JP2003150730A - System and method for maintenance management, and user's manual for maintenance object - Google Patents

Abstract

PROBLEM TO BE SOLVED: To give a reward to a user according to the content of a repairing work performed by the user when a fault occurs in an object of maintenance. SOLUTION: Concerning the work for restoring the fault performed by the user on the occurrence of the fault, a fault judgment means (restoration confirmation means) 160 confirms the restoration of the fault occurring in the object of maintenance, and a point management means 190 adds and accumulates points with a prescribed rule whenever the fault judgment means 160 confirms the restoration of the object of maintenance.

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, a maintenance management method, and a user manual for maintenance when an information processing apparatus or the like is maintained.

[0002]

2. Description of the Related Art FIG. 15 is a conceptual diagram of a conventional maintenance system. In the conventional maintenance system 1000, when a failure occurs in the maintenance object, for example, the information processing apparatus 1100, the user U first notifies the service window 1300 of the service center SC of the failure using the telephone 1200. At this time, the user U uses the service window 1300
The operator will be explained about the model used and the symptoms of the trouble that occurred.

In response to this, the operator of the service window 1300 searches the database 1500 with the terminal device 1400 and analyzes the cause of the failure. Then, when the operator identifies the cause from the search result, the database 1500
The recovery method is acquired from the user, and the situation and the recovery method are explained to the user U.

At this time, the operator requests the user U to perform a repair operation for recovery or makes an arrangement for dispatching a service person, depending on the degree of the failure. Specifically, when the fault is minor, the operator verbally instructs the user U on the recovery method and asks the user to carry out a repair operation, while when the fault is severe, a serviceman is dispatched. And have it repaired.

However, when the operator verbally instructs the user U how to repair, the instruction content of the repair operation differs depending on the ability of the user U. Further, there is a problem that it is possible to confirm whether or not the repair has been correctly performed by the user U only by the user U's report.

In addition, when the explanation of the symptom of the user U is not appropriate, the operator cannot identify and determine the cause of the failure and the repair method, so that the actual failure is only a minor failure that the user U can easily repair. However, even if you send a serviceman to repair, or even if you send the serviceman to repair it, the judgment result and the actual situation will be different and you will have to visit the serviceman many times. However, there was a problem in that unnecessary labor costs were incurred.

On the other hand, Japanese Patent Laid-Open No. 2000-1153
In the system described in No. 93, the communication function of the information processing device is used, and information is collected and repaired remotely from the control center to the information processing device, so that measures can be taken when an error occurs and the efficiency of dispatching service personnel. Are being converted.

Further, in the system described in Japanese Patent Laid-Open No. 9-128458, a monitoring center monitors the occurrence of a failure of an automatic transaction device without an attendant, and when a failure occurs, the monitoring center analyzes the failure and performs a failure recovery procedure. Is displayed on the screen of the automatic transaction device, and the end user is asked to perform the failure recovery process, thereby trying to recover from the failure without dispatching emergency measure personnel (service personnel) as much as possible.

[0009]

[Patent Document 1] Japanese Patent Laid-Open No. 200-200200
In the system described in 0-115393, the cause of failure can be analyzed more accurately by collecting information using communication means, and the cost of dispatching service personnel can be reduced by remote repair, but remote operation is not possible. If there is a failure, the service person will be dispatched even for minor failures that the user can repair.

[0010] On the other hand, in Japanese Patent Laid-Open No. 9-128458, it is possible to improve the efficiency of dispatching a serviceman by displaying a repair operation procedure on a screen for a minor fault and having an end user perform the repair operation. However, no consideration is given to the merit to the user who has performed the repair operation.

In view of the above-mentioned problems, the present invention provides a maintenance management system, a maintenance management method, and a maintenance object which reward a user according to the content of a repair action performed by the user when a failure occurs in the maintenance object. The purpose is to provide a user manual.

[0012]

In order to solve the above-mentioned problems, the maintenance management system of the present invention includes a restoration confirmation means for confirming restoration of a failure occurring in a maintenance target, and a maintenance confirmation target by the restoration confirmation means. And a point management unit that calculates and manages points based on a predetermined rule for each restoration confirmation.

Further, the maintenance management method of the present invention is
A maintenance execution step for recovering a failure that occurred in the maintenance target, a restoration confirmation step for confirming the restoration of the maintenance target after completion of the maintenance execution step, and a predetermined rule for each restoration confirmation of the maintenance target by the restoration confirmation step And a point management step for managing and managing points on the basis of the points. Further, the maintenance target user manual of the present invention is characterized in that point rules based on the above-mentioned maintenance management method are described.

Thus, according to the maintenance management system, the maintenance management method, and the maintenance target user manual of the present invention, points are calculated and managed according to the degree of failure recovery contribution of the action performed by the user when a failure occurs, A reward can be given to the user by providing the service to the user according to a predetermined rule according to the managed points.

[0015]

BEST MODE FOR CARRYING OUT THE INVENTION Preferred embodiments of the present invention will be described below with reference to the drawings.

FIG. 1 is a system block diagram of a maintenance management system according to the first embodiment of this invention. In the present embodiment, the entire function of the maintenance management system is integrally configured in the device 100 itself as the maintenance object such as the information processing device, and the device 100 alone as the maintenance object constitutes the maintenance management system. .

When the device 100 is in normal use, that is, when no trouble has occurred, the input device 140 supplies an operation signal based on the user's operation as the original function of the device 100. The control means 110 interprets the operation signal and outputs an appropriate command to the operating means 120 to output the operating means 120.
After performing various kinds of processing, the processing result is output from the output means 130 as needed.

In FIG. 1, the control means 110 controls the respective parts of the input means 140, the operating means 120, and the output means 130, as well as the maintenance management of the apparatus 100, because of the original function of the apparatus 100 described above. It also controls the respective units of the notification unit 150, the failure determination unit 160, and the point management unit 190 provided in the. Therefore, in addition to the input means 140 and the operating means 120 described above, the control means 110 includes a notification means 150, a failure determination means 160, and a point management means 190.
Are connected respectively.

The notification means 150 notifies the user of a message when a failure occurs, or notifies a failure recovery procedure. The notification means 150 is, for example, a CRT, LCD, ELD, and L.
It is composed of a display (display device) such as an ED, a voice alarm device, or the like.

The failure determining means 160 is attached to the operating means 120, and when a failure occurs in the operating means 120 and a notification of the occurrence of the failure is given from the operating means 120, it is determined whether or not there is a failure. On the other hand, when the failure recovery process is performed by the user or the device 100 itself, it is determined whether or not the failure location in the operating means 120, which has been notified of the occurrence of the failure, has been correctly recovered by the user or the device 100 itself. Judge, the result as the failure recovery end by the user or the device 100 itself,
Supply to the control means 110.

Each time a series of failure recovery processing is completed, the point management means 190 adds points according to the content of the repair action performed by the user at that time and records the accumulated value. The medium for recording the points of the point managing means 190 is not limited to the memory fixed to the main body of the point managing means 190, and may be an external storage medium which can be separated from the main body such as a CD-R. Good.

Further, in this embodiment, the input means 140
Is a means of operation 1 for the original function of the device 100 at all times.
While 20 operating conditions are input by the user,
When a failure occurs, the user can input the failure status and the like. The input means 140 is configured by an input device such as a keyboard, a mouse, a microphone, a button switch, etc., and the device form is appropriately configured according to the original function of the device 100.

FIG. 2 is a flow chart of the maintenance management system of the first embodiment. In the figure, the flowchart part on the right side shows the process of the maintenance management system and the maintenance management method realized by the system, and the flowchart part on the left side shows the corresponding process by the user.

In the maintenance management system and the maintenance management method according to the present embodiment, when the user turns on the system (step Su100) and the device 100 is activated (step Ss100), the control means 110 of the device 100 In preparation for the normal operation of the user's input means 140 (step Su101), the operation waits for the input of an operation signal from the input means 140, that is, the operation wait state of the user (step Ss101).

When the user performs some normal operation to use the apparatus 100 (step Su101), the control means 110 operates the operating means 120 to perform the user process based on the operation signal supplied from the input means 140. Actuating device 1
00 executes user operation processing (step Ss102).

Until the device 100 completes the user operation processing, the failure determination means 160 of the device 100 monitors the notification of the failure occurrence supplied from the operating means 120 when the failure occurs, and the failure occurs. It is determined whether or not (step Ss10
3). In the present embodiment, this failure determination means 160
Has the function of a recovery confirmation means for confirming the recovery of the failure that occurred in the maintenance target.

Then, the control means 110, when the failure determination means 160 does not determine a failure during execution of the user operation processing, that is, when the user operation processing ends normally.
(Step Ss103), waiting for user operation (Step Ss10
Return to 1). Therefore, if the normal process ends normally (step Su102), the user can perform the next normal operation using the input means 140 (step Su101).

However, if a failure occurs in the operating means 120 during the execution of the user operation processing and the failure determination means 160 determines the failure, that is, if the apparatus 100 cannot normally end the user operation processing (step Ss103), the control means. Based on the failure judgment result of the failure judgment means 160, the notification means 150 is used to notify the user of the occurrence of an abnormality, and the user waits for failure recovery processing by the user (step Ss104).

In this case, the user appropriately operates the input means 140 to cause the control means 110 to execute the failure recovery processing based on the notification of the abnormality occurrence displayed on the notification means 150, or the failure cannot be recovered by the control means 110. If there is a defect, it will be dealt with directly and a failure recovery process will be performed (Step Su
103).

When the failure recovery processing is performed by these users, the control means 110 determines at step Su103 the user based on the result of the judgment whether or not the failure point of the operating means 120 supplied from the failure judgment means 160 has been correctly restored. Check whether the device 100 has been correctly restored by the failure recovery process performed by
(Step Ss105).

If, as a result of this confirmation, the failure is unrecovered, the control means 110 causes the notification means 150 to notify the user that the abnormality still occurred is unrecovered, and again in step Su103. The user is placed in a waiting state for failure recovery processing (step Ss104).

Further, as a result of this confirmation, the control means 110
If it is confirmed that the failure recovery is completed (step Ss10
5) The user is notified of the failure recovery completion using the notification means 150, new points are added to the point management means 190, and the cumulative value is recorded and updated (step Ss10).
6).

After the failure recovery process in step Su103, the user confirms the failure recovery based on the display of the notification means 150 (step Su104), and if the failure is recovered, the user can perform the next normal operation ( If the failure has not been recovered yet (step Su101), the failure recovery process must be repeated (step Su103).

Here, the point addition in step Ss106 /
The accumulating process is performed by adding points according to a predetermined rule and accumulating the act for the purpose of recovering the failure performed by the user when the failure occurs.

Here, a specific example of this point addition method will be described. In the present embodiment, point addition is performed according to the severity of failure. In this case, the points to be added are different in advance depending on the severity of the failure that has occurred.

Therefore, the point management means 190 predetermines, for each type of failure (contents of failure) that may occur, additional points according to the severity of the failure when the failure is restored. Therefore, the point management means 190 accumulates the added points corresponding to the failure restored this time every time the failure is restored.

Table 1 shows a specific example of the correspondence between the failure content provided in the point management means 190 and the added points.

[0038]

[Table 1]

As in this specific example, for example, in the case where the failure recovered this time is a malfunction due to a simple setting error by the user, it is sufficient to instruct the user on the setting method, and the points to be added are small. When there is an important failure, for example, a software bug, it is necessary to ask the user to update the software, so many points are added. However, even if the user solves a trouble caused by the user (such as not knowing the operation method) many times, the points are not added so much.

Further, this point addition is performed, for example, whether the user has carried out the failure recovery processing, or has only input the failure status, whether the recovery processing and the failure status input have been performed properly, and the number of failure occurrences. Points are added according to various factors, such as the occurrence frequency and failure frequency (the point addition rate decreases if there are many or frequent failures), the time required for the user to complete the recovery process, etc. And then
Furthermore, by changing the provided service according to the cumulative points, it is possible to realize a maintenance management method that allows the user to provide feedback according to the effort and effort required for the failure recovery.

As a result, by referring to the accumulated points in the point management means 190, the provider of the apparatus 100 (for example, the manufacturer / sale manufacturer) can provide the additional service according to the user's degree of failure recovery contribution. It can be provided to the user later. Examples of services according to the addition of points include discounts on replacement of equipment, discounts on maintenance fees, gifts of supplies, and the like.

FIG. 3 is a diagram showing a specific example of the relationship between the number of times of failure occurrence and the point addition rate among the above-mentioned point addition elements. In this specific example, the number of failures increases, and when the number of failures exceeds a predetermined number, the point addition rate decreases.

According to this, although the device 100 as the maintenance target tends to increase in the number of failures as the service life of the device 100 elapses, the cumulative point management means 190
Then, each time the failure is restored, the number of failures is accumulated, and the point to be added is set to the point obtained by multiplying the added points according to the severity of the failure by the point addition rate according to the number of failures, thus It is possible to coordinate the provision of the additional service according to the accumulated points between the user who has a long remaining life and the user whose service life has expired.

FIG. 4 is a system block diagram of the maintenance management system according to the second embodiment of this invention. In the device 200 shown in FIG. 4, components corresponding to those of the device 100 according to the first embodiment are designated by the same numerals for the last two digits, and the description thereof will be omitted.

In the maintenance management system of the second embodiment, the control means 210 of the apparatus 200 is different from the configuration of the maintenance management system of the first embodiment shown in FIG.
Further, a failure recovery procedure management means 280 is connected and provided.

The failure recovery procedure management means 280 is the input means 240.
Is provided for determining the failure status based on the failure status input by the user when a failure occurs and searching for an appropriate recovery process. Therefore, the failure recovery procedure management unit 280 stores various failure situations that are expected to occur and recovery processing performed by the user or the device 200 itself in response to each failure situation. Accordingly, the user can easily perform the recovery process by referring to the failure recovery procedure management unit 280, and can prevent the expansion of the failure due to the incorrect recovery process.

FIG. 5 is a flow chart of the maintenance management system of the second embodiment. Also in this figure, the flowchart part on the right side shows the process of the maintenance management system and the maintenance management method realized by the system, and the flowchart part on the left side shows the corresponding process by the user. Has become.

In the maintenance management system and maintenance management method of this embodiment, the step S
The normal processing represented by u200 to Su202 and steps Ss200 to Ss203 is the same as the normal processing represented by steps Su100 to Su102 and steps Ss100 to Ss103 in FIG.

In the maintenance management system and the maintenance management method according to the present embodiment, when a failure occurs in the operating means 220 during the execution of the user operation processing and the failure determination means 260 determines the failure, that is, the device 200 executes the user operation processing. When it cannot be normally terminated (step Ss203), the control means 21
0 is the notification means 25 based on the failure determination result of the failure determination means 260.
The user is notified of the occurrence of an abnormality using 0, and the user waits for the failure status to be input from the input means 240 (step Ss204). In this case, since the user has a failure in the device 200 and the user operation process does not end normally, the user operates the input unit 240 to input the failure status (step Su203).

In the device 200, when the failure status input by the user is supplied from the input means 240 (step Ss204), the control means 210 causes the failure recovery procedure management means 280 to perform the recovery procedure corresponding to the supplied failure status. A search is performed and the recovery procedure of the search result is displayed on the notification means 250 and presented to the user.
(Step Ss205). Then, this recovery procedure notification means 25
After the display of 0, the process waits for the recovery process by the user (step Ss206).

The user waits until the restoration procedure corresponding to the failure condition input to the notification means 250 is displayed (step Su204), and performs the restoration process according to the procedure (step Su205). It should be noted that the user may notify the notification means 250 as necessary.
After the final procedure of the recovery procedure presented by is executed, the completion of the recovery process is set and input from the input means 240.

The control means 210 of the device 200 comprises the failure determination means 26
When a change in the output state of 0 is detected or when the input of the end of the recovery processing by the user is supplied from the input means 240, it is determined that the recovery processing by the user has ended (step Ss206), and the operation supplied from the failure determination means 260 Based on the result of determination as to whether or not the failure point of the means 220 has been correctly restored, the user confirms whether or not the device 200 has been properly restored by the failure restoration processing performed in step Su205 (step Ss207). In addition,
In the present embodiment, this failure determination means 260 has the function of a recovery confirmation means for confirming the recovery of the failure that has occurred in the maintenance target.

When the control means 210 confirms through this confirmation that the recovery has been properly performed in the failure recovery processing (step Su205) performed by the user (step Ss207), a notification of failure recovery completion is displayed on the notification means 250. The contents of the processing (repair act) performed by the user, that is, the recovery procedure management means 280
A new point is added to the point management means 290 according to the recovery procedure searched by, and the accumulated value is recorded and updated (step Ss208). Then, the user confirms the display of the failure recovery completion of the notification means 250 (step Su206), and the new normal operation becomes possible (step Su201).

On the other hand, the control means 210 supplies that the failure determination means 260 supplies the result of the determination that the failure location of the operating means 220 has not been correctly restored, and that the failure recovery processing performed by the user in step Su205 has not succeeded in the recovery. If determined (step Ss207), the control means 210 again searches the failure recovery management means 280 for a recovery procedure corresponding to the determination result based on the determination result of the failure determination means 260, and displays this on the notification means 250. Then, the user is presented with a new or similar restoration process as the previous one (step Ss205).

After the failure recovery processing in step Su205, the user confirms the failure recovery based on the display of the notification means 250 (step Su206), and if the failure is recovered, the next normal operation can be performed (step Su201). ), If the failure has not been recovered yet, the failure recovery process must be repeated based on the newly presented recovery procedure (steps Su204, Su205).

Thus, according to the recovery procedure presented by the apparatus 200, the effort required for the failure recovery by the user can be converted into points according to whether or not the user has performed the accurate failure recovery work. . In addition, by presenting a recovery procedure to the user even for a failure that is difficult to solve by the self-recovery function of the apparatus 200 itself (for example, a failure such as a paper jam when the apparatus 200 is a facsimile apparatus). Therefore, it is possible to guide appropriate failure recovery processing.

FIG. 6 is a system block diagram of a maintenance management system according to the third embodiment of this invention. In the device 300 shown in FIG. 6 as well, components corresponding to those of the devices 100 and 200 in the above-described embodiment are denoted by the same reference numerals in the last two digits, and description thereof will be omitted.

In the maintenance management system of the third embodiment, the control means 310 of the device 300 is different from the configuration of the maintenance management system of the second embodiment shown in FIG.
Further, maintenance execution means 370 is connected to and provided with.

When the apparatus 300 performs the self-recovery process, the maintenance executing means 370 restores the operating means 320 according to the instruction of a predetermined restoration procedure supplied from the control means 310. As a result, the self-restoring process of the operating means 320 can be performed, the labor of the user or service person can be saved, and the error of the restoration process can be reduced.

FIG. 7 is a flowchart of the maintenance management system of the third embodiment. Also in this figure, a flowchart configuration on the right side shows the processing of the maintenance management system and a maintenance management method realized by the system, and a flowchart portion on the left side shows the corresponding processing by the user. It has become.

In the maintenance management system and maintenance management method of this embodiment, the step S
Regarding the normal processing represented by u300 to Su302 and steps Ss300 to Ss303, the normal processing represented by steps Su100 to Su102 and Ss100 to Ss103 in FIG. 2 and steps Su200 to Su202 and Ss200 to Ss203 in FIG. Since it is the same as the normal processing shown, its description is omitted.

In the maintenance management system and the maintenance management method of the present embodiment, when a failure occurs in the operating means 320 during the execution of the user operation processing and the failure determination means 360 determines the failure, that is, the device 300 executes the user operation processing. If it cannot be completed normally (step Ss303), the control means 31
0 indicates the notification means 35 based on the failure determination result of the failure determination means 360.
The error occurrence is notified to the user by using 0, and the user waits for the failure status to be input from the input unit 340 (step Ss304). In this case, since the user has a failure in the device 300 and the user operation process does not end normally, the user operates the input unit 340 to input the failure status (step Su303).

In the apparatus 300, when the failure status input by the user is supplied from the input means 340 (step Ss304), the control means 310 causes the failure recovery procedure management means 380 to perform the recovery procedure corresponding to the supplied failure status. It retrieves and supplies it to the maintenance execution means 370. Then, the maintenance performing means 370 restores the operating means 320 in accordance with the supplied restoration procedure to achieve self-restoration (step Ss305).

When the self-restoration processing by the maintenance execution means 370 corresponding to the restoration procedure retrieved based on the failure condition input by the user is completed, the control means 110 will operate the operation means 320 supplied from the failure determination means 360. Based on the result of the determination as to whether or not the failure point has been properly restored, it is confirmed whether or not the device 300 has been properly restored by the self-recovery process by the operation of the maintenance execution means 370 based on the failure status input by the user (step Ss306). ). In the present embodiment, this failure determination means 360 has a function of a recovery confirmation means for confirming the recovery of the failure that has occurred in the maintenance target.

If the control means 310 confirms through this confirmation that the self-recovery processing based on the failure status input by the user has correctly performed the recovery (step Ss306), a notification of failure recovery completion is displayed on the notification means 350. Above, a new point is added to the point management means 390, and the accumulated value is recorded and updated (step Ss307). Then, the user confirms the display of the failure recovery completion of the notification means 350 (step Su3
04), new normal operation becomes possible (step Su301).

On the other hand, the failure judgment means 360 supplies the judgment result that the failure part of the operation means 320 is not correctly restored, and the control means 310 succeeds in the recovery in the self-restoration processing based on the failure condition input by the user. If it is determined that there is no such error (step Ss306), the control means 310 searches the failure recovery procedure management means 380 for a recovery procedure based on the determination result of the failure determination means 360 this time,
This is supplied to the maintenance execution means 370. And
The maintenance execution means 370 restores the operation means 320 according to the supplied restoration procedure, and performs the self-restoration processing again (step Ss305).

Then, even after that, when the determination result that the recovery is not correctly restored is still supplied from the failure determination means 360 and the failure recovery cannot be confirmed (step Ss306), the control means 310 causes the failure recovery procedure management means 380 and When the self-recovery process by the maintenance execution means 370 is continued and it is confirmed that the recovery is performed correctly (step Ss306), the notification of the failure recovery completion is displayed on the notification means 350, and the content of the failure status input by the user is displayed. Accordingly, new points are added to the point management means 390, and the accumulated value is recorded and updated (step Ss307).

As a result, in the maintenance management system and the maintenance management method according to the present embodiment, the points accumulated in the point management means 390 are changed according to whether or not the user has been able to accurately input the failure status of the device 300. Therefore, even if the device 300 does not have an operation history storage function or a situation diagnosis function, an appropriate failure recovery process can be performed.

FIG. 8 is a system block diagram of a maintenance management system according to the fourth embodiment of this invention. In the device 400 shown in FIG. 8, components corresponding to those of the device 300 according to the third embodiment described above are designated by the same numerals for the last two digits, and the control configuration by the control unit 410 is performed. Are only different, so the description is omitted.

The configuration of the maintenance management system of the fourth embodiment is the same as the system block configuration of the maintenance management system of the third embodiment described above, but in the control configuration, the recovery process by the user himself / herself is performed. And the self-recovery process by the maintenance execution means are combined.

FIG. 9 is a flow chart of the maintenance management system of the fourth embodiment. Also in this figure, the flowchart part on the right side shows the process of the maintenance management system and the maintenance management method realized by the system, and the flowchart part on the left side shows the corresponding process by the user.

In the maintenance management system and maintenance management method of this embodiment, the step S
Since the normal processing represented by u400 to Su402 and steps Ss400 to Ss403 is the same as the normal processing described in the maintenance management system and the maintenance management method of the other embodiments described above, the description thereof will be omitted.

When a failure occurs in the operating means 420 during the execution of the user operation process and the failure determining means 460 determines the failure,
That is, when the device 400 cannot normally complete the user operation process (step Ss403), the control unit 410 waits for input of the failure status from the input unit 440 (step Ss404).
In this case, the user operates the input unit 440 to input the failure status because the device 400 has a failure and the user operation process does not end normally (step Su403).

In the device 400, when the failure status input by the user is supplied from the input means 440 (step Ss404), the control means 410 causes the failure recovery procedure management means 480 to execute the recovery procedure corresponding to the supplied failure status. The retrieval procedure of the retrieval result is displayed on the notification means 450 (step Ss40).
Five).

After the recovery procedure is displayed on the notification means 450, the control means 410 executes the failure recovery processing each time the user instructs the failure recovery processing from the input means 440, and the failure recovery processing by the user. The system waits for an end input (step Ss406).

The user waits until the recovery procedure corresponding to the failure condition input to the notification means 450 is displayed (step Su404), and performs recovery processing according to the procedure (step Su405). At that time, the user performs the final procedure of the recovery procedure presented by the notification means 450, and then sets and inputs the completion of the recovery processing from the input means 440 as necessary.

The control means 410 of the apparatus 400, if the recovery processing end by the user is supplied from the input means 440 (step Ss406), the operation means supplied from the failure determination means 460.
Based on the result of the determination as to whether or not the faulty part of 420 has been correctly restored, it is confirmed whether or not it has been properly restored in the failure restoration process (step Su405) performed by the user (step Ss407).
It should be noted that in the present embodiment, the failure determination means 460 has a function of a recovery confirmation means for confirming the recovery of the failure that has occurred in the maintenance target.

If the control means 410 confirms through this confirmation that the recovery has been correctly performed by the failure recovery processing (step Su405) performed by the user (step Ss407), a notification of failure recovery completion is displayed on the notification means 450. The contents of the processing (repair act) performed by the user, that is, the recovery procedure management means 480.
A new point is added to the point management means 490 in accordance with the recovery procedure searched by, and the cumulative value is recorded and updated (step Ss408). Then, the user confirms the display of the failure recovery completion of the notification means 450 (step Su406), and the new normal operation becomes possible (step Su401).

On the other hand, the failure judgment means 460 supplies the judgment result that the failure point of the operation means 420 is not correctly restored, and the control means 410 performs the failure recovery process performed by the user.
When it is determined in (Step Su405) that the recovery has not succeeded (Step Ss407), the control means 410 responds to the determination result from the failure recovery procedure management means 480 based on the determination result of the failure determination means 460 this time. The recovery procedure is searched and supplied to the maintenance execution means 470. Then, the maintenance execution means 470 restores the operating means 420 according to the supplied restoration procedure to perform self-restoration (step Ss409).

Even when the apparatus 400 itself is self-recovering by the maintenance executing means 470, the control means 410 monitors the judgment result supplied from the failure judging means 460 (step Ss410).

Then, when the judgment result which is not properly restored is still supplied from the failure judgment means 460 and the failure recovery cannot be confirmed (step Ss410), the control means 410
While continuing the self-recovery process by the failure recovery procedure management means 480 and the maintenance execution means 470 described above, if it is confirmed that the recovery has been performed correctly (step Ss41
0), after displaying a notification of failure recovery completion on the notification means 450,
Point management means 4 according to the content of the repair action performed by the user, that is, the recovery procedure retrieved by the recovery procedure management means 480.
A new point is added to 90, and the cumulative value is recorded and updated (step Ss411).

As a result, if the user cannot confirm the failure recovery completion by the notification means 450 in the recovery processing performed by the user (step Su406), the user waits for the failure recovery completion by the self-recovery processing of the device 400 itself (step Su406). Su40
7) The new normal operation becomes possible (step Su401).

As described above, according to the maintenance management system and the maintenance management method of the present embodiment, when a device failure occurs, that is, when the user operation processing based on the normal operation of the input means 440 does not end normally (step Su402), an action performed by the user at this time for the purpose of recovery, that is, input of a failure status (step Su403),
And, for the execution of the failure recovery process based on the recovery procedure presented corresponding to the input failure status (step Su405), the point of the recovery contribution made by the user in accordance with the predetermined rule is added. And can be accumulated (steps Ss408, Ss411).

In the case of the present embodiment, the points are added when the failure is recovered only by executing the failure recovery processing based on the recovery procedure presented in response to the failure input by the user (steps Ss404 to Ss407). And the case where the self-recovery process (steps Ss409, Ss410) of the device 400 itself is required, the separate point addition process (steps Ss408, Ss411) is performed according to the degree of the user's recovery involvement. The points to be added can be differentiated between the two, and points can be added according to the severity of the failure, the user's proficiency level, and the cooperation level.

In this case, Table 2 shows a specific example of the correspondence relationship between the degree of recovery involvement of the user provided in the point management means 490 and the added points.

[0086]

[Table 2]

Further, the point to be pointed is also changed by the effort of the user, for example, by converting the time until the user completes the recovery processing into points and accumulating the points, the user's recovery contribution rate is changed. It is possible to provide a corresponding additional service.

In addition, the self-recovery function provided in the device which is the object of maintenance is presented to the user to execute the recovery process, and the rest of the recovery process is processed by the self-recovery function. It is possible to perform complicated recovery processing of.

FIG. 10 is a system block diagram of a maintenance management system according to the fifth embodiment of this invention.
In the maintenance management system of the present embodiment, the entire functions of the maintenance management system are not integrally configured in a single device as a maintenance target such as an information processing device, but as an example of information processing as a maintenance target. The device 500 and the one or more information processing devices 500
Are distributed and configured to the management devices 600 connected to the network.

In FIG. 10, the control means 510 of one information processing apparatus 500 and the control means 610 of the management apparatus 600 are connected to each other via their respective communication control means 511 and 611 so that they can be mutually transmitted. The control means 510 of the information processing device 500 is a device
500 Controls each part. Based on the normal operation of the input means 540 by the user, the operating means 520 operates according to the control signal output from the control means 510, and the processing result is output to the output means 530 as necessary, thereby the information processing apparatus. The original function as 500 is performed.

The input means 540, the notification means 550, the failure determination means 560, and the maintenance execution means 570 are further connected to the control means 510 of the information processing apparatus 500.
The function of each of these means 540, 550, 560, 570 is the same as that of the input means 440, the notification means 450, the failure determination means 460, and the maintenance execution means 470 of the fourth embodiment, so the description thereof will be omitted. .

The control means 610 of the management device 600 includes the fourth
The failure recovery procedure management means 680 and the point management means 690 corresponding to the failure recovery procedure management means 480 and the point management means 490 of the embodiment are connected.

The operation of the maintenance management system according to the fifth embodiment of the present invention and the maintenance management method realized by the system will be described with reference to FIG. The failure determination means 560 of the information processing device 500 is
If a failure occurs before the device 500 completes the user operation processing, the failure notification sent from the operating means 520 is monitored to determine whether a failure has occurred (step Ss403).

Then, the control means 510 of the information processing apparatus 500.
If the failure determination means 560 determines a failure during execution of the user operation processing, that is, if the device 500 cannot normally end the user operation processing (step Ss403), the input means
Waiting for input of failure status from 540 (step Ss4
04).

The information processing apparatus 500 receives the failure status from the input means 540 by the user (step Ss40
4), which is sent to the management device 600 via the communication control means 511.
500 Send with the identification of itself.

On the other hand, one or more information processing devices 50
The management device 600, which is connected to the network 0, waits for the failure status to be transmitted from the information processing device 500, and controls the communication of the failure condition with its own identification transmitted from the information processing device 500. When it is received via the means 611, the recovery procedure corresponding to this failure condition is searched from the failure recovery procedure management means 680, and the search result is returned to the device 500 via the communication control means 611 based on its identification.

When the control means 510 of the information processing apparatus 500 receives the recovery procedure from the management apparatus 600 via the communication control means 511, it displays this on the notification means 550 (step Ss40).
Five). Then, after displaying the recovery procedure on the notification means 550, the control means 510 executes the processing each time the user instructs the failure recovery processing from the input means 540, and waits for the end input of the failure recovery processing by the user. (Step Ss406).

When the user performs a recovery process based on this recovery procedure and the recovery process is completed (step Ss406), the control means 510 of the information processing apparatus 500 determines that the failure location of the operating means 520 supplied from the failure determination means 560 is Based on the result of the determination as to whether or not it has been properly restored, it is confirmed whether or not it has been properly restored by the failure restoration processing performed by the user (step Ss407).

When the control means 510 confirms through this confirmation that the recovery has been correctly performed by the failure recovery processing performed by the user (step Ss407), a notification of failure recovery completion is displayed on the notification means 550 and a new notification is given. The point addition instruction is transmitted to the management device 600 via the communication control means 511 with the identification of the device 500 itself.

As a result, the control means 610 of the management device 600 which has received the point addition instruction of the device 500 via the communication control means 611 allows the user to accumulate the points accumulated in the point management means 690 corresponding to the identification of the device 500. The content of the performed processing (repair act), that is, points corresponding to the restoration procedure transmitted to the device 500 by the management device 600 is added, and the cumulative value is recorded and updated (step Ss408).

On the other hand, the failure determination means 560 of the information processing device 500
When it is determined that the failure recovery processing performed by the user was not successful (step Ss407), the control means 510 sends the determination result of the failure determination means 560 to the management device 600 via the communication control means 511 to the management device 600. 500 Send with the identification of itself.

When the management device 600 receives the judgment result of the failure judgment means 560 with its own identification from the information processing device 500, the management device 600 searches the failure recovery procedure management means 680 for a recovery procedure corresponding to this failure condition, The search result is returned to the device 500 via the communication control means 611 based on the identification.

When the control means 510 of the information processing device 500 receives the restoration procedure from the management device 600 via the communication control means 511, it supplies it to the maintenance execution means 570, and the maintenance execution means 570 supplies this supplied restoration procedure. According to the procedure, the operation means 520 is restored and operated to self-recover (step Ss4
09).

Then, the control means 510 of the information processing apparatus 500.
If it is confirmed from the determination result of the failure determination means 560 that the recovery has been performed correctly (step Ss410), the communication control means 5 displays a notification of failure recovery completion on the notification means 550.
A new point addition instruction based on self-recovery is attached to the management device 600 via 11 via its own identification.

As a result, the control means 610 of the management device 600, which has received the point addition instruction from the device 500 via the communication control means 611, causes the management device 600 to accumulate the points corresponding to the identification of the device 500 by the point management means 690. 600 is the device 5
The points corresponding to the completion of recovery by the self-recovery procedure transmitted to 00 are added, and the cumulative value is recorded and updated (step Ss411).

As described above, according to the maintenance management system and the maintenance management method of the fifth embodiment, the information processing apparatus 500 as the maintenance target does not include the failure recovery procedure management means 680 and the point management means 690. Also, the failure recovery procedure management means 680 and the point management means 690 can be shared by a plurality of information processing devices 500 of the same format.

FIG. 11 is a system block diagram of a maintenance management system according to the sixth embodiment of this invention.
The maintenance management system according to the present embodiment includes an information processing device 700 as a maintenance target, an input / output device 800 for a user to input a failure status and a presented recovery procedure, and one or more of these input devices. The output device 800 is distributed and configured to a failure information management device 900 connected to a network.

The control means 710 of the information processing device 700 is the device 70.
0 Controls each part. Based on the normal operation of the input unit 740 by the user, the operating unit 720 operates according to the control signal output from the control unit 710, and the processing result is output to the output unit 730 as necessary, so that the information processing device 700 The original work as is performed.

The failure determining means 760 and the maintenance executing means 770 are further connected to the control means 710 of the information processing apparatus 700. The functions of the failure determination means 760 and the maintenance execution means 770 are the same as those of the failure determination means 560 and the maintenance execution means 570 of the fifth embodiment, as in the case of the fifth embodiment.
The description is omitted.

The input / output device 800 includes a control means 810, a communication control means 811 for transmitting and receiving data and the like to and from a failure information management device 900, which will be described later, and an input means 8 for the user to input the failure status and the like.
40, and notification means 850 for displaying to the user the recovery procedure and the like sent from the failure information management device 900.

The fault information management device 900 includes a control means 910,
Communication control means 911 connected to the control means 910 for transmitting and receiving data and the like to and from the input / output device 800, and the failure recovery procedure management means 680 and point management means 690 of the fifth embodiment.
The failure recovery procedure management means 980 and the point management means 990 corresponding to the above are connected.

The operation of the maintenance management system according to the sixth embodiment and the maintenance management method realized by the system will be described with reference to FIG. The failure determination means 760 of the information processing device 700 is
If a failure occurs before the device 700 completes the user operation processing, the failure notification sent from the operating means 720 is monitored to determine whether a failure has occurred (step Ss403).

If the failure determination means 760 determines a failure and the user operation processing cannot be normally terminated during execution of the user operation processing by the information processing apparatus 700 (step Ss403), the user operates the input / output device 800. The failure status is input from the input means 840.

Here, when the failure status is input from the input means 840 (step Ss404), the input / output device 800 waiting for the failure status input by the user is broken through the communication control means 811. Input / output device to information management device 900
800 Send with the identification of itself.

The failure information management device 900 network-connected to one or more input / output devices 800 is
Communication control means for failure status with its own identification from 00
When received via 911, the control means 910 searches the failure recovery procedure management means 980 for a recovery procedure corresponding to this failure status, and the search result is also identified to the input / output device 800 via the communication control means 911. And send it back to.

When the control means 810 of the input / output device 800 receives the recovery procedure from the failure information management device 900 via the communication control means 811, it displays this on the notification means 850 (step S
s405). The user performs the restoration process of the information processing device 700 based on the restoration procedure displayed on the notification means 850 of the input / output device 800.

When the recovery processing is completed, the control means 710 of the information processing apparatus 700 is performed by the user based on the result of the determination as to whether or not the failure point of the operating means 720 supplied from the failure determination means 760 has been correctly restored. It is confirmed whether or not the failure has been properly restored by the failure restoration processing (step Ss407).

Then, the control means 710 of the information processing apparatus 700
When it is confirmed from the determination result of the failure determination means 760 that the failure location has been correctly restored (step Ss407), the state is restored to the waiting state for the user operation processing (step Ss401).

When the information processing apparatus 700 is restored to the waiting state for the user operation processing and the failure recovery processing performed by the user has correctly restored the information processing apparatus 700 (step Ss407), a new point is given. The addition instruction is input by operating the input means 840 of the input / output device 800.

The control means 810 of the input / output device 800 transmits the point addition instruction by this user for the failure recovery to the failure information management device 900 with the identification of the information processing device 700 via the communication control means 811. To do.

As a result, the control means 910 of the failure information management device 900, which has received the point addition instruction from the input / output device 800 via the communication control means 911, causes the point management means 990.
In the accumulated points corresponding to the identification of the information processing device 700, the points corresponding to the content of the process (repair act) performed by the user, that is, the recovery procedure transmitted by the management device 900 to the input / output device 800 are added, and The cumulative value is recorded and updated (step Ss408).

On the other hand, if the recovery is not successful in the failure recovery processing performed by the user (step Ss407), the control means 710 of the information processing device 700 informs the notification means 750 of the determination result of the failure determination means 760 at that time. indicate.

When the determination result of the failure determination means 760 is displayed on the notification means 750 of the information processing apparatus 700, the user operates the input means 840 to input this to the input / output device 800. The control means 810 of the input / output device 800 attaches the identification of the input / output device 800 to the input determination result of the failure determination means 760, and transmits it to the failure information management device 900 via the communication control means 811.

When the control means 910 of the failure information management device 900 receives the determination result of the failure determination means 760 with its own identification from the input / output device 800 via the communication control section 911, it responds to this determination result. The self-recovery procedure of the information processing device 700 is searched from the failure recovery procedure management means 980, and the searched recovery procedure is returned to the input / output device 800 via the communication control means 911 based on the above identification.

The control means 810 of the input / output device 800 transfers information from the failure information management device 900 to the information processing device via the communication control means 811.
When 700 self-recovery procedures are received, this is displayed on the notification means 850. When the self-recovery procedure is displayed on the notification means 850, the user inputs each component processing of the self-recovery procedure to the input means 740
Is input to the control means 740 of the information processing device 700, and the maintenance execution means 770 restores the operation means 720 based on the supplied self-restoration procedure to restore the operation (step Ss409).

At this time, when sending the retrieved self-recovery procedure from the failure information management device 900 to the input / output device 800,
In order to make it easy for the user to input using the input means 740 of the information processing device 700, the failure information management device 900 is encoded in advance and transmitted from the failure information management device 900 to each input / output device 800 for each constituent process of the self-recovery procedure.

Then, the control means 710 of the information processing apparatus 700
When the self-recovery process according to the self-recovery procedure is completed, the self-recovery process performed by the user based on the determination result of whether or not the failure point of the operating means 720 supplied from the failure determining means 760 is correctly restored. Then, it is confirmed whether or not it has been properly restored (step Ss410).

Thus, the control means 7 of the information processing device 700
When 10 is confirmed from the judgment result of the failure judgment means 760,
(Step Ss410), the state of waiting for user operation processing is restored (step Ss401). User self-recovers the device
After confirming that 700 has been restored, a new point addition instruction is input by operating the input means 840 of the input / output device 800.

As a result, the management device 9 which has received the point addition instruction from the input / output device 800 via the communication control means 911.
The control means 910 of 00 is the device 80 of the point management means 990.
In the accumulated points corresponding to the identification of 0, the failure information management device 9
00 adds points corresponding to the completion of recovery by the self-recovery procedure transmitted to the device 800, and records and updates the accumulated value (step Ss411).

According to the maintenance management system and the maintenance management method of the sixth embodiment, the information processing apparatus 700 itself, which is a maintenance object, has a failure recovery procedure management means, a point management means, and a notification regarding the failure recovery. Even without the means, proper failure recovery can be performed with the help of the user.

Further, since the input / output device 800 for the user to input the failure status and to display the presented recovery procedure is a device separate from the information processing device 700 which is the maintenance target, the information processing device 700 is Without knowing the failure information
The failure information such as the failure status input by the user through the input unit 840 may be transmitted to the information processing apparatus 700 as it is, or the information transmitted from the information processing apparatus 700 may be displayed as it is on the notification unit 850. However, it is not necessary to have functions such as monitoring the state of the information processing device 700 that is the maintenance target and analyzing the failure status. Therefore, the input / output device 800 is the fault information management device 900.
If it can properly communicate with, it is possible to communicate with a service center that performs maintenance management using a general-purpose device such as a web browser (see FIG. 15).

That is, in this case, for example, even when the maintenance target object such as a refrigerator that does not have the display function and the input function in place of the above-mentioned information processing device 700 as the maintenance target object fails, By using the browser of the personal computer as the input means 840, the user can input the failure status and know the recovery procedure.

By the way, in the maintenance management system and the maintenance management method of the first to sixth embodiments described above, each point management means 190, 290, 390, 490, 69.
As a specific configuration and method for calculating and managing points for rewarding a user according to the degree of contribution of the user to the failure recovery, both 0 and 990 are described as follows. Add points that are set in advance according to the content) and accumulate points
/ Common in that it uses cumulative processing.

However, the point management means 190, 29
The specific configuration and method for calculating and managing points by 0, 390, 490, 690, and 990 are not limited to this point addition / accumulation processing. An initial value is given, the number of points to be subtracted is adjusted according to the user's degree of contribution to failure recovery, and the adjusted subtraction point is subtracted to update the initial value of the aforementioned point. It is also possible to change.

Next, the point subtraction / updating process will be described with a specific example. In addition, in explaining the system configuration of the maintenance management system,
The maintenance management system is the same as the maintenance management system of the first to sixth embodiments described above, and since these systems are applicable, the description thereof will be omitted.

In this specific example, for example, point management means
A case will be described in which all of the configuration and method of point calculation management by 190, 290, 390, 490, 690, and 990 are changed to point subtraction / update processing instead of point addition / accumulation processing.

In this case, the processing flow shown in FIGS. 2, 5, 7, and 9 in the first to sixth embodiments is basically the same as that of the processing procedure. In general, step Ss106 in FIG. 2, step Ss208 in FIG. 5, step Ss307 in FIG. 7, step Ss in FIG.
The processing contents shown in s408 and Ss411 are changed to "add points /
This can be dealt with by changing from "cumulative" to "point subtraction / update".

Then, in this case, the point management means 19
In 0, 290, 390, 490, 690, 990, a predetermined value that is a base of subtraction is set in advance as an initial value of points, and the addition point table of Table 1 described above is, for example,
The subtraction point table is changed as shown in Table 3.

[0139]

[Table 3]

According to the subtraction point table shown in Table 3, for example, when the failure recovered this time is a malfunction due to a simple user setting error, the failure caused by the user
/ Because the system will be used to give instructions on how to recover from troubles,
It is larger than the case of recovery from other important failures such as software upgrade.

On the other hand, an important failure, such as a software bug or a hardware failure, is not caused by the user, and on the contrary, it is necessary to request the user to perform complicated measures such as software update. Because there are also points, the number of points subtracted is small.

Further, the relationship between the frequency of failure occurrence and the point addition rate shown in FIG. 3 in the first embodiment described above is as follows. Will be changed to the relationship.

FIG. 12 is a diagram showing a specific example of the relationship between the number of failures and the point subtraction rate. In this example,
When the number of failures increases and exceeds a predetermined number, the point subtraction rate increases. This is based on the fact that the device 100 itself to be maintained tends to have a higher probability of failure in relation to the service life as the service life of the device 100 elapses.

Further, for example, in the case of using the subtraction point table in Table 3 above, when a user who has a long usage period uses the system for recovery and guidance on a mistake caused by the user, The subtraction rate becomes high. On the other hand, with respect to important failures such as software bugs, the number of subtraction points is set to 0, so that the number of subtraction points remains constant regardless of the elapse of the usage period. As a result, regarding a rudimentary mistake, it is possible to coordinate the provision of additional services according to points between the beginner user and the veteran user.

As described above, the point management means 19
According to this specific example in which point subtraction / update processing is adopted as the configuration and method of point arithmetic management by 0, 290, 390, 490, 690, and 990, unlike the point addition / accumulation processing, user setting errors and No points are added to the recovery of failures / troubles caused by the user such as guidance on how to use, so it is possible to prevent fraudulent acts in which the user intentionally causes a failure to increase the number of points and receives a good service.

Further, according to the relationship between the number of times of failure occurrence and the point subtraction rate shown in FIG. 12, the less effort or trouble the user has, the less effort or effort the user has taken to prevent the failure. Even if it is large, it is possible to realize a maintenance management system and method that can provide feedback of points according to the degree.

In addition, an important failure not caused by the user,
For example, when there is a software bug or hardware failure, complicated measures on the user side such as software update are necessary, so points are not relieved like user-induced failures / trouble, and relief is provided. It is configured.

Further, as a specific example of the specific configuration and method of this point arithmetic management, point addition / accumulation processing and point subtraction / update processing are performed for each type of failure (content of failure) that may occur. It is also possible to properly manage the points by summing up the points for each type of failure (contents of failure).

For example, for an important failure not caused by the user, such as a software bug or a hardware failure, the point addition / accumulation processing is applied,
For user-induced failures / trouble, etc., point subtraction /
It is also possible to apply update processing. In this case, the advantages of both processes are utilized, so for complex user actions such as software updates, points are added according to the number of user actions and accumulated, resulting in user-induced failures / troubleshooting. For example, since points are subtracted according to the number of times the user deals with the system, that is, the number of times the system is used, it is not only possible to prevent the user from intentionally causing a failure to illegally increase the number of points. Instead, it is possible to provide more detailed feedback of points according to the effort and effort required by the user for recovery and prevention of failure.

As described above, according to the maintenance management systems and the maintenance management methods of the first to sixth embodiments, for example, whether the user has carried out the failure recovery processing or has only entered the failure status, By calculating and managing points according to various factors such as whether restoration processing and failure status input were performed properly, the user can provide feedback according to the effort and effort required for failure recovery or prevention. A maintenance management method can be realized.

That is, the devices 100, 200, 300, 400, 50
0,700 providers (eg manufacturers / sellers, etc.)
By referring to the points accumulated in the point management means 190, 290, 390, and 490, it is possible to provide the user with additional services according to the degree of contribution of the user's failure recovery or prevention.

Here, the contents of the additional service that the user can receive according to this point are as follows.
For example, there are various contents such as change of service quality, discount of service charge, and present of gifts.

The contents of the additional service provided by the user in accordance with these points can be selected in advance when the maintenance target object is used.
It is also possible to make a selection at the time when the user requests the supplementary service.

Here, based on the maintenance management system of the fifth embodiment shown in FIG. 10, regarding the method of providing the additional service, when the maintenance target object is used, the user discounts the service charge in advance as the additional service. The case where the selection is made will be described as an example.

FIG. 13 is a flow chart showing an embodiment of a method of providing a supplementary service in this case. From the user, for example, about the periodic inspection of the maintenance target,
It is assumed that the service request is input to the management device 600 (step S500).

The control means 610 of the management device 600 inquires the accumulated points relating to the previous maintenance of the requesting user of the point management means 690, and checks whether or not the points that can be discounted are accumulated. Step S50
1). As a result, when it is confirmed that the points for which the charge discount is possible are accumulated, whether or not the points accumulated in the point management means 690 are used for the previous maintenance, that is, the user previously It is confirmed with the requesting user whether or not the selected additional service is provided (step S502).

[0157] In response to this, when the user inputs to the management device 600 the desire to provide the additional service, the management device 60
The control means 610 of 0 discounts the service charge corresponding to the points from the charge of the requested service (step S503), reduces the points used for the discount from the accumulated points of the requesting user of the point management means 690, and changes the point management means.
Update points accumulated in 690 (step S50)
Four).

Then, the user can receive the request service (in this case, regular inspection) at a discounted service charge corresponding to points from the original charge of the requested service (step S505).

On the other hand, when the user inputs that the user does not want to provide the additional service to the management device 600, the request service is provided to the user at the original charge of the request service (step S505). The cumulative points of the requesting user of the point management means 690 will not decrease.

FIG. 14 is a diagram showing an example of a maintenance target user manual in which point rules based on the maintenance management method are described. In the maintenance target user manual M shown in FIG. 14, for example, when the maintenance target is a TV, the points that are added / accumulated according to the user's contribution to the failure recovery are the phenomenon of the failure and the recovery measures. It is described together with the confirmation items for.

User manual M for this maintenance
Is not limited to printed matter, and is, for example, the above-mentioned sixth item.
Like the maintenance management system of the embodiment, the information processing device 700 (the above is compatible with the television) as the maintenance target, and the input / output device for the user to input the failure status and to display the presented recovery procedure. In the case where the 800 and the one or more input / output devices 800 are distributed and configured in the failure information management device 900 connected to the network, the failure recovery procedure management means 980 of the failure information management device 900 can read the information. It may be configured as a storage medium. In this case, for example, the maintenance target user manual M is distributed from the failure information management device 900 to the input / output device 800 on the basis of the inquiry from the input / output device 800.
The contents shown in FIG. 4 may be displayed on the notification means 850 of the input / output device 800.

The maintenance management system and the maintenance management method of the present invention are as described and illustrated above, but the embodiments are not limited to these, and various modifications are possible.

For example, in the fifth and sixth embodiments, the case where the system control configuration shown in FIG. 9 is applied has been described, but the system control configuration shown in FIG. 2, FIG. 5, or FIG. 7 is applied. It is also possible to build a system.

Further, for example, in the embodiments illustrated and described above, the description of a failure or a failure is made. However, the description of the failure or the failure of the present invention is not limited to an obvious failure or a failure, but may be used by a user, for example. It can also be applied to a support system and the like, including a situation in which maintenance support is necessary such as not knowing. Of course, the object to be maintained is not limited to the information processing device given as a specific example in the embodiment, and the object is limited to home appliances such as refrigerators and air conditioners, or business equipment such as vending machines. Not a thing.

[0165]

As described above, according to the maintenance management system, the maintenance management method, and the maintenance target user manual of the present invention, points are calculated according to the failure recovery contribution of the action performed by the user when a failure occurs. By performing the management in accordance with the points, the action taken by the user for the failure recovery can be reflected, and the service corresponding to the points can be provided to the user.

Further, since the user can be provided with the service according to his / her failure recovery contribution, the user can expect the effort of the failure recovery process. For example, if the user performs failure recovery processing many times and contributes to the failure recovery, the cost of the user can be reduced by discounting the next maintenance fee, etc. It is possible to reduce the maintenance processing of the maintenance company.

[Brief description of drawings]

FIG. 1 is a system block diagram of a maintenance management system according to a first embodiment of this invention.

FIG. 2 is a flowchart of the maintenance management system according to the first embodiment.

FIG. 3 is a diagram showing a specific example of a relationship between a failure occurrence frequency and a point addition rate among elements of point addition.

FIG. 4 is a system block diagram of a maintenance management system according to a second embodiment of this invention.

FIG. 5 is a flowchart of a maintenance management system according to a second embodiment.

FIG. 6 is a system block diagram of a maintenance management system according to a third embodiment of this invention.

FIG. 7 is a flowchart of a maintenance management system according to a third embodiment.

FIG. 8 is a system block diagram of a maintenance management system according to a fourth embodiment of this invention.

FIG. 9 is a flowchart of a maintenance management system according to a fourth embodiment.

FIG. 10 is a system block diagram of a maintenance management system according to a fifth embodiment of this invention.

FIG. 11 is a system block diagram of a maintenance management system according to a sixth embodiment of this invention.

FIG. 12 is a diagram showing a specific example of the relationship between the number of failures and the point subtraction rate.

FIG. 13 is a flowchart illustrating an example of a method of providing a supplementary service.

FIG. 14 is a diagram showing an example of a maintenance target user manual in which point rules based on a maintenance management method are described.

FIG. 15 is a conceptual diagram of a conventional maintenance system.

[Explanation of symbols]

100, 200, 300, 400, 500, 700 Information processing equipment (maintenance target) 110, 210, 310, 410, 510, 710 Control means 120, 220, 320, 420, 520, 720 Operating means 130, 230, 330 , 430, 530, 730 Output means 140, 240, 340, 440, 540, 740 Input means 150, 250, 350, 450, 550, 750 Notification means 160, 260, 360, 460, 560, 760 Failure determination means 370, 470, 570, 770 Maintenance implementation means 280, 380, 480 Failure recovery procedure management means 190, 290, 390, 490 points Management means 511 Communication control means 600 Management device 610 Control means 611 Communication control means 680 Failure recovery procedure management means 690 points Management means 800 Input / output device 810 Control means 811 Communication control means 840 Input means 850 Notification means 900 Failure information management device 910 Control means 911 Communication control means 980 Failure recovery procedure management means 990 Point management means M Maintenance target user manual

Claims (14)

[Claims] 1. A restoration confirming means for confirming restoration of a failure occurring in a maintenance target, and a point managing means for calculating and managing points based on a predetermined rule for each restoration confirmation of the maintenance target by the restoration confirming means. A maintenance management system characterized by being equipped with. 2. An input means for inputting a failure situation occurring in a maintenance target, a recovery procedure management means for searching a recovery procedure corresponding to the failure situation input from the input means, and an output from the recovery procedure management means. Notification means for notifying a recovery procedure to be performed, a recovery confirmation means for confirming recovery of a failure occurred in the maintenance target after the notification of the recovery procedure by the notification means, and a predetermined rule for each recovery confirmation of the maintenance target by the recovery confirmation means And a point management means for calculating and managing points based on the above. 3. An input means for inputting a failure situation occurring in a maintenance target, a recovery procedure management means for searching a recovery procedure corresponding to the failure situation input from the input means, and an output from the recovery procedure management means. Maintenance execution means for performing maintenance according to the restoration procedure described above, a restoration confirmation means for confirming restoration of a failure occurred in the maintenance target after the maintenance execution by the maintenance execution means, and for each restoration confirmation of the maintenance target by the restoration confirmation means A maintenance management system comprising: a point management unit that calculates and manages points based on a predetermined rule. 4. An information processing device including the input unit, the maintenance execution unit, and the recovery confirmation unit, and a management device including the point management unit and the recovery procedure management unit, via a communication control unit. The maintenance management system according to claim 3, wherein the maintenance management system is connected. 5. The maintenance management system according to claim 4, wherein the communication control means of the information processing apparatus is provided separately from the main body of the information processing apparatus. 6. The maintenance management system according to claim 4, wherein the management device is network-connected to a plurality of the information processing devices. 7. A maintenance execution step for recovering a failure occurred in a maintenance target, a restoration confirmation step for confirming restoration of the maintenance target after completion of the maintenance execution step, and each restoration confirmation of the maintenance target by the restoration confirmation step And a point management step for calculating and managing points based on a predetermined rule. 8. An input step for inputting a failure condition that has occurred in a maintenance target, a recovery procedure management step for searching for a recovery procedure corresponding to the failure condition input in the input step, and an output from the recovery procedure management step. A maintenance execution step for performing maintenance according to the recovery procedure, a recovery confirmation step for confirming the recovery of the maintenance target after completion of the maintenance execution step, and a predetermined rule for each recovery confirmation of the maintenance target by the recovery confirmation step. And a point management step of calculating and managing points based on the maintenance management method. 9. An input step of inputting a failure situation that has occurred in a maintenance target, a first restoration procedure management step of searching for a manual restoration procedure corresponding to the failure situation inputted in the input step, and the first restoration procedure management step. A first maintenance execution step for performing maintenance by manual work in accordance with the manual recovery procedure of the recovery procedure management step, and a first maintenance execution step for confirming recovery of a failure occurring in the maintenance target after the execution of the first maintenance execution step. A second recovery procedure management step of searching for a system recovery procedure of a maintenance target corresponding to the unrecovered failure status by the recovery confirmation step and the unrecovered failure confirmation by the first recovery confirmation step; and the second recovery. Perform maintenance based on the system recovery procedure instructed by the procedure management step. Maintenance execution step, and a second restoration confirmation step for confirming restoration of an unrestored failure situation that has occurred in the maintenance target after execution of the second maintenance execution step, and the first restoration confirmation step or the second restoration confirmation step. Maintenance management method for calculating and managing points based on a predetermined rule for each restoration confirmation of the maintenance target by the restoration confirmation of. 10. The predetermined rule according to claim 7, wherein the points calculated for each restoration confirmation of the maintenance target differ depending on the severity of the failure that has occurred. Maintenance management method. 11. The predetermined rule according to claim 7, wherein the points calculated for each restoration confirmation of the maintenance target differ according to the frequency of failure occurrence.
Maintenance management method described in any of the above. 12. According to the predetermined rule, the points calculated for each restoration confirmation of the maintenance target are different between the failure confirmation by the first restoration confirmation step and the restoration confirmation by the second restoration confirmation step. 10. The maintenance management method according to claim 9, wherein: 13. The maintenance management method according to claim 7, wherein the point management step includes a step of changing a service that can be provided according to the managed points. 14. A maintenance target user manual in which point rules based on the maintenance management method according to claim 7 are described.