JP2004240675A - Repair completion report terminal equipment and system and program for reporting completion of repair - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To support a report creation operation by a person in charge of repair of a material and to rapidly report a repair result to a person in charge of business reception and an agency. <P>SOLUTION: A system is provided with a report creation support means 13 displaying an item 11 to be required to input and supporting report creation work for supporting creation of a report 23 reporting a result of a repair operation of the material, a means 15 inputting a handwritten signature of a customer in the report and a means making the report 23 in an accesable state through a network 20 by using arbitrary terminal equipment 30 at the agency intermediating the repair operation with respect to a section in charge of repair, which is in charge of the repair operation of the material by receiving a request from a request source or repair of the material when the report creation support means 13 creates the report. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention supports the preparation of a report of the result of the repair work of the equipment, registers the report in a state where it can be browsed on a server or the like, and relays the content to a contact person or an agency, etc., which is the agent, in real time The present invention relates to a repair completion report terminal device, a repair completion report system, and a repair completion report program for notifying by a user.
[0002]
[Prior art]
Establishing a repair service system in the event of a breakdown in home appliances or office equipment has become an important responsibility of the manufacturer providing such products to users. The quality of this service system has a significant effect on product sales. Therefore, in order to promptly provide an optimal service to a user, a business trip repair receiving system using a network and the like are introduced (Patent Document 1).
[0003]
[Patent Document 1]
JP-A-2002-269264
[0004]
[Problems to be solved by the invention]
By the way, the conventional techniques as described above have the following problems to be solved.
When a sales agent such as office equipment sells a device to a user, a sales representative or an agent handles a maintenance management problem, a technical problem, or the like occurring in the device. For example, when a user of a device requests the agent to repair the device, the agent notifies the repair department of the device manufacturer of the request. When a response such as a visit schedule is obtained from the repair department, the date and time of the repair visit are notified to the user. The repair department visits the user on the relevant date and time to perform a repair service. The repair may be completed successfully, but for example, if the visit of the repair staff is later than the scheduled time, or if there is further trouble with the equipment after the repair is completed, the user may call the agent. If you do not contact the repair staff once, you may not be able to respond properly. In general, a repair clerk prepares a report of the repair result after returning to the office, but if the report is submitted slowly, it takes a long time for a sales representative or an agency to grasp the repair result.
The present invention has been made in view of the above points, and supports a report preparation work by a person in charge of repairing equipment, and aims to speed up communication of repair results to a sales representative or an agency. It is an object of the present invention to provide a repair completion report terminal device, a repair completion report system, and a repair completion report program.
[0005]
[Means for Solving the Problems]
The present invention solves the above problem by the following configuration.
<Configuration 1>
In order to support the preparation of a report reporting the results of equipment repair work, a report preparation support means for displaying an item requiring input and supporting the report preparation work, and a customer handwritten in the above report When the report is created by the means for inputting the signature and the report creation support means, the repair department in charge of the repair work of the above equipment is requested by the repair requester of the above equipment to receive the repair. Means for making the report available for browsing via a network by using an arbitrary terminal device at a transfer destination where the work has been transferred.
[0006]
In addition to supporting the preparation of a report for reporting the results of equipment repair work, the report is registered in a state that can be viewed on a server, etc., and the contents are sent to the contact person or agency, etc. Notify in real time. As a result, it is possible to quickly and accurately respond to inquiries from the repair request source to the agent. The report preparation support means supports the report preparation work by displaying the items that require input. Items for which input is requested may be displayed as titles or specific input items. The input operation is made more efficient by the simple item display. The repair requester of the equipment is the manager or owner of the equipment. The agent notifies the repair department in charge of the repair work that the repair request has been made. The transfer destination is, for example, an agency. This agency will be able to view reports that report the results of the repair work. The method of making the browsable state is arbitrary. The report may be directly uploaded to the server, or the report data may be transmitted to request the server to upload the report. You can view all or part of the report. There is a terminal device at the transfer destination, and the report can be viewed via the network. The type of the terminal device is arbitrary. Note that the method of receiving the request from the repair request source and the method of relaying are arbitrary. The requester of the equipment repair inputs a signature on the repair result report by pen input or the like. This signature is directly included in the report as image data. Conventionally, signatures have been requested for slips to confirm repair completion. However, by requesting a signature to be entered in a report of a repair completion report, slip management can be eliminated. Customer handwritten signatures can be implemented with existing pen-based applications, either pressure sensitive or magnetically sensitive. This is to receive the customer's approval of the contents of the repair report.
[0007]
<Configuration 2>
In the repair completion report terminal device according to the first aspect, the means for inputting the customer's handwritten signature converts and saves the report data and the signature data into data that is difficult to separate. A repair completion report terminal device, wherein the signature data is independently deleted so that it cannot be reused.
[0008]
The signature data is independently combined with the report data so that it cannot be reused, while the signature data is deleted. This facilitates the creation and storage of a signed report.
[0009]
<Configuration 3>
In the repair completion report terminal device according to the first aspect, the report creation support unit may include a unit that displays a list of a plurality of types of repair report sentences having different contents in a selectable state on a display. And a means for generating a report including the repair report sentence.
[0010]
The repair report can be predicted in advance from the content of the repair request. Therefore, by preparing a plurality of types of repair report sentences that may be applicable and selecting from the list after the repair is completed, the report can be completed quickly.
[0011]
<Configuration 4>
The repair completion report terminal device according to the first aspect, characterized in that the repair completion report includes means for including customer information collected during the repair work in the repair completion report.
[0012]
At the time of the repair work, important business information such as, for example, considering replacement of equipment may be obtained from dialogue with the customer. The format of the report is determined in advance so that this important business information is included in the repair completion report. This report is an effective means of transmitting information because the agency such as a sales department or an agency can view the report.
[0013]
<Configuration 5>
A terminal device having a report creation support means for displaying an item requested to be input and supporting a report creation operation in order to support creation of a report reporting the result of the repair work of the equipment; and Means for inputting the customer's handwritten signature to the customer, and receiving a report from the terminal device, receiving a request from a repair requester of the device, and requesting a repair department in charge of the repair work of the device to perform the repair. A repair completion report system, comprising: a server that retains the report at a transfer destination where the work has been transferred, using an arbitrary terminal device so that the report can be viewed via a network.
[0014]
This is an invention of a system including a server that receives a report from the terminal device having the configuration 1 and makes it possible to browse through a network. The server may be located in a repair department or a management department such as a sales department.
[0015]
<Configuration 6>
In order to support the preparation of a report that reports the results of equipment repair work, a report preparation support process that displays the items that require input and supports the report preparation work, and the customer's handwriting in the report The process of inputting the signature and, when the report is prepared by the report preparation support means, receiving a request from the repair request source of the above-mentioned equipment, and requesting the repair department in charge of the repair work of the above-mentioned equipment to carry out the repair. A repair completion report program for causing a computer to execute a process of making the report browsable via a network using an arbitrary terminal device at a transfer destination where the work transfer was performed.
[0016]
It is an invention of a computer program to be installed in the terminal device of Configuration 1.
[0017]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described using specific examples.
FIG. 1 is a block diagram showing a specific example of the repair completion report system.
In this system, a repair person who visits a repair request destination for repair of equipment creates a repair completion report using the terminal device 1. The terminal device 1 is, for example, a PDA (Personal Digital Assistance; personal digital assistant). The display 2 of the terminal device 1 includes, for example, a touch panel type or a magnetic sensing type handwritten character input interface. The pen 3 is used for this input operation and the like. In order to create the repair completion report 5 in the terminal device 1, an arithmetic processing function as shown by a dashed line in FIG. The storage device 10 stores data such as a repair item 11 and a repair result report sentence 12.
[0018]
Further, a report creation support unit 13, a repair work support unit 14, a handwritten signature input unit 15, a report transmission unit 16, a print control unit 17, and a business information collection unit 18 are provided for these processes. Each of these means is composed of a computer program that causes a computer of the terminal device 1 to execute a predetermined process. The report creation support means 13 has a function of displaying an item requested to be input and automatically generating report data, as described later, to support creation of the generation completion report 5. The repair work support means 14 has a function of allowing a repair person to collect information from the repair target item and execute a process of searching for a fault location or identifying a necessary repair part while displaying a repair manual. . The specific contents will be described later in detail.
[0019]
The handwritten signature input unit 15 has a function of inputting and saving the signature of the repair requester with respect to the repair completion report. The signature is performed using the pen 3. The report transmission means 16 has a function of transmitting the repair completion report created by the terminal device 1 to the server 21 via the network 20. The storage device 22 of the server 21 stores the repair completion reports 23 transmitted from the various repair personnel in this manner. The upload processing means 24 of the server 21 confirms the format of the repair completion report 23 received from the terminal device 1, generates a data file in a so-called HTML format, for example, which can be browsed through the Internet, and stores the data file in the storage device 22. Has upload function. As a result, the contents of the repair completion report 23 can be viewed from the terminal device 30 at the transfer destination.
[0020]
The transfer destination is a department that has received a request for repair from a device repair request source and has transferred the repair work to the repair department in charge of the repair work. For example, a repair reception desk, a sales department, or a department in charge of an agency is the transfer destination. The print control unit 17 has a function of controlling the printer 6 to print the repair completion report 5 created by the terminal device 1. The report 7 printed by the printer 6 is handed to a repair request source. It should be noted that a signature written by the repair requester using the pen 3 is also printed on the report 7 at the same time.
[0021]
FIG. 2 is an explanatory diagram of a report creation screen for reporting the result of the equipment repair work.
This screen 8 is displayed on the display of the terminal device 1 (FIG. 1). The display control is performed by the report creation support means 13 (FIG. 1). The check box 31 on the screen 8 is used for inputting a distinction between when the repair is completed or when the repair is stopped. The text box 32 is used to enter a customer code. The reference button 33 is a button for referencing a database or the like to search for a customer code from a customer name. The product code input drop-down list 34 displays a product code list of the product delivered to the corresponding customer. The product code to be repaired may be selected here. The text box 35 displays the number of the maintenance contract. Once the customer code has been determined, the maintenance contract number is automatically displayed. This makes it possible to determine whether the repair fee is free or paid. The drop-down list 36 is a part for inputting a repair date. When the repair completion report screen 8 is displayed, the date of the day is automatically displayed by default. If a report is to be prepared the next day, adjust this part.
[0022]
When a repair request is accepted, the failure status of the target device is notified in advance. Repair items are roughly determined according to the contents. The drop-down list 37 is used to select and display various repair items such as “print image disorder”, “paper conveyance failure”, and “paper is not sucked”. Any number of repair items can be displayed in the drop-down list 37. The drop-down list 38 is a part for displaying a repair result. When the repair item is determined, the repair result can be naturally inferred. Therefore, the data is listed up, and a process for designating the one actually repaired is performed. With this, the main information of the report showing the result of the repair is determined. The portion of the picture box 40 is a portion for inputting a customer signature. When a signature is input by hand using the pen 3, the image data is obtained. For example, a signature can be freely input by hand on the screen of the repair completion report, and the signature data can be taken in and displayed in the picture box 40.
[0023]
The input of the signature data can be executed using an existing pen input application of a pressure sensitive type or a magnetic sensing type. The data file in which the signature data is added to the data of the repair completion report can be freely separated from the data of the repair completion report and the signature data, and thus lacks the evidential ability in the sense that the data has been signed. Also, bringing back the customer's signature data in a separable state loses the trust relationship with the customer. It is sufficient to have the signature printed on the document printed by the printer and bring it back, but the convenience of document management is inferior to the case where all the data is processed on a computer. Therefore, the data of the repair completion report and the signature data are combined, and the data is converted into data that is difficult to separate and separate, for example, one piece of bitmap data. Print it and hand it to the customer. The bitmap data is stored, and the data file in which the signature data is added to the data of the repair completion report is deleted so that it cannot be reused. You can now create a signed report that is both reliable and evidential. It is desirable that the above-described processing functions be provided to the handwritten signature input unit 15.
[0024]
The button 41 has a function of transmitting data in order to upload the completed report to the server. Data transmission includes a method of transmitting data for uploading directly to a server, a method of transmitting data by e-mail, and a method of transmitting data by facsimile. The button 42 has a function of editing this repair completion report and executing printing for handing over to the repair requester. The repair completion report includes, for example, a button 45 for creating a questionnaire and boxes 46 and 47 for inputting business information. When the button 45 is clicked, a questionnaire creation screen (not shown) is displayed. Here, generally, a process of inputting, for example, a response of a repairman or an impression of a result of the repair to the customer is performed. Further, when information such as whether or not a replacement of a new model is desired is obtained, the information is entered in the box 46. If the catalog is handed by the repair staff, that fact is also input. The results of the questionnaire and the information entered in the box 46 and the like of this report are important information for business.
[0025]
FIG. 3 is an explanatory diagram of a repair completion report for a customer printed by the printer 6 (FIG. 1).
The report 50 includes data 51 input on the screen 8 of FIG. 2 and a description 52 relating to repair costs. Further, the repair completion report 8 is presented to the client, and the signature written in the picture box 40 is printed in the signature display column 53. By handing this to the repair requester, a report of the completion of repair can be made. The terminal device 1 shown in FIG. 1 has a small portable display 2, and it is difficult to display the entire image of the report as shown in FIG. Therefore, each data is input while sequentially displaying the data report screen as shown in FIG. However, if the terminal device 1 can display a screen having a size of about B5 size or A4 size, for example, a repair completion report having exactly the same image as the customer copy can be created.
[0026]
As described above, the repair staff can use the report creation support means 13 to create a repair completion report in which necessary and sufficient information is input extremely easily in a short time. Further, by transmitting this to the server 21, it is possible to instantaneously transmit the repair status to a related person, in particular, a transfer destination that has performed a transfer between the repair requester and the repair department. The following functions can be further provided to the terminal device 1 described above.
[0027]
FIG. 4 is an explanatory diagram illustrating a detailed function of the terminal device 1.
The repair work support means 14 shown in FIG. 1 includes, for example, a repair target product information collecting means 63, a test application 64, a repair manual 65, a repair parts list 66, and a repair parts delivery date inquiry means 67 as shown in FIG. It has. The repair target item information collecting means 63 acquires various information such as the firmware version from a device that has been repaired by a well-known SNMP procedure, for example, a network printer 60 shown in FIG. The test application 64 is a computer program executed to check the operation of the network printer 60 after the repair is completed. The repair manual 65 is a manual for a repair staff showing repair methods in various cases.
[0028]
In addition, based on this information, the repair item 11 and the repair result report text 12 can be selected in advance to facilitate report creation. In other words, by narrowing down the repair items from the request contents and listing only the repair result report corresponding thereto, the item selection work at the time of creating a report becomes easy. The repair parts list 66 is a collection of product codes and the like of repair parts to be replaced at the time of repair. The repair part delivery time inquiry means 67 has a function of connecting to the server 61 or the like of the parts supplier through the network using the part code acquired from the repair parts list 66 and inquiring about the delivery time of the repair part. The new product introduction information 68 has a function of displaying detailed specifications 62 and a catalog of a new product of interest to a repair requester, or printing using the printer 6.
[0029]
The automatic e-mail sending means 71 has a function of sending the created repair completion report in HTML format, attaching it to an e-mail, and transmitting it to the server. When uploading relatively simple data to the server, it is conceivable to access and process the corresponding web page of the server through the network. However, in this embodiment, since the load on the server is reduced and a relatively complicated process is executed, the terminal device 1 is provided with a function of creating a repair completion report. Therefore, a method for uploading the repair completion report created by the terminal device 1 is required. The automatic e-mail transmission means 71 transmits a report using an e-mail. The automatic fax transmission means 72 transmits a repair completion report using a facsimile. In this case, the server receives the FAX image. It is preferable that the server uses a character recognition processing device to cut out necessary characters written in the received facsimile, recognize them, and convert them into data. If only the report is uploaded, the received fax image can be directly uploaded to the server as a web page.
[0030]
The HTML document processing unit 73 has a function of converting the created processing completion report into a web page. The processing completion report converted into a web page may be transmitted by e-mail, or may be directly uploaded to a corresponding folder of the server using, for example, FTP (File Transfer Protocol). The questionnaire creating means 74 has a function of inputting necessary items as a questionnaire result while interacting with the customer and generating questionnaire information. As a result of this questionnaire, information on products that the customer is interested in is provided by new product introduction information 68. Further, when it is desired to report the result to the sales headquarters or the like, or to report it to the agency or the like, the necessary information is entered in the box 46 shown in FIG. Thus, for example, information that the user is satisfied with the repair or that the user is considering replacement of a new model can be transmitted to the related department. In addition, information about a product that the user is interested in can be transmitted.
[0031]
FIG. 5 is a flowchart showing a specific operation of the above system.
FIG. 5A is a flowchart of a process for preparing data for preparing a report.
First, in step S1, a customer code is input. Further, a product code is input in step S2. In this process, the repair completion report shown in FIG. 2 may be used as it is. Further, a repair request item is input (step S3). Here, the report creation support unit 13 refers to the repair manual (step S4) and extracts the repair item 11, the repair result report text 12, etc. corresponding to the repair request item (step S5). Thus, a list of repair report statements is created in step S6. Thus, the repair completion report 8 shown in FIG. 2 is prepared in advance. The repair staff can thus prepare a repair completion report only by selecting repair items and repair results.
[0032]
FIG. 5B is a flowchart showing a procedure for actually creating a repair completion report.
First, in step S11, the screen 8 of the repair completion report is displayed. At this time, the repair is automatically obtained. Further, in step S12, a selection result such as a repair report statement is obtained. Other information will also be acquired. Here, input of a signature is requested to the repair requester, and a signature image is obtained in step S13. At this time, it is preferable to simultaneously convert the data file into bitmap data and delete the signature data. In step S14, it is determined whether or not the print button 42 has been clicked. If printing has been requested, the process proceeds to step S15, where printing processing using the printer 6 is executed. Further, it is determined whether or not the transmission button 41 has been clicked. If clicked, the process proceeds from step S16 to step S17 to execute a process of transmitting a report to the server.
[0033]
FIG. 6 is an operation flowchart illustrating the transmission of a report and the processing of the server that has received the report.
FIG. 6A illustrates a report transmission process performed by the terminal device 1. First, in step S21, an e-mail message is generated. This only needs to include information enough to identify the report as a repair management report. In step S22, image data of the report is generated. More specifically, image data is generated as shown in FIG. 3 in which various data input on the screen 8 shown in FIG. Although it may be HTML data including text data, the signature of the repair requester is preferably image data that cannot be rewritten thereafter. Therefore, the customer's copy data is generated here. Then, both the data in a format that can be input to the database of the repair completion report and the image data are attached as a report and transmitted to the server by e-mail (step S23).
[0034]
FIG. 6B is a flowchart of the processing operation when the server receives this e-mail. First, when the server receives an e-mail in step S31, in step S32, the server acquires repair information data and updates its database. In step S33, the report image data is extracted and stored. This result is separately stored as evidence that the repair requester has confirmed that the repair has been completed. Further, the sales information data included in the repair completion report is obtained, and the sales information database is updated (step S34). Then, in step S35, the report is converted into an HTML file. Then, in step S36, the report is uploaded so as to be browsed through the network. In step S37, the transfer destination, that is, the repair request data created by the sales representative or the agency is referred to. Then, in step S38, the related department is notified that the repair completion report has been uploaded. This notification may be sent by e-mail or facsimile machine. If there is business data at this time, it is preferable to transmit the information to a sales department or the like, or to send a mail notifying the sales department that business information is included.
[0035]
The above-described computer programs may be configured by combining independent program modules, or may be configured by an integrated program as a whole. All or some of the processes controlled by the computer program may be configured by hardware having equivalent functions. Further, the above-described computer program may be used by being incorporated into an existing application program. The computer program for realizing the present invention as described above can be recorded on a computer-readable recording medium such as a CD-ROM, and installed and used in an arbitrary information processing apparatus. In addition, it can be downloaded and used in the memory of any computer through a network.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a specific example of a repair completion report system.
FIG. 2 is an explanatory diagram of a report creation screen for reporting the result of the repair work of the equipment.
FIG. 3 is an explanatory view of a repair completion report for a customer printed by a printer.
FIG. 4 is an explanatory diagram illustrating detailed functions of a terminal device.
FIG. 5 is a flowchart showing a specific operation of the repair completion report system.
FIG. 6 is an operation flowchart showing processing of a server that has transmitted and received a report.
[Explanation of symbols]
1 terminal device, 2 display, 3 pen, 5 repair completion report screen, 6 printer, 7 repair completion report copy, 10 storage device, 11 repair items, 12 repair result report text, 13 report creation support means, 14 Repair work support means, 15 handwritten signature input means, 16 report transmission means, 17 print control means, 18 business information collection means, 20 network, 21 server, 22 storage device, 23 repair completion report, 24 upload processing means, 30 Terminal device of transfer

Claims (6)

A report creation support means for displaying an item requiring input and supporting a report creation operation, in order to support creation of a report reporting the result of the equipment repair work;
Means for entering a customer's handwritten signature in the report;
When a report is created by the report creation support means, a request is received from a repair requester of the equipment, and a repair department in charge of the repair work of the equipment is transferred to the repair department in charge of the repair work. Means for making the report available for browsing via a network using any terminal device. The repair completion report terminal device according to claim 1,
The means for inputting the customer's handwritten signature converts and saves the report data and the signature data into data that is difficult to separate from the signature data, and reuses the signature data independently. A repair completion report terminal device that performs deletion processing to an impossible state. The repair completion report terminal device according to claim 1,
The report creation support means includes means for displaying a list of a plurality of types of repair report sentences having different contents in a selectable state on a display,
A repair completion report terminal device comprising means for generating a report including the selected repair report text. The repair completion report terminal device according to claim 1,
A repair completion report terminal device comprising means for including, in a repair completion report, customer information collected during repair work. A terminal device having a report creation support means for displaying an item requiring input and supporting a report creation operation, in order to support creation of a report reporting the result of the repair work of the equipment,
Means for entering a customer's handwritten signature in the report;
Upon receiving the report from the terminal device, receiving a request from the repair request source of the equipment, to a repair department in charge of the repair work of the equipment, at the transfer destination that has performed the repair work, and A repair completion report system, comprising: a server that holds a report in a state where the report can be browsed via a network using an arbitrary terminal device. A report creation support process for displaying an item requiring input and supporting a report creation operation, in order to support creation of a report reporting the result of the equipment repair work;
Inputting a customer's handwritten signature in the report;
When a report is created by the report creation support means, a request is received from a repair requester of the equipment, and a repair department in charge of the repair work of the equipment is transferred to the repair department in charge of the repair work. First, the process of making the report viewable via a network using an arbitrary terminal device,
A repair completion report program that is executed by a computer.

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