JP2003196466A - Management method and program for customer travelling education and maintenance service for electronic device - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an education and maintenance service providing method and program for electronic devices, capable of efficiently providing education and maintenance service for the electronic devices. <P>SOLUTION: A management computer 21 receives an applicant for contract for education and maintenance service transmitted from a customer terminal 31, and selects a person in charge to be assigned according to the requirements about an education program and type of a device, and a fixed schedule on a desired day of the week and time. The management computer 21 displays work for new application on a schedule table and a map showing the position of the customer, and receives selection of the person in charge. The management computer 21 determines the schedule of each person in charge for each work day, receives a reservation change request, and updates the schedule of each person in charge for each work day by again assigning the person in charge. The person in charge travels rounds to provide education and maintenance service to the customer according to the determined schedule. <P>COPYRIGHT: (C)2003,JPO

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a method and program for providing a plurality of predetermined customers who have electronic devices with an educational program regarding the electronic devices and the like and a maintenance service for the electronic devices.

[0002]

2. Description of the Related Art Hitherto, the product education and the operation education concerning electronic devices have been conducted by a group of participants at a venue prepared by an educator. Further, when an electronic device breaks down, the contractor of the maintenance contract visits the contractor of the maintenance contract every time there is a repair request, and repairs the broken electronic device.

[0003]

[Problems to be Solved by the Invention] However, if the trainees gathered at the venue prepared by the educator to conduct product education and operation education, the trainee (customer) would move to the venue, and attend the lecture. Person (customer) feels annoyed and the participation rate decreases. In addition, the repair productivity is low because the repair request is unknown when and where. Furthermore, in such an education / maintenance service implementation method, it is necessary to wait until a request is made, and the education implementation revenue and maintenance implementation revenue are unstable.

The present invention has been made to solve the above problems, and an object of the invention is to educate and educate an electronic device which can efficiently provide an educating and maintaining service for the electronic device.
It is to provide a maintenance service providing method and a program therefor.

[0005]

In order to solve the above-mentioned problems, the invention according to claim 1 provides an education program concerning the electronic device or the like to a plurality of predetermined customers who have the electronic device, and A method for managing a customer patrol education / maintenance service for an electronic device, which provides a maintenance service for an electronic device, comprising: a customer schedule information receiving and storing step in which a computer receives the customer's schedule and stores the schedule in a customer schedule information storing means. A customer location information storing step of storing the customer location information in a customer location information storage means, and a tour route of a person who visits the customer based on the schedule and the location information and provides an education / maintenance service. The gist is that it has a stage for determining a patrol route for making a decision.

According to a second aspect of the present invention, in the method for managing the customer patrol education / maintenance service related to the electronic device according to the first aspect, the computer information in which the computer stores information regarding the model of the person in charge. The computer further comprises a storage unit, and the computer further comprises a device information storage step of storing information on an electronic device owned by the customer in a device information storage unit, and the patrol route determination step includes information about an electronic device owned by the customer and The gist is to determine the patrol route of the person in charge based on the information on the model of the person in charge.

The invention according to claim 3 is the invention according to claim 1 or 2.
The method for managing a customer patrol education / maintenance service for an electronic device as set forth in, further comprising: a progress status acceptance / storage step in which the computer accepts information regarding a progress status of the customer's education program and stores the information in an education progress status storage unit. The step of determining a tour route is to determine a tour route of a person in charge based on information about the progress status of the education program of the customer.

According to a fourth aspect of the present invention, there is provided a patrol education / customer training program for an electronic device according to any one of the first to third aspects.
In the maintenance service management method, the computer has a person-in-charge skill information storage unit that stores information about the skill of the person in charge in relation to the model of the person in charge. The main point is to determine the tour route of the person in charge.

According to a fifth aspect of the present invention, there is provided a patrol education for a customer regarding electronic equipment according to any one of the first to fourth aspects.
In the maintenance service management method, the computer may further include a history information receiving and storing step of receiving history information of maintenance management of the customer's equipment and storing the history information in a maintenance history information storage means, and the patrol route determining step may include the history information. The point is to determine the patrol route of the person in charge based on the information.

According to a sixth aspect of the present invention, there is provided a patrol education for a customer regarding electronic equipment according to any one of the first to fifth aspects.
In the maintenance service management method, the traveling route determining step determines the traveling route having the least travel time as the traveling route of the person in charge based on the schedule and the position information.

According to a seventh aspect of the present invention, there is provided a patrol education / customer training program for an electronic device according to any one of the first to sixth aspects.
In the maintenance service management method, the step of determining a tour route includes a step of displaying a possible tour route on a display means based on the schedule and the position information, and a desired tour route from the possible tour routes. The summary is that it comprises a selection acceptance step of accepting the selection of 1) and a decision step of determining the selected tour route as the tour route of the person in charge.

According to an eighth aspect of the present invention, there is provided a patrol education for a customer regarding electronic equipment according to any one of the first to seventh aspects.
In the maintenance service management method, the computer further comprises a schedule change storing step of receiving a schedule change of the customer and storing the schedule change in the schedule change storing means, wherein the tour route determination step is based on the changed schedule of the customer. The main point is to determine the tour route of the person in charge.

According to a ninth aspect of the present invention, a customer patrol education regarding an electronic device that provides an education program regarding the electronic device and the like and a maintenance service for the electronic device to a plurality of predetermined customers who have the electronic device. A computer for managing maintenance service, based on the customer schedule information storage means for storing the customer's schedule, the customer location information storage means for storing the customer location information, and the schedule and the location information It is a gist to function as a tour route determining means for determining a tour route of a person in charge of providing education / maintenance services by visiting the customer.

According to a tenth aspect of the present invention, in the program according to the ninth aspect, the computer further includes equipment information storage means for storing information regarding electronic equipment owned by the customer, and the person in charge of the person in charge. Make it function as a person in charge information storage means that stores information about the model,
The gist is to cause the patrol route determining means to function as a means for determining a patrol route of the person in charge based on the information on the electronic device of the customer and the information on the model of the person in charge.

The invention according to claim 11 is the program according to claim 9 or 10, wherein the computer is further made to function as an education progress status storage means for storing information regarding the progress status of the education program of the customer. The gist is to cause the tour route determining means to function as a means for determining the tour route of the person in charge based on the information on the progress status of the education program of the customer.

The invention according to claim 12 is the invention according to claims 9 to 1.
In the program according to any one of 1, the computer is further caused to function as a staff skill information storage unit that stores information about a skill of the staff in relation to the model of the staff, and the patrol route determination unit is configured to store the information. The point is to make it function as a means for determining the patrol route of the person in charge based on the information on the skill of the person in charge.

The invention according to claim 13 is the invention as claimed in claims 9 to 1.
In the program according to any one of 2 above, the computer is further caused to function as a maintenance history information storage unit that stores history information of maintenance management of the customer's equipment, and the patrol route determination unit is set to the history information. The point is to make it function as a means for determining the traveling route of the person in charge.

The invention according to claim 14 is the invention according to claims 9 to 1.
In the program according to any one of 3 above, the patrol route determining means is caused to function as a means for determining a patrol route having a minimum travel time as a patrol route of the person in charge based on the schedule and the position information. That is the summary.

The invention according to a fifteenth aspect provides the ninth aspect to the first aspect.
In the program according to any one of 4 above, the patrol route determining means may display a possible patrol route on a display means based on the schedule and the position information, and may be a desired patrol route from among the possible patrol routes. The gist is to function as a means for accepting the selection of the tour route and a means for determining the selected tour route as the tour route of the person in charge.

The invention according to claim 16 is the invention as defined in claims 9 to 1.
In the program according to any one of 5 above, the computer is further caused to function as a schedule change storage unit that receives a schedule change of a customer and stores it in a schedule change storage unit, and the tour route determination unit is configured to perform the change. The gist is to make it function as a means for determining the traveling route of the person in charge based on the schedule of the customer who has been given.

(Operation) According to the invention described in claim 1 or 9, the computer makes a tour route of a person who visits the customer and provides the education / maintenance service based on the customer's schedule and position information. decide. Therefore, it is possible to visit the customer according to the schedule of the customer and efficiently visit the customer.

According to the invention of claim 2 or 10,
The computer determines the patrol route of the person in charge based on the information on the electronic device owned by the customer and the information on the model in charge of the person in charge. Therefore, a person in charge of the electronic device of the customer can be dispatched to the customer customer.

According to the invention of claim 3 or 11,
The computer determines the tour route of the person in charge based on the information regarding the progress of the education program of the customer. Therefore, an appropriate person can be dispatched to the customer according to the progress of the education program.

According to the invention of claim 4 or 12,
The computer determines a patrol route for the person in charge based on information about the skill of the person in charge. For this reason, the person in charge who can respond appropriately can be dispatched to the customer.

According to the invention of claim 5 or 13,
The computer determines the patrol route of the person in charge based on the history information of the maintenance management of the equipment of the customer. Therefore, it is possible to provide the customer with necessary maintenance management that can be predicted from the history of the maintenance officer management of the customer.

According to the invention of claim 6 or 14,
Based on the customer's appointment and location information, the computer
The tour route with the least travel time is determined as the tour route of the person in charge. Therefore, the person in charge can efficiently visit the customer.

According to the invention of claim 7 or 15,
Based on the customer's appointment and location information, the computer
The possible patrol routes are displayed on the display means, and the patrol route selected from them is determined as the patrol route of the person in charge. For this reason, it is possible to determine the patrol route from the possible patrol routes based on the judgment of the person in charge or the person who gives instructions to the person in charge, and the person in charge can patrol the customer with an efficient and more desirable patrol route. .

According to the invention described in claim 8 or 16,
The computer accepts the schedule change of the customer and stores it in the schedule change storage means, and determines the tour route of the person in charge based on the changed schedule. Therefore, the patrol route of the person in charge can be changed in response to the change in the customer's schedule.

[0029]

BEST MODE FOR CARRYING OUT THE INVENTION An embodiment of the present invention will be described below with reference to FIGS. In the present embodiment, when the person in charge visits the customer and provides an education / maintenance service that educates and maintains electronic equipment owned by the customer, the person in charge presets and manages a patrol route that patrols the customer. The method and program will be described. Here, the customer uses the customer terminal 31 to train
By inputting a maintenance service contract application and reservation change request on a web page, the education / maintenance service application data and reservation change data are transmitted to the business entity system 20. The business entity system 20 determines the patrol route of the person in charge based on this. The person in charge visits the customer and, according to the contract for the education and maintenance service that was applied,
We provide educational services and maintenance services for customers' electronic devices.

As shown in FIG. 1, the business operator system 20
Is connected to a customer terminal 31 via the Internet 30. The customer terminal 31 is a computer terminal used by the customer to apply for a contract for an education / maintenance service or change a reservation. Therefore, this customer terminal 31
Performs data input, data transmission / reception with the business operator system 20, and data display. For this reason, the customer terminal 31 includes a control unit (CPU), a storage unit (RAM, ROM, hard disk, etc.), a communication unit, a display unit (for example, a monitor), and an input unit (for example, a keyboard and a mouse) which are not shown. There is.

Further, the business entity system 20 is connected to a person-in-charge terminal 32 via the Internet 30.
The person-in-charge terminal 32 is a computer terminal used by the person-in-charge to confirm the schedule. Therefore, this person-in-charge terminal 32 is used for data input and the business operator system 2
Sends and receives data to and from 0.
Therefore, the person-in-charge terminal 32 uses the control means (C
PU), storage means (RAM, ROM, hard disk, etc.), communication means, display means (eg monitor), input means (eg keyboard or trackball).

The business entity system 20 includes a management computer 21 as shown in FIG. The management computer 21 is a computer having a control unit (CPU), a storage unit (RAM, ROM, hard disk, etc.), a communication unit, a display unit (e.g., monitor), an input unit (e.g., keyboard or mouse), etc., which are not shown. . The management computer 21 executes a program for managing a customer patrol education / maintenance service regarding electronic devices, thereby executing processing for managing a customer patrol education / maintenance service regarding electronic devices. It should be noted that the program for managing the customer patrol education / maintenance service for this electronic device is composed of various programs such as a patrol route determination program. The management computer 21 executes data transmission / reception, data processing described later, and the like by executing these various programs. That is, in the present embodiment, the management computer 21 functions as a patrol route determining means or the like. In addition,
The tour route decision program is a program for a person in charge to decide a schedule for going around a customer.

The management computer 21 includes a customer position information storage unit 22 serving as a customer position information storage unit and an education progress status storage unit, a customer schedule information storage unit 23 serving as a customer schedule information storage unit, a device information storage unit, and maintenance history information. A device information storage unit 24 as a storage unit, a person-in-charge information storage unit, and a person-in-charge information storage unit 25 as a person-in-charge skill information storage unit, a person-in-charge schedule information storage unit 26, and an education program information storage unit 27 are connected to each other. ing.

As shown in FIG. 2, the customer information storage unit 22 stores customer information 220 for each customer who has applied for the education / maintenance service contract. This customer information 220
Is stored when a customer applies for an education / maintenance service contract via a web page. In the present embodiment, the customer information 220 is composed of a customer identifier, a name, a password, an electronic mail address, an address, a latitude, a longitude, an education program identifier, a person in charge identifier, a fixed schedule, steps and an education end program. The customer identifier is an identifier for the management computer 21 to identify a customer, and is assigned by the management computer 21 when making a new application. The name, password, e-mail address, address, educational program identifier, and fixed schedule are set based on the contents input by the customer at the customer terminal 31 when applying for a new application. The password is used to authenticate the customer when the customer accesses the management computer 21 from the customer terminal 31. The e-mail address is used as a destination when the management computer 21 notifies the customer terminal 31 by e-mail. The education program identifier is an identifier for identifying the education program, and the education program identifier for the education program that the customer is currently attending is set. The fixed schedule is a schedule in which the person in charge visits the customer to provide the education / maintenance service, and in the present embodiment, the day of the week and the start time are specified. In addition, latitude and longitude are obtained by a predetermined program based on the address,
Is set. The person-in-charge identifier is an identifier for identifying a person who visits the customer and provides the education / maintenance service. When a new application is made, this person in charge is determined from persons in charge who can be assigned work according to the process described later, and the person identifier of the decided person is set. The step is the next step in the educational program. This step is set to "1" at the time of a new application, and is updated every time the education / maintenance service is provided. The finished education program is the education program identifier of the education program that has already been finished. This end education program is
An education program identifier is set for an education program for which the customer has finished attending the education program.

As shown in FIG. 3, the customer schedule information storage unit 23 stores customer schedule information 230 about the schedule for the customer to receive the education / maintenance service for each customer identifier. The customer schedule information 230 is stored when an application for an education / maintenance service contract is received from the customer, and is updated when the education / maintenance service is provided to the customer or when a reservation change is received from the customer. . In this embodiment, the customer schedule information 230 includes a customer identifier, a next scheduled date, and a next scheduled time. The customer identifier corresponds to the customer identifier of the customer information 220. For the next scheduled date and the next scheduled time, the nearest future date of the day of the week set in the fixed schedule and the time set in the fixed schedule are set based on the setting of the fixed schedule in the customer information 220. When the reservation change data is received, the next scheduled date and the next scheduled time are updated accordingly.

As shown in FIG. 4, the device information storage unit 24 stores the device information 240 about the electronic device owned by the customer.
Is stored for each device owned by the customer. In the present embodiment, the device information 240 includes a customer identifier, a model, a serial number, a purchase date, and a maintenance history. The customer identifier is an identifier for identifying a customer who owns the electronic device, and corresponds to the customer identifier of the customer information storage unit 22. The model is the model of the electronic device owned by the customer. The serial number is the serial number of the model. The purchase date is the date when the customer purchased the model. The maintenance history is the date when the maintenance service is provided and its contents. This device information 2
The 40 customer identifiers, model types, serial numbers, and purchase dates are stored when the application for the education / maintenance service contract is received from the customer. The maintenance history is additionally stored when the maintenance service is provided.

As shown in FIG. 5, the person-in-charge information storage unit 25 stores the person-in-charge information 250 about the person in charge of visiting the customer to provide the education / maintenance service. In the present embodiment, the person-in-charge information 250 includes a person-in-charge identifier, a person-in-charge name, a machine type, a skill, and an education program in charge. The person-in-charge identifier is an identifier for the management computer 21 to identify the person in charge.
The person in charge is the name of the person in charge. The model in charge is a model in charge of the person in charge, and when the person in charge is in charge of a plurality of models, a plurality of models are stored. The skill is a skill for the model in charge of the person in charge, and when a plurality of models are in charge, the skill corresponding to each model is stored. The education program in charge is an education program identifier of the education program in charge of the person in charge. The person-in-charge information 250 is set in advance by an instructor who manages and instructs the person-in-charge schedule from the input unit of the management computer 21.

In the person-in-charge schedule information storage unit 26, as shown in FIG. 6, the person-in-charge schedule information 260 about the schedule of each person who goes around the customer and provides the education / maintenance service includes the work date and the customer identifier. It is stored for each. In this embodiment, the person-in-charge schedule information 260 includes a person-in-charge identifier, a work date,
It is composed of a customer identifier, a scheduled start time, and a scheduled end time. The person-in-charge identifier corresponds to the person-in-charge identifier in the person-in-charge information 250. The work day is a day on which the person specified by the person in charge identifier is scheduled to visit the customer specified by the customer identifier to provide the education / maintenance service. The customer identifier, the scheduled start time, and the scheduled end time are the customer identifier of the customer who is to be visited by the person in charge on the work day, and the scheduled start time and scheduled end time when the customer is visited. In the present embodiment, the management computer 21 accepts a new application and assigns a person in charge, so that the customer schedule information 23
The person-in-charge schedule information 260 is recorded for the work day corresponding to the next scheduled day of 0. This person's schedule information 260 is
When the set work day has passed, the next work day is set according to the fixed schedule of the customer information 220. When the education program that the customer is attending is completed, that is, when the number of steps in the customer information 220 is the same as the number of steps in the corresponding education program information 270, which will be described later, and when the work is completed, the management computer 21 deletes the person-in-charge schedule information 260. Further, when the reservation is changed, the management computer 21 sets the changed work day, the scheduled start time and the scheduled end time as the work day, the scheduled start time and the scheduled end time, and the corresponding person in charge schedules. The information 260 is updated. Management computer 2 if the reservation is canceled
1 is the corresponding work date, the schedule information of the person in charge of the customer identifier 2
For 60, the next work day is set according to the fixed schedule.

The education program information storage unit 27 is shown in FIG.
As shown in, the educational program information 270 about the educational program is stored for each educational program. In the present embodiment, the education program information 270 includes an education program identifier, an education program name, the number of steps, time and level. The number of steps is the number of steps in the education program. Time is the time required for one visit to provide education / maintenance services for the education program. The level is the degree of difficulty of the educational program, and is used when soliciting a similar educational program to the customer. The educational program information 270 is preset.

(New application) Next, in the system configured as described above, the business operator system 20 accepts an application for an education / maintenance service contract from a customer, performs application registration, and sets a schedule of a person in charge. The processing in the case of doing will be described with reference to FIGS. Here, when the management computer 21 receives the application data transmitted from the customer terminal 31 and performs application registration (FIG. 8), the schedule (basic schedule) of the person in charge is set based on the content of the application registration. Description will be given separately for the stage of determination (FIGS. 9 to 11).

First, the processing procedure at the stage where the management computer 21 receives the application data transmitted from the customer terminal 31 and performs application registration will be described with reference to the flowchart shown in FIG. 8 and the display screen shown in FIG.

As shown in FIG. 8, first, the customer accesses the management computer 21 from the customer terminal 31 and conducts education / training.
A request for transmitting a display screen for application for a maintenance service contract is transmitted (S1-1). Upon receiving this, the management computer 21 assigns a temporary customer identifier (S1-
2) Send a password input screen (not shown) for entering the password to the customer terminal 31 (S1-
3). Upon receiving the password input screen, the customer terminal 31 displays it on the display means of the customer terminal 31.
On this password input screen, the assigned temporary customer identifier is displayed. The customer inputs the password on the password input screen and transmits the temporary customer identifier and the password from the customer terminal 31 to the management computer 21 (S1-4). Upon receiving this, the management computer 21 transmits the display screen 40 for applying for the contract of the education / maintenance service shown in FIG. 13 to the customer terminal 31 (S).
1-5). The customer terminal 31 displays this display screen 40 on the display means.

As shown in FIG. 13, a display screen 40 for applying for a contract for education / maintenance service includes a customer name input box 41, an e-mail address input box 42, an address input box 43, a used device selection box 44, 45,
Education program selection box 46, day selection box 4
7. A time selection box 48 and an OK button 49 are provided. Regarding the equipment to be used, in the present embodiment, the equipment to be used by the customer is selected for the personal computer and the printer. In the education program selection box 46, the customer selects the education program for which he / she applies. In the day of the week selection box 47 and the time selection box 48, the day of the week and the start time for the customer to attend the educational program are selected, respectively. The OK button 49 is clicked when transmitting the application data having the input information to the management computer 21.

In this example, the customer name input box 41 is "small xx" and the electronic mail address input box 42 is "○".
"○ @@ aaa.ne.jp" and "Shibuya-ku, Tokyo ..." are entered in the address input boxes 43, "AA102" in the equipment selection box 44, "BB111" in the equipment selection box 45, and education. “A101 Internet Beginner” is selected in the program selection box 46. Also, in the day selection box 47, "Tuesday",
"17:00" is selected in the time selection box 48, respectively. Here, when the OK button 49 is clicked, the customer terminal 31 transmits the application data having the information input on the display screen 40 to the management computer 21 (S1-6).

Upon receiving the application data, the management computer 21 performs application registration based on the received application data (S1-7). That is, the management computer 2
1 records the assigned temporary customer identifier, the name, the password, the e-mail address, the address, the education program identifier, the day of the week and the start time as the fixed schedule in the customer information storage unit 22. Further, the management computer 21 obtains the latitude and longitude by a predetermined program based on the address and records the latitude and longitude in the customer information storage unit 22. Furthermore, the management computer 21
Is based on the fixed schedule and today's date,
Customer schedule information 230 is recorded for the date of provision of the first education / maintenance service.

Next, the management computer 21 performs a process for determining the schedule of the person in charge based on the contents of the application registration. The procedure of this process is shown in the flowcharts of FIGS. 9 to 11, the explanatory diagram of FIG. 12, and FIGS.
A description will be given according to the display screen shown in FIG.

As shown in FIG. 9, the management computer 21
Performs the person-in-charge candidate selection process for the person who is recorded in the customer information storage unit 22 by the application registration and whose person in charge has not been decided yet, and selects the person-in-charge candidate (S2).
-1). This person-in-charge candidate selection processing will be described with reference to the flowchart shown in FIG.

As shown in FIG. 10, first, the management computer 21 extracts one person in charge information 250 of the person in charge of the designated educational program (S3-1), and when it is extracted (S3-). (YES in step 2), go to step 3-3. Then, the management computer 21 determines whether the person in charge is in charge of the designated model, that is, whether the extracted model of the person information 250 is the same as the model of the device information 240 corresponding to the customer information 220. (S3-
3). When the person in charge is in charge of the designated model (YES in S3-3), the management computer 21 determines whether the person in charge has sufficient skills (S3-).
4). In this embodiment, as described above, the skill is
The person-in-charge information 250 is set for each model in charge. Then, when the skill of the person in charge is sufficient (YES in S3-4), the management computer 21 considers the scheduled time of the person in charge and determines the time for determining whether the work can be assigned to the person in charge. An examination process is performed (S3-5). This time examination process will be described with reference to the flowchart shown in FIG.

As shown in FIG. 11, the management computer 2
First, the first judges whether or not the schedule of the person in charge of the newly requested desired schedule of the education / maintenance service is free (S4-1).

Specifically, the management computer 21 extracts, in the customer information storage unit 22, a fixed schedule of the customer information 220 whose staff identifier is the staff identifier of the staff. As described above, this fixed schedule includes the day of the week and the scheduled start time. Further, the management computer 21 obtains the scheduled end time based on the scheduled start time. The time for providing the education / maintenance service for one visit is set in advance as the time of the education program information 270 for each education program. The management computer 21 determines the schedule set by the person in charge based on the day of the week, the scheduled start time, and the scheduled end time thus obtained. Here, the management computer 21
Is based on the day of the week set in the fixed schedule as the desired schedule for the newly applied education and maintenance service.
Customer information for which the day of the week is set as a fixed schedule 22
Only 0 is targeted.

Then, it is checked whether or not there are those whose scheduled end time is after the scheduled start time of the new application and whose scheduled start time is before the scheduled end time of the new application. Then, when there is no one that satisfies the above conditions, that is, when the schedule of the person in charge is free (YES in S4-1), the management computer 21
Then, the process proceeds to step S4-2. On the other hand, when the corresponding item exists, that is, when the schedule of the person in charge is not available (NO in S4-1), the time examination process is ended for the person in charge.

FIG. 12 is an explanatory diagram of the work schedule whose scheduled end time is after the scheduled start time of the new application and whose scheduled start time is before the scheduled end time of the new application. Here, the work schedule is shown in time series, and the work of new application is N. The scheduled start time of the work N for this new application is shown by Ns, and the scheduled end time is shown by Ne. Further, the work schedules corresponding to the corresponding days of the week, which are obtained based on the fixed day of the week and the setting of the start time of the customer information 220, are indicated by A to F, and the scheduled start times of these are A to F.
s to Fs and scheduled end times are indicated by Ae to Fe, respectively.

Scheduled end time (Ae, Be, Ce, De)
12 is after the scheduled start time (Ns) of the new application and the scheduled start time (As, Bs, Cs, Ds) is before the scheduled end time (Ne) of the new application. Schedules A, B, C and D correspond. On the other hand, if the scheduled end time is before the scheduled start time of the new application, or if the scheduled start time is after the scheduled end time of the new application, the above condition is not satisfied. That is, the work schedule E (scheduled end time (Ee) before the scheduled start time (Ns) of the new application) and the scheduled work F (scheduled start time (Fs) shown in FIG. 12 are the scheduled end time (Ne) of the new application. Work schedules such as the following) do not correspond to the above conditions. That is,
When there is a work schedule corresponding to any of the work schedules A, B, C, and D, the management computer 21 determines that the person in charge has no schedule. On the other hand, for the person in charge of this processing, if there is no customer information 220 that matches the day of the fixed schedule, but there is no job scheduled to meet the above conditions, the management computer 21 , Judge that the person in charge has no schedule.

At step 4-2, the management computer 21 obtains the moving time to the new application work position according to the route search program (S4-2). In the calculation of the movement time here, in order to arrive at the work start position of the new application at the scheduled start time, the movement start time at which the movement should be started is obtained from each position. The above-mentioned respective positions refer to the work position of the work immediately before when the person in charge has a work schedule before the work of the new application, and there is no work schedule before the work of the new application. In this case, it means the position of the departure point of the person in charge of the work. It should be noted that the management computer 21 determines whether a new application is made depending on whether or not there is a work schedule whose work start time is earlier than the work start time of the new application, in which the work staff member identifier is not set for the work day. Before you work, determine whether you have a work plan. Then, when there is a work schedule before the work of the new application, the management computer 21 obtains the moving time from the work position of the work immediately before to the work position of the work of the new application. Further, when there is no work schedule before the new application work, the management computer 21 obtains the moving time from the position of the departure point to the work position of the new application work. Then, the management computer 21 obtains the time when the movement should be started (movement start time) based on those moving times.

Here, the work position of the immediately preceding work means a position specified by the latitude and longitude in the customer information storage unit 22 for the customer corresponding to the immediately preceding work. On the other hand, the position of the departure point is the position of the center that provides education / maintenance services, and its latitude and longitude are stored in advance in association with the map. On the other hand, the work position of a new application refers to the position specified by the latitude and longitude in the customer information storage unit 22 for the customer corresponding to the new application.

Next, the management computer 21 determines whether or not a new work can be moved to the work position. That is, the management computer 21 determines whether or not the possible movement start time at which the person in charge can start the movement is before the movement start time obtained as described above (S4-3). This possible movement start time is the scheduled end time of the immediately preceding work when there is a work schedule before the work of the new application. On the other hand, when there is no work schedule before the new application work, the possible movement start time is a predetermined scheduled departure time. Here, the management computer 21
When the movement start possible time is before the movement start time, it is determined that the movement is possible, and when the movement start possible time is after the movement start time, it is determined that the movement is impossible. When it is possible to move (YES in S4-3), the management computer 21 moves to step 4-4. On the other hand, when it is not possible to move (NO in S4-3), the management computer 21
Ends the process.

In step 4-4, the management computer 21 determines whether the person in charge has a work schedule next to the work schedule for new application. Whether or not there is the next work is determined by checking whether or not there is a work schedule for the person in charge after the scheduled end time of the new application. Specifically, regarding the person in charge,
The judgment is made based on whether or not there is the customer information 220 from which the work schedule whose schedule start time is after the scheduled end time of the new application exists. For the person in charge, if there is customer information 220 that guides the work schedule whose scheduled start time is after the scheduled end time of the new application, it is determined that there is the next work. On the other hand, if there is no customer information 220 to which the work schedule whose scheduled start time is after the scheduled end time of the new application is present for that person code, it is determined that there is no next work. Here, when there is no next work (N in S4-4
O), the management computer 21 proceeds to step S4-7.

On the other hand, if there is the next work (Y in S4-4).
ES), the management computer 21 obtains the moving time from the newly applied work position to the next work scheduled work position according to the route search program. Specifically, the management computer 21 identifies the work schedule with the earliest scheduled start time among the work schedules whose scheduled start time is after the scheduled end time of the new application as the work schedule next to the newly applied work schedule. Then, the moving time from the work position of the new application to the work position of the next work is obtained. In the calculation of the movement time here, the movement start time at which the work position of the new application should depart in order to arrive at the work position of the next work at the scheduled start time is obtained. (S4-5).

Next, the management computer 21 determines whether or not the next work can be moved to the work position. That is, the management computer 21 determines whether or not the movement start possible time at which the person in charge can start movement is before the movement start time obtained as described above (S4-6). If the scheduled end time of the new application is before the movement start time (YES in S4-6), it is determined that the movement is possible, and the process proceeds to step S4-7. On the other hand, if the scheduled end time of the new application is after the movement start time (NO in S4-6), it is determined that the movement is impossible, and the time examination process ends.

Then, in step 4-7, the management computer 21 selects the person in charge as the person in charge and finishes the time examination process. In this way, the management computer 21 finishes the time examination process for the person in charge of the extracted person in charge information 250, and proceeds to step S3-
Go to 1. That is, step S3-1 to step S3-
By the process of 5, it is judged whether or not it is possible to assign the work to one of the persons in charge of the designated educational program, and if it is possible, that person becomes a candidate for the work. Selected.

Then, the management computer 21 performs the person-in-charge candidate selection processing on the person-in-charge information 250 of all the persons in charge of the designated education program. Next, the management computer 21 determines whether a person in charge candidate has been selected in the person in charge candidate selection process (S2-2). Then, if the person in charge is selected (YES in S2-2), the management computer 21 causes the post-addition schedule table 82 of the display screen 80 shown in FIG.
The schedule with the work schedule for new application added is displayed on the selected candidate person in charge (S2-3).

The display screen 80 shown in FIG. 15 displays the schedule before and after the addition for the person in charge corresponding to the designated educational program and model. Here, the educational program “A113”, model “AA103, BB0
The customer of "1" is fixed schedule "Tuesday, 14:00
It is displayed when added with "~". As shown in FIG. 15, the display screen 80 displays the pre-addition schedule table 8
1, a post-addition schedule table 82, a ranking display 85, a person-in-charge selection button 86, and a decision button 87 are provided. The pre-addition schedule table 81 displays the schedule of each person in charge when the work schedule for new application is not added. The post-addition schedule table 82 displays each of the persons in charge, and displays the schedule when a new application work schedule is added to the person in charge selected in the above process. Then, on the left side of the schedule of the selected person-in-charge candidates, a person-in-charge selection button 86 is displayed, and a rank display 85 is displayed in order from the one having a short moving time before and after the new application work schedule. Here, when a person in charge is selected by the person in charge selection button 86 and the decision button 87 is clicked, the person in charge selected by the person in charge selection button 86 is decided as the person in charge of the new application. ing.

Here, the educational program identifier "A11"
3 ”educational program and model“ AA103, BB0
As the person in charge of "1", "○○○ ro", "Thu ○○"
"Child" and "○ mori ○ ko" are extracted and displayed. In the pre-addition schedule table 81, the schedules before the addition of the fixed schedule of the customer with the customer identifier “109” are displayed for these persons in charge. In the post-addition schedule table 82, among those persons in charge, the persons to whom the fixed schedule work of the customer with the customer identifier “109” can be assigned are displayed when the fixed schedule is added. . A work time display 83 and a moving time display 84 are displayed on each of the schedule tables 81 and 82. The working time display 83 is displayed in pink and the moving time display 84 is displayed in yellow green. Here, it is possible to assign a fixed schedule of the customer with the customer identifier "109" to the persons in charge "○○○○" and "○ mori ○ ko", and the scheduled start time "1"
The fixed schedule of the customer with the customer identifier “109” at “7:00” and the scheduled end time “18:00” is additionally displayed. In addition, the person in charge "○○○ ro", "○ mori ○ ko"
The travel time to the work position of the customer with the customer identifier “109” is 10 minutes and 30 minutes, respectively, and the travel time display 84 indicating the travel time is displayed.
Further, the moving time for the next work of the new application of the customer with the added customer identifier “109” is recalculated, and the moving time display 84 is displayed again. In each of the schedule tables 81 and 82, the working time display 83 and the moving time display 84 are displayed in increments of 15 minutes. The working time display 83 for the customer with the added customer identifier “109” is red, and the moving time display 84 before and after it is 84.
Are displayed in blue respectively. In addition, the person in charge "○ field ○
"Ruro" and "○○○○" are displayed on the left side of the post-addition schedule table 82 in the order display 85 and the person-in-charge selection button 8
6 is displayed. Here, the order display 85 is "1" for the person in charge "○○○" based on the travel time.
"2" is displayed for each "○ mori ○ ko".

On the other hand, when deciding the person in charge from the person in charge, the work instructor confirms the customer's position on the position display map 61 on the display screen 60 shown in FIG. 14 and decides the person in charge. You can do it.

As shown in FIG. 14, the display screen 60 has a position display map 61. A customer position display 62 is displayed on the position display map 61 and indicates the position of the customer. Further, the display screen 60 shows the fixed schedule selection button 6
3, a fixed schedule selection box 64, a date designation selection button 65, and date selection boxes 66 and 67 are provided. Each of the selection buttons 63 and 65 is a radio button, and one of them can be selected. When the fixed schedule selection button 63 is selected, the fixed schedule selection box 64 needs to be input, and the date designation selection When button 65 is selected, date selection boxes 66, 6
Input to 7 is required. Further, the display screen 60 has a full display selection button 68, a person in charge selection button 69, a person in charge selection box 70, a model / education program selection button 7.
1, a model selection box 72, an education program selection box 73, and a display execution button 74. Each of the selection buttons 68, 69, 71 is a radio button, and any one of them can be selected.

Next, a method of displaying the position display map 61 will be described. On the position display map 61, a map is displayed by a map file in bitmap format which is stored in the management computer 21 in advance. A customer position display 62 is displayed on the position display map 61. Position display map 6
The position of the customer position display 62 on 1 is the customer information storage unit 22.
It is obtained by converting the latitude and longitude stored in (4) into (x, y) information indicating which point (coordinates) the position is in the bitmap format map file. Then, the management computer 21 displays the customer position display 62 on the position display map 61 based on the (x, y) information thus obtained. The customer position display 62 displays the customer identifier of the customer information storage unit 22.

If the user selects the fixed schedule selection button 63 and selects "Tuesday" in the fixed schedule selection box 64, the customer whose fixed schedule is Tuesday is targeted. For example, here, the all display selection button 68
When is selected, all customer position displays 62 are displayed for customers whose fixed schedule is Tuesday. Here, the model / education program selection button 71 is selected, "AA1 *, B *" is selected in the model selection box 72, and "A *" is selected in the education program selection box 73. Therefore, here, the model code is "AA
Only customers who own a model starting with "1" or "B" and have selected an educational program whose educational program identifier starts with "A" are displayed. It should be noted that the management computer 21 selects a customer for whom the customer position display 62 is to be displayed, based on the fixed schedule day of the customer information 220. Further, the management computer 21 causes the customer position display 62 to blink for a new application customer. Here, the customer position display 62 for the customer with the new application customer identifier “109” is displayed in a blinking manner.

On the other hand, when the date designation selection button 65 is selected and the date is selected in the date selection boxes 66 and 67, the schedule of the selected date is displayed, which will be described later.

The work instructor confirms the position of the customer position display 62 on the position display map 61 and determines the person in charge who is assigned the work for the new application. Then, when the work instructor selects, on the display screen 80, the person-in-charge selection button 86 for the person in charge who is assigned the work for the new application and clicks the decision button 87, the customer terminal 31 displays the person in charge of the selected person in charge. The person-in-charge determination data having the identifier is transmitted to the management computer 21. Here, the person-in-charge selection button 86 for the person in charge "○○○ rou" is selected. Then, the management computer 21 receives the person-in-charge determination data and accepts the person-in-charge selection (S2-4). Then, the management computer 21 determines a worker in accordance with the received selection (S2-5). That is, the management computer 21 uses the customer information 22 of the customer.
For 0, the person-in-charge identifier of the selected person in charge is set. Here, the person in charge "○○○" is assigned the customer identifier "1".
09 ”customer. Further, the management computer 21 records the staff schedule information 260 for the next work day based on the fixed schedule of the corresponding customer information 220.

Next, the management computer 21 displays a display screen (not shown) showing the confirmed schedule on the display means of the management computer 21 (S2-6). Then, the management computer 21 generates an e-mail notifying that the schedule has been determined, sets the e-mail address of the customer information storage unit 22 as the destination, and transmits it to the customer terminal 31 (S2-7).

On the other hand, in the processing for selecting the candidate for the person in charge,
When no person in charge is selected (N in S2-2)
O), the management computer 21 generates an e-mail requesting the customer to change the schedule. Then, the management computer 21 sends the email to the customer information storage unit 2
The e-mail address of No. 2 is set as the destination and transmitted to the customer terminal 31 (S2-8).

As described above, when there is a person in charge who can be assigned, the person in charge is assigned and the customer is notified that the schedule has been decided. On the other hand, if there is no assignable person, the customer is requested to change the schedule of the customer.
When the customer can change the schedule to assign the person in charge, the person in charge of the fixed schedule is assigned from the assignable persons. In this way, the basic schedule of the person in charge who is assigned the work of the new application is determined.

(Reservation change) As described above, the person in charge is assigned according to the fixed schedule of the customer, and the basic schedule of the person in charge is determined. However, due to the customer's convenience, education / maintenance of the scheduled date based on the fixed schedule is performed. You may want to cancel a service reservation or change your reservation. In such a case, the management computer 21
Accepts a reservation change request input at the customer terminal 31 and changes the reservation content. This reservation change process will be described with reference to the flowcharts shown in FIGS. 9 to 11 used in the above description of the new application, the flowchart shown in FIG. 16, and the display screens shown in FIGS. 17 and 18. Here, the management computer 21 is the customer terminal 3
In the step of receiving the reservation change data transmitted from No. 1 and recording the reservation change request (FIG. 16), and in the step of determining the schedule of the person in charge regarding the desired date of the reservation change based on the contents of the reservation change request. I will explain separately.

First, the management computer 21 receives the reservation change data transmitted from the customer terminal 31 and records the reservation change request in the processing procedure according to the flowchart shown in FIG. 16 and the display screen shown in FIG. To do.

As shown in FIG. 16, first, the customer accesses the management computer 21 from the customer terminal 31, inputs the customer identifier and the password, and sends a request to send a display screen for changing the reservation of the educational program. (S5-
1). Upon receiving this, the management computer 21 stores the received customer identifier and password in the customer information storage unit 22.
The customer authentication is performed by collating with the customer identifier and password of (S5-2). Then, when the management computer 21 authenticates the customer, it transmits the display screen 100 for changing the reservation shown in FIG. 17 to the customer terminal 31 (S5-3). When the customer terminal 31 receives this, the display screen 100
Is displayed on the display means.

As shown in FIG. 17, on the display screen 100 for changing the reservation, the educational program in attendance, the fixed schedule and the next schedule are displayed. Further, this display screen 100 has a reservation cancel selection button 101,
Reservation change selection button 102, desired reservation date selection box 1
03, 104, desired reservation time selection box 105 and O
A K button 106 is provided. The reservation cancel selection button 101 is selected when canceling the next reservation. The reservation change selection button 102 is selected when changing the next reservation. Also, the reservation change selection button 10
If you select 2, the desired reservation date selection box 10
It is necessary to select the date and time in 3, 104 and the desired reservation time selection box 105, respectively. In addition,
The date can be input to the desired reservation date selection boxes 103 and 104 within one week from the input date.

Here, if the customer selects either the reservation cancel selection button 101 or the reservation change selection button 102 and the reservation change selection button 102,
When a selection is made in each of the selection boxes 103, 104 and 105 and the OK button 106 is clicked, the customer terminal 31
Reservation change data having information on the input contents is transmitted to the management computer 21 (S5-4). For example, here, the reservation change selection button 102 is selected, and "11" month and "2" are selected in the desired reservation date selection boxes 103 and 104 and the desired reservation time selection box 105, respectively.
It is assumed that “8” day and “14:00” are selected. Upon receiving the reservation change data, the management computer 21 receives the customer schedule information 23 based on the reservation change data.
0 is updated (S5-5). That is, when input as described above, the customer schedule information 230 of the corresponding customer identifier
For, the next scheduled date is set to “11/28” and the next scheduled time is set to “14:00”. On the other hand, when the reservation cancel selection button 101 is selected, the reservation change data has information to cancel the next scheduled reservation. In this case, the customer schedule information 23 of the corresponding customer identifier
For 0, the next scheduled date is set according to the fixed schedule of the corresponding customer information 220.

Next, the management computer 21 performs a process for determining the schedule of the person in charge based on the reservation change information. The procedure of this process is different only in that the fixed schedule is determined in the case of the new application described above, but only the schedule is determined for the desired change date of the reservation change. This will be described with reference to the flowchart shown in FIG. Further, FIG. 18 shows a display screen showing a schedule table displayed on the display means of the management computer 21.

As shown in FIG. 9, the management computer 21
Performs the person-in-charge candidate selection process for the person who has been recorded as the reservation change information and whose person in charge has not been decided yet, and selects the person-in-charge candidate (S2-1). This person-in-charge candidate selection processing will be described with reference to the flowchart shown in FIG.

As shown in FIG. 10, first, the management computer 21 extracts one person in charge information 250 of the person in charge of the designated education program (S3-1), and when it is extracted (S3-). (YES in step 2), go to step 3-3. Then, the management computer 21 determines whether the person in charge is in charge of the designated model, that is, whether the extracted model of the person information 250 is the same as the model of the device information 240 corresponding to the customer information 220. (S3-
3). When the person in charge is in charge of the designated model (YES in S3-3), the management computer 21 determines whether the person in charge has sufficient skills (S3-).
4). In this embodiment, as described above, the skill is
The person-in-charge information 250 is set for each model in charge. Then, when the skill of the person in charge is sufficient (YES in S3-4), the management computer 21 considers the scheduled time of the person in charge and determines the time for determining whether the work can be assigned to the person in charge. An examination process is performed (S3-5).

This time examination process is the same as that of the above-mentioned new application except that the schedule of the desired change date of the reservation change is examined. That is, the management computer 21 performs the process according to the flowchart shown in FIG. 11 as in the case of the new application described above. And here,
Unlike the case of the new application described above, the person in charge assigns the scheduled start time and scheduled end time of the person-in-charge schedule information 260 whose work date is the desired change date of the reservation change. It is used to judge whether it is possible.

When the time examination process is completed, the management computer 21 proceeds to step S3-1. That is, by the processing of steps S3-1 to S3-5, for one of the persons in charge of the designated educational program,
A determination is made as to whether the work can be assigned, and if so, the person in charge is selected as a candidate for the work.

Then, the management computer 21 performs the person-in-charge candidate selection processing on the person-in-charge information 250 of all the persons in charge of the designated education program. Next, the management computer 21 determines whether a person in charge candidate has been selected in the person in charge candidate selection process (S2-2). Then, if the person in charge is selected (YES in S2-2), the management computer 21 causes the post-addition schedule table 12 on the display screen 120 shown in FIG.
The schedule in which the work schedule of the reservation change is added is displayed on the selected candidate person in charge (2).
3).

The display screen 120 shown in FIG. 18 displays the schedules before and after the addition regarding the person in charge corresponding to the designated educational program and model regarding the desired date of the reservation change. Here, the educational program "A1
11 ”and the model“ AA103, BB01 ”,
January 28, 14: 00- ”is displayed. As shown in FIG. 18, the display screen 120 is
Pre-addition schedule table 121, post-addition schedule table 1
22, a ranking display 125, a person-in-charge selection button 126, and a decision button 127 are provided. Schedule before addition 1
Reference numeral 21 displays the schedule of each person in charge when the work schedule for reservation change is not added. Schedule after addition 1
22 displays each of the persons in charge, of which
The schedule when the work schedule of the reservation change is added is displayed for the person in charge selected in the above process. Then, on the left side of the schedule of the selected staff candidate, a staff selection button 126 is displayed, and a rank display 125 is displayed in order from the shortest moving time before and after the work schedule of the reservation change. Here, a person-in-charge selection button 126
When the person in charge is selected and the decision button 127 is clicked, the person selected by the person in charge selection button 126 is decided as the person in charge of the new application work.

Here, the educational program identifier "A11"
1 ”educational program and model“ AA101, BB0
As the person in charge of "1", "○○○ ro", "Thu ○○"
"Child" and "○ mori ○ ko" are extracted and displayed. The pre-addition schedule table 121 displays the schedules before the reservation change of the customer with the customer identifier “101” is added to these persons in charge. In the post-addition schedule table 122, among those persons in charge, a schedule to which the work of the reservation change is added is displayed for the person in charge who can assign the work of the reservation change of the customer with the customer identifier “101”. ing. Schedule table 12
1, 122, a working time display 123 and a moving time display 124 are displayed. Working time display 123 is pink
The travel time display 124 is displayed in yellow green. Here, it is possible to assign the work of the reservation change of the customer with the customer identifier “101” to the persons in charge “○○○ ro” and “○ mori ○ ko”, and the scheduled start time “14:
00 ”, scheduled end time“ 15:00 ”, customer identifier“ 1 ”
The customer's reservation change work of "01" is added and displayed. Further, regarding the persons in charge “○○○ ro” and “○ mori ○ ko”, the travel time to the work position of the customer with the customer identifier “101” is 45 minutes and 15 minutes, respectively. Each time display 124 is displayed. Further, the moving time for the work next to the work for changing the reservation of the customer with the added customer identifier “101” is recalculated, and the moving time display 124 is displayed again. In each schedule table 121, 122, the work time display 12
3 and the moving time display 124 are advanced every 15 minutes. The working time display 123 for the customer with the added customer identifier “109” is displayed in red, and the moving time display 124 before and after that is displayed in blue. Also,
A ranking display 125 and a person-in-charge selection button 126 are displayed on the left side of the post-addition schedule table 122 for the persons in charge “○○○ rou” and “○ mori ○ ko”. here,
The ranking display 85 indicates that the person in charge "○ field ○" is based on the travel time.
"2" is displayed for "ro" and "1" is displayed for "○ mori ○ ko".

On the other hand, when deciding a person in charge from the person in charge candidates, the work instructor displays the position of the customer on the position display map 61 on the display screen 60 shown in FIG. You can confirm and determine the person in charge.

Here, when the date designation selection button 65 is selected and a date is selected in the date selection boxes 66 and 67, the schedule of the selected date is displayed. For example, when the date designation selection button 65 is selected and "11" month "28" day is selected in the date selection boxes 66 and 67, the customer position display 62 for the November 28 schedule is displayed.
Is displayed. Here, when the all display selection button 68 is selected, the customer position display 62 is displayed for all the customers scheduled to visit by the person in charge on November 28. Also, select the model / education program selection button 71,
When "AA1 *, B *" is selected in the model selection box 72 and "A *" is selected in the education program selection box 73, the model code starts with "AA1" or "B" and the education program identifier is " Only customers who have selected an educational program starting with "A" will be displayed. The management computer 21 determines the customer for whom the customer position display 62 is to be displayed, based on the person-in-charge schedule information 260. Further, the management computer 21 causes the customer position display 62 to blink for the customer whose reservation has been changed. Here, the customer position display 62 (not shown) for the customer with the customer identifier “101” who desires to change the reservation is displayed in a blinking manner.

The work instructor confirms the position of the customer position display 62 on the position display map 61 and determines the person in charge who is assigned the work for changing the reservation. Then, the work instructor selects, on the display screen 120, the person-in-charge selection button 126 for the person in charge who is to be assigned the work for changing the reservation, and the enter button 1
When 27 is clicked, the customer terminal 31 transmits the person-in-charge determination data of the reservation change having the person-in-charge identifier of the selected person in charge to the management computer 21. Here, the person-in-charge selection button 126 for the person-in-charge "Omori ○ child" is selected. Then, the management computer 21 receives the person-in-charge determination data for the reservation change and accepts the person-in-charge selection (S2-4). Then, the management computer 21 determines a worker in accordance with the received selection (S2-5). That is, the management computer 21
Is the person-in-charge schedule information 2 corresponding to the customer identifier of the customer.
For 60, the person-in-charge identifier of the selected person in charge is set. Here, the person in charge "Oko Mori" is determined as the person in charge of the customer with the customer identifier "101" for the reservation change. In this staff schedule information 260, the next scheduled date of the customer schedule information 230 of the corresponding customer identifier is set as the work day. Further, as the scheduled start time and scheduled end time, the next scheduled time of the customer scheduled information 230 and the next scheduled end time obtained therefrom are set. Next, the management computer 21 displays a display screen (not shown) showing the confirmed reservation change schedule on the display means of the management computer 21 (S2-6). Then, the management computer 21 generates an email notifying that the reservation change of the schedule has been decided,
The e-mail address of the customer information storage unit 22 is set as the destination and transmitted to the customer terminal 31 (S2-7).

On the other hand, in the processing for selecting the person in charge,
When no person in charge is selected (N in S2-2)
O), the management computer 21 generates an e-mail requesting the customer to change the reservation change schedule. Then, the management computer 21 sets the electronic mail as the destination of the electronic mail address of the customer information storage unit 22 and transmits the electronic mail to the customer terminal 31 (S2-8).

As described above, when there is a person in charge who can be assigned, the person in charge is assigned from the persons in charge and the customer is notified that the schedule for changing the reservation has been decided. . On the other hand, if there is no assignable person, the customer is notified that the schedule could not be changed as desired by the customer and that the request for changing the reservation is requested to be changed. Then, when the customer can change the contents of the reservation change request to assign the person in charge, the person in charge of the work is assigned from the assignable persons. In this way, the schedule of the day to which the work for changing the reservation is assigned is determined for the person in charge who is assigned the work for changing the reservation.

(Customer patrol by the person in charge) Each person in charge is
The customer is patrolled according to the schedule for each work day set as described above. In the present embodiment, reservation changes and cancellations are accepted until the day before, and on the day before each person in charge departs, each person is notified of his / her schedule for the day. Also, the schedule can be confirmed by accessing the management computer 21 from the person-in-charge terminal 32, and each person in charge can check his / her own schedule on the go.

Then, each person in charge makes a round when visiting the customer.
For each customer, we will educate the customer about the electronic equipment according to the contracted educational program of the education and maintenance service, and also inspect and maintain the electronic equipment owned by the customer. Then, the person in charge inputs the result of the inspection and maintenance work at the person in charge terminal 32. Further, next time, when a person with high skill needs to respond, the person in charge inputs it to the person in charge terminal 32 as a result of the inspection and maintenance work. Then, the person-in-charge terminal 32 transmits the data regarding the inspection and maintenance to the management computer 21. When the management computer 21 receives the data regarding the inspection and maintenance, the management computer 21
The maintenance history is additionally recorded in the device information storage unit 24. This maintenance history can be referred to when the work instructor assigns a person in charge. When it is necessary for a person with high skill to deal with the maintenance history, a person with sufficient skill is assigned based on the skill in the person information storage unit 25.

As described above, according to this embodiment, the following effects can be obtained. -In the said embodiment, the management computer 21 selects the person in charge according to the educational program and model about the received new application. Therefore, it is possible to assign a person in charge who is suitable for the education / maintenance service required by the customer.

In the above embodiment, the person in charge is assigned to the customer. Therefore, basically, each customer can receive the education / maintenance service by the same person in charge each time.

In the above embodiment, the management computer 21 displays the schedule of the person in charge of the educational program and model specified in the new application. Then, the schedule when the newly applied work is assigned to the person who can assign the work is displayed.
Therefore, the work instructor can confirm the schedule of the person in charge of the designated education program and model and the schedule when the work is assigned, and can decide the person in charge to assign the work of the new application.

In the embodiment described above, the management computer 21 displays the customer position display 62 on the position display map 61 by designating all cases or a person in charge, a model and an education program according to a fixed schedule for each day of the week. Display it. Therefore, the work instructor can confirm the position of the customer corresponding to the condition and assign the person in charge according to the fixed schedule for each day of the week.

In the above embodiment, the fixed schedule for each day of the week is determined, the reservation change is accepted, and the schedule of the person in charge is determined for each work day. For this reason,
If the customer wants to change the reservation based on a fixed schedule, we can provide education and maintenance services on a schedule that meets the customer's wishes.

In the above embodiment, in the case of reservation change,
According to the customer's education program and model, a person in charge of the customer is newly decided from among the persons in charge of them when the reservation is changed. Therefore, the possibility that the customer can provide the education / maintenance service on the schedule for which the reservation change is desired is higher than that in the case where one fixed person in charge is in charge.

In the above embodiment, the person in charge visits the customer and provides the education / maintenance service. Therefore, the customer does not have to travel to the educational location. In addition, because maintenance services are provided during regular visits in accordance with the educational program, whenever maintenance services become necessary,
There is no need to send a person in charge. Therefore, the productivity of the maintenance service is increased.

In the above-described embodiment, the equipment is inspected during the education / maintenance service, and when the maintenance work is performed, the maintenance history is recorded in the equipment information storage unit 24. Also,
Next time, if a highly skilled person needs to respond,
This is recorded in the device information storage unit 24 as a maintenance history. Therefore, by referring to the maintenance history, it is possible to predict the necessity of new maintenance work, and to assign a person with high skill if necessary.

In the above-described embodiment, the person in charge can access the management computer 21 from the person in charge terminal 32 and check his / her schedule. Therefore, the person in charge can check his / her schedule from outside and act.

In the above embodiment, since education / maintenance service is provided regularly, the education execution income and the maintenance execution income are stable. In the above-described embodiment, since the new application and the reservation change request are received via the Internet 30, the reception can be performed regardless of the time, and the reception can be performed at a time convenient for the customer.

In the above embodiment, the person in charge regularly visits the customer to provide the education / maintenance service. Therefore, for example, a person such as an elderly person who is relatively unfamiliar with electronic devices can comfortably receive the educational service. Further, since the electronic device is regularly inspected as a maintenance service, it is possible to immediately deal with, for example, replacement of parts of the electronic device. Also, you can solicit new products when you visit. Further, when the customer is an elderly person, by visiting regularly, it becomes possible to become a conversation partner, prevent dementia, prevent lonely death, and detect a life change early.

The above embodiment may be modified into the following modes. In the above-described embodiment, the fixed schedule that specifies the day and time to provide the education / maintenance service is determined, and 1
The education / maintenance service was provided every week, but the interval of providing the education / maintenance service is not limited to this. For example,
Education and maintenance services may be provided monthly or bi-weekly.

In the above embodiment, the management computer 21 selects the assignable personnel, and the work instructor determines the assignable personnel from the selected personnel. Instead of this, the management computer 21 may assign the most appropriate person in charge (for example, the person in charge who has the shortest travel time). By doing so, the most appropriate person in charge can be assigned and the burden on the work instructor can be reduced.

In the above embodiment, the application for the education / maintenance service is accepted at any time, and the person in charge is assigned each time. In addition, the day and time of the fixed schedule were set according to the customer's request. Alternatively, the application for the education / maintenance service may be made only at a predetermined time. Further, the day and time of the fixed schedule may be specified within the range desired by the customer. Further, in the fixed schedule, the time may be determined for each work day within the range desired by the customer. In this case, the management computer 21 obtains the travel time for all possible travel routes (the order of visiting customers) for the assigned personnel for each designated educational program and model, and the travel route that minimizes the travel time. May be asked. By doing this, for multiple customers,
Education and maintenance services can be provided at the same time. In addition, a patrol route can be determined so that the traveling time can be shortened.

In the above embodiment, the schedule of the person in charge for each work day is managed only for the next work day. In addition, the reservation can be changed by entering a date within one week from the input date. Instead of this, for example, the schedule of the person in charge for each work day may be managed for the entire contract period, and the reservation may be changed for the entire contract period. Further, the schedule of the person in charge may be managed not only for the entire contract period but also for a longer period, not only for the next work day, so that the reservation can be changed. By doing this, the customer
It will be easier to plan ahead.

In the above-described embodiment, when a new application or reservation change from a customer is once accepted and the person in charge cannot be assigned, an e-mail requesting the change is transmitted to the customer terminal 31. Instead of this, when accepting a new application or reservation change, it may be determined whether or not a person in charge can be assigned, and if it is not possible, a change may be requested. In this case, the most appropriate person (for example, the shortest moving time) may be assigned without selection by the work instructor. By doing so, when the person in charge cannot be assigned to the desired day and time, it is possible to immediately notify the customer and change the desired day and time.

In the above embodiment, the business operator system 2
0 and the customer terminal 31 or the person-in-charge terminal 32 are connected via the Internet 30, but a leased line, a public line, an intranet or an extranet (wide area network) may be used.

In the above embodiment, the business operator system 2
Although the storage units 22 to 26 are set to 0, each storage unit 22 to 2 is set.
6 may be set separately and set in another place.

[0111]

As described in detail above, according to the present invention,
Efficiently provide education and maintenance services for electronic devices.

[Brief description of drawings]

FIG. 1 is a system schematic diagram of an embodiment of the present invention.

FIG. 2 is an explanatory diagram of data stored in a customer information storage unit.

FIG. 3 is an explanatory diagram of data stored in a customer schedule information storage unit.

FIG. 4 is an explanatory diagram of data stored in a device information storage unit.

FIG. 5 is an explanatory diagram of data stored in a person-in-charge information storage unit.

FIG. 6 is an explanatory diagram of data stored in a person-in-charge schedule information storage unit.

FIG. 7 is an explanatory diagram of data stored in an education program information storage unit.

FIG. 8 is an explanatory diagram of a processing procedure according to an embodiment of the present invention.

FIG. 9 is an explanatory diagram of a processing procedure according to an embodiment of the present invention.

FIG. 10 is an explanatory diagram of a processing procedure according to an embodiment of the present invention.

FIG. 11 is an explanatory diagram of a processing procedure according to an embodiment of the present invention.

FIG. 12 is an explanatory diagram for explaining a time examination process.

FIG. 13 is an explanatory diagram of a display screen displayed on the display unit of the customer terminal.

FIG. 14 is an explanatory diagram of a display screen displayed on the display unit of the management computer.

FIG. 15 is an explanatory diagram of a display screen displayed on the display means of the management computer.

FIG. 16 is an explanatory diagram of a processing procedure according to an embodiment of the present invention.

FIG. 17 is an explanatory diagram of a display screen displayed on the display unit of the customer terminal.

FIG. 18 is an explanatory diagram of a display screen displayed on the display means of the management computer.

[Explanation of symbols]

21 Management Computer 22 Customer Information Storage Unit as Customer Position Information Storage Means and Education Progress Storage Means 23 Customer Schedule Information Storage Unit 24 as Customer Schedule Information Storage Means Device Information Storage as Equipment Information Storage Means and Maintenance History Information Storage Means Department 25 Person information storage unit as person information storage means and person skill information storage means 30 Internet 31 Customer terminal as terminal used by customer

Claims (16)

[Claims] 1. A method for managing a customer patrol education / maintenance service for an electronic device, which provides an education program for the electronic device or the like and a maintenance service for the electronic device to a plurality of predetermined customers who have the electronic device. A computer accepts the customer's schedule and stores the customer schedule information in the customer schedule information storage means; and a customer location information storage step in which the customer location information is stored in the customer location information storage means. Customer tour education / maintenance related to electronic equipment, comprising a tour route determination step of determining a tour route of a person who provides education / maintenance services by visiting the customer based on the schedule and the location information. How to manage services. 2. The method for managing a customer patrol education / maintenance service for electronic equipment according to claim 1, wherein the computer has a person-in-charge information storage unit that stores information on a model in charge of the person in charge, and The computer further comprises a device information storing step of storing information on the electronic device of the customer in a device information storage means, and the tour route determining step relates to information on the electronic device of the customer and a model in charge of the person in charge. A method of managing a customer patrol education / maintenance service for electronic equipment, characterized in that the patrol route of the person in charge is determined based on information. 3. The method for managing a customer patrol education / maintenance service for an electronic device according to claim 1, wherein the computer receives information regarding the progress of the education program of the customer and stores the information in an education progress storage unit. Further, a step of receiving and storing a progress status to be stored, wherein the tour route determination step determines a tour route of a person in charge based on information about a progress status of the education program of the customer.・ Maintenance service management method. 4. The method for managing a customer patrol education / maintenance service related to an electronic device according to claim 1, wherein the computer stores information regarding skills of the person in charge regarding the model of the person in charge. In addition to having a person in charge skill information storage means, in the patrol route determining step, a patrol route for the person in charge is determined based on information on the skill of the person in charge. Management method. 5. The method for managing a customer patrol education / maintenance service related to an electronic device according to claim 1, wherein the computer receives the maintenance management history information of the device of the customer to perform maintenance. Further, a history information receiving and storing step of storing the history information in the history information storage means, wherein the tour route determining step determines a tour route of a person in charge based on the history information. How to manage services. 6. The method of managing a customer patrol education / maintenance service related to an electronic device according to claim 1, wherein the patrol route determination step is based on the schedule and the position information. A method of managing a customer patrol education / maintenance service for electronic equipment, characterized in that the patrol route having the least time is determined as the patrol route of the person in charge. 7. The method for managing a customer patrol education / maintenance service related to an electronic device according to claim 1, wherein the patrol route determination step is possible based on the schedule and the position information. Different display routes on the display means, a step of accepting selection of a desired travel route from the possible travel routes, and determining the selected travel route as the tour route of the person in charge. A method for managing a customer patrol education / maintenance service for electronic devices, characterized by comprising a decision step. 8. The method of managing a customer patrol education / maintenance service related to an electronic device according to claim 1, wherein the computer accepts a change in a customer's schedule and stores the schedule in a schedule change storage unit. Managing a customer tour education / maintenance service for electronic equipment, wherein the tour route determining step determines a tour route of a person in charge based on the changed customer schedule. Method. 9. To manage a customer patrol education / maintenance service for an electronic device that provides an education program for the electronic device and the like and a maintenance service for the electronic device to a plurality of predetermined customers who have the electronic device. A computer, customer schedule information storage means for storing the customer's schedule, customer location information storage means for storing the customer location information,
And a program for functioning as a tour route determining unit that determines a tour route of a person who visits the customer based on the schedule and the location information to provide an education / maintenance service. 10. The program according to claim 9, wherein the computer further includes a device information storage unit that stores information about an electronic device owned by the customer, and a person who stores information about a model in charge of the person in charge. In order to make the patrol route determining means function as a means for determining the patrol route of the person in charge based on the information on the electronic device owned by the customer and the information on the model in charge of the person in charge. Program of. 11. The program according to claim 9, wherein the computer further functions as an education progress status storage unit that stores information about the progress status of the customer's education program, and the patrol route determination unit. , A program for functioning as a means for determining a traveling route of a person in charge based on information on the progress status of the customer's educational program. 12. The program according to claim 9, further comprising causing the computer to function as a person-in-charge skill information storage unit that stores information about a skill of the person in charge in relation to the model of the person in charge. A program for causing the patrol route determining means to function as a means for determining a patrol route of a person in charge based on information about the skill of the person in charge. 13. The program according to claim 9, further comprising causing the computer to function as a maintenance history information storage unit that stores history information of maintenance management of the customer's device, A program for causing a patrol route determining unit to function as a unit for determining a patrol route of a person in charge based on the history information. 14. The program according to claim 9, wherein the patrol route determining means sets a patrol route for the person in charge who has the least traveling time based on the schedule and the position information. A program that functions as a means for determining a patrol route. 15. The program according to any one of claims 9 to 14, wherein the patrol route determining means displays a possible patrol route on a display means based on the schedule and the position information. A program for functioning as means for accepting selection of a desired tour route from the possible tour routes, and means for determining the selected tour route as the tour route of the person in charge. 16. The program according to claim 9, further comprising causing the computer to function as a schedule change storage unit that receives a schedule change of a customer and stores the schedule change storage unit in the schedule change storage unit. A program for causing the tour route determining means to function as a means for determining a tour route of a person in charge based on the changed schedule of the customer.