JP2005339303A - Device, method, and program for supporting maintenance check work - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To raise the implementation rate of a maintenance check. <P>SOLUTION: When a customer to be checked is absent, a portable telephone set 10 transmits work correspondence information to a server 20 via the Internet 100 in accordance with the operation of a field staff. The server 20 stores the received work correspondence information in a check work data registration database 23. The server 20 extracts the work correspondence information from the check work data registration database 23, sums up the extracted work correspondence information and takes statistics of the information, and then, obtains statistic data which indicates the absence tendency of the customer so as to store it in an absence tendency information database 24. A maintenance company generates a maintenance check plan such as a visit schedule or a visit route by the use of the obtained statistic data. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a maintenance / inspection work support device, a maintenance / inspection work support method, and a maintenance / inspection for supporting maintenance / inspection work of a worker who visits a customer's home and performs maintenance and inspection on equipment installed in the customer's house in the presence of the customer. It relates to work support programs.

  When performing maintenance and inspection of equipment such as electricity and city gas, the inspection work is performed in the presence of customers. For this reason, if the customer is absent at the scheduled time of the inspection work, maintenance inspection of the inspection target device may not be performed.

  As a system that can detect the absence of a customer, Patent Document 1 discloses automatic security that calculates position information of a mobile terminal possessed by a customer and determines whether or not the customer is away based on the calculated position information. The system is described. Patent Document 2 describes a visit scheduler that automatically calls a visited site and identifies whether or not the customer is at home based on a response to the call.

JP 2003-274037 A (paragraph 0037-0044, FIG. 1-2) JP-A-8-249392 (paragraphs 0024-0027, FIG. 4)

  Electric power companies and city gas companies are working to improve the rate of maintenance and inspection of customer equipment. In particular, city gas utilities are instructed by supervisory authorities to strive to increase the maintenance inspection rate.

  If the automatic security system described in Patent Document 1 and the visit scheduler described in Patent Document 2 are used for equipment maintenance and inspection, it is determined whether or not the customer is at home during the scheduled maintenance inspection time zone. The maintenance inspection rate can be improved to some extent. However, it is not possible to create a maintenance inspection schedule or a customer's home visit route by predicting whether or not the customer is at home at a predetermined time, and an efficient maintenance inspection plan may not be created in advance. . Therefore, the maintenance inspection implementation rate may not be improved sufficiently. In addition, the equipment information and customer information obtained by the maintenance company through the maintenance / inspection work cannot be utilized by the equipment manufacturer or the like for sales promotion of the equipment.

  Therefore, an object of the present invention is to provide a maintenance / inspection work support apparatus, a maintenance / inspection work support method, and a maintenance / inspection work support program that can improve the maintenance inspection implementation rate.

  A maintenance / inspection work support apparatus according to the present invention is a maintenance / inspection work support apparatus that supports a maintenance / inspection work of a worker who visits a customer's house and performs maintenance inspection on the equipment installed in the customer's house in the presence of the customer. , Visit information including absence information indicating that the customer visited by the worker is absent, and absent environment information indicating the absence environment when the visited customer is absent (depending on work correspondence information and customer detailed information) Is realized) from a portable terminal carried by a worker via a communication network, visit information accepting means, visit information storing means for storing visit information accepted by the visit information accepting means, and visit information storing means The absence tendency information deriving means for deriving the absence tendency information indicating the statistical result of the absence environment of each customer based on the visit information stored in the mobile phone, and the worker from the portable terminal Worker position information receiving means for receiving worker position information indicating the current position via the communication network, absent tendency information derived by the absent tendency information deriving means, and worker position information received by the worker position information receiving means And a visit schedule transmission means for transmitting a visit schedule created based on the above.

  Further, the maintenance / inspection work support device is based on the absence tendency information including the staying rate of the customer derived by the absence tendency information deriving means and the worker position information from the portable terminal received by the worker position information receiving means. And a visit schedule creation means for creating a visit schedule that is within a predetermined range around the current position of the worker indicated by the worker position information and that has a customer home at a higher rate than a predetermined probability. The visit schedule transmission means may transmit the visit schedule created by the visit schedule creation means to the portable terminal.

  Further, the visit schedule creation means is a visit schedule in which the customer's home rate at the current date / time is higher than a predetermined probability based on the customer's home rate included in the current date / time information and absence tendency information. May be created.

  In addition, the visit schedule creation means preferentially visits the customer homes that are identified based on the absence tendency information and the worker position information and that have a customer home presence rate higher than a predetermined probability based on the absence tendency information. It is also possible to create a visit schedule as a visit destination. According to such a configuration, it is possible to preferentially check or visit a customer who is likely to be at home, so that maintenance and inspection can be performed more efficiently.

  Also, the absence tendency information deriving means obtains a correlation value between the absence of the customer and the absence environment based on the absence information and the absence environment information included in the visit information, and the absence environment in which the obtained correlation value is equal to or greater than a predetermined value. In this case, absence tendency information indicating that there is a high tendency that the customer is absent may be derived.

  The absence environment information may include a part or all of the customer name, the location of the customer's home, the customer's household form, the visit date and time, the weather at the visit, and the local event.

  In addition, the visit information includes work information (implemented by customer detailed information) including device information related to the work target device obtained by the maintenance inspection work performed at the customer's home visited by the worker. May include visit information transmission means for transmitting the visit information stored in the visit information storage means to a sales support system for providing sales support for the device to be worked. According to such a configuration, the visitor information accumulated in the sales support system can be utilized by device manufacturers for sales promotion of devices.

  A maintenance / inspection work support method according to the present invention is a maintenance / inspection work support method for supporting a maintenance / inspection work of a worker who visits a customer's house and performs maintenance inspection on the equipment installed in the customer's house in the presence of the customer. Mobile information that is carried by the worker with visit information including absence information indicating that the customer visited by the worker is absent and absent environment information indicating the absence environment when the customer visited is absent. A step of receiving from a terminal via a communication network; a step of storing the received visit information; a step of deriving absence tendency information indicating a statistical result of the absence environment of each customer based on the stored visit information; To receive the worker position information indicating the current position of the worker from the communication network, the derived absence tendency information and the received worker position information Characterized in that it comprises a step of sending a visit schedule that was created had.

  A maintenance / inspection work support program according to the present invention is a maintenance / inspection work support program that supports maintenance / inspection work for a worker who visits a customer's house and performs maintenance inspection on the equipment installed in the customer's house in the presence of the customer. , The computer carries the visiting information including the absent information indicating that the customer visited by the worker is absent and the absent environment information indicating the absent environment when the visited customer is absent to the worker. Received from the mobile terminal via the communication network, based on the received visit information, the process of deriving the absence tendency information indicating the statistical result of the absence environment of each customer, and the current position of the worker from the mobile terminal Based on the process of accepting the worker location information shown via the communication network and the derived absence tendency information and the accepted worker location information. Characterized in that to execute a process of constant to.

  According to the present invention, visit information is received and stored from a portable terminal carried by a worker who performs maintenance and inspection. Then, absence tendency information indicating the statistical result of the customer's absence environment is obtained based on the accumulated visit information. Then, a visit schedule is created and transmitted based on the absence tendency information and the worker position information. Therefore, an efficient maintenance inspection plan can be created in advance using the customer absence tendency information, and the maintenance inspection work can be performed. Therefore, it is possible to improve the maintenance rate of equipment such as electricity and city gas.

Embodiment 1 FIG.
Hereinafter, a first embodiment of the present invention will be described with reference to the drawings. First, the concept of application of this embodiment will be described. In the present embodiment, a maintenance company that performs maintenance and inspection work on equipment such as electricity and city gas provides a maintenance and inspection service to customers using a maintenance and inspection service providing system. In the present embodiment, the maintenance / inspection service providing system is used to grasp the absence of customers who use electricity or city gas. In addition, the maintenance / inspection service providing system is used to obtain statistical data on the absence tendency of customers. Further, the maintenance / inspection service providing system is used for registering customer information (inspection equipment, contents of maintenance work, etc.) at the time of equipment maintenance / inspection.

  First, an application concept in the case where the customer's home situation is grasped will be described. FIG. 1 is an explanatory diagram showing an example of an application environment when the maintenance / inspection service providing system is used for grasping at-home status. In the application environment shown in FIG. 1, a worker who visits a customer's house to inspect equipment (hereinafter referred to as field staff) and an operator who performs telephone reception work at the office of a maintenance company where the field staff works. included.

  When the customer to be inspected is absent, the field staff operates the mobile phone equipped with the browser to notify that the customer is absent (1-1 shown in FIG. 1).

  In the present embodiment, a server on which a Web application program is installed is installed in the office. In the office, a client terminal such as a personal computer used by an operator is installed.

  FIG. 2 is an explanatory diagram showing an example of the usage environment of the Web application program installed in the server. As shown in FIG. 2, for example, the mobile phone receives database information on the in-house network of the maintenance company via the Internet using the function of the Web application program according to the operation of the field staff. The field staff can refer to the information by displaying the information received by the mobile phone using a browser. In addition, information can be registered in a database on the in-house network when the mobile phone transmits information using the function of the Web application program.

  As shown in FIG. 2, for example, the client terminal displays the Web screen using the function of the Web application program, so that the operator can check the absence situation and the number of absences of the customer.

  In the present embodiment, the Web application program has a function of accessing each database provided in the server and extracting information. Further, the Web application program has a function of inputting information about maintenance inspection work. The Web application program also has a function of receiving information from the field staff's mobile phone and registering the absence information of the customer in the database. Further, the Web application program has a function of managing a call time history that is a time when a customer who is an inspection target is called. Further, the Web application program has a function of transmitting instruction information for instructing field staff to perform rework to the mobile phone.

  In this embodiment, expressions such as “executed by a Web application program” are used, but actually, the CPU of the server executes processing according to the Web application program. The same applies to other programs and means realized by the programs in the present embodiment.

  The operator operates the client terminal to access the server, and grasps the absence situation and the number of absences (1-2 shown in FIG. 1). In addition, the operator makes a telephone contact for confirming that the customer is absent (1-3 shown in FIG. 1). When it is confirmed that the customer is at home, the operator operates the client terminal to access the server, inputs the customer information and the desired inspection time from the Web screen, and enters an e-mail including a rework instruction in the field. It is sent to the staff's mobile phone (1-4 shown in FIG. 1).

  When the field staff confirms the instruction received by the mobile phone, the field staff visits the customer again and performs the inspection work (1-5 shown in FIG. 1).

  As shown in FIG. 1, an opportunity for a field staff to return to his / her home for a predetermined period (for example, per day or month) by grasping the absence situation of the customer and instructing the field staff to perform a rework. Can be increased. Therefore, the number of inspection work per predetermined period by the field staff can be increased.

  FIG. 3 is an explanatory diagram comparing the work time of the field staff when the maintenance / inspection service providing system is used and the work time of the conventional field staff. As shown in FIG. 3, the contact time from the office operator to the field staff can be reduced, so that the number of field staff inspection operations can be increased.

  Next, an application concept when obtaining statistical data on the absence tendency of customers will be described. FIG. 4 is an explanatory diagram illustrating an example of an application environment when the maintenance / inspection service providing system is used for statistics of a customer absent tendency.

  When the field staff performs the maintenance / inspection work, the field staff operates the mobile phone to send work correspondence information indicating a correspondence situation when the work is performed to the server on which the Web application program is installed (4- in FIG. 4). 1). Further, when the customer to be inspected is absent, the field staff operates the mobile phone and sends work correspondence information including absence information indicating that the customer is absent to the server. For example, the mobile phone transmits work correspondence information including a customer name, work status, work area, household form, corresponding time zone, day of the week, weather, and local event at the time of the action according to the operation of the field staff.

  The server accumulates the received work correspondence information in the database (4-2 shown in FIG. 4). Further, the server aggregates / statistics the accumulated information and converts the inspection results and the customer's absence tendency into data (4-2 shown in FIG. 4). Then, the office operator creates a maintenance inspection plan such as a visit schedule and a visit route for the field staff to visit the customer based on the statistical result of the absent tendency of the customer (4-4 shown in FIG. 4). ).

  As shown in FIG. 4, the customer's home tendency can be grasped by collecting customer information for a predetermined period and collecting / stating the information for each customer, each region, or each household form. Then, the obtained statistical result can be used as an auxiliary element for creating a visit schedule or a visit route plan.

  Next, an application concept when registering customer information will be described. FIG. 5 is an explanatory diagram showing an example of an application environment when the maintenance / inspection service providing system is used for customer information registration. In the present embodiment, the office server assists sales promotion activities of equipment manufacturers and the like by linking information with the sales support system.

  When the field staff performs maintenance and inspection work, the customer staff sends detailed customer information including information on the customer's home inspection equipment and other information obtained during the maintenance and inspection work to the office server using a mobile phone as marketing information (Fig. 6-1) shown in FIG. The server registers the received customer detailed information in the database in association with the customer (6-2 shown in FIG. 5).

  The device sales support system receives the customer detailed information from the database of the server, and updates the information in the database included in the sales support system (6-3 shown in FIG. 5).

  As shown in FIG. 5, by using information in a database such as a device sales support system as basic data for sales promotion, it is possible to grasp customer needs and reduce loss of appropriate opportunities for device sales. can do.

  Next, the configuration of the maintenance / inspection service providing system will be described. FIG. 6 is a block diagram showing an example of the configuration of the maintenance / inspection service providing system. As shown in FIG. 6, the maintenance / inspection service providing system includes a mobile phone 10 used by field staff, a server 20 and a sales support system 30 operated by a maintenance company, and a mobile phone used by a device salesperson such as a device manufacturer. 40.

  The mobile phone 10 and the mobile phone 40 are equipped with a browser and a mailer and have an Internet connection function. In the present embodiment, the mobile phone (mobile terminal) 10 transmits customer detailed information and work correspondence information to the server 20 via the Internet 100. Further, the mobile phone 10 receives rework instruction information from the server 20 via the Internet 100. In addition, the mobile phone 40 receives customer detailed information and device inventory information from the server 20 via the Internet 100.

  In FIG. 6, one mobile phone 10 and one mobile phone 40 are shown, but the maintenance / inspection service providing system includes a plurality of mobile phones 10 and a plurality of mobile phones 40. Moreover, although expressions such as “the mobile phones 10 and 40 transmit information to the server 20 via the Internet 100” are used, the mobile phones 10 and 40 are actually connected to the server via the radio base station and the Internet 100. 20 transmits and receives information.

  The server 20 is installed in a maintenance company office or the like. FIG. 7 is a block diagram illustrating an example of the configuration of the server 20. As shown in FIG. 7, the server 20 includes a Web application program 21, a customer information registration database 22, an inspection work data registration database 23, an absence tendency information database 24, an aggregation logic 25, and a mail transmission processing means 26.

  In the present embodiment, when the CPU of the server 20 executes processing according to the Web application program 21, the server 20 performs processing of transmitting Web page information to the mobile phone 10 or the mobile phone 40. Therefore, in this embodiment, the server 20 plays a role as a Web server.

  In the present embodiment, when the CPU of the server 20 executes processing according to the Web application program 21, the server 20 includes each unit for executing processing for counting / statistics. FIG. 8 is a block diagram illustrating an example of a functional configuration of the server 20 realized by the Web application program 21. As shown in FIG. 8, the server 20 includes customer information registration means 121, inspection / maintenance work information registration means 122, absence information confirmation means 123, rework instruction means 124, DB connection means 125, and call time history confirmation means 126. .

  Specifically, the customer information registration unit 121 and the inspection / maintenance work information registration unit 122 are realized by the CPU and the network interface unit of the server 20 that operate according to the Web application program 21. The customer information registration unit 121 has a function of storing the customer detailed information received from the mobile phone 10 in the customer information registration database 22 via the DB connection unit 125. Also, the inspection / maintenance work information registration unit 122 has a function of storing work correspondence information (including customer absence information) received from the mobile phone 10 in the inspection work data registration database 23 via the DB connection unit 125.

  Specifically, the absence information confirmation unit 123 is realized by the CPU of the server 20 that operates according to the Web application program 21. The absence information confirmation unit 123 has a function of extracting the absence information of the customer from the inspection work data registration database 23 via the DB connection unit 125 in response to a request from the client terminal and transmitting it to the client terminal. Specifically, the rework instruction unit 124 is realized by the CPU of the server 20 and the network interface unit that operate according to the Web application program 21. The rework instruction unit 124 has a function of transmitting rework instruction information to the mobile phone 10 via the Internet 100.

  Specifically, the DB connection unit 125 and the call time history confirmation unit 126 are realized by the CPU of the server 20 that operates according to the Web application program 21. The DB connection unit 125 has a function of accessing the customer information registration database 22 or the inspection work data registration database 23 in response to an access request from the customer information registration unit 121, the inspection / maintenance work information registration unit 122 or the absence information confirmation unit 123. Prepare. The call time history confirmation unit 126 has a function of transmitting a call time history to the client terminal in response to a request from the client terminal.

  Specifically, the customer information registration database 22 is realized by a database device of the server 20. FIG. 9 is an explanatory diagram showing an example of customer detailed information stored in the customer information registration database 22. As shown in FIG. 9, the customer information registration database 22 stores a customer ID, a customer name, a customer address, each section (sections 1 to 3), a comment, and a registration time in association with each other.

  In FIG. 9, category 1 is information indicating a device to be inspected. For example, the customer information registration database 22 stores “hot water heater”, “gas detector”, and the like as category 1. Category 2 is information indicating the work contents of maintenance inspection. For example, the customer information registration database 22 stores “exchange”, “discard”, and the like as category 2. Category 3 is information indicating the household form of the customer. For example, the customer information registration database 22 stores “single” or “two households” as the category 3. The comment is a comment input by the field staff during the maintenance inspection work. The registration time is the time when the customer detailed information is registered in the customer information registration database 22.

  Specifically, the inspection work data registration database 23 is realized by a database device of the server 20. FIG. 10 is an explanatory diagram showing an example of work correspondence information stored in the inspection work data registration database 23. As shown in FIG. 10, the inspection work data registration database 23 stores a customer ID, a customer name, a customer address, a customer telephone number, a correspondence category, an event, weather, and a registration time in association with each other.

  In FIG. 10, the correspondence classification is information indicating a correspondence situation when the field staff visits the customer's house. For example, if the customer is absent when visiting the customer's home, the inspection work data registration database 23 stores “absence” as the correspondence category. The event is information indicating whether or not the event was performed when the field staff visited the customer's house. For example, when a local event is performed in the customer's residence area when the customer's home is visited, the inspection work data registration database 23 stores “Yes” as the event. The weather is the weather on the day when the field staff visits the customer's home. The registration time is the time when the work correspondence information is registered in the inspection work data registration database 23.

  Further, the work correspondence information stored in the inspection work data registration database 23 is not limited to the information shown in FIG. For example, in the inspection work data registration database 23, the work status and work area indicating the work situation when the maintenance check is performed, the household form of the customer's house, the corresponding time zone for performing the maintenance check, the day of the week, and the absence of the customer You may memorize | store work corresponding | compatible information including the inspection desired date which is a date which desires maintenance inspection.

  Specifically, the absence tendency information database 24 is realized by a database device of the server 20. FIG. 11 is an explanatory diagram illustrating an example of statistical data of a customer absent tendency stored in the absent tendency information database 24. In the present embodiment, the server 20 obtains statistical data of a customer absent tendency for each customer, each region, or each household form. As shown in FIG. 11, as the statistical data obtained for each customer, the absence tendency information database 24 stores a customer ID, a customer name, a customer address, a time zone, a day of the week, weather, an event, and a registered time in association with each other. Further, as statistical data obtained for each region, the absence tendency information database 24 stores the district ID, the district name, the time zone, the day of the week, the weather, the event, and the registered time in association with each other. Further, as statistical data obtained for each household form, the absent tendency information database 24 stores an ID for identifying the household form, a house form, a time zone, a day of the week, weather, an event, and a registered time in association with each other.

  In FIG. 11, the time zone is a time zone in which the customer is absent for a predetermined probability or more (for example, 50% or more). The day of the week is a day of the week when the customer is absent for a predetermined probability or more. Further, the weather is the weather in which the customer is absent for a predetermined probability that is determined in advance. The event is information indicating whether or not the event was performed when the customer was absent for a predetermined probability or more. The registration time is the time when the statistical data is registered in the absent tendency information database 24.

  The aggregation logic 25 is specifically realized by the CPU of the server 20 that operates according to a program. The totaling logic 25 has a function of extracting work correspondence information stored in the inspection work data registration database 23, summing up / stating the extracted work correspondence information according to predetermined items, and obtaining statistical data (absence tendency information). The aggregation logic 25 has a function of storing the obtained statistical data in the absent tendency information database 24.

  Specifically, the sales support system 30 is realized by a server or a database device (not shown). The sales support system 30 is installed in an office of a maintenance company. FIG. 12 is a block diagram illustrating an example of the configuration of the sales support system 30. As shown in FIG. 12, the sales support system 30 includes a customer information registration database 31, a product inventory database 32, and sales support processing means 33.

  Specifically, the customer information registration database 31 and the product inventory database 32 are realized by a database device of the sales support system 30. The customer information registration database 31 stores customer detailed information. In addition, the product inventory database 32 stores inventory information of products such as electricity and city gas.

  Specifically, the sales support processing unit 33 is realized by a CPU and a network interface unit of a server that operates according to a program. The sales support processing means 33 has a function of receiving customer detailed information from the server 20 and storing the received customer detailed information in the customer information registration database 31. The sales support processing unit 33 has a function of extracting customer detailed information and inventory information from the customer information registration database 31 and the product inventory database 32, respectively, and transmitting the extracted customer detailed information and inventory information to the server 20.

  In the present embodiment, the mobile phone 40 receives the customer detailed information and the inventory information registered in the sales support system 30 via the server 20 and the Internet 100. In the present embodiment, by looking at the information received by the mobile phone 40, the equipment salesperson can refer to the customer detailed information and the stock status of the product.

  The maintenance / inspection service providing system includes a client terminal (not shown) used by an operator in the office. The client terminal is realized by an information processing terminal such as a personal computer, for example. In the present embodiment, the client terminal has a function of accessing the server 20 in accordance with an operator's operation, and receiving and displaying information such as the absence of customers from the server 20.

  In the present embodiment, the visit information receiving means and the visit information transmitting means are realized by the CPU of the server 20 and the network interface unit. The visit information storage means is realized by the inspection work data registration database 23. The absence tendency information deriving means is realized by the aggregation logic 25. In the present embodiment, the storage device (not shown) of the server 20 stores various programs for collecting / stating information and obtaining statistical data.

  Next, the operation will be described. FIG. 13 is a flowchart illustrating an example of a customer absence information registration process, an absence tendency statistical process, and a customer information registration process using the maintenance / inspection service providing system.

  First, the operation for registering customer absence information will be described. When the customer's home is absent, the mobile phone 10 accesses the server 20 via the Internet 100 according to the operation of the field staff. The server 20 transmits information on the web page of the login screen to the mobile phone 10 via the Internet 100. Then, the mobile phone 10 displays a login screen based on the received Web page information.

  The mobile phone 10 inputs the user ID and password in accordance with the input operation of the field staff, and transmits the input user ID and password to the server 20 via the Internet 100. When the login to the server 20 is permitted, the mobile phone 10 inputs the absence information (time zone, day of the week, weather, and event) of the visited home according to the input operation of the field staff, and the input absence information The work correspondence information that is included is transmitted to the server 20 via the Internet 100 (step S101). The server 20 stores the received work correspondence information in the inspection work data registration database 23 (step S102).

  When the absence of a customer is confirmed on the office side, the client terminal requests work correspondence information from the server 20 in accordance with the operation of the operator. Then, the server 20 extracts work correspondence information from the inspection work data registration database 23 according to a request from the client terminal, and transmits it to the client terminal. Then, the client terminal displays the received work correspondence information. The operator on the office side can confirm the absence of the customer by referring to the work correspondence information in the inspection work data registration database 23.

  The operator makes a telephone contact for confirming that the customer is away from home, and confirms the desired date and time of inspection when confirming that the customer is at home. When there is a desired inspection date and time, the client terminal inputs the desired inspection date and time in accordance with the operator's input operation. Then, the client terminal transmits the input desired inspection date and time to the server 20 and requests the server 20 to update the inspection work data registration database 23. The server 20 updates the inspection work data registration database 23 based on the received inspection desired date and time (step S103). Further, the server 20 transmits rework instruction information including the customer's desired inspection date and time to the mobile phone 10 via the Internet 100 (step S104).

  Next, the operation | movement which calculates | requires the statistical data of a customer absent tendency is demonstrated. The aggregation logic 25 extracts all work correspondence information including absence information from the inspection work data registration database 23 (step S105). For example, the aggregation logic 25 extracts all the work correspondence information whose correspondence classification is “absent” from the work correspondence information stored in the inspection work data registration database 23. Further, the aggregation logic 25 calculates / statistics the extracted work correspondence information to obtain statistical data (step S106). Then, the aggregation logic 25 stores the obtained statistical data in the absent tendency information database 24 (step S107).

  The accumulation / statistics method of accumulated information will be described. The aggregation logic 25 determines a unit of aggregation / statistics for grasping the absence tendency, such as whether to aggregate by customer, by region, or by housing form. Then, the aggregation logic 25 calculates / statistics information for each item (time zone, day of week, event) for each customer, each region, or each housing form to obtain statistical data.

  For example, the aggregation logic 25 obtains a correlation value between each item (time zone, day of the week, event) and when the customer is absent. Then, when the calculated correlation value is equal to or greater than a predetermined value, the aggregation logic 25 obtains statistical data indicating that there is a high tendency for the customer to be absent for the item. For example, when the calculated correlation value is equal to or greater than a predetermined value (for example, 50% or more), the aggregation logic 25 determines that the item corresponding to the correlation value is highly related to the customer's absence tendency. . If the calculated correlation value is smaller than a predetermined value, the aggregation logic 25 determines that the item corresponding to the correlation value has a low relationship with the customer's absence tendency.

  The aggregation logic 25 obtains the probability that the customer is absent for an item that is determined to have a high relationship with the customer's absence tendency. For example, the aggregation logic 25 calculates the customer's absence probability by dividing the customer's absence frequency by the customer's home visit frequency and the telephone inquiry frequency. Further, for example, when the number of times the customer is absent and the number of times at home are registered, the aggregation logic 25 obtains the probability of absence of the customer by dividing the number of times absent by “the number of times absent at home + the number of times at home”. Then, the aggregation logic 25 obtains statistical data including a time zone and a day of the week when the absence probability is a predetermined value or more (for example, 50% or more).

  Note that the present invention is not limited to a method for obtaining statistical data in units of customers, regions, or households, and a different aggregation / statistical method may be used depending on a maintenance company that uses absence tendency information. Further, items used for counting / statistics are not limited to time zones, days of the week, and events. For example, counting / statistics may be performed using items such as weekdays, beginning of the month, the end of the month, before holidays, after holidays, or settlement dates and the contents of inspection work as items. Further, for example, aggregation / statistics may be performed using a combination of a plurality of items. Further, when information is aggregated / statistically, the customer's absence tendency can be accurately grasped as the number of information samples increases.

  Next, an operation for registering customer information will be described. When performing maintenance and inspection work on the device at the customer's home, the mobile phone 10 transmits the user ID and password to the server 20 and logs in according to the same operation as in step S101. If the login is permitted, the mobile phone 10 inputs the customer detailed information according to the input operation of the field staff, and transmits the input customer information to the server 20 via the Internet 100 (step S108).

  The server 20 stores the received customer detailed information in the customer information registration database 22 (step S109). Further, for example, in accordance with a request from the sales support system 30, the server 20 extracts the customer detailed information from the customer information registration database 22 and transmits it to the sales support system 30 (step S110). Then, the sales support processing means 33 of the sales support system 30 stores the received customer detailed information in the customer information registration database 31.

  When the device salesperson wants to check the customer information or the stock of the product, he / she operates the mobile phone 40 to perform a request operation for the customer detailed information and the stock information. The cellular phone 40 transmits a request for transmitting customer detailed information and inventory information to the sales support system 30 to the sales support system 30 via the Internet 100 and the server 20 in accordance with the operation of the device salesperson. The sales support system 30 extracts customer detailed information and inventory information from the customer information registration database 31 and the product inventory database 32 in accordance with a request from the mobile phone 40. Then, the sales support system 30 transmits the extracted customer detailed information and inventory information to the mobile phone 40 via the server 20 and the Internet 100.

  As described above, according to the present embodiment, the server 20 receives the work correspondence information including the absence information of the customer from the mobile phone 10 and accumulates it in the inspection work data registration database 23. And the server 20 calculates | requires the statistical data of a customer's absence tendency based on the work corresponding information to accumulate | store. For this reason, the maintenance company can create a maintenance inspection schedule and a customer's home visit route using the statistical data of the customer absent tendency, and can create an efficient maintenance inspection plan in advance and perform the maintenance inspection work. . Therefore, it is possible to improve the maintenance rate of equipment such as electricity and city gas.

  Further, according to the present embodiment, it is possible to register the customer detailed information when the maintenance / inspection work is performed at the customer's home in the database of the sales support system 30. The device salesperson can acquire and refer to the customer detailed information from the sales support system 30 using the mobile phone 40. Therefore, the equipment information and customer information obtained through the maintenance and inspection work can be utilized by the equipment salesperson in the equipment sales business.

Embodiment 2. FIG.
Next, a second embodiment of the present invention will be described with reference to the drawings. First, an application concept of the maintenance / inspection service providing system in the present embodiment will be described. In this embodiment, the maintenance / inspection service providing system is used to create a visit schedule and a visit route when visiting each customer for maintenance / inspection. FIG. 14 is an explanatory diagram showing an example of an application environment when the maintenance / inspection service providing system is used for creating a visit schedule or a visit route.

  In this embodiment, the field staff carries a mobile phone having a GPS function, and sends the current position information to the office server using the mobile phone (14-1 shown in FIG. 14). The server loaded with the application program extracts the address information of the customer's home that is likely to be at home based on the statistical data of the customer's home trend and the current location information (14-2 shown in FIG. 14). The server extracts address information of a customer's home that is likely to be at home using a function of home address information extraction logic described later.

  In this embodiment, the shortest visit route is calculated using an existing map information providing service. Specifically, the server of the office transmits the current location information of the field staff and the address information of the customer to the map information providing server operated by the provider providing the map information providing service via the Internet, Request calculation of shortest visit route.

  Based on the current location information of the field staff and the address information of the customer's home, the map information providing server calculates the shortest visit route that can visit each customer's home at the shortest distance (14-3 shown in FIG. 14). Further, the map information providing server transmits the map information to which the shortest visit route is added to the mobile phone via the communication network. Then, the field staff confirms the visit route of the customer's home by looking at the information received by the mobile phone (14-4 shown in FIG. 14).

  As shown in FIG. 14, since the visit route is automatically created, the field staff can efficiently visit the customer's home and perform maintenance inspection even if the customer has no experience of visiting the customer's home in the past. Therefore, it is possible to reduce the difference in personal ability among field staff, such as experience and know-how in maintenance inspection work, and to improve the maintenance inspection implementation rate. In addition, since the individual ability gap can be reduced, the selection range of the employment staff when the maintenance company employs the field staff can be expanded.

  Next, the configuration of the maintenance / inspection service providing system will be described. FIG. 15 is a block diagram illustrating another configuration example of the maintenance / inspection service providing system. As shown in FIG. 15, in the present embodiment, the maintenance / inspection service providing system includes a map information distribution server operated by a provider that provides a map information service in addition to the components shown in the first embodiment. 50 is included. Further, the present embodiment is different from the first embodiment in that the function of the mobile phone 10a is different from the function of the mobile phone 10. In FIG. 15, the sales support system 30 and the mobile phone 40 are omitted from the components of the maintenance / inspection service providing system shown in the first embodiment.

  The mobile phone 10a has a GPS function, and has a function of receiving GPS signals and obtaining location information (worker location information) of the mobile phone 10a. Further, the mobile phone 10a has a function of transmitting the obtained position information to the server 20 via the Internet 100. The cellular phone 10a has a function of receiving map information from the map information distribution server 50 via the Internet 100 and displaying the map information. In the present embodiment, the field staff can confirm the route information (direction) from the current position to the customer's house by looking at the map information displayed by the mobile phone 10a.

  The functions of the mobile phone 10a other than the function of calculating and transmitting location information and the function of receiving and displaying map information are the same as the functions of the mobile phone 10 in the first embodiment. FIG. 15 shows one mobile phone 10a, but the maintenance / inspection service providing system includes a plurality of mobile phones 10a.

  FIG. 16 is a block diagram illustrating another configuration example of the server 20. As shown in FIG. 16, the server 20 includes a home address information extraction logic 27 in addition to the components shown in the first embodiment. The server 20 also has a function of receiving location information from the mobile phone 10a via the Internet 100. In FIG. 16, the components other than the absence tendency information database 24 among the components of the server 20 shown in the first embodiment are not shown.

  In the present embodiment, the server 20 is loaded with an application program for executing processing for extracting address information of the customer's house. Specifically, the home address information extraction logic 27 is realized by the CPU and the network interface unit of the server 20 that operate according to the application program. FIG. 17 is a block diagram illustrating an example of a functional configuration of the home address information extraction logic 27. As shown in FIG. 17, the home address information extraction logic 27 includes address narrowing means 271, day narrowing means 272, time zone narrowing means 273, and event narrowing means 274.

  The address narrowing means 271 has a function of extracting statistical data from the absence tendency information database 24 based on position information from the mobile phone 10a. For example, the address narrowing-down means 271 extracts all the statistical data of the customer's house at an address within a predetermined distance determined in advance from the current position of the mobile phone 10a based on the position information.

  The day narrowing means 272 has a function of narrowing down and extracting the statistical data of customers who are likely to be at home from the statistical data extracted by the address narrowing means 271 based on the day information. For example, the day narrowing means 272 inputs the current day of the week using a calendar function provided in the server 20. The day narrowing means 272 extracts all the statistical data in which the current day does not match the day information included in the statistical data (that is, the customer is likely to be at home).

  The time zone narrowing means 273 has a function of further narrowing down and extracting statistical data of customers who are likely to be at home from the statistical data extracted by the day narrowing means 272 based on the time information. For example, the time zone narrowing means 273 inputs the current time information from the clock provided in the server 20. Then, the time zone narrowing means 273 extracts all statistical data whose current time does not match the absent time zone included in the statistical data (that is, the customer is likely to be at home).

  The event narrowing means 274 has a function of further narrowing down and extracting statistical data of customers who are likely to be at home from the statistical data extracted by the time zone narrowing means 273 based on the event information. For example, when information on an event currently being performed is registered in the server 20, the server 20 does not match the event information currently included in the event data included in the statistical data (that is, the customer is at home). Extract all statistical data (highly likely). Further, the event narrowing means 274 has a function of extracting customer address information included in the extracted statistical data and transmitting it to the map information distribution server 50 via the Internet 100.

  The contents of the information stored in the absence tendency information database 24 are the same as the contents of the information shown in FIG.

  The map information distribution server 50 has a function of receiving customer address information from the server 20 via the Internet 100. Further, the map information distribution server 50 includes a map database, and has a function of extracting map data in a range including a customer house corresponding to the received address information from the map database. Further, the map information distribution server 50 has a route calculation function for obtaining a visit route of each customer house based on the received address information. Further, the map information distribution server 50 has a function of processing the extracted map of the surroundings of the customer's house by adding a route (direction) from the current position to each customer's house. Furthermore, the map information distribution server 50 has a function of transmitting processed map data to the mobile phone 10 via the Internet 100.

  In the present embodiment, the maintenance / inspection work support device is realized by the server 20 and the map information distribution server 50. The worker position information receiving means is realized by the CPU of the server 20 and the network interface unit. The visit schedule transmission means and the visit schedule creation means are realized by the home address data extraction logic 27 and the map information distribution server 50.

  In the present embodiment, the storage device of the server 20 indicates the absence information indicating that the customer visited by the worker is absent and the absence environment when the visited customer is absent in the computer. A process for receiving visit information including absence environment information from a portable terminal carried by a worker via a communication network, and absence tendency information indicating a statistical result of each customer's absence environment based on the received visit information. Derived processing, processing for receiving worker position information indicating the current position of the worker from the mobile terminal via the communication network, and the customer's home of the visited site based on the derived absence tendency information and the received worker position information A maintenance / inspection work support program for executing the process of specifying

  Next, the operation will be described. FIG. 18 is a flowchart showing an example of a visit route creation process using the maintenance / inspection service providing system.

  When requesting the visit route creation, the mobile phone 10a transmits the current location information to the server 20 via the Internet 100 according to the operation of the field staff (step S201). In this case, for example, the mobile phone 10a transmits the address information of the mobile phone 10a to the server 20 together with the position information.

  Based on the received position information, the address narrowing means 271 of the home address information extraction logic 27 extracts all statistical data of the customer's house at an address within a predetermined distance from the current position of the mobile phone 10a from the absent tendency information database 24. (Step S202). The day narrowing means 272 narrows down and extracts statistical data of customers who are likely to be at home from the statistical data extracted by the address narrowing means 271 based on the current day of the week information (step S203). ). The time zone narrowing means 273 further narrows down and extracts statistical data of customers who are likely to be at home from the statistical data extracted by the day narrowing means 272 based on the current time information ( Step S204). Further, the event narrowing means 274 further narrows down and extracts statistical data of customers who are likely to be at home from the statistical data extracted by the time zone narrowing means 273 based on the presence / absence of an event (step) S205).

  The event narrowing means 274 extracts all the address information from the statistical data, and transmits the extracted address information to the map information distribution server 50 via the Internet 100 (step S206). In this case, the event narrowing means 274 transmits, for example, the address information transmitted from the mobile phone 10a in step S201 together with the address information to the map information distribution server 50.

  The map information distribution server 50 searches the map database based on the received address information, and extracts map data including all customer houses corresponding to the address information (step S207). Further, the map information distribution server 50 obtains a visit route for each customer house based on the received address information (step S208). Further, the map information distribution server 50 processes the extracted map data by adding a visit route from the current position to each customer house. Then, the map information distribution server 50 transmits the processed map data to the mobile phone 10a via the Internet 100 based on the received address information (step S209).

  As described above, according to the present embodiment, the field staff can perform maintenance inspection work using the automatically generated visit route of the customer's house, so that the maintenance inspection implementation rate can be improved. . Further, even if the field staff has not visited the customer's house in the past, the customer's house can be visited efficiently, and the individual ability difference between the field staff can be reduced.

Embodiment 3 FIG.
Next, a third embodiment of the present invention will be described with reference to the drawings. In the present embodiment, the server 20 includes a home time map database and a visit history database in addition to the configuration shown in the first embodiment or the second embodiment. In the present embodiment, the content of information stored in the customer information registration database 22 is different from the content of information stored in the customer information registration database 22 in the first embodiment and the second embodiment. , Different from the first embodiment and the second embodiment.

  In the present embodiment, the server 20 performs a process of determining the priority of the order of confirming that the customer is at home and the order of visiting the customer's home. When the operator of the office confirms the customer's absence status and confirms that the customer is at home, he / she confirms the presence in the order of priority requested by the server 20. When creating a visit route for a customer's home, the map information distribution server 50 creates a visit route for the customer's home in the order of priority determined by the server 20.

  The home time map database is specifically realized by the database device of the server 20. The at-home time map database stores in advance information on the date and time that the customer is likely to be at home in association with the occupation. In the present embodiment, the home time map database stores the occupation flag, the home day of the week, and the home time in association with each other.

  The occupation flag is information indicating whether or not there is an occupation and whether the employee is married or unmarried. In the present embodiment, the home time map database stores the occupation flag “2” in the case of a worker, stores the occupation flag “1” in the case of a married person, and stores the occupation flag “0” in the case of a student. Remember. For example, when the home time map database stores the occupation flag “2”, the home day “Sunday”, and the home time “after 21:00”, in general, a workable person can be at home on Sunday or after 21:00. It shows that the nature is high.

  The at-home day of the week and at-home time stored in the at-home time map database are obtained based on statistical values obtained by conducting a survey in advance and performing statistics. For example, the home time map database stores the home day of the week and the home time obtained based on the survey results of the national life time published by the Statistics Bureau of the Ministry of Internal Affairs and Communications.

  Specifically, the visit history database is realized by the database device of the server 20. The visit history database stores history information when the field staff visits the customer's home. In the present embodiment, the visit history database stores a customer ID, a home flag, a corresponding day of the week, and a corresponding time in association with each other.

  The customer ID is an ID for identifying a customer. The home flag is information indicating whether or not the customer was at home at the time of the visit. In the present embodiment, the visit history database stores a home flag “1” when the customer is at home, and stores a home flag “0” when the customer is away. The corresponding day of the week is the day of the week when the field staff visits the customer's home. The response time is information indicating the time when the field staff visited the customer's home. In the present embodiment, the visit history database stores information indicating a time zone of 1 hour before and after the time of visiting the customer's house as the corresponding time. For example, when a customer's house is visited at 19:00, the visit history database stores the corresponding time “18:00 to 20:00”.

  The visit history database may be realized by the inspection work data registration database 23. In this case, for example, the inspection work data registration database 23 stores the corresponding day of the week and the corresponding time in addition to the information shown in FIG. Further, the correspondence category stored in the inspection work data registration database 23 shown in FIG. 10 is used as a home flag.

  In the present embodiment, the customer information registration database 22 stores a customer ID, a customer name, a customer address, a desired inspection date and time, and an occupation flag in association with each other.

  Next, the operation will be described. When the field staff visits the customer's home, the mobile phone 10 transmits the customer information and the visit information to the server 20 via the Internet 100 according to the input operation of the field staff. In this case, the mobile phone 10 transmits customer information including a customer ID, a customer name, a customer address, a customer's desired inspection date and time, and a customer occupation flag to the server 20. Then, the server 20 stores the received customer information in the customer information registration database 22. Further, the mobile phone 10 transmits visit information including a customer ID, a home flag, a corresponding day of the week, and a corresponding time to the server 20. Then, the server 20 stores the received visit information in the visit history database.

  FIG. 19 is a flowchart illustrating an example of a priority determination process in which the server 20 determines the priority of a customer. The server 20 extracts all corresponding customer information from the customer information registration database 22 based on the customer ID of the visit information whose home flag is “0” (that is, the customer is absent) in the received visit information ( Step S301). The server 20 determines whether or not the desired inspection date / time is included in the extracted customer information (step S302).

  In the present embodiment, the server 20 performs priority determination using the two priority flags A and B. If it is determined in step S302 that the desired inspection date / time is included, the server 20 selects the priority flag A (step S303). If it is determined in step S302 that the desired inspection date / time is not included, the server 20 selects the priority flag B (step S304). When the priority flag A is selected, the server 20 executes the process of step S315 without performing the processes from step S305 to step S314.

  When the priority flag B is selected, the server 20 determines whether or not the job type flag is included in the customer information (step S305). If it is determined that the job type flag is included, the server 20 extracts the corresponding home time information from the home time map database using the job type flag included in the customer information as a key (step S306). Further, the server 20 inputs current time information (step S307). For example, the server 20 inputs the current time information from a mounted clock.

  The server 20 determines whether or not the current time matches the extracted at-home time information (step S308). If it is determined that the information matches the staying time information, the server 20 adds 1 to the priority flag B (step S309). If the server 20 determines that the information does not match the at-home time information, the server 20 does not add a value to the priority flag B.

  The server 20 determines whether or not the visit information having the home flag “1” exists in the visit history database among the visit information corresponding to the customer information (step S310). That is, the server 20 determines whether or not there is visit data when a customer's house corresponding to the customer information is visited at home in the past and inspection work is performed.

  If it is determined in step S110 that matching visit information exists, the server 20 extracts the corresponding time and the corresponding day of the week from the visit information stored in the visit history database (step S311). Further, the server 20 inputs the current time information and day information (step S312). For example, the server 20 inputs the current time information and day of the week information using a clock and calendar function installed.

  The server 20 determines whether or not the current time / day of the week matches the extracted corresponding time / day of the week (step S313). If it is determined that one or both of the corresponding time and the corresponding day of the week match, the server 20 adds 1 to the priority flag B as much as it matches (step S314). For example, if it is determined that both the corresponding time and the corresponding day of the week match, the server 20 adds 2 to the priority flag B. In addition, when it is determined that either one of the corresponding time or the corresponding day of the week matches, the server 20 adds 1 to the priority flag B. If it is determined that neither the corresponding time nor the corresponding day of the week matches, the server 20 does not add to the priority flag B.

  The server 20 executes the processing from step S302 to step S314 for all the customer information extracted in step S301, and determines the type and value of the priority flag corresponding to each customer.

  The server 20 determines the priority order of each customer based on the priority order flag (step S315). In the present embodiment, when the type of the priority flag is the priority flag A, the server 20 determines that the customer's priority is first. In the case of the priority flag B, the server 20 determines whether the value of the priority flag B is “3”, “2”, “1”, or “0”. When the value of the priority flag B is “3”, the server 20 determines that the priority of the customer is second. When the value of the priority flag B is “2”, the server 20 determines that the customer's priority is third. When the value of the priority flag B is “1”, the server 20 determines that the priority of the customer is fourth. When the value of the priority flag B is “0”, the server 20 determines that the priority of the customer is fifth. According to the above procedure, the priority is determined from 1st to 5th for each customer.

  In addition, the server 20 may determine the priority order further subdivided by adding a ranking condition. For example, the value of the priority flag B is “2” because the home time is matched in step S308 and either the corresponding time or the corresponding day of the week is matched in step S313, and the home time is matched in step S308. In some cases, both the corresponding time and the corresponding day of the week are matched in step S313. In this case, for example, the server 20 sets a customer whose home time matches and either the corresponding time or the corresponding day of the week is higher than a customer whose home time does not match and both the corresponding time and the corresponding day of the week match. You may determine so that it may become.

  When confirming that the customer is at home, the client terminal requests work correspondence information from the server 20 in accordance with the operation of the operator. Then, the server 20 extracts work correspondence information from the inspection work data registration database 23 according to a request from the client terminal, and transmits it to the client terminal. In this case, the server 20 transmits the determined priority information together with the work correspondence information to the client terminal. Then, the client terminal displays the received work correspondence information together with the priority order information. The operator looks at the displayed information and makes telephone calls for confirmation of staying in the order of priority to customers who have been absent.

  In addition, when creating a visit route for the customer's home, the event narrowing means 274 transmits the extracted address information to the map information distribution server 50 and displays the priority information together with the address information via the Internet 100. The information is transmitted to the information distribution server 50. Based on the received address information and priority order information, the map information distribution server 50 obtains a visit route for visiting customer premises in order of priority. Then, the map information distribution server 50 processes the map data by adding a visit route, and transmits the map data to the mobile phone 10a via the Internet 100.

  As described above, according to the present embodiment, the server 20 determines the priority order of the customers in the order of the high possibility of being at home based on the current time and day information. Then, according to the determined priority order, the customer can be confirmed at home or a visit route can be created. Since customers who are likely to be at home can check and visit at home with priority, the maintenance inspection can be performed more efficiently.

  In the present embodiment, the case has been described in which the priority order is determined in the order of the customers who are likely to be at home, but the priority order determination method is not limited to the method described in the present embodiment. For example, the priority order may be determined in the order of customers who are unlikely to be at home. By doing so, it is possible to increase the number of visits of customers with a low home rate, and to reduce the possibility that maintenance inspections of customer homes with a low home rate will remain unimplemented. Alternatively, the priority may be determined by applying a predetermined weight according to the customer. For example, the priority order may be determined by weighting so that the customer at the customer's house within a predetermined distance from the current position of the mobile phone 10 is higher. Alternatively, the priority order may be determined by combining customers with different home probabilities. By doing so, it is possible to reduce the variation in the maintenance inspection rate from day to day.

Embodiment 4 FIG.
Next, a fourth embodiment of the present invention will be described with reference to the drawings. First, an application concept of the maintenance / inspection service providing system in the present embodiment will be described. FIG. 20 is an explanatory diagram illustrating an example of an application environment in the case where a simple wireless terminal is used to grasp a customer's home status.

  When the customer to be inspected is absent, the field staff installs a dedicated simple wireless terminal on the door knob of the customer's house (20-1 shown in FIG. 20). The simple wireless terminal is used for inputting a customer ID and desired inspection date and time, and for transmitting information by accessing a server on which a Web application program is installed.

  When the customer comes home and operates the simple wireless terminal and presses the desired date / time button for which inspection / maintenance work is desired, information on the desired date / time is transmitted to the server of the maintenance company office (20-2 shown in FIG. 20).

  The operator refers to the information on the desired date and time for each customer received by the server from the simple wireless terminal, and grasps the customer's home status. If it can be confirmed that the customer is at home, the operator operates the client terminal to instruct transmission of desired date / time information to the mobile phone of the field staff (20-3 shown in FIG. 20).

  When the field staff confirms the at-home information and the desired date / time information received by the mobile phone, the field staff revisits the customer's home and performs the inspection work (20-4 shown in FIG. 20).

  As shown in FIG. 20, the customer's home condition can be confirmed by the customer transmitting the desired inspection date and time using a simple wireless terminal installed by the field staff. In addition, compared with the case where the home is confirmed by telephone or mail when the person is away from home, the customer to be inspected does not need to deal with the telephone or postcards sent by mail, thereby reducing the burden on the customer. it can.

  Next, the configuration of the maintenance / inspection service providing system will be described. FIG. 21 is a block diagram showing still another configuration example of the maintenance / inspection service providing system. As shown in FIG. 21, the maintenance / inspection service providing system includes a mobile phone 10, a simple wireless terminal 15, and a server 20. The function of the mobile phone 10 is the same as the function of the mobile phone 10 shown in the first embodiment.

  FIG. 22 is a block diagram illustrating still another configuration example of the server 20. As shown in FIG. 22, the server 20 includes a Web application program 21a, a customer basic information database 22a, a work schedule database 23a, and mail transmission processing means 26.

  Specifically, the customer basic information database 22a is realized by a database device of the server 20. FIG. 23 is an explanatory diagram showing an example of customer basic information stored in the customer basic information database 22a. As shown in FIG. 23, the customer basic information database 22a stores a customer ID, a customer name, a customer address, a customer telephone number, and a registration time in association with each other.

  Specifically, the work schedule database 23a is realized by a database device of the server 20. FIG. 24 is an explanatory diagram showing an example of work schedule information stored in the work schedule database 23a. As shown in FIG. 24, the work schedule database 23a stores a customer ID, a desired date and time when the customer desires maintenance and inspection, and a registration time in association with each other. The work schedule database 23a stores customer basic information in association with work schedule information in accordance with instructions from the Web application program 21a.

  The Web application program 21 a has a function of receiving a customer ID and a desired inspection date from the mobile phone 10. Further, the Web application program 21a has a function of extracting customer basic information from the customer basic information database 22a and associating the desired inspection date and time received from the mobile phone 10 with the customer basic information. Further, the Web application program 21a has a function of storing the requested inspection date and customer basic information associated with each other in the work schedule database 23a.

  In this embodiment, expressions such as “executed by the Web application program 21a” are used, but actually, the CPU of the server 20 executes processing according to the Web application program 21a.

  FIG. 25 is a block diagram illustrating an example of the configuration of the simple wireless terminal 15. As shown in FIG. 25, the simple wireless terminal 15 includes a customer ID input unit 151, an inspection date input unit 152, and a wireless information transmission unit 153.

  The customer ID input means 151 and the inspection date input means 152 are specifically realized by the CPU and the input unit of the simple wireless terminal 15 that operates according to a program. The customer ID input means 151 has a function of inputting a customer ID in accordance with an input operation by a field staff. Further, the inspection date / time input means 152 has a function of inputting a desired inspection date / time according to a customer's input operation operation.

  Specifically, the wireless information transmission unit 153 is realized by the CPU and the wireless transmission / reception unit of the simple wireless terminal 15 that operates according to a program. The wireless information transmission unit 153 has a function of transmitting the customer ID input by the customer ID input unit 151 and the desired inspection date / time input by the inspection date / time input unit 152 to the server 20 via the wireless communication network and the Internet 100.

  Next, the operation will be described. FIG. 26 is a flowchart illustrating an example of a home status confirmation process using the simple wireless terminal 15. When the customer is absent, the customer ID input means 151 of the simple wireless terminal 15 inputs the customer ID of the customer who was absent according to the input operation of the field staff (step S401). Then, the field staff installs the simple wireless terminal 15 on the door knob of the customer's house.

  When the customer comes home, the inspection date and time input means 152 of the simple wireless terminal 15 inputs the desired inspection date and time for which inspection work is desired according to the input operation of the customer (step S402). Then, the simple wireless terminal 15 transmits the input customer ID and desired inspection date and time to the server 20 via the wireless communication network and the Internet 100 (step S403).

  The web application program 21a of the server 20 searches the customer basic information database 22a using the received customer ID as a key, and extracts corresponding customer basic information (step S404). In addition, the Web application program 21a associates the received inspection desired date and time with the extracted customer basic information (step S405). Then, the Web application program 21a stores the customer ID, the customer basic information, and the desired inspection date in association with each other in the work schedule database 23a (step S406).

  Further, the Web application program 21a transmits the associated customer basic information and desired inspection date and time to the mobile phone 10 carried by the field staff via the communication network (step S407). The field staff can revisit the customer's home after confirming the customer's desired inspection date and time by viewing the information received by the mobile phone 10.

  As described above, according to the present embodiment, the customer can register the desired date and time for maintenance inspection using the simplified wireless terminal 15 installed by the field staff while absent. Since it is not necessary to handle telephone calls from maintenance companies or postcards sent by mail, the burden on customers can be reduced.

Embodiment 5 FIG.
Next, a fifth embodiment of the present invention will be described with reference to the drawings. First, an application concept of the maintenance / inspection service providing system in the present embodiment will be described. FIG. 27 is an explanatory diagram illustrating an example of an application environment in the case where the state of a customer's home that is absent is confirmed or the customer's home is confirmed using position information of a mobile phone.

  In the present embodiment, as part of a security service for an apartment house or the like, the customer is provided with a housing status confirmation service that allows the customer to confirm the “housing status” of the customer's home while absent. In the present embodiment, the customer can check the state of each device at home (whether there is no abnormality or the like) while he is not present.

  In the present embodiment, each device that is the target of the house condition confirmation service has a unique IP address. The device at the customer's home uses the IP address to transmit device information such as the presence / absence of the device and housing information to the server operated by the service provider that provides the housing status confirmation service (FIG. 27). 27-1). And the server 20 manages the state of each apparatus based on the received apparatus information and house information (27-2 shown in FIG. 27).

  In addition, the service provider distributes in advance an application program for confirming “the state of the house” using a mobile phone to a customer who is a service target (27-3 shown in FIG. 27). For example, a customer downloads an application program in advance from a service provider's server using a mobile phone.

  The server also transmits device information and house information to the mobile phone of the service target person. Then, the customer can confirm the “housing state” by viewing the device information and the housing information that the mobile phone receives from the server and displays using the application program (FIG. 27-4). In the present embodiment, “the state of the house” that can be confirmed by the customer is, for example, the presence / absence of locking at home, the operating state of the electrical device, the operating state of the gas detector, the state inside the house (for example, fixed point Web Video shot with a camera).

  The server also receives position information from the mobile phone (27-5 shown in FIG. 27). Then, the server determines whether the customer is at home based on the received position information, and provides the determination result to a maintenance company (for example, field staff). The maintenance company can efficiently perform maintenance inspection patrol by performing maintenance inspection work with reference to the provided determination result (27-6 shown in FIG. 27).

  As shown in FIG. 27, it is possible to provide a service that enables a customer to confirm the “residential state” that is absent as an added value of real estate. In addition, since the maintenance company can grasp the customer's home status in advance, it is possible to improve the visit efficiency during the maintenance inspection.

  Next, the configuration of the maintenance / inspection service providing system will be described. FIG. 28 is a block diagram showing still another configuration example of the maintenance / inspection service providing system. As shown in FIG. 28, the maintenance / inspection service providing system includes a mobile phone 10 used by field staff, a server 20a operated by a service provider, a mobile phone 60 used by a customer, and a service target device 70 at the customer's home.

  Specifically, the service target device 70 is an electric device, a gas detector, a Web camera, or the like. The service target device 70 has an Internet connection function and has a unique IP address. In addition, the service target device 70 has a function of transmitting information indicating the operating state of the device as device information to the server 20a via the Internet 100. For example, the service target device 70 that is a gas detector transmits the presence or absence of gas leakage to the server 20a as device information. In FIG. 28, one service target device 70 is shown, but the maintenance / inspection service providing system includes a plurality of service target devices 70.

  FIG. 29 is a block diagram illustrating an example of the configuration of the server 20a. As shown in FIG. 29, the server 20a includes a house state management application program 201, a device information registration database 202, a customer location registration database 203, a Web application program 204, and a mobile phone application download means 205.

  The house state management application program 201 has a function of receiving device information from the service target device 70 via the Internet 100. The house state management application program 201 has a function of receiving location information from the mobile phone 40 via the Internet 100. Further, the house state management application program 201 has a function of storing the received device information in the device information registration database 202. The house condition management application program 201 has a function of passing the received position information to the Web application program 204.

  In the present embodiment, expressions such as those received by the house state management application program 201 are used. In practice, however, the CPU of the server 20a executes processing according to the house state management application program 201. The same applies to the Web application program 204 described later.

  Specifically, the device information registration database 202 is realized by a database device of the server 20a. FIG. 30 is an explanatory diagram showing an example of device information stored in the device information registration database 202. As illustrated in FIG. 30, the device information registration database 202 stores a device IP address, device name, customer name, status (device state), and transmission time in association with each other. In FIG. 30, the transmission time is the time when the service target device 70 transmits device information to the server 20a.

  Specifically, the customer location registration database 203 is realized by a database device of the server 20a. FIG. 31 is an explanatory diagram showing an example of customer location information stored in the customer location registration database 203. As illustrated in FIG. 31, the customer location registration database 203 stores a customer ID, a customer name, a customer address, a customer current location, a determination result whether or not at home, and a reception time in association with each other. In FIG. 31, the reception time is the time when the server 20 a receives the position information from the mobile phone 40.

  In the present embodiment, when the CPU of the server 20a executes a process according to the Web application program 204, the server 20a registers the customer location information in the customer location registration database 203 or determines whether the customer is at home. Each means for determining is included. FIG. 32 is a block diagram illustrating an example of a functional configuration of the server 20 a realized by the Web application program 204. As shown in FIG. 32, the server 20a includes DB connection means 241 and at-home determination processing means 242.

  Specifically, the DB connection unit 241 is realized by the CPU of the server 20 a that operates according to the Web application program 204. The DB connection unit 241 has a function of accessing the customer location registration database 203 in response to an access request from the home determination processing unit 242.

  Home determination processing means 242 includes position information conversion means 242a and comparison determination processing means 242b. Specifically, the position information conversion unit 242a is realized by the CPU of the server 20a that operates according to the Web application program 204. The position information conversion means 242a has a function of converting position information (latitude and longitude) from the mobile phone 40 into address information. Further, the location information conversion unit 242a has a function of storing the converted address information as the customer's current location in the customer location registration database 203 via the DB connection unit 241. The position information conversion unit 242a has a function of passing the converted address information to the comparison determination processing unit 242b.

  Specifically, the comparison determination processing unit 242b is realized by the CPU of the server 20a that operates according to the Web application program 204. The comparison determination processing unit 242b extracts the address information of the customer's house from the customer location registration database 203, compares the extracted address information with the address information converted by the location information conversion unit 242a, and determines whether the customer is at home. It has a function to determine whether. For example, the comparison determination processing unit 242b determines whether or not the character strings included in the address information match.

  Specifically, the mobile phone application download unit 205 is realized by the CPU and the network interface unit of the server 20a that operate according to the program. The mobile phone application download unit 205 has a function of transmitting the mobile phone application program 61 to the mobile phone 60 via the Internet 100 in response to a download request from the mobile phone 40.

  The mobile phone 60 is equipped with a browser and a mailer and has an Internet connection function. In the present embodiment, the mobile phone 60 receives device information from the server 20a via the Internet 100. In addition, the mobile phone 60 has a GPS function and a function for obtaining position information (latitude and longitude) of the mobile phone 60 based on the received GPS signal. The mobile phone 60 has a function of transmitting the obtained position information to the server 20a via the Internet 100.

  The mobile phone 60 is loaded with a mobile phone application program 61 downloaded from the server 20a. The cellular phone 60 has a function of displaying device information received from the server 20a using the cellular phone application program 61. In FIG. 29, one mobile phone 60 is shown, but the maintenance / inspection service providing system includes a plurality of mobile phones 60.

  The function of the mobile phone 10 is the same as the function of the mobile phone 10 shown in the first embodiment.

  Next, the operation will be described. FIG. 33 is a flowchart illustrating an example of a home status confirmation service providing process and a customer home determination process based on location information. The service target device 70 transmits device information to the server 20a via the Internet 100 at predetermined time intervals (step S501). Then, the house state management application program 201 stores the received device information in the device information registration database 202 (step S502).

  Further, the house state management application program 201 transmits the received device information to the mobile phone 60 via the Internet 100 (step S503). The mobile phone 60 displays the received device information using the function of the mobile phone application program 61. The customer of the service target can confirm the “housing state” by looking at the device information displayed on the mobile phone 60.

  When the device information is received, the mobile phone 60 receives a GPS signal and obtains position information. Then, the cellular phone 60 transmits the obtained position information to the server 20a via the Internet 100 (step S504). In this case, the mobile phone 60 transmits the customer ID together with the position information to the server 20a.

  The house state management application program 201 passes the received location information and customer ID to the Web application program 204 (step S505). The Web application program 204 extracts corresponding customer information from the customer location registration database 203 based on the customer ID (step S506).

  The Web application program 204 executes a home determination process based on the location information and the extracted customer information (step S507). Specifically, in step S507, the location information conversion unit 242a converts location information (latitude and longitude) from the house state management application program 201 into address information. Then, the comparison determination processing unit 242b compares the address information of the customer's house included in the customer information with the converted address information, and determines whether the addresses match. If the addresses match, the comparison determination processing unit 242b determines that the customer is at home. If the addresses do not match, the comparison determination processing unit 242b determines that the customer is absent.

  Note that the method for determining whether the customer is absent is not limited to the method for determining whether the addresses match. For example, the customer location registration database 203 stores customer information including customer home location information (latitude and longitude). In this case, the at-home determination processing means 242 determines a predetermined difference in which the difference between the current position of the mobile phone 60 and the position of the customer's home is determined based on the location information included in the customer information and the location information from the mobile phone 60. Determine if it is within distance. If it is determined that the distance is within a predetermined distance, the home determination processing unit 242 determines that the customer is at home.

  The Web application program 204 stores the determination result as to whether or not the customer is at home in the customer location registration database 203 (step S508). The Web application program 204 stores the address information converted by the position information conversion unit 242a in the customer position registration database 203 as the current position of the customer. Further, the Web application program 204 transmits the determination result as to whether or not the customer is at home and the customer information to the mobile phone 10 carried by the field staff via the Internet 100 (step S509). The field staff can confirm whether or not the customer to be inspected is at home by looking at the determination result received by the mobile phone 10.

  As described above, according to the present embodiment, the customer can check the state of the device at home and the state in the home while going out. In addition, since the field staff can grasp the customer's at-home situation by looking at the determination result of whether or not the customer is at home, it is possible to improve the visit efficiency during the maintenance inspection.

  In the fourth and fifth embodiments, the case where the customer's home status is confirmed using the position information received from the simple wireless terminal 15 or the mobile phone 60 has been described. The method of confirming is not limited to the method shown in the fourth embodiment or the fifth embodiment. For example, information indicating that the door is locked may be transmitted to the server 20 via the Internet 100 when an electric key is installed at the customer's home and the customer locks. Then, the server 20 may determine that the customer is absent when receiving information indicating that the server is locked. Further, a sensor (for example, an infrared sensor) is installed at the customer's home, and the server 20 may determine whether or not the customer is absent by analyzing a signal received from the sensor at the customer's home. . Further, the server 20 may perform a process of automatically calling a customer's home and determine whether or not the customer is absent according to a response from the customer's home.

  The present invention can be applied to a maintenance inspection service for performing maintenance inspection of equipment such as electricity and city gas. In particular, it is possible to improve the maintenance inspection implementation rate by creating a visit schedule and a visit route for a customer's home, and applying it to a customer's home confirmation.

It is explanatory drawing which shows an example of an application environment in the case of using a maintenance inspection service provision system for at-home situation grasp. It is explanatory drawing which shows the example of the usage environment of the web application program which a server mounts. It is explanatory drawing which compared the working time of the field staff at the time of using a maintenance inspection service provision system, and the working time of the conventional field staff. It is explanatory drawing which shows an example of an application environment in the case of using a maintenance inspection service provision system for the statistics of a customer absent tendency. It is explanatory drawing which shows an example of an application environment in the case of using a maintenance inspection service provision system for customer information registration. It is a block diagram which shows an example of a structure of a maintenance inspection service provision system. 2 is a block diagram illustrating an example of a configuration of a server 20. FIG. 2 is a block diagram illustrating an example of a functional configuration of a server 20 realized by a Web application program 21. FIG. It is explanatory drawing which shows an example of the customer detailed information which the customer information registration database 22 memorize | stores. It is explanatory drawing which shows an example of the work corresponding information which the inspection work data registration database 23 memorize | stores. It is explanatory drawing which shows an example of the statistical data of a customer absent tendency which the absent tendency information database 24 memorize | stores. 2 is a block diagram illustrating an example of a configuration of a sales support system 30. FIG. It is a flowchart which shows an example of the registration process of a customer's absence information using a maintenance inspection service provision system, an absent tendency statistics process, and a customer information registration process. It is explanatory drawing which shows an example of an application environment when using a maintenance inspection service provision system for preparation of a visit schedule or a visit route. It is a block diagram which shows the other structural example of the maintenance inspection service provision system. 6 is a block diagram illustrating another configuration example of the server 20. FIG. It is a block diagram which shows an example of a function structure of the home address information extraction logic 27. FIG. It is a flowchart which shows an example of the visit route creation process using the maintenance inspection service provision system. It is a flowchart which shows an example of the priority determination process in which the server 20 determines a customer's priority. It is explanatory drawing which shows an example of an application environment in the case of grasping | ascertaining a customer's at-home situation using a simple wireless terminal. It is a block diagram which shows the further another structural example of the maintenance inspection service provision system. 6 is a block diagram illustrating still another configuration example of the server 20. FIG. It is explanatory drawing which shows an example of the customer basic information which the customer basic information database 22a memorize | stores. It is explanatory drawing which shows an example of the information of the work schedule which the work schedule database 23a memorize | stores. 2 is a block diagram illustrating an example of a configuration of a simple wireless terminal 15. FIG. 5 is a flowchart illustrating an example of a home status confirmation process using a simple wireless terminal 15; It is explanatory drawing which shows an example of the application environment in the case of confirming the state of the customer's house in absence or confirming a customer's home using the positional information on a mobile telephone. It is a block diagram which shows the further another structural example of the maintenance inspection service provision system. It is a block diagram which shows an example of a structure of the server 20a. It is explanatory drawing which shows an example of the apparatus information which the apparatus information registration database 202 memorize | stores. It is explanatory drawing which shows an example of the customer position information which the customer position registration database 203 memorize | stores. 3 is a block diagram illustrating an example of a functional configuration of a server 20a realized by a Web application program 204. FIG. It is a flowchart which shows an example of the provision process of a home status confirmation service, and a customer's at-home determination process based on location information.

Explanation of symbols

DESCRIPTION OF SYMBOLS 10 Cellular phone 20 Server 21 Web application program 22 Customer information registration database 23 Inspection work data registration database 24 Absence tendency information database 25 Total logic 26 Mail transmission processing means 30 Sales support system 31 Customer information registration database 32 Merchandise inventory database 33 Sales support processing Means 40 Mobile phone 100 Internet

Claims (9)

A maintenance / inspection work support device that supports maintenance / inspection work of a worker who visits a customer's house and performs maintenance inspection on the equipment installed in the customer's house in the presence of the customer,
Visiting information including absence information indicating that the customer visited by the worker is absent and absent environment information indicating absent environment when the visited customer is absent is carried by the worker. Visit information receiving means for receiving from a mobile terminal via a communication network;
Visit information storage means for storing visit information received by the visit information reception means;
Based on the visit information stored in the visit information storage means, absent tendency information deriving means for deriving absent tendency information indicating the statistical result of the absence environment of each customer;
Worker position information receiving means for receiving worker position information indicating the current position of the worker from the mobile terminal via a communication network;
Visit schedule transmission means for transmitting a visit schedule created based on the absence tendency information derived by the absence tendency information deriving means and the worker position information received by the worker position information receiving means. Maintenance inspection work support device characterized by. Based on the absence tendency information including the home stay rate of the customer derived by the absence tendency information deriving means and the worker position information from the portable terminal accepted by the worker position information receiving means, the worker position information indicates A visit schedule creation means for creating a visit schedule that is within a predetermined range around the current position of the worker and that has a customer's home rate higher than a predetermined probability as a visit destination is provided.
The maintenance / inspection work support device according to claim 1, wherein the visit schedule transmission unit transmits the visit schedule created by the visit schedule creation unit to the portable terminal.   The visit schedule creation means creates a visit schedule based on the customer's home rate included in the current date and time information and absence tendency information, where the customer's home rate at the current date and time is higher than a predetermined probability. The maintenance / inspection work support device according to claim 2.   The visit schedule creation means preferentially visits the customer homes having a home presence rate higher than a predetermined probability based on the absence tendency information among the customer homes specified based on the absence tendency information and the worker position information. The maintenance / inspection work support device according to claim 2 or 3, wherein a visit schedule for making a visit is created.   Absence tendency information deriving means obtains a correlation value between the absence of the customer and the absence environment based on the absence information and the absence environment information included in the visit information, and the customer in the absence environment where the calculated correlation value is equal to or greater than a predetermined value. The maintenance / inspection work support apparatus according to claim 1, wherein absence tendency information indicating that the tendency of being absent is high is derived. The absence environment information includes a part of or all of a customer name, a customer residence, a customer household form, a visit date and time, a weather at the time of visit, and a local event. The maintenance / inspection work support device described in the section. The visit information includes work information including equipment information on the work target equipment obtained by the maintenance inspection work performed at the customer's home visited by the worker,
The visit information transmission means which transmits the visit information memorize | stored in the visit information storage means toward the sales support system for performing the sales support of the apparatus made into the said work object is included. The maintenance inspection work support device according to any one of the above. A maintenance / inspection work support method for supporting maintenance / inspection work of a worker who visits a customer's house and performs maintenance inspection on the equipment installed in the customer's house in the presence of the customer,
Visiting information including absence information indicating that the customer visited by the worker is absent and absent environment information indicating the absent environment when the visited customer is absent is carried by the worker. Receiving from a mobile device via a communication network;
Storing the received visit information;
Deriving absence tendency information indicating statistical results of the absence environment of each customer based on the stored visit information;
Receiving worker position information indicating a worker's current position from the portable terminal via a communication network;
A maintenance inspection work support method, comprising: a step of transmitting a visit schedule created based on the derived absence tendency information and the received worker position information. A maintenance / inspection work support program for supporting maintenance / inspection work of a worker who visits a customer's house and performs maintenance inspection on the equipment installed in the customer's house in the presence of the customer,
On the computer,
Visiting information including absence information indicating that the customer visited by the worker is absent and absent environment information indicating the absent environment when the visited customer is absent is carried by the worker. Processing received from a mobile device via a communication network;
Based on the received visit information, a process of deriving absence tendency information indicating a statistical result of the absence environment of each customer;
A process of receiving worker position information indicating a worker's current position from the mobile terminal via a communication network;
A maintenance / inspection work support program for executing a process of identifying a customer's home at a destination based on the derived absence tendency information and the received worker position information.

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