JP2005135258A - House trouble information management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a house trouble information management system capable of easily and quickly making contact with a predetermined operator concerning the occurrence of a trouble. <P>SOLUTION: A database in a management computer 100 stores property information about an apartment house to be managed, trouble information associated with the property information about a property causing a trouble, and the address information of each base site computer 30. Upon receipt of an instruction for notifying the registration of new trouble information to a predetermined base site from each terminal device 20, the management computer 10 recognizes information about the base site handling the trouble included in the trouble information and acquires the address information of the base site computer 30 arranged in the recognized base site from the database. Using the acquired address information, the notification is sent to the base site computer 30 via the Internet. <P>COPYRIGHT: (C)2005,JPO&NCIPI

Description

  The present invention relates to a housing failure information management system that manages property information about collective housing (property) and failure information about failures that have occurred in each property.

  The management company that manages the apartment houses, as its business, conducts maintenance and inspection of facilities for each property and treats failures that have occurred in the property. For example, a resident of a property contacts a predetermined call center by telephone when a failure occurs at home. The call center operator hears the details of the failure from the tenant, and then notifies the person in charge at the branch managing the property of the failure by FAX. The person in charge of the branch calls the resident and decides the visit date and time. Then, the visitor is visited on the visit date and time, and the obstacle is treated. Here, conventionally, failure information regarding failures occurring in a property has been independently managed by a computer at each call center and base.

  In recent years, there has also been proposed a system that accumulates management information on apartment houses in a server and smoothly transfers information between residents and management companies via the Internet (see, for example, Patent Document 1). . However, this system is intended to disclose maintenance information and advertisement information to residents, and is not intended to disclose failure information.

JP 2001-236419 A

  Conventionally, however, the call center operator has informed the details of the failure to the person in charge at the site, so it takes time to create and print a FAX document, and it is not possible to promptly notify the occurrence of the failure. was there.

  Also, the resident may ask the call center over the telephone about the current situation regarding the fault he / she has contacted. In such a case, the call center operator calls the branch office, hears the status of the trouble, and reports the result of the hearing to the resident. For this reason, there was a problem that the resident could not immediately know the situation about the obstacle that he contacted.

  The present invention has been made based on the above circumstances, and an object of the present invention is to provide a housing failure information management system that can easily and promptly notify a predetermined person in charge that a failure has occurred. To do. It is another object of the present invention to provide a housing failure information management system in which a resident of a property can easily know the content of failure information related to himself / herself at any time.

  The invention according to claim 1 for achieving the above object includes a management computer that manages property information about a housing complex (property) to be managed and failure information about a failure that has occurred in each property, and the management A plurality of terminal devices for inputting the property information and the failure information to the computer for use, and a plurality of terminals connected to the management computer provided via the network at each site where the failure is treated In the housing failure information management system having a base computer, the management computer includes the property information including information on a property manager and information on a resident of the property, and the property information on the property in which the failure has occurred. The fault information including information related to the base where the fault treatment is performed, and the information of the computer for each base. Information management means for registering, updating, deleting, and searching for the property information and the failure information based on an instruction from each terminal device, and newly registering the failure information When the terminal device receives an instruction to notify the predetermined site of the fact that the failure has been made, it recognizes the information related to the location where the failure is treated and is provided in the recognized location. The transmission control means for acquiring the address information of the base computer from the database, and using the acquired address information to send a notification that the fault information is newly registered to the base computer via the network These are provided.

  The invention according to claim 2 is the housing failure information management system according to claim 1, wherein each of the base computers receives a notification from the management computer that the failure information is newly registered. A notification reporting means for displaying a notification screen on the screen indicating that the notification has been received, and the failure related to the notification via the network to the management computer when a predetermined button is pressed on the notification screen Transmission means for transmitting an information acquisition request.

  According to a third aspect of the present invention, in the housing failure information management system according to the second aspect, the notification reporting means is predetermined when receiving a notification that the failure information has been newly registered from the management computer. It is characterized by issuing a warning.

  According to a fourth aspect of the present invention, in the housing failure information management system according to the first, second, or third aspect, the management computer accesses the management computer to a property manager / resident or a person in charge at the site. When receiving an instruction from each terminal device to issue identification information necessary for the operation, the identification information is issued to the manager / resident or the person in charge, and the identification information is issued. A predetermined range is set as an access right to the management computer depending on whether the person who is registered is an administrator, a resident or a person in charge, and the relationship between the set access right range and the identification information Access right setting means for registering in the database as access restriction information, and using the identification information given to the manager / resident of the property or the person in charge of the base When the management computer is accessed, the access right range corresponding to the identification information is recognized based on the access restriction information stored in the database, and the management computer is accessed within the recognized access right range. Access management means for permitting access.

  According to a fifth aspect of the present invention, in the housing failure information management system according to the fourth aspect, the access right setting means provides a range of access right to the management computer to the manager of each property. Set a range in which the property information about the property and the obstacle information associated with the property information can be viewed, and for each resident of each property, the property information about the property is related to the resident Set the range in which information related to the resident can be browsed among the failure information associated with the property information and the property information, and the person in charge at each base is related to the business of the base Within the range, a range in which the property information and the failure information can be updated is set.

  A sixth aspect of the present invention is the housing failure information management system according to the first, second, third, fourth or fifth aspect, wherein the network is the Internet.

  In order to achieve the above object, a computer-readable recording medium according to the invention described in claim 7 is a function of the housing fault information management system according to any one of claims 1, 2, 3, 4, 5 or 6. Is a program for causing a computer to realize the above.

  A program according to an eighth aspect of the invention for achieving the above object causes a computer to realize the function of the housing failure information management system according to any one of the first, second, third, fourth, fifth or sixth aspect. Is for.

  In the present invention, when the transmission control means of the management computer receives an instruction from each terminal device to notify a predetermined site that the failure information has been newly registered, the failure included in the failure information Recognize information related to the site where the action is taken, acquire the address information of the computer for the base provided at the recognized base from the database, and use the acquired address information to the computer for the base via the network Send notification that information has been newly registered. For this reason, the operator who operates the terminal device can promptly notify the person in charge at the site of the occurrence of the failure with a simple operation.

  In addition, when the notification report means of the base computer receives a notification that the failure information has been newly registered from the management computer, a notification screen indicating that the notification has been received is displayed on the screen. The person in charge at the site can easily know that the notification has been received. In addition, the transmission means of the base computer transmits a failure information acquisition request regarding the notification to the management computer via the network when a predetermined button is pressed on the notification screen, so that the person in charge of the base can The contents of fault information can be acquired by a simple operation and the contents can be known.

  Furthermore, the access management means of the management computer is the access restriction information stored in the database when the manager / resident of the property or the person in charge at the site accesses the management computer using the identification information given to him / her. Recognize the range of access rights corresponding to the identification information based on the above, and deny access to the database by a third party by permitting access to the management computer within the recognized access rights range Can protect data and ensure security. In addition, managers and residents can easily know the contents of fault information related to them at any time.

  The best mode for carrying out the present invention will be described below with reference to the drawings. 1 is a schematic configuration diagram of a housing failure information management system according to an embodiment of the present invention, FIG. 2 is a schematic functional block diagram of a management computer of the housing failure information management system, and FIG. 3 is a block diagram of the housing failure information management system. FIG. 4 is a schematic functional block diagram of the base computer of the housing failure information management system.

  The housing failure information management system according to the present embodiment is for managing failure information regarding failures that occur in a housing complex to be managed. As shown in FIG. 1, a management computer 10 and a plurality of terminals , And a plurality of base computers 30, 30,... The management computer 10 and the plurality of base computers 30, 30,... Are connected via the Internet. Thereby, data communication can be performed between the management computer 10 and the plurality of base computers 30, 30,...

  The object of management in this housing failure information management system is mainly condominiums such as rental apartments and rental apartments. The management company that operates this system has a contract with the owner of the housing complex to deal with the failure when a failure occurs in the housing complex. Here, examples of the failure include a clogged water pipe, a failure of a water supply pump, a failure of a fluorescent lamp in a common part, and the like. When the owner or occupant of an apartment house reports that a failure has occurred to a predetermined call center by telephone, the management company dispatches a person in charge to perform the failure handling work. For condominiums, if there is a management association that manages the condominiums, if the management association entrusts the management company to handle the faults for the condominiums, the condominiums will be The management target. Hereinafter, the rental apartment housing owner and the condominium management association will be collectively referred to as “manager”.

  The management computer 10 manages the property information about the apartment house (property) to be managed and the failure information about the failure that has occurred in each property, and is provided at the head office of the management company, for example. The management computer 10 and the plurality of terminal devices 20, 20,... Are connected to each other to construct a network (for example, a LAN). The plurality of terminal devices 20, 20,... Are for inputting property information and failure information to the management computer 10. These terminal devices 20, 20,... Are installed in a call center that receives notification of failure occurrence from an administrator or a resident.

  Each of the plurality of base computers 30, 30,... Is installed at each base where a failure is treated. For example, a branch office of a management company or a cooperating company that undertakes a predetermined business under a contract with the management company serves as a base. Here, each branch manages the property in the area which it has jurisdiction over. In addition, examples of partner companies include companies that perform maintenance and inspection of elevator equipment, companies that perform maintenance and inspection of monitoring devices, and companies that perform maintenance and inspection of water distribution pipes.

  In FIG. 1, each computer 40, 40,... Represents a computer owned by the manager or resident of the property that is managed by this system.

  Next, the configuration of the management computer 10 will be described. As shown in FIG. 2, the management computer 10 includes a database 11, information management means 12, transmission control means 13, access right setting means 14, and access management means 15.

  The database 11 stores property information, failure information, address information of each base computer 30, and access restriction information. The property information is information about the property to be managed, and includes basic information, facility information, information on tenants, and information on managers. The basic information includes the name of the property, the code number assigned to the property, the location, structure, number of households of the property, the name of the branch that manages the property, the code number assigned to the branch, etc. . The facility information includes the presence / absence of fire prevention devices, parking lots, elevators, etc., and the type of tube installed in the common area. The resident information includes the resident's name, room number, telephone number, and the like. The information related to the manager includes the manager's name or name, address or residence, telephone number, and the like.

  The failure information is information about a failure that has occurred in each property, and includes basic information, progress information, treatment information, image information, and cost information. The basic information includes the date of receipt of the telephone call for the fault, the fault number, the name of the client, the content of the fault, the type of reception, the current progress status, information about the base where the fault is handled, and the fault handling. Completion date, etc. are included. Here, the failure number is a unique number assigned to the case of the failure by the management computer 10. The requester is a person who has notified the call center of the occurrence of the failure. The reception type indicates whether or not the failure is urgent, and the current progress status is whether the handling of the failure has been completed or the person in charge is currently responding. It indicates whether or not there is. The information related to the location where the failure is treated includes the name of the location where the failure is actually treated and the code number assigned to the location. It is also possible to edit these information and use them later as history information.

  The progress information includes the content of communication performed between the client and the person in charge at the site. The treatment information includes detailed contents of the treatment for the failure. As the image information, for example, image data representing a state before and after the treatment of the failure is used. Such image information can be used as a material for reporting the contents of the treatment to the manager and the resident. The cost information is information related to the cost required for handling the failure. The reason why the cost information is included in the failure information is that the person in charge at the base also performs the cost claim work. Such failure information is stored in the database 11 in association with property information about the property in which the failure has occurred.

  The address information of each site computer 30, 30,... Is location information that the management computer 10 recognizes each site computer 30, 30,. As this address information, for example, an electronic mail address is used.

  By the way, the management computer 10 is connected to the Internet, and the person in charge at each base and the manager / resident of each property can access the management computer 10 from the own computer via the Internet. In the present embodiment, from the viewpoint of ensuring security, identification information necessary for accessing the management computer 10 is given in advance to a person in charge, an administrator, and a resident, and the management computer 10 is accessed. Different access rights are set depending on whether the person is a person in charge, an administrator, or a resident. The access restriction information stored in the database 11 defines the relationship between the identification information given to the manager / resident of each property and the person in charge at each site and the scope of access rights to the management computer 10. It is a thing. Here, as the identification information, for example, a user ID and a password are used.

  The information management means 12 performs new registration, update, deletion, and search for property information and failure information based on instructions from the terminal devices 20, 20,. Further, in response to a request from each terminal device 20, 20,... The information management means 12 manages failure information using such a failure number. Thus, the management computer 10 serves as a database server.

  The transmission control means 13 performs data communication between the management computer 10 and the computers 30, 30,..., 40, 40,. Here, the HTTP protocol is used for such data communication. That is, the management computer 10 serves as a Web server. When the transmission control means 13 receives an instruction from the terminal device 20, 20,... To notify the predetermined base that the failure information is newly registered, the transmission control means 13 includes the failure information included in the failure information. Recognizing information related to the site where the failure is treated, the address information of the site computer 30 provided at the recognized site is acquired from the database 11, and the Internet is connected to the site computer 30 using the acquired address information. A notification is sent to the effect that the failure information has been newly registered.

  The access right setting means 14 instructs the terminal devices 20, 20,... To issue the identification information necessary for accessing the management computer 10 to the property manager / resident or the person in charge at the site. When receiving from, the identification information is issued to the manager / resident or the person in charge. At this time, the range of the right to access the management computer 10 is a predetermined range determined in advance depending on whether the person who issued the identification information is an administrator, a resident or a person in charge. Then, the relationship between the set range of the access right and the identification information is registered in the database 11 as access restriction information.

  Specifically, the access right setting unit 14 sets the following range as the range of the access right to the management computer 10. That is, for the manager of each property, a range in which the property information about the property owned or managed by the manager and the failure information associated with the property information can be viewed. In addition, for each resident of each property, information related to the resident among the property information about the property in which the resident resides and disability information associated with the property information are related to the resident Set the range in which information can be viewed. Therefore, even if the resident accesses the management computer 10 via the Internet, the resident can only browse the property information and the failure information within a range related to the resident. For example, it is not possible to view information about a failure that has occurred in a room where another resident is moving in. Even if the administrator accesses the management computer via the Internet, the manager can only browse property information owned or managed by the administrator and failure information associated with the property information. For example, it is not possible to view information about a failure that has occurred in another person's property, but it is possible to view information about a failure that has occurred in each room of the property. This is because the administrator may be informed that a failure has occurred from the resident and may want to confirm the situation himself / herself.

  Further, the access right setting unit 14 updates the property information and the failure information within the range related to the business of the base as the scope of the access right to the management computer 10 for the person in charge at each base. Set the range that can be used. Here, the scope related to the business of a base is the scope of the property managed by the branch if the base is a branch. If the base is a partner company, the partner company handles the fault. This is the scope of the property in charge of the work that the subcontractor has undertaken. Therefore, for example, a person in charge of a branch cannot view or update property information about a property that is not managed by the branch or failure information associated with the property information.

  The access management means 15 is based on the access restriction information stored in the database 11 when the manager / resident of the property or the person in charge at the site accesses the management computer 10 using the identification information given to him / her. The range of the access right corresponding to the identification information is recognized, and access to the management computer 10 is permitted within the recognized access right.

  Next, the configuration of each terminal device 20 will be described. As shown in FIG. 3, each terminal device 20 includes an input unit 21 such as a keyboard and a mouse, a display unit 22 such as a liquid crystal display device, a transmission unit 23, and a control unit 24.

  A predetermined screen is displayed on the display means 22. The operator of the call center inputs property information or failure information on the screen using the input means 21, or inputs predetermined instructions to the management computer 10 by pressing various buttons provided on the screen. To do. Here, the predetermined instructions include, for example, instructions for new registration, update, deletion, search, etc. of property information and fault information, instructions for notifying a predetermined base that fault information has been newly registered, There are instructions to issue identification information to tenants and persons in charge.

  The transmission unit 23 transmits data and instructions input from the input unit 21 to the management computer 10. The control means 24 controls each part in an integrated manner.

  Next, the configuration of each site computer 30 will be described. As shown in FIG. 4, each site computer 30 includes an input unit 31 such as a keyboard and a mouse, a display unit 32 such as a liquid crystal display device, a notification report unit 33, a transmission unit 34, and a control unit 35. Prepare. The base computer 30 is not provided with a database. In the present embodiment, all the property information, failure information, and the like are stored in the database 11 and are managed by the management computer 10 in an integrated manner.

  The notification reporting unit 33 displays a notification screen on the screen for notifying the person in charge that the notification has been received when a notification that the failure information is newly registered is received from the management computer 10. , It will issue a warning. As a result, the person in charge at the site can immediately know that the trouble case that he / she is in charge of has occurred.

  An information acquisition button is provided on the notification screen, and when the person in charge at the site presses the information acquisition button, the transmission unit 34 transmits a failure information acquisition request regarding the notification to the management computer 10 via the Internet. To do. In addition, a web browser is installed in the base computer 30. For this reason, the base computer 30 displays the Web page sent from the management computer 10 on the screen of the display means 32, and the person in charge can see the failure information and property information on the Web page. . The control means 35 controls each part in an integrated manner.

  A Web browser is also installed in each computer 40 owned by the property manager or tenant. Therefore, each computer 40 can access the management computer 10 via the Internet and display the Web page sent from the management computer 10, so that the administrator or the resident can access the Web page on the Web page. Obstacle information and property information can be viewed.

  Next, a failure information display screen for displaying the content of failure information will be described. FIG. 5 is a diagram showing a failure information display screen for displaying the contents of the failure information. Here, the person in charge at the site and the manager / resident of the property see the failure information display screen displayed on the Web page.

  As shown in FIG. 5, the failure information display screen is divided into a basic information display section, a progress information display section, a treatment information display section, an image information display section, and a cost information display section. The contents of the basic information display part are input by the call center operator or the contract person in charge such as the head office and branch office, and the contents of the progress information display part, the treatment information display part, the image information display part, and the expense information display part are mainly Input by the person in charge at the site.

  The basic information display section includes the property, location, branch in charge of management, room number, resident name, resident telephone number, reception date, failure number, client name, content of failure, reception type, current progress In addition, each column indicating the treatment base, completion date, and the like is provided. The name of the property and the code number assigned to the property are displayed in the property column, and the name of the branch that manages the property and the code number assigned to the branch are displayed in the management branch column. Is displayed. The name of the person who has notified the occurrence of the failure is displayed in the column of the client name. Normally, the resident will be the client, but for example, a person related to the resident may be informed of the occurrence of a failure, so a column for the client's name is provided. The date of reception of the failure occurrence from the requester is displayed in the reception date column, and the date of completion of the failure treatment is displayed in the completion date column.

  The column of the content of the failure includes the columns of the content of the failure (large), the content of the failure (middle), the content of the failure (small), and the special notes. In the failure content (large) column, the content related to the location of the failure and the code number assigned to the content are displayed. When the button on the right side of this failure content (large) column is pressed, a pull-down menu indicating the location of the failure is displayed. FIG. 6A shows an example of a pull-down menu of the failure content (large). The pull-down menu shown in FIG. 6A includes, for example, “washing machine storage”, “bathroom”, “entrance”, “accompanying equipment”, “around the building”, “outside”, “parking lot”, “retouching” “,” “Living room,” “staircase,” “barn,” “storage,” “attic,” and the like are displayed along with their code numbers. The operator of the call center selects the predetermined content from the pull-down menu, and the content and its code number are input in the column of failure content (large).

  Also, in the column of failure content (medium), the content related to the object in which the failure has occurred and the code number assigned to the content are displayed. When the button on the right side of the column of the content of the failure (medium) is pressed, a pull-down menu showing the item where the failure has occurred is displayed. FIG. 6B shows an example of a pull-down menu of the failure content (medium). The content of this pull-down menu differs depending on the content displayed in the column of failure content (large). For example, if “Washing Machine Location” is displayed in the column of the obstacle content (large), this pull-down menu includes, for example, “drain trap”, “water pipe”, “ceiling”, “waterproof van” , “Floor”, “Wall”, “Lighting fixture”, “Outlet”, “Ventilation fan”, “Renovation”, “Curtain rail”, “Heat insulation”, “Kibe” etc. are displayed with their code numbers Is done. The operator of the call center selects the predetermined content from the pull-down menu, and the content and its code number are input in the column of failure content (medium).

  Further, in the column of failure content (small), the content related to the failure status and the code number assigned to the content are displayed. When the button on the right side of this failure content (small) column is pressed, a pull-down menu indicating the failure status is displayed. FIG. 6C shows an example of a pull-down menu of the failure content (small). The contents of this pull-down menu differ depending on the contents entered in the columns of failure content (large) and failure content (medium). For example, when “Washing machine storage” is entered in the column of obstacle content (large) and “Floor” is entered in the column of obstacle content (middle), this pull-down menu includes, for example, “water leak”, "Corrosion", "Defective", "Drainage clogging", "Question", "Request", "Please be careful", "Please contact me", "I want you to improve", "I want you to tell me", " The contents such as “Check”, “Check” and “Contact only” are displayed along with their code numbers. The operator of the call center selects a predetermined content from the pull-down menu, so that the content and its code number are input in the column of failure content (small).

  Thus, it is possible to easily grasp what kind of content the failure is based on the three pieces of information displayed in the columns of the failure content (large), the failure content (medium), and the failure content (small). . In addition, in the columns of failure content (large), failure content (medium), and failure content (small), the code number assigned to the content is also displayed. This is for the convenience of processing. Further, in the special note column, details of the contents of the failure, requests from the client, and the like are displayed in text. In other words, the special remarks column is a column for explaining in text the contents that cannot be represented by only the three pieces of information displayed in the respective columns of the failure content (large), the failure content (medium), and the failure content (small).

  In the reception type column, whether the failure is urgent or whether it should be dealt with normally is entered. When the button on the right side of the reception type column is pressed, a pull-down menu is displayed. FIG. 7A shows an example of a pull-down menu for the reception type. In this pull-down menu, “call only”, “emergency”, “normal”, “spot”, “machine guard”, and the like are displayed. “Call only” is selected when the failure has been dealt with only by an operator's telephone instruction. “Emergency” is selected when the fault needs to be treated urgently. “Normal” is selected when the failure should be dealt with normally. The “spot” is selected, for example, when the person in charge finds out that there is a failure in the building in the day-to-day operation of property management and the contact is made. The most frequent pattern at the spot is when the common light is found out during daily cleaning. Here, the client in the case of a spot is a company that undertakes the daily work. “Mechanical security” is selected, for example, when the monitoring device has failed. As described above, the reason for providing a separate type for the machine security is that when a failure is received from the machine security, a special company is requested to take measures.

  In the column for the site in charge of treatment, the name of the site that actually handles the failure and the code number assigned to the site are displayed. Pressing the button on the right side of the column in charge of treatment displays a pull-down menu. FIG. 7B shows an example of a pull-down menu of the treatment charge base. In this pull-down menu, the names of management companies and bases are displayed together with their code numbers. The operator of the call center selects a site for requesting treatment according to the content of the failure. Actually, a certain rule is determined in advance as to which one to select as a base for handling the failure. In particular, when the reception type is only a call, the management company is selected as a base for handling the failure.

  In the current progress status column, the current progress for the treatment of the failure is displayed. When the button on the right side of the current progress status column is pressed, a pull-down menu is displayed. FIG. 7C shows an example of a pull-down menu of the current progress status. This pull-down menu includes “quiet”, “corresponding to partner company”, “corresponding to branch office”, “waiting for billing amount determination”, “waiting for head office reply”, and the like. “Settle” indicates that the treatment of the failure has been completed. “Working with a partner company” indicates that the partner company is currently handling the failure, and “Working with a branch office” indicates that the branch is handling the failure. Show. “Waiting for billing amount determination” indicates that the trouble has been dealt with, but the billing amount required for the treatment is being determined. “Waiting for headquarters response” means that the site has prepared an estimate, but the site cannot determine its suitability by itself, asks the management company whether the estimated amount is acceptable, and waits for the response. Indicates the state.

  In the progress status display section, the contents of the person in charge at the base meeting with the client by telephone are displayed. For example, the date and time when the person in charge at the site visits the client's home. The reason for providing such a progress status display section is to leave all the contents that have been discussed with the client as a history.

  The treatment information display section includes a plurality of treatment report fields. Each treatment report column includes a column indicating a registration status, a column indicating a person in charge of the procedure, a registration button, and a delete button. When the registration button is pressed, a treatment content registration / update screen is displayed. FIG. 8 shows a processing content registration / update screen. This treatment content registration / update screen is a screen for inputting the treatment content of the failure by the person in charge. As shown in FIG. 8, the treatment content registration / update screen includes a person in charge of treatment, a treatment start date, a treatment end date, treatment results, treatment details, each column indicating parts used, and an OK button. Is provided. In the column for the person in charge of treatment, the name of the person in charge who actually performed the trouble treatment is displayed. In the treatment start date, the date on which the current treatment is started is displayed, and in the treatment end date, the date on which the current treatment is finished is displayed. In the column of the treatment result, it is shown whether the failure treatment is completed or not completed by this treatment. In the treatment content column, the specific content of the current treatment is displayed. In the column of used parts, the name of the part used in the current failure treatment and the code number assigned to the part are displayed. When the button on the right side of the used part is pressed, a pull-down menu is displayed. In this pull-down menu, the name of each part is displayed together with its code number. The person in charge selects a predetermined content from the pull-down menu, and the selected content is entered in the column of used parts. The information regarding the used parts is subjected to statistical processing later, and the result is used for inventory management of the parts.

  The OK button is a button for validating the content input on the treatment content registration / update screen. When the OK button is pressed, the treatment content registration / update screen is closed, and the content entered on the screen is reflected in the treatment report column. That is, “Yes” is displayed in the column indicating the registration status, and the name of the person in charge of the treatment entered on the treatment content registration / update screen is displayed in the field of the person in charge of treatment. The delete button is a button for deleting the contents of the action report column.

  The image information display unit includes a plurality of image registration fields. Each image registration field is provided with an image display button, a field indicating special notes, a registration button, and a delete button. When the registration button is pressed, the image registration screen is displayed. FIG. 9 shows an image registration screen. As shown in FIG. 9, the image registration screen is provided with columns indicating a failure number, an image number, an image location, and a special note, and an OK button. The failure number assigned to the failure information is displayed in the failure number column, and the identification number assigned to the image is displayed in the image number column. Here, the failure number and the image number are automatically given. In the image location column, route information indicating the location of the image is displayed. In addition, a description of the image is displayed in the special note column. For example, the state before the treatment of the failure or the state after the treatment of the failure. When the OK button is pressed, the image registration screen is closed, and the contents entered on the screen are reflected in the image registration field. That is, the content of the special remark item input on the image registration screen is displayed in the special remark item column in the image registration column. The image display button is a button for displaying the image, and the delete button is a button for deleting the contents of the image registration field.

  The cost information display section includes columns indicating whether or not there is a charge request, whether or not an estimate is present, whether or not an estimate is submitted, an amount charged, an estimated amount, a determined amount, and the like.

  In addition, buttons for updating, transmitting, printing, clearing, and closing are provided on the upper right of the failure information display screen. The update button is a button for registering input data. The send button is a button for notifying a predetermined site that failure information has been newly registered. The print button is a button for printing data contents. The clear button is a button for clearing all input data. The close button is a button for closing the failure information registration screen. Here, the transmission button is effective only in the terminal device 20. Moreover, when the administrator or the resident is browsing the failure information display screen, it is natural that only the close button can be pressed.

  Next, in the housing failure information management system of this embodiment, a processing procedure when a call center operator inputs failure information will be described.

  FIG. 10 is a diagram showing a telephone-related business screen displayed on the screen of the terminal device 20, FIG. 11 is a diagram showing a property list as a result of searching on the telephone-compliant business screen, and FIG. It is a figure which shows the resident list displayed when a property is selected.

  First, a predetermined menu screen is displayed on the display means 22 of the terminal device 20. This menu screen is provided with a column for inputting an operator name, a column for inputting a password, a job start button, a job end button, and a menu button for selecting a job. The operator of the call center inputs his / her name in the field for inputting the operator's name, and inputs the password assigned to the operator in the field for entering the password. Thereafter, when the business start button is pressed, the terminal device 20 performs an authentication process as to whether or not the operator is a registered person. Thus, when the authentication is obtained, the operator can operate the terminal device 20.

  As the menu button for selecting a business, there are a telephone response business button and a failure response business button. When the operator presses the telephone corresponding business button, a telephone corresponding business screen is displayed, and when the fault corresponding business button is pressed, a fault information display screen is displayed.

  The operator waits for a call from the client in a state where the telephone corresponding business screen is displayed. As shown in FIG. 10, the telephone-compatible business screen includes an issue number issue button, a property search unit, and a property information display unit. When receiving a notification from the client that a failure has occurred, the operator first needs to confirm whether the client is a manager or a resident of the property that is actually managed. In order to perform this confirmation work, the operator searches for property information related to the client.

  The property search unit has a plurality of search items. Each search item is provided with a search button. Search items include, for example, a tenant's telephone number, property name, branch code number-property code number, and property location. When the operator receives a call from the client, the operator asks the client about matters related to the search items. When the operator inputs a predetermined content into one of the search items based on the requested content and presses the search button, information on the search item is sent to the management computer 10, and the management computer 10 stores the content. The property information stored in the database 11 is searched using as a key. When the management computer 10 creates a list of properties that match the contents of the search items and sends the result to the terminal device 20, the property list that is the search result is displayed on the screen of the terminal device 20. . FIG. 11 shows an example of this property list. In the property list, the property name and location are shown for each property. When the operator selects a property related to the client from the property list, information about the selected property is sent to the management computer 10, and the management computer 10 adds property information about the selected property. Search for information about the tenants included. When the management computer 10 creates a resident list from information about the resident and sends the result to the terminal device 20, the resident list is displayed on the screen of the terminal device 20. FIG. 12 shows an example of this resident list. The resident list shows room numbers, resident names, telephone numbers, and the like. Thereafter, when the operator selects the requester from the resident list, information about the selected resident is sent to the management computer 10, and the management computer 10 is responsible for the property related to the selected resident. Information is sent to the terminal device 20. The information thus sent is displayed on the property information display section on the telephone-compatible business screen.

  The property information display section includes a column for displaying information on tenants and a column for displaying property information. In the column for displaying information on tenants, information on tenants selected at the time of the search is displayed. Specifically, the room number, resident name, telephone number, floor plan information, and the like are displayed. Further, in the column for displaying the property information, not all the property information stored in the database 11 is displayed, but basic information of the property information is displayed. Specifically, the name of the branch that manages the property and the code number of the branch, the name of the property and the code number of the property, the location, the contract start date, the contract cancellation date, and the like.

  The operator looks at the contents displayed on the property information display section on the telephone-compatible business screen and confirms that the requester is really a resident of the property or a person related thereto. At this time, it is confirmed that the contract is currently valid. After confirming in this way, the operator will ask the client about the specific content of the failure.

  The operator inputs the content of the failure asked to the client on the failure information display screen. Specifically, when the operator presses a failure number issuance button on the telephone corresponding business screen, a screen asking whether or not to issue a failure number is displayed. When “Yes” is pressed on this screen, the management computer 10 issues a failure number. When the terminal device 20 receives the issued failure number, the failure number is displayed in a column indicating the failure number. Thereafter, when the operator presses the failure history button, a failure information display screen including failure information corresponding to the failure number is displayed. In this case, since the failure number has been newly issued and failure information for the failure number has not yet been registered in the database 11, the failure information or the like is displayed on the failure information display screen. Absent. However, the basic information display section on the failure information display screen has a column for displaying a part of the property information, and the content is automatically displayed in the column. Specifically, the columns of property, location, branch in charge of management, room number, resident name, and resident telephone number are shown. That is, in these fields, the contents of the corresponding information in the property information displayed on the immediately preceding telephone corresponding business screen are displayed as they are.

  The operator asks the requester in the fields for the date of reception, the name of the requester, the content of the failure, the type of reception, the current progress status, and the location in charge of the action in the basic information display section on the failure information display screen. Enter. At this time, it is desirable to enter not only the name of the client but also the mobile phone number of that person in the column of the client name. The operator may input while listening to the client's story over the telephone, but may input after taking a memo during the telephone and hanging up the telephone.

  When the operator finishes inputting information on the failure information display screen, the operator presses the update button. Thereby, the terminal device 20 sends the inputted failure information to the management computer 10. Upon receiving the failure information, the management computer 10 registers the failure information in the database 11 in association with the property information. Thus, the contents of the failure information registered in the database 11 can be viewed at any time by accessing the management computer 10 from the computers 30, 30,..., 40, 40,. Become.

  Next, the operator presses a transmission button on the failure information display screen. As a result, the terminal device 20 provides a management computer with a failure number included in the failure information displayed on the failure information registration screen and an instruction for notifying a predetermined site that the failure information has been newly registered. Send to 10. Upon receiving such an instruction, the management computer 10 searches the database 11 for failure information having the same failure number as the transmitted failure number. Then, it recognizes information related to the treatment base included in the searched failure information (information related to the location where the failure is handled), and acquires from the database 11 address information of the base computer 30 provided at the recognized base. Then, using the acquired address information, a notification that the failure information is newly registered is sent to the base computer 30 via the Internet. Here, the notification is sent only to the base computer 30 provided at the base input in the column of the handling charge base in the failure information. As described above, in the housing failure information management system according to the present embodiment, when the operator of the call center completes the input operation of the failure information, it can immediately notify the predetermined base that a new failure has occurred.

  Next, in the housing failure information management system of this embodiment, a processing procedure when the person in charge at the base inputs failure information will be described.

  The person in charge at the base always connects the base computer 30 to the Internet during the work period. At the start of business, the base computer 30 accesses the management computer 10 and downloads a Web page. Then, on the login screen of the Web page, the person in charge inputs his / her user ID and password and presses the OK button, whereby access from the base computer 30 to the management computer 10 is permitted.

  When the base computer 30 receives a notification from the management computer 10 that the failure information has been newly registered, the base computer 30 displays a notification screen on the screen indicating that the failure information has been received, and gives a predetermined alarm. To emit. As a result, the person in charge at the site can easily know that the trouble handling case that he / she is in charge of has occurred and the notification has been sent. When the person in charge at the site presses the information acquisition button on the notification screen, the site computer 30 transmits a request for acquiring failure information related to the notification to the management computer 10 via the Internet. When receiving the acquisition request, the management computer 10 transmits the failure information to the base computer 30. The site computer 30 displays the content of the failure information sent from the management computer 10 on the failure information display screen.

  Information has already been input by the operator of the call center in almost all fields of the basic information display section on the failure information display screen. The person in charge at the base looks at the contents of the basic information display section to know the contents of the failure and recognizes the name, telephone number, etc. of the client. Thereafter, the person in charge at the site contacts the client by telephone. At this time, the client is asked again about the status of the failure, and the date and time for visiting the client's home is determined. If the trouble can be dealt with by telephone, the requester is instructed about the contents of the trouble. In this case, the failure treatment is completed by the telephone instruction.

  Next, the person in charge inputs the content of the telephone contact to the progress information display section on the failure information display screen. Specifically, a content such as “September 1 visit schedule” is input. This is to leave all the contents exchanged with the client as a history. Thereafter, when an update button provided at the upper right of the failure information display screen is pressed, the input content is sent from the computer 30 to the management computer 10 via the Internet. Then, the management computer 10 updates the content of the failure information.

  Thus, when the content of the failure information input by the person in charge at the site is reflected in the database 11, the requester can access the failure information at any time by accessing the management computer 10 from the own computer 40 via the Internet. To see the current status of the failure. Further, not only the client but also the manager of the property where the failure has occurred can view the failure information.

  The person in charge at the site presses a print button provided at the upper right of the failure information display screen when visiting the client's home at a predetermined visit date and time. As a result, the contents (part of) displayed on the failure information display screen are printed on the paper in a predetermined format. This printing paper is a failure treatment recording paper. FIG. 13 shows an example of the trouble treatment recording sheet. In the upper part of the trouble treatment record sheet, the contents of the property and the contents of the trouble are written, and in the lower part there are a field concerning the trouble treatment contents and a column concerning billing. The person in charge visits the client's home with this failure treatment record sheet.

  The person in charge performs the failure treatment at the client's home. At this time, the contents of the treatment and the like are recorded in a column relating to the content of the trouble treatment on the trouble treatment recording sheet. For example, in this column, it is noted whether or not the failure treatment has been completed by the current treatment. In particular, if the failure treatment has not been completed, it will be noted that it is scheduled to visit again on what month and day. In addition, when a part is replaced in the failure treatment, information regarding the replaced part is written down in the column for billing. In addition, the person in charge takes an image showing a state before the failure processing and an image showing a state after the failure processing, for example, with a digital camera when handling the failure.

  When the person in charge finishes the trouble handling work and returns to the base, the person in charge inputs the contents concerning the current treatment on the trouble information display screen concerning the trouble. Specifically, the person in charge inputs predetermined contents to the treatment information display unit and the expense information display unit on the failure information display screen, and registers an image in the image information display unit. Here, the person in charge performs this input work while viewing the contents recorded on the failure treatment record sheet. In addition, when the treatment of the failure is completed by this treatment, the person in charge enters “settlement” in the current progress status column in the basic information display section of the failure information display screen, Enter the date and time when the failure treatment was completed in the field.

  Thus, when the person in charge finishes inputting all the information that he / she should input, he / she presses the update button at the upper right of the failure information display screen. Thereby, the input content is sent from the computer 30 to the management computer 10 via the Internet. Then, the management computer 10 updates the content of the failure information.

  The person in charge at the site does not necessarily need to input the details of the trouble using the computer 30 installed at the site. For example, the person in charge at the site can use the mobile terminal such as a laptop computer or PDA at the client's home. It is also possible to input the contents of the treatment and send the input contents to the management computer 10. Thereby, the content of the treatment of the failure can be reflected in the database 11 in real time.

  Some menus are displayed on the top screen of the Web page downloaded from the management computer 10. Such menus include a search for property information, a search for failure information, and the like. For this reason, the failure information display screen for the desired failure information can be easily displayed on the display means 31 by using the search menu.

  Next, a processing procedure when an administrator or a resident browses predetermined failure information using the housing failure information management system of the present embodiment will be described.

  When an administrator or a resident wants to know the progress of the failure that he / she contacted the call center as a requester, he / she accesses the management computer 10 from his / her computer 40 and downloads the Web page. The login screen is displayed as the top screen. On this login screen, the administrator or tenant inputs his / her user ID and password and presses the OK button, thereby permitting access from the computer 40 to the management computer 10. Here, an administrator or a resident can only browse predetermined property information and failure information. For this reason, several menus are displayed on the top screen of the Web page, but the administrator or tenant can select only a predetermined menu within the range of the access right set in the menu. Examples of menus that can be selected by the administrator or resident include property information browsing and obstacle information browsing.

  For example, when the resident selects failure information browsing as a menu, the fact is sent to the management computer 10, and the management computer 10 searches for the failure information about the room in which the resident resides, and the search result Is transmitted to the computer 40. Search results are displayed as a list. When the resident selects a predetermined search result, a failure information acquisition request regarding the search result is transmitted from the computer 40 to the management computer 10, and the management computer 10 transmits the requested failure information to the computer 40. To do. In the computer 40, the content of the transmitted failure information is displayed on the failure information display screen. The resident can know the progress of the failure on the failure information display screen.

  In the housing failure information management system according to the present embodiment, when the management computer receives an instruction from the terminal device provided in the call center to notify the predetermined base that the failure information has been newly registered, Recognize information related to the location where the failure is handled included in the failure information, obtain the address information of the computer provided at the recognized location from the database, and use the obtained address information to connect the computer to the computer via the network. Therefore, a notification that the failure information has been newly registered can be sent, so that a failure can be quickly notified to a predetermined base.

  In addition, when the base computer receives a notification that the failure information has been newly registered from the management computer, the base computer displays a notification screen on the screen indicating that the notification has been received and issues an alarm. Thus, the person in charge at the base can easily know that the notification has been received. Further, when the person in charge at the site presses a predetermined button on the notification screen, the site computer transmits a failure information acquisition request regarding the notification to the management computer via the Internet, thereby The person in charge can acquire the contents of the fault information by a simple operation and know the contents. Thus, the person in charge at the base can know the content of the fault information almost simultaneously with the registration of the fault information in the database.

  Furthermore, when the administrator / resident or person in charge accesses the management computer using the identification information given to him / her, the management computer has a range of access rights corresponding to the identification information based on the access restriction information. And access to the management computer is permitted within the recognized access right. Thereby, since access to the database by a third party can be denied, data can be protected and security can be secured.

  Specifically, the range of access rights is set for each property manager so that the property information about the property and the obstacle information associated with the property information can be viewed. For the resident, a range is set in which information related to the resident can be viewed among information related to the resident among the property information about the property and obstacle information associated with the property information. For each person in charge at each site, a range in which the property information and the failure information can be updated within a range related to the business at the site is set. For this reason, for example, when the person in charge at the site inputs the failure treatment details using the site computer after the failure treatment work is completed and updates the failure information via the Internet, the updated contents are immediately stored in the database. It is reflected in. Therefore, the administrator or tenant can access the management computer from his / her computer via the Internet to grasp the contents of the failure information and to see what the current status of the failure is in real time. Can know. For example, the administrator or resident can know the circumstances such as how much it costs for the parts, while the parts are currently being ordered, etc. Can know the cause of the failure and view images before and after the failure treatment. Further, since the trouble information includes items related to costs, this system can be used as a means for presenting an estimate of repair costs to the administrator. This is because the request for repair costs is an administrator. In this case, the administrator calls the call center by phone to permit or reject the estimate.

  Furthermore, in the housing failure information management system according to the present embodiment, the content of the failure and the parts used in the failure treatment in the failure information are also input by the code number. For this reason, statistics can be easily obtained for these pieces of information. For example, by using the failure information to create statistical data about the parts used for the treatment, it is possible to know the parts that are frequently used. For this reason, parts that are frequently used can be purchased collectively at low cost to ensure an appropriate inventory. That is, the failure information is statistically processed, and it is possible to find out how much stock it is desirable to secure for each piece of equipment. Thereby, when a failure occurs, it is possible to immediately cope with the treatment. In addition, by creating statistical data about the contents of failures, it is possible to know the occurrence status of failures, so it is possible to suggest improvements to locations where failures occur frequently to the administrator. it can.

  In addition, this invention is not limited to said embodiment, A various deformation | transformation is possible within the range of the summary.

  For example, in the above embodiment, the management computer and a plurality of terminal devices may be connected via the Internet, and the call center operator may input predetermined failure information on the failure information display screen of the Web page. .

  In the above embodiment, the case where the management computer and the plurality of base computers are connected via the Internet has been described. However, it is not always necessary to connect via the Internet. Also good.

  Furthermore, in the above embodiment, the case where the manager or resident of the property accesses the management computer from the computer owned by the owner via the Internet has been described. However, the manager or resident can access the management computer from the mobile phone via the Internet. Then, the contents of the failure information may be confirmed by accessing the management computer.

  The object of the present invention is to supply the program code (including the execution format) of software that realizes the functions of the apparatus of the above-described embodiment to the apparatus of the present embodiment by a recording medium that records the whole or a part thereof. Needless to say, this can also be achieved by the computer (or CPU, MPU) of the apparatus reading out the program code stored in the recording medium and executing all or part of the operation. In this case, the program code itself read from the recording medium realizes the functions of the present embodiment, and the recording medium on which the program code is recorded constitutes the present invention.

  Recording media for supplying the program code include ROM, floppy (registered trademark) disk, hard disk, optical disk, magneto-optical disk, CD-ROM, CD-R, DVD-ROM, magnetic tape, nonvolatile memory card, etc. Can be used. Furthermore, the program code may be supplied by downloading via a communication line, or the program code may be supplied and executed using a technology such as JAVA (registered trademark).

  Further, by executing the program code read out by the computer, not only the functions of the present embodiment are realized, but also the OS running on the computer based on the instruction of the program code performs an actual process. Needless to say, the present invention also includes a case where the function of the present embodiment is realized by performing part or all of the processing.

  Further, after the program code read from the recording medium is written in a memory provided in a function expansion board inserted in the computer or a function expansion unit connected to the computer, the function expansion is performed based on the instruction of the program code. It goes without saying that the present invention includes a case where the CPU or the like provided in the board or the function expansion unit performs part or all of the actual processing and the functions of the present embodiment are realized by the processing.

  In addition, the present invention may be a program product including a program for causing a computer to realize the functions of the apparatus of the above-described embodiment. Here, the program product includes not only a computer program but also a recording medium or a computer on which the program is recorded.

  As described above, in the housing failure information management system of the present invention, the management computer receives an instruction from the terminal device provided in the call center to notify a predetermined site that the failure information has been newly registered. The information on the location where the failure is treated included in the failure information is recognized, the address information of the computer provided at the recognized location is acquired from the database, and the address information is acquired using the acquired address information. Since the notification that the failure information is newly registered can be sent to the computer via the network, it is possible to promptly notify the predetermined base of the occurrence of the failure. Therefore, the present invention can be applied to a management company that manages an apartment house in the case of quickly dealing with a failure that has occurred in the apartment house.

It is a schematic block diagram of the housing failure information management system which is one Embodiment of this invention. It is a schematic functional block diagram of the management computer of the housing failure information management system. It is a schematic functional block diagram of the terminal device of the house failure information management system. It is a schematic functional block diagram of the base computer of the housing failure information management system. It is a figure which shows the failure information display screen for displaying the content of failure information. (A) is a diagram showing an example of a failure content (large) pull-down menu, (b) is a diagram showing an example of a failure content (middle) pull-down menu, and (c) is an example of a failure content (small) pull-down menu. FIG. (A) is a figure which shows the example of the pull-down menu of reception type, (b) is a figure which shows the example of the pull-down menu of the treatment charge base, (c) is a figure which shows the example of the pull-down menu of the present progress condition. It is a figure which shows a process content registration / update screen. It is a figure which shows an image registration screen. It is a figure which shows the telephone corresponding | compatible work screen displayed on the screen of a terminal device. It is a figure which shows the property list which is the result of having searched with the telephone corresponding | compatible work screen. It is a figure which shows the resident list displayed when a predetermined | prescribed property is selected from the property list. It is a figure which shows the example of a failure treatment recording sheet.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Management computer 11 Database 12 Information management means 13 Transmission control means 14 Access right setting means 15 Access management means 20 Terminal device 21 Input means 22 Display means 23 Transmission means 24 Control means 30 Base computer 31 Input means 32 Display means 33 Notification Report means 34 Transmission means 35 Control means 40 Computer

Claims (8)

The management computer that manages the property information about the apartment house (property) to be managed and the failure information about the failure that has occurred in each property, and inputs the property information and the failure information to the management computer In a housing failure information management system having a plurality of terminal devices and a plurality of base computers connected via a network to the management computer provided at each base for handling a failure,
The management computer is:
The property information including information on property managers and information on property occupants, and the failure information including information on bases that deal with the failures, associated with the property information on properties that have failed. A database storing address information of the computers for each base;
Information management means for performing registration, update, deletion, and search for the property information and the failure information based on an instruction from each terminal device;
When receiving an instruction from each terminal device for notifying a predetermined site that the failure information has been newly registered, the information regarding the site performing the failure treatment included in the failure information is recognized; The fact that the address information of the base computer provided at the recognized base is acquired from the database, and the failure information is newly registered in the base computer via the network using the acquired address information. A transmission control means for sending a notification of
A housing failure information management system characterized by comprising: The computer for each base is
A notification reporting means for displaying on the screen a predetermined notification screen indicating that the notification has been received when receiving notification that the failure information has been newly registered from the management computer;
A transmission means for transmitting an acquisition request for the failure information related to the notification to the management computer via the network when a predetermined button is pressed on the notification screen;
The housing failure information management system according to claim 1, further comprising:   3. The housing failure information management system according to claim 2, wherein the notification reporting unit issues a predetermined alarm when receiving a notification that the failure information is newly registered from the management computer. The management computer is:
When an instruction to issue identification information necessary for accessing the management computer to the manager / resident of the property or the person in charge at the site is received from each terminal device, the manager / resident Alternatively, the identification information is issued to the person in charge, and the access right to the management computer is predetermined depending on whether the person who issued the identification information is an administrator, a resident or a person in charge. An access right setting means for registering the relationship between the set access right range and the identification information in the database as access restriction information;
When the manager / resident of the property or the person in charge of the base accesses the management computer using the identification information given to the property, the identification is performed based on the access restriction information stored in the database. An access management means for recognizing a range of access rights corresponding to information and permitting access to the management computer within the recognized range of access rights;
The housing failure information management system according to claim 1, 2, or 3.   The access right setting means, as a range of access right to the management computer, for the manager of each property, to view the property information about the property and the failure information associated with the property information For each resident of each property, information related to the resident among the property information about the property and related to the resident among the obstacle information associated with the property information The range in which the information to be viewed can be browsed, and the person in charge at each site is set to the range in which the property information and the failure information can be updated within the range related to the business at the site. The housing failure information management system according to claim 4.   6. The housing failure information management system according to claim 1, wherein the network is the Internet.   A computer-readable recording medium storing a program for causing a computer to realize the function of the housing failure information management system according to any one of claims 1, 2, 3, 4, 5 and 6. The program for making a computer implement | achieve the function of the housing failure information management system in any one of Claim 1, 2, 3, 4, 5 or 6.

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