CN1932867A - Goods after-sale service management system and method based on radio frequency identification technique - Google Patents
Goods after-sale service management system and method based on radio frequency identification technique Download PDFInfo
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Abstract
The invention is concerned with the commodity post-sale service management system and the method based on the radio frequency identifying technology of the information electron field, comprising of: the electronic label that saves and includes the product coding and the inner coding, the label microreader, the post-sale service network and the commodity information database. The invention is that embeds the electronic label in the sold commodity in order to establish a commodity post-sale service management system by using double code system, the system not only can make answer betimes for the post-sale service application of the consumer, record the information of the post-sale service, make the workload of the post-sale service personnel, but also can get the commodity quality for the producer, meanwhile can achieve the forgery-proof function of the commodity.
Description
Technical field
The invention belongs to the information electronic applications, specifically, relate to the method for the after-sale service system of commodity being carried out the dicode system management by REID.
Technical background
Radio frequency identification (RFID) is a kind of contactless automatic identification technology, it is by the automatic recognition objective object of radiofrequency signal and obtain related data, identification work need not manual intervention, have that the not available batch of bar code reads at a distance, advantage such as, long service life low to environmental requirement, data can be encrypted, canned data can be changed, its application will bring revolutionary variation to goods after-sale service management system.
At present, the commodity production merchant handles its after sale service business and mainly contains two kinds of methods, and the one, set up the after-sale service department in its sales territory; The 2nd, its after sale service business is contracted to other relevant companies.Because the after sale service business has very big randomness, more than two kinds of methods of handling the after sale service business can the portfolio of after sale service be defined inevitably, the smooth and easy transmission of failure message, commercial quality is reviewed and some problems are brought in aspect such as commodity counterfeit prevention.
Summary of the invention
The objective of the invention is to propose a kind of goods after-sale service management system that utilizes radio-frequency (RF) identification (RFID) technology to realize, this system is by using dicode system, be embedded in the RFID electronic tag in sold goods, can not only adjust the portfolio of after sale service, and can give the manufacturer information feedback that commodity break down, thereby make the manufacturer can review, find out failure cause in time, improve method for designing and production technology, improve commodity quality.In addition, the electronic tag number of encryption can also be realized the antiforge function of commodity.
Principle of the present invention is: the coding of commodity is carried out dicode system.The manufacturer distributes two codings, i.e. product coding and in-line coding for every commodity.Product coding is unique coding that the manufacturer distributes for these commodity according to the respective coding standard when producing commodity, and this number is a plain code, and the consumer can see when buying these commodity.The consumer whereby number in the information of goods information data storehouse that the manufacturer provides to the inquiring about for information about of commodity, if quality goes wrong, the consumer can also utilize this number to report for repairment to the manufacturer by after service network.In-line coding is production and the managerial demand of manufacturer according to oneself, the in-line coding of giving these commodity according to enterprise regulation, this number can be the relevant production side information that comprises commodity (as batch, raw material, production time, processing technology etc.), also can be the password that is associated with the information of goods information data storehouse that the manufacturer provides, the implication that also can give other by the manufacturer.In-line coding is a private mark, and its is encrypted through hardware or software algorithm and writes electronic tag, and key is grasped by the manufacturer, and other people that comprise the after sale service personnel are maintained secrecy.
In order to realize goods after-sale service management system, the manufacturer also needs to set up the information of goods information data storehouse, the commodity relevant information that storage has been dispatched from the factory.The corresponding same database of product coding and in-line coding, but the two has different access rights.In case the consumer finds commodity and quality problems occur, just can utilize product coding to send the request of reporting for repairment by after service network to goods providers.After the manufacturer receives the request of reporting for repairment, note repairing information, and maintenance instructions is assigned by corresponding after-sale service department in the maintenance network from the consumer.The after sale service personnel are after overhauling out of order commodity, utilize product coding and in-line coding on the electronic label reader reading tag, this number and maintenance information, as fault reason, repair time etc., send to manufacturer's information of goods information data storehouse by after service network, if necessary the consumer can also add their confirmation to this information by network.The information that the manufacturer writes down according to the information of goods information data storehouse defines the workload of after sale service, and the efficient and the quality of evaluation after sale service are reviewed the reason that breaks down.Because the after sale service personnel do not grasp the key of manufacturer's number, in maintenance process, they just are difficult to forge extra portfolio.The manufacturer also can review the quality of commodity according to information of goods information data storehouse statistics.Another purposes of in-line coding is false proof.When the consumer bought commodity, the electronic label reader of dealer read through product coding and in-line coding, the true and false that the information of goods information data storehouse by the inquiry manufacturer can these commodity of identification.
Embodiment
The present invention is a system that utilizes radio frequency identification (RFID) technology that commodity after sale service business is managed, and its enforcement need relate to many problems such as construction in the choosing of less radio-frequency equipment such as electronic tag, label reader, mounting means, communication network and the information of goods information data storehouse of electronic tag on commodity.
Label is selected: owing to all post electronic tag on every commodity, the consumption of electronic tag is quite big and be difficult to recovery, and therefore low-cost label is an important prerequisite of the invention process.The effect of electronic tag is record product coding and the in-line coding through encrypting among the present invention, and required storage space need not very big.Therefore can select the electronic tag that memory space is smaller, price comparison is low for use.The selection of label reader: along with the development of radio RF recognition technology, the kind and the model of label reader are quite a lot of at present.Therefore can select for use according to concrete commodity and concrete label.According to the characteristics of after sale service, it is proper to read HF frequency range or the uhf band hand-held label reader of distance about 1 meter.
Label is pasted: the geometric configuration of different commodity and material have very big difference, and concrete bonding method and stickup position need be decided according to concrete commodity.Principle be the normal working performance, the label that do not influence commodity not fragile, easily label is read.
After service network is built: for make between consumer and the manufacturer, information between manufacturer and the after-sale service department can transmit timely and accurately, just need set up the perfect after-sales service network, this network both can be that computer network also can be a telephone network, or the two and deposit.The information of goods information data storehouse: the information of goods information data storehouse is a most important parts in the goods after-sale service management system discussed of the present invention.According to the needs of commodity production and after sale service service management, it has following several basic functions: the one, accept and write down reporting application for repairment and assigning the after sale service task of consumer to corresponding after-sale service department; The 2nd, record after sale service personnel's the manufacturer's number that electronic label reader read and the time of after sale service, the after sale service report of writing down the after sale service personnel simultaneously; The 3rd, according to from the consumer report for repairment record and from after sale service personnel's information on services define after sale service workload, adjust the efficient of after sale service and search the reason that commodity break down.
The authority of after sale service personnel access products information database: because the in-line coding process is encrypted, its key belongs to the manufacturer.So the after sale service personnel can only be by in-line coding to information of goods information data storehouse typing after-sales-service information, and the content that can't revise or duplicate the commodity information database, so just guaranteed the reliability of database information.
The authority of consumer's access products information database: in a single day the consumer finds that quality problems appear in commodity, just can pass through the access products information database, submit the after sale service application to the manufacturer, can obtain necessary merchandise news (particular content can be consulted to decide by manufacturer and consumer) from this database simultaneously.
Technical scheme
A kind of goods after-sale service management system, by after service department, be embedded in the electronic tag on the commodity, the reader that is used to read electronic tag, after service network and information of goods information data storehouse and form, after service department is connected in electronic label reader, electronic label reader and antenna interconnect, antenna and commodity are interconnected.
Described goods after-sale service management system, after service network both can be computing machine or telephone network, also can be wireless communication networks.
A kind of commodity after-sale service management method, commodity are carried out dicode system, the manufacturer writes product coding and two numbers of in-line coding for every commodity in electronic tag, wherein in-line coding is through encrypting, corresponding information in these two codings and the information of goods information data storehouse is set up mapping, to realize commodity after sale service management, quality tracing and false proof.
Described commodity after-sale service management method, its detailed process is as follows: after sale service personnel (2) start electronic label reader (5), send to antenna (6) and to read label (7) instruction, electronic tag (7) on the commodity (8) is after receiving the radio wave energy that antenna (6) sends, send the information that comprises product coding and in-line coding to antenna (6), antenna (6) receives this signal, and this signal sent to electronic label reader (5), after electronic label reader (5) is handled accordingly to signal again, just give information of goods information data storehouse (4) this signal forwarding by after service network (3).
Described commodity after-sale service management method, the product coding of product and in-line coding all are recorded in the RFID electronic tag, and wherein in-line coding is through storage after encrypting, and key is grasped by the manufacturer.
Described commodity after-sale service management method, the product coding of every product and in-line coding are all corresponding to same record in the information of goods information data storehouse, but the authority difference of the two accessing database.
Described commodity after-sale service management method, the consumer by manufacturer's information of goods information data storehouse report for repairment, operation such as inquiry, by the after sale service personnel distribution services task of manufacturer under this consumer, and finish the back in service and return this information on services to the manufacturer.
Described commodity after-sale service management method, the information of goods information data storehouse not only records the information of commodity production process, but also record consumer's request of reporting for repairment and after sale service personnel's maintenance content information.
Description of drawings
Fig. 1 is after service network figure of the present invention.
Fig. 2 is after-sale service department of the present invention sends a synoptic diagram from the electronic tag number of commodity to the information of goods information data storehouse.
Embodiment
The course of work of the present invention as shown in Figure 1, consumer (1) finds product quality problem, utilizing product coding to pass through after service network (3) sends to the information of goods information data storehouse (4) that the manufacturer sets up and reports application for repairment, response is sent to application in information of goods information data storehouse (4), and assign after sale service by after service network (3) to after-sale service department (2) and instruct, keep in repair defective in quality commodity after-sale service department (2), and the maintenance after-sale service department, back (2) that finishes is sending to information of goods information data storehouse (4) to the electronic tag product coding of defective in quality commodity and in-line coding and repair message again by after service network (3).The information that the manufacturer writes down according to information of goods information data storehouse (4) defines the workload of after-sale service department (2), and the efficient and the quality of evaluation after-sale service department (2) are searched the reason that commodity break down.
Fig. 2 is after the after-sale service department finishes to defective in quality commodity maintenance, sends the synoptic diagram of the electronic tag number of commodity to the information of goods information data storehouse.After sale service personnel (2) start electronic label reader (5), send to antenna (6) and to read label (7) instruction, electronic tag (7) on the commodity (8) is after receiving the radio wave energy that antenna (6) sends, send the information that comprises product coding and in-line coding to antenna (6), antenna (6) receives this signal, and this signal is sent to electronic label reader (5).After electronic label reader (5) is handled accordingly to signal again, just give information of goods information data storehouse (4) this signal forwarding by after service network (3).Wherein, electronic label reader (5) can adopt general specification, model.
Goods after-sale service management system, by after service department, be embedded in the electronic tag on the commodity, the reader that is used to read electronic tag, after service network and information of goods information data storehouse and form, it is characterized in that: after service department is connected in electronic label reader, electronic label reader and antenna interconnect, antenna and commodity are interconnected.
Claims (8)
1, a kind of goods after-sale service management system, by after service department, be embedded in the electronic tag on the commodity, the reader that is used to read electronic tag, after service network and information of goods information data storehouse and form, it is characterized in that: after service department is connected in electronic label reader, electronic label reader and antenna interconnect, antenna and commodity are interconnected.
2, goods after-sale service management system as claimed in claim 1 is characterized in that: after service network both can be computing machine or telephone network, also can be wireless communication networks.
3, a kind of commodity after-sale service management method, it is characterized in that: commodity are carried out dicode system, the manufacturer writes product coding and two numbers of in-line coding for every commodity in electronic tag, wherein in-line coding is through encrypting, corresponding information in these two codings and the information of goods information data storehouse is set up mapping, to realize commodity after sale service management, quality tracing and false proof.
4, commodity after-sale service management method as claimed in claim 3, it is characterized in that: its detailed process is as follows: after sale service personnel (2) start electronic label reader (5), send to antenna (6) and to read label (7) instruction, electronic tag (7) on the commodity (8) is after receiving the radio wave energy that antenna (6) sends, send the information that comprises product coding and in-line coding to antenna (6), antenna (6) receives this signal, and this signal sent to electronic label reader (5), after electronic label reader (5) is handled accordingly to signal again, just give information of goods information data storehouse (4) this signal forwarding by after service network (3).
5, commodity after-sale service management method as claimed in claim 3 is characterized in that: the product coding of product and in-line coding all are recorded in the RFID electronic tag, and wherein in-line coding is through storage after encrypting, and key is grasped by the manufacturer.
6, commodity after-sale service management method as claimed in claim 3 is characterized in that: the product coding of every product and in-line coding are all corresponding to same record in the information of goods information data storehouse, but the authority difference of the two accessing database.
7, commodity after-sale service management method as claimed in claim 3, it is characterized in that: the consumer by manufacturer's information of goods information data storehouse report for repairment, operation such as inquiry, by the after sale service personnel distribution services task of manufacturer under this consumer, and finish the back in service and return this information on services to the manufacturer.
8, commodity after-sale service management method as claimed in claim 3, it is characterized in that: the information of goods information data storehouse not only records the information of commodity production process, but also record consumer's request of reporting for repairment and after sale service personnel's maintenance content information.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200510086419 CN1932867A (en) | 2005-09-14 | 2005-09-14 | Goods after-sale service management system and method based on radio frequency identification technique |
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| CN 200510086419 CN1932867A (en) | 2005-09-14 | 2005-09-14 | Goods after-sale service management system and method based on radio frequency identification technique |
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Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101434948A (en) * | 2007-11-13 | 2009-05-20 | 苏州盖依亚生物医药有限公司 | Control method for biological information |
| CN103984973A (en) * | 2014-04-21 | 2014-08-13 | 浪潮通用软件有限公司 | Quality testing anti-fake control method based on two-dimensional bar code application |
| CN108182463A (en) * | 2018-01-24 | 2018-06-19 | 南京理工大学 | A kind of electronic assemblies process product retroactive method based on RFID label tag |
| CN109670606A (en) * | 2018-12-10 | 2019-04-23 | 浪潮(北京)电子信息产业有限公司 | Fault ticket configuration method, device, commodity after-sale management system and associated component |
| CN112529590A (en) * | 2019-09-02 | 2021-03-19 | 北京京东振世信息技术有限公司 | Service information generation method and device, electronic equipment and storage medium |
| WO2021159382A1 (en) * | 2020-02-13 | 2021-08-19 | Avery Dennison Corporation | Method, kit, and system for tracking graphic film applications |
-
2005
- 2005-09-14 CN CN 200510086419 patent/CN1932867A/en active Pending
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101434948A (en) * | 2007-11-13 | 2009-05-20 | 苏州盖依亚生物医药有限公司 | Control method for biological information |
| CN103984973A (en) * | 2014-04-21 | 2014-08-13 | 浪潮通用软件有限公司 | Quality testing anti-fake control method based on two-dimensional bar code application |
| CN108182463A (en) * | 2018-01-24 | 2018-06-19 | 南京理工大学 | A kind of electronic assemblies process product retroactive method based on RFID label tag |
| CN109670606A (en) * | 2018-12-10 | 2019-04-23 | 浪潮(北京)电子信息产业有限公司 | Fault ticket configuration method, device, commodity after-sale management system and associated component |
| CN112529590A (en) * | 2019-09-02 | 2021-03-19 | 北京京东振世信息技术有限公司 | Service information generation method and device, electronic equipment and storage medium |
| WO2021159382A1 (en) * | 2020-02-13 | 2021-08-19 | Avery Dennison Corporation | Method, kit, and system for tracking graphic film applications |
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