JP2003091604A - Oa equipment maintenance and management system and method, program and recording medium - Google Patents

Abstract

PROBLEM TO BE SOLVED: To receives the maintenance request of OA equipment from a user, to select plural maintenance workers on the basis of the maintenance request, and to decide the maintenance worker in charge on the basis of the order of priority in arrangement determined on each of maintenance workers. SOLUTION: A Web server 10 is connected to a user-side terminal device 12 and a maintenance worker-side terminal device 13 through a network 14, the user ID information and the information on maintenance workers allocated by each user are registered as the maintenance worker database, the maintenance request of the OA equipment from the user-side terminal device 12 is received on the Web, and the corresponding maintenance worker is selected on the basis of the user ID information included in the maintenance request. The Web-server 10 determines the order of priority in arrangement to each of selected maintenance workers, decides the maintenance worker on the basis of the determined order of priority, and informs the maintenance request to the decided maintenance worker-side terminal device 13 by means of the e-mail and the like. The maintenance worker receiving the information on the maintenance request is arranged to perform the maintenance of the corresponding OA equipment.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a maintenance management system for OA equipment, a maintenance management method, a program, and a recording medium, and more particularly to a Web server that receives maintenance requests on a Web site and arranges maintenance personnel. The present invention relates to an OA equipment maintenance management system, a maintenance management method, a program, and a computer-readable recording medium recording the program.

[0002]

2. Description of the Related Art Conventionally, when requesting maintenance of, for example, OA equipment, a user calls a maintenance service window and the user's user number or telephone number, location, name of equipment subject to maintenance, status of equipment subject to maintenance. The explanation is given to the person in charge of the window, and the person in charge of the window who hears the explanation arranges maintenance personnel. When arranging maintenance personnel, the person in charge of the service looks at the work schedule of each maintenance personnel, selects the maintenance personnel who can respond, and contacts the maintenance personnel by telephone, etc. Instruct you to visit. In such a case, a person in charge of the window is always required at the maintenance service window, which results in costs such as personnel expenses. In addition, since the user has decided that the reception hours of the maintenance service window are, for example, from 9:00 to 17:00, for example, OA during overtime work at night.
There was a problem that we couldn't contact you in case you want to come to repair the first thing the next morning due to a malfunction of the device. Also,
The telephone method makes it difficult for users who are not fluent in words to make maintenance requests.

[0003]

SUMMARY OF THE INVENTION The present invention has been made in view of the above-mentioned problems, and accepts a maintenance request for OA equipment or the like on a Web site, and a plurality of corresponding requests are received based on the maintenance request. Maintenance personnel in charge, determine the maintenance personnel in charge according to the priority set for the selected maintenance personnel, and enable the user side to confirm the arrangement status of the maintenance personnel in response to the user's maintenance request on the website. The purpose is to make it possible for the maintenance personnel to confirm the maintenance request information such as the user's ID information, the maintenance target device information requested for maintenance, and the maintenance request content on the website.

[0004]

According to a first aspect of the present invention, maintenance relating to a maintenance target device which is connected to a user side terminal device and a maintenance staff side terminal device via a network and which the user side terminal device has for the user In an OA equipment maintenance management system including a Web server for arranging maintenance personnel in response to a request, the Web server includes a user ID including at least a user ID and / or a telephone number of the user.
Maintenance information registration means for registering D information and one or a plurality of maintenance information assigned to each user as a maintenance database, and priority setting for setting the order of priority for the registered maintenance personnel at the time of arrangement. Means, a website providing means for providing a website for accepting a maintenance request from the user side terminal device, and the maintenance based on the user ID and / or the telephone number of the user included in the maintenance request accepted by the website. Maintenance personnel selection means for selecting the appropriate maintenance personnel from the personnel database,
Maintenance personnel determination means for determining maintenance personnel in charge of performing maintenance based on the priority set by the priority setting means from the selected maintenance personnel, and maintenance request to the determined maintenance personnel side terminal device. And a maintenance request notification means for notifying the maintenance request notification means, which arranges the maintenance staff who has received the notification of the maintenance request by the maintenance request notification means, and can perform maintenance of the corresponding maintenance target device. is there.

According to a second aspect of the present invention, in the first aspect of the invention, the maintenance personnel database includes at least the e-mail address of the maintenance personnel as the maintenance personnel information, and the maintenance request notification means is the maintenance personnel side. It is characterized in that the maintenance request is notified to the terminal device using an electronic mail.

According to a third aspect of the present invention, in the second aspect of the present invention, the maintenance personnel database has information of maintenance target equipment for each user, and at least the maintenance target equipment name and maintenance are provided as the maintenance target equipment information. It is characterized by including a history.

According to a fourth aspect of the invention, in the invention of any one of the first to third aspects, the Web server includes user ID information including at least a user ID and / or a telephone number of the user, and maintenance target devices. Information of one or more maintenance personnel assigned to the maintenance personnel database is registered as a maintenance personnel database, and the corresponding maintenance personnel is selected from the maintenance personnel database according to the maintenance target device requested by the user by the maintenance personnel selecting means. It is characterized by selection.

A fifth aspect of the invention is the invention according to any one of the first to fourth aspects, wherein the Web server is the We
When the user's ID information is input from the user side terminal device to the website provided by the server b, the user side terminal device is caused to display a list of information on the corresponding maintenance target devices by referring to the maintenance personnel database. It is characterized in that a device for which a maintenance request is made can be selected from the information of the maintenance target devices displayed in the list.

According to a sixth aspect of the invention, in the fifth aspect of the invention, when the Web server causes the user side terminal device to display a list of maintenance target device information, the password held by the user at the user side terminal device. It is characterized by requiring input of.

According to a seventh aspect of the invention, in the invention of any one of the first to sixth aspects, the Web server is the We
The maintenance request input from the user side terminal device is registered in the website provided by the server b, and the arrangement status of the maintenance personnel for the registered maintenance request can be displayed on the user side terminal device. It was done.

According to an eighth aspect of the present invention, in any one of the first to seventh aspects of the invention, when the maintenance request is registered, the Web server refers to the maintenance personnel database and the user ID information and Information of the maintenance target device requested for maintenance is extracted, and the extracted user ID information, information of the maintenance target device for which maintenance is requested, and the content of the maintenance request are registered in the website as maintenance request information,
The registered maintenance request information can be displayed on the maintenance staff side terminal device.

According to a ninth aspect of the present invention, in the invention according to any one of the first to eighth aspects, the Web server sets a link of the Web site in an e-mail notifying the maintenance request by the maintenance request notifying unit. , When the set link is instructed, the We in which the maintenance request information is registered
The site b can be displayed on the terminal device of the maintenance personnel.

According to a tenth aspect of the invention, in the invention of any one of the first to ninth aspects, the Web server has a map database for registering the location of the user and performing a search, and the Web site is stored in the Web site. When the location of the user included in the displayed maintenance request information is designated, the map database is accessed, and the map information indicating the location of the corresponding user can be displayed on the maintenance staff side terminal device. Is.

The invention of claim 11 relates to claims 1 to 10.
In any one of the inventions, the Web server previously registers a maintenance work schedule in a predetermined period for each maintenance staff on a Web site provided by the Web server,
The registered maintenance work schedule can be displayed on the maintenance staff side terminal device.

The invention of claim 12 is the invention of claim 1 or 11.
In the invention, the Web server reflects the maintenance work schedule in the maintenance staff information registered in the maintenance staff database, and refers to the maintenance work schedule when determining the maintenance staff by the maintenance staff determining unit. It is characterized by determining the maintenance personnel who will perform maintenance.

According to a thirteenth aspect of the present invention, in the twelfth aspect of the present invention, the maintenance work schedule includes at least regular inspection information in charge of the maintenance staff and rest information of the maintenance staff.

The invention of claim 14 is the invention of claims 8 to 13.
In any one of the inventions, the Web server requests the maintenance personnel side terminal device to input a password possessed by the maintenance personnel when displaying the maintenance request information or the maintenance work schedule on the maintenance personnel side terminal device. It is characterized by doing.

The invention of claim 15 relates to claims 1 to 14.
In any one of the inventions, the Web server is connected via a network to a maintenance reception window terminal device used by a window reception person who receives maintenance by telephone from a user, and maintenance personnel cannot arrange it. In this case, the maintenance reception counter side terminal device is informed by e-mail that the maintenance personnel cannot be arranged.

According to a sixteenth aspect of the present invention, the terminal device on the user side and the terminal device on the maintenance person side are connected via a network, and a Web server is provided in response to a maintenance request from the user side terminal device for a maintenance target device owned by the user. A maintenance management method for an OA device for arranging a maintenance staff by using a user ID information including at least a user ID and / or a telephone number of the user and one or more maintenance staff information assigned to each user. A maintenance staff registration step for registering as a maintenance staff database, a priority order setting step for setting a priority order at the time of arrangement for the registered maintenance staff, and a website for accepting a maintenance request from the user side terminal device are provided. Website providing step, and user ID and / or included in the maintenance request received at the website A maintenance staff selection step of selecting a corresponding maintenance staff from the maintenance staff database based on the telephone number of the user, and a maintenance staff in charge of performing maintenance based on the set priority from the selected maintenance staff. It has a step for determining maintenance personnel to be decided and a step for notifying maintenance requests for notifying the determined maintenance personnel side terminal device of a maintenance request, and arranging the maintenance personnel who received the notification of the maintenance request, and performing the corresponding maintenance. The feature is that the target device can be maintained.

The invention of claim 17 is based on claims 1 to 15.
1 is a program for causing a computer to execute the function as the maintenance management system for OA equipment.

The invention of claim 18 is a computer-readable recording medium in which the program of claim 17 is recorded.

[0022]

1 is a block diagram of an OA to which the present invention is applied.
FIG. 1 is a diagram showing a configuration example of a device maintenance management system, in which 1
Is a maintenance reception center, and the maintenance reception center 1 has a Web server 10 that provides a website for receiving maintenance requests, and a maintenance reception window terminal device 11 used by a maintenance reception window person in charge. A user side terminal device 13 to be used is a maintenance staff side terminal device used by a maintenance staff, and the maintenance staff side terminal device 13 comprises a portable personal computer (hereinafter referred to as PC) 13a and a mobile phone 13b. 14 is a network. Here, the Web server 10, the maintenance reception desk side terminal device 11, the user side terminal device 12, and the maintenance staff side terminal device 13 are connected via a network 14 such as the Internet.

In this example, the maintenance staff terminal device 13 has a PC 13a and a mobile phone 13b, but the mobile phone 13b has a function of sending and receiving e-mails and a network 14 to connect to a website. It is also possible to provide only the mobile phone 13b by providing the function to perform. In addition, in the present invention, the term “maintenance” refers to all maintenance services related to OA equipment, including, for example, periodic inspections and breakdown repairs.

The Web server 10 shown in FIG. 1 can provide a Web site for receiving a maintenance request from a user, and the user connects to the Web server 10 from the user side terminal device 12 via the network 14. , W
Access the website provided by the eb server 10,
The maintenance request is input from the website according to the instructions on the screen, and the input maintenance request is transmitted to the web server 10.
The Web server 10 selects a corresponding maintenance person from the user ID information including the user ID and the user's telephone number included in the received maintenance request. Here, the maintenance personnel
It is assigned to each user in advance, and can be selected corresponding to the user ID information such as the user ID. As another form, a maintenance staff may be assigned to each OA equipment, and in this case, a maintenance staff who is detailed in the OA equipment can be selected corresponding to the OA equipment for which a maintenance request has been made. In this case, by arranging maintenance personnel who are familiar with the copying machine, it becomes possible to provide higher quality maintenance service.

Further, the order of priority is set for the maintenance staff at the time of arrangement, and the maintenance staff having a high priority will make the order to the user. Therefore, among the selected maintenance personnel, the maintenance personnel are decided in descending order of priority, but at this time, it is possible to make arrangements by referring to the maintenance work schedule of the maintenance personnel such as the scheduled regular inspections and rest. Determine maintenance personnel. Further, the Web server 10 notifies the mobile phone 13b of the determined maintenance staff of the maintenance request using e-mail or the like. The maintenance staff member notified of the maintenance request visits the maintenance request source user and performs maintenance such as failure repair of the corresponding OA device. The maintenance personnel notified of the maintenance request here is the mobile phone 13b or the PC 13
By using a, it is possible to access the website provided by the web server 10 and obtain maintenance request information, and obtain information such as maintenance history from this maintenance request information, and efficiently perform maintenance services. . Here, the maintenance request information is information including the ID information of the user, OA device information such as the device name of the OA device to be maintained, maintenance history, and the content of the maintenance request from the user.

The maintenance staff who has completed the maintenance work sends an e-mail notifying the completion of the work to the Web server 1
It may be configured such that the work completion notification is reflected in the maintenance history and the like of the maintenance personnel database after the Web server 10 receives the electronic mail. Further, the daily work report and the like are sent to the Web server 1 by using an electronic mail.
If it is transmitted to the Web server 10 and stored in the Web server 10, it is possible to reduce the work of the maintenance staff such as the creation of the daily work report after returning to the office.

Further, the Web server 10 is connected via a network 14 to a maintenance reception window terminal device 11 used by a window clerk who receives maintenance by telephone from a user, so that maintenance personnel can make arrangements. If not, the maintenance reception window terminal device 11 is notified by e-mail or the like that the maintenance personnel cannot be arranged. The person in charge of the window who receives the notification searches for maintenance personnel who can be handled by other users and arranges maintenance personnel.

FIG. 2 is a diagram showing an internal configuration example of the Web server 10 to which the present invention is applied. The Web server 10 includes a communication control unit 10a, a maintenance staff registration unit 10b, a priority order setting unit 10c, and a Web site provision. It has means 10d, maintenance personnel selection means 10e, maintenance personnel determination means 10f, maintenance request notification means 10g, maintenance personnel database 20, and map database 30. The functions of the above means will be described below.

The communication control means 10a has a function of connecting to a network 14 such as the Internet and controlling communication with each terminal device.

The maintenance staff registration means 10b is a user ID.
The Web server 10 has a function of registering information, information on maintenance personnel assigned to each user, information on equipment to be maintained, etc. as a maintenance personnel database, and the Web server 10 stores each information registered in this maintenance personnel database. See We
b Information that is displayed on the website provided by the server 10 can be extracted. Here, the user ID information includes unique information about the user such as the user ID number, user name, telephone number, and location, and the maintenance staff information is
It consists of information about maintenance personnel such as maintenance area, person code, maintenance person name, and e-mail address of the mobile phone 13b. The information of the maintenance target device is the OA device name of maintenance target, model number (identification number), and registration. A code (maintenance contract code may be used if the OA device has a maintenance contract), and information about the OA device to be maintained, such as a maintenance history. However, the setting items of each information are not limited to the above,
Items required by maintenance personnel and users can be appropriately set as necessary.

Further, the Web server 10 registers a maintenance work schedule of a maintenance staff such as a predetermined periodical inspection and a rest in a predetermined period such as one week and one month, and the registered maintenance work schedule is registered in the maintenance staff. Can be reflected in the database. Further, this maintenance work schedule can be displayed on the maintenance staff side terminal device 13 on the website, and the maintenance staff can confirm his / her maintenance work schedule on the web as needed.

The priority setting means 10c has a function of setting priorities for the maintenance personnel registered in the maintenance personnel database 20, and can determine the order in which the maintenance personnel are arranged. By doing so, it becomes possible to arrange the maintenance personnel in order of priority. Here, when arranging the maintenance personnel, the maintenance personnel are arranged in order from the available maintenance personnel after referring to the above-mentioned maintenance work schedule and taking into consideration the schedule such as the periodic inspection and the rest of the maintenance personnel.

The web site providing means 10d has a function of providing a web site for receiving a maintenance request from the user side terminal device. With this web site, the user makes a maintenance request and performs maintenance for the maintenance request. The arrangement status of the personnel can be confirmed, and the maintenance personnel can confirm the maintenance request information from the user.

The maintenance staff selection means 10e has a function of selecting a corresponding maintenance staff from the maintenance staff database 20 based on the user's ID information included in the maintenance request received at the Web site provided by the Web server 10. The maintenance staff determination means 10f has a function of deciding a maintenance staff to perform maintenance based on the priority order set by the priority order setting means 10c from the maintenance staff selected by the maintenance staff selection means 10e. Have. Here, it becomes possible to arrange from the maintenance personnel having a high priority by the maintenance personnel determining means 10f, but at this time, the schedule of the above-mentioned maintenance work schedule is referred to, and the maintenance personnel who can respond are arranged in order. become.

The maintenance request notifying means 10g has a function of notifying the maintenance staff side terminal device 13 of the maintenance request by using e-mail or the like, and the maintenance staff who has received the notice visits the user and applies it. Maintain OA equipment. Here, when the maintenance staff who receives the notification of the maintenance request is late for the time specified by the user, the maintenance staff directly contacts the user using a telephone or the like to adjust the visit time. To do.

The map database 30 is a database that stores map information for registering the location of the user and performing a search. When the location of the user displayed on the maintenance staff side terminal device 13 is clicked, the Web server 10 can access the map database 30 and display the map information indicating the location of the corresponding user.

FIG. 3 is a diagram showing an example of the configuration of the maintenance personnel database 20 according to the present invention.
0 has user ID information 21 and maintenance personnel information 22. The user ID information 21 in this example is the user ID,
User name, phone number, location, maintenance personnel information 2
2 includes a maintenance area, a person code, a person's name, an e-mail address, maintenance staff rest information, maintenance staff work information, and a priority order. For example, the user ID shown in this example
In the case of "001" and the user name "○ X Co., Ltd.," three persons in charge of maintenance, X, Y, and Z, are assigned, and the e-mail addresses of the respective mobile phones 13b are registered. From the maintenance work schedule, the maintenance person "X"
It is a holiday, and it can be seen that the maintenance person “Z” is working on regular inspections and the like. Here, "0" and "1" set during rest and work indicate that "0" is not in that state, and "1" indicates that state.

Here, when the maintenance staff who is currently working and is set to "1" notifies the Web server 10 of this by using e-mail or the like when the work is completed, the content of the notification is reflected. It is also possible to adopt a configuration in which the maintenance work is changed to “0” indicating that the maintenance work is possible. In addition, as shown in FIG.
Are set up to Z, Y, X in descending order of priority.
Has become. By referring to the above-mentioned maintenance work schedule based on this priority, the first priority Z
Is working, so Y, which has the second highest priority, will be arranged as a maintenance person.

FIG. 4 is a diagram showing an example of maintenance target equipment information registered in the maintenance staff database 20, which has one or a plurality of maintenance target equipment information 23 for each user. Maintenance target device information 23 is O
The A device name, model number (identification number), registration code (may be a maintenance contract code), and maintenance history. The maintenance target device information 23 can be confirmed on the website from the user and maintenance personnel.

FIG. 5 is a diagram showing an example of the maintenance request Web page displayed on the user side terminal device 12. Figure 5
On the maintenance request Web page 40 shown in (A), a user name, a user ID, a telephone number, and a password are input as examples of input items. The items to be input here are not limited to these, and it is also possible to input only the user ID and password in order to simplify the input. That is, the ID information that is considered necessary for identifying the user may be set to be input at least. The maintenance request Web page 40 shown in FIG. 5B is the maintenance request Web shown in FIG.
This shows a state in which a list of OA devices owned by the user is displayed after each item on page b 40 has been input and “OK” has been clicked. The user selects the OA device for which maintenance is requested from the list of OA devices shown in FIG.
Click "OK" to display the maintenance request web shown in Fig. 6.
The page is displayed.

FIG. 6 is a view showing an example of the maintenance request Web page displayed on the user side terminal device 12.
The eb page 40 includes maintenance request contents 41 and desired maintenance date and time 42. When the user selects an OA device for which maintenance is requested from the list of OA devices shown in FIG. 5B and clicks "OK", the request date and time, user name,
The user ID, the telephone number, the encrypted password, the device information are displayed, and the maintenance request content 41 and the desired maintenance date / time 42 are displayed in a non-input state. The user inputs these two items, and the Web server 10 is sent as a maintenance request. In this example, the list of OA devices shown in FIG. 5B is displayed, but if the user knows the name, model number, etc. of the OA device to be maintained, a maintenance request is issued. When performing, the OA device information may be input each time.

FIG. 7 is a diagram showing an example of the maintenance person's Web page displayed on the maintenance staff side terminal device 13. In the figure, 50 is the maintenance person's Web page. Maintenance person name and person code, request date and time, user name, user ID, telephone number, location, device information, maintenance history, maintenance request content, desired maintenance date and time, and maintenance arrangement status are displayed. The maintenance staff web page 50 displayed here accesses the website provided by the web server 10 from the maintenance staff side terminal device 13, opens the maintenance staff dedicated web page, and maintains the maintenance staff code and password. Is displayed when is entered. Here, the maintenance staff Y who is in charge of maintenance confirms that the maintenance request is addressed to himself in the maintenance staff name and staff code display field 51, and at the same time displays the user information and equipment information displayed by the user. You can check the phone number and maintenance history. Also, by clicking the user location column 52, the map information 53 indicating the location of the user can be displayed to confirm the visited place.

Furthermore, select one of the items "Visible, on time,""Visible, but time adjustment required" or "Don't visit" displayed in the maintenance arrangement status 54 and click the confirmation button. Then, the web page 50 shown in this example is transmitted to the web server 10, and the user side terminal device 12
You can check the maintenance arrangement status at. Here, "cannot be visited" means that even if the Web server 10 determines that the arrangement is possible, the maintenance staff cannot be visited due to an unexpected accident while moving, or the maintenance work schedule is incorrect. In such a case as well, the Web server 10 uses the maintenance reception window terminal device 11 in this case as well.
Notify that the maintenance personnel could not be arranged by e-mail. The person in charge of the window who receives the notification searches for maintenance personnel who can be handled by other users and arranges the maintenance personnel.

The Web server 10 is a mobile phone 13
b in the email to notify b of the maintenance request
It is also possible to set the link of the b site and click the set link to display the maintenance person Web page 50 on the mobile phone 13b. In this case, the mobile phone 13b needs to have a function of accessing the website.

FIG. 8 is a flow chart for explaining an example of the maintenance management method for OA equipment to which the present invention is applied. First, the user accesses the maintenance request website provided by the web server 10 from the user-side terminal device 12 (step S1), inputs the predetermined input items set in the maintenance request web page, and then the web server. The maintenance request Web page input to 10 is transmitted (step S
2). Web server 1 that received the maintenance request Web page
0 selects the corresponding maintenance personnel based on the maintenance personnel database 20, judges whether the maintenance personnel to be arranged according to the priority order can be determined from the selected maintenance personnel (step S3), and the maintenance personnel can be determined. If (YES
In the case of), the maintenance staff side terminal device 13 of the determined maintenance staff
Send maintenance request e-mail to (step S
4).

Next, the maintenance staff member who receives the notification of the maintenance request accesses the website provided by the Web server 10 from the maintenance staff member side terminal device 13 (step S5), and the maintenance request information is displayed from the Web page dedicated to the maintenance staff member. To get
The user information and the like are confirmed (step S6), and any item displayed in the maintenance arrangement status column is checked. When the confirmation button on the web page is further clicked (step S7), the web page is transmitted to the web server 10, and the contents of the maintenance arrangement status can be displayed on the user side terminal device 12. This allows the user to check the maintenance arrangement status for the maintenance request on the website.

If the maintenance personnel cannot be determined in step S3 (NO), the Web server 1
0 notifies the maintenance reception window side terminal device 11 by e-mail or the like that the maintenance personnel could not be arranged (step S8). The person in charge of the window who receives the notification searches for maintenance personnel who can be handled by other users and arranges the maintenance personnel (step S9).

FIG. 9 is a diagram showing an example of the maintenance request Web page 40 displayed on the user side terminal device 12. The maintenance request Web page 40 shown in this example reflects the content selected in the maintenance arrangement status 54 set in the maintenance staff Web page 50 shown in FIG. 7. Our company Y will visit you. "Is displayed. This allows the user to check the arrangement status of the maintenance personnel.

Although the respective embodiments have been described above centering on the respective functions in the maintenance management system for OA equipment according to the present invention, the present invention has been described with reference to the respective functions of the above system as a method. It can also take the form of a maintenance management method for realizing it. Further, the present invention can also be embodied as a program for causing a computer to function as a maintenance management system, like the maintenance management system having each of these functions.

An embodiment of a recording medium in which programs and data for realizing the maintenance management function of OA equipment according to the present invention are stored will be described. As the recording medium, specifically, a CD-ROM, a magneto-optical disk, a DVD-ROM,
Floppy disk, flash memory,
Memory card, memory stick and other various RO
M, RAM, etc. can be assumed, and by causing these recording media to cause a computer to execute the functions of the system of each of the above-described embodiments of the present invention and to record and distribute a program for realizing the function of maintenance management, Make it easy to realize the function. Then, the recording medium as described above is attached to an information processing device such as a computer and the program is read by the information processing device, or the program is stored in a storage medium included in the information processing device, and as necessary. By reading, the maintenance management function according to the present invention can be executed.

[0051]

According to the present invention, a maintenance request for OA equipment or the like is accepted on the website, a plurality of relevant maintenance personnel are selected based on the maintenance request, and the selected maintenance personnel are assigned in order of priority. By determining the maintenance personnel,
It is not necessary to have a person in charge of the maintenance service window resident, and the cost involved can be reduced.

From the user side, it is possible to make a maintenance request even outside the hours when the maintenance service window is open, and it is possible to confirm the maintenance personnel arrangement status for the maintenance request, thus improving convenience.

Since the maintenance request is accepted on the Web, a user who is not fluent in words can also request the maintenance.

On the side of the maintenance staff, since the user information, the maintenance history of the OA equipment, and the like can be confirmed on the Web, the efficiency of the user visit and the efficiency of the failure diagnosis can be improved.

[Brief description of drawings]

FIG. 1 is a diagram showing a configuration example of a maintenance management system for OA equipment to which the present invention is applied.

FIG. 2 is a diagram showing an internal configuration example of a Web server to which the present invention is applied.

FIG. 3 is a diagram showing a configuration example of a maintenance personnel database according to the present invention.

FIG. 4 is a diagram showing an example of maintenance target device information registered in a maintenance personnel database.

FIG. 5: Maintenance request We displayed on the user terminal device
It is a figure which shows an example of page b.

FIG. 6 is a maintenance request We displayed on the user terminal device.
It is a figure which shows an example of page b.

FIG. 7 is a diagram showing an example of a Web page for maintenance personnel displayed on the terminal device for maintenance personnel.

FIG. 8 is a flowchart illustrating an example of a maintenance management method for OA equipment to which the present invention is applied.

FIG. 9: Maintenance request We displayed on the user side terminal device
It is a figure which shows an example of page b.

[Explanation of symbols]

1 ... Maintenance reception center, 10 ... Web server, 10a ...
Communication control means, 10b ... Maintenance personnel registration means, 10c ... Priority setting means, 10d ... Website providing means, 10
e ... Maintenance personnel selection means, 10f ... Maintenance personnel determination means, 1
0g ... Maintenance request notification means, 20 ... Maintenance staff database, 21 ... User ID information, 22 ... Maintenance staff information, 23
... Maintenance target device information, 30 ... Map database, 40 ...
Maintenance request Web page, 41 ... Maintenance request content, 42 ... Desired maintenance date and time, 43 ... Maintenance arrangement status (user side), 50 ...
Web page for maintenance staff, 51 ... Display field for maintenance staff name and staff code, 52 ... User location field, 53 ...
Map information, 54 ... Maintenance arrangement status (maintenance staff side).

Claims (18)

[Claims] 1. A Web for connecting a user side terminal device and a maintenance staff side terminal device via a network, and arranging a maintenance staff in response to a maintenance request from the user side terminal device regarding a maintenance target device owned by the user. In an OA equipment maintenance management system including a server, the Web server stores user ID information including at least a user ID and / or a telephone number of the user, and one or more maintenance staff information assigned to each user. A maintenance staff registration means for registering as a maintenance staff database, a priority order setting means for setting the order of priority for the registered maintenance staff at the time of arrangement, and a website for accepting a maintenance request from the user side terminal device are provided. Website providing means,
Maintenance personnel selecting means for selecting the corresponding maintenance personnel from the maintenance personnel database based on the user ID and / or the telephone number of the user included in the maintenance request received at the website, and the selected maintenance personnel. Maintenance means for determining maintenance personnel in charge of performing maintenance based on the priority set by the priority setting means,
A maintenance request notifying means for notifying the determined maintenance personnel side terminal device of a maintenance request, and arranging the maintenance personnel who received the maintenance request notification by the maintenance request notifying means, and A maintenance management system for OA equipment characterized by being able to perform maintenance. 2. The maintenance management system for OA equipment according to claim 1, wherein the maintenance personnel database includes at least an e-mail address of the maintenance personnel as the maintenance personnel information, and the maintenance request notification means is configured to perform the maintenance. A maintenance management system for OA equipment, characterized in that a maintenance request is notified to an employee side terminal device using an electronic mail. 3. The maintenance management system for OA equipment according to claim 2, wherein the maintenance staff database has information on a maintenance target device for each user, and at least the maintenance target device name is provided as the maintenance target device information. , A maintenance management system for OA equipment characterized by including a maintenance history. 4. The maintenance management system for OA equipment according to claim 1, wherein the Web server includes user ID information including at least a user ID and / or a telephone number of the user, and a maintenance target. One or a plurality of maintenance personnel information assigned to each device is registered as a maintenance personnel database, and corresponding maintenance is performed from the maintenance personnel database according to the maintenance target equipment requested by the user by the maintenance personnel selecting means. An OA equipment maintenance management system characterized by selecting personnel. 5. The maintenance management system for OA equipment according to claim 1, wherein the Web server stores the user ID information from the user terminal device in a Web site provided by the Web server. Once entered,
By referring to the maintenance staff database, information on corresponding maintenance target devices is displayed in a list on the user side terminal device, and a device to be requested for maintenance can be selected from among the information on the maintenance target devices displayed in the list. A characteristic OA equipment maintenance management system. 6. The maintenance management system for OA equipment according to claim 5, wherein when the Web server displays a list of information of maintenance target equipment on the user side terminal device, the user is A maintenance management system for OA equipment, characterized by requiring the input of an existing password. 7. The maintenance management system for OA equipment according to any one of claims 1 to 6, wherein the Web server is a maintenance request input from the user terminal device to a Web site provided by the Web server. OA is registered, and the arrangement status of the maintenance personnel for the registered maintenance request can be displayed on the user side terminal device.
Equipment maintenance management system. 8. The maintenance management system for OA equipment according to claim 1, wherein the Web server refers to the maintenance personnel database when the maintenance request is registered, and identifies the user ID. The information and the information of the maintenance target device for which maintenance is requested are extracted, and the I of the extracted user is extracted.
D information, information about the maintenance target device for which maintenance has been requested, and the contents of the maintenance request are registered as maintenance request information on the website, and the registered maintenance request information can be displayed on the maintenance staff side terminal device. A maintenance management system for office automation equipment characterized by the following. 9. The maintenance management system for OA equipment according to claim 1, wherein the Web server links the website to an e-mail notifying the maintenance request by the maintenance request notifying unit. A maintenance management system for OA equipment, wherein a website in which the maintenance request information is registered can be displayed on the maintenance staff side terminal device when the link is set and the set link is instructed. 10. The maintenance management system for OA equipment according to claim 1, wherein the Web server has a map database for registering a location of a user and performing a search. If you indicate the location of the user included in the maintenance request information displayed on the site,
A maintenance management system for OA equipment, characterized in that it is possible to access the map database and display map information indicating the location of a corresponding user on the maintenance personnel side terminal device. 11. The maintenance management system for OA equipment according to claim 1, wherein the Web
The server is a website provided by the web server,
A maintenance work schedule in a predetermined period for each maintenance staff is registered in advance, and the registered maintenance work schedule can be displayed on the maintenance staff side terminal device.
A equipment maintenance management system. 12. The maintenance management system for OA equipment according to claim 1 or 11, wherein the Web server reflects the maintenance work schedule in maintenance staff information registered in the maintenance staff database to determine the maintenance staff. A maintenance management system for OA equipment, characterized in that, when the maintenance personnel are decided by means, the maintenance personnel who perform maintenance are decided by referring to the maintenance work schedule. 13. The maintenance management system for OA equipment according to claim 12, wherein the maintenance work schedule includes at least regular inspection information in charge of maintenance personnel and rest information of maintenance personnel. Maintenance management system. 14. The maintenance management system for OA equipment according to claim 8, wherein the Web
When the server displays the maintenance request information or the maintenance work schedule on the maintenance staff side terminal device, the server requests the maintenance staff side terminal device to input the password possessed by the maintenance staff, and the maintenance of the OA equipment is performed. Management system. 15. The maintenance management system for OA equipment according to claim 1, wherein the Web
The server is connected through a network to a maintenance reception window terminal device used by a person in charge of reception of the maintenance by telephone from the user, and when the maintenance personnel cannot arrange the maintenance reception window terminal device, A maintenance management system for OA equipment, which notifies the fact that the maintenance staff could not be arranged by using e-mail. 16. A user is connected to a terminal device on the side of a user and a terminal device on the side of a maintenance person via a network, and when a maintenance request for a maintenance target device owned by the user from the terminal device on the side of a user is requested from the maintenance person using a Web server. O to arrange
A maintenance management method for equipment A, wherein user ID information including at least a user ID and / or user's telephone number, and one or more maintenance personnel information assigned to each user are registered as a maintenance personnel database. A personnel registration step, a priority order setting step for setting a priority order at the time of arrangement for the registered maintenance personnel, a website providing step for providing a website for accepting a maintenance request from the user side terminal device, User ID and / included in the maintenance request received on the website
Alternatively, a maintenance staff selection step of selecting a corresponding maintenance staff from the maintenance staff database based on a telephone number of the user, and a maintenance staff in charge of performing maintenance based on the set priority from the selected maintenance staff. And a maintenance request notification step of notifying a maintenance request to the determined maintenance personnel side terminal device, and arranging the maintenance personnel who received the notification of the maintenance request.
A maintenance management method for an OA device, characterized in that a corresponding device to be maintained can be maintained. 17. A program for causing a computer to execute the function as the maintenance management system for OA equipment according to claim 1. 18. A computer-readable recording medium in which the program according to claim 17 is recorded.