JP2007156996A - Product improvement system and its method - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a product improvement system grasping the state of an inquiry from a user along with the lapse of time and to provide its method. <P>SOLUTION: A managament computer 100 for the product improvement system calculates the share in the number of pieces for a specific failure information for a product model in all the total number of inquiries for the specific product model for one day based on a product code, a failure phenomenon for the product model, business day and starting time for a call which are recorded by a database storing apparatus 110. A display apparatus 130 displays the transition in the share based on the business day and the starting time for the call. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a product improvement system and method.

  Conventionally, when a user inquires about a defect (including a failure) related to a predetermined product, an operator answers by telephone at a call center. In response to inquiries at such a call center, it has been known that inquiries for certain products tend to increase from a certain time.

Here, for example, Patent Document 1 is known as a related technique. Patent Document 1 relates to a frequently asked questions (FAQ) system that receives a question about a predetermined product from a user and transmits an answer to the question to the user. In this system, after a web server receives a question content related to a predetermined product from a client PC, a question and answer process is performed by returning a response content to the question content. Then, the system recognizes the frequency of the question that has been subjected to the question-and-answer process, reads out the component stored in association with the question based on the frequency of the question, and outputs it as an improvement item.
JP 2004-164088 A

  However, there is no conventional call center that aggregates the inquiry status of a given product and outputs this as an improvement item. On the other hand, for example, the technique of Patent Document 1 may be applied to the aggregation of inquiry status at a call center, but even with such application technique, it is not possible to grasp the increase / decrease tendency of inquiry over time. Can not.

  The present invention has been made to solve such problems, and an object of the present invention is to provide a product improvement system capable of grasping the status of inquiries from users over time, and a method thereof. There is.

  In order to solve the above-mentioned problems, the present invention is a product improvement system useful for improving a product, and relates to an inquiry from a user, product model information indicating the inquiry product model, a defect of the product model Recording means for recording information and the date and time of inquiry in association with each other, and for the total number of inquiries for a specific product model within the total unit period, the recording means occupies the specific defect information number of the product model. Occupancy rate calculating means for calculating based on the recorded product model information, defect information of the product model and inquiry date and time, and presenting means for presenting the transition of the occupancy rate based on the inquiry date and time The feature product improvement system is the gist.

  By doing this, the occupancy rate of the specific number of defects (number of defect information) in the total number of inquiries for a specific product model is calculated, and the specific defect that shows the transition of the occupancy rate is detected early. be able to.

In this case, it is preferable that the presenting unit presents the change of the occupation ratio for each product model based on the inquiry date.
In this way, the transition of the occupation ratio for each product model can be understood, and the product models can be compared with each other.

  In addition, a failure information storage means for storing a user inquiry content, a response content corresponding to the inquiry content and a database associated with the failure information related to the response content, and a selection means for selecting the failure information of the product are provided. Preferably, the selection means searches the database based on user inquiry contents and corresponding contents corresponding to the inquiry contents to select defect information.

In this way, defect information can be easily selected.
In addition, it is preferable that the presenting means presents the occupation ratio by color according to the size.

  In this way, when the appearance of colors increases especially when the occupation ratio is large by being presented according to the color according to the size of the occupation ratio, it is possible to detect a specific malfunction early. it can.

  Moreover, it is preferable that a seasonal average occupancy rate calculating unit that calculates an average occupancy rate for each season based on the occupancy rate is provided, and the presenting unit presents the average occupancy rate for each season by color.

In this way, when the performance of the model changes depending on the season, it is possible to discover the malfunction of the model associated with the season by presenting the average occupancy rate for each season.
The presenting means preferably presents the product models in order of release when presenting the transition of the occupation ratio for each product model.

  In this way, when presenting the transition of the occupancy rate for each product model, the product models are presented in order of release, so the occupancy ratio transition since the release for each product model can be seen, and the early stage of a specific defect You can make a discovery.

The presenting means preferably presents the occupation rate according to the number of days that have elapsed since the product model was released when presenting the transition of the occupation rate for each product model.
In this way, since the occupation rate is presented for each product model in accordance with the number of days that have elapsed since the product model was released, it is possible to detect defects early in terms of the number of days elapsed.

  Also, a total unit period setting input means for setting and inputting a total unit period is provided, and the occupancy rate calculating means is configured to input the total number of inquiries about the specific product model within the set total unit period. It is preferable to calculate the occupation rate of the number of specific defect information based on the product model information recorded by the recording unit, the defect information of the product model, and the inquiry date.

  In this way, the occupation ratio of the number of pieces of defect information for each product model is calculated with respect to the total number of inquiries from the user within the total unit period set and input by the total unit period setting input means. As a result, the totaling unit period can be changed and set to an arbitrary period. For example, it is possible to present the occupation ratio every week, every month, or every three months.

In addition, it is preferable that a presentation period setting input unit configured to input a presentation period is provided, and the presenting unit presents the occupation ratio over the set and input presentation period.
If it carries out like this, an occupation rate will be calculated over the presentation period set and input by the presentation period setting input means. As a result, the presentation period can be changed and set to an arbitrary period. For example, it is possible to present the occupation ratio for one month, three months, half a year, or one year.

  In addition, it comprises a color presentation threshold setting means for setting a color presentation threshold for color-coded presentation according to the size of the occupancy rate, the presentation means when the color classification according to the size of the occupancy rate, This is preferably performed based on the color presentation threshold.

  If it carries out like this, a presentation means will color-code based on a color presentation threshold value, when color-coding according to the magnitude | size of the said occupation rate. Thereby, the display width of the color represented according to the occupation rate can be changed by changing the color presentation threshold.

  Further, for each defect information, a period average value calculating means for calculating a period average value for each product model using the total number of total unit periods from which the defect information was obtained, and the period average value between the product models It is preferable that a model-specific deviation value calculating unit for calculating the model-specific deviation value is provided, and the presenting unit presents the model-specific deviation value by color according to the size.

By doing so, it is possible to compare and evaluate the performance of each product model by comparing each product model with the model-specific deviation value of the period average value of the occupation ratio.
Further, it is preferable that the presenting means presents the product models in order of magnitude of the deviation value.

In this way, the product models are presented side by side in the order of deviation values, so it is possible to easily determine which defect level of which product model is high.
The presenting means preferably plots the deviation value for each product model on a dispersion graph having the defect information on the vertical axis and the horizontal axis.

In this way, the product model can be evaluated from multiple aspects based on two pieces of defect information.
Further, for each product model, model structure database storage means for storing a structure database in which at least one of part information of various parts constituting the product model and mechanism information of various mechanisms is associated with the defect information; A search means for referring to the structure database and searching for at least one of part information of various parts constituting the product and mechanism information of various mechanisms based on defect information of a specific product model; The calculating means calculates an occupancy ratio of at least one of the various parts and the defect information of various mechanisms with respect to the total number of inquiries about the specific product model within the total unit period, and the presenting means , Presents the transition of the occupation ratio of at least one of the various parts and various mechanisms based on the date and time of the inquiry Rukoto is preferable.

  In this way, if the product model has a common part or a common mechanism, it is possible to recognize the transition of the occupancy rate of the defect with respect to the total number of inquiries from the user for the part or mechanism at an early stage. It is possible to detect defects related to parts or specific mechanisms at an early stage.

  Further, the present invention is a product improvement method useful for improving a predetermined product, and relates to an inquiry from a user, product model information indicating the inquired product model, defect information of the product model, and inquiry The step of recording the date and time in association with each other in the recording means, and the occupancy rate of the specific defect information number of the product model with respect to the total number of inquiries about the specific product model within the total unit period is recorded in the recording means A product improvement method comprising a step of calculating based on product model information, defect information of the product model and an inquiry date, and a step of presenting the transition of the occupation rate based on the inquiry date It is a summary.

  In this way, the occupancy rate of the specific number of defects (number of defect information) in the total number of inquiries for a specific product model is calculated, and a specific defect in which the transition of the occupancy ratio is presented can be detected at an early stage. it can.

  DESCRIPTION OF EMBODIMENTS Hereinafter, an embodiment in which a product improvement system of the present invention is embodied will be described with reference to FIGS. FIG. 1 is a schematic configuration diagram of a call center system provided in a call center.

  In this embodiment, call centers are provided at a plurality of locations, and call center systems C1 to C3 are provided corresponding to the respective call centers. Since each call center system has the same configuration, the call center system C1 will be described, and description of other call center systems will be omitted.

  In the call center system C1, a PBX (Private Branch eXchange) device 20, a server 40, and a database storage device 50 are connected via a LAN. Further, as terminals used by a plurality of operators, a plurality of terminals 61, 62, 63... Composed of personal computers are connected to the server 40 via the LAN 70. The PBX device 20 is connected to customer telephones 91, 92, etc. via a public telephone line network 80. Operator telephones 71, 72, 73... Are connected to the PBX device 20. In addition, a log-in button B1, a hold button B2, and a preparing button B3 are provided on the operation units (not shown) of the telephones 71, 72, 73,.

  The server 40 is a server having a CTI (Computer Telephony Integration) function. The server 40 handles incoming calls to the call center and outgoing calls from the call center to customers. Specifically, the server 40 has an ACD (Automatic Call Distribution), IVR (Interactive Voice Response) function, and the like, and controls the PBX device 20.

  Here, the ACD is a function for automatically allocating calls received in the call center to operators, and the ACD in the server 40 assigns operators corresponding to calls from customers. The ACD that has selected the corresponding operator instructs the PBX device 20 to connect the telephone from the customer to the operator.

The IVR is a function that guides the customer in response to an appropriate call.
The database storage device 50 stores an incoming call database 200, an outgoing call database 210, an operator database 220, a product information database 230, a product correspondence record database 235, a customer database 255, a work history database 260, a keyword search database 270, and the like. (See FIGS. 3 to 9). For convenience of explanation, each database may be given a “branch” to distinguish it from various databases stored in the database storage device 110 handled by the management computer 100.

  As shown in FIG. 3, the incoming call database 200 includes a business day, an incoming call ID (incoming call identification code), a communication type into which IVR or Navi Dial identification data is written, a call start time, a call end time, a product code, and the number of hold times. It consists of a column for writing the first to n-th hold time, an inquiry content, a response content, and a customer ID write column. Navi Dial is a registered trademark of Nippon Telegraph and Telephone Corporation. The incoming call database 200 is created by giving an incoming call ID by the server 40 every time there is an incoming call.

  As shown in FIG. 4, the calling database 210 includes a column for writing a business day, a calling ID, a call start time, a call end time, a product code, a hold count, a first to n-th hold time, and inquiry contents. , Correspondence contents, and a customer ID column. The business day and the call start time correspond to the inquiry date. The call database 210 is created with a call ID assigned by the server 40 each time a call is made.

  As shown in FIG. 5, the operator database 220 includes a call center ID, an operator ID, a name of each operator, a terminal No. that identifies a terminal used by each operator. And a telephone number for identifying the telephone. And there is a determination flag writing field for determining whether or not each operator is on standby. In each call center, an operator corresponding to each product is determined. The operator database 220 is a database for selecting a corresponding operator in accordance with a customer call.

As shown in FIG. 6A, the product information database 230 is configured by associating product codes with product names. Here, the product code corresponds to product model information.
As shown in FIG. 6B, the merchandise correspondence record database 235 has, for each merchandise code (product model information), inquiry contents for each incoming call ID, correspondence contents for the inquiry contents, and inquiry contents and correspondence contents. Thus, a defect phenomenon writing field is associated as defect information of the product (that is, the product model) that causes the inquiry. The result of keyword search from the keyword search database 270 is written in the defect phenomenon writing column. As shown in FIG. 7, the customer database 255 stores a customer ID, a customer name, an address, and a telephone number in association with each other.

  As shown in FIG. 8, the keyword search database 270 is a database in which a query content keyword, a corresponding content keyword, and a defect phenomenon are associated with each other. When each keyword input by the operator operating the terminal 61 is input, the server 40 searches the keyword search database 270 based on the keyword to identify the corresponding malfunction phenomenon, and the product correspondence record database Write in the 235 defect phenomenon entry field. For convenience of explanation, FIG. 8 shows only one query content and corresponding keyword, but the number of keywords is not limited to one and may be two or more. .

  As shown in FIG. 9, the work history database 260 is created by recording the work (event) performed by the operator on the business day and the work time (start time and end time) for each work in the order of event occurrence. Database. When the event relates to an incoming call, the incoming call ID is written. When the event relates to an outgoing call, the incoming call ID is written. In the “Incoming call ID, outgoing call ID” column, the incoming call ID or the outgoing call ID is written. . The work history database 260 is a data group created every business day for each operator.

  For example, when the ready button B3 of each telephone 71 or the like is turned on, an on signal from the ready button B3 is input to the server 40 via the PBX device 20, and the start time when the button is turned on is The server 40 refers to a timer (not shown) and records it in the work history database 260. When the preparation button B3 is turned off, an off signal is input to the server 40, and the time when the off signal is turned off is referred to as an end time by the server 40 by referring to a timer (not shown). To be recorded.

  “Preparing” means that the operator is working, not just waiting, but preparing for work. In such a case, the preparing button B3 is operated by the operator.

  In FIG. 9, the event “standby” is started by the server 40 when none of the login button B1, hold button B2, and preparing button B3 of the operator's telephone is turned on. The time is recorded. As for the “response” of the event, the server 40 records the start time when the login button B1 is turned on, and the end time when the login button B1 is turned off. The event “hold” has the same start time as when the hold button B2 is turned on, and the end time when the other button such as the login button B1 is turned on. Recorded by the server 40. The end time of the previous event when the event changes is the same time as the start time of the next new event.

  When an incoming call is received by the customer's telephone 91, 92, etc. using the navigation dial, the PBX device 20 generates navigation dial identification data and sends it to the server 40. The server 40 accepts the identification data of the received navigation dial, and also assigns an incoming call ID for each incoming navigation dial and stores it in the incoming call database in the database storage device 50 in association with the navigation dial identification data. .

  When an incoming call from a customer uses an IVR, the server 40 gives IVR identification data, assigns an incoming call ID for each incoming call, associates it with the IVR identification data, and stores the database storage device. 50 incoming call databases 200 (branch incoming call database).

  The LAN 70 of each of the call center systems C1 to C3 is connected to a WAN (Wide Area Network) 88 via a connection device 85. Further, the management computer 100 is connected to the WAN 88 via the connection device 85. The installation location of the management computer 100 may be any one call center or may be an installation location independent of the call center.

  FIG. 2 is a block diagram of the management computer 100. As shown in the figure, the management computer 100 is connected to a database storage device 110, a program storage device 120 for storing various programs, a display device 130, and an input operation device 140 such as a keyboard. The management computer 100 is connected to a working memory composed of a RAM (not shown).

  The database storage device 110 stores an incoming call database 111, an outgoing call database 112, an operator database 113, a product information database 114, a work history database 115, a product correspondence record database 116, and various color-coding tables 117A to 117C (FIG. 2). FIG. 14). The database storage device 110 stores table data 118 and graph data 119.

  The incoming call database 111 is a database in which the branch incoming call databases (incoming call databases 200) of the call center systems C1 to C3 are integrated. The call database 112 is a database in which the branch call databases (call database 210) of the call center systems C1 to C3 are integrated. The operator database 113 is a database that combines the branch operator databases (operator database 220) of the call center systems C1 to C3. The product information database 114 is a database in which the branch product information databases (product information database 230) of the call center systems C1 to C3 are integrated.

The work history database 115 is a database that combines the branch work history databases (work history database 260) of the call center systems C1 to C3.
The product correspondence record database 116 is a database in which the branch product correspondence record databases (product correspondence record database 235) of the respective call center systems C1 to C3 are integrated.

  The databases 111 to 116 store the latest data updated in the recording area corresponding to the database storage device 50 of each call center system C1 to C3 from time to time (up to 15 minutes by the server 40 of each call center system C1 to C3. Updated each time it is transferred). This transfer is performed in response to a “data update request” transmitted from the management computer 100.

  For example, the incoming call database 111 has a recording area corresponding to the database storage device 50 in each of the call center systems C1 to C3, and the latest data in the incoming call database 200 is transferred from time to time by the server 40 of each of the call center systems C1 to C3. And updated to be the same as the incoming call database 200.

  The call database 112 is executed by the management computer 100 executing the data update program 124 so that the latest data of the call database 210 of each call center system C1 to C3 is transferred and becomes the same as the call database 210. Updated. The operator database 113 is updated when the management computer 100 executes the data update program 124 so that the latest data in the operator database 220 of each of the call center systems C1 to C3 is transferred and becomes the same as the operator database 220. .

  As for the merchandise information database 114, the management computer 100 executes the data update program 124 so that the latest data of the merchandise information database 230 of each of the call center systems C1 to C3 is transferred and becomes the same as the merchandise information database 230. Updated. Further, the work history database 115 is transferred to the management computer 100 so that the latest data of the work history database 260 of each call center system C1 to C3 is transferred and becomes the same as the work history database 260 of each call center system C1 to C3. It is updated by executing the update program 124.

  The product correspondence record database 116 has the management computer 100 set so that the latest data of the product correspondence record database 235 of each call center system C1 to C3 is transferred and becomes the same as the product correspondence record database 235 of each call center system C1 to C3. It is updated by executing the data update program 124.

  The occupation rate color classification table 117A shown in FIG. 10A is referred to by the management computer 100 in order to color-divide the occupation rate for each predetermined range in the size of the occupation rate presented in the table cell. It is a used table. In the occupation rate color classification table 117A of the present embodiment, as shown in the figure, the occupation rates are “0%”, “less than 5%”, “5% or more”, “10% or more”, “15% or more”, It is divided into a plurality of categories such as “25% or more” and “30% or more”. Here, these values correspond to a color presentation threshold value. Then, the cells having the occupation ratios in the divided range are displayed in color according to the color classification rules of the occupation ratio color classification table 117A. Here, the occupation ratio is a ratio of the number of specific defect information of a specific product model with respect to the total number of inquiries from the user in the total unit period (for example, one day unit). Note that, in the occupation rate color classification table 117A, the range of each occupation rate can be changed by an input operation to the input operation device 140.

  In this case, the input operation device 140 is used as a color presentation threshold setting unit. That is, when the color presentation threshold is set by the input operation device 140, the management computer 100 is set to the color presentation threshold setting mode and the color presentation threshold is set. Specifically, in the above embodiment, the coloration range of the occupation ratio in the occupation ratio color classification table 117A of FIG. 10A, that is, the color presentation threshold range is changed and set. For example, in the example of FIG. 10A, the occupation ratio is less than 5%, 5% or more, and 10% or more. However, this range is finely set to less than 2%, 2% or more, 5% or more, and the like. Set it, or conversely, set it in a large range.

  In this way, the display device 130 performs color coding based on the color presentation threshold when color coding is performed according to the size of the occupation ratio. Thereby, the display width of the color represented according to the occupation rate can be changed by changing the color presentation threshold.

Furthermore, the color type of the occupation rate color classification table 117A is changed by the input operation device 140.
For convenience of explanation, in FIGS. 10A to 10C, colors are indicated by hatching instead of colors except for a part. The color “0%” in FIG. 10A indicates white.

  The deviation value color classification table 117B shown in FIG. 10B is a table that is referred to and used by the management computer 100 in order to color-divide the deviation value for each predetermined range of the magnitude of the deviation value. . In this embodiment, as shown in the figure, the deviation values are “less than 40%”, “40% or more”, “45% or more”, “50% or more”, “55% or more”, and “60% or more”. ”And divided into multiple groups. Then, the cells having the deviation values in the divided range are displayed in color according to the color classification rules of the deviation value color classification table 117B.

  The seasonal color classification table 117C shown in FIG. 10C is a table that is referred to and used by the management computer 100 in order to color-code numerical values for each season. As shown in the figure, it is divided into spring, summer, autumn, and winter, and different colors can be displayed within the divided range.

  The program storage device 120 stores various programs such as a statistical value calculation program 121, a graph creation program 122, a table creation program 123, a data update program 124, and a Web browser. When the statistical value calculation program 121 is executed by the management computer 100, various statistical values are calculated based on various data in the database stored in the database storage device 110.

  When the table creation program 123 is executed by the management computer 100, the table creation is performed based on various database data stored in the database storage device 110 and various statistical values calculated according to the statistical value calculation program 121. . The created various tables are stored as table data 118 in the database storage device 110. When the graph creation program 122 is executed by the management computer 100, various graphs and tables are displayed based on various database data stored in the database storage device 110 and various statistical values calculated according to the statistical value calculation program 121. Created. The created various graphs or tables are stored as graph data 119 in the database storage device 110. For the data obtained by the graph creation program and the table creation program 123, the management computer 100 activates a Web browser and displays the various tables and graphs on the display device 130 on the Web browser. The graph creation program 122 and the table creation program 123 can use, for example, Excel (registered trademark) of Microsoft Corporation.

  The management computer 100 executes the data update program 124 to make a “data update request” to each of the call center systems C1 to C3 every predetermined time (for example, 15 minutes).

  The product improvement system according to this embodiment includes call center systems C1 to C3, a management computer 100, a database storage device 110, a program storage device 120, a display device 130, and an input operation device 140.

  In this case, the server 40 corresponds to selection means. The database storage device 50 corresponds to defect information storage means. The management computer 100 corresponds to an occupancy rate calculating means, a seasonal average occupancy rate calculating means, a period average value calculating means, and a model-specific deviation value calculating means. The database storage device 110 corresponds to a recording unit. Further, the display device 130 corresponds to a presentation unit.

(Function)
Now, the operation of the call center monitoring system configured as described above will be described. Here, creation and update of data in various databases when a call is received from a customer will be described.

  FIG. 11 is a flowchart showing an example of processing when a call is received from a customer at a call center. In the following description, for convenience of explanation, it is assumed that a call is made from a customer to the call center system C1, the terminal of an operator responding to the customer is a terminal having a reference numeral 61, and the telephone is a telephone having a reference numeral 71.

  When a call is made from the customer to the call center via the public telephone line network 80 (see S1 in FIG. 11), a message to that effect is transmitted from the PBX device 20 to the server 40 (P1). Then, it is determined by the ACD of the server 40 whether or not it is busy (S2). If it is not busy, the server 40 assigns the operator corresponding to the telephone call from the customer to the operator database (branch operator database) of the database storage device 50. Choose from. It should be noted that a determination flag for determining whether or not the operator database 220 is waiting can be written in the operator database 220, and the server 40 performs other than calling (external line outgoing call) during response with the customer, preparation, and outgoing call. A flag is set in the determination flag writing field. For this reason, an operator whose determination flag is set in the determination flag writing congestion column is a candidate for selection.

  The ACD that has selected the corresponding operator instructs the PBX device 20 to connect the telephone from the customer to the operator (see P2-1 in FIG. 11), and also to the operator's terminal 61. The fact that there is an incoming call is output (P2-2). In response to this incoming call, the terminal 61 displays a customer response screen on a display device (not shown) provided in the terminal 61.

  As a result, the PBX device 20 connects the incoming call representing the customer's call request to the selected operator's telephone 71 via the public telephone network 80 (see S3 and P3 in FIG. 11). The operator's terminal 61 starts accessing the server 40 (P4).

  On the other hand, the server 40 numbers the incoming call ID of the customer who has received this time (S4), and reads the operator ID of the operator selected by the ACD from the operator database 220. Further, when the incoming call uses IVR, the server 40 assigns the IVR identification data in association with the incoming call ID, and when using the navigation dial, the server 40 uses the navigation dial identification data. It is given in association with the incoming call ID. The server 40 outputs the received call ID, the identification data of the IVR or the navigation dial, and the operator ID to the terminal 61 (S5), and causes the terminal 61 to acquire them (P5). At the same time, the server 40 stores the business day, incoming call ID, communication type (IVR or navigation dial identification data), and operator ID in the corresponding columns of the incoming call database 200.

  On the other hand, when the operator turns on the login button B1 of the telephone 71 (S6), a login on signal is output from the telephone 71 to the server 40 via the PBX device 20 (P6, P7). The server 40 acquires the call start time from a timer (not shown) by this login on signal, and stores the call start time in the corresponding column of the incoming call database 200 (S7). Further, the server 40 records the end time in the “standby” end time column in the operator's work history database 260 of the telephone 71, and newly records “response” in the next column after “standby”. The numbered incoming call ID is recorded in the incoming call ID column, and the start time is recorded in the “response” start time column.

  The operator confirms which merchandise the customer's inquiry is for in the call with the customer, inputs the merchandise name from the terminal 61, and transmits it to the server 40 (S8, P8 in FIG. 11). reference). The server 40 searches the product information database 230 based on the product name and sends the product code to the terminal 61 (see P9 in FIG. 11). The terminal 61 inputs the product code and stores it in the work storage area of the database storage device 50 (see S9 in FIG. 11). Further, the server 40 stores the product code in the corresponding column of the incoming call database 200.

  When the operator turns on the hold button B2 (S10), a hold-on signal is output to the server 40 via the PBX device 20 (see P10 and P11). In response to the hold-on signal, the server 40 acquires the current time from a timer (not shown) and writes the time as “end time” in the “response” end column of the work history database 260 shown in FIG. In addition, the server 40 newly writes “hold” in the column next to the “response” of the event, the incoming call ID in the incoming call ID column, and the time in the “hold” start time column. (S11).

  Next, when the operator turns off the hold button B2 (S12), a hold-off signal is output to the server 40 via the PBX device 20 (see P12 and P13). In response to the hold-off signal, the server 40 obtains the current time from a timer (not shown) and writes the time as “end time” in the “hold” end column of the event of the work history database 260 shown in FIG. To do. Further, the server 40 writes a new “response” in the field next to the “hold” of the event, the incoming call ID in the incoming call ID column, and the time in the start time column of the newly written “response”. Is recorded as the start time (S13). In addition, the server 40 increments the number of times of hold in the hold number field of the incoming call database 200, and in the first hold time field, the start time and end time corresponding to the event "hold" of the work history database 260 And the calculation result is written as the first hold time.

  In FIG. 11, although not shown, each time the hold button is turned on / off, the event is similarly recorded in the work history database 260 and the incoming call database 200 is the second time. For the third time, the Nth hold time is calculated and recorded, and the hold count is incremented each time.

  The operator transmits the “inquiry content” and “response content” of the customer to the server 40 via the terminal 61 (see S14 and P14 in FIG. 11). Then, the server 40 stores the “inquiry content” and “correspondence content” in the corresponding column of the incoming call database 200 in the product correspondence record database 235 corresponding to the product code obtained by the call with the customer this time. The incoming call ID, “inquiry content”, and “corresponding content” are stored in association with each other.

  Further, the operator operates the terminal 61 to input a keyword related to the inquiry content (for example, “no color”) and a keyword related to the corresponding content (for example “head cleaning”) together with the incoming call ID, The server 40 is caused to search for a defect phenomenon as defect information. Based on the input keyword, the server 40 searches the keyword search database 270 of the database storage device 50 for a corresponding failure phenomenon, and stores the search result in the failure phenomenon entry field of the product correspondence record database 235. Write.

  Thereafter, when the operator turns off the login button B1 (S15), a login off signal is output from the telephone 71 to the server 40 via the PBX device 20 (P16, P17). The server 40 acquires the call end time from a timer (not shown) by this login off signal, and stores the call end time in the corresponding column of the incoming call database 200 and the “response” end time column of the work history database 260 ( S16).

  Thereafter, when there is a “data update request” (P17) from the management computer 100, the server 40 creates various databases (incoming call database 200, work history database 260, product correspondence record database 235) regarding the current customer. Is transmitted to the management computer 100 (S17, P18). The management computer 100 updates various databases (incoming call database 111, work history database 115, and product correspondence record database 116) related to the corresponding call center system C1 based on the various databases that have been input.

Next, creation and update of data in various databases when a call is made from an operator will be described.
FIG. 12 is a flowchart of an example when a call is made from an operator to a customer. In the following description, for convenience of explanation, it is assumed that the operator of the call center system C1 makes a call to the customer, the terminal of the operator who responds to the customer is the terminal having the reference numeral 61, and the telephone is the telephone having the reference numeral 71. And

  When the operator goes off-hook and the operator inputs the customer's telephone number (S21, P21), the PBX device 20 makes a call based on the telephone number and transmits that fact to the server 40 (P22).

  The server 40 outputs to the operator terminal 61 that a call has been made (P23). In response to the call, the terminal 61 displays a customer response screen on a display device (not shown) included in the terminal 61. The operator's terminal 61 starts accessing the server 40 (P24).

  On the other hand, the server 40 numbers the call ID that has been called this time (S23) and reads the operator ID of the operator from the operator database 220. The server 40 outputs the numbered call ID and operator ID to the terminal 61 (S24), and causes the terminal 61 to acquire them (P25).

At the same time, the server 40 stores the business day, the call ID, and the operator ID in the corresponding columns of the call database 210.
On the other hand, when the operator turns on the login button B1 of the telephone 71 (S25), a login on signal is output from the telephone 71 to the server 40 via the PBX device 20 (P26, P27). The server 40 acquires the call start time from a timer (not shown) by this login on signal, and stores the call start time in the corresponding column of the call database 210 (S26).

  Thereafter, similar to the creation of the incoming call database 200, various data of the outgoing call database 210 are created. When the login button B <b> 1 is turned off, the server 40 transmits the created various databases (calling database 210, work history database 260, product correspondence record database 235) to the management computer 100 regarding the customer who is called by the operator. To do. The management computer 100 updates various databases (calling database 112, work history database 115, merchandise correspondence record database 116) related to the corresponding call center system C1 based on the various databases input.

Next, the operation of the management computer 100 will be described.
The management computer 100 can set various display modes based on the operation of the administrator with respect to the input operation device 140.

(Occupancy rate transition table presentation mode)
A case will be described in which the occupancy rate transition table presentation mode is set by the operation of the input operation device 140 in order for the administrator to see the change in the occupancy rate for a specific failure phenomenon (hereinafter referred to as a specific failure phenomenon).

  In this mode, the input operation device 140 inputs a specific malfunction phenomenon and a presentation period. With this input, the management computer 100 creates a table and presents (displays) it on the display device 130 according to the flowchart shown in FIG.

  First, in S100, the management computer 100 calculates the total number of incoming calls Tpm for each business day m within the presentation period for each product code p from the incoming call database 111. Subsequently, in S110, the management computer 100, from the incoming call database 111, combines the incoming call ID on the business day within the presentation period and the product code p associated with the incoming call ID (incoming call ID, product code p). ) Is stored in a working memory (not shown).

  Subsequently, in S120, the management computer 100 searches the product correspondence record database 116 for a match with the combination (incoming call ID, product code p) and a specific failure phenomenon, and specifies the total number of cases. It is calculated as the number of defect information Fpn.

  Subsequently, in S130, the management computer 100 calculates the occupation rate Opm = Fpn / Tpm of the specific malfunction phenomenon with respect to the total number of incoming calls Tpm on each business day m within the presentation period in each product code p.

  In S140, the management computer 100 determines the period average value Ra (period average occupation ratio) of the occupation ratio Opm, the average value Rb between models, and the model type for each product code p (that is, product model) within the presentation period. The deviation value E is calculated as follows.

In the present embodiment, the period average value Ra (period average occupancy) is
Period average Ra = A / B
Calculate with A is the total of the occupation period Opm of the presentation period in each product code p. B is the total number of aggregation unit periods for which defect information is obtained.

  Further, the management computer 100 sums up the period average value Ra (period average occupation ratio) of the occupation rate Opm of each product code p, and divides the total value by the number of product codes p that have appeared in a specific malfunction phenomenon. An average value Rb is calculated.

Then, the management computer 100 calculates the model-specific deviation value E using the following formula.
Model-specific deviation value E = (Ra−Rb) ÷ standard deviation σ × 10 + 50
In addition,
Standard deviation σ = [{(Ra−Rb) squared × total number of product types}) ÷ positive square root of the number of product types.

  Next, in S150, the management computer 100 presents the calculation result (occupancy rate Opm) in a time series on the display device 130, as well as the period average value Ra, the average value Rb between models, and the model-specific deviation. The product name is presented based on the product information database 114 instead of the value E and the product code.

  FIG. 15A is a table of the occupation ratio Opm, the period average value Ra for each product model, the average value Rb between models, and the model-specific deviation value E. In the table of FIG. 15A, the leftmost cell is arranged in the vertical direction in the product model order. Further, in the table of FIG. 15A, the date is written from the uppermost side left to the right.

  Specifically, in FIG. 15A, the management computer 100 displays, on the display device 130, the occupancy ratio for each total unit period (in this example, one day) in time series for each product model. An example is shown. That is, in this example, the product (product) is a printer, the specific malfunction phenomenon is “clogged”, and the presentation period is from February 1 (shown as 0201) to October 31 (shown as 1031). This is an example.

  “PM-010” to “PM-080” shown in FIG. 15A each represent a product model and are arranged vertically in the order of the model number. And the table shows the occupancy ratio Opm of the number of specific defect information of the product model with respect to the total number of inquiries within the total unit period when each product model is a specific product model in a time series toward the right. Has been placed. Further, the table of FIG. 15A further shows the period average value Ra of the occupation ratio of each product model in the presentation period. Further, the model-specific deviation value E is shown adjacent to the period average value Ra. Note that, in FIG. 15A, the column where the occupation rate Opm is not described and the cell in the table is blank H indicates that the model is not released on the date corresponding to the cell. . In FIG. 15A, the cell at the bottom of the table is an arithmetic average value for one day including the number of models released. That is, in the lowermost cell, when a cell in the table has a blank H, the cell has not been released, and the cell is excluded from the calculation.

  For convenience of explanation, in FIG. 15 (a), colors cannot be added. In FIG. 15 (b), instead of color display, a pattern such as hatching is attached to the cells in the table. It should be understood that the colors in FIG. 15B (for convenience of explanation, hatching etc.) overlap with the table in FIG.

  That is, when the management computer 100 presents the occupation rate Opm and the model-specific deviation value E, the management computer 100 refers to the occupation rate color coding table 117A in FIG. 10A and the deviation value color coding table 117B in FIG. Each cell in the table is color-coded and presented. FIG. 15B shows an example in which the table of FIG. 15A is color-coded by the occupation rate color-coding table 117A (see FIG. 10A) and the deviation value color-coding table 117B (see FIG. 10B). .

  In addition, the color becomes a warm color system color such as red as the occupation ratio is large, the color is changed to a cold color system as the occupation ratio is small, or the color is changed for each model, the brightness increases as the occupation ratio increases, The saturation may be changed with gradation.

The characteristics of the product improvement system configured as described above will be described below.
(1) In the product improvement system of the present embodiment, the database storage device 110 (recording means) has a product code p (product model information) indicating the product model of the inquiry and a malfunction phenomenon of the product model regarding the inquiry from the user. (Defect information), business days, and call start time (inquiry date) are recorded in association with each other.

  Further, the management computer 100 (occupancy rate calculating means) is a product code in which the database storage device 110 records the occupancy rate of the specific defect information number Fpn of the product model with respect to the total number of inquiries for the specific product model per day. p, calculated based on the malfunction phenomenon of the product model, business day and call start time. The display device 130 (presentation means) presents the change in the occupation rate based on the business day and the call start time. As a result, the occupancy ratio of the number of specific defect information in the total number of inquiries for a specific product model is calculated, and a specific defect for which this transition is presented can be found early.

  (2) Further, according to the product improvement system, the display device 130 presents the change in the occupation ratio for each product model based on the business day and the call start time. As a result, the transition of the occupation ratio for each product model can be understood, and the product models can be compared with each other.

  (3) Also, according to this product improvement system, the database storage device 50 serves as a defect information storage means for the user's “inquiry content”, “correspondence content” corresponding to the “inquiry content”, and the “response”. The keyword search database 270 associated with the malfunction phenomenon of the product model related to “content” is stored. In addition, the server 40 searches the keyword search database 270 based on the user's “inquiry content” and the “corresponding content” corresponding to the “inquiry content” as a selection means, and detects a malfunction phenomenon of the product model. It was made to select. As a result, in this embodiment, defect information can be easily selected.

  (4) In the product improvement system, the display device 130 displays the occupation ratio Opm in different colors according to the size. As a result, when the color appearance is presented according to the size of the occupancy Opm, especially when the appearance of colors increases when the occupancy Opm is large, a specific defect is detected early by that. be able to.

  (5) Also, the management computer 100 of the product improvement system of this embodiment, as a period average value calculation means, for one day (total unit period) when the defect phenomenon is obtained for each defect phenomenon (defect information) of the product model. The period average value Ra for each product model is calculated using the total number. Then, the management computer 100 calculates the model-specific deviation value E of the period average value Ra between product models as model-specific deviation value calculation means. In addition, the display device 130 presents the model-specific deviation value E in different colors according to the size. As a result, by comparing each product model with the model-specific deviation value E of the period average value Ra of the occupation ratio, it becomes possible to compare and evaluate the performance of each product model.

  (6) In the present embodiment, in the product improvement system, the color presentation threshold setting means for setting the color presentation threshold for displaying the input operation device 140 by color according to the size of the occupation ratio is used. As a result, the display device 130 performs color coding based on the color presentation threshold when color coding is performed according to the size of the occupation ratio. Thereby, the display width of the color represented according to the occupation rate can be changed by changing the color presentation threshold.

  (7) Also, in the product improvement method of the present embodiment, regarding the inquiry from the user, the product code p (product model information) indicating the inquired product model, the malfunction phenomenon (defect information) of the product model, and the business day The call start time (inquiry date and time) is recorded in association with each other. Next, with respect to the total number of inquiries for a specific product model for one day, the product code p recorded in the database storage device 110 is the occupancy rate of the specific defect information number Fpn of the product model, the defect phenomenon of the product model, the business day, Calculated based on the call start time. And the transition of the said occupation rate is shown based on a business day and call start time. By this method, the occupancy ratio of the number of specific defect information in the total number of inquiries for a specific product model is calculated, and a specific defect for which this transition is presented can be found early.

In addition, this invention is not limited to the said embodiment, You may change as follows.
In the above-described embodiment, color-coded presentation is performed according to the size of the occupation rate Opm. However, in the product improvement system, the management computer 100 uses the occupation rate Opm calculated in the above-described embodiment as a seasonal average occupation rate calculation unit. Based on the above, the average occupancy ratio for each season may be calculated. That is, when the presentation period crosses the season, the management computer 100 calculates the occupancy rate Opm of the total unit period (1 day) for each product model, and then calculates the seasonal average occupancy rate. This seasonal average occupancy is an arithmetic average. The seasons are spring (March to May), summer (June to August), autumn (September to November), and winter (December to February). Then, as shown in FIG. 10C, for example, the management computer 100 refers to the table seasonal color classification table 117C stored in the database storage device 110 and presents the seasonal average occupation rate in a table. (See FIG. 15 (d)).

  In FIG. 15D, the colors are arranged in the order of spring, summer, autumn, and winter from the top, and the color of the figure (for convenience of explanation, hatching, etc.) follows the rules of the seasonal color table 117C of FIG. 10C. Presented by reference.

In this embodiment, when the performance of a model changes depending on the season, the model occupancy associated with the season can be found by presenting the average occupation ratio for each season.
In the embodiment, in FIG. 15A, the display device 130 is presented in order of model number when presenting the transition of the occupation ratio for each product model.

  By changing the method of presentation, the display device 130 may present the product models in order of release when presenting the transition of the occupation ratio for each product model. For example, in the example of FIG. 15A, when product models are arranged from the top in order of release, PM-010, PM-020, PM-050, PM-060 (these were released on the same day), PM-040, PM-070 (released on the same day as PM-040), PM-030, and PM-080 are arranged in this order.

  In this way, when presenting the transition of the occupancy rate for each product model, the product models are presented in order of release, so the occupancy ratio transition since the release for each product model can be seen, and the early stage of a specific defect You can make a discovery.

  In the above embodiment, in FIG. 15A, when the change in the occupation ratio is presented for each product model, a cell with a blank H in the table indicates that the product is not released. By changing the way of presentation, the display device 130 presents the occupation rate according to the number of days elapsed since the product model was released when presenting the change in the occupation rate Opm for each product model. Also good. That is, in the example of FIG. 15A, an elapsed days column is provided in place of the date column, and the space H is eliminated, and the occupation rate Opm is set in the cell according to the elapsed days of release for each product model. Present. Note that color-coded presentation is performed in the same manner as in the above embodiment.

In this way, since the occupation rate is presented for each product model in accordance with the number of days that have elapsed since the product model was released, it is possible to detect defects early in terms of the number of days elapsed.
In the product improvement system, the input operation device 140 may be a total unit period setting input unit that sets and inputs a total unit period.

  In addition, the management computer 100 records in the database storage device 110 the occupancy rate of the specific defect information number of the product model with respect to the total number of inquiries about the specific product model within the set and inputted total unit period. It is calculated based on the information, the defect information of the product model, and the inquiry date. That is, in the embodiment, one day is set as the total unit period, but the total unit period can be set arbitrarily.

  In this way, the occupation ratio of the number of pieces of defect information for each product model with respect to the total number of inquiries from the user within the total unit period set and input by the input operation device 140 is calculated. As a result, the aggregation unit period can be changed and set to an arbitrary period. For example, the occupation rate is displayed every week, every month, or every three months, or every day, every week, every month, Presentations can be made on a seasonal, multi-month, semi-annual, or annual basis.

  In the product improvement system, the input operation device 140 may be a presentation period setting input unit that sets and inputs a presentation period. Then, the display device 130 presents the occupancy rate over the presentation period for which the setting has been input.

  In this way, the occupation ratio is calculated over the presentation period set and input by the input operation device 140. As a result, the presentation period can be changed and set to an arbitrary period. For example, it is possible to present the occupation ratio for one month, three months, half a year, or one year.

  In the product improvement system, the product models are not presented in order of model-specific deviation value E, but the display device 130 may present the product models in order of model-specific deviation value E. In the example of FIG. 15A, when product types are arranged in descending order of model-specific deviation value E, PM-040, PM-020, PM-010, PM-030, PM-060, PM- 050, PM-080, and PM-070. Note that the product models may be arranged from the top in ascending order of the model-specific deviation value E.

In this way, since the product models are presented side by side in the order of model-specific deviation value E, it is possible to easily determine which defect level of which product model is high.
In addition, in the product improvement system, the management computer 100 controls the display device 130 to plot the deviation value for each product model in a distribution graph with different failure phenomena (failure information) on the vertical and horizontal axes. May be. In this case, the management computer 100 calculates the model-specific deviation values E1 and E2 of the two presentation periods for a predetermined presentation period, for example, a presentation period over several months, according to the graph creation program 122. FIG. 16 is a dispersion graph of an example in which the vertical axis indicates “color loss” failure phenomenon and the horizontal axis indicates “paper jam” failure phenomenon. The display device 130 presents a dispersion graph in which the machine type deviation values E1 and E2 of the malfunction phenomena of the product models A, B, and C calculated by the management computer 100 are plotted.

In the example of FIG. 16, the product model A is good and the product model B is not jammed, and the product model C shows that the evaluation of both color loss and paper jam is bad.
As described above, in the present embodiment, the product model can be evaluated in a multifaceted manner based on two pieces of defect information.

○ In addition, the product improvement system may have the following functions.
That is, the database storage device 110 further stores a product (product model) structure database 117D shown in FIG. Here, the database storage device 110 corresponds to a model structure database storage unit. In the structure database 117D, for each product code, a specific part name (part information b) and a mechanism name (mechanism information c) of the product model are associated with a specific defect phenomenon a that is likely to occur due to the specific part or mechanism. Yes.

  In the present embodiment, presentation of the occupation rate transition table can be set by the input operation device 140 in the model structure display mode. In this mode, processing is performed in the same manner as S100 to S150 according to the table creation program 123, but partly different in S150.

  That is, in the embodiment, in S150, the management computer 100 presents the calculation result (occupancy rate Opm) in a time series in the form of a table on the display device 130, and the period average value Ra and the average value Rb between models. The product name is presented based on the product information database 114 instead of the model-specific deviation value E and the product code.

  On the other hand, in the present embodiment, based on the structure database 117D, the part information b or the mechanism information c in which the product code and the failure phenomenon (failure information) match is searched. Then, the management computer 100 presents the occupation ratio Opm as a table in a time series using the display device 130, and also displays the period average value Ra, the average value Rb between parts or structures, the model-specific deviation value E, and the product name. Instead, the component information b or the mechanism information c is presented. In this way, the management computer 100 according to the present embodiment, as an occupancy ratio calculation unit, determines the number of defect information items of the various parts or various mechanisms with respect to the total number of inquiries for a specific product model within the total unit period. The occupation rate will be calculated.

In addition, the display device 130 presents the transition of the occupation ratio of any one of various parts or various mechanisms based on the inquiry date and time.
As a result, when there is a common part in the product model or a common mechanism, it is possible to recognize the transition of the occupancy rate of defects with respect to the total number of inquiries from the user for the part or mechanism at an early stage. It will be possible to detect defects related to a specific mechanism at an early stage.

Note that the component information or the structure information in the structure database 117D may be either one of the information.
In the above-described embodiment, the ACD and IVR functions are described as functions in the server 40, but the PBX device 20 may be configured to have functions therein. In this system configuration, the PBX device 20 and the server 40 are different configurations, but a device configuration in which the PBX device 20 and the server 40 are integrated may be used.

In the embodiment, the presentation unit is configured by the display device 130, but may be configured by a printing device such as a printer.
In addition, when a presentation period extends over several months, you may calculate the average value of an occupation rate for every month for every model. Then, the calculated monthly occupation ratio may be presented in a color-coded manner by the display device 130 according to the size of the occupation ratio.

  FIG. 15C is an example of the color-coding table 117E for the monthly cell of the model. The color classification table 117E is stored in the database storage device 110. The management computer 100 refers to this color classification table 117E and presents this color classification. Even in this way, color-coded presentations can be made according to the size of the occupation ratio, and the transition of the occupation ratio over a plurality of months can be presented, so that a specific defect can be discovered early.

1 is a schematic configuration diagram of a call center system. 1 is a block diagram of a management computer 100. FIG. Explanatory drawing of the structure of the incoming call database 200. FIG. Explanatory drawing of the structure of the calling database 210. FIG. Explanatory drawing of the structure of the operator database 220. FIG. (A) is explanatory drawing of the structure of the merchandise information database 230, (b) is explanatory drawing of the structure of the merchandise corresponding record database 235. Explanatory drawing of the structure of the customer database 255. FIG. Explanatory drawing of the structure of the database 270 for keyword searches. Explanatory drawing of the structure of the work history database 260. FIG. (A) is an occupation color classification table, (b) is a threshold color classification table, and (c) is a seasonal color classification table. The flowchart of the process at the time of an incoming call. The flowchart of the process at the time of calling. The flowchart performed according to the table preparation program 123. FIG. Explanatory drawing which shows the relationship of each database. (A) Occupancy rate Opm, period average value Ra for each product model, average value Rb between models, table of model-specific deviation value E, (b) is an explanatory diagram when the table of (a) is divided by color (C) is the color-coding table of the monthly cell of a model, (d) is explanatory drawing of the example which displayed the occupation rate for every season. Explanatory drawing of a dispersion | distribution graph. Explanatory drawing of structure database 117D of goods (product model).

Explanation of symbols

  40 ... Server (selection means), 50 ... Database storage device (defect information storage means), 100 ... Management computer (occupancy rate calculation means, seasonal average occupancy rate calculation means, period average value calculation means, model-specific deviation value calculation means, Search means), 110 ... Database storage device (recording means, model structure database storage means), 130 ... Display device (presentation means), 140 ... Input operation device (aggregation unit period setting input means, presentation period setting input means, color presentation) Threshold setting means), C1-C3... Call center system.

Claims (15)

A product improvement system that helps to improve the product,
Regarding the inquiry from the user, the product model information indicating the inquiry product model, the defect information of the product model, and the recording means for recording the inquiry date and time in association with each other,
The product model information recorded by the recording means, the defect information of the product model, and the inquiry with respect to the total number of inquiries about the specific product model within the total unit period, the occupation rate of the number of specific defect information of the product model Occupancy rate calculation means for calculating based on the date and time;
A product improvement system comprising presentation means for presenting the transition of the occupation ratio based on the inquiry date and time.   The product improvement system according to claim 1, wherein the presenting unit presents the transition of the occupation ratio for each product model based on the inquiry date and time. A defect information storage means for storing a user's inquiry content, a correspondence content according to the inquiry content, and a database associated with the defect information related to the correspondence content;
A selection means for selecting defect information of the product;
The said selection means searches the said database based on a user's inquiry content and the corresponding content corresponding to this inquiry content, and selects defect information, The claim 1 or Claim 2 characterized by the above-mentioned. Product improvement system.   The product improvement system according to any one of claims 1 to 3, wherein the presenting means presents the occupation ratio by color according to the size. Based on the occupancy rate, it includes a seasonal average occupancy rate calculating means for calculating an average occupancy rate for each season,
5. The product improvement system according to claim 1, wherein the presenting unit presents the average occupancy ratio for each season in a color-coded manner for each season.   3. The product improvement system according to claim 2, wherein the presenting means arranges and presents the product models in order of release when presenting the transition of the occupation ratio for each product model.   The presenting means presents the occupation rate according to the number of days that have elapsed since the product model was released when presenting the transition of the occupation rate for each product model. Product improvement system. Aggregation unit period setting input means to set and input the aggregation unit period,
The occupancy ratio calculating means records the occupancy ratio of the specific defect information number of the product model with respect to the total number of inquiries about the specific product model within the set input unit period, by the recording means. The product improvement system according to claim 1, wherein the product improvement system is calculated based on information, defect information of the product model, and an inquiry date. A presentation period setting input means for setting and inputting a presentation period;
The product improvement system according to any one of claims 1 to 5, wherein the presenting unit presents the occupation ratio over the setting input period of presentation. A color presentation threshold setting means for setting a color presentation threshold for color-coded presentation according to the size of the occupation rate,
5. The product improvement system according to claim 4, wherein the presenting unit performs color classification according to the size of the occupation ratio based on the color presenting threshold value. For each defect information, a period average value calculating means for calculating a period average value for each product model using the total number of aggregation unit periods from which the defect information was obtained;
A model-specific deviation value calculating means for calculating a model-specific deviation value of the average value between the product models,
The product improvement system according to claim 2, wherein the presenting means presents the model-specific deviation value in different colors according to the size.   The product improvement system according to claim 11, wherein the presenting unit presents the product types in order of magnitude of the deviation value.   12. The product improvement system according to claim 11, wherein the presenting means plots the deviation value for each product model in a dispersion graph having the defect information on a vertical axis and a horizontal axis. Model structure database storage means for storing, for each product model, a structure database in which at least one of part information of various parts constituting the product model and mechanism information of various mechanisms is associated with the defect information;
With reference to the structure database, based on defect information of a specific product model, a search means for searching for at least one of part information of various parts constituting the product and mechanism information of various mechanisms,
The occupancy rate calculating means calculates the occupancy rate of at least one of the various parts and the defect information of various mechanisms with respect to the total number of inquiries about the specific product model within the total unit period,
The product improvement system according to claim 1, wherein the presenting unit presents the transition of the occupation ratio of at least one of the various components and various mechanisms based on the inquiry date and time. A product improvement method that helps to improve a given product,
Regarding the inquiry from the user, recording the product model information indicating the inquiry product model, the defect information of the product model, and the inquiry date and time in a recording means,
The product model information recorded by the recording means, the defect information of the product model, and the inquiry with respect to the total number of inquiries about the specific product model within the total unit period, the occupation rate of the number of specific defect information of the product model Calculating based on the date and time;
A product improvement method comprising the step of presenting the transition of the occupation ratio based on the inquiry date and time.

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