JP2016045840A - Information processor and information processing program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processor that uses a specification degree indicating the degree to which the causes of failures of an apparatus can be specified, a skill value indicating the skill of a customer engineer, and the level of difficulty indicating the degree of difficulty of fixing the failures, for selecting a customer engineer for the apparatus.SOLUTION: The information processor has selection means for selecting a customer engineer of an apparatus by applying a specification degree indicating the degree to which the causes of failures of the apparatus can be specified, a skill value indicating the skill of a customer engineer, and the level of difficulty indicating the degree of difficulty of fixing the failures to a predetermined rule, and output means for outputting information on the selected customer engineer.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an information processing apparatus and an information processing program.

  Patent Document 1 has an object to provide a maintenance management method and a maintenance management program for dispatching maintenance personnel who can quickly solve a customer's trouble for maintenance work of a failed device. The staff dispatch support server calculates the distance to the maintenance staff's work base based on the maintenance staff's position information and the location information of the work base where the image forming apparatus in which the failure has occurred, and the maintenance work aptitude function management unit The function in the maintenance work aptitude degree function table is a function that takes the years of maintenance experience, the years of maintenance experience of supported models, the number of maintenance correspondence evaluations for supported model target failures, and the average recovery time evaluation value of supported model target failures as variables. The maintenance work aptitude function value of the maintenance staff is calculated, and the maintenance work aptitude function value and the distance to the work site are introduced into a function having the maintenance work aptitude function value and the distance as variables. troubleshooting Calculating a sexual function values, based on the failure handling suitability function values for each maintenance staff, to determine the maintenance personnel indicating the maintenance is disclosed.

  In Patent Document 2, voice recognition and voice analysis of customer's voice at the time of failure notification is performed, and the problem is to quickly select an appropriate skill person based on the information of the analysis result. The server analyzes the voice, digitizes the complaint level of the user's psychological state, and converts the voice into the text from the voice, the user from the voice recognition unit, the complaint level, and the trouble content for each failure report. The failure reception processing unit that registers the information in the reception DB and the priority of the failure received by the failure reception processing unit are determined in descending order of the claim level, and it is targeted for the skillful person who possesses the complaint response skill of the ability that can handle the claim level It is disclosed that it has the structure provided with the skill person instruction | indication monitoring part selected automatically.

  In Patent Document 3, it is an object to effectively utilize information on anomaly signs in a maintenance visit plan. A plurality of types of status data for each copying machine are continuously collected and stored, and a predetermined determination timing is set. Each time, the presence / absence of an abnormality sign of each copying machine is determined based on the stored state data of plural types, the determination result is cumulatively stored in the determination result database, and two or more determinations are made. It is disclosed that the abnormality sign seriousness is calculated based on the result, and the calculated abnormality sign seriousness is notified.

  Patent Document 4 aims to provide a visit occurrence analysis device and a visit occurrence analysis program that can confirm whether or not the occurrence of a maintenance visit depends on the quantity and statistics of internal information. A visit record acquisition unit that acquires a visit record that represents the cause of a visit when the device is visited and maintained at the request of a user, and the internal state of the maintenance target device detected in the maintenance target device. Among the internal information, the cause information acquisition unit that acquires the internal information previously associated with the visit cause, the quantity represented by the internal information corresponding to the visit cause, and the statistical value of the internal information By comparing the shape of the visit number distribution in which at least one of the variable values is associated with the number of occurrences of visits due to the visit cause with the shape of the reference distribution prepared in advance, There it is disclosed that comprises a determining approximate determination unit whether or not the approximation, an output unit for outputting a judgment result by the approximate determination unit.

JP 2006-106861 A JP 2007-052212 A JP 2011-113229 A JP 2013-201609 A

  The present invention, when selecting the maintenance personnel of the equipment, the degree of identification indicating the degree of failure of the equipment can be specified, the skill value indicating the skill of the maintenance staff, and the difficulty indicating the difficulty of repairing the failure cause It is an object of the present invention to provide an information processing apparatus and an information processing program that use a degree.

The gist of the present invention for achieving the object lies in the inventions of the following items.
The invention according to claim 1 is a rule in which a specific degree indicating a degree that a failure factor of an equipment can be specified, a skill value indicating a skill of a maintenance worker, and a difficulty indicating the difficulty of repairing the failure factor are determined in advance. The information processing apparatus includes: selection means for selecting a maintenance person of the device by applying to the above; and output means for outputting information on the maintenance person selected by the selection means.

  According to a second aspect of the present invention, the predetermined rule is a case where the specific degree is greater than or equal to a predetermined first threshold value, and the difficulty level is a predetermined second threshold value. The information processing apparatus according to claim 1, wherein when the value is less than or less than, a maintenance person having the skill value of medium or low is selected.

  According to a third aspect of the present invention, the predetermined rule is that the specific degree is less than or less than a predetermined first threshold, or the specific degree is higher than the predetermined first threshold. If the degree of difficulty is greater than or equal to a predetermined second threshold value, maintenance personnel having the skill value high or medium are selected. An information processing apparatus according to claim 1.

  The invention according to claim 4 is characterized in that the selection means selects maintenance personnel of the device according to the contract of the device or the usage amount of the device. The information processing apparatus described.

  The invention of claim 5 further includes a calculation means for calculating the skill value based on an experience value determined by the maintenance person's experience period, educational history, and number of maintenance correspondences, a maintenance success rate, and maintenance maintenance time. The information processing apparatus according to claim 1, wherein the selection unit uses the skill value calculated by the calculation unit.

  The invention according to claim 6 predetermines a specific degree indicating a degree that a failure factor of an apparatus can be specified, a skill value indicating a skill of a maintenance worker, and a difficulty level indicating difficulty in repairing the failure factor. An information processing program for functioning as a selection means for selecting maintenance personnel of the equipment and an output means for outputting information on maintenance personnel selected by the selection means by applying to the determined rules.

  According to the information processing apparatus of claim 1, when selecting a maintenance person for a device, a specification level indicating a degree of specifying a failure factor of the device, a skill value indicating the skill of the maintenance worker, and the failure factor The difficulty level indicating the difficulty of repair can be used.

  According to the information processing device of claim 2, when the specific degree is greater than or greater than the predetermined first threshold and the difficulty level is less than or less than the predetermined second threshold. In addition, it is possible to select maintenance personnel whose skill value is medium or low.

  According to the information processing apparatus of claim 3, when the specific degree is less than or less than the predetermined first threshold, or the specific degree is greater than or greater than the predetermined first threshold. In this case, when the difficulty level is greater than or greater than a predetermined second threshold value, a maintenance worker with a high or medium skill value can be selected.

  According to the information processing apparatus of the fourth aspect, it is possible to select maintenance personnel for the device according to the contract of the device or the usage amount of the device.

  According to the information processing apparatus of the fifth aspect, the skill value can be calculated based on the experience value determined by the maintenance person's experience period, educational history, and the number of maintenance correspondences, the maintenance success rate, and the maintenance correspondence time. .

  According to the information processing program of claim 6, in selecting a maintenance person for a device, a specification level indicating a degree of specifying the failure factor of the device, a skill value indicating the skill of the maintenance worker, and the failure factor The difficulty level indicating the difficulty of repair can be used.

It is a conceptual module block diagram about the structural example of this Embodiment. It is explanatory drawing which shows the system configuration example in the case of applying this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is a flowchart which shows the process example by this Embodiment. It is explanatory drawing which shows the example of a data structure of an education history table. It is explanatory drawing which shows the example of a data structure of a maintenance worker start table. It is explanatory drawing which shows the example of a data structure of a maintenance corresponding | compatible log | history table. It is explanatory drawing which shows the example of a data structure of a maintenance worker skill value table. It is explanatory drawing which shows the example of a data structure of a repair difficulty level table. It is explanatory drawing which shows the example of a data structure of a customer information table. It is explanatory drawing which shows the process example by this Embodiment. It is explanatory drawing which shows the process example by this Embodiment. It is a block diagram which shows the hardware structural example of the computer which implement | achieves this Embodiment.

Hereinafter, an example of a preferred embodiment for realizing the present invention will be described with reference to the drawings.
FIG. 1 shows a conceptual module configuration diagram of a configuration example of the present embodiment.
The module generally refers to components such as software (computer program) and hardware that can be logically separated. Therefore, the module in the present embodiment indicates not only a module in a computer program but also a module in a hardware configuration. Therefore, the present embodiment is a computer program for causing these modules to function (a program for causing a computer to execute each procedure, a program for causing a computer to function as each means, and a function for each computer. This also serves as an explanation of the program and system and method for realizing the above. However, for the sake of explanation, the words “store”, “store”, and equivalents thereof are used. However, when the embodiment is a computer program, these words are stored in a storage device or stored in memory. It is the control to be stored in the device. Modules may correspond to functions one-to-one, but in mounting, one module may be configured by one program, or a plurality of modules may be configured by one program, and conversely, one module May be composed of a plurality of programs. The plurality of modules may be executed by one computer, or one module may be executed by a plurality of computers in a distributed or parallel environment. Note that one module may include other modules. Hereinafter, “connection” is used not only for physical connection but also for logical connection (data exchange, instruction, reference relationship between data, etc.). “Predetermined” means that the process is determined before the target process, and not only before the process according to this embodiment starts but also after the process according to this embodiment starts. In addition, if it is before the target processing, it is used in accordance with the situation / state at that time or with the intention to be decided according to the situation / state up to that point. When there are a plurality of “predetermined values”, they may be different values, or two or more values (of course, including all values) may be the same. In addition, the description having the meaning of “do B when it is A” is used in the meaning of “determine whether or not it is A and do B when it is judged as A”. However, the case where it is not necessary to determine whether or not A is excluded.
In addition, the system or device is configured by connecting a plurality of computers, hardware, devices, and the like by communication means such as a network (including one-to-one correspondence communication connection), etc., and one computer, hardware, device. The case where it implement | achieves by etc. is also included. “Apparatus” and “system” are used as synonymous terms. Of course, the “system” does not include a social “mechanism” (social system) that is an artificial arrangement.
In addition, when performing a plurality of processes in each module or in each module, the target information is read from the storage device for each process, and the processing result is written to the storage device after performing the processing. is there. Therefore, description of reading from the storage device before processing and writing to the storage device after processing may be omitted. Here, the storage device may include a hard disk, a RAM (Random Access Memory), an external storage medium, a storage device via a communication line, a register in a CPU (Central Processing Unit), and the like.

The information processing apparatus 100 according to the present embodiment selects maintenance personnel for equipment (hereinafter also referred to as devices). As shown in the example of FIG. 1, a maintenance personnel determination support module 105, maintenance personnel skills, and the like. The maintenance module determination support module 105 includes a failure-related information reception module 110, a maintenance staff selection module 130, and an output module 140.
Equipment that is subject to maintenance (also called maintenance) when a failure occurs or when there is a sign of failure, such as a copier, fax machine, scanner, printer, multifunction device ( Image processing apparatus having any two or more functions of a scanner, a printer, a copier, a fax machine, etc.), an information appliance, a personal computer, and the like.
In general, there are two ways of maintenance: visiting a customer regularly to perform maintenance of the equipment (including maintenance), and performing maintenance of the device irregularly. The present embodiment relates to maintenance performed irregularly, and is used when a maintenance staff is dispatched to a device when the device has a failure or a sign of failure.

The failure related information reception module 110 is connected to the maintenance personnel selection module 130. The failure-related information receiving module 110 receives at least a specific degree indicating a degree that a failure factor of the device can be specified when a failure occurs in the device or when there is a sign of failure. For example, device identification information for uniquely identifying a device in the present embodiment, date and time (year, month, day, hour, minute, second, second or less, or a combination thereof) when a failure or the like occurs ), Information such as the installation location of the device may be received. This information is accepted when the maintenance staff is dispatched to the equipment.
The maintenance staff skill calculation module 120 is connected to the maintenance staff selection module 130. The maintenance worker skill calculation module 120 calculates the skill value of each maintenance worker based on the experience value, the maintenance success rate, and the maintenance response time determined by the maintenance staff's experience period, educational history, and number of maintenance responses. Here, there are three experience values of maintenance personnel: a maintenance experience period, a maintenance history, and the number of maintenance responses. The skill values of the maintenance staff are the maintenance staff experience value, the maintenance success rate, and the maintenance response time. The response time is a statistical value of time required for a plurality of responses (for example, an average value, a median value, a mode value, etc.). Of course, if there is only one response, this is the time required for that response.

The maintenance staff selection module 130 is connected to the failure related information reception module 110, the maintenance staff skill calculation module 120, and the output module 140. The maintenance staff selection module 130 is a rule in which a specific degree indicating a degree of failure of a device can be specified, a skill value indicating a skill of the maintenance staff, and a difficulty indicating the difficulty of repairing the failure cause. The maintenance staff of the equipment is selected by applying to the above. One or more maintenance personnel may be selected. If there are a plurality of persons, they may be output as candidates for maintenance personnel, and finally the maintenance personnel to be dispatched may be selected by an administrator or the like. Note that the skill value calculated by the maintenance worker skill calculation module 120 may be used as the skill value.
Here, the “predetermined rule” is “when the specific degree is greater than or greater than a predetermined first threshold value, and the difficulty level is less than or less than a predetermined second threshold value. It is also possible to select “maintenance personnel whose skill value is medium or low at a certain time”.
Further, the “predetermined rule” is “when the specific degree is less than or less than the predetermined first threshold” or “the specific degree is larger than the predetermined first threshold or Even when the difficulty level is greater than or equal to a predetermined second threshold value, the maintenance personnel whose skill value is high or medium is selected. Good.
Further, the maintenance personnel selection module 130 may select maintenance personnel for the device according to the contract of the device or the usage amount of the device.

  The output module 140 is connected to the maintenance personnel selection module 130. The output module 140 outputs information on the maintenance staff selected by the maintenance staff selection module 130. Here, “outputting information on maintenance personnel” means, for example, displaying on a display device such as a liquid crystal display, printing on a printing device such as a printer, storing in a storage medium such as a memory card, etc. It includes passing to an information processing device.

FIG. 2 is an explanatory diagram illustrating an example of a system configuration when the present embodiment is applied.
A device 280A, a device 280B, a device 280C, a device 280D, and a central management center 200 are connected to the communication line 290. The communication line 290 may be wireless, wired, or a combination thereof, for example, the Internet as a communication infrastructure. For example, the device 280A is installed in a company or the like, and transmits the status information 285 to the central management center 200. The state information 285 is information indicating a state in the device 280 (information indicating the current state of components and the like constituting the device 280 and may include a failure, a sign of failure, etc.) It is detected by 280 itself and transmitted every time or every predetermined period (so-called periodic).
The central management center 200 manages the devices 280 and the like in a centralized manner, and has a collation / determination module 210. The error history 215 from each device 280 is an opportunity for maintenance. History information 220 (specifically, for example, periodic maintenance, failure reports from customers, etc.), history of error information that has occurred in the past in each device 280, and what kind of maintenance has been performed for the error Status information 285 and the like, which is information to be shown, are managed. The verification / judgment module 210 receives the status information 285 from the device 280 and uses the error history 215 and the log information 220 to determine whether the device 280 is a failure or a sign of failure (maintenance is Whether it is necessary). The determination result is transferred to the information processing apparatus 100 as a determination result 225.
The maintenance staff skill calculation module 120 in the information processing apparatus 100 manages the maintenance staff education history 230, the maintenance support experience years 235, the maintenance support history 240, and the like, and uses them to calculate the maintenance staff skill value 245. . The maintenance staff decision support module 105 in the information processing apparatus 100 manages the repair difficulty level 250, customer information 255, etc., and the judgment result 225, repair difficulty level 250, customer information 255, maintenance staff skill value 245, etc. Is used to output the selected maintenance staff information 260. Further, the selected maintenance staff information 260 may include the customer information 255 portion of the target device.
The management terminal 270 is a terminal used by an administrator who has the authority to dispatch maintenance personnel. The management terminal 270 receives selected maintenance personnel information 260 from the information processing apparatus 100 and displays it on the display device. Then, maintenance personnel who perform maintenance of the device 280 are selected from the selected maintenance personnel information 260 and dispatched.
The information processing apparatus 100 is configured in a housing separate from the central management center 200, and may be connected via a communication line (including the communication line 290) or included in the central management center 200. It may be. The management terminal 270 is configured in a housing separate from the information processing apparatus 100, and may be connected via a communication line (including the communication line 290), or may be connected to the information processing apparatus 100 or the centralized management. It may be included in the center 200.

FIG. 3 is a flowchart showing an example of processing according to this embodiment.
In step S302, the central management center 200 acquires the status information 285 from the device.
In step S304, the collation / determination module 210 calculates a failure factor probability based on the state information 285. For example, the case where there are A, B, and C as possible causes of failure in the state information 285 will be described with reference to the example of FIG. For example, A, B, and C are the operation rates of components in the device. In this example, the collation / determination module 210 has a sign of failure in the device if any of the values of A, B, and C is equal to or greater than a predetermined threshold value X (for example, 50%). Judge. Furthermore, the collation / determination module 210 determines that the values of A, B, and C that are equal to or greater than the threshold value X are equal to or greater than a predetermined threshold value Y (a value that is equal to or greater than the threshold value X, for example, 75%). It is determined that this is a cause of a failure in the device. In the example of FIG. 4, information (A, B, C) in the status information 285A of the device 280A is shown on the left side, and information (A, B, C) in the status information 285B of the device 280B is shown on the right side. Yes. In this case, both device 280A and device 280B are determined to have a sign of failure. In the device 280A, the failure factor cannot be specified, but in the device 280B, the failure factor can be specified. The failure factor may be specified based not only on comparison with the threshold value Y but also on the difference from other factor values (which may be statistical values). For example, when the difference is greater than or equal to a predetermined value, one factor (the factor with the larger value) may be specified as the failure factor.
In this example, the values of A, B, and C indicate the case of the failure factor probability (specificity indicating the degree to which the failure factor can be specified) as it is. Of course, the failure factor probability may be calculated from the values of A, B, and C using another calculation formula.
In step S306, the failure related information receiving module 110 receives the failure factor probability calculated in step S304.

In step S308, the maintenance worker skill calculation module 120 calculates the skill value of each maintenance worker. Step S308 may be performed in advance (before step S302). Further, a skill value corresponding to the model of the target device may be calculated. The processing content of this step S308 will be described later using the flowchart shown in the example of FIG.
In step S310, the maintenance engineer selection module 130 determines the degree of failure factor identification based on the failure factor probability received in step S306. If it is high, the process proceeds to step S312; otherwise, the process proceeds to step S316. In this case, the specificity of the failure factor is described as the failure factor probability.

In step S312, the maintenance staff selection module 130 determines the difficulty level of the failure factor using the repair difficulty level 250. If it is high, the process proceeds to step S316, and if not high, the process proceeds to step S314. The difficulty level of the failure factor may be determined in advance for each failure factor. For example, there is a repair difficulty level table 1200 as the repair difficulty level 250. FIG. 12 is an explanatory diagram showing an example of the data structure of the repair difficulty level table 1200. The repair difficulty level table 1200 has a failure factor column 1210 and a repair difficulty column 1220. The failure factor column 1210 stores a failure factor. The repair difficulty column 1220 stores the repair difficulty level of the failure factor.
In step S314, the maintenance staff selection module 130 performs selection processing A. The processing content of step S314 will be described later using the flowchart shown in the example of FIG.
In step S316, the maintenance personnel selection module 130 performs selection processing B. The processing content of step S316 will be described later using the flowchart shown in the example of FIG.

  In step S318, the output module 140 outputs selected maintenance staff information 260 that is a selection result. For example, the maintenance staff skill value table 1100 is output as the selected maintenance staff information 260. FIG. 11 is an explanatory diagram showing an example of the data structure of the maintenance worker skill value table 1100. The maintenance worker skill value table 1100 has an employee number column 1110, a name column 1120, a skill column 1130, and an e-mail address column 1140. The employee number column 1110 stores employee numbers. The name column 1120 stores the name of the maintenance staff of the employee number. The skill column 1130 stores the skill value of the maintenance staff. The mail address column 1140 stores the mail address of the maintenance staff.

In step S320, the management terminal 270 performs dispatch according to the operation of the administrator. In addition, when the process of step S314 is performed, it becomes either step S322 or step S324, and when the process of step S316 is performed, it becomes either step S324 or step S326.
In step S322, a maintenance staff of grade “low” is dispatched.
In step S324, a “medium” grade maintenance staff is dispatched.
In step S326, a “high” grade maintenance staff is dispatched.

FIG. 5 is a flowchart showing a processing example (processing example of step S308) according to the present embodiment. As described above, the skill value may be calculated for each device model.
In step S <b> 502, the response history of the target maintenance staff is extracted from the maintenance response history 240. As the maintenance correspondence history 240, for example, there is a maintenance correspondence history table 1000. FIG. 10 is an explanatory diagram showing an example of the data structure of the maintenance support history table 1000. The maintenance handling history table 1000 has an employee number column 1010, a handling date / time column 1020, a handling success / non-success column 1030, and a handling time column 1040. The employee number column 1010 stores information (for example, an employee number or the like, hereinafter referred to as an employee number) that uniquely identifies a maintenance person in the present embodiment. The corresponding date / time column 1020 stores the corresponding date / time for maintenance by the maintenance staff of the employee number. The response success / non-success column 1030 stores information indicating the response success / non-success of the maintenance. The response time column 1040 stores the response time in the maintenance.

  In step S504, the number of years of maintenance experience of the target maintenance staff is extracted from the number of years of maintenance experience 235. For example, there is a maintenance staff start table 900 as the maintenance experience years 235. FIG. 9 is an explanatory diagram showing an example of the data structure of the maintenance staff start table 900. The maintenance worker start table 900 has an employee number column 910 and a maintenance worker start date column 920. The employee number column 910 stores employee numbers. The maintenance worker start date column 920 stores the start date of maintenance for the maintenance staff of the employee number.

  In step S <b> 506, the training history of the target maintenance staff is extracted from the maintenance staff training history 230. As the maintenance staff education history 230, for example, there is an education history table 800. FIG. 8 is an explanatory diagram showing an example of the data structure of the education history table 800. The education history table 800 has an employee number column 810, a learning date column 820, and a learning subject column 830. The employee number column 810 stores employee numbers. The attendance date column 820 stores the date on which the maintenance staff of the employee number attended. The attended course column 830 stores courses taken by the maintenance personnel with the employee number.

In step S508, using the correspondence history extracted in step S502, the number of correspondences of the target maintenance staff is calculated. The number of times of correspondence may be counted as the number of times maintenance is performed by the maintenance personnel who are the targets in the maintenance correspondence history table 1000.
In step S510, the experience value of the target maintenance staff is calculated. For example, it is calculated by substituting the number of years of correspondence experience, education history (for example, the number of times of education), and the number of times of correspondence into a predetermined calculation formula. For example, these values may be added, or may be added after multiplying a predetermined weight.

In step S512, the maintenance success rate of the target maintenance staff is calculated using the correspondence history extracted in step S502. For example, the statistical value of the value in the response success / non-success column 1030 of the maintenance response history table 1000 may be calculated. Note that the success of maintenance may be determined to be successful if the same alert is not issued within a predetermined period (eg, 7 days) after the maintenance work.
In step S514, the maintenance average response time of the target maintenance staff is extracted. For example, the statistical value of the value in the response time column 1040 of the maintenance response history table 1000 may be calculated.
In step S516, the skill value of the target maintenance worker is calculated. For example, the higher the experience value calculated in step S510, the higher the skill value, the higher the maintenance success rate calculated in step S512, the higher the skill value, and the shorter the maintenance average response time calculated in step S514, Calculation is performed by substituting into a predetermined calculation formula that increases the skill value. For example, the reciprocal of the experience value, the maintenance success rate, and the maintenance average response time may be added, or they may be added after being multiplied by a predetermined weight.

FIG. 6 is a flowchart showing a processing example (processing example of step S314) according to the present embodiment.
In step S602, the contract fee of the target device is extracted from the customer information 255. As the customer information 255, for example, there is a customer information table 1300. FIG. 13 is an explanatory diagram showing an example of the data structure of the customer information table 1300. The customer information table 1300 includes a customer number column 1310, a device model column 1320, a contract fee column 1330, a monthly usage column 1340, an address column 1350, a person in charge column 1360, and a telephone number column 1370. The customer number column 1310 stores a customer number for uniquely identifying a customer (a person who contracts a device (including a corporation)) in the present embodiment. The device model column 1320 stores the model of the device with which the customer has a contract. The contract fee column 1330 stores the contract fee of the contract. The monthly usage amount column 1340 stores the monthly usage amount of the device. The address column 1350 stores the address where the device is installed. The person in charge column 1360 stores the person in charge of the device. The telephone number column 1370 stores the telephone number of the person in charge.

In step S604, it is determined whether or not the contract fee of the target device is high. If high, the flow proceeds to step S606, and if not high, the flow proceeds to step S608. If the contract fee is high, the maintenance staff grade (skill level) is set to “medium”. For example, the height may be determined by comparison with a predetermined value.
In step S606, the grade of maintenance personnel is set to “medium”.
In step S608, the monthly usage amount of the target device is determined from the customer information 255.
In step S610, the level of monthly usage of the target device is determined. If it is high, the process proceeds to step S606, and if not, the process proceeds to step S612. When the monthly usage is high, the maintenance staff grade is set to “medium”, and when the monthly usage is low, the maintenance staff grade is set to “low”. For example, the height may be determined by comparison with a predetermined value.
In step S612, the grade of maintenance personnel is set to “low”.

FIG. 7 is a flowchart showing a processing example (processing example of step S316) according to the present embodiment.
In step S702, the contract fee for the target device is extracted from the customer information 255.
In step S704, it is determined whether or not the contract fee of the target device is high. If high, the flow proceeds to step S706, and if not high, the flow proceeds to step S708. If the contract fee is high, the maintenance staff grade is set to “high”. For example, the height may be determined by comparison with a predetermined value.
In step S706, the grade of maintenance personnel is set to “high”.
In step S708, the monthly usage amount of the target device is determined from the customer information 255.
In step S710, the level of monthly usage of the target device is determined. If it is high, the process proceeds to step S706, and if not high, the process proceeds to step S712. When the monthly usage is high, the maintenance staff grade is set to “high”, and when the monthly usage is low, the maintenance staff grade is set to “medium”. For example, the height may be determined by comparison with a predetermined value.
In step S712, the grade of maintenance personnel is set to “medium”.

FIG. 14 is an explanatory diagram showing a processing example according to the present embodiment. This example shows a content example displayed on the management terminal 270 based on the selected maintenance staff information 260 output by the output module 140 of the information processing apparatus 100.
On the maintenance screen 1400, a maintenance display area 1410, a maintenance equipment display area 1450A, a maintenance equipment display area 1450B, and a maintenance equipment display area 1450C are displayed. As for the display order of the maintenance device display area 1450, for example, the probability values of failure may be sorted in descending order, or the contract fee or monthly usage may be sorted in descending order.
The maintenance display area 1410 displays the status of the device for which the administrator is responsible. For example, “failure occurrence ○ stand possibility possible ○ stand good ○ stand” is displayed.
The maintenance device display area 1450 displays information about the target device, information about the customer, the grade of maintenance personnel suitable for performing maintenance on the device, a “recommended grade” button 1455, and a maintenance personnel selection button 1460. To do. Note that the information about the target device and the information about the customer correspond to the customer information 255 portion of the target device in the selected maintenance staff information 260. The display content in the “recommended grade” button 1455 corresponds to the skill value (grade) of the maintenance staff selected by the maintenance staff selection module 130. When the maintenance personnel selection button 1460 is selected by an administrator's selection operation on a keyboard, mouse, touch panel, or the like, information regarding the maintenance personnel of that grade is displayed.
For example, in the maintenance device display area 1450A, “There is a possibility of failure 90% Monthly usage XXXXXX Yen ABCDE Co., Ltd. Minatomirai, Nishi-ku, Yokohama City 3-2-1 (Contract price or monthly usage determined): A “general (medium)”, “recommended grade: low” button 1455A, and a maintenance personnel selection button 1460A are displayed. For example, in the maintenance device display area 1450B, “There is a possibility of failure 70% Monthly usage XXXXXX Yen ABCDE Co., Ltd. Minatomirai, Nishi-ku, Yokohama 3-2-1 (Contract price or monthly usage determined): “General (medium)”, “recommended grade: medium” button 1455B, and maintenance personnel selection button 1460B are displayed. For example, in the maintenance device display area 1450C, “There is a possibility of failure 50% Monthly usage XXXXXX Yen DDDDDD Corporation Kohoku-ku, Yokohama-shi 〇 3-2-1 (Contract fee or monthly usage was judged) “Grade: Premier (High)”, “Recommended Grade: High” button 1455C, and maintenance personnel selection button 1460C are displayed.

FIG. 15 is an explanatory diagram showing a processing example according to the present embodiment. When the maintenance staff selection button 1460 shown in the example of FIG. 14 is selected, a maintenance staff list display area 1500 that is a set of maintenance staff having a grade (skill level) suitable for the target device is displayed. The information is displayed on the management terminal 270.
In the maintenance staff list display area 1500, an employee number column 1510, a name column 1520, a skill column 1530, an e-mail address column 1540, and a dispatchability column 1550 are displayed. The employee number column 1510 displays the employee number of the maintenance worker appropriate for the maintenance of the device, the name column 1520 displays the name of the maintenance worker, and the skill column 1530 displays the skill value of the maintenance worker. Is displayed in the mail address column 1540, and a dispatch button for instructing dispatch to the maintenance worker is displayed in the dispatching permission / prohibition column 1550. 1555 is displayed. When the maintenance staff dispatch button 1555 is selected, the maintenance staff is notified using e-mail or the like. When the maintenance staff can be dispatched, the maintenance staff dispatch button 1555a is displayed so as to be selectable. When the maintenance staff cannot be dispatched (for example, during a leave of absence), the maintenance staff dispatch button 1555c is displayed in an unselectable manner.

  Note that the hardware configuration of the computer on which the program according to the present embodiment is executed is a general computer as illustrated in FIG. 16, and specifically, a personal computer, a computer that can be a server, or the like. That is, as a specific example, the CPU 1601 is used as the processing unit (calculation unit), and the RAM 1602, the ROM 1603, and the HD 1604 are used as the storage devices. As the HD 1604, for example, a hard disk or an SSD (Solid State Drive) may be used. CPU 1601 for executing programs such as the failure-related information receiving module 110, the maintenance staff skill calculation module 120, the maintenance staff selection module 130, the output module 140 and the like, a RAM 1602 for storing the programs and data, and a program for starting the computer ROM 1603 in which data is stored, an HD 1604 that is an auxiliary storage device (may be a flash memory or the like), a reception device 1606 that receives data based on user operations on a keyboard, mouse, touch panel, and the like, , An output device 1605 such as a liquid crystal display, a communication line interface 1607 for connecting to a communication network such as a network interface card, and a bus 160 for connecting them to exchange data. And it is made of. A plurality of these computers may be connected to each other via a network.

Among the above-described embodiments, the computer program is a computer program that reads the computer program, which is software, in the hardware configuration system, and the software and hardware resources cooperate with each other. Is realized.
Note that the hardware configuration shown in FIG. 16 shows one configuration example, and the present embodiment is not limited to the configuration shown in FIG. 16, and is a configuration that can execute the modules described in the present embodiment. I just need it. For example, some modules may be configured with dedicated hardware (for example, Application Specific Integrated Circuit (ASIC), etc.), and some modules are in an external system and connected via a communication line In addition, a plurality of systems shown in FIG. 16 may be connected to each other via communication lines so as to cooperate with each other. In particular, in addition to a personal computer, it may be incorporated in an information appliance, a copier, a fax machine, a scanner, a printer, a multifunction machine, or the like.

When selecting maintenance personnel by the maintenance personnel selection module 130, processing limited to maintenance personnel at the location of the address where the device requiring maintenance is installed may be performed.
Further, in the description of the above-described embodiment, “more than”, “less than”, “greater than”, and “less than (less than)” in a comparison with a predetermined value contradicts the combination. As long as the above does not occur, “larger”, “smaller (less than)”, “more than”, and “less than” may be used.

The program described above may be provided by being stored in a recording medium, or the program may be provided by communication means. In that case, for example, the above-described program may be regarded as an invention of a “computer-readable recording medium recording the program”.
The “computer-readable recording medium on which a program is recorded” refers to a computer-readable recording medium on which a program is recorded, which is used for program installation, execution, program distribution, and the like.
The recording medium is, for example, a digital versatile disc (DVD), which is a standard established by the DVD Forum, such as “DVD-R, DVD-RW, DVD-RAM,” and DVD + RW. Standard “DVD + R, DVD + RW, etc.”, compact disc (CD), read-only memory (CD-ROM), CD recordable (CD-R), CD rewritable (CD-RW), Blu-ray disc ( Blu-ray (registered trademark) Disc), magneto-optical disk (MO), flexible disk (FD), magnetic tape, hard disk, read-only memory (ROM), electrically erasable and rewritable read-only memory (EEPROM (registered trademark)) )), Flash memory, Random access memory (RAM) SD (Secure Digital) memory card and the like.
The program or a part of the program may be recorded on the recording medium for storage or distribution. Also, by communication, for example, a local area network (LAN), a metropolitan area network (MAN), a wide area network (WAN), a wired network used for the Internet, an intranet, an extranet, or a wireless communication It may be transmitted using a transmission medium such as a network or a combination of these, or may be carried on a carrier wave.
Furthermore, the program may be a part of another program, or may be recorded on a recording medium together with a separate program. Moreover, it may be divided and recorded on a plurality of recording media. Further, it may be recorded in any manner as long as it can be restored, such as compression or encryption.

DESCRIPTION OF SYMBOLS 100 ... Information processing apparatus 105 ... Maintenance staff decision support module 110 ... Failure related information reception module 120 ... Maintenance staff skill calculation module 130 ... Maintenance staff selection module 140 ... Output module 200 ... Centralized management center 210 ... Collation / judgment module 215 ... Error History 220 ... History information 225 ... Judgment result 230 ... Maintenance staff education history 235 ... Maintenance support experience years 240 ... Maintenance support history 245 ... Maintenance staff skill value 250 ... Repair difficulty 255 ... Customer information 260 ... Selected maintenance staff information 270 ... Management Terminal 280 ... Device 285 ... Status information 290 ... Communication line

Claims (6)

By applying a specific degree indicating the degree to which the failure factor of the equipment can be specified, a skill value indicating the skill of the maintenance staff, and a difficulty level indicating the difficulty of repair of the failure factor to predetermined rules, A selection means to select maintenance personnel for the equipment;
An information processing apparatus comprising: output means for outputting information on maintenance personnel selected by the selection means. The predetermined rule is when the specific degree is greater than or greater than a predetermined first threshold and when the difficulty is less than or less than a predetermined second threshold. The information processing apparatus according to claim 1, wherein a maintenance staff having a medium or low skill value is selected. The predetermined rule is when the specific degree is less than or less than a predetermined first threshold, or when the specific degree is greater than or greater than the predetermined first threshold. The maintenance staff whose skill value is high or medium is selected when the difficulty level is greater than or equal to a predetermined second threshold value. Information processing device. The information processing apparatus according to any one of claims 1 to 3, wherein the selection unit selects a maintenance person of the device according to a contract of the device or a usage amount of the device. A calculation means for calculating the skill value based on an experience value determined by an experience period, an educational history, and the number of maintenance correspondences of the maintenance staff, a maintenance success rate, and a maintenance correspondence time;
The information processing apparatus according to claim 1, wherein the selection unit uses a skill value calculated by the calculation unit. Computer
By applying a specific degree indicating the degree to which the failure factor of the equipment can be specified, a skill value indicating the skill of the maintenance staff, and a difficulty level indicating the difficulty of repair of the failure factor to predetermined rules, A selection means to select maintenance personnel for the equipment;
An information processing program for functioning as output means for outputting information on maintenance personnel selected by the selection means.

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