JP7245274B2 - History management system for maintenance target device, history management method for maintenance target device - Google Patents

Description

The present invention relates to a history management system for a maintenance target device and a history management method for a maintenance target device.

A management system that manages maintenance work for a maintenance target device is known. For example, Patent Literature 1 discloses a management system that manages maintenance work for an image forming apparatus, which is an example of a maintenance target apparatus. This management system includes a remote monitoring/examination server communicable with the image forming apparatus, and a service terminal operated by a service person who performs on-site maintenance work for the image forming apparatus.

When the maintenance work of the image forming apparatus can be performed remotely, the service person uses the remote monitoring/examination server to perform the maintenance work. On the other hand, when the maintenance work of the image forming apparatus cannot be performed remotely, the serviceman performs the maintenance work on-site. The details of maintenance work performed remotely and the details of maintenance work performed on-site are centrally managed in the history database of the remote monitoring/examination server. Therefore, the serviceman can easily confirm the details of the maintenance work performed in the past.

JP 2017-45232 A

In the above management system, for example, the time required for on-site maintenance work is greatly affected by the skill of the serviceman. Therefore, there is still room for improvement in terms of efficiently performing maintenance work.

SUMMARY OF THE INVENTION It is an object of the present invention to provide a history management system for a maintenance target device and a history management method for a maintenance target device that can efficiently perform maintenance work on the maintenance target device.

(1) A history management system for a maintenance target device according to the present invention is a history management system for managing maintenance work history of a maintenance target device, and is operated by a worker who performs maintenance work on the maintenance target device. and a support terminal capable of communicating with the field terminal and transmitting support information for supporting the maintenance work to the field terminal, wherein at least one of the field terminal and the support terminal performs the maintenance work. The maintenance work information related to the maintenance work can be transmitted to a database, and the maintenance work information can be extracted for each of the maintenance target devices.

According to the history management system for the maintenance target device, since the operator can confirm the support information sent from the support terminal at the time of maintenance work at the field terminal, the maintenance work for the maintenance target device can be performed efficiently. In addition, maintenance work information input from field terminals and maintenance work information input from support terminals can be centrally managed in a database. Therefore, management including maintenance work for the maintenance target device can be efficiently performed.

(2) In a preferred example, in the history management system for the maintenance target device described in (1), a plurality of the support terminals can be simultaneously connected to the field terminal, and the maintenance work information is stored in the support terminal. It is configured to leave a history for each piece of information for specifying the supporter who is operating the .

According to the history management system for the maintenance target device, even if the number of supporters changes depending on the situation, the content of the maintenance work performed can be confirmed by each supporter, which enhances convenience. .

(3) In a preferred example, in the history management system for maintenance target equipment according to (1) or (2), the maintenance work information is a connection history from the start to the end of the remote connection between the field terminal and the support terminal. Includes remote support connection history.

According to the maintenance target device history management system, at least the history of the maintenance work performed using the support information transmitted from the support terminal remains as the maintenance work information. Therefore, even if another supporter later performs maintenance work using the support information transmitted from the support terminal, it is possible to easily grasp what kind of maintenance work was performed last time.

(4) In a preferred example, in the maintenance target device history management system according to any one of (1) to (3), the field terminal includes a photographing device for photographing an image, and input is made by the field terminal The maintenance work information includes image information captured by the imaging device.

According to the history management system for the maintenance target device, it is possible to easily confirm the details of the maintenance work that has been performed.

(5) In a preferred example, in the maintenance target device history management system according to any one of (1) to (4), the maintenance work information further includes information on the cause of the operation error of the maintenance target device. , at least one of the field terminal and the support terminal includes a registration updater for updating information about the cause of the operational error.

According to the maintenance target device history management system, maintenance work information can be easily updated when it is found that the cause of an operation error registered in the database is incorrect.

(6) In a preferred example, in the maintenance target device history management system according to any one of (1) to (5), the maintenance work information is performed using the support information transmitted from the support terminal. maintenance work information about maintenance work performed and maintenance work information about maintenance work performed without using the support information transmitted from the support terminal.

According to the history management system for the maintenance target device, the maintenance work information including various information is centrally managed in the database, so that the maintenance work for the maintenance target device can be performed more efficiently.

(7) In a preferred example, in the maintenance target device history management system described in (6), maintenance work information related to maintenance work performed without using the support information transmitted from the support terminal is based on telephone correspondence. History of the maintenance work performed by the above, history of the maintenance work performed based on e-mail correspondence, history of the maintenance work performed based on chat correspondence, created by the worker who performed the maintenance work and at least one of a history of the maintenance work based on the report received and a history of parts shipment of the maintenance target device.

According to the history management system for the maintenance target device, the maintenance work information including various information is centrally managed in the database, so that the maintenance work for the maintenance target device can be performed more efficiently.

(8) A history management method for a maintenance target device according to the present invention includes a step of inputting maintenance work information related to the maintenance work into a database using a field terminal operated by a worker who performs maintenance work on the maintenance target device; and at least the step of inputting maintenance work information into the database using a support terminal capable of communicating with the field terminal and transmitting support information for supporting the maintenance work performed by the worker to the field terminal. The maintenance work information can be extracted for each maintenance target device.

According to the maintenance target device history management method, the same effect as the maintenance target device history management system described in (1) above can be obtained.

According to the history management system for a maintenance target device and the history management method for a maintenance target device according to the present invention, maintenance work can be carried out efficiently.

1 is a schematic configuration diagram of a history management system for a maintenance target device according to an embodiment; FIG. FIG. 2 is a block diagram showing the configuration of the field terminal in FIG. 1; FIG. 2 is a block diagram showing the configuration of the support terminal in FIG. 1; FIG. 2 is a block diagram showing the configuration of the server in FIG. 1; 5 is a table showing maintenance work information stored in the database of the server in FIG. 4; 6 is a table showing a state in which the maintenance work information in FIG. 5 has been updated; A table showing maintenance work information for a plurality of maintenance target devices. The schematic diagram of the state which the input/output device of the field terminal is displaying the field terminal information. 4 is a flow chart showing an example of a processing procedure of simple support maintenance work; 4 is a flow chart showing an example of a processing procedure for on-site maintenance work; 4 is a flowchart showing an example of a processing procedure for remote support maintenance work;

Hereinafter, an embodiment of a history management system for a maintenance target device and a history management method for a maintenance target device according to the present invention will be described with reference to the drawings. FIG. 1 is a schematic configuration diagram of a history management system for maintenance target devices.

<1. History management system for maintenance target device>
A history management system 10 for maintenance target devices (hereinafter referred to as "management system 10") shown in FIG. be. The maintenance target device 100 is, for example, industrial equipment. Examples of industrial equipment include substrate processing apparatuses. The substrate processing apparatus is, for example, a semiconductor manufacturing apparatus, a MEMS (Micro Electro Mechanical Systems) manufacturing apparatus, or a liquid crystal panel manufacturing apparatus. Other industrial equipment includes injection molding equipment, chemical plant reactors, distillation columns, heat exchangers, boilers, prime movers, power transmission devices, and the like.

The management system 10 includes a field terminal 20 , a support terminal 30 , a server 40 and a scanner 50 . Field terminal 20 , support terminal 30 , and server 40 are communicably connected via network 200 . The network 200 can use, for example, the Internet or a network configured with a dedicated line. The form of communication between the field terminal 20, the support terminal 30, and the server 40 is wireless communication or wired communication. In this embodiment, the support terminal 30 and the maintenance target device 100 are offline.

The field terminal 20 is operated by a worker who performs maintenance work on the maintenance target device 100 . As the field terminal 20, for example, a wearable terminal, a tablet terminal, a smart phone, and a personal computer can be used. In this embodiment, the field terminal 20 is a wearable terminal. More specifically, the on-site terminal 20 is an optical see-through type head-mounted display, and smart glasses equipped with an AR (Augmented Reality) function. A well-known smart glass can be used, for example, HoloLens (registered trademark) manufactured by Microsoft Corporation. In another example, the field terminal 20 is a video see-through type head-mounted display equipped with a virtual reality function. The number of field terminals 20 included in the management system 10 is one or more. When there are multiple workers, the management system 10 includes multiple on-site terminals 20 . In addition, in the management system 10, the number of field terminals 20 is one at the beginning, and there may be a case where the number of field terminals 20 increases in the middle as workers are added.

Workers who perform maintenance work are classified into first-class workers and second-class workers. A first-class worker is a user of the maintenance target device 100 . The second-class worker is a maintenance person who belongs to the manufacturer of the maintenance target device 100 or a maintenance person entrusted with maintenance work by the manufacturer of the maintenance target device 100 .

The support terminal 30 can communicate with the field terminal 20, and is operated by a maintenance person who supports maintenance work performed by a worker. In the following description, the person in charge of maintenance who assists maintenance work may be referred to as a supporter. The support terminal 30 transmits support information for supporting maintenance work to the field terminal 20 . As the support terminal 30, for example, a personal computer, a tablet terminal, and a smart phone can be used. In this embodiment, the support terminal 30 is a personal computer. The support terminal 30 is installed, for example, at an office where a maintenance person works. The number of support terminals 30 included in the management system 10 is one or more. When a plurality of support terminals 30 are included in the management system 10, the configuration is such that a plurality of support terminals 30 can be remotely connected to one field terminal 20 at the same time. In this embodiment, "simultaneously remote connection" includes the case where the number of support terminals 30 is one at first, and the number of support terminals 30 increases in the middle. Since a plurality of support terminals 30 can be remotely connected at the same time, for example, at first, one supporter is in charge, another supporter joins in the middle depending on the situation, and then one of the supporters It is also possible to cut the connection depending on the circumstances.

The server 40 acquires maintenance work information including a history of maintenance work input from the field terminal 20 and the support terminal 30 . The server 40 is installed, for example, at an office where a maintenance person works. In another example, server 40 is a cloud server. The scanner 50 acquires the image information of the maintenance work report (hereinafter referred to as “work report”) created by the second-class worker who performed the maintenance work, and acquires information including the image information of the work report. Send to the support terminal 30 .

<2. Classification of maintenance work>
Maintenance work is classified into simple support maintenance work, on-site maintenance work, and remote support maintenance work, for example. The person in charge of maintenance selects the type of maintenance work to be performed after consultation with the user based on the content of the maintenance work request from the user of the maintenance target device 100 .

In the simple support maintenance work, the maintenance staff explains the contents of the maintenance work to be performed to the user of the maintenance target device 100 using at least one of telephone, e-mail, and chat. The simple support maintenance work is selected, for example, when performing maintenance work with a relatively low degree of difficulty. When the simple support maintenance work is selected, the maintenance work is carried out by a first-class worker.

In the on-site maintenance work, a second-class worker performs maintenance work at the site where the maintenance target device 100 is installed. In on-site maintenance work, supporters basically do not support maintenance work performed by second-class workers. On-site maintenance work is selected, for example, when maintenance work is relatively difficult. Examples of when on-site maintenance work is selected are when parts of the maintenance target device 100 need to be replaced, when parts of the maintenance target device 100 need cleaning, and when the maintenance target device 100 malfunctions. For an unknown reason, the user may be asked to temporarily leave the company.

In remote support maintenance work, a supporter transmits support information from the support terminal 30 to the field terminal 20, and a first-class worker or a second-class worker uses the field terminal 20 to refer to the support information and perform maintenance work. implement. The remote support maintenance work is selected, for example, when it is necessary to perform an isolation test of the maintenance target device 100 as the maintenance work.

Next, the field terminal 20, the support terminal 30, and the server 40 will be described in detail with reference to FIGS. 2 to 4. FIG.
<3. Hardware configuration of on-site terminal>
FIG. 2 is a block diagram showing an example of the configuration of the field terminal 20 according to this embodiment. A smart glass, which is the field terminal 20 , includes a main body 21 , an input/output device 22 , a microphone 23 , and a photographing device 24 . In this embodiment, the main body 21 is configured so that it can be worn on the head of the operator. The main body 21 includes a storage device 21A, a control section 21B, a communication section 21C, a distance image sensor 21D, an acceleration sensor 21E, and a gyro sensor 21F. Storage device 21A, control unit 21B, communication unit 21C, distance image sensor 21D, acceleration sensor 21E, and gyro sensor 21F are connected to each other for communication via bus 21X.

The storage device 21A is, for example, a solid state drive or hard disk. The storage device 21A stores one or a plurality of application software related to maintenance work (hereinafter referred to as "maintenance work software"). The control unit 21B includes a CPU (Central Processing Unit), a RAM (Random Access Memory), a ROM (Read Only Memory), etc., and executes functions to be described later. The control unit 21B executes maintenance work software stored in the storage device 21A in response to a request from the input/output device 22. FIG. One or a plurality of functional blocks are constructed in the field terminal 20 by the controller 21B executing the maintenance work software.

The input/output device 22 includes, for example, an eyeglass lens type liquid crystal display and a camera. The input/output device 22 may include sensors that detect user gestures. The operator selects a command by operating the AR cursor displayed on the input/output device 22 with a gesture or the like. The input/output device 22 transmits information based on the command selected by the user to the main body 21 . The main body 21 transmits the AR image based on the command selected by the user to the input/output device 22 . The input/output device 22 displays the AR image transmitted from the main body 21, the support information transmitted from the support terminal 30, or the image information captured by the imaging device 24. FIG. The input/output device 22 displays maintenance work information registered in the database 42 of the server 40 .

21 C of communication parts are comprised by the predetermined|prescribed communication module, and transmit/receive information with the support terminal 30 and the server 40 via the network 200 (refer FIG. 1). The distance image sensor 21D detects the distance between the maintenance target device 100 and the main body 21, and transmits the detection result to the control section 21B. The acceleration sensor 21E detects a change in speed of the main body 21 in one second, that is, acceleration. The acceleration sensor 21E is preferably adapted to three axial directions of X-axis, Y-axis and Z-axis. The acceleration sensor 21E transmits the acceleration detection result to the control unit 21B. The gyro sensor 21F detects changes in the angular velocity of the main body 21 for one second with respect to the reference axis. The gyro sensor 21F transmits the detection result to the control section 21B.

The microphone 23 converts the sound around the main body 21 into an electrical signal and transmits the electrical signal to the control section 21B. The sound around the main body 21 is, for example, the voice of the operator. The imaging device 24 is provided near the input/output device 22 in the main body 21, for example, and captures an image of the maintenance target portion of the maintenance target device 100 corresponding to the line of sight of the operator. The number of imaging devices 24 provided in the main body 21 is one or more. Images captured by the imaging device 24 include at least one of still images and moving images. In this embodiment, the imaging device 24 is configured to capture still images and moving images. The photographing device 24 transmits the photographed image to the control section 21B. In the remote support maintenance work, for example, the operator uses the photographing device 24 to photograph a screen on which an error message is displayed on the monitor of the maintenance target device 100 . The field terminal 20 transmits image information including the screen on which the error message is displayed to the support terminal 30 . In another example, when an operator finds an equipment part suspected of making an abnormal noise among the equipment parts constituting the maintenance target device 100, the operator takes an image of the equipment part using the photographing device 24 and detects the abnormal noise. The included audio information and image information are transmitted to the support terminal 30 .

<4. Software configuration of on-site terminal>
Functional blocks constructed by the control unit 21B executing the maintenance work software stored in the storage device 21A include, for example, the position calculation unit 61 and the registration update unit 62. FIG. The position calculator 61 calculates the position of the main body 21 with respect to the maintenance target device 100 based on the detection results of the distance image sensor 21D, the acceleration sensor 21E, and the gyro sensor 21F. The registration update unit 62 registers maintenance work information in the server 40 (see FIG. 4) and updates the maintenance work information in the server 40 based on the command selected by the user's gesture from among the commands displayed on the input/output device 22. Update the registered maintenance work information. In this embodiment, registration of maintenance work information means inputting new maintenance work information into the database 42 of the server 40 . Updating the maintenance work information means changing the content of the maintenance work information already registered in the database 42 of the server 40 .

<5. Hardware configuration of support terminal>
FIG. 3 is a block diagram showing an example of the configuration of the support terminal 30 according to this embodiment. The support terminal 30 includes a main body 31 , an input device 32 , an output device 33 and a microphone 34 . The main body 31 includes a storage device 31A, a control section 31B, and a communication section 31C. Storage device 31A, control unit 31B, and communication unit 31C are connected to each other so as to communicate via bus 31X.

The storage device 31A is, for example, a hard disk. The storage device 31A stores one or more application software related to maintenance work support (hereinafter referred to as "maintenance work support software") and OCR (Optical Character Recognition) software (hereinafter referred to as "OCR software"). do. The control unit 31B includes a CPU, RAM, ROM, etc., and executes functions to be described later. In response to a request from the input device 32, the controller 31B executes maintenance work support software and OCR software stored in the storage device 31A. One or a plurality of functional blocks are constructed in the support terminal 30 by the control unit 31B executing the maintenance work support software and the OCR software.

31 C of communication parts are comprised by the predetermined|prescribed communication module, and transmit/receive information with the field terminal 20 and the server 40 via the network 200 (refer FIG. 1).

The input device 32 is, for example, a keyboard, and is connected to the main body 31 . The output device 33 is connected to the body 31 so as to receive signals output from the body 31 . The output device 33 is, for example, a liquid crystal display. The output device 33 displays maintenance work information registered in the database 42 of the server 40 . The microphone 34 converts sounds around the main body 31 into electrical signals and transmits the electrical signals to the control unit 31B. The sound around the main body 31 is, for example, the voice of the supporter.

<6. Software configuration of support terminal>
Functional blocks constructed by the controller 31B executing maintenance work support software stored in the storage device 31A include, for example, a support information generator 71 and a registration updater 72 . A functional block constructed by the control unit 31B executing the OCR software stored in the storage device 31A includes, for example, the information conversion unit 73 .

The support information generator 71 generates support information based on the information input by the supporter. Support information includes at least one of image information, audio information, and character information. The image information includes first type image information and second type image information. The first-type image information is, for example, at least one of a moving image and a still image recording the status of maintenance work performed on the maintenance target device 100 in the past, which is included in the maintenance work information stored in the server 40 . The second type image information is, for example, an image obtained by superimposing information necessary for maintenance work by a support person on an image captured by the imaging device 24 (see FIG. 2) of the field terminal 20 . The voice information is, for example, the voice of a supporter who instructs specific contents of maintenance work. Character information is information obtained by converting voice information included in support information into character information.

The registration update unit 72 registers the maintenance work information in the server 40 (see FIG. 4) and updates the maintenance work information registered in the server 40 based on the contents input from the input device 32. . The information conversion unit 73 converts the image information of the work report captured by the scanner 50 into a string of character codes. In a preferred example, the information conversion section 73 is provided with a learning means so that image information can be accurately converted into a string of character codes according to the character habits of each operator. The image information of the work report converted into the string of character codes by the information conversion unit 73 is transmitted to the server 40 (see FIG. 4) as maintenance work information.

<7. Server hardware configuration>
FIG. 4 is a block diagram showing an example of the configuration of the server 40 according to this embodiment. The server 40 has a main body 41 . The main body 41 includes a storage device 41A, a control section 41B, and a communication section 41C. Storage device 41A, control unit 41B, and communication unit 41C are connected to each other via bus 41X so as to be able to communicate with each other. In addition, the server 40 is equipped with input devices such as a keyboard, a mouse, and a touch panel, display devices such as a display, and output devices such as a printer, etc. may

The storage device 41A is, for example, a hard disk. The storage device 41A includes a database 42 that stores maintenance work information. The storage device 41A stores one or a plurality of application software related to management of the database 42 (hereinafter referred to as "database management software"). The control unit 41B includes a CPU, RAM, ROM, etc., and executes functions described later. The control unit 41B executes database management software stored in the storage device 41A in response to requests from the field terminal 20 and the support terminal 30. FIG. One or a plurality of functional blocks are constructed in the server 40 by the control unit 41B executing the database management software. 41 C of communication parts are comprised by the predetermined|prescribed communication module, and transmit/receive information with the field terminal 20 and the support terminal 30 via the network 200 (refer FIG. 1).

<8. Server software configuration>
A functional block constructed by the control unit 41B executing the database management software stored in the storage device 41A includes, for example, the registration updating unit 81. FIG. The registration update unit 81 registers the maintenance work information in the database 42 based on a request to register the maintenance work information transmitted from the field terminal 20 and the support terminal 30 . The registration update unit 81 updates the maintenance work information registered in the database 42 based on a request to update the maintenance work information transmitted from the field terminal 20 and the support terminal 30 .

<9. Maintenance work information>
Maintenance work information registered in the database 42 will be described with reference to FIGS. FIG. 5 is a table showing an example of maintenance work information. The maintenance work information includes a plurality of items (hereinafter referred to as "maintenance work items"). Maintenance work items include, for example, first item 91 to ninth item 99 . The maintenance work information stored in the database 42 is classified into field terminal information input by the field terminal 20 and support terminal information input by the support terminal 30 . Field terminal information can be registered, updated, and displayed by the field terminal 20 . Support terminal information can be registered, updated, and displayed by the support terminal 30 . The contents of the maintenance work items of the field terminal information and the support terminal information are common. Examples of the first to ninth items 91 to 99 shown in FIGS. 5 to 7 will be described below.

The first item 91 is an item for inputting information for specifying a supporter who is operating the support terminal 30 in the remote support maintenance work. The first item 91 is displayed as, for example, "remote support connection ID".
The second item 92 is an item in which information about the contents of simple support maintenance work or on-site maintenance work and a history of parts shipment of the maintenance target device 100 are input. The second item 92 is displayed as, for example, "other history".

A third item 93 is an item for inputting information about the date on which maintenance work was performed. The third item 93 is displayed as "date", for example.
A fourth item 94 is an item into which information relating to the time at which maintenance work is started is entered. The fourth item 94 is displayed as, for example, "start time".
A fifth item 95 is an item for inputting information about the time when the maintenance work was completed. The fifth item 95 is displayed as, for example, "end time". If the maintenance work spans days from start to finish, the maintenance work information may be divided by day, or some description may be added to the end time to indicate that it spans days. . Alternatively, the start date and time and the end date and time may be used instead of the start time and end time.

A sixth item 96 is an item for inputting information for identifying the maintenance target device 100 . The sixth item 96 is displayed as, for example, "maintenance target device ID".

A seventh item 97 is an item into which information about the general contents of the performed maintenance work is input. The seventh item 97 is displayed as, for example, "work title".
The eighth item 98 is an item for inputting information about the cause of the operation error of the maintenance target device 100 . The eighth item 98 is labeled, for example, "cause of operational error". If the true cause of the operation error of the maintenance target device 100 is not specified, the same content as the seventh item 97 is entered in the eighth item 98 .

A ninth item 99 is an item for inputting information about specific contents of the maintenance work. The ninth item 99 is displayed as, for example, "work content". Note that the contents of the maintenance work information shown in FIG. 5 are only examples, and for example, when simple support maintenance work and on-site maintenance work are performed, those contents are added to the maintenance work information. Further, the third item 93, fourth item 94, fifth item 95, and sixth item 96 are automatically input by the control unit 41B of the server 40 instead of being input by the field terminal 20 and the support terminal 30. Can be configured to be entered.

For example, as a result of performing maintenance work on the maintenance target device 100 multiple times, the true cause of the operation error of the maintenance target device 100 may be identified. In the example shown in FIG. 5, as a result of the isolation test conducted on Oct. 16, 2019, the failure of the wafer sensor was identified as the true cause of the operation error of the maintenance target device 100 . In this embodiment, when the true cause of the operational error is identified, the eighth item 98 can be updated, as shown in FIG. By comparing the seventh item 97 and the eighth item 98, the content of the operation error of the maintenance target device 100 and the true cause can be compared. For this reason, for example, by collecting cases registered in the seventh item 97 to the ninth item 99 of the maintenance work information for a plurality of maintenance target devices 100, it can be used for troubleshooting.

Further, FIG. 7 shows the maintenance work performed when the customer who owns the maintenance target device M01 performs maintenance work on the maintenance target device M01 and then performs maintenance work on another maintenance target device M02 owned by the customer. work information. In the case of the same customer, the maintenance worker can confirm all the maintenance work information of different maintenance target device groups owned. By extracting the maintenance target device M01 from FIG. 7, the maintenance work information in FIG. 6 can be displayed. That is, in this embodiment, by selecting the maintenance target device ID, it is possible to extract maintenance work information for each same maintenance target device from among different maintenance target device groups. In this embodiment, workers include first-class workers and second-class workers. If the site is a factory or the like, the first-class workers are often replaced every day of the week or every hour. On the other hand, Type 2 workers often change workers who can be seconded depending on the situation at the time. For this reason, if the history of each worker who was in charge of the maintenance work is added to the maintenance work information shown in FIG. It takes time. Therefore, the maintenance work for the maintenance target device 100 cannot be efficiently performed. In this embodiment, since maintenance work information can be extracted for each maintenance target device, the minimum required maintenance work information is displayed, and the maintenance work information of the maintenance target device 100 can be easily grasped. Therefore, the maintenance work for the maintenance target device 100 can be performed efficiently. It should be noted that the information about the worker who carried out the maintenance work may be configured so that the details of the history can be entered separately, for example, in the ninth item 99 of FIG. It suffices to confirm the details.

In this embodiment, the connection history from the start to the end of the remote connection between the field terminal 20 and the support terminal 30 is referred to as remote support connection history. For example, the maintenance work information in the first row of FIG. , this is the remote support connection history from the start to the end of the remote connection. In other words, when remote support connection is made, maintenance work information is recorded according to the remote support connection history.

FIG. 8 is a schematic diagram of the input/output device 22 that displays information for on-site terminals. When displaying the field terminal information, the input/output device 22 displays the command C selected by the worker on the display screen 22A together with the field terminal information. Commands C include edit command C1, update command C2, and cancel command C3. When the edit command C1 is selected, the field terminal information can be edited. When the update command C2 is selected, the on-site terminal information is updated based on the edited content. When the cancel command C3 is selected, the edited contents of the on-site terminal information can be canceled. When the edit command C1 is not selected, the display screen 22A displays the field terminal information in a read-only manner. In this case, the update command C2 becomes invalid. When displaying the support terminal information, the output device 33 displays the same command C as in the case of the input/output device 22 on the display screen.

<10. Simple support maintenance work>
With reference to FIG. 9, an example of a procedure for performing simple support maintenance work will be described. The simple support maintenance work is started when there is a request for maintenance work from the user and it is decided through consultation between the user and the person in charge of maintenance that the simple support maintenance work should be performed.

In S11, the support person supports the maintenance work using telephone, e-mail, or chat. Next, in S12, the supporter determines whether or not the user's maintenance work has been completed. When S12 is a negative determination, the process of S11 is repeatedly executed.

When S12 is affirmative determination, the process of S13 is implemented. That is, in S13, the supporter creates maintenance work information. Following this, in S<b>14 , the support terminal 30 transmits the maintenance work information created by the supporter to the server 40 . The registration updating unit 81 of the server 40 registers the maintenance work information transmitted from the support terminal 30 in the database 42 .

<11. On-site maintenance work>
An example of a procedure for performing on-site maintenance work will be described with reference to FIG. On-site maintenance work is started when a request for maintenance work is received from the user, and implementation of the on-site maintenance work is decided through consultation between the user and the person in charge of maintenance.

In S21, the second-class worker goes to the site where the maintenance target device 100 is installed and performs maintenance work. Next, in S22, the second-class worker determines whether or not the maintenance work has ended. When S22 is a negative determination, the process of S21 is repeatedly executed.

When S22 is affirmative determination, the process of S23 is implemented. That is, in S23, the second-class worker creates a work report. Subsequently, in S24, the second-class worker returns to the office where the support terminal 30 is installed and scans the work report with the scanner 50. In S25, the information conversion unit 73 converts the image information of the work report into a string of character codes to generate maintenance work information. In S<b>26 , the support terminal 30 transmits the maintenance work information generated by the information conversion section 73 to the server 40 . The registration updating unit 81 of the server 40 registers maintenance work information in the database 42 .

<12. Remote support maintenance work>
With reference to FIG. 11, an example of a remote support maintenance work implementation procedure will be described. Remote support maintenance work is started when a request for maintenance work is received from a user, and implementation of the remote support maintenance work is decided through consultation between the user and the person in charge of maintenance.

In S31, the maintenance staff who is the supporter adjusts the workers who will perform the remote maintenance work after consulting with the user. In other words, the supporter determines whether the worker who performs the remote maintenance work is a worker on the user's side (first-class worker), or a maintenance staff other than the supporter (second-class worker). Adjust whether it is In S31, when the operator who performs the remote support maintenance work is adjusted to be a second-class worker, the second-class worker is seconded to the site where the maintenance target device 100 is installed.

In S<b>32 , the support person connects the support terminal 30 and the field terminal 20 . In S<b>33 , the support terminal 30 transmits the support information input by the support person to the field terminal 20 . When the remote connection between the field terminal 20 and the support terminal 30 is started, for example, one line of maintenance work information is added in FIG. 5, and the remote support connection ID, date, and start time are automatically added to the maintenance work information. is entered.

In S34, the supporter determines whether the maintenance work has ended. When S34 is a negative determination, the process of S33 is repeatedly executed. When S34 is affirmative determination, the process of S35 is performed. In S<b>35 , the field terminal 20 transmits maintenance work information to the server 40 . The support terminal 30 also transmits maintenance work information to the server 40 . The registration updating unit 81 of the server 40 registers the maintenance work information transmitted from the field terminal 20 and the support terminal 30 in the database 42 . When the remote connection between the field terminal 20 and the support terminal 30 ends, the end time is automatically entered in the maintenance work information. If the communication is interrupted during the remote support maintenance work, the communication can be restarted by reconnecting. Similarly, if communication fails during remote support maintenance work, the connection can be interrupted once, and the communication can be resumed by reconnecting. The time at which communication was interrupted, the time at which communication was interrupted, and the time at which communication was resumed are automatically input to the maintenance work information as end time, end time, and start time, respectively. In other words, even in these cases, the maintenance work information can be recorded according to the remote support connection history. Other items of maintenance work information can be input by any method such as direct input or selection from a standard menu.

<13. Effect of the present embodiment>
The following effects can be obtained with the management system configured as described above.
<13-1>
Since the operator can confirm the support information sent from the support terminal 30 at the time of the remote support maintenance work at the field terminal 20, the maintenance work of the maintenance target device 100 can be efficiently performed. Further, when a first-class worker is selected as the worker, by connecting the support terminal 30 and the field terminal 20, the remote support maintenance work can be started immediately. Furthermore, when a second-class worker is selected as the worker, for example, even if the maintenance work skill of the second-class worker is relatively low, maintenance work can be performed while receiving support from a supporter. . Therefore, for example, one supporter with relatively high maintenance work skill can support maintenance work performed by a plurality of Type 2 workers with relatively low maintenance work skill. Therefore, even when there are a plurality of maintenance target devices 100, maintenance work can be efficiently performed.

<13-2>
Maintenance work information input from the field terminal 20 and maintenance work information input from the support terminal 30 can be centrally managed in the database 42 . Therefore, the maintenance work for the maintenance target device 100 can be performed efficiently.

<13-3>
The field terminal 20 includes a photographing device 24 that photographs an image, and maintenance work information input by the field terminal 20 includes image information photographed by the photographing device 24 . Therefore, it is possible to easily confirm the contents of the maintenance work that has been performed.

<13-4>
The maintenance work information includes information about the cause of the operation error of the maintenance target device 100, and the field terminal 20 and the support terminal 30 include registration updating units 62 and 72 that update the information about the cause of the operation error. Therefore, maintenance work information can be easily updated when it is found that the cause of an operation error registered in the database 42 is incorrect.

<13-5>
Maintenance work information is based on the history of maintenance work performed based on telephone correspondence, the history of maintenance work performed based on e-mail correspondence, the history of maintenance work performed based on chat correspondence, and work reports It further includes at least one of a history related to maintenance work and a history related to parts shipment of the maintenance target device 100 . Since the maintenance work information including various information is centrally managed in the database 42, the maintenance work of the maintenance target device 100 can be performed more efficiently.

<13-6>
Since the maintenance work information is divided into the field terminal information and the support terminal information, the maintenance work information input from the field terminal 20 and the support terminal 30 can be individually managed. Therefore, convenience is enhanced.

<13-7>
The field terminal 20 includes smart glasses. Since the operator can use both hands when performing the maintenance work, the maintenance work can be performed efficiently.

<13-8>
Since the support terminal 30 and the maintenance target device 100 are offline, confidential information of the maintenance target device 100 is appropriately protected.

<13-9>
The field terminal 20 includes an input/output device 22 that displays maintenance work information registered in the database 42 . The support terminal 30 has an output device 33 that displays maintenance work information registered in the database 42 . Therefore, maintenance work information registered in the database 42 can be easily confirmed.

<13-10>
Since the remote support connection history is automatically input as maintenance work information, at least the history relating to remote support maintenance work remains. Therefore, even if another supporter performs remote support maintenance work at a later date, it is possible to easily grasp what kind of remote support maintenance work was performed last time. In addition, since the number of man-hours required for remote support maintenance work can be easily calculated, it is possible to easily create an estimate for billing the customer for remote support maintenance work.

<14. Variation>
The above-described embodiments are examples of forms that can be taken by the history management system for the maintenance target device and the history management method for the maintenance target device according to the present invention, and are not intended to limit the forms. A history management system for a maintenance target device and a maintenance target device according to the present invention can take forms different from those illustrated in the embodiments. One example is a form in which part of the configuration of the embodiment is replaced, changed, or omitted, or a form in which a new configuration is added to the embodiment. An example of a modification of the embodiment is shown below.

<14-1>
In the above embodiment, the maintenance work information is divided into the information for the field terminal and the information for the support terminal. good too. In this modification, it is conceivable that the timing of registration and update of maintenance work information by field terminal 20 and the timing of registration and update of maintenance work information by support terminal 30 overlap. In this case, the registration and update of the maintenance work information by the terminal that accessed the server 40 later among the field terminal 20 and the support terminal 30 ends the registration and update of the maintenance work information by the terminal that accessed the server 40 first. It is preferably configured to be temporarily denied until

<14-2>
In the above-described embodiment, the imaging device 24 does not limit the area that can be photographed. may Alternatively, when an image captured by the imaging device 24 is transmitted from the field terminal 20 to the support terminal 30, a mask that does not display an area other than the area related to the maintenance work of the maintenance target device 100 in the image captured by the imaging device 24 The processing may be configured to be executed by the control unit 21B.

<14-3>
In the above embodiment, in the remote support maintenance work, the support terminal 30 acquires information about the error of the maintenance target device 100 based on the image information transmitted from the field terminal 20. The acquisition form of the information on the error can be changed arbitrarily. For example, the support terminal 30 may acquire information about errors in the maintenance target device 100 based on error logs collected by an auxiliary storage device such as a USB memory connected to the maintenance target device 100 . The error log collected by the auxiliary storage device connected to the maintenance target device 100 is attached to e-mail, for example, and sent from the field terminal 20 to the support terminal 30 . In another example, the support terminal 30 acquires information about an error in the maintenance target device 100 based on voice information including the voice of the operator reading out the content of the error message displayed on the monitor of the maintenance target device 100. may In another example, the field terminal 20 may be made to recognize the voice of the operator reading out the contents of the error message.

<14-4>
In the above embodiment, the field terminal 20 includes the distance image sensor 21D, the acceleration sensor 21E, and the gyro sensor 21F, but the configuration of the field terminal 20 can be changed arbitrarily. In one example, the field terminal 20 can omit at least one of the distance image sensor 21D, the acceleration sensor 21E, and the gyro sensor 21F. The field terminal 20 may be configured to be able to communicate with the support terminal 30 based on at least one of voice information and image information, and to check maintenance work information stored in the database 42 .

<14-5>
In the above embodiment, the position calculation unit 61 calculates the position of the main body 21 with respect to the maintenance target device 100 based on the detection results of the distance image sensor 21D, the acceleration sensor 21E, and the gyro sensor 21F. The configuration for calculating the position of the main body 21 with respect to 100 can be arbitrarily changed. For example, when a stereo camera is employed as the imaging device 24, the position calculation unit 61 can calculate the position of the main body 21 with respect to the maintenance target device 100 based on image information captured by the stereo camera.

<14-6>
In the above embodiment, the support terminal 30 and the maintenance target device 100 are offline, but the support terminal 30 and the maintenance target device 100 may be connected via the network 200, for example, so that they can communicate with each other. In this modified example, the support terminal 30 can directly acquire the error log from the maintenance target device 100 .

<14-7>
In the above embodiment, the type 2 worker created the work report using a paper medium, but the work report may be created as electronic data. In this modification, the second-class worker creates a work report including maintenance work information using the site terminal 20 or a tablet terminal different from the site terminal 20 and transmits the work report to the support terminal 30 .

<14-8>
In the above embodiment, the information conversion unit 73 converts the image information of the work report into a string of character codes, but the configuration of the information conversion unit 73 can be changed arbitrarily. The information conversion unit 73 included in the management system 10 of the modified example converts at least one of audio information and image information acquired by the field terminal 20 and audio information acquired by the support terminal 30 into a string of character codes. The information conversion unit 73 may be provided not only in the support terminal 30 but also in the control unit 21B of the field terminal 20 .

<14-9>
Once the remote connection between the field terminal 20 and the support terminal 30 is started, the connection relationship of the remote connection may not be changed until the maintenance work is completed. The connection relationship of the remote connection in this modified example indicates the combination of the specific support terminal 30 and the field terminal 20, that is, the combination of the specific supporter and worker. In this modified example, it is not possible to add a worker or supporter, delegate to another supporter, or switch to another work during support after the remote connection is started. If you do, you will not be able to change the connection relationship of the remote connection until the maintenance work is completed. According to this modification, once the connection relationship is determined, restrictions are set so that it cannot be changed, thereby ensuring security during remote connection. can. Therefore, maintenance work can be performed efficiently. Further, for example, if the connection relationship can be changed after the remote connection is started, there is a possibility that the connection destination is mistakenly set in a hurry. This modification can avoid such a situation.

20 Field terminal 22 I/O device (output device) 24 Imaging device 30 Support terminal 33 Output device 42 Database 62 Registration update unit 72 Registration update unit 100 Maintenance object Device.

Claims (6)

A history management system for managing maintenance work history of a maintenance target device,
a field terminal operated by a worker who performs maintenance work on the maintenance target device;
a support terminal capable of communicating with the field terminal and transmitting support information for supporting the maintenance work to the field terminal;
At least one of the field terminal and the support terminal is configured to transmit maintenance work information related to the maintenance work to a database,
The maintenance work information can be extracted for each maintenance target device,
The maintenance work information includes a remote support connection history, which is a connection history from the start to the end of the remote connection between the field terminal and the support terminal,
Once the remote connection between the field terminal and the support terminal is started, the connection relationship of the remote connection cannot be changed until the maintenance work is completed.
History management system for maintenance target devices. The on-site terminal includes a photographing device for photographing an image,
2. The history management system for a maintenance target device according to claim 1 , wherein said maintenance work information input by said field terminal includes image information photographed by said photographing device. the maintenance work information further includes information about the cause of the operation error of the maintenance target device;
3. The history management system for a maintenance target device according to claim 1 , wherein at least one of said field terminal and said support terminal includes a registration update section for updating information regarding the cause of said operation error. The maintenance work information includes maintenance work information related to maintenance work performed using the support information transmitted from the support terminal, and maintenance work performed without using the support information transmitted from the support terminal. 4. The history management system for the maintenance target device according to any one of claims 1 to 3 , including maintenance work information related to The maintenance work information about the maintenance work performed without using the support information transmitted from the support terminal includes the history of the maintenance work performed based on the telephone correspondence, the maintenance work performed based on the e-mail correspondence, History of work, history of maintenance work performed based on chat correspondence, history of maintenance work based on a report created by the worker who performed the maintenance work, and parts shipment of the maintenance target device 5. The history management system for maintenance target devices according to claim 4 , further comprising at least one history. a step in which a field terminal operated by a worker who performs maintenance work on a maintenance target device transmits maintenance work information related to the maintenance work to a database;
at least one of the step of transmitting maintenance work information to the database by a support terminal capable of communicating with the field terminal and transmitting support information for supporting the maintenance work performed by the worker to the field terminal; including
The maintenance work information can be extracted for each maintenance target device,
The maintenance work information includes a remote support connection history, which is a connection history from the start to the end of the remote connection between the field terminal and the support terminal,
Once the remote connection between the field terminal and the support terminal is started, the connection relationship of the remote connection cannot be changed until the maintenance work is completed.
A history management method for a maintenance target device.

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