JP2019020810A - Maintenance support method, and maintenance support program - Google Patents

Abstract

To provide a maintenance support method capable of supporting appropriate maintenance of a product at the installation location, and a maintenance support program.SOLUTION: The maintenance support method comprises the steps of: inputting a piece of failure information relevant to a product by a failure information input part 11; extracting a corresponding action associated with a failure identified via the failure information by a corresponding action extraction part 12 while referring to a piece of failure correction data 51; and outputting a piece of work procedure information, which explains the extracted work procedure by presenting the work procedure extracted and associated with the corresponding action by the corresponding action extraction part 12, by a work procedure output part 13 while referring to a piece of work procedure data 52.SELECTED DRAWING: Figure 2

Description

  The present invention relates to a maintenance support method and a maintenance support program.

Conventionally, as a method for supporting the maintenance of products such as home appliances, for example, a web page for after-sales service of a product has been established, and a product malfunction (failure, abnormality, etc.) has occurred on a user terminal accessing this web page. There has been proposed a method for displaying a countermeasure image for solving the problem (for example, see Patent Document 1).
In the method described in Patent Document 1, a plurality of predetermined questions are asked to the user, and a diagnostic image of a defect estimated from the user's answer is displayed on the user's terminal. And if a user's affirmation confirmation is obtained with respect to this diagnostic image, the countermeasure image corresponding to the diagnostic image is displayed on a user's terminal.

JP 2002-109096 A

In the invention described in the above-mentioned Patent Document 1, there is a case where the defect estimated from the user's answer is different from the actually occurring defect. In this case, a countermeasure image cannot be obtained. Contact the seller or manufacturer to request repairs. Then, the maintenance worker visits the user's home and performs product maintenance (inspection, repair, etc.). However, if the maintenance worker is unfamiliar with the handling of the target product, the maintenance worker refers to a vast amount of materials such as a service manual to search for the cause of the failure and its countermeasures, and further determine the work procedure for the countermeasures. Must understand. For this reason, it may be difficult to quickly complete the maintenance at the location of the product.
The present invention has been made in view of such a background, and an object of the present invention is to provide a maintenance support apparatus and a maintenance support program that can support the prompt maintenance of a product at the location of the product.

  In order to solve the conventional problem, the maintenance support method of the present invention is to solve a defect information input step of inputting defect information related to a product by a terminal device and a plurality of defects that may occur in the product. A corresponding action extracting step for extracting a corresponding action associated with the defect specified by the defect information with reference to the defect handling data associated with the corresponding countermeasure action, and a plurality of corresponding actions included in the defect handling data The work procedure associated with the corresponding action extracted by the corresponding action extracting step is extracted with reference to the work procedure data in which the work procedure for executing each corresponding action is associated with the extracted work procedure. A work procedure output step for outputting work procedure information for explaining the above.

  As a result, when a user of the terminal device (product maintenance worker, etc.) who visited the location of the product recognizes a defect occurring in the product and inputs the defect information to the terminal device, a defect information input step On the basis of the defect information input by the above, a countermeasure for eliminating the defect is extracted by the countermeasure extraction step.

  Then, in the work procedure output step, the work procedure associated with the corresponding action is extracted, and work explanation information describing the work procedure is output. A maintenance worker or the like can quickly perform a work for solving the problem by a correct procedure with reference to the work explanation information output in this way. As described above, according to the present invention, it is possible to support prompt maintenance of the product at the location of the product.

  According to the maintenance support method and the maintenance support program of the present invention, the maintenance worker who visits the location of the product recognizes the countermeasure and the work procedure for solving the malfunction occurring in the product. Thus, it is possible to support the prompt maintenance of the product at the location.

Explanatory drawing of the situation which carries out the maintenance of the product installed in the house. The block diagram of the tablet-type terminal device with which the maintenance assistance method of this invention and the program for maintenance assistance are performed. Explanatory drawing of the data for a maintenance hold | maintained at the memory | storage part of the terminal device. Explanatory drawing of the moving image data explaining the work procedure of the corresponding | compatible apparatus for eliminating the malfunction of a product. Explanatory drawing of a model top screen. Explanatory drawing of an error code list screen. The flowchart of the maintenance assistance process performed by a terminal device. Explanatory drawing of a corresponding treatment extraction screen. Explanatory drawing of a work procedure screen. Explanatory drawing of a maintenance location designation screen. Explanatory drawing of a parts tree screen. Explanatory drawing of a sub process list screen when sub process 1 is selected. Explanatory drawing of a sub process list screen when sub process 6 is selected.

A first invention is a maintenance support method implemented by a terminal device, a defect information input step for inputting defect information related to a product, and a countermeasure for solving each defect in a plurality of defects that may occur in the product And a corresponding action extracting step for extracting a corresponding action associated with the defect specified by the defect information, and a plurality of corresponding actions included in the defect handling data. A work procedure associated with the corresponding action extracted in the corresponding action extraction step is extracted with reference to work procedure data associated with the work procedure for performing the action, and the extracted work procedure will be described. A work procedure output step for outputting work procedure information.
According to the first invention, in the defect information input step, when defect information related to the product is input by a user of the terminal device (product maintenance worker, etc.), the countermeasure action extracting step is used to eliminate the defect. Response actions are extracted. Then, in the work procedure output step, the work procedure associated with the corresponding action is extracted, and work explanation information describing the work procedure is output. A maintenance worker or the like can easily understand the work procedure of the countermeasure for resolving the product defect by recognizing the work explanation information. Therefore, it is possible to support the prompt maintenance of the product at the location.

In the second invention, in particular, in the defect information input step in the first invention, identification information individually assigned to a plurality of defects that may occur in the product is input as the defect information.
According to the second aspect of the invention, the user of the terminal device can provide identification information individually assigned to the defect, such as an error code output from the product when the defect occurs and a typical defect name of the product. By inputting as defect information, it is possible to obtain work explanation information of countermeasures for solving the defect.

In the third invention, in particular, in the defect information input step in the first invention or the second invention, measurement data relating to the operation of the product measured in the product is input as the defect information.
According to the third invention, the user of the terminal device can obtain the operation explanation information of the countermeasure for solving the problem by inputting the measurement data regarding the operation of the product as the defect information.

In the fourth invention, in particular, the defect information input step according to any one of the first to third inventions displays a product configuration diagram representing a plurality of components constituting the product on a display, In response to the first selection operation of any one of the component parts in the product structure diagram, an exploded structure diagram in which the selected component part is disassembled stepwise is displayed on the display, and the user in the disassembled structure diagram in the disassembled structure diagram is displayed. In accordance with the selection operation 2, a target part determination step for determining a part to be maintained is included, and the name of the part determined in the target part determination step is input as the defect information.
According to the fourth aspect of the invention, the maintenance worker or the like obtains the operation explanation information for solving the problem by determining the parts to be maintained by the product configuration diagram and the exploded configuration diagram in the target component determination step. Can be obtained.

In the fifth aspect of the invention, in particular, when a plurality of corresponding actions are extracted in the corresponding action extracting step in any one of the first to fourth inventions, a third selection operation is performed in the work procedure output step. In response to this, one of the plurality of corresponding treatments is selected, and a work procedure associated with the selected corresponding treatment is extracted.
According to the fifth invention, when a plurality of corresponding measures are extracted, the maintenance worker or the like can select any one of the corresponding measures and obtain the work explanation information.

The sixth invention is stored in the first server by communicating with the first server via the network, particularly in the corresponding action extracting step in any one of the first to fifth inventions. Refer to the defect handling data.
According to the sixth aspect of the invention, it is possible to acquire defect handling data relating to a product in which a defect has occurred through communication with the first server. Therefore, it is possible to realize maintenance support corresponding to products of various types and other models without providing a large-capacity storage unit in the terminal device.

In the seventh aspect of the invention, in particular, in the work procedure output step in any one of the first to sixth aspects of the invention, communication is performed with the second server via the network, and the data is stored in the second server. The work procedure data is referred to.
According to the sixth aspect, work procedure data relating to a product in which a defect has occurred can be acquired through communication with the second server. Therefore, it is possible to realize maintenance support corresponding to products of various types and other models without providing a large-capacity storage unit in the terminal device.

The eighth invention is selected by the fourth selection operation particularly when the extracted work procedure includes a plurality of sub-processes in the work procedure output step in any one of the first to seventh inventions. The work procedure information of the sub process is output.
According to the eighth invention, when the work procedure of the corresponding treatment includes a plurality of sub-steps, the maintenance worker or the like can obtain only the action explanation information of the sub-steps determined to be confirmed by the fourth selection operation. You can select and output. As described above, by outputting the work description information only to the necessary sub-processes, it is possible to shorten the time required for performing the maintenance as compared with the case where the work description information of all the sub-processes is output at once. Can do.

In the ninth invention, in particular, the corresponding action in the eighth invention is replacement of a predetermined part, and the work procedure associated with the corresponding action in the work procedure data is necessary for replacing the predetermined part. A plurality of steps of disassembling work are included as a plurality of sub-processes.
According to the ninth aspect of the present invention, it is possible to efficiently provide work explanation information to a user of a terminal device who understands the work procedure of disassembly to some extent, limited to necessary disassembly parts.

In a tenth aspect of the invention, in particular, the work explanation information in the eighth or ninth aspect is a moving picture explaining work contents in the sub-process.
According to the ninth invention, the work procedure in each sub-process can be easily understood by a product maintenance worker or the like by a moving image.

Next, an eleventh invention is a maintenance support program executed in a terminal device, wherein the terminal device is subjected to a defect information input unit for inputting defect information related to a product and a plurality of defects that may occur in the product. Refer to the defect handling data associated with the countermeasures for solving each defect, extract the countermeasures associated with the defects identified by the defect information, and the defect countermeasure data The work procedure associated with the corresponding action extracted by the corresponding action extracting unit is extracted with reference to the work procedure data in which work procedures for performing each corresponding action are associated with a plurality of corresponding actions included. , And function as a work procedure output unit that outputs work procedure information explaining the extracted work procedure.
The maintenance support program according to the eleventh aspect of the invention is executed by the terminal device, and the terminal device is caused to function as a defect information dormitory unit, a countermeasure action extraction unit, and a work procedure output unit, thereby similar to the first invention described above. Then, a countermeasure for solving the malfunction occurring in the product and a work procedure of the countermeasure are extracted, and work explanation information for explaining the work procedure is output. As a result, a user of the terminal device (maintenance worker, etc.) can easily understand the work procedure by recognizing the work explanation procedure, and thus can support the quick maintenance of the product at the location. it can.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. Note that the present invention is not limited to the present embodiment.

[1. Usage of terminal device]
FIG. 1 shows a usage mode of a terminal device in which a maintenance support method and a maintenance support program of the present invention are executed. The terminal device 1 of this embodiment is a tablet-type terminal device provided with the touch panel 30, and the maintenance worker P visits the house H to maintain (inspect) the refrigerator 70 (corresponding to the product of the present invention). , Adjustment, repair, etc.), the terminal device 1 is used.

  The refrigerator 70 includes a controller 71 that controls the operation of the refrigerator 70, and an operation unit 72 that sets operation conditions of the refrigerator 70 and displays an error code to be described later. The controller 71 monitors the operating state of an actuator (compressor, motor, etc.) provided in the refrigerator 70 and the detection signal of a sensor (temperature sensor, humidity sensor, door open / close sensor, current sensor, etc.).

  Then, the controller 71 sends the monitored actuator operation status and sensor detection signal data to the support server 520 (the present invention) via the gateway 500 (such as an unrelated LAN router) installed in the house H and the communication network 510. (Same as the server) or at any time. The support server 520 saves the received data as log data 521 in a storage device (not shown).

  The terminal device 1 can also communicate with the support server 520 via the gateway 500 and the communication network 510 and refer to the log data 521. The terminal device 1 collects and stores information related to various home appliances including the refrigerator 70. Therefore, the maintenance worker P can efficiently perform maintenance on a wide variety of types and types of home appliances by operating and viewing the touch panel 30 of the terminal device 1.

  In addition to the configuration in which all of the information related to various home appliances is stored in advance in the terminal device 1, all or part of the information is stored in the storage device of the support server 520, and if necessary, A configuration may be used in which the support server 520 downloads data to the terminal device 1. According to this configuration, news and the like related to each home appliance can be quickly downloaded from the support server 520 or the like and provided to the maintenance worker P.

[2. Configuration of terminal device]
Next, the configuration of the terminal device 1 will be described with reference to FIG. The terminal device 1 includes a control unit 10, a speaker 21, a communication unit 22, a touch panel 30, and a storage unit 40.

  The control unit 10 is an electronic circuit unit including a CPU (Central Processing Unit) 10a, a memory 10b, an interface circuit (not shown), and the like. The control unit 10 executes the control program 15 (including the maintenance support program of the present invention) of the terminal device 1 stored in the memory 10b by the CPU 10a, whereby the defect information input unit 11 and the corresponding measure extraction unit 12 are executed. , And the work procedure output unit 13.

  The control unit 10 is connected to the speaker 21, the communication unit 22, the touch panel 30, and the storage unit 40. The speaker 21 outputs voice guidance or the like according to the voice signal or the like output from the control unit 10. The communication unit 22 performs communication with the support server 520 and the like according to a communication control signal output from the control unit 10, and performs data transmission from the control unit 10 and data reception to the control unit 10.

  The touch panel 30 includes a flat panel type display 31 constituted by a liquid crystal panel or the like, and a touch switch 32 disposed so as to cover the surface of the display 31. The display 31 displays various screens according to the image control signal output from the control unit 10. The touch switch 32 inputs an operation signal corresponding to the touch operation by the user to the control unit 10.

  The storage unit 40 stores model-specific data 50a, 50b, ..., 50n. In the model-specific data 50a, 50b,..., 50n, data for supporting maintenance work is stored for each model number of home appliances. Specifically, defect handling data 51a in which a corresponding action for solving a problem that may occur in a product is associated, work procedure data 52a in which a corresponding action is associated with an execution procedure, and work of the corresponding action Work moving image data 53a in which the procedure is described with moving images is stored. Since the configuration of each model-specific data 50a, 50b,..., 50n is the same, the following description will be given by referring to the model-specific data 50, the trouble handling data 51, the work procedure data 52, and the work video data 53 as representatives. .

  Next, the defect handling data 51 and the work procedure data 52 will be described with reference to FIG. First, the defect handling data 51 corresponds to error codes H01, H02,... (Corresponding to identification information individually allocated to a plurality of defects of the present invention) assigned to each inconvenience that may occur in the refrigerator 70. , Symptoms, detection conditions, and countermeasures are associated with each other.

  In FIG. 3, the error code H21 includes the symptom “Ice mechanism abnormality”, the detection condition “Ice-making motor rotation abnormality”, the countermeasure “(1) Removal of foreign matter caught in the ice mechanism rotation part, (2) Ice mechanism replacement, (3 The case where “replacement of control board” is associated is illustrated.

  The work procedure data 52 is obtained by associating each corresponding action with a link destination of a moving image (work moving picture) describing the work procedure of each corresponding action. As shown in FIG. 2, when the work moving image data 53 is stored in the storage unit 40, the link destination is the address of the storage location of the work moving image data for each countermeasure included in the work moving image data 53. Further, when the work moving image data is stored in the storage device of the support server 520, the link destination is an address of the storage location of the work moving image data for each countermeasure in the support server 520.

  Here, as shown in FIG. 4, when the countermeasure for solving the problem is divided into a plurality of sub-steps (in FIG. 4, sub-step 1 to sub-step 6 are illustrated), the work video data is It is stored separately for each sub-process. In the example of FIG. 4, in order to replace the injection tube AS (ASSY.), The “partial chilled door” in the sub-process 1, the “partial plate top” in the sub-process 2, and the “plate tank side AS” in the sub-process 3 are used. The sub-step 4 “plate duct AS”, the sub-step 5 “cover plate tank”, and the sub-step 6 “inject tube AS” require disassembly work.

  For the sub-process 1 to the sub-process 6, work video data 60 to 65 describing the work procedure of each sub-process are individually stored. Thereby, it is possible to reproduce the work video for each sub-process. It should be noted that the work video data for each sub-configuration may be reproducible by a configuration in which work video data for the entire process of the corresponding procedure is attached with an index indicating the playback location of each sub-process.

[3. Maintenance support processing]
Next, the maintenance support process executed by the terminal device 1 will be described. The control unit 10 of the terminal device 1 displays a model selection screen on the display 31 when a maintenance worker starts an application for maintenance support. Then, when the maintenance operator operates the touch switch 32 and inputs the model name of the product, the control unit 10 displays the model top screen 100 shown in FIG.

  Here, the case where the model name of the refrigerator 70 is input will be described below, but the maintenance worker can also input the model name of home appliances (TV, air conditioner, washing machine, etc.) other than the refrigerator, The control unit 10 displays the model top screen for the input model name on the display 31. Thereby, the maintenance worker can respond to the maintenance of not only the refrigerator but also other household appliances.

  In the model top screen 100 of FIG. 5, the control unit 10 selects a model-related news button 101 and an error code button in order to select a menu according to the selected model name (here, the model name of the refrigerator 70). 102, a symptom-by-symptom diagnosis button 103, a disassembly procedure button 104, a parts price list button 105, and a technical explanation button 106 are displayed. The control unit 10 switches the screen display of the display 31 to the content corresponding to the selection according to the selection operation of the buttons 101 to 106 by the maintenance worker.

  For example, when the model-related news button 101 is selected, the control unit 10 downloads information such as quality-related news associated with the model name from the support server 520 and displays it on the display 31. To do.

  When the maintenance operator selects and operates the error code button 102 on the model top screen 100 of FIG. 5, the control unit 10 displays the error code list screen 110 shown in FIG. The processing according to the flowchart is executed. The control program 15 stored in the memory 10b of the control unit 10 includes the maintenance support program of the present invention. When the maintenance support program is executed by the CPU 10a, the processing according to the flowchart of FIG. 7 is executed. The Further, the maintenance support method of the present invention is implemented by the processing of each step in the flowchart of FIG. Hereinafter, the maintenance support process according to the flowchart shown in FIG. 7 will be described.

  Step S1 in FIG. 7 is a process by the defect information input unit 11, and the process in step S1 corresponds to a defect information input step of the present invention. The defect information input unit 11 displays the error code list screen 110 shown in FIG. The error code list screen 110 displays an error code list 111 showing each error code and its symptom, and a selection button 112 for selecting an error code. The defect information input unit 11 advances the process to step S2 when any of the selection buttons 112 is operated.

  Steps S2 to S4 are processes performed by the corresponding treatment extraction unit 12, and the processes in steps S2 to S4 correspond to the corresponding treatment extraction step of the present invention. In step S2, the corresponding action extracting unit 12 refers to the defect handling data 51 of the model-specific data 50 corresponding to the error code selected in step S1, and extracts the corresponding action associated with the error code.

  In subsequent step S <b> 3, the corresponding action extraction unit 12 displays the corresponding action extraction screen 120 illustrated in FIG. 8 on the display 31. FIG. 8 illustrates a case where the error code “H21” is selected. The corresponding action extracting unit 12 includes a symptom (here “ice mechanical abnormality”) 121 corresponding to the error code, an error detection condition (here “ice making motor rotation abnormality”) 122, and three extracted corresponding actions 123- 125 and a selection button 126 for selecting a corresponding treatment. In subsequent step S4, the corresponding action extracting unit 12 advances the process to step S5 when any corresponding action is selected (corresponding to the third selection of the present invention).

  Steps S5 to S6 and Step S10 are processes by the work procedure output unit 13, and the processes in Steps S5 to S6 and Step S10 correspond to the work procedure output step of the present invention. In step S5, the work procedure output unit 13 displays the work procedure screen 130 shown in FIG.

  FIG. 9 exemplifies the work procedure screen 130 when “treatment (2) ice mechanism AS exchange” is selected from the three corresponding measures, and the work procedure output unit 13 displays the treatment procedure (1) to the treatment (3 ), The display area 132 of the selected treatment (2) is enlarged to display the work procedure of the treatment (2).

  “Procedure (2) Ice mechanism AS replacement” includes three subs: “sub process 1 ice making room / fresh freeze room door”, “sub process 2 ice maker (ice plate top)”, and “sub process 3 ice mechanism AS”. A process is included. Therefore, the work procedure output unit 13 displays display areas 141 to 143 for three sub-processes.

  The maintenance worker can select one of the display areas 141 to 143 of the three sub-processes (corresponding to the fourth selection of the present invention), and the work procedure output unit 13 selects according to this selection. The displayed display area is enlarged to display work procedure information.

  FIG. 9 shows a case where “sub process 1 ice making room door / fresh freeze room door” is selected, and the work procedure output unit 13 expands the display area 141 of sub process 1 and A description 141a of the work procedure and a moving image area 141b are displayed.

  In step S6, the work procedure output unit 13 refers to the work video data 53 when the maintenance worker gives an instruction to reproduce the work video (touch operation of the video area 141b), and the work video data of the sub-process 1 Is acquired, the work moving image is reproduced, and the process proceeds to step S7. The maintenance worker can easily understand the work procedure and proceed with the maintenance work quickly by visually recognizing the explanatory note 141a and the work moving image.

  Further, the maintenance worker can select and visually check the work procedure of the corresponding treatment by selecting an explanatory note and a work video for each sub-process. Therefore, it is possible to efficiently acquire information on work procedures and quickly perform maintenance work, as compared with the case where the explanatory texts and work videos of all the work procedures of the corresponding treatment are collectively viewed.

  On the other hand, when the instruction to reproduce the work video is not given in step S6, the work procedure output unit 13 advances the process to step S7. When an end operation (such as “return to model top” operation) is performed in step S7, the process according to the flowchart of FIG. 7 ends, and when the end operation is not performed, the process returns to step S6.

[4. Other Embodiment of Defect Information Input]
In the above embodiment, the case where an error code is input as the defect information is exemplified, but the name of the defect (such as “Ice mechanical abnormality”) may be input. In this case, the corresponding action extracting unit 12 refers to the defect handling data in which the corresponding action is associated with the name of each prepared defect, and extracts the corresponding action for solving the problem.

  Further, log data stored in the support server 520 may be input as defect information. In this case, the corresponding measure extraction unit 12 identifies a defect occurring in the product from the history of the operation state of the product and the detection status of the sensor included in the log data. Then, the response measure extraction unit 12 refers to the failure handling data in which the response measures are associated with each failure prepared in advance, and extracts the response measures for solving the failure.

  Furthermore, a location where maintenance is performed may be input as defect information. In this case, the maintenance worker selects and operates the disassembly procedure button 104 on the model top screen 100 shown in FIG. In response to this selection operation, the defect information input unit 11 displays the maintenance location designation screen 150 shown in FIG.

  The maintenance location designation screen 150 includes a door arrangement diagram 151 showing the arrangement of the doors of the refrigerator 70, an in-compartment arrangement drawing 152 showing the arrangement of the refrigerator 70 in the cabinet, a top view 153 showing the top of the refrigerator 70, and the refrigerator A machine room layout diagram 154 showing the layout of 70 machine rooms is included.

  With respect to the door layout diagram 151, the maintenance worker can select any of the refrigerator compartment left door PCL, the refrigerator compartment right door PCR, the ice compartment door IC, the fresh freeze compartment door SC, the freezer compartment door FC, and the vegetable compartment door VC by touch operation. Can be selected. In addition, with respect to the interior layout drawing 152, the maintenance operator can select any one of the inside of the refrigerator compartment, the ice making / fresh freeze / freezer compartment, and the vegetable compartment by a touch operation.

  Furthermore, regarding the top view 153, the maintenance worker can select the top surface by a touch operation. In addition, regarding the machine room layout diagram 154, the maintenance worker can select either the machine room or the machine room (lower) by touch operation.

  In the defect information input unit 11, the maintenance operator touches any one of the door layout diagram 151, the interior layout diagram 152, the top view 153, and the machine room layout diagram 154 to select any location ( 11 corresponds to the first operation of the present invention, and as shown in FIG. 11, a component tree screen 160 in which the components arranged at the selected location are displayed in a tree according to the disassembly process is displayed on the display 31. To do.

  FIG. 11 illustrates a case where the maintenance operator selects the inside of the refrigerator compartment in the storage layout diagram 152, and starts from “1. Partial chilled door”, “2. Partial plate top”, “3. ... Each component is displayed as a tree according to the stage of the disassembly process.

  The maintenance worker can select a part to be maintained from the parts displayed on the part tree screen 160 by a touch operation (corresponding to the second operation of the present invention). FIG. 11 shows a state where “6. Inject tube AS” is selected, and in response to this selection, the defect information input unit 11 inputs a failure of the injector tube AS as defect information.

  The response measure extraction unit 12 refers to failure handling data in which a response measure is associated with each failure prepared in advance for input of failure information indicating a failure of the injection tube AS. Then, the corresponding measure extraction unit 12 extracts a corresponding measure called replacement of the injection tube AS.

  Then, the work procedure output unit 13 performs “1. Partial chilled door” as a sub-process included in the replacement work of the injection tube AS based on the component configuration state shown by the component tree screen 160 shown in FIG. "2. Partial plate top", "3. Plate tank side AS", "4. Plate duct AS", "5. Cover plate tank", and "6. Inject tube AS" are extracted.

  As illustrated in FIG. 12, the work procedure output unit 13 displays a sub-process list screen 170 that displays a list of the extracted sub-processes on the display 31. On the sub process list screen 170, display areas 171 to 176 of the sub processes 1 to 6 are displayed. The maintenance worker can select a sub-process for displaying a work procedure by touching one of the display areas 171 to 176 of the sub-processes 1 to 6.

  FIG. 12 illustrates a state in which the sub-process 1 is selected, and the work procedure output unit 13 refers to the work procedure data 52 and the work procedure data associated with the sub-process 1 (work procedure). ) And the work animation data).

  Then, the work procedure output unit 13 expands the display area 171 of the sub process 1 and displays an explanatory text 171a of the work procedure of the sub process 1 (partial chilled door) and a moving image area 171b. The work procedure output unit 13 reproduces the work moving image of the sub-process 1 in response to the touch operation of the moving image area 171b by the maintenance worker.

  FIG. 13 illustrates a state where the sub-process 6 (inject tube AS) is selected. In FIG. 13, the work procedure output unit 13 expands the display area 176 of the sub-process 6 and displays a description 176 a of the work procedure of the sub-process 6 and a moving image area 176 b. The work procedure output unit 13 reproduces the work moving image of the sub-process 6 in response to the touch operation of the moving image area 176b by the maintenance worker.

  Thus, the maintenance worker can select the sub-process for which the work procedure is desired and visually recognize the explanation section and the explanation video when the countermeasure is divided into several sub-processes. Therefore, compared to the case where all the work procedures of the corresponding action are output in a single sentence and explanation video, the maintenance worker can efficiently view only the work procedure of the sub-process that he / she wants to know and perform the maintenance work quickly. It can be performed.

[5. Other Embodiments]
In the above-described embodiment, the refrigerator is described as an example of the product of the present invention. However, the product of the present invention can be applied to various products such as home appliances, vehicles, and manufacturing apparatuses other than the refrigerator.

  In the above-described embodiment, as illustrated in FIG. 1, the terminal device 1 refers to the log data 521 stored in the storage device of the support server 520, and detects the operation status of the actuator and sensor detection measured in the refrigerator 70. Although the situation has been recognized, direct communication with the controller 71 of the refrigerator 70 may be performed to recognize the operation status of the actuator and the detection status of the sensor.

  In the above embodiment, the processing procedure information is output as the output of the operation procedure information. The processing procedure for displaying the explanatory text and the work video on the display 31 is performed. However, the voice guidance that explains the operation procedure is output from the speaker 21. May be performed.

  In the said embodiment, although the tablet-type terminal device 1 was shown as a terminal device of this invention, it is not restricted to this, A notebook computer, a smart phone, etc. can be used as a terminal device of this invention.

  As described above, the maintenance support method and the maintenance support program according to the present invention provide the maintenance operator who visited the location of the product with the countermeasure and the work procedure for solving the malfunction occurring in the product. Therefore, it can be applied to support use for prompt maintenance of various products.

1 terminal device 10 control unit 10a CPU
10b Memory 11 Defect information input unit 12 Corresponding measure extraction unit 13 Work procedure output unit 15 Control program 22 Communication unit 30 Touch panel 31 Display 32 Touch switch 40 Storage unit 50 Model-specific data 51 Defect handling data 52 Work procedure data 53 Work video Data 100 Model top screen 110 Error code list screen 120 Countermeasure extraction screen 130 Work procedure screen 150 Maintenance location specification screen 160 Parts tree screen 170 Sub-process list screen

Claims (11)

A maintenance support method implemented by a terminal device,
Defect information input step for inputting defect information about the product,
A countermeasure for extracting a countermeasure associated with a defect identified by the defect information with reference to defect handling data in which a countermeasure for solving each defect is associated with a plurality of defects that may occur in the product An extraction step;
With reference to work procedure data in which work procedures for performing each corresponding action are associated with a plurality of corresponding actions included in the defect handling data, the correspondence actions extracted in the corresponding action extracting step are associated with each other. A work procedure output step for extracting a work procedure and outputting work procedure information describing the extracted work procedure;
The maintenance support method characterized by including.   The maintenance support method according to claim 1, wherein, in the defect information input step, identification information individually assigned to a plurality of defects that may occur in the product is input as the defect information.   The maintenance support method according to claim 1 or 2, wherein, in the defect information input step, measurement data relating to the operation of the product measured in the product is input as the defect information.   In the defect information input step, a product configuration diagram representing a plurality of components constituting the product is displayed on a display, and a selection is made according to a first selection operation of any component in the product configuration diagram. An exploded block diagram obtained by stepwise disassembling the configured components is displayed on the display unit, and a target component determination for determining a component to be maintained in accordance with a second selection operation in the exploded block diagram by the user The maintenance support method according to claim 1, further comprising: inputting a part name determined in the target part determination step as the defect information. In the corresponding action extracting step, when a plurality of corresponding actions are extracted,
2. The work procedure output step, wherein one of the plurality of corresponding treatments is selected according to a third selection operation, and a work procedure associated with the selected corresponding treatment is extracted. The maintenance support method according to claim 1.   6. The troubleshooting data stored in the first server is referred to by referring to the first server through communication with the first server in the corresponding action extracting step. The maintenance support method of any one of these.   7. The work procedure output step refers to the work procedure data stored in the second server by communicating with the second server via a network. The maintenance support method of any one of these.   The said work procedure information of the sub process selected by 4th selection operation is output in the said work procedure output step, when the extracted work procedure contains a some sub process. The maintenance support method according to any one of items 7 to 9. The countermeasure is replacement of a predetermined part,
The work procedure associated with the corresponding action in the work procedure data includes a plurality of steps of disassembly work required for replacing the predetermined part as the plurality of sub-processes. Item 9. The maintenance support method according to Item 8.   The maintenance support method according to claim 8 or 9, wherein the work procedure information is a moving image explaining work contents in the sub-process. A maintenance support program executed in the terminal device,
The terminal device;
A defect information input section for inputting defect information about the product;
A countermeasure for extracting a countermeasure associated with a defect identified by the defect information with reference to defect handling data in which a countermeasure for solving each defect is associated with a plurality of defects that may occur in the product An extractor;
With reference to work procedure data in which work procedures for performing each corresponding action are associated with a plurality of corresponding actions included in the defect handling data, the corresponding action extracted by the corresponding action extracting unit is associated A maintenance support program that functions as a work procedure output unit that extracts a work procedure and outputs work procedure information that describes the extracted work procedure.

Images