JP2001350859A - Method for processing failure at customer - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a new and improved method for dealing with the failure at a customer and a guaranteed article sent back, capable of solving a problem in a real time. SOLUTION: This method for evaluating the failure at a customer comprises a process 400 for receiving a failure related with an object from the customer, a process 408 for obtaining at least one digital image of the object which breaks down, and a process 420 for judging whether or not a repairing work to the failure at the customer is approved based on the inspection of at least one digital image. Thus, it is possible to perform inspection and a response in a real time to the failure at the customer. Therefore, it is possible to improve the level of satisfaction of the customer, and to reduce costs to deal with the failure at the customer.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION The present invention relates to a method for processing customer defects in real time while the customer is waiting, and for improving quality, processing records are stored and the entire vehicle value chain is maintained. A distributed method and system for handling customer defects.

[0002]

BACKGROUND OF THE INVENTION Many companies today communicate with distributed networks of sales offices, distribution bases, suppliers, service offices, and customers. This distributed arrangement is necessary to provide the products and services to the company's customers. However, this arrangement poses a major problem. The two most important issues are the implementation of fair warranties (including "delivery" of the warranty work to the customer and the management of the dealer performing the warranty), and the warranty cost And obtaining accurate and reliable data on the physical attributes of the components that determine customer satisfaction.

[0003] With respect to the implementation and management of fair warranties, in the automotive industry, automotive manufacturers typically have a headquarters where product decisions are made. However, the sale of the car company's products takes place in a decentralized network of franchise car dealers. The car dealer sells the car company's products to customers and then provides warranty services for these products (within the warranty coverage period) to the customers. In recent years, automakers have expanded their warranty coverage for products, leading to an increase in warranty claims. Automobile dealers are authorized to define customer defects as warranties and to perform repairs that will be refunded later in response, so automakers must ensure that a centrally established warranty policy is applied to all dealers. Face problems in ensuring that they are implemented fairly.

[0004] Customers purchasing a vehicle should receive consistent warranty coverage regardless of the market in which the vehicle is purchased or serviced. The complexity is further increased when the car company determines that various parts need to be "pre-approved" as part of the warranty implementation process, instead of automatically reimbursing the dealer for completed repairs. Examples of (but not limited to) the need for pre-approval are:
Help dealers eliminate inappropriate claims for causes that are not manufacturer defects, obtain diagnostic information for analysis prior to payment, and assist dealers in identifying the correct repair method (cost To ensure robust and efficient repairs in a responsible manner from the point of view).

[0005] In conclusion, prior art systems for processing warranty requests have become overloaded and inefficient in terms of servicing corporate customers. Auto dealers and auto customers are disappointed and dissatisfied with the prior art systems and processes for handling warranty claims.

Prior art systems and methods for processing warranty claims provide an ability to resolve warranty claims in real-time when the pre-approval requirements of a vehicle are consistent with warranty processing with a customer. It does not give to dealers and customers. Generally, prior art systems require that a customer visit a dealer and communicate vehicle requirements to dealer employees. The dealer employee then determines whether the problem raised by the customer is related to a manufacturing defect. In an uncontrolled environment, this decision can be made without following the manufacturer's policies,
It could have been improperly claimed by dealers.
In some cases, a customer may be putting pressure on a dealer to perform improper repairs. If a dealer employee determines that a manufacturing defect exists, the information is entered into a computer. The computer is in communication with the car company to request payment for labor and parts to repair manufacturing defects.

Prior art systems compromise either the pre-approval management process or customer satisfaction. Management procedures would require that the part in question be packaged, shipped and subsequently re-inspected by the manufacturer. Even if the analysis indicates that improper repairs have been made, subsequent reimbursement will still be performed, but it will be labor intensive and much more rigorous than if the requirements were initially eliminated. Inefficient. If this is not done instead of managing the returned parts, it would be quicker for the customer, but in effect this would cause the dealer to perform improper repairs and provide inconsistent warranty. I will. The dealer must then return the defective part to the car manufacturer to obtain the necessary funds to repair the customer's failure. This process is very cumbersome as it takes a considerable amount of time to obtain the necessary approvals from the car companies and requires inspection of the actual vehicle parts which are difficult to handle. As a result, customer defects that are not manufacturing defects are approved.

The next major problem associated with the above is that
It is an improvement of the quality control process. In the automotive industry, product quality is one of the most important aspects of competition, so it is very important to understand the durability characteristics of all fair parts during customer use. Prior art methods and systems for handling and tracking warranty returns because large companies have many customers with current warranty coverage and it is not possible to experimentally model all product usage characteristics. Is
It does not provide real-time feedback from dealers and customers about defective parts. Defect data generally takes a month to identify (and requires "data mining" from processing records).

[0009]

What is needed, therefore, is a new and improved system and method for handling customer defects and warranty returns that can solve problems in real time. In addition, the new and improved systems and methods allow defect data including design, quality and product engineers, assembly plants, distributors and suppliers.
It must be immediately available to all participants in the decentralized vehicle value chain.

[0010]

SUMMARY OF THE INVENTION Accordingly, the present invention provides a method for acquiring at least one digital image of an object of a defect and applying the at least one digital image to a customer for repair of the defect. Provide a method and system that solves customer problems by transmitting to a remote inspector.

In accordance with one aspect of the present invention, a method for evaluating a customer's fault is disclosed. The method includes the steps of receiving a defect related to an object from a customer, obtaining at least one digital image of the target of the defect, and repairing a defect of the customer based on an inspection result of the at least one digital image. Deciding whether to approve or not. The present invention provides real-time inspection and response to customer failures. So,
Increased customer satisfaction and reduced costs of handling customer failures.

According to another aspect of the present invention, the method further includes the step of obtaining a defect identification indicator representing the object of the defect.

According to another aspect of the invention, the method further includes receiving the fault by inputting data regarding the fault to a computer.

According to another aspect of the invention, the method further comprises the step of entering data into the computerized defect form.

According to yet another aspect of the invention, the method further comprises the step of attaching the at least one digital image to a computerized defect form.

According to yet another aspect of the invention, the method further includes transmitting the at least one digital image from a digital camera to a service computer.

According to yet another aspect of the present invention, the method further includes transmitting the at least one digital image over a communication network to a remote location for approval to repair the defect.

In accordance with yet another aspect of the present invention, there is provided a method for handling customer defects. The method comprises the steps of receiving a customer defect with respect to a product, obtaining at least one digital image of the product, sending the at least one digital image of the product to an inspector, the at least one digital image. Inspection, determining whether to approve the repair work on the product, and submitting one of approval and rejection for the repair work on the product.

The above features, benefits and advantages, and other features, benefits and advantages of the present invention, will be readily apparent from the following detailed description of the best mode for carrying out the invention when read in conjunction with the accompanying drawings. Become.

[0020]

DETAILED DESCRIPTION OF THE INVENTION Referring now to FIG. 1, there is illustrated a system 100 for resolving customer inconveniences in accordance with the present invention. The system 100 includes an inspector office 102, a communication satellite 104, and a plurality of service offices 106. The service office is generally located away from the inspection office 102. Between the service office 106 and the inspection office 102 by an inspection office antenna 110 disposed in the inspection office 102, and by a service office antenna 112 disposed in each of the service offices 106. , The transmission path 108 is established. Such satellite communication systems are well known in the art, and the present invention contemplates the use of other communication networks such as conventional telephone lines, fiber optic networks, digital subscriber lines, ISDN lines, and the like. . A typical satellite network is Ford Motor C
Ompany's Fordstar satellite network, but of course other suitable satellite networks may be used.

In an embodiment of the present invention, an inspection office
102 includes a computer network 116. Preferably, the computer network 116 is an Ethernet (registered trademark) network having a main server computer 117 and a plurality of client computers 119 connected thereto. An example of a primary server computer is the Dell Computer Company in Houston, Texas.
PowerEdge 6300 system available through. The main server computer 117 manages all business flows between the inspection office and the service office. To ensure high reliability of the system, it is preferred that a backup server computer 121, which is preferably the same as the primary server computer, be available for almost the same work in the event of a primary server failure. A client computer is used by an inspector to inspect and resolve customer defects. Each client computer 119 is capable of displaying high-resolution images, has high processing speed to process images quickly, has sufficient random access memory to process images, and has Has the appropriate hard disk space to store the file and is connectable to the network. An example of a client computer is a 512 kB L2 cache, 128 MB E
450 with DO RAM, CD-ROM, video card, 10 GB hard disk drive, floppy disk drive, Ethernet network card, monitor and operating system
Dell Optiplex GX1 MT with MHz Pentium® II processor. Dell Optiple
x is the Dell Computer Company in Houston, Texas
Is available via

Computer network 116 connects main server computer 117 and client computer 119 to inspector office antenna 110 for receiving communications from service office 106 via satellite 104.

A data acquisition unit 118 is located at each service office 106 to obtain information regarding customer malfunctions. The data acquisition unit 118
It is connected to a service office antenna 112 via a communication network 120 such as a network. Communication network 120 comprises ordinary telephone lines, fiber optic cables, coaxial cables, and the like.

The data acquisition unit 118 is further schematically shown in FIG. 2a according to the present invention. The data acquisition unit 118 includes a container 130 containing a service computer 132, a digital camera 134 and a scanner 136. Preferably, service computer 132 is a laptop with appropriate computing power and relatively small external dimensions that are easily received within container 130.
An example of a service computer is the Dell Latitude Cpi266XT with a 13.3-inch screen, 128 MB EDO RAM, CD-ROM, modem, hard disk drive, network card and operating system. The Dell Latitude Cpi266XT is available through the Dell Computer Company in Houston, Texas. In addition, the service computer 132 has a modem port 138, a LAN port 140, a mouse port 142, and a COM port.
1 Includes serial port 144 and printer port 146. Modem port 138 allows computer 132 to connect to a conventional telephone network for transmitting data over the Internet. As an alternative, LA
The N port 140 connects the computer 132 to the Ethernet
Enables connection to a network, such as a network, which is then connected to a wide area network, such as the Internet, via a series of fiber optic cables or satellite links. Mouse port 142 allows a computer mouse to be connected to computer 132 over a mouse that is typically equipped on a service computer. COM 1 serial
Port 144 allows additional accessories requiring communication with service computer 132 to be mounted thereto. Printer port 146 is
Computer 132 enables data to be output to a printer.

Digital camera 134 is preferably available through Kodak Inc. of Rochester, NY
Kodak DC 265. Other digital cameras that have the same or similar operating characteristics, such as resolution, and data input / output ports can also be used. Digital camera
The 134 and the scanner unit 136 will be described in further detail below.

The container 130 also includes a power cord for supplying power to the computer power supply 150 and the camera power supply 152.
148 is included. The computer power supply 150 can be connected to a standard outlet (110-120 volts at 60 Hz). In addition, the computer power supply 150 generates operating voltages and currents appropriate for operating the service computer 132. Camera power supply 152 supplies power to battery charging circuit 154. As in computer power supply 150, camera power supply 152 can receive a supply voltage of 110 to 120 volts at 60 Hertz. Battery charging circuit 154
Is in electrical communication with the camera power supply 152 and supplies charging energy to a rechargeable camera battery (not shown) housed within the scanner unit 136. The battery charging circuit 154 is assembled by conventional means, as is well known in the art, and is connected to Ceville, Courtville, PA.
Available through ll-Con Company.

More specifically, a docking station 158 having a plurality of terminals 164 transmits battery charging energy to a scanner unit 136, which in turn transfers the battery charging energy therein. To a camera battery (not shown) housed in the camera.
Batteries are available through Sanyo Electric Co., Ltd. of Japan. Of course, other batteries having similar power output characteristics may be used.

With continued reference to FIG. 2a, a digital camera 134 is shown having a data transmission cable 160 and a power cable 162 according to the present invention. The data transmission cable 160 transmits digital image information to the scanner
Transmit to unit 136 and to docking station 158 via terminal 164. And digital
Image information can be obtained from docking station 158.
The data is transmitted to a USB port 168 of the service computer 132 via a universal serial bus (USB) cable 166.

Referring to FIG. 2b, a block diagram of a scanner unit 136 is shown in accordance with the present invention. The scanner unit 136 includes a scan engine 180 and a converter circuit 182. The scan engine 180 is a regular bar code scanner / reader, Symbol Tec
Model No. SE-1233HP-I101A available through hnologies. The scan engine 180 is capable of communicating information with the converter circuit 182 and, upon reading the bar code, adds a transistor-transistor logic (TT) to the converter circuit.
L) Output the signal. Built by common means,
Converter circuit 182 converts the TTL signal to an RS-232 format well known in the art. The output signal in the RS-232 format is transmitted to the digital camera 134 via the data transmission cable 160. Software residing in the camera 134 receives the scanned bar code data and "watermarks" the digital image stored in the camera memory. Associate a bar code with the acquired digital image by watermarking the image. In this way, the invention ensures that the object or object of the digital image can be identified.

Referring now to FIGS. 3-5, a preferred embodiment of a container 130 according to the present invention is illustrated. FIG. 3 shows a container 13 having a lid 198 and a base 202.
FIG. 2 is a front perspective view of the front part of FIG. Lid 198 is a digital camera
Includes raised portion 200 that fits 134 height. In addition, lid 19
8 includes a lock 204 that releasably secures the lid to the base. The base 202 further includes a power indicator light 206 and a charge indicator light 208. Power indicator light 206, container 13
0 indicates that the power supply is connected. Charge indicator light 2
08 indicates that the digital camera 134 is currently charging.

Referring now to FIG. 4, there is shown a rear view of the container 130 according to the present invention. A pair of hinges 250
Is provided for pivotally securing the lid 198 to the external base 202. An external modem port 138 ', a LAN port 140', an external mouse port 142 ', an external printer port 146', and an external power cable 147 'are provided on a rear panel 252 of the base 202.

FIG. 5 is a side view of the container 130 according to the present invention. Lid 198 is shown in a closed position relative to base 202.

Referring now to FIG. 6, there is shown the interior of a container 130 according to the present invention. The base 202 has a top surface 300 that includes a computer recess 302 and a digital camera recess 304. The computer recess 302 is sized and shaped to generally accommodate the service computer 132. The computer recess 302 further includes a service
Includes a plurality of openings for receiving data cables for connection to computer 132. A parallel printer cable 306 connects the printer port 146 to an external printer port 146 'on the rear panel of the base 202. LAN cable 314 is based on LAN port 140 202
To the external LAN port 140 'on the rear panel. CO
An M1 cable 310 connects the COM1 port 144 to an external COM1 port 144 'on the rear panel of the base 202. Computer mouse cable 312 connects to computer 1
Connect mouse port 142 on 32 to external mouse port 142 ′ on the rear panel of base 202. USB cable
166 is a USB port 168 on the computer 132 at one end
At the other end, the four terminals of the terminal 164 are in communication. Terminal 164 contacts a conductive surface located on the bottom surface of scanner unit 136, as depicted in later figures.

Referring now to FIG. 7, there is shown a top view of the container 130 with the lid 198 open.
It further shows the service computer 132 located in the computer recess 302. As further illustrated later, the recess 304 for the digital camera
Is sized and shaped to fit the digital camera 134 and scanner unit 136 assembly, allowing the assembly to fit therein. The digital camera recess 304 further includes a pair of guide pins 322 received in a pair of openings (shown in FIG. 12) located on the bottom surface of the scanner unit 136. Guide pin 322
Bottom surface and conductor contact area (shown in Fig. 12)
Serves to position the terminal on the terminal 164. When the digital camera 134 and the scanner unit 136 are located on the terminal 164, digital image data can be transmitted from the digital camera 134 to the service computer 132. In addition, digital camera 134 and scanner unit 136
When placed in the camera recess 304, the terminal 1
64 three terminals supply charging energy to a rechargeable battery located in the scanner unit 136.

Referring now to FIGS. 8 and 9, a service computer 132, a digital camera 134 and a scanner unit 136 are located in a container 130. As shown in FIG. 8, the computer screen portion 340 is shown in a closed state. In this state,
The lid 198 can be closed and secured to the base 202 using the lock 204.

FIG. 9 shows the screen 340 in an open state according to the present invention. In this state, the service computer 132 is powered when the system is in a fully operational mode.

Referring now to FIGS. 10-15, more detailed drawings of a digital camera 134 and a scanner unit 136 mounted thereon according to the present invention are shown. A top view of the digital camera 134 is shown in FIG. On the upper surface of the digital camera 134, a power button 350 for activating the digital camera 134 is arranged. In addition, an image capture button 352 is also located on the top of the digital camera 134 for obtaining an image via the camera lens 354. Camera 1
Select button 355 and scroll button to activate and select various camera functions to operate 34
Button 356 is used. The top surface of digital camera 134 further includes a liquid crystal display 358 that conveys camera operating parameters to the camera user.

Referring now to FIG. 11, according to the present invention,
A front view of the digital camera 134 and the scanner unit 136 is shown. The front of the digital camera 134 has a flash 360 that illuminates the object to be photographed.
including. The viewfinder lens 362 allows the camera user to position the digital camera,
Construct an appropriate field of view of the part to be imaged. The scanner unit 136 includes a scanner engine capable of decoding a normal bar code placed on an object to be photographed to identify the same object.

Referring now to FIG. 12, according to the present invention,
A bottom view of the scanner unit 136 is shown. A pair of openings 374 are located on the bottom surface of the scanner unit 136 for receiving guide pins 322 projecting upward from the digital camera recess 304. Guide pins 322 and associated apertures 374 are
4 and the scanner unit 136 are suitably positioned within the digital camera recess 304 such that the contact 372 is positioned and contacted on the terminal 164.

Referring now to FIGS. 13-15, a digital camera 134 and scanner unit 136 according to the present invention
Rear and side views are shown. Referring to FIG.
A viewfinder screen 380 is placed on the back of the digital camera 134 to position and point the digital camera at the object to be photographed. Alternatively, a projection lens 382 may be used to direct the camera. A plurality of user keys 384 are also located on the back of the camera 134 to select various camera functions. The multi-function button 386 further selects a camera operating mode.

[0041] The digital camera 134 is further provided with an internal microphone 387 for acquiring audio relating to customer malfunctions. Of course, an external microphone configured to communicate with the camera 134 can also be provided. So,
The present invention enables digital information, such as digital image data and digital audio data, to be stored and transmitted to a remote claim inspector.

The screw 388 is connected to the scanner unit 1
36 is fixed to the bottom of the camera 134. The power indicator 390 is disposed on the rear surface of the scanner unit 136, and indicates whether power is supplied to the scanner unit.
A charge indicator 392, also located on the back, indicates whether the camera is charged. Finally, a charge level indicator 394 indicates whether the camera 134 is fully charged.

An alternative embodiment for container 130 and docking station 158 according to the present invention is shown in FIG.
And 17 are illustrated. A stand-alone docking station 399 includes a camera 134 and a scanner unit 136.
Is configured to hold the assembly. Terminal
As described above with respect to 164, a similar terminal 164 '
It is located within the recess 304 '. Terminal 164 'is in communication with a data communication cable 166', which is a universal serial bus (USB) cable. The USB cable transmits data from the camera 134 to the service computer 132. A pair of guide pins 322 'are also positioned within recessed portion 304' to guide scanner unit 136 toward terminal 164 '. In all other respects, stand-alone docking station 399 functions similarly to container 130 and docking station 158.

Referring now to FIG. 18, a process using the system 100 according to the present invention is shown. Although the process described below is directed to resolving customer inconveniences with the vehicle, the system 100 can be used to solve problems in other areas. For example, in the fresh food industry, the system 100 may be used by a remote seller to connect to a buyer. The system 100 will allow the buyer to view the perishables and negotiate the price before the purchase is made.

With respect to the automotive industry, this process is initiated by a vehicle owner, as represented by start step 400, entering a vehicle dealer and explaining a fault to a dealer employee or service clerk. In process step 402, the service receptionist inspects the customer for defects and determines what work is required.
If the service reception determines that no work is required, as represented by decision step 404 and end step 406, the process ends. However, if the service receptionist is warranted for further work, as represented by decision step 404, processing proceeds.

Continuing to refer to FIG. 18, if the service receptionist determines that the customer failure requires further work, the service receptionist begins documenting the customer failure. The service receptionist determines the vehicle identification number (vehicle identification n) as indicated by process step 407.
Umber is abbreviated to VIN) first to identify vehicles actively. VIN is stored in the camera memory. At processing step 408, a digital image of the customer's vehicle is obtained. Preferably, for a specific purpose, at least three digital images of the customer's vehicle are acquired. At least one of the three images is an odometer reading of the vehicle. Another digital
The image is a three-quarter rear view of the customer's vehicle, including the vehicle's registration number plate. Finally, at least one image of the actual vehicle that is the subject of the customer's fault is taken. In processing step 409, the VIN is automatically "watermarked" into the images to ensure that each image is associated with the vehicle currently being processed.

After the service receptionist has obtained the digital image described above, the service receptionist creates a claim approval request form. A detailed description of the claim approval request form will be set forth in the following text and will be shown in the drawings that follow. Once the claim approval request form has been created, as indicated by process step 410, the digital image and the request form, as indicated by process step 412,
Sent to a remote claim inspector. Processing Step 41
At 4, the remote claims inspector is informed as to whether the request is currently being requested or is a new request. The remote claim inspector proceeds to process step 41.
Access the claim approval request by viewing the claim inspector screen, as indicated by 6.

The claim inspector first determines 41
As represented by 8, it must be determined whether the claim approval request is complete. If the claim approval request is not complete, the claims inspector returns the claim approval request to the service receptionist, and
Request missing information, as represented by 419. If the claim approval request is complete, the claims inspector will
As represented by decision step 420, it is determined whether the repair work proposed by the service receptionist is correct.
If the work requested by the service receptionist is not correct, as represented by process step 421,
The claims inspector responds to the service receptionist and rejects the requested repair. If the claims inspector considers the repair work to be correct, as represented by decision step 422, the claims inspector determines whether the problem is covered by a vehicle warranty. If the claim inspector determines that the repair is covered by a vehicle warranty, as represented by decision step 422, a warranty approval code is obtained. In process step 424, the inspector selects the digital image that best represents the object to be repaired. In process step 425, a claim approval request is submitted to obtain the funds needed to perform the repair work. However, if the repair is not covered by the vehicle warranty or is not the result of a manufacturing defect, the repair will be refused, as indicated by decision step 422 and process step 425, which will be reported to the service clerk. Be informed. The image and claim files are then stored in a data warehouse, as represented by processing step 426, where the data is distributed to distributed design, quality and product engineers, assembly plants, shippers, Readable by all participants in the automotive value chain, including suppliers. The process ends here, as represented by process step 428.

In a preferred embodiment of the present invention, system 100 is accessible by the automotive design department, which is responsible for designing the company's products. The system 100 is connected, for example, to a data warehouse 600 (shown in FIG. 1). The data warehouse 600 determines if any remedial action, such as product redesign, is required.
Accessed by the automotive design department. By looking at the digital image attached to the claim approval request file, the design department can quickly determine what the problem is and make corrections. The present invention contemplates that other parts of the company can be immediately notified of product defects and corrective actions can be initiated. For example, the company's product factory 800 (see FIG. 1) is notified,
Appropriate work can be performed to correct product defects.
The present invention greatly reduces the time to obtain product defect feedback, so that repairs can be performed much more quickly, and ultimately lower warranty costs and increase customer satisfaction. Improve.

Referring now to FIG. 19a, there is shown a claim approval request screen 500 displayed on the service computer 132 according to the present invention. The claim approval request screen 500 includes a claim request information portion 502
Which provides information about the customer's failure, such as a Claimset ID # (Claimset ID #) that allows the claim to be tracked, and the name of the dealer (Dealership), P & A code to which the claim is being made (P & A Cod
e), name of service receptionist (Submitted By), name of inspector (Reviewer), creation date and time of claim approval request (Date), status of request (Status), RO number (RO Numbe)
r), vehicle VIN number (VIN), vehicle name (Make), model (M
odel) and Model Year are also specified. In addition, an area for inputting a mileage reading (KILOMETERS) is provided.

Continuing to refer to FIG. 19a, it is shown that the claim approval request screen 500 further has a status portion 504. Situation part 504 is the repair line
e) Area, Claim Status area, ACES code area, SymptomCode area, whether or not the customer is waiting (Customer Waiting), whether or not parts are at hand (Parts on Hand) and An indication of whether painting is required (Paint). A description area is also provided to enable the service receptionist to provide further details regarding the customer's failure to the claim inspector.

The claim approval request screen further includes an interaction portion 506 where the service receptionist can interact with a remote claim inspector.

The claim approval request screen further includes a simplified image display area 508 for displaying the digital image obtained by the service clerk. Preferably, all photos are displayed in a simple size. The image display portion 510 provides a place where the digital image can be magnified and allows for a more detailed investigation of the customer's failure.

Other displays and switches according to the present invention are shown on the claim approval request screen. For example, the claim approval request screen may include a digital camera connection display 512 that indicates whether the digital camera is located in the digital camera recess 304.
including. A series of action buttons are provided for operation by the service receptionist. The operation buttons are a claim transmission button 514 for transmitting the completed claim approval request and the accompanying digital image, and a claim reception display section 51.
6, "next" button 518 and reset button 52
Contains 0. A "wizard" window 521 is located in the upper right portion of the claim approval request screen and the claim inspector's screen (described later). The wizard window 521 provides the user of the system 100 with step-by-step instructions on how to complete the processing of the claim approval request including the failure notification.

Referring now to FIG. 19b, there is shown a claims inspector screen 700 according to the present invention. The claim inspector screen 700 has the same appearance as the claim approval request screen 500. The main difference between the two screens is that the claims inspector has access to specific areas that the service receptionist cannot access. For example, only the claim inspector can make an input in the claim status area and the ACES code area. This ensures that data entry errors and intentional fraud are prevented.

Accordingly, it can be readily understood from the present description that the invention exhibits numerous advantages and advantages over the prior art. For example, the present invention reduces the time and cost of resolving customer problems. Further, the present invention enhances customer satisfaction by resolving customer problems in near real time.

While embodiments of the invention have been illustrated and described, it is not intended that these embodiments illustrate and describe all possible forms of the invention. Rather, the words used in the specification are words of description rather than limitation, and it is understood that many changes may be made without departing from the spirit and scope of the invention.

In accordance with the present invention, there is provided a new and improved method of handling customer failures and warranty returns that can solve problems in real time. In addition, defect data should be readily available to all participants in the decentralized automotive value chain, including design, quality and product engineers, assembly plants, distributors and suppliers. I can do it.

[Brief description of the drawings]

FIG. 1 is a schematic diagram of a system for solving a customer defect according to the present invention.

FIG. 2a is a schematic diagram of a data acquisition unit having a container containing a digital camera, a scanner and a service computer according to the present invention.

FIG. 2b is a block diagram of a scanner and digital camera interface according to the present invention.

FIG. 3 is a front view of a container having a lid and a base according to the present invention.

FIG. 4 is a rear view of a container according to the present invention.

FIG. 5 is a side view of a container according to the present invention.

FIG. 6 is a perspective view of the inner surface of a container according to the present invention.

FIG. 7 shows the lid according to the invention in the open position,
FIG. 4 is a top view of the container showing the service computer located in the computer recess.

FIG. 8 is a perspective view of a computer screen portion shown in a closed position according to the present invention.

FIG. 9 is a perspective view of a computer screen portion shown in an open position according to the present invention.

FIG. 10 is a top view of a digital camera according to the present invention.

FIG. 11 is a front view of a digital camera and scanner unit according to the present invention.

FIG. 12 is a bottom view of a scanner unit according to the present invention.

FIG. 13 is a rear view of the digital camera and scanner unit according to the present invention.

FIG. 14 is a right side view of a digital camera and scanner unit according to the present invention.

FIG. 15 is a left side view of a digital camera and scanner unit according to the present invention.

FIG. 16 is a schematic view of an alternative container or docking station for a camera / scanner assembly according to the present invention.

FIG. 17 is a front view of an alternative container or docking station for the camera / scanner assembly, with the camera / scanner assembly shown in the coupled position, in accordance with the present invention.

FIG. 18 is a flowchart of a process illustrating use of the system according to the present invention.

FIG. 19a is an overall view of a claim approval request screen displayed on a service computer according to the present invention.

FIG. 19b is an overall view of a claim approval request screen displayed on an inspector's computer according to the present invention.

[Explanation of symbols]

400 Step of receiving a defect 407 Step of inputting data 409 Step of watermarking a defect identification index into a digital image 410 Step of creating a claim approval request 412 Step of sending a digital image to an inspector 416 Step of inspecting a digital image 420 Step 421, 425 Step of judging the handling of a defect Proposal of one of approval and rejection

 ──────────────────────────────────────────────────続 き Continued on the front page (72) William Tea. Rose United States 07718, New Jersey, Belford Brookside Drive 143 (72) Inventor Barry M. Inman 48180, Michigan, United States, Taylor Kosis 25303 (72) Inventor Debra El. Maybury, USA 48198, Michigan, Ypsilanti South Harris 161660 (72) Inventor David G. Park United States 48154 Michigan, Livonia Nora 16106 (72) Inventor Henry Tea Ubic United States 48230 Michigan United States Gross Point Park Bishop Road 818 (72) Inventor Paul W. Mashuni United States 48170 Michigan United States Plymouth Fellows Creek Drive 10566 (72) Inventor Robert P. Jackson United States 48186 Michigan, Westland Palmer 32068

Claims (9)

[Claims] 1. A method for handling a customer defect, the method comprising: receiving a customer defect on a product; obtaining at least one digital image of the product; Sending to an inspector; inspecting the at least one digital image; determining how to handle the customer defect with the product; and approving and rejecting the customer defect with the product. Proposing one of the methods. 2. The method of claim 1, wherein the customer defect is related to a manufacturing defect in the product. 3. The method of claim 1, further comprising the step of obtaining a defect identification index representing the product. 4. The method of claim 1, further comprising the step of watermarking said at least one digital image with said defect identification indicator. 5. The step of receiving the customer's troubles further comprises:
2. The method of claim 1, further comprising the step of entering data regarding the customer defect into a computer. 6. The method of claim 5, wherein the step of entering data further comprises the step of entering data into a computerized defect form. 7. Associating at least one digital image with a computerized defect form.
7. The method of claim 6, further comprising: 8. The method of claim 1, wherein obtaining the image data further comprises transferring the at least one digital image from a digital camera to a computer. 9. The method of claim 1, further comprising transmitting the at least one digital image over a communications network to a remote location for inspection by an inspector.