JP2004118495A - Device management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To positively transmit a user's complaint to a supervisor to enable a user to receive accurate and rapid complaint processing. <P>SOLUTION: When a failure occurs to a vending machine 2 and a user inputs the complaint, the vending machine 2 photographs the user, prepares claim information and transmits it to an vending machine management device 3. The vending machine management device 3 receives the claim information, creates failure information indicating the failure on which complaint processing is not completed, and the user, and transmits it to a personal digital assistants (PDA) terminal 4. The PDA terminal 4 shows the failure information to a serviceman, and the serviceman accurately and rapidly performs the complaint processing to the user, based on the failure information. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a device management system for processing claims for a device to be managed.
[0002]
[Prior art]
For example, Japanese Patent Application Laid-Open No. 2001-175936 (Document 1) and Japanese Patent Application Laid-Open No. 4-348492 (Document 2) disclose a method of managing a vending machine using a wireless communication line.
Also, for example, Japanese Patent Application Laid-Open No. 2001-34820 (Document 3) discloses a vending machine provided with a camera.
Further, for example, Japanese Patent Application Laid-Open No. H10-11500 (Document 4) discloses a vending machine capable of displaying various information.
Also, NTT DoCoMo, Inc. and others provide a data communication service (DoPa network; NTT DoCoMo, Inc.) for mobiles employing a packet communication method.
[0003]
At present, various vending machines are used, and various troubles and failures can occur in the vending machines.
Considering a vending machine that provides a drink in a paper cup, a drink may be selected by paying a price, but a problem that the drink is not provided may be cited as an example.
[0004]
In order to cope with such a defect / failure, the user (user) fills out a provided communication form with a complaint, and an administrator (service person / service person) looks at the communication form and returns the price. Method is often adopted.
However, the user cannot know when the administrator will see the contact slip, and therefore may not be able to know whether the money will be returned or not.
In addition, if the administrator does not know the user who has filled in the claim, it may be difficult to find the user who should return the price.
[0005]
[Problems to be solved by the invention]
The present invention has been made in view of the above-described background, and provides an apparatus management system that ensures that a user's claim is conveyed to an administrator so that the user can receive an appropriate claim process. The purpose is to:
It is another object of the present invention to provide a device management system that allows a manager to easily find a user who is a target of claim processing.
[0006]
[Means for Solving the Problems]
[Equipment management system]
In order to achieve the above object, an apparatus management system according to the present invention includes a target device to be managed, a management device that manages the management target device, and a display device that displays management information. An apparatus management system including the above, wherein each of the target devices is a claim receiving unit that receives a claim input from the outside for each of the target devices, and a claim that generates claim information indicating the received claim. Information generating means, and first claim information transmitting means for transmitting the generated claim information to the management device, wherein each of the management devices transmits the claim information transmitted from each of the target devices. First claim information receiving means for receiving, claim information managing means for managing the received claim information, And second claim information transmitting means for transmitting the processed claim information to each of the display devices, wherein each of the display devices receives a claim information transmitted from each of the management devices. It has claim information receiving means and claim information displaying means for displaying the received claim information.
[0007]
Preferably, each of the target devices further includes photographing means for photographing a user who inputs the claim and generating an image of the user, and wherein the claim information generating means includes the claim including an image of the user. Generate information.
[0008]
[Vending machine management method]
The vending machine management method according to the present invention is a vending machine management method using one or more management devices for managing vending machines to be managed and one or more display devices for displaying management information. The vending machines each receive, for each of the target devices, a claim input by a user, generate claim information indicating the received claim, and manage the generated claim information in the management unit. Transmitted to the device, each of the management devices receives the claim information transmitted from each of the target devices, manages the received claim information, and manages the managed claim information to each of the display devices. Each of the display devices receives the claim information transmitted from each of the management devices, and Displays beam information to service personnel, the service personnel performs a claim process for the user who entered the complaint.
[0009]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described.
[0010]
[System configuration]
FIG. 1 is a diagram illustrating a configuration of a vending machine service system 1 to which the present invention is applied.
As illustrated in FIG. 1, a vending machine service system 1 (device management system) includes a wireless communication network 100 capable of performing data communication, a router (Router) 102-1 that performs routing in the wireless communication network 100, and a wireless communication network. A LAN (Local Area Network) 104 on the administrator side connected to the communication network 100, a router 102-2 for performing routing in the LAN 104, and n (n = 1, 2,...) Connected to the wireless communication network 100 ) Vending machines 2-1 to 2-n (target devices) and one or more PDA (Personal Digital Assistant) terminals 4 (display devices) for service personnel (service staff), and connected to the LAN 104. It comprises a vending machine management device 3 (management device).
[0011]
[Hardware configuration]
FIGS. 2 to 4 are diagrams exemplifying respective hardware configurations of the vending machine 2, the vending machine management device 3, and the PDA terminal 4 shown in FIG.
In FIGS. 2 to 4, substantially the same components are denoted by the same reference numerals.
Further, hereinafter, when any of a plurality of components such as the vending machines 2-1 to 2-n is shown without being specified, it is simply abbreviated to the vending machine 2 or the like.
As shown in FIG. 2, the vending machine 2 is, for example, a vending machine that provides a drink using a paper cup, and specifies a drink, accepts a price, provides a drink, provides self-diagnosis for maintenance, and The vending machine main body 22 includes components for realizing functions required as a vending machine, such as detection of a failure state, and a control device 20 for controlling the vending machine main body 22.
[0012]
The control device 20 includes an information processing unit 200 including a CPU 202 and a memory 204, a communication device 206 for performing communication with the wireless communication network 100, a recording device 208 such as an FDD / HDD / CD device, an LCD display device and an LCD display. It comprises a user interface device (UI device) 212 including a touch panel and the like attached to the screen of the device, a CCD camera 214 and the like.
[0013]
The UI device 212 is disposed, for example, on a front panel of the vending machine 2 at a position where the user can easily operate it.
In addition, for example, the CCD camera 214 is provided at a position on the front panel of the vending machine 2 where it is expected that the user's face is likely to be photographed.
That is, the control device 20 includes components necessary for information processing, data communication via the wireless communication network 100 and the like, and control of the vending machine main body 22.
[0014]
As shown in FIG. 3, the vending machine management device 3 includes a device main body 30 including a CPU 202 and a memory 204, a recording device 208, a LAN interface (LAN-IF) 300 for communicating with a LAN 104, and a CRT. / UI device 302 including an LCD display device and a keyboard.
That is, the vending machine management device 3 includes a component as a computer capable of information processing and data communication via the LAN 104 or the like.
[0015]
As shown in FIG. 4, the PDA terminal 4 includes an information processing unit 40 including a CPU 202 and a memory 204, a communication device 206, a recording device 208, a UI device 302, and the like.
In other words, the PDA terminal 4 basically includes the same components as the vending machine management device 3 and is small in size so as to be suitable for carrying by a service person.
With these components, the PDA terminal 4 sends the claim information transmitted from the vending machine management device 3 via the LAN 104, the wireless communication network 100, and the wireless communication line to the wireless communication network 100 to the service person. Display for
[0016]
[Software Configuration]
FIG. 5 is a diagram showing a configuration of the vending machine control program 24 executed in the vending machine 2 shown in FIG. 1 and FIG.
As shown in FIG. 5, the vending machine control program 24 includes a UI unit 240, a camera control unit 242, a main body control unit 244, a claim creation unit 246, and a communication control unit 248.
The vending machine control program 24 is supplied to the vending machine 2 via, for example, a recording medium 210 (FIG. 2), and is loaded into the memory 204 and executed.
The vending machine control program 24 controls the vending machine main body 22 by these components to realize a function as a normal vending machine, and also, for example, to use the vending machine for requesting a refund due to a malfunction or failure. In response to the user's operation, it creates complaint information (first complaint information) and sends it to the vending machine management device 3.
[0017]
FIG. 6 is a diagram exemplifying a UI image displayed on the screen of the UI device 212 of the vending machine 2 shown in FIG. 2 by the UI unit 240 shown in FIG.
In the vending machine control program 24, the UI unit 240 (FIG. 5) displays, for example, an image for the UI shown in FIG. 6 on the UI device 212, accepts a user operation on this image, and generates a claim creation unit 246. Is output as input information. That is, as illustrated in FIG. 6, the UI unit 240 is used to receive the input of the name, contact information, amount of the price to be refunded, and details of the malfunction / failure, etc. An image is displayed from the center to the left side of the screen of the UI device 212, and an image used for operating the image is displayed on the right side of the screen. For example, the user uses the directional keys on the left side of the screen to select an input item displayed from the center to the right side of the screen, and inputs information for the selected item using the keyboard on the lower left side.
The “send” button shown in FIG. 6 is used by a user who has completed input of necessary items to send complaint information.
[0018]
The camera control unit 242 (FIG. 5) controls the CCD camera 214 (FIG. 4), captures the face of the user who operates the UI image, and generates an image showing the face of the user, The image information is output to the claim creation unit 246 as image information.
[0019]
The main body control unit 244 (FIG. 5) controls the vending machine main body 22 (FIG. 2) to realize a function as a vending machine.
Further, the main body control section 244 receives the status information indicating whether or not each component of the vending machine main body 22 is operating normally, and the status of each component of the vending machine main body 22, and receives the complaint. Output to the creation unit 246.
[0020]
The complaint creation unit 246 (FIG. 5) includes input information input by the user with respect to the UI image (FIG. 6), image information such as the user's face photographed by the camera control unit 242, and the vending machine 2. It generates complaint information including the installation location and the like and outputs it to the communication control unit 248.
Further, the claim creation unit 246 outputs the status information input from the main body control unit 244 to the communication control unit 248.
[0021]
The communication control unit 248 controls the communication device 206 (FIG. 2) to transmit the claim information and status information input from the claim creation unit 246 to the wireless communication network, the wireless communication network 100 (FIG. 1) and transmitted to the vending machine management device 3 via the LAN 104.
[0022]
FIG. 7 is a diagram showing a configuration of the vending machine management program 32 executed in the vending machine management device 3 shown in FIG. 1 and FIG.
As shown in FIG. 7, the vending machine management program 32 includes a claim processing unit 320 and a remote maintenance unit 340.
The claim processing unit 320 includes a claim receiving unit 322, a claim list creating unit 324, a claim list managing unit 326, a failure information creating unit 328, and a failure information transmitting unit 330.
[0023]
Like the vending machine control program 24, the vending machine management program 32 is supplied to the vending machine management device 3 via a recording medium 210 or the like, loaded into the memory 204, and executed.
The vending machine management program 32 collects and processes complaint information from each of the vending machines 2-1 to 2-n using these components.
The vending machine management program 32 performs remote maintenance for each of the vending machines 2-1 to 2-n.
[0024]
In the vending machine management program 32, the remote maintenance unit 340 uses the maintenance information received from each of the vending machines 2-1 to 2-n to perform remote maintenance on each of the vending machines 2-1 to 2-n. I do.
Further, the remote maintenance unit 340 extracts information useful for claim processing from the maintenance information received from each of the vending machines 2-1 to 2-n, and outputs the information to the vending machine management program 328.
[0025]
The claim receiving unit 322 receives the claim information from each of the vending machines 2-1 to 2-n, and outputs the information to the claim list creating unit 324.
[0026]
FIG. 8 is a diagram illustrating a claim list created by the claim list creating unit 324 shown in FIG.
The claim list creation unit 324 creates a claim list illustrated in FIG. 8 from the claim information from each of the vending machines 2-1 to 2-n input from the claim receiving unit 322, and sends the claim list to the claim list management unit 326. Output.
As shown in FIG. 8, the complaint list includes, for example, the installation location of the vending machine 2 in which the failure / failure occurred, the date / time in which the failure / failure occurred, and the name of the user who made the claim for the failure / failure.・ Information such as contact information, amount of money to be refunded, details of the malfunction / failure, and confirmation (completed / un) of whether or not the complaint processing has already been performed is included. Image information captured by the CCD camera 214 of the vending machine 2 is associated with the vending machine 2.
[0027]
The claim list management unit 326 (FIG. 7) stores and manages the claim list (FIG. 8) input from the claim list creation unit 324, and provides it to the failure information creation unit 328.
Further, the claim list management unit 326 performs processing such as creating a history of troubles and failures occurring in each of the vending machines 2-1 to 2-n and displaying the history on the UI device 212 of the vending machine management device 3. .
[0028]
FIG. 9 is a diagram exemplifying failure information created by the failure information creation unit 328 shown in FIG.
The failure information creation unit 328 extracts only information on items for which no claim processing has been performed from the claim list recorded and managed by the claim list management unit 326, and furthermore, a user who has input the claims of the extracted items. The failure information (second claim information) illustrated in FIG. 9 is created in association with the image information.
Further, the failure information creating unit 328 uses the maintenance information input from the remote maintenance unit 340 to output information useful for claim processing, for example, the state of each component of the vending machine main body 22 (not shown in FIG. 9). Select and add to failure information.
The failure information creation unit 328 outputs the created failure information to the failure information transmission unit 330.
[0029]
The failure information transmission unit 330 controls the communication device 206 (FIG. 3) of the vending machine management device 3 and transmits the failure information (FIG. 9) input from the failure information creation unit 328 to the PDA terminal 4. I do.
[0030]
[Overall operation]
Hereinafter, the overall operation of the vending machine service system 1 will be described.
FIG. 10 is a communication sequence diagram showing the overall operation of the vending machine service system 1 shown in FIG.
As shown in FIG. 10, in step 100 (S100), when a failure or failure occurs in any of the vending machines 2, the UI unit 240 of the vending machine control program 24 operating on the vending machine 2 (FIG. 5) Displays the UI image (FIG. 6) on the UI device 212.
When the user of the vending machine 2 inputs a complaint with respect to the displayed UI image, the camera control unit 242 photographs the user.
[0031]
In step 102 (S102), when the user inputs all the items and presses the UI image transmission button (FIG. 6), the complaint creation unit 246 (FIG. 5) executes the UI unit 240, the camera control unit 242, and the main unit. Claim information is created from information input from the control unit 244.
Further, the communication control unit 248 transmits the created claim information to the vending machine management device 3 via the wireless communication network 100 and the LAN 104.
[0032]
In step 104 (S104), the claim receiving unit 322 of the vending machine management device 3 receives the claim information from the vending machine 2, and the claim list creation unit 324, the claim list management unit 326, and the failure information creation unit 328 Then, failure information (FIG. 9) is created from the received claim information and the like.
[0033]
In step 106 (S106), failure information transmitting section 330 transmits the created failure information to PDA terminal 4 via LAN 104 and wireless communication network 100.
[0034]
In step 108 (S108), the PDA terminal 4 displays the failure information, the corresponding image information, the maintenance information, and the like received from the vending machine management device 3 on the UI device 212 (FIG. 4).
The serviceman who sees the failure information or the like displayed on the PDA terminal 4 performs a complaint process for the user who has input the complaint.
[0035]
As described above, according to the vending machine service system 1, when a failure or a failure occurs in the vending machine 2, a service person can quickly and reliably perform a claim process without fail.
In addition, the user can receive the complaint processing without having to fill out the contact form and hand it over to the service person.
Further, even in the case of performing a complaint process for an unknown user, the serviceman can surely find the user to be complained by looking at the image of the face.
[0036]
Further, since the claim information and the history of troubles / failures can be obtained, the vending machine service system 1 is also suitable for applications in which a maker of the vending machine 2 collects data for quality improvement.
Further, the vending machine management device 3 can predict the replacement time of each of the vending machines 2-1 to 2-n on the basis of the claim information and the history of defects / failures. The history of failures can be applied to the planning of replacement.
[0037]
As described above, in the embodiment, the vending machine 2 that provides a drink using a paper cup is illustrated as the vending machine 2, but the vending machine service system 1 is applicable to all types of vending machines. is there.
The vending machine service system 1 can be applied not only to vending machines but also to management of air conditioners and elevator management devices by making appropriate changes.
[0038]
[Summary]
This specification discloses the following items.
(1) A device management system including at least one target device to be managed, a management device that manages the managed device, and a display device that displays management information, wherein each of the target devices is For each of the target devices, claim receiving means for receiving a claim input from the outside, claim information generating means for generating claim information indicating the received claim, and the generated claim information, First claim information transmitting means for transmitting to the managing device, each of the managing devices receives first claim information receiving means for receiving the claim information transmitted from each of the target devices, and Claim information management means for managing the claimed information, and the managed claim information for each of the display devices Second claim information transmitting means for receiving the claim information transmitted from each of the management devices, and displaying the received claim information. An apparatus management system comprising:
[0039]
(2) Each of the target devices further includes a photographing unit for photographing a user who inputs the claim and generating an image of the user, wherein the claim information generating unit includes the claim information including an image of the user. (1) The device management system of (1).
[0040]
(3) The device management system according to (1) or (2), wherein the claim information is transmitted from the management device to the display device via a wireless communication line.
[0041]
(4) A vending machine management method using one or more management devices for managing vending machines to be managed and one or more display devices for displaying management information, wherein each of the vending machines includes: Receiving a claim input by a user for each of the target devices, generating claim information indicating the received claim, transmitting the generated claim information to the management apparatus, Each receives the claim information transmitted from each of the target devices, manages the received claim information, transmits the managed claim information to each of the display devices, and each of the display devices Receiving the claim information transmitted from each of the management devices and displaying the received claim information to a service person , Said service personnel, vending machine management method for performing a complaint process for the user you enter the claim.
[0042]
【The invention's effect】
As described above, according to the device management system of the present invention, a user's complaint is reliably transmitted to the administrator, and the user can receive an appropriate complaint process.
Further, according to the device management system of the present invention, the administrator can easily find the user who is the target of the claim processing.
[Brief description of the drawings]
FIG. 1 is a diagram illustrating a configuration of a vending machine service system to which the present invention is applied;
FIG. 2 is a diagram illustrating a hardware configuration of the vending machine shown in FIG. 1;
FIG. 3 is a diagram illustrating a hardware configuration of the vending machine management device shown in FIG. 1;
FIG. 4 is a diagram illustrating a hardware configuration of each of the PDA terminals shown in FIG. 1;
FIG. 5 is a diagram showing a configuration of a vending machine control program executed in the vending machine shown in FIGS. 1 and 2.
6 is a diagram exemplifying a UI image displayed on the screen of the UI device of the vending machine shown in FIG. 2 by the UI unit shown in FIG. 5;
FIG. 7 is a diagram showing a configuration of a vending machine management program executed in the vending machine management device shown in FIGS. 1 and 3.
8 is a diagram illustrating a claim list created by a claim list creating unit shown in FIG. 7;
FIG. 9 is a diagram exemplifying failure information created by a failure information creation unit shown in FIG. 7;
FIG. 10 is a communication sequence diagram showing an overall operation of the vending machine service system shown in FIG. 1 and the like.
[Explanation of symbols]
1 ・ ・ ・ Vending machine service system,
100 ... wireless communication network,
102 ... router,
104 ... LAN,
2 ・ ・ ・ Vending machine,
20 control device,
200, 40 ... information processing unit,
202 ... CPU,
204: memory,
206 ・ ・ ・ communication device,
208 ・ ・ ・ Recording device,
210 ... recording medium,
212, 302... UI device,
214 ・ ・ ・ CCD camera,
24 ・ ・ ・ Vending machine control program,
240 ... UI unit,
242: camera control unit,
244: main body control unit,
246 ... claim creation unit,
248 ... communication control unit,
22 ・ ・ ・ Vending machine body
3. Vending machine management device
30 ・ ・ ・ Device main body,
32 ・ ・ ・ Vending machine management program
320 ... claim processing unit,
322 ... claim receiving unit,
324: Claim list creation unit
326: Claim list management unit
328: failure information creation unit
330 ... failure information transmitting unit,
340: Remote maintenance unit,
4 ... PDA terminal,

Claims (3)

A device management system including one or more target devices to be managed, a management device that manages the managed device, and a display device that displays management information,
Each of the target devices,
Claim receiving means for receiving a claim input from the outside for each of the target devices,
Claim information generating means for generating claim information indicating the accepted claim,
A first claim information transmitting unit that transmits the generated claim information to the management device;
Each of the management devices,
First claim information receiving means for receiving the claim information transmitted from each of the target devices,
Claims information management means for managing the received claim information,
A second claim information transmitting unit that transmits the managed claim information to each of the display devices,
Each of the display devices,
Second claim information receiving means for receiving the claim information transmitted from each of the management devices,
A device management system having a claim information display unit for displaying the received claim information. Each of the target devices,
The image capturing apparatus further includes an image capturing unit configured to capture an image of a user who inputs the claim and generate an image of the user.
The apparatus management system according to claim 1, wherein the claim information generating unit generates the claim information including an image of the user. A vending machine management method using one or more management devices for managing vending machines to be managed and one or more display devices for displaying management information,
Each of the vending machines,
Receiving a claim input by a user for each of the target devices,
Generate claim information indicating the accepted claim,
Transmitting the generated claim information to the management device,
Each of the management devices,
Receiving the claim information transmitted from each of the target devices,
Managing the received claim information,
Transmitting the managed claim information to each of the display devices,
Each of the display devices,
Receiving the claim information transmitted from each of the management devices,
Displaying the received claim information to a service representative,
A vending machine management method in which the service person performs a claim process for a user who has input the claim.

Images