cause of the delay and the remedy may be displayed on the maintenance base device 310 and the maintenance terminal 320 by the Web server function of the registration support unit 124, regardless of the presentation unit 134. In addition, the presentation unit 134 may further present the cause of the delay and the remedy to the user of the remote monitoring device 100.

The master DB 170 manages various master data required for remote monitoring by the remote monitoring device 100 of the present embodiment. In this embodiment, the customer master table 171, the maintenance base master table 172, the maintenance terminal master table 173, and the like are managed.

The customer master table 171 manages the elevator 400 for each customer. FIG. 4A shows the data structure of each record managed in the customer master table 171. As shown in this figure, in the customer master table 171, each of the customer ID 171a for uniquely identifying the customer, the building ID 171b for uniquely identifying the building, and the elevator ID 171c for uniquely identifying the elevator. Information is stored in association with one record.

The maintenance base master table 172 manages the elevator 400 or the customer in charge of maintenance for each maintenance base system 300. FIG. 4B shows the data structure of each record managed by the maintenance base master table 172. As shown in this figure, in the maintenance base master table 172, the maintenance base ID172a, the building ID172b, and the elevator ID172c, which are identification information that uniquely identifies the maintenance base device 310, are managed in association with one record. To.

The maintenance terminal master table 173 manages one or more maintenance terminals 320 managed by the maintenance base system 300. FIG. 4C shows the data structure of each record managed by the maintenance terminal master table 173. As shown in this figure, in the maintenance terminal master table 173, the maintenance base ID 173a and the maintenance terminal ID 173b, which is identification information that uniquely identifies the maintenance terminal, are managed in association with one record.

The improvement measure DB 150 manages the improvement measure for each event. As shown in FIG. 4D, the improvement measure DB 150 manages the improvement measure 152 in association with one record for each event 151. In addition, a plurality of improvement measures for each event may be registered.

In this embodiment, for example, "change of communication means" is registered as an improvement measure for the notification time. This is, for example, an improvement measure such as changing to a wired communication having a higher communication speed when monitoring using wireless communication. In addition, as an improvement measure for the dispatch time, "review the dispatch route and prepare multiple dispatch routes according to the occurrence time" is registered. This is an improvement measure that encourages reconfirmation of the surrounding environment and the traffic conditions of the dispatch route. And, "increase in personnel" is registered as an improvement measure for rescue time and recovery time. This is an additional suggestion for maintenance workers.

The work registration DB 160 stores the completion date and time of each event of the maintenance service transmitted as service provision information from the maintenance terminal 320.

One record is generated and registered in the work registration DB 160 by the actual value generation unit 131 for each abnormality information 440. As shown in FIG. 5A, each record contains the elevator ID 161 obtained from the abnormality information 440, the abnormality content 162 and the abnormality detection date and time 163, the maintenance terminal ID 164, the arrival date and time 165, the rescue completion date and time 166, and the restoration completion. The date and time 167 are registered.

The maintenance terminal ID 164 is information that uniquely identifies the maintenance terminal 320 held by the maintenance worker in charge of the maintenance service. The maintenance terminal ID 164 is registered, for example, when the remote monitoring device 100 is first accessed via the maintenance terminal 320.

The arrival date and time 165, the rescue completion date and time 166, and the restoration completion date and time 167 access and register the remote monitoring device 100 via the maintenance terminal 320 when the maintenance worker completes these events (work), respectively. For example, the maintenance worker accesses the remote monitoring device 100, extracts a record in which the maintenance terminal ID 164 is registered, and registers the record in which the information is not registered.

In the actual result DB 140, the actual value of the quality level for each evaluation item of the maintenance service for the abnormality notified by the abnormality information 440 is accumulated. In this embodiment, the actual value of the required time for each maintenance service event is registered.

In the result DB 140, one record is generated and registered by the result value generation unit 131 for each abnormality information 440. As shown in FIG. 5B, each record contains an elevator ID 141, an abnormality content 142, an abnormality detection date and time 143, a maintenance terminal ID 144, a report time actual value 145, a dispatch time actual value 146, and rescue. The actual time value 147, the actual recovery time value 148, and the warning flag 149 are registered.

The elevator ID 141 is information for identifying the elevator 400 in which the abnormality has occurred. The information of the same name included in the abnormality information 440 received by the remote monitoring device 100 is registered as it is in the elevator ID 141, the abnormality content 142, and the abnormality detection date and time 143. The actual report time value 145 is the actual value of the report time. It is calculated and registered based on the abnormality detection date and time 143 and the reception time of the abnormality information 440.

The actual dispatch time value 146, the actual rescue time value 147, and the actual recovery time value 148 are actual values of the dispatch time, rescue time, and recovery time, respectively. Each of them refers to the work registration DB 160, performs an operation as necessary, and registers the obtained value.

The maintenance terminal ID 144 is the ID of the maintenance terminal 320 of the transmission source. Further, the warning flag 149 is registered by the monitoring unit 132 when a warning is given.

[SLA management device]
As shown in FIG. 3, the SLA management device 200 includes a communication unit 221, a DB access control unit 222, a service contract management unit 223, and an SLADB 230.

The communication unit 221 and the DB access control unit 222 have the same functions as the configuration of the remote monitoring device 100 having the same name. However, in the present embodiment, the communication unit 221 transmits / receives data to / from the communication unit 121 of the remote monitoring device 100.

The service contract management unit 223 manages the maintenance service level agreement (SLA) concluded with the customer. In the present embodiment, the contents of the SLA contract are registered and managed in the SLAD B230 via the DB access control unit 222.

The contract contents for each customer are accumulated in the SLADB 230. In the present embodiment, the maintenance service provided according to the content of the abnormality is registered for each elevator 400. In addition, the maximum allowable time is registered as a target value for each event that constitutes the maintenance service. In addition, a penalty is registered if the maintenance service provided does not meet the target value. As the penalty, for example, the cost according to the achievement level is registered.

FIG. 6 shows an example of a record managed by SLADB230. As shown in this figure, each record has an elevator ID 231, an abnormality content 232, a maintenance service 233, a specified time target value 234 which is the maximum allowable time of the entire maintenance service, and a maximum allowable time (target) of each event. Value) and a penalty of 239. In the present embodiment, the notification time target value 235, the dispatch time target value 236, the rescue time target value 237, and the recovery time target value 238 are stored as the target values of each event. The specified time target value 234 is the total of the target values of other events in the present embodiment. Each data is registered based on the contract.

As shown in this figure, in the elevator 400 whose elevator ID 231 is "123456878", when the abnormality content 232 is confined, the maintenance service 233 provided is rescue. Report time target value 235 is 1 minute, dispatch time target value 236 is 20 minutes, rescue time target value 237 is 10 minutes, recovery time target value 238 is 30 minutes, and penalty 239 is 100 yen per minute delay. Stored.

If the abnormality content 232 is unstartable and safe operation operation, the maintenance service 233 to be provided is recovery and there is no rescue work, so the rescue time target value 237 is stored as 0 minutes.

[Hardware configuration]
FIG. 7 shows an example of the hardware configuration of the remote monitoring device 100 of the present embodiment. As shown in this figure, the remote monitoring device 100 of the present embodiment has, for example, a CPU (Central Processing Unit) 111, a RAM (Random access memory) 112, a ROM (Read only memory) 113, and a network interface (N). It includes a / WI / F) 114, a storage device (HDD: Hard Disk Drive) 115 such as a hard disk, an input I / F 116, and an output I / F 117.

The CPU 111 is a processing device that expands a program stored in the ROM 113 or the HDD 115 into the RAM 112 and executes an operation. The CPU 111 comprehensively controls each hardware inside the remote monitoring device 100 by executing a program. The RAM 112 is a volatile memory and is a work memory when the CPU 111 processes. The RAM 112 temporarily stores necessary data while the CPU 111 calculates and executes the program.

The ROM 113 is a non-volatile memory, and stores a BIOS (Basic Input / Output System) executed by the CPU 111 when the remote monitoring device 100 is started, and firmware.

The HDD 115 is an auxiliary storage device that stores data non-volatilely. The HDD 115 stores a program executed by the CPU 111 and control data. In the present embodiment, a program or database that realizes the functions of the communication unit 121, the DB access control unit 122, and the contract compliance support unit 123 is introduced and constructed in advance. The CPU 111 realizes each of the above functions by loading and executing these programs in the RAM 112. Further, each of the above DBs is stored in the HDD 115 or the ROM 113.

The network I / F 114 is an interface board responsible for controlling data communication performed with an external device.

The input I / F 116 is an interface that controls the input / output of signals to / from the input device 106. The output I / F 117 receives an instruction from the CPU 111 and causes the output device 107 to draw, for example, an image.

The input device 106 is, for example, a keyboard or mouse, and the output device 107 is, for example, a flat surface monitor or a display. The input device 106 and the output device 107 may be realized by a touch panel display.

The monitoring device 410, the maintenance base device 310, the maintenance terminal 320, and the SLA management device 200 of the present embodiment basically have the same hardware configuration.

[Actual value generation registration process]
Next, the flow of the actual value generation registration process by the actual value generation unit 131 of the present embodiment will be described. FIG. 8 is a processing flow of the actual value generation registration process of the present embodiment. Here, the processing by the maintenance terminal 320 will also be described. This process is started when the abnormality information 440 is received from the monitoring device 410.

Hereinafter, in the description of each processing flow, access to various DBs is performed via the DB access control unit 122, but the description thereof will be omitted here.

Hereinafter, the flow of processing will be described by taking as an example the case where the abnormal content is confined. In this case, the maintenance service checks whether the user of the elevator 400 is trapped in the car, and if it is trapped, rescues the user out of the car and then performs failure recovery work. ..

When the actual value generation unit 131 receives the abnormality information 440 from the monitoring device 410 (step S1101), the actual value generation unit 131 identifies the maintenance base system 300 in charge of maintenance of the elevator 400 that is the transmission source of the abnormality information 440 (step S1102).

Here, the abnormality information 440 is analyzed, and the elevator ID 441 of the elevator 400 that is the transmission source of the abnormality information 440 is extracted. Then, by referring to the maintenance base master and extracting the maintenance base ID 172a, the maintenance base device 310 of the maintenance base system 300 in charge of the maintenance of the elevator 400 is specified.

The actual value generation unit 131 of the remote monitoring device 100 sends a dispatch request 190 to the maintenance base device 310 of the specified maintenance base system 300, and new records (actual value record 140r and work record 160r) of the actual DB 140 and the work registration DB 160. ) Are generated and registered (step S1103).

The maintenance base device 310 that has received the dispatch request 190 displays the received dispatch request 190 on, for example, a display device. Upon seeing this, the maintenance worker carries the maintenance terminal 320 and dispatches to the elevator 400 where the abnormality has occurred. At this time, the maintenance terminal 320 acquires the information included in the dispatch request 190 from the maintenance base device 310. Specifically, the information to be acquired is the elevator ID 441, the abnormality content 442, and the abnormality detection date and time 443.

At this time, the actual value generation unit 131 displays the elevator ID 441, the abnormality content 442, and the abnormality detection date and time 443 stored in the abnormality information 440 in the actual value record 140r and the work record 160r, respectively, as the elevator ID 141, 161 and the abnormality. It is registered as the contents 142 and 162 and the abnormality detection date and time 143 and 163.

The actual value generation unit 131 calculates the time actually required for the report and registers it as the report time actual value 145 of the actual value record 140r of the actual DB 140 (step S1104). Here, the abnormality detection date and time 443 stored in the abnormality information 440 is subtracted from the date and time when the abnormality information 440 is received to obtain the reported time actual value 145.

For example, in the example of FIG. 5B, when the abnormality information 440 is received at 18:01 on February 28, 2018, the abnormality detection date and time is 18:00 on the same day, so the actual report time is 1 minute. Is calculated.

When the maintenance worker arrives at the elevator 400 (hereinafter referred to as a work target elevator) from which the abnormality information is transmitted, the maintenance worker accesses the remote monitoring device 100 via the maintenance terminal 320 and registers the arrival date and time (step S1201). In the present embodiment, the remote monitoring device 100 is accessed via the maintenance terminal 320, and the work registration DB 160 is called. Then, the work record 160r corresponding to the elevator ID 161, the abnormality content 162, and the abnormality detection date / time 163 included in the dispatch request 190 is specified, and the arrival date / time 165 is registered in the work record 160r.

At this time, the maintenance terminal ID 164, which is the identification information of the maintenance terminal 320, may also be registered. The maintenance terminal ID 164 may be configured to be automatically registered when the remote monitoring device 100 is accessed from the maintenance terminal 320.

When the arrival date and time 165 is registered, the actual value generation unit 131 calculates the actual dispatch time and registers it in the dispatch time actual value 146 of the corresponding actual value record 140r in the actual DB 140 (step). S1105).

Here, first, the elevator ID 161 of the work record 160r in which the arrival date and time 165 is registered, the abnormality content 162, and the actual value record 140r in which the information corresponding to the abnormality detection date and time 163 is registered are specified. Then, the calculated dispatch time actual value 146 is registered in the dispatch time actual value 146 of the actual value record 140r. The dispatch time actual value 146 is a value obtained by subtracting the arrival date and time 165 from the date and time when the abnormality information 440 is received.

In the example of FIGS. 5A and 5B, the arrival date and time 165 registered in the work record 160r is 18:31. Since the date and time when the abnormality information 440 is received is 18:01, the actual dispatch time value 146 is calculated as 30 minutes.

At this time, the maintenance terminal ID 164 registered in the work record 160r used at the time of calculation and registration of the dispatch time actual value 146 may be registered in the maintenance terminal ID 144 of the actual value record 140r.

When the maintenance worker completes the rescue process in the work target elevator, the maintenance worker accesses the remote monitoring device 100 via the maintenance terminal 320, and the rescue of the work record 160r in the work registration DB 160 in which the same maintenance terminal ID 164 is registered is completed. The date and time when the rescue is completed is registered in the date and time 166 (step S1202).

When the rescue completion date and time 166 is registered via the maintenance terminal 320, the actual value generation unit 131 calculates the actual rescue time and registers it in the rescue time actual value 147 of the corresponding actual value record 140r in the actual DB 140 (step). S1106). Here, the time from the arrival date and time 165 of the work record 160r to the rescue completion date and time 166 is calculated as the rescue time actual value 147. Then, the actual value record 140r is specified by the same method as when calculating the actual dispatch time, and is registered in the specified actual value record 140r.

In the example of FIGS. 5A and 5B, the rescue completion date and time 166 registered in the work record 160r is 18:36. The arrival date and time 165 is 18:31. Therefore, the actual rescue time value 147 is calculated as 5 minutes.

When the maintenance worker completes the restoration process in the work target elevator, the maintenance worker accesses the remote monitoring device 100 via the maintenance terminal 320 and registers the date and time in the restoration completion date and time 167 of the work record 160r of the work registration DB 160 (step). S1203).

When the recovery completion date and time 167 is registered via the maintenance terminal 320, the actual value generation unit 131 calculates the actual recovery time and registers it in the recovery time actual value 148 of the corresponding actual value record of the actual DB 140 (step S1107). ). Here, the time from the rescue completion date and time 166 to the restoration completion date and time 167 is calculated as the actual restoration time value 148. Then, the actual value record 140r is specified by the same method as when calculating the actual dispatch time, and is registered in the specified actual value record 140r.

In the example of FIGS. 5A and 5B, the restoration completion date and time 167 registered in the work record 160r is 19:26. The rescue completion date and time 166 is 18:36. Therefore, the actual recovery time value 148 is calculated as 50 minutes.

As described above, when the abnormality information 440 is received, the actual value of the maintenance service for the abnormality is registered in the actual DB 140 as the actual value record 140r.

[Monitoring process]
Next, the flow of the monitoring process by the monitoring unit 132 of the present embodiment will be described. FIG. 9 is a flowchart of the monitoring process of the present embodiment.

When the actual result DB 140 is monitored and a new actual value record 140r is registered (step S1301), the monitoring unit 132 first grasps the contract contents of the maintenance service for the abnormality.

Specifically, first, the elevator ID 141, the abnormality content 142, and the abnormality detection date and time 143 of the newly registered actual value record 140r are extracted (step S1302).

Then, the SLA record 230r in which the elevator ID 231 and the abnormality content 232 match the extracted elevator ID 141 and the abnormality content 142 is acquired from the SLADB 230 (step S1303).

Next, a timer (remaining time timer) for counting the remaining time up to the target specified time is activated (step S1304). Here, the current time, the abnormality detection date and time 143, and the specified time target value 234 are used, and the current time is subtracted from the date and time obtained by adding the specified time target value 234 to the abnormality detection date and time 143 to calculate the initial value of the remaining time. Start counting.

When the remaining time is 0, that is, when the remaining time timer has expired (step S1305), the monitoring unit 132 determines whether or not the maintenance service is completed. Specifically, the monitoring unit 132 refers to the actual result DB 140 again, and determines whether or not the actual value record 140r newly registered in step S1301 is completed (step S1306). Here, for example, if the actual recovery time value 148 of the actual value record 140r is registered, it is determined that the record is completed.

If it is registered, the maintenance service determines that the contract contents are satisfied and terminates the process as it is.

On the other hand, if it is not registered, first, the maintenance terminal 320 of the maintenance worker who provided the maintenance service and the maintenance base are specified (step S1307). Here, the maintenance terminal ID 144 of the actual value record 140r is extracted, and further, the maintenance base master table 172 is referred to to specify the maintenance base device 310 of the maintenance base system 300 that manages the maintenance terminal ID 144.

Then, the specified maintenance terminal 320 and the maintenance base device 310 are notified of the warning via the communication unit 121 (step S1308). Further, the warning flag 149 is set in the actual value record 140r (step S1309), and the process is terminated.

[Cause identification process]
Next, the flow of the cause identification process for identifying the cause of the delay by the cause identification unit 133 and the presentation unit 134 will be described. FIG. 10 is a processing flow of the cause identification process of the present embodiment. This process is executed after the actual value record 140r is completed.

When the actual value record 140r is completed, the cause identification unit 133 determines whether or not a warning has been output to the maintenance service of the actual value record 140r (step S1401). Here, it is determined whether or not the warning flag 149 of the actual value record 140r is set.

If the warning flag 149 is not registered, the warning is not given and the service is terminated within the specified time. Therefore, it is not necessary to identify the cause of the delay and the process is terminated as it is.

On the other hand, when the warning flag 149 is registered, that is, when the warning is output, the maintenance service cannot be completed within the contracted specified time target value 234. Therefore, it is necessary to identify the cause of the delay.

First, the cause identification unit 133 extracts the actual value record 140r, the actual value record 140r, the elevator ID 141, and the SLA record 230r having the same abnormality content 142 (step S1402).

Then, the registered required time (actual value and target value) is compared for each event (step S1403), and the event in which the value of the actual value record 140r is larger is specified as the cause (step S1404). Here, the actual value and the target value are compared, and the event in which the actual value exceeds the target value is specified as the cause of the delay. Specifically, the reported time actual value 145 and the reported time target value 235, the dispatch time actual value 146 and the dispatch time target value 236, the rescue time actual value 147 and the rescue time target value 237, and the recovery time actual value. The value 148 and the recovery time target value 238 are compared with each other to identify the cause of the delay.

The cause identification unit 133 extracts the improvement measures registered in the improvement measure DB 150 (step S1405) in association with the event identified as the cause of the delay, and the presentation unit 134 presents the extracted improvement measures (step). S1406), the process is terminated.

As described above, the presentation destinations of the presentation unit 134 are the maintenance terminal 320 and the maintenance base device 310 of the maintenance base in charge of the maintenance service. At this time, the cause and the remedy may be output to the output device 107 of the remote monitoring device 100.

At this time, an example of the cause improvement measure display screen 610 displayed is shown in FIG. 11 (a). As shown in this figure, the cause improvement measure display screen 610 has an abnormality display area 611 that displays information for specifying the elevator 400 in which the abnormality has occurred, information for specifying the abnormality content, and the date and time of the occurrence, and the cause of the delay. A cause improvement measure display area 612 for displaying items and possible improvement measures is provided. In the abnormality display area 611, the information included in the abnormality information 440 that is the source of the maintenance service in which the delay has occurred is displayed.

By looking at the display of the abnormality display area 611, the user can grasp which abnormality information 440 the maintenance service has been delayed. Further, by looking at the cause improvement measure display area 612, it is possible to know the work that causes the delay and the future improvement policy.

The cause identification process may be performed following the warning notification process in step S1308 during the monitoring process. In this case, the processing of step S1309 and step S1401 may not be necessary.

Moreover, it is not necessary to perform the monitoring process. That is, in the present embodiment, the monitoring unit 132 measures the elapsed time from the occurrence of the abnormality, and if the specified time of the maintenance service is exceeded, a warning is given and the cause of the delay is specified, but the present invention is not limited to this. .. For example, every time the actual value generation unit 131 calculates the actual value for each event, the cause identification unit 133 compares the target value and the actual value of the corresponding event, and the actual value does not satisfy the target value. , The event may be identified as the cause of the delay. The comparison between the actual value and the target value may be performed after the actual value record 140r is completed.

Further, when there is only one evaluation item in the SLA contract, it is not necessary to perform the cause identification process.

Further, after the cause of the delay is specified, it is presented to the user together with the improvement measures, but it may be configured to present only the cause of the delay.

At this time, the improvement measure may be configured to be accepted from the user. In this case, the presentation unit 134 displays only the cause of the delay in the cause improvement measure display area 612 on the cause improvement measure display screen 610, and the improvement measure can be input by the user.

As described above, in the present embodiment, the maintenance maintained by the service contract management unit 223 that manages the target value of the time required for each event in the SLADB230 and the maintenance worker who provides the maintenance service for each maintenance service to be provided. Based on the completion date and time transmitted from the terminal 320, the actual value generation unit 131 that generates the actual value of the required time for each event and stores it in the actual DB 140 is compared with the target value and the actual value for each event, and the actual result. When the value does not satisfy the target value, a cause specifying unit 133 for identifying the event as the cause of the delay and a presenting unit 134 for presenting the cause of the delay to the user are provided.

Therefore, according to the present embodiment, the user of the maintenance base or the like can reliably determine what kind of abnormality the maintenance service is for, in which the SLA contract is not complied with, that is, the delay has occurred, together with the work (event) that causes the delay. Can be grasped. As a result, users such as maintenance bases can easily grasp the work to be improved. By improving the grasped work so as to satisfy the SLA contract, the compliance rate of the SLA contract can be improved, and as a result, the penalty can be reduced. In addition, since the compliance rate of SLA contracts is improved, customer satisfaction is also improved.

Furthermore, if a remedy is presented along with the cause of the delay, the maintenance service can be improved according to the remedy.

Furthermore, by accumulating the maintenance services in which delays occur and the causes thereof, it is possible to determine the suitability of the SLA contract clauses in the current maintenance service system. If the contract is inappropriate, the contract terms of the SLA contract can be reviewed, the maintenance service system can be reconstructed, and countermeasures can be taken. For example, if non-compliance with an SLA contract occurs frequently in a specific facility, the SLA contract clause itself can be reviewed or the maintenance system for the facility can be strengthened.

This can support the conclusion of appropriate SLA contracts with a higher compliance rate. In addition, by improving the compliance rate, it is possible to provide maintenance services that meet customer expectations with high accuracy, and customer satisfaction is further enhanced.

In addition, even if the time required for the entire maintenance service is within the specified time, if it is configured to determine whether or not there is a delay for each event, a delay will occur even if the maintenance service itself is not delayed. You can grasp the events (work) that tend to occur. This makes it possible to accumulate data for reviewing the allocation of the time required for each event (evaluation item) of the SLA, for example, at the time of contract renewal with the customer or new contract with another customer.

<Modification example>
Along with the improvement measures, the cost (expense) increased by the improvement measures may be registered together. In this case, the remote monitoring device 100 may further include a cost-effectiveness calculation unit 135 as shown in FIG. The cost-effectiveness calculation unit 135 calculates the amount of change in the total cost as the cost-effectiveness from the cost increased by the improvement measure and the cost decreased.

For example, when a plurality of events are identified as the cause of delay, improvement measures can be considered according to each event. The cost-effectiveness calculation unit 135 calculates the cost-effectiveness of the improvement measure and presents it to the user each time the improvement measure and the additional cost are registered.

Further, when a plurality of improvement measures and additional costs due to the improvement measures are prepared for each event in the improvement measure DB 150, the cost-effectiveness calculation unit 135 will take the improvement measure 135 each time the user selects the improvement measure from the improvement measures. The cost-effectiveness of the improvement measures may be calculated and presented to the user.

An example of the cause improvement measure display screen 620 displayed in this case is shown in FIG. 11 (b). The cause improvement measure display screen 620 includes an improvement measure input area 621, a confirmation button 622, a pre-measure cost breakdown display area 623, a post-measure cost breakdown display area 624, and an effect display area 625. The cause improvement measure display screen 620 also functions as a reception screen for accepting input of improvement measures. The cause improvement measure display screen 620 may also include the abnormality display area 611, similarly to the cause improvement measure display screen 610.

The improvement measure input area 621 is an area for accepting selection or input of improvement measures and additional costs for each event that causes the delay. Through this area, the user selects or inputs remedial measures and additional costs.

The confirmation button 622 accepts the cost-effectiveness calculation instruction of the improvement measure and the additional cost by the user. When the cost-effectiveness calculation unit 135 accepts the press of the confirmation button 622, based on the improvement measures and additional costs displayed in the improvement measures input area 621, the cost-effectiveness calculation unit 135 describes the post-measures cost breakdown, the total penalty, and the cost-effectiveness, which will be described later. Calculate the effect.

The pre-measure cost breakdown display area 623 is an area for displaying the breakdown of the current penalty before taking measures by the improvement measures. When the cause of the delay is identified, the cost-effectiveness calculation unit 135 calculates the difference between the actual value and the target value of the required time of each event that is the cause of the delay, refers to the penalty 239, and the breakdown and the total penalty amount. Is calculated, and the breakdown is displayed, for example, as a graph in the pre-measure cost breakdown display area 623.

The post-measure cost breakdown display area 624 is an area for displaying the breakdown of the post-measure penalty due to the improvement measure determined by pressing the confirmation button 622. As described above, the cost-effectiveness calculation unit 135 calculates the post-measure cost breakdown and the total penalty, and displays the breakdown in the post-measure cost breakdown display area 624, for example, as a graph.

The effect display area 625 is an area for displaying the cost-effectiveness of the improvement measures. The cost-effectiveness calculation unit 135 subtracts the total cost before the countermeasure from the total cost after the countermeasure calculated earlier, and displays the result in the effect display area 625.

For example, in the example of FIG. 11B, there are delays in the notification time, the dispatch time, the rescue time, and the recovery time. Then, as an improvement measure, for the delay in the dispatch time, the dispatch route is reviewed, and as an additional cost, 300 yen is input as an additional fuel cost due to the extension of the route. For example, even if it is a little detour, it is an example of changing to a route that passes through a highway with few signals and a high speed limit.

Before the countermeasures, the penalty due to the delay in reporting was 150 yen, the penalty due to the delay in dispatch was 900 yen, the penalty due to the delay in rescue was 100 yen, and the penalty due to the delay in recovery was 450 yen. The total penalty is 1600 yen.

If the improvement measure of reviewing the dispatch route is taken, the penalty caused by the dispatch will be 0 yen, while the penalty caused by other events will be maintained as it is. Instead of the penalty of 900 yen due to the delay in dispatching becoming 0 yen, an additional cost of 300 yen will be incurred due to the extension of the route. Therefore, the total penalty after the measures is 1000 yen.

The cost-effectiveness is -600 yen obtained by subtracting the total cost of 1600 yen before the countermeasure from the total cost of 1000 yen after the countermeasure.

When receiving an input from a user of the maintenance terminal 320 or the maintenance base device 310, the presentation unit 134 generates a cause improvement measure display screen 620 using a markup language such as HTML, and is introduced into these devices. It may be provided according to the request from the Web browser.

In this way, when a delay occurs, the user can input the improvement measure, so that the optimum improvement measure for each delay can be obtained. In particular, as shown in the example shown in FIG. 11B, by preparing a plurality of improvement measures in advance and configuring the user to select the most suitable improvement plan for each maintenance service from among them. The burden on the user can also be reduced.

In addition, as in this modification, the user can easily grasp the effect of the improvement measure by displaying the breakdown of the cost before and after the measure by the improvement measure and the cost-effectiveness at a glance. ..

Further, the total cost and / or the cost breakdown after the measures for each of the plurality of improvement plans may be calculated and displayed.

Further, when the output destination device of the cause improvement measure display screen 620 is equipped with a position information acquisition function and map information, when the dispatch time is specified as the cause of the delay, the actual dispatch route is displayed on the map. You may. As a result, the user can intuitively determine the suitability of the route selected by the maintenance worker, and can support the selection of better improvement measures.

Further, in the above-described embodiment and modification, the presence or absence of delay is determined for each maintenance service provided, the cause is identified, improvement measures are presented, and cost effectiveness is calculated. Not limited to this. It may be configured to accumulate the actual value record, the presence / absence of the delay, and the cause of the delay, and analyze the accumulated data when a predetermined number of them are collected.

For example, a plurality of actual value records of the maintenance service of the same elevator 400 may be displayed to the user side by side according to the time when the abnormality occurs. As a result, the user can grasp the change in the required time according to the occurrence time, and can take more appropriate improvement measures. For example, when the dispatch time is delayed in a predetermined time zone, it can be determined that the traffic jam is occurring in the current route in the time zone. Therefore, as an improvement measure, it is possible to provide such as adopting another route only in a predetermined time zone even if an additional cost is incurred.

For example, a plurality of actual value records of the maintenance service of the same elevator 400 may be displayed to the user in chronological order. As a result, the user can grasp the transition of the required time of each event at a glance and can make a future outlook. For example, if there is an event in which the required time is monotonically increasing, there is a high possibility that the target value will not be met in the near future even if the target value is satisfied at present. In such cases, preventative measures can be taken, for example, proposing a review of the contract.

In the above embodiment or the like, a warning is given when the required time of the maintenance service exceeds the specified time target value 234, but the present invention is not limited to this. For example, it may be configured to give a preliminary warning before a predetermined time of the target specified time.

Further, in the above-described embodiment and the like, the time required for each event of the maintenance service is used as the quality level to be provided, but the quality level is not limited to this. For example, the operating rate of equipment such as the elevator 400 may be used.

Further, in the above-described embodiment and modification, the case where the remote monitoring device 100 and the SLA management device 200 are realized by independent devices has been described as an example, but these may be realized by one device. ..

Further, the equipment to be maintained may be an escalator, a horizontal escalator, an auto slope, or the like.

The present invention is not limited to the above-described embodiment, and includes various modifications. For example, the above-described embodiment has been described in detail in order to explain the present invention in an easy-to-understand manner, and is not necessarily limited to the one including all the described configurations. Further, it is possible to replace a part of the configuration of one embodiment with the configuration of another embodiment, and it is also possible to add the configuration of another embodiment to the configuration of one embodiment. Further, it is possible to add / delete / replace a part of the configuration of each embodiment with another configuration. Further, each of the above configurations, functions, processing units, processing means and the like may be realized by hardware by designing a part or all of them by, for example, an integrated circuit. Further, each of the above configurations, functions, and the like may be realized by software by the processor interpreting and executing a program that realizes each function. Information such as programs, tables, and files that realize each function can be placed in a memory, a hard disk, a recording device such as an SSD (Solid State Drive), or a recording medium such as an IC card, an SD card, or a DVD.

100: Remote monitoring device, 101: Remote monitoring system, 106: Input device, 107: Output device, 111: CPU, 112: RAM, 113: ROM, 114: Network I / F, 115: HDD, 116: Input I / F, 117: Output I / F, 121: Communication unit, 122: DB access control unit, 123: Contract compliance support unit, 124: Registration support unit, 131: Actual value generation unit, 132: Monitoring unit, 133: Cause identification Department, 134: Presentation part, 135: Cost-effectiveness calculation part,
140: Actual DB, 140r: Actual value record, 141: Elevator ID, 142: Abnormal content, 143: Abnormality detection date and time, 144: Maintenance terminal ID, 145: Report time actual value, 146: Dispatch time actual value, 147: Rescue Actual time value, 148: Actual recovery time value, 149: Warning flag,
150: Improvement measure DB, 151: Event, 152: Improvement measure,
160: Work registration DB, 160r: Work record, 161: Elevator ID, 162: Abnormal content, 163: Abnormality detection date and time, 164: Maintenance terminal ID, 165: Arrival date and time, 166: Rescue completion date and time, 167: Recovery completion date and time,
170: Master DB, 171: Customer master table, 171a: Customer ID, 171b: Building ID, 171c: Elevator ID, 172: Maintenance base master table, 172a: Maintenance base ID, 172b: Building ID, 172c: Elevator ID, 173 : Maintenance terminal master table, 173a: Maintenance base ID, 173b: Maintenance terminal ID, 190: Dispatch request, 191: Elevator ID, 192: Abnormal content, 193: Abnormality detection date and time, 194: Building ID,
200: SLA management device, 221: communication unit, 222: DB access control unit, 223: service contract management unit,
230: SLADB, 230r: SLA record, 231: Elevator ID, 232: Abnormal content, 233: Maintenance service, 234: Specified time target value, 235: Report time target value, 236: Dispatch time target value, 237: Rescue time target Value, 238: Recovery time target value, 239: Penalty,
300: Maintenance base system, 310: Maintenance base equipment, 320: Maintenance terminal,
400: Elevator, 400a: Elevator, 400b: Elevator, 400c: Elevator, 410: Monitoring device, 420: Control device, 440: Abnormal information, 441: Elevator ID, 442: Abnormal content, 443: Abnormality detection date and time,
510: Network, 520: Network,
610: Cause improvement measure display screen, 611: Abnormal display area, 612: Cause improvement measure display area, 620: Cause improvement measure display screen, 621: Improvement measure input area, 622: Confirmation button, 623: Pre-measure cost breakdown display area , 624: Cost breakdown display area after countermeasures, 625: Effect display area

Claims (11)

It is an equipment remote monitoring system that monitors the provision status of maintenance services to equipment at a remote location.
For each maintenance service to be provided , a service that associates events that occur in time series with the target value, which is the maximum permissible value of the quality level of the event, and stores it in the service contract database as a service record . With the contract management department,
Based on the service provision information transmitted from the maintenance terminal held by the maintenance worker who provides the maintenance service, the actual value of the quality level of the event is generated for the maintenance service and associated with the event . The actual value generator stored in the actual database as an actual value record, and the actual value generator
With the monitoring department
The cause identification department that identifies the cause of non-compliance with the contract ,
A presentation unit that presents the event identified as the cause of non-compliance with the contract,
Equipped with
The monitoring unit monitors whether or not the cumulative total of the actual values of all the events constituting the maintenance service exceeds the total of the target values for each maintenance service provided by the maintenance worker.
When the cumulative total of the actual values exceeds the total of the target values, the cause identification unit compares the target value and the actual value for each of the events constituting the maintenance service, and the actual value is the said. Identifying the event that exceeds the target value as the cause of non-compliance with the contract.
Equipment remote monitoring system featuring. The equipment remote monitoring system according to claim 1.
The presentation unit is a remote equipment monitoring system characterized in that the presentation unit further presents improvement measures for improving the quality level for the event identified as the cause of non-compliance with the contract. The equipment remote monitoring system according to claim 1.
The equipment remote monitoring system, characterized in that the quality level is one of an evaluation value calculated based on the time required for each of the events and the operating rate of the equipment. The equipment remote monitoring system according to claim 1 .
The monitoring unit is a remote equipment monitoring system characterized in that when the cumulative total of the actual values exceeds the total of the target values, a warning is output and a warning flag is stored . The equipment remote monitoring system according to claim 2.
The improvement measure is a remote equipment monitoring system characterized in that it is stored in advance. The equipment remote monitoring system according to claim 2.
The presenting unit further presents a reception screen for accepting input of the improvement measure for the event identified as the cause of non-compliance with the contract, and accepts the improvement measure via the reception screen. Equipment remote monitoring system. The equipment remote monitoring system according to claim 2.
Further equipped with a cost-effectiveness calculation unit for calculating the cost-effectiveness of the improvement measures,
The improvement measures include the costs associated with the improvement measures.
In the service contract database, a penalty according to the degree of achievement of the target value is further stored.
The cost-effectiveness calculation unit calculates the cost-effectiveness of the improvement measures to be presented by using the cost and the penalty.
The presentation unit is a remote equipment monitoring system characterized by further presenting the cost-effectiveness. The equipment remote monitoring system according to claim 1 .
The maintenance service is a response when an abnormality occurs in the equipment.
The event includes the notification time from the detection of the abnormality to the notification, the dispatch time from the reception of the notification to the arrival of the maintenance worker at the equipment in which the abnormality has occurred, and the maintenance worker. A remote equipment monitoring system characterized by including the restoration time from the arrival at the equipment to the restoration of the equipment. The equipment remote monitoring system according to claim 1.
The presenting unit further presents the actual value record of the maintenance service for each of the facilities in at least one of the first aspect and the second aspect.
The first aspect is an aspect in which the maintenance service is presented side by side in correspondence with the implementation time.
The second aspect is a remote equipment monitoring system characterized in that the maintenance service is presented side by side in chronological order for each event. A service provision information transmitted from a maintenance terminal held by a maintenance worker who provides the maintenance service, which is a remote monitoring method for equipment that monitors the provision status of maintenance service to the equipment by one or more computers. Based on this, for the maintenance service, while generating the actual value of the quality level of each event that occurs in time series that constitutes the maintenance service , the cumulative total of the actual value is all the events that constitute the maintenance service. Monitor whether the total of the target values, which is the maximum allowable value of the above-mentioned quality level, is exceeded.
When the cumulative total of the actual values exceeds the total of the target values, the target value and the actual value are compared for each of the events constituting the maintenance service, and the actual value exceeds the target value. Identify the event as the cause of non-compliance with the contract
A remote equipment monitoring method comprising presenting the specified event when the event is specified as the cause of non-compliance with the contract. The equipment remote monitoring method according to claim 10.
A remote equipment monitoring method, characterized in that when the event is presented as a cause of non-compliance with the contract, improvement measures for improving the quality level of the event are further presented.

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