JP2019008430A - Housing equipment repair work support system - Google Patents

Abstract

To provide a housing equipment repair work support system capable of providing quick repair.SOLUTION: A housing equipment repair work support system X includes a center server A for data management/control and a group of diagnosis object devices B1 to Bm as housing equipment having sensors for sensing states of water sections. Upon detection of outlier data being candidate abnormal data in sensing by the sensors, the group of diagnosis object devices transmits the outlier data. When the center server receives the outlier data, a diagnostic data agent management unit compares a range of abnormal values stored in a diagnostic DB with the outlier data to determine whether the outlier data is abnormal data or not and searches in a diagnostic master database with abnormal data depending on an object product ID as a search key to attempt acquisition of repair information for the group of diagnosis object devices and sends back the repair information to the group of diagnosis object devices.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a repair work support system, and more particularly to a repair work support system for house equipment.

  Currently, maintenance of housing equipment is performed in such a form that a call center accepts a failure (abnormality) notification from a user, and a repair engineer rushes to the site for inspection and repair. At that time, field work that applies portable data devices such as tablet terminals to detailed data input such as user information, repair information (Before / After field photo), replacement parts information, payment information, etc. for failure (abnormality) It is common to use a support system (hereinafter referred to as an existing system) for data linkage to a sales management system.

  For example, in Patent Document 1, in the repair of house and non-residential plumbing equipment that requires on-site repair, the server grasps the progress information of the completion of the repair work immediately after the work is completed, and a failure or malfunction that occurs in the equipment Detailed information such as the status of repairs and details of repair work.

Japanese Patent Laid-Open No. 2005-108020

  However, the starting point for repair engineers to rush to the site is only after a rescue request from the user. In addition, as aging progresses in the future, there is a high possibility that the number of users who can accurately convey symptoms will decrease.

  Furthermore, the number of inspection visits by repair engineers has increased, and only temporary provisions are implemented on that day, and permanent measures are implemented again on another day, which tends to increase the time required from reception to completion of repairs. As a result, the situation where the user waits depending on the schedule of the repair engineer or the replacement of the repair engineer is unavoidable.

On the other hand, there is an inevitable problem in using the above-described existing system.
For example, the amount of data input such as user information / repair information (site photos) / replacement parts information / payment information, matters to be communicated to the head office department, etc. will increase the IT literacy of the repair engineer on CS, There is a problem that it is necessary to make a decision to distribute the response according to the network communication situation in a place where radio waves do not reach, and it takes time and effort other than the original work.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a repair work support system for house equipment that enables quick repair.

  According to one aspect of the present invention, a home equipment repair work support system including a center server that manages / controls data and a diagnosis target equipment group that is a home equipment that includes a sensor that senses a water condition. When the device to be diagnosed detects outlier data that is a candidate for abnormal data designated within a predetermined range in sensing by the sensor, the center server transmits the outlier data to the center server, When the outlier data is received, the diagnostic data agent management unit compares the outlier data with the abnormal value range stored in the diagnosis DB to determine whether the outlier data is abnormal data. When the outlier data is abnormal data, the diagnosis master database is used to search the abnormal data depending on the target product ID as a search key. The housing equipment repair is characterized by returning the repair information to the diagnosis target device group when the repair information can be acquired by trying to acquire the repair information of the diagnosis target device group by searching for A work support system is provided.

  With the above-described configuration, the mechanism that reports the outlier that can be a sign of an abnormality to the center from the home equipment side when the sensor detects the abnormality, it is possible to detect the abnormality with higher accuracy and to respond quickly thereafter.

When the outlier data is detected, sensing by the sensor may be continued. Thereby, it is possible to know the tendency of the outlier approaching or moving away from the abnormal data range.
It is preferable that the sensor is a sensor that monitors the amount of water and water pressure of the household equipment.

  It is preferable that the center server stores the repair information in a repair history DB when the repair information can be acquired.

  If the repair information cannot be acquired, the center server may attempt to acquire the repair information in cooperation with an existing call center reception system.

  The diagnosis target device may be provided with an ON / OFF switch for sensing by the sensor in order to protect personal information. Thereby, personal information can be protected.

  According to another aspect of the present invention, a home equipment repair work support having a center server that manages / controls data, and a diagnosis target equipment group that is a home equipment that includes a sensor that senses the state of water. In the housing equipment repair work support method using a system, the device group to be diagnosed detects outlier data that is a candidate for abnormal data in sensing by the sensor, and transmits the outlier data to the center server, When the center server receives the outlier data, the diagnostic data agent management unit compares the outlier data with the abnormal value range stored in the diagnosis DB, and determines whether the outlier data is abnormal data. If the outlier data is abnormal data, the diagnostic master database is searched to repair the device group to be diagnosed. Attempts to acquire a broadcast, if acquired the repair information, the repair information, housing equipment repairs support wherein the reply to the diagnostic target device group is provided.

  The present invention may be a program for causing a computer to execute the above-described housing equipment repair work support method, or may be a computer-readable recording medium storing the program.

  ADVANTAGE OF THE INVENTION According to this invention, a quick repair of housing equipment is attained.

It is a functional block diagram which shows the example of 1 structure of the housing equipment repair work assistance system by one embodiment of this invention. It is a figure which shows the content of data stored in each DB by the side of a center, and a representative data item name. It is a flowchart figure which shows an example of the flow of a process by the diagnostic object apparatus side. It is a flowchart figure which shows an example of the flow of a process by the center side.

  Hereinafter, a house equipment repair work support system according to an embodiment of the present invention will be described in detail with reference to the drawings.

  FIG. 1 is a functional block diagram showing a configuration example of a housing equipment repair work support system according to the present embodiment.

  As shown in FIG. 1, the home equipment repair work support system X includes a center server A that manages / controls data, and a diagnosis target equipment B1, which is a home equipment provided for each home equipment or in each building. B2,..., Bm (collectively referred to as a housing equipment group B).

  The center server A includes a processing unit 51, communication units 53 and 55, and a database (DB) unit 57.

  The processing unit 51 includes an agent execution unit 61 that performs processing on behalf of the administrator, a diagnostic data agent management unit 67, a diagnostic data abnormality notification unit 71, a security warning unit 73, and a diagnostic data collection timer unit 75. The agent execution unit 61 includes a diagnostic data collection agent 63 and a monitoring agent 65. The diagnostic data collection agent 63 performs processing for collecting diagnostic data, and the monitoring agent 65 monitors the appearance of abnormal values and the like.

  The DB unit 57 includes a user DB unit 57-1 for storing attributes and the like for each user, a target device DB 57-2 for storing specifications of the target device, a diagnosis DB 57-3, a program for performing diagnosis, and the like. A diagnostic master DB 57-4 and a repair history DB 57-5 are stored.

  The diagnosis target device Bm includes a processing unit 3, a DB unit 11, a communication unit 5b such as NFC, a monitor display unit 6, and an ON / OFF changeover switch unit 7.

  The processing unit 3 includes an agent execution unit 31 that executes processing, a diagnostic data analysis unit 33 that analyzes diagnostic data, a diagnostic data collection timer unit 35 that manages time for collecting diagnostic data, and agent management that manages agents Unit (sensing unit) 37, diagnostic data abnormality monitoring unit 39 that monitors the appearance of outliers, security management unit 41 that manages the security of the processing unit, and monitor control unit 43 that controls the display monitor ing. The agent execution unit 31 includes self-diagnosis agents 31-1 to 31-n that diagnose self-abnormalities, a cyclic data collection agent 31a that periodically collects data, and a monitoring agent 31b that monitors abnormalities. ing.

  The DB unit 11 includes user data 11-1 for storing user attributes, target device data 11-2 for storing specifications of target devices, diagnostic data 11-3, a program for performing diagnosis, and the like. It has a diagnostic master DB 11-4 for storing, and repair history data 11-5 for storing repair information on processing of the target device.

  Furthermore, although the configuration is arbitrary, the center server A may be associated with the existing call center reception system 81 and the existing sales management system 83 through a network connection or the like.

  Further, the housing equipment group B may be associated with an existing portable (portable) field work support system 85 (85-1 to 85-k) through a network connection or the like.

  FIG. 2 is a diagram showing the contents of data stored in each DB on the center server A side and representative data item names.

  The user DB 57-1 is a DB that stores user information for purchasing the target device. The user information is, for example, for a user No (ID), name, address, telephone number (TEL), target device No, purchase date, and construction date.

  The target device DB 57-2 is a master DB that stores detailed information of the target device. The detailed information of the target device includes, for example, a target device No, a manufacturing No, a manufacturing LOT No, a product name, and a production factory No.

  The diagnosis DB 57-3 is a DB that stores the diagnosis result of the target device. For example, user No., target device No., diagnosis date, diagnosis result code, diagnosis result, and the like are included.

  The diagnosis master DB 57-4 is a master DB that stores repair information (a method for coping with troubles) of the target device. The contents of the data are, for example, the target device No., diagnosis code, diagnosis method, and the like.

  The repair history DB 57-5 is a DB in which the repair history of the target device is stored for each user. Examples of stored data include a user number, a target device number, a repair code, repair details, a repair date, engineer information in charge, and the like.

On the other hand, the database on the diagnosis target device side is as follows.
The user data 11-1 is user data for purchasing the target device.
The target device data 11-2 is detailed data of the target device.
The diagnosis data 11-3 is diagnosis result data of the target device.
The diagnosis master data 11-4 and the repair history data 11-5 are the same as those on the center side.

  FIG. 3 is a flowchart illustrating an example of a process flow on the diagnosis target device side. As shown in FIG. 3, when the process is started, it is confirmed in steps S1 and S2 that the ON / OFF changeover switch unit 7 is ON. As shown in step S2, if the ON / OFF changeover switch unit 7 is ON (yes), the sensor measurement of the agent management unit (sensing unit) 37 is performed as in step S3. If No in step S2, the process ends.

  In step S4, the value of the sensor of the agent management unit (sensing unit) 37, for example, if the house equipment is a water supply device, the amount of water, the water pressure, etc. are within an allowable range (a range that can be considered normal). That is, it is determined whether or not the data is outliers. Outlier data includes a range of abnormal data and a range close to an abnormal value that is unknown whether it is abnormal, and can be said to be a so-called abnormal data candidate. If the housing equipment is an air conditioner or the like, it is determined whether or not the air volume, wind pressure, temperature, and the like are within an allowable range.

  If No in step S4, the device can be regarded as normal, and the process returns to step S3. If Yes, it is determined that there is a possibility that the device is abnormal, so the process proceeds to step S5, and the outlier data is registered in the diagnostic data 11-3. Further, in step S6, the outlier data is transmitted to the center server A via the communication unit 5a. Further, for example, in step S7, the diagnosis target device is displayed on the monitor display unit 6 and the process returns to step S1.

  Note that the monitor display process is a process of displaying a phenomenon code and contents so that a user or a repair engineer can visually confirm a diagnosis result, for example.

  Next, the processing on the center server A side will be described with reference to FIG. When the process is started and the outlier data is received from the diagnosis target device side via the communication unit 53 in step S11, the diagnosis data agent management unit 67 in step S12 stores the abnormal value stored in the diagnosis DB 57-3. The range and outlier data are compared to determine whether the outlier data is true abnormal data. If No, the process proceeds to step S19, and the diagnosis result is stored in the diagnosis DB 57-3 together with the user No, the target device No, the diagnosis date, and the diagnosis result code, and the process ends.

Here, the relationship between outliers and normal / abnormal data will be described as an example.
For example, a case where a water pressure monitor is attached will be described. It is assumed that the normal range of the water pressure of the target house equipment is 3 kPa or more. Further, it is assumed that the abnormal value of the water pressure of the target device in the diagnosis master DB is 2.5 kPa or less.

  And when monitoring with a water pressure monitor, when an outlier of 2.2 kPa is detected, it is determined that the outlier is an abnormal value, and when an outlier of 3.8 kPa is detected. It can be determined that the outlier is not an abnormal value.

  In addition, when the value of 2.8 kPa is detected in the water pressure monitor, detection of the water pressure is continued over time, and if the water pressure tends to decrease from 2.8 kPa, it may become abnormal data. It is better to continue the process.

  It should be noted that the outlier detected on the diagnosis target device side may coincide with the range of abnormal values recognized on the center side. In this case, since the recognition on the diagnosis target device side and the center side always coincide, it is sufficient to determine whether the value is an abnormal value.

  If it is determined in step S12 that the outlier is abnormal data (Yes), the diagnosis result is stored in the diagnosis DB 57-3 together with the user No., target device No., diagnosis date, and diagnosis result code.

  Although the following exchange with the existing call center is arbitrary, in step S14, the existing call center reception system 81 is notified of abnormal data and the like, and in step S15, the existing call center reception system 81 receives abnormal data and the like.

  Subsequent to step S13, through the arbitrary processing of steps S14 and S15, in step S16, the diagnosis data agent management unit 67 searches the diagnosis master DB 57-4, and repair information on the target device (a method of coping with trouble, etc.) Etc.). If the repair information can be acquired (Yes), the process proceeds to step S17, and the repair information is stored in the repair history DB 57-5. If No in step S16, the process returns to step S15.

Next, in step S18, the repair information is returned to the diagnosis target device on the user side as repair history data.
The processing from step S11 to S18 is repeated.

  In addition, when the repair information regarding abnormal data is obtained in the existing call center reception system 81 and the existing sales management system 83 as the repair information, the obtained information may be used. Furthermore, the existing call center reception system 81 and the existing sales management system 83 side can utilize the function of the center server A in the existing repair environment, and the information obtained in the existing repair environment can be used in this implementation. It can also be used in a housing equipment repair work support system in the form of.

  Also, depending on the degree of outlier detection that has been detected, it is possible to make use of the history information even in the operation of an existing system by leaving a history of what actions have been taken.

  Therefore, a synergistic effect in early response can be expected by cooperation between the system according to the present embodiment and the existing system.

  A repair method is determined by detecting repair information from the abnormal data. For example, prepare a correspondence table indicating the correspondence between the repair method accumulated so far, the corresponding product ID specified by the product code, production number, production lot, etc., and the abnormal data value-repair information. Using the corresponding product ID specified by the production number, production lot, etc. as a search key, the correspondence table for the abnormal data is searched, and if the repair information can be acquired, the process proceeds to the subsequent processing.

As described above, according to the present embodiment, the following processing can be performed.
(1) The IoT remote monitoring device built in the housing equipment and capable of communicating with the center server A side operates.
(2) On the center server A side, centralized data management / control regarding the user / diagnosis target device B is performed.
(3) The IoT remote monitoring device (sensor or the like) performs periodic diagnosis / analysis of the target device using a sensor and a timer.
(4) Diagnostic / analysis information is transmitted to the center server A side using an abnormality detection (outlier detection) of the IoT remote monitoring device as a trigger.
(5) The information (outlier) of (4) above is registered in the diagnosis DB on the center server A side, and the result of the remote diagnosis is notified to the user of the target device.
(6) When inspection / repair is performed, the information of the remote monitoring device may be taken into the existing system.
(7) Register to the repair history DB on the center side via the existing system, and transmit / register this information to / from the IoT remote monitoring device.

  Note that communication is widely available and a secure communication technology such as a home / facility WiFi device can be employed. Further, the IoT remote monitoring device may be provided with an ON / OFF switch for protecting personal information.

  As described above, when an outlier that may be a sign of an abnormality in a home equipment is detected, a notification is sent to the management center to determine whether the outlier is actually abnormal or to detect a sensing value. It is possible to determine whether or not the value approaches an abnormal value while observing the time change.

With the above configuration, the following effects can be obtained.
In other words, the following effects can be expected by the mechanism to change from “HELP ME to HELP YOU”.
(1) User: There is no need for trouble when a failure / abnormality occurs, and the abnormality can be improved in the shortest period.
(2) Call center side: As a starting point for information dissemination, it becomes easier to set up a system such as staffing.
(3) Repair engineer: It is possible to greatly improve existing system input operations. The number of repair engineer visits to homes per day will increase, leading to an increase in income.
(4) Product provider: Possible to deal with failure / abnormality / complaints of the prior (from product out to market in)
In addition, the lead time from reception to repair completion can be shortened, correct product usage data can be acquired, and useful information can be provided to R & D and production units.

  It is necessary to make a decision to sort the response according to the network communication situation in a depopulated area or a place where radio waves do not reach. For example, the IoT remote device can provide information to the smartphone by Bluetooth or beacon from the IoT remote device to a person who has a smartphone or the like even in a remote place. In a depopulated area or a place where radio waves do not reach, store data in a smartphone or relay station as a relay station, and send the stored data to the center when communication is possible. It is good to make it.

  The processing and control can be performed by software processing by CPU (Central Processing Unit) or GPU (Graphics Processing Unit), ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate) hardware hardware.

  In the above-described embodiment, the configuration and the like illustrated in the accompanying drawings are not limited to these, and can be changed as appropriate within the scope of the effects of the present invention. In addition, various modifications can be made without departing from the scope of the object of the present invention.

  Each component of the present invention can be arbitrarily selected, and an invention having a selected configuration is also included in the present invention.

  The present invention can be used for a housing equipment repair work support system.

X: Housing equipment repair work support system, A: Center server for managing / controlling data, B1, B2,..., Bm ... Diagnosis target device, 51 ... Processing unit, 53, 55 ... Communication unit, 57 ... Database ( DB) unit, 61 ... agent execution unit, 63 ... diagnostic data collection agent, 65 ... monitoring agent, 67 ... diagnostic data agent management unit, 71 ... diagnostic data abnormality notification unit, 73 ... security warning unit, 75 ... diagnostic data collection timer Department.

Claims (7)

A home equipment repair work support system comprising: a center server that manages / controls data; and a diagnosis target equipment group that is a home equipment having a sensor that senses the condition of water.
The diagnostic target device group is:
When detecting outlier data that is a candidate for abnormal data designated within a predetermined range in sensing by the sensor, the outlier data is transmitted to the center server,
The center server is
When the outlier data is received, the diagnostic data agent management unit compares the outlier data with a range of abnormal values stored in the diagnosis DB to determine whether the outlier data is abnormal data, When the outlier data is abnormal data, the diagnostic master database having repair information corresponding to the abnormal data is searched using the abnormal data depending on the target product ID as a search key, and the repair information of the diagnostic target device group If the repair information can be acquired, the repair information is returned to the diagnosis target device group. The sensor is
2. The home equipment repair work support system according to claim 1, which is a sensor for monitoring the amount of water and water pressure of the home equipment.   The housing equipment repair work support system according to claim 1 or 2, wherein sensing by the sensor is continued when the detachment data is detected.   The housing equipment repair work support system according to any one of claims 1 to 3, wherein the center server stores the repair information in a repair history DB when the repair information can be acquired.   The said center server tries the acquisition of the said repair information in cooperation with the existing call center reception system, when the said repair information cannot be acquired, The household equipment repair of any one of Claim 1 to 4 Work support system. The diagnostic target device group is:
The housing equipment repair work support system according to any one of claims 1 to 5, further comprising an ON / OFF switching switch for sensing by the sensor for personal information protection. Housing equipment repair work support using a housing equipment repair work support system having a center server that manages / controls data and a device group to be diagnosed that is a housing equipment having a sensor that senses the condition of water A method,
The diagnostic target device group is:
When detecting outlier data that is a candidate for abnormal data in sensing by the sensor, the outlier data is transmitted to the center server,
The center server is
When the outlier data is received, the diagnostic data agent management unit compares the outlier data with a range of abnormal values stored in the diagnosis DB to determine whether the outlier data is abnormal data, If the outlier data is abnormal data, the diagnostic master database is searched to obtain the repair information of the device group to be diagnosed. If the repair information can be acquired, the repair information is used as the diagnosis information. Residential equipment repair work support method characterized by returning to target equipment group.

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