JP2003345923A - Quality information processing system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a quality information processing system highly efficiently processing quality information without increasing the quantity of office processing in vain. <P>SOLUTION: This quality information processing system is provided with a communication network 3, a terminal 1 in an issue section issuing an obstacle information report book in electronic data of facilities or equipment, a server 3 performing data communication management of the communication network, a terminal 5 in a reception section connected to the server and receiving the obstacle information report book, a terminal 6 in a reply section connected to the server and replying to the obstacle information report book, information management database 8 connected to the server and accumulating, storing, and managing information of the obstacle information report book, user registration management database 9 connected to the server and accumulating, storing, and managing each user registration information, and a means 4 disclosing the obstacle information report book to only the user registered beforehand based on the information of the user registration management database. <P>COPYRIGHT: (C)2004,JPO

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

TECHNICAL FIELD The present invention relates to the present invention. The present invention relates to quality information processing for processing a failure information report (trouble report) of a facility or equipment installed at various places such as an elevator.

[0002]

2. Description of the Related Art An elevator will be described as an example of facilities or equipment installed at various places. If there is a failure such as a failure or failure in the elevator, this failure information report
(Hereinafter referred to as “trouble report”), there is a mechanism to manage the progress from the occurrence of the failure to the completion of the instruction for the treatment. Conventionally, this trouble report is information transmission that is made freely by paper from a plurality of departments. In addition, these failures were statistically analyzed and analyzed, but the basic information was manually input to the computer by looking at the trouble report (paper).

Elevators are shipped worldwide and installed in local buildings. In a large number of elevators, troubles and breakdowns (hereinafter referred to as troubles) occur for various reasons. Such troubles occur during installation and maintenance. Such troubles should be promptly reported to the related parties (facility, equipment manufacturer, etc.) and dealt with.
In the past trouble reports, information was exchanged by paper, so the information transmission was slow and various problems were derived.

FIG. 12 shows a general flow of a conventional trouble report. For example, the issuing department consisting of domestic and overseas sales departments, installation construction departments, maintenance departments, etc., the reception department consisting of quality control departments, etc., and the response department consisting of design departments and machining departments,
In each department, fill in the ledger provided for each department, distribute it to the person in charge of the department, and after the person in charge performs predetermined processing,
After the superior's seal, it is transmitted to the next department.

The main processing of each section when a trouble report occurs is as follows. First, on the outward route, the issuing department 101 creates a predetermined standardized trouble report based on the trouble report created at the installation site, assigns a number, fills in a department report, and creates and stores a copy. The created trouble report is sent to the reception department 103. Reception department 103 is to fill in the department ledger, answer department
(Department responsible for the cause of the trouble) is selected (not limited to one department), and a copy is created and stored. The trouble report is sent to the selected answering department 105. The answering section 105 fills in the section ledger, designates a person in charge when the section is responsible, and creates and stores a copy. If the other department is responsible for the misunderstanding of the reception department 103, it is returned to the reception department 103, and a copy is created and stored.

On the return route, the answering department 105 determines the treatment, contacts the relevant department, writes the answer, creates and stores a copy, returns it to the receiving department, and updates the department ledger. The receiving section 103 receives the answer, prepares and stores a copy, returns the reply to the issuing section 101, and updates the section ledger. Then, the issuing section 101 receives and stores the answer, instructs a response to the installation site, and updates the section ledger.

[0007]

The above-described conventional method of processing the quality information of facilities and equipment has the following problems. 1) Requests for answer promotion frequently occur with a delay in answering, resulting in an increase in the amount of business processing. That is, since it takes time for the answer to return to the issuing department, there has been a frequent request from the issuing department to promote the answer, which has led to an increase in the amount of paperwork required to respond. 2) It is not known where the trouble report is actually staying (whether it is the department, the person in charge of the department, the supervisor, or the person in charge of paperwork). For this reason, inquiries about the current processing status (inquiries from the issuing department to the receiving department, and inquiries from the receiving department to the answering department) frequently occur, and the amount of paperwork for dealing with this has increased.

[0008] 3) The trouble report may be lost, the answer may be lost or delayed, and secondary operations may increase in response to the loss or delay. 4) Ledger management and copy keeping were required in each department, and there was unnecessary duplication of work. 5) When trying to statistically analyze a trouble, it was necessary to visually input a trouble report (paper) and manually input information.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-mentioned problem, and has as its object to provide a quality information processing system for efficiently processing quality information without uselessly increasing the amount of paperwork.

[0010]

SUMMARY OF THE INVENTION In view of the above objects, the present invention provides a communication network and at least one issuer connected to the communication network for issuing a failure information report by electronic data of facilities or equipment. Department terminal, a server connected to the communication network to perform data communication management, and at least one reception department terminal connected to the communication network via the server and receiving the failure information report, A terminal of at least one answering department connected to the communication network via the server for responding to the failure information report, and storing, storing and managing information of the failure information report connected to the server; Connected to the server and the information management database to store, store and manage each user registration information And a means for disclosing the failure information report only to users registered in advance based on the information in the user registration management database. is there.

[0011] Further, an automatic numbering means for automatically numbering and assigning a predetermined management number to the fault information report is provided.

[0012] Further, there is provided a means for giving each user the right to write information only in a predetermined column of the trouble information report or the right to approve or deny the written information. .

[0013] Further, when an authorized person writes in a predetermined column of the trouble information report in a predetermined department and is approved, a workflow subsystem in which the possession authority of the trouble information report is moved to a preset next department. It is characterized by having.

[0014] Further, if the department that currently has the authority to hold the fault information report does not move to the next department even after a certain period of time from the start of holding the failure information report, the department that actually has the ownership is An automatic alarm generating means for generating an alarm for promoting the processing to a certain department is provided.

[0015] Further, the present invention is characterized in that a record of a retention period is disclosed to the user for all trouble information reports.

[0016] Further, display means is provided for automatically switching between Japanese display for domestic users and foreign language display for overseas users.

Further, a statistical processing subsystem for extracting predetermined information from the fault information report and performing statistical processing is provided.

[0018]

FIG. 1 is a diagram showing a system configuration of a quality information processing system according to an embodiment of the present invention. In FIG. 1, reference numeral 1 denotes a terminal composed of a personal computer (hereinafter, referred to as a PC) of a domestic user who is a department for issuing a trouble report (trouble information report). Reference numeral 2 denotes a terminal for an overseas user who is a department for issuing a trouble report. It is a communication network composed of lines and the like. The following are generally provided at, but not limited to, facilities and equipment manufacturers, etc., and 4 is a general workflow for trouble report processing along with data communication management on the communication network. (E.g., when the authorized person writes in a predetermined column of a trouble report in a predetermined department and approval is given, a workflow subsystem that moves the holding authority of the trouble report to the next preset department, registration of a user and information thereof The server has a computer function for storing, managing, and storing and managing all the information of trouble reports, as well as storing and managing the results of statistical processing of trouble reports.

Reference numeral 5 denotes a terminal of a user of a reception section that receives a trouble report, 6 denotes a terminal of a user of a response section that answers a trouble report, 7 denotes a terminal for statistical processing management, and 8 denotes all information of the trouble report. An information storage database for storing, storing and managing the information, 9 is a user registration management database for storing, storing and managing the user registration information of the present system, and 10 is for storing and storing the result of statistical processing of the trouble report. This is a quality statistics management database to be managed. Terminal 7 for statistical processing management
And the quality statistical management database 10 constitute a statistical processing subsystem. Note that the number of terminals is not limited to that shown in FIG. 1, and a desired number can be provided. For example, the server 4 stores and manages user registration information and stores and manages all information of trouble reports on, for example, the terminal 5 of the reception section. The functions may be distributed in such a manner that the terminal 7 performs the functions.

FIGS. 2 to 11 show examples of a display screen and an input / output screen of the system according to the present invention. 2 is a diagram showing an example of a trouble report case list, FIG. 3 is a diagram showing an example of a continuous screen on the right side of FIG. 2, FIG. 4 is a diagram showing an example of a screen for filling in a main body file, and FIG. FIG. 6 is a diagram showing an example of a search screen, FIG. 7 is a diagram showing an example of a screen showing a portion of the status of a trouble report, and FIG. 8 is a list of trouble report cases in FIG. FIG. 9 shows an example of another screen of the English version of the trouble report case list, FIG. 10 shows an example of the English version of the screen of the trouble report body, and FIG. It is a figure showing an example of an English version of a search screen.

The system according to the present invention comprises a workflow subsystem for processing a trouble report and a quality information processing subsystem for performing statistical processing based on the information of the trouble report. The information of each subsystem is disclosed to a specific user registered in advance, but is not disclosed to other users, that is, a so-called intranet.

The system user is managed by registering the user in a user registration management database (DB) 9. The contents of the user registration management information include a user identity (login name, password, affiliation, location, etc.) and access authority (authority such as creation and verification). For example, in the case of an overseas user, the user registration management information includes a user name, an affiliated overseas sales company, authority setting (for creator and approver), a login name, a password, an email address, and the like. In the case of domestic users, the information includes the user name, affiliated domestic branch office, authority setting (for creator and authorized person), login name, password, e-mail address, and the like.

When the registered user accesses the system, a list of business cases is displayed as shown in FIGS. 2 and 3 (FIG. 3 shows a continuous screen on the right side of FIG. 2). Clicking the reference button 111 (FIG. 2) in the list displays an individual trouble report. Restriction is added to the addition to the individual trouble report.
Click (Fig. 2) to edit (append). Only the authorized person can see and edit the contents. This authority is determined with reference to the above-mentioned user registration management information. Security management (management of entry and editing rights (modification rights)) is based on the personal password of the user
Recognize the authority by personal email address.

The numbering of the case number, which is the management number, is based on the fact that the user's department information and district information are registered in the user registration information. For example, the system automatically assigns numbers according to the following system. Numbering system for domestic projects AB XY 01 035 First two-digit alphabet: Next two-digit alphabet indicating issuing department: Next two-digit numeral indicating issuing area: Next three-digit numeral for issuing year: Serial number Overseas project numbering system US 12345 First two digits alphabet: symbol indicating overseas Next two digits alphabet: next two digits indicating country of issue: three digits following year of issue: consecutive digits

Regarding the notation of the department or district where the project occurred,
The system recognizes the first four digits of the number and displays the department / district. Regarding numbering of trouble reports, numbering mistakes are eradicated by automatic numbering. Regarding the trouble and time required to send a trap report, the flow from the issuing department → receiving department → answering department → receiving department → issuing department is completed. After it is obtained, it is sent to the next department, and each department manages a ledger and keeps a copy of it. It is made into a workflow and is performed only by clicking a send button (not particularly shown). Since all the information of the trouble report remains in the information storage database 8, it is not necessary to manage the ledger in each department.

After transmitting the trouble report, for example, a processing reminder warning mail (processing promotion warning) is automatically transmitted to a case in which no processing is performed in the receiving section even after one week has passed. After that, a warning mail is transmitted every seven days until it is processed. In this case, the date of transmission and reception in each section is included as ancillary data in each trouble report, and management is performed according to the data. This makes it possible to immediately know where the trouble report is staying in the system. In addition, as shown in FIG.
5 (holding period) is displayed in the list. Further, it can be confirmed on the screen showing the schedule shown in FIG. If the user wants to view the case, the trouble report body file is displayed directly by clicking the URL of the transmitted notification e-mail without entering the login and password. Then, the authorized person can perform the editing work as it is.

Since the location of the case is displayed in a list on the Web, there is no loss of the case. In addition, the current department in charge, the person in charge (= owner of the case), and the current status can be immediately confirmed in a list. This can be determined, for example, from the staying section, staying days 115 shown in FIG. 3, or the status screen of FIG.

Further, regarding disclosure of progress information, a history from issuance to completion of a trouble report is automatically saved as additional information of the trouble report. As a result, it is possible to manage the progress information of who performed the processing, when, and how, and disclose it to the authorized person. In addition, to grasp the staying department at the present time, the trouble report is disclosed in a list format in which department and how many days the problem report is staying. In addition, about checking for incompleteness,
A warning will be displayed if you forgot to input or there is an error, and if you click on the corresponding item, the error part will be displayed on the screen.

Further, regarding access to the data in the quality statistics management DB 10, any person can access the latest data anytime and at any time by controlling based on the user registration management information, and can analyze personal data.

Regarding the search for similar cases, the user can set search conditions for each individual in accordance with the search screen shown in FIG. 6, and displays information conditions and only necessary contents.

Regarding the process of transmitting a trouble report to the contact department, a trouble report from abroad is automatically transmitted to a person in charge of the receiving department by country when the issuing department transmits. When a trouble report from Japan is sent by the issuing department, it is automatically sent to the model-specific person in charge of the receiving department. The trouble report is automatically transmitted every day to the EDP system (quality information system), that is, the statistical processing management terminal 7,
It is automatically tabulated and statistically processed and disclosed as quality information. For browsing quality information, a list is displayed.
Authorized persons can view the latest response status, such as the response status and the parts shipment schedule.

For the notification of the issuance of the quality information,
Each time a process such as a change of the person in charge is performed, a notification mail is sent to the supervisor and the person in charge of the department. In addition, every time a trouble report is sent to the next section, a notification mail is sent to urge the user to take action.

When a trouble report is viewed at an overseas sales company, a foreign language, for example, FIG.
When the trouble report is viewed in Japan, it is displayed in Japanese. The automatic translation function may be provided in each terminal as S / W and used, or the server may distribute the S / W.

The trouble report management ledger for each section is unnecessary since information on reception of all trouble reports, department in charge, transmission date, person in charge, etc. is automatically and immediately displayed in a list.

[0035] Similar answers can be used as electronic data to create answers to similar cases, so that similar cases can be diverted, and by using the answer information for similar cases, the trouble of creating trouble reports can be minimized.

As described above, in the system according to the present invention, first, (1) the issuance, transmission, and notification of the answer of the trouble report which is the source of the field quality information of, for example, an elevator as an example of a facility or equipment using the workflow system. I do. As a result, the communication of the trouble report becomes quick. In addition, in the rare case of paper, the loss in the middle stage, the missing response and the delay due to the loss are eliminated.

(2) The trouble report exchange and its contents are posted on a predetermined homepage via a network, for example, an Internet line, and only the authorized person who has received the notice can notify the trouble report body. Addition can be made only to the column in charge of the file. FIG. 4 shows an example of this entry (additional) screen. In this way, only the proper authority can add data, so that the latest correct information is always maintained.

(3) The exchange and contents of the trouble report via the Internet line are posted on a predetermined homepage, and are disclosed only to specific users registered in advance. Thus, each user can always browse the latest information related to the user, and therefore, there is no inquiry about the processing status of the trouble report. FIG. 7 is a screen showing the status of the latest state of a certain matter. In this example, the status is "Waiting for reception department distribution"
It is.

(4) An access authority is set, and prior user registration is required. As a result, only registered users can use the system, and leakage of information to persons other than those involved is prevented.

(5) A workflow subsystem for processing a trouble report is connected to a quality information processing subsystem for performing statistical processing based on the information of the trouble report, and information is extracted from the trouble report and automatically connected. In addition, statistical analysis of defects was performed. Thereby, the trouble of re-inputting information can be omitted, and the quality information can be analyzed quickly, and the feedback to the product can be made faster.

(6) Every time a trouble report (individually issued, answered, set / changed by a person, etc.) is executed, a notification mail is sent to the person in charge of the related department and the approver (boss). I do. Thereby, the processing of the trouble report in each section is speeded up.

(7) If the trouble report is kept for a certain period (for example, one week) after the notification mail, a warning mail is transmitted to urge the prompting of the answer. If it stays further after that, it becomes more noticeable at regular intervals
Added a warning mail (for example, capital letters and colors). This eliminates trouble report processing and delays.

(8) When the recipient of the notification mail clicks the URL described in the notification mail, the trouble report body file is displayed. FIG. 5 is an example of a main body file of the trouble report. As a result, the department can perform the processing quickly without having to log in to the system.

(9) The case list is automatically created from the trouble report, and the related persons are permitted to browse. Thereby, the related person can view the response status of the specific trouble report, the response status such as the shipping schedule of the troubleshooting component, and the status of the similar trouble.

(10) A trouble report (for example, English) created by an overseas sales company is automatically replaced with Japanese by a translation system for access from within Japan and displayed.
Conversely, trouble reports created in Japan (Japanese)
For translations from overseas, the translation system automatically replaces and displays the foreign language, for example, English. FIG. 2 shows an example of Japanese display, and FIG. 8 shows an example of English display. This eliminates the problem of the language used.

(11) Issuance, reply, and transmission of quality information are performed on a Web server. As a result, delivery time and paper can be reduced.

[0047]

As described above, according to the present invention, a communication network and a terminal of at least one issuing section connected to the communication network for issuing a failure information report by electronic data of facilities or equipment. A server connected to the communication network for performing data communication management, a terminal of at least one reception section connected to the communication network via the server and receiving the failure information report, and A terminal of at least one answering department connected to the communication network and responding to the trouble information report; and an information management device connected to the server for storing, storing and managing the information of the trouble information report. User registration that is connected to the database and the server and stores, stores and manages each user registration information Management database, and a means for disclosing the failure information report only to the user registered in advance based on the information of this user registration management database, the quality information processing system characterized by comprising, Various effects can be obtained, such as faster and more reliable information transmission and elimination of redundant work.

Further, since there is provided automatic numbering processing means for automatically numbering and assigning a predetermined management number to the fault information report, there is no mistake in numbering.

In addition, since each user is provided with a means for giving an authority to write information only in a predetermined column of the trouble information report or an authority to approve or deny the written information, only the authorized person is provided. Can write information, and others cannot modify the information.

Also, when an authorized person writes in a predetermined column of the trouble information report and is approved in a predetermined section, the possession authority of the trouble information report moves to the next preset section. Since the information is automatically transmitted to the next department because it is provided, it is labor-saving and is an electronic process, so that the transmission is quick, and it is not necessary to manage the ledger for each department and keep a copy.

Further, if the department that currently has the authority to hold the trouble information report does not move to the next department even after a certain period of time from the start of holding the information, the department that has the authority to hold the failure information report does not. The automatic alarm generation means for issuing an alarm for processing promotion is provided to the department in question, so that the processing is promptly and dynamically prompted for a processing delay, so that the delay is small.

Further, since the record of the holding period is disclosed to the user for all the trouble information reports, the processing status can be known. You can reminder the department you are in.

Further, since the display means for automatically switching between Japanese display for domestic users and foreign language display for overseas users is provided, user convenience is improved.

In addition, since a statistical processing subsystem for extracting predetermined information from the fault information report and performing statistical processing is provided, labor saving and speeding up of statistical processing can be achieved.

[Brief description of the drawings]

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

FIG. 2 is a diagram showing an example of a trouble report case list in the system according to the present invention.

FIG. 3 is a diagram showing an example of a continuous screen on the right side of FIG. 2;

FIG. 4 is a diagram showing an example of a screen for filling in a main body file in the system according to the present invention.

FIG. 5 is a diagram showing an example of a screen of a trouble report body in the system according to the present invention.

FIG. 6 is a diagram showing an example of a search screen in the system according to the present invention.

FIG. 7 is a diagram showing an example of a screen of a portion showing a status of a trouble report in the system according to the present invention.

FIG. 8 is a diagram showing an example of an English version of the trouble report case list of FIG. 2;

FIG. 9 is a diagram showing another example of the English screen of the trouble report case list in the system according to the present invention.

FIG. 10 is a diagram showing an example of an English version of a screen of a trouble report body in the system according to the present invention.

FIG. 11 is a diagram showing an example of an English version of a search screen in the system according to the present invention.

FIG. 12 is a diagram for explaining the state of processing of this type of quality information in the related art.

[Explanation of Signs] 1, 2 Terminal of issuing department, 3 Communication network, 4
Server, 5 Reception department terminal, 6 Response department terminal,
7 terminal for statistical processing management, 8 database for information storage, 9 database for user registration management, 10 database for quality statistics management.

   ────────────────────────────────────────────────── ─── Continuation of front page    (72) Inventor Kensaburo Tatsukawa             2-3 2-3 Marunouchi, Chiyoda-ku, Tokyo 3             Rishi Electric Co., Ltd. (72) Inventor Osamu Ishizuka             2-3 2-3 Marunouchi, Chiyoda-ku, Tokyo 3             Rishi Electric Co., Ltd. (72) Inventor Emiko Nagasaki             2-3 2-3 Marunouchi, Chiyoda-ku, Tokyo 3             Rishi Electric Co., Ltd. (72) Inventor Taizo Nishimoto             2-3 2-3 Marunouchi, Chiyoda-ku, Tokyo 3             Rishi Electric Co., Ltd. F term (reference) 3F304 BA26 CA11 EA22 ED08 ED13                       ED18

Claims (8)

[Claims] 1. A communication network, a terminal of at least one issuing department connected to the communication network for issuing a failure information report by electronic data of facilities or equipment, and a data communication connected to the communication network A server for managing, a terminal of at least one reception section connected to the communication network via the server and receiving the failure information report, and a terminal connected to the communication network via the server, A terminal of at least one answering department for responding to the information report; an information management database connected to the server for storing, storing and managing the information of the failure information report; and Store user registration information,
A database for storing and managing a user registration, and means for disclosing the failure information report only to users registered in advance based on the information in the database for managing the user registration. Information processing system. 2. The quality information management system according to claim 1, further comprising automatic numbering processing means for automatically numbering and assigning a predetermined management number to said trouble information report. 3. A means for granting each user the right to write information only in a predetermined column of the trouble information report or the right to approve or deny the written information. The quality information management system according to claim 1. 4. A workflow subsystem in which, when an authorized person writes in a predetermined column of the trouble information report in a predetermined department and is approved, the possession authority of the trouble information report is moved to a preset next department. The quality information management system according to claim 1, further comprising: 5. A department that currently has the authority to hold the failure information report, if the authority does not move to the next department even after a certain period of time from the start of the ownership, and 2. The quality information management system according to claim 1, further comprising an automatic alarm generation unit for generating an alarm for promoting the processing to a department in which the quality information management is performed. 6. The quality information management system according to claim 1, wherein a record of a retention period is disclosed for all trouble information reports to a user. 7. The quality information management system according to claim 1, further comprising display means for automatically switching between Japanese display for domestic users and foreign language display for overseas users. 8. The quality information management system according to claim 1, further comprising a statistical processing subsystem for extracting predetermined information from the failure information report and performing statistical processing.