JP2016139289A - Maintenance work support system and maintenance work support method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable the support of execution of quick and accurate maintenance work without depending on a high ability of a maintenance person.SOLUTION: A maintenance work support system 100 includes: a storage device 101 for storing a first table 1203 to a third table 1211; and an arithmetic device 104 for executing processing contents to be set in a report of a prescribed format with a second table 1205, and setting prescribed information of an analysis result in a format of the report in accordance with the specified contents to generate a report in the case of specifying the necessity of booking about the report of the format with reference to an analysis result based of device operation data of a maintenance object device in the first table 1203, and processing for specifying an application path of the report with reference to information of a person in charge of management of the maintenance object device in the third table 1211, and transmitting the application path to an information processor shown by the application path specifying the report.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a maintenance work support system and a maintenance work support method, and more specifically, to a technology that can support the execution of quick and accurate maintenance work that does not depend on the high ability of maintenance personnel.

  The so-called equipment management operations consist of various operations such as the operation and maintenance of machines and facilities (hereinafter referred to as “equipment”), the management of equipment information such as users, installation locations, specifications, and operation and maintenance history of such equipment. ing. Of these, the quality of maintenance work tends to have a direct impact on the performance of equipment users' work, so technology that supports repairs and replacement of parts according to failures and malfunctions in the target equipment becomes important.

  As such a technique, for example, a causal event can be estimated or determined from a large number of observation events, and a change or displacement of an operating state can be appropriately notified to an operator or a supervisor. As a device that supports the decision making of the operator or the supervisor, the cause of the first and second observation data obtained with respect to the first and second observation data observed in the monitored device is estimated. In the operation monitoring device, the observation event reception processing unit that receives the first and second observation data transmitted from the monitored device, and the probability that the cause occurs for the first and second observation data. Based on the first and second observation data, an observation event extraction unit that extracts the first observation data, and a cause that estimates the cause based on the extracted first observation data. A determination processing section, wherein like estimated operation monitoring apparatus and a cause notification processing unit for outputting the data indicating the cause (see Patent Document 1) has been proposed.

  In addition, in a factory that has been deployed worldwide, the system aims to grasp and manage the plant status in real time, including the movement of the plant between factories. A server connected to these terminal devices via a network and a database connected to the server, and the server provides the terminal device with storage of information in the database and browsing of information in the database Proposed is a plant management system (see Patent Document 2) in which information related to each plant of each factory, movement history of each plant, and maintenance history are stored in the database. Has been.

JP 2013-255131 A JP 2003-167999 A

  The maintenance staff in charge of the maintenance work described above needs the ability to accurately determine various symptoms for each device to be maintained, its operating environment, and each user, and quickly take appropriate measures. In particular, the ability to make immediate and accurate judgments and countermeasures against problems such as equipment stoppages that cause equipment users to delay their work or stop is important.

On the other hand, there are many cases where each maintenance staff is in charge of various devices, and in order to demonstrate the capabilities described above under such circumstances, a wide range of devices and excellent knowledge and experience that can cope with the situation are required. is there. However, it is difficult to arrange excellent maintenance personnel in all the areas where maintenance work is widely spread, and depending on the region and equipment, it may be necessary to arrange maintenance personnel who are uneasy about their abilities. For such maintenance personnel, a series of procedures related to maintenance work itself, such as the necessity of maintenance work on the target device, each determination of work content, and application for work approval that should be made to superiors etc. according to the judgment result, become a heavy burden. The accuracy is not likely to be reliable. For example, when the above-mentioned maintenance worker makes a work approval application, omissions and erroneous descriptions frequently occur regarding the description required as the application content and the correct application destination. Such a situation may lead to an increase in work time for the approver and other approver to understand the application contents, an increase in maintenance work costs due to an application return to maintenance personnel, and an increase in equipment downtime.

  On the other hand, according to the prior art, it is possible to automatically estimate the symptom of the device, present the countermeasure to the maintenance staff, and execute the workflow for the application for approval of the processing performed on the device. is there. However, it is difficult for maintenance personnel who have insufficient knowledge about information specific to equipment management work to select appropriate ones from the presented countermeasures and proceed with the work appropriately. Yes, it is not practical to apply such conventional technology widely to actual maintenance work sites. Note that the information specific to the above-mentioned device management work includes not only the device itself but also the user information such as the device commercial flow, contract information on device management for each user, and an index for determining the necessity of maintenance. This information is determined depending on the characteristics of the parties involved in the device management business. For example, such information has the characteristic that even if it is the same alarm information of the same model, the route and urgency of the application differ depending on the usage location and usage time for each device.

  Accordingly, an object of the present invention is to provide a technology that can support the execution of a quick and accurate maintenance operation that does not depend on the high ability of maintenance personnel.

  The maintenance work support system of the present invention that solves the above-described problems includes a first table that defines the necessity of drafting a report relating to a maintenance target device in association with an analysis result of device operation data, and a report in each format. A storage device that stores a second table that defines a correspondence relationship between a description item and an item of the analysis result, a third table that defines a management person in charge of a maintenance target device and a report application route, and a maintenance target; When the analysis result based on the device operation data of the device is collated with the first table and the necessity of drafting for the report of the predetermined format is specified, the contents to be set in the report of the corresponding format A process for specifying a table and generating a report by setting predetermined information of the analysis result in the format of the corresponding report according to the specified content The information of the person in charge of management of the maintenance target device is collated with the third table, the application route of the corresponding report is specified, and the process of transmitting the report to the information processing device indicated by the specified application route is executed It is characterized by comprising an arithmetic unit that performs.

  In addition, the maintenance work support method of the present embodiment includes a first table that defines the report necessity criteria for the maintenance target device in association with the analysis result of the device operation data, and items to be described in the reports of the respective formats. Processing apparatus comprising a storage device for storing a second table that defines a correspondence relationship between the analysis result item and a third table that defines a management person in charge of the maintenance target device and a report application route in association with each other However, when the analysis result based on the device operation data of the maintenance target device is collated with the first table and the necessity of drafting for the report of the predetermined format is specified, the contents to be set in the report of the corresponding format Is specified in the second table, and a report is generated by setting predetermined information of the analysis result in the format of the corresponding report according to the specified contents And the information on the person in charge of management of the maintenance target device is collated with the third table, the application route of the corresponding report is specified, and the report is sent to the information processing device indicated by the specified application route A process is executed.

  ADVANTAGE OF THE INVENTION According to this invention, execution of a quick and accurate maintenance operation which does not depend on the high capability of a maintenance worker can be supported.

It is a figure showing an example of network composition containing a maintenance work support system of a first embodiment. It is a figure which shows the hardware structural example of the apparatus management server in 1st embodiment. It is a figure which shows the data structure of the operation data analysis result in 1st embodiment. It is a figure which shows the data structure of the report draft reference | standard table in 1st embodiment. It is a figure which shows the data structure of the report format of 1st embodiment. It is a figure which shows the data structure of the report description content table in 1st embodiment. It is a figure which shows the data structure of the apparatus information table in 1st embodiment. It is a figure which shows the data structure of the report description content maintenance history reflection table in 1st embodiment. It is a figure which shows the data structure of the deterioration index reference condition table in 1st embodiment. It is a figure which shows the data structure of the deterioration parameter | index table in 1st embodiment. It is a figure which shows the data structure of the report description content degradation index reflection table in 1st embodiment. It is a figure which shows the data structure of the report application path | route table in 1st embodiment. It is a flowchart which shows the procedure example 1 of the maintenance work support method of 1st embodiment. It is a flowchart which shows the procedure example 2 of the maintenance work support method of 1st embodiment. It is a figure which shows the example of a report output in 1st embodiment. It is a flowchart which shows the example of a procedure of the maintenance work support method of 2nd embodiment. It is a flowchart which shows the example of a procedure of the maintenance work support method of 3rd embodiment. It is a figure which shows the example of a report output in 3rd embodiment.

--- System configuration example ---

  Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a network configuration diagram including a device management server 100 (hereinafter, device management server 100) which is a maintenance work support system of the present embodiment. The device management server 100 shown in FIG. 1 is an information processing apparatus that supports the execution of a quick and accurate maintenance operation that does not depend on the high ability of maintenance personnel.

  The maintenance work support technology according to the present embodiment is a maintenance target device 200 (hereinafter, device 200) that can collect device operation data such as engine temperature and vibration level via a predetermined communication network 10. Assume an example in which a contractor (administrator in charge) such as a local agent in charge of management work is applied to a situation where maintenance work is performed as part of the device management work in accordance with a contract with the user 201 of the corresponding device 200.

As a specific example of the device 200 described above, a construction machine having a communication function capable of accessing the communication network 10 and a self-monitoring function can be assumed. In this case, the above-mentioned user 201 is a construction company that uses construction machinery, the above-mentioned contractor has maintenance personnel 401, local agents in charge of sales and maintenance of construction machinery, and the above-mentioned maintenance personnel 401. The construction machine manufacturing company accepts an electronic application for maintenance work from the terminal 400 and supports the maintenance work.

  Under such circumstances, a construction machine operating remotely from the device management server 100 generates alarm information according to its monitoring result, and notifies the device management server 100 via the communication network 10. Shall be included. That is, the device operation data is included in the above-described concept of alarm information. As described above, the construction machine (hereinafter referred to as “equipment”) to be maintained is generally used at a construction site or the like that is remote from the local agent in which the maintenance staff 401 is stationed. For this reason, it is difficult for maintenance personnel 401 to frequently visit the site where the device 200 is used due to cost problems such as travel costs. Therefore, in recent years, the device 200 transmits device operation data generated from its own sensors and the like to a remote management server through appropriate wireless communication means, and the maintenance personnel 401 confirms the device operation data. Therefore, the introduction of technology for monitoring the operating state of the device 200 is progressing. Although not shown, the device 200 in the present embodiment also includes a device operation data generation unit and a wireless communication unit, and can transmit the device operation data to the device management server 100.

  Here, the device management server 100 in this embodiment includes a device communication unit 110, a storage unit 120, an operation data analysis unit 130, a report draft determination unit 140, a report generation unit 150, a report notification unit 160, and an electronic application management unit 170. , And a data update unit 180 as a functional unit. Each of these functional units is implemented by executing a corresponding program.

  Of the above-described functional units, the device communication unit 110 has a function of communicating with the maintenance target device 200 to receive the device operation data 1201 of the device 200 and storing it in the storage unit 120.

  In addition, the storage unit 120 has a function of storing data groups 1201 to 1212 described later, and corresponds to a predetermined storage area and its interface in the storage device.

  In addition, the operation data analysis unit 130 has a function of analyzing the device operation data 1201 received from the device 200 and estimating the operation state of the device 200.

  Further, the report draft determination unit 140 has a function of determining whether or not a report draft is required for the maintenance staff 401 to make an inquiry based on the analysis result of the device operation data 1201.

  Further, the report generation unit 150 has a function of generating a report by appropriately setting description items and description contents of the drafted report.

  Further, the report notification unit 160 notifies the terminal 400 of the maintenance staff 401 who becomes the applicant of the corresponding report that the above-described report generation unit 150 has generated the report, and the corresponding report is a predetermined electronic workflow (for example, construction) It is provided with a function of registering in an electronic application management unit 170 (to be described later) so as to be developed by a company that operates an approver 501 such as a machine manufacturer.

  In addition, the electronic application management unit 170 has a function of managing the report application status in the above-described electronic workflow and providing an interface for various processes for the report to the applicant, approver, and viewer of each report. ing.

  In addition, the data update unit 180 has a function of creating and updating a part or all of the data groups 1201 to 1212 stored in the storage unit 120.

On the other hand, the administrator terminal 300 in FIG. 1 is used by the administrator 301 to communicate with the device management server 100 via the communication network 10 and to create and update each data stored in the storage unit 120. Is a terminal device. The administrator terminal 300 may be a stationary PC or a portable mobile device. The administrator 301 who uses the administrator terminal 300 is a person in charge of managing the device management server 100. In the present embodiment, in particular, the creation and updating of each data stored in the storage unit 120 is performed. It is the person who performs.

  The maintenance worker terminal 400 is a terminal device used by the maintenance worker 401 who is stationed at the above-mentioned local agency and is responsible for the actual maintenance work on the device 200. The maintenance staff terminal 400 communicates with the device management server 100 via the communication network 10, receives a report generation notification accompanying an appropriate event such as the occurrence of a failure in the device 200, and provides predetermined information to the corresponding report. It is a device used to execute the setting and electronic application operation of the report. The maintenance staff terminal 400 may be a stationary PC or a portable mobile device.

  As already outlined, the above-mentioned maintenance staff 401 is a person in charge of operation and maintenance of the device 200. For example, a person who belongs to the maintenance department of the manufacturing company of the equipment 200 and is stationed at a local agency can be assumed. . In particular, the maintenance staff 401 in the present embodiment recognizes the report generation notification from the equipment management server 100 at the maintenance staff terminal 400, visits the site where the equipment 200 is used, and performs actual maintenance work. Then, the maintenance content is described in the report by operating the maintenance staff terminal 400, and the electronic application execution operation that becomes an inquiry to the approver 501 is performed by returning this report to the device management server 100.

  Such a maintenance staff 401 performs maintenance work in response to an inquiry from the user 201 of the device 200 and periodic maintenance in addition to performing maintenance work in response to the notification from the device management server 100 as described above. Sometimes work is done. The manufacturing company of the device 200 needs to secure a large number of such maintenance personnel 401 and be stationed at each local agent in order to support the maintenance of the devices 200 scattered in various locations. In general, it does not always have advanced knowledge and experience regarding maintenance work. Based on this premise, the maintenance work support technology of this embodiment is applied.

In addition, the approver terminal 500 in FIG. 1 performs processing of approval and reply to a report received from the device management server 100 by an approver 501 described later communicating with the device management server 100 via the communication network 10. It is a terminal device used for this purpose. The approver terminal 500 may be a stationary PC or a portable mobile device. The approver 501 described above is a person who is in charge of approving or responding to a report electronically applied by the maintenance staff 401. For example, a manager of a local agency to which the maintenance staff 401 belongs or a technical person in charge or a person in charge of a local technical department in a construction machine manufacturing company is a specific example. Although there is only one approver 501 shown in FIG. 1, for example, the approver is also assigned to a department higher than the department to which the approver 501 belongs, such as a local general agency or the manufacturing department of the device 200. You may assume the structure where exists. The report is generally transferred from the approver 501 to the approver of the higher-level department.
--- Hardware configuration example ---

  Next, the hardware configuration of the device management server 100 of this embodiment will be described. FIG. 2 is a diagram illustrating a hardware configuration example of the device management server 100 according to the first embodiment. The device management server 100 illustrated in FIG. 2 includes a storage device 101 including an appropriate nonvolatile storage element such as an SSD (Solid State Drive) or a hard disk drive, a memory 103 including a volatile storage element such as a RAM, The program 102 held in the apparatus 101 is executed by reading the program 102 into the memory 103 to perform overall control of the apparatus itself and perform various determinations, calculations, and control processes. An input device 105 that receives data, an output device 106 such as a display that displays processing data, and a communication device 107 that is connected to the communication network 10 and performs communication processing with other devices.

  The device management server 100 is a server device that inputs / outputs data to / from external devices such as the maintenance target device 200, the administrator terminal 300, the maintenance person terminal 400, and the approver terminal 500. Of these, the input device 105 and the output device 106 are not essential components, and may be provided as necessary.

  The storage device 101 stores a program 102 for implementing functions necessary for the device management server 100 of the present embodiment and data 1201 to 1212 necessary for each process. The program 102 includes programs corresponding to the device communication unit 110, the operation data analysis unit 130, the report draft determination unit 140, the report generation unit 150, and the report notification unit 160, which are the functional units described above. .

The storage device 101 stores data 1201 to 1212 described later. The storage area secured in the storage device 101 corresponds to the storage unit 120 in FIG. Although the storage unit 120 in the present embodiment is configured to be provided inside the device management server 100, it may be provided in an external device that can perform data transmission / reception with the device management server 100.
--- Functional configuration example ---

  Next, functions provided in the device management server 100 of this embodiment will be described. As already described, it can be said that each functional unit described below is a function implemented by appropriately executing the program 102 provided in the device management server 100, for example.

  The device communication unit 110 in the device management server 100 receives device operation data from the device 200 via the communication network 10, stores this as device operation data 1201 in the storage unit 120, and indicates that the storage has been completed. This corresponds to the function of notifying the operation data analysis unit 130 described later. The device communication unit 110 includes a program corresponding to the corresponding function and a communication module corresponding to the communication device 107.

  Note that the above-described device operation data 1201 is, for example, observation data regarding each part of the device generated by a sensor installed in the device 200 at a predetermined interval, or an alarm generated by the device 200 every time an abnormality is detected by observation by the above-described sensor. Or the summary data etc. which the apparatus 200 produces regularly based on several observation data can be assumed. The data format is defined in the storage unit 120 in advance. It is assumed that the device communication unit 110 and the operation data analysis unit 130 described later can correctly input / output the device operation data 1201 according to the definition of the data format. Note that the definition of the data format itself is the same as the observation data of a general sensor or the like, and is not shown in the figure.

  Further, the operation data analysis unit 130 in the device management server 100 receives the notification that the device operation data 1201 is stored in the storage unit 120 from the device communication unit 110 described above, and analyzes the device operation data 1201. The operation status such as the occurrence of an error in the corresponding device 200 is estimated, data including the estimation result is stored in the storage unit 120 as the operation data analysis result 1202, and the report draft determination described later is completed. This corresponds to the function of notifying the unit 140. The operation data analysis unit 130 is configured as a program corresponding to the corresponding function. As an algorithm for the operation data analysis unit 130 to generate the operation data analysis result 1202 from the device operation data 1201, an existing data analysis technique such as the technique described in Patent Document 1 can be used. A specific example of the operation data analysis result 1202 will be described later.

Further, the report draft determination unit 140 in the device management server 100 receives a notification that the operation data analysis result 1202 is stored in the storage unit 120 from the operation data analysis unit 130 described above, and stores the analysis result 1202 and the analysis result 1202. The report draft reference table 1203 of the section 120 is matched to determine whether or not the report draft is necessary, and when it is determined that the report draft is necessary, any report format 1204 held in the storage section 120 It corresponds to the function of determining whether to use the format for report creation and notifying the report generation unit 150 of the report to be drafted, the format of the corresponding report, and the analysis result 1202 to be drafted. The report draft determination unit 140 is configured as a program corresponding to the corresponding function. A specific example of the report draft reference table 1203 will be described later.

  In addition, the report generation unit 150 in the device management server 100 notifies the above-described report draft determination unit 140 that the report draft is necessary, the format to be used for the corresponding report, and the target operation data analysis result 1202. In response to this, a report is generated, stored in the storage unit 120 as a generated report 1212, and the report notification unit 160 is notified of the completion of the storage. The report generation unit 150 is configured as a program corresponding to the corresponding function. The detailed generation procedure of such a report and the configuration of the generated report 1212 will be described later.

  In addition, the report notification unit 160 in the device management server 100 receives a notification that the generated report 1212 has been stored in the storage unit 120 from the report generation unit 150 described above, and confirms that the corresponding report has been issued. In addition to notifying the maintenance staff terminal 400 used by the maintenance staff 401 who becomes the applicant of the corresponding report, the function is registered in the electronic application management unit 170 described later so that the corresponding report is developed in an electronic workflow that has passed through an appropriate application route. Correspond. The report notification unit 160 is configured as a program corresponding to the corresponding function. The registration of the report in the electronic application management unit 170 may be performed by notifying the position where the generated report 1212 to be expanded is stored, for example.

  The notification to the maintenance staff 401 includes, for example, the occurrence of a failure to perform maintenance work and the URL (Uniform Resource Locator) of an electronic workflow that can access a report used for an inquiry regarding the maintenance work. The mail is sent to the maintenance staff terminal 400. Or it is good also as displaying the notification mentioned above on the predetermined screen which the maintenance worker terminal 400 displays, and presenting the interface which can access an electronic workflow from the display.

  In addition, the electronic application management unit 170 in the device management server 100 receives a notification that the generated report 1212 has been stored from the above-described report notification unit 160, and based on the application route set in the corresponding report, the report In addition to managing the application status and access authority, a predetermined screen (for example, FIG. 15 to be described later) for performing such processing is provided to actors such as the maintenance staff 401 and the approver 501 who perform processing on the report. This corresponds to the functions provided to the maintenance staff terminal 400 and the approver terminal 500. The electronic application management unit 170 is configured as a program corresponding to the corresponding function.

  Note that the report application status refers to the actor that should correspond to the report at that time, the response status, and the response history from the draft to the current status. The application status management means updating the application status in accordance with the actor processing. The report access authority is a restriction on processing contents that can be executed on a report according to an actor or an application state. The management of access authority is to provide correct access authority according to the application status and the actors that change as the application status progresses. Such an electronic application management unit 170 can use an existing workflow product.

Further, the data update unit 180 in the device management server 100 corresponds to a function of reflecting the data update process input to the device management server 100 through the administrator terminal 300 in the target data stored in the storage unit 120. The data update unit 180 is configured as a program corresponding to the corresponding function. As the data update unit 180, for example, an existing database management system that interprets a database language can be adopted. Or it is good also as a structure which outputs the GUI (Graphical User Interface) which can perform the above-mentioned data update process through screen operation to the administrator terminal 300. FIG.
--- Data structure example ---

  Next, an example of a data structure in data used by the device management server 100 of this embodiment will be described. FIG. 3 is a diagram illustrating a data structure of the operation data analysis result 1202 in the first embodiment. The operation data analysis result 1202 in the present embodiment is an analysis result obtained by analyzing the device operation data 1201 obtained with respect to the maintenance target device 200 by the operation data analysis unit 130, and the model, number, and observation target of the corresponding device 200 are analyzed. Using the part as a key, the alarm ID that uniquely indicates the device operation data 1201 that is the origin of the analysis result, the operation time of the corresponding device 200, the urgency of the failure event occurring in the above part, the error ID, and the recommended countermeasure ID, etc. The values are associated with each other.

  Among these, the error ID is identification information that uniquely indicates an error defined in advance corresponding to the analysis result, and examples of values include “EX1” and “EX2”. The recommended countermeasure ID is identification information that uniquely indicates a recommended countermeasure (recommended maintenance work) defined in advance corresponding to the above-mentioned error, and an example of the value is “1”.

  Next, FIG. 4 is a diagram showing a data structure of the report draft reference table 1203 in the first embodiment. As an example, the report drafting reference table 1203 in the present embodiment defines the necessity condition such that a draft of a report is necessary if the operation data analysis result 1202 includes a predetermined error ID, and the report Is a data structure in which an ID indicating a format to be used is designated.

  FIG. 5 is a diagram showing a data structure of the report format 1204 in the first embodiment. The report format 1204 in the present embodiment is a table that defines a group of items to be described (eg, purpose, urgency, model, machine number, abnormality type,...) And layout information for each format of the report. The report format 1204 illustrated in FIG. 5 is a collection of records in which each item included in the corresponding format is associated with a format ID that uniquely indicates the format as a key.

  FIG. 6 is a diagram showing a data structure of the report description content table 1205 in the first embodiment. In the report description content table 1205 in this embodiment, each item of the operation data analysis result 1202 is associated with the report description item in the corresponding format using the report format ID as a key, and which of the analysis results 1202 It is a table that defines the contents to be described, that is, whether values are set. Such a report description content table 1205 is added and updated by an administrator of the manufacturing department or maintenance department of the device 200 every time the item of the report format 1204 or the operation data analysis result 1202 is changed. .

FIG. 7 is a diagram showing a data structure of the device information table 1206 in the first embodiment. The device information table 1206 according to the present embodiment is a device person in charge of a user of a corresponding device 200, a region to be used, and an operation and maintenance, with each model 200 specifying each device 200 to be maintained as a key and each value of the machine number as a key. The maintenance date of the previous maintenance date (the date of the maintenance work most recently performed on the corresponding device 200 identified by the values of the device and unit), the number of sudden maintenance (device,
The number of maintenance operations other than the periodic maintenance work performed so far on the corresponding device 200 specified by each value of the unit and the error history (the error observed in the corresponding device 200 specified by each value of the device and the unit) It is an aggregate of records in which each value such as (history) is associated. Of these, each value of the model and the number of each machine is each time the corresponding device 200 is manufactured, and each value of the user, the region, and the person in charge of the device is the manufacturing department every time the corresponding device 200 is sold to the user. It should be added as appropriate by the manager of the sales department. In addition, the maintenance history information is updated together with the analysis of the device operation data 1201 by the operation data analysis unit 130, or appropriately from each terminal of the maintenance worker 401 or the approver 501 according to the maintenance work of the maintenance worker 401. Shall be updated.

  Next, FIG. 8 is a diagram showing a data structure of the report description content maintenance history reflection table 1207 in the first embodiment. The record description content maintenance history reflection table 1207 in the present embodiment is a table in which the content described in the report is defined when a certain condition is met in the maintenance history described in the device information table 1206 described above. In the report description maintenance history reflection table 1207 illustrated in FIG. 8, there is a definition of “maintenance history condition” as the above-described condition, and report description items such as “emergency” and “urgent: short-term recurrence” when the condition is satisfied. A set of records in which each value of the report description content is set. As the “maintenance history condition”, the time between the occurrence date of a certain error indicated by the operation data analysis result 1202 and the occurrence date of the same error that occurred in the past in the device 200 is shorter than 30 days. Things can be raised. Each value in the report description content maintenance history reflection table 1207 is managed in consideration of the value and relationship of the corresponding item in the report description content table 1205 described above.

  Next, FIG. 9 is a diagram showing a data structure of the deterioration index reference condition table 1208 in the first embodiment. The deterioration index reference condition table 1208 in this embodiment is a table used for determining whether or not it is necessary to confirm whether or not an initial failure is caused by referring to the deterioration index table 1209 when any error ID occurs for each model of the device 200. . Such a deterioration index reference condition table 1208 is a collection of records in which a model is associated with an error ID included in the operation data analysis result 1202. In the deterioration index reference condition table 1208, a record is added by a person in charge in the manufacturing department every time each model of the device 200 is designed.

  Next, FIG. 10 is a diagram illustrating a data structure of the deterioration index table 1209 in the first embodiment. Here, the deterioration index is an index for determining performance degradation or component degradation of the device 200, and for example, attribute data regarding the device 200 such as operation time, travel distance, and installation days is used. Which of these data is used as a deterioration index and how to define the correspondence between the value of the index and deterioration is determined by the case where the manufacturer of the device 200 is set independently or the manufacturer uses the device. Both cases can be assumed based on the wishes of the person 201.

  The degradation index table 1209 illustrated in FIG. 10 includes a combination of a device user, a model of the device 200, and a region to be used, a degradation index set according to the combination, and a degradation index when a malfunction occurs in the model. If it is less than that value, it is associated with various determination conditions such that it is regarded as an initial failure, and a set of records in which a deterioration index ID is assigned to these associations. In the example of FIG. 10, for example, in the record with the degradation index ID “R1”, the device user “Company A”, the model “X”, the region “Japan”, the degradation index “operation time”, and the determination target “initial failure”. The determination condition “less than 150” is included. Each piece of information in the deterioration index reflection table 1210 may be defined, for example, when the manufacturing company of the device 200 concludes a contract regarding maintenance work with the device user 201, and may be set by the administrator 301 of the manufacturing company.

  Next, FIG. 11 is a diagram showing a data structure of the report description content deterioration index reflection table 1210 in the first embodiment. The report description deterioration index reflection table 1210 according to the present embodiment is a table having a configuration in which items and contents described in a corresponding report are defined for each deterioration index ID defined in the above-described deterioration index table 1209. Although details will be described later with reference to FIG. 13, when a symptom (“initial failure” in the present embodiment) corresponding to the deterioration index ID in the report description deterioration index reflection table 1210 has occurred in the device 200, the table 1210. The content defined in is reflected in the report. The report description content deterioration index reflection table 1210 is managed based on the above described report description content table 1205 and the consistency of the contents.

Next, FIG. 12 is a diagram showing a data structure of the report application route table 1211 in the first embodiment. The report application route table 1211 in this embodiment is a table in which a report application route is defined for each combination of a device person in charge who becomes a report applicant and a deterioration index ID defined in the deterioration index table 1209. For example, it is managed for each device. Although details will be described later with reference to FIG. 13, when a symptom (“initial failure” in the present embodiment) corresponding to the deterioration index ID in the table 1211 occurs in the corresponding device 200, the corresponding deterioration index is displayed in this table 1211. Depending on the contents of the application route defined for the ID, for example, an emergency application route is characterized and set in the corresponding report. In the example of FIG. 12, the application route of the report when the device person in charge has a failure symptom of the deterioration index ID “R1” for a certain device 200 of “P agency” is “P agency → recall correspondence”. Department → All agents in charge of model X ”. Inquiries concerning maintenance work are usually developed based on the commercial flow of the device 200. In order to correctly reflect the commercial flow, in the report application route table 1211, the manufacturing department, sales department, maintenance department Need to set and update in cooperation.
--- Processing procedure example ---

  The actual procedure of the maintenance work support method in this embodiment will be described below with reference to the drawings. Various operations corresponding to the maintenance work support method described below are realized by programs that the device management server 100 reads into the memory or the like and executes. And this program is comprised from the code | cord | chord for performing the various operation | movement demonstrated below.

  FIG. 13 is a flowchart showing an example of a processing procedure of the maintenance work support method in the present embodiment. The flow is based on the fact that alarm information (source of device operation data) for notifying the device 200 where a predetermined event such as abnormal heating of the engine is observed is generated and transmitted to the device management server 100. Device operation data analysis, report draft determination and report creation in the device management server 100 that has received the alarm information described above, electronic application of the corresponding report in the maintenance staff terminal 400, and response processing of the approver 501 for the corresponding report in the approver terminal 500 Each processing flow corresponding to a series of business flows is shown. Therefore, not only the processing of the device management server 100 as the maintenance work support system but also the processing of other terminals cooperating therewith will be described.

Here, as an initial data setting process, the administrator terminal 300 executes various data settings necessary for the device management server 100 to generate a report by an operation of the administrator 301 prior to the start of a substantial flow. (S900). In this case, the administrator 301 uses the administrator terminal 300 to refer to a report draft reference table 1203, a report format 1204, a report description content table 1205, a device information table 1206, a report description content maintenance history reflection table 1207, and a deterioration index reference. The storage unit 120 stores the condition table 1208, the degradation index table 1209, the report description content degradation index reflection table 1210, and the report application route table 1211 through the data update unit 180 of the device management server 100.
Will be registered. Note that the above-described administrator 301 determines in advance how to access the data update unit 180 of the device management server 100 using the administrator terminal 300 (for example, the URL and login password for a data update Web service). It shall be recognized.

  On the other hand, the device management server 100 receives the above-described registration processing of each data from the administrator terminal 300, and reflects the registration contents in the storage unit 120 through the data update unit 180 (S901). These processes in steps S900 and S901 are appropriately executed as needed even after the initial setting of the corresponding data in the device management server 100.

  Hereinafter, a series of report application processes based on device operation data generated by the device 200 will be described. An example of device operation data in the flow is an alarm associated with an abnormal symptom that has occurred in the device 200.

  In such a situation, it is assumed that the device 200 is used and operated by the device user 201 (S902). As described above, the device 200 includes its own observation sensor and a processing system for observation data obtained by the sensor. Therefore, when the observation data obtained for each part of the device 200 in operation shows an abnormal value, the device 200 in operation senses this, generates an alarm at an arbitrary timing, and manages the device via the communication network 10. The server 100 is notified (S903). The data structure of the alarm includes values such as the model of the device 200, the number, the part where the abnormality is detected, observation data such as temperature and operation time, and observation date and time.

  Upon receiving the above-described alarm through the device communication unit 110, the device management server 100 stores the alarm as device operation data 1201 in the storage unit 120 and notifies the operation data analysis unit 130 of the storage event of the device operation data 1201 ( S904).

  On the other hand, the operation data analysis unit 130 receives the notification from the device communication unit 110 described above, reads out the device operation data 1201 to be notified from the storage unit 120 and refers to the operation data analysis result using a predetermined analysis method. 1202 is generated and stored in the storage unit 120, and the report draft determination unit 140 is notified that the analysis result 1202 has been stored (S905). An example of the operation data analysis result 1202 is as illustrated in FIG.

  Subsequently, the report draft determination unit 140 receives the notification from the above-described operation data analysis unit 130 and reports the report draft reference table 1203 used for report draft determination and the corresponding operation data that is the report draft determination target. The analysis result 1202 is read from the storage unit 120 and referred to, and the error ID included in the analysis result 1202 is checked against the report drafting reference table 1203, and the corresponding error ID is included in the drafting requirement condition. The necessity of report drafting is determined based on the presence or absence of records (S906).

  As a result, when the record including the corresponding error ID can be identified in the report drafting reference table 1203 (S907: y), the report draft determination unit 140 needs a report draft regarding the operation data analysis result 1202 described above. The ID of the format to be adopted for the corresponding report is specified in the report draft reference table 1203 (S908).

On the other hand, as a result of the above determination, when the record including the corresponding error ID cannot be specified in the report draft reference table 1203 (S907: n), the report draft determination unit 140 determines that the operation data analysis result 1202 is described above. The report is not issued, and the process returns to step S904 to prepare for the reception of new device operation data. In such a case, even if an alarm is generated in the device 200, work for notifying the maintenance staff 401 and generating a report does not occur, leading to reduction of work costs related to maintenance work.

  Following the determination in step S907 that a report draft is necessary, the report draft determination unit 140 determines that a report draft is necessary for the above-described operation data analysis result 1202 and The report generation unit 150 is notified of the analysis result 1202 and the format ID information to be adopted for the drafted report (S909).

  Next, the report generation unit 150 receives the notification from the report draft determination unit 140 and stores the operation data analysis result 1202 to be drafted, the report format 1204, and the various types stored in the storage unit 120. The report data is generated with reference to the table data (S910).

  A detailed flow of the report generation unit 150 in step S910 is shown in FIG. In this case, the report generation unit 150 refers to the report format 1204 and uses the report format 1204 as a report item in the corresponding format using the format ID (eg, F1) notified from the report draft determination unit 140 as a key. Is acquired (S100).

  Next, the report generation unit 150 obtains the model (for example, X), the unit (for example, X1), the unit (for example, X1), the part (for example, engine), and the alarm that is the original data from the operation data analysis result 1202. Alarm data to be identified, operation data such as operation time (example: 100) included in the corresponding alarm, urgency level (example: urgent) as an analysis result, error ID (example: EX1, EX2), and recommended measures Each value of ID (example: 1) is acquired (S101).

  Next, the report generation unit 150 refers to the report description content table 1205 and selects each item acquired from the analysis result 1202 based on the already obtained format ID (eg, F1) in the report of the corresponding format. Correspondence information indicating which value is input and assigned to the item is acquired (S102).

  Next, the report generation unit 150 refers to the device information table 1206, and based on the model (example: X) and unit (example: X1) indicated by the operation data analysis result 1202 described above, the device user (example: A) Company), region (example: Japan), equipment person in charge (example: P agency), and maintenance history (including error history) are acquired (S103).

  Next, the report generation unit 150 refers to the report description content maintenance history reflection table 1207, and the maintenance history acquired from the device information table 1206 as described above becomes the maintenance history condition in the report description content maintenance history reflection table 1207. Confirms whether they match, obtains information on the correspondence between the report description items and the report description contents that correspond to the matching conditions, and which contents of the report to input, and the corresponding report The corresponding value is entered at (S104).

  As described above, in the values obtained from the device information table 1206 of this embodiment, the error IDs “EX1” and “EX2” are included in the maintenance history as error histories. Such a maintenance history matches the maintenance history condition indicated by the second record from the top in the report description maintenance history reflection table 1207 in FIG. 8, and therefore the report generation unit 150 selects “remarks” from among the formats of the generated report. In the item “”, enter “XX error recurrence”.

Next, the report generation unit 150 refers to the degradation index reference condition table 1208, and the model (example: X) and the error ID (example: EX1, E) indicated by the operation data analysis result 1202 described above.
Based on each value of X2), it is determined whether it is necessary to refer to the degradation index table 1209 (S105). In the examples so far, it is known that error IDs “EX1” and “EX2” have occurred for the model “X”, and corresponding records exist in the deterioration index reference condition table 1208 of FIG. To do. Therefore, the report generation unit 150 determines that the deterioration index table 1209 needs to be referenced (S106: y).

  In this case, the report generation unit 150 refers to the degradation index table 1209, and has already obtained the device user (for example, Company A), the model (for example, X), and the region (for example, Japan) from the device information table 1206 or the like. ) To acquire an item (eg, operation time) to be used as a degradation index, and obtain the value (eg: 100) and determination condition (eg, less than 150) of the item already acquired from the operation data analysis result 1202 Compare (S107).

  In the example so far, the value “100” of the deterioration index “operation time” matches the determination condition “less than 150”. Therefore, the report generation unit 150 specifies that the corresponding device 200 that has transmitted the above-described device operation data 1201 corresponds to “initial failure” that is a symptom indicated by “determination target” of the corresponding record in the deterioration index table 1209. Then, a deterioration index ID (for example, R1) corresponding to this state is acquired from the deterioration index table 1209 (S108).

  Next, the report generation unit 150 refers to the report description deterioration index reflection table 1210, and based on the deterioration index ID (for example, R1) acquired from the above-described deterioration index table 1209, which item of the report and how Information on whether or not to input the contents is acquired, and a value corresponding to the corresponding report is entered (S109). In the above example, the report generation unit 150 fills in the contents corresponding to the “urgency” and “remarks” of the report.

  Here, the input item for the “urgency” of the report is set in both the report description content table 1205 and the report description content deterioration index reflection table 1210, but the report generation unit 150 is based on the deterioration index. Priority is given to the determination result for input. However, a method of writing the items of each table together is also possible.

  Through the above-described processes in the report generation unit 150, the contents are surely and automatically entered in a part of the report item group in the format corresponding to the error. The report generation unit 150 described above stores the generated report in the storage unit 120 as a generated report 1212 (S110). An output example of the generated report 1212 stored in the storage unit 120 is shown in FIG. FIG. 15 is a diagram showing a screen example of a generated report 1400 according to the first embodiment. As a result of the above-described steps S100 to S110, a part of contents automatically entered in predetermined items by the report generating unit 150 is reflected. Has become a report. In the report 1400, it is assumed that the application status column 11000 is blank at this time.

  Returning to the description of the flow in FIG. Next, the report generation unit 150 sets an application route for the above-described generated report 1212 (S911). In this case, the report generation unit 150 displays a record including each value of the device person in charge (for example, P agency) and the deterioration index ID (for example, R1) already obtained in the steps so far, in the report application route table. The application route information is acquired from the record including the corresponding values (for example, P agency → recall compatible department → model X charge all agency). The report generation unit 150 sets the application route information obtained here in the application route field 11000 of the generated report 1212 described above, and completes the report generation. In addition, the report generation unit 150 notifies the report notification unit 160 that the report generation has been completed.

Note that the application route information set in the application route column 11000 is illustrated in FIG. 15 as the application status table 11010. As shown in FIG. 15, the device 200 that has transmitted an alarm to the device management server 100, the device management server 100 that analyzes the alarm (device operation data 1201) and generates a report based on the analysis result, and the maintenance staff 401 Table 11010 includes a series of actor information such as a department corresponding to a recall that is a report application destination of the maintenance staff terminal 400 as an application history of the corresponding report. This application history includes information such as “recall support department” and “local agent” which are application routes of the report, and can be regarded as the subject of the application route information. As described above, not only the maintenance staff 401 and the approver 501 but also the device 200 that is the report target and the device management server 100 that supports report generation, including the application history, are used for drafting the report. By adding alarms and analysis results as related information 10003 and 10004, the approver 501 and the like of the corresponding report who browses the application route column 11000 can more accurately and reliably grasp the situation of the site surrounding the corresponding device 200. Become. As a result, work mistakes and the like are suppressed, and the efficiency of maintenance work is improved.

  In the above-described examples, since it is determined that “initial failure” has occurred in the target device 200, a route in which “Recall Corresponding Department” is an application window is specified as an application route for the corresponding report. It will be. If the maintenance person is inexperienced, that is, the knowledge is not enough, the alert from the device 200 does not realize that the failure should be dealt with promptly, and the local agency is usually used as the application window There is a possibility that report application will be done in the application route. In such a case, as a result, the failure response to the corresponding device 200 is delayed, which may affect the operations of many device users. On the other hand, when the maintenance work support technology of the present embodiment is applied, the manufacturer of the device 200 and the local agent respond promptly at their own responsibility, such as the initial failure of the device 200 unrelated to the usage trend of the device user 201. The maintenance staff 401 can surely recognize the event to be performed, and the report application route can be made appropriate.

  Here, the description returns to the flow of FIG. Subsequently, the report notification unit 160 receives the notification from the report generation unit 150 described above, notifies the maintenance staff terminal 400 used by the maintenance staff 401, who is the applicant, that the report has been issued, and the report. Is registered in the electronic application management unit 170 (S912).

  On the other hand, the maintenance staff terminal 400 receives the above notification from the report notification unit 160 of the device management server 100 (S913), and displays it on an output device such as a display. The maintenance staff 401 who has viewed this display recognizes the content of the report generated by the device management server 100 as described above, and recognizes that a failure (eg, initial failure) has occurred in the device 200 in charge of maintenance. Then, the user moves to the site where the corresponding device 200 is located and performs appropriate maintenance work. In addition, the maintenance staff 401 who has performed maintenance on-site as described above operates the maintenance staff terminal 400 to add the contents of maintenance handling to the corresponding report and perform application registration work addressed to the approver 501. Here, items to be added to the report by the maintenance staff 401 are, for example, the items of the confirmed phenomenon 10000 and the countermeasure content 10001 implemented in FIG. In addition, the maintenance staff 401 may add or modify the items automatically entered by the report generation unit 150 and the remarks column 10002.

  The maintenance engineer terminal 400 accepts the above-described additional writing and application registration instructions from the maintenance engineer 401 (S914), accesses the electronic application management unit 170 of the device management server 100, and generates the above-described report for the generated report 1212. Addition is executed, and an application registration of the report to the approver terminal 500 is instructed (S915).

On the other hand, the device management server 100 receives the request for addition from the maintenance staff terminal 400, and in the application status table 11010 in the corresponding generated report 1212, the “status” column has “draft” and the “corresponding actor” column. A record including a value such as “P agency xxx Taro” as the maintenance staff 401 is added, and the status of the report is updated (S916). Further, the device management server 100 transmits the finally completed report to the approver terminal 500 together with the registration application (S917). On the other hand, the approver terminal 500 receives this (S918) and displays it on the output device or the like as information to be approved by the approver 501. The approver 501 confirms the contents of the report, confirms an error that has occurred in the device 200 and a series of maintenance operations performed on the error, and determines whether or not to approve it by judging its appropriateness. The approver terminal 500 receives the result by the input device and transmits it as a reply to the device management server 100 (S919).

The device management server 100 receives the above-mentioned response, and in the application status table 11010 in the corresponding generated report 1212, for example, “Approved” and “Corresponding actor” columns in the “Status” column, as in Step S916. Is added with a record including a value such as “Manufacturing Department XX Taro” who is the approver 501, the status of the report is updated (S920), and the process is terminated. The process flow from step S915 to step S920 is the same as the procedure in the normal electronic workflow, and the electronic application management unit 170 of the device management server 100 responds to the registration process of each actor (maintenance staff, approver). The application status update and the notification to the responder will be repeated alternately.
--- Second embodiment ---

  As a second embodiment of the present invention, by adding an appropriate process to the report draft determination in the first embodiment described above, the number of report drafts can be further effectively reduced and maintenance work efficiency can be improved. The technology will be described. Since the device management server 100 in the second embodiment has the same configuration as that in the first embodiment, the description of the system configuration and the like will be omitted, and only the flow will be described.

  FIG. 16 is a flowchart showing an example of the procedure of the maintenance work support method in the second embodiment, and different parts from the first embodiment will be described using this flow. Therefore, the report draft determination, that is, step S1100 in FIG. 16 will be described.

  In this case, the report draft determination unit 140 of the device management server 100 performs the report draft necessity determination (S1100) similarly to step S906 in the first embodiment, and as a result, the alarm regarding the predetermined device 200 is detected. If it is determined that report drafting is necessary (S1101: y), the number of event occurrences that require report drafting for the corresponding alarm is counted by one (S1102). It is assumed that the value counted here is stored in an appropriate storage unit such as the memory 103 of the device management server 100.

  Subsequently, the report draft determination unit 140 determines whether the value of the number of event occurrences whose value has increased by the above-mentioned count exceeds a predetermined reference value (S1103). That is, it is determined whether or not the number of times that it has been determined that report drafting is necessary for the corresponding alarm generated in the device 200 has exceeded a predetermined reference number.

  As a result of the above determination, if it is determined that the value of the number of event occurrences whose value has increased by one in step S1102 does not exceed a predetermined reference value (S1104: n), a report draft determination unit 140 waits until the next device operation data 1201 is obtained (S1105). On the other hand, if it is determined as a result of the above determination that the value of the number of event occurrences whose value has increased by the count in step S1102 exceeds a predetermined reference value (S1104: y), report draft determination The unit 140 determines that the corresponding alarm deserves report generation (S1106), notifies the report generation unit 150 to that effect (S1107), and transitions to report generation processing.

When the above-described reference value, that is, the number of times of reference, is “1”, the processing contents are substantially the same as those in the first embodiment. On the other hand, when the reference value, that is, the number of times of reference is “2” or more, report generation is not executed for a certain alarm unless the determination that the report is required is made a plurality of times. Regarding the predetermined alarm, for example, it can occur frequently due to temperature change or minor carelessness of the user, etc., and it is recognized that it is not necessary to consider maintenance work by issuing a report every time, By performing such processing, unnecessary report drafting and maintenance work can be greatly reduced, and the work cost and work efficiency of the entire maintenance work can be further improved.
--- Third embodiment ---

  In the third embodiment, as in the second embodiment described above, by adding an appropriate process to the report draft determination process by the report draft determination unit 140, the number of report drafts can be more effectively increased. The technology to reduce and improve maintenance work efficiency will be explained. Since the device management server 100 in the third embodiment has the same configuration as that in the first embodiment, description of the system configuration and the like will be omitted, and only the flow will be described.

  FIG. 17 is a flowchart showing an example of the procedure of the maintenance work support method in the third embodiment, and parts different from the first and second embodiments will be described using this flow. Accordingly, the report draft determination, that is, step S1200 in FIG. 17 will be described.

  In this case, the report draft determination unit 140 of the device management server 100 performs the report draft necessity determination (S1200) as in step S906 in the first embodiment, and as a result, the alarm regarding the predetermined device 200 is detected. If it is determined that report drafting is necessary (S1201: y), a predetermined diagnostic command is sent to the device 200 through the device communication unit 110 in order to grasp the symptom of the device 200 that is the source of the corresponding alarm in more detail. Transmit (S1202).

  The device 200 has a function of acquiring observation data again from the sensors of each part in accordance with the above-described diagnosis command, processing this with an appropriate algorithm, performing self-diagnosis, and transmitting the diagnosis result to the device management server 100 It shall be equipped with.

  Therefore, the report draft determination unit 140 receives the diagnosis result data returned from the device 200 in response to the above-described diagnosis command, and the diagnosis result (eg, engine surface temperature) is set in a predetermined condition ( For example, it is determined whether or not (S1203).

  As a result of the determination described above, if the diagnosis result regarding the device 200 does not match the predetermined condition (S1204: n), the report draft determination unit 140 does not deem the corresponding alarm to be misreported or report generation. (S1205) and the process is terminated. On the other hand, as a result of the determination described above, if the diagnosis result regarding the device 200 matches the predetermined condition (S1204: y), the report draft determination unit 140 determines that the alarm is worth generating a report. (S1206), the report generation unit 150 is notified to that effect (S1207), and the process proceeds to report generation processing.

  As in the second embodiment, for the predetermined alarm, for example, it can occur frequently due to temperature change or minor carelessness of the user, etc., unless the symptoms are confirmed by re-observing in detail after receiving the alarm, In cases where it is recognized that there is a lot of waste when drafting a report every time and considering maintenance work, this process significantly reduces wasteful report drafting and maintenance work, and the overall work cost of maintenance work In addition, the work efficiency will be further improved.

  FIG. 18 is a diagram illustrating an output example of a report in the third embodiment. As described above, in the form of performing additional processing such as diagnosis command transmission and diagnosis result reception, the application status table 1600 in the generated report 1212 also includes information on the mutual communication between the device 200 and the device management server 100 as a route. It becomes the composition. In the example of FIG. 18, “diagnostic command sent” is entered in the “status” column of the record “# 2”, and a description about the diagnostic command is also set in “comment” and “related information”. . The approver 501 and the like who browse a report including such information can grasp the situation of the site where the corresponding device 200 is located in more detail, thereby improving the efficiency of the entire maintenance work.

  Although the best mode for carrying out the present invention has been specifically described above, the present invention is not limited to this, and various modifications can be made without departing from the scope of the invention.

  According to the present embodiment, maintenance personnel in charge of equipment maintenance work can perform accurate inquiry application and maintenance work considering not only observation data indicating the status of the target equipment but also information specific to equipment management work. Can be performed efficiently without the need for advanced knowledge or a large work load. In addition, since maintenance time can be reduced for the electronic work related to the maintenance work of the equipment, the maintenance cost can be reduced and the equipment downtime can be reduced. Furthermore, it is possible to employ and arrange maintenance personnel who do not have advanced knowledge, and there is an effect of reducing human costs for securing maintenance personnel.

  Accordingly, it is possible to support the execution of quick and accurate maintenance work that does not depend on the high ability of the maintenance staff.

  At least the following will be clarified by the description of the present specification. That is, in the maintenance work support system of the present embodiment, the storage device stores at least a maintenance history for a predetermined event of each maintenance target device, a predetermined event indicated by an analysis result of the maintenance target device, and the first table. And a report description item corresponding to the correspondence with the maintenance history regarding the corresponding event in the four tables and a fifth table that defines the description contents, and the arithmetic unit generates the analysis result when generating the report. The identification information of the maintenance target device indicated by is collated with the fourth table, the maintenance history information of the maintenance target device is specified, and the specified maintenance history and information on the predetermined event indicated by the analysis result of the maintenance target device If the relationship with the above corresponds to the correspondence defined by the fifth table, the corresponding report description item and the corresponding description in the fifth table The information corresponding to the contents, and wherein the further set to the appropriate format and generates the report.

  According to this, for example, the error indicated by the latest analysis result (event such as the occurrence of a failure in the maintenance target device) and the above-mentioned fourth table (device information table) are the error history of the corresponding maintenance target device (maintenance target device). Between the error occurrence date in the latest analysis result and the previous occurrence date of the same error in the error history described above is the fifth table (report description maintenance history) When the condition of the reference period (example: 30 days or less) defined in the reflection table) is met, the report description item (for example, “Urgent Level”) defined for the condition in the fifth table (report description maintenance history reflection table) ), Report contents (for example, “Urgent: Short-term recurrence”) are included in the report without the need for maintenance personnel, and the urgency and importance of the failure of the applicable maintenance target device. Use people and maintenance personnel, efficiently show it is possible to the administrator or the like.

In the maintenance work support system according to the present embodiment, the storage device stores at least a maintenance table for a maintenance event for each user and a predetermined event of each maintenance target device, the maintenance target device and the user, and the corresponding maintenance. A sixth table in which a problem identification standard for predetermined operation contents related to the target device is associated with a predetermined ID, and a seventh table that defines the correspondence between the predetermined ID and report description items and description contents are further stored. And the arithmetic unit is
When generating the report, if the analysis result indicates the occurrence of a specific event in a predetermined maintenance target device, the device user specified for the maintenance target device in the fourth table and the operation content indicated by the analysis result When the analysis result is matched with the sixth table, and the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, the specified predetermined ID is compared with the seventh table, and the The report may be generated by further setting information corresponding to the corresponding report description item and the corresponding description content of the seven tables in the corresponding format.

  According to this, for example, for the maintenance target device in which the above-described event (error) has occurred, the operation content (e.g., operation time) indicated by the analysis result is specified in the sixth table (degradation index table). When the standard (e.g., less than 150) is satisfied, it can be specified that a certain problem (e.g., initial failure) identified by a predetermined ID (e.g., deterioration index ID) has occurred in the maintenance target device. If the predetermined ID indicating the problem identified by this processing is collated with the above-mentioned seventh table (report description content deterioration index reflection table), the corresponding report description item (for example, “emergency”), report description content (for example, , "Emergency: Initial failure") can be included in the report without any maintenance personnel, and the urgency and importance of the failure of the corresponding maintenance target device can be efficiently shown to the user, maintenance personnel, administrator, etc. .

  In the maintenance work support system according to the present embodiment, the storage device stores at least a maintenance table for a maintenance event for each user and a predetermined event of each maintenance target device, the maintenance target device and the user, and the corresponding maintenance. A sixth table in which a problem identification standard for a predetermined operation content related to the target device is associated with a predetermined ID, and a seventh table that defines a correspondence relationship between the predetermined ID, the report description item, and the description content; In the third table, the person in charge of the maintenance target device and the predetermined ID and the report application route are stored in association with each other, and the arithmetic unit, when generating the report, the analysis result is a predetermined maintenance target When indicating the occurrence of a specific event in a device, the device user specified for the maintenance target device in the fourth table and the analysis result are displayed. Is compared to the sixth table, and if the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, and the specified predetermined ID is stored in the seventh table. The corresponding report description item and the information corresponding to the corresponding description content in the seventh table are further set in the corresponding format to generate the report, and when the application route is specified, the maintenance manager is in charge of the maintenance target device. It is assumed that the information of the person and the specified predetermined ID are collated with the third table, the application route of the corresponding report is specified, and the report is transmitted to the information processing device indicated by the specified application route. Also good.

  According to this, for example, for the maintenance target device in which the above-described event (error) has occurred, the operation content (e.g., operation time) indicated by the analysis result is specified in the sixth table (degradation index table). When the standard (e.g., less than 150) is satisfied, it can be specified that a certain problem (e.g., initial failure) identified by a predetermined ID (e.g., deterioration index ID) has occurred in the maintenance target device. If each information of the above-mentioned predetermined ID and management person (example: sales agent of maintenance target device) obtained by this processing is collated with the above-mentioned third table, the management person and the above-mentioned problem can be dealt with. The correct application route (for example, “P agency → recall handling department →...”) Can be specified without the maintenance staff, and the report can be transmitted.

Further, in the maintenance work support system of the present embodiment, when the calculation device identifies the necessity of the draft at the time of generating the report, the information on the predetermined event included in the analysis result is set in a predetermined condition. If the determination result that the predetermined condition is satisfied is obtained, the process further waits until the predetermined timing for collating the new analysis result with the first table without shifting to the subsequent procedure. When the series of procedures from the necessity specification of the draft to the standby is repeated a predetermined number of times, the processes of generating the report, specifying the application route, and transmitting the report are executed. It is good.

  According to this, for example, until the same alarm occurs the specified number of times on the target maintenance target device, it waits without generating a report and responds to trivial alarms that are not enough to apply for a report to a maintenance work approver, etc. It is possible to effectively avoid the operation and to reduce the work cost.

  Further, in the maintenance work support system of the present embodiment, when the calculation device identifies the necessity of the draft at the time of generating the report, the information on the predetermined event included in the analysis result is set in a predetermined condition. If the determination result that the predetermined condition is satisfied is obtained, the diagnostic command related to the predetermined event indicated by the analysis result is transmitted to the maintenance target device without going to the subsequent procedure. When the diagnosis result obtained from the maintenance target device in accordance with the diagnosis command matches a predetermined condition, the process of generating the report, specifying the application route, and transmitting the report is performed. It may be executed.

  According to this, it is avoided to issue a report unconditionally every time there is an alarm, grasp the symptom of the maintenance target device in more detail, and determine the necessity of drafting the report again based on the result It is possible. For this reason, it is possible to effectively avoid an operation corresponding to a trivial alarm that is not to the extent that a report is applied to an approver of the maintenance work, thereby reducing the work cost.

  Further, in the maintenance work support system of the present embodiment, the arithmetic device is the maintenance target device, the maintenance work support system starting from transmission processing of the device operation data to the maintenance work support system by the maintenance target equipment. And a process of notifying the output device or the predetermined terminal of the application status information together with the information of the specified application route, along with the information of the specified application route, between the actors of at least one of the predetermined terminals of the manager. It may be executed.

  According to this, it is possible to present the history of a series of processes such as report generation and transmission that originated from some trouble that occurred in the maintenance target device to the report approver and viewer as one piece of information regarding the application route. Therefore, it becomes easier for such approvers and the like to grasp the actual state of the maintenance target device in more detail and clearly, and as a result, the efficiency of maintenance work is improved.

  In the maintenance work support method according to the present embodiment, the information processing apparatus stores, in the storage device, a fourth table storing at least a maintenance history for a predetermined event of each maintenance target device, and a predetermined result indicated by an analysis result of the maintenance target device. A report description item according to the correspondence between the event and the maintenance history related to the corresponding event in the fourth table and a fifth table defining the description content are further stored, and the maintenance target indicated by the analysis result when the report is generated The identification information of the device is collated with the fourth table to identify the maintenance history information of the corresponding maintenance target device, and the relationship between the specified maintenance history and the information on the predetermined event indicated by the analysis result of the maintenance target device is When the correspondence relationship defined by the fifth table is applicable, the corresponding report description item and the information corresponding to the corresponding description content of the fifth table are provided. And further set to the appropriate format may generate the report.

In the maintenance work support method of the present embodiment, the information processing apparatus stores, in the storage device, a fourth table that stores at least maintenance users for each maintenance target device and maintenance history for the predetermined event, and the maintenance target device and the device use A sixth table that associates a problem identification standard for a predetermined operation content related to the person and the maintenance target device with a predetermined ID, and a seventh table that defines a correspondence relationship between the predetermined ID, the report description item, and the description content When the report is generated and the analysis result indicates the occurrence of a specific event in a predetermined maintenance target device, the device user specified for the maintenance target device in the fourth table and the operation indicated by the analysis result If the analysis result satisfies the problem specification criteria in the sixth table, The predetermined ID is specified, the specified predetermined ID is collated with the seventh table, information corresponding to the corresponding report description item and the corresponding description content of the seventh table is further set in the corresponding format, and the report is It may be generated.

  In the maintenance work support method of the present embodiment, the information processing apparatus stores, in the storage device, a fourth table that stores at least maintenance users for each maintenance target device and maintenance history for the predetermined event, and the maintenance target device and the device use A sixth table that associates a problem identification standard for a predetermined operation content related to the person and the maintenance target device with a predetermined ID, and a seventh table that defines a correspondence relationship between the predetermined ID, the report description item, and the description content In the third table, the person in charge of the maintenance target device and the predetermined ID and the report application route are stored in association with each other, and when the report is generated, the analysis result is specified in the predetermined maintenance target device. When the occurrence of an event is indicated, the device user specified for the maintenance target device in the fourth table and the operation indicated by the analysis result When the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, and the specified predetermined ID is compared with the seventh table. The information corresponding to the corresponding report description item and the corresponding description content of the seventh table is further set in the corresponding format to generate the report, and when specifying the application route, information on the person in charge of managing the maintenance target device The specified predetermined ID may be collated with the third table to specify the application route of the corresponding report, and the report may be transmitted to the information processing apparatus indicated by the specified application route.

  In the maintenance work support method of the present embodiment, when the information processing apparatus identifies the necessity of the draft when generating the report, the predetermined event information included in the analysis result satisfies a predetermined condition. If it is determined whether the predetermined condition is satisfied and a determination result indicating that the predetermined condition is satisfied is obtained, a process of waiting until a predetermined timing for collating a new analysis result with the first table is performed without shifting to the subsequent procedure. When a series of procedures from the necessity specification of the draft to the standby is repeated a predetermined number of times, the process of generating the report, specifying the application route, and transmitting the report may be executed.

  In the maintenance work support method of the present embodiment, when the information processing apparatus identifies the necessity of the draft when generating the report, the predetermined event information included in the analysis result satisfies a predetermined condition. Processing for determining whether or not the predetermined condition is satisfied and obtaining a determination result that the predetermined condition is satisfied, without transmitting to a subsequent procedure, and transmitting a diagnosis command related to the predetermined event indicated by the analysis result to the maintenance target device When the diagnosis result obtained from the maintenance target device according to the diagnosis command matches a predetermined condition, the process of generating the report, specifying the application route, and transmitting the report is executed. You may do that.

  Further, in the maintenance work support method of the present embodiment, the information processing apparatus starts the transmission of the device operation data to the maintenance work support system by the maintenance target equipment, and the maintenance work support. The system and a process of notifying the output device or the predetermined terminal, as the application status information, together with the information of the specified application route, the process of information exchange between at least one of the actors of the predetermined terminal of the manager Further, it may be executed.

10 communication network 100 device management server (maintenance work support system)
101 storage device 102 program 103 memory 104 arithmetic device 105 input device 106 output device 107 communication device 110 device communication unit 120 storage unit 1201 device operation data 1202 operation data analysis result 1203 report draft reference table (first table)
1204 Report format 1205 Report description table (second table)
1206 Device information table (fourth table)
1207 Report description maintenance history reflection table (fifth table)
1208 Degradation index reference condition table 1209 Degradation index table (sixth table)
1210 Report description deterioration index reflection table (seventh table)
1211 Report application route table (third table)
1212 Generated report 130 Operation data analysis unit 140 Report draft determination unit 150 Report generation unit 160 Report notification unit 170 Electronic application management unit 180 Data update unit 200 Device 300 Administrator terminal 400 Maintenance staff terminal 500 Approver terminal

Claims (14)

Defines the correspondence between the first table that defines the criteria for drafting reports on maintenance target devices in association with the analysis results of device operation data, and the items described in each format report and the analysis result items A storage device that stores the second table, a third table that defines the person in charge of the maintenance target device and the report application route in association with each other;
When the analysis result based on the device operation data of the maintenance target device is collated with the first table and the necessity of drafting for the report of the predetermined format is specified, the contents to be set in the report of the corresponding format are A process for generating a report by specifying predetermined information of the analysis result in the format of the corresponding report specified in the second table according to the specified content, and information on a person in charge of managing the maintenance target device An arithmetic device that performs processing for identifying an application route of a corresponding report by collating with a table and transmitting the report to an information processing device indicated by the identified application route;
A maintenance work support system characterized by comprising: The storage device
The fourth table storing at least the maintenance history for the predetermined event of each maintenance target device, and the report description corresponding to the correspondence between the predetermined event indicated by the analysis result of the maintenance target device and the maintenance history regarding the corresponding event in the fourth table And further stores a fifth table defining items and description contents;
The arithmetic unit is:
When generating the report, the identification information of the maintenance target device indicated by the analysis result is collated with the fourth table to identify the maintenance history information of the corresponding maintenance target device, the identified maintenance history, and the maintenance target device When the relationship with the information on the predetermined event indicated by the analysis result of the above corresponds to the correspondence defined by the fifth table, the information corresponding to the corresponding report description item and the corresponding description content of the fifth table is further added to the corresponding format. Set and generate the report,
The maintenance work support system according to claim 1, wherein: The storage device
Corresponding to a predetermined ID is a fourth table storing at least a maintenance history for a device user and a predetermined event of each maintenance target device, and a problem identification standard of a predetermined operation content related to the maintenance target device, the device user, and the corresponding maintenance target device. A sixth table attached, and a seventh table that defines the correspondence between the predetermined ID, the report description item, and the description content;
The arithmetic unit is:
When generating the report, if the analysis result indicates the occurrence of a specific event in a predetermined maintenance target device, the device user specified for the maintenance target device in the fourth table and the operation content indicated by the analysis result When the analysis result is matched with the sixth table, and the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, the specified predetermined ID is compared with the seventh table, and the The report is generated by further setting the information corresponding to the corresponding report description item and the corresponding description content of the seven tables in the corresponding format.
The maintenance work support system according to claim 1, wherein: The storage device
Corresponding to a predetermined ID is a fourth table storing at least a maintenance history for a device user and a predetermined event of each maintenance target device, and a problem identification standard of a predetermined operation content related to the maintenance target device, the device user, and the corresponding maintenance target device. And a seventh table that defines the correspondence between the predetermined ID and the report description item and the description content, and in the third table, the person in charge of the maintenance target device and the predetermined ID The report application route is stored in association with it,
The arithmetic unit is:
When generating the report, if the analysis result indicates the occurrence of a specific event in a predetermined maintenance target device, the device user specified for the maintenance target device in the fourth table and the operation content indicated by the analysis result When the analysis result is matched with the sixth table, and the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, the specified predetermined ID is compared with the seventh table, and the Generate the report by further setting the information corresponding to the corresponding report description item and the corresponding description content of 7 tables to the corresponding format,
When identifying the application route, information on the person in charge of maintenance of the maintenance target device and the identified predetermined ID are collated with the third table, the application route of the corresponding report is identified, and the identified application route is identified. Is sent to the information processing device indicated by
The maintenance work support system according to claim 1, wherein: The arithmetic unit is:
When generating the report, when the necessity of the draft is specified, it is determined whether information on a predetermined event included in the analysis result satisfies a predetermined condition, and a determination result indicating that the predetermined condition is satisfied If it is obtained, a series of procedures from the necessity specification of the draft to the standby are further executed without further shifting to the subsequent procedure, and further executing a process of waiting until a predetermined timing for collating a new analysis result with the first table. When the process is repeated a predetermined number of times, the processes of generating the report, specifying the application route, and transmitting the report are executed.
The maintenance work support system according to claim 1, wherein: The arithmetic unit is:
When generating the report, when the necessity of the draft is specified, it is determined whether information on a predetermined event included in the analysis result satisfies a predetermined condition, and a determination result indicating that the predetermined condition is satisfied If it is obtained, a process for transmitting a diagnostic command related to a predetermined event indicated by the analysis result is further executed to the maintenance target device without going to the subsequent procedure, and from the maintenance target device according to the diagnostic command. When the obtained diagnosis result matches a predetermined condition, the process of generating the report, specifying the application route, and transmitting the report is executed.
The maintenance work support system according to claim 1, wherein: The arithmetic unit is:
Between each actor of at least one of the maintenance target device, the maintenance service support system, and the predetermined terminal of the manager in charge, starting from transmission processing of the device operation data to the maintenance service support system by the maintenance target device In addition, the process of notifying the output device or the predetermined terminal as the application status information, together with the information of the specified application route, is further executed.
The maintenance work support system according to claim 1, wherein: Defines the correspondence between the first table that defines the criteria for drafting reports on maintenance target devices in association with the analysis results of device operation data, and the items described in each format report and the analysis result items An information processing apparatus including a storage device that stores the second table, and a third table that associates and defines the person in charge of the maintenance target device and the report application route,
When the analysis result based on the device operation data of the maintenance target device is collated with the first table and the necessity of drafting for the report of the predetermined format is specified, the contents to be set in the report of the corresponding format are A process for generating a report by specifying predetermined information of the analysis result in the format of the corresponding report specified in the second table according to the specified content, and information on a person in charge of managing the maintenance target device The application route of the corresponding report is identified by collating with the table, and the process of transmitting the report to the information processing device indicated by the identified application route is executed.
A maintenance work support method characterized by that. The information processing apparatus is
In the storage device, the correspondence between the fourth table storing at least the maintenance history for the predetermined event of each maintenance target device, the predetermined event indicated by the analysis result of the maintenance target device, and the maintenance history regarding the corresponding event in the fourth table And further store a report description item and a fifth table that defines the description content according to
When generating the report, the identification information of the maintenance target device indicated by the analysis result is collated with the fourth table to identify the maintenance history information of the corresponding maintenance target device, the identified maintenance history, and the maintenance target device When the relationship with the information on the predetermined event indicated by the analysis result of the above corresponds to the correspondence defined by the fifth table, the information corresponding to the corresponding report description item and the corresponding description content of the fifth table is further added to the corresponding format. Set up to generate the report,
The maintenance work support method according to claim 8, wherein: The information processing apparatus is
In the storage device, a fourth table storing at least a maintenance history for a device user of each maintenance target device and a predetermined event, a problem identification standard for a predetermined operation content regarding the maintenance target device, the device user, and the maintenance target device, A sixth table that associates the predetermined ID with the predetermined ID, and a seventh table that defines the correspondence between the predetermined ID, the report description item, and the description content;
When generating the report, if the analysis result indicates the occurrence of a specific event in a predetermined maintenance target device, the device user specified for the maintenance target device in the fourth table and the operation content indicated by the analysis result When the analysis result is matched with the sixth table, and the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, the specified predetermined ID is compared with the seventh table, and the The corresponding report description item and the information corresponding to the corresponding description content of 7 tables are further set in the corresponding format to generate the report.
The maintenance work support method according to claim 8, wherein: The information processing apparatus is
In the storage device, a fourth table storing at least a maintenance history for a device user of each maintenance target device and a predetermined event, a problem identification standard for a predetermined operation content regarding the maintenance target device, the device user, and the maintenance target device, Is stored in the sixth table that associates the predetermined ID with the predetermined ID, and a seventh table that defines the correspondence between the predetermined ID, the report description item, and the description content. And storing the predetermined ID and the report application route in association with each other,
When generating the report, if the analysis result indicates the occurrence of a specific event in a predetermined maintenance target device, the device user specified for the maintenance target device in the fourth table and the operation content indicated by the analysis result When the analysis result is matched with the sixth table, and the analysis result satisfies the problem specification criteria in the sixth table, the corresponding predetermined ID is specified, the specified predetermined ID is compared with the seventh table, and the Generate the report by further setting the information corresponding to the corresponding report description item and the corresponding description content of 7 tables to the corresponding format,
When identifying the application route, information on the person in charge of maintenance of the maintenance target device and the identified predetermined ID are collated with the third table, the application route of the corresponding report is identified, and the identified application route is identified. To the information processing device indicated by
The maintenance work support method according to claim 8, wherein: The information processing apparatus is
When generating the report, when the necessity of the draft is specified, it is determined whether information on a predetermined event included in the analysis result satisfies a predetermined condition, and a determination result indicating that the predetermined condition is satisfied If it is obtained, a series of procedures from the necessity specification of the draft to the standby are further executed without further shifting to the subsequent procedure, and further executing a process of waiting until a predetermined timing for collating a new analysis result with the first table. When the above is repeated a predetermined number of times, the processes of generating the report, specifying the application route, and transmitting the report are executed.
The maintenance work support method according to claim 8, wherein: The information processing apparatus is
When generating the report, when the necessity of the draft is specified, it is determined whether information on a predetermined event included in the analysis result satisfies a predetermined condition, and a determination result indicating that the predetermined condition is satisfied If it is obtained, a process for transmitting a diagnostic command related to a predetermined event indicated by the analysis result is further executed to the maintenance target device without going to the subsequent procedure, and from the maintenance target device according to the diagnostic command. When the obtained diagnosis result matches a predetermined condition, the process of generating the report, specifying the application route, and transmitting the report is executed.
The maintenance work support method according to claim 8, wherein: The information processing apparatus is
Between each actor of at least one of the maintenance target device, the maintenance service support system, and the predetermined terminal of the manager in charge, starting from transmission processing of the device operation data to the maintenance service support system by the maintenance target device Further executing a process of notifying the output device or the predetermined terminal as the application status information, together with the information of the specified application route, in the process of information transfer in
The maintenance work support method according to claim 8, wherein: