JP2003241955A - Information control device and information control method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To efficiently manage a complaint from a user terminal relating to a consumable supply, and to rapidly and properly identify a defective point to take a countermeasure for it. <P>SOLUTION: A complaint content is analyzed and classified on the side of a managing device for managing the complaints relating to the consumable supplies provided for an information processing device used by a user. When it is determined that the defect occurs in a certain manufacturing lot, its analyzed resultant information (consumable replacement information) is delivered to the user through the Internet, and the content of the delivered information is annunciated on a display device such as an operation panel. <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 process of notifying a user of the replacement time of a consumable item of an image forming apparatus, and more particularly,
The present invention relates to an information management device and an information management method for recommending a user to replace a consumable item based on market information distributed from the Internet.

[0002]

2. Description of the Related Art In an electrophotographic image forming apparatus, functional parts such as a developing device, a fixing device, and a conveyor belt are composed of independent units in order to facilitate maintenance of the devices. Some are set as consumables. These consumables are replaced when the unit reaches the end of its life, and need to be replaced when a trouble occurs in design and manufacturing.

Conventionally, as for these consumables, the products manufactured in the manufacturing department are delivered to the sales department, and the sales department
It is sold to users through methods such as over-the-counter and direct sales. If the user attaches the purchased consumables to the image forming apparatus main body and outputs an image, and if the image forming apparatus or the output image has a problem or dissatisfaction, it is possible to respond by himself, for example, If you decide that it is not possible to deal with the problem yourself by referring to the manual, etc., contact the service person in the sales department or the management center that handles complaints and deal with the problem and complaint. If the service person is informed of the complaint, the service person goes to the place where the image forming apparatus is installed and confirms the details of the problem. The details of the confirmed defects are reported to the management center, which classifies the contents and summarizes the response to complaints, and prepares for prompt response when similar complaints occur thereafter. Keep it.

As a conventional technique, for example, Japanese Patent Application Laid-Open No. 02-
As disclosed in Japanese Patent Laid-Open No. 257155, an image forming apparatus is managed by a management apparatus via a communication line and is used as an information source for maintenance.
As disclosed in Japanese Patent Laid-Open No. 04-04, there is known one in which the visit date and the like of a service person is displayed on the operation panel from the management device side.

[0005]

However, in the above-mentioned conventional example, when the consumable unit needs to be replaced due to a malfunction, the user feels the malfunction and dissatisfaction, and then once accepts the seller or user complaint. It is necessary to contact the management center that provides the information and confirm the countermeasure, and in some cases, the service person has to visit the user's place to identify and deal with the defect.

[0006] Therefore, an object of the present invention is to provide an information management device capable of efficiently managing complaints concerning a consumable item from a user terminal, and quickly and accurately identifying a defective portion and a countermeasure thereof. To provide an information management method.

[0007]

SUMMARY OF THE INVENTION The present invention is a management device for managing information relating to a defect of a consumable item used in an information processing device on a terminal side, the information processing device comprising:
At least a receiving unit that determines whether or not user identification, component identification of the consumable item, consumable item replacement information including a defect of the consumable item is received, and the received consumable item replacement information,
A classifying unit that classifies based on a predetermined condition, an analyzing unit that analyzes the classified consumable item replacement information, and creates analysis result information related to a defect of the consumable item, and the created analysis result information. A management device is configured by including a reply means for replying to the information processing device that has transmitted the consumable item exchange information.

[0008] Here, the classification means may classify the received consumable goods exchange information based on the manufacturing lot of the consumable goods and the contents of failure.

The analyzing means may calculate a failure occurrence rate in the same production lot.

The present invention is an information processing device on a terminal side connected to a management device for managing information relating to a defect of a consumable item, which includes at least a user identification, a component identification of the consumable item, and the consumable item. Storage means for storing consumable item exchange information including the defect, transmitting means for transmitting the stored consumable item exchange information to the management device, and analysis related to the defect of the consumable item returned from the management device. Analyzing means for analyzing result information and identification information included in the analyzed analysis result information are collated with the consumable item replacement information stored in the storage means, and if they match, the delivered analysis Collating means for storing result information and rewriting,
An information processing apparatus is configured by including a notification unit that notifies information about a defect of a consumable item included in the analyzed analysis result information.

Here, the analysis means may acquire at least a manufacturing lot number, a serial number, and a notification content from the analysis result information returned from the management device.

The matching means may match based on the manufacturing lot number and the serial number.

The notifying means may be performed by using an LED or an LCD display.

The display on the LCD display may be performed by characters and graphics.

The consumable item is a unit replaceable by a user and used in an image forming process, and may be a cartridge unit including at least a photosensitive drum, a developing device, and a developer.

The consumable item is a unit replaceable by the user and used in an image forming process, and may be a fixing unit for fixing the transfer image transferred to the transfer material.

The communication connection with the management device may be a connection via a computer, a connection via a server, or a direct connection without any connection.

The present invention is a management method for managing information relating to a defect of a consumable item used in an information processing apparatus on a terminal side, wherein at least the user identification and the consumable item from the information processing apparatus are managed. A receiving step of determining whether or not the consumable item replacement information including a part identification and a defect of the consumable item is received; a classifying step of classifying the received consumable item replacement information based on a predetermined condition; An analysis step of analyzing the generated consumable item replacement information and creating analysis result information related to the defect of the consumable item; and returning the created analysis result information to the information processing device that has transmitted the consumable item replacement information. A management method is provided by including a reply step.

The present invention is an information processing method on a terminal side connected to a management device for managing information relating to a defect of a consumable item, which includes at least a user identification, a component identification of the consumable item, and the consumable item. A storing step of storing consumable item exchange information including a defect in the storage means, a transmitting step of transmitting the stored consumable item exchange information to the management device, and a defect of the consumable item returned from the management device. An analysis step of analyzing related analysis result information, and the identification information included in the analyzed analysis result information is collated with the consumable item replacement information stored in the storage means, and if they match, the distribution is performed. By including a collating step of storing and rewriting the analyzed analysis result information and a notifying step of notifying information about a defect of the consumable item included in the analyzed analysis result information, To provide a processing method.

The present invention is a management control program for managing and controlling information relating to a defect of a consumable item used in an information processing device on a terminal side, the program being stored in a computer-readable recording medium. A step of determining whether or not at least user identification, component identification of the consumable item, and consumable item replacement information including a defect of the consumable item, which have been recorded and are received, are received from the information processing device; A step of classifying the goods exchange information based on predetermined conditions, and analyzing the classified consumable goods exchange information,
Management control is provided by providing a step of creating analysis result information related to the defect of the consumable item and a step of returning the created analysis result information to the information processing device that has transmitted the consumable item replacement information. Offer the program.

The present invention is an information processing control program for controlling information processing on a terminal side connected to a management device that manages information related to malfunctions of consumables, at least user identification, A step of storing the consumable item replacement information including the component identification of the consumable item and the defect of the consumable item in the storage means, the step of transmitting the stored consumable item replacement information to the management device, and a response from the management device. And a step of analyzing the analysis result information related to the malfunction of the consumable item, and the identification information included in the analyzed analysis result information is collated with the consumable item replacement information stored in the storage means, and the coincidence is obtained. In that case, the method includes the step of storing and rewriting the delivered analysis result information, and the step of notifying the information regarding the defect of the consumable item included in the analyzed analysis result information. And by providing an information processing control program.

The present invention is a medium recording a management control program for managing and controlling information relating to a defect of a consumable item used in an information processing device on a terminal side, the control program being stored in a computer. From the information processing device,
At least the user identification, the identification of the consumable part, and the consumable item replacement information including the defect of the consumable item are determined, and the received consumable item replacement information is classified based on a predetermined condition. , Analyzing the classified consumable item replacement information, creating analysis result information related to the defect of the consumable item, and transmitting the created analysis result information to the information processing device that has transmitted the consumable item replacement information. By sending the reply, a medium recording the management control program is provided.

The present invention is a medium in which an information processing control program for controlling information processing on a terminal side connected to a management device for managing information related to defects of consumables is recorded, and at least: The storage unit stores the consumable item replacement information including the user identification, the component identification of the consumable item, and the defect of the consumable item, the stored consumable item replacement information is transmitted to the management device, and the management device returns a reply. When the analysis result information relating to the malfunction of the consumable item is analyzed, and the identification information included in the analyzed analysis result information is collated with the consumable item replacement information stored in the storage unit, and the results match. The stored analysis result information is stored and rewritten, and the information about the defect of the consumable item included in the analyzed analysis result information is notified, Providing medium recording processing control program.

The present invention is a system in which a management device manages information related to a defect of a consumable item used in an information processing device on a terminal side, in which at least the user identification and the consumption Product part identification,
At least a user identification from the information processing device, a storage unit that stores consumable item replacement information including a defect of the consumable item, a transmission unit that transmits the stored consumable item replacement information to the management device, and the Receiving means for determining whether or not consumable part replacement information including defective parts of the consumable part is received, and classification means for classifying the received consumable part replacement information based on a predetermined condition. An analyzing unit that analyzes the classified consumable item replacement information and creates analysis result information related to a defect of the consumable item; and an information processing that transmits the created analysis result information to the consumable item replacement information. The reply means for replying to the device, the analysis means for analyzing the analysis result information related to the defect of the consumable product returned from the management device, and the identification information included in the analyzed analysis result information are A collation unit that collates with the consumable item exchange information stored in the storage unit and, if they match, stores the distributed analysis result information and rewrites it, and a consumption unit included in the analyzed analysis result information. An information processing system is configured by including an informing unit that informs information about a defect of the product.

[0025]

BEST MODE FOR CARRYING OUT THE INVENTION Embodiments of the present invention will be described in detail below with reference to the drawings. (Outline) An outline of the present invention will be described.

The present invention classifies the content of complaints transferred from the terminal device on the user side in the management center for managing user complaints, and when a defect occurs in the manufacturing lot, the content of information regarding the defect. Is delivered to the terminal device on the user side via a communication means such as the Internet, and the user analyzes the content of the delivered information regarding the defect and notifies it on a display device such as an operation panel. As a result, it is possible to promptly deal with the defect and reduce the number of personnel and the time required to process the complaint.

(Specific Example) Hereinafter, a specific example will be described. <System Configuration> FIG. 1 shows a configuration example of an information management system according to the present invention.

Reference numerals 1 and 3 denote PCs (Personal Computers) as information processing devices used by users, which have a function of transmitting print data to the image forming devices 4 and 5 via the communication line 11 and printing, and various applications. This is a device having a function of executing processing based on a program. Here, as the communication line 8, a LAN (LAN Local Ar) in which data communication is established by a Ethernet (registered trademark) communication method on a coaxial cable is used.
ea Network) or the like is assumed.

Reference numeral 2 denotes an information processing device for communicating data with each terminal device such as an external server 12, 13, 14 or the like. As the communication line 11 connected to the external server,
A line using a telephone line or a line using an optical fiber communication line can be considered.

The image forming apparatus is not limited to the laser beam printer, and an ink jet printer conforming to the ink jet system, a thermal printer conforming to the thermal transfer system and the like can be applied to the present invention.

Further, in the case where a telephone line is used as the communication line 11, a mode in which a modem having a modulation and demodulation function is applied to the external server 12 is also assumed.

(Configuration of Information Processing Apparatus) FIG. 2 shows a typical configuration example of the information processing apparatus.

The information processing apparatus is a PC (Perso) shown in FIG.
This corresponds to the configuration of the terminal computers 1, 3, the server 2, the image forming apparatuses 4, 5, and the terminal devices 12, 13, 14.

In this information processing device, a CPU (Cen
tral ProcessingUnit) 1201
An input device 1202, a main storage device 1203, an output device 1204, an auxiliary storage device 1205, a clock device 1206, and a communication device 1209 are provided.

The CPU 1201 is a member which is also called an alias processing device, and is composed of a control device 1207 which sends a command to each device in the system to control the operation thereof, and an arithmetic device 1208 which performs arithmetic processing of digital data. .

Here, the CPU 1201 is the main storage device 1.
It functions as each unit of the present invention in cooperation with the program stored in 203 and the auxiliary storage device 1205.

Further, the CPU 1201 uses the main memory 1
The storage unit 203 and the auxiliary storage device 1205 function as a storage unit for storing information and an updating unit for updating the information stored therein.

The control device 1207 has a clock device 120.
According to the timing of the clock generated by 6, the input device 12
The data input from 02 and a predetermined procedure (for example, program or software) are read into the main storage device 1203, and the arithmetic unit 12 is read based on the read contents.
A command is sent to 08 to perform arithmetic processing. The result of this arithmetic processing is based on the control of the control device 1207, and the main storage device 1203, the output device 1204, and the auxiliary storage device 120.
5 is transmitted to an internal device or an external device.

The input device 1202 is a member for inputting various data, such as a keyboard, a mouse, a pointing device, a touch panel, a mouse pad, and C.
A CD camera, a card reader, a paper tape reader, a magnetic tape device, etc. are assumed.

The main storage device 1203 is a member that is considered as an alias memory, and is a member that refers to all of the addressable storage space used for executing instructions in the processing device and the internal storage device. This main memory 12
Reference numeral 03 is mainly composed of a semiconductor memory element, stores and holds an input program and data, and reads the stored and held data into, for example, a register in accordance with an instruction from the control device 1207.

A RAM (Random Access) is used as a semiconductor memory element constituting the main memory device 1203.
Memory) and ROM (Read Only Me)
More) and the like.

The output device 1204 is a member for outputting the calculation result of the calculation device 1208, and is, for example, a CR.
T, a plasma display panel, a liquid crystal display and other display devices, a printing device such as a printer, a voice output device, and the like.

The auxiliary storage device 1205 is the main storage device 12.
03 is a member for compensating for the storage capacity, and is, for example, a floppy (registered trademark) disk, a hard disk, a CD-ROM, a CD-R, a CD-RW, or an MO, such as a magnetic disk device, an optical disk device, or a semiconductor disk device. Applicable The auxiliary storage device 1205 functions as a storage unit for storing data for constructing various databases.

The communication device 1209 is a device for communicating with an external device, and performs data transmission / reception, digital-analog conversion, and the like as appropriate according to the connected network.

The respective devices in the information processing device are mutually connected by an address bus or a data bus.

(Image Forming Apparatus) FIG. 3 is a sectional view of the image forming apparatuses 4 and 5. In FIG. 3, reference numeral 10
2,107,108,113,120,123,14
The numbers 0 and 141 are denoted by the small symbols a, b, c and d, respectively.

Reference numeral 101 is a main body of the image forming apparatuses 4 and 5. Reference numeral 102 denotes a developing unit including a toner cartridge and the like.
0, a developing roller 141, and a developer container 123 are cartridge type. Developer unit 10
In No. 2, a process of charging the photosensitive drum 108 with the charging roller 140, forming a latent image with the laser light 107 sent from the laser scanner unit 113, and developing the latent image with the developing roller 141 to form a developed image. Done.

Reference numeral 131 denotes a feeding cassette, which is a transfer material 1.
When the feeding request of 12 is generated, the transfer material 112 is picked up by the pickup roller 132 and is fed to the feeding roller 134. 201 is a conveyor belt for conveying the transfer material 112. The transfer material 112 transported on the transport belt 201 transfers the developed image formed on the photosensitive drum 108 of the developing device unit 102 at the position of the transfer roller 120 and is transported to the fixing device unit 121.
In the fixing unit 121, the developer transferred to the transfer material 112 is melted and fixed.

In this example, the developing device unit 102, the fixing device unit 121, and the conveyor belt 201 are units that are user-replaceable as consumable items, and are detachable from the image forming apparatuses 4 and 5 independently.

(Printer Control Unit) FIG. 4 shows a block configuration of the printer control unit 400 provided in the main body 101 of FIG. 3 and its peripheral portion.

The printer control unit 400 is roughly divided into a printer controller 401, an engine control unit 402, and peripheral devices 403 to 411. Engine control unit 40
2 is a consumable cartridge 1 having a CRG memory 18
It is connected to 7.

Since there are a plurality of CRG units in FIG. 3 described above, in FIG. 4, there are actually a plurality of consumable cartridges 17, and the CRG memory controller 412 is stored in the CRG memory 18. The identification information such as the color of the consumable cartridge 17 is determined.
Read / write control is performed on the.

Next, the printer controller 401 will be described. The printer controller 401 includes the communication unit 4
21, the video I / F 420, the CPU 415, and the RA
M416, ROM 417, memory controller (D
KC) 418 and input / output I / F (interface) 4
19 and 19.

The communication section 421 executes transmission / reception of various data to / from an external device 500 such as a host computer (corresponding to the PCs 1 and 3 in FIG. 1).

The video I / F 420 receives communication, receives image data, develops the received image data into information printable by the printer, and also controls the engine control unit 40 described later.
Signal exchange and serial communication are performed between the two.

The CPU 415 uses the ROM 417 or HD /
Based on a control program or the like stored in the control program or the like stored in the FD 423, centralized control of access to various devices connected to the system bus 422,
An image signal as output information is output to a printer engine connected via the video I / F 420.

The RAM 416 is a RAM that functions as a main memory and a work area of the CPU 415.

The memory controller 418 is a hard disk (HD), floppy (registered trademark) disk (FD) for storing a boot program, various applications, font data, user files, edit files and the like.
Control access to the external memory 423.

The operation unit 424 has a display panel 425 and a keyboard, and provides information to the operator and inputs instructions from the operator via the input / output I / F 419.

Next, the engine control unit 402 will be described. The engine control unit 402 exchanges signals with the printer controller 401 and controls each unit of the printer engine through serial communication.

The memory control unit 412 is the engine control unit 40.
2, the data is read from the CRG memory 18 and the contents of the CRG memory 18 are rewritten.

The cartridge usage amount detecting section 413 is provided in the engine control section 402 and has a consumable material remaining amount detecting section 405.
Toner consumable cartridge 1 based on information from
7 is determined and the information is transmitted to the CRG memory control unit 412.

In the CRG memory controller 412,
Based on the lifespan information from the cartridge usage detection unit 413, the lifespan data is written to the non-volatile memory in the cartridge, and the process of prohibiting the rewriting of the written data at a predetermined timing is locked in the CRG memory 18. Memory lock control unit 414 for functional unit
Also prepare.

The CRG memory control unit 412 controls the video I /
CRG from the printer controller 401 via F
In response to a memory read request, data (address) designated by the printer controller 401 is read, and the read data is read by the printer controller 40.
1 and the CRG memory 1 from the printer controller 401 via the video I / F 420.
No. 8 write request, the printer controller 40
CRG memory 2 of data (address) specified from 1
It has a function of executing writing to 1. Further, as another form, the present invention can be applied to a form in which the printer controller 401 directly reads and writes the CRG memory 18.

Next, the consumable material cartridge 17 will be described. The consumable material cartridge 17 stores a consumable material such as toner that can be attached to and detached from the printer engine. In the consumable material cartridge 17, a CRG memory (nonvolatile memory) 1 capable of exchanging data with the engine control unit 402 is provided.
8 is mounted, and the data can be read or the data can be written from the engine control unit 402.

The CRG memory (also referred to as a non-volatile storage means) 18 stores information such as the use start date of the developer and the remaining amount of the developer, and rewritably stores and holds the signal information. So long as it is not limited,
For example, an electric storage unit such as a RAM or a rewritable ROM, or a magnetic storage unit such as a magnetic recording medium, a magnetic bubble memory, or a magneto-optical memory can be used. In this example, the NV (Non
Volatile) RAM was used.

Next, the configuration of the peripheral equipment will be described.

The paper conveyance control unit 403 feeds and conveys the paper to be printed and carries out the paper conveyance up to the paper discharge after printing based on an instruction from the engine control unit 402. The optical system controller 404 drives the scanner motor and turns on / off the laser.
The FF control is executed based on the instruction from the engine control unit 402. The toner remaining amount control unit 405 detects the toner remaining amount in the cartridge and transmits the information to the engine control unit 402.
The high-voltage system control unit 406 executes high-voltage output required for an electrophotographic process such as charging, development, and transfer based on an instruction from the engine control unit 402. The fixing temperature control unit 407 controls the temperature of the fixing device based on an instruction from the engine control unit 402, and also detects the abnormality of the fixing device.

The paper presence / absence sensor input unit 408 outputs information of the paper presence / absence sensor in the paper feed unit and the paper conveyance path to the engine control unit 40.
Communicate to 2. The jam detection unit 409 detects a conveyance failure during sheet conveyance. The failure detection unit 410 detects a failure of a functional unit in the printer. The print completion notification unit 411 detects that the printing has been normally performed, and the engine control unit 4
02 will be notified.

(Consumables) Next, regarding the structure of the consumables,
The developing unit, which is a user exchange unit, will be described.

FIG. 5 shows an example of the structure of the developing device unit 102. The developing device unit 102 is attached to and detached from the image forming apparatuses 4 and 5 in the direction of the arrow shown in the drawing.

Reference numeral 103 denotes a readable / writable non-volatile memory. For example, in the case of a read / write contact method, a terminal 104 is provided in the developing unit 102 as shown in FIG. 6A. It will be a different configuration. In addition, if the configuration is such that read / write is performed by the non-contact method, FIG.
As shown in (b), for example, a wireless transmission / reception device (or unit) 105 for performing optical communication or communication by radio waves is mounted on the developing device unit 102.

In this example, at least the manufacturing lot number and serial number of the unit are stored in the non-volatile memory 103 mounted on the developing unit 102 at the time of shipment from the production department. Also, in the other consumable unit described in the configuration of the image forming apparatuses 4 and 5, a non-volatile memory is mounted on the consumable unit so that the image forming apparatuses 4 and 5 can read / write. It is possible.

<System Operation> The operation of this system will be described below. (User Registration / Management of Image Forming Apparatus) FIG. 7 shows a flow of user registration and management in this system.

Here, an overall flow of the procedure from the user registering the user to placing the image forming apparatuses 4 and 5 owned by the user under the control of the management center 13 will be described.

A) The image forming apparatuses 4 and 5 produced in the production department are shipped to the sales department and delivered to the sales department.

B) The sales department uses the sales means such as over-the-counter sales / direct sales and online sales via the Internet to allow users (P
The image forming apparatuses 4 and 5 are sold to C1 and 3).

C) At the time of purchasing the main bodies of the image forming apparatuses 4 and 5, a set of consumable units is attached as an accessory. At this time, at least the manufacturing lot number and the serial number are stored in the non-volatile memory mounted on the consumable unit having the storage means. When the user purchases the main bodies of the image forming apparatuses 4 and 5, user registration is performed.

D) User registration is performed by using a registration means such as a postcard or the Internet, and is sent to the management center 13 via the sales department or directly. At this time, the content registered by the user includes at least connection information such as an IP address to which the image forming apparatus of the user is connected.

E) In the management center 13, at least the notification e-mail address or the IP address of the image forming apparatus for registering the contents of the user registration for distributing the predetermined information is registered on the computer, and when the registration on the computer is completed. The network is opened and information can be distributed to users.

(Example of PC Processing) FIG. 8 is a flowchart showing the processing operation of the information processing apparatus used by the user when the user is registered in the PCs 1 and 3.

FIG. 9 shows an example of the registration screen of the PCs 1 and 3 for registration. An address 21, a name 22, an electronic mail address 23 (or an IP address of the image forming apparatus), a printer model 24 used, a registration button 25, a cancel button 26, etc. are displayed on the screen.

In FIG. 8, in step S1, when a consumable item is attached to the image forming apparatus 4 or 5 for the first time, the image forming apparatus automatically recognizes the attachment, and the PC 1 and 3 are automatically identified by the user. Display a screen that prompts registration.

In step S2, the home page is accessed according to the mouse input on the displayed screen.

In step S3, the home page is displayed on the display section of the PCs 1 and 3 on the user side, and necessary items are input to the PCs 1 and 3 according to the input instruction from the user.

In step S4, it is selected whether or not the input necessary items are transmitted to the sales department 12 or the management center 13.

In step S5, the information is transmitted to the sales department 12,
In step S6, the information is transmitted to the management center 13.

(Example of Server Process) FIG. 10 is a flowchart showing an example of the server process.

In step S11, it is determined whether or not there is a user registration access request from the user.

In step S12, if there is an access request, the home page display data is transmitted to the access request source devices PC1 and PC3.

In step S13, it is determined whether or not the registration required information (manufacturing lot, serial number) is transmitted from the user.

In step S14, registration required information is transmitted from the user, the information is received, and a database (DB) is created.

(Management of Complaints Reported from User Side) FIG. 11 shows the flow of processing when managing user complaints.

Now, the user receives a call. Alternatively, the complaint notification is received by e-mail or the like. The operator identifies the customer and further identifies the printer from the identified customer. In addition, you may have what kind of printer the user is using as a database (DB). When the printer is specified, for example, the management-side device negotiates so that the lot information is downloaded to the specified printer via the network.

As shown in FIG. 12, in the device on the management side,
The content of the complaint information transmitted by e-mail or the like from the user terminals PC1 and 3 is analyzed. If the analyzed complaint is a manufacturing problem, it is necessary to associate the complaint with the product lot number. The content of complaints is database (DB) corresponding to the production lot.
Manage as.

The claim information mentioned here is information on the consumables used in the image forming apparatuses 4 and 5. Specifically, when a toner cartridge is used as the consumables, user identification and parts of the consumables. Consists of consumable item replacement information including identification, consumable item failure, and the like.

Regarding the acquisition of the lot number, for example, when the consumable item is attached to the printer which is one of the image forming apparatuses 4 and 5 for the first time, the server apparatus 2 is automatically notified via the Internet. By doing so, the server device 2 can centrally manage which printer is currently equipped with which lot of consumables.

FIG. 13 shows a graph in which the content of complaints contained in the consumable item replacement information is analyzed and the complaint occurrence rate (percentage) is statistically obtained for each manufacturing lot.

FIG. 14 shows the flow of complaint management from the occurrence of a complaint of a consumable unit such as a toner cartridge purchased by the user through the terminals 1 and 3 to the classification of the complaint content in the route as shown in FIG. Show.

In step S21, the user terminal (PC
1, 3), when a problem occurs in the image output from the image forming apparatus 4, 5, the content of the complaint is sent to the sales department terminal 12 that sold the consumable unit or the user complaint management center 13. Contact by using communication means such as telephone or internet.

The content of the complaint contacted to the sales department terminal 12 or the user complaint management center 13 is digitized as shown in Table 1 such as color shift = 1 and vertical stripe = 2, and the management source The computer manages the complaint number and the number of complaints. Here, when the user informs the complaint, the contents of the complaint can be automatically controlled by the computer if the complaint is selected by a numerical value by the operation panel of the apparatus or the PC. Furthermore, when a new defect occurs, the user selects the number of "other problems" (= 100) to report the complaint, and the managing computer details other items as shown in Table 2. Classify and manage the number of cases. When the number of detailed classified items among other items reaches a preset number, the user can select a complaint from the selection items shown in Table 3 by distributing the data with additional complaint selection items. become.

[0102]

[Table 1]

[0103]

[Table 2]

[0104]

[Table 3]

In step S22, the complaint notified to the sales department terminal 12 is communicated from the sales department terminal 12 to the management center 13, and the complaint is centrally managed by the management center 13. The contacted complaints are classified by manufacturing lot as shown in FIG.

At step S23, the contents of the complaint are further classified and divided into statistical data as shown in FIG. 13, for example.

Further, the classified complaint data is transmitted to the production department terminal 14, and the production department terminal 14 analyzes the content of the complaint and analyzes the cause of the complaint.

If it is determined from the analysis result that this is not a manufacturing problem, only the data may be stored and the information may not be distributed.

In step S24, an estimated value of the probability of recurrence of similar claims is calculated based on the analysis result of the content of claims. As a method of calculating this estimated value, it is necessary to find the parent of the equipment that has the same group lot, but in this case, the method that uses the number of products manufactured at the factory as the parent, or the actual sales sold A number can be a parent.

In step S25, it is checked whether or not the estimated value of the occurrence rate exceeds a preset threshold value α. If it exceeds the threshold α, the process proceeds to step S26, and if it does not exceed the threshold α, the process proceeds to step S27.

In step S26, the management center 13 is contacted so as to distribute the distribution data including the calculated estimated value of the occurrence rate to the user 3.

In step S27, the management center 13 delivers the delivery data to the user terminals 1 and 3 which have performed user registration by the contact from the production department terminal 14 and stores the data. Also, on the other hand,
By the process of step S15, when the estimated value of the occurrence rate does not reach the preset threshold value α, the data is only accumulated and is not distributed.

In the present invention, the computerization of the complaint content in the above description of the complaint management is performed by a computer and a person. However, statistical processing from the data, determination of whether or not the statistical processing result is distributed to the user, and Information is automatically distributed by a machine such as a computer.

(Comparison of Information) FIGS. 15 to 17 show configuration examples of a system in which the image forming apparatuses 4 and 5 owned by the user and the management center 13 are connected via the Internet as the communication line 11. Indicates.

In FIG. 15, the image forming apparatuses 4, 5 are PC 1,
3 shows an example of a configuration in which the Internet is connected via 3.
FIG. 16 shows a configuration example in which the image forming apparatuses 4 and 5 are connected via the server 2. FIG. 17 shows a configuration example in which the PC 1 is connected to the Internet via the image forming apparatuses 4 and 5. The image forming apparatuses 4 and 5 are connected to the PCs 1 and 3 or the server 2 via a printer cable 20.

In this example, it is found from the analysis result that there is a problem in manufacturing, and the notification information is sent to the consumable item corresponding to the problematic lot number.

Therefore, the management center 13 delivers the consumable item exchange information including the complaint information as the delivery information to the image forming apparatuses 4 and 5 used by the registered users. It is determined whether the delivered information is information for oneself, and if it is determined that the information is its own, the received delivery information is stored in its own device. Hereinafter, a specific processing example will be described.

FIG. 18 is a flowchart showing an example of collation processing of distributed information.

In step S31, the management center 13
When the information is distributed to the registered users, the image forming apparatuses 4 and 5 receive the distribution information. This distribution information is composed of consumable item replacement information including user identification, consumable part identification, and complaint information such as consumable item defects.

In step S32, the contents of the consumable item replacement information are analyzed and classified into manufacturing lot numbers, serial numbers, and survey result items transmitted to the user.

In step S33, the image forming apparatuses 4, 5
Reads out the manufacturing lot number and serial number of the consumable unit from the memory of the consumable unit (toner cartridge or the like) attached to this apparatus, and collates with the delivered consumable item replacement information.

In step S34, it is checked whether the delivered consumable item replacement information matches the information stored in the memory of the consumable unit.

In step S35, if they are matched by collation, the distributed consumable item exchange information is stored in the non-volatile memories prepared in the image forming apparatuses 4 and 5.
Then, this stored information is stored until the corresponding consumable unit is replaced.

In step S36, if the distributed information does not match the information stored in the memory of the consumable unit, the distributed information is deleted.

The storage unit for storing the distributed information is not limited to the memory provided in the consumable item,
It may be the storage unit of the image forming apparatuses 4 and 5.

[0126] The image forming the consumables in advance what lots for each image forming apparatus 4, 5 are provided with a centralized if performed in the server device, for attaching the appropriate lot number The notification information, that is, the consumable item exchange information may be distributed only to the devices 4 and 5.

(Display of Information) When the power is turned on, the image forming apparatuses 4 and 5 store the contents of the nonvolatile memory in a RAM (Random Access Memo) incorporated in the apparatus.
ry). C that controls the image forming apparatuses 4 and 5
PU (Central Processing Uni)
At t), information is displayed on the operation panel 30 provided in the image forming apparatuses 4 and 5 from the contents of the RAM.

The operation panel 30 has a structure as shown in FIG. 19, for example, and includes an LED 31 and an LCD display device 3.
2. It is composed of operation buttons 33. Information is mainly displayed by the LED 31 and the LCD display 32,
It is desirable that the LED 31 used for display be red or amber, which is a color indicating a warning.

Further, on the LCD display 32, a sentence (including a word) for prompting replacement of consumables, for example, "LOT
A No Genzo Kiga Shiyo Salei Komusu Recommended Shimas! Is displayed. Text is LCD
If it does not fit on the display 32, automatic scrolling,
Alternatively, scroll with the operation button. Also,
It is also possible to add a sentence (including a word) and display it in a graphic diagram of the image forming apparatuses 4 and 5 that can identify the exchange place.

Further, if the image forming apparatuses 4 and 5 which use the expendables of the lot number to be distributed in advance are specified by the server 2, the user who uses them is also known. It is possible to call the user's attention by setting the notification information to be distributed also to No. 3.

Even if the present invention is applied to a system composed of a plurality of devices (eg, host computer, interface device, reader, printer, etc.),
The present invention may be applied to a device including one device (for example, a small image processing device such as a PDA (personal information management) device, a copying machine, and a facsimile device).

It goes without saying that the present invention can also be applied to the case where it is achieved by supplying a program to a system or an apparatus. Then, a storage medium storing a program represented by software for achieving the present invention is supplied to a system or apparatus, and the computer (or CPU or M of the system or apparatus).
The effect of the present invention can also be enjoyed by the PU) reading and executing the program code stored in the storage medium.

In this case, the program code itself read from the storage medium realizes the functions of the above-described embodiments, and the storage medium storing the program code constitutes the present invention.

As a storage medium for supplying the program code, for example, a floppy (registered trademark) disk, a hard disk, an optical disk, a magneto-optical disk, C
D-ROM, CD-R, magnetic tape, non-volatile memory card (IC memory card), ROM (mask ROM,
Flash EEPROM, etc.) can be used.

Further, by executing the program code read by the computer, not only the functions of the above-described embodiment are realized, but also the OS (operating system) running on the computer based on the instruction of the program code. It is needless to say that this also includes a case where the above) performs a part or all of the actual processing and the processing realizes the functions of the above-described embodiments.

Further, after the program code read from the storage medium is written in the memory provided in the function expansion board inserted into the computer or the function expansion unit connected to the computer, based on the instruction of the program code, It goes without saying that a case where the CPU or the like included in the function expansion board or the function expansion unit performs some or all of the actual processing and the processing realizes the functions of the above-described embodiments is also included.

[0137]

As described above, according to the present invention,
The management device, which manages complaints about consumables installed in the information processing device used by the user, analyzes and classifies the content of the complaint, and when it is determined that a defect has occurred in the manufacturing lot, the analysis result is returned. Information (consumables replacement information) is distributed to the user via the Internet, and the content of the distributed information is notified on a display device such as an operation panel. Therefore, the user causes the problem without a serviceman call. And it is possible to know in advance how to deal with it, which makes it possible to eliminate the personnel and time required to process the complaint.

[Brief description of drawings]

FIG. 1 is a block diagram showing a configuration of an information management system according to an embodiment of the present invention.

FIG. 2 is a block diagram illustrating a configuration example of an information processing device.

FIG. 3 is a cross-sectional view of the image forming apparatus.

FIG. 4 is a block diagram illustrating a configuration example of a printer control unit and its peripheral portion of the image forming apparatus.

FIG. 5 is a perspective view showing a configuration of a developing unit.

FIG. 6 is a side view showing a configuration of a developing unit.

FIG. 7 is a block diagram showing a procedure for user registration.

FIG. 8 is a flowchart showing an example of user registration processing.

FIG. 9 is a front view showing a registration screen of a terminal device (PC).

FIG. 10 is a flowchart showing server management processing.

FIG. 11 is a block diagram showing a flow of complaint processing.

FIG. 12 is an explanatory diagram showing a method of classifying complaints for each manufacturing lot.

FIG. 13 is an explanatory diagram showing a complaint occurrence rate for each manufacturing lot as a statistical graph.

FIG. 14 is a flowchart showing a flow of complaint management.

FIG. 15 is an explanatory diagram showing a configuration example of a system connected via the Internet.

FIG. 16 is an explanatory diagram showing a configuration example of a system connected via the Internet.

FIG. 17 is an explanatory diagram showing a configuration example of a system connected via the Internet.

FIG. 18 is a flowchart showing a process of collating information.

FIG. 19 is a front view showing the configuration of the operation panel.

[Explanation of symbols]

1 Personal computer (PC) 2 servers 3 Personal computer (PC) 4,5 image forming device 11 communication lines 12 Sales department terminals 13 Management center terminal 14 Production department terminal 17 Consumables Cartridge 18 CRG memory 20 printer cable 30 Operation panel 31 LED 32 LCD display 33 operation buttons 102 developing unit 103 non-volatile memory 104 terminal 105 wireless transmitting / receiving device 107 laser light 108 photosensitive drum 112 Transfer material 113 Laser Scanner Unit 120 transfer roller 121 fuser unit 123 developer container 131 feeding cassette 132 pickup roller 134 Feed roller 140 charging roller 141 developing roller 201 conveyor belt 400 Printer control unit 401 printer controller 402 engine control unit 412 CRG memory controller 413 Cartridge usage detector 414 Memory lock control unit

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Claims (30)

[Claims] 1. A management device for managing information relating to a defect of a consumable item used for an information processing device on a terminal side, wherein at least the user identification and the component identification of the consumable item are performed from the information processing device. A receiving unit that determines whether or not the consumable item replacement information including a defect of the consumable item has been received; a classifying unit that classifies the received consumable item replacement information based on a predetermined condition; An analysis unit configured to analyze consumable item replacement information and create analysis result information related to the defect of the consumable item; and a reply that returns the created analysis result information to the information processing device that has transmitted the consumable item replacement information. A management device comprising: means. 2. The management device according to claim 1, wherein the classifying unit classifies the received consumable item exchange information based on a manufacturing lot of the consumable item and a content of a defect. 3. The management apparatus according to claim 1, wherein the analysis unit calculates a failure occurrence rate in the same manufacturing lot. 4. An information processing device on the terminal side, which is connected to a management device for managing information relating to a consumable defect, at least a user identification, a component identification of the consumable item, and a defect of the consumable item. Storage means for storing consumable goods exchange information including, transmission means for transmitting the stored consumable goods exchange information to the management device, and analysis result information related to a defect of the consumable goods returned from the management device Analyzing means for analyzing the, the identification information included in the analyzed analysis result information, collated with the consumable replacement information stored in the storage means, and if they match, the delivered analysis result information An information processing apparatus, comprising: a collating unit that stores and rewrites the information, and a notifying unit that notifies information about a malfunction of a consumable item included in the analyzed analysis result information. 5. The information processing apparatus according to claim 4, wherein the analysis unit acquires at least a manufacturing lot number, a serial number, and notification contents from the analysis result information returned from the management apparatus. . 6. The information processing apparatus according to claim 4, wherein the collation unit performs collation based on a manufacturing lot number and a serial number. 7. The information processing apparatus according to claim 4, wherein the informing means uses an LED or an LCD display. 8. The information processing apparatus according to claim 7, wherein the display on the LCD display is performed by characters and graphics. 9. The consumable item is a unit replaceable by a user and used for an image forming process, and is a cartridge unit including at least a photosensitive drum, a developing device, and a developer. Item 9. The information processing device according to any one of items 4 to 8. 10. The consumable item is a unit replaceable by a user and used for an image forming process, and is a fixing unit for fixing a transfer image transferred to a transfer material. Item 9. The information processing device according to any one of items 4 to 8. 11. The communication connection with the management device is a connection via a computer, a connection via a server, or a direct connection without any connection. 11. The information processing device according to any one of 1 to 10. 12. A management method for managing information related to a defect of a consumable item used in an information processing device on a terminal side, wherein at least the user identification and the component identification of the consumable item are performed from the information processing device. A receiving step of determining whether or not consumable item replacement information including a defect of the consumable item has been received; a classifying step of classifying the received consumable item replacement information based on a predetermined condition; An analysis step of analyzing consumable item replacement information and creating analysis result information related to the defect of the consumable item, and a reply that returns the created analysis result information to the information processing device that has transmitted the consumable item replacement information A management method characterized by comprising a process. 13. The management method according to claim 12, wherein the classifying step classifies the received consumable item replacement information based on a manufacturing lot of the consumable item and a defect content. 14. The management method according to claim 12, wherein the analysis step calculates a failure occurrence rate in the same production lot. 15. A method of processing information on a terminal side connected to a management device for managing information relating to a defect of a consumable item, comprising at least user identification, identification of a part of the consumable item, and defect of the consumable item. A storing step of storing consumable item replacement information including storage means in a storage means, a transmitting step of transmitting the stored consumable item replacement information to the management device, and a defect of the consumable item returned from the management device. An analysis step of analyzing the analysis result information, and the identification information included in the analyzed analysis result information is collated with the consumable item replacement information stored in the storage means, and if they match, the delivered information is delivered. Information comprising a collating step of storing and rewriting the analysis result information and a notifying step of notifying information regarding a defect of the consumable item included in the analyzed analysis result information Management method. 16. The information processing method according to claim 15, wherein in the analysis step, at least a manufacturing lot number, a serial number, and notification contents are acquired from the analysis result information returned from the management device. . 17. The information processing method according to claim 15, wherein in the collating step, collation is performed based on a manufacturing lot number and a serial number. 18. A management control program for managing and controlling information relating to a defect of a consumable item used in an information processing device on a terminal side, the program being recorded on a computer-readable recording medium. Determining whether or not at least user identification, component identification of the consumable item, and consumable item replacement information including a defect of the consumable item has been received from the information processing device; and the received consumable item replacement. A step of classifying the information based on a predetermined condition; a step of analyzing the classified consumable item replacement information to create analysis result information related to a defect of the consumable item; and the created analysis result information And a step of returning the consumable item replacement information to the information processing device that transmitted the consumable item replacement information. 19. The management control program according to claim 18, wherein in the classification, the received consumable item replacement information is classified based on a manufacturing lot of the consumable item and a content of a defect. 20. The management control program according to claim 18, wherein the occurrence rate of defects in the same production lot is calculated during the analysis. 21. An information processing control program for controlling information processing on a terminal side connected to a management device that manages information relating to consumable item defects, comprising at least user identification and the consumable item. Part identification, storing consumable item replacement information including a defect of the consumable item in a storage unit, transmitting the stored consumable item replacement information to the management device, and returning the management device from the management device. A step of analyzing the analysis result information related to the defect of the consumable item, and the identification information included in the analyzed analysis result information is collated with the consumable item replacement information stored in the storage means, and if they match Includes a step of storing and rewriting the delivered analysis result information, and a step of notifying information regarding a defect of a consumable item included in the analyzed analysis result information. Information processing control program according to claim. 22. The information processing control program according to claim 21, wherein at the time of the analysis, at least a manufacturing lot number, a serial number, and a notification content are acquired from the analysis result information returned from the management device. . 23. The information processing control program according to claim 21, wherein the collation is performed based on a manufacturing lot number and a serial number. 24. A medium recording a management control program for managing and controlling information relating to a defect of a consumable item used in an information processing device on a terminal side, the control program being stored in a computer. The device is caused to determine whether or not at least user identification, component identification of the consumable item, and consumable item replacement information including a defect of the consumable item are received, and the received consumable item replacement information is based on a predetermined condition. Information that causes the consumable item replacement information to be classified, to analyze, to create analysis result information related to the defect of the consumable item, and to send the created analysis result information to the consumable item replacement information. A medium in which a management control program is recorded which is returned to a processing device. 25. The medium storing the management control program according to claim 24, wherein in the classification, the received consumable item replacement information is classified based on a manufacturing lot of the consumable item and a content of a defect. . 26. The medium on which the management control program according to claim 24 or 25 is recorded, wherein the occurrence rate of defects in the same production lot is calculated during the analysis. 27. A medium having recorded therein an information processing control program for controlling information processing on a terminal side connected to a management device for managing information relating to a consumable item failure, and at least a user identification. Storing the consumable item replacement information including the component identification of the consumable item and the defect of the consumable item in the storage means, transmitting the stored consumable item replacement information to the management device, and returning the response from the management device. Analyzing the analysis result information related to the defect of the consumable item, the identification information included in the analyzed analysis result information is collated with the consumable item replacement information stored in the storage unit, and if they match, Information that is characterized in that the distributed analysis result information is stored and rewritten, and information relating to a defect of a consumable item included in the analyzed analysis result information is notified. Medium recording management control program. 28. The information processing control program according to claim 27, wherein at the time of the analysis, at least a manufacturing lot number, a serial number, and a notification content are acquired from the analysis result information returned from the management device. The medium on which is recorded. 29. The medium recorded with the information processing control program according to claim 27 or 28, wherein the collation is performed based on a manufacturing lot number and a serial number. 30. A system in which a management device manages information related to a defect of a consumable item used in a terminal-side information processing device, wherein the information processing device includes at least a user identification,
From the information processing device, a storage unit that stores the consumable item replacement information including the component identification of the consumable item and the defect of the consumable item, a transmission unit that transmits the stored consumable item replacement information to the management device, At least a user identification, a component identification of the consumable item, a receiving unit that determines whether or not consumable item replacement information including a defect of the consumable item is received, and the received consumable item replacement information is set to a predetermined condition. A classifying unit that classifies the consumable item based on the consumable item, and an analyzing unit that analyzes the classified consumable item replacement information and creates analysis result information related to a defect in the consumable item; Reply means for sending back the exchange information to the information processing apparatus, analysis means for analyzing the analysis result information related to the defect of the consumable product sent back from the management apparatus, and the analyzed analysis result information. Collating means for collating the identification information included in the information with the consumable item replacement information stored in the storage means, and storing and rewriting the delivered analysis result information in the case of coincidence; An information processing system, comprising: an informing unit for informing information regarding a malfunction of a consumable item included in the analyzed result information.