CN112837073A - Instrument after-sale service management system and method based on Internet of things - Google Patents
Instrument after-sale service management system and method based on Internet of things Download PDFInfo
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- CN112837073A CN112837073A CN202011627577.7A CN202011627577A CN112837073A CN 112837073 A CN112837073 A CN 112837073A CN 202011627577 A CN202011627577 A CN 202011627577A CN 112837073 A CN112837073 A CN 112837073A
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- 238000000034 method Methods 0.000 title claims abstract description 35
- 238000012423 maintenance Methods 0.000 claims abstract description 49
- 238000012544 monitoring process Methods 0.000 claims abstract description 12
- 238000007726 management method Methods 0.000 claims description 37
- 238000007619 statistical method Methods 0.000 claims description 8
- 238000003745 diagnosis Methods 0.000 claims description 6
- 238000010586 diagram Methods 0.000 description 2
- 230000006870 function Effects 0.000 description 2
- 238000004519 manufacturing process Methods 0.000 description 2
- 238000011160 research Methods 0.000 description 2
- 238000012827 research and development Methods 0.000 description 2
- 238000012790 confirmation Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 230000007613 environmental effect Effects 0.000 description 1
- 230000008447 perception Effects 0.000 description 1
- 230000008707 rearrangement Effects 0.000 description 1
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02P—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN THE PRODUCTION OR PROCESSING OF GOODS
- Y02P90/00—Enabling technologies with a potential contribution to greenhouse gas [GHG] emissions mitigation
- Y02P90/80—Management or planning
Abstract
The embodiment of the application discloses an instrument after-sale service management system and method based on the Internet of things. The system comprises: the system comprises an instrument Internet of things sensing terminal, a manufacturer server, a desktop information service terminal, an operation management background and an engineer server. The instrument Internet of things sensing terminal is used for monitoring the running state of an instrument in real time and sending early warning data to a manufacturer server; and the desktop information service terminal processes the early warning data through the online learning module to obtain a maintenance scheme and perform online fault maintenance guidance on the user. And the operation management background sends the repair information to the manufacturer server. And the engineer server is used for receiving the order dispatching information sent by the manufacturer server, displaying the order dispatching information and providing the engineer for offline maintenance. This technical scheme can in time provide the maintenance scheme when the instrument breaks down, improves the efficiency of solving the problem, has promoted user experience.
Description
Technical Field
The embodiment of the application relates to the technical field of the Internet of things, in particular to an instrument after-sale service management system and method based on the Internet of things.
Background
The scientific instrument is a basic technical condition resource for developing scientific research and scientific innovation, and the guarantee of the normal operation and use of the scientific instrument is the guarantee of scientific productivity and creativity, so that the significance is great.
In an actual laboratory, scientific instruments often have the problem that the instruments cannot be used due to untimely maintenance and inadequate service after faults occur in the use process, and normal operation of scientific research activities is greatly influenced.
The traditional scientific instrument maintenance mode is that when an instrument fails, a teacher in charge of instrument management searches the contact way of factory or institution service reserved during instrument purchase, communicates the condition of the instrument failure through a telephone, and then the factory arranges an engineer to go to the door for maintenance according to the work schedule of the engineer. For a user, the traditional maintenance mode has low working efficiency and poor experience.
Disclosure of Invention
The embodiment of the application provides an instrument after-sale service management system and method based on the Internet of things, and when an instrument breaks down, a maintenance scheme can be provided in time, the problem solving efficiency is improved, and the user experience is improved.
In a first aspect, an embodiment of the present application provides an instrument after-sale service management system based on the internet of things, where the system includes:
the instrument Internet of things sensing terminal is connected with the manufacturer server and used for monitoring the running state of the instrument in real time and sending early warning data to the manufacturer server;
the desktop information service terminal is connected with the manufacturer service terminal, processes the early warning data through the online learning module, obtains a maintenance scheme, and guides the online fault maintenance of the user.
In a second aspect, an embodiment of the present application provides an instrument after-sales service management method based on the internet of things, where the method is performed by an after-sales service management system, and the method includes:
sending the early warning information monitored in real time to a manufacturer server;
and determining a maintenance scheme according to the early warning information, and performing online fault maintenance guidance on the user.
According to the technical scheme provided by the embodiment of the application, the instrument Internet of things sensing terminal is connected with a manufacturer server and used for monitoring the running state of an instrument in real time and sending early warning data to the manufacturer server; the desktop information service terminal is connected with a manufacturer service end, processes the early warning data through the online learning module to obtain a maintenance scheme, and performs online fault maintenance guidance on a user. According to the technical scheme, when the instrument breaks down, a maintenance scheme can be timely and accurately provided, the problem solving efficiency is improved, and the user experience is improved.
Drawings
Fig. 1 is a schematic structural diagram of an after-sale service management system of an instrument based on the internet of things according to an embodiment of the present application;
fig. 2 is a flowchart of an after-sale service management method for an instrument based on the internet of things according to a second embodiment of the present application.
Detailed Description
The present application will be described in further detail with reference to the following drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the application and are not limiting of the application. It should be further noted that, for the convenience of description, only some of the structures related to the present application are shown in the drawings, not all of the structures.
Before discussing exemplary embodiments in more detail, it should be noted that some exemplary embodiments are described as processes or methods depicted as flowcharts. Although a flowchart may describe the steps as a sequential process, many of the steps can be performed in parallel, concurrently or simultaneously. In addition, the order of the steps may be rearranged. The process may be terminated when its operations are completed, but may have additional steps not included in the figure. The processes may correspond to methods, functions, procedures, subroutines, and the like.
Example one
Fig. 1 is a schematic structural diagram of an instrument after-sale service management system based on the internet of things according to an embodiment of the present application, where the embodiment is applicable to instrument after-sale management, and the system may be integrated in a device such as an intelligent terminal for instrument after-sale management.
As shown in fig. 1, the instrument after-sale service management system based on the internet of things includes:
the system comprises an instrument Internet of things perception terminal 110, a manufacturer server 130 and a desktop information service terminal 120, wherein the desktop information service terminal 120 comprises an online learning module 121;
the instrument internet of things sensing terminal 110 is connected with the manufacturer server 130, and is used for monitoring the running state of an instrument in real time and sending early warning data to the manufacturer server 130;
the desktop information service terminal 120 is connected to the vendor service end 130, and processes the early warning data through the online learning module 121 to obtain a maintenance scheme, so as to provide online fault maintenance guidance for the user.
In this embodiment, the early warning data may be data generated when the instrument fails. For example, the warning data may be characters or codes, etc.
The maintenance scheme can be in the form of characters, pictures or videos. For guiding the troubleshooting and maintenance of the instrument.
In this embodiment, the vendor server 130 may be a vendor PC and a vendor applet. Wherein, the PC end is a computer end. The applet side may be the WeChat applet side or the proprietary applet side.
Specifically, the instrument internet of things sensing terminal 110 monitors the instrument in real time, when the early warning data is monitored, the early warning data is sent to the manufacturer service terminal 130, and the online learning module 121 in the desktop information service terminal 120 searches a fault removing and maintaining method matched with a fault generated by the instrument from a data database, so that a maintaining scheme is determined, and online fault maintaining guidance is performed on a user.
In this technical solution, optionally, the system further includes an operation management background 140, where the operation management background includes a repair information receiving module 141; the desktop information service terminal 120 further includes a repair module 122;
the operation management background 140 is connected to the desktop information service terminal 120 and the vendor service end 130, and receives the repair information sent by the repair module 122 in the desktop information service terminal 120 through the repair information receiving module 141, and sends the repair information to the vendor service end 130.
In this embodiment, the repair information may be information that requires an engineer to perform offline repair. The desktop information service terminal 120 is provided with a repair module 122, and a user can send repair information through a click operation.
It can be understood that, when the maintenance scheme provided by the online learning module 121 does not meet the maintenance requirement or the user needs an engineer to perform offline maintenance, the user may send the repair information through the repair module 122 provided by the desktop information service terminal 120, the desktop information service terminal 120 sends the repair information to the operation management background 140, and then the repair information receiving module 141 in the operation management background 140 receives the repair information and sends the repair information to the vendor service end 130.
The repair information is sent through the repair module provided by the desktop information service terminal, a manufacturer service terminal which needs to be helped can be locked quickly and accurately, and the problem solving efficiency is improved.
In this technical solution, optionally, the system further includes an engineer server 150;
the engineer server 150 is connected to the vendor server 130, and is configured to receive the order dispatching information sent by the vendor server 130, and display the order dispatching information for an engineer to perform offline maintenance.
The engineer server 150 may be an engineer applet. The applet side may be the WeChat applet side or the proprietary applet side.
In this embodiment, the order information may be the user's phone number, address, maintenance time, and the engineer's job number, phone number, job title, etc.
In this embodiment, the vendor server 130 may include one or more engineer server 150, and when the vendor server 130 receives the repair information, the vendor server 130 analyzes the repair information, and then determines an engineer capable of repairing the fault of the instrument according to the instrument information, the type, location, and schedule of the engineer in good repair, and generates the order information, and sends the order information to the engineer server 150 for the engineer to perform offline repair.
The repair information is processed, so that the engineer resource can be reasonably utilized, and the efficiency and quality of after-sale service are improved.
In this technical solution, optionally, the vendor service end 130 includes a fault diagnosis module 131 and an intelligent work order module 132, and is specifically configured to:
receiving, by the fault diagnosis module 131, early warning data sent by the instrument internet of things sensing terminal 110, analyzing the early warning data, and determining a fault reason; and, receiving the repair information sent by the operation management background 140 through the intelligent work order module 132, generating order dispatching information, and sending the order dispatching information to the engineer server 150.
The fault reason can be analyzed through the fault diagnosis module and the intelligent work order module in the manufacturer service end, and the order sending information is generated, so that an engineer can maintain offline, the problem solving efficiency is improved, and the user experience is improved.
In this technical solution, optionally, the vendor service end 130 further includes a data service module 133, which is specifically configured to:
the data service module 133 is utilized to receive the work order service data sent by the engineer service end 150, and generate a data statistical analysis report according to the work order service data, the instrument operation monitoring data and the early warning data.
In this embodiment, the work order service data may be a failure point, a replaced part, user confirmation information, and the like.
The data statistical analysis report is a report for storing maintenance data and is used for searching the maintenance data subsequently.
In this scheme, when an engineer performs offline maintenance, the work order service data is sent to the data service module 133 in real time, and the data service module 133 sorts the received work order service data, the instrument operation monitoring data and the early warning data to generate a data statistical analysis report for storage.
The work order service data are sent to the data service module for storage, so that the work order service data can be conveniently searched subsequently. And can provide data reference for instrument maintenance, production, research and development and the like.
According to the technical scheme provided by the embodiment of the application, the instrument Internet of things sensing terminal is connected with a manufacturer server and used for monitoring the running state of an instrument in real time and sending early warning data to the manufacturer server; the desktop information service terminal is connected with a manufacturer service end, processes the early warning data through the online learning module to obtain a maintenance scheme, and performs online fault maintenance guidance on a user. Through executing the technical scheme, when the instrument breaks down, a maintenance scheme can be timely provided, the problem solving efficiency is improved, and the user experience is improved.
Example two
Fig. 2 is a flowchart of an after-sales service management method for an instrument based on the internet of things according to a second embodiment of the present application, where the method is performed by an after-sales service management system.
As shown in fig. 2, the method for managing after-sale services of an instrument based on the internet of things includes:
and S210, sending the early warning information monitored in real time to a manufacturer server.
In this embodiment, the after-sales service management system monitors the instrument in real time and sends the monitored early warning information to the manufacturer service end.
In the technical scheme, optionally, the early warning information is analyzed to determine a fault reason.
The failure cause may be a cause of instrument failure. For example, the failure may be caused by inappropriate laboratory environmental temperature and humidity, or may be caused by improper operation.
In the scheme, the early warning information is analyzed by a fault diagnosis module in the after-sales service management system to determine the fault reason.
Through analyzing the fault reason, the fault reason of the instrument can be accurately and quickly mastered, the problem solving efficiency is improved, and the user experience is improved.
And S220, determining a maintenance scheme according to the early warning information, and performing online fault maintenance guidance on the user.
After the early warning information is obtained, the data base of the online learning module accurately provides data such as characters, pictures and videos of the fault removing and maintaining method of the instrument with the model number, a maintaining scheme is determined, and a user can remove the fault according to the guidance of the maintaining scheme.
In this technical solution, optionally, the method further includes:
receiving repair information;
and sending the repair information to a manufacturer server, and generating dispatching information according to the repair information and the early warning information.
In this embodiment, the after-sales service management system provides a one-key repair reporting function, and the user can report the repair through the after-sales service management system, and after receiving the repair reporting information, the repair reporting information is sent to the vendor service side in the after-sales service management system, and the vendor service side generates the order dispatching information according to the repair reporting information and the early warning information.
The after-sale service management system is used for reporting and repairing, so that a manufacturer terminal needing to be helped can be quickly and accurately locked, and the problem solving efficiency is improved.
In this technical solution, optionally, after sending the repair information to a vendor service end and generating the order delivery information according to the repair information and the early warning information, the method further includes:
sending the order dispatching information to an engineer server;
and displaying the order dispatching information for an engineer to perform offline maintenance.
The manufacturer service side generates the order dispatching information according to the repair information and the early warning information, sends the order dispatching information to the engineer service side, displays the order dispatching information in the engineer service side, and carries out offline maintenance according to the order dispatching information.
Through sending the dispatch information to engineer's service end, can realize the dispatch to engineer, promote the efficiency and the quality of service.
In this technical solution, optionally, after displaying the order information for an engineer to perform offline maintenance, the method further includes:
and receiving the work order service data sent by the engineer service end, and generating a data statistical analysis report according to the work order service data, the instrument operation monitoring data and the early warning data.
Specifically, when the engineer performs offline maintenance, the engineer sends the work order service data to the after-sales service management system in real time, and the after-sales service management system generates a data statistical analysis report according to the work order service data, the instrument operation monitoring data and the early warning data and stores the data statistical analysis report.
The work order service data are sent to the after-sale service management system to be stored, and subsequent maintenance data can be conveniently searched. And can provide data reference for instrument maintenance, production, research and development and the like.
According to the technical scheme provided by the embodiment of the application, the early warning information monitored in real time is sent to a manufacturer server; and determining a maintenance scheme according to the early warning information, and performing online fault maintenance guidance on the user. Through executing the technical scheme, when the instrument breaks down, a maintenance scheme can be timely provided, the problem solving efficiency is improved, and the user experience is improved.
It is to be noted that the foregoing is only illustrative of the preferred embodiments of the present application and the technical principles employed. It will be understood by those skilled in the art that the present application is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the application. Therefore, although the present application has been described in more detail with reference to the above embodiments, the present application is not limited to the above embodiments, and may include other equivalent embodiments without departing from the spirit of the present application, and the scope of the present application is determined by the scope of the appended claims.
Claims (10)
1. An instrument after-sale service management system based on the Internet of things, the system comprising: the system comprises an instrument Internet of things sensing terminal, a manufacturer server and a desktop information service terminal, wherein the desktop information service terminal comprises an online learning module;
the instrument Internet of things sensing terminal is connected with the manufacturer server and used for monitoring the running state of the instrument in real time and sending early warning data to the manufacturer server;
the desktop information service terminal is connected with the manufacturer service terminal, processes the early warning data through the online learning module, obtains a maintenance scheme, and guides the online fault maintenance of the user.
2. The system of claim 1, further comprising an operations management back-end, the operations management back-end comprising a report information receiving module; the desktop information service terminal also comprises a repair module;
the operation management background is connected with the desktop information service terminal and the manufacturer service terminal, receives the repair information sent by the repair module in the desktop information service terminal through the repair information receiving module, and sends the repair information to the manufacturer service terminal.
3. The system of claim 1, further comprising an engineer server;
the engineer server is connected with the manufacturer server and used for receiving the order dispatching information sent by the manufacturer server and displaying the order dispatching information for an engineer to perform offline maintenance.
4. The system of claim 1, wherein the vendor service includes a fault diagnosis module and an intelligent work order module, and is specifically configured to:
the fault diagnosis module receives early warning data sent by the instrument Internet of things sensing terminal, and the early warning data is analyzed to determine the fault reason; and receiving repair information sent by the operation management background through the intelligent work order module, generating order dispatching information, and sending the order dispatching information to an engineer server.
5. The system of claim 4, wherein the vendor service end further comprises a data service module, specifically configured to:
and receiving the work order service data sent by the engineer service end by using the data service module, and generating a data statistical analysis report according to the work order service data, the instrument operation monitoring data and the early warning data.
6. An instrument after-sales service management method based on the Internet of things, which is executed by an after-sales service management system, and comprises the following steps:
sending the early warning information monitored in real time to a manufacturer server;
and determining a maintenance scheme according to the early warning information, and performing online fault maintenance guidance on the user.
7. The method of claim 6, wherein after sending the real-time monitored pre-alarm information to the vendor service, the method further comprises:
and analyzing the early warning information to determine the fault reason.
8. The method of claim 6, further comprising:
receiving repair information;
and sending the repair information to a manufacturer server, and generating dispatching information according to the repair information and the early warning information.
9. The method of claim 8, wherein after sending the repair information to a vendor service and generating a dispatch message according to the repair information and the pre-warning message, the method further comprises:
sending the order dispatching information to an engineer server;
and displaying the order dispatching information for an engineer to perform offline maintenance.
10. The method of claim 9, wherein after presenting the order information for an engineer to perform offline service, the method further comprises:
and receiving the work order service data sent by the engineer service end, and generating a data statistical analysis report according to the work order service data, the instrument operation monitoring data and the early warning data.
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| CN202011627577.7A CN112837073A (en) | 2020-12-31 | 2020-12-31 | Instrument after-sale service management system and method based on Internet of things |
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| CN113848861A (en) * | 2021-10-12 | 2021-12-28 | 江苏阿尔特空调实业有限责任公司 | Intelligent monitoring system and method based on Internet of things and electronic equipment |
| CN114742485A (en) * | 2022-06-13 | 2022-07-12 | 北京神州光大科技有限公司 | Information processing method and system for IT system maintenance service |
| CN115273354A (en) * | 2022-07-19 | 2022-11-01 | 平安银行股份有限公司 | Bank self-service equipment management method and system and computer equipment |
| CN117132292A (en) * | 2023-09-07 | 2023-11-28 | 东莞市俊志制冷设备有限公司 | On-line after-sales service system for refrigeration equipment |
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